Complaints

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

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  Jackpocket Inc.

  100 Park Ave Fl 16 New York, NY 10017

  
• 

  Jackpocket Inc.

  209 North 8th Street Brooklyn, NY 11211

  

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.

• Initial Complaint

  Date:08/15/2025

  Type:Service or Repair Issues
  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 winnings are not being transferred to the withdraw bucket. not getting my winnings... it started with an amount i won -$26 on take 5 but i have noticed that my smaller winnings $2 , free plays- I also do not get.... then I think ...if they have thousands of user and are nickel and diming them like this... its adds up to a significant piece of change... do not use this app.... imagine if you win big- they will not pay you your money! BUYER BEWARE

  Business Response

  Date: 08/22/2025

  Hi ******,
  
  Thank you for reaching out. I reviewed your most recent support ticket *********** and see you provided us with ticket order ******** as an example of where you believed to be missing winnings. The winnings for this order were applied to your Jackpocket account on Friday, June 20, 2025, at 6:30 AM (EDT). You have since used these winning credits to place new ticket orders, including 5KJABK67 and PX4X7L39. 
  
  On June 25th, Jackpocket officially became part of the DraftKings family, and our app was updated. At this time, you had $1.50 in winnings remaining on your account. These funds were transferred to your new account with ********************** and this can be seen in your transaction history. 
  
  Our records indicate that you have been paid for all of your winnings under $600. Please note that for winning tickets with a prize total that is greater than $600, we will transfer the physical ticket to the customer in a secure manner so they can claim the prize. The means by which the physical ticket is delivered may vary based on location, the value of the ticket, and the requests of the customer. This transfer will be discussed with the customer ahead of time.
  
  Winning tickets cannot be scanned or redeemed at physical retailers, and your tickets do not need to be printed. The barcode on your ticket is covered by a watermark to prevent local ticket redemption by Jackpocket customers.
  
  If you have any questions, please let us know. We are happy to help!
  
  Best,
  Jackpocket Customer Support
  
  

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  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.

  SO I HAVE WON IN MY STATE OF ****. ON 08/13/25 I HIT ON OUR PICK 3 MIDDAY FOR $41.50 I GO TO WITHDRAW AND IT WILL KEEP ME IN A LOOP TELLING ME TO DEPOSIT FIRST AND THEN I CAN WITHDRAW , WELL I HAVE ALREADY DEPOSTITED MONIES TO PLAY THE GAME , SO I AM CONFUSED ON REALLY WHAT THEY ARE ASKING . SO MY MONIES IS STILL ON THE ACCOUNT . I HAVE NO WAY TO WITHDRAW BECAUSE I AM NOT SURE OF WHAT THEY ARE ASKING .. THERE IS NO PHONE # TO CALL ANYONE FOR ASSISTANCE ... I HAVE TRIED TO SEND AN EMAIL , KEEP GETTING BLOCKED FROM THAT PATH BECAUSE IT STILL KEEPS TELLING ME TO MAKE A DEPOSIT .... THIS IS A SCAM AND I WANT TO CANCEL MY ACCOUNT AND GET MY SPENDING MONEY OFF THE ACCOUNT ... BUT DON'T KNOW HOW AND NO PHONE NUMBER FOR HELP ..

  Business Response

  Date: 08/21/2025

  Hello *********,

  Thanks for reaching out to us. After reviewing your account, it looks like you created a withdrawal to your bank ending in **** on August 20, 2025. It looks like this withdrawal was successful on our end. 

  Let us know if you have any questions, we are happy to help! 

  Best,

  *******

  Jackpocket Customer Support

• Initial Complaint

  Date:08/11/2025

  Type:Product Issues
  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.

  Hello,I have deposited 1000 dollars into Jackpocket Casino on 7/30/2025. After wagering that money I ended up with a profit in my account which I requested to be withdrawn on 7/30/2025 and have still not received the money. I have made multiple requests for support with each one leading nowhere. I have screenshots on many of the emails as well as my account balance. There is no number to call and now I am getting an invalid response email when reaching out to Jackpocket Casino support. I am extremely frustrated with their response that seems like they are trying to keep the money to everything they can to make it difficult for customers to receive their profits

  Customer Answer

  Date: 08/14/2025

  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:08/10/2025

  Type:Product Issues
  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've been playing Colorado lottery games through jackpocket for a couple of years with no issue (small dollar purchases of powerball, lotto, etc). A few weeks ago they locked my account with no explanation. After several weeks of asking for help, they said I was banned and refuse to refund the money I put into the account to play with. I've seen others have had similar issues online. I just want my money back.

