Crown & Eagle Competitions
Terms of Service
Last updated: 23 October 2026
These Terms of Service are the full legal terms you agree to when you create a Crown & Eagle Competitions account or enter a competition. They include our Privacy Policy, Cookie Policy, Responsible Play guidance, Sovereigns rules, Refund Policy, Complaints Policy and Player Protection and Fair Draw Code. These terms replaced the Customer Agreement on 23 October 2026.
Terms Of Service
1. Promoter Details
Crown & Eagle Competitions is operated by CROWN AND EAGLE COMPETITIONS LTD, trading as Crown & Eagle Competitions. The registered address is 6 East Grove Road, Newport, NP19 9QG. Company number: 17307252. ICO registration number: ZC195820.
Customer support: [email protected].
Telephone: 07550 015021.
Customer support: [email protected].
Telephone: 07550 015021.
2. What These Terms Cover
These Terms of Service apply when you visit the website, create an account, enter a competition, use Sovereigns, submit a complaint, claim a prize, or otherwise use Crown & Eagle Competitions.
Each competition page may include additional competition-specific rules, including the prize, ticket price, total number of tickets, entry limit, opening date, closing date, draw date, free-entry instructions and any special prize conditions. If there is a conflict, the competition-specific rules apply first, then any promotion-specific rules, then these general terms.
By using the website or entering a competition, you agree to these terms. Nothing in these terms affects your statutory rights as a consumer.
Each competition page may include additional competition-specific rules, including the prize, ticket price, total number of tickets, entry limit, opening date, closing date, draw date, free-entry instructions and any special prize conditions. If there is a conflict, the competition-specific rules apply first, then any promotion-specific rules, then these general terms.
By using the website or entering a competition, you agree to these terms. Nothing in these terms affects your statutory rights as a consumer.
3. Eligibility
Competitions are open only to people aged 18 or over who are resident in Great Britain (England, Scotland, and Wales), unless a competition page states a narrower rule.
You may be asked to provide proof of age, identity, address, payment ownership and eligibility before an entry is accepted, a prize is awarded or paid, or an account restriction is removed.
Directors, employees, contractors and agents of Crown & Eagle Competitions, and anyone else directly involved in running a competition, can't enter.
You may be asked to provide proof of age, identity, address, payment ownership and eligibility before an entry is accepted, a prize is awarded or paid, or an account restriction is removed.
Directors, employees, contractors and agents of Crown & Eagle Competitions, and anyone else directly involved in running a competition, can't enter.
4. Account Rules
You must provide accurate account information and keep it up to date. You are responsible for keeping your login details secure.
Each person may have only one account. You must not create duplicate accounts, share accounts, use someone else's payment method without authority, manipulate entries, abuse promotions, interfere with the website, use automated entry methods, attempt to bypass Player Protection controls, or provide false information.
We may suspend or restrict accounts, cancel entries, reverse rewards and hold prizes while we investigate suspected fraud, underage use, duplicate accounts, payment abuse, chargeback abuse, promotion abuse, security misuse or a breach of these terms. If our investigation confirms any of these, we may close the account, cancel the entries and not award the prize. If it does not, we lift any restriction and release the prize.
Each person may have only one account. You must not create duplicate accounts, share accounts, use someone else's payment method without authority, manipulate entries, abuse promotions, interfere with the website, use automated entry methods, attempt to bypass Player Protection controls, or provide false information.
We may suspend or restrict accounts, cancel entries, reverse rewards and hold prizes while we investigate suspected fraud, underage use, duplicate accounts, payment abuse, chargeback abuse, promotion abuse, security misuse or a breach of these terms. If our investigation confirms any of these, we may close the account, cancel the entries and not award the prize. If it does not, we lift any restriction and release the prize.
5. How Competitions Work
Each competition is a prize draw. You can enter by buying tickets online or free by post, using the free postal entry route.
Every ticket, paid or free, is a separate entry with the same chance of winning. Each competition has one winner unless the competition page says otherwise, and the winner is chosen at random as described in the draw method section.
Some competitions are free to enter online and show a ticket price of GBP 0.00. Each account can claim 1 free ticket in each of these competitions, and no payment is taken. Free online entries are drawn in the same way as every other entry and have the same chance of winning.
Every ticket, paid or free, is a separate entry with the same chance of winning. Each competition has one winner unless the competition page says otherwise, and the winner is chosen at random as described in the draw method section.
Some competitions are free to enter online and show a ticket price of GBP 0.00. Each account can claim 1 free ticket in each of these competitions, and no payment is taken. Free online entries are drawn in the same way as every other entry and have the same chance of winning.
6. Paid Online Entries
You may select the number of tickets you want to buy, subject to availability, the competition entry limit, Player Protection limits and the monthly card payment cap. Tickets kept in the postal reserve for free postal entries are not available online until the reserve is released 72 hours before closing, as described in the free postal entry section.
Card payments are processed by a third-party, PCI-DSS compliant payment processor. Depending on the payment method offered, you may be redirected to the processor's own secure payment page, or enter your card details into a secure payment field hosted by the processor directly on our site. In either case, your card details are handled by the processor, not by us.
Completing any required payment authorisation, or returning to our website, does not itself create a confirmed entry. Tickets are allocated only after our system receives and validates a confirmed-payment notification. A later failure, cancellation, reversal, refund, dispute or chargeback cancels the related ticket entitlement.
When you start a card payment, the tickets you chose are held for you while the payment is processed. If you open the secure payment page but do not complete the payment, the hold ends within about an hour: the tickets are released, and the unfinished payment no longer counts towards the monthly card payment cap.
Card payments are processed by a third-party, PCI-DSS compliant payment processor. Depending on the payment method offered, you may be redirected to the processor's own secure payment page, or enter your card details into a secure payment field hosted by the processor directly on our site. In either case, your card details are handled by the processor, not by us.
Completing any required payment authorisation, or returning to our website, does not itself create a confirmed entry. Tickets are allocated only after our system receives and validates a confirmed-payment notification. A later failure, cancellation, reversal, refund, dispute or chargeback cancels the related ticket entitlement.
When you start a card payment, the tickets you chose are held for you while the payment is processed. If you open the secure payment page but do not complete the payment, the hold ends within about an hour: the tickets are released, and the unfinished payment no longer counts towards the monthly card payment cap.
7. Monthly Card Payment Cap
Card payments are capped at GBP 250 for each person in each calendar month, counted from midnight at the start of the 1st (UK time). Completed card payments and card payments still being processed count towards the cap. Failed payments do not. Only money paid by card counts: Sovereigns do not count. A refund does not reduce the month's total. If a payment would take you over the cap, checkout tells you how much you can still pay by card that month. The most tickets you can select in one order is set by what is left of the cap, using the order value after ticket discounts and before any Sovereigns.
No self-set spending limit can allow more than GBP 250 in a calendar month.
No self-set spending limit can allow more than GBP 250 in a calendar month.
8. Free Postal Entry
A free postal entry route is available for every competition until 7:30 PM on its closing date, unless the competition page says otherwise. No purchase is required to enter by post.
Send one individual postcard or letter, carrying its own valid First Class or Second Class postage, to Crown & Eagle Competitions, 6 East Grove Road, Newport, NP19 9QG. The whole entry must be handwritten and must clearly state your full name, postcode, date of birth, contact email, the exact three-character competition code shown on the competition tile, and this statement: “I agree to the Crown & Eagle Terms of Service and Privacy Policy.”
You can have up to 10 postal entries entered in each competition, and each entry must be sent separately under its own stamp. We count entries by the email address on them. Any further entries from the same email address for the same competition are void.
Handwriting is required by default to prevent automated entry abuse. If a recognised disability or physical condition makes handwriting impossible, email [email protected] before posting. We record the adjustment against the email address only, without requesting diagnosis or medical details. Once recorded, typed or printed physical entries from that email address are permitted until you ask us to remove the adjustment or the related account is deleted. All other rules still apply.
Valid entries
An entry is valid only if it meets every requirement above. Bulk entries, multiple entries in one envelope, incomplete or illegible entries, entries without the statement, and entries from anyone under 18 or anyone not resident in Great Britain (England, Scotland, and Wales) will be rejected. If an account already exists for the supplied email address, the entrant's full name and date of birth must match that account. A mismatch will be rejected. An entry linked to an account that is restricted, or in a time-out or self-exclusion period, will also be rejected. If no account exists for the supplied email address, an internal guest record will be created. An invalid entry is rejected whenever it arrives.
