Frequently Asked Questions

  • How was my membership level decided?

    • Membership levels are determined by the amount of points you have collected over a 6-month period. Based on your accumulated activity, your membership level can increase every month, but can only decrease every 6 months. Program anniversary dates run November 1 (based on play from May to October) and May 1 (based on play from November to April).

  • How many points are required for each Encore Diamond membership level?

    • Diamond: points required = 0-7,499

    • Double Diamond: points required = 7,500 - 44,999

    • Triple Diamond: points required = 45,000+ 

  • Can bonus points be calculated towards my membership level status?

    • No. Bonus points, promotional points, multiplier and direct mail offers do not affect your membership level. Only your “coin in” at the machine leads to your membership level. However, all points are eligible for free play.

  • How do I move up a membership level?

    • Depending on your amount of play, you may be upgraded to the next membership level at the end of that month. All membership levels offer great benefits. Based on level of activity, your membership level can increase every month, but can only decrease every 6 months.

  • Why was I moved down a membership level?

    • If your level of play is reduced over the 6-month period, you will be moved to the appropriate membership level. There are great membership benefits regardless of your level.

  • Will I get advanced warning that my membership level is changing?

    • Yes, you will be notified via direct mail and/or email that your membership level is changing. The online member site will also provide your exact membership level standing.

  • Why are you changing the program?

    • We asked BC Gold members what we could do to make the program more relevant and engaging for them. Based on your feedback and suggestions, we created the new Encore Rewards program.

  • Do I have to trade in my old Encore Rewards card to get the new one or if I move membership levels?

    • In order to take part in all the exciting new changes and benefits available through the Encore Rewards program, we encourage you to do so. It will only take a few minutes to switch you over to the new Encore Rewards card.

  • How is this different than my BcGold Encore card?

    • The Encore Rewards program is more engaging for players. Based on player feedback and suggestions, we created the new Encore Rewards program. With the new Encore Rewards, you earn: 1 point for every $1 you play at slots · 1 point for every $5 you play at electronic Blackjack and Baccarat · 4 points for every $5 you play at electronic Roulette and electronic Poker· $5 of FREE slot play for every 1000 points redeemed

  • Can I still receive cash for points?

    • Points are now redeemable for free play so players will receive a slot play voucher instead of cash.

  • If I play out my points, does this affect my membership level?

    • No. Your membership level is determined by your “coin-in” at the machine and does not change based on what you redeem for free play.

  • My points seem incorrect. What should I do?

    • Log in to the member site at EncoreRewards.ca and check all your activity and balance. Your points are updated by 2:30 p.m. PST the next business day. If there are inconsistencies, immediately email BCLC Consumer Services from the member site or call toll-free at 1-866-815-0222.

  • Do you share my information with the government?

    • BCLC does not give or sell your personal information to any 3rd parties. In some cases, we share your personal information with other companies to provide services on our behalf. In those cases, we only provide them with the information needed to perform those services and also require them not to share your information with anyone else. For more information visit our Privacy Charter on bclc.com.

  • I’m a Voluntary Self-Excluded member, am I eligible to join?

    • No, BCLC does not offer any points programs or mailings to any VSE patrons. For more information please visit our GameSense booth or call BCLC Consumer Services toll free at 1-866-815-0222.

  • To get to Double Diamond Member status at 7,500 points, does that mean I have to spend $7,500 on slots out of my pocket?

    • No. 1 point for every $1 of slot play includes the initial spend plus any slot play wins accumulated and then played on a slot machine. 
      For example, if you put in $5 and spin 5 times at $1 each, you have earned 5 points.  If you win $10 during those spins and continue to play, you now have played an additional 10 spins at $1 each.   This will earn you 10 more points.  In this example, you put in $5 but earned 15 points.

  • I’m new. How do I become a Encore Rewards Member?

    • Simply fill out an application form at any BC Casino or Chances Guest Services desk and present your valid government issued I.D. Once you’ve completed the application, you’ll receive your new card and can begin enjoying exclusive member privileges.

  • What does BCLC have in place to ensure my personal information is secure?

    • All customer information is stored in a highly secure database. Security measures such as encryption, file integrity monitoring and auditing are used to provide a multi-layered defense system for protecting our players' personal and transactional data.

  • Why does my friend or spouse receive an offer that I don’t?

    • Different offers are sent to Encore Rewards members who meet particular conditions, such as number of visits, that qualify them for a campaign.

 

Encore Rewards member site questions

  • How do I access the member site to view my account information?

    • If you’re a current Encore Rewards member, all you need is your valid email address and Encore Rewards number to register for your online account.  

  • What should I do if I get locked out of my account? 

    • If you make more than 3 unsuccessful attempts to register for your account you will be locked out for 15 minutes.  Consumer Services will not be able to unlock your account.  Please wait 15 minutes and try again, if still unsuccessful please call Consumer Services. 

  • When does my information and points show up on the member site?

    • The site will be updated by 2:30 p.m. PST on the next business day.

  • Is there a Chinese version of the member site?

    • This is not currently available. We will let you know when the Chinese version is available.

