CUSTOMER COMPLAINTS PROCESS
This page explains how customers can raise a complaint about gambling services provided by Strike6 Ltd, including society lotteries, pool betting, free-to-play products, promotions, prize eligibility, account verification, withdrawals, technical issues and customer service.
BEFORE YOU START
To help us investigate your complaint as quickly as possible, please have your account details ready, including your username or account reference, the product or promotion involved, and a clear description of what happened.
HOW TO SUBMIT A COMPLAINT
1. Open the Customer Support section in the app or on the website.
2. Select “Submit a Ticket” to complete the complaints form.
3. Enter your account details and describe the issue clearly.
4. Include any relevant draw, promotion, prize, transaction, or technical details.
5. Submit the form and keep a copy of any confirmation you receive.
You can also contact us by email at support@strike6.co.uk or by post at Strike6 Ltd, 8 St Andrews Street, Biggleswade, Bedfordshire, England, SG18 8BA.
WHAT HAPPENS NEXT
1. We will acknowledge your complaint within 24 hours of receiving it.
2. We may contact you if we need more information.
3. Your complaint will be reviewed by trained staff.
4. We will investigate the relevant account, draw, promotion, prize, transaction, terms, or technical information.
5. We will send you a full written response as soon as possible and within 8 weeks of receiving your complaint.
OUR RESPONSE
Our final response will explain the decision we have reached, refer to any relevant terms and conditions, and set out any remedy, correction, or goodwill gesture where appropriate.
INTERNAL ESCALATION
If you remain dissatisfied with our first written response, reply and ask for internal escalation. A senior reviewer who was not responsible for the original decision will review the complaint and issue our final response.
IF YOU ARE NOT SATISFIED
If we have not resolved a gambling dispute to your satisfaction within eight weeks of receiving it, or we issue a deadlock letter earlier, you may refer it free of charge to IBAS at www.ibas-uk.com, subject to its remit. Using ADR does not restrict your right to bring proceedings in a court of competent jurisdiction.
FREE-TO-PLAY PRODUCTS
Some products and features offered by Strike6 Ltd are free-to-play and do not require customers to stake or risk money or money’s worth. These products are offered for entertainment or promotional purposes and are not classified as gambling under the Gambling Act 2005. We still handle complaints about free-to-play products under this process so customers receive a clear and consistent service.