Complaints

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 16th, 2023 between 9:00a.m-1:00pm I was playing The Lamp on the VA Lottery app I dont know if I put $50.00 on there this time or if it was just $20.00 or something but my issue isnt with what I spent its with The Lamps multiplayers I had won $4.40 but I got a (3 or 4) multipliers equaling out to $4.40 multipled by 19 and it only paid me $4.40 which this has happened 2 other times but nothing extraordinary by any means. But my total shouldve came out too $83.60 and not just $4.40 by my calculations Im still owed $79.20. Im a big fan of the VA lottery and Ill say this is the first time I was like Dang did Virginia Lottery just Rip me off Im sure it was just a glitch of some sort but if there is anyway possible I could please just get my winnings credited to my account that would be superb. Thanks for your time sorry for the complaint. I just want whats rightfully owed to me. Hope you guys understand. -*************************

  Business response

  01/19/2023

  We are having difficulty finding the exact game youre referencing because you played ***** games of The Lamp on January 16, 2023,between 9 a.m. and 1 p.m. On January 17, 2023, you contacted us twice via phone, and each time you called, you provided a different amount that you should have won. On the first call, you stated you won $83.56 but only got $4.40, and on the second, you stated you should have won $81.70 but instead received only $28-$32. At that point, we asked you to email us screenshots, which we did not receive from you.
  
  In order for us to isolate the specific gameplay youre referencing, we would need the Serial No. and/or Sequence ID. We advised you how to review gameplay for each game played in your account. Were happy to discuss this further if youd like to give us a call at **************, option 3.

  Customer response

  01/20/2023

  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 appeared below.

  ok so my first phone call to you all was with an employee that wasnt capable of receiving any knowledgeable information for my issue and as for the second call I was on the phone for over an hour with a super nice lady that tried to help me resolve my issue but no success.  As for my amounts I stated both times are accurate as far as the **** multiplied by 19 should have been $83.60 meaning that $79.20 wasnt paid to me in this same play I also revealed 3 lamps indicating that I had won 10 free games as well so over the course of this single game play I received $**** plus my winnings from the 10 free games which totaled out around $28-$32 in total but I also told the lady on second phone call I wasnt able to review any of my game play Im aware of how its supposed to work but I have no option to watch my previously played games.  But honestly Im not even concerned about that no more I just give up on it.

  but now as of yesterday 1/19/2023 I received an email from you guys in regards to my withdrawals I had pending for card ending in ****  but what really grinds my gears is the fact that only not have I been waiting all week for my withdrawal to be approved is the fact in the email yall sent me was in regards to my mothers debit card ending in **** stating that yall needed more documentation including consent from cardholder being my mother and a letter from the bank which is cash app and a copy of her I.D  which confuses me because my (4) withdrawals pending are for my debit card ending in **** which Ive made withdrawals to before and was received within less then 5 mins so I dont understand what my moms card which I used once maybe twice back in December has to do with my withdrawals for my debit card yall have done removed the card **** from my account  and thats fine leave it off but why is documentation needed for a debit card Im not even making withdraws on ??? The total amount due to me is $225.00 

  I spoke with a a person claiming they worked for yall but she was not knowledgeable To any of my questions almost as if she didnt under my question. Im very unhappy with this whole process and further more once yall pay me whats owed to me Im not to sure if Ill ever play yalls games again this whole process has been more then aggravating.  I believe I may be driving to abingdon today to get my issues resolved. It doesnt make since why yall cant give me my money just because of a debit card that dont have my name is on my file and has nothing to do with my withdrawals at all especially when moms card has been on my account and yall have made withdrawals to my card **** before with no problems but now its an issue just because I want my money. Hope this is just a hiccup on yalls part and is resolved very quickly thanks 

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

  
  

  Business response

  01/24/2023

  In our last response to you, we explained that we need additional information to look into your claim about The Lamp game. You mentioned you have screenshots, which you still havent provided to us. The image you included with the complaint is an Online Cash voucher on which you have written "19 x ****" - that voucher has nothing to do with this particular issue that you submitted to the Better Business Bureau. In your follow-up message, you said: "Im aware of how its supposed to work but I have no option to watch my previously played games." The outcome will appear in your account history. You can also view the replay/results of the game in your history. To do this, first make sure you are logged into your account. Once you've logged in, please open the My Accountmenu. 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.
  
