Complaints

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The online play/ app is poorly executed with lots of issues. Besides that- I have won ****** back on November 2. I have won previously online and done a withdraw with no issue. After initiating the withdraw around 2 days later I get an email asking me to upload a drivers license or govt photo ID in order to finish my withdraw. I reluctantly do so. (This is not done in stores why is it done online??) two days later I get another email saying I need to still verify my bank by uploading a void check or a bank letterhead with routing number and account number. I have already set up direct deposit with this bank and it is showing on my VA Lottery account profile. I reluctantly do so again days later after numerous failed attempts through chat call and email. I still have yet to get my winnings. Why all the added hoopla? This was not necessary over the summer nor is it necessary in stores. Either have it available online or not. - we dont need to be sending our account info over these apps very poorly executed online platform

  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

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Won lottery online pick 4 on November 5, 2022. (200 pay out). Submitted information, outline by VA lottery to receive withdrawal, to debit card. No pay out after 1 week. Called several times, long waits, no resolution. Finally spoke to representative stated more information is needed to be uploaded (ie picture ID) no previous email or nothing stating this until week and half later. All information uploaded as of November 17, still waiting for payout.

  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

  11/28/2022

  
  
  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

  11/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I think this was Oct 31. The VA lottery website was having an issue where the page kept reloading instead of letting me buy Powerball tickets. I finally managed to purchase the tickets in my cart, but I wanted more than that. The page kept reloading again. The site was messing up so bad that it left tickets in my cart with numbers that I had already bought. Of course I didn't know that until after wasting $10. I called and they said purchases are final. I deserve a refund since the site messed up. Also, I did my first withdrawal to PayPal and that $12 seems to be in limbo. If there's another step I am to take, I haven't a clue. I've read everything. Thanks.

  Business response

  11/07/2022

  Good afternoon,

  We spoke on the phone and discussed downloading the Virginia Lottery app to see if that resolves the "reloading" issue you're experiencing. Feel free to give us a call if that doesn't resolve the problem. As for the $10, we have added a $10 customer satisfaction bonus to your account since the tickets themselves aren't cancelable. For the PayPal withdrawal request, we had the accounting department take care of that today, and you should receive the withdrawal within 24 to 48 hours.
  
  When we spoke earlier, you mentioned the various promo codes we offer. I suggested signing up for emails because that is the best way to begin receiving those offers. For more information, visit: https://www.valottery.com/winnersnews/alerts.

  As always, feel free to contact us if you have any other questions or concerns. We appreciate your continued support and hope we have resolved this situation to your satisfaction. Have a great rest of the week.

  Customer response

  11/07/2022

  [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

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I played an online game and won the jackpot prize of ***** dollars. I've had it not award me prizes before and i wanted to show my husband so I took a screenshot of it but they did not count the prize and instead gave me 3 20. I sent them a message with the screenshot. It took them 1 month to contact me another month for a response they STILL didn't award me the prize. I feel scammed.

  Business response

  11/09/2022

  We confirmed that the ticket you purchased was not for a jackpot win. It was valued at $3.40. The replay of the ticket in the backend also confirms this. We took your screenshot and opened an investigation to see if we could replicate what you experienced. This did not happen despite playing over ***** games. We tried various routes through the game, used your previously purchased tickets to recreate your exact journey to this game, and forced play in severe circumstances. This game is played in Virginia and multiple other states, and no players have reported this issue to us before; given the amount of play this game has had,we know that it is operating as intended, and we stand by the integrity of the game. The prize of $3.40 you were awarded is the correct prize amount.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today I purchased tickets for a lottery game that seems to have the winning numbers according to the rules of game but shows on my ticket purchase that it wasn't. 1) On one of my tickets I played 8 games of the game known was Pick 4 with the added fireball play. All of those 8 plays were for ANY ORDER PLAY. 2) Of the four numbers that I selected, 3 of them were matches to the drawn numbers. 3) The fireball number can replace one of your selected numbers to make new set four numbers to win with. 4) The fireball also has a various ways of winning with exact, combo and any order plays. My numbers would be considered an Any Order Fireball Play based on what I've read via the Virginia Lottery website and according to the Virginia Lottery's ******* page www.youtube.com/watch?v=t-sxVha4ew0 which features a video on how to play Pick 3 and Pick 4 games with a fireball play. Attached is a screenshot shot of my numbers, the winning numbers, odds and prizes page and a screenshot of the ******* video promoting the fireball play. I did blackout the serial number because I don't know who will view this information but if it's needed I can be contacted for it.

