08121425 Master Surveillance - Level I Book

Surveillance Certification Training Level I AGENDA (subject to change) August 12 - 14, 2025 Santa Ana Star Casino Resort, Albuquerque, NM

Tuesday, August 12

8:00 am – 9:00 am 9:00 am – 10:30 am

Breakfast

Welcome and Class Expectations: Billy David, Bo-Co-Pa & Associates and Abe Martin, Casino Cryptology “Understanding Surveillance Structures and Regulations” Billy David, Bo-Co-Pa & Associates

10:30 am – 10:45 am 10:45 am – 12:30 pm 12:30 pm – 2:00 pm 2:00 pm – 3:15 pm 3:15 pm – 3:30 pm 3:30 pm – 5:00 pm 8:00 am – 9:00 am 9:00 am – 10:30 am 10:30 am – 10:45 am 10:45 am – 12:30 pm 12:30 pm – 2:00 pm 2:00 pm – 3:15 pm 3:15 pm – 3:30 pm 3:30 pm – 5:00 pm 8:00 am – 9:00 am 9:00 am – 10:30 am 10:30 am – 10:45 am 10:45 am – 12:15 pm

Break

“General Operations, Activities and Methods” Abe Martin, Casino Cryptology

Lunch Break (On your Own)

“Introduction to Surveillance Equipment” Abe Martin, Casino Cryptology

Break

“Ethical Standards and Considerations” Billy David, Bo-Co-Pa & Associates Wednesday, August 13

Breakfast

“ Basic Observation and Response Skills” Abe Martin, Casino Cryptology

Break

“Game Assessment and Protection” Abe Martin, Casino Cryptology Lunch Break (On your Own)

“Fundamentals of Investigation” Abe Martin, Casino Cryptology and Billy David, Bo-Co-Pa & Associates

Break

“Surveillance Communications (Verbal and Written)” Abe Martin, Casino Cryptology and Billy David, Bo-Co-Pa & Associates Thursday, August 14

Breakfast

“Course Review (Day 1 and Day 2)” Abe Martin, Casino Cryptology

Break

“Skills Workshop” Abe Martin, Casino Cryptology

Please plan to stay for the entire class on each day to get your certificate of completion. Please be on time for sessions.

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Understanding Surveillance Structures and Regulations Indian Gaming Association Surveillance Level I

Surveillance Structures

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Model Surveillance Department

Reports to the Regulatory Authority

Has a Director/Manager/VP of Surveillance

Model Department: Org. Chart

Has an Assistant Director/Manager

Shift Supervisors

Technical Sub-department

Ample Surveillance Agents/Officers

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Model Surveillance: More than adequately funded

Model Dept. Staff is fully trained and retained Updated training plans, policies Open Communication

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Reality:

Department Lead: Most likely a Director Department 2 nd in charge

Structure: Large Properties (On Average)

Department shift supervisors Surveillance Agents/Officers Technical Services Team Adequate training programs Adequate funding

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• Department head: Director or Manager • Department 2 nd in charge • Possibly shift supervisors or shift leads • Usually adequate Surveillance agents/officers on the team • Technical services, possible but normally 1 or 2 people • Funding is adequate, but the department has to be aware of inventory and funding limits

Structure: Medium Properties (on average)

• Department head: Maybe a manager, Executive Director/Compliance Manager, or maybe the head of the regulatory body, or Casino management • Department Lead may be the 2 nd in charge: many times, the team member who has the most time in the department • Surveillance agent/officers staffing levels struggle • Technical services: it’s usually outsourced (if funding permits) or the individual on the team who is most technically savvy is the tech by default • Funding is very limited

Structure: Small Properties (on average)

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Structures: Org Chart No matter what your structure is, what matters is how well you execute your plans.

What are Regulations?

• A rule or directive made and maintained by an authority.

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Regulations

• A regulation is a legal act which becomes immediately enforceable as law.

• Regulations can be distinguished from directives which, at least in principle, need to be transposed into Tribal. Federal and in some jurisdictions State law.

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• Regulations can be adopted by means of a variety of legislative procedures depending on their subject matter.

• Despite their name, Regulations are primary legislation rather than regulatory delegated legislation; as such, they are often described as "Acts".

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Federal Regulations

• Federal regulations are the general and permanent regulations promulgated by the executive departments and agencies of the federal government of the United States. • The Code of Federal Regulations (CFR) is the codification of these regulations and is divided into 50 titles that represent broad areas subject to federal regulation. • The CFR annual edition is the codification of the general and permanent rules published in the Federal Register by the departments and agencies of the Federal Government. • Rulemaking is the policy-making process for Executive and Independent agencies of the Federal government, and agencies use this process to develop and issue Rules (also referred to as “regulations”)

Federal Indian Regulations

IGRA establishes the National Indian Gaming Commission and the regulatory structure for Indian gaming in the United States. Public Law 100-497-Oct. 17, 1988 100th Congress Sec. 2701.

