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Common troubleshooting topics: withdrawals, account verification, deposit limits
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Have any questions? We’d love to hear from you.
Knowledge Base
Browse all our Frequently Asked Questions and learn more about our products and services.
Support Center
Reach us via our Live Chat agents or via HelpDesk. Our agents are available daily from 09:30 until 23:00
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Provide feedback on your experience with us and on the games you might have played
Most Popular FAQs
Below you’ll find the most frequently asked questions regarding our lottery products and features.
If you have forgotten the password for your National Lottery account, follow these steps:
- Click on the “Forgot password?” option.
- Enter the email address that you used to register with us.
- You will receive an email containing a link to reset your password.
If you do not receive the email, please check your spam folder and other folders in your inbox. Please note that it may take a few minutes for the email to arrive with the link to reset your password. After waiting for a few minutes, refresh your mailbox and check again.
For more reading on the topic, we recommend checking out our My Account FAQ.
- First, check to see if the deposit was deducted from your payment method. If it was not deducted, this could be the reason why it hasn’t been added to your account.
- If the deposit was successfully deducted from your wallet or card, please contact our Customer Service Team immediately. We will prioritize resolving the issue as soon as possible.
For more reading on the topic, we recommend checking out our Deposits FAQ.
To withdraw your funds, follow these steps:
- Click on your profile name or the User Icon.
- Click on the “Withdraw” button.
Please note that for security reasons, we require valid Proof of Identification and Proof of Address (dated within the last 6 months) before processing your first withdrawal request. We prioritize the safe delivery of your funds, so it is important to know that we can only release the funds to your personal account. We cannot accept transfers to any third-party accounts.
For more reading on the topic, we recommend checking out our Withdrawals FAQ.
Please note that withdrawal validation may take up to 48 hours. Once it has been validated, your funds should arrive in your Skrill, Neteller, Ecopayz, or Revolut account within a few minutes. If your withdrawal was made on your personal Credit/Debit Card, the processing time may take up to 1-3 business days.
Keep in mind that we may require additional documentation before releasing your withdrawal request. If this is the case, we will notify you via email. Please check our Payment Methods page to learn more about the processing time, fees, and limits applied.
For more reading on the topic, we recommend checking out our Withdrawals FAQ.
Withdrawal Suspended status can occur for a variety of reasons, such as incomplete verification of your identity, suspicious activity on your account, or a violation of the platform’s terms of service. To find out why your withdrawal has been suspended, you should contact the Customer Support Team. We will be able to provide you with specific information and help you resolve any issues with your account.
For more reading on the topic, we recommend checking out our Withdrawals FAQ.
Deposit Suspended status can occur for a variety of reasons, such as incomplete verification of your identity, suspicious activity on your account, or a violation of the platform’s terms of service. To find out why your deposits have been suspended, you should contact the Customer Support Team. We will be able to provide you with specific information and help you resolve any issues with your account.
For more reading on the topic, we recommend checking out our Deposits FAQ.
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General FAQs
Find answers to commonly asked questions about the online channel of the National Lottery.
We are located in Malta. Our company’s address is publicly available, and you can find us at
IZI Interactive LTD,
The Quad Central, Q3, Level 11, Triq l-Esportaturi, Zone 1, Central Business District, Birkirkara,
CBD 1040,
Malta
All players must be at least 18 years old to ‘Register‘ an online account with National Lottery. We may ask for documentation to verify age and reserve the right to suspend the account until satisfactory proof is provided.
In case you are not satisfied with any of our services, we strive to resolve your concerns promptly and effectively. If you wish to file a formal complaint, you can reach out to our Customer Support Team via Live Chat or E-mail.
To ensure a quick and thorough investigation, please provide the following details in your complaint:
- Full name
- Date of birth
- Home address
- Registered email address
- Mobile number
Please include all relevant information in your complaint, and our team may request additional information via email. We will carefully investigate your complaint and provide you with a response in a timely manner.
If you are not satisfied with the outcome when you have reached the end of the complaints process, you can choose to take your complaint to an alternative dispute resolution (ADR) provider. We have appointed the “Maltese Alternative Dispute Resolution entity (MADRE) as our independent third-party arbitration body. Any conclusions of the ADR provider on such cases shall be binding upon both the Company and the complainant. Please contact MADRE and learn about their dispute resolution procedure madre-online.eu. This dispute resolution process is offered free of charge and concerns unresolved complaints that relate to the gambling transactions. Note that MADRE may at any time dismiss a claim from a customer if they feel that the complaint is frivolous or vexatious.
