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Business Profile

Online Gaming

Chumba Casino

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 325 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 gave them 6 different verification documents Drivers license. Selfie with it. Utility bills bank statements and they are telling me its a security check and that all my perfect documents arent good. Ive uploaded them many times and even in file form so I know they are perfect. They let me deposit and took my money and then when I got it up to about $300 they suspended my account and pulled this c*** They email me repeating the same thing that its not clear or its invalid when they are perfectly good documents and exactly what they requested. I want my money back and my winnings. This casino is a massive scam

    Business Response

    Date: 10/16/2023

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

  • Initial Complaint

    Date:10/06/2023

    Type:Product Issues
    Status:
    Answered
    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 **** jackpot and chumba wont pay me. I have sent numerous emails to them and they just reply with the same email back every time I have done everything they have asked of me I have submitted 2 forms of identification and my birth certificate. Its going on 3 Weeks now since I won . Plz can you help me there is no live Person to talk to at all on their site. I am going to submit a Copy of the email they send me every time.

    Business Response

    Date: 10/12/2023

    We are unable to locate an account registered under the details provided by the customer and have contacted them for additional information.

  • Initial Complaint

    Date:10/03/2023

    Type:Order Issues
    Status:
    Answered
    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 started playing on Chumba September 2023. I had won over 350SC which are meant to be converted to a cash prize. I logged in on Monday October 2nd and my account was locked out. The site is saying I spent all the money and locked myself out for a gambling break as well as new charges to my account. How convenient. I had a $50k withdrawal pending for over 3 weeks which still hadn't been paid and this insane scenario happened all while I was on vacation with my family. No solution has been given and it seems more than fishy that an off shore work around gambling site has beat me for $350k. If this isnt solved I will be taking legal action.

    Business Response

    Date: 10/12/2023

    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: 10/16/2023

     
    Complaint: 20689369

    I am rejecting this response because:

    Ive been in communication for weeks about this and even longer before trying to cash out. This isnt $20 its $350k dollar in prize redemptions as well as fraudulent charges as well. Why am I getting scammed here? Are you trying to ruin my life? Is this the way you do business with everyone? Between my redemption delays , delays in getting a response while either getting scammed by a hacker or by Chumba this has been really sad especially after I agreed to do promo for my wins. This is the thanks Ive gotten.
    Sincerely,

    ***************************

    Business Response

    Date: 10/23/2023

    The customer has already been provided our decision on 17th October 2023 in answer to their BBB Complaint

    Customer Answer

    Date: 10/23/2023

     
    Complaint: 20689369

    I am rejecting this response because:

    This company is absolute trash. Do not do business with them. There response is absolutely not acceptable. If you wanna get scammed keep playing on this site .


    Sincerely,

    ***************************

  • Initial Complaint

    Date:10/03/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 recently spoke to a rep name ********************* and he informed me that my mail in sweeps would be credited. I have sent **** since June that are still pending. I received rejection emails a few times and emailed them as well as messaged them as well as ******** messaged them as to why they were rejecting after mailing them in for well over 3 years now. I have gotten ZERO RESPONSE. Every week when i get credit its for less and less. Today i ********** for TWO mail in sweeps. TWO after waiting on ****. My next step will be filing a letter to the attorney general as their method of communication as NOT BEEN ANSWERED AND NO RESOLUTION HAS BEEN RESOLVED. Some states have now begin to crack down on social casinos, and I hope either become more compliant with user regulation to prevent more states for following along.

    Business Response

    Date: 10/12/2023

    We have investigated the issues raised in the customer's complaint and have provided them with the outcome of our investigation.

    Customer Answer

    Date: 10/12/2023

     
    Complaint: 20689096

    I am rejecting this response because:

    I have confirmation that my envelopes are missing. Please contact sales force your company that uses them because this is not accurate at all. 

    Sincerely,

    *************************

    Business Response

    Date: 10/18/2023

    We have communicated the outcome of our investigation to the customer on the 12th October 2023 . As no further information relevant to our investigation has been provided, our decision in the matter is final.

    Customer Answer

    Date: 10/21/2023

     
    Complaint: 20689096

    I am rejecting this response because: I have documentation of the mail in sweeps that were mailed in during the time frame that I was discussion and have not been credited for them. 

    Sincerely,

    *************************

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 need to figure out how to withdraw my funds.

    Business Response

    Date: 10/10/2023

    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:09/28/2023

    Type:Product Issues
    Status:
    Answered
    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 use Chumbas AMOE (alternate method of entry) which keeps them legal in ***************** to enter the sweepstakes they offer. I write to them to enter the sweepstakes for entertainment. End of Augustof 2022, I stopped getting credits and I havent received any credits for 12 months now. I waited 4 months to reach out to customer service and they told me that they will have to forward my concern to the right department. I have been patiently waiting for an update and its going on for about 12 months now since they credited my account. Ive been mailing in requests since then. I have almost ********************************* I just want to get an update and I believe 12 months is long enough for them to give me an answer.Also, my chumba account is in good standing, I am able to buy gold coins and they give me free sweeps. This is a sweepstakes casino so they should be able to honor my requests to play for free equally whether I buy gold coins or mail AMOE requesting free sweeps. I make sure to follow all their sweeps rules and theyve never rejected any of my requests. They just stopped crediting my account and they will not give me an answer as to why they will not credit my account. Please help me resolve this issue. I have attached all my emails to customer service and their responses have been the same, pretty much that they received my concern and will forward it to the relevant department and for me to be patient. I believe 12 months is enough time for them to give me an answer.

