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:01/16/2023

  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.

  Writing back because I received no response for my previous complaint. Was told I would receive an update on 12/24/22 but never received one.Original Message:I have never been deactivated and I am missing AMOE credits beginning June 17, 2022 for a total of **** credits worth $8920 AMOE. I have reached out numerous times and the answer I get is that my envelopes are being reviewed. Chumba has confirmed they did receive the request envelopes however they keep skipping them from the batches. I have been skipped the last 4-5 AMOE credit rounds and Chumba keeps closing my tickets saying they will get back to be as soon as possible but it's been since the beginning of October when I first reached out. I am requesting credits for my mail in SC Envelopes totaling $8920 as soon as possible. My account has never been deactivated. Dates sent - # of envelopes 6/17- 177 6/24 - 200 7/9- 215 8/3- 106 8/19- 400 8/30- 100 9/1- 200 9/9- 150 9/20- 22 9/23- 214 ----------------------------------------------------------------------------------------------------------------------------------------------------------------Emailed Chumba and response was will receive update under main ticket #******** by a specialized team.I have never broken any rules and also played through A LOT of my money.Please review and advise asap.Thank You

  Business Response

  Date: 01/26/2023

  As previously advised, we are still in the process of reviewing the customer's AMOE submissions. We will contact the customer shortly with an update and appreciate the customer's patience during this period.

• Initial Complaint

  Date:01/14/2023

  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.

  They double charged me several times before i noticed the charges on my bank account should of been around $700 but they drained my bank account for $1200. Can you look into this please? They are out there stealing people's money and thats illegal. This casino Chumba should be shut down. Thanks ??

  Business Response

  Date: 01/23/2023

  We have informed the customer of the results of our investigation and will remain in communication regarding the status of their account/s.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18814683
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/25/2023

  Well i figured they wouldn't pay me back and I'm not the last  too. My Bank has been notified but haven't went that far yet. If they can give me a few $100s I'd be happy but they said i wasn't double charged. Well they can close my Account. Let me know if you need anything.

  Business Response

  Date: 01/29/2023

  We can confirm the closure of the customer's ********************** Account per their request. Should they wish to reactivate their account, please contact our **************** Team.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18814683
  
  I am rejecting this response because: I will be taking action at my bank for fraud against Chumba Casino and I'm working with the police also. I have been very nice to them now im taking action vs them. I'm not letting this go by any means.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/03/2023

  Our investigation revealed no evidence of unauthorised transactions within the customer's account and we can confirm the customer's ********************** Account is still closed per their request. Should they wish to reactivate their account, please contact our **************** Team.

• Initial Complaint

  Date:01/13/2023

  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 paid thousands of dollars to this place representing as a online casino but they can not show proof of anything and refuse to credit me my money back

  Business Response

  Date: 01/22/2023

  As stipulated in Term 6.6. of the Chumba Casino Terms & Conditions, Purchases of Gold Coins are final and are not refundable, transferable or exchangeable. Furthermore, Chumba Casino games are governed by a certified Random Number Generator (RNG) where it was found that number sequences are unpredictable, non-repeatable and uniformly distributed. All results are dictated by the Random Number Generator (RNG) which we have no control over as it treats all plays exactly the same. We have recently contacted the customer in relation to the status of their account. 
  
  

• Initial Complaint

  Date:01/13/2023

  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.

  I am writing to file a complaint against Chumba Casino, a sweepstakes casino that allows players to acquire credits through mail-in sweeps. I have been a customer of ********************** for some time and have had a negative experience with the company's handling of my recent sweepstakes requests. In August of 2022, I sent 800 sweepstakes requests to Chumba Casino, all of which were in compliance with the terms and conditions of the casino. Despite the fact that it has been nearly five months since I submitted these requests, I have yet to see them credited to my account. I have reached out to Chumba Casino's customer service team on multiple occasions to inquire about the status of my requests, but I have yet to receive a satisfactory response. I believe that Chumba Casino has failed to uphold its end of the agreement by not crediting my account with the sweepstakes I have requested, despite all of my requests being in compliance with their terms and conditions (And I would be more than happy to provide concrete evidence of this in the form of scans/images of several letters). I am disappointed with the lack of communication and action from the company and I would like to see this matter resolved as soon as possible. I would appreciate your assistance in this matter, and I look forward to hearing from you soon.

  Business Response

  Date: 01/22/2023

  We have investigated the issues raised in the customer's complaint and have made the customer aware of the outcome. Please note, the postal submissions provided did not adhere to our guidelines as stipulated in our Sweeps Rules: ***************************************************.

• Initial Complaint

  Date:01/13/2023

  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.

