Posts tagged casino

Insurance is Gambling

I'm working in the insurance world now, and insurance isn't so different from gaming.

Both businesses rely on applied statistics. Formulas applied to real life, money goes back and forth, but the odds prefer the business.

Image credit - 365PSD
Image credit - 365PSD

Instead of dealers you have brokers ("loose") and agents ("tight"). They all have to be nice to you in order to earn a living. Though agents can walk away from "players" who are assholes.

Casinos do get the bonus of variance. The theoretical house edge could be 0.5% on a blackjack table, though that's based on 100 million trials and both sides having unlimited bankroll. The house has more money than you do. When you lose your $100, you'll probably leave. It's not like you're seriously getting $0.995 back on every $1 put forth. 20 hands may do you in.

They also have the luxury of a defined scope. What I mean by that is -- casino games are predictable. In life, which is what insurance quantifies and wagers on, things are wild. Technological advances change your house, car, and personal property. Medical advances change mortality rates and life expectancy. Pollution changes the weather and can make for more severe storms.

People have a love-hate relationship with both businesses. Sometimes the customer wins or their policy covers them for something dire. Other times the customer loses, or an insured hasn't had to used their policy in forever.

Partly because of that, and partly because of how much money they deal with, both donate a lot. Gambling gets taxed heavily so schools can benefit. Insurance companies tend to improve the communities they serve.

Gambling is hospitality and bringing formulas to fruition.

Insurance is hospitality and bringing formulas to fruition.

Comfort Manipulation in Online Gaming

I've never been to a casino where the slots or tables are sitting on a hard surface. You probably haven't either. The design of physical casinos is an art - at least more regarded as such than i-gaming development. Architects use the physical space to keep guests from getting lost, presidents of gaming carefully map slot layout to pull people where desired, and whoever does the floors manipulates comfort levels.
Little Creek Casino in Shelton, WA. (Image credit - Flickr)
Little Creek Casino in Shelton, WA. (Image credit - Flickr)

Comfort manipulation in physical gaming spaces

Let's focus on the floors. A brief lesson. Around the machines and the tables, there's plush commercial carpeting. It's easy on your feet and you feel comfortable. When you leave the gaming area, suddenly you're walking on marble tile or some other hard material. Your feet feel worse. You become uncomfortable. Subliminally, you associate being on the gaming floor with comfort.

Can this be brought online?

I don't know how much of an effect this whole charade has on revenue, and doubt anyone truly does. It'd be impossible to research in any meaningful way. With that said, I theorize it's possible to achieve the same effect with an online gaming experience. Changing the design of an online casino costs much less than changing a physical one.

Comfort polarity

So in a physical casino you have polar opposites of comfort. They're your tools of psychological manipulation and they're really simple.
  • Well-padded carpets = comfortable, as you're playing or at a restaurant.
  • Stiff marble = uncomfortable, as you're walking around or leaving.
Casino Comfort Polarity What can be the comfort poles with online gaming? Well, when players are actually in an active game, that's favorable and they're generating revenue. When they're looking through your game library or requesting a payout, maybe that's when marble floors are appropriate. With no way to psychologically affect guests through their feet, you could utilize the eyes. Mix the highly visual experience of i-gaming with color psychology. If you believe in that, there are a number of appropriate color associations. A pair that could work -
  • Green produces calm, a feeling of refreshment, is associated with wealth, and it's the easiest color on the eye.
  • Red causes people to react with speed and force, plus calls for action to be taken. It can be harsh on the eye.


It's impossible to measure how much of an effect playing with guest comfort levels has on physical casino revenue. Online nearly everything is possible to measure and experiment with. Can the carpeting / marble effect be reproduced in i-gaming? Theoretically, if color psychology is to be believed, playing with website colors could do it. Green is already on many virtual tables. Red in the game selection screens is just a CSS change away. Ultimately, this may all be a bunch of baloney. Or it may just not be this simple. Split-testing an array of different colors or "materials" in i-gaming design could ultimately lead to a revenue boost.
(Image credit - Gizmine)
(Image credit - Gizmine)

The Merits of TITO for Table Games

TITO (ticket-in, ticket-out system) isn't a new concept for the gaming industry. I can't recall any reference from Kilby's Casino Operations Management but the Gaming Auditorium mentioned TITO back in 2003. It's used overwhelmingly on "the machines" - slots, video poker and keno, ETGs. Major adoption on table games doesn't seem to have yet taken place. I think this move is inevitable for modern facilities to stay competitive. TITO for table games (ticket-in, ticket-out) leans a casino operation in the best possible way.
tito for table games
Image credit FutureLogic, Inc.

How does it work?

Devices to print and read tickets, plus read players' club cards, are outfitted to existing tables. FutureLogic is big into this but there are also some other options. And now through a simple touchscreen interface:
  • When players are leaving the table, the dealer prints them a ticket.
  • Surveillance can see everything that goes on with the ticket units - the UI was designed with this in mind.
  • Guests can buy into a table with either cash or a ticket.
  • To ultimately convert a ticket to cash, one would go to a cashout kiosk. Exactly like slot play.
That's the gist of it.


Reduced staffing costs

When you replace live table games with ETGs, you directly eliminate staff. Dealers and their floors, plus reduce the aggregate labor of surveillance, security, and all staff up the command chain in gaming. TITO on table games doesn't directly eliminate anyone but does impact the amount of labor employees need to perform. Ultimately this could reduce staffing costs:
  • Responsibilities at the cage decrease. In an environment where all machines are already on TITO, it's typical to have terminals (similar to ATMs) set up for cash payouts. Guests take their tickets to these machines, they're scanned in, cash is dispensed. The majority of table game players would now also be using these machines. Instead of taking cheques to the cage and going through that process of cashing out, it's now straightforward as putting a ticket into a machine. Cashier positions could be trimmed.
  • Responsibilities of security decrease. With less cheques actually leaving the table, frequency of fills decreases. This decrease could possibly be quite drastic. When a fill has to be performed, the table game comes to grinding halt. A security person has to stand there while the dealer breaks everything down, fills out the paperwork. A sharp decrease in the frequency of fills allows security to be better utilized elsewhere, at least.
    Image source -
    Image source -

Increased revenue per table

What's the holy metric of table game revenue? Hands per hour. Get more decisions through the table per hour, statistical magic occurs, and the house makes more money. TITO on table games allows for -
  • Less frequent fills and credits. As already mentioned, less cheques traveling to or from the tables means less fills and less credits. Possibly pushing both to near extinction. Right now, these procedures are always necessary on the busiest of tables - it's the nature of the transactions. They stop the game for precious minutes and make everyone unhappy. This is one scenario where operators can make the guest happier while also increasing revenue.
  • Color ups are drastically reduced. 9 times out of 10, a color up is performed because the guest is leaving the table. They need a convenient way to bring their money to the cage or a different game - one $500 cheque is easier to carry than 100 $5 cheques. Whenever a dealer colors up, they have to call the floor. Sometimes it's busy and this is a long and drawn-out process. Now when players are leaving, they get a ticket. Floor comes and approves it quickly. Everyone is on their way, the game's running again.
  • Speedier buy-in process. Whereas before every player buying in on a table would be doing so with cash, now a good deal might be doing it with tickets. This cuts out the breaking down of the bills for surveillance. It's also easier for floors to verify and approve a ticket than a bunch of cash laid out.

Better player tracking

Tracking money flow between tables becomes a whole lot easier. Say Jim buys in at Spanish 21 403 with $500. After 20 minutes he doesn't like the dealer, so he gets a ticket for $390 and goes to Spanish 21 404. Leaves that later with $250 and decides for some twisted reason to play Let It Ride. Etcetera etcetera. This moving around is all easily tracked. It could mean collecting some information on an unknown player, or automatically tracking someone enrolled in the loyalty club. What if a player's loyalty card info is automatically attributed to their ticket? When Jim jumps tables, the ticket scanner at each table knows it's him. His rewards card was attributed to these tickets and he gets migrated right over in Synkros. TITO on every game encourages it player tracking to a new extent.

Improved inventory control

In a product business the ultimate inventory is minimal inventory - eliminating as much as possible between the manufacturer and end user. To a certain extent, table games can come across like a product-based business. The product is cheques. The back-and-forth flow between tables and the cage is a non-value-added activity paid for in operational resources. With TITO on tables, that flow becomes close to non-existent. Tickets leave the tables instead of cheques. Stockpiling inventory can also provide a buffer for operational issues, making them more difficult to detect. At the tables, a strictly controlled inventory allows for discrepancy to be spotted faster.
  • Minimize resource requirements, lower costs
  • Reduced chips at the tables
  • Cheque inventory now mostly constrained to the tables

Possibilities for crossover play

Crossover play becomes simplified and more natural with TITO on all casino games. Currently, if a guest has been playing video keno and now wants to play craps, they have to take their ticket to a cashout kiosk or the cage, exchange it back to cash, then buy-in on the table. With a common medium, everything's streamlined and I'd imagine this encourages cross-over play. A gaming spree can now involve a single buy-in event instead of two or more.
Slots TITO
Image source -


  • Technically Synkros can print tickets from the tables now. However that's not set up to handle the transaction volume a full TITO for table games conversion would bring. Plus I doubt many properties have printing equipment hooked up to their Synkros terminals.
  • Table hold will be affected, obviously. This isn't a bad thing but would need to be accounted for.
  • While training staff to use the systems is easy due to simple UI, it may take some getting used to on the part of guests. I could see some senior regulars becoming distraught.
  • It's potentially easier to misplace a ticket than cash or cheques.
Unhappy casino guest
What makes guests unhappier - getting used to new TITO or long fills and lines for the cage? (Image source - Casino Top 10)
Ultimately I adore this concept. The sooner a property makes these upgrades, the sooner they can reap the benefits.