Tickets kept for postal entries
For every competition, 25% of the total number of tickets, rounded down to a whole ticket, is kept for free postal entries. We call this the postal reserve. For example, a competition with 250 tickets keeps 62 tickets for postal entries, and a competition with 3 tickets or fewer has no postal reserve. Online sales are limited to the other tickets. When they have all been allocated, or are held for payments still being processed, the competition page shows that online tickets have sold out, and the competition stays open for postal entries until its closing date.
Valid postal entries are allocated tickets from the postal reserve. Once the reserve is used up, they can also be allocated any tickets still available online.
72 hours before the advertised closing date and time, any reserve tickets not allocated to postal entries are released and go on sale online. After that, online and postal entries use the same remaining tickets, so the competition can sell out before its closing date.
Closing date for postal entries
We judge a postal entry by the date and time we record it, not by its postmark or the date it was posted. We record post on the evening it arrives. If we can't, we record it at our next session, and entries are recorded in the order we open them. An entry must be recorded by the advertised closing date and time of the competition it names. Competitions close at 7:30 PM on their closing date, unless the competition page says otherwise.
A valid entry that we record by the closing date is allocated one random remaining ticket in that competition. If the only remaining tickets are held for payments still being processed, the entry waits in order of the date and time we recorded it. When a held ticket is released, it is allocated to the first waiting entry. If every held ticket is paid for, the competition has sold out and the waiting entries are void, as described below. A valid entry that we record after the closing date is void: it is not entered into any draw, and we securely shred it. A void entry is turned away because of when it was recorded, because no ticket was left, or because the entry limit was reached, which is separate from an entry rejected as invalid.
We confirm each entered postal entry by email when we record it. We don't email about void entries at the time. Instead, after the competition is drawn, we send one email to each entrant saying how many of their entries were not entered and why, where the email address on the entries is legible.
Postal entries do not reserve tickets while in transit. We are not responsible for postal delays. Processed postal entries have the same chance of winning as paid entries.
If the competition sells out
A competition sells out only when every ticket is allocated through paid or free online entries, or processed postal entries, not while tickets are held for payments still being processed. A valid postal entry that we record after a competition has sold out is void: it is not allocated a ticket and is not entered into this draw or any other draw, and there is no consolation or secondary draw for void entries. We tell the entrant in the summary email sent after the draw, and securely shred the entry. To give your entry the best chance of being allocated a ticket, post it early.
Accepted physical correspondence is stored by the competition code to which the ticket was allocated and securely shredded 60 days after the final accepted winner is found, unless a legal hold requires longer retention. Rejected and void correspondence is counted by reason and securely shredded promptly. We keep no personal details from a rejected entry. From a void entry, we keep only the email address, to send the summary email after the draw, and then delete it.
Send one individual postcard or letter, carrying its own valid First Class or Second Class postage, to Crown & Eagle Competitions, 6 East Grove Road, Newport, NP19 9QG. The whole entry must be handwritten and must clearly state your full name, postcode, date of birth, contact email, the exact three-character competition code shown on the competition tile, and this statement: “I agree to the Crown & Eagle Terms of Service and Privacy Policy.”
You can have up to 10 postal entries entered in each competition, and each entry must be sent separately under its own stamp. We count entries by the email address on them. Any further entries from the same email address for the same competition are void.
Handwriting is required by default to prevent automated entry abuse. If a recognised disability or physical condition makes handwriting impossible, email [email protected] before posting. We record the adjustment against the email address only, without requesting diagnosis or medical details. Once recorded, typed or printed physical entries from that email address are permitted until you ask us to remove the adjustment or the related account is deleted. All other rules still apply.
Valid entries
An entry is valid only if it meets every requirement above. Bulk entries, multiple entries in one envelope, incomplete or illegible entries, entries without the statement, and entries from anyone under 18 or anyone not resident in Great Britain (England, Scotland, and Wales) will be rejected. If an account already exists for the supplied email address, the entrant's full name and date of birth must match that account. A mismatch will be rejected. An entry linked to an account that is restricted, or in a time-out or self-exclusion period, will also be rejected. If no account exists for the supplied email address, an internal guest record will be created. An invalid entry is rejected whenever it arrives.
Tickets kept for postal entries
For every competition, 25% of the total number of tickets, rounded down to a whole ticket, is kept for free postal entries. We call this the postal reserve. For example, a competition with 250 tickets keeps 62 tickets for postal entries, and a competition with 3 tickets or fewer has no postal reserve. Online sales are limited to the other tickets. When they have all been allocated, or are held for payments still being processed, the competition page shows that online tickets have sold out, and the competition stays open for postal entries until its closing date.
Valid postal entries are allocated tickets from the postal reserve. Once the reserve is used up, they can also be allocated any tickets still available online.
72 hours before the advertised closing date and time, any reserve tickets not allocated to postal entries are released and go on sale online. After that, online and postal entries use the same remaining tickets, so the competition can sell out before its closing date.
Closing date for postal entries
We judge a postal entry by the date and time we record it, not by its postmark or the date it was posted. We record post on the evening it arrives. If we can't, we record it at our next session, and entries are recorded in the order we open them. An entry must be recorded by the advertised closing date and time of the competition it names. Competitions close at 7:30 PM on their closing date, unless the competition page says otherwise.
A valid entry that we record by the closing date is allocated one random remaining ticket in that competition. If the only remaining tickets are held for payments still being processed, the entry waits in order of the date and time we recorded it. When a held ticket is released, it is allocated to the first waiting entry. If every held ticket is paid for, the competition has sold out and the waiting entries are void, as described below. A valid entry that we record after the closing date is void: it is not entered into any draw, and we securely shred it. A void entry is turned away because of when it was recorded, because no ticket was left, or because the entry limit was reached, which is separate from an entry rejected as invalid.
We confirm each entered postal entry by email when we record it. We don't email about void entries at the time. Instead, after the competition is drawn, we send one email to each entrant saying how many of their entries were not entered and why, where the email address on the entries is legible.
Postal entries do not reserve tickets while in transit. We are not responsible for postal delays. Processed postal entries have the same chance of winning as paid entries.
If the competition sells out
A competition sells out only when every ticket is allocated through paid or free online entries, or processed postal entries, not while tickets are held for payments still being processed. A valid postal entry that we record after a competition has sold out is void: it is not allocated a ticket and is not entered into this draw or any other draw, and there is no consolation or secondary draw for void entries. We tell the entrant in the summary email sent after the draw, and securely shred the entry. To give your entry the best chance of being allocated a ticket, post it early.
Accepted physical correspondence is stored by the competition code to which the ticket was allocated and securely shredded 60 days after the final accepted winner is found, unless a legal hold requires longer retention. Rejected and void correspondence is counted by reason and securely shredded promptly. We keep no personal details from a rejected entry. From a void entry, we keep only the email address, to send the summary email after the draw, and then delete it.
9. Ticket Allocation, Availability And Closing Dates
Each competition usually runs for 20 days from its opening date and closes at 7:30 PM (UK time) on its closing date, unless the competition page says otherwise. The competition page shows the exact closing date and time.
A competition closes at its advertised closing date and time, or earlier if all tickets are allocated through paid or free online entries and processed postal entries, whichever comes first. A competition sells out only when every ticket is allocated in this way, not while tickets are held for payments still being processed. A valid postal entry recorded while the only remaining tickets are held waits for a released ticket, and a valid postal entry recorded after the competition has sold out is void, as described in the free postal entry section. This is a condition of entry.
25% of the tickets in every competition, rounded down, are kept for free postal entries until 72 hours before the closing date and time, so online sales may stop before every ticket is allocated. The free postal entry section explains how this postal reserve works.
Closing dates do not change. We do not extend a competition for any reason, including low ticket sales.
The prize is awarded whatever the number of tickets sold. If a competition reaches its closing date, the draw takes place on that date. If a competition sells out early, the draw takes place within 7 days of selling out. If events outside our control, such as a website outage, stop us from drawing a winner on time, we may delay the draw. We will hold it as soon as we reasonably can and show the new draw date on the competition page.
Tickets are allocated subject to availability and successful completion of the required entry steps. Postal items still in transit do not reserve tickets. Competition pages show the prize details, ticket price, total number of tickets, entry limits, opening date, closing date and free-entry instructions. Advertised prizes will not be reduced because ticket sales are lower than expected.
