Lottery Payout Complaints Rise Under Allwyn
UKGC data shows a sharp increase in complaints about payout delays of over four weeks since the new operator took charge.
New data from the Gambling Commission reveals a significant rise in complaints about National Lottery payout delays. In its first three months, new operator Allwyn was the subject of seven complaints about delays over four weeks, compared to just two against former operator Camelot in the previous four years.
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Payout Delay Complaints Spike After Operator Change
New data released by the Gambling Commission (UKGC) reveals a significant increase in complaints regarding National Lottery payout delays since Allwyn became the new operator on 1 February 2024.
According to a Freedom of Information (FOI) disclosure, the UKGC received seven complaints from National Lottery winners who had waited more than four weeks for their prize money in the period from 1 February 2024 to 24 April 2024.
This figure stands in stark contrast to the number of similar complaints recorded against the previous operator, Camelot. Over the four full years from 2020 to 2023, the regulator received a total of just two complaints about payout delays exceeding four weeks.
What the Data Shows
For consumers, winning the lottery should be a straightforward and positive experience. Delays in receiving prize money can cause unnecessary stress and financial uncertainty. This data provides a key insight into customer service performance following the historic transition of the National Lottery licence.
The figures, provided directly by the UKGC, break down as follows:
Complaints Received by the UKGC for Payout Delays > 4 Weeks:
- Allwyn (1 Feb 2024 – 24 Apr 2024): 7 complaints
- Camelot (1 Jan 2024 – 31 Jan 2024): 0 complaints
- Camelot (1 Jan 2023 – 31 Dec 2023): 0 complaints
- Camelot (1 Jan 2022 – 31 Dec 2022): 1 complaint
- Camelot (1 Jan 2021 – 31 Dec 2021): 0 complaints
- Camelot (1 Jan 2020 – 31 Dec 2020): 1 complaint
Important Context and Significance
The Gambling Commission noted important context alongside the data. As an industry regulator, it does not act as an ombudsman to resolve individual disputes. Instead, it uses information from consumer complaints to monitor operator behaviour and inform its regulatory actions to ensure gambling is fair and safe.
The regulator also clarified that it does not systematically record payout delay times. The figures were compiled through a manual search of 'open text' fields in its complaints system, capturing only cases where a winner explicitly stated they had waited "4 weeks or longer". This means the total number of players experiencing delays could be higher.
While the absolute number of complaints is small, the sharp increase in just under three months of Allwyn's operation is a notable trend. It suggests potential teething issues with payment processes following the operator change. The data will likely be used by the UKGC to monitor Allwyn's performance and ensure it is meeting its licence conditions to provide an efficient and fair service to National Lottery winners.