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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.
Login / Password / Account InformationQ: Why can't I log in? The site is not recognizing my login information.
A: 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.
A: 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.
A: 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.
A: Once you have successfully completed the Create Your Online Account process, you should receive an Account Activation email from email@example.com 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 firstname.lastname@example.org 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!
A: You can reset your password using the Forgot Password Tool. You will need to enter your membership number, email address and date of birth, 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.
A: 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. If you use the same e-mail address, 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 email@example.com 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!
A: 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.
A: 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.
A: 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.
A: Simply visit the Winner’s Circle Rewards desk at any of our 16 OLG Slots & Casinos 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.
A: WinnersCircleRewards.ca is designed to be compatible with Internet Explorer 11, 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.
A: 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 ProgramQ: How do I become a Winner's Circle Rewards member?
A: Signing up is simple! Visit any OLG Slots & Casinos Winner's Circle Rewards desk with valid government-issued photo identification and you will instantly be eligible for great member exclusive promotions and offers.
A: 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.
A: You can use your Winner's Circle Rewards card at Shorelines Casino Thousand Islands, Shorelines Slots at Kawartha Downs and any OLG Slots & Casinos location in Ontario, excluding OLG Slots at Georgian Downs.
A: 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.
A: 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.
A: 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.
A: 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.
A: Your home site is calculated based on carded coin-in through slot play and table play during the previous 12 month rolling period. Home site is adjusted monthly based on the previous 12 month carded play.
A: 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.
A: 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 Rewards representative will gladly assist you.
A: 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.
A: 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.
A: Just visit the Winner’s Circle Rewards desk at any OLG Slots & Casinos 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.
A: No, only carded slot, video poker, select e-table or table game activity is considered account 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.
A: When you insert your Winner’s Circle Rewards card in a slot machine, your cashback points available for redemption are viewed on the display.
A: 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 of OLG’s 16 Slots & Casinos or by visiting WinnersCircleRewards.ca. To request information on your Tier points earned towards membership, please visit the Winner’s Circle at your preferred site or visit WinnersCircleRewards.ca.
Membership Levels and Tier PointsQ: What dates comprise the tier year?
A: The tier year is from October 1st to September 30th.
A: All Tier points accumulated from October 1st to September 30th of the previous year determine your current membership level.
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+
A: Your benefits will take effect immediately. Please visit the Winner’s Circle Rewards desk to request your new membership level card.
A: 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.
A: 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.
CashbackQ: How do I accumulate Cashback points?
A: 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.
A: 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 value played in each individual session. The values required for Cashback point accumulation are in line with gaming industry standards.
A: Our point accumulation values have been determined based on the game being played to ensure we are rewarding members fairly.
A: 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.
A: 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 PointsQ: What are Bonus points and how are they calculated?
A: 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.
A: 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.
A: 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.
A: No, bonus points earned are added onto Cashback points. These points can only be used for redemption.
A: Yes, bonus points are calculated on Cashback points earned.
CompsQ: What is a comp offer?
A: 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.
A: 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 the 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 OLG Slots & Casinos location.
A: Availability varies by gaming location. Past complimentaries have included:
- Sporting events
- Theatre and concert tickets
- Exclusive event invitations
- Valet parking at select sites
- Gift shop merchandise
- Gift Cards
A: Cashback points are accumulated based on a member's level of play with their 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 OLG Slots & Casinos location, and accumulate when their 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 RequestQ: What type of information can I request?
A: 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.
A: 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.
A: 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's account stating that the requested information is available for pick up.
A: There are no costs for these requests for information.
A: 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.
A: 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.
A: Members can make requests at any time during the year either online or in person.
A: 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.
A: 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.
A: Due to privacy reasons, OLG can only send this information to members in person or via mail.
A: 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.
Group SalesQ: Is there a minimum number of people required to set up a group?
A: Yes, groups require a minimum number of 4 members.
A: There is no minimum number of visits required to set up or maintain a group.
A: No, there is no minimum length of visit required in order to remain active.
A: We prefer that your group book their visit at least 24 hours in advance.
A: Some dates and times are subject to availability. Please contact your OLG Slots or Casino Group Sales Coordinator for any blackout dates or times.
A: Offers are based on several factors. Please consult your OLG Slots or Casino Group Sales Coordinator to discuss your particular group.
A: Only group offers may be available. Please consult your OLG Slots or Casino Group Sales Coordinator to discuss your particular group.
A: Your group is welcome to visit any of our 16 OLG Slots and Casinos locations.
A: No they would not have to enroll, but Winner’s Circle Rewards members enjoy free membership and are eligible for exclusive promotions and offers.
A: No, if a member sets up an online profile at WinnersCircleRewards.ca, only the member will be able to log in with their own unique membership number and password.
A: If you no longer want to receive this type of email, just email “Unsubscribe” to firstname.lastname@example.org. Please allow up to 10 business days for it to be processed.