Frequently asked questions

What is Encore Rewards online access?

Encore Rewards online access lets you sign in to view and manage your Encore Rewards account online. With online access, you can view your points balance, rewards activity, profile information, communication preferences, and other account details. You can also use the same online account to sign in to the Encore Rewards app.

Why should I set up online access for Encore Rewards?

Setting up online access makes it easier to manage your Encore Rewards membership. You can check your points balance, view recent activity, update some account details, manage communication preferences, access offers where available, and sign in to the Encore Rewards app.

How do I set up online access if I already have an Encore Rewards card?

If you already have an Encore Rewards card, you can set up online access using the Encore Rewards number, email address, and date of birth associated with your account. You will also create a password for your Encore Rewards online account.

I need help setting up Encore Rewards online access. What should I do?

If you need help setting up Encore Rewards online access, make sure you have the Encore Rewards number, email address, and date of birth associated with your account. If you are unable to complete online access setup, contact BCLC Customer Support for help.

My activation link expired or doesn’t work. What should I do?

If your activation link expired or does not work, try using the most recent email you received and make sure the link has not already been used. If you still cannot activate your online access, contact BCLC Customer Support for help.

Why is my Encore Rewards online account blocked?

Your Encore Rewards online account may be blocked or temporarily locked after too many unsuccessful sign-in attempts or if there is an issue that requires support. If you think your account is blocked, wait 15 minutes and try again if you entered your password incorrectly. If you still cannot sign in, contact BCLC Customer Support for help.

What information do I need to set up online access?

To set up Encore Rewards online access, you need the Encore Rewards number, email address, and date of birth associated with your account. You will also create a password for your online account.

I didn’t receive my online access activation email. What should I do?

If you do not receive your online access activation email within 30 minutes, check your junk, spam, or promotions folder. If you still cannot find the email, contact BCLC Customer Support for help.

How do I reset my Encore Rewards password?

To reset your Encore Rewards password, use the password reset option and enter the email address and Encore Rewards number associated with your profile. You will receive an email with a link to create a new password.

What should I do if I’m locked out of my Encore Rewards online account?

If you enter your password incorrectly more than three times, your Encore Rewards online account will be locked for 15 minutes. Wait 15 minutes, then try signing in again. If you forgot your password, use the password reset option. If you still cannot sign in, contact BCLC Customer Support for help.

I can’t remember my email or Encore Rewards number. What should I do?

Your Encore Rewards number is located on your physical or digital Encore Rewards card. If you cannot find your card or cannot remember the email address associated with your account, visit Guest Services at any BC casino or contact BCLC Customer Support for help.

Do I need online access to use the Encore Rewards app?

Yes. You need Encore Rewards online access to sign in to the Encore Rewards app. If you already have an Encore Rewards card but do not have online access, set it up using the email address, date of birth, and Encore Rewards number associated with your account.

Can I still use Encore Rewards if I don’t have online access?

Yes. You can still use your physical Encore Rewards card at any BC casino without online access. However, setting up online access lets you view and manage your account information online and sign in to the Encore Rewards app.

How do I opt in to receive Encore Rewards emails and mail?

You can opt in to receive Encore Rewards emails and mail by updating your communication preferences in your Encore Rewards online account. Sign in to your account, go to ‘My Profile’ and review your communication preferences. You can also visit Guest Services or contact BCLC Customer Support for help.

Why am I not receiving Encore Rewards emails?

If you are not receiving Encore Rewards emails, sign in to your online account and check that your email address is correct and that you are opted in to receive Encore Rewards marketing communications. Also check your junk, spam, or promotions folder. If you are opted in and still do not receive emails, contact BCLC Customer Support for help.

How do I update the email address on my Encore Rewards account?

If you have online access, sign in to your Encore Rewards account to review or update the email address associated with your profile, where available. If you need help updating your email address, contact BCLC Customer Support or visit Guest Services at any BC casino.

How do I check or update my Encore Rewards communication preferences?

You can check or update your Encore Rewards communication preferences by signing in to your Encore Rewards account and going to ‘My Profile’. Your preferences help determine whether you receive Encore Rewards marketing communications, including eligible offers by email or mail.

Do I need to be opted in to receive birthday rewards or offers?

Yes. To receive Encore Rewards marketing emails, including eligible offers and birthday reward emails, you must be opted in to receive Encore Rewards communications and have a valid email address on your account. If you are opted in but did not receive a birthday reward email, visit Guest Services at any BC casino during your birthday month or contact BCLC Customer Support for help.

How do I unsubscribe from Encore Rewards emails or mail?

You can unsubscribe from Encore Rewards emails by using the unsubscribe link at the bottom of an Encore Rewards email. You can also update your communication preferences by signing in to your Encore Rewards account, contacting BCLC Customer Support, or visiting Guest Services at any BC casino.

Will unsubscribing affect my Encore Rewards membership?

