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Frequently Asked Questions

Our urban casinos and several of our restaurants are now open and are ready to safely welcome you back with the necessary health and safety regulations in place. Our leisure hotels and resorts will remain closed until interprovincial travel is again allowed.

Updated 14 July

Boardwalk

Health and hygiene protocols at the Boardwalk

Our team is working hard to ensure a safe environment for all our guests and staff. Watch the video to see our COVID-19 health and hygiene protocols in action at the Boardwalk.

When will the Boardwalk open?
The Boardwalk casino and several of our restaurants are now open with physical distancing and health and safety regulations in place. No alcohol will be served on our premises, in line with regulations.

What times will the Boardwalk Casino open?
The Boardwalk casino will be open from 08h00 to 20h30, with tables operational from 12h00 to 20h30.

Who can enter the Boardwalk Casino?
Only MVG Members may enter the Casino.

Where must I park to enter the casino?
The Hotel Basement parking is reserved for MVG members and entrance into the casino is via the smoking casino.

Will there be physical distancing in the Boardwalk Casino?
Every second slot machine has been switched off to allow social distancing, in addition, protective shields have put in between the slot machines for your added protection and to ensure physical distancing.

Will the Boardwalk Prive be open?
The Prive will be open exclusively for Diamond and Platinum members.

Can I fill in the screening form before arriving at the Boardwalk?
To speed up the access process it is recommended that the screening form be completed by the visitor when enroute or at arrival to the Boardwalk, but before they access the entrance area.

Will there be promotions at the Boardwalk Casino?
Yes, when the casino is open promotions such as mysteries, double points and play to get will resume.

Will there be casino draws at the Boardwalk?
All casino draws have been suspended until further notice.

Will there be specials on food and drinks at the casino?
Yes, as soon as the casino is open, food and beverage specials will resume.

Will there be Sun Xtra Play for my birthday?
All birthday benefits will be honoured and will be available from the 15th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Which restaurants will be open at the Boardwalk at the casino?
The Bayside Pantry and Bravo Bar will remain closed. Sun Café will be open daily.

Will the crèche be open?
The crèche will remain closed.

Will the hotel be open?
The hotel will remain closed at this stage.

Carnival City

Carnival City Casino and majority of our restaurants are now open with physical distancing and health and safety regulations in place. No alcohol will be served on our premises, in line with regulations.

What are your operating hours now that you are open?
Monday to Sunday
08h30 – 20h30

All guests must wear a mask and complete a daily health questionnaire.

Please complete the health questionnaire at home and take a screenshot of the result to avoid long queues.

Will the restaurants open?
Yes, all restaurants will be open

Is the hotel open?

Unfortunately the hotel is closed

Will entry be restricted?

Only MVG card holders will be allowed onto the gaming floor.
All guests will be screened upon entry and all must complete a questionnaire before entry is allowed.

What is the maximum number of people allowed onto property?
Every second slot machine will be off and limited seats at each Table game. A maximum of 50% of our floor capacity will be allowed onto complex.

Will kids be allowed onto property and will Magic Company reopen
Yes, if accompanied by an adult at all times.

Will we be given masks on arrival?
Unfortunately not, please come with your own masks.

Will my card expire/will my points expire?
This has been put on hold until 120 days after we have reopened.

Will you have draws?
Draws will be reintroduced once we are able to do so.

Which machines or tables will be available to play?
All games will be available, but the number of games will be limited to ensure that social distancing is adhered to.

Who / where can I report anyone defaulting on physical distancing / mask wearing regulations
Please report to any Supervisor/Manager on duty once transgression is observed.

When will shows or events commence?
At this stage we do not have a date, but will advise once it has been confirmed.

Will the crèche open?
The crèche will only reopen later and information will be shared once available.

Where / how can I update my MVG details
Please register on MySun on our website and update all details there.

How can I find new updates about Carnival City after you open, so that I am well informed before I visit?
All information will be shared on our website, Facebook and directly with MVG guests.

Entry to Carnival City:

  • Only MVG guests will be allowed onto the gaming floor, but non-MVGs will be allowed to go to the restaurants.

