The Casino Business Podcast

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 Role Definitions & Distinctions in Online Gaming What are Social Casinos, Sweepstakes Casinos, iGaming, Prediction Markets, etc. and how are they different? Legal and Regulatory Landscape What are Class 2 games What is IGRA and how does it work What are compacts? Choctaw's Strategic Focus Expanding mobile gaming access beyond reservation boundaries Tribal Sovereignty & Class II Gaming European Influence & Technology Partnerships The Future of Online Gaming in the U.S. Barriers for iGaming development Casino Marketing: Digital vs. Brick-and-Mortar Responsible Gaming & Industry Ethics Learn more: https://trio360.vip/inside-tribal-igaming-choctaws-digital-strategy/

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/

In this Casino Innovators interview, Angel Espino, Principal and Creative Director of Casino Gaming Development, sits down with URComped CEO, Craig Shacklett to discuss the world of casino game creation. Espino shares his journey into the industry, the secrets behind successful game ideas, and what it takes to develop a game that captures both players' interest and operators' approval. They dive into the key factors that make a field test successful, how gaming developers get paid, and the long-term vision for game innovation. Plus, Espino gives an in-depth explanation of his newest creation, 5 Card Pai Gow, breaking down the rules and strategy behind this exciting new twist on a classic game. Topics Discussed: - Casino Gaming Development - How Espino got started creating games - Winning ideas - Advantage in experience - What do operators look for in new games - Long term goals for gaming developers - What makes a field test successful - How do gaming developers get paid - 5 Card Pai Gow - How to play 5 card Pai Gow Learn More from Casino Marketing University: https://trio360.vip/casino-innovators-5-card-pai-gow-with-casino-gaming-development-video/ Learn about Casino Gaming Development: https://www.casinogamingdevelopment.com/  Check out these NEW games: 3 Shot Poker: https://casinogamingdevelopment.herokuapp.com/threeshotpoker Pocket Rockets & Ace Buster: https://casinogamingdevelopment.herokuapp.com/pocketrocketsbj  5 Card Pai Gow: https://casinogamingdevelopment.herokuapp.com/paigow BBQ Baccarat: https://casinogamingdevelopment.herokuapp.com/bbqbaccarat In this Innovators Interview Series: The casino industry has massive amounts of hidden gems as you dig deeper. There are endless opportunities for innovations to improve this niche area and we are looking to unveil them. We're talking Marketing, Slot Software, Security, Hospitality, Finance, Entertainment, and more!

In this episode of Casino Innovators, we dive into the dynamic world where music meets marketing with Nathan Green, CEO and co-founder of New Level Radio. Specializing in customized music, messaging, and marketing for the gaming and hospitality industry, New Level Radio helps casinos curate a specialized atmosphere from their playlists and promotions. Nathan shares how he started the company, why New Level Radio stands out, the onboarding process, music licensing, and more with URComped CEO, Craig Shacklett Topics Discussed: - What does New Level Radio do - Why is gaming / hospitality the perfect client for New Level Radio - How did Nathan Green start New Level Radio - New Level Radio's differentiation - How New Level Radio brings value to casinos - What does the selling process and onboarding process look like - Music licenses / avoid infringement - Product expansion into public relations and marketing Learn more: https://trio360.vip/casino-innovators-marketing-through-music-with-new-level-radio/

Inventor of Double 4 More Blackjack, Zach Brownson, joins URComped CEO, Craig Shacklett, for our Casino Innovators Interview Series to talk about their new table game, which won 2025 Best New Table Game of the Year! In this engaging conversation, they explore the journey from concept to casino floor, diving into the inspiration behind Double 4 More Blackjack, the rigorous testing and mathematical calculations involved, and the challenges of bringing a new game to market. They also break down gameplay mechanics, dealer training, and what it takes to successfully pitch a new casino game. Reach out to House Way Gaming to learn more: https://housewaygaming.com/ Topics Discussed: – How do you play Double 4 More Blackjack? – The house and player edge of Double 4 More – Where did the idea for Double 4 More come from? – Testing process for new table games – Determining math for casino games – Push 22 concept and alterations – Process of training dealers on Double 4 More – What does pitching a new casino game look like? – How often do casinos evaluate new games? – Perks of being voted "Best New Table Game" Learn more: https://trio360.vip/casino-innovators-double-4-more-blackjack-best-new-table-game-2025-video/

