Complaints
Customer Complaints Summary
- 98 total complaints in the last 3 years.
- 31 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:07/22/2025
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 play KY Lottery online from time to time and when I’ve won in the past, since the very beginning I’ve always gotten an email from them within 24-48 hours that lets me know that they’ve received my request for a check and that it’s being mailed to me. So I requested a check the morning of 7/14/25 approx at 9:30 am and after I hadn’t received an email I called them that Thursday 7/17/25 and an incident ticket was created. I called again Monday 7/21/25 and the girl I spoke with was confused and stated they had 2 addresses for me instead of the just the one address I updated it to about 2 weeks prior which it should just be my new address ONLY! and she told me that she would be sure to have an email sent regarding my check. Now it’s 7/22/25 and still no one has reached out to me about my check! Still no email and no resolution. If this is how they are going to conduct business when someone wins on their site, then they need to just shut it down! Furthermore… they really need to be investigated because other states run triple lotteries have 2-5 times the amount of triple numbers that fall on the pick 3 and the quadruple numbers that fall on the pick 4. The pick 4 quadruple numbers are all but non existent in the Kentucky Lottery and the triples fall 1-2 times a year almost as if they are programmed to do so instead of just falling fairly. These algorithms they are using for the computers to pick the numbers are not random at all! I know because I’ve been playing from the very beginning and I see the difference. Also, they need to be required to let the public know that they have changed the odds of winning with the scratch off games. I used to win fairly and every blue moon I would win between $200-$500 now all I buy are duds and if I do win it’s $25 or less. I’ve watched the Kentucky lottery plummet and now it’s just completely unfair and needs to be investigated!!!!
Business Response
Date: 07/25/2025
We have confirmed that the player has received the email confirming their check has been processed. The player's check has been issued and is going to the correct address. Customer service contacted the player and left a voicemail letting them know the check was issued. Thank you.Initial Complaint
Date:07/16/2025
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 purchased an igift ticket in the amount of $24.00 on July 9, 2025. I uploaded the ticket that same day, and over a week later it's in a "pending" status and hasn't uploaded to my account. I have called and emailed KY Lotto numerous times to have them fix it, but over a week later, nothing has been done. Spending $24 on a product/ service and not getting that product/ service over a week later is not acceptable. Please do better.Business Response
Date: 07/22/2025
This issue has been resolved and the player should have been able to receive their funds.Initial Complaint
Date:07/14/2025
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.
My complaint is basically about customer support. They seem to be instructed not to attempt resolving issues. I assume that has a lot to do with no one oversees ky lottery , they investigate themselves so there’s nothing complaints can do to affect them. Playing the lottery online I expected genuinely fair play since it’s the KY. Lottery after all but they use every tactic in the book to keep me from winning since i deposit 850 a week every week they’ve taken advantage of me . When I’ve spent hundreds of dollars playing a game and close to a win because that’s how RNG work they kick me out of the game to throw the algorithm off so all the money I spent was for nothing . They’ll say couldn’t verify location but it only happens when it happens to benefit the site, or say bad connection when I have a very strong connection. The only game that won’t work is the game of the week . When I hit a bonus the site logs me out then I win 2 dollars on the bonus from a 20 dollar game . I have plenty of friends that play and the chat is always available for them but never open for me . Then they make it virtually impossible to pull up your game history or transaction history because every bet is counted as a transaction and u can only search 1 page at a time. It took me 7 hours to find all my week’s transactions and 894 pages . They have the site set up like it’s 2004 . Your only allowed to deposit 850 a week but they count failed transactions towards your weekly deposit limit. I spoke with someone today and they said if I try to make a 850 dollar deposit and it fails I will have to wait until next week to play . And then the way use the charity aspect as a why they don’t care what customers think but I find it odd they use the same tactics as sweepstakes and online casinos when they claim most of the money goes back to players in the form of winningsBusiness Response
Date: 07/22/2025
Our team has
tried to reach out to the player by telephone (the number provided is out of
service) and by email to request additional details to enable us to investigate
their concerns, but we have not received the requested details to date.
Lottery games are games of chance. Players and the public can always
check the odds and rules of our games by visiting our website. Each play
is independent, and the previous outcomes have no bearing on the outcome of a
future play. We will continue to attempt to contact the player directly to
address their questions and concerns. Since the player is unhappy with the
frequency of his wins and is not enjoying playing the lottery, we recommend
that if playing the lottery is no longer fun for them, they should stop playing
lottery.Initial Complaint
Date:06/19/2025
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 used the lottery machining & bought tickets 2 different times at the **** ****** gas station in Bowling Green, Ky on 6/15/25 totaling 70 dollars, both times the machine jammed up and the cashier had to open it & told me the money would automatically go back on my card & gave me a receipt and told me there was nothing she could do but if I didn't see the money back in my account call the number on the receipt. Today is 6/18/25 and my money still hasn't been reimbursed i have called the Kentucky lottery number 2 different times and each time the time frame keeps getting longer and longer at first they told me within 2 business days and the last time I spoke with them they told me it would be 10 business days. I don't think they have any intention of returning my money and I want some kind of resolution preferably my money backBusiness Response
Date: 06/23/2025
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:05/14/2025
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 won 2 bonuses one morning in a matter of 5-6 minutes Grand totaling $700 some dollars. I literally had to fight with them for right at 5 weeks to get my money. I'm kind of mad because I mean I wasn't credited much less even offered any bonus bucks to go in my account meanwhile I'm waiting for like almost $1,000. I think it's unfair and unjust.Business Response
Date: 05/22/2025
This matter has been previously resolved. If there are any questions or concerns, please feel free to contact customer service at 877-789-4532 or email ******************. Take care!Initial Complaint
Date:05/05/2025
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.
