Frequently asked questions

How do I become an Encore Rewards member?

To sign up for Encore Rewards, you can register online or fill in the application form at your local casino or Chances location in B.C. at Guest Services. Once you've completed your online registration or in-person form, visit Guest Services with a piece of Government issued photo ID. You'll receive an Encore Rewards card right then.

What are the steps for online registration?

Joining is easy! Register by following the steps on our online registration page. Once you’ve successfully completed your registration you’ll receive an email verification with a link – click the link to confirm your email address. Next, to pick up your personalized Encore Rewards card, you'll need to visit Guest Services at your local casino or Chances location where they will verify your Government issued photo ID and set your PIN.

You’re now an Encore Rewards member and you can start using your card every time you visit. Don’t forget to get online access to check your points and status regularly.

Can I use my Encore Rewards card at locations other than the place where I got my card?

Yes, your Encore Rewards card is valid at all casinos and Chances locations in BC.

Can I change my account information online?

Yes! If you have an online account set up, you can sign in to change account information like address, PIN, phone number etc. If your name has changed please contact BCLC Customer Support as this must be updated by a staff member.

How do I access my account information?

You can access your account information online if you are registered for an online account or you can visit Guest Services at any casino or Chances location in BC. If you do not have a My Encore online account, register for one here. All you need to register is your valid email address, date of birth, and Encore Rewards number. Through your My Encore account you will be able to sign in and view your points balance, activity and profile at any time. Your points information is updated every 15 minutes. Note that food and beverage points may take up to 48 hours to post to your account.

If you already have an online account, sign in to view your points balance.

What should I do if I get locked out during sign in?

If you make more than 3 unsuccessful attempts to sign in to your account you will be locked out for 15 minutes. Please wait 15 minutes and try again. If you have forgotten your password you can reset it here. If you are still unsuccessful and would like assistance please contact BCLC Customer Support.

What is the difference between my PIN and my password?

Your PIN is set at the casino or Chances location when you pick up your Encore Rewards card. It’s used when you want to redeem points for free play. Your password is used to sign in to your online account at CasinosBC.com.

What should I do if I didn’t receive my registration confirmation email?

If you did not receive a confirmation email within 30 minutes of completing your registration, please ensure that you check your “junk” or “promotions” emails. If you still have not received your email, please contact BCLC Customer Support.

How do I unsubscribe from receiving Encore Rewards mail and/or emails?

You can update your communication preferences online at any time by logging into your Encore Rewards account and clicking on Profile and then Account.

Additionally, you can unsubscribe from receiving Encore Rewards mail and/or emails by either contacting BCLC Customer Support or visiting Guest Services at a casino or Chances location near you. Lastly, you can always unsubscribe by clicking on the unsubscribe link at the bottom of every email from Encore Rewards.

I’ve lost my Encore Rewards card. What should I do?

Please contact BCLC Customer Support right away.

Why do I need a PIN?

Your PIN allows you to redeem your points for free play. When you are at a slot machine or eTable and want to redeem points for free play you’ll need to insert your Encore Rewards card and enter your PIN to confirm that this is your account. You'll also need your PIN to redeem points for table free play vouchers at Guest Services.

How do I get a PIN?

You can set up a PIN at Guest Services. Government issued photo ID is required.

How do I change my PIN?

You can easily change your PIN online by logging into your Encore Rewards account and clicking Profile, then the PIN tab and then click save. You can also choose to update your PIN at any Guest Services desk.

Can I use my PIN at other casinos and Chances locations?

Yes, your PIN is valid at all casinos and Chances locations across BC.

What numbers should I use for my PIN?

It is recommended that you create a four (4) digit PIN that would not be easily guessed. Like your bank card, you should pick a secure number that you will remember but is not easy to predict such as your birthday or 1234.

How do I earn points?

Points are awarded with every dollar played on slots, tables, eTables, and on eligible dining purchases. Points cannot be earned during bets from free play.

Can I collect points if I don’t have a PIN?

Yes, you collect points when playing with your Encore Rewards card, whether or not you have a PIN. If you don't have a PIN though, you cannot redeem your points for free play.

In addition to slots, which electronic games are eligible for collecting points?

Click here to learn which games you can earn points at while you play.

How are my points earned on table games calculated?

Your points earned at tables are calculated by evaluating your average bet, hours played, decisions per hour and what table game you’re playing.

My points balance seems incorrect. What should I do?

First, sign in to My Encore to view your updated statement and check all your activity and balance. Your points are updated every 15 minutes. Note that food and beverage points may take up to 48 hours to post to your account. If there are inconsistencies, please contact BCLC Customer Support immediately.

Are there any games excluded from earning points?

Yes, unfortunately you cannot earn points when you play poker.

I forgot my Encore card when dining, can I still earn points on my bill?

Yes, Guest Services can manually award your points. To earn points on a closed restaurant bill, you must retain your receipt and visit Guest Services at the Chances or casino you dined at within 10 days of purchase.

What can I redeem my points for?

Encore Rewards points can be redeemed for free play at your choice of slots, tables or eTables. Unfortunately you cannot earn or redeem points for poker.