The Indian Gaming Regulatory Act was enacted by the United States Congress on October 17, 1988, to regulate the conduct of gaming on Indian Lands.

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NIGC: What is their role

• Enforce, regulate and assure Tribes are compliant with the Indian Gaming Regulatory Act (IGRA 88)

• Apart of that process is the promulgation of Minimum Internal Control Standards

NIGC and Surveillance Regulation

• Transition of authority • Tier A • Tier B • Tier C

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Minimum Internal Control Standards aka, MICS

• 25 CFR part 542 and part 543 (CFR=Code of Federal Regulations)

§ 542.1 What does this part cover? (a) This part previously established the minimum internal control standards for gaming operations on Indian land. • (b) This part is suspended pursuant to the decision in Colorado River Indian Tribes v. Nat'l Indian Gaming Comm'n, 466 F.3d 134 (D.C. Cir. 2006). Updated non-binding guidance on Class III Minimum Internal Control Standards may be found at www.nigc.gov.

Part 542 definitions “Surveillance”

SURVEILLANCE ROOM MEANS A SECURE LOCATION(S) IN A GAMING OPERATION USED PRIMARILY FOR CASINO SURVEILLANCE.

SURVEILLANCE SYSTEM MEANS A SYSTEM OF VIDEO CAMERAS, MONITORS, RECORDERS, VIDEO PRINTERS, SWITCHES, SELECTORS, AND OTHER ANCILLARY EQUIPMENT USED FOR CASINO SURVEILLANCE.

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Creation of Tiered Tribal Casinos

• Tier A means gaming operations with annual gross gaming revenues of more than $1 million but not more than $5 million. • Tier B means gaming operations with annual gross gaming revenues of more than $5 million but not more than $15 million. • Tier C means gaming operations with annual gross gaming revenues of more than $15 million.

Why is this important to me?

Tiered Casino Requirements • Tier A gaming operations must comply with §§ 542.1 through 542.18, and §§ 542.20 through 542.23. • Tier B gaming operations must comply with §§ 542.1 through 542.18, and §§ 542.30 through 542.33. • Tier C gaming operations must comply with §§ 542.1 through 542.18, and §§ 542.40 through 542.43.

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General

(i) Bingo

(j) Card games

NIGC MICS Auditing Checklist: Tier A (headers)

(m) Progressive table games

(k) Keno

(l) Table game

(n) Gaming machines

(o) Currency and coin

(p) Image retention

(r) Malfunction log

(q) Video library log

NIGC MICS Auditing Checklist: Tier B (headers)

(k) Card games

(l) Progressive card games

(n) Pari- mutuel

General

(j) Bingo

(m) Keno

(p) Progressive table games

(o) Table games

(q) Gaming machines

(r) Cage and vault

(s) Fills and credits

(t) Currency and coin

(x) Malfunction log

(y) Surveillance log

(u) Change booths.

(v) Image retention

(w) Video library log

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NIGC MICS Auditing Checklist: Tier C (headers)

(m) Progressive card games

(l) Card games

(o) Pari- mutuel

General

(k) Bingo

(n) Keno

(q) Progressive table games

(p) Table games

(r) Gaming machines

(s) Cage and vault

(t) Fills and credits

(u) Currency and coin

(y) Malfunction log

(z) Surveillance log

(v) Change booths.

(w) Image retention

(x) Video library log

Transition from Federal to Tribal

• Gaming Ordinance

• Rules and Regulations

• Tribal Internal Controls or TMICS

• Casino System of Internal Control Standards

• Casino Surveillance Department Policy and Procedures

• Training of Surveillance Professionals

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Classes of Tribal Gaming • Class I = social games played solely for prizes of minimal value, or traditional forms of Indian gaming engaged in by individuals as part of, or in connection with, Tribal ceremonies or celebrations, which require permission only of the Tribal community in which they are conducted. Class I gaming includes raffles for charitable purposes, and with prizes of minimal value.

Classes of Tribal Gaming • Class II = bingo of every kind if played at the same location, whether or not electronic, computer, or other technologic aids are used in connection therewith, pull-tabs, lotto, punchboards, tip jars, instant bingo and other games similar to bingo; also card games, and only those banking card games which were played on the Reservation under Tribal authority on May 1, 1988, and any Class II games as defined by 25 C.F.R. §502.3.

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Classes of Tribal Gaming • Class III = all forms of gaming that are not Class I or Class II gaming as defined in the IGRA, 25 C.F.R. §502.4. “Vegas” style games

What Does This Mean To Me?

