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:08/30/2022

  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.

  Chumba casino deactivated my account, about a charge back I never personally have done. I have been a loyal customer, and would like me account back.

  Business Response

  Date: 09/08/2022

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

• Initial Complaint

  Date:08/29/2022

  Type:Product 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.

  Hello, I redeemed a prize redemption of $100 on 07/17/22 (please reference the attachment). It was processed on 07/18/22 and I was advised to wait 10 business days. However, I haven't received anything and have reached out several times and they advise me to reach out to my bank. My bank stated they don't see any pending deposits and to partner back with the merchant. At this point, I keep getting the run around and I am looking to get my deposit of $100 as promised.

  Business Response

  Date: 08/30/2022

  We have investigated the issue raised in the complaint and have made the customer aware of the outcome of our investigation. 

  Customer Answer

  Date: 08/30/2022

  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:08/22/2022

  Type:Product 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 won $7,200 on chumba casino and now all of a sudden they are saying I have some kind of past inactive account that breaches their terms and conditions but just 4 weeks ago or maybe even 3 weeks ago they paid me $700 that I won. Why are they just now saying I've reached the terms of conditions all of a sudden and I do believe I'm entitled to my winnings that I actually put money in two and won. I've asked them for proof of what I have reached and they will not respond to me I've asked to speak to a supervisor several times through email they will not respond to me and I have yet to have a supervisor contact me. I believe they are at fault for this and I believe I'm entitled to the money that I won. They have also permanently deactivated my account that I've used with them for 4 years now under the same email and the same name I've never had another account with them before active or inactive. I need to know if y'all can help me collect my money or you can point me in the right direction of what I need to do next to get my money. Thank you my phone number is ************ and my email is *************************

  Business Response

  Date: 08/31/2022

  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: 08/31/2022

  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:08/21/2022

  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.

  I joined the free casino app. I tried to unsubscribe . They will not leave me alone. They will not unsubscribe me! They are harassing me. It is a free app. No purchase. No money spent. Im tired of the constant emails which I have been unable to block! Now I am so angry that *************** with swears I cant handle this anymore!!

  Business Response

  Date: 08/26/2022

  We have removed the customer's email from our mailing lists per their request.

  Customer Answer

  Date: 08/26/2022

  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:08/20/2022

  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.

  I won $19,995 dollars requested cash out as soon as I did they put me under investigation. Asked why said it was typical review of all user accounts in their database. Drug out and prolonged the so called investigation for 3-4 months I asked about result or a finding daily and have screenshots as well as all emails to prove this. (As well as a SS of my account balance and requested cash out). And another of them withdrawing another deposit from my bank after they disabled and banned my player account refusing to pay my winnings because they claim I had more than one user account. I asked for proof of this accusation and demanded more explanation never received any proof or a detailed report of their so-called standard account review. Long story short I have been arguing with them about the accusations and have only ever used one account which was logged in through ******** and only deposited from cards with my name and through this one account I win $19,000 after 2 years of playing. And a load of deposits and what not invested and deposited to the company. To get the ***************** after I tried to make my first withdrawal best explanation I got was several accounts registered from same play area/locale or IP address but again I only used my one account through ******** and I know for a fact that the city I live in has ***** people with my exact name etc.. this is ******** want my money from them or a refund of the thousands I deposited and they stole over 2-3 years and then accepted/took without consent after banning and deactivated my account and now wont even respond my emails this is scamming, conniving, illegal, unacceptable service and is or should not be allowed. As you will read in the emails they claim to have proof but never once showed me this so called multiple accounts registered proof just repeated statements and robot like responding please help me here

  Business Response

  Date: 08/30/2022

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

• Initial Complaint

  Date:08/13/2022

  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.

