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Complaint Details
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Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last year I went to use my account at Kentucky Lottery it was deactivated I needed it reactivated but could not do so so I created another account using my nickname ***** because the system recognized ******* and would not let me create a new account I have currently been using this account under ***** and I have won a small amount of money I went to cash out and everything was fine and this checks were sent in the name ***** I could not cash the checks because my ID has my legal name ******* ****** which is on my old inactive account that I cannot get into because Kentucky Lottery deactivated I would like for Kentucky Lottery to change my name to my legal name ******* spelled ******* that I can get my checks reissued and I can cash them I have tried to fix an update my information on my current account and like I said it would not let me Kentucky Lottery has reach out to me several times through email telling me they are working on the situation nothing has changed it let me change my name to * * * * * * and not * * * * * * * and that's because the old account will not let me change anything I just want them to change the name on my current account I have emails and a picture of the two checks that I received that I cannot cash. My old account has my correct name ******* ****** email * * * * * * * ************ that is the old account that needs to be completely deleted my new account and current is * * * * * * * * * * ************ and the name on the account now is * * * * * * ****** and needs to be * * * * * * * ******. There has been no progress all month it has been over a month I can't understand why they can't just change the name or delete the account so I can update my account and receive my winnings.
Business response
05/14/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
05/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My **** phone account isnt able to verify my location to use the app. I added $10 to my account before realizing, it has accumulated to $20 somehow. Is there a way to fix this issue or can I have a refund? please.Business response
05/09/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The app keeps giving error 1606. I’ve cleared the cache, I’ve deleted and reinstalled. I’ve done everything shown online.Business response
05/09/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
04/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I frequently play Kentucky online lottery, and yesterday 4-25-24 early morning about 4:30am I was online playing when I got booted off, I thought it was just a fluk , so I tried to log right back on to find out that the KY Online Lottery system was down for maintenance. So I waited a hour or so and tried log back on & it worked, so I went on to play Prospectors Gold at 6:15am, and wagered a .20, I ended up winning $2.96, but before the game could fully complete it pops up "Technical Error-back to Lobby" .... and then booted me off again. I try logging back on again, & it wont let me it says, "Under Maintenance" again. About 15mins later it finally lets me log in to my account again, so I tried several times to play the game through, but same outcome. Since, the game wasn't played out, the system won't allow me to go on b/c it states I have a unfinished game to play- so I'm just stuck! I contacted them & was told the same vague response, "A ticket was made & my case has been escalated to the technical department." Along with them telling me that after 24hrs if the game doesn't play out the internal system would detect it & automatically play the game through & credit any winnings to account. It's been over 24hrs & nothing. But about hour after this happened, I received a email & in-app notification "Your instant play *********** **** ******* wager of .20 wasn't played out to completion. The wager was revealed by the system. Congrats, your a winner. Refer to game history for prize information." - - - - However, the win hadn't been credited yet because the game hadn't been played out to completion..... AGAIN, NOT letting me do anything, so I'm just stuck & can't play. It's been daays now & no fix, no update, nothing! When I reach out I'm told the same "A ticket has been made on this issue, we've escalated it to the technical department. We'll reach out when we know more." But really how long does it take to "unstick" a game? I have money on my account & can't play!Business response
05/01/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im beginning to think that its something wrong with my account. The app will not find my location at all. Ive called the lottery, ******** and ***** and no body can tell me anything as to why its saying i cant play due to my location. Called the lottery back and they told me to do things AGAIN that ive done over and over, I need something to be resolved because i have money on there i cannot use simply because there is a fault with your apps location services. It happens on wifi and on regular cell service both. I live in Central Ky no where near any state boundary! This needs to be fixed ASAPBusiness response
04/29/2024
Customer service has been in contact with the player and a resolution is in place.Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have money on my account that I can not use due to the app and online version saying I'm not in a Kentucky location. I have chatted and emailed about the geo fence issue. My husband can use my phone or laptop and play but when I try my account it will not let me get opted in. Makes no sense because it's the same devices he uses and plays just fine. I have opted in for geo location multiple times. Cleared cache. Deleted app and re-installed it. Tried from laptop as well.Business response
04/15/2024
Customer Support has followed-up with the player directly. Thank You.Customer response
04/15/2024
Complaint: ********
I am rejecting this response because:The issue is not fixed. They gave me instructions which I have done numerous times already before the complaint. My husband can log in and play on my phone without any issues. I log into my account it says I'm not in the geo location but clearly I am if my husband sitting next to me can play on my device.
