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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

  • 324 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/16/2023

    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 some money on chumba casino and have tried for almost 6 months to verify my account and I resent documents and opened numerous tickets with them and still nothing.

    Business Response

    Date: 06/26/2023

    The relevant team will be in contact with the customer in relation to the issues raised in the complaint and provide an update.

  • Initial Complaint

    Date:06/16/2023

    Type:Order 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.
    Winnings they keep making up excuses to not pay me

  • Initial Complaint

    Date:06/15/2023

    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.
    Redemption of prize money giftcard Chumba is not wanting to honor my winnings they have stalled on approving my cash out to prize out

    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:06/13/2023

    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.
    They are refusimg to verify my account and pay me ,my prize money

    Business Response

    Date: 06/19/2023

    We can confirm the customer's redemption request was successfully processed and received. Should the customer continue to experience issues, we encourage them to reach out to our **************** Team.

  • Initial Complaint

    Date:06/13/2023

    Type:Order 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.
    It has been almost 2 months since I sent in my verification documents and have yet to be verified or given any reason at all as to why I am not verified yet. I keep getting told that they are reviewing it. It shouldn't take 2 months to review my ID and bank statements. They still have zero problem accepting ***********. I have won 2 jackpots but was unable to redeem bc I am not verified yet and while waiting have spent the balance of both jackpots and made additional deposits. They say it's for my protection against fraud, however if that were true and that is there concern I believe they wouldn't accept *********** without verification because what if my identity was stolen and someone used my bank account to make deposits? They truly don't care about consumer safety at all. It is very frustrating bc I am no longer allowed to comment on my initial complaint through chumba bc they have it listed as solved when it's obviously far from solved. At this point u have sent my driver's license and bank statement photos to ********************** and I am worried what they are actually doing with my information. Chumba is at best a horrible business that has to intention to value its customers and at worst its a business that is out to scam consumers for their own gain. Either one is unacceptable and disgraceful business practice. To go nearly 2 months reviewing 2 pictures without a single communication to me is very frustrating and I urge anyone thinking about signing up with this scam of a casino to please reconsider bc they have no issues with s******* over paying customers without attempting to give you an adequate service. DO NOT JOIN THE **** CASINO KNOWN AS CHUMBA PEOPLE

    Business Response

    Date: 06/22/2023

    It seems that this is a replica of BBB Complaint ********, which we are presently investigating. Once our investigation on that particular complaint concludes, we will inform the customers on the outcome

    Customer Answer

    Date: 06/26/2023

     
    Complaint: 20179075

    I am rejecting this response because:for 2 months Chumba has said they are reviewing my complaints and will get back to me and have not contacted me 1 single time

    Sincerely,

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

    Business Response

    Date: 07/03/2023

    In accordance with our previous correspondence, this is a duplicate of BBB Complaint ********. The resolution of our investigation will be addressed within that complaint.

    Customer Answer

    Date: 07/05/2023

    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:06/12/2023

    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.
    06/10/2023 Trying to redeem payout , they refuse verify my bank account after I loaded all documents directly from my bank account , I've also asked to redeem as gift card .I'm more then willing to do the bank account linked to my payment method They refuse

    Business Response

    Date: 06/19/2023

    We can confirm the customers redemption request was successfully processed and received. Should the customer continue to experience issues, we encourage them to reach out to our **************** Team.

  • Initial Complaint

    Date:06/11/2023

    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.
    On the June 10th I played a game on chumba called Fu *****************. I was on the bonus round with the mini and minor fire ball shots. I received an upgrade for one of my fire ***** shots and the mini fire ball changed to minor however the minor fire ball did not change to major. This is deceitful. Could this be reviewed. As the major was over **** and I only one hundreds

    Business Response

    Date: 06/19/2023

    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:06/09/2023

    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.
    My wallet and phone were stolen and police was notified and report was filed. On June 8th at 1:37AM Est to 3:23AM Est there were 17 total charges to from my bank card totaling up to $1,140. I contacted Chumba Casino stated that it's not their fault for unauthorized charges. I will be contacting my State Attorney.

