Complaints

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Almost every time Ive tried to add money to my online account they freeze my account for 7 days. I purchase prepaid debit cards and if you type a wrong digit or if the funds havent become available yet this happens and they block my ability to do anything with my online account. The other issue how ridiculously hard it it to withdraw funds from my account. Ive tried twice unsuccessfully and ended up gambling away the money because its so difficult. It seems that its not easy to add funds and impossible to withdraw if by some miracle I do happen to win. Also how hard it is to win anything. Theyve outlawed outsiders from setting up other gambling platforms creating a monopoly that is unfair and should be Illegal. I dont understand how it is legal to operate in this manner. I actually won money at the slot machines they outlawed in Virginia and now my only option is to give them my money and thats all it seems to be is giving them money with possible way to win and if by some miracle I do win on the short term it doesnt matter because its so difficult to withdraw the money

  Business response

  12/03/2024

  Hello,
  
  We have tried to reach out to you directly and have been unable to get in touch with you using the contact information you provided. The account flag that occurred multiple times recently for your account typically means that advanced protections caused the system to flag it for review. We advised you to allow time for review and explained that you could use online cash vouchers in the meantime and in the future to prevent the flag you are getting. Your account is currently not flagged, and you made a successful deposit on November 19. Your recent withdrawal attempt was declined on 8/2 because you did not submit the requested documents. Please feel free to contact us if we can be of further assistance. You can reach us at **************.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to you to ask for assistance in resolving an issue on my account. I have attempted to resolve the issue with the customer service department multiple times. *9/25/24 - 45 min *9/27/24 - 41 min *10/2/25- 38 min *10/4/24- 50 min *10/5/24- 40 min 10/7/24- 44 min 10/10- 48 min I will say each time I called, the customer service representative has been professional and tried to help to the best of their ability. Since my issue cannot be addressed by anyone other than a supervisor or manager all I am left to do is wait. Each time I call in, there are questions that a reviewing supervisor has had but they do not contact me for clarification. They add a note to the account and the message sits there until I call in to check status. Since this is a somewhat confusing situation, I feel like if I could speak directly to a supervisor or manager we can resolve this issue. When I called this morning and offered to wait on the line for a supervisor I was told that is not permitted. Given that I have been calling customer service since 9/25/24, I decided to reach out to you for assistance. On 9/25/24 is when I noticed a discrepancy with my account balance. When I logged in, my balance was $201.66. There was a promo that day for 50% off Cash for Life. I took advantage of that promo and purchased $10 in tickets for $5. However, immediately after that transaction, my available balance reflected $186.66. I checked the transaction history and that amount reads $196.66. Since the amounts differed, I called in to the customer service department. Summary of 9/25/24 events: *Beginning balance on 9/25/24 was $201.66 *Took advantage of promo that day offering $10 of cash for life at 50% discount for $5 *Immediately notice available balance is off by $10 (Available balance reads $186.66 but transaction history shows $196.66)*Called customer service Any assistance you can provide in resolving the issue will be very much appreciated. Thank you.

  Customer response

  10/16/2024

  d

  Hello. Please close complaint 22410794. I have heard back from the Virginia Lottery and we have resolved the issue. If you need details please let me know. Thanks!

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The $5000 a month deposit limit is no correct as I have mine set to zero but, when I go to deposit money it tells me I have reached my limit and I have not spent $5k for the month. I make more money than the Governor of Virginia and I am being told how much I can play? Hilarious. Guess ********* money is not that important to Virginia.

