CUSTOMER SERVICE

FAQView frequently asked questions and answers.

1:1 Q&A

Yes, you can request a wheelchair rental for free by asking the staff at the casino entrance.
Lost items are stored at the casino entrance. Please contact the casino entrance desk or the Rewarding Desk for assistance.
We have Japanese, Chinese, English and Russian speaking staff at the Rewarding Desk for the convenience of our guests.
If you need to briefly leave your seat to use the bathroom or for any other reason, please let the dealer know. If you need an extended break, such as for a meal, it is recommended to finish the game so that other guests can participate.
The accumulated points can be checked at the kiosk or the mobile app. When using points at the casino, they can be converted to chips in the unit of KRW 10,000. (1 point = KRW 1)
Create a voucher to the number of points you wish to use at the kiosk machine or the mobile app and present it to the table.
Points can be used for room reservation or at the restaurant inside the resort and Plaza. Please let our staff know if you wish to use points.
Table points: Automatically accumulated when playing a game after presenting the membership card. (Available for 12 months from the point earning date)
Slot machine: Insert your membership card to the slot machine and enter the password (the first given 4-digit password is your birthday) when using the slot machine for the first time and play a game to earn points. From the second game onward, it is not required to enter the password. Simply insert your membership card.
The accumulated points can be checked at the kiosk or mobile app.
You can save points by playing games. The points can be redeemed at the casino or resort venues, and you can receive discounts for resort F&B venues and facilities simply by presenting your membership card.
The point save rate increases when your membership grade goes up. Membership upgrade is rewarded with benefits such as a voucher.
The membership card is upgraded from Red to Purple and then to Gold.
※ As the casino is required to perform ID verification, purchasing chips above a certain limit can be done upon membership card verification.
You can obtain a casino membership card free of charge at the casino desk (entrance, rewarding desk) by presenting your passport. Assistance is provided to new guests upon entry.
Different minimum bet amounts apply even for the same game. The monitor installed next to the table show the minimum bet amount (MIN).
If there are no seats available, it is allowed to bet while standing (i.e., side betting).
If you wish to bet for the spot bet by a sitting guest, please bet the minimum bet amount or higher (based on the score board for the table).

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You can find your inquiries and our responses at the ‘Inquiries’ of MY PAGE.
Your inquiries are processed by [Inquiry submission to the relevant department -> Investigation of the cause -> Improvement measures and appropriate actions -> Result announcement].
Please kindly understand that it may take some time to process the responses if the inquiries are submitted on the weekends or holidays.

Consent to collection and use of personal information (Required)

Paradise City is committed to protecting your personal information. In order to provide services, we require your consent in accordance with Articles 15 and 22 of the Personal Information Protection Act.

[Consent to Collection and Use of Personal Information]

1. Purpose of collection and use: user verification for membership service, customer notification and complaint handling

2. Information subject to collection

- Required information: username, password, name, date of birth, mobile phone number, email address

- Optional information: address, profession, wedding anniversary date, facilities of interest, areas of interest

3. The following rules apply to the personal information of inactive users and upon expiration of retention period counted from the last access, the personal information shall be stored/managed separately or destroyed:

1) Valid for 1 year

2) Applicable services: membership service (user verification, website login, view/credit/redemption/adjustment/conversion of reward points), card issuance, purchase of hotel products and services, updating information

3) After expiration: to be managed or stored separately

a. separate storage and management: As part of a measure equivalent to destruction, the personal information of inactive users shall be stored/managed separately from the database containing other users' personal information and unauthorized access is restricted.

b. notification of pending expiration: members shall be notified of destruction or separate storage/management of personal information via email or text message at least 30 days prior to expiration, including the date and types of information.

c. If inactive members use the service, it shall be considered a request to re-activate the account and their personal information shall be restored for normal storage/management.

4. Personal information shall be destroyed when the purpose of collection and use is achieved in accordance with Article 2 of the Privacy Policy or if requested by the member during the retention period or at the point of destruction. However, personal information shall be retained under the applicable laws and regulations in the following events:

- Period of retention/use: from the date of membership registration to the withdrawal of membership

- Applicable laws: Commercial Act, Act on the Consumer Protection in the Electronic Commerce Transaction, etc.

- Period of retention

ㆍWithdrawal of subscription or contract: 5 years

ㆍInformation about payment and product supply: 5 years

ㆍHandling complaints or disputes with consumers: 3 years (Act on the Consumer Protection in the Electronic Commerce Transaction, etc.)

ㆍCollection and use of credit information: 3 years (Credit Information Use and Protection Act)
In the event of outstanding payment or overpayment, the information shall be retained until the case is resolved.

5. You may refuse to consent to the collection and use of personal information. However, in this case, you may not be able to register as a member.

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