Infinity gaming magazine november 2011

Interview with

Elizabeth Karter

Founder and senior therapist at Level Ground Therapy Leading Psychotherapist and Counsellor in the area of women & problem gambling Infinity Gaming Magazine’s Editor, Harvy Matharu, spoke exclusively to Elizabeth Karter about the dangers women face with problem gambling. She tells us how the predominantly male-dominated gaming world is likely to unintentionally push women to one side as it dazzles. Any one of us can become entangled within an addiction, under whatever circumstance. Tying in with the special safer gaming issue, we look at the key triggers, such as loneliness and isolation that can often cause an addiction and the root causes, such as should gaming be advertised as a “girl’s night out?” Elizabeth Karter shares her insight with us.

Q: Thank you Elizabeth Karter for your time today it is truly appreciated. Can you tell us, where did you start out your medical career and what drew you towards this highly demanding, sensitive and interesting field?

A: You are very welcome, thank you for giving me this opportunity to talk about such an important topic. I’m not sure that I would describe my career as a ‘medical’ one. I qualified as a counsellor and psychotherapist in 2001 and since that time have worked extensively in the field of problem gambling and all its related issues, with the leading agencies in the UK and in private practice.

I think I was drawn to my work through a mixture of being interested in what makes us who we are as people, and curious as to why we do the things we do. And feeling I instantly could understand how given the right -or wrong- circumstances any of us could get hooked into problem gambling.

Q: Can you tell us what exactly you specialise in within your field?

A: My specialist area is women and problem gambling. About six years ago I had a moment when I realised that there was a significant difference in male and female problem gambling.

Yet, at that time the difference was not being acknowledged and if they did not want one to one therapy women had no other options other than to attend Gamblers Anonymous meeting, which as helpful as they can be are usually predominantly male.

Five years ago I established the first women only therapeutic groups for problem gambling and I am pleased to say that there are currently three of these Groups in existence with plans to extend to a forth in the New Year.

In January 2010 I established Level Ground Therapy, a treatment service exclusively for women with a gambling problem.

Q: The unique aspect about your profession is that you help women overcome their addictions to gambling. What kinds of help and advice do you offer to women who feel that they have become lost in the depths of gambling?

A: Experience has taught me it’s important to get to know each woman as an individual, to help her to identify why her gambling has become problematic. To first make sense of what can seem like a senseless activity, as often the woman herself cannot understand why she keeps gambling when rationally it’s clear to her its only making more of a mess of life.

The gambling behaviour is addressed using strategies to make it easier to avoid the physical act of gambling, for example money management, occupying time which would usually be spent gambling and if her gambling is a coping mechanism finding healthier alternatives. Support in making any adjustments in her life which will make her less likely to relapse to problem gambling is a key to the process; such as learning healthier relational skills.

Q: From observing and helping your own cases, is there often an element of emotional distress linked to becoming addicted to gambling? What would she be escaping?

A: Yes, experience has taught me that the majority of women who develop gambling problems have serious problems in life, and as I mentioned earlier are using the distraction of excessive gambling as a way of blocking out thoughts and feelings they experience as highly distressing.

For example, a high proportion of women I work with have diagnosed depression and anxiety or other mental health problems. 74% of women who have attended Groups I facilitated in the last five years are single parents or live alone.

Loneliness and isolation is often a trigger for the distraction of excessive gambling. I have also seen many women who are the survivors of child abuse, or experience domestic violence.

I think in the current financial climate too, many women have additional financial worries, which mean losing money whilst gambling recreationally is extremely anxiety provoking. This can trigger urges to try to win that money back through more gambling, and a dangerous downward spiral of loss chasing is started.

Q: Online gambling is becoming increasingly popular. Do you think it is more appealing because women do not really see themselves walking into a betting shop? Is this a safe or stereotypical assumption?

They offer a great night out; a glamorous image, the excitement of playing the tables, dinner with friends.

The female problem gambler is less attracted to the land – based casino. As I mentioned, she is less likely to be gambling to feel excitement, or to want social contact, but more to block out her feelings and will want her problem to remain hidden.

Q: Do you think there is a distinct difference in gambling addictions and their root causes between men and women? Do you think they deal with them differently?

A: I think in very simple terms, yes. Despite betting shops undergoing a huge change of image, most women who enjoy recreational or social gambling would still see them as a male environment. Many of the online gambling sites are advertised as a very female, group environment. They are sometimes advertised as the online version of a girls’ night out, which is very appealing and great entertainment for most women.

A: Men who develop problems with gambling are more likely to talk about seeking a “buzz” from more stimulating gambling activities

I think too, the online gambling sites which are attractive to women offer types of gambling which are familiar to them.

When we look at which games women are favouring online I hear women mostly mentioning online slot machines and bingo, so they have often crossed over from land-based forms of gambling, which they have favoured.

Having said that, the ‘buzz’ can offer escape from problems too. And, in very simple terms, whether it is a man or a woman who has the gambling problem that is most often what they are attempting to do.

If we look at why the woman who gambles problematically chooses online gambling over land –based activities, she will prefer her gambling to be hidden from others, if she has bad experiences in relationship she may prefer to remain isolated; she will want easy access to her form of escape when urges to gamble occur. Gambling online fits all these criteria well.

Q: Which other obvious features of land-based casinos are attracting women?

A: Land based casinos are understandably very attractive to women who gamble socially, recreationally.

Women are seeking to block out thoughts and numb their feelings through a gambling activity that might be less stimulating, but offers total complete absorption, such a slot machine or a computer screen.

Q: Focussing on female gamblers, is it possible to pinpoint why people become addicted to gambling or is there usually a snowballing reason for the addiction?

A: What I see is that problem gambling in women is often an attempt at coping with a difficult situation. And yes, there is a snowball effect. It starts off as a bit of healthy escapism, which can be good and healthy and we all need to escape now and then. When too much time and money are invested in any activity life gets into an even bigger mess and more and more of the escape is craved. She ends up with two sets of problemsthe original ones and those caused by excessive gambling.

Q: From your professional perspective, what do you identify as obvious signs of gambling addictions for women?

A: Gambling of course is different drug or alcohol problems because can be so easily hidden. Other signs, such as craving and withdrawal are very similar to all addiction. The signs might be that a woman is investing more time and money than is affordable in gambling. Losing interest in relationships with key people in her life, or meeting her commitments. She will start to become preoccupied with gambling and experience mood swings; for example, huge crashing lows if losing money whilst gambling and feeling irritable if unable to gamble when urges arise.

Q: In a bid to break negative stereotypical barriers within the gaming industry, how can land based and online gaming companies across the world emphasise responsible gaming?

A: Well, firstly I think most gambling companies are already doing a pretty good job. I listen to radio advertisement s for gambling and they are followed by the “gamble responsibly” voiceover. Television advertisements carry the ‘Gambleaware’ logo.

My experience is that most gambling companies take their social responsibility very seriously and show genuine interest in protecting the vulnerable player. Offering self-exclusion as an option to those who recognise they have a gambling problem is hugely valuable.

If all gambling companies follow suit and offer points of referral for treatment to their customers who do develop problems I think that is an excellent way forward.

Q: Global gaming companies and the rise of mobile gaming are rapidly gaining popularity and recognition. In light of this, what kind of elements of gaming on the go do you think would possibly encourage an addiction?

A: Constant access to gambling could possibly encourage the use of gambling as a coping mechanism. For example if a person suffers social anxiety and eases this by gambling on their smart phone, an association is building with gambling as a coping mechanism, which, as we said, could snowball.

Mobile gambling makes it harder for the person in early stages of recovery from problem gambling to avoid gambling when urges strike.

In the past, treatment might have included my suggesting the client avoids venues where they might have been tempted to gamble. If gambling is in your pocket or your handbag it can make it all a little trickier to avoid.

Q: What are the potential harms of problem gambling and are there any steps that individuals can follow to help themselves?

A: I could write a very, very long list of the potential harms of problem gambling, as with any addiction. What I see are of course huge financial problems, but huge personal cost too in terms of loss of self- esteem, deep levels of shame, increased levels of depression and anxiety, isolation, damaged relationships. At times women facing prison sentences or in danger of children being removed by social services, having committed crimes in desperation to get money for their gambling ‘fix’.

Women who have been driven to act in ways that is totally out of their character. They no longer recognise themselves.

Q: How are those who are surrounded by addicted problem gamblers affected and what are the potential harms in being taken over by gambling addiction. How can family members or friends reach out and help gambling addicts?

A: Those close to someone who has a gambling problem often feel that they have lost the person that they knew. As we said earlier on, the person with the problem may act out of character, develop mood swings, be totally pre occupied. Partners and family members often speak of “walking on egg shells” around the problem gambler, hoping if they can keep life as okay as possible the gambling problem may go away.

People in close relationships with a problem gambler often feel the worst aspect of the problem is that it was so easily hidden, and so trust is a huge issue as they try to move forward in the future. Partners often ask “How can I be certain it won’t happen again, and if it does, how on earth would I know?”

Keeping communication open with the problem gambler and making them aware that help is available when they are ready to seek is helpful.

Family members and partners of the problem gambler often benefit from professional support for the impact the gambling problem has had on them, too.

Liz Karter is currently working on a book commission for Routledge publishing, on the topic of women and problem gambling.

Q: What kind of social stigma is attached to the gambling industry as a whole when addictions are being brought to light? How can people wanting to fight their addictions overcome these negative stigmas?

http://www.amazon.ca/Women-Problem-GamblingLiz-Karter/dp/0415686369,

A: In my professional opinion, if the gambling industry as a whole takes social responsibility seriously- which as I’ve said, most companies within the industry do – I think there should be no stigma attached to it.

Tel : 0845 2666658

The gambling industry are providing entertainment.People who develop gambling problems, alcohol problems, drug problems tend to be people who have problems in life and use their ‘drug of choice’ in an attempt to cope.

As for people fighting addictions, sadly much of society still does not understand gambling addiction. Many people still imagine problem gambling is just a desperate or even greedy attempt to win money. That is often the stigma problem gamblers battle with. Women still have the stigma of being seen as an ‘irresponsible woman who gambles’.

The first step I think is to seek help that will help you to understand for yourself what motivates your excessive gambling, then it’s much easier to help those close to you to understand what it’s all about.

Q: Who is the first person a gambling addict should contact when taking that first step in seeking help? A friend or a consultant?

A: My advice would be if you have a trusted friend to confide in that can be a great first step.

One of the great things about working with a professional is that it can often feel easier to say what you are really thinking and feeling. What is really going on underneath your gambling problem and to talk about the mess gambling has caused. All that will help to begin to look at a way forward to a healthier life, free of problem gambling.

Contact Liz at www. Level groundtherapy.com

GamCare Extending Partnerships Conference 2011 The odds don’t have to be stacked against you

By Harvy Matharu SAFER gambling within the global gaming world is an integral aspect all industry insiders strive towards all year round. With the negative stereotypes of gambling splashed across the media, it is important for those across online and land-based gaming firms to sit up and take note of how they can eradicate these assumptions, by driving forward responsible gaming and strengthening the gaming industry’s values and ethos.

GamCare hosted its annual conference on the 3rd November at the IET Savoy Place, London to bring attention to safer gaming and how the industry can prevent problem gambling from spiralling. This year’s prominent theme making its mark at the anticipated conference was ‘Extending Partnerships.’ The conference extended its reach to industry insiders, hoping to expand their knowledge about preventing problem gambling.

In his first speech as President of GamCare, Lord Sharman of Redlynch has explained why he was pleased to be invited to become President, how he became convinced that GamCare could do so much more, and what his vision is for the next three years. “We in GamCare are clear about what can be achieved, and we have set ourselves a new and challenging target. Our aim is that by 2015: all adults who choose to gamble, and all teenagers and their parents, should know how to gamble responsibly; and everyone affected by gambling should have, and know how to get, access to information, advice and locally-delivered treatment.”

Anthony Jennens, GamCare Chairman said: “GamCare has come a long way in the last 13 years. Answered HelpLine calls have gone from 50 to 700 a week. The number of clients we treat each year has gone fm 60 to 2,600. Our new partnership with the GREaT Foundation has already given us a funding agreement which will allow us to plan and develop our helpline services over a three year period. We are keen as well to play our part in leading and delivering a coherent strategy for education and prevention. Today’s conference will demonstrate the strength of this new partnership.

The theme for our conference us ‘Extending Partnerships’ and we want to explore new ways we can work with you and your organisations.”

November’s autumn conference united professionals from the gaming industry to discuss integral issues surrounding player protection and social responsibility.

It is an issue which is buried deep within the gaming world; the conference spoke about how it aims to uncover and help bring these issues into the light and move forward with them. More importantly, GamCare is specifically focussing on how it can prevent problem gambling, as opposed to just curing it.

GamCare are working to find the root of why and how problem gambling occurs and eradicate it from there. It explored the background of those who come to GamCare for help and revealed its fascinating finds at the conference.

According to GamCare, those with a gambling problem make first contact in helping themselves through a helpline. In 2010/11, it answered 26,000 calls to the Helpline and over 11,000 calls to the Netline. Calls to the Netline increased by 53% in 2009/10; GamCare recognised that it was probably because of the anonymity the service offered which is why it is planning on pushing this method forward. Looking at the background of callers, GamCare revealed that the majority of callers have been gambling for less than five years but 10% of the calls came from people who had been gambling for more than 20 years. It reflects how an addiction can arise at any time, any age and from any walk of life.

An anonymous caller was quoted by GamCare: “I was very sceptical at first, however the adviser was very helpful. The advice given to me seemed somewhat unrealistic. I felt fearful to explain my problems to my parents, though everything worked out. It has been one month already and my life is turning around.”

When it comes to the battle of the sexes, GamCare revealed figures on who these callers are. It stated that 70% of the callers are men and over 90% of them are experiencing gambling problems. One in three callers were women where 55% of them call up to discuss problems stemming from gambling behaviours of their partners or family members.

Young people are also lured into gambling and it is easy for them to become tangled up into an addiction. GamCare said although very few of its callers are under 18, it can clarify that 2% of 12-15 year olds, accounting for 60,000 youngsters, are problem gamblers.

In light of this, GamCare has teamed up with a charity called Prevention Town, a registered children’s charity. It has created a script which will be developed into an animation, highlighting how a normal 13 year olds world can be quickly changed as a result of underage gambling and the immediate affect it has on his/her family, the animation is meant to be entertaining, while concurrently, clearly high lighting the pitfalls.

Ross Carroll, the charity director said to Infinity Gaming Magazine: “Over the past 10 years, children have had access to technology that they never had in past generations. The latest phones, computer consoles and laptops etc, allow children to have in most cases, private access to whatever is available on the world, wide, web. This includes gambling, or at least the introduction to gambling. There are many free gaming activities available on the web, many do not require any money to change hands, allowing a 13 year old to become a pro at poker, roulette etc!!”

What are the impacts of problem gambling?

Anxiety and stress were reported as the most common and frequent impacts. As well as financial difficulties, problem gambling has the ability to have a domino impact on the gamers’ moods. Other impacts are depression, isolation and relationship problems. 27% of callers mentioned money problems as being the root cause of gambling addictions with people thinking that they can cash in quickly on perhaps bringing themselves out of a deep, dark debt.

In light of this, the key issue that was emphasised was GamCare’s new free-phone service, available through their website http://www.gamcare.org.uk/ hoping that those affected can take full advantage of help on offer. Chief Executive Andy McLellan of GamCare also highlighted its alliance with The GREaT Foundation in regards to funding the gambling helpline for three years from 1st October 2011. The trialling of the free-phone service will reach out to under 16’s, nonEnglish speakers and family members. It will also experiment with new approaches to fully enhance its skills with helping problem gamblers. Social media will also be explored in a bid to reach out to more gamers, those who are always on the go. An anonymous caller spoke about the helpfulness of the service: “Just to say how easy it was to use the on-line chat, really impressed.”

