CUSTOMER SERVICES
WHAT IS THE CUSTOMER SERVICE NUMBER?
For any enquiries call the U.A.E. Number +971 4 397 4070.
WHAT ARE THE SERVICING HOURS?
Our Customer Service Centre is available from 24 hours 7 days a week.
WHAT IS THE CUSTOMER SERVICE EMAIL?
You can contact our Customer Service Centre by sending an email to customer-support@dreamdraw.ae
PRODUCTS
Customers are able to purchase approved products:
- 1. Our Exclusive Wristband
- 2. Our Exclusive Pen
- 3. Our Exclusive Pencil
- 4. Our Exclusive Keychain
All of our raffle products are AED 5 only!
WHY DO I NEED TO PURCHASE A PRODUCT?
By purchasing our product, you'll also get a FREE RAFFLE ticket to enter in our raffle draws to win cash prizes.
DO I HAVE TO BUY THE ‘PRODUCT’ TO ENTER THE RAFFLE DRAW?
Yes. The only way to participate in our Raffle Draws is to purchase a Dream Draw product.
Each purchase provides you a Free Raffle Ticket to enter in our raffle draws .
HOW MUCH DOES THE PRODUCT COST?
Each Dream Draw product costs AED 5 (including VAT) only.
WHERE CAN I PURCHASE THE PRODUCT?
The Dream Draw product is available on our web site, https://dreamdraw.us & the Dream Draw mobile apps
IS THERE A DIFFERENCE IN COST IF I PURCHASE ONLINE RATHER THAN AT A RETAIL OUTLET?
No. All Dream Draw products cost the same, regardless of how and where you purchase them.
I HAVE PURCHASED A COUPON FROM AN AUTHORISED DREAM DRAW RETAILER, DO I HAVE TO USE THE COUPON DURING THE SAME WEEK OF PURCHASE?
No. You do not need to use the coupon during that same week. You have up to 60 calendar days to enter your unique 16-character code and enter an Dream Draw online or via the mobile app (when available). When you use your coupon, you will be allocated an entry number and entered into the current weeks’ draw.
DO I RECEIVE THE PRODUCT THAT I PURCHASED ONLINE?
Yes, you will receive the product you purchased from our Main Office.
WHAT IS THE MAXIMUM NUMBER OF PRODUCTS I CAN BUY IN A SINGLE TRANSACTION?
If you are buying our products online, the maximum number you can purchase in a single transaction is 10.
If you are buying from one of our retail outlets, the most you can purchase for cash in a single transaction is 10.
CAN I GET A VAT INVOICE FOR MY PURCHASE?
Yes. Just go to the History or Active Orders section on your My Account Dashboard, select the order you need the VAT Invoice for product and click on the View Ticket option.
When the Ticket is displayed, scroll to the bottom of the ticket and you will see a button for VAT Invoice. If you click on this button the VAT Invoice for that order will be downloaded for you.
WHERE CAN I COLLECT MY PRODUCT?
The product will be shipped to you on your provided address while purchasing the product.
PRIVACY
ARE MY ACCOUNT DETAILS SECURE?
Every effort has been made to ensure that your data is protected. Both our website and mobile app have state-of-the-art data security in place, and we comply with international data protection standards.
DO YOU SHARE ANY OF MY DATA WITH ANY THIRD PARTIES?
Yes. We do share your details but only to our third-party service providers. We only share what information they need to do their job as a minimum.
CREATING AN ACCOUNT ON THE WEB OR APP
HOW DO I CREATE AN ACCOUNT WITH DREAM DRAW?
Simply visit https://dreamdraw.us or download the DreamDraw mobile app from the Apple App Store for iOS or the Google Play Store for Android to create your account.
Hyper link for demo How to create an account
CAN I REGISTER MORE THAN ONE ACCOUNT?
No. Each customer can only have one registered account.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
For online purchases, we accept Visa and MasterCard credit and debit cards.
If you do not own a credit or debit card, you can visit an Dream Draw authorised retailer in Dubai and make a purchase in cash.
DO I NEED AN EMAIL ADDRESS TO CREATE AN ACCOUNT?
Yes you do, but if you don’t have one, then its easy to set-up.
Just click on one of these links below and you can set up an account for free.
