SUPPORT
    PlayLive Casino Frequently Asked Questions
    Most Common Questions:
    How do I make a withdrawal?
    To make a withdrawal request, click on the “+” next your account profile located on the top right hand side; select “WITHDRAW” and enter your banking details.
    Please note: you will need to complete any active wagering requirements prior to requesting a withdrawal.
    Where do I find a bonus/free spins allocated to me?
    To find your bonus/free spins, click on your account profile located on the top right hand side, and select from the main menu option under “REDEEM COUPON”.
    Account/User Profiles:
    How do I create an Account?
    To create an account, click on the “REGISTER” button located on the top right hand side of your screen; fill in your details; select preferred currency (coming soon); once completed, click on “REGISTER” to complete sign up.
    What do I do if I have forgotten my password?
    If you have forgotten your password you have signed up with, click on “LOGIN” on the top right hand side of the screen, select “forgot password”, and enter your email address. You will receive an email to reset your password. If it didn’t reach your Inbox, please check your junk and spam folders.

    If your username and password are correct and you still cannot login to your account, try clearing your browser’s cache & cookies and refresh the page. Alternatively, please reach out to our Live Support on our live chat.
    I am unable to create a new account, because an account has already been created from this device, what do I do?
    Ensure that you don’t already have an account with us. Keep in mind that we only allow one account per player. If you have created an account with us in the past, we kindly ask you to play on your existing account.

    If you cannot remember your login details, please follow the password recovery instructions. If you have never signed up for an account, but your account credentials already exist in our database please contact our Live Support team so we can investigate further.
    Where do I see my balance?
    You will find your balance on the top right hand side of the screen, next to the “+” button and your account profile.
    How can I keep my account secure?
    Password protection is your responsibility.Never reveal your account information to anyone.
    We will never ask you to send your password to us, and the only time you will need to use it is when logging in to the website. We recommend that you change your password regularly.
    How do I reopen my account?
    If you decide to come back to PlayLive, all you need to do is chat to our Live Support and they will submit your request to have your account reopened for you, no questions asked.
    What does VIP status mean?
    PlayLive has a VIP system based on points. As a VIP member, you will receive unique bonuses, take part in exclusive tournaments and be invited to a one of a kind online gambling experience.
    How do I increase my VIP status?
    Points are awarded for activity on your account. Each VIP status has different rewards.
    Bonuses And Promotions:
    Where can I see current bonuses and promotions available to me?
    PlayLive has several promotions each week. You can find all current promotions on the Promotions page. Occasionally, we send out notifications when we have a promotion for you to take part in. You also have the option to opt out of these notifications should you not want to receive them any longer.
    How do bonuses work?
    PlayLive offers a variety of bonuses that can be awarded to your account. Bonus allocations are incentives awarded to you based on activity on our website. Occasionally we will send you bonus promotions which may include deposit bonuses, free spins, and other game promotions.
    How do I redeem my bonus coupon?
    To find your bonus/free spins, click on your account profile located on the top right hand side, and in the menu that opens select the “REDEEM COUPON” option.
    How will I know my rank in a tournament?
    Each tournament has a leaderboard that is constantly updated. To view a leaderboard for a tournament, click on the Promotions page, and select the tournament you are participating in.
    How do I receive my tournament prize?
    Prizes are typically credited the following business day, after the end of the promotion time frame. However pending further reviews, it may take up to three business days.
    Should you not have received a reward three business days after a promotion has finished, please contact our Live Support, and one of our representatives will be able to help.
    How do I win a casino tournament?
    Each tournament has several participation conditions. To check the conditions, go to the Promotions page, and view the tournament you would like to participate in.
    What are cash back bonuses?
    Cashback bonuses are a monetary reward representing a certain amount of the deposit money that has been put into the games, which you can claim back in your wallet, without a wagering requirement.
    How do free spins work?
    Let’s say you are awarded 50 free spins. That way you have the possibility to play 50 spins on the featured games without needing any actual money on your account balance.
    In case of any winnings generated from free spins, they will be credited to your account as bonus money and will be subject to our standard terms and conditions, bonus terms and wagering requirements. However, once the wager requirements or play-through are completed, the winnings are considered real money and are available for withdrawal.
    Does a bonus expire?
    Bonuses are valid for seven (7) days, so any current wagering requirements must be completed within that time frame; otherwise the bonus balance will be voided.
    Deposits:
    How do I make a deposit?
    Log in to your account and complete the following steps:
    1. Click on the “+” at the top right-hand corner next to your account profile;
    2. Enter deposit amount
    3. Choose your payment method - EFT or Credit Card and click “DEPOSIT”
    Then start playing your favourite games.
    What is the lowest amount that I can deposit?
    The minimum deposit amount is R50.
    How does 3D Secure work?
    Before a deposit can be made, the system authenticates the cardholder by redirecting the cardholder to the browser of the bank that issued the card.
    When you make an online transaction with 3D Secure, you are redirected to a webpage from your card issuer, which asks you to enter your PIN or password.
    How quickly will my deposit be credited to my account?
    The processing time for a deposit via credit card, instant EFT and cryptocurrency is instant.
    My deposit was not credited to my account?
    The first thing to refresh your page. If the deposited amount is still not credited, please contact our LiveSupport team, and one of our representatives will be able to help you.