  This company I believe is running a illegal scam of ripping people off there machines are entirely set up to rob people trust me I am a gambler so I know what winning and losing f****** means and i understand what losing means and winning means by fairness these f**** are straight f****** robbing people and yet our government allows such f****** acts of illegal gambling over the internet explain to me I have proof I had **************************** less then twenty mins how the f*** is that even possible by any f****** standards of fairness I couldnt lose that much money at any casino in **************************** I ****** a lot thats what I do but never in my life have I ever even imagine losing that much money in less then 30 mins then there practices of fairness to there players are unimaginable unfair I see people getting 400 to **** dollars of free sc coins which is basically money free and I have only received two 50 dollar sc coins since I spent over one million dollars worth of spins thats all they gave me so I emailed them and asked why I dont receive such comp for my play as I see others post on there ******** page and they told me that is entrirely on the play the person plays which in my mind one million dollars worth of spins doesnt count for nothing ? What are they spending 5 million dollars ? ******** I call ******** I feel I have been treated very unfairly not comp right and straight rip off if you need any proof let me know Ill be glad to shown you everything you need to know because I been gambling for twenty years and I put it on everything it would be f****** impossible to lose that type of money that fast at any casino in **************************** therefore this f****** rigged f****** operation they have going is scam ripping off millions of ********* I dont want anything I want someone to shut this f****** operation down because I am a tribal member of a federal recgionzed tribe of this country and we have casinos they aint bad

  Business Response

  Date: 08/22/2022

  We have investigated the issues raised in the customer's complaint and have made the customer aware of the outcome. We note that Chumba Casino games utilise an externally verified 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. 

• Initial Complaint

  Date:08/11/2022

  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.

  Transactions dates were on July 16th 2022 Total amount was $1230. The Business said I had an account with them at the time of these transactions. I did not even have an account I could log into. I provided them with screenshots of this and how I did not have one. I requested evidence showing the transactions were tied to an account under my name, email,, or ******** login. They still have not provided such evidence and will not. I had to report the card the transactions were made on since this was not me who did so. so if a refund is issued it needs to be to my bank account with routing number ********* and account number ************ since asking the business for a refund they have blocked the account that was still pending verification so can not even do anything.

  Business Response

  Date: 08/22/2022

  An investigation into the customers account has revealed the origin of the transactions and the customer has been informed.

• Initial Complaint

  Date:08/07/2022

  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.

  I recently filed a complaint with the BBB about chumba , chumba reached out to me and decided to Permanently deactivate my account because I reached out to the BBB and filed a complaint against them . Much like retaliation because I asked about their games being rigged. I was reached out by a **** and received one response to get my pending redemption approved and he has yet to return any of my emails / or receive my pending redemption from them. In total Ive spent over 13k from them. This is a pay to play business and I was not able to play my winnings and or any else money because my account was deactivated permanently for reaching out. I never once since playing with them done anything or went against their protocols per their agreement thats signed upon signing up. I would like my account to be reactivated stated in their terms and agreements that I have done nothing wrong and my money that was played along with my pending redemption to be cashed out. Again this is in their TERMS AND CONDITIONS that they cannot terminate a player unless valid reason which was not given to me upon their decision.

  Business Response

  Date: 08/10/2022

  This appears to be a duplicate of complaint No. ********. As such our decision as stated on 3rd August 2022 stands. 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17685561
  
  I am rejecting this response because:
  
  no , its not a duplicate. Youre still not providing the specifics on why its deactivated. 
  Sincerely, 
  
  ***********************

  Business Response

  Date: 08/16/2022

  No further information relevant to the complaint has been provided. As such our decision regarding complaint No. ******** as stated on 3rd August 2022 stands.

• Initial Complaint

  Date:08/05/2022

  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.

  My name is *****************************,I wanted to file a despute or get some advice about the money i won on Chumba Casino july 6,2022 which was 14,057,00.The day i won the money i went to redeem it and went threw the whole verification process and a few days later i recieved an email from Chumba Casino and they said they were'nt gonna be able to process the redemption because.It showes on there side that i wasnt playing with my sweep coins i was playing with my gold coins,but if that was the case i wouldnt have a screenshot of my winnings.Well i sent that to them,but there final descision was no redemption

  Business Response

  Date: 08/10/2022

  We have completed a thorough investigation into the customer's gameplay history and provided the customer with our decision based on this investigation. We note that the customer can access their gameplay history through their Chumba Casino account or request a specific time period from our **************** team. 

