The Genting Casino experience has been created for your enjoyment. As a responsible and regulated company we have created some advice on responsible gaming which we recommend you read.
For players who enjoy gambling frequently, it is not uncommon to overspend your budget some of the time.
We advise that specific budget plans be made to ensure your gambling expenditure is affordable.
Sometimes people deny the extent of their own problems and seek help only in crisis.
Ask yourself honestly whether you have a problem and if you think you might have a problem, set yourself the goal of stopping gambling for two weeks or a month as a test. If you are unable to achieve this, you could have a problem and might benefit from discussing your situation with a counsellor.
Genting Casinos actively supports the charities “Remote Gambling Trust” (RGT) and “Remote Gambling Association” (RGA) who will assist you, should you need it their details can be found here, http://www.responsiblegamblingtrust.org.uk/ and http://www.rga.eu.com/
If you would like to prevent access to other participating gaming, wagering or gambling facilities on the internet please visit www.gamblock.com.
Gamblock™ blocks access to participating internet gambling sites on the web. It can help problem gamblers avoid some of the dangers of unrestricted gambling.
2. Limiting Your Personal Expenditure
Genting provides help to control your gambling. You can establish limits on the amount you deposit during registration or at any time later, bet and lose by accessing the gaming info tab in the “My Account” section of your online account.
3. Managing The Length Of Time You Play
It is sometimes easy to lose track of time whilst gambling, so Genting gives you the option to set a timed reminder which alerts you to how long you have played for. You must click ‘OK’ to continue playing.
If you believe you have a gambling problem or just wish to take an enforced break from gaming please let us know
Self-exclusions are for a minimum of six months and can be requested by contacting our customer services team by clicking the Live Chat button on the right of this page or emailing email@example.com providing your email address, postal address and telephone number.
If you have any concerns about the extent to which your use of our Website has ceased to be a fun experience, then please click on either our own social responsibility page - www.gentingcasino.com/responsible-gaming/ or www.gambleaware.com for further information.
We also offer facilities to allow you to take a short time out from playing or which limit your length of play and deposit levels within our casino. You will be asked to confirm whether you would like to limit your play before placing your first deposit. Else you can request this by contacting customer services
When self excluding yourself from any game play, it is possible to exclude yourself from other casino operators who adhere to the “Gamblock” scheme.
If you would like to prevent access to other participating gaming, wagering or gambling facilities on the internet please visit www.gamblock.com. Gamblock™ blocks access to internet gambling sites on the web. It can help problem gamblers avoid the dangers of unrestricted gambling. For the avoidance of doubt, however, Genting does not and cannot accept liability in respect of any failure of an (Gamblock subscribing or other) third party to exercise or enforce a self- exclusion via this site.
If you require further information relating to this our self-exclusion process, please contact our Customer Support at firstname.lastname@example.org.
Preventing Under Age Gambling
You must be at least 18 years old, or of legal age to gamble in the country in which you reside (whichever is older), to play in the Genting Casino. Our casino is not designed to attract children and we aggressively discourage and track minors who attempt to play at our casino. Unfortunately, no system is foolproof. Some young people may escape our detection. If you know a person under the legally gambling age in their jurisdiction who is registered with Genting Casino, please notify us immediately.
To help you understand the rules relating to the games offered at Genting Casino launch the casino software and view them in the help section.
Responsible gaming checklist
- Decide in advance how often you will play and how much money and time you will spend.
- Decide in advance the point you will set yourself to stop - then stick to it. The stopping point might be, for example when you have reached the spending limit you have set yourself or when you have a spent a certain amount of time playing.
- Bear in mind that sometimes responsible gambling is about making a decision to not gamble at all.
Always remember – a person who gambles responsibly:
- Gambles for enjoyment, not to make money or to escape problems;
- Understands that they are very unlikely to win in the long run;
- Does not try to ‘chase’ or win back losses;
- Only ever gambles with money set aside for entertainment and never uses money intended for rent, bills and food;
- Does not borrow money to gamble;
- Does not let gambling affect their relationships with family and friends
If you feel you may have a problem with your gambling, ask yourself the following questions:
- Do you stay away from work, college or university to gamble?