    Please be prepared to provide the following information:
    1. Which deposit method did you use?
    2. When did you make the deposit?
    3. What amount was the deposit?
    4. What bank are you with?
    5. Have the funds been withdrawn from the account you made your deposit from? If so, please provide a screenshot of the transaction/bank statement.
    Where can I find my deposit history?
    To view this information, simply click on the “+” on the top right hand corner next to your account profile, then select “transaction history” to view all your past deposits made.
    Withdrawals:
    Can I withdraw my bonus balance?
    The bonus balance cannot be withdrawn if the wagering requirements have not yet been met.
    How do I make a withdrawal?
    To make a withdrawal request, click on the “+” next your account profile located on the top right hand side; select “WITHDRAW” and enter your banking details.
    Please note: you will need to complete any active wagering requirements prior to requesting a withdrawal.
    When can I withdraw?
    To to take advantage of same day payouts, you need to ensure the following:

    - Withdrawal requests are made before 13h00 for funds to reflect by 23h00 (this also depends on who you bank with, some payouts will reflect as early as 19h00)

    - Same day payouts are available during weekdays only. Should you request a withdrawal after 13h00 on a Friday, your withdrawal will be processed on Monday and clear before midnight.
    What If I request a withdrawal after 13h00 during the week?
    Should you request a withdrawal after 13h00 during weekdays, your withdrawal will then lapse and be processed on the following day's batch at 1pm.

    Please Note: Before the daily 1pm cut off, you may cancel your withdrawal and continue playing at any point and withdraw again, as long as its before 1pm you will receive your funds the same day.
    How much can I withdraw?
    Maximum withdrawal limit is R25,000.00 per week; which also depends on a users VIP status and player profile. In some cases we may review a player’s account and increase the weekly withdrawal limit based on their player activity, deposit values etc. This will be at the sole discretion of PlayLive management.
    What is the minimum amount I can withdraw?
    The minimum withdrawal amount is R100.00.
    Wagering Requirements:
    What is a wagering requirement or “playthrough”?
    Wagering requirement or playthrough as it is often referred to as the value amount you need to bet in order for your bonus balance to convert to real money credit and become eligible to withdraw. For example: If a player deposits R10,000 with a 100% Bonus Coupon and that bonus has a 30X wagering, that would be that the your bonus balance credited to your account (R20,000) will need to be wagered or played 30X (30 times) your bonus balance amount.

    R10,000 Deposit on a 100% Deposit Bonus Coupon = R20,000
    In this example, R20,000 X 30 is your wagering requirement = R600,000

    Once you have played 30X your bonus balance (R600k worth of bets/spins), your funds will convert to your main wallet and you are eligible to withdraw your funds.

    For more info, view our terms and conditions page.
    Can I cancel or opt out from wagering?
    You cannot cancel your wagering once activated, however at Playlive we have ensured that players are able to “opt out” from wagering and convert their bonus balance to their main wallet balance.
    What happens when I opt out from wagering?
    On the top right under Bonus Wagering you are able to track your wagering requirement in real time. There will be a % of wagering completed if you have played already. That percentage of wagering completion is the % of real money that will convert to your main wallet when you opt out.

    IE You started with a R10,000 total Bonus Balance. After you played a few games and you have completed 43% of your wagering, your Bonus Balance is now on R50,000. At this point if you opt out, Playlive will credit your main wallet with 43% of your Bonus Balance at the time of opting out. In this scenario, Playlive will credit your account with R21,500, which is 43% of R50,000 (your bonus balance at the time of opting out).

