Reopening FAQ

Lady Luck Casino Nemacolin Casino
Reopening Frequently Asked Questions (FAQs)

We are excited to be open and can’t wait for you to arrive! During our mandated closure, we have worked diligently to implement additional measures to protect both guests and employees for re-opening. Below a list of FAQs for our reopening to give, you answers too many of your questions.

Q. What are your gaming and restaurant hours of operation?
·         We are open 24 hours a day for your slot gaming excitement
·         Table Games hours:
a.     3p-12a Monday through Friday
b.     2p-12a Saturday and Sunday
·         Lone Wolf Bar hours:
a.    Temporarily closed
·         Lone Wolf Express:
a.    10:30a-10p Sunday- Thursday
b.    10:30a- 12a Friday and Saturday

Q. What measures have you put in place to ensure safety?
 We are adhering to all safety measures that are required by state and federal regulators including:
·         Mandatory temperature checks for all guests and team members before entry is allowed
·         Masks are required for all team members and guests
·         Masks must be worn continuously
·         No alcohol permitted on the gaming floor
·        Social distancing required throughout the casino
·         No more than 50% capacity in all areas, including the casino
·         Valet parking remains temporarily closed
·         Otis & Henry’s Bar and Grill will remain temporarily closed
·         Limited seating available in Lone Wolf Lounge
·         Self-service and water fountain stations are temporarily closed, including beverage stations on the casino floor. Guests should see a bartender for service
·         Some slot machines off limits to assist with social distancing while gaming
·         Limited players at each open table game; standing seated and actively playing

Q How many guests will be allowed in the facility at all times?
300-350 occupancy

Q. What has occurred to my previous offers and promotions? 
Any Free Play, Dining credits or other offers you received that may have expired during our closure will not be available for redemption upon reopening. As per gaming regulations, offers are only available during their original dates

Q. Is smoking allowed?
No smoking is inside the casino. The No Smoking policy is in response to the Commonwealth of Pennsylvania face-mask order. We currently have no guidance on the duration of the order. You may smoke outside in the designated area and with social distancing in place

Q. How many slot machines and themes are available?
We will have 300 machines available. Please check our website for the available game themes at www.ladylucknemacolin.com

Q. Do I have to wear a mask at table games?
Yes, masks must be worn continuously

Q. Can I call ahead to make a reservation to save a spot a table?
At this time, due to limited capacity, we are not able to honor reservations

Q. Can you shut down my machine while I go eat or other reasons?
No, due to the limited number of slot machines this service will be unavailable

Q. Will I have offers available?
 Once we reopen, you will be able to convert the points you have earned to Free Slot play. Your balance will be available at the promotional kiosks. New offers will be sent out later based on your most recent qualified play or other factors, will be issued

Q. Will my offers be the same as they were before you closed?
As always, Free Play offers and complimentaries will be based on your current play and tier level. In order to maintain a clean and safe gaming experience with adequate social distancing, new Free Play offers will be sent over the next few weeks based on your most recent play

Q. When will I get my mail and my calendar?
Due to the limitations with our occupancy, we currently will not be limiting offers. Kiosk promotions may be available.  Your free play offers will be digital and arrive via e-mail and will be loaded directly to your card. If we do not have a current and valid e-mail for you please visit the promotional kiosk to add to your account

Q. What if my Slot Machine (TITO) Cash-Out Voucher expired while the casino was temporarily closed?
 Tito tickets at Lady Luck Casino do not expire

Q. What will happen to my Rewards Club Tier Status Points?
We will postpone Tier downgrades until January 1, 2021. Your Club Tier Status will not expire or change due to the temporary closing period. Tiered Card evaluation ends December 31, 2020.

Q. Will my Slot Points or Comp Dollars expire?
 No. Guests can check their balances at the promotional kiosks
·         If any available Slot Points or Comp Dollar balances you had as of our closure date expired during our closure, they will be made available once we reopen. Visit the Host Office or Players Club upon reopening for assistance

Q. Can guests still join the Players Club?
Yes. Guests can join the Rewards Club by visiting Casino Services/Cage. Valid ID required. New club members can still participate in the New Member Kiosk Game

Q. Can couples play the same slot machine?
 Yes. However, only one chair will be allowed. The other will have to stand behind or beside and remain socially distanced from other patrons. Groups of 3 or more are not allowed at the same machine or slot to congregate around in the same slot area

Q. Will I be able to play my favorite table games?
Yes, seating has been modified to promote social distancing on all table games. Examples of this include 4 spots at Roulette, 3 spots at Blackjack and Mississippi and 6 spots at Craps

Q. Will there be complimentary alcohol service?
At this time, no complimentary alcohol will be served until we have proper notification from the Pennsylvania Liquor Control Board

Q. Can I order an alcoholic beverage?
Effective Saturday 7/18/2020 in accordance with the Governors restrictions on restaurants and bars, no alcohol sales are permitted on the casino floor
Per the Pennsylvania Gaming Control Board, Casinos must follow the Order’s requirements on serving alcohol – alcohol can only be served alongside and as part of the same transaction as a meal. The PA Liquor Code defines a “meal” as “food prepared on the premises, sufficient to constitute breakfast, lunch or dinner; it shall not mean a snack, such as pretzels, popcorn, chips or similar food.” Mask must be worn in Lone Wolf Lounge until food is ready. After meal is completed, guest must exit the Lone Wolf Lounge. One transaction per person.

Q. Can I still utilize the amenities at Nemacolin Woodlands resort?
At this time, the resort has changed their guidelines and no amenities are available to casino guests. Please contact a casino host for more information

Q. How can a customer get their machine sanitized?
Our Casino Clean team is monitoring all areas on a regular basis and sanitizing. Press the service button on the slot machine or ask your table game dealer. Also several areas of the casino have sanitizer wipe dispensers.