Complaints
This profile includes complaints for Georgia Lottery Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 67 total complaints in the last 3 years.
- 21 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:11/03/2024
Type:Service or Repair IssuesStatus: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 played a slot machine at a pilot station in ************. When i put $20 in the ************* slot it never added the payment. A blue box just said waiting for game to add $20. Another window said something about doors being closed that I didn't understand. I told the clerk but she had been rude when I asked how to play earlier and she was rude then too. She said they were not responsible and I was angry and raised my voice so others would know a refund wasn't possible if the game just didn't work. I think the clerk knew all she would have to do was reset the machine and she could play my money. I asked who was responsible and she gave me the number of the tech who repairs and maintains the games who suggested I meet the tech there tomorrow but they could not b responsible either. Of course I was traveling and they knew it. The least she could have done was look to see which machine it was and tape an out of order sign on it so other people's money wouldn't b taken. They were slightly busy but there were 2 clerks and she had time to do her job. The store was named Pilot flying or something like that located at ************************************. That is exit 2 off 75 south. phone *********** The people who maintain the games are called Titan. phone ************. I had already lost $40 in another machine but it was chance and I chose to play. When the machine took my money it took that chance away and that was the service I paid 4. If I don't get the service I paid 4 they owe me a refund. Otherwise u just stole it. Simple. Rules should b enforced to protect the reputation of the Lottery the government and the state. I lived the first 44 years of my life in ** and it bothers me that things like this I consider dishonest makes me ashamed of what it has come to because it was home.Business Response
Date: 11/06/2024
The player, was contacted by Inspector ****** ****** who then explained that ******* had inserted $20 in a Class B COAM at the location, Pilot, *************************************************************************#*********. Inspector ****** inspected the machines at the location and contacted the Master, owner of the machines. Master Tech ******* ***** had already conducted an audit of the machine and found the machine had malfunctioned. The master will mail ******* a $20 gift card for a refund. Inspector ****** notified ******* of the gift card.Initial Complaint
Date:10/22/2024
Type:Billing IssuesStatus: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 lottery reversed money out of my bank account without my authorization. I made several transfer out of my hope account into my bank account from the money I won. After checking the the amounts transferred versus the money in my account I was not over paid. The Ga lottery offered no explanation on thier strong arm tactics. Thier was no reason for thier actions, if a problem existed I had money in the hope account that the ********************** controls. Communication is lacking ,stilling money from the public seems to be the agenda one way or another.Business Response
Date: 10/30/2024
We have investigated the players complaint and reviewed his contacts with our Player Information Hotline.
The player contacted us on 10/22/24 stating that we had removed $20 from his bank account. We can find no evidence of any such reversal.
The players transaction history shows that he frequently deposits funds to his iHOPE wallet from his bank account, which uses a process called *** (automated clearinghouse). The *** process deposits the money immediately into the players iHOPE wallet but can take 3-5 business days to deduct the money from the players bank account. Its possible that a $20 deposit made by the player on 10/20 from his bank account was not deducted from the bank account until several days later.
Its also possible that the player was charged an insufficient funds fee by the payment vendor that handles *** payments to/from bank accounts, Pavilion Payments. If the deposited funds are not available in the players bank account when the *** process attempts to retrieve them, Pavilion receives an insufficient funds message from the ************ and assesses a fee. The customer-service agent who spoke with the player on 10/22 connected the player with Pavilions customer-service line so that he could discuss this possibility with them.
If the player still has questions about transactions involving his bank account and his iHOPE wallet, we encourage him to contact our Player Information Hotline and possibly provide a screenshot of his bank statement so that we can identify the transaction in question.
The player can also review all of his transactions online by signing in to his ************ Account, going to the My Account section, selecting My Transactions, and selecting the Financial Activity tab and the relevant time period.Initial Complaint
Date:10/04/2024
Type:Product IssuesStatus: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 georgia lottery stole money from me. I have called my bank Region's 6 times to help me with the fraud. They were not able to help at all. I have gone to the regions office 3 times with no help. I have contacted the GA lottery 10 times. I am referred to their company in ********* who manages casinos. They are very rude and do not help at all. They said it was my problem to identify which charges were not made by me. That is should write down everything I use the app and the time and how much. We'll this is something that no one has ever told me to do to protect myself. I lost hundreds of dollars. ************ is unable to help and the Ga. Lottery is a scam. They stole money from me. I thought it was illegal to ****** in Georgia. It's a joke because the GA lottery is gambling and managed by a corporation in *****. I want everyone to know that you need to be careful because there is something wrong and illegal.Business Response
Date: 10/16/2024
The player contacted our Player Hotline on 7/24/24 and 7/29/24 regarding withdrawals from her bank account that she said didnt match deposits shed made into her iHOPE account. Both times, we referred the player to the lottery vendor that processes bank transactions, Pavilion Payments, to look into the matter.
Our fraud team suspended the players iHOPE account on 8/8/24 due to chargebacks. The player called the Player Hotline multiple times in August 2024 regarding the suspension and was asked to identify the amount of the chargebacks she had initiated so that a case could be opened for investigation. The player couldnt identify the amount of chargebacks and said her bank account had been hacked and she hadnt made the deposits. The last contact by the player with our Player Hotline was 8/26/24.
The players account history indicates a withdrawal of $460.52 in prize winnings on 7/12/24 and then more than 75 deposits from her bank account of $10 and $20, totaling $1,095, between 7/12/24 and 7/23/24. Pavilion Payments processes deposits from bank accounts via ACH (automated clearinghouse), and while the funds are deposited immediately into the players ***** account, it takes 3-5 business days for the funds to be deducted from the players bank account. If Pavilion cant collect the funds from a players bank account, Pavilion charges an *** fee per the terms and conditions each player agrees to when registering their bank account as a funding source for their iHOPE account. Pavilion will attempt to collect the *** fees as well as the original deposit amounts from the players bank account.
Each players ** address is logged each time they make an online lottery transaction. The ** address for the transactions the player is challenging (from 7/12-7/23/24) is consistent with the ** address for transactions made prior to 7/12/24, which indicates the transactions were made by the player or someone with access to her iHOPE account.
If the player wishes to open an investigation into the chargebacks, she must contact our Player Hotline and correctly identify the amount of the chargebacks.
For more information on the Georgia Lottery and the Lottery for Education Act, which authorized the creation of the lottery in 1992, please visit the About Us section of our website: ************************************************************
The lottery uses multiple vendors to provide lottery games and services, including Pavilion Payments, which is headquartered in *********, **.Initial Complaint
Date:10/03/2024
Type:Customer Service IssuesStatus: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 happy with GA Lottery overall. I win some and lose some as expected. I have never walked into a casino and convinced myself that I will leave up. I have played the GA Lottery all almost daily for quite some time and have tracked metrics and have seen a very noticeable difference between try on the diggi games with payout and frequency and when I actually buy on the diggi games. I acknowledge that this is most likely regulated, but when you consistently see you up when you are trying a diggi game and see you down when using real money, it makes you question things. I am not looking for anything outside of a formal post regarding my concern that there is, what appears to be, an obvious difference between baiting consumers to play by allowing more wins while trying these games vs reality when using real money. I am not rating them 1 star nor am I even posting this in a negative light as gambling is something that we take as a risk. I will, however, continue to track results on try vs. buy and will continue to post my concerns if deemed warranted. While I have searched for any sort of explanation (and it might not even be allowed to be discussed), I would appreciate GA Lottery to respond to my concerns and the metrics behind the stats. Best,JaceBusiness Response
Date: 10/23/2024
The Try mode for each Diggi Game is based on exactly the same prize structure as the Buy modethe game you would purchase. The Try version is not manipulated in any way to provide a more likely winning outcome than the Buy version produces.
When you make a transaction for a Diggi Gamewhether in Buy or Try modethe same process occurs: The outcome of the game is determined at the point the transaction occurs. If a prize pool for a Diggi Game has 1 million possible outcomes, for example, when the player buys or tries that game, the game selects an outcome from that pool of possible outcomes as governed by the odds and prize structure for that game. The odds, prize structure, and selection process are exactly the same for the Try and Buy versions of each Diggi Game. All lottery games, including Diggi Games, are games of chance, not games of skill.
We reviewed the players last 6 months of iLottery activity to see if the player had a higher or lower than average payout for the games purchased. Our review shows that the players payout for Diggi Games has been above average across that period.
We hope that this addressed the players concerns.Customer Answer
Date: 10/25/2024
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,
**** ******Initial Complaint
Date:09/22/2024
Type:Product IssuesStatus: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 deposited $100 into my I hope account. I played and won. I can not deposit my winning funds into my account. I called the number they provided. They asked me my Georgia ID number. I gave them my driver license number.. They told me that I would have to undergo a credit check give them my Social Security numbers six months of job records. This is crazy. Ive played this game for years. I won and *** lost so much. Why cant I get my money?Initial Complaint
Date:09/17/2024
Type:Customer Service IssuesStatus: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.
It is 2024 and gambling/sports betting is being advertised literally EVERYWHERE. I have recently admitted to myself that I am somewhat a problem gambler which was not easy to accept. I have lost over 100k in the past year which is nowhere near my annual income but I have come to realize it truly and sadly is a sickness once you are in the thick of it. I've promised myself to stay away from casinos just to find that the GA Lottery app has literal virtual slot machines disguised as "DigiGames". I've been to casinos all over the world and not a single one of them are more fraudulent than GA Lottery. Not only are they monopolized in the state of **, where gambling is ILLEGAL, their false advertisement and marketing scams are literally criminal. Any customer support inquiries are replied with "Thank you for your continued interest in the Georgia Lottery and our games. Through your support we have raised more than $27.6 billion for the students of Georgia an investment in our future."They say this for a reason as if they think their consumers have endless cash supply and believe they are throwing away their money for the better but in reality many of these people have a true gambling addiction and don't have anywhere near that type of money and just find themselves trying to win some of it back (that's when you know you have a problem). How is this legal? 50k in the past 6 months and I have not won anything over $100...I have hours of video evidence proving how fraudulent their gameplay is. Games crash, customer service is nonexistent and I cannot obtain simple information such as access to my data, who audits/regulates them, etc. They are a monopolized, private entity benefiting from the gambling laws which is only hurting the people who actually want to ********************* progressive jackpots, bonus games...HOW IS THIS NOT LABLED AS A CASINO? This is corruption and needs to be addressed immediately. They have literally ruined my life.Business Response
Date: 09/20/2024
Information regarding the Georgia Lottery Corporation including the Lottery for Education Act, which authorized the creation of the Georgia Lottery and the Georgia Lottery Corp., and the lotterys financial statements are on our website under Benefitting Georgia:
************************************************************
**************************************************************************************
Each player can view their gameplay and financial history in the My Account section of the app or website. To reach it, the player signs in to their account, selects their name at the top of the screen, and selects My Transactions. The Game History tab shows each game session (for Diggi and Quick Win games) or ticket purchase (for draw games) and the outcome. The Financial Activity tab shows each financial transaction: deposits, withdrawals, purchases, prizes paid, refunds, etc. ******** is sorted by month and is available for the preceding 12 months.
We offer a number of responsible-gaming resources to help players understand and control their gaming activity: *****************************************************************************. We encourage online players to set their own daily, weekly, and monthly deposit limits, which can be accessed under the My Account section. If a player would like to take a break from online play, either temporarily or permanently, we urge them to contact the Player Information Hotline at 800-GA-LUCKY *************). Upon request, an agent will suspend their account for 3 months, 6 months, a year, or permanently, which will also remove them from our email lists.
The player is responsible for all activity on their account. Each player must agree to the Terms of Use at the time of account registration: ******************************************************************************
**** *********
Sr. Vice President, Corporate Affairs
Georgia Lottery CorporationInitial Complaint
Date:09/15/2024
Type:Sales and Advertising IssuesStatus: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 visited the ********** Located at ***************************************************************. I won $275 off one COAM Machine And then another $85 Off a separate machine. I was paid via COAM Card for the $275. But when I went to claim the $85, ****, the owner said that that wasnt my ticket. Called the Lottery they did an improper investigation. As well as the two responding police officers that I called, they did improper investigation as well. He said that I was a common nuisance in his store and he had me banned which was a lie. The man just hates to see you win! He didnt have no problem with me losing $300 a day before. And then when I my money back the next day, he got mad. And had me banned. At this point, Im seeking $85,000 in damages, For lying to police and making a false police report, Which is a felony!Business Response
Date: 09/18/2024
Incident Summary:
On June 18, 2024, ** ******* received a call from Mr. ***** who claimed to have won $85.00 from a **** machine at a location owned by Mr. **** *****. Mr. **** reported that he attempted to collect his winnings but was met with resistance from the store. He further alleged that he had been banned from the location after winning, as the store dislikes when he wins.
Mr. **** also mentioned that he had filed a police report regarding the incident. However, the responding officer did not find any criminal activity on the part of the store.
Investigation Findings:
Following the initial conversation with Mr. ***** ** ******* contacted Mr. **** *****, the owner of the location. Mr. ***** stated that Mr. **** initially approached the counter and claimed a $100.00 win, but later adjusted the figure to $85.00. ***** indicated that after reviewing the **** machine, no $100.00 win was visible, only an $85.00 win. Mr. ***** expressed concerns about Mr. ****'s honesty and noted that Mr. **** has been involved in problematic behavior at the store in the past. Due to these recurring issues, Mr. ***** decided to ban Mr. **** from the store.
Through further investigation, ** ******* could not substantiate Mr. ****'s claim of a valid $85.00 win. Additionally, there was suspicion that Mr. **** may have attempted to claim another player's winnings.
Conclusion:
After reviewing the evidence and based on statements from both parties, ** ******* determined that Mr. ****'s claim of the $85.00 win could not be verified and was likely false. The store owner, **** *****, reasonably suspected Mr. **** of attempting to claim another player's winnings, based on prior interactions and the circumstances surrounding the incident.
Next Steps:
No further action is required at this time. ** ******* will follow up with the store as necessary and document any future developments related to this case.Initial Complaint
Date:09/05/2024
Type:Service or Repair IssuesStatus: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.
Purchased lottery ticket a retail store. Their machine messed up and instead of giving me the two numbers that I picked it gave me five numbers. I mentioned this too the woman and she said, you have to pay whatever the ticket says. The ticket was for $10 and she wanted $25. I showed her the ticket was completely wrong. None of the three women knew anything about the lottery. I figured I'd just pay it until they said, we just called the cops. They didn't even give me a chance. I said to the cashier, if this would have been $500 would I had to pay. She said yes and the cops are on their way. None of these three women were trained at all. So I paid the $25 and called the Atlanta office. What to do?. I was told to send the tickets in to them. We sent them priority Mail with a tracking number. It Cost $9.20. when the tracking said it was delivered a couple days later we called The Atlanta office to see how it was going. They said they never got the tickets. We told them that the tracking said they did. Then they said they found them and we would get a reply with their tickets back in 10 days . When the tickets came back in the mail. The letter said that these tickets were not winners. That has nothing to do with why I sent them in. So in other words if it would have been $500 I would have had to pay it because there's nobody to complain to. The $25 isn't the point. It is that I was threatened that the cops were on your way. If this is the rules of the Georgia lottery, there ought to be a warning that you play at your own risk and you are responsible for whatever amount of money that machine or cashier tells you that you owe and you have to pay or you could be arrested. I took the same ticket to three other retail stores and use that same ticket three times and it worked perfectly. All three of the retail stores said that it was a mess up from the first store that's called the cops are me. This is pathetic for this to happen to somebody and nothing can be done.Business Response
Date: 09/12/2024
The player is not due a refund from the Georgia Lottery Corporation (***). The player had a transaction with the retailer, purchasing a draw ticket. The player was not forced to pay the $25.00, he could have denied to purchase the tickets, and removed himself from the establishment minus the tickets.
