Lost or Damaged Tickets/E-Tickets

Customers are required to produce a valid winning physical ticket or E-Ticket to claim a prize. Losing a winning ticket is like losing cash.

We urge customers to exercise due diligence and care in safekeeping their tickets in good condition to avoid disappointment in making prize claims for their winning tickets.

As a responsible operator, Singapore Pools is committed to uphold integrity in applying the game rules consistently and fairly across all products and customers without prejudice.

Our position with regards to lost and damaged tickets/E-Tickets are as follows:

  • We are in no position to prove the ownership of the ticket.

  • We will not withhold prize payment simply because there is a police report made with the Ticket Security Number.

  • We are in no position to trace or investigate the purported theft or in tracing the misplaced/lost physical ticket for customers.

  • We are in no position to and will not trace or investigate claims that the E-Ticket was redeemed without proper authorisation, or that the mobile device containing the E-Ticket was stolen, hacked into, accessed illegally or without authorisation, or malfunctioned for any reason whatsoever (including where caused by computer viruses or system crashes) thereby resulting in the customer's inability to produce the winning E-Ticket.

  • We will not release video footages or any other evidence pursuant to requests to identify a person or validate any transaction, unless required by a Court Order or by law to do so.

Appeals on any other grounds will not be considered.


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