FREQUENTLY ASKED QUESTIONS
COVID 19 QUESTIONS
|
When will Great Canadian Rewards launch? Great Canadian Rewards will launch at all 12 Ontario Great Canadian Entertainment properties on August 3, 2022. Where can I use my Great Canadian Rewards Card? Great Canadian Rewards is available at all 12 Ontario Great Canadian Entertainment properties: Elements: Casino Brantford, Casino Flamboro, Casino Grand River, Casino Mohawk One Toronto Gaming: Casino Ajax, Casino Woodbine, Great Blue Heron Casino, Pickering Casino Resort Shorelines: Casino Belleville, Casino Peterborough, Casino Thousand Islands, Slots at Kawartha Downs Will I need to sign-up for a Great Canadian Rewards card if I am already an existing loyalty member? Existing loyalty members (AXIS, Elements, One Rewards) will automatically transfer to the Great Canadian Rewards system on August 3, 2022. AXIS and Elements Rewards members must get their new Great Canadian Rewards card printed beginning August 3,2022. One Rewards members may continue to use their One Rewards card after August 3, 2022 but it will be considered a Great Canadian Rewards card when rating play. What happens to my current loyalty program points and comps? What happens to my current loyalty program Tier level? When Great Canadian Rewards is introduced, will there be an option to transfer my previous tier level to the Great Canadian Rewards program? When members transfer to the Great Canadian Rewards program, they will be placed in the Tier Level that matches their current Tier Level in the previous loyalty program: Axis: Blue, Silver, Gold, Prive One Rewards: Ruby, Silver, Gold, Prive Elements Rewards: Red, Blue, Gold Great Canadian Rewards: Club, Preferred, Premium, Summit Will I receive a new loyalty membership number? Members with an AXIS or Elements Rewards card will receive a new Great Canadian Rewards number. One Rewards members will have their account number transfer to Great Canadian Rewards. Will I require a new PIN for my Great Canadian Rewards card? No. Your current loyalty account PIN will transfer and remain the same. Can I still use my One Rewards, Elements Rewards and/or Axis Rewards card? No. You will be issued a new loyalty account number and all AXIS and Elements rewards accounts will no longer be active as of August 3, 2022. Can I still sign-up for a One Rewards, Elements Rewards and/or Axis Rewards membership? Beginning August 3, 2022 all new enrollments will be in the Great Canadian Rewards program. One Rewards, Elements Rewards and AXIS Rewards will all be decommissioned. Will any Great Canadian Entertainment casino be required to close for a short period of time to introduce the Great Canadian Rewards program? Where can I find more information about Great Canadian Rewards? REWARD CURRENCIES & BENEFITS What are Tier Credits and how do I earn them? Tier Credits are earned through rated play on Slot Machines, eTables, and live Table Games, excluding the use of Promo Play & Promotional Offers. Tier Credits are accumulated across all Great Canadian Entertainment Sites in Ontario and determine a member’s Great Canadian Rewards Tier Level. What is a Tier Period? Tier Credits earned during a Tier Period determines a member’s Tier Level. At the end of each Tier Period, credits revert to 0 but you will maintain the Tier Level earned. Great Canadian Rewards has two (2) Tier Periods: Tier Period 1: April 1 – September 30, and Tier Period 2: October 1 – March 31 Tier Level: Club: 0-499 Tier Credits Preferred: 500-2,499 Tier Credits Premium: 2,500-14,999 Tier Credits Summit: 15,000+ Tier Credits *Beginning October 1, 2022 What are Rewards Points? Rewards Points are earned through rated play on Slot Machines and eTables. Reward Points are not earned on bets made with free play credits or free bet offers. Rewards Points are earned and redeemable across all Great Canadian Entertainment Sites in Ontario. Rewards Points can be redeemed for free play credits on slot machines only. 100 Reward Points = $1.00 in Free Play Credits. What are Comp Dollars? When do my Reward Currency values expire? Rewards Points and Comp Dollars do not expire unless there has been no rated slot and/or table games activity on the account in the previous 180 days. Are all of the Great Canadian Rewards benefits available at each site location? Will all promotional marketing offers be eligible to be redeemed at all properties under same rewards program? CARDLESS RATING What is Cardless Ratings? The new cardless rewards feature allows members to enter their member account number and PIN directly at a slot machine to start earning and redeeming rewards without inserting a physical rewards card. How do I use my Digital Rewards card? Members will select the “Touch Here to Sign in Without a Card” icon on the Slot Machine and enter your member account number and PIN. When finished, select “End Session” to end your play session. How many Slot Machines can I play at one time? Can I access a kiosk with a Digital Rewards card? No, you must access an express kiosk with a physical rewards card. |
OTHER QUESTIONS
Q: How has the closure affected the loyalty program?
The Elements Rewards tier status that you had prior to our casinos closing remains intact. Loyalty points and existing free play balances on your account have not expired.
All promotions and offers, including weekly free play coupons, gift offers and Food & Beverage offers, that were issued prior to closure are void. As we move into the various stages of reopening, new offers and promotions will be introduced.
The expiration rules that normally apply to complimentary and free play balances have been temporarily suspended. In approximately 90 days, these rules will again take effect and any complimentary earned or promo free play acquired prior to Covid will expire.
Eligibility criteria for offers will not include the period of time that casino operations were suspended.
Q: Will you resume promotions you had in place before closure?
Unfortunately, all active promotions prior to the casino closure were suspended or cancelled. Upon resuming promotions in the future, offers are based on a specific eligibility criterion over a time period and eligibility criteria for offers will not include the period the casino suspended operations. More details on promotional offers will be available on our website, on site and our social media platforms.
Q: Will food and beverage amenities be available?