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17679977
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/16/2022

  I dont understand how chumba casino can decline my winnings,When i have proof of my sweep coins that i won.If i were playing with my gold coins.My screenshot would show that i was playing with my gold coins but it doesnt.I shouldnt even be having to make a complaint or anything.I won them sweep coins and didnt do anything wrong on my behalf.

  Business Response

  Date: 08/24/2022

  Customers can access their gameplay history through their Chumba Casino account or by requesting a specific time period from our **************** team. We have informed the customer of our decision to maintain the previously mentioned result based on our investigation based on the recorded results within their gameplay history.
  

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17679977
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/26/2022

  I dont agree on *****'s descision.Just for the whole fact that i have proof of my winnings and if it were the case that they say i was playing with my gold coins i would want to see there proof of my gold coins in that amount of my sweep coins.I won fair and square.Is it because of the amount that it is,If thats the case i will settle for 5,000.Im not trying to get rich off the game u know me and my family could use some of that money for personal issues.Thank you for taking the time to hear me out i really appreciate it.

  Business Response

  Date: 09/08/2022

  We have reviewed the information provided from the customer and maintained our decision as stated on 8/24/2022. At the time of the customer's gameplay session their gameplay history shows that the customer was playing in Gold Coin mode. When the customer switched over from Sweeps Coin to Gold Coin mode there was a slight delay in the coin bar at the top of the screen showing the incorrect gameplay mode for a short period of time. The customer has been made aware of these findings and can confirm this through their gameplay history. 

   

  Chumba Casino

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17679977
  
  I am rejecting this response because:
  
  Sincerely,I would like chumba to send me a image of my gold coins being at the amount my sweep coins are on my screenshot.So with proof that i won the money on a screenshot.Chumba doesnt want to pay what is rightfully mine.Its not my fault your website malfunctioned like you said it did.I dont know what its gonna take me to do to get my money.Im not giving up
  
  *****************************

  Business Response

  Date: 09/15/2022

  The customer has been advised of the corresponding gameplay history showing that their gameplay was in Gold Coin mode at the time of the screenshot. We have sent the customer a copy of their gameplay history on 16/9/2022 to confirm this. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17679977
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/17/2022

  Im not giving up.I won fair and square its not my fault there game missed up.i was playing with my sweep coins not my gold coins.It makes me wonder if chumba casino has that kind of money and if they need to make to where people that play cant win that much money.Im not trying to make chumba look bad either i didnt think i was goong to be having to go threw all this non-sense.If its because i won with the sweep coin they give everyday im sorry.I was having luck that day.I never have anyluck on anything.I dont have money like that to put on chumba casino or any casino i play.I won 350 on chumba casino after i won the ********** and chumba had no problem redeeming that money to me.

  Business Response

  Date: 09/25/2022

  The customer has been sent a copy of their gameplay history as requested. As the customer has not provided any new additional information relevant to this case, our decision as stated in the previous response still stands. We now consider this matter to be closed. 

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17679977
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2022

  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.

  I won **** thousand dollars they said I spent I never did and my history will show that so the only conclusion I can come up with they took it back then deactivated all of my accounts and stopped responding to emails

  Business Response

  Date: 08/09/2022

  We have conducted a thorough investigation into the issues raised in the customer's complaint and have provided the customer with the outcome of our investigation.

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17675220
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/10/2022

  I had won **** dollars the say I spent it back but no I had cashed out I dont know if it was someone on their side but they it was me but I would never and there was know one else in my house and my history clearly shows that I wouldnt do that. All Im asking for is the money I won nothing to do with the fact that all the stress of all this and them pretty much calling me a liar and a thief putting me in the hospital all I want is what Im owed

  Business Response

  Date: 08/10/2022

  We have conducted an extensive review of the customers gameplay history and found that all associated SC was allocated to the account and legitimately played through. Additionally, we have made the customer aware of the outcome of our investigation. We note that gameplay history is available via the customers account or by contacting customer support.