Lotto regulator sees low complaint count

The National Lottery operator agreed to change the script for its Telly Bingo gameshow after regulators flagged concerns about specific language. The Regulator of the National Lottery requested the removal of phrases such as easy money and giving away lots of cash from the program. The operator accepted the change promptly. The regulator stated that using such terms could mislead viewers and trivialize the nature of the product. Prizes are awarded through a random draw to participants who purchase a €2.50 ticket, rather than being given away for free to everyone.

The regulator received fewer than 30 complaints in 2025. Its annual report lists 28 total complaints submitted to the office. Ten of these complaints concerned the online experience. Seven were related to game design. Five involved the information provided to players. Another five were complaints about retailers. One complaint was deemed unrelated to the lottery entirely.

The regulator also reviewed the marketing emails sent to Lotto account holders. These emails are sent only when players explicitly opt in. The operator monitors player activity for risk indicators suggestive of problem gambling. It then sends a responsible play communication to encourage players to reflect on their spending. The regulator noted that the operator routinely disabled marketing emails when certain risk indicators were detected. The regulator recommended disabling these emails for longer periods for this group of players. The operator agreed to the recommendation.

Online controls available to players include spending limits, self-exclusion, and third-party support services. The regulator wrote that interactions can escalate to a phone call. Where needed, the process can lead to the exclusion of a player.

The National Lottery donated nearly €240 million to its good causes programme in 2025. This amount supports community initiatives, charities, and public services. The donation represents a 1 percent increase from the previous year. Sales of national lottery tickets amounted to €871 million last year. This figure is up 1.8 percent from €855 million in 2024. Online sales accounted for nearly one in five purchases, totaling €155 million.

The regulator’s financial accounts for the 2025 financial year show the organization accrued €1.82 million in income. Administrative costs totaled €1.61 million. This left the organization with a €210,000 operating surplus. Retained earnings stood at €3.53 million at the end of the year.