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:10/11/2022

  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.

  Hello, I received notice September 28 that my account was permanently banned for no reason. I was playing through my Sweeps Coins and when a bonus hit and was prompted with an error "your account has been deactived. Please contact customer support" I have since reached out three times to them to rectify the error as I believe I have not violated any terms or conditions applicable to their site as stated in the terms and conditions. I have not recieved any form of resolution or explanation in the matter. There is currently $350+ USD that was in the account when I was deactived and have been unable to obtain as well.

  Business Response

  Date: 10/20/2022

  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: 10/21/2022

   
  Complaint: 18197921
  
  I am rejecting this response because: in order for Chumba Casino to offer as a sweepstakes casino, you must offer to ALL. You can not simply ban for no reason and that violates chumba casinos ability to operate as a sweepstakes casino and operate without paying tax within the *******************, as well as ****** as a country.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/27/2022

  The customer has been provided with the final decision as stated on 20 October 2022. As no new additional information has been provided by the customer, we consider this matter to be closed. 

  Customer Answer

  Date: 10/28/2022

  
  Complaint: 18197921
  
  I am rejecting this response because: what additional information? Nothing has been request of me asking for information.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/02/2022

  The customer's account will remain deactivated based on the information made available to us regarding the use of their Chumba account. This is the final decision regarding the customer's matter.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18197921
  
  I am rejecting this response because:
  

  Is there something I did wrong? I am very confused.

   

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

• Initial Complaint

  Date:10/11/2022

  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.

  Chumba Casjno described my account on 9/29 and has been non responsive to my customer service request. All I was is my account reactivated.

  Business Response

  Date: 10/20/2022

  We can confirm that the customer's account has since been reactivated following a routine security review. The customer has been made aware of this account status update. 

• Initial Complaint

  Date:10/11/2022

  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 9/27/22 my Chumba account was deactivated after I was told that my account would be undergoing routine account review. Without any notice, I can no longer access my account and Chumba has failed to do the right thing and provide me with a legitimate reason to permanently deactivate me. I got deactivated right before I was supposed to be paid in sweeps coins for my envelope entries that I submitted, which by law, Chumba is required to honor as that is how they are able to maintain their operational status as a sweepstakes company in the US. This was a blatant and foul move by Chumba to avoid paying out money that they owed me. I would like to reach a formal resolution immediately and have my account and my credits reinstated for the period that they deactivated my account. I have never broken any rules in the terms and conditions and ALWAYS played by all the rules so this came by surprised when they banned me, and failed to even provide a real reason why, other than basically stating that they are able to so they will. I will continue to fight this with anyone who will listen and take action until this is resolved.

  Business Response

  Date: 10/20/2022

  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: 10/21/2022

   
  Complaint: 18196767
  
  I am rejecting this response because:
  
  the entire point of filing a BBB complaint is to get a more detailed answer as to why Chumba decided to permanently ban my account. This is a gross abuse of power and goes against sweepstakes LAWS. I would like to have my account reinstated and my credits that were missing to be reiussed. Chumba did this purely to cut corners and avoid paying out users that followed all their rules and terms and conditions. I refuse to accept this boilerplate answer and look forward to escalating this matter if Chumba continue to refuse to reopen my account.
  Sincerely,
  
  *****************

  Business Response

  Date: 10/27/2022

  The customer has been provided with the final decision regarding their account closure as stated on 20 October 2022. As no new additional information has been provided by the customer, we consider this matter to be closed. 

• Initial Complaint

  Date:10/11/2022

  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.

