ComplaintsforKentucky Lottery Corporation

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After a month (Dec 23) of me complaining to the Lottery about their geofencing map, I finally got on to play. The first week i felt the play was fair. Many times after they have to adjust the geofencing data, I feel that they do it to shut me up, and to let me make deposits. This time it was fine for about a week. The wins we're in sync with their posted odds, etc. Yesterday i messaged them because many of my wins on instant play had not been credited to my account. I assumed they could investigate my complaint, go through my transactions, find and fix the glitch. I assumed that if they needed info (proof) from me, they would ask. They have not. After i realized what i thought was happening, I began taking screenshots of the game play, before account balance, amount i won prompt, after account balance. If photos aren't proof, I'm sure they have specialists who can read code. And it's easy enough for them to see proof of my complaint about the odds simply by looking at my transactions/amount of money spent compared to amount won. When you spend a grand, you expect to win something. Many people follow me on FB just to chat with me about Lottery advice; they know I play a lot and want me to share times/on-line games I'm playing-instant & draw/scratch off wins or my opinion on new scratchers in the store. I understand the house always wins-all for good-however, we can all have fun, maybe win a few bucks if they can keep the on-line appearance appealing to their customers. I live in one of the counties on the eastern-most border of the state. A lot of people here feel we're not treated fairly by the lottery because you rarely hear of any million dollar winners. There have been a couple big winners from Lawrence & Pike counties. I can't ever remember one from Martin Co. People here feel as if the Lottery looks at us as though we're Hillbillies, and would only spend our winnings on Mountain Dew. hating to be a #Lose-fluencer

  

  Business response

  01/18/2024

  Customer Support has followed-up with the player directly. Thank You.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have money in the Lottery online to play but keeps saying about GEO area and I can't get my money back or play online or on my phone either.

  

  Business response

  01/12/2024

  Customer service has been in contact with the player and a resolution is in place.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The app lets me add money but when I go to play I keep getting a location error code 1606. I am in ky but it won’t let me play. I did all the things online it says to correct the matter but nothing works. Very frustrating that it would take my money but not me play, even though I am in the state and city of their hq.

  

  Business response

  01/11/2024

  Customer service has been in contact with the player and a resolution is in place.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been playing the lottery online and a couple of weeks ago I started getting error messages stating that they couldn't verify that my location was within the state of KY. I have tried purchasing on my desktop computer, laptop and mobile device. I was able to make a purchase using my mobile device after I opted in for using mobile, but now I get the same location error when using mobile. I called and complained to customer care and they admitted that the problem was on their end but they have done nothing to remedy the situation

  

  Business response

  01/03/2024

  Greetings ****

  We received your message to the Better Business Bureau and have reviewed your complaint. We apologize for the inconvenience and will reach out to you directly with a resolution. Best wishes!

  Customer response

  01/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: The KY Lottery Corp. has not fixed the problem. 
  
  Sincerely,
  
  *** ******

  

  Business response

  01/11/2024

  Customer service has been in contact with the player and a resolution is in place.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The app keeps telling me I'm not eligible to play instant because I have to live in ky or be in KY and I am both I live in ky and iam in KY now and I've changed my location settings like it said and refreshed but I can't never get anyone to fix this issue

  

  Business response

  01/03/2024

  Hello *******

  We received your message to the Better Business Bureau and have reviewed your complaint. We apologize for the inconvenience and will reach out to you directly with a resolution. Take care!

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying since August to change my last name on my account. For some reason it had my maiden name on the account. I've messaged and been messaged back being told they are working on it. Yet it's still not fixed. I have not been able to play because of this. I don't want to put my money on there and win and not be able to cash a check sent to me. Ky lottery gives players bonus bucks every Thursday for adding money and playing. It starts at 5 and goes up according to the amount of money and time u play. But because my last name hasn't been fixed I have not been able to get any bonus bucks. Which I truly think is absolutely unfair. My dad has let me play on his from time to time and I noticed on his when I play shocking 6 or thunderout fortune it cheats you out of money. It will show an amount u won before u go into the bonus and when u win an amount on the bonus and it goes back to the home page the amount is lower than it should be. Example (I'll win 3.50 before the bonus. 1.00 in bonus. But when the money is added up at the end it's only 4.30

  

  Business response

  12/12/2023

  Hi ******,

  We truly do apologize about this entire situation with your account and understand how frustrating this must have been. Your account has been corrected and your correct name should be displaying. Regarding the situation with your fathers account and the game not paying correctly, we encourage to you to have our technical team look at your fathers account so that we can investigate. He will need to call in to customer service so that we can look at the game history. He can call at ************ or email ******************. We hope this helps!

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: they may have fixedy last name (thank God) but I wasn't giving any bonus bucks at all. If my name had been fixed sooner then I'd been adding money to my account to play and every Thursday u are rewarded bonus bucks for being active on ur account. For added money. It starts out at 5.00 and goes up the more u add or more u play. So because of my issues I've not received a single bonus bucks. That's about 18 wks worth of bonus bucks I've missed. My dad plays monthly and is up to 10 a WK in bonus bucks. Which is where'd id been wks ago. This isn't fair that they are not seeing this. 
  
  Sincerely,
  
  ****** ********

  

  Business response

  12/15/2023

  Dear Ms. ********,
  
  We hope you have been able to successfully login to your account. If you are still having login difficulties, please let us know. Our system has constraints to ensure we verify the identity of our customers, for players’ protection and to comply with the law. Unfortunately, when players update information on their account, it can take time for our systems to verify an identity. We sincerely apologize for your frustration due to your inability to access your account. 
  
