Online Gaming
Chumba CasinoThis 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.
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Submit a ComplaintThe 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:08/14/2023
Type:Service or Repair IssuesStatus: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 roughing $1,400 using the online casino ChumbaCasino, but when I attempted to verify my account so that the money could be deposited in my bank account, my account was suspended without cause or notice. I have tried contacting the company multiple times to no avail.Business Response
Date: 08/24/2023
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.Initial Complaint
Date:08/14/2023
Type:Service or Repair IssuesStatus: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 have been with Chumba Casino for more than 3 years and have spent almost ONE MILLION DOLLARS playing within the last 3 years. I have been mailing in envelopes for the last 3 years as well. Last week my envelopes were rejected for NO REASON AT ALL. They used to give warnings and have no responded to any reason why my envelopes were rejected. I have done absolutely nothing different and have followed every rule when it comes to it. One week with no answer or resolution is distasteful. I have recommended Chumba to almost everyone I know and after the lack of communication and I am in awe.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:08/09/2023
Type:Sales and Advertising IssuesStatus: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.
July 8 I redeemed ***** in winnings on Chumba casino 2 hours later they shut my account down in the middle of playing and I had 1 k in play so ***** is what im owed I have been playing Chumba for year online and have done nothing different in how I pay to them to purchase my coins to play and nothing has changed they just close my account do not pay what they owe me this is completely fraudulent and it needs to be resolved im beyond frustrated I want my ***** or every ***** I ever put into chumba for not getting the money I won so im not getting goods for services I paid this has been over a month WITG no response no resolutionBusiness Response
Date: 08/15/2023
After investigating the customer's complaint, we will be maintaining the decision stated 5 August 2023. We consider this matter closed.Customer Answer
Date: 08/16/2023
Complaint: 20443919
I am rejecting this response because:
Its clearly unacceptable I have done nothing different in a year playing on Chumba.. had no problem taking my money and I win ***** and close my account and take my money if Chumba is not going to pay my ***** I want complete refund of every ***** I put in to Chumba since opening my account im not getting good for services I paid I sent an email asking for complete deposit history still have not received this is completely unacceptable and its fraud and its scammed customer that was completely loyal still dont even have an answer on any of this whole situation just steal from customers cuz chumba dont want to pay all of this is unacceptable and I WANT A REFUND AND RESOLVE THIS COMPLETELY FRAUD COMPANY
*************************************Business Response
Date: 08/16/2023
We will be maintaining the decision stated 5 August 2023. We consider this matter closed.Customer Answer
Date: 08/16/2023
Complaint: 20443919
I am rejecting this response because: this is not resolved HOW DO I GET MY MONEY I WON ***** 1 k in play so ***** I did nothing to deserve this I want my money the matter is not closed not resolved send me my check I won..I absolutely did nothing to be treated this way I want my check not acceptable how do I get in touch with your corporate CEO no one can help answer questions resolve respond?
Sincerely,
*************************************Business Response
Date: 08/17/2023
We will be maintaining the decision stated 5 August 2023. We consider this matter closed.Initial Complaint
Date:08/07/2023
Type:Product IssuesStatus: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 ******* on ***************************** are not payin out the money I won cant speak to any one I just want to be paidBusiness Response
Date: 08/08/2023
Chumba Casino has legal obligations and is required to follow standard 'Know Your Client' protocols, as well as undertake 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. We can now confirm that the redemption in question has been processed.Initial Complaint
Date:08/06/2023
Type:Product IssuesStatus: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 is quick to let you deposit money but when it comes time to verify your identity to withdraw money they give you the run arounds. Its been over a month and my information is still waiting to be verified. The information on their site states it takes ***** hours to verify. Big scam. Ive emailed and emailedBusiness Response
Date: 08/15/2023
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:08/03/2023
Type:Customer Service IssuesStatus: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 just want an email back. And my credits they owe me. I know for a fact I write the envelopes correctly and they have denied them and won't say why. The customer service has failed.Business Response
Date: 08/10/2023
The concerns outlined in the customer's complaint have been investigated and our customer service team have contacted the customer with the outcome. It is important to emphasize that the postal submissions submitted did not align with the guidelines specified in our Sweeps Rules, which can be found at: ***************************************************Initial Complaint
Date:08/01/2023
Type:Service or Repair IssuesStatus: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.