A Real Day Spent at Bitcoin Online Casinos

This is a response to Shahar Attias' post A Day Spent at Bitcoin Online Casinos (PDF archive here). His article first came to my attention when he posted it in an i-gaming LinkedIn group. All quotes here are from that piece unless otherwise noted.
Shahar Attias What the Hell is Bitcoin
Is this piece truly "unbiased"?
While Shahar is noticeably against Bitcoin gaming, my viewpoint happens to be the opposite. I plan to use it as the primary financial vehicle for my own enterprise, and have a sizable amount of it as a result. Regardless of that I think it has brought a lot of innovation to online gambling. The cryptocurrency gaming wave at least deserves more credit than it was given here.
What the hell is Bitcoin? If you are looking for a full scale, well-articulated and in-depth explanation, you came to the right place.
Let me get some blatant errors in Shahar's work out of the way. It is possible that these errors were jokes, as most of the article is spent making jokes.
Currently, a single BTC costs well over $1,000 and, therefore, most of the transactions are by the fractions of a BTC (i.e. $100 is equal to ~0.3BTC).
When I read that, I immediately scrolled up to the publishing date of the article. October 9, 2014...! I had bought Bitcoin at $280/unit around the beginning of October, and the average cost per coin in my total stake is $375. You can understand my excitement at the price being "well over $1,000" - it's happened before. I hadn't checked the price in a while. How difficult is it to retrieve an accurate Bitcoin price? Let me Google that for you.
Google Bitcoin Price
Around 10:30 PM Eastern on October 14, 2014
On October 9, 2014 when Shahar published his article, the Coinbase chart shows a price of $360.44.
So, how do you buy a BTC? There is a (very) long answer, and a short one. Knowing you, I’ll give you the simpler one: Well, you can’t. Seriously, if you have never done it before and want some BTC right now, you can’t do it. BTC can only be purchased using wire transfers (and these take a few days) or cash in hand (yeah, right).
You can instantly buy Bitcoin on Coinbase with your Visa credit card. This is what I do more often than not. You can also do a direct bank transaction or debit with Coinbase that will, admittedly, take a few days. He's right. Though the price per coin is locked in when you make the order. Beyond that, the Bitcoin wiki has a whole page on buying with your credit card. You can do it with CoinMama or Bitcoin Insanity. And cash in hand isn't as ludicrous as Shahar would lead you to believe. My first ever purchase was back in early 2013, arranged via LocalBitcoins. The web service acts as escrow for the transaction.
... it’s soooo damn complicated to purchase these elusive Bitcoins ...
Without a doubt. So then Shahar goes on to review bit777, CloudBet, Dreamland Casino, BitcoinBet, Birwo, 88BitcoinRoulette, and clumps together SatoshiBet, SatoshiDice, and SatoshiSlot before also grouping CoinRoyale and Bitzino. With that much reviewing, it's not hard to pinpoint some personal tastes. What does Shahar like? Platforms that everyone else uses.
Platform is UltraPlay, so you can expect the regular 70+ titles, plus very polished table games. Me like! Seems like proprietary software, yet integrated with the excellent games of BetSoft ...
Promotional emails that arrive immediately after signup.
Promotions: Errr, none? At least I haven’t seen any, and got no instant email upon registration with their welcome offer.
Lots of games, the more the better.
Although developed in-house, they still have managed to have 4 slot machines (wow!), 4 arcade games (wait, we have had 4 already, no?) and 3 table games + 1 video poker (3+1 = you got it, 4!!).
Lots of bonuses, the more the better.
Finally! 100% bonus on your first deposit, plus a 30% on-going bonus on every follow-up transaction. Not too bad, my friends, not too bad at all.
What doesn't Shahar like? It seems like (1) Bitcoin and (2) innovation. Here's what he wrote after addressing all of the websites with the Satoshi- prefix, emphasis mine:
Not even sure it’s the same group that owns all these brands, but they’re all named after the guy who invented Bitcoins. Much like the true identity of this honored “genius” – who knows? Or more importantly – who cares?
Overall he discounts a lot of the unique features of Bitcoin casinos. In my opinion, it's inventiveness that should excite any i-gaming professional.
SatoshiBet Features
Convenience features - SatoshiBet
Bet on practically anything - BitBet
Bet on practically anything - BitBet
Unscramble pictures to win - Apophenia
Unscramble pictures to win - Apophenia
Multiplayer skill-based board game - Blockchain-reaction
Multiplayer skill-based board game - Blockchain-reaction
Casino MMORPG - Dragon's Tale
Casino MMORPG - Dragon's Tale
Betting on Starcraft - Backcoin (now defunct)
Betting on Starcraft - Backcoin (now defunct)
Strong UI - PrimeDice
Strong UI - PrimeDice
Thematically appealing to gamblers' superstitious nature - SatoshiDice
Plinko-style casino game - Lucky Bit
Plinko-style casino game - Lucky Bit
Casino minesweeper - SatoshiBet
Casino minesweeper - SatoshiBet
Who cares about any of that, how many slots do they have? Does the casino look like 95% of licensed online casinos? Do they immediately send a welcome bonus email? These are the important points to ponder. These are the surefire path to casino success. My verdict? OM(F)G. They [the games] are so ugly. The only way I could make myself actually look at one of them is after looking at the other one first, and judging it to be the worst looking brand ever – and vice versa. Are they making any money for their operators?
According to this Forbes article, in 2012 Bitzino profited ฿ 10,137.
Google Bitcoin Price Again
Around 11:30 PM Eastern on October 14, 2014
Not making any money there. Never mind that they ushered in the dawn of provably fair gaming. Ugly games! OMFG! So ugly! LOL! Bitzino is about efficiency and their game design reflects that. The design accentuates the game. Not the real life setup or any other visual distraction. Randy Gingeleski Bitzino Roulette   In the physical world, we have a roulette wheel because that's what allows for the game to exist. Wheel or no wheel, the odds are the same. The bets are the same. This is functional design.
[continuing on from his query about making money] No idea, but if so, my wife would really like to find their players and shake their hands, as she could finally speak with people who have lower standards than her.
While Shahar Attias and I may have to agree to disagree on most of the article, there is one thing upon which we can find common ground.
Image source iGaming CRM (Shehar Attias)
Image source iGaming CRM (Shahar Attias)

