Players' Guide - Version 22

Winners

How and where do I claim a Prize?

Don't forget to sign the back of the ticket before you claim your Prize.

You must present the winning Ticket when claiming a Prize (unless it has been lost, stolen, damaged or destroyed or a Till-point Terminal has failed to produce it – see below). You must always present the winning Scratchcard when claiming a Prize – you cannot claim the Prize without it.

  • Up to and including £100 can be claimed in cash from your local Retailer (up to £50 at selected Retailers with Till-point Terminals). Retailers may pay Prizes from £100 to £500 in cash, but are not obliged to. Certain Retailers with Till-point Terminals can pay Prizes onto a winner's debit or credit card. If the Retailer cannot process your Ticket, please contact The National Lottery Line on 0845 9 100 000 for information on how to claim your Prize.
  • Up to and including £50,000 - most main lottery Post Offices are able to pay up to and including £50,000 by cheque. Winners have the option of receiving the first £500 in cash. You will need to provide some information about you and provide identification when you claim a Prize worth over £500. Two forms of ID confirming your name and address must be provided (for example passport and driving licence, or driving licence and a utility bill that is no more than 3 months old).

Alternatively, for Prizes up to and including £50,000, you can send your Ticket or Scratchcard (with a completed Prize Claim Form for Prizes over £500) to The National Lottery, PO Box 287, Watford, WD18 9TT. Unless there is a query about the Ticket or Scratchcard, your Prize will be paid by cheque within five working days of it being received and validated. Tickets, Scratchcards and claims are sent at your own risk, so it’s highly recommended you use 'Royal Mail Special Delivery' or another insured postal service, though you should check the maximum compensation available to you for the delivery service you choose.

  • All Prizes over £50,000 will be paid either by cheque, bank transfer, or direct credit into a bank current account. Please contact The National Lottery Line for advice on how to claim your Prize.
  • The process for claiming non-cash, annuity and instalment/regular payment Prizes, and how they will be paid and/or awarded, will be set out in the Game Procedures and/or the Game Specific Rules for the relevant game. Some non-cash Prizes will need to be claimed in person.

Please be aware that not all Till-point Terminals can pay Prizes, and Scratchcard-only Retailers cannot pay Prizes won on Draw-based games.

How long do I have to claim a Prize?

Draw-based games

You must claim your Prize by producing the winning Ticket within 180 days of the relevant Draw date. As an exception to this rule, you can claim by bringing your Ticket, proof of identity and, if necessary, a completed Prize Claim Form to a Regional Centre within seven days after the end of the 180-day claim period. To claim in this way you must have contacted Camelot within the 180-day claim period and told Camelot that you intend to claim within the extra seven days, and given your name, address and Ticket details. If you then fail to claim within the extra seven days the Prize will be forfeited. If you contact Camelot by telephoning The National Lottery Line, this must be during their normal opening hours (see the National Lottery website for current opening hours). If you contact Camelot by emailing help@national-lottery.co.uk, Camelot must have received your email before of the end of the 180-day claim period. See the Rules for full information on claiming a prize.

What if my Draw-based game Ticket has not been produced at all by a Till-point Terminal? Or it has been lost, stolen, damaged or destroyed?

You should send a written notice to Player Services Department, The National Lottery, PO Box 287, Watford, WD18 9TT or lostticketnotice@national-lottery.co.uk. The notice should contain as much information as possible, including the game played, the relevant Draw date, your chosen numbers and the date, time and place of purchase.

If your Ticket has not been produced at all by a Till-point Terminal, or has been lost, stolen, damaged (to the extent it can’t be validated) or destroyed, you must make sure that your completed claim reaches Camelot by 5:00pm on the 30th day after the date of the relevant Draw. If you have provided sufficient evidence to do so, Camelot will then investigate and consider whether or not the Prize claim is valid. If your Ticket would have covered more than one Draw, Camelot must receive your claim by 5:00pm on the 30th day after the date of the relevant Draw in respect of which the claim is being made. See the Rules for full information on claiming a prize.

Camelot will not accept a re-print of a Ticket as a valid Ticket.

Scratchcards

You must claim your Scratchcard Prize within 180 days after the day the game closes. More information is set out in the Rules for Scratchcard Games. You can get information on dates of game closure on the Scratchcard game closures page, from your Retailer, or by calling The National Lottery Line on 0845 9 100 000.

Any Prizes for either Draw-based games or Scratchcard games that are still unclaimed after these time periods have expired will go to National Lottery Projects.

Advisory services for winners of large prizes

Camelot will give winners of Prizes over £50,000 a booklet containing free, basic advice on relevant financial and legal matters. Winners of Prizes over £350,000 to £500,000 will be offered the chance to meet a panel, made up of either a legal or financial advisor. Winners of prizes over £500,000 will be offered the chance to meet a panel made up of both legal and financial advisers. Camelot will also offer to keep in contact with winners of larger Prizes over a longer period.

Confidentiality

Camelot will only reveal your identity if you give written consent to publicity or if we become legally obliged to do so. It is your decision whether or not your win is publicised.

Remember that if you take your Ticket or Scratchcard to a Retailer for validation or to claim a Prize at a terminal (other than a Till-point Terminal) a discreet win sound will be heard if your Ticket or Scratchcard is a winner. Others around you may hear the win sound but they will not know how much you have won.

Also remember that if you use the player enquiry function on the player-facing screen at a Retailer that only sells Scratchcards, any message confirming you are a winner may be visible to others around you.


Players’ Guide version 22. Last updated: 30th December 2014.

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