Calling the pit boss at a live casino

If you’ve spent much time at traditional casinos you’re probably pretty familiar with the role of the pit boss.

For those of you that haven’t, he or she is that person wandering around the tables in their designated area casting a scrutinizing gaze at everything that is going on.  They could be mistaken for secret service agents with their dark suits, ear-pieces,  and no-nonsense expressions on their faces.  The casino logo on their breast pocket is the main giveaway that that they’re not there to protect the President.

They are there to oversee the games, troubleshoot any deal issues that arise, and if need be escalate these issues to casino management.

What about playing live online…do I have a pit boss?

Yes you do.  The difference is of course you generally don’t see them, as the video window shows your table and dealer and that’s about it.  But they are there, and can be called upon in the event of an issue you have with the game you’re playing.

What issues can I call on the pit boss for?

Pretty much any problem or concern you have with the immediate game you’re playing (no you can’t complain about a bad run of luck).

Dealer mistakes:
The obvious issue a pit boss will trouble shoot is a dealer mistake or misdeal.  In this event, the dealer will likely call the pit boss without the need for prompting by players.  Unibet’s live casino FAQs states in this regard:

“In the unlikely event of a dealer mistake the pit boss will be called. If the game can be continued fairly it will do so. Otherwise the game will be cancelled and all bets will be returned.”

Technical issues with the game:
If you are experiencing technical issues with the game (it won’t let you take a seat, it won’t let you place a bet, you were timed out while actively playing etc) the pit boss will be the first point of call. If they can’t solve the problem your issue will be escalated to customer support.

What won’t the pit boss help me with?

Any issues relating to your account are not the realm of the pit boss.  They typically don’t have access to your account details so problems depositing funds, obtaining access to bonus funds, or any other account related beefs will need to be taken up with casino support.

So how do I call on the pit boss?

Simple.  You just use the chat function and ask the dealer for the pit boss and pretty soon the pit boss will join the chat window conversation.  At Evolution Gaming casinos the dealer will ring a bell and raise their arm to let the pit boss know someone at their table wants assistance, as Galina (below) was nice enough to do for me.