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:04/12/2023

  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 have been using **** to get free credits to Play Chumba casino.Ive been writing letters all summer and have been buying 60 cents stamps to mail them.6 months later - still no credits.I emailed Chumba and they apologised and credited my account. I started writing to them again and was trying to play and redeem some prizes.Half way through, while I still had thousands of credits left - Chumba decides to permanently deactivate my account for a reason they couldnt tell.I see it as being taken advantage of. Ive been using **** that Chumba advertises only to get banned once I receive a sizeable drop for 7 months of not crediting my account.They better not offer **** / sweepstakes at all. Would be more honest from their side.Although, the only way Chumba casino is legal in ******* is because of the **** no purchase necessary .

  Business Response

  Date: 04/22/2023

  The customer has been provided with our decision regarding their account status, outlined within
  our previous correspondence. To ensure the ongoing security and protection of our platform, and as
  we are entitled to do under our terms that were agreed to by the customer, we are unable to
  provide additional information surrounding our decision.

• Initial Complaint

  Date:04/12/2023

  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.

  Im not concerned with the amount of money that I am spent with the business. I am concerned with the fact that I have tried time and time again to redeem points for cash and every time its been a run around and a huge wait I sent them all the information I asked for for one bank and it didnt meet the criteria so then I open up an account specifically to cash them out sent all my bank info over they approved it redeemed my money was quick in there next day great right ? No my bank denied it be user ********************* lack of reading my bank statement and matching my name on bank statement to the direct deposit the bank doesnt list my middle name so would not deposit it because Chumba had my middle name on it ok so the bank returned funds to Chumba they put it back in my chumba account. I ended emailing Chumba asking for my middle name to be taken off the account to match bank.. they said wouldnt be a problem get on there redeem it ended up redeeeming 186 to prizeout again no problem but l went to cash the other to my bank and Chumba sent me a thing saying they wanted a bank statement from me yet again and a copy of my direct deposit form with my acct#,rt# and my name well the bank I have doesnt have a spot where my name is on it does have the account # that matches my statement and my routing # but since my names not on it its not acceptable the problem could have been resolved simply by changing my name from *************** sell to kodi sell to match statement thats all that needed done now Im getting a huge run around about how thats not acceptable I have played on other sites and not had a single problem with any of this. Really like Chumba winnings are fair etc but this whole giant run around when it comes to the pay out when its time for me to get my money is a big pain in the a** I did receive the gift card that I redeemed but still no direct deposit to bank all I want is this to be figured out so I can keep enjoying Chumba casino doesnt seem possible tho

  Business Response

  Date: 04/20/2023

  We can confirm the customer's redemption request was successfully processed and received on 15 April 2023. Should the customer continue to experience issues, we encourage them to reach out to our **************** Team.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19926400
  
  I am rejecting this response because:
  
  Sincerely,
  
  Kodi Sell

• Initial Complaint

  Date:04/08/2023

  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 have been trying for 15 days to get my account verified so I can redeem my winnings. I've sent them all the information they ask for, have sent them numerous requests and numerous emails to no avail all I get are the same generic responses to all of my emails and my request.

  Business Response

  Date: 04/18/2023

  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.

• Initial Complaint

  Date:04/07/2023

  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 put money on my account with them number of times I've even redeemed winnings I have won. I tried redeeming money I won again. I am having issues with identity theft right the deactivated my account cuz the assumed I had more then one account with them witch is fale I've only ever use one account with them. The will not giving me my money that is in my accout. They didn't even investigate anything they never contacted me saying I had more then one account with them. They deactivated my account cuz I wanted my money that they have and still have. Can you please help me

  Business Response

  Date: 04/13/2023

  This complaint appears to be a duplicate of complaint No. ********, as such,  we consider this complaint closed. 

• Initial Complaint

  Date:04/07/2023

  Type:Sales and Advertising 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 a loyal customer to ******************** and had no issues verifying all of my banking info along with my address and identity. My account was verified and I was capable of recieving only one redemption in the amount of $100.00. My second attempt to redeem $1250.00 hasn't come through and they have deactivated my account and won't help me.

  Business Response

  Date: 04/11/2023

  We are unable to identify a Chumba Casino account relating to this complaint using the email address provided from this BBB complaint. We request the customer contact ** from the registered email addressed used to create the account.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19910249
  
  I am rejecting this response because: I immediately reached out when I noticed suspicious activity on my account. I was not helped and I infact had one of the employees imply that I was lying about not being able to get into my account. I've spent ****** at chumba and as soon as I sent for the redemption of $1250.00 everything goes crazy? I've been pushed aside my requests have been marked as solved and nothing has been solved. I have continuously been told not to keep sending multiple query's but I have to because I've been scammed or something by this casino.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/14/2023

  Hi. I filed a complaint in regards to chumba casino and now I'm recieving messages threatening me or accusing me of breaking some type of law or rules per the casino. They haven't responded further to my complaint.

