National Lottery retailers set new 93.5% record in age-verification checks
National Lottery retailers have achieved their strongest-ever performance on age-verification checks since mystery shopper visits began more than 20 years ago, according to new figures from Allwyn.
The latest results from the Operation Guardian programme show that retailers correctly asked for ID in 93.5% of first visits, setting a record for player protection. Retailers also demonstrated record levels of understanding around minimising excessive play.
The expanded Operation Guardian programme, introduced by Allwyn in 2024, was designed to help retailers sell National Lottery products more safely. It builds on previous National Lottery initiatives by combining mystery shopping with enhanced training and support.
In 2025, the programme expanded further, with 16,298 store visits across three categories:
- 4,298 Underage Play Mystery Shop visits
- 4,000 Excessive Play Mystery Shop visits
- 8,000 Responsible Play Knowledge Check visits
The 4,298 underage play visits tested whether retailers challenged anyone who appeared under 18. The 93.5% compliance rate on first visits represents a 1.2% improvement on 2024 figures.
Alongside proof-of-age checks, Allwyn carried out 4,000 visits focused on excessive play, ensuring retailers were adhering to the limit of no more than 10 Scratchcards per transaction. Introduced in October 2024, this policy represents a major step forward in promoting responsible play. Mystery shop results in 2025 show that an impressive 80.7% of retailers were correctly enforcing the rule, a strong compliance level for a completely new measure.
The programme also included 8,000 knowledge checks, assessing staff understanding of underage prevention and responsible play. Retailers were asked six core questions, and 88.7% answered at least five correctly, an improvement of nearly 4% on 2024.
Any retailer falling short in any area received additional training, complementing the regular support provided through Allwyn’s groundbreaking Retail Training Centre website and its 24/7 access to store training, as well as being supported by retail field visits. Since the Retail Training Centre’s inception in 2024, over 100,000 training assets have been engaged with by independent stores to sell National Lottery products responsibly.
James Dunbar, Allwyn’s Retail Strategy & Operations Director said: “We’re incredibly proud of our 43,500 National Lottery retailers for setting a new standard in responsible retailing. Their commitment has delivered the strongest results we’ve ever seen, and that’s a huge achievement.
“In 2025, we’ve taken major steps forward with the expansion of Operation Guardian and strengthened measures like awareness of the 10-Scratchcard limit. These efforts have driven record compliance rates and improved knowledge scores across the board. This progress shows how seriously our retail partners take player protection, and I want to thank them for their outstanding dedication and professionalism.”
