FAQs
GENERAL QUESTIONS
What are the Play Online operating hours?
Players will be able to purchase Entries through Play Online between 6am to 12 midnight, 7 days a week, except on Good Friday, ANZAC Day and Christmas Day. Entries will not be available for purchase on Good Friday or Christmas Day. On ANZAC Day (April 25) Entries will be available for purchase from 12 midday to 12 midnight. However, the system will usually be available 24 hours per day, 7 days per week for players to access their Play Online account to view past transactions, withdraw funds and change details.
Draws close at varying times depending on the game and the time of year. See the Games information section for more information.
Play Online entries will be disabled one minute prior to draw close for each game and draw.
If I need help and want to speak to someone, who do I call?
Call Lotterywest on 08 9340 5200 during customer support hours.
Where can I find out about Lotterywest games, prize divisions and odds of winning?
You can find information about all of our games in the Games information section of our website.
Can I cancel an entry?
No. After you have confirmed your Play Online entry, there is no facility for you to cancel your own entry.
When purchasing entries on Play Online you will be prompted to confirm your purchase prior to finalising each transaction. When you are in the ‘Confirm your purchase’ screen, check that you have the correct details before you click ‘Purchase’.
If I register for Play Online will I be added to a promotions email list?
When you register for Play Online you can choose whether you want to receive information about jackpots, Superdraws and promotions by leaving the appropriate box ticked. If you leave this box ticked you will occasionally receive emails from Lotterywest about these events. If you clear this box you will only receive emails related to your Play Online account activity. You can change this option at any time by clicking 'Edit my details'.
What are favourites?
Favourites is a way of saving your own numbers so you don’t have to reselect them every time you play. Only entries created using ‘Play own numbers’ can be saved as favourites.
If you want to save an entry as a favourite, create your entry and then tick ‘Save as favourite’, name your favourite numbers and then purchase your entry.
To use a favourite, first select the game you want to play, then click on ‘Play favourite’ and choose which favourite you want from your list. Complete your purchase by following the prompts on screen.
You can delete and rename your favourites in the ‘Favourites’ screen section.
Where does the money go from the sale of lottery products on Play Online?
Over 33 cents in every dollar goes back to the WA community through health, sports, arts, charitable and community organisations. About 60 cents in every dollar goes to player prizes. Less than 10 cents in every dollar is used for Lotterywest's operating expenses.
Is there a difference in the cost of purchasing tickets through Play Online compared to a retail outlet?
No. All tickets cost the same regardless of whether you purchase through Play Online or from a Lotterywest retailer.
Have I received a scam email?
Play Online is safe and secure, however internet scams do exist. If you receive an email which sounds too good to be true, it probably is.
Unauthorised overseas operators send mail and emails to people throughout the world claiming to be Lotterywest. These scams often claim the recipient has won a large prize and should send further details or money (sometimes called a handling fee) for the prize to be paid. Lotterywest does not charge any handling fees for prize payouts.
We will never ask you for your Play Online password. If you wish to check if a message you have received is from Lotterywest please email us at playonline@lotterywest.wa.gov.au or call us on 08 9340 5200 during business hours.
You can find more information on scams at http://www.docep.wa.gov.au/consumerprotection/scamnet/default.html
REGISTRATION
Is there an age limit to play?
Yes, you must be 16 years or older to play (and be able to prove your age at registration).
Can I register and play if I don’t live in Western Australia?
You must have a Western Australian residential address to register for Play Online. PO Boxes are not accepted as a residential address. If you are temporarily located outside of Western Australia you need to check if the laws in that region allow you to use Play Online.
Why do I have to complete an identity check?
By law you must be 16 years or older and a WA resident to play. Proof of identity is required to ensure all players meet these criteria.
What is identity verification?
If you are registering online, you will be redirected to a secure electronic identification service – GreenID. greenID will check your details against existing files such as the White Pages, WA Electoral Roll, Medicare, WA Driver's licence and Australian passport records.
Registering and verifying your identity online is completely secure.
Once your identity has been verified you will be sent a temporary password by email so that you can access your account.
Can I register offline?
