Complaints
Customer Complaints Summary
- 94 total complaints in the last 3 years.
- 34 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: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.
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.Initial Complaint
Date:02/28/2025
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.
They are flat running a scamBusiness Response
Date: 03/03/2025
Hi *****,
If you are experiencing issues, please reach out to customer service at ************ or email ******************.
Initial Complaint
Date:02/18/2025
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 opened a Ky online account 5 years ago and have never been able to use it. I have called several times over the past 5 years and each time they tell me they need to delete my account so I can start a new account but after I talk to them yet again to open a new account it won’t let me and error says my social security number is already used for another account I cannot get access to. I think 5 years is way to long to be waiting around and still can not play online lottery because someone’s not doing their job and deleted my old account I was never even able to access to begin with.Business Response
Date: 02/26/2025
We received your message to the Better Business Bureau and have reviewed your complaint. We apologize for the inconvenience and will reach out to you directly with a resolution.Initial Complaint
Date:01/23/2025
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.
The ky lottery is refusing to fix my ongoing issue with the deposit limit I have not had a fair and equal chance to win the jackpot I locked out my account for adding funds because of this issue they keep on closing my request without fixing the issue I have talked to multiple managers. I have been calling them every day since January 1 and I’m tired of KY lottery. I’m tired of them. I want a refund on all my money I spent since I’m locked out I personally feel like I need to file a complaint with the KY lottery legal department This company has showed that they are incapable of doing their job. They don’t care you have to repeat yourself every time you call with the same issue over and over and over again they are unethical. The managers need to be fired. Tech team needs to be fired. I have spent money only because I had access to win more and now I can’t win because I’m locked out my account the website crashes out games disappear out the blue I want a full refund for not having the ability to keep playing I personally feel like I’m entitled to 10% of each jackpot they get hit being I did not have a equal chance of equal opportunity as it states KYlottery has a breach their own contractBusiness Response
Date: 01/29/2025
We have previously provided an explanation to the player regarding the setting and changing of deposit limits. We are reaching out to the player directly to further address this complaint.Customer Answer
Date: 01/29/2025
Complaint: ********
I am rejecting this response because:
Sincerely, this issue first occurred December 15 of 2024. The company stated that January 2025 it will change back over to the default settings for the deposit limit. In fact it has not they keep on closing my technical support tickets every time I call back it has to be reopened. I left a message for the manager over a week ago for a phone call. No phone call back this is an ongoing issue. . I left a message for the manager over a week ago for a phone call. No phone call back this is a ongoing issue. The company is not doing nothing to fix the issue. The company refused to give me an alternate way to add funds to my account. People has hit multiple jackpots on the games that I play at this point I feel like a $1500 refund check is acceptable. I only spent money with the opportunity of winning more money. I don’t have the opportunity to win more money so I would like a refund of $1500 or the company can start arbitration there is no reason for ongoing excuses unethical responses no response responses. I have changed my deposit limits every day for the last 21+ days. Unacceptable. I do not have a fair chance to win the jackpot. I can’t add funds to my account. They refuse to let me buy a Ilottery gift card and then add in bonus bucks every time I play I win this has fully affected me financially not having the opportunity to win more money. I’m very disappointed in KY Lottery. This is unfair. And I was told that this is an ongoing issue because other people might be locked out of their account as well.
******* *******Business Response
Date: 02/04/2025
*** ********* account is not blocked. We have provided *** ******* with an explanation regarding our deposit limits, the timing of updating deposit limits, and the purpose for deposit limits. Wagering more does not increase the odds of winning. We are not able to assist Ms. Lillard with this matter regarding her deposit limits further and we consider this matter closed. Playing lottery should be fun. If playing lottery is no longer fun for *** *******, we encourage her to stop playing lottery.Customer Answer
Date: 02/04/2025
Complaint: ********
I am rejecting this response because: Kentucky lottery is a trying to avoid the main issue. The main issue is that the deposit limits will not change. They will not change even after you wait the 30 days or till the next month they will not change. This is been an ongoing issue since December 15 it was supposed to change over January 1 or January 15 of 2025 and in fact did not they are walking around the issue instead of facing the issue. They stated that they was going to get the technician to fix the issue to change the deposit limit back take responsibility for your actions. The deposit limits will not change once I lower them down They will not reset the deposit limit will not reset. This is a technical issue on Kentucky lottery and not my end and then they keep on talking about the wager. That don’t have nothing to do with my deposit limits. My deposit limits will not change even after I wait the allowed time required in Kentucky lottery rules and regulations it will not change. I find the KY Lottery has breach their own contract.
Sincerely,
******* *******Initial Complaint
Date:01/16/2025
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.
On January 13th, 2025. I deposited $10 into my account and the app or online wasn't able to verify my location therefore I could play any games nor could I use what money I did apply to my account! I can't get my lottery to even email me back!Business Response
Date: 01/22/2025
This matter has been resolved. Thank you!Initial Complaint
Date:01/02/2025
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'll put money on my Kentucky lottery and it just screwed me I can't win at that there's a big damage just to get somebody's money wished I never even downloaded thatBusiness Response
Date: 01/10/2025
We do apologize to hear that you were unable to win anything after playing. All our games are tested extensively to ensure that they are as fair as possible. You can always check the odds of any of our games by visiting our website. Please understand that ultimately, the lottery is a game of chance and winning is never guaranteed. We do encourage you to stop playing if you feel this is becoming a problem. If you need assistance with gambling addiction, please contact ************* **************** by either call or text.
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