The Casino Business Podcast

Volante Software CEO, Juan Romero, discusses a needed transformational shift in how casino operators should evaluate and manage their slot floors in this interview with URComped CEO, Craig Shacklett. The conversation centers on Slot Trak and its role in helping operations move beyond traditional top-line revenue thinking to a more impactful bottom-line perspective, factoring in costs, downtime, labor, and lost revenue opportunities. Romero breaks down how data, reporting, and real-time insights change the way decisions are made on the gaming floor, turning gut feelings into informed strategies that directly affect profitability. Learn more: https://trio360.vip/transforming-slot-floor-performance-with-slottrak/

In this interview, URComped CEO Craig Shacklett sits down with Jim Sulima, AKA Super Host 88 and Director of Player Development at Tioga Downs, to break down his 5 Commandments of Player Development and relationship marketing. Drawing from his experience, Jim shares the universal principles that transcend properties, markets, and job titles, outlining his "commandments" for building loyalty, trust, and unforgettable guest experiences. From professionalism and accessibility to knowing your customer and leading with empathy, this conversation goes beyond theory and into real-world execution. Whether you're on the casino floor, in VIP services, or leading a team, Jim's insights offer a masterclass in how intentional relationships drive long-term success in the gaming industry. Topics Discussed: - Be Professional - Know Your Customer - Build Relationships with Other Departments - Be Accessible and Answer Your Phone - Treat Others How You Want To Be Treated Learn more: https://trio360.vip/the-five-commandments-of-player-development-jim-sulima-interview/

URComped CEO Craig Shacklett sits down with true industry original Henry Pisano, Player Development OG and owner of Pisano Destinations, for a conversation that spans the evolution of casino hosting from the old-school days to today's data-driven world. From boiler rooms and handwritten player notes to the lost art of negotiation, relationship-building, and service beyond points, Henry shares legendary stories, hard-earned lessons, and timeless principles that defined player development at iconic properties like Bally's Park Place, Golden Nugget, Seminole Hard Rock, and more. This interview not only shares some fun stories about industry legends, but also pulls back the curtain on how hosts built loyalty before automation and recover poor player experiences. Learn more: https://trio360.vip/old-school-hosting-the-lost-art-of-player-development-with-henry-pisano/

From console to casino. In this exclusive interview, URComped CEO Craig Shacklett sits down with Rebecca Martin, CEO and Founder of Spin Pass, to explore how video game-inspired technology is redefining loyalty in the iGaming world. Drawing from proven engagement mechanics found in the video game industry, Spin Pass introduces a modern, dynamic approach to player loyalty that goes far beyond traditional points and rewards-based programs. Rebecca discusses the vision behind Spin Pass, the gap it was built to solve in iGaming, and how bringing new ideas from the video gaming world into the casino environment is driving deeper engagement, stronger retention, and measurable results for operators. Topics Discussed: - Overview of Spin Pass - Spin Pass's focus within the gaming and iGaming ecosystem - Video game industry influences behind Spin Pass's concept - The unmet gap in iGaming that Spin Pass was designed to solve - Explanation of loot boxes and battle Passes - How Spin Pass elevates player loyalty and engagement - Bringing video game–style progression into casino gaming - Key differences between Spin Pass and traditional casino loyalty programs - Unique advantages and competitive differentiation of Spin Pass - Measurable results and outcomes operators have achieved using Spin Pass Types of operators who benefit from Spin Pass Learn more: https://trio360.vip/leveling-up-igaming-loyalty-how-spin-pass-brings-video-game-innovation-from-console-to-casinos/

In this exclusive interview, URComped CEO Craig Shacklett sits down with the Event Vice President of G2E, Korbi Carrison, to explore how the industry's premier gaming conference has evolved over time. From a look back at what gaming conventions were like before G2E, to the early days that shaped the show's foundation, the conversation traces G2E's growth alongside the rapid transformation of the industry. Together, they dive into how success is measured year over year, the trends and buzzwords that have defined past and present shows, and the emerging topics shaping the future. The discussion also covers how G2E stays relevant and continues to pivot with innovation. Topics Discussed: - G2E's history and evolution - What gaming conventions looked like before G2E - The role of the American Gaming Association in the early days - How G2E measures success year over year - Trending topics from G2E this year and the buzzwords that defined past shows - How G2E identifies, plans for, and pivots with emerging industry trends - Strategies keeping G2E relevant - Fun and notable stats from G2E 2025 - What G2E leadership looks forward to each year when planning the event - How G2E manages competitive businesses coexisting on the show floor - Where G2E is headed and how the expo may evolve over the next few years - The presence and role of regulators at G2E - G2E 2026 Learn more: https://trio360.vip/behind-the-show-floor-an-inside-look-at-the-global-gaming-expo/