The conference also revealed that there are currently around 3,000 licensed gaming companies in the UK. Out of the staggering 3000, only 900 of them make donations towards tackling and working towards solving problem gambling. It was also reported that only a small fragment, 4%, which contribute to GamCare’s budget, which only makes up 60%.

Another method in helping problem gamblers is self-exclusion and blocking software…just say no! This can help the problem gambler begin taking practical steps towards taking control of their addictions. The percentage of callers who chose to self exclude rose to 11% from 10% in 2009/10. 9% of callers opted for software to block online gambling sites. 57% of GamCare’s callers were encouraged to continue using the Helpline/Netline. It could be labelled as an out of sight, out of mind method.

Counselling has also been provided by GamCare; in 2010/11 it provided counselling to 2,639 clients. Although most of them were male, there was a small increase in females using the counselling services. This is an increase of 26% on the previous year. It discovered through these stats that more people are drawn towards online counselling because of the accessibility. This has also prompted an extension to its younger people in 2012.

The majority 51% of GamCare’s clients are aged between 1835. This is an increase of 4%. 11% of its clients are from Black, Asian and minority ethnic communities, even though these groups constitute just under 13% of the UK population.

The British Gambling Prevalence Survey 2010 indicated that problem gambling is higher amongst Asian/British Asian origin of 2.8% and those of black origin of 1.5%, those from a white British background accounts for 0.8%. It reflects how GamCare are now focussing on reaching ethnic groups or those who may be afraid to ask for help because of the negative stigma attached to having an addiction.

On the day, Lord Sharman of Redlynch the newly appointed GamCare President presented the keynote address. Dominic Harrison, Chief Executive of Business in Sport and Leisure led a discussion which looked at “why should industry care?” It prompted gaming professionals to take note of their own position within the current gaming matter at hand.

Neil Goulden, Chairman of the established GREaT Foundation then led a discussion about “a new partnership.” Questions and further discussions were then chaired by John Hahan, Deputy Chairman, GamCare.

Issues at the event explored why the industry should care about social responsibility and how problem gamblers can be helped. The conference also looked at the various types of methods that gaming firms can implement to help this sector of gamblers.

Chief Executive of GamCare, Andy McLellan spoke about ‘Extending Partnerships: A Challenge’ and how the industry can adapt to the evolving gaming world.

The insightful panel was led by Marc Etches and Professor Peter Collins, along with Dr Henrietta Bowden-Jones, Gerry Jones and Dr Sharon Kalsy.

In an online published letter and addressing the conference, Andy McLellan, Chief Executive of GamCare, he said: “I think that the new partnership now emerging between ourselves and GREaT, and the development of our own existing partnerships around the country, can go a long way towards giving the politicians the assurances they need. There is a real will to get things moving, and to make sure that money is focussed on the frontline where it matters. This should be welcome to the industry, to Government and, most importantly, to those who need our help – after all, they are who it is all about.”

GamCare also published today its Annual Review 2011. Despite a standstill budget, the year saw considerable progress in services for those affected by gambling: • The GamCare HelpLine now receives around 1000 calls a week • GamCare’s team of professional advisers answers 85% of answerable calls • 86% of callers rate the service as either Excellent or Very Good.

• Calls to the online, live chat helpline – the NetLine – showed a 53% increase on the previous year.

• The GamCare one-to-one counselling service now reaches 70% of the country, and online counselling is available to anyone, anywhere.

• More than 2,600 clients received counselling – a 26% increase on the previous year, despite a standstill budget.

• Around two-thirds of problem gamblers completing their course of treatment no longer score as problem gamblers at the end of their counselling.

For those who want to explore more about GamCare, visit www.gamcare.org.uk

Interview with

Ross Carroll CHARITY DIRECTOR of PREVENTION TOWN

Prevention Town has formed a valuable partnership with GamCare in a bid to deter youngsters from being addicted to gambling. Ross Carroll talks EXCLUSIVELY to Infinity Gaming Magazine about how the established charity, along with GamCare, is raising awareness about the pitfalls of how the adult gaming industry can also lure in inquisitive young players. Discover how he thinks industry insiders can prevent this sensitive issue and why youngsters want to be big players in the gaming world. Prevention Town has formed a valuable partnership with GamCare in a bid to deter youngsters from being addicted to gambling. Ross Carroll talks EXCLUSIVELY to Infinity Gaming Magazine about how the established charity, along with GamCare, is raising awareness about the pitfalls of how the adult gaming industry can also lure in inquisitive young players. Discover how he thinks industry insiders can prevent this sensitive issue and why youngsters want to be big players in the gaming world.

Q: Thank you Ross for your time today it is truly appreciated.

Can you firstly tell us what exactly your role entails at the Prevention Town charity?

A: I am the founder and the Managing Director of Prevention Town, a registered children’s charity. Over the past two and half years, Myself and a very small team, have put together a children and young adult’s educational deliverance vehicle, in the guise of the animated family “The Kools.”

Q: In a bid to stamp out under-age gambling across the nation, how are you working with GamCare to achieve this goal?

A: Prevention Town in partnership with GamCare have produced a script which will be developed into an animation, highlighting how a normal 13 year olds world can be quickly changed as a result of underage gambling and the immediate affect it has on his Family, the animation is meant to be entertaining, while concurrently, clearly high lighting the pitfalls.

After the students attention has been grabbed by the fun animation, the learning starts by the teacher conducting an interactive Q+A session on the schools white boards, involving the children in a decision making process with positive results always encouraged by the program.

Q: Why do you think under-age gamers are drawn towards the world of gambling?

A: Over the past 10 years, children have had access to technology that they never had in past generations. The latest phones, computer consoles and laptops etc, allow children to have in most cases, private access to what ever is available on the world, wide, web. This includes gambling, or at least the introduction to gambling. There are many free gaming activities available on the web, many do not require any money to change hands, allowing a 13 year old to become a pro at poker, roulette etc!!

Q: What would you identify as the obvious signs of a youngster having a gambling addiction?

A: I believe that what we have to realise, is that underage problem gamblers do not have to be playing games for money, to be hooked on winning. The small step from playing poker for instance on a phone and doing very well, $1,000,000 in hypothetical winnings, to lets have a real go by any means possible, I am brilliant at this and can become rich, very dangerous. At the GamCare conference 2011, a treatment councilor expressed to the audience that, out of all the adult gamblers she had treated, all had been gambling from the age of 12 and in some cases, even younger.

Q: What kind of impact are you hoping the Prevention Town and GamCare newly created schools program will have?

A: As with all preventative programs, its about creating awareness and highlighting the pitfalls. Prevention Town’s methods of delivery is very different to other organisations, we guide the audience to make their own decisions, rather than telling them what they can and can’t do and it works. Tell a child they can’t do something and if nothing else they become inquisitive, this is where the problems start in all areas of child well being.

Q: In a bid to break negative stereotypical barriers within the gaming industry, how can land based and online gaming companies across the world emphasise responsible gaming, seeing as the youngsters are being drawn towards its bright lights and quick-cash appeal?

A: Having spoke to a group of C.E.O’s from the gaming industry at the GamCare conference in November, everyone agreed that there was plenty of money to be made from the adult gaming world and the targeting of young gamers, with the lure of fun free games, was not necessary and not responsible. Prevention Town would like to see the gaming industry supporting the initiative of not targeting the younger generation, with bright lights and quick cash appeal.

Q: Global gaming companies and the rise of mobile gaming are rapidly gaining popularity and recognition. In light of this, what kind of elements do you think would possibly encourage an addiction amongst youngsters with a smartphone?

A: Mobile gaming is the obvious way for the gaming industry to increase revenues and profits, Prevention Town understands this progression but I would like to emphasize that these new rapidly growing media formats should be designed in such a way, preventing the ability to be used by the underage community worldwide. The mobile phone industry should also take responsibility, as should parents, ensuring sufficient blocks are on the equipment, that prevent the underage community accessing any adult entertainment! Not just gaming!

Q: How are those who are surrounded by addicted problem gamblers affected and what are the potential harms in being taken over by gambling addiction. How can family members or friends reach out and help gambling addicts?

A: Prevention Town are not the experts in this field and we would sign post any problem gambler, underage or not to GamCare. Prevention Town’s aims and objectives in partnership with GamCare, is to seriously reduce the amount of problem gamblers, by educating children at a young enough age, so that in their adult years they can enjoy gaming entertainment, without problem.

Take the Guest Service Quiz Challenge

By Martin R. Baird

So you think you’re good at providing outstanding service to your casino’s guests. The kind of service that encourages them to return to your property again and again. Well, maybe you are and maybe you aren’t.

One way to settle this is for you to take the following true-or-false customer service quiz. All it requires is honesty and a few minutes of your time. By the way, all employees with any degree of customer contact should take the quiz – from general managers to beverage servers. After all, everyone who works at a casino should consider themselves to be in the customer service business.

Answer the following questions by circling ”True” or “False.” 16. I understand that gaming is a form of entertainment for 1. When a guest walks in the door, I smile and welcome guests and that I am part of the entertainment. True/False. them. True/False.

17. I strive to make each guest’s gaming experience a fun 2. I offer to get a fresh drink when I see a customer’s glass is one. True/False. empty. True/False.

18. I am genuinely interested in my guests and the kind of 3. When I see litter on the floor, I pick it up and dispose of it. gaming experience they want to have. True/False.

True/False.

19. When a guest asks for something, I respond immedi4. I consider each guest to be of the utmost importance to ately. True/False. my casino’s success. True/False.

20. When a guest looks as if they are trying to find some5. I casually observe guests to anticipate their needs and thing, such as the restroom or the buffet, I ask if I can be of then step forward to meet those needs. True/False. assistance. True/False.

6. I arrive for work on time. True/False.

21. When it comes to guest service, I take pride in a job well 7. I arrive for work prepared to start my shift. True/False. done. True/False.

8. I familiarize myself with the buffet menu each day so I 22. I am kind to my guests. True/False. am prepared to make recommendations for guests who ask. 23. I help co-workers who are struggling to provide good True/False. service. True/False.

9. I maintain a positive, can-do attitude as I perform my job. 24. There are no exceptions to providing great service.

True/False.

True/False.

10. I greet repeat customers by name when I know they ap- 25. I am patient with guests who are older. True/False. preciate the recognition. True/False.

26. I praise co-workers who provide great service. True/ 11. I leave my personal problems at home so I can focus on False. doing my best for each guest. True/False.

27. I ask questions when communicating with a guest to 12. I maintain good posture so I look approachable. True/ make sure I understand them. True/False.

False.

28. All casino employees must work together as a team to 13. When a customer speaks to me, I closely listen so I unprovide great service. True/False. derstand what they are communicating. True/False.

29. When talking with guests, I make sure my voice has a 14. Consistently good service is one of my top priorities. calm, friendly and welcoming tone. True/False.

True/False.

30. Providing great guest service is my opportunity to shine.

15. I am courteous to guests at all times. True/False.

True/False.

So how did you do? It’s up to you to decide whether your answers reflect that you are truly good at providing great service.

Even if you think you came off looking pretty good, it’s likely you found a few ideas that will help take your service skills to a higher level. And if you think you could do better, these questions certainly provide an outstanding foundation for becoming a guest service superstar.

Martin R. Baird is chief executive officer of Robinson & Associates, Inc., a Boise, Idaho-based consulting firm to the global gaming industry that is dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. Robinson & Associates is the world leader in casino guest experience measurement and improvement. For more information, visit the company’s Web sites at www.casinocustomerservice.com and www.advocatedevelopmentsystem. com or contact the company at 208-991-2037. Robinson & Associates is an associate member of the National Indian Gaming Association.

Increased profits with intelligent payments

By Michael Norton - Managing Director - PayPoint.net

As the gaming industry knows better than anyone, customer acquisition and retention is an expensive business. Marketing spend, affiliate and player bonus costs are increasing, while the industry is chasing a smaller pool of players in uncertain economic conditions. It costs a lot to drive traffic to your website and once they have arrived you don’t want to lose them.

Operators wishing to run a profitable website and ensure ROI on marketing efforts need to make sure that every transaction counts.

However just because a customer has paid and the money has left their account doesn’t mean the transaction will succeed. An issue that gaming operators are faced with in the card acceptance arena is declines from what appears to be legitimate depositors with valid cards. It is estimated that of the 35% of transactions declined in the online gaming environment, the majority are rejected for nonfinancial reasons. For many operators this equates to approximately 20% of total attempted transactions resulting in a drop in revenues and increased customer annoyance. This is a phenomenon that has been gaining traction in the gaming industry with no solution forthcoming until now.

At PayPoint.net, we are acutely aware of this issue and have developed a Transaction Optimisation solution that helps online gaming operators improve successful card transaction levels.

In the process of bringing Transaction Optimisation to market, we have identified numerous characteristics of transactions that have failed and why. These findings have challenged the belief that a card transaction will either be accepted or declined and that the gaming operator is powerless to influence the outcome. In fact, in a dynamic payment environment operators can recover the majority of lost transactions identified above.

The causes of authorisation declines are numerous and complex. There is rarely a single fix. Each Visa and MasterCard Issuer has its own authorisation systems, policies, processes, risk parameters and other considerations that must be factored into the overall solution. For example, there are banks that refuse 7995 transaction codes, some that will not accept transactions from certain European countries and some that refuse 3D secure transactions - this is just the tip of the iceberg but gives an impression of the types of issues we have to deal with.

There are also financial benefits from understanding and optimising transactions. For instance 3D Secure transactions are significantly cheaper to process from a direct cost and fraud risk perspective. Currently, very few gaming operators use 3D Secure because a large number of transactions get declined. By optimising transactions, gaming operators can benefit from the additional security of 3D Secure processing without the increased risk of harming the customer experience.

In such a dynamic environment with rules and systems used by the banking institutions changing on a daily basis, it’s key to establish a partnership with a key technology provider who offers advanced, intelligent payment solutions. These days it’s more than just processing payments. Being able to understand where unnecessary losses may stem from and having a solution in place to address this can convert into increased profits.

Learn more about PayPoint.net http://gaming.paypoint.net

Interview with

SIMON BURRIDGE CEO of Virgin Games

Simon Burridge, CEO of Virgin Games, talks exclusively to Infinity Gaming Magazine about the leaps and bounds the firm has made recently within the gaming industry. He lets us in on how the gaming management platform has progressed since we last caught up with him and also reveals how the firm is keeping a close eye on the American gaming market.

Q: Thank you Simon for your time today it is truly appreciated, firstly everyone knows that you are the CEO of the highly-acclaimed and respected Virgin Games. Can you firstly tell us what your role involves on a daily basis?

A: What do I do all day? That’s a good question and one I suspect my staff ask on a regular basis! Luckily I have a fantastic team who keep things working on a day to day basis, so my job is really to ensure that they are happy and feel valued and that as a Company we stay true to what we are all about, namely fun and entertainment – which means making the odd cup of coffee and regularly being beaten by everybody at football on the X-Box. Q: What kinds of games/entertainment does Virgin Games specialise in within the competitive world of gaming? How is it staying ahead of its competition?

A: Currently, we offer Casino, Bingo and Poker, all with a number of games to suit every taste and budget. Indeed we offer one of the widest ranges of slots and table games in the industry with over 300 games. Building our own platform has meant that we have all the best games from all the game producers. Occasionally, we even commission our own. Indeed, we once had a game called Galactic Quest, where you could win a trip into space - on Virgin Galactic, of course!

