Complaints & Disputes Procedure
Effective date: October 1, 2026 · Version: v1.0
We want to fix problems quickly. This procedure explains how to raise a support issue, how to escalate it to a formal complaint, and how disputes are finally resolved. It forms part of the Terms of Service.
1. Step 1 — Support
1.1 Contact hello@pinksplay.world or open a ticket from the Support page. Include your account email, what happened, and the outcome you want.
1.2 Response times: support tickets are answered within 4 business hours; redemption reviews within 24 hours of a complete request; responsible-gaming requests within 1 hour when you mark the subject "RG URGENT".
1.3 Most issues end here. If a reply does not resolve the issue, continue to Step 2.
2. Step 2 — Formal complaint
2.1 Reply in the same thread with "FORMAL COMPLAINT" and a short summary. Your complaint is logged with a reference number and sent to a senior reviewer who was not involved in the original decision.
2.2 We acknowledge a formal complaint within 2 business days and give a final written decision within 30 days. The decision explains the reasons and any remedy.
2.3 If the complaint concerns responsible play, self-exclusion, or a data-privacy right, tell us — those follow their own legal timelines and take priority.
2.4 We keep complaint records for at least 5 years and review them monthly for patterns.
3. Step 3 — Final resolution
3.1 If a formal complaint is not resolved, either side may pursue the dispute resolution process in the Terms of Service (Section 12): informal resolution first, then binding individual arbitration administered by the AAA under the Federal Arbitration Act, with a small-claims carve-out. You may opt out of arbitration within 30 days of account creation by writing to hello@pinksplay.world.
3.2 Disputes about sweepstakes entries, prizes, playthrough, or redemption are governed by the Official Sweepstakes Rules and this procedure.
3.3 Nothing here prevents you from contacting a state Attorney General, consumer-protection office, or regulator; we cooperate with lawful regulatory inquiries.
4. What to include
4.1 Account email; ticket or complaint reference; dates and times; transaction or case ids; a plain description of the issue and the outcome you are seeking.
4.2 Do not send full payment-card numbers, passwords, or your full government ID number by email. We will ask for identity verification through the secure in-app flow if needed.
5. Contact
5.1 All complaints and dispute notices: hello@pinksplay.world, or the Support page. Operator: PRH Services LLC d/b/a Pinks Play World, 117 Smithtown Road, Ashland, VA 23005.
See also: Terms of Service Section 12; Official Sweepstakes Rules Section 10; Responsible Social Gameplay Policy.