Limited food and beverage amenities will be available. Food and Beverage, once ordered, must be consumed in the designated area and will not be permitted to be taken onto the gaming floor. If guests remove their face covering to consume Food or Beverages at any time, it is required to be at a two metre distance unless a barrier exists. All consumption of food must be in designated Food and Beverage areas.
Q: What amenities will be affected ?
All Shuttle Bus Services & Coat Check have been suspended, please check our website and social media for updates.
Q: Can I cash my expired Tito ticket?
Yes, please visit the Cashier at the site for assistance with cashing expired TITO tickets.
Q: Will you honour my printed complimentary vouchers?
Yes, please bring your printed complimentary voucher to the rewards counter before redeeming.
Q: Will I be able to redeem my rewards points, comps, and free slot play?
- All promotions and offers, including weekly free play coupons and F&B offers, that were issued prior to closure are void. As we move into the various stages of reopening, new offers and promotions will be introduced.
Q: Will my loyalty rewards tier level be affected?
No, your loyalty rewards tier level will not be affected.
Q: Will your shuttle bus services be available?
No, shuttle bus services offered prior to the temporary suspension of operations will not be provided. Throughout the entire period that COVID-19 has been a public health concern, the health and safety of our guests and team members has been our highest priority, and we have uniformly supported all actions taken by provincial governments and provincial health authorities through this difficult time. We hope to restore shuttle service at a later date.
Q: Will you resume the promotions advertised and/or offered during that time?
All promotions advertised and/or offered prior to the temporary suspension of operations are considered void.
Q: Will I still qualify for promotional offers by mail and email upon resumption of operations?
Promotional offers are based on a specific eligibility criterion over a time period. The eligibility criteria for offers will not include the period the casino suspended operations.
Q: Will you honour my offers for free gifts?
All previously issued gift offers are considered void.
Q: Will you honour my weekly free slot play offers?
All previously issued weekly free slot play offers and promotions are considered void.
Q: Will you honour my weekly dining offers?
All previously issued weekly dining offers and promotions are considered void.
Q: My birthday was during the time you suspended operations, will you honour my offer?
All previously issued birthday offers are considered void.
Q: Will table games be available?
Yes, limited table games will be available. Each table game will have a limited capacity. Physical distancing measures and enhanced safety measures will be in place.
- Plexiglass barriers will be installed between the dealer and players at the tables.
- Hand sanitizer and hand wipe stations are readily available for use.
- Each table game position will be sanitized whenever a guest leaves their game.
- Players will be permitted to hold cards and chips.
- Craps is temporarily suspended.
Q. When will the buffet open and be back to normal?
Throughout the entire period that COVID-19 has been a public health concern, the health and safety of our guests and team members has been our highest priority, and we have uniformly supported all actions taken by provincial governments and provincial health authorities through this difficult time. Once those authorities provide direction that services like buffets can reopen, we will look to do so then.
Q. Why has your menu changed?
Throughout the entire period that COVID-19 has been a public health concern, the health and safety of our guests and team members has been our highest priority, and we have uniformly supported all actions taken by provincial governments and provincial health authorities through this difficult time. As a result, we have tailored our menus so they are consistent with these principles.
Q. Can I cash in my Lottery ticket?
Our lottery counter is currently closed. Please check with OLG on how to submit your claim.
What is Self-Exclusion?
It is a voluntary program that gives anyone the opportunity to take a break from gambling. Gaming Self-Exclusion means you will not be able to play at any slots, casinos, or resort casinos in Ontario (as well as PlayOLG.ca)
The decision to self-exclude is an important one. As part of Great Canadian Gaming Corporation’s efforts to support responsible gaming. Self-excluded individuals are not permitted to win prizes.
How long does self exclusion last?
You can choose the time that best suits you:
- 6 months
- 12 months
- Indefinite (take as long as you need)
No matter what term you choose, you will remain self excluded until you apply and are approved for reinstatement.
How to register for the Self Exclusion Program.
Phone to speak with our Security team members: 905-854-4053 ext 6301
Email our security team for details: reinstate@elementsmohawk.com
What happens after I submit a request to reinstate?
Once your reinstatement request is received, you must wait a minimum of 30 days before being able to continue the reinstatement process. You will be required to complete a reinstatement tutorial. To reinstate at slots and casino sites or at Charitable Bingo & Gaming Centres, you must meet with a staff member prior to leaving the Self-Exclusion program.
Q: What safety measures have you taken to prevent the spread of Covid-19?
The health, safety and well-being of our guests and employees is our top priority. We have worked diligently to ensure were prepared to safely return to operations. This means we have collaborated with our gaming regulators and provincial health officials to develop a comprehensive health and safety plan for all of our sites so that you have peace of mind when playing at our properties.
Q: Are face coverings mandatory?
The health, safety and well-being of our guests and employees is our top priority. All guests and team members are required to wear a face mask at all times. A face mask must be one which covers your nose and chin, without gaps, and can loop around your ears. Masks may be comprised of a washable fabric or they can be a disposable mask. If guests remove their face covering to consume Food or Beverages at any time, it is required to be at a two meter distance unless a barrier exists. Please note that plastic visors will not be considered an acceptable face mask upon entry. Should you forget your mask, Security can provide you one upon entry.
Q: Will you perform contact tracing?
We do no longer perform contact tracing as per the lifting of restrictions on January 31, 2022 from the provincial government. Guests entering the casino must provide all mandatory QR code for proof of vaccination and valid gov’t photo identification.
Q: What are you doing to control indoor air quality?
Rigorous measures have been taken to maximize outside air circulation throughout our buildings and rooms with air filters that meet or exceed published standards. We are continuously monitoring building systems to ensure that these standards are met or exceeded for guests and team members.
