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Frequently Asked Questions (F.A.Q)
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- How do I make a deposit?
Making a deposit couldn’t be simpler. Head to the top of the page and click on Deposit.
Then choose your deposit amount and preferred payment method. If you need help at any stage of the process,
simply reach out to our friendly Customer Service team who will be happy to be of assistance.
- Why does it say my location can’t be verified?
Having trouble verifying your location in Pennsylvania? Check out these quick fixes:
- Close and re-open the PlayLive! app.
- Update the app if needed (mobile) or download the latest GeoComply plugin (web).
- Restart your device.
- Disconnect from VPNs, Zoom, Google Meet or external networks.
- Enable location services for PlayLive! in your settings.
- Disable any apps blocking location access or mock GPS apps.
- Try resetting your Wi-Fi or Data connection.
Within the Commonwealth of Pennsylvania boundaries, there can be areas where placing bets can be prohibited. Those prohibited areas can be: casino properties, federal lands, part of intrastate highways exiting Pennsylvania, or other locations.
If you need further assistance contact our Customer Service Team.
- What Responsible Gaming Tools are available?
At PlayLive! we take responsible gaming very seriously. To view our policies on Responsible Gaming,
as well as the tools we have available to help you play responsibly, please click here
- How do I create an account?
Get started by heading to the Sign Up Page where you will be able to create your account. Enter all relevant details and submit. Once everything is verified, you’ll be ready to play!
- What is Live! Rewards?
The Live! Rewards® Players Club is one of the nation’s top casino loyalty programs as recognized by you in USA Today’s 10 Best survey and Casino Player Magazine. Get to know more about Live! Rewards and how to link your account by clicking here.
- Support Phone Number
Phone Support is available between the hours of 12:00 pm and 8:00 pm Eastern Standard Time.
To contact PlayLive! by phone please CALL 56-PLAY-LIVE (567-529-5483) between 12:00 PM and 8:00 PM EST. Please leave a detailed message providing your first and last name, phone number and reason for inquiry. A team member will respond within 72 hours.
For immediate support please use our live chat.
- Why is PlayLive migrating to a new platform?
The new platform will enhance the player’s gaming experience through a better user interface, better marketing features, improved game choices, better bonuses and more robust features.
- Do I need to download a new app?
We aim for this transition to be as easy as possible for you. Your PlayLive! app is the same app but with improvements.
- Do players need to set up a new account?
There is no need for players to set up a new account. The existing account will be migrated over, allowing players to log in as they normally would.
- What happens to balances on players accounts?
Balances will transfer over to the new platform.
- Do I need to update my identification or account information?
You may need to update your identification or account information. This may include updating your phone number or email address, verifying identity for security reasons, or linking new payment methods.
- Do I need to input new payment information?
Yes, you will need to update payment information on the new platform.
- What will appear after logging in post migration?
When you log in, you'll need to confirm the Terms and Conditions and Privacy Policy. If you have responsible gaming limits in place, you’ll also need to reconfirm them. To change your limits, please update your preferences in the "My Account" section.
- How will my account and funds be affected?
Balances will transfer to the new platform.
- Will I experience any downtime during the migration process?
Yes, the site will not be available for several hours during the actual migration.
- What new features can I expect after the migration process?
The new PlayLive! site will provide a better experience, allow you to check your Live! Rewards balances and have new game titles.
- How do I log in?
Navigate to the log in button on the top right of your screen and enter your credentials. Your username and password will stay the same if you have an existing account.
If you are new to PlayLive!, click on join and complete the registration process.
- How do I find a specific game?
Navigate to the magnifying glass icon on the top menu bar to search for specific games and game providers. You can also “love” a game to save it as a favorite.
- Do I need to update or verify my identity?
Your credentials will automatically transfer to our new site. However, there may be instances where you will be required to provide proof of identity documentation.
- Where do I see my balances?
Click on the profile icon and select “My Account” to view your balances, where an overview will appear. For the bonus play, check “My Bonus Activity” under the “Bonus” tab.
- Do I need to update my payment information?
