Scratchcards

Rules for Scratchcard Games

Edition 12 (effective 1st February 2024)

Important Information

These Rules for Scratchcard Games (the “Rules”) contain contractual terms and conditions which are binding on You. Please read them carefully.

Your attention is specifically drawn to the following:

  • – You can only buy a Scratchcard from Allwyn’s authorised Retailers (see Rule 1.1).
  • – A Prize will not be paid to You unless and until the relevant Scratchcard has been validated by Allwyn in line with Rule 6.
  • – These Rules contain terms which limit or exclude Allwyn’s liability to You, including its liability to pay a Prize to You, in specified circumstances (see Rule 11).
  • – In certain situations, Allwyn may be required to make decisions which affect You, including whether or not to pay a Prize to You. Provided these decisions are made reasonably by Allwyn, they will be final and binding on You (see Rule 12.1).

The application of these Rules

These Rules apply when You play any National Lottery Scratchcard Game. Each Scratchcard Game also has its own Game Procedures that apply, and certain Scratchcard Games may also have their own Game Specific Rules that apply.

You can view all National Lottery Rules and Procedures for Scratchcard Games, and any applicable Game Specific Rules, on the National Lottery website at national-lottery.co.uk/scratchcards. The National Lottery Rules for Scratchcard Games are also available to view at Retailers. You can get copies of these documents by calling the National Lottery Line on 0333 234 50 50∞ (please see the Telephone Enquiries section for call charges) or by writing to The National Lottery, PO BOX 251, Watford WD18 9BR.

All words and phrases in these Rules that begin with a capital letter and have specific meaning are explained below or in Rule 15.

Contents

2. Your Responsibilities

2.1 You are responsible for keeping Your Scratchcard safe and in good condition. The Scratchcard must always be presented when claiming a Prize – if You don’t present the Scratchcard, the Prize won’t be paid (subject to Rule 8A). In certain circumstances and when claiming certain Prizes (for example in some Second Chance Draws), You may not be required to present Your Scratchcard. Allwyn will set out clearly in the relevant Game Procedures or Game Specific Rules for a Game if You aren’t required to present Your Scratchcard to claim a Prize, and will also set out what You are required to provide.

2.2 You are also responsible for claiming (and checking You receive) the full amount of any Prize You are entitled to.

2.3 Neither Allwyn nor any Retailer will be responsible for:

  • (a) loss, theft, mutilation, destruction or degradation of, or damage to, any Scratchcard; or
  • (b) any mistakes or omissions in respect of data recorded or not recorded on any Scratchcard; or
  • (c) any loss of whatever nature suffered or incurred by any person as a result of any of the above affecting the Scratchcard.
Back to the top

3. Ownership of Scratchcards

3.1 Only one Player can be the owner of a Scratchcard for the purposes of these Rules.

3.2 Subject to these Rules (in particular, but not only, the Validation Requirements and Rule 7.1(c)):

  • (a) if a name and address is written on the back of the Scratchcard, for the purposes of these Rules, the owner of the Scratchcard will be the person whose name and address is stated; and
  • (b) if no name and address is written on the back of a Scratchcard (and until the time that there is) the owner of that Scratchcard for the purpose of these Rules will be the person who holds the Scratchcard. However, if the Scratchcard has been sent to Allwyn by post for Prize payment (and there is, therefore, no person holding the Scratchcard), the owner will be the person who presented the Scratchcard for payment or, where a Prize Claim Form (or any other form issued by Allwyn) is required to be submitted, the person whose name is stated as the owner of the Scratchcard on that form.
Back to the top

4. Claiming a Prize

4.1 You can only claim a Prize if You are in possession of the Winning Scratchcard at the time of claiming (subject to Rule 2.1 and Rule 8A), You are not a person listed in any category in Rule 1.5; and:

  • (a) You bought a Winning Scratchcard in accordance with Rule 1; or
  • (b) You received a Winning Scratchcard as a gift from someone who bought it in accordance with Rule 1; or
  • (c) You received a Winning Scratchcard in a promotion or as a prize from Allwyn or, with Allwyn’s consent, from a Retailer or other authorised person or entity; or
  • (d) subject to Rule 8, You find a lost Winning Scratchcard.

However, if a name and address is written on the back of a Winning Scratchcard, then, subject to Rule 5.4, only that person can claim the Prize.

4.2 At Retailers that sell only Scratchcards, You can check whether You have won by using the player enquiry function on the player-facing Terminal (except that You may not be able to check at a Retailer if You have won in a Second Chance Draw). If Your Scratchcard is identified as a winner on the Terminal, the message may be visible to others around You so You should take care to ensure Your privacy. Your Scratchcard will still need to be validated in accordance with Rule 6 before a Prize can be paid and You will not be entitled to a Prize if, for any reason, Your Scratchcard is wrongly identified as a winner on the Terminal.

4.3 Prizes must be claimed before the end of the 180th day after the closing date of the relevant Game (or within any other period of time Allwyn states in the Game Procedures or Game Specific Rules for a Game that has a Second Chance Draw) and within the hours set out in Rule 4.4 (the “Claim Period”). Your entitlement to a Prize will be lost (and the Prize will not be paid) if a Prize is not claimed within the Claim Period.

