How do I request a refund?

What should I do if I need a refund?

If you've accidentally deposited funds, or want deposited funds returned, contact our Customer Support team to request a refund.

If you deposited using BPAY or a direct deposit, you'll need to contact your bank directly to request those funds to be returned, we're not able to retrieve BPAY or direct deposit funds on your behalf. 
Note: Processing time for these bank-initiated recall requests can vary significantly and depends on your financial institution. Your bank can only retrieve funds that are still available in your Oz Lotteries account. If you've already used some, or all of the deposited funds to make purchases, those funds can't be retrieved through this method.

Key facts:

• Contact Customer Support to request a refund of deposited funds.
• BPAY and direct deposit refunds must be requested through your bank directly.
• Deposited funds can't be withdrawn directly, only refunded.
• We process refund requests within 1 business day of receiving them, total processing time depends on your financial institution.
• If you paid by credit card, the refund goes back to that same card, see below for how that works.

Can I withdraw my deposited funds myself?

No, deposited funds can't be withdrawn directly. To get deposited funds back, request a refund through Customer Support (or through your bank, if you deposited by BPAY or direct deposit, see above).

Deposited funds are different from prize funds, you can read more in What's the difference between winnings and deposited funds?

How long does a refund take to process?

We generally process refund requests within 1 business day of receiving them. The total time for the funds to reach your account after that depends on your financial institution. If you paid by credit card, this is usually 5–14 business days, see below for more detail on credit card refunds specifically.

What is a credit card refund?

If you paid by credit card and we approve a refund, the refund is credited back to that same credit card, not paid out as cash or through any other method.

Example: If the amount being refunded is the only balance on your card, your balance returns to its original opening balance once the refund is processed.

How does a credit card refund work at Oz Lotteries?

Refunds can only be returned to the same credit card you originally paid with, and they need to be sent back through your card issuer, which is why refunds can take several days to appear on your account.

Note: Your card issuer may not refund any foreign transaction fees on the original purchase, since processing an international transaction costs them money. Check with your card issuer to confirm.

Can I have the funds credited to my Oz Lotteries account instead?

Yes. If you'd prefer, you can ask our team to credit your Oz Lotteries account instead of your credit card. These funds are available immediately.

Note: Funds credited this way can't be withdrawn to a different payment method, in line with anti-money laundering requirements. If you'd like an actual refund later, you can still request one at any time, if sufficient funds are still available. You can only be refunded the amount remaining, if you've already used some of the credited funds, that portion can't be refunded. The refund will then be processed back to your original payment method.

What's the difference between a refund and a chargeback?

A refund happens after Oz Lotteries agrees to credit your purchase amount back to your card. A chargeback is different, it reverses the original charge, and can only happen after you've filed a billing dispute directly with your credit card company.

Oz Lotteries initiates a refund. Your credit card company initiates a chargeback. A chargeback can also take longer to resolve than a refund. You can't file a chargeback on a purchase that's already been refunded.

How do I contact Oz Lotteries about a refund?

Should you have any questions or feedback, please don't hesitate to contact our Customer Support on 1300 188 911 or at support@ozlotteries.com.