Casino Surveillance Department's Secrets

How Does Casino Surveillance Operate?

Many customers are curious about how surveillance is conducted during the gaming process. Griff talked about the key responsibilities of his department's staff and shared various nuances of their work.

Do you often monitor people in real time, or is it more often a subsequent analysis of the game?

Griff: Both options are possible. For example, someone might call us with a request to check on a particular customer. We can also take the initiative to monitor someone. Typically, it involves the Hi/Lo card counting. Yes, we can rewind and review the footage, but we do it live more often. It's like playing cat and mouse. If you move from one table to another, you really harm yourself the most.

How do you manage to observe everything happening at once? Do you have to monitor everything? How do you handle it?

Griff: Definitely, you have to prioritize when planning time. Yes, we must sometimes watch things we don't want to watch. But the internal control department says to observe, and we observe. We deal with many things.

Each club is different. Situations vary. Some places may have instructions saying, "You must monitor a specific procedure, process, or count," while others may not. But we observe many things: risk management issues, fraud, advantage play...

We are always outnumbered. Five hundred to one, depending on the number of people in the building and the number of surveillance staff... It's a significant challenge in itself.

What percentage of problems do you manage to detect? By problem, I mean something that threatens the casino's profits. How often do these problems come from different types of advantage players, cheaters, and employees?

Griff: The biggest damage comes from theft committed by employees. Many casinos are so large that they can conceal it for a long time. The amounts stolen by employees accumulate much faster than the losses caused by advantage players.

• I don't want to diminish anyone, but advantage players are smarter than most people. They know when to stop and leave. "I played for four hours. I didn't attract attention. Maybe I should come back later or tomorrow."
• A thief can't stop. They can't stop stealing. Sooner or later, they get caught.

The damage inflicted from within is much stronger than the damage caused from outside.

How often do you catch cheaters? Typically, are they amateurs? In newspapers, I read about some drunk idiot trying to cheat with a $25 bet, and so on. How often do you encounter those who can be called professional cheaters?

Griff: Professional cheaters? It has two parts: how often they are caught and how often we see them. These are two different questions. Professional scams are number one. They do it skillfully. Of course, there is a difference between those who know what they are doing, making a career out of it, and some drunk person stealing a bet.

It's almost an art form—for example, dice switching. No one switches dice alone. It's a team effort. When you observe them in action, it's like an orchestra. Perfect synchronization.

And if the synchronization is not perfect, they get caught... It happens, but it's not common.

Things may be a little different in places like Atlantic City and Vegas because you can move around places. You can visit seven or eight casinos daily, repeating the same trick until it stops working or until you make enough money. But we don't catch them often. At least, we don't catch them often. It happens less often than other things.

How often do you encounter stupid or amateurish cheating?

Griff: Ordinary cheating tricks performed by amateurs happen much more often. It usually involves customers taking advantage of a distracted or weak dealer. Such dealers become the main target. This happens much more often than planned things. There's more advantage play than cheating... But it depends on the casino... It all depends on the internal order...

If everyone follows the instructions, they become less vulnerable to cheaters. The more order in the room, the easier it is for us to work, and everything goes smoothly. If that's not the case, you are really defenseless against various types of external fraud.

Do you regularly encounter advantage play? Every day, every week?

Griff: On average, maybe once or twice a week.

Initially, card counters often think that all surveillance personnel are watching them... But you talk about so many things that have nothing to do with advantage play or card counting. You have to deal with other matters.

Griff: Exactly. The first line of defense against you [professionals] is the staff working at the tables. You have to interact with them 100% of the time. If you can mislead them, you will play for a while. We intervene in the situation. We sometimes discover advantage players, but you have to play big for that. Some people know how to communicate properly. The more you interact and blend in with the crowd, the less likely you will attract attention.

In other words, the biggest threat to a professional gambler is when the pit boss calls the surveillance department to carefully analyze their behavior and keep an eye on them in the future.

