All EmployeesFree
Foundation
~25 min
The starting point for every employee: why Playbook exists, the informed-choice model, and the two voice tiers used with players.
- 01Welcome to Playbook
- 02The two-tier system
02 · Playbook Academy: teaches the standard
BetaTeach Playbook RG to every role.
Playbook Academy provides short, role-based training for everyone from frontline staff to executives. Each program teaches how to apply the standard and ends with a graded certificate.
Foundation and Brand Foundations are free to use. The role-specific programs are available under license.
In action
See how a module works.
This 30-second mobile tour shows synchronized narration, highlighted text, and the knowledge check at the end of a lesson. Academy works on mobile devices and can be integrated with an organization’s learning management system.
Captured live from the Academy on a phone-size screen.
Why training
Every role delivers the same standard.
Academy is the layer between the brand book and daily work. It turns the voice principles, the scripts, and the game guides into role-based courses, so the standard shows up in practice, not just in the document.
Foundation teaches the two-tier system every role shares: one voice, calibrated for two very different moments.
- 95%
- Tier 1 · confident and witty
- 5%
- Tier 2 · warm and supportive
The programs
Every role, one standard.
Programs are organized by role and divided into short modules. Every module ends with a graded test, and every program lists its included topics.
Start here
Every employee begins with the same grounding, whatever their role.
Frontline training by channel
The same customer-facing skills adapted for casino, online, and lottery retail settings.
Customer-FacingLicensed
Frontline Casino
~55 min
For floor, cage, and host staff who meet players face to face: player tools, stigma-free language, and practical Tier 1 conversations.
What’s inside
A player-tools walkthrough, language that works, and conversations in practice, set on the casino floor, cage, and host desk.
Customer-FacingLicensed
Frontline Mobile/Online
~55 min
For chat, phone, and email agents who need to explain player tools and carry the right tone through the full conversation.
What’s inside
Player tools, language that works, and conversations in practice, for online and mobile support agents.
Customer-FacingLicensed
Frontline Lottery Retail
~55 min
For lottery retailers handling brief, high-volume interactions that still require clear and stigma-free language.
What’s inside
Player tools, language that works, and conversations in practice, for high-volume lottery retail counters.
Specialist tracks
Deeper training for the teams that carry specific responsibilities.
Support SpecialistLicensed
Tier 2 Support
~91 min
For specialists who handle sensitive conversations: recognizing escalation signals, de-escalating, explaining referral pathways, and using the warmer Tier 2 voice.
What’s inside
- 01Recognizing escalation signals
- 02Tier 2 conversation skills
- 03Referral pathways
- 04Concerned others
Legal/RegulatoryLicensed
Compliance
~55 min
For legal and regulatory teams: the responsible-gambling landscape, advertising and messaging rules, and how the audit and review process works.
What’s inside
- 01Regulatory landscape
- 02Advertising and messaging rules
- 03Audit and review process
Marketing/CreativeLicensed
Marketing Communications
~180 min
Detailed training for marketing and creative teams on the Brand system, content creation, campaign development, tone, and collateral production.
What’s inside
- 01Brand system deep dive
- 02Content creation workshop
- 03Campaign planning and measurement
Brand depth and leadership
The full system for the people who own the brand, plus a standalone briefing for executives.
RG LeadFree
Brand Foundations
~130 min
The full Brand system for responsible-gambling leads: foundations, visual identity, voice and tone, player segments, customer journeys, and measurement.
What’s inside
- 01RG foundations
- 02Visual identity
- 03Voice and tone
- 04Player segmentation
- 05Customer journey
- 06Measuring success
LeadershipLicensed
Executive Briefing
~30 min
A strategic overview for leadership: brand positioning, the ROI framework, risk mitigation, competitive advantage, and governance. No prerequisite.
What’s inside
- 01Why Playbook exists
- 02Brand architecture overview
- 03Metrics and governance
Progression
A common foundation, then role-specific tracks.
All tracks begin with Foundation. From there, each person continues on the track that matches their role. Executive Briefing stands alone: no prerequisite.
Step 1 · everyone
Foundation
The shared grounding every employee completes first.
Step 2 · continue by role
Frontline
Customer-facing
Tier 2 Support
Support specialists
Compliance
Legal / regulatory
Marketing Comms
Marketing / creative
Brand Foundations
RG lead
Standalone · leadership
Executive Briefing
A 30-minute strategic overview for the C-suite. No prerequisite. Start any time.
No Foundation requiredCertification
Graded, tracked, and certified.
- 01
Graded module tests
Every module ends with a short test. A score of 80% is required to pass.
- 02
A certificate per program
Complete every module with a score of 80% or higher to earn the program certificate.
- 03
Progress that follows you
A free account saves progress across devices, so staff can stop and resume without repeating completed work.
- 04
Mobile-friendly and audio-narrated
Every module includes audio narration with synchronized text, so staff can train on a phone, tablet, or desktop. Available in English, French, Spanish, Japanese, and Chinese.
Playbook Academy
Certificate of completion
Awarded to
Brand Foundations · all modules passed at 80%+
Try it
A sample module test.
A short check in the Playbook voice, drawn from the game guides. You get the correct explanation immediately after each answer, just as you would in a module. The sample has no timer and does not save responses.
Foundation check
Question 1 of 3 · Slots · Independence of outcomes
No timer. Nothing is saved.
Access
Free to start, licensed for the role-specific programs.
Free to use
No chargeFoundation and Brand Foundations are free: the grounding every employee needs, and the full brand system for the person who owns it. Create a free account to save progress and earn certificates.
Under license
Frontline, Tier 2 Support, Compliance, Marketing Communications, and Executive Briefing are licensed to organizations.
Inquire about organization access →In the system
Academy is the teaching layer.
Brand defines the standard, Academy teaches it, Tools operationalize it, and Review measures performance against it. Academy gives employees the knowledge and practice needed to apply the standard in their roles.
Get started
Train your whole organization.
Start free with Foundation and Brand Foundations, then add the role-specific programs when you’re ready. Academy is in beta.