Open:

  • Gaming Floor
  • Spur
  • Calisto's
  • RocoMamas
  • Jesters Walk up Bar
  • Mily Lane
  • Panarottis
  • Candylicious
  • Beijing City
  • KFC
  • Ocean Basket
  • Sausage Saloon
  • Magic Company
  • Vikrams
  • Steers
  • Fishaways
  • Fego Caffé

Closed:

  • Kidzone Crèche
  • Ying Tao
  • Bars
  • Bru’s
  • Big Top Arena
  • Mardi Gras Theate
  • SterKinekor
  • Food Factory 
  • Carnival City Hotel 
  • Road Lodge

Flamingo

Only MVG members will be able to enter the property.

When will Flamingo Casino open?
Open

Operating Hours
Daily: 12h00 – 20h30

Slots Operating Hours

12h30 - 20h30 

Tables Operating Hours

12h30 - 20h30 

Will Flambino’s Creche be open?
Unfortunately not, in keeping with current regulations.

Will Bar 129 be open?
Unfortunately not, in keeping with current physical distancing regulations.

Will Harvest Grill and Wine be open?
Harvest Grill and Wine remains closed, however there will be a limited snack menu on offer to enjoy on the gaming floor.

Will F&M Sweets be open?
Yes.

Will we be able to book a venue for conferencing?
Flamingo Casino’s Conference Facilities are still closed.

Federal Palace

Complex closed.

Golden Valley

The health and safety of our customers and staff are important to us. Below are the changes you can expect when you next visit Golden Valley.

What are the operating hours during the first phase?

Trading will be restricted to between 11h30 and 20h30 daily.

What does the “new normal” look like at the casino?

We have put strict COVID-19 protocols in place for your health and protection. These include extensive hygiene standards and cleaning practices, masks/facial shields for our staff, and social distancing measures such as floor markings and physical barriers between slot machines and tables seats.

Are all facilities at Golden Valley open?

We will be following a staggered and phased-in approach; therefore, not all our facilities are currently open at this stage. We will reevaluate this over time.

Which facilities will be operating during the first phase?

  • Limited slots
  • Winners Sports Bar

Which facilities will remain closed?

  • The Golden Valley Hotel
  • Tables
  • Body Devine Spa
  • Golden Glow Carwash
  • Crèche
  • Kuipers Restaurant
  • Food Factory
  • Kopen Convenience store
  • Sunbet sports betting facility

What can one expect during the first phase of opening?

  • Upon arrival, you will be asked to complete a screening questionnaire, accept Sun International’s COVID-19 entry to premises terms and conditions, and your temperature will be taken. Anyone with a temperature over 37.3°C, or presents with flu-like symptoms, or has indicated a high risk of exposure to the virus, will be denied access and isolated for a secondary assessment.
  • Due to the new requirements, entry into the casino may take some time – please be patient with us.
  • You will not be allowed to enter the property without a mask, which must be worn at all times except when eating or drinking.
  • The use of pens and cash will be kept to a minimum. Where available, contactless payment options such as prepayments, EFTs, and credit and debit cards, will be the preferred method of payment.
  • A limited menu will be available at Winners Sports Bar and will be displayed on boards to reduce surfaces. Patrons must also keep a minimum 1.5-metre distance from others unless they are in the same group.
  • Where possible, porters, security, or other employees will open doors at access areas. Frequently touched surfaces, including doorknobs, railings, taps and tables, will be regularly cleaned and sanitised.
  • Only MVG cardholders will be allowed onto the casino floor for track and trace purposes in the event of a COVID-19 case. You can sign up online (https://www.suninternational.com/mysun/registernewmvg) or at the MVG desk on the property.
  • No alcohol and cigarettes will be sold on the property.
  • Cash desks, card machines and devices, Cash IOs, promo kiosks and MVG desks will be sanitised between guests.
  • Hand sanitiser and wipes will be made available throughout the gaming floors and at tables, for guests to use.
  • Physical distancing and reduced numbers will be enforced. Promotions, entertainment, and events will be limited, and no gatherings will be allowed.

Can patrons still smoke if they bring their own cigarettes?

Yes, the smoking casino is open. Patrons must observe social distancing, keeping at least 1.5 metres from others, and wear their mask when not smoking.

“A message from Golden Valley GM Keenan Bergins.”

 

 

 

 

GrandWest

Are you open?
Yes, we are. Our operational hours will be from 09h00 to 20h30 daily.

Is it safe?