But the most important way to stay ahead of our competitors is through the softer attributes. Above all we want our customers to have fun in a safe and trustworthy environment.

We have a fantastic in-house customer services helpline and, through our regulation in Alderney, the strictest online age and identity verification process, so our customers can guarantee that they’re playing in a safe environment. What’s more, we live by our principles. We have never, and will never, take an illegal bet from an unregulated jurisdiction.

What else keeps us ahead of our competitors? Well, the ease and clarity of our site, a brand spanking new version of which was launched earlier last month, enhances customer experience. We also offer a very generous loyalty scheme through V*Points. And, as you’d expect from part of the Virgin group, we are offering unique and enticing rewards that none of our competitors can match.

Ultimately, though it’s not really a question of ‘what’ keeps us ahead of the competition but rather who - it’s in the quality of our people.

Q: It’s been a while since Infinity Gaming Magazine caught up with you. In our previous 2009 interview, you spoke about Virgin Games building upon its own gaming management platform. Since then, what has the progress been like for the progression of this?

A: Progress has been fantastic. We’ve made the jump from being a games marketing business to becoming a fully fledged gaming operator with a single sign on and a single wallet. With gaming licenses in Alderney and Malta and our own bespoke state- of- the- art platform, we can now bring our customers a much richer selection of content, promotions and entertainment.

However, one of the key benefits of having our own platform is that we have regained control of all our customer touch points – from registration, verification and banking to operating our own in-house 24/7 customer service centre. We have moved from exclusive contracts with limited content suppliers to a world where we can accept content from everyone, resulting in a much richer and more diverse range of games for our customers to play.

Indeed, over the last 18 months, we’ve signed over 10 new content partnerships and launched more than 125 new games on our site. These new content partnerships are integrated into our bespoke platform and are centred around a single customer account.

Q: In September of this year, Virgin Games launched a redeveloped version of all its websites. What was the reason and aims for refreshing the online brand?

A: Yes, we launched redeveloped versions of all of our websites including Casino, Bingo, Poker and www.virgingames. com. The new sites are the first complete rebuilds that we’ve done since we launched in 2004, and the aim is to offer our customers a more engaging, intuitive and user friendly experience.

The redevelopment was the product of a six month in-house build, driven , at all stages, by customer feedback gathered through in-depth usability testing. And our market leading Content Management System, which uses customer modelling to give us a more powerful predictor of user behaviour, in turn allows us to provide a better service to our customers.

The website re-launch really is the latest milestone in Virgin Games’s growth and more are planned, but as well as a more intuitive and rewarding user experience, the rapid influx of new games and content required us to focus on the website redesign.

At the end of the day, however, that’s what being part of the Virgin group is all about. Since the re- launch, we’ve received overwhelmingly positive feedback from our players. Proof that listening to the customer and putting them at the heart of what we do, pays off.

Q: With the current issues facing online gaming in America and the downfall of Full Tilt Poker how does Virgin Games and yourself see the future for the US Online? Is it better to regulate online gaming as opposed to wiping it out?

A: In the words of Barney Frank of the US House of Representatives, when discussing the fact that Full Tilt had potentially defrauded customers of millions of dollars: “It doesn’t change my view. If anything, it strengthens it. Online gambling should be legal, so the government can regulate it”. This is spot on.

And seems to be the way things are going –with the move towards regulation most definitely gathering pace. Land-based casinos, decimated by the recession, are now looking to embrace the on-line space once it’s regulated. Even Caesar’s Entertainment has recently begun increasing its lobbying to legalize online gambling companies. And now, with the US government and states all strapped for cash, the potential tax earnings from regulating the industry is now too big an opportunity for them to pass over.

And Black Friday, black though it undoubtedly was in terms of the industry’s reputation, was nevertheless a necessary precursor to any sort of US regulation.

Q: Would Virgin Games look at entering a legalised US Market?

A: Absolutely. We keep a keen eye all markets that are looking to regulate. The Virgin brand is very strong in the US with companies such as Virgin America, Virgin Atlantic and Virgin Mobile doing well out there. It represents a huge opportunity and we are watching developments closely.

Q: If yes, has Virgin Games made any links to US partners?

A: We are actively looking at the market but as yet we don’t have anything to announce.

Q: With the rise and popularity of online gaming and gaming on the go via Smartphone’s, how are Virgin Games aiming to meet this rocketing demand?

A: A timely question! You’re right, gaming is now very much moving to the same mobile and social platforms that are exploding for casual games.

For a while now, the industry has been on the cusp of mobile gambling really taking off – and 2011 seems to be the year that it has finally happened.

Indeed, later this month, we will be launching Virgin Casino Mobile. We see is it as the right time in the life of both the Company and, the industry and, importantly, the technology is now ready. We simply can’t afford not to do this – it’s what our customers want and it’s where the online gaming industry is heading. Virgin Casino Mobile is a casino web app. We decided to go for web app over a native app as they’re multiplatform and can be updated instantly – no app store review and approval needed. A web app also allows us to attach our single wallet system to our new mobile product more easily.

Our players use the same account to play at Virgin Casino, Virgin Bingo, Virgin Poker and now our new mobile casino. They can register, manage their account, play, deposit and withdraw seamlessly, whether they’re on the web or on the move.

Q: What would you say are the key aspects of running a successful business and how are you meeting customer requirements to maintain the firm’s high profile?

A: Never losing sight of who you are, what you’re doing and for whom, and that everyone in the team shares the same goals. We are not a traditional bookie and we are not about gambling in the traditional sense. We’re Virgin. We’re about fun and entertainment and about delivering a great customer experience. To that end, as I’ve said, the customer sits at the heart of everything we do: products, content, experience and customer service. It’s about recognising and bringing together our two biggest assets – our people and our customers.

Q: What kinds of obstacles did Virgin Games have to overcome to establish itself?

A: Whilst having the Virgin brand behind us when we first set up automatically gave us an immediate kudos that similar sized start-ups couldn’t begin to match, it also placed some reasonably significant obstacles in our way.

There was some nervousness amongst some Marketing Directors within the Virgin group that an association with gambling would somehow or other tarnish the Virgin brand. To overcome this, we tried to ensure that if the association with gambling was damaging the Virgin brand in any way, we could pull out as quickly and as inexpensively as possible. As a consequence, when we first opened our doors it was as a marketing operation only.

We had white-label, revenue sharing contracts with platforms like Wagerworks for our Casino, St Minver for our Bingo and Boss for our Poker. As it happened, we proved the doubters wrong. Not only did gambling not tarnish the brand, most consumers already thought that Virgin were already involved in it!

However, while, on the one hand, the white label arrangement was great, with our platform partners handling all the registration, verification, banking and customer service, on the other hand, it held us back as a business, because, with no disrespect to our Partners, it meant we had handed over the all important points of customer contact and customer interface over to organisations that weren’t Virgin.

Nevertheless, the white labelling solution did serve us well as an entry point, but it soon became obvious that, if we wanted to grow and offer a product that was worthy of the Virgin brand, we needed to become an operator and take control in house. We’ve now done this and the pay-off has been huge.

The second obstacle of course was that as a truly global brand, spanning many different sectors, our ‘Virgin’ ness meant we could only take bets from regulated markets (where it was unequivocally legal to do so). This not only limited our reach but also the amount of money we could make (and reinvest in marketing) viz-a-viz our competitors.

Q: Where do you see Virgin Games in 5 years time? Can you give us a sneak peak of any new games you are developing at the moment?

A: 5 years is a long time in this business, but we are actively engaged in increasing our share of the UK and Italian markets significantly, while seeking to explore opportunities on other markets as they regulate.

As part of that, we are always looking at new games, new content and new products. We’re always looking at what and how we can be better to ensure that we evolve as our customers do, and of course, like any other business, we want to continue to expand as and when the right commercial opportunities come along. As I’ve said, 5 years is a long time so who knows where we’ll be. All I can say is that, wherever we are and whatever we are doing, it will be because that’s what our customers want.

Q: Have you always worked in the gaming industry?

A: Oddly enough no, my background is marketing and advertising, but because my family bred and owned Desert Orchid, people have always thought that I was into all forms of gambling. I think there’s a perception that I’ve always been intimately involved in the industry but actually my first proper foray into it was putting together Richard Branson’s bids to run the National Lottery. It’s why I became Chief Executive of The Peoples Lottery and why, when Richard decided that he wanted Virgin to be involved in gaming, he asked me to set it up. And the rest as they say is history…

Q: Last but not least, what has been the most enjoyable time at Virgin Games so far?

A: (Laughs) How long have you got!?

I could say it’s the day we launched, winning our first award, winning a few more awards, feedback from our customers, the annual charity day for Kid’s Company and the joy that brings to both the kids and us, which is quite frankly priceless. I really don’t know to be honest – I don’t think there’s been a time when I haven’t enjoyed what I do, and whilst it’s been a roller-coaster of a ride at times, the one thing it’s always been is fun.

Interview with

Dr Henrietta Bowden-Jones Lead consultant psychiatrist at the NHS National Problem Gambling Clinic MRCPsych, BA (Hons), DOccMed, MD (Imperial) Dr Henrietta Bowden-Jones spoke to Infinity Gaming Magazine about why she was drawn towards the field of pathological gambling. She reveals the triggers behind problem gambling, from perhaps betting lunch money as a child in the classroom to gambling away large sums of cash when you enter the world of employment. She gives us an insight into why there is such a negative social stigma attached to becoming attached to gambling and how the industry can bring itself out of the shadows in terms of creating a balance between winning and stopping and severely loosing and chasing.

Other patients started a bit later, they might have had a history of family difficulties, with emotional or physical abuse, or death of a parent or a divorce. These people were gambling to forget their problems from an early age.

Q: Thank you Dr Henrietta Bowden-Jones for your time today it is truly appreciated. Where did you start out your medical career and what drew you towards this highly demanding, sensitive and interesting career?

Q: I understand that you founded the CNWL National Problem Gambling Clinic in 2008. What were the reasons for founding the clinic?

A: I studied medicine in Italy where I was born and grew up, but soon after my graduation I moved to the UK to specialize in Psychiatry, working in psychiatric hospitals and taking the Royal College of Psychiatry membership exams and also, in later years , doing a research MD in Neurosciences with Imperial College.

I was drawn to the field of pathological gambling following my research on a part of the brain called the ventro-medial prefrontal cortex, it was work I did for my doctorate but I realized whilst I was testing alcohol dependent subjects that some were responding in an extreme way to laboratory gambling tests and in trying to find out why, I became very interested in problem gambling.

Sometimes problems started at university or when people had their first job as this gave them access to money for the very first time.

Often, we see a family history of problem gambling or gambling being a regular activity at home.

A: I felt, at the time, that there was no designated NHS multidisciplinary service in the UK that could provide a gold standard, evidence-based treatment for problem gambling and I was committed to helping people get better with the help of the most effective interventions and for this to be free.

I am keen to continue with this vision even now that I have twelve members of staff in my team and twelve researchers in the research consortium.

I still take a strong and committed approach to each and every problem gambler who comes through my clinic.

Q: What are the CNWL’s primary objectives in helping people overcome their addictions to gambling?

Q: As a respected consultant psychiatrist working in the field of substance misuse, is it possible to pinpoint why people become addicted to gambling or is there usually a snowballing reason for the addiction?

A: We want people to stop being problem gamblers, mainly our patients will seek to become abstinent from gambling as for them, moderate gambling has proved impossible. We want them to learn how to manage their finances and repay their debts.

A: We tend to see different paths into problem gambling, some of our patients started very early, gambling from the age of nine or ten, at school, betting their lunch money instead of eating and manifesting early their difficulties in controlling the urge to gamble and chase losses.

We provide them with family therapy work to resolve all the complex dynamics following years of lying to relatives and borrowing money from them. We encourage spouses and parents and children of gamblers to come to us for help too.

Q: You are the Royal College of Psychiatrists’ spokesperson on Problem Gambling. From your professional perspective, what do you identify as obvious signs of gambling addictions? What kind of advice can you offer to people who think they may have an addiction?

A: Gambling for most people is a recreational activity that leads to no particular problem. For 0.9 % of the population this is not the case as they have shown a vulnerability towards problem gambling and need to be treated for this.

I also believe that the approach to treatment and prevention needs to be Pan-European in order to be cost-effective, I am setting up a charity called Gambling Concern to address these issues both within the UK but also abroad. Eventually I would like to see all European countries use the same rating instruments to measure problem gambling prevalence’s.

Q: In a bid to break negative stereotypical barriers within the gaming industry, how can land based and online gaming companies across the world emphasise responsible gaming?

Symptoms can be anything from: A constant preoccupation with gambling that leads to emotional distance from friends and family Spending many hours on the internet gambling or in bookies or a casino leading someone to miss work or not be present for important family events. A tendency to play more and more.

A: Some companies are already doing a lot, others can learn from the more advanced and socially responsible ones by providing good and accessible exclusion assistance, by educating players on how to detect problems in their behaviour around gambling with simple screening tools, and by advertising treatment providers on their websites.

Lying to others about the amount of gambling one is doing Stealing from others in order to fund one’s gambling Chasing one’s losses rather than walking away from a losing streak.

Q: Global gaming companies and the rise of mobile gaming are rapidly gaining popularity and recognition.

In light of this, what kind of elements do you think would possibly encourage an addiction?

If you a re worried you may be suffering form problems related to gambling, you can go on the National Problem Gambling Clinic’s website and download a referral form and send it in to us.

A: The risk is that increased availability may lead to increased play in terms of hours spent gambling, and this in turn may lead to new cases developing, but we will have to wait and see whether the immediacy of the new forms of gambling is preferred by problem gamblers, this is not necessarily the case as many of my patients at the National Problem Gambling Clinic prefer to queue up in bookmakers for example.

Q: As a highly respected member of the Government’s Responsible Gambling Strategy Board, can you tell us what kinds of informative methods are explored when it comes to prevention, research, treatment and education of responsible gambling.

A: The Board has a comprehensive strategy and I would encourage everyone who is interested, to look it up, it is divided into Research, Education, Prevention and Treatment.

My main personal drive is to see a future in which problem gambling is seen as a Public Health issue and funded as such in the UK.

Q: Can you tell us about the current or upcoming various research projects within the National Problem Gambling Clinic and its plans to reach out to individuals who think they may have a problem with addiction?

A: The biggest project we currently run is funded by the Medical Research Council and is looking at impulsivity and impaired decision making in pathological gamblers. Other research is going to be more focused on the clinical side of things, and we will be trialing medication for the treatment of problem gamblers in the near future.

Q: What kind of involvement do you have with the Sporting Chance Clinic and what kind of impact has it had so far amongst those who seek these services?

Employers also have a difficult time as they want to help but are unsure what measures they need to implement when asked for advance loans from their employees.

A: Within Sporting Chance clinic I provide the clinical input from a Board level in the role of Trustee, to make sure that all issues linked to clinical governance and risk management are carefully thought through and discussed with the excellent team of therapists.

We currently run an employee assistance programme for one of the biggest gambling firms here in the UK, I believe it has been very helpful to them to have our staff train their HR department in these matters and gives the company support to know they can refer employees with gambling problems to our clinic.

Many people’s lives have been greatly helped by the work the clinic does with sports players.

Q: Where can individuals who think they have a problem with gambling go for help and what kind of help or advice can they expect to receive?

A: There are three possible alternatives in the UK, people who want to be seen within an NHS framework come to the National Problem Gambling Clinic for individual or group treatment, family therapy work and money management sessions.

