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FREQUENTLY ASKED QUESTIONS

 

 

 

 

FREQUENTLY ASKED QUESTIONS

HOW TO CLAIM FAQS

Below are some of the most frequently asked questions from our players. If you cannot find the answer you seek, please call OLG at 1-800-387-0098.

 

  1. How do I claim my prize at a Lottery retailer?
  2. Only prizes less than $1,000 can be redeemed at retail. If the retailer cannot cash your prize, please find another retailer near you.


  3. Why should I submit my prize claim online?
  4. Submitting online is a quick and secure way to claim your lottery prize. Claims submitted through this channel are typically processed within 5 business days following a complete submission.

    If you are not able to claim online, please call 1-800-387-0098 to book an appointment at the Prize Centre. Alternatively, you can submit your claim by mail, understanding that processing times for this option are significantly longer.


  5. Can I submit multiple claims at once?
  6. Yes! You can claim multiple prizes in one online submission. You'll have to upload front and back photos of each ticket you are claiming and provide the ticket details. When starting the claim, upload and inpt the details of the ticket with the greatest prize claim value first followed by the lesser prizes. We'll do our best to provide all winnings in one payment, where possible.

    For prizes won on OLG.ca, complete and submit the form in your 'Ticket History' for each prize of $1,000 or more.


  7. Will I receive an email confirmation when I submit my prize claim online?
  8. Yes, you will receive an email confirmation with a number when your claim is submitted successfully. Please refer to this number when corresponding with OLG about your claim.


  9. How do I claim by mail?
  10. You may claim a prize of any amount by mail, however this takes 6-8 weeks compared to 5 business days if submitted online.

    Follow these steps to claim your win by mail:

    • Sign the front and fill out the back of your ticket. Make a copy of your ticket for your records. Do not put additional writing or markings on your tickets as this can increase the time it takes OLG to process your prize claim. Keep a copy of your ticket.
    • Print and fill out the Lottery Prize Claim Declaration Form (LPCD) - Download here.
    • Include a legible photocopy (front and back) of one piece of valid photo ID. See below for acceptable ID types.

      Provincial/Territorial/State's Driver's license
      Certificate of Indian Status
      Firearms Possession and Acquisition License (PAL)
      Permanent Resident Card
      Nexus Card
      Passport (page with photo, signature, and date of birth)
      Ontario Photo Card
      Canadian citizenship card
      Canadian Armed Forces card
      Photo card issued by Liquor Control Board of Ontario (BYID) A photo card issued under the Photo Card Act, 2008

    • If you did not purchase the ticket yourself, include a Release of Prize Claim form completed by the person who bought the ticket. Download Release of Prize Claim form.
    • If you played as a Group, ensure all required Group documents are included. Download Lottery Prize Claim Group List.
    • Place your signed ticket, Customer Receipt and completed LPCD Form, and any additional documents in an envelope addressed to:

      OLG Prize Centre
      P.O. Box 130
      31 Adelaide Street East
      Toronto, ON
      M5C 2J1


  11. What is an individual claim vs a group claim?
  12. An individual claim is submitted by the sole owner of the winning lottery ticket. They are the only person with a claim to the prize.

    A group claim is submitted by two or more people who played the lottery together and won a prize. Each person has a claim to a share of the prize which must be declared to OLG.


  13. How do I submit a group claim?
  14. If you are submitting a group claim using the online claim form, please have the Group Leader fill out the submission and provide all relevant contact information. OLG will then reach out to the Group Leader to advise of and collect supporting information for all additional group members, as required. Group claims require the submission of one (1) Lottery Prize Claim Group List that has been filled out and signed in ink by all members.


  15. What are the deadlines for claiming prizes?
  16. Customers have exactly one year from the draw date to claim their prize for tickets printed from the lottery terminal. Prizes won on INSTANT games can be claimed until the expiry date printed on the back of the ticket.


  17. How do I claim “free plays”?
  18. If you've won a Free Play prize, sign your ticket and take it to any OLG lottery retailer to be validated. The Free Play will be valid for the next available draw after it's printed.


