Complaints
Customer Complaints Summary
- 95 total complaints in the last 3 years.
- 29 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:04/29/2024
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.
I frequently play Kentucky online lottery, and yesterday 4-25-24 early morning about 4:30am I was online playing when I got booted off, I thought it was just a fluk , so I tried to log right back on to find out that the KY Online Lottery system was down for maintenance. So I waited a hour or so and tried log back on & it worked, so I went on to play Prospectors Gold at 6:15am, and wagered a .20, I ended up winning $2.96, but before the game could fully complete it pops up "Technical Error-back to Lobby" .... and then booted me off again. I try logging back on again, & it wont let me it says, "Under Maintenance" again. About 15mins later it finally lets me log in to my account again, so I tried several times to play the game through, but same outcome. Since, the game wasn't played out, the system won't allow me to go on b/c it states I have a unfinished game to play- so I'm just stuck! I contacted them & was told the same vague response, "A ticket was made & my case has been escalated to the technical department." Along with them telling me that after 24hrs if the game doesn't play out the internal system would detect it & automatically play the game through & credit any winnings to account. It's been over 24hrs & nothing.
But about hour after this happened, I received a email & in-app notification "Your instant play *********** **** ******* wager of .20 wasn't played out to completion. The wager was revealed by the system. Congrats, your a winner. Refer to game history for prize information." - - - - However, the win hadn't been credited yet because the game hadn't been played out to completion..... AGAIN, NOT letting me do anything, so I'm just stuck & can't play. It's been daays now & no fix, no update, nothing! When I reach out I'm told the same "A ticket has been made on this issue, we've escalated it to the technical department. We'll reach out when we know more." But really how long does it take to "unstick" a game? I have money on my account & can't play!
Business Response
Date: 05/01/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:04/25/2024
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.
Im beginning to think that its something wrong with my account. The app will not find my location at all. Ive called the lottery, ******** and ***** and no body can tell me anything as to why its saying i cant play due to my location. Called the lottery back and they told me to do things AGAIN that ive done over and over, I need something to be resolved because i have money on there i cannot use simply because there is a fault with your apps location services. It happens on wifi and on regular cell service both. I live in Central Ky no where near any state boundary! This needs to be fixed ASAPBusiness Response
Date: 04/29/2024
Customer service has been in contact with the player and a
resolution is in place.Initial Complaint
Date:04/08/2024
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 money on my account that I can not use due to the app and online version saying I'm not in a Kentucky location. I have chatted and emailed about the geo fence issue. My husband can use my phone or laptop and play but when I try my account it will not let me get opted in. Makes no sense because it's the same devices he uses and plays just fine. I have opted in for geo location multiple times. Cleared cache. Deleted app and re-installed it. Tried from laptop as well.Business Response
Date: 04/15/2024
Customer Support has followed-up with the player directly. Thank
You.Customer Answer
Date: 04/15/2024
Complaint: ********
I am rejecting this response because:The issue is not fixed. They gave me instructions which I have done numerous times already before the complaint. My husband can log in and play on my phone without any issues. I log into my account it says I'm not in the geo location but clearly I am if my husband sitting next to me can play on my device.
Sincerely,
***** *****Business Response
Date: 04/22/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:02/26/2024
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.
no matter where i am at or what device i log in on it still says my location is off even tho it is activated i need u guys to fix this or just give me my money backBusiness Response
Date: 02/28/2024
Customer Support has
followed-up with the player directly. Thank You.Initial Complaint
Date:02/05/2024
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.
They inform you you can't play after you have deposited money that you can't withdrawal and after looking into the issue there is no way to fix this problem
The problem is the app says I can't play from my location or withdrawal my funds
After looking into it's a problem that has lasted for 4 months at least and they are making no visible attempts to fix the matter
Someone needs to do something about this I am highly dissatisfied
I had no earthly idea I would have this problem or I WOULD HAVE NEVER PUT MONEY IN THIS APPBusiness Response
Date: 02/15/2024
Customer Support has followed-up with the player
directly. Thank You.Initial Complaint
Date:01/31/2024
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 5/25/2023 I was playing Kentucky lottery games on my online account. During that time several glitches occured with 2 different games. The game would play all the through, I could clearly see how much I was winning as the game played through, but at the end instead of saying "You Won X Amount" it would give an error code and tell me to relaunch the game. I did this several times. The game would play through the exact same way but give an error message at the end. I contacted KLC opened a case for the issue. I sent them tons and tons of screenshots, then resent those screenshots showing the date and time of the screenshots and I've only been paid $22 out of roughly $168 that I was owed. Every time they close the support ticket I reopen it. It has still not been resolved! They are either crooked or extremely incompetent!
