Genting became the first operator to achieve GamCare’s Safer Gambling Standard – Advanced Level 3. CasinoBeats talked about the achievement with managing director Jeremy Taylor and why the industry should work together on the issue.

Genting will also be sharing insights on its commitment to creating a safe environment for players when Jon Duffy, its director of corporate assurance and regulatory affairs, takes part in the inaugural Safer Gambling Forum at Olympia London on 19 September.

Speaking ahead of the event Taylor (pictured), who moved to Genting from Betsson Group late last year, discusses the roles corporate culture, technology, self-regulation and certifications can play in improving the provision of safe gambling.

CasinoBeats: How have you found your first year with Genting?

JT: “I joined Genting 10 months or so ago with very high expectations, but it’s been even better than what I expected.

“Aside from the culture being fantastic and very high performing with some fantastic people, we have made some incredible strides in the digital space in a very short space of time.

“We have moved to Malta, built a team, office, finalised MGA and Spain licences, achieved the highest safer gambling accreditation, added significant new content and games, and launched a new mobile first website – all under a new umbrella brand GentingBet. These are just a few examples. Most importantly, we are also outgrowing the market in revenue.

“We are a relatively small team but backed by a global giant in the entertainment space and that is incredibly rare and exciting. There is no ceiling to our growth internationally.”

Genting UK recently became the first operator to achieve GamCare’s Safer Gambling Standard – Advanced Level 3. What prompted the decision to apply for the standard and what are the benefits of achieving it?

“Genting are rightly proud of their track record in respect of safer gambling. However, we are aware we cannot stand still and must continue to make progress in this area, which is at the heart of everything we do. As such, engaging with GamCare and undertaking the Standard was a priority for us.

“In simple terms this is an external audit, and achieving this standard ensures that our internal controls, processes, guidelines and policies are adequate, effective, in compliance with all applicable legislation, and the LCCP. This also provides us with the confidence and reassurance that we are doing what we should be doing!”

One of the things that GamCare’s certification focuses on is the way in which responsible gambling measures are integrated into the operator’s organisational culture – how much work did that involve and what advice would you give to operators that wish to follow Genting’s lead?

“Operating responsibly is incredibly important to us. It is not about ticking boxes to be compliant, it is central to everything that we do at every level of the organisation. Our staff, with their depth of knowledge and first-hand experience, are key in delivering this.

“We empower them and give them a voice through education and control systems to make a difference at the front line of safer gambling.”

Quality certification schemes play a key role in maintaining and raising standards in many industries; to what extent do you think the GamCare scheme could do the same within the gambling industry?

“The industry is facing a growing number of challenges and we (the industry) are most effective when we work together as one unified voice. An initiative led by GamCare to establish operational best practice can raise standards across the board.

“Having the SGS in place, as Genting do, demonstrates that the company has robust and effective systems in place.”

The issue of problem gambling has generated a lot of negative publicity for operators in the UK in recent months and some politicians are now talking about changing gambling legislation. Is new legislation inevitable or can industry self-regulation work?

“The hope is that this standard again raises standards to a level that demonstrates that we as an industry have in effect self-regulated and driven change, so the need for specific legislation change would not be required.

“We welcome dialogue with politicians, regulators, charitable bodies and our fellow operators as we look to establish an operational best practice that ensures high standards of self-regulation across the industry.”

What practical steps would you like to see operators take to improve the identification and management of players with, or at risk of developing, a gambling problem? And can they be successfully implemented without damaging the experience for other players?

“We are not saying in any way that we have the answer here, what we have is a culture that drives and puts safer gambling at the heart of everything we do. The way we identify and manage players with, or at risk of developing, a gambling problem is constantly evolving and dynamic. As we learn more in this field we update the way we approach, interact, record, monitor and evaluate; this is very much a circular process.

“We are working with experts and with research companies who have proven success in the area of behaviour analytics“

“Behavioural analytics is one of the primary methods to gain an insight into who is showing signs of being at risk. The use of data science techniques incorporating key variables or ‘markers of harm’ enables models to be built to predict whether customers are at risk, or will be at risk if they continue to engage in gambling to the same extent.

