Player Protection and VCOC Compliance

Our commitment

Wolf Competitions is committed to operating fairly, transparently and responsibly. We are an official signatory to the UK Government’s Voluntary Code of Good Practice for Prize Draw Operators.

The Code establishes standards covering player protection, transparency and accountability. This page explains the measures we have in place and how customers can use them.

Over-18s only

Wolf Competitions is strictly for customers aged 18 or over.

Customers must provide their date of birth when registering. Anyone declaring an age below 18 cannot complete registration. Before a customer’s first prize payout, we also require valid identification to confirm their identity and age. A payout will not be released until verification has been completed successfully.

Wolf does not target advertising at anyone under 18. Paid advertising audiences are restricted to people aged 18 or over.

Spending limits

Customers can set an account-wide spending limit through the Account Actions section immediately after registration.

Customers can:

• choose a daily, weekly or monthly limit;
• set the limit at any value, including £0; and
• view how much they have spent during the previous 24 hours.

Once a limit is reached, the system prevents further spending across Wolf competitions during the applicable period.

Customers cannot change an established limit themselves. Any request to increase or remove a limit is reviewed by an administrator. Limit increases are not approved automatically. Wolf may require a cooling-off period, refuse a request or approve only a limited incremental increase where appropriate.

Self-exclusion and account closure

Customers can self-exclude through the Account Actions section or by contacting our customer support team.

Self-exclusion:

• takes effect immediately;
• lasts for a minimum of six months;
• cannot be reversed early by the customer or a Wolf administrator;
• prevents access to the account and entry into competitions; and
• stops email, SMS, push-notification and other direct marketing from Wolf.

Customers wanting a shorter spending break can set their account-wide spending limit to £0 for a chosen period of days, weeks or months.

A customer can also request permanent account closure. Appropriate records may still be retained where required for legal, financial, fraud-prevention or compliance purposes.

Recognising and responding to potential harm

Wolf takes customer reports of excessive spending, financial difficulty or emotional distress seriously. Staff escalate concerns to management through established internal channels.

Each case is considered individually. Depending on the nature and severity of the concern, Wolf may:

• contact the customer to discuss the concern;
• retain or refuse to increase an existing spending limit;
• require a cooling-off period;
• suppress marketing;
• apply a minimum six-month account suspension; or
• permanently close the account.

Where a customer tells us they are spending too much or experiencing financial difficulty, we may immediately restrict the account in the customer’s interests. Concerns, communications, decisions and resulting actions are recorded.

Wolf is developing enhanced account-activity monitoring to support earlier identification of potential harm. This work includes reporting and alerts covering changes in spend, repeated limit use, participation patterns, payment issues and other relevant indicators. Progress is tracked through our compliance action register.

Responsible-play information and independent support

Our Play Responsibly page explains how customers can manage participation, recognise potential difficulties and access independent support.

Depending on the customer’s circumstances, our team may direct them to services including:

• Citizens Advice;
• National Debtline;
• Money Advice Trust;
• Samaritans; and
• Mind.

Where a customer identifies financial, emotional or psychological harm, we provide support information relevant to their circumstances alongside any appropriate account protection.

Complaints and dispute resolution

Customers can submit a complaint by emailing [email protected]. The complaint should include the customer’s name, registered email address, relevant order or competition details and a description of the issue.

We will acknowledge complaints within two working days and aim to provide a written response within ten working days. If more time is required, we will explain the reason and provide an updated response date.

Customers who are dissatisfied with the initial response may request escalation within 14 days. A senior manager or director who was not responsible for the original response will review the complaint. Where independent dispute resolution is required, our final response will provide details of the applicable provider and referral timescales.

Wolf maintains records of complaints, investigations, responses, outcomes and resulting corrective actions. Full details are available in clause 9.1 of our Terms and Conditions.

Free postal entry

Every eligible competition page displays a Free Postal Entry link beside the paid play button and before the point of purchase. The link takes customers directly to the applicable instructions in clause 3.11 of our Terms and Conditions.

The instructions explain:

• the postal address;
• the information that must be included;
• the permitted postal method;
• the relevant closing deadline; and
• how a valid postal entry is processed.

Incoming postal entries are collected and processed every two to three days and before the relevant live draw. A valid postal entry receives a ticket number and is entered into the same competition system as a paid entry.

Paid and free entries are treated equally. Postal entries can win the same instant-win prizes, end prizes, discounts, bonuses and other prize opportunities as paid entries.

Wolf is introducing a formal postal-entry register covering the date received, relevant competition, allocated ticket number, acceptance decision, any instant-win outcome and customer notification. We are also formalising a check for fast-selling competitions to ensure the postal route remains a genuine and effective way to participate. Progress is tracked through our compliance action register.

How draws and instant wins work

All prizes are awarded in accordance with the laws of chance. Each competition page identifies the applicable format, prizes, closing date, draw date and relevant rules before entry.

Live end-of-competition draws

Each valid entry receives a unique ticket number. At the published draw time, a computer random number generator selects the winning ticket during a live broadcast on Wolf’s social media channels. The winning number and customer are announced during the broadcast.

