Your Guide to Claiming Damaged Lottery Scratch Cards UK
Finding out your scratch card is damaged can be frustrating, especially if you are not sure what to do next. Torn corners, smudged panels, or a rubbed-off code do not automatically mean the card is worthless.
In many cases, a damaged card can still be checked and, if valid, paid. The key is whether the details that identify the card and show the result are still clear enough to verify.
Below, you will find straightforward guidance on what counts as damage, how claims are assessed, and who to contact, so you know where you stand and what to expect if you encounter this problem in the future.
What Happens If Your Scratch Card Gets Damaged?
A damaged scratch card can still potentially be eligible for a claim if the essential information is intact. Damage might include rips, fading, or partially obscured panels. What matters most is whether the unique identifiers and the game result can be confirmed.
Retailers and operators rely on details such as the serial number and barcode to validate a claim. If these can be read, your card can usually be checked against the operator’s records. Sometimes extra checks are needed, which may include confirming where and when the card was bought.
For online scratch cards, the outcome is recorded in your account, so the condition of any physical slip is not relevant. Each operator sets its own process, so it is worth checking the rules for the specific game.
If you do decide to try your hand at scratchcards, remember to do so responsibly and within your means; never wager more than you can afford to lose.
How to Claim a Damaged Scratch Card in the UK
Most claims start with the retailer. Staff can try to scan the card and, if scanning is not possible, advise on the next step. Where a prize appears to be due, you may be directed to the operator’s claims team, especially for higher-value amounts.
If a postal inspection is required, you will be asked to send the card for review. Include any supporting details you have, such as a receipt or a completed claims form if one has been provided. The inspection checks that the card’s identifiers match the operator’s records of sales and results.
For digital purchases, the operator can usually review the game outcome through your account history. The rules for each game explain how to raise a query and what evidence, if any, you need to provide.
Steps to Take Before Contacting the National Lottery
A quick check of the card could help. Make sure any serial number, barcode, and visible game panels can still be read. Avoid repairing the card with tape or glue, as this can make inspection harder.
Keep any receipt safe and note where and when you bought the card. Taking clear photos of the front and back gives you a record of its condition if it needs to be posted for review.
It could be a good idea to look at the National Lottery’s current guidance online before calling, as procedures and addresses for postal claims can change.
Can You Still Claim a Prize If the Barcode Is Damaged?
Yes, it may still be possible. The barcode is used for fast scanning at the till, but it is not the only way a card is checked. If the serial number and the relevant game areas can be read and matched to the operator’s records, the claims team can carry out a manual review.
Where scanning fails, you may be asked to post the card in for assessment and to provide purchase details, such as the shop and date.
Each case is reviewed on its own facts, and the outcome depends on whether enough information remains to confirm the card and its result.
What Proof Do You Need to Claim a Damaged Scratch Card?
The card itself is essential. As mentioned earlier, the key identifiers and visible game sections should be legible enough to verify the card and its outcome. A receipt is helpful, as it shows when and where the card was purchased.
For larger prizes, standard security checks can include photo ID and proof of address. Keeping copies of any emails and taking photos of the card could also be useful if there are questions later.
If the card was bought online, the operator can usually see the transaction and result in your account history, so physical proof is not required.
How Long Do You Have to Claim a Damaged Scratch Card?
For most National Lottery scratch cards, the deadline to claim is 180 days from the game’s official closing date. You can find the closing date on the National Lottery website or by asking in-store.
This time limit applies even if your card needs to be posted for inspection. Claims received after the deadline will not be paid, regardless of the card’s condition.
Other operators may set different timeframes, which are explained in their terms and conditions. Online game rules also set out any time limits that apply.
If you are close to a deadline, it might be worth contacting the operator straight away to confirm the quickest way to submit your claim.
Who Should You Contact for Help With a Damaged Scratch Card?
Your starting point is usually the retailer that sold the card. They can try to check it and confirm the next step.
For National Lottery cards, the helpline and postal details are listed on the official website and often on the back of the card. They can explain how to send a card for review or how to follow up if you have already posted it.
For cards from other providers, use the contact details shown on the card or in the game’s terms. Online players can use webchat, email, or phone support through their account.
If you believe your claim has not been handled correctly, you can ask the operator about their complaints process and any approved dispute resolution service they use.
Tips to Avoid Issues With Scratch Cards in the Future
Handle cards gently and scratch panels with a coin or other flat edge to avoid tearing the surface. Keeping cards flat and dry prevents fading and keeps identifiers readable.
Store cards somewhere safe rather than in pockets or bags where they can bend or get wet. Heat, moisture, and direct sunlight can damage the print.
Ask for a receipt whenever you buy a card and keep it until you are sure the result has been checked. For online games, your account history records the purchase and outcome if you need to query anything later.
Finally, it could be a good idea to check claim deadlines and the rules for each game. Knowing how long you have and what will be needed if something goes wrong keeps everything simple and gives you the best chance of a smooth claim.
**The information provided in this blog is intended for educational purposes and should not be construed as betting advice or a guarantee of success. Always gamble responsibly.
*All values (Bet Levels, Maximum Wins etc.) mentioned in relation to these games are subject to change at any time. Game features mentioned may not be available in some jurisdictions.