Q: What documents are needed to verify an account?
A: Proof of ID that includes name, date of birth and a photo. These should be uploaded via the account section of the site or sent to firstname.lastname@example.org.
Q: Why can’t I deposit?
A: PlayON does not accept deposits or permit real-money game entry to customers in unregulated countries. Currently PlayON offers real-money games to customers based in the United Kingdom, Australia and Ireland. Customers from other countries can play games for free at PlayON. For more information, see our Regulation section.
Playing the game
Q: How do I play the game?
A: A detailed description of how to play the game can be found on the How to Play page.
Q: Why is X player’s listed position incorrect?
A: PlayON uses Opta and STATS data for all player positioning and data. Sometimes there is a divergence of opinion as to the appropriate position for a particular player. However as a rule, PlayON uses Opta and STATS positions in this regard.
Q: Is there a mobile app for PlayON?
A: At present we don't have a mobile app. However, we do have plans to introduce one in the coming months.
Q: How are the scoring events defined?
A: Details of all of the scoring events and their definitions can be found at the link below: Scoring Matrix.
Q: How do I monitor my team’s progress for an ongoing Gameweek?
A: If you click into the Live Games panel on the Dashboard, you'll see a list of all of your live games. Click into any game to see the relevant leaderboard, ticker and payout structure, and to compare teams.
Q: It looks like there is a problem with Player X’s points total.
A: Sometimes player points can fall out of sync during the live matchday, especially if there are late changes based on submitted team sheets before the match starts. However, pots are only paid out based on the final outcome, when all scoring is back in sync and has been verified.
Q: Is it possible to see my points totals and league positions from previous game periods?
A: If you click into the Results panel on the Dashboard you can see all your previous scores and winnings.
Q: I’m having trouble withdrawing funds from my account.
A: We place a high priority on getting money back to customers as soon as they want it. If you are experiencing difficulty in withdrawing funds we recommend trying the following:
1) Use the website rather than the mobile site to process your withdrawal.
2) Only withdraw GBP £100 with any individual request (this can be done multiple times for amounts greater than GBP £100).
3) If you are including the £ sign in the amount field try doing it without that.
If these three don't work, get in touch via the chat box on the site or email us at email@example.com and we will investigate the matter further.
Please note that we cannot offer any payment options beyond those that are listed on the site; namely, credit cards, debit cards, Skrill, Neteller and bank transfer (United Kingdom customers only).
Q: The system won’t allow me to deposit using my card.
A: There can be some inconsistencies with banks or card issuers when enabling deposits into online gaming companies. If you have a Skrill or a Neteller account then you should be able to deposit through these without issue.
Q: I can’t seem to withdraw to my Mastercard?
A: VISA is the only card that can be used for withdrawal - you can also withdraw via Skrill, Neteller or bank transfer (United Kingdom customers only).
Q: Why has my bank account balance not updated since making a withdrawal?
A: Sometimes it can take a few days to process a withdrawal. If your withdrawal has not been processed after 72 hours then please let us know by emailing firstname.lastname@example.org and we will follow it up with our payment provider Worldpay.