Gmail
Hotmail/outlook
WALLETS
The Wallet Balance holds all of the purchased credits (1 credit is equivalent to AED 1) that you can use to enter an Dream Draw and the other, the Winning Balance, is used to store any prizes that you might have won by playing the Dream Draw game.WHAT IS THE WALLET BALANCE?
The Wallet Balance is the e-wallet which holds the purchased credits (1 credit is equivalent to AED 1) that can be used to enter an Dream Draw.
Credits can be transferred into the Wallet Balance by purchasing an Dream Draw product:
WHAT IS THE WINNING BALANCE?
The Winning Balance is automatically added in your wallet that holds any winnings that you receive from purchasing and playing the Dream Draw and if you are selected as a winner of the main draw or correctly match the numbers drawn during the draw. Note: When you transfer funds out of the Winning Balance, you need to transfer the entire balance in one go to either
Your Wallet Balance to enter again;
Or, subject to withdrawing a minimum of AED 50, you canRequest to withdraw all your winnings and have it paid directly into your bank account or in cash through one of our approved Money Exchange partners (depending on your circumstances and the Dram Draw rules prevailing at the time); or
You can select a smaller amount to be withdrawn and have the remaining transferred to your Wallet Balance.
Note: For high value withdrawals from your Winning Balance, we may request proof of your identity to process your payment
CAN I TRANSFER MONEY OUT OF THE WALLET BALANCE?
Any purchased credits held in the Wallet Balance cannot be refunded or withdrawn due to U.A.E. financial regulations.
HOW DO I ADD CREDITS INTO MY WALLET BALANCE?
Credits can be added to the Wallet Balance at any time by purchasing an Dream Draw product.
Purchases can be made:
Online (via the website) or;
By transferring credits from your Winning Balance.
Note: Any credits transferred into the Wallet Balance cannot be refunded or withdrawn due to U.A.E. financial regulations.
HOW DO I WITHDRAW FUNDS FROM THE WINNINGS BALANCE?
When you transfer funds out of the Winning Balance, you need to transfer the entire balance in one go to either:
Your Wallet Balance to enter again;
Or, subject to withdrawing a minimum of AED 50, you canRequest to withdraw all your winnings and have it paid directly into your bank account or in cash through one of our approved Money Exchange partners (depending on your circumstances and the Dram Draw rules prevailing at the time); or
You can select a smaller amount to be withdrawn and have the remaining transferred to your Wallet Balance.
Note: For high value withdrawals from your Winning Balance, we may request proof of your identity to process your payment
DRAW
HOW DO I MATCH THE WINNING NUMBERS?
Straight: You will need to match your selected number sequence against the winning numbers selected by the ball draw machine during the draw show.
Rumble: If you have chosen rumble, all the numbers need to match, regardless of the sequence.
Chance: The number of matches and prize level is based on counting the number of matching numbers, from right to left, until one number is incorrect. The more matches you have, the more you win!
WHAT IS THE PRIZE FOR THE GRAND PRIZE WINNERS?
If you match all six (6) numbers in our Royal-6 raffle draw, then you will win a Gift Voucher of AED 50,000.
If you match all six (4) numbers in our Mega-4 raffle draw in Straight, then you will win our Gift Voucher of AED 35,000.
If you match all six (3) numbers in our Thrill-3 raffle draw in Straight, then you will win our Gift Voucher of AED 4,500.
HOW DO I KNOW THE DRAW IS FAIR?
All draws will be conducted in accordance with set draw procedures and in the presence of Dream Draw’s Manager and Dubai Economy and Tourism Representative. In addition, to provide further transparency, the draw take place in front of a live audience.
HOW DO I ENTER THE DRAW?
The draw is only available to customers who purchase a product online from the Dream Draw website or mobile app, or from an authorised Dream Draw agent in Dubai.
Simply log on to https://dreamdraw.us or download the Dream Draw mobile app and create your account.
If you purchased your product from an authorised Dream Draw agent, you will get a free RAFFLE Ticket where you can choose the numbers of your choice and get your hands-on printed Raffle Ticket.
If you purchased the Dream Draw product online, you can directly enter the draw by using the credits in your Wallet Balance and selecting six numbers for Royal-6 (each between 1 and 25), Mega-4 (each between 0 and 9) & Thrill-3 (each between 0 and 9) either manually, or by using the Quick Pick option (where random numbers are selected by the system on your behalf) or using one of your saved ‘Favourite’ selections.
