Frequently Asked Questions
Which Draw game tickets cannot be cancelled?
What prize amounts am I obligated to pay as a lottery retailer?
- Powerball tickets cannot be cancelled because of the rules of the game in which multiple states participate.
- Mega Millions tickets cannot be cancelled because of the rules of the game in which multiple states participate.
- Raffle tickets, when offered, cannot be cancelled because there are a limited number available.
- Additionally, Draw game tickets involved in a promotion cannot usually be cancelled at your terminal.
What should I do if I have Scratch tickets stolen?
- Paying winning tickets to a customer benefits retailers by putting cash in the hands of the very people who will spend it in your store. It also reinforces that you run a winning store and builds player loyalty so customers will purchase all their tickets from you rather than from a competitor.
- Retailers can pay winning tickets up to $600. Winning tickets over $600 must be claimed at a Lottery office.
- For retailers that carry a limited amount of cash, the Lottery system provides a prompt when the winning ticket is $100 to $600. If the retailer does not have the means to pay a ticket over $100, they can decline to pay that ticket and return it to the player.
- Retailers always have the option to pay a player by check rather than paying with cash.
What security features does the Lottery have to protect players and their tickets?
- Call the Lottery during business hours at 1-800-732-5101 or after hours call IGT at 1-888-810-4357. This activates the feature in the Lottery’s computer system that flags Scratch tickets as stolen to prevent thieves from cashing the tickets.
- You will need to report the exact games and ticket numbers that were stolen. You will also want to file a police report to start an investigation. Most insurance policies require this step.
What are the Lottery’s selling and business hours?
- Players can check their own tickets by using the Check-A-Ticket (CHAT) machine. This also saves your clerks’ labor time because non-winning tickets will not be presented for validation.
- Winning numbers are available on the Lottery’s website at walottery.com.
- Winning numbers are also available on the toll free Winning Numbers line at 1-800-545-7510.
- The Lottery has floating PIN numbers on Scratch tickets that must be scratched and revealed in combination with the bar code before a payout can be made.
- Our AlturaVision screen is visible to players so they can see transaction data displayed as sales and payouts occur.
- We recommend players sign the backs of their tickets at the first opportunity to prevent someone else from stealing a winning ticket from them.
- After validating a winning ticket, we recommend having clerks rip the ticket slightly to physically distinguish that the ticket has been previously paid.
- The Lottery does not need paid winning tickets back. This simplifies your accounting procedures. Please recycle defaced tickets once paid.
What is the cutoff time for purchasing tickets before a drawing?
- Lottery tickets can be redeemed at any selling retailer during daily operational hours of 12:30 a.m. through midnight each day. Of course, retailers may post hours other than the full selling time.
- The Lottery’s business offices are open Monday through Friday, except holidays, from 8:00 a.m. to 5:00 p.m.
What is the age limit for purchasing or redeeming Lottery tickets?
- Ticket sales for games having a drawing that night are discontinued at 7:45 p.m. until after the drawing.
- Powerball sales are discontinued at 6:45 p.m. until after the drawing.
- Ticket sales for the next draw begin at approximately 8:01 p.m. after the previous draw has occurred.
Can customers use a credit card to purchase Lottery tickets?
Only persons 18 or older may purchase Lottery tickets. It is a good idea to check ID if you are uncertain just as you would with alcohol or cigarettes.
Can the Lottery tell when and where a ticket is redeemed?
There are no Lottery prohibitions on purchasing Lottery tickets by credit card. The decision lies at retailer level.
Yes, the Lottery’s computer system can track tickets to the exact time and location of redemption.