Player Support_Web Banner_4167x1000_2

 

Looking for Answers? We Want to Help!

If you're experiencing an issue and would like immediate assistance, please reach out to our player support team by phone at 888-972-2235.Call Support

Frequently Asked Questions

Find easy solutions to our most common problems below!

AE Player Rewards - How it Works FAQs

  •  AE Player Rewards is Accel Entertainment’s new FREE loyalty program that is designed to reward loyal patrons for their support and allows members to enter for EXCLUSIVE cash and prize giveaways.
  • AE Player Rewards features three Membership Status Levels, monthly cash giveaways, quarterly status-level giveaways, Instant Win opportunities, and a few other surprises.
  • Check in: An entry made while at any Accel location via the AE Player mobile app or by entering your phone number on an AE Player Rewards kiosk*.
  • Status-Level Credit: Credits accumulated for each check in.
  • Status Levels:
    • Member Status Level: 0-50 Status-Level Credits
    • Silver Status Level: 51-250 Status-Level Credits
    • Gold Status Level: 251+ Status-Level Credits
  • Status-Level Earn Period: A designated time frame for Members to accumulate Status-Level Credits.
    • In 2021, the earn periods are:
      • Status-Level Earn Period 1: March-June
      • Status-Level Earn Period 2: July-September
      • Status-Level Earn Period 3: October-December
  • Current Prize Period: The active giveaway
    • Giveaways will run for different lengths of time depending on the month.
    • One month can have multiple prize periods.
    • The monthly event and prize calendar can be viewed on AEPlayer.com and the AE Player mobile app.
    • View our AE Player Rewards "Current Giveaways" Tip of the Week video for more details.
      New call-to-action
  • Multiplier Days: Days designated by the AE Player Rewards program that allow a Member to gain additional Status-Level Credits and giveaway entries with each check in.
    • View our helpful AE Player Rewards Tip of the Week video on Multiplier Days below.
      New call-to-action
  • Instant Wins: Random opportunities for Members to instantly win a prize upon completing a check in.
    • View this AE Player Rewards Tip of the Week video for more details on Instant Wins.
      New call-to-action
  • Quarterly Status-Level Giveaways: Giveaways that take place at the end of each Status-Level Earn Period. Each Status Level has its own prize package. Members only qualify for the giveaway of their matching status level.
    • View the AE Player Rewards "Quarterly Giveaway" Tip of the Week video for more details.New call-to-action
  • You can sign up for your free AE Player Rewards membership via the AE Player App, AE Player Rewards kiosk* or  desktop computer.
  • If you entered the Mind Blowing Giveaway or any previous Accel Entertainment sweepstakes, your profile screen will pop up after you enter your phone number. This is an opportunity for you to edit your profile if anything has changed since the previous giveaway(s). After you fill everything out, click Submit. You are now registered and have entered AE Player Rewards for the first time.
  • If you’ve never participated in an Accel Entertainment giveaway before, you will need to fill out the entry form in its entirety, which should take no more than five minutes. Once done, press Submit. You are now registered and have entered AE Player Rewards for the first time.

