Figures read 26 October 2026 Publisher’s bill, letters
Write to us, and which of the two sums the letter is about
A letter arriving here is usually about one of the figures on a guide, and a figure on a guide is printed with its working, so that sort of letter can be answered by pointing at a step. A letter about somebody’s account is a different animal altogether: the material it turns on sits in a record this publisher has never seen, and sending it here uses up days without setting any of the clocks running. Sorting one from the two apart is what this page does, and the address waits until the end of it.
1
The letters a printed sum can settle on its own
A question about either figure on a guide belongs here and can be dealt with here, because both of them are set out a step at a time rather than announced. A reply can therefore name the step where the disagreement starts, which is worth more than a second opinion about a total and takes less time to write. The method page names every letter of the expression a balance goes through, so a letter about how the two columns were put side by side has somewhere definite to point.
A question about an assumption is quicker still, and is the sort this publisher most enjoys. Two numbers across the whole domain come from nobody else: the sum a single round puts on, and the proportion a plain slot hands back over a long enough run. Anybody who thinks either wrong is disagreeing with this publisher rather than with a source, and a reply can hand the consequence straight back. Halve the assumed stake and every sum of money on a page halves with it, while every count of rounds stays exactly where it was, a distance in rounds being a distance in money divided by the very stake that moved.
A question about a rule is the third sort, and it is answerable because every rule here was checked against a primary source, with the sheet recording both that source and the day somebody opened it. Either can be quoted back in a sentence. The fourth sort is a correction, and a correction is the most useful thing that arrives in the post: a page shown to be wrong is written again with its arithmetic on display, and nobody is done a favour by having a figure swapped quietly behind a date.
2
The letter that has no answer anywhere at all
Readers write having run a simulation up to a large reading and ask how the money comes out. Nothing can be made of that letter, and the refusal is a finding rather than an evasion. A simulated counter is a counter and no arrangement exists through which money departs one, so a reading of five hundred pounds pays nought however many hours went into building it and whoever is asking. That is the floor the whole domain stands on, and saying so is the whole of the answer.
One other sort cannot be settled from here either, and it is worth knowing before writing. What a particular cashier is asking this week for a particular offer is not something this publisher can state, because the document saying so is rewritten whenever the party who wrote it decides and nobody is notified. A page here shows what a condition built that way does to a balance, and the terms of use set out why those are two different things.
3
The letters belonging to a record nobody here can see
A balance that reads wrong, a withdrawal that has not turned up, a document refused, a condition as it is being applied to one particular account: every one of those is the account holder’s business and the operator’s, and not because the subject is unwelcome here. The answer simply sits in a record this publisher cannot open, and a figure nobody can see cannot be priced on either side of the free line.
Four clocks are worth knowing before writing anywhere, and they are not the same clocks in the two places a British reader might find themselves off the rule sheet.
| What is being timed | Inside the British licence | Under one offshore rulebook |
|---|---|---|
| Saying the complaint arrived | three working days, or one for an operator open at any hour | a week, and in writing |
| Finishing the whole thing | eight weeks, counted from receipt | four weeks, and four more if notice is given |
| How late it may still be raised | no less than six months from the incident | six months from the bet being settled |
| Who decides if the operator will not | a dispute body the regulator has approved | an outside body, some of whose terms the operator may shape |
Two riders belong with that table. Those eight weeks may be stopped if a fair request for information sits a week without a reply, and they pick up from where they paused rather than starting over. And the letter closing an operator’s own procedure has to say that the procedure is closed and where the matter may be taken next.
What the British regulator declines to do, it declines in print. An ombudsman is what it is not. Resolving a complaint about gambling lies outside its powers, as does getting anybody’s money returned, an argument about a withdrawal or about a game that malfunctioned is not for it to decide, and customer accounts are invisible to it off the rule sheet. Its advice is to go to the business before going anywhere else. The offshore regulator whose timetable stands in the right-hand column says much the same of itself, individual disputes not being for it to settle. So a letter arriving here about an account burns days while not one clock in that table has begun, which is the practical reason the post gets sorted at all.
4
The address, and what makes a letter quick to act on
Write to post@freeplayarena.uk. A letter about a figure moves fastest when it names the page it came off and quotes the figure as printed, since a single page carries several of them and guessing at the wrong one costs a round of correspondence. A letter about arithmetic is better again for naming the step that looks wrong, and a letter proposing a different assumption is best of all for saying which number should stand in place of the one it objects to.
One subject has a better route than any letter, and it is the single subject this publisher would sooner not receive a letter about. Shutting accounts for good is done by registering once with Gamstop Online, which blocks access at every operator Britain licenses and needs no conversation with anybody off the rule sheet. Its own stated boundary is that it cannot keep a person from gambling services run by organisations outside the scheme, and the offers examined across this domain are advertised by firms that hold no Great Britain licence, so they sit beyond it. The page about staying in control sets the rest of those instruments out, and the page about what is known here says what becomes of a letter once it has been answered.