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 24 hours a day, 7 days a week.


What is the Customer Service email?

You can contact our Customer Service Centre by sending an email


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 all Choithrams stores and over 10,000 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:

90 calendar days after the date of entry of the unique 16-digit code (for Collectables purchased at authorised retailers),

For Collectables purchased from the website or app, 90 calendar days after the date of purchase, and

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.

The courier charges for the delivery are:

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.


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.


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 an Abu Dhabi or Dubai Government representative. In addition, to provide further transparency, the draw will take place in front of a live audience.


How do I play/enter the draw?

The draw is only available for those who purchase collectables from authorised retailers from over 10,000 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 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.


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 won a prize (6/6 or 5/6), however, the amount I have won is less than the amount advertised

The Match Six and Match Five Prizes will be divided equally between all Match Six and Match Five 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.