How to Recognize a Cheater or Advantage Gambler

Identifying a professional from the crowd is not easy. True masters skillfully hide their skills, don't brag about their winnings, change tables, and disguise their appearance.

Griff explained what they pay attention to when studying casino visitors.

If something seems wrong? How does it look? Can you provide an example?

Griff: Of course. Imagine you're in Vegas. It's summer. The temperature is above thirty degrees Celsius. Someone comes in with a winter coat in hand. Why would they need a winter coat when it's thirty degrees hot outside? You definitely need to keep an eye on that person, as a coat is usually used as a distraction during theft. It's an attempt to steal something from another customer or us—little details like these.

You know, 99% of people come to the casino to have a good time: play, forget about daily routines. They don't stand out from the crowd. And then you look around and see that one percent. We are looking for that one percent.

It seems these people are not interested in the game. They are looking for something else: things left on the floor, forgotten coats on chairs, and unattended money.

We look for people who stand out from the crowd. You professional players know how to blend in skillfully. It's great, you need that. But some people with criminal intentions don't know how to blend in. In fact, those are the ones we watch for.

Some people on forums say that hats immediately give away advantage players, while others believe you should always wear hats. Do hats matter to you?

Griff: No, I've seen as many people wearing hats as those without them. Even if you pull the hat's brim low, we can still take a picture of you from a different angle. There's no point in hiding your face – we will see it.

And do you have any additional suspicions just because a person wears a hat?

Griff: No. Of course not. If someone plays in a hat at the casino, they like hats. The game tells us everything. Usually, we don't pay attention to your appearance. We might not notice certain things that an advantage player might be doing, but the gameplay speaks for itself in most cases. The disguise might be good, but we focus on the game.

Do you observe whether a person is drinking alcoholic beverages?

Griff: Everything is determined by the game for me. When I look at someone, they might have a beer or even three beers in front of them – I don't know what's in them. That's not the key factor. Of course, it might be a factor if someone is heavily intoxicated, but if they casually have a beer, it doesn't matter.

A few years ago, a waitress talked about a code in their casino where if a customer ordered a non-alcoholic cocktail, they added an extra straw, maybe a red straw or something else. Until players figured out the code, surveillance knew if there was alcohol in the cocktails. You guys probably don't do anything like that.

Griff: I know about that, but I'm not sure it helps. I've heard of establishments using transparent and matte glasses for that purpose, adding lime or not. But that's not for us; it's for the bartenders and waitresses.

Let's say you're monitoring and you notice a player you consider an advantage player. But you didn't kick them out because they left before you took any action. How long do you keep their photo? Do you go back to them or put their photo up on some board in case they return? How does it work?

Griff: Of course. First, I don't see a problem letting someone leave. Especially if it's just an advantage player, if you leave, so be it. You got us today, well done, you got lucky. We will keep your photo to evaluate your actions next time. You know how it goes: "If you see this guy, know he won ten thousand from us. Observe how he plays next time." Sometimes it doesn't lead to anything...

Let's say you came, played blackjack, and quickly took twenty thousand from us. Perhaps in just one and a half shoes. We really didn't have time to evaluate your game. We might take note of you: "When this guy comes back, check him out. Find out if he's counting cards." Sometimes the answer is negative.

What if someone wins forty–fifty thousand from you, and you know they are not counting cards? Some casinos still kick out such players because they simply don't want to take that risk, even if the person is a really good customer. How do you handle such situations?

Griff: Regarding table games, each establishment has its policy. I say this because some people like action, while others fear it. When someone wins fifty thousand, frightened people might call us ten times, asking: "Are you sure? Are you really sure? They must be doing something. Are you sure? They're winning!"

I know people win. That's normal. It doesn't always happen.

It's a game within the law; they beat us, then they come back, win another forty thousand, and then we get twenty grand from them. What to do next? Let them keep playing. It's called the casino's mathematical advantage. The money will return.

