this is what the vip people said
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On our system the scratch card shows as unscratched. Please scratch the
card again and allow the page to fully load, displaying the
confirmation message. If you close the window before it finishes loading, the
results will not show on our system.

Rest assured that you will see the same prize when you scratch it
again.

Be advised that delivery can take up to a maximum of 6 weeks.
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i replied saying that i scratched 10+ times but they have not answered. i was actually scratching tons of times now and finally when i went back it said i already scratched it. so i think it will work now.