Business Profile
Online Gaming
Chumba CasinoThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 323 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/19/2022
Type:Product IssuesStatus: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 permanently deactivated my account without a valid reason. To my knowledge, I've never broken any of their Terms and Conditions, and if I did, I wish they'd of informed me of doing so prior to issuing a permanent deactivation after wasting thousands of dollars on postage for postal requests. I've submitted multiple complaints through their complaints form, which in their T&C states they'll "endeavor to respond to within 10 calendar days", and if it takes longer than 10 calendar days, they'll inform me of the delay. Well, it's been 17 days now at the time of writing since I lodged my complaint, and haven't received a single reply from anyone. They're going against their very own terms of service which they claim I didn't follow. Where's the accountability on their end? How can I be deactivated for not following their T&C, but they can go ahead and cut all communication with me when it states in their T&C that a Complaints Supervisor will reply to complaints within a given time? It's clear they're ignoring me at this point.To top it all off, I've submitted a dispute through ****** Consulta, their third party dispute resolution company that they use if I'm not satisfied with the complaints procedure, which clearly I'm not. They've also yet to reply to me after 15 days. What is the point of having a complaints and dispute procedure if no one is going to reply to me? All I'm asking is that my account be reactivated as to my knowledge, I've done nothing wrong but follow the rules of your website. All I've done is entered your sweepstakes that you're legally obligated to provide. Banning people permanently without a reason who are legally entering your sweepstakes violates sweepstakes law and is disallowing people from playing for fun.I've attached a screenshot showing my complaint from 17 days ago not replied to.Business Response
Date: 10/27/2022
This complaint appears to be a duplicate of compliant #********.Customer Answer
Date: 10/28/2022
Complaint: 18248591
I am rejecting this response because: this is not a duplicate of another complaint. This complaint is regarding the fact that your complaints team hasnt replied to my ticket in now 25 days as of writing. Youre literally breaking your own Terms & Conditions that apparently Im deactivated for not following, so wheres the logic in that? I think Ill be joining the ******** class action suit that you guys just settled for for $20M.
Sincerely,
*********************Business Response
Date: 11/03/2022
No further information relevant to the complaint has been provided. As such, our decision relating to complaint #******** stands.Customer Answer
Date: 11/04/2022
Complaint: 18248591
I am rejecting this response because: What further information are you looking for? No one has formally replied to my complaint that was submitted 31 days ago, and your arbitrator, ****** Consulta, also hasn't replied for 30 days now. Your company is breaking its own terms and conditions by not replying to formal complaints, as well as your arbitrator not even replying when it's their job to reply to disputes regarding your websites poor customer service. I'll be contacting the *** regarding this entire mess because it's obvious you guys deactivated my account because you don't want to pay out my outstanding postal requests. I did nothing wrong but participate in your sweepstakes that you advertise. You are after all a sweepstakes casino and cannot ban people for simply participating.
Sincerely,
*********************Initial Complaint
Date:10/19/2022
Type:Product IssuesStatus: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 August 8th I submitted a redemption request with Chumba casino for $8000 that I won. I have contacted them multiple times and all they respond is that it is under review. There is no number to call so all I can do is wait and keep requesting updates. It has been over two months and I would like to be paid or at least get an explanation of the problem.Business Response
Date: 10/28/2022
We have informed the customer of the additional information required, and are maintaining communication with them throughout the process.Initial Complaint
Date:10/17/2022
Type:Sales and Advertising IssuesStatus: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 randomly banned me from using my account which I have money coming into and they lied about reviving my accounts in 72 hours as a over almost 2 weeks had pastBusiness Response
Date: 10/30/2022
As outlined within our previous correspondence, our decision in this matter is final. 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.Customer Answer
Date: 10/31/2022
Complaint: 18237358
I am rejecting this response because: under law I broke no rules to get permanently banned from the casino as I sent in letters and would like to get my account reinstated because what you guys are doing is actually against the law and if you keep doing this your sites will be shut down
Sincerely,
Image BrownBusiness Response
Date: 10/31/2022
As previously advised our decision in this matter is final. 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.Customer Answer
Date: 11/01/2022
Complaint: 18237358
I am rejecting this response because: like I said previously what you guys are doing to peoples accounts are illegal so keep on sending the same c*** I will keep denying it until o get my account back or until you guys go out of business
Sincerely,
Image BrownBusiness Response
Date: 11/01/2022
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.Customer Answer
Date: 11/02/2022
Complaint: 18237358
I am rejecting this response because: Im not accepting that response
Sincerely,
Image BrownInitial Complaint
Date:10/17/2022
Type:Sales and Advertising IssuesStatus: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 was sending sweepscoins credits via email to Chumba casino and they deactivated my account permanently. I followed every rule and made 100% sure of it. I know Im order for them to be legal in ***************** they need to provide a free form of playing on their site which is exactly what I am doing and now I cant play for free because they deactivated my account. I am not the first person to go through this and they can just get away with it because they are a big company but it is not fair. I followed every rule and documented every sweepscoins letter I sent and they decided to ban my account when I had ***** letters pending! Thank you for your time and help in resolving this mannerBusiness Response
Date: 10/27/2022
As outlined within our previous correspondence, our decision in this matter is final. 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.Customer Answer
Date: 10/28/2022
Complaint: 18236902
I am rejecting this response because:I followed everything written in their terms and conditions word for word and they just banned my account out of nowhere and Im sure they have done this multiple times and they will continue to get away with these actions.
