Contact & Complaints

This page explains how to contact Aetheria Media Holdings S.r.l. ("we", "us", "our") and how we handle complaints relating to the "England vs Argentina" conditional promotional giveaway (the "Promotion").

1. Who We Are

1.1. The Promoter and data controller for the Promotion is Aetheria Media Holdings S.r.l., Via S. Raffaele 1, 20121 Milano (MI), Italy.

1.2. We operate the Promotion and the Site, and we are responsible for handling enquiries, privacy requests, accessibility feedback, and complaints about the Promotion.

2. How to Contact Us

2.1. For all general enquiries, privacy requests, data-subject requests, accessibility feedback, and complaints, please use the contact form or data-request facility provided on this website.

2.2. When contacting us, please include enough detail for us to identify and respond to your matter, including:

- your full name;

- the email address used to enter the Promotion (if applicable);

- your entry reference (if you have one); and

- a clear description of your enquiry, request, or complaint.

2.3. Please do not send sensitive documents (such as identity documents or wallet details) unless we specifically request them through a secure channel. We will never ask you to send private keys or recovery phrases.

2.4. We may request additional information to verify your identity before processing certain requests or complaints, particularly those relating to personal data or prize claims.

3. Complaints Handling

3.1. We aim to acknowledge complaints promptly and to respond within the period required by applicable law. Our goal is to investigate fairly and keep you informed of the outcome.

3.2. When we receive a complaint, we will:

- acknowledge receipt;

- review the information provided;

- investigate the matter impartially;

- respond with our findings and, where appropriate, any remedial action; and

- keep a record of the complaint and outcome.

3.3. If we need more time to investigate, we will let you know and explain the reason for the delay and the expected timeframe for a final response.

3.4. We will treat complaints and complainants fairly, respectfully, and confidentially.

4. Escalation

4.1. If you are not satisfied with our response, you may be entitled to refer your complaint to a relevant consumer-protection or data-protection authority in your jurisdiction. Referring a complaint does not remove your other legal rights.

4.2. In the European Union, for example, you have the right to lodge a complaint with the supervisory authority in your country of residence. Contact details for EU supervisory authorities are available from the European Data Protection Board website.

4.3. Nothing in this section limits any mandatory statutory rights you may have under the law of your country of residence.

5. Fraud and Security Reports

5.1. To report suspected fraud, impersonation, phishing, or a security vulnerability, please use the contact facility on this website and mark the matter urgent.

5.2. When reporting fraud or security issues, please include:

- a description of what happened;

- the date and time;

- any email addresses, usernames, or wallet addresses involved;

- copies of suspicious messages (without clicking any links); and

- any other information that may help us investigate.

5.3. We treat fraud and security reports seriously and will take appropriate action, which may include reporting to law enforcement or regulators.

6. Accessibility and Language

6.1. If you need to contact us in an alternative format or language, please let us know and we will endeavour to accommodate your request, subject to our resources and capabilities.

6.2. The primary language of the Promotion and these notices is English. We may provide translations for convenience, but the English version governs in case of inconsistency.