“We are working with experts in this field and with research companies who have prior and proven success in the area of behaviour analytics. This includes working with Mindway AI, who create advanced solutions for the identification of at-risk gambling and problem gambling based on neuroscience and artificial intelligence, to supply state-of-the-art early detection and intervention solutions.We will also innovate and invest from within, using our dedicated data scientists and safer gambling experts to drive this forward.

“The most important aspect is to have evidence-based findings, to assess and to re-evaluate, improving at every stage. We want the right answer and the right answer may not be found straight away. Effective research takes time, and failures are expected. Genting will continue to innovate and develop now and in the future in the pursuit of market leading standards.

“Does this damage the customer experience? Well ultimately this is about ‘knowing our customers’, and how best to deliver this information to them in a way that is effective. But where we have identified possible markers of harm, or behaviour that is not the norm for that customer, then there should be an engagement. This is for the benefit of the customer.”

To what extent can technology be used to create a safe environment for players online? Or are company culture and player education more influential factors?

“Clearly technology plays an important factor in creating a safe gambling environment for online gambling; for example, using data to better understand the customer.

“But this does not mean that company culture and player education are not as influential. They all play important roles, and help and support each other in us achieving a safe gambling environment for the customer.”

And finally, how important can initiatives such as the Safer Gambling Forum, which brings together operators, regulators and gambling charities, be in improving the environment for players?”

“As I’ve said before, the industry is most effective when it works together and shares its knowledge. Bringing together the top operators to share insight, discuss operational best practice and openly address the challenges ahead can only be a good thing.”

The Safer Gambling Forum takes place on Thursday 19 September, the second full day of the CasinoBeats Summit and Betting on Sports 2019 events at Olympia London.

Chaired by Graham Weir, Founder & CEO at Safer Gambling Solutions, the Forum features a full day of conference content with sessions addressing key issues such as loss limits and stakes reduction, understanding player finances, identifying and interacting with problem gamblers, and CSR.

The exhibition floor at the venue will also have a safer gambling area, with GamCare, Mindway AI, EPIC Risk Management, YGAM, GAMSTOP, GamBan and BetKnowMore among those with stands.

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Despite witnessing upticks across a majority of segments, the operator outlined that a return to pre-pandemic levels is still facing “headwinds” due to “recovery of regional travel destinations and rising geopolitical tensions”. 

Amidst a number of entertainment experiences and expansion projects at the operator’s flagship venue Resorts World Sentosa, total revenue across the first half of the year came in at S$1.36bn (£802m). 

The second quarter saw “steady visitor numbers” at RWS, attracting customers through concerts and special events, as well as outreach activities to broaden audiences at the S.E.A Aquarium, ahead of its upcoming transformation to the Singapore Oceanarium. 

Alongside H1’s 28% gaming revenue uptick to S$957m (H12023: S$746m), the firm’s non-gaming revenue also increased, reaching S$397m (£234m) to eclipse H1 2023’s results by 19% (H12023: S$333m). 

Entertainment projects taking place at RWS are set to continue into the second half of the year, with the resort set to roll out four “global blockbuster IP partnerships”. 

These projects will see the venue’s Universal Studios Singapore location host  Mega Minions from Illumination’s Despicable Me 4, while the Harry Potter: Visions of Magic experience is set to make its Asian debut at RWS. 

Net profit after tax for H1 surged 29 per cent to S$357m (H12023: S$277m) while adjusted EBITDA increased 26 per cent to S$570m (£336m) from H12023’s S$452m (£267m).

Looking at second quarter performance, the group’s adjusted EBITDA came in lower than Q1 comparatives, dropping by 45% to S$201m (£119m) from S$367m (£217m). 

Genting Singapore stated: “The second quarter of 2024 was weaker at $201.3m due to seasonality, a significantly lower VIP hold than the first quarter, and the closure of Hard Rock Hotel for renovations and rebranding.”

