Totally Gaming Academy

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Totally Gaming Academy

22 - 16 October, Sandton, South Africa

In partnership with:




The Totally Gaming Academy (TGA), international gaming’s leading training and personal development provider, has confirmed the schedule of content it will be bringing to October’s inaugural ICE Africa (22-26 October, Sandton Convention Centre, South Africa) including the addition of two new programmes designed for the market. The Totally Gaming Academy is a world leader in its field and in the last 12 months has delivered training for over 1,500 gaming professionals across 25 countries. 

ICE Africa will comprise an extensive learning agenda, world class training and staff development modules, products and services from leading gaming brands and extensive networking opportunities. Supporting partners for ICE Africa include, the South African Bookmakers’ Association, the Western Cape Bookmakers Association, the Industry Group for Responsible Gambling and the European Casino Association.

*Please be aware that these courses run separate to ICE Africa and are the only paid for element of the event. You must be registered for the event in order to register your interest for TGA training and development courses*

Register for TGA

Agenda 22 - 26 October

Gaming for non-gaming personnel 23 October

The role of non-gaming personnel in land-based casinos is many times overlooked whilst management focuses on money-making activities. 

The employees who work in your bars, restaurants, front desk, loyalty club, security, etc. form an integral and important part of the customer journey. They also need to be trained on the principles of life in a casino.
This one-day course aims to train your team on the basic working functions of a casino, the reasons for why things work the way they do, how procedures and processes need to be respected for the common benefit of all, what makes casino patrons tick, and how best to provide them with the services they deserve

SECTION ONE: Introduction to Casinos

  • What sets gaming apart from other hospitality disciplines?
  • The general working order of a casino
  • Casino departments and the way they collaborate
  • Casino language


SECTION TWO: The Casino Customer

  • Why are they special?
  • The mind of a gambler
  • Different player segments and their habits
  • Servicing casino players
  • Customers’ special needs
  • Unusual situations you might have to handle


SECTION THREE: Introduction to Casino Procedures

  • Timeliness
  • Discipline
  • Money handling
  • Information sharing
  • The role of casino surveillance

Casino Auditing Program 22- 24 October

The aim of this course is to provide regulators with the latest best practices in respect of the casino audit function. It will also provide industry representatives with an understanding of what can be expected during a regulatory casino audit. 

The course focuses largely on four components: 

  • casino management systems
  • planning and execution of a regulatory audit
  • analysing casino data and information gathered during a regulatory audit
  • the casino internal audit function 


DAY ONE: Monday 22nd August

Welcome, Introductions & Course Objectives

  • Casino Management Systems/Financial Accounting
  • Casino Management Systems/Financial Accounting
  • Casino Management Systems/Financial Accounting


DAY TWO: Tuesday 23rd August

  • Analyzing Casino Cage Operations
  • Credit Play and Collections
  • Analyzing Casino Financial Statements
  • Analyzing Table Games Performance


DAY THREE: Wednesday 24th August

  • Analyzing Slot Machine Performance
  • Casino Internal Audit Function
  • Course Evaluations
  • Certificate Presentation

Slot Masterclass 25 & 26 October

What does a game COST and what does a game DO?

Communicating minimum and maximum bet
and communicating volatility of games

DAY ONE 25 October

SECTION ONE: Introduction statements and Player Profiles

THE Gaming Customer does not exist.

Identifying different categories of gaming customers and understanding their motivations and expectations is the starting point for any gaming location. If gaming locations don’t know what customers expect, how can they exceed expectations?


 SECTION TWO: The P of Price

WHAT DOES IT COST is probably the first question a player needs answered (WHAT DOES IT DO being the second). This applies to the minimum bet, as well as to the maximum bet (especially on machines with max-bet progressive prizes). Casinos are not good in communicating this very important piece of information to players.

DAY TWO 26 October

SECTION ONE: The P of Price (continued)

  • How do you create a casino floor based on cost to cover (rather than credit values)? We’ll explore some examples from around the world.


SECTION TWO: The P of Product

  • Different player profiles have different expectations of games; some like it smooth, some like it wild.
  • What makes a game ‘smooth’ or ‘wild’ and how do you communicate this to players? During these sessions volatility and hit frequency will be explained and we’ll also examine some examples from casinos which communicate the volatility of games to the player.

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