Transcript of Sheldon Adelson on ABC’s Nightline

My Steve Wynn interview transcript has been getting decent traffic, and therefore I've been looking to do another transcript. Sheldon Adelson is someone I consider to be quite a character in the gaming industry. Certainly a bit different than Wynn. There aren't a lot of good interviews with him out there. If you want to watch a sub-par interview, go with this one because you get Betty Liu. Personally I have a weakness for Asian news reporters. ABC's Nightline has a slightly better release. It's not getting into the nitty-gritty of business or gaming but gives a brief look into Adelson's mindset. Here it is. (I don't own the rights to any of this content. All rights reserved, subject to the original owners. Believe this was televised originally in 2010.) Cynthia McFadden: Well lots of people took financial hits in the 2008 economic crisis but almost no one got nailed like Sheldon Adelson. The value of Adelson's Las Vegas Sands Corporation plummeted more than 90 percent in just 1 year. What Adelson did next, forge ahead with an enormous Singapore project that just turned an enormous profit, is one reason he's back on top. Here's our Nightline exclusive. [Stock footage of typical Vegas antics. Subtitle - "The House Always Wins"] McFadden: Las Vegas - a place where many bet high, but few come out on top. And then there's this guy, who proved that old Vegas saying - the house always wins. [Footage of Adelson talking to a bell boy. Cuts to footage of McFadden sitting down with Adelson.] McFadden: You like things big Adelson: Yeah, it matches my belt size. McFadden: And your checkbook. Adelson: And my checkbook. A friend of mine says 'you're the tallest guy in the world.' I say well how do you figure that? He says 'when you stand on your wallet.' McFadden: You're very tall. [Cut to stock footage and narration] McFadden: Very tall. Before the economy fell apart 2 years ago, Sheldon Adelson's company the Las Vegas Sands Corporation was making an estimated $20 million a day from his hotel-casinos in Las Vegas and Macau. His properties are huge - in Vegas the Venetian and Palazzo complex boast the title of the largest hotel in the world. 18.5 million square feet, 3 times the size of the Pentagon. In Macau he says he spent $2.4 billion on this edifice to excess. [Footage of the Venetian Macau] His reputation is for being very tough. [Cut back to the sit-down interview] McFadden: People are afraid of you. You're a pretty fierce character out in the business world, don't you think? Adelson: Well in my mind, here's a kid that comes from the slums. Me. I came from a very poor family. Four children and my parents, there was one bed in the room. The bedroom was about this big. [Motions around] And my parents were poor. When they died in '85, 11 days apart, they didn't have as much as $100 in the bank that they'd saved on their own. Their whole life they gave everything to their children. So I'm talking, not from a white-shoe background or a privileged background, I'm talking from somebody who wore his skin down on his fingers trying to climb the ladder of success. [Cut to stock footage and narration] McFadden: By 2007 he seemed to be minting money. One of the richest men in the world, number 3 on the Forbes list of richest Americans with an estimated net worth of $40 billion. Just behind Bill Gates and Warren Buffett. [Cut to sit-down] McFadden: What's your extravagance? Adelson: Airplanes. Let's put it this way, between me and the company we have 14 aircraft. McFadden: 14? Adelson: Probably the largest private fleet in the world. But we use the planes very wisely, because we use the planes to bring players in. It gives us an advantage over others. [Cut to stock] McFadden: But the planes and the perks seemed as if they might be in jeopardy. When the market crashed in 2008, his company's value plummeted more than 90 percent. At one point losing up to a $1,000 per second. [Cut to sit-down] Adelson: It certainly wasn't the most joyous time in my life, but there was nothing that anybody could do. You could look at the Dow Jones Industrial Average and you could see it swing 500 points or 1,000 points in a day. And you say 'this is incredible, what can anybody do to stop this?' McFadden: So you didn't think at any point, this is it 'this is it'? Adelson: No, no. McFadden: Your former COO said that there was this terrible in-fighting about all of this at the top. And that slowed down progress, slowed down decision-making. Do you think that was true? Adelson: Well, most people like to blame other people. Because most people don't want to acknowledge that they've done something wrong. So I suppose anybody could say 'I've got to blame it on the other guy.' Okay, but I own the company. McFadden: So - your fault ultimately? Adelson: I meant my responsibility, ultimately. McFadden: Looking back, what percent of the blame do you take for what happened to the company? Adelson: Very small portion. First of all, I own the company. Second of all, I was the guy that had to put the money in. [Cut to stock] McFadden: He sure did. To prevent the company from going under, Adelson and his family put $1 billion into the company. [Cut to sit-down] McFadden: Most of us are worried about lending our cousin a thousand bucks. You're lending your company at this point. Adelson: A billion. McFadden: A billion. Adelson: But remember, a billion doesn't buy what it used to. McFadden: That must be funny somewhere, but I don't know. For most of us a billion is a lot of money. Adelson: Ah, I'm only kidding. [Cut to stock] McFadden: The billion bailed out the cash-strapped company and much of senior management was fired. Adelson claims he never really broke a sweat during it all. [Cut to sit-down] McFadden: So where does fear factor in? Adelson: Fear? Fear doesn't factor in. McFadden: No? Adelson: Fear doesn't factor in. Not to an entrepreneur. Concern - yes. Fear - no. McFadden: You weren't frightened? Adelson: No. McFadden: Really? Adelson: To the Bible. McFadden: You didn't think, 'I could lose the whole shooting match here'? Adelson: No. [Cut to stock] McFadden: In fact, even in the depth of the financial crisis, he never backed off from his planned multi-billion dollar project in Singapore which is now open. The Marina Bay Sands Hotel. It won't surprise you that it's another massive structure. With 3 55-story hotel towers, joined together by a 40,000 square foot sky park, 500-foot pool, and 2 theaters, 50 restaurants, and 800,000 square feet of retail. [Cut to sit-down] McFadden: What's the cost of Singapore? I read somewhere $5.5 billion. Adelson: Five-point-six. But, as they keep saying, who's counting. McFadden: There's no doubt in your mind this is going to be a success? Adelson: No doubt. [Cut to stock] McFadden: He turns out to be right, at least so far. In its first full quarter of operations, which just ended, it generated a whopping $242 million in profits. His Vegas properties, unlike many on the Strip, are thriving as well. For the third quarter of this year they booked record profits of $645 million. [Cut to sit-down] McFadden: Not very long ago, you were number 3 on the Forbes richest list. Would you like to see yourself back up there again? Adelson: Sure. Why not. [Cut to stock] McFadden: He's working his way back. He's now at number 13 on the Forbes list, up from 26. At the age of 77 he shows no signs of slowing down. [A bit about Adelson's wife kicking him under the table] McFadden: He and his second wife, Miriam, have 2 sons, ages 11 and 13. [Cut to sit-down, different location with Adelson's wife joining he and McFadden] McFadden: So, what - you're fearless in business and at home you're a pussycat? Adelson: Why am I fearless in business? I'm not fearless in business. You're only saying that. McFadden: Come on, you lose $25 billion and you don't blink? That's fearless. Adelson: That's not every day. But hey, I lost $25 billion. I started out with 0. [Cut to picture of Adelson's father] McFadden: Still the son of a Boston cabbie. [Cut back to sit-down] What would he think, if he could see you right now? Adelson: He couldn't - my parents could never comprehend the scope. When I was able to support them and have them live in a more luxurious way, my mother would still take the bus. I would say, 'Mother, let me send you a limousine. Let me send you a car and a driver.' And she would always say to me, 'you can't teach an old dog new tricks.' [Cut back to narration] McFadden: But you can raise a son who grows up to have a fleet of airplanes.

An Open Letter About i-Gaming

A few days ago, I got a Linkedin invite to connect from a young guy like myself, looking for opportunities in the online gambling sector. He wanted to talk about what I was doing with Ging. When someone asks about my business, or about gaming in general, I have a tendency to preach. So this is the reply he got and I decided to make it an open letter. Plus a rant about an opposing company called oneLive. Now he's probably sorry he asked. :mrgreen: Hey [guy's name], Nice to meet you, it's cool you're looking for opportunities in the online gambling space. My "company" (it's just me right now) probably isn't what you have in mind. For example: - I will put odds on anything and everything if the statistics are favorable. I've designed a casino version of the old card game Rack-O. I've planned another offering based on algorithms from the safari zone of those old Gameboy Pokemon games. I have to make a version of keno that doesn't suck, then god-willing I'll do the same for slots. - Also I may throw a "bribe the dealer" side bet on every table game. - Although there are going to be all sorts of new games nobody's ever seen before, I will release odds and optimal gameplay strategy for everything. Extensive walkthroughs and tutorials. - Basically everything I collect for the backend, all those analytics, I will make public. Financials too. Any information I can reasonably release that contributes to the transparency and integrity of the operation. - Randomness will be based on atmospheric noise for absolutely everything. I'll probably use the API forever because (1) PRNGs obviously aren't trustworthy and (2) maintaining my own TRNGs likely wouldn't match their quality, over time they degrade and become less random. - All bets will be provably fair. This is nothing new as it's the standard for bitcoin-based gaming. (See next point) May also have everything third-party verified. Nobody should doubt the casino's integrity. - The U.S. legislative process for online gambling is coming along at a slow, painful crawl. I'm going to base Ging Casino on bitcoin and have spent a lot of time poring over the actual laws surrounding online gambling and bitcoin itself. Still it's a legal gray area. - The design of the website is gorgeous, it's responsive, heavy HTML/CSS/JS. Little to nothing else development-wise if possible. People can play anywhere. - Finally, if by some miracle the stars align and Ging Casino is a success, I want to also put virtual-reality under the Ging Gaming umbrella. Not sure if you've heard of Riftsino ( VR gambling will be huge. Actually that covers just about everything. I'm obsessed, fanatical, crazy about this stuff. [In this part of the letter I went on to trash-talk this company called oneLive. I said the guy that wrote me should join them because he has a strong informatics background they could benefit from. If those couple of guys at oneLive want to email me I'd be happy to tell them how to otherwise fix their company. Maybe they can make me eat my words later, but having on-property i-gaming with live dealers voids all of i-gaming's strengths - easy scalability, flawless 'dealer' procedure, opportunity for more games and more themes, and everything else I've covered before. What if the live dealer misdeals to a player? How is the player, across the property on his tablet, going to raise an issue? Are additional floor supers needed to monitor the live virtual dealers? This much additional manpower shouldn't be needed. If a resort guest wants a live dealer, he's more likely to go down to the physical casino. Maybe oneLive envisioned people sitting on the toilets in their hotel rooms, tapping away at blackjack from their iPhones. I don't know. The website says "increase table profits." Barely when you're doing things like this. It's carelessness. On-property is a great idea, a good 'legal loophole' at the moment. But doing it this way seems sloppy. Furthermore, and I know this is a whole mess of thoughts, but oneLive was founded in 2010? They're just now putting out a tangible product offering? What has everyone been doing over there? Fiddling around with online poker before totally changing the direction of the company? Do any of the team members have a background in the gaming industry, or at least an interest? Passion? Do they care? Personal opinions - I've never met Michael Jabara or Alexander Ramia. They can call me out right back if they want. It's easy to reach me. Why am I taking a jab at their operation? "oneLIVE inc goal is to become the real money mobile gaming powerhouse in the US, on the high seas and in the air." I'll take a jab at any competitor. Especially one that talks as big a game as that while not bothering to proofread their LinkedIn.] Regardless, good luck with your opportunity search. Best regards, Randy