  Business response

  10/18/2024

  Hello,

  We checked your account and see you have deposited $5,000 in the last 31 days. Your deposits from 9/16-10/12 are showing as equaling $5,000. Your next available deposit would have been after 10:10 p.m. yesterday evening. The $5,000 rolling deposit limit is part of our responsible gaming efforts. Deposits made within the last 31 consecutive days are counted toward your rolling 31-day monthly limit. For example, if you make deposits each day of $625.00 from March 1st through March 8th, you will have reached your $5,000 deposit limit for the 31-day time frame. On April 2nd, the March 1st deposit will fall off, leaving you with $625.00 available to deposit at that time. On April 3rd, the March 2nd deposit will fall off, adding an additional $625.00 available, and so on. We hope this information has been helpful in explaining how it works.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have played Virginia lottery in app for years now problems fifteen days ago i had a problem on one of my two cards that I use decline since then have not been able to deposit money tried since then to find why and how to fix it all the people tell me they know why and getting no were don't know what else to do sent in complaint to they website came back that I wanted to change my address and phone number crazy can not get anybody on phone will not call you back tried different offices no luck maybe like other people because I have two cards is the problem hope they get this and fix it don't know what else to do 2 weeks and counting

  Business response

  10/08/2024

  Hello, 
  We checked your account and see that you had a status on your account that required review. This is a common status to protect player account security, and you should still have been able to deposit using other methods besides cards while your account was in this review status. It was cleared as of 6:08 a.m. today. Hope this helps.

  Customer response

  10/08/2024

  I accept there offer but still not right that they do people this way should not had to get you involved fifteen days nothing 0ne day to you fixed 
  
  Regards,
  
  ******* *****
  
  
  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Virginia lottery did three accounts holds on me 09/26- 10/01 25.00 ***** 25.00 steming from an 09/24/2024 withdrawal request of ***** which was deposited into my bank 10/01/2024 also ***** was sent to VA lottery from my bank account for ACH account hold ,********************** officials can't explain the ***** sent to them from my account and will not return ******* *****

  Business response

  10/08/2024

  Hello, 

  We checked your account, and it appears the amounts you stated were removed from your account are from fees associated with your previous use of an ******** account. We referred you to Pavilion Payments' customer support at ************** for more information on the fees. Hope this helps.

  Customer response

  10/08/2024

  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

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  So this is the third time I have attempted a withdrawal from the Virginia lottery app. The first time it took a couple of months to get my money. The second time it took a couple of weeks and this time I chose the quickest way, which is send my withdrawal to my Venmo account, which is only supposed to take a couple of hours. The message I got from them says the estimated time is 2 to 3 days and yesterday was the third day so I called customer service the hold wait time was supposedly only 15 minutes, but I was on hold for over 45. It is never been quick or easy to get in touch with their customer service just to be told that they have to escalate the issue again and it could take another 2 to 3 business days to get my money I have sent them every documentation you can think of the first time, I just dont understand how they tell people that it could be 1 to 2 hours to receive your money with Venmo or debit card when Ive yet to see it take one to two days. It has taken me weeks to receive my money every single time and I do believe this is intentional I believe that they are holding out and waiting for you to just cancel and add money back on app so you can lose it quick to get your money from your bank but it take weeks for you to get your money back. This is scam it isnt right to get in touch with customer service you gotta sit on hold forever nothing is quick or easy other than depositing money on their app. my evidence shows the message they sent saying eta 2 to 3 business days and I put in my withdrawal request on the 15th and today is the 19th and what was told to me by customer service yesterday was they had to escalate my issue and that could take another 2 to 3 business days which is a total Week, which is absolutely unacceptable and false advertisement that they are telling people that they can get their money quickly and like its so easy when its the exact opposite

  Business response

  10/08/2024

  Hello, Ms. ****************************** reviewed your account and see that you used a new payment method for the withdrawal in question. New methods often take more time to prevent misdirection of funds. You made the request for a withdrawal to ***** on 9/15. You then called us on 9/18, at which point we escalated a case to expedite the withdrawal. The withdrawal was approved on 9/19. The fastest way to withdraw money is via a method youve previously used. If that is not an option, we ask that you bear with us as we work to process your request. Depending on the amount youre attempting to withdraw and whether its your first time withdrawing via the method you selected, there are extra processing steps involved that may cause a delay. We work diligently to process requests in the order received. It's important to note that everyones situation is different. Some folks dont require any additional documentation, and others do. As a result, we can provide only general timeframes. We try to be as transparent as possible about any processing delays on our end, but we have no control over delays caused by bank processing. Its also important to note that 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. That is why certain documentation is required. The 1-2 hours you see is the amount of time it takes after that payment method has been approved. Once we have reviewed your documents and completed the process on our end, then you would have the funds in your Venmo within 1 -2 hours. When you select that option from the drop-down menu, theres a disclaimer that says:
  
  All processing times are estimates from the payment processor and are contingent on no additional information needed; if information is required, you will receive an email with steps to complete.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have put in a request to receive my winnings. This is the second time that I have had to wait days for them . This is getting unacceptable. If you have customer service representatives on duty until midnight 6 days a week the you so called accounting department should have similar hours. This wait has made my account overdraft.

