Complaints

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:04/13/2025

  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 dont know whats happened to Jackpot.com as of late, but its been going downhill fast, with this past two weeks in particular. Recently, the quality of scanned tickets have been atrocious, scanned upside down, not fully scratched etc..Then, this past week, I had a scratch off that Jackpot.com DOESNT even offer on the app for purchase in my state given to me. An agent via email even tried to tell me it was what I I ordered until I responded with a screenshot and video recording. Its been days and still not credited to my account.*** also been recently running into the issue , 2-3 times over the past week or two, Ill win a ticket and the app will mark it a loser. With the volume *** played since my account opening, its impossible to go through every ticket and now Im on high alert with every single ticket I get just in case this scenario happens. Its happened in the past too, makes me wonder if *** ever had any slip past my eye.Then yesterday, while waiting over 48 hours to get the above issues fixed (I dont think finance **** works weekends bc this CONVENIENTLY always happens before a weekend, and it doesnt get solved til next business day after weekend) I made two deposits, BOTH with a card *** used hundreds of times, funds were charged, finalized as of this morning (not pending) and I was never credited. Upon reaching out to support, I have to wait for finance team, just like about my wrong ticket, the tickets marked losers, etc.ALSO, with each rep *** reached out to via support email, theyve all blatantly ignored, and i mean blatantly, my request to have something done about the service fees. With errors I stated above, I have to bear force and pay to deposit again and again, with the fees each time, because of error on Jackpots end and at no fault of my ******* this isnt able to be solved in a day, much less, immediately upon contact with an agent is beyond me.

  

  Business Response

  Date: 04/15/2025

  Hello Pierre,

  
  We apologize for any issues you have had with your scratcher orders. After a review of your account, I can see that all of your prizes were deposited to your Jackpot.com account balance. I also see that you claimed you received a ticket that Jackpot.com does not offer, but that the correct scratcher you ordered, with updated branding from the game issuer, was delivered as explained by our Customer Support team. We also see that you were issued a partial credit for this misunderstanding.

  
  Sincerely,
  Jackpot.com Customer Support

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23198313
  
  I am rejecting this response because:

  Head of Trust and safety reached out yesterday via email, attached most of it above.

  The whole ordeal about the $20,000 Holiday and $20,000 Frenzynot being the same ticket, in which we both provided our arguments with (myself with proof from CO lottery and references from *********) we were unable to come to an agreement and originally he provided $10 (half) of ticket amount, then as per his last exchange, went ahead and added the other half ($10) to my account, which to no surprise, the second half was never credited.

   

  Then in regards to service fees, I made a reasonable request, as, the examples I gave in which I had to incur ADDITIONAL service fees because of issues that were on their end, none of which I was at fault, stood on deaf ears. Nothing he was able to do.

  How is it that, when Im forced to make another deposit because I dont have immediate access to my winnings for days, due to a scratch card incorrectly being marked a loser when it was a winner, I have to burden the service fees due to a system error on Jackpots end, further having to wait days and email multiple times to get it credited, usually as their finance team doesnt work weekends?

  Or the fact such as this previous weekend, in which I made two $30 deposits on Saturday, they were not credited (I used the same card/method I always do, with thousands of dollars transacted with them in) obviously I incurred service fees for both deposits, then, as I stated above, I had to wait until Monday (obviously after reaching out again) to be credited. Not to mention the fact that I had to go to another provider to deposit and incur a whole other service fee as since the two $30 deposits didnt get credited, I would not try a 3rd time.

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

  

  Business Response

  Date: 04/16/2025

  Hello Pierre,
  
  As previously explained, the scratch card you received is the same game as you ordered. It is classified as Colorado game #*** and you may reference the link provided from our Trust & Safety team to confirm this directly with the *************************. You have requested compensation and credits multiple times from our customer service team. We have provided you with a onetime curtesy credit totaling $20 as a thank you for being a Jackpot.com customer, but we will be unable to provide any additional compensation.
  We would also like to clarify that you were not charged any additional service fees, you were only charged a fee when making deposits as outlined in our Terms and Conditions. This was also explained in our communications. Since you made deposits, those deposits were credited to your Jackpot.com account balance, and you spent those funds on additional lottery tickets you are not eligible for a refund of any fees.  
  
  Sincerely,
  Jackpot.com Customer Support 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23198313
  
  I am rejecting this response because:

   

  I doubt you read my previous response to the full extent. I reached out MULTIPLE times to support because, I had to FOLLOW up every single day as to why my account hadnt been credited yet, not because I was being a nuisance. It wasnt multiple times a day, unless there were multiple issues in said given day.

  In regards to the scratch card, yes full compensation was provided but only half that amount received as per time of this message ($10 credited of $20).

