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:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are purposely holding back my withdrawal and not approving it. Even though they approved a withdrawal in under two minutes right before this. They have stopped answering my emails when I brought this to their attention.

  Business Response

  Date: 09/28/2023

  We are unable to locate a customer account using the email address provided, as such, we request that the customer provide their registered email address. Until this is received, we are unable to investigate the customer's complaint.

• Initial Complaint

  Date:09/21/2023

  Type:Delivery 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.

  Have been sending postal sweeps for over 2 years.Always received them no problem and all of a sudden got rejection notice.Everything is double checked before sending out and there is no way hundreds of envelopes have been incorrect. There has been no email responses that I have sent. Just a straight rejection.Since July I have sent,7/7/23 - 167 envelopes 7/18/23 - 40 envelopes 7/19/23 - 120 envelopes 7/24/23 - 100 envelopes 7/31/23 - 80 envelopes 8/8/23 - 100 envelopes 8/15/23 - 180 envelopes 8/26/23 - 70 envelopes 8/28/23 - 49 envelopes 9/1/23 - 100 envelopes 9/13/23 - 80 envelopes 9/18/23 - 107 envelopes

  Business Response

  Date: 09/26/2023

  A member of Chumba Casino's **************** team has contacted the customer with the results of our investigation.

  Customer Answer

  Date: 09/27/2023

  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:09/19/2023

  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.

  Good day First of all I wanted to say that I love chumba and mean no disrespect coming here but I'm extremely disappointed in the way this has been handled I understand you must follow the rules to get credits but I feel as if I'm being targeted I understand I didn't get credits for the 500 plus envelopes but I don't understand why I'm not getting credits now I have been correcting my error( receive is spell correctly I got credits last week now I'm getting a rejection for what is I don't no and no reply back it would really cut down time if you tell people what was done wrong versus a list to guess what is wrong I feel as of i have done my part and chumba is playing with me very hurtful I would greatly appreciate any help I can get in this matter I have emailed chumba but they don't like to reply I just want to be treated fairly like everyone I love chumba and the social game play after a long day I don't mean any harm by coming here I just would like this issue resolved thank you

  Business Response

  Date: 09/25/2023

  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: 09/26/2023

   
  Complaint: 20624083
  
  I am rejecting this response because: I can't seem to get an explanation or a response from them.i received another rejection today with no reply and ticket closed I'm 100% Sure this does not hold up here in ************** sweepstakes laws to trash all entries with no warning anything in ******* done wrong you get a warning but chumba gives you a BS response of 20 thing you could have possibly done wrong then put it in the trash and **** your ticket as sloved with no response this needs to be made right I will continue to fight this 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 10/02/2023

  We have investigated the issues raised in the customer's complaint and have made the customer aware of the outcome. Please note, the postal submissions provided did not adhere to our guidelines as stipulated in our Sweeps Rules: ***************************************************

  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. I'm not happy about the out come but as an adult  I accept my responsibility in this matter thank you for taking the time and efforts to look into this matter for me I greatly appreciate it and hopefully this will not happen again in the feature 
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account has been deactivated with out any reason given. I did not even receive a email regarding this. I have processed a redemption on 9/11/23 and got an email on 9/12/23 saying that it went through. I tried to log into my account to grab postal codes that are required for the sweepstakes mail ins but it says that my account has been deactivated and to contact the support. I have sent an email to their support regarding this matter to have my account reactivated but have not gotten a response. I received a random email from a chumba support agent letting me know my mail in sweepstakes count and how much I been credited but I did not request this information and they have randomly sent to my email, which is weird because usually you would have to email their support for them to give you a count of your entries but I did not email them for this information. I mail in sweepstakes entries that are to be hand written and take a lot of time and money that goes into it. I have been doing this for more than 1 year and had no problems as I follow their ToS.