  Customer Answer

  Date: 08/14/2025

  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:08/04/2025

  Type:Product Issues
  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.

  Hi on 7/15 /25 ,i played the pick 10 lottery game on the jackpocket app ,and i won 94$ i withdrew the money and never received it .i reached out to jackpocket on several occasions telling them about the issue.they tell me they will look in to it with their internal team .then they informed me it was process on their end i should receive the money ,but as of to date i have yet to receive the money .and they keep telling me the same story each time i reach out to customer support so i feel like im getting the run ********* i would be happy if you could get this resolved thank you.

  Business Response

  Date: 08/17/2025

  Hello ********, 

  Thanks for your response. I reached out to you via email with more information to provide to your bank to locate the transaction. Your bank will be able to use the trace ID information to locate the transaction for you. 

  We appreciate your patience! Please respond directly on your support case for further assistance. 

  Thank you, 

  ****

  Jackpocket Customer Support

  Customer Answer

  Date: 08/19/2025

  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:08/04/2025

  Type:Product Issues
  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 am filing this complaint regarding the Jackpocket app. I received a push notification stating that my lottery ticket was "pulled" and to check my results. However, upon tapping the notification, I was redirected to the apps home screen with no results shown. This is unusual, as Ive never received a "ticket pulled" message for a losing ticket before I normally have to check manually.I contacted Jackpocket support, and they claimed it was a glitch. However, this exact same issue has now happened a second time, under the same conditions. This raises serious concerns about the integrity of the results, possible manipulation, or undisclosed errors in how ticket results are processed or displayed.I have documented this with screenshots and time-stamped evidence. Jackpockets vague responses have not addressed the core issue or explained what pulled means. I believe this issue either reflects a serious system bug or something more concerning.

  Business Response

  Date: 08/16/2025

  Hello *****, 

  Thanks for reaching out! The notification you are receiving with the subject "Hey! One of your drawings was pulled - please go check your results!"- simply means that the winning number were selected, and the results are available in the app for your viewing. 

  We have passed along the feedback regarding this notification to our team for review. We appreciate you sharing this as we are always looking for ways to improve our customer experience. 

  We apologize for any confusion this notification has caused. 

  If you have any further questions, please reach out to us at ********************************** and we'd be happy to help!

  Best,

  *******

  Jackpocket Customer Support

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  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.

  Locked out of my account for no reason, they keep sending me bogus links to change my password, no live support, just a bot that gives you a case number, then sends a link that does not work

  Business Response

  Date: 08/16/2025

  Hello ******,

  Thanks for reaching out! Your account security is our priority and for that reason, we've restricted your account until you can reset your password.
  To change the password on your account, visit the password reset page:

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

  Please make sure you select "Personal Information" instead of "SMS Text" for verification and then complete the remaining steps.

  After your password has been reset, you'll receive a Two-Factor Authentication code and can log in as normal.

  If you have any other questions or concerns, please don't hesitate to let us know.

  Best,
  *******

  Jackpocket Customer Support

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  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.

  Requested a withdraw from Casino winnings back on July 12, 2025 of $12,000 and I am still waiting for my funds to be deposited. I have sent all documents that was requested. I have emailed numerous of times, I have tried Live chat when available and I still can't get any answers. All I would like is to get my winnings.

  Business Response

  Date: 08/10/2025

  Hello ********,
  
  Thank you for sharing your experience.
  
  You may have had trouble receiving assistance if you mistakenly contacted the Jackpocket Lottery team.
  
  Please be assured that your complaint has been passed on to the Jackpocket Casino team. If you like, you may also email them at ********************************************************************. 
  
