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:10/13/2022

  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 and Luckyland Slots (a sister site of Chumba run both by VGW) has decided to close my accounts, I have ensured to never break any of their rules that was agreed upon in the Terms of Service. With recent events occurring in regards to VGW mass deactivating accounts it is become very apparent that they are deactivating anyone that would participate in their sweepstakes via the alternative mail in method. I have spent a large amount of time writing these requests to participate and thousands in postage, I hate that it is looking like I will have to resort to pursuing this further with arbitration after having spoken to my lawyer.

  Business Response

  Date: 10/21/2022

  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: 10/22/2022

   
  Complaint: 18206997
  
  I am rejecting this response because:

  It appears as you are just targeting users who were sending high volumes of mail in submissions, this would go against sweepstakes laws and is considered illegal as the site clearly is no longer "free to participate."  Not only have I spent a large amount of time to submit these, it costs quite a bit in postage to send.  

  
  
  Sincerely,
  
  *****

  Business Response

  Date: 10/30/2022

  As no new additional information has been provided, our decision as stated on 21 October 2022 still stands. We consider this matter closed. 

• Initial Complaint

  Date:10/12/2022

  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 have asked this company several times to confirm my account. I opened another account due to the fact my original account was locked up for numerous months in authentication status. The company asked if I would like to combine the two accounts which I answered yes I would, as the original one had a balance they were to combine. Since I asked this I cannot even get a response from them. I simply want the two accounts combined into one which they offered.

  Business Response

  Date: 10/21/2022

  We have contacted the customer requesting they proceed with the requested re-verification and will continue to assist throughout the process.

  Customer Answer

  Date: 10/21/2022

  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:10/12/2022

  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.

  Chumba casino has locked my account after I reported missing withdrawals, missing money, extra charges, and unauthorized use of my account by someone unknown to me. I have requested records of all account activities and they immediately deactivated my account. I have made many purchases of gold coin packages well over $15,000 and since they have deactivated my account I have no access to the goods I have purchased and believe they need to return all the money that was used to purchase the gold coin packages.

  Business Response

  Date: 10/21/2022

  We have investigated the issues raised in the customer's complaint and have made them aware of the outcome. We suggest the customer contact our customer support team for further assistance. 

• Initial Complaint

  Date:10/12/2022

  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.

  Chumba Casino is an online "Sweepstakes" Casino that offers users the ability to receive "Sweeps Coins" (a currency that can be converted into real US dollars) for free by mailing in a hand-written request card as described in the Sweeps Rules. Every request card that is mailed in accordance with their Sweeps Rules is supposed to result in 5 Sweeps Coins being credited to the user's account.I have been mailing in valid request cards and envelopes since approximately June 2020 and until recently, was credited accordingly. I currently have approximately 100 envelopes (worth SC500) outstanding which have not been credited to my account and when I attempted to log in to my account on the evening of 10/4/22, I received a message stating my account had been deactivated and to contact customer support.I contacted customer support and was told my account was undergoing review. On 10/10/22, I received a message stating my account had been permanently deactivated and To ensure the ongoing security of our platforms, we are unable to provide any further information surrounding our decision.At the time of deactivation, I had approximately SC1,500 in my account and about SC1,300 was available for immediate redemption (equal to $1,300). I have always strictly followed the Sweeps Rules when submitting my requests and it is clear my account was deactivated purely because I regularly submit valid entries which is costing them money. Many others have had their accounts deactivated recently and the common factor seems to be the fact that we all regularly send in the sweepstakes entries we are legally allowed to send.In addition, I have made purchases with this business which means not all of the Sweeps Coins that have been credited to my account are from the mailings I submitted. I have attached screenshots showing the purchases made. I want my account reactivated with the proper balances and I want to be properly credited for all current and future mailed requests.

  Business Response

  Date: 10/21/2022

  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: 10/21/2022

   
  Complaint: 18204159
  
  I am rejecting this response because the business is refusing to acknowledge any of the points made in my complaint and is hiding behind their unfair, all-encompassing terms and conditions.  I can understand a business deactivating accounts if the user has done something wrong or in violation of the stated Terms and Conditions and Sweeps Rules, but I have strictly followed the rules and simply participate in the sweepstakes promotions the business is legally required to offer in order to continue operating without being considered an actual "casino".  My account had over $1,000 in money that was available to cash out and I made purchases with real money which contributed to this balance.  If the business actually had some sort of reasonable justification for the closure of my account, they wouldn't be refusing to release the reason.  By claiming they are unable to provide any information "to ensure the ongoing security and protection of [their] platform" while also insisting that their decision is final shows that they really have no solid justification for what they have done and this is unacceptable.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/30/2022

  The customer has been provided with as much information as possible surrounding their account restriction. This decision has been made with full consideration of the customer's account history. The decision as stated on 21 October 2022 is final and as such we consider this matter closed. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18204159
  
  I am rejecting this response because the business still has not provided any reasons or justification for the closure of my account and by closing my account, they are essentially refusing to pay me the more than $1,000 that was legally earned on their platform in strict accordance with their Sweep Rules.  This is outright theft and they think they can get away with it by simply stating their decision is final while only providing the following response:

  "Hello ****,
   
   
  As outlined in our previous correspondence, to ensure the ongoing security
  of our platforms, we are unable to provide any further information
  surrounding our decision."

