Help Center & FAQ

1. Account Registration and Login Issues

How do I create a new account?

Creating an account is entirely free and takes less than two minutes. Navigate to the homepage and click on the "Sign Up" button. You can choose to register manually using a valid email address and a secure password, or you can expedite the process by linking an existing Facebook profile. Please ensure that the name you use during registration exactly matches the name on your government-issued ID, as this will be required later during the prize redemption process.

I forgot my password. How can I reset it?

If you cannot remember your login credentials, click the "Forgot Password?" link located directly underneath the login form. Enter the email address associated with your account, and our automated system will instantly send you a secure, time-sensitive link to reset your password. If you do not see the email within 5 minutes, please check your Spam, Junk, or Promotions folders. Note: If you registered using Facebook single sign-on (SSO), you will need to manage your password directly through Facebook.

Why is my account locked or suspended?

We employ automated security protocols to maintain the integrity of the platform. Your account may be temporarily locked or permanently suspended for several reasons, including:

• Multiple Failed Login Attempts: Entering the incorrect password too many times will trigger a 24-hour security cooldown to prevent unauthorized access.
• Multi-Accounting: Our Terms of Service strictly prohibit creating more than one account per person. If our systems detect multiple accounts originating from the same device, IP address, or household, all associated accounts will be permanently banned.
• Geographic Restrictions: Attempting to access the platform using a VPN or logging in from a restricted state (such as Washington, Idaho, Michigan, or Nevada) will trigger an immediate account suspension.
• Chargebacks: Initiating a dispute or chargeback with your bank or credit card provider for a valid Gold Coin purchase will result in an automatic, irrevocable ban.

2. Understanding Gold Coins and Sweeps Coins

What are Gold Coins (GC)?

Gold Coins are the primary virtual currency used on the platform. They are designed strictly for recreational entertainment and social gameplay. You can use Gold Coins to play any of the slots and table games in our library in "Standard Mode." Gold Coins hold absolutely no real-world monetary value. They cannot be traded, withdrawn, or redeemed for cash, gift cards, or any other prizes. You can obtain Gold Coins for free through daily bonuses, or you can purchase Gold Coin packages in our store.

What are Sweeps Coins (SC)?

Sweeps Coins are promotional sweepstakes entry tokens. Sweeps Coins cannot be purchased directly. Instead, they are obtained entirely for free through several compliant methods: as a complimentary bonus when purchasing specific Gold Coin packages, via the daily login bonus, through social media giveaways, or by sending a handwritten Alternative Method of Entry (AMOE) postal request. When you play games using Sweeps Coins, any Sweeps Coins you win become eligible to be redeemed for real-world prizes.

Do my Sweeps Coins expire?

Yes. To comply with sweepstakes regulations, any Sweeps Coins sitting in your account balance will automatically expire and be permanently forfeited if you do not log into your account for a period of sixty (60) consecutive days.

3. Identity Verification (KYC Process)

Why do I need to verify my identity?

To comply with stringent federal Anti-Money Laundering (AML) laws and state sweepstakes regulations, we are legally required to verify the identity, age, and physical location of every player before processing a prize redemption. This "Know Your Customer" (KYC) process ensures that you are over 18 (or 21 where applicable), a resident of a permitted US state, and that the prizes are being sent to the rightful owner of the account.

What documents do I need to provide?

When you initiate your first redemption request, you will need to submit high-resolution, unedited photos of the following documents:

• Government-Issued Photo ID: An unexpired US Driver's License, State ID Card, or US Passport. The photo, your full legal name, date of birth, and expiration date must be clearly visible.
• Proof of Address: A recent utility bill (water, gas, electric), a bank statement, or a residential lease agreement. The document must be dated within the last 90 days and clearly display your name and residential address.
• Facial Recognition "Selfie": You will be prompted to take a live photo of your face using your smartphone or webcam to match against your provided ID.

My documents keep getting rejected. Why?

The most common reasons for document rejection are poor image quality or mismatched information. Please ensure that the lighting is bright, there is no glare obscuring the text on your ID, all four corners of the document are visible within the frame, and the name on your profile exactly matches the name on your ID. If issues persist, please open a support ticket for a manual review.

4. Sweeps Coins Prize Redemptions

What is the minimum amount required to redeem a prize?