  Ive been writing sweeps envelopes by hand to Chumba Casino as part of their sweepstakes program since ********************************************************************************************************************************************************************************** I reached out to Chumba and they provided me no further explanation other than that I was now permanently deactivated under the **** clause. To make things clear, **** clause states that they can deactivate you for any reason theyd like. Which seems very unethical coming from a business perspective as I always followed every single rule from Chumba down to the tee so that I would not be in violation. I have over **** envelopes sent in from August that I am now patiently awaiting to be credited. Instead of being credited, I was hit with a deactivation email. My account is registered under my email ***************** and Id like for it to be reinstated along with being credited for my sweeps requests. If this isnt resolved and Im not provided with a LEGITIMATE answer, then I will continue to press on this matter to Malta Gaming Authority and Trust Pilot, and will consult an attorney to file a lawsuit against Chumba. As from where it stands, I have lost over $10,000 in sweeps credits due to shady business practices by Chumba and I will not silently be barred from this site without a valid reason. I never broke a single rule and would like this decision reversed. It has gotten worse now that after I asked Chumba to clarify and provide more details on my deactivation, theyre giving me the run around by not replying to my emails and completely ignoring me over a very reasonable request. This isnt fair or okay. I would like to escalate this and will continue to do so until it is resolved fairly.

  Business Response

  Date: 10/20/2022

  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: 10/21/2022

   
  Complaint: 18195924
  
  I am rejecting this response because:Im still not provided with a straightfroward answer and I did nothing wrong to warrant a deactivation or a permanent ban. *** simply wrote in envelopes which by law must be honored and credited. I want credit for my entries and shutting my account down is a blatant move to avoid paying me.
  
  Sincerely,
  
  ****** ***************************

  Business Response

  Date: 10/27/2022

  The customer has been provided with the final decision as stated on 20 October 2022. As no new additional information has been provided by the customer, we consider this matter to be closed. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18195924
  
  I am rejecting this response because:

  id like to update my complaint. I have over **** pending envelopes that were sent in over the course of several months. I have paid thousands in postage stamps alone. Chumba has not provided any reason or responded to my email inquiries regarding the closure of my account. I demand my account to be reactivated so that I can receive the sweeps credits that I have spent months writing. I am not the only one in this position. chumba has blindly done this to many others who follow all their terms and conditions simply to avoid paying up what they owe. This is illegal. I have attached accounts of other individuals who faced the same unfair and unethical business practices conducted by chumba. i demand to be reinstated ASAP.
  
  Sincerely,
  
  ****** ***************************

• Initial Complaint

  Date:10/11/2022

  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 signed up for Chumba a few months ago and began to write envelopes for sweeps credits, which were credited every weeks. I play by the rules and write in the requests following all the rules as well, but during the last round of crediting, Chumba conveniently decided to permanently deactivate my account without any legitimate reason because they didnt want to pay out my envelope requests. I had written in over a thousand envelopes that were due to be credited, so that is about $5000 that were invalidated and Chumba refuses to give me a valid reason for deactivating me and has now began to start rerouting my emails with an automated response so no one will provide me with an answer. I feel cheated by a company that is allegedly following all the rules. This is not right. My account should be reactivated and I demand to be credited for my time and money in sending sweeps requests as outlined by Chumba.

  Business Response

  Date: 10/20/2022

  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:10/11/2022

  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 regularly write in envelopes for sweepstakes credits to Chumba and suspiciously before the last time I was supposed to have been credited, my account got deactivated and was told I needed to wait a 72 hour account review period. I have never broken any rules in the terms and conditions nor have I acted in any conduct that was inappropriate or illegal. I was purposely blocked from receiving my credits and customer service continued to give me the run around and never fully answered why I was deactivated. I later got an email saying that my account was permanently deactivated under **** clause and that Chumba would not provide any explanation as to why because they dont have to. This seems like a very gross abuse of power by the company and shady business practices. I just want my account reactivated and for me to receive the credits that I spent my time and money writing and sending in. Chumba violated sweepstakes laws by not providing me with the credits and closing down my account for absolutely NO reason.

