Frequently Asked Questions


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Recognising problem gambling

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:

  1. Spending more money and time on gambling than you can afford
  2. Finding it hard to manage or stop your gambling
  3. Having arguments with family or friends about money and gambling
  4. Losing interest in usual activities or hobbies like going out with friends or spending time with family
  5. Always thinking or talking about gambling
  6. Lying about your gambling or hiding it from other people
  7. Chasing losses or gambling to get out of financial trouble
  8. Gambling until all of your money is gone
  9. Borrowing money, selling possessions or not paying bills in order to pay for gambling
  10. Needing to gamble with larger amounts of money or for a longer time to get the same feeling of excitement or buzz
  11. Neglecting work, school, family, personal needs or household responsibilities because of gambling
  12. Feeling anxious, worried, guilty, depressed or irritable

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.

Why we may need to know more

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.

Blocking software

If there are concerns about getting access to or viewing gambling sites online, there is blocking software that can limit access to websites or other services available over the internet.

There are two kinds of blocking software generally available:

  1. General blocking software, which is designed to block any sites, you want and set access permissions or parental controls:

  1. Gambling-specific blocking software, which is designed to block gambling websites.

These are non-exhaustive examples of blocking software that are generally available on the web. Whilst such software can be a useful tool to control access to gambling sites, any use of the product will be between you and the third party provider (not Genting) and (in some instances) a fee may be charged for use.

There are now a number of Banks that have the ability for you as a customer to block any gambling transactions. For a list of financial services organisations in the UK that currently offer gambling blocks on debit cards see: There is also the ability to limit exposure to gambling advertising across social media platforms, such as is explained on this page:

How do I opt in or opt out of future marketing communications?

You can opt out of direct marketing at any time by following the ‘unsubscribe’ instructions included in every marketing communication, you can also opt in or opt out of marketing communications in casino by informing the reception team.

If I provided all the information for ‘Source of Funds’ (SOF) or ‘Source of wealth’ checks – do I need re-provide it?

No. We may, however, ask you to verify your identity, source of funds or provide additional information from time to time as part of our routine compliance checks and player protection measures.

I need to update my contact details; how do I now go about doing this?

You can update your contact details in Casino with the reception team.

Do I need to sign up or be a member to visit?

Not always, it depends on which casino you’re visiting as some of our casinos operate an open-door policy. Casinos with an open door policy don’t require you to be a member in order to visit. Find a list of casinos with an open-door policy here. However, it is still advisable to carry an ID with you for any casino you visit to verify you’re over 18. For non open-door casinos, you will need you to register with a valid photo ID. You can also pre-register here to save yourself time! All of our casinos offer special promotions and offers exclusively for My Genting members, so registration has more benefits than you might think.

Can I use my mobile phone or take photos in the Casino?

In non-gaming areas you are permitted to use a mobile phone, whilst also respecting other customers.

Generally, taking pictures within the casino is not allowed. However if you are in the casino for a special occasion our manager may be able to allow this as an exception. Please note that this will not however be permitted next to the gaming area as photography is strictly prohibited in this area.

Our land based casinos are all operated by Genting Casinos UK limited.
Company Number: 01519689
Registered Office: Genting Club Star City,
Watson Road, Birmingham, England, B75SA
Registered in England |
VAT number: 482826028

Genting Casinos UK Limited is licensed and regulated by the UK Gambling Commission (licence number 537).
Details of its current licence status as recorded on the Gambling Commission's website can be found here.

Copyright Genting Casinos UK Limited, 2024.
All Rights Reserved.

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