Complaints & Disputes
We take all complaints seriously and aim to resolve them quickly and fairly.
How to Make a Complaint
Contact Us
Email chris@guiltlessarcade.com with your account email, a clear description of the issue, and any relevant screenshots or competition IDs.
Acknowledgement
We will acknowledge your complaint within 24 hours of receipt with a reference number.
Investigation
We will investigate your complaint thoroughly, reviewing game data, scores, payment records, and any relevant system logs.
Resolution
We aim to resolve all complaints within 7 business days. If the investigation requires more time, we will update you and provide an expected resolution date.
Final Response
You will receive a written final response explaining our findings and any actions taken.
What You Can Complain About
- Competition results or score disputes
- Payment or credit issues
- Prize distribution or withdrawal problems
- Account access issues
- Technical problems affecting gameplay
- Concerns about fairness or integrity
- Marketing communications
- Data protection or privacy concerns
Dispute Resolution
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to escalate to an independent Alternative Dispute Resolution (ADR) provider.
You may also contact:
Citizens Advice — citizensadvice.org.uk — Free independent advice
Trading Standards — via Citizens Advice Consumer Service: 0808 223 1133
For data protection complaints: Information Commissioner's Office (ICO) — ico.org.uk — 0303 123 1113
Our Commitment
We commit to:
- Treating all complaints fairly, consistently, and promptly
- Keeping you informed throughout the process
- Taking corrective action where we find errors
- Using complaints to improve our service
- Recording and reviewing complaint patterns to prevent recurring issues
Email Us
chris@guiltlessarcade.com
Please include your account email and competition ID where relevant.