    Please note: the max settlement % is 50% when opting out.
    Technical Support:
    What happens if the game freezes in the middle of a round?
    Should your game freeze at any point in time, you will end up exactly where you left off next time you open the game. If there is no option for you to do so, the round will be completed on the server even if your computer is frozen or the Internet connection stopped working. Any winnings are paid out to your account as usual.
    Why are the games running slow?
    Make sure you have the latest version of your browser installed (we recommend Google Chrome) and the latest version of Flash. Also make sure that it is not the Internet connection that is the problem (try to play with the network cable if the wireless connection is not working like it should) and close any background programs that might drain your bandwidth.
    Why aren’t my games loading?
    This may mean that you have lost contact with the server. Try to log out and log back in and try again. Sometimes you may need to shut down the browser and start over for the game to load. If the problem persists, please reach out to our LiveSupport team and one of our representatives will be able to help.
    What do I do if I cannot open a game?
    If you receive an error message when trying to open a game, contact our LiveSupport team and one of our representatives will be able to help you.
    How do I clear Cache & Cookies?
    Here are some examples:

    Google Chrome:
    1. Click Chrome menu on the browser toolbar;
    2. Select Tools;
    3. Select Clear browsing data;
    4. Use checkboxes to select "Cookies and other site and plug-in data" and "Cached images and files";
    5. Click "Clear browsing data".

    Safari:
    1. Open Safari;
    2. Choose Safari > Preferences, and then click Privacy;
    3. Click Details;
    4. Select one or more websites that store cookies, and then click Remove or Remove All;
    5. When you finish removing websites, click Done.

    Mozilla Firefox:
    1. Choose Tools;
    2. Select options;
    3. Select the Privacy tab;
    4. Choose Remove individual cookies.

    Internet Explorer:
    1. Choose Tools;
    2. Select Internet Options;
    3. Select the General tab;
    4. Press delete to delete all cookies.

    On your iPhone:
    1. From the Home screen, choose Settings > Safari;
    2. Tap Clear Cookies.

    iPhone iOS 8 or iOS 9:
    1. Launch Settings app;
    2. Scroll down and tap on Safari;
    3. Tap on Clear History and Website Data;
    4. Confirm it by tapping on Clear History and Website Data from the bottom.

    On your Android:
    1. Launch your browser;
    2. Press the Menu key, then press More;
    3. Press Settings;
    4. Scroll down to the Privacy Settings section;
    5. Press Clear All Cookie Data;
    6. Press OK.
    How can I test the games?
    If you want to just test the games without claiming any free chips and without changing your current balance, you can log in, choose a game you would like to try out and click on the “TRY” button available on the featured games.
    How to take a screenshot?
    Here are some examples:

    On your Android:
    1. Press the Power button and Volume down key at the same time.
    2. Hold both buttons for a second, until you hear a shutter sound or see a visual indicating a picture has been taken.
    3. You need to hold the Power button slightly before pressing the Volume down button, then hold them both down.
    4. It may take a few tries.

    This technique works with the following devices, as well as most Android phones that came out after 2013:
    The Samsung Galaxy S9, Galaxy S9 Plus, Galaxy S8, Galaxy S8 Plus, Galaxy S7, Galaxy S7 Edge, Galaxy S6, Galaxy S6 Edge, Galaxy S6 Edge Plus, Galaxy S5, Galaxy S4, Galaxy Note 8, Galaxy Note 5, Galaxy Note 4, and Galaxy Note 3.

    On your iPhone X or later:
    1. Press the side button and the volume up button at the same time.
    2. Quickly release both buttons.
    3. After you take a screenshot, a thumbnail temporarily appears in the lower-left corner of your screen. Tap the thumbnail to open it or swipe left to dismiss it.

    On your iPhone 8, 7, or 6:
    1. Press the side button and the Home button at the same time.
    2. Quickly release both buttons.
    3. After you take a screenshot, a thumbnail temporarily appears in the lower-left corner of your screen. Tap the thumbnail to open it or swipe left to dismiss it.

    On your iPhone SE, 5, or earlier:
    1. Press the top button and the Home button at the same time.
    2. Quickly release both buttons.
    3. After you take a screenshot, a thumbnail temporarily appears in the lower-left corner of your screen. Tap the thumbnail to open it or swipe left to dismiss it.
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