In this interview, Jim Sulima, Director of Player Development at Rocky Gap Casino Resort, discusses with URComped CEO, Craig Shacklett, the strategies and best practices for fostering meaningful connections with players, from crafting the right pitch for new guests to ensuring effective follow-up cadences. We'll explore the nuances of communication, including topics to avoid, handling player comparisons of offers, and maintaining gaming transparency. Additionally, Sulima will provide insights into keeping conversations purposeful and goal-driven while enhancing player loyalty in an increasingly competitive market. Message Jim Sulima on LinkedIn to access the free course: https://www.linkedin.com/in/jimsulima/ Topics Discussed: – Communication with VIP players – Pitch and strategy with new guests – Determining a follow up cadence – What topics should hosts avoid with players – How to handle players comparing offers – Gaming transparency with offers and play level – Keeping conversations effective with goals Learn more: https://trio360.vip/building-player-relationships-in-the-digital-age-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," has returned from the Philippines' Solaire Resorts with some incredible insights on this international casino's operation and their exceeding example in customer service. Ippolito digs into the delicate balance of player development sales tactics, the world of VIP casino salons, and the differences of casino operations in the Philippines with URComped CEO, Craig Shacklett. From navigating the sales approaches across different cultures to managing elite customer experiences, we uncover the key strategies behind high-level casino hospitality and more in this 'Cocktails at the Tangiers' episode. Topics Discussed: - Philippines casinos - Private VIP salons in casinos - Aggressive approach in different cultures - Customer service teams - Salon operations with junkets - Communication in sales - Tactics and service - Celebrating customer service - Ippolito's Japan experience Learn more: https://trio360.vip/takeaways-from-the-philippines-casinos-cocktails-at-the-tangiers-nick-ippolito-interview/

In the fast-growing world of iGaming and sports betting, VIP hosting is now a major component. In this interview we discuss the importance of building relationships in a virtual environment, how it differs from traditional player development, the unique ways hosts can enhance the player experience, and more. Jim Sulima, Director of Player Development at Rocky Gap Casino Resort, discusses with URComped CEO, Craig Shacklett, how iGaming comps are structured, the crossover between sports betting and online casino play, and uncovers key strategies for maximizing player engagement. Message Jim Sulima on LinkedIn to access the free course: https://www.linkedin.com/in/jimsulima/ Topics discussed: - Where is hosting for iGaming and sports betting today? - How is hosting iGaming players different then traditional player development? - What level of iGaming player gets a VIP host? - Building relationships with iGaming players - What can hosts do for iGaming players? - What are iGaming comps based on? - What is the crossover between sports betting and iGaming? - How do iGaming events work? - Using previous relationships to build your player network - Increasing local relationships in regional markets - iGaming, sports betting, and VIP hosting course Learn more: https://trio360.vip/vip-hosting-for-igaming-and-sports-betting-jim-sulima-interview/ Join iGaming Sports Betting VIP group: https://www.skool.com/igamingsports-betting-vip-2296

When it comes to standing out in the competitive Las Vegas market, Ellis Island Casino has built a reputation for its strong customer connections, creative promotions, and a commitment to evolving with the needs of its guests. As a family-owned casino, Ellis Island brings a unique approach to hospitality, offering a more personal and engaging experience that keeps customers coming back. In this interview with Nik Fava, Ellis Island's Director of Casino Marketing, we'll explore what makes Ellis Island Casino different, from the challenges and benefits of being family-owned to the innovative promotions that drive customer loyalty. Fava also discusses with URComped CEO, Craig Shacklett, how the casino evaluates new amenities, measures the success of its marketing efforts, and adapts to ongoing renovations and expansions. Plus, we'll get expert insights on how loyalty programs can enhance events and what strategies casino marketers should consider in today's fast-changing industry. Topics Discussed: – What is Ellis Island Casino like? – How is working with a family-owned casino different? – Brand differentiation in competitive markets – What unique promotions have been successful for Ellis Island Casino? – Customer loyalty through promotions – Customer loyalty through interactions – Determining which amenities are best to invest in for your brand – What renovations are happening at Ellis Island? – How does marketing change according to new additions? – Evaluating promotions to determine success – Loyalty program inclusion in events – Advice for casino marketers Learn more: https://trio360.vip/loyalty-promotions-and-brand-differentiation-insights-from-ellis-island-casino/