Mother slams National Lottery for ‘fobbing her off’ over missing £30 she won last year but has ‘still not received’

• Gemma Murray, 35, from Kirkby, Merseyside, won the money last October 
• But she claims she still hasn’t received the £30 after calling ‘100 times’ 

A mother is accusing the National Lottery of ‘fobbing her off’ after she failed to receive her lottery winnings.

Gemma Murray, 35, from Kirkby, Merseyside, won £30 last October but said she still hadn’t received the money after calling customer service ‘100 times’.

But the National Lottery said the money had been returned to her lottery account and the company which handles its debit card transactions has confirmed this.

The mother-of-one said she was told on Friday that the money ‘must be there but the bank has no evidence of it’.

Gemma Murray, 35, from Kirkby, Merseyside, won £30 last October but said she still hadn’t received the money after calling customer service ‘100 times’

Mrs Murray explained that she and her mother would play the lottery every month and last October she won £30, which she withdrew from her account but still hasn’t received.

She told the Liverpool Echo:  ‘I’ve spoken to the lottery and they said the bank could trace it but the bank can’t find any trace through any of my statements and National Lottery keep fobbing me off.

‘They told me last Friday it must be there but the bank has no evidence of it.’

But to trace the payment, her bank would need to contact them in writing – something her bank has said it can’t do.

Mrs Murray added: ‘It’s been an absolute nightmare, we’ve been back and forth and I’m constantly calling them and they are palming me off. 

‘I must’ve called 100 times and I’m at the point now where it’s not even the money, it’s the principle.’

She explained the point she was trying to make is ‘surely’ they have a ‘better way to deal with these issues’. 

A Camelot spokesman said: ‘WorldPay, the company that handles all our debit card transactions, confirmed that the funds that the player withdrew from her National Lottery account were successfully returned to her card-issuing bank.

‘Our customer care team has tried to contact the player a couple of times over the past few days, but has not been able to reach her.  

‘In the very small number of cases that we see, the funds are finally located at the bank’s end.’

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