Transparency and Honesty In Gaming

Anyone who has been involved with the gaming industry can agree that there's a lot of smoke and mirrors. I'm not just talking about that mysterious loyalty program - the one where nobody quite understands how points are earned. There are all kinds of theatrics and things going on behind the scenes constantly in casinos. Surveillance and security - a guest might wonder, is there somebody watching every feed all the time? Where do those guards that just seem to pop up out of nowhere come from? Some sort of spawn point a la 1985's Gauntlet, no doubt. Casino Security Gauntlet Then you have things right in front of the guests' faces that are deceptive - two slot machines right next to each other, same credit value, same theme, different paytable. The machine has 1 cent on it in huge font, yet you have to play 40 cents - 40 credit minimum. Are there any guests out there who 100% trust the casino? Like who will enthusiastically stand on top of their chair at the Three Card Poker table and shout their trust in you? But why not? Why do things have to be this way? Dennis Conrad, a man who needs no introduction in the gaming industry, had a thought-provoking article in this month's issue of Casino Journal. Appropriately it centered around the question "Why Not?" and if you have time definitely check out the full article. From Conrad's aforementioned piece The Value of a Good Question:
Why not share with gamblers the mathematical odds and probabilities of all available bets in the casino? Wouldn't that build some trust in a typically low-trust environment? And do you think many players would change their betting habits anyway?
This is easy to implement in an online gaming environment. Put a button or link off to the side of games, that when clicked will show players the mathematics of what they're playing. Better yet - walk the player through how to play the games if they need it. Sure you can guess around with the online "practice plays", but a guided tutorial would be superior and make sure the player knows all the intricacies and points of the game. Naturally written instructions should be available too if a guest just wants to look up something. Why not disclose odds in the tutorials too? So, in "i-gaming", those are three things that should be made available to the player off to the side of their games -
  1. Detailed odds/probability data for all bets
  2. Guided, interactive tutorials (also disclosing odds)
  3. Written tutorials (with odds)
In an offline environment, I could see the creation of pamphlets that detailed odds for all available table games. Upon request, floor supervisors could grab one for a guest from a pit storage area. On the machines, again, a button with corresponding table would do. Also from the article:
Why not have players' clubs where players know every single benefit (comps, cash back, free play, points, etc.) that they have earned, and what they can spend them on? That seems far superior to having some secret, discretionary, "I'll bestow them on you when I want to" benefit buckets.
This is another situation that might be best accomplished in brick-and-mortar environments by just making up detailed pamphlets. Naturally one would distribute them to players when they sign up for the player's club, and also make them available from the player's club desk at all times. Lastly all the information should be posted to the casino website. Shortly before I dealt table games at Turning Stone, all machines were changed to TITOs and the player's club also got overhauled. Fairly regular table players would constantly mention how they preferred the old rewards program, or just didn't understand the new one. From the Turning Stone website:
Turning Stone Rewards Confusion
So there are at least 2 types of points, plus a blackhole of table games information and at least 2 measurements of paythrough...
Ideally the player's club should be a winning situation for everybody, not just a source of guest confusion. Last point I'll quote:
Why not create a revenue stream and have back-of-the-house tours of those "mystical" casino areas, like surveillance, count rooms, entertainers' dressing rooms, buffet food prep, and other uniquely casino areas?
In the physical casino, this would be pretty easy to implement since typically these programs are already in place - for employees. At Turning Stone I believe at least one comprehensive property tour was given a week, to boost employee knowledge and therefore improve one's ability to inform guests. By letting guests come along on your property tours, you can further ensure there's nothing to hide. If a casino doesn't want to set this up, they should at least create an extensive "behind the scenes" tour for their YouTube and other social media. What's the harm in having a professional video crew make everything transparent for the guests? Wynn has produced a video tour for their resort. If applicable you might want to have a video focusing on your gaming, shopping, dining, and lodging separately. Can't we go even farther? Release specific financials for the whole casino operation, whether physical or online. The players already know the house has an advantage, and that they make more than they give out. I doubt full financial disclose on all fronts would do any harm. Make even individual game revenue available. In i-gaming it's relatively easy to implement cryptography in such a way that players can prove the fairness of games. Ensure your online players know how to check this too - just saying it's possible is not enough. Actively ask players for feedback, whether positive or negative. Post both publicly along with an appropriate response. If there was an issue, disclose how you're going to improve. In most businesses, you're dead in the water if those you serve don't trust you. In the gaming industry, a lack of trust has been settling in as normal. Let's clear the smoke and break the mirrors.
At Ging Gaming we're working to build the most honest and transparent experience out there with Ging Casino. If you're interested, you can follow the project on Twitter. We hope you'll play with us when we launch.  

