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:10/03/2022

  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.

  As of the month of September, Chumba Cassino has arbitrarily banned accounts that were taking advantage of their "Mail in Sweepstakes." To my understanding, operating under this model is the only thing that allows them to circumvent the legal process of operating as an actual casino. I am from the *****************, and I believe they would not be allowed to operate in my state were it not for this. That said, Chumba has banned my account and many others, who were taking advantage of this model. They have not sighted any specific reason as to why my account was banned, but I am certain it was because of the amount of sweepstakes I was sending, as I have not done anything out of line with their terms of service. To me, being that this company is not a ***-founded company, and yet it uses the sweepstakes loophole to operate within the USA, and now simultaneously is discriminating against those who enter the sweepstakes, well, to me this is unjust, corrupt, and the Chumba Casino license should be closely looked at or revoked. Any information as to where I can continue to escelate the complaint would be greatly appreciated. Thank you for your time.

  Business Response

  Date: 10/12/2022

  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: 10/13/2022

   
  Complaint: 18157606
  
  I am rejecting this response because: The business has arbitrarily discriminated in banning my account without providing an actual reason, or a specific condition that I violated. The business means to rob me of my sweepstakes entry which cost me time and money. The business should have their sweeptakes title revoked. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/18/2022

  We will be maintaining our decision as communicated on 1st October 2022. As previously advised, 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:10/02/2022

  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.

  Hello, I have had a Chumba Casino account for about 2 years now. On September 20, 2022 I tried logging into my account and it said that it was blocked and to contact customer support. I contacted customer support and was told it was blocked due to a security review and would be available after 72 hours. After looking at online chats it looks like hundreds to thousands of peoples accounts got blocked at the same time. My account was still blocked after 72 hours and I emailed support again with no resolution. My account was finally unblocked on September 28, 2022. That same day my account was credited with ***************************************************************** I live in ********** ******* so i was in the middle of a Cat 4 major hurricane that hit us on Tuesday into Wednesday. We lost power and internet at around noon on Wednesday the 28th. We had to evacuate and go to ******* with family on the 29th since we had no power at home, I was able to start playing through my credits on Friday night the 30th, I played through about **** credits before I went to bed. Saturday morning i tried to log in to play through the rest of my credits and was unable to log into my account again. I sent them an email to ask what is going on. I checked my email and noticed that I had an email from support that my account is permanently banned due to security reasons. I'm not a security risk and have never broke any of the terms and conditions rules. As the rules state all of you credits need a one time play through to be eligible for redemption. I think I had played through **** credits before I went to bed and had a total of **** credits in my account. Since I have not broken any rules and not a security risk, I am requesting that my account be reinstated immediately and all my credits put back into my account and my account will also be reactivated and be in good standings for future play and all future credits be credited into my account. Thank you *******************

  Business Response

  Date: 10/09/2022

  The customers account has since been reactivated following the routine security review that was completed. The customer has been made aware of this status update.  

• Initial Complaint

  Date:09/30/2022

  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.

  First of all I wanted to say I love chumba and I have never had a problem with them before this I was deactivated September 20th I emailed and was told I was under a 72 hour review ok so here we are 10 days later and my account is still deactivated and I have emailed and ask for an update and no response at all I know didn't violate any of the terms and conditions and just play for fun but no response from chumba about my account and I know I should have credits on my account its not like them not to respond to emails again I have never had a problem before now I really hate I had to put this here but would really like a response and feel as if I'm being looked over maybe this is a minor mistake and really disappointed that chumba feels comfortable to deactivated you with no explanation I am more than happy to provide any information thay may need again I hate I had to make this complaint not trying to be difficult to get along with I just don't understand why thank you hope chumba want reprimand me for this

  Business Response

  Date: 10/10/2022

  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: 10/11/2022

  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,
  
  **********************

• Initial Complaint

  Date:09/27/2022

  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.

  My cell phone was stolen a few weeks ago and I can't access my email account that was on my phone which also happens to be the same one that is associated with my chumba account. I sent them a request asking that the email address on my account be updated from ******************** which is my old email I no longer have access to to my new email address which is ************************* I went to log into my chumba account and get a message saying my account has been deactivated. I had $101 in my account that was basically taken from me for no reason. This is not right at all. I have spent so much money playing on chumba casino and then my account gets deactivated and my $101 in it gets taken all because I ask for my email address to be updated. I have always enjoyed chumba a lot and now can't even get on it anymore. Most importantly I want my $101 that was taken from me. This is not right at all. It's unfair and completely unprofessional when I have always been such a loyal fan

  Business Response

  Date: 10/05/2022

  We have contacted the customer requesting they proceed with the requested re-verification and will continue to assist throughout the process.

  Customer Answer

  Date: 10/07/2022

  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. If the email address on my account gets changed and my account gets activated again with my $101 still in it that was there when it got deactivated then yes I will be satisfied completely in this matter
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/27/2022

  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.

  In the Month of August I had accumulated free play money to be add to my account where I currently had money put into. So during one of my plays I hit a pretty Big Jackpot and won over a $100's. Since then I have logged on and played a lot of my winnings down. Now since I am finished playing and want to keep some of my winnings, I am unable to cash out. The company continues to give me an error message stating they need to verify my account to get the cash prize. I have emailed so many times and only get automatic replies, messages it has been escalated, messages that are totally unrelated and no one, absolutely no one will address my concerns and request on verification of my bank account. I was instructed to submit my Drivers License and Bank Account Records which I have done *************** I want an answer on what is happening with my verification process and when will I be awarded my winnings?.