  Business Response

  Date: 04/20/2023

  We have contacted the customer with the result of our investigation and requested confirmation from the customer regarding the ongoing status of their account.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19910249
  
  I am rejecting this response because:  After telling me all the right things that they were going to do a one time gesture and credit my account the $1250.00 they immediately reclosed my account. They have no intention of resolving the matter.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/24/2023

  I apologize for misunderstanding the email in which I needed to accept the offer, I thought it was supposed to happen within the 72 hrs so I waited before responding. Then assumed that it wasn't going to happen. Again my apologies and yes I'd like to accept the offer and appreciate them doing the investigation.

  I'd like to accept the offer they made after doing their investigation. The offer being a one time replacement of the **** $1250.00 funded to my account. 

  Business Response

  Date: 05/09/2023

  We can confirm a one time goodwill gesture of ** ***** was reinstated to the customer's account on 3 May 2023. 

• Initial Complaint

  Date:04/06/2023

  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.

  Charges from my bank that they refused to refund. I dont know what they are for because I didnt receive anything. They let someone open account with my information.

  Business Response

  Date: 04/11/2023

  We are unable to identify a Chumba Casino account relating to this complaint using the email address provided from this BBB complaint. We request the customer contact us from the registered email addressed used to create the account.

• Initial Complaint

  Date:04/06/2023

  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.

  Been trying reach someone to get an explanation about how their verification process . Someone stole my wallet ,phone and opened account . I just want my money back. No phone number to talk to anyone.

  Business Response

  Date: 04/11/2023

  This appears to be a duplicate of BBB Complaint No 19904793, we will provide the customer with the results of our investigation in our response.

• Initial Complaint

  Date:04/06/2023

  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.

  *** had an account with them for quite some time money started coming out of my account and the charges were from chumba casino and chumba gold coins. I tried to dispute the charges. Several of them but chumba then closed my account and my fiancs saying we both were in breach of terms and conditions. Which was false! I just want my money back they have taken over the last few months

  Business Response

  Date: 04/10/2023

  We are unable to identify a Chumba Casino account relating to this complaint using the email address provided. We have reached out to the customer regarding their registered email address.

• Initial Complaint

  Date:04/04/2023

  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.

  Ive been playing at Chumba casino for years. When I went to verify my account a while back the process was super easy no issues of course they had no problems taking my money for making deposits..well almost 2 weeks ago now, I won about *********, and my redeem button had a green check **** on it which means your account is able to redeem (according to their website) because my account has been verified. Well, of course I went to attempt a withdrawal and now all of a sudden I need to verify my account yet again. Okay, fine not a problem. I sent my ID I sent my bank statement.. I was told A WEEK later, after sending multiple emails and messages with no response, finally a week later I get one that says that my ID didnt show on their end, and to resubmit it through a link in my email. So, again.. I did. I submit my ID front back and a scan of my face, only to get another FAILED email saying to try again. So, I did, yet again and yet again, we are going on another whole week since *** done the 3rd attempt for them. This isnt fair. I feel like theyre blowing smoke up my **** and I dont understand what the problem is when Ive already verified my **** account! They had no issues taking my deposit money, so why is it an issue now that I want to redeem? I cant even login to my Chumba account its pending verification this entire time. Kindof a big win buzzkill when you hit so high on a casino game only to have to sit here and wait and go through this ridiculous super annoying process that youve already done previously without issues only to sit here left empty handed not knowing what the heck is going on for almost 2 whole weeks, what a joke! I just want my winnings and Id like these people to honor their part here . Idk how doing this is legal, and not to mention they have zero phone support its all through email which isnt surprising considering the amount of complaints I see now on them. Please help!!

  Business Response

  Date: 04/13/2023

  As stated in clause 9.1.of Chumba Casino's Terms and *************************** (T&Cs), Chumba is required to follow standard 'Know Your Customer' protocols as well as undertaking measures to ensure compliance of our internal and external obligations We can confirm we are currently undertaking this process and will update the customer shortly. 

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  They keep telling me they will get back to me shortly and yet we are going on 4 weeks now, for them to check my ID. My account was already previously verified, and I had a green check **** on my redeem button. I never had any problems making deposits.. but now that I want to cash out I cannot get anyone to tell me whats going on.  I never had this issue with Luckyland, a sister casino to their site.. It seems to me that because I actually won a decent amount, its now an issue and is taking way too long to get them to verify my already verified account. This makes no sense.  No one wants to win finally only to have to be stuck wondering for a month or more if theyll ever even see the winnings! It says on their website that account verification can take up to 48 hours and we are going on a month.  This is pretty ridiculous at this point you guys need to just get it done and let me cash out already I dont understand what the issue is here. Anytime I ask them via email because they have no phone number to call, I dont get any responses and if I do its well contact you shortly once the verification process is complete. Dont tell me it was already verified and then when I win make me do it again. And dont put on the website that it takes only up to 48 hours if that also is not the case. Ive submitted my documents 3-4 times now.  What else can I do on my end to get this done? 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/17/2023

  
  Hi there ,
  Ive recently left a complaint on Chumba casino not responding to me or giving me any assistance in regards to my withdrawal request. I noticed they left a phone number on the complaint for their business but I wanted to fill you in that when I attempted to call them, the number in fact does not work of course. So thats pretty unsettling. And I thought you should know theyve provided false contact information in regards to their business contacts. 
  
