First, please note that promotional email from DoubleDown Casino will always come from firstname.lastname@example.org. Do not click on links if the sender's email address is not trusted.
Most email offers from DoubleDown Casino can be claimed by any player, but some will be intended for a specific player account. If you have received an email that offers free chips based on your Diamond Club membership, for instance, those chips can only be claimed by the account that is enrolled in Diamond Club. Other offers will include the mobile Guest account player ID to help you determine which account can redeem the free chips.
If you play on mobile, you may have both a Facebook-connected account and a Guest account. The offer may be redeemable only on one of these accounts, and you would receive an error message on the other. Tapping the offer will launch the game, but it cannot choose the correct account automatically; the game will always launch the account you most recently used.
Before attempting to redeem a free chips offer, be sure to launch the game and log in with the correct player account to receive the chips.