FAQ Ontario2020-06-16T13:23:11+00:00

We appreciate that you may have questions about the return to operations and your next visit.  Here is some information to address questions you may have about our programs, promotions, and offers.

GENERAL

When will you resume Casino and Community Gaming Centre operations?

We continue to follow the direction of our regulators and the provincial public health officials. Operations will remain shutdown until it is determined we are able to safely resume operations. When we have approval to re-open gambling facilities, we will do so with appropriate measures in place to support the health and wellbeing of players, employees and communities. These will include enhanced sanitation and physical-distancing measures to reduce player density, including through the reconfiguration of gambling equipment. We will share more information about specific measures in advance of opening, once they are finalized and agreed upon by the health and safety authorities.

Please continue to monitor our website and social media for information.

What safety measures will you take upon resuming operations to prevent the spread of COVID-19?

The health, safety and well-being of our guests and employees is our top priority.  We are working diligently to ensure we are prepared to safely return to operations.  This means we are collaborating with our gaming regulators and provincial health officials to develop a comprehensive health and safety plan for all our sites so that you have peace of mind when playing at our properties. We look forward to sharing more details on these plans with you once they have been completed.

Is the casino shuttle or bus service available?

Gateway Casinos suspended shuttle services effective March 16, 2020. Currently, health and safety protocols prevent us from resuming shuttle service. Please check our website for updates on when our shuttle or bus services will resume.

GAMING

What will happen to my My Club Rewards Reward Points (Free Play Points) and Food Comps?

Your Reward Points and Food Comps will be unaffected by the closure of our casinos and will be waiting for you in your account when we re-open.

What will happen to my My Club Rewards tier? Will it be downgraded?

We are pleased to advise you that you will maintain the same My Club Rewards tier status that you had prior to our casinos closing for the remainder of the earning period until March 31, 2021.  At that time your tier status will reset and a new earning period begins.

Will you honour any previously issued slot play or match play offers?

Unfortunately, we cannot honour any slot play or match play offers which were issued prior to our March 16, 2020 closure. The good news is following the re-opening of our casinos our programs will restart with new offers.

Will you honour any previously issued gift offers?

Unfortunately, we cannot honour any gift offers which were issued prior to our March 16, 2020 closure.  The good news is we will resume issuing gift offers following the re-opening of our casinos. Some of our gift offers may change depending on capacity restrictions and health and safety guidelines in place at that time.

What will happen to any cash out/TITO cash vouchers that expired during the casino closure?

Any slot ticket that has expired during the closure of our casinos will be honoured. Once we re-open, simply bring it to the cashier’s cage at your local Gateway Casinos facility to redeem your ticket.

Will you resume the promotions you had in place before the closure?

Unfortunately, due to our mandated closure, all active promotions were cancelled or postponed effective March 16, 2020. More details on any specific programs and promotions will be available on our websites and onsite once we reopen.

DINING

Will you honour my printed complimentary voucher?

Yes, please bring your printed complimentary voucher to the Guest Services desk at your local Gateway Casinos facility for redemption.

Will you honour any previously issued dining offers? 2 for 1 buffets, discounts, etc.

Any dining offers and promotions which were issued prior to March 16, 2020 are no longer valid.  We will resume issuing dining offers following the re-opening of our casinos.  Some of our dining offers may change depending on capacity restrictions or health and safety guidelines in place at that time.

Will you resume the My Club Eat and Drink promotions?

All My Club Eat and Drink promotions are currently suspended. We will resume My Club Eat and Drink promotional activity, as appropriate, following the re-opening of our restaurants.  Some of our promotions may change depending on capacity restrictions and health and safety guidelines in place at that time.

CASINO RAMA RESORT

Will you honour my hotel offers at Casino Rama Resort that I had available before the closure?

Unfortunately, any hotel offers which were issued prior to March 16, 2020 are no longer valid. The good news is that following the re-opening of Casino Rama Resort, we will be issuing new hotel offers.

What will happen to any complimentary concert tickets that I reserved for shows at Casino Rama Resort?

If you had previously reserved tickets for a concert which has been re-scheduled due to the closure of Casino Rama Resort, then your reservation will automatically be valid for the rescheduled dates. If you cannot make the rescheduled dates, once we re-open for business, please contact us to cancel your tickets.

What will happen to any tickets purchased for events at Casino Rama Resort?

If you previously purchased tickets for a show which has been rescheduled due to the closure of Casino Rama Resort, then your tickets will automatically be valid for the rescheduled dates. We will announce the rescheduled dates once we have a better understanding of when the Entertainment Centre will resume operations. If you cannot make the rescheduled dates, you will be able to request a refund from your original point of purchase.

What will happen to hotel reservations, restaurant reservations, spa reservations at Casino Rama Resort that were scheduled for dates falling within the closure period?

Any reservations for any resort amenities at Casino Rama Resort which were scheduled for dates falling within the closure period have been automatically cancelled. As pre-paid reservations may not be automatically refunded, please contact inquiries@casinorama.com to review the details of your specific reservation.

What will happen to my hotel reservations, restaurant reservations, spa reservations at Casino Rama Resort that are scheduled for after the casino re-opens?

Reservations that were made prior to the closure for dates falling after the re-opening of Casino Rama Resort are still booked, even if the event on which they occurred was postponed. If you wish to cancel your reservation, please contact us at inquiries@casinorama.com.