FAQs

General Enquiries

• Where is my complimentary Scratchee?

Account & Support

• I can’t find my Scratchee?
• How do I reset my password?
• How do I get my account unsuspended?
• Why is it telling me that my location isn’t allowed on Scratchee?
• Why has my account been suspended?

Gameplay & Experience

• Why are there missing Scratchee games?
• How do Scratchees work?
• How do the Scratchee 'Odds' work?
• Can I play Scratchees on my phone?
• What happens if my game crashes?

Cash Purchases / Deposits

• How do I change my payment method?
• How do I remove a payment method?
• How do I connect my bank account?
• Are your payment methods secure?

Withdrawals & Cashouts

• What is a Prezzee Smart eGift Card?
• I still haven’t received my withdrawal
• I just made a withdrawal. Why has it not hit my account yet?
• How long does it take until I receive my Prezzee Smart eGift Card?
• How do I use my Prezzee Smart eGift Card?
• How do I complete a withdrawal using Bank Transfer?
• How can I withdraw money from my account?
• Why can’t I connect my bank account to withdraw my balance?
• Why can’t I verify my bank account to withdraw my balance?
• What options can I use to withdraw my balance?

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Discounts & Coupons

• I tried to claim a deal in the Savings HUB and it didn't work
• What kind of deals are there in the Savings HUB?
• What online stores/partners do you have in the Savings HUB?
• How do I access the Savings Hub, and how many days do I have left?
• How does the Savings Hub work?

Daily 2nd-Chance Promotion

• I didn't get credited my 2nd Chance, what happened?
• What is the Daily 2nd-Chance Scratchee?
• How do I claim the Daily 2nd-Chance Scratchee?
• How often can I use the 2nd-Chance Scratchee?
• Which games can I use the 2nd-Chance Scratchee on?
• I activated my 2nd-Chance Scratchee and I lost but I did not receive my Scratchee?
• What happens if I buy multiple access packs and apply the 2nd-Chance scratchee to it?
• I accidentally put it on and didn’t want to use it on that package

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Account Verification

• What documents do I need to provide?
• Why do I need to verify my account before withdrawing?
• Is my information safe?
• Do I have to verify every time I withdraw?
• What if my documents are rejected?
• What happens after I submit my documents?
• How long does verification take?

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Prize Verification

• How long does it take to receive my winnings?
• Can I decline to complete the affidavit or W-9?
• Do I have to pay taxes on my winnings?
• Who should I contact if I can’t find my DocuSign email?
• Is my personal information safe?
• What is a 1099-MISC form?
• Will I receive a W-9 form now?
• Why does the IRS need my information?
• What happens after I complete the DocuSign form?
• Why do I need to complete a DocuSign form before receiving my prize?

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Offers & Promotions

• I tried to claim a promotion and it says I have purchased it too many times
• I tried to claim a promotion and it is no longer available
• My first scratchee lost and I didn’t receive another one back?
• My promo code does not work
• What is a Promo Code?

About Us

• Who is Scratchee.com?
• What is an Access Pack?
• How Scratchee.com works?