FREQUENTLY ASKED QUESTIONS
COVID 19 QUESTIONS
Q: Is Elements Mohawk lifting capacity restrictions?
All Elements Casino sites have lifted capacity restrictions and will operate at 100% occupancy. You will soon enjoy the ease of finding your favourite game anywhere on the casino floor to amplify your experience!
Since reopening, we’ve welcomed back our guests with their health and safety being our top priority. We continue to follow the guidelines from Public Health to ensure all of our guests entering the gaming facility are fully vaccinated. Contact tracing and other health and safety protocols will remain in effect.
It’s time to get excited as your next chance to win awaits! Visit our website for updates as we continue to expand our dining offerings.
Q. Will I be required to show proof of full vaccination?
The Ontario provincial government has announced that as of September 22, 2021 proof of full vaccination (plus 14 days) will be required for guests to enter some non-essential businesses, of which casinos are included in this province-wide mandate.
Our Company’s foundation is built on compliance and following this Provincial Health order, and any other order, will be strictly adhered to by our company. We will continue to adhere to direction and requirements of provincial health authorities in keeping with our highest priority, the safety of our team members and guests.
Guests will be required to provide proof of vaccination status through printed vaccine receipts or on a mobile device until an enhanced vaccine certificate with a QR code is available through the provincial government. Please note contact tracing and enhanced Health & Safety protocols remain in effect and valid government issued ID is required upon entry. Answers to frequently asked questions that you may have regarding proof of vaccination can be found by visiting the Ontario Government Website.
Q: What safety measures have you taken to prevent the spread of Covid-19?
The health, safety and well-being of our guests and employees is our top priority. We have worked diligently to ensure were prepared to safely return to operations. This means we have collaborated with our gaming regulators and provincial health officials to develop a comprehensive health and safety plan for all of our sites so that you have peace of mind when playing at our properties.
Q: Are face coverings mandatory?
The health, safety and well-being of our guests and employees is our top priority. All guests and team members are required to wear a face mask at all times. A face mask must be one which covers your nose and chin, without gaps, and can loop around your ears. Masks may be comprised of a washable fabric or they can be a disposable mask. If guests remove their face covering to consume Food or Beverages at any time, it is required to be at a two meter distance unless a barrier exists. All consumption of food must be in designated Food and Beverage areas. Please note that plastic visors will not be considered an acceptable face mask upon entry. Should you forget your mask, Security can provide you one upon entry.
Q: Will you perform contact tracing?
Government issued Identification will be required upon entering any Great Canadian facility for contact tracing purposes in the event an individual is diagnosed with COVID-19. By retaining contact information for each guest frequenting a facility, Great Canadian can quickly and effectively support public health authorities identify others that may have come into contact with the diagnosed individual. Guests entering the casino must provide all necessary contact tracing information. Elements Casinos cannot use player account numbers or information for contact tracing purposes. Contact information will be retained only for those purposes, and only for a 30 day period.
Q: What are you doing to control indoor air quality?
Rigorous measures have been taken to maximize outside air circulation throughout our buildings and rooms with air filters that meet or exceed published standards. We are continuously monitoring building systems to ensure that these standards are met or exceeded for guests and team members.
Q: How has the closure affected the loyalty program?
The Elements Rewards tier status that you had prior to our casinos closing remains intact. Loyalty points and existing free play balances on your account have not expired.
All promotions and offers, including weekly free play coupons, gift offers and Food & Beverage offers, that were issued prior to closure are void. As we move into the various stages of reopening, new offers and promotions will be introduced.
The expiration rules that normally apply to complimentary and free play balances have been temporarily suspended. In approximately 90 days, these rules will again take effect and any complimentary earned or promo free play acquired prior to Covid will expire.
Eligibility criteria for offers will not include the period of time that casino operations were suspended.
Q: Will you resume promotions you had in place before closure?
Unfortunately, all active promotions prior to the casino closure were suspended or cancelled. Upon resuming promotions in the future, offers are based on a specific eligibility criterion over a time period and eligibility criteria for offers will not include the period the casino suspended operations. More details on promotional offers will be available on our website, on site and our social media platforms.
Q: Will food and beverage amenities be available?
