Complaints Procedure

1. How to Submit a Complaint

If you experience any issues regarding gameplay, technical glitches, or prize distribution, you have the right to lodge a formal complaint.

Contact method: Email our support team at chrisholt133@gmail.com
Subject line: "Official Complaint: [Your Name]", to ensure priority routing.

Required information, to help us investigate quickly:

• Your email address used to register your account in the Missing Word app.
• A detailed description of the issue or dispute.
• The exact date and time the issue occurred.
• Supporting evidence, such as screenshots of the error or puzzle state (strongly recommended).

2. Timeline and Resolution Process

• Acknowledgment: Upon receipt of your complaint email, an automated confirmation will be sent to verify your message has entered our support queue.
• Investigation: We will review your case, cross-referencing your account data and puzzle completion records held in our backend systems.
• Resolution: We aim to provide a full response and resolution plan within 3 to 5 business days of the acknowledgment email. If we are unable to resolve your complaint within this timeframe, we will notify you that your case has been closed.
• Decisions final internally: Decisions regarding puzzle verification and prize eligibility made following our internal investigation are final as far as our internal process is concerned. This does not affect your statutory rights. If you remain unsatisfied, you may refer your complaint to Trading Standards or, where applicable, the Advertising Standards Authority.