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 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 Encore Rewards section on your Edit Profile 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 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 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 casino and Chances locations in B.C.

2. played on eligible online casino games (except Poker and Video Poker) on PlayNow if both accounts are verified, linked and you’ve opted in to earning Encore Rewards points on PlayNow.

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 your choice of slots, tables or eTables. Unfortunately you cannot earn or redeem points for poker or for free play on PlayNow.

How do I redeem points?

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.

Unfortunately points cannot be redeemed on PlayNow.

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?

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, sign in to your Encore Rewards account and 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.

Due to COVID-19, points earned between March 17, 2019 and July 4, 2021 will be redeemable until July 5, 2022.

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 point 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. BCLC may also award you points that can be used at any location. 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.

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.

Due to COVID-19 casino closures, your tier status will be extended again through September 1, 2022. Your tier status points will still reset to zero (0) during the month of September.

How many tier status 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+

How do I earn tier status points?

Tier 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 tier status point.

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.

What's the difference between Encore Rewards points, tier 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.

Tier 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 bonus benefit. These points are redeemable for free play.

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 – bonus point accelerator and status point accelerator. A bonus 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 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 again through September 1, 2022. Your tier status points will still reset to zero (0) during the month of September.

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.

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 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 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 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 Edit Profile 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, visit the Edit Profile section, and input your membership number in the Encore Rewards field. 

If your accounts do not automatically link, you will receive a confirmation email within 10 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 5-10 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 “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 the same way you earn at casino and Chances location 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, bonus 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 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 by signing in to your Encore Rewards account at any time.

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 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.

If you joined Encore Rewards during casino closures due to COVID-19, you can claim your sign up bonus within 180 days of casinos reopening.

Where can I use my Encore Rewards sign up offer?

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.

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.

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. 

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?

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.

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.