  Business Response

  Date: 10/07/2022

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

• Initial Complaint

  Date:09/22/2022

  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 banned me today 09/22/2022 from using their site claiming I breached their rules from a closed account (global poker) which is on the same platform owned by VGW Games. It appears they are targeting people who submit sweepstakes entries through the mail as there are hundreds of people in my ******** group who are all receiving the same message.VGW Games stays compliant with US Laws by allowing no purchase ways of participating on their platform. Mailing in sweepstakes entries is one of those methods. I have submitted close to ***** entries. Lots of the members in the ******** group also send in thousands of entries. It reasonable to say that they are targeting participants who mail in entries as its a underline cost to their business.If their claim of breaching their rules is valid then why was I allowed to purchase thsouands of dollars to play and continue to use their platform all this year? If that was the case I should not have been allowed to play at all since the beginning. I will also be submitting a complaint with the *** Cyber Crime Unit as this company is skirting US Laws by banning participants who use the no purchase necessary means of playing.

  Business Response

  Date: 09/30/2022

  We have investigated the issues raised in the customer's complaint and provided the customer with the reason for their account deactivation. We note that Chumba Casino Terms and Conditions outline clear guidelines in relation to disputed transactions and aim to protect the security of the platform and the individual's payment medium.  

• Initial Complaint

  Date:09/20/2022

  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.

  My account was closed one day and was provided no reasoning, after reaching out to support I still was provided with no reasoning. I spent a large amount of effort entering the sweepstakes and even provided any sort of documentation requested for verification only to be shown the door with no reasoning.

  Business Response

  Date: 09/28/2022

  As per clause **** of the Chumba Casino Terms and Conditions that were agreed upon on account registration, we reserve the right to place limits on, suspend, close, or refuse to open a Customer Account in our sole discretion, and have notified the customer we are unable to provide any further information regarding our decision.

• Initial Complaint

  Date:09/19/2022

  Type:Order 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.

  Starting on March 16th, I won a variety of jackpots that totalled ~$20,000. From then until this past month I would play weekly but my balance stayed around $17,000. It wasn't until this a couple months ago that I finally got my ID back from my ex, so I could verify the account. After submitting my documents for verification, I waited.. their site says it takes 24-48hrs to verify. So after a couple weeks go by, it's still pending, so I messaged them. I was answered with an auto response "hey we'll get back to you whenever we can"... So I wait... Several more weeks past by and still nothing. I sent 2 more messages and by this point I'm eager to get some type of response.. the only response I got was that I had submitted too many requests and that all but one would be closed and that they would respond whenever they could. Then with no explanation they locked me out my account. At this point, I can't help but to be frustrated and don't know how else to get this business's attention. $17,000 is ALOT to just lock someone out of their account with no explanation.

  Business Response

  Date: 09/29/2022

  We are currently in the process of investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation shortly. 

• Initial Complaint

  Date:09/14/2022

  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.

  Yes well here is my issue I have an account with Chumba Casino and with their sister casino Global Poker and both are owned by VGW and with Global Poker I sent them all my information and they verified my account and then I sent same information to Chumba Casino and yet months later I still have not been verified. I have been playing for almost a year now and I regularly buy coin packages with my debt card and up until just a couple of days ago I haven't even worried about cashing out. But last week I finally got lucky and I won ****** and when I try to cash out it says my account is still in process of being verified. And I have sent them my ID, social security card, Birth certificate and past 4 months of bank statements the same thing I sent Global Poker. I have sent them email after email after email to get this process resolved so I can redeem my ****** that I won and it seems like Chumba Casino doesn't want to verify my account so I can cash out. They have no problem taking my money for coin packages purchases but when I am trying to get the money I won they are not trying to pay me. And makes no sense if I am verified with Global Poker that I can't get verified through Chumba when they are owned by same company. They both have all the same information. And they don't really respond to none of my emails only thing that they say is they are still reviewing it and according to their rules it takes 24 to 48 hours and that time has been well gone by. All I want to do is redeem the money I won. It seems like they are doing everything they can not to pay me and I can't seem to get any help so now I'm having to file a complaint to even get the money I won. So I would like someone to help me

  Business Response

  Date: 09/21/2022

  As per clause **** of the Chumba Casino Terms and Conditions that were agreed upon on account registration, we reserve the right to place limits on, suspend, close, or refuse to open a Customer Account in our sole discretion, and have notified the customer we are unable to provide any further information regarding our decision.

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18023821
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/01/2022

  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.

  Because the lack of communication and money taken and has not been returned.A lawsuit was filed for Malta Gaming and Chumba Casino Both have forms completed .

  Business Response

  Date: 09/05/2022

  This complaint appears to be a duplicate of complaints *******, ******** and ********. As no additional information relevant to our investigation has been provided, the decision set out in our previous communication stands. We consider this matter closed.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17896448
  
  I am rejecting this response because: theyre thieves who rig their games and I will continue with this matter until it is solved professionally. Also a lawsuit is in place 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/08/2022

  As previously stated, this complaint appears to be a duplicate of complaints *******, ******** and ********. As no additional information relevant to our investigation has been provided, the decision set out in our previous communication stands. We consider this matter closed.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17896448
  
  I am rejecting this response because: and as Ive mentioned to you , the matter is not closed and a lawsuit has been started. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/15/2022

  As previously stated, this complaint appears to be a duplicate of complaints *******, ******** and ********. As no additional information relevant to our investigation has been provided, the decision set out in our previous communication stands. We consider this matter closed.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17896448
  
  I am rejecting this response because: they have not returned my money that was filed from my bank for unauthorized charges . I paid for a service to be proceed and was block and denied. Therefore I am submitting claims to my bank account for the recouping of funds for the service that was not provided. 
  
  Sincerely,
  
  ***********************