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:11/14/2022

  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.

  They are literally cheating people out of there money promising bonus that never occurred never on a casino game have I had a bonus be stop this how the game works it goes to give you the bonus and than bam stops the bonus it happens every time and they say it's a chance it will happen it literally happens every time I just want my money back that was waisted on this spam of game this company needs to be shut down I know a ton of people who they have scam please for the love of God so something about this company

  Business Response

  Date: 11/23/2022

  Our investigation has identified no abnormalities or technical errors were experienced within the customer's gameplay. We note that all Chumba Casino games utilize a certified Random Number Generator that cannot be manipulated to alter the outcome of the game.

• Initial Complaint

  Date:11/10/2022

  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 had accidentally created multiple accounts on chumba casino without noticing which is apprently against the terms and conditions of the site. I only realized this is when I won enough money to withdraw and found I was not able to because my account was not verified. I reached out to chumba casino to alert them of the issue and to tell them I wished for the other accounts to be closed. Instead, chumba casino closed all my accounts and informed me they would only be willing to reopen my other account, which was the account that I had not won any prize money. This is totally unfair. Why should I be Able to open only the account where I had not won anything? I would like for chumba casino to close my other account where I did not win any prize money and let me keep my account under which I had won the prize money, fair and square, and to allow me to withdraw those earnings.

  Business Response

  Date: 11/21/2022

  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: 11/21/2022

   
  Complaint: 18370213
  
  I am rejecting this response because:

   

  if Chumba Casinos investigation is still underway, fair enough. But I am not going to just let them off the hook without an actual, fair resolution to the issue. There is no reason that since I had accidentally created a duplicate account, that I should not be able to keep the account of my choosing open and instead am being made to have to keep the other account open and close the one where I actually won something. Until my account that has the winnings is reactivated, I will be holding chumba casino accountable for shady practices. If they want a satisfactory resolution to this bbb complaint, they should do the right thing and let me reactivate the account of my choosing which is what I had asked for from the beginning. To close one account and specifically keep the other one open. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/23/2022

  Chumba 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. We have contacted the customer informing them we will be assisting them with the verification of their chosen account and will remain in communication throughout the process.

• Initial Complaint

  Date:11/07/2022

  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.

  Chumba casino has neglected to pay me my winnings. From the month of Dec 2021 and Oct ***** of this year. My winnings are close to a ******* and its failed to pay me in the REDEEMABLE section of their web site. Most recent ****** and in Dec of 2021 it was ****** they DIDNT, HASNT PAID.

  Business Response

  Date: 11/15/2022

  We have reviewed the customer's account history in relation to issues raised in their complaint. The customer has been made aware of the outcome of our review. 

• Initial Complaint

  Date:11/04/2022

  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.

  This site is a scam. Have been trying for weeks to make a withdrawl of my money with all in no success. Can not get anyone to email me back. I want a reimbursement of the money sent to my account as this site is a scam and lies to people

  Business Response

  Date: 11/13/2022

  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: 11/14/2022

   
  Complaint: 18360272
  
  I am rejecting this response because: they have NOT tried to reach out to me. I have called and emailed multiple times and no response. They have banned my account now. I just want my money that I put on the website back. This site is a scam.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/20/2022

  We have communicated the outcome of our investigation to the customer and have made them aware of their account status. As no further information relevant to our investigation has been provided, our decision in the matter is final. 

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18360272
  
  I am rejecting this response because: This information is incorrect! I have no received 1 email regarding any of this matter! Wow. JUST GIVE ME MY MONEY BACK 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/21/2022

  We suggest the customer contact our customer service team if they are yet to receive our response. Any unauthorized charges imposed on the customer payment medium should be contested via their financial institution. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18360272
  
  I am rejecting this response because: I have contacted support multiple times. No response back! Each and every time! I got an email yesterday afternoon from ********************* after weeks and weeks of trying to get this resolved for him to say that they are denying my request because my account is deactivated (due to them deactivating my account) and because I agreee to the terms and conditions. With is incorrect. I didnt agree or accept any terms or conditions to the sites 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/04/2022

  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.

  My name is ******************************* and i have played on both chumba casino and global poker for a long time. I love playing on the platform and actively participated in the sweep stake envelopes, where I have been spending my time an resources writing the envelopes and sending them in. I am writing this complaint because both my accounts were randomly deactivated. I got a email on Oct 27th from *********************** stating that he had activated my accounts for global poker and Chumba as per the complaint my son filled on OCT 17th No. ******** due to a security threat but it had been lifted and htey reinstated my accounts. After the complaint and resolution were accepted, they sent me an email on Nov 3rd stating that both my chumba and global poker accounts are deactivated. This is not fair they cannot activate my account and then close them after a week when the complaint has been closed. I have been an active player on this and i love playing on this platform i have dedicated countless hours writing envelopes to enter in the sweep stakes and they suddenly shut down my accounts by saying i broke the term that said i have more than one customer account. Which is infact incorrect me ******************************* I only hold my own account. I do not have any other account that does not belong to me. I want my accounts back and a promise that this would not happen when the complaint is lifted. I will go to arbitrage if I do not get my accounts back. I have been wrongfully targeted. My email is: ******************************

  Business Response

  Date: 11/14/2022

  We have informed the customer we will be maintaining the previous decision provided on 4 November 2022.

