Players 1st - NSW Lotteries Player Protection
Whether you're a regular player or you just play the big jackpots, it's important for you and all NSW Lotteries retailers and staff to know how to protect your potential winnings.
The following information is aimed at helping you get the prize money you’re entitled to.
Join Players Club – The Safest Way to Play
- For all NSW Lotteries games, Players Club members' winnings are protected because prizes can only be claimed in-store by presenting your Players Club card together with your winning registered ticket.
- If you have an unclaimed prize (excluding Division 1 and Jackpot prizes for Lucky Lotteries), we'll automatically send you a cheque or free ticket certificate three to four weeks after the draw for prizes over $1,000 and up to $10,000^. Unclaimed prizes of $1,000 or less and prizes over $10,000 are automatically paid by cheque eight weeks after the last draw on the ticket*.
Keep an eye on your Ticket
- If you are a Players Club member, ensure you register all tickets to your card. Make sure you check that your Players Club card number and your name are printed on your registered tickets.
- Always check your ticket at the time of purchase and at the time of claiming a prize.
- Write your name and address on the back of your ticket before claiming your prize. Tickets that are not registered to a Players Club card are 'bearer tickets', which means anyone can redeem the winnings if they present that ticket.
- Treat your tickets like cash and do not discard them until you are absolutely sure of their status.
- If you lose a ticket, call us immediately on 131 868. If your ticket is not registered to a Players Club card and you lose it, you will need to complete a 'Lost/Damaged Ticket Search' form to assist us in locating your ticket in our lottery system. This form is available from nswlotteries.com.au
- Tickets can be cancelled at the same outlet of purchase upon presentation of the original ticket. Cancellations can only occur prior to the first draw taking place, must be prior to draw close and the transaction must be available in the lottery system.
- NSW Lotteries strongly advises against the photocopying of tickets for the purpose of sharing entries or setting up personal syndicates. There are a number of Syndicate resources available on our website. The only time we recommend that you retain a photocopy of your ticket for your records, is when you are claiming a prize directly with us via the mail.
How to know if you're a Winner
- If you are a Players Club member and you win a Division 1 prize or the Jackpot prize in the $2 or $5 Lucky Lotteries games on a registered ticket, we'll call you with the good news!
- Draw results are published online at nswlotteries.com.au and on TV, in local media and in NSW Lotteries outlets.
- You can also phone 1900 956 886 for results (calls made in Australia are charged at 55c per minute. Higher rates apply from payphones, mobiles or for overseas callers. Provided by Be.Interactive. Helpline 1800 653 344. 1900 service not available for Instant Scratch-Its) or SMS 197 56 886 with the game code, i.e Oz Lotto, Powerball, Monday Lotto or Wednesday Lotto, Saturday Lotto, Strike or Pools (cost is 75c per SMS. Provided by Be.Interactive. Helpline 1800 653 344. SMS service is not available for Lucky Lotteries).
- Visit your local NSW Lotteries outlet and use the in-store self checking ticket machines to see if you have won a prize.
- Present your ticket for checking at your local NSW Lotteries outlet. Winning tickets are printed 'Winner' and non-winning tickets printed 'Better luck next time' by our lottery system. If your ticket requires manual validation, it will not be branded.
- Always ask your NSW Lotteries retailer for your non-winning ticket back if in any doubt as to whether or not you have won a prize.
- If you are lucky enough to win a prize, it will appear as '***' on the customer screen to protect your privacy and security.
Instant Scratch-Its Tickets
- Instant Scratch-Its tickets are not able to be registered to a Players Club card.
- All tickets feature a name and address panel on the back of the ticket.
- If you have a winning ticket, NSW Lotteries recommends filling out this panel with your personal details as soon as you know you have won a prize.
What to do if you're a Winner
- Our gaming system will print a prize claim slip. Your NSW Lotteries retailer will give this to you along with your winnings and your original prize winning ticket.
- All NSW Lotteries and Instant Scratch-Its tickets, be it a winner or not, will be given back to you, excluding cancelled tickets.
- Prizes up to and including $1,000 may be claimed as NSW Lotteries outlets.
- Prizes over $1,000 may be claimed by mail. Pick up a Prize Claim Form from your local NSW Lotteries outlet, complete the Prize Claim Form section and post it with the original ticket/s to NSW Lotteries. Make sure you take a photocopy of the original ticket/s and write your name and address on the back before sending to NSW Lotteries.
- If you're a Players Club member and you forget to claim a prize (excluding Division 1 and Jackpot prizes for Lucky Lotteries), we'll automatically send you a cheque or free ticket certificate three to four weeks after the draw for prizes over $1,000 and up to $10,000^. Unclaimed prizes of $1,000 or less and prizes over $10,000 are automatically paid by cheque eight weeks after the last draw on the ticket*
Retailers you can rely on
- Our network consists of a large number of retailers who are well trained and trusted with the responsibility to sell, promote and distribute NSW Lotteries games.
- We process tens of millions of transactions every year and go to great lengths to ensure your privacy and anonymity is always protected.
- If, for any reason, you have a less than satisfying experience at a NSW Lotteries outlet, please call our Players 1st Hotline number on 1300 PLAYER (1300 752 937).
Protecting our Winners
- The identity of all our winners is kept confidential, unless they request otherwise.
- Always ensure the details of your Players Club membership are up-to-date.
Concerns and Questions
- Immediately report any concerns you may have about the way a lottery transaction has been processed by phoning the Players 1st Hotline on 1300 PLAYER (1300 752 937).
- We are committed to improving the level of service provided to our customers and your feedback is highly valued.
- Our Complaints Handling Charter is available for download from our website.
- If you have a complaint to make, it can be done simply and easily by one of the following methods:
Phone 1300 PLAYER (1300 752 937) Email email@example.com Fax (07) 3877 1140
Write to Complaints Coordinator NSW Lotteries Locked Bag 7 Coorparoo DC Qld 4151
It is important to remember that all our products are games of chance. The odds of winning are outlined on nswlotteries.com.au and in the "Let’s Play" guides available from NSW Lotteries outlets. If gambling is a problem, there is a range of support and counselling services available to help you. As a first step, you could contact one of the following:
- Call the Gambling Helpline on 1800 858 858. Counsellors are available at any time, 24 hours a day, 365 days a year. You don't have to give your name. Interpreter services are available for non-English speakers.
- Call NSW Lotteries on 1300 138 132 (during extended business hours) and ask to speak to a Responsible Play Liaison Officer (for all states except the ACT).
- Call 1300 88 22 96 (during office hours) to speak to the Gambling Contact Officer if you are in the ACT.