Refunds & Complaints

1. Overview

This page explains how CryptoPrizeGuy handles refund requests and customer complaints.

We aim to resolve issues quickly and transparently while keeping every draw fair for all entrants.

2. Refund eligibility

Ticket purchases are final unless we cancel or void a draw. If we cancel, all paid entries are refunded to the original payment method automatically. Free postal entries carry no monetary value and are not refunded.

If you believe a material error or outage prevented a fair entry, email [email protected] within 48 hours of the incident. Include the draw ID, order reference (if applicable), and a description of what happened so we can investigate.

3. Submitting a complaint

Send complaints to [email protected] with the subject line "Complaint" and share:

• Your full name and the email used for the account or postal entry
• The draw or feature involved
• A clear description of the issue and any supporting evidence
• Your preferred outcome (e.g., clarification, refund request)

We acknowledge all complaints within two UK business days. Most cases are resolved within ten business days. If we need more time, we will let you know why and provide an updated timeline.

4. Escalation path

If you are unhappy with the initial response, reply to the same thread and request an escalation. A senior team member will review the case and respond within five business days.

If we still cannot resolve the matter, we will provide a final written response summarising the investigation. While CryptoPrizeGuy is a prize competition business (not regulated gambling), you may seek independent advice from Citizens Advice or a solicitor if you need further support.

5. Record keeping

We retain complaint correspondence and refund outcomes for at least three years. This helps us audit fairness, improve our processes, and evidence compliance with the Gambling Act 2005 prize competition guidance.

Personal data is handled under our Privacy Policy (cryptoprizeguy.co.uk/privacy).