COVID-19 Update


As we all tackle the days and weeks to come we want to be sure we address your concerns/questions related to how the temporary closure will impact you. We will be updating these FAQs frequently so please check back for more information.

What will happen to my points?
No points or tier points will expire during temporary closure.

I can’t earn tier points during this time; how will that effect my tier re-qualification?
We will adjust the qualifying period relative to the amount of time we are not open.

What will happen to my Free Play, Match Play, Savings FUNd and Dining offers?
All future offers will not be affected by the temporary closure. Offers will still be sent based on play, pending further direction from NYS on reopening of all New York Casinos.

What about my current gift offers?
We will be rescheduling gift giveaways as soon as possible and qualified guests will be notified.

What about March promotions?
All March promotions are cancelled due to temporary closure. Any entries earned in the March promotions will be transferred towards future promotions and all qualified guests will be notified.

What about the Progressive Payout Promotion?
With the cancelation of this month’s Progressive Payout, we will add the additional $10,000 to the prize total for the coming month and continue as usual.

I have a betting ticket from the Draftkings Sportsbook at del Lago, how do I get a refund or cash out my betting slip?
Betting slips can be refunded or cashed in after we reopen. Winning betting slips can be mailed to del Lago for processing as the back of the slip instructs but due to our temporary closure, they can not be paid out until our property re-opens.

I need to access my win/loss statement?
You can access your win/loss statement through the player portal at 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 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 after we re-open.

What is being done with all the food from the restaurants?
All food is being donated to local community partners.

I have a question related to a Bus Group booking or reservation?
Please contact our Bus Marketing Manager at [email protected].

I have a reservation (hotel/spa/dining), when and how will I know if it has been cancelled?
Guests will be notified by the e-mail on the reservation any updates to their reservation. No penalties or fees will apply for cancelations related to our temporary closure. Those with reservations will be contacted in a timely manner prior to their reservation date.

I have a special event or meeting booked, when and how will I know if it has been cancelled?
Those that have special events or meetings that have been impacted by the temporary closure will be contacted by our Group Sales team. Any questioned related to future group sales events can be brought to the attention of [email protected] for further detail.