Frequently Asked Questions

The Mahzooz Customer Support team can be contacted by:

• Calling the UAE toll-free number 800 5825, or +971 4 588 0100 from anywhere else in the world (from 10:00 am to 09:00 pm (Gulf Standard Time), 7 days a week).

OR

• Sending an email to customer.support@mahzooz.ae.

You can create an account and enter the Mahzooz draw through:

•  www.mahzooz.ae: Go to the homepage, click "Create Account", and follow the instructions.

OR

• Mahzooz app [Available on App store.]

OR

•  Kiosks providing Mahzooz services. Click on the Mahzooz icon, choose "New User", enter your mobile number, and follow the instructions.

For more information, please contact the Customer Support Team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) between 10:00 am to 09:00 pm (UAE Standard Time) or send an email to customer.support@mahzooz.ae.

Mahzooz app is available only on the App Store. To install the app on an Apple device, you can go to the App Store, search for “Mahzooz” and click “Get” on the Mahzooz app icon.

Android users can use their phone browser [For e.g., Google Chrome, Microsoft Edge] to access Mahzooz through its website www.mahzooz.ae.

Each product purchased gives you one complimentary entry to the Mahzooz Grand Draw and Raffle Draw.

The prizes for the Grand Draw vary based on the numbers you correctly match with the winning numbers selected by the ball machine for each Grand Draw.

• If you match 5 out of 5 of the winning numbers, then you are a top prize winner and you share a pot of a minimum of AED 20,000,000 (20 million Dirhams) with other 5 out of 5 winners of that Grand Draw.
• If you match 4 out of 5 of the winning numbers, then you will share a prize of a minimum AED 200,000 (Two Hundred Thousand Dirhams) with the other 4 out of 5 winners of that Grand Draw.
• If you match 3 out of 5 of the winning numbers, then you will receive a prize of AED 250 (Two Hundred and Fifty Dirhams).

The prize for the Raffle Draw is AED 1,000,000 (One Million Dirhams) for one winning Raffle ID selected using a Random Number Generator.

• Your Raffle ID is displayed next to your five chosen numbers for the Grand Draw on your ticket.
• To see your tickets for any upcoming draw(s), please go to “My Games” in the “My Account” section of your Mahzooz account.
• To see your tickets from past draws, please go to “Ticket History” in the “My Account” section of your Mahzooz account.

Each product costs AED 35 (including VAT). You are eligible to submit 2 draw entries (which consists of one entry each into the next Grand Draw and Raffle Draw) for every product purchased.

At this point of time, you can only use Credit to purchase bottle(s) of water. However, we may add other products in the future. 

No. All items purchased by our customers will be channelled through Mahzooz community partners to hydrate those in need.

All transactions will be charged in 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.

You can purchase Credit up to AED 10,500, OR products worth AED 10,500 per transaction.

Entries to the current week’s draws close every Saturday at 8:30PM (Gulf Standard Time).

The Mahzooz Grand Draw and Raffle Draw will be held during the live show which is aired on our website and the Mahzooz YouTube and Facebook pages at approximately 9:00PM (Gulf Standard Time) on each Saturday.

Yes, you can participate, provided you meet our eligibility criteria (please refer to our Terms and Conditions and Rules for Mahzooz for further information).

Your prize (whether a prize from the Grand Draw or Raffle Draw) 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 which ends at 23.59 hours (Gulf Standard Time) on the 60th day after the relevant draw.

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

• Transfer all your winnings to your "Credit Balance". 

OR

• Transfer a part of your prize to your "Credit Balance" and withdraw the remaining amount in cash.

OR

• Withdraw the entire amount in cash.

Each request to transfer and/or withdraw your prize 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".

Please note that all transfers to the "Credit Balance" are final with no cancellation options. You cannot request a reversal of the transfer or a refund merely because you have changed your mind.

Withdrawals will be via bank wire transfer or collection at an authorised exchange house. Withdrawals over AED7,000 can be done only through bank wire transfer.

Match Five prizes must be claimed in person in the UAE. Payment will be made by bank transfer to a UAE bank account.

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

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 house 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 result of such overseas withdrawal.