4.4 See Rule 4.5 for how to claim Your Prize. If You are claiming:

    The table below sets out where and how Prizes can be claimed and paid

    (a) in person from a Retailer (for Prizes up to and including £500 only):

    The Scratchcard (subject to Rule 2.1) and, if required, a completed Prize Claim Form (or any other form Allwyn requires You to complete) must be received by the Retailer authorised to pay the Prize during the Retailer’s normal business hours and by no later than 11.00pm on the last day of the Claim Period;
    (b) in person from Allwyn for
    • Prizes over £50,000; and
    • any Prize up to and including £50,000 if You are not resident in the UK or Isle of Man at the time You claim Your Prize:

    • – You must phone the National Lottery Line during its opening times and within the Claim Period to arrange Your in person claim at a UK or Isle of Man location.
    • – The Scratchcard and a completed Prize Claim Form (or any other form Allwyn requires You to complete), must be received by Allwyn at Your home or any other agreed location at the time agreed by Allwyn.
    (c) using the online Prize Claim Form referred to in the table in Rule 4.5 for Prizes over £500 up to and including £50,000:

    (only for Players who are resident in the UK and Isle of Man at the time their claim is made)

    • – You must submit the fully completed Prize Claim Form, and it must be received by Allwyn, within the Claim Period. Information required to be provided via the Prize Claim Form includes, without limitation, Your name, address, email address, all validation information as indicated on the Prize Claim Form (for example the serial and ticket numbers), and clear and legible images showing the front and back of the whole Scratchcard ensuring all four corners are visible.
    • – Following submission of the online Prize Claim Form, You are responsible for ensuring You post Your Scratchcard to Allwyn within 7 days of receiving Allwyn’s specific instructions to do so. You must use the postal method specified by Allwyn and include Your name, contact details and Your claim reference number, and should retain proof of postage. Post Your Scratchcard to the National Lottery address shown on the back of the Scratchcard.
    • – Subject to Rule 8A, Allwyn accepts no liability for Scratchcards, Prize Claim Forms and/or any other accompanying documents that may be lost, damaged or delayed in the post.
    • – If You are not resident in the UK or Isle of Man at the time You make a claim, You must not use the online Prize Claim Form and should claim Your Prize in accordance with Rule 4.4(b);
    (d) by post (not using the online Prize Claim Form referenced above) for any Prize amount up to and including £50,000:

    (only for Players who are resident in the UK and Isle of Man at the time their claim is made)

    • – The Scratchcard and, for Prizes over £500 a completed Prize Claim Form or any other form Allwyn requires You to complete, must be received by Allwyn at the National Lottery address shown on the back of the Scratchcard during Allwyn’s normal business hours* within the Claim Period.
    • – Postal claims are made entirely at Your own risk and You are responsible for ensuring You post Your Scratchcard in sufficient time so that it is received by Allwyn before the end of the Claim Period.
    • – Allwyn accepts no liability for Scratchcards, Prize Claim Forms and/or any other accompanying documents that may be lost, damaged or delayed in the post.
    • – If You are not resident in the UK or Isle of Man, You cannot claim by post and must claim Your Prize in accordance with Rule 4.4(b).

    *Allwyn’s Watford Regional Centre’s normal business hours are 9am to 5.00pm Monday to Friday (excluding Bank Holidays). Allwyn’s Liverpool Regional Centre’s normal business hours are 8.30am to 4.30pm Monday to Thursday and 8.30am to 4pm Fridays (excluding Bank Holidays). Scratchcards cannot be validated and Prizes cannot be claimed by phoning The National Lottery Line, which may be open after Allwyn’s normal business hours.

    4.5 The table below sets out where and how Prizes can be claimed and how they will be paid (subject to Rules 3, 6 and 7). Allwyn may provide alternative methods of claiming certain Prizes for Second Chance Draws – these will be detailed in that Game’s Game Procedures or Game Specific Rules. Remember that Prizes cannot be claimed by phone. After a Retailer has validated Your Scratchcard, You can ask to see the validation slip that has printed. For Prizes that can be paid by the Retailer, the validation slip will show the amount You should be paid and for Prizes that cannot be paid by the Retailer, the validation slip will indicate how You can claim Your Prize. A win receipt is not printed for Scratchcards but a Retailer may be able to provide You with a reprint of the validation slip if You ask.

    The table below sets out where and how Prizes can be claimed and paid
    Prize value Where to claim

    Up to and including £100

    Retailers – Retailers are required to make payment in cash for Prizes of up to and including £100 (except that certain Retailers with Till-point Terminals can only pay up to £50).

    If You are unable to claim in the ways set out above, You can claim by post (subject to Rule 4.4(d)). Post Your Scratchcard to the National Lottery address shown on the Scratchcard. You must put Your name and address on the back of the Scratchcard. Prizes will be paid by cheque* at Your risk (providing the Validation Requirements have been met).
    Over £100 up to and including £500

    Retailers (at their discretion) – Retailers are allowed but not required to make payments in cash for Prizes of over £100 up to and including £500 (or any higher amount Allwyn decides).

