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\CopyrightLine[Copyright]{201x}{Institute of Advanced Engineering and Science.}

%%author
\author[*]{\bfseries Ale\v{s} \v{S}kerbinek}
\author[*]{\bfseries Bo\v{s}tjan Vlaovi\v{c}}
%\author[**]{\bfseries Third Author}
%%author's affiliation
\affil[*]{Faculty of Electrical Engineering and Computer Science, University of
Maribor}
%\affil[**]{Department of Whatever, Institute of Wherever}

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\title{Advanced Player Tracking System}
\shorttitle{Advanced Player Tracking System (Ale\v{s} \v{S}kerbinek)}

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\journalname{International Journal of Electrical and Computer Engineering (IJECE)}
\journalshortname{IJECE}
\journalhomepage{http://iaesjournal.com/online/index.php/IJECE}
\vol{x}
\no{x}
\months{May}
\years{2013}
\issn{2088-8708}

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\textbf{Article Info}
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\begin{history}

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Received \today
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Revised 
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Accepted

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\begin{keyword}

%%write keyword here. separate by \sep
%First keyword \sep Second keyword \sep Third keyword \sep Fourth keyword \sep Fifth keyword
Gaming industry \sep SAS \sep RFID card reader \sep Sessions \sep Feedback Promotions \sep Bounce Back Bonus \sep Cashless \sep Point Redeem \sep Slot Reservation 

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\begin{abstract}
%% Text of abstract
The Player Tracking System (PTS) is already well renowned in the Casino
industry. It can track the activity of users and monitor the performance and
operation of gaming machines. The recognized downside of such a system is that
users usually do not want to be tracked, mostly, because they feel that the
functioning of the gaming machine might be tampered with to minimize their
winning potential.  PTS has to offer a variety of services to stimulate a user
to use the membership card. In this paper, we propose an Advanced PTS that
simplifies some tedious tasks, automates conversion of bonus points to playing
credits, displays jackpot counters, introduces the gaming machine reservation
system, provides cashless transfers, delivers interactive personalized awards
and promotions with prize winning games, enables ordering of refreshments from
the gaming machine, and provides some additional innovative features. Its use
reduces the workload of casino employees and enables the casino management team
to access configuration of the system and analytical data with the use of a web
browser from all desired locations and devices. The biggest installation of the
presented APTS manages more than 400 gaming machines, and is well-received by
the users.
\end{abstract}
}
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\\
\emph{\textbf{Corresponding Author:}}\\
%% correspondence info. separate by \\
Bo\v{s}tjan Vlaovi\v{c}\\
Faculty of EE \& CS, University of Maribor\\
Koro\v{s}ka cesta 46, 2000 Maribor\\
+386 2 220 7217\\
bostjan.vlaovic@um.si
}
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\section{Introduction}
\label{}
The Player Tracking System (PTS) is already well renowned in the casino industry.
It can track the activity of users and monitor the performance and operation of
gaming machines.  Its main objective is to provide users with better experience by
automating some tedious tasks and providing additional entertainment with
personalized and interactive content delivery \cite{fertitta2001multi}.

Most of the existing systems identify the user by a personal membership card
that is inserted into the integrated card reader during the use of the gaming
machine. The system can track games that were played \cite{acres1997method} and store
the collected data in a database at the Central Server (CS). 
One of the well-received means is the use of the RFID contactless membership
cards \cite{evizal2013,shashank2013,gunawan2017}. Acquired data can
be used to classify users to membership levels, award them with bonus points
and other gifts, e.g., coupons for discounted meals, drinks, shows, rooms, etc.
PTS helps to entice users to return to the casino \cite{guinn2011player}.

The recognized downside of such a system is that users usually do not want to
be tracked. Mostly, because they feel that the functioning of the gaming machine
might be tampered with to minimize their winning potential. Therefore, the
system has to offer a variety of services to stimulate a user to use the ID
card. Experience shows that awarding users with bonus points and gifts is not
enough. Players should be stimulated by various additional benefits.

In this paper we propose an Advanced PTS (APTS) that implements innovative
approaches to stimulate users to use membership cards, provides interactive delivery
of awards and promotions, reduces interaction with the staff, and provides some
additional innovative features. The presented APTS is already installed at
various casinos and is well-received by the users \cite{skerbinek2012diploma}.

