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Responsible Gaming’s Policy

We are committed to create a safe gaming environment via our Responsible Gaming program that helps our valued patrons to make informed choices to ensure their gaming remains free from gaming related harms.

As a responsible operator, we are also committed to ensure regulatory compliance with all applicable laws and regulations and to collaborate with the government, responsible gaming bodies and the community to minimize any negative social impacts due to gaming.

1. What is Gambling?

Gambling involves wagering money or other valuables on activities or events with uncertain outcomes. While some individuals can participate in gambling recreationally without risk, others may face challenges over time.

2. What is the House Edge? 

The house edge represents the percentage of each bet that the house is statistically expected to retain over time, assuming standard patterns of play. This ensures the house maintains a long-term profit.

Tips for Safer Gambling 

  • Treat gambling as a form of entertainment, not a way to earn money.
  • Only gamble with money you can afford to lose.
  • Set a time limit and a loss limit before gambling.
  • Avoid chasing losses—know when to stop.
  • Never gamble when feeling depressed, upset, intoxicated, or otherwise not in a clear mental state.
  • Actively seek help if you experience harm from gambling.

3. Warning Signs of Gambling Disorder 

  • Noticeable decline in personal grooming or appearance over several days.
  • Significant increase in spending.
  • Gambling for extended hours.
  • Requesting credit or borrowing money from other patrons.
  • Irritable, depressed, or distressed behaviour, such as crying after a loss

4. Common Gambling Myths vs. Facts

MythsFacts
Gambling is a good way to make money.

Gambling is a form of entertainment, with the casino holding a house advantage.

Tracking past game trends can increase your
chances of winning.

Game outcomes are random and independent, with no
correlation to past results.

There are “sure-win” casino strategies.

Beware of scammers promoting “sure-win” strategies. All games favour the house.

5. Social Safeguard (Position: Need Help?) 

Befrienders Helpline03-7627-2929

Life Line Association Malaysia Counselling Helpline
03-4265-7995

6. RG Accreditation 

Resorts World Genting achieved a historic milestone in December 2023 by becoming the first gaming operator in Malaysia to attain an International responsible gaming (RG) accreditation from Responsible Gambling Council (RGC) based in Canada.

Self-Exclusion Program：
 

Resorts World Genting offers options for players to exclude themselves from all gaming activities in the gaming area either permanently or temporarily.
 

Permanent Gaming Area Self-Exclusion
A permanent self-exclusion program to exclude you from entering our gaming area at Genting Highlands. Any revocation can only be requested after six (6) months from the date of the self-exclusion and is subject to our stringent review.
 

Temporary Gaming Area Self-Exclusion (7-Day Cooling-Off Period)

  • A temporary self-exclusion program to exclude you from entering our gaming area at Genting Highlands for seven (7) days.
  • For more information, please call our 24-hour hotline at +603 6105 9557.

Apply Online

Set My Limit

Resorts World Genting has created a tool called Set My Limit for our guests to utilise at our gaming areas.

The Set My Limit tool is available for voluntary participation. It aims to assist our guests in controlling their gaming by setting their time and spending limit at Electronic Gaming Machines (EGMs) in order to keep gaming enjoyable.

There are three limits that guests can choose to control their gaming:

  • Time-at-game limit: guests can select the amount of time they want to play for (e.g. 3 hours)
  • Time-of-day limit: guests can select the time they want to stop playing (e.g. 6pm)
  • Spending limit: guests can set the daily spending limit they wish to spend at the EGMs


How does it work?

  • Set how long, how much and/ or what time you want to stop playing on EGMs.
  • Upon reaching the limit, your Genting Rewards card will be locked. You are unable to continue playing. However, you are able to cash out your credit.


Can I change the limit?

  • Yes, you can change the duration, time to stop and/ or spend amount before hitting any of your limits.
  • For the spending limit, you will need to set a higher amount than previously.


How is the duration and spending limit calculated?

Only gameplay on EGMs (e.g. slot machines and Electronic Table Games) using the Genting Rewards card will be considered to calculate the gameplay time and/ or spend.

  • Time-at-game limit: The calculation will stop when the Genting Rewards card is ejected from the EGMs and will resume when the Genting Rewards card is re-inserted into the EGMs.
  • Time-of-day limit: Time is according to the time of the EGMs system.
  • Spending limit: The calculation of the spending limit will commence upon placing cash after the Genting Rewards card is inserted into the EGMs’ card reader (including the Cash Deposit Machine that converts to credits by using EGMs).
  • All the limits will be reset on a daily basis at around 4am.

More terms & conditions apply, please refer to the Terms & Conditions listed below.


Any questions?

You may enquire with our Responsible Gaming Ambassador if you wish to know more about the Set My Limit feature.
 

  1. Set My Limit is open to all Genting Rewards card members (“Members”) at least 21 years and above.
  2. Resorts World Genting shall not be liable for any loss (including, but not limited to, monetary losses and loss of benefits and privileges incurred arising from or in connection with “Set My Limit”, including any losses incurred) by reason of any:
    a) Failed or late issuance of notifications
    b) Failure or delay of Members receiving the notification
    c) Incorrect recording of gameplay time and/ or amount spent (including incorrect recording of gameplay time and/or amount spent due to misuse of Genting Rewards card).
    Regardless of whether (a) - (c) was caused by any fault or negligence by Resorts World Genting.
  3. By choosing to set the limit at EGMs, members are deemed to have:
    a) accepted and agreed to be bound by these Terms and Conditions and any other instructions, terms and conditions that Resorts World Genting may issue from time to time.
    b) consented to Resorts World Genting collecting, using, disclosing and processing your personal data for the purposes of implementing this tool
  4. Members shall fully indemnify and keep Resorts World Genting indemnified against all claims, damages, costs and/ or expenses made against or incurred by Resorts World Genting and its directors, officers, employees, affiliates, subsidiaries, agents, and/ or tenants arising from or relating to, without limitation, Member’s use of the tools and/or any breach of these Terms and Conditions.
  5. Resorts World Genting reserves the right, in its sole and absolute discretion, to enhance, modify, suspend or permanently discontinue this tool, and/ or amend any of these Terms and Conditions without prior notice and compensation to any Members.
  6. All decisions made by Resorts World Genting in relation to this tool and/ or these Terms and Conditions shall be final and conclusive in each case.
  7. In the event of any inconsistency or discrepancy between the Terms and Conditions and the contents of any brochure, marketing and/ or promotional materials relating to this tool, these Terms and Conditions shall prevail.
  8. In the event of inconsistency or discrepancy between the English version and the other versions of the Terms and Conditions, the English version shall prevail.
     

Need Help?


Responsible Gaming Ambassadors
Our Responsible Gaming Ambassadors are trained specialists who are available 24 hours a day, seven days a week to provide assistance and information on responsible gaming-related matters. They can assist players in enrolling in self-exclusion programs and/or referring players to professional counselling services. Details of all discussions are treated confidentially.


Responsible Gaming Corner
The Responsible Gaming Corner is a focal point for players seeking assistance with their gaming behaviours. The Responsible Gaming Corner is easily accessible and is located within the gaming areas, and operates daily from 12nn to 12mn. The Responsible Gaming Corner is staffed by trained employees who are available to assist players with responsible gaming information and assistance and referral to Responsible Gaming Ambassadors.


Responsible Gaming Hotline
If you wish to speak to our Responsible Gaming Ambassador, please call our 24-hour hotline at +603 6105 9557.