It seems like you work in an enlightened casino!

Griff: No-no-no, those are just my thoughts. Sometimes it's hard to convince people of your point of view. It's tough for many. And then customers come back and lose one hundred and fifty thousand. No one calls us. No one calls and says, "Hey, he lost one hundred and fifty. You were right." Yes, getting your point across is sometimes hard, especially when the money is gone.

Many people I've worked with have firmly embraced this, while some have not. There's hardly any wavering. I've heard you often talk about casino staff behaving foolishly. I don't fully agree with that, but over the years, I've realized that it's just impossible to communicate with others. It won't work.

Undoubtedly, any reader of Casinoz who has worked in the gambling industry knows what Griff is talking about. Plenty of top-level representatives in this sphere lack fundamental knowledge but stubbornly defend their viewpoints in controversial situations.

Casinos 'Attitude Toward Slot Players

Video slots are the most popular casino gambling game. How do surveillance staff members treat customers who prefer slot machines? Do they pay special attention to them? Griff explained how things are in this area.

Here in Vegas, they started kicking players out of slot halls in large numbers. I also hear stories from other regions of the country where customers playing slots are also excluded. Is it your business? How do you feel about this?

Griff: Actually, I heard about it from you. Usually, we don't pay much attention to slots because everything there is electronic. People in the slot halls handle their own work. If someone comes and starts playing video poker, we might not even watch them, but the hall administrators will handle that... We don't closely monitor the slots because money can be lost much faster in table games, at the cashier, and in other places where it can be easily handed from one person to another.

In slots, everything depends on the program. Every time you press a button, it generates a record. All spins are recorded. These records can be tracked if needed for review and documentation. We don't actively keep an eye on them. I don't know why they kick players out of slot machines. I heard about it from you.

It turns out that everything comes down to the technical peculiarities of the slot machines. Observing from the players' side is not so crucial if the process is automatically controlled. Conversation participants assumed slot halls are trying to eliminate advantage players who hunt for progressive jackpots. These are cumulative amounts that are always won before reaching a certain size. If one finds an unpopular slot machine with a jackpot close to the maximum, there is a very high chance of winning it. 

Griff also insists that in his experience, there have been no cases where the casino management demanded to monitor video poker players who preferred machines with progressive jackpots. Even if a customer doesn't use a player's card, it doesn't raise any concerns for the surveillance service.

Casino Player Databases

Experienced clients know that blacklists and other databases contain information about professional players and frequent casino visitors.

Do you use OSN, Finn, Griffin [popular customer databases]? Who is responsible for studying recognized individuals and checking their identities through these databases?

Griff: One of the surveillance team members handles that. We have used these databases in several casinos where I have worked. It depends on each specific case. If it seems necessary to check them, you take care of it. Sometimes, you find answers, and sometimes you don't. I've seen card counters playing in the range of bets from 25 to 400, but their names weren't in any database. They play, leave, and they can't be identified. They do their job well. This happens from time to time. Yes, from time to time, we cross-check with the databases. If we can identify the customers, we inform those working at the tables: "Hey, Richard Munchkin is sitting at the table. He's peeking at the dealer's cards." We scan pits. Some guys might look familiar because of a photo we saw on a flyer or elsewhere. Then we check him. We use several different programs to keep an eye on everyone.

So, if you see me and decide something seems strange, can you tell whether this player is on the list, find out their name, and other details?

Griff: Yes, we can do that if you are in the database. Even if you are not there, we may continue the search and find you. If you've been doing this for fifteen to twenty years, your photos are probably elsewhere. Maybe there won't be a name associated with them. Some people are excellent at avoiding identification. Their photos may appear hundreds of times, but nobody knows their names. It's all part of the game...

The late Kenny Houston once wrote about how he was recognized because he always wore the same ring. The guys from surveillance noticed that an unknown guy with this ring was involved in similar activities. Do you pay attention to such things? Do you have a database of valuables?