  As for the new part of your complaint, when a player uses a card on his online lottery account that is not in his name, it sets a flag on the account. Documents are needed for that specific card due to the name mismatch.While this flag is on the account, we are not able to process any withdrawal requests until we have those documents for the name mismatch; the card to which youre attempting to withdraw makes no difference we would still need those documents in order for the flag to be removed from your account. This is for security reasons. It helps prevent fraud.
  
  Again, please feel free to give us a call at **************,option 3, if youd like to discuss this situation. 

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an online purchase for $62 with one of my bank cards and the VA lottery website sent me a automatic response stating the purchase did not go through and to use another form of payment. So I used another bank card that I have. Well that purchase when it did go through I received an email confirmation from the VA lottery saying that the purchase went through and I also received confirmation from the VA lottery website to my online message box with a confirmation number. Well when I looked at my bank account from the first charge it shows on bank account as a pending charge...this is the account that the system said to use another payment. So how did the payment go through when the system online said to used another form of payment? Then I checked my 2nd bank account and it also shows a pending charge for $62. Now I did receive a confirmation from the VA lottery saying this charge was completed, however for the ************* I didn't receive a confirmation and it is still showing as a charge on my bank account. I also see on my online account that I have a balance of $62.50 in my account that I cannot use. So I called into the call center and spoke with ******* at 9:37 pm EST. Well *********************** up the phone on me. I asked for a supervisor and she refused to put a supervisor on the phone. I told ******* anytime the VA lottery takes my money they are supposed to give me a confirmation showing they took my money. I did not get a confirmation for the 1st card. I tried to explain to ******* that originally the system told me to try another form of payment so I did. All ******* kept telling me without listening to me is that all sales are final. How can they take my money after their system said the payment didn't go through? I want my money back! How do I have a balance on my account I did not give them permission to take more than the $62. The VA lottery has stole my money I want it back.

  Business response

  01/11/2023

  We sincerely apologize for your experience and the inconvenience and have corrected the error. We processed a refund of $62, which may take a couple business days to show up on your **** card. Please dont hesitate to reach back out if you experience any further issues. You can reach us at **************, option 3.

  Customer response

  01/15/2023

  [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

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The online game THE **** is not working properly. When I hit the 3 jackpots the next screen should show a lot of treasure chest and I have the option to choose matches but this has only done this twice since I've been playing. So I don't know of I've won anything. It knocks you out the game instead.

  Business response

  01/05/2023

  We are sorry to hear you were disconnected while playing our online instant game The Lamp. The game appears to be functioning as it should,so were not sure what might have happened. The outcome for each play is predetermined and set at the time of sale, meaning it would not be affected by a disconnection from the system. If a disconnection occurs after purchase, the outcome will appear in your account history. You can also view the replay/results of the game in your history. To do this, first make sure you are logged into your account. Once you've logged in, please open the My Accountmenu. 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.
  
  When you previously contacted us, we explained some basic troubleshooting steps you can take, including clearing your cache and cookies, restarting your device, uninstalling and reinstalling the app, and using a different browser. We are unsure whether youve tried any of those suggestions, but regardless, you should be able to view your winnings in your account history. In this particular game, your winnings were all under $100,which means they were immediately added to your online account. You played through those winnings.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, On 29Dec22, I noticed fraudulent charges appearing on my NFCU bank account and Cash app card. I have not used the VA Lotto account in well over 6-8 months. I filed fraudulent charges with my bank and cashapp. Can you please tell me what what's going on with my account and if i can be reimbursed? I have logged in and self restricted myself for 6 months as i couldnt find out how to deactivate my account completely. For a site to have access to banking information and funds, i recommend stronger security measures. I am the only person in my household and with physical access to my debit and credit cards. This doesn't make sense to me. Can you confirm if VA Lotto is the only transactions? These purchases were not authorized. Any help is appreciated. Also, after investigating, you have my permission to permanently delete my account and remove me from any advertisements. A few months ago my vehicle was broken into and wallet stolen. I have police reports to prove it. Please let me know if supporting documentation is required.

