If you call the 24-hour hotline 03-6105 9557, don't expect whoever pickup the phone to understand or heard of the Self-Exclusion Option. If you are not speaking to the right person, politely ask to speak to the Manager, and hopefully he/she knows about the Option. Otherwise, call back another time and try again.
On my last visit to Genting to look for my mom, it took me more than an hour and many calls to finally meet with one Mr Jacob Lim of Genting. To be in the exclusion list, the person has to be present in the Casino and must sign the form in an office located near the entrance. If you are looking for the office, take the first right after the security check, you'll see an unmarked door sandwiched between jackpot machines lining against the wall to your right.
So the first thing to do was to get my mom into the office. Earlier my older brother and his friend had located my mom while I and my wife were busy trying to look for Mr Lim. But my mom refused to leave the table when I asked her to please stop and talk to a manager from Genting. It turned out that it was easier to persuade Mr Lim to go against Genting policy and walked over to the table and try to get my mom to stop and follow him to the office. I threatened to create a scene if he wouldn't help.
Mr Lim preferred to speak to my mom privately but only managed to persuade her to come home with us, he failed to get my mom on the self-exclusion list. And there is nothing we can do about it.
www.genting.comIn the UK, the Group via Genting UK is committed to contribute to public education on responsible gaming, research into the prevention and treatment of problem gambling, and the identification and treatment of problem gamblers. Its voluntary contribution to the Responsibility in Gambling Trust supports these commitments by helping to fund research works by UK universities, education initiatives and registered charities.
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