ComplaintsforLotto.com Inc.

Lottery

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Initial Complaint
08/26/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 20, 2024, Lotto.com suspended my account while I had a payout in progress. I've emailed them every day since then seeking a reason, yet they still keep giving me the run around with vague cut and paste answers from customer support. Some of the responses are literally the same word for word. I want answers as to why this has occurred and a quick resolution.
Business response
09/05/2024
The user account was temporarily suspended for review due to recent account activity regarding their payment method.

Per section 5 of our Terms and Conditions,

We reserve the right to review all transactions and to withhold deposited or credited funds and winnings if we reasonably believe that the deposit or payment was unauthorized, misused or fraudulent.. By creating an account and/or requesting or utilizing the Services in any way, you hereby consent to any reasonable investigations which we may deem necessary, in our sole discretion, for the purpose of verifying customer information, including but not limited to, identify verification, source of funds, and background checks.

We conduct these types of reviews to protect our customers.

Our team has reviewed and reinstated the customer account, and their winnings have been returned to their Lotto.com account balance, which may be used for future orders or withdrawals.

For this reason, we request that this complaint be closed.
Customer response
09/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*************************
Initial Complaint
07/20/2024
Complaint Type:
Product Issues
Status:
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.
This Saturday morning of July 20 2024, I have experienced deliberate timewasting from lotto.com. I was sent an email -- perhaps even multiple emails -- from lotto.com claiming I could claim free NY Lotto ticket(s) with a code provided in the email. I attempted to do this on the Safari browser on a laptop. After selecting numbers and being told the code works, lotto.com repeatedly stated they needed to verify that my location is in **, which it was. However, lotto.com repeated then also stated they were unable to verify my location, which is not my problem.I then attempted to use lotto.com's email code on another device -- this time, a cell phone wherein I could enable the Location function on the cell phone. When I did this, Lotto.com still repeatedly stated that the code works but repeatedly stated they were unable to verify that my location is in **, which is again not my problem. Lotto.com has baited me with this email and wasted my time. Lotto.com owes me the advertised tickets immediately.
Business response
07/26/2024
Lotto.com is a lottery courier licensed by the state of ********** and ********, with authorized operations in other jurisdictions. Lotto.com is legally required to confirm that a customer is located within a state in which we operate prior to accepting an order for official state lottery tickets.
In this case, the customers device was preventing ********************** from locating the customer. This occurs when either the device does not have its location services enabled or the device blocks ********************** from accessing its location services. This was an issue on the customers end and not with *********************** location service. Due to this, Lotto.com could not confirm the customers location at time of order and the customer was prevented from completing the order (See Section 4 of our Terms and Conditions).
In an effort to assist with this matter, Lotto.coms Customer Success Team contacted the customer via email on July 20, 2024, and provided instructions for enabling location services on their device. The customer did not reach out for further assistance. Our Customer Success Team is happy to further assist the customer with this matter if the customer desires.

Customer response
07/26/2024

Complaint: 22018403

I am rejecting this response because:

*****'s response is very likely to be untrue. Their competitor can detect locations without a problem. Lotto.com blames me or my devices for their own lack of common sense in determining my location, but I have tried three different devices and if not will work, then, this is surely Lotto.com's fault and apparently I am the only one who faces this trolling from Lotto.com.

Regards,

Karan C
Business response
07/30/2024
Lotto.coms Customer Success Team emailed the customer on July 20, 2024, and provided instructions for enabling location services on their device. The customer followed the instructions and enabled their location services on July 25th.

The customer reached back out because they received a different error on their new attempt. They were given updated instructions but did not attempt to place an order after receiving them. Their only attempt to place an order was after receiving the initial set of instructions from July 20th.

We encourage the customer to attempt to place an order with our updated instructions and follow up with our Customer Success Team for further assistance if needed.

As the customer has already received updated instructions, Lotto.com requests that this complaint be closed.
Initial Complaint
04/07/2024
Complaint Type:
Product Issues
Status:
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.
I won hundred dollars on a scratch ticket I had to enter my bank info so they can deposit my money into my account Its been going on week 2 and still no money on my account Ive read other complaints against this company There all the same Not getting there money Please get the general prosecutor involved from ********** There is no phone number to talk to anyone And the emails say the same thing over and over ************
Business response
04/16/2024
When a customer wins a prize under $600.00 on their lottery ticket order from Lotto.com, those winnings are added directly to their Lotto.com account. The customer may then either elect to withdraw their winnings from their account, or use the winnings to place future orders on the site.

Once a customer submits a withdrawal request, ********************** will initiate a transfer of the funds to the bank account information provided by the customer. As ********************** can only send the customers prize funds where the customer directs, the customer bears the responsibility of providing accurate account and routing numbers.

