If you believe you've won a tournament prize but haven't received it, follow the steps for the crediting method your tournament uses. If you're not sure which method applies, always try claim-in game first.
If the tournament uses claim-in-game crediting
- Open the qualifying tournament game.
- If the prize doesn't appear on its own, place one spin.
- Check your real-money balance or Coins Wallet.
If the prize still doesn't appear, contact our Support team.
If the tournament uses manual crediting
Manual crediting applies only to cash prizes in game-provider tournaments and can take up to 72 hours after the tournament ends. Please wait the full 72-hour window before reporting a missing prize.
If 72 hours have passed and you still haven't received your prize or a notification, contact our Support team.
If the tournament uses automatic crediting
Refresh the page or app and check your real-money balance or Coins Wallet. If the prize is still missing, contact our Support team.
When contacting Support, please have ready:
- The name of the tournament
- Your final ranking (if known)
- The date the tournament ended