- Do you gamble alone for long periods of time?
- Do you gamble to escape from a boring or unhappy life?
- If when gambling you run out of money, do you feel lost and in despair, and need to gamble again as soon as possible?
- Do you gamble until your last penny is gone?
- Have you ever lied to cover up the amount of money or time you have spent gambling?
- Have others ever criticized your gambling?
- Have you lied, stolen or borrowed just to get money to gamble or pay gambling debts?
- Are you reluctant to spend
Gamble Aware is managed by the Responsibility in Gambling Trust, an independent charity which funds treatment, research and education about responsible gambling.
The website has been developed by a Task Force made up of representatives from the Gambling Commission, DCMS, academia and industry. Visit Gamble Aware for more information.
GamCare is a registered charity and is one of the UK’s leading authorities on the provision of counselling, advice and practical help in addressing the social impact of gambling.
GamCare does not aim to restrict the choices or opportunities for anyone to operate or engage in gambling opportunities that are available legally and operated responsibly. Instead, the organisation strives to develop strategies that will:
Improve the understanding of the social impact of gambling; Promote a responsible approach to gambling; and address the needs of those adversely affected by a gambling dependency.
GamCare operates a free phone number for anyone affected by a gambling problem plus a network of both face-to-face and online counselling and support services. The GamCare helpline is available seven days a week, 08:00 to midnight. Need help? Call GamCare free on 0808 8020 133. www.gamcare.org.uk
Additionally, GamCare works to support the development and implementation of responsible practice by the gambling industry.
Gambling whilst under the age of 18 is a criminal offence and Genting takes its responsibilities to prevent access by under-18s very seriously indeed.
Genting reserves the right to ask for proof of age from any customer and to carry out checks to verify the information provided. During this period of age verification, no winnings will be paid to any customer.
There are a number of third party applications that parents or guardians can use to monitor or restrict the use of their computer's access to the internet.
Net Nanny filtering software protects children from inappropriate web content.
CYBERsitter filtering software allows parents to add their own sites to block.
At Genting, we take responsible gaming seriously and, above all, want our customers to enjoy their experience in a safe environment. As part of this commitment, we are legally obligated to find out more about our customers.
To that end, you may recently have been asked to provide some background information about you and possibly your gaming funds. Detailed below is an explanation of why this information is needed and to reassure you we've requested it for the right reasons.
WHY DO YOU NEED THIS EXTRA INFORMATION FROM ME?
As a valued customer, we have a legal obligation to establish that the money being spent is legitimate, particularly when large volumes are being transacted. This doesn't mean you're suspected of anything untoward; we just need to be confident that any funds exchanged in our online casino are not a cause for concern.
More over as industry professionals, we understand more than most that issues can arise around gambling. It is our responsibility to ensure our customers are Playing Safe and within their means. Play It Safe has been created to help provide you and all our customers with the best possible gaming environment, offering comprehensive help and advice where required.
WHAT INFORMATION WILL I BE ASKED FOR?
We need you to provide photographic lD such as a passport or driving licence. ln addition, as a high value customer, you may also have been asked for details on your occupation to help us gain a better understanding of your personal circumstances.
Furthermore, if you are playing with significant amounts of cash, we may at some point need you to confirm where the funds have come from.
We want to reassure you that this is a legal requirement and therefore no reflection on you, it's simply a measure we need to take to ensure all our customers are playing in a safe environment.
WILL THIS INFORMATION BE SHARED WITH ANYONE ELSE?
ln accordance with our data protection policy, rest assured that this information will be held in the strictest confidence and will not be shared with any other organisations.
WILL OTHER CASINOS ASK ME FOR THIS INFORMATION?
Yes, all UK casinos licensed by the Gambling Commission have the responsibility to follow these procedures as required to ensure that they are not being used for any illegal activity.
WHAT IF I REFUSE TO SHARE MY DETAILS?