No. Unsubscribing from Encore Rewards marketing emails or mail does not cancel your Encore Rewards membership. However, you may not receive certain promotional communications, eligible offers, or birthday reward emails if you are not opted in.

How do Encore Rewards points work?

Encore Rewards points are earned through eligible play and eligible purchases. Points have a bonus play value of 200 points for $1, so 1,000 points equals $5 in bonus play. You can redeem points for bonus play at any BC casino.

How do I earn Encore Rewards points?

You can earn Encore Rewards points through eligible activities, including slot play, table games except poker, electronic table games, and eligible dining purchases at any BC casino. To see where you can earn points on eligible dining purchases, visit the Dining and Hotel Perks page. Points are not earned on bets made with bonus play.

What are Encore Rewards points worth?

Encore Rewards points have a bonus play value of 200 points for $1. That means 1,000 points equals $5 in bonus play.

What can I use Encore Rewards points for?

You can use Encore Rewards points for bonus play at any BC casino on slots, table games except poker, and electronic table games.

How do I redeem Encore Rewards points for bonus play?

You can redeem eligible Encore Rewards points for bonus play at BC casinos. Anywhere Points can be redeemed at any BC casino, while Casino Specific Points can only be redeemed at the casino location or group of locations that awarded them.

At a slot machine or electronic table game, insert your Encore Rewards card, or sign in using cardless play, and enter your PIN to redeem points for bonus play. The minimum redemption is 1,000 points, which equals $5 in bonus play.

For table games, visit Guest Services with your Encore Rewards card to get a table bonus play voucher. The minimum table redemption is 2,000 points, which equals $10 in bonus play.

What happens if I redeem points but don’t use the bonus play?

If you redeem points at a slot machine or electronic table game but do not use the bonus play, the unused points will be returned to your balance. Table bonus play vouchers must be used on the same day they are issued.

Do Encore Rewards points expire?

Yes. Unused Encore Rewards points expire after 365 days unless otherwise stated. To see points that are expiring soon, sign in to your Encore Rewards account and go to ‘Points Activity’, then ‘Expiring’. Points expiring within the next six months will be displayed, including whether they are Anywhere Points or Casino Specific Points.

How do I check my Encore Rewards points balance?

You can check your Encore Rewards points balance by signing in to your Encore Rewards account and going to ‘My Rewards’. You can also check your balance by inserting your Encore Rewards card at a slot machine or electronic table game, or sign in using cardless play, at any BC casino. If you do not have online access, set it up using the email address, date of birth, and Encore Rewards number associated with your account.

Why does my Encore Rewards points balance look incorrect?

If your Encore Rewards points balance looks incorrect, sign in to your Encore Rewards account and review your ‘Points Activity’. Points earned are usually updated every 15 minutes. If your balance still looks incorrect after those timelines, contact BCLC Customer Support for help.

I think I’m missing Encore Rewards points. What should I do?

If you think you are missing Encore Rewards points, sign in to your Encore Rewards account and review your ‘Points Activity’. Points earned are usually updated every 15 minutes, while some eligible dining points may take up to 48 hours to appear. If your points are still missing after the expected posting time, contact BCLC Customer Support for help.

How long does it take for Encore Rewards points to appear in my account?

Points earned are usually updated every 15 minutes. Eligible dining points may up to 48 hours to appear. If your points do not appear after the expected posting time, review your points activity online or contact BCLC Customer Support for help.

Can I still earn dining points if I forgot my Encore Rewards card?

Yes. To earn points on a closed restaurant bill, keep your receipt and visit Guest Services at the casino where you dined within 10 days of purchase. Guest Services can manually award eligible dining points to your account. If you forgot your physical Encore Rewards card, you can also access a digital version of your card online or in the Encore Rewards app, which may be used as proof of membership in some cases.

How do Encore Rewards accelerator benefits work?

Encore Rewards point accelerators are extra points that eligible members earn on top of their regular Encore Rewards points. They apply only to slots, electronic table games, and dining purchases.

You must be at least Double Diamond to receive a point accelerator. Double Diamond members receive 5% extra points, Triple Diamond members receive 10% extra points, and Elite members receive 15% extra points.

For example, if you earn 1,000 eligible Encore Rewards points as a Double Diamond member, your 5% accelerator adds 50 extra points. That means you would receive 1,050 total Encore Rewards points for that eligible activity.

Can I redeem Encore Rewards points for cash?

No. Encore Rewards points and bonus play cannot be redeemed for cash or slot tickets. Points can only be redeemed for bonus play. If you win credits while using bonus play, those winnings can be cashed out.

What is the difference between Anywhere Points and Casino Specific Points?

Anywhere Points can be redeemed for bonus play at any BC casino. Casino Specific Points can only be redeemed for bonus play at the casino location or group of locations that awarded them. In your online account, the Casino Specific Points section shows where those points can be used and how many points are available for each location.

How do Encore Rewards table bonus play vouchers work?

