ComplaintsforKentucky Lottery Corporation

• 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!

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Denying me the money I fairly won and making me suffer for their pure enjoyment by violating my privacy. They are using my drug use as a reason not to pay me.

  

  Business response

  10/09/2023

  Hi Marsha,

  Our deepest apologies to hear that you have not yet received the money that you won. This is certainly not the experience we want for our players to have. Would you please reach out to our customer support at 877-789-4532 or [email protected] so that we can look into this matter? Please be sure to let us know what game you played, when you played, and how much you were supposed to win. We'll be happy to look into this for you. Looking forward to it. 

  Customer response

  10/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  You have clearly not done anything of that nature to resolve the issue of giving my winning to the wrong people several times. I'm not dead and I have never been married.  You have not yet to investigate the issue of all the people involved including the police department.  You have definitely dropped the ball on this.   I need some cash in hand immediately.  ** **** *********** HAVE A GREAT DAY
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have played online games for a long time. Two days ago, in the middle of an online game, I received a pop-up of a 1009 error. I still received the error after several attempts to sign-off/sign-on and replay the game. It has been over 48 hours since this error appeared and every time I attempt to play the "unfinished" gave, I still get the Error 1009 notice. I have contacted customer service and all I get is "its still in queue", " we will contact you when it has been fixed", "it's still in progress." This is not a site-wide issue because other players are still able to play. This is either isolated to my account or to a small portion of players' accounts. It is unacceptable to take someone's money (allowing deposits) but not allowing the person to play. There should be no reason that an update cannot be provided, that an explanation for the error is not provided or that this error has not been fixed in the more than 48 hours since it occurred. What makes this even more unacceptable is that others have had this same error and had to complain to the BBB for the same reasons yet the KY Lottery still has not corrected the issue or their response to this issue!

  

  Business response

  08/17/2023

  Hello *******

   

  We're truly sorry to hear that you are experiencing an error while playing one of our games and understand how upsetting this is. We also understand your concern with not getting a proper update on the progress of your case. Please know that our team is working diligently to address this issue so that you can continue playing. If you wish to simply be refunded the money you lost, please let us know. Your patience is greatly appreciated.  

  Customer response

  08/18/2023

   
  Complaint: ********
  
  I am rejecting this response because: this is clearly an ongoing issue and should be addressed more effectively.  It took a complaint with the BBB to get KY Lottery to fix the issue. However, I still have not received the promised email to update me on my account issue. Refunding my losses is a good start but more attention needs to be given to this issue and how you are handling it.
  
  Sincerely,
  
  ****** **********

  

  Business response

  08/21/2023

  Hello *******

   

  Our apologies to know that you experienced this issue and know how upsetting that can be. We have since resolved the issue and an email communication was sent out letting players know the issue was resolved. If you did not receive the email, please let us know, but for your reference, here is the communication that was sent.

  "Thank you for your patience. We are happy to inform you that the issue you experienced with the Instant Play game Reef Riches has been resolved. At this time, the stuck game has been completed and any pending payouts from that game have been credited to your account. You will now be able to purchase any Instant Play game you choose"

   

  Let us know if there's anything else we can assist with. All the best!

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been playing instant play games on the KY lottery app for two years literally play daily lost thousands upon thousands they advertise people winning large amounts of money making it seem like it's possible to win large amounts of money now the odds of me winning a large amount when playing two years everyday most days all day long I've never won an amount over $150 I believe these advertisings of the people that won large amounts on instant play on KY lottery app are false advertisment I believe these people don't exist and I would like to be shown proof that they do. if they can not provide that than I'd like all the funds I've ever deposited be returned to me due to false content, false advertising, misleading information KY law and is a suitable lawsuit

  

  Business response

  08/14/2023

  Hello *******

   

  We do apologize to hear that you were unable to win anything after playing. All our games are tested extensively to ensure that they are as fair as possible. You can always check the odds of any of our games by visiting our website. Please understand that ultimately, the lottery is a game of chance. We do encourage you to stop playing if you feel this is becoming a problem. If you need assistance with gambling addiction, please contact 1-800-GAMBLER **************** through either call or text.

   

  Regarding proof of winners, you can always visit our winners page here: ************************************************** Wishing you well!