How do I redeem points?

You can redeem points for free play directly at a slot machine or eTable using your Encore Rewards card and PIN. To redeem points for table free play take your Encore Rewards card to Guest Services to get a free play voucher that you can give to the dealer at your table.

What is the minimum number of points that I can redeem?

The minimum redemption amount at slots or eTables is $5 (which is 1,000 points). At tables, the minimum redemption amount is $10 (or 2,000 points), however points can be redeemed at any value over $10.

What is the value of my points?

The points ratio is $1:200 points. That means for every 1,000 points you have a free play value of $5.

Can I receive cash for my points?

No, points or free play cannot be redeemed for cash or slot tickets. Points can be redeemed directly at the slot machine or eTable for free play or you can redeem points for table free play at Guest Services. Credits that are won are the only credits that can be cashed in.

What happens to points that I redeem, but don’t use?

Points that are redeemed but not used at the slot machine will be returned to your balance. Points redeemed for table free play vouchers must be used within the same day it was issued.

When do my points expire?

Unused points in your account expire after 365 days unless stated otherwise. To see expired points, log into your Encore Rewards account, go to My Encore, then click the Statements tab. Under Statement Period, select the period you are looking for and under Points Category, select Expired Points. Your expired points will then display on the page.

Earned points that would have expired during casino closures due to COVID-19 will be extended to March 1, 2021.

In my online account I see Anywhere Points and Casino Specific Points, what’s the difference?

Anywhere Points are points that can be redeemed for free play at any casino or Chances location in BC. Casino Specific Points are points that can only be redeemed at certain locations. Under the Casino Specific Points section you’ll see groups of casinos and how many points you have available to redeem at each. 

How is my membership level determined?

Membership status levels are determined by the amount of points you have collected over a one year period starting September 1st of each year. Based on your accumulated activity, your membership level can increase daily, but will only decrease on September 1st if you have not maintained the same level of status points.

How many points are required for each Encore Rewards membership level?

• Diamond: points required = 0-9,999
• Double Diamond: points required = 10,000 - 49,999
• Triple Diamond: points required = 50,000 - 149,999
• Elite: points required = 150,000+

Can bonus points be calculated towards my membership level status?

No. Bonus points, promotional points, multiplier and direct mail offers do not affect your membership level. Only money wagered at the machine or table, or spent on dining, will contribute to your membership level.

How do I move up a membership level?

Depending on your amount of play, you may be upgraded to the next membership level the day after you become eligible. All membership levels offer great benefits. Based on level of activity, your membership level can increase daily, but can only decrease once a year on September 1st.

Will I keep my membership level forever?

No, membership levels are determined based on your amount of play in a one year period. It is refreshed every September.

Due to COVID-19 casino closures, your tier status will be extended through September 1, 2021, regardless of your activity this year. Your tier status points will still reset to zero (0) on the typical September 1 anniversary date.

Why was I moved down a membership level?

If your level of play is reduced in the anniversary year following your upgrade, you will be moved to the appropriate membership level. There are great membership benefits regardless of your level.

To get to Double Diamond Member status at 10,000 points, does that mean I have to spend $10,000 on slots out of my pocket?

No, one (1) point for every $1 of slot play wagered includes the initial spend plus any slot play wins accumulated and then played on a slot machine.

For example, if you put in $5 and spin 5 times at $1 each, you have earned 5 points. If you win $10 during those spins and continue to play, you now have played an additional 10 spins at $1 each. This will earn you 10 more points. In this example, you put in $5 but earned 15 points.

Can I earn rewards by playing table games?

Yes, when you play table games at participating casinos you will earn points that you can redeem for table or slot free play.

What locations offer table rewards?

Table rewards are offered at the following locations in BC:

• Lower Mainland: Parq Casino, River Rock Casino, Starlight Casino, Grand Villa Casino, Hard Rock Casino, Cascades Casino Langley & Elements Casino
• Okanagan: Cascades Casino Kamloops, Lake City Casino Kelowna, Lake City Casino Vernon & Cascades Penticton,
• Vancouver Island: View Royal Casino & Casino Nanaimo
• Northern BC: Treasure Cove Casino & Billy Barker Casino
• Kootenays: Casino of the Rockies

Where have my Encore Dollars gone?

On May 17, 2017 all Encore Dollars were converted to points so you only need to keep track of one balance. Encore Dollars were converted at 1 Encore Dollar : 200 points ratio.

How do I receive free play?

Free play is now awarded exclusively in the form of points. Points are awarded by BCLC or specific casino or Chances locations for promotions, including direct mail, email, prizes, and other special offers.

How do I redeem my free play value?

You can redeem your points for free play at slots or eTables by using your Encore Rewards card and PIN at a machine or a table. To redeem for table free play you must take your Encore Rewards card to Guest Services to receive a table free play voucher.

Points earned from playing or awarded as a promotion from BCLC can be redeemed at any casino or Chances location in BC. Points awarded as part of a promotion from a specific casinos or Chances location can only be redeemed for free play at a casino or Chances location within the same gaming company where it was originally awarded. To understand exactly where you can redeem your points, login to your Encore Rewards account under My Rewards to see the breakdown. Unused points older than 365 days will expire unless otherwise stated.