When you redeem Encore Rewards points for table bonus play, you receive a bonus play voucher to use as a one-time wager at an eligible table game. Present the voucher to the dealer before you play. If you use a $10 bonus play voucher and win the hand, the dealer will award you $10 in chips. Whether you win or lose, the dealer keeps the voucher after the wager.

What are Encore Rewards membership levels?

Encore Rewards membership levels are based on membership status points earned during the annual earning period from September 1 to August 31. Your level can increase as you earn more membership status points and is reviewed each September. Higher membership levels may include additional benefits and accelerator opportunities. Visit our Encore Rewards page to learn more.

How is my Encore Rewards membership level determined?

Your Encore Rewards membership level is determined by the number of membership status points you earn from September 1 to August 31 each year. Your level can increase daily when you earn enough membership status points to move up. Your level is reviewed each September and may decrease if you did not earn enough membership status points to maintain your current level.

How do I earn membership status points?

You earn membership status points through eligible activity in the same way you earn redeemable Encore Rewards points. For example, if you earn 1 Encore Rewards point for a $1 slot wager, you also earn 1 membership status point. Membership status points reset to zero every September.

What is the difference between Encore Rewards points, membership status points, and bonus points?

Encore Rewards points are redeemable points that can be used for bonus play and expire 365 days after they are earned, unless otherwise stated. 

Membership status points determine your membership level, build during the annual earning period from September 1 to August 31, and reset to zero every September.

Bonus points are promotional points that can be redeemed for bonus play, expire 365 days after they are awarded unless otherwise stated, and do not count toward membership status.

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

The membership status points required for each Encore Rewards level are: 

• Diamond: 0 to 9,999 membership status points; 
• Double Diamond: 10,000 to 49,999 membership status points;
• Triple Diamond: 50,000 to 149,999 membership status points;
• Elite: 150,000 or more membership status points.

How do I move up an Encore Rewards membership level?

You can move up to the next Encore Rewards membership level when you earn enough membership status points during the annual earning period. If you become eligible for a higher level, your membership level may be upgraded as soon as the next day.

Will I keep my Encore Rewards membership level forever?

No. Encore Rewards membership levels are reviewed every September based on the membership status points earned during the previous annual earning period. Your level may stay the same, increase, or decrease depending on the number of membership status points you earned.

Do I have to spend $10,000 to reach Double Diamond?

No. Reaching Double Diamond does not necessarily mean spending $10,000 out of pocket. Membership status points are based on eligible wagering activity, which can include your initial spend plus winnings that you continue to play with. For example, if you put in $5, play five $1 spins, win $10, and then play ten more $1 spins, you put in $5 but earned 15 membership status points.

Why was I moved down an Encore Rewards membership level?

You may move down an Encore Rewards membership level if you did not earn enough membership status points during the annual earning period to maintain your current level. Membership levels are reviewed each September based on the membership status points earned from September 1 to August 31.

How can I claim my exclusive Elite Upgrade Package?

Eligible Elite members can claim one Elite Upgrade Package during their Elite membership by visiting Guest Services at any BC casino. Elite Upgrade Packages are available on a first-come, first-served basis while supplies last. Conditions apply.

Can bonus points count toward my Encore Rewards membership level?

No. Bonus points, promotional points, and multiplier offers do not count toward your Encore Rewards membership level unless the offer specifically says they do. Membership status points are earned through eligible activity that counts toward your membership level.

How do I access my Encore Rewards account information?

You can access your Encore Rewards account information by signing in to your Encore Rewards online account or by visiting Guest Services at any BC casino. If you do not have online access, you can set it up using the email address, date of birth, and Encore Rewards number associated with your account.

How do I update my Encore Rewards account information?

If you have online access, sign in to your Encore Rewards online account to update account information such as your address, phone number, and PIN. If your name has changed, please contact BCLC Customer Support. If you are already a member but do not have online access, you can set it up using the email address, date of birth, and Encore Rewards number associated with your account.

What should I do if I’m locked out of my Encore Rewards account?

If you enter your password incorrectly more than three times, your Encore Rewards online account will be locked for 15 minutes. Wait 15 minutes, then try signing in again. If you forgot your password, use the password reset option. If you still cannot sign in, contact BCLC Customer Support for help.

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

If your Encore Rewards card is lost, stolen, or damaged, visit Guest Services at any BC casino with government-issued photo ID to get a replacement card. You can also contact BCLC Customer Support for help.

What should I do if I have duplicate Encore Rewards accounts?

If you think you have more than one Encore Rewards account, contact BCLC Customer Support or visit Guest Services at any BC casino. A team member can review your account information and help determine the next steps. Do not create another account if you already have an Encore Rewards membership.

How do I close my Encore Rewards account?

To ask about closing your Encore Rewards account, contact BCLC Customer Support or visit any casino in BC. Depending on your account status, a support team member may need to verify your identity and review important account details before the account can be closed.

