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Frequently Asked Questions
Go to the badge with the associated challenges, any completed challenges or badges should have a 'redeem now' button showing. To redeem badge points click on 'redeem now' under the badge and this will turn gold, to redeem challenges click on 'redeem now' next to the challenge found underneath the badge, this will then turn gold. Points should appear in your account within 5 minutes. Please note some challenges take up to 48 hours to show as complete as the data is checked and confirmed. Challenges around visits and play only start when the app is downloaded - previous play and visit data do not count.
If you do not see a 'redeem now' button this means you haven't completed the challenge or the badge, keep track of your challenges completed by looking at the badge progress bars.
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:
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.
When playing games such as Blackjack and Roulette you buy casino chips at the gaming tables. Just place your money on the table and ask the croupiers for some chips.
There are two different types of chips, some with values and others without;
When it's time to leave, the croupier does not have access to cash at the tables so you need to change your chips for cash at the cash desk.
We have a legal obligation to establish that the money being spent is legitimate. This doesn't mean you're suspected of anything untoward; we just need to be confident that any funds used are not a cause for concern.
Moreover as industry professionals, we understand more than most that issues can arise around gambling. We want all our customers to play in a safe and responsible manner and within their means and to a level that is affordable to them.
What information will I be asked for?
We may need you to provide documentary evidence of your ID such as a passport or driving licence along with proof of address. In addition, you may also be asked for details on your occupation to help us gain a better understanding of your personal circumstances.
This may also include evidence surrounding sources of wealth and sources of funds, which may be in the form of bank statements, wage slips, tax returns, or other documents that supports your levels of play.
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. Please review our Privacy Policy here.
Will other Operators ask me for this Information?
All gambling operators licenced by the UK Gambling Commission are required to follow these procedures to ensure that their services 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 speak to one of our Casino Managers.
Available on Android and iOS devices,
with our free to download app
*10% off the all-day menu in Scotland instead. 10% off drinks excludes London Casinos Palm Beach, FortyFive Kensington, Crockfords, Colony and Scottish casinos. Full Badges T&C's here Full My Genting T&C's here
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