At SWEEPSTARZ COMPETITIONS, we are committed to providing all players with a fair, transparent, and professional experience. If you feel that something has not met your expectations, we encourage you to contact us so we can investigate the matter and work towards a fair resolution.
Submitting a Complaint
If you wish to make a complaint, please email us as soon as possible with as much relevant information as possible so we can investigate the matter efficiently.
Please include the following details:
- Your full name
- Your registered account email address or username
- A clear description of the issue
- Any relevant supporting evidence or information
- Please use “Official Complaint” as the subject line of your email
Complaint Contact Email: [email protected]
How We Handle Complaints
Acknowledgement
We aim to acknowledge receipt of all complaints within 2 working days.
Investigation
Every complaint will be reviewed fairly, thoroughly, and objectively. If we require any additional information to assist with our investigation, we may contact you directly.
Resolution
Our goal is to provide a full response within 14 working days wherever possible. In more complex cases, additional time may be required, but we will keep you informed of any delays or progress updates.
Escalating a Complaint
If you are not satisfied with our final response, you may request that your complaint be escalated for consideration through an Alternative Dispute Resolution (ADR) process, where applicable CLICK HERE.
Complaint Policy & Fair Use
SWEEPSTARZ COMPETITIONS reserves the right to decline or limit complaints that are considered:
- Abusive, offensive, or threatening
- Fraudulent, false, or intentionally misleading
- Repeated complaints where no new information has been provided
- Related to breaches of our Terms & Conditions
Ongoing Improvement
We value all genuine customer feedback and use complaints as an opportunity to review and improve our services, systems, and overall customer experience.
Thank you for giving us the opportunity to address and resolve your concerns fairly.