For your safety, and that of our staff, the following protocols have been put in place:

  • Entry requirements to the complex have been implemented. Individuals that do not comply will be prohibited from entering.
  • Points of entry have been limited to control access.
  • You must accept Sun International’s COVID-19 Entry to Premises Terms and Conditions.
  • Sanitise your hands at entrances.
  • Undergo a temperature check and complete a medical screening questionnaire. Anyone with a temperature over 37.3°C, or presents with flu-like symptoms, or has indicated a high risk of exposure to the virus, will be isolated for a secondary assessment.
  • The wearing of a cloth or disposable mask at all times is non-negotiable.
  • Only MVG members will be allowed onto casino floors.
  • An additional checkpoint has been set up at the single points of entry to the casino floors.
  • You are required to keep a distance of 1.5 meters from others at all times.
  • Capacity on the gaming floor will be limited to 50% of the casino floor space.
  • Every second slot machine will be turned off or locked to ensure a 1.5-meter distance. Perspex screens are installed between all slot machine.
  • Blackjack and American Roulette tables will have a maximum of four (4) seats at each table, while Baccarat tables will have five (5) seats.  Perspex screens are installed between each table seating capacity.
  • An ongoing chip-cleaning program will be implemented on a rotational basis. Sanitiser will also be available for guests to clean their chips.
  • Employees are required to sanitise their hands before starting their shift, between guest interactions and after handling cash.
  • All cash desks, card machines and devices, Cash IOs, promo kiosks and MVG desks will be sanitised after each guest interaction.
  • All tables equipment and furniture will be cleaned on a scheduled basis or between games.
  • Hand sanitiser will be made available throughout the gaming floors and at tables, for guests to use.
  • You will be required to keep a physical distance of 1.5 metres from people and groups you are not travelling with.
  • Lift capacity will be capped at two persons to maintain physical distancing in the lift.
  • Excess furniture in common areas will be removed to ensure physical distancing.
  • At venues where food is served, the following has been implemented:
  • Seats, tables and booths have been reconfigured with physical barriers or removed to allow for appropriate physical distancing.
  • Disposable menus will be used.
  • Tables, table appointments and surrounds will be wiped and sanitised before welcoming and seating the next guests.
  • Condiments, sugars, sauces and meal accompaniments will be brought to the table in single-use, single-serve packaging. Cutlery will be provided in a closed paper sleeve, including the napkin.
  • Individual pre-plated hot and cold snacks will still be available on all-day dining menus.
  • Waiters and staff will keep a physical distance of 1.5 meters in the restaurants.
  • Food and beverage items will be placed on the table instead of handed directly to guests.
  • Only 70% alcohol-based hand sanitisers are used at Sun International.
  • All staff members have undergone training to ensure that they protect themselves and adhere to the guidelines.
  • We are in regular communication with all of our concessionaires, suppliers, service providers and event organisers with respect to their own action plans and state of preparedness.
  • Our clinic and paramedics are fully trained and has access to appropriate medical assistance in the event that this is needed.
  • While we are doing everything within our power to mitigate the spread of the virus, it is also every individual’s own responsibility to ensure that you protect yourself from contracting the virus by adhering to the guidelines.

Can I come to the complex even if I am not a Sun MVG member?

Yes, non-gaming visitors are welcome to visit the complex. If you, however, want to gain access to the gaming floor, you will be required to sign up to the Sun MVG programme.

How will I get access?

  • Sun MVG members must enter the casino via the Sun MVG undercover parking entrance. There will be a further checkpoint on entry to the casino floor via The District, situated at Jackson Hall adjacent to The Hussar Grill.  Parking facilities for Diamond and Platinum members will be available on the lower parkade level, and Gold and Silver members on the upper parkade levels.
  • Day Visitors can access the complex via the main entrance to all non-gaming related facilities. Public parking will be available on the left hand side, as you enter from the main tollgate.
  • The taxi drop off zone will be situated in the open Gold member parking. Parking will be free of charge for the month of July for day visitors.
  • A Covid-19 screening questionnaire and temperature check will be done on entry at every entrance.  
  • The wearing of a cloth or disposable mask at all times is non-negotiable.

Will you be charging for parking?

For the month of July, parking for day visitors will be free of charge.

Will I be able to get something to eat or drink?

  • Yes, of course you will.  Many of our facilities will open albeit with limited menu offerings and reduced operating hours.
  • Non alcoholic drinks will be available between 09h00 and 20h30.
  • A number of our onsite restaurants and take-away food outlets will also be open.

