Safe Play & Customer Protection
At Lucky Pup Prizes, safe play and customer wellbeing are at the heart of everything we do. As responsible prize draw operators, both Lynsey and Codie are committed to creating a fun, transparent, and safe environment for all customers.
We believe competitions should always remain enjoyable and affordable entertainment. That is why we have implemented a range of measures designed to help customers stay in control of their spending and participation at all times.
Why Safe Play Matters
We recognise that, for some individuals, online competitions and spending can become difficult to manage. Protecting our customers from financial harm is something we take seriously, and we are committed to promoting responsible participation across our platform.
Safe play is not simply about limiting access — it is about supporting customers in a positive, practical, and respectful way. Our tools are designed to work with customers, without creating unnecessary barriers or discouraging their use.
Age Verification & Account Security
We operate strict age verification procedures to ensure only individuals aged 18 or over can access and participate in our competitions.
Our systems use appropriate verification tools and checks to help confirm customer identity and age before participation is permitted. These safeguards are in place to protect young people and ensure compliance with our legal and ethical responsibilities.
We also prohibit the use of credit cards for competition entries as part of our commitment to reducing the risk of harmful or unaffordable spending.
Safeguarding & Staff Training
Lynsey and Codie have both completed safeguarding vulnerable adults training, helping us to better identify behaviours and situations that may indicate someone is at an increased risk of financial harm.
This training supports our ability to:
- Recognise potential signs of vulnerability
- Engage with customers appropriately and sensitively
- Offer support where necessary
- Encourage responsible participation
- Take action when required to protect customer wellbeing
We are committed to continually improving our understanding and approach to customer protection.
Our Safe Play Tools
We provide a range of practical tools that allow customers to take ownership and control of their account activity and spending.
Importantly, these tools are available from the moment an account is created, allowing customers to set boundaries and controls before participating in any competitions.
Spend Limits
Customers can set spending limits on their account to help manage participation responsibly.
If a customer wishes to increase an existing limit, a mandatory cooling-off period applies before the increase can take effect. This “breathing space” is designed to encourage considered decision-making and prevent impulsive spending increases.
Pause Function
Customers can activate a pause on their account for a selected period of time.
During this pause:
- Access to competitions is restricted
- Competition visibility is removed when logged in
- Customers are unable to participate until the pause ends
This feature is designed to support customers who wish to step away temporarily without permanently closing their account.
Temporary Suspension
Customers may also request a temporary account suspension for a minimum period of 6 months by contacting:
During a suspension period, access to the account and competitions will be restricted in order to support the customer’s decision to take a longer break.
Instant Account Deletion
Customers have full control over their account and may permanently delete it instantly at any time directly from their account page.
We believe customers should always have clear ownership and control over their participation and spending.
External Support Services
If you feel you may need additional financial wellbeing or emotional support, we encourage you to contact one of the following independent organisations:
- Citizens Advice
Free, confidential advice on debt, money, and consumer issues. - Money Advice Trust
Support and guidance for people dealing with financial difficulties. - National Debtline
Free independent debt advice and practical financial support. - Samaritans
24/7 confidential emotional support for anyone struggling to cope. - Mind
Mental health support, advice, and information.
Support & Customer Care
While our tools are designed to empower customers to manage their own activity, we understand that additional support may sometimes be needed.
If you ever have concerns about your participation or would like assistance using any of our safe play tools, our team is here to help in a supportive, respectful, and confidential manner.
At Lucky Pup Prizes, responsible operation, transparency, and customer wellbeing will always remain a priority.