Select which Terms and Conditions you wish to view:
National Lottery products are specifically excluded from the maximum winning amount rule. This means that there is no limit on the amount a player can win from National Lottery products. However, it is important to note that other lottery games may have their own maximum winning amount, which varies from game to game.
Any breach of the Terms and Conditions may result in the suspension or closure of your account. This includes actions such as fraudulent behavior, using someone else’s account, providing false information, or violating any other policy of the site. In such cases, the company reserves the right to withdraw any promotional offers, deny access to certain features of the site, and even report the activity to law enforcement and other authorities.
Lottery Games FAQs
General questions, answers, and information about our lottery games.
Lotto & Lotto Quaterno
A lot to win!
Check out these frequently asked questions about Lotto and Quaterno if you’re not familiar with them.
Super5 & Super5 PLUS
It could be you!
View the rules and check out the game features of the most popular lottery game on the Maltese islands.
Super5-4-3-2-1
Match & win!
Take a look at what Super-5-4-3-2-1 has to offer and learn from the Super5-4-3-2-1 Rules.
Pick3
Take your pick!
Get the chance to win with Pick3 and see what the games has to offer. Read the Pick3 Rules.
FastKeno
Keen to enjoy!
Find out what you can win when playing FastKeno or what are the most important features.
Technical FAQs
Common questions and solutions to technical issues that may arise while using our online casino services
If you lose connection during a live casino table game, don’t worry, the game will continue as there are usually other players participating in the same round. Even if you can’t reconnect in time to make a decision, any bets you have placed will stand, and the game will proceed as normal. For example, if you’re playing Blackjack and lose connection, your hand will be considered a ‘stand.’
To check the result of the round, you can simply click on the ‘Game History’ or ‘Clock’ tab/button in your live dealer game window. This will provide you with all the relevant information regarding the game, including the outcome of the round, so you can keep track of your winnings and losses.
To check your balance, you have a couple of options depending on the platform you are using. If you are on a website, you can typically find your balance displayed in the top header menu bar of the site after you have logged in.
On a mobile device, you can typically check your balance by clicking on the user icon located in the top right corner of the screen after you have logged in. This should provide you with all the relevant account information, including your current balance.
It’s important to note that you must be logged in to your account in order to check your balance. If you have any trouble accessing your account or checking your balance, you should contact the Customer Service Team for further assistance.
If you are looking to use our services, we suggest using the latest version of Google Chrome as the optimal web browser. If you are a Mac user, we recommend the latest version of Safari for the best experience.
Keeping your web browser up-to-date is a good practice for both performance and security reasons. Therefore, we advise that you use the latest version of your preferred web browser to ensure that you have access to the latest features and security updates.
If you are experiencing technical issues while using our website, clearing your web browser’s cookies and cache can often resolve the problem. You can follow the steps below to clear cookies and cache for your specific web browser:
- Google Chrome: In the top-right corner, click the three-dot icon, then click “More Tools”> “Clear browsing data”. Select the time range and types of data you want to delete, then click “Clear data”.
- Mozilla Firefox: Click the three-line icon in the top-right corner, then click “Library” > “History” > “Clear Recent History”. Select the time range and types of data you want to delete, then click “Clear Now”.
- Safari: Click “Safari” > “Clear History”. Select the time range and types of data you want to delete, then click “Clear History”.
- Internet Explorer: Click the gear icon in the top-right corner, then click “Safety” > “Delete browsing history”. Select the types of data you want to delete, then click “Delete”.
Note that clearing cookies and cache can also log you out of websites and delete saved information such as login credentials and website preferences. If you have any concerns or questions about clearing your cookies and cache, please contact the customer support team for further assistance.
If you are encountering slow loading times while playing our casino games, please try the following troubleshooting steps:
- Clear your internet browser’s cookies and cache to improve performance.
- Check that your internet connection is stable, as slow loading times can be caused by a weak or unstable connection.
- Download the latest version of your internet browser, as older versions may not be optimized for our games.
Our team is always happy to help you troubleshoot any issues you may encounter while playing our games, so don’t hesitate to reach out if you need assistance.
If you are unable to open a casino game, please try the following steps to troubleshoot the issue:
- Clear your internet browser’s cookies and cache to ensure that the game is loaded correctly.
- Verify that your internet connection is stable, as a weak or unstable connection can cause loading issues.
- Download the latest version of your internet browser to ensure compatibility with our games.
Our support team is always available to help you resolve any issues that may be preventing you from accessing our games, so don’t hesitate to reach out to us for assistance.
