Solving Problems
For Prizes
Need help? No problem! Take a look at these useful links that might help solve your problem or question about Prizes:
If your problem or question isn't resolved on these pages, then take a look at this FAQ of common questions below. You can also ask Lens AI to help by clicking the search bar.
If you are looking for help with other cash apps (Tropical Crush, etc.), click here. If you are looking for help with Arc8, click here.
How can I contact GAMEE Customer Support?
You can contact us by email, but first read the FAQs to see if your question or problem is mentioned here. If your question is answered in the FAQs, we may not respond.
If you are certain that your problem or question is not answered in the pages linked above or in this FAQ below, then click here to find out how to get in touch with GAMEE customer support.
You may also find it very helpful (and quicker!) to ask your question to fellow players. Visit this page to chat with and ask for help from the friendly community of GAMEE Prizes players: https://www.facebook.com/groups/383169008722651
Why didn't I win the contest?
Our draw is completely random and not everybody can win. There are only a few winning tickets — the more tickets you have, the bigger the chance that you have the winning ticket! But it does not mean that the user with the most tickets wins the contest.
How can I delete my account?
You can delete your account in the app.
Click on the profile icon in the top right corner
Scroll down and click on Settings.
Scroll down again and click on Delete account.
Note that this is permanent; we cannot restore the account later.
Why is my payment request canceled?
The most likely reason is that you have created fake accounts and the system has automatically banned you. If you think this is an error, contact us with your username. If it is not an error and you have created fake accounts or cheated, then you are now permanently banned and cannot withdraw the money, as it is in breach of our fair use policy.
If you are certain that you have not created fake accounts or otherwise cheated, there may be an issue with your PayPal account or the details you provided when withdrawing (such as your name). In that case, please read the Withdrawing Money FAQ to check the requirements.
Why can't I play Prizes using my Facebook login?
We're sorry, but we no longer support Prizes logins through Facebook accounts. (You can, however, use it with our other app, Tropical Crush) If you previously connected to Prizes with Facebook, you can still keep your account and keep on playing using a different login method.
I used to log in to Prizes with Facebook. How do I keep on playing on the same account?
You need to log in through a different method. There are a number of ways you can do this. If you are still logged in with Facebook on Prizes, then you have several options to continue:
Continue with Google
Continue with email
Continue with Apple (iOS only)
Simply click the option you prefer, enter your email address and create a password.
If you are not logged in with Facebook then here's what you can do:
If you provided us with permission to see your email address, you can click 'More Options' on the login screen and then 'Facebook Recover'. Enter the email address that you use for Facebook, and we will send you an email to reset your Prizes password. This will not affect your Facebook login; you can set the password to anything you want.
If you did not provide us with permission to see your email address, then we need to manually verify that the Facebook account is yours. On the login screen, click 'More Options' and then 'Facebook recover'. There will be an option to contact us to recover the password. Please send us an email and we will tell you what to do. In your email, please include:
Your Prizes username
Approximately how much money you currently have in your Prizes account
Your Facebook user ID for the Prizes app – if you're not sure how to find this ID number, click here: https://www.facebook.com/help/1397933243846983
Why can I not withdraw my money?
You need to have the minimum withdrawal amount in your balance to withdraw your money. You can see what this amount is in the Withdrawal section of the app.
Why is my payment request canceled?
The most likely reason is that you have created fake accounts and the system has automatically banned you. If you think this is an error, contact us with your username. If it is not an error and you have created fake accounts or cheated, then you are now permanently banned and cannot withdraw the money, as it is in breach of our fair use policy.
If you are certain that you have not created fake accounts or otherwise cheated, there may be an issue with your PayPal account or the details you provided when withdrawing (such as your name). In that case, please read the Withdrawing Money FAQ to check the requirements.
Why hasn't my money arrived in my PayPal account?
It can take up to ten working days for the money to arrive. With weekends, this can mean up to two weeks.
Check the status of the withdrawal in the app. If it is pending, then wait – it will soon arrive! If it is cancelled, it is likely that you made an error when giving your details. Please carefully read the guide on how to withdraw your money and try again.
Other checks you can do if you haven't received your money yet:
Check that you used correct information when filling in your withdrawal request
Please check if you have used your PayPal account in the past. If not, you may need to activate your account to accept payments.
Ensure that your PayPal account is set up to accept commercial payments. Sometimes, payments are not processed if the account is not configured properly.
Verify if there are any specific regulations or restrictions in place that could prevent the completion of the payment. This may occur in certain countries or with specific types of transactions.
Can I use a different payment service instead of PayPal?
We understand that in a small minority of countries, our current withdrawal method, PayPal, may not be available. However, for the moment, it is the only way you can claim your money.
Keep in mind that if you play and remain an active player, your money will not expire in your in-app account. If we eventually add a new payment method that is available in your country, you will then be able to withdraw.
Can I play this app to earn a living?
As a free gaming app, our primary goal is to provide players with an enjoyable gaming experience while offering the unique opportunity to also earn real cash rewards. We share a portion of our ad revenue with players as a thank you for choosing our gaming app.
However, we want to make it clear that our app is not intended to replace any form of regular income. We strive to create a fair environment where earning chances are equal for all players. These chances are determined by active game participation, contest outcomes, and using our Referral Program.
Why can't I win Tickets anymore / Why have I been banned?
If you have cheated by creating fake accounts, the system has probably automatically banned you. It is not permitted to have multiple accounts or create fake accounts for a friend referral.
If you think this is a mistake, contact us with your username.
Why has my Fortune Wheel reset to Day 1?
It is likely that you have accidentally skipped a day and did not spin the Fortune Wheel. In order to unlock the Wheel of Cash, you must spin the Fortune Wheel 7 days in a row. If a day is missed, your Daily Streak will start again on Day 1.
Can I play this app on the web?
No. You can only play this app on a mobile device running either Android or iOS, or on Telegram.
Why can I not see a certain feature in the app / Where has this feature gone?
In order to increase the accessibility of our app and to make it easier for new players to learn about all that the app has to offer, we chose to test gradually introducing features on iOS. Therefore, these features will unlock once you achieve a certain level of progress:
Fortune Wheel
Raffles
Lotto
Lucky Ticket multiplier
Double claim ads
Offerwall
Game missions
I have completed special offer on the Prizes app, but I have not received tickets, what should I do?
Special offers are from other companies. They are telling the network provider if the task was completed or not. Unfortunately, we can’t influence the process — sometimes you have to wait a few days or so before the game sends the information to the special offer network provider.
Bugs 🐞
Below is a list of bug reports or technical issues we have received in the past. Note that most of them are now fixed – we will keep these here in case they happen again. We will add any new bug reports here too.
If your bug is not listed here, then please contact us and include a video where possible of the problem you are facing.
I am stuck on Day 1 of the Fortune Wheel. This error effects a small minority of players and is being fixed by our team.
I get a timeout error when loading a game. Try restarting your phone. If that does not work, try reinstalling the app.
The reward I won is different to the reward the wheel said I would get. Our team is actively working on resolving this issue, which is a bug that shows the wrong reward on screen and not the one you actually won.
Prizes doesn't work on my Android phone. You may be using an outdated version of Android – our app supports Android 7.1 and up.
I am having technical difficulties that are not mentioned here. Your problem could be a device-specific issue. Try restarting your phone or reinstalling the app. If you continue to have problems, then contact us and tell us your username, device type and OS version. Ideally, please also include a screen recording of the issue.
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