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The plans are seeking to significantly elevate tourism in the region as the bill enables significant growth of entertainment venues, which fall under the regulatory umbrella of a newly formed body. 

Thailand’s bid to tap into the casino sector to boost its status as a tourist hotspot follows a global trend with the UAE and Japan also evolving regulations to look to the sector for growth. 

Notably, Japan has eyed new regulation for the ability for its casino sector to thrive, with both South East Asian countries in something of a race for regulatory realisation. 

It is widely anticipated that Thailand’s debut casino could open as soon as 2029, as the path to a regulatory framework continues to accelerate. 

The plans are a key part of the agenda of Prime Minister Srettha Thavisin, who has made it a key ambition to boost tourism in the region and sees the gambling sector as a fruitful route to achieving these goals.

Furthermore, the lucrative plans already have the backing of the country’s wider governance as it was propped up by studies that revealed just how significant the financial uplift could be for the Thai economy. 

It was also revealed in the bill that the headquarters of the regulator will be in Bangkok, however the possibility for expansion hasn’t been ruled out. 

The progress in Thailand has inevitably spiked the interest of operators with a strong footprint in the region, as Chinese language Malaysian media outlet Sin Chew Daily recently reported that Genting’s Malaysia-facing brand is eyeing Thailand as a potential venture for the firm. 

Bidding processes for the casinos are also set to be completed this year, which will also be required to go through regulatory sign off procedures. 

CasinoBeats comment: Already a hotspot for global tourism, the inclusion of the casino sector in Thailand will be viewed by many operators as a key opportunity for growth and to tap into an exciting new market. This will specifically be the case for those that have experience in the region and understand the user trends of the Asian market. Localisation and having boots on the ground will be crucial for operators looking to expand into Thailand, as they understand the nuance of regulation and the desires of players.

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Ibrahim shot down previous speculation and reports that had stated there was potential for the expansion of licensing.

Responding to questions about the further potential for licences, he emphasised the lack of ‘necessity for Malaysia to venture into the casino business’. 

He stated that the country’s focus remains on ‘digital transformation, energy transition, AI, and we believe that this is adequate to push the country forward’.

Currently, the only licence holder in the region is Genting, which holds one resort in Malaysia. 

Genting has enjoyed success in Asia in recent years, as the region has been bolstered by an accelerated recovery from the pandemic, significantly fuelled by the growth of its Singapore activity. 

The group recently reported that revenue rose by 92 per cent to $247.4m compared to the previous year – underlining key engagement for the group in the region. 

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Increasing the synergy between the two experiences should be a key focus for operators intending to expand their audience according to the omnichannel effectiveness panel at the Summit. 

Nick Patrick, Co-Founder and CEO at Radar underlined the importance of digital gaming being able to raise the ceiling of engagement for the land based player. 

Integral to this is personalisation and geolocation Patrick believes, stating it is a significantly ‘underutilised tool in terms of combining the retail and digital sectors’. 

It can also provide support for evolving player expectations, with seamlessness a minimum standard for the modern player. 

Oliver Bartlett, Vice President of Gaming – Product & Content at BetMGM expressed that the digital industry at times is ‘guilty of not taking land-based players on the journey with us’. He pinpointed bonuses and promotions as being key assets that need to transcend both retail and digital casinos. 

‘There’s a significant opportunity for the European market to learn from the land based experience of the North American market’ stated Bartlett, as he warned that simply taking tried and tested methods from the European market is the incorrect approach.

When it comes to specific tools that he feels could be pivotal to bolstering cross platform player engagement, he drew attention to the potential of omnichannel jackpots and table game jackpots. 

Furthermore, there could be room for some of the non-traditional games that have taken off in digital space to transition to land based locations as finding synergy between the two experiences increases in importance. 

Declining footfall in Atlantic City has widely been blamed on the growth of igaming, however, this is something that Zoe Ebling, VP of Interactive at AGS, was quick to dispel.

Bridging the gap between the two spaces, Ebling also cited education as a key instrument – ensuring that players hold knowledge of when games are launching and what their USPs are, crucially also how the digital and land based versions of the game complement each other. 

