FAQ

General

As long as your City of Games account is connected to your Facebook account, you will not lose your game progress. Your game will be automatically synced among all your devices, even if you update or re-install the game. So we highly suggest to connect it to your Facebook account.

A Friend Code is a unique player identification number assigned to each account. To find yours, tap on your profile picture in the upper left corner, and the Friend Code should be located to the right next to your Chip Blalance. Please tell us your Friend Code when contacting customer support from outside the app like on facebook, instagram or email.

Currently, we only support phones and tablets. We are continuously working on compatibility issues so that more players can enjoy our games. However, sometimes there are technical limitations that we cannot overcome. Please check the supported device information in the Google Play/App Store.

By connecting City of Games to your Facebook account, you can play our game on as many devices as you like!

The best way to save your progress is to connect to Facebook. This will protect you even if you delete the app, change phones/tablets, or wipe data. So connect it to your Facebook account today!

Q1 : Where do I go for news, special deals, and events for City of Games?

A1 : Want to stay up-to-date on the latest news from City of Games? Head on over to our Facebook (and other social media) page and give it a like! We promise it'll be worth your time!

Q2 : Why can't I play City of Games on my computer?

A2 : Unfortunately, City of Games is only available for Android and iOS phones and tablets at the current time.

Q3 : How do I enable/disable sound?

A3 : To enable or disable sound, follow the below steps Click on the drop-down menu in the top right corner in the game lobby Click on “Setting” Toggle the Music tab, the SFX tab, or the Voice tab.

Q4 : Can I win real money?

A4 : Unfortunately, you will not be able to win real money in City of Games, as it is a free-to-play game and therefore it's all about entertainment, not considered as gambling. But it doesn't feel any less real, we promise! In addition, you still get a chance to earn real world rewards for your social activities in the game. Please refer to the Rewards section for more information.

Q5 : Can I transfer chips to other players or accounts?

A5 : Unfortunately, chips cannot be transferred to other players or accounts under any circumstances.

Q6 : How do I update the app? (Android/Google Play)

A6 : To update the app: Open the Google Play Store app Tap the search icon that looks like a magnifying glass Type and search 'City of Games' Tap Update to update the apps.

Q7 : How do I update the app? (iPhone/iPad)

A7 : To update the app: Open APP Store app Tap the search icon that looks like a magnifying glass Type and search 'City of Games' Tap Update to update the apps

Q8 : How to play this game

A8 : You can start out by joining the baccarat game or trying out the various slot machines we have in the game!

Reward

YES! We have partnered with some of the best companies in the world to give you exciting real world rewards.

You earn rewards by collecting the required number of Reward Points for that particular item. Reward Points are earned for a host of activities, including: leveling up, connecting to social networks, inviting friends, completing daily golas and lots of other stuff. Start earning more reward points and get amazing real-world rewards today!


-Select 'Shopping' in the Leaps menu.
-Select the category you want.
-Select the product/reward you want to redeem to 'Add to Cart'
-Tap the Cart icon.
-Select 'Checkout', confirm the details of your order and then tap 'Proceed to Checkout'
-In the 'Billing Details' fill in your shipping address, and order notes or requests (optional).
-After re-checking your orders and billing details, tap on 'Place order'.
-You will receive an order confirmation by email immediately after placing the order, Review the contents of your order and make sure your delivery address is complete and correct.
For Melco Products
-You will then receive a QR code, which you will take to the redemption location.
If you receive a room reservation reward:
- Send an email to the Property Contact Center to check room availability.
- Use your hotel reservation confirmation email to reserve hotel room in advance.
Show the QR code, as well as your photo ID, to a Club Rewards Representative at the designated Club member desk and enjoy! (you could join for free if not yet a member)

We ship to the countries mentioned below. Australia, Austria and Switzerland, Belgium, Canada, China, Eastern Europe and Russia, France, Germany, Italy, Japan, Netherlands, Northern Europe, North Asia, South Africa and Islands, South Asia (Thai Binh Ocean), Southeast Asia (Pacific), Spain and Portugal, Africa Subaharan, UK.

There is no shipping cost for any rewards.

Q1 : What is the shipping policy for my order?

A1 : Your order is processed within 48 hours - in other cases, we will inform you by email. Once the order is placed sucessfully, you will be provided order and shipping email containing tracking details for your shipment. You are able to follow your order from dispatch to delivery.

