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:06/01/2023

  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 June 1st I was playing the instant online game The lamp on the $1 denomination. I won the free plays. The very first game I won $ **** in symbols and a 50x,5,xxmultiplier . I should have won on that first play $64.10, instead the game shows I won $5.90. I am owed $58.10. I called the VA holiness and talked to a representative who told me it is what it is.

  Business Response

  Date: 06/05/2023

  Hello. We checked your account and saw that on June 1, you played 501 plays of "The Lamp" game. To investigate the specific game to which you are referring, we would have to have a game ID or exact timeframe. You can view the replay/results of each 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.
  

• Initial Complaint

  Date:06/01/2023

  Type:Product 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.

  May 30, 2023 I requested for my winnings to be withdrawn the copy states on there website it will take 48hrs for them to review the documents uploaded. I uploaded 6 documents on May 30, 2023 at 9:44AM EST all of which they requested. When contacting the merchant they stated it's 48 business hours which is typically 3-5 business days. Instead of 48hrs like their websites states. I feel it's misleading and not right to falsely lead player online. I want my withdrawal as I have done what they have asked to get the funds now they are saying it takes longer than the 48hrs stated on the site.

  Business Response

  Date: 06/13/2023

  Hello. We apologize for the delay in response. After researching this issue, we discovered that you requested a withdrawal on 5/30, then cancelled it and requested it again on 6/1/2023. We required documents from you since it was your first cash-out to that particular **** card. You submitted documents on 6/2, and compliance approved the request the same day. You should have received the funds no later than 6/5 (due to the weekend). Hope this helps. 

  Customer Answer

  Date: 06/15/2023

  [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:05/05/2023

  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 am trying to see if there is a way to have this resolved. I have contacted the Virginia Lottery help support on this matter and still haven't gotten an answer on this matter. On April 17, 2023 I won a total of $110 on the online game, I then went to have this withdrawal to my PayPal account. Still is is showing has Status: Sending to Processor. Please help to resolve, this money does help with in many ways.

  Business Response

  Date: 05/23/2023

  We sincerely apologize for the delay in response, but it took us some time to research your situation. We determined that some issues encountered with payment processors caused a delay in completing your request.We are sorry it took so long to complete this transaction, though we have confirmed that your request fully completed on May 17, 2023. Again, our apologies for this delay.

• Initial Complaint

  Date:04/14/2023

  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.

  For approximately three weeks I have called and emailed the Virginia Lottery, in order to get account summaries of my win/losses/withdrawals for years 2021 and 2022. I thought I was making this request well in advance of me completing my tax returns, but have yet to receive the information. Every time I email Im being told to call, which Ive done numerous times. After getting no results I went to the local **************, and an employee emailed the main lottery office requesting the same information. Within a day I received a 2022 account summary, which clearly was not mine, because I know I didnt win and lose over $250,000. I called the VA Lottery again, and am still waiting for the emailed documents. What does it take to get the documents Ive requested?! So frustrated and stressed. Tax day is this Tuesday.

  Business Response

  Date: 05/02/2023

  We sincerely apologize for the delay in response. We checked our records, and we did send you the correct summary for 2021. However, we did not send your 2022 summary and have since corrected that. Again, we apologize for the delay. Typically, you would be able to view this information in your account, but because you are on a 6-month exclusion, we have to email you the information. In the future, when you request a W-2G form, please contact us by phone at **************; we do not allow email requests because we must fully verify all account information first.

• Initial Complaint

  Date:03/24/2023

  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 cashed in $30 worth of tickets on March 1st through the app. I downloaded my driver's license for PayPal deposit. Nothing came through. I have emailed and live chatted several times and I keep getting different answers and excuses. I took screenshots of the live chat conversations. It's been over 3 weeks now and I'm feeling scammed. I'm attaching the screenshots of the latest conversation. Please help! Thank you, *******************************

  Business Response

  Date: 03/28/2023

  Hello. Please accept our sincere apologies for your experience. We took a look at your account and discovered that you have a $30 voucher available to be withdrawn at a retail location, but the agent with whom you spoke on 3/15/23 neglected to advise you of this information. We will be contacting you directly to provide detailed information about the retail voucher and how to claim it. If we are unable to reach you, we will also leave clear instructions in your player profile. Again, we apologize for the inconvenience. 

  Customer Answer

  Date: 04/03/2023

  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.
  
