Top 10 FAQ

• How do I save my progress?
• Your game progress will be stored on your mobile device and will carry over through updates and reinstalls as long as your device number remains unchanged. If you are planning to reset your device or change to a new one, make sure to keep a screenshot of your profile page within our app that shows your user ID clearly. To open your profile page and see your user ID, click on your photo on the top right side of the main menu.

• What are coins and how do I get more?
• Coins in Vegas Keno are a virtual currency that you can use to play the games. Every day you will have a chance to get free bonus coins from Daily Return Bonus, Hourly Time Bonus and Level Up Bonus. You can also watch ads and get coins at Free Coins tab, and play a few mini games along the way. Of course, there is always an easier way to get coins: visit the Coin Store and buy coin packages to keep you playing.

• Can I win real money?
• Vegas Keno is a casino-like game, but is not actual gambling. All the coins in the game are meant for entertainment purposes only and cannot be cashed out. Coins that you purchase are used to increase your playtime.

• I was disconnected during a game. Did I lose my game?
• If your game froze or got disconnected before you press PLAY or AUTO, you will not have been charged.
  If you were disconnected in the middle of a drawing, your winnings that would have come from that draw you were playing will be added to your balance the next time you open the game. You may not be able to see the draw yourself, but your coins are there safely, so don't worry!

• How do I get free Coins in-game?
• Every day you will have a chance to get free bonus coins from Daily Return Bonus, Hourly Time Bonus and Level Up Bonus. You can also watch ads and get coins at Free Coins tab, and play a few mini games along the way. Of course, there is always an easier way to get coins: visit the Coin Store and buy coin packages to keep you playing.

• How can I check my user ID?
• Click your Profile button on the upper right of the main menu to open your profile.
  Your user number can be found under your name on this page.

• I bought a coin package and it doesn't seem to have been added to my balance.
• When you buy any coin package, a confirmation popup will show and the coins will be added when you click the COLLECT button. In the case where you could not see the confirmation popup and are still unsure if your purchase was applied, please contact us at support@vegaslivekeno.com with a receipt, and we will look into this issue for you.

• What are the diamonds for?
• Diamonds are a new currency, which you can receive only for leveling up and for making purchases.
  We are going to add a new Challenge where you will be able to spend your diamonds by the end of July 2022,
  and more fun diamond features will be added in the future, so please stay tuned!

• I've submited an inquiry, but how do I get a reply?
• Our replies are being sent to the email address which you leave when you submit your inquiry,
  however sometimes they may end up in your SPAM folder, so please check there as well.
  Otherwise, go to Help Center -> My asked questions -> input your user ID number
  and tap the title of your inquiry to see our reply.

• How do I permanently delete my account?
• To request user data deletion,

  click here to visit our Help Center and submit a ticket, or contact us at: support@vegaslivekeno.com

  and provide your user ID number which you can check in your game profile. 

  Your account and all associated data will be deleted within several days. 

Loading/Freezing

• How do I save my progress?
• Your game progress will be stored on your mobile device and will carry over through updates and reinstalls as long as your device number remains unchanged. If you are planning to reset your device or change to a new one, make sure to keep a screenshot of your profile page within our app that shows your user ID clearly. To open your profile page and see your user ID, click on your photo on the top right side of the main menu.

• Game won't load on mobile
• Please try the steps below to troubleshoot the problem:
   
  1. Check if you have stable wi-fi or internet connection.
  2. Check if you have the latest version of the app.
  3. Reboot your phone.
   
  In case the problem still occurs, please, try to delete the app from your device completely and reinstall the app from the App Store again.
  If the problem persists, please reach us out at support@vegaslivekeno.com and we will look into this for you.

Coins/Diamonds

• What are coins and how do I get more?
• Coins in Vegas Keno are a virtual currency that you can use to play the games. Every day you will have a chance to get free bonus coins from Daily Return Bonus, Hourly Time Bonus and Level Up Bonus. You can also watch ads and get coins at Free Coins tab, and play a few mini games along the way. Of course, there is always an easier way to get coins: visit the Coin Store and buy coin packages to keep you playing.

• Can I win real money?
• Vegas Keno is a casino-like game, but is not actual gambling. All the coins in the game are meant for entertainment purposes only and cannot be cashed out. Coins that you purchase are used to increase your playtime.

• What are the diamonds for?
• Diamonds are a new currency, which you can receive only for leveling up and for making purchases.
  We are going to add a new Challenge where you will be able to spend your diamonds by the end of July 2022,
  and more fun diamond features will be added in the future, so please stay tuned!

Gameplay

• How do I play?
• From the lobby, select a keno machine to play. Once inside, pick your numbers on the board and set your bet at the bottom of the screen. Press Play or Auto to draw the balls.

• I was disconnected during a game. Did I lose my game?
• If your game froze or got disconnected before you press PLAY or AUTO, you will not have been charged.
  If you were disconnected in the middle of a drawing, your winnings that would have come from that draw you were playing will be added to your balance the next time you open the game. You may not be able to see the draw yourself, but your coins are there safely, so don't worry!

• How do I turn off sound?
• Go to SETTINGS at the top right on main menu. You can turn the MUSIC and sound EFFECT on or off, or adjust the master volume by sliding the bar.

• How do I change my name / photo / avatar?
• Click your Profile button found at the top right side of the main menu.
  On the lower left of your avatar photo, click "EDIT" button with a pencil icon.

• How do I get free Coins in-game?
• Every day you will have a chance to get free bonus coins from Daily Return Bonus, Hourly Time Bonus and Level Up Bonus. You can also watch ads and get coins at Free Coins tab, and play a few mini games along the way. Of course, there is always an easier way to get coins: visit the Coin Store and buy coin packages to keep you playing.

• How do I level up?
• You will level up when you have bet the necessary amount of coins for the next level. To see how close you are to the next level, check the gauge beneath the number of your level next to your profile picture on the upper right of the main menu.

• How I can get daily bonuses?
• Once a day, you will get a Daily Return Bonus. Depending on your level, the bonus amounts will go up.

• How can I check my user ID?
• Click your Profile button on the upper right of the main menu to open your profile.
  Your user number can be found under your name on this page.

Payment

• I made a purchase but did not receive any coins, why?
• If payment has been properly processed the receipt should be in your purchase history. Please send the receipt to support@vegaslivekeno.com.
  If your question hasn't been answered by this FAQ please contact our HELP CENTER for assistance.

• I bought a coin package and it doesn't seem to have been added to my balance.
• When you buy any coin package, a confirmation popup will show and the coins will be added when you click the COLLECT button. In the case where you could not see the confirmation popup and are still unsure if your purchase was applied, please contact us at support@vegaslivekeno.com with a receipt, and we will look into this issue for you.

Setting

• I don't want to get any notifications from Vegas Keno.
• Go to settings on the top right of the main menu, and turn the NOTIFICATION off.

• How do I permanently delete my account?
• To request user data deletion,

  click here to visit our Help Center and submit a ticket, or contact us at: support@vegaslivekeno.com

  and provide your user ID number which you can check in your game profile. 

  Your account and all associated data will be deleted within several days. 

Etc.

• I've submited an inquiry, but how do I get a reply?
• Our replies are being sent to the email address which you leave when you submit your inquiry,
  however sometimes they may end up in your SPAM folder, so please check there as well.
  Otherwise, go to Help Center -> My asked questions -> input your user ID number
  and tap the title of your inquiry to see our reply.