Free competitions use the same process, with each valid entrant receiving a unique number before the live random draw.

Instant-win competitions

Winning ticket numbers and prizes are predetermined and securely seeded within the competition system before the competition opens. When an entry is allocated, the system determines whether the ticket number corresponds with a seeded prize.

Scratch, spin, wheel and similar visual presentations reveal the predetermined result and are provided for entertainment purposes. They do not alter the outcome or the customer’s chance of winning.

Live bonus mechanisms

Where a competition includes a dice roll, coin flip or similar live bonus, the applicable rules and prize values are established in advance. The outcome is determined through the physical roll or flip conducted live with the winner, and the resulting prize is paid or credited in accordance with the published rules.

Prize information and likelihood of winning

Competition pages display:

• the maximum number of tickets available;
• the percentage of tickets sold;
• the number and value of prizes initially available;
• the prizes already found or won;
• the prizes remaining; and
• the closing date and draw time.

Where there is an end prize, the page explains that every valid entry is included in the end-of-competition draw.

The exact likelihood of winning may depend on the final number of valid paid and free entries. The maximum ticket allocation, live sales percentage and full prize breakdown allow customers to understand the maximum potential odds and how prizes are allocated before entering.

Prize security and fulfilment

Physical prizes are secured or purchased before a competition launches. Cash prizes are supported by sufficient available business funds, with Wolf confirming before launch that it can meet the full prize commitment.

Cash prizes won instantly are credited to the customer’s Wolf balance immediately. Withdrawal requests are reviewed and processed promptly following the required identity, age and bank-account verification.

Our payout service is currently available during the following hours:
Monday – Friday: 9am – 9pm.
Saturday – Sunday: 10am – 5pm.
Bank Holidays: 10am – 5pm.

Wolf does not reduce a prize, cancel a draw or extend a closing or draw date because of low ticket sales. The advertised prize is awarded in full even where a competition results in a financial loss to Wolf.

If a physical prize becomes unavailable because of damage, theft or another circumstance outside Wolf’s reasonable control, the winner will be offered a suitable replacement of equal value or a cash alternative equal to the advertised value.

Responsible marketing

Wolf requires its marketing and advertising to comply with the applicable CAP and BCAP Codes and to be socially responsible.

Marketing must not:

• target or hold particular appeal to children or young persons;
• exploit vulnerable people;
• encourage irresponsible or excessive participation;
• suggest participation provides an escape from personal, professional or educational problems;
• suggest participation can solve financial concerns;
• present prize draws as an alternative to employment; or
• suggest participation provides financial security.

Email and SMS marketing is sent only to customers who have provided the relevant consent. Self-excluded customers are suppressed from all direct-marketing channels.

Marketing created by Wolf staff, influencers and external agencies is subject to review and approval by Wolf’s Commercial Director.

Competition balance and draw length

Main competitions with a substantial end prize normally remain open for approximately two or three months. Free competitions involving time-sensitive prizes may operate for a shorter period. Smaller, lower-cost competitions may be drawn weekly.

Each competition clearly displays its closing date and draw date, with a visible countdown showing the time remaining. If all available entries are sold before the published closing date, the competition may conclude early in accordance with the published terms.

Wolf monitors the balance of live competitions and does not allow competitions containing an instant-win element to form more than 50% of all live competitions.

Charitable donations

Wolf does not currently promise or advertise that a percentage of ticket sales, revenue or profit from a prize draw will be donated to charity.

Wolf may make voluntary corporate donations from its own funds. These are separate from prize draws and are not conditional upon ticket sales, customer participation or competition profitability. Any public statement about a donation will accurately identify the contribution and recipient.

Third-party oversight

Wolf conducts due diligence before appointing influencers, marketing agencies, payment providers, developers and other relevant third parties.

Relevant partners must follow Wolf’s internal policies and procedures. Influencer content is reviewed and approved before publication. Third-party performance and compliance are considered during our VCOC reviews, and identified breaches are escalated and addressed promptly.

Wolf is updating relevant contracts and compliance addenda to include express obligations covering the VCOC, advertising standards, cooperation with compliance reviews, breach reporting, corrective action and Wolf’s right to suspend or terminate a relationship following a serious or repeated breach.

Governance and accountability

Our Commercial Director, is the senior manager responsible for Wolf’s VCOC compliance. He is supported by the management, technical, development and administration teams.

Wolf conducts a formal VCOC review every quarter, with higher-risk areas considered on an ongoing basis. We maintain a compliance control spreadsheet recording requirements, identified gaps, planned improvements, responsible individuals, deadlines and progress.

Compliance incidents and potential breaches are recorded and escalated. Corrective actions are assigned and implemented promptly. Staff receive training on customer protection, internal procedures and individual responsibilities.

Wolf also participates in VCOC meetings, forums and industry discussions. We communicate with other prize-draw operators, attend relevant conferences and webinars and share appropriate examples of good practice.

Review and contact

This page and Wolf’s associated player-protection measures are reviewed at least quarterly and whenever there is a material change to the Code, our systems or our procedures.

For questions, concerns, complaints, self-exclusion or account closure, contact [email protected].

Last reviewed: August 2026