In most cases, VIP memberships are activated within a few minutes. Therefore, if you have bought a VIP membership with your credit card, and the membership has not been activated, we kindly ask you to wait for at least 15 minutes. If your VIP membership has not been activated after 15 minutes, please send us an e-mail by using the contact form below, and we will be happy to have a closer look at your VIP membership.

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There may be various reasons for this problem. Your credit card may have expired, or another error may have happened. Please use the contact form below to provide us with some further information, and we will be happy to have a closer look at your VIP membership to find out what has happened.

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If you have a new credit card or you have changed your bank, you can change your card information in your Account status. You have to cancel your current VIP membership and when it has expired, you can sign up again using the new card information.

We ask you to enter your credit card information when creating a free VIP membership for one week, because this information is necessary to set up your membership. As you sign up for a free one week VIP membership, you automatically agree to pay for your VIP membership after the free week. You may cancel this membership before the first charge is made, as long as this is done according to our Terms and conditions.

In order to be able to answer this question, we need some further information. Please fill in the contact form below and send it to us. Then, we will be able to tell you exactly what you are being charged for.

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If you wish to cancel your VIP membership, you have to do so in your Account status. Please note that there is no refund for payments you already made. If you cancel your VIP membership, you will still remain a VIP member for the number of days you already paid for.

You can use your tokens to participate in the prize draws on Playandwin. In the Ticket Shop, you can buy tickets for the various Jackpot draws, and if you are a VIP member, you can activate automatic ticket purchase. You can read more about how to purchase tickets in the Ticket Shop.

If you have won one of our jackpots, and you haven't received your money yet, please fill in the contact form below and send it to us. We will contact you as quickly as possible to let you know what has happenend. Please note that it may take up to one month before you receive your prize.

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If you are the lucky winner of one of our Jackpots, you will receive a message in your Playandwin inbox and an e-mail. There, you will be asked to click on a link and enter your Paypal details. It is very important that you enter the correct details, as it may not be possible to send the money to you if there are errors in your paypal details.

Playandwin recommends you to use either Mozilla Firefox, Internet Explorer or Google Chrome. Other browsers may work, but if you experience problems using any other browser than those mentioned above, Playandwin may ask you to try a different browser to see if this solves your problem.

Many users experience problems because of their JAVA version. If your version of JAVA is too old (You need at least version 1.6.0_0) or if you haven't got JAVA installed at all, you cannot play the games or the games do not work properly. Therefore, you need to either install or update your JAVA. If there are several versions of JAVA installed on the same computer, it may cause problems on Playandwin. Therefore, you need to delete all JAVA on your computer and then download a new version. If you already have a version of JAVA installed on your computer, and your version is newer than 1.6.0_0, it may happen that your JAVA version does not communicate well with your computer, as all computers are different. Therefore, you may need to change to a different version. In most cases, we recommend you to install the latest version of JAVA. In order uninstall all previous JAVA versions on your computer, please go to your Control Panel, select "Add/remove programmes" and delete everything that has to do with Java, as well as all the Suns updates (they may be called J2SE runtime environment, or something similar). After deleting Java, please download the latest version here.

Unfortunately, many users using Norton as their Anti-Virus program are experiencing problems on Playandwin. In order to determine whether your problem is caused by Norton, please deactivate your ad blocker and your pop up blocker, to see if this has any effect. If that doesn't help, please deactivate your firewall in Norton temporarily to see if that makes a difference.

Some of our games require that you have installed the latest version of Flashplayer. You can download it here!

If you have problems on Playandwin, it may be because you have installed various toolbars or other additional programs on your computer. Therefore, it may help if you uninstall them from your computer.

If you wish to delete cookies and temporary internet files in Internet Explorer, please do the following: - Start your Internet Explorer - Press "alt" on your keyboard, and the menu bar will appear in the top of the browser window - Click on "Functions" - Click on "Delete browsing history" - Make sure that only cookies are marked for deletion, and then click "ok".

