Frequently Asked Questions
FAQS
I completed a badge but now I cant seem to redeem
If the badge was completed, but not redeemed, when the challenges reset you can find them for 30 days in the unclaimed rewards section of your account area in the app.How do I redeem My Genting rewards on the app?
The time it takes to update your badge & challenge progress varies by challenge but can take up to 48 hours. Once the challenge or badge is completed, click redeem and the reward will be sent to your MY Genting card ready for you to use. The full value of the reward does not have to be redeemed in one single transaction?Where can I use My Genting app rewards?
Your offers and rewards can only be redeemed in our UK casinos. You will be set challenges for all of our Genting products including Genting casino online but you will only be able to use your rewards at our UK Casinos.How long are My Genting app rewards valid for?
Rewards will be available for 12 months from the issue date. You will find all expiry dates within the offers tab of the My Genting app.I updated my app and now it won't work
If you have received a notification that the app is no longer supported by your android deivce this is unfortunately outside of our control and is due to the handset itself not matching certain requirements for the app or store to work correctly. We would reccomend ensuring you have the latest version of the app and restarting the device.Recognising problem gambling
What is problem gambling?
Problem gambling is an urge to gamble continuously despite clear harmful negative consequences or a desire to stop. Problem gambling can be defined by harm experienced by the gambler and/or others.
Is your gambling causing problems for you or others around you?
The following signs may indicate a problem:
- Spending more money and time on gambling than you can afford
- Finding it hard to manage or stop your gambling
- Having arguments with family or friends about money and gambling
- Losing interest in usual activities or hobbies like going out with friends or spending time with family
- Always thinking or talking about gambling
- Lying about your gambling or hiding it from other people
- Chasing losses or gambling to get out of financial trouble
- Gambling until all of your money is gone
- Borrowing money, selling possessions or not paying bills in order to pay for gambling
- Needing to gamble with larger amounts of money or for a longer time to get the same feeling of excitement or buzz
- Neglecting work, school, family, personal needs or household responsibilities because of gambling
- Feeling anxious, worried, guilty, depressed or irritable
We have a Self-Assessment section to help you recognise whether you may have a problem with gambling
Alternatively, please visit GamCare and take their self-assessment test by clicking here.
Where do I find Genting Casinos information about safer gambling?
You can find information about Genting Casinos safer gambling by clicking hereCan I use my mobile phone or take photos in the Casino?
In non-gaming areas you are permitted to use a mobile phone, whilst also respecting other customers.
Generally, taking pictures within the casino is not allowed. However if you are in the casino for a special occasion our manager may be able to allow this as an exception. Please note that this will not however be permitted next to the gaming area as photography is strictly prohibited in this area.