FAQ

Casino Opening / COVID FAQs

Click on a question to view the answer.

Is Casino Rama Resort open?

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!


Will casinos require proof of vaccination for entry?

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.


What is accepted as proof of vaccination?

  • 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


Are Gateway staff required to be vaccinated

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.


What if I do not have a smartphone, computer or printer to print proof of vaccination?

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


If I have a medical exception, will I be permitted entry without 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.


Do I need to make a reservation to attend the casino?

No reservations are required to visit any Gateway properties.  We will be open on a first come, first serve basis.


What are your capacity limits for reopening?

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.


Are casino bars, restaurants and the Entertainment Centre open?

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.


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 at this time. Please check our website for updates on when our shuttle or bus services will resume.


What are you doing to keep guests safe and help prevent the spread of the virus?

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.


Are face masks and personal protective equipment required (PPE) even if I am vaccinated?

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.


Will you provide masks if I do not have one?

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 I cannot wear a face mask, will I be allowed to enter?

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.


How will you ensure physical distancing of customers?

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.


What if someone is refusing to social distance?

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.


Will you provide hand washing and enhanced sanitation on-site?

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.


Are you collecting my information?

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.


Questions or concerns regarding our Health & Safety initiatives?

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.


Will there be any promotions to participate in?

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.


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.


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. Please visit the Guest Services desk at your local Gateway Casinos facility once we re-open for details related to specific promotions.


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.


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, 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

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 my printed complimentary food & beverage voucher?

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.


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.


Is the hotel and spa open?

Yes, the hotel and spa are open with all services and amenities including the pool available to guests.


How do I make a hotel reservation?

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


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?

Any complimentary tickets that you have for any shows at Casino Rama Resort are no longer valid.


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.


General FAQs

Click on a question to view the answer.

What types of payments are accepted?

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.


What are the Box Office/Will Call hours and location?

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 anytime at the Main Cashiering Cage or 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.


What are the casino hours?

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


How do I get to Casino Rama?

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


Is there bus service to Casino Rama?

There are many bus pickup locations across Ontario. To plot your trip, visit Bus Pickup Location under the Tour section of our Web site or call 1-888-817-7262 (press 1, then press 3). Please note, that bus services are provided by outside operators and not the Casino.


Does Casino Rama offer Valet parking?

24-hour valet parking is available at the main Casino entrance. $17 plus HST for cash paying customers. Diamond, Platinum Plus, Platinum and Gold Players Passport™ members may use valet parking free of charge.

Hotel Valet is available for registered hotel guests. $28.00 (including HST). Platinum Plus and Diamond Card members receive complimentary hotel valet parking (no hotel reservation required).


How old do you have to be to gamble?

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.


Do you allow pets?

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


Do you have wheelchairs available for your guests?

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.


Are cameras allowed on property?

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


Can we bring our own alcohol?

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.


Can you smoke at Casino Rama?

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.


Are gift cards available?

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, Valet Kiosk or Couchiching Court Buffet. You can also order direct by calling 1-800-832-7529 (PLAY).

How do I make a Hotel reservation?

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


What time is Hotel check in and check out?

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


Do you have a spa?

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.


Is there a pool at Casino Rama?

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.


What type of fitness centre is available?

We offer a moderately sized fitness facility in the spa, located on the third floor of the hotel. Open daily from 7 AM to 10 PM, the gym features various types of cardio equipment and a universal weight-training centre.

Are there meeting & conference facilities for groups?

Yes, we offer nearly 16,000 square feet of flexible meeting and conference space.

How often is the employment page updated?

We update the Web site as new positions become available.


Can you mail me an employment application?

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


How many people work at Casino Rama?

We have more than 2,500 dedicated employees.

Is Casino Rama Accessible?

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.


Are children allowed at Casino Rama?

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, Dreamcatcher Sports Lounge & 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


What is the Cannabis Policy at Casino Rama?

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.

Entertainment FAQs

Click on a question to view the answer.

What types of payments are accepted?

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.


Is Accessible Seating available?

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.


What are the Box Office/Will Call hours and location?

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 anytime at the Main Cashiering Cage or 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.


How do I contact the Box Office?

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


Where can I purchase tickets for Casino Rama concerts?

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.


Where should I park?

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


What are the casino hours?

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


What type of entertainment does Casino Rama offer?

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.


What are the Casino Rama Box Office hours/location?

Located just inside the main entrance in the area called the Rotunda, the Box Office is accessible from both the hotel & gaming floor. The Box Office is open on show nights from 12pm until showtime and matinees from 10am. Tickets can be purchased at the Box Office during these hours or anytime at the Main Cashiering Cage or 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.

Starting September 1, 2019 all events in the Casino Rama Resort Entertainment Centre are now open to anyone 12 years of age or older. You must still be 19 or older and not self-excluded or trespassed with valid government issued photo ID to enter the gaming floor.


Where can I see an Entertainment Centre seating chart?

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.


Can I purchase tickets with points from my Player’s Card?

No, tickets may not be purchased using points. Please log in to the My Club section of the site to view your latest offers & rewards.


Are cameras allowed at the concert?

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.



Why can’t I reserve concert tickets for today’s show?

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.


Is Casino Rama Accessible?

