Can’t use free spins: eligibility and state rules

Which rules determine whether I can use promotional free spins?

Three layers can apply at the same time:

Rule source	What it controls
Promotion-specific terms	Who receives the offer, the eligible game, claim steps, availability period, and other offer conditions
HelloMillions Terms of Service	General account, location, promotion, and platform eligibility
Game Supplier Additional Restrictions	Extra state or territory restrictions imposed for particular suppliers or games

The current Terms of Service say promotion-specific terms take precedence when they conflict with the general Terms. Start with the exact offer displayed to your account.

Offer availability and terms can change. Check the promotion-specific rules displayed with the offer before relying on its eligibility or claim conditions.

Are free spins available in every state?

Do not assume they are. HelloMillions’ Terms identify prohibited territories for the service and say particular game suppliers may impose additional territorial restrictions. Use the current Terms for the platform list.

For a game-specific offer, also check Game Provider Additional Restrictions in the HelloMillions website footer. A customer can be in a state where the platform is generally available but still be unable to open a game from a supplier that restricts that location.

State availability and promotion rules can change. Check the current Terms and the offer details when you try to use the promotion.

Why might one account receive an offer and another not?

The Terms say some promotions or special offers may be made available exclusively to selected customers. Eligibility may vary, and HelloMillions is not required to extend every offer to every customer.

The Terms also allow access to a promotion to be limited, suspended, or revoked for abuse. Using more than one Customer Account or otherwise violating the promotion or local law can lead to the promotional benefit being withheld or voided.

Do not copy a personalized offer URL from another person or create another account. The Terms specifically prohibit schemes involving offers emailed to selected customers and permit only one Customer Account per person.

Can I use a VPN to access the eligible game?

No. The Terms prohibit technology such as a VPN or proxy that conceals or disguises actual location. Location Services must be enabled for account access and verification checks.

If the system has the wrong location, fix the location check rather than bypassing it:

1. Turn off any VPN or proxy.
2. Enable location permission for the browser or device.
3. Confirm that your account address is current.
4. Retry on a stable network.
5. Contact support if the detected location remains wrong.

See How HelloMillions geolocation works for the full troubleshooting path.

What if I purchased a package but cannot use the included spins?

Save the exact offer terms, receipt, transaction ID, named game, and any location or eligibility message. Confirm that the purchase completed and that the offer was presented to your account. Then contact Customer Support before repeating the purchase.

Do not assume a universal refund or substitute benefit. The Terms describe purchases as final and do not publish one remedy for every promotion-eligibility issue. Support must review the specific transaction and offer.

This is general information about published policies, not legal advice. Current Terms and promotion-specific rules govern.

This is general information, not legal or tax advice.

Frequently asked questions