faq - buying online

account information

What is a CVV?

Sometimes also referred to as a CVC, "CVV" stands for Credit card Validation Value and is a 3 digit code on the back of your Visa or Mastercard credit card. Where the 3 digit CVV is not shown on its own, it is normally the last 3 digit group of numbers on the back of your credit card. This code is a mandatory requirement and has been introduced by Visa and Mastercard as an additional protection for credit card customers.

To complete your funds deposit transaction, simply enter the 3 digit CVV from the back of the credit card that you have registered for use and complete the deposit/purchase process as you would normally.

I am unable to register my bank account. I am with a Credit Union, what should I do?

Due to the change in credit union BSB structures in July 2010, the online purchasing system may not recognize your BSB. Either call our Customer Service team on 131 868 or email playersupport@goldencasket.com and provide the Consultant with your BSB details.

Our Revenue Accounting department will add the BSB to our database and you should be able to add/change the bank account the next business day.

How do I withdraw money from my online lotto account?

Funds may be withdrawn from your Account in the following ways:

  • Online Direct Credit to an Australian bank account
  • Cheque or Bank Draft

Prior to the first withdrawal from your online account, you will be required to verify your age, identity and residential address provided by you during registration.

Upon verification of your identity, your request will be actioned by Golden Casket within 2 business days.

There's more information available on identity verification on the help pages.

How much can I spend from my lotto account each week?

There is a default limit of $1,000 per week placed on your account by Golden Casket when you first join up. You can however manage your own account and adjust your limit at any time.

How do I withdraw money from my online account?

Funds may be withdrawn from your Account in the following ways:

  • Online Direct Credit to an Australian bank account
  • Cheque or Bank Draft

Prior to the first withdrawal from your online account, you will be required to verify your age, identity and residential address provided by you during registration.

Upon verification of your identity, your request will be actioned by Golden Casket within 2 business days.

There's more information available on identity verification on the help pages.

logging in

What do I do if I have forgotten my Member ID?

If you have forgotten your Member ID you must contact Customer Support.

What do I do if I have forgotten my password?

If you have forgotten your password:

  • Enter your Username into the Username/Email field at the top of this screen and then click on the "Forgot?" link next to the Log-In button.
  • You will be prompted to enter your Surname and your Date of Birth.
  • If all your personal details match, you will receive an email to your registered email address, containing your new Password.

Once you have your Username and Password you can log-in again. You will be asked to change this Password to ensure the security of your Account and you will be able to start purchasing.

Can I change my password?

You can change your password at any time by clicking on the Update your Details link in the Account menu. Your password must be between 7 to 12 characters and must contain a letter and a number.

How do I exclude myself from the website?

The self-exclude process enables members who wish to self-exclude from being able to use their registered internet account for an exclusion period of 180 days.

You can either:

  • contact us on 131 868 (during extended business hours), or
  • submit an online Self Exclusion request (detailed below).

Online self-exclusion:

  • Login to your Account
  • Click the Self Manage link in the Account menu
  • Select either Lotteries or Wagering to self exclude from.
  • Follow the online process to self-exclude

Your completed Deed of Self Exclusion will then be submitted to Golden Casket Customer Support. Your registered Account will then be de-activated for an initial period of 180 days. Please note that after this period your account can only be re-activated upon receipt of a written request by you. This written request should be directed to Golden Casket Customer support. Members who Self-Exclude three times are permanently excluded.

For more information on closing your account or self exclusion, click here.

verifying your account

Why do I need to provide ID for my online account?

It is a legal requirement that the age and identity of all members is verified within 90 days of joining. How you verify your account will depend on your account status;

If your age, residential address and identity cannot be verified within 90 days, your account will be closed.  If you wish to verify your identity after this date, please contact customer support.  We may re-open your account within one year from the date of registration upon verification.

By law, any funds in an account that remains unverified one year from the date of registration will be sent to the Office of Liquor and Gaming Regulation (OLGR).

How do I verify my online account?

Find out about how to verify your account here

Can I go into a Golden Casket Outlet to claim a prize I won via my online account?

No, if you win a prize from a lotto ticket purchased through your online account, any winnings are credited to your internet Account and can then be withdrawn in the manner set out here.