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SURVEILLANCE CERTIFICATION LEVEL I

GENERAL OPERATIONS, ACTIVITIES AND METHODS

Abe Martin, CFE, CSP abe@casinocryptology.com 931-CRYPTIC (279-7842) www.casinocryptology.com

INTRODUCTION AND WARM-UP

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Surveillance origins Crossroaders Physical surveillance Handheld cameras Analog cameras/systems Digital cameras/systems

Surveillance Level I

Operational Priorities 1. Objectivity 2. Confidentiality 3. Integrity and Ethics 4. Tradecraft: a. Awareness/observation skills b. Job knowledge (standards, games, equipment) c. Communication (verbal/written)

Surveillance Level I

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PROCESS > OUTCOME

Surveillance Level I

Operational Priorities OBJECTIVITY: Ø Never involved in the process, merely observe/verify and report Ø No interest in the outcome Ø Regulate, not supervise

Surveillance Level I

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Operational Priorities

“CONFIDENTIAL INFORMATION” means:

All data, materials and information relating to Surveillance operations, including the business and management of the operation(s).

Also includes any information which has been disclosed by a third party.

Does not include information that is now or comes to be generally known in the industry or available to the general public.

Surveillance Level I

Surveillance Room(s) Surveillance departments typically span a number of different rooms. Identifying them correctly is always important but sometimes critical. v Surveillance/video room(s) v Review room(s) v Office(s) v Equipment room(s) v Common areas

Surveillance Level I

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STAFFING & SCHEDULING Rooms are usually required to be staffed at all times Supervision must be provided as needed be agent(s) with authority equal or greater than those being supervised Standards for number of agents on duty vary

Surveillance Level I

Pre-shift Preparation

Head-check, heart-check EDC items: GL, keys, passwords, supplies, etc. Clock in on time, with time Briefing Take control of station – activate/test systems Video check Review shift/incident reports Ready to begin shift!

Surveillance Level I

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REACTIVE VS. PROACTIVE Reactive Surveillance

Phone/radio = do things, otherwise TikTok Proactive Surveillance Patrols, reviews or observations; either assigned or on own initiative

Surveillance Level I

Surveillance Posts

PATROL/ SUPPORT

REVIEW / INVESTIGATE

INTAKE

Image Credit: thinking-space.com

Surveillance Level I

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Stages of surveillance Training! Idle/reactive – Waiting for something to happen Routine – Patrolling, no assignment Observation – Special/specific Obs – Review – Investigation –

Surveillance Level I

Monitor/camera config.

Surveillance Level I

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Areas of Responsibility Mandatory observations: Ø Drop/count team(s) Ø Transaction/win verification Assigned observations Table games Back of house Any immediate threat to safety/health

Surveillance Level I

IOU Patrol

When not responding to service calls, Surveillance personnel should be actively patrolling respective areas of responsibility. When patrolling personnel should pause at each game/area and apply the I. O. U. patrol technique

I dentify O bserve U nderstand

Content Credit: Derk Boss

Surveillance Level I

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Employees Players, companions and on-lookers Activity of both Game number/location Game type and/or limits Subject (person) specific details IOU Patrol: Identify

Surveillance Level I

IOU Patrol: observe

Observe the play of the game/activity to determine if there is any indications of criminal activity, procedural violations or advantage play. Tri-shot method is recommended.

Surveillance Level I

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The most effective camera coverage for a player evaluation is the Tri-Shot The Tri-Shot can also be used for several incidents including criminal activity, audits or close watches IOU Patrol: observe / Tri-Shot

Ø View of target/working area Ø Subject/bet/transaction view Ø Area overview Ø Working camera (if 4 th view is available)

Surveillance Level I

IOU Patrol: Outcome

NEGATIVE: Ø Everything makes sense. No violations or suspicions Ø Continue patrol.Wash, rinse, repeat. POSITIVE: Ø Continue observation Ø Refer to controls/colleague Ø Escalate as needed

Surveillance Level I

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Key Takeaways

1. _______ > Outcome 2. What does IOU stand for? 3. First step of pre-shift checklist? 4. Example of information that is NOT confidential to Surveillance. 5. How many views do we need for effective coverage?

Surveillance Level I

BREAK TIME!!!

