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常见问题解答

常见问题解答 / 账户和信息验证
  • Why do you need to verify my identity and account?

    As a highly regulated gaming operator, we must comply with all regulatory requirements. This means taking steps to identify and verify the identity of all our customers and accounts in order to be able to provide our services.

    The main reasons for verification are:
    1. Age: We must confirm that you're of legal age to gamble in your country. 🔞
    2. Self-Exclusion: We must check whether you've self-excluded from gambling. 🔓
    3. Identity: We must confirm that you are who you say you are. 👤
    4. Winnings: We must ensure all our pay-outs go to the right people! 💰


    You can read more about verification requirements the official website of the UK Gambling Commission here.
  • What documents do I need to provide?

    We require a copy of a document from each of the following categories:

    1. Identity Verification. A current, valid photo ID that clearly shows your name and date of birth:
    • - National identification card (front and back);
    • - Passport;
    • - Driver’s licence (front and back);
    • - Armed Forces ID card (front and back); or
    • - Other identification card issued by a government/known government agency or body (front and back).

    2. Address Verification. A recent statement (from within the last 3 months) clearly showing your name and address:
    • - Household utility bill (We're unable to accept mobile phone bills);
    • - Bank, building society, or card statement;
    • - Mortgage statement from a recognised financial institution;
    • - Local authority tax bill (e.g. council tax); or
    • - Tax document (e.g. tax assessment, notice of coding).

    3. Deposit Verification. Either of the following:
    • - An image of the front of the card that you use to make deposits to your LottoGo account: This image must clearly show your name, however for security purposes you may cover the 7th - 12th digits of your card number;
    • - A screenshot of your e-wallet or Paypal account, showing your name and account email ID.

    Enhanced Checks: In line with the regulations applied to all UK gambling providers, we may be required to conduct enhanced due diligence checks in order to verify your source of wealth/income, and to confirm that you are gaming safely with us. If you're asked for further documentation, this may include:
    • - Salary/pay slip;
    • - Bank statement showing the corresponding entry of salary/pay in your bank account; or
    • - Investment/asset portfolio issued by a recognised financial institution.

    Whenever we require any documentation from you, we'll email you the full details on what you'll need to provide. 📨

    Please ensure that all the documents you provide to us are clear, legible, and issued by the relevant authorised authorities/ organisations.
  • What if I don't provide you with the required documents?

    Verifying the identity of all customers is a regulation that all UK gambling companies must adhere to in order be able to provide their services.

    Until we can successfully verify your identity, we may either suspend access to your LottoGo account, and/or restrict further deposits or withdrawals.
  • What if I don't have the required documents?

    Don’t worry - other documents issued by authorised authorities may be accepted. We'll assess these on a case-by-case basis.

    Please get in touch with our team either by using the Live Chat on our site, or by emailing [email protected], who will be able to assist you.
  • I'd like to cover/redact some of the information on the required documents – will it still be acceptable?

    We understand that you may want to cover/redact some of the information on your documents before submitting them for verification.

    Depending on the type of documents you provide, the parts that must be visible are (where applicable):
    • - Your full name;
    • - Your date of birth;
    • - Your residential address;
    • - Your nationality;
    • - The first 6 and last 4 digits of the payment card number;
    • - The signature on the back of the payment card;
    • - The issue date and valid period of the payment card;
    • - The issuing authority of the payment card; and
    • - The relevant account number/s.
  • I'd like to change personal details on my account – do I need to provide any documentation?

    Your account security is crucial to us, and changing certain details on your LottoGo account will therefore require supporting documentation issued by an authorised authority.

    To change your registered name and/or date of birth, please provide a copy of a document relevant to your circumstances, which may include:
    • - A valid passport or national identification card and/or;
    • - A marriage/partnership and/or;
    • - A decree absolute/civil partnership dissolution certificate.

    To change your registered residential address, we'll require a copy of a utility bill or bank statement (dated within the last 3 months).

    If we can assist in any way, please get in touch with our team! You can either use the Live Chat on site, or email us on [email protected].
  • When do I need to provide the required documents to you?

    Once we've sent you a verification documentation request via email, please provide copies of the required documents to us within 7 days. You'll be able to easily upload your documents to us on our site using the link from the email, or simply by logging in, visiting your Account area and heading to 'Upload Documents'.

    As soon as we receive your documents, we aim to review them within 48 hours. Please ensure that all the documents you provide are clear and easy to read - the quicker we're able to complete the verification process, the quicker you're able to enjoy LottoGo! ✔

    If you'd like any assistance, please get in touch with our team who are always happy to help. You can either use the Live Chat on site, or email us on [email protected].
  • How should I provide my documents to you?

    Copies of all required documents may be uploaded instant and securely in the 'Upload Documents' area of the site. Once we request any documentation for your account, you can access this area either by using the link sent to you via email, or by heading over to your Account menu on the site.

    If you prefer, you may send your documents to us via email to [email protected], using the email address registered to your LottoGo account only.

    You may also send them via post to 'LottoGo c/o Annexio Limited, Fort Anne, South Quay, Douglas, Isle of Man, British Isles, IM1 5BU'. Please make sure that these are clearly marked as confidential and for the attention of the Compliance Department.
  • How will I know if my account and identity have been successfully verified?

    As soon as your verification is successful, we'll notify you via email. 👌
  • How do you ensure that the documents I provided to you are secure?

    Data protection and the privacy and security of all our players is of the utmost importance to us. We're registered with The Jersey Office of the Information Commissioner, and operate in full compliance with The Data Protection Act 2018.

    All your personal data (including documents) provided to us are securely processed and stored in a secure encrypted database, and we are ISO 27001 Information Security Certified.

    You can read more by heading over to our Privacy Policy here.
  • Can you delete my documents once my account and identity are successfully verified?

    As part of our operating license conditions and requirements under the General Data Protection Regulation 2018 (GDPR), we're legally obliged to securely retain the data and documents of players for a minimum of five (5) years after an account is closed. After this period, we are then able to delete them.
  • I've provided the required documents before, why have I been asked to provide them again?

    We may request you to provide verification documents again in the case that the either nature, volume, or the amount, of transactions made with your LottoGo account are flagged as varying significantly from your past transaction activity with us.

    Routine Checks: From time to time, we will check to ensure that all the verification documents we have for your account are still valid and up-to-date. We may therefore email you to request your most recent and valid documents.
  • I think I have been a victim of fraud. What do I do?

    Please contact our Member Support team immediately on [email protected], providing full details of the suspected fraudulent activity so that we can investigate it as soon as possible.

    As a precaution, we'll suspend access your LottoGo account and go through some initial checks with you. Based on our findings, we'll assess if any fraudulent activity has taken place.

    If fraud is suspected, we'll be able to refund any payments taken from your account. However, if we do not suspect that you've been a victim of fraud, we'll request for you to contact your bank directly and request that they contact us to discuss your account.