Complaints

The 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:12/27/2023

  Type:Service or Repair Issues
  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 playing the lottery online and a couple of weeks ago I started getting error messages stating that they couldn't verify that my location was within the state of KY. I have tried purchasing on my desktop computer, laptop and mobile device. I was able to make a purchase using my mobile device after I opted in for using mobile, but now I get the same location error when using mobile. I called and complained to customer care and they admitted that the problem was on their end but they have done nothing to remedy the situation

  

  Business Response

  Date: 01/03/2024

  Greetings ****

  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. Best wishes!

  Customer Answer

  Date: 01/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The KY Lottery Corp. has not fixed the problem. 
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 01/11/2024

  Customer service has
  been in contact with the player and a resolution is in place.

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  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 telling me I'm not eligible to play instant because I have to live in ky or be in KY and I am both I live in ky and iam in KY now and I've changed my location settings like it said and refreshed but I can't never get anyone to fix this issue

  

  Business Response

  Date: 01/03/2024

  Hello *******

  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. Take care!

• Initial Complaint

  Date:12/11/2023

  Type:Billing Issues
  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 trying since August to change my last name on my account. For some reason it had my maiden name on the account. I've messaged and been messaged back being told they are working on it. Yet it's still not fixed. I have not been able to play because of this. I don't want to put my money on there and win and not be able to cash a check sent to me. Ky lottery gives players bonus bucks every Thursday for adding money and playing. It starts at 5 and goes up according to the amount of money and time u play. But because my last name hasn't been fixed I have not been able to get any bonus bucks. Which I truly think is absolutely unfair.
  
  My dad has let me play on his from time to time and I noticed on his when I play shocking 6 or thunderout fortune it cheats you out of money. It will show an amount u won before u go into the bonus and when u win an amount on the bonus and it goes back to the home page the amount is lower than it should be. Example (I'll win 3.50 before the bonus. 1.00 in bonus. But when the money is added up at the end it's only 4.30

  

  Business Response

  Date: 12/12/2023

  Hi ******,

  We truly do apologize about this entire situation with your account and understand how frustrating this must have been. Your account has been corrected and your correct name should be displaying. Regarding the situation with your fathers account and the game not paying correctly, we encourage to you to have our technical team look at your fathers account so that we can investigate. He will need to call in to customer service so that we can look at the game history. He can call at ************ or email ******************. We hope this helps!

  Customer Answer

  Date: 12/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they may have fixedy last name (thank God) but I wasn't giving any bonus bucks at all. If my name had been fixed sooner then I'd been adding money to my account to play and every Thursday u are rewarded bonus bucks for being active on ur account. For added money. It starts out at 5.00 and goes up the more u add or more u play. So because of my issues I've not received a single bonus bucks. That's about 18 wks worth of bonus bucks I've missed. My dad plays monthly and is up to 10 a WK in bonus bucks. Which is where'd id been wks ago. This isn't fair that they are not seeing this. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 12/15/2023

  Dear Ms. ********,
  
  We hope you have been able to successfully login to your
  account. If you are still having login difficulties, please let us know. Our
  system has constraints to ensure we verify the identity of our customers, for
  players’ protection and to comply with the law. Unfortunately, when players
  update information on their account, it can take time for our systems to verify
  an identity. We sincerely apologize for your frustration due to your inability
  to access your account. 
  
  As you know, Kentucky lottery proceeds are used to fund
  scholarship and grants programs for Kentucky students through the Commonwealth.
  For this reason, and as set forth in our iLottery Terms and Conditions, KLC
  does not compensate players for and is not liable for any alleged losses
  resulting from a player’s inability to register for, update, or use an account. 
  
  However, we value you as a loyal Kentucky lottery player and
  appreciate your support of the college scholarship and grant programs funded by
  the KLC. Therefore, for your inconvenience and to thank you for your support,
  we have applied $100 of Bonus Bucks to your account.
  
  If you have any further questions or need additional assistance
  regarding your account, please contact us.

  

  Business Response

  Date: 12/18/2023

  “Customer Support has followed-up with the player directly. Thank You.”

