Resolving a complaint
Not happy with something? Here's how to raise it with us, escalate to the regulator and use independent dispute resolution.
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 resolve it within 7 days.
Please include your account email, what happened and any reference (ticket number, transaction ID). The more detail, the faster we can help.
2. Independent dispute resolution (ADR)
If you are not satisfied with our final response, you can escalate the matter to our designated alternative dispute resolution (ADR) provider, free of charge. Their decision is binding on Lottofy. Contact details for the ADR provider are available on request from our support team.
3. Malta Gaming Authority
Independently of any ADR process, players can raise a player concern directly with the Malta Gaming Authority via their Player Support Unit.
- Website: mga.org.mt
- Player Support: [email protected]
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