0300 303 4500 hello@makeasmilelottery.org.uk

Frequently Asked Questions

What is make a smile lottery?

make a smile lottery is a weekly lottery draw dedicated to raising funds for local causes and in doing so makes a difference to the local communities served by our partner charities

St Helena, a hospice charity based in Colchester wholly owns and administers the lottery and is working with other local causes to raise funds. Please click the Charities tab to find out about the charities we support. Members of make a smile lottery choose which charity they wish to play in support of when they join. By working with other charities in this way, overheads and costs are kept to a minimum so more funds can be used for charitable purposes.

St Helena Hospice trading as make a smile lottery. www.gamblingcommission.gov.uk. St Helena Hospice is a company limited by guarantee. Registered in England and Wales Number 01511841. Registered Charity Number 280919. Registered Office: Myland Hall, Barncroft Close, Highwoods, Colchester, CO4 9JU. make a smile lottery office: 6 The Atrium, Phoenix Square, Wyncolls Road, Colchester, CO4 9AS

Licensed by the Gambling Commission Number 000-004685-N-306842-006

How do I check if a make a smile lottery representative is genuine?

Representatives of make a smile lottery go out to events and retail premises and call on householders in the communities served by our charity partners, to raise awareness about our fundraising lottery.


All our representatives will have official identification on them – please ask to see this and ask any questions you may have. You can also contact the make a smile lottery office on 0300 303 4500 Monday to Friday 9am-5pm.


Please click the Team tab to view photographs of our representatives.

How do I cancel a membership?

We are sorry to see you go and would like to thank you for your support. Simply fill in our online form or contact us. We will process your cancellation quickly and promise we won’t try to change your mind.

Once you cancel your membership all monies will be used as entries into the draw until this amount becomes zero. For those who pay their membership via a monthly payment this will mean that you will have a pence amount left which unfortunately will not be enough for a complete £1 stake in the lottery draw. Any pence amount that remains after ten weeks will be treated as a general donation to the good cause that a supporter was playing in support of.

Please note that if you pay by standing order you will also need to contact your bank or building society to notify them that you wish to stop payment to us.

How do I make a complaint?

We hope you won’t, but if you ever have cause for complaint, please contact us and we will help in any way we can to resolve your complaint quickly. All complaints and disputes will be dealt with in accordance with our complaints policy, a copy of which is available at the Lottery Office. In the event a complaint or dispute cannot be resolved, it will be referred to arbitration. As we are a member of the Hospice Lotteries Association, complaints will be referred to Alternative Dispute Resolution (ADR).


Questions about playing make a smile lottery

From your very first entry into our weekly prize draw you will be making a difference to the local community served by your chosen charity. Please view where your money goes for information.

Yes you can, but there is a limit of 5 numbers played each week. You can only purchase up to 3 per week on the website. Each number you play costs £1 per week.

Unfortunately at this time single tickets are not available. By choosing one of the regular payment options you will be providing a valuable income for the local cause you choose to play in support of.


No, sorry. You can, however, play more than one number and dedicate each to a different charity.

This is the same as your unique six digit lottery number which is printed on your welcome letter. If you would like a reminder of your number, please contact us.

Yes, there are several ways you can do this. Please contact us for more information.

In the last financial year (April 2019-March 2020) the percentage of lottery income that went towards charitable causes was 52,91%, the rest went towards the costs of running the draw and prize fund.

Questions about winning! ( fingers crossed... )

Our Results tab has the latest information and posters are displayed at charity locations. But you don’t need to remember to check your number(s) as we will send out prize cheques to winning members soon after each weekly draw takes place. You may even receive an email or phone call from us informing you of your win!  Please contact us if your contact details change. 


Winners are picked at random by a RNG (Random Number Generator) in our lottery software, which is hosted by Donorflex.  This RNG has been independently tested by a Gambling Commission approved test house.

There are 51 weekly prizes (1 x £1,000, 50 x £10) and 1 rollover prize.  The rollover goes up by £500 should it not be won, up to a maximum of £25,000.  The roll over is set at a 5% chance of winning each week.  If it is not won by the time it reaches it’s maximum, then this 5% chance will manually be changed to 100%.  The system will decide if the rollover is won.

In 2019/2020, there were an average 12,409 plays a week.  Across the year, 576 prizes were won, totalling £46,500.

No. We do like to feature the stories of some of our members on our website, social media and sometimes in the media to encourage other people to help us raise money for local causes, but there is no pressure to do this at all. If you would like to feature please do contact us.


In addition to the weekly prize draw with guaranteed prizes, we run a rollover draw with a jackpot of £250 which is not guaranteed to be won every week. The rollover prize has a 5% chance of being won, and if not won, rolls over by £250 each week , up to a maximum of £10,000, at which point it must be won. Should this prize reach the £10,000 mark,  then within our software system, make a smile lottery has the ability to set the probability of winning this prize to 100%.

Membership questions

Click the play tab to join online by direct debit, debit card or contact us to pay over the telephone.

People aged 16 or over and a resident of Great Britain can become a member, including staff, volunteers and supporters of our charity partners. Make a smile Lottery reserves the right to ask for proof of age of any player and claimant of a prize. Please read the full terms and conditions.

No, sorry. Your six digit lottery membership number is unique to you and automatically generated by our lottery system, which means if you win a prize, you do not need to share it with other members.

What happens after I join?

Your payment will be processed as soon as possible and then you will be entered into the next available draw; this can take up to two weeks and if you are paying by direct debit it may take a little longer before we take your first payment.

We will write to you to notify you when your first payment will be taken. Payment will continue to be paid from your bank account on your behalf until you notify us differently.

We will post your Welcome Pack and unique six digit lottery membership number to you within ten working days.

We will write to you when this is due for renewal.

You may only hear specifically from the make a smile lottery office once or twice a year to keep costs down – unless we are sending you a winner’s letter!

Please do contact us to be added to our email list, it’s so much more cost effective for us to contact you in this way

My personal data

Not sure you want to play a lottery?

make a smile lottery is just one way to raise money to support your chosen charity; please visit the charities tab for external links to each charity’s own website for information on other ways to help.


How do I self-exclude from make a smile lottery?

Please visit www.gamcare.org.uk for responsible gambling support and read our commitment to responsible gambling. To self exclude please visit our self exclusion page to find out more

Anything we've missed? Don't hesitate to call or email us.

And keep on smiling!

You must be 16 or over to play make a smile lottery. Please play responsibly. Responsible gambling support: www.begambleaware.org. make a smile lottery is wholly owned by St Helena Hospice, a charity working with other charities to raise much needed funds. Promoter: St Helena Hospice trading as make a smile lottery. St Helena Hospice Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 4685 www.gamblingcommission.gov.uk. St Helena Hospice is a company limited by guarantee. Registered in England and Wales Number 01511841. Registered Charity Number 280919. Registered Office: Myland Hall, Barncroft Close, Highwoods, Colchester, CO4 9JU. make a smile lottery office: 6 The Atrium, Phoenix Square, Wyncolls Road, Colchester, CO4 9AS. make a smile lottery Privacy Policy and Terms & Conditions can be viewed on our website.