After careful consideration, we have decided to focus on the following
features:
\begin{itemize}
  \item management with the web browser,
  \item personalized touchscreen interface for the user,
  \item conversion of bonus points to playable credits,
  \item cashless operation with additional security, 
  \item a gaming machine reservation,
  \item display of the jackpot counters, 
  \item ordering of refreshments, and
  \item various promotions targeted at the user.
\end{itemize}
    
APTS should implement a web frontend that will enable a casino management team to
access configuration of the system and analytical data with the use of the web
browser from all desired locations and devices.

Personalization of services is possible with the use of RFID contactless membership
cards.  Display and user input should be provided by a modern touchscreen interface. 

A welcome benefit for most users is the possibility to convert bonus points to
playing credits directly at a gaming machine without third-party assistance
\cite{guinn2011player}. Point Redeem functionality converts player bonus points
to playable credits directly at the gaming machine. This greatly reduces
interaction with the staff and speeds up the process. 
Users are classified to membership levels based on the number of acquired
points. A number of acquired points in a specified time period might be the
basis for special offers. Therefore, the system has to enable the user to check the
amount of acquired points - current, lifetime, and in a specific time period
(last year, month etc.). Lifetime points present the sum of all acquired points
since the user has joined the casino's Loyalty Program. 

Cashless operation enables a user to open a virtual bank account at the casino.
The membership card has similar functionality as an ATM card. Users can
transfer money from their virtual account to the gaming machine or vice versa.
Gaming machines distinguish between three types of credits: Cashable,
restricted promo, and non-restricted promo. We support these with three sub
accounts \cite{sas2002igt}. We provide additional protection from the misuse of the
membership card by the Personal Identification Number (PIN).

Some users want to get some fresh air or go for a short walk, but they do not
want some other user to occupy their favorite gaming machine. According to
the membership level, casinos can grant user the power to reserve a machine
under certain conditions and for a limited time \cite{peters2012gaming}. Slot
Reservation functionality provides reservation of the machine for a limited time.
The time period, as well as other conditions which a user has to meet to be
allowed to use this option, have to be configurable.

Some users can entertain themselves at a gaming machine for hours at a time.
During these extended periods, a user will likely desire some refreshments
\cite{kuehling2008player}. Personal Attendant is a simple functionality for
calling casino attendant if help is needed or the user desires to order some
snack.  Furthermore, the user should be able to place an order directly from
the gaming machine. This also reduces greatly the workload of the attendants,
who just deliver ordered items and do not have to collect orders first.

Casinos provide promotional materials to users, but most of them are never
used, even if they are targeted at the specific user group. APTS should
enable delivery of promotions directly to the gaming machine. Individual
preferences of the membership card user can be taken into account, which is currently
not supported by the known systems \cite{baerlocher2015gaming}. In this paper
we introduce  Bounce Back Bonus, Jackpot Check, and Feedback Promotions.

During the development we have followed trends in the user interface
design and best coding practices with focus on the code readability and
with future extensions in mind.

The structure of the paper is as follows. In Section 2 Results and Discussions
are given. In Section 2.1 we propose a scalable hardware platform.
In Section 2.2 we present software solutions, including implementation of the
Slot Accounting System, introduction of sessions, some new features, and
development of player tracking module add-on for the gaming machines. The paper
concludes with Section 3 where we give an overview and outline the possible
directions for the future.


\section{Results and Discussions}

In this section solutions for proposed features are presented and discussed.
First, we introduce the hardware platform of the proposed system. It is
followed with the software solutions for the proposed innovative features.

\subsection{Hardware Platform}

%shema sistema
\begin{figure*}[t!]
\begin{center}
\includegraphics[width=0.80\textwidth]{PTS_general_scheme.eps}
\end{center}
\caption{Advanced Player Tracking System overview}
\label{general-system}
\end{figure*}

To overcome the detected shortcomings of the existing systems, we have decided
to propose a scalable hardware platform. With the distributed functionality approach we
strive to support future upgrades at minimal costs to the customers.
Figure \ref{general-system} presents the basic building blocks of the APTS platform.

