Complaints

We want every player to have a good experience with Wongaland. If something has gone wrong, please tell us and we'll do our best to put it right quickly and fairly.

What you can complain about

You can raise a complaint about anything to do with Wongaland, including:

- a competition, draw or instant win result

- a payment, refund or withdrawal

- your account, including spend limits, account locks or account closure

- a free postal entry

- how a member of our team has dealt with you

How to make a complaint

Email us at admin@wongaland.com with "Complaint" in the subject line. Please include:

- your name and the email address on your Wongaland account

- the competition name and your ticket numbers or order reference, if relevant

- what happened, and when

- what you would like us to do to put it right

Our customer service team is available Monday to Friday, 9am to 5pm, excluding bank holidays.

What happens next

Step 1: Acknowledgement. We'll confirm we've received your complaint within 2 working days.

Step 2: Investigation. A member of our team will look into your complaint, check our records (including draw records and payment records) and may contact you for more information.

Step 3: Our response. We'll send you a full written response within 14 days of receiving your complaint. If we need longer, for example because we're waiting for information from a payment provider, we'll tell you why and when you can expect our answer.

If you're not happy with our response

If you're not satisfied with our response, reply to that email and ask for your complaint to be reviewed by a director of Lucky Games UK Ltd. The director will review your complaint, including how it was handled, and send you a final written response within 14 days.

If your complaint is still not resolved

If you're still unhappy after our final response, you can:

- get free advice from the Citizens Advice consumer service (citizensadvice.org.uk), which can explain your options

- complain to the Advertising Standards Authority (asa.org.uk) if your complaint is about one of our adverts

- take your complaint to court, as set out in our Terms and Conditions

Making a complaint will not affect your entries, your chances of winning or your account.

Our records

We keep a record of every complaint and how it was resolved. We review complaints regularly to help us improve our competitions and our service.

Lucky Games UK Ltd, trading as Wongaland. Company number 15281977. Registered office: 128 City Road, London, EC1V 2NX.