By now you have probably heard the news that the Government of Ontario has announced casinos are allowed to re-open in select regions throughout the province as of Friday, July 17th. While we are happy to see communities move to Stage 3, we are currently evaluating the announcement and how the capacity restrictions will impact potential re-opening of our casinos.
We will not be reopening this Friday but continue to work with government and the Public Health Officer and look forward to re-opening soon with our extensive health and safety measures in place to ensure the well-being of our employees and customers. Though your visit will be a bit different, we are working hard to make sure it is as fun, but safe, as possible.
Please watch our website and social pages for more updates and announcements as they become available. We look forward to welcoming you back soon.[Update: June 15, 2020]
We appreciate that you may have questions about the return to operations and your next visit. Here is some information to address questions you may have about our programs, promotions, and offers.
When will you resume Casino and Community Gaming Centre operations?
We continue to follow the direction of our regulators and the provincial public health officials. Operations will remain shutdown until it is determined we are able to safely resume operations. When we have approval to re-open gambling facilities, we will do so with appropriate measures in place to support the health and wellbeing of players, employees and communities. These will include enhanced sanitation and physical-distancing measures to reduce player density, including through the reconfiguration of gambling equipment. We will share more information about specific measures in advance of opening, once they are finalized and agreed upon by the health and safety authorities.
Please continue to monitor our website and social media for information.
What safety measures will you take upon resuming operations to prevent the spread of COVID-19?
The health, safety and well-being of our guests and employees is our top priority. We are working diligently to ensure we are prepared to safely return to operations. This means we are collaborating with our gaming regulators and provincial health officials to develop a comprehensive health and safety plan for all our sites so that you have peace of mind when playing at our properties. We look forward to sharing more details on these plans with you once they have been completed.
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. Please check our website for updates on when our shuttle or bus services will resume.
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, 2021. At that time your tier status will reset and a new earning period begins.
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 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.
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.
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. More details on any specific programs and promotions will be available on our websites and onsite once we reopen.
Will you honour my printed complimentary voucher?
Yes, please bring your printed complimentary voucher to the Guest Services desk at your local Gateway Casinos facility for redemption.
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.
Will you resume the My Club Eat and Drink promotions?
All My Club Eat and Drink promotions are currently suspended. We will resume My Club Eat and Drink promotional activity, as appropriate, following the re-opening of our restaurants. Some of our promotions may change depending on capacity restrictions and health and safety guidelines in place at that time.
CASINO RAMA RESORT
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?
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.
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 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.[Update: April 15, 2020] This is truly an unprecedented and rapidly changing situation, in Canada and globally, as we cope with the COVID-19 pandemic. The impacts of this virus continue to be felt by everyone – our family, our friends, our community. I want to share with you our heartfelt thanks and appreciation to our customers and community members who are healthcare workers, first responders, grocery store workers, food service employees and all other frontline staff that are keeping us safe, healthy and fed during these difficult times – you are the true heroes.
To help our local hospitals and health units, Gateway donated more than 80,000 units of masks and gloves to help keep them protected as they do their very important work. Additionally, as our casinos across Canada were mandated to close we worked extremely hard to ensure we donated all perishable food items that would not keep. Our restaurants were able to provide their community food bank and soup kitchens with more than $40,000 in perishable goods. We also provided them with over 49,000 units of cups, napkins and take-out containers to assist them in serving their clients.
With the health and safety being the top priority of all team members and guests, we continue to follow the recommendations of government and public health officials and will remain closed until this health crisis ends and it is safe for us to re-open. But we wanted to reach out to say we hope you and your family are safe and healthy and we miss you. In the coming weeks, we will be sending out more messages to stay connected while we must all stay apart.
Thank you again to all of the Canadians that are working on the front lines in our health care system and to those that are working to provide us with essential services. It is truly heroic work you are undertaking on behalf of all Canadians.
We will get through this together and we will be writing again soon to say hello,
Chief Marketing and Communications Officer
Gateway Casinos & Entertainment Limited