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What we're doing to keep you safe


NOTICE TO CUSTOMERS

Following the guidelines of Quebec’s public health, Loto-Québec will be temporarily suspending Kinzo game starting October 16.

We ask our customers to comply with public health recommendations and avoid interregional travel.

What we're doing to keep you safe

We’re so happy to welcome you back!

In order to protect the health and safety of everyone, Loto-Québec is urging its customers to follow the Direction de la santé publique du Québec’s recommendations, including keeping a safe distance of 2 metres (or 6 feet) from others, wearing a mask or face covering and washing their hands frequently.

When you come to play Kinzo, please make sure to:

Sanitize your hands before entering the hall

 

Wait until you’re assigned a seat

 

Maintain physical distancing at all times

 

Wear a mask or face covering

 

Follow the directional arrows in the hall

 

PREVENTIVE MEASURES

  • Signage in Kinzo halls to remind customers of the hygiene and physical distancing guidelines
  • Hand sanitizing stations in all Kinzo halls
  • Installation of physical barriers at the gaming tables to comply with physical distancing requirements
  • Limited seating: Three to six players per gaming table
  • Changes made to our opening hours:
    • Monday to Thursday, from 3 p.m. to 11:30 p.m.

    • Friday to Sunday, from 12 p.m. to 11:30 p.m.

  • Disinfection and frequent cleaning of all hall supplies and equipment by staff

 

 

For the sake of everyone’s health and safety, please do not visit our halls if you’re exhibiting symptoms that could be a sign of COVID‑19, or if you’ve been in contact with a confirmed case of COVID-19 in the past 14 days.

Ensuring that our halls stay safe is a shared responsibility, and we thank you for your cooperation.

FAQ

The current situation

Why are some halls open and not others?

Halls are reopening based on the recommendations issued by the government and public health authorities.


Which halls are open?

Please visit our Where to Play page to check the status of your nearest Kinzo hall.

 

I plan on going to a hall with my significant other. Will we be able to sit side by side?

Yes. Thanks to the newly installed physical barriers, you can sit side by side at a gaming table.

 

Can I book a seat before heading to my nearest Kinzo hall?

There’s no booking system offered for our Kinzo halls. Because our halls have a limited capacity, seats will be allocated on a first come, first served basis.

 

Do I have to wear a face mask at the hall?

You must wear a mask or face covering in our Kinzo halls. This measure is dictated by public health authorities.

 

Purchases

Can I buy my playing cards with a debit or credit card?

No. Cash is the only accepted method of payment for this type of purchase. Though this may make some customers anxious, you should know that our employees have been instructed to follow the hygiene measures prescribed by public health authorities, and this includes frequent hand-washing. Hand sanitizing stations will also be made available to customers.

Furthermore, the Bank of Canada is asking retailers to continue to accept cash.

 

I have promotional Kinzo vouchers that expired on March 31, 2020. Can I still use them?

The expiry date for promotional Kinzo vouchers with an original expiry date between March 14 and June 1, 2020, has been extended to December 31, 2020.

 

Bar and light meal service 

Is the bar and light meal service open?

Yes, but some halls may have decided to temporarily shut down this service or pare down their menu in order to better comply with the physical distancing guidelines issued by public health authorities. Check with the hall staff for complete details.

 

Claiming a prize 

What do I do if I have a winning ticket and can’t claim my prize because your prize claim offices are closed?

If your prize amounts to $3,000 or less, you can claim it at the hall, or mail your Kinzo ticket and the prize claim form you were given at the hall to:

Société des établissements de jeux du Québec
500 Sherbrooke Street Ouest, 16th Floor
Montréal, Québec, H3A 3G6

If your prize amounts to more than $3,000 but less than $10,000, you can mail your Kinzo ticket and the prize claim form you were given at the hall to the aforementioned address.

If your prize amounts to $10,000 or more, we ask that you keep your Kinzo ticket in a safe place and call one of our Claims Office in Montréal or Québec City (1-866-611-5686, Monday to Friday, 8:30 a.m. to 4:30 p.m). Prize claim offices at Québec gaming hall are to remain closed until further notice.

 

 

Questions

If you have any questions about Kinzo, please email us at kinzo@loto-quebec.com or call us at 1-866-611-5686 anytime between 8 a.m. and 11 p.m.