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Business Profile

Online Gaming

Chumba Casino

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 325 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/28/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have an account with ******************** Social Casino and had read pretty good reviews so decided to give them a chance. BIG MISTAKE. After months of taking my money and losing repeatedly, depositing 100s of dollars to no avail, I finally win $25 and attempt my first withdraw. To which I am told that I have another account in my name and due to this my money and redemption is all forfeit.

    Business Response

    Date: 09/07/2023

    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: 09/08/2023

     
    Complaint: 20535139

    I am rejecting this response because:

    You offered no solution but to take my money and offer nothing but to keep my money this is not a resolution but a clear scam


    Sincerely,

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

    Business Response

    Date: 09/11/2023

    As the customer has not provided any additional information relevant to our investigation, the decision set out in our communication on 7th September 2023 stands. Please note, as stipulated in clause 6.4 of our Sweeps Rules: Sponsor/Promoter will only process a prize redemption if the redeemed value of the prize is US$100 or more (i.e. a minimum of 100 eligible Sweeps Coins). Consequently, a Participant's Customer Account must have a balance of at least 100 Sweeps Coins before requesting a prize redemption.

    Customer Answer

    Date: 09/13/2023

     
    Complaint: 20535139

    I am rejecting this response because:

    You have all sorts of smaller prizes offered to redeem you took my money and as soon as I was able to redeem a prize you closed my account, anyone reading this DO NOT PLAY ON CHUMBA CASINO IT IS A SCAM


    Sincerely,

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

    Business Response

    Date: 09/20/2023

    The customer's account was deactivated due to their breach of Chumba's Terms and Conditions which the customer agreed to at the time of account registration. As the customer has provided no further information of relevance to the investigation, our decision on this matter is final.

    Customer Answer

    Date: 09/20/2023

     
    Complaint: 20535139

    I am rejecting this response because:

    Chumba Casino is closing my account and stealing my money on false pretenses funny how the first time I try and redeem their virtual coins they claim I breached their conditions offered no evidence and kept all my money

     

    DO NOT SPEND MONEY WITH CHUMBA CASINO


    Sincerely,

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

  • Initial Complaint

    Date:08/25/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had deposited so much money. Went through the whole account verification years ago. I cash out ***** and they deleted my account for no reason. I've paid out over **** this year alone and I cash out **** and they delete my account I want my money back i put in or my **** I cashed out

    Customer Answer

    Date: 08/28/2023

    Please see the attached

    I am attaching a photo . A screen shot of my **** cash out approved from chumba casino 

    Name *****************************

    Dob 09/06/1990

    Phone ************

    Address ******************************************************

    Business Response

    Date: 08/31/2023

    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: 09/05/2023

    Hello good afternoon,chumba casino deposited my $1,200 yesterday just wanted to say thanks 

  • Initial Complaint

    Date:08/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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, when you submit your complaint, guarantees you can speak with a Casino Manager if you are not satisfied with their response. I have asked for a Casino Manager 3 separate times and my tickets are simply closed with no response. Terrible customer service. They don't care about their players that spend money with them!

    Business Response

    Date: 09/01/2023

    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: 09/01/2023

     
    Complaint: 20510036

    I am rejecting this response because:

    Chumba Casino emailed me asking for proof that their complaint form guaranteed that I would have the opportunity to speak with a Casino Manager. I provided them proof from their own website. I've added 2 attachments as proof of this. 

    Being left to wait on an investigation to conclude when I've already been waiting weeks to speak with a Casino Manager is extremely unprofessional at this point. So I'm rejecting this response until I see the results of this investigation. 


    Sincerely,

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

    Business Response

    Date: 09/06/2023

    We have escalated the customer's complaint to upper management who will contact the customer directly in relation to the outcome of their complaint. 

  • Initial Complaint

    Date:08/21/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    There was fraud on my account I notified ********************** right away which they did nothing so when I disputed the transactions with my bank the charges were reversed. So once that happened chumba tgen closed my account and refuses still to this day to reopen it.

    Business Response

    Date: 08/29/2023

    We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding our decision relating to the status of their account.

    Customer Answer

    Date: 08/29/2023

     
    Complaint: 20499364

    I am rejecting this response because: they did not do a proper investigation. If they did I would have never had to dispute the charges with my bank at the time. So what proof do they have. This us how they discriminate against people and customers. They quote a section of their policy which has no rhyme or reason as to what happened if they would have done their job right in the first place

    Sincerely,

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

    Business Response

    Date: 08/29/2023

    As you have not provided any additional information relevant to our investigation, the decision set out in our communication of 29th August 2023 stands.

