We apologized to the guest and explained that the game malfunctioned, adding the wrong amount of tickets on her game card. The "Ticket Crane" game that she played uses a claw to pick up small bundles of tickets (pictured attached), drop them in a hole and then uses a RFID chip in
the bundle to tell the game how many tickets to add to the game card. The largest bundled amount of tickets in the game is ticketsThe guest's card history showed she played the game twice and won 83,ticketsThis is an impossible amount to win because game does not hold this amount of tickets at its fullest capacityOur staff counted the number of dispensed bundles held at the bottom of the game and the total for the entire day came to 6,ticketsWe all agree the amount of tickets added to the game card was a malfunction however the guest still believes we should honor the mount of tickets the game dispenses regardless of the malfunction or not. The sticker on the front of the game (pictured below) states "Game Malfunction Cancels All Prize Payouts". We did not want the children to be disappointed therefore we allowed the guest to keep 27,tickets (dollar amount of over $worth of prizes). The same scenario has happened in other placesA good example would be a child placing a dollar in a hotel vending machineThe vending machine gets stuck and continues to dispense candy bars without placing additional money in the machineDo we tell our children to keep hitting buttons to dispense more candy for free? At what point do we feel we are stealing from the vending machine...one candy bar? candy bars?...empty the entire vending machine? I think we can all agree the correct answer is to teach our children that we do not take what is not ours. Accidents will continue to happen throughout our lives but that does not mean we take advantage of the people who have the accident We believe we were extremely fair, understanding and generous to the guest's situationWe stand by our original decision
We apologized to the guest and explained that the game malfunctioned, adding the wrong amount of tickets on her game card. The "Ticket Crane" game that she played uses a claw to pick up small bundles of tickets (pictured attached), drop them in a hole and then uses a RFID chip in
the bundle to tell the game how many tickets to add to the game card. The largest bundled amount of tickets in the game is ticketsThe guest's card history showed she played the game twice and won 83,ticketsThis is an impossible amount to win because game does not hold this amount of tickets at its fullest capacityOur staff counted the number of dispensed bundles held at the bottom of the game and the total for the entire day came to 6,ticketsWe all agree the amount of tickets added to the game card was a malfunction however the guest still believes we should honor the mount of tickets the game dispenses regardless of the malfunction or not. The sticker on the front of the game (pictured below) states "Game Malfunction Cancels All Prize Payouts". We did not want the children to be disappointed therefore we allowed the guest to keep 27,tickets (dollar amount of over $worth of prizes). The same scenario has happened in other placesA good example would be a child placing a dollar in a hotel vending machineThe vending machine gets stuck and continues to dispense candy bars without placing additional money in the machineDo we tell our children to keep hitting buttons to dispense more candy for free? At what point do we feel we are stealing from the vending machine...one candy bar? candy bars?...empty the entire vending machine? I think we can all agree the correct answer is to teach our children that we do not take what is not ours. Accidents will continue to happen throughout our lives but that does not mean we take advantage of the people who have the accident We believe we were extremely fair, understanding and generous to the guest's situationWe stand by our original decision