Phishing Scams

Article Title

Phishing Scams

Category
General / Security Query

General Information

Phishing scams are fraudulent attempts to steal sensitive information such as:

• Usernames
• Passwords
• Credit card details
• Social Security numbers

These scams often appear to come from trusted organizations, including lottery providers.

Purpose / Objective

To guide agents in:

• Identifying phishing scams
• Educating players on how to recognize them
• Providing proper reporting instructions

Scenario / Use Case

A player contacts support after:

• Receiving a suspicious email or text
• Getting a phone call claiming they won
• Being asked for personal or payment information

Key Information About Lottery Communications

• ✅ Winners are typically notified via:

  • Email
  • Account notifications (pop-ups)

• ? Phone contact:

  • Usually only for large prize winners

• ? Rewards/Second Chance winners:

  • Contacted using account contact details

What is Phishing?

Phishing is when scammers:

• Impersonate legitimate companies
• Send fake emails, texts, or calls
• Attempt to trick users into:
  • Clicking malicious links
  • Sharing sensitive information

How to Identify Phishing Scams

? Common Red Flags

• Generic greetings (e.g., “Dear Customer”)
• Urgent or threatening language
• Requests for personal or financial details
• Links asking you to “verify” account information
• Unexpected attachments or invoices
• Offers that seem too good to be true

? Common Scam Messages

Scammers may claim:

• Suspicious activity on your account
• Problems with your payment method
• You need to confirm personal details
• You’ve won a prize unexpectedly
• You’re eligible for a refund or reward

⚠️ Important Reminder

• Legitimate companies:
  • WILL NOT ask for sensitive information via link or email
  • WILL NOT request payment details through unsolicited messages

Handling Player Reports (Chat / Phone)

MSL (Michigan)

• Report to:
  • ? Miag@michigan.gov
  • ? Copy: onlinehelp@michiganlottery.com

VAL (Virginia)

• Report to:
  • ? cybercrime@oag.state.va.us
  • ? Copy: VALSecurity@valottery.com

NCEL (North Carolina)

• Report to:
  • ? player.info@lotterync.net
  • ? Copy: customersupport@nclottery.com

WVL (West Virginia)

• Contact:
  • ? 1-800-982-2274
  • ? mail@wvlottery.com

AGLC (Alberta)

• Report to:
  • ? investigators.mailbox@aglc.ca
  • ? Copy: support@playalberta.ca

Handling Phone Scams

• Advise player to:
  • Report call to appropriate authority (same contacts above)
  • Provide detailed description of the call

Email-Based Scam Reports

• Follow brand-specific phishing email protocols
• Escalate/report per internal phishing procedures

Key Rules for Agents

• ✅ Confirm whether the message is legitimate
• ✅ Reassure the player
• ✅ Direct them to proper reporting channels
• ❌ Do NOT ask for sensitive information
• ❌ Do NOT validate suspicious links

Additional Information / Tips

• Encourage players to:

  • Never click suspicious links
  • Never share personal information
  • Verify communications through official channels

• Remind players:

  • If an offer seems too good to be true → it likely is

Variations / Related Questions

• “Is this email real?”
• “Did I really win?”
• “Is this message from the lottery?”
• “Someone called me about a prize—was it legit?”

Common Issues / Troubleshooting

• Issue: Player clicked suspicious link

  • Advise monitoring accounts and contacting bank

• Issue: Player provided information

  • Recommend immediate bank/security action

• Issue: Player unsure if scam

  • Review message contents and confirm legitimacy

Case Logging Requirements

• Owner: Customer Support / Support
• Category: General
• Subcategory: Security Query
• Subject: Phishing Scam
• Resolved: Yes

Suggested Case Logging Notes

• Player reported suspicious email → confirmed phishing and advised reporting steps
• Player received scam phone call → provided official reporting contacts
• Player unsure if legitimate → reviewed and advised accordingly
•