UK Couple Let Down by Lottery App


An app glitch with involving the sale of a lottery ticket left one UK couple devastated just before Christmas.

55-year-old Edwina Nylan and her husband, 60-year-old David, purchase their lottery tickets using their online Camelot lottery account via the Lottomobile app. A GBP 35 million lottery jackpot was up for grabs on December 23rd and the pair went for their app to buy a ticket as they normally do but receive a response that their lotto account was short on funds. The added funds to the account and proceeded to purchase a ticket with the numbers 01 - 02 - 04 - 19 - 28 – 41, which subsequently won.

They called Camelot, and you can imagine the excitement, to claim the win but they were told that their ticket purchase wasn't completed despite the Edwina and David's claims that it had gone through.

"I rang customer services at Camelot and the person I spoke to said they could see from their records that we had intended to buy those numbers but they said the purchase did not go through because we only had 60p in our account," Edwina said.

"We had tried to top up the account, and hadn't realised that it hadn't registered either.

"You get an email to confirm your purchase, but I didn't remember to check because it was just before Christmas and I was so busy.

"Camelot has now told me they are looking into it with their IT department."

Camelot confirmed the several attempts by the pair to purchase a ticket and that a member of their customer service team was in contact with Edwina twice on December 24th.

"The player did attempt to purchase an online Lotto ticket multiple times on December 23 from 7pm onwards (the cut-off to buy tickets is 7.30pm), however there were insufficient funds in the player's account - so the attempted purchases were not successful.

"The player would have received an error message on every occasion confirming this.

"We do not have any record of the player attempting to add funds to their account, nor would anyone from our customer services team have any visibility of the numbers that the player attempted to purchase because that level of detail wouldn't be shown on the screen in front of them.

"When anyone successfully purchases a ticket on the Lottery website they will see a purchase confirmation screen, receive an email confirming their purchase and be able to see the ticket in their National Lottery online account.

"Only tickets that have been successfully purchased can be entered into the draw.

"So it is up to players to ensure that they have adequate funds in their account to complete a ticket purchase."

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