Yes, you will be required to update your payment information.
- I don’t see my favorite game. Does PlayLive! still have the same games?
Some games will be new, and some will take a little longer to be live on the new site. The new PlayLive! platform will now feature Buffalo games and other new titles.
- Where is PlayLive! available?
PlayLive! is currently available in Pennsylvania.
- Can I game while in Live! Casino and Hotel Philadelphia or Live! Casino Pittsburgh?
No. Unfortunately, you will not be able to game while in the casino or hotel.
- What happens if I leave a jurisdiction during game play?
If you leave the Commonwealth of Pennsylvania’s legal gaming jurisdiction during a gaming session, you will no longer be able to play, and your session will be terminated. You will be able to log in and play once you return to the Commonwealth.
- Can I see the results of each hand or spin that I played?
If you navigate to “Previous Played Games” under my account, you can view your game transaction details, including your game play history.
- How do I turn on location services for an iOS mobile device?
Turning on location services varies slightly between different mobile devices. The general steps for both iOS are to open the settings app on the gear icon. Scroll down and tap on “Privacy and Settings”, tap on “Location Services”, toggle the Location Services switch to turn it on (it should be green).
- How do I turn on location services for an Android device?
Open the Settings App. Tap on the gear icon, scroll down and tap on “Location” (you might find it directly under “Connections” or “Security & location” (it should be on). You can manage individual app permissions from this menu to choose which apps can access your location.
- How do I turn on location services for a web browser?
To enable location services for a web browser, you typically need to adjust settings in both your web browser and your device’s operating system. For Google Chrome, open Chrome and launch the browser and click the three dots in the upper right corner and select settings. Click on “Privacy and security”, select site settings. Under “Permissions”, click on “Location”. Microsoft Edge, Mozilla Firefox and Safai vary slightly.
- Why can’t PlayLive! detect my location?
Ensure your location services are turned on.
- What happens if I get disconnected during game play?
If game play paused for a short time, once reconnected, game play will resume to complete the outcome. If you are disconnected for a period of time, you will be required to log back into your account to resume game play.
- Are there any changes to our current loyalty program or bonuses?
Players will be automatically assigned a Live! Rewards loyalty account upon enrollment. Those players who have a Live! Rewards account will automatically be linked. Players can go the Live! Rewards tab to view their account.
If you were not an existing Live! Rewards member, they will need to visit a Live! Casino to complete enrollment. Simply go to the Guest Services counter to finalize enrollment by verifying identity.
- Will I earn flex points and loyalty tier credits points for my PlayLive! play?
Players will earn flex points and self-comps for their play on PlayLive! Each player earns 1 tier credit for every $3 cash wagered. Players will also earn 1 flex point for every $3 cash wagered. Playlive! players will also earn self-comps based on game type, average bet and time played.
PlayLive! players are also eligible for a monthly tier benefit.
- Classic: No Benefit
- Gold: 25 Bonus Spins
- Platinum: 50 Bonus Spins
- Black: $25 Bonus
- Jade: $ 50 Bonus
- Chairman: $100 Bonus
- What can I use my flex points and comps for?
You can use their flex points toward property free play and self-comps toward spending at food outlets, the hotel and retail at any Live! Casino. From time to time, PlayLive! will allow you to redeem your points or self-comps for promotional bonus action.
- How do I locate my PlayLive promotions?
Navigate to “My Account” in the righthand corner of the screen after you log in and scroll down to “Bonuses.”
- Where can I see my progress toward my tier score?
Go to My Account and view your account details under “My Live Rewards!”
- Will the use of bonuses be different?
The new platform follows a "Cash First" model. This means that when placing a wager, available funds are used in the following order:
- Cash Wallet: Your primary wallet for deposits and withdrawals.
- Bonus Wallet: Promotional funds we may offer.
How Winnings Are Disbursed
- All Cash Wagers: Winnings from bets placed entirely from cash wallet will be returned to your Cash Wallet.
- All Bonus Wagers: Winnings from bets placed entirely from bonus wallet will be returned to your Bonus Wallet.