There are also two charities which run gambling treatment help, Gamcare and Gordon House, both very good.

Q: What are the potential harms of problem gambling and are there any steps that individuals can follow to help themselves?

A: The patients I see who have truly lost everything have gambled away their homes, sometimes their parents’ savings and sometimes their own marriages as the addiction can be all consuming.

Sometimes people can commit illegal acts to fund their gambling and this can cause them great shame and worry.

We frequently see patients who have become suicidal because of their gambling problems and ensuing depression and anxiety.

Q: How are those who are surrounded by addicted problem gamblers affected and what are the potential harms in being taken over by gambling addiction. How can family members or friends reach out and help gambling addicts?

A: It is very difficult for relatives and spouses as they initially want to help and can end up in debt themselves, we can provide support in the family work groups and also educational sessions to teach relatives how to be caring but firm.

Q: Which groups, age or gender in society are most likely to develop a problem with gambling?

A: Problem gambling can affect anybody at any age but normally, if you are going to be vulnerable to it, this will happen by the time you are in your late twenties or early thirties.

Men in the UK are significantly more likely to report problems but in some states in the US the gender ratio is almost 50/50 because of the introduction of electronic gaming machines being something that both men and women play lots of.

Q: What kind of social stigma is attached to the gambling industry as a whole when addictions are being brought to light? How can people wanting to fight their addictions overcome these negative stigmas?

A: The gambling industry in this country voluntarily pays a lot of money ( about £5 million ) towards education, research, treatment and prevention. Its relationship to treatment providers is a good working one which until March will still be mediated by the government’s Responsible Gambling Fund..

I am positive that in the future more work can be done on issues such as advertising , self exclusion and under age gambling. This can and should take place with all stakeholders being involved in the discussions. Some great work has already taken place at the Responsible Gambling Strategy Board meetings where both academics, treatment providers and industry representatives work together towards a common good. More of the same on further topics will be a priority in the future.

Q: Who is the first person a gambling addict should contact when taking that first step in seeking help? A friend or a consultant?

A: Some people find that disclosing their addiction to a friend gives them the courage to come to the clinic, others are already very alone by the time they reach a decision to seek help.

The important thing is to have hope and believe that we can get people better. Our success rates with problem gamblers are very good, and we are used to working with severe cases.

I would like to add something about Gambling Concern, the charity I am setting up. I did it to fundraise for the national Problem Gambling Clinic as it now has about 500 referrals a year, far far more than I had ever envisaged when I started this clinic in 2008.

The funding we receive is minimal compared to our needs and my dream is to raise a further £200,000 a year in order to expend the number of people in treatment by employing several new psychologists and be able to fund the clinic’s family therapist full time rather than part time.

Gambling Concern aims to support problem gamblers in the UK and in Europe by speaking on their behalf on matters that we feel are urgently in need of being heard. It aims to provide consultancy work on treatment and prevention in order to use the expertise gained from the clinic’s work and from our wide research interests. Many countries in Europe are keen to work along similar lines to our clinic’s and we will be happy to advise on how to set up similar treatment services.

We will welcome any fundraising activities on behalf of our clinic as we believe we can truly make a difference to hundreds of people each year. gambling.cnwl@nhs.net

Red carpet fashion Glamorous gaming goddess DAZZLE and glitter in your sophisticated ball gown like a Hollywood star. It is the one sophisticated and staple piece that should hang elegantly in every woman’s wardrobe. With the chic International Gaming Awards 2012 looming, it’s time to start thinking of how you can look like and be a star in your own right on the gaming Oscars night of the year!

Taking place at the Sheraton Park Lane Hotel, London on the 23rd January, it is sure to make you feel like a glamorous gaming goddess. This season, vibrant, candy colours assert a bold and unique dynamic image whereas the dark, moody and mysterious darker shades take on a contemporary and simplistic look. Each style is perfect for being adorned as your fantasy ball gown. This season, statement dresses give a Hollywood impact as the return of the ball gown makes its debut on catwalks and red carpets once again. Want something that no-one has? Try www.dressgoddess.com. It once famously featured a $14,000 ball gown so the site isn’t your average online shopping haven. All dresses featured on the site epitomize striking Hollywood glamour and there’s no reason why you shouldn’t amaze in all your glam glory too.

Whatever you handpick, the shapely and sophisticated gowns will ooze a “look at me” romantic reflection. Sleek cuts, off the shoulder, delicate embroidery and intricate detail will capture attention.

Interview with

MATTHEW SUNDERLAND

MANAGING DIRECTOR COMMERCIAL OF PROBABILITY Matthew Sunderland invites Infinity Gaming Magazine into his world of mobile gaming. He gives us an exclusive insight into how he maintains Probability’s established and well-renowned brand across the gaming sector. With the rapid rise of iPhones and Blackberry’s sweeping the nation, he tells us why casual, low-stakes, high volume gaming is expanding the gaming industry.

Q: Thank you Matthew for your time today it is truly appreciated, firstly everyone knows that you are the Managing Director Commercial of Probability. Where did you start out your career? What drew you towards the gaming industry?

A: I started my career as a media planner/buyer at MediaVest planning media campaigns across TV, Press, Radio, Outdoor and Cinema for brands like Beck’s Bier, Barclays Bank and P&G. I then moved to an online agency called Profero as Head of Planning working with clients such as Saab and BSkyB. Five years into agency life I made the decision to move client side and ended up in various senior commercial marketing roles at companies such as Universal Studios and CNN International. It was a chance meeting with an old work colleague that drew me into the gaming industry. I saw the immediate effect of marketing campaigns in realtime and the direct customer interaction in a growing sector and as a marketer that sparked my interest massively.

Q: Where were you professionally rooted before you joined Probability and what was your role?

A: I joined St Minver in 2005 as Marketing Director initially running the Gala Bingo, Casino and Poker online business under contract with Gala.

St Minver was acquired by GTECH in April 2008 and my last position was as Group Marketing Services Director on the management board. During my tenure I was responsible for a large portfolio of direct to market online gaming brands (e.g.

Chit Chat bingo, Juega Bingo & Slotmine) across bingo, casino and instant win in UK and International.

Q: When you joined Probability in 2009, what was your initial vision, aspirations and aims that you set out for yourself?

A: To double the size of our B2C brand LadyLuck’s (customer base and revenues) by the end of 2010. To educate consumers about mobile gambling via innovative marketing campaigns and build a market leading mobile casino brand. I also set the team and myself the task of building out our white label mobile cash gaming offering and creating a new revenue stream.

Q: Currently, how many gamers do you have visiting your mobile offering? How are you planning to maintain this?

A: We have over 750,000 registered customers and counting.

We continually invest to improve our customer offering better games more frequently, larger progressive jackpots and by increasing our liquidity. We engage and talk to our customers all the time and really listen to their opinion and needs.

It helps us keep our offer fresh, as customer loyalty is key. LadyLuck’s is ‘Britain’s Favourite Mobile Casino so have to work hard across all aspects of our business to maintain our brand position.

Q: What are the key aspects of a successful advertising campaign?

A: Start with your brand and build up from there: Factor in the key selling points of your product and services, the characteristics of your brand and how you want to position yourself in your marketplace. Know your target market inside and out (customer research, focus groups and core demographic data and typical media consumption habits) and know what tone of voice is going to resonnate with them the best. Focus on the post click experience. Track it, test it and optimise it all the time and constantly sharpen the saw. Never be afraid to try a little disruption in your advertising campaigns, it keeps things interesting.

Q: How important do you consider social media to be within the gaming world?

A: Mobile is shaping the way that social media is consumed.

Our customers are doing a lot social networking on mobile so it’s a very important piece for us.

Q: These days, everyone has an iPhone or a Blackberry.

What do you think the primary reasons are for this rapid growth within mobile gaming?

A: Mobile phones have shifted to be primary media consumption devices and almost half of UK Internet users are going online via mobile phone data connections, according to a recent survey report by the Office for National Statistics.

Smartphone’s have given users a whole load of new functionality and services that were previously unavailable on feature phones including email, IM, social media, VoIP and location based service. These new devices have revolutionised the relationship customers have with their phones and they have started to evolve into personal entertainment centres. The best demonstration of this is the rapid take-up of our iPhone/ Android services. These users are now approaching 45% of our business, since launching our Touch Casino suite in August 2010. Mobile phones are extremely well suited for casual, low-stakes, high volume gaming. The devices are with you all the time, and so you can play whenever it suits you.

Mobile customers are also getting increasingly familiar and at ease with mobile-based payment systems and mCommerce in general. A combination of all these factors is why we are seeing rapid growth within the sector.

Q: What would you say are the key aspects of running a successful mobile gaming business and how are you meeting customer requirements to maintain Probability’s high profile?

A: Our customers are very vociferous and we listen and talk to them regularly, its key to our business. The majority of our customers are acquired direct via mobile so they expect a full mobile experience. They expect to be able to play games that are tailored to their environment, they expect to be able to pay via multiple channels on their mobile and they expect exemplary customers’ services and relevant and targeted SMS CRM with the best offers and promotions in the marketplace.

I am happy to say that we continue to deliver on all those aspects and we are constantly reviewing the changing mobile landscape in order to offer our customers the best mobile cash gaming experience possible.

Q: Are there any plans on the horizon to further expand the company on an international scale?

A: Yes we have a number of International projects on the boil one of those being our deal we announced in July with Mexican based casino, racing and bingo company Grupo Caliente which will allow us entry into the LatAm marketplace.

Q: If you weren’t settled in with your current position at Probability, which other career path do you think you would be following instead?

A: If I was not working at Probability I would probably be in a marketing role elsewhere. Marketing is where I feel happiest.

Q: Moving on to more enjoyable topics, what has been the most enjoyable time at Probability so far?

A: There are quite a few but the most memorable are, when we were awarded our Gibraltar licence, when we did over £1m in cash deposits from customers for the first time in a single month and recently when two of our progressive jackpots were won with two customers winning £73k and £66k respectively.

Poolside gambling Hurrah for harrah’s gambling vision

CASINO gambling has been meshed into the nightclub scene at Harrah’s poolside. Harrah’s Resort Atlantic City will be the first casino in the city to expand gambling to non-casino areas.

Blackjack will be the first game to make its poolside debut.

Eventually, Harrah’s plans to put six table Games at The Pool, according to Don Marrandino, eastern division president of Caesars Entertainment.

“This shows the new spirit of cooperation in New Jersey: We talked to the DGE (Division of Gaming Enforcement) about how The Pool is this great day-club/nightclub amenity and how gambling would be the next logical step,” he said. “They looked at it, approved it and we’re off and running.”

On the back of this, the race is on in Atlantic City to expand gambling to areas outside the casino floor. The DGE earlier this month gave permission to the Tropicana Casino and Resort to put slot machines and electronic table Games in The Quarter, its shopping and dining area across the street from the casino.

Now, we’re going to integrate a nightclub with gaming to create an even greater attraction.”

Marrandino praised the New Jersey Division of Gaming Enforcement for quickly approving the Harrah’s plan. The Division of Gaming Enforcement replaced the New Jersey Casino Control Commission this year as the principal regulatory agency for the gaming industry. The switch was part of Gov. Chris Christie’s overhaul of the regulations to make them less intrusive and less expensive for casinos.

“I think it represents a new spirit of cooperation,” Marrandino said of the friendlier regulatory environment. “It has really helped our market. Now, we can move quickly and be smarter.”

SJM’s Q3 profits rise by 35% Gaming revenue in Macau attracts the high-rollers

The Tropicana will initially put 11 slot machines and two electronic table Games machines into The Quarter, with the idea that they will be used by people waiting for dinner or movie reservations in the popular tourist attraction. The casino eventually hopes to put 100 to 125 slot machines and livestaffed table Games into The Quarter if all goes well during the trial period.

“Stayed tuned. We’ve got a few things up our sleeve,” said Marrandino, president of the Harrah’s, Bally’s, Caesars and Showboat casinos in Atlantic City owned by Caesars Entertainment Corp.

Popular with the swimming crowd during the day, The Pool also doubles as a nightclub and celebrity hangout. Now, it will also serve as a mini-casino.

“We think it’s going to be one of the coolest spots in town,” Marrandino said. “Nightclubs have become so important to the casino industry.

CARD games have come up trumps in Macau, as Asia’s biggest casino company reported its third-quarter profit increase of 35%. It seems as though Macau continues to dazzle its gamers from all directions, as its high rollers bet more on card games at its flagship Casino Grand Lisboa.

SJM Holdings Ltd. (880) stated that net income has rocketed to HK$1.2 billion ($154 million) from HK$867 million a year earlier. It is the only gaming haven in China where casinos are legal which is why the resort has been a tight-knit operation since its opening. Its revenue rose 45% to 221 billion patacas ($27.6 billion) in the first 10 months of this year.

This has of course sparked competitors to sit up and take note. Galaxy Entertainment Group Ltd opening new casinos hope that they can overtake the gaming giant. Sands China Ltd. (1928), owned by billionaire Sheldon Adelson, plans to open the first phase of a project early next year on the Cotai Strip, where it also built the Venetian Macao. The theme attached to the project is to replicate the U.S gambling hub.

“It’s almost certain that SJM will lose market share going forward,” said Philip Tulk, an analyst at Royal Bank of Scotland Group Plc. in Hong Kong. “It has been hugely impacted by the opening of Galaxy.” SJM’s EBITDA missed Tulk’s estimates by 6 percent. As well as rising profits, the city’s visitor arrivals during the Chinese national holiday week rose 13 percent from a year earlier to 775,968, according to the city’s tourism bureau. It reflects how the gaming resort is attracting more and more high-rollers into its sparkling hub.

SJM’s flagship casino Grand Lisboa benefits from a clustering effect on the Macau peninsula. The casino is located in close proximity to Wynn Macau, StarWorld, and MGM Macau, and continued to outperform, with gaming revenue for Grand Lisboa increasing 60.1% to HKD 5.8 billion. Gaming revenue for SJM’s smaller casinos, which are located in less-favorable locations on the Macau peninsula, increased 28% to HKD 13.2 billion.

“SJM’s market share may decline, but the industry growth in Macau will continue and SJM’s business continues to attract loyal customers” Ken Chen, a gaming analyst at Jefferies Hong Kong Ltd., said in a research note quoted by Bloomberg.

Shuffle Master hits the jackpot Making gaming progress

SHUFFLE MASTER has announced a jackpot link between Red Rock Resort and Sunset Station for a popular specialty table game Fortune Pai Gow Poker. Nevada, for the first time, welcomes the cross-property progressive jackpot in the form of a spectacular table game.

“We are excited to bring the first inter-property linked table game progressive jackpot to the State, and honored that Station Casinos has partnered with us to make this a reality,” said Gavin Isaacs, Chief Executive Officer of Shuffle Master. “We believe players will enjoy a more exciting and compelling gaming experience as the Fortune Pai Gow Poker Progressive jackpot rapidly increases.”

To win the Fortune Pai Gow Poker Progressive jackpot, a player must have a seven-card straight flush, which can include a joker. When the top prize hits, an Envy Bonus is also paid to all players who made the progressive wager at the winning table during that round. Shuffle Master created the link using Nexus Command(TM), an innovative system that enables multiple progressive table games of the same title to be linked across statewide properties. Nevada Gaming Control Board is currently field-testing Nexus Command, which is the latest evolution in Shuffle Master’s Nexus product line.

