My Tickets
Welcome
Login

Help with videos

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.

What Counts as Inappropriate Content?

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.

What Information Should I Include in a Report?

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.

Troubleshooting Technical Issues

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