Suspended Service FAQ

Naturally, you have questions and concerns about our temporary suspension of operations. Some answers are available right away. Others may take time or evolve as the situation develops. Our goal is to communicate with guests frequently… and to update this list of FAQs based on calls and emails we receive. Please check back often and reach out if you don’t see the answer you’re looking for.

In the meantime, we have compiled a quick FAQ page that may address some of your immediate concerns and questions.

What will happen to my TS Rewards Points?
Your TS Rewards points will not expire or change during our temporary suspension. You can continue to use – and earn — TS Rewards points at our Savon and Maple Leaf Market convenience stores.

What happens to my unused March Free Play?
When we reopen, we will issue new Free Play offers at the same levels everyone had for the month of March.

What happens to the entries I had for upcoming promotions?
All March promotions are cancelled. Any entries earned for upcoming promotions will be transferred to new promotions when we reopen, and guests will be notified of their entry balances. No entries will be lost.

Will there be refunds or payouts for betting tickets from The Lounge with Caesars Sports?
Winning betting tickets can be mailed for processing per the instructions on the back of the ticket. In addition, tickets can be cashed in after we reopen since they are valid for a year.

How can I view my win/loss statement?
You can access your win/loss statement through myturningstone.com 24/7. You can e-mail promotions@turningstone.com for assistance if you have never used myturningstone.com.

What happens to the gift giveaways that were planned?
We will reschedule any planned gift giveaways as soon as possible. Qualified guests will be notified of the new pick up dates.

What happens to my remaining comps and offers for March?
When we reopen, all guests will receive a new set of comps and offers identical to the March offers.

If I can’t earn Points, how will my VIP tier qualification be affected?
We will adjust the VIP card level qualifying period based on the time we are not open.

I purchased concert tickets. How will I know what’s happening with shows?
If you bought tickets through the Turning Stone Box Office, you’ll receive an email regarding the status of your show. If rescheduled to a later date, your ticket is still good!

  • If you need a refund for a rescheduled or cancelled show because you cannot attend, please contact ticketmaster.com.
  • If you purchased your tickets at the Turning Stone Box Office (877.833.7469), a credit card refund may be processed. Cash sale refunds can only happen after we re-open.

Will the restaurants open for take-out?
Turning Stone Grab & Go entrees and desserts from our popular restaurants are available at Maple Leaf Market. Call ahead for Curbside Pick-Up and we’ll bring them out to your car. Please visit mapleleafmarkets.com for a listing of store locations.

We were planning a bus tour to Turning Stone. What should we do?
Please contact us at promotions@turningstone.com with the dates size of your group, so we can keep in direct contact with you during this closure.

I have reservations. When and how will I know if they’re cancelled?
All gaming, hotel, restaurant, spa and recreation operations are suspended until further notice. Guests either have been or will be notified via phone call or e-mail regarding their reservation status. No penalties or fees will apply.

We have a wedding planned. What should I do?
Don’t put your plans on hold. Call 888.361.7958 and let’s talk about your wedding dates and dreams.

We booked a corporate event. Who can I talk to about rescheduling?
Our team is available by phone or online to handle all the details of rescheduling your event… or booking a new one. Call 888.361.7958 to talk with a Sales Manager.

What about Golf groups? Will we be able to play?
We’re available by phone or online to reschedule your golf getaway or help you plan one. Contact our Golf Director, Miles Blundell, at 315.361.8015 or miles.blundell@turningstone.com today.