Complaints Procedure

Lottomart aims to maintain fair, responsible, and transparent standards across all services. Feedback and concerns play an important role in maintaining service quality and regulatory compliance. Where dissatisfaction arises in relation to platform services or activities regulated by the Gambling Commission or the Government of Gibraltar, a formal complaint may be submitted for review.
This procedure explains how complaints are handled, the expected timeframes, and the options available if an issue remains unresolved.

Submitting a Complaint

Complaints should be raised as soon as possible after the issue occurs and no later than 6 months from the date of the incident. Early submission helps ensure accurate review and timely resolution.

Complaints are accepted by email only and should be sent to:
[email protected]

The subject line or message should clearly include the word complaint.

To support an efficient review, the following information should be included where applicable:

  • Full name and registered email address
  • Account number or player identification details
  • Date and description of the incident
  • Any supporting details relevant to the issue

An acknowledgement of receipt will be issued within 24 hours. Each complaint receives a unique reference number and is normally reviewed by the Player Experience team.

Complaint Review and Resolution

Each complaint undergoes a structured internal review. The aim is to provide a clear and reasoned response as soon as practical. Most matters resolve within the standard review period.

A substantive response is normally issued within 8 weeks from the date the complaint is received. Where resolution requires additional time, written confirmation will be issued within the 8-week period. That response will confirm one of the following outcomes:

  • The complaint has been resolved
  • A deadlock has been reached, and no further internal resolution remains possible

The final response marks the conclusion of the internal complaints process.

Independent Dispute Resolution

Where a deadlock applies, and the complaint relates to gambling services, referral to an independent Alternative Dispute Resolution provider becomes available at no cost. Approved ADR provider:

IBAS

Postal address: PO Box 62639, London EC3P 3AS, United Kingdom

IBAS reviews disputes relating to gambling transactions, account management, withdrawals, bonus application, and applicable terms.

The IBAS process includes submission review, evidence exchange, panel assessment, and issuance of a binding ruling where agreed in advance. Either party may request a review in line with IBAS procedures.

Other Resolution Options

For customers not registered or transacting in Great Britain, complaints may be referred to the Gibraltar Gambling Commissioner. Further guidance is available through official Government of Gibraltar resources.
The Online Dispute Resolution platform may also be used for cross-border complaints within the EU. Where this option is chosen, IBAS must be selected as the dispute body.
All complaints and dispute outcomes remain recorded in line with regulatory requirements. Copies of the Customer Complaints Procedure remain available within the Terms or upon request via email.

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