Customer Service

You can create an account directly via Register or you can create your account during your reservation. To activate your account, you will receive an activation email from us.

Important!: Didn't receive an activation email? Check your junk mail or spam. Add Holland Casino to your safe senders list to prevent you from missing any mail from us.

No. If you have a Favorites or Xperience Card, you do not automatically have an account. You can create an account yourself via Registrer.

We are adding more and more services to your account. You can currently view your personal information and subscribe and unsubscribe from our communications. You also need an account to view your reservations for poker and bingo, among other things.

This means that we have not yet established the identity of the holder of the requested account. This is a condition for using our online services and app. You have your account verified with a valid ID at the reception of one of our venues.

We will lock your account if we suspect abuse. For example, consider logging in many times in succession with the wrong password. You have automatically received an email from us with instructions on how to reset your account.

Log in to your account:

• Click on 'My Holland Casino'

• Click on 'Account overview'

• Click on 'My details'

• Click on 'Modify'

Enter your new details and click 'SAVE'. Your adjustments have now been saved.

Log in to your account with your current email address and password:

• Click on 'My Holland Casino'

• Click on 'Account overview'

• Click on 'My details'

• Click on 'Modify'

Enter your new email address and click 'SAVE'. You will receive a new activation email to confirm the change.

Important!: Didn't receive an activation email? Check your junk mail or spam. Add Holland Casino to your safe senders list to prevent you from missing any mail from us.

Our emails sometimes end up in your junk mail or spam box, so don't forget to check this first before submitting another request.

Have you not received a verification email? Then request this again via your account.

Log in to your account with your current email address and password:

• Click on 'My Holland Casino'

• Click on 'Account overview'

• Click on 'My details'

• Click on 'Modify'

You will then see that your email address has not yet been verified. Click on 'verify email address' and the blue button 'send verification email'. You will receive a new verification email from us within 15 minutes.

Go to the Forgotten Password page and enter your email address. You will receive an email with which you can create a new password.

Check your spam folder. For further assistance please contact us.

Go to the Forgotten Password page and enter your email address. You will receive an email with which you can create a new password. You can log in to your account again within 15 minutes after creating a password.

You need an account to log in to the Favorites app. You can create an account by registering. After you have created an account, you must verify it on your next visit to Holland Casino.

Your account will be verified on your next visit to one of our venues.

We want to prevent misuse of your account and therefore make sure it is you. That is why we ask you to have your account verified by us. This is possible at every Holland Casino venue.

You are welcome if:

1. You are 18 years or older.

2. You can show a valid ID

3. Your clothing meets our dresscode: Stylish and well-groomed.

Extraordinary situations

• Guests with an entry ban or visit restriction
  Have you been banned from entering or visiting? Or applied for on the basis of our Gambling Prevention Policy? Then you are not allowed to enter.

• Combating money laundering
  We are responsible for combating money laundering. That is why we have to carry out additional checks in certain situations. Such a check may make your registration take longer. Or it may be that you are not allowed to enter.

  Read more about combating money laundering and controls.

• Protecting incapacitated guests
  Do we suspect that you cannot or may not make independent decisions? Then you will receive extra attention from us. To protect you, in most cases you are not allowed to enter.

  Details can be found in our policy on legally incapacitated persons.

• Europe: passport, driver's license or identity card

• US, Canada and Australia: passport or driver's license

• Other countries: passport

Make sure you bring valid identification, such as a passport, driver's license or identity card. You are 18 years or older.

View the entry conditions.

The dress code at Holland Casino is stylish and well-groomed. There are many ways to dress stylishly and neatly. What we especially ask of you is to do your best to make it a special evening! And that starts at home with the wardrobe.

See what clothing meets the dresscode .

You buy the dinner card at the reception. After purchase, the dinner card is valid for two years from the date of issue. You can top up the dinner card with a minimum of €10 and a maximum of €150. With the Dinercard you can then pay multiple times at our bars and restaurants. The Dinercard cannot be exchanged for cash.

