If you experience problems with in-game videos—such as inappropriate content, playback issues, or missing rewards — please contact Customer Service. Include as much detail as possible so we can quickly identify and resolve the issue.
The following types of advertisements are not allowed and should be reported:
Offensive, indecent, or unlawful content
Content that is reputationally damaging
Erotic, pornographic, or youth-inappropriate material
Subscription traps or misleading ads (e.g. address phishing)
Promotions for alcohol, tobacco, or drugs
If you see anything concerning, please report it to Customer Service right away.
Providing detailed information helps us investigate and remove problematic videos faster. Please include:
Game world
Video ID (shown in the top-left corner of the ad window)
Brand or product being advertised
Advertiser’s URL (if visible)
Screenshot (if possible)
The Video ID is especially helpful for identifying the specific ad.
If you're having trouble watching videos, try the following steps:
Clear your browser’s cookies and cache
Switch to a different browser
Check if an ad blocker or antivirus is interfering with video playback
If the problem continues, contact Customer Service and include:
A detailed description of the issue
Your operating system and browser (or app) and version
Whether you use any ad blockers or other third-party blockers
