Sooner or later every Surveillance investigator, in the normal course of his duties, encounters an actual crime, either about to happen, in progress, or after the fact. In order to supply all of the required information to Security and law enforcement agencies, in a useful format, specific procedures must be known and followed. This applies whether this is a Gaming crime, such as cheating at cards or slot machine scams, or any of the various other types of criminal activity that occur in casinos, from armed robberies to embezzlement and petty theft.

The first thing the Surveillance investigator must do is recognize that a crime is occurring or is about to occur. Some type of classification of the action must occur at this point.

If the crime in progress or about to occur involves threat to life, such as an armed robbery, the very first action is to notify Security by the fastest means possible, if they have not already been notified by someone else. Most casino Security departments have an emergency telephone number, and all Surveillance investigators must be able to use this without hesitation. The Surveillance Room should also have available a Security radio for just such situations, where rapid communication to Security Dispatch and Security Supervisors could save a life or prevent bodily harm to a guest or staff.

Once notification has been made to Security, Surveillance must stay off the Security communication lines, except to answer questions from Dispatch or Security Supervisors. An overall coverage camera view of the action should be provided to Security Dispatch, if the Surveillance system permits.

In all cases not involving threatened bodily harm or risk to guests or staff, an Investigator must immediately notify his Supervisor, who will then direct Surveillance activities as required, make necessary contacts with Security and casino management, and handle all subsequent communications with police, Gaming Control, and casino executives.

That does not relieve the Investigator of the responsibility of knowing what to do. The crime could occur when neither the Supervisor nor Director can be reached, in which case the responsibility falls upon the Investigator.

The first key is that it is the purpose of Surveillance to observe, provide videotaped evidence, and effectively and clearly report exactly what has occurred.

All reports are turned over to the Surveillance Director, and must be accompanied by copies of any written statements made, dubbed recordings of the incident, etc.

Following are detailed summaries of the actions that must be taken by Surveillance personnel in various cases of observed criminal activity, according to these classifications:

I. Armed robbery of casino Cage, Change Booths, or guests. (Includes, for our purposes, strongarm robbery or any form of bodily assault.)

II. Theft from guest by non-staff

III. Theft from guest by staff.

IV. Theft from casino by staff

V. Gaming Cheats, Table Games

VI. Gaming Cheats, Slots

VII. Theft from Slots

VIII. Other petty crimes and misdemeanors.

I. Armed robbery, assault or other life-threatening crime

A. Detection: observe what is occurring and immediately notify Security by emergency telephone line. (Do not use radio unless all phone lines are tied up.)

1. Security Dispatch will notify police (their direct lines should be very fast).

2. Security Shift Manager is informed by Dispatch.

3. An overall camera view of the action is provided to Dispatch.

4. Surveillance then stays off Security communication lines except to answer questions.

B. Begin gathering evidence.

1. Tape all actions from at least three different viewpoints (cameras) to ensure that everything that occurs is recorded.

2. Note down times of occurrence (including all notifications) for reports to be made later.

C. Notify Supervisor, if he does not already know what is happening.

1. As soon as possible, Surveillance Director is informed.

2. Supervisor gets Security manager to Surveillance room so that officer activities can be directed from an informed viewpoint, if this will help Security.

3. Security Dispatch is kept informed by direct video sent by Surveillance to Security monitors, and by radio from Security manager and officers.

4. Casino Shift Manager (and/or other casino executives) is informed.

a. CSM stops all other traffic to Surveillance until the emergency is over.

b. Hazards to guests are minimized by keeping them away from area (cage, etc.)

D. While Security handles the actual emergency, Surveillance videotapes everything.

1. Investigator notes down the number of every VCR used, with approximate times

E. When emergency is over the Supervisor begins reports.

1. Casino Shift Manager is informed so that normal Surveillance activities can resume.

2. Tapes are removed from each VCR involved and new tapes started.

a. Tabs are broken off each tape to prevent accidental erasure.

b. A complete recording of all events is dubbed, and three copies made

c. Original tapes are released to Security by permission of Director

3. A report of observations (“voluntary statement”) is made by each Investigator or Supervisor involved, noting time, location, personnel, and the event.

4. Surveillance Director, if not present, is notified of events.

5. Supervisor records all activity in a detailed Incident Report.

a. Time when first activity was noted.

b. Actions of each person involved.

c. Time of notifications to Security, Director, CSM, etc.

d. Time when police arrived.

e. Full record of all events, including locations, Security actions, police actions, perpetrator actions, any injuries or threats to staff or public, etc. Include photos of suspects.

f. Names of anyone injured, and descriptions of events leading to it and actions taken to remedy.

g. Final outcome: arrests, escape, etc.

h. All tape numbers and disposition of tapes.

i. Copies of all Voluntary Statements.

j. Estimate of cost to company, if available.