  Hello there. I really appreciate you reaching out to me, but unfortunately I still haven't heard back from the Virginia Lottery other than the response they sent through you. It's now officially been over a month and they still have yet to pay me the money they owe me. It's extremely frustrating. I don't know what to do at this point. Any suggestions would be greatly appreciated! Thank you so much for your help. 
  
  Regards,
  
  *******************************
  
  
  
  
  

  Business Response

  Date: 04/03/2023

  Hello, in addition to the actions taken last week (described in our previous response to this complaint), we made an attempt to reach you via telephone today.Unfortunately, you did not answer. This time, we also emailed you information on how to cash the voucher. If you need additional information or instructions for cashing the voucher, you will need to return our call or utilize chat/email to speak with an agent. Thanks.  

  Customer Answer

  Date: 04/05/2023

  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.]
  The voucher they have provided me didn't work. I took it to the retailer and when the clerk scanned it, it showed up as "itm not found". I just checked my account on the app and it now shows a negative balance of $30... I'm at a loss again! Please, please help me get the money they owe me? I have attached 3 screenshots. Thank you for your help with this matter.

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

  
  

• Initial Complaint

  Date:03/21/2023

  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 play VA Lottery online instant game on March 17 and won some money. I request the money by withdraw. First they asked bunch of documents. I upload all the documents know they are asking more documents. I did " live chat " with an agent and he told me that they need a statement from my bank with my full name and account number with routing number and institution name written on the letter. I look up on internet about VA lottery complains. I found bunch of others complain the same reason. I don't understand how come they charge the amount in 3 seconds from my bank account, credit card or pay pal account when I want to play but they can't withdraw back my account when I won the money. They always say this is required for customers safety. I don't get it what safety they are talking about? I am waiting for my money to deposit to my account, and they are asking a lot of documentation to make it harder and harder. I will definitely send all the letter to them as well but just want to let you know this is not right it is just rip off. My Void check has my last name on it and they didn't accept that check for proof because it doesn't have my full name written on it. Come on , this is ridicules, my bank account number and routing number on it (which they deposit money from ) my last name on it but they don't accept that check as a proof of identity? They have my Driver license front and back copies, my SSN my home address my void check copy and they still not satisfied? This is dirty game they take their time as long as they can that hopping, we will give up and spend that money on gambling again that is what it is I guess. Some one has to tell them be fair and withdraw peoples money back onto their account as fast as they deposit from customer's account.

  Business Response

  Date: 03/24/2023

  Hello. We reviewed your account and found the following:

  3/17: You requested a withdrawal to your *** account for the first time. You've made other withdrawals to other payment methods, but each new payment method requires proof of ownership prior to processing.
  

  3/19: You contacted player support inquiring about withdrawal turnaround time. Our agent advised you to allow 2 business days for our accounting department to review your documents.
  3/20: Your documents were reviewed by the accounting department. We received your ID and *** documentation, but it did not meet the minimum requirements. It was missing your full name. Our accounting department sent you an email request for new *** verification.
  3/21: Our accounting team sent you another email request for new *** verification. You contacted us, and the agent advised you that the *** document was declined due to missing information; we then provided the acceptable documentation guidelines (below). You disconnected the contact.
  3/23: Our accounting department received additional *** documentation from you; however it was still missing your full name. We sent an email to you requesting that you contact us. **You have not yet contacted player support.
  
  Federal law sets different standards for depositing and withdrawing money online. These standards protect players from identity theft and misdirection of funds.
  
  *** documentation must be on a single-typed document with all below elements:
  -Full player name
  -Name of financial institution
  -Full routing number
  -Full account number ************* member ID unacceptable)
  
  A bank letter (e.g. direct deposit letter) or voided check are examples of acceptable proof of ***.
  Deposit slips are unacceptable.
  The financial institution must accept *** bank transfers.

• Initial Complaint

  Date:03/21/2023

  Type:Product 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 3/13/2023, I won a price for $125 which was automatically taken by VA Lottery for some unknown debt. A few minutes later I won a price for $192, which was again taken by VA Lottery for some unknown debt. When you press the Treasury Letter link which ids the debt, it shows blank-nothing. When you call/chat VA Lottery they say they don't have access but they can take your money. Chat agent said call debt setoff at **********. That number does not exist. I asked chat agent isn't someone suppose to tell me in writing where my money went. Where did my money go??

  Business Response

  Date: 03/22/2023

  Hello. The Virginia Lottery processes debt set-off based on information supplied by the ********** of ********* The Lottery has no information regarding your debt, and we cannot refund the prizes you won. You would need to contact the ********** of ******** Set-off Debt Section at **************. The phone number you had was incorrect. Please use the number provided to inquire about those debts. Thank you.