  Business response

  01/05/2023

  We reviewed your account, and there is a total of 9 deposits made into your online account on 12/29/2022 with two different **** cards (both in your name). You contacted us that day (12/29) to advise you did not make those deposits. However, the money was already spent on online instant games,so we were not able to provide refunds. At that point, we referred you to your bank to dispute the charges.
  
  You advised your cards were in your possession the whole time; however, the *** code must be entered each time for a deposit with a card. In our terms and conditions, it states you are responsible for keeping your online account secure and not letting anyone have the password. Also, accounts can never be permanently deleted; we can only disable them, and yours has been disabled at your request when you contacted us on 12/29/2022.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There are 2 issues. I did ACH withdrawal which I thought were fine. Then days later it was returned. I was charged $1000 worth of fees at $50 a piece which I never knew about. I cant afford to pay it all at once like I was told I need to do. It went through then denied later which I do not understand. I told the rep I would pay $100 every 2 weeks and then a great sum in February. He said that would not work. His name is *****. The other issue is I kept winning in November and then my phone would auto run and lose everything. I emailed, called, and tried to Chat with someone several times about this issue. They stated about 6 weeks later they could not refund my $447 that I initially won. This has happened to me before and I let it go before when I won $650. The whole thing is a mess. I dont know what to do at this time. I was told it would go to collections.

  Business response

  01/05/2023

  We reviewed your account and will try to address the two issues you mentioned in your complaint. First, for ACH, when a player makes a deposit using ACH, Global Payments immediately puts the funds in the players online account for him/her to start using. However, the funds are not actually pulled from the players bank account until a few business days later, and at that time, if there are insufficient funds in the players bank account, Global Payments will charge fees, which the player is responsible for paying.
  
  For the second issue involving the disconnection during gameplay that you are reporting, we explained how the outcome for each ticket is predetermined and set at the time of sale, meaning it would not be affected by a disconnection from the system. If a disconnection occurs after purchase,the outcome will appear in your account history. You can also view the replay/results of the game in your history. To do this, first make sure you are logged into your account. Once you've logged in, please open the My Accountmenu. 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.
  
  In your complaint, you say: I kept winning in November and then my phone would auto run and lose everything. Were not sure what you mean by this; it sounds like you are saying that your phone is playing games for you on auto when you are not using it, and we have not heard that before. According to our call logs from when you contacted us in November, you stated that you went to the bathroom, and when you came back, the money was gone. If youd like to contact us to discuss this further, please feel free to call us at **************, option 3.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put ***** on my account only to get the free games that was offered. ok I didn't get the free games. so I emailed them telling them and said that I'm poor and hungry that's to mean that I don't want nobody stealing or taking from me cause I want every dollar I work for also they closed my ACCOUNT without me even knowing they could've let me no first or something or warn me anything but they didnt, here it is I have online vouchers to play online and can't and can't take it back to store either overall that as much as I play online I want my account open I didn't request that and who gives them the right to choose over somebody else life when there's probably no BETTER and I still didn't get my free games they just up and closed my account without a warning I would like to file a complaint with them that's not right what they did if they didn't want to give me the free games I would have accepted that than them closing my account till FEB/2023 I am HURT and feel like I have been *** of decision I choose for MY LIFE. is it a law saying they have to decide whether a person can afford to play??? I spend MORER than that in STORE so how can they do that?

  Business response

  12/05/2022

  Your online account was excluded for three months because you made the statement, "I'm poor n hungry n trying my BEST to win something BIG." Our customer service agents are trained to do this because we promote responsible gaming, and your statement was an indication to us that we should temporarily disable your account. This is to protect you. Our games are meant to be fun they are not a source of income.
  
  As for the deposits you referenced, you would have needed to make one lump sum deposit of $75 to receive the offer. The original offer from 11/23/2022 was, "Deposit $75+ to get 30 free games of Myths and Money." You made deposits of $15, $20, and $40. On 11/29/2022, we responded to your email from 11/24/2022 to let you know about your three-month account exclusion and the fact that you did not get free games because you did not make a qualifying deposit for the current promotions available at that time.
  
