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:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive used Chumba Casino quite a few times over the past several months. There were days that I would make several gold coin purchases throughout the day. Unfortunately my bank doesnt post transactions as they occur and a lot of times it would take days to post, so it was hard to keep track of multiple purchases, even though there were many times where I thought to myself I didnt make that many transactions with Chumba. But as I was looking through my bank statement, I saw at the bottom of the statement that my bank had clustered a lot of transactions made over the past several months and I noticed almost $1000 in retry payments and return fees from chumba casino. I understand that I cannot prove 100% the amount of times *** purchased from them over the past few months, so anything that is stated as a regular purchase Ive chalked up to a loss. But clearly the retry payments are charges that were never purchased, and I dont even know what the return fees are since they are all in the amount of $25 and chumba doesnt have a package costing $25. Ive also chalked up all the international fees to a loss. Im just asking to be reimbursed for the retry payments and return fees. Thank you for your assistance in this matter

  Business Response

  Date: 07/18/2023

  We have investigated the concern raised in the customer's complaint and note that we have contacted the customer regarding our findings.

• Initial Complaint

  Date:07/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account on 7/8/23 indefinitely because the game is a total peace of crock my bank account is updating everytime I purchased something.So I know my balance immediately Well Chumba took it upon themselves to withdraw ***** dollars out of my account after I had closed my account.....I want my money back that's theft an it's no way to log in to check because they closed you out immediately I guess so they can steal an act like you purchase I want my money

  Business Response

  Date: 07/18/2023

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

• Initial Complaint

  Date:07/09/2023

  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.

  I am writing to file a formal complaint against Chumba Casino regarding the deactivation of my account on September 20, 2022. Despite numerous attempts to obtain clarification, Chumba Casino has provided no explanation for this permanent decision and has failed to credit the envelopes I am entitled to, despite having sent over ****** envelopes over the course of several months.Chumba Casino operates as a sweepstakes platform, allowing users to send envelopes in order to receive in-game currency valued at $5 for each envelope. I have dedicated significant time and effort into participating in this system, spending countless hours writing, stamping, and sending envelopes in order to accumulate the in-game currency.Regrettably, Chumba Casino has been unhelpful and unresponsive in addressing my concerns. Despite my repeated attempts to communicate with their customer support team, they have not provided me with a clear reason for the deactivation of my account. This lack of transparency is both frustrating and unjust, as I am unaware of any violation or breach of their terms and conditions that would warrant such drastic action.Furthermore, Chumba Casino has failed to credit the envelopes that I am rightfully owed. As a diligent user who abided by their guidelines, I should be entitled to receive the in-game currency corresponding to the envelopes I sent. However, Chumba Casino has neglected to fulfill this obligation, causing me significant financial and time losses.For the purpose of resolving this matter, I kindly request your intervention and assistance in ensuring that Chumba Casino provides a satisfactory explanation for the deactivation of my account and promptly credits the envelopes I am entitled to. I believe it is only fair that the company upholds its obligations to its users and acts in a transparent and accountable manner. Please find the relevant details of my account below:Account email: ************************ Name: *****************************

  Business Response

  Date: 07/19/2023

  We have contacted the customer and advised them of our decision.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20293886
  
  I am rejecting this response because: The business did not reach out to me nor reimbursed me for the money Ive put in writing envelopes to them, and my account is still deactivated. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/21/2023

  We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding our decision.

• Initial Complaint

  Date:07/07/2023

  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 the grand total of ********** on May 27th 2023. I cash out only ****, days went by without no response until I reached out to them asking how long would it be for them to approve my request, to stated that it'll be 14 business days until I hear anything, so 14 of those days went by. I received a email on June 16th saying that I needed to request for a smaller amount so I requested ****. Since then all have been getting that my request is under review and their team will look at it shortly then they'll update me. This is now a whole month later and they still haven't approved my redemption request. It's upsetting that I have won a lot of this money and scared I might not be getting none of it. I only requested a small amount to make sure my bank will accept it and they act like they can't approve that amount. I have nothing against them, I just want what owe to me.

  Business Response

  Date: 07/17/2023

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

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20290240
  
  I am rejecting this response because:

  Hi, This is *****************************, I but in a complaint about a casino Called Chumba Casino. They closed my account with $160,456 still in it after only approving me for the amount of $2500.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/26/2023

  The matter raised in the customer's complaint is currently being reviewed by senior management. We appreciate the customer's ongoing patience during this time and will update the customer as soon as possible.

  Customer Answer

  Date: 07/26/2023

  Hello, This is ***************************** and I have a open complaint about The online Chumba Casino. Chumba still has my account closed and I still have cash in my account that needs to still be redeemed. They closed my account after approving me for the amount of **** which were my first redemption and closed my account after my second redemption of ****. Which I still had the remaining balance of ******* to cash out, I screenshot so I have proof I had that amount after they deactivated my account. Please if there's in anyway you can help. All I want is my money and they can permanently close my account for all I care. Thank you.

