Complaints

This profile includes complaints for Jackpocket Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jackpocket Inc.

  100 Park Ave Fl 16 New York, NY 10017

  
• 

  Jackpocket Inc.

  209 North 8th Street Brooklyn, NY 11211

  

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:01/23/2025

  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 bought three $10 scratch tickets through their app. One of the tickets was an OBVIOUS winner of $20 but it said 'Not A Winner.'I tried to contact Jackpocket but it's impossible to get a hold of them.

  Business Response

  Date: 02/03/2025

  Hello ********,

  Glad we were able to communicate via email and resolve your inquiry! If you have any further questions or concerns, please reach out to our support team and we'd be happy to help! 

  Best,

  *******

  Jackpocket Customer Support

• Initial Complaint

  Date:01/22/2025

  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 highly recommend you stay away from this site if you are planning on purchasing scratch offs. *** purchased scratch offs several times and when *** won, it was $100 or less. However, looking at past purchases, all of my tickets were in the correct sequence of numbers. Tonight, I purchased 3 - $30 tickets, they were in the correct sequence and I won $100. So, I purchased 3 more of the same ticket (odds 1:3.xx). All 3 of of the tickets were losers and I looked to see if they were in the correct sequence and they were not, in fact theres no way they were purchased at the same time because 2 of the tickets serial numbers ended in *** and 024 and the third ticket was ***. So 22 tickets were purchased between the first, second and third tickets I had. I emailed customer service and have not heard back regarding this issue.

  Business Response

  Date: 02/17/2025

  Hey *****, 

  I'm glad we were able to communicate via email regarding your inquiry. The serial numbers for the game $300,***,*** Extreme Cash ends in *****.  Since there are 25 tickets per pack, you received *** *** and *** The ticket ending in ** is the 25th ticket in the pack. The next pack starts at *** 

  To confirm, you did receive all three tickets in sequential order. If you have any questions, please contact me at *********************************** I am happy to help! 

  Best,

  *******

  Jackpocket Customer Support

• Initial Complaint

  Date:01/16/2025

  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 won a lottery jackpot with a ticket I purchased via Jackpocket. I filled out a form to mail the ticket to me weeks ago. I never heard from them. Their website states that they will contact you to coordinate how to get your ticket to you. After a week or so I emailed their support team asking for a status on my ticket. The support team only uses email and says they cannot call people!! After multiple emails taking days since they must be outside the ***, they told me *** tried to deliver the ticket on New Years Eve but no one was here to sign for it. I work from home and we had guests here for New Years Eve all day and night so not sure about their statement. They actually told me that I had to go immediately to a cvs store to pick up the package or else it would be sent back to them that day!! I was then given a number to call to see if the package with my ticket could be kept longer at the cvs or redelivered. I called and a woman said they would redeliver the package. Today I called *** to see where the package is and they are telling me its lost. Now I need to contact Jackpocket to have them contact ***. This is unbelievable I am asking Jackpocket to give me my ticket or the money asap. They seem like a shady organization, who has a customer service area that only works evenings and cannot call people. ***** this company

  Business Response

  Date: 02/08/2025

  Hello ******,

  We reached out to you by e-mail to provide information about your winning ticket.
  
  In our message, we provided your shipment tracking number which you can use to confirm that your ticket was delivered on January 22, 2025. 
  
  We once again apologize that our previous communication with you was unclear or not up to your standard.
  
  Please feel free to reply to our e-mail to you or reach out to the Jackpocket support team with any further questions or concerns. We're happy to help!
  
  Best,
  *****
  Jackpocket Customer Support

• Initial Complaint

  Date:01/14/2025

  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.

