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COVID-19 Loto-Québec thanks its customers for their patience and understanding

We would like to thank our customers for all their patience and understanding since retail sales of lotteries were suspended. For customers who are used to purchasing their lottery tickets from a retailer, the current situation marks a big change. They needed to move towards online purchases, creating a high volume of new registrations on lotoquebec.com, as well as calls and e-mails to our customer service. Read more…

We’re well aware of this issue. Ever since the home isolation period in Québec began and we halted the physical sale of lottery tickets at our 8,500 retail outlets and kiosks, our call volume has increased significantly.

Given the circumstances, we invite you to consult the FAQ on our website to find the information you need. There, you’ll find answers to frequently asked questions regarding account registration, how to deposit money in your account, and what to do if you forget your username or password.

Please know that we’re working on expanding our teams so that we can answer your questions promptly. In the meantime, we want to thank you for your understanding—this is an extraordinary change in circumstances for us as well.

In order to safeguard the health of its customers and retailers, and conform to government guidelines aimed at preventing the spread of COVID-19, Loto-Québec has shut down its lottery terminals and suspended the sale of lottery tickets at retail outlets and kiosks. However, you can still buy and check lottery tickets online at lotoquebec.com.

Any lottery ticket you’ve already purchased remains valid. Ticket holders will be entered in the draws indicated on the ticket, and can check their tickets online.

The odds of winning a jackpot remain the same. These odds aren’t impacted by the number of tickets sold; they reflect the likelihood of getting a winning combination.

Yes. The outcome of any draw is based on chance. That means that your odds of winning are the same whether you buy your ticket online or at a retail outlet. They’re just different ways of buying a ticket.

The sale of regular scratch tickets has temporarily been suspended at our retail outlets and kiosks. However, some of these scratch games are also available online.

Make sure you hold on to your ticket until things get back to normal. That way, you’ll be able to claim your free-play ticket when the time comes.

Once things get back to normal, ticket sales will resume. It’s up to you to establish how you want to go about this with your group (e.g. give them back the money or play at a later date). For those interested in creating a lottery group online, you can learn how to do so here.

Any ticket you purchase online through your account is considered to belong to you, and any related winnings will be deposited in your account. It’s not possible to transfer a ticket that you bought online to another person, regardless of whether they have a lotoquebec.com account or not.

Please also note that, when you registered for your account, you agreed to take all the necessary steps to keep your username and password strictly confidential.

No. Having a credit card makes the identity confirmation process faster, but you can also confirm your identity by uploading a copy of other pieces of government-issued photo ID (e.g. your driver's licence or passport).

Once you’ve registered for an account, we have to confirm your identity. In most cases, this happens almost instantly. If you’re confirming your identity through a credit card, and your billing address for both accounts match, it should only take a few seconds.

However, if the new account holder’s identity cannot be confirmed with certainty (e.g. because the addresses don’t match or because the proof of ID they uploaded is illegible), then additional verification is required, and this may slow down the process.

Please also note that, ever since we temporarily halted the physical sale of lottery tickets in Québec, we’ve been receiving a higher than usual volume of account registration requests, which has also impacted the processing time for cases requiring further verification.

Yes. However, there may be a delay from the time you change the limit until the time the limit comes into effect.

  • If you reduce your deposit, spending and gaming-time limit, the new limit will come into effect immediately.
  • If you increase your spending or gaming-time limit, you’ll have to wait 48 hours for the new limit to come into effect.
  • If you increase your deposit limit, you’ll have to wait 7 days for the new limit to come into effect.

You can deposit money in your lotoquebec.com account anytime from our website, mobile site, your Lotteries app or Mise-o-jeu app:

  • By using a credit card or Visa Debit card (this doesn’t include prepaid or corporate cards)
  • Via electronic bill payment, which you can set up through your personal online banking portal*
  • By using Interac Online

*The payee name is Espacejeux. You’ll find your account number in the Account Details section of the website and mobile site.

Although most financial institutions treat this kind of deposit like a cash equivalent payment, some treat it like a cash advance and will charge a cash advance fee. This is out of our control. And because financial institutions can change their policies and terms of use at any time, we can’t provide you with a list of institutions and the way they treat it. You should contact your financial institution for more information.

No. Because you can only buy Argent Web tickets at retail outlets, you won’t be able to buy them so long as these points of sale are closed.

However, if you already bought an Argent Web ticket before our points of sale closed, it remains valid and you can still use it.

You can only access your username from the web site. In the logon window, click on Forgot Username, then simply enter the email address you used to register. You will receive an email containing your username.

In the logon window of the website only, click on Forgot Password, then simply enter your username and postal code. You will receive an email containing a temporary password that you can change after answering your secret question.

Have any other questions or concerns? You have three options:

  • Check our General FAQ, where you’ll find all kinds of information regarding your account, our promotions, the various games and products available sitewide, security, geolocation, and responsible gaming.
  • Call our Customer Centre (open 24/7) at 1-866-611-LOTO (5686), Option 1 (Online Gaming).
  • Email us at jeuxenligne@lotoquebec.com (please allow a bit longer than our usual response time for a reply).

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