FAQ

We accept the following types of payments at these outlets:

ABM Machines: MasterCard, American Express, Visa or Debit.
Cashiering Cages: Visa, Mastercard, Debit or cash.
Hotel: MasterCard, American Express or Visa.
Restaurants/Bars: MasterCard, American Express, Visa, Debit or cash.

Our Box Office is located in the link just inside the main entrance area called the Rotunda, between the hotel & gaming floor. The Box Office is open on show nights from 12 PM until showtime and matinees from 10 AM. Tickets can be purchased at the Box Office during these hours or on Ticketmaster.ca

Please arrive early if you are picking up tickets. We ask that customers present the actual credit card used to place the order as well as a government-issued photo ID. Customers without proper identification may be refused entry into the casino. Unfortunately, refunds for concert tickets will not be given as a result.

Must be 12 years of age or older to enter the Entertainment Centre and nineteen (19) years of age or older with valid government issued photo identification to gain entry to the gaming floor.

We are open 24 hours a day, 365 days a year.

For mapping instructions please visit our Contact Us section for directions.

For bus service inquiries, please call 1-888-817-7262 (press 1, then press 3). Please note, that bus services are provided by outside operators and not the Casino.

24-hour valet parking is available at the main Casino entrance from Friday 10am – Monday 2am. $17 (including HST) for cash paying customers. Gold and above My Club Reward members may use casino valet parking free of charge.

Hotel Valet is available for registered hotel guests. $28.00 (including HST). Elite and Ultra My Club Reward members receive complimentary hotel valet parking (no hotel reservation required).

You must be 19 years of age or older and be able to produce valid, government-issued photo identification. A driver’s license, Passport and Age of Majority Card are all valid forms of I.D. Please note that your form of I.D. must also bear your signature and be in good condition. Those twenty-one (21) years of age or younger must also have a secondary piece of name identification (e.g. debit card, credit card, health card, etc.) as any guest who is 21 years of age or under will be asked for supporting documentation.

Sorry, pets are not allowed with the exception of certified service animals.

Wheelchairs are available on a first come, first serve basis at the Casino main and bus entrances as well as the hotel bell desk. You will be required to leave a piece of government-issued identification until the wheelchair is returned. We apologize that advance reservations are not available.

Cameras and recording devices of any kind are strictly prohibited on the Casino floor.

Yes, but it can only be consumed in your hotel room. Any alcohol outside your room will be confiscated by Casino security and disposed of immediately.

No. As part of Ontario’s Provincial by law, Casino Rama is a smoke-free facility. However, designated outdoor smoking areas are available for guests who wish to smoke. Please note that designated smoking rooms are also available in our hotel for hotel guests who desire them.

Smoking is not permitted in non-smoking designated guestrooms. Violation of this policy will result in a $250 cleaning fee.

Yes, gift cards are available in the denomination of your choice. They may be redeemed for non-gaming activities such as concert tickets, restaurant meals, hotel stays and spa services. They may not be used to purchase Casino chips or tokens. Gift cards may be purchased in-person at the Casino Rama Box Office, Hotel Front Desk, Spa or Gaming Cashier.

Room reservations may be made by booking online or by calling 1-800-832-7529 (PLAY).

Check in is at 4 PM and check out is at 11 AM.

The Balance In Life Spa offers a full range of services and is open daily from 9 a.m. to 9 p.m. Appointments are recommended. For more information or to book a service, please contact us at balanceinlifespa@casinorama.com or (705) 238-5933.

Yes. A heated, indoor horizon saltwater swimming pool is available for hotel and spa guest use. Located on the third floor, it is open daily from 7 AM to 10 PM. Adult swims hours are from 7 to 8 AM and again from 9 to 10 PM.

We update the Web site as new positions become available.

We do not mail employment applications. Each candidate is required to apply online.

We have more than 1,000 dedicated employees.

Casino Rama is proud to be a fully accessible facility including access to dining, gaming, hotel, spa, entertainment and washroom facilities.

Entertainment Centre:
Accessible seating is available for all performances on a limited basis. For accessible seating availability, please contact our Box Office at 1-800-832-7529. Hearing devices are available upon request at the Box Office for all concerts & events.