“We are confident that the appeal of the cross-property progressive jackpot is that players witness the meters incrementing in real-time at a faster clip to drive bigger progressive jackpots than a standalone or intra-property progressive,” said John Hemberger, General Manager of Shuffle Master’s Table Games division. “Cross-property connectivity was the next logical step for Shuffle Master in enhancing and broadening our progressive product offerings.”

“We are very pleased and excited to partner with Shuffle Master on the introduction of this revolutionary inter-property table games progressive jackpot program,” said Jim Ward, Vice President of Station Casinos Table Game Operations. “At Station Casinos, we pride ourselves in leading the market in new and innovative technology to enhance our guests’ experiences.”

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eCOGRA Approved as a Testing Agency

by Spanish Gambling Authority The newly liberalised online gambling market in Spain Ecogra is proud to announce that it has achieved the green flag as a testing agency by Spanish Gambling Authority. It can now step forward in testing and certifying both i-gaming software and information systems security for the Spanish market. eCOGRA chief executive officer, Andrew Beveridge, applauded the licensing opportunities adopted by the Spanish regulator in the newly liberalised online gambling market in Spain, commenting: “It appears that a harmonised EU regulatory environment is unlikely to be achieved in the near future, and operators, software suppliers and testing agencies are currently faced with a formidable challenge in meeting the different jurisdictions’ compliance requirements.

In this environment eCOGRA is very conscious of the need to fulfil our clients’ expectations and the associated audit risks, and we are continually developing our auditing approach to ensure that operator and software supplier clients realise benefits that include:

• A streamlined and efficient audit process ensuring reduced delays in licensing in new jurisdictions and minimal disruptions to the rollout of new products and system changes; • Reduced testing through a single audit of common regulations across multiple jurisdictions, with possible and consequential annual cost benefits; • Compliance work performed by professional and industry experienced auditors with a thorough understanding of the operational and regulatory environments; • Comfort that a familiar testing agency with a proven reputation for integrity and competence is performing the testing work; and • Competitive testing agency fees.”

Founded in 2003, eCOGRA tests, reviews and monitors the operational activities of almost 200 tier one online gambling venues operated by some of the largest companies in the industry. Its audit and IT professional staff is experienced in the testing and certification of platforms, games, online casino, bingo, mobile and poker networks and sports books to best practice standards that meet international regulatory requirements, including the safe storage database demands enshrined in the new Spanish regulations.

The Dirección General de Ordenación del Juego recently emphasised the importance of comprehensive and professional testing as a prerequisite for a stage one Spanish license.

Applicants will be required to successfully undergo an assessment process of both games and platform by a testing agency recognised by the Spanish authorities. Once the license has been issued, the applicant has four months in which to prepare for a final and all-embracing inspection of operational systems, games and hosting facilities, leading to a full license.

The burgeoning Spanish market represents a significant business opportunity for operators committed to, and able to meet, high standards, and the demand for testing and advisory services is expected to be considerable.

Sports-betting app approved in the US Time to legalise online gambling As online gaming continues to fight for approval Once and for all GAMING on the go is rapidly becoming a growing trend across the globe, especially with the rising technological smartphones and user accessibility. With the on-going battle to legislate online gaming, the first mobile sports-betting app for iPhone has received field trial approval from the Nevada Gaming Control Board. Some have said that this seems slightly odd, seeing as online gaming is still considered a no-go zone.

However, not everyone across the gaming globe has this luxury as it still classifies as online gambling, through the internet via a mobile phone. The application, for the moment, will also be ‘intrastate’, iPhone gambling applications are governed accommodate this.

Developed by Computerized Bookmaking Systems (CBS) and owned by American Wagering Inc (AWI), it hopes to turn the tables on online gaming on the go, in a positive way of course.

The field trial will go out under Leroy’s Sportsbooks, a subsidiary of AWI and therefore William Hill.

At the moment, off-track betting for horse racing is not illegal in the USA. This essentially means that the Unlawful Internet Gambling Enforcement Act, makes taking wagers on online gambling illegal, but not for certain sports bets. What is even more interesting is the fact that mobile apps for sports betting are ten-a-penny in the UK, and yet this is the first mobile app being released for Apple in the US.

GAMBLING is being blamed for the Occupy movement; that is the latest claims made by people protesting across the globe.

Richard Grenell, the longest-serving U.S Spokesman in the History of the United Nations, recently explored why internet gambling should be made legal and why Washington lawmakers need to wake up and smell the reality of the situation. This is the best bet. A Congressional joint committee on taxation revealed that the online gambling industry could generate $42 billion to the federal government over 10 years. This is why he thinks that online legislation of the industry is on the horizon.

He said: “Gaming is a growing industry: There was a time not long ago when Las Vegas and Atlantic City were the only places in the nation to gamble legally, but Indian casinos, video gambling, slot machines, lotteries and more are popping up across the country.

Florida, Illinois, Minnesota and New Hampshire are just a few of the states currently discussing the issue. It’s time for the federal government to catch up.” Speaking to the Huffington Post he also expressed his views on why the U.S should stop trying to stamp out the darker industries and just regulate them, as they have the potential to create more of positive impact on the economy.

He said: “The U.S. is missing out on a growing revenue source: As lawmakers struggle to clamp down on American free choice, the rest of the world is experiencing explosive growth in online gambling. Worldwide, the industry is worth $30 billion annually, of which $4 billion comes from America in spite of a government ban.

It’s staggering to watch that kind of money flow overseas while the U.S. spends money on anti-gambling enforcement.

Prohibition is useless: Speaking of law enforcement, it’s a huge mistake to believe that prohibition works now any better than it did a hundred years ago. There are too many grey areas and dark alleys on the web to allow effective monitoring and enforcement. The government would do better to focus its enforcement energy and dollars on real crimes at the U.S. border.”

He states that the industry is slowly changing its game, in regards to supporting the industry. As “the American Gaming Association, the trade organization for the industry, has long opposed online poker but recently reversed direction and now openly supports regulation of online gambling.” It is vital for the industry to support changes within its gaming world if it is to move forward.

The roadblock to regulating Internet gambling is the Obama Administration. Rep. Barney Frank (D-MA), a longtime proponent of regulating online gambling and Obama supporter, recently went so far to say that President Obama was “protecting the public from the scourge of inside straights.”

Mickey Mouse Florida casinos

opposes

Disney World wants casinos to stay off their turf THE Miami Chamber of Commerce is hosting a hot debate today about gaming in South Florida. It will unite key speakers in a bid to move online gaming forward. Issues that are set to be discussed are those surrounding whether Florida should introduce and welcome a Las-Vegas style gaming environment.

However, the idea has been shot down…by Mickey Mouse.

Walt Disney World, the giant playground for kids and adults has made preventing “destination” casinos its first priority. Its four fun-filled theme parks attract more than 45 million visitors a year. It employs more than 60,000 workers and generate nearly $600 million a year in tax revenue. So its no surprise that it wants to keep its success and landmark safe from being diluted.

Disney is weary of casinos because it is unlikely to appeal to Disney’s core audiences of families and children.

“Disney has lots of little pockets or niches that they’re really good at getting market share in. And it adds up,” said Duncan Dickson, a professor at the University of Central Florida’s Rosen College of Hospitality Management. “Disney doesn’t want another Las Vegas anywhere close to them. Who needs the competition?”

Disney has always opposed efforts to expand gambling because it is so adamant in protecting its kid-friendly environment. It feels that the gambling taboo images it often brings to the table will deter its core audience and kill the aura of innocence. The company’s cruise line is the only major operator to sail ships without onboard casinos, which are typically one of the biggest generators of on-board spending.

“We’ve studied this issue carefully and remain opposed for many reasons,” said Disney spokesman Mike Griffin, “including the fact that it is inconsistent with Florida’s brand as a family-friendly destination and with the efforts we’ve long supported to diversify Florida’s economy through research, innovation and entrepreneurship.”

The legislation to be considered in Tallahassee would authorise three “destination” casinos in Miami-Dade and Broward counties. Each would boast a luxury hotel, shops, restaurants, convention space and casinos with every major game, from blackjack to roulette and craps. Any company awarded a casino license would have to spend at least $2 billion building the facility.

Las Vegas Sands and Wynn Resorts, both based in Las Vegas, and Genting, a Malaysian-based resort developer, are among the companies expected to seek licenses. Genting has already spent more than $300 million to buy bay-front property in downtown Miami and has announced plans for a $3.8 billion resort. All have promised they will create thousands of jobs in South Florida, making the deal attractive to lawmakers hoping to lower the state’s 10.6 percent unemployment rate. Supporters of the move to introduce casinos have stated that the state could cash in on taxing new gambling activities.

in Iowa Frozen funds melting? Igaming Technology overriding the law Absolute Poker and UltimateBet players hold their breath

PLAYERS may soon be able to withdraw their long-awaited cash from frozen accounts after the Black Friday fiasco. Cereus Poker Network announced recently that it has made plans to return funds that were seized by the US Department of Justice (DoJ.) The DoJ closed down a handful of poker websites in the USA on April 15th, alleging that Absolute Poker, UltimateBet, PokerStars and Full Tilt Poker broke the Unlawful Internet Gambling Enforcement Act (UIGEA) by engaging in money laundering and bank fraud, when apparently processing money transfers to and from their customers’ accounts. Since April, irate poker players have been waiting for their closure on the whole situation.

The Canada-based Kahnawake Gaming Commission (KGC) released a statement detailing that they had held numerous conversations “over the past several weeks” with Blanca Gaming. It also said, “To avoid further prejudice to affected players, the Commission has demanded that all parties complete their discussions and implement a reimbursement solution without further delay.”

According to the statement, it has been in talks, “with its licensee, Blanca Games Inc. (“Blanca”), operating as Absolute Poker and UB.com (“AP/UB”), to facilitate the reimbursement of both US and non-US players.”

A confirmed date regarding the payouts has not been released yet.

However, players should perhaps take this latest news with a pinch of salt. Players have been waiting for more than six months with their hands held out, waiting for their cash. Still nothing. In May, there were talks of an agreement with the DoJ which pointed towards refunding players’ balances, but that didn’t happen. Will this be the case again?

Stay with Infinity Gaming Magazine as the story unravels.

ONLINE gaming has branched out its ‘controversy’ to Iowa in the United States. The race to legalise online gaming is still on and a new report has revealed that more Iowans taking their chances and placing bets on the net.

The report, which was revealed by the Centre for Social and Behavioural Research at the University of Northern Iowa, exposed a massive 5% of adults admitting to online gambling. A 2% have done so in the past 12 months. Youth have also confessed to gambling online for money or possessions.

State senator Jeff Danielson who is chairman of the Iowa Senate State Government Committee expressed his thoughts on why online gambling should be legalized, “I believe the technology has gotten ahead of our laws, and if you want to avoid the downsides of some of the economic and social aspects, then you need a thoughtful approach… Right now there are billions of dollars leaking out of the U.S. economy and Iowa’s economy to far-away places where we have no idea what the money is being used for.”

“It was time for an update to see what was going on in terms of people’s gambling behaviors and attitudes,” said Melvin Gonnerman, Senior Research Methodologist for UNI Center for Social and Behavioral Research.

Back in October, another report on gambling shows 91% of Iowans admit to participating in some form of gambling from church raffles to black jack. That compares to 80% who admitted to gambling in the last survey in 1990. The manager of the Public Health Department’s Office of Gambling Treatment and Prevention, Mark Vander Linden, says Iowa’s rate is a little higher than the national average, which is 80%.

He says it’s an indication of “the wide acceptance of gambling as part of the culture in Iowa.” Vander Linden says he also wants to look deeper into the report to see how many Iowans are gambling when they shouldn’t, or gambling where they are at risk, or are problem gamblers.

Bally Technologies show- Bet365 enhances online platform The next generation of gaming cases its fresh games New core video titles making a debut

BALLY Technologies has announced that it will showcase a variety of groundbreaking games and system technologies at the SAGSE Expo and Congress in Buenos Aires, Argentina Nov. 9-11. The high acclaimed firm will present around 40 unique game titles, as well as an array of cutting-edge systems tech-

nologies, in stands #401 and #402 at Latin America’s premier gaming trade exhibition.

“The focus of our SAGSE exhibit will be on showcasing solutions that offer highly entertaining experiences to casino players, while delivering a strong return-on-investment to operators,” said Bally Technologies’ President and Chief Operating Officer Ramesh Srinivasan. “We will be showcasing our new world-class licensed brands, lots of fresh compelling game content, several trailblazing new play mechanics, and new floor-wide bonusing applications that deliver a truly differentiated experience across the casino floor on games from any manufacturer.”

“Attendees are going to get to see our new Michael Jackson King of Pop™ and Grease™ games for the first time outside of the United States,” said Ricardo Regner, Bally’s Director of Latin America. “These top-notch branded games, along with our amazing new core video titles and groundbreaking systems solutions, will certainly be the talk of the show.”

Taking the limelight is Michael Jackson King of Pop. The music-filled vibrant game features everything from mystery wilds bonuses and free games bonus events featuring Don’t Stop Till You Get Enough, Billie Jean, Beat It, and Smooth Criminal, this game is highlighted by a U-Spin™ Platinum Record Bonus.

Michael Jackson is represented exclusively for licensing by the Bravado International Group.

SPEED and efficiency will push bet365’s online platform and its significant gaming growth through to 2020. It recently announced that it is working on building a new platform from scratch; according to the CTO Martin Davies, it is a “complete clean sheet.”

The firm started in 2001 and was founded in a Stoke-on-Trent Portakabin the year before. The company was held together by a single permanent programmer and six contract developers. Ten years on and the firm has a 300-strong tech department consisting of 160 developers and 140 infrastructure support staff. The company has a total of 1,400 staff still based in Stoke-on-Trent, turned over £5.4bn in 2010 and has a website that is live in 17 languages, with four million users across 240 countries. It’s no wonder that the successful company have now set their sights higher into cyber-space.

The next ten years will seen an improved online presence to account for its growing flocks of customers. With the way the online industry is making its mark, good or bad, it is hoped to overcome and mould into a legalised and safe environment.

The platform will also cut infrastructure costs which totaled up to a staggering £60m last year.

CTO Martin Davies said to the press: “Fundamentally, when you’ve got any industry that’s working the way we work on the internet, understanding the technology is the key thing to knowing how you’re going to move things forward strategically. The difference is, in many industries IT is very much seen as a service, whereas in our industry – certainly in bet365 – IT is a key business driver, and that’s not true in many other places. That’s also one of the reasons why it’s so much fun to work somewhere like this.”

He told silicon.com: “All of the talk is servers are just going to get more and more cores and there’s even talk about going up to thousands and thousands of cores at some point in individual machines,” he says.

“Yet software has not kept pace - which means systems that have not been designed with multicores in mind end up spending more and more time doing operations sequentially, rather than concurrently which would make effective use of all the multicores.

Davies says the company is looking to “rearchitect our key systems to try to take advantage of the new, more powerful machines with these huge amounts of CPUs” as well as “enable our systems to become more distributed so that we can spread load across many more systems and take advantage of the cloud systems we’ve already got in”.

The new research and development team have the challenge of developing the next-generation platform ahead of them.

It’s hoped that the new platform will meet the demands of online gaming; a sector in the gaming world which is ex-

panding across the globe.

Betgenius Limited appoints new chairman Daniel Burns adds a new dimension to Betgenius

A NEW Chairman has been appointed as Betgenius Limited.

Daniel Burns joins the leading innovator and provider of datadriven software solutions to the world of sports betting and lottery industries. He brings to the table 11 years of experience and investment within the gaming industry, including high profile mergers and acquisitions.

He graduated from Cambridge University in 1992 before becoming a solicitor at Macfarlanes. The appointment of Mr Burns to the Board of Betgenius Limited represents a further strengthening of the management team as the company continues with its progress and expansion.

