Frequently Asked Questions | Emirates Loto

Frequently Asked Questions


What is the Customer Service Number?
For any enquiries call the Emirates Loto UAE toll-free number 800 5825 or +971 4 571 3410 from anywhere else in the world.
What are the servicing hours?

Our Customer Service Centre is available from 8:00am to 10:00pm, 7 days a week.

During the Holy Month of Ramadan, the Centre will be available from 10:00am to 12:00am (Midnight), 7 days a week.

What is the Customer Service email?
You can contact our Customer Service Centre by sending an email to customer.support@emiratesloto.com
Why do I have to buy a Collectable? Can’t I just pay to enter the draw?
As per the Islamic Fatwa and Sharia principles, there needs to be an exchange of value. Entering the weekly draw is optional. You can buy the Collectable for collection purposes only and decline the option to enter the free entry to the draw.
Where can I purchase the Collectables?

The Emirates Loto Collectables are available at select Choithrams stores and over 5,000 authorised retail outlets in the UAE or on our digital platforms emiratesloto.com and Emirates Loto mobile app.

Please use the “store locator” feature on the website or mobile app to locate your nearest authorised retailer.

Where can I purchase the Collectables outside the UAE?
You can purchase Collectables from emiratesloto.com or through the Emirates Loto mobile app.
Is there a difference in cost if I purchase online rather than in a retail outlet?
No – all Collectables cost the same regardless of the method of purchase.
Do I have to use my Collectables during the same week of purchase?

No, you do not need to use them during the same week.

Entries to the draw will expire:

  1. 90 calendar days after the date of entry of the unique 16-digit code (for Collectables purchased at authorised retailers),
  2. For Collectables purchased from the website or app, 90 calendar days after the date of purchase, and
  3. For Match Three Prizes, 90 calendar days after the date of credit into the Account of the participant.
Can I get my Collectable delivered if I live outside the UAE?

If you’ve purchased the Collectable on emiratesloto.com or through the mobile app, you can request your Collectable be shipped anywhere in the world. (Except for certain internationally blacklisted countries – see below) Shipping charges apply.
Shipping and import/ excise charges apply.

  • AED 15 in the UAE
  • AED 35 for GCC, LEVANT & North Africa and
  • AED 50 for the rest of the world.
How do I find a local retailer to buy the Collectables?
Please use the “store locator” feature on the website or mobile app to locate your nearest Authorised Retailer.
Are my account details secure?
Every effort has been made to ensure that your data is protected. Both our website and mobile app have state-of-the-art data security in place and we comply with international data protection standards.
Do you share any of my data with any third party?
Please refer to our Privacy Policy for further information on the data that we share with our 3rd party service providers.
How do I set up and register an account?
  • Download the Emirates Loto mobile app from either the App Store (Apple) or Play Store (Google/Android) or visit emiratesloto.com to create your account.
  • Please refer to Section 3 of our Terms and Conditions for further information on eligibility, registration and usage of your account.
Can I register more than one account?
No. Each participant can only have one registered account.
What is an OTP?
OTP means One Time Password. This is an added layer of security to verify your mobile number at the time of registration of your account. The OTP is sent as an SMS to your registered mobile number during the registration process. The SMS contains a passcode which has to be entered, within 60 seconds, to activate your account.
My OTP expired, what do I do?
If the OTP sent has expired, click the Send OTP link and a new code will be sent to your registered mobile number.
What methods of payment do you accept?

For online purchases, we accept Visa & MasterCard credit and debit cards. If you do not own a credit card or debit card, you may visit your nearest Emirates Loto authorised retailer in the UAE and make a cash purchase.

Please use the “Store locator” feature on the website or mobile app to locate your nearest authorised retailer.

Can I replace my Collectable?

In the unlikely event that a Collectable is faulty, or it is damaged or, for online purchases, it is the wrong item, please contact the Customer Service Centre as soon as reasonably possible, and in any event within 14 days of purchase and we can advise you on whether you are eligible for replacement.

If you are eligible for a replacement, we will replace the Collectable free of charge. Please note it is not our policy to offer a refund.

Please note that you will not be eligible to a replacement if:

  • we informed you of the fault(s), damage or other problems with the Collectable before you purchased it (and it is because of the same issue that you now wish to return it);
  • if the problem is the result of normal wear and tear, misuse or intentional or careless damage;
  • for collectables purchased at a retail outlets, you have Entered Games by Opting-In and used the entry assigned to the Collectable; or
  • if it is not in its original condition.
Where is my delivery?

