When refunds may be issued and how Round 2 website credit works

This Refund Policy explains when refunds may, and may not, be issued for competition entries made through TheBonusBall. Please read this policy alongside our Competition Rules before entering.

Round 1 and Round 2

Round 1 determines the winner of the advertised main prize. Round 2 gives eligible entrants who did not win Round 1 a second chance to receive their entry fee back as website credit.

• Round 1 uses the relevant official Lotto Bonus Ball result for the main prize.
• Round 2 uses the second published Bonus Ball result for eligible website credit.
• Round 2 website credit is separate from a payment-provider refund.
• Round 2 credit is not normally withdrawable as cash.

No refunds after entry

Once an entry has been recorded in a live competition, refunds are generally not available. Entries are recorded as part of a prize competition and cannot normally be withdrawn without affecting fairness and the integrity of the competition.

• A change of mind after entry does not normally qualify for a refund.
• A refund is not issued because an entrant does not win Round 1 or Round 2.
• Round 2 credit is only applied where the applicable result matches an eligible entry.
• Entries remain subject to the Competition Rules and Terms and Conditions.

When refunds may be issued

Refunds may be considered in limited situations where there has been an issue that means the competition cannot proceed fairly or where a customer has been charged incorrectly.

• If a competition is cancelled entirely and cannot proceed.
• If a technical or billing error results in an incorrect or duplicate payment.
• If a refund is required under applicable consumer law.
• If another exceptional issue means a refund is appropriate after review.

If a competition rolls over

Bonus Ball competitions usually close at 7:30pm UK time on Wednesday or Saturday. If a competition has not sold out by its stated closing time, it may roll over to the next applicable live draw.

• Existing valid ticket numbers remain active during rollover.
• No refund is issued solely because a competition rolls over.
• The active draw date and closing information are shown on the competition page.
• Round 1 and Round 2 apply to the active draw date displayed for that competition.

Bonus Ball competitions

Bonus Ball competitions use ticket numbers from 1–59. The Round 1 result determines the main prize winner and the Round 2 result determines whether eligible entry fee credit is applied.

• Each number is assigned once per competition.
• Round 1 determines the advertised main prize winner.
• Round 2 may award website credit where applicable.
• Refunds are not normally issued after entry unless one of the stated refund situations applies.

How approved refunds are processed

Where a refund is approved, we aim to return it to the original payment method wherever possible. Processing times can vary depending on the payment provider.

• Approved refunds are usually returned to the original payment method.
• Payment-provider processing times may typically take 5–10 business days.
• Round 2 website credit is added to the relevant customer account where applicable.
• Website credit and payment-provider refunds are separate processes.

Fraud prevention and misuse

We may investigate suspicious activity to protect entrants, competition fairness and the integrity of TheBonusBall.

• Refunds may be refused where there is evidence of fraud or misuse.
• Chargeback abuse or manipulation attempts may result in account restriction.
• A reversed payment may result in the related entry being voided.
• Any prize or website credit connected to an invalid entry may be withheld or recovered.

Contact and support

Contact us if you believe you are entitled to a refund. Please include your order details and a clear explanation of the issue so that we can review your request.