Sincerely,
*********************** **********Business Response
Date: 11/03/2022
As outlined in our previous correspondence, the customer's account was deactivated in accordance with Chumba Casino's Terms and Conditions and we are unable to disclose any further information surrounding this matter. As such, we consider this matter to be closed.Customer Answer
Date: 11/04/2022
Complaint: 18236902
I am rejecting this response because: they will continue to get away with these things so I will continue until I get the money I deserve
Sincerely,
*********************** **********Initial Complaint
Date:10/15/2022
Type:Product IssuesStatus: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 an online "Sweepstakes" Casino that offers users the ability to receive "Sweeps coins" (a currency that can be converted into real US dollars) for free by mailing in a hand-written request card as described in the Sweeps rule. Every request card that is mailed in accordance with their Sweeps Rules is supposed to result in 5 Sweeps coins being credited to the user's account. I have been mailing in valid request cards and envelopes since approximately November 2021 and until recently, was credited accordingly. I currently have approximately 600 envelopes (worth SC ****) outstanding which have not been credited to my account. On 10/11/2022, I received an email from Chumba customer support stating that my account was permanently deactivated and "To ensure the ongoing security of our platforms, we are unable to provide further information surrounding our decision." I have always strictly followed the Sweeps rules when submitting my request and it is clear that my account was deactivated purely because I regularly submit valid entries which is costing them money. Many others have had their accounts deactivated recently and the common factor seems to be the fact that we all regularly send in the sweepstakes entries we are legally allowed to send. In addition, I have made purchases with this business which means not all of the Sweeps Coins that have been credited to my account are from the mailings I submitted. I want my account reactivated and I want to be properly credited for all the Pending, current and future mail requests.Business Response
Date: 10/25/2022
As outlined within our previous correspondence, our decision in this matter is final. 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:10/14/2022
Type:Billing IssuesStatus: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 part of Chumba casino for over 2 years. I participate in there sweepstakes promotions. I always follow the rules and have not done anything wrong. They wrongfully closed my account. By doing that they also did not credit me a large amount of sweeps requests that took me a whole lot of time and work to complete by hand. I ask that they give me my account back. Thank youBusiness Response
Date: 10/23/2022
As outlined within our previous correspondence, our decision in this matter is final. 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:10/13/2022
Type:Sales and Advertising IssuesStatus: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 made purchases to this casino totaling $800. I then made winnings of over $10,000. The company then closed my account making it impossible to receive my $800 back or the total of $10,000 back. Once I was locked out of my account I no longer had access to this very large amount of money. I proceeded to communicate with the company for over three days with no decision or communication about how I would get my money back. They took it, locked me out, and would not communicate back.Business Response
Date: 10/21/2022
We have investigated the issues raised in the customer's complaint and are in the process of actioning our decision. The customer will be made aware upon it's completion.Customer Answer
Date: 10/21/2022
Complaint: 18210288
I am rejecting this response because: you have ignored my response for well over a week. The money you have stolen from me has caused me to go into debt. I have every right to access my deposit at the very least. How long must I wait in debt until I receive communication from you?
Sincerely,
***************************Business Response
Date: 10/26/2022
The customer has been notified of the status of their account, and the results of our imvestigation.Initial Complaint
Date:10/13/2022
Type:Billing IssuesStatus: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 an account with Chumba and they deactivated my account for absolutely no reason. I went over their terms and conditions and I havent broken any. I spoke with many others who have had their accounts deactivated without any explanation. I put a lot of time and effort into having the money in my Chumba account to play and use their platform. Im seeking to have my account reactivated or anything of the sort because I know theyre also going against their own terms by doing this as wellBusiness Response
Date: 10/18/2022
.As outlined within our previous correspondence, our decision in this matter is final. 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:10/13/2022
Type:Service or Repair IssuesStatus: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.
Id like to report Chumba Casino, VGW sweepstakes company. I have been sending out envelopes to Chumba casino via post office to get sweepstakes credits as described on their website. And all my envelopes are eligible for the credits and got the credit counts ON DATE which i have also received on the credit drops date. But after 3 days later on a weekend when i was about to play those credits, I couldnt log into my account. It said my account is deactivated (proofs attached below) and I thought thats must be an error and waited 2 weeks wondering itll be reactivated soon since i didnt do anything thats go against their rules. Yet, my account is still deactivated to this day and havent got any information from chumba side, and seeing many people get their CHUMBA accounts deactivated for no reasons, im assuming the company is doing this deactivation thing on purpose, im hearing the casino is violating the law TO AVOID PAYING OUT THE POSTAL ENVELOPES CREDITS (which i hope isnt true). I have believed this casino is reliable and legit thats why i spent too much time writing envelopes and spent so much money on stamps yet they deactivated my account without me doing anything wrong. Therefore, Id like to get contacted by Chumba and get my account back asap. thank you so much in advanceBusiness Response
Date: 10/21/2022
The customer's account has since been reactivated following Chumba's routine security review. The customer has been made aware of their account status update.Initial Complaint
Date:10/13/2022
Type:Service or Repair IssuesStatus: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.
August 31, 2022 is when it occurred. My son downloaded the chumba casino app onto my phone. After that I was unaware that it would offer my underage child to be able to select whether to play with real money and when he selected to was linked to their online site where he would then without my knowledge be able to ****** like an adult. I have bee. Waiting for over a month for their people to look into it and keep getting the same response that they're looking into it. My son is autistic and was supposed to be playing a regular slots game. I was unaware of it being a real casino game.Business Response
Date: 10/18/2022
We have investigated the issues raised in the customer's complaint and have made the customer aware of the outcome of our investigation.
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