In this insightful interview, Craig Shacklett, CEO of URComped, sits down with Ari Mizrachi, Senior Vice President and Head of North America Business for Tangam Systems, to explore how data-driven intelligence is transforming the casino floor. Together, they dive into why Ari was drawn to Tangam's mission, how the company is bridging the gap between operations and marketing, and the ways their technology brings science to an industry long driven by instinct. From optimizing table games to adapting layouts based on player behavior, this conversation uncovers how Tangam empowers operators to make smarter decisions, elevate the player experience, and ultimately maximize revenue. Topics Discussed: - Ari's background in the casino space - What attracted Ari to Tangam systems - What problem Tangam Systems solves for operators - How Tangam systems bring operations and marketing together using data - Using data to determine optimization and make decisions that ultimately maximize revenue - Changing the floor to accommodate customer behaviors and trends to create a better experience for them - What results do casinos see after using Tangam Systems - How 'Real-Time' is Tangam Systems - TYM or Table Yield Management - What is SODA - Slot Optimization - How marketing gets value from Tangam Systems Data - Tangam Systems' onboarding time - Looking ahead 3-5 years - Crossover trend

One of the most influential innovators in modern gaming—Nigel Eccles, co-founder of FanDuel and current CEO and co-founder of BetHog joins URComped CEO, Craig Shacklett, for a conversation about his product's growth and development. In this interview, Nigel takes us inside the origin story of FanDuel: how the idea first sparked, how early prediction-market experiments led to a dramatic pivot, and what the team learned as they navigated the early stages of building what would become a daily fantasy sports powerhouse. He reflects on the customer feedback that shifted FanDuel's model, how the company attracted and retained players in a rapidly expanding and competitive marketplace, and the mindset required to grow while knowing big challengers were inevitably coming. Nigel also dives into his newest venture, BetHog.com—explaining what it is, how crypto casinos fit into today's gaming landscape, why the platform is focused on international markets, and what the player experience looks like when gaming with crypto. He shares what differentiates BetHog, how VIP interactions work, and how the company is pushing boundaries with Sunny, the world's first AI dealer, designed to bring more social, human-like interaction into online gaming. Topics Discussed: How Nigel developed the idea for FanDuel using prediction markets The early stages and development of FanDuel How customer feedback initiated the FanDuel model change. Determining the price for players on FanDuel What was the strategy for competition What is BetHog.com How Crypto Casinos fit into the current market BetHog's international growth focus What is the process to play in a crypto casino What differentiates BetHog VIP interactions New product Sunny- the Worlds first AI dealer Using AI to create more social elements Learn More: https://trio360.vip/nigel-eccles-on-building-fanduel-and-bethog-product-led-growth-and-the-future-of-igaming/

In this interview, URComped CEO Craig Shacklett sits down with Nick Ippolito, Player Development Mentor and "The Host Whisperer," to unpack how casino player development really works across markets. Kicking off with Nick's article "I'm Not Talking About Vegas!", the conversation explains why blanket advice fails outside destination markets and how hosts must tailor strategy to property realities like comp percentages, visit frequency, tax environments, and leadership maturity. Topics: The inspiration behind "I'm Not Talking About Vegas" and the responsibility of industry voices How casino markets differ globally: Vegas vs. regional vs. international properties Defining "true player development" and how it originated in Atlantic City The evolution of telemarketing and its influence on today's host model Adapting training and PD strategy for each property and demographic The challenge of player loyalty in the modern casino environment Property-specific comp policies, taxes, and leadership differences The importance of staying in your lane and specializing within casino operations Upcoming news and conferences in casino player development Learn more: https://trio360.vip/adapting-casino-player-development-strategy-cocktails-at-the-tangiers-nick-ippolito-interview/

In this interview, Hawk Tax Solutions Tax Director and Enrolled Agent Ashley Davis joins URComped CEO Craig Shacklett to answer some of the most common gambling accounting and tax questions players face. She breaks down what qualifies as a professional gambler, how to properly track wins and losses, and which expenses can be deducted. The conversation also covers tricky areas like sweepstakes casinos, crypto play, state-to-state taxation, and how content creation can support professional claims. Topics Discussed: - Why sweepstakes casino losses don't offset winnings - How to keep an acceptable gambling journal or win-loss record - Criteria for qualifying as a professional gambler, even with a day job - Using YouTube or content creation to support professional status claims - Deductible expenses for professional gamblers (travel, software, coaching, tournaments, ATM fees) - Tax treatment of daily fantasy sports, offshore casinos, and crypto gambling - State taxation issues and when it makes sense to itemize losses Learn more: https://urcomped.com/blog/details/6131103/casino-tax-rules-tracking-wins-losses-deductions-more