If you have any enquiries regarding the delivery of your Collectable, kindly contact Aramex on 600 544000, quoting the reference number that was provided to you on their delivery message.

For overseas participants, please check this link for local Aramex contact details https://www.aramex.com/support/find-office

Can I change my delivery details?

Kindly contact Aramex on 600 544000, quoting the reference number that was provided to you on their delivery message.

For overseas participants, please check this link for local Aramex contact details https://www.aramex.com/support/find-office

I bought my Collectables and they have not been delivered.
Kindly contact Aramex on 600 544000, quoting the reference number that was provided to you on their delivery message.
What is the prize for the Jackpot winners?

The Match Six prize is fixed at a minimum jackpot of AED 35 million (Thirty-Five million dirhams) for each draw. If there are no Match Six winners, then the jackpot prize will increase by AED 5 million each week until there is either a winner or the Match Six jackpot reaches AED 50 million, where it will stay until it is won.

The Match Six jackpot prize will be divided equally between all Match Six winning participants.

Is the weekly draw independent?
All draws will be conducted in accordance with set draw procedures and in the presence of the Emirates Loto Draw Manager, an insurance company representative and Department of Economic Development Government representative. In addition, to provide further transparency, the draw will take place in front of a live audience.
Do I have to buy a Collectable to enter the draw?
Yes, the only way to participate in the draw is to purchase an Emirates Loto Collectable. Each Collectable provides you, should you choose to opt-in, with one complimentary entry to the draw.
How do I play/enter the draw?

The draw is only available for those who purchase collectables from authorised retailers from over 5,000 stores across the UAE or from the Platform (Emirates Loto’s website or mobile app) and take the affirmative step of opting in to enter the draw.

Log on to emiratesloto.com or download the Emirates Loto mobile app from either the App Store (Apple) or Play Store (Google/Android) and create your account.

If you purchased your collectable from a store, scratch off the panel on the back and go to the section headed “Register your card” and input the unique 16-digit code, or simply scan your 16-digit code through the app for an instant and easy registration.

Each unique code will, should you choose, give you one complimentary entry to the draw.

If you purchased the Collectable online, and if you opt in to play, you can directly enter the draw.

In both instances, once you have confirmed that you are opting-in to enter the draw you will be asked to select six numbers (from 1 to 49), either manually, or by Quick Pick (six random numbers selected by the system for the Participant) or using Favourites (facility to save a set of Participants’ favourite numbers), and submit your entry to the draw.

Please refer to the ’Rules for Emirates Loto’- Section 2 for additional information.

How do I select my numbers?

Log on to emiratesloto.com or the mobile app and click on ‘Play Loto Now’ or ‘Participate in the draw’, depending on the digital platform you are using.

You can now :

  1. Manually pick your preferred 6 numbers (between 1 and 49 (inclusive)) or
  2. have the system randomly select them for you by using the “Quick Pick” feature or
  3. use a saved favourite set of numbers from the ‘Favourites' section.
How do I know if I’ve won?

After each draw, the winning numbers will be available on all the digital platforms.

You’ll be able to check previous weeks’ winning numbers on emiratesloto.com or through the mobile app in the ‘Previous Draws’ section.

All Prize winners will also be notified by SMS or email, asking them to go online to see what they have won.

Where can I view my entries for this week’s draw?
You will be able to check what numbers you have entered for the current draw on emiratesloto.com or through the mobile app in the ‘Submissions & Claims’ section.
I don’t live in the UAE; can I still participate in the draw?

Yes, you may participate, provided you meet our eligibility criteria (please refer to our Terms and Conditions and Rules for Emirates Loto), and you are not prohibited or restricted from entering a draw under the laws of your jurisdiction of residence, or jurisdiction in which you are located at the time of opting to enter the draw.

You can enter the draw by purchasing the Collectable from our emiratesloto.com or through the Emirates Loto mobile app.

I am a resident of the UAE, but a national of a blacklisted country – can I still play/ enter the draw?

As long as you meet our eligibility requirements, you can purchase a collectable and enter the draw.

Please refer to our Terms and Conditions and Rules on eligibility to participate.

I bought my Collectable from a retailer and I cannot register my code.

Please check the code carefully against what you have entered or the scanner has read and try to enter it again.

If using the website, the participant has to enter the hyphen (-) as shown on the scratch code - on the mobile app the hyphens will appear automatically.

