Resorts World Casino NYC

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FAQ

Frequently-Asked-Questions

Will Resorts World be able to sell and cash lottery tickets?
The New York Lottery Center located at Resorts World Casino New York City is temporarily closed. There will be no lottery operations for at least the first week of opening, including scratch off and quick pick vending machines. Please continue to make appointments with the New York State lottery offices to cash lottery tickets. For alternative lottery centers, please click here.

What if I have old slot tickets?
Slot tickets that are 45 days beyond the issued date cannot be used in the slot machines or cashed at the cage. Expired slot tickets (beyond 45 days) cannot be cashed at Resorts World Casino New York City temporarily. You may hold them until the Lottery system is operational or you mail them to the New York State Lottery. For alternative lottery centers, please click here.

Will there be any changes to the hours of operation?

The gaming floor will be operating open daily from 10am – 6am. The Genting Rewards Club will be open Sunday-Thursday 10AM-10PM, Friday and Saturday 10AM-midnight. In accordance with New York City guidelines, all food and beverage outlets will remain closed until further notice. In addition, our retail store will not reopen at this time.

Can guests come to Resorts World New York City if they don't live in New York?
In response to increased rates of COVID-19 transmission in certain states within the United States, and to protect New York's successful containment of COVID-19, a travel advisory has been issued for anyone returning from travel to states that have a significant degree of community-wide spread of COVID-19.  You can check to see a list of these states here. Guests traveling from those states will not be permitted to visit Resorts World Casino New York City until they have completed the mandatory 14-day quarantine.

Where can I review your safety protocols?
You can read our 21-point safety plan here

Will the casino adhere to social distancing protocols like the use of personal protective equipment (PPE)?
We require that everyone on property wear a mask. Regulations for your safety and the safety of others will be followed. We encourage you to bring your own mask, but will have them available upon entry for purchase.

What will you do if a guest or employee comes to the property with a high temperature or symptoms of COVID-19?
Upon arrival, our security team will be conducting noninvasive temperature checks using thermal scanners for both guests and employees. Any guest or team members with a temperture above 100.4 degrees will not be permitted entry.

How often will you be cleaning the property?
The RW Clean Team will be regularly deployed to clean and disinfect high-touch areas for both guests and team members throughout the property. Sanitation stations equipped with hand sanitizer and sanitizing wipes are located on the casino floor and throughout the property to encourage frequent hand washing and allow guests to clean common areas before touching.

How will Resorts World Casino New York City communicate new health and safety protocols to onsite guests?
Our new health and safety protocols will be communicated via signage across the property highlighting the guidelines that have been put into place.a

Is my PIN still the same?
Yes. If you forgot your 4-digit PIN, stop by Genting Rewards to reset it. While there, make sure to update your account if there's been any changes to your contact information.

Did my Comp Points expire?
No. Points only expire after inactivity. During this time that we were on pause, your points have also been placed on pause. Any points that were to expire due to inactivity will not expire for an additional 120 days following re-opening.

Has my card level changed?
Your card status as of April 1, 2020 will be valid through June 30, 2021. Refer to your offer panel to see your current card level.

Where are my offers?
Your Free Play offers are included in this mailer, and are on your account. Any previous Free Play offers communicated prior to closing are no longer available. Your new offers have current valid dates to ensure you have the very best we have to offer. 

My card expired and/or I need a replacement card.
As all Gold, Platinum and Black cards expired in April, please come to Genting Rewards with your valid photo ID for a new card.

What is the age requirement to play slot machines or electronic table games?

Guests under 18 years of age are not allowed at Resorts World Casino NYC. This includes the gaming floor, dining outlets, and general property. Consumption of alcoholic beverages is limited to guests 21 and older.

Please bring a valid photo ID in the event you are asked to provide proof of your age.

What forms of ID are accepted?

We accept non-expired:

  • State issued non-driver ID
  • Driver's license
  • IDNYC municipal ID card
  • Passport
  • Military ID
  • Permanent Resident/Green Card

Are there special offers for players?

Genting Rewards is our player's club and membership is free with a valid photo ID. Guests that sign up and use their card during play will earn points to use for food, events and in our retail store. Additional benefits are available based on qualified play. Learn more about these benefits here.

Where can I get information on your bus and public transit options?

There are several options for easy access to the casino, including our direct-to-casino Red Express buses. Please visit our Getting Here page to determine your best route.

What is the admission and parking cost?

There is no admission charge to enter the casino. Free parking is available on our self-parking surface lots. Garage parking is free for all Genting Rewards members.

Are ATMs available?

Yes, ATMs are located throughout the Casino.

What type of currency is accepted?

Our games accept U.S. dollars and gaming vouchers received through the Promotions department or purchased at the casino cage or received when you cash out of a game.

Are free alcoholic beverages served?

Per New York State guidelines, we are not permitted to serve beverages on the casino floor at this time.

Are wheelchairs available?

No, but the casino is wheelchair-user friendly with designated parking spaces, ramps and restrooms.

Can I smoke inside the casino?

In compliance with New York State law, smoking is not permitted inside the gaming facility or any indoor area at Resorts World Casino New York City. Designated smoking areas outside are available with access from both gaming floors.

How can I obtain my win/loss statements?

You can request the most current year's win/loss statement here.

All statements will be mailed to the address listed on your Genting Rewards account.

What hotels are nearby?

We are located near JFK International Airport with several hotels nearby. Learn more about these hotels here.

How many games are at Resorts World Casino New York City?

We have over 6,500 slot and table game machines on 3 spacious floors.

What kind of electronic table games do you have?

Our games include Blackjack, Three-Card Poker, Craps, Roulette, Bacarrat and Sic Bo.

What is the best way to receive information about Resorts World Casino New York City?

We send active Genting Rewards members e-newletters with their offers on a monthly basis. Make sure to provide your email address when signing up for your free membership. Email addresses can be updated at any time by visiting the Genting Rewards counter.

Don't have a membership? Follow us on Facebook & Twitter for the latest news.

Why don't I receive promotional offers in the mail anymore?

All promotional offers are based on an individual's gaming activity/history. To receive offers, your Genting Rewards card must be used every time you play. For specific questions on your account, please visit the Genting Rewards counter with your valid photo ID.

Where and how do I redeem promotion offers?

Your offers are available via a voucher which can be printed at any red Genting Rewards kiosks in the Casino. You will need your Genting Rewards card and your PIN# to redeem. Note: Only your primary card can be used to redeem/print your voucher (NOT the card with an asterisk *).

Cards with the asterisk (*) can only be utilized to earn points/track play.

How do I redeem my gaming vouchers after I cash out from a slot or table game machine?

All vouchers may be redeemed at a ticket redemption kiosk or at the casino cashier within 45 days of the date the voucher is printed. After 45 days, the voucher must be redeemed at either the Lottery Claim Center next to the Food Court or at a New York Lottery Office:

The Lottery Claim Center is open daily from 10 am – 10 pm.  The New York City Lottery Office is located at 15 Beaver St. New York, NY 10004 and hours are Monday - Friday from 9 am - 4:30 pm.

What is your policy on ethical and honest conduct?
Click here to learn more about our Anti-Bribery & Anti-Corruption Policy.

Still need assistance? Our call center is happy to answer additional questions at 888-888-8801.