    *Kiosks available at select locations
  • Log in to your AE Player Rewards account either on your mobile app or desktop. Once logged in, click on the menu (three white lines) in the upper left corner of your screen. Then select the Profile menu option. Update any necessary information. Finally, click the Submit button at the bottom to save your changes to your player profile.
  • Sign up for your FREE membership via AE Player mobile app or the AE Player Rewards kiosk*.
  • AE Player Rewards Status Levels (Member, Silver, Gold) are based on check ins made over a designated period, or by exclusive invitation or Instant Win opportunity.
  • AE Player Rewards Members can check in once an hour at ANY Accel location.
  • Rewards Members earn one Status-Level Credit with every check in.
  • Rewards Members also earn an entry(ies) into the current prize period giveaway with each earned Status-Level Credit from a check in via the AE Player mobile app or the AE Player Rewards kiosk*.
  • The number of giveaway entries a Rewards Member earns for each check in is based upon their current Membership Status Level.
    • Member: 1 Status-Level Credit = 1 entry into current prize period giveaway and quarterly status-level giveaway
    • Silver: 1 Status-Level Credit = 2 entries into current prize period giveaway and quarterly status-level giveaway
    • Gold: 1 Status-Level Credit = 3 entries into current prize period giveaway and quarterly status-level giveaway
  • The more check ins you earn, the more bonus advantages you receive!
  • AE Player Rewards Members can view their Status-Level Credits and giveaway entry counts on the AE Player app or log into their profile through a desktop.
  • Multiplier Days are designated by the AE Player Rewards program that allow Members to gain additional Status-Level Credits and giveaway entries with each check in.
    • Example 1: Amber, Member Status, checks in on a triple multiplier day. Amber would receive three status-level credits, three entries into the current prize period giveaway, and three entries into the quarterly status-level giveaway.
    • Example 2: Steve, Gold Status, checks in on a double multiplier day. Steve would receive two status-level credits, six entries into the current prize period giveaway and six entries into the quarterly status-level giveaway
  • Monthly cash giveaways: Northern and Southern Illinois winners will be chosen for each prize period.
  • Quarterly status-level giveaway: A total of six winners — each of the three Status Levels will have one Northern and one Southern Illinois winner.  
  • Instant Win opportunities throughout the prize periods, including automatic status upgrades!

    *Kiosks available at select locations.
  • AE Player Rewards Status Levels (Member, Silver, Gold) are based on check ins made over a designated period, or by exclusive invitation or Instant Win opportunity.
    • Member Status Level: 0-50 Status-Level Credits
    • Silver Status Level: 51-250 Status-Level Credits
    • Gold Status Level: 251+ Status-Level Credits
  • Rewards Members earn one Status-Level Credit with every check in.
  • Membership status is evaluated at the end of each Status-Level Earn Period.
    • Status-Level Earn Period 1: March-June
    • Status-Level Earn Period 2: July-September
    • Status-Level Earn Period 3: October-December
  • Membership status is maintained at the start of a new Status- Level Earn Period, but Status-Level Credit balances are reset to zero.
    • Example: Amber hits Gold Status in Earn Period 1. In Earn Period 2, Amber will still be Gold Status.
  • Rewards Members must again continue to check in to earn the needed amount of Status-Level Credits within the new earn period to maintain their status level.
    • Example: Amber begins Status-Level Earn Period 2 as Gold. At the end of September, Amber has 240 Status-Level Credits. Amber did not meet the 251 needed credits for Gold again, therefore, Amber will be Silver Status at the start of Status-Level Earn Period 3.
  • View our AE Player Rewards Tip of the Week video on "End of Status Level Earn Periods" for more information.
    New call-to-action
  • The AE Player app is a tool for you to enter into AE Player Rewards when at any Accel location to earn entries into current prize period giveaway and quarterly status-level giveaway. You can also use the app to see your progress in AE Player Rewards. You can see how many entries you have received and your progress toward raising your Status Level. You can also find Accel locations near you, view past winners, view monthly prize calendar that include information about our multiplier days and much more!
  • You can also log into your account online to access your profile. Click here to check it out
  • View our "How to Use AE Player App" video below for more information. 
    New call-to-action
  • After downloading the AE Player app, type in the phone number associated with your profile. This will be the same number that you enter on a kiosk when making a check in. In the Password box, enter the password you created when you originally set up your profile. Once complete, hit Log In.


  • AE Player App: While at an Accel location, download/open your app while in the gaming area. On the homepage of your app, click the gold 'Check In' button to make your check-in. You can check in once per hour.
  • Kiosk*: While at an Accel location, walk up to the AE Player Rewards kiosk, type in your phone number and press Enter. If this is the first time you are checking in to AE Player Rewards, follow the prompts to fill out and complete your profile. Make sure all information is accurate because this is how we will contact you if you are a winner.
    *Kiosks available at select locations.
  • When checking in to a kiosk or your AE Player app, you will receive a confirmation screen thanking you for checking in. If the kiosk or your AE Player app is not connected to the internet, the device will still recognize and record your check-in. Once the internet connection has been restored, your check-in will be logged to the database. If you have the AE Player app, you can verify your check-in history under the Entries menu option.
  • If there is an error while checking in, or you think the kiosk is not working, please inform a staff member so they can report the issue.
  • If your app is crashing, it may be because there is an app update ready to be downloaded in the Google Play or App Store. Check to see if an update is available and download if so. If an update is not available, try deleting the app and re-downloading it. If your app is still crashing, contact Accel’s 24/7 Service Solution Center at (888) 97-ACCEL and let them know what is going on.
  • If the AE Player Rewards kiosk* is down at an Accel location, you can make an entry using our AE Player app. To do this, while in the gaming area, download/open the app and sign into your account. On the homepage, click the gold 'Check In' button to make your check in.