In this interview, URComped CEO, Craig Shacklett, sits down with Robert Christensen, Director of Digital Gaming at Choctaw Casino, for an in-depth look at the evolving world of online gaming through the lens of tribal operations. From the launch of Choctaw’s Social Casino to the nuances of Class II versus Class III gaming, Christensen breaks down complex regulatory frameworks, the rise of sweepstakes and prediction markets, and Choctaw’s strategic approach to digital gaming within sovereign tribal lands. The conversation also explores how European markets have influenced U.S. iGaming development, the growing tension between traditional and gray market operators, and how data-driven personalization is reshaping online player experiences. Topics Discussed: Robert Christensen’s RoleDefinitions & Distinctions in Online GamingWhat are Social Casinos, Sweepstakes Casinos, iGaming, Prediction Markets, etc. and how are they different?Legal and Regulatory LandscapeWhat are Class 2 gamesWhat is IGRA and how does it workWhat are compacts?Choctaw’s Strategic FocusExpanding mobile gaming access beyond reservation boundariesTribal Sovereignty & Class II GamingEuropean Influence & Technology PartnershipsThe Future of Online Gaming in the U.S.Barriers for iGaming developmentCasino Marketing: Digital vs. Brick-and-MortarResponsible Gaming & Industry Ethics

In this interview, URComped CEO Craig Shacklett speaks with Edge Boost Founder and CEO Seni Thomas about his innovative payment solution designed to streamline how gamers access funds while playing. They explore how the company’s unique approach provides a solution to payment bottlenecks, offering gamers a secure and efficient way to access funds. The discussion explores the benefits of Edge Boost’s innovative product, including its high debit card limit, and how it’s reshaping the way payments are handled in both land-based and online gaming. Sign up for Edge Boost today and get a $75 deposit match with promo code "urcomped"! Start accessing your funds faster and smarter here: https://www.vcx5res.com/URCOMPED/ Topics Discussed: Introduction to Edge Boost and its mission to simplify gaming payments Common issues with traditional payment systems in gaming The Edge Boost solution: secure, high-limit transactions without declines Key features of the product and how it works across both land-based and online platforms Partnerships with major casino brands and expansion plans Edge Boost’s impact on reducing payment friction for gamers Learn more: https://urcomped.com/blog/details/5602060/edge-boost-the-debit-card-revolutionizing-access-to-gaming-funds

After releasing the article, "The Elephant In The Room: Casino Security," Nick Ippolito, Player Development Mentor AKA "The Host Whisperer," joins URComped CEO, Craig Shacklett in a deep discussion about customer service. The conversation covers Ippolito's experience at Soboba Casino, issues around casino security, the role of non-gaming employees in player development, the significance of understanding player experiences, and more. Read the article here: https://www.linkedin.com/pulse/elephant-room-casino-security-nick-ippolito-bg4nc/ Topics Discussed: - Ippolito's time at Soboba Casino - Casino security issues - Non-gaming employees and player development - How casinos evaluate and fix security issues - Understanding the player experience - Importance of feedback and acting on it Learn more: https://trio360.vip/the-true-customer-experience-cocktails-at-the-tangiers-nick-ippolito-interview/

In this engaging interview, URComped CEO Craig Shacklett sits down with Kevin Sweet, Senior Vice President of Slot Marketing and Operations at Fontainebleau Las Vegas, to explore what makes this stunning new property on the Strip a must-visit destination. From exclusive gaming experiences and top-tier dining to luxurious rooms and unforgettable entertainment, Sweet gives an insider’s look at what guests can expect. The conversation also dives into how Fontainebleau Las Vegas compares to its iconic Miami counterpart, how the resort caters to both locals and loyal players through its rewards program and cashback offerings, and the leadership approach driving exceptional customer service. Topics Discussed: -What do players have to look forward to at Fontainebleau Las Vegas? -How does Fontainebleau Las Vegas compare to Fontainebleau Miami? -What are the rooms and suites like? -What kinds of entertainment and events does Fontainebleau Las Vegas offer? -What are some featured dining options at Fontainebleau Las Vegas? -How does Fontainebeau Rewards work? -What surprised you coming into Fontainebleau Las Vegas and what projects have you started since joining? -What games are featured on the casino floor? -How do you evaluate customer service as a leader at your property? -Fontainebleau Cash Back Rewards? -How does Fontainebleau Las Vegas take care of local players and guests? Learn more: https://urcomped.com/blog/details/5284712/discover-fontainebleau-las-vegas-casino-rewards-and-more