Sincerely,
***** *****Business response
04/22/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
02/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
no matter where i am at or what device i log in on it still says my location is off even tho it is activated i need u guys to fix this or just give me my money backBusiness response
02/28/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
02/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They inform you you can't play after you have deposited money that you can't withdrawal and after looking into the issue there is no way to fix this problem The problem is the app says I can't play from my location or withdrawal my funds After looking into it's a problem that has lasted for 4 months at least and they are making no visible attempts to fix the matter Someone needs to do something about this I am highly dissatisfied I had no earthly idea I would have this problem or I WOULD HAVE NEVER PUT MONEY IN THIS APPBusiness response
02/15/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/25/2023 I was playing Kentucky lottery games on my online account. During that time several glitches occured with 2 different games. The game would play all the through, I could clearly see how much I was winning as the game played through, but at the end instead of saying "You Won X Amount" it would give an error code and tell me to relaunch the game. I did this several times. The game would play through the exact same way but give an error message at the end. I contacted KLC opened a case for the issue. I sent them tons and tons of screenshots, then resent those screenshots showing the date and time of the screenshots and I've only been paid $22 out of roughly $168 that I was owed. Every time they close the support ticket I reopen it. It has still not been resolved! They are either crooked or extremely incompetent! On 1/26/2024 I received a promotional email that says if I buy $5 in Kentucky 5 tickets online in a single transaction, on 1/26, I will receive a $1 free play for Kentucky 5. I bought $5 of Kentucky 5 tickets on 1/26 but did not receive my free play. They have tried to tell me 2 or 3 times now that I did not qualify because I made the purchase on 1/27, which is absolutely false! I sent them a screenshot of my transaction history with the transaction ID number and the date of purchase highlighted and they still try to say it was purchased on the 27th! What they are seeing is that the draw date is on 1/27, which also should not have occurred since I made the purchase at 5:22 pm so it should have been for that days drawing. For a multi-billion dollar corporation they seem to hire the most low quality tech people available!Business response
02/05/2024
The player has been contracted directly by the KLC Customer Service team.Customer response
02/05/2024
Complaint: ********
I am rejecting this response because:The first complaint still has not been resolved and began on 5/25/2023 and the 2nd complaint still hasn't been resolved either.
Sincerely,
******** *********Business response
02/13/2024
The KLC has confirmed that the player has been appropriately awarded wins and promotional awards and has communicated this to the player through KLC customer service.Initial Complaint
01/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Ky lottery online had a promotion going on thru Dec that if u referred a friend who joined and added money, they would receive 50.00 bonus bucks and person who referred them would get 100.00. They are trying to say i was referred in September and accepted in Dec but i have a screenshot of the email whoch is dated Dec 25th. Me nor the person who referred me have received what was promised. We should have gotten the bonus bucks the 14th of January and still have not. They refuse to give us the our bonus bucks which is the only reason I joined. I was helping my friend out. I joined so she could get the 100 in bonus bucks and 50 for myself. If they can't give those to us then i want a refund on the money I have put on my account seeing how I only added it because it was part of the requirements to get the bonus bucks for myself and my friend.Business response
02/13/2024
KLC Customer service has been in contact with the player directly.
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Customer Complaints Summary
78 total complaints in the last 3 years.
40 complaints closed in the last 12 months.