JACK ThistleDown Racino

September 18th, 2017 Dear Ms*** ***, I am responding to the complaint submitter by guest *** ***We are disappointed for not meeting his expectationsFrom time to time we do have issues with our equipment. We have qualified staff on-site to handle our issuesOn various
days depending on our volume our response times maybe longer than expected. We do preventative maintenance on our equipment and have over units at our property. We were not contacted by the guest at the time of the event and cannot locate a team member that had an encounter with our guest. Going forward any guest that feels they are not receiving a the guest service or answers, they should contact a supervisor asap. We would like to offer a $food voucher to show our concern and try to win back a disappointed guest. Sincerely, Delbert G*** Risk and Safety ManagerP*** *** ***

September 18th, 2017 Dear Ms*** ***, I am responding to the complaint submitter by guest *** ***We are disappointed for not meeting his expectationsFrom time to time we do have issues with our equipment. We have qualified staff on-site to handle our issuesOn various
days depending on our volume our response times maybe longer than expected. We do preventative maintenance on our equipment and have over units at our property. We were not contacted by the guest at the time of the event and cannot locate a team member that had an encounter with our guest. Going forward any guest that feels they are not receiving a the guest service or answers, they should contact a supervisor asap. We would like to offer a $food voucher to show our concern and try to win back a disappointed guest. Sincerely, Delbert G*** Risk and Safety ManagerP*** *** ***

This letter is in response to complaint #[redacted] involving ThistleDown Racino.Guest [redacted] claimed his Video Lottery Terminal (VLT) machine was reset while he was playing, which he claims reset the winning cycle. I would like to explain how these machines work, as well as our protocols for...

servicing these machines.The VLT machines are regulated by the State of Ohio to pay out at least 85 percent of the money that is put in them. This occurs as the machine goes through its normal cycle, without interference from ThistleDown staff. ThistleDown cannot control the outcome of a spin or bonus round on any VLT.Further, ThistleDown does not randomly reset a machine while a guest is gaming. The only time ThistleDown will access a machine while a guest is playing is if the machine needs immediate service. This is standard protocol throughout the gaming industry.The guest may press the service button on the machine to call for immediate assistance. The machine may also signal that it needs serviced due to a malfunction or regular service needs, such as when tickets need replenished. However, such interruptions are rare.Please contact me directly if you need a more in-depth explanation of how the machines work and the service protocols at ThistleDown Racino.Sincerely, [redacted]Vice President & General ManagerThistleDown Racino