  After the three-month period,you should be able to access your account again, and at that point, you can use the online cash vouchers you have. They are good for a year after the purchase date. If you are concerned about those vouchers expiring, please contact us at ************************************** be happy to assist you further.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov 15 2022 I withdrew $350. Which email states 2 days deposit. On Nov ***** I made 11 deposit to play. On Nov 18 those deposit came through my bank resulting in overdraft. On Nov 20 five days after withdrawal you approved withdrawal, now being charged $50 from you each time, I cant find anywhere it states a $50 dollar charge. So now Im not paying anything until all the unknown $50 charges are paid back. I have paid a total of $763 in just fees counting the $350 withdrawal that you couldve used to pay the checks. During my paying these fees I have paid 4 deposit and 1 $50 fees. I would like to have the balance of your fees repaid to me in the amount of $1350 for your fees and my nsf fees these caused. That is 18 x $75.

  Business response

  11/30/2022

  We apologize for the inconvenience and length of time it took for your withdrawal process to be completed. Due to the recent record $2.04 billion Powerball jackpot run, our compliance department is still working diligently to keep up with all withdrawals/document approvals, but theres still about an **** business day delay. We recognize this is frustrating, and we apologize for that delay. That said, we do not have a record of you contacting us about your withdrawal or any fees. We do not repay NSF fees. When a player makes a deposit, it is immediately available in the players online account; however, it can take a couple business days to come out of the account. The $50 charges are directly from ACH; you were charged $50 for each check return. You can contact TeleCheck to resolve any open item. The number for TeleCheck is **************.

  Customer response

  11/30/2022

  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,
  
  ***********************
  So what is be said is it isnt your problem because you had a big lottery win. I didnt know people have to call to get a withdrawal. I guess you wouldnt have a record of a call because I never called. You shouldnt put in emails that things will be done in a certain amount of time. If my withdrawal had of been done in 2 days like stated we wouldnt be having this issue. I guess it will be paid at some point but no time soon. Love being screwed 
  
  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been waiting on multiple withdraws going back to November 9th to 19th , I have called , emailed , and did the online chat , Last week was told I would have it by end of the week and still nothing. Lottery very quick to take money out of bank account but very slow to replace , Lottery email says withdraws pending up 2 days then allow 2 or 3 more days. I have been told my delay is because of Powerball win , Not sure why that has anything to do with my withdraws

  Business response

  11/28/2022

  We apologize for the inconvenience and length of time it took for your withdrawal process to be completed. Due to the recent record $2.04 billion Powerball jackpot run, there were some unanticipated challenges we experienced with our payment processors. We recognize this was frustrating, and we appreciated your patience as we worked to resolve the issue. At this time, your account activity should now be current.

  Customer response

  12/01/2022

  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.]
  Because you were unprepared should not have been the customers problem. So apparently only if you win larger jackpots then you matter as a customer 
  Regards,
  
  *******************
  
  
  
  
  

• Initial Complaint

  11/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I won $400 from Powerball and I asked for it to be transferred to my bank account at chase and a few days later it was declined. Then I asked for it to go to my PayPal and its been pending for almost a week now. Where is my money?

  Business response

  11/28/2022

  We apologize for the inconvenience and length of time it took for your withdrawal process to be completed. Due to the recent record $2.04 billion Powerball jackpot run, there were some unanticipated challenges we experienced with our payment processors. We recognize this was frustrating and we appreciated your patience as we worked to resolve the issue. At this time, your account activity should now be current.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since the 4th of November, I have won $1020. The withdrawal request from the 4th was deposited into my bank account on the 7th. I made a second withdrawal request for $500 on the 6th that went unanswered until the 15th along with another made on the 11th for $220. Monday the 21st will be 12 business days which surpasses all of their published guidelines regarding payment. I have been on hold in the chat for >20 minutes x 2 and on the phone, two different numbers for over and hour and a half and no one picked up. I want my money!

  Business response

  11/28/2022

  We apologize for the inconvenience and length of time it took for your withdrawal process to be completed. Due to the recent record $2.04 billion Powerball jackpot run, there were some unanticipated challenges we experienced with our payment processors. We recognize this was frustrating and we appreciated your patience as we worked to resolve the issue. At this time, your account activity should now be current.

*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. ↩