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Frequently Asked Questions

If you have a question about the Winner’s Circle Rewards program, this is where you’ll find your answers! If your questions are not answered, feel free to call our OLG Support Centre at 1-800-387-0098 or send us a message.

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Login / Password / Account Information

Why can't I log in? The site is not recognizing my login information.

Are you a new Winner’s Circle Rewards member? When first joining the program, it can take up to 10 days before your information is available online. Please check back another day and try your membership number and information again. If you are not a new member, or it has been longer than 10 business days, please give our OLG Support Centre a call at 1-800-387-0098.

Why do you require my Date of Birth?

Your date of birth is used as part of the verification process when you first create your online account or if you have forgotten your password. This information is matched against your Winner’s Circle Rewards account to confirm that it is a match.

Why do I need to set up a password?

To eliminate any risk of compromising your private information, you will be asked to create your own password of 6-30 characters when activating your online account. This added security allows us to offer you an improved personalized web experience, such as the ability to view your points online.

I created a password, why didn’t I receive an Account Activation email with link?

Once you have successfully completed the Create Your Online Account process, you should receive an Account Activation email from noreply@winnerscirclerewards.ca within approximately 30 minutes. Simply open the email and click on the “Complete Registration” link. If you haven't received an Account Activation email, it may have been filtered by your email provider's automatic spam filter. Be sure to check your junk folder, and add noreply@winnerscirclerewards.ca to your address book to ensure you receive emails from us in the future. You may also want to troubleshoot with your internet service provider to ensure emails from OLG are not being blacklisted - you won't want to miss out on timely account information and exclusive promotions!

What do I do if I forgot my password?

You can reset your password using the Forgot Password Tool. You will need to enter your membership number, email address and date of birth, and then correctly answer two of your security questions. If you have changed your email address, key in the one used when you activated your online account. You can then update your password using 6 - 30 characters. Once your password is updated, you can log into the website using your membership number and new password. A confirmation email will then be sent to the email address associated with your account informing you that your password has been updated. This email is for information purposes only, and requires no action.

Why do I no longer receive emails from Winner’s Circle Rewards?

It is possible that you no longer use the e-mail address you provided when you activated your account. You can view this e-mail address by logging into the website, clicking on My Account then Profile. To update your e-mail address, click on Edit Profile and make your change. You can also update your email address by calling the Support Centre, or visiting any WCR desk.

If you were previously sharing an e-mail address with another member, these have been removed from our database. Please update your account with a unique e-mail address not currently being used by another Winner’s Circle Rewards member.

Winner’s Circle Rewards e-mails may have been filtered by your e-mail provider's automatic spam filter. Be sure to check your junk folder, and add noreply@winnerscirclerewards.ca to your address book to ensure you receive emails from us in the future. You may also want to troubleshoot with your internet service provider to ensure e-mails from OLG are not being blacklisted - you won't want to miss out on timely account information and exclusive promotions!

How do I change my password or email address online?

You can change your password, email address, security questions and email options on the website. First, log in using your membership number and password. Then click on My Account link. Next, click on the Profile link. The Your Profile page will display with your current online options. Click on the Edit Profile link. On the following page, make your changes, and then click Submit. If you encounter any difficulties please contact our OLG Support Centre at 1-800-387-0098.

Why can't I update my address and phone number online?

Your address and phone number will not appear in your online profile. In order to update this information, we are required to confirm your identity based on the current information in your Winner's Circle Rewards account. Please visit the Winner's Circle Rewards desk at an OLG Slots & Casinos location near you to keep all of your information up-to-date.

How quickly do my Cashback points display online?

Cashback points display on the website up to 10 days after they are earned. The website shows both the Cashback points as well as the date they were current.

Where do I go for information on changes to my Winner’s Circle Rewards account?

Simply visit the Winner’s Circle Rewards desk at any of our participating gaming properties for information on your benefits and our current promotions. Also, please ensure your account info is kept up-to-date, as it enables us to provide you with information on promotions, events and much more.

Why am I receiving a message that my web browser is no longer supported?

WinnersCircleRewards.ca is designed to be compatible with Internet Explorer 9, Google Chrome, Mozilla Firefox and Apple Safari. If you are using an older version of any of these web browsers, you will still be able to access the website, however some features may not look or work as intended. For the full Winner's Circle Rewards online experience, you will need to upgrade your web browser.

I can't use a mouse. How can I select items on the website?

If you can't use a mouse, use the TAB key on your keyboard to navigate to the item, then click the ENTER key. You can also use an accessibility device or assistive/adaptive technology to select items on WinnersCircleRewards.ca.

