ComplaintsforKentucky Lottery Corporation

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a Kentucky Lottery app. A few weeks ago while playing the app said there was a problem with the cashier. As a result $25 was “locked” in my balance but I could not use it . I called and they resolved the problem in 2 days. After I was able to play again I spent 100 dollars playing. I did not win and the amount was withdrawn from my account with no issues. Then days later I received the same charge . So the charge was reversed. The Ky lottery was paid. Again they were having issues with the cashier and charged my account twice. I then went to play again and got a message saying my account was disabled due to terms conditions violation. It took them 2 weeks to respond after I had to call daily only to be told my account would not be reopened. They never excepted responsibility for their mistake. I never received an apology for the mistake and the person I tried to explain my case to was rude and said nothing I said mattered . There was no violation of any policy as they were paid! I have account records they still did not care .i would like my account reactivated and an apology. Below I have uploaded the 100 dollars that was received by them, four 25 dollar charges

  

  Business response

  06/08/2022

  We have communicated to this player via email and via phone that we verified that his account was not charged in error and that our records only show a single charge. The player initiated a chargeback for the charge which our records indicate was valid. This is a violation of our Terms of Use, and his account was terminated for violating these terms.
  
  Also, our records show it did not take us two weeks to respond to his complaint. The player first reached out to our customer service the evening of 5/24 and he received a response the next morning. He contacted us several times between 5/25-5/28 and was informed that the matter was being looked into. He was contacted on 6/1 after verifying he had initiated a chargeback for a valid charge and was informed his account was closed for violation of our Terms of Use.

  Customer response

  06/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The Kentucky Lottery was paid. The charge came through twice. If they were not paid, I’d penalize like to see proof. In the original complaint I sent my bank statement showing they were paid. There notes should also reflect they had a problem with their cashier. They have not taken responsibility for their mistake. All of my plays have been paid. The dispute is a result of their mistake. I am being penalized for their mistake. Furthermore part of their policy is the ability to disable an account without explanation, this at its core is awful business. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 30th I bought a $60 igift card with the intention of playing the instant online lottery. Around midnight on may 1st, 2022 I attempted to add this igift to my account but after putting in the id number I got an error message stating, something went wrong. I tried to reenter it then got the message that this gift id had already been redeemed. However I did not get the $60 added to my online account. I emailed the kylottery help address as well as called customer service the following day. A case was opened. It's now 2 days later and we have exchanged over 10 or 15 emails and I've yet to get my credit. They state on their end it shoes redeemed. But on my end it does not nor do I have the credit to my account. I have sent multiple screenshots , written multiple emails, spoke with 2 different young ladies and still not resolved. When it's as simple as looking at my transactions. You will see I have played nothing online since this fiasco , yet according to them the money was deposited into my account t. My account balance is .08 cents. All they have to do is actually take the time to look at the screenshots , look at the transactions and they will see the money was never credited on my end. I agree with the other complaints as well. The glitches their system seems to have is a copius amount. The instant games throw you out time after time and your money tends to disappear with it. Granted they ultimately end up adding it back to your account within a couple of days but why should we as players be inconvenienced so much. We shouldn't have to wait when it's our money. I shouldn't be waiting 2 days later after spending $60 on an igift and still not get the use of ny funds. Ky lottery sure doesn't want to compensate you for the headaches you go thru. And this whole ordeal has been a huge headache. It shouldn't 15 and 20 emails , multiple calls and case numbers to get this fixed. It's beyond ridiculous. I will attach all the emails of need be

  

  Business response

  05/04/2022

  We have worked with our call center to review this case, and have confirmed with the complainant that the correct iGift amount has been added to his account.

