Help Center

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All you need to do to start playing is Sign In to the website with your email address and password. Once you have logged into your account, you can choose between our various scratchcards. Once you have made your choice it’s as simple as clicking on your game, make a deposit and play the game you wish.

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We are required to verify your identity, age, and address, as part of the licensing conditions set by the U.K. Gambling Commission.

By verifying your details, you are confirming that you are at least 18 years old, that you are who you say you are, and that the address we hold for you is your correct address. This allows us to remove any restrictions applied to your account.

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The below enlisted documents can help us verify your identity, date of birth and address.

1. Documents for verifying your Identify and Date of Birth

You can also verify your identity and date of birth by sending us one of the following documents:

• National Passport

• Identity Card

• Driving Licence

2. Documents for verifying your Address

You can also verify your address by sending us one of the following:

• Utility Bill such as Water, Electricity, Gas, Internet and/or Land Line Phone bill (issued within the last 3 month)

• Bank Statement (issued within the last 3 month)

• Tax bill

PLEASE NOTE: that the details on the document must match your account details. And please ensure that all details, including your name, surname, date of birth, and the address line, are visible on the document.

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Upload the document images to your computer using either a scanner, digital camera or take a photo on your mobile device, ensuring that the required details are clear and legible.

If you select the LiveChat our Customer Experience Team shall be pleased to assist you throughout the verification process.

Alternatively, you can always send all documents to our Customer Experience Team by email to support@scratchcards.net.

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While certain types of documents can be verified within a few minutes, others may take longer. We aim to complete verification within 24 hours, but during busy periods this could take up to 72 hours. In any case, our Customer Experience Team will send you a confirmation email when your account has been successfully verified.

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You can change your password in the Account Details section of your account by updating your selection and saving the changes as further detailed here below. Just bear in mind that your password needs to be between 8 and 15 characters and should contain at least one letter and one number.

- Go to “My Account” section in the top right corner.

- Head to the “Account Details” section.

- Complete the Password form with your old and new password.

- And click on “Save” to confirm your new password.

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If you have forgotten your password, you can just click here to enter your email address and you will be sent a link to securely set up a new password. If you do not receive an email from us, please contact our Customer Experience Team via our LiveChat, phone or email.

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If you forgot the email address linked to your Scratchcards.net account you can recover this one by sending us a copy of your ID, Passport or Driving Licence, clearly showing your name and surname, to our Customer Experience team via LiveChat, by phone or by email to support@scratchcards.net.

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You can visit the Account Details to update your account preferences.

- Go to “My Account” section in the top right corner.

- Head to the “Account Details” section.

- Update the fields with your personal information.

- And click “Save” to confirm.

Please note that for some of your personal details you will not be able to update them on yourself. In this event we kindly invite you to contact our Customer Experience Team via LiveChat, by phone or by email to support@scratchcards.net.

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When you sign in, the Transactions page will display a complete record of your deposits, withdrawals, winnings, purchases and bonuses to help your monitor your own activity.

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Scratchcards.net will regularly send out emails to players with important information regarding their accounts and winnings, as well as updates about promotions. This makes it easy for players to work out which games they want to enter, so it is recommended that users add Scratchcards.net to their list of safe senders.

If any of Scratchcards.net’s emails find their way into your spam or junk mail, you just need to select the email and add the website to your list of safe senders.

Follow the step-by-step guide below, or contact Customer Support for more information.

Gmail

1. Open any email message from Scratchcards.net.

2. Click arrow pointing down (next to "reply") and click "Add Scratchcards.net to your Contacts List".

Yahoo! Mail

1. Open any email message from Scratchcards.net.

2. Click "Add to contacts" (next to Scratchcards.net) and in the pop-up, fill out additional info if needed.

3. Click Save to finish.

Outlook 2007

1. Right-click on a Scratchcards.net email.

2. Click on "Junk E-mail".

3. "Add Sender to Safe Senders List" to finish.

