Player Protection, Transparency & Accountability

Our commitment

At [Operator Name], we operate prize draws and competitions for adults aged 18 or over. We are committed to running our competitions fairly, transparently and responsibly.

This page explains the measures we have in place to support player protection, transparency and accountability, and to help show how we approach the DCMS Voluntary Code of Good Practice for Prize Draw Operators.

1. Age restriction and eligibility

Our competitions are open only to people aged 18 or over.

Entrants must confirm they are at least 18 before entering. We may request proof of age and identity before awarding any prize. If a winner cannot provide satisfactory evidence of eligibility, we may disqualify the entry and redraw the prize in accordance with our terms.

2. Free postal entry route

Every eligible competition has a free postal entry route. You do not have to make a purchase to enter.

Valid free postal entries are entered into the same draw as paid entries and have the same chance of winning per valid entry.

Free postal entry instructions

• Register an account before entering so we can allocate your entry correctly.
• Send one postcard per competition entry.
• Include your full name, username, address, date of birth, email, phone number and competition name.
• Post entries to: [postal address].
• Entries must arrive before the stated closing date and time.
• Valid postal entries receive a randomly allocated ticket number.

3. Spending controls and account controls

We provide controls designed to help customers manage their participation.

• Entry limits per competition.
• Account-level spending limits where applicable.
• Cooling-off, account pause or account closure on request.
• Account review where harmful or unusual behaviour is identified.

To reduce your limits, pause participation or close your account, contact: [support email].

4. Credit card restrictions

We do not accept credit card payments where prohibited by the DCMS Code or by our own responsible-play controls.

For instant-win competitions, credit card payments are not accepted.

Customers should not attempt to bypass these controls using third-party payment services funded by a credit card.

5. Support for players experiencing harm

If participation in prize draws is causing financial pressure, distress, anxiety or other harm, we encourage customers to stop playing and seek support.

Useful support organisations include:

• Citizens Advice
• Money Advice Trust
• National Debtline
• Samaritans
• Mind

If you are concerned about your own participation, contact us at [support email] and we can help you suspend or close your account.

6. Draw fairness and winner selection

We explain the draw method used for each competition before entry.

• Draw date and closing date.
• Number of tickets or entries.
• Number of winners.
• Winner-selection method.
• Published results where appropriate.

Where automated random selection is used, we aim to make the process auditable, explainable and capable of independent verification.

7. Instant-win competitions

Where instant-win prizes are offered, we explain:

• the number of available instant-win prizes;
• the prize types and values;
• how winning ticket numbers are allocated;
• how many prizes have been won;
• how many remain available.

8. Prize information

We aim to describe prizes clearly and accurately.

• whether the prize is cash, site credit, a voucher, product, bundle or experience;
• whether site credit can be withdrawn or only used on our platform;
• any expiry dates or restrictions;
• any delivery or collection requirements.

9. Charity and good-cause information

Where a competition supports a charity or good cause, we explain:

• who the charity or good cause is;
• how the contribution is calculated;
• whether the amount is fixed, percentage-based or otherwise determined;
• when and how contributions are made;
• where donation information will be published.

10. Complaints and concerns

If you have a complaint or concern about a competition, draw, prize, payment, free-entry route or account issue, please contact us first.

• Email: [support email]
• Postal address: [address]

We aim to respond promptly and fairly. If your concern relates to our compliance with the DCMS Code or the visibility of our player-protection measures, please state this clearly in your message.

11. Review and ownership

We regularly review this page and update it when our processes change.

• Last reviewed: [date]
• Responsible person: [name / role]
• Contact: [email]