How do I make a complaint about the National Lottery?
Complaints in relation to the National Lottery can be made to the operator of the National Lottery, Premier Lotteries Ireland (DAC) (PLI). The National Lottery operator’s complaints procedure is outlined here. If you are seeking the following information, you should contact PLI directly:
a. How National Lottery games or draws are operated, including purchasing limits;
b. The results of games and how to claim and validate prize claims;
c. The time for claiming prizes and unclaimed prizes;
d. Responsible play protections and how to avail of them;
e. How National Lottery games are structured (e.g., odds of winning different prize amounts, how
to play different types of games);
f. The use of your personal data. (You can also contact the Office of the Data Protection
Commissioner for more information about this aspect); and
g. How National Lottery sales contribute to Good Causes.
h. How PLI is run and how it is owned and financed;
A complaint may also be filed with the office of the Regulator of the National Lottery (Office), should you believe there has been a breach the National Lottery Act or the licence to operate the National Lottery. The following are non-exhaustive examples of the types of complaints which this Office could deal with:
a. Entry into draws and the payment of prizes;
b. Account transaction (e.g., deposits, prize payments, refunds);
c. Responsible play: implementing your wishes, and action unilaterally taken by PLI;
d. Advertising content and direct marketing to you; and
e. Your experience with retailers (e.g., purchase of tickets, game results information, payment of
prizes, provision of receipts when you check results).
This Office consider the complaint from a regulatory perspective and will consider whether there has been any breach of the National Lottery Act or the licence to operate the National Lottery (Licence). This Office cannot influence or alter a decision that falls solely within PLI’s remit other than to ensure that PLI complies with the Act and the Licence. If you wish to complain to the Office can do so in writing either by e-mail to info@rnl.ie or the by post to
Regulator of the National Lottery
5 George’s Dock
International Financial Services Centre
Dublin 1
D01 X8N7
Your correspondence should outline the full details of the complaint. You may make a verbal complaint to this Office by telephoning 01-8727932. If a complaint is accepted by this Office, you will be provided with further written details of the complaints process (i.e., how it’s processed and the timelines involved). For verbal complaints, the Office will write to you confirming details of the complaint and any consent to furnish personal details to PLI.
All complaints are treated by this Office on a confidential basis and details of any complaint shall not be disclosed otherwise than in accordance with law. Upon receipt, the Office will consider whether any regulatory issues arise with respect to the complaint. If the Office considers that regulatory issues arise it will investigate the matter and ask PLI to explain its actions. After consideration of the relevant issues the Office may advise you that:
- It does not consider that the issue being complained of constitutes either a breach of the Act or the Licence.
- PLI proposes to address the subject matter of the complaint.
OR - The Office is taking further action.
Depending on the complexity of the matter this process may take some time. The Regulator of the National Lottery will respond to the complaint initially within 3 to 5 working days.
Depending on the complexity of the matter this process may take some time. The Office will respond to your complaint initially within 3 to 5 working days.
The right to file a complaint against PLI with the Office does not affect your right to seek redress in the courts. If you are unhappy with the manner in which the Office dealt with your complaint, please refer to the Customer Charter page for further details.
If you have a disability and need assistance in making a complaint, please contact our Access Officer who will assist you in making your complaint. Caroline Hayes, is the Access Officer and can be contacted at carolinehayes@rnl.ie or at 01-8727932