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

Deposit

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

Withdrawals

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

Source of Funds

Source of Funds

Promotions

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

Lotteries

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

Casino

My game is not loading or is not responding What are freespins and how do I use them? What do I do, if I get disconnected from a game? How to Play Your Favourite Games What are stake limits? Why can’t I increase my stake limit? What are the new maximum stakes for online slot games? Do new maximum stake limits apply to all casino games?

Sport

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

Safer Gambling

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