FAQs

General Enquiries

• Where is my complimentary Scratchee?
• What Are Scratch Coins

Account & Support

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

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Gameplay & Experience

• How do Scratchees work?
• My Scratchee said “Bad URL” and would not work. How do I fix that?
• Can I play Scratchees on my phone?
• What happens if my game crashes?
• How do the Scratchee 'Odds' work?
• It’s asking me for an 'Invite Code'?

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Top-Ups / Deposits

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

Withdrawals & Cashouts

• How can I withdraw money from my account?
• Why can’t I connect my bank account to withdraw my Scratch Coins?
• I just made a withdrawal. Why has it not hit my account yet?
• Why can’t I verify my bank account to withdraw my Scratch Coins?
• How long does it take until I receive my Prezzee Virtual VISA Card?
• How do I complete a withdrawal using Bank Transfer?
• I still haven’t received my withdrawal
• How do I use my Prezzee Virtual VISA Card?
• What options can I use to withdraw my Scratch Coins?
• Can I withdraw my BONUS Scratch Coins?
• How long does it take to receive my winnings?
• Why is my withdrawal taking so long?

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Daily Mystery Scratchee

• What is the Daily Mystery Scratchee?
• How do I claim my Daily Mystery Scratchee?
• Which Scratchees are involved in the Daily Mystery Scratchee?
• Why can’t I withdraw my winnings from my Daily Mystery Scratchee?
• Why aren’t I receiving the Daily Mystery Scratchee each day?

Offers & Promotions

• How does the risk-free scratchee work?
• What does the 100% Matched First Top-Up mean??
• My promo code does not work
• What is a Promo Code?
• My first scratchee lost and I didn’t receive any cashback?
• My first Scratchee lost and I didn’t receive my cash back?

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Discounts & Coupons

• How does the Discount Hub work?
• What Promo Codes do you currently have live?

About Us

• Who is Scratchee.com?
• How Scratchee.com works?

Account Verification

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

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Prize Verification

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

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