Frequently Asked Questions
General Questions
What is LabCash?
LabCash is a competition platform where you can win premium prizes like iPhones, MacBooks, and gaming consoles. Winners are selected randomly when all tickets are sold.
How do competitions work?
- Buy Credits: Purchase credits to enter competitions
- Choose Competition: Select from available prize competitions
- Buy Tickets: Use credits to purchase tickets
- Win Prizes: Random winner selected when sold out
Is LabCash legal?
Yes, LabCash operates as a legal skill and chance competition platform that complies with UK consumer protection laws. We use free postal entry routes which means no gambling licenses are required, and participants can enter competitions without payment by sending a postcard to our registered address.
Who can participate?
- Must be 18 years or older
- Must be a UK resident (international expansion planned)
- Must have a valid payment method
- Must agree to terms and conditions
- Beta Access: Account must be approved during beta phase
Why is my account pending approval?
LabCash is currently in beta, and all new accounts require manual approval. This helps us:
- Maintain platform quality and security
- Prevent fraud and ensure fair play
- Build a trusted community
- Provide the best experience for all users
Approval typically takes 24-48 hours. You'll receive an email once approved.
Credits and Payments
How do I buy credits?
Visit the "Buy Credits" page and choose from:
- Preset packages: £10, £25, £50, £100 with bonuses
- Custom amounts: £5 to £5,000 with 5% bonus over £200
- Secure payment: Processed through our Payment Provider
What payment methods do you accept?
- Credit Cards: Visa, Mastercard, American Express
- Debit Cards: UK and international cards
- Digital Wallets: Apple Pay, Google Pay (coming soon)
- Bank Transfer: For large amounts (contact support)
Do credits expire?
No, credits never expire. They remain in your account until used for competition entries.
Can I get a refund on credits?
Credits are non-refundable once purchased. However, you can use them for any available competition at any time.
What is the 5% bonus?
Any purchase of £200 or more automatically receives 5% bonus credits:
- £200 → £210 total credits
- £500 → £525 total credits
- £1,000 → £1,050 total credits
Competitions
How are winners selected?
Winners are chosen using cryptographically secure random number generation when all tickets for a competition are sold. This ensures completely fair selection.
Can I buy multiple tickets?
Yes, you can purchase up to 100 tickets per transaction. Each ticket gives you an equal chance of winning.
When do competitions end?
Competitions run until all tickets are sold. There are no time limits - only ticket availability limits.
What if a competition doesn't sell out?
All competitions are designed to sell out based on prize values and ticket pricing. If a competition doesn't sell out within a reasonable time, we may reduce the ticket limit.
Can I see who else has entered?
For privacy reasons, we don't show individual entries. You can see the total number of tickets sold and remaining.
Prizes and Delivery
Are prizes genuine?
Yes, all prizes are brand new, authentic products sourced from authorized retailers with full manufacturer warranties.
How long does delivery take?
- UK Delivery: 2-5 business days
- International: 5-14 business days (select countries)
- Free Shipping: All shipping costs covered by LabCash
What if I'm not home for delivery?
Deliveries require signature confirmation. If you're not available:
- Delivery attempt made
- Collection card left
- Arrange redelivery or collection
- Full tracking provided
Can I choose a different delivery address?
Yes, you can specify any UK address for delivery when you win. The address doesn't need to match your account address.
What happens if a prize is damaged in transit?
All prizes are fully insured during shipping. If damaged:
- Report damage immediately
- Provide photos of damage
- Replacement arranged at no cost
- Full support throughout process
Account and Security
How do I reset my password?
- Click "Forgot Password" on login page
- Enter your email address
- Check email for reset link
- Create new password
- Confirm new password
Why do I need to verify my account?
Verification helps us:
- Prevent fraud and ensure fair play
- Comply with regulatory requirements
- Increase your purchase limits
- Provide VIP features
Is my personal information safe?
Yes, we use bank-level security:
- SSL Encryption: All data encrypted
- PCI Compliance: Payment card security standards
- Data Protection: GDPR compliant
- Regular Audits: Security assessments
Can I close my account?
Yes, you can close your account at any time by contacting support. Note that unused credits cannot be refunded and will be forfeited.
Technical Issues
The website isn't loading properly
Try these steps:
- Clear Browser Cache: Remove stored data
- Try Different Browser: Chrome, Firefox, Safari, Edge
- Check Internet: Ensure stable connection
- Disable Extensions: Turn off ad blockers temporarily
- Contact Support: If issues persist
I can't complete my payment
Common payment issues:
- Card Declined: Contact your bank
- Insufficient Funds: Check account balance
- International Cards: Some restrictions may apply
- Security Blocks: Bank fraud protection activated
My credits aren't showing
If credits don't appear after payment:
- Check Email: Look for confirmation email
- Refresh Page: Hard refresh browser
- Check Payment: Verify charge on card statement
- Contact Support: We'll investigate immediately
Competition entry failed
If you can't enter a competition:
- Insufficient Credits: Check your balance
- Competition Full: All tickets may be sold
- Technical Issue: Try refreshing and retry
- Account Issue: Verification may be required
Support and Contact
How do I contact support?
- Email: support@labcash.com
- Live Chat: Available 9 AM - 6 PM (weekdays)
- Help Center: Online knowledge base
- Response Time: Within 24 hours
What information should I include in support requests?
- Account email address
- Detailed description of issue
- Screenshots if applicable
- Error messages received
- Browser and device information
When is support available?
- Email Support: 24/7 (responses within 24 hours)
- Live Chat: Monday-Friday, 9 AM - 6 PM GMT
- Emergency Issues: Critical problems handled immediately
- Holidays: Limited support during UK bank holidays
How quickly are issues resolved?
- Simple Issues: Same day resolution
- Payment Problems: Within 24 hours
- Technical Issues: 1-3 business days
- Complex Cases: Up to 7 business days
Responsible Participation
What if I'm spending too much?
We provide tools to help:
- Spending Limits: Set daily/monthly limits
- Self-Exclusion: Temporary account suspension
- Cool-Off Periods: 24 hours to 6 months
- External Support: Links to financial support organizations
How do I set spending limits?
Contact support to set:
- Daily purchase limits
- Monthly purchase limits
- Competition entry limits
- Session time limits
Signs of excessive spending
Watch for these warning signs:
- Spending more than you can afford
- Making purchases beyond your budget
- Neglecting responsibilities
- Hiding spending from family/friends
- Feeling anxious about competition results
Where can I get help?
UK Financial Support Organizations:
- StepChange Debt Charity: 0800 138 1111
- Citizens Advice: www.citizensadvice.org.uk
- Money Helper: www.moneyhelper.org.uk
- National Debtline: 0808 808 4000