NL Complaints Data
Request
Could you please provide me with:
The number of complaints made by National Lottery winners - both ticket and scratchcard - who have waited more than four weeks for payouts from Allwyn between February 1, 2024 and April 24, 2024.
The number of complaints made by National Lottery winners - both ticket and scratchcard - who have waited more than four weeks for payouts from Camelot between:
- January 1, 2020 and December 31, 2020;
- between January 1, 2021 and December 31, 2021;
- between January 1, 2022 and December 31, 2022;
- between January 1, 2023 and December 31, 2023 and
- between January, 1, 2024 and January 31, 2024.
Response
Thank you for your further request which has been processed under the Freedom of Information Act 2000 (FOIA).
In your email you have requested:
The number of complaints made by National Lottery winners - both ticket and scratchcard - who have waited more than four weeks for payouts from Allwyn between February 1, 2024 and April 24, 2024.
The number of complaints made by National Lottery winners - both ticket and scratchcard - who have waited more than four weeks for payouts from Camelot between:
- January 1, 2020 and December 31, 2020;
- between January 1, 2021 and December 31, 2021;
- between January 1, 2022 and December 31, 2022;
- between January 1, 2023 and December 31, 2023 and
- between January, 1, 2024 and January 31, 2024.
Firstly, it should be noted that the Gambling Commission are an industry regulator and not an ombudsman. Our role is to consider if a licenced operator, including the operator of the National Lottery, has breached their licence conditions and we will take regulatory action where appropriate. We do not become involved in or “act upon” individual complaints.
We use evidence from a range of places, including from gambling customers, to build cases against gambling businesses. Information provided to us helps inform our work to raise gambling industry standards and make gambling fairer and safer. Information drawn from complaints raised against operators may be used by the Commission to inform our regulatory approach and determine whether any action may be necessary.
A such, whilst we can confirm that some information falling within the scope of your request is held by the Gambling Commission, this is not information we are required to collect as part of our regulatory functions. More detailed figures may be held by Allwyn as the current operator of the National Lottery and Camelot as its predecessor.
In order to be of assistance, we have provided a table detailing the number of complaints that the Commission has received from winners who have waited more than four weeks for a payout.
Please note, the Commission does not keep a specific record of how long all complainants have waited for payouts, only the information volunteered by complainants. The information was therefore gathered manually through a search of ‘open text’ queries. The number of complaints identified was restricted to the open text queries that specifically stated the individual has waited 4 weeks or longer to receive their payout.
| National Lottery Operator | Date range | Number of complaints |
|---|---|---|
| Camelot | 1 Jan 2020 – 31 Dec 2020 | 1 |
| Camelot | 1 Jan 2021 – 31 Dec 2021 | 0 |
| Camelot | 1 Jan 2022 – 31 Dec 2022 | 1 |
| Camelot | 1 Jan 2023 – 31 Dec 2023 | 0 |
| Camelot | 1 Jan 2024 – 31 Jan 2024 | 0 |
| Allwyn | 1 Feb 2024 – 24 Apr 2024 | 7 |
Review of the decision
If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email.
Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.
If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission.
The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
Information Management Team
Gambling Commission
Victoria Square House
Victoria Square
Birmingham B2 4BP