- Split Wagers (Cash & Bonus): Winnings from bets that use both cash and bonus wallet will be distributed up to the cash amount wagered.
- Who can I contact if I have issues during or after the migration?
Players can contact our dedicated customer support team via live chat or email. If you prefer speaking directly to a representative, you can request a callback by leaving a voice message at 56-PLAYLIVE. For any issues, we recommend you contact customer support at: support@playlive.com.
- Will my daily responsible gaming limit reset after migration?
Responsible gaming limits will carry over to the new platform, but upon your first log in you will be asked to confirm your limits.
- Will I be able to access W2Gs?
Yes. You will be able to access W2Gs under My Account > History, then Tax Reported Prizes.
- What are the deposit methods?
You can deposit through Pay Near Me, PayPal, ACH, or Debit/Credit Card. You may also fund your PlayLive! Account with the Cage at a Live! Casino location anytime. Simply visit the Cashier Cage and ask to make a deposit to your PlayLive! Casino account. Live Casino Locations: at the casino cage.
- Live! Casino and Hotel Philadelphia, 900 Packer Avenue. Philadelphia PA 19148
- Live Casino Pittsburgh, 5260 Route 30, Greensburg, PA 15601
- What are my withdrawable winnings?
Withdrawable winnings are winnings that have met the wagering requirements and are not subject to holds. This is the amount of money you can cash out or withdrawn to one of the available withdrawal methods. For security reasons, each available withdrawal method must be verified by making a successful deposit before you can withdraw funds.
The minimum withdrawal is $10 for electronic methods online and $100 for in-person withdrawals at Live! Casino & Hotel Philadelphia or Live! Casino Pittsburgh. In-person withdrawals will require approval confirmation codes and proof of ID that matches your PlayLive! account.
Winnings derived from cash wagers shall be credited to the player’s cash balance, while winnings from bonus wagers shall be credited to the player’s bonus balance. Winnings stemming from a combination of cash and bonus wagers shall be allocated proportionally to each balance. A withdrawal request cannot be requested while a bonus is active and subject to wagering requirements. To initiate a withdrawal, the player must first forfeit the bonus within the "My Bonus Activity" section under “My Account”.
All funds, including new deposits not associated with the original bonus and/or winnings from both 'cash' and 'bonus' wallets, will be restricted from withdrawals until all wagering requirements related to the bonus are met, even if the new deposits are not associated with the original bonus.
Wagers consisting of multiple fund types (i.e., bonus funds and cash funds) will entirely be applied toward Wagering Requirement fulfilment.
- How long do withdrawals take?
Players can contact our dedicated customer support team via live chat or email. If you prefer speaking directly to a representative, you can request a callback by leaving a voice message at 56-PLAYLIVE. For any issues, we recommend you contact customer support at: support@playlive.com.
Withdrawals are limited to two (2) per day for each payment provider.
We aim to process all withdrawal requests within 24 hours; however, some may require additional review and may take 3-5 business days processing. Online banking may be instantaneous depending on your bank. Approval delays depend on your banking method.
For security reasons, players requesting withdrawals may be required to provide additional documentation to process your request. Additional documentation may include:
- Valid (not expired) government - State issue Driver’s License or State issued Identification card.
- Selfie/Photograph.
- A copy of payment method(s) used.
- Proof of Address.
- Other documents to confirm proof of ownership.
We are not responsible for any delays in processing your withdrawal request if you do not receive or respond to our requests for information.
- What are the withdrawal options?
PlayLive! has several different options.
- PayPal
- ACH (eCheck)
- Cash in Person at the Casino Cage ($100 minimum withdrawal)
- Paper Check: Paper check withdrawals are available upon request for amounts equal to or exceeding $10,000 or for withdrawals associated with the closure of an account, in accordance with regulations. To request a paper check withdrawal, please reach out to us at support@playlive.com Please allow 4-6 weeks for processing
- Coming Soon: Venmo, Apply Pay, Google Play and Debit Card
- How do I cancel a withdrawal?