The system is controlled by a Central Server which is managed with the use of
the web fronted from the selected IP addresses. The CS contains a database and
enables the casino management team to access the system's analytical data and
available configuration tools. No other unit is accessible via the Internet,
thus the Central Server requires two network adapters, the first for the
Internet, and the second for the Floor Network.

The Floor network is a local area Ethernet network and connects the Central Server to
an optional JackPot Controller (JPC) and several Box Servers (BS). When a change of
settings is detected, it is redistributed to the JPC and BS by a special service.

JPC manages various jackpot counters that are
increased based on the activity of the gaming machines that are assigned to
the counter. Each counter has minimum and maximum values. 

The majority of the system logic is implemented at the Box Servers. 
Each BS usually manages up to 8 USB-RS422 Hubs, while each of them provides an
interface to 6 gaming machines. Therefore, BS can provide access to 48
gaming machines. Usually, casinos assign up to 20 gaming machines to each box.
The number of used BS is limited only by the capabilities of the network and
CS, which is not a real concern for any practical implementation. The biggest
installation of the APTS managed more than 400 gaming machines. 

APTS has to establish a connection to each gaming machine. It has to acquire
information about games, statuses, and events executing on the machine, and
provide means for the introduction of new features. We have researched
available approaches, and have decided to implement the Slot Accounting System
Protocol (SAS) that is supported by most gaming machine manufacturers
\cite{sas2002igt}. 

Each gaming machine is extended with the Interface Board (IB) that connects to
USB-RS422 Hub. The IB connects to a gaming machine with at least two
interfaces: Connection to the gaming machine's logic board via RS232, and a
connection to switches that detect tampering with the doors and failure of the
primary power.  To be able to monitor digital inputs non-stop and trigger
alarms in the case of misconduct, it has to be powered independently from the
primary power supply of the gaming machine. We have decided to provide power
over the RS422 bus.  Connection to additional functional units, like Bill
Acceptor, Coin Acceptor, Ticket Printer are possible. IB supports up to three
serial ports, 8 digital inputs, and an I$^2$C bus. Serial port signal levels,
RS232 or TTL, are selectable by jumpers. Additionally, IB provides the means to
extend the gaming machine with custom-made units, like Player Tracking Module
(PTM) that we have developed as a user interface. 

The presented implementation of the PTM is based on an 8-bit PIC18F46J11
microcontroller \cite{microchipPIC18F46J11} that is connected to the I$^2$C bus.
PTM includes a capacitive touchscreen and RFID card reader. The resolution of
the touchscreen is 480x272px. Images, fonts, texts and other files being shown
on display are stored on the internal SD card. Files can be copied directly to
the card or uploaded via the serial interface.

RFID communication between membership card and the reader is achieved without
galvanic contacts that are prone to faulty contacting, dirt, unidirectional
insertion, etc \cite{finkenzeller2010rfid}. For the convenience of the user,
the card reader provides a special slot for the membership card. After the insertion
of the membership card, ID and a corresponding Cyclic Redundancy Check (CRC) is
read every two seconds until the card is removed. There were no major problems
detected with this approach, but, occasionally, the reader failed to read the
ID. False detection of the card removal presented an inconvenience that we have
tackled with an additional IR LED transmitter-receiver pair.  This approach has
improved the operation, but accumulated dirt might interfere with the card
detection on very rare occasions.

\subsection{Software Solutions}
Software solutions were developed for CS, BS, and PTM. 
User Interface for the
Casino Management Team is designed as a web application with HTML5, CSS3, PHP,
jQuery, JavaScript, JSON, and Ajax. Data is stored in an Oracle database 11g
\cite{greenwald2008oracle}. Software solutions for CS are beyond the scope of
this article. We will focus on the functionalities that are implemented on the
Box Server and Graphical User Interface (GUI) for the Player Tracking Module.
After some consideration, the platform-independent programming language Qt was
selected for the development of the Box Server software.  Detailed
documentation and many examples are readily available \cite{molkentin2007book, blanchette2008c++, thelin2007foundations}.  GUI for the PTM
was developed with the use of dedicated environment eGFX Designer. 

