Frequently Asked Questions

    Getting Started

    How do I create an account?

    Simply click the registration link under the My Account menu on our website and follow the prompts.

    I’m having trouble logging in.

    Give our friendly customer support team a call on 1800 63 40 40 or email us at supporterresponse@endeavour.com.au

    My Account

    How do I create an account?

    Simply click on My Account in the main menu and follow the prompts.

    What do I do if I forget my password?

    1. Email
    You can request a password reset link to be sent to your email address.

    Step 1: Click here and fill in your relevant information. You will then receive an email from us with a link to reset your password.
    Step 2: In the email that you receive, select “Choose a New Password” and you will be taken to the password reset page.
    Step 3: Enter your new password in twice and then 'Change Password'

    2. Phone
    If you would like our friendly support team to help reset your password, you can give us a call on 1800 63 40 40.

    Draw Information

    How do I find out if I have won a prize?

    After each draw, all winners are notified by phone and Registered Post. You can also view the draw results on the website after each lottery has been drawn. If you have an email address registered with us, you will receive an email from us with the draw results.

    How is the draw conducted?

    Draws are conducted at Endeavour Foundation Head Office under supervision from Queensland Office of Liquor and Gaming Regulations. The Customer Service Manager of Endeavour Foundation, who cannot be a ticket holder, is responsible for the conduct and supervision of the draw. The draw is also supervised by the internal auditor.

    What are the odds of winning a prize in the lottery?

    Your odds of winning a prize are related to the number of tickets sold in each lottery. The total number of tickets available in each lottery can be found in the Terms and Conditions. Remember, every single ticket has the same chance of winning.

    Can I claim a prize if I lose my ticket?

    Yes, you can claim a prize if you have lost your ticket on the condition you can provide a statutory declaration and photo identification to confirm your identify matches the details on the ticket. You may be required to show proof of purchase as well.

    Ticket Information

    How do I receive my tickets?

    When you buy tickets online, a confirmation email of your tickets will be sent to you. Your ticket will also instantly show in your online account, under "My Tickets".

    If you sign up to be a Star Supporter, your pre-ordered tickets will be sent via email or mail, depending on preference, in the second half of every month.

    I live overseas; can I buy a lottery ticket?

    Yes, if you live overseas you can also buy tickets. All first prize winners will be provided with $5,000 in the form of gold bullion for travel and accommodation. However, we advise all overseas winners to consult with a solicitor specializing in Australian property law. Please note all prize and ticket values are listed in Australian Dollars (AUD).

    Can I choose my own ticket numbers?

    Ticket numbers are automatically generated by our lottery system. Due to this, specific ticket numbers cannot be chosen.

    Prize Information

    What are Ultimate Life Changer Lotteries?

    Ultimate Life Changer Lotteries are held five times a year and offer the choice of a $600,000 prize to win. A special edition lottery usually features once a year with the prize as an Apartment.

    Are prize homes built or purchased by Endeavour Foundation Lotteries?

    The majority of Endeavour Foundation Lotteries prize homes are purchased ready built, with one or two homes newly built each year. Only those ready built homes that meet our quality criteria are purchased.

    What are the opening times of your prize homes?

    You are very welcome to visit our prize homes from 10am until 5pm (QLD time) 7 days a week. Please note that we are closed on Christmas Day, Good Friday 3 April and Anzac Day until 1pm.

    If I win, can I move in straight away?

    Yes. When you come to collect your prize, you will be met by the Customer Service Manager who will take you to your home and officially hand over the keys. You can then move in immediately while we arrange the transfer of title

    If I win, can I take cash instead of the house?

    Unfortunately we are prohibited from substituting cash for the prize home under the laws of Queensland Office of Liquor and Gaming Regulations.

    If I win the first prize and do not wish to live in the property, what are my alternatives?

    You have a number of options: sell it, add it to your investment portfolio, or rent it out and gain a rental income.

    What costs are covered in terms of rates, insurance and so on?

    For a standard lottery, $5,000 cashable gold is provided to cover rates and charges issued by the local council and the water and sewerage access fee for the first 12 months. An additional $5,000 in gold bullion is included for travel fees. We advise all winners to organise home and contents insurance from the day of handover, and will supply all the necessary information for you to provide to your chosen insurance company.

    Star Supporters

    What are the benefits of being a Star Supporter?

    When you pre-order future lotteries, you will receive your tickets automatically in every Prize Home Lottery and Ultimate Life Changer Lottery. Star Supporters also benefit from exclusive bonus draws including 4 x Luxury Car Draws and 3 x $10,000 Cash Bonus Draws each year. There are no lock in contracts.

    Star Supporters also assist Endeavour Foundation Lotteries reduce mailing costs and therefore provide even more support to people with a disability.

    If I become a Star Supporter, can I alter or increase my automatic ticket order?