What should I do about an Encore Rewards account for a deceased member?

If you need help with an Encore Rewards account for a deceased member, contact BCLC Customer Support. A support team member can explain what information may be needed and help guide you through the next steps.

I found an Encore Rewards card. What should I do?

If you find an Encore Rewards card, please return it to Guest Services at any BC casino. Do not use someone else’s Encore Rewards card or share the card information.

What is the difference between my Encore Rewards PIN and password?

Your Encore Rewards PIN and password are used for different purposes. Your PIN is used at casinos to redeem points for bonus play and to sign in to a slot machine or electronic table game with your phone number for cardless play. Your password is used to sign in to your Encore Rewards online account and the Encore Rewards app.

Can I earn Encore Rewards points if I don’t have a PIN?

Yes. You can earn Encore Rewards points when you play with your Encore Rewards card even if you do not have a PIN. However, you need a PIN to redeem points for bonus play and to use cardless play.

Why do I need an Encore Rewards PIN?

You need an Encore Rewards PIN to help protect your account and confirm it is you when redeeming points for bonus play. You use your PIN to redeem points at slot machines and electronic table games, to get table bonus play vouchers at Guest Services, and to use cardless play.

How do I get an Encore Rewards PIN?

You can set up your Encore Rewards PIN at Guest Services at any BC casino. Government-issued photo ID is required.

How do I change my Encore Rewards PIN?

You can change your Encore Rewards PIN online by signing in to your Encore Rewards account, going to ‘My Profile’, and selecting the PIN tab. You can also change your PIN at Guest Services at any BC casino.

Can I use my Encore Rewards PIN at other casinos and gaming facilities?

Yes. Your Encore Rewards PIN is valid at all BC casinos. 

What is the Encore Rewards app?

The Encore Rewards app gives members mobile access to key Encore Rewards features. You can view your points balance, access a digital version of your Encore Rewards card, see available offers and promotions, manage account information, and explore app features such as mobile slot tournaments.

How do I sign in to the Encore Rewards app?

Sign in to the Encore Rewards app using your Encore Rewards online account email and password. If you do not have online access, set it up using the email address, date of birth, and Encore Rewards number associated with your account. If you forgot your password, use the password reset option.

Can I use the Encore Rewards app instead of my physical card?

You can access a digital version of your Encore Rewards card in the Encore Rewards app. The digital card may be used as proof of membership in some cases, such as eligible dining purchases. You still need your physical card to earn points at table games, slot machines and electronic table games unless you are using cardless play. To use cardless play at slot machines and electronic table games, set up your phone number and PIN at Guest Services.

What are the system requirements for the Encore Rewards app?

To use the Encore Rewards app, your device must meet the current app requirements. For iPhone, use an iPhone SE or newer with iOS 18.3 or higher. For Android, use a device running Android 7 or newer, up to the latest supported Android version.

How do I reset my Encore Rewards password?

To reset your Encore Rewards password, use the password reset option and enter the email address and Encore Rewards number associated with your profile. You will receive an email with a link to create a new password.

I can’t remember my email or Encore Rewards number. What should I do?

Your Encore Rewards number is located on your physical or digital Encore Rewards card. If you cannot find your card or cannot remember the email address associated with your account, visit Guest Services or contact BCLC Customer Support for help.

How do I set up online access for the Encore Rewards app?

If you already have a physical Encore Rewards card but do not have online access, set up online access using the Encore Rewards number, email address, and date of birth associated with your account. You will also create a password for your Encore Rewards online account, which you can use to sign in to the Encore Rewards app.

I lost my Encore Rewards card. Can I still use the app?

If your Encore Rewards card is lost, stolen, or damaged, you can still sign in to the Encore Rewards app if you have online access. The app includes a digital version of your Encore Rewards card, which may be used as proof of membership in some cases. To replace your physical card, visit Guest Services at any BC casino with government-issued photo ID.

Does the Encore Rewards app replace my membership?

No. The Encore Rewards app does not replace your Encore Rewards membership. It gives you digital access to features connected to your existing membership, such as your points balance, digital card, offers, and mobile slot tournaments. Your membership number, points, membership level, and benefits remain the same.

Will more features be added to the Encore Rewards app?

Yes. More features may be added to the Encore Rewards app over time. As the app continues to evolve, members may see new ways to access offers, rewards, account information, and app experiences connected to their Encore Rewards membership.

Why can’t I see available offers in the Encore Rewards app?

You must be signed in to your Encore Rewards account to view available offers in the app. If you are signed in and still do not see offers, you may not have an available offer at that time, or the offer may be specific to a location, promotion, or eligibility requirement.

How do I claim offers in the Encore Rewards app?

The 'Offers' tab shows available promotions and offer details. Some offers may be informational only, while others may include instructions for how to claim them. Review the offer description for claim steps, eligibility, expiry dates, and terms and conditions.

Why can I see offers from casinos I don’t play at?