August 1,2023 Was rejected for no known reason and have not been given an explanation as to why this was done First of all I don't want to post here but feel I don't have a choice considering chumba is not responding to my support tickets I love chumba after a hard day of work I work with the dead and chumba is fun way to relax after a long day I have been participating in the mail in free sweeps for 2years now and have never had a problem until now no warning or anything just trash my entries and will not even tell me what I did wrong so I can correct it is disrespectful to me a customer that has played for years and has also told others to play I feel as if I have been spit in the face like I don't matter although it's $5 per envelope the time it takes to do them and purchase supplies are not free to me I respect Chumba Casino but Chumba don't respect me to even give me a warning please have mercy on me and release my credits I will follow all rules I sincerely apologize if I did something wrong again I didn't want it to come to this I just want the respect and consideration to be fair on both sidesBusiness Response
Date: 08/08/2023
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: 08/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to **** accept actions in this matter thank you for your response I will be more aware in the future
Sincerely,
**********************Initial Complaint
Date:07/31/2023
Type:Product IssuesStatus: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 send in envelope entries to enter the sweepstakes offered. I am meeting all requirements of my entries and my entries have been rejected for the last 3 weeks. I have reached out multiple times for information on why my entries were rejected and I am unable to get a response. I have asked for copies of the rejected entries as well as the postmarked date as this initial response was I abbreviated my city which is not correct but they refuse to respond to any of my requests. Additionally they have not credited me for any of my entries.Business Response
Date: 08/07/2023
The customer has been contacted regarding the results of our investigation into the status of their Postal Requests.Customer Answer
Date: 08/08/2023
Complaint: 20403989
I am rejecting this response because: I was rejected 4 months ago and no mention was made about me abbreviating my city on my envelope. Only about me abbreviating my city on the insert. The issue was corrected and I have been sending my slips since I have made my corrections months ago and been getting my credits. Then out of no where they decide to make a new rule and reject me again. No where in the rules does it state I cannot abbreviate my city on the envelope. Additionally it took 4 weeks for a response and I have been sending in my slips per there rules so because of the lack of customer service and getting a response I have waisted alot of time and money because they are now making the rules as they go.
Sincerely,
*******************Business Response
Date: 08/08/2023
As the customer have not provided any additional information relevant to our investigation, the decision set out in our communication of 8 August 2023 stands.Customer Answer
Date: 08/14/2023
Complaint: 20403989
I am rejecting this response because: as you can see in the screen shot no where does it say I have to put my return address as it is shown on my Id. The rules for the insert stated specifically it has to be shown as on my Id. Additionally it does not even say I have to use the same address as my residential address. And if this is the rule for me it should be the rule for everyone. You cant just pick and choose who you enforce this made up rule on.
Sincerely,
*******************Business Response
Date: 08/14/2023
As the customer have not provided any additional information relevant to our investigation, we will be maintaining the decision set out in our communication of 8 August 2023 .Customer Answer
Date: 08/16/2023
Complaint: 20403989
I am rejecting this response because: customer service has not provided the details I requested. In the rules it does not say I cannot abbreviate my city on my envelope and when I asked previously the reason my entries were rejected there was no mention of me abbreviating my city on the envelope. In the rules it does not say the address has to be how it is shown on my ID I have been abbreviating my city regularly and never had an issue. I also know several other people who do the same and have never seen a rejection. If this rule applies to me it should apply to everyone one not me. I started seeing rejections after I won a decent amount on your site. I think the decision to reject me is unfair and no one at Chumba really pays attention to my request for more information. I create a ticket for service and the just close it with no response. I spend my time writing my slips and make sure they perform to the terms set out and yall look for a reason to not credit my entries. Customer service does not review my concerns the only give a generic response that has nothing to do with my concerns.
Sincerely,
*******************Initial Complaint
Date:07/26/2023
Type:Service or Repair IssuesStatus: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 $550,000 on chumba bingo and they won't pay me. Chumba said my win was divided among all winners and gave me $40 there is nothing in the ruels saying prize dividedCustomer Answer
Date: 07/26/2023
June 29 bingo "the big one" during the rolloff game I won the #9 rolloff x2
And the # ** rolloff
I received $40 for my win.
I should have received $550,000
1) I have been told that jackpots can not be won during the rolloff and the ruels say that also.
a) The $250,000 jackpot was won during regular play.
