Frequently Asked Questions

If you're seeing an "already in use" message, it means this phone number has been previously registered or linked on our platform — you may have simply forgotten about it.

We recommend trying to log in directly with that phone number. If you don't remember your password, just tap "Forgot Password" to regain access.

You can download Go Go Gold directly from the Apple App Store.

Tap the link below to get started: Get Go Go Gold on the App Store

Please note that Go Go Gold is not yet available on Google Play — stay tuned for updates!

You can delete your account by scrolling down to the footer of the page and selecting the [Delete Account] option.

Please make sure to read the pop-up notification carefully before confirming.

We truly apologize for any unpleasant experience you may have encountered on Go Go Gold.

If games are not loading or working properly, it is usually caused by a network connection issue. Here are a few quick steps you can try to fix it:

• Switch your network: Try changing to a different Wi-Fi network or switching to your mobile data.
• Turn off VPNs or proxies: If you are using a VPN or proxy service, please turn it off. These tools can often block games from loading correctly.

If the games still do not work after trying these steps, please contact our customer support team for help.

The purchase options shown in the STORE may change from time to time based on current offers and promotions.

If a smaller package is not displayed, it is not included among the options currently available.

Please check the STORE regularly for updated packages and special offers.

Live Casino games are not currently available on the platform.

Game availability may change from time to time based on platform updates and content arrangements.

Please check the lobby for the games currently available.

The current minimum amount required for a redemption is 5 SC.

However, specific limits and requirements can sometimes vary.

We highly recommend checking the redemption page directly for the most accurate information.

To unlock more games, you simply need to increase your VIP level.

As you reach higher VIP levels, new and exclusive games will automatically become available for you to play.

If you need to take a break from playing, you can easily set up self-exclusion by following these simple steps:

1. Go to your Account page.
2. Click on Self Exclusion.

From there, you can follow the instructions to restrict access to your account.

The Affiliate Program allows you to earn commissions from eligible bets placed by users who join through your referral link or referral code.

To participate:

1. Create a referral campaign.
2. Share your referral link or code.
3. Earn commissions from qualifying activity and withdraw your earnings through the available methods.

Commissions may continue as long as your referrals remain active. Eligible affiliates may also be able to access customized commission plans.

Please refer to the Affiliate Program page for the applicable terms, eligibility requirements, commission details, and payout methods.

Redeem Code is a promotional code that can be entered in the app to claim eligible rewards.

Codes may be shared through our official social media accounts or other approved promotional channels. To use a code, open the Redeem Code section, enter the code, and follow the on-screen instructions.

Each code may have specific eligibility requirements, expiration dates, or usage limits. Please make sure the code is valid before submitting it.

You may receive Sweeps Coins (SC) through several methods, including:

• Daily Login Rewards: Log in each day and claim the available reward.
• Social Media Promotions: Follow our official social media accounts for contests, giveaways, and other SC opportunities.
• Limited-Time Promotions: Check the Promotions page and your email for special offers or promotional rewards.
• Eligible Gold Coin Purchases: SC may be included as a promotional bonus with selected GC packages. SC cannot be purchased directly.
• Mail-In Requests: Free SC may also be available through a mail-in request. Please review the Sweepstakes Rules for the applicable instructions and requirements.

Available rewards, eligibility requirements, and promotional terms may vary.

On the login page, select Forgot Password? and follow the instructions.

A verification code or reset link will be sent to the email address or phone number associated with your sign-up or login method.

Use it to create a new password.

Some profile details can be updated from the Profile page. Please review your information carefully before saving, as certain details cannot be changed afterward.

• Personal information: Details such as your name and date of birth may be locked after they are saved.
• Email and phone number: Once linked and verified, they cannot be changed.
• Connected social accounts: A social account cannot be unlinked or replaced after it is connected.

Please confirm that all information is correct before submitting or linking it.

Each player may create and use only one account on the platform. Creating or using additional accounts is not permitted and may result in account restrictions or closure.

If you lose access to your account, please recover the original account instead of creating a new one. Duplicate accounts may also affect account verification, promotional rewards, or redemption requests.

Please refer to the Terms of Service for more information.

If the email does not arrive, please try the following:

1. Check your Spam, Junk, or Promotions folder.
2. Confirm that you entered the correct email address.
3. Wait a few minutes and try sending the email again.
4. Add our official email address to your contacts or safe-senders list.
5. If you still cannot find the email, try again later or contact Customer Support for assistance.

For security reasons, do not share your password or verification code with anyone.

Identity verification (KYC) is a standard process used to keep the platform safe, fair, and compliant.

It helps us:

• Confirm your identity and eligibility to use the platform;
• Verify that you meet the applicable age and location requirements;
• Protect your account from unauthorized use and identity fraud;
• Prevent duplicate accounts and misuse of promotional rewards;
• Confirm that redemption details belong to the verified account holder.

Identity verification may be required before you can redeem Sweeps Coins (SC) for prizes. Please provide accurate information and submit clear, valid documents by following the instructions on the verification page.