    If You are unable to claim in the way set out above, You can claim by post (subject to Rule 4.4(d)). Post Your Scratchcard to the National Lottery address shown on the Scratchcard. You must put Your name and address on the back of the Scratchcard. Prizes will be paid by cheque* at Your risk (providing the Validation Requirements have been met).
    Over £500 up to and including £50,000

    Residents of the UK and Isle of Man – Online Prize Claim Form – For residents of the UK and Isle of Man, You must start Your claim by completing the online Prize Claim Form found at www.national-lottery.co.uk/prize, providing all required information (including without limitation Your name address, email address, all validation information as indicated on the Prize Claim Form – for example the serial and ticket numbers – and clear and legible images showing the front and back of the whole Scratchcard ensuring all four corners are visible). Following submission and as long as all required information has been provided to Allwyn’s satisfaction, Allwyn will direct You to send Your Scratchcard via a specified postal route. Within a reasonable time following receipt of Your Scratchcard (subject to Rule 8A) and provided the Validation Requirements have been met, Prizes will be paid by cheque* at Your risk.

    If You are unable to claim using the online Prize Claim Form, You can claim by post (subject to Rule 4.4(c) and 4.4(d)). Post Your Scratchcard and a completed Prize Claim Form (available by calling the National Lottery Line) to the National Lottery address shown on the Prize Claim Form or, if none, shown on the Scratchcard. You must put Your name and address on the back of the Scratchcard. Prizes will be paid by cheque* at Your risk (providing the Validation Requirements have been met). You may be required to provide proof of identity and age (and any other relevant information) when claiming by post if required by Allwyn.

    Non-UK and Non-Isle of Man Residents – You will need to phone Allwyn in line with Rule 4.4(b) in order to arrange a physical meeting in the UK or Isle of Man at which You can claim Your Prize*. You must not use the online Prize Claim Form to claim Your Prize.
    Over £50,000

    You must claim Prizes over £50,000 in person. Call the National Lottery Line (see the National Lottery website for opening hours) to arrange Your claim. Prizes will be paid at Your home or other agreed location*. Payment will be made (at Allwyn’s option) by cheque, bank transfer or direct credit.

    You must complete a Prize Claim Form (and/or any other form Allwyn may require You to complete) and present this with Your Scratchcard when claiming a Prize over £50,000. You will also need to provide proof of identity and age.
    Non-cash, instalment and annuity Prizes The process for claiming non-cash, instalment/regular payment and annuity Prizes, and Prizes won in Second Chance Draws, and how they will be paid/awarded, will be set out in the Game Procedures and/or the Game Specific Rules for the relevant Game.

    * Whilst there is no restriction on non-UK and non-Isle of Man Players buying a Scratchcard while they are physically present in the UK or Isle of Man, Allwyn is unable to pay or send Prizes overseas. Accordingly, non-UK and non-Isle of Man Players will need to claim their Prize at a retailer (where possible) or otherwise arrange a physical meeting at a UK or Isle of Man location by calling Allwyn in accordance with Rule 4.4(b) to collect their cheque. If You, as a non-UK and non-Isle of Man Player, are unable to attend the meeting physically Yourself, You may with Allwyn’s consent and subject to providing all reasonable information required by Allwyn, appoint a nominated person to collect the cheque on Your behalf.

    4.6 You can only claim the Prize or Prizes the Winning Scratchcard is eligible for. You cannot claim any other Prize (or any otherwise unclaimed Prize) in the particular Game with that Scratchcard.

    Back to the top

    5. Prize Claim Forms

    5.1 You must provide a completed Prize Claim Form when required by Allwyn (see Rule 4.5). Allwyn can also, at its discretion, require a completed Prize Claim Form (or any other form issued by Allwyn) to be provided for any other Prize. For Prizes over £500 up to and including £50,000, the online Prize Claim Form required to be completed to initiate Your claim can be found on the National Lottery website. For a Prize Claim Form required in any other circumstance, call the National Lottery Line.

    5.2 In certain circumstances, Allwyn may decide (in writing and subject to any terms and conditions imposed by Allwyn) that a Prize Claim Form does not need to be submitted.

    5.3 The Prize Claim Form must be completed in the name of the owner of the Scratchcard and signed by that owner. If the owner of the Scratchcard is unable to complete a Prize Claim Form due to legal, physical, or other disability, their authorised representative can complete the Prize Claim Form in the Scratchcard owner’s name and sign it on their behalf. The Prize Claim Form must state the owner’s name and the name of their authorised representative, and must describe the authorised representative’s status. Allwyn is entitled (but is not required) to ask the authorised representative for evidence to prove they are allowed to claim on the Scratchcard owner’s behalf.

    5.4 A person can claim on behalf of a deceased Player’s estate if they can prove, to Allwyn’s reasonable satisfaction, that they are entitled to make the claim (for example by providing a grant of probate showing their appointment as a personal representative of the deceased Player’s estate). The person claiming will need to submit any relevant proof with the Prize Claim Form or any other form Allwyn may require.

    5.5 The person signing the Prize Claim Form (or any other form Allwyn requires) will, if they are signing as the owner of the Scratchcard, be representing that they are lawfully entitled to the Prize (or, if signing as an authorised representative of the owner of the Scratchcard, that they are lawfully entitled to claim the Prize on the owner’s behalf) and that the information contained in the Prize Claim Form is accurate and complete. That person signing the Prize Claim Form (and the owner of the Scratchcard, if the authorised representative is signing) will indemnify Allwyn against any costs, losses, damages and expenses which Allwyn may incur in relation to the Scratchcard or the Prize as a result of any misrepresentation on the Prize Claim Form (or such other form Allwyn requires).

