Prizes delivered by our support team

Some Mystery Box prizes are marked Delivered by our support team. These can be game codes, store credit, or physical items. This guide applies to those prizes. Only access-code rewards contain a redeemable code in inventory, typically a Steam code supplied with the reward. Awards do not contain a code. Other reward types follow their own delivery instructions.

What the award in your inventory means

The award is proof of your win and stays in your inventory. It is not the actual game code, store credit, or physical prize. Our support team arranges delivery separately.

Start your prize delivery

1. Sign in to the GAMES.GG account that won the prize.
2. Select Contact support on the prize reveal, the prize in your inventory, or the congratulations email.
3. The button opens the site chat with your prize details and Drop ID filled in. Send the message to start the conversation.

If Contact support is not available on your prize, open the GAMES.GG site chat while signed in to the winning account and ask for help with prize delivery. Lost the email? Open your profile inventory, find the prize, and select Contact support.

Your Drop ID is the reference for your win. It appears in the congratulations email and the prefilled chat message. Keep the complete value, including the prefix, such as loot-drop:12345. If you cannot find it, ask for help in the site chat.

If you already asked on Discord, continue through the site chat from your inventory. Prize-delivery cases are handled there, so your claim and delivery details stay in one conversation.

Send one prize-claim message per prize. To follow up, open the site chat and reply in the conversation you already started. Starting a new conversation for the same Drop ID does not speed things up and can delay your delivery while support matches the conversations.

What we will ask you

Fibi or a support teammate will ask whether your prize is a game code, store credit, or a physical item.

• Game code or store credit: your platform and the country/region of your platform account. Use the account region, which may differ from where you currently live. For PlayStation, follow Sony's account-country guide.
• Physical item: the recipient's name, full shipping address including country and postal code, and a phone number for the courier. Share these details only in the private support conversation.

We check the win against your signed-in account. If you opened the box on another account, reopen Contact support while signed in to that winning account. If verification still fails, a teammate can help. You can ask for a human at any time.

How long delivery takes

• Confirmation: within one business day of your prize-claim message.
• Game codes and store credit: within five business days after your win is confirmed and we have the required delivery details.
• Physical items: dispatched within ten business days after confirmation and receipt of the required delivery details, plus the carrier's shipping time.

Business days exclude weekends and public holidays. If you are waiting beyond the relevant timeframe, reply in the same conversation so support can check.

How you will receive the prize

Game codes and store-credit codes are sent in your support conversation and by email. PlayStation credit is supplied as a code for your PlayStation account region. For physical items, support posts the tracking number in the conversation after dispatch.

Regional availability and alternatives

If a game code is unavailable in your account region, we provide store credit equal to the game's official store price. Support confirms the region and amount before arranging the alternative.

If a code does not work in your region, reply in the same conversation with your platform account country/region and the error message. Support will check and arrange a replacement or the regional credit alternative. Do not post the code publicly.

Prizes cannot be exchanged for cash. Delivery is the game code, store credit, or the physical item.

Changing a shipping address

You can change your delivery address before the item ships. Reply in the same private conversation as soon as possible with the corrected details and ask support to confirm the update. Once it has shipped, contact support to check the available options.

Keep your account safe

We never ask for payment, passwords, or wallet recovery phrases to deliver a prize. If you are unsure about an email, open games.gg directly, sign in, and check the prize in your inventory. Use Contact support there rather than following an unfamiliar email link. A message claiming that you won is not, by itself, proof that the email is genuine.