Casino Opening / COVID FAQs
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We are happy to say that the casino is now open! 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. The casino, hotel, spa and select restaurants are now open. More information will be posted as it becomes available regarding the opening of more Casino Rama Resort 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!
Yes, in accordance with the government regulations, proof of full vaccination and government issued photo identification is required before entering a casino in Ontario. For more information regarding proof of vaccination, including where it is required, please visit: https://news.ontario.ca/en/release/1000779/ontario-to-require-proof-of-vaccination-in-select-settings
Will the hotel, restaurants, entertainment centre, spa and the rest of the Casino Rama Resort property require proof of vaccination for entry?
Yes, anyone 12 years of age and older must show proof of vaccination and government issued identification to gain entry to the rest of the Casino Rama Resort property. For minors between the ages of 12-18, the identification requirements are flexible, and identification is required to confirm only name of the person and date of birth – government identification can be used for this purpose; however, is not the only type of ID accepted. Proof of identity can be established using documentation issued by an institution or public body, provided it includes the name of the holder and date of birth. Identification that young people may have access to that include name and date of birth could include birth certificate, or a passport, among other forms of ID.
- The following are accepted as proof of vaccination:
- Ontario Residents: proof of vaccination – mobile or printed.
- Non Residents: individuals visiting from outside the province or country will be required to show their full vaccination status
In all of the jurisdictions where we operate, the provincial government and Public Health Officers (PHOs) have implemented proof of vaccination requirements for all guests of our casinos, restaurants and some amenities. The Public Health Agency of Canada (PHAC) notes that vaccination is one of the most effective ways to help protect ourselves, our families and communities against COVID-19. At Gateway, we are taking the step to implement an Employee COVID-19 Vaccination Policy. This will best ensure we are fulfilling our requirement to provide a safe and healthy environment for our employees and guests. Beginning November 8, 2021, all employees at Gateway are required to provide proof of full COVID-19 vaccination or begin completing weekly rapid testing and adhering to mandatory mask requirements, regardless of the public health direction of mask mandate.
If you do not have a computer or printer, you can call the Provincial Vaccine Contact Centre at 1-833-943-3900 to request a copy be sent by mail. You can also visit your local library or ask a trusted friend or organization to help print a copy. https://covid-19.ontario.ca/proof-covid-19-vaccination
Only if you are able to provide written documentation that is completed and supplied by an approved medical professional and follows the guidelines provided by the Ministry of Health. You will also need to provide government issued photo ID with your documentation to validate your identity.
No reservations are required to visit any Gateway properties. We will be open on a first come, first serve basis.
In accordance with government guidelines, our properties are operating with a 50% capacity. Each site will have specific capacity numbers listed at the entrance of the site.
Due to the current health and safety guidelines, we are offering limited food and beverage service but continue to expand offerings. Simcoe Yard House, The Weirs, St Germain’s Steakhouse and the Centre Bar are currently open. The Entertainment Centre remains closed at this time. Stay tuned to social media and our website for the latest updates.
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.
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?
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.
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.
There is limited amount of time to earn tier credits to qualify for a tier upgrade for the 2021/2022 tier year, will you be reducing the number of tier points required for each tier level?
Yes, we have reduced the tier point threshold for each tier for the remainder of the 2021/22 earning period that runs until March 31, 2022. We remain committed to ensuring that our valued patrons continue to enjoy all the benefits of My Club Rewards while making it easier for you to reach and retain your valuable status.
New tier thresholds for the 2021/22 tier year are as follows:
- Silver: Now 667 tier points (normally 1000 tier points)
- Gold: Now 3,333 tier points (normally 5,000 tier points)
- Elite: Now 16,667 tier points (normally 25,000 tier points)
- Ultra: remains by invitation only
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.
Yes, the hotel and spa are open with all services and amenities including the pool available to guests.
Room reservations may be made by booking online or by calling 1-800-832-7529 (PLAY).
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?
Any complimentary tickets that you have for any shows at Casino Rama Resort are no longer valid.
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 firstname.lastname@example.org 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 email@example.com.