Withdrawals may be canceled through your account portal under the “Withdrawal” option in the “Pending Withdrawal” section, depending on how far along in the withdrawal process.
- How do I cancel a bonus?
Patrons who wish to cancel after initiating bonus may do so by visiting their “My Bonus Activity” tab and selecting “Remove Bonus”.
Upon initiating a bonus cancellation request, patrons will be presented with a confirmation prompt detailing the specific amount of bonus funds and associated winnings to be forfeited. Confirmation of this amount is required prior to finalizing the bonus cancellation.
PlayLive! Casino may decide, in its sole and absolute discretion, to amend, extend, or cancel the Promotion at any time with immediate effect.
Patrons whose Bonus has expired, or who remove their bonus, will forfeit any winnings from the use of this Bonus.
- What responsible gaming tools does PlayLive! offer?
You can set daily, weekly, or monthly deposit limits. You can set the amount you want to be able to deposit over a specific timeframe and submit your request. If valid, your deposit limit will instantly be applied to your account.
Any decrease you wish to make to your limits will be applied immediately. If you wish to increase or remove your limits, the change will not become effective until after the time of the previous limit has expired or 24 hours have passed since your request, whichever is longer, and you return to the limits page to reaffirm the request for increase.
- Wager Limit
Should you wish, you can set daily, weekly, or monthly limits which prevent you from being able to wager more than a specified amount during that period. To do so, simply enter the maximum amount you want to be able to wager over the specified timeframe and submit your request. If valid, your wager limit will be instantly applied to your account.
Any decrease you wish to make to your limits will be applied immediately. If you wish to increase or remove your limits, the change will not become effective until after the time period of the previous limit has expired or 24 hours have passed since your request, whichever is longer, and you return to the limits page to reaffirm the request for increase.
- Maximum Bet Limit
You can set a maximum bet limit which will prevent you from being able to wager more than a specified amount during each individual wager you make within a game. To do so, simply enter the maximum amount you want to be able to wager during each individual wager and submit your request. If valid, your maximum bet wager limit will be instantly applied to your account.
Any decrease you wish to make to your limits will be applied immediately. If you wish to increase or remove your limits, the change will not become effective until 24 hours have passed since your request, and you will be required to return to the limits page to confirm the request for increase or removal after the 24 hours cool-off period.
- Time Limit
You can set a limit on the number of hours per day that you will be able to play on this site. To do so, simply enter the maximum number of hours per day you want to be able to spend playing on the site and submit your request. If valid, your time limit will be instantly applied to your account.
Any decrease you wish to make to your limits will be applied immediately. If you wish to increase or remove your limits, the change will not become effective until after the time period of the previous limit has expired or 24 hours have passed since your request, whichever is longer, and you return to the limits page to reaffirm the request for increase.
- Reality Check
You can set pop-notifications in 15-minute increments to inform you about the amount of time elapsed since you logged on and the amount of money wagered during that time.
To adjust the pop-up notification increments, go to “My Account” and select “Reality Check” under the “Responsible Gaming” section.
- Timeout
If you think it may be time to take a temporary break from gaming, you can choose our timeout option. Timeout can be set for a minimum of 72 hours and has a maximum length of 365 days. When a timeout is active you will not be able to make any wagers on your PlayLive! account. You will however still be able to login, view account details and request a withdrawal. When your timeout duration has lapsed, your PlayLive! account will be automatically reenabled.
- How do I set up my responsible gaming limits?
Navigate to “My Account” located in the right-hand corner of the screen after you log in and under the responsible gaming category, select the limit category.
Cash Wallet: The primary wallet for deposits and withdrawals.
Bonus Money: Promotional funds.
- How Winnings Are Disbursed?
All Cash Wagers: Winnings from bets placed entirely with cash will be returned to the Cash Wallet.
All Bonus Wagers: Winnings from bets placed entirely with bonus money will be returned to the Bonus Wallet.
Split Wagers (Cash & Bonus): Winnings from bets that use both cash and bonus money will be distributed up to the cash amount wagered.
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