    5.6 Once payment of the Prize has been made to the person shown on the Prize Claim Form or any other form Allwyn requires (or that person’s authorised representative), Allwyn and its officers, employees, representatives, contractors and any person, firm or company authorised by Allwyn to pay Prizes will have no further liability for payment of that Prize.

    5.7 Allwyn is entitled to refuse to process any payment if a Prize Claim Form (or any other form required by Allwyn) is incomplete or inaccurate or contains false information.

    Back to the top

    6. Validation Requirements

    6.1 Before a Prize will be paid on a Scratchcard presented for payment, and before a Prize won in a Second Chance Draw will be paid, the Scratchcard (and/or the entry into the Second Chance Draw and/or the Prize claim) must be successfully validated. If a Scratchcard (and/or the entry into the Second Chance Draw) is not validated, Allwyn will not be liable to pay a Prize in respect of that Scratchcard and/or entry.

    6.2 Without limiting the effect of Rule 6.1, a Scratchcard presented for validation (and/or an entry into a Second Chance Draw, and/or a Prize claim) will be declared invalid and Allwyn will not, therefore, be liable to pay any Prize) if:

    • (a) Allwyn reasonably believes the Scratchcard presented (or to which the entry and/or the Prize claim relates) has been stolen (subject to the rules relating to found Scratchcards set out in Rule 8 below) or has been purchased using stolen funds; or
    • (b) the Scratchcard presented (or to which the entry and/or the Prize claim relates) or the entry is not on any list held by Allwyn of the Scratchcards issued for that Game or of the entry codes for that Second Chance Draw; or
    • (c) the Scratchcard presented (or to which the entry and/or the Prize claim relates) or the entry is counterfeit or has been forged in whole or in part or fails to pass Allwyn’s validation and security tests; or
    • (d) the Validation Number on the Scratchcard presented (or to which the entry and/or the Prize claim relates) is not on Allwyn’s official list of Validation Numbers of Winning Scratchcards, or no Prize is shown as having been won for the relevant Scratchcard on Allwyn’s Computer System, or a Winning Scratchcard with that Validation Number has been paid previously; or
    • (e) the Validation Number does not match (using Allwyn’s codes), the Play Symbols or Prize Symbol on the Scratchcard presented (or to which the entry and/or the Prize claim relates) and/or is not printed in the correct symbol font; or
    • (f) the Scratchcard presented (or the Prize claim) is not received by Allwyn or the Retailer within the Claim Period; or
    • (g) Allwyn reasonably believes that the Scratchcard was bought, or the entry was made, by or on behalf of a person falling in one of the categories in Rule 1.5.

    6.3 Without limiting the effect of Rule 6.1, a Scratchcard presented for validation (and/or an entry into a Second Chance Draw, and/or a Prize claim) may be declared invalid and a Prize may not be payable, if:

    • (a) the Scratchcard presented is damaged, mutilated, altered, unreadable, incomplete or has been tampered with in any manner; or
    • (b) the Scratchcard presented (or to which the entry and/or the Prize claim relates) has not been issued or sold in an authorised manner by Allwyn or a Retailer; or
    • (c) the Play Symbols, Prize Symbols, Play Captions, Prize Captions, Validation Number or any other unique feature of the Scratchcard presented (or to which the entry and/or the Prize claim relates) do not match precisely with the artwork for the Scratchcard held on file by Allwyn for that Game and/or the Scratchcard presented (or to which the entry and/or the Prize claim relates) is defective and/or all or part of it is misprinted; or
    • (d) the information provided by the person claiming the Prize is incomplete, false or has been altered or tampered with; or
    • (e) Allwyn is not satisfied that the Scratchcard has been purchased, or the claim for a Prize has been made, in good faith.

    6.4 Allwyn can keep any Scratchcard sent to Allwyn or given to a Retailer for validation purposes.

    Back to the top

    7. Payment of Prizes

    7.1 Allwyn reserves the right to:

    • (a) pay Prizes by cheque, other approved instrument, or direct credit;
    • (b) withhold a Prize, provided it is acting reasonably, until it has declared the relevant Scratchcard to be valid in accordance with Rules 6.1, 6.2 and 6.3;
    • (c) withhold a Prize (or recover or seek to recover a Prize already paid) until it has carried out (or as a result of having carried out) all appropriate checks and enquiries if in its discretion it believes, on reasonable grounds, that the Scratchcard holder or the person whose name is stated on the back of the Scratchcard or the person whose name is stated as owner of the Scratchcard on a Prize Claim Form (or any other form required by Allwyn) is not the rightful owner of that Scratchcard or otherwise lawfully entitled to claim the Prize, or where there is any other reason for Allwyn (acting reasonably) to question Your entitlement to the Prize, for example where there is more than one name stated on the back of a Scratchcard. Any checks and enquiries will be carried out promptly by Allwyn;
    • (d) without limiting the effect of Rule 7.1(c), carry out identity and such other checks (including without limitation a Sanctions Lists check on the person claiming a Prize of over £500) to enable it to determine that payment of the Prize to that person is lawfully permitted and/or will not cause Allwyn to commit an offence, including without limitation under Financial Crime Legislation, and/or otherwise to enable it to comply with Financial Crime Legislation, and withhold a Prize either until it has carried out all such checks and enquiries or as a result of having carried out the same;
    • (e) request proof of identity and capacity to claim a Prize, and also to photograph anyone claiming a Prize for Allwyn’s records;
    • (f) withhold a Prize if You are unable to produce or fail to produce proof of identity when claiming a Prize;
    • (g) request a court to decide who a Prize should be paid to and/or make payment into court;
    • (h) pay all or part of the Prize to the Official Receiver or Your trustee in bankruptcy in the event of Your bankruptcy.

