Lotery winnings not paid out as a matter of course - standard ABSA procedure

I play the Lotto, PowerBall and Daily Lotto through the ABSA app and have picked up that winnings are not paid out in the majority of cases. This is unacceptable. I do not check this normally as I expect a bank of the reputation of ABSA, who I have been with for over 40 years, to be fair and honest in this regard. I find it deeply shocking that this has not been the case.

I picked up that the winnings from the Daily Lotto, played through their app for the draw on the 29/03/2025 were not paid out in full so I decided to do an audit of my plays for the week and the following are the results noted.

Kindly note that I have not included the ticket reference numbers as that would be too onerous and I am sure that it would be a simple task for ABSA to be able to cross reference this.

Daily Lotto 29/03/3025 played three separate tickets

Results Two numbers correct – Paid Out Three numbers correct – Paid Out Three numbers correct – Not paid out – R18.70

26/03/2035 Three numbers correct – not paid out R19.40

29/03/2025 Lottery - Lotto Three numbers correct - not paid – R50.00 Four numbers correct - not paid - R84.60

Lotto Plus 1 Three numbers correct – not paid R25.00

26/08/2024 Power Ball + Three numbers correct - not paid – R11.90

25/03/2025 Power Ball Plus 1 number correct – being the power ball R5.00 not paid

Over a period of 5 days I have not received payouts of R214.60, how is this possible and how long has this going on for?

I need an answer from ABSA in this regard, I do not have the energy to go back through the years to try to ascertain what the extent of this is. I have been using your app for well over three years and carrying out a simple extrapolation, if the figure of R214.60 is an historical average then that would equate to unpaid winnings of ±R33,500 which is a substantial amount of money. I would have to assume that mine is not an isolated case, and this is happening to multiple customers using your application to play the lottery. Given that your customer base in 2024 was published as being 12.5 million, if we assume that less than 10% of your customers use your app to play the lottery every week then the figure becomes astronomical. I would say that 10% of you customers playing the lottery would be conservative given that 82% of South Africans play the LOTTO at least once a week.

If this is the general ABSA process to not pay out winnings then the mind boggles at the value of winnings not paid out.

I have addressed this to ABSA in writing sent to 5 different email addresses and have not even had an acknowledgment of receipt, abysmal customer service.

I would really be interested to know if other users have experienced the same issues