  On January 2, 2025, I purchased a lifetime millions $50 ticket and won $1000. I promptly filled out the form to have the ticket sent to me. A response came up that I was all done and would receive an email on next steps to get my ticket. I waited a couple of days and did not receive any email. I then sent email to ********************************** and received an automatic response that they will get back to me. I then sent additional information including order number and such.On January 6th, I received a response from ****** at Jackpocket support that they escalated my request to the mass support team and he credited my account for $20 for the inconvenience . The gesture from ****** was kind but I just want my ticket. It is now a week after winning my prize and I still have no idea what the issue is and when I will get my ticket. Can you please help.The order ID for the ticket was arvqjoz3 Customer revealed : January 2, ************ PM Game: lifetime Millions **************** Prize: $1000 In addition to my ticket, I would like my account closed and all unspent monies refunded. If I cant receive my winnings in a timely manner without hassle then I prefer not to do business with this company.

  Business Response

  Date: 01/26/2025

  Hello ******.
  
  We sincerely apologize for your experience around your winning ticket. Since you left this complaint, you have successfully received your winning ticket and your Jackpocket has been closed a requested.
  
  Our fulfillment team was experiencing significantly higher than usual volume and this resulted in longer processing and shipping times of winning tickets.
  
  Our team takes your experience seriously and have taken actions to prevent it from happening again. We hope, if you decide to use Jackpocket again, that we can provide a better experience.
  
  Best,
  *****,
  Jackpocket Customer Support

• Initial Complaint

  Date:01/13/2025

  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 spent $120 on tickets yesterday. which was Jan 7, 2025. I won $180 and cashed it out to my bank account which I used to fund it with. However I got up this morning and had an email stating my account has been suspended. Ive tried to contact them several times as I need the money for my winnings. there has been two times I have tried to unsuccessfully contact Customer Support. I dont know what else to do but I need someone from the business to respond to me so that I can have my account back And withdraw the money that I won.

  Business Response

  Date: 01/26/2025

  Hello *****,

  We'd like to explain once more why your account was suspended.

  Unfortunately, if the system detects you are attempting to fund an amount higher than your bank account balance, your account will be suspended for 5 full business days to make sure the payment has cleared on our end.
  

  Since you've left this complaint, your suspension has been lifted and you've successfully sent your winnings to your bank account.

  If you have any other questions or concerns, please don't hesitate to reach out to the Jackpocket Customer Support team. We're happy to help!
  
  Best,
  *****
  Jackpocket Customer Support 

• Initial Complaint

  Date:01/13/2025

  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.

  They charged me twice and only gave me credit for once I reached out multiple times through their contact channels, and nobody has taken the time to return. The charge was ***** twice. I did mean to charge once but it did it twice and only gave me credit for one charge.

  Business Response

  Date: 01/26/2025

  Hello *****,

  Happy to provide more information.

  Upon several reviews by myself as well as other members of the Jackpocket Customer Support team, we can confirm that you've been charged for each fund request you've placed. We've also provided you instructions for how to view your account transaction history and your funding history.

  I also reached out to you with a chart displaying all the fund requests you've placed to date. With regard to the specific charges you mention in your complaint. These correspond to your funding activity which you can confirm by reviewing your transaction and funding history.

  If you have any further questions, please feel free to reply to the message I sent you or contact the Jackpocket Support team. We're happy to help!
  
  Best,
  *****
  Jackpocket Customer Support

• Initial Complaint

  Date:01/13/2025

  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 switched phones and tried logging in on jack pocket with email and password and they denied and locked me out. Now they are asking for my Identification or passport when I never gave that info up when I started my account, seems like a scam to me. I would like a refund and they will not contact me with any information.

  Business Response

  Date: 01/24/2025

  Hello ****,
  
  We have reviewed your Jackpocket account and interactions with our support team.
  
  For security reasons, your Jackpocket account was suspended. When you reached out, we explained to you the necessary steps so that we could verify your identity and update and unsuspend your account. Since you did not want to provide the necessary information and proof of identity, we were unable to unsuspend your account.
  
  In addition, you flagged a charge for a fund request you placed as unauthorized. Your Jackpocket account was credited for your fund request and you used credits from this fund request towards ticket orders. Therefore, your Jackpocket account will remain suspended until this fund request has been paid for.
  