Will alcohol be on sale?
We are not allowed to sell or have guests consume any alcohol while visiting our facilities.

Are there any promotions on?
Gaming promotions will start mid July. Please keep an eye on our website for more details. 

Is the hotel open?
The Grand Hotel and City Lodge will remain closed at the moment.

Can I book a Sunsational Deal for 2?
Unfortunately, the Sunsational Deal is no longer on offer. Quarterdeck Restaurant will remain closed for the foreseeable future.

Is the kids care facility open?
Melela’s Kids Corner will remain closed.

Is The Ice Station open?
Yes

Is the Magic Company open?
Ten Pin Bowling is open.

Laser Tag is closed

Is the cinema open?
Unfortunately, CineCentre will not be opening just yet. An update will be provided on our website as soon as we know exactly when they plan to open.

Are there any shows coming up soon?
Unfortunately, there will not be any large events taking place in the near future.  Gatherings of more than 50 people are currently prohibited while under lockdown.

Which of your outlets are open?

The trading hours of our tenants are adjusted on a regular basis in terms of requirements. Please contact the outlet directly to confirm their current trading hours.

Which other facilities are currently closed?

In addition to the outlets not mentioned above, the following venues are closed until further notice.

  • Quarterdeck Restaurant
  • Alibama Sports Bar
  • Sun Lounge
  • Golden Anchor
  • Bravo Bar
  • Jackson Hall
  • Hanover Street
  • City Lodge
  • Sun Bet
  • CineCentre
  • Casa Bella
  • Nando's
  • vida e caffè
  • Melela’s Kids Corner

The Maslow Sandton

The Maslow Sandton hotel, restaurants and facilities will remain closed until interprovincial travel can resume.

Meropa

Operating Hours:

12h00 – 20h30  daily

Slots - 12h00 and end at 20h30

Tables - 13h00 and end at 20h30

Will all slot machines be available?
Only 50% of the casino floor will be operational

Who can enter the Casino?
Only MVG Members may enter the Casino.

How do I become a MVG member?
You can register online, it’s quick and free to join

The following Facilities will be opening:

  • Slot machines in all gaming floor areas
  • Limited Tables games (American Roulette and Black Jack)
  • Ngoma bar – services the gaming floor, including limited food menu
  • The Candy Shop
  • House of Asante Spa trading from 8am to 5pm daily

 The following Facilities will be temporarily closed:

  • Meropa Hotel
  • Harvest Grill & Wine
  • Banqueting
  • Jembe (Our entertainment bar)
  • Cultural Village
  • WildThingz (Reptile park) including WildThingz Café
  • Magic Company
  • Babylon travellers 
  • Bubbles Carwash
  • Crèche

 

Naledi

Will Naledi re-open again after lock down?
Sadly Naledi casino will not be reopening for business after lockdown.

Which facilities are available at Naledi?
All facilities at Naledi have been permanently closed and will not be reopening after lockdown.

Where is the closest Sun International casino located to Naledi?
Windmill - Musgrave, Bloemfontein.

Royal Swazi Spa Resort

Complex closed.

Sibaya

Sibaya casino is open please visit https://www.suninternational.com/sibaya/re-opening/ for more information.

Sun City

Sun City’s hotels, casino and restaurants will remain closed until interprovincial border travel can resume.

Sun Vacation Club

Sun City’s hotels, including Sun Vacation Club, casino and restaurants will remain closed until interprovincial travel can resume.

The Table Bay

Are you open?
The Table Bay hotel, restaurants and facilities will remain closed until interprovincial travel can resume. Once we can re-open we will share the details with you.

Time Square

Will smokers be allowed to smoke their own cigarettes in the smoking area?

-        Yes they will be allowed to smoke in the designated smoking areas, however cigarettes will not be sold.

Will there be a waiting queue if the 50% capacity?

-         The properties will manage the access onto the gaming floors.

Will elderly MVG cardholders be allowed in the casino floor?

-        Yes, all MVG members are welcome.

Will people with underlying conditions (cancer, diabetes, hypertension, etc.) be allowed to enter?

-        This is at their own risk. We will be recording a health check to validate potential COVID-19 exposure.

Why do I have to complete a health check form every time I visit a Sun International property?

-     There are stringent health protocols in place to safeguard your wellbeing and that of others.