  Secondly, in regards to the service fees, they were for the deposit. The best instance I gave you is this past Saturday for example. I made two $30 deposits, $6 fee each, and because of an error on your end, my account balance was not credited immediately as is always the case. It wasnt a new payment method I used or anything of the sort where it wouldnt be applied immediately. 
  

  Obviously if the first two $30 charges werent credited I wasnt going to charge my card for a third time. I went to another ticket provider in which I incurred another service fee, but Im not asking for those to be refunded because the service was provided (i.e. funds credited to my account upon payment).

  Going forward, I also requested some of the service fees I had to incur to be refunded, not even monetarily, but as a credit. While you had stated that I purchased more scratch offs, yes thats usually the case if I win, I place more orders. BUT, I didnt ask for those service fees. I had asked for the fees from when, at no fault of my own, winning tickets were marked losers and I had to deposit and incur fees while it took days to get sorted and credited (as most times it was a Friday night and/or weekend , and finance team doesnt work then, nor is that stated on Jackpots site) as opposed to me using what should have been in my account balance, that wasnt for days.

  Since we are referring to Jackpots ToS, lets! See below;

  Section 20 Paragraph A;

  By creating a Player Account through the Service, and ordering State Lottery Tickets through the Service, you authorize Jackpot, as your agent and for and on your behalf, to purchase, possess and store State Lottery Tickets on your behalf, and to redeem low-tier (under $600) Winning State Lottery Tickets on your behalf.
  

  My winning tickets were to be redeemed by Jackpot being my authorized agent, as they were purchased and uploaded. They were but not until days later (which isnt referenced).

  Section 20 Paragraph F;

  Jackpot will use the funds in your Player Account with the Service to pay the licensed lottery retailer the associated payment amount for the State Lottery Tickets you have ordered. Jackpot does not charge any fees based on your placement of orders for State Lottery Tickets, or on any winnings or distributions you may receive in connection with State Lottery Tickets ordered through the Service.

  Section 22;

  All deposits requests are processed directly up to a maximum of 24 hours, subject to completing and satisfying the identity and age verification checks as set in Sections 6 and 7.

  Section 25 Paragraph A;

  If one or more of your State Lottery Tickets is a winning State Lottery Ticket, and the prize value is less than or equal to the applicable Redemption Threshold, we will automatically credit your Player Account with the amount of the prize value.

   

  The above is taken directly from the ToS on Jackpots site today 16/04/25. What I quoted above is in regards to service fees, myself not being credited right away for a winning tickets, etc.

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

• Initial Complaint

  Date:03/02/2025

  Type:Delivery 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.

  Never received the $150 I won through this business.

  

  Business Response

  Date: 03/19/2025

  Hello *******,

  
  We apologize if there was any confusion regarding the timeline for your withdrawal. When you submit a request to withdraw funds it must first be reviewed by our compliance team, which typically takes 1-2 business days. This is to ensure that Jackpot.com is following any regulations regarding the transfer of funds. Once approved the funds are sent via *** to the bank account you registered with Jackpot.com. An ACH transfer can take 3-4 business days to be reflected in your account but can vary based on your financial institution.  After reviewing your account, I see that your request was approved and sent out previously. I have included a verification of this transfer for your records. If need any further assistance, please contact us at *****************
  

  Sincerely,
  Jackpot.com Customer Support

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair 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.

  After reading reviews and doing research on it's legitimacy, I purchased scratch-offs on Jackpot com. I won $250. I requested a cash out. According to the website, the process takes 3-5 business days. I have yet to receive my cash out. The withdrawal has been pending since my request. I have requested status and the only response I can get it that they've escalated my request. Nothing else.

  Customer Answer

  Date: 03/05/2025

  Thank you for your attention. The business has paid me the winnings from my lottery ticket. 

• Initial Complaint

  Date:02/27/2025

  Type:Sales and Advertising 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 02/24/2025, I purchased 3 Linked Wins scratch-off tickets from Jackpot.com. When I scratched the second ticket, the winning number was 26; under your numbers, there was a 26. The prize amount for matching the two numbers was $100,000. I immediately took a picture. After taking the picture of the front, I went back in to get a picture of the back. Immediately, there was an entirely new ticket. The ticket with the winning number was completely gone. I have reached out to Jackpot.com several times. The only way you can contact them is through email. There has been no clear communication regarding the issue. (When and if they respond, the comment is, Kindly find our reply to Ticket IDbelow. Should you have any further questions or require additional information, please reply to this email.") Their reply to said ticket ID does not exist. I have all communication and pictures of the tickets. I sent another email today, 02/27/2025. Im very doubtful that there will be a response. If they do respond, there will be nothing answering the questions about the winnings. Ive never had any issues with Jackpot.com prior to this issue. This is a huge disappointment and very concerning. I only want the prize I rightfully deserve.

