Service Guide

The information in this guide is provided for assistance only.

If you play Draw-Based Games online (including buying entries by Direct Debit online and via The National Lottery app), the Rules for Draw-Based Games Played Online and the relevant Game Procedures (and any Game Specific Rules) apply.

If you play Instant Win Games online (including buying entries via The National Lottery app), the Rules for Interactive Instant Win Games, and the relevant Game Procedures (and any Game Specific Rules) apply.

The Account Terms and the Privacy Policy apply when you access your National Lottery account and play any game using that account.

Contents

A) Using the website and app

The best way to find your way around the website and app is to use the navigation buttons and menus within the website and app. The back/forward buttons in your browser may not take you to where you want to go, and any data placed in forms might be lost.

We will regularly issue updates to the app, adding new Instant Win Games and improving functionality and security. We recommend you check your app updates regularly so that you always have access to the latest version of the app.

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B) Playing games on the website and app

Playing games on the website and app

You need to set up a National Lottery account before you can play National Lottery games on the website or app, and you can only play online if you are physically located in the UK or Isle of Man.

To set up a National Lottery account or a Direct Debit, you must satisfy the following criteria.

  • You must be a resident of the UK or Isle of Man.
  • You must be 18 or over.
  • You mustn't already have a National Lottery account.
  • If you provide debit card details, these must be linked to a UK or Isle of Man bank or building society account of which you are an authorised user (and the card must not have been reported lost or stolen or be used for another National Lottery account). The account must not be a business account.

You will need to provide certain information so we can verify your identity and eligibility to play. See the Account Terms for more information.

We send you marketing communications through a number of different channels, including email and notifications on your mobile device (messages that our app sends to your mobile device) and on your browser. Our advertising partners serve advertisements to you across the internet too.

You will receive direct marketing by email if you have opened a National Lottery account through our website or app and have either consented to receive such email marketing during account registration (or any later date), or if we have a legitimate interest to send you email marketing and you have not asked us to stop. For more about how we use your information, and how to opt out from receiving direct marketing, see our Privacy Policy.

In order to register for a National Lottery account, you will need to tell us at least the following:

  • Your full name, title and residential address in the UK or the Isle of Man.
  • Your date of birth.
  • Security details, such as your mother's maiden name, which will be used to identify you if you contact us.
  • Your current email address.
  • If you are 18 or 19, you will be asked to provide additional information to allow us to authenticate you.

You will be asked to choose a password when you register. You will be required to enter this password and your email address every time you sign into your National Lottery account. If you forget your password at any time, you can use the ‘Forgot password' link on the Sign In page. You should choose a unique password that you don’t use for other websites and ensure you don’t share it with anyone.

If you want to buy Instant Win Games or Draw-Based Games on the website or app, you will need to register a valid debit card to your National Lottery account by entering your debit card details – you can only register one debit card and cannot use a credit card. You can use debit cards linked to joint bank accounts, but not business accounts. We don’t need your debit card details if you only want to try (and not play) our Instant Win Games, or if you want to set up a Direct Debit for certain Draw-Based Games. Please note that you can’t set up a Direct Debit via the app.

Finally, remember that you are only allowed to have one National Lottery account and you are not allowed to play using someone else’s account.

What checks do you carry out?

Our licence to operate The National Lottery requires us to make sure that no one under the age of 18 buys tickets or claims prizes. This is why we ask for certain information, which we can then check through an authentication agency. The information is only used for authentication purposes or to otherwise comply with our regulatory obligations.

We may also carry out sanctions checks when you first deposit funds into your account and/or when a prize payment to you fails and/or before making a prize payment to you, so that we can ensure the payment of a prize to you is lawfully permitted and won’t allow us to commit a Financial Crime offence.

Finally, we may also carry out financial vulnerability checks using information provided by you. These checks align with industry best practice and enable us to comply with our regulatory obligations and to identify and appropriately support players who may be financially vulnerable.

When can I play?

The National Lottery website and app are available for browsing 24 hours a day. However, you can't log into your account between 2am and 6am.

