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Frequently Asked Questions

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Join Encore Rewards

How do I become an Encore Rewards member?

To sign up for Encore Rewards, you'll need to visit your local Casino or Chances. Download the application form, fill it in, and bring it to guest services. Make sure you bring along a piece of Government issued photo ID with you. After you submit your form, you'll receive an Encore Rewards card right away.

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

Yes, your Encore card is valid at all casinos, Chances and community gaming centres in B.C.

My Account

Can I change my account information online?

Not at this time but if you need to change your information please contact BCLC Customer Support or visit guest services to update information such as home address, phone number, email address etc. Government issued photo ID is required. 

How do I access my account information?

You can access your account information online if you are registered for an online account or you can visit guest services at any BC casino or Chances location. If you do not have a My Encore online account, register for one here. All you need to register is your valid email address, date of birth, and Encore Rewards number. Through your My Encore account you will be able to sign in and view your points balance, activity and profile at any time. Your points information is updated every 15 minutes.

 

If you already have an online account, Sign In to view your Points balance.

What should I do if I get locked out during sign in?

If you make more than 3 unsuccessful attempts to sign in to your account you will be locked out for 15 minutes. Please wait 15 minutes and try again. If you have forgotten your password you can reset it here. If you are still unsuccessful and would like assistance please contact BCLC Customer Support.

How do I unsubscribe from receiving Encore Rewards mail and/or emails?

You may unsubscribe from receiving Encore Rewards mail and/or emails by either contacting BCLC Customer Support or visiting guest services at a gaming centre near you.

I’ve lost my Encore Rewards card. What should I do?

Please contact BCLC Customer Support right away.

PIN

Why do I need a PIN?

Your PIN allows you to redeem your points for free play. When you are at a slot machine or eTable game and want to redeem points or free play you’ll need to enter your PIN to confirm that this is your account.

How do I get a PIN?

You can set up a PIN at guest services. Government issued photo ID is required.

How do I change my PIN?

You can change your PIN at any guest services desk. 

Can I use my PIN at other casinos and Chances locations?

Yes, your PIN is valid at all casinos, Chances and community gaming centres across BC.

Earn 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.

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

Click here to learn which games you can earn Points at while you play.

My points balance seems incorrect. What should I do?

First, sign in to My Encore to view your updated statement and check all your activity and balance. Your points are updated every 15 minutes. If there are inconsistencies, please contact BCLC Customer Support immediately.

Redeem Points

How do I redeem point?

You can redeem points directly at a slot machine or eTable using your Encore Rewards card and PIN. Points can be redeemed at any casino, Chances or community gaming centre in B.C.

What is the minimum number of points that I can redeem at the gaming machine?

The minimum redemption amount is $5 (which is 1,000 points) however points can be redeemed at any value over $5.

What is the value of my points?

The points ratio is $1:200 points. That means for every 1,000 points you have a value of $5.

Can I receive cash for my points?

No, points or free play cannot be redeemed for cash or slot tickets. Points or free play can be redeemed directly at the slot machine or eTable for machine credits. Credits that are won are the only credits that can be cashed in.

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

Points or free play that is redeemed but not used is returned to your balance.

When do my points expire?

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

To see this information, log into your Encore Rewards account, go to My Encore then click the Statements tab. Under Statement Period, select the period you are looking for and under Points Category, select Expired Points. Your expired points will then display on the page.

Table Rewards

Can I earn rewards by playing table games?

Yes, when you play table games at participating casinos you will earn Encore Dollars that you can redeem for food and beverage vouchers.

What gaming facilities offer Table Rewards?

Table Rewards are offered at the following locations: Edgewater Casino, River Rock Casino, Starlight Casino, Grand Villa Casino, Hard Rock Casino, Cascades Casino, Fraser Downs Casino, Cascades Casino Kamloops, Lake City Casino Kelowna, Lake City Casino Vernon, and/or Lake City Casino Penticton. Visit a participating casino today to start earning Encore Dollars.

How do I earn Encore Dollars?

Encore Dollars are earned based on the type of table game, your average bet and how long you play. 

How do I redeem Encore Dollars?

To redeem your Encore Dollars, visit guest services. You will receive a voucher that can be used towards food and beverage at the location where the Encore Dollars were issued. Encore Dollars redeemed for vouchers will expire within 24 hours.

Do my Encore Dollars expire?

Encore Dollars are valid for 365 days from the time that they are earned when playing table games. Once you redeem your Encore Dollars for a food and beverage voucher, they will expire within 24 hours and can be used only at the site where the voucher was issued.

How can I check my Encore Dollars balance?

Visit guest services to check your Encore Dollars balance.

Free Play

How do I receive free play?

Free play is awarded during promotions, including direct mail, email, prizes, and other special offers. You can also redeem your points for free play at slots and eTables.

How do I redeem free play?

Free play can only be redeemed and played at a BC casino or Chances within the same gaming company where it was originally awarded, however, unused free play in your account that is older than 14 days will expire.

What is the minimum amount of free play that I can redeem?

Free play can be redeemed at any value with no minimum.

Can I receive cash for my free play?

No, free play cannot be redeemed for cash or slot tickets. Free play can be redeemed directly at the slot machine or eTable for machine credits. Credits that are won 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 your balance.

When does my free play expire?

Unused free play in your account that is older than 14 days will expire, unless stated otherwise.

Will my free play show on my Encore Rewards account?

No, only your points balance can be viewed on your EncoreRewards.ca account at this time.

I know someone that received an Encore Rewards offer that I didn’t. Why?

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

Promotions, Contests and Offers

What is the difference between Encore Rewards promotions and site promotions?

BCLC administers the Encore Rewards program, and sends members special offers from time-to-time. On the other hand, each of casino and Chances location in BC may offer special promotions specific to that venue, such as free slot play vouchers. Make sure you are aware of the conditions that apply to each promotion.

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

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

Can I give my Encore Rewards special offer, such as a slot play coupon, to my family or friends?

The offers you receive are non-transferable, unless otherwise stated on the offer. Guest services may ask you for picture ID to confirm your identity before issuing you a slot play coupon.

Membership Levels and Points

How is my membership level determined?

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 Rewards 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.

Will I keep my membership level forever?

No, membership levels are determined based on your amount of play every 6 month period. It is refreshed every May and November. 

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.

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, one (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.

Privacy

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.

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 view our Privacy Statement on bclc.com.

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

If you don’t want your name shown on the touch screen at the slot or e-table, you can visit Guest Services to change your privacy settings.

Voluntary Self-Exclusion (VSE)

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. Learn more about Voluntary Self-Exclusion or visit our GameSense booth in any Casinos BC and Chances location.