How and when do I get my prize if I win?

Your prize will be credited and appear in your "Winnings Balance" following validation in accordance with our validation procedures. As soon as your prize appears in your "Winnings Balance", you can request to withdraw it or transfer it to your "Credit Balance". However, you must do so within the withdrawal period ending at 23.59 hours (Gulf Standard Time) on the 90th day after the relevant Draw.


How do I enter the Mahzooz draw?

Here's how to enter the Mahzooz draw:

If you wish to get tickets for differing draws, click "Continue Shopping" or if you wish to pay with your Credit, click "Checkout" and follow the instructions provided.

Please refer to the "How to Play" under the "Play" section on this website for additional information.


What products can I purchase?

At this point of time, you will be able to purchase a bottle of water, which will be donated to the needy, however in future, we intend to add other items that our customers will be able to purchase and donate.


What is the time-out feature?

The time-out feature can be chosen if you wish to exclude yourself from Mahzooz for a short period of time (from 24 hours up to 6 weeks). During this period, you can withdraw any available winnings from your “Winnings Balance” but you cannot participate in any further draw(s) or buy Credit. At the end of the selected time-out period your account will automatically be reopened.

If you wish to withdraw any winnings during your time-out period, please contact our Customer Support team on 800 5825 (or +971 4 571 3410 from anywhere else in the world) between the hours of 8:00am to 10:00pm (UAE Standard Time) or send an email to customer.support@mahzooz.ae from your registered email address.


What happens if I close my account?

If you close your account, you will lose any Credit available in your Credit Balance. Prizes credited to Your Winnings Balance will be donated to charity under the supervision of the Department of Economic Development.


I cannot 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 by going to “Log In” on the homepage, clicking “Forgot Password” and following the relevant instructions.


What happens to the winnings if they are not claimed within the permitted withdrawal time of 90 days from winning draw?

If you do not claim your prize within the 90 day withdrawal period it will be forfeited and donated to charity under the supervision of the Department of Economic Development.


Can I transfer my Credit to my friend who also wants to enter the draw?

No, Credit cannot be transferred to another player account.


What are "Favourites"?

You can save your favourite numbers for future use. To create your favourites:

Alternatively, you can save the chosen numbers as favourites by clicking the heart icon below each ticket (only if you are logged in to your account before purchasing the ticket).

You can save up to 10 sets of favourites on your account.


What is the self-exclusion feature?

This feature excludes you from our services for longer periods of time (from 1 month up to 5 years). Once confirmed, this period of self-exclusion cannot be modified, revoked or withdrawn prior to the expiry of the selected self-exclusion period. During self-exclusion, you can withdraw any available winnings from your “Winnings Balance” but you cannot participate in any further draw(s) or buy Credit. At the end of the self-exclusion period your account will automatically be reopened.

If you wish to withdraw any winnings during your self-exclusion period, please contact our Customer Support team on 800 5825 (or +971 4 571 3410 from anywhere else in the world) between the hours of 8:00am to 10:00pm (UAE Standard Time) or send an email to customer.support@mahzooz.ae from your registered email address.


I wish to take a break from playing Mahzooz

We have two options for players who decide that they want to play less or not at all. You can prevent yourself from purchasing Credit or entering the draw for a set time period using our time-out feature, or you can self-exclude yourself until you give us notice that you'd like to start playing with us again. To set up a time-out or self-exclusion, please:

Enter your password to confirm your selection. Alternatively you can contact our Customer Support team on 800 5825 (or +971 4 571 3410 from anywhere else in the world) or send an email to customer.support@mahzooz.ae from your registered email address for assistance.


I don't live in the UAE; can I still participate in the draw?

You may participate, provided you meet our eligibility criteria (please refer to our Terms and Conditions and Rules for Mahzooz).


How do I select my numbers?

Here's how to select your numbers:


Can I register more than one account?

No, each participant can only have one registered account.


