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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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Winner’s Circle Rewards Program Updates

What has changed?

The Terms & Conditions now outline that OLG will be providing third party service providers, working in cooperation with or on behalf of OLG, with access to, and use of your account information in order to allow them to continue to administer the Winner’s Circle Rewards program or a similar loyalty program offered by the service provider.

WHY THE CHANGE AND HOW DOES THIS IMPACT MY WCR ACCOUNT?

As part of OLG’s Modernization process, private sector service providers are assuming responsibility for the operation of Ontario gaming sites. In this role, service providers will continue to administer the Winner’s Circle Rewards program until they are able to implement their own loyalty programs. To facilitate the service providers’ administration of the Winner’s Circle Rewards program, the service providers will have access to, and use of your account information. You will continue to receive communications from OLG and/or Service Providers related to customer service, promotions, offers, monthly newsletters, account information, loyalty program updates, gaming site updates, research initiatives and Responsible Gaming, as applicable.

Eventually the WCR program will be phased out. We encourage you to regularly check your Cashback point balance and remind you to redeem during each visit. Keep up to date on WCR program updates, including locations that will soon end their participation on the Program Updates page.

WHERE CAN I RECEIVE MORE INFORMATION ABOUT WCR CHANGES?

We encourage you to read the updated Winner’s Circle Rewards Terms & Conditions. For further information on the Winner’s Circle Rewards Program, please visit the Program Updates page on winnerscirclerewards.ca or call the OLG Support Centre at 1-800-387-0098.

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.

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.

Eventually the WCR program will be phased out. We encourage you to regularly check your Cashback point balance and remind you to redeem during each visit. Keep up to date on WCR program updates, including locations that will soon end their participation on the Program Updates page.

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.

*As service providers assume management of gaming locations, new game products may be introduced that may not be compatible with the Winner’s Circle Rewards program and may not be eligible for Winner’s Circle Rewards Cashback Point collection and Tier Point accumulation. Such games will be clearly identified. For any table game that does accept the Winner’s Circle Rewards card, you may continue to earn Winner’s Circle Rewards Cashback Point collection and Tier Point accumulation.

WHAT HAPPENS TO THE POINTS BALANCES IF MY ACCOUNT BECOMES 'INACTIVE'?

If a Member has no recorded play activity for twelve (12) consecutive calendar months, the Member’s account in the Program will be deemed to be ‘inactive’ and all accumulated Points will be terminated, at the sole discretion of OLG.

HOW CAN I REACTIVATE MY 'INACTIVE' ACCOUNT?

Simply visit the Winner’s Circle Rewards desk at any participating Winner’s Circle Rewards location within 36 months of becoming inactive, present one piece of valid government issued photo identification and a Winner’s Circle Rewards Representative will gladly assist you. As part of OLG’s modernization process, service providers will continue to administer the Winner’s Circle Rewards program until they are able to implement their own loyalty programs. Once a service provider has launched their loyalty programyou will not be able to reactivate your Winner’s Circle Rewards card at that location. You will have the option to participate in the new service provider loyalty program, or you can visit a participating Winner’s Circle Rewards location to complete your WCR account reactivation.

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.

WHERE CAN I CHECK MY CASHBACK BALANCE?

You can check your Winner’s Circle Rewards Cashback points balance by inserting your Winner’s Circle Rewards card into a slot machine at any participating location and viewing your balance on the scroll window, by visiting any Winner’s Circle Rewards desk at any participating location 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 any participating location, 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 earned on Winner’s Circle Rewards program accepting slot and table games accumulated at any participating Winner’s Circle Rewards location 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+
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.

If you don’t accumulate enough Tier points to maintain your 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.

CASHBACK

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.

WHAT IS THE DIFFERENCE BETWEEN CASHBACK POINTS, TIER LEVEL POINTS AND BONUS POINTS?

Cashback points are earned through slot play, video poker play and select e-table game play for members to redeem for cash.

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 Cashback points are awarded based on your membership level and are added to your Cashback points balance within the first week of each calendar month. Your bonus points will be pro-rated from the date you achieve the Silver or Gold level and are awarded on your previous month’s Cashback points earned, where Gold members receive 10% more and Silver members receive 5% more.

HOW DO COMPS AND CASHBACK POINTS DIFFER?

Cashback points are accumulated based on a member's carded play with his/her Winner's Circle Rewards card inserted in a slot machine, video poker game, or select e-table game. Members may redeem their points for cash.

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.

ACCOUNT INFORMATION REQUEST

WHAT TYPE OF INFORMATION CAN I REQUEST AND HOW?

At any time, a Winner’s Circle Rewards member can at no cost, request their own personal win/loss summary. Any request will only include information that was gathered while the players’ card was inserted and working properly at any participating Winner’s Circle Rewards location.

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 go in person to any OLG operated Slots or Casino that administers 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.

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 was used to complete the Account Information Request Form as well as the information your Winner’s Circle Rewards account.

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

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.

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.

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 you can call 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 ONLINE?

You can change your password, and security questions 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 CHANGE MY EMAIL ADDRESS OR CONSENT ONLINE?

If you wish to change any of your email preferences including consent(s), you may do so by visiting the Winner’s Circle Rewards desk at any of our participating WCR location or by contacting the 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 any participating WCR 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 participating Winner’s Circle Rewards location for information on your benefits and program changes.

As part of OLG’s Modernization process, private sector service providers are assuming responsibility for the operation of Ontario gaming sites. In this role, service providers will continue to administer the Winner’s Circle Rewards program until they are able to implement their own loyalty programs.

Eventually the WCR program will be phased out. We encourage you to regularly check your Cashback point balance and remind you to redeem during each visit. Keep up to date on WCR program updates, including locations that will soon end their participation on the Program Updates page.

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.

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