  Business Response

  Date: 09/21/2023

  We have investigated the issue raised in the customer's complaint and have contacted the customer regarding the results of our investigation.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20595343
  
  I am rejecting this response because:
  They have no proof and cannot show the proof that I asked on why they have deactivated my account. I have been always following the terms when sending in sweepstakes. I am requesting that they reopen my account have credit me all my sweepstakes entries because I have spent a lot of money on supplies to send in those entries. I have also already responded to their email but still have not heard back.
  Sincerely,
  
  *****************

  Business Response

  Date: 09/28/2023

  As the customer has provided no additional information relevant to our investigation, our decision as communicated on 21st September 2023 stands.
  

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chumba social casino is fraudulent taking winning from accounts by disconnecting game when you log back in some of your winnings is missing.

  Business Response

  Date: 09/11/2023

  We are unable to locate any correspondence from this customer. We encourage our customers to reach out to our **************** team should they require any further assistance.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This casino along with the other major online casinos operate under horrible, greedy business ethics. The more I spend and more I play, I get less wins less frequently. Their games are too obviously rigged and one can do a simple "trust pilot" search and read all the reviews that say the same thing. Of course they have good reviews too. It's not hard to create bots to leave positive reviews or simply pay some customers to boast. I have screenshots of the countless rounds of blackjack I've played where I'm dealt with cards 16, 18, 15, 19 and the dealer keeps hitting 17, 19, 16, 20. Or I have 10, 11, 12, 16 and when I hit, I get 22, 23, 24, 28. Vice versa if dealer has 10, 11, 12, 16 they rarely every hit over 21. 19, 18, 20, 21. When bringing up the issue to customer support, they clown on me and accuse me of being crazy or having an addiction. I don't have an addiction nor am I crazy. When confronted about the rigged system, they tell me "their games are random and not controlled orherwise they wouldn't be in business." How stupid do they think we all are? Everything electronic is hackable and can be manipulated and if they do that to their games and make more money then somehow they wouldn't be in business? In never win in bingo. To test my theory, I purchased 300 tickets ***************** and I was playing with 4 other people. Out of 300 NONE got bingo. I'm sure that's not even mathematically possible. When the issue is presented to the admins, they joke and smiley bomb me and tell me it's.luck based and better luck next time. Well I can't.have better luck when your system is rigged to not give me luck. I noticed my winnings were further reduced after I brought up these issues to them. No doubt in my.mind that they flag accounts like mine so we never win. Again all this can be backed up by countless other reviews on trust pilot. Please help bring these evil scum down or at the very least, heavily regulate their games and business practice

  Business Response

  Date: 09/18/2023

  Chumba Casino is a social gaming platform that offers sweepstakes games for players who are 18 years or older and located in the ** (excluding ****************). It's important to note that all of Chumba Casino's games utilize a Random Number Generator and therefore we are unable to manipulate or predict the outcome of our games. Additionally, Chumba games should be solely used for fun and entertainment purposes, and we encourage our customers to reach out to our **************** team should they require any further assistance.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20577844
  
  I am rejecting this response because their response proved nothing and actually solidified my argument on the topic of customer service seemingly clowning on us.

  "Our games should only be played for entertainment." If you are an arcade business, then there is no reason you should offer us things to pay for. You are already making God knows how many billions just in traffic and ads. Sweepstakes are a bullish scheme you use as a loophole to bypass gambling laws of some sorts. 

  Or you gonna sit there and lie to us about that too? 

  I would like to see a legitime investigation into your Random ***************** systems. Random means just that. Totally random. Random doesn't have any patterns. Random doesn't have any coincidences. Random is random. But the patterns and coincidences in your casino is beyond obvious. Just refer to the 1 star reviews on "Trustpilot" and you will see endless complaints of EXACTLY what im complaining about. You can sit there and say whatever bullish story but until you provide solid proof thru accredited investigations then you are just a trickster. 

