How do I raise a formal complaint?If you wish to raise a formal complaint, please email our Member Support team on [email protected]. To help us address your complaint as quickly as possible, please include the word ‘complaint’ in the subject line of your email. We endeavour to respond to your complaint within one business day.
How can I close my account or remove my details from your website?If you would like to permanently close your account, please contact a member of our Member Support team using our Live Chat feature or by emailing [email protected].
In line with regulatory requirements and our license conditions, your personal and transaction details are retained securely on our database for 6 years following your account closure.
What information do you need from me if I make a complaint?To help us respond to your complaint, we require the following information:
- Your details - including your name, address, email address and telephone number, if applicable.
- If you are already a member, please provide your Member Number or the email address you use to sign in to your LottoGo account.
- Details of your complaint.
- If you have already complained to another regulator or authority, please provide details of who you have made the complaint to, and the outcome of your complaint.
What action will you take once I've made a complaint?All complaints will be acknowledged within 1 business day of receipt.
We'll review your complaint to assess the issues that have been highlighted and to determine what course of action is required. You will receive a response within 2 business days which will advise of the outcome of our investigation.
If your complaint requires a more complex investigation, we'll advise on the action that we're taking to resolve this, together with an expected timescale.
I’m still receiving marketing messages from LottoGo, despite unsubscribing. How do I complain?If you're still receiving any marketing communications from LottoGo after you've unsubscribed, please contact our Member Support team by emailing [email protected]. Please use the word ‘complaint’ in your email subject line, and also include your LottoGo account details, including your Member Number.
In order for us to identify the source of the marketing communications, please provide us with as many details as possible, including:
- The nature of your complaint
- Any supporting documentation (attachments/screenshots) of the original emails or text messages which may have been sent to you via one of our third-party affiliates.
We aim to respond within 2 business days.
I’m not satisfied with your response to my complaint - what are my options?If we are unable to resolve any disputes between us, you may refer the dispute to the Independent Betting Adjudication Service (“IBAS”) for adjudication if you are a resident in the United Kingdom. You may contact IBAS on 0207 347 5883 or [email protected], or use the Adjudication Form available on its website at http://www.ibas-uk.com.
For non-UK Players, you may raise the dispute with the Jersey Gambling Commission at [email protected], and/or Isle of Man Gambling Supervision Commission https://www.gov.im/gambling. The postal address of the Isle of Man Gambling Supervision Commission is: Isle of Man Gambling Supervision Commission, Ground Floor, St George’s Court, Myrtle Street, Douglas, Isle of Man, IM1 1ED. Where a dispute is referred to the Jersey Gambling Commission and/or the Isle of Man Gambling Supervision Commission, it will be dealt with according to the laws and dispute resolution processes specified by the JGC / IOMGSC.
Alternatively, you may use the European Online Dispute Resolution Platform for resolving the dispute if you live in the EU, by completing the relevant forms and questionnaires on the website http://ec.europa.eu/consumers/odr/. The website is managed by the European Commission and aims to help consumers and traders resolve disputes out-of-court.
Decisions made by an independent dispute resolution body will be final and binding and you will not have further recourse to the courts.
Any and all such interactions between the ADR and LottoGo shall take place via a Complaints Specialist. Any and all requests made by the ADR for evidence or information, whether written or oral, shall be answered within five (5) business days, subject to the approval and authorisation of the MLRO who shall ensure that said request is reasonable and pertinent given the nature of the Complaint. The cost of this service will be free to the complainant.