Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my documentation for verification in mid may and heard nothing so I contacted them many days later and asked why, to which they didn't answer why they just said it is under review. That response came may 27th, 2023. Here we are nearly 2 more weeks have passed and I still have been told absolutely nothing. When I went to the online support site and signed in I can see my submitted tickets but it won't let me comment or anything so once again I submitted a ticket about the matter. So far I have not heard back. The ironic thing is that they have no issue accepting *********** without being verified even though they claim verification is to prevent money laundering and or fraud. One would think they wouldn't accept my money in case someone stole my info and is fraudulently depositing money into an account using my details if their interest truly was to prevent fraud. On top of that I was verified on their sister casino, luckyland with no problem. All that said, I am still only looking for a simple answer as to why am I still not verified and/or what do I need to do to assist them in verification. Love the casino, love the platform love the games I genuinely enjoy the time I spend playing on their site. Ticket number #******** and #********

  Business Response

  Date: 06/16/2023

  We are currently investigating the matters raised in the customer's complaint and will provide the customer with an update on the outcome of our investigation as soon as it is concluded.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20156785
  
  I am rejecting this response because:I have hears the same response for nearly 1 months. It doesn't take 2 months for anyone to look at 2 photos and determine if they are acceptable or not. Also I reject this bc they will not tell me exactly what they could possibly be investigating regarding my license and a bank statement. By no either accept it or request more proof or inform me what I can do to help speed up this 1 month ongoing process. Lastly I reject it bc I have been verified by luckyland slots which is a sister casino of Chumba. IMO there truly is nothing to investigate anymore. Either you accept it or don't. But please do not insult me by saying you are still looking at my documentation and actively working on it. They have to know by now whether or not the proof I sent in is acceptable or not. There is no investigation needed to look at the proof. If for some reason they are investigating my account itself, then tell me that please.  I mean as long as this is taking you could have looked at every account ever created  twice. Finally the response by chumba on my original post here is my proof of the subpar customer service department. They have given the same response, word for word, for the month and half now. They have never had enough courtesy to say "hey we apologiize this is taking longer than usual. Bc of(fill in the blank here). The fact that every response has said the same thing tells you they only give responses they read from a book. 

   

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2023

  Chumba Casino has legal obligations and is required to follow standard 'Know Your Client' protocols, as well as undertaking measures with respect to anti-money laundering and identity fraud. These measures include requiring valid forms of identity and proof of address from its customers prior to releasing any redeemed prizes. Currently, one of our team members is in contact with the customer to provide assistance with their account verification.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20156785
  
  I am rejecting this response because: yes I was finally contacted by someone from Chumba, however he obviously never even looked at any of my complaints or reviewed my account at all, because he told me how to "kickstart" the process by clicking the verification tabs on their site, then follow instructions by sending documents requested(ID and proof of address). Problem is that I have done that nearly 2 months ago, therefore the Chumba Casino website shows my verification status as pending(as it has for 2 months). Since it is "pending" I am unable to do anything at all to further verify or restart the process. All verification options are locked preventing me from doing anything other than wait... and wait... and wait. Had Chumba actually read my BBB complaint or any of the SEVERAL emails and support tickets they would clearly see that I am waiting verification to be approved. It is insulting that Chumba emailed me to say click verify, then send in the documents requested because it means they have not read a single email, support ticket or my post on the BBB. horrible way to treat a paying customer. So this response from ********************, is just like the customer support I have received throughout this past 2 months, both are complete trash and very bad business practice. Unless they resolve this immediately if not sooner they have openly shown that they do not care about their members. Their only interest is the customers money being deposited.  Do better Chumba smh
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/03/2023

  We are in contact with the customer to provide them with the subsequent steps required to complete their account verification process.

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, Chumba Casino deactivated my account on May 31st, 2023. I received an email that offered no explanation. I have been correctly adhering to their terms of service. I would like them to restore my account, so that I can continue playing their sweepstakes. They have yet to process many of my mail-in entries, which may be worth thousands of dollars.

  Business Response

  Date: 06/07/2023

  We will be maintaining the decision as provided to the customer on 31 May 2023. 

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They informed me my account was closed. Was to refund all my money. Numerous chats back and forth and then they blocked me from submitting anymore complaints. Then they had Luckyland shut my account down. Still havent received my money back and they blocked me from submitting anymore correspondence.Emails ******************************************** I just want my money they said was going to be refunded and be done with both sites!

  Business Response

  Date: 06/15/2023

  We are presently conducting an investigation into the concerns raised in the customer's complaint and will inform the customer of the results once the investigation is concluded.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20147390
  
  I am rejecting this response because:
  They have stalled and played email tag stating they were refunding my money now they say they're still working on it! How hard is it to push a button and return all my funds?
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/22/2023

  Currently, we are continuing our investigation into the concerns raised in the customer's complaint. Once our investigation reaches a conclusion, we will promptly communicate the outcome to the customer.
  

  Customer Answer

  Date: 06/25/2023

   
  Complaint: 20147390
  
  I am rejecting this response because:
  They said ***** hours they would respond it doesn't take that long to return funds. Illegal unauthorized transactions. I have email stating ALL funds were gonna be returned so why havent they been returned??
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/03/2023

  After investigating the matter raised in the customer's complaint, we have taken the necessary steps to address their concerns. We have already contacted the customer regarding our decision regarding their account status, as communicated on June 5th. It is important to note that our decision remains unchanged.

