# Qasiknow

> Gaming Knowledge


## Posts

- [What Actually Gets Lost Between Shifts](https://qasiknow.com/what-actually-gets-lost-between-shifts/): One of the quickest ways to understand how a casino is actually run is to watch a shift handover. Not the formal briefing with printed reports and polite summaries.The few minutes before and after that, when supervisors exchange what really happened.Who played. What went wrong. What was adjusted. What still needs attention. In some properties, those conversations are short and precise. Decisions carry forward.In others, the same issues resurface twelve hours later as if nobody had mentioned them before. It sounds minor. It rarely is. A casino is one of the few businesses that runs continuously while responsibility rotates. The […]
- [Key 2026 Regulatory and Market Developments Impacting Executives](https://qasiknow.com/key-2026-regulatory-and-market-developments-impacting-executives/): The article highlights evolving regulatory requirements shaping market behavior, emphasizing tighter compliance expectations and increased oversight. It notes that firms are adjusting strategies to manage risk, maintain competitiveness, and respond to shifting regulatory interpretations affecting operations and investment decisions.
- [A Flood of Content, a Drought of Experience](https://qasiknow.com/a-flood-of-content-a-drought-of-experience/): Over the past year or so there’s been a noticeable shift in how consultants in the gaming industry are positioning themselves. Everyone is publishing. Constantly. Articles, white papers, opinion pieces, frameworks with arrows and clean diagrams. On the surface it looks like a sudden intellectual surge across the sector. In reality, a large share of it is AI-assisted output — and often not very well disguised. You can spot it quickly. The tone is polished but generic. The arguments are technically correct but strangely hollow. The conclusions arrive without friction. Everything reads like a competent summary of things we all […]
- [The Automation of Marketing](https://qasiknow.com/the-automation-of-marketing/): Abstract Today, the average campaign response rate is less than 1 percent and with the emergence of artificial intelligence (AI), traditional marketing is wading into troubled waters because the waves of strategic campaigns, the retargeting, the real-time media buying, and personalized emailing are not moving the marketing needle as they used to. The robotization of shopping and marketing is changing how brands compete for consumers. The real opportunity in marketing today lies in redefining the customer relationship rather than in cutting costs. In the future, humans might only be needed in the consumption phase of the buying cycle and purchasing […]
- [Marketing Imperatives for 2022 and Beyond](https://qasiknow.com/marketing-imperatives-for-2022-and-beyond/): 2021 was an exciting and turbulent year for businesses and the gaming industry was no exception. With multiple closures of casinos, inhumane layoffs, and then the Great Resignation, the agility of casino management has been sorely tested. Online gaming revenues, particularly in markets such as the United States, have increased manifold in the last twelve months causing land-based casino executives, once severely opposed to online gambling, to make huge bets in the online realm. Tectonic changes are in the offing, and we’re merely seeing a glimpse of what is to come. All in all, to quote the legendary Yogi Berra, […]
- [Do the Right Thing](https://qasiknow.com/do-the-right-thing/): In July of 1588 a large Spanish fleet edged Eastward up the English Channel, followed, just beyond long cannon shot, by the fleet of England. There, aboard the Sao Martinho, Flagship of the Squadron of Portugal, and indeed the whole Armada, stood Don Alonso Pérez de Guzmán y de Zúñiga-Sotomayor, 7th Duke of Medina Sidonia, who was the Commander-in-Chief of the force. Medina Sidonia, as he has come down to us through history, was a melancholy man; he was on record as having written to his liege, Phillip II of Spain, attempting to turn down his appointment to command the Armada […]
- [Capacity Planning in Marketing](https://qasiknow.com/capacity-planning-in-marketing-2/): Know Your Limitations In his article What Is a Constraint in Marketing?[1], John DuBois claims, “A constraint limits or holds back the possible success of an operational strategy. The theory of constraints, an organizational change method focused on process improvement, contends that every organization must face at least one constraint, or weak link in the process chain. In regard to marketing, constraints may affect product, price, place or promotion.” In his book The Goal[2], Dr. Eliyahu Goldratt conceived the Theory of Constraints (TOC), which prioritizes improvement activities and produces a highly focused methodology for generating rapid enhancement that has the […]
- [As the Browser Cookie Crumbles...](https://qasiknow.com/as-the-browser-cookie-crumbles/): Like Mark Twain’s claim that the news of his death was greatly exaggerated, the news of the browser cookie’s death might also have been a little premature, but the cookie’s demise, like the Twain claim, is destined to be fulfilled and whether it’s within a year, a two or three, it cannot be stopped. The cookiepocalypse is upon us whether we like it or not. The browser cookie is headed to oblivion because it is incompatible with today’s push for personal privacy that is being embraced by brands and governments worldwide. However, this shouldn’t be something to fear. The opportunity offers […]
