How quickly will I hear back?

We reply as fast as we can and read every message. Including your account email, a clear description and a screenshot helps us resolve things in one pass instead of trading messages.

Do I need to verify my identity to redeem?

Yes. We run a one-time identity check before you redeem Sweeps Coins for cash prizes. It usually takes just minutes, and once done, prize money often arrives in seconds.

Can I contact you about a Gold Coin package I bought?

Absolutely. Buying a Gold Coin package is optional and no purchase is necessary. If something went wrong with an optional purchase, message support with the date and any reference number.

What should I never share with support?

Never send your full card number, PIN or account password. We'll never ask for them. Share only the account email, a description of the issue, and documents we specifically request for verification.

How do I escalate an unresolved issue?

Reply in the same support thread and ask for escalation so the full history stays together. If we can't resolve it, you may contact the relevant consumer or data-protection authority.

Contact MyPrize

Updated 2026-10-02

How to reach our team

Need a hand? We're here for it. The fastest way to get help is through our in-account support, where our team handles questions about your Gold Coin balance, Sweeps Coins, bonuses and account access.

Open your account, look for the support option, and send us a message. We read every one. MyPrize operates under US sweepstakes rules and is not a licensed online casino, so some questions will relate to how Gold Coins and Sweeps Coins work rather than banking — we're happy to walk you through either.

Complaints and how we escalate them

Not satisfied with an answer? Tell us. Reply to the same support thread and ask for your case to be escalated — this keeps the full history in one place for the senior reviewer who takes it on.

We aim to resolve complaints fairly and within a reasonable timeframe. MyPrize is operated by My Technology, Inc. If we can't reach a resolution together, you may raise the matter with the relevant consumer or data-protection authority. For data requests specifically, see our privacy policy.

Playing responsibly

Games should stay fun. If play ever feels like more than a game, support is free and confidential through the National Problem Gambling Helpline at 1-800-522-4700 or at ncpgambling.org.

Inside your account you can set limits or request a break. Our team can also apply a cooldown for you — just ask. Learn more on our responsible gambling page. No purchase is ever necessary to play or to win.

What to include for a fast reply

Help us help you quickly. When you write in, add a few details so we don't have to go back and forth.

The email address linked to your MyPrize account.
A clear description of what happened, step by step.
The date and approximate time of the issue.
A screenshot if something looked wrong on screen.
Any reference number tied to a Gold Coin package or a Sweeps Coins redemption.

The more context you share, the sooner we can sort it out. Never send us your full card number or passwords.

Identity verification (KYC)

Before you redeem Sweeps Coins for cash prizes, we run a one-time identity check. It typically completes in minutes. This keeps your account secure and confirms you're 21 or older.

We may ask for a government ID and proof of address. Upload clear, legible images. If a document is rejected, we'll tell you why and what to resend. Once verified, prize money usually lands in seconds — sometimes under ten. You can read more in our terms and privacy policy.

Frequently Asked Questions

How quickly will I hear back?: We reply as fast as we can and read every message. Including your account email, a clear description and a screenshot helps us resolve things in one pass instead of trading messages.
Do I need to verify my identity to redeem?: Yes. We run a one-time identity check before you redeem Sweeps Coins for cash prizes. It usually takes just minutes, and once done, prize money often arrives in seconds.
Can I contact you about a Gold Coin package I bought?: Absolutely. Buying a Gold Coin package is optional and no purchase is necessary. If something went wrong with an optional purchase, message support with the date and any reference number.
What should I never share with support?: Never send your full card number, PIN or account password. We'll never ask for them. Share only the account email, a description of the issue, and documents we specifically request for verification.
How do I escalate an unresolved issue?: Reply in the same support thread and ask for escalation so the full history stays together. If we can't resolve it, you may contact the relevant consumer or data-protection authority.