    7.2 Neither Allwyn nor any Retailer will be responsible or liable to a person claiming an interest of whatever nature in a lost or stolen Scratchcard as a result of:

    • (a) the Prize being paid to the holder of an unsigned Scratchcard; or
    • (b) the Prize being paid to a person claiming to be the person whose name is stated on the back of the Scratchcard; or
    • (c) the Prize being paid to a person claiming to be the person who entered a Second Chance Draw; or
    • (d) the Prize being paid to a person claiming to be owner of the Scratchcard for the purpose (and at the time) of entering a Second Chance Draw.

    This Rule 7.2 applies whether or not Allwyn was made aware of the loss or theft of the Scratchcard before the Prize was paid.

    Allwyn will use its best efforts to carry out and ensure that Retailers, or others responsible for paying Prizes, carry out reasonable and appropriate (as decided by Allwyn) identity checks and other security measures in relation to payment of any particular Prize amount.

    7.3 Allwyn will not be liable to pay a Prize on a Scratchcard which it knows or suspects:

    • (a) has been resold or otherwise transferred, by way of trade or for other promotional or commercial purposes (whether or not for monetary or other valuable consideration) without Allwyn’s consent; or
    • (b) the benefit of which has, in whole or part, been resold or otherwise transferred by way of trade or for other promotional or commercial purposes (whether or not for monetary or other valuable consideration) without Allwyn’s consent.

    7.4 No interest will be payable on any Prize, including without limitation whilst any checks or enquiries are carried out in relation to a Scratchcard presented for payment (or in relation to an entry into a Second Chance Draw or a Prize claim), or whilst a dispute about the Scratchcard, entry or Prize claim is being resolved.

    Payment of Prizes to persons with a disability

    7.5 If You are a person with a legal, physical or other disability and are claiming a Prize, Allwyn may pay the Prize to Your authorised representative.

    Back to the top

    8. Found Scratchcards

    8.1 If You find a Scratchcard that:

    • (a) does not have a name or address or other indication of ownership (or it does, but the information cannot be read, is inaccurate or is incomplete so You are unable to return the Scratchcard to its rightful owner); and
    • (b) is a Winning Scratchcard for which the Claim Period has not expired,

    You should send the Scratchcard to Allwyn's Winner Services Department at The National Lottery, PO Box 287, Watford, WD18 9TT (or any other address advised by Allwyn from time to time). The Scratchcard should be sent with a covering letter or note that states Your name, address, email address and contact number as well as any information about how and where the Scratchcard was found and what steps You have taken to return the Scratchcard to its owner. Allwyn must receive the Scratchcard and accompanying documents within the relevant Claim Period.

    8.2 If the process in Rule 8.1 has been followed and the Scratchcard is a Winning Scratchcard, provided that:

    • (a) Allwyn is satisfied in its discretion, after carrying out any appropriate investigations, that You took all reasonable steps to return the Scratchcard to its owner before sending it to Allwyn; and
    • (b) Allwyn is satisfied that the Scratchcard was lost by or stolen from the rightful owner and then found by You; and
    • (c) You are acting in good faith,

    Allwyn may, within a reasonable time after the end of the relevant Claim Period (subject to Rules 7.1(c), 7.1 (d) and 7.1(g)), at its discretion pay You the Prize.

    8A. Lost Scratchcards – Online claim process

    For Prizes over £500 up to and including £50,000 only.

    If:

    • (a) You have initiated Your Prize claim for a Prize of over £500 up to and including £50,000 by completing the online Prize Claim Form (see Rule 4.5); and
    • (b) after receiving Allwyn’s request to do so, posted Your Scratchcard to Allwyn using the postage method specified by Allwyn; and
    • (c) it has been 10 working days since You have posted Your Scratchcard in this way, You have not heard from Allwyn and You suspect Your Scratchcard has been lost in the post,

    You should notify Allwyn immediately by writing setting out Your name, address, email and contact number, Your tracking number for Your Scratchcard, proof of postage and Your claim reference number. Your notification should be sent to Allwyn’s Winner Services Department at The National Lottery, PO Box 287, Watford, WD18 9TT or by email to lostticketnotice@national-lottery.co.uk.

    Allwyn may (if in its discretion it considers You have provided enough information and suitable clear images of Your Scratchcard to allow it to do so) at its discretion investigate and consider whether Your claim is valid. If Allwyn is satisfied that Your claim is valid, it may (at its further discretion and subject to Rules 3, 4, 5 and 7) pay You the Prize for that Scratchcard within a reasonable time after the end of the relevant Claim Period.