2) The ruels for bingo say that the rolloff prize will be listed along with the rolloff # and pattern to win that prize.
a.) The rolloff prize listed for #9 that i won on 2 cards was $150,000 the #** $250,000
3) I was told to check my gaming history and that the amount of $40 was correct
a.) When I check my gaming history for the 29th it says ******** Available. "
4) I was told that my $40 received was correct because my win was divided among all remaining players.
a.) There is no ruels that say anything about prize division.
b.) If my cut was $40 that would mean over ****** people also got $40 on my win.
5) I have contacted Nemours outlets and have been given the run around.
a.) My dispute has been answered with answers not consistent with the ruels listed.
b.) No evidence of the literature sited in the ruels to support denying my claims have been shown to me.
c.) I have specifically asked to see the ruels saying my win must be shared.
6) I won and the prize listed is not what I received.
a.) That is not fair or honest and I am deserved my winnings.
Business Response
Date: 08/01/2023
Due to the customers decision to invoke clause **** of our Terms and Conditions (T&Cs), this matter was reviewed by a third-party examiner that found the customer was provided with the correct number of Sweeps Coins following their win during the Roll On stage of the Big One Bingo. As such, we consider this matter closed.Customer Answer
Date: 08/01/2023
Complaint: 20377422I am rejecting this response because:The 3rd party mediation gave 2 options the 1st option was for a "Binding" deshion and the 2nd option was for a nonbindind deshion. I chose to receive a binding deshion, however Chumba declined and did not agree to accept a binding mediation deshion and chose nonbinding mediation instead. The mediation received was "non binding" so consequently this matter is in fact not closed and no binding resolution has been achieved.Sincerely,***********************
Sincerely,
***********************Customer Answer
Date: 08/02/2023
Please see the attachedPlease not the follow discrepancies and add them to my reason for not accepting Chumbas response.
1) I did not think I won " the big one" or the jackpot. I was well aware of the Bingo rooms name and the prizes.
2) I am very much aware that my win was the #** rolloff and the #9 rolloff times 2 and that the rolloff was separated from the regular bingo play
3) The rolloff ruels clearly say that the rolloff is separated from the original bingo game and that the rolloff # , pattern, and prize up for grabs will be listed.
4) The #** rolloff pattern required a cover all to win as shown in the picture, the #** rolloff did not require a full house and I did not think I won based on a full house card.
5) The full house jackpot was part of the regular bingo play
6) the rolloff prize for #** cover all during the rolloff game was clearly listed on the screen like is states in the rolloff ruels
7) the #** rolloff said a cover all was required and the prize was $250, 000The #9 was $150, 000
8) Chumba did not deny that I won $550,000 Chumba acknowledged the win and said my win was divided among the rest of the winners and that is why my portion was $40
9) Chumba and the Mediation have failed to provide proof of the language in the ruels literature. Also my request to have the ruels statement that my win is subject to being shared pointed out to me so I can read it for myself has been repeatedly ignored and not acknowledged
**) I have also requested to see the list of winners for the Bingo game. The ruels say that the winning players data will be shared and listed under my gaming history.
11) Chumba claims that they payed a estimated ****** other players $40 on my win and instructed me to reference my gaming history to reflect that.
12) There is no gaming history data available. Nothing on the date of my win or on Any other date. There is not even history of the $40 they payed me
13) I have asked for relevant information, information that the ruels say will be available and have been denied access to the data that chumba is based their claim on.
Thank you ,***********************Business Response
Date: 08/08/2023
We have communicated the outcome of our investigation to the customer. As no further information relevant to our investigation has been provided, our decision on the matter is final.Customer Answer
Date: 08/09/2023
Complaint: 20377422
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 08/09/2023
I am rejecting this response because:
1) Chumba has ignored what I have provided and intentionally has not responded to any concerns I have expressed.
1a) I provided screenshot from my play that shows (3) three winning cards during rolloff play. The #9 #9 #**
1b) I have provided a screenshot of the rules listed on Chumba that say the rolloff # prize and patter will be listed to show what is the win amount up for grabs and the pattern required to win the prize
1c) I provided a screenshot of the games section highlighted where it clearly says #** Rolloff $250,000 and a coverall pattern required to win
1d) Chumba associated meadeation responded and stated " I the customer thought i won THE BIG ONE when that was actually the rooms name." Implying i was confused and made no reference to any evidence provided and never has Chumba
1e) Chumba associated meadeation rueled in favor of Chumba unethically and pourpously to cover up the illegal actions of Chumba and making legal action more difficult intentionally as a road block to legal action.
