Complaints Procedure
Complaints Procedure
Last updated: 30 August 2026
At 6 For Gold, we aim to operate our prize draws fairly, transparently and responsibly. If you are unhappy with any aspect of our service, a competition, an entry, a prize, or the way we have handled your account, we want to hear from you.
1. How to Make a Complaint
Please contact us by email:
Email: 6ForGold@proton.me
Please include as much relevant information as possible, including:
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Your full name
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The email address registered to your 6 For Gold account
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The competition name or Competition ID, where applicable
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Your order number or ticket number, where applicable
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A clear description of your complaint
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Any screenshots, emails or other information that may help us investigate
Please do not send passwords or payment card details.
2. What Happens Next
We will acknowledge your complaint as soon as reasonably possible.
We will review the information you provide and, where necessary, check relevant records such as competition entries, ticket records, order information and draw records.
We aim to provide a full response within 10 working days.
If the complaint is particularly complex and we need additional time to investigate it properly, we will let you know and provide an update.
3. Our Response
Once we have investigated your complaint, we will explain our findings and any action we propose to take.
Where we identify an error, we will take appropriate steps to put matters right where reasonably possible.
4. If You Are Not Satisfied
If you are unhappy with our initial response, you may ask us to review the complaint again.
Please reply to our response explaining why you remain dissatisfied and provide any additional information you would like us to consider.
The complaint will then be reviewed again, taking into account the information previously provided and any new information available.
Where a complaint cannot reasonably be resolved directly between you and 6 For Gold, we will consider an appropriate dispute-resolution route depending on the nature of the complaint.
5. Competition and Draw Complaints
We maintain records relating to our competitions and winner selection processes.
Where a complaint concerns an entry, ticket allocation, competition result or draw, we may review relevant records including ticket information, competition records and available draw evidence.
We will not alter a valid competition result simply because a participant is dissatisfied with the outcome of a draw.
6. Player Protection Complaints
If your complaint concerns a Spending Limit, Cool-Off, Self-Exclusion or another player protection measure, please make this clear when contacting us so that it can be treated appropriately.
Player protection restrictions will not be removed or shortened merely because a complaint has been submitted where doing so would conflict with the protection selected or applicable player-protection rules.
7. Fraud, Abuse and Account Security
We may refuse to process an entry, suspend activity or take other appropriate action where we reasonably believe there has been fraud, attempted manipulation, misuse of the website, use of false information or another breach of our Terms and Conditions.
Any related complaint will still be considered on its individual circumstances.
8. Records and Privacy
We may retain records of complaints, correspondence and the outcome of investigations for legitimate business, compliance and dispute-resolution purposes.
Personal information will be handled in accordance with our Privacy Policy and applicable UK data protection law.
9. Contact
6 For Gold
5 Ariel Close
Cellardyke
Fife
KY10 3FG
