Last Updated: July 20, 2026
Effective Date: July 20, 2026
1. Overview & Core Philosophy
At Virtual Golf Competitions (operated by Virtual Golf Ltd), we aim to provide a transparent, fair, and seamless premium competition experience for all our players. We acknowledge that technical or administrative issues may occasionally arise, and we are committed to resolving any consumer grievances quickly, professionally, and in good faith.
This policy outlines our formalized framework for submitting, tracking, and resolving complaints relating to ticket purchases, site wallet transactions, identity verification, or draw results.
2. How to Submit a Formal Complaint
To ensure your grievance is tracked, logged, and handed directly to our compliance officers, all complaints must be submitted in writing via email. We cannot process official complaints through our social media handles or community discussion streams.
- Official Complaints Email: support@virtualgolfcompetitions.co.uk
- Subject Line Format: Must state “FORMAL COMPLAINT” followed by your registered username or order number.
- Required Details: To expedite our investigation, your email must include:
- Your full legal name and registered account email address.
- The specific ticket number(s), transaction references, or competition names involved.
- A clear, factual description of the issue and your desired resolution.
3. Summary Timelines & Response Gating
We treat all consumer escalation pathways with high priority. Our formal timeline matrix operates as follows:
- Acknowledgment: Your complaint will be logged, and an automated receipt confirmation will land in your inbox within 2 working days of receipt.
- Investigation: Our internal compliance team will audit our WooCommerce backend server logs, Open Banking payment receipts, or third-party verification tracks (Didit) to collect factual data.
- Final Decision: You will receive a comprehensive, definitive written response outlining our findings and final company stance within 10 working days of your submission.
4. Specific Operational Policy Restrictions
(a) Late Postal Entry Enquiries
In accordance with Clause 4.5 of our core Terms & Conditions, any physical postcard arriving more than 7 calendar days after a draw has concluded or the official Closing Date has passed will be automatically discarded. If your complaint relates to a postcard delivered outside of this strict 7-day window, our team will confirm the physical receipt timestamp, but no fallback digital wallet credits will be authorized.
(b) Promotional and Fallback Credits
Any site digital wallet balances issued by the Promoter as a late-entry safety net or won via marketing campaigns hold zero cash value, are non-refundable, and cannot be withdrawn under any circumstances. Complaints requesting real cash payouts for non-deposited promotional credit allocations will be automatically rejected.
(c) Disqualifications & Behavioral Standards
The Promoter maintains a strict zero-tolerance stance against platform fraud, proxy banking transactions, or multi-account registration anomalies. Furthermore, as outlined in Clause 7.2 of our core terms, any user who is rude, aggressive, or abusive to our customer support staff during a dispute will be instantly and permanently disqualified, their account closed, and their complaints file terminated without further administrative review.
5. Independent Escalation (ADR Tracking)
The decision issued by our internal Data Compliance Team is final and binding within our platform ecosystem. However, if you remain entirely dissatisfied with our final company resolution, you have the right to escalate your dispute to an independent body.
Because we operate a Free Prize Draw framework structurally exempted from the UK Gambling Commission’s statutory licensing requirements, traditional gambling Independent Betting Adjudication Service (IBAS) pathways do not hold jurisdiction. Instead, you may report your issue directly to:
- The Advertising Standards Authority (ASA): If your complaint relates to misleading countdown rules, title-description mismatches, or draw execution mechanics.
- UK Trading Standards (Citizens Advice): If your grievance relates to billing irregularities, unfair contract operations, or consumer retail disputes.