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:05/29/2023

  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.

  So I'm just going to start this off by saying I was playing chumba on Friday night and made over ****** is actual money I got off right after I had around ****** , I closed my browser and shut off my phone screen when I was done playing for the night, 30 minutes after that I sent chumba an email saying I needed to change my bank account information in order to successfully cash out what I made. After sending that email to them I decided to go to sleep for a few hours. When I woke up and signed into my account to see if they had responded to my support ticket and I only had 342 dollars. I tried asking them to help me figure out where it went to and they were no help at all and basically told me that I wasn't getting it t back even though I wasn't the one that lost all of the money, I've tried reaching out to them since then and have only gotten one email from them and it wasn't even relevant to any of the emails I sent them. I honestly believe that they hacked into my account and made me lose everything so they didn't have to pay me in a hour and a half time frame because it was right after I asked to change my bank account information , and their lack of support and responding to my emails from a day and a half ago, everything I said is why I believe they scammed me. I want the money that disappeared from my winnings account to be credited to my account again or every dollar I have spent at chumba in the past year refunded to my Debit card so I can at least do something that I needed to do to make my life better and because I needed that 26, 350 dollars to move and get a new car and now I have nothing over this.

  Business Response

  Date: 06/06/2023

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

  Customer Answer

  Date: 06/08/2023

  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:05/29/2023

  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 tried to redeem my sweep coins from chumba and they deactivated/closed my account. I did not have multiple accounts. They don't want to pay me so they are making false claims and closing my account illegally so they don't have to pay that I not good business and I would like what's owed to me. they seem to get a lot of complaints about this issue maybe they should be shut down;

  Business Response

  Date: 06/07/2023

  We have investigated the issues raised in the customer's complaint and have made them aware of the outcome of our investigation. Please note as per Chumba Casino's Terms and Conditions (***********************************************************), customers are only permitted to have a single account. Opening multiple accounts is a breach of our T&Cs and will lead to the closure of their account.

• Initial Complaint

  Date:05/27/2023

  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 submitted to have my account verified. I did this so that I could cash out winnings. After a few days, I learned that this Casino not only was unable to verify my account, they stole the money I won. I had over $20 that I had initially won, but somehow, without reason or explanation, was done to $0. This is theft, outright. I've tracked their location and will be filing a complaint with the Federal Gaming Commission for this illegal activity. I will also be deleting my account upon resolution.

  Business Response

  Date: 06/05/2023

  Chumba Casino 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 may result in a player being unable to use the platform if this cannot be provided. In undertaking the verification process, the customer could not provide acceptable documentation nor further details of the redemption in question. We await further details and will continue to work together with the customer.
  
  

• Initial Complaint

  Date:05/25/2023

  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 have spent over $25000 plus on chumba casino. The site got me reeled in and addicted to online GAMBLING. You can pay to play for real money sweeps coins. In the terms and conditions on the sites, it states that the games and platform does not offer real money gambling. This is a total lie. If you buy sweeps coins on the site, then you play for real money. This is gambling. I want my money back from this lying website.

  Business Response

  Date: 06/04/2023

  We are currently in the process of investigating the issues raised in the customer's complaint and will provide the customer with the outcome of the investigation upon its completion. 

• Initial Complaint

  Date:05/25/2023

  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'm filing this complained because Chumba Casino I've had some running with them that weren't very good their machines were malfunctioning and it stole my money. I was only going to play $40 and I did play 40 but I decided to go again and do another 20 machine sucked it right out within seconds after I deposited it it showed in the account I started to spend and then it just disappeared **** it was gone I waited a few minutes because my sister was there we were trying to figure out what it had just happened and I tried to contact them immediately but of course that's not possible there's no phone number and it takes forever for them to get back to you so I waited about 30 minutes and I put in another $20 all the same thing happened again and I was very distracted by this point because now I was down $80 and I only got to ****** the first 40 I notified the casino with multiple emails and sent them screenshots that I had paid this money in and they sent me multiple different emails the following day asking me to send what I'd already sent telling me that investigate they never do they never do anything they won't give me my money back and I'm so super upset I have stage for cancer I've been battling a 9 years and I'm at the end of my journey and this is the only little bit of Joy I have left and I saved all week so I could ****** on that day and they stole my joy but little Joy I have left! I have friends and family that we all get together and we all play on our phones and root each other on well I had to sit on that day because I didn't have any money left to play because they stole it from me I was crushed and they will not do anything to fix this I've tried everything I think it's theft by *******. It zapped the money right out of it.

  Business Response

  Date: 06/01/2023

  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:05/24/2023

  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.

