Daruma Help Center – FAQ
Account & Login
How do I create an account?
Creating an account is simple. Click the Sign Up button in the top-right corner, enter your details, and follow the verification steps.
I forgot my password. What can I do?
Use the Forgot your password? option on the login page.
If you encounter any issues, contact us through live chat or email.
It says my account is blocked/disabled. What happened, and what can I do?
There may be several reasons why an account becomes blocked or disabled.
Please contact us through live chat or at support@daruma.us so we can help resolve the issue or clarify the situation.
Please note that our platform is no longer available in Tennessee due to compliance and operational requirements. As a result, gameplay, purchases, and new registrations from Tennessee have been disabled. If you currently have a redeemable balance on your account, you may still temporarily log in to complete the redemption process. Redemption requests must be submitted before 06/02 at 6:00 EST. After this deadline, accounts from Tennessee will be fully restricted. We understand this may be unexpected and appreciate your patience and understanding while these changes are implemented.
Someone stole my account or has access to it. What should I do?
First, change your password to secure your account.
If you have trouble regaining access, contact us at support@daruma.us or through live chat, and we’ll assist you as much as possible.
I forgot both my password and the email I used to create the account. What can I do?
Please contact us directly via live chat or email at support@daruma.us.
We will help locate your account and restore access.
How can I stop receiving marketing or promotional emails from you?
You can manage your communication preferences anytime directly from your account. Just log in, go to the Marketing Consents tab in your profile settings, and update your preferences. Once you turn off marketing notifications, you will stop receiving promotional emails from us.
Payments
What payment methods can I use?
We support secure payment options including credit and debit cards, as well as Apple Pay and Google Pay.
Available options may change in the future.
How do I purchase Gold Coins?
Click the Wallet Icon in the top-right corner (GC or SC button).
Select Get Coins, choose your package, click Pay Now, and complete the payment using your preferred method.
How do I cancel or dispute a recent payment?
First, review your recent Gold Coin purchases.
If you see unfamiliar or duplicate charges, contact Daruma Support so our team can review and assist.
Please note: Daruma US cannot reverse or cancel purchases you initiated, and we are not liable for any fees charged by your financial institution.
My purchase didn’t go through. What should I do?
If refreshing the page doesn’t help and you still don’t see your purchase, contact Support and provide:
Date and time of the purchase
Gold Coin package selected
Purchase amount
Any receipt received
Purchase ID or order number
Any additional details that may help us resolve the issue
I was charged twice. What should I do?
Submit a request to Customer Support with:
Date and time of purchase
Purchase amount
Both receipts for the duplicate charge
Any additional relevant information
Verification
Why do I need to verify my identity?
Verification ensures all players meet eligibility requirements and that prizes are awarded to the rightful winner.
It’s a standard security step for legitimate sweepstakes platforms.
What documents are accepted for verification?
You can verify your identity using a government-issued ID, such as a driver’s license, state ID, or passport.
In some cases, we may also require a recent proof of address (e.g., a utility bill or bank statement) or other supporting documents.
Why was I asked for proof of address after submitting my ID?
Additional confirmation may be required if your ID does not show your current address or if the system detects a mismatch between your location and registration information.
This helps protect accounts from unauthorized use.
What if my document was rejected?
This usually happens when the photo is unclear or doesn’t show all details.
Upload a new photo taken in good lighting, ensuring all four corners are visible and the text is readable.
If you’re unsure why it was rejected, contact Support for assistance.
How long does verification take?
Most verifications are completed within 24 hours.
You’ll receive an email once the review is complete.
I don’t feel comfortable sharing my personal data. Is it safe to upload my documents?
Yes. Your documents are encrypted, reviewed only by authorized staff, and stored securely for verification purposes.
We never share, sell, or disclose your personal information to any third party.
Can I still play without verifying my account?
You can always enjoy gameplay using Gold Coins.
However, verification is required before redeeming Sweeps Coins for prizes.
Games
What games do you offer?
We offer a wide variety of games. You can explore them in the Games section.
Do I need to pay anything to play?
No. Daruma is free-to-play, and you can enjoy gameplay with Gold Coins anytime.
Why is a specific game not available?
We work with multiple providers, and some games may not be available yet.
They may appear in the future, but we cannot guarantee it.
Feel free to explore other games in the meantime.
Can I win real money in your games?
No. You cannot win real money directly in games.
However, you can use Sweeps Coins to redeem prizes.
How do these games work?
All game outcomes are determined by a certified RNG (Random Number Generator), ensuring results are always random.
There are no patterns or strategies—outcomes are purely by chance.
Do games have their own rules?
Each Game on Daruma US may have specific rules in addition to the general Terms of Use.
It is your responsibility to read and understand the rules before playing.
Please, familiarize yourself with the applicable terms of play for each Game before starting.
Responsible Gaming
What is responsible gaming?
Responsible gaming means keeping your experience enjoyable, safe, and under control.
Daruma supports responsible social gameplay and offers tools and information to help players stay balanced.
Why is responsible gaming important?
It ensures gaming remains fun and positive, helps prevent excessive behavior, and supports players in maintaining control.
What responsible gaming tools do you offer?
Players can use features such as purchase limits, timeout periods (cool-off), and self-exclusion programs.
What is self-exclusion?
Self-exclusion allows you to take a break from the platform.
You may choose a temporary duration (days, weeks, or months) or an indefinite period.
How do I start self-exclusion?
Contact Support at support@daruma.us to activate self-exclusion.
Once activated, the period cannot be reversed until it expires.
During this time, your account will be deactivated and you will not receive marketing messages.
How do purchase limits work?
(If you want, we can create a full explanation of purchase limits.)
Where can I get help if I think I have a problem with social gameplay?
If you feel you may have a gameplay issue, contact Daruma Support or reach out to independent organizations such as:
https://www.gamingaddictsanonymous.org/
Contact Options
How can I contact Daruma’s support team?
You can reach us anytime via live chat, the Help Center request form, or email at support@daruma.us.
Availability & Response Times
When is support available?
Our customer support is available 24/7, including weekends and holidays.
How fast will I get a reply?
Live chat: Usually within minutes
Email (support@daruma.us): Within 12–24 hours
Help Center & Self-Service
Where can I find answers myself?
The Daruma Help Center includes FAQs, guides, troubleshooting steps, and more.
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