  Best,
  
  Jackpocket Customer Support
  
  

• Initial Complaint

  Date:07/25/2025

  Type:Billing Issues
  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 June 25, 2025 you could not use the jackpocket site until you updated as Draft Kings and Jackpocket supposedly merged. It would not update and my account was locked. Many emails back and forth. My account in Draft Kings was fine at first and they gave you a bonus of 5.00 for lottery tickets which I used. Draft Kings insisted my account was fine until this week when Draft Kings banned me and said it was final and that they would not discuss any conmunications. They kept saying there was no funds. Jackpocket on the other hand, also refused to let me know what I supposedly did, and kept blowing me off and saying my account was locked. They are refusing to give me my funds of ***** saying that due to the closure circumstances, I will not get my money. I want my money, an explanation as per there policy. They have breached my contract "A key issue is the lack of a clear explanation for the account closure and fund confiscation. If Jackpocket withholds funds without providing a specific reason, users are left in the dark about the alleged violation and are deprived of the opportunity to appeal or rectify the situation. " If you believe your account was unfairly blocked and your funds were unjustly confiscated, you may have legal recourse. Potential avenues for redress include: Breach of Contract: If Jackpocket violated the Terms of Service by blocking your account without a valid reason, you may have a claim for breach of contract.Fraud: If Jackpocket engaged in deceptive practices regarding account closures or fund withdrawals, you may have grounds for a fraud claim.Consumer Protection Laws: Federal and state consumer protection laws prohibit unfair and deceptive business practices, and these laws may apply to Jackpocket's actions. I am so sick of being taken advantage of. They are fraud's

  Business Response

  Date: 08/08/2025

  Hello ********,
  
  Thank you for sharing your experience.
  
  Our team has reviewed your account and, due to a violation of our terms of service, your accounts are permanently restricted.
  
  However, I have reached out to you by email so that you can collect the winnings from your Jackpocket account. At your earliest convenience, please reply to our message.
  
  Best,
  
  Jackpocket Customer Support

  Customer Answer

  Date: 08/19/2025

  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:

  They sent me the ***** in my account. Please note, they only did this because you got involved for me. I accepted my money back which was mine and they had no right to keep it.  I have no choice but to accept my money back but I still think it is a shame they do this to undeserving people. They need to change their rules to reflect that they do not tell you what you supposedly did and the rule should state that it is there decision and you have no right to fight.

   

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

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  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 locked out of the account for over month or two. It said owed money. It gave $10 free lottery purchases then did not allow me to use it. You locked my account with a deposit.I put more money in assuming this would resolve the issue and still I cannot access the account. I dont have my money back and I have sent numerous messages via the app, sent email to Jackpocket and no resolve. No one responded. Do what u owe me and Give me my money back or fix the account. You have my money but locked the account

  Business Response

  Date: 08/07/2025

  Hello ******,
  
  Thank you for sharing your experience.
  
  On June 25, 2025, Jackpocket required an update of users' accounts as we joined the DraftKings family. As part of the update, we issued promotional credits in celebration. However, any accounts that were suspended prior to the update would be restricted after.
  
  As of June 25, 2025, your account was suspended (former language) and with the updated app your account was restricted. You were provided information regarding about the restriction and steps to have the restriction lifted. 

  Please note that I am escalating your case with our restrictions team and, once your account is in good standing, I will be happy to make sure you receive the promotional credits you received that may have expired while your account was restricted.
  
  Best,
  
  Jackpocket Customer Support

  Customer Answer

  Date: 08/07/2025

  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:

  [Your Answer Here]I have done everything to lift whatever account restriction you claim was on there because your system was poorly designed for money withdrawal and due to your lapse of management and instant withdrawal caused any delay . I also uploaded $20 and how u gave credits that cannot be used then take it back. Draft kings acquired then you shouldnt have allowed funds to be added to the account. Your app doesnt work to restore the account and Ive sent multiple messages asking u what to do because no one responds on the app. Your company has a lack of communication, insufficient software for fund transfers then u tell the customer its their fault. 

  It says I have a playable balance of $31 at no point my account was negated. You need better processes, software . Why would u hold on to it or not allow me to play it just hold it there. Then lock they account and have no communication horrible.

   

   

   

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

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 08/22/2025

  Hello ******,
  
  Thank you for following up. I have reviewed your most recent support communication with our team on ticket ***********. It looks like our team was able to remove the restriction once the repayment was made and also applied the $10 credits from the promotional period. You are all set! If you have any other questions or concerns, please don't hesitate to reach out to our team at support@jackpocket. We are happy to help! 
  
  Best,
  Jackpocket Customer Support