- [Hospitality Systems of the Future](https://qasiknow.com/hospitality-systems-of-the-future/): The future is a scary place…but one also filled with opportunity. On the one hand you have a rag tag band of human resistance fighters trying to preserve their freedoms and liberate the world from the oppression of their AI overlords and on the other hand you have that same AI, intent, in a coldly mechanistic way to crush humanity beneath its robotic heel… Or tracks… Or whatever….Wow, that franchise hasn’t aged well… But, do you ever feel that way about your hospitality systems? Well perhaps not that they are trying to eradicate all fleshy life on the planet so […]
- [Capacity Planning in Marketing](https://qasiknow.com/capacity-planning-in-marketing/): Abstract Capacity planning or capacity management is the process of determining the production needed by an organization to meet changing demands for its products and services. For marketing departments, the key to capacity management is to counterbalance the right number of users and the right performance at peak usage to ensure a great end-user experience. Rather than waiting for a dream solution to materialize, marketers need to find a system that enables them to make better decisions and support those decisions with verifiable data. The Flexera 2020 State of the Cloud Report showed that organizations were wasting 30 percent of their […]
- [Casino Positioning in Turbulent Times](https://qasiknow.com/casino-positioning-in-turbulent-times/): I have been a marketing consultant to casinos for over two decades. Before undertaking any consulting assignment that involves marketing, I try to make sure that the interventions I am trying to enact are consistent with the casino operator’s existing positioning. I make it a point to ask casino marketing directors and general managers, “What is your property’s positioning statement?” Very seldom do I get a crisp response, the reason being that not many casino operators have clear-cut positioning. Yet, positioning is as critical to your marketing program as your company’s mission statement to its survival and future direction.   […]
- [Change Management](https://qasiknow.com/change-management-2/): Change Management, a resourceful process to improve a properties gross gaming results and a process I am often asked to explore with clients looking to improve bottom line results. So what is Change Management and more importantly by implementing change what are the benefits and will it improve your bottom line results. Before we explore Change Management and its deliverables, we need to step back and look at what’s happening on the casino floors today. As an industry veteran who started as a dealer in one of London’s Mayfair clubs back in the 1970’s, at times I just cannot believe […]
- [Game Selection Criteria (Part 5)](https://qasiknow.com/game-selection-criteria-part-5/): In the previous installment of this series on game selection criteria, specialty slot machine carousels were discussed as an important component to consider when preparing a well-designed casino floor. With the rapid deployment of bonus-themed games on the casino floor, slot carousels have become a complex product requiring advanced technology to support. As previously mentioned, gaming devices with bonus features have been flooding casino floors due to the increased popularity of lower-denomination wagering. The game math associated with achieving a top jackpot changes dramatically with the addition of a bonus feature to a game, and this is prompting operators to […]
- [Can A BlockChain Fuelled Social Casino Boost Deliverables?](https://qasiknow.com/can-a-blockchain-fuelled-social-casino-boost-deliverables/): Social Casino platforms continue to boom attracting even more players as a direct result of lockdowns and travel restrictions. Even when casino operators are in a position to begin ramping up, players will be reluctant to travel for some time to come. BlockChain has been touted as the next big thing in gaming circles, so just what are the benefits, if any, that this innovative technology can deliver. Surprisingly for an industry in boom mode, over the past 8 years there really hasn’t been any new innovations or additional game upgrades. In some respects that’s not surprising as the core […]
- [Casino Player Development Science by Nick Ippolito](https://qasiknow.com/casino-player-development-science-by-nick-ippolito/): In my continued mission to help casino hosts and management to focus on exactly what casino player development means and where the focus should be in this area, I created a fool proof casino player development science. There are, as we all know, many segments to casino player development and casino marketing. Often times I feel “player development” gets lumped into other segments or diluted a bit. Casino player development is about the opportunity and discovering the actuality if the DEVELOMENT of the player exists or can be achieved. Over the past 10 years traveling to casinos all over the […]
- [Game Selection Criteria (Part 4)](https://qasiknow.com/game-selection-criteria-part-4/): As the penny denomination continues to increase its market share, we should continue to see a wave of new devices with 25 or more wagering lines boasting payout frequencies in the 90–100 percent range. Why the penny market and not the quarter or higher denominations? This is partly due to customers’ resistance to wagering a large number of coins on an individual game. Unlike wagering 90 credits on a penny game, which is 90 cents, 90 credits on a quarter machine are $22.50 — and would not be supported by the typical slot player. As you probably noted in the […]
