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:03/09/2025

  Type:Service or Repair 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 February 21 and February 22, 2025 I won online and requested withdraws. Additional documentation was requested by February 28th in which I uploaded and sent via my online account. I had to send an authorization form because one of the withdraws my wifes debit card was used. We both signed where indicated and I sent in a separate document for my debit card. After emailing twice and using online chat about the status I received generated replies. Virginia Lottery online first had the withdraws with additional documentation listed and has now been in a pending status for over a week. This is very frustrating.

  Business Response

  Date: 03/14/2025

  Hello,

  According to our records, you originally requested a withdrawal to a payment method in another persons name. Per our terms & conditions, players can only withdraw funds to a payment method in their own name. That was declined, and you requested a withdrawal to a payment method in your own name.

  Since you used a card in anothers name to deposit into your account, you had to submit documents verifying the payment method. This includes a copy of your ID, the cardholders ID, a copy of the card, and a letter of consent completed by both parties. This is a security measure. 
  
  Your withdraws have now been approved.

  Customer Answer

  Date: 03/14/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:03/06/2025

  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.

  On March 3, Friday I put $10 on the online gaming and 160. The money went in for processing which is supposed to take one two hours according to their website and I still have not received my money today is Thursday of the following week March 9. Ive called the Virginia lottery numerous times to no avail. They have deceptive practices and when you win money they do not wanna pay sincelast Friday, March 3 when the $60 I won I won at least 15 times since and the money has gone directly into my account. Im not sure the $60 hasnt gone in and when I called him. They have no answer

  Business Response

  Date: 03/11/2025

  Hello, 
  You contacted us on 3/6 at 9:35 a.m. due to a delayed withdrawal request. We escalated a case for this to be reviewed. One hour after you called, you set a one-month exclusion on your account. While in a self-exclusion, there are limited options for withdrawing funds. When this happens, it is called a compliance withdraw request, and ****** or ACH are the only two options. Since you have never successfully used a ****** account to deposit, that limits you further to only being able to use an ACH. Our accounting department declined the stuck withdrawal on 3/7 at 11:52 a.m. and sent an email requesting that you contact us back so that we can assist with a withdrawal. When you contacted us on 3/7 at 9:36 p.m., one of our new agents submitted a compliance withdrawal request to *****. Compliance noted on the account that only ******/ACH can be used and sent another email requesting that you contact us back today (3/10) at 7:22 a.m. You have not contacted us again. We hope to hear from you soon and will be happy to assist you with this issue. 

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  Date:02/21/2025

  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.

  On February 17th I made a deposit to my account. I mistakenly added an extra digit. I take full responsibility for that typo. I tried to reverse and withdraw the additional funds. The system did not allow a withdraw. I figured it was because the transaction was still pending in my bank account. I waited until February 21st. The transaction posted in my bank and so I tried to withdraw the funds from my Lottery account. VA ******************** still was not allowing a withdraw of funds even though the account was showing the money in the balance. I contacted the live chat agent and was told that I am only allowed to withdraw money I have won. I replied that it was showing as money in my account balance. the VA Lottery Agent's answer was still no and all purchases are final. I agreed, but said this was not a purchase. It is money showing in my account. The reply was since I bought a $2.00 lottery ticket with the available money in my account, nothing could be reversed and no withdraw could be initiated since it was not money that was won it was money that was deposited. Yet isn't it still my account and my money in the account? I should be able to withdraw any and all funds at any time from my account.

  Business Response

  Date: 03/11/2025

  Hello,  
  
  You deposited $849 on 2/17. This deposit activated a bonus. You played through all the associated bonus games and also used $2 of your deposit to make a purchase. Once a deposit is made, the only way to refund it is if the full deposit amount remains in the players balance. Since you did not have all the funds and played on an associated bonus, the agent was correct that we could not refund. Only winnings can be withdrawn per terms & conditions. You currently have $245.04 in your balance $207.99 are winnings and withdrawable. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or 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 offer was rejected because what the VA Lottery responded with it was inaccurate and referenced information that was not accurate to the original complaint and transaction.  Since the VA Lottery would not let me withdraw my own money from my own account, the only option that I had to get any of my money back was to play online games with the $849.00 deposited money so that I could recoup as much as I could.  I ended up playing the $849.00 and withdrew $583.00 as the funds became available.  I lost $266.00 because the VA Lottery was unwilling to give me access to my own money upon the deposit.  At this point I will close my account and not use their site further.

