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          Business Profile

          State Lottery

          Virginia Lottery

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in State Lottery.

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            08/31/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Virginia Lottery had no issues using my PayPal account to fund a Virginia Lottery account. In talking ****** (case ID# *************, they will now not allow me to withdraw funds UNLESS I provide them with a Photo ID. I have no desire to provide this information to VA Lottery - and BBB - this should not be a requirement - especially for a small dollar amount. Why is that not clearly disclosed on the deposit form? So VA Lottery had no issue taking funds using my PayPal account - but returning those same funds by PayPal now requires giving them my PII sensitive Photo ID. This is an inappropriate practice and it should be stopped.

            Business response

            09/07/2022

            Hello! In our terms and conditions, it says: Before payment of any prize, we may require you to provide additional information, provide copies of requested documents, or appear in person at a designated Lottery office location; and/or change available methods for claiming a prize at any time and without notice.

            We may withhold payment of a prize pending completion of an investigation should any unlawful conduct or violation of these Terms be suspected and pending completion of any additional validation and verification processes we may deem necessary. You agree to cooperate with us in any investigation. We do not guarantee payment of a prize within any specific period of time and are not liable for any damages or losses resulting from any delay in payment of a prize.

            You agreed to these terms and conditions when you created an account. For withdrawals, we have to verify the identity of the person receiving the funds, and that requires us to obtain the required documentation (typically copies of the players drivers license and proof of financial account ownership). That requirement helps guard against identity theft and misdirection of funds. After we have the necessary documents in hand, we process the withdrawal request within two business days. From there, the withdrawal goes through the Automated Clearing House (***), which is the electronic network for financial transactions in *****************.Transactions handled by the *** take an estimated three to five business days.

            We often get asked why its so easy to deposit money but more difficult to withdraw it. The reason for that is because federal law sets different standards for depositing and withdrawing money online. We follow these standards to protect players from identity theft and misdirection of funds. I hope this information is helpful and helps address your concerns.

          • Initial Complaint

            08/15/2022

            Complaint Type:
            Product Issues
            Status:
            Answered
            Went online to Virginia Lottery website played Cash expander which is an online game won ***** on 8-6 and won ****** playing same game on 8-7 requested the winnings to be deposited on my debit card ending in 85. On the their website it says to contact them within 48 hours if nothing processed l have been calling since last week with no response.

            Business response

            08/16/2022

            Hello! We are so sorry to hear about your frustrating experience. We reviewed your account and confirmed that your $50 withdrawal should be on your **** card within ***** business hours. We require a copy of your ID on file to process the $120 withdrawal and have sent you an email requesting that document. Please note that our accounting department is currently behind due to the recent Mega Millions jackpot, which resulted in a higher-than-normal volume of uploaded documents and withdrawal requests. We are working diligently to catch up and appreciate your patience. Thanks so much for reaching out.

            Customer response

            08/16/2022

            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 sent my ID for the ****** no response has been received


            Business response

            09/01/2022

            The IDs you submitted on 8/16/22 and 8/19/22 were not accepted because our compliance department couldnt see the entire ID with all four corners showing. For that reason, your request to withdraw the $120 was declined and put back in your online account on 8/24/22. That same day, you requested a new withdrawal of $100 to a different payment method. That request was sent for processing, and you should receive it either Friday, 9/2/22, or Tuesday, 9/6/22.

          • Initial Complaint

            05/18/2022

            Complaint Type:
            Product Issues
            Status:
            Answered
            I’ve won $*** in lottery winnings on 5/13/22 pick 4. I’ve been trying to withdraw these funds since 5/13/22 & it keeps rejecting it. I’ve talked to 6 different reps, sent chats, emails & still haven’t received my funds. I’ve won $*** on 4/22/22 went through fine to my same account. I call va lottery & they say I can’t talk to accounting. Today. May 18 I spoke to 2 reps & one supervisor named Kerry was rude & no help. She gave me a website & phone number that DONT work. I want my funds or I’ll stop using online at Va lottery. Send me my $***. She telling me I have to resend card verification.

            Business response

            06/15/2022

            Hello, Ms. Phillips,

            Thank you for contacting the Virginia Lottery regarding recent activity on your online lottery account. Your email was forwarded to me for response.

            I worked with our Finance Department and understand that you successfully logged in today (6/15) and that your funds have now been withdrawn from your account. We work with a 3rd party processor, Global Payments, to cover deposited funds up front in order to provide a seamless customer experience. However, when it is time for the player to make a withdrawal, there are security measures in place to ensure that the funds are, indeed, going into the correct account. Sometimes additional documentation is required, and that procedure is in place for the player's protection.

            Thank you again for reaching out to us, and I'm glad there has been a resolution.

            Sincerely,

            Jennifer ******* Virginia Lottery

            Director of Public Affairs & Community Relations

             

             

             

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          BBB Rating & Accreditation

          NR

          This business is not BBB Accredited

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          Reasons for BBB Rating

          Contact Information

          600 Main St.

          Richmond, VA 23219

          Visit Website
          (804) 692-7000

          Customer Complaints Summary

          144 total complaints in the last 3 years.

          43 complaints closed in the last 12 months.

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