Q2 : Can I purchase a “sold out” reward?

A2 : If a reward is sold out, it means that players have already purchased all of the available inventory for that reward. The quantity and type of rewards in the store are based on our partner's' availability, so when we have filled all the slots for that offering period we cannot approve any more purchases.

Q3 : Can I “gift” rewards to another person?

A3 : Rewards are not transferable from one player to another. A Reward may only be redeemed by the player who earned the Reward Points that were used to purchase the reward. When you purchase a reward you will be asked for two pieces of information: your name and email address. The name you provide must match the name that appears on your government issued ID. When a reward is used, you will be asked to present your ID to verify your identity and eligibility to use the reward.

Q4 : Can I purchase a specific reward more than once?

A4 : Many rewards state ""This reward is limited to 1 per player"" under ""Purchase & Usage Limitations"" in the reward details. This means that you can purchase this reward once during each offering period. Our partners implemented purchase limits for two reasons: to encourage our players to try a wide variety of rewards experiences and to ensure that all players have a fair chance to purchase our most popular rewards.

Q5 : How many rewards can I redeem?

A5 : Different rewards partners have different usage limitations. They are typically mentioned in the "Purchase & Usage Limitations.

Q6 : How can I cancel a reward and get my Reward Points back?

A6 : Redeemed rewards can only be cancelled within 24 hours. Kindly contact our support team in the game, or through email at support@cityofgamesapp.com or through our social media accounts to cancel and get back your reward points. Any rewards that was not reported to us within 24 hours can no longer be cancelled.

Q7 : Who are your rewards partners?

A7 : Our reward partners include some of the largest resorts in Asia, and the City of Games is constantly looking to add third-party reward partners to our platform. Please note that Apple Inc. or Google Inc. is not a sponsor of any reward or any issue you receive from a reward or any third-party rewards partner, nor does it participate in any way.

Chip & Reward point

Every 24 hours you can spin the Daily Bonus Wheel for free City of Games chips! Make sure you come back to City of Games every day so that you don’t miss out on a single bonus!

Every hour you can get a bonus chips by clicking on the Collect icon in the lobby! Make sure you come back to City of Games hourly so that you don’t miss out on the bonus!

Everyday you can get a bonus chips by clicking on the Collect icon in the lobby! Make sure you come back to City of Games daily so that you don’t miss out on the bonus!

You can like and follow us on Facebook, we have post regarding Daily Challenges and Freebies which will earn you more free chips on daily basis.

Reward Points may not be shared with or transferred to another player. Reward Points may only be used by the player who earned them.

Q1 : Can I purchase Reward Points?

A1 : Reward Points are not purchasable. You can earn more Reward Points by leveling up, signing into your Facebook account, inviting your friends and completing in-game quests.

Bacarrat

Objective: The objective of the game is to assemble a hand of two (2) or three (3) cards with a point value as close to nine (9) as possible. No hand ever has more than 3 cards (can only hit 1 time). Scoring: City of Games Baccarat is played from an eight-deck shoe. All face cards and 10s have no value. Cards less than 10 are counted at face value, Aces are worth 1. Suits don't matter. Only single digit values are valid. Any count that reaches a double digit drops the left digit. For instance, 15 is counted as 5 and 25 is also counted as 5. If the player's total is 5 or less, then the player hits and get another card. Bets: To start, players betting on either "Player" or "Banker", and/or either "Tie" or any of the side bets. Players cannot bet on both the Player and the Banker, but they can bet on Banker and Player Pair, for example. They can also simply bet on one or multiple side bets and not bet on either Player or Banker.

The Progressive Jackpot is a Jackpot that grows as players play Baccarat. When players place bets in Baccarat, we match a percentage of the bet and put it into the prize pool. In other words, everyone has a chance to win free Chips without spending a dime!

The higher the stakes, the bigger the prize.

You win the Jackpot by getting a long streak of wins in Baccarat and filling up your Streak Meter.

No, we save your Jackpot progress so you can continue whenever! Please note that since each set of stakes has its own prize pool, we save a different Jackpot progress for each set of stakes.

Q1 : Sometimes the Streak Meter fills up more. Why is that?

