Customer Service

With a My HC account, you can make your casino visit more fun. You get more insight into your visiting behaviour and can always see your extras. Current points balance? Check! Vouchers for your next visit? Check. Want to choose which Holland Casino news you receive? You can too.

My HC is only for your visits to our establishments and is not connected to a poker account or Holland Casino Online. You need to create separate accounts for poker or Holland Casino Online.

You can create a My HC account via my.hc.nl. You can create a free account with your e-mail address, a password and your Favourites Card. We will then send you a confirmation e-mail. And then My HC is ready to use! For example, you can always see your Favourites level, your saved points and read more about responsible gaming.

My HC is not yet available to everyone. Have you not yet received an invitation e-mail? Then you cannot create an account yet. When My HC is available to everyone, we will let you know immediately. Please be patient!

No, with a Favorites Card or Xperience Card you do not automatically have an account. You can create a My HC account via mijn.hc.nl.

You can log in to mijn.hc.nl using your email address and password.

Want to know your points balance? Insert your Favorites Card in a slot machine or ask a staff member in our establishment. After each visit, you will receive a short service email with your point balance and number of visits. You will also see the saved Favorites points in the Favorites overview in My HC.

Please check if the e-mail got into your Spam folder. Have you still not received the e-mail after 24 hours? Then send us a message via the contact form. You can also always see your point balance in the My HC Favorites overview.

You can change various details in My HC, such as your name, address and password. You can change your details in My HC as follows:

1. Log in to mijn.hc.nl

2. Click on Settings

3. Click on Login details

4. Click on Change

5. Enter your new details and click on Save

Want to change your e-mail address? Then please contact our Customer Service.

Go to mijn.hc.nl and enter your e-mail address. You will receive an email to create a new password within a few minutes.

You can always choose to delete a My HC account. To do so, follow these steps:

1. Log in to mijn.hc.nl

2. Click on Settings

3. Click on My Data

4. Go to Delete account and click on Delete account

You can no longer download the Favorites app. The Favorites app will be replaced by the new My HC environment. There you will soon be able to view your Favorites level, Favorites Jackpots and responsible gaming, among other things.

My HC is not a traditional app which you can find through the app store. It is a web environment. However, it is possible to put the icon on your phone and/or desktop, making the functionality similar to an app: you can access it directly from your home screen or desktop without having to open your browser every time.

Read how to add the My HC web app to your phone in a few steps.

You can create a poker account via poker.hc.nl/register. You will receive an e-mail to activate your account.

We block your account if we suspect abuse. For example, logging in many times in a row with an incorrect password. You have automatically received an e-mail from us with instructions on how to reset your account.

Would you like to change your details in your poker account? Then follow these steps:

1. Log in to poker.hc.nl

2. Click on Account overview

3. Click on My account

4. Click on Change

5. Fill in your new details and click on Save

Go to the Forgotten password page and enter your e-mail address. You will receive an e-mail to create a new password within minutes.

On the Holland Casino poker website you will find more information about poker, online and in the establishments. Here you will also find an extensive list of frequently asked questions.

Enjoy the game and the special experience surrounding it safely, honestly and responsibly. We are happy to help. Holland Casino offers playing tips, a self-test and tools to help you play responsibly. Read more about responsible gaming on our website.

You can request a time-out via My HC or in one of our establishments.

You can only change the visit restriction if you want to visit the casino less often. For example, you change the visit limit from 4 times a month to 2 times a month. You can never increase the number of visits while the visit restriction is in place. You cannot change an entry ban.

With a visit restriction, you set a maximum number of visits for yourself. An entry ban means you will not visit the casino for a certain period of time. To support you in this, we will also turn on the no-promo for you during and after the visit restriction or entry ban. Is the visit or entry ban over? Then we will talk to you. We will discuss how you are doing and make a plan together. Read more about the conditions of a visit restriction or entry ban.

All our venues are open from 12.00 to 03.00. Our Amsterdam West and Rotterdam venues are open from 10.30 to 05.00.

All our restaurants are open from 17.00. See Bar & Restaurant for more information.

Sorry to hear that you have lost or forgotten something in the establishment. Please send us an email with as clear a description of what you have lost via the contact form. We will find out for you and reply by email.

Once you have made the reservation you will receive an email from us. At the bottom of the email there is a link to change or cancel your reservation.

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.

You must be able to present one of the identity documents below (no photo, copy or mobile phone) to gain entry to Holland Casino:

• 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 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.

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.

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

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.

To receive our newsletter, please fill in the contact form on our website. You will then receive an e-mail with a link to the Preference Centre. Here you can subscribe to our newsletter and promotions.

Would you like to receive personal bonuses or vouchers by e-mail? Then fill in the contact form. You will receive an e-mail with a link to the Preference Centre. Here, as a guest, you can easily indicate or adjust your preferences for receiving personal bonuses and vouchers.

Our promotions are personalised and based on various criteria, such as, for example, the type of card you have, your most visited establishment, your interests or other calculated values. Sometimes guests are chosen or excluded by random selections for analysis purposes. As a result, you may not have received a voucher or bonus.

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).

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

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.

Have you lost your card? 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.

You do not need to make a reservation to visit the casino.

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 13 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 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 made several purchases, you will receive a separate e-mail with your e-ticket for each purchase. Please check your SPAM inbox for this as well.

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 send us a message via the contact form, mentioning the ticket code that appears on the e-ticket.

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

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)