  Customer response

  08/16/2023

  The response was to check out the winners on the app. Well that is exactly the complaint I'm filling I believe those people you have listed are false I don't believe they exist o believe KY Lottery post those false winners as a way to give false home and lore people in so the app can do what it's programmed to do take people's money if your not able to show legit proof that those big winners you have posted exist or return my deposits then I'll be taking my complaint to the next level including contacting news and socail media post

   

   

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’d deposited 10.00 into my online account back around June 13, 2023, was to,d I could not play online because of my location. The person on the online chat said I would be receiving my money back. I’ve contacted them several times and on the phone to have their employee be rude and hateful. I just want my money back. Thanks

  

  Business response

  08/10/2023

  Hi ********

   

  We're terribly sorry to hear that you still have not received your refund and the poor customer service. This isn't the kind of experience we want for any of our players. After checking, we see that the refund was issued on our end. If you have not done so, you will need to contact your financial institution about the status of your refund. Let us know if there's anything else we can assist with. All the best.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I deposited various amounts of money in the KY Lottery account in the past weeks and after buying a few tickets online and a remaining balance of $142.00 and $20.00 in winnings, I am no longer able to place wagers. When I used the chat function I am first asked for my date of birth and SSN. So, first they make my funds and wagering unavailable to me and then they want more PII for more scamming opportunities. I formally request my wagering capabilities be restored or all deposits and winnings be refunded immediately. My profile is complete and up to date. Location service is and has been turned on and there is no reason for this scam. Reading other similar complaints, it appears the KY Lottery folks make this a sport, quite possibly so customers provide sensitive information to anyone on the chat line.

  

  Business response

  08/08/2023

  Greetings *******

   

  We do apologize to hear that you are unable to place wagers on your account and understand how incredibly frustrating that is. The reason our agents require you to provide your date of birth and SSN is to verify you are who you say you are. This helps protect your account from unauthorized access. You will need to contact our customer service at  ************ or ****************** and provide the necessary information so that we can assist you. Wishing you well.

  Customer response

  08/12/2023

   
  Complaint: ********
  
  I am rejecting this response because: After contacting associates as requested two times, they were unable to resolve the matter even though they were able to confirm my loaction. The latest claim is that they needed to elevate the issue but refused to provide an estimated time frame when or if this will be resolved. This organization still holds a significant amount of money belonging to me and they make it impossible for customers to transfer these funds back to themselves. I had an online lottery account in VA while I lived there and I am wondering what is going on in KY that they can't run a website effectively or provide good customer service since they need it.
  
  Sincerely,
  
  ****** ******

  

  Business response

  08/14/2023

  Hello *******

   

  We certainly understand how incredibly frustrating this process has been and are working hard to get this resolved so that you can continue to play. We will make another attempt to remedy this situation, but know that if we cannot resolve this, we will issue you a refund. Thank you for your patience.

  Customer response

  08/14/2023

   
  Complaint: ********
  
  I am rejecting this response because: I reached out a total of 5 times, The issue has not been resolved and the email which was promised was unhelpful and asked me to reach out a 6th time "if" I still have problems. This organization is now insulting me. While I was on the phone a while back during my 2nd or 3rd try I was able to place a test wager but my account was immediately disabled after the call ended. I respectfully request a full refund immediately. I am wondering if it is criminal when a customer is unable to transfer their funds back after this corporation is unwilling or unable to provide the basic services advertised. I will look into whether a class action might be feasible. I usually have that much patience. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using the KY lottery website to purchase tickets. I have proof of several winnings that are not showing up on my account. When contacting the ky lottery corp, I have not had any luck, after numerous emails, in getting the winnings. I would like to officially close my account and cash out my winnings and any remaining money in the account.

  

  Business response

  08/08/2023

  Hello *****

   

  We're terribly sorry to hear that some of your transactions have not been showing up on your account and understand how concerning that is. This is certainly not the experience we want to have for our players. We did attempt to contact you on 8/7/23 but was unable to reach you and left a voicemail. If you have not done so, you can contact our customer service at ************ or at ******************. All the best! 

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought $20 worth of funds to play the KY lottery app, yet I can't play any Instant play game. Once I get to the game play screen and place a wager, it eternally loads and never does a thing. So I decided I would go online to play and I can't play there either, because it does the same thing! It seems like a lot of people are having similar issues. So if they can't fix this issue to play, I just want a refund of my money please. Thank you

  

  Business response

  07/21/2023

  Hi ******

   

  We're terribly sorry to hear about this awful experience with both the app and the website and absolutely understand how frustrating this is. We'd love to help. Please reach out to our customer support team at ************ or email at ******************* We look forward to assisting you. Take care!

  Customer response

  07/21/2023

   
  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

  06/18/2023

  Complaint Type:

  Product 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. I us to play everyday and now nothing at all.

  

  Business response

  06/21/2023

  Hi, ****

  Thanks for your time last evening. Our team is working on a system remap of your IP address that should enable you to play again once completed. We will contact you once that has been completed. If you have any further issues after, please reach back out to us at ************ so that we can further investigate.

  Thanks,

  The Kentucky Lottery

*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. ↩