Transcript of Steve Wynn on Stanford’s Uncommon Knowledge

Back in July, Stanford University's Hoover Institution put out a two-part episode of Uncommon Knowledge in which Peter Robinson interviewed Steve Wynn. They talk about everything from the casino and hotel business to entrepreneurship to where Wynn Resorts is headed. (Hopefully to Everett) I've only now gotten around to watching both parts but was taken aback with the breadth of knowledge distilled. Steve Wynn truly is a legend. I took it upon myself to transcribe both episodes for the pleasure of other gaming and hospitality industry enthusiasts. As there is a lot here, I may do a separate post breaking down the interview. Enjoy. Author's Note: I do not own rights to the following content but have simply transcribed it. All rights reserved to the original owners. Uncommon Knowledge is distributed by Wall Street Journal Live and a production of the Hoover Institution. I've dropped in some Wikipedia links sparsely to help you further research some of what's mentioned if desired.
Part 1: Steve Wynn discusses his journey into the Las Vegas hotel and casino business WSJ Live presents Uncommon Knowledge with Peter Robinson Steve Wynn Interview: Part One Robinson: "What I like about casinos is that they allow us to build hotels. A slot machine or a blackjack or a roulette table, they have no power. It's the non-casino stuff that gets people to come back again and again." With us today the man who said that, and who by universal agreement reinvented Las Vegas, Steve Wynn. Shooting at the Wynn Las Vegas, Uncommon Knowledge now. Uncommon Knowledge with Peter Robinson: A Production of the Hoover Institution Robinson: Welcome to Uncommon Knowledge. I'm Peter Robinson. Wynn Resorts, the owner and operator of luxury casino resorts in the United States and China, on revenues in 2013 of $5.6 billion, net income of more than $1 billion, and a stock price that has risen over the last 5 years from roughly $37 to well over $200, more than quintupling in value. With us today, the company's founder, chairman, and chief executive officer, and by wide agreement the man who reinvented Las Vegas, Steve Wynn. Steve, I ordinarily thank guests for joining us but since we're shooting today not only in your hotel, but in your home, this is your villa at the Wynn Las Vegas, thank you for permitting us to join you. Wynn: I was listening to your introduction, and one thought passed through my mind - better to be lucky than smart. Robinson: (laughs) Okay, new kid in town in 1967, 25-year-old Steve Wynn arrives in Las Vegas with money from the family business, a string of bingo parlors back east, he buys a small stake in the Frontier. Steve, this town in 1967, I once heard you say Las Vegas hotels when you got here were like motels. They weren't real hotels. What did this town look like in those days? Wynn: There were 60,000 people. There were 8 or 9 hotels on The Strip. They were, with one or two exceptions, low-rise structures, and if they had a high-rise it was with 300 or 400 rooms. Del Webb had built the Sahara that had 1,000 rooms. The Stardust was basically a motel with 1,400 rooms. The rest of them were 2 and 3-story structures with little small high-rises attached to them, small casinos with 300 slot machines and 40 games and a showroom. And it was a small town, a company town. Robinson: And what brought you here in the first place? From upstate New York, where you grew up in upstate New York, you were operating bingo parlors out - Wynn: When my father died, when I was a senior in school, on the table in heart surgery, we were broke. It was my senior year at Penn and I graduated and I had the business, the family business in the Maryland. I had the bingo that was licensed in Maryland. And I had run it while I was a student, that was how I got my allowance. I would go down from Philadelphia to Washington every weekend and run the bingo. And I wanted to be a developer. And because I was in a county that was adjacent to the Baltimore-Washington International Airport, I wanted to build an industrial park and I could buy a farm for a million dollars that was next to the airport. And I could get it zoned for the airport. Other people might have had a hard time but I knew my way around the county, I thought I could get the zoning. And I didn't have any money. I was worth about 50 thousand dollars or 25 thousand dollars, and I found John MacArthur at Bankers' Life Insurance and Casualty, and offered him half of it if he would lend me the million to buy the farm. He said no, but he asked me a bunch of questions about where I'd gone to school and how was my business legal and all that sort of thing. And I left and I went back to Maryland and two weeks later I got a phone call from his office saying that Mr. MacArthur, he and Getty were the two richest Americans at the time, he owned Bankers' Life and Casualty by himself, wanted to see me again in New York and that he'd pay for my airfare. Well I paid my own airfare and went up to the Plaza Hotel and I sat with him and in effect he told me that the insurance company owned this land on The Strip, a closed hotel called the Last Frontier. The insurance company had tried to sell it to get rid of it and so far had been unsuccessful but a group of men had come to him to lease it for a very, very big price if he would add $5 million for a high-rise, and for more rooms. Robinson: Right. Wynn: And he said that he would like to have someone in the lessee group that represented his interests. Would I like to go there, and he would arrange me to get 2 or 3 or 4 percent for virtually nothing, a few thousand dollars, 25 thousand dollars. And he said he'd pay my way to go check it out. And I said I'd pay my own way, and I ended up on Thanksgiving Eve 1965 in Las Vegas - Robinson: You were 23 years old? Wynn: 23 years old, with my wife Elaine, and I was with a friend of my father's who had arranged for me to meet MacArthur, and we started this whole weekend at Palm Springs. And we were at a restaurant called Ruby's Dunes and - Sinatra was at the next table, with some people. Robinson: Totally by happenstance? Wynn: I had luck. And he walked over to say hello to the guy I was with, and got introduced. He says "what are you doing out here", he said we're going to Las Vegas tomorrow because Steve has been invited to join a deal for a new hotel on The Strip. Sinatra did a double take. I looked like I was about 16 years old, so did Elaine. "What hotel on The Strip?" I quickly sort of described what Mr. MacArthur was doing, and he said "where are you staying?" He said we're staying at the Dunes. "No, you won't. You'll stay with me. You'll stay with me at the Sands, I'll take care for you and the young people here." And the next thing you know, we're in Las Vegas, guests of Frank Sinatra, staying in a suite when everybody in the world is crowded into The Sands to get a glimpse of the Rat Pack. Robinson: Well these were the classic days of the Rat Pack. Wynn: That was it. They were there. You can't really explain to people today what it was like. We went to the showroom, the Sands showroom had 500 seats, the Copa Room where the Rat Pack worked was a tiny nightclub. Robinson: How many seats have you got here at the Wynn Las Vegas? Wynn: Oh 1,500 usually, nothing's big now, but it was a 500-seat joint. We were in line, we're at the end of the line, we come to the maître d, you know typical guy with the card. And we say "Wynn". The guy's eyes (motions big with his eyes) - "Hello, Mr. Wynn, welcome to the Sands." He says to the captain, "take them to booth 5." We taken, and there's 497 people in that room, we walk in and - the older guy and the two of us, we look like we're his kids, and we sit in a booth in the center of the ringside. On the right is Lucille Ball, Elizabeth Taylor, and their - other people. On the left is Gregory and Vernie Peck, and Roger Moore and his wife. Everybody in the room is somebody, or a giant customer of the Sands. Robinson: Right, right. Wynn: They had some dancing girls like the Copa girls and they went offstage. And without an announcement Frank Sinatra, Dean Martin, Sammy Davis Jr., Peter Lawford, and Joey Bishop walk out - the place goes nuts. Everybody is cheering because Sinatra and Martin and Davis knew everybody that was in the room. Robinson: Got it. Wynn: And so they start walking around the apron, the proscenium - "Hi Lizzy, hi Lucy, hi Greg, hi Vernie" - you know - "Hi Rog". Sinatra says, "how do you like the seat, kid?" Robinson: (laughs) Wynn: Everybody looked at me and said what mafioso son is that, you know, or whatever. I mean it was so funny. So cool. Dean Martin - Mr. Cool. Frank Sinatra - the boss. Sammy Davis - the court jester with more talent than anybody. Peter Lawford and Joey Bishop were sort of like furniture. Robinson: Steve, Steve, you're a big-time businessman but what you're telling us is, you came to this, you fell in love. Wynn: I was totally - I had no intention of staying. I just wanted to take my wife on a vacation, when my dad died we never had a honeymoon. Robinson: Right. Wynn: So it was two years later, from '63 to '65, I figure this'll be fun. Robinson: Right. Wynn: The maître d said to me, "when the show is over stay in the seat." We get taken, when the showroom empties, through the back to the lounge. There Louis Prima, Keely Smith, Sam Butera and The Witnesses on stage. Two reserved tables. We sit down at the reserved table. A thousand people in the casino cramming to see this, it was an open lounge. Robinson: Right. Wynn: Five minutes later here comes Frank and Dean and Sammy, sit next to us. My first night in Las Vegas and I end up sitting next to them, watching Louis Prima and Keely Smith. And at that point I am toasted. I'm going, I'm staying, I don't care what the heck is going on anywhere else. I gotta figure out a way to be around here. What fun this is. Robinson: So you buy a small stake in the Frontier - Wynn: I was a slot manager and assistant credit manager. Robinson: It emerges, not long after you buy the stake, that some other shareholders in the Frontier are fronting for the Detroit mob. And you - Wynn: Exactly. Robinson: Nobody accuses you, but you sell out. Wynn: I'll tell you how I got lucky in the Frontier. The only time I myself came within spitting distance of what you'd call 'bad guys' was in those early days when I was a slot manager at the Frontier. The place opened in July of '67, it was sold to Hughes in November. The whole experience lasted 4 months. Now at that time, Howard Hughes' banker Parry Thomas, who owned the Valley Bank, the Thomas and Mack Arena here in town, he's 92 years old, he's become my second father ever since I was that age. Parry Thomas was trying to buy the Frontier for Hughes. I didn't like the people in the hotel because they didn't know what they were doing. I wanted to go home. So I was lobbying other shareholders from California, some other shareholders, that we ought to sell to Hughes. Which put me at odds with the guys from Detroit who didn't want to sell to Hughes. But I was sort of the agent of the Mormon banker, Parry Thomas - Robinson: Got it. Wynn: As it turns out, the U.S. Attorney testified in a letter for me when I got licensed in New Jersey, that on the wiretaps that the government had, the Detroit guys in Las Vegas talking to the ones in Detroit were complaining about me. That I was causing the place to be sold by lobbying the other shareholders. And he wrote a letter that not only did Mr. Wynn not have anything to do with those people, he swore to their efforts to stop the sale to Hughes. So I was very lucky, that I was in the wrong place, but the government happened to be the witness. Robinson: Got it. Wynn: And, at 25 years old, it could have turned out differently. I could have been tainted by that. That's the only time that I became remotely close to that stuff. Robinson: Got it. Wynn: And the banker, he convinced me to stay. Robinson: It was Hughes' banker. [E. Parry Thomas] Wynn: And his son is my colleague who did all our designing with me of the hotels all these years. Robinson: This is another theme in your story. You collect people. People seem to stay with you, we'll get to that in a moment. So you sell the Frontier, you do a couple of land deals - Wynn: The liquor business, with the help of my banker. Became a distributor in Reno and Las Vegas of liquor, wine, and beer. Robinson: And then you buy a big enough stake in the Golden Nugget in town - Wynn: But then I bought - the key thing is that Howard Hughes sold me the corner next to Caesar's for a million dollars, a million one hundred thousand dollars. Robinson: Why? Why did he sell to you? He was famous for holding onto everything. Wynn: It was a strange narrow piece of property that had come into his ownership by means no one quite understood. And it was in his name. I bought it from Howard Robard Hughes Junior, not the usual company. This strange, silly piece of property was purchased in his name. When the people that took over Hughes' operation, when he left town, tried to find out how it came into ownership by Hughes, neither he nor anybody else could answer the question. And he was mystified himself. My banker, Parry Thomas, had Hughes sell me the property because it wasn't next to anything Hughes owned. And he lent me the million two to buy it including a hundred thousand dollars for interest. Ten months later I sold it for two and quarter million to Caesar's Palace. I made my first million dollars, I was 29 years old. And I paid my tax. I had a partner Abe Rosenberg who owned a third of J&B Scotch, who had signed the note at the bank with me. And on my $600,000 I invested in the Golden Nugget and got control of the company and that's been the size of my whole investment from day one. $600,000. Robinson: $600,000. Wynn: Made on a land deal with Hughes. Robinson: You got control of the Golden Nugget, now that's moving pretty quickly through an interesting chapter right there. Wynn: I was 30. Robinson: You were 30, you end up as chairman of the Golden Nugget. Best I can tell - Wynn: No rooms, just a casino. Robinson: Just a casino. Wynn: Little casino, had a million eight hundred thousand shares of stock at $3 or $4 a share. About a $7 million company. And I got 10% of the place for $600,000. Robinson: And you began rebuilding the Golden Nugget. Wynn: Yes. Robinson: You rebuild the Golden Nugget - Wynn: At a time when such things were possible. Robinson: Why do you say that? Wynn: In life, everything is about timing. Robinson: Okay. Wynn: Everyone thought that Las Vegas was the underworld. Robinson: Right. Wynn: It wasn't. They were gone. Robinson: Got it. Wynn: But - it was too early for Wall Street to come yet. But the Mormon banker knew about it and he said to me, when I wanted to go home and we sold the Frontier, "Steve, you should stay here. The town needs young people. You'll end up owning the place." He actually said those words to me. My net worth was fifty thousand dollars. Everything from that point forward was with the help of the Mormon banker. He lent me the money, he got me in control position at the Nugget, he lent me - he and First Security of Utah, the bank of the LDS Church - lent me my first $12 million to build my rooms at the Nugget. I was in the right place at the right time. You know, there's an awful lot of hard work and smart people but they don't always find themselves so, so much the beneficiary of timing of opportunity. In my case I just fell into it. Robinson: Next chapter here. Mid-1970s, New Jersey voters approved casinos in Atlantic City. In 1978 you buy a piece of property in Atlantic City, you rip it down, you build the Atlantic City Golden Nugget, and you operate that profitably for not quite a decade and you sell it in 1987 to Bally's to come back to this town. Why did you go into Atlantic City and why did you get out? Wynn: The business opportunity in Atlantic City, they opened in Memorial Day '78. The same weekend that I opened the Golden Nugget, the 600-room hotel called the Golden Nugget Rooming House. I was a ski friend, I'm a powder skier - Robinson: Right. Wynn: And the president of Resorts International is Jack Davis, was a powder skier with me. We used to ski together in Utah. Jack Davis had invited me the year before to see the boardwalk and said "next year we're opening, it's going to be a big thing, you should be here, Steve." I said I'm building my hotel in Las Vegas, I don't want to come here. I made a mistake. Memorial Day rolls around, I have the best weekend in the history of the Golden Nugget because I have rooms. I'm all proud of myself. And Jack Davis is on television because resorts opened in New Jersey. I call Jack Davis and say Jack, I saw you on TV, it looks great. He says "unbelievable." I say we opened the hotel this weekend. I broke all my records. We did $50,000 in slot machine business for the weekend, and the place used to do $4,000 or $5,000 a day. We did $10,000, $3,000 a day. I said how'd you do. He's - it gets quiet on the phone - he says "actually we did $150,000." Robinson: (laughs) Wynn: I thought, for the weekend, my god, three times as much as the Nugget. And then after a beat he says - "a day." What?! "We