Help & Frequently Asked Questions (FAQ)

Q1: I’m unable to log in with Facebook, but I can play as a guest.

A: Please ensure you have the latest version of Xtream Rummy installed. Restart your device, then relaunch the app and try logging in with Facebook again.
If that doesn’t work, make sure the Facebook app is updated. Log in to Facebook directly using their app, then return to Xtream Rummy and try again.
If the issue persists, it may be a problem with Facebook’s connectivity. Please contact Facebook support for further assistance.

Q2: I always seem to be losing. Why don’t I get good cards?

A: Card distribution in Xtream Rummy is 100% random and based on a fair algorithm. Winning depends on a combination of luck, skill, and strategy.
To improve your experience:

  • If you’re losing repeatedly at one table, switch to another.

  • Avoid playing repeatedly with the same group—some players might be sharing cards, which is against fair play.
    Play smart and responsibly — we wish you the best of luck!

Q3: I had 6.4 million chips in the morning, but only 300 in the evening. Where did my chips go?

A: If you believe your account has been compromised or your chips have been stolen, please contact us immediately at xtreamcontact8@gmail.com.
Include the following details:

  • Number of chips before the incident (with date & time)

  • Number of chips remaining (with date & time)

  • Your Rummy ID or Facebook ID
    Please note: If we identify the recipient account, we may not be able to reverse the transfer or deduct chips from that account. We will investigate and try our best, but recovery is not guaranteed.
    ⚠️ Xtream Rummy does not support unauthorized chip transfers, which can lead to account suspension or permanent ban.

Q4: When I play, it shows my device has low memory.

A: Xtream Rummy requires sufficient memory and storage space to run smoothly. Try the following:

  • Update the app to the latest version

  • Uninstall unused apps to free up memory

  • Close background apps while playing Xtream Rummy
    If the problem continues, your device may not meet the minimum system requirements.

Q5: Two players teamed up and cheated me on a high-stakes table. Can I get my chips back?

A: Xtream Rummy is played by millions daily, and while we monitor suspicious behavior, we cannot fully eliminate dishonest gameplay.
We do not offer compensation for chips lost due to unfair player coordination. Please:

  • Avoid high-risk tables without observing the players first

  • Be cautious with side-show requests or patterns that suggest team play

Q6: I purchased chips but didn’t receive them. What should I do?

A: After a successful purchase, you should receive a confirmation with order date & time. Chips will be credited to the same account used for the purchase.
If you don’t receive the chips within 24 hours, email xtreamcontact8@gmail.com with:

  • Purchase confirmation (order ID, date, time)

  • Your Rummy ID or Facebook ID
    If you did not get an order confirmation, your purchase likely failed. Note: Debit cards (except HDFC) and ATM cards may not be supported. If funds were deducted, they will typically be refunded within 2–3 business days.

Q7: Why was my account blocked?

A: We block accounts for the following reasons:

  • Phishing or hacking activities

  • Unauthorized chip transfers

  • Illegal use, spamming, or offensive content

  • Promoting third-party apps or services
    If your account is blocked, your chips will be reset to zero. Permanent bans apply to serious violations. For minor offenses, you may request reinstatement.

Q8: How can I buy chips?

A: There are two ways:

  • Tap the “Shop” icon at the bottom-right of the game hall

  • Tap “Add Cash” after the wallet counters to access the purchase page

Q9: How can I pay for chips?

A: You can use any of the following payment methods:

  • Paytm wallet

  • Credit card or linked bank account

  • UPI
    Any one of the above is sufficient.

Q10: When will I receive my chips after payment?

A: You will usually receive chips within 0–30 minutes after successful payment. However, processing time may vary based on Paytm or bank transaction speed.

Q11: Where do I withdraw chips after successful payment?

A: After purchasing chips, go to the “Bank” section in the game hall to withdraw them.
For first-time users:

  • Bind your phone number

  • Set a secure password as prompted

Q12: How do I cancel a payment?

A:

  • A. If you’ve paid but not received the chips yet, contact us at xtreamcontact8@gmail.com. We’ll cancel the transaction and refund the payment within 7 working days.
  • B. If you received chips but didn’t use them, we’ll clear the chips and refund the full amount.
  • C. If some chips have been consumed, we’ll refund the value of the unused chips and reclaim those chips from your account.
  • D. If all chips are consumed, the transaction is irrevocable, and no refund can be made.

Q13: I have a recharge or withdrawal issue. How can I get help?

A: Please email xtreamcontact8@gmail.com with:

  • A detailed explanation of your issue

  • Your game ID or registered phone number
    Our support team will review and get back to you as soon as possible.

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