The 'Offers' tab may show promotions from different casinos that are available to your Encore Rewards membership. You can filter offers by location to view the promotions most relevant to you.

How do I know if an offer is available to me in the Encore Rewards app?

Available offers will appear in the ‘Offers’ tab when you are signed in to the Encore Rewards app. Offer availability may depend on your account, location, promotion eligibility, and offer terms. If you do not see an offer, you may not have an available offer at that time.

Can I claim every offer shown in the Encore Rewards app?

Not always. Some offers shown in the Encore Rewards app may be informational, location-specific, or subject to eligibility requirements. Review the offer description, claim instructions, expiry date, and terms and conditions to confirm whether and how the offer can be claimed.

Can I claim a promo code in the Encore Rewards app?

No. Promo codes cannot currently be claimed in the Encore Rewards app. Check the offer details to confirm where and how the promo code can be claimed. Some promo codes may be available to claim on CasinosBC.com, while others may need to be claimed at a casino. Personalized offers can only be claimed by eligible members.

I have a question about an offer in the Encore Rewards app. Who should I contact?

If your offer is specific to a casino, visit that location’s Guest Services or Cash Cage for help. If the offer is from BCLC or you are unsure who issued it, contact BCLC Customer Support for assistance.

What are mobile slot tournaments in the Encore Rewards app?

Mobile slot tournaments are free-to-play, slot-style tournaments in the Encore Rewards app. You can find them in the ‘Games’ tab of the app. Members use virtual coins to enter tournaments and may win Encore Rewards points that can be redeemed for bonus play at BC casinos. Mobile slot tournaments do not involve real-money betting and do not pay out cash prizes.

How do mobile slot tournaments work?

Members use virtual coins to enter mobile slot tournaments. Each tournament has a set number of spins or plays, and winning spins earn a score. Scores appear on a leaderboard during the tournament, and prizes are awarded after the tournament ends based on final ranking and the tournament rules.

Depending on the tournament, winners may receive Encore Rewards points that can be redeemed for bonus play. To learn more, visit our Mobile Tournaments page.

Are mobile slot tournaments the same as online gambling?

No. Mobile slot tournaments are not the same as online gambling. They do not involve real-money betting, do not pay out cash prizes, and are intended for entertainment and rewards participation in the Encore Rewards app.

Do I need to spend money to play mobile slot tournaments?

No. Mobile slot tournaments are free to play in the Encore Rewards app. You cannot buy virtual coins, pay to enter tournaments, or lose real money by playing. Encore Rewards is free to join, and the app is free to download.

Who can access mobile slot tournaments?

Mobile slot tournaments are available to eligible Encore Rewards members who are signed in to the Encore Rewards app with their Encore Rewards online account. Members who are enrolled in Game Break or banned from casinos in BC cannot access mobile slot tournaments.

What are virtual coins in mobile slot tournaments?

Virtual coins are an in-app currency used only to enter mobile slot tournaments in the Encore Rewards app. Virtual coins have no cash value and cannot be purchased, traded, redeemed for cash, or converted to Encore Rewards points or bonus play.

What kinds of games are included in mobile slot tournaments?

Mobile slot tournaments include slot-style games designed for casual play on a mobile device. Games are available as scheduled tournaments in the Games tab of the Encore Rewards app, and more games may be added over time.

How are winners determined in mobile slot tournaments?

Winners are determined by each player’s score during the mobile slot tournament and their final leaderboard ranking when the tournament ends. Prize distribution is shown after the tournament is complete and may vary by tournament rules.

Are mobile slot tournaments safe?

Yes. Mobile slot tournaments are designed as a free-to-play feature in the Encore Rewards app. They use secure app login and account protections, do not involve cash transactions, and do not allow members to spend or lose real money.

Do mobile slot tournaments affect my Encore Rewards membership level?

No. Playing mobile slot tournaments does not affect your Encore Rewards membership level or membership status points. Mobile slot tournaments are a free-to-play app feature and do not count toward moving up or maintaining a membership level.

Is my information secure in the Encore Rewards app?

Yes. Personal information in the Encore Rewards app is protected according to BCLC’s security standards and privacy policies. Verification data is encrypted and stored securely.

How do I provide feedback about the Encore Rewards app?

You can provide feedback about the Encore Rewards App by completing the app experience survey or contacting BCLC Customer Support.

What should I do if I experience a technical issue in the Encore Rewards app?

If you experience a technical issue in the Encore Rewards app, make sure your app is updated to the latest version, close and reopen the app, and check that your device has battery life and an internet connection. If the issue continues, contact BCLC Customer Support for help.

How do I receive my Encore Rewards birthday reward?

If you are opted in to receive Encore Rewards email communications, you may receive your birthday reward by email during your birthday month. Follow the instructions in the email to claim the offer. You may be able to enter the promo code online on the ‘My Offers’ page, present the email at Guest Services, or visit Guest Services at any BC casino during your birthday month to claim the offer in person, depending on the offer details.

