The company drives a responsible gaming model based on prevention, education, technology, and strategic alliances, ensuring safe experiences for the industry.
With more than two decades at Caesars Entertainment, Carolene Layugan, Director of The Responsible Gaming Program and Property Engagement, leads one of the most comprehensive responsible gaming programs in the industry. Her work combines technological innovation, strategic partnerships, and a human-centered approach to empower players and strengthen corporate culture. In an exclusive interview with CASINO magazine, she shares Caesars’ vision of responsibility, community, and integrity in entertainment.
What are the main responsibilities of your role as Director of the Responsible Gaming Program and Property Engagement at Caesars Entertainment?
I lead the efforts to ensure that our standards are upheld across all channels. This covers our 55 land-based properties in the U.S. and Canada, as well as our online platforms operating in 35 states. Our mission is for customers to enjoy gaming as a form of entertainment by providing tools and support that encourage informed decision-making. This reflects Caesars’ core values: integrity, service, and community.
How did you become interested in responsible gaming, and what motivates you to work in this field?
My journey began as a legal assistant in gaming licensing at Caesars—then Harrah’s Entertainment—when I noticed regulators showing growing interest in the company’s Responsible Gaming plans. At the time, there was little dialogue around the subject, which sparked my curiosity and commitment to advancing in this area.
There’s also a personal aspect that motivates me: I’ve met people whose lives were affected by gambling problems. Some even had to leave their communities to recover. These experiences stay with me and fuel my passion for creating safer, more supportive environments. Stigma continues to be a major barrier. Like other mental health conditions, gambling disorders are treatable. At Caesars, we work to normalize these conversations through education, awareness, and compassion—foundations of our Responsible Gaming Program.
How do you work with regulators, gaming operators, and mental health professionals?
At Caesars, we believe collaboration and community engagement are essential to building a sustainable, responsible gaming environment. And this must be supported by strong partnerships. That’s why we maintain transparent communication with regulators, sharing our plans and expectations. This ensures that our operations align with regulatory standards and public trust.
Caesars also supports regional Responsible Gaming organizations through sponsorships, memberships, and the active participation of our team members on boards and working groups. Responsible gaming must be a shared priority in all the communities where we operate.
Can you give an example of a successful alliance or collaboration you have participated in within your responsible gaming work?
Caesars has been an organizational member of the National Council on Problem Gambling (NCPG) since the mid-1990s. We were founding partners that helped establish the first national toll-free helpline for problem gambling.
Since 2017, Caesars has made an annual $100,000 investment as a Leadership Circle member. We have also contributed more than $6 million since 1997 to the International Center for Responsible Gambling (ICRG), including a grant of more than $600,000 to advance its research and education initiatives.
How do you stay up to date with regulatory changes and industry standards related to responsible gaming?
Caesars has a dedicated regulatory team in each state where we operate. They ensure that gaming regulations—including Responsible Gaming measures—are implemented in a timely manner. In parallel, we regularly evaluate our standards in both casinos and online platforms. This ongoing review allows us to adapt to regulatory expectations and customer needs.
How do you ensure your program meets or exceeds regulatory requirements?
Our approach is structured and proactive. Our regulatory teams oversee implementation in each jurisdiction, but we don’t stop at compliance. We benchmark our practices against the strongest industry standards and incorporate the best innovations. This continuous process reflects Caesars’ commitment to integrity and responsible entertainment.
Caesars has invested more than $3.4 million in the RG2 system. How does this technology work?
It is one of our key Responsible Gaming application tools, known as RG2. It automates processes such as self-exclusions and entry restrictions and identifies risk patterns. By collecting and analyzing incident data, our Responsible Gaming Ambassadors can engage proactively and support customers when needed.
This approach reflects our commitment to innovation, integrity, and customer well-being, ensuring that technology strengthens both regulatory compliance and the human side of Responsible Gaming.
How do you measure the effectiveness of a program?
Caesars has established a Responsible Gaming Committee to oversee both land-based and online operations. This committee conducts quarterly audits that evaluate implementation, timeliness, and incident reporting. In addition, the Internal Audit team reviews the program annually, comparing internal standards with state regulations to identify gaps and opportunities for improvement.
We also track interaction metrics—the actions of ambassadors, customer reach, and the outcomes they generate. This multi-faceted approach ensures that Caesars’ Responsible Gaming Program not only complies with regulations but also continuously evolves.
What are the main principles of your responsible gaming program?
Our programs are based on principles supported by broad scientific consensus and a commitment to public well-being:
• Shared responsibility: involving governments, regulators, industry leaders, community organizations, individuals, and others.
• Research-based strategies: using data to assess impact and effectiveness.
• Informed consumer: providing clear and accessible information.
• Awareness and education: promoting awareness among employees and customers about risks.
• Training and staff support: ensuring team members are prepared to respond when a customer raises concerns.
• Self-efficacy: supporting decision-making through tools like self-limitation and self-exclusion.
• Protective measures: reserving the right to exclude customers from our venues and online products when necessary.
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What do you consider your greatest achievement or innovation in responsible gaming during your career?
My role is to ensure that our employees receive comprehensive training and awareness on Responsible Gaming. We work to foster a culture where team members feel empowered to report concerns related to problem gambling and feel safe and supported when doing so. One of our greatest achievements is the ability to continuously improve and evolve our program. At the end of the day, we all want the same thing: to ensure that every customer who visits Caesars does so for one reason only—to have fun.