II. Theft from Guest (Distract and Grab, rail thief, bucket or purse thefts, etc.)

A. Immediately notify Security Dispatch and Security Supervisor by radio or telephone.

1. Give description of area, description of observed perpetrator and what was stolen.

2. Describe location of perpetrator and route.

3. If possible, get a camera view of perpetrator immediately to Security Dispatch.

B. Immediately inform Supervisor if not present.

C. Record all events leading to apprehension of thief.

D. When perpetrator is detained, pull tapes of incident (including the actual theft and all activ9ity leading to his or her apprehension and detention) and make a complete copy.

1. Check other tapes of area and locate any second viewpoints on record. Add these to dubbed record.

E. Surveillance Director is notified while this occurs.

F. Each Investigator and Supervisor involved makes out a statement of observations and actions.

G. Dubbed record and statements are provided to Security via the Supervisor, with information to the Director.

H. If necessary, the original tapes are signed over to Security as evidence.

1. A complete copy of the entire record of the incident is made for Surveillance records, prior to turning over the original tapes.

I. Supervisor records all activity in a detailed Incident Report.

1. Time when first activity was noted.

2. Actions of each person involved.

3. Time of notifications to Security, Director, etc.

4. Time when police arrived.

5. Full record of all events, including locations, Security actions, police actions, perpetrator actions, any threats to staff or public, victim names, amounts stolen, etc.

6. Photos of suspects.

6. Final outcome: arrest, escape, etc.

7. All tape numbers and disposition of tapes.

8. Copies of the statements made by Surveillance personnel.

9. Estimate of cost to company, if applicable.

III. Theft by Staff from Guest

A. Immediately notify Surveillance Director (via your Supervisor if possible). Follow his instructions explicitly

1. Describe to Director exactly what you saw.

2. Tell him what videotaped evidence exists.

3. Notify Security Manager only at instructions of Surveillance Director. (It is possible that, under certain circumstances, further investigation will be done prior to notifying Security.)

4. Provide full cooperation with Security Manager or Investigator.

a. Show the investigator the tape of the incident.

b. Make out a statement if requested, stating exactly what occurred, on what tapes it is recorded, who was notified and when.

B. If a decision is reached to detain and question the staff member immediately, record all events leading to apprehension of thief

C. Pull tapes of incident (actual theft) and make a complete copy of the entire incident.

1. Locate any other recordings of the event. Add these to dubbed record.

D. Dubbed record and statements are provided to Security

E. Original tapes are signed over to Security as evidence by instruction of Surveillance Director only.

1. A complete copy of the entire record of the incident is made for Surveillance records, prior to turning over the original tapes.

F. Supervisor records all activity in a detailed Incident Report.

1. Time when first activity was noted.

2. Actions of each person involved.

3. Time of notifications to Security, Director, etc.

4. Full record of all events, including locations, Security actions, police actions, perpetrator actions, any threats to staff or public, victim names, amounts stolen, etc.

5. Final outcome: arrest, hold for investigation, etc.

6. All tape numbers and disposition of tapes.

8. Copies of the statements.

9. Estimate of cost to company, if available.

Note: In all cases of theft by staff, it is possible that a decision will be reached to wait and watch the individual to see if further theft occurs. In this case, except for Gaming staff such as dealers, slot floormen, etc., the investigation will normally be turned over to Security Investigators. Surveillance will cooperate fully with any such investigation, providing camera coverage and recording of events as needed.

IV. Theft by Staff (Dealer, Cashier, Change Person, etc.) from Casino

A. Immediately notify Surveillance Director (via your Supervisor if possible). Follow his instructions explicitly. Continue videotaping while this occurs.

1. Describe to Director exactly what you saw and what is currently happening.

2. Tell him what videotaped evidence exists.

3. Notify Casino Shift Manager or Security Manager only at instructions of Surveillance Director. (Further investigation will probably be indicated.)

4. Surveillance Supervisor completes a full report, including all specifics.

a. Time when first activity was noted.

b. Actions of each person involved.

c. Any notifications to Security, Director, etc.

d. Full record of all events, including locations, actions, amounts stolen, etc.

e. Final outcome.

f. All tape numbers.

g. Copies of the Voluntary Statements.

h. Estimate of cost to company, if available.

i. A dubbed recording is made of the incident, and the original tapes are locked away.