You can buy tickets for Draw-Based Games or set up a Direct Debit from 6am until 11pm each day, except on the day of a draw when you need to buy your ticket by 7.30pm. To find out full details of when the games are available to play, visit the information pages for each game.

You can buy Instant Win Games at any time except between 2am and 6am. Please note that different Instant Win Games are available to play on the website and app.

Can I play from overseas?

No, you must be physically located in the UK or Isle of Man when using your account, including when buying a National Lottery game online and when setting up or amending a Direct Debit (including adding or deleting play slips and changing your payment details).

How do Instant Win Games work?

As with all National Lottery games, Instant Win Games are games of chance; no skill is required to win. The outcome of each Instant Win Game is predetermined at the point you buy or try an Instant Win Game.

The outcome is generated by random number generator software which has been independently checked and audited.

Please note that Instant Win Games may not display correctly on, or be playable from, all devices used to access them.

Account balance and spend limit

Add funds limit (the amount of funds you can add to your account in any 7 day rolling period): You can currently transfer a maximum of £350 (or any lower amount set by Allwyn) into your National Lottery account in any 7 day rolling period. The maximum and minimum amounts you can transfer will be stated in the ‘Add funds’ section of your National Lottery account. You can set your own add funds limits, providing they aren't higher than the maximum or lower than the minimum limits imposed by Allwyn.

Adding funds does not incur charges. You won’t be entitled to receive interest on any funds in your account – any interest accrued on player funds will first be used to cover the cost of managing the arrangements put in place to protect players’ money and any surplus is given to National Lottery Projects.

Spend limit (the amount of funds in your National Lottery account that you can spend, regardless of your account balance, in any 7 day rolling period): When buying entries from your National Lottery account, you will have a default spend limit in any 7 day rolling period. You can also set your own spend limit. This can be lower or higher than the default limit but no higher than the maximum spend limit imposed by Allwyn, which will be stated in the ‘Spend limit’ section of your National Lottery account.

You can change your add funds and spend limits through your National Lottery account.

How quickly do the changes take effect?

If you reduce your spend or add funds limits, the change will take effect immediately. If you increase the limit(s), it will take 24 hours for the change(s) to come into effect.

Debit card details

We will notify you by email if the debit card registered to your National Lottery account is due to expire soon so that you can update your debit card details. If you don't update your debit card details, we will try our best to return your National Lottery account balance to your debit card before midnight on the expiry date.

To update your debit card details in your National Lottery account (for example if it is due to expire or if you have lost your debit card), select the relevant link in the 'Manage my account' area of your National Lottery account.

If you have funds in your National Lottery account, you might be asked to contact our Customer Care Team to update your debit card details.

Account settings

You can change your National Lottery account settings, for example to opt in or out of marketing emails and reveal Instant Win Game outcomes automatically. Changes can be made at any time (except between 2am and 6am) via the 'Manage my account' area of your National Lottery account.

The option to reveal Instant Win Game outcomes automatically has been developed for the benefit of the visually impaired who use screen readers, and can also be used where the game animation format is not compatible with the device you are using. It allows you to buy or try a game and go directly to the outcome without seeing the game animation.

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C) Play limits

General limits on Play

You can play up to a maximum of 75 Instant Win Games in any 24 hour period (or any lower number set by Allwyn or that you choose – see the section below for details on how to do this).

This limit applies across all devices you use to buy Instant Win Games with (i.e. the website and the app).

You can also try up to a maximum of 75 Instant Win Games in any 24 hour period (or any lower amount set by Allwyn).

Self-imposed limits on play

You can manage your play by limiting the number of Instant Win Games you can buy in any 24 hour period. You can do this by choosing the relevant tab in the ‘Instant Win Games play limit’ section of your National Lottery account.

If you reduce the number of Instant Win Games you can buy, the change will take effect immediately.

If you then choose to increase this number (up to a maximum of 75 or any lower number set by Allwyn), it will take 24 hours for the change to come into effect.

