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:08/02/2022

  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.

  Account open under my name fraudulently I contact support with proof of message from the fraudster and explain Im looking for a refund because card was charge and the bank refer to merchant. **************** is in hears of no response no nothing looking for all money back adpa

  Business Response

  Date: 08/07/2022

  we have investigated the issue raised in the customer's complaint and have provided the customer with the outcome of our investigation. 

• Initial Complaint

  Date:08/01/2022

  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.

  have been a loyal customer of ********************/luckyland/Global for over a year now. I was recently given a new hostess that has since completely destroyed and ruined my experience with VGW. I have spent a good amount playing there with money I earn through my self employment. Since ************************* became my hostess ive had nothing but problems. One day I was playing, won some playing Atlantis then suddenly I was locked out of all three accounts. She then basically told me if I dont submit my tax documents to them my accounts would be compromised. I have the e mails to prove it. I wasnt comfortable sending that so I sent my sales report from my payment processing system. She still thought I was lying. I reluctantly sent in my ****k form as proof and immediately I was able to log into my accounts but no purchasing. She then called me on the phone and mind you, I am NOT happy being treated this way. I asked for her boss contact info and she hung up on me!!! Yesterday I was able to sign on to luckyland and make purchases. Now my Chumba account says I have a self imposed limit which I NEVER did. She also said I had a limit before all this and I never did! She funnels all my inquiries so no one else will see them. I cant for the life of me understand why I am being treated so poorly and unfair. When she called the first time I shared personal info about my life to relate and such. I cant help but think shes discriminating against me.

  Business Response

  Date: 08/05/2022

  We require account verification to ensure the security of our platform and customer information. Some customers may experience a delay when additional information is required to verify their account. We have communicated to the customer the results of our review into their documentation and the status of their account moving forward.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17656387
  
  I am rejecting this response because:they are falsely accusing me of not using their website properly.  They requested documents which I gave them to prove my income status.  They are not being truthful and commiting unfair business practices. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/19/2022

  As the customer has not provided any new additional information relevant to their complaint, our decision as stated on 5 August 2022 still stands. 

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17656387
  
  I am rejecting this response because: Its unclear what else they are asking from me.  They wanted documents to prove my income and I sent in my tax form.  What else do they need?  Its completely wrong breast able to ask for more documents.  These are personal things, why do they need to see them? 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/26/2022

  Chumba Casino is required to follow standard 'Know Your Customer' protocols as well as undertaking measures to ensure compliance of our internal and external obligations. As the customer has not provided any new information to investigate, the decision as stated on 5 August 2022 stands.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17656387
  
  I am rejecting this response because: You still havent answered what other information you need from me.  I sent in a tax form and was told by ******************* that it would be enough.  So what information are you missing? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/01/2022

  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.

  Hello i emailed this merchant a few times before and i submitted non positive feedback about winnings on their platform because i felt their site wasnt legit due to it being my first time playing their online slots and due to the fact their based in australia a total diff country than mines.. so they decided to disable my account to not play on their platform anymore i never filed any chargebacks etc.. i did advise them i was going to report to the BBB after they refused to reactivate my account for literally just submitted non positive feedback i also noticed them telling lots of players via their social media page that they should remain positive and they will see more wins rather than loosing funds which indicates to me they put some sort of loosing streak to players accounts once they send in any form of negative feedback regarding gameplay experience which is not right of them to operate in such way so i just would like for them to either refund me all i purchased on their site or to reactivate my account to be fair because i didnt do anything wrong to be deactived and then to refuse reactivation because i only submitted negative feedback about my game play experience..

  Business Response

  Date: 08/07/2022

  We have investigated the issues raised in the customer's complaint and have provided the customer with the outcome of our investigation. 

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17651669
  
  
  I am rejecting this response because: business have not agreed to and refunded me all purchases made on their platform for being scammed all along by the business and they also refused to reopen my account after closing my account for absolutely no valid reason to just close my account when all i ever did was submit my feedback on game play with them 
  
  Sincerely,
   *****************************

  Business Response

  Date: 08/10/2022

  We have considered the customer's response and have made the customer aware of our decision in accordance with Chumba Casinos terms and conditions. To ensure the ongoing protection and security of our platform we are unable to provide any additional information surrounding our decision.   

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17651669
  
  I am rejecting this response because: merchant has not refunded me my funds after i have made purchases with them and didnt receive fair services also i did nothing wrong to be banned from their platform in the first place they are conducting discriminating business and are refusing to refund me my funds spent with them at least!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2022

  As you have not provided any additional information relevant to our investigation, the decision set out in our communication of 7th August 2022 stands. We consider this matter closed.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17651669
  
  I am rejecting this response because: merchant needs to either refund me all purchases made on their website or ***** opening my account because it was closed for no reason i didnt do anything wrong but submit feedback that they took offense to if you dont submit positive feedback these scammers will ban you for absolutely just telling your feedback if it is bad feedback they will ban your account so they are conducting bad buisness bts!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/27/2022

  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.