Winner's Circle Rewards Program

How do I become a Winner's Circle Rewards member?

Signing up is simple! Visit the Winner’s Circle Rewards desk at any participating gaming property with valid government-issued photo identification and you will instantly be eligible for great member exclusive promotions and offers.

Does it cost money to become a Winner's Circle Rewards member?

No, Membership is free! Winner’s Circle Rewards members earn Tier points that go towards your membership level and Cashback points you can redeem for cashback and gift cards, plus access to exclusive offers and promotions.

Where can I use my Winner’s Circle Rewards card?

You can use your Winner's Circle Rewards card at any participating gaming location in Ontario.

Are table game players included in the tiered program?

Yes, Table Game players are included in the tiered program. Our Table Games Management System is integrated with our slot play system, to convert the table game play and ensure it is in line and equitable with the Tier point accumulation for slot play. This allows us to issue Tier points, comps and other rewards to our table game members and allot them into their respective membership levels.

Can I play with multiple Winner’s Circle Rewards cards at one time?

Yes, you may play with a maximum of 3 Winner’s Circle Rewards cards at the same time to accumulate points as per our Winner’s Circle Rewards Rules.

I don't play very often, why should I use Winner's Circle Rewards card?

No matter how infrequently you play within a 12 month period, using your card every time you do play will allow you to accumulate points for cashback, and make you eligible for members-only promotions and other exciting benefits.

Does playing with my Winner's Circle Rewards card increase or decrease my chances of winning?

Most casino games are designed to be completely random, which means there is absolutely nothing you can do to improve your chances of winning. It all comes down to chance. However, it's always rewarding to use your Winner's Circle Rewards card every time you play to receive benefits like cashback, complimentary meals and access to exclusive promotions.

What is Free Play?

Free Play is exactly as it sounds; it is chances to play for free! They are awarded in specific amounts through promotions or exclusive offers, and can be played on a selected range of games at the gaming properties. Free Play comes in the form of Slot Play (for use on eligible slot machines) or Match Play (for use on eligible Table Games).

What does "Home site" mean?

Your home site is calculated based on whichever participating Winner’s Circle Rewards gaming property you have the most carded slot and table play during the previous 12 months. Home site is automatically adjusted each month based on the previous 12 months of carded play.

What happens to the account balances and consent fields if my account becomes 'Inactive'?

After 12 months without any play activity, your account will go ‘Inactive’. Upon becoming 'Inactive', all Cashback points, and complimentaries will be considered forfeited. All consent fields will remain as they were last provided.

How can I reactivate my 'Inactive' account?

Simply visit the Winner’s Circle Rewards desk at your preferred gaming site, along with one piece of valid government issued photo identification and a Winner’s Circle Representative will gladly assist you.

Will I continue to receive communication and/or promotional offers if my account becomes 'Inactive'?

Depending on when your account becomes ‘Inactive’, you may still receive some communication pieces or promotional offers from the Winner’s Circle Rewards program as data lists are pulled several weeks in advance. Please refer to the Rules & Regulations of each promotion to determine eligibility.

If my account is reactivated during a promotion, am I eligible to participate in that promotion?

If you have received a promotional offer prior to your Winner’s Circle Rewards account becoming ‘Inactive’, and it is still within the promotional period after you have reactivated your account, you may be able to redeem the offer. Please speak with a Winner’s Circle Rewards representative for further information.

What do I do if I lose my Winner’s Circle Rewards card?

Just visit the Winner’s Circle Rewards desk at any participating location near you with your valid government-issued photo identification, and a Winner’s Circle Rewards representative will be more than happy to print you a new one.

Is participating online at WinnersCircleRewards.ca or completing a transaction at the Winner’s Circle Rewards desk or Express kiosk considered carded play activity?

No, only carded slot, video poker, select e-table or table game activity is considered carded play activity on your Winner’s Circle Rewards account. Use of the Winner’s Circle Rewards card at the Winner’s Circle Rewards desk or Express kiosk, or online participation does not count as account activity.

What points are viewed on the display of a slot machine?

When you insert your Winner’s Circle Rewards card in a slot machine, your cashback points available for redemption are viewed on the display.

How do I check my Winner’s Circle Rewards point balances?

