Sisal: Responsible gaming enters the virtual world

Responsibility is not just a corporate policy: it’s a value lived through every customer interaction. With this belief, Sisal decided to revolutionize staff training by transforming the concept of responsible gaming into an engaging and meaningful Virtual Reality experience.

The project

To reinforce its leadership in responsible gaming, Sisal chose to move beyond traditional learning formats toward a realistic and interactive training approach.
The goal: to translate abstract policies into real-life actions and to develop essential soft skills such as empathy, emotional regulation, and effective communication. The project comes to life thanks to Reflectis, the proprietary interactive 3D simulation platform developed by AnotheReality.

The customer experience

The training follows a structured, high-impact flow divided into four stages:

1. Welcome & Orientation
An introduction to the virtual environment and training goals, preparing users to identify behavioral patterns and manage sensitive interactions respectfully and empathetically.

2. Free Navigation
Participants explore a 3D recreation of a Sisal venue, where they meet different virtual personas, customers exhibiting various at-risk behaviors, and practice interacting with them.

3. Interactive Scenarios
Each encounter includes a psychological profile, an initial behavior quiz, and a branching dialogue in which users must decide the best way to de-escalate, support, or guide the customer. A theory-based quiz reinforces the learning outcomes.

The challenge

Sisal sought to redefine training in the gaming industry by addressing the delicate issue of responsible gaming through an innovative and accessible format.
The challenge was to activate emotional intelligence and turn abstract theory into practical behavior, equipping employees with the confidence and empathy to handle real-world situations with professionalism and humanity.

Impact and results

The immersive training achieved measurable impact:

• Experiential learning: employees face realistic scenarios that help them identify risk indicators and adopt responsible conduct.

• Behavioral insight: virtual personas are based on psychological profiling, promoting empathy and personalized responses.

• Practical skills: interactive dialogues build confidence and readiness for real-life interactions.

• Scalable and trackable: dual web/VR deployment and an integrated analytics dashboard ensure consistent quality across the national network