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:05/19/2023

  Type:Service or Repair 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.

  On Monday May 8, 2023 I received a bonus playing cash drop instant play on app. I won 34.05. After bonus was complete it said technical error refresh browser or return to lobby. Once I did that and went to unfinished game the same bonus kept looping over and over and giving the same error. I called in, emailed in, ask for updates via email on when it would be fixed. Customer service said they had it over to the tech dept. But days later it still was the same. No emails from tech support was ever received. So I keep checking on my case number and now this week I was told my issue went to the game developer??? Needless to say I can't play the game, my money from bonus is not in account and it is now May 17 with no resolution yet almost 2wks later. I have cleared cache and data, uninstalled and reinstalled, tried on webpage, tried on my tablet as they suggested and still nothing. I just want to play and my bonus amount in my account. This has just been too long for a tech error not to be fixed. No one has yet to email me back from support services AT ALL.

  

  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: 05/23/2023

   
  
  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:05/19/2023

  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 was playing a instant game on Kentucky lottery website when I purchased and clicked reveal it loaded an error message. I clicked out of game, tried to reload and it gave me the error message again when it was loaded to about 15 or 16% out of 100. I logged out and signed back in then clicked the link to load the unplayed game. It still continued to load the error message when loading. So, going on now for 5+ days it continues to not load game and gives the same error. I've spoken with chat, called and emailed KY Lottery and to receive 1 email response stating a ticket was started and someone will reach out from IT at some point. All three forms of communication state they have no idea of timeframe to having error issue corrected. I've tried all suggestions multiple times, nothing works. Was told after the unfinished game was unplayed for 24 hours the system would send email stating if it was a win or a loss and automatically release. That's absolutely not true! Now, I do believe this will not take a rocket scientist to figure out the issue and fix for an IT department. It's seems either nobody wants to do their job in a timely fashion or if it is that hard severity to fix for IT maybe another IT department needs hired by KY Lottery. I've paid for a service, and the service is not being rendered. I've also wondered since there only response is "it's being investigated" if maybe a person should contact their attorney and request an "investigation" of their own. I spend way to much money on Kentucky lottery website to receive this form of customer service / support. It's really nonexistent when it comes to customer service, KY lottery doesn't seem to care nor try to address, communicate, and fix error issues in a timely . Clearly, it is evident with the none communication and the same excuse of "we have no time frame of when your problem will be fixed". As a former business owner in the state of KY I can confirm that this type of customer service would never be acceptable and the state of KY would hold me liable to return rendered services purchased from my business!! It's simply unacceptable KY lottery.

  

  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!

• Initial Complaint

  Date:05/17/2023

  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.

  Bought instant play, it refuses let me play. It’s stuck on an unfinished game. Sent multiple emails, messaged on FB, chatted with customer service, placed a call. Was told wait up to 36 hours for them fix. Still nothing has changed.

  

  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!

• Initial Complaint

  Date:05/17/2023

  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 lived in Ashland Ky my whole life. That is where I am now. I recently added funds & it is giving me an error. I have turned on Geo-location and still unable to play. Please fix this.

  

  Business Response

  Date: 05/18/2023

  Hi, ****** 

  Thanks for reaching out to us regarding your issues with the app. After speaking with our customer service team, it appears that we were able to get in touch with you and have Location Services remap your geolocation that was pinging in Nebraska to Kentucky. Please let us know if we can assist you any further.

  Thanks!

• Initial Complaint

  Date:05/10/2023

  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 been playing Kentucky lottery for a few months now and I just deposited money to my account. It keeps giving me an error code and states geo location not found. I haven’t changed any settings and I have never had a problem with it before. Please help

  

  Business Response

  Date: 05/18/2023

  Hi, *********

  We're sorry to hear about the troubles you've been having playing KY Lottery online. Our customer service team has reached out and left a voicemail at the phone number listed. They have also proactively created a case to have your account geolocation remapped. Please feel to return the call at your convenience and our team would be happy to assist you to get this issue resolved.

  Thanks!

• Initial Complaint

  Date:05/03/2023

  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 been playing the KY lottery online for months. Suddenly I'm getting an error message that says it can't verify my location and another error code 1606. I am within the state of Kentucky. They were OK with me adding money to my account but I can't do anything with it. Would you please try to help. Thank you

  

  Business Response

  Date: 05/05/2023

  Sorry to hear that you have been having geolocation issues. Our customer service agents have reached out via phone and email a few times in hopes of assisting with a resolution, but were unable to make contact. Please give us a call at ************ and our live agents can assist in getting your IP issues resolved. Thanks and have a great day!

• Initial Complaint

  Date:04/06/2023

  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 ky lottery for awhile but recently I deposited money to my account and it keeps giving me error code and say geo location not found everything is turned on and I am in Kentucky please help

  

  Business Response

  Date: 04/11/2023

  Thank you for reaching out. Our customer service team has reached out directly to the player to resolve this issue. It appears that the player's wifi gateway was mistakenly causing the player to appear as if they were attempting to play from out of state. An escalated priority internal case has been opened to have the player's wifi remapped so that they are able to access our services while using their home MAC address. An resolution for the player should be available within a few business days.

