FAQs

Frequently Asked Questions
A lotto is a game of chance where players can buy lotto tickets with random numbers (a lucky dip) or chosen numbers, which are then entered into a prize draw. When the prize draw closes, winning numbers are selected at random.
To play the lotto you must have an Islands lotto account with enough player credit to make your purchase. Simply follow the instructions on the lotto page to buy tickets for your chosen draw.

To create a lotto account just follow the simple registration process. You will need to provide some personal details and add player funds to your account before you can play: i.e. Your name, date of birth, email address and residential address as well as confirmation that you are aged 18 years old or over

This Islands Lotto website is available for play 24 hours a day, 7 days a week online.

Lotto tickets cost £2 and can be purchased with your player funds.

Players must be aged 18 years or over to play the lotto and instant win games.

Your lotto tickets are stored on your lotto draw page. Simply visit the relevant lotto draw page to see them. 

When the lotto draw has taken place, you can check your numbers on the Islands Lotto homepage or on the results page. If you are a winner, you will also receive an email notifying you of your win.
If you are a lotto winner, first of all, congratulations! You will receive an email notification confirming your prize win and will be asked to log into your account. You will be able to see your updated balance and your winning balance will be displayed in your account play history.
We advocate responsible play. To play the lotto responsibly follow the playing responsibly guide. Don’t forget that you must be aged 18 years or over to play. Remember to take a break while playing and don't forget you can suspend your account play for 30 days.
Your winnings will be automatically credited to your account. You are free to play more games or draws or withdraw your winning amount.
We ask that you play responsibly, respect other players and enjoy yourself. Just remember that you have to be aged 18 years or over to play. To learn more about specific lotto rules, visit the lotto rules page.

Lotto prizes are specified on each lotto draw page. Visit the draw you are interested in to view the prize table.

A syndicate is a group of lotto players who share the cost of a lotto ticket to play more games. Playing more games increases the chance of winning more prizes. If a syndicate wins, the prizes are shared equally among all syndicate members according to the percentage of stake provided by each player.

Instant win games are a game of chance; no skills are required to win. The outcome of each instant win game is predetermined at the point of purchase. They are a pay to play game or a try game. The outcome is generated by random number generator software that has been independently checked and audited.

To play an instant win game you will need to have an Islands Lotto account and have the required funds to play that game. Choose the instant win game you would like to play and follow the simple instructions. Purchased but non-played games will need to be played before you can play another of the exact same game. You do not need to finish playing a game if you choose to play a different type of game.

When you win an instant win game, you will immediately be notified of your win and the prize amount on your game screen. Prize winnings will automatically be added to your balance.
We advocate responsible play. To play instant win games responsibly, simply follow our Playing Responsibly guide. Don’t forget that you must be aged 18 years or over to play. Remember to take a break while playing and don't forget you can suspend your account play for 30 days.
Each instant win game has their own set of rules which can be found on each specific game page. They tell you the game play requirements. We also ask that you play responsibly, respect other players and enjoy yourself. You have to be aged 18 years or over to play.
All instant win game prizes are listed on the relevant instant win game pages in the prize tables.
If you have forgotten your password, click on the forgotten password link which is where you normally log in to your account. You will then receive an email with a new password. Use this password when you next log in to your account.
Your username is the email address you used to create your account. If you have forgotten your email address please contact customer services who will be able to help.
If you wish to change any of your personal details, simply visit 'My Account' when you are logged in. You can edit your personal information by clicking ‘edit’ next to what you want to change.

To suspend your account, log on to your account settings page and choose ‘suspend’. You will be able to reactivate your account after 30 days.

If you wish to close your Islands Lotto account, simply contact customer services or raise a query through your account. Please note that when you have closed your account you cannot reactivate it again. You will no longer have access to play lotto draws or games.

We do not store your payment details. When you top up and add player funds to your account, you are taken to a secure third party payment provider. You will need to re-enter your payment details every time you add player funds to your account .

Your player funds balance is displayed at the top right of your screen whenever you are logged into your account.

The terms and conditions lay out the terms and conditions for being an Islands Lotto player, playing lotteries and instant win games and the use of the Islands Lotto website. You can view them in the footer of the website.

The privacy policy outlines the way we gather, use and disclose customer data.

If you think that you or someone you know may be developing a problem with gambling, please visit our playing responsibly guide. For additional information and support please visit the GamCare website http://www.gamcare.org.uk or Gambling Therapy at www.gamblingtherapy.org

The best way to find your way around the website is to use the navigation buttons and menus within the website. The back/forward arrows in your browser may not take you where you want to go, and any data placed in forms might be lost.

We put our best effort into offering you the best online gaming and lotto experience that we possibly can. If you feel that that we can do something better or if you are not happy with how something is done, please let us know and we’ll put it right if we can.

How do I make a complaint?

If you are unhappy with the resolution provided, you can choose to escalate your complaint following the steps provided below:

1. Contact Islands Lotto

Get in touch with our support team directly either through your Islands Lotto Account or by emailing us directly. You can email us at: [email protected].

We aim to respond to email within 72 work day hours. 

2. Escalate your complaint

If you have spoken with us and do not feel that your issue has been resolved, you can choose to escalate your complaint within Islands Lotto. Please ask to speak with a senior manager.

A senior manager will contact you within 10 working days regarding your complaint.

3. Jersey Gambling Commission

Islands Lotto is regulated by the Jersey Gambling Commission. If you feel that we have not acted in line with our operating licence, or have not dealt with your complaint properly, you can make a complaint to the Jersey Gambling Commission:

Jersey Gambling Commission
2nd Floor, Salisbury House
1-9 Union Street
St Helier, Jersey
JE2 3RF
Telephone: 01534 828540
Email: [email protected]

The bonus ball is an extra ball drawn after the six main balls. There are prizes in the draw that can only be won by matching your numbers against some of the six main balls and the bonus ball e.g. the second prize requires 5 main balls and the bonus ball for a win.

If you are concerned with the amount of time and money you are gambling with, and you need to take a long break from gambling you can choose to self-exclude. Self-exclusion is a commitment not to attempt to gamble for a minimum period of six months.

Self-exclusion means that your Islands Lotto account will remain closed for a minimum period of six months, and will not be reactivated under any circumstances during the exclusion period. If you have purchased Lotto tickets in advance, these will be cancelled and the funds returned to your account balance. Any available refundable funds will be returned to you. After the exclusion period, you will need to contact Islands Lotto if you want to have your account reinstated.

To self-exclude please contact Customer Service.

You can take a break from playing all draw-based games and instant win games by suspending your play for 30 days in your account. Changes take effect immediately and access will be reinstated after one month.

You can set up this temporarily suspension through the Islands Lotto site, simply log in to your account, go to the “Account” page, then select the section “Limits” and select “Suspend”.

During the temporary suspension, you won’t be able to access your account. You will be able to withdraw part or all of your winnings or decide to close your account by contacting Customer Service by email.

Yes.

Islands Lotto places certain limits on player spending and play capabilities. If these limits are not quite right for you, you can create stronger limits for your account. This can be changed in the 'My Account' section of the website when you are logged in. Select the ‘Limits’ area. Within this section, you can select 'Top Up Limit', ‘Spending Limit’ or ‘Play Limit’. In each section, you need to select the period of the limit and the amount, select ‘Se My Limit’.

If you try to remove or increase your limit, it will only be possible once the select period has expired. Any decrease in the limit will be applied immediately.

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