Carolene Layugan: Caesars and its global commitment to sustainable entertainment
The company drives a responsible gaming model based on prevention, education, technology, and strategic alliances, ensuring safe experiences for the industry.
With more than two decades at Caesars Entertainment, Carolene Layugan, Director of The Responsible Gaming Program and Property Engagement, leads one of the most comprehensive responsible gaming programs in the industry. Her work combines technological innovation, strategic partnerships, and a human-centered approach to empower players and strengthen corporate culture. In an exclusive interview with CASINO magazine, she shares Caesars’ vision of responsibility, community, and integrity in entertainment.
What are the main responsibilities of your role as Director of the Responsible Gaming Program and Property Engagement at Caesars Entertainment?
I lead the efforts to ensure that our standards are upheld across all channels. This covers our 55 land-based properties in the U.S. and Canada, as well as our online platforms operating in 35 states. Our mission is for customers to enjoy gaming as a form of entertainment by providing tools and support that encourage informed decision-making. This reflects Caesars’ core values: integrity, service, and community.
How did you become interested in responsible gaming, and what motivates you to work in this field?
My journey began as a legal assistant in gaming licensing at Caesars—then Harrah’s Entertainment—when I noticed regulators showing growing interest in the company’s Responsible Gaming plans. At the time, there was little dialogue around the subject, which sparked my curiosity and commitment to advancing in this area.
There’s also a personal aspect that motivates me: I’ve met people whose lives were affected by gambling problems. Some even had to leave their communities to recover. These experiences stay with me and fuel my passion for creating safer, more supportive environments. Stigma continues to be a major barrier. Like other mental health conditions, gambling disorders are treatable. At Caesars, we work to normalize these conversations through education, awareness, and compassion—foundations of our Responsible Gaming Program.
How do you work with regulators, gaming operators, and mental health professionals?
At Caesars, we believe collaboration and community engagement are essential to building a sustainable, responsible gaming environment. And this must be supported by strong partnerships. That’s why we maintain transparent communication with regulators, sharing our plans and expectations. This ensures that our operations align with regulatory standards and public trust.
Caesars also supports regional Responsible Gaming organizations through sponsorships, memberships, and the active participation of our team members on boards and working groups. Responsible gaming must be a shared priority in all the communities where we operate.
Can you give an example of a successful alliance or collaboration you have participated in within your responsible gaming work?
Caesars has been an organizational member of the National Council on Problem Gambling (NCPG) since the mid-1990s. We were founding partners that helped establish the first national toll-free helpline for problem gambling.
Since 2017, Caesars has made an annual $100,000 investment as a Leadership Circle member. We have also contributed more than $6 million since 1997 to the International Center for Responsible Gambling (ICRG), including a grant of more than $600,000 to advance its research and education initiatives.
How do you stay up to date with regulatory changes and industry standards related to responsible gaming?
Caesars has a dedicated regulatory team in each state where we operate. They ensure that gaming regulations—including Responsible Gaming measures—are implemented in a timely manner. In parallel, we regularly evaluate our standards in both casinos and online platforms. This ongoing review allows us to adapt to regulatory expectations and customer needs.
How do you ensure your program meets or exceeds regulatory requirements?
Our approach is structured and proactive. Our regulatory teams oversee implementation in each jurisdiction, but we don’t stop at compliance. We benchmark our practices against the strongest industry standards and incorporate the best innovations. This continuous process reflects Caesars’ commitment to integrity and responsible entertainment.
Caesars has invested more than $3.4 million in the RG2 system. How does this technology work?
It is one of our key Responsible Gaming application tools, known as RG2. It automates processes such as self-exclusions and entry restrictions and identifies risk patterns. By collecting and analyzing incident data, our Responsible Gaming Ambassadors can engage proactively and support customers when needed.
This approach reflects our commitment to innovation, integrity, and customer well-being, ensuring that technology strengthens both regulatory compliance and the human side of Responsible Gaming.
How do you measure the effectiveness of a program?
Caesars has established a Responsible Gaming Committee to oversee both land-based and online operations. This committee conducts quarterly audits that evaluate implementation, timeliness, and incident reporting. In addition, the Internal Audit team reviews the program annually, comparing internal standards with state regulations to identify gaps and opportunities for improvement.
We also track interaction metrics—the actions of ambassadors, customer reach, and the outcomes they generate. This multi-faceted approach ensures that Caesars’ Responsible Gaming Program not only complies with regulations but also continuously evolves.
What are the main principles of your responsible gaming program?
Our programs are based on principles supported by broad scientific consensus and a commitment to public well-being:
- Shared responsibility: involving governments, regulators, industry leaders, community organizations, individuals, and others.
- Research-based strategies: using data to assess impact and effectiveness.
- Informed consumer: providing clear and accessible information.
- Awareness and education: promoting awareness among employees and customers about risks.
- Training and staff support: ensuring team members are prepared to respond when a customer raises concerns.
- Self-efficacy: supporting decision-making through tools like self-limitation and self-exclusion.
- Protective measures: reserving the right to exclude customers from our venues and online products when necessary.
What do you consider your greatest achievement or innovation in responsible gaming during your career?
My role is to ensure that our employees receive comprehensive training and awareness on Responsible Gaming. We work to foster a culture where team members feel empowered to report concerns related to problem gambling and feel safe and supported when doing so. One of our greatest achievements is the ability to continuously improve and evolve our program. At the end of the day, we all want the same thing: to ensure that every customer who visits Caesars does so for one reason only—to have fun.
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