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20147390
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won a larger sum of money. Upon attempts to make verification originally a expired DL was put in. I reached out to the support team, to re-open verification. They reopened my verification, but when i pressed it, it automatically went back into the awaiting verification status. It has now been 8 days since my original ticket was open, and i have not received a response on them fixing it. It is very frustrating that no one has responded to my ticket. Please contact me to get this resolved.

  Business Response

  Date: 06/08/2023

  Unfortunately, we were unable to locate a Chumba Casino account linked to the provided email, and thus we are unable to assist the customer with their complaint. To obtain support regarding Chumba Casino games, we kindly advise our customers to contact our Customer Support team using their registered email address.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 29th was the first transaction. I redeemed $4419, after several attempt of contacting chumba to update my information due to someone by the name of destined ********* getting into my account. I called **************************** to cancel my chumba card so it could no longer be used, which the guaranteed me was done. Every day after until now, it was used to purchase on my chumba account by ********, stealing all the money from me. She even contacted them asking to transfer money from my account to hers. This isn't fair nor right, that $4419 was mine and needed.

  Business Response

  Date: 06/15/2023

  We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding our decision relating to the status of their account.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20143444
  
  I am rejecting this response because: I was not the one on the account making purchases after I redeemed and multiple times tried changing information with chumba. You say IP addresses, etc. are also monitored, this being said it should show they were not from me. They were from ********************************* and I will file charges with local authorities if need be. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/15/2023

  As you have not provided any additional information relevant to our investigation, the decision set out in our communication of 15th June 2023 stands

• Initial Complaint

  Date:06/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I won 660 sweep coins Ive been trying to claim the prize redemption twice. I have verified my account twice and they seem to run into a problem making the payment. When everything was approved. And verified only when its time to pay im the run into an issues making the payment then they just go in circles

  Business Response

  Date: 06/05/2023

  We are unable to identify a Chumba Casino account relating to this complaint using the email address provided.

• Initial Complaint

  Date:06/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my winnings up to $150 and all the sudden my account was unverified and they refuse to pay me my $150 that they owed me that I one in their game

  Business Response

  Date: 06/08/2023

  We are unable to locate a Chumba Casino account using the email provided, which means we cannot assist the customer with their complaint. If any assistance regarding Chumba games is required, we advise that our customers reach out to our Customer Support team using their registered email address.

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes I won on this app and I have been playing on the same account since always they are saying I have another r account and are refusing to pay out what is rite fully mine I have no other accounts if there is then someone else has made not me

  Customer Answer

  Date: 06/02/2023

  Please see the attached

  They even verified all of my things then say there not going to pay me! 

  Business Response

  Date: 06/07/2023

  We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.
  

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20133741
  
  I am rejecting this response because: they had enough time to look over everything when they said they wasn't gonna pay me makes absolutely no sense I have bought things on my account but now I win they won't pay me but they allowed me to spend my money. I only have one account in which I can't even get into do to them not wanting to pay out it's ridiculous. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/16/2023

  We are still in the process of investigating the issues raised in the customer's complaint and will provide the customer with an update shortly. 

  Customer Answer

  Date: 06/16/2023

  This what they sent me now saying having trouble paying me they put it back 8n my account but failed to let me know my account is still locked unable to log into  sincerely *****************************

  Please see the attached

  Business Response

  Date: 06/20/2023

  We have the contacted the customer providing our decision regarding the matters raised in their complaint.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20133741 
  No they are saying I have several accounts which is not true and it's unbelievable that they have treated me this way and done nothing! 
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I have an account with ******************** and play responsibly and follow all their rules and regulations. June 1, 2023 they deactivated my account with no explanation. I have $6100 in the account and now no longer have access to my money.

  Business Response

  Date: 06/06/2023

  We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding our decision relating to the status of their account.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20130799
  
  I am rejecting this response because:

  Chumba is discriminating against sweepstakes participants (AMOE)
  

  Chumba allows AMOE. As an AMOE entrant, I must be treated with equal dignity as other participant ants. Deactivating AMOE accounts without cause not only presents illegal concerns, but potential claims that the business has engaged in unfair and deceptive trade practices.

  Sincerely,
  
  *********************

  Business Response

  Date: 06/12/2023

  As you have not provided any additional information relevant to our investigation, the decision set out in our communication of 6th June 2023 stands.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20130799
  
  I am rejecting this response because:

  I'm happy to provide you with any relevant information you need from me.

  Would you kindly tell me what relevant information you would like me to provide? It would be my pleasure to do so.
  I would like my account reactivated.

  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2023

  We have investigated the issue raised and will maintain the decision as was communicated to the customer on the 6th June 2023

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26th at 4:30 p.m. I won 15 free spins but I never received them. I contacted customer service by chat and was told that it was going to be taking care of right away. I've been emailing and sending chat messages every single day and have not received any response.

  Business Response

  Date: 06/07/2023

  The customer has been contacted with the findings of our investigation into the matters raised in their complaint.