- [Game Selection Criteria (Part 3)](https://qasiknow.com/game-selection-criteria-part-3/): Next in this continuing series, we will look at the past and present of the multi-denomination phenomenon with a discussion on mixing denominations within a single gaming device and how it is changing the way we analyze our game performance. When discussing game selection for a casino, you might think about commenting on a particular game theme that has gained customer popularity and is easily recognizable by title or theme. But let us look at another game type that continues to grow year after year and that is a virtual blur when discussed: The limited-to-no actual theme recognition. As you […]
- [Team Selling – Team Hosting in the Casino Industry](https://qasiknow.com/team-selling-team-hosting-in-the-casino-industry/): The casino industry has often been referred to as a copycat industry that often feeds upon itself copying various marketing ideas and or programs from competitor casinos. Actually, this isn’t bad and oftentimes what really matters is who is copying whom. There is a big difference from copying something that is happening with your direct competitor versus something that you may have seen at another casino elsewhere. Remember, perception is reality and reality is perception in the casino industry. Team Selling is not a new concept. Team Selling is a concept that has been around for many years and used […]
- [Slot Game Selection Criteria (Part 2)](https://qasiknow.com/slots-game-selection-criteria-part-2/):   As noted in my previous article on game selection criteria, the discovery of saturation and how it impacts slot revenue is an important component of analysis when determining the proper mix of machines on your slot floor. This month let’s look deeper into the process of saturation analysis. Saturation studies can improve slot performance when reviewed on a regular basis or negatively impact slot department performance when ignored. Saturation covers nearly all aspects of the casino floor, weighing heavily on manufacturer, denomination and cabinet style. For an existing casino that has historical records providing measurable results to review, saturation […]
- [Casino Player Development vs Casino Hosting by Nick Ippolito](https://qasiknow.com/casino-player-development-vs-casino-hosting-by-nick-ippolito/): Your Time on the Phone and Your Time on the Floor My time in Morocco was an amazing experience for many reasons. First and foremost, to travel is always “The Dream”, to visit exotic places and to meet people from all walks of life and cultures is life changing. And for me, to visit casinos and see gaming in different spots all over the world has been thrilling and humbling at the same time. Training casino hosts at Magazan Resort in Africa was pinnacle for me for one particular reason. I made a phone call. A cold call, no no, […]
- [Slot Game Selection Criteria (Part 1)](https://qasiknow.com/slot-game-selection-criteria-pt-1/): If given the task of selecting a competitive blend of gaming devices for a new casino, where would the best starting point be? Planning for a new casino takes many twists and turns, but some portions of the decision process are consistent with the planning phase for ordering new machines at an existing casino. The first step is analyzing game performance at the property level. For those casinos that have slot tracking systems, the process of analyzing game performance is faster and more reliable than physically reading mechanical meters for accounting purposes. There are a few variables that change the […]
- [Principles of Entertainment Centric Gaming](https://qasiknow.com/principles-of-entertainment-centric-gaming/): In this document we will examine how time plays an important role in revenue production, both historically and present day, but more importantly potential impacts casino operations are facing today. The primary focus is marketing’s use of Free Play and Slot Operations movement to reshape the casino floor landscape with heavy emphasis on Bonus Themed or Entertainment Centric Gaming Devices. Not only will we explore good and bad points of both, but strategically develop an operational game plan that once executed will support future growth and expansion of both items. Click link below to download the white paper. Entertainment Document
- [Can Online Casinos Offer Non-Negotiable (NN) Chip Rolling Programs](https://qasiknow.com/can-online-casinos-offer-non-negotiable-nn-chip-rolling-programs/): As we continue to see land based head count and revenues plummet and with casino operators looking to online to bolster flat gaming revenues, can non-negotiable rolling programs, which are essential to the profitability of SE Asia casinos, be replicated and implemented through an online casino platform. Before that question can be answered, it is absolutely critical for operators looking to translate the complex world of Asian based incentive programs to an online platform, first and foremost make every effort to understand the cultural differences and economics of how rolling programs work and function throughout Asia. Not doing so will […]
- [The AI Hotelier A Book by Andrew Pearson](https://qasiknow.com/the-ai-hotelier-a-book-by-andrew-pearson/): The A.I. Hotelier – Andrew Pearson