did $700,000 the first three days in slots. We're having trouble counting the money from the tables because it's all stacked up in box crates." What? "Steve, get on the plane and come here." The next day I was on the plane and I went to see Jack Davis. And I went to walk into his office at Resorts International, couldn't get through the crowds to get to the elevator. He's sitting back at his desk like "I told you so." I said, okay, we're going to get some land. He says "go see Manny Solomon at the Strand Motel. But at the opposite end of boardwalk." He wanted to put me as far away as he could. And I went to see Manny Solomon and bought the property the next day, and it looked so good. Robinson: Right. Wynn: And everyone was rushing and remodeling these dumpy old hotels. I said, if I build a new one that's all bright and shiny, they want the Las Vegas experience, I'll be the guy that gives it to them. And it took me an extra year - I didn't open until '79, '80. But the advantage we had, even though we were the smallest one, was so great that at the end of three years we had made more money than the other guys including their head start. So, you know, it's again what you offer the public. And the Golden Nugget Atlantic City was a big hit because I got Sinatra to come and be the spokesman and hang out with me and then Dean Martin joined us. Robinson: So why'd you sell? In '87? Wynn: Because no matter what I said to the government, two governors, that they had to take control of that city away from the local government. Robinson: Got it. Wynn: They were so corrupt and stupid. The local government was the pits. And I kept saying to governors of New Jersey, you must take control of the central planning of this community if it's to save itself. Right now you're the monopoly on the east coast, that will end someday. And the infrastructure of this city has to be so big that it's like Las Vegas. Las Vegas is surviving in spite of everything because of the infrastructure. You're so big. The menu for guests is so great. Atlantic City can't just be a local crap game. It's got to be a destination city, but for that the government had to take over. The New Jersey state government, not the Atlantic City local government which was pathetic. Well they wouldn't. And they didn't. And I came, at one point of the view, that Atlantic City was never going to take advantage of its opportunity and would eventually face obsolescence. Which I'm afraid is true today. And so when the opportunity came to sell, I jumped at it. I had already bought the property on The Strip from Hughes' nephew that is Treasure Island and the Mirage. Robinson: Which brings us back to Las Vegas, and here comes the reinvention of this town. While you're operating in Atlantic City, Las Vegas has some tough times. Tourism drops. There's a lack of new construction and a sense in this town, late '70s, mid '80s, that the best days of Las Vegas are behind it. It's losing it's competitive edge. And then Steve Wynn returns and spends more than $600 million building the Mirage, making it the most expensive casino to that point in history. It opens in November 1989 with more than 3,000 rooms, an artificial volcano, lions and tigers in the Siegfried and Roy show, acrobats from Cirque du Soleil. In '93 you do it again, you open Treasure Island, a $450 million casino with a lake and a pirate ship. 1998, again - Bellagio. $1.6 billion resort, 4,000 rooms, more than a hundred thousand square feet of gaming space. To this day one of the big things to do in this town is go over to the Bellagio in the evening and watch the Fountains of Bellagio show. So this is investments of more than $2.6 billion in a town that, when you came back, for Steve Wynn round 2, had grown seedy. So the question here is - what did you think you were doing? Wynn: The analysis of the Hilton, the MGM, and Caesar's underpinned the business plan and the opportunity that was, that would define the Mirage. There'd been 2,000 and 2,500 room hotels but there'd never been a 3,000 room hotel in the world. The MGM was about tourist travel and they had a shopping center downstairs. Hilton was about food and beverage and convention. Caesar's was about the leverage of the casino in international business baccarat. You combine the three, there was clearly a business plan there that would produce a return on $600 million. And the worst case would be 100, 150. We did 225 right out of the box. Now - that proved that you could invest - it was a $200 million town before that, as far as investment. Now all of a sudden we have tripled the capital. And the Mirage - I was asked, while the governor was present and I unveiled a model of Mirage before we broke ground, what's the importance of this facility? I said I think it's going to be a great investment for our shareholders. But really the most important thing about the Mirage will be that it will show Las Vegas is a safe place to invest over $500 million. I didn't realize when I said it how prophetic that statement was. Because it unleashed, as you said in your introduction, a decade of billions of dollars in investment. You know, these things occurred sequentially. And, I might add, again referring to timing - think of the late '70s. late '80s, and early '90s. That was the era of the Japanese investment of America. The wave of - we had customers, one after another, who nobody had ever heard of, who put up a million dollars to gamble. Two million dollars to gamble. I mean, the Japanese - Robinson: So this was the first big international money? Wynn: Big, big, right. It was a wave. Tsunami, to use a current term. When it came into the mid-'90s, I knew that you could buy the Desert Inn. And I had advised Nick Pritzker of Hyatt, when he came to see me, "how do we get in here?" I said buy the Desert Inn, it's got water rights, it's next - the Desert Inn, it's got it's front on The Strip but the back across from the convention center. Robinson: But it was way at the north end of The Strip. Didn't matter? Wynn: No, listen - the development makes a location. Not the location makes a development. Robinson: (puts up hands) Okay. Wynn: I remind you that the Dunes went bankrupt twice, after Caesar's and MGM were open. On the number 1 corner. When I bought the Dunes I paid $400,000 an acre for it. No one wanted it. Can you imagine that in 1994? Nobody wanted 166 acres with a golf course on The Strip except me. And I offered Sumitomo Bank $70 million for 166 acres... End Part One
Part Two: Steve Wynn discusses the future of his business WSJ Live presents Uncommon Knowledge with Peter Robinson Steve Wynn Interview: Part Two [Yes this is the same introduction from the first part] Robinson: "What I like about casinos is that they allow us to build hotels. A slot machine or a blackjack or a roulette table, they have no power. It's the non-casino stuff that gets people to come back again and again." With us today the man who said that, and who by universal agreement reinvented Las Vegas, Steve Wynn. Shooting at the Wynn Las Vegas, Uncommon Knowledge now. Uncommon Knowledge with Peter Robinson: A Production of the Hoover Institution Robinson: I have to ask you sort of a business school question. Do entrepreneurs just have a stomach - they can stand more risk than the rest of us, or doesn't it look risky to them? You could see things that other people couldn't see. Wynn: True. But that's a very good question. And both are true. It's an uncomfortable way to live, you know, in many respects. Because there's always a chance of failure. And there are certain people - very intelligent people - who do not choose to live that way, and they're not wrong. Robinson: They're called commercial bankers. Wynn: Or they're called "regular folks". Robinson: Okay. Wynn: Entrepreneurs have an appetite for living uncomfortably, that is a bit unusual. Truly living uncomfortably because when you get a close-up look at running your own business, it's scary. However, having said that, I will also say that entrepreneurs who survive long enough to be interviewed by you are entrepreneurs that are not guys who fly without a net. It's one thing to be able to sustain risk, and to live with a certain degree of uncertainty, to rely on your judgment. But it's quite another thing to be reckless. When Michael Jackson asked me in an interview he did with me once - when I introduced him to Siegfried and Roy he wanted to do an illusion for his Thriller tour, and I introduced him to S and R. I had shown him a tour of the Mirage just before it opened. Robinson: Right. Wynn: He was amazed, he said "do you get scared?" I said no. "But how, with all that - that thing that you're building?" I said look, Michael, before we broke ground we developed a business plan. We examined, re-examined, re-examined again and again our fundamentals. I said we raised $525 million with some of the toughest people in the world because our story was convincing. By the time we broke ground, Michael, we were so sure of what we were doing that we did not think we were flying without a net or being a huge risk-taker. And I said I think, in answer to your question, I think at the end of the day you can live with the discomfort but you're also self-critical. And I - speaking of myself and my colleagues - we never risk the farm. Never risk the farm. My responsibility to my employees, my stockholders is such that - I can't promise to be right all the time. No one can. You make calls, sometimes they're right, sometimes they're wrong - but the capital structure allows you to survive the inevitable cycles of business, which go up and down as surely as sun rises and sun sets. Except we don't know the timing. They allow you to survive your own miscalculation. Capital structure I learned at a young age, thanks to Mike Milken who taught me the story. Capital structure is everything, and I've always had a capital structure that was bulletproof. Robinson: You said earlier, when you were running your dad's bingo parlor in Maryland and you spotted a piece of land and you wanted to be a developer, and you've also said - I quoted this right at the beginning, the reason you like casinos is they let you build hotels. Still - they're casinos. Your dad was a compulsive gambler, it was a real problem for you growing up, for your mom, for your little brother. He left the family in debt. How - how do you think about - you need the casinos because they give you more revenue than just the rooms, they let you - they let the whole act take place, right? Wynn: (nods) Robinson: But you're still, at some level - are you uncomfortable with the - how do you think about that in your own mind? Wynn: It is a central question, and I love it because I had to come to grips with it myself. 'Come to grips with' is too strong a term - I understand it. My answer is this. There are all kinds of indulgences that people have, that they do with their own money as they see fit if they come by it honestly. People spend money on wine that is outrageous, women buy pairs of shoes that are beyond any need, people buy cars that are extravagant, they build homes that are bigger than shelter. Who is to define the necessities of life? And who is to tell us what our hobbies, our self-indulgences should or should not be? There are people - the definition of a casino customer, a gambler is a person who likes the game more than they like the money. The definition of an art collector is a person who likes the painting more than money. The definition of a wine connoisseur is a person who loves the wine more than money. How can anyone pay $3,000 for an expendable bottle of wine that's gone in 3 minutes? Or gamble for thousands of dollars, or even millions at a table? If it's their own money, and they want to do it, that's their business. Robinson: Okay. Wynn: I am not judgmental about that unless I think someone doesn't know what they're doing, or has got a problem. And we have rules around here about compulsive gamblers - we shoo them off. We don't give them credit. Nobody can get in trouble, who's a compulsive gambler, unless someone gives them credit. If all they can lose is what's in their pocket, they'll never be in trouble. The trouble is when they can get money they don't have, you know. They hawk the future. So my attitude is we don't really hustle people to gamble. As a matter of fact, we're rather standoffish about it. What we do say is - if it is, if it happens to be that you like to play a slot machine or a - shoot crap or baccarat or roulette or any of those games, come here. The experience will be more elegant. The service will be classier and better. The food will taste better. We will - you want to stay at a great hotel, this is the place. And you can surely gamble while you're here. Or you - don't gamble at all, just bring your credit card and pay for it, because we charge for stuff. Last year, this casino won almost $880 million, something like that. Which was the most in the history of legalized gaming in Nevada. But it was a billion one in non-casino revenue. I think that begins to explain to you my attitude towards all this. And I have - my places have gambling rooms. Good - if that's what you like to do, go at it. You don't want to do it, that's fine. This is still the best place to stay in terms of entertainment, food, beverage, conventions, and everything else. And so I've never had any problem, I've never had any cognitive dissidence about gambling because my dad was a compulsive gambler. Any more than I do have cognitive dissidence about the fact that you can buy liquor in this place, and there are alcoholics. What I do think is important is there be places where people can get treated for these miseries that destroy lives. Gambling, drug addiction, alcoholism. I was on the first board of trustees for the Pathological Gaming Institute with Dr. Robert Custer. I helped support it. He was the recognized guru of this field. And he explained to me, Dr. Custer explained that compulsive behavior in drugs, alcohol, and gambling are all related. They come from the same part of the brain, they come into the same personality traits. So if someone's a drug addict they're a possible gambling addict. Or an alcoholic. The most important thing in treating this kind of misery is that there first be a place people can go. But more importantly, in each case the victim of such a compulsion must come to the conclusion they've had enough. With the help of their families, or friends, they have to say "enough". "I won't be victimized by this any more." We learned from Dr. Custer  the existence of a legal casino has absolutely no impact on the amount of compulsive gambling that goes on. Because people that like to gamble compulsively will bet with their bookmaker, find a crap game, play poker privately, they will gamble and gamble and gamble until they get themselves in trouble. Robinson: Steve, on to the current Wynn Resorts, the current company. 2000 - you sell Mirage Resorts to MGM for $6.6 billion. 2005, you open the Wynn Las Vegas in which we're seated right now. More than 2,700 rooms. 2006, you open the Wynn Macau in the People's Republic of China Special Administrative Region of Macau, 600 rooms and more than 200,000 square feet of gaming space. 2007, the Encore, the twin or partner resort to this also, the Encore Las Vegas. 