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If you have paid for your VIP membership with a credit card and the membership has not been registered, please wait for 15 minutes. If you are still not a VIP after that, you are welcome to send us an e-mail by using this form:

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If you are asked to enter payment information when creating a free VIP membership for a month, this is because they are necessary for setting up the membership. In order to get a free VIP membership for a month, you have to sing up for a payment agreement to pay for your VIP membership after the free month. You can cancel this membership before the first charge is made, if you wish - however, this can only be done according to our terms and conditions.

You can cancel your VIP membership on the bottom of your account status. Payments for VIP memberships made in advance are not refunded.

Until a gallery image has been reviewed by an admin, it will be in the image filter.

If you have trouble disabling the image filter, it may be because you have not specified your age in your profile. This is necessary in order to disable the image filter.

You can change your password, your e-mail address, name, address and other personal information by going to "Edit user" on the yellow bar on the top of the site, when you are logged in.

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 the password. Therefore, Playandwin recommends to 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 responsible for what happens from and in the profile.

If you wish to have a new username, you have to delete your current username and create a new one. You can delete your profile by going to the title page and then "Edit user" in the yellow bar on the top of the site. You will lose your tokens, guestbook entries, and so on, and if you have any VIP days left, they will be lost as well. VIP memberships cannot be transferred to a new username, but you will have to sign up for a new VIP membership once your new username is created. It is not possible to change an already existing username.

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 check your exchange rate in the Ticket Shop. If it is on more than 0%, you have signed up for automatic ticket purchasing. You can change this by changing your exchange rate back to 0%.

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.

You can activate/deactivate the public profile news by going to "settings" in your profile. You can't deactivate private profile news.

If a friendship request is shown in your profile, and you can't accept it, it is because you are the one who sent the request, and the other person has not yet accepted the 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 have blocked a user, you can remove the block in your "block list" in your profile

If you have ignored a user in a game, it will automatically be lifted once the game is closed. A user whom you have ignored can still visit your profile.

If a friendship request is shown in your profile, and you can't accept it, it is because you are the one who sent the request, and the other person has not yet accepted the 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 have blocked a user, you can remove the block in your "block list" in your profile

If you have ignored a user in a game, it will automatically be lifted once the game is closed. A user whom you have ignored can still visit your profile.

The picture is too large (It can only be 100 KB. You can make the picture smaller in a picture editing programme).
If you wish to use a picture, which is already on Playandwin.co.uk, you can do the following: Find the picture on Playandwin.co.uk and right-click on it. After that, please select "copy". After that, create a guestbook entry and right-click again. Then choose "insert", and the picture will be inserted in your message.

If you want to use pictures from outside Playandwin.co.uk, for instance from your own homepage, you have to do the following: Please copy the address of the picture, for instance http://www.myhomepage.co.uk/billede.gif. You can find this address by right-clicking on the picture and selecting "properties". After that, you just have to create a guestbook entry and click on the yellow tree on the top of the editor. Here, you can insert the address which you copied earlier, and the picture will be inserted into your message.

If you wish to delete your profile, please go to "edit user" in the yellow bar on top of the site, after having logged in. On the bottom of that page, you can click on "delete user". In order to be able to delete your profile, you have to fill in all profile information first.
Please note that once a profile is deleted, it cannot be brought back, and if you are a VIP member, remaining VIP days will be lost.

If you experience problems in a game, which have nothing to do with lost rating/tokens or missing registration of stats, you can use the "Report a Bug" button, which you can find in all our games. With this type of error reports, you will not receive an answer.
If you wish to receive an answer to your error report, you have to use the contact form below.


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If you have suggestions for new games on the site, please send them by using the form below.

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You can choose whether you want your smileys to be shown normal, animated or as text in the tab "chat settings" (shown by a screen). Please check if you have selected your preferred one. If you still have problems, it is a good idea to go through our computertest. Please take a screenshot of the result and send it to us, together with a screenshot of the error in the chat.

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You have to be a VIP member to be able to have access to all smileys and icons on the site. Furthermore, there are some older games on the site, where you don't have access to animated smileys, no matter if you are a VIP member or not.