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Insert title Insert content

Surveillance Level I

CONTENT SLIDE - Basket Insert content

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CONTENT SLIDE – Sturgeon Insert content

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SURVEILLANCE CERTIFICATION LEVEL I

INTRODUCTION TO SURVEILLANCE EQUIPMENT

Abe Martin, CFE, CSP abe@casinocryptology.com 931-CRYPTIC (279-7842) www.casinocryptology.com

Surveillance equipment needs What equipment do we HAVETO have? Many of the devices and components we use are required: Ø Rooms

Ø Cameras Ø Monitors Ø Recording Ø Power Ø Communications Ø Reporting

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Surveillance Level I

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Ancillary equipment

Examples of equipment that may not be required, but are VERY necessary: Ø COMPUTERS

Ø Video Management Systems Ø Digital reporting systems Ø Cooling Ø Sensors/alarms Ø Chairs

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Surveillance Level I

Common surveillance network

Image Credit: edrawmax.com

Surveillance Level I

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Servers

Server is a generic term for a computer that provides resources to other computers. They can come in may shapes and sizes Servers should not normally make beeps or squeals unless something is wrong Yellow, red or no lights are likely indicating a problem

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Surveillance Level I

Servers & storage

Virtual machines are software-based servers, allowing multiple functions from the same device Ø Operating system(s) Ø Active Storage Ø Archive Storage Ø Alarms or Analytics Redundant Array of Independent Disks (RAID)

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Surveillance Level I

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Cameras

Overt or covert Analog or digital, indoor or outdoor Not all digital cameras are POE Fixed PTZ 360°/Fisheye/Panorama Recognition Thermal

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Surveillance Level I

Video Management Systems VMS is essentially just software, some with required hardware Ø All have system requirements that may include other devices ONVIF = Open NetworkVideo Interface Forum Standards that allow devices from different manufactures to communicate and work together Always consider overall performance needs AND growth

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Surveillance Level I

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Keyboard/keypad

Devices usually do more than we think they do Ø Activate PTZ tours

Ø Return PTZ to resting position Ø Joystick controls - variable speed

Ø Buttons to control layouts Ø Activate camera sequences Ø Sometimes customizable shortcuts Check system/Microsoft help files for more information Challenge yourself to find something new!

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Surveillance Level I

Recognition systems

Always need to be cautious of false positives and/or failure to detect Ø Operating system(s)

Ø Active Storage Ø Archive Storage

Ø Alarms or Analytics Systems often depend

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Surveillance Level I

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Access control

Can be physical or logical Many systems use either two-party or automated varieties Doors usually fail open, but it’s important for you to know Also know procedure(s) for what to do if doors stop working Ø Who has override and/or keys Ø Alternative security or surveillance

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Surveillance Level I

Power & Cooling

Uninterrupted Power Supply (UPS) are a requirement for all gaming operations. May be battery backup or a generator, or both Important to know how they communicate Surveillance systems generate a LOT of heat. Cooling is imperative Generally recommended operating temperature is 50° - 81° If cooling fails, room temperatures can go from 50° to 100° in minutes

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Surveillance Level I

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Cables & Connectors

Image Credit: CableMatters.com

Surveillance Level I

Sensors & Alarms

The industry offers many kinds of sensors. Some of the most common are:

Ø Heat/smoke Ø Temperature Ø Motion

Ø Tripwire Ø Contact Ø Pressure Ø Sound Ø Weapon

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Surveillance Level I

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Sensors & Alarms

All of those sensors will alert their condition. A few things every Surveillance person should know: Ø How the sensor alerts/alarms Ø What is sounds like Ø Identification - if reporting to an alarm panel Ø Location and how to relay info to others Ø Process for clearing alarm(s)

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Surveillance Level I

Malfunctions/Logs

Malfunction is commonly defined as a failure to function normally Repairs must be initiated within 72 hours Notifications must be made if malfunction exceeds 24 hours In the event of a dedicated camera malfunction, alternative coverage may be required immediately Reporting should include all of the above, as well as information about detection

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Surveillance Level I

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Peripherals

Monitors: Ø The same, but different Chairs Ø We do the best we can Lighting Ø On or off? Stereo Personal items (soothers)

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Surveillance Level I

Key Takeaways

1. What does UPS stand for? 2. What is a false positive? 3. Describe the difference between a Surveillance Room and a Review Room. 4. Notifications must be made if a device malfunctions for more than ____ hours. 5. Optimal operating temperature range for servers is between ___ and ___.

Surveillance Level I

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BREAK TIME!!!

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Surveillance: Ethical Standards and Considerations Indian Gaming Association Certification Program Surveillance Level I

Discussion about Ethics • Integrity • Objectivity • Expectation of Privacy • Professional Competence • Professional Behavior • Confidentiality Group Project: Group Presentations:

Session Outline

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Integrity

Being straightforward and honest in all professional and business relationships.

Integrity

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Integrity

• Who can jeopardize your integrity?

• Professionally?

• Business/Casino/Tribal/Ga ming Commission/Surveillance?

Does Everyone Have Integrity?

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• Not compromising professional or business judgments due to bias, conflict of interest, or undue influence.

Objectivity

Objectivity: Conflict Management

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Professional Competence

Maintaining and developing professional knowledge and skills.

