Complaints Policy

1. Introduction

At PrimeWinz, operated by Quantic Play UK Limited (Company No. 16290586), with a registered office at 5th floor, 18 St. Swithin’s Lane, London, England, EC4N 8AD, we are committed to delivering a fair, transparent, and high-quality experience. We take customer feedback seriously and view complaints as an opportunity to improve our services.

2. What is a Complaint?

A complaint is any expression of dissatisfaction relating to our competitions, services, products, communications, or staff conduct. All complaints are handled confidentially and with care.

3. How to Submit a Complaint

You can submit a complaint through one of the following methods:

Email: complaints@primewinz.com
Post: Quantic Play UK Ltd, 5th floor, 18 St. Swithin’s Lane, London, England, EC4N 8AD
Contact Form: Available on the PrimeWinz website under "Contact Us"

Please include the subject line: “Official Complaint” for faster processing.

4. What to Include in Your Complaint

To help us handle your complaint efficiently, please include:

Your full name and email address associated with your PrimeWinz account
A clear description of the issue
Relevant dates, competition names or order numbers
Any supporting evidence (e.g., screenshots, photos)

5. How We Handle Complaints

Acknowledgment: We aim to acknowledge your complaint within 48 hours of receipt.

Investigation: A trained team member will review your case fairly and thoroughly.
Response: We aim to provide a full response within 7 working days. If additional time is needed, we’ll inform you with a revised timeline.