Casino Opening / COVID FAQs
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We are happy to say that the casino will be re-opening on July 29! To ensure a seamless customer experience, and for the safety of everyone involved, we will be taking a phased approach to the re-opening of Casino Rama Resort. More information will be posted in the coming days and weeks regarding the opening of more Casino Rama amenities. Keep watching our social media pages and website for updates, as we will be sure to post as soon as we have further information to share. We cannot wait to have everyone back and we hope to see you again soon!
No reservations are required to visit any Gateway properties. We will be open on a first come, first serve basis.
We are open 24 hours a day, 365 days a year.
- In accordance with government guidelines, we are permitted to open with limits to our capacity. The capacity limit at each facility depends on various factors, including the size and configuration of the venue.
- While 50% of the site fire code is our allowable maximum occupancy under Step 3, we have taken a more conservative approach to creating our maximum site capacity when re-opening.
- We have applied a 1 person per 4sq metres in determining this capacity number, instead of the 50% of site fire code and further reduced the capacity numbers to what we feel is reasonable for the health and safety of employees and customers at each of our locations.
- Also, given the requirement to social distance, where plexi cannot be utilized between machines, this reduces the number of machines available to customers. To prevent queuing and improve customer experience, we have aligned site capacity with the number of machines available to play and our current capacity is 1,000 patrons
- We will continue to monitor, re-evaluate and revise occupancy limits as required.
- Also we have created and posted signage across all sites that ensure patrons know that they must social distance from any other person that does not live in the same household.
- In addition to the signage, we will be reminding patrons verbally upon entering the gaming floor that they must social distance when on site, unless a plexi barrier is in place or they are playing with a member of their household.
- Our teams will be monitoring to ensure that patrons are not congregating or creating congestion.
- In addition to all customers wearing masks, we have deployed plexi glass in strategic locations within our sites as an additional measure/control
Simcoe Yard House and Centre Bar will be open as of July 29. Due to the current health and safety guidelines, we are offering limited food and beverage service but look forward to expanding our offering in the next few weeks.
Yes. During the first phase of re-opening starting July 29 there will be limited games available and social distancing measures in place for the health and safety of all patrons and staff.
Texas Hold’em Poker and Craps will not be available during the first phase of re-opening.
Once we are fully re-opened we will have 1780 slots and 49 table games, including 6 poker tables.
The casino floor will be open 24/7 for slot play. Table games will operate under new Weekday and Weekend hours listed below:
Table Games Weekday:
Monday – Thursday from 10am to 2am daily
Table Games Weekend:
Friday opening at 10am until Monday at 2am
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 to provide contact details for contact tracing and to review COVID-19 screening questions prior to entry. 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.
Masks or suitable face coverings that cover nose, chin, and mouth (including face shields) are required for entry into the site as per our Health and Safety policies. Employees will be required to wear an approved mask while working at our properties.
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.
Room reservations may be made by booking online or by calling 1-800-832-7529 (PLAY).
Masks or suitable face coverings that cover nose and mouth (including face shields) are required for entry into the site as per our Health and Safety policies.
We have implemented two (2) meter 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 for contact tracing requirements. Your information will be stored securely and destroyed within 30 days if there is no requirement to retain it further.
I have tested positive for COVID 19 and was at a Gateway casino facility recently, who do I report this information to?
We update the Web site as new positions become available.
Please contact casino management as soon as possible and follow public health and safety guidelines.
We do not require proof of vaccination for entry into our sites. Vaccines are not mandated by the government for any part of the Canadian economy including healthcare, and retail settings like grocery stores, restaurants and big box stores like Walmart and Costco. We do require a mask/face covering to enter our site and are maintaining rigorous health and safety protocols including social distancing as directed by provincial health authorities.
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.
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.
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.
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, 2022. 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.
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.
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.
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 email@example.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 firstname.lastname@example.org.