Mark Locke, CEO of Betgenius Limited, commented: “We are delighted to welcome Daniel to the Board where his extensive knowledge and experience in the industry can further add to our onward corporate development. Daniel’s experience in technology, media and betting industries will add a new dimension and outlook to our company as we continue to grow. ” Daniel Burns, Chairman of Betgenius Limited, added: “I am thrilled to become the Chairman of Betgenius Limited, which is a company with not only excellent products and infrastructure but also an excellent reputation within the industry. I look forward to helping a company with so much potential develop further.”

Cheaters caught out An extra pair of eyes

CHEATING at any of the glam Grosvenor Casino’s roulette tables will soon be detected, so no funny business! New software is currently being assessed that can spot cheating and alert a croupier instantly. It’s hoped that this new method will deter cheaters, those who still want to cheat will face an embarrassing encounter of being caught out.

“When you have 10 people around a table all trying to place bets as late as possible it can be difficult to see these things,” says Sean Cunningham, director of security for Rank Group, which owns Grosvenor Casinos. The software is currently only designed to work on roulette tables. If trials are successful, the scheme could stretch out over to blackjack and baccarat, says Boghossian. A final decision will be made in the January.

CCTV cameras have always been one method of deterring cheats. However, the latest automated system has the ability to spot cheats and is like giving the croupier an extra pair of eyes, according to James Ferryman who researches automated surveillance systems at the University of Reading UK. So how do players cheat?

Some people cheat at roulette by placing their chips on the table after the croupier has already called “last bets”. Doing so gives a player a real advantage, because as the ball slows it becomes easier to predict which quarter of the wheel it will land in, says Boghos Boghossian, head of technology at London-based Ipsotek, which has come up with the system.

Cheats will often work in pairs, with one trying to distract the croupier while the other places bets.

It can also pick out another form of cheating called “top-hatting.” This hinges on each player using specific-colour chips.

This is when a cheat places a bet after the ball has landed, but the stack they place includes different coloured chips, borrowed from an accomplice, at its base.

The software will be able to spot a hand entering the betting area of the table, as the croupier may not always be able to spot which player has swiftly and slyly placed a late bet. It will be installed on existing CCTV cameras once it’s ready to go and will have the sophisticated ability to analyse the video feed to monitor the speed of the ball and pin down when last bets are called. Croupiers may not always be on the ball, so this new all seeing device should hopefully stamp out casino cheaters.

Bwin.Party announced their Q3 Results Solid trading remains in-line with expectations

Bwin.party digital entertainment plc announced their Q3 •Total pro forma revenue1 up 3% to €201.1m (2010: €194.7m); average daily revenue up 8% versus the previous quarter Results in November and the highlights are below: Commenting on today’s announcements, Jim Ryan and Norbert Teufelberger, CoCEOs said: “Trading remained solid in the third quarter thanks to the launch of new games in Italy on 18 July 2011 as well as the interim closure of Full Tilt Poker, both of which have been positive for poker and casino revenues in the period. During the first few weeks of the fourth quarter, average daily revenues have remained robust and in-line with our expectations.

“The regulatory landscape continues to evolve and we are ontrack to launch new regional labels in both Spain and Denmark on 1 January 2012. In Germany, we welcome the revised proposal from the Minister Presidents that seeks to open the online sports betting market. Although the proposal falls short of the requirements prescribed by the European Court of Justice, we remain optimistic that changes can and will be made so that the regime becomes fully compliant and will foster a vibrant regulated market. In the meantime we are preparing to secure a license in SchleswigHolstein, the most northern state in Germany that has already enacted legislation that has been cleared by the European Commission.

“In the United States, momentum continues to build at both a federal and state level and as a result we recently announced our US strategy with MGM and Boyd, two of the pillars of the US land-based gaming industry and are preparing to enter into a preliminary suitability review with the Nevada Gaming Control Board.

“While the effects of regulatory changes are difficult to predict, we remain on-track to deliver our merger synergies as previously communicated, our planned sale of Ongame is ontrack, we have a healthy balance sheet and remain confident about the Group’s full year prospects.”

•Solid third quarter performance driven by strong growth in casino, new games in Italy and improved competitive position in dotcom poker

•Current trading remains robust, up 9% versus Q3 and in-line with management’s expectations •Ongame sale expected to complete by the end of the year •Merger synergies remain on course – €40m in 2012 and €65m in 2013 •Preparation for entry into Denmark and Spain on-track •US strategy in place with MGM and Boyd Total pro forma net revenue was up 3% year-on-year and up 9% quarter-on-quarter with a particularly strong performance in casino & games and a much improved poker result, partially offset by a softer performance in bingo.

Sports revenues were up strongly on the previous quarter but down year-on-year as 2010 benefited from the final phase of the FIFA World Cup tournament.

Other revenue increased by 4% year-on-year and by 13% quarter-on-quarter reflecting a strong performance from World Poker Tour.

Total average net daily revenue including other revenue increased by 3% year-on-year and by 8% quarter-on-quarter to €2,185,900 (2010: €2,116,300).

Across all product verticals, the Group added 430,400 new sign-ups during the quarter which while down on the prior year, was 6% up on the previous quarter (Q2 11: 405,700) reflecting the launch of new products in Italy.

The number of daily average players was down 1% versus the previous quarter but down 4% year-on-year driven by the competitive challenges in poker that had impacted previous quarters as well as the absence of the FIFA World Cup.

In sports betting, net gaming revenue was up 11% versus the previous quarter at €60.2m although this was lower than that achieved in the prior year (2010: €64.8m).

The amount wagered, at €903.5m (2010: €911.5m), was flat versus the previous quarter but down 1% versus the prior year which benefitted from the FIFA World Cup. During the period we extended our live betting offer and also launched a series of leaderboard promotions in September, enabling customers to win bonus rewards on the basis of their betting success.

While overall player activity in the form of active player days was flat year-on-year we saw the benefit of the start of the football season with an increase of 7% quarter-on-quarter.

Player yields increased by 5% quarter-on-quarter with a return to a more normalised gross win margin of 7.6%, although this was still lower than the 8.1% achieved the previous year.

As a result, average daily revenue in sports betting was down 7% year-on-year but up 10% quarter-on-quarter at €654,300 (2010:€704,300).

Casino & other games delivered another outstanding performance in the period with net revenue up 15% versus the previous quarter and 25% year-on-year to €68.6m (2010: €54.9m).

The total amount wagered increased by 4% quarter-on-quarter and 6% year-on-year to €1,959.6m (2010: €1,841.8m).

Our focus on innovation continued during the period with the launch of seven new games including the Jailbreak Raffle jackpot slot, a completely new type of jackpot game that is proving popular with our casino players.

Casino player numbers increased by 14% year-on-year reflecting the continued improvement in the number and quality of games as well as the launch of casino games in Italy that took place on 18 July 2011. Average yield per active player day increased by 10% to €27.4 (2010: €25.0) reflecting an increase in hold to 4.1% (2010: 3.6%) and the improved mix of games and lower player bonuses. As a result average daily revenue was up 25% to €745,700 (2010: €596,700), a 14% increase over the previous quarter.

In poker, the shift in the competitive environment and the launch of new products in Italy has delivered a marked improvement in the recent trend. Other developments in the period included the launch of no-fee multi-table tournaments during the month of July and the launch of a new client for Apple Mac users in September. Net revenue increased by 3% quarter-on-quarter to €52.3m which was broadly flat versus the previous year (2010: €52.5m).

While active player days fell by 10% year-on-year to 8.5m (2010: 9.4m) reflecting the challenging competitive conditions in global dotcom poker, the seasonal decline in player activity was partly mitigated by a strong performance in Italy and the interim closure of Full Tilt on 29 June.

As a result of these two factors, yield per active player day increased by 9% quarter-on-quarter and by 11% year-on-year to €6.2 (2010: €5.6). Our position in both Italy and France remains strong with an estimated combined market share of over 15% in both markets. Taken together, the net impact of these movements was that average daily poker revenue increased by 2% versus the previous quarter to €568,500 which was marginally below that achieved in the same period in 2010 (2010: €570,700).

The third quarter followed the normal seasonal pattern in bingo with total revenue down 1% versus the previous quarter to €14.6m. New player sign-ups were down significantly yearon-year reflecting an increasingly competitive market in the UK and a loss of market share in Italy that took place earlier in the year. As a result, total third quarter revenue was down 16%.

With our planned launch into Spain at the beginning of 2012 we expect to return bingo to growth and are excited about expanding into this large and soon-to-be regulated market.

Other revenue totalled €5.4m in the period, an increase of 13% versus the previous quarter and up 4% on the prior year (2010: €5.2m) driven by a strong performance from the World Poker Tour.

Genting president on a mission Turning the tables on gaming in Florida?

MIAMI could soon be welcoming a “destination resort” featuring one the world’s biggest casinos. Colin Au, the president of Genting America’s arrived in Tallahassee recently in a bid to push forward this spectacular vision. He was on a mission to meet every one of the state’s 180 legislators to share the notion that gaming could bring in thousands of jobs, surely a positive aspect in light of the dismal economy?

The latest update on that is pointing towards a court challenge if the casino bill isn’t redrafted or defeated, according to gaming observers. “My reading of the bill is that it will not stand a constitutional challenge,” said William Thompson, an industry analyst at the University of Nevada, Las Vegas. “It is unconstitutional to charge one casino 10 percent and another 35 percent for the same kind of gaming.”

The Genting Group, the Malaysia-based gaming company that has purchased the Miami Herald’s Biscayne Boulevard complex as the site of its planned Resorts World Miami casino, says a 10 percent tax rate will pay big dividends for Florida.

“Resorts World Miami is encouraged to see a 10 percent tax rate being included as we feel it is very important that Florida’s destination resorts have a tax rate that is competitive with other U.S. destinations of its kind, as well as the Indian casino operations that will not have to pay taxes if destination resort legislation passes,” said Jessica Hoppe, general counsel and vice president of government affairs for the group.

“A fair tax rate will enable licensees to increase investment that creates more jobs in Florida, which maximizes the economic impact,” Hoppe said.

Au, the top U.S executive for Genting said, “I’m stationed here,” and saw this through as he explored how and why achieving a legislative vote on a bill to bring casinos to MianaDade is integral. A bill is expected to be filed today by Miami Rep. The bill simply asks legislators to bring three Las Vegasstyle casinos to Florida.

It’s what legislators have been rejecting for decades and Au hopes to turn the tables on this fate.

The positive side of the appeal points towards the jobs-first strategy of Gov. Rick Scott and legislators. However, the dark side of gambling, like the impact of possible addictions and community congestion, still overshadows the overall decision.

It could be a long fight.

Au said to the press: “My message is very simple.” Florida faces “huge unemployment, budget deficits and gaming is already here.” Florida’s choice, he said, is to decide whether it wants to keep gaming the way it is “or transform it.” Backing up his vision, he showcased preliminary results of an economic impact study. The Genting consultants project annual casino tax revenue jumped from $400 million to $600 million with the creation of 100,000 permanent jobs.

Au, 62, shares the same casino hall of fame with casino developers such as Sheldon Adelson of the Las Vegas Sands and Steven Wynn of Wynn Resorts, who have transformed the traditional Las-Vegas style casinos into multipurpose entertainment ventures. These gaming establishments have, over the years, made their mark on high-end clients, conventions, businesses and families. Au is a Malaysian native and was educated at Harvard Business School and the University of Birmingham in the UK. He is established within the gaming world.

He compared Florida to Singapore, a city-state historically opposed to casinos until the powerful former prime minister, Lee Kuan Yew, determined in 2005 that the right “moment” had come to permit so-called “integrated resorts” to simulate the economy.

“The key thing for Florida is to decide what I call the ‘Lee Kuan Yew moment,’ ‘’ Au said.”It is transforming. We are not talking about hiring 500 jobs or 1,000 jobs. We are talking 100,000 jobs.”

He predicts that resort casinos “will put a whole bunch of hotels and restaurants out of business, and it won’t be limited to the local economy, ‘’ he said. He said the attempts to lure convention business to the mega-resorts will sap Orlando’s “bread-and-butter convention business” and then “take huge profits out of the community.”

Au knows what he is dealing with; he brought graphs, charts and numbers to every meeting so that he could help turn this legislation around and encourage them to take a chance on it.

If Miami can’t get nonstop flights from Asia, Genting is “prepared to bankroll and subsidize some of the flights,” he said.

“We will tell China Eastern, or Air China, that we will guarantee 50 percent of the seats,” he said.

What about the already existing businesses? Au has thought of this and said: “We have already talked to the Beach, and the greater Miami convention centre will market this thing.”

He also realises that the surrounding Miami businesses may feel threatened. Nick Iarossi, lobbyist for the Las Vegas Sands and Genting’s competitor in the resort casinos business, believes Au “is trying to backpedal some,’’ from the company’s claims that it will build 5,100 hotel rooms and 50 restaurants.

“They are realizing the local business owners in Miami are very nervous about the size of the Genting project and nervous about the competition,’’ he said.

Not everyone is welcoming to Au’s vision.

Miami businessman Norman Braman questioned Genting’s ties to the government of Malaysia, where the company has a gambling monopoly, telling a Miami television station: “Just Google ‘Malaysia’ and ‘anti-Semitism.’ I imagine that this company has a very close relationship with the government and that concerns me,” Braman said.

PokerStars attempts to chip into the Guinness World Records 10th Anniversary Celebration THE world’s largest poker tournament is being attempted on December 4 by PokerStars.com. It hopes to attract over 150,000 players to play online poker; the latest ambitious plan ties in well with commemorating the company’s 10th Anniversary Celebration.

The current Guinness World Record of 149,196 players was set in 2009 in another PokerStars tournament, which featured a $1 buy-in. It was won by online player ‘oskar69’ from Garbsen in Germany for $50,000. PokerStars is hoping to top this.

The latest World Record attempt will start at 12:30 ET on December 4, 2011 and will be a $1 No Limit Hold’em tourney with a guaranteed prize pool of $250,000. The first prize will be $50,000, an unusually high return for a $1 tournament.

“It’s exciting and unique to be part of a World Record,” said Team PokerStars Pro Bertrand ‘ElkY’ Grospellier, who already holds a personal Guinness World Record for Most Online Poker Tables Played in One Hour (62, with a profit of $23.60). “I’m looking forward to doing it again on December 4. It will be great to see so many players come together to make history once again at the world’s largest poker site.”

This World Record tournament attempt is the third promotion in PokerStars’ 10th Anniversary Celebration. Players can find more information about the PokerStars 10th Anniversary Celebration at http://www.PokerStars.com/ten.

New Jersey gives sports betting the Online gambling is the future thumbs up Who to invest in Maine voters on the other hand remained adamant NEW Jersey votes gave sports betting the thumbs up whilst the efforts to expand gambling in Maine stumbled. 73% of the voters in Maine rejected two ballot questions that would have led to an expansion of the number of licensed gambling halls from two to five.

One question asked Maine voters to approve creation of two “racinos,” or harness racing tracks with slot machines located about 250 miles apart in coastal Maine. It was rejected by 56 percent of the votes counted, according to unofficial results compiled by the Bangor Daily News.

Nearly 64 percent of Maine voters rejected a second question on allowing a casino with slot machines and table games such as craps and roulette in Lewiston, a former center of the textile industry and the state’s second-largest city.

On the brighter side, New Jersey voters were asked if they wanted to seek to overturn a federal law prohibiting sports betting. With votes in five of the state’s 21 counties tallied, some 90,000 voters approved the measure with about 55,000 opposed. If the referendum passes then it’s a step forward in making it legal to gamble on professional, college or amateur sports events.

