Contact, Complaints & Support

Contact us about competition entries, ticket numbers, order confirmations, payment issues, account access, site credit, instant-win results, prize claims, free postal entries or any other website issue.

Please include your full name, account email address, order number where available and a clear description of what happened. Do not send full payment-card details by email or social media.

Winners may be asked for reasonable proof of identity, age, address, entry ownership and payment details before a prize is released. Send documents only through the secure method requested by Proper Wins. We will never ask for your account password or full card number.

You can ask us to apply or reduce a spend limit, temporarily suspend your account, permanently close your account, stop marketing or review activity that concerns you. Responsible play requests will be prioritised and actioned as quickly as reasonably possible.

A temporary player-requested suspension will normally last for at least six months. During a suspension or self-exclusion period, you must not attempt to create or use another account. We will take reasonable steps to stop direct promotional marketing during the restriction.

Email support@properwins.co.uk with the subject line Formal Complaint. Explain the issue, the outcome you want and include any relevant order, ticket, competition, payment or communication details.

• We aim to acknowledge a formal complaint within two working days
• We will investigate using available order, ticket, game, payment, email and system records
• We aim to provide a reasoned final response within eight weeks, and sooner wherever possible
• If more time is reasonably required, we will explain why and provide an update

If a complaint cannot be resolved directly, we will explain any appropriate independent review, alternative dispute resolution or other escalation route available for that type of complaint. Proper Wins does not claim membership of an ombudsman or ADR scheme unless this is expressly confirmed in the final response.

Concerns about advertising may be raised with the Advertising Standards Authority. Data-protection complaints may be raised with the Information Commissioner’s Office after you have given us an opportunity to address the issue.

To request access, correction, deletion, restriction, portability, objection or withdrawal of consent, email us using the subject line Data Rights Request. We may ask for proportionate proof of identity before responding.

We aim to answer normal support messages within one to two working days. Complex prize, payment, fraud, technical, complaint or data-rights matters may take longer while records are reviewed. If an account-security issue is urgent, state this clearly in the email subject line.

Official email communications will come from a Proper Wins-controlled address. Social-media messages may be used for general contact, but material prize, account, payment or verification instructions should be confirmed through an official Proper Wins channel.