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FAQS

Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to frequently asked questions. If you don't find what you're looking for, you can ask our chatbot , which is available 24 hours a day, 7 days a week, to help with other questions. Alternatively, you can also send us a message or contact us via live chat.

What can we help you with today?

Account

How can I reopen my account? Can I hold multiple accounts at Lottoland? How can I reset my password? I have reached my Net Loss Limit, what do I do? How can I register an account? How can I close my account? I have relocated outside of the UK and now I cannot access my Lottoland account Can you delete my personal information? How do I update my marketing preferences? Login and 2 Factor Authentication Why are you asking for documents, didn't you verify me when I registered? How can I see my transaction history? Can I change the currency in my account? How long does it take to verify my account? My account is closed; how do I resolve this? Which documents do you accept for account verification? How do I update my personal details?

Deposit

Which payment methods can I use? How do I add a new deposit method? How do I make a deposit? Where do I find my CVV/CVC code? Why hasn't my deposit been credited to my account yet? My deposit has been declined; how do I resulve this?

Withdrawals

Why can't I withdraw? Which payment methods can I use to withdraw?

Lotteries

I want to cancel a lottery bet, what do I do? How do I view Lottery results? I want to know more about Lottoland's Lottery What is the difference between quick buy and add to cart? How do I view my lottery bets? What is Lotto x5? How can I cancel my lottery subscription? How Does the Irish Lotto Jackpot Cap Work? How do I understand if my Syndicate bet won and if the payout is correct? What are the special lottery features? El Gordo Christmas Lottery

Casino

My game is not loading or is not responding What do I do, if I get disconnected from a game? What are freespins and how do I use them? How to Play Your Favourite Games

Sport

I placed a sportsbook bet, can I cancel it? Why is Cash Out unavailable? How do I place a sportsbook bet? What is Cash Out and how do I use it? How do I use my freebet? Why has my bet not been settled?

Promotions

Where can I find the current promotions? How can I claim my promotion or Free Spins? My Promotion hasn't been credited Bonus wagered however winning funds not showing in my balance. How do I update my marketing preferences?

Source of Funds

Source of Funds

Safer Gambling

Can I cancel my Self Exclusion/Time Out? I have a concern about my gambling, how do I contact your Safer Gambling Team? How can I set and change my deposit limits? What is GAMSTOP? Which Safer Gambling Touls do you offer?