  Customer response

  05/04/2022

  Better Business Bureau:

   The correct amount was added to my account today after multiple emails and phone call. I still feel I should have been compensated for the hassle and I also feel like the lottery takes no responsibility when issues like this arise. In fact, I felt like several of the emails made it sound like I was lying about not receiving the funds, when it should have been very easy to figure out I hadn't just by my play in comparison to my deposits. And had I not filed this complaint, I don't feel I would have gotten my money this morning , I felt like I was put off for 3 days because of a power trip. On the upside I met one, just one, representative that followed through with her word and contacted me back without having to beg. So kudos to *******. I do t think an apology was too much to ask for and an admission that your technology screwed up. Not everyone is deceitful and I think the lottery would do good to remember that when dealing with customers. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** ********

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I downloaded the app but it keeps telling me I ain't been verified, but it's not showing me or letting g me verify myself?

  

  Business response

  04/15/2022

  The player associated with this account has not passed our age/identity verification process.  We ask them to please call Customer Support at ************ so they can walk through what documents may be needed to validate the player's identity. 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am still waiting for kylottery to refund/payout from keno wins that were not being correctly paid out. August and September of 21, I noticed that the numbers I chose for keno were coming up in the corresponding games that were for my ticket numbers, however, the payouts were not matching up. I contacted them, the rep said they would do a thorough review and the system would fix itself, and payout what was missing.. the thing is, they never did, I play games and just log on to see how much I've won, only customers who noticed this happening were actually watching the draws!! I've noticed many times when on a streak, the system will boot me off and out of the games.. please investigate this issue. I've also seen in an autoplay that I won a 750 dollar prize but it glicthed out and took me back to main screen. What about this is fair to the addicts out here? Please investigate

  

  Business response

  01/19/2022

  Our records show that on 9/14/21 this player inquired about her Keno payouts.  We responded that same day, saying we did have an issue with the payments, but that had been resolved and she should have seen the funds in your account.   Our Customer Service team is reaching out to her again; if she need further assistance, she should please let them know what transactions she is specifically disputing. 

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i opened up an ACCOUNT on line, to PLAY MY KENTUCKY LOTTERY, WHEN I WON LITTLE AMOUNTS THE KENTUCKY LOTTERY WOULD PAY ME, BUT ON OCTOBER THE FIRST, AND THIRD. EVENING DRAWS, I WON AND I DIDN'T GET PAID! ON OCTOBER THE FIRST I WON $700 TOTAL, BUT THE LOTTERY ONLY PAID ME $100, SAYING ONE OF MY TICKETS WAS FOR MIDDAY I SEND IN THE TICKET TO THEM, ON OCTOBER THE THIRD EVENING DRAW, I WON $400, I ALSO SEND THAT TICKET TO THEM, I ASK WAS THAT THERE TICKETS, THEY TOLD ME YES! I CALLED EVERYDAY, EXCEPT WHEN THE LOTTERY TOLD ME TO CALL BACK IN 48 HRS, THEY KEPT GIVING ME EXCUSES, TALKING ABOUT THEY WAS LOOKING IN TOO IT! THEY ASK WHAT WAS MY IP ADDRESS ON MY COMPUTER, I DIDN'T NO IT, BUT I SAID I WOULD CALL ********, AND GET IT, THEY TOLD ME THEY COULD GET IT! THEY DELETED CASE NUMBER, AND LOTTERY PICKS I HAD ONLINE, LUCKY I KEPT THE TICKETS IN MY E-MAIL, I SHOULD HAVE HAD THE INFO IN THERE FOR A YEAR, OR TWO, AFTER ALL THE CALL, I DECIDED TO SEND MY INFO TO THE SECURITY DEPARTMENT, SECURITY CALLED ME, I TOLD THEM WHAT HAD HAPPEN, THEY TOLD ME THAT WAS THE WRONG DEPARTMENT TO HANDLE THE PROBLEM, AND CONNECTED ME TOO THE MARKETING DEPARTMENT, I TOLD THEM WHAT HAD HAPPEN, AND SEND THEM THE TICKETS, I HAVEN'T HEARD BACK FROM THEM, FOR I CALLED BACK, AND TOLD THE LOTTERY I HAVEN'T HEARD ANYTHING FROM THE MARKETING DEPARTMENT, AND THEY CONNECTED ME TO THE CLAIMS DEPARTMENT, THEY TOLD ME THE TICKETS WAS FOR MIDDAY, I SAID NO, THEY WAS FOR THE EVENING DRAW, THE LADY TOLD ME I WASN'T GONNA GET MY MONEY, I ASK FOR THE NUMBER IN LOUISVILLE, KY LOTTERY, THEY SAID NO, I HAD TOO SET UP AN APPOINTMENT, I ASK COULD I GET THE APPOINTMENT THEN, THEY TOLD ME NO, THEY COULDN'T DO ANYTHING, AFTER THEY TOLD ME I COULD GET THE APPOINTMENT, I WAS GONNA GO THERE MYSELF, BUT WITH THE COVID, I DIDN'T KNOW IF THEY WOULD BE THERE. I COULD SEND IN ALL MY E-MAIL PICTURES, AND TEXT BACK FROM THEM, OR I HAVE TO GET ** ******** TO SEND IN, WHAT Y'ALL WILL EXCEPT, I DON'T NO HOW TO DO THAT SORRY