- [Hollywood Hosts](https://qasiknow.com/hollywood-hosts/): When I saw Roberts petition about having a female writing for Qasiknow I felt a bit challenged. I can’t leave his expectations unattended! So let’s start this torture! When I started my career in 2005,  I realized  that it takes more than just a few years’ experience or work for a good company to succeed… is just like  formula one. It doesn’t matter who you are racing for but it is about the attitude and commitment that takes you to the podium. And is just about that attitude that keep you accepted in a chauvinist industry, such as gaming. The […]
- [Optimize Room Occupancy to Maximize Casino Revenues](https://qasiknow.com/optimize-room-occupancy-to-maximize-casino-revenues/): This is a continuation of my series on how to tweak bottom line profits for your hotel casino. Managing a hotel casino today is much more complicated than in the past and will become even more complicated in Macau. Before, the primary emphasis was always on game security and preventing internal theft. Today, the emphasis is more on maximizing bottom line profitability. Many casino executives today have had to review their operating philosophies in many different areas in order to achieve this new objective. With the help of various technological improvements in surveillance equipment, casinos have been able to reduce […]
- [BlockChain In Gaming – Are We There Yet?](https://qasiknow.com/blockchain-in-gaming-are-we-there-yet-2/): At the core of any successful gaming business is the need to innovate across all areas of product and game development. Incorporating new technologies and platform advancements delivered to an audience continually hungry for innovation, making the delivery and processes easier and more transparent are keys to success. The latest innovation to grab the interest of forward thinking gaming executives is something called the BlockChain. An undeniably ingenious invention that has actually been around for a number of years, BlockChain is the brainchild of a person or group of people known by the pseudonym, Satoshi Nakamoto. Before looking at what […]
- [Threat Vectors in Land Based Casinos](https://qasiknow.com/threat-vectors-in-land-based-casinos/): So, we have given some thought to policy and procedure. This is important, because good policy and procedure will enable a casino organization to deter a lot of potential crime and will give them the best chance possible to speedily detect those individuals who, for whatever reason, cannot, or will not, be deterred. But, even the best policies and procedures do not mean that a casino operation can rest on its laurels. Rather the opposite, they could be thought of as a foundation upon which the entire edifice of practical security and surveillance and revenue in game protection, can be […]
- [Casino Design & Layout by Lawrence Levy](https://qasiknow.com/casino-design-layout/): The following article will touch on some of the basics of casino design and layout – focusing on full casinos with tables and slots. Many of these points may seem obvious but they are worth noting, whilst others will be more obscure but nonetheless important. The objective is to make you stop and think about your casinos. For example: What first impression am I giving? Do we have an inviting environment? Are my employees easily recognizable? Do they have the right scripts to meet and greet the customers? Can my customers flow through the casino easily? Do they have a […]
- [The Old Annual Casino Budget Dilemma](https://qasiknow.com/the-old-annual-casino-budget-dilemma/): Casino budgets are an annual process that seems to come and go without too much ceremony or celebration. Depending upon your casino’s budget process, it can be a productive activity or an activity of futile frustration. I have researched the budget process in many different casinos looking for common denominators as well as common helpful hints to ease the pain. However, one common denominator that was heard was “I wish we could change all of the B.S. that goes along with the budget process”. So, you are not alone out there in casino land. It was the same comments from […]
- [VICTORS: Dominate Your Competition Through Superior Customer Experience](https://qasiknow.com/victors-dominate-your-competition-through-superior-customer-experience/): A vast majority of businesses today compete primarily on Customer Experience (CX). However, the reality is that for gaming companies and clubs, efforts to achieve improvement in customer experience have consistently been bottlenecked, if not outright thwarted, resulting in inconsistencies and misalignment in CX delivery. Ambiguity and inactivity represent two of the most notable culprits for a mediocre customer experience. At a time when the customers have unprecedented choices in a contracting marketplace, it is incumbent on gaming services providers, both land-based and cloud-based, to compete on the primacy of customer experience (CX). While most CEOs and GMs in our […]
- [Who first Fingered the Russian slot machine hackers who are taking millions from casinos?](https://qasiknow.com/who-first-fingered-the-russian-slot-machine-hackers-who-are-taking-millions-from-casinos/): They haven’t gone away. As I mentioned in a previous article, our society C.S.&S.S. first mentioned Murat BLIEV in June 2011. In 2012 when I assisted in the opening of a casino in Switzerland the surveillance department already had instructions to red flag any Russians entering the premises. However, it wasn’t until June 2014 that they were first arrested. How much money had they accumulated during this period and up to today as they go about their business almost unrecognizably? Millions. So how come they were able to go undetected for so long before they were finally arrested and who […]