If you wish to delete cookies and temporary internet files in Mozilla Firefox, please do the following: - Start Mozilla Firefox - Click on "Tools" and then on "Clear private data" - Select the check box against "Cache" and "Cookies" - Click on "Clear private data now"

If you wish to delete cookies and temporary internet files in Google Chrome, please do the following: - Click on the "Tool" menu - Select "Options" - Click on the "Under the Hood" tab - Click on "Content settings" in the "Privacy" section - On the "Cookies" tab, click "Show cookies and other site data" - To delete all cookies, click "Remove all" - If you want Google Chrome to automatically delete cookies when you exit the browser, select "Clear cookies and other site data when I close my browser" in the Content Settings dialogue - Click "Close" in the Content Settings dialogue when you are done.

This is how you can enable cookies in Internet Explorer 8.0: - Click on "Tools" and then on "Internet Options" - In the appearing option, click on "Security" and then "Change" - You will now see a long list of settings. Scroll down until you see the option "Cookies". Click on "Activate" and then on the "OK" button twice.

This is how you can enable cookies in Mozilla Firefox: - On the toolbar, click on "File" and then on "Preferences" - Select "Privacy & Security" - Choose "Enable all cookies" from the selection options, or check "Enable cookies for the originating website only" - Click "OK"

This is how you can enable cookies in Google Chrome: - Click on the tool in the top right corner and select "Options" - Click on the "Under the Hood" tab and scroll down until you see "Cookies" - Make sure that "Allow all cookies" is selected

In certain situations, it may be necessary to make a screenshot, for instance when you wish to complain about another user. If you experience errors in a game, we also ask you to make screenshots and send them to us, as this makes it much easier for us to find the error. You can make screenshots either by downloading the programme Screenhunter, or by doing the following: - Press the PRT SCR key (Print Screen) on your keyboard - Open Paint, Word or another program which allows you to edit pictures - Choose "Edit" and then "Insert" - Save the picture, preferrably as JPEG or GIF. If you are using Word, just save the document as an ordinary Word document. After that, please send the picture to us through the contact form in the relevant category. If the picture is too large, you can send it directly to info@playandwin.co.uk.

Unfortunately, it is not possible to change your username. The only way o get a new username is to delete your current profile and create a new one. If you wish to delete your username, you can do it here. On the bottom of that page, you will be able to delete your username. If you choose to do that, you will lose all profile information, tokens, guestbook entries, rating, and so on, and if you are a VIP member, you will lose your remaining VIP days as well. It is not possible to transfer a VIP membership to a new username. Instead, you will have to sign up again once you have created a new profile.

We are sorry to hear that you no longer wish to have a user profile with us. If there is a specific problem, maybe we can help you solve it? If you still wish to delete your entire profile, please click here. On the bottom of that page, you will be able to click on "Delete user". If you cannot see that link, you have to fill in all your profile information first and save it. After that, you should be able to see the link and delete your profile. Please bear in mind that a profile cannot be recreated once it has been deleted. If you are a VIP member, remaining VIP days will be lost as well.

Choosing a safe password is important. Unfortunately, we often see users who choose a password that is identical or almost identical with their username. This makes it easy for other users to guess their password. Therefore, Playandwin recommends that you use a password which is not easy to guess for others.
Remember that passwords and profiles are personal, and only you should have access to your profile. If you let others use your profile, you are still responsible for what happens from and in the profile.

You can change your password here. You need to enter your current password in "Current password" and your new password in "New password". Then, you need to fill in all other fields in case you haven't already done so. Finally, please click on "Save changes".

You can change your e-mail address and other personal information here. Remember that it is only possible to have one username per e-mail address. Therefore, it is not possible to register an e-mail address that is already registered in our database.

