How can we help you?

Please refer to these commonly asked and answered questions.

FAQ

1) Every time you play with Raffolux, you’ll be supporting a charity of your choice. 10% at a minimum of every ticket purchased goes towards a good cause, and thanks to our members, over £300,000 has been donated to charities across the UK so far. 2) We never extend our timers, and regardless of the number of tickets sold, the prize will always be given away on the draw date. 3) Our ticket prices will always be kept low. You will never have to pay more than £5 to enter a raffle and secure your chance to win – Raffolux should only ever be a source of light-hearted fun, and we’re committed to keeping it that way!

To play with us, you must be over 18 and a UK resident.

‘Tickets’ work in exactly the same way as real-life raffle tickets, and each represent one chance to win when entered into a raffle. When deciding to play with Raffolux, a user first chooses to buy a number of tickets, which will then be added to their Raffolux wallet once payment is made. Each ‘entry’ is just a bundle of a specified number of tickets. For example, if a raffle is listed as a ‘2 ticket entry’, then to make an entry into that raffle, the user must spend 2 tickets from their wallet. In return, that user gets two tickets (and therefore two numbers!) in the draw, which represents two chances to win! The ‘entry’ number varies across different raffles, and all Raffolux raffles are either 1, 2, 3, 4 or 5 ticket entries.

To play a raffle, you can either enter online through our website or by submitting a free postal entry (information on which can be found in our Terms & Conditions)

The maximum number of entries that you can play in a particular raffle will be stated on the raffle page, just underneath the pictures of the prize. The only exception to this is where we run raffles in support of a charity, where we allow our members to enter (and donate) as much as they want to.

You do need to sign up to Raffolux to play, but becoming a member is super easy and takes less than a minute!

Your odds depend on how many tickets are up for sale on the particular raffle. For example, if 100 tickets are available in total and you purchase 20 tickets, you will have a 1 in 5 chance of winning the raffle, or even better if it doesn’t sell out! Unless it’s a raffle for the benefit of a specific charity (where we want to raise as much money as possible), we will always clearly state how many entries are available for each raffle.

All of our raffles run for a fixed number of days, and the time left until they close is specified on each raffle’s info page.

Regardless of how many tickets are sold, we always give the prize away and never extend our raffles! Meaning that if you’ve got the only ticket in the raffle when the timer closes… we’ll be sending you a winner’s email the next day.

All entries are final, and unfortunately, we aren’t able to return tickets that you’ve spent on a raffle.

Unless stated differently on a raffle description; The draw for each raffle will take place within an hour of the time at which the raffle ends OR after all tickets sell out!

If you tune into the live draw and scoop a win, you will see your number on the screen and hear your name being read out by the presenter! And if you aren’t watching – we’ll follow up with an email and/or a call congratulating you. It’s super important to keep your email and phone details up to date for this reason.

Your Raffolux wallet in the top right corner of the screen will display the number of tickets you have to play with! And for your spent tickets – you will be able to find these in the ‘My Raffles’ section of your account.

Charity is right at the heart of our mission, and Raffolux currently supports good causes in two main ways: 1. When you sign up to Raffolux, you will be able to select a charity to sponsor. From that moment on, 8% of every raffle ticket sold goes straight to a charity of your choice, and 2% goes to our remaining charity partners listed here. Our wonderful members have currently raised hundreds of thousands of pounds for charity, and as we grow as a community, we will be able to raise more and more for good causes (you can change your sponsored charity at any point here). 2. We also run special charity raffles in support of a particularly good cause, that can be recognised from what. For these raffles, we will donate a significant percentage of ticket sales (specified on the raffle information page) directly to the specified charity.

We work with some fantastic charities such as Alzheimer's Society, Great Ormond Street Hospital Children's Charity, Mental Health UK and many more - you can see our list of sponsored charities here

Yes, we are always open to talking about partnerships with new organisations and would love to hear from you! Please do send an email to partnerships@raffolux.com, and one of our partnerships team will follow up with you directly.

Prizes

When there are less balls in the first chamber, this is due to the number of tickets sold on the raffle. For example, if 14000 tickets were sold, only balls 0 and 1 would be in the first chamber. The first digit represents the ‘tens of thousands’ part of the number. If you had ticket number 751, that would be 00751 on the machine.