You buy the Holland Casino Gift Card at the reception. After purchase, the gift card is valid for two years from the date of issue. You can top up the gift card with a minimum of €10 and a maximum of €150. You can exchange the Gift Card for gaming chips and slot machine tickets at our cash registers or use it as a means of payment at our bars and restaurants. The Gift Card cannot be exchanged for cash. It is not necessary to redeem the total value of the Gift Card in one go.

If you want to be sure of a table, you can make a reservation via the website or by telephone on 088 - 0900 500.

Yes. We cannot guarantee a place in the restaurant for groups without a restaurant reservation. This is how you make a restaurant reservation:

• Go to Bar and restaurant

• Choose a venue and restaurant.

• Make your restaurant reservation.

You can also call us to make a reservation: tel. 088 - 0900 500.

If you do not yet have a Favorites Card, you can request one at the reception on your next visit. You will automatically receive the card that matches your number of visits.

When you play with your Favorites Card on the slot machines, you save points that you can redeem for play money or a discount at the bar or in our restaurants. You also have a chance to win the Favorites Jackpot, an extra prize that you can win when you play with your Favorites Card on the slot machines (with the exception of Multi Games).

To gain insight into your points balance, you can download the Holland Casino Favorites app, insert your card into a slot machine or consult an employee of a Holland Casino branch.

You can find the Favorites app in the Google Play and Apple iTunes store by searching for "Holland Casino". (currently only available for Apple)

Redeem your points at the venues. Pay at the bar or in the restaurant with your Favorites Card or go to the cash register with your Favorites Card to convert points into (playing) money. 30,000 points is worth 10 euros.

Your visits over the past 12 months or 365 days are registered. Because this period shifts one day at a time, the number of visits in this period can change every day. In addition, visits made on the same day count as 1 visit.

Please contact us via the contact form.

We will then block your card to prevent misuse. On your next visit, you will receive a new card upon presentation of a valid ID. We will automatically transfer all saved points to your new card.

You can request Holland Casino to inspect the personal data that Holland Casino processes about you. You must carry out a request for access and/or correction by sending an e-mail with your request to privacy@hollandcasino.nl.

In order to process your request, we request that you send a copy of a valid ID (for example driver's license or passport) and your mobile telephone number. We need this to send your data in a secure manner. A scan or digital photo of your ID is sufficient, but you can also use the central government's KopieID app to make a safe copy.

The Xperience Card is especially for Generation Xperience; guests aged up to 23 years. We think it is important that you enjoy and continue to experience a visit to Holland Casino and know your own limits. Research has shown that it is easier to set your limits from the age of 24. With the Xperience card you will receive smart tips from our game experts, so you can enjoy your visit safely and responsibly. You will also receive free and accelerated entrance. Relaxed & Smart!

The Xperience Card is available for guests aged 18 to 23.

No, the minimum age for the Favorites Card is 24 years. If you are younger than 24, you cannot apply for or use the Favorites Card.

On your first visit to one of our venues you will receive your Xperience card.

Collecting points is linked to the Favorites program. We do not offer any game-related benefits for the Xperience Card.

If you purchase a Try Out Experience, you will receive an e-ticket at the email address you provided. You can exchange this e-ticket for the Try Out Experience package at the reception of any Holland Casino branch. In the package you will find a voucher that you can exchange at the bar and/or in the restaurant. The package also contains play money and an explanation of the games on offer, so that you can get to know the different games at your leisure.

There are 3 different Try Out Experiences:

• Try Out Experience € 25,-
  This package consists of access to Holland Casino, 2 drinks, 3 bitterballen, € 15 play money for table games, € 5 play money for the slot machines and a game explanation booklet.

• Try out Expience € 50,-
  This package consists of access to Holland Casino, a €25 voucher for a bar or restaurant, €25 play money for table games, €10 play money for the slot machines and a game explanation booklet.