    Yes, you can alter or increase your ticket order at any time by contacting our Customer Support team – email supporterresponse@endeavour.com.au or call us on 1800 63 40 40 (Australia Free Call); 0800 44 22 35 (New Zealand Free Call); +617 3908 7295 (International).

    As a Star Supporter you decide when you would like to alter ticket purchases.

    I’m a Star Supporter, when will I be charged?

    Charges occur on the 15th of each month. If your preferred payment method declines, we will contact you and may attempt your payment method again from 19th-27th of each month.

    How do I cancel my Star Supporter membership?

    You can cancel your Star Supporter membership by contacting our Customer Support team – email supporterresponse@endeavour.com.au or call us on 1800 63 40 40 (Australia Free Call); 0800 44 22 35 (New Zealand Free Call); +617 3908 7295 (International).

    After cancellation, you will no longer be eligible for any future Star Supporter bonus draws. Your existing tickets, purchased while a Star Supporter membership was active, will remain eligible (subject to the draw terms and conditions on the website).

    Please note that removing payment information online will not cancel your membership automatically. After removing payment information online, any additional purchases made may add new payment information to your account which may resume your Star Supporter membership if it has not been properly cancelled.

    Payment

    How do I update my payment details?

    Simply call our customer support team on 1800 63 40 40, or self manage within My Account.

    What payment methods do you accept?

    If you are purchasing single tickets online we accept all Mastercard, Visa and American Express cards alongside PayPal. Currently, only card payments (not PayPal) are supported for Star Supporter subscriptions. You can also pay via cheque or money order by contacting our customer support team on 1800 63 40 40.

    About Us

    Where do the funds raised from the lottery go?

    Funds raised go towards providing opportunities for people with an intellectual disability to learn life skills, live independently, find a job they love, and be actively involved in their communities.

    You can read more about what we do at Endeavour Foundation here.

    Responsible Gambling

    How does Endeavour Foundation Lotteries help me make informed decisions about lottery ticket purchases?

    Endeavour Foundation Lotteries minimises risk to lottery supporters and helps supporters make informed decisions about their participation through a responsible gambling framework. Its purpose is to ensure that we actively minimise or eliminate harm to supporters arising from gambling problems and the like.

    While the nature of our Art Union lotteries poses an inherently lower risk profile when compared to commercial lotteries or other betting services, as a responsible member of the community, we strive to protect our supporters from harm.

    Only you can decide how much time and money you want to spend on gambling. You should spend only what you can afford to lose.

    When gambling on charitable and non-profit activities, you should remember that these games are products of chance and randomness and there is no guarantee that you will achieve the winning outcomes. Your odds of winning a prize are related to the number of tickets sold in each lottery. The total number of tickets available in each lottery can be found in the Terms and Conditions.

    How can I get help or speak to someone about my gambling?

    If you’d like to speak to someone about your gambling with Endeavour Foundation Lotteries please get in touch with our trained customer support team who can refer you to an appropriate service for your needs.

    Alternatively, you can reach out directly to the services listed below.

    Inter-state gambling services are also available:

    What information can you provide me about your responsible gambling framework?

    You may request information from Endeavour Lotteries, including:

    • our responsible gambling policy;
    • the nature of our lottery products, odds and returns to players (which are available in each draws terms and conditions);
    • how you can opt to be self-excluded;
    • gambling-related complaint handling procedures; and
    • key elements of our financial transaction practices

    To request this information, please contact our customer support team.

    Can I self-exclude from Endeavour Foundation Lotteries?

    Yes.

    To self-exclude, simply contact our customer support team with your request and we’ll process it immediately. We can also assist you in self-excluding from other gambling providers if desired.

    What should I know about self-excluding?

    By self-excluding from our lotteries, for the period of your exclusion:

    • you won’t be allowed to purchase tickets, subscriptions, or any other product from Endeavour Foundation Lotteries;
    • we won’t send you any marketing material; and
    • you’ll be asked to leave from any of our prize homes.

    Self-exclusions can be for any period you request. You can only retract your request to be excluded for a cooling down period of 24 hours, after which you will need to see out the length of your exclusion.

    Choosing to self-exclude can be due to your concern about:

    • the amount of money you spend on gambling;
    • the time you spend at our prize homes;
    • the negative impacts that gambling have on your work life and/or family life; or
    • any other reason.

    We don’t need to know why you want to self-exclude.

    During the period of self-exclusion, our systems monitor account creation to prevent an alternative account from being used.

    We maintain a register of excluded persons that is only available to staff who are required to be informed of exclusions (e.g., prize home staff). We otherwise keep your information confidential and ensure your individual circumstances are always respected.

    How can I make a complaint?

    We welcome your feedback. Here's how you can lodge a lotteries-related complaint.

    Directly with the Endeavour Foundation Lotteries

    Indirectly with Endeavour Foundation

    Endeavour Foundation’s complaint management public policy is available at endeavour.com.au/Contact/Feedback