    Customer Answer

    Date: 08/30/2023

     
    Complaint: 20499364

    I am rejecting this response because:I did provide supporting documents as well as explained what happened then your team just deactivated my account without investigation or anything 

    Sincerely,

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

    Business Response

    Date: 08/30/2023

    We have contacted the customer with the outcome of our investigation and will be maintaining our position as was advised on the 29th August.

    Customer Answer

    Date: 08/31/2023

     
    Complaint: 20499364

    I am rejecting this response because:for  what reason? You can't even give a intelligence response 

    Sincerely,

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

  • Initial Complaint

    Date:08/21/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase on Chumba Casino in the amount of $10. I played one game and then stopped playing. When I went back on to play my account was deactivated due to verification reasons. I wrote Chumba Casino back explaining to them that my ID is expired and that I have not had the chance to re-new it and that I didn't know when I would be renewing it, so I asked for a refund and for my account to be closed. They refused to give me a refund and keep asking for my ID. If I had known at the time of signing up with Chumba Casino that a ID was necessary. I wouldn't of signed up. I just want my refund of $10 and they are making a bigger issue of it then it needs to be. I paid for something that I can't even use cause my account is still deactivated, but yet they want to keep my $10.

    Business Response

    Date: 08/30/2023

    Chumba Casino 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 may result in a player being unable to use the platform if this cannot be provided. The customer was not able to provide Identification and has been advised of their account status.

  • Initial Complaint

    Date:08/19/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 8/19/2023 i submitted a redemption of $100.07 USD which is my second time redeeming with chumba casino. My first time redeeming the redeem amount was higher which was $700 USD and it was approved and received the same day now that i redeemed a second time the amount is lesser and chumba casino has yet to approve and payout my redemption i have read on many reviews from other people who also utilize the chumba casino platform about issues with their redemptions and chumba casino to not payout in other words be sometiming when it comes to paying players their winnings my thing is chumba casino didnt wait to take my funds to earn my redemption so i should not have any wait or hassle receiving my winning i reached out to chumba casino via their ******** page and they responded telling me redemptions that are high in amount can take longer processing time so for my winning to be only $100.07 USD which is not high in amount they havent even approved the winning yet at least.. and again my first redemption was way higher than my second and they payed out and sent my winning the same day in minutes. So please help me in reaching a resolution if chumba casino pays my redemption that i earned then this claim / complaint can be closed and i will follow up if so.

    Customer Answer

    Date: 08/21/2023

    Hi my name is *********************** the matter for complaint numbef ******** has been resolved please close the complaint thank you 

    hi my name is *********************** phone number on my complaint is ************  the complaint number is 

    ********

     My email is ****************** i recently submitted a complaint against chumba casino i will like the complaint closed now as the merchant just now went ahead and cleared things up and the issue is now resolved so no need for the BBB now thanks 

  • Initial Complaint

    Date:08/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have made multiple deposits a just about broke even maybe up about 50-60$. When I go to cash out it says my bank account is pending verification, it has been pending verification for weeks now.

    Business Response

    Date: 08/21/2023

    Due to privacy laws we are only able to discuss *************** with the registered account holder. As such, we request the customer respond to said communication via their registered email address

  • Initial Complaint

    Date:08/16/2023

    Type:Billing Issues
    Status:
    Answered
    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 online:I had 150 dollars in my account and was suddenly banned and they are not responding to me at all. I have submitted several tickets with them now.

    Business Response

    Date: 08/16/2023

    Due to privacy laws we are only able to discuss *************** with the registered account holder. As such, we request the customer respond to said communication via their registered email address.

  • Initial Complaint

    Date:08/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Joke if a casino. Numerous occasions during bonus play froze up never got my bonus play.

    Business Response

    Date: 08/22/2023

    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.

  • Initial Complaint

    Date:08/15/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Request #********: Original complaint to Chuma Casino.Refused refund. Charged my account after $10.00 offer. Charged me over $100.00

    Business Response

    Date: 08/17/2023

    A member of Chumba Casino's **************** Team will contact the customer regarding the results of our investigation.

Chumba Casino is NOT a BBB Accredited Business.

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