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.

Yet To Turn A Profit, Resorts World Catskills Casino Puts 40-Year Gaming Veteran DeSalvio In ChargeIt is a new deal for the struggling Resorts World Casino in the Catskills, which has lost more.

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

1. Resorts World Catskills is a hotel and casino located in Monticello, New York. It opened on February 8, 2018, and is owned and operated by Empire Resorts. It was built on the former site of the Concord Hotel. The property features 65,000 square feet (6,000 m 2) of gaming space with 112 table games and over 2,150 slot machines, and an 18-story hotel tower with 332 suites.
2. The public company that owns the struggling Resorts World Catskills casino will sell its remaining interest in the property to the majority owner. SUBSCRIBE NOW $1 for 3 months.

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.

HEALTHY AND SAFETY PROTOCOLS
Will there be any changes to the hours of operation?
The gaming floor will be operating open daily from 8am-10pm. The Genting Rewards Club will be open daily from 8am-10pm. Our Food Court and Good Friends Noodle House are now open however, 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?
To protect New York's containment of COVID-19, guidelines have been established for out of state travelers. You can read the specifics of these guidelines here. Guests traveling from other states, with the exception of states that are contiguous with New York, will not be permitted to visit Resorts World Casino New York City until they have completed the mandatory guidelines.
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?
We are following closely the guidelines and recommendations set forth by the Department of Health and the Centers for Disease Control. Our new health and safety protocols will be communicated via signage across the property highlighting the guidelines that have been put into place.

CASINO/GAMING
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.

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.

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.

Resorts World Catskills Casino Opening

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.

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?
Per Governor Cuomo's latest guidelines on indoor dining, our food and beverage options are not currently available. We look forward to bringing them back once we are able to.

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.

Resorts World Catskills Casino Floor Maps

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.

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

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.

General Information

Will there be any change to the hours of operation?

Gaming Floor
The gaming floor will be operating at 25% capacity from 8am to 10pm daily until further notice. Currently, our slot machines, Sportsbook 360, and live table games (with the exception of the poker room) are open.

The following table games are currently available for play:

o Blackjack
o Craps
o Roulette
o Baccarat
o 3 Card Poker
o Let It Ride
o Caribbean Stud
o Ultimate Texas Hold’em
o Casino War
o Pai Gow Tiles
o Pai Gow Poker
o Crazy 4 Poker
o Mississippi Stud

Food & Beverage
We have opened select food and beverage options. Following NYS Guidelines, no food or beverage will be permitted on the gaming floor.

RW Food Hall is open daily from 8AM-10PM.
Good Friends Market is open daily from 11AM-5PM.
24/7 Bistro is open daily from 7AM- 10PM.
Cellaio Steak is open for dinner Wednesday through Sunday. Check herefor hours and menu.
Empire Lounge is open Friday through Sunday. Check herefor hours and menu.

Players Club
The Players Club will be open 10am-10pm.

Resort Operations
The main hotel tower is now taking reservations for all guests. You can book your stayhere.

Can guests come to Resorts World Catskills if they don’t live in New York?
To protect New York’s containment of COVID-19, guidelines have been established for out of state travelers. You can read the specifics of these guidelines here. Guests traveling from other states, with the exception of states that are contiguous with New York, will not be permitted to visit Resorts World Catskills until they have completed the mandatory requirements.

Where can I review your safety protocols?
You can read our 21-point safety plan here. We have installed plexiglass barriers for your safety and comfort in the areas where appropriate. Table games, slot machines and service areas have been enhanced. To help with social distancing, floor markers and signage are prominently displayed.

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 member with a temperature 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 to allow guests to clean common areas before touching.

How will Resorts World Catskills communicate new health and safety protocols to onsite guests?
We are following closely the guidelines and recommendations set forth by the New York State Department of Health and the Centers for Disease Control. Our new health and safety protocols will be communicated via signage across the property highlighting the guidelines that have been put into place.

Casino

What live table games are available for play?
The following table games are currently available for play:
o Blackjack
o Craps
o Roulette
o Baccarat
o 3 Card Poker
o Let It Ride
o Caribbean Stud
o Ultimate Texas Hold’em
o Casino War
o Pai Gow Tiles
o Pai Gow Poker
o Crazy 4 Poker
o Mississippi Stud

When will craps and the poker room be available for play?
Resorts World Catskills continues to work diligently with the New York State Gaming Commission on all game approvals.

Is my PIN still the same?
Yes. If you forgot your 4-digit PIN, please stop by the Players Club to reset it. If there have been any changes to your contact information, please make sure to update your account at the Players Club.

Did my Comp Points expire?
No. Points only expire after inactivity. We’re extending the time frame to make sure you’re able to use all your points when you’re ready.

Where are my offers?
New offers are being mailed and will be visible in your Player Portal. Your new offers have current valid dates to ensure you have the very best we have to offer. The calendar is full of great gifts & exciting giveaways so stay tuned.

Resorts World Catskills Casino Parking

Will my entries still count?
All entries for the Pick-A-Porsche Giveaway will be rolled into a new drawing date.

Will expired free slot play/match play be honored?
Promotions that have expired are not valid because new offers will be extended. Any players with loyalty offers may be notified by email the valid dates for any offers that have been extended. Please check your mail or Player Portal.

Will lack of play be waived for tier renewal?
The pause in playtime will be taken into consideration when we evaluate your tier card status for 2021.

What if my slot machine cash out voucher expired while Resorts World Catskills was temporarily closed?
We are extending the expiration date for slot machine cash out vouchers an additional 6 months from their current expiration dates if the voucher expiration date occurred on or before March 15, 2020. All vouchers over 365 days old have to be processed by the cage as they will not be accepted at kiosks or slot machines.

Hotel and Dining

Will the hotel be open?
The main hotel tower is now taking reservations for all guests. You can book your stay here.

What if I made a reservation for a date when the hotel will be closed?
All hotel reservations made for dates during the hotel closure will be cancelled and refunded in full. Please note it may take 3-5 business days for the refund to appear. If you would like to cancel or change a reservation, please email [email protected] for assistance. Please provide your confirmation number and reservation name. In the event your reservation was made with a 3rd party, (Booking.com, Expedia, etc.) please contact them directly.

Resorts World Catskills Casino Floor Map Layout

Will your restaurants be open?
We will be opening with select food and beverage options.
RW Food Hall will be open daily from 7AM-12AM.
Good Friends Market will be open daily from 2PM-4AM.
24/7 Bistro will be open daily from 12PM-2AM.

Entertainment

Which canceled events will be rescheduled?
We are committed to be your place to play and will work inside the guidelines regarding the necessary steps to bring back the exciting events you are accustomed to. This includes any and all entertainment in the RW Epicenter. You can stay up to date on the latest entertainment updates here. Some events may not be rescheduled due to the circumstances.

Resort World Catskill Casino Open

I bought tickets to a show on Ticketmaster but the show has been postponed. What now?
Hang on to your tickets — they will be honored for the new date. Please reach out to Ticketmaster with any questions.