Verification is the identity check LottoGo carries out on your account. This guide explains what to have ready, what stands behind the steps above, and what to do when something does not go through. You will need Photo ID and Recent proof of address, so check that each file is clear and current before you start. The steps above take you from logging in to uploading your documents. The sections below cover what happens after you upload them and how to handle the common problems.
What the verification checks involve
The UK rules require every licensed operator to verify age and identity before a customer can deposit or play. That is the reason the check appears early in the process, and it applies to your LottoGo account in the same way. In practice the check uses the two documents listed above: a photo ID and a recent proof of address.
A photo ID should show your name, date of birth and photo clearly. A proof of address should show your current address. Use documents that are in your own name, because a file that belongs to someone else will not confirm your identity.
Enter your personal details carefully when you sign up, and match them to your documents. If the name or address in your account differs from the one on your files, the check can stall, and you may need to correct one or the other before it passes.
Timing depends on the documents you send and how complete they are. If a check is taking longer than you expected, contact support rather than sending the same files again. Do not expect the check to finish instantly, and do not start a withdrawal or deposit while it is still open.
If you plan to make a payment once your account is verified, the deposits guide explains the payment options. For cashing out, the withdrawal guide describes what to expect after a request.
18+ · T&Cs apply
When something goes wrong
A document is rejected
Most rejections come from files that are blurred, cropped or hard to read. Check that the whole document is in frame, that the text is sharp and that the document is still valid. Then upload it again. Do not send edited or altered files, because they are likely to be rejected and may delay the check further.
You cannot log in
Start with the login page and make sure you are on LottoGo's own website or app. If your password does not work, use the reset option on the login page. Keep the new password somewhere safe, and do not reuse one from another site.
A payment does not go through
If a deposit fails, check the payment details you entered and make sure the method is one that the cashier offers. Then try again. If the payment still fails, contact support with the time of the attempt and the amount, so the team can look at the same transaction.
A withdrawal is taking longer than expected
The steps above ask you to wait for confirmation before requesting a withdrawal. If your verification is still open, the request may not move forward until the check is finished. If you have been waiting for a long time after confirmation, contact support and quote the date of your request.
When to contact support
Use live chat for anything that is blocking your account, as it is the fastest channel the facts list. Support is open 24/7 (live chat). Email is also available if you want a written record. Have your account details and the documents you uploaded ready, so the team can check them without asking you to start again. The contact page lists the channels.
Keeping your account secure
Enter your password only on LottoGo's own website or app. Never enter it after following a link in a message, an email or a search result that you did not open yourself. A genuine request will never ask you for your password.
Upload documents only through your account or through the channels that support lists. Do not send files to people who contact you first, even if they say they work for LottoGo.
Keep your documents ready before you start the upload. Having a clear photo ID and a recent proof of address to hand means you can finish the process in one session, rather than leaving the check open while you search for files.
If you want to control how much you spend or how long you play, use the tools in your account and read the safer gambling information. Gambling should stay an entertainment you can afford, and the tools are there for that purpose.