Expectation of Privacy

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Unconscious Incompetence

Stages of Learning to Build Professional Comptetence

Conscious Incompetence

Conscious Competence

Unconscious Competence

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Professional behavior:

Acting in a manner consistent with the reputation of the profession.

What is Professional Behavior?

Discussion?

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Professional Behavior

Communication in the workplace

Time Management

Respectful Interaction

Adaptability

Ethical Conduct

Communication in the workplace

• Verbal- • Non-Verbal-

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1.Prioritize tasks : Focus on important and urgent tasks first. 2.Create a conducive environment : Set up a space that helps you concentrate. 3.Set goals : Define what you want to achieve. 4.Use the Pomodoro technique : Work in short bursts with breaks in between. 5.Track your time : Understand how you spend your time and make adjustments accordingly.

Time Management: Sometime our biggest struggle

Respectful Interaction

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adapability

Ethical Conduct

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Confidentiality

• Not disclosing information without proper authority or unless there is a legal or professional right or duty to disclose

What does Confidentiality Mean To You?

Write it down…..

Who’s willing to share?

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Everyone Practices CONFIDETIALITY..RIGHT???

What happens is you can be confidential in the Surveillance department?

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Group Project

• Create our own Surveillance Department Ethics

• Break up into groups and come up with your three top Ethical Requirement to be a Indian Gaming Professional

Group Results

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Questions?

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SURVEILLANCE CERTIFICATION LEVEL I

Basic Observation and Response Skills

Abe Martin, CFE, CSP abe@casinocryptology.com 931-CRYPTIC (279-7842) www.casinocryptology.com

BASIC RULES OF OBSERVATION

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Rule #1 – No Smoking Guns

Image Credit: giphy.com

Surveillance Level I

Othello’s Error

Image Credit: giphy.com

Surveillance Level I

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Rule #2 – Keep it simple

Surveillance Level I

Rule #3 – Don’t over-Do It

Surveillance Level I

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3 basic rules of observation #1 – No “smoking guns” or single piece of evidence/footage can make a case alone

#2 – Keep it simple, we’re merely observing for deviations

#3 – Don’t over-do it…more is only better when you can handle it

Surveillance Level I

THE FIVE C’S

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The Five C’s: Context

Surveillance Level I

The Five C’s: Consistency

Surveillance Level I

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The Five C’s: Culture

Surveillance Level I

The Five C’s: Congruence

Surveillance Level I

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The Five C’s: Clusters

Surveillance Level I

The Five C’s

1. CONTEXT 2. CONSISTENCY 3. CULTURE 4. CONGRUENCE 5. CLUSTERS

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Surveillance Level I

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COMMON OBSERVATION BIASES

Availability Bias

Surveillance Level I

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Availability Bias

Surveillance Level I

Availability Bias

Surveillance Level I

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Pareidolia

Surveillance Level I

Apophenia

Surveillance Level I

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RESPONSE PLANS

What would you do?

Surveillance Level I

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What would you do?

Surveillance Level I

Key Takeaways

1. The 5 C’s are:________, Consistency, ________ , Congruence and ___________. 2. Keeping observations “simple” means we are merely looking for ___________ 3. __________ ______ is the tendency to rely on information that comes to mind first 4. How soon should we make notifications after observing an incident?

Surveillance Level I

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BREAK TIME!!!

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SURVEILLANCE CERTIFICATION LEVEL I

Game Assessment and Protection

Abe Martin, CFE, CSP abe@casinocryptology.com 931-CRYPTIC (279-7842) www.casinocryptology.com

INTRODUCTION AND WARM-UP

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View of our Opponents

MIT: To set up an organizational structure which can manage an ever increasing number of players over time while maintaining the strict controls necessary for the successful operation of a professional gaming venture. To earn as much money possible for as long as possible by providing both players and management with the proper incentives to continually perform to the highest levels and standards. To have all the capital ultimately be invested by players, thereby providing players with both the opportunity to take advantage of a potentially profitable investment as well as offering players further incentive to perform their best at all times. Hyland: “Skill Requirements – Basic Strategy Test: Play six shoes on the practice table. One mistake is allowed. Answer twenty rapid fire strategy questions correctly without hesitation.”

Surveillance Level I

Even slots are vulnerable

Modern Slot AP and Scams are a multi-million dollar threat Vulnerabilities are not as secret, or as “safe” as they used to be Laws, regulations and Regulators will always be playing catch-up with technology

Surveillance Level I

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View of Surveillance

One of the many missions of Surveillance is to protect gaming products from all threats including advantage play and criminal activity. This is done through a comprehensive training program that includes player evaluations It is the responsibility of all surveillance personnel to be thoroughly trained in these areas to properly protect gaming assets.

