Immersive or intrusive? RFID smart tables raise engagement and eyebrows
RFID table games have long been at the heart of the casino floor, with traditional equipment such as slot machines, poker tables, roulette wheels, and baccarat tables shaping the gaming experience. These high-value assets demand continuous monitoring and maintenance to ensure smooth operation and customer satisfaction.
Casinos have been using radio-frequency identification (RFID) technology on all of their gaming tables in recent years. Operators can track the values, location, and movement of RFID chips in real-time, as each chip has a unique identification implanted in it. This has significantly increased precision, reduced human error, and facilitated the identification of counterfeit chips. Operations are now much more efficient because these systems are supported by an extra layer of artificial intelligence.
RFID & AI work in tandem
However, the increasing reliance on this technology has prompted growing unease, particularly around privacy and job security. Concerns have surfaced globally among workers and unions about the broader implications of tech-driven gaming.
In Macau, nearly 1,000 casino floor supervisors have reported that smart tables, rather than easing their workload, have increased it due to frequent technical issues. Staff are under increasing pressure to manage faults, which can lead to stress and, in some cases, injuries and disciplinary action.
Similarly in Las Vegas, the Culinary Workers Union, which represents tens of thousands of workers in the hotel industry expresses concerns about the effects of automation on employment. To safeguard members in the event of technical advancements leading to redundancy, the union negotiated provisions in the contract that included severance pay and the opportunity to transition into other roles.
Renewed unease and strain
At CES 2024, tensions mounted as displays of AI-powered machines handling jobs like cooking and bartending raised worries about possible job displacement in the larger hospitality industry.
Meanwhile, the growing use of RFID has also brought data privacy into the spotlight. In Macau, the ability to track detailed aspects of a gambler’s habits—including betting patterns, chip transfers, and buy-ins—has prompted criticism. Industry analysts warn that such surveillance could give authorities unprecedented access to personal behaviours.
Legal experts say the industry must strike a balance between innovation and data protection. Pedro Cortés, a lawyer in Macau, emphasises the importance of transparency and strict adherence to privacy laws, warning that mishandling customer data could erode trust and damage the reputation of casinos.
Voice of expertise
However, is this a legitimate cause for concern or merely a hyperbolic reaction to inevitable change? As SiGMA Asia kicks off in Manila, we spoke with Riaan Van Rooyen, an iGaming expert and CEO of the Aria Group International, to gain a clearer perspective.
SiGMA: So, Riaan, let me start by asking you: What was your initial impression of RFID smart tables? What do you think of them?
Riaan Van Rooyen, CEO of Aria Group International: “When RFID first emerged in the early 2000s, it was mainly used to prevent counterfeit chips and assist in VIP surveillance. I was part of a team during a rollout at a flagship casino where we trialled RFID chip tracking on high-limit tables. Back then, the cost was high—over $20,000 per table, including the cost of retrofitting and system upgrades. Today, it remains a significant investment, but the capabilities have advanced significantly. RFID has evolved into a powerful tool for engagement, analytics, and operational efficiency.”
SiGMA: How are RFID-enabled smart tables changing the way players engage with casino games, particularly through features like augmented reality, dynamic leaderboards, or personalised prompts?
Van Rooyen: “In my experience, RFID-enabled tables have transformed traditional games from static, analogue experiences into dynamic, interactive platforms. Players can view real-time betting stats, loyalty tier progress, and even virtual ‘power-ups’ via connected apps. It created a buzz on the floor, especially among millennials and Gen Z patrons who appreciated the gamification.”
He added, “Personalised prompts—like tailored drink offers or betting suggestions—encouraged longer sessions and stronger engagement. The blend of entertainment and technology is making table games competitive again in an increasingly digital casino ecosystem.”
SiGMA: From a player’s perspective, where is the line between immersive gameplay and intrusive data collection? Are guests being adequately informed about what’s being tracked?