\subsubsection{Slot Accounting System}

SAS protocol defines a communication interface between gaming machine and
system host. By definition, a system host is everything that is not part of the
gaming machine. It can be interfaced to a host either by daisy chaining
multiple gaming machines to a single collection unit, or by connecting single
machines to smart interface boards. To achieve higher data rates per gaming
machine and avoid addressing issues, we have decided for the later
\cite{sas2002igt}. The Slot Logic Board connects to the IB with a 19,200 baud
RS232 connection (Fig.  \ref{general-system}). The 11-bit data packet consists
of one start bit, eight data bits, a ninth wakeup bit, and one stop bit.

Communication is initiated by sending messages using
general and long polls. General polls are used to request event exceptions,
such as: Game played, cashout button pressed, cashbox full, etc. Long polls are
used to request basic information (type R), to send information and configure
the gaming machine (type S), to configure or retrieve information for the specific
game (type M), or pools might be sent to multiple gaming machines simultaneously
(type G) \cite{sas2002igt}.  

Data is gathered at regular intervals with general and long polls. The interval
is configurable. The first message of the general pool includes the machine's address
OR-ed with 0x80 and the wakeup bit. Gaming machines use the wakeup bit to
determine whether the received byte is the first byte of a new message or an
additional byte of the current message.  If no exceptions are pending, gaming
machine responds with 00 (no activity), otherwise it sends corresponding
exception code \cite{sas2002igt}. 

Additional data is requested by long polls, e.g., Send current credits, Send
meters, Send selected game number. First message of the long poll includes
machine's address and the wakeup bit. The one-byte command might be followed
by several data bytes. The last byte of the long pool is CRC. 
Because some machine manufacturers do not support all pools defined by
the SAS, a list of available pools is configurable. 

\subsubsection{Sessions}
\label{session}
We support two types of sessions. The General Session (GS) starts when the user
authorizes with the membership card (Fig. \ref{msc}, a).  If the card is not
inserted, Uncarded Session (US) is started. Each session has a unique session ID.

To make a detailed analysis of the user's actions on a gaming machine possible,
all data has to be recorded. During the GS, detailed session data
are polled from the gaming machine. Acquired information is then sent to
service running on the Casino Server and data are saved to database  (Fig.
\ref{msc}, b). 
For this, XML formatted strings are sent over the TCP (Fig. \ref{xml}).
General Session terminates if: 
\begin{itemize}  
\item the membership card is removed and no playable
  credit is present on the machine,
\item predefined inactivity timeout occurs, or
\item reservation of the gaming machine is made.
\end{itemize}  

%\begin{figure}[h]
%\centering
%\includegraphics[scale=0.5]{figure1}
%\caption{Effects of selecting different switching under dynamic condition}
%\end{figure}

\begin{figure}[ht]
\begin{center}
\includegraphics[width=0.90\textwidth]{pts_msc_ab.eps}
\end{center}
\caption{Message Sequence Chart: card inserted, session start, Cashless, 
session data transfer}
\label{msc}
\end{figure}

\begin{figure}[ht!] 
  %\begin{center} 
    \lstset{language=XML} 
    \begin{lstlisting}
<APT_MESSAGE>
    <VERSION VALUE="11" />
    <CONTENT CMD="7A" TIME="2018-01-22_05:51:24.315"
        SEQUENCE="567" SLOT_ID="31" PLAYER_ID="4831" CREDIT="851353" />
</APT_MESSAGE>
    \end{lstlisting} 
  %\end{center} 
  \caption{XML formatted string with session data} 
  \label{xml} 
\end{figure}

If a user forgets to insert the membership card Uncarded Session is started. It
starts every time no other session is running, and credits at the gaming machine
increase. The user can load credits by inserted money, a purchased ticket, or any
other supported way. US closes when credits drop to zero or after
predefined time of inactivity.

In some cases, we can link games that were played within the US to the user.
If a membership card is inserted during such session, a new General Session is
established and the session ID of the closed US is used to link data to the
user. If GS was closed due to the inactivity timeout, US is started. 
Because credit is not zero, a user may play games even if the membership card is
removed. These games are played within US, but can be linked to the user, too.

Next, we present some innovative functionalities of the APTS.

