FREQUENTLY ASKED QUESTIONS

Have a specific question or need further details not displayed here? Please utilize our Online Contact Form.

Players club

Will a PIN number be required to use my Passport Rewards?

No.

Am I able to use my Passport Rewards online to purchase tickets to concerts?

No.

Is there a minimum amount required to use my passport rewards?

Not at our Retail outlets. However, the minimum requirement for game download is set to $5.00

If I am at a POS and have Passport Rewards available but I want to use a comp, will it use the comp amount 1st?

Yes, if requested that way.

Will I be able to use my PR for alcoholic beverages if I am at a food outlet?

No.

Will I be able to purchase tobacco from the Gift Shops with my PR?

No.

How do I know what I have available?

You can check your balance at any Players Club or at any electronic game.

How do I use them?

Simply present your WinStar Club Passport Card and ID to the cashier at the time of payment.

Do I just hand my card wherever I want to use it?

Yes, along with your valid ID.

What if I lose my card and someone else finds it? Will they be able to use it?

Yes. However, we do require proof of ID at the time of each transaction. If you lose your card, please contact a Players Club desk immediately.

Where do I go if I lose my card?

Any Players Club desk can issue you a new one.

Will my Passport Rewards transfer to my new card?

Yes, your balance is associated to your account number and not your card.

What is the difference in Comps versus Passport Rewards?

Comps are issued through the Host or Players Club desks. Passport Rewards is the balance displayed at the game available on your account. Passport Rewards are non-cashable, non-transferrable Rewards. They consist of Rewards earned through game play and/or direct marketing offers.

Can I pay with part Passport Rewards and part Cash?

Yes.

Where can I redeem my Passport Rewards?

Passport Rewards are redeemable at:
o Any Food outlet
o Golf Course for Tee Times & Pro Shop
o Gift Shops: Le Fleur, Cloverleaf and Essentials
o Spa Habitat (Purchases of any Product or Service
o The Grill Winning Picks, Aces Lounge (Orders not including Alcohol).

Is there a limit on how much I can spend in Passport Rewards at one time?

No, they are your Rewards valid for you anytime.

What happens if I do not spend all the reward cash?

They remain as part of your account balance until you have 365 consecutive days with no rated play activity.

Can my other family members get it for me because I cannot get in?

All Rewards must be redeemed in person with a valid ID. For the privacy and security of our guests, we only allow the patron whose name is on the account to access the account.

*Funds cannot be used to purchase alcohol or tobacco products at any location.

*Funds cannot be used for gratuity at any location.

*Funds cannot be used at the Legend’s Grill located at the golf course

*Funds cannot be used for beverages (Both alcohol & non beverages) purchased while on the golf course.

*Funds cannot be used to purchase alcohol or tobacco products at any location.

*Funds cannot be used for gratuity at any location.

*Funds cannot be used at the Legend’s Grill located at the golf course

*Funds cannot be used for beverages (Both alcohol & non beverages) purchased while on the golf course.

General info

Are there smoke-free areas??

Currently, the Global Event Center and Poker Room are the only smoke-free areas at WinStar World Casino.

Can you bring pets into the Casino?

With the exception of disability assistance pets such as seeing-eye dogs, pets are not allowed at WinStar World Casino for the safety of other patrons.

Do you have a shuttle (transportation) to and from Gainesville, the Train Station, or any other hotel?

We're sorry! At this time we do not offer transportation to or from this location. Please use our contact us page to request updated information on our shuttle routes and schedules.

Do you have coupons, discounts, packages, Birthday Specials, and Gift Certificates?

We offer exciting packages and specials to our valued Player's Club patrons. Are you ready to take advantage of a world full of rewards? Please visit our Players Club section.

Do you have wheelchairs?

WinStar World Casino is an Americans with Disability Act compliant establishment and our patron's comfort is of top priority. To ensure a safe and inviting gaming floor, wheelchairs are readily available for check out in our valet area.

Do you serve alcoholic beverages?

We have full bar capabilities throughout our gaming floor with a wide variety of adult beverages.