  Business Response

  Date: 10/20/2022

  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: 10/21/2022

   
  Complaint: 18195637
  
  I am rejecting this response because:

  I was not provided with any answer to why I got banned in the first place. I have thousands of outstanding envelopes that are yet to be credited and Chumba did this on purpose to avoid paying out someone who deserves to be paid out. This is a violation of sweepstakes law in the **.
  
  Sincerely,
  
  Thawdar Min *****

  Business Response

  Date: 10/27/2022

  The customer has been provided with the final decision as stated on 20 October 2022. As no new additional information has been provided by the customer, we consider this matter to be closed. 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18195637
  
  I am rejecting this response because:

   

  my account is still not reactivated
  
  Sincerely,
  
  Thawdar Min *****

  Business Response

  Date: 11/07/2022

  As stated in our previous correspondence. The customer's account will remain deactivated. We are unable to provide further information on this matter and we consider this matter to be closed. 

• Initial Complaint

  Date:10/10/2022

  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.

  My account was deactivated on 9/28 for no reason other than they can. Customer service has been non responsive in resolving the issue. I only wish to have my account reopened.

  Business Response

  Date: 10/20/2022

  We can confirm that the customer's account has since been reactivated following a routine security review. The customer has been made aware of this account update via their registered email address. 

• Initial Complaint

  Date:10/10/2022

  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.

  Good Evening, Hope this finds you well. I am hoping to find some assistance in resolving an issue with Chumba Casino. Recently, they deactivated my account with no explanation of a specific reason. I have followed all terms and conditions listed within their website. Over the last year, I have participated in their sweepstakes promotions which involves mailing in a handwritten card agreeing to the rules in exchange for 5 "sweeps coins" which are used on the site. On October 3rd, 2022 they stated they have decided to permanently deactivate my account. I have mailed in over ***** envelopes in the prior two months which have cost time and money. I am looking for help getting reactivated. I have complied with all Terms and Conditions and would sincerely appreciate help resolving this matter. Thank you!

  Business Response

  Date: 10/20/2022

  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:10/10/2022

  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.

  Chumba casino has a sweepstakes in which has rules in order to receive free coins to play on their website and eventually receive winnings. The way to enter the sweepstakes is by sending out an index card hand written and writing all the information there rules tell you to write. I've doing this since 2020, following each and every one of there rules, continuously supporting them as a business and about a week ago they deactivated my account for absolutely no reason, I still have yet to hear as to why they would do such a thing because i've invested so much time and energy into this. I've sent them sweepstakes request that I have YET to receive and now im afraid that I never will because of the deactivation of my account. I've been following the rules since day one. Im completely disappointed.

  Business Response

  Date: 10/19/2022

  We can confirm that the customer's account has since been reactivated following our routine security review. The customer has been sent correspondence to confirm their account status update. 

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair 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.

  On 10/5/22, my account was deactivated by Chumba Casino, despite not engaging in any of the activities outlined in clause 20 of Chumba Casino's ****************** that *** lead to suspension or or closure of an account. Numerous individuals who are part of a Chumba Casino ******** group have also indicated that they've had their accounts deactivated. A commonality amongst users who have had their accounts suddenly deactivated without notice is that, despite playing Chumba Casino's games for solely social and entertainment purposes, they also write physical sweeps envelopes requests to Chumba Casino. Being able to write physical sweeps envelopes to get free Sweeps Coins is mandatory for Chumba Casino to operate as a social casino.It appears as though Chumba Casino is deactivating users who follow their ****************** but receive free sweeps coins through envelopes, because these players are not profitable for Chumba Casino to retain. Chumba Casino hides this under the guise of being able to deactivate users for any reason under their ******************. Deactivating envelope-generating users violates the "equal dignity" requirement of a sweepstakes contest.

  Business Response

  Date: 10/19/2022

  The customer's account has been reactivated following a standard security review. We suggest the customer contact ******************** **************** via ********************************** if they have any further questions.

  Customer Answer

  Date: 10/19/2022

  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.
  
  Sincerely,
  
  *************************************