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

If you have won the jackpot (Match Six), our Winner Services Manager will contact you to explain the next steps. Due to anti-money laundering rules and regulations, Match Six prizes will only be paid into a UAE bank account therefore, we will need you to come to the UAE to collect this.

Winners of the second prize (Match Five) will also be contacted by our Winner Services Manager to explain the next steps. Due to anti-money laundering rules and regulations, Match Five prizes will only be paid into a bank account.

If you've won the third or fourth prize (Match Four or Match Three), you can withdraw (or transfer to your "Credit Balance") your winnings at your convenience once your "Winning Balance" is credited with the relevant funds.

All cash prizes will be paid in United Arab Emirates Dirhams (AED). All withdrawal request will be conducted in AED. You will be liable for all applicable exchange rates and conversion and receiving bank charges.


How can I close my account?

To close your account, please:

Enter your password to confirm your selection. Alternatively, you can send an email to customer.support@mahzooz.ae from your registered email address for support.


How do I open a new account?

Go to the homepage, click “Create Account” and follow the instructions.

For more information, please contact the Customer Support team on 800 5825 (or +971 4 571 3410 from anywhere else in the world) between the hours of 8:00am to 10:00pm (UAE Standard Time) or send an email to customer.support@mahzooz.ae.


What is Mahzooz rule regarding Group Participation or Syndication?

We do not recognise syndicates - as a company, Mahzooz recognises registered individual account holders only. Mahzooz will NOT be:


What are the purchase limits?

You can top-up up to AED 10,500 of Credit OR purchase up to AED 10,500 worth of Products per transaction.


Will you be donating to charity?

Yes, Every Product purchased will be donated and channelled through our partners to the needy. Additionally, Mahzooz contributes substantially to philanthropic and CSR initiatives across the UAE and beyond.


My internet connection crashed whilst I was topping up Credit/purchasing Product/ – how do I know if the topping up Credit/purchase was successful?

If the topping up of Credit/purchase was successful, you will receive a confirmation from Mahzooz by email, SMS or in-application message. If you don’t receive this, the transaction has not been completed. You can also see if the purchase has been completed by logging in to your account, going to "My Account" and checking your "Balance Summary".

For additional clarification, please contact our Customer Support team on 800 5825 (or +971 4 571 3410 from anywhere else in the world) between the hours of 8:00am to 10:00pm (UAE Standard Time), or send an email to customer.support@mahzooz.ae for support.


What happens to my account if it stays dormant for a period longer than 12 (twelve) months?

If your account stays dormant for a period longer than 12 (twelve) months, any balance in your Credit Balance will be forfeit with any balance in Your Winnings Balance being donated to charity under the supervision of the Department of Economic Development.


What is the latest time to enter the current draw?

Entries to the current week's draw close every Saturday at 8:30pm (UAE Standard Time).


Are there any withdrawal fees?

Withdrawal requests for an amount less than AED 300 are subject to a withdrawal fee of AED 10 (for withdrawals sent to a bank or authorised exchange houses in the UAE) or AED 20 (for withdrawals to banks or authorised exchange houses outside of the UAE). Fees and charges will be applied at the time the withdrawal is requested.

Withdrawals for AED 300 and over are free of charge.

An administration charge (or currency equivalent) may be levied on withdrawals at banks or authorised exchange houses outside of the UAE and we will not be liable for any additional administration charges (including but not limited to foreign exchange charges) incurred as a direct result of such overseas withdrawal.


How can I edit my personal details?

If you would like to change your personal details, please click “My Account” and “Account Details” after you have logged in to your account. Update your details and click “Save Changes”.

Kindly note that some details such as your Name, Gender, Date of Birth and Nationality cannot be edited by you once you have completed your account registration. If you wish to make changes to such details, please contact our Customer Support team on 800 5825 (or +971 4 571 3410 from anywhere else in the world) between the hours of 8:00am to 10:00pm (UAE Standard Time) or send an email to customer.support@mahzooz.ae.


What is the cost of one product?