In this instance, the customer requested a withdrawal from their Lotto.com account for $103.00 on April 1st and entered a routing and account number for the withdrawal to be sent. The customer was informed that withdrawal requests may take up to 10 business days for processing and delivery.

Ultimately, the withdrawal was completed and delivered into the customers account on April 9th, within the expected timeline communicated to the customer. The customer has also been notified via email of the completion of this withdrawal. For this reason, we request that this complaint be closed.
Initial Complaint
03/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had purchased a lotto ticket here on 8 August, 2023 because I did not have time to go to a local store, and it looked like a good option. Well, it was not. Its been horrific. What lotto.com did was take the liberty to run my card 62 more times. And because I did place the one time purchase on a card I don't use much, I was unaware until my credit company said I had a debt. I only authourized the one time for *****. What he did was stealing. The owner of the company has the scam down. Don't even think about get a lotto ticket this way. Skip it if you can't make if to your local gas station. The owner of this company need to have his license revoked.
Business response
03/20/2024
Lotto.com is a lottery courier licensed by the ******************* and ********, with authorized operations in other jurisdictions including *********.

Lotto.com offers a subscription service to some of our customers. When customers subscribe to a game on Lotto.com, Lotto.com automatically fulfills that order for each subsequent drawing in accordance with the original order.

Customers must opt-in to the subscription service when completing their order on Lotto.com. The subscription service is not included in Lotto.com orders by default.

Additionally, Lotto.com provides transaction emails, including an order confirmation and ticket delivery confirmation email, to our customers during the processing of their orders. These emails are sent to the email address provided by the customer during the registration of their ********************** account.

This customer created a ********************** account in January 2023. Using their Lotto.com account, the customer placed an order on August ******** and elected for the order to be fulfilled as a subscription.

Lotto.com continued to fulfill this order based on the customers elections and provided this customer with transactional emails each time the order was fulfilled. For these reasons, we request that this complaint be closed.
Initial Complaint
02/28/2024
Complaint Type:
Product Issues
Status:
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.
I played the lottery on lotto.com, and I won scratch off tickets. The money on each of those tickets were never added to my total never ever they have it looking like they gave me the money and I played tickets with that money which, in fact, I never got the money I kept adding my own money and buying tickets. They never gave me none of my winnings not one $1, they put a total of two dollars on my account. I told him to keep it, and I close the account.. something needs to be done about them.. they are stealing peoples money and definitely my money.
Business response
03/08/2024
Lotto.com is a lottery courier licensed by the ******************* and ********, with authorized operations in other jurisdictions.

When a customer wins a prize under $600.00 on their lottery ticket order from Lotto.com, those winnings are added directly to their Lotto.com account. The customer may then elect to either withdraw their winnings from their account, or use the winnings to place future orders on the site. ******** will be applied against the total price of future orders. If winnings are insufficient to cover the total cost of a future order, then a payment method the customer chooses will be used to supplement the remainder of the orders cost.

Between November 2022 and October 2023, this customer ordered 61 tickets on **********************. Of these 61 orders, 14 earned winnings under $600.00. These winnings were added to the customers Lotto.com balance shortly after the posting of the results for each draw. Winnings are recorded on the customers account, and may be viewed by the customer under the Transactions page. Further, the customer was notified by email for each winning ticket and the amount that was won.

The customer continued to place orders on ********************** and the winnings were applied towards the cost of new orders. When the prior winnings were insufficient to cover the total cost of the new orders, the customers selected method of payment was used for the remainder cost of the order.

Lotto.com has contacted this customer through email to address in detail any concerns that they have regarding their account. As the customer was provided with their winnings and used these winnings towards additional orders, we request that this complaint be closed.

Customer response
03/10/2024

Complaint: 21362104

I am rejecting this response because:

Regards,

***********************
Initial Complaint
01/30/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a scratch off ticket on December 25, 2023 and won $20.00. I submitted the withdrawal option and have been waiting for my winnings since then. I played LUCKY FOR LIFE game and won $15.00 on January 2, **** and submitted the withdrawal option and have been waiting on my winnings for this game as well. I sent an email to support on January 12, **** inquiring about my winnings and the response was that I needed to send my bank account information. I did not send anything because I AM THE ONE WHO SUBMITTED MY ACCOUNT INFORMATION IN THE FIRST PLACE SO I KNOW IT IS ENTERED CORRECTLY!! I just want my winnings and I will NO LONGER BE USING THIS SERVICE AGAIN!!! THEY ARE HORRIBLE!
Business response
02/06/2024
When a customer wins a prize under $600.00 on their lottery ticket order from Lotto.com, those winnings are added directly to their Lotto.com account. The customer may then either elect to withdraw their winnings from their account, or use the winnings to place future orders on the site.