  Business response

  11/01/2022

  In your previous BBB complaint (#********), we explained to you that you are misunderstanding how the Fireball works. You created another separate complaint (#********) with the same issue and the exact same image.You still do not provide a specific draw date, but as we explained previously,the Fireball does NOT replace your selected numbers. It replaces the numbers WE draw. Lets take, for example, the October 30, 2022, Pick 4 night drawing. The results were 4-8-9-2 with a Fireball of 7. That means that if you had any of the following combinations on your ticket, you would win:
  
  4-8-9-2 (original)
  7-8-9-2
  4-7-9-2
  4-8-7-2
  4-8-9-7
  
  Please note that we have previously provided you with the contact information for our director of Public Affairs and Community Relations.You have an avenue to contact us directly if you need additional assistance.

  Customer response

  11/01/2022

  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.]

  Firstly, it was never explained to me how the fireball combinations worked in the previous case mentioned. INSTEAD, THE PERSON RESPONDED BY TELLING ME TO COMMUNICATE DIRECTLY WITH THE VIRGINIA LOTTERY WHEN IT IS MY RIGHT TO FILE A COMPLAINT WITH THE BBB IF I SEE FIT! THEN THERE WAS NO RESPONSE FROM THE VIRGINIA LOTTERY AND THAT CASE WAS CLOSED, FACT! I also uploaded more than one file showing the date, numbers picked etc. to my complaint but apparently the BBB site isn't functioning properly because they weren't included.  

  From this point on I will just do more research on these games prior to spending money on them. Because as confusing and misleading as they are ADVERTISED AS, if it's not a win then it's simply not a win. You can close this complaint now and have a very blessed day! 

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

  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Today I purchased tickets for a lottery game that seems to have the winning numbers according to the rules of game but shows on my ticket purchase that it wasn't. 1) On one of my tickets I played 8 games of the game known was Pick 4 with the added fireball play. All of those 8 plays were for ANY ORDER PLAY. 2) Of the four numbers that I selected, 3 of them were matches to the drawn numbers. 3) The fireball number can replace one of your selected numbers to make new set four numbers to win with. 4) The fireball also has a various ways of winning with exact, combo and any order plays. My numbers would be considered an Any Order Fireball Play based on what I've read via the Virginia Lottery website and according to the Virginia Lottery's ******* page www.youtube.com/watch?v=t-sxVha4ew0 which features a video on how to play Pick 3 and Pick 4 games with a fireball play.Attached is a screenshot shot of my numbers, the winning numbers, odds and prizes page and a screenshot of the ******* video promoting the fireball play. I did blackout the serial number because I don't know who will view this information but if it's needed I can be contacted for it.

  Business response

  10/21/2022

  Hello. In the future, please contact us directly before submitting a Better Business Bureau complaint, and we will be happy to assist you with whatever issue you may have. In this situation, we are unsure which specific drawing you played, but the Fireball is used to replace the numbers we draw. In your complaint, you mention that you're replacing your selected numbers with the Fireball, and that's not how it works. We're happy to provide a specific example if you'd like to reach out to us directly. You can contact us by filling out the contact form here: https://www.valottery.com/aboutus/contact. 

  Customer response

  10/24/2022

  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.
  
  There was no offer made by the business but merely a seemly coercively suggestion to contact them directly instead of filing a complaint with the BBB, which I've done before in another case. I've included attached files which would answer questions for them regarding which game I played, what numbers I'm referring to and what the basis of my complaint is. If they need further clarification then I'll be happy to clarify things through the BBB via this complaint. 

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

  
  

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/26/22, I came home from work and checked my email. In my email, the Virginia Lottery offered me a 30% match if I made a deposit. I clicked the link and signed into my account. After signing in on my computer, the pop up stated that if I made a deposit, the Virginia Lottery would match it at 30% up to $100. I accepted that offer and made a deposit of $333. After depositing the money, I did not receive the promised 30% match. I called the Virginia Lottery the following day, and they said that I already received the promotion. I was dumbfounded as I never saw the match on my account. After further investigation, it appears that when I made a deposit of $10 on that day with my mobile phone, they gave me a 30% match on that $10 without an offer or notification that a 30% match was available. Based on this instance, it appears to be a coding glitch where offers are not showing up on the mobile App, but offers are showing up on the computer browser. Im not sure what controls are in place to keep this from happening, but I would have never made a deposit of $10 if I knew the Virginia Lottery was going to match me at 30%. As a regular customer of theirs, they should easily be able to acknowledge that, but they denied my request. Any help in this matter is appreciated as I am not trying to get over on them, but just want the offer that was presented to me, and I accepted. I never accepted an offer on my phone deposit, because I was never offered a match when I made that deposit.

