FAQ

FAQ - SUPPORT

At the casino

What advice is available on responsible gaming?

Responsible gaming is our top priority. Our team is trained to provide support at an early stage, explain limits and recommend breaks if requested. You can take advantage of voluntary measures such as breaks from visiting or betting. External counselling centres offer anonymous help free of charge. You can find all the details and important contact addresses on our player protection website playsponsible.at.

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Arrival & Parking

Is there a shuttle service to the casino?

Some casinos offer a shuttle service at specific times and within selected areas. The service is subject to capacity and is not intended for larger groups. There may be exceptions on public holidays. Please make your reservation in good time and have your pick-up address and mobile phone number ready. Please note that the shuttle service is not permitted to drive directly into pedestrian zones.

You can find out whether and how the shuttle service is currently available on the respective casino location page:

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Admission & Dresscode

What should I wear when visiting a casino?

The dress code at Casinos Austria is smart casual – in other words, smart, smart-casual clothing that you would wear when going out. Anything too casual, such as tracksuit bottoms or flip-flops, is out of place in the casino. An evening gown or a suit is not required.

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Members Club

Registration & Benefits

Why am I not receiving any newsletters?

If you have not received any newsletters from us yet, there could be several reasons for this. Our e-mails may have ended up in your spam folder – please check this first.

It may also be that we do not have your current e-mail address on file or that you have not agreed to receive marketing e-mails.

Simply enter your e-mail address in your user account or let us know when you check in that you would like to subscribe to the newsletter.

If you still do not receive anything despite having the correct settings, please contact our Service Center (service@casinos.at). We will be happy to help you so that you receive all future newsletters.

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Online Account

How can I change my personal details (e.g. address) in my Members Club user account?

To do this, log in to your user account on our website. Under ‘My account’ or in the profile area, you will find the settings for updating your personal details. There you can edit and save your address, telephone number or e-mail address, for example. If you need assistance or something is not working, our Casinos Austria Service Center will be happy to help you – alternatively, you can also notify reception of any changes during your next visit to the casino, and we will enter them for you.

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Shop

Order & Payment

I haven't received an order confirmation – what can I do?

After placing your order, you will immediately receive an order confirmation at the e-mail address you provided. The e-mail is sent as an HTML e-mail – some company servers block such messages.

Please also check your spam or junk folder. If you are unsure whether your order has been successfully submitted, please contact us by e-mail or telephone. We will be happy to help you.

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What can I do if I have mistakenly entered an incorrect delivery or billing address?

Please contact us by telephone as soon as possible so that we can correct the details before your order is dispatched.

To the contact page

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Feedback service

Please let us know if you have any questions, wishes, suggestions or complaints. We always welcome your feedback!

To the contact page