Realising a scratch card is damaged can be worrying, especially if there might be a prize on it. Many people are unsure what to do next or whether a claim will be accepted when a card is not in perfect condition.
There are clear rules in the UK for dealing with damaged cards, and the process is more straightforward once you know who to contact and what evidence is needed. Before you bin the card, take a moment to understand the steps so your claim can be properly assessed.
In this guide, you’ll find how to tell if the card counts as damaged, how to check it is still valid, who to contact, and what happens during verification, so you know what to expect from start to finish.
What Counts As A Damaged Scratch Card?
A scratch card is classed as damaged if it is not in the condition it was when sold. That can be anything from a small tear or crease to a missing section.
Typical issues include panels scratched too far, making the symbols hard to read, or printing that has smudged after getting wet or dirty. If the barcode or security number cannot be scanned, that also counts as damage because those details are needed to confirm a prize.
Bending and folding can cause problems if they make parts of the card unclear. If a terminal cannot scan the card, or key information is difficult to read, it will likely be treated as damaged and a manual claim process will be needed.
Once you know it is damaged, the next question is whether the card is still within the claim period.
How Do I Check If My Scratch Card Is Still Valid?
Start by checking the expiry information printed on the back. Most claims must be made within a set window, often 180 days from the game’s close date. If the close date is not obvious, you can usually find it on the National Lottery website or the relevant provider’s site.
Take a close look at the security panel and numbers. These are used to verify claims, so they need to be readable and untampered. If they are unclear, it does not mean a claim is impossible, but more checks will be needed.
Keep an eye on the barcode too. This is how shop terminals check if a card is a winner. If it will not scan or looks faded, contacting the card issuer is the sensible next step. For National Lottery cards, participating retailers can often check a card’s status on their terminal, and there is support online or by phone if a shop cannot help.
If the card is still in date but cannot be scanned or read easily, it is time to speak to the issuer about a damaged-card claim.
Who Do I Contact To Claim A Damaged Scratch Card?
Get in touch with the company that issued the card. For National Lottery scratch cards, use the contact details on the back of the card or visit the official website to find the helpline and claim guidance. The operator will explain the process and where to send anything required.
For cards from other providers, use the customer service details shown on the card or packaging. Most have a clear process for damaged cards and will tell you how to submit a claim.
Keep the original card safe. Do not try to repair it with tape, glue, or marker pen, as that can affect verification. Only post the card when the issuer tells you to and to the address they provide.
They will often ask for supporting evidence, which is easy to prepare if you know what they need.
What Evidence And Photos Should I Provide?
Clear, well-lit photos help speed things up. Take images of the entire front and back of the card so the layout and any printing are visible. Then add close-ups of the damaged area, whether that is a tear, a smudged panel, or a faded barcode.
If any part of the game area, serial number, or security code is visible, include it in the photos, even if it is only partly clear. If you still have the receipt, photograph that too, as it can support the purchase date if there are questions about timing.
When you contact the issuer, they may ask for specific angles or file types. Follow their requests and keep the original card until they confirm what to do next.
If you prefer to speak to someone in person, an in-store visit can be a helpful first step.
How To Claim A Damaged Scratch Card In-Store
Take the card to the shop where you bought it, or any authorised retailer for that brand. Explain that the card is damaged and ask staff to check it on their terminal. If the terminal reads it, they will follow the usual procedure. If it will not read, the shop cannot pay a prize directly.
For a National Lottery card, staff can point you to the official prize claim form and where to get it if they do not have one to hand. For other brands, check the instructions on the card or speak to the manager for the correct next steps.
Complete the claim form carefully and keep both the form and the damaged card until you are told to post them. It is sensible to take photos or copies for your own records before sending anything.
If visiting a shop is not convenient, or they cannot progress the claim, you can submit it by post or online.
How To Claim A Damaged Scratch Card By Post Or Online
Many issuers accept claims by post, and some allow an online start to the process. For National Lottery cards, download the prize claim form from the official site, complete it, and post it with the original card to the address shown. Using a tracked postal service provides proof of delivery. Keep copies of everything you send.
Other providers may invite you to begin online by sending clear images of the front and back of the card, plus the receipt if you have it. They will confirm whether you need to post the physical card and where to send it.
Processing times vary by issuer and by how damaged the card is. You should receive confirmation when your claim is logged, followed by updates if further checks are needed.
Once your claim is in, it goes through verification. Here is what that involves.
What Happens During Verification And How Long Will It Take?
Verification means the issuer checks the card’s details against their records to confirm any prize. They look at serial numbers, control codes, the game area, and any visible printing to make sure the claim matches what is on their system.
Where damage makes parts hard to read, specialist staff review the original card and your photos, and may use additional equipment to examine the print. If something is unclear, they might contact you for extra information or to confirm details. For higher-value claims, you may be asked for identification and payment details so funds can be issued correctly once the card is approved.
Timelines depend on the issuer and the complexity of the case. Straightforward postal claims can be resolved in around two weeks, while heavily damaged cards or cases that need extra checks can take longer. If in doubt, use the contact details provided when you submitted the claim to ask for an update.
Understanding how decisions are made can help manage expectations, especially if a claim is not successful.
Why Might A Damaged Scratch Card Claim Be Rejected?
Claims are usually declined if the issuer cannot verify the card. If the serial number, barcode, or security features are missing or unreadable, there is no reliable way to confirm a prize. Claims also fail if the game’s claim period has ended. After an expiry date passes, payments cannot be made.
Alterations raise problems too. Extra writing, taped repairs, or any signs of tampering can invalidate a claim because they interfere with the checks used to protect the integrity of the game.
Process matters as well. If requested documents are not supplied, photos are unclear, or the claim is sent to the wrong place, it can cause delays or a refusal. The issuer must follow the terms and conditions set for each game, and if a card does not meet those standards, they are required to reject it.
If your card is damaged but still in date, the best approach is to keep it safe, gather clear evidence, and follow the issuer’s instructions carefully. That gives your claim the fairest possible assessment from start to finish.
**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.