Frequently Asked Questions
There’s nothing more important to us than the health and well-being of our Team Members, Guests, and Business Partners.
Atlantis is continuing to monitor developments related to COVID-19. As updates are provide we will pass them along to you.
We thank you for your loyalty, and we look forward to welcoming you back soon!
Please call 775-954-4375 for chip and gaming ticket redemptions.
Read more on our COVID-19 response
Win/loss statements are still available. To receive a win/loss statement for either Atlantis Casino Resort Spa in Reno, Nevada or Monarch Casino Resort Spa in Black Hawk, Colorado, log in to your Monarch Rewards account and click Win/Loss Statement.
Comp and Tier Points will not be affected during this time.
Atlantis Casino Resort Spa gift cards ordered online with the Free Pick Up option can be picked up at the Business Center Monday – Friday 7 am to 6 pm. The Business Center is located on the 2nd floor near the Fun Center, adjacent to the Atlantis Catering offices.
To contact the Atlantis Casino Resort Spa Business Center in Reno, Nevada, please call: 775-335-4535.
Yes, gift cards can be ordered online with the option Free Pick Up and someone else can pick it up. In order for the guest to pick it up you must give the Business Center the name of the person picking up the card. The guest picking up the gift card must show ID.
To contact the Atlantis Casino Resort Spa Business Center in Reno, Nevada, please call: 775-335-4535.
No, lost or stolen Gift Cards cannot be replaced. Monarch Casino Resort, Inc and Atlantis Casino Resort Spa are not liable for any lost or stolen Gift Cards. Please keep your card in a safe place and treat it like cash.
Yes, you may present your Gift Card upon check-out as payment toward room nights. Please note that a valid credit card is required to guarantee room reservations and must be presented at check-in.
No, comp dollars cannot be used to purchase Gift Cards.
Yes, your web login will work with the app, and vice versa. You can continue to use the same login for future contests, as well as our ongoing "play for fun" slot games.
No, there is no cost to play. You just need to create an online account and play to win great prizes during the contest promotional period.
You must complete each game for scores to save. Please make sure of the following:
- Your internet connection must remain active in order for your scores to be sent to our server.
- Cookies must be allowed within your Web browser for the contest to work properly. These settings vary for different Web browsers and security settings. Some anti-virus programs can also block the use of cookies as well if the security settings are high. Please be sure that cookies are allowed, or enable them for the videopoker.com domain.
- JavaScript must also be enabled within your Web browser.
Some have wondered how a player can average hundreds of points per hand. In this case, this is not an accurate way to look at a contest session. Nobody plays 100 hands and wins them all. The top scores almost always contain a very lucky winning deal worth thousands of points on its own, which is just the nature of the game. A dealt royal flush (there are always several of these in each contest) in triple play is worth 12,000 points in itself.
If you evaluate the best possible winning deal for a game, you can be pretty sure somewhere in the millions of hands played, someone is going to achieve that, or close to it. If you are curious about how the winners achieved such high scores, click on their scores in the leader board to see the exact cards from their winning hands.
Of course, the more deals you play, the more chances you have at hitting those lucky hands. Someone is going to come out on top, and it could just as easily be your next session.
In a contest, the "right" strategy may sometimes vary from optimal strategy, given you are trying to overcome great scores and are not putting any money at risk. Since there are only prizes for the very best scores, some players may choose to make holds that give them the best opportunity at a big winner. Also keep in mind that in the event that two or more players have the same "best" hand in a session, the winner will be determined by all the other hands in that session. To determine the most appropriate strategy, a player should consider the available pay tables, features of the game, and the likelihood of converting on each opportunity.
Please visit the Monarch Rewards desk to enroll. Rewards desk is located on the casino floor. You must be 21 years of age or older and have a valid federal-issued identification to enroll.
Online enrollment is not available at this time.
At the time of enrollment you will be asked to provide a four-digit number to be set as your PIN. You are responsible for keeping your PIN secure; do not share it with anyone.
Your PIN can be reset at the Monarch Rewards desk during business hours. The Monarch Rewards desk is located on the casino floor.
At the time of enrollment, once complete, a Monarch Rewards card will be handed to you.
A Monarch Rewards Membership tracks your casino play and offers even greater rewards: view your tier status, comp dollars and free play progress online with a linked Online Account + Monarch Rewards Membership, get special offers and benefits based on tier status and play.
Present your Monarch Rewards card at any participating outlet at Atlantis Casino Resort Spa when you are using cash or credit card for payment and receive 3% Back in Comp Dollars. You must present your card at time of purchase. Valid on non-gaming spending and activities.
You can earn Comp Dollars playing slots, video poker and table games. Comp Dollars start being earned at the Monarch level and increase based on Tier Level.
Every $1 of Comp is worth $1 in any outlet and hotel.
Every $1 of Comp is worth .50 of Free Play.
To receive a win/loss statement for either Atlantis Casino Resort Spa in Reno, Nevada or Monarch Casino Resort Spa in Black Hawk, Colorado, log in to your Monarch Rewards account and click Win/Loss Statement.
During your enrollment into Monarch Rewards please provide your mailing address. You can update your mailing address by visiting the Monarch Rewards desk located on the casino floor or online at monarchrewards.com.
During your enrollment into Monarch Rewards please provide your email address. You can update your email address at any of our Monarch Rewards kiosks or at the Monarch Rewards desk or online at monarchrewards.com.
To remove yourself from the mailing or email list please contact us or visit the Monarch Rewards desk.
No, you will not receive offers if you opt out of receiving them by mail or email.
To update your contact information please visit the Monarch Rewards desk or a Monarch Rewards kiosk or online at monarchrewards.com.
Tier Status is a card level within Monarch Rewards. It determines which benefits you are eligible for.
Each tier has a name: Monarch, Ruby, Emerald, Sapphire, Royal Diamond and Black Diamond.
Yes, Tier Status expires every six months.To maintain your tier status, earn the same or more number of Tier points in the 6 month period as you did in the previous period.
Monarch requires 0 Tier Points
Ruby requires 250+ Tier Points
Emerald requires 1,500+ Tier Points
Sapphire requires 7,500+ Tier Points
Royal Diamond requires 15,000+ Tier Points
Black Diamond by invitation onlyTier Points are used to determine Tier Status.They accumulate during game play based on certain parameters of play, on slots and table games.It only takes 250 tier points to reach the next Tier status after you signup.
Yes, you will earn Tier Points when you present your Monarch Rewards card at all non-gaming outlets and use cash or a credit card for purchases.
Tier Points for table games are posted as soon as the table rating session is closed and entered into the system. Tier Points for slots and video poker are posted after the session closes when you remove your card from the machine.
You need to link your Monarch Rewards membership card to your online account. Click on "Link Accounts" when you are logged in and provide a valid player ID number. Player IDs are found on the front of your Monarch Rewards card above your name.
Only one account may be linked to an email address, and there is already an account in our system using that address. Please try logging in with your email address.
Online Log In is unique for each Monarch Rewards card holder. In order to view account details like comp dollars, tier level, and offers, the account must have a different email address.