  Thank you
  
  
  ***********************

  Business Response

  Date: 04/24/2023

  Apologies for the delay, this has been brought up with our ***************** Team and further investigation being conducted. A member of our **************** Team will reach out within 48 hours.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19892951
  
  I am rejecting this response because:

  Just like in my many emails sent, tickets to customer support submitted, and other various ways to attempt to contact someone at Chumba to respond to me, I get an automated response saying they are currently reviewing my documents and will contact me shortly when they have an update.  Their website states it takes up to 48 hours to verify an account. It doesnt specify however, how long it takes to verify an ALREADY VERIFIED ACCOUNT. My account was previously verified, I had a green check **** on the redeem button in my account which also states on your website that your account isnt verified until the redeem button has a green check ****, which mine did have. It only took a couple days last time to do my verification, and now that I actually have won a decent amount on one of your games, it just seems all too convenient that now I need to reverify and thats not even the issue, the issue is the fact that I have won $10,512.77, and all of a sudden not only do I need to re verify, yall are taking OVER A MONTH to get back to me on my verification! My account was verified there is literally zero excuse for you to be taking this long to get back to me not even so much as an email not one response other than automated c*** and bologna excuses such as a high influx of support tickets. Dont you guys have specific departments for verifications, redemptions, etc? You guys were quick to accept my verification before when I was trying to make deposits and had no problems what so ever taking my money to deposit to play but when its your turn to payout on your end it seems like making this as difficult as possible is the way you guys do things over there. Luckyland slots which is your sister site, has never once given me any issues playing depositing, verifying, or cashing out I am a platinum player with them I have a prepaid Mastercard and use it frequently and if yall are somehow related how is it that they have my verification and everything done just fine without problems and you guys seem to have no intentions on ever letting me back into my account and/or ever seeing a cent of the money Ive won over a MONTH AGO. Ive sent everything you have asked me to send MULTIPLE TIMES. I was told to respond to their email promptly after submitting my documents yet again, so they could be sure to check on the status asap and after that day I havent gotten a single clue as to whats going on!! This is extremely unprofessional its discouraging, its upsetting and its basically robbery as far as I am concerned. Taking money from people only to make them winning become a false reality and extremely long drawn out and exhausting process is not good business. Im honestly surprised you people are still up and running like you are.  By the hundreds of complaints on you guys by customers all over the place with the same issues Im having, only goes to show the proof is in the pudding.  Oh and look just like your response has stated, someone would respond to me within ****************************************************************************************************************************************** post to your customers! Website says ***** hours its going on 2 months, your last response said shortly, it took another 20 days to respond to THAT one, now youre saying within 48 hours.. lets see how long it actually takes someone from your escalated management to respond this time.  I do not have high expectations that we will see any follow through as this has been nothing but a big fat run around w you guys since day one so I definitely wont be holding my breath!! I just want the winnings that is rightfully mine my account shouldnt take this long to verify when it was already done previously especially, and its only fair that you guys follow through on your end here otherwise i absolutely wouldnt be wrong in saying this is robbery because its exactly what this feels like!! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/02/2023

  We can confirm the customer's account was successfully verified and their pending prize redemption has been processed.

• Initial Complaint

  Date:04/03/2023

  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.

  Since the beginning of 2022 I have participated in Chumba Casinos Sweepstakes. I have ALWAYS sent in multiple envelopes in a priority box and never had a problem being compensated. I followed all of their guidelines as instructed. Everything was hand written properly, each postcard was 4x6 and unlined. Each postcard had its own unique postal code, which takes approximately 5 minutes to generate a new code. Each postcard had its own envelope. Each envelope had a stamp and was postmarked by the post office before being put inside a priority box and mailed off. In December 2022, they notified me saying they would not compensate almost **** sweepstakes envelopes (10,000SC) because they were put into a box. They are now claiming a box is considered an envelope now. This makes no sense to me because they are two completely different things and they have honored this in the past. If their sweeps rules would have reflected that what the email had said then I would not have put them in a box. I put them in a box to ensure they all safely get there. If they did not accept "parcels" because they are considered an envelope now, they should have rejected the boxes upon arrival and it would have been sent back to me. I could have just as easily removed them from the box and dropped them into the mail stream because ALL OF THE REQUIREMENTS WERE MET! They are just trying to find a work around to not pay. This is egregious, unethical and unfair. I spent over 150 HOURS just getting a unique postal code for each post card to meet the sweepstakes requirement. That does not include the time I spent writing almost ******************************* the money I spent on the stamps, envelopes and postcards! I have been disputing this with them since December 2022. They finally concluded last week that they would not compensate me. Ive included a copy of their sweepstakes rules and the communication we have had.

  Business Response

  Date: 04/06/2023

  We have reviewed the complaint and communicated the outcome to the customer.