It is not possible for you to reduce the number of Instant Win Games you can try in any 24 hour period.

Moderating Instant Win Games

You can also choose to moderate your Instant Win Game plays.

In moderating your Instant Win Game plays, you can either:

  • Choose to stop playing ALL Instant Win Games for a set period of time (which means you won’t be able to either try or buy any National Lottery Instant Win Game), or;
  • Choose to stop playing specific Instant Win Games for a set period of time (which means you won’t be able to either try or buy that specific Instant Win Game(s)

Both options are available in the ‘Moderating Instant Win Games play’ section of your National Lottery account. Any changes made will take effect as soon as you have saved them.

You can only get access again to ALL Instant Win Games, or to the specific Instant Win Games you have stopped playing, by contacting the Customer Care Team during its normal operating hours. It will take 24 hours for your access to be restored.

Take a break from all Games

You can choose to take a break from playing all games online or you can permanently exclude yourself (lifetime exclusion) from your National Lottery account. All options are available in the ’Take a break’ section of your National Lottery account (accessed via ‘Set your limits’ or ‘Spend and Play Settings’).

You can also take a break or permanently exclude yourself by contacting the Customer Care Team by phone or email (see Contact Us for details). If you choose to take a break or permanently exclude yourself, it will take effect immediately.

Before taking a break, you should make sure your contact details are up to date so that we can get in touch with you if we need to. You should also make sure your registered card details are correct as we will use these if we need to return unused funds in your National Lottery account or pay prizes.

Short break

You can take a short break from playing all games online for as little as one day, up to a maximum of 5 months (150 days). Once you have started your short break, you cannot reduce the length or cancel it.

You won’t be able to access your National Lottery account or buy entries for any National Lottery games online during your short break.

Any funds in your National Lottery account will remain there unless you contact the Customer Care Team to withdraw them. Existing tickets will still be entered into the relevant draws and we will contact you if you win a prize. If you play by Direct Debit, this will continue as normal and will not be cancelled (unless you tell us otherwise).

You will be able to access your National Lottery account and play again online as normal once your short break period has ended.

Long Break

You can also choose to take a long break for at least 6 months and up to a maximum of 5 years. Once you have started your long break, you cannot cancel it.

You won't be able to access your National Lottery account or buy entries for any National Lottery games online during your long break.

Any funds in your National Lottery account will be transferred to the debit card registered to your account. Existing tickets will still be entered into the relevant draws and we will contact you if you win a prize. If you play by Direct Debit, it will be cancelled. However, if we are in the process of collecting funds or have already collected funds, we will use these funds to enter you in the draw(s) and will stop collecting funds after this. Direct Debit prizes will need to be claimed in the usual way.

You will need to contact the Customer Care Team once your long break has ended to be able to play online again. It will take 24 hours for your access to be restored.

If you decide during your long break that you want to stop playing National Lottery games online altogether, you can choose to transfer from a long break to a lifetime exclusion. You must call the Customer Care Team to do this. Lifetime exclusions are explained below.

Lifetime exclusion

If you choose the lifetime exclusion, you will not be able to play any National Lottery games online again. Remember that the lifetime exclusion will be effective immediately and is irreversible. You won’t be able to open a new online National Lottery account if you change your mind.

Any funds in your National Lottery account will be transferred to the debit card registered to your account. Existing tickets will still be entered into the relevant draws and we will contact you if you win a prize. If you play by Direct Debit, it will be cancelled. However, if we are in the process of collecting funds or have already collected funds, we will use these funds to enter you in the draw(s) and will stop collecting funds after this. Direct Debit prizes will need to be claimed in the usual way.

GAMSTOP

If you are considering excluding yourself from playing, you may want to register with GAMSTOP. They provide a free service to self-exclude from online gambling websites and apps in Great Britain for the period of time that you choose. To find out more and register, visit www.gamstop.co.uk.

If you register with GAMSTOP, you will be excluded from buying National Lottery Instant Win Games. You will still be able to buy Draw-Based Games. Please note that it can take up to 12 hours for your GAMSTOP self-exclusion to become effective.