  19. When can a prize claim be rejected?
  20. OLG's goal is to pay the right prize to the right person, every time. If we cannot establish ownership of a ticket and/or the claimant's participation was in contravention of the OLG Rules Respecting Lottery Games or OLG Rules Respecting iLottery Games, the prize may not be paid. Please refer to the Rules for additional details.


  21. Will it be announced publicly if win the lottery?
  22. OLG publishes all wins of $1,000 or more on our website for a period of 30 days. For major prizes, OLG requires a photo of the winner. This often includes a fun, novelty cheque and may be taken at the OLG Prize Centre if you are claiming in-person or may be provided by the winner if the claim has been processed virtually.

    We may also send a news release and photo of major prize winners to media in their local community. The photos and disclosures are part of OLG’s publicity requirements and demonstrate to all Ontarians that lottery prizes are won across the province every day.


  23. Can someone claim my prize on my behalf?
  24. Prize claims submitted to the OLG Prize Centre for payment must be carried about by the rightful owner of the ticket.

    OLG's goal is to pay the right prize to the right person, every time. If we cannot establish ownership of a ticket and/or the claimant's participation was in contravention of the OLG Rules Respecting Lottery Games or OLG Rules Respecting iLottery Games, the prize may not be paid. Please refer to the Rules for additional details.


  25. Where can I find information on Unclaimed Prizes?
  26. OLG publishes information about major unclaimed prizes in hopes that winners will come forward to claim them before they expire.

    Unclaimed prize information for INSTANT games still on sale is available on OLG.ca or through a printout from the lottery terminal.

    Prizes from national lottery games that go unclaimed are returned to prize funds for future bonus draws and promotions. Unclaimed prizes from Ontario-only games are returned to the province as part of OLG's proceeds to support priorities like health care and education.


  27. How do I submit a claim for a prize won on OLG.ca?
  28. Only prizes of $1,000 or more won on OLG.ca require a prize claim submission. Prizes less than $1,000 will be automatically deposited into your account. Learn more here.


  1. How do I buy LOTTO MAX or LOTTO 6/49 tickets online?
  2. To buy tickets like LOTTO MAX or LOTTO 6/49 online, you need to sign up for an account on OLG.ca. Just click “Sign Up” at the top right of the home page. Then, hover your mouse over the lottery tab in the top menu bar, click “Buy Tickets Now”, and then choose your game.


  3. Can I buy tickets using Google Pay, Apple Pay, or cryptocurrencies?
  4. You can buy lottery tickets and subscriptions on OLG.ca using many different payment methods including debit and credit cards, direct pay (i.e., Visa and MasterCard), and e-wallets. For more information about Direct Pay click here: https://www.olg.ca/en/lottery/direct-pay-for-lottery.html. OLG does not accept Bitcoin or other forms of Cryptocurrency.


  5. How old do I have to be to buy lottery tickets online in Ontario?
  6. You must be 18 years of age or older and currently residing in Ontario to buy lottery tickets online.

  1. What happens if my winning ticket is lost, stolen, or damaged?
  2. If you believe you had a winning ticket but lost it, OLG may still be able to verify your claim using data analysis. Please call 1-800-387-0098 to discuss potential options.


  3. How are “For Life” prizes paid out?
  4. When you win an annuity ("for life") prize, you may have the option to receive regular payments over a specified period of time or accept a one-time lump sum payment instead. Please be sure to read the game conditions for the relevant game and understand your options before submitting your prize claim. OLG does not provide financial advice to winners.


  5. Are lottery prizes taxed?
  6. Generally speaking, lottery wins in Ontario are not taxed.

     

    In the event an annuity or "for life" prize is won, arrangements are made by OLG or the ILC (dependent on the lottery game) for the taxable portion of the prize. Please review the relevant game conditions for additional details.


