Contact, Complaints & Support

Contact Support for account access, password/login issues, order confirmations, ticket numbers, payment questions, Site Credit, Daily Boost, rewards, Proper Pass, technical issues or general competition queries.

Please include your name, account email and order/ticket reference where available. Never send a full payment-card number, password or one-time security code by email, WhatsApp or social media.

Cash-prize withdrawal requests, cash reminders and payout queries should go directly to winners@properwins.co.uk. We may ask for proportionate proof of identity, age, address, entry ownership and bank/payment ownership before paying a cash prize.

You can call or WhatsApp 07405 093716 for general assistance. For formal complaints, cash claims, data-rights requests or disputes, we may ask you to confirm the matter by email so there is a reliable written record.

Do not send identity documents or sensitive financial information by WhatsApp unless Proper Wins specifically provides an approved secure route.

You can ask Support to apply/reduce a spend limit, stop marketing, cool off, suspend or close an account. Responsible-play requests are prioritised. Do not attempt to bypass an active restriction with another account or entry route.

Email support@properwins.co.uk with the subject Formal Complaint. Explain what happened, the outcome requested and include relevant order/ticket/payment details.

• We aim to acknowledge a formal complaint within two working days.
• We investigate using available order, ticket, game, payment, email and system records.
• We aim to provide a reasoned final response within eight weeks and sooner wherever reasonably possible.
• If further time is reasonably required, we will explain why and provide an update.

If a complaint cannot be resolved directly, we will explain any appropriate external or independent route available for that type of complaint. We do not claim membership of an ombudsman or ADR scheme unless expressly confirmed.

Advertising concerns may be raised with the Advertising Standards Authority. Data-protection concerns may be raised with the Information Commissioner’s Office after you have given us an opportunity to investigate.

Email Support with the subject Data Rights Request for access, correction, deletion, restriction, portability, objection or withdrawal of consent. We may request proportionate proof of identity.

We aim to respond to ordinary support within one to two working days. Complex payment, prize, fraud, technical, complaint or privacy matters may take longer while records are reviewed.

Operational messages may come from purpose-specific Proper Wins addresses such as Orders, Winners, Support, Admin or Play. Always check that the domain is @properwins.co.uk. We will never ask for your account password or full payment-card details by email.