Unfortunately, if you don't share this with us, it will put us in a difficult position and we may have no choice but to cease our relationship with you.
We value you as a customer and want to ensure you're comfortable with the information requested, so if you have any questions please do not hesitate to contact a Manager - they will be more than happy to help.
Genting Casinos UK Limited (“Genting”) is fully compliant with all the regulations in place to prevent money laundering.
Genting will report any customer found or suspected to be involved in fraud, dishonesty or any criminal act. Proceeds of any crime are seized by FIS.
Genting Casinos UK Limited is licensed and regulated by the UK Gambling Commission (the Commission). More information on the Commission can be found on their website - http://www.gamblingcommission.gov.uk/home.aspx.
The Commission provides Genting with a remote operating licence, the licence number of which is 000-000537-R-103205-013.
COMPLAINTS AND DISPUTES
We recognise and understand that from time to time, you may be or become dissatisfied with the gaming service provided to you.
This section explains how to make a complaint and the process that we apply once you have done so. Your legal and statutory rights remain unaffected by our process.
2. Raising a Complaint
You may raise a complaint with us at any time by contacting our Customer support team via email on email@example.com. You must do so within 6 months of the cause of your complaint having arisen. Complaints received after that time will not be considered.
It generally assists us if you put “complaint” in the subject header of your email and also outline in a reasonable level of detail what your complaint is about. We may also contact you if necessary for further details about your complaint when you lodge it with us, if we require it.
Once we have your complaint we will in all but very rare cases (for example, where the fact of complaint itself isn’t abundantly clear) confirm our receipt of it (by email, phone, or chat) within 24 hours.
4. “Simple” Complaints
If your complaint is straightforward (for example, an acknowledged system or player balance error on our part or e.g. a simple misunderstanding) and can be resolved quickly and without undue formality, we reserve the right to do so, via our customer service team following receipt of your complaint. In all other circumstances, your complaint will proceed to Stage 1 consideration.
5. Stage 1
An member of the customer service team will be tasked with investigating your complaint and responding to it. That customer services agent (or other members of our team) may contact you for your input or comment during their initial investigation. You agree that you will engage with us as to your complaint in an open and respectful manner.
Once we have concluded our investigation we shall write to you (or inform you by phone) of our decision as to your complaint. In doing so theywe will outline your complaint and our decision in respect of it as well as any recommendations or actions (if any) arising from it.
We reserve the right to issue a final determination of your complaint at this stage, for example, if we consider your complaint, frivolous, vexatious, without real basis, or that it results in a clear and conclusive answer. Should we do so you may either accept that decision or proceed to ADR (if applicable and on which see (9) below).
6. Customer Escalation
If you are dissatisfied with our Stage 1 response (and we haven’t told you that it constitutes our final determination of your complaint) you can email us (firstname.lastname@example.org) to ask for a Stage 2 consideration of your complaint. Note that it would assist us if you could outline why you remain dissatisfied with the Stage 1 decision, albeit this is not obligatory.
7. Stage 2 Consideration
Where you request escalation of your complaint, your complaint and the stage 1 decision shall be relayed to a customer services manager for further review. That complaint will be investigated and considered as per the Stage 1 process.
Once the responsible manager has concluded their investigation he/she shall write to you (or phone you) to inform you of their decision as to your complaint. In so doing they will outline your complaint and the reason for their decision in respect of it, as well as any recommendations or actions (if any) arising from it. The manager will also confirm that his decision constitutes our final decision as to your complaint and what options are available to you should you remain dissatisfied with the outcome.
We will use all reasonable endeavours to review and conclude our complaints process within 8 weeks of our initial acknowledgement.
The only exceptions to this are/will be:-
Where we await and need your input to properly review your complaint (in which case the deadline for our response shall be extended by a period equivalent to the time it took for you to provide the input needed); or
Where you raise additional complaints during the complaints process, each additional complaint will be treated as received on the date that the specific complaint was raised and the timescale for responding to that particular complaint will run from the date of receipt.