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  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 was told that me and my girlfriend now wife would get a $100 bonus on referring me and after I did everything and was even also told that I would receive a 100% match to my first deposit and once everything was done they said they put in a ticket to have it added and than I call four five days later they said I’m sorry but you all do not qualify and was done told by people two people to be exact one named ****** and another **** that it was all good and already approved everything is up to par and on that phone call your days later told were not eligible anymore for whatever reason they had which they never said and they even submitted for them to give a reason and email of that reason they just thru it under the bus and I would have never deposited or opened an account with out some bonus for lottery and I don’t get mine or now my wife was my girl friend $100 bonus and not did I get my $25 for my deposit which was deposited multiple times that day and they just don’t want to give that money to everyone or they would lose or whatever but it’s false advertising and everything in so many ways I don’t even care about an apology or anything I just wish there was more honest businesses and stand up people that respect and appreciate business from their customers and should be held accountable when they are not but I have went ahead and continued to use the app because I enjoy a couple games and relaxing to it but all I got was $10 bonus bucks and that’s it for some reason I can’t get that but not what we was promised and advertised and even talked about over the phone before hand but it’s ok I know how they operate and will never trust a promotion or anything if you do this we will do that again and will tell everyone I come in contact and when it is topic to say and tell all about it and will just keep distance I suppose but live and learn and I know they will never do right by us or anything but that’s the price you pay .

  

  Business Response

  Date: 12/08/2023

  Hello ****,

  Thank you for reaching out. We do apologize for this experience you had while making deposits and registering for an account. Upon further investigation, we did discover that you were never awarded for your first time deposit, so you will be awarded that. Regarding the referral bonus, we were unable to determine who was the referrer and who was the referee. Your account was created in 2021 so it would not be possible for anyone to refer you. If you have any questions or concerns, please be sure to let us know. 

  Have a great day!

• Initial Complaint

  Date:11/22/2023

  Type:Customer Service Issues
  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 purchased multiple in app lotto tickets over the past year, including on 10/15/2023. After purchasing the tickets I logged in the next day to see my balance as zero dollars. I checked my numbers against the winning numbers and found that I did in fact win on multiple rows. I contacted the Helpdesk on 10/23 with pictures and evidence of my purchase and missing winnings. They said they were aware of the issue and escalated it to the "tech team". I followed up on 10/30 and 11/9 both times telling me they can't provide any information or details and that they were still working on it. At this point, their app won't even allow me to look back at my past games and just gives an error message preventing me from looking at past games played and past numbers played. Today is now 11/21, over a month and I have had zero updates and still haven't received my winnings.
  
  I would like to understand the problem with the system and a timeline to where they will pay me for all past missing winnings.

  

  Business Response

  Date: 12/07/2023

  Hey there *******,

  We do sincerely apologize for the issues you've experienced while using our app. We strive to create a fun experience for all of our player. After taking a look at your case, it seems like this matter has been resolved and you were awarded your winnings. If there's anything else you need assistance with, let us know anytime. Have a wonderful day!

  Customer Answer

  Date: 12/07/2023

  
  
  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:11/08/2023

  Type:Service or Repair Issues
  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 had issues with the app for several months especially around the monthly updates. I can play a hundred dollars and not have one single win, which in return the Ky lottery customer service rep replied “you can’t win?” Is this your complaint?!” These intervals have happened over the course of several months and several occurrences but they ask for transaction numbers and act as if the date range isn’t sufficient. That’s a lot of transaction numbers and is simply absurd to expect someone to provide individually when the account can be accessed by date history. I reported this issues at least 2 months ago and have followed up without any resolution. A slew of updates took place about a month ago. So I speak to another rep via chat who tells me I’ve been allowed to play while my location is “out of state” ! This perfectly explains why there is a disconnect with the server and my app as the never winning losses are not concurrent with the odds whatsoever! I had been sitting on my couch in Ky and was playing the game prior to the rep telling me their system showed me out of state and that was why I was having issues! So this a issue between the geolocation server and the game server. I was allowed to place bets while showing not in state and would not win anything at all because the game server pinged me as out of state. During these times I realized I could play at other places and get some wins, but not while connected to my home network. This is very very unfair to me and probably many other people. I spent hundreds over the 6-8 months this has happened and did not get any wins. Then suddenly one day it’ll kick in and the wins are concurrent with the odds. Every month the same thing happened. Needless to say, I can’t access the game from my home at all now therefore I rarely play in the past month.

  

  Business Response

  Date: 11/09/2023

  Hello ***,

  Thank you so much for reaching out. We do certainly apologize for any issues you may have had with your account and the app. We have responded to you directly to address your concerns and hope it provides answers to your questions. If there's anything else you need, you can always contact us directly at the email provided and we'll be happy to assist you. Hope you have a wonderful day!

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  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.