  The BBB can close this complaint due to the VA Lottery's unethical business operations and unwillingness to operate honestly.

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

  
  

• Initial Complaint

  Date:02/16/2025

  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 have other complaints other than this one, but this is what I especially would like to have resolved so that I can get back into the online VA Lottery. I have changed my password twice as instructed but I keep getting error message that says that due to the current policy I am currently not allowed to do this kind of transaction. Error ******. I didnt do anything except attempted to log ***** other complaint is that the last few times I would spend over $1000 on a game and never got a bonus or jackpot! So I would keep making deposits believing that it is going to happen after this deposit boy was I wrong! The last time that happened was on 2/6/25, However, on 2/7/25 I played without logging in because I was getting the error message, but in playing the same game on demo mode, whicht took over $1000 of my money the day before, it was unbelievable! The jackpot and bonus came out over 7 times within a matter of minutes under 30 minutes set at $20 per play, the same that I was playing. This scenario has been happening to me for at least a year. I have gone down to the lottery to no avail and I have called to no availhung up on me. I used to win and I told them that they had reset my account in some kind of way last year since one of the **** and myself had a disagreement because she was so dismissive of my complaint after Id called to explain what had happened while I was playing a game and if I could be recouped. After that phone call I hardly win but lose a lot of money. Of course, they continue to claim that nothing changed, but I am very bewildered as to when not logged in the game plays as it is supposed to and actually used to for me, meaning bonuses and jackpots coming forth while playing. I really would like to have my issues resolved. Thanks

  Business Response

  Date: 03/13/2025

  I dont think this particular complaint should have made it through. This player seems to have a misunderstanding of odds and is talking about playing on demo mode vs. playing for actual money while logged into her account. Theres no specific transaction shes referencing. She just seems to be upset she isnt winning.

  For the error, Id need a lot more information in order to troubleshoot what might be happening. There was an issue that affected Android users of our app, but if folks download the most recent version (version 6.1.12) through ******, they should no longer receive an error message when trying to play our online games. Perhaps that is what this person experienced, but its hard to say without knowing more about her device, whether she was using the app, etc.
  

• Initial Complaint

  Date:02/01/2025

  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.

  My va lottery account has been locked for 2 weeks. I have contacted support twice the first time I was told it would take a few days and they will be in contact with me via email. The second time I called I was told it's still within there resolution timeframe. I have had no contact from them whatsoever. I would like this to be resolved ASAP. I am a honest person and there has been no criminal activity on my account to warrant this action.

  Business Response

  Date: 03/11/2025

  Hello, 
  
  You had a status on your account that required review before you could deposit using cards again. The reason for this status was because you used multiple cards in a short period of time. While the status was in place, we advised you that you could use other methods besides a card. As of 2/12/25, the account status has been cleared, and you no longer have restrictions for your payment method options.  

• Initial Complaint

  Date:01/20/2025

  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.

  Playing one of the online games. Received a bonus spin and before I could initiate it, it suddenly went out of the game entirely. When I went back in, it did not pick up where it left off, so I was denied my bonus spins. Contacted Virginia lottery and was advised they did not see a problem with the game when I played on January 16th.

  Business Response

  Date: 03/11/2025

  Hello,  
  We understand that you had an issue with your computer disconnecting during a game you were playing. The outcome for each ticket is predetermined and set at the time of sale. It will not be affected by a disconnection from the system. If a disconnection occurs after purchase, the outcome will appear in your account history. We apologize for the frustration. 
  
  You can view the replay/results of the game in your History. First, please make sure you are logged into your account. Once you've logged in, please open the My Account menu. On this page is a section titled History. Underneath is the option Previously Played Games. On the next page, you will be able to review your game history. Please use the drop-down menu and select "e-instant games." At this point, all you need to do is click Show. We hope this helps. 

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair 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 12/31/24, I won *** and was prompted to file a claim for my prize winnings since it was over $100. I was then prompted to enter my social security number which was rejected as an errorclearly I know my ssn. I was then prompted to download/complete/notarize a Proper Identification Affidavit and upload it along with my valid ID and social security card. I did so on 01/03/25. Since then my claim is still pending and I called several times and chatted via online and everyone I spoke with claims to not understand why the process is being delayed and even verified that my documents were received on 01/03/25. Today I received two emails, one informing me that my claim is still pending and requesting the same documents that I already submitted, I complied. The other email requested that I contact them asap to discuss some information on my account and when I called, the *** had no idea why I was instructed to call. I sent emails as well, only to get a computer-generated response. This is very frustating, especially reading these other complaints! Why are they allowed to hold on to your prize and you cant get a descent response as to why? Yet, like most of us are noticing, they have no problem taking in deposits in a milli-second. So, how can I get them to resolve this issue expeditously, just like the take my deposits? How can I file a formal complaint with the people over the frontline? Why are they allowed to ******** their customers?

