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:10/28/2022

  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.

  During the pandemic, I discovered Chumba Casino and was amazed by the opportunity to legally play casino style games from the safety of my home. A little while ago, they deactivated my account out of nowhere, and placed it under review, only to reactivate it 2 days later. Simultaneously, they revamped their process for receiving free sweeps by mail and a category 4 hurricane made landfall in my **************** which shut down postal service. I reached out to support on October 4 about the resulting sweepstakes participation bottleneck and they replied with a 30-day grace ****** for submitting completed entries in the old format. As I am in the process of mailing them out and getting my life back on track post-hurricane, I receive an account closure email informing me that I was permanently banned as a player at Chumba Casino- no explanation. Ive always played by the rules and spoke highly about Chumba. I reached out and asked what the problem was as it must be some mistake, they said they were looking into it, only to finally reply on October 22 stating their decision was permanent and required no further explanation. This is incredibly unprofessional for an online social casino that is supposed to be the gold standard in the US.I had submitted thousands of postal requests for free sweeps, amounting to countless hours worth of writing, and significant postage costs, all pending credit to my account.Instead of allowing me to play with the free sweeps as they have always done, my account is shutdown, and all that work and gameplay fun is lost. This just doesnt add up.I humbly ask for reinstatement of my account and credit for my free sweeps entries.

  Business Response

  Date: 11/06/2022

  As outlined within our previous correspondence, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18328680
  
  I am rejecting this response because:
  

  This move is an unprofessional way to get out having to honor thousands of dollars worth of valid sweepstakes entries for gameplay on their social casino website. I also had a Sweepscoins balance of winnings that disappeared along with my account that I'll never see now. And the only response I get is a robotic blanket statement reply to avoid actually honoring the terms they are bound to by their website itself. I want a human response and some action to be taken to restore fairness in this situation.

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

  Business Response

  Date: 11/15/2022

  The decision made regarding the customer's account was based on multiple factors and will be the final decision for this matter. As we are unable to provide any further information or take any further action, we consider this matter to be closed. 

• Initial Complaint

  Date:10/26/2022

  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've followed all of their rules and they deactivated my account with no valid response. I spent money and time writing letters following their sweepstakes rules and have quite a few outstanding. I even have credits in my account that were not redeemed before my account was deactivated and ultimately permanently banned. This company is not practicing good moral ethics and should not be allowed to continue operating like this.

  Business Response

  Date: 11/05/2022

  As outlined within our previous correspondence, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision.

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18319347
  
  I am rejecting this response because:

  I did absolutely nothing that would have been deemed a violation of the terms and conditions.  I abided by all the rules, and my account was shut down with around **** credits and over **** additional credits that were sent off for.  I am not accepting this response as it is completely bogus.  I have done NOTHING that would cause any violations, period.  The business needs to rectify this situation in a more professional manner.  They owe me a much more detailed explanation and/or reversal of my account deactivation.

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

  Business Response

  Date: 11/14/2022

  The customer has been provided with correspondence confirming their account status. We are unable to provide the customer with any additional information. We consider this matter closed as no further action can be taken. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18319347
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I just wanted to know what is my violation on code 5:17 

  I need explanation of what I did wrong I know I followed all the rules.

  Business Response

  Date: 11/21/2022

  As stated in the previous response, to ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision. As such, we consider this matter closed as we are unable to take any further action in relation to this matter. 

• Initial Complaint

  Date:10/26/2022

  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.

  I have sent in a total of **** Sweepstakes entries that I have not received Sweeps Coins for. I got an email from Chumba the first week of September that I would be credited for 614 of those within 2 weeks. I have emailed them numerous times and get a response that my envelopes are being reviewed and won't give me straight answers. I mail 25 a day and should never be skipped when they process Sweeps Coins. I was skipped on 9/29/2022 and again 10/26/2022 with no explanation. I have had a ticket open for over a month with them regarding this.

  Business Response

  Date: 11/05/2022

  The customer's account has since been reactivated following a routine review. The customer has been made aware of this status update. 

  Customer Answer

  Date: 11/05/2022

  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:10/26/2022

  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 an add on to complaint of not receiving sweeps coins by post as followed by their sweeps rules. postmark July 20 and given email count on Sept 14 , I opened email ticket with them and need answers as Ive been patient for lever a month with nothing but generic responses ticket #********

  Business Response

  Date: 11/05/2022

  This appears to be a duplicate of BBB complaint #********. 