Such betting is outlawed by federal law except in Nevada and Delaware. Approval would set the stage for New Jersey to file a lawsuit to overturn the federal ban within its borders as well.

Sports gaming generated $151 million in gross gaming revenue for Nevada in 2010, according to the American Gaming Association. (image courtesy of www.atsprofits.com)

ONLINE gambling around the world is looking promising, despite the shaky economy. Top London brokers, Panmure Gordon recently listed the top five UK online gambling companies which, in their opinion, are worth investing in. Despite some gambling companies underperforming this past year, it doesn’t necessarily mean that they will fade into the background. They are still worth investing in, according to the group, because their earnings are still growing.

The research was published by Panmure Gordon this weekend and stated: “We think most companies traded strongly over Q3 and valuations appear undemanding. However, with earnings difficult to forecast with high conviction as countries move to a regulated and taxed framework, the market is applying a significant discount to our estimate of fair value.”

With regards to industry consolidations and mergers, Panmure Gordon analysts believe that this is still a slightly problematic area as issues such as pricing, brand value and legal risks still have to be ironed out.

The egaming sector in particular looks promising; companies are employing different strategies to achieve the common goal of maximising revenues from regulated markets.

The report said that “regulation is accelerating, with 2012 likely to be a seminal year for the sector as Spain, Greece, Denmark, the Netherlands and Germany move to a regulated environment.”

Online Gambling Shares to Buy The list of top UK gambling groups worth investing in, as put out by Panmure Gordon includes: • Betfair • 888 Holdings • NetPlay TV • Sportingbet • Sportech • According to the brokers, Betfair was performing well, which indicates that investment is worthwhile. Especially as shares are inexpensive.

Investors may want to note the “significant headwinds” mentioned by Panmure Gordon, due to regulatory uncertainty and management changes.

The report also suggests that investors in 888 Holdings could expect “significant near term gains” due to the group’s inexpensive share prices. NetPlay TV posted strong financial figures this year and has been successful in moving away from problem areas to refocus on its core casino product.

Now that Sportingbet has sold its Turkish interests, the brokers feel that the group is in better shape than it was before it was approached by Ladbrokes, which recently resulted in failed merger venture talks.

Finally, Sportech is seen as a group with solid potential, with a strong presence in the UK, the Netherlands and the US gaming markets.

Paddy Power waves goodbye to…

CIO Kevin O’Connor’s “fun” new venture and Chief Operating Officer Breon Corocran takes Yu’s reins PADDY Power CIO Kevin O’Connor has left the building…to join NYSE Technologies, the commercial technology division fo NYSE Euronext.

He has channelled all his wealthy knowledge and passion into Paddy Power over the last nine months. He ran between the Dublin and London headquarters. His primary focus was “all about high availability, a high degree of innovation, as well as huge focus on security and user experience.”

ComputerWeekly.com asked him what drew him towards his new role. The IT executive revealed that his new role is “a lot of fun.” Although he didn’t actually uncover what exactly he would be doing to have a “fun” time.

Poker freebie

Prior to joining Paddy Power, O’Connor held a number of senior IT roles at financial services firms such as MSCI Barra, Morgan Stanley and Deutsche Bank.

BLACKBERRY has offered its disgruntled customers free apps to apologise over the recent meltdown of its services. Research In Motion (RIM) are hoping this peace offering keeps their customers sweet and

In other Paddy Power news, the Chief Operating Officer for bookmaker Paddy Power looks set to leave his current post in order to take over the reins at London-based online casino and betting exchange operator Betfair.

Texas Hold’em

In the company’s own words, they describe the app as: “Whether you’re an accomplished poker player or not, Texas Hold’em Poker 2 is the ultimate poker game for you! Learn all the poker tricks thanks to a more comprehensive Training mode or challenge the advanced AI opponents in wild tournaments. Visit 8 great venues around the world like Dubai or Macau for classic Texas Hold’em or try Omaha mode for an even more comprehensive poker experience.”

Will you be downloading this freebie? Be quick, the free apps are available until December 31st 2011.

According to a report from The Irish Times newspaper, Breon Corcoran is set to be unveiled as the new Chief Executive Officer for Betfair later this week after a decade with Dublinbased Paddy Power. A board member at Paddy Power since 2004, Mullingar-born Corcoran will purportedly be replacing David Yu. He announced in June that he wanted to step down after ten years with the firm and six as its Chief Executive Officer.

Forty-year-old Corcoran joined Paddy Power in 2001 after working with JP Morgan and Bankers Trust in addition to a number of start-ups in order to head the company’s non-retail division and later spearheaded its transition into online betting in addition to being involved in its expansion in Australia.

A close associate of Patrick Kennedy, Chief Executive Officer for Paddy Power, he was appointed Chief Operating officer in August of last year.

Macau’s casino classroom Training in dealing smoothly and calculating chips

A MOCK casino, run by the Macau Polytechnic Institute, invites thousands of students year after year, training and preparing them for a career in the world’s biggest gaming city. In today’s dismal economic climate, employment for the graduate generation is running a little dry; apart from within the glitz and glamour Macau has to offer.

After they step out into the real world, eager students are almost certainly guaranteed a job within the gaming sector, with the law giving them priority to do so.

The casino-esque classroom is an extravagantly decorated and garnished room where gaming knowledge is dealt out like a pack of cards. This is where they come to learn how to deal smoothly, calculate chips in a split second, and deal with the bad losers; to pass exams in baccarat, blackjack and Texas hold-’em. The mock casino is laid out as an entire gaming floor, complete with cash office and multicoloured carpet, and students take turns to play the parts of gamblers and staff.

“We used to earn bad salaries -- now we earn more, and are no longer afraid of finding ourselves without a job,” says student Derek Kwok, 30, who is re-training as a dealer after working in hotels for 10 years.

It fits perfectly with the recent recorded growth from Macau, breaking a new record in October rising 42% on the year to 26.9 billion patacas. It has beaten August’s high of 24.8 billion patacas, according to recent government figures. It is the only place in China where gambling is legal, which means that it rivals revenues from Las Vegas. It also highlights an increase in students who flock to the gaming haven in a bid to secure their future and career prospects. Students now want to be part of the massive growth and gaming boom currently overshadowing Macau.

Kwok is one of over 6,600 students taking vocational courses in gaming at the polytechnic this year, another sign of the speed of expansion in an industry that currently employs about 43,000, or 13.5 percent of the workforce, and indirectly provides work to many more.

The students are learning to work as dealers, but the polytechnic also offers courses in cash management, slot machines and surveillance, while it has recently started offering a degree programme for those aiming for higher management.

Most of the courses are brief but still informative, and the salaries on graduation good: dealers start on over 10,000 patacas (US $1,280) per month, said trainer Lucy Ki. Unemployment for June to August this year in Macau was just 2.6 percent. But it’s not all money and glamour once a job is secured.

Those who already work in the industry, and are back at the polytechnic to further their skills, say there are more difficult lessons to be learned in the new Macau.

Yoki Leung, 28, is studying on the degree course and works as a dealer, but her real interests are more sedate. She hates working shifts in a 24-hour casino, and would prefer to work in government while studying cooking and flower arranging on the side. Leung says she wishes gaming licences had not been opened up.

“Everyone was happy in the past, when earning a monthly salary of 10,000 patacas was plenty. Now everyone agrees that the gambling jobs are the best in the city, and yet even with them, you can’t afford a flat,” she said.

Professor Zeng Zhonglu, who researches the economics of gambling at the institute, says workers in the industry can afford to be carefree for the next five to six years, as the eyepopping growth is set to continue. However, the prospects may not last.

“It is not possible for the industry to keep growing forever,” said Zeng. Alex Lo, 35, co-ordinates training on slot machines at the mock casino and is proud that this is the only such training course in Asia. But like many in the mock casino, he laughs when asked what he thinks of gamblers, and says: “They can’t control themselves.”

Aston Martin crowned the coolest One of the world’s best known luxury brands

Since it was established in 2001, the CoolBrands initiative has been canvassing the opinions of experts and consumers to identify the coolest brand in the UK, based on factors including style, innovation, authenticity, origiOnce again, Aston Martin has topped a poll which com- nality and desirability. prises an array of leading international contemporary design-driven brands, including Apple and Bang & Oluf- This year’s council of 36 influencers includes music artist sen, as well as other leading automotive brands. Aston Jessie J, DJ and Bestival founder Rob da Bank and actress Martin was also voted the top automotive brand sur- and fashion designer, Sadie Frost. After 10,000 brands passing a host of other luxury and specialist manufactur- are initially identified, a shortlist of 1,500 brands is established and the panel and consumers then vote to proers to complete a double success. duce a top 500 of the most highly rated brands.

Aston Martin has been awarded the prize of the UK’s coolest brand, winning this prestigious accolade for an unprecedented fifth time in six years.

Stephen Cheliotis, Chief Executive, The Centre for Brand Analysis and Chairman of the CoolBrands Council commented: “Smooth, sexy and sophisticated; British built, high quality and hand finished, let’s be honest, young or old, male or female, opinion former or British public, who wouldn’t aspire to own what is truly the coolest car on the road. Number one in five of the last six years, this British icon is truly the coolest of the cool.”

The past decade has seen Aston Martin transformed from a small-scale manufacturer of specialist sports cars to one of the world’s best-known luxury brands, boasting its strongest ever line-up. From the breathtaking One-77 supercar and the elegant yet brutal V12 Zagato to the Tailor-Fit luxury city car, the Cygnet, from the powerful Vantage range and new Virage to the exquisite DB9, DBS and Rapide, every Aston Martin expresses the core values of Power, Beauty and Soul. The Aston Martin range was expanded further at this year’s Frankfurt Motor Show, where the company unveiled the striking new DBS Carbon Series.

Aston Martin is globally represented with a network of 136 dealers in 42 countries, most recently opening new dealerships in Istanbul, Turkey, Las Vegas, USA and Mumbai, India. The company also has ambitious growth plans for up to four new dealer sites in China over the next 12 months, doubling the existing network.

Aston Martin remains at the forefront of contemporary manufacturing, a cultural force that embodies design and engineering excellence, and a brand with a truly special heritage. Renowned around the world, Aston Martin enters the next decade with the promise of radical innovation and change, without losing the core qualities that make this strong, independent British brand so widely revered.

BMW i “BMW i offers visionary cars and services, inspiring design.”

THE new BMW sub-brand focused on developing sustainable mobility solutions has been launched. “BMW i represents a new movement in premium mobility. With the introduction of this new sub-brand, the BMW Group reaffirms its leadership as the most innovative and sustainable premium car company. The products and services have been conceived around a revolutionary approach: purpose designed and purpose built for sustainable, premium mobility.

It’s a new day in our industry; a new era for individual mobility. This is BMW i – Born Electric.” said Ian Robertson, member of the Board of Management of BMW AG responsible for Sales and Marketing.

In a first move, two models will be launched under the new sub-brand from 2013 – the BMW i3 and BMW i8.

The BMW Group will also significantly expand its range of mobility services over the years ahead. To achieve this, a Venture Capital company was founded in New York City, BMW i Ventures, with an investment totalling up to 100 million US dollars.

“BMW i offers visionary cars and services, inspiring design, and an entirely new concept of premium mobility – all with a focus on sustainability”, explained Robertson. The BMW i brand comprises vehicles and services developed since 2007 as part of project i, a BMW Group think tank exploring sustainable mobility solutions. It is the BMW Group’s response to changing customer needs, including increasing demand for alternative drive trains, such as electric drive systems and hybrids. There is a widespread desire in megacities for solutions which intelligently combine the benefits of various mobility concepts in a single package

Rolls-Royce debut The South American market welcomes the luxurious brand

Rolls-Royce Motor Cars has announced that it will enter the The news comes at an exciting time for Rolls-Royce, with sales South American market for the first time in the company’s history. Rolls-Royce is working with future dealers in Brazil and Chile and the company’s CEO, Torsten Müller-Ötvös, is currently visiting the region to meet these future dealers as well as customers, prospects and members of the media.

Torsten Müller-Ötvös, speaking in São Paulo, said, “I am delighted to announce our plans for entry into the South American market. Brazil and Chile have seen impressive economic growth, with an increasing demand from discerning customers for pinnacle luxury products. Rolls-Royce is growing very successfully in a number of fast-growing emerging markets and it is therefore appropriate that we have a strong presence in Brazil and Chile.”

The Via Italia Group, headed by Francisco Longo, is Rolls-Royce Motor Cars’ appointed future dealer in Brazil. Williamson Balfour Motors, a member of the Inchcape Group and headed by Peter Aberle, is Rolls-Royce Motor Cars’ future dealer in Chile.

Both are working towards full dealership openings in March 2012.

maintaining strong momentum worldwide. Between January and September, sales increased by 41% on the same period last year. There has been strong demand for both Phantom and Ghost models, with double-digit growth in all regions in the first nine months of the year. Ghost continues to grow the segment and is the market leader, with around 80 per cent of Ghost customers new to Rolls-Royce. The company has a strong order bank stretching well into 2012 and Bespoke content levels are at an all-time high.

Rolls-Royce also recently announced that the manufacturing plant and head office at Goodwood in West Sussex is to expand in the months ahead to meet increasing global demand and increased customer interest in Bespoke Ghost and Phantom models. Total investment in the project will be about £10 million.

Chinese Tweets “Love.”

CO-FOUNDER of Twitter, Jack Dorsey said he would “love” to have a presence in China. Speaking at the All Things Digital AsiaD technology conference in Hong Kong, he revealed the biggest obstacle to this digital dream: “The important fact is that we are just not allowed to compete in this market.”

Chinese censors have blocked overseas social networking sites such as Twitter and Facebook. However, homegrown micro-blogging sites such as Weibo, run by Sina, are acceptable.

Dorsey added: “Look at Weibo, what is happening, certainly the way that people are using it is amazing and we see more and more activities.

“They can compete in our markets and we’d love to be in there, but right now that’s just not possible.”

He added: “We would love to have a strong Twitter in China but we need to be able to do that.”

With China holding the world’s largest online population of 500 million + users, it’s no wonder Dorsey is keen to tweet into this market. Official data has recently revealed that Weibo users have more than tripled this year, hitting 195 million at the end of June.

On the back of this, Tech2.in.com also recently reported Twitter launching a Chinese language function, so users can tweet and read tweets in the language. Hindi is also being incorporated into the micro-blogging site. Will this capture the minds and tweets of Chinese users and indeed tweet its way into the good books of the Chinese Government?

Creepy Facebook “There’s good creepy and there’s bad creepy.”

PERSONAL details about ourselves are splashed all over the social networking site, Facebook. At the Web 2.0 Summit in San Francisco, Sean Parker said: “There’s good creepy and there’s bad creepy. And today’s creepy is tomorrow’s necessity.” Speaking about Facebook’s position in today’s social networking virtual space, he labelled it as, “the company that some people are scared of or feel is a little creepy because it might know too much about you”.

Facebook holds more private information about 800 million people around the world than any government, or any other business, could ever dream of capturing. It reflects the normality of people who have accounts easily giving their personal details away without a second thought.

To make sense of this revelation, Web 2.0 organisers formulated an interactive map of the interent landscape in an effort to visualize the power each major player in the web economy.

Facebook is the biggest ‘country’ on the map, ahead of tech titans Google, Microsoft and Apple.

Moreover, John Battelle, the co-founder of the event, said Facebook deserved its position for forcing Google to create Google+.

