Frequently asked questions

How do I become an Encore Rewards member?

To sign up for Encore Rewards, you can register online, register through an existing PlayNow.com account, or fill in the application form at any 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 to verify your identity, pick up your personalized Encore Rewards card and set your PIN.

What are the benefits of being an Encore Rewards member?

To learn about all the benefits of being an Encore Rewards member, visit our Get Encore Rewards page.

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. 

Once your email address is confirmed, complete registration in person at any Casinos BC location. Visit Guest Services at any casino or Chances location in B.C. with a piece of government issued photo ID to verify your identity, pick up your personalized Encore Rewards card and set your PIN. 

What are the steps for registering through an existing PlayNow account?

Registering through your PlayNow account is easy! Log in to your PlayNow account and visit the My Encore Rewards section on your My Encore Rewards page. Follow the steps to create your Encore Rewards account and link it to your PlayNow account.

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.

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 any casino or Chances location in B.C., as well as your favourite online casino games on PlayNow.

I’m a Game Break member, am I eligible to join?

No, BCLC does not offer any points programs or mailings to any VSE patrons. Learn more about Game Break or visit a GameSense booth in any casino or Chances location in B.C.

How do I earn points?

Points are earned with every dollar:

1. played on slots, table games (except Poker), or eTables at any casino or Chances location in B.C.

2. played on eligible online casino games (except Poker and Video Poker) on PlayNow if both accounts are verified and linked.

3. spent on eligible dining purchases at participating casinos and Chances locations in B.C.

For more details, visit our Get Encore Rewards page.

Points are not earned on bets made with free play.

What can I redeem my points for?

Encore Rewards points can be redeemed for free play at:

1. Your choice of slots, tables or eTables at any casino or Chances location in B.C.

2. Slots and instants games on PlayNow.  Points cannot be redeemed for free play on Live Casino, Table games, Poker or Video Poker.

How do I redeem points?

Points can be redeemed:

At any casino or Chances location in B.C.

You can redeem points for free play directly at any slot machine or eTable using your Encore Rewards card and PIN. 1,000 points (or $5 free play) is the minimum that can be redeemed at slots and eTables.

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. 2,000 points (or $10 free play) is the minimum that can be redeemed at table games.

On slots and instants games on PlayNow:

You can redeem points for free play on PlayNow directly in the My Encore Rewards section of your account. 1,000 points (or $5 free play) is the minimum that can be redeemed, and is then converted into PlayNow tokens. Free play tokens cannot be withdrawn from your token balance and expire after 90 days if unused.

Token balances will be used as default, prior to cash, on eligible PlayNow games.

What is the value of my points?

200 points = $1. That means for every 1,000 points you have a free play value of $5.

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

At casinos or community gaming centres in B.C.:

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.

On PlayNow.com:

Points redeemed for free play tokens on PlayNow cannot be withdrawn from your token balance and expire after 90 days if unused. Points can be viewed on the My Promotions page in your PlayNow account.

When do my points expire?

Unused points in your account expire after 365 days unless stated otherwise.

At casinos or community gaming centres in B.C.:

To see expired points, sign in to your Encore Rewards account and click the My Points tab. Select the month you are looking for and under Points Category, select Expired Points. Your expired points will then display on the page.

On PlayNow.com:

Points redeemed for free play tokens on PlayNow cannot be withdrawn from your token balance and expire after 90 days if unused. Point balances can be viewed on the My Promotions page in your PlayNow account.

How do I check my points balance?

There are multiple ways to check your points balance: 

1. Sign in to your Encore Rewards account and click on the My Rewards page
   • If you do not have online access, you can set it up here
2. Insert your Encore Rewards card on a slot machine at a casino or community gaming centre in B.C
3. Sign in to your PlayNow account and visit the My Encore Rewards page. Note that your Encore Rewards and PlayNow accounts must be linked to see your points balance. 

If you have any questions, please contact our BCLC Customer Support team at 1-866-815-0222.

My points balance seems incorrect. What should I do?

First, sign in to your Encore Rewards account to view your statements and check all your activity and balance. Points earned in casinos and Chances locations are updated every 15 minutes. PlayNow and food & beverage points may take up to 48 hours to post to your account. If there are inconsistencies, please contact BCLC Customer Support immediately. 

I forgot my Encore Rewards 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 casino or Chances location you dined at within 10 days of purchase.

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.

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

Anywhere Points are the points you earn, and they can be redeemed for free play at any casino or Chances location in B.C, or on PlayNow.com. BCLC may also award you points that can be used at any location or on PlayNow. See ‘Free Play, Promos and Offers’ for more information.

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. These points are awarded by specific casino locations. See ‘Free Play, Promos and Offers’ for more information. Casino Specific Points cannot be redeemed for free play tokens on PlayNow.

