CONTACT US

!

COVID-19: Answers to your questions about online purchases

Starting May 4, lottery ticket sales will resume at all retailers across Québec that have an outdoor entrance. In order to protect the health and safety of everyone, Loto-Québec is asking its customers to continue to follow the public health authorities’ recommendations, including keeping a safe distance (approximately 2 metres or 6 feet) from others and washing their hands frequently. Read more…

We’re well aware of this issue. Ever since the home isolation period in Québec began, 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.

We’re complying with the gradual return to normal activity that the Government of Québec announced on April 28. As such, any retail outlet with an outdoor entrance will be able to sell lottery tickets again. As for retailers located in shopping centres, which include our lottery kiosks, a date has not yet been set for when sales will resume.

Our lottery kiosks are located in shopping centres, which are to remain closed until further notice. Presumably, our kiosks will reopen when shopping centres reopen.

The outcome of all draws 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 two different ways of buying a ticket.

Yes. As of May 4, you’ll be able to purchase draw-based lottery tickets and scratch tickets at any retail outlet that starts selling lottery products again, unless some exceptions apply.

Yes, all our draw-based lottery products and scratch tickets will be available for purchase.

You’ll have to ask a trusted friend or family member to help you buy your tickets.

Yes.

Yes. We encourage you to check your lottery tickets online or via our Lotteries app. You can also check your store-bought scratch tickets at home via the check-mark box on each ticket.

If your prize amounts to $600 or less, you can claim it at any one of our authorized lottery retail outlets or send us your ticket and claim form by mail.

If your prize amounts to more than $600 but less than $25,000, we ask that you keep your lottery ticket in a safe place and wait until our offices reopen to claim your prize. Under the circumstances, we’re unable to process any prize claims by mail right now.

If your prize amounts to $25,000 or more, please contact our customer service team at 1-866-611-5686 (anytime Monday to Friday between 8:30 a.m. and 4:30 p.m.) and they’ll let you know how to proceed.

No. Our prize claim offices are to remain closed until further notice. If you have a draw-based lottery ticket, scratch ticket or sports betting ticket that’s set to expire between March 17 and September 17, 2020, inclusively, please know that you’ll have an additional six months to claim your prize. Just make sure to hold on to your tickets; you’ll be able to claim your prize when things get back to normal.

Starting May 4, you’ll be able to check your tickets at any street-front retail outlet (i.e. one that has an outdoor entrance). You can also still check your tickets via our Lotteries app or online ticket checker. You can check if you have a winning scratch ticket via the check-mark box at the bottom of your ticket.

In view of the current situation, the claim period has been adjusted. You’ll have an additional six months to claim any prize you won with a draw-based lottery, scratch, or sports betting ticket that’s set to expire between March 17 and September 17, 2020, inclusively.

Starting May 4, you’ll be able to claim your free-play ticket at any street-front retail outlet (i.e. one that has an outdoor entrance).

Yes. You’ll be able to play the lottery as a group and buy group-play tickets at retail outlets just like you were able to before sales were temporarily suspended.

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.

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 24 hours for the new limit to come into effect.

You can deposit funds to your Espacejeux account from the standard website, from the mobile site or from the Mise-o-jeu mobile application:

You can deposit money in your account four ways:

  • Visa or Mastercard credit cards, Visa Debit and Debit Mastercard
    For reasons beyond our control, we’re unable to accept prepaid, corporate and American credit cards (e.g. MBNA and Capital One).
  • Interac Online
    TD and RBC are the only banks that offer this service.
  • Argent Web ticket
    Available at any retail outlet that starts selling lottery products again.
  • Bill payment
    Sign in to your personal online banking portal and make an online payment, just like you would a utility bill. To do this, you’ll need to add “Espacejeux” as a payee. You’ll find your account number in the Account Details section. Please note that it can take three to five business days for funds to show as posted in your Espacejeux account (the usual processing time for bill payments).

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.

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.

Follow the steps below.

Step 1
Go to lotoquebec.com and click on “Forgot your password?” in the log-in window.

Step 2
Enter your username and postal code. Click on Submit.

Make sure to provide the same information as in your Espacejeux account, otherwise a temporary password will not be emailed to you.

Step 3
Check your emails. You should have received a temporary password (if the information you provided was accurate). Copy the temporary password.

Don’t see an email from us?

- Please note that it was sent to the email address listed in your account.- Make sure to check your spam folder in case the email was redirected.

Step 4
Go back on lotoquebec.com to log in with the temporary password.

Please note that it can only be used to log in to lotoquebec.com. It can’t be used to log in to our apps (e.g. Lotteries, Mise-o-jeu, OK POKER or any other app).

- Enter your username.
- Paste your temporary password.
- Click on Log in.

Step 5
Answer your security question and click on Submit.

Step 6
Paste again the temporary password. Enter your new password, then confirm it. Click on Submit.

Success! Your new password has been saved.

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) or email us at jeuxenligne@lotoquebec.com.
  • For questions about our lottery products, please email us at customer_service@loto-quebec.com, or call us at 1-866-611-5686 (then dial 2) between 8:30 a.m. and 4:30 p.m. Monday to Friday (except on statutory holidays).

The only legal games in Québec