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:05/04/2023

  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.

  This is the second time CHUMBA casino is refusing to pay me my winnings.i got proof.i need help redeeming my winnings

  Business Response

  Date: 05/11/2023

  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: 05/13/2023

   
  Complaint: 20019078
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/16/2023

  If I didn't have any proof of my winnings I wouldn't even be bothering or making a complaint on CHUMBA this is the second time this has happened to **** guess I'm not the only one.Why do yal refuse to pay people what rightfully there's we win and YAL want to come up with some bullcrap.Oh were declining your payment amount cuz from investegating your game history we don't see that amount won in your gameplay history.What do yal think I made this stuff up or what.its bs

  Business Response

  Date: 05/16/2023

  We have thoroughly investigated the customer&#**;s gameplay history and provided the customer with our decision based on this investigation. We note that the customer can access their gameplay history through their H313138353337**323732H account or request a specific time period from our **************** team.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20019078
  
  I am rejecting this response because I think I'm gonna have to get legal help.The first time CHUMBA refused to pay me winnings I didn't know how to go about getting legal help.Igot my proof which is my screenshot of my winnings and YAL sent me a pic of what yal say I was playing with which is my gold coins.The amount of gold coins YAL have on YALS pic is different from my winnings of my sweep coins and the time stamp YAL got on y'all's pic is different from my time on my screenshot 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/22/2023

  We have reviewed the information provided by the customer and maintained our decision as stated on 5/16/2023. At the time of the customer's gameplay session, their gameplay history shows that the customer was playing in Gold Coin mode. When the customer switched over from Sweeps Coin to Gold Coin mode there was a slight delay in the coin bar at the top of the screen showing the incorrect gameplay mode for a short period of time. The customer has been made aware of these findings and can confirm this through their gameplay history. 

• Initial Complaint

  Date:05/03/2023

  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.

  It was a unfair deacvation deactivated my account abd I never had duplicate like they say this is a unfair system because I didn't do anything wrong if nothing dint telling my friends not to join they should at least give me a chance

  Business Response

  Date: 05/10/2023

  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.

• Initial Complaint

  Date:05/03/2023

  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.

  I tried to verify my account several times with a $2,500 Cash out ticket and they would not verify me just to get me to put the money back anyways that's not right they would not verify me when I had to valid ID valid proof of address and everything this is ridiculous they know what they're doing they are scam artists. Because I cannot verify my account they cannot verify my payments correctly so they should send me all of my money back which is a lot of money

  Business Response

  Date: 05/14/2023

  Chumba Casino has legal obligations and is required to follow standard 'Know Your Client' protocols. These measures include requiring valid forms of identity and proof of address from its customers prior to releasing any redeemed prizes. In undertaking the verification process the customer was not able to provide acceptable documentation for the verification process.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20013397
  
  I am rejecting this response because: if they did not verify my identity they couldn't verify my bank so legally they need to give me my money.   . Or everything I have put into this scan of a site.   I'm about to post on every **** complaint site I can.  You watch 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2023

  Chumba Casino has legal obligations and is required to follow standard 'Know Your Client' protocols, these measures include completion of the on-line verification process prior to releasing any redeemed prizes.

  Customer Answer

  Date: 05/23/2023

  only response they will give me.  They are crooks 
  Complaint: 20013397
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/24/2023

  In line with Chumba Casinos legal obligations, the online verification process must be completed prior to the redemption of funds. Details were provided to the customer on the 13th January through *********************** on line customer Service team in order to assist with this process. We would encourage the customer to re-engage with our customer service team to complete this process and allow the redemption of funds.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20013397
  
  I am rejecting this response because:
  If I could not redeem the funds you shouldn't have taken them.    Yall are crooks 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/03/2023

  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 spend thousand to two thousand a month and have been for very long time hoping that is eventually get something back .chumba is rigged it takes my money no sooner I bet it and the bonuses pay four cents to 14 cents in the round on a fifty cent bet .it's nothing to watch the reels begin to stop on a big pay then speed up to get zilch are it gets spinning and it stops in a win just to kick off and make u log back in .it will take u down to your last spun before our money and give bonus just to be sure your money is getting spent its .I've got way to much spent that I think I'm sure to win something thousands dollars on all games and never come close to getting anything back .it's sad they take and take and never pay but they show people smiling like they have.uts bull I have friends that okay in same home as me and same thing donate to get nothing..they need to be investigated cause they are robbing ** .it's ovious how the games pass up and stop before it lands on a good win .

