Complaints

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  02/17/2023 I accidently deposited a large sum of money to my online ** lottery account. I have spent the whole day calling ********** seeking help with refunding that money. I have literally been holding for four hours. This is outrageous. I even tried the online chat but once again no response. I need my rent money back. It was a mistake, how hard is it to refund it back to my account, Its sitting there .

  Business response

  02/21/2023

  We saw an email from you about this situation and see you meant to deposit $19.00 but accidentally entered $819.00. However, you played on the funds, so we were not able to request a refund. That being said, our compliance team reviewed the refund request and will need you to deposit .20 cents to bring the balance to $819.00 because, as mentioned, some of the deposit was played on. We cannot complete the refund as it stands because it would throw the account into a negative balance, which would affect your account as well. Once you make the deposit, our compliance team will approve the refund.

  Customer response

  02/21/2023

  [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

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had made a decision to take advantage of a Virginia lottery website promotion which entailed depositing $75 onto my account and then getting 45 free plays of a game I did all of this and ended up winning about $220 but I whittled that down to about $180 at which point I decided to cash out..... Directly on the terms with which one agrees to withdraw ones winnings from the website they promise a simple 2 business day processing time followed by however long your form of payment you have chosen might take which I chose a **** money transfer from my debit card originally used to make the initial deposit..... After the first two business days I logged back in to see what was going on and nothing had changed it still said withdrawal pending so at that point I called the Virginia lottery website because I had needed the money expeditiously and when I parted this knowledge to them they judiciously and with prejudice blocked my account for 30 days claiming that I had a gambling problem... Simply because I stated that I needed this money to pay a bill.... I than continued to wait for another 10 days after such a time they suddenly out of nowhere asked me to provide identification I couldn't load it to the website because my account had been blocked so I had to go to the regional office which I did the very next day that they asked me to and the lady uploaded my ID to the website within 5 minutes of me being there and it has since been another week and still nothing I contend that the lottery is a bunch of shysters who live under the guise of purity by claiming that they exist solely as a means of raising funds for k-12 schools..... All I want is my money what a mode nothing more nothing less just $180 deposited to my account immediately and then an additional $180 for every week that I had to wait

  Business response

  02/27/2023

  Hello. We have contacted you directly about this issue. We left a message on 2/22 at 11 a.m. If you did not receive the message, please provide us with a daytime telephone number, and we'll be in touch. Thanks.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 6 I won $250 in an instant online game called The Lamp. I requested a withdrawal of the winnings the same day by ***. As of February 14 the request was still not processed. I have called the lottery. I have chatted with the lottery. I have ******** messaged with the lottery. And finally I have emailed the lottery.I finally figured out how to cancel the request. I resubmitted a request to withdraw at retail. The lottery has all the information they need to honor my request. I'm being told that due to the recent jackpot that processing is 7 business days.This is spit in the face of responsible gaming. They don't make you wait 7 seconds to take your money when you deposit it. It is very clear they hope most people give up and re-****** there winnings. I won fair and square and believe I should be paid in a timely manner. Over two weeks should be a crime.

  Business response

  02/15/2023

  Hello. Due to the amount youre attempting to withdraw,there are extra processing steps involved that *** cause a delay, and there is already a delay for processing documents due to the recent jackpot. Our accounting department is working diligently to process requests in the order received, and were currently seeing a 7-business-day timeframe for documents and withdrawals being processed. With large jackpots, we see more people create new accounts,and as a result, there are more uploaded documents and withdrawal requests. We apologize for the inconvenience and hope you will bear with us as we work around the clock to catch up with the influx.
  
  It's important to note that when a player cancels a withdrawal request and creates a new one, it starts that player over in the queue, which is what happened in your situation. We flagged your specific request and were able to process it yesterday, 2/14/2023, since you submitted your ID on 2/10/2023. You should have your voucher available on your account by the end of today, 2/15/2023. Compliance also advised your ACH was declined because it was a copy of a screenshot and was too small to be legible. In the future, if you would like to use ACH for a cashout of $100 or over, we will request a legible ACH document.

  Customer response

  02/15/2023

  [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 ********.

  This issue has been completely resolved. I am completely satisfied. This complaint can be closed without any further action needed.

  
  

  
  

  Regards,

  
  

  *********************

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I won 2/6 and 2/7 online submitted a withdrawal request. I have waited and it has passed the 2 business day **** for my withdrawals to process. I have 3 pending withdrawals (2) from 2/6 and (1) from 2/7 but they are still in a pending status. I made numerous attempts to call 2 different phone numbers and have stayed on hold between 45 minutes to almost 2 hours! I have made multiple attempts to chat online and have only successfully reached someone twice. Each of those times I have not been able to get any answers or accurate timeframes for a review or an idea when I will have my money. I have screenshots of the conversations and was told that I am still waiting for my winnings because of a prior mega millions jackpot. I dont have anything to do with whatever issues they are having with payment processing for that because I didnt play the mega millions. I want my money that I won.