• Initial Complaint

  Date:10/26/2022

  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 offers free sweeps by mail as per their Sweeps Rules. I have been a regular sense of over 2 years and this past 2 months they said they have received my request and were being reviewed (which is normal and usually credited within a couple weeks) On Sept 14th I got an email with a count of over 700 envelopes and since then there has been 2 batch drops and I havent received anything. Beyond frustrated because when I reach out to support Ive got nothing but generic responses and no true answers . I have since stopped writing as I feel like my time and money spent on these has been stolen from me and no answers given. Is it so hard for an actual person just to **** up my account and see whats going on to give me some answers or resolve my matter ? Were talking about thousands of sweeps coins legally due to me and they dont respond Beyond upset and frustrated and only doing this because I feel like there is no other option

  Business Response

  Date: 11/05/2022

  The customer's account has since been reactivated following a routine review. The customer has been made aware of this update. 

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18315364
  
  I am rejecting this response because: it does not address what I actually was referring to. My account (to my knowledge) has never been deactived. Im inquiring about sweeps coins requests by mail in which I was told that were received and being reviewed. It has been over three months since my postmark date was verified by customer service rep ********** and a count given . Since then I havent received and credits (even though many I personally know have been credited) I have been sending in for about 2 years and have had no issues . These requests were received before recent rule change that requires code so they still should be honored as well. Just want some clarity as to why I havent been credited . And I know Ive done everything within the rules so they shouldnt be rejected , and even if they were for some crazy reason , I would usually receive an email about it 

   

  Registered email is : *********************************************
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/14/2022

  Our **************** team is currently investigating the customer's AMOE enquiry. The customer has received a response from our **************** team on 14 November 2022 confirming this. As the customer's account was temporarily restricted during the time of that the envelopes were sent through, this could be causing the delay in adding Sweeps Coins to the customer's account. Our **************** team will provide the customer with an update to their registered email address once they complete their investigation.  

• Initial Complaint

  Date:10/23/2022

  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.

  On 09/20/2022 I contacted Chumba Casino to find out the reasons why I couldn't log in to my account, they told me my account was under review and would take 72hrs to be finalized, but however it took longer than 72hrs and when they finally got back to me on 10/1/2022, they told me my account has been permanently deactivated and if I try to open any other accounts it would be banned instantly. I've been doing the Chumba Sweepstake method of writing envelopes and index cards to redeem Sweepcoins and followed all regulations, but they decided to deactivate me out of nowhere and won't give me a reason. I've sent in ****+ envelopes prior to the ban, now that I've been deactivated, not only I won't be able to access the Sweepcoins I redeemed but also a massive loss of money, which includes the supplies, time to write the envelopes and index cards, and also the cost of stamps to ship them out.

  Business Response

  Date: 11/01/2022

  As outlined within our previous correspondence, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision.

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18302117
  
  I am rejecting this response because: I clearly haven't violated any terms or service and was terminated for no apparent reason. Now since you won't unban me, I'm asking for compensation. If Chumba doesn't resolve this I'll will bring legal action.

   

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

  Business Response

  Date: 11/14/2022

  We are unable to provide any additional information for this matter. The customer's account will not be reinstated and they have been provided with correspondence to confirm this. We consider this matter to be closed, as no further action can be taken. 

• Initial Complaint

  Date:10/23/2022

  Type:Order 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.

  My brother and I had been using Chumba Cassino for some time. In the last few months we made a contest off of who would send the most Sweepstakes to the Casino. We followed all of the guidelines and yet both of our accounts were deactivated. To make things worse, I received an email from Chumba being told that I would be compensated ***** USD. Two days after receiving this redemption, my account was banned, my questions were ignored, and the money was never received. The exact same thing happened to my brother account. Chumba owes me 5K+ and yet they are refusing to pay and no longer answerting any emails. My brother explained to me that this is illegal since Chumba is operating as a "Sweepstakes Casino" in order to be **** to operate in *** in the first place. If they are to ban my account I would like to know why, and I would like the money that I am owed at the very least. I will upload the email sent to Chumba themselves right before banning my account.

  Business Response

  Date: 11/01/2022

  As outlined within our previous correspondence, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18301015
  
  I am rejecting this response because: As shown in the photos attached, I was in the process of receiving 5,312$USD, when four days later, my account was banned with no explanation. This is a complete scam on their part. How could this be legal?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/08/2022

  We are investigating the issues raised in the customer's response and will provide the customer with our findings following this matter review. 

