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Business Profile

Online Gaming

Chumba Casino

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

This profile includes complaints for Chumba Casino's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 753 total complaints in the last 3 years.
    • 190 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:06/22/2024

      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 once created a account for ********************, My friend told me about it and told me to check it out and I started playing and I already had verified my account I was just waiting for them to verify my identity and in the mean time I actually won a decent amount of winnings. They had locked my account and once they were able to reactivate my account after numerous emails. They took my winnings away and told me that I was at fault and locked me out my account then deactivated my account. I found this unfair and played me for a fool.

      Business Response

      Date: 07/02/2024

      A member of the relevant team will be in contact with the customer regarding the outcome of our investigation.

    • Initial Complaint

      Date:06/19/2024

      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 have won over $20,000 3 times on chumba. I HAVE submitted all documents required to verify my account and cashed out with the account before. THEY have held my winnings now and will not submit the funds back to my account all in hopes that I will spend it all again like I did the last time. Well it is not being touched this time and this needs to be reviewed and processed immediately. They immediately can take your money instantly to play but when it comes back to paying back the customers there is always a hoop, hurdle, or some type of additional requirement even though all accounts and identifications have been submitted and verified long before. I want my funds processed to my account that is verified and removed from a pending status to approved. I have messaged chumba directly over 5 times and they are trying to tell me it can take 14 days to verify the account even though I have already cashed out lesser amounts and recieved them to the same account. This is poor customer support and service and they need to fix this. Especially for the amount of money I give to this company. If you can take it immediately, customers should be able to get it within 24 hours like all other casino sites I have used. Some even offer instant cash out right back to a debit card which usually takes the most 1 hour once cashed. Chumba needs to improve their paying customers back their winnings in a timely manner.

      Business Response

      Date: 06/23/2024

      We are unable to locate an account registered under the email address provided by the complainant and advise them to file a new complaint using the email address associated with their account.

    • Initial Complaint

      Date:06/13/2024

      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.
      i have been with this website for over 3 years now, they have been good to me up until the other day i won ********* and woke up to my account deactivated, spoke with them and they said it was to review my account WELL MY ACCOUNT PASSED THEN GOT REACTIVATED AND THEN TURNED AROIND AND BLOCKED IT AGAIN THEN TOLD ME ITS CLOSED IM HIGHLY UPSET OVER THIS MATTER IT SHOULD BE FIXED IMMEDIATELY!

      Customer Answer

      Date: 06/24/2024

      chumba casino had bold faced lied to you guys and me again! they said they would take care of the situation and had not yet. they approved my account and made me agree to the new regulations terms and conditions and they just up and decided to keep ********* from me. ill be having my lawyer take this to his action and Alabama will be filing there next lawsuit and i aim to hit them hard. i want all the money i ever spend with them back. and if thats how it will be it will be, thats a whole lot more then *********. you can advertise and try to guide people to you to be such a snaky business. i understand i broke rules, all i did was use my husband debit card, but they had me agree to the new regulations terms and conditions. they also have paid me before just a week after winning this! so they cant just up and all the sudden decided to not pay just because of the amount. they completed stolen from me and lied to me and lied to you guys! after speaking with you guys they sent a email stating that just because i went to **** they dont have to take action. please shut this down! help me get my whole 3 years worth of dispute. i have a whole paper trail to prove every lie and statement and bold face lie.

      Business Response

      Date: 06/24/2024

      The customer has elected to invoke the process outlined within clause 20.6 of Chumba's Terms & Conditions (T&C's). In keeping with this process, we will be unable to provide any further responses until an examination of this matter has been completed and a decision has been reached by the service provider.

      Customer Answer

      Date: 06/29/2024

       
      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 ONLY IF I RECEIVE MY REPEMPTION 11,475.00

      Sincerely,

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

    • Initial Complaint

      Date:06/08/2024

      Type:Sales and Advertising 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.
      On May 25 i won $ ******* on Chumba casino online gambling site. I have been a loyal customer for over 5 years and never had a issue cash redeeming my prizes. However in this redemption I received a slap in the face by whom i thought was a trusted casino. They deactivated my account and gave me some bs excuse and I was very polite on asking, but they stole back my winnings and lied to me wont let my in my account and now are taking forever to respond to my emails..