\subsubsection{Slot Reservation} 
\label{reservation}
The reservation of the gaming machine (Slot Reservation) can be implemented with
the SAS Shutdown Command. It does not actually shut down the gaming machine,
but only makes it unplayable. Slot Reservation is triggered by selecting a
corresponding menu action at the PTM. The system transmits a long poll 
0x01, Shutdown (Lock Out Play). The gaming machine responds with 0x01-0x7F for ACK or
0x81-0xFF for NACK. Value of the ACK corresponds to the address of the gaming
machine, while at NACK, the address is OR-ed with 0x80 \cite{sas2002igt}.

During the testing we have found that gaming machines from different
manufacturers do not respond in the same manner. If a gaming machine
reservation request is sent during a game, some gaming machines accept the
reservation and it is executed after the game is completed, others deny
reservation. To solve this issue we have implemented a command buffer where
commands wait until specific conditions are met. In the case of the Shutdown
Command, it is not transmitted to the gaming machine until the Game End
exception is received.  Usually games are completed in a few seconds or less.
During this period we notify the user with an appropriate message on the
touchscreen. 
%Another issue was cashout while locked!%

\subsubsection{Bounce Back Bonus} 
\label{bbb}
Bounce Back Bonus (BBB) helps to stimulate a user to visit the casino 
as soon as possible. The user is awarded with credits based on the amount
spent during the last visit. Players are allowed to redeem the award only a
couple of days after the last visit. The exact time period, as well as the
amount, is configurable. This is best explained by an example. 

A player visits the casino on Monday and spends \euro 100. The casino awards
the user with 5\% BBB if they visit one of their venues in the next three days.
The user will be able to redeem \EUR 5 worth of playable credits if he/she
returns not later than Thursday. Usually, the BBB amount is not a linear
function of the spent amount, but casinos define different spending levels.
Each level can have a different BBB amount. 

\subsubsection{Cashless} 
\label{cashless}
SAS defines cashless transfers within Advanced Funds Transfer (AFT)
\cite{sas2002igt}.  Everything is managed by the BS and stored on the CS. If
Automatic Cashless Transfer is enabled for the user, the amount to be
transferred is reserved on the CS. For each transfer BS notifies CS if the transfer
was successful. If successful, the reserved amount is deducted from the user's
balance, if not, the reservation is released. When the user removes the card, the
reverse operation is performed and remaining money is transferred from the
gaming machine back to the account.  We should emphasize that the balance of
the user is not stored on the card. 

A player can always check his current balance, transfer selected amounts
manually from and to the gaming machine, and enable Automatic Game Time
Transfers (AGTT) to automate the transfer. If AGTT is enabled, and the amount
of credits is below the defined minimum value, an additional predefined amount is
transferred to the gaming machine (Fig. \ref{msc}, a). These values can be
configured on a per-user basis.

\subsubsection{Feedback Promotions}

Casinos want to award loyal users with additional gifts or benefits. Users
do not visit a casino only to play, but also to be entertained.  Thus, delivery
of the awards has to be as entertaining as possible.  Interactive Feedback
Promotions upgrade simple promotional messages with user interaction. This
might be a confirmation of the offer, or an entertaining game where users can
earn additional awards. 

Games can be nested into one another without practical limits. Money and amount
of points can be fixed or set dynamically, based on the selected parameters,
e.g., the amount of money that was spent in the last day. Money awards are
uploaded to the used gaming machine, points are added to the user's point 
balance on the CS. If the award is material in nature, a coupon for
picking it up is printed by the ticket printer.

We present two examples of such games, Pirate's Chest and Deal---No deal. 
Pirate's Chest is a game where the configured number of treasure chests are shown
on the display. A player can select which one to open and win an award
that might be inside. The user can win another game, a predefined amount of money,
some playing points, or a gift, e.g., free meal, drink, jewelry, or
another game. 

In the game Deal---No deal the user is offered an award which can be accepted or
rejected. If rejected, the user is offered another award that can be either of
higher or lower value. The user can again accept or reject the offer. In every
iteration the user is notified how many offers are left. The last offer can not be
rejected. Most of the parameters, e.g., number of iterations, minimum and
maximum award value, are configurable.

