Making a complaint

Our complaints process

We believe in putting our customers at the heart of everything we do and if we are falling short of the mark, we welcome your input as an opportunity to make improvements.

Once we receive your complaint, we will acknowledge it, record it in our internal systems, and allocate it to appropriately trained staff to investigate and respond. Where appropriate, we may escalate your complaint internally, including to senior management, to ensure it receives a full and fair review. Lottoland will confirm its final decision on your complaint at the relevant stage of this process.

Please understand that we reserve the right to state our final position on complaints at any stage. For more information, please see our Terms and Conditions regarding complaints.

How to make a complaint

To submit a complaint, simply contact us via email at complaints@lottoland.co.uk. To make sure your complaint is addressed promptly and effectively, please mark your correspondence with the word "Complaint" in the subject line.

Once your complaint has been submitted, you will receive a reference number to help both parties refer to the matter over the course of its resolution.

Taking it further

Sometimes we're unable to resolve a complaint to a player's complete satisfaction.

If you're not satisfied with the outcome, you can raise your concerns with the alternative dispute resolution service IBAS.

IBAS

IBAS is an independent alternative dispute resolution service who will consider any case regarding betting or gaming transactions. Lottoland agrees to fully support any investigations IBAS choose to undertake. We will (in most cases save for manifest error by the adjudicator itself) adhere to any rulings they may subsequently make.

The most effective method for raising a dispute with IBAS is to complete an online form.

Learn more about IBAS