Each product costs AED 35 Including VAT. You are eligible to submit one draw Entry for every Product purchased and donated to charity.


How can I contact Mahzooz Customer Support?

The Mahzooz Customer Support team can be contacted:

OR

[Note: During the Holy Month of Ramadan, the Customer Support team will be available from 10:00am to 12:00am (UAE Standard Time), 7 days a week.]


Why do I need to verify my account in order to withdraw my prize?

Participants are required to verify their accounts for identification and security purposes in accordance with our KYC and due diligence process.


What happens if my account cannot be verified?

Account verification is required for withdrawals from your "Winnings Balance". Unfortunately, if you are unable to provide proof of identity, we will be obliged to suspend/ blacklist your account, after which you will be unable to purchase Credit, play or withdraw funds.

If at a later point in time, you are able to verify your account with relevant documents or information, please contact our Customer Support team, who can guide you on how to re-activate your account, and complete the verification processes.

Our Customer Support team can be reached on 800 5825 (or +971 4 571 3410 from anywhere else in the world) between the hours of 8:00am to 10:00pm (UAE Standard Time), or by email at customer.support@mahzooz.ae.

We reserve the right to impose additional due diligence requirements where necessary.


When will the Mahzooz app be available for download in the Apple app store and Google Play store?

Our development team is working hard towards getting the app ready for you as soon as possible.


What can my Credit be used for?

The Credits in your Credit Balance can be used only for purchasing Products.


How can I top-up Credit?

At present, you can only top-up Credit on the website. You must have an account and a valid debit or credit card (we currently accept all major credit and debit cards). The website will guide you through the ordering process, where you will be able to indicate the amount of Credit you wish to purchase (noting that the price for Credit includes VAT).


 I have some unused collectables which I bought prior to 18th July 2020

As communicated via multiple channels, players will not be able to use the collectables going forward.


Where can I view my entries for this week's draw?

You can check your entries by logging into your account and visiting "My Games" on the "My Account" page.


Can I receive my purchased product directly?

All items purchased by our customers will be donated to approved list of charitable organizations. Ewings will facilitate these customer donations.


How can I reset my password?

If you have forgotten your password, go to “Log In” on the homepage and click “Forgot Password” and follow the instructions.


Can I use the account I created for Emirates Loto to access Mahzooz?

All players will need to register again and get new user log-in credentials (ID and password). Old log-in credentials created at www.emiratesloto.com will not work.


Which currencies do you accept?

All transactions will be charged in the UAE Dirham (AED). You can use any credit or debit card in your local currency; however, please note that you will be charged in AED at an exchange rate provided by your card issuer.


How do I withdraw my winnings from my Mahzooz account?

You can request to withdraw and/or transfer (to your "Credit Balance") prizes credited to your "Winnings Balance". You can:

(a) Transfer all of your winnings to your "Credit Balance" (please note that all transfers to the Credit Balance are final with no cancellation options. You may not request a reversal of the transfer or a refund merely because You have changed Your mind);

(b) Transfer part to your "Credit Balance" and withdraw the remaining amount in cash; or 

(c) Withdraw the entire amount in cash.

Each request to transfer and/or withdraw prizes must use the total available funds in your "Winnings Balance" at the time the request is made. Any amount not withdrawn will automatically be transferred to your "Credit Balance".

All withdrawals will be via bank wire transfer or collection at an authorised Exchange House.

Withdrawal requests will be subject to any relevant verification checks and withdrawal rules in place at the time of processing.


Can my Credit be converted to cash if I decide not to continue playing with Mahzooz?

Credit, once purchased or transferred from "Winnings Balance", are final with no cancellation options. You may not request a reversal of the transfer or a refund merely because you have changed your mind.


How can I view historical transactions on my account?

To view your historical transactions, log in to your account, go to "My Account" and click "Balance Summary".


 What is the difference for me as a customer compared to the system before 12th Dec 2020?

The process of Credit top-up has not changed. But to be eligible to enter the draw you need to purchase and donate a product.