  App is a complete scam takes your money but will not allow you to use it or give a refund

  

  Business Response

  Date: 10/30/2023

  Hi there ******,

  We're truly sorry to hear that you experienced some issues while trying to use the app and know what a headache that can be. Upon checking, we do see that you have an open case regarding this issue. Your patience is greatly appreciated as we continue to work through this and know, you will be contacted when an update is available. We appreciate your continued support. Take care!

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  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.

  Denying me the money I fairly won and making me suffer for their pure enjoyment by violating my privacy. They are using my drug use as a reason not to pay me.

  

  Business Response

  Date: 10/09/2023

  Hi Marsha,

  Our deepest apologies to hear that you have not yet received the money that you won. This is certainly not the experience we want for our players to have. Would you please reach out to our customer support at 877-789-4532 or [email protected] so that we can look into this matter? Please be sure to let us know what game you played, when you played, and how much you were supposed to win. We'll be happy to look into this for you. Looking forward to it. 

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You have clearly not done anything of that nature to resolve the issue of giving my winning to the wrong people several times. I'm not dead and I have never been married.  You have not yet to investigate the issue of all the people involved including the police department.  You have definitely dropped the ball on this.   I need some cash in hand immediately.  ** **** *********** HAVE A GREAT DAY
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  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 played online games for a long time. Two days ago, in the middle of an online game, I received a pop-up of a 1009 error. I still received the error after several attempts to sign-off/sign-on and replay the game. It has been over 48 hours since this error appeared and every time I attempt to play the "unfinished" gave, I still get the Error 1009 notice. I have contacted customer service and all I get is "its still in queue", " we will contact you when it has been fixed", "it's still in progress."
  
  This is not a site-wide issue because other players are still able to play. This is either isolated to my account or to a small portion of players' accounts. It is unacceptable to take someone's money (allowing deposits) but not allowing the person to play. There should be no reason that an update cannot be provided, that an explanation for the error is not provided or that this error has not been fixed in the more than 48 hours since it occurred. What makes this even more unacceptable is that others have had this same error and had to complain to the BBB for the same reasons yet the KY Lottery still has not corrected the issue or their response to this issue!

  

  Business Response

  Date: 08/17/2023

  Hello *******

   

  We're truly sorry to hear that you are experiencing an error while playing one of our games and understand how upsetting this is. We also understand your concern with not getting a proper update on the progress of your case. Please know that our team is working diligently to address this issue so that you can continue playing. If you wish to simply be refunded the money you lost, please let us know. Your patience is greatly appreciated.  

  Customer Answer

  Date: 08/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is clearly an ongoing issue and should be addressed more effectively.  It took a complaint with the BBB to get KY Lottery to fix the issue. However, I still have not received the promised email to update me on my account issue. Refunding my losses is a good start but more attention needs to be given to this issue and how you are handling it.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 08/21/2023

  Hello *******

   

  Our apologies to know that you experienced this issue and know how upsetting that can be. We have since resolved the issue and an email communication was sent out letting players know the issue was resolved. If you did not receive the email, please let us know, but for your reference, here is the communication that was sent.

  "Thank you for your patience. We are happy to inform you that the issue you experienced with the Instant Play game Reef Riches has been resolved. At this time, the stuck game has been completed and any pending payouts from that game have been credited to your account. You will now be able to purchase any Instant Play game you choose"

   

  Let us know if there's anything else we can assist with. All the best!

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  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 been playing instant play games on the KY lottery app for two years literally play daily lost thousands upon thousands they advertise people winning large amounts of money making it seem like it's possible to win large amounts of money now the odds of me winning a large amount when playing two years everyday most days all day long I've never won an amount over $150 I believe these advertisings of the people that won large amounts on instant play on KY lottery app are false advertisment I believe these people don't exist and I would like to be shown proof that they do. if they can not provide that than I'd like all the funds I've ever deposited be returned to me due to false content, false advertising, misleading information KY law and is a suitable lawsuit

  

  Business Response

  Date: 08/14/2023

  Hello *******

   

  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. We do encourage you to stop
  playing if you feel this is becoming a problem. If you need assistance with
  gambling addiction, please contact 1-800-GAMBLER **************** through
  either call or text.

   

  Regarding proof of winners, you can always visit our winners page here: ************************************************** Wishing you well!

  Customer Answer

  Date: 08/16/2023

  The response was to check out the winners on the app. Well that is exactly the complaint I'm filling I believe those people you have listed are false I don't believe they exist o believe KY Lottery post those false winners as a way to give false home and lore people in so the app can do what it's programmed to do take people's money if your not able to show legit proof that those big winners you have posted exist or return my deposits then I'll be taking my complaint to the next level including contacting news and socail media post