Refusal to Scan Valid PowerBall Tickets – Breach of Consumer Rights

To:

The Management

Ithuba National Lottery Head Office Subject: Formal Complaint: Refusal to Scan Valid PowerBall Tickets – Breach of Consumer Rights Dear Sir/Madam, I am lodging a serious complaint regarding the unacceptable treatment I have received when attempting to validate and claim my PowerBall tickets. On multiple occasions, at Pick n Pay, Checkers, and Spar, I presented a stack of valid PowerBall tickets for scanning. Each store refused to process my tickets, stating that the lottery machines are “too slow” and that scanning all of my tickets would “take too much of their time.” I was therefore denied my right to validate my winnings. This conduct is not only unprofessional but also constitutes a breach of duty by Ithuba and its appointed retailers. Retailers who choose to participate as National Lottery vendors are legally bound to provide the full lottery service, which includes validating all tickets — not selectively or at their own convenience. I would like to highlight the following: I have valid winnings across my tickets, and I was effectively prevented from claiming my rightful prizes. This refusal amounts to a violation of my consumer rights under the Consumer Protection Act, which guarantees fair access to services paid for. The excuse of “machines being too slow” is unacceptable. If Ithuba’s systems cannot cope with volume, this is a systemic failure that must be urgently addressed. I therefore demand that Ithuba: Investigate this matter immediately and hold all non-compliant retailers accountable. Enforce strict compliance with the requirement to scan all valid tickets without exception. Provide an alternative and efficient solution for customers with multiple tickets, such as a bulk-scan service, a dedicated counter, or a central verification process. Confirm how I can now have my current tickets scanned and winnings processed without further obstruction. If this issue is not rectified promptly, I will have no choice but to escalate my complaint to the National Consumer Commission (NCC) and other relevant regulatory bodies, as this denial of service infringes on my consumer rights. I trust Ithuba will treat this matter with the seriousness it deserves. Please provide a written response within 7 business days, outlining the corrective measures that will be taken. Yours faithfully,