A competition closes at its advertised closing date and time, or earlier if all tickets are allocated through paid or free online entries and processed postal entries, whichever comes first. A competition sells out only when every ticket is allocated in this way, not while tickets are held for payments still being processed. A valid postal entry recorded while the only remaining tickets are held waits for a released ticket, and a valid postal entry recorded after the competition has sold out is void, as described in the free postal entry section. This is a condition of entry.
25% of the tickets in every competition, rounded down, are kept for free postal entries until 72 hours before the closing date and time, so online sales may stop before every ticket is allocated. The free postal entry section explains how this postal reserve works.
Closing dates do not change. We do not extend a competition for any reason, including low ticket sales.
The prize is awarded whatever the number of tickets sold. If a competition reaches its closing date, the draw takes place on that date. If a competition sells out early, the draw takes place within 7 days of selling out. If events outside our control, such as a website outage, stop us from drawing a winner on time, we may delay the draw. We will hold it as soon as we reasonably can and show the new draw date on the competition page.
Tickets are allocated subject to availability and successful completion of the required entry steps. Postal items still in transit do not reserve tickets. Competition pages show the prize details, ticket price, total number of tickets, entry limits, opening date, closing date and free-entry instructions. Advertised prizes will not be reduced because ticket sales are lower than expected.
10. Draw Method And Audit Record
Every ticket is a separate, individually recorded entry with its own equal chance of winning; no entry is weighted, ranked or given priority over any other.
Winners are selected using PHP's
Paid entries, free online entries and approved free postal entries have an equal, ticket-for-ticket chance of winning.
The public draw audit may show the draw ID, timestamp, random position, total valid entries, randomisation method, winning reference where appropriate and eligible entries hash.
If a winner is ineligible or fails verification, we run the draw again in the same way, without that entry. We record every redraw and its reason in the draw audit.
Winners are selected using PHP's
random_int function, a cryptographically secure random number generator (CSPRNG). At the point of the draw, every eligible entry for that competition is placed into a fixed, ordered list, and random_int generates a single random position within that list; the entry at that position wins. Prizes are awarded strictly in accordance with the laws of chance, entirely automatically with no manual choice, weighting or ranking at any stage.Paid entries, free online entries and approved free postal entries have an equal, ticket-for-ticket chance of winning.
The public draw audit may show the draw ID, timestamp, random position, total valid entries, randomisation method, winning reference where appropriate and eligible entries hash.
If a winner is ineligible or fails verification, we run the draw again in the same way, without that entry. We record every redraw and its reason in the draw audit.
11. Winner Verification And Prize Fulfilment
When we approve a draw, we email the winner a link to claim their prize. The winner must claim within 21 days of that first email. If the prize hasn't been claimed, we may send the link again, up to 3 times, but this doesn't extend the 21 days. If the prize isn't claimed within 21 days, we may draw another winner.
Before we release a prize, we may ask the winner to prove their identity, age, address and eligibility, and that they own the account and the card used to enter.
We may hold a prize while we check these details or investigate suspected fraud or a breach of these terms. We may refuse the prize and draw another winner if the winner is ineligible, can't be verified or gives false information, or if our investigation confirms fraud or a breach of these terms.
Cash prizes are paid only to UK bank accounts. We aim to send prizes within 7 days of a successful claim. Some prizes, such as items that need to be ordered or delivered, may take longer. If so, we'll tell the winner when to expect it.
Before we release a prize, we may ask the winner to prove their identity, age, address and eligibility, and that they own the account and the card used to enter.
We may hold a prize while we check these details or investigate suspected fraud or a breach of these terms. We may refuse the prize and draw another winner if the winner is ineligible, can't be verified or gives false information, or if our investigation confirms fraud or a breach of these terms.
Cash prizes are paid only to UK bank accounts. We aim to send prizes within 7 days of a successful claim. Some prizes, such as items that need to be ordered or delivered, may take longer. If so, we'll tell the winner when to expect it.
12. Prize Substitution
If a prize becomes unavailable for reasons outside our control, we'll tell the winner. The winner can choose to wait until the original prize is available, or take a similar prize of equal or greater value instead. If the original prize can't be supplied at all, we'll give the winner a similar prize of equal or greater value.
We only offer a cash alternative if the competition page says so, or if we agree to it.
We only offer a cash alternative if the competition page says so, or if we agree to it.
13. Winner Publicity
We publish limited winner information to show that each prize was won fairly. For each winner, we publish their initials, the town or city nearest to them, the prize, and the draw details, including the winning ticket number. We only publish a message from the winner if they agree to it on the claim form, and they can choose to show it anonymously. We never publish a winner's full name, address or contact details.
You can hide your wins from public winner lists in your profile settings, or by emailing [email protected]. Even if you do, we may still need to give winner information to the Advertising Standards Authority, a regulator, court, law enforcement body or other competent authority.
You can hide your wins from public winner lists in your profile settings, or by emailing [email protected]. Even if you do, we may still need to give winner information to the Advertising Standards Authority, a regulator, court, law enforcement body or other competent authority.
14. Refunds And Sovereigns
Refunds are handled under the Refund Policy. Paid entries are non-refundable except as set out in the Refund Policy. Approved refunds of card payments are made to the card used for the purchase, never as cash or by bank transfer.
Sovereigns are loyalty rewards, not cash. They cannot be withdrawn, sold or transferred and are non-refundable once used.
If a purchase is refunded, cancelled, disputed or reversed, related Sovereigns may be removed. This can create a negative balance where rewards have already been used. You never have to pay off a negative balance. Sovereigns you earn later reduce it first.
Sovereigns are loyalty rewards, not cash. They cannot be withdrawn, sold or transferred and are non-refundable once used.
If a purchase is refunded, cancelled, disputed or reversed, related Sovereigns may be removed. This can create a negative balance where rewards have already been used. You never have to pay off a negative balance. Sovereigns you earn later reduce it first.
15. Player Protection
Crown & Eagle Competitions is for adults aged 18 or over, as entertainment only. You should only spend what you can afford. If you're worried about your spending, see Responsible Play for free, confidential support.
The website applies Player Protection controls including age restrictions, spending limits, time-outs, self-suspension options and a GBP 250 monthly cap on card payments.
We check these limits every time you pay, and they can't be changed or avoided from your browser. Spending limits apply to your order total before any Sovereigns are used. The monthly cap counts card payments only.
You can choose a daily or a monthly spending limit. A monthly limit controls your total spend across the calendar month. New accounts start with a daily limit of GBP 20.
A lower limit applies straight away. Any change that raises the amount you can spend in a day or in a month takes effect only after 24 hours, and your current limit applies until then. This includes switching between a daily and a monthly limit where the new setting allows more in either period, and removing your limit. If you set a lower limit while an increase is waiting, the lower limit applies straight away and the waiting increase is cancelled.
No setting allows more than GBP 250 in a calendar month. With no limit set, the monthly card payment cap of GBP 250 still applies.
The website applies Player Protection controls including age restrictions, spending limits, time-outs, self-suspension options and a GBP 250 monthly cap on card payments.
We check these limits every time you pay, and they can't be changed or avoided from your browser. Spending limits apply to your order total before any Sovereigns are used. The monthly cap counts card payments only.
You can choose a daily or a monthly spending limit. A monthly limit controls your total spend across the calendar month. New accounts start with a daily limit of GBP 20.
A lower limit applies straight away. Any change that raises the amount you can spend in a day or in a month takes effect only after 24 hours, and your current limit applies until then. This includes switching between a daily and a monthly limit where the new setting allows more in either period, and removing your limit. If you set a lower limit while an increase is waiting, the lower limit applies straight away and the waiting increase is cancelled.
No setting allows more than GBP 250 in a calendar month. With no limit set, the monthly card payment cap of GBP 250 still applies.
16. Failed Payments, Chargebacks And Misuse
Entries linked to failed, cancelled, reversed, refunded, disputed, charged-back or unauthorised payments are invalid and may be cancelled or withheld from the draw, including where the bank reports a late failure after an earlier confirmation. Related ticket numbers and rewards may be withdrawn so that no customer keeps a free ticket or duplicate value after the money is returned or reversed.
A refund failure or cancelled chargeback does not automatically restore the entry. It remains withdrawn pending manual reconciliation. We may suspend or restrict accounts, cancel entries, reverse rewards and hold prizes while we investigate suspected fraud, misuse, automated activity, duplicate accounts, payment abuse, chargeback abuse, attempts to get around Player Protection controls, or a breach of these terms. If our investigation confirms any of these, we may close the account, cancel the entries and not award the prize. If it does not, we lift any restriction and release the prize.