If you are unable, or prefer not to register online, you can register offline. You will need to enter your details in the registration page, then click 'Register Offline' and follow the instructions on screen. You will need to provide copies of documents to verify your identity.
Once your identity has been verified you will be sent a temporary password by email so that you can access your account.
Why haven't I received my temporary password after registering for Play Online?
Once your identity has been successfully verified a temporary password is sent to the email address you supplied during the registration process. If your temporary password has not been delivered to your ‘inbox’, check your 'spam' folder as mail from an unknown source can be filtered into this folder.
If you still cannot locate your temporary password, call Lotterywest on 08 9340 5200 during customer support hours and another temporary password will be sent to you.
If your identity has yet to be verified by Lotterywest, you will need to wait until verification has taken place before another temporary password can be sent. For online verification this may take up to three business days, for offline verification, this may take up to five business days.
Are my details shared with anyone else?
The details you provide to greenID to verify your identity will not be kept on file and will not be shared with anyone else. For more information visit www.greenid.com.au.
The personal details in your Play Online account will be kept secure and used to contact you about your account if it is necessary. You will not be sent promotional emails unless you opt in to receive notifications about upcoming jackpots, Superdraws and promotions.
YOUR ACCOUNT
How do I deposit money into my Play Online e-wallet?
To deposit funds from your cheque or savings account you can only use BPAY® and you need to go to your financial institution’s telephone or internet banking facility. To find out the Biller Code and Reference number for BPAY® go to ‘Manage my e-wallet’ and click on ‘Deposit (cash in)’. A BPAY® transfer may take one to three working days to reach your Play Online e-wallet. You cannot use a credit card via BPAY® to transfer funds to Play Online.
You can transfer funds from your credit card (Visa or MasterCard only) directly to your Play Online account from the Play Online website. Please note that some financial institutions may treat a transfer by credit card as a cash advance. Interest and fees would then be charged from the time of transfer. In addition, some credit card issuers may not allow funds transfers to a lottery website. Check with your financial institution for more information.
What do I need to open a Play Online account?
You need proof of identity to register.
To complete an online registration make sure you have your WA Driver's licence or Medicare card with you. If you are not on the WA Electoral Roll you may also need your Australian passport to complete the identity verification process.
To complete an offline registration you will need to download, print, complete and send the Application for Registration form to us, along with copies of documents requested in the form.
What if I can’t remember my password?
If you enter your password incorrectly five times, your account will be locked. You can reset your password by clicking on the ‘Forgotten your password’ link in the centre of your screen. You will need to correctly answer a security question before a temporary password will be emailed to you. When you log back in you can create a new password.
How do I change my details (address, telephone, email) online?
Click on ’Edit my details’ on the right hand side of the page, then click on ‘Contact’ and you will be able to change your address, telephone numbers and email address.
How do I change my weekly spending limit?
Click on ’Edit my details’ on the right hand side of the page, then click on ‘Personal limits’ to change your weekly spending limit. You can change your weekly spending limit at any time, but it must remain under the $200 Lotterywest limit.
How do I self-exclude?
Click on ’Edit my details’ on the right hand side of the page, then click on ‘Personal limits’. Select ‘Self-Exclude’ and the period of time you would like. Once you have selected a period of self-exclusion you cannot change the period of time until that time has lapsed.
How do I close my account?
Click on ’Edit my details’ on the right hand side of the page, then click on ‘Close My Account’. You can close your account at any time provided your Play Online e-wallet balance is zero and any draw in which you have purchased entries has been drawn.
How do I close my account if I still have a balance in my Play Online e-wallet from a credit card deposit?
You need to contact Lotterywest Customer Enquiries on 08 9340 5200 during business hours.
Can I let anyone else use my Play Online account?
No. In the ‘Terms and conditions’ you accept when you register for Play Online, you agree to not share your Play Online account details or password with anyone.
Why are there spend limits and what happens if I reach my spend limit?
Lotterywest has set a maximum spend limit of $200 per week to promote responsible play, however you should only spend what you can afford. You can also reduce your own spending limit to ensure you do not exceed your budget. Click on ‘Play Responsibly’ at the top of the page for more information.
Can I play if I’m overseas or interstate on holiday?
