August 19th, 2010 | Published in Security
Equipment malfunctions occur in every type of operation imaginable. Having procedures in place to deal with these failures is the key to success. In casino surveillance rooms, there are many equipment issues that may arise. These include:
- Switchers (computer or keyboard)
- Cameras and recorders
- Power issues
- Dedicated cameras
If this occurs, surveillance operators need to immediately contact their supervisor. The supervisor will generally contact maintenance personnel. This is especially important for cameras and recording devices. If customers discover they weren’t being watched by the eye in the sky, chaos would ensue.
Games that offer progressive jackpots (like Caribbean Stud Poker) must have camera coverage at all times. If the camera dies or becomes unavailable in these areas, the Casino Manager needs to be notified of this issue immediately. This procedure is also applicable to pit areas for games like Baccarat, Mini-Baccarat, Roulette and High-roller Blackjack. These areas must also have constant camera coverage.
These departments will always ask whether the affected games be shut down. You must reply by informing them that these areas have no camera coverage until repairs are made and that this is a major violation of gaming regulations. Without cameras present, there’s no way to verify a win. The surveillance operator does not make the final decision to temporarily end any games; it’s more of a suggestion.
Managers of other departments should be familiar with gaming regulations so it is their job to assess the severity of the situation and make the decision as to whether the game should or should not be shut down.
If an isolated camera fails but can be covered with other equipment, an entry into the DSR should be made. In the entry, its common practice to describe the issue and any corrective actions. This is usually a requirement so the supervisor can add specific entries to the Maintenance Log. Again, notify the current supervisor immediately and the supervisor that’s covering the next shift.
The current supervisor will create a work order, inform the director and enter the camera issue into the Repair Log as well as the Maintenance Log. Of course if any questions arise, feel free to ask the supervisor or director for further clarification.
When surveillance equipment fails, if diligent, decisive action does not occur immediately, not only could the casino lose a significant amount of money but it could be in major violation of gaming control laws due to un-verifiable wins. It’s best to thoroughly know the procedures in case of an emergency.