333 Dunsmuir St, Vancouver, BC V6B 5R3 +1 604 793 1824 newcasinostart@gmail.com
Book Now

Refund Policy

Our reimbursement guidelines explain how prepayments, deposits, and billed charges are managed across our hotel stays, entertainment packages, and casino offerings. We believe every transaction should be transparent and fair. The sections below set out when you qualify for a refund, how requests are reviewed, and the processing timeline you can expect after approval.

1. Hotel Reservation Refunds

For hotel reservations, the following refund conditions apply:

  • If you cancel more than 48 hours prior to check-in, you will receive a full refund of any prepayment.
  • Cancellations made within 48 hours of check-in are subject to a one-night charge.
  • No-shows are charged the full amount of the booking.

Refunds are processed to the original payment method within 5-10 business days.

2. Casino Package Refunds

Casino experience packages (e.g., Neon Night, Platinum Thrill, Royal Suite) are non-refundable once booked. However, we allow package rescheduling up to 72 hours before the event, provided you notify us in writing.

In exceptional circumstances (e.g., event cancellation by us), you will be offered a full refund or an alternative date.

3. Unused Gaming Credits

All gaming credits included in packages are valid only on the day of redemption. Unused credits cannot be exchanged for cash or transferred to another date.

If a technical error occurs, the value of unused credits will be credited back to your account for future use.

4. Service Exclusions

Some services are non-refundable by nature:

  • Spa treatments and ticketed shows (unless the ticket is cancelled by the organizer).
  • Personalized in-suite amenities and special requests made at the time of booking.
  • Charges incurred at bars, restaurants, or casino tables are not refundable.

5. How to Request a Refund

To initiate a refund, please email our billing department at newcasinostart@gmail.com or call +1 604 793 1824. Include your booking number and reason for cancellation.

We will assess your request and confirm eligibility within 3 working days. Approved refunds are processed to the original payment method within 10 business days.