Credit: Casino Security and Gaming Surveillance ~Boss/Zajic

Surveillance Level I

View of Surveillance Best practices for game protection: Ø Effective video coverage

Ø Proactive patrols Ø Evaluation of play Ø Data analysis Ø Communication between Surveillance and the floor

Surveillance Level I

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Don’t forget IOU Patrols

I = IDENTIFY O = OBSERVE U = UNDERSTAND

Credit: Casino Security and Gaming Surveillance ~Boss/Zajic

Surveillance Level I

Player Evaluation

Traditional (old school) evaluation: Ø Identify subject(s) Ø Game play/strategy Ø Advantage play/card counting/money management Ø Suspicious or “unexplainable” activity Today’s evaluations may include several new(ish) data points Ø Player tracking Ø Information sharing networks Ø Open-source intelligence (OSINT)

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Surveillance Level I

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Blackjack Basic Strategy

For the sake of beginning BJ basic strategy: Ø Assume the next/hole card is a 10 Ø Always split Aces & 8’s Ø Never split 4’s, 5’s, or 10’s Deviations in basic can indicate a number of issues: Ø Advantage Play Ø Marked cards Ø Hole card information – intentional or accidental Ø Mucking Check out https://wizardofodds.com

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Surveillance Level I

Basic Strategy: 8-16

ACDEAC HIKL MRSTUA S T U UU UM EEE U EEEEE U EEEEE U EEEEE U EEEEE

H=HIT

S=STAND

D=DOUBLE DOWN

SP=SPLIT

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Surveillance Level I

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Basic Strategy: pairs

ACDEAC HIKL MPRSTUA MDE EEEE DE EEEE DE PDE DE EEEE RDE EEEEEE SDE E E E E E E E E E E TDE EEEEE E EE E E UDE EEEEEEEEEE ADE E E E E E E E E E E

H=HIT

S=STAND

D=DOUBLE DOWN

SP=SPLIT

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Surveillance Level I

Basic Strategy: soft hands

ACDEAC HIKL MRSTUA AM A A A A AR EEE AS EEEEEEEEEE AT EEEEEEEEEE

H=HIT

S=STAND

D=DOUBLE DOWN

SP=SPLIT

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Surveillance Level I

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LET’S TRY IT!

Basic Strategy: Blackjack

SPLIT

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Basic Strategy: Blackjack

DOUBLE

Basic Strategy: Blackjack

HIT

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Basic Strategy: Blackjack

STAND

Basic Strategy: Blackjack

SPLIT

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Player evaluations

Rating and comping players go hand in hand Know which of your games are rated and how it is done; automated or manual ratings Calculating the average bet is important because an average bet too low will result in less comps and an average bet that is too high will result in more comps

Surveillance Level I

Player evaluations

If a player is using a “club” card, there’s more info! Verify data (with video): Ø Biographical (consider cross-reference) Ø When rated play opens, closes or changes locations Ø Betting average and/or total Ø Game states for slots/table games respectively Ø Some moves to be aware of…

Surveillance Level I

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Slot Specific Evaluations

Obviously, monitor for unusual behavior/posture ANY foreign devices on or around machines Casino data systems are for more than jackpots Monitor for illegal/unusual door access Actually watch people working on machines Compare machine count (from CDS) to count team and/or drop checklist Analyze slot data/performance: (coin in – (coin out + jackpots))

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Surveillance Level I

Coin in = 4907 Coin out = 567 Jackpots = 4000 4907-(567+4000)= 340 YAY!

Coin in = 2193 Coin out = 5280 Jackpots = 0 2193-(5280+0)= -3087 BOOO!

Credit: FBI

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Key Takeaways

1. Communication between Surveillance and __________ is important for good game protection. 2. Name one traditional component of player evaluation. 3. Name one modern component of player evaluation. 4. In blackjack basic strategy, what hands should ALWAYS split? 5. What is the most efficient way to detect slot scams?

Surveillance Level I

LUNCH TIME!!!

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Conducting Surveillance Investigations

IGA: Surveillance Level I

Conducting Investigations

Determining when to investigate?

What kind of investigations do you conduct?

What are your investigation protocols?

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Governing Documents

• Identify what authority the governing documents grant you to perform an investigation: • Tribal Gaming Ordinance • Tribal State Compact • Internal Control Standards • Commission Policy and Procedures • Investigation Protocols

Common Practices and Processes

• Research, • Interview/Interrogations, • Notes, • Evidence, • Report Writing, • Disclosure,

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Research/Training

• Once you start your investigation, do your research; Ø Be knowledgeable of your topic and/or topics you are investigating, Ø Take time to research or get training

Video Review

• Understand how video is obtained, how it is accessed, and how it is retrieved.

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Video Review: Techniques

• Understanding Body Language and Behaviors

• Why is this helpful?

• What is the purpose of understanding body language?