The filter helps you decide what types of pictures you wish to see on Playandwin. When new pictures are uploaded to Playandwin, our admins will determine whether they are suitable for all users or not. Pictures, which may be offensive to some users, are put in a filter. As a user, you decide whether or not you want to see those pictures. You can activate or deactivate the filter in your Profile settings.

All gallery pictures are placed in the filter, until an admin has reviewed them. If your gallery picture is not visible, it may be because it has not been reviewed by an admin yet.

Your picture may have been deleted because it did not comply with Playandwin's rules. You can read our rules for uploading pictures in the bottom of our Community Rules.

You can see the rules for uploading pictures in the bottom of our Community Rules.

If one or several of your profile / gallery / background pictures has been removed, and you do not agree with that decision, you are welcome to send us a complaint by using the contact form below.

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If a friendship request is shown in your profile, and you can't accept it, it may be because you are the one who sent the request, and the other person has not yet accepted your request.

If you try to accept a friendship request and you are told that this is not possible, even though you have space on your friends list, the problem may be that the person who sent the friendship request does not have any more space on their friends list.

If you block a user, this means that the user will show on your block list. The users you blocked will not be able to view your profile, and they won't be able to send you any instant messages. To add a user to your block list, please go to your profile and click on "Block list". You will then be able to type the username of the person you wish to block. If you wish to remove a user from that list, just click on the bin next to the username, and the user will disappear from your block list again. It is not possible to block admins. You can use "Ignore" if you don't wish to see what a certain user is typing in a chat room. In order to do that, just click on the username in the chat, and you will be able to select "Ignore". This means that you can't see what the user is writing in the chat. As soon as you close the game, Ignore is no longer active.

If you have problems when trying to insert a picture in a guestbook or free text, please check if your Advanced Editor is activated in your profile. You can do so in your Profile settings. If you want to insert a picture that is already on Playandwin, please find the picture on Playandwin and right-click on it. Then, select "Copy". After that, you can create a guestbook message and right-click again. If you choose "Paste" now, the picture will be inserted into your message. You can also add pictures from outside Playandwin, for instance from your own homepage: You have to copy the address of the picture, which may be something like http://myhomepage.co.uk/picture.gif. You can find this address by right-clicking on the picture and selecting "Properties". After that, all you have to do is create a guestbook entry, and click on the green tree in the Editor. Here, you can enter the address that you have copied, and the picture will be inserted into the message. Please be aware that HTML links with CSS or Autoplay will not be accepted on Playandwin. If you have found a piece of music or a video you wish to insert, you will have to mark the code underneath the video / music video and copy it. Then, you insert this code by clicking on "HTML" in the free text or guestbook editor. Then, please click on "Update". You should now be able to see the video / music video in the guestbook message / free text.

If you wish to complain about another user, you may use the "Report" feature, which you can find as a yellow triangle in each profile. Please try to describe the incident as precisely as possible and remember to attach a screenshot of what has happened. Please be aware that we are not able to take any action, unless there are screenshots. You can also contact one of our admins, either by sending them an instant message, or by leaving them a message in their inbox. Remember to add a screenshot of the incident. You can make screenshots either by downloading the programme Screenhunter, or by doing the following: Please press the "Prt Scr" key on your keyboard. Open Paint, Word or another program which allows you to edit pictures. Choose "Edit" and then "Insert". Save the picture, preferrably as JPEG or GIF. If you are using Word, just save the document as an ordinary Word document. Then, please send the picture to us.

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Every time your friends win, you will receive a portion of their prize. Remember to keep an eye every day on how many tokens are waiting for you, as there is a maximum number of tokens that can be stored. You may cash in your share prizes as often as you want.

If you have problems when playing games, we recommend you to check the "Technical problems" section and have a look at the advice given there. If this doesn't have any effect, please proceed to the following: If you experience problems, which have nothing to do with lost tokens or rating, or missing stats, you can use the "Need help?" button, which you can find in all our games. Then, please select "Send us an error" to let us know about your problems. If you do so, your message is sent to Playandwin, but you will not receive a personal answer. If you would like an answer to your message, please use the form below, and we will look into your problem.

