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FAQs

Below are some the most frequently asked questions in regards to Play Online. If you still can't find the answer to your questions then please call Lotterywest on 08 9340 5200 during customer support hours.

Click on any of the headings below to expand that section.

General questions

What are the Play Online operating hours?

You can access Play Online 24 hours a day, 7 days a week. Prize payments may be delayed during public holidays.

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 and in our Lotterywest App when you select Draw Results, then the specific game.

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' when using Play Online via the Lotterywest website.

What are favourites?

Favourites is a way of saving your own numbers so you don’t have to reselect them every time you play.

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.

You can also save your favourite Slikpiks easily in Play Online. If you’re using the Lotterywest website to access Play Online, select the game and then ‘Create a new entry’. If you’re using the Lotterywest App, select the Favourite Games feature. Favourite Games will only be saved locally to the device you are accessing the Lotterywest App through.

Where does the money go from the sale of lottery products on Play Online?

About a third of 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.

Money you transfer into your Play Online e-wallet is linked to both the Play Online website and the Lotterywest App.

Do I have to set up a PIN in the Lotterywest App?

To use the Lotterywest App you must choose a secure PIN to log in whenever accessing Play Online via the App. This PIN must be four digits long and we recommend you do not write this down or share this with anyone.

What do I do if I forget my PIN for the Lotterywest App?

You can reset your PIN by selecting the login button, then ‘reset my PIN’. You will need to enter in your Play Online email and password to set up a PIN each time. If you enter your PIN incorrectly five times, you will need to set up a new PIN once you have entered in your Play Online email and password.

How can I change my Lotterywest App PIN?

Your Lotterywest App PIN can be changed by resetting it via the App. Select the login button, then ‘reset my PIN’. You will need to enter in your Play Online email and password to set up a PIN each time.

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 contact details (address, telephone, email) online?

Your details can be changed when you log into Play Online. Click on ‘Edit my details’ in Play Online or ‘Edit my account’ in the Lotterywest App, then click on ‘Contact’ and you will be able to change your address, telephone numbers and email address.

How do I add or change my financial details online?

Your details can be changed when you log into Play Online. Click on ‘Edit my details’ in Play Online or ‘Edit my account’ in the Lotterywest App, then click on ‘Financial’ and you will be able to add or change your nominated financial institution account details.

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 $500 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?

Your account can be closed when you log into Play Online via the Lotterywest website.

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.

Currently you are unable to close your account through the Lotterywest App.

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, password or PIN with anyone.

Why are there spend limits and what happens if I reach my spend limit?

Lotterywest has set a maximum spend limit of $500 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’ when accessing Play Online via the Lotterywest website or ‘Check my tickets’ in the Lotterywest App. You’ll be able to view details and see the status of the entries you have purchased 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 when accessing Play Online via the Lotterywest website or ‘My e-wallet’ in the Lotterywest App. Select ‘Transaction history’ to view your purchases.

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 $500 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 Service 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’ when accessing Play Online via the Lotterywest website or ‘Check my tickets’ in the Lotterywest App. You’ll be able to view details and see the 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, go to ‘Check my entries’ when accessing Play Online via the Lotterywest website or ‘Check my tickets’ in the Lotterywest App.

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 and you can also protect yourself from possible fraudulent activity.

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.

What can I do to keep myself safe on Play Online?

  • 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. The Lotterywest App will automatically log you out after 15 minutes of inactivity; however we recommend you log off once you have completed playing.
  • Check your transaction history to ensure only transactions that you have authorised appear.
  • Never leave your computer, mobile or tablet unattended while logged into Play Online.
  • Keep your password and Lotterywest App PIN details safe at all times. Treat them the same way you would your financial institution (eg bank) PIN or internet banking log in details.
  • Always ensure that you have the latest anti-virus software update on your home and office computers.
  • Never click on a link in an email that asks for your Lotterywest Play Online log in details or password. Lotterywest will only send you emails from contact@lotterywest.wa.gov.au or promotions@lotterywest.wa.gov.au
  • Regularly check your Play Online account details in the Lotterywest Play Online log in page and change your password frequently (simply go to the Lotterywest Play Online home page, Play Now and Log in).
  • Always type the address of the Lotterywest home page www.lotterywest.wa.gov.au directly into your browser to log in, rather than clicking on a link.
  • Only use your Play Online login details in the Lotterywest App on a device you have access to. Never use your login details on another person’s mobile or tablet device through the Lotterywest App. While the PIN will provide security for logging in, it’s best to take extra caution to ensure your details are kept safe.
  • If you receive an email that looks suspicious, contact Lotterywest Customer Service at playonline@lotterywest.wa.gov.au or on (08) 9340 5200.

What are the best ways to keep your password and PIN secure?

  • Use a password and Lotterywest App PIN that is difficult for anyone else to guess.
  • Keep your password and PIN secure (don't write it down or tell anyone).
  • Change your password or PIN 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 or PIN via email or over the phone. Lotterywest 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.

