We'll be back soon.
With an enhanced experience.

We are temporarily pausing the sale of our collectables and our weekly draws as we undergo a planned system upgrade.

We will be back soon with a fun and exciting player experience.

A go live date will be announced soon.

In the meantime, if you have any queries, please view our FAQs below, or contact us through our customer service email.

Stay safe, stay lucky!
The Emirates Loto Team

Notice: Refund requests will only be accepted up to 30th September 2020

Our refund service is for customers who have pending entries (by scratch card, free play and online buying) as on 11th July 8.31pm, and scratch card used after 11th July 8.30pm.

Start Refund Request

Frequently Asked Questions

Our frequently asked questions are available in multiple languages which can be accessed from below.

Arabic   Hindi   Malayalam  

General

Emirates Loto is temporarily pausing its operations due to upgrades to our platform and as part of our development plans to provide further fun, memorable and exciting experiences for our customers.


Emirates Loto's weekly draw will return with our weekly draws later this year.


At Emirates Loto, our customers are important to us and we are always exploring innovative ways of enhancing our customer journey to make it a seamless and enjoyable experience. So, expect a more customer centric and convenient experience on our return.


Both our website and app are part of the planned upgrades. They will temporarily be under maintenance and will return along with the draw later this year.


While we are working behind the scenes to provide our customers with the best possible experience, we will continue to support communities across the UAE through philanthropic and CSR initiatives in line with our mission and values.


Of course, we are still here! You can reach out to us through our social media channels, through email at customer.support@emiratesloto.com, or by calling us on our toll free number at 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)).


Emirates Loto will be relaunched with a new mobile app which will provide you with an enhanced and a seamless experience. You will need to uninstall the current app and then install the new one when Emirates Loto re-launches again later this year.


Prizes

Please call 800 5825 (between the hours of 8:00am to 10:00pm (UAE time) or send an email to customer.support@emiratesloto.com.


Rest assured, the payment of your winnings is under process and we will contact you as soon as your payment is released. Please allow between 10-12 working days from 26th July 2020 for us to process your prize. Our customer service team shall get in touch with you should we require any further information.


You will be refunded for your free play at AED 35 for each play. Please complete and submit the refund form located on the Emirates Loto website and elect for your free play refund to be sent either to your bank account or, alternatively, you can collect it from your nearest Al Fardan Exchange branch. Emirates Loto will send out notifications by email and / or SMS once the refund has been processed. Please allow 7-10 working days from date of submission of the refund form for the refund to be processed. If you have any questions, please contact our customer service team on 800 5825 (between the hours of 8:00am to 10:00pm (UAE time) or send an email to customer.support@emiratesloto.com.


Refunds - General

Emirates Loto will be upgrading its platform in order to enhance our customer journey, and as such, unfortunately are unable to carry forward entries when we relaunch later this year. We therefore encourage all participants to obtain a refund for their current entries. If you have any questions with respect to the refund process, please contact our call center on 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)) or send an email to customer.support@emiratesloto.com, our customer service team are here to support you with the refunds process.


Please contact our call center on 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)). One of our call center staff will support you through the verification and refund process.


Refunds - Online Purchase

Yes, we are currently in the process of refunding all who purchased collectables after 8.30pm on 11th July 2020. Your refund will be returned to the credit or debit card that you used to buy your collectables. Please allow between 10-12 working days from 26th July 2020 for us to process your refund - Emirates Loto will notify you by email and/ or SMS once your refund has been processed. If you do not receive your refund by 6th August 2020, please call our toll free number 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)) or send an email to customer.support@emiratesloto.com.


Yes, we are refunding all players who purchased their collectables online before 8.30pm on 11th July 2020 and either entered the draw or did not get a chance to use their entries. Please complete and submit the refund form located on the Emirates Loto website and elect for your refund to be sent either to your bank account or, alternatively, you can collect it from your nearest Al Fardan Exchange branch. Emirates Loto will send out notifications by email and / or SMS once the refund has been processed. Please allow 7-10 working days from date of submission of the refund form for the refund to be processed. If you have any questions, please contact our customer service team on 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)) or send an email to customer.support@emiratesloto.com.


Please allow between 10-15 working days from the date of order to receive your shipment. If your collectable does not arrive within this timeframe, please contact our customer service team on our toll free number 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)) or send an email to customer.support@emiratesloto.com.


Refunds - Retail Purchases

Yes of course, if you purchased your collectable, scratched off the panel to reveal the unique code and either entered the draw scheduled for the 18th July 2020 or had yet to utilize your entry either because you hadn't picked your numbers or even registered your entry on our system, we will be refunding you. If you are eligible for a refund, please complete and submit the refund form located on the Emirates Loto website and elect for your refund to be sent either to your bank account or, alternatively, you can collect it from your nearest Al Fardan Exchange branch. Emirates Loto will verify your claim for a refund and send out notifications by email and / or SMS once this has been processed. Please allow 7-10 working days from date of submission of the refund form for the refund to be processed. If you have any questions, please contact our customer service team on 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)) or send an email to customer.support@emiratesloto.com.



Unfortunately, the current collectables will not be valid when we relaunch later this year, therefore, we encourage customers to obtain a refund. If you have any questions with respect to the refund process, please contact our call center on 800 5825 (between the hours of 8:00am to 10:00pm (UAE time)) or send an email to customer.support@emiratesloto.com, our customer service team are here to support you with the refunds process.