If 3 chargebacks are raised on your account within any 12-month period, we may suspend or close your account. A chargeback doesn't count towards this if your card was used without your permission and you report it to us.
A refund failure or cancelled chargeback does not automatically restore the entry. It remains withdrawn pending manual reconciliation. We may suspend or restrict accounts, cancel entries, reverse rewards and hold prizes while we investigate suspected fraud, misuse, automated activity, duplicate accounts, payment abuse, chargeback abuse, attempts to get around Player Protection controls, or a breach of these terms. If our investigation confirms any of these, we may close the account, cancel the entries and not award the prize. If it does not, we lift any restriction and release the prize.
If 3 chargebacks are raised on your account within any 12-month period, we may suspend or close your account. A chargeback doesn't count towards this if your card was used without your permission and you report it to us.
17. Complaints
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:
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.
18. Changes To These Terms
We may update these terms to reflect changes in the website, legal requirements, payment processing, Player Protection controls, competition operation, fraud prevention or business administration.
If we make a significant change, we'll show a notice on the website at least 7 days before it takes effect, and you can read the new version during that time. Until the change takes effect, the current terms apply. The date at the top of each page shows when it was last updated.
The version published on the website at the time you enter a competition applies to that entry, unless a change is required by law or necessary for security, fairness or fraud prevention.
If we make a significant change, we'll show a notice on the website at least 7 days before it takes effect, and you can read the new version during that time. Until the change takes effect, the current terms apply. The date at the top of each page shows when it was last updated.
The version published on the website at the time you enter a competition applies to that entry, unless a change is required by law or necessary for security, fairness or fraud prevention.
19. Governing Law
These terms are governed by the laws of England and Wales. You can bring legal proceedings in the courts of England and Wales or, if you live in Scotland, in the Scottish courts.
Privacy Policy
1. Controller Details
CROWN AND EAGLE COMPETITIONS LTD, trading as Crown & Eagle Competitions, is responsible for the personal data processed through the Crown & Eagle Competitions website (the “controller” under data protection law). The registered address is 6 East Grove Road, Newport, NP19 9QG. Company number: 17307252. ICO registration number: ZC195820.
Privacy contact: [email protected].
Telephone: 07550 015021.
Privacy contact: [email protected].
Telephone: 07550 015021.
2. Information We Collect
We may collect:
For a free postal entry, we record your name, email address, date of birth, postcode and the competition code. We do not record a phone number or your full home address from a postal entry.
- Your account: your name, contact details, date of birth, address, age and identity checks, and login and security records.
- Entries and payments: your competition entries, payment and refund records, Sovereigns activity, and older records of past quiz attempts and of Account Credit held before October 2026.
- Free postal entries: the details listed below, and any accessibility adjustment linked to your email address.
- Winners: claim details, delivery address, bank details for cash prizes, the town or city nearest to you, and your message if you choose to send one.
- Support: complaints and support messages.
- Technical: device information and website usage data.
For a free postal entry, we record your name, email address, date of birth, postcode and the competition code. We do not record a phone number or your full home address from a postal entry.
3. Purposes And Lawful Bases
- Contract: creating and managing an account; checking eligibility; operating competitions; processing entries, payments, refunds and Sovereigns; contacting entrants about their entries; verifying winners; and delivering prizes.
- Legal obligation: tax and accounting records; responding to regulators and lawful requests; handling data-rights requests; and meeting duties relating to fraud, financial records and personal-data breaches.
- Legitimate interests: securing the website and accounts; preventing and investigating fraud, duplicate accounts, payment abuse and rule breaches; enforcing Player Protection controls; resolving complaints and legal claims; maintaining draw and operational audit records; publishing winners’ initials, nearest town or city and prize, to show that prizes are awarded fairly; telling postal entrants which of their entries were not entered; and improving service reliability. Our interests are safe, fair and accountable operation. We balance these interests against the effect on customers and provide a right to object.
- Consent: each optional category of marketing email, each non-essential cookie category, and publishing a winner’s message. Consent can be withdrawn at any time without affecting earlier lawful processing.
We do not rely on consent for processing that is necessary to provide an account or competition entry. If we need to use personal data for a materially different purpose, we will explain that purpose and the applicable lawful basis before doing so.
3A. Sources And Information You Must Provide
Most personal data comes directly from you. We may also receive payment, authorisation status and fraud signals from our payment processor, your bank or another payment provider displayed at checkout, delivery information from postal or prize providers, referral information from another customer, security or verification results from providers used for those purposes, and results of checks on bank details given for cash prizes.
Name, email address, date of birth and a password are contractually required to create an account. Entry, payment and eligibility information is required when you enter a competition; delivery or bank information is required only where needed to provide a prize. If required information is not provided, we may be unable to create the account, accept an entry, process a payment, verify eligibility, or deliver or pay a prize. Marketing choices and non-essential cookies are optional and do not affect access to the core service.
Name, email address, date of birth and a password are contractually required to create an account. Entry, payment and eligibility information is required when you enter a competition; delivery or bank information is required only where needed to provide a prize. If required information is not provided, we may be unable to create the account, accept an entry, process a payment, verify eligibility, or deliver or pay a prize. Marketing choices and non-essential cookies are optional and do not affect access to the core service.
4. Payment Handling
Card payments are handled by a third-party, PCI-DSS compliant payment processor, whether by redirecting you to its own secure payment page or via payment fields it hosts directly within our checkout. Our payment processor is currently Nochex Limited. Nochex receives the payment details you enter, together with your email address, the amount and an order reference from us, and uses them to process the payment and to prevent fraud. It may share payment information with card issuers, card schemes such as Visa and Mastercard, and fraud prevention agencies where needed for those purposes or where the law requires it.
We receive and retain payment identifiers, amounts, currency, status changes, failure, refund and chargeback information needed to confirm or withdraw entries and reconcile payments. If a card or another payment option is displayed, its named provider may process equivalent payment and security information; we do not store full payment card numbers.
Our payment processor may ask for your billing address to verify your card. The processor collects it directly; we do not receive or store it. Your card issuer may also ask you to confirm the payment on its own page (3D Secure). That check is between you and your card issuer; we only receive the result.
We receive and retain payment identifiers, amounts, currency, status changes, failure, refund and chargeback information needed to confirm or withdraw entries and reconcile payments. If a card or another payment option is displayed, its named provider may process equivalent payment and security information; we do not store full payment card numbers.
Our payment processor may ask for your billing address to verify your card. The processor collects it directly; we do not receive or store it. Your card issuer may also ask you to confirm the payment on its own page (3D Secure). That check is between you and your card issuer; we only receive the result.
5. Bank Details
Where a cash prize is paid to a winner, the winner's bank details are used only for that payment and for verification, fraud prevention, accounting and compliance purposes. We do not collect bank details for refunds: card payments are refunded to the card.
Only authorised staff can see bank details. We permanently mask them 90 days after the prize is paid, unless we need to keep them for an active dispute, fraud review, tax check or legal reason. In that case, we mask them as soon as that need ends.
Only authorised staff can see bank details. We permanently mask them 90 days after the prize is paid, unless we need to keep them for an active dispute, fraud review, tax check or legal reason. In that case, we mask them as soon as that need ends.
6. Draw, Audit And Player Protection Records
We keep draw records (including eligible entry hashes, and any redraws with their reasons), payment and refund records, postal entry and reserve records, historical quiz statistics, records of blocked Player Protection limit attempts and suspended account access attempts, and operational audit logs.
These records help us show that competitions are fair and secure, handle disputes and meet our legal duties. We keep them for the periods set out in the Retention section.
These records help us show that competitions are fair and secure, handle disputes and meet our legal duties. We keep them for the periods set out in the Retention section.
7. Winner Publicity
We publish limited winner information to show that each prize was won fairly. For each winner, we publish their initials, the town or city nearest to them, the prize, and the draw details, including the winning ticket number. We only publish a message from the winner if they agree to it on the claim form, and they can choose to show it anonymously. We never publish a winner's full name, address or contact details.
You can hide your wins from public winner lists in your profile settings, or by emailing [email protected]. Even if you do, we may still need to give winner information to the Advertising Standards Authority, a regulator, court, law enforcement body or other competent authority.
