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Business Profile

Online Gaming

Chumba Casino

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 341 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2022

    Type:Product Issues
    Status:
    Answered
    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 submitted all of the correct identification and they just do not want to pay me so they keep insisting I provided an additional form of ID. There's is ABSOLUTELY nothing wrong with the one I have submitted. As it is the only VALID AND UNEXPIRED form of photo identification I have. I'm also going to attach it to this complaint along with the email they sent me today. If this isn't resolved SOON my attorney will be in touch with Chumba Casino.

    Business Response

    Date: 06/29/2022

    Chumba Casino is required to follow standard 'Know Your Client' protocols, as well as undertaking measures with respect to anti-money laundering and identity fraud. These measures include requiring valid forms of identity and may result in a player being unable to use the platform if this cannot be provided. In undertaking the verification process the customer was not able to provide acceptable documentation and has been advised of their account status.

    Customer Answer

    Date: 06/29/2022

     
    Complaint: 17478344

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:06/24/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 rarely play chumba online but I logged on to play and noticed that it said my account is deactivated at which I contacted customer service as it instructed I the email, when they got back to me they said I breached an account at which I am shocked because I rarely play but have spent well over **** dollars and didn't win anything worth the money spent

    Business Response

    Date: 07/01/2022

    We have reviewed the customers complaint and note that all Payment Mediums used to complete purchases on our platform must lawfully belong to the account owner.We have provided the customer with our investigation findings and decision regarding their account status.

  • Initial Complaint

    Date:06/23/2022

    Type:Billing Issues
    Status:
    Answered
    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 reactivated my account But now they are leaving me in limbo not verifying my account for withdrawal I've been waiting over 2 weeks and have sent them all the proper information several times and they just keep pushing me to the side.

    Business Response

    Date: 06/27/2022

    This appears to be a duplicate of BBB Complaint No. 17478344 regarding the customer's verification issues. We will send our response in BBB Complaint No. 17478344.

  • Initial Complaint

    Date:06/23/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 closed suddenly after winning over 20k The online casino refused to issue my prize right away I ended up spinning it all back then suddenly my account was deactivated I would like Vix a refund of every dollar Ive ever spent with this company

    Business Response

    Date: 07/01/2022

    The customers account has been reactivated after completing a thorough investigation into their matter. 

    Customer Answer

    Date: 07/03/2022

    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. The business reopened my account

    Sincerely,

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

  • Initial Complaint

    Date:06/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was playing ******************************** slots and after depositing multiple times i went to cash out and it locked me outt of. The site and it said geolock i live in wash st

    Business Response

    Date: 06/30/2022

    As outlined in Chumba Casinos Term and Conditions, only players in the continental ************* and ****** (excluding the *******************) and ****** (excluding ******) are eligible to play in Chumba Casino and other VGW Platforms. It is also against Chumbas Terms and Conditions to use a VPN to mask your location to circumvent this clause. We have advised the customer of this, and the status of their account moving forward.

    Customer Answer

    Date: 06/30/2022

     
    Complaint: 17449911

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:06/09/2022

    Type:Product Issues
    Status:
    Answered
    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 online gaming site is a scam. They let you deposit money but in order to withdraw money you have to verify your identity, which I did. Now all of a sudden in order to withdraw money, I have to give them more of my personal Information that they don't need. Also they charged me an extra $13.70 for foreign transaction fees that I was never told about & I want my money back! This is a scam!

    Business Response

    Date: 06/16/2022

    Chumba Casino has legal obligations and is required to follow standard 'Know Your Client' protocols, as well as undertaking measures with respect to anti-money laundering and identity fraud. These measures include requiring valid forms of identity and proof of address from its customers prior to releasing any redeemed prizes.

    Additionally, Chumba does not incorporate any additional fees when purchasing Gold Coins. All additional fees that *** be associated with a customers Gold Coin purchases are initiated by their financial institution.

  • Initial Complaint

    Date:06/08/2022

    Type:Billing Issues
    Status:
    Resolved
    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 refused to redeem my prize and closed my account permanently.I was not aware I had more than one account I guess my ex boyfriend had opened one in my name I assume. But I was trying to redeem my prize I submitted my ID front and back did a facial scan and submitted a utility **** and bank statement all of which I have NEVER DONE. I feel like they got my financial information and my Identification and then banned me from their site.. I feel like I was done dirty.

    Business Response

    Date: 06/18/2022

    We have reached out to the customer providing them with an update on the status of their account and provided the next steps to complete their account verification.

    Customer Answer

    Date: 06/19/2022

    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:05/31/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Unauthorized transactions were made in May I have contacted my banks and chumba I have not been refunded this isn't resolved!

    Business Response

    Date: 06/10/2022

    We have reviewed the issues raised in the customers complaint and provided the customer with our decision and investigation findings.  

  • Initial Complaint

    Date:05/31/2022

    Type:Product Issues
    Status:
    Answered
    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 opened accounts with Chumba in the past, and then closed them because I felt like my gambling was getting out of control. Next time I got the urge to play, I just open a new account and play again. A few of my accounts were closed, and funds confiscated, once Chumba realized I had multiple accounts open...but they never stopped me from creating a new one. They act all high and mighty about responsible gaming, but when it comes down to it, they don't care....they only want your money. Tonight, I made several deposits, played for a while, made some money...but now the account is closed again. I am asking that Chumba refund all of *********** from tonight.

    Business Response

    Date: 06/09/2022

    We have investigated the issues raised in the complaint and communicated our findings to the customer on 10 June 2022. As stated within Chumba Casinos Terms and Conditions, as well as the customers history of correspondence, customers are allowed to have only one Customer Account.


    Additionally, Chumba Casino is a social gaming platform,which should only be used for fun and entertainment purposes and where no purchase is necessary to participate in our promotional games. We encourage customers to refer to our Responsible Social Gameplay policy https://www.chumbacasino.com/responsible-social-gameplay,or contact our **************** team, for information on how to enjoy safe and manageable play.

  • Initial Complaint

    Date:05/26/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 a member of Chumba Online Casino. I recently had some good luck and won about $6,000 playing online slots games. On April 23, 2022 I decided to withdraw $3,500. I had to verify my bank account before I received my winnings. I successfully verified my bank account. Once I did I received an email stating it may take up to 14 days before I receive my deposit. On April 24, I received another email from Chumba stating that I violated their terms. The email states that I made chargebacks from my bank. The list of chargebacks range from 12/14/2021 - 01/23/22. A total of the 12 in the amount of $245.00. I replied back denying the accusation. I have not received any type of resolution. I emailed Chumba support for a update. In reply I received an email stating. Per checking, we can see that you still have an ongoing purchase issue that is handled in a separate thread before your winnings are processed. Please see Ticket #******* for reference and update. When I checked the ticket its stated SOLVED. I havent received resolutions for either of the issues at hand. I find it suspicious that as soon as I want to receive my deposit from Chumba they lock my account and keep my money.

    Business Response

    Date: 06/05/2022

    We are currently investigating the customer's complaint. We will contact the customer shortly to provide the outcome of our investigation. 

    Customer Answer

    Date: 06/09/2022

     
    Complaint: 17260175

    I am rejecting this response because: Releasing my money has nothing to do with your investigation! Ticket #****** user verification subject: I HAVE NOT RECEIVED MY DEPOSIT! I submitted a redemption on April 23, 2022.

    Sincerely,

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

    Business Response

    Date: 06/16/2022

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

    Customer Answer

    Date: 06/16/2022

    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,

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

Chumba Casino is NOT a BBB Accredited Business.

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