  Business Response

  Date: 01/14/2025

  Hello, 

  We sincerely apologize for your experience and expedited your prize. It was processed and added to your balance today. Hope this helps.

  Customer Answer

  Date: 01/14/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  **** *****
  
  
  
  

• Initial Complaint

  Date:12/20/2024

  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.

  On November 17 around 4.15 pm I used my debit card ending with 9190 number and put $50 to buy a lottery at giant store called ************** located at **************************************************** but I never got the ticket and machine said time elapsed you will get the credit. I called the lottery office 3 times and also sent emails and was told that I will get the refund with in 5-7 business days. It has been more than a month now but I have not received the refund. With Regards,** ******

  Business Response

  Date: 12/26/2024

  On November 17, the player used their debit card four times at the Giant machine at $50 per transaction. For one of the transactions,$50 credit was unused and fully refunded to the players card by us on 11/19. This transaction should have cleared their bank a few days after that (depending on the payment method and processor, sometimes it can take a bit longer). However, this refund transaction should have definitely shown up in the account by now. We encourage the player to check with their bank to ensure the funds were added back to the account. If the bank has any additional questions for the Virginia Lottery, we can be reached at ************. Otherwise, we consider this matter resolved.

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service 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 spoke with a a named **** today who claimed she was a lead. I asked her for her supervisor several times and she refused and then spoke over me and hung up the phone. I was having issues with games that were buffering while I was playing them and asked to be compensated for the games I were not able to play but showed in the system as played. She stated although it buffered on my end it still went through I expresssed to her that the situation is not fair to me as a customer because I did not get to play it through. Her aggressive nasty attitude made me ask for a supervisor she stated she was the only one I could speak to. So I said out of the whole Virginia lottery you are the boss and there is no one I can speak to over you. She said with an attitude you can try to switch the words you want. But that is what she said. I asked for someone over her and she said there is no one. So at this point I am asking for someone from the corporate office to reach out to me. Then she mentioned that this has happened to other players and she can offer me troubleshooting steps so it wont happen again, but in the meanwhile I still was unable to play some of my games and she says they still played out in the system. I want to be able to see my games play through, not buffering and have to contour and come back in and it says they were played. At this point I am asking to be compensated for my games I could not play, the attitudes of the representatives, the refusal to allow me to speak with a supervisor and the time I have had to take to reach out for a resolution.

  Business Response

  Date: 12/23/2024

  Ms.  ****** contacted us twice on 12/17 initially stating she was having issues regarding the bonus SCORCHING on 12/13. Though it appears based on her account that the system may have been buffering (this can sometimes happen) and she was unable to "experience" the full gameplay, the games were indeed played and captured correctly on the system. Information about how Mr. ****** could view her gameplay and bonus activity was shared with her. Ms. ****** was not satisfied with that response and the call escalated to a point where our customer relations agent chose to end the call. 
  
  Though we recognize it is frustrating to not experience the full gameplay, the outcome remains unchanged. For example, if a player purchases a Scratcher ticket, that ticket is going to be either a winning or non-winning ticket regardless of *how/when* the ticket is scratched. Online play is similar in that regard.

  Here is how players can view their gameplay and bonus activity:

  1. Go to "My Account"
  2. Click on "Previously Played Games" in the History section
  3. C***** the game type and date via drop down to review
  
  We hope this clarifies Ms. ******* online gameplay experience. We consider this to be resolved.

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or 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.
  
  [Provide details of why you are not satisfied with this resolution.] When I click it it shows the games as played, however I did not play them all.
  
  Regards,
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service 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 freeze my account for no reason n can't get anybody to help get it back on

  Business Response

  Date: 12/23/2024

  Though this account had been placed in a status that required us to temporarily place a brief hold on account activity, that has since been reversed and Mr. ***** was able to successfully make a deposit on 12/22/24. Our customer relations team has reached out and left a voicemail to ensure nothing additional is needed from Mr. ****** We consider this matter resolved. 

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****