Frequently Asked Questions

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My card details are no longer correct. Can I update them?

If you have changed address you can update your card from your e-cash wallet. If your card number has changed or you need to add a new card you will need to delete your current card first before adding a new one.

How do I use my e-cash balance?

Your online deposits are added to the same e-cash balance as in-person deposits at our cash desk. This balance is on your rewards card and can be used at our slot machines and e-tables.

I received a message that I can't add another card. What can I do?

For your security there is a limit on how many cards can be added in one gaming day. This will reset on the following day. If you believe there is an issue please visit the cash desk at your local Genting Casino.

Can I cash out or transfer my balance from the app?

No, if you would like to cash out please visit the cash desk at your local Genting Casino and the team will be able to help you.

I am getting 'Failed to create app account' error, what should I do?

This error indicates that there is already an app account connected to the card. If you already have an app account you shouldn't sign up again. Simply select 'casino and app member' and login with your email address and password.

My birthday is this month but my challenges aren't completing

Your birthday is calculated from the D.O.B we have on record for you in your casino account. On your next visit to one of our casinos please visit reception and check that we have the correct information for you.

I am getting error code 3010 / 3015 when trying to log in/reset my password, what should i do?

This error appears when you are trying to login/reset your password using an email that isn’t registered to an account.

Can you please try alternative emails as there is no app account associated with the email you are trying.

I completed all the challenges for the Birthday Bonanza badge but now I can't see them

If your birthday is the last day of the month and activity on that day completed a challenge or the badge you will be able to redeem this in the 'unclaimed rewards' section of the app where it will be available to redeem for 30 days.