• Try Out Experience € 75,-
  This package consists of access to Holland Casino, a €45 voucher for a bar or restaurant, €30 play money for a table game, €10 play money for the slot machines and a game explanation booklet.

For more information, check out our webshop.

Yes, every Try Out Experience can be used in all 14 venues. Look here for a venue near you.

No, only if you meet the entry requirements will you be granted entry to Holland Casino. One of the entry conditions is that you must be 18 years or older to visit Holland Casino.

You will receive this bar and/or restaurant credit in the form of a catering voucher with which you can order something tasty at the bar or in the restaurant.

A Try Out Experience is valid for at least two years after purchase. The expiration date is stated on your e-ticket or can be requested via the online balance checker.

In our webshop you can purchase a Try Out Experience for an amount of € 25, € 50, or € 75. You will then receive an e-ticket that you can exchange at the branch for a package of vouchers that you can spend in the casino.

The Try Out Experiences of €25, €50 are also available in the casino and can also be purchased as a gift package at Primera.

Yes, you can give a Try Out Experience to someone as a gift. After you have placed an order, you will receive an e-ticket. This e-ticket is not personal and can be given to someone else. Of course, the e-ticket can only be handed in once at the reception desk of a Holland Casino branch. Please note that the person using the e-ticket to visit a Holland Casino establishment must comply with the entry conditions.

After you have placed an order, you will receive 2 emails within a few minutes:

• 1 email with purchase confirmation.

• 1 email with your e-ticket. Keep your e-ticket safe and take it with you on your next visit. You can exchange your e-ticket at reception for your Try Out Experience package.

If you have not received an email, your emails may have ended up in your spam box. It is also possible that you provided a different email address when placing your order. If you cannot figure out what went wrong, please contact our Customer Service.

Yes, it is possible to cancel your order within 14 days of ordering. Please contact our Customer Service. Keep your card code on the e-ticket at hand.

You have the option to exchange your valid €35 Try Out gift card until September 2024. It is important that your Try Out package is still valid at this time. You can view the validity via the online balance checker.

In the webshop you can check your balance with the balance checker. To do this, you need a PIN printed on your card. Do you have a card without a PIN? Then contact Customer Service.

Holland Casino registers:

• The signals and characteristics of your playing behavior

• The conversations you have had with us and their content

• The agreements we make and the measures that are taken

Holland Casino registers this data for the purpose of carrying out its duty of care. If you have any questions about how Holland Casino processes and protects your data, please read our privacy statement.

Visitors of a Holland Casino establishment, regardless of whether they take part in gambling or not, are subject to the house rules for casinos. The Gambling Regulations apply to visitors who participate in one or more of the games offered by Holland Casino.

• House rules (ENG)

• Game rules (ENG)

These Terms of Use apply to all services within the framework of My Holland Casino. 

My Holland Casino Terms of Use

Our tournament conditions apply to all poker tournaments organised by Holland Casino. You can view the conditions below.

Pokerreservations Terms and Conditions (ENG)

Holland Casino applies the so-called TDA (Tournament Directors Association) rules for tournament poker.

Read the TDA rules for tournament poker (pdf, NL) or visit the TDA website. If you have any questions, please contact the staff in the poker pit.

These general reservation conditions apply to events and packages for which an online reservation can be made.

General terms and conditions on reservations (NL)

During this tournament photographic and video recordings can be made in which you, the visitor, may be shown and/or be recognisable. Holland Casino may publish, narrowcast and/or live stream these images via various digital channels (such as HollandCasino.nl, PokerCity.nl, Facebook.com, Twitter.com, Twitch.com, YouTube.com and WSOP.com). By entering Holland Casino Rotterdam, you are authorising the use of these photographic and video recordings via the above-mentioned channels.