Outlook 2010 and Outlook 2013

1. Click on the tab "Home" > Junk > Junk E-mail Options > Safe Senders > Add.

2. Enter Scratchcards.net and as well as any additional information you might like to add and click OK to finish.

Windows Live/Hotmail

1. Open a Scratchcards.net email.

2. Click on "Add to contacts" (next to Scratchcards.net) to finish.

Mail.ru

1. Create a folder called "Scratchcards.net".

2. Add a new filter > In the "From" box, enter support@scratchcards.net.

If you want to unsubscribe from these emails, you can change your settings in the Notification section of your account. However, you will need to log into your account to check your winnings and access any other news about your account.

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Your account may have been blocked because we are legally obliged by the United Kingdom Gambling Commission to carry out checks to ensure all your sign-up information is correct. For example, we must ensure you are over 18 and thus legally allowed to wager, but there are also other checks we need to make.

You will have been contacted by our Customer Experience Team who will have requested some documents from you. If you could kindly reply to that email with the correct documents, then your account will be unlocked. While it is blocked, we are not allowed to let money leave your account, but any active entries you have will still go on and any winnings on those entries will still be credited to your account.

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Although we love having you around, if you think you need a time out you can always choose between a “Time Out” or a “Self-Exclusion”:

Time Out: This “Temporary Suspension” is a short break which gives you the option of suspending your access to your Scratchcards.net account for a predefined period, ranging from 24 hours up to 1 month. During the selected period, you will not be able to log into your account nor carry out any transaction on Scratchcards.net. After the period has elapsed, the “Time Out” shall be automatically removed, and you will be able to access your Scratchcards.net account and carry out any transactions exactly from where you left it.

Or,

Self-exclusion: This option is a longer break which allows you to suspend your access to your Scratchcards.net account for a predefined period, ranging from six (6) month up to five (5) years. If you chose the Self-exclusion option, your account shall be suspended for a minimum period of six (6) months following the UK Gambling Commission requirements. During the selected period, you will not be able to enter your account nor carry out any transaction on Scratchcards.net. After the expiry of your Self-exclusion period, you will need to contact our Customer Experience Team to request the removal of your Self-Exclusion and reopening of your Scratchcards.net account, which shall be effective after 24 hours.

You can configure these options by visiting the Responsible Gambling section of your account as follows

- Go to “My Account” section in the top right corner.

- Click the “Account Details” tab.

- Head to the “Account Status” section.

- Choose between “Temporary Suspension” or “Self-Exclusion”.

- Choose how long you would like to suspend access to your account for.

- And click on the “Save” button.

If you require help in taking a break, contact our Customer Experience Team who will gladly assist you through the process via LiveChat, by phone or by email to support@scratchcards.net.

PLEASE NOTE: The UK Gambling Commission is providing a national self-exclusion system, GAMSTOP, available for customers resident within the United Kingdom (Great Britain and Northern Ireland) only. Through this system you will be excluded from gambling with online gambling companies licensed in Great Britain. To successfully sign up to GAMSTOP you will need to provide your personal details to confirm your identity, such as your postcode, date of birth and email address. It is important to remember that you cannot sign up to GAMSTOP for another person, but you can help someone else with the process. Once you registered to GAMSTOP you will be excluded for a period of 6-month, 1 year or 5 years depending on the option chosen. You will not be able to cancel your self-exclusion until your chosen minimum period has elapsed.

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You can choose to completely close your account by visiting the Account Details section of your account as follows:

- Go to “My Account” section in the top right corner.

- Click the “Account Details” tab.

- Head to the “Account Closure” section.

- Click on the “Close My Account” button and on the “Confirm” button in the popup window.

Please note that you will only be able to close your account if:

- Your account has been completely verified by us.

- If your actual balance account is 0£.

If you fulfil both above conditions, you will be able to request the closure of your account which shall be executed within 7 days. If you change your mind and decide to not to close your account please contact our Customer Experience Team via LiveChat, by phone or by email to support@scratchcards.net before the 7 days have elapsed.

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You can reopen your account by sending a request to our Customer Experience team by email to support@scratchcards.net.

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You might need a hand to manage the little things so that you can fully enjoy the big things. After all, time really does fly when you’re having fun, so let us watch the clock for you with a very useful tool to maximise your fun, and minimise your frustration, Scratchcards.net’s Reality Check.

You may set your time limit by visiting the Responsible Gambling section of your account as follows:

- Go to “My Account” section in the top right corner.