    Business Response

    Date: 06/19/2023

    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:06/08/2023

    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.
    Basically what happened was I won $5,000 on the chumba gambling platform. They came back to me and said that they we're not going to pay me out seeing as that I had multiple accounts. Yes I did have multiple accounts, however, I never attempted to cash out on any of those accounts I was just using them to kill time but my main account I'd spent over $900 in the past 2 years on their platform and I've even cashed out once before for $180 something dollars and they never had a problem with the multiple accounts before this. So I just think that they're copping out on having to pay five grand and using a technicality to do so. In the files that I sent you'll see not only the correspondence between myself and the several team Representatives and during that time I ask to speak to your manager several times and never once did they transfer me to a manager or supervisor or anyone above team membership. Also included in the files that I sent was the one time in May that they did send me a direct deposit for $153 and that's from when I cashed out on May 1st earlier this year. The discrepancy I'm having is that they never had a problem with me having multiple accounts when I was putting all that money into their casino and I had multiple accounts this entire time and they didnt have a problem with them even when they cashed me out for $153 (see attachments) in May. So i believe they should either reimburse me for all the money ive spend in the past 3 years or just honor their commitment to pay out to the winners and stop welshing on their own bets. Thank You

    Business Response

    Date: 06/16/2023

    We have investigated the complaint and a member of our customer service team will be in contact with the customer. Please note as per **********************'s Terms and Conditions (***********************************************************), customers are only permitted to have a single account. Opening multiple accounts is a violation of our T&Cs and will lead to the closure of their account

  • Initial Complaint

    Date:06/07/2023

    Type:Product 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 sent my documentation for verification in mid may and heard nothing so I contacted them many days later and asked why, to which they didn't answer why they just said it is under review. That response came may 27th, 2023. Here we are nearly 2 more weeks have passed and I still have been told absolutely nothing. When I went to the online support site and signed in I can see my submitted tickets but it won't let me comment or anything so once again I submitted a ticket about the matter. So far I have not heard back. The ironic thing is that they have no issue accepting *********** without being verified even though they claim verification is to prevent money laundering and or fraud. One would think they wouldn't accept my money in case someone stole my info and is fraudulently depositing money into an account using my details if their interest truly was to prevent fraud. On top of that I was verified on their sister casino, luckyland with no problem. All that said, I am still only looking for a simple answer as to why am I still not verified and/or what do I need to do to assist them in verification. Love the casino, love the platform love the games I genuinely enjoy the time I spend playing on their site. Ticket number #******** and #********

    Business Response

    Date: 06/16/2023

    We are currently investigating the matters raised in the customer's complaint and will provide the customer with an update on the outcome of our investigation as soon as it is concluded.

    Customer Answer

    Date: 06/16/2023

     
    Complaint: 20156785

    I am rejecting this response because:I have hears the same response for nearly 1 months. It doesn't take 2 months for anyone to look at 2 photos and determine if they are acceptable or not. Also I reject this bc they will not tell me exactly what they could possibly be investigating regarding my license and a bank statement. By no either accept it or request more proof or inform me what I can do to help speed up this 1 month ongoing process. Lastly I reject it bc I have been verified by luckyland slots which is a sister casino of Chumba. IMO there truly is nothing to investigate anymore. Either you accept it or don't. But please do not insult me by saying you are still looking at my documentation and actively working on it. They have to know by now whether or not the proof I sent in is acceptable or not. There is no investigation needed to look at the proof. If for some reason they are investigating my account itself, then tell me that please.  I mean as long as this is taking you could have looked at every account ever created  twice. Finally the response by chumba on my original post here is my proof of the subpar customer service department. They have given the same response, word for word, for the month and half now. They have never had enough courtesy to say "hey we apologiize this is taking longer than usual. Bc of(fill in the blank here). The fact that every response has said the same thing tells you they only give responses they read from a book. 

     


    Sincerely,

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

    Business Response

    Date: 06/27/2023

    Chumba Casino has legal obligations and 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 proof of address from its customers prior to releasing any redeemed prizes. Currently, one of our team members is in contact with the customer to provide assistance with their account verification.

    Customer Answer

    Date: 06/27/2023

     
    Complaint: 20156785

    I am rejecting this response because: yes I was finally contacted by someone from Chumba, however he obviously never even looked at any of my complaints or reviewed my account at all, because he told me how to "kickstart" the process by clicking the verification tabs on their site, then follow instructions by sending documents requested(ID and proof of address). Problem is that I have done that nearly 2 months ago, therefore the Chumba Casino website shows my verification status as pending(as it has for 2 months). Since it is "pending" I am unable to do anything at all to further verify or restart the process. All verification options are locked preventing me from doing anything other than wait... and wait... and wait. Had Chumba actually read my BBB complaint or any of the SEVERAL emails and support tickets they would clearly see that I am waiting verification to be approved. It is insulting that Chumba emailed me to say click verify, then send in the documents requested because it means they have not read a single email, support ticket or my post on the BBB. horrible way to treat a paying customer. So this response from ********************, is just like the customer support I have received throughout this past 2 months, both are complete trash and very bad business practice. Unless they resolve this immediately if not sooner they have openly shown that they do not care about their members. Their only interest is the customers money being deposited.  Do better Chumba smh

    Sincerely,

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

    Business Response

    Date: 07/03/2023

    We are in contact with the customer to provide them with the subsequent steps required to complete their account verification process.

    Customer Answer

    Date: 07/05/2023

    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,

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

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