Hello,
I am a regular player on Kentucky lottery online app. I have my far share of losing, but I always understand you cannot win always and the odds are against you. But tonight it was blatantly clear I was wronged. I had a great win on a game and the app glitched. This app always glitched, literally multiple times a day. But when I logged back it had me play the game I left off when app glitched, restored spin but it was not the win I had. I have provided screenshots stating I did win over $1,400 but on transaction page it does not list As you can clearly see times are provided on each screenshot. I just want my winnings and continue playing the app. I put a lot of money through app to have this happen to me. I feel cheated to the core. Thank you so much with the help. I would consider receiving the $1,400 in bonus bucks or money & bonus bucks to come to a resolution faster
Best regards,
******* ***** ********Business Response
Date: 05/14/2025
Customer Support has attempted to contact the player directly.
Thank You.Customer Answer
Date: 05/16/2025
Complaint: ********
I am rejecting this response because: I haven’t seen any communication through phone or email yet. I can provide all screenshots from that day with history of transactions
Sincerely,
******* ********Customer Answer
Date: 05/22/2025
Complaint: ********
I am rejecting this response because: I haven’t seen any communication through phone or email yet. I can provide all screenshots from that day with history of transactions
Sincerely,
******* ********Business Response
Date: 05/29/2025
Hello,
Customer service has made multiple attempts to call and left voicemails with instructions. Please contact customer service at your earliest convenience at 877-789-4532. Thanks.
Customer Answer
Date: 05/29/2025
Complaint: ********
I am rejecting this response because I am providing BBB with information needed, would be more comfortable with a 3rd party helping out. I apologize if this is causing any issues. Can company provide what they would say to me on here?
Sincerely,
******* ********Customer Answer
Date: 05/29/2025
Complaint: ********
I am rejecting this response because: I am rejecting this response because I am providing BBB with information needed, would be more comfortable with a 3rd party helping out. I apologize if this is causing any issues. Can company provide what they would say to me on here?
Sincerely,
******* ********Initial Complaint
Date:05/05/2025
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.
Every Thursday I get bonus bucks for playing lottery jon line . 10 if I don't play that much and 20 when I play often. Well this week I didn't received any bonus bucks and I playedBusiness Response
Date: 05/05/2025
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:04/17/2025
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.
Have contacted an asked for over a month numerous times and continue to do nothing .I have asked to speak to tech support only to be told a ticket was submitted multiple times and they ate checking Into it for over a month. Everytime I call and say can I get a update they telle they submitted a ticket and someone will contact me to fix the issue ..and for almost 2 months no one has responded or emailed me or called or done anything .I'm sure they kept phone complaints please go listen to them just string me along ..I told them as long as I'm spending cash u don't care if they fix it or not ..but they have a tech department ,so if that isn't true ,then why hasn't someone contacted me ?Business Response
Date: 04/25/2025
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:03/17/2025
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 have uploaded the proof pictures . I Contacted via email the kentucky lottery three separate times . My keno numbers lit up all 10 matching numbers meaning I had won BIG life changing . I recieved no funds for my win . I've waited over a week for a resolution just to be told my numbers didn't match so I won nothing . The mental toll this has taken on me is unexplainable.Business Response
Date: 03/20/2025
Customer Support has followed-up with the player directly. This matter is considered closed. Thank You.Customer Answer
Date: 03/20/2025
Complaint: ********
I am rejecting this response because:I should be compensated for the stress this issue has caused me . Seeing you won $300,000 a life changing amount but received nothing .
Sincerely,
******* *******Business Response
Date: 03/24/2025
Customer service has already worked with the player and made a decision based on their findings. This matter is considered closed.Customer Answer
Date: 03/24/2025
Complaint: ********
I am rejecting this response because:You say condisdered closed . Of course that's your response. I wouldn't want to pay off $300,000 either . But what's due is due .
Sincerely,
******* *******Initial Complaint
Date:03/07/2025
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 have been attempting to use the Kentucky Lottery App after depositing $25 into my account and it won’t let me do anything, as it won’t verify my location. I have tried everything in my power to fix the issue but I’m at a loss. I’m in Kentucky, sitting at my home and it’s saying I’m not in KY!Business Response
Date: 03/17/2025
Customer Support has followed-up with the player directly.
Thank You.
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