Remember, you can enter draws in advance by using the credits in your Wallet Balance to enter draws up to five weeks in the future so you can secure your numbers in advance.
HOW DO I SELECT MY NUMBERS?
Log on to https://dreamdraw.us and click ‘Enter Now’.
After selecting how many products you will be purchasing, you will be able to:
Manually pick your preferred numbers or;
Select from one of your previously saved ‘Favourites’ or;
Have the system randomly select them for you by using the “Quick Pick” option.
HOW DO I KNOW IF I’VE WON?
After each draw, the winning numbers will be available on all Dream Draw digital platforms.
You will be able to check previous weeks’ winning numbers on our social media accounts, or website: https://dreamdraw.us or through the mobile app in the ‘History’ section in My Account.
WHERE CAN I VIEW MY ENTRIES FOR THIS WEEK’S ?
You will be able to check what numbers you have entered for the current draw on https://dreamdraw.us through the ‘Active Orders’ section in ‘My Account’.
I DON’T LIVE IN THE U.A.E.; CAN I STILL PARTICIPATE IN THE DRAW?
Yes. You may participate provided you meet our eligibility criteria (please refer to our Terms and Conditions and Rules for Dream Draw). You must not be prohibited or restricted from entering a draw under the laws of your jurisdiction of residence, or jurisdiction in which you are physically located at the time of opting to enter the draw.
You can enter the draw by purchasing an Dream Draw product from our website (https://dreamdraw.us) or through the Dream Draw mobile app.
I AM A RESIDENT OF THE U.A.E., BUT A NATIONAL OF A BLACKLISTED COUNTRY – CAN I STILL PLAY/ENTER THE DRAW?
As long as you meet our eligibility requirements, you can purchase a product and enter our raffle draws.
I BOUGHT MY PRODUCT FROM A RETAILER AND I CANNOT REGISTER MY CODE.
Please check the code carefully against what you have entered, or the scanner has read, and try to enter it again.
If you are still unable to register, please contact our Customer Service by sending an email to customer-support@dreamdraw.ae or call on +971 4 397 4070 and the team will be able to assist you further.
HOW LONG CAN I KEEP MY ‘CREDITS’?
The credits in your Wallet Balance do not expire and will remain in your account for you to use at any time, this is subject to your account remaining active.
If your account is inactive for a period of 12 months then your account will be deactivated, any credits held in a deactivated account’s Wallet Balance will be lost.
MY ACCOUNT IS SHOWING AS DEACTIVATED.
If you do not use your account within a 12-month period, then your account will automatically be deactivated. Deactivated accounts cannot be reactivated, and any credits held in the Wallet Balance will be lost.
If you wish to participate in Dream Draw again you will need to set-up a new account.
CAN I CANCEL MY RAFFLE TICKET?
Once you have selected your numbers and have received confirmation of Raffle ticket, you cannot cancel your raffle ticket, but you can request for cancellation with an adequete reason of cancellation.
The decision to cancel the Raffle ticket depends solely upon the Adminstration of Dream Draw L.L.C.-FZ.
IS THERE AN AGE LIMIT TO ENTER THE DRAW?
To create an account and enter Dream Draw you need to be a minimum of 18 years old.
I HAVEN’T RECEIVED THE PURCHASE TRANSACTION CONFIRMATION.
You will receive an email notification confirming the purchase immediately after your online purchase. If you do not receive this email, please double-check your junk email or spam filtering first as it may have been sent there.
You can also check on-line by logging into your account and checking the Active Orders section under your Account Dashboard.
If you still have not received a confirmation email, please contact the Customer Service Centre. You can send an email to customer-support@dreamdraw.ae, or call us on +971 4 397 4070.
WHAT ARE “FAVOURITES”?
We offer you the ability to store your favourite numbers to use in Dream Draw. Favourites can be created both on the website and in the mobile app.
You are able to create and save up to 10 different favourites in your account.
WHEN IS THE DRAW?
The live show is broadcast every day at 1:00 p.m. (U.A.E. time), with the live draw taking place at approximately 1:00 P.M. (U.A.E. time). You can watch it live on our online platforms.
Note: the timings may vary from time to time due to special circumstances.