2) Requested that Chumba could reference where in the ruels it says that my win is shared.
2a) Chumba did not provide any references to the ruels requested
2b) I have provided screenshots of the ruels listed that support my claim and go against theirs
3) Chumba ignored the screenshots did not respond to the evidence I provided and provided nothing to support denying my claims
3) Chumba has a system established that allows them to take advantage of customers while still operating and keeping the appearance that Chumba is operating legally and seemingly without any care that Chumba is putting the entire operation in jeopardy and potentially causing the closing the ** and other loopholes allowing Online Casinos to operate.
4) Chumba couldn't present any defense to my claims.
4a) Chumba exposed the process of hiding and covering up their illegal business practiceses.
Note: Chumba you presented nothing to support denying me the amount of $550,000 Five hundred and fifty thousand dollars. That amount is nothing compared to what is at risk. There is no greater weapon than intelligence the public may not possess much intelligence even as a whole. I however do possess sum degree of intelligence and does the BBB. Your position on this matter is illegal and Intelligence will prove this.
I won ?? according to Chumba ruels of play and I respectfully ask that Chumba pay me the amout of $550,000 five hundred and fifty thousand dollars fpr my BINGO win and because that is the intelligent decision to make in this circumstance.
Sincerely,
***********************Initial Complaint
Date:07/25/2023
Type:Sales and Advertising IssuesStatus: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.
So Chumba Casino and Luckyland casino both operate under VGW Games Limited and they both operate as if they were a sweepstakes and not a casino. Under rules of a sweepstakes you must offer free entries. To get these free entries or credits you mail in index cards with your info and a statement that they have you write. For each envelope and index card you get $5. This is unlimited. They operated fairly for a while but both have decided to start cheating by declaring those index cards invalid. Ppl hand posted screenshots of their responses to inquiries about disqualifications. Both casinos have started disqualifying cards for reasons that are so pathetic it is embarrassing they can still operate as a sweepstakes. Examples of disqualifications include :The period at end of sentence looks like a coma (,)The only had one . A coma (,) was missed in a sentence. Any abbreviations are being disqualified The worst part now is that they are doing it to so many of ppl they stopped answering emails. *** had more rejections in two weeks than in the first three years. They have over 100 envelopes and cards for each casino that they are unwilling to accept. And they wont even tell me why. They are a gambling site (which is illegal to run ) unless they offer these free credits. They are not honoring their end of bargain. Ive gotten emails in past from them that make fun of my disability as well. My handwriting is affected by disability and they have joked about it. Overall its the biggest scam going. They owe me $500 in credits for both chumba and lucky due to my 200 envelopes and cards. (100 on each site )Business Response
Date: 08/02/2023
The customer has been contacted regarding the results of our investigation into the status of their Postal Requests.Customer Answer
Date: 08/02/2023
Complaint: 20376874
I am rejecting this response because:The response I received stated this:
When investigating this matter, careful attention was paid to your account history. Following this investigation we can confirm, as previously stated, your postal request/s for free Sweeps Coins do not satisfy the requirements of clause 3 of Chumba's Sweeps Rules. As a result, your request/s are not able to be processed and no Sweeps Coins will be added to your account.
so my question is now what does my account history have to do with a neurological condition effecting my spelling of receiving. My requests were denied due to that. Thats not in doubt because I provided the email from you that states that. So why is my account history relevant?my suspicion is that I am not a profitable customer. My requests in the past and the free credit has completely erased your profit margin. Or simply, you are taking your ball and going home. Im not going anywhere.
Sincerely,
*****************************Business Response
Date: 08/03/2023
As the customer have not provided any additional information relevant to our investigation, the decision set out in our communication of 2 August 2023 stands.Customer Answer
Date: 08/03/2023
Complaint: 20376874
I am rejecting this response because:
I have provided emails, screenshots and proof of fraud or at least unethical business practices. I have forwarded all of that to several government agencies that deal with things of that nature. All of it is supported by your employees own words and emails and screenshots - its out of my hands now
Sincerely,
*****************************
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