No, Credit, once purchased or transferred from your "Winnings Balance", cannot be refunded, or converted into cash. You cannot request a reversal of a transfer or a refund merely because you have changed your mind.

No. Credit cannot be transferred to another player account.

If you have won the top prize for the Grand Draw (Match Five), our Winner Services Manager will contact you to explain the next steps. Due to anti-money laundering rules and regulations, Match Five prizes will only be paid into a UAE bank account, therefore if you reside outside the UAE, you will need to come to the UAE to collect your winning.

Winners of the second prize (Match Four) of the Grand Draw as well as the Raffle Draw will also be contacted by our Winner Services team to explain the next steps. Due to anti-money laundering rules and regulations, these prizes will only be paid into a bank account.

If you have won the third prize (Match Three) of the Grand Draw, you can withdraw (or transfer to your “Credit Balance”) your winnings at your convenience once your “Winnings Balance” is credited with the relevant funds and you have completed our KYC verification process (if required).

All cash prizes will be paid in United Arab Emirates Dirhams (AED). All withdrawal requests will be conducted in AED. You will be liable for all applicable exchange rates, conversion and receiving bank charges if you withdraw your prize outside of the UAE or in a currency other than AED.

No, we do not recognise syndicates and only recognise registered individual account holders. Mahzooz will NOT be:

• Liable for the payment of any prize to any syndicate member other than a prize emanating from a winning entry which is payable only to the registered holder of the account with such winning entry; and
• Bound by any agreement between the registered holder of the account and any syndicate member.

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

If you do not claim your prize (whether from the Grand Draw or Raffle Draw) within the 60-day withdrawal period it will be forfeited and given to the Department of Economic Development.

Account verification is required for withdrawals of AED 500 and above from your "Winnings Balance". Unfortunately, if you are unable to provide the required KYC documentation, we may suspend or blacklist your account, after which you will be unable to add Credit, purchase products, enter the draw 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 4 588 0100 from anywhere else in the world) between the hours of 10:00 am to 09:00 pm (Gulf Standard Time), or by email at customer.support@mahzooz.ae.

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

On the Mahzooz webpage, 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 these details, please contact our Customer Support team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) between the hours of 10:00 am to 09:00 pm (Gulf Standard Time) or send an email to customer.support@mahzooz.ae.

You have two ways to retrieve your forgotten Mahzooz password:

1. Through the webpage: Go to "Log In" on the Mahzooz homepage and click "Forgot Password" and follow the instructions; or
2. Through the Mahzooz App: Open the Mahzooz App, click "Forgot Password and follow the instructions.

No. Each participant can only have one registered account.

Please check your user ID and password and try again. If you are unsure of your user ID, please click the “Log in with Mobile Number” tab, enter your registered mobile number and password and try again.

Should the problem persist, please initiate the "Forgot Password" procedure on the "Log In" page, clicking "Forgot Password" and following the relevant instructions.

If you have forgotten your user ID, please contact our Customer Support team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) between the hours of 10:00 am to 09:00 pm (Gulf Standard Time) or send an email to customer.support@mahzooz.ae.

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, products or entering the draw for a set period of time by using our time-out feature, or you can self-exclude yourself until you give us notice that you'd like to start participating with us again. To set up a time-out or self-exclusion, please:

• Log in to your account
• Go to "My Account"
• Click "My Profile"
• Click "Manage Account"
• Choose your option
• Enter your password to confirm your selection.

Alternatively, you can contact our Customer Support team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) or send an email to customer.support@mahzooz.ae from your registered email address for assistance.

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 log in to your account and withdraw any available winnings from your "Winnings Balance", but you cannot participate in any further draw(s) or buy Credit or products. At the end of the selected time-out period your account will automatically be reopened.

This feature excludes you from our services for longer periods of time (from 6 months 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 log in to your account and can withdraw any available winnings from your "Winnings Balance", but you cannot participate in any further draw(s) or buy Credit or products. After the end of the self-exclusion period, if you wish to participate in Mahzooz you can contact our Customer Support team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) or send an email to customer.support@mahzooz.ae from your registered email address for your Mahzooz account reactivation.

To close your Mahzooz account:

• Log in to your account
• Go to "My Account"
• Click "My Profile"
• Click "Manage Account"
• Choose "Close Account"
• Enter your password to confirm your selection.

