Complaints

Complaints may relate to account access, payments, refunds, competition entries, free postal entries, draws and results, Player Protection, responsible play, communications, technical issues or customer support.

Please include your account email, competition name, entry reference, payment reference if relevant, complaint category and a clear explanation of what happened. Do not include full card details or unnecessary sensitive information.

Complaints may be submitted through the Complaints page or by contacting [email protected]. Each complaint receives a unique reference and is reviewed by our team. We aim to respond as soon as reasonably possible and usually within 7 days, although complex issues may take longer. If you're not happy with our response, you can ask for another member of our team to review your complaint.

If you feel we haven't taken appropriate action, you can also go to:

• The Advertising Standards Authority, about how our competitions are run or advertised.
• Citizens Advice, for free advice on your consumer rights.
• The Information Commissioner's Office, about how we handle your personal data.

ICO registration number: ZC195820.