2010 - the Encore Macau, 400 rooms. Under construction right now the Wynn Cotai [aka Wynn Palace], also in the - Wynn: Definite - Robinson: What's that? Wynn: Definite proof of pathological developer's disease. Robinson: (laughs) Wynn: You need no more information than that. Robinson: And then you're also going through this lengthy political and regulatory process to win clearance to build a new resort in Everett, just outside of Boston. [Support that if you haven't already, Ging Gaming sent a letter] That's projected to cost $1.6 billion right there, by itself. Now, business question, Steve Wynn quoted in Time Magazine - Wynn: I'm no danger to anybody, said my doctor, if I stay on my medication, except to myself. Robinson: (laughs) Two thousand - this is you quoted in Time Magazine in 2001, and that's before those billions of dollars of construction that I just read off. Quote - "I'm frightened that in my isolation as a chairman who doesn't see everything the bigger we get, that basically I don't really know what's going on." Steve, how do you make sure - you're seated here in Las Vegas - how do you make sure the standards are being maintained in Macau? For that matter, how do you make sure room - the rooms on the 18th floor are getting cleaned properly or how do you put - there's a question here about span of control when you get to be this big. How do you infuse your standards, your approach into an organization as big as this? Wynn: It's the question of all time, and the answer - as you get bigger - grows in direct proportion to the size of the enterprise. And there is only one answer. The culture. The culture lives and must exist on the most fundamental level, on the line of employees in an enterprise like this. Just as it must exist that way in the government. Who are we? What matters? Is that a simple question, to which there is a simple answer that anybody working here can answer? If it is a simple question - it should be - we're offering people a good experience when they come and stay here overnight. Whether they eat, or play, or go to the spa, or swim, or make a telephone call, or walk down the hallway. What is it that we're all up to? We're giving people a positive experience. And only people make people happy. If I could establish that culture, where each employee feels it's important to them to have responsibility now - for the guest experience - then your question is answered infinitely. So how do you do it? I tell you what - in this world, money's important if you're struggling and you have no security, but if you have a job and you think you're being paid fairly, money is not the issue anymore. What is important is their happiness, their state of mind, and their fundamental identification with the enterprise. If it's possible - that is to say, if performance on the job enhances self-esteem - you've plugged into the ultimate energy source available on this planet. Money doesn't touch it. But if self-esteem is at risk in the way you do your job everyday, now you've got something. When you have programs, like "employee of the month", "employee of the year", they're spotlight programs that give accolades and attention to people who do great work. Robinson: Right. Wynn: It's very important, those think. But they all have one - those programs are important, and we use them. They have one drawback. They require that you be noticed by your supervisor, and nominated for such accolade. So how can we eliminate that liability and turn nomination for accolades into something that the employee does on their own? We came up with that answer years ago. It's called storytelling. We retrained 1,200 or 1,300 supervisors - anybody that met with 3 or more people, up to 15, these shift meetings did small groups. Robinson: Right. Wynn: We train them to a thing. Every day, 3 times a day in this building, or whenever the shift starts, the supervisor says in the small group, "Hey! Anybody got a story of something good that happened yesterday with a customer?" Employee pipes up and says, "Well, yesterday this happened and I did this." And it's really cool. The employee acted as an individual to help a guest on a very personal level. A bellman says, "Uh, I took the people up to their room" - in the suites we tend to take the baggage with them up the elevator, and the last thing that bellmen are trained to do is say to check all your bags, is everything here, and can I explain to you stuff in the room, this sort of thing. And the woman, it was an older man and woman, the woman screeched, "Oh my god, Leonard, I left our bag with the medication on the hall table at home." He was an insulin-dependent diabetic. "Oh my god, Leonard, what are we going to do?" Woman was very distressed. Bellman says, "Calm down, ma'am, ma'am, we'll help you out. Where do you live?" Pacific Palisades. Los Angeles. "Is anybody at your house?" She says yes, our housekeeper. "Listen, my brother lives in Encino, could you call your housekeeper and tell them that my brother, his name is Enrique, will come? I promise you we'll get it here for you. Don't worry. It's four o'clock in the afternoon, when do you need it?" They needed it by breakfast. "Don't worry." She picks up the phone, calls the housekeeper, she says this young man's brother's going to come get it, and is the dot bag with the medicine in it on the hall table? She says yes, Mrs. - whatever her name was. It's there. She looks, she hangs up the phone, he says we'll take care of you. She says, "Are you sure? We could go home" - nope. "My medicine's in there too!" Just relax, we're going to get it. He goes downstairs, tells his boss, listen, tells him what happened upstairs. He said, "Listen, I'm just starting the shift, what the hell - I'll go see my brother. Let me off. I'll go jump in a car, I'll go get it." He says okay. Kid drives to L.A., goes to his brother's house in Encino, picks up the bag, drives back, gets home at 3:30 or 4 in the morning, takes it to the bell. "See that this gets up to room XY" - Now, do you think those people will ever dream of this building as a normal hotel? Robinson: Right. Wynn: Okay. Kid tells the story - and that's a true story, it happened the first month years and years ago. Robinson: Okay. Wynn: Boss says in front of the other employees, "What a story that is!" Presses a button on the phone, and up comes our crew with camera and recorder. On the in-house Internet goes the story. Up on the wall within 3 hours is a great picture of this bellman, and his story in letters 3 inches tall on big paper signs in the staff area. Pretty much the whole city below this building, next to the staff dining room. We made a hero. We publish this story. Two things - the kid self-nominated himself for distinction. We made him famous! Number two - this is the part that matters. The other people in the room saw all this transpire. And every one of them says, "I gotta get me a story!" Robinson: Right. Wynn: Now I got 12,000 employees walking up and down this place, looking for one of you guests with a problem. They can't wait to interact. I got dealers going on break, that see a man or a woman looking around in this big place quizzically - "You look like you're lost, can I help you?" [Dealer] "Yeah, well we're trying to find the Lafite Ballroom." [Guest] "Well you go straight down to the Chinese restaurant, take a left - wait. Come with me, I'm gonna take you." [Dealer] "You don't have to take us yourself." [Guest] "It's okay, I'm on break, come on." [Dealer] They walked them to the - takes a 5 minute walk. Delays his break by a few minutes, he wasn't that hungry anyway. But he's got a story. And he's going up on the Internet tomorrow, and he's gonna be a hero. That culture of making these people responsible - in terms of their own self-esteem - is the power. It's the power that makes a guy like me sleep good at night. Because I'm driving the culture, the employees are driving the experience. It's about my people. You got the culture, you got the problem solved on the 18th floor. You don't got the culture, you can have cops everywhere. Won't mean a damn thing. Robinson: Got it. Steve Wynn, 2011 quote - "I'm saying it bluntly, this Obama administration is the greatest wet blanket to business and progress and job creation in my lifetime." It's 2014, Steve. Do you want to stick with that? Wynn: Absolutely. Robinson: You do? Wynn: Oh sure. And I think that what may have been a sort of outrageously, politically aggressive thing to say in 2011 has clearly come home now. The international president of my union, the restaurant and hotel employee union, has had his program exploded by Obamacare. He's begged the president, in letters and in writing to change it. Along with the Teamsters union. They've attacked their own base with the Obamacare. Here in Las Vegas, the unions gave a $700 a year increase to the union, and 100% of it went to healthcare program. And the head of the union says to me, when my members ask me for $700 a year, and I'm not getting a dime in my salary, it all went to healthcare, what am I getting in my health program that I didn't have last year? And it's absolutely nothing. The exact same program. I mean, whether it's over-regulation in a million areas, the amount of regulations published by the government in the last 6 years is staggering to anybody's imagination. There isn't a businessman in America you can talk to that won't repeat the same mantra. Whether he's a democrat or republican, and I've been more a democrat than republican in my day. And Harry Reid can attest to that. But the direction of the government - that the government's taken in the last few years is a disastrous. From a whole bunch of points of view is disastrous to the future health and vitality of our society. Robinson: You're the chairman of a publicly traded company, and yet when it comes to politics you take sides. Wynn: I take sides only on issues that pertain to the health of my workforce. Robinson: So - Wynn: I am watching my employees get paid in ninety-cent dollars. Although I have brought millions of dollars to the payroll of this American company from China - millions, tens of millions of dollars from China to my employees in America - it has not been able to offset the dramatic decrease in buying power of their paychecks. Walmart's more expensive, gas is more expensive, heating is more expensive, clothing is more expensive, why? Has everything in the world become more precious all of a sudden? Absolutely not. But the value of the dollar, the purchasing power of my employees of the working class of America is getting demolished by reckless fiscal policy in America. Exacerbated by this administration. Robinson: So do you wish more CEOs spoke up? What you're doing is unusual, to get that far out there in politics. Wynn: Listen, if you don't know the difference between good and bad you're a damned fool to begin with. If you don't have a sense of protection for your employees - if you don't understand where your benefit as a CEO lies, it's with the workforce. Then you shouldn't be holding that job. And if you know that it's your employees' welfare that matters, you're real concerned - not as a politician with rhetoric about the working class of America but as a guide that's paying the working class of America - I know what's happening to them. And they're getting squashed by government policy. And so is education in America, suffering from government policy. I mean any - this is not sound byte stuff. Robinson: Steve, last question. Your dad died at 47, leaving you in debt. You took several years to pay off those debts, as I recall, and yet you have said this. Quote - and I'm quoting you - "I'd give up everything for 15 minutes with my father. To have him walk through this hotel and see what happened." What would Michael Wynn say to his son Steve? Wynn: My dad gave me everything I needed to get here today. He gave me a great education, his love and affection, my mom and dad - I had the most perfect middle-class childhood. My father never graduated high school but was a self-educated man who read constantly, and constantly taught me the importance of being respectful who worked hard and were successful because it was hard to do. To be a hustler, to work hard, to not take a breath until you've accomplished what you're after, to have a work ethic. And he gave me all the tools that I needed that a father could ever give a son. To get to the point where I was armed for the battle, so to speak. My father was a pal of mine, a constant man who reinforced my insecurity when it occurred as it does with young men. My dad was the perfect dad. He had a problem with gaming, like so many people of that generation who made their own money, who never had a dime - when they get money they like to spend it. It's what's going on in China. First-generation wealth always attacks, because they think they can make more money. Second-generation's a little bit more controlled and disciplined. My father was like most first-generation Americans that were born before World War I. After World War II came into money and he was a consumer. So my dad had a problem but as a father - everything that he aspired to in life happened to me. And every dream my dad ever had came true with his son. Knowing what that would've meant to my father is so overwhelmingly exciting. That if my dad - there was a man in our city in upstate New York that was a Cadillac and tractor dealer. In then agricultural upstate New York. It was a good business. He flew around with a pilot in a twin-engine prop airplane, the little Piper Apache. My father said, "Hyde Sternberg has a pilot and a plane." That was like - I walk on my Boeing Business Jet, or any jet, or look at a painting, or see a building - my dad was a customer in Las Vegas at the Tropicana - if my dad could've seen these places. In my father's world, I was the perfect success, never mind what it means to me personally. To a guy like my dad, Mike Wynn, what I accomplished was the same thing as if I'd discovered a cure for cancer, if I'd won a Nobel prize. And knowing my father's personality, I can't help but think that one of the most spectacular that a person could experience would be to see his face, or to watch him process this, after the fact. Of course it's a complete fantasy but it's the kind of thing that you love to dream about. Robinson: This past May, Forbes ranked you as the 133rd richest person in the United States. That places you not just in the top 1% but in the top 1% of 1% of 1%. You're in good health - Wynn: Yeah. Robinson: But you're in your early 70s and although you have a lot more money than most people, you don't have anymore time than anybody else. You've got - you were diagnosed with an eye problem at the age of 29, it unfortunately progressive - Wynn: Mhm. Robinson: You said a moment ago that your dad taught you how to hustle. Why are you still hustling? Outside that window is a beautiful golf course. We have here a Picasso, a Lege [sp?], a Giaccometti, and that's just a fraction of your collection. Why don't you knock off? Golf, enjoy your collection. What keeps you hustling? Wynn: 'Cause I'm one of those rarely fortunate, really lucky people who's doing what he loves. Consequently I've never worked a day in my life. I love what I'm doing, I'm a student of creating spaces where people go "whoa, ah, wow". I love that idea. And I've never been able to do it perfectly. I always think I have to do one more hotel because maybe, just maybe, I'll get it right the next time. And that quest to keep doing it, being a student of something that you love, is the most fun a guy can have. And I've been given the privilege of chasing this star to my heart's content. By having the opportunity in China, where budget's not important, you can just build for the ages. It's like being a pharaoh in Egypt where you could build a pyramid! Robinson: Why isn't budget important in China? What do you mean by that? Wynn: Because the return on investment will be good no matter what you spend. Robinson: Got it, got it. Wynn: Gaming has always represented that in Las Vegas for most years. You could build a great hotel, you could justify the cost. I'm hoping that's true in Boston. I believe it is, so we can have the first great hotel in the city. There haven't been any in fifty years! There's no more Waldorfs, or Plazas anymore. The grand hotel doesn't work anymore in cities because the room, food, and beverage revenue doesn't justify the cost of construction. But if you can put a gaming room down the hall, like a ballroom, in a separate space... you can build a grand hotel in Boston. Bring back an age of grace. A beautiful place where you can bring children, because the gaming is off by itself. But I like places where everybody's excited, and it's a tricky thing to do because it's all about the emotion of the space. It's all about the way that a building or a place or a staff make somebody feel. And that's a dynamic assignment. It involves human resources, things like storytelling, and making everybody in the building think that the best thing that ever happened to them was working in this place because we're - you walk out of this room. Forget my interview. With your camera, grab any one of my employees. And you see what happens when you ask them "what's it like working here?" Robinson: I didn't have a camera but I asked a couple people serving bar last night, they like your hotel, Steve. Wynn: The newspaper hired an outside consulting firm - a review journal - to find out who was the best employer in town. And they did these big interviews. And they did a special Sunday section, and we won. And I didn't know what was going on until Mike Weaver called me up and told me, and read me what the employees said. Ah - it was ecstasy! "This is the greatest place to work because they listen to you here." "If you've got a good idea, they'll listen to you." "This is a great place to work because they're sensitive to your family problems. They work with you when you have those problems." "This is the best job I've ever had in my life." We're the best, this was the coolest place. There was this deep pride in belonging to the team, the family here. In other words, it wasn't just the onyx or the marble or the hand-woven carpets or the fancy chandeliers and reflected ceiling plants that are so expensive. It was the living organism that is the family of staff. And if you get all those things going at one time, listen - last thing I got to say. By definition, on this planet, from Asia to Europe from Latin America to Canada, there has to be a best whole place in the world to stay. Why can't it be here? Maybe we're the best hotel in the world. Maybe. Not for me to say. But you know what, from what I understand from anyone who's ever taken and reviewed this objectively, if we're not it, we're in the top 3. Now that's a kicky thing to be able to do. Robinson: (laughs) Steve Wynn - founder, chairman, and chief executive officer at Wynn Resorts, thank you. Shooting today in Las Vegas in Mr. Wynn's villa at the Wynn in Las Vegas, for the Hoover Institution and the Wall Street Journal, I'm Peter Robinson.
Wasn't that brilliant?

