Scratchcards are a common choice in the UK, bought both in shops and online. If a card is damaged or difficult to read, it can be unclear what to do next.
Operators such as the National Lottery and licensed gambling providers set their own processes for damaged or unreadable cards. These processes must meet requirements of the UK Gambling Commission (UKGC) on fairness and transparency.
This guide explains what counts as damage, who to speak to first, the details you may need to provide, and how claims are assessed from start to finish. Read on to learn more.
What Counts as a Damaged Scratch Card?
A damaged scratchcard is one that has changed physically since purchase in a way that makes it difficult to confirm the result. This could include smudged print, torn panels, holes, faded ink, scratched-off areas that go too deep, or a barcode that is worn or missing. Water, heat, bending and general wear can all create problems. These issues can affect both cards bought in shops and those linked to digital accounts.
For online or app-based games, “damage” usually means a technical fault. This might include incomplete displays, missing symbols, error messages, or results that do not load as expected.
Most operators publish game rules and validation terms. These explain how damaged or unreadable entries are handled. Checking those details could help you understand what counts as damage and who to contact.
If you do decide to try your hand at scratchcards, remember to do so responsibly and within your means; never wager more than you can afford to lose.
How to Claim a Damaged Scratch Card in the UK?
If you have a physical card, keep it in a dry and flat condition. Where possible, avoid scratching any further areas. For National Lottery scratchcards, a claim may start at the retailer that sold it or by contacting the operator directly. Shops can pay smaller prizes, but if the card is hard to scan or key parts are unclear, you may be asked to complete a claim form so it can be checked centrally.
In some cases, you may need to post the card, along with a receipt and a completed form, to the operator. The review checks whether the card can still be validated and whether the prize can be confirmed. Timeframes vary, and higher-value claims or unusual issues may take longer.
If the scratchcard was bought online, claims are handled through your account. Open the relevant game or ticket history and report the issue via the website or app. Short notes on what happened, plus screenshots if available, may help. Each provider sets out the steps in their terms.
Claims for National Lottery scratchcards must be made within 180 days of the game closing date. Online instant win games also have a 180-day deadline.
When Should You Contact the Retailer?
Speak to the retailer if you notice a problem as soon as you reveal the panel or if the card will not scan. Shops are used to unclear panels, bent cards and unreadable barcodes, and they can attempt a check on their terminal.
If the terminal confirms a prize up to £100 and the card can be validated, payment may be made in store. If the card cannot be read, if the panel is too damaged, or if the amount is higher, staff will advise on the next step. That usually means completing a claim form or sending the card to the operator for assessment. A receipt might be helpful if you have one.
Online purchases are different, as they are reviewed through your account rather than in-store.
When Should You Contact the National Lottery?
Contact the National Lottery if key parts of the card are unclear, such as a missing or unreadable barcode, a damaged validation number or a panel that cannot be assessed by the retailer. It is also the right route if the prize is above £100 or if the shop’s system cannot confirm the result.
You may be asked to fill in a claim form and send the card and any supporting documents. Severe damage, printing errors, faded tickets or incomplete panels can be reviewed against the game’s rules to see if the entry can still be validated fairly.
Instructions are available on the National Lottery website or through their customer care helpline. For online scratch games linked to National Lottery accounts, queries are handled through your account and their digital support team.
Information You Will Need to Provide
Claims usually require some basic personal details so the operator can verify identity and keep you updated. You may need to provide your full name, address, a contact number and, where possible, an email address.
For the card itself, include anything that helps identify the game and entry. This typically means the game name, serial or ticket number, card number and any visible barcode details. If you bought the card in a shop, a receipt supports the claim, especially if the card is difficult to read. For online claims, you may be asked to confirm your account details, the date and time of purchase, and to share screenshots showing the issue.
The official claim form or help pages list the exact items needed, so checking before you submit could potentially help to avoid delays.
What Happens After You Submit a Claim?
Once your claim is received, trained staff review the card or digital entry and compare it with the game’s validation records. For physical cards, this can include checks on serial numbers, printing features and whether the panel matches an issued ticket. For online entries, system logs and transaction records are used to confirm what was purchased and what was displayed.
If the claim is approved, payment follows the operator’s process. Smaller amounts may be paid by participating retailers or sent to a nominated bank account. Higher sums may require additional verification before funds are released.
If something is unclear, you may be contacted for more details or given an update on timelines. Reviews can take longer for larger prizes or where the card is badly damaged, as accuracy is a priority.
Can You Get a Refund or Replacement?
This depends on the cause of the problem. If there is evidence of a printing fault, a replacement ticket or an equivalent remedy may be offered after assessment. Retailers may direct you to the operator so the card can be inspected properly.
Refunds are not common for used scratchcards, particularly where damage occurred after purchase. Each case is assessed against the game rules. For online games affected by display or software issues, outcomes follow the provider’s terms, and you may be asked for screenshots or device details so the fault can be checked.
Policies can vary between retailers, online platforms and game types. If you are unsure, use the operator’s complaints or customer support route to confirm what applies.
If you are unhappy with the outcome of a claim, the operator’s complaints procedure is the first step. If the issue is not resolved, it can be referred to an independent Alternative Dispute Resolution (ADR) provider approved by the UKGC, such as IBAS.
Tips to Avoid Scratch Card Damage in the Future
Store cards flat in a dry place and keep them away from heat, moisture and direct sunlight. These can fade ink and affect barcodes, which makes validation more difficult.
Reveal the panel gently with a coin or similar smooth edge. Avoid sharp objects and heavy pressure, as this can tear the print or remove the information beneath.
When carrying cards, keep them in a wallet or sleeve rather than a pocket with keys or loose coins. Folds, creases and surface scratches are common causes of unreadable panels.
For online play, keeping a stable internet connection and saving any on-screen messages when something goes wrong helps customer support resolve issues.
**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.
*All values (Bet Levels, Maximum Wins etc.) mentioned in relation to these games are subject to change at any time. Game features mentioned may not be available in some jurisdictions.