Responsible Gaming

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.

Managing your account

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.


1. Self-Assessment

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, and

If you would like to prevent access to other participating gaming, wagering or gambling facilities on the internet please visit

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 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 - or 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 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


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.

Game Rules

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

Self Assessment

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

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.

Additionally, GamCare works to support the development and implementation of responsible practice by the gambling industry.

Over 18 Only

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.

Parental Monitoring

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.

Why we need to know more

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.


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.


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.


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.


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.


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.

Money Laundering

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.

Independently Tested

The software powering Genting Casino carries an official Certificate of Random Number Generator (RNG) Evaluation from Technical Systems Testing (TST), an internationally recognized and respected Accredited Testing Facility (ATF).

TST has been working with industry operators, suppliers, manufactures and regulators to ensure that gaming products operate in a manner that is fair, secure and auditable and comply with some of the world’s most stringent and comprehensive legislative and regulatory requirements.

TST laboratories provide fully independent and impartial testing and certifications for industry operators, suppliers, manufactures and regulators. TST analyzes system software and equipment, and the environments in which they operate, against manufacturer's specifications, legislative and regulatory requirements, and to generally accepted industry standards.

TST also audit the percentage of the total wins out of total bets, on a monthly basis. The payout percentage report (RTP - Return to Player) is available at the Genting Casino website, so that you can be sure that the games are fair and honest.

Licensed in the United Kingdom

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 -

The Commission provides Genting with a remote operating licence, the licence number of which is 000-000537-R-103205-013.

Complaints Process


  1. If you wish to make a complaint, you must do so by contacting our Customer Support team.

    If your complaint cannot be resolved satisfactorily by Customer Support, then it shall be referred to our Alternative Dispute Resolution (ADR) entity, the Independent Betting Arbitration Service (IBAS), and such adjudication will be final and binding on you and us. For more information on the IBAS policies and codes of practice, visit As a member of IBAS we reserve the right to withhold payment in respect of any event that comes under its investigation for corrupt activity. The IBAS act as impartial adjudicators on disputes that arise between betting and gaming operators and their customers, if a deadlock still exists after they have been through the operator's own internal dispute procedures.

  2. Alternatively, there is now an Online Dispute Resolution (ODR) process available which allows disputes to be settled via an online process. To start the ODR process, you can visit

  3. We may record or monitor telephone and electronic transactions with you in the interests of both parties, and you consent to us doing so.

  4. Any complaints must be registered with our Customer Support within 12 (twelve) weeks of the occurrence of the event to which the complaint relates. We will not be able to deal with any complaint in respect of an event which pre-dates this time period.

  5. When a dispute occurs which cannot be resolved by us, any relevant recordings may be made available to the IBAS or the UK Gambling Commission as the case may be.

Time Out

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, providing your email address, postal address and telephone number.

Self Exclusion


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, 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 would like to prevent access to other gaming, wagering or gambling facilities on the internet please visit Gamblock™ blocks access to internet gambling sites on the web. It can help problem gamblers avoid the dangers of unrestricted gambling.

Theoretical Payouts

Each game at Genting Casino has a theoretical percentage return to player.

Slot Machines RTP
Low 91.97%
High 99.32%
Average 95.94%
Live Games RTP
Low 94.71%
High 99.46%
Average 98%
Card Games RTP
Low 94.78%
High 99.87%
Average 97.33%
Table Games RTP
Low 94.74%
High 99.53%
Average 97.26%
Video Poker RTP
Low 95.44%
High 99.54%
Average 98.45%
Fixed Odds RTP
Low 92.96%
High 97.50%
Average 96.18%
Asian Games RTP
Low 80.96%
High 96.25%
Average 85.09%
Side Bets RTP
Low 59.56%
High 95.90%
Average 77.73%