“Google has pivoted its entire business to try and capture the social graph. Everyone at that company is focused on building a social presence to rival Facebook,” he told The Telegraph.

Facebook has been linked with chief executives of Microsoft, eBay, Salesforce and Foursquare, in terms of working alongside it and utilising it. It has rapidly earnt its crown of having a massive web presence, for endless reasons.

Silicon Valley may have stopped focused on privacy for the moment, but the issue in Europe rages on – as many queries about what Facebook is going to do with this huge repository of data remain unanswered. And even Parker, Facebook’s biggest fan, has now said Facebook users need more control of their own data in order to stay interested in the site.

Facebook and Google to get tangled up?

Is the web ready for a union of the two giants?

FACEBOOK and Google would not make good business sense, according to Ethan Beard, the social network’s director.

Speaking at the F8 conference in London, he told the Telegraph that the search engine should “go social” but backed away from it joining forces with rival Google.

“Destroy.”

Steve Jobs vowed to fight until his last dying breath ANGER towards Android was what kept the Apple cofounders fight burning. “I will spend my last dying breath if I need to, and I will spend every penny of Apple’s $40 billion in the bank, to right this wrong.”

His official biography, by Walter Isaacson, is published next week in the USA. He also told Isaacson, “I’m going to destroy Android, because it’s a stolen product. I’m willing to go thermonuclear war on this.”

Apple and Google have been tied up in a legal battle for over a year. The alleged patent battle is directed at Google’s manufacturing partners, like Samsung. Apple has allegedly claimed that Samsung’s smartphones and tablets are “slavish” copies of the iPhone and iPad. Hostilities stem back to 2007 when the iPhone was unveiled to the world. In November, Google then announced Android, a rival to iOS. According to Isaacson, the HTC particularly made Jobs’ blood boil. He claimed it was made of iPhone-esque features like the touch screen.

Mr. Jobs and Mr. Schmidt were pictured at a coffee meeting in Palo Alto In March 2010. In an alleged conversation about Apple’s patent infringement claims against the HTC handset, Mr. Jobs reportedly told Mr. Schmidt: “I don’t want your money. If you offer me $5 billion, I won’t want it. I’ve got plenty of money. I want you to stop using our ideas in Android, that’s all I want.”

Apple’s new chief executive Tim Cook has vowed to continue Jobs’ strategy.

Mark Zuckerberg also announced the ‘Timeline’ and a ‘new breed of social apps’ which could be highlighted by Spotify’s fusion with Facebook. He spoke about the site’s Platform, which allows other websites to intergrate Facebook apps or tools such as the Like button.

Beard thinks that Google should go social. This would allow people to get a true reflection of whatever they are looking for.

Using a personal example of his recent need to buy new luggage, Beard was quoted in The Telegraph: “Before the internet you would ask your friends for all your recommendations…then along came ecommerce and products like Amazon… which are great for buying or getting a product, but they don’t have any people on them so the discovery mechanism has now kind of been busted for a lot of things.

“We think that through social and bringing people back into these applications is going to change everything.

“Ecommerce is just one example – I got on the plane to fly to Europe and was sick of my luggage… and went into a search engine to look for a new bag. I tried everything and it just didn’t work. You can’t search for a piece of luggage just using search if you want the perfect one…I know I have a friend somewhere who does the same amount of travelling and knows the perfect bag for me… and that one recommendation is exactly the one that I want – but it doesn’t show up in search.”

Google’s director of Social Media was reported in The Telegraph to have dodged the question when asked whether Facebook would tie with providing social data to Google’s search engine, saying: “I think search will go social,,.but I don’t know if I am smart enough to answer that specific answer …friend referrals are a really powerful way to discover information and search is another way of discovering information and layering the two together seems like its going to be a significant improvement over keeping them apart.”

STEVE Jobs called Microsoft co-founder Bill Gates “unimaginative” and not really a product person, according to his biography.

“Bill is basically unimaginative and has never invented anything, which is why I think he’s more comfortable now in philanthropy than technology,” Jobs told author Walter Isaacson.

“He just shamelessly ripped off other people’s ideas.”

“He’d be a broader guy if he had dropped acid once or gone off to an ashram when he was younger,” Jobs added.

The 630-page biography “Steve Jobs” by Isaacson hit bookstores on Monday, but was released earlier-than-expected on Apple’s iBooks and Amazon.com’s Kindle late Sunday.

Jobs said: “BIll is basically unimaginative and has never invented anything, which is why I think he’s more comfortable now in philanthropy than technology.”

In another extract, Isaacson claims Jobs said that taking LSD “reinforced my sense of what was important: creating great things instead of making money, putting things back itno the stream of history and of human consciousness as much as I could.”

The book claims that Jobs died regretting that he had spent so long attempting to treat his cancer with alternative medicine before agreeing to undergo surgery.

The Apple chief executive delayed having operations and chemotherapy for nine months after the disease was discovered in October 2003 In spite of pleas from family and friends, he tried to cure himself through acupuncture sessions, drinking special fruit juices, visiting “spiritualists” and using other treatments he found on the internet.

Some cancer experts have said that Mr Jobs may have extended his life or even survived if he had promptly tackled his cancer aggressively with scientifically proven medical treatments.

“We talked about this a lot,” Isaacson told a television interview. “He wanted to talk about it, how he regretted it. I think he felt he should have been operated on sooner.”

Asked why “such a smart man could do such a stupid thing”, Isaacson said: “I think he felt: if you ignore something you don’t want to exist, you can have magical thinking. It had worked for him in the past. He would regret it.”

Mr Jobs’s wife, Laurene Powell, told the biographer: “The big thing was he really was not ready to open his body. It’s hard to push someone to do that.” She pleaded: “The body exists to serve the spirit”.

Isaacson states in the book that several other Jobs confidantes, including Mona Simpson, his sister, and Art Levinson, an Apple board member, pushed him to embrace conventional medicine. “I told him he was crazy,” said Andrew Grove, the former head of the computer chip company Intel.

Mobile phones don’t cause cancer Google makes Samsung’s mouth water Myth was all talk

Ice Cream Sandwich

ANDROID 4.0, deliciously named the Ice Cream Sandwich, is already making our mouths water. The next generation system was launched by Google; Samsung’s Galaxy Nexus will be the very first to use it. Who will be the first to taste it though?

The Ice Cream Sandwich (Android 4.0) name follows the tradition of being named after cakes, confectionary or frozen desserts. Its name isn’t the scrumptious feature; it oozes tasty new features, such as unlocking the phone with a smile, zapping photos to other phones by tapping them together, and updates across the board. Delicious!

The Samsung Galaxy Nexus is proud to brag that it’s the first phone which feature screen based navigation buttons, as opposed to physical in-built buttons. Even when the phone is locked, you can go straight to a particular app, or see your music playing.

Leigh Geary from the website Coolsmartphone.com said that Ice Cream Sandwich would be the first version to be optimised for different types of mobile devices.

“It’s interesting that Google have chosen to unify the OS across both smartphones and tablets.

“Previously the Honeycomb version of Android was purely for tablets and we assumed that two different flavours of the OS would continue,” said Mr Geary Similarities to the iPad and iPhone have been noticed with its ability to organise apps into folders. When you get bored of playing with a particular app, users can simply flick it off screen.

Cnet.co.uk reports that the phone can take screen-grabs by simply pressing the volume and power buttons. The browser, camera and Gmail have all been improved, and Google+ is now built-in. A spell-checker works across all apps. Google are also apparently looking at building up its voice control…will it be better than Siri? Near-field communication (NFC) has also been put to some use with the Android Beam feature, where you can wave you phone at a till in order to make a purchase.

Even if it’s to buy an ice-cream.

CANCER and mobile phones have not been linked, according to research published by the British Medical Journal. The study has been called the largest on the subject so far and states that cancer rates in the central system were nearly the same in both long-term mobile phone users and those who don’t use them.

Those who are above the age of thirty and were born in Denmark after 1925 were studied. Information was accumulated from the Danish phone network operators and the Danish Cancer Register.

The authors said: “The extended follow-up allowed us to investigate effects in people who had used mobile phones for 10 years or more, and this long-term use was not associated with higher risks of cancer.

“However, as a small to moderate increase in risk for subgroups of heavy users or after even longer induction periods than 10-15 years cannot be ruled out, further studies with large study populations, where the potential for misclassification of exposure and selection bias is minimised, are warranted.”

Earlier this year, the World Health Organisation said mobile phones were “possibly carcinogenic” to humans.

Nokia targets youth Think of the children!

TEENAGERS are Nokia’s next big target as it plans to capture

this younger audience by swamping social media and youthfocussed brands.

John Nichols, Nokia’s head of marketing for the UK and Ireland, says the shift in strategy will help it tap into the “next generation of mobile purchasers”.

Napster boys are back NAPSTER’S creators, Shawn Fanning and Sean Parker, are

looking to create a new startup called Airtime. Both have teamed up and raised a massive $8.3 million in investment to develop their idea. Investors include Founders Fund, Accel Partners, Andreessen Horowitz, Yuri Milner, Ron Conway, Marissa Mayer, Ashton Kutcher, will.i.am, Scott Braun, and TechCrunch founder Michael Arrington.

According to the site TechCrunch, Fanning will be CEO and Parker will be executive chairman. Inspired by Chatroulette, Airtime will be random, real-time and include a live video chat component. Fanning and Parker are still vague on specifics.

“We are trying to address the problem of what has happened the last 10 years of social media,” says Parker, who was also the founding President of Facebook. “Your social network has become more rigid and constraining.” Airtime, it seems, will be more about meeting new people. “Facebook is about identity, the people you already know,” says Parker. “It has little to do with people you don’t know.”

Both are still remaining tight-lipped over how you can exactly meet new people on the new proposed site. It is thought that interest will play a big part in pairing like-minded people up over the web via a webcam.

He adds: “This isn’t a standing start, we already have a huge youth market but for teenagers we need to ensure that we create the content and partnerships that matter.

As a teenager, the brands I loved had an opinion and told me whether to engage with them or not.

“The trick is to remember to not just wade in; otherwise our personality could look like the drunken uncle dancing at the wedding.”

X Factor boy band One Direction have already been scooped up as Nokia partnered up with them recently. The collaboration includes an exclusive phone personalised by the members of the group with added screensavers and ringtones.

Nichols thinks this collaboration builds a positive foundation in encouraging participation from its youth audience.

Social media will also be swamped by Nokia as part of its communication strategy.

The Finnish company has been criticised for not responding quickly enough to the impact of smartphones. The company reported an operating loss of £429m in the three months to 30 June as its net sales dropped 7% because of an over reliance on lower margin feature phones.

Full details of its new “rejuvenated brand and tone of voice” will be revealed at its Nokia World event in London on 26 October.

Round 1!

Parker vs. Zuckerberg NAPSTER

co-founder Napster has repeatedly denied a brawl with Facebook’s Zuckerberg.

The New York Post recently reported the alleged clash between the two technology billionaires; apparently it took place outside a Hollywood club and was over Facebook’s new partnership with Spotify.

Razr thin

Motorola’s edgy new creation

MOTOROLA has unveiled, what it calls, the world’s thinnest

smartphone. Measuring in at just 7.1mm, the new Droid Razr phone boasts an obese line-up of sophisticated and eye-opening features.

For starters, it has an 8-megapixel camera on the back capable of recording 1080p video. Inside the slimmed down phone, there is a dual-core 1.2GHz processor and 1GB of RAM. Cnet. co.uk reports that it’s theoretically faster than the iPhone 4S. Competition perhaps?

For those that love to talk, the Droid also has 12.5 hours of talk time, with 8.9 hours of video playback. It has WebTop, which means it’ll slide into the docks for the original Motorola Atrix.

Its durability is presented in a stainless steel core and a Kevlar back, with a splashguard screen. The screen is a 4.3-inch Super AMOLED Advanced qHD resolution (540x960 pixels) The Droid Razr will also work with Motorola’s Actv. This is an innovative device in which you strap to your wrist to monitor your fitness stats. You can also make a call from your watch, private detective style.

Pre-orders commence on the 27th October 2011 in the US for a November launch at $299. However, there is still no word on UK availability launch yet.

The Post’s anonymous source claimed: “Sean [Parker] and Mark [Zuckerberg] had done the big Spotify launch and headed to ‘The Beverly’ [a Hollywood bar] to party. They spent a lot of money on alcohol, and as the night went on they got into an intense discussion, which turned into a loud argument as they left.”

“Sean [Parker] argued that all Spotify users should not be forced to sign up for a Facebook account, but Mark [Zuckerberg] wouldn’t budge. It was a full on screaming match outside the club, but stopped short at coming to blows. They then stormed off in different directions.”

Parker brushed off the story at the Web 2.0 Summit in San Francisco. He blamed social networking for making it go viral.

Ironic.

“That story is amazing... I love this story because it shows the potential for one little minute irrelevant vastly incorrect rumour to spark this enormous explosion in press largely driven by social media,” he said. “I do end up generally being the victim of these platforms I had something to do with creating.

“It was wrong on so many accounts – we weren’t even at the place they claimed, they got the date wrong, they conflated many events into one event – the truth is Mark [Zuckerberg] and I are always discussing these things but we weren’t having a yelling match in the middle of Hollywood Boulevard.”

Parker is now a Spotify investor. On the Facebook and Spotify link, he said: “It gives Spotify access to Facebook’s roughly 800 million users and it enables music to go massively viral.” He said the Swedish music service is doing a good job finishing what he started with Napster…creating a frictionless social music sharing service.

One for the road?

Drink for four, detox for three

DRINKING guidelines in the past have concluded that it is safe to have a drink every day of the week, in moderation of course. However, the Royal College of Physicians (RCP) recently condemned this line of thinking. Instead, the RCP urges drinkers to curb their consumption to four days a week, leaving the remaining three days a time for detox.

Financial woes

According to health experts from the RCP, they believe that drinking seven days a week causes a “significant health risk” and increase the chances of developing liver disease, as well as many other health complications.

THE DISMAL economic environment we are wrapped up in is having an impact on our sleeping patterns. It’s been revealed that woman are more likely to lose sleep over financial woes than men, according to a study by Manilla.com.

“People should have two to three alcohol-free days every week to reduce the risks of long term damage from binge drinking, including liver disease,” says a spokesman for the RCP. “After a day of drinking there is a need for a time to recover and that is why we need rest days in between our alcohol consumption.”

The experts believe that young and elderly people are most vulnerable to the current drinking regulations.

The research was carried out by Catalyst Group, the findings show almost 1 in 3 women endure sleepless nights thanks to financial woes. When asked what keeps them up at night, the most common answer for men (35 percent) was “nothing.”

To-do lists and work stress followed as the next biggest sleep deprivation triggers for women at 18%.

“We recommend a safe limit of 0 to 21 units a week for men and 0 to 14 units a week for women, provided the total amount is not drunk in one or two bouts and that there are two or three alcohol-free days a week,” says professor Sir Ian Gilmore from the RCP. “At these levels, most individuals are unlikely to come to harm.”

The online study surveyed 1,000 men and women who earned average U.S. wages. The respondents surveyed skewed 71 percent female.

They also added that men should not drink more than three to four units per day and women should keep it to two or three units.

Losing sleep over the economy

“Financial problems impact nearly everyone’s health and happiness and many times women bear that brunt even more than men,” said Jessica Insalaco, chief marketing officer of Manilla. “Maintaining an organised financial life can mean less stress and more healthful choices. I don’t know any woman who couldn’t benefit from a few more z’s every night.”

“With 66 percent of women now serving as CFO of their household, according to Women & Co. research, it’s not surprising there is more to keep them up at night,” she added.