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:10/18/2023

  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.

  I signed up for Chumba on 8/31. I made a few transactions with them initially. They then started taking money out of my account without me making any transactions with them. Initially over a course of 8- 10 days they charged my account over $3000 that I did not authorize. I also "won" $1800 that was never cashed out to me. I tried to resolve this through the virtual chat and they told me it could take up to 20 days. I then told them that I was contacting my bank and Chumba locked my account and I could not get back into it. I got a new debit card from my bank and somehow Chumba started pulling more money out of my account up to $1200 without me having access to Chumba. I am still locked out of my account and am having issues receiving any of my money back. My bank is still trying to help me resolve this issue as well and I have had to open multiple fraud disputes.

  Business Response

  Date: 10/26/2023

  We have reviewed the customers purchase and gameplay history in relation to their claim of unauthorized transactions, and provided the customer with the findings from our investigation.

• Initial Complaint

  Date:10/18/2023

  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.

  Steling money from me

  Business Response

  Date: 10/23/2023

  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. Please note, customer's *** at times experience delays during this process. We can confirm that the customer's account has now been verified.  

• Initial Complaint

  Date:10/17/2023

  Type:Customer Service 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 hasn't been responding to customers. Plenty of people I know have also been having this issue. They have a sweepstakes promotion in which you mail out cards and in exchange they give you free sweepstakes coins to use on their website. Since 2020, i have been using this platform, sending out cards in exchange for free coins and i've even purchased from them before. They are always switching up some rules about the sweepstakes which messes people up in the process (granted, they are able to do that, thats not the issue) HOWEVER, I am using my quality time to give and play on this website all i've been receiving is emails about rejecting my cards with zero explanation as to why. I've contacted them plenty of times, its been 21 days, and no response. I sent out plenty of emails and got addressed by one employee only and he said he was forwarding the message to the department it needs to be seen by. Today, i've gotten another rejection email, with zero explanation, and no response to my past emails. I've sent over ************ the past two months, and have yet to understand why they are rejecting my cards out of no where when they were accepting a month ago. it's really frustarting to be supporting a business, dedicating your time to it, and there customer service is extremely poor and so is the system as to how they run stuff. My desired result of this is get credited the cards i've sent, because ive been writing the cards the same i have when they were getting accepted. It seems as if they are setting up people for failure and are also avoiding customer service and answering emails.

  Business Response

  Date: 10/26/2023

  We have contacted the customer with the results of our investigation.

• Initial Complaint

  Date:10/15/2023

  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 have multiple duplicate charges, *** tried multiple times to contact Chumba with no help and when trying to get help from my bank, they are clueless, no help and they hang up on me, I want my money back, also worth to mention, these charges were done after my account was deactivated with Chumba

  Business Response

  Date: 10/24/2023

  We have investigated the issue raised in the customer's complaint and note that the customer has been made aware of the outcome of this investigation.

• Initial Complaint

  Date:10/11/2023

  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.

  This is disappointing to have to do but Ive played online games for many years. I began watching a lady on ******* that referred me to this site. I won off free money but played it not knowing what an SC was. Recently I put in over $240 and could not win a THING! this is robbery. A real casino lets you win something. This online casinos payouts are 0 to none. I switched to another site and actually win with them. Its like a casino scam. Nothing huge but way better than chumba. Id like my money back.

  Business Response

  Date: 10/15/2023

  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: 10/17/2023

   
  Complaint: 20726964
  
  I am rejecting this response because:
  RNG must be set to a lower payout during certain days and times because the volatility went from 20-35% to 70-85% at night. Just as casinos switch up their payout percentages. Id like a refund 

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

  Business Response

  Date: 10/19/2023

  As you have not provided any additional information relevant to our investigation, the decision set out in our communication of 16th October 2023 stands.

• Initial Complaint

  Date:10/11/2023

  Type:Sales and Advertising 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.

  This business failed to credit my account with sweepstakes entries that I mailed them. They acknowledged receiving them but wouldn't provide a reason. My entries before this batch and after were credited. I have sent over 25 emails requesting information. Each email states my complaint has been escalated to a customer service manager and will be responded to within 48 hours. That was over a month ago. *********************************** These entries are worth over $2000 dollars. My email address is my login.

  Business Response

  Date: 10/19/2023

  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.
  

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20724492
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/20/2023

  They send me countless emails stating this would be resolved in ***** hours and it's been months. They have actually given me dispersements at least 3 times after the one in question with no problems. 

  Business Response

  Date: 10/30/2023

  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: 10/30/2023

   
  Complaint: 20724492
  
  I am rejecting this response because: It's been months. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/31/2023

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

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20724492
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair 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.

  chumba casino offers 5sc (sc = sweeps coins) for each postal request you mail to them following their "sweeps rules"I filled out all the necessary requirements and have done so many times in the past. I have always received credit for these postal requests in the past. chumba casino will not provide a explanation as to WHY they will not credit my recent batch of envelopes they received. Im requesting they review them again and give a direct answer as to WHY they dont meet the requirements. I believe i am being treated unfairly by not giving me credit for these request when i have followed their rules.

  Business Response

  Date: 10/18/2023

  We have thoroughly examined the concerns presented in the customer's complaint and have informed them the outcome of our investigation

  Customer Answer

  Date: 10/18/2023

  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:10/10/2023

  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.

  I do not have any accounts through Chumba, but several charges have occurred. I have contacted Chumba and I receive no response in regard to these charges.

  Business Response

  Date: 10/11/2023

  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:10/08/2023

  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.

  I keep verifying my identity and address they keep denying the proof so they don't have to pay me my winnings I have verified my account number of times only for them to email me and say we have haven't verified paperwork at this point I feel like I am being scammed

  Business Response

  Date: 10/15/2023

  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:10/07/2023

  Type:Sales and Advertising 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.

  This company scammed me out of $350k worth of winnings. As well as approved unauthorized charges among other things. I had 50k waiting to be withdrawn for weeks and either Chumba shut my account and whipped my account out or my account was hacked and nothing was done

  Business Response

  Date: 10/16/2023

  This appears to be a duplicate of BBB Complaint ********. We will communicate the outcome of our investigation through the customers initial complaint. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20709083
  
  I am rejecting this response because: stop hiding behind your lies. I was away on vacation, I did not lose the funds, I did not cancel a withdrawal I was waiting multiple weeks on (also totally ridiculous) and did not add new funds. Stop it. Too many stories of other people wronged like me and I will not stop until myself and others are made whole.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/23/2023

  This appears to be a duplicate of BBB Complaint No.20689369 . As such, we have communicated the outcome of our investigation to the customer through his original complaint.