    Business Response

    Date: 10/08/2023

    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: 10/09/2023

     
    Complaint: 20672425

    I am rejecting this response because: I still dont have an answer as to why they havent credited my AMOE requests and they didnt tell me when they will complete the investigation and credit my account. 

    Sincerely,

    *************************

    Business Response

    Date: 10/15/2023

    We are currently actioning the results of our investigation and will make the customer aware of the outcome upon its completion.

    Customer Answer

    Date: 10/16/2023

     
    Complaint: 20672425

    I am rejecting this response because its the same response from last week. I still dont have an answer as to when they will credit my AMOE requests.

    Sincerely,

    *************************

    Business Response

    Date: 10/19/2023

    We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding the outcome.

    Customer Answer

    Date: 10/21/2023

     
    Complaint: 20672425

    I am rejecting this response because my original question was what happened to the  thousands of AMOE requests that I sent. They did reach out and processed 663 envelopes and was informed that any incoming entries will be credited but I am still missing about **** AMOE envelopes. When will those be processed and credited to my account??

    Sincerely,

    *************************

  • Initial Complaint

    Date:09/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Chumba casino is breaking the sweepstakes rules by making up reasons to deny peoples postal sweepstakes entries. They have denied 800 of my entries for made up reasons and refuse to provide me with proof that my entries are wrong. I have been writing them for 3 years and never had a problem before. According to the ******** group there are many other people experiencing the same issue. They are breaking the laws and rules of sweepstakes that make it legal for them to operate in *****************. They are going to experience a class action lawsuit from what I see.

    Business Response

    Date: 10/06/2023

    We are currently actioning the results of our investigation and will make the customer aware of the outcome upon its completion.

    Customer Answer

    Date: 10/06/2023

     
    Complaint: 20663267

    I am rejecting this response because:

    They wont do anything to come to a resolution. They will continue to ignore my messages and probably deactivate my account because thats how this company handles things.i have been a customer for years and have not changed anything about how I submit my entires and have never had a problem until now and Im doing nothing differently .  It will only be a matter of time until its customers take action. They are doing this to many people and violating sweepstakes laws by doing so. 

    Sincerely,


    ***********************************

    Business Response

    Date: 10/12/2023

    We are still in the process of actioning the results of our investigation and will make the customer aware of the outcome upon its completion. We thank the customer for their patience during this time.

  • Initial Complaint

    Date:09/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 with Chumba Casino for 2 years and have always had a great experience, especially with their customer service, until now.I have been mailing in envelopes for the sweepstakes entires for the last year. Over two weeks ago my envelopes were rejected and no reason was offered. The email they sent telling me that I was rejected was general and canned. It did say to reach out with any questions, so, I replied almost immediately to inquire about how many of my requests were rejected and why. It has now been 2 weeks with NO response. I have followed up and opened an additional request to ask for an update and then again asked for a supervisor. Still no response other than their general we are looking into it response, and this only came when I created a new request. I have done absolutely nothing different and, in my opinion, I have followed every rule when it comes to submitting my written Sweeps requests. If I have not, I think it is only fair & legal that customers be notified WHY they are being rejected. I understand things are busy and they may be short staffed or overwhelmed, but I have been extremely patient. One week with no answer or resolution is awful, but 2+ is unacceptable.

    Business Response

    Date: 10/04/2023

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

  • Initial Complaint

    Date:09/23/2023

    Type:Product Issues
    Status:
    Resolved
    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 are stealing money from me and refusing to fix the issue even though I've contacted them multiple times regarding this issue

    Business Response

    Date: 10/02/2023

    We are still in the process of reviewing the issue raised in the customer's complaint. We appreciate the customer's patience during this period and will contact the customer with an update shortly.

    Customer Answer

    Date: 10/03/2023

    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:09/21/2023

    Type:Billing Issues
    Status:
    Answered
    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 august 29th ******************************************************************************************************** I quickly changed all my passwords associated to this account and emailed the customer support team through their ticket portal... After a back and forth that would go on for 21 days including them asking for a selfie of me holding my ID. My account has been deactivated with the money that I had available on my account being taken.. I have emailed them 9 times in the last 5 days with no response to any of them just them closing my tickets as resolved

    Business Response

    Date: 09/29/2023

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

    Customer Answer

    Date: 10/06/2023

     
    Complaint: 20637773

    I am rejecting this response because:
    It has been 3 weeks of investigation and 9 emails to support with 0 response on the matter 

     

     


    Sincerely,

    ***************************

    Business Response

    Date: 10/12/2023

    We are still in the process of actioning the results of our investigation and will make the customer aware of the outcome upon its completion. We thank the customer for their patience during this time.

    Customer Answer

    Date: 10/13/2023

     
    Complaint: 20637773

    I am rejecting this response because:

    Its now been 14 days of no response from there support team after multiple requests to speak to a casino manager they have clearly finished the investigation and using the phrase actioning the results as a way to delay this issue further 


    Sincerely,

    ***************************

    Business Response

    Date: 10/26/2023

    We are still in the process of actioning the results of our investigation. We thank the customer for their patience during this time and will make the customer aware of the outcome upon its completion.

    Customer Answer

    Date: 10/27/2023

     
    Complaint: 20637773

    I am rejecting this response because:

    the issue has yet to be resolved I have access to my account but the available ** have not been returned 

     


    Sincerely,

    ***************************

Chumba Casino is NOT a BBB Accredited Business.

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