    For the avoidance of doubt, in no other circumstances other than those set out in this Rule 8A (and in Rule 2.1) will a Prize payment be made if You are not in possession of the Winning Scratchcard at the time of claiming.

    Back to the top

    9. Information About Winners

    9.1 Except as required by law, Allwyn shall not disclose the identity of any Prize winner without that winner’s prior written consent.

    9.2 You understand and accept that:

    • a) if You present a winning Scratchcard for validation or to claim a Prize at a Terminal (except at a Till-point Terminal), an audible alert may sound to indicate to You and the Retailer that the Scratchcard is a winner and/or a Prize entitlement message may be presented; and
    • b) this audible alert may be heard (and the prize entitlement message may be seen) by other persons nearby.

    9.3 If You win a Prize, You understand and accept that Allwyn may, if required by law, provide a third party with details of any Prize claimed by You or on Your behalf, or paid to You.

    Back to the top

    10. Game Closures etc.

    10.1 Allwyn can announce the closing date for an individual Game, and may suspend or withdraw a Game (in its absolute discretion), at any time.

    10.2 Information on Game closures, and the period within which Prizes must be claimed following closure of an individual Game, will be available at Retailers and on the National Lottery website.

    Back to the top

    11. Limitation of Liability

    11.1 Retailers are authorised by Allwyn to issue Scratchcards, to pay certain Prizes for Winning Scratchcards and to display and/or have available information produced by Allwyn in relation to the Games. Retailers are not authorised by Allwyn to carry out any other acts or make any statements, representations or admissions whatsoever (unless agreed in writing with Allwyn).

    11.2 Subject to Rule 6.3, if a Defective Scratchcard is bought, Allwyn may, provided it is acting reasonably, declare the Scratchcard void in which case Allwyn’s only liability will be to reimburse the cost of the Scratchcard. Allwyn will not be liable to pay any interest in respect of any such reimbursement made.

    11.3 Allwyn’s only obligation is to pay the Prizes won in any Game (including any Second Chance Draws) to the rightful owners of Winning Scratchcards, or provide a refund in the circumstances set out in Rules 11.2 and 12.1. Neither Allwyn nor any Retailer will be liable in any circumstances for any loss of whatever nature other than, subject to Rule 11.4, the non-payment of a Prize or the non-payment of a refund You are entitled to under these Rules. In particular but without limitation, neither Allwyn nor any Retailer will be liable for any loss of profits, special, indirect or consequential loss suffered or incurred by You (or any holder or owner of a Scratchcard, any person claiming a Prize during the Claim Period or anyone else) that arises out of the withdrawal of any Game or from the participation or non-participation of You or any person in any Game. This includes the loss, for whatever reason, of the chance to participate in that Game.

    11.4 Neither Allwyn nor any Retailer will be liable to any person (including for the non-payment of a Prize) for:

    • (a) events beyond their reasonable control and expectations (for example war, strike, lockout, industrial action, fire, flood or drought);
    • (b) the failure or destruction of, or damage to, all or any part of the computer systems or records of Allwyn or any third party (including, without limitation, Allwyn’s Computer System);
    • (c) any mistakes caused by all or part of the computer systems or records of Allwyn or any third party (including, without limitation, Allwyn’s Computer System);
    • (d) delays, losses, mistakes or omissions in or made by the postal or other delivery service or by the banking system;
    • (e) any other action or event which prevents or hinders the issue of a valid Scratchcard;
    • (f) the refusal to sell a Scratchcard to any person in line with these Rules or to allow any person to play a Game;
    • (g) any losses caused by You, including the misuse or unauthorised use of passwords, an incorrect or otherwise bad faith entry into a Second Chance Draw, and money lost by playing the Games, and, where required by Allwyn, the failure to keep Allwyn informed of changes to Your personal contact details;
    • (h) any losses caused by the failure or malfunction of Your equipment, technology or internet service provider or mobile phone network operator, or the equipment, technology, internet service provider or mobile phone network operator of any other person or third party.

    11.5 Nothing in these Rules excludes or limits (a) any person’s liability for (i) fraud; or (ii) death or personal injury caused by breach of any duty that person may have to take reasonable care or exercise reasonable skill; or (b) any other liability which cannot lawfully be excluded or limited.

    11.6 You acknowledge and agree that You do not rely on, and shall have no remedy in respect of, any statement, representation or warranty (in each case whether negligently or innocently made) or understanding of any person whether or not that person is a party to these Rules.

    Back to the top

    12. Disputes and Allwyn’s Decisions

    12.1 Allwyn’s decision about whether or not a Scratchcard is a Winning Scratchcard (or in relation to any other matter or dispute that arises out of the payment or non-payment of Prizes) will be final and binding, provided that it is a reasonable decision (and subject to Rule 12.4). Without limiting the effect of the previous sentence, following any such decision made by Allwyn, Allwyn may (at its discretion) reimburse the cost of the Scratchcard or replace the disputed Scratchcard with a Scratchcard for any current Game of the same price.

    12.2 The remedy in Rule 12.1 will be the Player’s sole and exclusive remedy, and any reimbursement or replacement will fully discharge Allwyn from any liability in respect of such a dispute (subject to Rule 12.4). Allwyn will not be liable to pay any interest in respect of any reimbursement made under this Rule 12.

    12.3 Allwyn may withhold payment of a Prize and/or make an equivalent payment into court until any dispute has been resolved.