Where can I use my Encore Rewards birthday reward?

Your Encore Rewards birthday reward can be redeemed for eligible bonus play at any BC casino, depending on the offer details. Review your birthday reward email for eligible locations, games, expiry dates, and redemption instructions.

I didn’t receive my birthday reward email. What should I do?

If you did not receive your birthday reward email, start by signing in to your account to check that you are opted in to receive Encore Rewards email communications and that the email address on your account is correct. Also check your junk, spam, or promotions folder.

If you are opted in but still did not receive the email, visit Guest Services during your birthday month with government-issued photo ID or contact BCLC Customer Support for help.

How long is my Encore Rewards birthday reward available?

Your Encore Rewards birthday reward is available during your birthday month and must be claimed before the end of that month, unless the offer details say otherwise. Once claimed, you may have up to 365 days to redeem the offer. Review your birthday reward email and terms and conditions for the exact claim and redemption dates.

I’m having trouble redeeming my Encore Rewards birthday reward. What should I do?

If you are having trouble redeeming your Encore Rewards birthday reward, review the offer details for claim instructions, expiry dates, and terms and conditions. If the offer should be valid but still cannot be redeemed, visit Guest Services at the casino location where you are trying to redeem it, or contact BCLC Customer Support for help.

What is bonus play?

Bonus play is a way to use Encore Rewards points for eligible casino play. Encore Rewards points cannot be redeemed for cash, but they can be redeemed for bonus play at BC casinos. If you win while using bonus play, those winnings may be cashed out.

What’s the difference between points, bonus play, offers, and promo codes?

Encore Rewards points are earned or awarded to your account and can be redeemed for bonus play. Bonus play is what you use when redeeming points for eligible casino play. Offers are promotions that may be available to eligible members. Promo codes are codes tied to certain offers and may need to be claimed online, at a casino, or through another method listed in the offer details.

Why did someone else receive an Encore Rewards offer that I didn’t?

Encore Rewards offers can vary by member. Some offers are personalized or based on eligibility criteria such as account activity, visit history, location, promotion rules, or communication preferences. This means another member may receive an offer that is not available to you.

Are Encore Rewards offers transferable?

No. Encore Rewards offers are not transferable unless the offer specifically says otherwise. Guest Services may ask for government-issued photo ID to confirm your identity before issuing or redeeming a promotional offer.

Can I get more Encore Rewards offers if I opt in to email?

Yes. When you opt in to Encore Rewards emails, you can receive more ways to get rewarded, including email-only offers, giveaways, and updates about Encore Rewards. Offers may still vary by member, location, promotion eligibility, account activity, and offer terms. To opt in, sign in to your Encore Rewards account and go to My Profile, then Account to update your communication preferences. Learn more about Encore Rewards email insider benefits.

How do I receive bonus play?

You may receive bonus play by redeeming Encore Rewards points or through eligible promotional offers. Promotional bonus play may be awarded by BCLC or by specific casinos through email, mail, prizes, or other special offers. To receive marketing offers, make sure you are opted in to Encore Rewards marketing communications by signing in to your account.

Will my bonus play value show in my Encore Rewards account?

Yes. You can view your Encore Rewards points balance and bonus play value by signing in to your Encore Rewards account and reviewing your rewards or points information.

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

Encore Rewards promotions are issued by BCLC and may be available to eligible members across participating locations. Casino promotions are issued by a specific casino and may only be available or redeemable at that location. Review the offer details to confirm who issued the offer, where it can be used, and any terms and conditions.

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

If your offer is specific to a casino location, visit that location’s Guest Services or Cash Cage for help. If the offer is from BCLC or you are unsure who issued it, contact BCLC Customer Support for assistance.

How do table match play vouchers work?

A table match play voucher lets you make an eligible table-game wager with your own money and receive a matching bonus play amount. If you receive this offer, claim the voucher at Guest Services and present it to the dealer before you play. Match play vouchers are used as a one-time wager, and the dealer keeps the voucher whether you win or lose.

Can I combine multiple Encore Rewards offers?

It depends on the offer. Some Encore Rewards offers may be combined with other promotions, while others cannot. Review the offer details and terms and conditions to confirm whether an offer can be combined with another offer or promotion. If you are unsure, contact BCLC Customer Support or ask Guest Services at the casino location where the offer is being redeemed.

Can I claim a promo code on CasinosBC.com?

Some promo codes can be claimed online on CasinosBC.com, but not all promo codes are eligible for online redemption. Check the offer details to confirm where and how your promo code can be claimed. If the offer says it can be claimed online but you receive an error message, contact BCLC Customer Support for help.

Why doesn’t my promo code work on CasinosBC.com?

If your promo code does not work on CasinosBC.com, check the offer details first. Some promo codes cannot be claimed online, and some offers are personalized or available only to eligible members. If the offer says it can be claimed online and you still receive an error message, contact BCLC Customer Support for help.

