Player Support

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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!

Mind Blowing Giveaway FAQs

This can be done in one of two ways.

  1. Download/open our app, AE Player. Click Forgot Your Password and type in the phone number associated with your account. Select Send Instructions. Instructions to reset your password will be sent to the email address associated with your account.
  2. Go to the login page. Click Forgot Your Password and type in the phone number associated with your account. Select Send Instructions. Instructions to reset your password will be sent to the email address associated with your account.

If you are 21 years of age or older, you can enter Accel’s Mind Blowing Giveaway at participating locations via the sweepstakes tablet located inside participating locations, or via the AE Player app.

AE Player is Accel’s app that you can download to make entries into Accel’s giveaways while at a participating location, view and download our monthly prize calendars that include information about our multiplier days and instant winners, find participating locations near you, view past winners, and much more! 

After downloading the AE Player app, type in your phone number associated with your profile. This will be the same number that you enter on a sweepstakes tablet when making an entry. In the Password box, enter the password you created when you originally set up your profile. Once complete, hit Log In.

While at a participating Accel location, walk up to the sweepstakes tablet, type in your phone number and press Enter. If this is the first time you are entering one of Accel’s sweepstakes, 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.

This will be the password you use when signing into our app, AE Player. You can use the app to make entries while at participating locations. You can also keep track of your entries, view and download our monthly calendars that include information about our multiplier days and instant winners, find participating locations near you, view past winners, and much more!

You can also log into your account online to access your profile. Click here to check it out

This can be done in one of two ways.

  1. Download/open our app, AE Player, and sign into your account. Click the menu icon (three horizontal lines) located at the top left of the screen. Click Profile. From here you can edit any of your current information. Once complete, hit Submit.
  2. Go to the login page and sign into your account. Click the menu icon (three horizontal lines) located at the top right of the screen. Click Profile. From here you can edit any of your current information. Once complete, hit Submit.

While at a participating Accel location, download/open your app while in the gaming area. On the homepage of your app, select Enter Now to make your entry. You can enter Accel’s Mind Blowing Giveaway once per hour.

When opening the AE Player app, the home screen will either include an Enter Now button or a Visit Location to Enter button. If your app has a Visit Location to Enter button, that means it is not connected to the beacon used to create an entry via the app. Here are a couple things to try when making an app entry:

  • While in the game room, try closing out the app and reopening it.
  • Try signing out of the app and signing back in.
  • Try deleting the app and redownloading it.

If you are still unsuccessful, please contact Accel’s 24/7 Service Solution Center at (888) 97-ACCEL. It is possible that a new beacon needs to be installed at this location. You can always make an entry on the participating location’s tablet if your app isn’t working.

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 tablet is down at the participating 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 Enter Now to make your entry.

Prize Related FAQs

Congrats, you’re an instant winner! You will be contacted within 48 hours via the phone number or email address you originally entered when setting up your profile. You will have 48 hours after being contacted to return the representative’s call and/or email. You will be put through our vetting and verification process to ensure you are an eligible winner. You will also be required to complete and return an affidavit of eligibility, liability release, and a public release form (except where prohibited by law) within 48 hours of receipt of the forms. Once the vetting and verification process is complete, you will receive your prize via mail.

A representative from Accel Entertainment’s third-party vendor – Event Link – will reach out to you with next steps on getting your prize.

You will need to provide an affidavit of eligibility, liability release and a publicity release (except where prohibited by law).

At the end of each prize period, one finalist will be selected from each participating Accel location. Accel will release and announce this finalist list on our social media and web page here: https://www.aeplayer.com/mind-blowing-giveaway/winners.

Accel will also send an email to all patrons who have entered Accel’s Mind Blowing Giveaway and opted in to receive emails.

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.

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!

 

AE Player Rewards is brought to you by slot provider Accel Entertainment®.

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