  Business response

  10/03/2022

  Hello! We have credited your account with a $97 bonus to honor the offer you received. We hope this helps resolve your issue. Thanks.

  Customer response

  10/03/2022

  [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

  09/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This month I filed a dispute with my bank, Green **** It was for charges on my bank statement that were from VALOTTERY ************,MI for ********, and on every email I receive for payment to valottery it says it will show up as " **. Lottery,************ **. *****. So. I go in to log into my va lottery account , and It would not allow me, so I try chat, and the rep I spoke to said they had closed my account for chargebacks amounting to $395.85, and the amount I disputed was$40,$40,$60,$40, $60,$25,$16,$15,$40,$60 and $25 for purchases from between Aug.21st-Sep 12th.Which totaled $421, of which I received $413. The rep said I will not be able to login until I clear up what is owed, well, there are also charges that are legit still on my bank statement, like I told the rep(****) on 09/16/2022. They are as follows $40,$80,$40,$25,$60,$40,from August 2022. And I believe those are legit, with the right name, state and phone #. I should not have to pay anybody back for fraudulant charges on my account. I also informed **** about the $50 in lotto vouchers I had just bought and cannot use. I still have them.Also, I noticed they had sent unsecured emails in 20/21. I believe my account was hacked then when I had $300 and $250 emails and charges then I did not make, so I am actually owed money.

  Business response

  09/22/2022

  Upon review of your account, we determined:
  
  -On 9/14/2022 (11:20 a.m.), you made a $10 deposit with an online cash voucher. If you still have the original voucher that hasnt been used, we may be able to refund that amount. Please send us the original, unused voucher (or a picture of it). You can mail the original to Virginia Lottery, ATTN: *************************, ***********************************************************. If youd prefer to email a photo, please send it to *************************************.
  -On 9/14/2022 (5:20 p.m.), our compliance department started crediting the bank back for multiple chargebacks on two different **** cards.
  -There were a total of 11 charge backs ($40, $60, $60, $16, $25, $60, $25, $40, $15, $15 and $40), Total $396
  -You had .15 cents in your online account when the first charge back of $40 was taken; it made the balance negative -$39.85 instead of -$40
  
  We are not able to enable your account while there are chargebacks listed with a negative balance. The Virginia Lottery has to protect itself from the risk of future fraud.Additionally, even if you paid us back for all of the chargebacks taken by your bank, there would still be a chance that your account would remain closed. This is stated in the terms and conditions.
  
  Also in the terms and conditions is this:
  
  Unauthorized use. We are not liable for any damages or losses resulting from a third partys unlawful or unauthorized use of Your Account.
  
  It is Your responsibility to keep Your username, password, and other Account information confidential. If Your username and password have been entered correctly, We are entitled to assume that You are the person using the Account. You are responsible for any charges, costs, expenses, damages, liabilities, and losses of any kind that You, We, or any third party may incur as a result of Your failure to keep the Account information confidential.
  
  Limitation of liability. We are not liable for any:
  
  computer error;
  omission, interruption,irregularity, deletion, defect, or delay in the Lottery *************** App, or Account;
  theft, destruction, unauthorized access, or alteration of any network, equipment, computer, data, information, or property;