You can hide your wins from public winner lists in your profile settings, or by emailing [email protected]. Even if you do, we may still need to give winner information to the Advertising Standards Authority, a regulator, court, law enforcement body or other competent authority.
8. Marketing Preferences
Service messages about your account, entries, payments, complaints, Player Protection settings or competition administration are not marketing.
Optional marketing emails are sent only for the categories you actively select: general competition alerts, the Friday closing-soon email, the fortnightly competition digest, and general Crown & Eagle updates. Registration is not automatic marketing consent.
You can unsubscribe using the link in an email or change individual choices in your profile. We keep consent and unsubscribe records so we can demonstrate and respect your choices.
If you watch a competition, we send you reminders about it. These aren't marketing, because you asked for them. To stop them, remove the competition from your watchlist.
Optional marketing emails are sent only for the categories you actively select: general competition alerts, the Friday closing-soon email, the fortnightly competition digest, and general Crown & Eagle updates. Registration is not automatic marketing consent.
You can unsubscribe using the link in an email or change individual choices in your profile. We keep consent and unsubscribe records so we can demonstrate and respect your choices.
If you watch a competition, we send you reminders about it. These aren't marketing, because you asked for them. To stop them, remove the competition from your watchlist.
9. Service Providers And Processors
Service providers may include our payment processor (currently Nochex Limited) and any other payment provider displayed at checkout for payment processing, reconciliation and fraud prevention, Postmark for automated or transactional email delivery and any marketing emails where enabled, DigitalOcean for website or server hosting, database hosting providers, domain/DNS/security providers, Cloudflare for bot protection on our forms, Bunny Fonts, which serves the website’s fonts, postal services, prize delivery providers, fraud/age-verification providers where used, a bank account checking provider (which receives the sort code and account number you enter for a cash prize, to confirm they match a UK bank account), and professional advisers such as accountants, solicitors and insurers.
We don't use any analytics, advertising pixels, heatmap tools or affiliate trackers. If we add any, we'll name them here and ask for your consent first where the law requires it.
These providers may process personal data only for authorised purposes and subject to appropriate safeguards.
We don't use any analytics, advertising pixels, heatmap tools or affiliate trackers. If we add any, we'll name them here and ask for your consent first where the law requires it.
These providers may process personal data only for authorised purposes and subject to appropriate safeguards.
10. International Transfers
Some of our providers, such as Postmark and Cloudflare, are based outside the UK and may process your data there. We only use a provider outside the UK where UK law allows it, for example where the UK has approved the country's data protection, or where the provider has signed approved contract terms such as the UK International Data Transfer Agreement or UK Addendum. You can ask us which safeguard applies and for a copy, with any confidential parts removed.
11. Retention
Customer account records: account life plus up to 6 years after closure where transaction, prize, complaint or protection records exist.
Internal guest profiles created for postal entry administration: anonymised or closed 60 days after the final associated competition draw, unless another active entry or legal requirement prevents this. A guest profile with no competition entry is closed at our next daily clean-up.
Accepted physical postal correspondence: stored by competition code and securely shredded 60 days after the final accepted winner is found. A legal hold may extend this period.
Rejected and void postal correspondence: counted by reason and securely shredded promptly; personal details from the rejected item are not retained in the rejection log. If an otherwise valid entry is void, we keep only the email address on it until the competition is drawn, use it once to send one summary email, and then delete it. If the competition is not drawn, we delete it within 60 days.
An active accessibility-adjustment flag remains linked to the supplied email until you ask us to remove it or the related account is deleted.
Entries, past quiz records and draw audit records: 6 years after the relevant draw or competition closure.
Payment, refund, Account Credit, Sovereigns and accounting records: 6 years after the relevant financial year end.
Complaints and support records: 6 years after final resolution.
Winner claim and prize fulfilment records: 6 years after fulfilment.
Bank details for prize payments: permanently masked 90 days after the prize is paid, unless needed for an active dispute, fraud review, tax check or legal hold.
Security and audit logs: deleted 24 months after they are created.
Marketing consent and unsubscribe records: duration of consent plus up to 6 years after opt-out or account closure.
Records may be retained longer where required for tax, legal claims, fraud prevention, chargebacks, regulator queries, prize disputes or security investigations.
Internal guest profiles created for postal entry administration: anonymised or closed 60 days after the final associated competition draw, unless another active entry or legal requirement prevents this. A guest profile with no competition entry is closed at our next daily clean-up.
Accepted physical postal correspondence: stored by competition code and securely shredded 60 days after the final accepted winner is found. A legal hold may extend this period.
Rejected and void postal correspondence: counted by reason and securely shredded promptly; personal details from the rejected item are not retained in the rejection log. If an otherwise valid entry is void, we keep only the email address on it until the competition is drawn, use it once to send one summary email, and then delete it. If the competition is not drawn, we delete it within 60 days.
An active accessibility-adjustment flag remains linked to the supplied email until you ask us to remove it or the related account is deleted.
Entries, past quiz records and draw audit records: 6 years after the relevant draw or competition closure.
Payment, refund, Account Credit, Sovereigns and accounting records: 6 years after the relevant financial year end.
Complaints and support records: 6 years after final resolution.
Winner claim and prize fulfilment records: 6 years after fulfilment.
Bank details for prize payments: permanently masked 90 days after the prize is paid, unless needed for an active dispute, fraud review, tax check or legal hold.
Security and audit logs: deleted 24 months after they are created.
Marketing consent and unsubscribe records: duration of consent plus up to 6 years after opt-out or account closure.
Records may be retained longer where required for tax, legal claims, fraud prevention, chargebacks, regulator queries, prize disputes or security investigations.
12. Your Rights
Depending on the circumstances, you may ask us for access to your personal data, correction, erasure, restriction, portability or to object to processing based on legitimate interests or direct marketing. You may withdraw consent at any time. You also have rights relating to decisions based solely on automated processing that produce legal or similarly significant effects.
We do not currently make decisions about customers solely by automated means that produce legal or similarly significant effects. Automated security or Player Protection flags are reviewed by an authorised person before significant account action is taken.
If you have an account, you can download a copy of your data from your profile. To make any privacy request, contact [email protected]. We may need proportionate identity evidence. We respond without undue delay and normally within one month; if a permitted extension is needed, we will explain why within the first month. Requests are normally free, subject to the limited exceptions permitted by law.
We do not currently make decisions about customers solely by automated means that produce legal or similarly significant effects. Automated security or Player Protection flags are reviewed by an authorised person before significant account action is taken.
If you have an account, you can download a copy of your data from your profile. To make any privacy request, contact [email protected]. We may need proportionate identity evidence. We respond without undue delay and normally within one month; if a permitted extension is needed, we will explain why within the first month. Requests are normally free, subject to the limited exceptions permitted by law.
13. Personal Data Breaches
If we identify a personal data breach, we will assess the risk, take containment steps and keep an internal breach record.
Where UK GDPR requires notification, we will notify the ICO without undue delay and, where feasible, within 72 hours of becoming aware of the breach. If a breach is likely to result in a high risk to affected individuals, we will also notify affected individuals without undue delay.
Where UK GDPR requires notification, we will notify the ICO without undue delay and, where feasible, within 72 hours of becoming aware of the breach. If a breach is likely to result in a high risk to affected individuals, we will also notify affected individuals without undue delay.
14. ICO Complaints
You can complain to the Information Commissioner's Office if you are unhappy with how we handle your personal data. You can also contact us first at [email protected] so we can try to resolve your concern.
Cookie Policy
1. What Cookies Are
Cookies are small files placed on your device when you visit a website. They help the website remember your session, keep you logged in, protect forms, process payments and operate a basket.
2. Essential Cookies
Essential cookies and local-storage records are needed for login, account security, basket operation, checkout, form protection and payment processing. The website may not work correctly without them.
These include the cookie that keeps you signed in, security tokens that protect our forms, your basket and checkout, your cookie choices, your display theme, and a record that you closed a site notice.
These include the cookie that keeps you signed in, security tokens that protect our forms, your basket and checkout, your cookie choices, your display theme, and a record that you closed a site notice.
3. Payment Provider Technologies
Where card payments are used, our payment processor may set essential cookies or use similar technologies — either on its own hosted payment page or within payment fields it hosts on our site — for payment authorisation, payment security and fraud prevention. It controls those technologies under its own policies.
4. Analytics And Marketing Cookies
We don't use any analytics, advertising, heatmap or affiliate cookies or trackers. If we add any, we'll name them in this policy first, with their provider, purpose and duration, and they won't run until you agree to them.