B. If a decision is reached to detain and question the staff member immediately, record all events leading to apprehension of thief.

1. Notify Security Manager at instructions of Director.

2. Provide full cooperation with Security Manager or Investigator.

a. Show the investigator the tape of the incident.

b. Check other tapes and locate any other recordings. Add these to dubbed record.

c. Dubbed recordings are provided to Security

C. Original tapes are signed over to Security as evidence by instruction of Surveillance Director only.

1. A complete copy of the entire record of the incident is made for Surveillance records, prior to turning over the original tapes.

V. Gaming Cheats, Table Games

A. Detection: observe what is occurring.

1. Notify Supervisor if he is not already aware

B. Begin gathering evidence.

1. Tape all actions from at least three different viewpoints (cameras) to ensure that everything that occurs is recorded.

2. Note down times of occurrence (including all notifications) for reports to be made later.

3. Ensure that ID recordings of every person at the game are made.

4. All locations (table game numbers, positions of players at the table, etc.) are identified on the tape without compromising the recording of the actual events.

C. As soon as possible, Surveillance Director is informed.

1. At Director’s instruction, Casino Shift Manager and Security Manager are informed.

2. Supervisor gets Casino Shift Manager to Surveillance room, and shows him the tape of the incident. It is his decision whether to inform Security and Gaming Control.

3. Continue recording while this occurs.

4. If Security is informed, tape all activity until the individual(s) is detained in CSO.

5. If Gaming Control is notified, follow their instructions exactly.

D. When suspects are detained, Supervisor begins reports.

1. Tapes are removed from each VCR involved and new tapes started.

a. Tabs are broken off each tape to prevent accidental erasure.

2. Three complete dubbed recordings are made of the incident

a. GCB

b. Security

c. Surveillance

3. A statement is made by each Investigator or Supervisor involved, noting time, location, personnel, and the event.

4. Supervisor records all activity in a detailed Incident Report.

a. Time when first activity was noted.

b. Actions of each person involved.

c. Time of notifications to Director, Security, Gaming Control, etc.

d. Time when suspects detained.

e. Full record of all events:

i. Locations, by table number and seat number

ii. Names of all individuals involved, including dealers, floormen, Casino managers notified, etc.

iii. Security actions, GCB or police actions,

iv. Perpetrator actions, names, photos.

v. Any injuries or threats to staff or public, etc.

vi. Photos from tape of all players, and from CSO of anyone detained.

vii. Final outcome: arrest, escape, release, etc.

viii. All tape numbers and disposition of tapes.

ix. Copies of all Voluntary Statements by Surveillance and Casino staff

f. Surveillance copy of the dub tape is turned in with the report

g. Original tapes will be signed out to Security to turn over as evidence to GCB.

VI. Gaming Cheats, Slots

A. Detection: observe what is occurring.

1. Notify Supervisor if he is not already aware

B. Begin gathering evidence:

1. Tape all actions from at least three different viewpoints (cameras) to ensure that everything that occurs is recorded.

2. Note down times of occurrence (including all notifications) for reports to be made later.

3. Ensure that ID recordings of every person in the area are made.

C. As soon as possible, Surveillance Director is informed.

1. At Director’s instruction, Security Manager, CSM and Slots manager are informed.

D. Supervisor gets Security Manager to Surveillance room, and shows him the tape of the incident, or better, live action. It is his decision whether to inform GCB.

E. Tape all activity until the individual(s) is detained in CSO.

F. If GCB is notified, follow their instructions exactly.

G. When suspects are detained, Supervisor begins reports.

1. Tapes are removed from each VCR involved and new tapes started, except for a continuous recording of the machines involved. Ensure any actions by staff or GCB are recorded.

2. Tabs are broken off each tape to prevent accidental erasure.

3. Three complete dubbed recordings are made of the incident

a. GCB

b. Security

c. Surveillance

H. Voluntary statement is made by each Investigator or Supervisor involved, noting time, location, slot machine bank and full description, descriptions of suspects and the event. (Supervisor records all activity in a detailed Incident Report.)

1. Time when first activity was noted.

2. Actions of each person involved.

3. Time of notifications to Director, Security, Casino Manager, GCB, etc.

4. Time when suspects detained.

5. Full record of all events

a. Locations

(Slot Bank; Slot machine(s) house number, serial number, description of machine including manufacturer, denomination, number of lines, reels, coins per line)

b. Names of all individuals involved, including floormen, change personnel, etc.

c. Security actions, GCB or police actions, perpetrator actions, including amount of money involved, description and photo of any device used

d. Any injuries or threats to staff or public, etc.

e. Photos of all suspects.

f. Final outcome: arrest, escape, release, etc.

g. All tape numbers and disposition of tapes

h. Copies of all Voluntary Statements by Surveillance and Casino staff

i. Surveillance copy of the dub tape is turned in to Director with the report

j. Original tapes will be signed out to Security to turn over as evidence to GCB.