Prior to submitting a withdrawal request, the customer must input the account and routing numbers associated with the bank account they would like to receive the payment. Per Section 5 of our terms and conditions, customers are responsible for accurately inputting the information required to use their Lotto.com account, which includes bank information.

Once a customer submits a withdrawal request, ********************** will initiate a transfer of the funds to the bank account information provided by the customer. As ********************** can only send the customers prize funds where the customer directs, the customer bears the responsibility of providing accurate account and routing numbers.

In this instance, the customer requested their first withdrawal from their Lotto.com account for $20.00 on December 25th and entered a routing and account number for the withdrawal to be sent. The customer requested a second withdrawal from their Lotto.com account for $15.00 on January 2nd using the same routing and account number as the first withdrawal.

The customer contacted ********************** customer success (CS) on January 12th and claimed they had not received the $20.00 withdrawal or the $15.00 withdrawal. CS requested a voided check from the customer. This allows us to verify whether or not the customer provided accurate account information. In this case, the customer refused to provide their bank account details.

Ultimately, the withdrawals could not be processed due to an invalid account number provided by the customer. The funds were returned to the customers Lotto.com account. The customer was notified about the invalid account number and was asked to submit a new withdrawal request using the correct account information.
Initial Complaint
12/18/2023
Complaint Type:
Product Issues
Status:
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.
On November 10th 2023 i purchased a Scratch off ticket call Spectacular on Lotto.com for *****. I won ****** i played ***** back and requested balance of ******. to be placed in My bank account. this never happened they asked for my birthday, phone number and bank account which i sumbmitted . lotto.com still refueses to give me my ******. I want my money.
Business response
12/20/2023
When a customer wins a prize under $600.00 on their lottery ticket order from Lotto.com, those winnings are added directly to their Lotto.com account. The customer may then either elect to withdraw their winnings from their account, or use the winnings to place future orders on the site.

Prior to submitting a withdrawal request, the customer must input the account and routing numbers associated with the bank account they would like to receive the payment. Per Section 5 of our terms and conditions, customers are responsible for accurately inputting the information required to use their Lotto.com account, which includes bank information.

Once a customer submits a withdrawal request, ********************** will initiate a transfer of the funds to the bank account information provided by the customer. As ********************** can only send the customers prize funds where the customer directs, the customer bears the responsibility of providing accurate account and routing numbers.

In this instance, the customer requested a withdrawal from their Lotto.com account for $190.00 on November 10th and entered a routing and account number for the withdrawal to be sent. The request was approved and submitted to our bank on November 13th. Our bank confirmed that the funds were successfully deposited into the account provided by the customer on November 15th.

When funds are not transferred successfully, they are either returned to Lotto.com or marked as undeliverable. Neither has occurred in this case.

The customer contacted ********************** customer success (CS) on November 25th and claimed they had not received their $190.00 withdrawal. CS requested a voided check from the customer. This allows us to verify whether or not the customer provided accurate account information.

In this case, the customer has refused to provide their bank account details. We therefore cannot confirm whether the $190.00 was sent to the correct account or otherwise locate the funds. If it is determined that the customer made a mistake and entered their account details incorrectly, we can work with them and their bank to try and rectify the situation.
Customer response
12/20/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*****************************
Initial Complaint
10/14/2023
Complaint Type:
Billing Issues
Status:
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.
Sept. 22, 2023 Never pay out what you win.
Business response
10/23/2023
When a customer wins a prize under $600.00 on their lottery ticket order from Lotto.com, those winnings are added directly to their Lotto.com account. The customer may then either elect to withdraw their winnings from their account, or use the winnings to place future orders on the site.

Prior to submitting a withdrawal request, the customer must input the account and routing numbers associated with the bank account they would like to receive the payment. Per Section 3 of our terms and conditions, customers are responsible for accurately inputting the information required to use their Lotto.com account, which includes bank information.

Once a customer submits a withdrawal request, ********************** will initiate a transfer of the funds to the bank account information provided by the customer. As ********************** can only send the customers prize funds where the customer directs, the customer bears the responsibility of providing accurate account and routing numbers.

The customer in this instance requested a withdrawal from their Lotto.com account for $750.00 on *** 22nd and entered their routing and account number for the transaction at the time of submission. The request was approved and submitted to our bank on *** 25th.

When funds are not transferred successfully, they are either returned to Lotto.com or marked as undeliverable. Transactions may be returned due to incorrect information, or because the customers bank refuses to accept them. Following this, the funds are returned to the customers Lotto.com account balance.

Our bank confirmed that the $750.00 transaction, processed on *** 22nd, was returned on *** 28th. These funds have been returned to the customers Lotto.com account.