- Click the “Account Details” tab.

- Head to the “Games Reality Check” section.

- Click on the “New Limit” section and choose your time limit.

- Click on the “Update Reality Check” button, and your time limit shall be set.

You may deactivate this option at any time by clicking on Inactive Reality Check.

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All prizes will be paid directly into your player account at the earliest possible time. Once the winnings have been deposited in your player account, you can then withdraw them into your bank account if you wish or use them to spend on future games rather than making another payment from your chosen deposit method.

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You can visit the Banking Page to find out all available payment methods you may use to Deposit and/or Withdraw on Scratchcards.net.

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Scratchcards.net currently accepts pound sterling (£/GBP). Your payment method will be charged in one of the supported currencies

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Please follow the instructions in the error message you received if you are informed that your preferred payment method cannot be used.

Alternatively, you can always contact our Customer Experience Team via our LiveChat, by phone or by email to support@scratchcards.net for further assistance.

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A SWIFT code is the unique identification code of a particular bank and consists of 8-11 numbers and/or letters. The International Bank Account Number (IBAN) is used to make or receive international payments and is used alongside with the SWIFT code in Europe and in various countries around the world.

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The CVV (Card Verification Value) is an extra code printed on bank cards which acts as an extra measure to combat fraud. For Visa, MasterCard and Diners Club International, the CVV is the final three digits of the number printed on the signature strip on the back of the card. For American Express, the CVV is a four-digit number which appears on the front of the card. Visit Update Payment Method if you need to update or correct your CVV number.

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Once you have confirmed your purchase online, the order cannot be cancelled for logistical reasons. Scratchcards.net employees receive order forms whenever a purchase is submitted and are continuously processing entries throughout the day to make sure customers receive an efficient and reliable service.

If you have a query regarding a purchase or believe that there has been an error, please contact our Customer Experience Team via our LiveChat, by phone or by email to support@scratchcards.net for further assistance.

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Payment methods cannot be registered to multiple accounts for security reasons. If Scratchcards.net’s system finds that your credit card has already been registered to another account on the site, it will bring up an error message. Please contact customer support for additional assistance.

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Making a deposit at Scratchcards.net could not be easier, simply follow the instructions below:

- Log into your Scratchcards.net account.

- Click the “£” button in the right top of the home page.

- Once in the cashier, select the amount of your deposit and click the “Deposit” button.

- Now, choose a payment method from the options you have available.

- Complete the form with your details within the required fields.

- Finally, click on “Pay Now” and completed the transaction.

Alternatively, you may also deposit into your Scratchcards.net account as follows:

- Go to “My Account” section in the top right corner.

- When on Account Dashboard click on the “Deposit” button.

- Select the amount of your deposit and click on the “Deposit” button.

- Now, choose a payment method from the options you have available.

- Complete the form with your details within the required fields.

- Finally, click on “Pay Now” and complete the transaction.

A list of our deposit methods may be found here.

If you require help in making a deposit, contact our Customer Experience Team who will gladly assist you through the process by our LiveChat or by email at support@scratchcards.net.

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You can visit the Baking Page to find out all available payment methods you may use to Deposit on Scratchcards.net.

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At Scratchcards.net you never run the risk of spending more money than you wish by setting yourself a Deposit Limit. Set a maximum Deposit Limit so that no matter what happens or how much fun you are having, you will never deposit more money than you can afford.

You may set your Deposit Limit by visiting the Account Details section of your account as follows:

- Go to “My Account” section in the top right corner.

- Click the “Account Details” tab.

- Head to the “Deposit Limit” section.

- Insert the deposit limit amount you wish in the “New Limit” section.

- Choose if you want your Deposit Limit to be applied per “Day”, “Weekly” or “Monthly”.

- Click on the “Save” button, and your Deposit Limit shall be set.

Example: if you set a daily deposit limit of £100, you deposit £50 and then the same day another £40, you will only have £10 left before your daily limit has been reached. Once you deposit the £10 your daily deposit limit shall be reached, and you will not be able to further deposit during that day.

You may at any time change or remove your limits. Decrease in limits will take immediate effect. If you wish to increase or remove your limits, this will come into effect 24 hours after the previous deposit limit (daily, weekly, monthly or limit period) has ended and after you have contacted our Customer Experience Team to confirm your request.