Griff: That's funny. I've never come across a database of jewelry. But I've seen regular advantage players who would show up practically in work clothes. They always had almost the same things on them. We easily recognized them...

Then the conversation participants unanimously agreed that professional players should change their clothes frequently and avoid wearing eye-catching jewelry like rings, expensive watches, and the like.

Qualification of Surveillance Staff

The conversation also touched upon the professionalism of surveillance staff. They must recognize advantage players, catch cheaters, and identify rule violations. This means they must be real experts.

Do your people understand card counting? Do you use software to analyze the gameplay? How do you determine if someone is a card counter?

Griff: We want our people to keep an eye on card counting. It's one of the things we teach them. I personally taught them what it means to be an advantage player, especially in blackjack. How can you identify one if you don't know how to do it yourself? We strive to have them ready to connect and identify anyone at any moment. We do have software too, but sometimes it takes too much time. Someone has to sit for an hour or two with the program to check a player... In most cases, we act live with people who can really assess players.

Do you use any software at your current workplace?

Griff: Yes. I've been to several different establishments, and they all had such programs. As I mentioned, they require significant time investment. I don't find them extremely useful for evaluating customers, especially regarding advantage play, because we have everything we need on video.

Does your current position allow you to hire and fire surveillance operators?

Griff: Yes.

What kind of people do you select? In your opinion, what makes the ideal surveillance operator? What makes you think someone won't be able to handle it?

Griff: Excellent question. During interviews, I primarily pay attention to their math skills. This is a tough job since it involves odds, payouts, dollar amounts, camera numbers – everything that needs to be managed within a limited time. You know, report numbers. I prefer people who are number-oriented. It helps. It really helps, especially if they can do quick calculations. Of course, we can pause, but not in all cases. Sometimes we need to provide numbers very quickly.

I look for people who are suitable for this work. The surveillance staff is not someone who represents the casino and provides the best service in the world since we don't interact with customers. It's tough because we sometimes see people at their worst. We see thieves. We see fights, drunkards, and all that... Some people are suited for this. Some have dealt with similar situations in their previous jobs... You know, it's not Disneyland.

That surprises me. I didn't expect to hear that math skills are essential.

Griff: Yes, they are. Even if it's not about advantage play, just observing the process. Take, for example, roulette. You need to be able to multiply by thirty-five, seventeen, eight. There are combined bets with multiplication by eight, eleven, and seventeen, which need to be added up. Sometimes you need to do it quickly. Some people can't grasp it. But I'm not looking for rocket scientists. Usually, it's about basic arithmetic:

• addition,
  
• subtraction,
  
• multiplication,
  
• division,
  
• percentages.
  

And they need to be able to do it within a certain time frame.

In Vegas, especially in the past, knowing the right people plays a significant role in many jobs. If someone from the current staff says, "This guy is good," it immediately elevates you one step in the interview process. Does this matter a lot in surveillance?

Griff: Absolutely. Just like anywhere else. You always want to help people succeed. If they want to move somewhere, you give them everything they need, especially if they are good. If not, I don't want to recommend them. But for really good employees, I always give excellent recommendations. I also receive recommendations from others. For example, something like, "This guy is interested in the job. Maybe you should take a look at him, conduct an interview"...

Automatic Facial Recognition in Casinos

Regarding the use of this technology in the gambling business, it is often discussed in specialized publications. Let's find out what Griff thinks about it.

Do you have experience with facial recognition software? How effective is it?

It wasn't available in any of my casinos, but I have seen and tested it in demo mode. It's funny that I often heard negative feedback about it from people in the surveillance field. You expect to see what they show on TV. You know, a photo, click on it and get an instant response. But usually, nothing like that happens, and the software produces completely different results.

Some modern technologies are genuinely good, but I just don't know how effective they would be in the casino industry because I personally haven't dealt with them.

