1. Contact Channels
| Topic | Best route |
|---|---|
| General account and purchase support | Email [email protected] with your account email and order reference. |
| Prize and claim enquiries | Email [email protected] with the ticket reference, game name, and draw date. |
| Responsible play support | Email [email protected] for cooling-off, exclusion, or account-control requests. |
| Partner and retail enquiries | Use the partner routes listed on the Partner Stores page for store-related requests. |
2. Response Times and Queue Priorities
Response times vary according to queue volume, draw cycles, and whether your request requires manual review. Claims, account restrictions, and responsible play matters may require identity or compliance checks before a final answer can be issued.
Routine support
Best for purchase help, order checks, and navigation questions where the relevant reference is available.
Priority claim review
Used for prize cases that require document review, ownership checks, or settlement clarification.
Player protection support
Handled separately when the request concerns cooling-off, limits, or account access restrictions.
3. What to Include in Your Message
- the email address linked to your account;
- the ticket or order reference, if available;
- the game name and draw date;
- a short description of the issue and what outcome you need.
Providing these details at the start makes the request easier to route and reduces response time.
4. Security Guidance
Do not send passwords, full payment credentials, or unnecessary personal information in plain text. If additional documents are required, the support team will tell you exactly what is needed and how to submit it securely.