Haven’t Received Your Coins?
Before reaching out to support, please follow these troubleshooting steps:
1. Immediate Troubleshooting
Refresh Your Account: Log out and log back in to refresh your balance and update your account status.
Check Your Funds History: Go to the "Funds History" section in your account to confirm if the transaction was recorded and what was included in the offer.
Verify Offer Details: Double-check if the package you bought includes the specific coins you're looking for (e.g., some lower-end packages only include Crown Coins and no Sweeps Coins).
2. Region-Specific Purchase Rules
Tennessee (TN) Players: If you are playing from Tennessee, your purchase experience follows a unique model:
Gameplay Challenges: Purchase packages do not include immediate Sweeps Coins. Instead, they include a Gameplay Challenge.
Unlocking SC: You must complete the challenge to be rewarded with your Free Sweeps Coins. Check your Active Challenges to see your progress.
NY, CT, and BJ Players:
CC Only: Please be advised that Sweeps Coins (SC) are not available for purchase or rewards in these regions. Purchases in these states include Crown Coins (CC) only.
3. Understanding Bank Charges
Pending Charges: If the purchase failed but you see a charge, it is likely a temporary authorization hold that your bank will lift within 3-5 business days.
Billing Address: Ensure your entered billing address matches exactly what is on file with your bank.
4. Specific Scenarios
Apple Pay: Transactions may appear differently due to encrypted tokens.
CrownRoad Premium: These purchases unlock account benefits rather than crediting currency.
Need More Help?
If your balance still hasn't updated after checking these steps, please contact our Customer Support Team with your Transaction ID and a screenshot of the purchase or bank statement.