Welcome to Ruby Sweeps! Here are answers to the most common questions about our platform. If you need more help, visit our Help Centre or contact our friendly Support Team.
📝 Signing Up
How do I create an account?
Easy! Just go to our Sign-Up Page, enter your email, create a password, and follow the steps to verify your account. ✅
What info do I need to sign up?
Just your name, email, and a secure password. Later, if you need to verify your identity with an ID, Liveness Selfie and Proof of Address for security reasons. Check out this page for more info on this: What is Verification on Ruby Sweeps?
I can't sign up! What should I do?
Double-check your info for typos, and make sure you haven't already got an account with us! If you're still stuck, contact our Support Team for help!
You can view more information about our Sign-Up process by visiting our Sign-Up section in the Help Centre!
🔍Verification
Why do I need to verify my account?
To keep your account safe and meet legal requirements.
What are the steps to verify my account?
Different stages of verification get you to different stages in the game.
Email Verified - just verifying your email! This step allows you to play. 🎉
Purchase Verified - verifying with your ID. This step allows you to make purchases.💰
Redemption Verified - verifying with your Proof of Address. This step allows you to redeem.🎁
For more info on how to verify for each stage, check out these articles:
What documents do I need?
A government ID and proof of address (like a bill or bank statement). See our Verification Guide for details.
How long does it take?
Usually 24-48 hours. If it's taking longer, check your email for any updates from us! 📧
You can view more information about Verification by visiting our Verification Section in the Help Centre!
🎁 The Sign-Up Bonus, WELCOME Promo Code and VERIFIED Gift Code
Do I get a bonus for signing up? 🎉
Yes! All new players receive a Sign-Up Bonus with 10,000 free Gold Coins. Just register your email to automatically claim your rewards.
Note, this promotion is not the same as the VERIFIED promo, where you receive a Gift Code for 10 Emeralds and 10,000 Gold Coins.
How do I claim my Sign-Up Bonus? ✅
Create a new account and email verify.
Check your account – your free bonus will be automatically credited! 🎁
Can I redeem my Sign-Up Bonus? 💰
The Sign-Up Bonus is automatic and cannot be redeemed.
Where can I learn more? 🔍
Visit our Sign Up Bonus Help for more details. 📖
What is the VERIFIED code? 🔐
The VERIFIED code rewards players who complete the purchase verification process! Once you purchase verify your account, you can claim this Gift Code for 10 Emeralds and 10,000 Gold Coins.
How do I use the VERIFIED code? 🛡️
Complete your purchase verification (submit required documents).
Enter the code VERIFIED in the Gift Code section, under account.
Claim your reward and enjoy more gameplay! 🏆
For more details, check out VERIFIED Gift Code Help.
What is the WELCOME code? 🎉
The WELCOME code is a special Promo Code for new players! Use it once verified when making your first purchase of either a $9.99 or $19.99 Coin Bundle for a 100% match play.
How do I use the WELCOME code? 📝
Sign up for a new account and verify your account.
Enter the code WELCOME in the promo code section when purchasing either a $9.99 or $19.99 Coin Bundle.
Enjoy your 100% match play and start playing! 🎰
For more details, check out WELCOME Promo Code Help.
👤 Account Settings
How do I update my info?
Go to your account settings to change your password, bank details, or other details.
I forgot my password!
No worries! Click "Forgot Password" on the login page and follow the steps to reset it. 🔑
I'm having location issues!
Oh no! Please look at this Help Centre article for tips and tricks on how to solve this - Location Issues.
How do I close my account?
We have 3 ways that you can close your account!
- Self-Exclusion: You can do this via the 'Account' page.
- Take a Break: Contact the Support team.
- Close Account: Contact the Support team.
If you have any questions about these processes, contact our Support Team, and we’ll help you out.
You can view more information about your Account settings by visiting our Help Centre!
🪙 Gold Coins & Emeralds
What is the difference between Gold Coins and Emeralds?