  I will not let this issue go until Chumba cooperates by answering and addressing all the aforementioned issues and showing significant change in their casino. Customers.should get back 80% not ****%. Meaning id I walk in with $100, I should have $80 when Im done. At this rate, If I was stupid enough to walk in with $100 I would leave with 0. 

   

  Sincerely,

  Still ******, still disappointed, frustrated and shadowbanned customer

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

  Business Response

  Date: 09/28/2023

  As previously advised, Chumba games should be solely used for fun and entertainment purposes, with no purchases required to play. Furthermore, Chumba Casino games are governed by a certified Random Number Generator (RNG) where it was found that number sequences are unpredictable, non-repeatable and uniformly distributed. All results are dictated by the Random Number Generator (RNG) which we have no control over as it treats all plays exactly the same.

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 4,2023 I had my phone and cash app debit card stolen from my home. I reached out to both cash app and chumba casino. I started letting them know my cash card was stolen and used to the value of $400 on this game app from the phone that was stolen. **** app has reimbursed $150 and that took 45 days. I tried to reach out to chumba and request the money back and I have heard nothing back I got a notification saying that my request has expired. What do I do?

  Business Response

  Date: 09/17/2023

  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: 09/19/2023

   
  Complaint: 20571602
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/19/2023

  I just feel that none of the unauthorized transactions should have taken without proper proof of identity and my cash app team has been trying to contact them and request the money back and they paid $150 back why wouldn't they pay the other $300

  Customer Answer

  Date: 09/25/2023

   

  I just got a notification from chumba saying something about all transactions where made from the same ** address well I did inform them that my phone and cash card was stolen, so of course the ** address is going to be the same and I had the phone and cash card deactivated as soon as I was aware of the situation so what do I do next

  Business Response

  Date: 10/02/2023

  The customer has already been provided our decision on 22nd September 2023 in answer to BBB Complaint No.20571602

• Initial Complaint

  Date:09/06/2023

  Type:Billing 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.

  I created an account to play on ********************** and was requuired to provide my government ID, second form of identification, proof of address and a bank statement. However once all documents were provided and verified, my account was banned without an explanation and upon inquiry was told that they didn't have to give an explanation. I believe this is some sort of information harvesting without and fearful they will sell my information and potentially leave me vulnerable to identity theft. I would either like evidence that my personal information was not retained or reinstatement of my account. I still do not understand why I was banned when I have ***** been able to access the account or taken any actions that would have caused the account ban.

  Business Response

  Date: 09/14/2023

  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: 09/15/2023

   
  Complaint: 20567141
  
  I am rejecting this response because: the business said it is reviewing the case and will make me aware of the account once ready... so it isn't resolved either way yet./

  Business Response

  Date: 09/21/2023

  A member of Chumba Casino's **************** Team has contacted the customer regarding the status of their account and the required information to complete the verification process.

  Customer Answer

  Date: 09/22/2023

  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:09/05/2023

  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.

  I never cashed out and I have problems verifying who I am.Also someone saw me play and argued with me as to why I was embezzling and laundering money ? Someone else protected me when it happened. My parents know when I'm playing and it seems as if others are spinning at the same time .I just noticed that my account has been open for two years when it's only been a year.Saying im dead or pretending to be me is ******** also false accusations of me being a mental patient is a lie.I am not a business so I'm starting to suspect I am a cover for someone or a group of workers.

  Business Response

  Date: 09/06/2023

  A member of Chumba Casino's team will contact the customer regarding additional information to continue our investigation.

  Customer Answer

  Date: 09/08/2023

  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:09/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/03/2023-09/04/2023 I purchased about 500$ worth of sweeps coins and not once did I win any money , the games would win and then deny the win , it's a scam

  Business Response

  Date: 09/13/2023

  Chumba Casino is a social gaming platform where no purchase is necessary to participate in our promotional games. Additionally, as outlined in Chumba's Responsible Social Gameplay Policy, players should participate in Chumba Casino games for the sole purpose of fun and entertainment.