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Help and Documentation

Frequently Asked Questions

What is 'Virtual Cash'

It is cash you have available in your Hispaloto account. When you create an account its initial value is 0,00€. This cash can be increased with your desired amount. This amount becomes an electronic wallet you can buy bets with.

How can I pay my bets?

Bank transfer:

Yes, Hispaloto admits bank transfer payments, but only for increasing your virtual cash. You can not pay bets via bank transfer because this procedure usually takes at least three working days to reach our bank. It could be too late for the draw you are trying to play.

Credit card:

Yes, Hispaloto lets you pay using credit card and we offer two methods:

  1. Direct payment: directly managed from Hispaloto. You will only need the data printed in your credit card: number, expiration date and and cvv.
  2. Payment gateway: managed through our bank gateway. Previously, your card has to be included in the verification protocol for safe electronic comerce, which is an additional security step required by your bank and needed in order to complete your payment.

Direct Billing in bank account.

In order to activate this option, you must contact with our support service, they will inform you about the documentation needed for enabling this payment method.

Prizes

Prizes are automatically added to your virtual cash, then you will have two options: to use this cash for buying more bets and to transfer it to your bank account. If the prize is higher than 500 €, for security reasons, you must contact to our call center in order to request the bank transfer. Prizes are subject to the tax established by the Spanish Government.

What should I do if I forget my password?

If you do not remember your password, just click here and type your PASSPORT OR EMAIL. Soon, you will receive a temporary password that you will use to login in Hispaloto and then you will be able to change it in your user panel for another one chosen by you.

If you do not remember your email address, you must send us your name, surname and DNI, NIE or passport to soporte@hispaloto.es or contact with our Customer Service (+34 95 388 6956).

Not able to access to your account?

Perhaps some data that you are entering is wrong, please check again if all fields are correct and then request a new password if all fields are correct.

Where are my prizes?

Prizes are automatically added to your virtual cash after the draw is finished. This virtual cash can be used to purchasing more bets and can be also used to requesting a withdrawal to your bank account.

I live abroad, can I play in Hispaloto?

Yes you can, Hispaloto allows to play to all users with a valid passport. A copy of this passport can be requested by Hispaloto in case of prize. If this copy is not sent by the user, Hispaloto reserves the right to cancel the user account. Users from countries where lottery games or spanish games are forbidden will not be able to participate in Hispaloto.

Why I do not receive emails?

It is possible that your mail server does not accept us as a safe sender and our emails goes to the spam folder. We suggest you to configure your email account in order to accept the addresses info@hispaloto.com and soporte@hispaloto.com as a safe sender.

Why I can not modify some fields in my profile?

Some fields are considered sensitive data, unique for each user, so for changing them you must contact with our support center, via email to soporte@hispaloto.com or calling to +34 95 388 6956.

Why I can not withdraw my cash?

It is just allowed to request you Withdrawable Virtual Cash, which is the cash coming from prizes obtained in Hispaloto. It is not Withdrawable Virtual Cash and can not be withdrawn the money added via credit card, bank transfer, deposit or direct billing.

Why the 15th game in Quiniela is not counted for my prize?

The 15th game, called «Pleno al 15» is a special game and it is just taken into account if the other 14 games are correct, in other words, it is just counted for the special prize (15 games correct).

Why the Reintegro is not shown in my bet?

The Reintegro is not set by the user while buying the ticket, it is set automatically by the Lottery point of sale while recording your bet. Hispaloto will let you know what number you are playing as Reintegro a few hours before the draw is performed. You will be able to check your Reintegro in your ‘My Bets’ section, clicking on the magnifier icon. This just regards to Bonoloto and Primitiva.

What is the Reintegro?

The Reintegro is a number between 0 and 9 chosen randomly by the Lottery point of sale, in no case is chosen by the user. There is a prize category if your Reintegro is the winning one.

What is the Complementario?

The Complementario is an additional number chosen in the draw with the objective of give the opportunity of winning a special category prize when you have 5 winning numbers, this category is called 5+C. The complementario is not chosen by the user, this is number chosen in the draw and must be the same than one of your numbers, assuming you have the other 5 numbers in the winning combination. So, the complementario just regards to the 2nd prize category.

Why my Reintegro in Bonoloto has no prize?

Because you are playing Bonoloto in the weekly mode, so, the Reintegro is played on Friday.

Why I can not see my prize in Bonoloto, Primitiva or Euromillions?

Because these games allow the weekly mode, so the prizes of all the week are added when the last draw is performed.

How many participants are in the club?

The total amount of participations is set depending on the available jackpot for the draw, the higher jackpot the more participations, with the purpose of generating more bets in order to try to achieve a big prize.

When will I have my money in my bank account after a cash withdrawal?

The bank transfer may take between 3 or 4 working days. This transfer may be delayed depending on the bank or the transfer type, for example, an international transfer takes at least 7 working days.

What is an optimized formula?

Hispaloto provides a way to play a combination with a reducted or optimized method. This method works as follows: The user choose a combination and depending on how many numbers it has, Hispaloto provides the possibility of playing this combination reduced, in other words, a multiple bet is composed of single bets, just some of the single bets will be really played, but all numbers of the multiple combination will be played at least once.

How to pay with virtual cash?

Once you have chosen your bets and being in the shopping cart section, just click on the virtual cash icon. This optin will be available just if your virtual cash is higher than the purchase amount.

Phone support

Phone Nr.: 901 233 086
(max. 0.03€/min for landline phones)

International: (+34) 95 388 6956
(Spanish, english and portuguese)

Support hours M-F: 9.30h-14.30h / 16.30h-19.30h
Support hours Saturday: 10.00-14.00h

Email

Write to soporte@hispaloto.es and we will be glad to help you.

Solution not found?

Open a support ticket and our staff will do their best in order to help you.