ENTER PLAYER 1

Complaints Procedure

Updated: 02 Apr 2026

1. Purpose

ENTER PLAYER 1 is committed to operating fair, transparent and legally compliant promotions.

If you are dissatisfied with any aspect of a promotion, website operation, or communication, you may submit a complaint using the procedure below.

2. How to Submit a Complaint

Complaints must be submitted in writing by email to:

contact@enterp1.com

Please include the following information:

Your full name
The email address used for entry
The relevant Draw Number
Your Participant ID or Entry ID (if known)
A clear description of the issue

Complaints submitted via social media or postal mail may not be monitored consistently and will only be treated as formal complaints once acknowledged by email.

3. Acknowledgement

ENTER PLAYER 1 will aim to:

Acknowledge receipt of a complaint within 48 hours (excluding weekends and public holidays)
Provide a substantive response within 14 days

If additional time is required due to complexity, you will be informed.

4. Investigation Process

Complaints will be reviewed fairly and based on available records.

This may involve:

Reviewing entry records
Reviewing payment confirmations
Reviewing postal entry logs
Reviewing RNG selection records
Reviewing communication history

Where appropriate, additional information may be requested from the complainant.

All investigations are conducted using the internal ledger and retained records.

5. Resolution

Possible outcomes may include:

Clarification of rules or process
Correction of administrative error (if identified)
Refund of entry fee (where appropriate)
Rejection of complaint where no breach is identified

Complaints will be reviewed fairly and based on available records.

A written response will outline the reasoning behind the decision.

6. Escalation

If a complaint cannot be resolved internally, you may:

Seek independent legal or consumer advice
Refer the matter to the appropriate consumer advisory service
Contact the Information Commissioner’s Office (ICO) where data protection concerns apply

ENTER PLAYER 1 is structured to comply with applicable UK law and does not require a gambling licence.

7. Abuse of Procedure

ENTER PLAYER 1 reserves the right to:

Decline to engage with complaints that are abusive, vexatious, threatening, repetitive, or manifestly unfounded
Refuse to process complaints that lack sufficient information

This does not affect legitimate consumer rights.

8. Record Keeping

Complaint records may be retained for compliance and legal defence purposes in accordance with the Privacy Policy.

ENTER PLAYER 1 is committed to handling complaints fairly, transparently, and in a timely manner.