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:12/02/2024
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 put money on my account, but the app will not let me use it because it says I'm not in Kentucky. It has location permission, but it still says I'm not here. And I already cleaned out my cache
Business Response
Date: 12/09/2024
Customer Support has
followed-up with the player directly. Thank You.Initial Complaint
Date:12/02/2024
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 had to go back and erase a whole 2000 characters because I was over that many so now I'm going to make it super quick which sucks cuz I talk if you can tell and detail things. Won money. Try to cash out was denied after giving all good information call the number it gave me was told that my phone number was different than the one I was giving so had to go through hell to find why the number they had was different figured that out two hours later. After they had me doing a runaround with the company that You send your ID and picture to for verification and they kept denying it even though it's a real ID that paid $48 for. So like I said 2 hours later and with a phone number I do not know how it got on my account I called them back to let them know I found the phone number even though I'd already given them socials addresses and everything of the suds so I don't know why they thought a phone number would be the one thing that nobody would ever know. Anyways after all that the lady gets back on which she sounds like she's still laying in bed and the other two ladies sound like that too but I guess that's not illegal. Gets on there and tells me that because of my credit score they cannot send me my money that I have won. MY MONEY THAT I HAVE WON IS BEING KEPT FROM ME BECAUSE OF MY CREDIT SCORE THAT MAKES NO SENSE AND IT IS NOT EXPLAIN TO YOU WHEN YOU SIGN UP TO THE APP. TO ME THIS FEELS LIKE LAWSUIT BUT I'M NOT A LAWYER BUT I FEEL LIKE IT'S JUST ONE THING TO GET IN THE WAY AND SAY WE'LL TAKE THEIR MONEY AND IF THEY DO ANYTHING IT'S JUST GOING TO BE STUCK ON THE WEBSITE BECAUSE WE'RE GOING TO TELL THEM THEIR CREDIT SCORE IS NOT PERFECT CAN YOU PLEASE EXPLAIN TO ME HOW THIS IS LEGAL.?!Business Response
Date: 12/09/2024
Customer Support has
followed-up with the player directly. Thank You.Initial Complaint
Date:10/16/2024
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’ve did everything to fix the 1606 location error and it still is not working how can I fix this?Business Response
Date: 10/21/2024
Customer service has followed up with the player to resolve the issue. Thank you!Initial Complaint
Date:09/16/2024
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 had bought $25 worth of numbers for Kentucky Lottery through the Kentucky Lottery app on September 11, 2024. As soon as I buy them I go to view my numbers and nothing shows up but my account balance did go from $25 to $0. I went to my order and game history and it says its blank and that I haven't played any recently. I have emailed the kylottery help email 5 times now, with no response to resolve the issue. So now I am currently out $25 and with no product recieved.Business Response
Date: 09/23/2024
Customer service has worked to resolve this issue and the player should be able to view their transaction history.Initial Complaint
Date:09/09/2024
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.
i want to start by saying that a couple months back someone not me got onto my account and played about 800 dollars of my whole paycheck and i called and called and reported this and ky lottery didnt do anything about it was pretty much like oh well . they wouldnt hlep me refund my money well a friend of mine had the same thing happen and they issued him hundreds of dolllars in refund no question asked within days apart . ky lottery has drained me and ive not won but one big win and i have spent thousands and thousands and sometimes placing fifty dollar bets not hitting a penny . my stress and anxiety is awful and its costed me to loose everything i have and its pretty bad when you spend that much and cant win a penny but thats beside the point im really upset about the 800 dollars and going to take this higher upBusiness Response
Date: 09/16/2024
Customer service is reviewing this matter and will contact the player
directly. Thanks.Customer Answer
Date: 09/17/2024
Complaint: ********
I am rejecting this response because:
as i said a couple months back i reported that my whole check was gone and they didnt help me and pretty much said oh well and im a loyal customer who spends a lot of money but that time in particular wasnt me and they wouldnt help me and all i want is the money that was taken over a couple months ago 800
Sincerely,
******** *******Business Response
Date: 09/23/2024
Customer service has investigated this matter thoroughly and has found no wrongdoing on the account. It is recommended the player contact their bank if their account was compromised. This matter is considered resolved.Customer Answer
Date: 09/28/2024
Complaint: ********
I am rejecting this response because: I dont see how you can find no wrong doing when i reported this months ago
Sincerely,
******** *******Initial Complaint
Date:08/07/2024
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.
My complaint is Kentucky Lottery will not E-mail me nor will they post on their site what my numbers are given for a free ticket I won the nite before so I can see them for the next drawing on the next day. I have to call them every time the next day so they can tell my the numbers instead of posting them. I will not have any proof if I win when this is verbal. I have contacted them four times and spoke with a ******* ******** ******** *** ****. I told them I would like to speak to a Supervisor please and they all said a Supervisor would call me back and this would be escalated. This has been going on for about three weeks now and NO response. This is on Cash ball I play and have won a free ticket many times and they fail to report to me. I have made a complaint on the website about all of this and nothing again. Far as I am concerned this is Fraudulent keeping my winnings hidden. Hard to believe a Huge State Lottery like Kentucky won't respond to you. All this is do to on line. Everybody would like to know what there numbers are before a drawing but Kentucky Lottery don't seem to care. I am ashamed I have to go to BBB about this matter. I had NO choice. I play cash ball every nite for the past three years and this is how they treat me. This matter needs serious attention !!!Business Response
Date: 08/13/2024
Customer service has reached out to the player for additional information. Thanks!Customer Answer
Date: 08/16/2024
Complaint: ********
*** ***** states that he has attempted to reach back out to Shakira on multiple occasions to no avail. *** ***** requests Shakira's direct line and email address so that he can provide the information she previously requested.