Taking Notes

• When performing the reviews make sure that you take in depth notes, • Keep notes in logbook confidential logbook, • Make sure your note times, dates, names and comments made by the interviewee, • Identify any documents, individuals or other notable items, • Make sure you are documenting all processes as well as potential evidence

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Evidence

• Make sure that you have good solid processes for evidence covering the minimum: ü How you obtain evidence,

ü How evidence is handled (establish a “Chain of Custody” Policy) ü Storage location that is secured and has policy and procedures

Conducting Reviews

• Make determinations about what kind of reviews you will be conducting: Ø Legal/Criminal: Violations of Tribal, Federal or State law (where applicable) Ø Financial: Variances Ø Compliance/Regulatory: Regulations, Internal controls Ø Other: Department Policy

Ø Or, a combination of all of the above

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Investigation: Legal/Criminal

• Realize that some investigations may start out for other purposes but could turn into a legal investigation.

Legal/Criminal Investigations • If you come across a legal/criminal investigation, make sure that you follow the Tribal investigation protocols when inviting outside law enforcement to be involved in the investigation. • Most likely you will conduct 90% of the investigation when you determine that your review is of a criminal nature. • Be prepared to explain/justify why you believe this is of criminal nature. • Make sure that you are documenting all processes.

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Assigning the Investigations

• How are reviews assigned to the surveillance department? • Discussion

Assigning Reviews

• If you are the one responsible for assigning reviews, make sure that you have the following in place: Ø Investigations/Review Logs: This can be in any style, alphanumeric, or a code followed by the Surveillance department. Ø Properly Trained Surveillance Agent/Officer: Many of us have Compliance investigators, and they are trained in all aspects of the casino. However, it's essential to realize that some investigators may excel in certain areas of the Casino More than others.

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Report Writing

• At the end of all investigations/reviews, you must compile all the data/findings in a readable report. • If you are a novice, just make sure you cover the basics: q Who, What, Why, When, Where and How q Be aware, do not make the report one sided, unless all of the evidence leans that way, q Stick to the facts of the investigation

Disclosure • Once your report is completed and has been proofed you may be required to present your findings to the regulatory body to be considered for a licensing action or even worse, criminal action.

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Results and Consequences

• Your investigation/reviews hold a lot consequences for the individual(s) you are investigating. • The results could be: o Licensing Action, o Criminal Prosecution o Termination

Be Prepared for Anything

• You may investigate anything from; Ø Procedural violations, Ø Theft, Ø Embezzlement, Ø Fraud,

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Confidential

• It is very important that you keep all your investigation findings confidential,

Can you identify your tools

• You have many tools at your leisure; • Make sure that you know what those tools are

Slot accountability systems, Surveillance Systems, Video Analytics, Audits, Colleagues, and the list goes on and on.

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Let's Practice: How do you write this report?

And One More

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Last One

Questions

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SURVEILLANCE CERTIFICATION LEVEL I

“Surveillance Communications (Verbal and Written)”

Presenter Info

Communication is the process of sending and receiving messages through verbal or nonverbal means. It involves conveying and receiving information through a range of verbal and non-verbal means, such as speech, writing, graphical representations, signs, signals, and behavior. Communication skills are used in various situations, such as delivering a presentation, brainstorming with coworkers, addressing a problem with a boss, or confirming details with a client.

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Verbal communication involves using words to express ourselves. It includes both oral and written communication. Key points about verbal communication

• Spoken communication : Using words, tone of voice, and body language to convey a message. • Written communication : Using written words in emails, letters, memos, and reports.

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Different Kinds of Verbal Communication • Verbal Communication : Speaking clearly and effectively. • Non-Verbal Communication : Using body language and gestures. • Written Communication: Writing emails, reports, and other documents. • Active Listening : Paying attention and understanding others. • Public Speaking : Presenting to an audience. • Visual Communication : Using images, charts, and graphs. • Digital Communication : Using technology for communication. • Emotional Intelligence : Understanding and managing emotions. • Cohesion and Clarity : Making ideas clear and connected. • Friendliness : Being approachable and positive.

Verbal Communication: How do you use it in the Surveillance Department

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In surveillance, you must learn how to master this type of communication. Since you observe through the lens. Appearance Actions Let's Observe Non-Verbal Communication

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Let's Discuss

What did you see? How would you verbally communicate the incident? How would you actively listen to a peer explaining to you what happened? How do you practice emotional intelligence? Its important when you see traumatic events to know how to do this.

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Written communication

In surveillance, you do a LOT of writing…..

How well do you rate your writing skills?

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We stick to what can be proven by the video. In surveillance, we are technical writers

It becomes dangerous if we adlib or are a little bit to creative.

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How does the flow of communication work in your casino? Discuss…..