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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.

  Let me start by saying i absolutely love Chumba and Ive been a loyal player for almost 4 years. I have never once had an issue with customer service, they are always kind and pleasant and respond in a timely matter. However, I have had to submit multiple complaints and tickets over the last 30 Days regarding the free alternate method of entry. I have over **** mail in requests sitting with Chumba and they will not respond clearly about why my account has been skipped with the last two batches that were processed on 9/28/22 and 10/26/22. The system for getting credits has been the same for the last 4 years- everyone gets credit at once on whatever date Chumba is done with a batch. I was given a count two months ago and told they were in review which usually means they will be credited when the next batch gets processed - that next batch was processed on 9/28/22 and my account was skipped - I asked why- no clear response and then I was skipped again on 10/26/22 when the next batch was processed.My account has not been credited with AMOE since 9/1/22 and I cannot get a response as to why. I have been way more than patient and it seems they may be violating their own rules at this point. I have asked for a supervisor or manager multiple times but I cannot get one to respond and answer my direct questions- they keep giving me the same please be patient response. Of course, there is no problem at all when I BUY gold coins, there seems only to be a problem with my mail in requests for free sweeps which makes it legal for Chumba to operate in many states.Now, if no one was being given credits for AMOE- I wouldnt have a problem but it seems they are singling people out at this point and Chumba will not respond. I hate to give a bad review because as I said - I really love Chumba but its unacceptable at this point. I hope I can get someone to *********** as these requests require postage so Ive spent $1160.00 on postage along with my time writing them.

  Business Response

  Date: 11/11/2022

  The customer's ********************** account has been temporarily restricted following a routine security review. The customer has been made aware of this temporary issue and we can confirm that they will be provided with an update once the review has been completed. 

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18353654
  
  I am rejecting this response because:

  I assure you that I have not been made aware of anything from customer support. If you have the email from customer support telling me about an account restriction- please attach it here. 

  As I mentioned, when I reached out to ask - all they keep telling me is to be patient, no one told me anything about my account having a temporary restriction.

  I have asked for a manager or supervisor multiple times over the last two months and they continue to close those complaint tickets without telling me anything but to be patient.

  I would like to have someone from customer support reach out on my open ticket and explain what this means to me.

   

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

  Business Response

  Date: 11/21/2022

  The customer's ********************** account has been temporarily restricted following a routine security review. We are continuing to investigate the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.
  

  Customer Answer

  Date: 11/24/2022

  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.
  
  I am accepting this response because customer support reached out directly, they explained the review and have apologized for 

  not letting me know that this was going in. They also gave me credit for the mail in requests that I was waiting on from mid June 2022 to mid July 2022.
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/02/2022

  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.

  Chumba Casino is not crediting my account for the free mail in Sweeps Coins I have correctly mailed with all criteria met. Ive been mailing to them for 3 years now and all a sudden they are voiding a large amount of my mailed in envelopes. They are claiming that it is due to mailing them in a parcel or in this case a flat rate box from the ***** Ive also been mailing for over a year this way and never had an issue until now. I have ***** envelopes I have mailed out that are not being honored. I mailed boxes on these days with this amount in each box exactly. August 22, 2022 (515 envelopes) August 27, 2022 (519 envelopes) September 3rd, 2022 (511 envelopes) September 12th, 2022 (505 envelopes) September 17th, 2022 (505 envelopes) September 23rd, 2022 (514 envelopes) and lastly September 28th, 2022 (221 envelopes). On September 30th, 2022 they updated the terms and conditions requesting each envelope insert having a 12 digit code wrote on each envelope insert. I have yet to send anything since that change so everything I have sent should be honored under the old terms and conditions Ive been sending in since 2020. I have email screen shot from an employee saying it was fine to send in flat rate boxes so long each envelope was hand stamped as they always were done so that way. The terms and conditions to this day do not even restrict sending in flat rate box or parcels. They are simply trying to not credit me my envelopes to save the money and not follow their own terms and conditions which I have always followed. Im seeking help to get this credit into my playing account. You are awarded $5 per envelope request sent so Chumba casino owes me $16,450 into my players account in free Sweeps Coins as it is in their terms and conditions its a non pay free to play upon request social casino.

  Business Response

  Date: 11/10/2022

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

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18348276
  
  I am rejecting this response because: they are referring to a clause saying its one request per outer envelope which is what Ive done. They are simply denying these because I sent them in boxes. I which I was told by an employee was fine. Also Id been sending like that for over a year. So they have no grounds to all a sudden change their rules. They need to honor those requests. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/16/2022

  The customer has not provided any additional new information and as such our decision as stated on 10 November stands.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18348276
  
  I am rejecting this response because: I have submitted all I need to submit I was denied my credits because they were sent in a flat rate box in which I was told was completely acceptable to do so. I have attached the email that shows this information, there is nothing stating in their own terms and conditions where you can not send in a box, they are violating their own terms and conditions. I have attached those again. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/22/2022