  This is utterly ridiculous and it is obvious to me and all others who are going through this exact same thing with Chumba Casino right now as to why this has happened: They don't want to honor the requests that people submit via the sweepstakes entry system they are legally obligated to offer but they obviously cannot admit this so they hide behind this insane claim that they can't reveal the reasoning behind their decision "to ensure the ongoing security of [their] platforms".

  This is completely unacceptable and at this point, I don't even care about having my account reopened.  All I want is the the money I earned and which was available to cash out at the time of my deactivation.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/06/2022

  No further evidence relevant to this complaint have been provided. As outlined within our previous correspondence, our decision in this matter is final. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18204159
  
  I am rejecting this response because no further evidence should be required at this point and the business is clearly not acting in good faith towards achieving any sort of resolution to this matter.  The simple fact is I followed all of the rules as laid out in Chumba Casino's "Sweeps Rules", I paid money to Chumba Casino which resulted in Sweeps Coins being deposited into my account, and I played the Sweeps Coins in my account which resulted in me having over $1,000 worth of Sweeps Coins available to cash out when my account was suddenly deactivated for no reason.  This is unacceptable and I should at least be given the funds I would have received for cashing out what was in my account at the time of deactivation.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/12/2022

  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.

  Chumba casino deactivated my account after I had 2 large wins in their games in early September. I did not violate any terms or conditions and they give me no opportunity to provide additional information or proof of not violating any terms. I also sent them written requests for sweepscoins totaling >$10,000 and they never awarded me those credits. They also closed my account with over $300 of winning in my account and have not allowed me access to claim my winnings.

  Business Response

  Date: 10/21/2022

  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: 10/22/2022

   
  Complaint: 18202724
  
  I am rejecting this response because: it does not provide reason for deactivating account and withholding funds that were received from using their platform.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/30/2022

  The customer has been provided with all information available to disclose. The decision as stated on 21 October 2022 is final and as such we consider this matter to be closed. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18202724
  
  I am rejecting this response because:they still have over $300 of my winnings being withheld from me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/06/2022

  No further information relevant to the complaint has been provided.  As such, our decision as communicated on 21 October 2022 stands and we consider this matter closed. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18202724
  
  I am rejecting this response because:The business refuses to disclose their reasoning for deactivating my account. They are a sweepstakes entertainment platform that allows written submission for sweepstakes coin. I spent hours every day for months writing cards and spending money sending those cards in the mail. I believe they have deactivated my account without cause and just reasoning. I do not think their business practices are fair and I feel cheated out of rightfully earned sweeps coins as I wrote thousands of letters that were never acknowledged or credited to my account. Im a doctor at a hospital who has dedicated her time and effort to help care for and provide healthcare to the public through the last 2 years and I feel as though my time and effort should be rewarded in writing these letters as it has taken a great deal of my time and effort to write them. Please reactivate my account, allow me access to the coins in the account and also credit my account accordingly to the thousands of letters that I wrote for several months.

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

• Initial Complaint

  Date:10/12/2022

  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.

  Hello was deactivated from chumba casino on September 22nd I sent an email and received a reply that I would be deactivated for 72 hours i have sent emails with no response it is now October 12th and I'm still deactivated with no response I received an email with ticket **** as slove with no resolution l would really like my account back I don't feel I have done any wrong doings if I have please accept my apologies I would really like my account back please thank you

  Business Response

  Date: 10/20/2022

  We can confirm that the customers account has since been reactivated following a routine security review. The customer has been made aware of this account update.

  Customer Answer

  Date: 10/21/2022

  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:10/12/2022

  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 October 1st, I received a message stating I was banned from the platform for unjustified reasons not stated. They withheld my payment and deactivated my account so they did not have to pay out. I did not receive the money I was spending and waiting for the promotional sweepstakes. Instead, I received an email from their support ************ no actual reason for my permanent ban. Your request (# ********) has been updated. To add additional comments, reply to this email.Dear *****, As a result of a recent review of your Chumba Casino account, and as we are entitled to do under clause **** of Chumbas Terms and Conditions that you have agreed to at the time of your account registration, we have decided to permanently deactivate your account. To ensure the ongoing security of our platforms, we are unable to provide any further information surrounding our decision. If we identify accounts on our platforms associated with you in the future, they will be subsequently deactivated, voiding all associated Gold Coins and Sweeps Coins in keeping with our terms. All the best,******

  Business Response

  Date: 10/20/2022

  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.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18201446
  
  I am rejecting this reponse because: they have bot offeree any resolution but an automated reponse .
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/21/2022

  The customer has been provided with our final decision regarding this matter on 20 October 2022. As such, we consider this matter to be closed. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18201446
  
  I am rejecting this response because: Chumba Casino has not resolved anything. Will be taking matters to court and pursuing litigations soon.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/27/2022

  The customer has been provided with the final decision as stated on 20 October 2022. As no new additional information has been provided by the customer, we consider this matter to be closed. 

