Reopening FAQ'S - del Lago Resort & Casino | Seneca County, NY Reopening FAQ'S - del Lago Resort & Casino | Seneca County, NY

Reopening FAQ's

We will be updating these FAQs frequently so please check back for more information.

  • What about November Promotions?

    We apologize for any inconvenience, but due to the recent New York State mandate we will be canceling the following evening promotions:

    Moolah Multiplier Drawings

    • Saturday, November 14, 21 and 28, 2020


    Progressive Payout Drawing

    • Friday, November 27, 2020
  • When will you be reopening?

    We reopened on Wednesday, September 9th, 2020.

  • What are the new Hours of Operation?

    Our new hours of operation are:
    Daily | 8AM-10PM

    With the phased reopening, we will have adjusted hours of operation to ensure we have time to disinfect and deeply clean each day. Hours may be changed as we received updated guidance.

  • What amenities will be unavailable during the initial reopening phase?
    • Poker Room
    • Select Table Games
    • Spa & Fitness center
    • Portico by Fabio Viviani
    • Farmer’s Market Buffet
    • The Galleria
    • The Vine Showroom
    • VIP Suite
  • What services will be unavailable during the initial reopening phase?
    • All self-serve beverage areas
    • Property provided transportation
    • Scooter rental
    • Coat Check
    • Hotel business center
    • Valet
  • When will all the restaurants open?

    At the time of reopening, select menu items from DraftKings Sportsbook will be served in the The Vine Showroom (accessed through the Sportsbook), The Sociale Cafe & Bar, Laughing Buddha Noodle Company, Ciccino’s and Smash Burger will be open with adjusted times and limited seating. Additional outlets will open soon as we expand our amenities. No food or beverage will be allowed or sold on the gaming floor.

  • What steps is del Lago Resort & Casino taking to ensure guest and team member safety?

    del Lago Resort & Casino has instituted our Extra Care Program, a comprehensive set of procedures and protocols designed to provide a safe and comfortable environment for guests and team members. Details can be found here.

  • What is the mask policy at del Lago?

    Per state guidance, all team members and guests must always wear a mask once on the property. Guests may be asked to lower their masks briefly, upon entry and other locations as needed, for ID verification.

  • How can I enter del Lago?

    Initially, we will be opening two of our entrances, this will change as we add additional amenities and gaming positions.
    Open: Main Entrance (West facing)
    Open: Parking Garage Entrance
    Open: Hotel Entrance
    Not Open: South Entrance (near Poker Room & Buffet)
    Not Open: Bus Entrance (East facing)

  • Will table games be open?

    Select Blackjack and Baccarat tables are now open during regular business hours. Roulette and Three Card Poker are available with limited seating and only during certain times of day. Additional tables will reopen during upcoming phases. We are working diligently to allow for the safe and compliant reopening of our table games products.

  • Will DraftKings Sportsbook reopen?

    Yes, DraftKings Sportsbook at del Lago is open. Additionally, DraftKings Sportsbook wagering kiosks have been placed across the casino floor to allow for wagers to be placed outside of the physical sportsbook.

  • What does 25% of occupancy mean?

    In accordance with state guidance, del Lago Resort & Casino is allowed to reopen with 25% of its gaming floor occupancy which is approximately 1,700 guests and team members.

  • Will there only be 25% of Slot Machines available?

    No, the number of gaming positions will be limited by the number of gaming positions we can provide while maintaining physical distancing of 6 feet or machines separated with a physical barrier. We will have about 50% of our games available for play.

  • How will tier status qualification work?

    Due to the closure and disruption of our amenities, we will be extending everyone’s current tier status through June of 2021. The new qualification period will be January 1st through June 30th of 2021. If you qualify for an upgrade in Status you will be moved to the new tier immediately.

  • Will I lose my points now that the property is open?

    When the property was closed, we suspended accounts from becoming Inactive which also kept points from falling off accounts. Now that the property is open, accounts may once again become inactive. The closure period WILL NOT COUNT towards inactivity. Inactive means an account has not been used (card used with play) for 180+ days.

  • Will I receive Free Play, Match Play, Savings FUNd, Hotel, and Dining offers?

    Offers will begin to arrive, based on play prior to the closure. The period we were closed will not impact your offers. As part of our phased reopening, we will bring back offers as our property continues to safely bring back gaming positions, amenities, and entertainment.

  • Will offers I had received prior to the closure be valid?

    Free Play, Match Play, Dining, Hotel, and Entertainment offers that were valid at the time the property closed will not be reissued. Any pending Gift Offers will be honored, and we’re working on a safe and responsible way to begin our gift programs for qualified guests.

  • What about March promotions?

    Any earned entries for March Promotions that were cancelled due to our closure will be reissued to guests for future promotions of the casino’s designation and guest will be made aware through mail, email, and/or the del Lago Resort & Casino App.

  • Can I make a future Hotel Reservation?

    Hotel Reservations are now available for booking.

  • When will Bus Groups start again?

    Bus Charters will not be allowed at this time, for further inquiries you can contact [email protected]

  • I need to access my win/loss statement?

    You can access your win/loss statement through the player portal at dellagoresort.com 24/7 or e-mail [email protected] to request more information.

  • What entertainment shows are being rescheduled or cancelled, and how will I know?

    We will notify all who purchased tickets through dellagoresort.com or the Vine Box Office by e-mail of any show updates. If the show is postponed, your current ticket will be valid for the new date. If a refund is requested for a rescheduled or cancelled show because you cannot attend the new date, a credit card refund can be processed but cash sale refunds will only be available up to 30 days after we reopen. Contact [email protected] for more information.

  • I have a special event or meeting booked, when and how will I know if it has been cancelled or rescheduled?

    Those that have special events or meetings that have been impacted by the temporary closure will be contacted by our Group Sales team. Any questions related to future group sales events can be brought to the attention of [email protected] for further detail.