5. Changing Preferences
You can control cookies through your browser settings, or with the Cookie preferences button at the bottom of every page. Blocking essential cookies may prevent account, basket or checkout features from working properly.
Responsible Play
1. 18+ Only
The website is for adults aged 18 or over, and competitions are open only to people resident in Great Britain (England, Scotland, and Wales). We may ask for proof of age, identity and address, and we suspend an account while we check suspected underage use. If we confirm it, we close the account.
2. Entertainment Only
Competitions should be treated as entertainment, not as a way to solve financial or personal problems. Enter only if the cost is affordable for you.
3. Spending Limits And Monthly Cap
You can choose a daily or a monthly spending limit. A monthly limit controls your total spend across the calendar month. New accounts start with a daily limit of GBP 20.
A lower limit applies straight away. Any change that raises the amount you can spend in a day or in a month takes effect only after 24 hours, and your current limit applies until then. This includes switching between a daily and a monthly limit where the new setting allows more in either period, and removing your limit. If you set a lower limit while an increase is waiting, the lower limit applies straight away and the waiting increase is cancelled.
No setting allows more than GBP 250 in a calendar month. With no limit set, the monthly card payment cap of GBP 250 still applies.
Card payments are capped at GBP 250 for each person in each calendar month, counted from midnight at the start of the 1st (UK time). Completed card payments and card payments still being processed count towards the cap. Failed payments do not. Only money paid by card counts: Sovereigns do not count. A refund does not reduce the month's total. If a payment would take you over the cap, checkout tells you how much you can still pay by card that month. The most tickets you can select in one order is set by what is left of the cap, using the order value after ticket discounts and before any Sovereigns.
A lower limit applies straight away. Any change that raises the amount you can spend in a day or in a month takes effect only after 24 hours, and your current limit applies until then. This includes switching between a daily and a monthly limit where the new setting allows more in either period, and removing your limit. If you set a lower limit while an increase is waiting, the lower limit applies straight away and the waiting increase is cancelled.
No setting allows more than GBP 250 in a calendar month. With no limit set, the monthly card payment cap of GBP 250 still applies.
Card payments are capped at GBP 250 for each person in each calendar month, counted from midnight at the start of the 1st (UK time). Completed card payments and card payments still being processed count towards the cap. Failed payments do not. Only money paid by card counts: Sovereigns do not count. A refund does not reduce the month's total. If a payment would take you over the cap, checkout tells you how much you can still pay by card that month. The most tickets you can select in one order is set by what is left of the cap, using the order value after ticket discounts and before any Sovereigns.
4. Time-Outs And Self-Suspension
You can apply a 1-day, 7-day, 30-day or custom time-out through Player Protection settings.
During a time-out you can log in and view support and legal pages, but you cannot enter competitions.
You cannot shorten or remove an active time-out yourself. You may also request a longer self-exclusion or account restriction period, including a period of at least 6 months, by contacting [email protected].
During a time-out you can log in and view support and legal pages, but you cannot enter competitions.
You cannot shorten or remove an active time-out yourself. You may also request a longer self-exclusion or account restriction period, including a period of at least 6 months, by contacting [email protected].
5. Warning Signs
Consider taking a break or asking for support if you are spending more than intended, hiding your spending, using competitions when upset, trying to recover previous spending, borrowing to enter, ignoring other commitments or feeling unable to stop.
6. Support Resources
If you're worried about your spending, or someone else's, free and confidential help is available:
- GamCare runs the National Gambling Helpline on 0808 8020 133, open 24 hours a day.
- Samaritans: call 116 123 at any time.
- National Debtline and Citizens Advice for help with money and debt.
- Mind for mental health support.
7. Account Restrictions And Closure
You can contact [email protected] to request account restrictions, a longer self-exclusion period, account closure or responsible play support.
Sovereigns Rewards Rules
1. Value
1 Sovereign has a redemption value of 1p. 100 Sovereigns equals GBP 1 when redeemed against eligible purchases.
2. Earning Sovereigns
Sovereigns may be earned on eligible paid purchases, promotional activity or other website activity where stated.
Sovereigns are credited only when the relevant transaction or activity qualifies under the current rules.
Sovereigns are credited only when the relevant transaction or activity qualifies under the current rules.
3. Redeeming Sovereigns
Sovereigns may be redeemed at checkout where the option is available.
The maximum standard redemption is 2,000 Sovereigns, equal to GBP 20, per transaction unless a different limit is shown.
Sovereigns cannot be used to bypass Player Protection limits. Sovereigns do not count towards the GBP 250 monthly card payment cap.
Our payment providers have a minimum payment amount. Where redeeming Sovereigns in full would leave an amount payable that is below this minimum, we may reduce the Sovereigns applied to your order so that the amount charged is either GBP 0.00 or at least the provider minimum.
The maximum standard redemption is 2,000 Sovereigns, equal to GBP 20, per transaction unless a different limit is shown.
Sovereigns cannot be used to bypass Player Protection limits. Sovereigns do not count towards the GBP 250 monthly card payment cap.
Our payment providers have a minimum payment amount. Where redeeming Sovereigns in full would leave an amount payable that is below this minimum, we may reduce the Sovereigns applied to your order so that the amount charged is either GBP 0.00 or at least the provider minimum.
4. Not Cash
Sovereigns are not cash, cannot be sold, transferred or withdrawn, and have no cash value outside eligible website redemption.
Sovereigns are non-refundable once used.
Sovereigns are non-refundable once used.
5. Refunds And Negative Balances
If a qualifying purchase is refunded, cancelled or reversed, any Sovereigns earned from that purchase may be removed.
This may create a negative Sovereigns balance where rewards have already been used. You never have to pay off a negative balance. Sovereigns you earn later reduce it first.
This may create a negative Sovereigns balance where rewards have already been used. You never have to pay off a negative balance. Sovereigns you earn later reduce it first.
6. Expiry And Abuse
Your Sovereigns expire if you don't earn or use any for 6 months.
We may hold Sovereigns, reverse redemptions or restrict an account while we investigate suspected fraud, misuse, duplicate accounts, promotion abuse or a breach of these rules. If our investigation confirms any of these, we may remove the Sovereigns.
We may hold Sovereigns, reverse redemptions or restrict an account while we investigate suspected fraud, misuse, duplicate accounts, promotion abuse or a breach of these rules. If our investigation confirms any of these, we may remove the Sovereigns.
7. Changes
We may change, suspend or withdraw the Sovereigns Rewards scheme for operational, security, legal or commercial reasons. Unless a change is needed urgently for security or legal reasons, we'll give at least 7 days' notice on the website, so you can use your balance first.
Refund Policy
1. General Position
Entries are non-refundable once your tickets are confirmed. This does not affect your statutory rights.
We refund a paid entry where the law requires it or we agree to it, for example where we cancel a competition, take payment more than once or by mistake, or confirm your payment too late to issue tickets. We may refuse other refund requests, and we do not refund entries after the draw has taken place, where a payment has failed or been disputed, or where our investigation confirms misuse.
We refund a paid entry where the law requires it or we agree to it, for example where we cancel a competition, take payment more than once or by mistake, or confirm your payment too late to issue tickets. We may refuse other refund requests, and we do not refund entries after the draw has taken place, where a payment has failed or been disputed, or where our investigation confirms misuse.
2. Refund Method
Approved refunds of card payments go back to the card you paid with, through our payment processor. We do not refund card payments as cash, by bank transfer, or to a different card or account. A card refund cannot exceed the amount paid by card. Most banks show a card refund within a few working days, though some take up to 10 working days.
Where Sovereigns were used for a refunded purchase, we may return them to your account.
If your payment is confirmed too late to issue tickets, we refund the full amount to the card you paid with. We email you when we start the refund and again when it has been sent.
Where Sovereigns were used for a refunded purchase, we may return them to your account.
If your payment is confirmed too late to issue tickets, we refund the full amount to the card you paid with. We email you when we start the refund and again when it has been sent.
3. Sovereigns
Sovereigns are loyalty rewards and are not cash. Sovereigns are non-refundable once used.
If a refunded or cancelled purchase earned Sovereigns, those Sovereigns may be removed and the account balance may become negative. You never have to pay off a negative balance. Sovereigns you earn later reduce it first.
