We want you to enjoy playing games on our app and understand that unfortunately, at times, we may experience disruption to our services either due to planned maintenance or unplanned events.
This document sets out Club Supporters over-arching policy in respect to Service Disruptions and what players and clubs should do in the event they feel they have been unfairly disadvantaged by a service disruption.
Service Disruptions
The games offered through Club Supporter are transaction based games. This means that for an entry to be ‘accepted’ for any game the ‘transaction’ must complete. This is generally the successful entry into the Club Supporter database(s).
If the transaction is completed successfully before any service disruption the entry/entries is/are accepted for the game and will be shown under “My Games” once the service disruption ends.
If the transaction does not complete successfully due to a service disruption the entry/entries is/are not accepted for the game and will not be shown under “My Games” once the service disruption ends. In this situation you may NOT be notified in the app, or by any other means, that your entry was unsuccessful.
We highly recommend that if you experience a service disruption during the process of placing an entry into any of our games, and do not receive a visual in-app confirmation, that you check that the entry was successfully placed by checking in “My Games”.
How to contact us
In the event you feel you have been unfairly disadvantaged by a service disruption you may contact us as support@clubsupporter.co.uk.
Club Supporter will investigate any reported incident and provide you with our findings. We aim to do this within 14 days of notification.
updated October 2022