FAQ

FAQ (FREQUENTLY ASKED QUESTIONS)

How Long Will My Withdrawal Take?
The clearance time of a withdrawal made from you’re GRAND HOPE RAFFLE account will vary depending on the payment method you use. For example, a withdrawal made to a credit or debit card takes 2-5 working days due to normal banking procedures.

Why Can’t I Withdraw?

If you are unable to make a withdrawal it could be due to one of the following reasons:
If your account is not yet verified you will be unable to make a withdrawal. The verification of your account is a two-step process and there are a number of quick and easy options available to you to complete this.
If your payment details have become out of date or your payment method has expired this will also affect your ability to withdraw. You can review and update any payment details from the Withdraw section of the website.
When logged in, the Withdraw section can be accessed via My Account menu in the top right corner > Withdrawals.
Should you be receiving any specific error codes or on-screen messages whilst attempting a withdrawal, please Contact Us quoting the error code or message so that we can resolve the issue for you.

How Long Will My Deposit Take?
Depending on the payment method used to fund your GRAND HOPE RAFFLE account, deposits can be made instantly using debit or credit card. We also accept deposits via bank transfers of which clearance times vary.

How Do I Deposit?
To make a deposit into your GRAND HOPE RAFFLE account you need to be logged in, then select Deposit Now on the top right corner. If you have any difficulty with depositing into you’re GRAND HOPE RAFFLE  account please Contact Us and we will look to resolve this for you.

What Payment Methods Do You Accept?
You can fund your GRAND HOPE RAFFLE account using a wide range of payment methods including debit and credit cards and bank transfers.
Bank Transfer: Trusty (instant bank transfer from your account).
Credit Cards:  MasterCard and Visa.

Why Can’t I Deposit?
If a deposit is declined by your payment provider, we are not provided with the reason why this had occurred. However, it could be due to one of the following reasons;
If your payment details are incorrect any deposit will be declined by your bank or payment provider. When logged into your account you can review and amend your payment details on the Deposit section of the website.
If you are required to enter a Card Security Number, also known as your CV2 number, this will need to be correct in order for the deposit to be successful. Your Card Security Number is the last three digits on the signature strip on the back of your card.
For reasons beyond our control, some card issuers may block your transactions, particularly if this is the first time you have used THE GRAND HOPE RAFFLE. We would advise you to contact your bank or payment provider and they should be able to resolve it for you.
If you have any further difficulty with depositing, please Contact Us and we can assist you further.

Do You Apply Withdrawal Fees?
A small fee will be deducted from your balance at the time the withdrawal request is made. Please control your receipt before making payment/ deposit.

What Is An IBAN, Swift Code And BIC?
The International Bank Account Number (IBAN) is an international standard for numbering bank accounts. The IBAN consists of a two-letter country code and up to thirty alphanumeric characters. If you reside in the EU, you can find the IBAN number on your bank statement.
A swift code is a code that is unique to your branch of the bank (also known as a Bank Identifier Code or BIC). This code can usually be located on your cheque book and consists of either 8 or 11 characters. If you are in any doubt, please contact your branch to confirm the correct code.

Are My Transactions/Personal Details Secure?
Our site has been developed with your personal privacy and security as our prime concern. All payments are processed using software from Apco, one of the leading providers of online credit and debit card transaction processing solutions, employing only the highest standards of data encryption to ensure your details cannot be accessed or misused.

How Many Days Do I Need To Wait For The Drawing?
Drawings take place automatically once the Raffle expires.

Are the tickets played by Numbers?
No, the tickets are not played by Numbers. THE GRAND HOPE RAFFLE’s Tickets are played by Names.

How many times are you able to play?
You can play as many times as you like by purchasing multiple tickets. Unlimited. Your personal data as in Name, phone number and email address will be listed the amount of times you play. The more tickets you buy the more chances you have to win.
There are many people with the same Name and Last Name. How can you pick the correct Winner?
The Winning ticket will be hand-picked in a transparent Cabin which is Broadcasted Live on our Homepage and Social Media. Each separate ticket provides player’s personal info as in Full and Last Name, Phone Number and Email Address. This is to secure the process of contacting the right winner and avoid any mistakes.

How Do I Get A Notification Of The Winning Ticket?
The Drawings will be Broadcasted Live on our homepage and social media. An email will also be sent out to the winner after each drawing. You can also check the Winning Ticket Name on the Results page.

What Happens If I Am The Winner?
You will be notified by email if you are the winner of a drawing. You need to reply to the email within 5 working days and accept delivery of the prize.

Delivery Of The Prize?
You must provide us with the address that you like us to send your prize to and the GRAND HOPE RAFFLE Team will assure delivery of your cash prize right at your doorstep. Our Agency is a very responsible and transparent Company. This way you shall meet our working Team in case you’re the Winner, this is to convince you as a Player that THE GRAND HOPE RAFFLE is definitely NOT A SCAM. (Please see our History Archive to see our past Drawings and Winners. This is a Real Live Show.)

Do I Pay Tax On Winning Cash Prize?
You need to consult with your tax advisor if you are the winner of a cash price in order to pay the necessary tax in your country.

How Can I Change My Password?
You can change your password by logging into your account and going to My Account > Edit > Privacy Details.

I Have Forgotten My Username/Password – What Can I Do?
Go to Log-in in at the top right corner, select Forgot Password under the Username and Password fields, which will redirect you to a field where you have to enter your Username or e-mail address. Once you do so, further detailed instructions shall be sent to your e-mail account immediately.
If you have any difficulty please Contact Us and we will look to resolve this for you.

What Online Security Is In Place On THE GRAND HOPE RAFFLE Site?
The GRAND HOPE RAFFLE site uses Thawte SSL web server certificates to offer secure communications by encrypting all data to and from the site. SSL is used to protect the sensitive information that is sent and received including personal information and credit/debit card details. For reasons of speed of display, SSL pages are shown in pop-up windows. Secure pages can be verified by the presence of the padlock symbol that is displayed in your browser. For Internet Explorer users, you can also right-click the mouse and view the page properties, where you will observe that we use SSL (Secure Sockets Layer). Netscape users can right-click the mouse and select Page Info to view the SSL information. Opera users can right-click the mouse and select Duplicate Window to open the SSL page in a full window and observe the padlock symbol.

Who Can I Talk To About Responsible Gambling?
Our dedicated Responsible Gambling area contains further information regarding this topic and can be accessed via the Responsible Gambling link at the bottom of this page, alternatively it can be found here.
Should you wish to discuss this with a third party organization that offers independent, confidential and free advice, their contact details can be found below:

Gambling Therapy
Gambling Therapy is a non-profit organization, which offers support to those addicted to gambling and those who show problematic gambling behavior. Further information can be found by visiting their website: www.gamblingtherapy.org.

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