Gambling law and regulation conference Regulating the Game announced the latest addition to its 2025 Masterclass Series in Sydney: “Beyond Compliance – Safer Gambling Training and Building a Culture of Customer Care,” presented by Jay Robinson, Chief Stakeholder Relations Officer at Focal Research Consultants.

With over 20 years of global experience in developing and delivering training programs across jurisdictions—from pubs and clubs to casinos and online operators—Robinson is a leading voice in creating safer gambling environments.

“Robinson’s approach focuses on building a culture of customer care that prioritizes player protection and staff well-being while enhancing the overall gambling experience,” a press release says.

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This masterclass will delve into:

• How industry leaders, regulators, and frontline staff can embed a culture of safer gambling.

• The critical role leadership plays in sustaining training initiatives.

• Strategies to extend the reach and effectiveness of safer gambling programs, improve customer experiences, reduce staff burnout, and drive long-term benefits for operators and stakeholders alike.

“Effective gambling staff training must meet the real needs of both staff and customers, ensuring that safer gambling practices become second nature. This masterclass is about empowering organizations to go beyond compliance, fostering a culture of care and leadership that makes a lasting impact,” said Jay Robinson.

According to the announcement, this masterclass is “essential for operational leaders, C-suite executives, regulators, and anyone committed to advancing safer gambling initiatives.” Participants will leave with actionable insights and tools to lead cultural change, elevate training outcomes, and strengthen their organization’s reputation.

The Regulating the Game conference seeks to bridge the gap between regulators, industry professionals, and stakeholders. Now entering its fifth year, the conference continues to attract world-class speakers and attendees, driving discussions on policy, regulation, and sector challenges.

The organisers of the Regulating the Game conference have announced the latest addition to its 2025 Masterclass Series in Sydney: “Beyond Compliance – Safer Gambling Training and Building a Culture of Customer Care,” presented by the renowned Jay Robinson, chief stakeholder relations officer at Focal Research Consultants.

With over 20 years of global experience in developing and delivering impactful training programs across jurisdictions—from pubs and clubs to casinos and online operators—Jay is a leading voice in creating safer gambling environments that transcend compliance. Jay’s approach focuses on building a culture of customer care that prioritises player protection and staff well-being while enhancing the overall gambling experience.

Why attend this masterclass?

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Great training is more than ticking a compliance box—it is the foundation of cultural transformation and customer care. This masterclass will delve into:

How industry leaders, regulators, and frontline staff can embed a culture of safer gambling.

The critical role leadership plays in sustaining training initiatives.

Strategies to extend the reach and effectiveness of safer gambling programs, improving customer experiences, reducing staff burnout, and driving long-term benefits for operators and stakeholders alike.

“Effective gambling staff training must meet the real needs of both staff and customers, ensuring that safer gambling practices become second nature. This masterclass is about empowering organisations to go beyond compliance, fostering a culture of care and leadership that makes a lasting impact,” said Jay Robinson.

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Who should attend?

This masterclass is essential for operational leaders, C-suite executives, regulators, and anyone committed to advancing safer gambling initiatives. Participants will leave with actionable insights and tools to lead cultural change, elevate training outcomes, and strengthen their organisation’s reputation.

Regulating the Game: A leading global event

The Regulating the Game conference has established itself as a flagship event, bridging the gap between regulators, industry professionals, and stakeholders. Now entering its fifth year, the conference continues to attract world-class speakers and attendees, driving innovation and inspiring meaningful discussions on policy, regulation, and sector challenges.

Goulburn Valley Hotel (GVH) Shepparton Pty Ltd has been issued a $100,000 fine for providing false information to the Victorian Gambling and Casino Control Commission (VGCCC).

In November 2022, GVH applied for a licence to operate 40 poker machines at the Shepparton hotel but did not disclose that the licence nominee had been found guilty of 2 counts of negligently dealing with the proceeds of crime, without conviction, in June 2022.

VGCCC CEO Annette Kimmitt AM said it is a requirement under the Gambling Regulation Act 2003 (Vic) that criminal offending is disclosed as part of the licence application process.

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“By providing wrong information, an applicant impedes the regulator from fully assessing their suitability to hold a licence,” she said.

“We expect applicants to abide by the law and provide complete and accurate information. This is a critical part of ensuring that the gambling industry operates with safety and integrity and is free from criminal influence or exploitation.”

Ms Kimmitt said GVH’s cooperation with the investigation was taken into account in determining the fine.

“The $100,000 fine reflects the severity of the offence and should demonstrate to other applicants and operators that we’re serious about compliance with legal obligations.”

Additional licence and reporting conditions have been applied to GVH and another venue operator licence associated with the nominee, Pan Hotels Pty Ltd.

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