Before you can initiate a redemption, you must meet the minimum threshold of eligible, won Sweeps Coins. (Sweeps Coins received as a bonus must be played through the casino games at least once before they become redeemable).

• Digital Gift Cards: A minimum balance of 10.00 redeemable Sweeps Coins is required. Digital gift cards are delivered directly to the email address registered to your account.
• Cash Prizes: A minimum balance of 100.00 redeemable Sweeps Coins is required for a direct cash transfer to your verified bank account or Skrill wallet.

How long does the redemption process take?

Your very first redemption will take the longest (typically 3 to 7 business days) because our Compliance Team must manually review your KYC verification documents and bank details. Once your account is fully verified, subsequent cash transfers typically take 2 to 5 business days to clear your bank. Digital gift card redemptions are usually processed and emailed to you within 24 to 48 hours.

Are there limits on how much I can redeem?

Yes. Due to specific state sweepstakes laws, players residing in New York and Florida are legally restricted to a maximum redemption value of $5,000 per single spin or play. If you live in NY or FL and win a prize exceeding $5,000 on a single play, the payout will automatically be capped at $5,000.

5. Alternative Method of Entry (AMOE)

How can I get free Sweeps Coins through the mail?

To satisfy the "No Purchase Necessary" legal requirement of sweepstakes law, players can obtain free Sweeps Coins by sending a standard, handwritten postal request. You must log into your account and generate a unique Postal Request Code. You must then handwrite this code, along with your full legal name, email address, return address, and the exact mandatory legal statement (which can be found in our official Sweepstakes Rules document) on a standard, unlined 4x6 inch index card. The card must be mailed in a stamped #10 envelope to our designated processing center.

How long does it take to process AMOE requests?

Because AMOE requests must be manually verified to ensure handwriting authenticity and rule adherence, processing times can vary significantly. Generally, it takes between 4 to 8 weeks from the date the envelope is received for the free Sweeps Coins to be credited to your digital account balance.

6. Purchasing Gold Coins and Billing

What payment methods are accepted?

We strive to make purchasing Gold Coin packages as seamless and secure as possible. Currently, the platform accepts Visa, Mastercard, Discover, American Express, Skrill e-wallets, and Trustly Online Banking transfers. Apple Pay is also available when accessing the platform via iOS devices.

My transaction was declined. What should I do?

If your purchase attempt fails, the issue typically originates with your bank or credit card issuer. Because social casinos fall under specific merchant category codes, some banks automatically block these transactions as a security precaution. Please call the customer service number on the back of your card, inform them that you are attempting a legitimate online purchase, and ask them to authorize the transaction.

7. Technical Troubleshooting

The slot game is frozen or won't load. What should I do?

Our games are built on advanced HTML5 technology, meaning they run entirely within your web browser. If you experience freezing, infinite loading screens, or graphical glitches, please try the following steps:

1. Refresh the Page: A simple browser refresh (F5) resolves the vast majority of temporary connection hiccups.
2. Clear Cache and Cookies: Over time, your browser stores temporary files that can become corrupted. Clear your browser's cache and cookies, completely close the browser, and reopen it.
3. Check Internet Connection: Ensure you are on a stable Wi-Fi network. Cellular data can occasionally drop packets, causing the game client to disconnect.

What happens if I lose connection in the middle of a spin?

Do not panic. The outcomes of all games on the platform are determined by a certified Random Number Generator (RNG) on our secure servers the exact millisecond you press the "Spin" button. The visual animations on your screen are simply for entertainment. If you lose your internet connection while the reels are spinning, the result of that spin is already securely recorded in our database. When you log back in, your coin balance will accurately reflect the outcome of that interrupted spin.

8. Responsible Social Gaming

How can I set limits on my account?

We are dedicated to ensuring that your time remains a fun, positive experience. If you feel you are spending too much time or money on the platform, we provide several tools within your "Account Settings" menu to help you stay in control, including Purchase Limits, Loss Limits, and Session Time Limits.

How do I take a break or self-exclude?

If you need a short break, you can trigger a "Time-Out" to lock your account for 24 hours up to 30 days. If you feel you have a problem with social gaming and wish to stop permanently, you can request Self-Exclusion. This action is irreversible. It will permanently close your account, void all remaining balances, and block you from creating any new profiles in the future.

9. Contacting Customer Support