She warned that until we shift attitudes towards understanding that online and digital can align in their approach the industry is missing key opportunities. 

One of the areas that this is prominent is in the promotion of licensing. Stacey Rowland, SVP and General Counsel at Genting Americas, underlined the vital nature of the role of brick and mortar casinos when it comes to licences. 

She also provided a tentative but optimistic outlook into what the future holds for New York legislation, which was echoed by Bobby Soper, CEO at Sun Gaming & Hospitality, who revealed his belief that the next five years could see a big run for igaming legislation in North America.

As market dynamics continue to evolve, Soper also pinpointed ilottery as being a key catalyst for operators, as the whole ecosystem is driven by new tastes in preferences. 

Catering to the evolving tastes Jason McCulloch, Vice President of iGaming at Galaxy Gaming emphasised that branded studios are now essential for operators if they want to truly tap into what players desire. 

When it comes to table games he highlighted that operators need to attempt to transcend the live experience from a brick and mortar casino to the online space, truly making it an event for the player. He also urged caution from all elements of igaming to avoid working in silos and bolster collaboration across the board. 

Discussions around the relationship between the brick and mortar sector and the digital space were escalated as the next panel explored ‘whether igaming has cannibalised the brick and mortar sector’, or whether it’s merely healthy competition amidst its evolution.

Given the brick and mortar experience is steeped in heritage and history in North America, it is a debate that is sure to be prevalent for discussions around future frameworks, with stakeholders eyeing a space that allows brick and mortar casinos to thrive.

Catie Di Stefano, Director of Community Marketing at onlinegamblers.com revealed that cannibalisation isn’t a subject that should be feared, stating that operators should focus on trying to cross promote. 

She underlined that the communication needs to heighten from land based casinos in order to boost the omni channel experience for players. 

Placing a closer analysis of the demographics, Erik Nyman, President – Americas at EveryMatrix stated that in order to maximise engagement it’s ‘crucial that players are addressed in the right way as clearly there is a younger demographic that plays online – some of them have never even ventured into a casino’.

Nyman also warned that regulatory frameworks simply need to move faster in order to keep up, looking specifically at the impact of sweepstake casinos, which are an indictment of how rapidly the market is growing. 

Melissa Blau, CEO iGaming Capital compared the surge of sweepstake casinos to the previous elevation of DFS, underlining her belief that there is significant hesitancy from land based casinos to put their name to sweepstakes given ‘a fear of the unknown’.

Nonetheless, ‘the growth of igaming isn’t about cannibalisation but is instead around increasing competition’ according to Quincy Raven, VP, North America at NeoGames/Aristocrat. 

Raven suggested that land based operators elevate the way they utilise the igaming space to unlock new avenues to engage with their audience as they are provided with a deeper opportunity to cross promote and enrich the customer viewpoint. 

Tim Cogswell, Senior Director iGaming at betPARX underlined the starkly different experiences that are encompassed between the two igaming journeys. Anticipating that 2025 will be a key year for the growth of igaming legislation, he emphasised the essential need for alignment in terms of strategy. 

Fuelling this collaboration can be the forming of a virtuous loop between the two journeys, a challenge that can only be achieved amidst increased communication and togetherness between the two sectors. 

Blau also warned against allowing different departments to get ‘territorial’ – cementing the need for all sectors to be working together towards a common goal. 

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In the latest in a string of contributions made via the casino industry’s charity, the London-based venue raised more than £35,000 over the course of a three-year period.

This culminated with Brentwood Hard Court Tennis Club hosting its third annual fundraising tennis tournament, The O’Regan Cup, with donations also coming from the casino’s staff, family, friends and customers.

CHIPS uses funds to provide mobility and independence for young people throughout the UK who are unable to obtain a powered wheelchair from the NHS and Wheelchair Services, and whose parents cannot afford to fund it themselves. Each is constructed for the needs of the individual.

“We are delighted to have been able to support Archie and his family, thanks to all those who helped raise funds and to host the tennis tournament,” commented Andrew Henderson, Genting’s director of operations for London and the south.