  Wont cash out my 3k that I won from them and deactivated my account and have had no response in the last 5 days from them.

  Business Response

  Date: 08/03/2022

  We have reviewed the customer's complaint and have provided the customer with a response regarding the requested redemption.

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17634841
  
  I am rejecting this response because:

  Chumba tried to make sure that the complaints listed are magically made up and if they were multiple people wouldnt have the same complaint. They also do the retaliation so youre unable to play on their gaming system anymore by banding you forever since youve made a complaint to the BBB. I get no one want to be reported but when your gaming system is rigged and theres multiple complaints that say it and you deactivate peoples accounts and then turn around and ban them indefinite. You put two and two together. Im sure itll only be a matter of time if theyre not in the process of suing. Its supposed to be fair game play. Not retaliation by closing someones account because their upset people dont like the games rigged. Im sure a lawyer will suffice on my end though. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2022

  We have considered the customer's response and have made the customer aware of decision in accordance with our terms and conditions. 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17634841
  
  I am rejecting this response because:
  Chumba still has not outlined what I did other than contacting the BBB for the games that constantly freeze that other customers have complained about by easily googling / jointing ******** groups / and ot looking at the BBB complaints theirselves. This is indeed retaliation and the situation needs to be rectified correctly and I will not stop until the situation is fair and completed accordingly and will submit as many complaints against them . Again, there is nothing Ive done wrong other than ask questions the same questions other users have concerns about  all in which have been deactivated as well for our legitimate reason  

  B

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

  Business Response

  Date: 08/10/2022

  We have conducted an extensive review of the customers gameplay history and found no events or inconsistencies to suggest there has been an error in our system when playing any of our games. We note that Chumba Casino games utilise an externally verified Random Number Generator and therefore we are unable to manipulate or predict the outcome of our games. Additionally, as outlined in Chumba Casino's Responsible Social Gameplay Policy, we may at times apply measures to a customers account which can include account deactivation or declining requests for reactivation. For further information on our Responsible Social Gameplay Policy please visit the link here: https://www.chumbacasino.com/responsible-social-gameplay. This decision has been made based on the investigation that was completed into the customer's history of correspondence. As such, our decision as stated on 3 August 2022 still stands.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17634841
  
  I am rejecting this response because: you obviously have not done an extensive search because if you have there would not be so many complaints against your gaming system freezing / lagging / signing out and so on and so forth. Either be honest or I am going to keep submitting proof and evidence of many customers complaints with mine not being the only one. You can search through the BBB and then on multiple websites to find the same issues that are being brought to your attention. Also , my history doesnt even exist with you all because I wouldnt have been able to play this long if there was a true issue at hand. You all deactivate players indefinitely once the BBB gets involved because it lowes our rating score which in turn should be lowered since this is how you retaliate ! I asked a question about our gaming system. Which was not answered thoroughly on why t** freezes and or logs out and why when on a bonus game when you log back in the winnings are already calculated for you and the bonuses round ends. That means your system is rigged to create a winning without actually playing or finishing a bonus round. That means your automated generator system is null and void  . Once again, I stand on my point and will continue to disagree until this matter is handled fair and appropriately 

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

  Business Response

  Date: 08/16/2022

  No further information relevant to the complaint has been provided. As such our decision as stated on 3rd August 2022 stands.

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17634841
  
  I am rejecting this response because: the information has been provided. You just dont like my response which is fine. Dont worry a lawyer is involved now since you obviously lack the capabilities in providing a fair outcome and there is ample proof that your gaming system was indeed rigged . You can either fix the problem and provide a resolution or I can keep rejecting your responses and have your ratings plummet and continue with my lawyer or be fair. Its your decision 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/27/2022

  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.

  After filing a complaint with the bbb my account was reopened however my option for instant redemptions was taken away and I have been waiting over a week for a redemption prize I was originally told it would take ***** hrs I contacted them after more than 72hrs had passed and received an email saying up to 14 business days which is contradictory I feel it is unfair and was done out of retaliation When I contact them through email I constantly get told they are working on itI have never waited this long for a redemption I feel as if the business is punishing me and trying to force me to cancel my redemption I would like my instant redemptions back or I would like a refund of every dollar spent with this company

  Business Response

  Date: 08/05/2022

  The customer has been sent confirmation that their pending prize redemption was successfully processed into their nominated bank account.

