LottoGo called me a "true problem gambler" and threatened to report me to the police

[sponge2025]

Hi everyone,

I’m genuinely shocked and not sure what to do next, so I’m hoping someone here can help or advise me.

I recently contacted LottoGo to raise a serious issue around responsible gaming. I've had an account with them that's fully verified but I've been with gamstop for 4+ years. I told them and gave them by gamstop reg document and they began this argument over mis-matched data (it all matched with gamstop except my phone and email)

After reviewing my account, they’ve now refunded the deposits I made using my business debit card (around £680). that I had to make them aware of in the first place, but the email they sent was unbelievable. They said the refund was a “gesture of goodwill” because I’m “a true problem gambler,” accused me of providing misleading information when it's literally identical, and even said that my actions “might be determined as fraud by misrepresentation,” warning they might report me to the police.

They still refuse to refund the rest of my deposits (£320 made with my personal debit card), even though all my details (surname, DOB, and full address) match my GAMSTOP record exactly.

This whole situation has really shocked me. I used my correct personal details, verified my account with my passport and bank statement, and yet they’re acting like I tried to deceive them, while they’re the ones who seem to have failed to do any kind of checks?!

Has anyone experienced anything similar with LottoGo??

Can they really threaten police action when I’ve done nothing wrong?

Any advice or next steps would be massively appreciated.

[cocopop3011]

1 hour ago, sponge2025 said:

 

Hi everyone,

I’m genuinely shocked and not sure what to do next, so I’m hoping someone here can help or advise me.

I recently contacted LottoGo to raise a serious issue around responsible gaming. I've had an account with them that's fully verified but I've been with gamstop for 4+ years. I told them and gave them by gamstop reg document and they began this argument over mis-matched data (it all matched with gamstop except my phone and email)

After reviewing my account, they’ve now refunded the deposits I made using my business debit card (around £680). that I had to make them aware of in the first place, but the email they sent was unbelievable. They said the refund was a “gesture of goodwill” because I’m “a true problem gambler,” accused me of providing misleading information when it's literally identical, and even said that my actions “might be determined as fraud by misrepresentation,” warning they might report me to the police.

They still refuse to refund the rest of my deposits (£320 made with my personal debit card), even though all my details (surname, DOB, and full address) match my GAMSTOP record exactly.

This whole situation has really shocked me. I used my correct personal details, verified my account with my passport and bank statement, and yet they’re acting like I tried to deceive them, while they’re the ones who seem to have failed to do any kind of checks?!

Has anyone experienced anything similar with LottoGo??

Can they really threaten police action when I’ve done nothing wrong?

Any advice or next steps would be massively appreciated.

Hmmm, interesting one. So why have they said they’re only issuing a partial refund. Have they give a reason? 

[sponge2025]

On 11/6/2025 at 10:57 PM, cocopop3011 said:

Hmmm, interesting one. So why have they said they’re only issuing a partial refund. Have they give a reason? 

Hey, apologies for the delay responding! They haven't, no. I did reply explicitly requesting the rest to be refunded but they only replied yesterday ignoring everything I'd said in my email response and instead saying they tried to call me last Friday but couldn't get through and to explain why, and also to reiterate that my mobile number and email are the reasons why they couldn't make a match with Gamstop (again, my full name DOB and full address all match).

[cocopop3011]

On 11/11/2025 at 12:16 PM, sponge2025 said:

Hey, apologies for the delay responding! They haven't, no. I did reply explicitly requesting the rest to be refunded but they only replied yesterday ignoring everything I'd said in my email response and instead saying they tried to call me last Friday but couldn't get through and to explain why, and also to reiterate that my mobile number and email are the reasons why they couldn't make a match with Gamstop (again, my full name DOB and full address all match).

So have you spoken them again after the missed the call?

[PlumBat]

My take: stay calm, keep all correspondence, and don’t respond in anger. You could escalate through official channels contact your bank regarding the disputed deposits and consider filing a formal complaint with the UK Gambling Commission. They handle cases where operators ignore responsible gambling measures or treat customers unfairly.