  Business response

  10/08/2024

  Hello, Mr. Ruff,
  
   
  
  We checked your account and see you had two declined withdrawals on 9/16 for $9 and $40. Since then, you have had several withdrawal requests approved (on 9/19, 9/20, & 9/21). There have been no requests more recently than those. Please note that players should ensure they have enough funds in their account prior to initiating a withdrawal. We encourage all our players to play responsibly and have resources available for problem gambling, which can be accessed here: https://www.valottery.com/playingmatters/playresponsibly.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/24-9/18/24 started playing online games around July so it happened once or twice and i noticed the errors more often and it actually takes the money with out a play the errors started more often than usual and the money is gone

  Business response

  09/19/2024

  Hello,

  Can you please be more specific about the errors you're referencing? Do you have screenshots? We're happy to help troubleshoot if you're experiencing frequent errors, but we'll need some more information. Please feel free to contact us directly at ************************************* Thanks.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New Issue: On September 11, 2024, I attempted several times to deposit $10 to play online to receive the Free Game Promotion for Dark Lamp, I forgot to unlock my debit card and immediately received an alert from the financial institution that the debit was rejected due to the card being frozen/locked. I eventually unfroze the card in question after I tried two other cards; that I also had locked. Once, I resolved the card issues, I contacted the VA lottery because I could not make any deposits and was told that my account was frozen and only Accounting could unlock it and I would receive an email. After, waiting a couple of days with no update from VA Lottery, I again contacted them and was told that my request was in the queue and to look for an email with the resolution. Although I appreciate all the assistance provided by the representatives who assisted me throughout the multiple issues; I'm seeking to obtain the estimated resolution date. I was also told, that there's an issue with the contractor that manages the electronic deposits and therefore, the system will not allow any type of deposit regardless of the method (ie, bank, scanned winning tickets, etc.). Reading most of the complaints at BBB, I don't expect to receive the bonus play for depositing the $10 for the Free Games in the Dark Lamp since my multiple attempts created a flag on my account in the system. I now have a better understanding of the process of playing online.

  Customer response

  10/07/2024

  It has been resolved satisfactorily.
  
  Thank you.
  
  ****** ******

  Business response

  10/08/2024

  Hello, Ms. *************************** checked your account and see you did attempt to deposit and got two declines and then a rejection. The rejection put your account into a status that requires review. This is a common status to protect player account security, and you should still have been able to deposit using other methods besides cards. This status was cleared, and you deposited successfully on 9/26. We hope this helps.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I tried to use another debit card in my name to deposit money into my account, and I am assuming that you all do not take that specific card. However, I tried several times and then stopped trying. I went on ahead and used the debit card I have been using for a while now and received an error message. The message indicated to contact customer service and I did. As I was speaking with the agent she had this grandiose ideation that she did not have to assist with getting the technical issue resolved with my account. As if she was above helping me and did not have to help. Her name was **** is what she said. I asked for a supervisor and someone named ***** came to the phone. She was unable to assist as well. I am reaching out to have someone who can help with this issue and to speak to someone about the treatment I received by the representative.

  Business response

  09/25/2024

  Hello, we reviewed your account and see that there was a 909 error. A 909 error is basically a flag that indicates credit or debit card usage that requires a review for security. Most often,this is due to a player using multiple cards. The agent with whom you spoke and ***** gave you the correct information. We reached out to compliance and were able to get the flag removed, so you are all set and should be able to deposit. Hope this helps. 

  Customer response

  10/01/2024

  [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,
  
  ******* ******
  
  
  
  

*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. ↩