  I am writing to file a complaint against Chumba Casino, a sweepstakes casino that allows players to acquire credits through mail-in sweeps. I have been a customer of ********************** for some time and have had a negative experience with the company's handling of my recent sweepstakes requests.In September of 2022, I sent close to 700 sweepstakes requests to Chumba Casino, all of which were in compliance with the terms and conditions of the casino. Despite the fact that it has been nearly four months since I submitted these requests, I have yet to see them credited to my account. I have reached out to Chumba Casino's customer service team on multiple occasions to inquire about the status of my requests, but I have yet to receive a satisfactory response.I believe that Chumba Casino has failed to uphold its end of the agreement by not crediting my account with the sweepstakes I have requested, despite all of my requests being in compliance with their terms and conditions (And I would be more than happy to provide concrete evidence of this in the form of scans/images of several letters). I am disappointed with the lack of communication and action from the company, and I would like to see this matter resolved as soon as possible.I would appreciate your assistance in this matter, and I look forward to hearing from you soon.

  Business Response

  Date: 01/22/2023

  We have investigated the issues raised in the customer's complaint and have made the customer aware of the outcome. Please note, the postal submissions provided did not adhere to our guidelines as stipulated in our Sweeps Rules: ***************************************************.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18809408
  
  I am rejecting this response because:

  All letters complied with the sweeps rules given by Chumba.com at the time of mailing. 

  I have attached images of several letters that were written shortly after, but could not be sent due to the implementation of the postal code requirement. If you could provide a reason for the letters sent not complying I would understand, but it seems you cannot provide one explicitly. It begs the question as to whether this is for fraudulent reasons, as all of the letters were indeed compliant.

  The business response is egregious, unclear, and most of all illegal.

   

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

  Business Response

  Date: 02/03/2023

  We have communicated to the customer why their envelope submissions do not meet the requirements as stipulated in our sweeps rules. (***************************************************) 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18809408
  
  I am rejecting this response because:

  The business now claims that they have provided me with the reason for my sweeps rules not complying. They have not, nor have they made any effort to.

  In fact, they have not made any effort to communicate with me or address this issue whatsoever. 

   

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

  Business Response

  Date: 02/13/2023

  We have completed our review of the customer's postal requests and have communicated the outcome to the customer. 

• Initial Complaint

  Date:01/12/2023

  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.

  Ive been a valuable player,and *** been getting the run around . I feel like ** getting looked over on purpose, and not getting clear answers.I sent envelopes July 15th,and sep 22 out of those Ive only received 150 . I was told by email that they credit in the order that the envelopes are received. Thats false when Im seeing ppl have gotten credited for later dates . I was told today that my July envelopes are still not being credited this month itll be 6 months of waiting .Its not fair at all Ive spent money on postage,and envelopes with nothing in return. We have to abide by the rules, and so should Chumba .Ive never had any problems with them before until this envelope situation. I just want clear answers as to why Im being skipped each credit cycle when others, or getting theirs with no problem!

  Business Response

  Date: 01/22/2023

  Due to a recent influx we are currently facing delays in the processing of our AMOE submissions. We appreciate the customer's patience during this time and will contact the customer to update them once their submissions have been reviewed. 

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18714276
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  The recent influx in amoe shouldnt have anything to do with envelopes mailed 6 months ago. Ive been getting that same email each month from support saying theyre getting reviewed since September. Ive been very patient waiting it just seems strange when I see ppl getting credited for later dates and Im still waiting on July amoe to be credited.

  Business Response

  Date: 01/29/2023

  As previously advised, we are currently reviewing the customer's AMOE submissions and will have an update for the customer within the next two weeks.

  Customer Answer

  Date: 01/30/2023

  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,
  
  *************************;

  I accept their response I just hope this gets resolved soon thanks !

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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 received and email on 12/2/2022 from **** a Chumba Supervisor that they received ***************************************** and that I should have my credits for them within 3 weeks. Credits were applied to other accounts on 12/24/2022 and mine were not included. I have been dealing with them skipping me and not giving me owed credits since 9/29/2022. Numerous people have been given credits for envelopes that they have mailed in September and I am still waiting for ones that I mailed in July. They will not answer me as to why I am being skipped and keep closing my tickets. I have attached a screen shot of the email from ****.

