Lottery money disappeared from on-line account

misterstingy

I play the lottery on-line. I had a balance of £1.20 in my on-line account. I wanted to add some more money, but noticed the debit card details were out of date. I entered the details of my new debit card. Then I noticed my account balance was now zero. I checked the transaction history, and it shows the £1.20 being paid to me, but using the old debit card details. Presumably this can't work because that card was replaced with one with a different number and expiry date.

OK I know it's only £1.20, but the lottery site allows you to put up to £350 in your account, so it could have been a more substantial sum of money. I emailed them but so far had no reply. The point is I never asked to take money out of my account, just entered the new debit card details.

Makes me wonder what else is wrong with their site.

zppp

misterstingy wrote: »

I play the lottery on-line. I had a balance of £1.20 in my on-line account. I wanted to add some more money, but noticed the debit card details were out of date. I entered the details of my new debit card. Then I noticed my account balance was now zero. I checked the transaction history, and it shows the £1.20 being paid to me, but using the old debit card details. Presumably this can't work because that card was replaced with one with a different number and expiry date.

OK I know it's only £1.20, but the lottery site allows you to put up to £350 in your account, so it could have been a more substantial sum of money. I emailed them but so far had no reply. The point is I never asked to take money out of my account, just entered the new debit card details.

Makes me wonder what else is wrong with their site.

It is possible to refund to an expired card, it just may take longer.

timeportal

http://www.national-lottery.co.uk/player/p/help/faqs.ftl#int_Managing3

You can only change your debit card if you have a zero balance on your National Lottery Account. If you have funds in your Account you can either wait until it reaches zero or transfer the balance back to your bank account via your original debit card. If you have funds in your Account and your original debit card is no longer valid, and you do not wish to spend these funds, you will need to contact the National Lottery Customer Care Team on 0845 278 8000. You are able to change your debit card if you have Direct Debit funds only in your National Lottery Account.

Hope that helps explain it

DD1966

I have an on line account with the lottery, and each time I have changed card details it tells me that before I can do it they have to refund any balance back to the original card before they can procceed with the card change details.
hope this helps

marvic31

Unless you have changed account number the refund should be in your bank account. Its only the card details that have changed.

This happened to me the other month. They refunded the balance to my bank account, but just had to give them new card details. Account number was still the same.

Sharon87

They usually email say you're card details are expiring and the money in your account will be refunded to you. I had one of these emails. So check your bank account statement roughly the date your card expired

misterstingy

Thanks for all the helpful replies. Money is now in our bank account. I think it would be nice if they had displayed a message telling me what was happening.