You can check your Winner’s Circle Rewards Cashback points balance by inserting your Winner’s Circle Rewards card into a slot machine and viewing your balance on the scroll window, by visiting any Winner’s Circle Rewards desk at any participating location ,by visiting WinnersCircleRewards.ca or by contacting the OLG Support Centre at 1-800-387-0098. To request information on your Tier points earned towards membership, please visit the Winner’s Circle Rewards desk at your preferred site visit WinnersCircleRewards.ca or contact the OLG Support Centre at 1-800-387-0098.

Membership Levels and Tier Points

What dates comprise the tier year?

The tier year is from October 1st to September 30th.

How is the membership level calculated?

All Tier points accumulated at any participating gaming properties from October 1st to September 30th of the previous year determine your current membership level.

What are the Winner’s Circle Rewards membership levels?

There are three levels in the Winner's Circle Rewards program:

  • Winner's Circle Rewards 0 - 999
  • Winner's Circle Rewards Silver 1,000 - 4,999
  • Winner's Circle Rewards Gold 5,000+

Remember there are features and benefits at every level. Be sure to use your card whenever you are playing a slot or table game at any participating location.

If I reach the next membership level during the year, when do my benefits take effect?

Your benefits will take effect immediately. Please visit the Winner’s Circle Rewards desk at any participating gaming property to request your new membership level card.

What happens to my membership level if I don’t accumulate enough Tier points to maintain my current level?

You are still eligible for your current membership level benefits until the end of the tier year. For the following year, membership levels are determined based on Tier points accumulated in the tier year. If you do not have the level of Tier points necessary to maintain your current level, you will be moved to the corresponding one. Remember, there are rewards and benefits at every level.

Do Cashback points from promotional point offers contribute to my membership level?

No, membership levels are determined only with recorded carded slot and/or table play activity on your Winner’s Circle Rewards account. Cashback points earned with promotional point offers or online promotions are for redemption only.

Cashback

How do I accumulate Cashback points?

Cashback points are accumulated through slot play (with your Winner’s Circle Rewards card inserted into the slot game). You will earn 1 Cashback point for every full $10 played on one slot machine per session, 1 Cashback point for every full $20 played on video poker and 1 Cashback point for every full $40 played on select electronic table games. Your Cashback points can be redeemed for great rewards, for example 118 points = $5 in cashback!

NOTE: A session is the time a card is inserted into a slot machine or card reader to the time a card is removed.

Why does the full amount of $10 for slot games or $20 for video poker games have to be played during one session? (Note a session is the time a card is inserted into a slot machine or card reader until it is removed)

Our Gaming Management System does not issue partial points to a member's account. Our System looks at each session individually, and can only issue Cashback points based on the full dollar values played in each individual session. The values required for Cashback point accumulation are in line with gaming industry standards.

Why does $20 or $40 have to be played per video poker or select electronic table game session to accumulate 1 Cashback point?

Our point accumulation values have been determined based on the game being played to ensure we are rewarding members fairly.

Can I lose my Cashback points?

If your Winner’s Circle Rewards account has no carded play activity for 12 consecutive months, it will become 'Inactive'. Unredeemed Cashback points and complimentaries will be forfeited. If your account becomes ‘Inactive’, it can be reactivated by a Winner’s Circle Rewards representative. If your account remains in 'Inactive' status for 36 consecutive months, it will become 'Archived'. If your account becomes archived, you will be required to enrol with a new account.

What is the difference between Tier Level points and Cashback points?

Cashback points are earned through slot play, video poker play and select e-table game play for members to redeem for benefits such as cashback, gift cards, merchandise – and more!

Tier Level points determine your membership level. The total number of Tier points a member accumulates while playing slots, video poker, select e-table or table games determines your membership level. Tier Level points are not redeemable and are only used to determine your membership level.

Bonus Points

What are Bonus points and how are they calculated?

Bonus points are awarded based on your membership level and are added to your Cashback points balance within the first week of each calendar month. Bonus points are awarded on your previous month’s Cashback points earned, where Gold members receive 10% more and Silver members receive 5% more.

What date are my Bonus points awarded every month?

Bonus Cashback points are awarded to your account within the first week of every month. Your bonus points will be pro-rated from the date you achieve the Silver or Gold level.

How will my Bonus points be calculated if mid-way through the month I move from Silver (5% Bonus monthly) to Gold (10% Bonus monthly)?

The value of the Bonus points adjustment will be a pro-rated value to reflect the day you reached a new membership level in the system.

Do Bonus points earned also count towards determining the membership level?

No, bonus points earned are added onto Cashback points. These points can only be used for redemption.

Will I still receive Bonus points if I redeem my Cashback points?

Yes, bonus points are calculated on Cashback points earned.

