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:07/12/2024
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.
Kentucky lottery app is faulty because it will not allow me to purchase my power ball and mega millions online. It gives me an error that I am not with in Kentucky state boundaries even though I am sitting right here in my living room in Berry KY. 60 miles away from KY state line. I have opted into their mobile geo location dozens of times, I have turned my phone on and off dozens of times. I have deleted cookies and deleted the app then reinstalled the app. It continues to tell me I am not in the state of Kentucky when I clearly am. They need to fix the geo location program so it can determine the correct location of their customers. I spent 3 days on the phone with ******* ******** who stated there is nothing wrong with my phone. Kentucky lottery is not using real time Geo location services to determine whether someone is inside the state borders or not.
Business Response
Date: 07/18/2024
Customer support did attempt to contact the player and left a voicemail. We Confirmed the player was able to make purchases.Customer Answer
Date: 07/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *********
Yes sometimes I can make purchases on my mobile app. Other times, when I am sitting in the same chair at home in my living room, the app tells me I cannot make purchase because I must be with in state boundaries. Which I am. I’m 60 miles away from state lines.
I will keep trying to use app and if I have a lot of trouble again, like I had a few weeks ago, I will reach out to Ky Lottery to get a better answer.
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:06/28/2024
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.
While using the KY Lottery app, transactions to purchase online tickets have failed to go through, but my account has been debited the purchase amount. This has happened on at least 3 occasions. Also the app will not show my transaction or game history. I have emailed ****************** on 5/12/24,5/19/24,5/21/24, and 6/27/24 I also called the help line and spoke to a representative who said he would file the claim. I have not received any replies at all!Business Response
Date: 07/08/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:06/24/2024
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 been unable to do anything on the KY Lottery app for about three weeks now except load money. I find it extremely frustrating that despite living in KY my entire life and rarely ever leaving the state the app that has when perfectly fine on my device for over 6 months all of a sudden can’t verify that i’m physically in the state. ive tried all the tricks you find online to fix the error code 1606 and have attempted to contact customer service numerous timbres to no avail. Not good for business KY!Business Response
Date: 07/01/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:06/17/2024
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.
Load funds into account. Select numbers but can’t purchase. Website can’t confirm I’m in Kentucky on my desktop, with location service enabled, or on my ****** that is mobile “opted-in” to their website. I’m in Lexington, Kentucky attempting to purchase. No way to recover funds or make purchase.Business Response
Date: 06/20/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:06/17/2024
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 ky lottery app said if I referred people I would get 100.00$ for each person well I had approximately 7 people who I know downloaded the app and I never received the money that was supposed to be granted to me! I would just like to know why I never received the money and it's false advertisingBusiness Response
Date: 06/26/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:06/03/2024
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.
June 1 and June 2 of 2024. I purchased pick three evening numbers at *** **** *** ****** ********** ******** at jr liquors because I won 50$ off of 126 and I played 614 for midday for June 2 and I won the man said he didn’t have the 350$ to pay me so I said play all my numbers for evening tonight which is June 2. He never gave my winning midday ticket back and I argued so bad with the owner he told me call Kentucky lottery. I searched the trash they put the tickets in and of course the only thing that was in there was the old tickets from last night. That i played over for midday and the winning ticket for last 126 which I got paid for that one on June 1 . That man some kept my ticket and I want my 350 dollars. I’m so upset right nowBusiness Response
Date: 06/10/2024
This matter has been investigated and was determined that no further action is needed at this point.Initial Complaint
Date:05/30/2024
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.
So I played keno and won, watched it online however the winnings was not given even took screenshots to showBusiness Response
Date: 06/05/2024
Customer Support has followed-up with the player directly.
Thank You.Customer Answer
Date: 06/05/2024
Complaint: ********
I am rejecting this response because:they Refuse to acknowledge the issue and facts being presented the revert to almost like prerecorded answers regarding the issue at hand
Sincerely,
******* ******Business Response
Date: 06/11/2024
KLC customer service has investigated this matter and
determined that the tickets in question were not winners. The result of the
investigation was communicated to the player on June 4, 2024, and as such, this
matter is resolved.Initial Complaint
Date:05/09/2024
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.
Last year I went to use my account at Kentucky Lottery it was deactivated I needed it reactivated but could not do so so I created another account using my nickname ***** because the system recognized ******* and would not let me create a new account I have currently been using this account under ***** and I have won a small amount of money I went to cash out and everything was fine and this checks were sent in the name ***** I could not cash the checks because my ID has my legal name ******* ****** which is on my old inactive account that I cannot get into because Kentucky Lottery deactivated I would like for Kentucky Lottery to change my name to my legal name ******* spelled ******* that I can get my checks reissued and I can cash them I have tried to fix an update my information on my current account and like I said it would not let me Kentucky Lottery has reach out to me several times through email telling me they are working on the situation nothing has changed it let me change my name to * * * * * * and not * * * * * * * and that's because the old account will not let me change anything I just want them to change the name on my current account I have emails and a picture of the two checks that I received that I cannot cash. My old account has my correct name ******* ****** email * * * * * * * ************ that is the old account that needs to be completely deleted my new account and current is * * * * * * * * * * ************ and the name on the account now is * * * * * * ****** and needs to be * * * * * * * ******. There has been no progress all month it has been over a month I can't understand why they can't just change the name or delete the account so I can update my account and receive my winnings.Business Response
Date: 05/14/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:05/06/2024
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 **** phone account isnt able to verify my location to use the app. I added $10 to my account before realizing, it has accumulated to $20 somehow. Is there a way to fix this issue or can I have a refund? please.Business Response
Date: 05/09/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:05/01/2024
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 keeps giving error 1606. I’ve cleared the cache, I’ve deleted and reinstalled. I’ve done everything shown online.Business Response
Date: 05/09/2024
Customer Support has followed-up with the player directly.
Thank You.
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