Advertise on podcast: The Casino Business Podcast

In this interview, URComped CEO, Craig Shacklett, sits down with Nick Dan-Bergman, CMO of LT Agency, to discuss what casino players actually want from the digital experience and where operators may be falling short. Drawing from LT Agency's 2026 Casino Player Trends Report, Nick breaks down the growing disconnect between casino websites, apps, loyalty programs, and the seamless experience players have come to expect. The conversation also explores how casinos can reduce friction, better reflect the on-property experience online, and make smarter decisions about where to invest in digital. They close with practical thoughts on mobile apps, AI-driven search, and creating digital experiences that feel more useful, connected, and authentic. Topics Discussed: - Findings from the 2026 Casino Player Trends Report - Gaps between player expectations and operator perceptions - Disconnected casino websites and technology platforms - Non-gaming amenities and group trip decisions - Creating a more integrated digital player journey - Reducing friction within casino loyalty - Determining whether a casino actually needs a mobile app - AI-driven search and the future of casino discovery

In this interview, URComped CEO, Craig Shacklett, sits down with VIP casino marketing consultant and founder of Plum Couch Hospitality, Travis Grode, to dig into the practical side of building and managing a high-performing player development program. Drawing from his experience helping scale a $1 billion relationship marketing program across more than 40 casino properties, Grode explains why casinos should look beyond simply asking how many hosts they need and instead focus on who should be hosted, where hosts can influence player behavior, and how to protect their time and attention. Topics Discussed: What being hosted should actually mean Who should receive a casino host Protecting host time and attention Minimum expectations for casino hosts Player lifecycle and where hosts add value Measuring incremental value in player development Host surveys and player feedback loops Determining host capacity by market Player coding and quarterly list cleansing Prospecting high potential players Goal setting and host incentive programs Scaling VIP service without standardizing relationships

In this episode of the Casino Business Podcast, URComped CEO, Craig Shacklett, interviews Travis Grode, a VIP casino marketing consultant who helped scale a $1 billion relationship marketing program across more than 40 casino properties. Travis shares the lessons he learned building and optimizing casino host programs, including why just 2% of players often generate 30% or more of casino revenue, why many host programs become ineffective as they grow, and how casinos can use data, predictive analytics, and leadership to build stronger relationships with their most valuable guests. Drawing from both the casino industry and luxury hospitality in the Hamptons, Travis explains why technology should support—not replace—the human side of VIP marketing. He discusses how successful organizations create systems that empower hosts, improve player development, and deliver exceptional service while maintaining profitability. Whether you're a casino executive, marketing leader, host manager, or hospitality professional, this conversation offers practical insights into building scalable VIP programs that drive both guest loyalty and long-term revenue. Topics Discussed: - Why just 2% of casino players generate 30%+ of gaming revenue - The biggest challenges of scaling VIP relationship marketing across multiple properties - Lessons from luxury hospitality and how they apply to casino hosting - How to optimize casino host player lists for stronger relationships and better results - Using predictive analytics, player data, and dashboards to support host performance - Best practices for managing discretionary comps and measuring ROI - The critical role of leadership, accountability, and culture in successful host programs - Practical steps casino executives can take to evaluate and improve their VIP marketing strategy Learn more: https://trio360.vip/the-modern-casino-host-playbook-for-vip-relationship-marketing/

In this interview, URComped CEO, Craig Shacklett, sits down with Tim Brooks, General Manager of Emerald Island and Rainbow Club Casinos, to break down what drives loyalty in a high frequency locals market in Henderson, Nevada. Brooks shares how the properties grew by staying close to the guest, moving quickly as an independent operator, and treating service as the core differentiator. The conversation gets practical on experience design, team culture, reinvestment, and retention, along with how operators can apply these principles to larger properties. Topics Discussed: - Henderson locals market and core customer profile - Service as the primary competitive advantage - Turning guest pain points into customer-first pivots - Promotions and fun built at machine level - Employee ownership culture and long tenure - X's and O's of Success service training - Reinvestment beyond free play first impressions standards - Reactivation and new guest acquisition strategy - AI support vs face to face service Learn more: https://trio360.vip/the-locals-casino-playbook-for-loyalty-retention/

Sports can be a major revenue driver for casinos, boosting foot traffic, customer engagement, and spending across gaming and F&B. However, there is a growing complexity of sports media rights and legal compliance for commercial use.  EverPass Media CMO, Bryan Icenhower, joins URComped CEO, Craig Shacklett, for an interview that discusses how EverPass simplifies access to premium sports content for commercial venues, including marketing assets and promotional tools.  By aggregating content, ensuring proper licensing, and serving as the exclusive distributor of NFL Sunday Ticket for U.S. commercial establishments, Everpass simplifies the complexity for venues looking to capitalize on live sports Topics Discussed: - What does EverPass Media do? - Solving sports media rights - Exclusive distribution of NFL Sunday Ticket deal - Key investors and strategic backing - The impact of live sports on casino revenue - Positioning sports rights as a revenue-generating platform - Utilizing fan behavior data and targeted marketing strategies - Marketing and promotional support  - Importance of legal compliance and risks - Value of in-venue sports viewing experiences  - Commercial licensing solutions to prevent copyright infringement

Craig Shacklett, URComped CEO, interviews Iryna Ashyrova, iGaminig product manager and podcaster, to break down the realities of the Ukrainian and Eastern European gambling markets – from their retail beginnings in the 1990s to today's dominant online and crypto-driven landscape. She shares insights into market size, regulatory challenges, corruption, aggressive marketing tactics, and why sports betting and slots dominate player spend. The conversation dives deep into how casinos acquire and retain players in largely unregulated environments, why crypto casinos are rapidly gaining trust and traction, and how VIP relationships, segmentation, and high-margin players are reshaping the industry's future. Topics Discussed: – How Iryna discovered and connected with the casino business podcast – Overview of the Ukrainian gambling market today – Impact of past corruption and current regulatory instability – Effects of the war between Russia and Ukraine on regulation and operators – Major operators exiting the market – The evolution of gambling in Ukraine and the digital growth – Game preferences in Ukraine – Marketing practices in Eastern Europe – Cross-promotion with sports and famous athletes – VIP programs – Segmentation among operators – The rise of crypto casinos Learn more: https://trio360.vip/casino-marketing-in-unregulated-markets-ukraine-and-eastern-europe/

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