  • My spouse and I have separate Encore Rewards accounts, can we share the same email address in order to access the member site?

    • No.  In order access your Encore Rewards account, each member requires a unique email address.  You can update your shared email address to a unique one by calling Consumer Services or by visiting Guest Services on your next visit. 

  • Can I change my account information online?

    • You are able to update your email address and notify us online to update basic information such as home address, and phone number.

 

Electronic games

  • In addition to slots, which electronic games are eligible for collecting points?

    • As of June 1, 2011, points can be collected on Electronic Baccarat, Electronic Blackjack, Electronic Poker and Electronic Roulette.

  • When will other games be eligible for collecting points?

    • At this point, we are not able to provide dates for adding other games to the program.

  • Why do I earn points at a different rate on electronic table games than I do on slot machines?

    • The Encore Rewards program includes changes in points earned for different types of game play.  These changes were a result of a review of slot and electronic game categories - and creation of a fairer reward scheme that reflected differences in payouts.

 

Contests

  • I’m a Double Diamond member; does that mean I receive double the contest entries for all Casino, Chances and BCLC promotions?

    • Double Diamond members receive double entries for all BCLC promotions and 5% bonus points added every month. Rules for all property-run contests are determined by the individual casino or Chances location.

  • Why does BCLC run these campaigns?

    • Our goal is to continually improve the players experience in all our BC Casino and Chances facilities. These special members-only promotions, events, and discounts reflect BCLC’s goal to offer fun and exciting gaming entertainment to British Columbians aged 19 and older.

Slot Play coupon

  • Can I give my coupon to my family or friends?

    • The coupon you received is non-transferable. Guest Services may ask you for picture ID to confirm your identity before issuing you a slot play coupon.

 

New Rewards System Frequently Asked Questions

Account Access

  • How do I access the New Rewards System?

    • You can access the New Rewards System by inserting your Encore card in the slot machine and using the new touch screen. However, you must have a PIN to access your account balances at the machine.

  • How do I get a PIN?

    • You can set up a PIN at Guest Services. Photo identification is required.

  • Can I use my Encore card at other Casinos and Chances locations?

    • Yes, your Encore card is valid at all Casinos and Chances locations, even if a site doesn’t have the New Rewards System. However, you will not be able to use your PIN at sites that don’t have the new system.

  • Can I use my PIN at other Casinos and Chances locations?

    • Yes, but only if the site has the New Rewards System.

  • How do I prevent other people from viewing my name on the touch screen?

    • If you don’t want your name shown on the touch screen, you can visit Guest Services to change your privacy settings.

Earning Free Play or Points

  • How do I collect Points?

    • Points are awarded with every dollar played on slots and e-table games, plus any monthly Double Diamond or Triple Diamond membership level bonuses. Points cannot be earned during bets from Free Play.

  • Can I collect Points if I don’t have a PIN?

    • Yes, you collect Points when playing with your Encore card, whether or not you have a PIN.

  • How do I receive Free Play?

    • Free Play is awarded during promotions, including direct mail, prizes, and other special offers.

  • Will my Points and Free Play balances show on my EncoreRewards.ca account?

    • No, only your Points balance can be viewed on your EncoreRewards.ca account.

Redeeming Free Play or Points

  • How do players redeem Points or Free Play?

    • With the New Rewards System, a player’s Encore Rewards account includes two balances: Free Play and Points. Players can now redeem Free Play and Points directly at a slot machine or e-table. Players use their Encore card and PIN to complete this function.

  • Can I use my Free Play at any Casino or Chances location?

    • No. Free Play can only be redeemed and played at a Casino or Chances within the same gaming company where it was originally awarded.

  • Can I use my Points at any Casino or Chances location?

    • Yes. Players can redeem their Points directly at the slot machine or e-table game for game credits at any Casino or Chances location with the New Rewards System.

  • What is the minimum number of Points or Free Play I can redeem at the gaming machine?

    • Free Play and Points can be redeemed in increments as small as $1 and higher denominations, depending on the game.

    • Players must redeem a minimum of 200 Points ($1 value) or $1 Free Play on a $1 machine.

    • Players must redeem a minimum of 400 Points ($2 value) or $2 Free Play on a $2 machine.

  • Can I receive cash for my Points or Free Play?

    • No, Points cannot be redeemed for cash or slot tickets. Points can be redeemed directly at the slot machine or e-table for machine credits at locations with the New Rewards System. Credits that are won by a player are the only credits that can be cashed in.

  • What happens to Free Play that I redeem, but don’t use?

    • Free Play that is redeemed, but not used is returned to a player’s Free Play balance.

  • What happens to Points that I redeem, but don’t use?

    • Points that are redeemed, but not used are returned to a player’s Points balance.

  • When do my Points expire?

    • Unused Points in your account that are older than 365 days will expire.

  • When does my Free Play expire?

    • Unused Free Play in your account that is older than 14 days will expire, unless stated otherwise.

  • Should I play from my Free Play or Points balance?

    • Play from your Free Play balance first. Free Play expires after 14 days; you have 365 days to use your Points. Redeem only the amount of Points that you plan to play at a specific slot machine.