Based on her experience in casinos, she says that giving compensation to losing players has consequences. Players develop an incorrect connection of bonuses to complaints, so they start complaining more often, tell their friends about it and get a chain reaction when a complaint means gifts.
When other players hear that someone has received a special gift, they want the same. And if they are not given this, then they will remain unhappy and will find a reason to still get the bonus. This, says Amy Hudson, happens all the time.
Giving compensation to complaining players devalues the established loyalty reward system that casinos have in place. Because clients see that she can be manipulated.