The customer contacted ********************** customer success (CS) on Oct 14th inquiring as to why they have not received their $750.00 withdrawal. The customer was informed that their payout request was returned to us due to invalid account information or was otherwise rejected by the bank. The funds have been returned to their Lotto.com account.

The customer has provided documentation verifying their account information is correct. We do not know why these transactions are being refused by the customers bank. We have reached out to the customer in an effort to find an alternate method for delivering these winnings, however, at this time, we have not received a response.
Initial Complaint
09/30/2023
Complaint Type:
Billing Issues
Status:
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.
Lotto.com is fraud and they keep and sell our personal data without our consent. I have enough evidences that even after I requested them multiple times to delete all my personal information and yet months after me permanently closing my accounts they still retaining and selling my personal information in their servers.This is clear violation of my individual rights and I am considering this company has intentionally ignored my written request to delete all of my personal account related data. I am giving one last chance for them to remove all of my personal and identity related information from their server if the company fails to do that I would be bound to take a legal action for violating my personal rights.
Business response
10/09/2023
The customer states that we are violating his personal rights. However, in this case, we are under no legal or regulatory obligation to delete the customer information upon the closure of the account or a request for deletion.

The customer closed their account in July of this year. Once closed, the account is deactivated and the customer can no longer use the account to order lottery tickets. While Lotto.com strives for data minimization and to comply with applicable state privacy acts, we may retain account information after closure for various reasons including legal and regulatory obligations and fraud prevention. This is particularly the case when an order has been placed, such as with this customer.

Lastly, this customer is misinformed and ********************** does not sell customer data to any third-party entity. This is clearly stated in our privacy policy.

Customer response
10/09/2023

Complaint: 20678931

I am rejecting this response because: Wow so you are now stating that its the government who is asking you to store my personal account information for a account that was closed months ago and on the email I have clearly mentioned I want my account to be deleted not asked for deactivation.
You are now going to provide me with the information and under which act and state law government has authorized you to retain and sell customers information when the customer has requested to be completely deleted.
Under CCPA a landmark which gives me the control of my data and what and how long it should be retained and since I am no longer using your services and complied and allowed ample time for this data to be automatically removed from your server. And for your information no fraud can happen from a deactivated and deleted account but given if your company data gets compromised it a big risk for my personal information to be compromised as well regardless of me not even using your services. Hence It is clear that who has intention of committing fraud by selling my information no other reason to retain a deactivated account information after 6 month.
Regards,

***********************
Business response
10/17/2023
The **** is a **************** privacy law that gives ********** residents privacy rights in certain circumstances. The customer in this instance is a ***** resident and all activity under their account occurred in *****. Therefore, the **** is not applicable to this request. Even if **** were applicable, there are exceptions when a business transaction has been made.

Nevertheless, we will process the deletion request once our payment processors have finalized the customers transactions. The transaction is finalized 120 days after the transaction. The customers last transaction occurred on July 11, 2023.

Lastly, the customer has stated that we sold or intend to sell the customers information without evidence supporting these false accusations. As noted previously, we do not sell customer data.
Initial Complaint
08/25/2023
Complaint Type:
Service or Repair Issues
Status:
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.
LOTTO.COM INFORMED ME ON THEIR APP OF ME WINNING $4,986.00 on 8/24/23. On 8/25 they sent me a personal email congratulating me of my said winnings. After that I was informed the winnings was only $4.00. Where can I verify what I actually won.
Business response
08/29/2023
Lotto.com is a lottery courier licensed by the ******************* and ********, with authorized operations in other jurisdictions.

On August 24th, a technical error occurred during our evaluation of the drawing results for the ***** Lottery draw game All or Nothing on Lotto.com. As a result, some customers were notified of an incorrect prize amount for winning tickets including *************************

************************ had five different entries in the August 24th draw. Of these, two entries had eight of the twelve total winning numbers matched. According to the official ***** All or Nothing game rules, this would earn a prize of $2 per entry, for a total winnings of $4.00. Unfortunately, due to the technical error, ************************ was notified of a winning prize of $4986.00.

Per Lotto.coms Terms and Conditions:
Section 7H. Official Records. We will make all reasonable efforts to ensure that the draw game winning numbers and prize amounts posted in your account and on the website or through the mobile app are accurate and available within a reasonable time. However, in the event of an error, the winning numbers and prize amounts in the official records of the state lottery or regulator in that particular jurisdiction will stand as the final determination of winning numbers and prize monies.

Email messages were provided to affected customers on August 25th to apologize for the misunderstanding and to correct this error. Additionally, any winnings owed to affected customers were added to their account balances in accordance with Lotto.coms Terms and Conditions.

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