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:10/08/2022

  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 is a sweepstakes casino that is required to offer a no-purchase-necessary option to play. They have no limit to how many Sweeps Requests you can send in to request free "sweeps coins". Late September they must have looked at their bottom line and decided they needed to minimize some of their loss. They unfairly deactivated my account, along with hundreds of others, saying they reserve the right to not tell me why, but that I "breached" their terms and conditions. This is completely false, as I have followed all rules to a T. And I can prove that I have followed all rules. I have over **** envelope requests pending with them, which equates to over $10,000 worth of sweeps coins. I spent countless hours and thousands of dollars sending these requests over the last 3 months and I need to be given what they promise customers in their Terms and Conditions. Chumba Casino is being dishonest and unfair. If they want to close my account so I can no longer send in Sweeps Requests (which is also unethical and against their Terms and Conditions) then they must at the very least credit my account with what I am legally owed.

  Business Response

  Date: 10/17/2022

  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: 10/20/2022

   
  Complaint: 18186061
  
  I am rejecting this response because:

  The Terms clearly state that if I have broken a rule laid out in the Terms and Conditions, then you have the right to ban my account, but I most definitely did not breach any of the Terms and Conditions and I have read through them many times to verify this. If you will not reinstate my account and credit me with what you owe me for the outstanding envelope requests that I put countless hours and money into, I am now obligated to move to arbitration.
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/27/2022

  The customer has been provided with the final decision as stated on 17 October 2022. As no new additional information has been provided by the customer, we consider this matter to be closed. 

• Initial Complaint

  Date:10/06/2022

  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 have been gambling on Chumba Casino's online casino for over a year. I send in envelopes to give me free entry into their casino games which is allowed according to their terms of service. Several days ago on September 28, 2022, they deactivated my account shortly after giving me credit for some envelopes that I had sent in. At the time that they deactivated my gambling account I had more than $20,000 USD in the account. The have not provided a reason for why they permanently deactivated my account. All they have done is cite clause **** from their T&C (https://www.chumbacasino.com/terms-and-conditions)If you look at that clause, it states:"If we close your Customer Account for other reasons, we will make reasonable efforts to enable you to redeem any Prizes in your Customer Account..."However, they have taken absolutely no action towards allowing me to redeem the money that was in my customer account when they deactivated it. I think they should let me cash out that money.I attached a copy of my correspondence with Chumba where they ignore my request to cash out my money. I also attached the email proving I got credit on September 28 for envelopes I had previously sent in. (The account was already deactivated by the time I went to login, so I couldn't cash it out)I had even more money already in the account but I don't have a good way of proving the total amount unfortunately.

  Business Response

  Date: 10/13/2022

  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: 10/18/2022

   
  Complaint: 18175264
  
  I am rejecting this response because: In your terms of service you clearly state that you will make reasonable efforts to enable you to redeem any Prizes in my Customer Account. Can you please let me cash out the unredeemed credits that are currently in there?

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

  Business Response

  Date: 10/24/2022

  The customer has been provided with our final decision dated on 13 October 2022. As such, we consider this matter to be closed. 

• Initial Complaint

  Date:10/05/2022

  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.

  I have been writing sweepstakes requests to Chumba casino and vgw games since I was bed ridden due to a lightning strike (that injured my spine). Everything was fine, until 3 weeks ago when my account was deactivated. They have ***** requests from me that took forever to write not to mention cost a lot of money for supplies and stamps. I would like resolution only the form of my account being deactivated as I broke no rules, and the $9,225 in sweeps requests that they owe me to be credited to my account. Thank you for your help! This seems very unfair.

  Business Response

  Date: 10/13/2022

  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: 10/14/2022

   
  Complaint: 18174690
  
  I am rejecting this response because:I handwrote all of the requests and followed all the rules outlined in Chumba Casinos terms and conditions and they still refused to pay. It is unfair they can do this to customers whom follow all the rules. Chumba Casino by making this decision is going against their own rules. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/20/2022

  The customer has been provided with the final decision regarding their account status on 13 October 2022, and as such we consider this matter to be closed. 

• Initial Complaint

  Date:10/04/2022

  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 is an online sweepstakes casino that supposedly allows players to enter for free by sending in a handwritten requests for credits. (They are required by law to do this in order to be legal). However, for the past several months they have not been crediting me for the entries that I've been sending in through mail. Also, 2 days ago on October 1st they permanently deactivated my account and refused to provide a reason. I suspect that it had to do with not wanting to provide me credit for all my alternate methods of entry.Additionally, I had several hundred dollars in my account at the time that they deactivated it, and they have not refunded that money to me or provided me with any way of redeeming it. I think that if they can't provide a valid reason as to why they closed my account they should at the very least return the money that I had. I also think that they should credit me for all the envelopes I sent in because as it currently stands they are not honoring their terms of service and also appear to be violating the laws that sweepstakes casinos are supposed to adhere to.

  Business Response

  Date: 10/13/2022

  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:10/04/2022

  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.

