Happy New
Year everybody. Let’s hope every sporting event we watch this year is
as exciting as the two NFL games this past Sunday. However, we should
also hope that the referees do a better job than they have in the past
few days, especially if you are a fan of the New York Giants or the
Miami Hurricanes. I had planned on doing a complete review of this
past college football season, but after watching two blown calls over
the weekend, I was discussing bad beats with a few friends and they
suggested it would be an interesting topic to discuss from the House’s
point-of-view. I’ll let you be the judge as to whether it is
interesting or not, but here goes…
A
couple of years ago, when I first moved from the bookmaking side to
take over operations, I took in a seminar on Casino Customer Service
that was chaired by Harrah’s COO Gary Loveman. At the start of the
seminar, he made a great point that has stuck with me ever since. I
don’t remember the exact words but the sentiment was “No matter how
well you perform, 97% of your visitors are going to leave dissatisfied
because they didn’t win as much money as they hoped to.” Although he
was referring to a brick-and-mortar casino and we know sportsbook
bettors do better than the average slots player, this is still a very
important point that I constantly remind our Customer Service staff
about. When you eat at a restaurant or buy a new car, your
expectations are pretty clear to both parties and in both of those
cases, the business can do certain things to make sure you are
satisfied. However, if you placed a bet on the Miami Hurricanes to win
the NCAA Football Championship, there is little I can do right now to
make you feel better about the situation.
In this business, there is a fair amount of player turnover and I
occasionally get asked what the top cause is. People who ask think it
would be technical problems, poor Customer Service or the like, but
the answer is really just that they have lost money and didn’t expect
to. Bad beats like the ones this past weekend only complicate and
accelerate the process. How many times have you (or someone you know)
uttered a phrase like “I’ll never drink again!” the morning after a
party? Well, we often hear a similar phrase, “I am never betting
again!” from players closing their accounts. We had a few of those
this past weekend after blown calls in the Fiesta Bowl (unless you are
from Ohio, in which case it was a great call. I won’t argue the call
too much, just the timing, that was real, real late folks.) and the
Giants-49ers game. At least in the Giants’ case we have some comfort
in the fact that the outcome of another attempt at the Field Goal was
in doubt so the 49ers may have won anyway. In the ‘Canes case, if the
ref keeps the hanky in his pocket they are the National Champs with no
further ifs, ands or buts. A lot of players that suffer losses or bad
beats don’t even get the chance to close their account and cash-out;
they simply walk away with no money left in their account. If every
player could win their first few bets and get a payout, our player
retention would be much, much higher and we wouldn’t be doing a thing
differently!
There
is something in the human psyche that causes most of us to remember
the tough losses far more vividly than the lucky wins. Every week
there are buzzer beaters and game winning touchdowns or field goals
made as time expires (just watch any Cleveland Browns game). Many of
these really are tough losses but what turns a tough loss into a true
bad beat is debatable. Often, that debate comes with referees being
involved. Ask anyone in Buffalo about
“the
Music City Miracle” or in Oakland about
“the Tuck” (or for those of you that remember,
“The Immaculate Reception”) and you are sure to get an emotional
response. In each of these cases, there was debate. Was Wycheck’s
lateral really a lateral? Was Brady’s arm going forward to pass or was
he really trying to pull it down? Did the ball touch a Raider defender
before Harris caught the ball and ran it in? Depending on which city
you are in when you ask the question, you are sure to get a different
answer.
The
plays I mentioned above plus the two controversial calls this past
weekend are tough for players on the losing end of the score to take.
You could also add in
Dwayne Rudd’s helmet toss against Kansas City or the F1 race where
Michael Schumacher won only because his teammate was ordered to pull
over and let him win. However, at least in these cases there was no
debate as to the final score or how bets should be settled (although
this didn’t stop dozens of players from pleading their case anyway).
This past year had its share of controversial endings that left
sportsbooks in a no-win situation.
There
was
the All-Star game that ended in a 7-7 tie after 11 innings because
both teams were out of pitchers. Bettors who had taken the National
League –1.5 runs were dismayed to find out their bets were losses even
though our official rules state that runline wagers have action after
8.5 or 9 innings and the official score was 7-7. Their point was that
since their team may have covered if the game had ended in a normal
fashion, that their bets should have been settled as No Action. On the
flip side, bettors who had the American League +1.5 runs were pretty
happy to cash their winners and would have been upset if the runline
wagers had been declared No Action. The only thing that was clear was
that this was going to be a Customer Service nightmare. One player
suggested we simply pay out the AL bets as winners and settle the NL
bets as a push. Unfortunately this would have been expensive and would
have created bad precedent. Baseball games rarely end in a tie, but
the point is it can happen (Baltimore
and the Yankees played to a 15-inning 1-1 tie on September 30th,
1999 in Cal Ripken’s last road game) so the rules are in place for a
reason.
Then
there was the
Wisconsin/UNLV football game in August that was called with 7:57
left in the Fourth Quarter because the power was out at the stadium
with Wisconsin leading 27-7. The Badgers had been bet from –3 to –6
and visiting Wisconsin fans had apparently put up a lot of money on
their team so there was speculation that the power had been cut by
Vegas casinos in an effort to cut losses (most books, including
ourselves, have a rule requiring games to go 55 minutes to be official
for betting purposes). The rumors proved to be untrue but we got calls
for weeks from players wondering why their bet on Wisconsin or the
Under had been settle as No Action instead of a win. Oddly, I don’t
recall a single call from any bettor that taken UNLV or the Over.
Sportsbooks live in fear of such results as anything that causes
confusion or anger for our players is ultimately bad for business. The
worst case I can think of in recent years has to be
Game 5 of the 1999 NLCS. Bottom of the 15th, score tied 3-3 and
the bases were loaded for Robin Ventura who hit a Grand Slam. Final
score was 7-3. Wait, he never touched third base or home because he
was mobbed by teammates. Make the final score 5-3. Phew…with a total
of 7.5 and the Braves the 1.5-run favorite, all is well as the Over is
still the winner and there is no impact on the runline. Wait, the
umpires only saw one runner touch home so the final score was
officially 4-3. Now the Under is the winner. Cue the angry phone
calls…for months.
Luckily, this type of result is rare and certainly the bad calls this
past weekend did not have this kind of impact but nonetheless they are
bad for business. We hope they don’t happen just as much as you do.
I’ll be back in a week with a look back at the major Bowl game results
and the 2002 college football season as a whole.
I
always welcome comments, questions and suggestions via email at
rob@bodog.com
Rob Gillespie
Operations Manager
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