Complaints
Customer Complaints Summary
- 97 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: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.Initial Complaint
Date:12/30/2024
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 app and website are completely unusable and there are no clear terms of service available online. I deposited 60$ and cannot withdraw. When I try to play the game I’m met with a “location error”. I have my location services on my phone enabled. It seems like they have robbed me of 60 dollars.Business Response
Date: 12/31/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/30/2024
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 money into the ky lottery app but am unable to purchase tickets. It is saying my location is not on. I have enabled my y location but I still cannot purchase tickets!Business Response
Date: 01/02/2025
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/20/2024
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.
Ice tried reaching out to kentucky lottery 1000 times because although it used to work on my phone it won't kow says error 1606 can't access via my location that's bull crap. I opted in for mobile geo location too and NOTHING IM PISSED I ADDED MONEY AND CANT USE IT!!!Business Response
Date: 12/30/2024
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:12/13/2024
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.
Kentucky Lottery App has serious problems that are suspect. I often play several numbers with pick four. Kentucky Lottery App has one more than one occasion locked me out of a pick four number selection that ended up winning. I would pick a series of number and the APP would let me play those numbers but when I happen to pick the winning number to play, the APP said my location was not showing correctly. The APP let me play the losers just fine but had issue with me playing the winning number on several occasions. So ten seconds after the mid day winner was posted, it finally let me play my numbers, which would have been a five thousand dollar winner had it went through five seconds earlier.Business Response
Date: 12/17/2024
Customer Support has followed-up with the player directly.
Thank You.Initial Complaint
Date:12/13/2024
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 been a member of KY lottery online for roughly a year and recently I added funds to the account to play powerball and when I went to purchase a ticket it claims I am not in Kentucky. I have tried logging in from multiple devices all within Kentucky boundaries and each time it says the same thing. I have reached out to their customer service and requested a refund as I am not able to withdraw funds added to the account only winnings which there are none since I cannot play. I have multiple other betting apps that all verify location and have never had an issue except with the KY lottery. I just want my money back since I cannot use the funds added to my account.Business Response
Date: 12/17/2024
Customer service has been in contact with the player and a
resolution is in place.Customer Answer
Date: 12/18/2024
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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:12/12/2024
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 time I go to play a game it always gives me the error that they were unable to verify my location. As if I’m not within Kentucky lines. I’ve done everything possible in my iPhones setting to fix it, it’s not a problem with my iPhone at all, it’s on ky lottery’s end some where. My phone company is listed as one of the ones that offer geo-location services with ky lottery so that’s not the problem either. I can put money on my account no problem. But to play the money, it’s pure hell! It’s becoming very aggravating to be honest, and I want the problem fixed and solved once and for all! Please help!!!!Business Response
Date: 12/19/2024
Customer Support has followed-up with the player directly.
Thank You.
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