Complaints
Customer Complaints Summary
- 92 total complaints in the last 3 years.
- 37 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:12/13/2024
Type: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.
Kentucky Lottery App has serious problems that are suspect. I often play several numbers with pick four. Kentucky Lottery App has one more than one occasion locked me out of a pick four number selection that ended up winning. I would pick a series of number and the APP would let me play those numbers but when I happen to pick the winning number to play, the APP said my location was not showing correctly. The APP let me play the losers just fine but had issue with me playing the winning number on several occasions. So ten seconds after the mid day winner was posted, it finally let me play my numbers, which would have been a five thousand dollar winner had it went through five seconds earlier.
Business Response
Date: 12/17/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
Date:12/13/2024
Type: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.
I have been a member of KY lottery online for roughly a year and recently I added funds to the account to play powerball and when I went to purchase a ticket it claims I am not in Kentucky. I have tried logging in from multiple devices all within Kentucky boundaries and each time it says the same thing. I have reached out to their customer service and requested a refund as I am not able to withdraw funds added to the account only winnings which there are none since I cannot play. I have multiple other betting apps that all verify location and have never had an issue except with the KY lottery. I just want my money back since I cannot use the funds added to my account.Business Response
Date: 12/17/2024
Customer service has been in contact with the player and a resolution is in place.Customer Answer
Date: 12/18/2024
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,
********* *******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
Date:12/12/2024
Type: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.
Every time I go to play a game it always gives me the error that they were unable to verify my location. As if I’m not within Kentucky lines. I’ve done everything possible in my iPhones setting to fix it, it’s not a problem with my iPhone at all, it’s on ky lottery’s end some where. My phone company is listed as one of the ones that offer geo-location services with ky lottery so that’s not the problem either. I can put money on my account no problem. But to play the money, it’s pure hell! It’s becoming very aggravating to be honest, and I want the problem fixed and solved once and for all! Please help!!!!Business Response
Date: 12/19/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
Date:12/09/2024
Type: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.
Kentucky lottery app will not allow me to make purchases or play games because the app says I am not with in state borders. I am sitting in my living room in Harrison County Kentucky. Inside Kentucky, 80 miles away from any state border. If the KY Lottery app does not Geo locate my actual location inside Kentucky, what would stop anyone else from playing Kentucky Lottery apps while they are outside our state borders? Fix the app so the Geo location is accurate.Business Response
Date: 12/12/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
Date:12/04/2024
Type: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 today’s date, December 4th. I have started using the ky lottery app. I put money into my account($15)once. * never received my bonus match* I then tried to put more money into my account ($10) and the transaction was made on my bank account but did not show into my ky lottery account. I have tried 3 times since. Gotten charged $30 and only refunded $10 whilst nothing is in my account balance.Business Response
Date: 12/12/2024
Hello ******,
Upon researching your account, we do see that your payments were reversed and should arrive into your account at anytime. If you still have not seen your funds, we recommend following up with your bank for more information. Take care!
Initial Complaint
Date:12/02/2024
Type: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 put money on my account, but the app will not let me use it because it says I'm not in Kentucky. It has location permission, but it still says I'm not here. And I already cleaned out my cacheBusiness Response
Date: 12/09/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
Date:12/02/2024
Type: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 had to go back and erase a whole 2000 characters because I was over that many so now I'm going to make it super quick which sucks cuz I talk if you can tell and detail things. Won money. Try to cash out was denied after giving all good information call the number it gave me was told that my phone number was different than the one I was giving so had to go through hell to find why the number they had was different figured that out two hours later. After they had me doing a runaround with the company that You send your ID and picture to for verification and they kept denying it even though it's a real ID that paid $48 for. So like I said 2 hours later and with a phone number I do not know how it got on my account I called them back to let them know I found the phone number even though I'd already given them socials addresses and everything of the suds so I don't know why they thought a phone number would be the one thing that nobody would ever know. Anyways after all that the lady gets back on which she sounds like she's still laying in bed and the other two ladies sound like that too but I guess that's not illegal. Gets on there and tells me that because of my credit score they cannot send me my money that I have won. MY MONEY THAT I HAVE WON IS BEING KEPT FROM ME BECAUSE OF MY CREDIT SCORE THAT MAKES NO SENSE AND IT IS NOT EXPLAIN TO YOU WHEN YOU SIGN UP TO THE APP. TO ME THIS FEELS LIKE LAWSUIT BUT I'M NOT A LAWYER BUT I FEEL LIKE IT'S JUST ONE THING TO GET IN THE WAY AND SAY WE'LL TAKE THEIR MONEY AND IF THEY DO ANYTHING IT'S JUST GOING TO BE STUCK ON THE WEBSITE BECAUSE WE'RE GOING TO TELL THEM THEIR CREDIT SCORE IS NOT PERFECT CAN YOU PLEASE EXPLAIN TO ME HOW THIS IS LEGAL.?!Business Response
Date: 12/09/2024
Customer Support has followed-up with the player directly. Thank You.Initial Complaint
Date:10/16/2024
Type: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’ve did everything to fix the 1606 location error and it still is not working how can I fix this?Business Response
Date: 10/21/2024
Customer service has followed up with the player to resolve the issue. Thank you!Initial Complaint
Date:09/16/2024
Type: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 had bought $25 worth of numbers for Kentucky Lottery through the Kentucky Lottery app on September 11, 2024. As soon as I buy them I go to view my numbers and nothing shows up but my account balance did go from $25 to $0. I went to my order and game history and it says its blank and that I haven't played any recently. I have emailed the kylottery help email 5 times now, with no response to resolve the issue. So now I am currently out $25 and with no product recieved.Business Response
Date: 09/23/2024
Customer service has worked to resolve this issue and the player should be able to view their transaction history.Initial Complaint
Date:09/09/2024
Type: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 want to start by saying that a couple months back someone not me got onto my account and played about 800 dollars of my whole paycheck and i called and called and reported this and ky lottery didnt do anything about it was pretty much like oh well . they wouldnt hlep me refund my money well a friend of mine had the same thing happen and they issued him hundreds of dolllars in refund no question asked within days apart . ky lottery has drained me and ive not won but one big win and i have spent thousands and thousands and sometimes placing fifty dollar bets not hitting a penny . my stress and anxiety is awful and its costed me to loose everything i have and its pretty bad when you spend that much and cant win a penny but thats beside the point im really upset about the 800 dollars and going to take this higher upBusiness Response
Date: 09/16/2024
Customer service is reviewing this matter and will contact the player directly. Thanks.Customer Answer
Date: 09/17/2024
Complaint: ********
I am rejecting this response because:
as i said a couple months back i reported that my whole check was gone and they didnt help me and pretty much said oh well and im a loyal customer who spends a lot of money but that time in particular wasnt me and they wouldnt help me and all i want is the money that was taken over a couple months ago 800
Sincerely,
******** *******Business Response
Date: 09/23/2024
Customer service has investigated this matter thoroughly and has found no wrongdoing on the account. It is recommended the player contact their bank if their account was compromised. This matter is considered resolved.Customer Answer
Date: 09/28/2024
Complaint: ********
I am rejecting this response because: I dont see how you can find no wrong doing when i reported this months ago
Sincerely,
******** *******
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