  

  Business response

  01/26/2022

  Ms. *******,
  
  As we shared on November 17 and December 24 when you contacted Customer Service, we apologize for the confusion associated with your wagers and appreciate your patience while we investigated.  You were questioning why you had not received a winning deposit for matching the Pick 3 numbers for an evening draw October 1 and 3rd. Upon review, we confirmed you purchased a $5, one draw for midday on October 1, and a $10 two-draw wager for the midday drawings on October 2 and 3, which were correctly recorded and processed on our draw system. These wagers appeared accurately in your transaction history at the time of purchase.  You did not wager on the evening Pick 3 drawings on October 1 or October 3. As a result, you did not receive a winning prize in your wallet for these wagers because they were not winning wagers for the evening draw purchase.
  
  The transaction history is not an official record of the purchases you made, or the wagers placed on the gaming system, and is a convenience to the player.  There was a time period where your transaction history erroneously reflected you had made the wagers for the evening draws.  This error was the result of a process that is routinely run overnight to compare transaction history with wagers purchased, which incorrectly altered your transaction history.  This routine process inadvertently overwrote the accurate transaction history, erroneously reflecting you made a wager for the evening draw and left blank the type of wager you had placed.  This did not impact your actual wager, which was for the midday drawing.  Based on customer questions, like yours, we had discovered this issue back in October, and addressed the issue.  Your transaction history was updated to correctly reflect the accurate wagers you had placed.

  Customer response

  01/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,    and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please explain why none of my transactions are visible other than the first one? How did one set of wagers "glitch" as lotterry official stated but not the other. the photo taken with my phone shows the wager was for evening. the photos shown raise concerning questions that i would

  like answered within seven business days. 

  Regards,
  
  *** **** *******

  

  Business response

  02/08/2022

  Ms. *******,
  Thank you for the screen prints. We have sent you an Excel document that will match your “Game History” that displays all the successful wagers you placed on the dates in question.  The history includes all correct details for your wagers, including draw date, board numbers, wager type, and whether it was a midday/evening draw.  Also, the winnings numbers are available on the website. On October 1, you had two successful Pick 3 wagers for the evening draw. One of these, included in your screen print, was a straight/box wager for the evening draw which resulted in a $100 win, which was paid correctly to your wallet as expected and the other was a non-winner. You also made two successful Pick 3 wagers for the midday draw (which, as previously explained, are not eligible for any winnings from the evening draw).  One of these midday draws was included in your screen print, a $5 Pick 3 wager. The other screenshots show a failed $3 wager. The screenshot from "transaction history" shows a $3 debit for a shopping cart purchase, and then immediately after a $3 credit back to your account for the incomplete wager. This also shows in your "order history" with a status of failed.  This $3 wager attempt was refunded to your wallet within a minute after placing the wager.  This wager attempt will not appear in your "Game History".  You asked why this wager wasn’t competed.  Wagers can fail for various reasons, such as connectivity with the systems, connectivity with your local internet, etc. In the communication we shared previously, we did say that you did not wager on the evening Pick 3 or Pick 4 drawings on October 1 or October 3.  Our apologies if this added to your confusion.  We meant for the wagers you were specifically questioning, you did not have evening wagers.  You did have the two evening wagers for Pick 3 (identified above) and Pick 4 on October 1.  Our records do not show any wagers on October 3. 
  

