Wadlow Gap Ruritan Bingo

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The whole response is predicated on the idea that I-was called after B-13, which is untrue I-was called before B-and that's why it was flashing as the last number called She stated that Bingo had to be called while the number is in the monitor, however, the caller announces each Bingo night that you cannot call Bingo until he calls out the number As He is calling out the number, he is putting the next number in the monitor, so it is impossible to do both If you callout Bingo while the number is in the monitor but before he calls the number out, it is an invalid Bingo and you have to yell it out again after he calls the number I don't know which players they talked to who said that I-had been called after B- Everyone I talked to that night stated they heard B-13, had marked it on their papers, heard me call Bingo as soon as he called that number, and that it did not light up and I-was still blinking as the last number called One of the workers was standing very close to me and agreed with what I am saying and even told *** that it was a good Bingo ***'s response was, "sometimes these things happen." *** and *** both stated their policy was that the caller has the last word However, they both kept telling me they were sorry, but they couldn't do anything about it and that they had to stand behind their caller, even when their employee told them that I was telling the truth and had a valid Bingo The whole time I was talking to *** and ***, *** would not come up there, and stood about feet away, talking with one of the Bingo players He never explained how he reached his decision or what he did with the B-ball I have talked with several other Bingo callers and they assure me that there are several ways you could check that the number had been called and when it was called *** did not even look down to see the balls that were called, which were right in front of him They also stated if there was any doubt at all, they would ask the players if they had marked that number and if that was the last number called *** chose not to ask the players anything When I called the Virginia Commission on Gaming, I was told that they had several complaints on this place and that he was already planning a trip down there because of all the complaints In the reply, the whole response is based on a lie, i.e., that I was called after B-13, which it was not The reply quoted the rule that conflicts would be settled by the manager However, the manager, ***, negated that rule when she stated the caller has the last word in deciding conflicts
Regards,
*** ***

Review: It is my understanding that when the bingo caller puts the ball in, he has to use enough force to make contact with something that lights up that number on the board that shows which numbers have been called. In the past, the caller, [redacted] had stated that although a number had not lit up, he had called it and it was a good number and for everyone to go ahead and mark it. However, no one had ever bingoed on one of the unlit numbers that I know of. On 06/02/2014, [redacted] called I-17 and it lit up and blinked. (the last number lit up blinks, which is usually also the last number called) He then called B-13 and I yelled "Bingo", but [redacted] had not used enough force to light the number up. He first said that the last number called was B13, then noticed that I 17 was flashing and changed it and said that I 17 was the last number called and that I did not have a bingo. Of course, since the B13 never lit up, it was impossible to bingo on that number. I talked to the couple who manage the game and told them that everyone heard him call B13 and that I had in fact had a legitimate bingo, and they all agreed that I did, but kept saying they were sorry, but the caller had the last say in those disputes. I explained to them that I should not be held responsible for the caller's mistakes or their equipment's failure and that their claim was that I would be paid $100.00 if I got a bingo, so that they were, in effect asking me to pay them $100.00 because of the caller's mistake. However, they just kept saying they were sorry, that these things happen sometimes and they had to stand behind their caller, although their own employees agreed that the huber was called and I had a bingo. I think they owe me the $100.00 and I think that if their caller cannot operate the machinery correctly, they should do away with the machinery and just call out the numbers to forestall more of the problems. The caller himself had set a precedent of accepting those numbers that don't light up the board.Desired Settlement: $100.00 for the bingo I was not paid for. I would also see some kind of system that [redacted] is able to operate or that is independent of the caller so that his incompetence does not effect whether you are paid when you get a bingo.

Business

Response:

Our bingo manager, [redacted], shared with me the details that led to Ms. [redacted]' decision to file a

complaint with you regarding our bingo operation. After our discussion on this issue we talked with our

caller ([redacted]), the floor worker who called off the number on Ms. [redacted]' bingo paper and

several bingo players who were playing bingo on this particular night. The following is what we learned:

1. Our caller, [redacted], did agree that occasionally the light on the bingo board does not

light up a number. However, it has never been the LAST number called. Ms. [redacted]' herself

stated that "no one had ever bingoed on one of the unlit numbers that I know of." That is

correct because everyone in the bingo hall would know the last number called whether the light

was flashing or not. On an occasion that it does happen it is a number within the game, not the

last number called. [redacted] will tell the players that the number has indeed been called and

when the players look at their paper they can see they have marked that number.

2. [redacted] stated to us he did not hear anyone call bingo until he had called the number I17,

which was the first number called after B13. At that time our floor worker goes over to call off

the number from Ms. [redacted]' paper. It showed in the monitor that it was an invalid bingo. The

flashing number indicating the last number called on our bingo board was I17. Our volunteer

worker confirmed that Ms. [redacted]' paper did not contain the number I17.

