NexGen co-founder Aman Goraya explains how the company is redefining gaming venue security with a laser sharp focus on communication, compliance, and hospitality. Inspired by real-world AGC expertise, the specialist provider has virtually eliminated machine damage for clients like Game Nation while helping to enhance the customer experience leading to overall business growth.
Coinslot: How would you describe the NexGen service – how does it differ from competitor offers and how does your background as AGC operators help?
Aman Goraya: When myself and co-founder Harj Mann first introduced security into our own venues, we had no machine damage and no trouble – but we also had no customers!
That experience taught us that effective security needs to protect the venue while preserving its appeal. We saw an opportunity to create a bespoke service that helps customers feel comfortable, that supports staff and gives the business a better environment in which to grow
Our experience means that we understand the commercial consequences of the environment on the gaming floor. Antisocial behaviour discourages customers, undermines staff confidence and disrupts trading. Addressing those issues effectively helps make the venue somewhere that people want to visit and work in.
We also understand that the way security is delivered matters. Our operatives need to be firm when necessary and welcoming throughout their everyday interactions.
Combined with support for agreed compliance procedures, it helps venue teams focus on customers and gives the whole team a stronger foundation for delivering an enjoyable venue.
Every site has different requirements, so we tailor our deployment and duties accordingly.
Coinslot: What skills and personal qualities do you look for in NexGen staff?
Aman Goraya: Alongside the necessary qualifications and licensing, we look for reliability, sound judgement, patience and strong communication skills.
We want people with the confidence to handle difficult situations and the personal warmth to make customers feel welcome.
They need to recognise concerning behaviour, remain calm under pressure and know when to intervene or involve the venue team.
Just as importantly, they should be comfortable greeting a regular customer, holding a door open or making someone a cup of tea.
A good operative earns the confidence of both customers and colleagues. Their presence should reassure people, and their conduct should reflect the standards of the venue they represent.
Coinslot: How does providing security for an AGC differ from other sectors – do you need special insight or knowledge of the business – if so in what ways?
Aman Goraya: An AGC combines leisure, hospitality and specific regulatory responsibilities. Our operatives need to understand all three.
When developing our training, we recognised that the starting point had to be the Gambling Act 2005 and a practical understanding of how gambling venues operate.
Our training covers operating self-exclusion tablets, applying Challenge 25, conflict handling and customer service. It also prepares operatives to recognise red flags and situations where customers or staff may need support.
Where venues face specific challenges, the response needs to be professional, proportionate and coordinated with venue management and, if necessary, the police.
The objective is to protect and restore a comfortable environment for legitimate customers.
By supporting designated compliance tasks and helping manage difficult situations, our guards give hosts more time to deliver the hospitality and customer interaction that make a venue successful.
Coinslot: Is the term ‘security’ adequate to describe the services provided by NexGen?
Aman Goraya: Security is the recognised term, but the service is also about customer confidence, staff support and maintaining the quality of the venue environment.
Much of that comes from listening, observing and communicating well.
An operative who is approachable can pick up on concerns early. A calm conversation can prevent an incident, and a reassuring presence can help customers feel comfortable enjoying their visit.
Those contributions may be less visible than dealing with a confrontation, but they are essential to the business.
We want our operatives to help create an environment where disruptive behaviour is addressed and customers receive a warm welcome.
Physical capability matters, but judgement and people skills are central to achieving that balance.
Coinslot: Can you provide a timeline of the business wins with Game Nation?
Aman Goraya: We started with four venues in late December 2025: our coverage expanded to ten venues in June and we now support 12.
Game Nation has extended security provision beyond its previous footprint through NexGen. We see that as a strong endorsement of our service and the value of investing in the venue environment.
Game Nation is passionate about creating safe, enjoyable venues for its staff and customers, and that shared commitment has been central to the relationship.
Coinslot: How did you grow the business with Game Nation – what metrics/KPIs were in play to judge performance?
Aman Goraya: Game Nation assesses our service through a variety of measures, including machine damage, which has been almost zero across the venues we support since we began. Site takings have also increased over that period.
We would not claim that security alone accounts for that increase. However, a safe, welcoming environment gives customers greater confidence to visit, spend time in the venue and return.
Protecting machines also helps avoid repair costs and disruption, while supporting staff allows them to concentrate on delivering the best possible customer experience.
Our operatives help with designated compliance tasks, giving hosts more time to interact with customers.
That is where we believe our approach adds commercial value: protecting the business while helping create the conditions in which it can perform well.
Coinslot: What’s next for NexGen – how is the business evolving?
Aman Goraya: We are developing our training academy, with a simulated arcade that is now almost built.
Our ambition is to keep raising the standard of security within gambling venues.
Better-prepared operatives can help create safer, more welcoming environments, and those environments support stronger customer relationships and better business performance.
A sense of security
Aman Goraya said……. “Where venues face specific challenges, the response needs to be professional, proportionate and coordinated with venue management and, if necessary, the police. The objective is to protect and restore a comfortable environment for legitimate customers……
Originally published on Coinslot on October 12, 2026. Republished with permission.