The Perfect Casino

The perfect casino is always open. It never closes a table, it never has to tinker with a machine. Anyone can reach it from anywhere without much of a commute. There's no dress code - some guests even play at the tables naked. The high rollers play next to the guys hustling with minimum bets. If you buy in with a feces-smeared $1 bill, your dealer smiles as big as the moon and wishes you good luck. Everyone is treated excellently. No one minds if you drink, smoke, or even shoot up heroin while you're playing. The drinkers, smokers, and drug users do not bother their fellow guests in any way. If you get trashed out of your mind, you won't get kicked out or judged. As long as you can play you're still doing fine. The gaming floor has infinite square footage. The tables have unlimited seats. There are so many machines that everyone can always access the one they want. All of the games are organized so well that it's a snap to find exactly what you want and sit down. No one is overwhelmed or intimidated. If you've never played before, the casino is more than happy to walk you through step-by-step. No inconvenience there. Because there is unlimited space, the casino likes to try out new games. Some are wacky but it's just part of catering to everyone and anyone. There is no "eye in the sky" or security force. The casino staff is 100% trustworthy and the casino really believes in their guests. Still, neither one could pull something shady if they wanted to. When you talk about the table games, you're talking about the best dealers in the world. Each one is flawless to the extent that they don't need a floor supervisor. In fact, there's no pit boss or vice president of gaming either. The dealers love their jobs so much that they don't accept or want tokes. This casino is where they thrive, where they're meant to be. It makes them so happy being here and dealing that they never get tired or hungry or thirsty. They never take breaks or start drama with one another or convey any negativity to the guests. The dealers shuffle so fast the process is done in the blink of an eye. They never have to turn the cards as part of the shuffle because every card has a perfect edge. They never have to riffle the cards before putting them into an auto-shuffler, because the guests trust them 100%. In fact, there is a process by which the guests can verify the fairness of the games. The casino welcomes them to do so. When you talk about the machines, they never break. No one has to swap the cash box at a certain point in the night, the monitors never get kind of fuzzy or dim, and new paper never needs to be loaded in for the TITO process. You can find just about any paytable or game variant. Even Double Triple Bonus Threes Wild Joker Poker. Some people walk away happy, some walk away sad. Some play for 36 hours straight and some just hop in for 5 minutes. Everyone, however, walks away knowing they got a fair chance.
In the physical world, it's not possible to have a perfect casino. The i-gaming sector is the only place where a theoretically "perfect" operation can occur. This is, of course, speaking more from a house perspective... We all know that the players' perfect casino is one where everyone wins on every hand. Every hand they're dealt blackjack on Spanish 21 plus make the perfect match, playing table max on everything. At Ging Gaming we're in the process of developing an online casino. A "perfect" place to play, one that we hope will fully utilize the opportunities allowed by i-gaming that seem underutilized thus far. You can follow our project on Twitter.