  Business Response

  Date: 01/17/2023

  The customer has been contacted by our **************** Team and has been advised we are in the process of finalizing the current batch of AMOE submissions. They will be notified when any associated Sweeps Coins are added to their account. We appreciate the customer's patience during this time.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18725422
  
  I am rejecting this response because: I was told that I would receive them over a month ago and still havent. I was told again that my account would be reviewed this past Monday and now they are saying by the end of this week but still no credits. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/23/2023

  The customer has been contacted by our **************** Team regarding the status of their AMOE entries and were notified of any associated Sweeps Coins that were added to their account

  Customer Answer

  Date: 01/23/2023

  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:01/07/2023

  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 was playing this online casino game and won. I redeem my prize and it took them 6 or 7 months to verify my account and now they won't even credit my account the money I won, or send it to me because now they claim its not on my account. I have sent proof of winning the prize, and I have ask to speak with management, but there's no management or customer service number only email. Everything they email you, it's a different person and you have to explain everything all over again.

  Business Response

  Date: 01/16/2023

  as 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. We can confirm that the customer's account has now been successfully verified with a redemption being processed on the 15th January 2023. 

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18700324
  
  I am rejecting this response because: what does my new redemption has to do with the old redemption. I  won that ***** dollars 6 or 7 months ago. And it kept saying processing. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/23/2023

  We have investigated the issue raised in the customer's complaint and have made them aware of the outcome of our investigation. We can confirm that the redemption in question was successfully processed last year. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18700324
  
  I am rejecting this response because:,  because where did you redeem it to last year when my account was ************* last month. So where did you send my money to last year.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/30/2023

  As communicated to the customer on 24th January 2023, the redemption in question was successfully processed via the customer's LuckyLand Slots account. As such, we consider this matter closed. 

  Customer Answer

  Date: 01/31/2023

  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:01/05/2023

  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 complaint is about an online Casino called Chumba Casino.This is about something that just happened, and something else that had happened around a year ago. The incident that just happened is in regards to Stampede Fury 2, there's a feature where you get 3 symbols, then get a certain amount of free spins AND a certain amount of Buffalo icons added to those spins. I happened to get 5 spins and 30 Buffalo icons added, however, I got less than 20 (Possibly less than 15) Buffalo symbols from all 5 spins. It's happened more than once.And the past incident is in regards to the ** balance. When you got a feature or free spins, (on mobile) you could tap your ** balance and it would be HIGHER. i tested this for a few features, and the higher amount of Sc, 100% of the time, would match the higher amount after the feature. That means that it is pre-determained on how much you'll get from a feature and it isn't upto chance.So, either there are bugs in their system (which I doubt), or they're straight up lying to their customers and consumers about multiple things.

  Business Response

  Date: 01/12/2023

  We have investigated the issues raised in the customer complaint and have analyzed their account activity. No evidence of in-game glitches or issues were found. Please note, no purchase is ever necessary to participate in our promotional games. Please note, Chumba Casinos games are governed by a certified Random Number Generator (RNG) where it was found that number sequences are unpredictable, non-repeatable and uniformly distributed. All results are dictated by the Random Number Generator (RNG) which we have no control over as it treats all plays exactly the same. Additionally, no purchase is ever necessary to participate in our promotional games. We encourage our customers to reach out to our **************** team should they require any further assistance. 

• Initial Complaint

  Date:01/05/2023

  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 had a promotion for theirbirthday on january 30th of last year, i won 50SC & the have been refusing to pay it to my account ever since then. They come up with every pathetic excuse they can for what I have not satisfactorily submitted in regards to proof. But i had to enter my email in order to even participate in the campaign so then that would mean they should have record of every account that participated in the event. But somehow they just dont have to pay anyone that they choose not to. This playform is CHEAP AND CHEATS AT EVERY OPPORTUNITY OR ADVANTAGE THEY ARE LIARS THEY ARE INCOMPETENT THEY ARE UNACCOUNTABLE AND THEY ARE BY FAR ONE OF THE LEAST CUSTOMER FRIENDLY SERVICES I HAVE USED. DO NOT WASTE YOUR TIME OR MONEY. ALL THEYRE GONNA DO IS PROMISE YOU WINNINGS FROM A PROMOTION & THEN REFUSE TO PAY YOU AFTER THEY PROMISE TO SEND IT TO YOUR EMAIL. The customer service i recieved on this issue MULTIPLE times has been a joke. Who even let this shady platform be allowed to host these falsely advertised promotions. Someone needs to shut this incompetent scam down before they have a class action lawsuit on their hands because thats the next step im taking. Lying cheating scam.

  Business Response

  Date: 01/12/2023

  We have investigated the issues raised in the customer's complaint and have made them aware of the outcome our investigation. Please note, Chumba Casino games should be used for solely fun and entertainment purposes and no purchase is ever necessary to participate in our promotional games. We encourage our customers to reach out to our **************** team should they require any further assistance.