Complaints & Escalation

A complaint is any expression of dissatisfaction that needs a response — about our platform, our service, our handling of data, or the conduct of our team.

A general question, a feature request or a support ticket is not a complaint. If a support request isn't resolved to your satisfaction, it can become one.

QuanticPlay supplies technology to businesses. We do not run competitions, sell tickets, hold player funds or award prizes — the operator whose website you used does all of that.

So complaints about entries, ticket purchases, draw outcomes, instant wins, prize delivery, refunds, account closures or marketing should go to that operator, using the complaints route published on their site. They hold your account, your payment records and your entry history.

If you have already exhausted the operator's process and believe the issue relates to the underlying platform, you can write to us and we will look at the technical record and liaise with the operator. We cannot overturn an operator's commercial decision.

Raise the issue with your account contact first — most things are resolved fastest there. If that doesn't work, or the issue is serious, submit a formal complaint using the route below. Where a signed agreement contains its own escalation or dispute process, that process applies alongside this policy.

Email info@quanticplay.com with "Complaint" in the subject line. We accept complaints in writing so there is a clear record on both sides.

We will acknowledge receipt and tell you who is handling it and what happens next.

• your name and the best email address to reply to;
• your company, or the operator website you used as a player;
• relevant account, order or reference numbers;
• what happened, and when — dates and times help a lot;
• what you have already tried and who you spoke to;
• screenshots, emails or other supporting evidence;
• the outcome you are looking for.

• Acknowledge — we confirm receipt promptly and log the complaint.
• Investigate — we review the record, speak to the people involved, and request anything else we need from you.
• Respond — we set out our findings, our decision and any action we are taking, in writing.
• Close or escalate — if you accept the outcome we close the case; if not, you can escalate.

We aim to resolve complaints as quickly as the facts allow. Where an investigation needs more time — for example because a third-party supplier or an operator is involved — we will tell you and keep you updated rather than leave you waiting.

If you are not satisfied with the response, reply and ask for the case to be escalated, explaining why. It will be reviewed by someone senior who was not involved in the original decision, and you will receive a final written position.

Commercial disputes with operators and partners are resolved as set out in the relevant agreement, including any mediation, arbitration or jurisdiction clause it contains. Where the parties want an independent route before litigation, we will consider mediation in good faith, conducted in Nicosia, Cyprus, in English, by a mutually agreed mediator, with each party bearing its own costs and the mediator's fees shared equally. Agreeing to mediate does not prevent either party from seeking urgent interim relief from the courts.

For complaints about how personal data has been handled, email DPO@quanticplay.com with "Data protection complaint" in the subject line. See our Privacy Policy for the rights available to you. You can also complain directly to your data-protection authority at any time — you do not have to come to us first.

Self-exclusion, spend limits, play breaks and account closure are controlled by the operator you have an account with — contact them directly so the restriction takes effect on your account. If you believe an operator is not honouring a restriction that our platform supports, tell us and we will investigate the technical position with them.

Complaints are handled confidentially and shared only with the people who need to be involved, including a relevant operator or supplier where we cannot investigate without them. We will tell you when we need to share your complaint outside QuanticPlay.

We keep a record of complaints, our investigation and the outcome, and review them for patterns so we can fix root causes rather than individual symptoms. Records are retained for as long as we need them for accountability and legal purposes, then deleted.

Quantic Play Limited — info@quanticplay.com

Registered in Cyprus, registration number HE 470521. Postal address for formal notices: 236 Strovolou Avenue, Strovolos, Nicosia 2048, Cyprus.

Related pages: Terms of Service, Privacy Policy, Cookie Policy.