Scratching off a new card can be exciting, but what if the card is damaged before you’ve even had a proper look? Whether a section won’t reveal or the card has torn, it’s natural to wonder what your options are.
It’s also common to be unsure about what counts as “damaged” and whether a shop can refuse a claim. The good news is there are clear rules in the UK that explain what to do and who can help.
Read on to see what counts as damage, who to speak to first, and how the claims process works from start to finish, all in plain English.
How Do I Know If My Scratch Card Is Damaged?
A scratch card is classed as damaged if it is not in the same condition as when you bought it and that change could affect checking or claiming a prize.
Physical damage is the most obvious. Tears, holes, creases and worn areas can remove or blur important information. Scratching too hard can strip off symbols or numbers so they become unreadable.
Damage is not limited to the play area. If the barcode, serial number or security panel is missing, covered, or smudged so it cannot be scanned, a retailer’s terminal may refuse it. Spills from water or drinks can have the same effect if they hide key details.
You might also see faults from the outset, such as the foil coming away too easily or parts of the play area already exposed at purchase. That can mean the card is faulty as well as damaged.
If you are unsure, check that all text, serial numbers and game symbols are clear, and that nothing looks altered or incomplete. If something seems off, the claims process below explains how to get it reviewed.
What Evidence Should I Gather To Support My Claim?
When claiming with a damaged scratch card, it helps to gather a few key pieces of proof before you start.
Keep the actual card safe and avoid causing any more damage. Do not try to repair it with tape or glue, as this can lead to rejection.
Take clear photos of the front and back, making sure serial numbers and barcodes can be seen. Include close-ups of any damaged areas alongside wider shots that show the whole card.
If you still have the shop receipt, keep it with your notes. A receipt shows where and when the card was bought and helps confirm it is yours. It can also be useful to note the shop location, date of purchase, and the name or description of any staff you spoke to. If it was a gift, note who gave it to you if known.
Having this evidence ready makes it easier for the operator to check security features and confirm what happened. With that to hand, the next step is usually to speak to the retailer where you bought it.
How Do Retailer Claims Work For Damaged Scratch Cards?
If you discover your scratch card is damaged, take it back to the shop where you bought it and explain the issue. Retailers are set up to check and validate cards, but significant damage can stop their terminals from scanning barcodes or reading serial numbers.
Staff will attempt to check it. If the machine can still read the details, smaller prizes may be paid at the counter in line with normal retail limits.
If the card cannot be scanned due to damage, the retailer will not be able to pay you directly. In that case they may provide a claim form or direct you to contact the National Lottery operator for assessment. For higher-value prizes or more complex cases, the card and evidence will need to go to the operator for full security checks.
Shops sometimes have their own small procedures for referring damaged cards, so asking politely what they recommend can save time. If the shop cannot help further, the operator route is the right next step.
How Do I Claim A Damaged Scratch Card From The Operator?
If your card cannot be processed at the shop, contact the official National Lottery operator. They will explain how to submit your claim and where to send the card.
You will usually be asked to post the original scratch card with a completed claim form and any supporting evidence, such as your receipt. Claim forms are available on the operator’s website or by request over the phone. As noted earlier, keep your own photos and copies for your records, and use a tracked postal service so you can confirm delivery.
Once received, the operator inspects the card and checks built-in security features, including serial numbers and other markers designed to confirm authenticity. They also look for any signs of tampering.
If the card is verified and the claim is within the time limit, the prize is paid using the usual process. If not, you will be told in writing why the claim could not be honoured. For the latest address and instructions, always check the operator’s official website before sending anything.
How Long Do I Have To Claim A Damaged Scratch Card?
Scratch cards in the UK have a set claim period that also applies to damaged cards. For National Lottery scratch cards, the standard period is 180 days from the date the game closes.
You can find the closing date for your game on the National Lottery website, and sometimes on in-store materials. The final date to claim is 180 days from that closure date, not from the day of purchase.
Claims outside this period are not accepted, regardless of whether they are made in person, by post or in any other way. If your card is from a different lottery operator, check their website or customer services for their deadlines, as they may differ.
If you are posting a claim, allow enough time for delivery and processing so it reaches the operator within the deadline. A tracked service helps you keep an eye on timings.
What Happens If The Operator Refuses My Claim?
If the operator decides not to pay out on a damaged scratch card, they will explain the reason in writing. Common reasons include missing or unreadable security information, an inability to verify the card as genuine, or evidence that the card may have been altered.
If you believe the decision is wrong, you can make a complaint through the operator’s complaints process. Include your reference number, copies of your evidence, and a clear summary of why you think the outcome should be reviewed.
If you are still unhappy after the operator’s final response, you can take the matter to the Independent Betting Adjudication Service (IBAS). IBAS is an independent UK service that looks into disputes between consumers and gambling companies when agreement cannot be reached. They will consider both sides and issue a decision that registered operators must follow. Guidance on making a referral is available on the IBAS website.
How Do Online Scratch Cards Differ From Physical Tickets When Damaged?
Online scratch cards do not face the same damage issues as paper tickets. Your play exists digitally and is linked to your account, so outcomes and balances are recorded automatically.
If something goes wrong online, it is usually technical rather than physical. Examples include a game freezing, an error message appearing, or a prize not showing in your balance. In those cases, contact customer support through live chat, email or phone. Details such as the game reference number, the time you played and any screenshots help the operator review your account history and resolve the issue.
Because all activity is logged, investigations rely on system records rather than a physical ticket. If you disagree with the outcome, raise it through the operator’s complaints process, and if needed, you can refer the dispute to IBAS in the same way as with physical products.
If gambling is starting to worry you, free confidential help is available at BeGambleAware.
**The information provided in this blog is intended for educational purposes and should not be construed as betting advice or a guarantee of success. Always gamble responsibly.