Frequently Asked Questions

CASINO/GAMING

How many games are at Resorts World Casino New York City?
We have over 6,500 slot and table game machines on 2 spacious floors. All slot machines and electronic table games are available for play.

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 the 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 on your mailers or visit Genting Rewards to find out your current card level.

Where are my offers?
Your Free Play offers 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.
We’re happy to help! 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 the 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 and events. Additional benefits are available based on qualified play. Learn more about these benefits here.

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 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 emails 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 – 6 am.  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.

HEALTHY AND SAFETY PROTOCOLS

What are your hours of operation?
The gaming floor is open from 9am-5am, daily. The Genting Rewards Club is open daily from 8am-10pm. Beginning Monday June 28, Genting Rewards will be open 9am-12am Sunday – Thursday, and 9am-2am on Friday & Saturday.

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)?
Guests and team members who are fully vaccinated are not required to wear a mask. We require that everyone who is not fully vaccinated for COVID-19 wear a mask on property.

LOTTERY

Will Resorts World be able to sell and cash lottery tickets?
Play & Cash transactions under $600 can now be cashed at Resorts World Casino New York City between the hours of 8am-10pm daily.

Valid ID must be presented in order to cash NYS Lottery tickets. Non-expired acceptable forms of identification are as follows:

  • State issued non-driver ID
  • Driver’s license
  • Driver Learner’s permit
  • State/Government ID
  • IDNYC municipal ID card
  • US/Foreign Passport
  • Military ID
  • Permanent Resident/Green Card
  • Certificate of Citizenship
  • Birth Certificate and a form of photo ID with Name

The above forms of ID are only valid for cashing Lottery tickets. To cash Casino vouchers, only NYS DMV Issued Identification cards, Permanent Residents Cards and Passport will be accepted.

What if I have a transaction over $600?
For transactions over $600, appointments are required. To make an appointment, click here. 

Lottery tickets can be purchased at NYS Lottery machines or designated windows of the Lottery Cage.

What if I have old slot tickets?
For slot tickets that are 45 days beyond the issued date, appointments are required. To make an appointment, click here.

GENERAL INFORMATION

Where can I get information on your bus and public transit options?
There are several options for easy access to the casino. Please visit our Getting Here page to determine your best route.

Are your restaurants open?
Select food and beverage options are currently available. You can learn more here.

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?
We are not currently serving free beverages on the casino floor.

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.

What hotels are nearby?
We look forward to opening our Hyatt Regency hotel this summer. You can book your stay here. In the meantime, we are located near JFK International Airport with several hotels nearby.

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

Still need assistance? Get in touch with us via email.