\subsubsection{Jackpot Check} 
\label{jackpot}
Jackpot counters are managed by the Jackpot Controller. They are incremented
for a specific percentage of the money spent on the gaming machines associated
with each counter. Each counter can have different percentage settings. 
Each machine can contribute to multiple or no Jackpot counters, 
depending on its configuration.

While the counter approaches the maximum value, the probability of the jackpot
increases accordingly. Therefore, users are eager to know the current value of all
relevant counters. Usually, big displays are used to present the jackpot
counters. The Jackpot Check feature sends a TCP request to the JP Controller for the
last values of the counters and displays them on the touchscreen. This enables
users to track relevant counters directly at the gaming machine.  


\subsubsection{Graphical User Interface} 

The GUI of the PTM consists of several predefined screens that
can be grouped in playlists. Each screen and playlist can be customised by the
customer. A great deal of customization is available. They can be configured
for each individual user, but this is usually not the case.

In standby mode, the idle screen usually displays a casino logo and text:
"Please, insert your card!". When a membership card is inserted, General
Session starts and all necessary user information is read from the database.
Next, screens are displayed that are part of the Intro playlist. Playlists
define order and timings for the displayed screens. Intro Playlist supports two
screens: Welcome Screen and Bounce Back Transfer. The Welcome Screen shows
user's name, welcome message, and current number of points. On the Bounce Back
Transfer screen the user can redeem his Bounce Back Bonus award. When Intro
playlist is finished, the main menu screen is shown.

From the main menu the user can check and redeem his current, monthly, or absolute
points. He can perform Cashless transaction, check current Jackpot values, call
a personal attendant, order beverages or snacks, reserve the machine, and access
basic profile settings. After an inactivity timeout, Idle playlist is
displayed.  It can include the following screens: Jackpot Values, Points Progress,
Bounce Back Progress, and Bounce Back Notification. The Points Progress screen
notifies the user how much more has to be spent to earn another point. Bounce
Back Progress shows how much until he reaches the next award level. When a new
award is achieved, the Bounce Back Notification screen is displayed. End Playlist
is displayed when the playing session is closed.  Theoretically, it can include any
screen, but usually only Bounce Back Notification is appropriate.



\section{Conclusion}

Gaming technology markets are evolving faster than ever. There is a
constant demand for advanced, intelligent, and attractive Player Tracking
Systems.

In this article, we have presented an APTS which implements features that
simplify some tedious tasks, reduce the workload of casino employees, and
entertain the user.  All features were well received by the users. Some of them
were not part of the specification requirements and were added during the
development. One of these is Uncarded Sessions, which turned out to be a very
powerful tool, and still has potential for upgrades. 

Feedback Promotions have almost unlimited potential for the creative
presentation of the marketing material and additional entertainment of the
user. However, implementation of complex games would require an upgrade of the
8-bit microcontroller. One of the possible solutions would be to use an ARM
Cotex processor unit \cite{cortex2010arm}.

\section*{Acknowledgement} \label{ack} 

The authors acknowledge the financial support from the Slovenian Research
Agency (research core funding No. P2-0069).

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 \end{thebibliography}

\section*{BIOGRAPHY OF AUTHORS}

\begin{biography}[{\includegraphics[width=3cm,height=4cm,clip,keepaspectratio]{Ales_Skerbinek}}]
\textbf{Ale\v{s} \v{S}kerbinek}
received his Diploma degree of Electrical Engineering from the Faculty of
Electrical Engineering and Computer Science, University of Maribor, Slovenia,
in 2012. For nine years he has been working as a software developer at Advansys
d.o.o, a company committed to developing top-of-the-line IT systems for the gaming 
industry on a global scale.
\end{biography}
\begin{biography}[{\includegraphics[width=3cm,height=4cm,clip,keepaspectratio]{Bostjan_Vlaovic}}]
\textbf{Bo\v{s}tjan Vlaovi\v{c}}
received his Diploma and Ph.D. degrees from the Faculty of Electrical Engineering and Computer Science, University of Maribor, Slovenia, in 1999 and 2004, respectively. He is currently an Assistant Professor with the University of Maribor. His main research areas are in the field of telecommunications.
\end{biography}

\end{document}

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