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

After you successfully claim a promo code on CasinosBC.com, the eligible points will be added to your Encore Rewards account. You can then redeem those points for bonus play at participating BC casinos, based on the offer terms and conditions.

I claimed an offer but don’t see my points. What should I do?

If you claimed an offer but do not see your points, check the Past Offers tab on your My Offers page to confirm the offer was claimed. Then review your ‘Points Activity’ to see whether the points have been added. It may take up to 30 minutes for your points balance to update. If the points still do not appear after that time, contact BCLC Customer Support for help.

Why doesn’t my offer have a Claim Now button?

If an offer on your ‘My Offers’ page does not have a ‘Claim Now’ button, it may already be applied to your account automatically. Review the offer details for eligibility, timing, expiry date, and terms and conditions. If you are unsure whether the offer was applied, check your ‘Past Offers’ tab and ‘Points Activity’, or contact BCLC Customer Support for help.

Why don’t I see any offers on my My Offers page?

If you do not see any offers on your ‘My Offers’ page, you may not have an available offer at that time. Offers can vary by member, location, promotion eligibility, and offer terms. Check back regularly and make sure you are opted in to receive Encore Rewards marketing communications.

You can update your communication preferences by signing in to your Encore Rewards account and going to ‘My Profile’, then Account.

If I claim a bonus play offer on CasinosBC.com, where can I redeem the points?

Points claimed through an eligible bonus play offer on CasinosBC.com are usually Anywhere Points, unless the offer says otherwise. Anywhere Points can be redeemed for bonus play at any BC casino. Review the offer details and terms and conditions for any location or redemption restrictions.

What is cardless play?

Cardless play lets eligible Encore Rewards members access their account on slot machines and electronic table games using their phone number and PIN instead of inserting a physical Encore Rewards card.

When using cardless play, members can access the same features as they would with their physical card, including earning and redeeming points as usual through their Encore Rewards account. Learn more about cardless play.

How do I use cardless play on a slot machine or electronic table game?

To use cardless play at a participating slot machine or electronic table game, select the ‘Sign In’ icon with the Encore Rewards logo on the screen. Enter the phone number connected to your Encore Rewards account, then enter your PIN. When sign-in is successful, the lights around the card reader will turn from red to green, and your Encore Rewards account and eligible bonus play will be available. When you are finished, select ‘Sign Out’ to end your play session.

I keep getting an error when trying to sign in to cardless play. What should I do?

If you keep getting an error when trying to sign in to cardless play, first check that you entered the phone number connected to your Encore Rewards account and your PIN correctly. If the error continues, your cardless play access may not be set up on your account, your phone number may need to be updated, or your PIN may be locked after too many failed attempts. To confirm or set up cardless play access, update your phone number, or unlock your PIN, visit Guest Services at any BC casino or contact BCLC Customer Support for help.

How many machines can I play at one time with cardless play?

You can play on up to three machines at the same time, whether you access your Encore Rewards account using cardless play or your physical Encore Rewards card.

What happens if I forget to sign out of cardless play?

If you forget to sign out of cardless play, your session will time out automatically after five minutes of inactivity. You should still sign out when you are finished playing.

What happens if I insert my Encore Rewards card during a cardless play session?

If you insert your physical Encore Rewards card during a cardless play session, the cardless play session will automatically end. You will still need to enter your PIN to redeem points. When you remove your card, your card session will end.

Can someone else access my rewards if I forget to sign out?

Your Encore Rewards account is protected by your PIN. Even if you forget to sign out, a PIN is required to redeem points or access bonus play. Your cardless play session will also time out automatically after five minutes of inactivity.

How many times can I enter my PIN incorrectly during cardless play?

Your PIN will lock after five failed attempts. To unlock your PIN, visit Guest Services at any BC casino or contact BCLC Customer Support.

Which phone number is used for cardless play?

Cardless play uses the phone number connected to your Encore Rewards account. If more than one phone number is listed, the phone number used may depend on how your account was set up. To confirm or update the phone number used for cardless play, visit Guest Services at any BC casino or contact BCLC Customer Support.

How do I update the phone number used for cardless play?

You can update the phone number connected to your Encore Rewards account at Guest Services or through your Encore Rewards online account, where available. If you need help updating the phone number used for cardless play, visit Guest Services at any BC casino.

What if the same phone number is used on multiple Encore Rewards accounts?

If the same phone number is connected to more than one Encore Rewards account, cardless play may only work with one of those accounts. To avoid account access issues, each member should use a unique phone number where possible. To update or confirm the phone number used for cardless play, visit Guest Services at any BC casino.

Can I turn off cardless play?

Yes. You can turn off cardless play by visiting Guest Services at any BC casino or contacting BCLC Customer Support. 

What is changing with Encore Rewards on PlayNow.com?

Starting October 31, 2026, Encore Rewards will no longer be available on PlayNow.

