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:01/24/2023
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.
Transaction done on 1.23.23 by KY Lottery where they took a payment of $50 from my checking account without authorization. I've contacted the company and they stated it was due to a returned check, which is not accurate according to my bank statements. And I still was not warned of this issue and did not authorize them to take an extra $50 from my account.
Business Response
Date: 01/25/2023
Thank you for the
question. It looks like you talked with our Customer Service on January
23, where they transferred you to Global Payments, our third-party vendor who
handles our bank account processes online. For specifics on your
situation, we recommend you call Global Payments at 1-800-500-1973.Initial Complaint
Date:01/18/2023
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.
I have reported through chat, e-mail, and by calling customer service that I keep getting an error message when trying to instant play. Both chat and the call to customer service states sent to tech but no response yet. I have sent 5 email to the help email and not once received any response to my concerns. It has been over two weeks and still not fixed. I have seen other complaints about this same issue here so it can't be new to the tech dept. I feel over two weeks is a sufficient amount of time to at least let me know the status of what is going on. Sent to tech is no longer what I expect to hear. A solution to the problem would be nice.Business Response
Date: 01/23/2023
We apologize for the delay in getting a response to you! Our technical team was able to revolve your issue on Friday, January 20, and Customer Service followed up later that day. If you need further assistance, please contact *************
Customer Answer
Date: 01/25/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*** ****
Initial Complaint
Date:01/16/2023
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.
I have a strange situation….I had a scratch ticket that I did not receive payment for due to computer error at a store in ******** **. I still have the ticket . I spoke to '****** ****** ' on the phone last week after first emailing,who said she would send $30 in scratch off coupons...but they never showed up. I emailed her back about it and left voice messages , but she never returned them. I still don't have the coupons she said she'd send , and no return emails . I don't know where this went wrong, but it was as simple as it gets ...but now it's been ongoing . The bizarre things are the emails I get back when trying the ‘help’ email, since the others aren’t being returned ( attached ) . The emails I get back don’t pertain to the problem or the question…it’s AI , chatbot stuff or something .
My address is
**** *** ** *** *** ******** ** *****Business Response
Date: 01/25/2023
We apologize for the delay, we did confirm that the coupons were placed in the mail on 1/18/2023. If you do not receive them by Monday 01/30/2023, please call our Customer Service at ************ for further assistance.Customer Answer
Date: 01/25/2023
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* *** find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** ***
I will do …thanks !
Initial Complaint
Date:11/21/2022
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 was playing an instant game on the KY lottery website with my phone and when I chose my bet and hit buy an error message popped up and said there was a problem and try again but when I backed out to choose another game I saw I was charged for the game I didn't get to playBusiness Response
Date: 11/21/2022
Mr. *******,
We’re sorry you were frustrated with your Instant Play
game experience online. Occasionally, games due experience a
glitch due to technical difficulties. As our call center stated when you
emailed in about this experience on November 18, when this happens the
game goes into an unfinished game status. On the main Instant Play page, a message pops up that identifies
your Unfinished Game and it includes a link, so you can finish the play. If you don’t choose to finish the play within 30 minutes, the
outcome of the game will be automatically revealed. You received an email
notification on November 18 with the notification of the game’s outcome.
If you need further assistance, please contact Customer
Service at *************
Thank you,
Kentucky LotteryInitial Complaint
Date:08/30/2022
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 just downloaded the KYLotto app on my phone and decided to give it a try. I tried to put in my bank card and they kept saying error something went wrong. So I put in my ACH. I tried to add money and an error popped up saying that something went wrong. I went online to try to load my account and it said that my location was off. I checked my location and it was on and fine. After a couple times of trying on Wi-Fi off Wi-Fi it then popped up saying I have reached my daily limit!!! But I have nothing in my account. I’m afraid they will take each time I tried to find my account!!! Their system seems to have a lot of issues and I may pay for it through my bank account! What can I do!? Wait for these multiple withdraws to come out???Business Response
Date: 08/31/2022
*** ******, we’re sorry to hear
this. We recommend that you contact our Customer Service team; they are
the group that can get this addressed for you. Please give them a call at
************.Initial Complaint
Date:08/28/2022
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.
Won a few times on their app and was transferring winnings to ******* not that it was much, $19, but I guess the app glitched and it was deducted from my balance in the app and was never transferred to ******. I took screenshots of my winnings and what I spent on *********** so I could prove I should have money in there, if they aren’t going to transfer it correctly. So frustrated by it all.Business Response
Date: 08/29/2022
Ms. ****, we’re sorry to hear
this. We don’t have a record of this with our Customer Service team, and
they are the group that can get this addressed for you. Please give them
a call at ************, and they will look into this for you. It would be
helpful if you included the date/time that this occurred and whether you were
playing on app or the website.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.