What should I do if I think my Play Online account details have been compromised?

  • Type the address www.lotterywest.wa.gov.au and log into Play Online.
  • Go to Edit My Details and check that all your contact and financial details are correct.

If you become aware that someone knows your password and/ or may have accessed your Play Online account, or accessed/ changed your details without your knowledge, change your password immediately and notify Lotterywest at playonline@lotterywest.wa.gov.au or Lotterywest Customer Service 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

What devices can you download the Lotterywest App on?

The following list are supported devices for the Lotterywest App:
Samsung Galaxy S4+ (Android 4.4.2+)
Samsung Tablets 2+ (Android 4.4.2+)
Apple iPhone 5+ (iOS 8.1+)
Apple iPad 2+, Air and Mini (iOS 8.1+)

Why can’t I purchase tickets using the Lotterywest App?

To purchase tickets through the Lotterywest App, you will need a Play Online account. If you already have a Play Online account and are unable to purchase lottery products during Play Online operating hours , please phone Customer Services on 9340 5260.

Players with an Apple device must also have their location services turned on, and be currently in Australia. If you are outside of Australia you will still be able to purchase tickets through the Lotterywest website.

How do I enable location services on my iOS device?

The app should prompt you to turn your location services on when you first try to purchase a ticket. If you need to turn it on manually you can follow these simple steps:
Step 1: Go to Settings.
Step 2: Select Privacy.
Step 3: Select Location Services and make sure it is turned on.
Step 4: Scroll though the list of your installed apps till you find Play Online and select it.
Step 5: Select “While Using the App”.
You may need to restart the Lotterywest App for these changes to take effect.

How do I download and install the Lotterywest App on my Apple device?

Visit www.lotterywest.wa.gov.au/play-online/app and click on the Apple badge. This will direct you to the Apple Store where you can follow the prompts. Alternatively you can go directly to the Apple Store on your mobile device and search ‘Lotterywest App’. Select the ‘Get’ button which will download and install the App onto your Apple device.

How do I download and install the Lotterywest App on my Android device?

Visit www.lotterywest.wa.gov.au/play-online/app/android for step by step instructions on how to download and install the Lotterywest App.

How do I uninstall the Lotterywest App on my Apple device?

To uninstall the Lotterywest App, hold down on the App icon until an X appears in the corner. Select the X and the App will be removed from your device. This will not delete your Play Online account.

How do I uninstall the Lotterywest App on my Android device?

To uninstall the Lotterywest App, hold down on the App icon on the home screen then drag it to the trash can. This will not delete your Play Online account.

How do I log out of the Lotterywest App?

The Lotterywest App will automatically log you out after 15 minutes of inactivity otherwise you can select ‘Log out’ from the menu which swipes out from the left side of the screen.

Why can’t I download the Lotterywest App from the Google Play Store?

We are unable to list the Lotterywest App in the Play Store due to Google’s restrictions on lottery apps. Rest assured that by following the download and installation instructions on the Lotterywest website for Androids, the App will be accessible and ready for use.

What are Lotterywest App notifications?

Lotterywest App notifications are a new feature that send reminders to your mobile or tablet device on upcoming draws or special events. They’re an easy way for you to keep track of your favourite games – and you can customise which notifications you’d like to receive. Find out more on how to set notifications up here.

How do I stop receiving Lotterywest App notifications?

Open the Lotterywest App and navigate to Notifications. Here you can swipe the toggle button for each notification and game reminder to choose which you receive. If the toggle button is green, you are subscribed for that notification.

How can I turn on Lotterywest App notifications at a later time?

If you would like to turn on Lotterywest App notifications at a later time, you may need to update your permissions.

For iOS devices navigate to your Settings menu, click on Notifications, then locate Play Online (the Lotterywest App). From here you can swipe the toggle button to turn notifications on. After you’ve selected this, open the Lotterywest App and then choose the Notifications option in the menu to be able to select the notifications and game reminders of your choice.

For Android devices, you should be able to choose your notifications directly through the Lotterywest App. However if this does not work, open your Settings menu, then Sound and Notification, and then App Notifications. Find Play Online (the Lotterywest App) and check that ‘Block all’ is not enabled.

How can I replay the Lotterywest App tour at a later time?

Yes you can, just open the Lotterywest App and select Settings in the menu. Click the ‘Replay Tutorial’ button.

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?

Our website should operate successfully using the following platforms:

Devices
iphone 4+
samsung galaxy s4+
ipad2+

OS
Win 7+ (@>640px width resolution)
iOS 7+
Android 4+
OSX 10.10+ (Yosemite; @>640px width resolution)

Browser
IE 11+
Safari 6+
Firefox 35+
Chrome 40+
Android browser 4+

If you are having an issue with a particular browser/platform from the list above please contact us and let us know the details.

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 $500 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.

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