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:08/10/2023

  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.

  I’d deposited 10.00 into my online account back around June 13, 2023, was to,d I could not play online because of my location. The person on the online chat said I would be receiving my money back. I’ve contacted them several times and on the phone to have their employee be rude and hateful. I just want my money back. Thanks

  

  Business Response

  Date: 08/10/2023

  Hi ********

   

  We're terribly sorry to hear that you still have not received your refund and the poor customer service. This isn't the kind of experience we want for any of our players. After checking, we see that the refund was issued on our end. If you have not done so, you will need to contact your financial institution about the status of your refund. Let us know if there's anything else we can assist with. All the best.

• Initial Complaint

  Date:08/08/2023

  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 deposited various amounts of money in the KY Lottery account in the past weeks and after buying a few tickets online and a remaining balance of $142.00 and $20.00 in winnings, I am no longer able to place wagers. When I used the chat function I am first asked for my date of birth and SSN. So, first they make my funds and wagering unavailable to me and then they want more PII for more scamming opportunities. I formally request my wagering capabilities be restored or all deposits and winnings be refunded immediately. My profile is complete and up to date. Location service is and has been turned on and there is no reason for this scam. Reading other similar complaints, it appears the KY Lottery folks make this a sport, quite possibly so customers provide sensitive information to anyone on the chat line.

  

  Business Response

  Date: 08/08/2023

  Greetings *******

   

  We do apologize to hear that you are unable to place wagers on your account and understand how incredibly frustrating that is. The reason our agents require you to provide your date of birth and SSN is to verify you are who you say you are. This helps protect your account from unauthorized access. You will need to contact our customer service at  ************ or ****************** and provide the necessary information so that we can assist you. Wishing you well.

  Customer Answer

  Date: 08/12/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After contacting associates as requested two times, they were unable to resolve the matter even though they were able to confirm my loaction. The latest claim is that they needed to elevate the issue but refused to provide an estimated time frame when or if this will be resolved. This organization still holds a significant amount of money belonging to me and they make it impossible for customers to transfer these funds back to themselves. I had an online lottery account in VA while I lived there and I am wondering what is going on in KY that they can't run a website effectively or provide good customer service since they need it.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/14/2023

  Hello *******

   

  We certainly understand how incredibly frustrating this process has been and are working hard to get this resolved so that you can continue to play. We will make another attempt to remedy this situation, but know that if we cannot resolve this, we will issue you a refund. Thank you for your patience.

  Customer Answer

  Date: 08/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I reached out a total of 5 times, The issue has not been resolved and the email which was promised was unhelpful and asked me to reach out a 6th time "if" I still have problems. This organization is now insulting me. While I was on the phone a while back during my 2nd or 3rd try I was able to place a test wager but my account was immediately disabled after the call ended. I respectfully request a full refund immediately. I am wondering if it is criminal when a customer is unable to transfer their funds back after this corporation is unwilling or unable to provide the basic services advertised. I will look into whether a class action might be feasible. I usually have that much patience. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/07/2023

  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.

  I have been using the KY lottery website to purchase tickets. I have proof of several winnings that are not showing up on my account. When contacting the ky lottery corp, I have not had any luck, after numerous emails, in getting the winnings. I would like to officially close my account and cash out my winnings and any remaining money in the account.

  

  Business Response

  Date: 08/08/2023

  Hello *****

   

  We're terribly sorry to hear that some of your transactions have not been showing up on your account and understand how concerning that is. This is certainly not the experience we want to have for our players. We did attempt to contact you on 8/7/23 but was unable to reach you and left a voicemail. If you have not done so, you can contact our customer service at ************ or at ******************. All the best! 

• Initial Complaint

  Date:07/20/2023

  Type:Product 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 bought $20 worth of funds to play the KY lottery app, yet I can't play any Instant play game. Once I get to the game play screen and place a wager, it eternally loads and never does a thing. So I decided I would go online to play and I can't play there either, because it does the same thing! It seems like a lot of people are having similar issues. So if they can't fix this issue to play, I just want a refund of my money please.
  
  Thank you

  

  Business Response

  Date: 07/21/2023

  Hi ******

   

  We're terribly sorry to hear about this awful experience with both the app and the website and absolutely understand how frustrating this is. We'd love to help. Please reach out to our customer support team at ************ or email at ******************* We look forward to assisting you. Take care!

  Customer Answer

  Date: 07/21/2023

   
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:06/18/2023

  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.

  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. I us to play everyday and now nothing at all.

  

  Business Response

  Date: 06/21/2023

  Hi, ****

  Thanks for your time last evening. Our team is working on a system remap of your IP address that should enable you to play again once completed. We will contact you once that has been completed. If you have any further issues after, please reach back out to us at ************ so that we can further investigate.