If a refunded or cancelled purchase earned Sovereigns, those Sovereigns may be removed and the account balance may become negative. You never have to pay off a negative balance. Sovereigns you earn later reduce it first.
4. Free Postal Entries
Free postal entries do not involve a purchase price and therefore do not create a refund entitlement.
5. Chargebacks And Misuse
If a payment fails, is cancelled, reversed, refunded, disputed or charged back, including after an earlier confirmation, we cancel the related entry and remove its tickets from eligibility. We may also remove Sovereigns or other rewards already issued for that payment, restrict the account, hold prizes while we investigate and recover costs or losses where legally permitted. A failed refund or cancelled chargeback does not automatically restore the tickets.
If 3 chargebacks are raised on your account within any 12-month period, we may suspend or close your account. A chargeback doesn't count towards this if your card was used without your permission and you report it to us.
If 3 chargebacks are raised on your account within any 12-month period, we may suspend or close your account. A chargeback doesn't count towards this if your card was used without your permission and you report it to us.
6. How To Request A Refund
To ask for a refund, submit a complaint on the Complaints page and choose the Refund category, or contact [email protected]. Include your account email, competition name, entry reference and a clear explanation. Do not include bank-login credentials or full card details.
We review each request and reply through your complaint. If we approve a refund, we withdraw any related tickets from the draw, remove any Sovereigns earned from the purchase and refund the card you paid with. We email you the amount and date when the refund has been sent.
We review each request and reply through your complaint. If we approve a refund, we withdraw any related tickets from the draw, remove any Sovereigns earned from the purchase and refund the card you paid with. We email you the amount and date when the refund has been sent.
Complaints Policy
1. What Complaints Can Cover
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.
2. What To Include
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.
Do not include full card details or unnecessary sensitive information.
3. Complaint Reference
Each submitted complaint receives a unique reference number.
Logged-in customers can view their own complaint history and complaint details through the Complaints page where that feature is available.
Logged-in customers can view their own complaint history and complaint details through the Complaints page where that feature is available.
4. Review Process
Our team reviews every complaint. We may contact you for more information before we respond.
We aim to acknowledge complaints promptly and respond as soon as reasonably possible, usually within 7 days. Complex issues may take longer, especially where we need further information, payment checks, postal-entry checks, technical investigation or a second review.
We aim to acknowledge complaints promptly and respond as soon as reasonably possible, usually within 7 days. Complex issues may take longer, especially where we need further information, payment checks, postal-entry checks, technical investigation or a second review.
5. Escalation
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:
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.
6. Contact
You can submit complaints using the Complaints page or contact [email protected] if you need assistance.
Player Protection And Fair Draw Code
1. Adult-Only Competitions
Competitions are open only to adults aged 18 or over who are resident in Great Britain (England, Scotland, and Wales) and meet the published eligibility requirements.
2. Prize Draw Entry
Competitions are prize draws. Paid online entries and free postal entries have the same chance of winning.
3. Free Postal Entry Route
A free postal entry route is available for every competition until 7:30 PM on its closing date, unless the competition page says otherwise. No purchase is required to enter by post.
Send one individual postcard or letter, carrying its own valid First Class or Second Class postage, to Crown & Eagle Competitions, 6 East Grove Road, Newport, NP19 9QG. The whole entry must be handwritten and must clearly state your full name, postcode, date of birth, contact email, the exact three-character competition code shown on the competition tile, and this statement: “I agree to the Crown & Eagle Terms of Service and Privacy Policy.”
You can have up to 10 postal entries entered in each competition, and each entry must be sent separately under its own stamp. We count entries by the email address on them. Any further entries from the same email address for the same competition are void.
Handwriting is required by default to prevent automated entry abuse. If a recognised disability or physical condition makes handwriting impossible, email [email protected] before posting. We record the adjustment against the email address only, without requesting diagnosis or medical details. Once recorded, typed or printed physical entries from that email address are permitted until you ask us to remove the adjustment or the related account is deleted. All other rules still apply.
Valid entries
An entry is valid only if it meets every requirement above. Bulk entries, multiple entries in one envelope, incomplete or illegible entries, entries without the statement, and entries from anyone under 18 or anyone not resident in Great Britain (England, Scotland, and Wales) will be rejected. If an account already exists for the supplied email address, the entrant's full name and date of birth must match that account. A mismatch will be rejected. An entry linked to an account that is restricted, or in a time-out or self-exclusion period, will also be rejected. If no account exists for the supplied email address, an internal guest record will be created. An invalid entry is rejected whenever it arrives.
Tickets kept for postal entries
For every competition, 25% of the total number of tickets, rounded down to a whole ticket, is kept for free postal entries. We call this the postal reserve. For example, a competition with 250 tickets keeps 62 tickets for postal entries, and a competition with 3 tickets or fewer has no postal reserve. Online sales are limited to the other tickets. When they have all been allocated, or are held for payments still being processed, the competition page shows that online tickets have sold out, and the competition stays open for postal entries until its closing date.
Valid postal entries are allocated tickets from the postal reserve. Once the reserve is used up, they can also be allocated any tickets still available online.
72 hours before the advertised closing date and time, any reserve tickets not allocated to postal entries are released and go on sale online. After that, online and postal entries use the same remaining tickets, so the competition can sell out before its closing date.
Closing date for postal entries
We judge a postal entry by the date and time we record it, not by its postmark or the date it was posted. We record post on the evening it arrives. If we can't, we record it at our next session, and entries are recorded in the order we open them. An entry must be recorded by the advertised closing date and time of the competition it names. Competitions close at 7:30 PM on their closing date, unless the competition page says otherwise.
A valid entry that we record by the closing date is allocated one random remaining ticket in that competition. If the only remaining tickets are held for payments still being processed, the entry waits in order of the date and time we recorded it. When a held ticket is released, it is allocated to the first waiting entry. If every held ticket is paid for, the competition has sold out and the waiting entries are void, as described below. A valid entry that we record after the closing date is void: it is not entered into any draw, and we securely shred it. A void entry is turned away because of when it was recorded, because no ticket was left, or because the entry limit was reached, which is separate from an entry rejected as invalid.
We confirm each entered postal entry by email when we record it. We don't email about void entries at the time. Instead, after the competition is drawn, we send one email to each entrant saying how many of their entries were not entered and why, where the email address on the entries is legible.
Postal entries do not reserve tickets while in transit. We are not responsible for postal delays. Processed postal entries have the same chance of winning as paid entries.
If the competition sells out
A competition sells out only when every ticket is allocated through paid or free online entries, or processed postal entries, not while tickets are held for payments still being processed. A valid postal entry that we record after a competition has sold out is void: it is not allocated a ticket and is not entered into this draw or any other draw, and there is no consolation or secondary draw for void entries. We tell the entrant in the summary email sent after the draw, and securely shred the entry. To give your entry the best chance of being allocated a ticket, post it early.
Accepted physical correspondence is stored by the competition code to which the ticket was allocated and securely shredded 60 days after the final accepted winner is found, unless a legal hold requires longer retention. Rejected and void correspondence is counted by reason and securely shredded promptly. We keep no personal details from a rejected entry. From a void entry, we keep only the email address, to send the summary email after the draw, and then delete it.
Send one individual postcard or letter, carrying its own valid First Class or Second Class postage, to Crown & Eagle Competitions, 6 East Grove Road, Newport, NP19 9QG. The whole entry must be handwritten and must clearly state your full name, postcode, date of birth, contact email, the exact three-character competition code shown on the competition tile, and this statement: “I agree to the Crown & Eagle Terms of Service and Privacy Policy.”
You can have up to 10 postal entries entered in each competition, and each entry must be sent separately under its own stamp. We count entries by the email address on them. Any further entries from the same email address for the same competition are void.
Handwriting is required by default to prevent automated entry abuse. If a recognised disability or physical condition makes handwriting impossible, email [email protected] before posting. We record the adjustment against the email address only, without requesting diagnosis or medical details. Once recorded, typed or printed physical entries from that email address are permitted until you ask us to remove the adjustment or the related account is deleted. All other rules still apply.
Valid entries
An entry is valid only if it meets every requirement above. Bulk entries, multiple entries in one envelope, incomplete or illegible entries, entries without the statement, and entries from anyone under 18 or anyone not resident in Great Britain (England, Scotland, and Wales) will be rejected. If an account already exists for the supplied email address, the entrant's full name and date of birth must match that account. A mismatch will be rejected. An entry linked to an account that is restricted, or in a time-out or self-exclusion period, will also be rejected. If no account exists for the supplied email address, an internal guest record will be created. An invalid entry is rejected whenever it arrives.