- [Technological Impacts on Table Games Operations](https://qasiknow.com/technological-impacts-on-table-games-operations/): As we begin, tentatively, coming out of the Covid-19 pandemic, it is time to completely reassess the Casino industry and how we think it will progress, certainly in the short and medium terms. In Las Vegas, where I currently reside, there has been a definite split between the relative success of operations on, or off, the iconic Strip. With the smaller, off-strip properties recovering much faster and doing much better business and accomplishing this on the back of, dare I say it, gaming! Now, obviously much of this is structural, the Vegas on-strip casinos moved away from gambling being their […]
- [La liberté par la règle dans la règle](https://qasiknow.com/la-liberte-par-la-regle-dans-la-regle/): La soirée était calme en cette fin de saison, bercé par le bruissement des jetons et les annonces des croupiers, j’appréciais le calme et la tranquillité de cette nuit. Quand soudain, un rugissement brisa la quiétude de cette nuit idyllique. D’un coup d’œil j’avisais la table d’où était parti le scandale et comme par magie apparu derrière le chef de table. Un de nos plus gros client s’agitais bruyamment et contestait avec véhémence le « coming-out roll » : les dés affichaient 7, tous les place-bet étaient « on » ! le joueur perdait 5.500€ sur ce coup, après avoir gagné plusieurs dizaines de millier d’euros, […]
- [Social Casino Gaming – Get In Now?](https://qasiknow.com/social-casino-gaming-get-in-now/): Casino operators and investors are now looking into online gaming both as a game saver for stalled operations and as a good potential investment in these times of crisis. So just what is the best option, should you head down the online casino road, or opt for the much hyped option of social casino games? For me, having been in the online industry both as a consultant and owner operator since 2001, it’s a no brainer, I’ll take social casino games every time and this why. Social Casino Gaming is booming, in 2018 the global social gaming industry generated a […]
- [Lessons learnt from COVID restrictions on the slot floor](https://qasiknow.com/lessons-learnt-from-covid-restrictions-on-the-slot-floor/): SLOTS Lessons – COVID-19 – What have we learned from the pandemic in Chile and does it apply or coincide with the rest of the world? There has been various very interesting and valuable articles regarding the impact of the pandemic on casino floors and what we can learn from it i.e. Floor diversification, player preference stats, game count etc. Many of these articles are based on studies from companies with significant databases. In this short article I want to share similar info but as LATAM really participates very little if at all in the studies from these analytical companies […]
- [An Introduction to Rating Scams](https://qasiknow.com/an-introduction-to-rating-scams/): The whole idea of Casino Membership Loyalty Ratings Systems is to tell the Casino Operation, especially Gaming and Marketing, how much their Patrons are worth and therefore how much value they are for your Casino operation. From this you can decide how much you wish to return to them by way of incentives, or as rebate, or “free” goods and services, so that they continue to frequent and to wager in your property. After all, a casino membership loyalty system is just like any other loyalty system, such as the one you use when you go to the local supermarket, […]
- [Commercial Gaming Revenue Tracker USA (Infographics)](https://qasiknow.com/commercial-gaming-revenue-tracker-usa/): Qasiknow Infographics on February 2021 Commercial Gaming Revenue in the US  
- [Physics, Psychology and the Casino Industry](https://qasiknow.com/physics-psychology-and-the-casino-industry/): The other day my wife called me and asked me what I was doing. I gave her the standard one word answer – working. She then asked me what I was thinking. I gave her the standard one word answer – nothing. We often joke back and forth like this but basically she was curious as to what I was doing and what I was thinking that day. I then told her that I had a meeting with one of our Table Game Shift Managers. She questioned me about what a Vice President of Casino Marketing and a Casino Shift […]
- [The 5Es of Great Customer Experience in Gaming](https://qasiknow.com/the-5es-of-great-customer-experience-in-gaming/): Several casino companies are now making considerable investments in trying to understand and orchestrate the experience they provide to guests. Based on early feedback, the results have been varied across properties. Specifically, those casino operators who understand their customers and make active inflections along the customer journey based on customer feedback are far more likely to succeed in their experience endeavors than those who rely on provider perceptions such as managerial judgments or assessment of external rating agencies. Basically, customer experience (CX) comprises of all of the perceptions and interactions a customer has with an organization. Based on my research […]
- [The fate of a Colombian "stacker stealer"​ in Vietnam](https://qasiknow.com/the-fate-of-a-colombian-stacker-stealer%e2%80%8b-in-vietnam/): Mr  X received a heavy sentence for “stealing” more than 1 billion VND at a game machine. Wednesday, August 24, 2020 When he went to play at the Vegas Club in the center of Ho Chi Minh City, Mr X (*Ref Update number 019959) discovered that the unlocked money box was open and was stolen. However, Mr Xs behavior was revealed and then arrested. Defendant Mr X received a 12 year prison sentence for stealing more than 1 billion. On August 26, the Ho Chi Minh City People’s Court opened a trial against the defendant Mr X. M-L S (36 […]