If you are still unable to register, please contact our Customer Service by sending an email to customer.support@emiratesloto.com, or call on 800 5825 in the UAE or +971 4 571 3410 from outside the UAE, and they will assist you further.

The scratch section on my Collectable is already scratched.

At the time of purchase, please ensure that there are no fault(s), damage or other problems with the Collectable and that packaging is intact.

For any other issues, please contact Customer Support as soon as reasonably possible and in any event within 14 days of purchase and We can advise You on whether You are eligible for replacement. If You are eligible for a replacement, We will replace the Collectable free of charge. Please note it is not Our policy to offer a refund.

How long can I keep my ‘Entries’?

Entries to the draw will expire

  1. 90 calendar days after the date of entry of the unique 16-digit code (for to Collectables purchased at authorised retailers),
  2. For Collectables purchased on the website or app, 90 calendar days after the date of purchase, and
  3. For Match Three Prizes, 90 calendar days after the date of credit into the Account of the participant.
Can I cancel my entry?
Once you have selected your 6 numbers and have received confirmation [via email or sms] that your entry(s) have been recorded, then you cannot cancel that entry.
Is there an age limit to play/ enter the draw?
You need to be 18+ years to opt in to enter the complimentary draw.
I haven’t received the purchase transaction confirmation.

The email/SMS/Push notification confirmation should be received immediately after your online purchase. Please double-check your junk email as it may have been sent there.

If you still haven’t received a confirmation, please contact the Customer Service Centre by sending an email to customer.support@emiratesloto.com, or call on 800 5825 in the UAE or +971 4 571 3410 from outside the UAE.

What are “Favourites”?

Favourite is a facility available on the website and app, whereby a participant may save his/her favourite numbers for future use to enter a draw and submit his entries.

To create Favourites, log in with your credentials, and click on ‘My Account’ section on the top right of the homepage. On the left side of the new page, click on ‘Favourite Numbers’. You can now enter your favourite six numbers and save them as a favourite.

You are able to create up to 10 favourites on your account.

When is the draw?

The live show is broadcast every Saturday at 9:00pm (UAE time), with the live draw taking place at approximately 9.15pm (UAE time). You can watch it live our online platforms.

During Holy Month of Ramadan the live draw show will be every Saturday from 10:00pm (UAE Time).

Note: the timings may vary from time to time due to special circumstances (i.e. National Day, etc.)

What is the latest time to opt in to enter the current draw?

The entries to the weekly draw close every Saturday at 8:30pm (UAE time). Shortly after the live draw, you will be able to play again and enter next week’s draw.

Note: the timings may vary from time to time due to special circumstances (i.e. Ramadan, National Day, etc)

What are the past draw’s winning numbers?

The winning numbers from any past draws are available on emiratesloto.com, on the mobile app and social media.

Note: The latest draw results will be available on the IVR

I missed last week’s draw – how can I watch it?
You can watch all the previous draws on our digital platforms.
How do I claim my prize?

All Prize winners will be notified by email, in-platform messages and, where relevant, push notifications. You have up until 23.59 hours (Gulf Standard Time) on the 274th day after the relevant draw to claim your prize.

You can claim the prize only if you are the registered holder of an account with a winning entry.

Log on to emiratesloto.com or the mobile app, click ‘My Account’ and choose ‘Submissions and Claims’ and complete a Claims Profile, with all identification documentation.

Please refer to Section 6 of the Rules for additional information.

I won a prize (6/6), however, the amount I have won is less than the amount advertised

The Match Six Prize will be divided equally between all Match Six winning participants. The advertised prize is the total prize amount, before the division.

In the event that the final verified number of winning entries is different than the initial publicised number of provisional winning entries, the prize money payable to such winners may vary.

I live outside the UAE: how do I collect my winnings?

If you’ve won the Jackpot Prize (Match Six), you’ll be invited to the UAE to collect your winnings in person.

You need to complete your Claims Profile online, along with the required identification documentation. Our Winner Services Manager will contact you to make the appropriate arrangements. Due to anti-money laundering rules and regulations, Match Six Prizes will only be paid into a UAE bank account (an Authorised Financial Institution can assist with account opening if required).

If you’ve won the second prize (Match Five), your winnings will be sent to you by bank transfer. You need to complete your Claims Profile online, along with the required identification documentation. Our Winner Services Manager will contact you to make the appropriate arrangements.

If you’ve matched 4 out of 6, you will be required to follow the claim procedure on the website or mobile app. Your winnings will then be transferred to your bank or a money exchange house near you so you can collect it in cash.

