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Help Centre / Responsible Gambling
  • I am worried about my gambling – what can I do?

    As a responsible operator, we take our social responsibility very seriously. If you have any concern regarding your gambling behaviour, please refer to our Responsible Gambling Policy, which you can get to via the link in our website footer. You may utilise any of our player protection tools to help you stay in control, or seek professional advice and help using the details published on the page.
  • Where can I get more information on how to gamble responsibly?

    In addition to the information provided in our Responsible Gambling Policy, which you can reach via the link in our website footer, there are also various independent organisations that provide professional help and advice for gambling problems. These include, GamCare, GambleAware and Gambling Therapy, amongst others.
  • What player protection does LottoGo offer?

    We offer the following player protection options: Reality Check, Deposit Limit, Time Out and Self-Exclusion.
  • What is Self-Exclusion?

    Self-Exclusion is a formal process which allows you to stop yourself from gambling for a minimum period of six months. At LottoGo, you may self-exclude for a period of either six months, one year, two years, five years or permanently. You will not be allowed to access your account during the exclusion period. Access to your account will only be granted after the exclusion period has expired AND provided that a request for account reactivation is made with our Member Support team.

    A ‘cooling off’ period of 24 hours will be applied following your request for account re-activation before you are able to access your account and our services. If you have applied for permanent exclusion, your player account will be permanently blocked with no reactivation possible.
  • How can I self-exclude?

    Sign in to your LottoGo player account, tap ‘View My Account’, and then ‘Account Details’. Select ‘Responsible Gambling’ from the menu and follow the instructions on screen.
  • Can I change my mind after I have applied Self-Exclusion on my account?

    When applied to your account, Self-Exclusion can only be removed after the expiry of the exclusion period. You will not, under any circumstances, be allowed to remove the Self-Exclusion applied or reactivate your account before the end of the exclusion period. You will also not be allowed to open a new player account.
  • What is Time Out?

    Time Out allows you to take a short break from our services for either 24 hours, one week, one month or six weeks. You will not be allowed to access your player account during the Time Out period. Access to your account will only be granted after the Time Out period has expired AND provided that a request for account reactivation is made with our Member Support team.
  • How can I apply Time Out?

    Sign in to your LottoGo player account, tap ‘View My Account’, and then ‘Account Details’. Select ‘Responsible Gambling’ from the menu and follow the instructions on screen.
  • Can I change my mind after I have applied Time Out to my account?

    You will not, under any circumstances, be allowed to remove the Time Out applied or reactivate your account before the end of the exclusion period. You will also not be allowed to open a new player account.
  • What is Reality Check?

    Reality Check enables you to set a ‘timer’ on your account as a reminder as to how long you have been signed in to your player account. You can choose to receive a reminder on your screen every one hour, two hours, three hours, four hours or six hours. Your Reality Check setting can be changed or removed at any time.
  • How can I apply Reality Check?

    Sign in to your LottoGo player account, tap ‘View My Account’, and then ‘Account Details’. Select ‘Responsible Gambling’ from the menu and follow the instructions on screen.
  • Can I change my mind after I have applied Reality Check to my account?

    Yes, you may change or remove your Reality Check setting at any time.
  • What is Deposit Limit?

    Deposit Limit allows you to set a maximum value on the amount of funds added to your LottoGo player account over a period of seven or 30 days. An increase to your Deposit Limit amount and/or a reduction in its duration will be subject to a minimum wait of seven days and a 24-hour cooling-off period following the request. A reduction to your Deposit Limit amount and/or an increase in its duration can be made without any minimum wait and will take effect immediately.
  • How do I set or change my Deposit Limit?

    Sign in to your LottoGo player account, tap ‘View My Account’, and then ‘Account Details’. Select ‘Responsible Gambling’ from the menu and follow the instructions on screen.
  • Will you still send me marketing communications when I’ve selected a Self-Exclusion or Time Out?

    No, we will not send you any marketing materials during the period of your Self-Exclusion or Time Out. Please note, however, that it may take up to two (2) business days from your application for marketing materials to cease. We will continue to withhold marketing communication to you following the expiration of the Self-Exclusion/Time Out period, unless you specifically request to receive them.
  • I have requested a Self-Exclusion or Time Out – what happens to the funds in my account?

    If there are any funds remaining in your LottoGo player account, please contact our Member Support team, who will assist in returning the funds back to the payment method registered on your account.
  • I have applied player protection to my LottoGo account – does it automatically apply to my other player accounts registered on other websites operated by Annexio Limited?

    We regret that application of player protection to your LottoGo account currently does not automatically apply to your other account(s) registered via other website(s) owned and/or operated by Annexio Limited. Please sign in to each of those accounts to apply the changes accordingly, or contact our Member Support team, who will be able to assist further.
  • Does applying a Self-Exclusion or Time Out to my account protect me with other gambling operators?

    We regret that the application of Self-Exclusion or Time Out to your LottoGo account currently does not extend to your accounts registered with other gambling operators. We strongly encourage you to consider applying Self-Exclusion and/or Time Out to accounts that you may have with other gambling operators.