REFUND FOR POSTPONED OR CANCELLED EVENTS
 

IF THE SHOW/ EVENT IS POSTPONED

Check the official announcement for show/ event postponement on our website, social media channels, SMS, or your e-mail inbox to confirm.

The refund process may vary based on the payment method you made when you purchased your tickets.

CASH PAYMENT
If you've paid for your tickets using cash, you may seek a refund via Electronic Funds Transfer or by walk-in to any of our ticketing counters.

  • Electronic Funds Transfer (EFT)
     1) Submit the following documents via e-mail to customercare@rwgenting.com.
         • EFT Form with complete information 
         • Photocopy of purchaser's MyKad or passport 
         • Scanned copy of tickets

     2) Return physical tickets by courier to:
         Show Finance
         18th Floor, Wisma Genting,
         28, Jalan Sultan Ismail,
         50450 Kuala Lumpur, 
         Malaysia

• Or visit any of our ticketing counters* listed below

CREDIT CARD/ GENTING POINTS
If you've paid for your tickets using credit card/ debit card/ Genting Points, you will receive your refund through the same credit card/ debit card/ Genting Rewards account.

Please indicate your booking number and the total number of tickets purchased when contacting us through any of the channels below:

      • E-mail customercare@rwgenting.com, or
      • Call +603 2718 1118, or
      • Visit any of our ticketing counters below*

*Our ticketing counters are located at:

  Genting Grand
      • Circus Palace (CP), Genting Rewards Membership Counter
      • Genting Club, Genting Rewards Membership Counter

Sky Casino
      • Genting Rewards Membership Counter (for Genting Rewards members only) Level 2

IF THE SHOW/ EVENT IS CANCELLED

Your refund will be processed automatically after an official announcement about the cancellation of the show/ event is made via our website, social media channels, SMS, or when you receive a cancellation e-mail from us in your inbox. You do not need to contact us to seek a refund.

Terms and conditions

• We will take approximately 2 – 3 months to complete the refund process when we receive the completed document(s) from you.
• We will issue refunds to the original purchaser according to the details recorded in our system.
• Tickets purchased from unauthorised channels will not be acknowledged, and we will not entertain refunds.
• Customers must seek a refund within the stipulated refund timeline. We will not entertain late submissions.
• The Management reserves the right to change the terms and conditions at any time without prior notice.