FAQs

Categories

Payments & withdrawals

What currency does The Lottery Office support?

All transactions with The Lottery Office are in Australian Dollars (AUD).

How do I add funds?

Once you are logged in, click on your name at the top of the screen on any page and find quicklinks to add funds.

You can add funds via Visa, Mastercard, Bpay and POLi Pay.

Please note: POLi pay is not available for NZ customers.

Useful Link: Add Funds

What are the minimum and maximum amounts I can deposit?

Your account is not opened until you make your first deposit.

The minimum amount you can deposit is $5 in a single transaction.
The maximum amount you can deposit is $3,000 in a single transaction.

PLEASE NOTE: Maximum deposit amount may be less if you have applied spending limits to your account. A deposit restriction of $500 will be applied to unverified customers.

Useful Links:
Add Funds
ID Verification

What deposit methods are available?

The following methods are available for you to fund your account at The Lottery Office. The Minimum deposit is AUD$5.

Visa/MasterCard
Bpay
POLi Pay

Please note: Australia Post pre-paid 'Load&Go' cards do not allow gambling transactions. POLi pay is not available for NZ customers.

Useful link: Add Funds

Why can’t I make a purchase or add funds to my account?

The most common reasons for this are:

  1. Your Bank did not authorise the request. In this instance please contact your Bank.
  2. You are using an expired/Cancelled Credit Card.
  3. You may have reached your funds limit. Additionally you may have set a weekly spend limit previously. You can manage your weekly spend limits in the 'My Settings' tab once you are logged in. Please note: All player accounts have a maximum weekly spending limit: $10,000.

Useful link: My Settings

Why can't I purchase more?

Unverified players have a maximum spend limit of $500.

Verified players have the ability to set weekly spend limits on their account. You may have set a weekly spending limit. To check, please log in and go to the 'My Settings' tab under your account.

All players are subject to deposit limits of a $3,000 max. per transaction and $10,000 max. per week.

Useful Link:
ID Verification
Weekly Spend Limits

Why is my credit card being declined?

Some banks block what they consider 'Gambling transactions' on their credit cards.

If your card is being declined it may be due to this and we recommend querying with your bank if they accept this type of transaction. You can also contact our Customer Support team as well to see what response the bank has returned on your attempted transactions.

How will deposits appear on my Credit Card / Bank Statement?

Debit and Credit Card transactions will appear on your statement as 'THE LOTTERY OFFICE WINNELLIE'
BPay transactions will appear on your statement as 'LOTTERY OFF'. Some banks may shorten the name that appears.
POLi pay transactions will show the POLi ID number.

PLEASE NOTE: Some credit card deposits may incur a 'cash advance fee' due to the activity being considered a 'gambling transaction'. This is determined by a players bank and you may wish to check with your bank to clarify if your deposits will trigger this fee. To avoid this fee, we suggest using a Debit Card, BPay or POLi Pay.

POLi pay is not available for NZ customers.

Can I save my payment method?

Yes. Each time you enter new payment details you will be given an option to save the payment method for future use, just be sure to check the box.

Useful link: Add Funds

Can I use a payment method that’s different to my default?

Yes. When adding funds to your account or during purchase simply choose 'Add a new Visa/Mastercard' within the Payment details dropdown box.

Useful link: Add Funds

How do I add a new payment method?

When purchasing or adding funds to your account, you will need to add a new payment method first.

To use a Credit/Debit card:

  1. Click on 'Add a new Visa/Mastercard' within the Payment details dropdown box
  2. Choose the method you prefer
  3. Complete all fields with the correct details
  4. Click 'Purchase' or 'Add $XX'

To use BPAY:
Click on 'Add $XX' to see the Biller Code and Reference number.
These details will also be emailed to you.

To use POLi Pay:
Click on 'Add $XX' and you will be directed to a secure pop up that prompts you to log in with your online banking details. Poli transactions are usually instant but may take up to 15 minutes to reflect in your account. You will receive an email to confirm a successful deposit.

Please note: POLI pay and BPAY can only be used for deposits. POLi pay is not available for NZ customers.

Useful link: Add Funds

How do I delete a payment method?

Once you are logged in, click on your name at the top of the screen and navigate to 'My Account'.

Go to 'Payment details' under the 'My Settings' tab. Here, you can remove any saved payment details you no longer wish to use.

Useful link: Payment details

Why am I being charged a cash advance fee?

Some credit card deposits/purchases may incur a 'cash advance fee' due to the activity being considered a 'gambling transaction'. This is determined by a players bank and you may wish to check with your bank to clarify if your deposits will trigger this fee. To avoid this fee, we suggest using an alternative payment method like Debit Card, BPay or POLi pay.

Please note: POLi pay is not available for NZ customers.

How do I withdraw money from my account?

To make a withdrawal please follow the steps below:

  1. Go to the withdrawal section under My Account
  2. The amount you can withdraw will be displayed as 'Available Balance'
  3. You can choose 'Other' and type in the amount you wish to withdraw
  4. Select your preferred withdrawal method.
  5. Click 'Withdraw'

Timeframes for receiving payment vary and will display according to your chosen withdrawal method. Withdrawal limits and international bank transfer fees may apply.

Please note that deposited funds are unable to be withdrawn due to our Government licence conditions. Bonus rewards cannot be claimed in cash.

Useful Link: My Account

What withdrawal methods are available?

The following methods are available for you to withdraw winnings from your account:

Bank transfer
- Min. AU $10
- 2-3 business days
- Transactions will appear as 'LOTTERY OFFICE'

Please note: International Bank transfers may incur transfer fees. You may also elect to be paid by cheque payable only in the winning customer's name.

Useful link: My Account

What is the minimum amount I can withdraw?

The minimum amount you can withdraw is $10 in a single transaction.

Please note: International Bank transfers may incur transfer fees.

Useful Links: Withdraw Funds

How long will it take for a withdrawal to hit my bank account?

Most withdrawals will take 2-3 days to hit your bank account.

Please note: International Bank transfers may incur transfer fees.

Why does my account need to be verified before I can withdraw?

The Lottery Office is licensed and regulated by The Northern Territory Government of Australia. The Anti Money Laundering and Counter Terrorism Act 2006 now requires all providers of online gambling operators to verify their customer details within 14 days of the customer opening an account and before making withdrawals. in the spirit of cooperation with authorities we attempt to verify your identify within 14 days and will not permit any withdrawals from your account until such verification is completed.

Useful Link: ID Verification

Why can't I withdraw my deposit?

Our Government Licence dictates that funds deposited by players into their Lottery Office accounts can't be withdrawn in accordance with anti-money laundering legislation. This is to prevent our player accounts being used as a form of bank account in a way that may breach Money Laundering and Anti-Terrorism laws. As soon as you are a verified player, you are able to withdraw any winnings you may have.

How do I update the expiry date on my credit card?

You can delete saved payment methods under the 'My Settings' tab once you are logged in. Next time you make a purchase or add funds, check the box to save your new details.

How do I set a spending limit?

Once you are logged in, click on your name at the top of the screen and navigate to 'My Account'.

'Weekly Spend Limit' can be found under the 'My Settings' tab.

Useful Link: Weekly Spending Limit