Alternatively, you can send an email to customer.support@mahzooz.ae from your registered email address for assistance.

When you close your account, any unused entries in the account will become void, and you will lose any Credit available in your "Credit Balance". Prizes credited to your "Winnings Balance" and not withdrawn will be given to the Department of Economic Development.

If your account stays dormant for a period longer than 12 months, any balance in your "Credit Balance" will be forfeited with any prizes in your "Winnings Balance" being given to the Department of Economic Development.

If the purchase of Credit or product was successful, you will receive a purchase confirmation from Mahzooz by email, SMS or in-application message. If you do not 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 4 588 0100 from anywhere else in the world) between the hours of 10:00 am to 09:00 pm (Gulf Standard Time), or send an email to customer.support@mahzooz.ae.

You can add Credit through:

• Our 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 (Note: that the price for Credit includes VAT).
• Mahzooz app - The app provides you with seamless access to your Mahzooz account via the web browser on your mobile device, through which you can easily add Credit.
• Kiosks providing Mahzooz services – To add Credit through a kiosk, please ensure that you have your registered mobile phone with you as OTP verification is required. Click on the link to find your nearest Mahzooz service provider Kiosk: Find your nearest Kiosk to Add Credit or Participate | Mahzooz
• Through stores providing Mahzooz services – Click on the link to find your nearest Mahzooz service provider store: Find a Store nearby to Add Credit to your account | Mahzooz

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

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

We do not store your entire credit or debit card information on our servers for security reasons. The last four digits of your card will be referred to for future transactions. Please refer to our Privacy Policy for details on how we process your personal information.

If there are no winners, then the top prize for the Grand Draw will remain at AED 20,000,000 (Twenty Million Dirhams).

• Login to your Mahzooz account.
• Click "Play" or "Buy Now" on the Mahzooz homepage.
• Choose the number of products you wish to purchase. One product gives you one entry to the draw.
• Click "Next", which will take you through to the number picker page.
• On each line highlighted in blue you have three options:
  • Manually pick your preferred 5 numbers (between 1 and 49 (inclusive)).
  • Have the system randomly select them for you by using the "Randomize" feature; or
  • Use a saved favourite set of numbers from the "Favourites" section.
• Click "Add To Cart", which will take you through to your Shopping Cart.
• If you wish to get tickets for differing draws, click "Back" or if you wish to pay with your Credit, click "Checkout" and follow the instructions provided.
• With each line entered, you will also receive a Raffle ID. Your Raffle ID will automatically be entered into the Raffle Draw taking place on the corresponding date of the Grand Draw. Your Raffle ID will be located on your ticket in the "My Tickets" section of Your Account.

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

Recurring purchase option allows you to participate in future Mahzooz draws in a specific frequency as defined by you for a set of 5 (Grand Draw) numbers of your choice.

You can define

• Frequency of participation as every week, every 2 weeks, or every 4 weeks.
• Day of purchase as Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, or Sunday.
• Duration for recurring purchase: 1 month, 3 months, 6 months, or 12 months.

Separate recurring purchases can be set for each set of lines on a ticket by checking the recurring purchase check box for the Grand Draw line. For example, if your ticket has 3 set of lines, you can set different recurring purchase plans for each of the 3 set of lines or for 2 of the set of lines or just for one set of the lines on the ticket by checking the recurring purchase check box for that line.

For each recurring purchase you wish to set, you should specify the frequency of participation [How often you wish to participate], day of purchase [ the day of the week, you want the purchase to happen] and the duration of the recurrence [ How long you want this automatic purchase to continue].

Log in to your Mahzooz account. Go to “My Account”. Click on “Recurring Purchase”. You will see all your active recurring purchases followed by your recurring purchase history.

Log in to your Mahzooz account. Go to “My Account”. Click on “Recurring Purchase”. You will see all your active recurring purchases listed. Click on the delete icon next to the recurring purchase you wish to cancel. Once the recurring purchase has been cancelled, you will receive an email and/or SMS confirming the cancellation.

A recurring purchase can be stopped up to a day prior to the next recurring purchase date set for that plan. For e.g., if your next recurring purchase date is on 25th July 2022, you should cancel the recurring purchase on or before 24th July 2022.

