Frequently asked questions

Someone I know who plays the lottery has passed away, what should I do?

We understand that this can be an upsetting and worrying time, but please let us know as soon as possible if you are the next of kin or have power of attorney for a Hospice lottery member who has passed away. You can call us on 0330 678 3055 (Monday - Friday 9am - 5pm), email or write to us at:

The Norfolk Hospice LotteryFurness GatePeter Green WayBarrow-in-FurnessCumbriaLA14 2PE

If the member's account is still in credit, then their unique number(s) will still be entered into future draws under their name, until it runs out of money. If any prizes are won on the account, cheques will be paid to the Estate of the deceased, unless the next of kin has decided to continue playing the lottery in their place - in which case the winning cheque would be made payable to them.

Alternatively, you may wish to keep the account open and switch it over to your name permanently - in which case we can discuss different payments with you and how the lottery works. Any winning cheques from this point onwards would be written out in your name.

By updating our records, it will also prevent us sending any unwanted letters to the deceased in future.

Can I Gift Aid my lottery payments?

The money you give for your lottery membership doesn’t qualify for Gift Aid because it is a fixed payment (where you are receiving your lottery entry in return for the money) as opposed to a donation.

If you would like to make a donation to the Hospice (which can be Gift Aided) please visit our Donation Page.

How do I cancel my lottery membership?

It is completely up to you how long you play the Hospice lottery for. If you’d like to cancel your membership then please let us know (regardless of how you make your payments) by contacting the Lottery Office on 0330 678 3055 (Monday - Friday 9am - 5pm) or email

Alternatively you can write to us at:The Norfolk Hospice LotteryFurness GatePeter Green WayBarrow-in-FurnessCumbriaLA14 2PE

If you usually pay by standing order then you will also need to tell your bank so that they stop sending us payments. The standing order is in your control, so we cannot do this for you.

If you pay by Direct Debit we will cancel this for you, although it is always worth also cancelling this yourself by contacting your bank.

I currently pay by cheque and would like to change to Direct Debit, how do I do this?

It’s easy! All you need to do is visit our online joining form and fill in your membership details, you will then be able to select your account and change this to Direct Debit by following the instructions on the online form.

How do I add money to my lottery account?

If you have received a reminder letter in the post from us, it means you only have £2 or less left on your lottery account. You can renew your membership over the phone by calling 0330 678 3055 (Monday - Friday 9am - 5pm).

Alternatively, write a cheque made payable to 'The Norfolk Hospice' and send it to the Lottery Office in the Freepost envelope provided along with the slip at the bottom of your reminder letter.

If you usually pay by standing order or Direct Debit, you will not receive reminder letters because payments will come out of your bank automatically so you won’t ever miss any lottery draws.

How many entries in the lottery can I have each week?

Our Hospice policy states that you can have no more than 15 chances per week.

Why does The Norfolk Hospice run a lottery?

Our lottery raises vital funds for the Hospice, so we can continue to support patients and their families with life-shortening illnesses in West Norfolk, North Norfolk and The Fens.

How much from the lottery goes to The Norfolk Hospice?

Approximately 70% goes towards providing our vital services with the remainder spent on prizes and lottery running costs.

What are the odds of winning a prize in the lottery?

The likelihood of winning a prize each week in The Norfolk Hospice Lottery is 1 in 629, based off the draws between April and May 2023.

How does the lottery draw work?

Every unique number (providing the members account is in credit by at least £1) is entered into the electronic lottery draw and the computer randomly selects eight of these unique numbers to be the winners. The order they are selected in determines which unique number is allocated which prize.

The rollover winning number is selected at random, and if the 6 digit number is held by a lottery player with sufficient credit, then the rollover will be won by that player. If the 6 digit number is not held by a lottery player with sufficient credit, then it will increase by £300. If the rollover rolls over to £15,000 then it will become a guaranteed prize for that week's draw.

I think I have a gambling problem, how can I get help?

If you think you may be addicted to gambling, or know a friend or family member who might be, we recommend you get in contact with the National Gambling Helpline on Freephone 0808 8020133 or visit the Gam Care website for more information:

Always gamble responsibly.

What should I do if I move house or change bank accounts?

We will need to update our records for your lottery membership, so please get in touch and let us know of any changes. Call 0330 678 3055 (Monday-Friday 9am-5pm) or email Please quote your membership number if you know what it is, so that it is easier for us to find your account details.

Alternatively you can write to us at:The Norfolk Hospice LotteryFurness GatePeter Green WayBarrow-in-FurnessCumbriaLA14 2PE

If you move house then we will need your new address in case you win a prize - as all winnings are posted by cheque.

If you change bank account and have a standing order with us, then we need to be aware to avoid any complications with our computer software recognising your standing order payments when we receive them.

How do I claim my lottery prize?

You don’t need to claim your prize; if you are one of our lucky winners we will post your cheque out to you. The most recent winners are published on our website here.

How old do I have to be to play the lottery?

The law states that lotteries must not be played by anyone under the age of 16. We must abide by this law in accordance with our Gambling Commission licence.

I can't find the answer to my question about the lottery, how do I get in touch?

If you need further information, help or to make a complaint, please call the Lottery Office on 0330 678 3055 (Monday-Friday 9am-5pm) or email and we will do our best to help.

Alternatively you can write to us at:The Norfolk Hospice LotteryFurness GatePeter Green WayBarrow-in-FurnessCumbriaLA14 2PE

We will try to resolve any complaints informally and to your satisfaction. If this is not possible then the Hospice's Fundraising complaints procedure will come into operation. Where the complaint cannot be resolved it will be referred to arbitration. As a member of the Hospice Lotteries Association, this will be the Independent Betting and Adjudication Service Ltd (IBAS).


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