  

  Business Response

  Date: 03/19/2025

  Hello ****,
  
  We apologize if there is any confusion regarding your scratcher prizes. When you order a scratcher on Jackpot.com we obtain a valid ticket from a licensed retailer in your state and upload the scanned image of that ticket to your Jackpot.com account. When the ticket is uploaded to your account it will contain a default cover image that is not specific to your order. When you scratch the ticket on your device this default image will be scratched away, and the scanned image of your individual ticket will appear. The ticket that you are referring to, and sent images of to our customer support team, is not a winning ticket. I have included the full scanned image of your ticket for you here, and you may also view this in your Jackpot.com account.
  
  Sincerely,
  Jackpot.com Customer Support

  Customer Answer

  Date: 03/19/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 03/19/2025

  How is it that when I purchased many other scratchers for less pay outs ($50 or less) there was never a problem? When I purchased the scratcher and won $100,000, all of a sudden its a computer glitch. Of course, that is how scammers work. I was so excited and shared the results with many people I know and on social media. Only to be told, whoops its not a winner, the computer this and the computer that. The company (Jackpot.com) is messing with peoples mental health. How extremely sad that is.
  
  **** *****

  

  Business Response

  Date: 03/20/2025

  Hello ****,
  
  We again apologize if there was a misunderstanding regarding our initial response. The scratcher you are referring to and all the scratchers ordered on Jackpot.com work in the same way. A default image is placed over the scanned image of your scratch ticket, which you scratch away to reveal the image of your actual ticket. All of your Linked Wins tickets ordered have the same default image and are not specific to your order. I have again included an image of your completely unscratched ticket that you ordered. I have included the screenshot you sent to Jackpot.coms customer support team and highlighted two sections in this image. These two areas clearly show you are referencing the unscratched default image and that you have not completely scratched your ticket to reveal the final scanned image of your ticket.

  
  Sincerely,
  Jackpot.com Customer Support

  Customer Answer

  Date: 03/20/2025

  
  Complaint: ********
  
  I am rejecting this response because they are going to refuse taking any responsibility. Ive read numerous complaints regarding their scams. The picture they have attached are blurry and unable to see. I have the picture. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/07/2025

  Type:Sales and Advertising 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.

  Jackpot is lottery app well on 1/31/25 I made a purchase in NY STATE MIDDAY DRAWING and played 603 for a total of $1.00 straight a total of 4x and 603 $1.00 box 2x I hit for a total of $2160 on that day I made three withdrawals in the amounts of $140/$1,000/$1,000 within two days two of my withdrawal request where processed and deposited into my account now the last withdrawal request is still pending I went on the app and message customer support at first they would not talk to me stating that I had to message from the email on my account so I went to my profile to discover that my email was misspelled my actual email is ******************* but on my account profile it is misspelled ****************** so I emailed them a screenshot of my account profile showing the misspelled email address so they requested that I send them a copy of my drivers license so I did the email me back saying that they triple checked my account and they saw that two of my withdrawal request had been approved and for me to rest assured that the remaining requested withdrawal would be approved and request take 2-3 business days from date of request and it has been 5 business days no one has contacted me about correcting my email address in my account profile and now they are not responding to my emails I dont know what to do I have proof of sale also copy of the tickets

  

  Business Response

  Date: 03/07/2025

  Please see attached. 

• Initial Complaint

  Date:01/26/2025

  Type:Sales and Advertising 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.

  Im tier 15. I used to receive daily boost in the amount of 6 billions coins for a long time. Yesterday and today they change that for only 120 million. The explanation is that the system determines that. Well the system had already determined. Its very frustrating. Please help . It should continue with a boost that it was before. Thank you

  

  Business Response

  Date: 02/04/2025

  Hello *****,

  
  I sincerely apologize but I believe you may have contacted the wrong company to assist with your issue. Jackpot.com is a lottery courier service that allows you to purchase official lottery tickets from your computer or mobile device. We are not affiliated with any other companies and do not offer any tiers or coins to our customers.
  