  As outlined in our previous correspondence provided to the customer on 17 November 2022, per clause 3.3 of Chumba Casino's Sweeps Rules "There is a limit of one Request Card per outer envelope.". As such we consider this matter to be closed as no further action can be taken.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18348276
  
  I am rejecting this response because: I never submitted more than one request per outer envelope. I simply used a box as a means to ship each request. Each request had one individually stamped envelope with all the criteria met to be valid. I had also been shipping in this manner for nearly a year without incident. This is simply an attempt to save the money owed to me which is $16,450. If you go in and read their own terms and conditions there is no mention of anything about boxes or parcels being used. They are hand adding that into the email in an attempt to make it seems as if that is how the terms are writing when Im fact its isnt listed at all. I am going to attach the actual terms and conditions and youll see no mention of using boxes or parcels to ship individual requests sent in bulk with this simply what I did. I sent individual hand stamped and hand requested entries in a bulk box with each envelope being an individual request. They owe me $16,450. Show me in 3.3 where it shows any mention of bulk boxes or parcels. You wont find it. Outlined j  red you will see where the parentheses has been hand added to try and validate their reason to deny my request. In fact that is not how it is written in the websites terms and conditions as such this is simply an attempt to deny requests that are valid and done as I was told was acceptable. 

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

• Initial Complaint

  Date:11/01/2022

  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.

  On September 29 2022 my account with Chumba Casino was banned. They said they were reviewing my account and would give me more information but it is currently November 1 and I still have not received an explanation. They have a sweepscoins program in which you are able to send index cards and receive $5 for every card sent. I spent $0.60 on every card I sent and I sent about ************* the time span from June 29 to September 15. They only paid me for 15 cards and then banned my account for a reason that I have not been informed of. They specifically said in their rules you will only be paid if you follow the rules and terms and conditions. I was paid for 15 of them and the other **** cards were written the same exact way so I do not understand why they banned my account and I wish to get this matter resolved because I spent $0.60 for each of the ***** cards. Thank you

  Business Response

  Date: 11/11/2022

  The customer has been notified of their account status. As the customer's account will not be reinstated, the Sweeps Coins they refer to will not be added to their account. This decision was made based on a thorough investigation into the customer's account history and the decision will be maintained. 

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18346235
  
  I am rejecting this response because: I was never made aware of anything. They never gave me an answer all they told me was that my account was under review. They never once said the status of my account will remain deactivated: I have been sending a message to them for the past 2 months and no where in those emails did they mention what theyre claiming they are. 

  remain 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/21/2022

  The customer has been previously notified of our decision regarding their account status and the Sweeps Coins requested, and our decision will be maintained. 

• Initial Complaint

  Date:11/01/2022

  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.

  Hello,I am filing a complaint in regard to Chumba Casino and their sweepstakes rules. I have been playing on their website both via sweepstakes envelopes and also buying coins to play with as well. I have been sending in bulk packages with envelope requests to receive sweeps coins from Chumba. I have been doing this since May of 2022 in this fashion and have received credit with no issues on many occasions throughout the year. This past week I was told by Chumba my envelope requests were not valid because I sent them in bulk package. I have been sending in this way for months and receiving credits. I have also attached an email from Chumba that says I can use the bulk packaging method, as well as a screen shot where the sweeps rules do not mention a bulk package as being illegal or considered an outer envelope.Full sweeps rules here: https://www.chumbacasino.com/sweeps-rules I would like for my remaining envelopes that I have sent to be credited as they have and meet the requirement, that have been sent before the September 30th change mentioned in a email noted below.

  Business Response

  Date: 11/08/2022

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

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18344988
  
  I am rejecting this response because:
  

  This simply makes no sense.  I attached the message FROM Chumba Casino which allows the sending of a parcel/box containing envelopes.  Furthermore, for months and months I have received credits with no issue this way.  This is a clear violation of their own sweepstakes rules, and downright illegal.

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

  Business Response

  Date: 11/14/2022

  We have reviewed the customer's response and have decided to maintain our original decision as outlined in our communication dated 8th November 2022. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18344988
  
  I am rejecting this response because:

  I am still confused how this is possible.  Please again, see the attached screen shot of Chumba Casino informing that IT IS ACCEPTABLE to use a parcel/box to submit envelope requests.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/21/2022

  No further information relevant to the complaint has been provided. As such our decision as communicated on 8th November 2022 stands. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18344988
  
  I am rejecting this response because:

  This is not on me to provide any additional information. I have provided all pertinent documentation. Chumba has not addressed the evidence showing their email in which is was stated sending a box was an appropriate way of entry. Chumba has stated the reason for voiding these entries was due to submission in a box, which evidence clearly shows was acceptable by Chumba. Chumba has avoided responding to this in all way shape and form and needs to accept these credits per their terms. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2022

  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.

  Been playing chumba casino for around a year. Had no issues and enjoy the site, but out of no where my account got deactivated with money in it for no reason. I Followed all the terms and conditions and wasnt even given a reason

  Business Response

  Date: 11/09/2022

  We are currently in the process of investigating the issue raised in the customer's complaint. We will make the customer aware of the outcome of the investigation upon it's completion.