Note: However, all deposit limit increase or removal will be effective subject to our Customer Experience Team approval.

If you have any questions and/or require help setting your Deposit Limit, do not hesitate in contacting our Customer Experience Team who will gladly assist you through the process via LiveChat, by phone or by email to support@scratchcards.net.

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Usually a deposit is processed instantly to your Scratchcards.net account. In certain unusual cases, your deposit could take up to 24 hours to process.

Once a deposit is submitted, a transaction confirmation will be sent to you via email. If the deposit is not approved, you will also receive immediate email notification from Scratchcards.net. Should the funds not be credited to your player account within the specified timeframe, please check your email “Inbox” (including your “Trash/Junk Mail” folder). If no message is received please contact our Customer Experience Team immediately, via our LiveChat, by phone or by email to support@scratchcards.net.

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If your card deposits are not being approved, please try another card. Alternatively, we accept deposits via many other payment methods. Should you require assistance in depositing, please contact our Customer Experience Team via our LiveChat, by phone or by email to support@scratchcards.net.

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Please send us a proof of the transaction (from the payment method provider) to: support@scratchcards.net. Upon receipt will be able to track your transaction in our system and identify if there was any type of error.

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If you would like to withdraw your winnings to your bank account, you can press the “Withdraw” button in My Account section and follow the instructions on the page to complete your transaction. You can withdraw £5 minimum, and up to £1,000 automatically. If you wish to withdraw more than this amount, then you will need to request separate withdrawals each of which will be subject to a minimum amount of £5 and a maximum amount of £1,000.

You request a Withdrawal as follows:

- Go to “My Account” section in the top right corner.

- When on Account Dashboard, click on the “Withdraw” button.

- Select the amount of your withdrawal and click on the “Withdraw”.

- Now, choose a payment method from the options you have available.

- Complete the form with your details within the required fields.

- Finally, click on “Withdraw Now” and complete the transaction.

If you experience any issues or want to make a specific withdrawal request, please contact our Customer Experience Team via LiveChat, by phone or by email to support@scratchcards.net.

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You can visit the Baking Page to find out all available payment methods you may use to Withdraw on Scratchcards.net.

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All withdrawal requests must be processed and approved by our compliance department before being paid out. We aim to process all withdrawal requests within 72 hours, but in certain circumstances, such as if you have won a larger prize or have made any special withdrawal requests, our Customer Experience Team will contact you directly.

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If your withdrawal request has been refused, you will receive an email from our Customer Experience Team explaining why the request has not been accepted. Common reasons for a refused withdrawal request include attempting to withdraw to a different payment method than the one you used to deposit funds or requesting to withdraw an amount that is bigger than allowed.

If you have any questions about why a withdrawal was refused, please contact our Customer Experience Team via LiveChat, by phone or by email to support@scratchcards.net.

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Once your withdrawal request has been approved, it may take up to 72 hours for funds to appear in your account if you have used a credit card or an eWallet.

If you have not received your funds within this timeframe, please contact our Customer Experience Team via LiveChat, by phone or by email to support@scratchcards.net.

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It may be that you have selected not to receive activity emails. Visit the Notifications section to update your settings and you should receive an email confirmation. You can also check your account on the site in the Transactions section. If emails are sent to your spam/junk mail, you can confirm Scratchcards.net as a safe sender in your email settings.

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Scratchcards.net Customer Experience Agents are available by telephone, LiveChat and email from 11:00 CET and 23:00 CET. Please see the Contact us page for full contact details.

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Scratchcards.net will endeavour to respond to all email enquiries as quickly as possible and will be in touch within 24 hours. The Customer Experience Team can also be contacted via telephone and LiveChat from 11:00 CET and 23:00 CET.

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Scratchcards.net is compatible with all operating systems*. It is recommended that the following browsers are used:

  • Internet Explorer 8 and up
  • Google Chrome **
  • Mozilla Firefox **

If you have a problem or need further assistance, please contact our Customer Experience Team.

*For Mac users and those browsing with Safari and Opera, it may be that some features are not fully functional.

**Please make sure you are using a recent version of these browsers.