Comps

What is a comp offer?

A comp offer (also called a complimentary) is a discretionary reward offered to members of the Winner's Circle Rewards program. These complimentaries may include meals, merchandise, gift cards and invitations to concerts and events.

How do I receive a comp?

Comps are awarded at the discretion of the Winner’s Circle Rewards staff. Your eligibility to receive a comp is based on your carded slot, video poker, select e-table or table play and complimentary activities within the last 90 days. Please visit any participating Winner’s Circle Rewards desk, or speak with your Host to see if you are eligible for these benefits. Always remember to use your Winner's Circle Rewards card every time you play at any participating location.

What kind of comp offers are available?

Availability varies by gaming location. Past complimentaries have included:

  • Meals
  • Sporting events
  • Theatre and concert tickets
  • Exclusive event invitations
  • Valet parking at select sites
  • Gift shop merchandise
  • Gift Cards (Ultimate Dining, Sears & Petro-Canada)
How do comps and Cashback points differ?

Cashback points are accumulated based on a member's level of play with his/her Winner's Circle Rewards card inserted in a slot machine, video poker game, or select e-table game. Members can decide how and when they will redeem their points.

Comps are also based on a member's level of play at any participating location, and accumulate when his/her Winner's Circle Rewards card is inserted into a slot machine, video poker game, select e-table game or presented to a table representative. The main difference is that comps are awarded at the discretion of a Winner's Circle Rewards representative or Host. Once redeemed, comps do not affect a member's point balance toward membership or redemption of cashback or gift cards.

Account Information Request

What type of information can I request?

Any Winner’s Circle Rewards member can request their own personal account transaction information including their win/loss summary, cashback redeemed, Comp offers issued and promotions participated in at the Winner’s Circle Rewards desk or Express kiosk. Any request will only include information that was gathered while the players card was inserted and working properly.

Where can I request the nformation?

There are two ways Winner’s Circle Rewards members can submit an Account Information Request. Active members can request information directly from our website - winnerscirclerewards.ca - by logging in, selecting the My Carded Activity icon under their profile and submitting the Account Information Request form on the My Carded Activity page.

For those who are not able to access our website, members can also go in person to any OLG operated Slots or Casino that runs the Winner’s Circle Rewards program and ask to fill out the Account Information Request form. The site representative will then send the request form to the Customer Experience team to complete.

What is the timeframe for the information to be processed and returned?

It will take approximately 21 days (3 weeks) to complete a request. The timeframe could be longer if the member requests for the information to be mailed directly to them instead of sent to a gaming site to be picked up.

If the request is sent to the gaming site, a site representative will contact the member based on their contact consent on their active Winner’s Circle Rewards account, and a Remark will be placed on the member account stating that the requested information is available for pick up.

Is there a monetary cost to requesting information?

There are no costs for these requests for information.

Do I have to give the site my personal information to request information?

You will be required to fill out your Winner’s Circle Rewards card number, First Name and Last Name on the request form. The site representative will also need to view your government issued photo ID to confirm that it matches the information on the account in our database.

Who will see my information?

The Customer Experience team handles all submissions and will only see the information that the member used to complete the Account Information Request Form as well as the information on the member’s active Winner’s Circle Rewards account.

If the member is picking up the information request at an OLG site, the information requested will be in a sealed envelope and will be handled by a Customer Relations Supervisor who will ensure the privacy of the document until it is handed over to the member that made the request.

Are there times when I cannot request information?

Members can make requests at any time during the year either online or in person.

Where can I get more information about OLG’s privacy policies?

The Account Information Request form available on winnerscirclerewards.ca contains a Notice of Collection for the information being requested. You can also read more about OLG’s Privacy policies on OLG.ca.

Why is the process changing?

OLG has changed the process to better meet the needs of our loyalty members. After a thorough review and taking into account the feedback received from our members, we were able to simplify the process, remove the added costs and make it more efficient.

Why can I not get my information sent to me via e-mail?

Due to privacy reasons, OLG can only send this information to members in person or via mail.

Is this process the same across Ontario?

No, this account information request process only applies to OLG operated sites running the Winner’s Circle Rewards program. If you are interested in obtaining information specific to activity at a gaming site that was previously operated by OLG, you may request information from when OLG was the gaming site operator. If you are interested in obtaining information specific to activity at a Gaming property that is not OLG operated, please contact those gaming sites directly to ask about how you can obtain the information you would like to request. Any information at former OLG operated sites that took place before a private service provider was selected will be available through this process.

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