  As you know, Kentucky lottery proceeds are used to fund scholarship and grants programs for Kentucky students through the Commonwealth. For this reason, and as set forth in our iLottery Terms and Conditions, KLC does not compensate players for and is not liable for any alleged losses resulting from a player’s inability to register for, update, or use an account. 
  
  However, we value you as a loyal Kentucky lottery player and appreciate your support of the college scholarship and grant programs funded by the KLC. Therefore, for your inconvenience and to thank you for your support, we have applied $100 of Bonus Bucks to your account.
  
  If you have any further questions or need additional assistance regarding your account, please contact us.

  

  Business response

  12/18/2023

  “Customer Support has followed-up with the player directly. Thank You.”

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told that me and my girlfriend now wife would get a $100 bonus on referring me and after I did everything and was even also told that I would receive a 100% match to my first deposit and once everything was done they said they put in a ticket to have it added and than I call four five days later they said I’m sorry but you all do not qualify and was done told by people two people to be exact one named ****** and another **** that it was all good and already approved everything is up to par and on that phone call your days later told were not eligible anymore for whatever reason they had which they never said and they even submitted for them to give a reason and email of that reason they just thru it under the bus and I would have never deposited or opened an account with out some bonus for lottery and I don’t get mine or now my wife was my girl friend $100 bonus and not did I get my $25 for my deposit which was deposited multiple times that day and they just don’t want to give that money to everyone or they would lose or whatever but it’s false advertising and everything in so many ways I don’t even care about an apology or anything I just wish there was more honest businesses and stand up people that respect and appreciate business from their customers and should be held accountable when they are not but I have went ahead and continued to use the app because I enjoy a couple games and relaxing to it but all I got was $10 bonus bucks and that’s it for some reason I can’t get that but not what we was promised and advertised and even talked about over the phone before hand but it’s ok I know how they operate and will never trust a promotion or anything if you do this we will do that again and will tell everyone I come in contact and when it is topic to say and tell all about it and will just keep distance I suppose but live and learn and I know they will never do right by us or anything but that’s the price you pay .

  

  Business response

  12/08/2023

  Hello ****,

  Thank you for reaching out. We do apologize for this experience you had while making deposits and registering for an account. Upon further investigation, we did discover that you were never awarded for your first time deposit, so you will be awarded that. Regarding the referral bonus, we were unable to determine who was the referrer and who was the referee. Your account was created in 2021 so it would not be possible for anyone to refer you. If you have any questions or concerns, please be sure to let us know. 

  Have a great day!

• Initial Complaint

  11/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have purchased multiple in app lotto tickets over the past year, including on 10/15/2023. After purchasing the tickets I logged in the next day to see my balance as zero dollars. I checked my numbers against the winning numbers and found that I did in fact win on multiple rows. I contacted the Helpdesk on 10/23 with pictures and evidence of my purchase and missing winnings. They said they were aware of the issue and escalated it to the "tech team". I followed up on 10/30 and 11/9 both times telling me they can't provide any information or details and that they were still working on it. At this point, their app won't even allow me to look back at my past games and just gives an error message preventing me from looking at past games played and past numbers played. Today is now 11/21, over a month and I have had zero updates and still haven't received my winnings. I would like to understand the problem with the system and a timeline to where they will pay me for all past missing winnings.

  

  Business response

  12/07/2023

  Hey there *******,

  We do sincerely apologize for the issues you've experienced while using our app. We strive to create a fun experience for all of our player. After taking a look at your case, it seems like this matter has been resolved and you were awarded your winnings. If there's anything else you need assistance with, let us know anytime. Have a wonderful day!

  Customer response

  12/07/2023

  
  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,
  
  ******* *********

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• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had issues with the app for several months especially around the monthly updates. I can play a hundred dollars and not have one single win, which in return the Ky lottery customer service rep replied “you can’t win?” Is this your complaint?!” These intervals have happened over the course of several months and several occurrences but they ask for transaction numbers and act as if the date range isn’t sufficient. That’s a lot of transaction numbers and is simply absurd to expect someone to provide individually when the account can be accessed by date history. I reported this issues at least 2 months ago and have followed up without any resolution. A slew of updates took place about a month ago. So I speak to another rep via chat who tells me I’ve been allowed to play while my location is “out of state” ! This perfectly explains why there is a disconnect with the server and my app as the never winning losses are not concurrent with the odds whatsoever! I had been sitting on my couch in Ky and was playing the game prior to the rep telling me their system showed me out of state and that was why I was having issues! So this a issue between the geolocation server and the game server. I was allowed to place bets while showing not in state and would not win anything at all because the game server pinged me as out of state. During these times I realized I could play at other places and get some wins, but not while connected to my home network. This is very very unfair to me and probably many other people. I spent hundreds over the 6-8 months this has happened and did not get any wins. Then suddenly one day it’ll kick in and the wins are concurrent with the odds. Every month the same thing happened. Needless to say, I can’t access the game from my home at all now therefore I rarely play in the past month.

  

  Business response

  11/09/2023

  Hello ***,

  Thank you so much for reaching out. We do certainly apologize for any issues you may have had with your account and the app. We have responded to you directly to address your concerns and hope it provides answers to your questions. If there's anything else you need, you can always contact us directly at the email provided and we'll be happy to assist you. Hope you have a wonderful day!

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  App is a complete scam takes your money but will not allow you to use it or give a refund

  

  Business response

  10/30/2023

  Hi there ******,

  We're truly sorry to hear that you experienced some issues while trying to use the app and know what a headache that can be. Upon checking, we do see that you have an open case regarding this issue. Your patience is greatly appreciated as we continue to work through this and know, you will be contacted when an update is available. We appreciate your continued support. Take care!

*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. ↩