      Business Response

      Date: 06/19/2024

      We are presently looking into the concerns highlighted in the customer's complaint and will reach out to them once our investigation is finished.

    • Initial Complaint

      Date:06/08/2024

      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.
      They wouldn't pay me my withdraw of $530. I won and got up to $1700 but they would only let me withdraw $530 and tried sending the rest to a bank account I had removed they split the payments of anything over $530 so that was the *** I could withdraw with is ridiculous. So of course I played and lost the remaining $1200 in my account and the $530 withdraw sat there pending for multiple days. There is no love support or answers only when depositing because they only care about you giving them money. I cancelled my pending withdraw since it was apparent I was never getting it and they took my $530 that I cancelled also. Just unfair anf ridiculous.

      Business Response

      Date: 06/18/2024

      A member of the our relevant team has contacted the customer in relation to the issues raised in their complaint. Please note, as per clause 8.16 of the Chumba Casino Terms and Conditions, should customers choose to redeem Prizes for cash they acknowledge and agree that it may take up to 10 business days to process the relevant payment into their nominated bank. 

      Customer Answer

      Date: 06/18/2024

       
      Complaint: 21821653

      I am rejecting this response because:
      It doesn't really address the issue. They also make a different claim on the time a withdrawal takes and I haven't heard the same answer twice. They say 10 here, 14 through email, 1-3 days in some circumstances basically affirming they don't care or have a concern paying off wins but can instantly take and credit a deposit. My issue is I was down a lot got lucky and won a little over $1000 I wanted to withdraw $1000 to my Skrill wallet, They would only let me do $530 and tried to send the rest to a closed bank account which I couldn't have removed and they wouldn't let me activate my current bank account because there was an error on the captcha after setting it up for 3 days. So they basically forced me to keep half in my playable balance and withdraw $530 to Skrill which was my **** Lost my balance of course then my withdraw sat pending for 4 days there is live chat for depositing but they have nothing for withdraws and it takes them a week to reply to emails so they basically create a sense you will never get your money so I cancelled my pending withdraw and just played it off. I think it's wrong they don't communicate with the players and think the $1000 I tried to withdraw I should've been granted to the account of my choice but nonetheless they should at least pay the $530
      Sincerely,

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

    • Initial Complaint

      Date:06/01/2024

      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.
      The website offers a play for free promotion due to its nature of an online sweepstakes. They credit $5 per entry submitted through ***** I submitted 1500 requests on October 4th that were never honored. Instead of crediting me, my account was wrongfully deactivated on March 5th without further explanation.

      Business Response

      Date: 06/12/2024

      A review of the complainant's account activity has identified that they have acted in contravention of our Sweeps Rules. To ensure the protection of our methods of detection and investigation, we are not obliged to provide additional information or evidence that we, in our sole discretion, deem is revealing.

    • Initial Complaint

      Date:05/30/2024

      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.
      They said that I violated terms and conditions of my account which I don't understand that I deposited money I played a slot how did I violate any terms of conditions that's the conditions to play the games I deposited money I won they kick me out kept my money and said I violated the terms and conditions because why I won that's theft they just straight stole from me at least they should have to give me back the money I deposited into it otherwise I don't see how that's any different than theft I won so I violated terms and conditions that doesn't make sense they said I had another account I don't think I did but if I did why they let me make another one that doesn't make sense it says in their terms and conditions it wouldn't let me so I asked him if they had the same social security number they basically told me they don't have to disclose any information with me you just stole from me how don't you have to disclose any information with me about it

      Business Response

      Date: 05/30/2024

      We are currently investigating the issues raised in the customer's complaint and will make the customer aware of the outcome of our investigation upon its completion.

