Complaints

The 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:02/25/2025

  Type:Product Issues
  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 Purchase on line to Lotto.com Scratch it tickets total Balance $89..50 by me using my Debit card ********* and it ask me if I want to cash it out?? Yes of course I do? BUT!!? MY BANK ISNT SHOWING MY REFUND THAT THE TICKETS I HAD BOUGHT!!?? AND PURCHASED!! I HAD WON MONEY ON ALL THE SCRATCH TICKETS THAT TOTAL AMOU NT IS$ ***** AND THE HACK MY LOTTERY WINNINGS!! I WILL PRESS AGAINST THE COMPANY!! AND TAKE IT TO COURT!! IM SICK OF THIEFS!!!! AND NOW!! WANT MY MONEY ASAP!!

  Business Response

  Date: 02/25/2025

  Lotto.com is a lottery courier licensed by the state of ********** and ********, with authorized operations in other jurisdictions.

  Winnings under $600 are added to your Lotto.com account balance and can be withdrawn or used towards new orders. If you place a new order, any winnings on your account will be used first, before your payment method is charged.

  Once a customer submits a withdrawal request, ********************** will initiate a transfer of the funds to the bank account information provided by the customer. Payouts will be reflected in their bank account within 2-5 days.

  This customer created an account on ********************** on the evening of February 24th, 2025, and initiated a payout on the evening of February 24th, 2025. Payouts will be reflected in the customer's bank account within 2-5 business days. 

  We request that this complaint be closed as Lotto.com fulfilled the customer's withdrawal request.

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  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.

  - January 2, 2025 - January 5, 2025 - January 7, 2025 - January 9, 2025 - January 12, 2025 The amount of money I paid the business:- $3.75 on January 2, 2025 (authorized payment) - $3.75 each on January 5, 7, 9, and 12, 2025 (unauthorized charges) What the business committed to provide you: I won't be charged from 1.12 and go on What the nature of the dispute is:I did not authorize any subscriptions or recurring payments, yet my card was charged $3.75 on January 5, 7, 9, and 12, 2025. Despite attempting to cancel and delete my payment methods on their website, I was unable to do so, leaving my credit card vulnerable to further charges. I disputed these charges with my credit card company and only received a refund for the January 5 charge. Whether or not the business has tried to resolve the problem:The business has not resolved the problem for the charges on January 7, 9, and 12, totaling $11.25.

  Business Response

  Date: 01/16/2025

  Lotto.com is a lottery courier licensed by the state of ********** and ********, with authorized operations in other jurisdictions.
  
  Lotto.com offers a subscription service to some of our customers. A customer 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. When customers subscribe to a game on **********************, ********************** automatically fulfills that order for each subsequent drawing in accordance with the original order.
  
  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 July 2024. Using their Lotto.com account, the customer placed a subscription order in January 2025.
  
  Lotto.com fulfilled these subscription orders, and the customer received five transactional emails notifying them that the orders had been fulfilled. The customer canceled their subscription order on January 12th and did not reach out regarding these transactions until January 13th.
  
  Regarding the deactivation of their payment method, Lotto.com requires users to have at least one payment method active on their account when subscriptions are active, and if they would like it removed, they can reach out to our customer success team.  Our team removed the payment method from their account on January 13th.
  
  We request that this complaint be closed as Lotto.com fulfilled the customer's subscription orders and has already deactivated their payment method.

  Customer Answer

  Date: 01/16/2025

  
  Complaint: 22804438
  
  I am rejecting this response because:
  1. I did not get an apology
  2. The 1.12 subscription still went through
  
  Regards,
  
  Mengyuan ****

  Business Response

  Date: 01/27/2025

  We understand your frustration and apologize for any inconvenience this may have caused. 
  
  The subscription was confirmed and processed prior to notification from the customer that they would like to cancel the order and subscription. The customer received the order confirmation email for their subscription fulfillment at 10:16 AM on January 12th, 2025, and received the purchase confirmation email at 11:58 AM on January 12, 2025. The customer canceled their subscription at 4:15 PM on January 12, 2025, and did not reach out regarding the transactions until January 13th. 
  
  Lotto.com keeps customers informed of the status of their orders. Customers are provided transaction emails, including order and ticket delivery confirmation emails, during the processing of their orders. These emails are sent to the email address provided by the customer during the registration of their ********************** account. As ********************** fulfilled these subscription orders, the customer received five transactional emails notifying them that the orders had been fulfilled. 
  
