Complaints and Dispute Resolution Policy

If something has gone wrong, we want to hear about it and we want to fix it. This page sets out how to complain, what we will do, and how long we will take.

We publish this policy as a signatory to the Government’s Voluntary Code of Good Practice for Prize Draw Operators.

Last updated: 25-08-2026

1. What this covers

Any complaint about a Bonkers competition, your account, a payment, a prize, or the way you have been treated by our team or by one of our suppliers.

It does not cover a few things, and we would rather point you to the right place than sit on them:

Something another user has posted on our social channels. Report it to the platform.
Anything criminal. Contact the police, or Action Fraud on 0300 123 2040.
A concern that we, or another operator, have breached the Voluntary Code. You can raise that with us, and you can also go straight to the Government at [email protected].

2. How to complain

Whichever suits you:

Email [email protected] with “Complaint” in the subject line.
Phone 01709 646890.
Write to Bonkers Competitions, 12-14 Hangsman Lane, Dinnington, Sheffield, S25 3PF.

It helps if you tell us:

your name and the email address on your account
what happened, with the competition name or order number if you have it
what you would like us to do about it
anything that backs it up, like a screenshot or an order confirmation

If you would rather someone else dealt with it for you, a family member or an advocate, we will need your written say-so before we can discuss your account with them.

3. What we will do, and when

These are commitments, not aspirations. Hold us to them.

Within 2 working days we will confirm we have got it and tell you who is dealing with it.
Within 10 working days we will investigate and come back to you with what we have found and what we propose to do. That usually settles it.
Up to 30 working days if it is complicated or involves someone else, such as a payment processor or a prize supplier. We will tell you why, give you a date, and update you at least every 10 working days until it is done. You will not have to chase us.

4. If you are not happy with our answer

Reply to us within 20 working days and ask for it to be escalated. It goes to James Turver, who runs Bonkers, and you will get a final answer within a further 15 working days.

That answer will say plainly that it is our final response, and it will give you our reasons.

5. If you are still unhappy

Our final response is the end of our internal process. It is not the end of your options.

Your legal rights are unaffected by anything on this page. You can take the matter to court, and you do not need our permission or our final response letter first.

If you believe we have breached the Voluntary Code of Good Practice for Prize Draw Operators, you can raise it directly with the DCMS Prize Draws Team at [email protected]. We are a signatory to that Code, and the Government can remove operators who breach it.

We do not currently use an independent dispute resolution provider. If we appoint one, we will publish the details here and tell everyone who holds an account.

6. If you are struggling

If you are getting in touch because money or your playing has become a problem, say so and we will treat it as urgent rather than as a support ticket. Same working day wherever we can.

Free, confidential help, none of it connected to us:

National Gambling Helpline 0808 8020 133
StepChange Debt Charity 0800 138 1111
Citizens Advice 0800 144 8848
Samaritans 116 123
Mind 0300 123 3393

7. Your information

What you tell us in a complaint is handled under our Privacy Policy. We keep complaint records for six years after closing them.

We will not share the details with anyone outside Bonkers unless we need to in order to sort it out, for instance with a payment processor or a prize supplier, or unless the law requires it.

We review this policy at least once a year, and sooner if the Code changes or if handling complaints shows us something needs to change.