- [BlockChain In Gaming – Are We There Yet?](https://qasiknow.com/blockchain-in-gaming-are-we-there-yet/): At the core of any successful gaming business is the need to innovate across all areas of product and game development. Incorporating new technologies and platform advancements delivered to an audience continually hungry for innovation, making the delivery and processes easier and more transparent are keys to success. The latest innovation to grab the interest of forward thinking gaming executives is something called the BlockChain. An undeniably ingenious invention that has actually been around for a number of years, BlockChain is the brainchild of a person or group of people known by the pseudonym, Satoshi Nakamoto. Before looking at what […]
- [The Casino Marketing Planning Process](https://qasiknow.com/the-casino-marketing-planning-process/): THE GOALS OF CASINO MARKETING The goal of business is to generate profits1. To the task of achieving profit goals, the casino resort applies a multi-disciplinary approach including such disciplines as Human Resources, Accounting/Finance, Operations and Marketing. The objective of the marketing discipline is to create demand for the business utilizing two primary approaches: Product Marketing and Program Marketing. The goal of Product Marketing is to stimulate demand by conceptualizing and delivering a good or service that meets or exceeds a consumer need, want, or expectation at a price that creates a real or perceived value.2 The goal of Program […]
- [Gaming License Costs in the Ukraine](https://qasiknow.com/gaming-license-costs-in-the-ukraine/): UKRAINIAN GAMBLING LAW This Alert (“Alert”) is based on the Ukrainian gambling law (“Gambling Law”) that was approved by the deputies of the Ukrainian parliament (Verkhovna Rada) in the second reading on 14 July 2020 and finally signed by the President Volodymyr Zelensky on 11 August 2020. PLEASE BE ADVISED THAT THE CONCLUSIONS MADE IN THIS ALERT MAY CHANGE IN COURSE OF FURTHER DEVELOPMENT OF UKRAINIAN SECONDARY GAMBLING LEGISLATION. REGULATED ACTIVITIES The Gambling Law provides for the following eight verticals that will become regulated upon adoption of the Gambling Law: Land-based casinos; Online casinos; Land-based sports betting; Online sports betting; […]
- [Ukrainian Gambling on the Tight Rope (Outlook before the law was passed)](https://qasiknow.com/ukrainian-gambling-on-the-tight-rope/): Everyone knows at least a bit about the rollercoaster drama that the Ukrainian gambling scene has been for the past 3 decades. Before the 2009 gaming ban, the country was a typical eastern European state as far as the gambling industry was concerned. Riddled with mafia presence and sometimes even violence. I very much remember receiving news of an old colleague of mine shot in the cash desk of a casino in Kiev. The government simply could not control it, so just like in Russia they decided to shut the whole industry down. A fire killing 9 people in the […]
- [Personalization the artificial intelligence way](https://qasiknow.com/personalization-the-artificial-intelligence-way/): “AI is one of the most important things humanity is working on. It is more profound than, I dunno, electricity or fire.” Sundar Pichai, CEO, Google   We seem to be living in the age of AI. Everywhere you look, companies are touting their most recent AI, machine learning (ML), and deep learning breakthroughs, even when they are far short of anything that could be dubbed a breakthrough. “AI” has probably superseded “Blockchain”, “Crypto”, and/or “Fintech” as the buzzword of the day. Indeed, one of the best ways to raise VC funding is to stick ‘AI’ or ‘ML’ at the front […]
- [First-time casino visitors](https://qasiknow.com/first-time-casino-visitors-by-john-connolly-www-fingeronline-net/):   Who are they? First-time casino visitors. This is the question every duty manager has to ask themselves when a big player (players) appears on their gaming floor. They may have arrived in a junket group from some unknown gaming jurisdiction or they may have just arrived on business to your city. If they are an individual or a small group of players and they sit down on your gaming table and buy-in with a large amount, what do you do, what do you ask yourself? Cheats often buy-in for large amounts because they want to cheat big for big […]
- [COVID-19 and Its Aftermath: Five Trends to Watch](https://qasiknow.com/covid-19-and-its-aftermath-five-trends-to-watch/): The story of COVID-19 is one of optimism and pessimism, of confidence and nervousness. While the economic, political, and cultural impacts of this pandemic will differ somewhat from country to country, there exist a handful of trends that will be experienced around the globe, albeit to varying degrees. The direction and pace of these developments is nothing short of breathtaking. According to the Barrett Values Centre, the tectonic shifts that have taken place in people’s priorities and values within the first few weeks of the onset of COVID-19 would normally have taken five to eight years. The outbreak of COVID-19 […]
- [When is a High Roller Actually High Risk?](https://qasiknow.com/when-is-a-high-roller-actually-high-risk/): INTRODUCTION There are almost 600 casinos in the United States and several thousand around the world. Every one of them probably has a different interpretation of what a high roller is. It is an interesting and controversial subject that is all relative to each casinos VCL. VCL is one of the many variable factors that can affect the way a casino would view their interpretation of a high roller. In other words, one size doesn’t fit all when evaluating high rollers. Therefore, I think is important to review VCL first and hopefully clear up some of the many misconceptions that […]