You must have a current Western Australian residential address to use Play Online. If you are temporarily located outside of Western Australia you need to check if the laws in that region allow you to use Play Online.
Can the financial institution account that I nominate be in joint names?
You can use a joint account as long as you are one of the named account holders.
How long does it take for my transfer from my credit card or financial institution account to show up in my Play Online e-wallet?
Usually a transfer from your credit card will appear immediately. A BPAY® transfer can take from one to three working days.
Where can I view my entry details?
Go to ’Check my entries’ to see the details and status of the entries you have bought and prizes you have won.
How do I print my entry?
After you have purchased your entry, click on ’Print copy’.
Where can I view my purchase history?
Click on ’Manage my Play Online e-wallet‘ on the right hand side and then click on the ‘Transaction History’ tab.
Can I withdraw funds from my account?
You can withdraw funds from your Play Online account that you have won, or deposited by BPAY® (from a savings or cheque account). The funds withdrawn will be transferred into your nominated financial institution account.
You cannot withdraw funds that you have transferred from your credit card to your Play Online account.
How long does it take for funds to be transferred from my Play Online
e-wallet to my nominated financial institution account?
Any funds withdrawn from your Play Online e-wallet and deposited into your nominated financial institution account will take one to three working days to appear.
How much can I deposit into my Account?
You can transfer between $10 and $200 at a time into your Play Online e-wallet. There is no daily or weekly limit – the limit only applies to individual transfers. However your e-wallet can only contain a maximum of $5,000. Once your e-wallet balance reaches $5,000 you will not be able to purchase entries until you withdraw funds and reduce your e-wallet balance below $5,000.
What are the fees for using BPAY®?
There are no fees payable to Lotterywest to transfer funds by BPAY® to your Play Online account. You should check with your financial institution if there are any fees payable to them for this service.
Is a credit card deposit treated by my financial institution as a ‘purchase’ or as a ‘cash advance’?
This depends on the financial institution. Some financial institutions may treat a transfer by credit card as a cash advance. Interest and fees would then be charged from the time of transfer. In addition, some credit card issuers may not allow funds transfers to a lottery website. Check with your financial institution for more information.
What should I do if I think someone has accessed my Play Online account to purchase games and/or withdraw funds without my knowledge?
Contact Lotterywest Customer Enquiries as soon as possible on 08 9340 5200 during business hours.
PRIZE PAYOUTS
Where can I view my winnings history?
Go to ’Check my entries’ to view the details and status of the entries you have purchased and prizes you have won.
How do I know if I have won a prize?
After the draw, when you log into Play Online, you can use the ’Check my entries‘ link on the right hand side of the screen.
When will I get paid my prize (excluding Division One)?
Your winnings will be paid into your Play Online account within 24 hours after the draw. Prize payments may be delayed during public holidays.
What if I have won a Division One prize?
All Division One prizes are subject to a 14 day validation period. To claim a Division One prize, you must present at Lotterywest head office within twelve months of the draw. Bring with you a printout of the details of the winning entry and information which will confirm your identity and place of residence.
Can I take my online entry to a Lotterywest retailer to have it checked?
No. Only tickets purchased at a Lotterywest retail outlet can be checked at an outlet. Winnings from your Play Online entries will be credited to your account. You can check your entry at Play Online by either viewing your winnings, or by using the results page to compare your entry numbers with the winning numbers.
SECURITY
What is identity verification?
If you are registering online, you will be redirected to a secure electronic identification service – GreenID. greenID will check your details against existing files such as the White Pages, WA Electoral Roll, Medicare, WA Driver's licence and Australian passport records.
Registering and verifying your identity online is completely secure.
Once your identity has been verified you will be sent a temporary password by email so that you can access your account.
How secure is Play Online?
Lotterywest has processes in place that ensure your identity and financial details are secure.
General security tips
The security and safety of your Play Online account is a priority for Lotterywest and it is important that you protect yourself from possible fraudulent activity. You should:
- Avoid using computers at public places to undertake any Play Online transactions. If you need to use these facilities, ensure that no one can see you enter your personal details.
- Make sure you log off every time you visit Play Online, especially if using a public or shared computer.
- Check your transaction history to ensure only transactions that you have authorised appear.
- Never leave your computer unattended while logged into Play Online.
