A network problem caused confusion on the gaming floor of the Graton Resort and Casino in Rohnert Park, Northern California last week around 9 p.m. on a Friday, creating a situation where players could not cash out when machines wouldn’t print payout slips.
Graton Resort has about 3,000 slot and video poker machines. It is owned by the Federated Indians of Graton Rancheria.
Some estimated that as many as 1,000 patrons were forced to wait next to their machines waiting for payouts small and large.
Employees were forced to move quickly to hand deliver payouts. Some patrons waited up to four hours to cash out. Some grew so frustrated they left without their winnings.
Station Casino, which operates the casino, attributed the problem to a network error. A spokesman, Lori Nelson, commented, “Although it may have taken more time than usual for the payout, we were pleased that we were able to institute a manual payout. We do apologize for the inconvenience to our guests.”
Nelson encouraged those guests who grew impatient and left before collecting their winnings to contact the casino on its website, which, she said, would be able to verity their status through their player’s card.
Although some complained that customers continued to try to play the machines after the problem occurred without being warned by the staff, Nelson insisted that the staff informed people as soon as it learned of the problem and stationed security personnel at the entrances to warn people coming in.