  You were notified about each of these suspensions and given instructions for how to resolve them. 
  
  Please reach back out to Jackpocket Customer Support if you'd like to have your account unsuspended or if you have any other questions or concerns. We're happy to help!
  
  Best,
  *****
  Jackpocket Customer Support

• Initial Complaint

  Date:01/09/2025

  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.

  Jackpocket does not guarantee the same odds as the scratch off game cards they sell. Ticket bundles dont go in order or they give you the last card of the bundle. I purchase 5 cards, from a bundle I get cards 21-22-24 then in another bundle cards 5and 6. All losers. Why not in first bundle cards 24 and 25 (the last 2 cards of bundle?) then get cards in middle of next bundle (not 1-2?) plus second bundle is not the next bundle by bar code number. I ask if the have same odds on the game of 3.57 odds of winning. They wont answer.

  Business Response

  Date: 01/30/2025

  Hi ***, 

  Thank you for your inquiry regarding our in-app scratchers! I am so happy to hear that you spoke with our customer support manager over the phone and resolved this. 

  If you have any further questions or concerns, please reach out to our support team and we would be happy to assist you! 

  Best,

  *******

  Jackpocket Customer Support

• Initial Complaint

  Date:01/03/2025

  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 just started to use jackpocket and it seemed legit at first I won few times was able to get the winnings payout. I have a $200 winner that I requested to cash out on December 26, 2024 and have yet to receive my winnings. Yesterday I went in to order a ticket after I added funds to the account. Well when I tried to purchase the ticket it had told me my account was suspended with out an explanatin to why. When you look up support or contact information I cannot find a phone number to speak to anyone in directly of this issue just email. I have emailed a couple of times with no responce back as of yet. I would really like to have my money seeing as i spent my own money to fund this ticket.

  Business Response

  Date: 01/24/2025

  Hi ******** 

  Thanks for your patience. My name is *******, and I reached out to you via email with more information regarding your inquiry. If you do not see my email, please check your spam folder as our emails may be filtered there. 

  We were able to locate your payout on your end. Payouts will always take between 2-3 business days to be credited to your bank account.  Please note that business days do not include weekends or holidays. 

  Since you submitted your Payout on Dec 26, it makes sense that it was completed on Dec 31. You will always receive an email once your Payout clears. 

  Your account is currently suspended due to failed fund requests. In order to remove the suspension, we will need to submit a repayment in the amount of $251.67. 

  Please reach out to me via email at ********************************** with Attn ******* in the subject line. I would be happy to discuss privately how to repay the fund requests that failed. 

  Let me know if you have any questions! I am happy to help! 

  Best, 

  *******

  Jackpocket Customer Support

   

   

• Initial Complaint

  Date:01/02/2025

  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 used the Jackpocket app on 12/27 to purchase lottery tickets. I received an email with the transaction details along with digital tickets. Late at night they sent me an email that i had won $400.00 and it was loaded into my account and can be withdrawn. I went into my account to add my bank account for the withdrawal and have been receiving error messages that state internal server error. This has been an all day occurrence. I have emailed support all day and not one email response has been received from customer support. There is no phone number to call or chat to work with someone. I just want my $400.00. I am considering reporting them to *** lottery as well for fraud and theft of my money.

  Business Response

  Date: 01/04/2025

  Hello *******,

  Thank you for your message. We apologize for the extended wait times as we have been experiencing significantly higher than usual volume.

  That being said, I've reviewed your correspondence with our support team and see that, since you left this complaint, your issue has been resolved. The reason you were initially unable to create a payout was that the account you attempted to send your winnings to was blacklisted by our payment processor. However, you have now successfully requested a payout to another account. Your account was also credited $50 as a courtesy for the length wait time.

  We're pleased our support team was able to resolve your complaint. Please don't hesitate to reach out should you have any future questions or concerns. We're happy to help!
  
  Best,
  *****
  Jackpocket Customer Support