• Starting September 15, 2026, members will no longer earn Encore Rewards points through play on PlayNow.

• Starting October 31, 2026, members will no longer be able to redeem Encore Rewards points on PlayNow.

Will I lose any points I already earned?

No. Any Encore Rewards points you have already earned will remain in your account until they expire. After October 31, 2026, those points can still be redeemed at B.C. casinos.

Is Encore Rewards ending?

No. Encore Rewards is not ending. This change applies only to PlayNow. Encore Rewards will continue to be available at B.C. casinos.

What stays the same?

Your Encore Rewards membership remains active. You can continue to earn and redeem points when you play or dine at participating B.C. casinos, and you can continue to access existing member benefits available in casinos.

Are there any changes to Encore Rewards at B.C. casinos?

No. There are no changes to how Encore Rewards works at B.C. casinos as part of this update.

When do these changes take effect?

There are two key dates: September 15 is the last day members can earn Encore Rewards points through play on PlayNow, and October 31 is the last day members can redeem Encore Rewards points on PlayNow.

How can I check my points balance and membership status?

You can continue to view your Encore Rewards points balance and membership status by signing in to your account on CasinosBC.com or through the Encore Rewards app.

Will PlayNow still offer promotions?

PlayNow will continue to focus on its online offering, including its own promotions and responsible play tools.

Does this affect my Encore Rewards membership?

Your membership remains active. This update only changes how Encore Rewards works on PlayNow.com.

What should I do if I need help or have more questions?

If you have questions or need support related to this change, please contact our Customer Support team.

What if I cannot access my account to view my points or membership status?

Try signing in through CasinosBC.com or the Encore Rewards app. If you still cannot access your account, please contact Customer Support for help.

How do I find a casino or Chances location in BC?

You can find a BC casino location by using the Find a location page on CasinosBC.com. Location details may include address, hours, amenities, dining options, and contact information where available.

How do I contact a specific casino or Chances location?

To contact a specific casino location, visit the location’s page on CasinosBC.com for available phone numbers, address details, hours, and property-specific information. For Encore Rewards account questions, contact BCLC Customer Support or visit Guest Services.

What ID do I need to enter a BC casino?

All visitors must present physical, government-issued photo ID when entering a BC casino, and to complete certain transactions at Guest Services. Several types of ID are accepted, including driver's licences, passports and other government-issued identification. See our ID Required page for the complete list of accepted IDs.

Do amenities vary by casino location?

Yes. Amenities, dining options, private rooms, hours, promotions, and services can vary by casino location. Check the location page or contact the property directly before your visit to confirm what is available.

Are private rooms available at BC casinos?

Private rooms may be available by reservation at some BC casinos. Contact the casino location you plan to visit to confirm availability, booking requirements, and any room-specific policies.

Are face coverings required at BC casinos?

Face coverings are not currently required at BC casinos, unless required by a current public health order or individual property policy. Players are encouraged to respect each person’s choice about wearing a face covering.

Do I need proof of vaccination to enter a BC casino?

No. Proof of vaccination is not currently required to enter BC casinos, Chances locations, or bingo halls, unless required by a current public health order or individual property policy.

Which browsers and devices work best with CasinosBC.com?

CasinosBC.com works best on modern, up-to-date browsers and operating systems. For the best experience, use the latest version of Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge. Keeping your browser and device software updated helps improve site performance, display, and security.

Why should I clear my browser cache if CasinosBC.com is not working properly?

If CasinosBC.com is not loading correctly or you are having trouble signing in to your Encore Rewards account, clearing your browser cache may help. Your browser cache stores temporary website files, which can sometimes cause outdated pages or display issues. After clearing your cache, close and reopen your browser, then try again.

Why does CasinosBC.com ask to use my location?

CasinosBC.com may ask to use your location to show nearby results, such as casino locations, games, or other location-based information. Your browser will ask for permission before sharing your location.

What happens if I don’t share my location on CasinosBC.com?

You can still use CasinosBC.com if you choose not to share your location. Some nearby results or location-based features may be less accurate, but you can still search or filter manually where available.

How do I turn location services back on for CasinosBC.com?

You can turn location services back on in your browser or device settings. The steps vary by browser and device, so check your browser’s location or site-permission settings for CasinosBC.com. After updating your settings, refresh the page and try again.

How does BCLC protect my personal information?

BCLC protects personal and transactional information using security measures such as encryption, monitoring, auditing, and secure data storage. These safeguards help protect customer information from unauthorized access, use, or disclosure.

Does BCLC share my personal information with third parties?

BCLC does not sell your personal information. In some cases, BCLC may share limited personal information with service providers that perform services on BCLC’s behalf. When this happens, only the information needed to provide those services is shared. For more details, review BCLC’s Privacy Statement.

How do I hide my name on a slot machine or electronic table game screen?

If you do not want your name shown on the touch screen at a slot machine or electronic table game, visit Guest Services or the Cash Cage at a casino location to update your privacy settings.