Frequently Asked Questions
FAQS
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The app can't find my casino account
This might happen if the details that you are using are not those that we have on file for you when you registered at a casino. Please visit reception at one of our casinos so that you can check the details that we have and update them if needed. After that you should be able to create an account on the app.I don't remember my app details
On the login screen please select ‘Forgotten your details’ and you will be able to reset your password.I don't remember my Genting card number
If you have lost your card you can visit your local Genting Casino and the team will be happy to replace your card and update your details and you will then be able to sign up for the app.I am receiving a network error when I try to log in or sign up
Please ensure that you are signing up via the correct button if you already have an account with us. If that doesn't resolve the error then please try uninstalling then re-installing the app and logging in again.I pre-registered for a casino membership and logged in to the app but can't use the app.
Once you have pre-registered and logged into the app a screen will appear when you open the app. To finish activating your account just show this number to a member of the team when you visit one of our casinos and you will be able to access all the features of our app.It is a different error
If none of these answers have helped you to resolve your issues then please contact mygenting@gentinguk.com with details of your issue including any relevant screengrabs or error warnings and the team will get back to you as soon as possible so that you can login.My recent visits or game activity have not updated in the app
In order for visits to be logged you will need to register your visit at reception on arrival. Similarly, for any play at live tables to be recorded you will need to show your memberhip card when sitting at the table. It can take up to 48 hours for badges or challenges to be marked as complete in the app. If you have recently visited then please check back again later. If you have completed a 'Birthday Visit' then this badge will update the day after your birthday regardless of the day you visited that counts towards completion.I visited Resorts World but the badge has not updated
In order for the challenge to be updated you will need to have booked / purchased with the same email address as your casino account (this may not be the same one that you used for your app account). If you are not sure what email address you need to use you can check your account details in the app or at reception on your next visit to a casino. If you have booked your Resorts World experience through a 3rd party (such as booking.com) you will need to ensure you updated your details at the venue to match your casino email address. It can take up to 48 hours for badges or challenges to be marked as complete in the app. If you have visited recently then please check back again later.Download
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