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Business Profile

Online Gaming

Chumba Casino

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

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:06/28/2023

    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 need the ****** into my ACCT thry said they het me and they took my ACCT info down...

    Business Response

    Date: 07/05/2023

    Per clause **** of the Chumba Casino Terms and Conditions, Sweeps Coins are only valid for 60 days from the date a customer last logged on to their Customer Account and will thereafter automatically expire.

  • Initial Complaint

    Date:06/27/2023

    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.
    My account was deactivated about 5-6 months ago. At the time, I had over ****** sweeps on it. They re-activated my account 2-3 months later, but my sweeps were missing. I then reached out to them, and that was in March.It has been 3 months, and they still have not restored my missing sweeps. Since March, I have communicated with them multiple times, and they always say the same thing: That they are investigating. The only reason my sweeps are missing is because they deactivated my account.I just want them to restore what is missing because it's not my fault.

    Business Response

    Date: 07/06/2023

    We are still in the process of reviewing the issue raised in the customer's complaint. We appreciate the customer's patience during this period is and will contact the customer with an update shortly.

    Customer Answer

    Date: 07/07/2023

     
    Complaint: 20242383

    I am rejecting this response because:

    This is the same response I have been getting for 4 months!!! All I want is for you guys to restore what was wrongly removed.

    Sincerely,

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

    Business Response

    Date: 07/13/2023

    We are still in the process of investigating the issues raised in the customer's complaint and will provide the customer with an update shortly.

    Customer Answer

    Date: 07/14/2023

     
    Complaint: 20242383

    I am rejecting this response because:

    Same thing I've heard for 4 months...

    Sincerely,

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

  • Initial Complaint

    Date:06/23/2023

    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 won a large sum of money and it was sent back to chumba casino I cannot get a response on how to receive my funds I've emailed them several times this is 20 THOUSAND DOLLARS THAT BELONG TO ME

    Business Response

    Date: 07/02/2023

    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:06/22/2023

    Type:Sales and Advertising 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 won ***** $ on Chumba a they refuse to pay . They had to verify my information then they closed my account an said they were not Gonna pay because I had Other accounts on other game suit

    Business Response

    Date: 06/27/2023

    Unfortunately, we were unable to locate a Chumba Casino account linked to the provided email, and thus we are unable to assist the customer with their complaint. To obtain support regarding Chumba Casino games, we kindly advise our customers to contact our Customer Support team using their registered email address.

  • Initial Complaint

    Date:06/22/2023

    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 been trying for 4 weeks to cash my money out and for some reason they refuse to let me have my money. I won ****** and they won't give it to me. They keep giving me the run around and its ********.

    Business Response

    Date: 06/29/2023

    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:06/20/2023

    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 won 200 dollars on lucky lines slots. They won't let me know where I am at in the variation process or pay out the money. I have submitted everything I ** they ask for. They make it as difficult as they can to get verified. I did not like sending my bank statements. Those are private and contain a lot of private info. There is no need for them to sew them

    Business Response

    Date: 07/13/2023

    Per clause **** of the Chumba Casino Terms and Conditions, should customers choose to redeem Prizes for cash they acknowledge and agree that it may take up to 10 business days to process the relevant payment into their nominated bank account. Once the 10 business days have passed after 17 July 2023 and the redemption still has not been received, we encourage the customer to contact our **************** Team.

  • Initial Complaint

    Date:06/20/2023

    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.
    This business has verified my account and my cards and has no problem taking thousands of dollars from me but when it comes to finally paying out ******* they deactivated my account right after I tried to claim. Said I violated one of the terms wont respond and tell me which one and apparently it wasnt an issue while youre scamming thousands of dollars from Me.Its not even a win on my part.If they actually paid me what was rightfully mine Id probably just break even at this point. But yall just want to steal.Also out of the **** they owed me they would only do **** at a time and they even cancelled that. I have all the bank statements and emails I will come back and upload

    Business Response

    Date: 06/29/2023

    We have contacted the customer regarding our decision based on the results of our investigation into their account and gameplay history.

  • Initial Complaint

    Date:06/17/2023

    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.
    They are refusimg to pay ,u redemption prize and approved ,y account now they are trying to go back on it . And false claiming of ,y use of payment , method

    Business Response

    Date: 06/19/2023

    This appears to be a duplicate of BBB Complaint no. 20173248.  As not further information relevant to the complaint has been provided we consider this complaint closed.


  • Initial Complaint

    Date:06/17/2023

    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 attempted to abide by the rules and submit all of the documents that they have requested of me to verify the difference in my name on my ID and on the site I sent them my divorce decree. I sent them my Social Security card. I sent them my ID I sent them my Utility bill on over 15 different occasions. Each time I have been told by them I need to send my divorce decree showing my last name on ***** in a pdf file which I sent numerous times. They keep sending me emails rejecting my documents. I have a winning of a little over $230 that have just been sitting on this site for over five months that I have been trying to collect my payment from them. I dont know what else to do as far as sending documents to them, considering they Constantly are rejecting them due to them saying it is not in a pdf form which it is. I have literally gotten the runaround for over five months. In their first request, they asked me to show proof of where my ***** last name came from. They told me I could send a marriage license or my Social Security card. I have sent them these items on a number of occasions all to be rejected.

    Business Response

    Date: 06/25/2023

    Chumba must comply with the standard 'Know Your Client' protocols and take steps to prevent money laundering and identity theft. This involves verifying the identity and address of its customers before releasing any prizes they have won. We are pleased to confirm that the customer's account has been successfully verified.

  • Initial Complaint

    Date:06/16/2023

    Type:Billing 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 opened an account with ******************** about 2 months ago, i won about ****** after depositing ****** dollars. When I tried to redeem my winnings my account needed verification which i did. I submitted all documents. After successfully verifying i was told my redemption would process in 14 business days. After a few days my account was blocked and they are not replying back to me.

    Business Response

    Date: 06/25/2023

    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: 06/26/2023

    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,

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

Chumba Casino is NOT a BBB Accredited Business.

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