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Complaint Details
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Initial Complaint
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A wager was purchased 7/26/24 and the account was debited however an order confirmation never came through and the account was not refunded. Customer service was contacted but they did not have an answer for why it did not work and did not offer a refund.
Business response
08/07/2024
We are still investigating this matter and will respond as soon as possible. Your patience is greatly appreciated.Initial Complaint
07/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had cash out money 3 times in one day the first went through fine the other two didn't show in my paypal account so I called ky lottery and spoke with a lady who informed me my account was flagged as a high roller account and could take up to 3 days to process which I did receive but I've been playing online for years and have never played as much as I have after my account was flagged without winning something and bonuses not paying over the amount of the ticket they should not be allowed to control the odds on a individual account by flagging which I believe I'm a victim of and will be looking farther into this it's rigged and needs a investigation if the employee had not let that slip I would never have guessed it but when you control the winnings by adjusting the odd of 1 individual that's cheating and should be against the law so looking into a class action lawsuit if anyone else has experienced this leave a comment....ThanksBusiness response
07/22/2024
It has been confirmed that all withdrawals have processed successfully. It is not possible for the Lottery to adjust the odds based on player play habits, nor is that something we do. The odds can be found on our website at ***************** and searching the game of choice.Initial Complaint
07/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I do not have a players account, so I could not get help through general help with the Kentucky lottery so that is why I am here. I put $20 in a vending machine right at 5 AM when the machine was coming online at the ****** * in Somerset, Kentucky, and did not get credit on the machine to buy tickets. The manager would not refund me, because, it did not audit like I had lost money. The machine apparently was off-line when I put my money in. I requested him look at the camera, but he says the machine is not on camera. I wanted to see if there was anything I could do to get my $20 ..lAnd have someone there request looking at the camera. I should clearly be seen putting money in twice, and the second time I did not get credit and stood back and looked and tried and to be seen not being able to reach down and get tickets out and immediately going to the cashier for help . Again, this is the ****** * in Somerset, Kentucky on Highway 27.Business response
07/18/2024
Customer service has attempted to contact the player multiple times in order to gather additional information.Initial Complaint
07/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Kentucky lottery app is faulty because it will not allow me to purchase my power ball and mega millions online. It gives me an error that I am not with in Kentucky state boundaries even though I am sitting right here in my living room in Berry KY. 60 miles away from KY state line. I have opted into their mobile geo location dozens of times, I have turned my phone on and off dozens of times. I have deleted cookies and deleted the app then reinstalled the app. It continues to tell me I am not in the state of Kentucky when I clearly am. They need to fix the geo location program so it can determine the correct location of their customers. I spent 3 days on the phone with ******* ******** who stated there is nothing wrong with my phone. Kentucky lottery is not using real time Geo location services to determine whether someone is inside the state borders or not.Business response
07/18/2024
Customer support did attempt to contact the player and left a voicemail. We Confirmed the player was able to make purchases.Customer response
07/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *********
Yes sometimes I can make purchases on my mobile app. Other times, when I am sitting in the same chair at home in my living room, the app tells me I cannot make purchase because I must be with in state boundaries. Which I am. I’m 60 miles away from state lines.
I will keep trying to use app and if I have a lot of trouble again, like I had a few weeks ago, I will reach out to Ky Lottery to get a better answer.
Sincerely,
****** ************If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
06/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
While using the KY Lottery app, transactions to purchase online tickets have failed to go through, but my account has been debited the purchase amount. This has happened on at least 3 occasions. Also the app will not show my transaction or game history. I have emailed ****************** on 5/12/24,5/19/24,5/21/24, and 6/27/24 I also called the help line and spoke to a representative who said he would file the claim. I have not received any replies at all!Business response
07/08/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been unable to do anything on the KY Lottery app for about three weeks now except load money. I find it extremely frustrating that despite living in KY my entire life and rarely ever leaving the state the app that has when perfectly fine on my device for over 6 months all of a sudden can’t verify that i’m physically in the state. ive tried all the tricks you find online to fix the error code 1606 and have attempted to contact customer service numerous timbres to no avail. Not good for business KY!Business response
07/01/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Load funds into account. Select numbers but can’t purchase. Website can’t confirm I’m in Kentucky on my desktop, with location service enabled, or on my ****** that is mobile “opted-in” to their website. I’m in Lexington, Kentucky attempting to purchase. No way to recover funds or make purchase.Business response
06/20/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The ky lottery app said if I referred people I would get 100.00$ for each person well I had approximately 7 people who I know downloaded the app and I never received the money that was supposed to be granted to me! I would just like to know why I never received the money and it's false advertisingBusiness response
06/26/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
06/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
June 1 and June 2 of 2024. I purchased pick three evening numbers at *** **** *** ****** ********** ******** at jr liquors because I won 50$ off of 126 and I played 614 for midday for June 2 and I won the man said he didn’t have the 350$ to pay me so I said play all my numbers for evening tonight which is June 2. He never gave my winning midday ticket back and I argued so bad with the owner he told me call Kentucky lottery. I searched the trash they put the tickets in and of course the only thing that was in there was the old tickets from last night. That i played over for midday and the winning ticket for last 126 which I got paid for that one on June 1 . That man some kept my ticket and I want my 350 dollars. I’m so upset right nowBusiness response
06/10/2024
This matter has been investigated and was determined that no further action is needed at this point.Initial Complaint
05/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
So I played keno and won, watched it online however the winnings was not given even took screenshots to showBusiness response
06/05/2024
Customer Support has followed-up with the player directly. Thank You.Customer response
06/05/2024
Complaint: ********
I am rejecting this response because:they Refuse to acknowledge the issue and facts being presented the revert to almost like prerecorded answers regarding the issue at hand
Sincerely,
******* ******Business response
06/11/2024
KLC customer service has investigated this matter and determined that the tickets in question were not winners. The result of the investigation was communicated to the player on June 4, 2024, and as such, this matter is resolved.
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Contact Information
Customer Complaints Summary
78 total complaints in the last 3 years.
40 complaints closed in the last 12 months.