1. Purpose of This Document
This document sets out the official contact procedures for Genting Casino Leicester. It describes how members of the public, registered guests, and account holders may direct enquiries, submit complaints, request account-related assistance, or seek information regarding responsible gambling support. This page does not describe products, promotions, or gaming services.
2. General Enquiries
For general enquiries relating to Genting Casino Leicester, including venue access, membership, opening arrangements, and administrative matters, contact should be made through the official channels published on the Genting Casinos website. Genting Casino Leicester operates as part of the Genting Casinos group, which maintains a central contact infrastructure for its UK venues.
Enquiries submitted through the official web form or by telephone are handled by the relevant venue or support team. Genting Casino Leicester does not accept enquiries submitted through third-party platforms as formal communications unless those platforms are explicitly referenced in the operator’s complaints procedure.
When submitting a general enquiry, the following information should be included where applicable:
- Full name of the individual submitting the enquiry
- Membership or account reference number, if applicable
- Date and nature of the matter being raised
- Preferred method of response
3. Customer Support Channels
Genting Casino Leicester provides customer support through the contact channels maintained by Genting Casinos. These channels are intended for use by individuals with queries relating to their account status, venue visits, or administrative matters connected to their relationship with the operator.
Support requests should be submitted through the official Genting Casinos contact page. Response times may vary depending on the nature and volume of enquiries received. The operator is expected to acknowledge receipt of a support request within a reasonable period and to provide a substantive response in accordance with its published service standards.
Individuals seeking support outside standard operating hours should use the web form or email contact option, where available, to ensure their enquiry is logged and addressed at the next available opportunity.
4. Complaints Procedure
4.1 Initial Complaint Submission
Under UK gambling regulation, Genting Casino Leicester is required to maintain a clear and accessible complaints procedure. Any individual who wishes to raise a formal complaint should do so directly with the operator in the first instance. The complaints procedure should be available on the operator’s website or at the venue premises.
When submitting a complaint, the following steps should be followed:
- Contact Genting Casino Leicester through the designated complaints channel
- Provide a clear description of the matter, including relevant dates, times, and amounts where applicable
- Attach or reference any supporting evidence
- Retain copies of all correspondence submitted
4.2 Operator Response Timeframe
In accordance with guidance issued by the UK Gambling Commission, a gambling business is required to resolve a complaint within eight weeks of receipt. Upon conclusion of its investigation, the operator must communicate the outcome to the complainant and set out any available next steps.
4.3 Escalation to Alternative Dispute Resolution
If a complainant is not satisfied with the outcome of the operator’s complaints process, or if the operator has not resolved the matter within the required timeframe, the complainant may escalate the matter to an Alternative Dispute Resolution (ADR) provider. Escalation to an ADR provider is only available after the operator’s internal complaints process has been completed or has failed to produce a resolution within the permitted period.
Information regarding the ADR provider used by Genting Casino Leicester should be available within the operator’s terms and conditions or complaints policy documentation.
4.4 Gambling Commission Referral
The UK Gambling Commission does not adjudicate individual disputes between players and operators. However, it accepts reports of operator conduct that may indicate a breach of licensing conditions. Reports may be submitted to the Gambling Commission directly through its official website. The Commission may use such reports to inform its regulatory oversight of licensed operators.
5. Responsible Gambling Support Contacts
Individuals who require support in connection with gambling-related harm may contact the following services, which operate independently of Genting Casino Leicester:
- National Gambling Helpline (England and Scotland): 0808 8020 133, available 24 hours a day, seven days a week.
- National Gambling Helpline (Wales): 0808 2819 265, available 24 hours a day, seven days a week.
GambleAware provides further information and referral to treatment services through its official website. These services are free of charge and confidential.
Requests to apply account restrictions, including deposit limits or self-exclusion, should be directed to Genting Casino Leicester through its customer support channels. The operator is required to process such requests in accordance with its responsible gambling obligations under its UK Gambling Commission licence.
6. Regulatory and Licensing Information
Genting Casino Leicester operates under a licence issued by the UK Gambling Commission. Licensing information, including the licence number and the name of the licence holder, is required to be published by the operator in accordance with its regulatory obligations. This information may be found in the footer of the official Genting Casinos website or within the operator’s terms and conditions documentation.
Any concerns regarding the regulatory status or conduct of Genting Casino Leicester may be directed to the UK Gambling Commission through its official contact channels.
7. Data and Privacy Enquiries
Enquiries relating to the processing of personal data by Genting Casino Leicester, including subject access requests and requests for data deletion or correction, should be submitted in writing to the operator’s designated data protection contact. Details of the data protection officer or responsible contact are set out in the operator’s Privacy Policy, which is published on the official Genting Casinos website.
Data-related requests are handled in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. The operator is required to respond to subject access requests within one calendar month of receipt.
8. Third-Party Complaint Tools
The UK Gambling Commission references Resolver as a free online tool that may assist individuals in submitting complaints to gambling businesses. Use of Resolver or any similar third-party platform does not replace the operator’s internal complaints procedure and does not constitute formal escalation to an ADR provider. Individuals using third-party tools should ensure that their complaint is also submitted directly to Genting Casino Leicester through the operator’s official channels.
9. Contact Accuracy and Updates
The contact information and procedures described in this document reflect the general framework applicable to UK-licensed gambling operators and the publicly available information relating to Genting Casino Leicester and Genting Casinos. Individuals are advised to verify current contact details directly through the official Genting Casinos website, as specific telephone numbers, email addresses, and support hours may be subject to change without prior notice on this page.