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18201446
  
  I am rejecting this response because: I am initiating a class action lawsuit.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/12/2022

  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.

  I have been permanently deactivated under false pretenses and it is completely unfair. I have always followed all the sweeps rules. I also sent in roughly **** sweeps envelopes that I was never credited for prior to this deactivation. I put a lot of time, effort and money into those envelopes. At the very least I would like to receive the credits for the envelopes I sent prior to deactivation (roughly ****). I am a paying customer and I have not broken any rules. This situation must be remedied immediately please. I will continue to voice my displeasure until this is resolved. Thank you.

  Business Response

  Date: 10/21/2022

  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:10/11/2022

  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.

  October 1, 2022 I was informed by Chumba Casino that my account has been permanently deactivated due to a breach of terms and conditions, but have failed to notify me what terms I have breached. I do not believe I have breached any terms of use.I have reasons to believe Chumba is acting on bad faith to deactivate my account as their social casino is incurring real costs from my participation in their Sweeps Program, which I have spent hundreds of hours and thousands of dollars in ** postal stamp costs to mail in. I believe this act of bad faith on behalf of Chumba is akin to a behavior an actual Casino would be inclined to take to mitigate their losses related to an individual. I would like a formal investigation of Chumba's business practices being that of an Online Casino operating in ***************** under the guise of a social gaming casino and would like a resolution to my financial losses stemming from the mailed in Sweepstakes letters that will not be recognized due to this deactivation of my account.Attached is the communication received from Chumba Casino regarding my account deactivation.

  Business Response

  Date: 10/21/2022

  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: 10/21/2022

   
  Complaint: 18154565
  
  I am rejecting this response because: the message received has no explanations and Chumba is claiming infinite right to refuse complaints and is not providing a resolution that is satisfactory.

  Message stated "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."

  The terms agreed upon were to follow all rules stipulated, I've not engaged in any of the prohibited actions and believe Chumba is acting in bad faith to refuse my participation in the sweeps program and I would like to claim for the costs that I've incurred to particiapte in the program.
  

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

  
  

  Business Response

  Date: 10/30/2022

  As provided in Chumba's Terms and Conditions, under section ****, the decision as stated previously is at the discretion of Chumba Casino. This is final decision regarding this matter, and as such we consider this matter to be closed. 

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18154565
  
  I am rejecting this response because: I've already refereced section **** and the sub clauses referecing the cause, and I attest that I have been compliant and request a formal review and reinstatement of my account.
  
  Sincerely,
  
  C.H.

  Business Response

  Date: 11/11/2022

  We have completed a thorough investigation into the customer's account and have decided to maintain our previous decision as stated on 21 October 2022. The customer has been notified of their account status and that this will remain in place. Based on this information, we now consider this matter closed. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18154565
  
  I am rejecting this response because: the terms and conditions that is being repeatedly cited gives the business the ability to operate as a casino without providing an actual reason for the closure of the account. Rather, the business will close accounts that they deem unprofitable, which is is not allowed for a business operating under the guise of a sweeps business. I reject this response.
  
  Sincerely,
  
  CH

• Initial Complaint

  Date:10/11/2022

  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.

  Hi I participated in Chumba Casino's envelope sweepstakes as well as put in my own money to play the games on the site. Last week there was a mass deactivation on the site due to the company saying they were reviewing accounts, though many people got their account reactivated, I was one of many people who got permanently deactivated. This means I'm not able to get credited for the envelope requests I sent months ago for sweepstakes coins. They wrote in their email that they are not obligated to tell me why I have been deactivated. I have not broken any of their rules and I believe they are doing this to not have to credit mine and others sweepstakes requests, this would be illegal since they are not allowed to limit sweepstakes credits or they would be breaking the law by not being a true sweepstakes and instead being a regular online casino.

  Business Response

  Date: 10/21/2022

  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: 10/22/2022

   
  Complaint: 18200598
  
  I am rejecting this response because:I have not broken any rules and the company is refusing to tell me what they believe I did, most likely because I did not break any rules and therefore they cannot prove anything. This is horrible business practice, the company does not want to pay out their players. I would like to receive my sweepscoins that I spent time and money on, if they wish to limit the amount I send afterwards thats fine but I would like to first be credited for what I sent. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/30/2022

  The decision provided previously contains all the information we are able to disclose. As such, the decision as stated on 21 October is final and we consider this matter to be closed.