How do table free play vouchers work?

Free play voucher: You will receive a free play voucher when redeeming points for table free play at Guest Services or from the table dealer. Present this voucher to a dealer at a table as a one-time wager.

For example, if you give a $10 free play voucher to your dealer and win your hand, the dealer will award you $10 in chips. Whether you win or lose your hand, the dealer will keep your $10 free play voucher.

How is my membership level determined?

Membership status levels are determined by the amount of membership status 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 membership status points.

How do I earn membership status points?

Membership status points are earned the same way as redeemable points. For example, when you earn 1 point for a $1 bet on slots, you also earn 1 membership status point.

Your membership status points will reset to zero (0) each year during the month of September.

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

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

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. 

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 1st.

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.

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, table, or on PlayNow, or spent on dining, will contribute to your membership level.

What's the difference between Encore Reward points, membership status points and bonus points?

Encore Rewards points are the redeemable points that you have earned while playing with your Encore Rewards card, or have been awarded to your account through a free play offer.

Membership status points are your cumulative total of earned points over the anniversary period (that resets every September). These points count towards your membership level.

Bonus points are additional points earned through the accelerator benefit. These points are redeemable for free play.

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.

How do the accelerator benefits work?

Accelerator benefits are unlocked as you move up membership levels. They are awarded as a percentage of points, dependant on your membership status level (i.e. Double Diamond players earn 5% accelerator points on top of every point earned).

There are two types of accelerators – base point accelerator and status point accelerator. A base point accelerator applies to points you earn during play with your Encore Rewards card. A status point accelerator applies to your tier status points that determine your membership level.

How can I change my account information online?

If you already have online access, 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.

Already a member, but need online access? Set up online access now.

How do I access my account information?

You can access your account information if you have online access set up, or you can visit Guest Services at any casino or Chances location in BC.

If you do not have online access, set up online access now. All you need to register is your valid email address used at sign up, date of birth, and Encore Rewards number.

Through your online access 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 PlayNow point activity and food & beverage points may take up to 48 hours to post to your account.  

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.

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

Please contact BCLC Customer Support or visit Guest Services at any casino or Chances location in B.C. with your government issued photo ID right away

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.

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.

Why do I need a PIN?

Your PIN allows you to redeem your points for free play at any casino or Chances location in B.C. 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 your PIN at any casino or Chances location in B.C. Government issued photo ID is required.

How do I change my PIN?

Once you’ve set up your PIN, you can easily change it online by signing in to your Encore Rewards account and clicking My 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 casino and Chances locations in B.C.

I don’t have an Encore Rewards account or a PlayNow account. How do I sign up?

First, sign up for a PlayNow account. Once your registration is complete you can register for Encore Rewards from the My Encore Rewards section of your PlayNow account.

How do I link my existing Encore Rewards account with my existing PlayNow account?

If you know your Encore Rewards number, simply log in to PlayNow and visit your ‘My Encore Rewards’ page, click 'Link your account to PlayNow' and input your membership number.

If your accounts do not automatically link, you will receive a confirmation email within 2-3 business days once we have verified and linked your accounts. 

I entered my Encore Rewards account number on PlayNow but have not received a confirmation email. 

If you have not received an email within 2-3 business days, please check your junk mail folder and then contact BCLC Customer Support for assistance.  

I forgot my Encore Rewards account number and want to link to my PlayNow account. 

There are two ways to retrieve your account number:

1. Sign in to your online account and visit the “My Profile” page.

2. Contact BCLC Customer Support for assistance.  

Which online casino games on PlayNow are eligible for collecting points?

You can earn points on PlayNow casino games the same way you earn at casino and Chances locations in B.C. Visit our Get Encore Rewards page for more information on earning points.

Do points earned on PlayNow count towards my Encore Rewards membership level status?

Yes, base points earned on PlayNow will count towards your Encore Rewards membership level status. Although, base point accelerators or status point accelerators will not.  

How do I receive free play?

Free play is awarded exclusively in the form of Encore Rewards points. In addition to earning points with your Encore Rewards card, you may be awarded points by BCLC or specific casino or Chances locations for promotions, including direct mail, email, prizes, and other special offers.

In order to receive promotions, you must be opted in to receive marketing communications. You can update your communication preferences online at any time by signing in to your Encore Rewards account and clicking on My Profile and then Account.

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 or PlayNow account under My Encore Rewards.

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, any casino and Chances locations in B.C. may offer special promotions specific to that location, such as 2,000 points valued at $10 of free slot play. Points awarded by a specific casino or Chances location (Casino Specific points) can only be redeemed at that location whereas points awarded by BCLC (Anywhere 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.

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, which qualify them for a given offer.

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 BCLC Customer Support for assistance.

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

You can update your communication preferences online at any time by signing in to your Encore Rewards account and clicking on My 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.