  7. Will past due child support be withheld from my prize money?
  8. All prize claims of $1,000 or more are reviewed for arrears status with the Family Responsibility Office. Depending on the outcome of this check, OLG may withhold prizes, in whole or in part, in accordance with applicable family legislation.


  9. What happens to unclaimed prize money?
  10. Prizes from national lottery games that go unclaimed are returned to prize funds for future bonus draws and promotions. Unclaimed prizes from Ontario-only games are returned to the province as part of OLG's proceeds to support priorities like health care and education.
     

  11. What are acceptable forms of ID for claiming prizes in-store?
  12. Proof of identification is defined as one of the following documents or combination of documents:

     

    Provincial/Territorial/State's Driver's license
    Certificate of Indian Status
    Firearms Possession and Acquisition License (PAL)
    Permanent Resident Card
    Nexus Card
    Passport (page with photo, signature, and date of birth)
    Ontario Photo Card
    Canadian citizenship card
    Canadian Armed Forces card
    Photo card issued by Liquor Control Board of Ontario (BYID) A photo card issued under the Photo Card Act, 2008

     


  13. How long after payment should I keep my winning ticket?
  14. Some prize claims require that you send the original ticket to OLG for processing. If you were able to keep your ticket, we recommend you hang on to it at least until you receive your winnings but you can keep it as long as you like to keep feeling all the feels of winning!


  15. What happens if I don’t sign my ticket?
  16. You must sign the front of your ticket as well as completing the information section on the back before taking photos of it to upload with your claim submission. OLG will not process prize claims where the ticket has not been signed.


  17. What is an “insider win”?
  18. When someone with a relevant affiliation to OLG who is eligible to participate plays and wins a lottery prize, that's deemed an Insider win.

     

    If you fall under one of the categories of individuals that OLG designates as Insiders you can play and win prizes, but any prize claim you submit for payment will go through additional reviews and processes. This helps us to protect the integrity of our games. Insiders are required to declare any relevant affiliation with OLG when submitting a prize claim.


  19. How do I claim a lottery prize if I am a U.S. resident?
  20. If you’re living in the U.S. and you’re claiming an OLG lottery prize, please keep the following things in mind.

     

    OLG never uses third parties to locate or pay its winners.

     

    It is OLG policy not to mail any lottery-related materials, including prize cheques, to the U.S. It is contrary to U.S. laws and postal regulations for an entity which operates lotteries to knowingly deposit in the mail, or send or deliver by mail to the U.S., any letters or packages concerning a lottery, and/or any paper, writing, or other device used, to be used, or adapted, devised, or designed for use as an integral part of conducting a lottery.


  21. Can I claim a lottery prize if I live outside of Canada as a Non-U.S. international resident?
  22. OLG's current practice is to mail prize cheques, when requested, to international mailing addresses, with the exception of addresses within the U.S. OLG cannot guarantee the safe or timely delivery of such mailings. Winners who request mailed prize cheques to international addresses do so at their own risk.

     

    You can give OLG a Canadian address where we can mail your cheque.

     

    Please note: all prizes are payable in Canadian funds.

     

  23. How do I claim prizes other than cash?
  24. To claim prizes other than cash (merchandise, trips, tickets to sporting events, or other prizes), please call OLG at 1-800-387-0098.

  1. I received an error code while using my Lottery App scanner. What does that mean?
  2. If you are having trouble with the ticket scanner on your OLG App you can call 1-800-387-0098.

     

    Alternatively, every OLG Lottery retail location has a convenient self-serve ticket checker.


  3. What does it mean when the OLG App says ‘See Retailer’?
  4. See Retailer means that the ticket can’t be checked on the OLG App, and the customer must go to retail to proceed.


  5. The online process requires an image of my winning Ticket. Can I use an existing photo?
  6. You will be able to upload an existing picture or scan your ticket using your phone’s camera directly from the app.


  7. What internet browser can be used to submit a prize claim online?
  8. Any modern, up-to-date web browser including Google Chrome, Microsoft Edge, Mozilla Firefox and Safari will be able to accommodate your online claim.