Password security tips
To ensure your password is secure you should:
- Use a password that is difficult for anyone else to guess.
- Keep your password secure (don't write it down or tell anyone).
- Change your password if you think anyone may have seen it or knows it.
- Do not use your date of birth, address, telephone number or easily guessed combinations (eg abcd 123).
- Do not disclose your password via email or over the phone. We will not call you or email you to ask you for your password.
- Ensure you have anti-virus software and a personal firewall in place and functioning. Update these products when newer versions are available.
- Log out of Play Online when you have completed your session.
If you become aware that someone knows your password and may have accessed your Play Online account, change your password immediately and notify Lotterywest during business hours on 08 9340 5200.
Credit card security
We use an Extended Validation Certificate (EV), a X.509 public key certificate issued according to a specific set of identity verification criteria to secure your online transactions with us.
To obtain an EV, Lotterywest underwent extensive verification by the Certificate Authority (CA). The EV signifies that Lotterywest has passed an identity authentication process. Lotterywest has been issued an Extended Validation Certificate by a CA under the EV guidelines, and with a CA-specific policy identifier so that EV-aware software can recognise the certificate.
The EV will trigger your browser address to display a green bar that when clicked on will display Lotterywest's company name and address (the organisation that owns this website). This signifies that you are dealing with Lotterywest. You can click on this bar to display a message box which confirms that Lotterywest is 'Identified by Thawte', the certificate authority that issued this EV Certificate. A padlock should appear in this message box. This confirms that your connection to our site is encrypted and secure.
We will not access your credit card details. Your credit card details will not be part of our operating system. All credit card transactions are processed by BPOINT via the Commonwealth Bank of Australia.
What is the 'Security Code' on the Deposit (cash in) credit card page?
The security code (often referred to as the 'CVV' - credit card validation value) is found on the back of your VISA or Mastercard credit card. Where the three digit security code is not shown on its own, it is normally the last 3 digits on the back of your credit card.
To complete your funds deposit transaction, simply enter the three digit security code from the back of the credit card that you are using. This code is used as additional security for your credit card transaction.
TECHNICAL ISSUES WITH WEBSITE
What happens if my internet connection disconnects while I am purchasing my entry?
Unless you have confirmed your purchase by clicking ‘Buy Now’ before the disconnection, the transaction will not have been completed. You can confirm by clicking on the ’Check my entries‘ link to see if your latest purchase has appeared.
What do I do if I am having difficulty viewing the website in my current browser?
In order to deliver a faster and more convenient service to our players we have designed our website to work with most internet browsers and to be compatible with most computer operating systems.
Our website operates successfully using any of the following computer programs:
Browser Operating System
Internet Explorer 8+ / Windows XP / Vista / 7
Firefox 8+ / Windows XP / Vista / 7
Firefox 8+ / Macintosh / OSX 10.6+
Safari 6+ / Macintosh / OSX 10.6+
Chrome 16+ / Macintosh / OSX 10.6+
Chrome 16+ / Windows XP / Vista / 7
To improve your experience of the Play Online website you can upgrade your Internet browser for free by clicking on one of the links below:
Google Chrome
Mozilla Firefox
Windows Internet Explorer
Apple Safari
PROBLEM GAMBLING
Where can I go if I think I need help with problem gambling?
There are organisations and telephone support services that can help you if you think you, or someone you know, has a gambling problem. Visit our WA Gambling support page for contact details and more information about these services.
How do I self-exclude from Play Online?
Click on ’Edit my details’ on the right hand side of the page then click on ‘Personal limits’. Select ‘Exclude’ in the Self-exclusion section and then the period of time you would like. Once you have selected a period of self-exclusion you cannot change the period of time until that time has elapsed.
Can I set a personal spend limit on Play Online?
Yes. If you are logged in, click on ’Edit my details’ on the right hand side of the page, then click on ‘Personal limits’ to change your weekly spending limit. You can change your weekly spending limit at any time, but it must remain under the $200 Lotterywest limit.
If I self-exclude from Play Online, can I still purchase lottery products at a retail outlet in Western Australia?
Yes. The purchase of lottery products within Western Australia from a retail outlet is not monitored.