Refund Policy
These guidelines apply to every reservation arranged through our Vancouver guest services and are re-examined on a yearly basis by our finance department.
1. Policy Overview
At Wincasinolic, we strive to provide a transparent and flexible refund experience for our guests. This Refund Policy applies to hotel accommodation, package deals, spa services, restaurant reservations and event tickets purchased at or through our website or the concierge desk.
Please be aware that any amounts paid at the casino (such as chips or credits) remain exchangeable in accordance with British Columbia gambling regulations and are not considered "refundable purchases" under this policy.
2. Hotel Room Cancellations / Refunds
- Standard suites: If you cancel more than 48 hours before arrival, you receive a full refund of any prepaid amount, minus a $25 processing fee.
- Prestige suites and packages: Free cancellation up to 72 hours before arrival. After that, the first night is non‑refundable.
- Royal VIP packages: 30‑day notice is required for a full refund, after which 25% of the total is retained.
3. Paying by Deposit / Partially Prepaid
If you paid a deposit to secure your reservation, the deposit is refundable where the cancellation deadline is respected. If you cancel after the deadline, we reserve the right to keep the deposit as liquidated damages. Please contact our reservation team for information on a possible partial credit towards a future stay.
4. Refund Timing
Once a refund has been approved, it will be issued using your original payment method (credit card, bank transfer or digital wallet) within 7‑10 business days. In some circumstances involving international banks, the timeline could extend up to 21 business days.
5. Event Tickets And Show Reservations
Tickets for concerts, special events or gala dinners are sold on a non‑refundable basis unless the event is cancelled by us.
- If we cancel the event, you will receive a 100% refund automatically.
- If you are unable to attend due to an emergency, please contact the event coordinator directly – we may be able to offer a credit voucher, valid for 12 months.
6. Non-Refundable Items
- Casino chips, gaming credits or tournament buy‑ins (subject to separate regulatory terms).
- Room upgrades or extras purchased on site (e.g., late checkout) unless defective or incorrect.
- Personalised items such as engraved gifts or customized packages.
7. How to Request a Refund
All refund requests must be made in writing via email to {{ EMAIL }} or at the hotel front desk. Please include your booking reference, full name, arrival date and the reason for your request. We will acknowledge your request within 2 business days and issue a decision within 7 business days.
Feel free to download and keep a copy of these refund rules for future reference. For clarifications, please call our guest services desk on +1 604 472 9138 or write to wincasinolic@gmail.com.