  Customer Answer

  Date: 03/23/2023

  [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:03/20/2023

  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.

  03/20/2023, went to deposit ***** on my lottery account and got a message my account was blocked for too many attempts on card. i have not been on here all weekend and it took my money and has it pending, but won't let me cancel it. talked to ***************** which is a waste of time, said they would forward it to accounting and would i have a statement. This has happened to me in the past and i have to wait until next month to show my proof of deposit when it literally shows on the website. This company has the worst website i have ever seen, couldn't get an answer why my account was blocked from rep, only that it would get passed on. It is a total waste of time to talk to ***************** As someone else said, they will take that money in a minute, but it will take you 30 days to get it back even when it is their mistake.

  Business Response

  Date: 03/23/2023

  Hello. Your deposit got stuck in pending status for unknown reasons. However, when we looked at your account this morning, the deposit was no longer pending, which means you should be all set. We sincerely apologize for the inconvenience. Typically when this situation happens, we would need a bank statement to investigate because the statement will show that the money has been taken out of the player's bank account. When a deposit is stuck in pending on our end, it means it did not go through. Again, we apologize for the inconvenience. Please let us know if we can be of further assistance.

• Initial Complaint

  Date:03/17/2023

  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 played games online through virginia lottery website. Won 250 dollars and attempted to withdraw it. Why is it that they can take your money so fast but take so long to get it back to you? Tons of back and forth with online chats uploading IDs and documents and still haven't gotten my money. Completely frustrating. Website is incredibly slow. Most of the time online chat doesn't even function properly and times out. Its been a week since I requested my withdraw!!!!! I want my money.

  Business Response

  Date: 03/20/2023

  Hello. Our compliance department is requesting that you upload a copy of the **** card ending in **** to process your withdrawal request. You have not yet submitted this document. We will reach out via phone to advise you of this.

  Customer Answer

  Date: 03/20/2023

  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.
  
  I have already called and spoken with an agent twice last week in regards to my wife's card ending in 6587(we have a joint account) and changing it to my card ending in **** as advised. The agent I spoke to last week said it was all fixed which clearly isn't.
  
  Regards,
  
  *******************
  
  
  
  
  

  Business Response

  Date: 03/20/2023

  Hello. Because you used a card on your account that was in someone elses name, we cant process any withdrawal requests until we have documents for that card, including the card holders drivers license, the card, and a letter of consent signed by the card holder. Often, players think that if they request a withdrawal to a different card, they no longer need to provide those documents; however, that is not the case. This is for security reasons and to prevent fraud. We spoke with you today, and you did upload your wifes ID and a copy of her card. However, we still need the letter of consent before we can process your withdrawal. Thank you.

  Customer Answer

  Date: 03/20/2023

  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

  Well I am not sure why that wasnt communicated to me the last 5 times i have chatted with someone. That document was uploaded please process ASAP. 
  
  Regards,
  
  *******************
  
  
  
  

  
  

• Initial Complaint

  Date:03/15/2023

  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 December 12, 2022 I purchased a $50.00 online cash voucher from a local convenience store when you purchase that ticket you got $10 bonus cash with it. I came home and entered the code and it said ticket not valid. The next day I contacted Va otters support and was told that they would have to escalate the ticket and someone would get back in touch with me. After waiting almost a week I called back and went through trouble shooting only for that not to work either. Again I was told it would have to be escalated and someone would be in touch with me. I have called I have sent photos of the error message and ticket I have even chatted on line. And still here we are 3 months later and I still have not been called back or seen my money placed on my Va lottery online account and the ticket still says its invalid. I check it at least once a week.

  Business Response

  Date: 03/16/2023

  Hello,

  This issue was escalated to our ******************* and we attempted to contact you via email on 1/20/23. We will try again via phone. When we looked at your account, we ultimately found that the code was being entered incorrectly. Our email to you on 1/20/23 asked you to attempt to redeem the Online Cash Card again. 

  Customer Answer

  Date: 03/16/2023

  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.
  
  I have spoke with them several times and tried the ticket several times and it still does not work. I would like them to credit my Va lottery online account for $60.00. That is what I paid for and that is what I would like. 
  
  Regards,
  
  *********************
  
  
  
  
  

  Business Response

  Date: 03/20/2023

  Good afternoon. We reached out to you last week and resolved this issue. Please let us know if you need further assistance.