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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.

  On Jan. 11, I contacted the KY Lottery Corporation with a question about a retailer. I had won a $410 Keno prize at a local restaurant (********* - Middletown, Louisville) and they were not able to cash the ticket, saying they didn't have enough money on hand. I asked the lottery 3 different times - once through their web form, and twice via e-mail ([email protected]) whether or not a retailer has an obligation to have cash on hand to pay winners. To this day, they have NOT RESPONDED at all to any of the 3 inquiries. Their website says that "prizes of $600 or less may be claimed at any retailer"- I would like an answer as to why Keno prizes are apparently not included, but they refuse to answer. Thank you.

  

  Business Response

  Date: 02/15/2023

  We do see your emails, and where our Customer Service
  asked for some additional information to better assist you. Regarding
  your question, retailers can pay lottery winners in cash, or if they do not
  have cash on hand, a retailer may offer to pay by check or money order. All
  lottery tickets may also be cashed at cashing agents and super cashing agents
  throughout the state, or at the KLC Corporate Office.  We will follow-up
  with this retailer regarding your inquiry and to provide additional training.
  Thank you for your support of the Kentucky Lottery Corporation and our mission
  to fund college scholarships and grants for Kentucky students. 

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19388460, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I would accept this response if indeed I had received a contact from their Customer Service asking for more details - I never received any response from anyone. However, they have clarified their payment and cashing policies, and I would hope they would contact the business in question to make them aware of this. Having said that, you may close this complaint. Thank you.

  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:02/07/2023

  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 living in drakesky for years and when I try to play the games online with ky lottery it always says I'm not in ky this needs to be fixed I'm so frustrated I have got to play one time since i.open this account have them fix this issue!

  

  Business Response

  Date: 02/07/2023

  We are sorry to hear you are frustrated!  There are
  many reasons as to why geolocation may not work for a player. Please contact
  our Customer Service at 877-789-4532 for assistance with your specific needs. 

• Initial Complaint

  Date:01/30/2023

  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 won the progressive bank buster jackpot on line at the KY. Lottery app. This was on January 14th. 2023. In respect to the rules they laid out as stipulations, about what's required to win. IT STATES TO COLLECT 5 KEYS. I did that. They asked for my screenshot of my winning transaction. Then for data from my play history in my account. I CALLED TWO DAYS LATER that's when a support agent told me they are opening an investigation. They then sent me e-mail saying due to my volume icon coming up on my screenshot and it was capture in my picture. That is why i am unable to collect my winnings, and they closed my case. This information was emailed to me. The KY Lottery is trying NOT to honor this agreement by making up false violations.
  
  I wanted to see n keep my winning snapshot, thank the lord i did!! The game displayed all 5 keys, I won the jackpot but only got payed one dollar. That's when I tried contacting them, however at that time of night they were closed. I e-mailed them a very brief description about what had occurred.
  
  On that Monday, I called the office in Louisville KY. I needed to reiterate the reason they said i was ineligible to collect. Only after informing to them that I have sought out legal counsel did they reopen my investigation.
  
  Still no mention about opening a claim to collect. No one will answer my questions. I was suggested not to go to Louisville's office until investigation was completed.
  
  I have emailed support 3 times now request a case number. I received 1 response avoiding my question, followed by 2 no responses.

  

  Business Response

  Date: 02/01/2023

  We
  do see where you have an open case that’s actively being investigated by our
  Customer Service team.  They will be calling you to follow up.  

  Customer Answer

  Date: 02/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  
  
  Regards,
  
  
  
  **** *****

   

  No offer was presented to me.

  The same day their response was sent to B.B.B. is the same day support called me n said I had no claim.

  

  Business Response

  Date: 02/07/2023

  We appreciate her contacting us, and have followed up directly with the player from our Customer Support.  Upon a complete reiew, we have confirmed, with
  certainty, the correct game outcome was shown. Only 4
  keys were collected.   

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I would like to view my trans. Number while displaying my game for me to see what you say u r seeing. Like a instant replay.]
  
  
  
  Regards,
  
  
  
  **** *****

  

  Business Response

  Date: 02/15/2023

  Customer Service has reached
  out to you and confirmed that you did not win the jackpot, and that the outcome
  you received was verified on our system and was accurate. As stated in the game
  rules, the outcome of a ticket is determined at the time of purchase and the
  graphics are for entertainment purposes only. Screenshots or other images
  provided by players are not evidence of a ticket outcome. However, the
  screenshots provided do not show a 5th key. The correct amount of
  keys is displayed in the meter, with the correct corresponding prize amount. 

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  This entire process is formidable, and exhausting. Does the Kentucky Lottery use a outside third party authentication company that verifies they are playing accurately and not pockering honest tax payers money?

  
  
  
  
  Regards,
  
  
  
  **** *****