The House Doesn’t Always Win
The Harrah’s Joliet Casino & Hotel sent out coupons to 11,000 of its best customers, a few of which were supposed to be worth $525 in cash. But the casino quickly figured out that a “printing error” led to all of them being worth that much, for a total of nearly $5.8 million, and it refused to honor the coupons. A disclaimer on the back of the coupons “gives us the right to change or cancel that offer,” Harrah’s spokesman Doug Lima said. But when the Illinois Gaming Board ordered the casino to honor the coupons, the casino changed its tune. “After further consideration we will honor all the coupons that went out,” Lima announced. “Customer service is the most important part of our business.” (Joliet Herald-News) ...But only when forced to admit it.
Available in This is True: Book Collection Vol. 12