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We are always interested in hearing about your ideas for new games or features on Playandwin! If you have any suggestions, please use the contact form below to send them to us.

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If you are unsure about what is allowed in the chat and what isn't, please have a look at the Community rules.

First of all, we would like you to check your settings in the chat by clicking on the tool on the right side of the chat. In your chat settings, you can choose whether you want your smileys to be displayed as normal smileys, animated smileys, or as text. Please check whether you have chosen the right settings.

Some smileys and icons are available for everyone, whereas others are only available for VIP members. Furthermore, there are some older games on the site, where there are no animated smileys in the chat, no matter if you are a VIP member or not.

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You may experience problems in the chat, for instance by receiving error messages such as "Connection to the chat cannot be made", or codes containing numbers. You may experience this problem, because your firewall blocks access to the chat. If you are not part of a network, you have to contact your internet provider and ask them to make sure that the ports 80+10.000-10.999 are open in your firewall. If you are part of a network, your system administrator can check this for you and open up for the relevant ports, if necessary.

If you have checked your ports, and if you still have problems, you are welcome to send us an e-mail by using the contact form below.

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If your chat is really slow, we recommend you to go through the chapter "Technical problems" and try the advice that are given there. If this does not have any effect, you are welcome to contact us by using the form below.

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If you have general questions about the chat, please contact one of our admins. In most cases, they will be able to help you.

You can apply to become an admin here. To be eligible, you must be a VIP member and at least 18 years old. You only receive an answer to your application, if you are chosen as admin.
Please note that you only have to send one application, as we keep them in our archive.

You can always see which users are admins and which admins are online by viewing the Admin list.

Normally, an admin can help you with all questions regarding the various features on Playandwin. Admins can also answer general questions about the different types of VIP membership. However, they have no insight of the status of your account and your payments, so if you have specific questions about your VIP membership, please contact Playandwin through the appropriate contact form in the "VIP/Payments." Furthermore, admins are able to help if there are conflicts between users, and they generally monitor the chatrooms. However, there are certain things that admins are unable to help with. For instance, admins are not able to help if there are technical problems on Playandwin and they may tell you to contact Playandwin's customer support directly. Furthermore, admins will not answer questions about bans that were made by other admins. Instead, you will be asked to contact Playandwin's customer support.

If you wish to complain about an admin, please do so by using the contact form below.

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If no admins are online, you can contact admins by email.
If you want to report another user, you can either do this to an admin by email or through this contactform.

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In some cases, it takes up to one hour for your stats to register in your profile. Therefore, we ask you to be patient and check your stats again one hour after you have finished your game. You can do so by going to the game you played, and have a look at your stats. If they still haven't registered, please send us an e-mail by using the contact form below.

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If you have fulfilled all requirements for a medal, and the medal has not been registered in your profile yet, we ask you to be patient - it may take up to an hour for medals to register. If you have waited for an hour, please go to the game you have played and have a look at your stats. If the medal has still not been registered after that, please feel free to contact Playandwin by using the contact form below. Please note that you cannot expect your medal to register before you have closed the game.

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There are two types of challenges on Playandwin: Automatically activated challenges and personal challenges. There are two automatically activated challenges every week, and they are published every Tuesday at 10 am. You then have one week to complete the challenges - on the following Tuesday at 8 am, the challenges will be reset. Personal challenges are challenges, which you can activate at any time. Just as with automatically activated challenges, you will have one week to complete them. After one week, the challenges are reset - if you have not completed them by then, you will have to start from scratch again. Once an automatically activated challenge has expired after one week, it will be moved to the personal challenges, so you can still activate it at any time.

It may take up to an hour for a new badge to register. To check if a badge has been registered, please go to the game that you have played. If the challenge isn't registered as completed, you are welcome to contact Playandwin by using the contact form below. Please note that you cannot expect your badge to register while the game is still open.