*Kiosks available at select locations.

AE Player Rewards - Prize Related FAQs

  • You will be notified via the phone and/or email you used to complete your player profile. A representative from our third-party verification company — EventLink — will be in contact within 48 hours of you being selected as a winner. You then have 48 hours after being contacted to return the representative’s call and/or email. You will be subject to a vetting and verification process to ensure Eligibility Requirements have been met.
  • You will be required to complete and return an Affidavit of Eligibility, Liability Release, and Publicity Release (“Affidavit/Release”). Once complete, a representative will process the materials and mail the applicable prize to you. If you: (1) provide false, inaccurate, or incomplete information on the entry form; (2) are otherwise disqualified pursuant to these Official Rules; or (3) fail to sign and return the Affidavit/Release within the required time period, the prize will be forfeited, and it will be awarded to an alternate, randomly selected Winner (also subject to verification).
  • You will get paid once you have been contacted and verified through our vetting process. A representative from our third-party verification company — EventLink — will be in contact within 48 hours of you being selected as a winner. You then have 48 hours after being contacted to return the representative’s call and/or email. Once you have completed the verification process, prizes are sent within 30 days to the address provided on your player profile.

Here are a few instances where you may be deemed ineligible to win a prize:

  • You’ve provided false, inaccurate or incomplete information on your entry form (e.g., incorrect phone number or you are not 21 years of age or older).
  • You are disqualified due to restrictions outlined in the Official Rules (e.g., you are the establishment owner of the winning location).
  • You failed to sign and return vetting and verification information within 48 hours of receipt.

AE Player Rewards - Punch Card FAQs

  • Participating locations have the option to offer a digital punch card via the kiosk and AE Player app. This punch card offers an additional prize provided by that location once you have completed all the digital punches. Not all participation locations offer a punch card option.
  • To earn a digital punch, simply check in through the kiosk or AE Player app like you would for the giveaway. If you are at a location that is offering a punch card and you check in, a virtual punch card with a completed punch will come up on your screen. You can earn one punch a day until you have reached the required number of punches to complete the punch card and earn the reward. Once you have completed a punch card, let a staff member know so they can verify and award the prize.
  • Check the location’s social posts or ask a staff member if they are participating to see if a location is utilizing punch cards without actually having to enter.
  • You can ignore the punch card and choose not to redeem your card once you have met the required number of punches. This will not block you from being able to submit other entries for AE Player Rewards.

Slot Machine FAQs

To get your money from your video gaming terminal (VGT), you must cash out on the machine and print a Cash Out Voucher. From there, take this voucher to the redemption terminal and insert it into the machine. If an error occurs and you are unable to get your money, here are a couple things to try:

  • Enter the validation number manually. The scanner on the Redemption Terminal may be working improperly.
  • Call Accel’s 24/7 Service Solution Center at (888) 97-ACCEL. Someone from Accel’s Service Center may be able to “unlock” the voucher remotely.
  • Ask the establishment manager for a Facility Pay Form to complete. Additional steps on what to do next will be listed on this form.
  • Cash Out Vouchers are valid for 365 days.
  • Notify a location employee. They will be able to call Accel’s 24/7 Service Solution Center at (888) 97-ACCEL and explain the issue. Accel’s Service Center may be able to remotely repair the machine while on the phone. For repairs that can’t be serviced over the phone, one of Accel’s Technicians will be out at the location as soon as possible.

Still Need Help? Let us Know Below!