Lottery, scratch cards and raffle FAQs


Frequently asked questions

Office opening hours

The Lottery office is normally open between 09.00 – 17.00 Monday to Friday. If we are forced to close, then the answerphone will be on for messages to be left. These messages will be picked up periodically. You can e-mail us at, this will also be monitored during office hours.

I have lost/forgotten my LOROS Lottery number, what should I do?

Not a problem, request a reminder by emailing quoting your full name and address. Alternatively call the Lottery office on (0116) 231 8430.

I have moved house, do I have to inform you?

If you are a LOROS Lottery player, please inform us immediately of any changes to your details, such as your name, address or telephone number. If you are a lucky winner in one of our weekly draws, will use the details on our database to contact you and send you the winners cheque in the post. Call the Lottery office (0116) 231 8430 or email

When is my collector due to call for my next payment

If you’re a cash player please refer to your date slip with collection dates, alternatively please contact the Lottery office by phone on (0116) 231 8430 or email

What do I do if I change banks?

If you would like to change the bank account that your standing order/direct debit is paid from you will need to contact your bank to establish if your existing out-going payments are automatically switched to your new account. If this does not apply you will need to contact the LOROS Lottery office on (0116) 231 8430.

How do I cancel my LOROS Lottery number(s)?

You can cancel your lottery number(s) at any time by calling (0116) 231 8430, emailing or completing the online cancellation form here. Your membership will end once your last £1 has been played. Anything under £1 remaining will be treated as a donation to LOROS. If you pay by direct debit or standing order you will also need to inform your bank.

Can I play the LOROS Lottery if I’m under 18?

You must be 18 years or over to join the LOROS Lottery, play the LOROS raffle and purchase LOROS scratch cards. You can find other ways to support us here for further information.

Where does my £1 go?

All net proceeds from LOROS Lotteries Limited (which cover our weekly lottery, bi-annual raffles and scratch card games) go directly towards funding the services provided by LOROS, the Leicester, Leicestershire and Rutland Hospice (Registered Charity 506120), which provides free, high-quality, compassionate care and support to terminally ill adult patients, their family and carers. LOROS Lotteries Limited is a society lottery licensed by the Gambling Commission under the Gambling Act 2005. For further information visit our Gambling and You page.

Where can I find your terms and conditions?

To view our terms and condition please visit our Gambling and You page.

What are my odds of winning?

Visit our Gambling and You page to view our terms and conditions and to see the odds of winner for our weekly lottery, bi-annual raffles and scratch card games.

What is Keep the Change?

The ‘Keep the Change’ payment option rounds up the direct debit payment for lottery from £4.34 per number per month to £5 per number per month with the additional 66p being treated as a donation. If the player is eligible this donation can also be gift aided. All other rules to monthly direct debit apply.

How many lottery numbers can I have?

You can have up to 5 lottery numbers. If you’d like more than this, please contact the LOROS Lottery Manager on (0116) 231 8430.

Can I buy a single ticket for the weekly LOROS Lottery?

  • Yes, single tickets are available from the all LOROS shops.

  • Tickets cost £1 per ticket, and are for one draw only.

  • Single tickets start with a 5 at the beginning of their 6 digit Lottery ticket number, and our regular players are issued their own unique allocated number starting with a 0. Shop ticket numbers are reset for each weekly draw.

  • Contact details are requested when a Lottery ticket is purchased in order for winning ticket holders to be contacted. These details will not be used for any other purpose.

  • Should a purchaser of a Lottery ticket not provide valid contact details, the responsibility falls on the ticket holder to check winning numbers and claim within 6 months. In these circumstances, the winning ticket holders can claim their prize by calling the Lottery office and submitting photographic evidence of the winning ticket.

  • The ticket(s) sold will be for the next available draw only. A maximum of 10 tickets can be purchased per week, per person.

  • To be included in the draw for that week, a ticket must be purchased by Wednesday. If you purchase a ticket after Wednesday, it will be included in the draw the following Friday.

  • The Lottery numbers allocated from tickets sold in LOROS shops are sequentially selected from a pre-set number range provided by the Lottery office and held by our till provider. Any sold ticket numbers are then added to the weekly Lottery secure computer software to be entered into the relevant draw and not generated when being entered as a new player.

  • Each week we give out 55 guaranteed cash prizes. We have players paying in different ways (single ticket, direct debit, standing order, card, cheque, house collection) and each ticket has an equal chance of winning.

  • If a player wishes to play the LOROS Lottery every week, they can sign up to the weekly Lottery here.

What is responsible gambling?

Responsible gambling means staying in control of how much time and money we spend on gambling. Responsible gambling means not spending more money or time than we can reasonably afford on gambling activities, keeping in mind all our other responsibilities in life. More information is available here.

How can I self-exclude myself?

If you feel the need to take a break from gambling for whatever reason you can self-exclude yourself from the LOROS Lottery for a minimum of 6 months. Please complete our self-exclusion form.

What can I do if I’m worried about somebody’s gambling habits, or state of mind?

Here at LOROS, we support responsible gambling and want to provide help to anyone who feels they may have an unhealthy interest in gambling, or may not be of a sound mind to make considered choices about gambling. If you’d like more information or support, call the National Gambling Helpline Freephone 0808 8020 133 and speak to one of their trained counsellors, or visit You might find also find this leaflet about recognising a gambling problem useful.

How can I make a complaint?

LOROS Lotteries Limited welcomes comments and suggestions about how it can improve. Whether you have a suggestion, wish to raise a concern or have a complaint, please click here and complete the form.  We will respond to you within 2 working days as outlined in our complaints procedure.

Alternatively you can contact the Lottery Office by phone on (0116) 231 8430, email or write to the Lottery Manager at;

LOROS Lotteries Limited
Groby Road

In the event of a gambling complaint or dispute remaining unresolved it will be referred to arbitration via the Independent Betting Adjudication Service (IBAS). IBAS acts as an impartial adjudicator on disputes that arise between gambling operators who are registered with IBAS and their customers.  Through the Hospice Lotteries Association we are registered with IBAS and you are welcome to raise your complaint with them. For more details of the service operated by IBAS visit their website at: or telephone 020 7347 5883.  You can also write to IBAS at: PO Box 62639 London EC3P 3AS.

More information and our complaints procedure is available here.

By entering a free prize draw on LOROS’s Facebook pages, does it mean I need to be an existing player or have to join?

From time to time LOROS Lotteries Limited will do polls and free prize draws on LOROS’s social media platform to raise awareness of LOROS and LOROS Lotteries Limited products. Each post will include the T&Cs of that free draw including any age restrictions and time frame to enter. By participating in a free draw or poll there is no obligation to be a current player or the need to join the lottery to be able to participate.

How do I know if I have won the weekly LOROS Lottery?

After each draw we upload the 55 winning numbers and locations to our website. These details can be found here.

We also keep up the previous week’s winners too, if you would like to check further back please call the Lottery office 0116 231 8430.

If you have purchased a single ticket in one of our shops, the winning ticket number will start with a 5 and the shop’s location will be listed instead of your area.


LOROS, Groby Road, Leicester LE3 9QE
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