Limited food and beverage amenities will be available. Food and Beverage, once ordered, must be consumed in the designated area and will not be permitted to be taken onto the gaming floor. If guests remove their face covering to consume Food or Beverages at any time, it is required to be at a two metre distance unless a barrier exists. All consumption of food must be in designated Food and Beverage areas.
Q: What amenities will be affected ?
All Shuttle Bus Services & Coat Check have been suspended, please check our website and social media for updates.
Q: Can I cash my expired Tito ticket?
Yes, please visit the Cashier at the site for assistance with cashing expired TITO tickets.
Q: Will you honour my printed complimentary vouchers?
Yes, please bring your printed complimentary voucher to the rewards counter before redeeming.
Q: Will I be able to redeem my rewards points, comps, and free slot play?
- All promotions and offers, including weekly free play coupons and F&B offers, that were issued prior to closure are void. As we move into the various stages of reopening, new offers and promotions will be introduced.
Q: Will my loyalty rewards tier level be affected?
No, your loyalty rewards tier level will not be affected.
Q: Will your shuttle bus services be available?
No, shuttle bus services offered prior to the temporary suspension of operations will not be provided. Throughout the entire period that COVID-19 has been a public health concern, the health and safety of our guests and team members has been our highest priority, and we have uniformly supported all actions taken by provincial governments and provincial health authorities through this difficult time. We hope to restore shuttle service at a later date.
Q: Will you resume the promotions advertised and/or offered during that time?
All promotions advertised and/or offered prior to the temporary suspension of operations are considered void.
Q: Will I still qualify for promotional offers by mail and email upon resumption of operations?
Promotional offers are based on a specific eligibility criterion over a time period. The eligibility criteria for offers will not include the period the casino suspended operations.
Q: Will you honour my offers for free gifts?
All previously issued gift offers are considered void.
Q: Will you honour my weekly free slot play offers?
All previously issued weekly free slot play offers and promotions are considered void.
Q: Will you honour my weekly dining offers?
All previously issued weekly dining offers and promotions are considered void.
Q: My birthday was during the time you suspended operations, will you honour my offer?
All previously issued birthday offers are considered void.
Q: Will table games be available?
Yes, limited table games will be available. Each table game will have a limited capacity. Physical distancing measures and enhanced safety measures will be in place.
- Plexiglass barriers will be installed between the dealer and players at the tables.
- Hand sanitizer and hand wipe stations are readily available for use.
- Each table game position will be sanitized whenever a guest leaves their game.
- Players will be permitted to hold cards and chips.
- Craps is temporarily suspended.
Q. When will the buffet open and be back to normal?
Throughout the entire period that COVID-19 has been a public health concern, the health and safety of our guests and team members has been our highest priority, and we have uniformly supported all actions taken by provincial governments and provincial health authorities through this difficult time. Once those authorities provide direction that services like buffets can reopen, we will look to do so then.
Q. Why has your menu changed?
Throughout the entire period that COVID-19 has been a public health concern, the health and safety of our guests and team members has been our highest priority, and we have uniformly supported all actions taken by provincial governments and provincial health authorities through this difficult time. As a result, we have tailored our menus so they are consistent with these principles.
Q. Can I cash in my Lottery ticket?
Our lottery counter is currently closed. Please check with OLG on how to submit your claim.
What is Self-Exclusion?
It is a voluntary program that gives anyone the opportunity to take a break from gambling. Gaming Self-Exclusion means you will not be able to play at any slots, casinos, or resort casinos in Ontario (as well as PlayOLG.ca)
The decision to self-exclude is an important one. As part of Great Canadian Gaming Corporation’s efforts to support responsible gaming. Self-excluded individuals are not permitted to win prizes.
How long does self exclusion last?
You can choose the time that best suits you:
- 6 months
- 12 months
- Indefinite (take as long as you need)
No matter what term you choose, you will remain self excluded until you apply and are approved for reinstatement.
How to register for the Self Exclusion Program.
Phone to speak with our Security team members: 905-854-4053 ext 6301
Email our security team for details: firstname.lastname@example.org
What happens after I submit a request to reinstate?
Once your reinstatement request is received, you must wait a minimum of 30 days before being able to continue the reinstatement process. You will be required to complete a reinstatement tutorial. To reinstate at slots and casino sites or at Charitable Bingo & Gaming Centres, you must meet with a staff member prior to leaving the Self-Exclusion program.