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Jackpocket Inc.
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

This profile includes complaints for Jackpocket Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 128 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 $100 deposit into Jackpocket Casino a few hours ago. Now, I cant log into the app to use my credits. The app says We will be back on October 5th - No explanation, no email notification. Just suddenly locked out. What kind of nonsense scam is this?

      Customer Answer

      Date: 07/16/2025

      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 and the matter has been resolved.

      Sincerely,

      ***** ***



       

    • Initial Complaint

      Date:07/12/2025

      Type:Billing Issues
      Status:
      Answered
      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 Jackpocket for a little over a year with no issues. On 6/25/2025 I was asked to login to the app again, as what happens with most apps. I entered the 2 step verification code correctly twice and my account was locked. For whatever reason it didn't accept the first correct code. I did the automated chat box to resolve the issue. No response. Tried the chat bot twice more as well and no response. Waited well after July 4th and sent several emails to support provided by them and still no response. I have checked my junk/spam folders and nothing. The case #s I received were *********** *nd ***********. I didn't keep the very first case #. From reading other peoples issues with this, it seems you need to submit your driver's license to them to unlock your account. I would like to cancel my account after this and I think there should be no issues with them refunding my balance instead, I believe it was *********************************************** the account since I started, as this card is now "protected".

      Business Response

      Date: 07/16/2025

      Hello ****,

      We've reviewed your account and your interactions with our support team.

      We can confirm that your messages to support have been replied to. Due to a violation of DraftKings policy, your account has been banned and is not eligible for reinstatement at this time.

      Best,
      Jackpocket Customer Support

      Customer Answer

      Date: 07/16/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
      What terms did I violate? I entered the correct verification code to login and my account was locked. A mistake on your end. Jackpocket refuses to unlock my account then refund my money. At the very least provide a phone # I can call to discuss this instead of sending me a generic message. They said they responded to my case, that is not true.

       

       

       

       

      In order for the BBB to appropriately proces your response, you MUST answer the question above.

      Sincerely,

      **** ******




       

    • Initial Complaint

      Date:07/11/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Jackpocket updated their app at the end of June 2025. Since then I can't login and have no access to my money. I have contacted them at least 12 times since June 28th and they haven't resolved this issue. They have literally stole my money.

      Business Response

      Date: 07/25/2025

      Hello ******,

      Thank you for sharing your experience. 

      We recently experienced significantly higher than usual volume of inquiries from users. This resulted in higher than usual wait times. 

      I've reviewed your Jackpocket account and your communication with our Customer Support team. I see that, since you reached out and left this BBB complaint, you've received replies to your support tickets including confirmation about your winnings. They also followed up with you in case you needed assistance with locating this information in-app from your end.

      We're pleased our team was able to assist you. If you have any other questions or concerns, please don't hesitate to reach out to the Jackpocket Customer Support team. We're happy to help!

      Best,
      Jackpocket Customer Support

      Customer Answer

      Date: 07/25/2025

      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 and the matter has been resolved.

      Sincerely,

      ****** ******



       

    • Initial Complaint

      Date:07/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ordered both lottery tickets for mega millions, lucky for life and rolling cash 5 ( which I received these ones) but I also purchased 3 scratch off tickets and still have not received I have tried to to communicate by email, but Ive gotten no responses I purchased all of these on the same day July 8 and it is the 11th **** still not have gotten any type of response at this point. I really just want to refund I will not purchase anything from this retailer again will go in store to make all of my purchases.

      Business Response

      Date: 07/25/2025

      Hello ****,

      Thank you for messages and screenshots.

      We've reviewed your account as well as the transaction in the screenshots you've provided. We've determined that your orders have successfully processed. In your support cases, you were provided instructions for locating and viewing orders. Our agents have not received replies to those instructions. We hope this means you no longer need assistance.

      If you have any future questions or concerns, please don't hesitate to email us at ********************************************************.

      Best,

      Jackpocket Customer Support

      Customer Answer

      Date: 07/26/2025

      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 and the matter has been resolve

       

      thia matter has been resolved and I did see I won money on my tickets however I never actually seen my scratch off tickets (I did look where they shouldve been   Not the first time I ordered them so I know where they should be and they normally send a email that they are ready) anyway it at least showed my winnings after I filed the complaint but will not be using their app in the future I will just go in the store

      Sincerely,

      **** *****



       


    • Initial Complaint

      Date:07/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had an account with the online lottery app Jackpocket, when they were forced to stop business in ********** I tried to withdraw my funds. The app is no longer responsive sense they stopped operating in ********** and I was unable to withdraw my money. The app says no withdrawal methods are available. The app has become almost unusable since they ceased business in **********. I tried emailing them but couldnt reach a human.

      Business Response

      Date: 07/20/2025

      Hello *****, 

      Thank you for reaching out. We apologize for the delay as we received a higher than normal volume of inquiries. After reviewing your account, it looks like our support team was able to process the check withdrawal request in the amount of $24 to you. You are all set! 

      If you have any further questions, please contact our support team at *********************************** We are always happy to help! 

      Best,

      ****

      Jackpocket Customer Support

      Customer Answer

      Date: 07/21/2025

      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 and the matter has been resolved.