Yes, there should at least be one credit card associated with your Mahzooz account which can be auto charged at the scheduled purchase date.

If you have multiple cards saved on your Mahzooz account, you should choose the default card that you wish to use for your recurring purchases.

Yes, you will receive an email confirming the addition of the new recurring purchase if you have provided your email address on your Mahzooz account. You will also see these notifications as in-account messages.

Yes, any credits available in your Mahzooz credit balance will be utilised before charging your default credit / debit card in your recurring purchase plan. For instance, if you have a credit balance of AED 20 and you have a recurring purchase set to buy one line, the credit will be first utilised while your card will be charged only AED 15.

The purchase will be executed in the morning, on the day of your choice as per your chosen schedule. If a failure in payment happens, a second attempt will be made to execute the purchase later in the evening. If the second attempt also fails, the recurring purchase will be cancelled.

You will receive an e-mail as well as and an in-account message notifying you in case of payment failure for a Mahzooz recurring purchase that you had set up.

No. Only the card set as the default one will be used for executing the transaction. If you wish to use another card, please log into your Mahzooz account, go to credit cards tab, add your alternate card, and set it as your default card for future transactions.

Whilst participating in the Mahzooz draw through the web page, you can save your favourite numbers for the Grand Draw for future use. To create your favourites:

• Log in to your account.
• Go to “My Account”
• Click “Favourite Numbers”
• Enter your 5 favourite numbers.
• Save them as a favourite.

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

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

Yes, every product purchased will be donated and channelled to the needy. Additionally, Mahzooz contributes substantially to philanthropic and CSR initiatives across the UAE and beyond.

Each product purchased will provide you with 2 complimentary draw entries (which consists of one entry each into the next Grand Draw and Raffle Draw), however, each transaction on a kiosk is limited to a maximum of 5 purchases of product. If you wish to purchase additional products (and therefore receive further entries to the draw), you will need to complete a new transaction.

No, you cannot change your Mahzooz account password at a kiosk. To make any changes to your password, please log in to your Mahzooz account on www.mahzooz.ae.

It can take up to 5 minutes for the purchase of Credit to be reflected in your Mahzooz account. Please check again in 10 minutes. If the added Credit is still not reflecting in your “Credit Balance” in your account, please contact our Customer Support Team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) between the hours of 10:00 am to 09:00 pm (Gulf Standard Time) or send an email to customer.support@mahzooz.ae.

Kiosk users can add Credit from a minimum of AED 5 to a maximum of AED 10,500 per transaction.

If you face any problems with a kiosk, please contact our kiosk partners, whose contact details are displayed on that kiosk machine.

If you face any problems with a kiosk, please contact our kiosk partners, whose contact details are displayed on that kiosk machine.

Your transaction will be reflected in your Mahzooz account - please log in to check your transaction details.

• Log in to your Mahzooz account and check your "Credit Balance" and transaction history to see if the transaction was successful.
• Alternatively, contact the Mahzooz Customer Support team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) between the hours of 10:00 am to 09:00 pm (Gulf Standard Time) or send an email to customer.support@mahzooz.ae.

Yes. For all queries related to kiosk machines, please contact our kiosk partners, whose contact details are displayed on that kiosk machine.

If you face any problems with a kiosk, please contact our kiosk partners, whose contact details are displayed on that kiosk machine.

You can also view all your transactions on your "My Account" section on www.mahzooz.ae.

Customers can access their Mahzooz account at kiosks by receiving an OTP verified through their registered mobile number -a username and password is not required to access Mahzooz accounts on the kiosks.

Yes, as long as you have a valid Mahzooz account and access to your registered mobile number, you can add Credit and purchase products at a kiosk.

Yes, a new customer can register for a Mahzooz account at a kiosk by providing basic information. Customers can also add Credit, purchase products to enter the draw.

English, Arabic, Hindi, Malayalam, and Urdu.

You will receive an SMS and an email notification (if an email address was provided during registration). A tax invoice will be sent via email (if provided) and can also be viewed in the “Messages” section of the “My Account” tab of your Mahzooz account.