A1 : "The Streak Meter fills up faster when you win a lot more than you bet. Because winning a Tie bet is as difficult as winning the Player bet 3 times in a row, when you win a Tie bet, we count it as getting a 3-win streak. The amount of Streak Meter increase is determined by the amount you won as a proportion of the amount you bet. Below is the chart showing the Jackpot Streak increase for winning a single bet area: Bet Area Win Amount Streak Banker 6 (No Commission) 0.5x +0.61 Banker (Classic)0.95x +1.00 Player 1x +1.04 Tie 8x +3.29 Pairs T11x +3.72ortoise 9 12x +3.84 Tiger 8 13x +3.95 Phoenix 7 17x +4.33 Dragon 6 22x +4.70 You can bet on multiple bet areas, but you must win more Chips than you lose to fill up your Streak Meter. If you lose more Chips than you win, your Streak Meter will decrease."

Q2 : Why does the Streak Meter become empty?

A2 : If you lose on every bet area in a round, your winning streak breaks and the Streak Meter resets to zero.

Q3 : Is it always better to bet on multiple bet areas?

A3 : Not necessarily. If you lose on most of the bet areas, you Streak Meter will slowly decrease until it becomes empty. Ultimately, you have an equal chance to win no matter how you bet, so you can bet however you like.

Q4 : If I win the Jackpot, what will I get?

A4 : You will get a percentage of the current prize pool, depending on your streak number when you fill the Streak Meter (rounded down to the nearest whole number). Below is the chart of prizes for each streak number: Streak Percent of Prize Pool 10-Streak 5% 11-Streak 10% 12-Streak 20% 13-Streak 30% 14-Streak 40% The Jackpot is paid at a first-come-first-serve basis. In the rare case that two players win the Jackpot at the same time, they will equally share the total prize of being first and second.

Q5 : How do I win with a 11-Streak or better?

A5 : If you fill the Streak Meter by winning a side bet that is worth a 3-Streak or more, you can end up with more than a 10-Streak and qualify for a bigger percentage of the prize pool.

Slots

Slot tournament lets you compete with other players in COG! Light up your competitive spirit and earn rewards from the slot tournament!

If the slot tournament doesn't show up in some slot machines, please go to the following slot machine which will always have the tournament:
- Geisha Goddess
- Tomb of Treasures
- Deep Sea Secret
- Lucky Classic
- Jungle Trek
- Luck O' Rainbow
- Greek Saga
- Western Outlaws
- Heavenly Dragon
- Fortune Firework
- Lucky Dou Di Zhu
- Lucky Gold Fortunes
- Royal Jade
- Lucky Trinkets
- Tale of Qixi
- Grand Heist

If you are having an issue with any slot machines, please try restarting the game and your device, as well as checking if you have a stable internet connection first. If the issues still persist, you can report your issues by one of the following method:
1. Our in-game support messenger.
2. Our Facebook page.
3. Our email address.

From the main menu, simply tap on the slot machine bottom and enjoy our wide selection of slot machines. You can access them from the ""Favorite"" tap as well.

Roulette

Objective: Predict which numbered pocket the roulette ball is going to settle into. In order to do that, all players make bets on a particular number, after which the dealer turns the roulette wheel in one direction and spins the roulette ball in the opposite. Once the ball finds its way into the pocket with that particular number, the respective players get paid.
American roulette wheel has 38 divisions, where numbers from 1 to 36, 0 and 00 can be found.

1. Single Bet – it is placed on any single number, including “0” and “00”, and directly on the number. Its payout is 35 to 1.
2. Split Bet – it features two adjacent numbers and is placed on the line between these numbers, including ”0” and ”00”. Its payout is 17 to 1.
3. Street Bet – it features all three numbers in a row and is placed on the line at the end of the row. There are other options for its placement as well – it can include 0, 1, 2; 0, 00, 2; 00, 2, 3. Its payout is 11 to 1.
4. Basket Bet – it features 0, 00, 1, 2 and 3 and is placed at the corner by 0 and 1. Its payout is 6 to 1.
5. Corner Bet – it features a group of four numbers and is placed at the corner where these four numbers touch. Its payout is 8 to 1.
6. Top Line Bet - it features 0, 00, 1, 2 and 3 and is placed at the corner by 0 and 1. Its payout is 6 to 1.
7. Double Street Bet – it features six numbers (or two rows of three numbers) and is placed at the end of two rows, on the border between them. Its payout is 5 to 1.

