Retailers complain of glitches with new Lottery system

Retailers say technical glitches with the new National Lottery ticket terminals are disrupting trade and proving a headache for staff.

They also claim technical support promised by the new company in charge of the lotto franchise is inadequate.

About 3,700 new ticket terminals, supplied by Greek gaming firm Intralot, were installed late last year by the operator, Premier Lotteries Ireland (PLI), as part of the switchover to a new technology platform.

However, retailers claim they are being plagued by frequent system crashes and that the new machines are failing to scan barcodes correctly, causing delays in shops.

They also claim the response times from PLI’s technical helpdesk are too slow and that some calls are going unanswered.

Retailers’ representatives have held several meetings with PLI in recent days in an attempt to address the issues on foot of complaints by shopkeepers.

One industry source said: “The terminals are continually breaking down and they’re not doing the work they’re supposed to do in an efficient fashion.”

He also claimed the cameras in the machines were frequently failing to read the barcodes, and this was proving a major headache for staff in shops.

Retailers are tolerant of a “few hiccups” given the tricky nature of the changeover, but “this situation is far beyond that,” he said.

One retailer had suffered 50 system crashes since the machines were installed in his shop. Others said they were rebooting the machines themselves because of the slow response times from the PLI’s dedicated helpdesk.

PLI declined to comment, saying it needed more time to investigate the allegations.

Lottery retailers are also said to be unhappy with the new operator because they have not yet been reimbursed for tickets bought under the previous system, which became defunct in early December.

After winning the licence, the PLI consortium, comprising An Post and the Ontario Teachers' Pension Plan, owners of UK operator Camelot, hired Greek firm Intralot to overhaul the lottery's aging technology platform.

The company has supplied the franchise with a new central hardware and software system as well as 3,700 new ticket terminals for its 1,500-strong retail network.