According to Encore spokesperson Eric Kraus, the casino "experienced a brief system outage" which affected the slot machine ticketing system, which meant casino representatives had to revert to "hand-paid jackpots."
"We had to revert to and payments for all our of our guests," Kraus said. "The issue has been resolved and we're doing deep dives on figuring out the cause of this, and hopefully it will never happen again."
Encore customers told WBZ NewsRadio that the power issue was "not brief," and that all players had their money "stuck in machines" whether or not they had won anything.
The issue reportedly started around 9 p.m., and Kraus said the problem continued for an hour and a half, during some of the casino's peak hours.
People inside the casino reported the slot machines shutting down in the middle of their games, showing a "call attendant" message.
The Friday night power issues are just the latest in a string of problems for Encore; earlier this week the Massachusetts Gaming Commission released its January numbers, showing Encore's revenue expectations falling short once again. The casino has missed its target revenue every month since it opened in June 2019.
WBZ NewsRadio's Shari Small (@ShariSmallNews) reports: