ComplaintsforGeorgia Lottery Corporation

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Playing Digi game online 5/24 Hit bonus Got 3 green embarrass looking stones. Bonus should have been close to ******. Game Piaf ***** Contacted Ga lottery They started a ticket Kept replying for almost a month to inquires that they were still looking at issue Then messaged me they resolved and I only won ***** Not even possible when none of the jackpots were that low They pulled the game for About 2 weeks Others have make complaints on ******** page also

  Business response

  06/30/2023

  We investigated the players claim that they were paid the incorrect amount for a Reef Riches game played on May 24, 2023. We identified the game transaction,which has Game Session ID *************************************.
  
  We identified an issue with our Diggi Game system that resulted in this players winnings being underpaid for that specific game transaction. We are researching the amount of the underpayment, and once that research is concluded, the players iHOPE account will be credited for the underpayment. Our customer-service department will contact the player at that time and provide details.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My brother, bought a $20. ** LOTTERY ticket in *****,**, & won $500. We went to 2 stores in *******, ** then a 3rd &4th store in *******,** none of the stores could cash it, BUT 4th store stapled a validated ticket to it. He received no money, we actually thought it just validated it to be a real ticket(because of fake tickets going round). When I went to cash the ticket in-money had been paid out, TO WHOM? Not me or my brother. AND, I have emailed, sent copies, went to the store, have a case number, sent ticket thru certified mail, all documented, and cannot get 1 thing done about it. Theres a camera right above the register.It was the store owner or 1 of their employees that got the $500.. Camera will ************ up, If it was reviewed.

  Business response

  06/27/2023

  We've communicated with **************** via email multiple times.  In order to investigate a "previously paid" issue we must have the original ticket.  We finally received the ticket and contacted **************** by phone.  We were able to speak with her eventually and explained the process and a timeframe for the outcome.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I played the Georgia Cash 3 lottery on May 14, **** for the evening number. This number was played as boxed. The number did fall and I never received a payout to my ihope account. I have called Georgia Lottery (on the first call they advised me that this happens sometimes and the issue will be rectified) repeatedly but I am being told the same thing each time I call which is they will look into it and keep checking my ihope account. They are clearly giving me the run around. No one has reached out to my by phone or email. It's been almost two months now and nothing has happened. It shouldn't take this long for anything to be resolved.

  Customer response

  06/12/2023

  Hello, this has been resolved. I was contacted by the company.

   

  Thanks for your assistance. 

   

  **************************;

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I played and won 250 and when I attempted to transfer the fund I accidentally transferred my own money into ga lottery and was told that I could not have my money back or my winnings because of a credit issue even though I had provided my bank account information

  Business response

  06/12/2023

  While we clearly state on our website and mobile that deposits made to a players iHOPE account are non-refundable, we have granted this player a refund of his accidental deposit as a one-time courtesy. The refund has been processed and should be available on *********** MasterCard within 3-5 business days.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to add money to my ihope account on three different occasions, $10, $20, then another attempt of $20. I see where it was taken from my account, but not placed into my ihope account. ************************ keeps saying it was canceled, which it couldn't have been because it was never placed back into my account. Navy federal can't reverse it because it's an ach debit. So Galottery has stolen my money and I would like my 50 dollars returned. My emails at this point keeps being ignored. I just want my money in my account or in my ihope account.

  Business response

  06/06/2023

  Our records indicate the player attempted to make 10 deposits from her bank account: 3 were successful and 7 were unsuccessful. The successful deposits totaled $50 and were credited to her iHOPE account. The failed deposits display as Canceled in the players transaction history.
  
  A customer-service representative reached out to the player on May 31 and explained the situation, noting that deposits from bank accounts, which use the *** (automated clearinghouse) service, are credited to *********** iHOPE account immediately but not deducted from the players bank account for 3-5 business days. The player has matched the 3 successful deposits to her bank-account records and confirms that only $50 was withdrawn from her bank account.
  
  We consider the issue resolved.
  

  Customer response

  06/06/2023

   
  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

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I won $171 on the Georgia lottery app and it is not allowing me to add my bank to transfer the funds.

  Business response

  05/26/2023

  Our records indicate that the player did not contact our customer-service team regarding the issue with adding her bank account to her iHOPE ************ account. Upon receiving this complaint, an agent contacted the player and advised her of her options for withdrawing her winnings if our ACH partner would not permit her to transfer her winnings to a bank account. The player requested a check for her account balance.
  
  If the player has further questions, we encourage her to contact our Player Information Hotline at 1-800-GA-LUCKY ***************).

• Initial Complaint

  05/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was just on the app playing Monopoly and had Mr ******** on my board and then the screen went black and the game said error. I just spent the last 20 minutes trying to call and reach customer service because now every time I open monopoly the screen is black. Im really upset because seeing that amount and having that split second of gratefulness and now not even being able to receive the wining is so upsetting. I just wish I was recording it ??

  Business response

  05/30/2023

  We emailed the player on May 10 regarding her complaint but have not heard from her.
  
  Our records indicate that the player attempted several purchases of the Monopoly Diggi Game on May 5 and 6. Some of the purchase attempts were not successful, and we have verified that the player was not charged for those attempts. The player also had several successful purchases, in which the player was able to play the game to completion. Our records indicate that the player was paid $46 in winnings for those games.
  
  We cannot duplicate the players issue with a black screen.
  
  She provided a video in one of her earlier contacts with our customer-service department, but there wasnt a black screen visible. The video shows the demo or Try version of the game playing, so we want to clarify to the player that any prizes shown on the demo or Try versionwhich is freeare not actually paid to the player. The game is free to try, but because the player is not wagering real money, no prizes are paid. The player must select the Try button on the game screen to play the demo version, and the Try game screen clearly shows Ticket Cost Try and Demo Win near the bottom.
  
  We encourage the player to contact our Player Information Hotline at 1-800-GA-LUCKY ***************) if she has further questions.
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My banking account has been overdrawn because of ** lottery. How many times do I have to pay for the same thing over and over. A young man called me and threatened me to pay money owed to GA lottery and he was very rude. Im on a fixed income and I cant keep paying over draft fees. Please help to fix this.

  Business response

  04/28/2023

  On April 20, a customer-service representative spoke with the player. He notified her that the bank fees she mentioned in her complaint may be assessed by the Georgia Lotterys payments vendor, ***************** formerly ***************. These fees are assessed when the payments provider is notified by the players bank that there are insufficient funds in the players bank account to cover a funds transfer initiated by the player. Funds transfers from a bank account to an iHOPE ************ account are handled via ACH (automated clearinghouse); the requested funds are immediately made available to the player in the iHOPE account but are not debited from the players bank account for 3 to 5 business days.
  
  The customer-service representative let the player know that she needed to work with ***************** to resolve the issue and connected her with a Pavilion customer-service agent.
  
  To avoid future bank fees resulting from insufficient funds, we recommend that the player use alternate payment methods to fund her iHOPE account, such as a debit card attached to her bank account or a PayPal account.
  
  
  
  
  
  

• Initial Complaint

  04/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have funds that I am not able to transfer out. I called Global Payments and they say they cant approve me because of some credit issue. I dont see what that has to do with my money. I won cash 3 evening for $290 and I cant transfer my money. On the site it allowed my to attach Pay Pal but when I try to click it, it wont allow me to and I cant put in my Pay Pal info. This is very frustrating because youll easily let me deposit the funds to play the lotto and other games but make it so hard to transfer my funds out! I need my money NOW

  Business response

  04/20/2023

  Our records indicate that on April 16, the player successfully transferred the winnings in her account to her PayPal account.
  
  A member of our customer-service team attempted to reach the player on April 18 and left a voicemail. If the player needs further assistance, please contact our Player Information Hotline at 1-800-GA-LUCKy ***************).
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dispute filed with my bank and with the ga lottery, involving ******. I requested stop payment when I could get no help from lottery. They suspended my account. Over 200 emails and 80 calls still no resolution. I had my bank resend the stop payments, paying out of my pocket. I forwarded my letter, along with last 4 of the debit cards used, the service with the lottery is simply horrible. They ***** asking fit the same thing over snd over and over, response is always a new case will be open instead of applying it to the same one. I have been told no less than 35 times a manager would call me, no call. I am not able to resolve this, their process is broken. My last ***** yesterday was, we still dont have whst we need. I am not sure how to respond to this, whst they need was omitted. 4 calls later and a promise someone would call me, I am still where I was in November. Please help me!

  Business response

  04/06/2023

  Status as of 4/5/23: Our customer-service team spoke with the player late last week, and the player said she would make a deposit on or after 4/3/23 as requested to address the issue. We have temporarily restored the ability to deposit to the account to allow the player to make such a deposit, and a customer-service agent attempted to reach the player today to offer assistance.
  
  The issue involves multiple chargebacks initiated against Georgia Lottery Corp. by the player. Our standard procedure when a chargeback is initiated is to suspend the account and ask the player to verify both the last 4 digits of any payment instrument involved and the amount of the chargeback. If the player cannot provide the correct information, the account remains suspended.
  
  During previous contacts, the player was not able to provide accurate information for the multiple payment instruments and amounts involved in the chargebacks so her account remained suspended. Deposit access has been restored so that the player can make the deposit referred to above for the chargeback amount of $140.
  
  We encourage the player to contact our customer-service department for assistance in making the deposit, if needed, at 1-800-GA-LUCKY ***************).
  

  Customer response

  04/06/2023

   
  Better Business Bureau: I gave them what they needed many times, sent over 80 emails, each time generating a new case. Would of been nice to have had one person working this, it would not of taken 6 months to resolve. A manager finally called me after complaint sent and we resolved in first conversation, glad this is over, accept resolution. Thank you for your help
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

*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. ↩