DEALERS ARE HUMAN TOO
A reality check from the other side of the table
By Al O’Grady
There’s an old saying: “Show me someone who has never done anything wrong, and I’ll show you someone who has never done anything.”
If you’ve ever worked with customers, you already know mistakes happen. The real question is how you handle them—and how you choose to respond when someone else makes one. Think about it: if you made an honest mistake on the job, how would you want a customer to react? With patience and understanding? Or with yelling, swearing and condescension?
That’s where the Golden Rule comes in—treat others the way you want to be treated. If you wouldn’t want to be belittled for a simple error, why direct that kind of behavior toward a dealer? Here’s the reality: dealers aren’t perfect. Then again, neither are you.
I like to think I’m very good at what I do. I’ll put my math skills up against just about anyone’s. I’m not claiming to be the best, but I know I’m in the top 5 percent when it comes to arithmetic. Over the course of an eight-hour shift, I can deal more than 600 hands—and my calculations are spot-on every time. Give me any two- or three-digit wager, and I’ll compute a 3:2 blackjack payout in under three seconds. It’s something I take pride in—and yes, I’ll admit, I sometimes let it shine a bit in hopes of earning an extra tip.
So where can a dealer go wrong? In reality, most mistakes fall into a few common categories.
The biggest issue is misinterpreting hand signals. Players’ gestures can be all over the map. In theory, it’s simple—tap the table if you want a card, wave your hand if you want to stand—but in practice, people often make it unclear. That ambiguity can lead to an honest mistake, like dealing a card to someone who didn’t want one. Could I pause and ask for clarification every time? Sure—and sometimes I should. But there’s also pressure to keep the game moving. In those moments, a split-second judgment call can turn into a mistake.
Another common error happens during payouts. When a player has multiple chips of the same denomination on a winning bet, dealers often use a technique called “sizing.” We take a stack of chips, place it next to the original wager, and then use a finger to sweep across both stacks, leaving the correct payout behind. It’s efficient and keeps the game flowing. But occasionally, chips stick together, and the player ends up short by one.
Sometimes the dealer catches it right away— sometimes not. And as you can imagine, being shortchanged, even unintentionally, never sits well with a player.
Another common mistake happens when a dealer slips into autopilot. I actually enjoy dealing to a full table of experienced players— when the pace is fast, the rhythm is smooth, and everything clicks. In those moments, you’re in the zone. The game feels second nature.
Sometimes, I’m anticipating a player’s move before they even make it. But here’s the catch: just because I know basic strategy inside and out doesn’t mean every player does. A player might have a soft 17 against my 10 and choose to stand. If I’m expecting a hit and act too quickly, I could accidentally deal a card. It doesn’t happen often, but it does happen.
These are just a few examples of common dealer mistakes—mine included. So how are they handled?
First, you acknowledge the mistake and take full responsibility. Second, a supervisor is always called to the table. Dealers aren’t allowed to correct their own errors—that’s standard procedure. The dealer explains what happened and suggests the appropriate fix. Most of the time, the supervisor agrees and authorizes the correction. However, when a card has been dealt in error, the supervisor typically takes over the decision.
Third, you apologize. And finally, you move on—learn from it, maybe even share a quick laugh, and keep the game going.
That’s the playbook. And in the vast majority of cases, it works smoothly for just about everyone at the table.
Most people are reasonable. They understand that mistakes happen, and as long as they’re corrected, the game moves on. There’s no need to dwell on it or get upset— because in the grand scheme of things, it simply doesn’t matter. This isn’t life or death. We’re not solving world peace or curing cancer—we’re playing a card game.
In fact, sometimes a small mistake can turn into a moment of levity. Regular players who know me understand that I take pride in what I do, so when I slip up, it often becomes part of the fun. A little back-and-forth, some good-natured banter—it goes both ways. At the end of the day, this is the entertainment industry, and if a player gets a laugh at my expense, I’m perfectly fine with that.
Of course, not everyone sees it that way. Some players can’t let it go. They berate dealers over honest mistakes, even when those mistakes are corrected. There’s a sense of entitlement—an expectation of perfection that just isn’t realistic.
Here’s the truth: the vast majority of players don’t play perfect strategy. Decisions are missed all the time—whether to hit, stand or double down. Expecting flawless execution from a dealer while making mistakes yourself is, quite simply, unfair.
Before placing blame, take a moment to put things in perspective. Dealers are human, and mistakes are inevitable. The game will go on regardless. So enjoy the experience, keep it in context—and if you’re having a good time, don’t forget to tip your dealer.
Al O’Grady has been a blackjack dealer for over seven years. He is a freelance writer with an economics degree and is currently pursuing a degree in mathematics.