    12.4 Allwyn operates a written procedure for handling Player complaints. Information about the complaints procedure will be accessible via the National Lottery website. Once You have completed the internal complaints process, and if Your complaint concerns a financial entitlement in relation to a Game, You are entitled to refer Your dispute to alternative dispute resolution (“ADR”) in accordance with the Lotteries Scheme Rules of Allwyn’s ADR provider, the Centre for Effective Dispute Resolution (“CEDR”) (see www.cedr.com/consumer). The finding of the CEDR will be binding on Allwyn in respect of disputes up to and including £10,000.

    Back to the top

    13. General

    13.1 Any person who obtains a Scratchcard or submits a Scratchcard for validation or who claims a Prize in whatever capacity, agrees to be bound by the provisions of any applicable legislation, these Rules, the relevant Game Procedures, any Game Specific Rules that apply, any information on the relevant Scratchcard (all as amended from time to time) and any other rules or procedures Allwyn may issue in respect of that Game. If You provide any personal data to Allwyn or to a Retailer, Your personal data will be handled in line with Allwyn’s Privacy Policy which can be found on the National Lottery website at www.national-lottery.co.uk/privacy-policy. The Privacy Policy is incorporated by reference into these Rules. Allwyn is required to keep Your information until its licence to operate The National Lottery expires but will only disclose it to anyone in accordance with the Privacy Policy. By passing Your personal information to Allwyn, You agree and consent to Allwyn holding and processing it as set out in the Privacy Policy.

    13.2 Allwyn may change these Rules (including the Privacy Policy) and any Game Procedures, Game Specific Rules and other rules or procedures issued by Allwyn, at any time. The changes will be effective from the date of their publication (or any earlier time Allwyn states) and will apply to Scratchcards bought after publication of the changes, and/or Scratchcards bought before that date if reasonable in the circumstances.

    13.3 These Rules (including the Privacy Policy), the relevant Game Procedures and Game Specific Rules, and the information on the relevant Scratchcard together set out the full extent of Allwyn’s obligations and liabilities to You in relation to the Games and form the contract between Allwyn and You for each Game. If there is any conflict between these documents, they will apply in the following order (unless Allwyn states otherwise): (a) these Rules (b) the applicable Game Specific Rules); (c) the applicable Game Procedures; (d) the information on the relevant Scratchcard.

    13.4 If any provision (or part of a provision) in any of the documents mentioned in Rule 13.3 is decided by a court of competent jurisdiction to be void and/or unenforceable, that decision will only affect the particular provision (or part of the provision) and will not, in itself, make the other provisions void or unenforceable.

    13.5 Allwyn may record telephone calls made between Allwyn representatives and any person for all parties’ protection.

    13.6 You may not assign or otherwise transfer (in whole or in part) Your rights and/or obligations under these Rules. Allwyn may assign or otherwise transfer its rights and/or obligations under these Rules in whole or in part to any third party at its sole discretion.

    13.7 Any person who is entitled to claim a Prize under Rule 4.1 is entitled, for the purposes of section 1 of the Contracts (Rights of Third Parties) Act 1999, to enforce these Rules.

    Back to the top

    14. Law

    The relevant law for these Rules is English law. Any legal proceedings will be heard in the English Courts.

    Back to the top

    15. Definitions

    The following words and terms will have the meanings given to them below when used within these Rules (unless the context clearly indicates otherwise).

