NORMAN, Okla. — The chips and cards fly across the tables under the watchful eye of Abby Beals.
After more than 10 years on the blackjack floor, the Riverwind Casino pit shift boss said she still enjoys the ebb and flow of the action, the thrilling wins and the disappointing losses, nearly oblivious to the bright lights and chatter of the slot machines in the background.
"I love just being out here with the players, watching the action," she said. "It's different every day. People from all walks of life come in to play blackjack. There's a lot of details you have to be aware of, a lot of managerial responsibility. But the best part is just being out here."
Beals, 30, started dealing blackjack at the Chickasaw Nation casino shortly after graduating from high school and patiently worked her way up to floor supervisor, to pit boss, and to shift boss. Each floor supervisor is responsible for confirming cash transactions and making sure dealers follow procedure; each pit boss oversees about 10 tables. Beals helps the pit bosses avoid problems as they arise.
Cheating, for example, is a constant concern, even though not usually intended, Beals said.
"What's real common that you'll see is when a player tries to cap or pitch a bet," she said. "There's a lot of things that are happening all at the same time and the dealer needs to have a good eye on the layout. Like the player might try to drop another five-dollar chip on his circle after the action has already started — that's capping. Pitching refers to when a player knows he's not going to win so he tries to retrieve a couple of chips. You can't do that.
"But accidents do happen, especially with new players who might not know how to play yet," she said.
Has she caught someone cheating?
"I definitely have," she said. "But you don't want to run up to the player and just announce, 'You're cheating!' We watch the player, obviously, and notify surveillance, and we let the player know politely that you cannot do that. If they're new players, it will show immediately because they'll be like, 'Oh my gosh, I'm so sorry!' And then you just keep an eye on them."
The devil is in the details, she quickly learned. During the monthlong training course for new dealers, for example, they learn that cards must be dealt from the shoe, or deck, only with the left hand. The right hand has its own prescribed tasks.
"We have so many processes and procedures that have to do with compliance, state law and the Chickasaw Nation as well," she said. "Being able to catch minor errors, keeping track of numbers and money, being aware of hundreds of things that have to be done a particular way. You need a detail-oriented mind."
And a thick skin.
"We've had dealers on their first day, after going through a monthlong training period who feel real confident, but on the table they've broken down and cried," Beals said. "Because players can be very verbally abusive when they're losing. Not necessarily at the dealer, but the angry cussing and frustration, and some people just can't handle it."
On the other hand, "it's always exciting when someone comes in, especially a new player, and they might be in for $100 when they get on an incredible run and they get up to $4,000 or $5,000. It's really fun to watch that and see the excitement in their faces," she said.
"Whether they're winning or losing, their reactions are priceless."
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