1. Column Bet – it features an entire column and is placed on the ”2-1” box at the end of a column. Its payout is 2 to 1.
2. Dozen Bet – it features a group of 12 numbers and can be placed on the ”1st 12” box (1 to 12), the ”2nd 12” box (13 to 24), or the ”3rd 12” box (25 to 36). Its payout is 2 to 1.
3. Bet on Color – it features all of the red numbers or all of the black numbers on the layout and is placed on the ”Red” box (all red numbers) or the ”Black” box (all black numbers). Its payout is 1 to 1.
4. Bet on Odd/Even – it features all even numbers or all odd numbers on the layout and is placed on the ”Even” box (all even numbers) or the ”Odd” box (all odd numbers). Its payout is 1 to 1.
5. Bet on Low/High – it features all low numbers or all high numbers and is placed on the ”Low” box (numbers 1 to 18) or the ”High” box (numbers 19 to 36). Its payout is 1 to 1.

Trobleshooting

If the game is not loading for you, first close out all other apps running on your phone or tablet, as this can affect the game’s performance. Try turning your device off and on to refresh it's RAM. Lastly, check if you're connected to a stable internet connection. Additionally, please make sure your device is currently supported. That information can be found on the app page for the game. Should the problem persist, please send us a message in the game or through email at support@cityofgamesapp.com or through our social media accounts.

If you have connected your account to Facebook: While in the lobby, click the drop-down menu on the top right of your screen, then click the gear icon, tap account and connect to your facebook account. You can also connect by accessing friends icon in the lobby or upon app entry. For f=instructions, you may ask help from our support team.
If you did not connect your account to Facebook: Unfortunately, without adding your Facebook to your game account, we will be unable to restore your progress.

Please be careful when choosing max bet as you might accidentally win too many chips. However, if you did lose, we still love you. Please send us a message by clicking "Contact Us" on the top right corner of your screen and we will give you a one-time consultation price.

There is a couple of things you can try to resolve the problem: Follow the instructions on this Youtube video or visit this Google Play help page.

Due to the nature of mobile network technology, connection problems can be experienced on even the fastest networks. Remember that signal strength bars may not always indicate that a connection is stable and that connection problems can go undetected. Most common symptoms of unstable network connections are
(1) reels spinning for a long time, and
(2) screen freeze. We recommend that you always play on a fast and stable internet connection. We also suggest the following troubleshooting tips:
Move closer to the source of your connection if you're on a wireless network.
Make sure the router is in the best possible place in your home, and there are no obstructions such as walls and large objects.
If both Wifi and cellular(3g/4g) connections are available, switch to the one with a faster and more stable connection and stick with it.
Free up more bandwidth by closing any other background apps.

Q1 : I'm getting a "Device not compatible" error message in Google Play Store.

A1 : We're aware of an issue where some people get a "Device not compatible" error message in the Google Play Store when trying to download City of Games, even though City of Games should support the phone. Google is currently investigating this issue with Google Play Store. As a temporary workaround, Google suggests clearing Google Play Store's data from your phone and then trying to install City of Games: Go to Settings >> Tap Application Manager >> Tap All >> Tap Google Play Store >> Clear data

Q2 : Why can't I connect to Facebook?

A2 : To troubleshoot logging into Facebook: Logout of Facebook from its app, browser, and etc. Open the City of Games app >> Sign in with Facebook through the app.

Purchase

If you’re having trouble purchasing items on your device, most of the time it is a credit card problem. The links below should be able to help you out. Google Play , Apple App Store However, if the problem consists, feel free to reach out to us by clicking on the “Contact Us” button located at the top right of your screen and send us a message. We would love to assist!

If you purchased items in City of Games and did not receive them, please click the “Contact Us” button located at the top right of your screen and send us a message. Please include your Friend Code, which can be found on the right of the Chip Blalance when clicking on your profile picture, as well as your Order ID found on your purchase receipt.

To review your order history, please visit the following pages of your respective app store: iTunes

Like most downloadable software and goods, in-game purchases made through our game are non-refundable. All purchases and redemptions of third-party virtual currency made through the service are final and non-refundable.

To review your order history, please visit the following pages of your respective app store: iTunes ,Google Play

Force Update

Please follow the below link to update the app Click

Please use the below link to update the app Click

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Our Partners

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