If your identity verification is unsuccessful, review the message shown on the verification page and check that:

• Your identification document is valid and not expired.
• The required document images are clear, complete, and readable.
• The information entered matches the details on your document.
• The document belongs to you and is supported by the platform.

If the option is available, correct the information and submit your verification again.

If you are unable to retry or need further assistance, contact Customer Support for help with your verification status.

To view your recent redemption records:

1. Tap REDEEM to open the PRIZE REDEMPTION page.
2. Tap the clock icon next to PRIZE REDEMPTION.
3. Your 10 most recent redemption records will be displayed.

To view your recent purchase history:

1. Tap STORE to open the COIN STORE.
2. Tap Purchase History in the COIN STORE banner.
3. Your 10 most recent purchase records will be displayed.

To redeem your Sweeps Coins:

1. Make sure your account is fully verified and your balance meets the minimum redemption amount.
2. Go to the Redemption page and select Redeem.
3. Choose your preferred payout method, such as bank transfer or PayPal.
4. Enter the amount you'd like to redeem and follow the on-screen instructions.

After you submit your request, it will be reviewed and processed as soon as possible.

Available payment methods may vary by region and account.

We may support major credit and debit cards, as well as options such as Apple Pay, Google Pay, Cash App, or PayPal.

Tap Buy to view the payment methods currently available to you.

A purchase may be declined for several reasons, including:

• Incorrect card details;
• Insufficient available funds;
• A card limit or authorization issue;
• Restrictions placed by your bank or card issuer;
• A temporary payment processing error.

Please check your payment details and try again later.

You may also try another available payment method or contact your bank or card issuer for further assistance.

All our games use a certified Random Number Generator (RNG).

This ensures that the outcome of every single spin is 100% random, fair, and cannot be manipulated by anyone.

Your redemption may be taking longer than usual because it requires additional security verification. This can happen when:

• Your account or payment details were recently updated
• The redemption activity differs from your usual pattern
• Additional information is needed to verify the transaction

This review helps protect your account and ensure the redemption is processed safely.

We'll complete the process as soon as possible.

We encourage players to set personal limits and manage their gaming activity responsibly.

If you feel that gaming is becoming difficult to control, please consider taking a break from playing.

To join the fun, you must be at least 18 years old (or the legal age of majority in your area).
While we'd love to welcome everyone, there are a few specific regions where our games are currently unavailable due to varying local regulations.

For the most accurate and up-to-date information on restricted territories, please refer to our Terms of Service.
Don't worry, though—our system will automatically let you know during the registration process if your region is supported.

We know it can be surprising to come back to a game and see your coin pot looking empty! But don't worry—you haven't lost any actual progress.

In many of our games, the growing pot is just a fun visual animation designed to add excitement. It doesn't actually mean the jackpot is "full" or about to burst. Every single spin is controlled by a Random Number Generator (RNG), meaning your chances of hitting the jackpot are exactly the same on every spin, regardless of how big or small the pot looks on the screen.

So, even if the pot resets visually when you leave and reload the game, your odds of winning haven't changed at all.

We are very sorry to hear that you had an unexpected experience in the game. Here are some common reasons:

• Poor network connection - We recommend that you check your network and restart the game.
• Insufficient device memory - The game requires sufficient memory to run. We recommend that you check the device memory and clean it up promptly.

If the issue continues, contact Customer Support and provide the game name and relevant details. We will do our best to solve the problem for you!

Game availability may vary by region.

A game provider may restrict access to certain titles based on licensing, regulatory, or geographic requirements.

These restrictions are determined by the provider and cannot be changed by the platform.

When you are in the main lobby, simply tap the currency toggle at the top of your screen to switch between Gold Coins (GC) and Sweeps Coins (SC).

Important Note: You cannot switch currencies while you are actively playing a game. If you are in a game and decide you want to play with a different coin type, you will need to exit the game, return to the main lobby to switch your currency, and then re-enter the game.

Once a redemption request is marked as Pending or Processing, it has entered the processing workflow and cannot be canceled.

Please wait for the request to be processed. Its status will be updated automatically when processing is complete.

Redemption method may be temporarily unavailable due to maintenance, processing updates, or changes to available payment services.

When this happens, it will not appear on the Redemption page.

Please select another available method to submit your request.

The unavailable option may return once it becomes available again.

Only one redemption request can be submitted at a time.

Once your current request has been completed, you may submit another request.

The bet amount shown on the game screen is used for the next spin. To change it, tap the + or − button to select a different amount.

Your bet amount will remain at the selected setting until you change it manually. Please review the displayed amount before each spin.

We use two different kinds of coins on our platform:

• Gold Coins (GC): These are just for fun. You use them to play games for entertainment. They have no real-world cash value and cannot be redeemed for prizes. You can get them for free or buy more if you run out.

• Sweeps Coins (SC): These are promotional coins. You can never buy them directly; you only get them as free bonuses. Any SC you win from playing games can be redeemed for real prizes once you meet the gameplay requirements.