Lawrence Du remembers the name of the man who led him down a glittering path to ruin.
The 35-year-old law graduate, who grew up in China, started out betting $50 a hand on blackjack tables at Crown Melbourne.
But a host soon tapped him on the shoulder and invited him to play in the casino's Mahogany Room, reserved for high-rollers.
He was showered with perks and inducements, including free stays at the hotel.
And so the trap was set.
"The blatant use of these marketing tactics to put people in more and more vulnerable positions is unconscionable, misleading and deceptive," Du says.
"He might as well have said to me: 'Here is our VIP access card - you can go and gamble your life away.'"
Victoria's royal commission into Crown Melbourne heard the casino spent at least $500 million a year on marketing and promotions but only $2 million annually on its responsible gambling program.
Du, who gave testimony, went from betting hundreds of dollars a hand to $10,000 a bet as he chased his ballooning losses.
After his marriage broke down he used the money from the sale of his family home to keep gambling, eventually spending at least eight hours a day at the casino.
The man who invited him to the Mahogany Room would later tell Du gambling was "like water" - he could either choose to drink it or not.
He ultimately plunged more than $300,000 into Crown Melbourne during a two-month stretch from November 2019, often clocking more than 15 hours straight on the gaming floor.
"That encounter changed my life," Du says of his first conversation with the casino host, whom AAP has decided not to name.
"They lured me into gambling at the VIP room and I started to lose more and chase more. It spiralled out of control ... so of course I'm furious."
Du says he has considered suing Crown Melbourne.
And although "sceptical" about how long it took the Victorian government to hold the royal commission, he welcomed its report, which was made public on October 26.
The commission, headed by former Federal Court judge Ray Finkelstein QC, did not push for Crown to immediately lose its Melbourne licence.
Instead, it recommended Crown continue operating under the oversight of a special manager for two years while it undertakes comprehensive reforms.
"Within a very short time, the commission discovered that for many years Crown Melbourne had engaged in conduct that is, in a word, disgraceful," Finkelstein wrote.
"This is a convenient shorthand for describing conduct that was variously illegal, dishonest, unethical and exploitative."
The report made 33 recommendations for change, which included making any Australian resident using poker machines set a daily, weekly or monthly time and loss limit before play.
It said they should also use the machines for no more than three hours continuously before taking a 15-minute break, play for no more than 12 hours in any 24-hour period and no more than 36 hours per week.
But Du says these changes may not be enough to protect people from serious gambling harm and overestimate people's ability to step away once targeted by the casino.
"People who are still experiencing gambling addiction don't need limits on how many hours they can gamble or how many minutes they must take a break. They need immediate help," he says.
"This is a serious disease and prolonging that disease will only do more harm to people."
He also believes those who have experienced gambling addiction should be invited inside the tent during Crown Melbourne's reform process.
"We should be consulted and involved," Du says.
Carolyn Crawford, who also gave testimony at the inquiry, agrees.
The 70-year-old Melburnian says policies around playing time and spending limits are "cheap".
She points to the fact she would put her own daily maximum under the casino's YourPlay system at a "preposterous" $1 million.
Crawford would use poker machines at Crown Melbourne for up to 13 hours straight, with staff members only approaching her to offer her a drink.
But she was in 2016, aged 64, sentenced to 18 months in prison after being caught stealing $400,000 from her employer over seven years to feed her gambling addiction.
"I am disgusted that the government's not listening to the people who have been hurt by this," she says.
"We are the ones who know what should be happening. A person with lived experience can give them ideas they probably wouldn't even think about."
Alliance for Gambling Reform's lead Victorian campaigner Rose O'Leary says it's "absolutely essential those directly harmed by the predatory practices of the gambling industry have a seat at the table for all proposed reforms".
"Carolyn and Lawrence aren't just individuals who have experienced gambling harm," she says.
"They are the experts on gambling harm. They know exactly how the industry operates and exactly what needs to change.
"Their voices must be heard."
The Victorian government has accepted all 33 of Finkelstein's recommendations but will legislate the ability to cancel Crown's licence if, after two years, the company has not proven it has improved.
Nine of the recommendations were addressed by legislation immediately, Gaming Minister Melissa Horne announced on October 26, with more to come next year.
"We are creating the most stringent oversight of any casino in the country," she said.
"No longer will Crown's destiny be theirs to manage."
Opposition Gaming and Liquor Regulation spokeswoman Steph Ryan says there must be strong independent oversight of implementing the royal commission's recommendations.
And that includes those related to responsible gambling.
"The Andrews government can't be trusted to get these changes right, given it failed for years to police Crown," she adds.
Australian Associated Press
Sign up for our newsletter to stay up to date.