VII. Theft from Slots

A. Detection: observe what is occurring.

1. Notify Supervisor if he is not already aware.

B. Classify as to petty theft (such as a credit claimer), or more major.

1. In case of credit claimers and other very minor problems, once the action has been observed and taped, Supervisor will notify Security Manager, and the individual will be detained at Security’s discretion.

C. For levels above very petty theft, begin gathering evidence.

1. Tape all actions from at least three different viewpoints (cameras) to ensure that everything that occurs is recorded.

2. Note down times of occurrence (including all notifications) for reports to be made later.

3. Ensure that ID recordings are made of every person involved.

D. As soon as possible, Surveillance Director is informed.

1. At Director’s instruction, Security Manager and Slots manager are informed.

2. Supervisor gets Security Manager to Surveillance room, and shows him the tape of the incident or if possible the live action. It is his decision whether to inform GCB.

3. Continue recording while this occurs until the suspect(s) is detained in CSO.

4. If GCB is notified, follow their instructions exactly.

E. When suspects are detained, Supervisor begins reports.

1. Tapes are removed from each VCR involved and new tapes started.

a. Tabs are broken off each tape to prevent accidental erasure.

2. Three complete dubbed recordings are made of the incident

a. GCB (if involved)

b. Security

c. Surveillance

3. Voluntary statement is made by each Investigator or Supervisor involved, noting time, location, slot machine bank and full description, descriptions of suspects and the event.

4 Supervisor records all activity in a detailed Incident Report.

a. Time when first activity was noted.

b. Actions of each person involved.

c. Time of notifications to Director, Security, Slots Manager, GCB, etc.

d. Time when suspects detained.

e. Full record of all events

i. Locations

(Slot Bank; Slot machine house number, serial number, description of machine including manufacturer, denomination, number of lines, reels, coins per line)

ii. Names of all individuals involved, including floormen, change personnel, etc.

iii. Security actions, GCB or police actions

iv. Perpetrator actions, including amount of money involved, description and photo of any device used

v. Any injuries or threats to staff or public, etc.

vi. Photos of all suspects.

vii. Final outcome: arrest, escape, release, etc.

viii. All tape numbers and disposition of tapes.

ix. Copies of all Voluntary Statements by Surveillance and Casino staff

f. Surveillance copy of the dub tape is turned in to Director with the report

g. Original tapes will be signed out to Security to turn over as evidence to GCB.

VIII. Other petty crimes and misdemeanors. (Includes domestic disputes, vandalism, disorderly conduct, solicitation, etc.)

A. Investigator notifies Supervisor, who makes a determination.

B. Immediately notify Security Supervisor.

1. Give description of area, description of observed situation.

2. Describe location.

3. If possible, get a camera view to Security Dispatch.

C. Record all events leading to resolution of the problem.

D. If subject is detained, pull tape of incident; make a complete copy.

1. Check other tapes of area and locate any second viewpoints on record. Add these to dubbed record.

E. Surveillance Director is notified if casino assets are involved.

F. Each Investigator and Supervisor involved makes out a Voluntary Statement if requested by Security Supervisor.

G. Dubbed record and Voluntary Statements are provided to Security

H. If necessary, the original tapes are signed over to Security as evidence, after Director is informed..

1. A complete copy of the entire record of the incident is made for Surveillance records, prior to turning over the original tapes.

I. Supervisor records all activity in a detailed Incident Report.

1. Time when first activity was noted.

2. Actions of each person involved.

3. Time of notifications to Security, Director, etc.

4. Time when police arrived.

5. Full record of all events, including locations, Security actions, police actions, perpetrator actions, any threats to staff or public, victim names, etc.

6. Photos of suspects.

7. Final outcome: arrest, release, etc.

8. All tape numbers.

9. Copies of the Voluntary Statements.

10. Estimate of cost to company, if available.

Copyright © 2000, 2002 by Jim Goding. All rights reserved. Duplication in any form, electronic or otherwise, without the express written permission of the author is forbidden, is a violation of the proprietary rights of the author and is actionable under law. This article may be purchased for a nominal fee by clicking on the following link.

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