  Anyone interested in joining in to assist in my case or anyone whos had issues with CHUMBA paying out please reach out share your story and be part of this movement to end the corruption. Very solid grounds to fight on. I have a luckyland account same email address they allow that but Casiino Chumba deactivated my act and refused to pay out my 16 thousand dollar win . Please reach out with any information that *** help with case. I have all recites and history of my game play along with the winnings I am owed . Luckyland slots is owned by VGW and I receive pay outs from them without any issues .

  Business Response

  Date: 05/26/2023

  The complaint was raised internally and investigated. Due to no further information of relevance being forwarded, Chumba Casino will maintain the decision as originally communicated on the 10th of February 2020

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20098458
  
  I am rejecting this response because:
  Chumba casino is owned by VGW games, I have played lucky land slots for years without any issues. Chumba is one of their platforms I am using the same email address and same information and they have deactivated my account. ******************** has received thousands from me and I have recites to prove it. No problem taking money and they verified my account and bank account details then rejected to pay out.   The only way this will be settled is full payment.

   

   

  I have hired a lawyer 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/01/2023

  As you have not provided any additional information relevant to our decision, the decision as set out in our communication on the 10th February 2020 remains in effect.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20098458
  
  I am rejecting this response because:
  So what is the documentation that you need to see to activate my account and let me claim my winnings. I use to have a email address *************************** i used it when i signed up for the accounts not knowing if the online gamming was legit or not. You refer to an issue in February 2020 and you had to deactivate my account. I was either hacked which you your investigation showed I wasn't. So it would have been my room mate that spend my three thousand dollars worth of sweep coins. You refunded me $300 and deactivated my account.  What do I have to do to ********** and activate my ************************** account as I AM a valued player to your other platforms. I have spent money and have recites copies of my game play. I have the winning with CHUMBA casino on video winning. You NEED TO PAY out. I will submit whatever is requested to to fix my account and it is your obligation to pay it as advertised. I have a lawyer ready to go and will pursue this is my last attempt. If you need to take $300 out of my winnings for what you refunded me in 2020 go ahead i won ****** SC I deserve this. There will be a law suit and further problems I suggest you look at my evidence  and reconsider your decision. First time in my life i have been finically stable after loosing my home in the 2018 flood of the MISSOURI river. I was really excited to have won, and thankful a lawyer has agreed to give me a break and work with me on your services provided. 
  
  Again and peacefully asking for a resolution we can come to I NEED to know what information more you need! Something needs to be communicated to me. I have filed complaints WITH BBB and other forms. Have everything prepped to begin filing against and you and fully paid for right now.
  
  
  So what is the documentation that you need to see to activate my account and let me claim my winnings. I use to have a email address *************************** i used it when i signed up for the accounts not knowing if the online gamming was legit or not. You refer to an issue in February 2020 and you had to deactivate my account. I was either hacked which you your investigation showed I wasn't. So it would have been my room mate that spend my three thousand dollars worth of sweep coins. You refunded me $300 and deactivated my account.  What do I have to do to ********** and activate my ************************** account as I AM a valued player to your other platforms. I have spent money and have recites copies of my game play. I have the winning with CHUMBA casino on video winning. You NEED TO PAY out. I will submit whatever is requested to to fix my account and it is your obligation to pay it as advertised. I have a lawyer ready to go and will pursue this is my last attempt. If you need to take $300 out of my winnings for what you refunded me in 2020 go ahead i won ****** SC I deserve this. There will be a law suit and further problems I suggest you look at my evidence  and reconsider your decision. First time in my life i have been finically stable after loosing my home in the 2018 flood of the MISSOURI river. I was really excited to have won, and thankful a lawyer has agreed to give me a break and work with me on your services provided. 
  
  Again and peacefully asking for a resolution we can come to I NEED to know what information more you need! Something needs to be communicated to me. I have filed complaints WITH BBB and other forms. Have everything prepped to begin filing against and you and fully paid for right now. It is illegal to take peoples money in any form or not. Your also VERFIED my account and nominated bank.
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/15/2023

  No further information of relevance to the complaint has been provided. As such, we will be maintaining our decision and have communicated this to the customer directly. 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20098458
  
  I am rejecting this response because:
  They wont answer anything I ask them. No help and still no money 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/20/2023

  Chumba Casino's stance in relation to this matter has been clearly communicated to the customer and will be maintained. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20098458
  
  I am rejecting this response because:
  They have no reasoning in order to maintain the decision or deactivate my account . They must pay or refund me all money spent to VGW platforms . This is enough for me .
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/15/2023

  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.

