Frequently Asked Questions

Safety Protocols

Where can I review your safety protocols?
You can read our 21-point safety plan here. While we have removed plexiglass barriers from most tables and slots, select games will still have plexiglass barriers for those seeking that experience. Masks are optional for fully vaccinated guests. Guests who are not yet vaccinated are required to wear a mask and follow social distancing guidelines.

Current Protocol: Will the casino adhere to social distancing protocols like the use of personal protective equipment (PPE)?
In accordance with the governor’s new guidelines, masks are optional on property.

General Information

What are your hours of operation?
Our casino is open 24 hours a day, 7 days a week. Head to our Dining page and select the restaurant you are interested in to find their hours of operation.

Genting Rewards
Genting Rewards is open Sunday through Thursday from 10AM-10PM and Friday and Saturday from 10AM-12AM.

Resort Operations
The main hotel tower and The Alder is open for reservations 7 days a week. You can book your stay here.

Are ATMs available?
Yes, ATMs are located throughout the resort and casino. The ATM fee is $4.99 and is subject to any fees associated with your personal bank.

I think I left something behind, how can I contact the Lost and Found?
Lost and Found is open 24/7 and can be reached at 845-428-7200 ext 1928

How do I get to Resorts World Catskills?
Resorts World Catskills is conveniently located off of exit 106 on Route 17 in Monticello, New York. Please visit our directions page for further information. Our address is 888 Resorts World Drive, Monticello NY 12701.

Is there shopping on site?
While we do have our RW Merch shop at the casino, the Galleria at Crystal Run in Middletown, New York offers a larger array of shopping options and is about 25 minutes from Resorts World Catskills. In addition, Woodbury Common Premium Outlets is just 45 minutes from the casino.

Is the water park open?
The Kartrite Indoor Water Park is now open on the Resorts World Catskills campus. Visit their website here.

Is your establishment kid friendly?
Currently we are geared more towards gaming and entertainment for people 21 and older as that is the minimum age to be on the gaming floor. We do however have a pool and 4 restaurants that anyone under 21 can enjoy

What else is there to do in the area?
In addition to world class gaming and resort amenities at Resorts World Catskills, there are many things to do in the Catskills. Click here to check out more nearby attractions.

Do you have any buses running to Resorts World Catskills?
Information regarding our bus routes can be found here. To book a charter or for questions regarding our bus tours, please contact our Bus Coordinator at [email protected] or 845-428-7269

Are pets allowed in the hotel and casino?
Only service animals with supportive documentation are allowed in the hotel and casino. Should you need assistance in making kennel arrangements nearby or finding hotels in the area that accept animals, our Concierge will be happy to assist you. Please call 833-586-9358

What is the age limit to visit Resorts World Catskills?
Guests must be 21 years or older to enter the casino gaming floor. However, the property offers additional entertainment and dining options for guests who are under the age of 21. This includes our Cellaio Steak, Lotus, 24/7 Bistro, Dos Gatos, Topgolf Swing Suite and RW Food Hall.

Casino

What live table games are available for play?
The following table games are currently available for play:

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

Do you have scooters or wheelchairs available for rent?
We are not able to rent out scooters or wheelchairs at this time.

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

Did my Comp Points expire?
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.

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.

What do I have to do to receive comp offers?
Please be sure to sign up for a Players Club card to stay in the know and receive offers. Complimentary offers are earned based upon your average bet and length of play. For specific questions on your account, please visit the Players Club.

Why don’t I receive promotional offers in the mail?
All promotional offers are based on an individual’s play. To receive offers, your Players Club card must be used every time you play. For specific questions on your account, please visit the Players Club

How many slot machines do you have?
Resorts World Catskills has over 1,500 slot machines available and we are constantly bringing in slot machines with the newest technology.

How many Table Games do you have and what are the minimums?
Resorts World Catskills offers over 150 live table games with minimum bets starting at $15. Carnival games may have a lower minimum bet. The minimum bet is based on the time of day and the crowd size.

Is smoking permitted on the casino floor?
We are a non-smoking facility per New York State regulations, however we do have smoking decks available off of the casino floor

Why do you have to be 21 to gamble in your casino and not 18 like other casinos in New York?
We are a class 3 gaming facility, which means we have live gaming tables as well as complimentary beverage service on the floor, so the NYS gaming commission requires you to be 21 to gamble here.

Do you have bingo?
While we have over 100,000 square feet of slot machines and live dealer gaming tables, we currently do not have bingo available.

Do you have live dealers?
We are a Las Vegas Style casino which means we have live table game dealers at our gaming tables 24 hours a day, 7 days a week.

How do I obtain a Win/Loss statement?
To obtain a win loss statement, please contact the credit office line and they will give you a printed statement. They can be reached at 845-428-7200 x 1129.

Does RWC offer credit lines? If so, how do I apply?
We do offer credit lines. You can fill out an application on our website here. If you have any questions, please contact the credit office at 845-428-7200 x 1129 or your assigned casino host

Are there instructions on how to play table games?
Instructions on how to play the various table games we offer can be found here.

Are drinks on the gaming floor complimentary?
Complimentary drink service is available to those guests actively playing on the casino floor

How can I find out my Players Club point balances and special offers?
You can access your player’s club information online by visiting the Player Portal here. You will need your player’s card number and pin to access the information

Hotel and Spa

How many guest rooms are there at Resorts World Catskills?
Our all-suite hotel features 332 luxurious guest rooms, ranging in size from 600 to 2,200 square feet. In addition to our main hotel tower, our new lifestyle The Alder offers 101 guest rooms.

Can I make a room reservation online?
Yes, reservations can be made online by visiting our booking page here.

What forms of payment does the hotel accept?
We accept American Express, Visa, Discover and MasterCard. Cash may also be used to pay for accommodations upon check-out as long as a deposit has been secured. To reserve a room, you must be 21 years or older and possess a major credit card in your name

What time is check-in and check-out?
Check-in time: 4:00 pm
Check-out time: 11:00am

Do you offer early check in and late check out?
We do offer early check in and late check out, based on availability and at the hotel manager’s discretion. Please note, additional fees may apply

Is there a place to store luggage if we arrive early or want to gamble after check out?
Yes, our bellman team will be happy to store your luggage ahead of check in or after you check out. This is a complimentary service

Do you have a pool?
We are excited to offer an indoor pool to our registered hotel guests. The pool is opened from 7am-10pm.

Is the pool open to the public?
Our pool is only open to registered guests of the hotel and spa.

What are your hours of operation at the Crystal Life Spa and what spa services do you offer?
Crystal Life Spa Hours of Operation:

Thursday | 10AM – 6PM
Friday & Saturday | 9AM – 8PM
Sunday | 10 AM – 6 PM

You can find the full Crystal Life Spa Menu here.

Entertainment

Do you have weekly entertainment?
Yes! We have local bands and DJs who perform at the casino on Fridays & Saturdays, check out the line up here.

I would love to perform at Resorts World Catskills! Where can I send my information?
Please fill out the form on our website here to get in touch with our entertainment team.

Which canceled events will be rescheduled?
We are committed to be your place to play and will announce new entertainment dates soon. You can stay up to date on the latest entertainment updates here. Some events may not be rescheduled due to the circumstances.

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.