Gaming Floor:
Both slot & table games are located on one floor and are available with modifications to meet accessibility needs. Please ask a Slot Attendants to assist you in locating a game and/or removing a slot chair. Accessible tables are located in the general table games area, if you require assistance please let our staff know. For additional inquiries about accessible gaming options please call Player Services toll free at 1-800-832-PLAY (7529).

Hotel & Spa:
We are pleased to offer a limited number of accessible hotel suites. Please be sure to specify any specific requirements you may have at the time of booking so we can fully meet your needs.

For more details please visit our Accessibility section.

Children (guests under 19 years of age) are not allowed in the following areas of Casino Rama:

• Casino Gaming Floor
• Gaming Floor Restaurants including The Willow, Couchiching Court Buffet, Simcoe Yard House, & Noodle Bar.

Please ensure that if you are 19 years of age or older and plan to access any of these areas that you carry government issued photo ID to verify your age; those twenty-one (21) years of age or younger must also have a secondary piece of name identification (e.g. debit card, credit card, health card, etc.).

Children (guests under 19 years of age) are allowed in the following areas of Casino Rama:

• Entertainment Centre
• Casino Rama Hotel
• Hotel Restaurants including The Weirs, Firestarter Lounge, St. Germain’s and Cedar.
• Balance In Life Spa and Pool
• Rotunda

Consumption of cannabis or cannabis products, whether by smoking, vaping, or other means, is not permitted on any portion of premises operated by Gateway that is generally accessible to the public, including within any designated smoking patios, shelters, parking lots or any other enclosed or open space available for public use.

Smoking or vaping of cannabis is not permitted in any hotel room operated by Gateway. Gateway may ask a guest that has failed to comply with this Cannabis Policy to leave the premises, and may issue a temporary trespass ban if it is reasonably required in the circumstances.

Guests who wish to consume cannabis can do so anywhere outside Gateway premises as may be legally permitted.

If there is evidence of cannabis smoking or vaping in a hotel room, a cleaning fee of $250CDN (or such other reasonable fee as determined by Gateway in its sole discretion may be charged to the account).

Full Gateway Cannabis Policy is available upon guest’s request.

You must be 12 years of age or older to enter the Entertainment Centre and nineteen (19) years of age or older with valid government issued photo identification to gain entry to the gaming floor.

We will not be asking for formal ID but verbal confirmation may be requested for entry.

Unless otherwise mandated by the Province, you are able to purchase food/beverages and consume inside the Entertainment Centre but you are not able to bring outside food or beverages into the theatre.

Wheelchair-accessible seating is available for all performances on a limited basis. For accessible seating availability, please contact our Box Office at 1-800-832-7529.

Casino Rama is proud to be a fully accessible facility includes access to dining, gaming, hotel, spa, entertainment and washroom facilities. Hearing devices are available upon request at the Box Office for all concerts & events.

Our Box Office is located in the link just inside the main entrance area called the Rotunda, between the hotel & gaming floor. The Box Office is open on show nights from 12 PM until showtime and matinees from 10 AM. Tickets can be purchased at the Box Office during these hours or on Ticketmaster.ca

Please arrive early if you are picking up tickets. We ask that customers present the actual credit card used to place the order as well as a government-issued photo ID. Customers without proper identification may be refused entry into the casino. Unfortunately, refunds for concert tickets will not be given as a result.

Must be 12 years of age or older to enter the Entertainment Centre and nineteen (19) years of age or older with valid government issued photo identification to gain entry to the gaming floor.

Feel free to call our general information line at 1-800-832-7529 (PLAY).

It’s Fans First at Casino Rama Resort!

TicketMaster is the only authorized seller of tickets to our concerts & events.  Fans purchasing from third party vendors are at risk of paying more than face value or purchasing fraudulent tickets!

Here are some tips to ensure you are buying from the right site:

• Ticketmaster – ticketmaster.ca or ticketmaster.com are the only authentic URL’s for Ticketmaster purchases – don’t be fooled by fake sites. Make sure you check that the URL is spelled correctly.
• Canadian funds – all tickets are sold in Canadian funds. If you’re being charged in US funds it’s a red flag
• Ticket Prices– if you are being charged significantly more than the value listed on our website for tickets, it’s a red flag
• Seat Location – if you are not given a specific seat location, it’s a red flag.  Legitimate tickets will list a section, row and seat location. Watch out for wording like “around” or “here or better”.