I've seen their demo versions in airports, banks, and similar environments. Sometimes the lighting is very good, and the cameras are of high quality, so you can take excellent photos when people stand still. But that's rarely the case in casinos since people are constantly moving. Even at the tables, they don't stay still, making it very difficult to get a quality image.

Richard Munchkin added that many casino security staff he has interacted with insist on the effectiveness of modern facial recognition systems. This technology is actively used in various leading casinos, which proves its effectiveness. Surely, it will continue to improve shortly.

License Plate Recognition in Casinos

This is another popular technology that the security departments of large casinos reportedly use.

In any establishment where you worked, did you collect information about license plates as soon as cars entered the parking lot? Did you then pass this data on to someone?

Yes, we have that capability. For example, if we monitor you in the casino, we can obtain your car's license plate number. It depends on what you have done. Of course, if you committed a crime in the casino, and we are tracking you, we will get it.

Do you mean tracking through electronics, through cameras?

Exactly. That's how. If you are within the camera's field of view, and someone is live observing you as you leave after doing something illegal, then we will try to get the best possible photo of your car's license plate. As for advantage players, we don't constantly do this because it's not a major concern for us.
If you come back – you come back. It doesn't matter what car you drive. As long as you haven't done anything wrong, it's not important.

Let's go back to the listener's initial question. Do you have the capability to automatically read license plates as soon as a car enters the parking lot and alert someone that these players have arrived at the casino? I mean, it could be used for legitimate purposes. For example, it would be good to know that a high roller has arrived in the parking lot and is one of your top customers.

Yes, this technology is used. I personally haven't used it here or elsewhere. Yes, it would be good to know when big players arrive, and it would be helpful for people who are banned or have self-excluded to be intercepted before they enter the doors. It would be useful. Of course, this technology is used, but you need something of high quality to integrate it with a database.

Munchkin also reminded readers that parking lots in Las Vegas casinos have become paid in recent years. License plates are read upon entering the parking lot. In addition, driver's licenses must be shown when paying for services. This simplifies the work of casino security departments.

Attitude Towards Advantage Players

It is no secret that many casinos identify and harass professional players in various ways, creating uncomfortable conditions for them. Griff condemns this practice and insists that they follow a more tolerant policy.

Griff: One of the things we focus on with our people is the distinction between advantage play and cheating because this line is blurred in many establishments. This is unacceptable. I constantly hear stories in your show of people being detained, handcuffed to a bench, and wrongfully arrested for certain actions in the game – we try to prevent such things.

We don't treat advantage players like that in my team. We want to differentiate.

We don't go to the police and ask, "Can you run these plates? This person is a card counter." Firstly, we don't want them to have the wrong impression. Secondly, it's not worth their time because they're not involved in that.

Do you decide to get rid of a certain guy, or do you pass this information to management? How does it work?

Griff: It all happens at the tables. We do our best to give the player a fair assessment. If there's some deciding factor, but we're not sure if they're counting cards...

Sometimes it's difficult to determine, especially if it's done very well... Everything is decided right at the table. We give recommendations... We respond, "We're not sure. It seems like they might [be counting cards]. We've been watching them for three or four shoes, but we can't say for sure." Sometimes it's all so complex, although it's quite simple in most cases. If the situation is unclear, in such cases, decisions to keep or kick out a player are made at the tables.

Have you had situations where you said, "No, this guy is not an advantage player," but he was still kicked out?

No, I haven't encountered that.

The participants in the conversation also emphasized to the listeners that many professionals do not limit themselves to legal methods of advantage play. Sometimes they combine them with cheater tricks, which casino surveillance staff should be able to detect.

What Do You Think about Casino Surveillance?

Are you familiar with the nuances of casino surveillance staff's work? Have you directly or indirectly been involved in this process? How closely do your observations align with what Griff shared?

Share your opinions in the comments, share your stories, and ask questions. This is a very interesting topic. Let's discuss it.