“A powered wheelchair makes a huge difference for a disabled child, giving them independence and mobility, and it was lovely to see how much it means to his whole family”.

One beneficiary of the latest round of funding via a £9,000 motorised wheelchair, is Archie Ripley, 12, from Ashford, Kent, who has congenital myopathy, a form of muscular dystrophy, and chromosome imbalance.

He had used a manual wheelchair provided by the NHS as he did not qualify for a motorised wheelchair.

“The impact the chair has had is absolutely unmeasurable,” said Archie’s mother, Sam, who also cares for Archie’s two sisters, who have disabilities.

“As a family we have been able to enjoy trips to Disney, theme parks and family walks that would have been impossible before, it’s life changing. Archie’s self-esteem has totally lifted and he now has an unstoppable attitude where nothing is a barrier to him anymore. 

“Archie’s energy levels have increased, he is less fatigued and able to do more things independently. He now plays with other children from the village and is more included within his peer group”. 

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The charity utilises funds to provide mobility and independence for young people throughout the UK who are unable to obtain a powered wheelchair from the NHS and Wheelchair Services, and whose parents cannot afford to fund the chairs themselves. 

Each, said the charity, is constructed for the needs of the individual child, making them more comfortable than ordinary wheelchairs, and in many cases, permits independent movement for the first time.

Founded on behalf of the UK gaming industry in 2001, CHIPS has helped more than 500 children to receive a wheelchair, transforming their lives.

Linda Lindsay, co-founder of CHIPS, said: “I never cease to be amazed and humbled by the generosity and compassion shown by our industry. The fantastic donation from Genting Casinos will transform the lives not just of the recipients but also the lives of their families. 

“I have attended almost all of the 550 wheelchair presentations that CHIPS has been able to make, thanks to the generosity of the gaming industry, and I can vouch for the life-changing impact each and every wheelchair has made – and it’s all down to this industry and amazing supporters such as Genting”.

Lindsay received the donation from Paul Willcock, President and Chief Operating Officer of Genting UK, at the latest meeting of the charity’s trustees. 

Genting UK has been a long-time supporter of the charity, and has previously raised money by taking part in a variety of sponsored events.

“This charity holds a special place in my heart. It’s been incredible to watch the UK gaming industry come together over the years to raise these vital funds that enable us to support so many young people,” Willcock commented. 

“The powered wheelchairs really are a life-changing piece of equipment and provide disabled children with independence and mobility.

“It is my honour to be able to make a further donation from Genting UK to continue to support the amazing work CHIPS does and change the lives of yet more very deserving children.”

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With expansion projects underway at Resorts World Sentosa, revenue across the past-year increased 62 per cent at the casino and entertainment operator to S$1.72bn (£1.06bn).

Revenue of S$1.06bn (2021: $512.5m) through the final six months of the year eclipsed the $663.13m (£410m) recording through H1, which Genting put down to “travel recovery gaining momentum”.

Regarding full-year revenue, gaming contributed S$1.22bn (£759.66m), up 53 per cent from S$802.59m (£496m), with non-gaming rising 90 per cent to S$490.81m (2021: S$258.18m).

Net profit for the year surged 85 per cent to S$340.1m (2021: S$183.34m) while adjusted EBITDA increased 73 per cent to S$774.15m (£478.44m) from 2021’s S$448m (2021: £276.87m).

“The overall profit margin was impacted by higher utility tariffs, increased casino tax rates and accelerated depreciation on certain assets in connection with our renovation of Festive Hotel and RWS 2.0 expansion plans,” the company said.

The newly renovated Festive Hotel will be re-launched in May 2023 adding 389 rooms to the resort’s overall hotel inventory, with wider work also underway regarding the aforementioned RSW 2.0.

Expansion projects underway to this end includes the ongoing construction of the Singapore Oceanarium, Minion Land at Universal Studios Singapore, and supporting infrastructure facilities to cater to the overall expansion of RWS.

