Complaints procedure
We want every PrizePals game to be run fairly and transparently. If something has gone wrong, please tell us and we will do our best to put it right.
How to make a complaint
Email us with your name, order number if you have one, the game involved, and a clear description of the issue. We will acknowledge your complaint within 2 working days.
What happens next
- We review your complaint and the order and draw records connected to it.
- We aim to give you a full response within 7 working days. If a complaint needs longer to investigate properly, we will tell you and give you a new timeframe.
- If you are not satisfied with our response, you can ask for the complaint to be reviewed a second time by a different member of the team.
What we need from you
To investigate quickly, please include as much detail as you can: the game name, your ticket numbers if known, dates, and screenshots if relevant.