The service said several community members it had helped found the process "intimidating and off-putting to engage with, especially where language barriers exist". The program is offered for customers who want to ban themselves from the casino if they are battling a gambling addiction. The Victorian Arabic Social Services community support group wrote to the commission to flag its concerns about the "self-exclusion" program at the casino. Addicts who try self-ban report issues with Crown's enforcement "Crown as the business is putting their revenues first, and putting the community at risk," she said. Ms Nguyen said she wanted to see Crown staff check on patrons more regularly to ensure they were not straying into problem gambling beyond at least a 12-hour session. "Loan sharks harass the ones who can't pay up and either suggest or push people to commit crimes to get the money." If you or anyone you know needs help: "All our clients who are on parole, or released from prison informed us that the reason they committed criminal offences was to pay off their debt," she said. She said her clients told her loan sharks were regularly at the casino to target people they knew had a gambling addiction. Ms Nguyen said some of her clients looked to Crown to escape unresolved emotional conflicts and sadness. "The quickest way to move up the tier is by playing at the casino," she said.
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