The Favorites Terms and Conditions apply to all agreements and (legal) acts within the framework of the Favorites Programme between Holland Casino and the participant and to any use of the Favorites Card by the participant.

Favorites Terms and Conditions (ENG)

These Xperience Card Terms and Conditions shall apply to all agreements and legal acts relating to the Xperience Card between Holland Casino and the Member, and to all use of the Xperience Card by the Member.

Xperience Card Terms and Conditions (NL)

General terms and conditions applicable to the Holland Casino Try Out Experience: a complete product for getting to know Holland Casino, including vouchers for entry to Holland Casino, play money, a drink, a snack or a voucher for the restaurant or bar.

Try Out Experience Terms and Conditions (NL)

The Holland Casino packages are an ideal way tot get to know the casino. When a visitor uses the Holland Casino Package and Action package, the following conditions apply.

Holland Casino Package Terms and Conditions (NL)

Do you own a Holland Casino Giftcard or Dinercard? When a visitor uses this gift card, the following conditions apply.

Holland Casino Gift Card Terms and Conditions (NL)

You have agreed on a Visit Restriction or Entrance Ban (restrictive measure) with Holland Casino.

Visit restriction

A Visit Restriction sets a maximum number of visits to an establishment per month. You can agree on a Visit Restriction for a period of 6 months or 12 months.

Entry ban

You take an Entrance Ban if you want to be excluded from access to all Holland Casino branches and Holland Casino Online for the agreed period. You can agree on an Entry Ban for 6 months, 12 months or 5 years.

We advise you to voluntarily register in the Cruks register. You can thus exclude yourself from participating in gambling with all legal gambling providers in the Netherlands Central Register for the Exclusion of Gambling (link to Cruks: https://cruksregister.nl/)

Conditions

• A Visit Restriction or Entry Ban:

  1. is valid for the entire agreed term and cannot be canceled prematurely.

  2. is valid in all Holland Casino venues. An entry ban also applies to Holland Casino Online.

  3. can be imposed by Holland Casino.

• With a Visit Restriction, visiting one location multiple times on the same match day counts as one visit. Visiting two or more locations on the same match day counts as two visits or more.

• You can request a Visit Restriction using a form on the website or in one of our branches with the Security employee. When requesting your Visit Restriction via the website, you must take into account a processing time of several days.

• An entry ban can only be requested at the branch. It is not possible to do this in writing or via the website. Don't want to go to a branch? Then register with the Central Register for the Exclusion of Gambling (link to Cruks: https://cruksregister.nl/).

• During the duration of a Visit Restriction or Entry Ban, the NO-PROMO measure also automatically applies. Then there are restrictions on advertising, loyalty and receiving bonuses. The NO-PROMO will continue for a certain period after the restrictive measure.

• After the term of a Visit Restriction or Entry Ban, you will be invited for an aftercare meeting at the next visit to discuss whether the Visit Restriction or Entry Ban can be lifted, extended or adjusted. In a conversation with you, we will determine whether the circumstances that previously led to the restrictive measure are now a thing of the past, or whether they still stand in the way of an (unlimited) visit to Holland Casino. Without this conversation, Holland Casino will not grant you access.

• This aftercare conversation can be conducted “remotely” under specific conditions; e.g. by telephone or using video calling. We will then contact you, this is the only exception to point 6.

• Information about the expiry date of your restrictive measure will only be provided after ID verification and/or otherwise establishing your identity.

• Special conditions for an Entry Ban for a period of 5 years: after an aftercare interview you will not be given immediate access. Your situation will first be assessed internally. You will then receive written notice of the decision.

• Special conditions for young adults (18 to 23 years): Holland Casino offers young adults the option to agree to an entry ban until the day you turn 24.

• Holland Casino is not liable for any damage, including financial damage, if you exceed the Visitor Restriction and/or you manage to gain access to one of the Holland Casino branches in any way despite an Entry Ban.

Holland Casino September 2022 version 3.0