  Customer Answer

  Date: 07/31/2023

  Please see the attached

  Hello, This is *****************************, This is my proof and for future reference that my account got closed with this amount still remains in it. As you can see, I did got to redeem only **** before the closing of the account.

  Business Response

  Date: 08/03/2023

  We are in the process of actioning our decision and will notify the customer once this has been completed.

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won a Lil over 300 on online casinos I keep sending them all my verification items such as I'd utility bill selfie and other documents that they request they keep denying them and not paying me please help

  Business Response

  Date: 07/18/2023

  We have contacted the customer regarding our decision based on the results of our investigation and we can confirm the customer's account was successfully verified.
  

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They cheated me out of my money and they froze my game on the bonus when I was playing 6$ a spin and I didnt get it back.. CHEATERS!!!!!!!

  Business Response

  Date: 07/11/2023

  We are unable to locate any correspondence from this customer, however we note that ********************** games utilize a Random Number Generator and therefore we are unable to manipulate or predict the outcome of our games. Additionally, Chumba Casino games should be solely used for fun and entertainment purposes, and we encourage our customers to reach out to our **************** team should they require any further assistance.

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, this company is refusing to refund me. After I have reported to them that the transactions wasnt authorized by me. They were automatically charging my debit card numerous of time. Please help me get my funds back.

  Business Response

  Date: 07/12/2023

  We have investigated the issues raised in the customer's complaint and have contacted the customer in relation to the outcome of our investigation. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20270259
  
  I am rejecting this response because: the merchant has NOT reach out to me about this issue. I have NO email correspondence from them. I also did not receive a refund and I have not gotten a phone call or anything. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/14/2023

  The customer has been reached out to, using the provided email. Therefore, all the findings from our investigation have been communicated to them.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20270259
  
  I am rejecting this response because:
  
  The company keeps respond with the same information. They didnt do any investigation. All the email says is that my card was used on the site and they dont charge people for the gold coins. 
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2023

  We have communicated the outcome of our investigation to the customer and have made them aware of their account status. As no further information relevant to our investigation has been provided, our decision in the matter is final.

• Initial Complaint

  Date:07/02/2023

  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.

  Chumba Casino has a program where if you send in letters following their rules for sweepstakes credit, you should be credited. I have yet to be credited at all despite sending in thousands.

  Business Response

  Date: 07/07/2023

  We are unable to identify a Chumba Casino account relating to this complaint using the email address provided from this BBB complaint. We request the customer contact us from the registered email address used to create the account.

  Customer Answer

  Date: 07/07/2023

  My complaint id is ********. I initially sent it from ********************* but was told to send it using the email used in regards to my account on ********************. ****************** is the email associated with my chumba casino account. 

  
  Regards, 

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

  Business Response

  Date: 07/11/2023

  We have contacted the customer with our decision based on the findings of our investigation.

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chumba casino has failed numerous times to pay me my winnings I've sent proof of gameplay screenshots that were not paid to me I've sent numerous emails and nothing has been resolved they have cheated me out of a lot of money and I want this dealt with on a higher level than I am personally able to achieve. I live in ******* and have been playing since about April 2023

  Business Response

  Date: 07/11/2023

  We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding our decision

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20265796
  
  I am rejecting this response because: they have sent the same reply everytime I contacted them nothing was resolved I was not reimbursed for any of the 70+ times they cheated me or took money from my account I have sent proof with pictures and screen recordings that are 100% theft or cheated money on their end. So no I'm not satisfied with the response of we investigated and see nothing wrong... ** clearly by the proof I've given them they are wrong and owe me money
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/12/2023

  As you have not provided any additional information relevant to our investigation, the decision set out in our communication of 11th July stands.

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20265796
  
  I am rejecting this response because:I never received anything from chumba asking for anything more for investigation. If that were true please screen shot the email you supposedly sent asking for these additional things. This is not true you have sent me nothing. I'm realizing the more I speak with this company the more they stand by their lies and admit no fault where fault is made. I will just advise the community how chumba chooses to deal with complaints and how much they are not willing to pay people what they are owed. This has to be the most ridiculous company I've ever dealt with. I'm very unhappy and cheated out of money chumba owes me and they refuse to pay so I think it's best to take this situation in front of a judge
  
  Sincerely, *******************
  
  *******************

  Business Response

  Date: 07/17/2023

  The complaint was investigated and we stand by our decision, as was communicated to the customer on the 11th July 2023.

• Initial Complaint

  Date:06/28/2023

  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.

  Again, Like the last buisness that keeps charging my account, over and over without my authorization . I got put in Jail on January 19, 2023 and got out May 30, 2023... While i was incarerated, I was charged about $ 195 dollars by this company over and over and over.. $ 5 at a time, as many times as they could over them 2 or 3 months i was incarcerated... How can a company be able to charge you, without authorization... No one had access to my phone or account cause it was in my property at the jail.. till i was released.... Im attaching every fraudulent charges on this email... I need my money refunded by this company... Thanks

  Business Response

  Date: 06/29/2023

  We have investigated the issue raised in the customer's complaint and note that we have contacted the customer regarding our decision.