The only way to guarantee legitimate tickets is to purchase tickets through Ticketmaster at ticketmaster.ca/ticketmaster.com or purchasing in-person at the Casino Rama Resort Box Office.

We don’t want to see fans get taken advantage of, so please only used the authorized dealer to purchase tickets to our concerts & events.  Casinos Rama Resort is not responsible for tickets purchased through third party sites and cannot offer refunds, discounts or replacement tickets for third party issued tickets.

We offer ample free parking with space for more than 2,500 vehicles, but valet parking is also available.

We are open 24 hours a day, 365 days a year.

We offer a wide variety of world-class concerts & events all year long. For a list of upcoming concerts and events please visit our Entertainment section.

On our site, you can not only view a seating chart, but you can get a feel for the view from various seats throughout the Entertainment Centre. Please visit our seating chart section here, and click on the camera icon to see your stage view.

Yes, tickets may be purchased using Resort Rewards. Please log in to the My Club section of the site to view your account.

While cameras and recording devices of any kind are strictly prohibited on the Casino floor, it is at the discretion of each artist to allow fans to take personal use photos in the theatre. Please note, that no audio or video recording or professional cameras/lens will be allowed at any time by any artist.

No.

Please note that concert and event offers may only be reserved until midnight the day before the event. If you would like to check the availability of your offer for today’s show, please call us at 1-800-832-7529(PLAY) and any one of our agents will be able to assist your request.

The My Club Rewards Loyalty Program is a way for us to reward our players. When you become a member, you will receive a My Club Rewards Card. Similar to other reward programs, when you use your My Club Rewards Card while playing your favorite slots or table games, you can earn concert tickets, complimentary meals and hotel stays, invitations to parties and much more!

Membership is absolutely free, and it pays to play! Must be 19+ years.

For slot play, insert your new Card into any enabled My Club Rewards slot machine reader and make sure the lights surrounding the card insert turn green. For table games, please hand your card to the Table Games Supervisor at any table and they will ensure your play is recorded.

Tier Points determines the membership level. The total number of Tier Points a member accumulates while playing slots determines a member’s membership level. Tier Points are not redeemable.

Reward Points are redeemable points. Reward Points are accumulated through slot play for members to redeem for benefits like Free Slot Play.

Free Slot Play are promotional play credits. Free Slot Play are awarded through My Club Rewards exclusive promotional offers and can only be redeemed towards Slot Play. Free Slot Play will automatically expire in  24 hours after issuance. Promotional play will not accumulate any rewards or points.

Exciting Prizes, more rewards, just for you! Earn tier points while you play, and enjoy all we have to offer! Earn 1 Tier Point for every $10 played on reel slots, $20 on video poker, and $40 on e-table games. Earn on Table Games with rated play.

There are five My Club Reward Tier Levels:
Tier 1: REWARDS (0-999)
Tier 2: SILVER (1,000-4,999)
Tier 3: GOLD (5,000-24,999)
Tier 4: ELITE (25,000+)
Tier 5: ULTRA (invite only)

• Online, in the “My Club” section under “My Points”
• By visiting any of our Player Services Desks or Kiosk
• By inserting your Club Card into any of our slot machines, selecting “my balances” and using your PIN
• By asking any of our Table Games Supervisors

How you redeem your offers depends on which offer(s) you choose to redeem. Hotel offers can be redeemed online or by calling hotel reservations to book your stay. Concert offers can be redeemed by logging into your My Club online account or by calling event reservations. Cash and special gift offers can only be redeemed in-person at the Players Passport Club desk.

For all reservations, please call our toll free reservation line at 1-800-832-7529(PLAY).

If at any time you have questions regarding your offers or how to redeem them, please call us directly at 1-800-832-PLAY(7529) and speak to any one of our agents.

Rewards and offers are based on rated play on your My Club Rewards card. The more you play, the more you earn. Some offers are attached to your account while others, like food and cash offers, are only available if you elect to receive mail or email.

Tier Points determine your Membership Level, which is calculated annually on April 1st based on Tier Points collected from April 1st to March 31st of the previous Tier year. The total number of Tier Points a member accumulates while playing slots determines a member’s membership level. Tier Points are not redeemable. Earn 1 Tier Point for every $10 played on reel slots, $20 on video poker, and $40 on e-table games.