If my ticket is drawn live how will I find out if I’m not watching? You will still be notified the same way if you win on a live draw, with a congratulatory email. You can also check our winner's page: here , or re-watch the draw.

No! Whilst we’d love you to tune in live, you don’t need to be watching for your entries to be counted.

You can watch our draws as they take place, or re-watch old draws that you missed, over on our Facebook Page: here

Raffolux live draws take place every night, and our lovely host Amy will appear on Thursday and Sundays.

We obtain all of our prizes from carefully selected providers, and work closely with reputable firms like Virgin experiences, John Lewis, etc. to make sure that all of our prizes are exactly as described in each raffle.

We will either hand-deliver the prize or use Royal Mail Special Delivery Guaranteed ® to deliver all our prizes. Should the prize be too large or valuable to send by mail, we will arrange for it to be delivered personally. For car raffles, depending on where you live, we will either pay your travel expenses for you to come and collect your car, or arrange for the vehicle to be delivered.

If there is any problem whatsoever with the prize, from its delivery to the quality of the prize itself, then please don’t hesitate to get in contact with us right away by using the ‘?’ button in the bottom right of the screen. We will do our very best to solve the situation right away!

This depends completely on the prize that you win. Feel free to ask and we may offer you a cash alternative at our own discretion.

Depending on the location and the nature of the holiday, the date range for taking the holiday offered as a prize will vary.

Absolutely! We would love to hear any prize suggestions you might have - just click the ‘?’ button and send us a message.

If we are unable to contact a winner within 21 days of a raffle ending and the prize is not claimed within this time, then we reserve the right to re-run the draw and pick a new winner.

Security

Every time you make a deposit on our website or you spend your tickets on our raffles, you will receive a confirmation email of your activity.

The winner is selected using our ball machine, which you can watch live on our Facebook page. Occasionally, in the event of an 'Instant Draw' (which will be marked on site) these draws use a true random process by random.org, an independent, fully audited third-party entity developed by Dr Mads Haahr of Trinity College Dublin. Most ‘random’ processes used in computer programs are actually pseudo random, which means that they are generated in a predictable fashion using a mathematical formula. This is fine for many purposes, but for drawing a raffle, we want it to be completely random, which is why we use random.org - which uses atmospheric noise to select a truly random number.

Raffolux could not, does not, and will never have any access or control over the outcome of the draw. Our live draws use a ball machine that you can watch streamed to Facebook, and our instant draws are performed externally by random.org - the results of which are made publicly available here The draw is stamped in Random.org until the end of time, meaning that we couldn’t affect the process even if we wanted to (which we definitely don’t!).

We are a good-natured company and will never ask anyone to participate in any unreasonable publicity requests. You are absolutely entitled not to participate in anything that you are not comfortable with - the only things we always need are a winner photo, and permission to place this photo on our website.

Your data is absolutely secure and we adhere to the Data Protection Act 2018 in how we store and use data. Please refer to our Privacy Policy (link) for more details.

No need to worry! If you have lost or forgotten your password, just go to the ‘sign in’ page and then click ‘reset password’. If you’ve forgotten the email associated with your account, then please do get in contact with us by clicking the ‘?’ button in the bottom right of the page and we will locate and verify your account.

Payment

Each ticket costs just under a pound, and depending on the raffle, a raffle entry requires between 1 and 5 tickets in order to play.

We use secure, encrypted connections across our website and do not hold your card details on our servers. Our payment providers are fully PCI and ISO compliant, and we leave all of the financial processing to them. Raffolux will never see, store or share any of your financial data.

You can pay by debit or credit card on our website, using our payment provider’s secure checkout system. Please be aware that some banks place charges on credit cards when you participate in gambling transactions, and, at times, Raffolux gets classified as a gambling transaction by certain banks.

Yes, you can save card details! And don’t worry – we cannot, and will never be able to see these details – this is all handled securely by our payment providers, First Data and Axcess Merchant Services.

If you receive a message indicating that we were unable to accept your payment, please do double check your details and try again. If you’re still having trouble paying, please get in contact with us at support@raffolux.com or use the live chat feature at the bottom right-hand corner of every page.