Does the Casino have a cover charge? What are the hours of operation?

WinStar World Casino is open to the public at no charge 24 hours a day for you to enjoy 500,000 square feet of pure gaming excitement and a whole new world of winning! So what are you waiting for?

How do I get on your mailing list?

Players Club Members who qualify through their play receive monthly mailers and special offers. If you would like to receive exclusive offers, visit our Players Club section and JOIN US TODAY!

How old must you be to play at the Casino?

Due to State and Federal Gaming Regulations, you must be at least 18 years old to enjoy any of the casino games. If you do not meet the minimum required age, you are still able to enjoy any of our amazing restaurants and our Global Event Center, if accompanied by an adult.

What are bus routes/schedules?

We currently have Bingo bus coordinators serving the following Texas areas: Fort Worth, Houston, McAllen, Laredo, San Angelo and San Antonio. Please contact the Bus Department for bingo coordinator information. 1-800-622-6317 ext. 20234 or email tina.harris@chickasaw.net

What is your physical address?

Our address is:
WinStar World Casino
Exit 1, I-35 North
Thackerville OK, 73459

Who do I contact for Media/Interview requests?

WinStar World Casino officials receive numerous media requests each month. Whether it’s a story about the casino’s continued economic impact or a feature on one of the artists performing inside the Global Event Center, we want to ensure members of the media get all the information needed in the most efficient manner possible. Listed below is contact information for Koch Communications, our public relations firm that oversees media relations for the casino. Someone with the firm will contact you in a timely manner and assist with your media/interview requests.

Koch Communications
330 NW 10th, Suite 200
info@kochcomm.com
(405) 418-4433

Gaming

Do you have...? (specific name of game)

We are always bringing new exciting games to you. Please visit our gaming section for information on games currently available. If you have questions regarding a specific game, please visit our contact us page and we will happily answer your gaming questions.

How do I obtain a win/loss statement?

You can view our Players Club page and login using your Players Club login information to access Win/Loss statements.

What are rules for...promotions, poker table games, etc.?

To maintain our World of excitement, we are constantly developing new games and promotions. For more information please visit our gaming section or contact us page to request specific rules and regulation on your game or promotion of choice.

What forms of ID do you need for a Jackpot payout?

In order to collect a jackpot payout, you must present a valid Government issued photo ID, such as a driver's license, passport, military ID or alien registration.

What is the process for paying out Jackpots?

Payouts for any jackpot up to $20,000 are handled through our gaming floor Hosts and paid immediately. If your jackpot exceeds $20,000, you will receive the remaining portion of your winnings in the form of a check within 7 to 10 business days.

Promotions

Do I have to use the WinStar Club Passport Card to be entered into Promotions?

Yes, all promotions require you to be a WinStar Club Passport Card member.

Do I use my Passport Card when playing the EG Tournaments?

No, you do not have to use your Passport Card when playing in the EG Tournaments.

Do the Promotions require you to be present to win?

Yes, all promotions require you to be present to win.

How do I receive special offers through mail or email?

The benefits of your WinStar Club Passport Card account extend to promotional mailings, direct mail and email offers, based on your level of play, as well as discounted or complimentary rooms. Use your card every time you play to enjoy maximum rewards.

How long do promotions last?

Our standing promotions, Guys Night and Ladies Night is from 6pm to 11pm.  Our special promotions vary; special promotions can last as long as 8 weeks.

Is there an amount of entries you can earn per day?

No, there is not a limit on entries.

What are points and how do they work?

Earn points by using your WinStar Club Passport Card whenever you play any Electronic Game.  Earning points will allow you to earn entries into our promotions. WinStar World Casino Rewards are quick, easy and accumulate quickly!

Where is Senior Breakfast located?

Senior Breakfast is located in the Gran Via Buffet. Gran Via buffet is located in the Madrid Gaming Plaza.

Dining

Do I need reservations to your restaurants?

Here at Winstar World Casino, we have excellent choices in dining. If you would like to make a reservation, you may do so in person. We are also working hard to provide our customers with new options including an online reservation capability in the near future.
Bon Appétit!