Frequently Asked Questions

1.1. I picked a gift but I haven’t received it yet. What should I do?

1.2. What’s the Play&Gold small print?

1.3. I don’t know my mobile phone number.

1.4. I can’t open any pages or links on the Play&Gold website. 

1.5. I no longer want to receive texts from Play&Gold

2. The Play&Gold treasures.

2.1. What can I do with the gold coins?

2.2. When can I exchange my gold coins for a gift?

2.3. I am not able to simultaneously order multiple gifts.  What should I do?

2.4. I have gold coins on several mobile phone numbers. Can I gather them on one mobile phone number?

3. The treasure chamber and prize catalogue. 

3.1. How long does it take to get the free text messages or minutes added on my phone?

3.2. How long does it take for my gift to be delivered?

3.3. I don’t like the gift I chose. Can I choose another one?

3.4. Can I transfer my bonus to another mobile phone?

3.5. I don’t think my bonus was granted. How can I check this?

3.6. I have chosen “Free calling minutes to a Proximus number” as a network bonus. How can I check if I’m calling a Proximus number?

 

When does Play&Gold stop?

* As from 02/06/22, you don’t receive any new codes every time you reload or renew your Full Control subscription.

* Until 01/07/22, you'll still be able to dig and launch the Piratapult. All tournaments will end on that date.

* Until 31/08/22, you can still exchange your gold coins for great gifts or transfer them to another Play&Gold member.

How do I know how many gold coins I have saved?

When you log in with your personal code and mobile number, you will see an overview of the number of gold coins you have collected in the upper right corner. This overview can be consulted at any time, as long as your code is valid. 

You have no valid code left? Don’t worry. You can request a new code using the “Need a code” - link on playandgold.be.

How can I redeem my gold coins?

You can exchange your gold coins for a nice gift in our “Shop” until 31/08/22.

When you log in with your personal code and mobile number, you will see an overview of the number of gold coins you have collected in the upper right corner.

You have no valid code left? Don’t worry. You can request a new code using the “Need a code”-link on playandgold.be.

 

How can I give my gold coins to another Play&Gold member?

You can give all of your gold coins or part of them to any Pay&Go phone number that has played at least once with Play&Gold. We advice you to transfer gold coins only to people you know. All you need to do is log on to playandgold.be with your mobile phone number and a valid code. In the “Shop”, you follow the link “Transfer your gold” and enter the number of gold coins you want to offer and the mobile phone number of the recipient. 

What is Enjoy!?

With Enjoy!, we'll continue to spoil you with fantastic contest prizes, exclusive discounts and surprises. All of this without collecting gold coins. You can already enjoy these exclusive benefits. How? Download the MyProximus app, create your account and discover Enjoy!.

 

1. General Questions

1.1. I picked a gift but I haven’t received it yet. What should I do?

A network bonus will be granted to you within 24 hours. You will receive a confirmation message when your bonus is activated. Please call our customer service on 6000 (toll-free from a Proximus mobile phone) if you have not received this gift after 24 hours.

For other gifts, you will receive an e-mail within 24 hours with more information about your gift. If you do not receive an e-mail from us, check your spam folder. Your spam filter may have stopped our message. Otherwise, contact us via the contact form available on the homepage (playandgold.be).

If you received an e-code from us as a gift but lost the e-mail in which this code was sent, log in via the homepage using a valid Play&Gold code and your mobile number, and ask for your e-code to be sent again by pressing "Send again" under "Chosen gifts".  

1.2. What’s the Play&Gold small print?

You can consult the Terms and Conditions (T&Cs). You need to confirm that you have read and accepted the Terms and Conditions before you can play the game or collect your prize.

1.3. I don’t know my mobile phone number

Check the packaging that your SIM card came in. Your number will be on it. You can also type the code #122# on your mobile and press send; you will receive a message with your mobile number.

1.4. I can’t open any pages or links on the Play&Gold website

The pop-up blocker on your Internet browser may be switched on. Check the instructions next to the toolbar and click to allow pop-ups.

1.5. I do no longer want to receive texts from Play&Gold

If you do not want to participate in Play&Gold, and therefore no longer want receive texts related to Play&Gold, send "STOP" by SMS to 8930. 

2. The Play&Gold treasures

2.1. What can I do with the gold coins?

Gold coins can be immediately exchanged for a nice gift in our treasure chamber. You can also decide to save your gold coins and exchange them for a gift with a higher value later on.  Or you’re in a generous mood and offer them to someone else. Or you’re in a generous mood and offer them to someone else.

 

2.2. When can I exchange my gold coins for a gift?

You can exchange your gold coins for a gift of your choice any time you like. So you don't have to do it right after digging or playing with the Piratapult. You can log in again with a valid code at any time to consult your coin balance or the gift catalog. Please note that the gift catalog may change after a certain period. However, network bonuses are always included in the gift catalog.

You have no valid code left? Don’t worry. You can request a new code using the “Need a code?”-link on the homepage.

2.3. I am not able to simultaneously order multiple gifts. What should I do?

If you wish to order more gifts at once, you return to the homepage after each gift choice and you log in again with the same code before choosing a new gift. 

2.4.   I have gold coins on several mobile phone numbers. Can I gather them on one mobile phone number?

Yes. If you have gold coins on several mobile phone numbers, you can easily transfer them to one mobile number by following the link 'Transfer your gold' in the Treasure Chamber. Simply log in with the mobile number on which you have gold coins and go to the Treasure Chamber. Follow the link 'Transfer your gold', enter the number of gold coins you would like to transfer and enter the mobile phone number that you would like to receive them on.

3. The treasure chamber and prize catalogue

3.1. How long does it take to get the free text messages or minutes added on my phone?

It can take up to 24 hours to have your network bonus (texts, minutes) activated on your mobile. This happens automatically. We will send you a confirmation message (SMS) to let you know when this has been done.

3.2. How long does it take for my gift to be delivered?

Once you have chosen a gift with your gold coins, you will receive a confirmation e-mail within 24 hours containing a description of your prize and all the necessary information regarding the method and time of delivery. If you have any questions or problems, please contact our customer service via the contact details provided in the e-mail.

3.3. I don’t like the gift I chose. Can I choose another one?

If you have chosen your gift and confirmed your choice, you will not be able to change it. If you have not yet done so, you can browse through the prize catalog and read the description under each prize.

3.4. Can I transfer my bonus to another mobile phone?

            No, the bonus is exclusively for the number that was topped up. However, if you want your friends to benefit from the program, tell them about it. If they are not yet Pay&Go customers, they can start receiving codes and prizes by buying a Pay&Go SIM card and topping up for at least €15.

3.5. I don’t think my bonus was granted. How can I check this?

You can check your personal usage via the online e-Services, a personalized customer environment which gives you more control over the Proximus/Belgacom services you have subscribed to. If you do not use the e-Services yet, you can activate your account here: https://admit.belgacom.be/ .

3.6. I have chosen “Free calling minutes to a Proximus number” as a network bonus. How can I check if I’m calling a Proximus number?

The website http://www.1299.be gives you access to a public database which allows you to easily obtain the number location of the called person.