  Business response

  02/14/2023

  Hello.Due to the amount youre attempting to withdraw, there are extra processing steps involved that *** cause a delay, and there is already a delay for processing documents due to the recent jackpot. Our accounting department is working diligently to process requests in the order received, and were currently seeing a 7-business-day timeframe for documents and withdrawals being processed. With large jackpots, we see more people create new accounts, and as a result, there are more uploaded documents and withdrawal requests. We apologize for the inconvenience and hope you will bear with us as we work around the clock to catch up with the influx.

  Customer response

  02/14/2023

  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 would like to receive my winnings and until that happens, I feel you are not honoring your payout terms as stated on your website.  No part of my complaint has been resolved!  Today marks 7 business days from the last winning date 2/7.  I have not received anything for neither date I won, 2/6 or 2/7!  Having won in the past online on your website, I have had immediate payouts regardless of the amount without any problems - I HAVE NEVER ENCOUNTERED AN EXPERIENCE LIKE THIS!  

  I also do not feel the person with whom I chatted with yesterday was honest in providing a copy/transcript of the chat via email as promised as I have yet to receive anything (see added attachments that were previously attached).  

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

  
  

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had won over $2500 on feb 5 2023. I received an email and also on the lottery website, it says payouts will be processed within two days. It is now February 13th and it still shows pending. It also says that if there's any issues, the Virginia Lottery will contact me within those two days. I have heard nothing and still shows pending. I spoke with customer service who said they were behind because of a Mega Millions draw. This doesn't make sense because it happens every week with these draws. If there were delays, that should be on their website and also in the communication they send out. The funds they took out of my account were deducted as normal. When I spoke with customer service, she said that it was taking 7 days. It's past that now. I can follow it up with Virginia Lottery today and spoke with *********. It took almost a half hour to even get an agent through chat. She said there was a delay because of the amount today which is different response than I got originally. I asked when it would go to my account. It shows the chat was ended. No response.

  Business response

  02/13/2023

  Hello. Due to the amount youre attempting to withdraw,there are extra processing steps involved that *** cause a delay, and there is already a delay for processing documents due to the recent jackpot. Our accounting department is working diligently to process requests in the order received, and were currently seeing a 7-business-day timeframe for documents and withdrawals being processed. With large jackpots, we see more people create new accounts,and as a result, there are more uploaded documents and withdrawal requests. We apologize for the inconvenience and hope you will bear with us as we work around the clock to catch up with the influx.

  Customer response

  02/14/2023

  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.]
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  02/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been waiting on a $136 withdrawal for the better part of 2 weeks. I requested 3 withdrawals on January 28th totaling $136 to be processed via ACH. The request stayed in pending operator process through February 6th when I decided to cancel the transaction and create a new withdrawal via retail voucher. That request to date is still in pending operator status. The crazy thing is that I requested a new withdrawal via retail voucher for new winnings on February 2nd and already received access to that voucher. You can't run your operations like this. It should be a quick turnaround for retail vouchers hands down. I just want my money and NOW!!!

  Business response

  02/13/2023

  Hello. Due to the amount youre attempting to withdraw,there are extra processing steps involved that *** cause a delay, and there is already a delay for processing documents due to the recent jackpot. Our accounting department is working diligently to process requests in the order received, and were currently seeing a 7-business-day timeframe for documents and withdrawals being processed. With large jackpots, we see more people create new accounts,and as a result, there are more uploaded documents and withdrawal requests. We apologize for the inconvenience and hope you will bear with us as we work around the clock to catch up with the influx.
  
  It's important to note that when a player cancels a withdrawal request and creates a new one, it starts that player over in the queue, which is what happened in your situation. Your newest request was on 2/6, and our compliance department had not reviewed it yet. However, we spoke with them, and they were able to review the request and send out an email requesting your ID (because the amount of your withdrawal is over $100). The withdrawal request you referenced and said you had already received was under $100, so no documents were needed to finish processing it. We hope this helps explain why one withdrawal went through quickly, and the other did not.

  Customer response

  02/13/2023

  [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 uploaded and submitted the front and back of my driver's license (valid government issued ID) to my VA ******************** account per the instructions sent to my email account and the message center in the app. 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

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted a withdrawal request from Virginia lottery online on 1/30/2023 for the amount of ****** dollars and it still as of 2/92023 is still pending processing. I have called several times and talked to them and all they have said was they are waiting on accounting. Typical time is 3-5 business days and since my request several people have had their money withdrawn even though submitted after my request was submitted. I called on 2/8/2023 after calling 2/6/2023 and was told to call by the costumer service representative if my withdrawal had not been completed. When I called on 2/8/2023 all I was told was the issue was elevated to her supervisor.

  Business response

  02/09/2023

  Hello. Due to the amount youre attempting to withdraw,there are extra processing steps involved that *** cause a delay, and there is already a delay for processing documents due to the recent jackpot. Our accounting department is working diligently to process requests in the order received, and were currently seeing a 7-business-day timeframe for documents and withdrawals being processed. With large jackpots, we see more people create new accounts,and as a result, there are more uploaded documents and withdrawal requests. We apologize for the inconvenience and hope you will bear with us as we work around the clock to catch up with the influx.