Is there a bonus offer for joining Encore Rewards?

Yes, when you join Encore Rewards you will receive $10 in free play (awarded as 2,000 Encore Rewards points).

How do I receive my sign up offer?

If you signed up for Encore Rewards at your local casino or Chances location in B.C., Guest Services or the Cash Cage will award your bonus offer during the registration process.

If you signed up for Encore Rewards online through CasinosBC.com or your PlayNow account, visit Guest Services at a casino or Chances location in B.C. to have your sign up bonus awarded to your account when you pick up your Encore Rewards card.

How long do I have to claim by sign up offer?

You can claim your sign up bonus within 180 days from the date you signed up for a new Encore Rewards membership.

Where can I use my Encore Rewards sign up offer?

Your sign up offer must be claimed in-person, however once claimed, your Encore Rewards points can be redeemed for free play at your choice of slots, tables or eTables at any casino or Chances location in B.C. or on PlayNow.com. 

How do table match play vouchers work?

Match play voucher: A match play voucher allows you to receive a table free play that matches your wager amount (wager must be made with your own money and not come from a free play voucher). If you have received this offer, you must claim your match play voucher at Guest Services. You will then present this voucher to a dealer at a table as a one-time wager.

For example, if you give a $10 match play voucher to your dealer, you will need to wager that same amount of your own money ($10). If you win your hand, the dealer will award you your winnings plus your $10 wager made with your own money. Whether you win or lose your hand, the dealer will keep your $10 match play voucher.

My promo code doesn't work when I try to claim it online on CasinosBC.com.

First, check your offer details as not all promo codes can be claimed online on CasinosBC.com. Some offers are personalized and cannot be claimed by all members.

If your offer is available to claim and it clearly states that the promo code can be claimed online but you still get an error message, please contact BCLC Customer Support for assistance.   

I claimed a promo code on CasinosBC.com. What's next?

Once you have successfully claimed your promo code, your points will automatically be added to your account. You will then be able to redeem your points for free play on slots, eTables or table games at casinos, or on slots and instants games on PlayNow.com. 

I claimed an offer on the 'My Offers' page but I don't see the points in my account.

There are two ways to check if your offer has successfully been claimed: 

• The offer should show up as claimed in the 'Past Offers' tab on your 'My Offers' page,
• The points should appear under your transaction history in the 'Points Activity' page. If you need further assistance, please contact BCLC Customer Support.

Please note that it may take up to 30 minutes for your points balance to be updated.

I received a promo code in the mail, can I claim it on CasinosBC.com?

First, check your offer details as not all promo codes can be claimed online on CasinosBC.com. If you try claiming a promo code that cannot be claimed online, you will receive an error message. 

If your offer clearly states that the promo code can be claimed online but you still get an error message, please contact BCLC Customer Support for assistance.   

If I claim a free play offer on CasinosBC.com, can I redeem my points for free play at any BC casino?

Points claimed on CasinosBC.com are Anywhere points which can be redeemed for free play on slots, eTables or table games at any casino or Chances location in B.C., or on slots and instants games on PlayNow.com.

How do I claim a promotion or offer on the 'My Offers' page that's missing a Claim Now button?

Promotions or offers without a Claim Now button are automatically applied to your account.

I don't see any promotion or offer available to me on the 'My Offers' page.

Check back soon! We will regularly update this page with personalized offers and Encore Rewards promotions happening in BC casinos or on PlayNow.com.

To receive promotions by email or mail, you must be opted in to receive marketing communications. You can update your communication preferences online at any time by signing in to your Encore Rewards account and clicking on My Profile and then Account. 

For more exclusive offers and promotions, visit your local casino or go to PlayNow.com.

How do I receive my birthday reward?

If you are opted into receiving mail or email from BCLC, you will receive your birthday reward in the mail or via email. Enter the promo code online on the MyOffers page, or present the email at Guest Services at any casino or community gaming centre to redeem your offer.

Where can I use my birthday reward?

Your birthday reward can be used at any casino or Chances location in B.C. on slots, tables (excluding poker) or eTables, or on slots and instants games on PlayNow.com.

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

You may check your communications preferences via your online account or by visiting 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?

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

Are players required to wear a face covering?

In accordance with the Provincial Health Officer's health order, face coverings are optional in all indoor public spaces. We ask our players to respect one another's decision on whether or not to wear a face covering as they are encouraged but not required.

Do casinos, community gaming centres and bingo halls require proof of vaccination for entry?

Proof of full vaccination is no longer required before entering a casino, community gaming centre or bingo hall. For more information, please visit https://www2.gov.bc.ca/vaccinecard.html#required

Are private rooms available?

Private rooms may be available with a reservation. Please contact your local casino to confirm availability.  

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.

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.