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Frequently Asked Questions

Last Updated: April 1, 2020 4:50 p.m. PST.

Are Caesars resorts still open?

No--Caesars Entertainment Corporation has temporarily shut down its casino properties in North America.“It has become clear that we must take this extreme action to help contain the virus and protect the safety and well-being of our team members and guests,” said Caesars Entertainment CEO Tony Rodio.

Caesars looks forward to welcoming back team members and guests as soon as appropriate. Caesars recognizes the disruption that these property closures will have on team members and is committed to helping employees manage the impact.

When will they reopen?

Caesars Entertainment resorts will reopen at various dates in accordance with the governmental and tribal council orders. Las Vegas resorts will be closed through at least April 30, 2020. Reopening dates may be subject to change. Please check caesars.com/updates for the latest information.

What about my hotel reservation in that window of time?

All hotel reservations during the closure period will be cancelled automatically. Any prepayments will be refunded. Please visit caesars.com/book/my-reservation for more information.

What about my sportsbook wagers?

In response to official game and/or tournament cancellations, Caesars Sportsbooks will refund any associated wagers. “Futures” wagers will remain active until the leagues issue guidance on how currently suspended seasons will conclude. For refunds on wagers made in-person at a Sportsbook, please refer to the back of the ticket for mail-in instructions. If the wager was made on a sports betting mobile app, the refunds will automatically be returned.

What about ticketed shows?

All ticketed live entertainment held in Caesars Entertainment venues in Las Vegas are suspending performances through at least April 30, 2020. For venues outside of Las Vegas, please visit those individual resort pages at Caesars.com. Refunds and exchanges for affected dates are available as follows:

  1. If you have a postponed event, hold on to your ticket. It will be valid for the new event date, once announced. Or you can login to your Ticketmaster.com account on desktop or mobile/app and use the self-service refund option for a refund. Due to the high volume of calls, we highly encourage the self-service option. If you call customer service, please expect over an hour wait time at a minimum. 
  2. All canceled events will be mass refunded. Due to the high volume of event change requests, it will take up to 30 days to process. 
  3. If you have purchased your ticket from a sales channel other than Ticketmaster, please contact your original point of sale for a refund.

We are taking these bold measures now and look forward to welcoming guests back to enjoy world-class entertainment experiences as soon as we are able. We thank you for your understanding and patience as we work through these challenging circumstances.

I purchased a Buffet of Buffets pass online. What do I do?

In response to property closures, Caesars Entertainment will refund all Buffet of Buffets pass online purchases for dates beginning Monday, March 16 through at least April 30, 2020. Refunds will be made available through Caesars Billing Assistance. Please allow 7-10 business days for the refund to appear on your credit card used for the original transaction.

Caesars Rewards Questions:

My Reward Credits are due to expire. Is Caesars Rewards extending the expiration date?

All scheduled Reward Credit expirations have been paused until at least September 1, 2020.

Will you change the Tier Status earning requirements? We will be updating the requirements for earning Tier Status and will share those details soon. Please be sure we have your current email address to receive the latest updates and communications.

I have offers that are valid during the time that you are closed. Will those be honored after you re-open? What about the offers that I miss?

As a result of the temporary closure from the COVID-19 outbreak, certain offers like promotions, events, and entertainment will expire or be cancelled. We are working on rescheduling these and other offers and will communicate the new details as soon as they are available. Please be sure we have your current email address to receive the latest updates and communications.

What is the cancellation policy for the Seven Stars Retreat or Diamond Elite Airfare offers?

You have the option to find an alternative time to travel. We will hold the airfare credit until a future date. Please note that if you reschedule a trip, the change fee will be waived, but you may be subject to a higher or lower fare depending on when you reschedule your travel. Please contact your Casino Host who will be more than happy to assist with rebooking your trip.

Will my Seven Stars Experience be rebooked?

All Experience Credit redemptions that are impacted by the coronavirus pandemic will be refunded and bookable at later dates.

How can I get my win/loss statement for my taxes?

Win/Loss statements are available at https://www.caesars.com/myrewards or on the Caesars Rewards mobile application.On the website, log in to your account and then navigate to left hand side of the page and select “win/loss statement”. Select the tax year you want and then click “generate statement.”

On the Caesars Rewards app, log in to your account and then navigate to the “Caesars Rewards” tab. Once there, click “my account” on the top right of the page. Select “win/loss statement” and then follow the instructions to generate your statement.

My Visa Activation Offer expires on March 31, but I won’t be able to redeem. What do I do?

The complimentary buffet or $20 Dining Credit offer will be extended through at least April 30, 2020. All other Visa offers will expire on the current expiration date listed on the offer.

Caesars Rewards Inquiries:

https://totalrewards.custhelp.com/app/ask_first

Media Inquiries:

Celena Haas- chaas@caesars.com

Chelsea Ryder- cryder@caesars.com