Van Rooyen: “This is a nuanced challenge. I’ve had several conversations with guests, particularly high rollers, who expressed concern about being ‘watched’ too closely. In one case, a VIP stopped playing after learning that his chip movement was being tracked and linked to his profile in real-time. The issue isn’t the tracking itself, but the lack of clear communication about it. I believe the line is crossed when players feel unaware or unempowered.”
He continued, “Transparency is key. In operations I’ve led, we worked with legal and marketing teams to update loyalty terms and install subtle signage explaining data usage. Done correctly, this builds trust and allows players to opt into enhanced experiences rather than feel surveilled.”
SiGMA: How are dealers and pit bosses responding to these technologies? Are concerns about constant monitoring, performance tracking, or job automation being openly discussed?
Van Rooyen: “This is a sensitive area. I’ve worked closely with staff during RFID rollouts, and their reactions range from cautious optimism to scepticism. Some dealers worry that RFID tracking will be used punitively. Pit bosses also feel their autonomy is being reduced.”
He further added, “To ease concerns, we held town halls and included staff feedback in planning. We demonstrated how data could support their roles, resolving disputes more accurately and recognising top performers for bonuses. It takes ongoing dialogue, but trust can be built.”
SiGMA: Could you talk about some of the practical challenges in integrating RFID tables into legacy casino systems? Are older infrastructures and software causing friction?
Van Rooyen: “Absolutely. Legacy systems pose significant challenges. In one Southern African project, we had to use middleware to translate RFID data because the existing CMS did not support it. That added time and costs.”
He further added, “Retrofits also required electrical and Wi-Fi upgrades. Many casinos underestimate the complexity of their backends. A phased rollout with IT, ops, and vendors working in sync is essential to avoid major disruptions.”
SiGMA: What kind of retraining or upskilling initiatives are being offered to staff as part of the RFID rollout? Are unions or labour groups involved in shaping these programs?
Van Rooyen: “In the best implementations, retraining is treated as an investment. In one instance, we developed a two-week module that covered RFID mechanics, data handling, and guest engagement. Dealers learned how to troubleshoot and explain features—skills that added value. Where unions were involved, especially in Europe, we saw more structured training and stronger worker protections. In less regulated markets, training is often rushed. I always advocate for inclusive, thorough programmes—the human element is still central to success.”
SiGMA: What kinds of resistance or hesitation have you observed from patrons, particularly those concerned with privacy or used to more traditional gameplay experiences?
Van Rooyen: “Reactions vary. Some players embrace the tech, especially when it enhances loyalty or entertainment. Others, particularly older guests, see it as invasive. I remember one regular in a high-end baccarat room who refused to play on RFID tables, citing a loss of “personal freedom.”
SiGMA: In terms of data ethics, how transparent are casinos about the type of data collected via RFID tables, and who has access to it?
Van Rooyen: “It’s still a grey area. In most operations I’ve worked with, players know data is being tracked, but not the specifics—how it’s stored, used, or anonymised. I advocate for clear governance policies that define access, retention, and compliance. Internally, only specific roles should access RFID data, and usage must align with compliance rules. As digital trust becomes as critical as game fairness, casinos must evolve their data practices.”
SiGMA: Looking ahead, do you see AI and innovative table technology as a stepping stone toward full automation, or as a tool to enhance the role of human dealers rather than replace them?
Van Rooyen: “From my perspective, smart tables and AI should enhance, not replace, dealers. I’ve seen how real-time data helps dealers provide more personalised service. In one project, RFID allowed staff to upsell loyalty perks or guide players to preferred games, creating a concierge-like experience. That said, in lower-margin environments, hybrid or semi-automated tables may become more common. But ultimately, people don’t visit casinos just to play—they come to feel entertained and recognised. That level of human connection can’t be replicated by machines alone.”
As technology reshapes the casino floor, RFID and AI are unlocking new possibilities for engagement, efficiency, and personalisation. While challenges remain, experts do believe that innovation and the human touch can go hand in hand. With thoughtful implementation and open dialogue, smart tables can elevate both guest experiences and staff roles, paving the way for a more dynamic and connected future in gaming.
