When is the system upgrade taking place?
Monday, October 19 - Friday, October 23.
Why is San Manuel going through a system upgrade?
San Manuel continually strives to create a best-in-class experience. With this upgrade, guests can expect:
- Access to your Club Serrano tier status and balances right at the slot machine
- Increased flexibility with Earned Rewards redemptions
- Free Play offers are now easier to use, to get into the action quicker
- Exciting new offers and promotions at the slot machine
What notable changes can I expect at games awaiting an upgrade?
- You may still insert your Club Serrano card to have your play recognized
- Please continue using your card at games awaiting an upgrade to ensure that your offers are maintained
-** Offers are subject to change based on play You may notice that viewing, using, earning or redeeming Tier Points, Slot Points, Earned Rewards, and Xtra Credit is not accessible.
- Do not worry, please visit an upgraded game to view, use, earn, and redeem Tier Points, Slot Points, Earned Rewards, and Free Play.
-Updates to Xtra Credit / Free Play Xtra Credit will now be referred to as Free Play.
What is the difference between Xtra Credit and Free Play?
No need to insert money in order to download and play Free Play (formerly Xtra Credit) at your favorite games. Simply download Free Play to your desired machine and play!
Will my current Club Serrano card continue to work on the slot machines or tables?
Your current card should continue to be used until the upgrade is complete. This will ensure your play is accounted for during this system upgrade period (Monday, October 19 – Friday, October 23). Please note you will not be able to access your slot points, tier points and earned rewards during the system upgrade period. Once the Casino system upgrade is complete, you will need to visit a Club Serrano booth to receive your newly reprinted Club Serrano card to access & earn points and rewards on upgraded games you are accustomed to.
Why do I need to reprint a new Club Serrano card for the system upgrade?
A new card will allow your card to be read and accounted for on all games at San Manuel Casino.
How will I know a slot machine has been upgraded to the new system?
Slot machines will be upgraded section by section throughout the week. As each section is upgraded, signage and advertisements at slot machines will notify you that a new card is needed. As of Friday October 23, all slot machines will be upgraded and require a new card. Additional San Manuel team members will also be available on the floor to answer questions.
When do I need a new Club Serrano card?
Your initial visit back to the casino beginning Tuesday, October 20th. Please visit a Club Serrano booth or temporary pop up booth to receive a newly re-printed Club Serrano card to use at upgraded games.
Where can I pick up my new Club Serrano card?
Please stop by at any of our Guest Services or Club Serrano booths for a newly re-printed Club Serrano card.
Will there be more staff and reprint stations on property?
Yes. During the week of the upgrade San Manuel Casino will have extra dedicated spaces to reprint new cards. Diamond and Turquoise members, be on the lookout for additional card re-print and PIN reset stations with dedicated lines to expedite your reprint process.
Will the system upgrade affect my login passwords for MyClubSerrano.com or Casino App?
No, your login credentials will remain the same. You will continue to enjoy all your rewards and benefits through myclubserrano.com and Casino App rewards. However, MyClubSerrano.com will not be available for a short period during this transition. We apologize for the inconvenience and hope to have it live ASAP.
What happens if I do not reprint a new Club Serrano card and continue using my current/old/original Club Serrano card after the upgrade is complete?
Any existing Club Serrano cards printed prior to October 20 will not work in upgraded games. You also will not be earning points, Earned Rewards or benefits, and your play will not be recorded to redeem your usual benefits.
Why can’t I get a new card ahead of the upgrade?
The new card is not required until the upgrade. This allows Club Serrano members to earn Slot Points, Earned Rewards, and benefits up until the upgrade process begins.
Will the Club Serrano card have a new look?
No, the Club Serrano cards will remain the same. However, there will be *** on your card to help identify cards that are valid for the new system upgrade.
Will my new card have all the same functionalities as my previous card?
Yes! You can also expect to have a smoother gaming experience at your favorite games!
What if I don’t plan on visiting SMC anytime soon, where would I go to retrieve a new card once I’m ready to visit?
You can visit any Club Serrano booth on your next visit
Can I use my Club Serrano card at the food outlet to pay?
A temporary outage of Earned Rewards is expected on Monday, but your balances will remain and should be available as early as Tuesday October 20th. Yes, you will be able to see your Earned Rewards daily balance at any of our kiosks and upgraded slot machines. The amount available is what you will be able to use at any food outlet or retail venue. The price of the transaction will deduct from your Earned Reward balance.
Will the discounts still apply based on tier level?
Yes, all discounts apply and remain the same based on tier card level.
When accruing points on the slot machine will the dollar per point change?
No, your earning and redemption rates of Tier Points, Slot Points, and Free Play will remain consistent from prior to the upgrade.
