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

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.


All duly submitted claims for prizes have been processed, therefore, you should have already received your winnings. If you have yet to receive your payment, please contact our customer support team on 800 5825 (between the hours of 8:00am to 10:00pm - UAE time) or send an email to customer.support@emiratesloto.com


All customers with free plays were asked to complete and submit a refund request form by 30th September 2020. Those who did should have received AED 35 for each of their free plays, however, if you failed to apply for a refund, unfortunately, your free play has expired as these will not be carried forward to our new draw. 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

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

All customers who purchased collectables after 8:30 pm on 11th July 2020 were refunded to their respective credit or debit card that was used to buy the collectables. If you do not see the reversal of the transaction on your bank statement , 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.


Customers were notified that the deadline for refunds was 30th September 2020 (we did extend this multiple times and, in fact, sent many reminders). If you submitted your refund request before this deadline, we are in the process of refunding you; however, regrettably, if you failed to submit your refund request by this time, we are unable to process it. 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 - Retail Purchases

Customers were notified that the deadline for refunds was 30th September 2020 (we did extend this multiple times and, in fact, sent many reminders). If you submitted your refund request before this deadline, we are in the process of refunding you; however, regrettably, if you failed to submit your refund request by this time, we are unable to process it. 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.


All unused collectables were eligible for a refund up to the deadline of 30th September 2020 (we did extend this multiple times and, in fact, sent many reminders) and unfortunately, we are unable to process refund requests submitted after this deadline. 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, players will not be able to use the collectables going forward, however, stay tuned for information on how you can participate in our new weekly draw which will be launched very soon!


Emirates Loto is upgrading its platform in order to enhance our customer journey. Unfortunately, this means that we are unable to carry forward entries to our new weekly draw, however, stay tuned for information on how you can participate in this!