  Business Response

  Date: 05/07/2023

  We have reviewed the complaint and communicated the outcome to the customer. Please note, ********************** games utilise a Random Number Generator which ensures gameplay remains unpredictable, random and fair. This cannot be manipulated to alter the results of our games.

• Initial Complaint

  Date:05/02/2023

  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.

  I've won over $10,000 less than a year ago and $2,000 less than a week ago and they will not send me funds to my cash app. My cash app account is good enough for them to take money from it and it's the only way I have paid for my funds through Chumba Casino. They make it more than difficult to redeem funds in the hope that you'll spend your winnings before you can receive them.

  Business Response

  Date: 05/10/2023

  We have investigated the issue raised in the customers complaint and have provided the customer with the outcome of our investigation and the ongoing status of their account.

• Initial Complaint

  Date:04/30/2023

  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.

  was aloud to ****** online they suspended my account i verifiedmy self multiple times wont give me my money that ****

  Business Response

  Date: 05/08/2023

  The customer has been contacted regarding ********************'s verification process and the necessary documents that are required to complete this process.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19999473
  
  I am rejecting this response because:

  Verification should be done prior to being able to upload money, not to mention ******, I've sent them what they have asked for multiple times and they find a way to deny me every time, I've produced more than enough evidence to verify myself and dealing with them has been a nightmare I finally quit replying to them it's ridiculous 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/10/2023

  Chumba Casino has legal obligations and is required to follow standard 'Know Your Client' protocols. These measures include requiring valid forms of identity and proof of address from its customers prior to releasing any redeemed prizes. In undertaking the verification process the customer was not able to provide acceptable documentation for the verification process.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19999473
  
  I am rejecting this response because: I provided multiple things proving my identity including my VALID ID, CHECK STUBS WITH ADDRESS, MY BUSINESS INFORMATION FROM THE ****** ALL OF WHICH HAD ADDRESS AND STAMPS FROM STATE WITH MY NAME, i will not accept any excuses or bs until you give me what you owe me and stop with the nonsense
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/10/2023

  As you have not provided any additional information relevant to our investigation, the decision set out in our communication of 3rd May 2023 stands

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19999473
  
  I am rejecting this response because: because I'm not going to continue the run around I proved who I was time and time again. And maybe you need to read my reply once again.....  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/28/2023

  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.

  On April 16,2023 at 8:45 pm I won a grand jackpot for ********* I redeemed my jackpot and been waiting to get paid but on Tuesday I tried signing into my account to check the status of my redemption and comes to find out that Chumba deactivated my account for no reason at all so I emailed and emailed and was told that my account was permanently deactivated but never a reason why so I emailed back telling Chumba that Im contacting a lawyer because my account was deactivated for no reason and I had money pending for ********* that I had won after that email Chumba emailed me back saying let them look over my case and they will get back in touch with in the next 48 to 72 hours I spend a lot of money with this Chumba Casino and when I hit big they closed my account because they doesnt want to pay me my money I have had payments coming in from Chumba Casnio ranging from 100 to 900 dollars if anything was wrong with my account they wouldve deactivated my account from that lil money but I hit the Grand and they deactivated my account for no reason at all because they didnt want to pay me all I want is my money I won fair and square o need help getting my money please

  Business Response

  Date: 05/07/2023

  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: 05/08/2023

   
  Complaint: 19995930
  
  I am rejecting this response because:How can Chumba tell me they had issues with my redemption and never tell me whats the issues they had with my redemption and how can Chumba send my money back to my Chumba account when ******************** deactivated my account permanently for no reason at all it really doesnt make any sense to me at all Chumba deactivated my account but placed my money back into an account I cant access really not make sense at all.All I want is my money I won from Chumba Casino
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/08/2023

  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 and request for redemption on 9 May 2023.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19995930
  
  I am rejecting this response because:
  Chumba is lying I only have one account with them they making up all these excuses to keep from paying me my money.First Chumba said they placed my money back into my account that they deactivated for no reason because they had issues paying my redemption now they saying I got another account with them which is not true at all when I first tried to setup a account with ******************** I misspelled my email and I immediately contacted Chumba support team and we got it taken care of this was a year ago since then Ive been getting paid from Chumba when I win and redeem my redemption until now I hit the Grand prize now they making up all kind of lies to keep from paying me my money I got documents and emails from a year ago 
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/09/2023

  We have decided to maintain our decision relating to the status of the customer's account and request for redemption as stated on 9 May 2023. To ensure the ongoing security of our platforms, we are unable to provide any further information surrounding our decision. We consider this matter closed.
  

