One third of complaints to regulator of the National Lottery over difficulties playing games online
A total of 25 formal complaints were made by customers about the “online experience” since the start of 2015.
Although the overall number of complaints to the Office of the Regulator of the National Lottery (ORNL) are relatively small, there has been a steady growth in the number of cases since the regulator, Liam Sloyan, was appointed in November 2014.
Figures obtained by the Irish Examiner show that a total of 35 complaints were received in the first six months of this year, compared to 31 during all of 2015.
Complaints about the “online experience” relate to difficulties with the National Lottery’s website interface, games ceasing before they were completed and the transfer of funds to online accounts. The second biggest category of complaints related to “game design and price” which was the subject of 19 complaints.
Changes have been introduced in the past year to both the Lotto and Euromillions games which have seen the cost of playing increase, while the odds on winning jackpots have also lengthened.
One complaint related to a player expressing concern that they had used the same numbers repeatedly without winning a prize.
Other areas of complaint related to customers trying to claim scratchcard prizes after the game had expired and the lack of information provided by the National Lottery.
To date, the ORNL has not proactively drawn attention to the fact it handles complaints by the public about the National Lottery.
However, it is understood the regulator’s website will soon be revamped to streamline the complaint making process.
In more than half of all complaints, the ORNL considered that no further action was necessary and it dealt with the case directly.
It forwarded 29 cases to the National Lottery seeking further information and/or a response.
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