title = "Handling Player Disputes and Complaints"

content = """
Disputes are inevitable in table games. Professional handling preserves casino
reputation, maintains regulatory compliance, and often converts conflicts into
loyalty opportunities.

**Common Dispute Types:**

*Payout Disagreements:* Players believe they were underpaid or not paid on winning
hands. These require careful review of the specific hand and application of rules.

*Procedure Disputes:* Players disagree with how a game was dealt, when bets were
accepted or rejected, or interpretation of rules.

*Equipment Issues:* Suspected biased wheels, marked cards, or malfunctioning
shuffling machines.

*Service Complaints:* Perceived rudeness, favoritism toward other players, or
inadequate attention.

**Dispute Resolution Process:**

*Step 1 — Listen Fully:* Let the player explain without interruption. Show genuine
attention. Often, being heard resolves half the conflict.

*Step 2 — Acknowledge and Empathize:* "I understand why you're concerned about
that hand." Validation doesn't mean agreement.

*Step 3 — Review Facts:* Consult surveillance if needed. Review the specific
situation with boxman or floor supervisor. Check game history if tracked.

*Step 4 — Explain Decision:* Clearly state the resolution and the reasoning behind
it. Reference specific rules or procedures supporting the decision.

*Step 5 — Escalate if Necessary:* If the player remains unsatisfied, involve
higher management. Never let disputes escalate to shouting or security involvement
if avoidable.

**What NOT to Do:**

Never argue with players. Never make unilateral decisions beyond your authority.
Never offer compensation or "goodwill gestures" without management approval. Never
blame other staff members publicly. Never dismiss concerns with "that's just how
it is."

**Documentation:**

All significant disputes must be documented on incident reports. Include: time,
table, players involved, nature of dispute, resolution, and surveillance review
confirmation.

**Prevention:**

Clear communication prevents most disputes. Announcing decisions, explaining
procedures, and maintaining transparency reduces misunderstandings significantly.
"""  # noqa: E501

version = "0.0.1"