Tickets kept for postal entries
For every competition, 25% of the total number of tickets, rounded down to a whole ticket, is kept for free postal entries. We call this the postal reserve. For example, a competition with 250 tickets keeps 62 tickets for postal entries, and a competition with 3 tickets or fewer has no postal reserve. Online sales are limited to the other tickets. When they have all been allocated, or are held for payments still being processed, the competition page shows that online tickets have sold out, and the competition stays open for postal entries until its closing date.
Valid postal entries are allocated tickets from the postal reserve. Once the reserve is used up, they can also be allocated any tickets still available online.
72 hours before the advertised closing date and time, any reserve tickets not allocated to postal entries are released and go on sale online. After that, online and postal entries use the same remaining tickets, so the competition can sell out before its closing date.
Closing date for postal entries
We judge a postal entry by the date and time we record it, not by its postmark or the date it was posted. We record post on the evening it arrives. If we can't, we record it at our next session, and entries are recorded in the order we open them. An entry must be recorded by the advertised closing date and time of the competition it names. Competitions close at 7:30 PM on their closing date, unless the competition page says otherwise.
A valid entry that we record by the closing date is allocated one random remaining ticket in that competition. If the only remaining tickets are held for payments still being processed, the entry waits in order of the date and time we recorded it. When a held ticket is released, it is allocated to the first waiting entry. If every held ticket is paid for, the competition has sold out and the waiting entries are void, as described below. A valid entry that we record after the closing date is void: it is not entered into any draw, and we securely shred it. A void entry is turned away because of when it was recorded, because no ticket was left, or because the entry limit was reached, which is separate from an entry rejected as invalid.
We confirm each entered postal entry by email when we record it. We don't email about void entries at the time. Instead, after the competition is drawn, we send one email to each entrant saying how many of their entries were not entered and why, where the email address on the entries is legible.
Postal entries do not reserve tickets while in transit. We are not responsible for postal delays. Processed postal entries have the same chance of winning as paid entries.
If the competition sells out
A competition sells out only when every ticket is allocated through paid or free online entries, or processed postal entries, not while tickets are held for payments still being processed. A valid postal entry that we record after a competition has sold out is void: it is not allocated a ticket and is not entered into this draw or any other draw, and there is no consolation or secondary draw for void entries. We tell the entrant in the summary email sent after the draw, and securely shred the entry. To give your entry the best chance of being allocated a ticket, post it early.
Accepted physical correspondence is stored by the competition code to which the ticket was allocated and securely shredded 60 days after the final accepted winner is found, unless a legal hold requires longer retention. Rejected and void correspondence is counted by reason and securely shredded promptly. We keep no personal details from a rejected entry. From a void entry, we keep only the email address, to send the summary email after the draw, and then delete it.
4. Payment Controls
Card payments are processed by a third-party, PCI-DSS compliant payment processor, whether by redirect to its own secure payment page or via payment fields it hosts within our checkout.
Payment authorisation alone does not issue tickets. Tickets are created only after a confirmed-payment notification, and they are withdrawn if the payment later fails, is cancelled, reversed, refunded, disputed or charged back.
When you start a card payment, the tickets you chose are held for you while the payment is processed. If you open the secure payment page but do not complete the payment, the hold ends within about an hour: the tickets are released, and the unfinished payment no longer counts towards the monthly card payment cap.
Card payments are capped at GBP 250 for each person in each calendar month, counted from midnight at the start of the 1st (UK time). Completed card payments and card payments still being processed count towards the cap. Failed payments do not. Only money paid by card counts: Sovereigns do not count. A refund does not reduce the month's total. If a payment would take you over the cap, checkout tells you how much you can still pay by card that month. The most tickets you can select in one order is set by what is left of the cap, using the order value after ticket discounts and before any Sovereigns.
Payment authorisation alone does not issue tickets. Tickets are created only after a confirmed-payment notification, and they are withdrawn if the payment later fails, is cancelled, reversed, refunded, disputed or charged back.
When you start a card payment, the tickets you chose are held for you while the payment is processed. If you open the secure payment page but do not complete the payment, the hold ends within about an hour: the tickets are released, and the unfinished payment no longer counts towards the monthly card payment cap.
Card payments are capped at GBP 250 for each person in each calendar month, counted from midnight at the start of the 1st (UK time). Completed card payments and card payments still being processed count towards the cap. Failed payments do not. Only money paid by card counts: Sovereigns do not count. A refund does not reduce the month's total. If a payment would take you over the cap, checkout tells you how much you can still pay by card that month. The most tickets you can select in one order is set by what is left of the cap, using the order value after ticket discounts and before any Sovereigns.
5. Spending Limits
You can choose a daily or a monthly spending limit. A monthly limit controls your total spend across the calendar month. New accounts start with a daily limit of GBP 20.
A lower limit applies straight away. Any change that raises the amount you can spend in a day or in a month takes effect only after 24 hours, and your current limit applies until then. This includes switching between a daily and a monthly limit where the new setting allows more in either period, and removing your limit. If you set a lower limit while an increase is waiting, the lower limit applies straight away and the waiting increase is cancelled.
No setting allows more than GBP 250 in a calendar month. With no limit set, the monthly card payment cap of GBP 250 still applies.
A lower limit applies straight away. Any change that raises the amount you can spend in a day or in a month takes effect only after 24 hours, and your current limit applies until then. This includes switching between a daily and a monthly limit where the new setting allows more in either period, and removing your limit. If you set a lower limit while an increase is waiting, the lower limit applies straight away and the waiting increase is cancelled.
No setting allows more than GBP 250 in a calendar month. With no limit set, the monthly card payment cap of GBP 250 still applies.
6. Time-Outs And Self-Exclusion
Customers can apply a 1-day, 7-day, 30-day or custom time-out. Customers may also request a longer self-exclusion period, including a period of at least 6 months, by contacting [email protected].
During a time-out or self-exclusion, customers may still log in and view account, legal and support pages, but cannot enter competitions.
During a time-out or self-exclusion, customers may still log in and view account, legal and support pages, but cannot enter competitions.
7. Fair Draw Method
Every ticket is a separate, individually recorded entry: a purchase of more than one ticket, and every approved free postal entry, each receive their own entry record with its own equal chance of winning. No entry is weighted, ranked or given priority over any other.
Winners are selected using PHP's
When we approve the winner, we email every other entrant, including postal entrants, to tell them the result. If an email fails, we keep a record so we can send it again.
When we confirm that the prize has been paid or delivered, a permanent record of the competition, the draw details and the winner's initials appears on the public Recent Winners page.
Paid entries, free online entries and approved free postal entries have an equal, ticket-for-ticket chance of winning.
Winners are selected using PHP's
random_int function, a cryptographically secure random number generator (CSPRNG). At the point of the draw, every eligible entry for that competition is placed into a fixed, ordered list, and random_int generates a single random position within that list; the entry at that position wins. Prizes are awarded strictly in accordance with the laws of chance: the selection is entirely automated and no manual choice, weighting or ranking is applied at any stage.When we approve the winner, we email every other entrant, including postal entrants, to tell them the result. If an email fails, we keep a record so we can send it again.
When we confirm that the prize has been paid or delivered, a permanent record of the competition, the draw details and the winner's initials appears on the public Recent Winners page.
Paid entries, free online entries and approved free postal entries have an equal, ticket-for-ticket chance of winning.
8. Public Draw Audit
The public draw audit on the Recent Winners page shows the draw ID, the date, the random position chosen, the total number of valid entries, the winning ticket number, the eligible entries hash and the randomisation method.
9. Operational Monitoring
We keep administrative audit logs and operational records to support security, fraud prevention, dispute resolution, responsible play, system administration and legal compliance.
10. Complaints And Support
Customers can submit complaints using the Complaints page or contact [email protected].
11. DCMS Voluntary Code Of Good Practice
The player protection, transparency and free entry route measures on this page have been developed with regard to the UK Government's Voluntary Code of Good Practice for Prize Draw Operators, published by the Department for Culture, Media and Sport (DCMS). The Code sets out expectations for prize draw and competition operators on player protection, transparency and accountability.
You can read the full Code on the UK Government website: Voluntary Code of Good Practice for Prize Draw Operators.
You can read the full Code on the UK Government website: Voluntary Code of Good Practice for Prize Draw Operators.