  Customer response

  02/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'M SORRY BUT THE LOTTERY PERSONNEL KEEPS GIVING ME THE RUN AROUND, I HAVE BEEN TRYING TO GET MY MONEY FOR FOUR MONTHS 

  NOW FROM OCTOBER THE 1ST/2021 AND OCTOBER THE 3RD/2021, AND THEY KEEP MAKING EXCUSES, SOFTWARE ISSUES, IP ADDRESS, BECAUSE ONE OF MY TICKETS, ON OCTOBER THE 3RD /2021 WAS A PROBLEM! AND ONE WAS OK, 

  HOW IS THAT POSSIBLE, I FORGOT TO SEND IN MY TICKET FOR MY $400 WIN, 522 QP ON OCTOBER THE 3RD/2021, WHAT OTHER WAYS CAN I GET MY MONEY!  I HAVE TOO TRY SOMETHING ELSE, SORRY

   Regards,

  
  *** **** *******

  

  Business response

  02/22/2022

  The Kentucky Lottery stands by our earlier response to this individual.

  Customer response

  02/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
      I HAVEN'T RECEIVED MY MONEY, UNTIL THE LOTTERY PEOPLE PAY ME MY MONEY, THIS IS NOT GOING AWAY, I TOLD THEM THIS, WHEN I

  FIRST TRY TO GET MY MONEY, THEY THE ONES WHO KEPT MAKING EXCUSES, FOR FOUR MONTHS NOW, I JUST WANT MY MONEY OWED TOO ME, AND EXTRA FOR TAKING SO LONG TO PAY ME. DO I NEED TO TAKE Y'ALL TO COURT,

  BECAUSE I WILL DO THAT, AND MORE MONEY WILL COME OUT OF Y'ALL POCKETS!  JUST PAY ME MY MONEY, AND IT WILL END, IT'S Y'ALL CALL!   ALSO, RESPONE BACK WITHIN 7 DAYS

   

   

   

   

   

  
  
  Regards,
  
  *** **** *******

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ky lottery is by far a joke when it comes to gambling or lottery. Me as well as several other of my friends have all spent hundreds and hundreds of dollars through online instant lottery games and very rarely win anything at all that amounts to anything. I'm seriously regretting ever taking a referral to online instant play. I've spent so much money on this site and have barely won anything period! They should have a record of what I have spent this year and what I've won. I want my money back or at least part of it and I will never use this service again. I know other people sees this they would agree with me that this is a fraud. It's completely rigged and there is nothing else to say about it. Their big claim is fueling education, yeah if you look at what the corporation takes in and what they actually give for scholarships and payout someone is really getting rich here that we don't here about.

  

  Business response

  11/11/2021

  In the last fiscal year, the Kentucky Lottery sold $1.586 billion dollars in tickets, paid players $1.07 billion in prizes, turned over $354.8 million to the Commonwealth for education, and paid $90.6 million in sales commissions to our retail partners, and expended less than 5% in operating costs. With more than a billion dollars in prizes awarded, the prizes are most definitely out there.

  Customer response

  11/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The game constantly freezes anytime you feel like your about to win and not only then but all the time. KY lottery online play should be investigated thoroughly for several things not just for glitching and scamming people with rigged games. If I wanted to play without winning anything I would just buy a xbox or playstation. Since Ky Lottery is accredited by the BBB id say. I don't stand a chance with my complaint being successful. KY lottery responds with a reply with something a robot would say. I dont accept your response and I am not satisfied with service. I want my money back. If you advertised the percent of chance anyone could win online like on a physical lottery ticket nobody would waste there money. Despite the fact its 10 times more addictive and the many traits the game is designed to addict people with the flashing of lights and sounds the games make. They are robbing people and its not right.
  
  Regards,
  
  ***** ***

*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. ↩