Milos Kostadinov
General Manager – Customer Assurance
The Ville Resort-Casino
I joined The Ville team in 2002 when I followed my then girlfriend (now wife) up to Townsville from Brisbane after she got a job with Child Safety here. I’d been a casino dealer at Treasury Casino, so I applied for a job in table games here.Through my 23 years at the property, I’ve worked as a dealer, a supervisor, Pit Manager, Gaming Area Manager in both table games and electronic gaming, Table Games Manager, Casino Operations Manager, Financial Crime Manager, and my current role as General Manager of Customer Assurance.
As the General Manager of Customer Assurance, I look after the Financial Crime, Safer Gaming, and Cashier Cage teams. So, my job is to make sure the business is always compliant with federal regulations around anti-money laundering and counter-terrorism financing, as well as meeting all our obligations for safer gambling and harm minimisation.
Day-to-day that means driving compliance, shaping policies that work operationally for the frontline team, and working closely with the relevant regulators, and supporting and guiding my teams.In this role, you need to have a good grasp of all the relevant legislation and rules, as well as an ability to analyse risks, interpret data, and solve problems. Customer Assurance is a relatively new team, so a lot of my focus is about building, coaching, and supporting the new team through a huge shift in the business.
My experience working here has allowed me to continually challenge myself. Over time I have been able to build a career that I am proud of. Starting in table games, which to this day was one of the most fun jobs I’ve ever had, to my current role I’ve gained a deep knowledge of the casino industry and made strong professional relationships.
I’ve developed lifelong relationships with team members at The Ville and had experiences that have not only shaped me professionally but shaped my personal life as well.