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19995930
  Chumba is doing everything in they power to keep from paying my money I won Chumba done made up all kinds of lies regarding my account if I had another account the claiming I made then I would never gotten paid the redemption in February or March.My last payment I received from Chumba was March 28,2023 for ****** so why my account wasnt closed out of deactivated then because its a lie Chumba done made up to keep from paying my big redemption of ********* but I will contact the lawyer and get my money Im not about to keep playing these games with Chumba casino and I will do all I can to get the Casino site closed down permanently Im not the only person Chumba done deactivated the account and lied about have another account on the platform when I dont nor the only one Chumba done cheated out of there winnings I refuse to let Chumba scam me out my winnings I sent proof of my winnings so why my account was still open and my redemptions paid into my bank account and not deactivated or not paid if I supposed to have another account on ******************** platform make it make sense because its all lies Chumba has made up to keep from paying me my money I won fair and square 
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/10/2023

  We will be maintaining our decision as stated on 9 May 2023. To ensure the ongoing security of our platforms, we are unable to provide any further information surrounding our decision. We consider this matter closed.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19995930
  
  I am rejecting this response because:
  Chumba lying back and forwards to keep from paying me my money I only have one account with ******************** and they saying I got two accounts on they platform when got one account Ive sent ******************** all the documents and emails from me and Chumba down to the payments Ive received from Chumba which was my last payment on March 28,2023 for ****** but soon as I hit *** they lies about another account to keep from paying me in that case Ive wouldve never gotten paid the ****** if I had two accounts make it make sense I want my money and Im going to do all I can to get my money and more from Chumba even trying to get the Casino website shut down for stealing innocent people money they win
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/18/2023

  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.

  Yea lease see overview memo.

  Business Response

  Date: 04/18/2023

  This appears to be a duplicate of BBB Complaint no.19855805.  As not further information relevant to the complaint has been provided we consider this complaint closed.

• Initial Complaint

  Date:04/13/2023

  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.

  Several unauthorized charges in the month of march , have contacted them several times and sent them all the information they asked for including bank statements, they responded in the beginning and then said they would respond in 72 hours and that was 2weeks ago. I just want to come to an agreement and get the issue resolved, before seeking an attorney. I was hoping to resolve **************** had to happen. They should stand behind these issues. Any help settling this matter is greatly appreciated.

  Business Response

  Date: 04/20/2023

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

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19931401
  
  I am rejecting this response because: They can't hold me accountable for something a minor did without permission. I just wanted to resolve this and come to some sort of agreement. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/26/2023

  As no further information relevant to the complaint has been provided, our decision as communicated on the 19th April 2023 stands

• Initial Complaint

  Date:04/13/2023

  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 have been playing chumba casino for awhile now and I haven't had a problem. I am verified I'm verified to redeem my account is 100% verified. I recently won some money and I redeemed $1150.00 to my linked bank account and everything was fine they sent the money to my account but my bank returned the deposit to chumba. I contacted chumba and asked them if I could update my banking info and they said yes and I asked them about my returned deposit and they said when it co.es back they will *********** it to my account well all of a sudden I go to log into my account and it is deactivated for some reason out of the blue and I do have a way to get to my money and it is so hard to get ahold of there costumer support it's almost impossible.

  Business Response

  Date: 04/20/2023

  We have communicated to the customer the outcome of our investigation and decision regarding the ongoing status of their account. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19930512
  
  I am rejecting this response because: they are claiming I have a duplicate account and I do not have a duplicate account they just don't want to redeem my cashout after they already tried once now that I have updated my bank information all of a sudden there is a problem and they want to deactivate my account....
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/26/2023

  No further information relevant to the complaint has been provided. As such, our decision communicated on the 20th April 2023 stands.