If you forget your 4-digit PIN, or have not yet set up your 4-digit PIN, you can set or re-set your PIN by visiting any one of our Player Services Desks on your next visit to Casino Rama. Don’t forget to bring your government issued photo ID.

For your safety and security, after 30 minutes of no activity on your club account, the website will log you out of your session to prevent anyone else from gaining access to your account.

For your safety and security, all email addresses used to register for your online account must be unique to you and your account information. This will ensure that only you have access to your account. If you do not have an email account, there are several free email services including gmail and outlook. The email that you choose to set up your online account will become your primary account for all Casino Rama communications such as offers and announcements.

Effective March 5, 2020, My Club Rewards will be the sole loyalty program available at all Gateway Casino locations in Ontario, including Casino Rama Resort.

My Club Rewards is available at all Ontario Gateway Casino locations including Casino Rama Resort.  Please visit our home page for more information.

Kiosks can be used to register for a new MCR Card, reprint your MCR Card, reset your PIN, check your reward balances, print comps, view promotional offers, play fun, interactive games, update your phone number, email address, and communication preferences.

We offer more than 45  table games including Blackjack, Baccarat, Mini Baccarat, Roulette, Roll to Win Craps, Caribbean Stud Poker, Pai Gow Poker, Let It Ride, Spanish 21, Three-card Poker, and High Card Flush to name just a few. Table availability may vary.

With more than 1,780 slot machines in denominations ranging from $0.01 to $100, we have something for everyone. We feature reel and video slots and even multi-denominational slot machines. All slot machines are equipped with FastCash. FastCash is a coinless system that prints a ticket that can be redeemed at the Cashier’s Cage or the Redemption Kiosks located on the Casino Floor.

Yes, please contact the VIP Services Desk upon your arrival to inquire about the next available class.

We accept the following types of payments at these outlets:

ABM Machines: MasterCard, American Express, Visa or Debit.
Cashiering Cages: Visa, Mastercard, Debit or cash.
Hotel: MasterCard, American Express or Visa.
Restaurants/Bars: MasterCard, American Express, Visa, Debit or cash.

We offer several unique restaurant and dining options. For more information please visit the Eat & Drink  section of our website.

Yes, reservations may be made at a number of our restaurants. To make a reservation, please call 1-800-832-7529 (PLAY).
For St. Germain’s and Simcoe Yard House, you can reserve on line here.
https://www.opentable.ca/r/st-germains-casino-rama-resort-rama
https://www.opentable.ca/r/simcoe-yard-house-casino-rama-resort-orillia

No.

Casino Rama is proud to be a fully accessible facility including access to dining, gaming, hotel, spa, entertainment and washroom facilities.

Entertainment Centre:
Accessible seating is available for all performances on a limited basis. For accessible seating availability, please contact our Box Office at 1-800-832-7529. Hearing devices are available upon request at the Box Office for all concerts & events.

Gaming Floor:
Both slot & table games are located on one floor and are available with modifications to meet accessibility needs. Please ask a Slot Attendants to assist you in locating a game and/or removing a slot chair. Accessible tables are located in the general table games area, if you require assistance please let our staff know. For additional inquiries about accessible gaming options please call Player Services toll free at 1-800-832-PLAY (7529).

Hotel & Spa:
We are pleased to offer a limited number of accessible hotel suites. Please be sure to specify any specific requirements you may at the time of booking so might fully meet your needs.

For more details please visit our Accessibility section.

Children (guests under 19 years of age) are not allowed in the following areas of Casino Rama:

• Casino Gaming Floor
• Gaming Floor Restaurants including The Willow, Couchiching Court Buffet, Simcoe Yard House & Noodle Bar.

Please ensure that if you are 19 years of age or older and plan to access any of these areas that you carry government issued photo ID to verify your age; those twenty-one (21) years of age or younger must also have a secondary piece of name identification (e.g. debit card, credit card, health card, etc.).

Children (guests under 19 years of age) are allowed in the following areas of Casino Rama:

• Entertainment Centre
• Casino Rama Hotel
• Hotel Restaurants including The Weirs, Firestarter Lounge, St. Germain’s and Cedar.
• Balance In Life Spa and Pool
• Rotunda