Complaints procedure - Play Fund Win

Complaints procedure

Complaints Procedure

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

hello@playfundwin.com

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

Email: info@gamblingcommission.gov.uk

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