All cash Prizes will be paid in United Arab Emirates Dirhams. If You wish to receive your Match Four or Match Five Prize in a currency other than AED and receive and withdraw your Prize from outside of the UAE, applicable exchange rates, conversion and receiving bank charges will apply.

Once you have completed your Claims Profile and have claimed your prize, provided we have all the correct banking and personal identification information, we will endeavour to get your winnings to you as soon as practicable.

If you’ve matched 3 out of 6, you will receive one optional free entry into a draw, which shall be credited to your account once you have completed the claim procedure.

If I win, do I have to reveal my identity?
No, save for circumstances where we may be required to do so by law or pursuant to the terms of our jackpot insurance, we will not disclose your identity without your prior written consent.
Where can I view my entry/winning history?
You’ll be able to check what numbers you have previously entered on emiratesloto.com or through the mobile app in the ‘Submissions & Claims’ section.
Where do I find past winning numbers?
You’ll be able to check previous weeks’ winning numbers on emiratesloto.com or through the mobile app in the ‘Previous Draws’ or ‘Submissions & Claims’ section.
If I win, who pays the tax in my country?
Any taxes that apply in your home country will need to be borne by you. We recommend you consult a financial advisor.
How long do I have to claim my prize?
If you are a lucky winner, you have up until 23.59 hours (Gulf Standard Time) on the 274th day after the relevant draw to submit your claim.
What happens if I win a prize, but my UAE visa has expired?
That won’t be a problem, as long as you have valid national identification and are not ineligible to enter the draw.
I can’t log in to my account.

Please check your user ID and password and try again.

Should the problem persist, please initiate the ‘Forgot password’ procedure and follow the relevant instructions.

I’ve forgotten my user ID/password
Visit emiratesloto.com or the mobile app, initiate the ‘forgot password’ procedure and follow the relevant instructions.
My Account is locked because I entered in the wrong password, how long do I have to wait until I can use it again?
The system allows you 5 attempts to enter the correct password, following which your Account will be locked for 10 minutes. After this please try to login again or reset your password using the Forgot Password option.
I’ve changed my phone number – what do I do?
Log in to emiratesloto.com or the mobile app using the number you used to register originally and update your phone number in your profile. You may have to go through relevant verification procedures to complete the process.
My phone won’t connect to the App – can I use the web?
Yes, you can purchase Collectables and enter the draw from our website emiratesloto.com.
What phone models is the mobile app compatible with?

Any handset operating the following versions can be used to download and use the Emirates Loto App.

  • iOS (Version 11.4 and above)
  • Android (Version 6 and above)
I don’t have a smartphone, how can I purchase collectable and enter the draw?
You can still purchase the collectable through our website www.emiratesloto.com or buy collectables from an authorised retailer across more than 5,000 outlets in the UAE. Please use the “store locator” feature on the website or mobile app to locate your nearest authorised retailer.
My internet connection crashed while I was purchasing my entry – how do I know if the purchase was completed?

Unless you receive a purchase confirmation from Emirates Loto, by email, SMS or an in-application message, then the transaction has not been completed. You can double-check by going on to the web site or app and checking the My Entries section to see how many draws you have left.

For additional clarification, please call the Emirates Loto UAE toll-free number 800 5825 or +971 4 571 3410 from anywhere else in the world.

I purchased a collectable, but didn’t get my entry to the draw. What can I do?

If, after purchasing your collectable you did not receive your entry into the draw, then please log into your account on the web site (www.emirateloto.com) and go to the “Recent Orders” option on the “My Account” page.

On this page, for any orders that have not been properly credited, you will see an option under the “Entry Status” to Accept or Reject your entries. Upon Accepting these entries, they will be credited to your account and you will be able to enter the draw.

How do I nominate a good cause?

If you would like to nominate a charity, please email us on customer.support@emiratesloto.com and we will pass it to our CSR governing board who will review it alongside other nominations.

Sanctioned Country List

Residents of internationally blacklisted countries will not be able to play – this list is subject to change

  • Afghanistan
  • Al- Qaida and the Taliban
  • Cuba
  • Democratic People's Republic of Korea
  • Israel
  • Iran
  • Liberia
  • Libya
  • Myanmar
  • Qatar
  • Somalia
  • Sudan
  • Syria
  • Ukraine

All Prize Winners will be screened against Global Sanctions list and additional requirements if any. Payment of Prizes is subject to the Rules, Terms and Conditions and regulatory compliance requirements.