Sincerely,
***** *****Business Response
Date: 08/21/2024
Someone from customer support is going to make an attempt to contact the player. Thanks.Customer Answer
Date: 08/23/2024
Complaint: *********** ***** indicated that he spoke to ****** with KY Lottery and ****** promised to send him an email requesting screen shots of *** *****'s transaction history. *** ***** stated that he never received the email from ******.
Customer Answer
Date: 08/23/2024
Complaint: ********
I am rejecting this response because:*** ***** indicated that he spoke to ****** with KY Lottery and ****** promised to send him an email requesting screen shots of *** *****'s transaction history. *** ***** stated that he never received the email from ******.
Business Response
Date: 08/28/2024
Customer service has made multiple attempts to reach the player. We recommend *** ***** reach out to customer service at ************ or email ****************** for any continued issues as that will be the quickest way to get a response. Thanks.Customer Answer
Date: 08/29/2024
Complaint: ********
The customer stated that he spoke to ****** with KY Lottery on the phone, and while they were on the phone ****** claimed to be sending an email(s) to the customer. The customer states that he never received any of the emails that ****** claimed he was sending while they were on the phone. The customer states that he had multiple people send him emails as a test and they all were delivered to his email address. The customer requests that ****** send the email to **** with the Better Business Bureau at ***********************. Then **** will forward the email to the customer and confirm he receives it.Customer Answer
Date: 08/29/2024
Complaint: ********
The customer stated that he spoke to ****** with KY Lottery on the phone, and while they were on the phone ****** claimed to be sending an email(s) to the customer. The customer states that he never received any of the emails that ****** claimed he was sending while they were on the phone. The customer states that he had multiple people send him emails as a test and they all were delivered to his email address. The customer requests that ****** send the email to **** with the Better Business Bureau at ***********************. Then **** will forward the email to the customer and confirm he receives it.Business Response
Date: 09/03/2024
The KLC has reached out the player to provide
instructions regarding how to submit information so that his complaint can be
investigated. The KLC is not able to further assist the player without the
information requested.Initial Complaint
Date:07/29/2024
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.
A wager was purchased 7/26/24 and the account was debited however an order confirmation never came through and the account was not refunded. Customer service was contacted but they did not have an answer for why it did not work and did not offer a refund.Business Response
Date: 08/07/2024
We are still investigating this matter and will respond as soon as possible. Your patience is greatly appreciated.Initial Complaint
Date:07/18/2024
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 had cash out money 3 times in one day the first went through fine the other two didn't show in my paypal account so I called ky lottery and spoke with a lady who informed me my account was flagged as a high roller account and could take up to 3 days to process which I did receive but I've been playing online for years and have never played as much as I have after my account was flagged without winning something and bonuses not paying over the amount of the ticket they should not be allowed to control the odds on a individual account by flagging which I believe I'm a victim of and will be looking farther into this it's rigged and needs a investigation if the employee had not let that slip I would never have guessed it but when you control the winnings by adjusting the odd of 1 individual that's cheating and should be against the law so looking into a class action lawsuit if anyone else has experienced this leave a comment....ThanksBusiness Response
Date: 07/22/2024
It has been confirmed that all withdrawals have processed successfully. It is not possible for the Lottery to adjust the odds based on player play habits, nor is that something we do. The odds can be found on our website at ***************** and searching the game of choice.Initial Complaint
Date:07/15/2024
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 could not withdrawal my winnings over 2 hundred it said I had to play it onlineBusiness Response
Date: 07/24/2024
This matter is still being investigated. We will respond as quickly as possible. Thank you for your patience.Customer Answer
Date: 07/25/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
********** ****** I'm also sending screenshots of money I spent but couldn't send all and I only won 2 hundred a something but couldn't cash out if I had known this I would not spend iam deleting this app today and I have more screen shot if needed. I just want my 2 hundred and something back.Business Response
Date: 08/06/2024
The Kentucky Lottery will respond to the player personally. Thanks.Initial Complaint
Date:07/12/2024
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.
I do not have a players account, so I could not get help through general help with the Kentucky lottery so that is why I am here. I put $20 in a vending machine right at 5 AM when the machine was coming online at the ****** * in Somerset, Kentucky, and did not get credit on the machine to buy tickets. The manager would not refund me, because, it did not audit like I had lost money. The machine apparently was off-line when I put my money in. I requested him look at the camera, but he says the machine is not on camera. I wanted to see if there was anything I could do to get my $20 ..lAnd have someone there request looking at the camera. I should clearly be seen putting money in twice, and the second time I did not get credit and stood back and looked and tried and to be seen not being able to reach down and get tickets out and immediately going to the cashier for help . Again, this is the ****** * in Somerset, Kentucky on Highway 27.Business Response
Date: 07/18/2024
Customer service has attempted to contact the player multiple times in order to gather additional information.
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