Frequently Asked Questions

Q: When will The Star re-open?

A: There is no higher priority to our entire Santa Ana Family than the safety of our guests and team members. We are continually monitoring the status of the Coronavirus (COVID-19) outbreak and will re-open when we are confident that we are able to once again offer a safe entertainment environment.


Q: What will happen with my Free Play and offers?

A: All of our offers and promotions are on hold, and will be re-scheduled upon re-opening. This includes Free Play, Discounted Hotel Rates, Loyalty Gifts, Promotional Free Play Offers, and more. Because many promotions and offers are earned while playing with a Star Rewards Card, we will keep the status you had obtained before the casino’s closure.


Q: Will I receive a refund for a hotel room or event ticket purchased?

A: Yes. All cancelled hotel stays will be fully refunded. All ticketed events that are cancelled will receive a refund through an email from the ticket provider, Hold My Ticket. Please check your spam or junk folder if you are expecting a refund email, but not seeing it in your email inbox.


Q: Will my TITO ticket, Sportsbook ticket or cash voucher expire?

A: While these expire after 30 days, we will extend the expiration date and honor them after the casino re-opens.


Q: How do I obtain a win/loss statement?

A: You can log in to your Star Rewards Online Account and download your win/loss statement. If you cannot access your online account, you can submit a request through our Contact Us form.


Q: How will I know when The Star is open again?

A: We will post updates on our website as we get closer to a re-open date. In addition, you can follow us on Facebook and Instagram for more updates.