Frequently Asked Questions

1. How can I contact Mahzooz Customer Support?

2. How can I create an account and enter the Mahzooz draw?

3. Is the Mahzooz app available on App Store or Google Play Store?

4. How much can I win as prize money when I participate in Mahzooz?

5. How much does one product cost?

6. What can I use the purchased Credits for?

7. Can I receive the product I purchased?

8. Which currencies does Mahzooz accept?

9. What are the purchase limits?

10. When is the draw? What is the deadline to enter the current week’s Mahzooz draw?

11. Can I participate in the Mahzooz draw from outside the UAE?

12. How and when do I get my prize if I am a winner in the Mahzooz draw?

13. How can I withdraw my Mahzooz winnings?

14. Is there a withdrawal fee?

15. Can I convert my Credit to cash?

16. Can Credit be transferred to another Mahzooz account?

17. How do I collect my Mahzooz winnings if I live outside of the UAE?

18. Can I participate as part of a syndicate?

19. Do I need to verify my account to withdraw my winnings?

21. What happens to my winnings if I do not claim these within 90 days from the winning draw date?

22. What do I do if my Mahzooz account cannot be verified?

23. How can I edit my personal details in my account?

24. How can I reset my password?

25. Can I register more than one account with Mahzooz?

26. What should I do if I am unable to log in to my Mahzooz account?

27. How can I take a break from participating in Mahzooz?

28. What is the time-out feature in Mahzooz?

29. What is the self-exclusion feature in Mahzooz?

30. How do I close my Mahzooz account?

31. What happens when I close my Mahzooz account?

32. What happens if I do not use my Mahzooz account for more than 12 months?

33. How do I know if my purchase of Credit or product was successful?

34. How do I top-up Credit?

35. How do I view historical transactions?

36. How do I view my entries for this week’s Mahzooz draw?

37. Do you store my credit or debit card details?

38. What is the jackpot prize?

39. What if there are no jackpot winners in a specific week?

40. How do I enter the Mahzooz draw through the website?

41. What are “Favourites”?

42. Does Mahzooz donate to charity?

43. What Mahzooz services are available at kiosks?

44. How many entries can I make in one transaction through a kiosk providing Mahzooz services?

45. If I top-up at a kiosk, how long will it take for my purchase of Credit to be reflected in my Mahzooz account?

46. What if my credit card gets stuck in a kiosk?

47. If the kiosk does not give out a receipt at the end of the transaction, how will I know if my transaction is successful?

48. If the kiosk transaction is not completed due to a technical error, what should I do?

49. Is there tech support for kiosks apart from the Mahzooz Customer Support team?

50. Is log in credentials for the kiosk different from log in credentials for a standard Mahzooz account?

51. If I am not able to access my Mahzooz account on the web, can I still top-up Credit or make a purchase at a nearby kiosk?

52. Which languages are available at kiosks that provide Mahzooz services?

53. How will I be notified when I top-up Credit or make a purchase at a kiosk?

54. How can I participate in Mahzooz through a kiosk?

55. The kiosk machine is not working at a specific location, can you help?

56. I made a payment at the kiosk machine, but I did not get the ticket, can you help?

57. Can I receive a refund of my Credit Balance through a kiosk?

58. How can I participate in Mahzooz through the app?

59. How can I top-up Credit through the app?

60. Can I edit or update my profile details through the app?