Frequently Asked Questions

You can temporarily lock your account under My Account > Responsible Gaming and select from the following lock periods: 

• 1 Week 

• 4 Weeks 

• 12 Weeks 

• 1 Year 

• Self-Exclude Permanently

You can set a spend limit by going to My Account > Responsible Gaming. Once a limit is set, you can only decrease it. If you wish to increase or remove it, you must email contact@chaotic.co.uk, and a 24-hour cooling-off period will apply before the team reviews your request.

Unfortunately, all ticket purchases are final, and we do not provide refunds as per our terms and conditions. If you are struggling, we encourage you to seek support from: 

• GamCare – Support for gambling-related concerns (0808 8020 133) 

• StepChange – Free debt advice 

• Mind – Mental health support 

• Citizens Advice – Financial and legal support 

Spend limits are in place to help prevent overspending. If you have previously set one and now wish to remove it, you will need to email contact@chaotic.co.uk, and a 24-hour cooling-off period will apply before any change is considered.

Having multiple accounts goes against our terms and conditions. Any player found with multiple accounts will be contacted and additional accounts will be removed.

Payments can be declined for various reasons, including bank restrictions, insufficient funds, or security blocks. If your payment is declined, we recommend: 

• Checking with your bank 

• Trying an alternative payment method 

• Waiting 24 hours before attempting again 

Withdrawals are paid out same day. You will receive an email to confirm once the withdrawal has been approved. Once approved, withdrawals typically take 2-3 hours to reach your account.

If you don’t see your tickets in My Account > Orders, check your email. If they are still missing, email contact@chaotic.co.uk with proof of payment.

If you win while your account is closed, you can still claim your prize using the ticket confirmation email as proof. Contact contact@chaotic.co.uk for assistance.

Unfortunately, all ticket sales are final, and refunds are not provided, as per our terms and conditions.

Sometimes, tickets may take a few minutes to process. If they don’t appear in My Account > Orders, check your email for confirmation. If still missing, email contact@chaotic.co.uk.

Yes, here are some resources that may help: 

• Turn2Us – Financial assistance and grants 

• The Trussell Trust – Food bank support 

• Family Fund – Grants for families raising children with disabilities 

• Citizens Advice – Free legal and financial support 

Yes, if you wish to permanently delete your account, you can request this under My Account > Responsible Gaming > Delete Account or email contact@chaotic.co.uk.