Each product purchased will provide you with one complimentary entry to the Draw (which consists of one entry into the Raffle Draw and one entry into the Grand Draw)

At a kiosk providing Mahzooz services, you can:

• Create an account
• Add Credit
• Purchase a product and then participate in the draw

 www.mahzooz.ae. Additionally, Customers in UAE also have the option of participating at kiosks that provide Mahzooz services. Please visit the following link to find a kiosk closest to you: Find Mahzooz Kiosks Nearby

At a kiosk with Mahzooz services, you will need to:

1. Click on the button with the Mahzooz icon
2. Select the language of your choice
3. Click either the "New Customer" or "Existing Customer" button
4. Enter your mobile number
5. Click "Confirm" after verifying the mobile number entered
6. If you are a "New Customer":
   1. Enter your details on the registration page and click "Submit"
   2. Enter the OTP sent to the mobile number entered in the registration page
   3. A successful registration confirmation message appears on the kiosk screen and a registration confirmation email will be sent to your registered email address [if provided by you on the registration page] - if no email was address provided, then you will receive an SMS confirming successful registration.
   4. You can now proceed to:
      1. Add Credit
      2. Choose the number of products you wish to purchase (with each product entitling you to 2 draw entries consisting of one entry each into the next Grand Draw and Raffle Draw)
      3. Choose 5 numbers for each entry to the Grand Draw
      4. Choose the date of the Grand Draw you wish to enter
      5. Click "Checkout"
   5. A ticket is generated for you to collect, and the following notifications are sent to you:
      1. An in-account message with your entry details; and
      2. An email [in your preferred language] with your invoice for the purchase.
7. If you are an "Existing Customer", you will need to:
   1. Enter the OTP sent to your registered mobile number
   2. You can now proceed to
      1. Add Credit [if you do not have enough Credit available]
      2. Choose the number of products you wish to purchase (each product entitling you to 2 draw entries consisting of one entry each into the next Grand Draw and Raffle Draw)
      3. Choose 5 numbers for each entry to the Grand Draw
      4. Choose the date of the Grand Draw you wish to enter.
      5. Click “Checkout”
   3. A ticket is generated for you to collect, and the following notifications are sent to you:
      1. An in-account message with your entry details; and
      2. An email [in your preferred language] with your purchase invoice.

Yes.

Kiosks can only be used to add Credit to an account that is registered to the mobile number of the person accessing the Mahzooz services through the kiosk.

Once Credit is purchased, it cannot be refunded.

Yes, all addition of Credit will be reflected in the Credit Balance on your Mahzooz account. Note that it can take up to 5 minutes for the purchase of Credit to be reflected in your Mahzooz account. Please check again in 10 minutes. If the added Credit is still not reflecting in your "Credit Balance" in your account, please contact our Customer Support Team on 800 5825 (or +971 4 588 0100 from anywhere else in the world) between the hours of 10:00 am to 09:00 pm (Gulf Standard Time) or send an email to customer.support@mahzooz.ae.

The app provides you with seamless access to your Mahzooz account via the web browser on your mobile device, through which you can easily purchase products and participate in the draw.

• Log in to your Mahzooz account through the app's log in page
• Click "Buy Now" on the home screen or on the bottom of the app screen
• Choose the number of products and click "Next"
• Choose the Grand Draw date
• Choose the 5 numbers for each of the lines you are eligible to play (highlighted in blue) in the Grand Draw
• Click "Add To Cart"
• Verify the numbers chosen and click "Checkout"
• Proceed to pay
• A ticket is generated for you which shows your chosen lines for the Grand Draw and the corresponding Raffle IDs for the Raffle Draw.

The app provides you with seamless access to your Mahzooz account via the web browser on your mobile device, through which you can easily add Credit.

• Log in to your Mahzooz account through the app's log in page
• Click "Add Credit" on the bottom of the app screen
• On the account balance summary page click "Add Credit"
• Choose the amount you wish to add [Max, AED 10,500.00]
• Click "Credit/Debit" and proceed to pay using your credit or debit card

Yes, you can edit/update your Mahzooz profile by following these steps:

1. Click on "Open Menu" at the bottom of the home page.
2. Click "Profile", then select "Profile Details".
3. Make the changes and click "Save Changes" [Some changes will ask you to be OTP verified, which you can do from the same page].