Resolving a complaint
Not happy with something? Here's how to raise it with us, escalate to IBAS for independent adjudication, and contact the Gambling Commission.
1. Contact our support team
The fastest way to resolve an issue is to contact Lottofy support directly via the contact form, email or live chat. We aim to acknowledge every complaint within 24 hours and provide a final response within 8 weeks, as required by the UK Gambling Commission.
2. Independent adjudication — IBAS
If you are unhappy with our final response, or after 8 weeks without one, you can refer the complaint to IBAS (the Independent Betting Adjudication Service), our designated ADR provider. IBAS is free for players and their decision is binding on Lottofy.
- Website: ibas-uk.com
- Phone: +44 (0) 20 7347 5883
3. UK Gambling Commission
The Gambling Commission does not investigate individual disputes, but you can report concerns about an operator's conduct. They use this information for regulatory oversight.
- Website: gamblingcommission.gov.uk
- Address: Victoria Square House, Victoria Square, Birmingham B2 4BP
- Phone: +44 121 230 6666
- Email: communications@gamblingcommission.gov.uk
Contracts between Lottofy and UK players are governed by the laws of England and Wales.
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