Sarah Koenig

The spokesperson pointed out that the conversations Bachman says she had with casino employees, her dealings with staff, they're all unverified, which is true.

But I did talk to several other people, former casino employees and one veteran gambler, who all said that most of the interactions Bachman says she had with the casino are plausible and pretty typical.

The Caesars statement went on to say that their marketing isn't predatory.

They're just doing what any smart company does.

Quote, We look for ways to attract customers, and we make efforts to maintain them as loyal customers.

When our customers change their established patterns, we try to understand why and encourage them to return.

That's no different than a hotel chain, an airline, or a dry cleaner.

Gary Loveman is the CEO and president of Caesars Entertainment.

Loveman was a Harvard professor who came to the company to design and implement the marketing strategies targeting customers through the total rewards cards I mentioned earlier, which changed the industry.

Last fall, Loveman talked to our colleagues at Planet Money for a different story about marketing.

But he also addressed this problem of addicted gamblers.

He was categorical.

He said the company does not want them as customers.

Well, maybe.

This is Christian Kunder.

For about six years, he worked at Caesar's Palace in Las Vegas, both before and after it was taken over by Harris.

Did you ever serve gamblers that you knew personally, like you knew or suspected that they were addicted?

You did?

And no one's saying anything to them?

Kunder's title was assistant casino manager, what's more commonly known in casinos as a pit boss.