PHC Casino Re - Opening FAQ

Updated: 6.5.2020


In order to create an experience that promotes the safety of our guests and team members, Potawatomi Hotel & Casino has new policies and procedures that will comply with CDC, state and local guidelines.

All of the new changes have been implemented with safety and social distancing practices as the guiding force.

General Property Updates

The property will open to invited guests for a soft opening starting Monday, June 8

Fire Keeper’s Club® members will be able to start visiting the property via the reservation system on Wednesday, June 10.

Casino Hours of Operation:

  • 9 a.m. – Midnight, Daily

Casino Hours of Operation:

  • 9 a.m. – 12 p.m.
  • 1 p.m. – 4 p.m.
  • 5 p.m. – 8 p.m.
  • 9 p.m. – 12 am.

All guests will be required to leave the property following the end of the session time to allow for cleaning to take place.

Casino Entrances:

  • South Lobby, 1st Floor
  • Skywalk, 4th Floor
  • Hotel Guests only may enter from the Hotel Lobby, 1st Floor

At this time we will not be enrolling new FKC members.

Safety Measures

Guests will be required to bring and wear their own masks at all times while on property.

Temperature checks will be done every time a guest enters the property. If a guest has a temperature of 100.4° or above, they will receive a secondary scan. If the secondary scan is still 100.4° or above, they will be denied entrance into the property.

Guests are encouraged to wash their hands regularly for 20 seconds with soap and water or use available hand sanitizer.

If a guest would like a slot machine cleaned, they request service from the slot machine by pushing the “service” light.

Potawatomi Hotel & Casino is practicing social distancing. Please keep six (6) feet between parties. Guests are asked to not share elevators with other guests (besides those in your immediate party). While in lines, please maintain distance and follow the floor markers for guidance.

Potawatomi Hotel & Casino has installed plexiglass throughout the property for the safety of our guests and team members. This includes: slot machines, cashier windows, players club booth, kiosks, atm’s, restaurant host stands, hotel front desk and security desks.


Currently the property is non-smoking. This is to ensure that guests can wear their masks indoors at all times.

Guests wishing to smoke should go to the designated outdoor smoking area.

Casino Reservations

All guests must make a gaming reservation prior to coming to property. This is to ensure we provide an opportunity to our guests to arrive safely, without excessive lines, and comply with social distancing guidelines set forth in the “Badger Bounce Back Plan.

The Casino Reservation system is available online via the guests’ players account. All guests must be a Fire Keeper’s Club® member, in good standing, to make a reservation. Guests can also access the system via the downloadable app.

Any guest who has trouble logging into their account can call 1-800-PAYSBIG to make their gaming reservation. No PIN’s will be reset over the phone. For player security resetting PIN’s will continue to be done in person at the Fire Keeper’s Club® booth.

Guests should not arrive to the property more than 30 minutes prior to the start of the session.

Guests who “no show” on a reserved gaming session will incur penalties.

The booking window for casino reservations is approximately 14 days. Every Sunday at noon, an additional week of gaming sessions will be released. (Releasing new gaming dates and times will be done at management’s discretion.)

All reservations are based on play and first come, first served.

Once a reservation is made, guests are able to update the number of guests they selected (based on availability) and cancel their reservation, up to 12 hours prior to the start of their gaming session. This can be done via their player account. If they can’t access their player account they should call 1-800-PAYSBIG.


  • Slot Machines
  • Video Poker
  • Electronic Table Games
  • RuYi
  • Firepit Sports Bar & Grill
  • Canal Street Café
  • Stone Creek Coffee®
  • Hotel
  • Gaming Services including: Cage & FKC Club Booths (Grand Lobby & Skywalk locations only)


  • Table Games
  • Poker
  • Bingo
  • Off Track Betting
  • Solstice Lounge
  • Valet
  • Ember Salon & Spa
  • Topgolf® Swing Suite
  • Dream Dance Steakhouse
  • Bella Italiana
  • Menomonee Valley Food Court
  • The Buffet
  • Sweet Grass Gift Shop
  • Fitness Center
  • Business Center

Food & Beverage

Guests will be able to get beverages on the casino floor via the beverage kiosks.

Self-serve beverage kiosks will be closed during this time.

Open Outlets & Hours of Operation:

  • Canal Street Café: 9 a.m. – 3 p.m., Daily
  • Stone Creek Coffee: 9 a.m. – 3 p.m., Daily
  • Ruyi: 11 a.m. – 12 a.m., Daily
  • Fire Pit Sports Bar & Grill: 11 a.m. – 12 a.m., Daily

Canal Street Café, Ruyi and Fire Pit Sports Bar & Grill are for take-out orders only for hotel or gaming guests.

There will be no eating allowed on the casino floor, guest must take their food home with them. Hotel guests can take their food to their rooms.

All take-out orders must be placed 45 minutes prior to the end of a gaming session, or they may not be completed.

Menus can be viewed online, on the PHC App or at the restaurant.


The hotel will be open with a limited capacity.

Any questions regarding new or existing group sales should be forwarded to the Sales Department.

The fitness & business center will be closed.

Hotel Guests must park in the structure. Valet is currently closed.

Housekeeping will not enter any occupied guest room. Any requests will be fulfilled and dropped off outside of the guest’s room. Housekeeping will knock on the door to alert the guest their items have arrived.


Promotions & Offers

All promotions and offers available prior to the closure have expired.

Guests will receive future offers based on play.

At this time there is no change to the Tier Points earning system.

The following recurring promotions are currently suspended:

  • Senior Day
  • FKC Appreciation Day
  • Win Again (Slot Jackpot Promotion)
  • 3x Points Monday’s for Diamond, Emerald, Sapphire and Topaz
  • Monthly Birthday Kiosk Game & Drawing
  • New Member Offer

Northern Lights Theater

Northern Lights Box Office remains closed. For tickets that were purchased at the Northern Lights Box Office, visit our ticket refund page here

Guests can view upcoming shows and rescheduled acts at or on the PHC app.

Bus Programs

Our Bus and Group Tour Programs have been indefinitely suspended.  For questions about getting to Potawatomi Hotel & Casino please call 1-800-PAYSBIG or email

W-2g and 1099-Misc Tax Forms

All requests will return to normal procedures. Guests can get their forms online via their player portal or by requesting one from the Fire Keeper’s Club.


At this time parking will only be available on the first and second levels of the parking garage.