Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They freeze my account for no reason n can't get anybody to help get it back on

  Business response

  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 response

  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,
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/4 and 12/5 Virginia Lottery system generated (30) w2g forms for (30) individual winnings each between $604 and $1132.00 on my account playing the Wheel of Bonuses online game. Their system ignored the *** exception for the winnings needing to be more than 300 times the wager before creating a w2g form. My wager for each of these 30 wins was $20. In other words, before creating a w2g the winnings would need to be $6000. When I called Virginia Lottery I was told I would get a call back but that I needed to consult a tax advisor. This is not a tax advice question. It is an incorrect application/generation of tax documents reporting required by Virginia Lottery. I believe their automated w2g generating system should not have generated these w2g forms and Virginia Lottery is simply generating one for every win over $600 creating an unnecessary burden for Virginia residents and taxpayers. I would like these w2g forms to be removed from my account, removed from the Virginia Lottery system, have their system corrected and not have them sent to the *** or any other place unless required to do so based on the reporting requirements of that institution. I would like this resolved before the w2g forms are sent to the *** and before April 15, 2025

  Business response

  12/23/2024

  There was no system error. The Virginia Lottery reports all prizes over $600.00 to the IRS. 

  Customer response

  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,
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Virginia Lottery interrupts every online instant game I play with a constant geo location issue. Halting play after every game and claiming the issue is one of security. Making it impossible to play and giving me the impression it is meant to suppress winning.

  Business response

  12/04/2024

  Hello, 
  We checked our records, and it does not appear that you have reached out to us regarding geolocation issues.
  
  Regarding the concern of geolocation halting play in between each round, this will not affect the outcomes. The odds remain the same and can be found in the game details of each game online.
  
  Regarding geolocation: We saw that you previously used a proxy server on 11/9. A proxy service alters your IP address and will not allow geolocation. Geolocation must occur every time you attempt to play, purchase,or deposit. You have not attempted to use that since 11/9. More recently, you have failed geolocation a few times due to a boundary configuration. This means our geolocation system could not confirm you were located within the state at that moment.
  
  The following troubleshooting steps are recommended:
  Confirm you are located within the state of Virginia.
  Turn on location services for the device and for the app or browser. Visit our FAQs or perform an internet search for instructions.
  If using a browser, clear cookies and cache. If using the app, uninstall then reinstall the app.
  Restart the device.
  Try a different device.
  Try a browser instead of the app or the app instead of a browser.
  
  If these do not work, some more in-depth troubleshooting steps that we would recommend are:
  1. Enable Wi-Fi
  2. Enable ***************** (Settings > Privacy &Security).
  3. In the ***************** menu, scroll down, tap our app,then select ""While using the app"".
  4. In the same menu, enable Precise Location.

  We hope this helps. In the future, please feel free to contact us directly at **************.

  
  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Something happened and I cannot login. Communication was supposed to be sending e_mails to **************************** I have NEVER received an e_mail to the above account. EVER!!!!!!!!! ??

  Business response

  12/04/2024

  Hello,

  We are unable to find an account associated with the name, phone number,or either email address you provided. We see you spoke with an agent on 11/27/24. The agent attempted to find your account using the two email addresses. When the agent attempted to help further, you disconnected the call. We tried following up with you again and left a voicemail today, 12/4/24. Please contact us at **************, and we'll be happy to assist you.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account continues to be on hold. I can not use any card on my account. Even after the wait time needed to resolve my account. Constantly get the run around and contacting thru chat is pointless as they can not fix anything or give you any information that is helpful to resolving this issue. My account needs to be fixed. Instead of being given the run around.

  Business response

  12/04/2024

  Hello, 

  Your account was placed on a status that required an account review and prevented card deposits. Between 11/12 and 11/15, we advised you a total of five times to allow time for review of the account status. The account status is now cleared, so you should be able to deposit again. We tried reaching out directly, via both email and voicemail, but have been unable to get in touch with you.

  Customer response

  12/04/2024

  [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

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  For the past few months I have been trying to get my account fixed. After being released from the 6m self exclusion; my husband challenged a charge with our bank due to the name being a different processor than "VA Lottery" as normal. While still on the phone, he asked me about it and I verified who it was and the "stop" was canceled but apparently not in time for "VIP" to catch it. They flagged my account as possible fraud. I contacted the Lottery and they had me contact them to verify my account information. I also sent VA Lottery my DL, Passport and bank information again to assure them it was infact me. They told me to use ACH, Venmo, ******, Cash slips or another form of payment until this could be resolved (that the resolution team is way behind right now). I have called VIP - it's fine, called all banks - they are fine, called VA Lottery NUMEROUS times since and all I get is "Our team is really backed up, I don't know, use another form of payment ". On 10-31-24 I called VIP again updated everything again, called VA Lottery and *** was (not pleasant), told me... Don't use anything but cash slips, your blocked from all other forms of payment due to declines. Don't know why, I can't help you. My husband tried his account last night as well and they have locked his account. No reason, nothing! I have played for years with no issues. I self exclude 1 time and come back to a mess. My husband and I haven't changed bank info but it's even screwed up. It's in there, we verified it, but 1 day you accept it and an hour later you decline it. Crazy! They need to get it together because it affects people's credit, their accounts, reputations. Banks see declines and think you don't have adequate resources for spending when it's the merchant. They need to make this right immediately!!!!!

*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. ↩