  Customer response

  09/22/2022

  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,
  
  *******************************
  
  I have had my bankcard replaced 5x, or more in the last year . I have reported to the **** the BBB. I do not owe any more money to play within my own account. It should have been the bank's duty to refund tha money to me. I specifically pointed out on my dispute that there were some charges from Va Lottery with area code 804, that I know too well, and then there were some from ******* , **. that has never been on my statement before now in playing for two years. I only disputed the UNRECOGNIZED charges. There are still payments that were made to the VaLottery that were legit. Between the charges with *******, ** area code 737, and the legit charges my card was charged over $700. Green *** was made aware that I was not seeking money back from your legit business. I was seeking money in return for the fraudulant charges that was taken from my account. The charges are on my statement like this. May include bank error. 8/5Mi$40, 8/22$Mi$40, 8/23va$40, 8/23va$60, 8/23Mi$60, 8/23Mi$40, 8/24Mi$60, 8/25Mi$16, 8/25va$25, 8/25Mi$25, 8/26Mi$15, 8/27Mi$40, 8/30va$40, 8/3-va$80, 8/31va$40, 8/31Mi$60, 8/31Mi$25, 9/13Mi$40, and 0n 9/13/22Mi$12. I was not completely which ones to dispute because the Va charges seem to be blended with ones from ********, but I did not make over half of those charges so i was intending on getting my money back from the fraudulant charges only, not fom the actual VALOTTERY. I play on their site all the time.Bank was made aware of the differences in the the descriptions. I should also not lose anything more from this. I already paid pklus some more unknowingly. Please let me back in the game as I still have $50 in vouchers.
  
  
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  VAlottery.com frequently has promotions where if you deposit $10, you get x amount of free games. Within my VA Lottery account, I had a connected debit card and two connected bank accounts to facilitate these deposits. On two separate occasions, I attempted to deposit $10 to receive the free game reward. I proceeded to use my **************** checking account to deposit the money. VALottery.com gave me an error both times, saying that THEY could not connect to my bank. I thought nothing of it and used the linked debit card instead. I later realized that for both of these transactions, I was charged a $50 "return fee" when VA Lottery couldn't connect to my bank. One fee posted on 7/29/22, and the other posted on 8/26/22. Looking back on both bank statements, I obviously had more than $10 in my account when I attempted to make these deposits. I was literally charged $100 in total because they couldn't connect to my bank.I attempted at least 5 times to resolve this with VA Lottery customer service representatives. One telling me they'd escalate it to the finance department for investigation & to upload bank statements-- waited weeks and never got an update, others telling me to call Global payments-- who have no idea what I'm talking about, and other representatives have simply said "sorry, anything else?"

  Business response

  09/20/2022

  Hello,

  We have reviewed your account and determined the following:

  -Approved $10 deposits on 7/20/2022, 7/27/2022, 7/31/2022, 8/06/2022, 8/12/2022, 8/14/2022, 8/21/2022
  -Approved $20 deposit on 7/29/2022
  -Declined $10 deposits on 7/31/2022, 8/06/2022 (X2), 8/12/2022, and 8/21/2022 (X2)
  -You contacted us on 8/26/2022 to advise of two missing deposits of $50
  -You submitted bank statements on 8/26/2022
  -On 8/29/2022, our compliance manager reviewed the statements and advised that the $50 fees were non-sufficient funds (NSF) fees from the your bank; at that point, we referred you back to your bank and also to Global Payments, which is the clearing house that handles the *** transactions for the Lottery website.
  -On 9/15/2022, you chatted with us and disabled your online lottery account
  
  It is important to note that when a player makes a deposit on his/her online lottery account, it will automatically be credited and able to be used; however, it can take a few more days until it is posted/taken from the players bank account. In this situation, it was your bank that said you had non-sufficient funds, and they should be the ones who can provide more information about why that happened. 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On august 11 2022 i won **** and ****** playing on the online va lottery website. I put in a withdraw request on both of these amounts. The **** withdraw went to my bank account within 3 days. To this date I have not recieved my ****** dollars. I followed the withdraw process and submitted all required documents. I have contacted the va lottery several times and havent got a answer to my complaint. Also on Sept 1st I win ***** dollars and that got sent to my bank on the same day.

  Business response

  09/06/2022

  Hello! We checked our records and see that you requested a $122 withdrawal on 8/11/2022. On 8/18/2022, you submitted the required documents, and those were approved on 8/24/2022. That same day, your withdrawal request was sent for processing. It takes 7 business days for the payment method you selected, and you should already have your $122. As far as the other two amounts that you received the same day, that is because they were under $100. Any withdrawal request of $100 or more requires documents/approval before being sent for processing. I hope this information is helpful.

  Customer response

  09/09/2022

  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 ide details of why you are not satisfied with this resolution
  
  I have still not recieved my 122 dollars. 
  
  Virginia ******
  
  
  
  
  

  Business response

  09/13/2022

  The withdrawal for the $122 was declined by the bank for unknown reasons, and the money was put back into your online lottery account. You will need to submit a new withdrawal request to a different payment method.

  Customer response

  09/13/2022

  [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,
  
  Virginia ******
  
  
  
  

*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. ↩