Its his job to make sure that the people "whining" about a broken and unfair game of luck, is actually fixed and enjoyable since, you now, many people PAID MONEY for a good experience and the right to be heard. But hey, by your logic, Casinos can literally have a 0% chance of winning at any of their games and it's THEIR fault when the gamblers get pissed. Hey, because being in customer service means you can make a total ass of yourself. I should know, I've worked in security before where I had the right to beat people black and blue if they so much as didn't hand me their wallets when I caught them window shopping. After all, they have to PAY for the right to decide to not buy something. Same if they're dissatisfied with something they buy and try to return it.