WHAT IS THE LATEST TIME TO OPT IN TO ENTER THE CURRENT DRAW?
Entry to the weekly draw closes 5 minutes before the draw show starts, so in most circumstances that will be every day at 12:55 p.m. (U.A.E. time). Any entries after this time will go into the next draw.
Note: the timings may vary from time to time due to special circumstances.
WHAT ARE THE PAST DRAW WINNING NUMBERS?
The winning numbers from any past draws are available on https://dreamdraw.us , the mobile app (when available) and our social media channels. Note: The latest draw results will also be announced, when you call the Customer Service Centre on +971 4 397 4070.
I MISSED LAST WEEK’S DRAW – HOW CAN I WATCH IT.
You can watch all the previous draws on our digital platforms.
WINNERS
HOW DO I GET MY PRIZE?
All prize winners will be notified by email, in-platform messages and, where relevant, push notifications.
Your winnings will be transferred into your Winning Balance immediately after the results have been finalised and approved.
You can then choose to transfer some to your Wallet Balance and use the credits to enter future draws or you can select to withdraw it, subject to certain identity checks and other conditions.
I LIVE OUTSIDE OF THE UAE. HOW DO I COLLECT MY WINNINGS?
If you have won the Grand Prize, you will need to come to the U.A.E. to collect your winnings in person.
Due to anti-money laundering rules and regulations, All prize payments will only be paid into a U.A.E. bank account (an authorised financial institution can assist with account opening if required).
All cash prizes will be paid in United Arab Emirates Dirhams (AED).
IF I WIN, DO I HAVE TO REVEAL MY IDENTITY?
Yes. As a condition of participation, if you win, Dream Draw have the right to publicise certain details about you.
Note: This will be managed sensitively, and personal circumstances will be taken into account.
WHERE CAN I VIEW MY ENTRY/WINNING HISTORY?
You can check what numbers you have previously entered on https://dreamdraw.us or on the mobile app.
WHERE DO I FIND PAST WINNING NUMBERS?
The winning numbers from any past draws are available on https://dreamdraw.us, the mobile app (when available) and our social media channels.
Note: The latest draw results will also be announced when you call the Customer Service Centre on +1 (855) 410 1990.
IF I WIN, WHO PAYS THE TAX IN MY COUNTRY?
Any taxes that apply in your home country will need to be borne by you. We recommend that you consult a financial advisor in the event of winning. We can recommend a financial advisor, but the choice as to who you use is yours.
HOW LONG DO I HAVE TO CLAIM MY PRIZE?
Winning amount shall be claimed by the participant within 60 days from the draw date. In case, the prize is not claimed, Dream Draw shall pay the winning amount to Department of Economy & Tourism, Dubai.
TECHNOLOGY
I CANNOT LOG IN TO MY ACCOUNT, WHAT SHOULD I DO?
Please check your username and password and try again.
Should the problem persist, please initiate the ‘Forgot Password’ procedure and follow the relevant instructions.
MY ACCOUNT IS LOCKED, HOW LONG DO I HAVE TO WAIT UNTIL I CAN USE IT AGAIN?
The system allows you five attempts to enter the correct password, following which your account will be locked for 10 minutes. After this, please try to login again or reset your password using the ‘Forgot Password’ option.
I DO NOT HAVE A SMARTPHONE. HOW CAN I PURCHASE A PRODUCT AND ENTER THE DREAM DRAW ?
You can still purchase the Dream Draw product through our website https://dreamdraw.us or you can buy products from an authorised Dream Draw agent.
MY INTERNET CONNECTION CRASHED, HOW DO I KNOW IF THE PURCHASE WAS COMPLETED?
Unless you receive a purchase confirmation from Dream Draw, by email or an in-application message, then the transaction has not been completed.
You can double-check by going on to the website or mobile app and checking the ‘Active Orders’ section.
If you need any further help, please call the Dream Draw Customer Service Centre on +971 4 397 4070 and the team will be able to assist you further.
CSR
HOW DO I NOMINATE A GOOD CAUSE?
If you would like to nominate any charitable organisations, please email us on CUSTOMERSUPPORT@DREAMDRAW.AE and we will review it alongside other nominations.
WHAT ARE THE GOOD CAUSES SUPPORTED BY DREAM DRAW?
Dream Draw supports good causes through several recognised charity and environmental related organisations in the Globe.