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COVID-19: Answers to your questions about in-store lottery ticket sales

Starting May 4, Loto-Québec will be reopening its sales terminals and resuming lottery ticket sales at retailers across Québec that have an outdoor entrance.

The sale of lottery tickets at retailers located in shopping centres, including lottery kiosks, is still suspended until further notice. Loto-Québec is currently communicating with its retailers regarding the resumption of sales. Loto-Québec’s other business sectors remain closed.

In order to continue 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.

Frequently asked questions

Context

Why are lottery sales only resuming at street-front retail outlets (i.e. those with an outdoor entrance)?

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.

When are lottery kiosks set to reopen?

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.

If I buy my ticket online at lotoquebec.com, are my odds of winning the same as if I’d bought my ticket at a retail outlet?

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.

Selling, buying and checking tickets

What should I do before heading to the store?

Will I be able to purchase draw-based lottery tickets and scratch tickets at any retail outlet that starts selling lottery products again?

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.

Will all your products be available for purchase?

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

How can I buy a lottery ticket if I don’t have Internet at home and can’t get to a retail outlet?

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

Will I be able to buy Argent Web tickets at any retail outlet where lottery sales have resumed?

Yes.

Can I check my lottery tickets elsewhere than at a retail outlet?

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.

Will I be able to replay my ticket and the same Extra number even if the standard replay deadline has passed?

You can now replay your ticket up to 60 days after the last draw date indicated on your ticket. Lottery tickets that were good for replay during the period when lottery sales were suspended at retailers and kiosks (i.e. from March 20 to May 3) may be replayed until July 2 inclusively.

Claiming a prize

What do I do if I have a winning ticket and can’t claim my prize because your prize claim offices are closed?

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 [PDF - 66 Kb] 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 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.

Can I go to the prize claim office in Montréal or Québec City to claim my prize?

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.

How can I check if the tickets I bought before you suspended lottery retail sales were winning tickets?

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.

Will I be able to claim my prize if my ticket is set to expire in April 2020?

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.

Before you shut down your terminals, I won a free-play ticket with a ticket I bought. How can I claim it?

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).

Groups

Can we still play the lottery as a group and buy group-play tickets at retail outlets?

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.

Other questions

Contact us

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).


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