Genting Casino Leicester provides several contact options for customers, visitors, and members of the public who need to raise a query, submit a complaint, or seek assistance. This page outlines the available contact channels, the scope of each channel, and the procedures that apply when making contact.
How to Reach Genting Casino Leicester
Genting Casino Leicester operates a land-based casino venue in Leicester. Enquiries relating to the venue, membership, events, or general operational matters should be directed to the venue.
Contact details, including the venue telephone number and any available email address, are published on the official Genting Casinos website. That source should be checked for the most current information, as contact details may be updated periodically.
Written correspondence can also be sent by post. Any written communication should be clearly addressed to the management team at the Leicester venue and include the following:
- Full name
- Return postal address or email address
- Clear description of the enquiry or concern
The venue aims to acknowledge written correspondence within five working days of receipt.
Scope of Customer Enquiries
Customer support at Genting Casino Leicester handles enquiries in the following categories:
- Venue access and membership: entry requirements, membership registration, identification documents required, and venue policies.
- Operational matters: opening hours, facilities, accessibility arrangements, and general venue procedures.
- Complaints: formal complaints relating to an experience at the venue, including concerns about staff conduct, venue conditions, or the application of venue policies.
- Responsible gambling support: information about responsible gambling procedures, self-exclusion arrangements, or referrals to external support services.
- Data protection and personal information: requests relating to personal data held by the venue, including subject access requests and requests to correct or delete data.
Enquiries that fall outside these categories are not handled through the venue contact channels. Regulatory matters, licensing questions, and disputes that have not first been raised directly with Genting Casino Leicester should be directed to the appropriate external bodies, as described below.
Complaints Procedure
To make a formal complaint, contact Genting Casino Leicester directly so that the matter can be considered and a response provided. Complaints may be submitted by telephone, in writing, or in person at the venue. The following information should be included where possible:
- Date and nature of the issue
- Any relevant reference numbers
- Preferred contact method for the response
Receipt of a complaint will be acknowledged and a substantive response will be provided within a reasonable timeframe. Some matters may require further investigation.
If the response is not satisfactory, or if the complaint remains unresolved after completion of the internal process, the matter may be escalated to an approved Alternative Dispute Resolution (ADR) provider. The Independent Betting Adjudication Service (IBAS) is an approved ADR body for the UK gambling sector and can be contacted via ibas-uk.com.
Concerns about whether a licensed operator is meeting its regulatory obligations may also be reported to the Gambling Commission. The Gambling Commission does not adjudicate individual disputes between customers and operators but accepts information about potential licence breaches. The Commission can be contacted through its official website at gamblingcommission.gov.uk.
Responsible Gambling Contacts
Individuals who are concerned about their own gambling, or the gambling of someone they know, are encouraged to seek support.
The National Gambling Helpline is available free of charge, 24 hours a day, and can be contacted on:
- 0808 8020 133 (England and Scotland)
- 0808 2819 265 (Wales)
This service is operated by GamCare and is independent of Genting Casino Leicester.
Genting Casino Leicester also operates responsible gambling procedures, including self-exclusion arrangements. To discuss self-exclusion or any other responsible gambling measure, contact the venue directly and ask to speak with a member of the management team. Such requests are handled with discretion and in accordance with obligations under the applicable operating licence.
Data Protection Enquiries
Individuals who wish to exercise their rights under applicable data protection legislation, including submitting a subject access request or raising a concern about how personal data is processed, should contact Genting Casino Leicester in writing.
Requests should include sufficient information to allow identification of the relevant records and to enable an appropriate response. Data protection requests will be handled within the timeframes required by law.
Third-Party and Regulatory Bodies
Depending on the nature of the enquiry, the following external organisations may be relevant:
Gambling Commission
Address: 4th Floor, Victoria Square House, Birmingham, B2 4BP
Website: gamblingcommission.gov.uk
Independent Betting Adjudication Service (IBAS)
Website: ibas-uk.com
National Gambling Helpline (GamCare)
Phone (England and Scotland): 0808 8020 133
Phone (Wales): 0808 2819 265
Website: gamcare.org.uk
These organisations operate independently of Genting Casino Leicester. The company does not control their processes or response times.
Response Times
Enquiries are handled as promptly as reasonably possible. Telephone enquiries are addressed during venue operating hours.
Written and email enquiries are typically responded to within five working days. Formal complaints may require additional time depending on the complexity of the matter. Where a response is likely to take longer than the standard timeframe, updates on progress will be provided.