Complaints
Customer Complaints Summary
- 95 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 13th, 2025. I deposited $10 into my account and the app or online wasn't able to verify my location therefore I could play any games nor could I use what money I did apply to my account! I can't get my lottery to even email me back!
Business Response
Date: 01/22/2025
This matter has been resolved. Thank you!Initial Complaint
Date:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'll put money on my Kentucky lottery and it just screwed me I can't win at that there's a big damage just to get somebody's money wished I never even downloaded thatBusiness Response
Date: 01/10/2025
We do apologize to
hear that you were unable to win anything after playing. All our games are
tested extensively to ensure that they are as fair as possible. You can always
check the odds of any of our games by visiting our website. Please understand
that ultimately, the lottery is a game of chance and winning is never
guaranteed. We do encourage you to stop playing if you feel this is becoming a
problem. If you need assistance with gambling addiction, please contact ************* **************** by either call or text.Initial Complaint
Date:12/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The app and website are completely unusable and there are no clear terms of service available online. I deposited 60$ and cannot withdraw. When I try to play the game I’m met with a “location error”. I have my location services on my phone enabled. It seems like they have robbed me of 60 dollars.Business Response
Date: 12/31/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have uploaded money into the ky lottery app but am unable to purchase tickets. It is saying my location is not on. I have enabled my y location but I still cannot purchase tickets!Business Response
Date: 01/02/2025
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ice tried reaching out to kentucky lottery 1000 times because although it used to work on my phone it won't kow says error 1606 can't access via my location that's bull crap. I opted in for mobile geo location too and NOTHING IM PISSED I ADDED MONEY AND CANT USE IT!!!Business Response
Date: 12/30/2024
We received your
message to the Better Business Bureau and have reviewed your complaint. We
apologize for the inconvenience and will reach out to you directly with a
resolution.Initial Complaint
Date:12/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Kentucky Lottery App has serious problems that are suspect. I often play several numbers with pick four. Kentucky Lottery App has one more than one occasion locked me out of a pick four number selection that ended up winning. I would pick a series of number and the APP would let me play those numbers but when I happen to pick the winning number to play, the APP said my location was not showing correctly. The APP let me play the losers just fine but had issue with me playing the winning number on several occasions. So ten seconds after the mid day winner was posted, it finally let me play my numbers, which would have been a five thousand dollar winner had it went through five seconds earlier.Business Response
Date: 12/17/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/13/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a member of KY lottery online for roughly a year and recently I added funds to the account to play powerball and when I went to purchase a ticket it claims I am not in Kentucky. I have tried logging in from multiple devices all within Kentucky boundaries and each time it says the same thing. I have reached out to their customer service and requested a refund as I am not able to withdraw funds added to the account only winnings which there are none since I cannot play. I have multiple other betting apps that all verify location and have never had an issue except with the KY lottery. I just want my money back since I cannot use the funds added to my account.Business Response
Date: 12/17/2024
Customer service has been in contact with the player and a
resolution is in place.Customer Answer
Date: 12/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* *******If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:12/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Every time I go to play a game it always gives me the error that they were unable to verify my location. As if I’m not within Kentucky lines. I’ve done everything possible in my iPhones setting to fix it, it’s not a problem with my iPhone at all, it’s on ky lottery’s end some where. My phone company is listed as one of the ones that offer geo-location services with ky lottery so that’s not the problem either. I can put money on my account no problem. But to play the money, it’s pure hell! It’s becoming very aggravating to be honest, and I want the problem fixed and solved once and for all! Please help!!!!Business Response
Date: 12/19/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Kentucky lottery app will not allow me to make purchases or play games because the app says I am not with in state borders. I am sitting in my living room in Harrison County Kentucky. Inside Kentucky, 80 miles away from any state border. If the KY Lottery app does not Geo locate my actual location inside Kentucky, what would stop anyone else from playing Kentucky Lottery apps while they are outside our state borders?
Fix the app so the Geo location is accurate.Business Response
Date: 12/12/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On today’s date, December 4th. I have started using the ky lottery app. I put money into my account($15)once. * never received my bonus match* I then tried to put more money into my account ($10) and the transaction was made on my bank account but did not show into my ky lottery account. I have tried 3 times since. Gotten charged $30 and only refunded $10 whilst nothing is in my account balance.Business Response
Date: 12/12/2024
Hello ******,
Upon researching your account, we do see that your payments were reversed and should arrive into your account at anytime. If you still have not seen your funds, we recommend following up with your bank for more information. Take care!
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