How to Play the Lottery Online - theLotter FAQ | theLotter Australia
 

Frequently Asked Questions

Choose a category below for immediate online lottery help! If our FAQ section has not answered your inquiry, please contact us and our Customer Service team will be happy to further assist you!

Top 5 Questions

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Q

Why is my withdrawal request refused?

A

If your withdrawal request is refused, you will receive an email with an explanation from customer support. The most likely reasons are that you have tried to withdraw to a different payment method than you used for deposit or that you have requested to withdraw an amount bigger than what is allowed. (You can only withdraw an amount that is less than or equal to the amount originally deposited with that payment method. The rest of your withdrawal should be done with a bank transfer). If you're requesting a withdrawal via bank transfer, please check that the bank transfer details given are correct, as incorrect details will also lead to a refusal.

Q

How do I change my Multi-Draw numbers?

A

To change your Multi-Draw package's numbers, please go to the Play Form of the specific lottery in question, select your new favourite numbers, and click the floppy disk icon on the right side of the My Lucky Numbers button to save them.

Make sure you're using Lucky Numbers for your Multi-Draw package by following these steps: Go to My Account, click on Multi-Draws, go to the Multi-Draw package for which you wish to use your Lucky Numbers and make sure that "From My Lucky Numbers" is selected in the dropdown box. Click the Save button underneath if any changes were made.

Please note: Multi-Draw tickets are purchased as soon as a draw opens, therefore any changes to your numbers will only take effect the following draw.

Q

How do I subscribe?

A

To subscribe to a lottery online, select the lottery of your choice and choose to subscribe by checking the subscribe option beneath the numbers field.

Q

Why does my account need to be verified before my withdrawal is approved?

A

In certain cases you may be asked to verify your identity before we process your withdrawal request. This could be for one or more of the following reasons:

  • Our regulatory obligation to perform due diligence on our clients.
  • Our risk management procedures.
  • Your withdrawal request was made via a bank transfer.
  • The amount of your requested withdrawal.

Please follow the instructions sent to you by email to start the verification process.

Q

What does our lottery courier service do?

A

theLotter Australia's lottery courier service enables you to view a scanned copy of the lottery ticket purchased on your behalf. In some lotteries, however, we provide a reasonable facsimile of the tickets for operational reasons. The copy of the ticket guarantees your exclusive ownership of the ticket and ensures that nobody but you will be able to claim the prize. To see the copy of your ticket, visit My Account and click on the relevant row and view the scan on the right side of the screen. Please note: Your tickets are not sent by email and can only be accessed in your online account.

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