Any question answered

If you’re a first time visitor to the Empire we want you to feel welcome and totally confident as you walk through our doors. And even if you’re an experienced hand, we know you may also have questions.

Based on our years of experience and feedback from customers, we have put together a list of commonly asked questions and relevant answers. We hope you'll find them useful, but if you can't find the answer to your question or need further assistance, please feel free to contact us and we will do our best to help.


DO I HAVE TO BE A MEMBER TO COME TO THE CASINO?

A: No you don’t need to be a member to enjoy everything the casino has to offer and entry to the casino is free, however, you will need valid ID to enter.


HOW OLD DO I HAVE TO BE TO ENTER THE CASINO?

A: You must be 18 years of age or over to come to the Empire. This applies to all our facilities, including the restaurants. You will be asked to produce ID if you’re lucky enough to look 21 or under.


DO I NEED ID?

A:  You will need your Met Card or valid ID to enter the casino after 9pm. You may also be asked to show ID when buying in or cashing out winnings or when signing up to our Met Card loyalty programme.


WHAT’S THE DRESS CODE?

A: We want you to feel comfortable and ready to enjoy your visit to the Empire so we recommend a smart casual dress code.


DO I HAVE TO WEAR A JACKET?

A: No jackets are not required. And even jeans and trainers are ok as long as they look neat and presentable.

DO YOU HAVE CAR PARKING FACILITIES?

A: The Q-Park Leicester Square car park on Whitcomb Street is our preferred parking partner and is located a short distance from our premises. Met Card holders pay less for parking. You can use your points to pay for parking or pay for discounted parking at cash desk. Pay only £18 for up to 12 hours.


DOES THE CASINO HAVE WHEELCHAIR ACCESS?

A: Yes, our casino has wheelchair access and disabled toilets.


DO YOU HAVE A DISABLED ACCESS GUIDE TO THE CASINO?

A: Yes, click here to view our Disabled Access Guide.

For any specific assistance, please call us on 020 3014 1000 so we can discuss how to best support your needs.

WHAT ARE YOUR OPENING HOURS?

A: We are open 24 hours a day, 7 days a week.


Gaming:

24 hours


Kings Sports Bar:

24 hours


WHAT GAMING FACILITIES DO YOU HAVE?

A: We offer Blackjack, Punto Banco, Three Card Poker and American Roulette. We also offer electronic games such as Electronic Roulette and state of the art Slot Machines. For more information about Poker and tournaments, please visit the Poker Room section.


WHY DO YOU HAVE TO VERIFY MY IDENTITY WHEN YOU REACH A CERTAIN LEVEL OF CASH-IN OR CASH OUT IN THE CASINO?

A: UK casinos are highly regulated to ensure that they offer safe environments for customers to have fun and enjoy gaming.In order to comply with these regulations, we sometimes have to ask customers for additional information – this generally applies to customers who game with us at higher levels. For more information, please visit our we have to ask page.


IF I DON’T WANT TO GAME, WHAT ELSE IS THERE TO DO?

A: Lots. We have several bars, including a unique Sports Bar, full of screens showing all the sports action, and the luxurious Icon Balcony Bar with fabulous views of Leicester Square.

I’VE HEARD THE MET CARD MENTIONED. WHAT IS IT?

The Met Card is our loyalty programme. Once signed up, you will earn Rewards Points every time you play, eat or drink at one of our venues and you will receive 10% off when buying food and drinks at the bar. The more you earn, the greater your Tier status and benefits, and you’ll get more return on your play than with any other casino group.


DOES IT COST ANYTHING TO JOIN THE MET CARD?

A: No, signing up to The Met Card is free. Registration is quick and easy. 


I HAVE NOT VISITED THE CASINO FOR A WHILE. IS MY MET CARD STILL VALID?

A: Your Met Card will remain valid. However, you need to have visited a casino within the last six months to keep your Rewards Points balance. Otherwise, your balance expires.



I’VE LOST MY MET CARD. CAN I STILL ENTER THE CASINO?

A: Yes, you can still come into the casino. Make sure you pick up a replacement card from the Reception desk on your way in. You will need your Met Card or valid ID to enter the casino each day after 9pm.


WHAT DOES MY MET CARD ENTITLE ME TO?

A: Every time you play Slots, Electronic games and table games you earn Players. These can be used for gaming play, food, drinks and merchandise within the casino. To see all the rewards on offer at each casino, check out our Met Card section. You can also browse our Rewards catalogue in Reception at the Empire.


DO YOU REQUIRE ANY OTHER INFORMATION?

A: If you provide us with your email address and mobile number, we’ll keep you up to date with all our great e-offers and SMS specials.

WHO DO I NEED TO SPEAK TO FOR MORE INFORMATION?

A: You can contact the team that you would like to speak to by filling in our enquiry form or calling us on the number below.

You can also write to us at:

Empire Casino

5-6 Leicester Square

London

WC2H 7NA

DO YOU HAVE ANY PRIVATE EVENTS FACILITIES?

A: Yes, we are able to cater for private events and parties in either the Icon Balcony Bar or the Kings Sports Bar – visit our Private Hire section.


I HAVE A GROUP OF 20 PEOPLE WANTING DINNER AND DRINKS, FOLLOWED BY GAMING. CAN I RESERVE A SPACE FOR THE GROUP?

A: Yes, please contact our Events Team through our contact form or call us on the number below.


CAN I BRING A PARTY TO THE CASINO AND HAVE GAMING LESSONS INCLUDED?

A: Yes, we have various Learn To Play experience packages available. You can find out more information about these packages here. Alternatively, you can contact our events team through the contact form or call us on the number below.


We are committed to creating a culture of Safer Gambling within our casinos. We have appointed Safer Gambling Ambassadors across all our sites, in order to protect young and vulnerable people from being exploited by gambling, prevent underage gambling and increase support for the treatment of gambling harm.

020 3014 1000 info@thecasinolsq.com WC2H 7NA

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