  Customer response

  02/10/2023

  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.]
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won playing VA Lottery online game and requested a withdraw of $4100 on 2/2/2023 before 7am est. I received a confirmation email that it would be processed within 48 hours. As of 2/9/2023 it is still pending. **************** told me that due to Powerball withdraws are delayed. Powerball was after my request and Ive had 3 withdraws processed since 2/2/2023. Ive requested 3 times to have someone call me and still no one can explain to me why the confirmation email says 48 hours. Why my withdraw would be impacted by something that happened after. Why customer service keeps saying 3, then 4, then 5, then 6 business days. Why have I not received any follow up emails? If there is a delay, why isnt that posted on their website? Why have my other withdraws been processed?

  Business response

  02/09/2023

  Hello. The amount you are attempting to withdraw means that there are extra processing steps involved that *** cause a delay, and there is already a delay in processing documents due to the recent jackpot, which has caused a higher-than-normal volume of uploaded documents and withdrawal requests. The accounting department is working diligently to process these requests in the order received, and were seeing a 7-business-day timeframe for documents and withdrawals being processed. The email you received had the standard processing time of 2 business days; however, it also states to allow an additional 2-3 business days for bank processing. We apologize for the inconvenience.
  
  When you request a call-back, we try to return calls within 3 to 5 business days, and that amount of time has not yet passed since you requested a call-back on February 8, 2023. Again, we apologize for the inconvenience and hope youll bear with us as our accounting department works overtime hours around the clock to catch up with the influx.

  Customer response

  02/09/2023

  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.
  
  The response does not address why customer service agents kept telling me different time frames, why the VA lottery does not post this information on their website or email those experiencing delays. Twice I used the VA Lottery customer service phone line and used the option to keep my place in line and have an available operator call me when I was next so by their explanation all call operators have been busy for over *********************************** line for a call back? This response also does not address why an influx of accounts due to lottery activity AFTER I filed my withdraw would delay my withdraw. 
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  01/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Won ** Lottery money online. Used Trustly (sponsored by VA lottery), my bad, on VA Lottery webpage to transfer $600.00 to my bank account. It has been over a week. No secure option (bank to bank) to transfer money from the VA lottery the proper way. Also, someone tried to access my account, FRAUD. Sounds like an inside gimmick to delay payment. Get rid of Trustly. VA Commonwealth has no business doing banking with an outfit that cannot be trusted. Wonder who on the inside is on the take or getting kickbacks. DO NOT play VA Lottery ONLINE. VA LOTTO cannot be trusted!!!! I want my $600.00. I do not want to hear the excuse they couldn't deposit it! I will be contacting my state representative to look into this matter!

  Business response

  01/23/2023

  Hello, we have no record of you contacting us about this issue. Upon further inspection, we noticed the email address listed on your account is invalid, so you would not have received the email from us that states you need to upload a copy of your ID before we can process your withdrawal request. According to our records, you requested a $600 withdrawal on 1/17/2023 and then cancelled the request on 1/22/2023; you then requested a new withdrawal in the amount of $500 on 1/22/2023. We will call you directly to let you know this information, but if you need to contact us in the meantime, you can reach us at **************, option 3.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 01/18, I was still able to log in but couldn't make any purchase or deposit because of Geo-Location function. It kept saying I was not in Virginia. As instructed by the website, I tried different internet service: ATT, **************** and different device: 2 different PCs, 2 different laptop and different phones but none of them worked, both on website and on the app.I called Virginia Lottery technical support on 01/20. That person couldn't help but keep blaming my internet providers, my browsers then my home business account for blocking me from gambling but it was clearly not the case since I could access lottery website and log in without problem. At the end, that person told me they didn't have any answer to me and that was the end of conversation for them.I asked several other persons who played online and they didn't have the same problem. I called VA Lottery head office and the receptionist said they didn't hear of anybody who had the same problem then forward me to the same technical support again who had no clue what they were talking about.It seemed like I was specifically targeted and discriminated again and I want to know why. I told them very clearly that either they gave me an answer privately on the phone or I would need an answer on BBB publicly and they would embarrass themselves but here we are now. Even if they don't want me as customer anymore, that's fine but I have the right to know the reason.

  Business response

  01/27/2023

  We're so sorry to hear you're having difficulty with verification of your location. We are required to verify the location of all players who participate in our online games and promotions because you must be physically located within the state in order to participate. There is no way to bypass this. As you mentioned, you contacted us on 1/20/2023, and we did provide the troubleshooting available. Your address doesn't appear to be located near a border, so our only other suggestion would be to make sure you aren't using a VPN. If you aren't using a VPN, you could try reaching out to your internet and/or phone provider for suggestions.

  Customer response

  01/27/2023

  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.
  
  As in one of the attachment in previous message, ****** could easily locate me in Virginia. I tried multiple other location services on all of my internet carriers: **************** and ATT and they could also locate me. Virginia Lottery was the only one who couldn't locate me so it had nothing to do with my internet providers. The only support that Virginia Lottery could provide is to deny and to blame others. It's unacceptable.
  
  Regards,
  
  *******************
  
  
  
  
  

*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. ↩