Losing a scratch card or finding one damaged can feel worrying, especially if you think it might be a winner. It’s not always clear what to do next or whether any claim can still go ahead.
This blog post outlines what typically happens when a card is damaged or goes missing, how claims tend to be handled, who you might need to contact, what sort of information helps, and how long everything usually takes.
Read on to learn more.
What Happens If Your Scratch Card Is Damaged?
A scratch card can be affected by various things—tears, spills, or even just over-scratching the panels. Any of these can leave the card hard to read or incomplete.
But even if the card looks worse for wear, that doesn’t always mean it’s unusable. Operators tend to focus on whether enough of the card remains to tell if it’s valid and what the outcome might have been. If that’s still possible, they may be able to proceed.
Cards that are too badly damaged might be turned down—particularly where important features are unreadable or appear altered. Still, many cards survive with only minor issues, and a closer inspection often makes the situation clearer.
If yours looks like it might still be legible, the next section walks through what usually happens when such a card is reviewed.
How to Claim a Damaged Scratch Card
Where a scratch card is in poor condition, the standard process usually involves having it reviewed directly. This is because operators rely on certain details—some visible, some embedded—to confirm whether a card can be accepted.
You’ll typically need to send the card by post to the validation team. Sending all the pieces, using a protective envelope, and avoiding anything that covers printed elements helps the review go more smoothly. Many people also take their own photos beforehand and use recorded delivery.
A short explanation of what caused the damage—whether it got wet, torn or otherwise affected—may be beneficial. This gives the team some background when checking the ticket. If they’re satisfied it meets the conditions, they’ll go ahead and process the prize. If not, you’ll usually get a clear reason why.
Steps to Take If Your Scratch Card Is Lost
If a card has gone missing, it can feel like the end of the line—but that’s not always the case. Operators normally require the original ticket to pay out, but some situations allow for a review, especially if other information is available.
At this point, what you know about the purchase becomes important. Things like when and where you bought it, and which game it was, can all help. More on that in the next section.
Even though physical proof is needed in most cases, contacting the operator can still be worthwhile. They can make a note of what happened, offer guidance, and explain what to do if the card turns up or more details come to light.
What Evidence Do You Need to Provide?
For lost or damaged cards, what matters most is the kind of information that can support the claim. For example, in the case of a damaged card, the original card is still essential. If the card is lost, then whatever ties the purchase to a time and place becomes more valuable.
Some of the most helpful details include:
- For damaged cards: the card itself (in full, if possible), clear photos of both sides, and a short written summary of what occurred.
- For lost cards: receipts, bank statements, game name and price, location and time of purchase, and how it was paid for.
- For all claims: your name and contact details, and in some cases, ID—particularly where a larger sum is being looked at.
Providing complete and organised details usually helps the process move along more efficiently.
How Long Does It Take to Process a Claim?
Timelines vary, but simple cases can be sorted within a few weeks. More complex ones may take longer, particularly where the card is damaged or the information provided is incomplete.
Having the right material to hand may also make a difference. For example, good-quality images or a clear paper trail can prevent delays. Postage time also adds a few days each way, so using a method you can track is often preferred.
There’s also a limit on how long you have to act. Every game has a final date for submitting claims, and missing that window can mean the claim isn’t accepted. If you’re unsure where things stand, contacting the operator is the best step.
Who Should You Contact for Help With a Scratch Card Claim?
The main point of contact is the operator listed on the card. They’re the only ones set up to review entries, confirm eligibility, and arrange any prize due. Their contact information is usually printed directly on the ticket and also appears on their official website.
Retailers, while potentially helpful, aren’t able to make decisions or process claims themselves. What they can do is point you in the right direction.
If you’re unsure where to begin or would like independent input, Citizens Advice may offer guidance. For those thinking about their approach to playing overall, GamCare provides free, confidential conversations.
Tips to Protect Your Scratch Cards From Damage or Loss
A few small steps now might be helpful later on, especially if something unexpected comes up.
Try to keep your cards flat, dry and out of direct sunlight. Avoid placing them in tight wallets or pockets where they might bend or crease.
When scratching, go slowly, just enough to reveal the symbols without scraping the text underneath. Keeping receipts until the card is checked is a good idea, especially if you paid by card. That transaction record could come in handy.
Snapping quick photos of both sides after purchase may be helpful, too. If the card is ever lost or damaged, having those images could make follow-up a bit easier.
If there’s a place for a signature or initials on the back, adding yours can make it easier to show the card belonged to you.
Putting all your scratch cards in one secure spot and checking the expiry dates from time to time may make the whole process much easier if a claim ever needs to be made.
Handled with care, even a card that’s been damaged or misplaced might still be valid. With the right steps and a bit of forward planning, claims may still go through.
If you choose to buy scratch cards, always do so with responsible gambling practices in mind and never spend more than you’re willing to lose.
**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.