On 1/26/2024 I received a promotional email that says if I buy $5 in Kentucky 5 tickets online in a single transaction, on 1/26, I will receive a $1 free play for Kentucky 5. I bought $5 of Kentucky 5 tickets on 1/26 but did not receive my free play. They have tried to tell me 2 or 3 times now that I did not qualify because I made the purchase on 1/27, which is absolutely false! I sent them a screenshot of my transaction history with the transaction ID number and the date of purchase highlighted and they still try to say it was purchased on the 27th! What they are seeing is that the draw date is on 1/27, which also should not have occurred since I made the purchase at 5:22 pm so it should have been for that days drawing. For a multi-billion dollar corporation they seem to hire the most low quality tech people available!Business Response
Date: 02/05/2024
The player has been contracted directly by the KLC Customer
Service team.Customer Answer
Date: 02/05/2024
Complaint: ********
I am rejecting this response because:The first complaint still has not been resolved and began on 5/25/2023 and the 2nd complaint still hasn't been resolved either.
Sincerely,
******** *********Business Response
Date: 02/13/2024
The KLC has confirmed
that the player has been appropriately awarded wins and promotional awards and
has communicated this to the player through KLC customer service.Initial Complaint
Date:01/22/2024
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.
Ky lottery online had a promotion going on thru Dec that if u referred a friend who joined and added money, they would receive 50.00 bonus bucks and person who referred them would get 100.00. They are trying to say i was referred in September and accepted in Dec but i have a screenshot of the email whoch is dated Dec 25th. Me nor the person who referred me have received what was promised. We should have gotten the bonus bucks the 14th of January and still have not. They refuse to give us the our bonus bucks which is the only reason I joined. I was helping my friend out. I joined so she could get the 100 in bonus bucks and 50 for myself. If they can't give those to us then i want a refund on the money I have put on my account seeing how I only added it because it was part of the requirements to get the bonus bucks for myself and my friend.Business Response
Date: 02/13/2024
KLC Customer service
has been in contact with the player directly.Initial Complaint
Date:01/12/2024
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.
After a month (Dec 23) of me complaining to the Lottery about their geofencing map, I finally got on to play. The first week i felt the play was fair. Many times after they have to adjust the geofencing data, I feel that they do it to shut me up, and to let me make deposits. This time it was fine for about a week. The wins we're in sync with their posted odds, etc. Yesterday i messaged them because many of my wins on instant play had not been credited to my account. I assumed they could investigate my complaint, go through my transactions, find and fix the glitch. I assumed that if they needed info (proof) from me, they would ask. They have not. After i realized what i thought was happening, I began taking screenshots of the game play, before account balance, amount i won prompt, after account balance. If photos aren't proof, I'm sure they have specialists who can read code. And it's easy enough for them to see proof of my complaint about the odds simply by looking at my transactions/amount of money spent compared to amount won. When you spend a grand, you expect to win something. Many people follow me on FB just to chat with me about Lottery advice; they know I play a lot and want me to share times/on-line games I'm playing-instant & draw/scratch off wins or my opinion on new scratchers in the store. I understand the house always wins-all for good-however, we can all have fun, maybe win a few bucks if they can keep the on-line appearance appealing to their customers. I live in one of the counties on the eastern-most border of the state. A lot of people here feel we're not treated fairly by the lottery because you rarely hear of any million dollar winners. There have been a couple big winners from Lawrence & Pike counties. I can't ever remember one from Martin Co. People here feel as if the Lottery looks at us as though we're Hillbillies, and would only spend our winnings on Mountain Dew. hating to be a #Lose-fluencerBusiness Response
Date: 01/18/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
Date:01/10/2024
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.
Have money in the Lottery online to play but keeps saying about GEO area and I can't get my money back or play online or on my phone either.Business Response
Date: 01/12/2024
Customer service has
been in contact with the player and a resolution is in place.Initial Complaint
Date:01/05/2024
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 lets me add money but when I go to play I keep getting a location error code 1606. I am in ky but it won’t let me play. I did all the things online it says to correct the matter but nothing works.
Very frustrating that it would take my money but not me play, even though I am in the state and city of their hq.Business Response
Date: 01/11/2024
Customer service has been in contact with the player
and a resolution is in place.
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