FAQ

FAQ - SUPPORT

At the casino

Is there a cloakroom and is it compulsory to use it?

Yes, all casinos have a cloakroom available for your use. It is not compulsory to use it, but it is recommended to make your visit more comfortable.

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Admission & Dresscode

What are the opening hours for the casino, bar and restaurant?

Casino Classic, Jackpot Casino, the slot machine area and the restaurant have different opening hours depending on the location. Please check the current opening hours before your visit. All casinos are open as usual, even on holidays. Only on December 24 will all 12 locations be closed.

You can find the contact details and opening hours for all 12 casino locations on the respective casino homepage:

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What is the minimum age for admission, and do I need ID?

Admission is permitted from the age of 18. Valid official photo ID is required for check-in. We cannot accept copies or photos (digital/physical). Please have your original ID ready. Check-in only takes a few minutes and increases the safety of all guests.

The following photo IDs (both physically or as an “eAusweis” e-ID card) can be used as proof of identity:

Driver's License (both physically or as an “eAusweis” e-ID card)
Identity Card (physically)
Passport (physically)
Official ID Card (physically)

Further information about your casino visit can be found here: Your first Visit to the Casino

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Members Club

Registration & Benefits

What advantages does the Casinos Austria Members Club offer me?

As a member of the Members Club, you benefit from a wealth of extras. You can take part in exclusive competitions and promotions and receive invitations to special events that are only accessible to club members. Depending on your level (RED, GOLD or PLATINUM), you can expect additional goodies: from welcome bonuses and birthday specials to exclusive experiences, free drinks and snacks, and cloakroom service. In short, your membership makes every visit to the casino even more rewarding.

You can find a complete overview of all the benefits on our website:

About the Member Card and the Members Club benefits

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How do I become a member or obtain a Member Card?

Membership of the Members Club is free and very easy to obtain. You can either join directly at the casino when you check in: fill out the application form and you will receive your Member Card immediately. Or you can conveniently register in advance online via our user account on the website. There you can activate your membership, generate an individual barcode during your next visit to the casino and simply show it at reception to receive your Member Card. In both cases, you can enjoy all the benefits immediately.

You can also find step-by-step instructions to the Members Club online on our website.

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What do I need to do to get the digital Member Card?

To use the digital Member Card, first open a user account and link it to your physical Member Card. The individual steps will be displayed in your account one after the other. Once successfully linked, you can load your digital Member Card into your Apple or Google Wallet. Simply follow the instructions: just click on ‘Get digital Member Card’ and the card will be saved on your smartphone. The next time you visit the casino, you can show your digital Member Card at reception. For more information on how to set up your account, please visit our website:

Members Club Registration

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What should I do if I lose my Member Card?

If you can no longer find your Member Card, please contact us immediately – preferably by email at service@casinos.at or by telephone at the Casinos Austria Service Center. Although your card is protected by a PIN (third parties cannot use it without authorisation), we will block it immediately as a precaution. The next time you visit the casino, we will issue you with a new Member Card free of charge, and your bonus and level points will be transferred. Tip: In the meantime, use your digital Member Card in your wallet to continue enjoying all the benefits. Our team will be happy to help you issue a replacement card.

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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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How do I link my online account to my Member Card?

The best way to do this is during your next visit to the casino: first create an online user account (if you don't already have one) and then start the linking process on site. In your account area, you will generate a barcode that you show at reception – this will link your account to your card. If the link does not work in individual cases, please contact our Casinos Austria Service Center Team – we will find a solution.

To the Login

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Online Shop

Vouchers & Redemptions

How do I redeem vouchers at the casino?

You can redeem your vouchers at the reception desk when you visit the casino:

Print@Home vouchers are scanned, and the relevant service section is removed from voucher booklets.

You will then receive the corresponding tickets and welcome chips in accordance with the service sections.

Please note: The Print@Home barcode is also valid for restaurant services.

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Offers

Packages

Can I also purchase Bar & Casino or Dinner & Casino packages on site?

Yes, both packages – the Bar & Casino package and the Dinner & Casino package – are also available at the casino. You can purchase many of these packages as gift vouchers (voucher booklets) both in our online shop (available in German) and directly at the casino.

We’ll be happy to advise you on the contents, validity and redemption of these vouchers when you visit. You can find more information about our packages on our package overview 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