  VGW Games which owns and operates Chumba Casino deactivated and banned my accounts on all platforms as of 09/26/22, claiming I breached their rules from having an account closed years ago. They have recently performed a mass banning of accounts to users who request free sweepstakes entries to use their sites. This is against all US laws as sweepstakes sites are required to provide free ways to participate.If their claim is true then I should not have been able to make purchases totaling over $5,000 between 03/2022 and 09/2022. They are using this claim of breach to get away with not compensating me for roughly $4,000 worth of free sweepstakes entries from mailed envelopes.As I stated above, they have done this to hundreds of people in my ******** group in effort to cut business cost and skirting ************** laws.I am requesting a full refund for $5,000 USD to be paid back to all debit cards used to make purchases as I should not have been able to going by their terms and conditions.

  Business Response

  Date: 10/13/2022

  The customer has been provided with our decision stated in the previous correspondence relating to Better Business Bureau Complaint 18064082. 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: 10/14/2022

   
  Complaint: 18163504
  
  I am rejecting this response because:
  
  They owe me almost $4,000 ** worth of sweepstakes entries and have not refunded me for my purchases.
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/20/2022

  The customer has been provided with the final decision regarding the status of their account on 13 October 2022, and as such we consider this matter to be closed. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18163504
  
  I am rejecting this response because there has not been a resolution. I have requested the refund of all purchases made since they claim I was in breach of the terms from the beginning. This will not end until I receive full refund for all purchases.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/27/2022

  The customer has been provided with our decision regarding their account status and request for a refund of purchases. As no new additional information has been provided by the customer, we consider this matter to be closed. 

• Initial Complaint

  Date:10/03/2022

  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.

  Oct 3 2022 I have been playing on Chumba now for over a year. I have always followed the rules. I went on to get my Sweepstakes credits and found that my account was deactivated. They said it was under review and they would get back to me. A couple days later I received an email that said my account was deactivated permanently. They wouldn't give a reason except it's under the clause **** It's funny that it happened the day I was supposed to get over **** credits.

  Business Response

  Date: 10/13/2022

  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:10/03/2022

  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.

  I have been participating in Chumba Casinos sweepstakes promotions for a little over a year. Currently I have sent upwards of **** sweeps envelope requests that I have not received credit for. I was informed 3 weeks ago that I would receive $**** in sweeps coins on the next credit cycle, accounting for **** of these envelopes. On the day those credits were supposed to hit my account I tried to log in and was informed my account had been deactivated for review. Last night I received an email saying they have permanently deactivated my account and will not be giving me a reason. I have followed all of their terms and conditions and spent countless hours and lots of money on stamps for the envelopes I sent to participate in their promotion. I would like them to, at the very least, give me access to my account to play through the credits they already told me I am owed (**** sweeps coins). They have treated me extremely unfairly and are coming off as a complete scam since its very obvious what their reasons are. Not to mention their promotion requires time and lots of stamp money for it to be participated in. I will not stop filing complaints with every institution possible until I receive what I am owed. I am not asking for anything more than ethical business practices and for Chumba not to s**** over unsuspecting participants in their sweepstakes promotions.

  Business Response

  Date: 10/13/2022

  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: 10/14/2022

   
  Complaint: 18162894
  
  I am rejecting this response because Chumba Casino is still unfairly keeping my account deactivated. If Chumba does not reactivate my account and give me access to my sweeps coins, I will move to arbitration. I have not violated any of the their terms and conditions.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/20/2022

  The customer has been provided with the final decision regarding their account status on 13 October 2022, and as such we consider this matter to be closed. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18162894
  
  I am rejecting this response because they have unfairly closed my account with a lot of outstanding money on the line. I wouldbe liked to resolve this without legal involvement, but since that is not possible, I would like to move to arbitration. My legal team will be in contact this week.
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/27/2022

  The customer has been provided with the final decision as stated on 17 October 2022. As no new additional information has been provided by the customer, we consider this matter to be closed. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18162894
  
  I am rejecting this response because I would kindly like to state that this matter is not closed. I did not violate any terms and conditions and would like my account reactivated. I will go to arbitration if it is not, so please kindly reactivate *** account. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/03/2022

  Type:Order 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.

  This company operates under the pretense that they are a free sweepstakes company. When all actuality they are a money casino. They change the odds on players and when you try to send in sweepstakes envelops they cancel your account for no reason. They have unfair terms and claim they can cancel an account or refuse to pay at anytime for any reason. This company is scamming ********* out of millions of dollars. They are located in Malta but work in *****************.

  Business Response

  Date: 10/13/2022

  We have investigated the issues raised in the customer's complaint and have made them aware of the outcome of our investigation.  Additionally, Chumba games should be solely used for fun and entertainment purposes, and we encourage our customers to reach out to our **************** team should they require any further assistance.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18159790
  
  I am rejecting this response because:your company deleted my account because I filed a report with the bbb. In ******* we practice freedom of speech. You also have been closing other members account with no explanation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/18/2022

  No additional information relevant to the complaint has been provided. As such, we will be maintaining our decision as communicated to the customer on the 13th October 2022.