3. Ms. [redacted]' states that B13 never lit up and was impossible to bingo on that number. That is

incorrect because had B13 been the last number called everyone in the bingo hall would have

been aware the light was not flashing and it could have been corrected at that time.

4. Our bingo rules are printed on the back of our program for all players to review. Rule #15 states

that "Only a bingo that contains the last number called will be a winning bingo." If Ms. [redacted]'

had a bingo on B13 and was not heard calling bingo until I17 is called it cannot be honored as a

valid bingo. Rule #14 states that ¡t is the "Players responsibility to call bingo loud enough to be

heard by the caller.

5. When a dispute occurs the final decision is made by the bingo manager. Rule # 13 states

"Disputes settled by manager and his/her decision is final."

6. Multiple bingo players stated to us that no one called bingo when B13 was called. When I17 was

called someone called "bingo" but when the number was put in the monitor it did not contain

the number I17. The players were very adamant that Ms. [redacted]' did not call bingo when B13

was in the monitor.

7. Furthermore, the Virginia Charitable Gaming Commission routinely sends unannounced

inspectors to sit in on a bingo night. The inspector will review bingo forms, inventory, etc. to

ensure the club is keeping proper documentation of the bingo records. He/she will identify

anything that is not being filled out properly and will show the manager the proper way to

record the information and answer any questions the bingo manager may have. Last week we

had an inspector come to do this routine visit. The inspector informed us that their office had

received the same complaint from Ms. [redacted] and he discussed the events of that night with our

manager and caller ([redacted] and [redacted]). At the end of his visit he stated that he

wasn't to take sides and that if it is a complaint that has proof of wrongdoing regarding the

bingo rules in the Virginia Code that they will address it but the State gives the bingo halls the

authority to establish their own house rules and he verified that our house rules were

properlystated on the back of our program. He went on to say that the bingo boards on the

walls (where the numbers are lit up when called) does not validate a bingo...only the bingo

machine validates the bingo.

8. We are confident in [redacted] as a caller. He has called bingo for approximately 10 years and is

beginning his third year as a Certified Caller with the Virginia Charitable Gaming Commission.

Our bingo machine was purchased in 2010 and outside of minor issues the equipment has

operated sufficiently. Common sense would tell you that from time to t¡me you would have to

have the machine cleaned, lights in the board could burn out during a game and have to be

replaced, adjustments made, etc. We stand behind both our caller and equipment.

In closing, we regret Ms. [redacted] feels as she states. However, our findings support the statements we

received from our bingo manager, [redacted], and our caller, [redacted]. We must stand behind

both when every player and volunteer worker we discussed the issue with were in agreement not only

with [redacted] and [redacted] but with how the issue was handled on the night in question.

Our clubs takes great pride in our bingo operation and we will continue to operate as normal. For your

review, our bingo rules are attached. Thank you for giving us the opportunity to respond to the

complaint brought by Ms. [redacted].

Sincerely,

President

Wadlow Gap Ruritan Club

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The whole response is predicated on the idea that I-17 was called after B-13, which is untrue. I-17 was called before B-13 and that's why it was flashing as the last number called. She stated that Bingo had to be called while the number is in the monitor, however, the caller announces each Bingo night that you cannot call Bingo until he calls out the number. As He is calling out the number, he is putting the next number in the monitor, so it is impossible to do both. If you callout Bingo while the number is in the monitor but before he calls the number out, it is an invalid Bingo and you have to yell it out again after he calls the number. I don't know which players they talked to who said that I-17 had been called after B-13. Everyone I talked to that night stated they heard B-13, had marked it on their papers, heard me call Bingo as soon as he called that number, and that it did not light up and I-17 was still blinking as the last number called. One of the workers was standing very close to me and agreed with what I am saying and even told [redacted] that it was a good Bingo. [redacted]'s response was, "sometimes these things happen." [redacted] and [redacted] both stated their policy was that the caller has the last word. However, they both kept telling me they were sorry, but they couldn't do anything about it and that they had to stand behind their caller, even when their employee told them that I was telling the truth and had a valid Bingo. The whole time I was talking to [redacted] and [redacted] would not come up there, and stood about 8 feet away, talking with one of the Bingo players. He never explained how he reached his decision or what he did with the B-13 ball. I have talked with several other Bingo callers and they assure me that there are several ways you could check that the number had been called and when it was called. [redacted] did not even look down to see the balls that were called, which were right in front of him. They also stated if there was any doubt at all, they would ask the players if they had marked that number and if that was the last number called. [redacted] chose not to ask the players anything. When I called the Virginia Commission on Gaming, I was told that they had several complaints on this place and that he was already planning a trip down there because of all the complaints. In the reply, the whole response is based on a lie, i.e., that I 17 was called after B-13, which it was not. The reply quoted the rule that conflicts would be settled by the manager. However, the manager, [redacted], negated that rule when she stated the caller has the last word in deciding conflicts.

Regards,