The player send the tickets to our offices and we confirmed the cost of the tickets were $25.00. So, the player paid $25.00 and was given $25.00 worth of tickets. The *** did not contact the authorities (cops), it was the retailer who contacted the authorities due to the exchange between the two.
We encourage all players to review their tickets before leaving the retailer and we advise player to refuse payment and leave the tickets at the retail location.
Customer Answer
Date: 09/13/2024
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,
*********************Initial Complaint
Date:07/07/2024
Type:Service or Repair IssuesStatus: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.
Sir or Madame:My problem occurred with *******'s Convenience Store. I purchased ***** worth of Scratch Off Tickets at Lil *** Convenience Store. I specifically asked for a specific ticket and a specific number. Yet, I was given the same of one kind that I did not ask for. With scratch offs, the odds of winning are 1/4. These tickets, some were no wins at all! Which is find but uncommon if you buy four of a kind. I always buy four of a kind. You always win even if it is nothing but a ticket. The seller purposely did not follow my instructions!During purchase, when I chose one ticket, the *** would select another. This store is crooked, and it should be investigated! ******************* ********************* ********** TICKET INFORMATION ****: *********** Trace#: ****** Invoice #: ****** Shift #: 1 Store #: ***********************ST# CFM CSH: 2 ****# ******* 7/7/24 4:11:22 PM *******'s **************************************Business Response
Date: 07/10/2024
The *** spoke to ***, the store owner and one of the Lotto Mart property owners.
He informed us that he will review the video, and speak to his employees, and take appropriate action.
Additionally, *** stated that he would be more than happy to speak with the player directly to resolve any issues.
*** can be reached at ************Customer Answer
Date: 07/11/2024
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. I also spoke to the business.
Sincerely,
*******************Initial Complaint
Date:06/30/2024
Type:Product IssuesStatus: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 sent money to lottery business to help get me a lottery business and they didnt give me my money back. Because it was a scam and I need my money back now. I been scammed many times for money and I need a refund of $3,000,000.00. I need all my money back now because I been struggling to make ends meet and I been struggling for years and I had $3,000,000.00 and lost it do to theses scammers. I spent thousands of dollars into the lottery and never made anything back. I need my money back now. I need all of my money back now. I been needing money to get my product/ project/ prototype off the ground and its costing me thousands of dollars to do that as well. I need all my money back now. I need all the money I could possibly get in the world. $900,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000,000.00 I want $900 Centillion dollars into all my bank accounts so I could help the world out with money issues. I need the money now in all of my bank accounts. Because people are struggling everyday and I need the money now to help the community. I am ******************************* looking for investors to help me fund money for my business Keone1. I have been working on this project, product, and prototype for years and I am now trying to get it in front of the marketing and Cooperations of companies to start making money now. I need $500,000 to $1,000,000 to complete it. I am an entrepreneur that been working on my own business for years. I am the owner of my business as well so I get 90% of the royalties and the other companies I signed with and have contracts with get 10% of the royalties. Need moneyBusiness Response
Date: 07/01/2024
This individual has never sent the Georgia Lottery money to start a business. The Georgia Lottery does not function as a loan agency. If this individual has gotten scammed, we suggest this individual report this incident to the *********************** for a resolution (www.ftc.gov).
Georgia Lottery Corporation is NOT a BBB Accredited Business.
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