  We request that this complaint be closed as Lotto.com fulfilled the customer's inquiries and requests. 
  
  

• Initial Complaint

  Date:01/01/2025

  Type:Billing Issues
  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 no idea this was a SUBSCRIPTION and that I was authorizing Lotto.com to tap my funding source whether or not I wanted to play but that's exactly what they do. They say they'll use your winnings, but they don't do that either, nor do they pay out your winnings. You can't SEE the scratch tickets you buy. I told them 3x I couldn't see the scratch tickets but I didn't get any help and I still haven't seen them and was charged $13 for them.

  Business Response

  Date: 01/10/2025

  Lotto.com is a lottery courier licensed by the states of ********** 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 **********************, ********************** 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 while processing their orders. These communications are sent to the email address provided by the customer during the registration of their ********************** account.
  
  Using their Lotto.com account, the customer placed a subscription order in December 2024.
  Lotto.com fulfilled these subscription orders, and the customer received seven transactional emails notifying them that the orders were fulfilled.
  
  Regarding their winnings, if a customer wins a prize of $600.00 or under 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.
  
  If customers do not transfer their winnings to a bank account before placing an order, those winnings will automatically be applied to cover the order cost before their payment method is charged.
  The customers winnings were used to fund further orders on their account, which they received a transactional email for.
  
  The customer contacted us about technical difficulties viewing their orders. They received troubleshooting steps on December 12th and 16th, but did not respond to either message requesting further assistance.
  
  As the customer chose to place a subscription order, received their winnings correctly, and was provided with troubleshooting steps regarding technical difficulties, we request that this complaint be closed.
  

  Customer Answer

  Date: 01/10/2025

  
  Complaint: 22754815
  
  I am rejecting this response because:

  I clearly understand everthing written by the company.

  My argument lies with 1) the only scratch tickets which I was not able to SEE to SCRATCH, no matter what I tried as far as troubleshooting instructions coming from their staff. 

  Then, when I tried a third time, I ended up with a $10 prize, because apparently their staff scratched my tickets and that was my winnings.

  How against policy was that.

  And those winnings were NEVER used to purchase other tickets, it just sat in my account while my funding source was continually tapped, again against what they just said.

  So apparently their fills say one thing, but their staff just does what it wants.
  
  
  Regards,
  
  ********* ********

   

  Business Response

  Date: 01/14/2025

  When customers place a scratch ticket order on **********************, they immediately receive the serial number for the ticket they ordered in a confirmation email.
  
  Lotto.com fulfills scratchcard orders by using a proprietary process which scratches and scans the ticket to deliver it digitally to the customer. The customer can compare the serial number provided in the confirmation email with the number on the scratchcard image attached to their account to confirm receipt of the correct scratchcard. 
  
  When a customer wins, they may then elect to withdraw their winnings from their account or use the winnings to place future orders on the site. The scratch ticket ordered by the customer won $10, and those winnings were not withdrawn. Therefore, the winnings were used to fund subscription orders the customer previously set up on their account.
  
  Our team has reached out regarding this customer order and requested additional information for further troubleshooting on January 14th, 2025. They have declined to offer the requested information for our team to more accurately troubleshoot. As a result we are requesting this complaint to be closed. 
  

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  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 12/8 I won $350 I immediately requested a withdrawal of $300, which they promise within 3-5 days, I called twice and they said they would expedite it and I still do not have it. They do this every time something of any value is won by me they hold it as long as possible.

  Business Response

  Date: 12/18/2024

  Lotto.com is a lottery courier licensed by the state of ********** and ********, with authorized operations in other jurisdictions, including ****** 
  
  Upon reviewing the customer's account, we found that it has been closed since October 2023. There were no withdrawals or orders placed in December 2024. We encourage the customer to reach out to our Success Team at ***************** with further details regarding the withdrawal request to verify that it was processed on our platform.
  
  When a customer wins a prize of $600.00 or under 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.
  
  Per our terms and conditions, 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 this customer cannot place orders with a closed account and has not reached out for further assistance, we request that this complaint be closed.
  

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/20/2024

  Type:Product Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/07/2024

  Type:Product Issues
  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 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

  Date: 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

  Date:03/16/2024

  Type:Service or Repair Issues
  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 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

  Date: 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

  Date:02/28/2024

  Type:Product Issues
  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 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

  Date: 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 Answer

  Date: 03/10/2024

  
  Complaint: 21362104
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  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 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

  Date: 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.