In this interview, URComped CEO Craig Shacklett speaks with Jaimie McGuiness, Marketing Manager, and Charleyn Jacobson, Casino Operations Manager at Hollywood Casino Gulf Coast, about the innovative EZ Play Zone powered by Interblock and how it’s reshaping traditional table games with modern technology. They break down what makes EZ Play special, including its hybrid design combining electronic betting with live dealer interaction. The discussion explores the range of games offered, how it works for the players, removes intimidation, and how the system still brings a social atmosphere. They also touch on how tipping works with no chips, how EZ Play impacts player ratings and comps, and what staffing and dealer training look like. Topics Discussed: - What EZ Play is and how it differs from traditional table games - Games available in the EZ Play Zone - Overview and design of the EZ Play Zone - Interaction with live dealers vs. fully automated play - Social atmosphere of EZ Play compared to traditional pits - Minimum bet, odds, and payouts compared to traditional tables - Side bets and features unique to EZ Play - Player customization options (language, betting style, etc.) - Guest feedback of EZ Play - Rollout between Hollywood Gulf Coast and Boomtown Biloxi - How EZ Play activity counts toward comps and ratings - Future expansion plans for EZ Play - How tipping works in the EZ Play environment - Dealer training and staffing considerations for EZ Play Learn more: https://urcomped.com/blog/details/5229475/revolutionizing-table-games-hollywood-casino-gulf-coast-makes-moves-with-ez-play

In this exciting interview, URComped CEO, Craig Shacklett sits down with Melissa Newman, AKA 'Professor Melissa,' to go behind the scenes of this cruise content creator. We dive into her journey—from what she was doing before launching her channel to the moment she decided to share her perspective with the world. Known for her viral and sometimes controversial videos, Professor Melissa opens up about what sets her content apart, the creative process, and what led her to expand her platform. Plus, she reveals her favorite cruise port, go-to ship restaurant, and what exciting plans are on the horizon for her growing channel. Topics discussed: Professor Melissa platforms Her career and background prior to launching the channel The inspiration behind starting her cruise-focused channel Professor Melissa's viral and controversial videos What sets her channel apart from others in the cruise content space What is Professor Melissa's process to create content Why and how she decided to expand her brand Her personal favorite cruise port and onboard restaurant What's next for Professor Melissa's Channel View Professor Melissa Channels: Youtube: https://www.youtube.com/@ProfMelissa Instagram: https://www.instagram.com/dr_melissa_newman/# Tik Tok: https://www.tiktok.com/@professormelissa Facebook: https://www.facebook.com/profmelissacruises Website: https://www.profmelissa.com/ Learn more: https://urcomped.com/blog/details/5186529/behind-the-scenes-with-professor-melissa

In this insightful interview, Craig Shacklett, CEO of URComped, sits down with Juan Romero, CEO of Volante Software, and James O'Kimosh, Senior Slot Director at Desert Diamond Casinos & Entertainment, to discuss the challenges and strategies behind implementing new systems in casinos. From identifying operational pain points to evaluating vendor solutions, this discussion covers how Desert Diamond approaches innovation—from budgeting and measuring ROI to team buy-in and successful rollouts. Juan and James offer a candid look at how collaboration, scale, and strategic decision-making play a crucial role in staying ahead in a competitive market. Topics Discussed: - Overview of Desert Diamond Casinos and slot operations - How investment decisions are made for new products or services - Identifying operational problems: internal discovery vs. vendor-presented solutions - The importance of scale and staying ahead - Budgeting for new systems and streamlining operations - Measuring the success and ROI of newly implemented products - Process for implementing new systems - Considering staff response and strategies for effective team rollouts - Maximizing collaboration with internal teams and external partners - Understanding your customer: What vendors need to know about their clients Learn More: https://trio360.vip/modernizing-the-floor-implementing-new-systems-in-todays-casinos-with-james-okimosh-juan-romero-video/

