Contact and Support

1. About this version

This is version 2.0 of the Contact and Support document of Jogo do Bicho (jogodobicho.com). It fully replaces version 1.0, in force since 5 August 2026.

Jogo do Bicho is a free entertainment site. Play uses virtual chips that have no value, are not sold and cannot be exchanged for money or prizes; there are no deposits, no withdrawals and no prizes of value. Version 1.0 did not match this site: it described channels and procedures the site does not have, such as an ombudsman (ouvidoria), a toll-free phone line, 24-hour chat, case numbers, response deadlines and reports to a regulator. This version describes only the channels that exist today and how they work.

2. Who answers and who may write

Support is provided by Jogo do Bicho, under the responsibility of [to be provided], [to be provided]. It is free: nothing is charged for writing to us or for receiving a reply.

Anyone may write, with or without an account — including people who play without registering. Because replies are sent by email, you need to give a valid email address.

3. Available channels

Replies are always sent by email. The site and the form are available in Portuguese, Spanish and English, and you may write in any of those languages.

We do not offer support by phone, by chat on the site or by post: no phone number is a support channel of Jogo do Bicho, and we do not publish a WhatsApp number or a social-media profile as a support channel.

Support is in writing only, through these two channels, which accept messages at any time:

• The form on the “Contact us” page (jogodobicho.com/en/contacto), with name, email, phone (optional) and a message of between 10 and 4,000 characters.
• The email address published on the same “Contact us” page, just below the form.

4. What happens to your message

When you use the form, your message is first saved in our system and then forwarded by email to the team. The screen confirms that it was sent only when both steps succeed. If you see an error message, your message may not have reached the team: try again later or write to the email address published on the “Contact us” page.

To hold back automated submissions, the form accepts no more than 3 messages every 10 minutes from the same IP address.

We do not issue case numbers and we do not commit to a fixed response time. If you want a record, keep a copy of what you wrote; an email, on the other hand, stays in your sent folder.

5. Classification and automatic replies

Messages we receive may go through automatic classification, done with rules and word lists. We do not use artificial intelligence to classify or to answer messages. Classification separates automated submissions (spam) — which are kept on record but get no reply — from messages written by people, and identifies the topic.

We may answer automatically, by email, only the two topics below. The language of the reply — Portuguese, Spanish or English — is chosen by the system from words in the message and may not be the language you wrote in. Any other topic gets, at most, an automatic acknowledgement of receipt and is passed on to a person on the team.

Every automatic reply says at the end that it was generated automatically; if it does not solve your question, simply reply to that email and your message will reach the team. Each email address receives at most one automatic reply every 7 days.

• Status of a draw: whether the result has been published, has not been published yet, or the draw was cancelled. To identify the draw, the system may look up the plays made in the 48 hours before your message by the account registered with the same email address, or use the draw time you mention.
• Money, payments and prizes: a single reply, the same for everyone, explaining that the site does not handle money.

6. Payments: none with players, and we never ask you for money

Jogo do Bicho neither takes payments from players nor makes payments to them. There are no deposits, withdrawals, chip purchases or prizes of value, and the site has no payment method at all. That is why support does not deal with payments and never asks for money.

Nobody from Jogo do Bicho will ask you, by email, message or any other contact, for any of the following. If someone asks you for them in the name of Jogo do Bicho, or offers you chips, balance or prizes from the site in exchange for money, it is not us: do not pay, do not give any information, and let us know through one of the channels in section 3.

• Your account password.
• Verification codes sent to you by SMS or email.
• Card details, bank passwords, Pix, transfers or any payment, fee or deposit — not even to “release” chips, balance or prizes.
• Remote access to your phone or computer, or installing an app sent through a link.

7. Matters about your account

To deal with something about your account, write from the email address registered on it or give that address in your message: that is how we find the account. We never ask for your password.

If you have a registered account, you can do the following yourself, in your profile and at any time, without contacting us:

• Set play limits, in the “RG Limits” tab.
• Take a break for 24 hours, 7 days or 30 days, or self-exclude, in the “Self-exclusion” tab.
• Close the account, in the “Close account” tab.

8. Responsible gaming

If playing has stopped being fun — for you or for someone close to you — you can write to us through the channels in section 3. The protection tools in section 7 work without going through support, and the “Responsible Gaming” document explains how each of them works.

9. Your personal data

When you write through the form, we record your name, email address, phone number (if given), the message, the IP address, the browser identification (user-agent), the date and time it was sent, the result of the automatic classification and the text of any automatic reply drafted for it. We use this data to read and answer your message and to tell messages from people apart from automated submissions.

Requests about your personal data — access, correction, deletion and the other data-subject rights — can be made through these same channels; the site does not currently have a self-service area for them. How your data is processed is described in the Privacy Policy.

Legal basis: Lei 13.709/2018 (LGPD, Brazil), art. 9 (easy access to information about the processing) · Lei 13.709/2018 (LGPD, Brazil), art. 18 (data-subject rights)

10. Other avenues

This channel does not replace or limit your right to turn to consumer-protection bodies, to Brazil’s National Data Protection Authority (ANPD) on personal-data matters, or to the courts.

Legal basis: Lei 13.709/2018 (LGPD, Brazil), art. 18, § 1 (petition before the national authority) · Lei 8.078/1990 (CDC, Brazil), art. 6, VII (access to judicial and administrative bodies)

11. Effective date and changes

This version applies from the date shown in the header. The page shows only the current version; when the text changes, the new version will be published here with a new number and date. We do not send individual email notices when this document changes.

If the Portuguese, Spanish and English versions differ, the Portuguese version prevails, as it is the original.