Help Center & FAQ
Your comprehensive knowledge base for account verification, Sweeps Coins redemptions, and troubleshooting.
Need Direct Support?
If you cannot find the answer to your question in our extensive knowledge base below, our dedicated customer support team is ready to help you.
Submit a Support Ticket1. Account Registration and Login Troubleshooting
How do I create a free account?
Registering an account is completely free and takes less than a minute. Click the "Join Us" button at the top of the page. You can sign up using your email address and a secure password, or you can register instantly using Google or Apple single sign-on. Please ensure your legal name matches your government-issued ID to avoid delays during future prize redemptions.
I forgot my password. How can I reset it?
If you are locked out of your account, click the "Forgot Password" link on the login screen. Enter the email address associated with your profile, and our automated system will email you a secure reset link. If you do not see it within five minutes, please check your Spam or Junk folders.
Why is my account temporarily suspended or restricted?
Account restrictions typically occur due to security protocols, such as multiple incorrect password attempts, entering a restricted US state (like Washington, Idaho, Michigan, or Nevada) without a valid IP status, or our automated systems detecting duplicate multi-accounting. If you believe your account was restricted in error, contact support.
2. Understanding Gold Coins and Sweeps Coins
What are Gold Coins (GC)?
Gold Coins are virtual tokens used exclusively for standard social gameplay and entertainment. They hold zero real-world monetary value, cannot be redeemed for cash, and cannot be transferred between users. You can acquire Gold Coins through daily login refills, promotional bundles, or social media giveaways.
What are Sweeps Coins (SC)?
Sweeps Coins are promotional entries used in sweepstakes mode. While they cannot be purchased directly, they are awarded free as a bonus with Gold Coin purchases, daily refills, or postal mail requests. Winnings accumulated in Sweeps Coins mode can be redeemed for real cash prizes or digital gift cards after meeting the 1x wagering requirement.
Do my Sweeps Coins expire?
Yes. To comply with federal sweepstakes standards, any unplayed Sweeps Coins in your account will automatically expire and be forfeited if your account remains inactive for sixty (60) consecutive days.
3. Identity Verification (KYC Compliance)
Why do I need to verify my identity?
As a regulated US sweepstakes platform, compliance with federal Anti-Money Laundering (AML) directives requires verifying every player's identity before processing cash prize redemptions. This prevents underage gaming and ensures financial security.
What documents are required for KYC verification?
When you request your first redemption, you will be prompted to submit:
- Government-Issued ID: An unexpired driver's license, passport, or state identification card.
- Proof of Address: A utility bill or bank statement dated within the last 90 days displaying your name and residential address.
- Selfie Verification: A quick facial scan to match your live likeness against your submitted ID photo.
4. Prize Redemptions and Payouts
What are the minimum redemption thresholds?
Once you have accumulated enough eligible, played-through Sweeps Coins:
- Digital Gift Cards: Minimum balance of 10.00 Sweeps Coins (delivered via email in 24-48 hours).
- Cash Bank Transfers: Minimum balance of 100.00 Sweeps Coins (processed in 3 to 5 business days).
Are there state-specific redemption limits?
Yes. Due to state-specific sweepstakes regulations, players residing in New York and Florida are subject to a maximum redemption cap of $5,000 per single spin or game win.
5. Alternative Method of Entry (AMOE)
How do I request free Sweeps Coins via postal mail?
In strict adherence to the "No Purchase Necessary" law, you can request free Sweeps Coins by hand-writing your unique Postal Request Code, full name, email, and return address, along with mandatory legal statements, on a 4x6 index card mailed in a stamped envelope to our processing facility.
6. Technical Troubleshooting
A slot game is freezing or lagging. What should I do?
Our games utilize advanced HTML5 technology. If a game freezes, clear your browser cache and cookies, ensure your connection is stable, and perform a simple page refresh (F5). Your gameplay results are saved on our secure servers the millisecond you spin, so interrupted spins are never lost.
7. Responsible Gaming
We are fully committed to safe social play. You can utilize built-in account tools such as daily purchase limits, 24-hour time-outs, or permanent self-exclusion if you feel your gaming habits require a break. For external support, visit the National Council on Problem Gambling.