If you would like to exclude yourself from all National Lottery games (and with immediate effect), you can do so by choosing one of the “Take a break” options above, via the spend and play settings in your National Lottery account or by contacting the Customer Care Team by phone or email (see Contact Us for details).

D) Syndicate managers

Syndicate Managers can choose to increase the maximum amount they can add to their National Lottery account in any 7 day period. The maximum limit is £1,000 (or any lower limit set by Allwyn and stated in the ‘Add funds’ section of their National Lottery account).

Syndicate Managers that have opted for the maximum limit above can buy a maximum of 10 Instant Win Games (but still try up to 75 Instant Win Games) in any 24 hour period.

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E) Unfinished games and interrupted purchases

If you haven’t finished an Instant Win Game for any reason (including if you lose internet connection or your browser crashes) and you bought the Instant Win Game via your National Lottery account, you will be notified of your unfinished game when you log into your National Lottery account. You won't be able to play a new Instant Win Game until the unfinished one is completed. If you bought the Instant Win Game on the website, you will need to finish playing it on the website (or, you can skip to the outcome without animation on the app). If the Instant Win Game was bought on the app, the same applies, i.e. you can only finish it with animation on the app (but can complete it without animation on the website).

If you don’t finish playing an Instant Win Game within 24 hours of buying it, the game will be played out automatically on your behalf. Similarly, if an Instant Win Game is closed and you have not yet finished the game, it will be played out automatically. Any prizes will be credited in the normal way.

An Instant Win Game is considered complete once you click or tap on the Finish button, and its outcome status shows either “Finished” where no prize has been won, or the prize amount where a prize has been won. For Instant Win Games bought with your National Lottery account, you can view the outcome status by choosing ‘Instant Win Games’ from the ‘My games’ tab in your National Lottery account.

If you lose your internet connection or your browser crashes whilst you are buying a ticket for a Draw-Based Game with your National Lottery account, you should sign into your account and review your ‘Transaction history’ in your National Lottery account’ when your internet connection returns or browser restarts. You can then see if the purchase was completed and whether your ticket has been entered into the draw. If the purchase was completed before you lost connection, you will see your ticket details here. If not, you can try to buy the ticket again.

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F) Prizes

Full details of how to claim prizes and how they will be paid are set out in the Rules for Draw-Based Games Played Online and in the Rules for Interactive Instant Win Games.

How do I check if I've won?

With Instant Win Games, you will be notified on-screen if you win, and the amount of any prize.

For Draw-Based Games, we will email you after the draw (and, if you bought your entry from your National Lottery account, you will be notified when you next sign in to your National Lottery account) if you have won a prize.

Details of any win for entries bought from your National Lottery account will also be shown in the ‘My games’ and 'Transaction history' areas in your National Lottery account.

How long do I have to claim my prize?

Unless you follow the procedure set out in the paragraph immediately below, prizes for Draw-Based Games must be claimed before the end of the 180th day after the date of the relevant draw (subject to the timings set out in the "How do I claim my prize" section further on).

A Draw-Based Game prize can be claimed in person within seven days after the end of the 180 day claim period if, before the end of the 180th day, you contact us and notify us that you wish to claim in this way (and give your name, address and all details of your entry that we require) and if you then present proof of identity and any relevant prize claim form in person at a Regional Centre within the 7 day period. You can contact us by phoning the Customer Care Team during its normal operating hours (and during the claim period) or by emailing help@national-lottery.co.uk. We must receive the email before the end of the 180 day claim period.

Prizes for Instant Win Games must be claimed before the end of the 180th day after the relevant Instant Win Game was bought (again, subject to the timings set out below).

If you don’t claim any prize within the relevant prize claim period, your entitlement to that prize will be lost.

How do I claim my prize?