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18159790
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/24/2022

  My account was suspended because I filed a report with the bbb. Chumba has refused to give me my account back and has refused to clarify

  Business Response

  Date: 10/30/2022

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

  Customer Answer

  Date: 10/31/2022

  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:10/03/2022

  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.

  VGW is the parent company of 3 online casinos, Chumba casino, Global poker, and LuckyLand slots. They operate as a social gaming company but are really online casinos. They sell gold coins that have no value by give free sweeps coins when you purchase the gold coins and the sweeps coins can be redeemed for cash or gift cards once they are played through. Also sweeps coins can be received for free by mail by submitting a postal request. As of today VGW and its 3 subsidiaries have banned all of my accounts. I have been submitting postal requests to the various companies for about 1 year. Through social media sites like Reddit and ******** I have learned that many other people that also submit postal requests have also been banned. I have not broken any of their rules to justify being banned. They have banned me because I submit postal requests for free sweeps credits. They sites a rule that they can ban anyone for any reason which seems wrong. It seems Chumba casino is discriminating against accounts that submit postal requests for free sweeps coins. I would like all of my accounts re-actives and all pending credits to be reinstated.

  Business Response

  Date: 10/09/2022

  The customer's account has since been reactivated following the routine security review that was completed. The customer has been made aware of this status update.  

• Initial Complaint

  Date:10/03/2022

  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.

  This morning, Chumba Casino closed my account permanently after I've been a customer of their website since January 2021. They've provided no reason other than the fact that they can close accounts pursuant to clause **** of their terms, which states that they can close accounts at their sole discretion without having to provide a reason.This website is a sweepstakes casino where you can mail in an AMOE (alternative method of entry) request to get $5 of "Sweeps Coins", equivalent to $5 USD to ****** with on the website. I've been sending in these postal requests in the mail since January of 2021 and play for fun with the money they credit to my account.I have over $10,000 USD equivalent in postal requests pending on their website prior to this account closure today, which they now don't have to pay out since my account is closed without reason. I followed all of their terms and conditions to a tee, and didn't break any of their rules. The fact that Chumba Casino can close my account without reason when I have such a large amount of money pending to be credited to my account is absurd. Since each request is $5 to be credited, I have well over $2,000 spent on my credit card for postage, envelopes, and index cards that are used to write on for these postal requests that now has to be paid and I'm not going to see any return from it as I typically would after getting credited on the website.I'm seeking that my account be reopened since it was closed without reason. No rules were broken on my behalf, I'm simply sending out postal requests to get credited Sweeps Coins on the website to ****** with for fun. I don't understand how after nearly two years of doing this, my account is suddenly being closed. I find it odd how they can close accounts without reason when some accounts, mine included, have thousands of dollars pending from postal requests, and now that money is gone and they don't have to credit it to accounts. I believe they're doing this to save money.

  Business Response

  Date: 10/12/2022

  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: 10/13/2022

   
  Complaint: 18157801
  
  I am rejecting this response because:

  Just because you have it stated in your terms and conditions that you don't have to give me a reason due to "security issues" doesn't mean your company can just go around banning accounts for no reason because you don't feel like paying them what they're owed. A large number of others are in my position and the way your company has handled all of this deactivation bogus is extremely unprofessional. How can you ban accounts and not give a reason? If someone wins a 1 million dollar jackpot, you can just ban their account and say "we don't have to tell you why, it's due to a security issue"? That's fine though because it's in your terms and conditions and now you don't have to pay out a million dollars. Sounds like grounds for a law suit. 

  In your terms you state there's an individual arbitration process as well as complaint procedure. Well, 12 days ago now, I lodged my complaint and 12 days later, I've yet to receive a response. Even though in your T&C it states I'll receive a response within 10 calendar days. I've now submitted my dispute through ****** Consulta about 9 days ago now, and have yet to hear back from them. Seems like everyone is ignoring my complaint about this, including the company you claim handles these disputes in a timely manner. 

  All I'm asking that is if you're going to defraud me of thousands of dollars, at least tell me what what rules I broke in your terms and conditions instead of just blanket banning hundreds/thousands of people for absolutely no reason to save your company money.

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

  Business Response

  Date: 10/20/2022

  As previously stated, our decision in this matter is final. ****** is a separate and independent entity which our team has no access to. If you wish for a status update on your matter with them, we recommend that you contact ****** with that request.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18157801
  
  I am rejecting this response because:

  Chumba has still yet to give a valid reason as to why my account is closed. Hiding behind a clause that allows them to close your account due to security reasons is ********, to be *****. I want whats owed to me - Im out $2300 in postage and over ****** SC that was supposed to be credited to my account before your company pulled this garbage stunt. 

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

  Business Response

  Date: 10/27/2022

  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: 10/28/2022

   
  Complaint: 18157801
  
  I am rejecting this response because: another copy/paste response that Im not going to accept. Explain what rule I broke on your site. You just dont want to pay out the money thats owed from my postal requests and its pretty obvious. Theres literally no other reason as to why people are randomly getting permanently deactivated, we all have one thing in common and that is sending in postal requests. You guys cant even abide by sweepstakes law, its no wonder youre settling class action law suits for millions. Unbelievable. 
  
  Sincerely,
  
  *********************