-      All visitors and employees will be required to complete a health check form before being permitted onto the property.

No customer will have any MVG casino or leisure points EXPIRE 120 days from now.

-        Casino and Leisure points will only expire again at the end of October 2020.

Will customer will lose their current Customer/Card status?

-        The card status the customer holds now will remain as is until October 2020, unless UPGRADED.

-        No regrades to occur between now and end of October 2020.

Are customer Tier Credits are still moving?

-        As tier credits are calculated outside of Bally, these are still moving as they are directly linked to play transactions.

What do I do if I have misplaced my card?

-        We can share your account number with you to complete the health check form.

-        You must then go to the MVG desk to collect a new card.

What happens if I had a birthday during lockdown?

-        Your birthday benefit will be available to you from 15 July at your favourite Sun International casino.

What happens if I have a birthday in July?

-        July birthday benefits will be sent to customers on 1 July for redemption at their favourite Sun International casino.

What if I was a Carousel player?

-        Your MVG casino and leisure points are available for use at any Sun International casino.

-        Any cash balances on the card can be resolved at Time Square Casino.

What if I have an unused Trip Around the Sun accommodation offer?

-        All these offers have been extended to the end of October 2020.

What happened to my Xtra Play offers I was sent in March?

-        Due to the lockdown these offers have subsequently expired.

-        We are open and will be awarding members with new offers and rewards to use in our casino.

What happened to my Xtra Play rewards for April/May/June?

-        No rewards were offered to our loyalty members due to our casinos being closed.

-        We are open now, look out for new offers and rewards.

 

Wild Coast Sun

The Wild Coast Sun casino and several outlets are open to our Sun MVG members.

Can I play golf at the Wild Coast Sun Country Club?
The Wild Coast Sun Country Club is operational, bookings are essential.

Who can stay in the Hotel?
Unfortunately our hotel is closed.

Who can enter the Casino?
Only MVG Members may enter the Casino.

How do I become a MVG member?
You can register online, it’s quick and free to join, find out more.

What about my MVG Free stay accommodation vouchers from March?
If you have not drawn your voucher, they will be available on the ticket kiosks when we re-open with new dates. If you have already drawn your voucher and have the printed voucher we will extend it.

Will I get my MVG Free stay accommodation vouchers?
Yes, these will be loaded and you will be notified via SMS once available.

Will there be Mystery Jackpots at the Wild Coast Sun?
Yes, as soon as we are open Mystery Jackpot promotions will resume.

Will there be Sun Xtra Play for my birthday?
All birthday benefits will be honoured and will be available from the 15th of July for redemption at your favourite Sun International casino. In addition, we will send you an SMS reminder.

Will there be casino draws at the Wild Coast Sun?
All casino draws have been suspended until further notice.

Which restaurants will be open at the Wild Coast Sun?
Calypso Bar, The Riverside and Golden Moon Spur are open.

Will the nightclub at the Wild Coast Sun be open?
The nightclub will remain closed.

Will the cinema at the Wild Coast Sun be open?
The cinema will remain closed.

Will the creche at the Wild Coast Sun be open?
The creche will remain closed.

Windmill

Will alcohol be on sale? 
Please note that we are unable to sell alcohol based on extended level 3 restrictions.

Is the smoking area open?
Yes, limited to 50% capacity of slot machines, excluding tables

Will all slot machines be available?
Only 50% of the casino floor will be operational

Will the Prive be open?
Exclusively for VIP Hosted guests

Will tables will be open?
Yes, Main Floor Tables will be open from 12h00 – 20h00

Can I sign up and enter the casino?
Yes, sign up online and collect your new MVG card at the property

Is the lodge open?
No

Are there new trading hours?

Slots Opening: 10h00 – 20h00

Tables Opening: 12h00 – 20h00

Can Can Bar: 10h00 – 19h30

Will I be allowed to play with a Day Card?
Yes, only if you are an Existing MVG Member

Will Rosie’s Brasserie be open?
No

Will Diamond Lil’s be open?
No

Will Conferencing be available?
No

Will airport shuttles be available?
No

Will the Crèche be available?
No

Where do I park?
MVG Parking and Overflow Parking for MVG Members Only. Prive Parking will be closed.

Will I be able to order food?
Limited offering

Where can I enter the Casino?
Main Entrance, Prive entrance will be closed