For online prizes (except Direct Debit prizes):

  • Prizes up to and including £500 will be automatically credited to your National Lottery account.
  • For prizes of over £500 up to and including £30,000, you will need to confirm before 11.00pm on the last day of the claim period that these should be paid to the debit card registered to your National Lottery account.
  • For prizes of over £30,000 up to and including £50,000, you will need to contact the Customer Care Team during its normal operating hours and during the claim period to validate your claim. Prizes will be paid by cheque.
  • Prizes of over £50,000 must be claimed in person during the claim period. You must call the Customer Care Team during its normal operating hours and during the claim period to validate your claim and we will arrange to process your claim in person.
  • If you win a non-cash prize, instalment/regular payment or annuity prize, how to claim will be set out in the Game Procedures and/or Game Specific Rules for the relevant game.

For Direct Debit prizes:

  • Cash prizes of up to and including £50,000 will normally be credited to the bank or building society account your Direct Debit is taken from.
  • If you win a prize of more than £50,000 you will need to speak to the Customer Care Team during its normal operating hours and during the claim period to validate your claim and we will arrange to process your prize claim in person.
  • If you win a non-cash prize, instalment/regular payment or annuity prize, how to claim will be set out in the Game Procedures and/or Game Specific Rules for the relevant game and/or in the Offline Direct Terms and Conditions.

For all online Prizes (including Direct Debit prizes), you will need to complete and submit a Prize Claim Form if you win over £50,000. In some circumstances, you may need to complete a Prize Claim Form for lower prizes.

When claiming a prize, a screen-print of a winning play, a play slip and a purchase confirmation will not be accepted as any proof of entitlement.

You won't be entitled to any interest on prizes.

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G) Further information

Are my winnings tax free?

  • You won’t normally be liable for either UK Capital Gains Tax or UK Income Tax. However, if you win the top prize in Set For Life, the game is designed to ensure that all Jackpot winners will receive a minimum of £10,000 a month (subject to capping), after tax, based on the current tax rules. Winners will be provided with further details.
  • Syndicates may be liable for Inheritance Tax, but no liability should arise provided you all enter into a written agreement first.
  • Please bear in mind that HM Revenue and Customs’ (the taxman’s) practices may change. This answer above is based on our understanding of the laws as at 12th October 2023.

Where does the money raised go?

As operator of The National Lottery, we are committed to maximising returns to National Lottery Projects through selling tickets in a socially responsible way.

As has always been the case, the total amount we deliver to National Lottery Projects depends on a number of variable factors, including the mix of games sold, the channels through which they are sold and the level of unclaimed prizes.

National Lottery Projects that receive funding cover the arts, charity/voluntary organisations, education, environment, health, heritage and sport. Although we are responsible for generating funding for National Lottery Projects, we play no role in the allocation of funding, which is the responsibility of 12 lottery distribution bodies, each with specialist knowledge of their sectors. To find National Lottery Projects in your local area, visit www.lotterygoodcauses.org.uk/good-causes.

Dream Big Play Small

National Lottery games should always be fun, playing in a way that is right for you. Whether you want to limit your spend and play, take a break from our games or simply keep an eye on things, there’s a range of tools designed to help you do just that. Visit our Healthy Play webpage for more information.

If you’re worried about yourself or someone you know, you can speak in confidence to GamCare, available 24/7, on 0808 8020 133 (freephone) or visit the GamCare website for assistance.

What if I need more information?

If you need more information on any topic, please call our Customer Care Team (see the Contact us section below).

The current opening hours of the Customer Care Team can be found at www.national-lottery.co.uk/contact-us.

For more information on how to play by Direct Debit, you can download our Direct Debit Guide.

Contact us

Call our Customer Care Team on 0333 234 44 33 or alternatively email us at help@national-lottery.co.uk.

Complaints should be made to complaints@national-lottery.co.uk or 0370 737 3983.

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.

Alternatively, you can chat with one of our Customer Service Agents when available.

The National Lottery is operated by Allwyn Entertainment Ltd, whose registered address is Tolpits Lane, Watford, WD18 9RN.

Issue 24, September 2024

© Gambling Commission 2024

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