  Customer Answer

  Date: 08/05/2022

  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:07/20/2022

  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 playing for years. I mean a couple of years. Recently due to customer attractions ********************** has tightened up their games and have this skipping or lagging whatever you want to call it that will simply skip over your winning the bonus and act as if you never landed on it when indeed it has. I have reached out to multiple people in regards to gaining a credit to my account for the last 2 months its been happening. Its legit happened every single day. Either you get the its a random number generated system that cant be manipulated which is a lie. I have put maybe 5k in one day and not win a dime bt will land on bonuses and then be lagged signed out or skipped on games. There is multiple complaints about this new skipping that the games do. It is not fair or right. People have written comments and such. Also , you can never win a major . Its almost as if seeing a flying pig the day you do. Its non existent. When asked about the random number generator they cant tell you except it cant be changed . No details. Nothing. At this point I just want to have a fair game. I know gambling can be enticing and thats what casinos are made for but real casinos dont log you and make you sign it and or skip multiple times. Never existed. Either fix the problem or Ill be filing suit. Theres plenty of video circulations surrounding this topic.

  Business Response

  Date: 07/30/2022

  We are in the process of investigating the issues raised in the customer's complaint. We will provide the customer with the outcome of our investigation shortly.

• Initial Complaint

  Date:07/16/2022

  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.

  My account was randomly deactivated with no explanation. I have sent in so many tickets but every time they dont even get looked at or any response they just deleted. Their customer service is terrible and they dont care about their customers.

  Business Response

  Date: 07/19/2022

  We have provided the customer with the outcome of our investigation and the reason for their account deactivation. 

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17577611
  
  I am rejecting this response because:
  They have not given me any outcome. They have given me a generic answer to my question that makes no sense. There is ZERO reasoning behind it and not information at all. The fact that they did it because luckyland didnt it is pathetic and sad.

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

  Business Response

  Date: 07/20/2022

  The customer has been made aware of the reasons for their account deactivation. Chumba Casino is committed to endorsing responsible social gameplay as a policy of customer care and social responsibility. To ensure customers continue to enjoy safe and manageable play, we may at times apply measures to a customers account. This has been advised to the customer and our decision as stated on 18 July 2022 still stands.

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17577611
  
  I am rejecting this response because:
  they have not given me a reason. What they say they have ZERO proof. I have even limited my account to be responsible and yet they tell me I am not. Makes no sense. This all stems down to luckyland deactivating me and that is biased. They cant give me a reasonable reason and they are scared! VGW and everyone will know of their illegal gambling they allow ********************************* to do on their site. Its even in their rules but yet they arent held accountable?

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

• Initial Complaint

  Date:07/11/2022

  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.

  I have been playing on Chumba Casinos site for over two years. Fast forward to a couple weeks ago, my account was randomly blocked. They said due to security reasons, I need to re-verify my information. I then received an email a few days ago stating that my account was verified once again. I tried to log back in and it said my account was still blocked. I contacted Chumba via email again and now theyre telling me theyre still reviewing the documents and taking forever to respond. I just want my account unlocked and if they told me that my account was verified in the first place, why are they still reviewing documents?

  Business Response

  Date: 07/13/2022

  We have advised the customer that we are unable to locate a ********************** account relating to this verification issue. Due to privacy reasons, we have instructed the customer to reach out to our team from the registered email address for us to assist them further. 

• Initial Complaint

  Date:07/10/2022

  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.

  Oh I had an account with chumbacasino.com and luckyland.com they are sisters casinos they work together I was a very loyal customer paid them a lot of money I became what was called a diamond duck in Lucky land you get special treatment to say for how much money I spent with them the day before all this happened chumba gave me a killer deal for $25 for a 100 sweeps coins Plus a free $25 sweeps coins to play in the casino because I've spent so much money with them I buy the 25 dollar deal I played all day everything was fine the next day I go to log on and both Lucky land and chumba Casino deactivated my account for no reason other than they did a careful review of my account saying that I was not having fun.... I was told to contact you guys maybe you could help me get my account back or at least the thousands of dollars that I've put into them and I've literally won almost nothing which I understand it's gambling so there is a risk and yeah I understand no money refund will happen but I would at least like for my account to be active again because they cannot decide whether I'm having fun or not so yeah that's my situation I'm just thoroughly upset because I've spent over thousands of dollars with them and they block me because they think I'm not having fun I have an email for proof too saying they want their customers to have fun and they did a review of my account saying that I'm not having fun

  Business Response

  Date: 07/19/2022

  The customer has been informed of the results of our investigation and updated on the status of their accounts on our Platform.

• Initial Complaint

  Date:07/08/2022

  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.

  I have been playing chumba casino and won $2600 on 6/16 I sent in for my redemption of $2000 and it has been over 20 days still no deposit to my bank account. I have sent in all verification required and still have not received my money. I have tried to get in touch with chumba to get this resolved and still have had no progress made.

  Business Response

  Date: 07/14/2022

  We have investigated the issue raised in the customer's complaint and have made the customer aware of the outcome of our investigation. 

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17541719
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************