Gold Coins let you play games for fun, and Emeralds can be used to play games and then redeem rewards. Simple! 😃
How do I get more?
You can get more by Purchasing a Coin Bundle in the Purchasing Tab on your account! Or reach out to the Support Team and we can add some for you!
Can I redeem my Gold Coins?
Gold Coins are our social currency - you cannot redeem these! They are great to get to know the games and have some fun!
What is the difference between Complimentary Emeralds vs Won Emeralds?
Complimentary Emeralds are freshly claimed from the Daily Spin, select Coin Bundles, or promotions and haven't been used in games. They cannot be redeemed.
Won Emeralds are earned by playing with Complimentary Emeralds and can be redeemed for real cash prizes! 💸
You can view more information about Gold Coins vs Emeralds by visiting our Gold Coins and Emeralds Help Centre!
🎮 Games & Free Play
How do I get Free Play? 🆓
You can get free Gold Coins and Emeralds by:
Spinning the Daily Spin Wheel
Using promo codes like WELCOME & VERIFIED
Completing AMOE.
Participating in special promotions
It's my birthday! Do I get any Free Play? 🎂
We don't have any special birthday free play, but have a great birthday from all of us here at Ruby Sweeps!
What games should I play? 🎰
It depends on what you enjoy! Some popular options include:
Pot of Gold – Great bonus features that give you a chance to win big!
Pool Party Ducky – Cool pop-up feature - you'll have to hit it to find out more
Gem Booster – Level up as you play, unlocking bigger rewards the higher you go!
Check out this Help Article Section for more information on which game you should play! Games 🥳
💳 Payments & Purchases
What payment methods can I use?
We accept Visa, Mastercard, and some e-wallets. Full details are in our Payment Guide
My payment was declined! What do I do?
Check if your card has enough funds and that your details (including your address) are correct. If it still doesn’t work, try another payment method or contact your bank.
Also reach out to the Support Team if you're still having trouble.
You can view more information about our Purchases using the Purchases and Payments Section in our Help Centre!
🎟️ Redemptions
How do I redeem my winnings?
Go to "Redemption" in your account and follow the instructions.
How many Emeralds do I need to redeem?
You need a minimum of 50 won Emeralds to redeem.
What is the difference between a Rapid Redemption and a ACH Bank Redemption?
When you go to make a redemption, you will now have two options to choose from!
Redemptions to your Bank Account OR Redemptions to your Debit Card 🎉
Option 1: ACH 5-7 Business Days (Bank Account):
If you choose to make a redemption to your Bank Account, the process will be the same as what you are used to currently, and your winnings will hit your account up to 5-7 business days once approved by our team!
Option 2: Rapid Redemption (Debit Card):
If you choose to make a redemption to your Debit Card, your winnings will hit your account on the same day that our team approves your redemption, but there will be a 5% fee deducted from your redemption!
Note: We approve ACH and Rapid Redemptions during our Customer Support office hours. The processing times start once our Customer Support team confirms the redemption. We do not process redemptions on weekends and Public Bank Holidays.
To learn about our Customer Support hours - read here!
You can view more information regarding Redemptions in our redemption section of the Help Centre!
🛠️ Troubleshooting
Why won’t my game load? 🚫
Try these quick fixes:
Refresh the page
Clear your browser cache
Check your internet connection
Still, having issues? Visit our Game Troubleshooting Guide for more help, or reach out to our Customer Support for help!
🛑 Responsible Gaming
Where can I get help if I need it?
For information about Self Exclusion, check out our What is Self Exclusion Help Centre Article!
You can view more information about our Responsible Gaming Program by checking our RG Help Centre!
📞 Contacting Support
How can I talk to customer support?
Easy! Just submit a request through our Support Page, and our team will be happy to help. 😊
Or! Log in to Ruby Sweeps and click the red chat bubble in the bottom right corner!
For more details, check out our full Help Centre.