At Play Fund Win, we always aim to provide the highest possible standards of service. If you feel at any time that the service you have received is below the expected level, please reach out to us using the details below. We continuously strive to meet and exceed the expectations of our players and hosts, and we welcome feedback on how our services can be improved.
You can contact Play Fund Win directly via the following methods:
Via email
Via post
Play Fund Win
Unit D228, Parkhill Business Centre,
62 Tritton Road
London
SE21 8DE
We aim to respond to all written complaints within five working days of receipt.
Via WebChat
Please visit our website and use the chat function to speak to a member of our team.
In the unlikely event that you feel your complaint has not been resolved to your satisfaction; you can request that it be escalated to a Senior Manager for review. We aim to investigate and respond to escalated complaints within 10 working days.
As a final stage, we offer a process of Alternative Dispute Resolution (ADR) though an independent arbiter. All costs associated with this process are paid for by Play Fund Win.
Our nominated independent ADR is:
Independent Betting Adjudication Service
PO Box 62639
London
EC3P 3AS
Telephone: 020 7347 5883
Email: adjudication@ibas-uk.co.uk
PFW Holdings Ltd (trading as Play Fund Win) is regulated as an External Lottery Manager by the Gambling Commission. Our account number is 057889.
If you feel that we have not dealt with your complaint properly or that we have not followed our own published complaints procedure, you can complain to the Gambling Commission about our failure to operate a proper complaints process.
The Gambling Commission is a regulator and not a complaint handling body and they will not investigate the facts of your complaint, nor will they alter the decision that we have made in our internal complaints process. The Commission reviews whether we have adhered to the terms of our operating licence. It does not investigate consumer complaints, rule on prize disputes, pay compensation or provide legal advice.
The contact details of the Commission are as follows:
Consumer Protection
Gambling Commission
4th Floor
Victoria Square House
Victoria Square
Birmingham
B2 4BP
Telephone: 0121 230 6666
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