Frequently Asked Questions

ONLINE RESERVATIONS HELP

About Our Reservation System

HOW DOES BOOK YOUR PLAY SESSION WORK?
Booking your play session is a mandatory requirement if you would like to enjoy a play session at our casinos. Our online reservation system can be found on our website prior to open. This reservation system allows you to choose when you would like to book your play session. Upon completion of the reservation – you will be sent a QR code as confirmation – please print or download this on your phone. This must be presented upon arrival at the casino along with government issued photo identification in order to enjoy your play session. Please be sure to arrive 15 minutes prior to your session to allow for check-in time.

WHAT IS A QR CODE?

A QR Code, or quick response code, is a code that is quickly readable by a cell phone’s camera. It is used as a barcode label and consists of an array of black and white squares.

WHY DO YOU HAVE A RESERVATION SYSTEM?
Given the specific measures that need to be implemented in our establishments, the RSVP reservation tool will optimize the experience for all visitors. Also, for everyone’s safety, this tool will make it easier to control traffic and maintain physical distancing.

 

WHAT IS EACH ESTABLISHMENT’S CAPACITY?
50 guests maximum at any given time.

 

HOW EARLY CAN I BOOK A PLAY/VISIT SESSION?
Please visit the RSVP reservation tool to see available dates and times.

 

DO PLAY SESSIONS/RESERVATIONS HAVE AN END TIME?
Yes, all bookings end after 2 hour periods. For example, if your play session is 10AM-12PM then your session ends at 12PM. Please be aware each session requires a checkout and checkin process. We have allowed for 2 hours in total, per session, to include processing and checkin time. (I.e. If you checkin at 10:15am for the 10:00am session, you would have 105 minutes remaining in the session)

Help Making A Reservation

BOOKING RULES

  • Booking Name: bookings must be made under the correct name of the guest using the play session. Multiple sessions for the exact same time cannot be held under one name. I.e. John Doe and Mary Doe
    • Email Address: email address used cannot be used for multiple players.
    • Reservations with the same name, email or modification of either will be cancelled.
    • Name on the reservation MUST match your valid government ID upon check – it WILL NOT BE HONOURED.

HOW DO I BOOK A SESSION?

Details Here

WHY DO I NEED AN EMAIL ADDRESS?

As part of our mandate to open and operate our business under the governments Covid-19 regulations we are required to maintain a contact tracing system. This is to ensure we can validate and communicate with you, and our large guest base as quickly as possible should an outbreak occur.

 WILL YOU EMAIL ME PROMOTIONAL OFFERS?

This system is independent and not connected to our Loyalty Rewards program. Information entered in the reservation system is only used to confirm a play session, send confirmations and us for contact tracing. If you would like to provide email consent to your account please visit our rewards desk.

 

THE SYSTEM WON’T ACCEPT A SECOND BOOKING WITH MY SHARED EMAIL ADDRESS – WHY?
Our reservation system requires a unique email address to be used for each play session as part of our contact tracing efforts. Guests will not be permitted to share an email address and book within the same session.

I Didn't Get My Confirmation Email

I DIDN’T RECIEVE MY PLAY SESSION CONFIRMATION OR QR CODE, OR I LOST THEM. WHAT DO I DO?

Three could be a few reasons why you haven’t received your confirmation:

  • Check to see if the booking confirmation email is in your junk or promotional mail folder. If it isn’t there, a staff member onsite will be able to retrieve your booking, if necessary.
  • You have mistakenly entered in the wrong email address. A staff member onsite will be able to retrieve your booking, if necessary.
  • Your email address cannot be authenticated by our reservation system. Our reservation system verifies each email address through its provider to ensure the bookings are legitimate and not online spammers. A staff member onsite will be able to review your booking

**Please be aware if the reservation does not meet the necessary criteria we cannot guarantee a reservation. You will be processed with our walk-up guests.**

Cancel or Change My Reservation

CAN I CHANGE MY PLAY SESSION TIME THAT WAS BOOKED?
Yes, but to do so, you need to cancel your original reservation and make a new one. We suggest that you book a new visit before cancelling the first one, to make sure you have a spot at the new time. A link allowing you to cancel your booking will be provided in your confirmation and reminder email.

CAN I BOOK MORE THAN ONE VISIT/PLAY SESSION ON THE SAME DAY OR BOOK FOR MORE THAN ONE DAY?
Yes, since all bookings have an end time, your visit ends when your 2 hour session booked time ends, freeing up space for the next block of guests who booked their 2 hour session. Depending on available times, you can book more than one visit for the same day if you plan on leaving between visits. There is no restriction on the number of visits booked over more than one day, consecutive or not.

Should you be checked in and wish to extend your play for another session, you can simply book the next play session using your same credentials provided there is availability. Proceed to the checkin area. Allow time within your 2 hour sessions for checkin and processing.

