Legal
Complaints Policy
We want every player to have a good experience with us. If something has gone wrong, please tell us and we'll do our best to put it right.
1. How to make a complaint
A complaint is anything you tell us you're unhappy with about our service, our games or how we've treated you. If we're not sure whether you're making a complaint, we'll treat it as one.
Email us at [email protected]. To help us look into it quickly, please include:
- your name and the email address on your account;
- what happened, including dates and any order or ticket numbers;
- what you'd like us to do to put things right.
If you have a general question rather than a complaint, email [email protected] instead.
If you find it hard to write to us, someone you trust, such as a family member, friend or carer, can contact us for you. Please let us know you're happy for us to talk to them about your account.
2. What happens next
- We'll confirm we've received your complaint within 2 working days.
- A member of our team will look into it. We may contact you if we need more information.
- We'll send you our response within 14 days of receiving your complaint. If we need longer, we'll tell you why and when you can expect our answer.
3. If you're not happy with our response
Reply to our response and ask for your complaint to be reviewed by a senior manager. They'll look at everything again and send you our final response within 14 days of your request.
4. How we treat complaints
Making a complaint won't affect how we treat you or your account. We keep a record of every complaint so we can learn from it and improve.
We handle your complaint and the personal information in it in line with our privacy policy.