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.


Are children allowed at Casino Rama?

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, Dreamcatcher Sports Lounge & 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


What is the Cannabis Policy at Casino Rama?

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.

My Club FAQs

Click on a question to view the answer.

What types of payments are accepted?

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.


What are the Box Office/Will Call hours and location?

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 anytime at the Main Cashiering Cage or 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.


What are the casino hours?

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


What is the My Club Rewards Program?

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! With slot play, you can also earn CashBack Points that can be redeemed for cash.

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


How do I use my My Club Rewards Card?

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.


How do I accumulate Reward and Tier Points?

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 90 days after issuance. Promotional play will not accumulate any rewards or points.


How do I reach the next My Club Tier/level?How do I reach the next My Club Tier/level?

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)


How do I check my Club and Rewards balance?

  • 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 do I redeem Club and CashBack Points?

CashBack Points can be redeemed for cash by using your PIN and requesting redemption on any ‘my points’ enabled slot machine or by visiting any of our Cashier’s Cages. Club Points cannot be redeemed, and simply determine your Club level.


How do I redeem my offers?

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.


How do I earn rewards and offers?

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.


How long can I accumulate Tier points?

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.


What if I forget or don’t have a 4-digit PIN?

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.


Why did the website log me out of My Club?

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.


Why does the email that I use to register have to be unique?

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.

Gaming FAQs

Click on a question to view the answer.

What types of payments are accepted?

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.


What are the Box Office/Will Call hours and location?

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 anytime at the Main Cashiering Cage or 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.


What are the casino hours?

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


What is the Player’s Passport™ Club?

The Players Passport™Club is a way for us to reward our players. When you become a member, you will receive a Club Card. Similar other reward programs, while you’re playing your favorite slot or table game, the play on your Players Passport™Club Card can earn you concert tickets, complimentary meals and hotel stays, invitations to parties and much more! With slot play, you can also earn CashBack Points that can be redeemed for cash. Membership is absolutely free, and it pays to play!


How do I become a member of My Club Rewards?

Please visit the Player Services/My Club Rewards desk at your closest Gateway Casino site to sign up.

We are required to verify the age of all My Club Rewards members to ensure they are 19 years of age or older and not trespassed from any gaming site in Ontario. This is why we require you to activate your card in-person, as we must see photo ID before we can issue your card.


What are Cashback Points?

CashBack Points are earned on rated slot play. They can be redeemed for cash by using your PIN and requesting redemption on any ‘my points’ enabled slot machine or by visiting any of our Cashiering Cages.

If you do not have a PIN, please visit one of our Player Services Desks to obtain one.


What are comps?

Comps, or complementaries, are Casino rewards based on observed (rated) play. They may include but are not limited to concert tickets, dining, hotel stays, valet and coat check.


How do I get rated and/or use my Players Passport™ Club Card?

Easy…first be sure you are a Player’s Passport™ Club member. For slot play, insert your new Players Passport™Club Card into any 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.


How many table games are there at Casino Rama?

We offer more than 60 table games including Blackjack, Baccarat, Mini Baccarat, Roulette, Craps, Caribbean Stud Poker, Pai Gow Poker, Let It Ride, Sic Bo, Pai Gow Tiles, Spanish 21, Three-card Poker, War and Texas Hold ’Em Poker to name just a few.


How many slot machines do you have?

With more than 2,200 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.


Do you offer learn-to-play classes?

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


Can I search your employment listings online?

You can find current job openings and apply online in the Careers section of our Web site.


Is Casino Rama Accessible?

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


Are children allowed at Casino Rama?

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, Dreamcatcher Sports Lounge & 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


What is the Cannabis Policy at Casino Rama?

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.

Dining FAQs

Click on a question to view the answer.

What types of payments are accepted?

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.


What are the Box Office/Will Call hours and location?

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 anytime at the Main Cashiering Cage or 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.


What are the casino hours?

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


How many restaurants does Casino Rama have?

We offer several unique restaurant and dining options. For more information please visit the Dine section of our Web site.


Can I make a reservation?

Yes, reservations may be made at a number of our restaurants. To make a reservation, please call 1-800-832-7529 (PLAY).



Is Casino Rama Accessible?

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.


Are children allowed at Casino Rama?

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, Dreamcatcher Sports Lounge & 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

Transfer to My Club Rewards FAQs

Click on a question to view the answer.

What happens to my Winner’s Circle, Player Plus or Player Passport Rewards card – can I still use it?

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.


Will my Players Passport Club membership level remain the same when I am transferred to My Club Rewards?

Players Passport Club members who are transitioned automatically to the My Club Rewards program will maintain their same membership/tier level as defined in the new program.  For example, if you are a Red member in Players Passport Club, you will transition to a Rewards member in My Club Rewards.  If you have any questions about your Tier level, please visit a Guest Services desk for assistance.


Can I use my My Club Rewards card at other locations?

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


What can the kiosk be used for?

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.


Membership has its rewards!

Becoming a My Club Rewards member is free and easy. Just visit Casino Rama Resort’s Guest Services desk, present your valid ID, and we’ll sign you up for a membership. More prizes and more ways to earn points – right at your favourite slot machine!

Learn More About My Club Rewards