9. Alternative Dispute Resolution (“ADR”) and other options
If following receipt of our final determination, you remain dissatisfied then:-
Either you (or us) may choose to refer your dispute to our chosen ADR entity, the Independent Betting Adjudication Service (“IBAS”) - further information on how to refer your dispute to IBAS and their contact details can be found here; or
You may submit your dispute online to the European Commission’s Online Dispute Resolution (“ODR”) Service, further details on how to submit can be found here;
10. About ADR
IBAS act as fully independent (UK Gambling Commission approved) adjudicators of gaming disputes between online casinos and their customers. There is no charge to you to make an IBAS referral.
The ADR entities (above) are only presently obliged to consider complaints relating to “gaming transactions”. This would typically include complaints about a wager, administration of your online account, and/or disputes as to gaming funds or winnings but would not include generalized non-gaming complaints e.g. about poor customer service/other.
Neither IBAS (nor any other UK Gambling Commission approved ADR entity) is obliged to adjudicate a dispute if (i) you have not attempted to engage with the first stage of our complaints process; or (ii) your dispute is considered frivolous or vexatious; or (iii) the dispute is subject to another disputes process or adjudication; or (iv) you have not met any notified timescales for submission of your dispute to IBAS.
The online ODR submission process (above) will require that you select a UK Gambling Commission approved, Alternative Dispute Resolution (”ADR”) entity to review your complaint and both parties must approve that choice to progress the ODR process. Typically IBAS will be our proposed ADR Entity, as it is both approved by the UK Gambling Commission and best placed to adjudicate on remote gaming disputes in any event.
Whilst any stage of an investigation is ongoing or thereafter we reserve the right to (and in some instances the law requires that we) withhold payment in respect of any event or complaint that comes under investigation for cheating, impropriety, fraud, collusion, or other improper activity.
When a dispute occurs which cannot be resolved by us, any relevant papers and recordings may be made available to IBAS and the UK Gambling Commission in order to (i) give the adjudicator full details of your complaint; and (ii) to meet our regulatory obligations to furnish full details of your complaint to the regulator.
Where the value of the dispute is less than £10,000, Wwe will honour the findings and recommendations made by any approved ADR entity (and would expect you to do likewise) in the absence of any manifest error or irregularity with that body’s decision or recommendation.
We expect and require that the fact and content of your complaint will remain confidential between us whilst it is subject to consideration by us (or third party adjudicator). The foregoing does not apply, however, where e.g. law or legal process requires public disclosure and nothing herein affects your legal or statutory rights in that regard.
Account Time Out
If you wish to take a break from gaming for 24 hours up to 6 weeks, please let us know. The key facts about the account time out are:
- The limit will take effect immediately.
- Once you have chosen to take an account time out, you will not be able to use your account for the entire length of the chosen period.
- During this time, your account will be suspended and any balances returned to your specified account. You must withdraw your funds before proceeding.
Please note that your account can only be unlocked at the same time as when you initiated the time out e.g. if a request is made at 7am on a Monday for one week then the account cannot be unlocked until 7am on the following Monday.
If you wish to impose an account time out or have any queries, please contact our customer services team by clicking the Live Chat button on the right of this page or emailing email@example.com, providing your email address, postal address and telephone number.
IF YOU BELIEVE YOU HAVE A GAMBLING PROBLEM OR JUST WISH TO TAKE AN ENFORCED BREAK FROM GAMING PLEASE LET US KNOW.
Self exclusions are for a minimum of six months and can be requested by contacting our customer services team by clicking the Live Chat button the right of this page or emailing firstname.lastname@example.org, providing your email address, postal address and telephone number.
We also offer facilities to allow you to take a short time out from playing or which limit your length of play and deposit levels within our casino which you can request by contacting customer services or set these in the “My Accounts” section on our website.
If you are considering self-exclusion, you may wish to register with GAMSTOP.
GAMSTOP is a free service that enables you to self-exclude from all online gambling companies licensed in Great Britain.
To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.
Each game at Genting Casino has a theoretical percentage return to player.