Frequently Asked Questions
Q: What if my slot machine cash out voucher expires while the casino is temporarily closed?
A: Any slot machine cash out voucher that expired between March 20, 2020 and our reopening date of August 16, 2021 will be extended for an additional 90 days.
Q: What will happen to my Rock Star Reward Card Tier Points?
A: Your Rock Star Reward Card Tier Points did not expire or change during our temporary closing. Your Rock Star Reward Card is active and your tier status remains the same as it was prior to the temporary closing.
Q: What happens to my unused Free Play Rewards and Bonus Free Play?
A: Any unredeemed Free Play Rewards (Bounceback) earned between March 1 and March 15, 2020 has been extended until Sept 15, 2021. Guests with email consent were sent an email to notify them when these previously expired Free Play Rewards have been reinstated. You will continue to receive new bonus free play offers and invitations based on your prior play with us. These offers have now resumed after our reopening.
Q: What happens to the gift giveaways that were planned?
A. Planned gift giveaways will be rescheduled based on the continued availability of each specific gift. Qualified guests will be notified of the new dates and times.
Q: What happens to the entries I had for upcoming promotions?
A. All March promotions have been cancelled. Any entries earned for upcoming promotions will be transferred to new promotions when we reopen, and guests will be notified of their entry balances. No entries will be lost.
Q: Will I be required to show proof of full vaccination?
A: The Ontario provincial government has announced that as of September 22, 2021 proof of full vaccination in accordance with Public Health at least 14 days prior to date of entry and a photo ID will be required for guests to enter some non-essential businesses, of which casinos and racing venues are included in this province-wide mandate.
Guests will be required to provide proof of vaccination status through printed vaccine receipts or on a mobile device until an enhanced vaccine certificate with a QR code is available through the provincial government. Please note contact tracing and valid government issued ID is required upon entry.
Answers to frequently asked questions that you may have regarding proof of vaccination can be found by visiting the Ontario Government Website.
Q: Are reservations required to visit the casino?
A: No. Reservations are not required to visit the casino. Site capacity limits have been reduced to 50%.
Q: What safety measures have you taken to prevent the spread of covid-19?
A: The health, safety and well-being of our guests and employees is our top priority. We have been diligently working with Ottawa Public Health, and other government agencies to re-open our business in a phased approach. We’ve implemented extensive measures to ensure our guests have GOOD.CLEAN.FUN with our Safe & Sound Program.
Q: Are face coverings mandatory?
A: 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 shield may be worn and must cover your nose, mouth and chin. Should you forget your mask, Security can provide you one upon entry.
Q: Will you perform contact tracing?
A: Contact information for each guest entering our facility will be taken for contact tracing purposes in the event an individual is diagnosed with COVID-19. This will allow Rideau Carleton to quickly and effectively support public health authorities identify others that may have come into contact with the diagnosed with COVID-19. Contact information will be retained only for those purposes for a 30 day period.