1. When a Claim Is Needed
Not every prize requires the same process. Lower-tier prizes may be credited automatically according to game rules, while higher-value awards or exceptional cases may require account verification, identity review, or additional documentation before release.
If a result shows that a prize was won but no credit or settlement message appears, review your ticket history first and then contact claim support with the relevant reference details.
2. Automatic Credits and Manual Review
Automatic credit
Applies where the game rules, account state, and prize level allow straightforward settlement to the player account without extra review.
Manual verification
Applies to larger awards, flagged transactions, restricted accounts, or circumstances where ownership and eligibility must be confirmed.
Support-led handling
Used where the player needs help with reference matching, missing confirmations, or document submission steps.
3. Documents and Verification
Where manual claim review is required, you may be asked for identity and ownership information. The exact list depends on the prize and the account status, but typically includes:
- the ticket or order reference shown in your ticket history;
- the game name and draw date;
- proof of identity and age verification;
- supporting account or transaction details if requested by the claims team.
4. Typical Processing Timelines
| Step | Typical handling |
|---|---|
| Initial acknowledgement | Within the first business response window after the claim request is received. |
| Document review | After all requested documents have been provided in a clear and complete format. |
| Final settlement | After identity, eligibility, and any compliance checks have been completed. |
5. Escalation and Support
If your claim is time-sensitive or you need clarification about requested documents, contact the Contact Centre and ask for claim escalation support. Include all known references in your message so the team can match your request to the correct entry without delay.