Important Announcements about Crown Rewards

Important Announcements about Crown Rewards

With the closure of, and more recently, the access restrictions enforced at Crown Melbourne, we understand Crown Rewards members have had reduced opportunity to earn Status Credits this Membership Cycle (ending 31 March 2021). That’s why we’re helping eligible members maintain the benefits of their membership by providing a range of support including:a 12-month Status Extension for eligible members (as announced in March 2020) 
  • an additional 6-month Status Tier Extension (through 30 September 2021) over and above the 12-month Status Tier Extension for eligible members announced in March 2020.
  • providing a new, simple online form that enables members to nominate email as their preferred channel to receive player activity statements.

What does status tier extension mean?
Because we appreciate the need for flexibility at this time, Crown is taking measures to preserve the tier benefits of members. At the commencement of the Membership Cycle that began 1 April 2020, Crown Rewards automatically guaranteed the tier status (as at 31 March 2020) of all eligible members for the Membership Cycle (through 30 September 2020.) On 1 October 2020, the tier status of all eligible members was again automatically extended – this time through 31 March 2021. Crown is further extending the tier status of all eligible members through 30 September 2021.
Who is eligible for tier status extension?
All Black, Platinum, Gold and Silver Crown Rewards members who have not earned the required Status Credits to retain their tier status in their own right, and who are not excluded from Crown Melbourne for any reason.
Do I need to do anything to ensure my tier status is extended?
No, we have automatically extended your status until 30 September 2021. At the commencement of the April Membership Cycle, your new membership card will be available for collection from a Crown Rewards desk or, for Gold tier and above members, a Premium Room reception desk until 30 September 2021.
When will my tier status extension be actioned?
Crown will automatically action your tier status extension (on 1 April 2021.) Your tier status will be maintained through 30 September 2021.
Where can I see my tier status?
You can view your status when you log into the Crown Rewards Member Hub. To login to the Crown Rewards Member Hub, navigate to www.crownmelbourne.com.au/crown-rewards and click on “Log In” in the top right-hand corner of the screen. You can also view your status on the Crown Rewards tab of the Crown Resorts mobile App. Click here to download the Crown Resorts App for Apple iOS, or here to download the Android version.
Until when will my tier status be extended?
The tier status of eligible members has automatically been extended through 30 September 2021.
When Crown extends my tier status, will my Status Credits still reset to zero?
Yes. On 1 April 2021, at the start of the then-new Membership Cycle, the Status Credit balance of all member accounts will be reset to zero as usual.
What will happen to my points balance?
Your points balance will be unaffected. In March 2020, we announced that Crown would not elect to exercise its rights according to clause 2.11 of the Crown Rewards Program Rules. Crown has further extended the moratorium on points expiry until 30 September 2021.
Will I receive a new membership card?
For your convenience, we have extended membership card validity on any cards that have expired after March 2020. If the date on your membership card indicates it expired during this year, it has subsequently been reactivated within Crown systems. When Crown re-opens, you can reprint your card at a time of your convenience. In the meantime, you can rest assured your card will continue to work everywhere you’d expect it to - including the car park.

You can view your status when you log into the Crown Rewards Hub. To login to the Crown Rewards Hub, navigate to www.crownmelbourne.com.au/crown-rewards and click on “Log In” in the top right-hand corner of the screen. You can also view your status on the Crown Rewards tab of the Crown Resorts mobile App. Click here to download the Crown Resorts App for Apple iOS, or here to download the Android version.
What will happen to my Platinum and Black Reward hotel room nights?

Platinum Rewards
Platinum Rewards associated with membership cycles 1 Apr 2020 – 30 Sep 2020 and 1 Oct 2020 – 31 Mar 2021 are available for selection on the VIK.

Black Rewards
The below table outlines the number of complimentary hotel room nights gifted to Black members since the closure of Crown Melbourne, and the associated validity policies:
 
For the Membership Cycle:
1 Oct 2019 – 31 Mar 2020
For the Membership Cycle:
1 Apr 2020 – 30 Sep 2020
For the Membership Cycle:
1 Oct 2020 – 31 Mar 2021
The validity of any unredeemed (or cancelled) hotel room nights from this Membership Cycle has been extended until 31 Mar 2021.  3 comp hotel room nights have been loaded to all eligible Black member accounts. These room nights may be redeemed until 31 July 2021. 3 comp hotel room nights have been loaded to all eligible Black member accounts. These room nights may be redeemed until 30 August 2021.
 
Will the expiry on interstate comp points change?
Yes. For interstate comp program players, the validity of comp points earned from activity within a relevant domestic program and expired on or after 18 March 2020 has been extended for twelve (12) months.
I would like to update my address, email or other contact details on my account. How do I do this while Crown Rewards Desks are temporarily inaccessible?
Please contact Crown Rewards Member Support at 1 300 8 CROWN (1 300 827 696). Please note, however, before we can update your account, you will first need to verify your account by providing your full name, DOB and a residential address that matches the details we currently hold on our system. Once your account is verified, we will be happy to assist in updating your details.

You can update your mobile number and your email address by logging into your account at the Crown Rewards Member Hub here.
In March, I stayed at a Crown hotel and dined at one of the restaurants, but I still haven’t received the points. When will I see these points in my account?
If you have not yet received your points for a qualified transaction, please send an email to us at crownrewardshub@crownresorts.com.au. Please include a copy of your invoice or receipt. We apologise for the inconvenience; however, we will only be able to process your claim once Crown re-opens.
I’m having trouble logging into the Member Hub. How can I get assistance?
Please contact Crown Rewards Member Support at 1 300 8 CROWN (1 300 827 696). Once we have successfully established your identity, we will be able to email you a reset link to the email address listed on your account. This link will enable you to reset your password to the Member Hub.

Alternatively, for your convenience, we’ve added the ability to update your PIN in the Crown Resorts Mobile App.
  • Open the App
  • Select the "Info" icon in the menu at the bottom of the page
  • Select the second choice from the top of the page entitled, “Change your PIN” and follow the on-screen instructions.

I usually collect my player activity statement from the Crown Rewards desk each year. With Crown Melbourne closed I have been unable to. Can I change to receive my player activity statement via email?

Players who are members of a Crown Rewards can either elect to have their annual player activity statement:
  • sent to them via post, email or electronic communication; or
  • elect to collect it from the Crown Melbourne.
If you’d like to receive your player activity statement by email, please click here complete and submit the online form. Your preferred channel will be updated within 14 days and your annual statement emailed to you.