If you experience problems in the chat, where there are codes with numbers, "connection to the chat cannot be made", etc, the problem may be that 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 continue to have problems after you have checked this, you can send us an e-mail by using the contact form below.

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If you have problems with the chat, which are related to the various features contained in it, it may be a good idea to read our Community rules, as you will find answers to most questions in there.

If you experience the chat having "hick-ups" or the chat is very slow, it can be caused by a number of things.
It can be caused by the fact that you are using an old version of Java, or a version of Java with faults. Try our tecnical support.
If the technical support shows no errors, please use this contact form:

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You can apply to become an admin by using the application form on the bottom of www.playandwin.co.uk. To be eligible, you must be a VIP member and more than 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 going to the admin list under help.

If you wish to complain about an admin, you have to send an e-mail to Playandwin.co.uk's office by using the form below.

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There are certain things, that admins cannot help you with. As a rule admins can help you with all features on the site. There are technical things, which admins cannot help you with. Besides that admins cannot compensate for missing tokens, rating og stats.
Admins do not answer questions regarding bans made by another admin. These questions must always be asked directly to Customer Service.

If you have fulfilled all requirements for a medal and it hasn't been registered yet, please do the following: Please go to the title page of your profile, and then to the site of the game concerned. If the medal has not been registered after that, you can contact Playandwin.co.uk by using this form (Please note that you cannot expect your medal to register, before the game has been ended).

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All challenges are reset every Tuesday at 9am. It does not matter whether it is challenges automatically activated the previous Tuesday at 11am or a personal challenge activated anytime in the previous week.
When a challenge has been reset, it can be activated again. Then you must start all over trying to reach, what the challenge requires.

If you have completed a challenge and the badge has not yet been registered, please do the following: Please go to the title page of your profile, and then to the site of the game concerned. If the challenge is still not registered as complete, you can contact Playandwin.co.uk by using this form (Please note that you cannot expect your badge or stats to register, before the game has been ended):

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You can read more about collecting tokens in the Token guide.
There are several ways to collect tokens.

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 check your exchange rate in the Ticket Shop. If it is on more than 0%, you have signed up for automatic ticket purchasing. You can change this by changing your exchange rate back to 0%.

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.

If you have lost rating due to errors in a game or connection problems, please contact Playandwin.co.uk by using the form below.

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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, please wait at least two hours after you have ended the game. If the tokens still are not registered in your profile, please contact Playandwin.co.uk by using the contact form below.

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Ratings that were won/lost in a game are calculated according to how many rating points you and your opponents had at the beginning of the game.

If the button for entering a tournament is grey, it can be caused by one of two things. Either start time for the tournament is too far ahead or you are "caught" in a previous tournament. Unfortunately there can be some delay on the system registrating, that you are no longer active in a previous tournament.

If you experience problems in tournaments, which have nothing to do with lost tokens/rating, you can use the "Report a Bug" button, which you can find in all our games. With this type of error reports, you will not receive an answer.

If you wish an answer to your error report, you have to use the form below. Unfortunately, it is not possible to add lost trophies, but we would like to receive information about this kind of problem so that we can have a closer look at the problem and do something about it.

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It is not possible to use browsers like Safari and Opera on Playandwin.co.uk. We recommend you to use the latest version of Mozilla Firefox. If you use other browsers we will unfortunately not be able to help you with problems on the site.

We recommend the use of Internet Explorer 8.0, the most recent version of Mozilla Firefox or Google Chrome. For the time being we do not support the use of other browsers and will therefore not be able to provide support, when using other browsers than recommended.

You can update your Flashplayer here.

If you wish to complain about another user's behaviour in the chat, about a profile picture or something else, please use the contact form below.

See guide to Screen Hunter

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If a picture has been deleted from your profile, your gallery, or your background, and if you do not agree with this, you can send a complaint by using the form below.

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If you have suggestions for new games on the site, please send them by using the form below.

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If you can't find the answer to your question anywhere above, you can contact us by using the form below.

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