The Personal Touch Makes a Difference

It’s people like Rob McMillan, Security Manager, Gateway Casinos Thunder Bay, who add the personal touch to our Responsible Gambling (RG) programs and are making a real difference for customers. When Rob and his supervisory team noticed that casino patrons wanted more information about OLG’s Self-Exclusion program and wanted somebody they could reach out to, he offered to put his business card, including his personal email address and direct phone number, in the Self-Exclusion information package.

“It’s made all the difference,” says Rob. “It’s opened up conversations with patrons looking for information on responsible gambling and Self-Exclusion that never would have happened before.”

It’s amazing how effective something as simple as adding personal contact information has proved to be in supporting customers looking for RG information and developing relationships between Gateway employees and the patrons we serve.

Self-Exclusion is a self-help program we offer to people who want to control or stop their gambling. Participants make a written commitment to stay away from gaming facilities for the term of their Self-Exclusion and they must complete an online tutorial before being reinstated after they have completed their term.

Rob is a PlaySmart champion at the Thunder Bay gaming site. He is specifically responsible for processing self-exclusion registrations, reinstatements and self-exclusion violations.

“When OLG Casino Thunder Bay switched to Gateway Casinos and Entertainment, some patrons assumed that Self-Exclusion was no longer valid with the new company,” Rob explains. “Our team had many conversations with patrons to explain that self-exclusions were still valid and provide technical support for the online reinstatement tutorial.

“It’s amazing how effective something as simple as adding personal contact information has proved to be in supporting customers looking for RG information and developing relationships between Gateway employees and the patrons we serve.”

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REPORTS AND DISCLOSURES

OLG’s Corporate Social Responsibility Report has transitioned to a fully digital report that will be regularly updated to communicate key social responsibility developments as they occur. Our new report is easy to access, navigate and reflective of OLG’s ongoing efforts to advance its commitment to social responsibility.