  Sincerely,
  ********************** Customer Support

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising 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 opened an account on January 9, 2025, and everything was going well as I played a few scratch-off tickets. On January 24, 2025, I bought four $20 scratch-off tickets and received a notification that they were ready to be scratched. I scratched the first two tickets, but when I tried to scratch the third one, it skipped to the fourth ticket, indicating that the third ticket had not been scanned. I reached out to customer service and was told it was an issue on my end, but if that were true, I wouldn't have been able to view the other tickets. After about 30 minutes, I managed to scratch the third ticket, and it turned out to be a winner. I used those winnings to buy five more scratch tickets, but when I got to the second ticket, I couldn't scratch it because the third ticket had been scanned over it. I contacted customer service again and was informed that the "issue" was being escalated. Later, I received a notification that I had reached my account limit of $600 daily, even though I had only spent $245 of my winnings on additional tickets. I expressed my concerns about their business practices and decided to close my account. **************** replied that they had closed my account and would refund my remaining balance. However, they never resolved the issue with the ticket I couldn't scratch, which is concerning. They restricted my account by claiming I had reached a daily limit, closed my account after I indicated I would do so, and I wasn't given the opportunity to withdraw my funds. This app and their business practices raise significant concerns.

  

  Business Response

  Date: 02/04/2025

  Hello ******,
  
  I apologize if there is any confusion regarding your account and your orders. I do see that there was an issue with one of the scanned images for your order and the full price of that ticket was refunded to your Jackpot.com account balance the same day.

  
  At Jackpot.com, our mission is to provide a safe and entertaining experience for lottery players. Every account has a daily spending limit that can be customized by the customer to meet their individual needs and ensure they are only spending an appropriate and comfortable amount of money.The default limit for all accounts is $600 per day, and this amount includes all purchases not just purchases made with your winnings. You approached your limit on January 24th, 2025, and attempted to place additional orders that would have exceeded your daily spending limit. These transactions were blocked for this reason. You can read more about the resources and tools we offer by visiting our player protection page at ************************************************.
  

  As you indicated your wish to have the account closed, this action was processed by our support team. The balance of your Jackpot.com was refunded back to your original payment method used to deposit funds. If you wish to reactivate your account, you may do so at any time by emailing ***************************

  
  Sincerely,
  Jackpot.com Customer Support

• Initial Complaint

  Date:01/17/2025

  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.

  Why are yall letting this scam company rip off and steal peoples winnings ?? Why has it been 5 days and *** still have not recieved my money from my winning ticket this place is a scammmmm needs shut down!!! How many people have to be cheated and scammed out winning lottery money before yall do something??? If i play the lottery and tske my ticket to the store it doesnt take them over five days to pay me my winning money so why is this app allowed to hold peoples winnings for days orlonger?

  

  Business Response

  Date: 01/22/2025

  Hello Jasmine,

  
  We apologize if there was any confusion regarding the timeline for your withdrawal. When you submit a request to withdraw funds it must first be reviewed by our compliance team, which typically takes 1-2 business days. This is to ensure that Jackpot.com is following any regulations regarding the transferring of funds. Once approved the funds are sent via *** to the bank account you registered with Jackpot.com. An ACH transfer can take 3-4 business days to be reflected in your account but can vary based on your financial institution.  After reviewing your account, I see that your request was approved and sent out previously. If need any further assistance, please contact us at *****************
  

  Sincerely,

  Jackpot.com Customer Support

• Initial Complaint

  Date:01/14/2025

  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 funded my account but was charged twice and only credited one $29.03 amount. I have reached out to this company numerous times with no response. Waited with chat window open for multiple days with no response. I tried contacting the number that they have located on the Better Business Bureau and that phone number does not work. Scam Alert!

  

  Business Response

  Date: 01/22/2025

  Hello *****,

  
  We apologize but we could not locate any accounts under the two email addresses you provided or any contacts with our Customer Support team.We were able to locate an account under the phone number you provide, but it has not been used since April of 2024. Based on the image you have included you have contacted the wrong company to correct your issue. If this incorrect please contact us at **************** and we will be happy to assist you further.
  
  Sincerely,
  Jackpot.com Customer Support

• Initial Complaint

  Date:12/18/2024

  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 never received my payout and the company seems fraudulent. Why do I have to provide my photo identification and bank statement to receive my $400.00 prize, when it wasnt required when they accepted money from me to play. The same way they accepted Apple Pay or debit cards to add money to the account, is the same way they should be able to payout.

  

  Business Response

  Date: 12/19/2024

  Hello *******,

  
  We apologize if there was any confusion regarding the timeline for your withdrawal. When you submit a request to withdraw funds it must first be reviewed by our compliance team, which typically takes 1-2 business days. This is to ensure that Jackpot.com is in compliance with any regulations regarding the transferring of funds. Once approved the funds are sent via *** to the bank account you registered with Jackpot.com. An ACH transfer can take 3-4 business days to be reflected in your account but can vary based on your financial institution. After reviewing your account, I see that your request was approved and sent out previously. If need any further assistance, please contact us at ***************************.

  
  Sincerely,
  Jackpot.com Customer Support