    • Initial Complaint

      Date:05/30/2024

      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 started playing on Chumba online casino for a few days. I paid money out and then won a small amount. Then they illegally removed $700.00 more out of my account that I did not authorize and are now ignoring my requests for a refund

      Business Response

      Date: 05/30/2024

      We have investigated the issue raised in the customer's complaint and note that the customer has been made aware of the outcome of this investigation.

      Customer Answer

      Date: 05/30/2024

       
      Complaint: 21736833

      I am rejecting this response because:
      I never made the transactions and they are illegally taking $700 fro me
      Sincerely,

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

    • Initial Complaint

      Date:05/29/2024

      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 put money in chumba casino on may 15th i cash out for $600 on may 16th i cash out for $300 i recieved from chumba casino severval payouts to my bank account no problem well i recievied the pay for $300 but i never recieved the payout for $300 on may 22nd but still didnt recieve the payout for $600 when i emailed the casino about the payout they told me that it takes 10 days now if it took ten days on the other payouts it was ten days when i recieved those payouts so i emailed them again and they were really nasty about and said that i cannot keep emailing them about the same issue and maybe it was the bank but its not the bank i told that the other p;ayouts came through no problem what would make this one payout different no response before filing this complaint i sent an other email and told them that why wont anyone respond to me i want some to explain why i recieved all the other payouts within 7 days and you are telling that it takes ten days will its now going on 14 days and still have not recieved that $600 paypay ive spent alot of money in this casino which i have records of and of the payouts i recieved to my bank i even told them that no response i told please fix this issue why are they keeping my money i just did another payout for $200 last night so hopefully the problem will get resolved and some will talk to me

      Business Response

      Date: 06/06/2024

      We have investigated the issues raised in your complaint and can confirm the redemptions in question have been successfully processed. 

    • Initial Complaint

      Date:05/29/2024

      Type:Customer Service 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 am a member of chumba casino and I enter their sweepstakes often in September of 2023 I sent out 1400 sweepstakes entries done correctly according to the terms and conditions. Each entry is equivalent to $5 in money credits on their site. However they have changed the sweepstakes rules, terms and conditions numerous times while Im still waiting to get credit for 700 entries that is equivalent to $3500 in money credits. I emailed and made numerous inquiries regarding this issue since November, its to the point I feel its on deaf ears so I need help please! I spent my own time and money on the sweepstakes entries and I double checked they were done correctly before sending them in but the wont give me all the credits, I have received about half of the total entries Ive sent in! Please can you help!?!

      Business Response

      Date: 06/07/2024

      Our relevant team is currently working through the backlog of postal requests and will contact the customer with further information once this has been completed.

      Customer Answer

      Date: 09/16/2024

       I entered the mail in sweepstakes contest for chumba casino, I sent in a total of 1400 entries that I was supposed to receive $5/each in casino sweeps coins equivalent to using cash for the online casino games. I sent them (700 then 700 more) all out Sept 23rd & oct 2023 I have been inquiring about the issue since and they have changed the rules and regulations numerous times without crediting me the total entries I sent in. I keep getting a response that they are sending my message to the correct department with no end resolution but being ignored, now I will say they have credited some but Im still after almost a year waiting on credits for 520 entries thats equal to $2600 in casino credits. Id like help getting the credits Im owed I spent my time and money to get the supplies to enter the sweepstakes and did everything required to receive the credits to my account with not all credits being paid out. I think they need to complete the entries they have before changing the rules and making people lose money its not like they provided the supplies and I didnt do what they ask but want paid, I did all that was required and paid out of pocket for supplies, index cards, envelopes, pens, stamps, I just want it to be fair on everyone and I dont feel its right to not credit me!

      Id like my account credited correctly for the online casino games

      Business Response

      Date: 09/23/2024

      A member of our relevant team has contacted the customer, confirming the status of the postal requests in question.

    Chumba Casino is NOT a BBB Accredited Business.

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