 

WILL IT BE POSSIBLE TO BOOK A VISIT/PLAY SESSION BY PHONE?
Due to the high number of bookings expected, booking a visit online through the user-friendly RSVP tool is the only option at this time. If you’re having trouble booking your visit or if you don’t have access to a computer, tablet or smart-phone, we will accept standbys at the casino, however, reservations will be prioritized.

No Reservation / No Sessions Available Online

WHAT IF I DO NOT MAKE AN ONLINE RESERVATION AHEAD OF MY VISIT?
Guests who do not have a pre-booked reservation can walk-up / arrive at the casino and manually register with an onsite representative for the next available play session for that day. You will be required to provide the same contact information as indicated in the above online process. We do not have a call-in option available at this time. Walk-up and online reservations are based on availability. We are able to work with no shows, cancellations and guests ending their session early to allow walk-ups.

All guests entering the casino must have a reservation, which includes your contact information. Per Ministry of Public Safety orders, we are required to ask you for your first and last name and a phone number or an email address so that Public Health Ontario can easily and quickly get in touch with you in case you have come into close contact with a person who has contracted COVID-19. Upon check-in at the casino, you will be required to provide valid government-issued photo ID that matches the reservation.

 

WHAT WILL HAPPEN IF I SHOW UP WITHOUT A BOOKING?
We will accept walk-ups at the casino, however, reservations will be prioritized. To ensure traffic management, you’ll be registered in the RSVP system upon your arrival upon availability. Every person must be registered in the system before they can enter. Each play session lasts up to 2 hours each. Each session requires a checkout and checkin process. We have allowed for 2 hours in total, per session, to include processing and checkin time. (I.e. If you checkin at 10:30am for the 10:00am session, you would have 90 minutes remaining in the session).We are able to work with no shows, cancellations and guests ending their session early to allow walk-ups.

 

 

 

WHAT WILL HAPPEN IF A PERSON SHOWS UP AT A DIFFERENT TIME THAN THE ONE THEY BOOKED OR DOESN’T SHOW UP AT ALL?
We understand that a mistake or something unexpected may occur; however, with only 50 people capacity at one time, whenever possible, we will try to accommodate the guest.

Other Troubleshooting & Questions

WHY ARE NO COMPANIONS ALLOWED PER GUEST BOOKING A VISIT?
To respect the maximum capacity of 50 people per 2 hour session set for our casinos, we can’t allow a booking for more than one person.

 

WILL IT BE POSSIBLE TO CHOOSE A PARTICULAR SLOT MACHINE GAME IN THE CASINO?
No, when booking your visit at casinos in Ontario, you’ll need to select a date and time for reservation only.

 

CAN I MAKE A RESERVATION FOR YOUR RESTAURANT?
No, all food and beverage amenities will remain closed including complimentary on-floor beverage service and self-serve stations.

OTHER QUESTIONS

1 Health & Safety Guidelines

Q: WHAT SAFETY MEASURES WILL YOU TAKE UPON RESUMING OPERATIONS TO PREVENT THE SPREAD OF COVID-19?

The health, safety and well-being of our guests and employees is our top priority. We have developed a comprehensive health and safety plan for all our sites so that you have peace of mind when playing at our properties. You can find more details on these plans located here.

DOWNLOAD PDF

Q.WHAT CAN I EXPECT FROM A GAMING EXPERIENCE?

We currently have slot machine product only- no other onsite amenities. It will be mandatory that all guests have booked a play session prior to arrival. This online reservation tool will located on our main page.

Due to the current heightened health and safety guidelines – our Food & Beverage outlets will remain closed.

Elements Rewards Program

Q. REWARDS DESK HOURS?

12pm to 10pm Daily.

 

Q. HOW HAS THE CLOSURE AFFECTED THE LOYALTY PROGRAM?

The Loyalty Rewards tier status that you had prior to our casinos closing will remain intact. Loyalty points and existing free play balances on your account will not be expired.

Promotional offers such as slot play or match play and gifting offers issued prior to our March 16, 2020 closure are considered void.

 

Q. Will you honour my offers for free gifts?

All free gift offers prior to March 18,2020 are considered void.

 

Q. Will you honour my weekly free slot play or dining offers?

All weekly free play  and dinig offers and promotions prior to March 18, 2020 are considered void.

 

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?

Currently all shuttle bus operations are not available. Please continue to visit our website or rewards counter for updates.

Q. Will I still qualify for promotional offers by mail and email upon resumption of operations?

All Elements Casino Gaming promotional offers are based on a specific eligibility criterion over a time period. The eligibility criteria for offers will not include the period of time the casinos were closed.

 

Q. Will my rewards points, resort comps, and free play balances expire?

No, rewards points, resort comps and free slot play balances will not expire. Now that the casinos are open the clock will start again.

Self Exclusion Program

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.

How to register for the Self Exclusion Program.

Phone to speak with our Security team members: 519-752-5504 ext 7856

Email our security team for details: reinstate@elementsbrantford.com 

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.

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.