Genting Singapore added: “With the recovery of Singapore’s international visitors, the group’s performance rebounded strongly, with Resorts World Sentosa outperforming significantly over the pandemic years. 

“Flight capacity and economic uncertainties will moderate the pace of recovery. We are cautiously optimistic for a full recovery in the medium term.”

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Located in Orange County at the Newburgh Mall, approximately 60 miles north of Manhattan, Genting’s latest casino will feature 50,000 square feet of gaming and hospitality space. This is set to include 1,200 slot machines and electronic table games, as well as the Resorts World Bet Sports Bar.

Robert DeSalvio, President, Genting Americas East, explained: “Resorts World Hudson Valley represents a shared vision that we, along with our partners in Orange County, had to create an entertainment destination that will attract hundreds of thousands of guests and visitors, while providing tremendous benefits to the local, regional and statewide community.

“We are delighted to open our doors this holiday season and welcome everyone to Resorts World Hudson Valley.”

The opening of RWHV brings 250 full-time jobs with an average annual wage of $72,000 (including salary and benefits). Furthermore, RWHV has stated it will contribute an estimated $65m in taxes every year to support NYS public schools. To date, Resorts World properties throughout the state have contributed more than $3.6bn to support public schools in New York.

Resorts World Hudson Valley is Genting’s third entertainment destination in New York, joining Resorts World Catskills in Monticello and Resorts World New York City in Queens. Across its three properties, Genting has invested more than $1.2bn, including the above mentioned $50m in RWHV.

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In September it was disclosed that the six current operators were joined by a group named GMM, which is linked to Genting Malaysia, in a move that would inevitably see one applicant miss out.

Subsequently, the Macau SAR Government has announced the provisional award of the casino concessions following a public tender submission phase that concluded on September 14, 2022.

The awarding of a new 10-year gaming concession contract permits the operation of games of chance or other games in casinos in Macau from January 1, 2023.

After considering the contents, the list of recipients was confirmed as MGM Grand Paradise, Galaxy Casino, Venetian Macau, Melco Resorts (Macau), Wynn Resorts (Macau) and SJM Resorts. 

According to Inside Asian Gaming, it was also clarified that the order that the successful applicants were discovered was the order that the finished, meaning MGM Grand Paradise achieved the highest score and SJM Resorts the lowest.

The final award of concessions, and the terms and conditions of the contract, remain subject to the determination of the Macau government.

The Macau SAR Government noted: “Through rounds of negotiations with the committee overseeing the public tender, all the awardees of provisional concessions had satisfied the bidding terms and conditions, and made promises to fulfil the requirements of the MSAR Government in terms of ensuring local employment, exploring overseas customer markets, and developing non-gaming projects.

“The committee for the gaming concessions public tender will, as stipulated in law, negotiate with the six awardees of provisional casino concessions on the details of their concession contracts. 

“The official adjudication process and the signing of concession contracts will be completed by the end of this year, enabling the new concessionaires to commence operations according to the revised gaming laws and regulations – and their new concession contracts – with effect from January 1, 2023.”

Confirming receipt of a provisional permit, Lawrence Ho, Chair and Chief Executive Officer of Melco Resorts and Entertainment, commented: “We are honoured to have been selected and granted a provisional award for the concession to operate gaming in Macau and would like to thank the Macau government for running a smooth and transparent process. 

We are committed to Macau and its development as Asia’s premier tourist destination.”

Elsewhere, Las Vegas Sands, which last month reaffirmed group-wide confidence in the region despite acknowledging that the current operating environment in the gaming hub “remains difficult”, also reflected on its own inclusion.

Robert Goldstein, Chair and CEO of Sands China and parent company LVS, explained: “Our commitment to Macao has never wavered and we are honoured to continue the partnership we began with the government and people of Macao 20 years ago. 

“In the coming decade and beyond, we will remain steadfast in our strategy of continuous investment in Macao – in its economy, its people and its community.

“Macao’s future as an international tourism destination remains bright and we look forward to furthering our leadership role in helping it reach its full potential.”

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