Background Reading > Patron Complaints and Disputes

1. If a Player has a complaint, details of the complaint should be emailed to [email protected]


2. Lottoland will apply its best endeavours to resolve complaints which have been reported to it promptly.


3. In the case of any queries regarding any transaction, the Player may contact Lottoland at [email protected] with details of the query, which will be reviewed by Lottoland.


4. Lottoland will inform the Player that the dispute will be referred to the Board, and shall refer such dispute to the Board within 48 hours of having so informed the Player.


5. The Player may, however, of his/her own volition, refer a patron dispute to the Board for resolution.


6. If a dispute arises between a Player and Lottoland in relation to the liability of Lottoland to pay alleged winnings to the Player, and that dispute cannot be resolved between the parties, the dispute may be referred to the Western Cape Gambling and Racing Board (“the Board”) for resolution via:


• email to [email protected]
• facsimile transmission to +27 21 422 2603
• regular mail to the Chief Executive Officer at Western Cape Gambling and Racing Board, P O Box 8175, ROGGEBAAI, 8012, Republic of South Africa
Any final decision taken by the WCGRB shall be final and binding on both the Player and Lottoland and the WCGRB’s determination may on application be entered as a judgment in any court of competent jurisdiction.


7. The Board shall conduct an investigation into the matter and shall thereafter resolve the dispute and communicate the outcome to the parties.


8. If either Lottoland or the Player is not satisfied with the resolution of the Board, such party may, within 14 days of the date of the resolution, file a petition with the Board to hold a hearing to reconsider the resolution.


9. The Board shall hold such hearing and shall determine whether the original resolution of the dispute should be confirmed, set aside or amended in any way.