MyClubLottery - COMPLAINTS

V5 – updated 15th November 2016

 

In the event of a draw not taking place due to unforeseen circumstances, it will take place at the next earliest convenient time and monies honoured.

We are committed to supporting a responsible gaming environment and providing you with the best possible customer service at all times. However, we recognise that there may be an instance when something goes wrong or when a customer may wish to complain.

We take complaints seriously and endeavour to solve any problem in a prompt and fair manner.  If you find that you have cause to complain about your experience with us, please follow our complaints procedure below:

Complaints Procedure

  • Firstly, use our systems Contact Support email.  Lottery Administrators are online and ready to assist you in resolving any issue.  On the home page of our MyClubLottery Site there is a Contact Support Section.  Your message will be relayed to our admin team and a reply sent to your email address, which we hope will resolve your issue.
  • Secondly, if you are still unable to find a resolution to the issue, then please contact the team at Lottery Solutions in writing and send your complaint to:

email:  enquiries@lotterysolutions.co.uk  or admin@myclublottery.co.uk

 

My Club Lottery Complaints Dept

c/o Lottery Solutions

Ribble Court, Mead Way

Padiham, Burnley

BB12 7NG

Your complaint may be passed on to Total Gaming Solutions Ltd who provide consultancy advice to certain lotteries on our system, or to the relevant Lottery Owner, if applicable.  We aim to support all players in the MyClubLottery site to the best of our ability and will assist you following through your issue.

  • Finally, if a complaint is still not resolved to your satisfaction after following our complaints procedure you may refer the matter to:

 

THE INDEPENDENT BETTING ADJUDICATION SERVICE (IBAS)

PO BOX 62639

LONDON

EC3P 3AS                   Tel: 020 7347 5883

 

Email: adjudication@ibas-uk.co.uk

 

IBAS will provide you with an independent, impartial and confidential service.

It is a criminal offence to play in any Lottery if you are under 16 years.

All advance paying customers funds are protected.

We aim to be as transparent as possible in all our dealings, but on occasions we have been known to make the odd slip up!  We are only human after all.

If you feel we have not provided you with sufficient information for you to make an informed decision – please let us know, and we will do our best to rectify the situation.

www.gamblingcommission.gov.uk

www.gambleaware.co.uk

www.ibas-uk.com

www.gamcare.org.uk

 

 

Click to download this document in PDF format