Can you identify all the different forms or items involved in communication in your position?

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Communicator's

Phones Email Cell Phones

Slot Machines System Alerts Table Game Transactions Point of Sales Systems Team Members Social Media

How do you make it all work

Be clear

Be Calm and consistent.

Use and read body language

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Questions & answers

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SURVEILLANCE CERTIFICATION LEVEL I

Course Review

Abe Martin, CFE, CSP abe@casinocryptology.com 931-CRYPTIC (279-7842) www.casinocryptology.com

Structures & Regs

Regulatory origins: IGRA NIGC

Tribal Ordinances & Charter(s) TGRA (and State, if compacted) TICS, SICS, P&P

Image Credit:

Surveillance Level I

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Structures & Regs

Tiers: Tier A = $1M-$5M Tier B = $5M-$15M Tier C = >$15 Classes:

Ø Class I = Social games, small prizes Ø Class II = Player banked games Ø Class III = “Vegas Style” house banked

Surveillance Level I

Structures & Regs

Executive Director

Surveillance Director

TGRA

Manager

Supervisors

Technician(s)

Lead(s)

Agents

CASINO

Surveillance Level I

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Operations & Activities

Priorities:

Ø Objectivity, confidentiality, integrity, ethics and tradecraft. Pre-shift prep, proactive and reactive activities Process > Outcome

IOU Patrols Teamwork!

Image Credit:

Surveillance Level I

Equipment

Networks:

Ø Objectivity, confidentiality, integrity, ethics and

Image Credit: Image Credit: edrawmax.com

Surveillance Level I

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Equipment

Server/Switch Indicators:Yellow, red or no lights Always be mindful of server temps Raid = Redundant Array of Independent Disks VMS =Video Management System Build your keyboard command vocabulary Access control contacts can cause faults Camera types:

Ø Overt or covert Ø Analog or digital Ø Indoor or outdoor Ø Fixed or PTZ

Image Credit:

Surveillance Level I

Equipment

Pressure and sharp angles are bad for cables! Know how your alarms report and locations Malfunction Logs: Ø 72 hours to initiate repair efforts Ø 24 reporting requirement Ø Alternative coverage Ø Be sure to log details start to finish

Surveillance Level I

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Ethics

Integrity Objectivity Expectation of privacy Professional Competence Professional Behavior Confidentiality

Surveillance Level I

Observation & Response

3 rules of observation: Ø No smoking guns, Ø Keep it simple Ø Don’t over-do it 5 C’s: Ø Context Ø Consistency Ø Culture Ø Congruence Ø Clusters

Surveillance Level I

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Observation & Response Awareness Biases and Affects: Ø Availability Bias

Ø Anchoring Ø Pareidolia Ø Apophenia

Surveillance Level I

Game Protection

We will play catch-up with technology The best, most effective scams, are the ones we’ve never seen Most of good game protection is identifying deviations Data is increasingly more effective than video

Image Credit:

Surveillance Level I

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Game Protection

Surveillance Level I

Coin in = 4907 Coin out = 567 Jackpots = 4000 4907-(567+4000)= 340 YAY!

Coin in = 2193 Coin out = 5280 Jackpots = 0 2193-(5280+0)= -3087 BOOO!

Credit: FBI

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Investigations

Authority to investigate comes from: Tribal Gaming Ordinance Compact IGRA Local Controls and P&P Common practices and processes Research, interviews, notes, evidence, report writing and disclosure

Surveillance Level I

Investigations

Identify evidence types: Perishable Best Working Determine scope: procedural or criminal Establish reporting group and who you can share information with Confidentially can be more important than ever

Surveillance Level I

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Communications

Verbal Communication includes intrapersonal, interpersonal and public Underlying elements of speech Aspects of non-verbal communication Gestures, posture, expressions and touch

Image Credit:

Surveillance Level I

Communications

ALWAYS documented. Always professional and unbiased. State facts not opinions or speculations.

Accuracy is critical; more important than efficiency. Continuity might not seem important, until it is. Adhere to department formats and/or scripts. Phone & radio voice should always be the same. People and locations need to be identified correctly and clearly in written reports.

Remember that we regulate, not supervise. Giving advice to casino/floor personnel compromises your objectivity.

Surveillance Level I

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BREAK TIME!!!

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SURVEILLANCE CERTIFICATION LEVEL I Skills Workshop

Abe Martin, CFE, CSP abe@casinocryptology.com 931-CRYPTIC (279-7842) www.casinocryptology.com

“The Big Picture”

Design the perfect monitor/camera layout for your Surveillance workstation.

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BODY LANGUAGE EXERCISE

Group divides into teams of 4 -5 each.Teams take turns communicating without words.

“Love Connections”

Attendees take turns identifying a variety of surveillance devices, cables, and connectors

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