• Initial Complaint

  Date:10/20/2022

  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 have been writing to Chumba Casino for about 2 years for free sweepstake coins which isequivalent to $5 for each insert and envelope. I have been following all the terms and conditions and now because money is owed to me for envelopes written they decided to deactivate my account and not credit me with what is owed to me. They told me I would be reactivated in 72 hrs from time of deactivation, which was September 20 2022 and then was told I was under review and then has been 3 weeks with no response after multiple emails. I opened another ticket and was told I was permanently deactivated. I just don't see how it's fair because it was time consuming plus expensive to buy stamps, envelopes, and index cards. I want to see if there is anything that can be done?

  Business Response

  Date: 10/27/2022

  As outlined within our previous correspondence, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18290842
  
  I am rejecting this response because: I have spent a lot money and time for them to just deactivate my account. I am owed $9000 and it's just not right for them to deactivate me for no reason. I have spent hundreds of dollars to participate in their Sweepstakes and now because that money is owed to me, they don't want to pay up.
  
  Sincerely,
  
  *************************** ******

  Business Response

  Date: 10/30/2022

  As previously advised, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18290842
  
  I am rejecting this response because I have spent over a $1000 in just stamps itself to write to your Sweepstakes. Now that I am owed over $9000 y'all want to deactivate my account. I have followed all terms and conditions and have not broken any rules to have my account deactivated. My account should be reactivated and at least give me what is owed to me in envelope Sweepstakes up until the time I was deactivated.
  
  Sincerely,
  
  *************************** ******

  Business Response

  Date: 10/31/2022

  As previously advised, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision.

• Initial Complaint

  Date:10/20/2022

  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.

  I was banned from VGW's chumba casino's website and without given a reason.

  Business Response

  Date: 10/27/2022

  As outlined within our previous correspondence, our decision in this matter is final. To ensure the ongoing security and protection of our platform, and as we are entitled to do under our terms that were agreed to by the customer, we are unable to provide additional information surrounding our decision.

• Initial Complaint

  Date:10/19/2022

  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.

  Chumba Casino has permanently deactivated my account without a valid reason. To my knowledge, I've never broken any of their Terms and Conditions, and if I did, I wish they'd of informed me of doing so prior to issuing a permanent deactivation after wasting thousands of dollars on postage for postal requests. I've submitted multiple complaints through their complaints form, which in their T&C states they'll "endeavor to respond to within 10 calendar days", and if it takes longer than 10 calendar days, they'll inform me of the delay. Well, it's been 17 days now at the time of writing since I lodged my complaint, and haven't received a single reply from anyone. They're going against their very own terms of service which they claim I didn't follow. Where's the accountability on their end? How can I be deactivated for not following their T&C, but they can go ahead and cut all communication with me when it states in their T&C that a Complaints Supervisor will reply to complaints within a given time? It's clear they're ignoring me at this point.To top it all off, I've submitted a dispute through ****** Consulta, their third party dispute resolution company that they use if I'm not satisfied with the complaints procedure, which clearly I'm not. They've also yet to reply to me after 15 days. What is the point of having a complaints and dispute procedure if no one is going to reply to me? All I'm asking is that my account be reactivated as to my knowledge, I've done nothing wrong but follow the rules of your website. All I've done is entered your sweepstakes that you're legally obligated to provide. Banning people permanently without a reason who are legally entering your sweepstakes violates sweepstakes law and is disallowing people from playing for fun.I've attached a screenshot showing my complaint from 17 days ago not replied to.

  Business Response

  Date: 10/27/2022

  This complaint appears to be a duplicate of compliant #********. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18248591
  
  I am rejecting this response because: this is not a duplicate of another complaint. This complaint is regarding the fact that your complaints team hasnt replied to my ticket in now 25 days as of writing. Youre literally breaking your own Terms & Conditions that apparently Im deactivated for not following, so wheres the logic in that? I think Ill be joining the ******** class action suit that you guys just settled for for $20M. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/03/2022

  No further information relevant to the complaint has been provided. As such, our decision relating to complaint #******** stands.  

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18248591
  
  I am rejecting this response because: What further information are you looking for? No one has formally replied to my complaint that was submitted 31 days ago, and your arbitrator, ****** Consulta, also hasn't replied for 30 days now. Your company is breaking its own terms and conditions by not replying to formal complaints, as well as your arbitrator not even replying when it's their job to reply to disputes regarding your websites poor customer service. I'll be contacting the *** regarding this entire mess because it's obvious you guys deactivated my account because you don't want to pay out my outstanding postal requests. I did nothing wrong but participate in your sweepstakes that you advertise. You are after all a sweepstakes casino and cannot ban people for simply participating. 
  
  Sincerely,
  
  *********************