Both sides can be argued. but what it boils down to is treating customers RIGHT.
It's starts at the top, and if the "bosses" only care about the hold, this transpires down to the rest of the employees. I totally agree with some of the comments made about the contempt the employees show for customers. What the top management should show the employees is that they only care about the customer, and the profit and the rest will follow. There should be zero tolerance for a rude and contempt filled employee.
Why management talks about the win is beyond me as the employees hearing it have no contol over a win or loss. They only control making the customer feel good and wanting to gamble at their site. Some of the sports books I've been to here in Las Vegas need a complete flush. PERIOD