Caesars Entertainment Total Rewards program took all of my points

Caesars Entertainment Total Rewards Program was a gamble he didn't win.

Scott Gillette took a gamble with his Caesars Entertainment Total Rewards points — and lost.

He waited until the last minute to make a purchase that should have kept his account in good standing. However, the company claims the clock ran out for Gillette and his points. But did it?

A Caesars Entertainment Total Rewards warning

Last August, Gillette received an email from Caesars Entertainment Total Rewards warning that his 46,661 program points were due to expire within two months and that, according to Total Rewards rules and regulations, “Reward Credits are valid as long as the Member obtains at least one Reward Credit every six months. If the Member does not obtain any Reward Credits within any six-month period, the entire Reward Credit account balance will expire.”

Motivated by the company’s email, Gillette attempted to earn a Total Rewards point by ordering flowers for his wife. But he waited too long to place the order.

“I had received an email like this before and made sure I earned a credit by purchasing flowers,” Gillette said. I purchased the flowers on October 24, directly through the Total Rewards site, as I had done on the previous occasion. The reward credits for that purchase did not post until after October 28, thus triggering a deletion of 46,661 rewards credits, a $466 value.”

About the Caesars Entertainment Total Rewards program

Gillette belongs to the Caesars Entertainment Total Rewards program. It allows members to earn and redeem credits at 40 resorts and casinos around the world. In addition to earning credits for gambling at participating locations, members can also increase their points balance by making purchases with a Caesars-branded Visa card.

Gillette was shocked when he saw that his Total Rewards balance had vanished. He thought he had acted within the provisions of the program. He ordered the flowers, using his visa, on October 24 and they were delivered on October 27. This should have been just in time to meet the October 28 deadline, right?

Unfortunately, Gillette soon learned the danger of procrastinating when he contacted Total Rewards customer service. The Caesars representative cited the company’s Marketplace Shop & Earn Terms and Conditions. “Reward Credits for Online Purchases are typically posted to Total Rewards account within forty- five (45) days of transaction posting. Awarding of Reward Credits for some Retailer Offers may require additional processing time. Awarding of Reward Credits for Travel Retailer Offers are awarded within forty-five (45) days after travel is completed.”

The representative also told Gillette that it would be impossible to reinstate the points on his account.

So while Gillette made his purchase on time the reward did not post to his account until well after they had expired.

The bad news

Frustrated with a lack of understanding on the part of Caesars Total Rewards representatives, Gillette reached out to our advocacy team, who attempted to intercede in his dispute with the company.

Unfortunately, Caesars turned a deaf ear to our advocate, Michelle Couch-Friedman’s repeated attempts to correspond with the gaming company. After making several attempts to contact Caesars, Friedman declared this as a Case Dismissed.

Gillette’s case is an important reminder to pay strict attention to all programs for which you are registered. Do everything in your power to maintain your standing at the earliest possible time. Even too early may not be early enough.

There are no federal regulations or laws that govern these types of programs. So the responsibility is on you — the consumer — to make sure you don’t lose out.

Should travel providers be allowed to let program points expire?

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