  So I had about $1500 come up as charged on my bank card for chumba on may 8th, as this happened when I was asleep I knew it wasn't me, so I got ahold of my bank and chumba to research my card and see what other account it was used on, because as of may 10th the last charge that went through according to my transaction history on the chumba website was $300 that I did make, I even have the bot ***** saying last completed purchase on my account was may 5th, so how did chumba come back and say I purchased $1500 worth of coins and play their games with them when it isn't in my purchase history on the chumba website yet it is in my bank account, they also deactivated my chumba account and won't give me my current transaction history, but it's ok because I took a screen shot when it first started,

  Business Response

  Date: 05/24/2023

  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.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20058497
  
  I am rejecting this response because:
  They will not provide me with the transaction history on my account of said purchases and deactivated it to where I cannot login to get them myself , yet they claim they were made on my account , the only way the terms of service covers them is if the chargers where made on the account and that's why they won't provide any details , I attached a screen shot of their chat bot telling me my purchase history on the 10th of may , and if you notice it did not include the charges made on the 8th , wonder why that is ? You be the judge , and again , if my last sucked I'm purchase on my account was may 5th from the bots eyes , then I ask again , why was I told I spent the coins on the website and I'm the one that made the purchase 
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/25/2023

  We have investigated the issue raised in the complaint and note that we have contacted the customer regarding our decision relating to the status of their account. As they have not provided any additional information relevant to our investigation, the decision set out in our communication on 25th May 2023 stands.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20058497
  
  I am rejecting this response because:
  They have not contacting me at all except to tell me they did their investigation and came to conclude is wasn't fraudulent, yet they cannot provide me with proof of my transaction history , nor will they deactivate my account so that I can go into it and look myself , they are scam and I want my money back 
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/31/2023

  As previously advised, our decision on this matter is final. We suggest the customer contact their financial intuition for further assistance. Any requests regarding the ongoing status of the customer's account should be directed to our Customer Support Team at ************************************************************. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20058497
  
  I am rejecting this response because:

  
  They won't give me the information needed to give my financial institution because they know it's fraud on their part 
  

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

• Initial Complaint

  Date:05/09/2023

  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.

  On May7,2023 I won 1330.00.I sent all my documents that they wanted. They deactivated my account. I was putting the address to my bank and it was deactivated. The final decision was that the couldnt verify where I lived. They say I dont live in ***************** or ******. I can never play with real money. They refuse to pay me my winnings.

  Business Response

  Date: 05/17/2023

  We have reviewed the customer complaint and have provided the customer with the outcome of our investigation.

• Initial Complaint

  Date:05/07/2023

  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.

  Okay so I won over $500 on chumba casino and I went through the verification thing and did everything that they asked me to do. And I get an email yesterday saying I have multiple accounts on chumba casino which I'm not aware of the only account I'm aware of is the one with my email address which is ************************ and they close my account without paying me my money so I would like my money that I won be sent to my bank account

  Business Response

  Date: 05/15/2023

  We have investigated the issue raised in the customer's review and note that we have contacted the customer regarding our decision relating to the status of their account. We can confirm that the customer's account has now been verified.
  

   

   

• Initial Complaint

  Date:05/04/2023

  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.

  This is the second time CHUMBA casino is refusing to pay me my winnings.i got proof.i need help redeeming my winnings

  Business Response

  Date: 05/11/2023

  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: 05/13/2023

   
  Complaint: 20019078
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/16/2023

  If I didn't have any proof of my winnings I wouldn't even be bothering or making a complaint on CHUMBA this is the second time this has happened to **** guess I'm not the only one.Why do yal refuse to pay people what rightfully there's we win and YAL want to come up with some bullcrap.Oh were declining your payment amount cuz from investegating your game history we don't see that amount won in your gameplay history.What do yal think I made this stuff up or what.its bs

  Business Response

  Date: 05/16/2023

  We have thoroughly investigated the customer&#**;s gameplay history and provided the customer with our decision based on this investigation. We note that the customer can access their gameplay history through their H313138353337**323732H account or request a specific time period from our **************** team.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20019078
  
  I am rejecting this response because I think I'm gonna have to get legal help.The first time CHUMBA refused to pay me winnings I didn't know how to go about getting legal help.Igot my proof which is my screenshot of my winnings and YAL sent me a pic of what yal say I was playing with which is my gold coins.The amount of gold coins YAL have on YALS pic is different from my winnings of my sweep coins and the time stamp YAL got on y'all's pic is different from my time on my screenshot 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/22/2023

  We have reviewed the information provided by the customer and maintained our decision as stated on 5/16/2023. At the time of the customer's gameplay session, their gameplay history shows that the customer was playing in Gold Coin mode. When the customer switched over from Sweeps Coin to Gold Coin mode there was a slight delay in the coin bar at the top of the screen showing the incorrect gameplay mode for a short period of time. The customer has been made aware of these findings and can confirm this through their gameplay history.