- [Taking a land based casino online](https://qasiknow.com/taking-a-land-based-casino-online/): With the recent lock down of land-based casinos all over the world, the search for alternative revenue streams intensified. People and businesses as well mostly like to stick to what they know or what they think they know, so they search for these revenue sources in gaming alternatives such as online casino, sportsbook, lottery and all other online products that have to do with gambling. We at Sense 4 Gaming in the past 2 months have had quite a few inquiries and requests from land-based operations to investigate ways their business could be taken online. Most casinos have a very […]
- [Change Management](https://qasiknow.com/change-management/): Change Management, a resourceful process to improve a properties gross gaming results and a process I am often asked to explore with clients looking to improve bottom line results. So what is Change Management and more importantly by implementing change what are the benefits and will it improve your bottom line results. Before we explore Change Management and its deliverables, we need to step back and look at what’s happening on the casino floors today. As an industry veteran who started as a dealer in one of London’s Mayfair clubs back in the 1970’s, at times I just cannot believe […]
- [Land-Based Casinos: Battered and Bruised By COVID-19](https://qasiknow.com/land-based-casinos-battered-and-bruised-by-covid-19/): The COVID-19 pandemic has had a huge detrimental impact on the casino industry. With majority of the world’s casinos being forced to close for at least some time during the pandemic, gaming revenues in 2020 have taken a huge hit. The decline in revenues from pre-pandemic times to the post-reopening period shows dramatic variations across jurisdictions. While Macau casino operators experienced a prolonged y-o-y decline in revenues of over 90%, some regional casinos in the United States and some clubs in the New South Wales state of Australia quickly rebounded post reopening. Worldwide, casinos are expected to gather only half […]
- [Un certain regard](https://qasiknow.com/un-certain-regard/): Why have your operation audited by independent experts? “An operational audit is an examination of the manner in which an organization conducts business, with the objective of pointing out improvements that will increase its efficiency and effectiveness.” And there are various manners in which business can be conducted. They can all be equally effective and reach the same results with the same effort. But mostly they are not. In casinos a good example would be procedures. Those of you who had the chance to work in multiple jurisdictions and for various companies, know how a simple procedure of paying out […]
- [Casino Junkets – Part Art, Part Science and Part Voodoo](https://qasiknow.com/casino-junkets-part-art-part-science-and-part-voodoo/): Casino junkets are a very interesting subject. Casino junkets, junket reps and independent reps who organize individual ‘splinter junkets’ exist all around the world today. Splinter junkets or “splinters” is a slang casino term for individual players as opposed to a large group of players. There are approximately 2,500 – 3,000 legitimate licensed casino operations located around the world. Not all but many of these casinos either have a junket program in one form or another or employ or engage junket reps or independent reps to bring qualified players to their casinos. Junket programs and Rep commission programs vary drastically […]
- [Angry, Upset Players - What should you do?](https://qasiknow.com/angry-upset-players-what-should-you-do/): My last educational post received so many responses that I have decided to post another helpful article about how to handle angry upset players which is a universal problem in most casinos around the world today. Angry Upset Players: What should you do? How do you diffuse conflict when a casino player becomes angry or upset? It sounds like a simple question but the answer can often be extremely complicated. It also does not matter whether the player is a table game player or a slot customer. Conflict is conflict. My office at the time was located on the casino […]
- [Casino Junkets....The good, the bad and the ugly....Part 1](https://qasiknow.com/casino-junkets-the-good-the-bad-and-the-ugly/): First, we need to understand what a junket is and what it is not. A casino junket is a group of individuals that “supposedly” have a propensity for gaming that are being organized by a tour leader referred to as a junket rep to take them on an organized trip to a casino for gaming purposes. A casino junket is not a free tour and travel vacation complements of the host casino. It is suppose to be a gaming trip. If you notice, I use the term “suppose to be” several times. Second, I am one of the few casino […]
- [Casino Junkets....the good the bad and the ugly....Part 2](https://qasiknow.com/casino-junkets-the-good-the-bad-and-the-ugly-2/): First, it is important to understand that Junket Reps serve a legitimate function in many different casinos around the world. They basically act similar to an independent manufacturer’s sales representative who represents the manufacturer’s line of products on a commission basis instead of working on a fixed salary as most casino employees do. There are numerous books written on the Manufacturer’s Rep System. There are none written about Junket Reps. Casinos today use similar systems with their Junket Reps engaging them as part of their external sales and marketing team. In fact many of the large Fortune 500 companies such […]
