Game Frequently Asked Questions


Lottery, scratch cards and raffle FAQs

Office opening hours

The Lottery office is normally open between 09.00 – 17.00 Monday to Friday. Please note, the Lottery office will remain open during the current pandemic, but with limited staff, during this time of uncertainty. 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 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 or view our terms and conditions.

Where can I find your terms and conditions?

Our terms and conditions cover our weekly lottery, bi-annual raffles and scratch card games that we operate throughout the year. They include the prize amounts for weekly lottery, bi-annual raffles and scratch card game. You must agree to the terms and conditions for the relevant game. LOROS Lotteries Limited reserves the right to amend or modify these terms and conditions without notice. Players may obtain a written copy by sending a stamped addressed envelope to the LOROS Lottery Manager at the Lottery Office address or by viewing this document.

What are my odds of winning?

Visit or view our terms and conditions 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.

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 its services and communication. In the first instance, call the Lottery office on (0116) 231 8430, email or write to the Lottery Manager at:

LOROS Lotteries Limited
Groby Road

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.

LOROS, Groby Road, Leicester LE3 9QE