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Challenges are not compatible with Internet Explorer 6.0. If you use Internet Explorer 6.0, we kindly ask you to upgrade your browser. Then, you should be able to play challenges again. Please have a look at the "Technical problems" section as well and try the advice given there - they may help you solve your problem.

There are several ways to collect tokens. You can read more about how to win as many tokens as possible by reading our Token guide.

If you have lost tokens without having bought tickets or having used them in games, please check whether you have signed up for automatic ticket purchasing. You can do this by checking your exchange rate in the Ticket Shop. If it is on more than 0%, you have signed up for automatic ticket purchasing, and your tokens are exchanged for tickets. You can change this by changing your exchange rate back to 0% in all three Jackpots.

Automatic ticket purchasing works the following way: Just before the prize draw, tokens are taken from your account and changed into tickets. This means that you do not see the tickets on your profile, unless you happen to be online on the title page and update your site exactly at the same time as the tickets are purchased. Of course, the tickets are not visible on your profile any more after the prize draw has taken place.


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If you have lost rating due to errors in a game or connection problems, please let us know by using the contact form below. In most cases, we will be able to add the missing rating back to your account.

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Normally, all tokens are registered right away, but occasionally, there are delays. If you don't think that you have received the number of tokens that you have won in a game, or you have lost tokens due to lost connection or errors in games, we ask you to wait for at least two hours, after you have finished the game. If your tokens still haven't registered, please contact us by using the contact form below.

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The amount of rating that you win or lose in a game depends on how much rating your adversary has in that game. For instance, if you play against a user, whose rating is significantly higher than your own, you will win many rating points in case you win the game. Accordingly, you only lose few rating points in case you lose the game. However, if you are the one with high rating, you may lose a lot of points when losing to a user with much less rating than yourself. We have created this system to keep multiplayer games interesting for everybody, no matter how much or how little rating they have.

The signup button for tournaments may be gray for one of the following two reasons: You can only sign up for tournaments that start within the next 30 minutes. Therefore, the signup button is gray for all tournaments that start later than that. If you have played a tournament and have lost connection, you may be "caught" in that previous tournament, even though you are not playing any more. Unfortunately, there can be some delays in the system, so that you are not able to sign up for new tournaments for a while.

If you frequently lose connection in tournaments, it may help you to reset your browser. When you reset your settings in Internet Explorer, it means that all additional programs and user defined settings are removed. Basically, you start with a new version of Internet Explorer. This may help you if your games frequently freeze, or if you have problems staying on the site. It may also help, in case you have problems with getting your stats registered. Please click here to get help.

If you have problems when playing tournaments, we recommend you to check the "Technical problems" section and have a look at the advice given there. If this doesn't have any effect, please proceed to the following: If you experience problems, which have nothing to do with lost tokens or rating, or missing stats, you can use the "Need help?" button, which you can find in all our games. Then, please select "Send us an error" to let us know about your problems. If you do so, your message is sent to Playandwin, but you will not receive a personal answer. If you would like an answer to your message, please use the form below, and we will look into your problem. Unfortunately, it is not possible to add trophies to profiles after a tournament, but we would still like to be informed about that kind of problem, so we can have a closer look at it and hopefully solve it.

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As Playandwin only works 100% with Windows, it can be difficult to use Playandwin with a MAC. This is what we have found out so far: If you use Mozilla Firefox as your browser, you will have problems with our games, whereas you will not be able to use the chat, if you use Safari. The best thing would be to get Snow Leopard, which is Apple's desktop and server operative system for MAC's. This system will give you the opportunity to get Windows on your MAC, and you will then be able to use Playandwin by using Internet Explorer 8.0 as your browser.

If you can't find the answer to your question in any of the categories above, please send us an e-mail by using the form below, and we will be happy to help you.

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