      Sincerely,

      ***** ******



       

    • Initial Complaint

      Date:07/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 cancelled my account without cause just as I bought tickets. It feels like I might have won but they are using some bullsh$t cause to keep my winnings.

      Business Response

      Date: 07/18/2025

      Hello *******,

      Thank you for raising this complaint.

      Due to a violation of Jackpocket policy, your account has been restricted and is ineligible for reinstatement.

      Best,

      Jackpocket Customer Support

    • Initial Complaint

      Date:07/04/2025

      Type:Product Issues
      Status:
      Resolved
      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 three scratch tickets on 6/24/25. The night of the 24th, the app was updated and my tickets were lost. I have written a minimum of ******************************************************************************************************** a real person to talk to and I sent them screenshots of my order and still no refund or resolution. I cant believe the CO lottery would rip me off like this! Unbelievable!

      Business Response

      Date: 07/17/2025

      Hello *****,

      Thank you for sharing your experience. 

      We recently experienced significantly higher than usual volume of inquiries. This resulted in higher than usual wait times. Creating multiple messages to support also results in increased resolution times.

      I've reviewed your Jackpocket account and your communication with our Customer Support team. I see that, since you reached out and left this BBB complaint, you've received responses to all your messages to support. 

      If you have any other questions or concerns, please don't hesitate to reach out to the Jackpocket Customer Support team. We're happy to help!

      Best,
      Jackpocket Customer Support

      Customer Answer

      Date: 07/17/2025

      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 and the matter has been resolved.

      Sincerely,

      ***** *********



       

    • Initial Complaint

      Date:07/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 June ******* I was asked to update my Jacpocket Account. After going through the update process I am no longer able to access my account. I received this message from Jackpocket: "Case *********** has been created for you. If you have any questions, feel free to reply to this email. We are currently experiencing high volume, we'll get back to you as soon as we can. Thank you for your patience. Jackpocket Customer Support". As of this writing I am still not able to access my account.

      Business Response

      Date: 07/16/2025

      Hello ****,

      Thank you for reaching out.

      I've reviewed your interactions with the Jackpocket Customer Support team as well as your account information. I see that you were unable to access your account because you had trouble updating and merging your Jackpocket and DraftKings account. You also were unable to log in since you were logging in from a restricted location, where you were not permitted to use the app.

      I'm also glad to see that, since you filed this complaint and submitted your support cases, you've successfully updated your account and have been able to log in. 

      If you have any additional questions, please don't hesitate to reach out to the Jackpocket Customer Support team. We're happy to help!

      Best,
      Jackpocket Customer Support

    • Initial Complaint

      Date:07/02/2025

      Type:Billing Issues
      Status:
      Answered
      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 July 1, 2025, I purchased a $20 scratch-off ticket through the Jackpocket app. After receiving the ticket in my account and revealing it, I won $250.When I attempted to claim my winnings and withdraw the money to my bank account, I was notified that I already had an existing account with ********************. As a result, they closed my current account. I believe the existing account may be an old account I no longer have access to, and I do not remember the login credentials or the email associated with it.I have reached out to Jackpocket multiple times via email, their live chat customer service, and social media and I have received no response whatsoever. The lack of communication has been incredibly frustrating. The account they claim is linked to me is currently inaccessible and may no longer even be active. I now have no access to my current account or the $250 I rightfully won.I have screenshots and documentation as proof of my winnings and the issues Ive encountered.Desired Outcome:I am requesting full access to my current Jackpocket account and the ability to claim and withdraw my $250 winnings. I would also like the old account (which I no longer have access to) to be closed or disassociated from my identity to prevent further issues. I expect a timely resolution and clear communication from Jackpocket.

      Business Response

      Date: 07/16/2025

      Hello ******,

      Thank you for sharing your experience. 

      We recently experienced significantly higher than usual volume of inquiries and this resulted in higher than usual wait times. For customers who created multiple messages to support, the wait times may have been greater due to having several agents receiving different information.

      I've reviewed your Jackpocket account and your communication with our Customer Support team. Since you reached out and left this BBB complaint, your account was updated and your winnings were sent directly to you. Your account had a restriction that required lifting before it could be updated. We're glad to know our team was able to help you get your account back in good standing and you successfully received your winnings.

      If you have any other questions or concerns, please don't hesitate to reach out to the Jackpocket Customer Support team. We're happy to help!

      Best,
      Jackpocket Customer Support

    • Initial Complaint

      Date:07/02/2025

      Type:Product Issues
      Status:
      Answered
      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 had an account I won $500. I sent $200 to my nephew. But I close the account, but I dont see any refund tomy bank account and I want to know why I cant re-login and see where the money went?

      Business Response

      Date: 07/16/2025

      Hello ******,

      Thank you for sharing your experience.

      We've reviewed your Jackpocket account and can see that it is still open and you've continued to place orders. We also see that you successfully updated your account and your winnings from before the app update are reflected in your account transaction history. 

      We don't see any messages to support. If you have any questions, please feel free to contact us at ********************************* Happy to help!

      Best,

      Jackpocket Customer Support

    Jackpocket Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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