What is the minimum amount of points I can redeem for free play?

The minimum redemption amount at slots or eTables is $5 (which is 1,000 points). At tables, the minimum redemption amount is $10 (2,000 points).

When does my free play expire?

Points (that can be redeemed for free play) expire after 365 days unless stated otherwise.

Will my free play value show on my Encore Rewards account?

Yes, your points balance and free play value can be viewed on your Encore Rewards account at any time.

I know someone that received an Encore Rewards offer that I didn’t. Why?

Different offers are sent to individual Encore Rewards members who meet particular conditions, such as number of visits, that qualify them for a given offer.

What is the difference between Encore Rewards promotions and site promotions?

BCLC administers the Encore Rewards program, and sends members special offers from time-to-time. On the other hand, each casino and Chances location in BC may offer special promotions specific to that venue, such as 2,000 points valued at $10 of free slot play. Points awarded by a specific casino or Chances location can only be redeemed at that location whereas BCLC points can be redeemed at any location. Make sure you are aware of the conditions that apply to each promotion. To view where you can use all of your points sign in into your Encore Rewards account.

Can I give my Encore Rewards special offer, to my family or friends?

The offers you receive are non-transferable, unless otherwise stated on the offer. Guest Services may ask you for picture ID to confirm your identity before issuing you the promotional offer.

I have a question about my offer. Who should I contact?

If you received a special promotion specific to a casino or Chances location, please visit their Guest Services or Cashier Cage. If you received a BCLC promotion or unsure about the promotion, please contact our BCLC Customer Service for assistance. 

How do I receive my birthday reward?

If you are opted into receive mail or email from BCLC you will receive your birthday reward in the mail or via email. Present this to Guest Services to redeem your offer.

What if I didn’t receive an email or mail but have an Encore Rewards card?

You may go to Guest Services to confirm if you are subscribed to receive email and/or mail communication. If you are already subscribed, but have not received your award, Guest Services may provide your birthday reward after confirming your membership and identification.

How long is my birthday reward good for?

You birthday reward is available starting on the 1^st of your birthday month and must be claimed during that month. Once claimed, you have 365 days to redeem this offer.

How does BCLC secure my personal information?

All customer information is stored in a highly secure database. Security measures such as encryption, file integrity monitoring and auditing are used to provide a multi-layered defence system for protecting our customers' personal and transactional data.

Is my personal information shared with third parties?

BCLC does not give or sell your personal information to any 3rd parties. In some cases, we share your personal information with other companies to provide services on our behalf. In those cases, we only provide them with the information needed to perform those services. For more information view our Privacy Statement on Bclc.com.

How do I prevent other people from viewing my name on the touch screen display?

If you don’t want your name shown on the touch screen at the slot or eTable, you can visit Guest Services or the Cashier to change your privacy settings.

I’m a Voluntary Self-Excluded member, am I eligible to join?

No, BCLC does not offer any points programs or mailings to any VSE patrons. Learn more about Voluntary Self-Exclusion or visit a GameSense booth in any of our casino or Chances locations in BC.

What browser and operating system does CasinosBC.com run best on?

For an optimal player experience and site performance on any device using CasinosBC.com, we recommend using the following browsers:

• Google Chrome and Chrome mobile (latest version)
• Mozilla Firefox (latest version)
• Safari on MacOS and iOS (latest version)
• Microsoft Edge (latest version)

And, we recommend using the following operating systems:

• Windows 8.1 (or higher)
• OSX (latest version)
• iOS (latest Version)
• Android 7 (or higher)

It is strongly recommended that you keep your web browsers up-to-date.

While previous operating systems and browser combinations may work on CasinosBC.com, some functionality or information may not work or be displayed as expected.

Our development teams make use of new capabilities available in modern, up-to-date operating systems and browsers. As a result, we have made the decision to support only modern operating systems and browsers. This also provides improved security and performance.

How do I clear my browser's cache (history)?

Browsers can sometimes display outdated information from the cache or load incorrectly. This is one of the main reasons why players experience problems viewing information on CasinosBC.com.

The cache is a group of temporary internet files that are saved onto your computer's hard drive by most websites that you visit.

If you are having issues viewing CasinosBC.com or logging into your Encore Rewards account, you may need to clear your internet browser's cache. 

Your browser may also store temporary files if you have CasinosBC.com bookmarked or set as a favorite in your browser; please review all options on the Delete Browsing History screen and select (or deselect) only those options that apply to deleting Temporary Internet Files and Cookies.

Why am I asked to share my location?

On several sections of CasinosBC.com we use location services to display results in proximity to your location.

When you click on any filter page under the About the games section or the find a location page, a popup will display asking you to share your location. 

What happens if I do not share my location?

If you are concerned about your privacy or sharing your current location, do not accept when prompted. We only use location information to provide you with more accurate, relevant information and to offer you a better user experience. 

How can I re-enable location services?

You can manually enable location services but how to do that is different for each browser. Find out more information on this topic as well as how to enable location services for Chrome, Firefox, OS X and Safari, Edge.