Gateway Casinos Ontario FAQ

General

Due to the government mandated 50-customer capacity restrictions, properties will be open to invited My Club Rewards members only. Invited members will be notified by email, mail or phone with details on how to make reservations.

Due to the current health and safety guidelines, we are offering limited food and beverage service.  Only Point Edward, Chatham, Hanover and Innisfi will offer limited food and non-alcoholic beverage on the gaming floor through their Grab & Go outlet. Alcoholic beverages will not be available on the gaming floor at this time.

We are pleased to offer dine-in, take-out and delivery options at each of our Match Eatery & Public House locations at Starlight Casino Point Edward, Cascades Casino Chatham and Playtime Casino Hanover.

Complimentary bottled water will be available at Guest Services for sites not offering food & beverage options.

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

The health and wellbeing of our guests and employees is our top priority. New training has been given to employees to ensure their own health and safety as well as others.  Employee wellness will be checked at the beginning of each shift and no employee is allowed in the facility with any flu-like symptoms.

Guests will be asked screening questions prior to entering our properties And we ask any guest to stay at home if they have any COVID-19 related symptoms, live with someone who has recently tested positive, or if you are required to self-isolate due to travel or contact history.

Yes – masks are required for all guests inside public spaces. Employees will be required to wear an approved mask while working at our properties. Gloves will continue to be worn by employees who require them to do their jobs.

We will have a small supply of masks on hand for customers that arrive without one, however we cannot guarantee that one will be available.  Please ensure you arrive prepared to abide by our health and safety protocols.

If a customer is unable to wear a face mask, for medical reasons, we will assess each situation individually and try to find an acceptable solution that still abides by our health and safety protocols.

We have implemented two (2) metre physical distancing policies throughout our properties with floor guides and signage to assist and remind our guests. Where this isn’t feasible, we have installed Plexiglas barriers to protect guests and employees during their interaction.

If you are experiencing any concerns or challenges with fellow patron’s behaviour, please bring this to the attention of any of our Gateway staff.

  • Yes. Guests will find easy to access hand sanitization stations throughout our properties. We have also increased the amount of routine cleaning, with a focus on high-touch surfaces and common areas to prevent the spread of transmittable illnesses, including COVID-19.

In accordance with government guidelines, we are required to ask for your first, last name and telephone or an email address for contact tracing requirements. Your information will be stored securely and destroyed within 1 year if there is no requirement to retain it further.

Please cancel your reservation either via telephone, email or text.

Please contact casino management as soon as possible and follow public health and safety guidelines.

During your visit, if you have any questions or concerns regarding our health and safety initiatives, please speak one of our knowledgeable Customer service or security personnel. Read our full Health & Safety Plan here.

My Club Rewards

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.

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.

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.

Casino Promotions

We look forward to surprising and delighting our guests with socially distanced promotions that will allow guests to enjoy the excitement while seated at their slot machines. More details will be available upon your arrival at our sites.

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.

Unfortunately, due to our mandated closure all active promotions were cancelled or postponed effective March 16, 2020. Please visit the Guest Services desk at your local Gateway Casinos facility once we re-open for details related to specific promotions.

Please visit the Guest Services desk at your local Gateway Casinos facility for more details on your Winning Wheels qualifying entry following the re-opening of our casinos.

Dining Promotions

Yes, please bring your printed complimentary voucher to the Guest Services desk at your local Gateway Casinos facility for redemption following the re-opening of our casinos.

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.

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.

Gaming Vouchers

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.

We are currently restricting access by invite only to select patrons, but we understand your concerns and hope to increase access soon. At that point you will be able to return to the sites and can redeem your ticket at the cashier’s cage.

Casino Rama Resort

Casino Rama Resort will remain closed at this time. Please check back on our website for updates.

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.

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.

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.

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.

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.