    Act:
    The National Lottery etc Act 1993 (as amended or re-enacted from time to time) and any subordinate legislation made under that Act.
    Allwyn:
    Allwyn Entertainment Ltd, a company registered in England and Wales, whose registered office is at Tolpits Lane, Watford, WD18 9RN.
    Allwyn’s Computer System:
    The computer systems used by or on behalf of Allwyn from time to time to operate National Lottery games and pay Prizes.
    Allwyn Subsidiary:
    any subsidiary of Allwyn which has been incorporated or acquired following approval from the Commission in accordance with Allwyn’s licence to operate The National Lottery.
    Claim Period:
    Has the meaning given to it in Rule 4.3.
    Commission:
    The Gambling Commission (being the body appointed to regulate The National Lottery) or any other body appointed to regulate The National Lottery from time to time.
    Defective Scratchcard:
    A Scratchcard which at the time it is bought is visibly defective, unreadable or incomplete or contains the words ‘void’ or ‘not for sale’ or similar wording.
    Financial Crime Legislation:
    UK legislation governing criminal conduct relating to money including without limitation the Money Laundering Terrorist Financing and Transfer of Funds Regulations 2017, the Proceeds of Crime Act 2002, the Terrorism Act 2000 and the Terrorist Asset-Freezing etc. Act 2010, and such other relevant legislation, and any laws that replace, supplement, extend, re-enact, consolidate or amend any of the foregoing from time to time.
    Game:
    A National Lottery game which is played by uncovering a Play Area (or a portion of the Play Area) on a Scratchcard to reveal the pre-printed Play Symbols, and in which it can be determined immediately after purchase whether the Scratchcard is a winning Scratchcard. Some Games will also additionally have Second Chance Draws which form part of the Game and which Players can choose to enter and for these Games, Players will not be able to determine immediately after purchase whether a Scratchcard is a winning Scratchcard.
    Game Number:
    The number on the back of a Scratchcard which identifies a particular Game and which is stated in the Game Procedures.
    Game Procedures:
    A written document issued by Allwyn for a particular Game in addition to these Rules that includes the Game name and Game Number, the price, how to play, how a Prize is won, the Play Symbols and Play Captions, the Prize Structure, and any other relevant information for the Game.
    Game Specific Rules:
    Any rules or conditions issued by Allwyn in addition to or as a substitute for these Rules, which apply only to a particular Game.
    Lottery Staff:
    Any and all of the following: (a) employees (temporary and permanent) of Allwyn or an Allwyn Subsidiary; (b) agency workers engaged in providing services to Allwyn or an Allwyn Subsidiary; (c) any employees seconded to Allwyn or an Allwyn Subsidiary from any other entity; and/or (d) any other worker (as defined in s230 of the Employment Rights Act 1996) engaged in providing services to Allwyn or an Allwyn Subsidiary.
    Pack:
    A pack of Scratchcards, in which each Scratchcard has a different number on the back and/or front of the Scratchcard that indicates the order in which a Scratchcard is placed in the Pack.
    Play Area(s):
    The area(s) on the front of a Scratchcard that contain(s) the Play Symbols.
    Play Caption:
    A caption which is unique to and appears below each Play Symbol.
    Play Symbol:
    A symbol on the front of a Scratchcard which is used to determine whether or not a Prize may have been won. Play Symbols will be specified in the relevant Game Procedures.
    Player:
    Has the same meaning as You.
    Prize:
    A prize won by a Player in a Game. Reference in these Rules to payment of a Prize includes the awarding of non-cash Prizes.
    Prize Caption:
    A caption which is unique to and appears below each Prize Symbol.
    Prize Claim Form:
    Any form issued by Allwyn which is required to be completed and submitted to be eligible to claim certain Prizes in line with these Rules including without limitation the online Prize Claim Form for Prizes over £500 up to and including £50,000. The Prize Claim Form may vary depending on the Prize amount being claimed.
    Prize Structure:
    The number and value of Prizes and the odds of winning in an individual Game as determined by Allwyn and set out in the Game Procedures for the relevant Game.
    Prize Symbol:
    A symbol that may appear on the front of a Scratchcard and, if so, that indicates the Prize which may be won.
    Regional Centre:
    A National Lottery office designated as a Regional Centre by Allwyn. Details of the current Regional Centres are shown at the end of these Rules.
    Retailer:
    Any person, firm or company authorised by Allwyn to sell Scratchcards and/or pay Prizes for Winning Scratchcards.
    Sanctions Lists:
    The UK Consolidated Sanctions List (which contains details of all persons and organisations under UK financial sanctions legislation and UN sanctions, including those under the Sanctions and Anti-Money Laundering Act 2018 and other UK legislation and any laws that replace, supplement, extend, re-enact, consolidate or amend any of the foregoing from time to time), together with any other relevant sanctions lists Allwyn may consider from time to time.
    Scratchcard:
    Any scratchcard in a Game issued to a Retailer by Allwyn and sold or otherwise distributed by Allwyn or the Retailer in an authorised manner.
    Scratchcard Game:
    Has the same meaning as Game.
    Second Chance Draws:
    A second (or further) process(es) that may be introduced for certain Scratchcards in which Players who have not won a Prize in the first process of a Scratchcard will have another chance of winning a Prize. Details of the Second Chance Draw (including how to enter and win) will be set out in the Game Procedures or Game Specific Rules for the Scratchcard.
    Terminal:
    The machine which allows Scratchcards to be validated.
    Validation Number:
    The unique data printed on a Scratchcard which, subject to these Rules, enables a Scratchcard to be verified as a Winning Scratchcard or otherwise.
    Validation Requirements:
    Allwyn’s Scratchcard validation requirements referred to in Rule 6.
    Winning Scratchcard:
    A winning Scratchcard which meets all the Validation Requirements and which entitles You to a Prize (including a Prize in a Second Chance Draw).
    You:
    A member of the public who is eligible to buy Scratchcards, and who buys or otherwise acquires a Scratchcard.
    Back to the top

    Contact numbers and addresses

    Telephone enquiries

    The National Lottery Line: Tel: 0333 234 50 50∞ (0370 737 3983 for complaints)

    For the hard of hearing using Minicom equipment, please call 0370 737 8249.

    Calls cost no more than calls to 01 and 02 numbers. If your phone tariff offers inclusive calls to landlines, calls to 03 numbers will be included on the same basis.

    General Written Enquiries:

    The National Lottery, PO Box 251, Watford, WD18 9BR

    Prize Claims By Post:

    The National Lottery, PO Box 287, Watford, WD18 9TT

    E-mail

    help@national-lottery.co.uk

    Website

    www.national-lottery.co.uk

    National Lottery Regional Centre addresses

    Watford (Allwyn’s Head Office)

    The National Lottery
    Tolpits Lane
    Watford
    WD18 9RN
    Tel: 01923 425000

    Liverpool

    The National Lottery
    5 Tiger Court
    Kings Drive
    Kings Business Park
    Prescot
    Knowsley
    Liverpool
    L34 1BH
    Tel: 0151 236 1796

    Back to the top

© Gambling Commission 2024

Please wait