- [They're stealing our stackers......parts one and two by John Connolly](https://qasiknow.com/theyre-stealing-our-stackers-more-parts-one-and-two-by-john-connolly/):  All across Europe slot machines are being robbed by Colombians and Peruvian organized gangs and their member numbers are growing. Even though they are from time to time being arrested it doesn’t stop them in their pursuit of what seems to them to be easy pickings. Why is it easy for them? Well, there are different reasons, casinos have many slot machines and it’s easy to find a quiet location on the gaming floor and a convenient spot to observe any movement by gaming floor staff. They will use one or more of the gang as lookouts. Cameras are not […]
- [Is Europe a place for ICRs?](https://qasiknow.com/is-europe-a-place-for-icrs/): Recently I was involved in a study looking at the role of ICRs in different parts of the world. The way different continents, cultures gamble can be very different and what form of gambling is prevalent apart from the cultural factor is mostly influenced by the kind of operators and their business models present in these markets. I already wrote about the backward trends in Europe when it comes to using new technologies and more importantly data for improving operations. During analyzing data for the above-mentioned project, it became evident the us Europeans are legging behind the Americas and Asia […]
- [In the land of the blind, the one-eyed man is king](https://qasiknow.com/in-the-land-of-the-blind-the-one-eyed-man-is-king/): This column was born in South Africa, in the middle of nowhere between Jo’Burg and Sun City in a Dacia revving at 5,000 and barely making it up a hill. I would call it a difficult birth, but I am certain it will have a bright future. Glyn and I agreed that a structured series of articles on the most important issues of casino management would do the industry and the magazine good, so here we go. In this first article I would like to reflect on the “raison d’etre” and the usefulness of this column to most readers of […]
- [The curious divide between online and brick and mortar gambling](https://qasiknow.com/the-curious-divide-between-online-and-brick-and-mortar-gambling/): Some of you might remember the days when on major gaming shows table games and tables related manufacturers still took up quite a bit of floor space. Having started my gaming carrier almost 30 years ago on the tables side of the land-based gaming industry, I always kept a tag on technological advances and change in general. Change and the way people react to it always fascinated me. The first decade of the new millennium saw slot machine manufacturers take over the shows, exhibiting on bigger and bigger stands. While some of the major manufacturers are still a prevalent feature […]
- [Crisis management in casinos](https://qasiknow.com/crisis-management-in-casinos/): On my long list of subjects for this column, crisis management has been patiently waiting for its turn to see the light of day in print. It would never be more relevant than right now I guess, in what we could certainly call the biggest crisis of our lifetimes in many countries around the world. I haven’t felt my freedom restricted since my days in the army back in 1987. I believe this holds true for most of us, having lived the best part of our lives in absolute freedom that we so much take for granted, that a quarantine […]
- [Time to update your casino gamingfloor](https://qasiknow.com/time-to-update-your-casino-gamingfloor/): While casinos in more and more countries are eagerly opening their doors for business again, there is a new normal. Our old ways of welcoming guests to our casinos are either temporarily suspended or as a worst-case scenario will never return. Nobody really knows at this stage, if the happenings of the past six months will change the way we live our lives forever or we eventually get over the fear that these COVID times imprinted onto our brains. I certainly hope for the sake of our industry and in general for our wellbeing that common sense will eventually gain […]
- [Must the show go on?](https://qasiknow.com/must-the-show-go-on/): The gaming industry has always had a very healthy trade show and conference business around it bringing gaming professionals of all sorts together with each other, suppliers, educators, etc. From major international companies to small local shops, we had events of all shapes and sizes where we could meet long lost colleagues, spend  the yearly capex on equipment and supplies, listen to industry leaders share their thoughts about the latest trends or learn a thing or two on educational sessions. Major gatherings like ICE with iGB, the G2Es, the SBC events and SIGMA just to mention the biggest ones, became […]
- [Are Customers More Than Data Points?](https://qasiknow.com/are-customers-more-than-data-points/): In a recent article I was arguing that many casinos in the region (and worldwide I would say) do not make the best of the data at their disposal. In this one, I am taking a look at how some companies might rely too much on the data and forget the customer as a human being in the process. Let’s take a look at two life like scenarios: You’re in London for ICE and one of the parties you’re invited to happens to be in a chic club you would probably not go to, but this time of course the […]

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