Jim Sulima, Director of Player Development at Rocky Gap Casino Resort, joins URComped CEO Craig Shacklett to explore effective strategies for reactivating and retaining casino players. The discussion dives into key topics such as identifying inactive players, understanding why they disengage, and analyzing their responses. Sulima shares practical tactics for bringing players back, the best approaches to take once they return to the property, and how to ensure long-term retention. The conversation also touches on proactive methods for spotting players who are at risk of becoming inactive, offering valuable guidance for operators aiming to maintain strong customer engagement. Message Jim Sulima on LinkedIn to access the free course: https://www.linkedin.com/in/jimsulima/ Topics Discussed: - Identifying inactive players - Why do players become inactive - Player responses - How to bring inactive players back - What should you do when inactive players return to property - How do you retain inactive players after their return - How do you find players who are soon to be 'inactive' Learn more: https://trio360.vip/player-reactivation-and-retention-jim-sulima-interview-video/ Join iGaming Sports Betting VIP group: https://www.skool.com/igamingsports-betting-vip-2296

Nick Ippolito, Player Development Mentor AKA "The Host Whisperer," offers a unique perspective on player development within the rapidly growing iGaming space in this interview with URComped CEO, Craig Shacklett. Nick shares the differences between online and in-person gaming environments, the critical importance of building genuine relationships, and actionable insights for hosts looking to elevate their game. He also dives into the surprising power of vulnerability in sales, highlighting how authenticity can turn into a lasting connection. Topics Discussed: - Ippolito's recent experience with iGaming. - Differences between iGaming and Traditional Casinos - Importance of Building Relationships - How hosts can build relationships - Vulnerability in sales and relationship-building Blog: https://trio360.vip/igaming-player-development-cocktails-at-the-tangiers-nick-ippolito-interview-video/

In this special interview, URComped CEO Craig Shacklett sits down with Vince Lentini, VP of Casino for Margaritaville at Sea, to uncover everything casino players need to know about sailing with this tropical-themed cruise line. Vince dives into the exciting details of the new Players Club loyalty program, including the exclusive Tide Rollers benefit, how players can qualify for offers, and how to book future casino cruises. The conversation also touches on what makes Margaritaville at Sea unique, new ship renovations, casino perks, sports betting, and more. If you're a casino player looking to maximize your experience at sea, this interview is packed with valuable insights. Learn more: https://urcomped.com/blog/details/5049013/margaritaville-at-sea-casino-players-club-loyalty-program-and-more Topics Discussed: Tell us about Margaritaville at Sea? What are the new itineraries like on Margaritaville at Sea Paradise? What is it like working for Margaritaville at Sea? What makes Margaritaville at Sea unique from other cruise lines? What are some of the new renovations onboard Margaritaville at Sea? What is the casino like on Margaritaville at Sea? Is there sports betting on Margaritaville at Sea? Discuss the new Players Club Loyalty Program on Margaritaville at Sea? What is the Tide Rollers benefit? How to book future casino offers with Margaritaville at Sea? What are the casino hours on Margaritaville at Sea? What perks can casino players look forward to on Margaritaville at Sea? Do points combine across ships for the Players Club on Margaritaville at Sea? How do players know what they qualify for on Margaritaville at Sea? Can you win in the casino on Margaritaville at Sea? What does the casino look like and is it smoking or nonsmoking?

Dennis Conrad, Lifetime Achievement Award winner in Casino Marketing and Founder of Raving Consulting, has spent over 5 decades impacting the industry with his innovative approach and keen business perception. In this interview with Craig Shacklett, URComped CEO, Conrad reflects on his journey- how he climbed the ranks, made pivotal career shifts, and built Raving Consulting. Dennis has always been driven by a passion for creating value and seizing new opportunities. He also shares insights on the power of networking, the importance of strong leadership, and more. As a Lifetime Achievement Award recipient, Dennis offers invaluable wisdom for entrepreneurs, marketers, and anyone looking to grow within the industry. Topics Discussed: – Dennis Conrad’s journey from a casino dealer to an industry leader – Advancing through the casino ranks by embracing new opportunities – The creation of Raving Consulting – Conferences and the importance of networking – Impact of education value of good speakers on the podium – How the right staff can expedite the growth of the company – Dennis Conrad’s content and creation method – Conrad’s career milestones, industry contributions, and accolades – The people and mentors who have shaped his career – The decision-making process behind selling Raving – His essential advice for aspiring entrepreneurs – His methodology ex “Build value before asking for value. – “Build value before asking for value” Learn More: https://trio360.vip/from-dealer-to-lifetime-achievement-winner-dennis-conrads-journey-video/