  Thanks,

  The Kentucky Lottery

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service 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.

  Kentucky lottery restricting some Ky residents from playing online lottery.

  

  Business Response

  Date: 06/21/2023

  Hi, ******

  Wee're sorry you were experiencing issues playing Kentucky Lottery online. Our team has reached out via phone and email, but based on transaction history it looks like you are no longer experiencing these issues and have been playing once again for the past several days. If you experience geolocation issues in the future, please don't hesitate to call us at ************ or email us at ******************* 

  Thanks!

  The Kentucky Lottery

• Initial Complaint

  Date:05/30/2023

  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 put money on there but it won't let me play something about location

  

  Business Response

  Date: 05/30/2023

  Hi, ******

  Sorry to hear that you have been experiencing issues with geolocation. Our customer service team sees that you have been able to start playing again, but also reached out via phone and left a voicemail. Please feel free to return the call if you have any further issues. We'd be happy to remap your device in our system if needed.

  Thanks!

  The Kentucky Lottery

• Initial Complaint

  Date:05/30/2023

  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 made a deposit to the ky online lotto fun account. They completed the transaction from my cash app then neither the app or online site can verify my location. I called support and after being the location, opting in, browser settings and permissions (all of which were set correctly) it was a reboot then because I wasn't on wifi. So after a reboot and drive to public wifi it does exactly the same. Ot will say it can't find me but can show me the closest retailers based on my location it will say not allowed in my area. I mean what Jr high computer dork you got running the show up there? I have ATT 5g and a brand new s23 Samsung flagship phone. I could be eating dinner with the money they are just holding on to for a while because they aren't offering anything for it in return. Now I will have to spend a couple hours online and wait two weeks to get a refund as they clearly have no idea how to fix this rudimentary problem.

  

  Business Response

  Date: 06/05/2023

  Hi, *****

  We're sorry to hear you were experiencing issues with geolocation while using our app. Our customer service team has confirmed that the refund request was approved on our end last Tuesday and that the funds should have reached your financial institution within 3-5 business days. Please reach out to our customer service team if you have not received the expected refund.

  Thank you, 

  The Kentucky Lottery

• Initial Complaint

  Date:05/23/2023

  Type:Customer Service 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 seen the complaint before on Ky lotto where error code 1606 displays despite doing everything directed and researched to resolve. This is my primary complaint as I’ve called and emailed several times. I also have a couple other issues in the past couple months that have been reported but not addressed by the Ky lotto. I am home bound so my address does not change so this issue should be easily resolved in my opinion. I have not placed for several months and had deposited funds and was given bonus bucks to have a balance a little over $30, not much but still, a couple months ago I logged in to attempt to play and could not bc of the location issue but noticed my funds going down. I immediately reported and changed my pass word. This did not even get an acknowledgment, I’m very upset that absolutely nothing was done and my account went to zero until I recently decided I would try again….. I still can not play. Error code 1606 and someone accessed my funds. I’m about to completely give up, it’s redic, at least let me enjoy losing my money. That is absolutely not entertainment. I would never complain if someone from Ky lottery would actually respond to an issue even if it couldn’t be resolved, I’m understanding.

  

  Business Response

  Date: 05/23/2023

  Hi, ******

  Sorry to hear that you're having issues with geolocation. A customer service supervisor reached out this morning via phone to help with location troubleshooting, but was unable to make contact. Please give us a call back and we would be happy to get your account remapped in our system, if necessary, so that you can continue to play as soon as possible.

  Thanks!

  Kentucky Lottery Corporation

• Initial Complaint

  Date:05/22/2023

  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.

  The instant play lottery app will not work keeps telling me errors. I have called emailed and chatted with customer service since may 14th. I’m not getting awnsers and it has not been fixed. I have money on account and I’m not getting anywhere with customer support Please help!

  

  Business Response

  Date: 05/23/2023

  Hi, ********
  Thanks so much for your patience while we investigated the stuck instant play game issue some of our players were experiencing. We apologize that you were unable to play our games during that time period. Our customer service team has already reached out to you via phone and email, but we wanted to respond here as well to let you know that the issue has been resolved and to confirm that everything is indeed working on your end as expected. For your inconvenience, we also credited your account with Bonus Bucks this morning and hope you'll continue to enjoy playing the Kentucky Lottery. Please reach out to our customer service team if you have any further issues!

  Customer Answer

  Date: 06/20/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Kentucky lottery app is not working again I have put money on my account. There is an automatic message when u call the company. I have updated app, deleted and reinstalled app and it still will not work. 

  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 06/21/2023

  Hi, ********

  It was great to talk to you yesterday afternoon and we are glad to hear that your account is back in working order as expected. Please don't hesitate to reach out to us directly at ************ or ****************** if you ever experience an issue again. 

  Have a great day,

  The Kentucky Lottery