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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

  • 75 total complaints in the last 3 years.
  • 75 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:02/15/2025

    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.
    Redeemed the amount won, it was refunded and no email response upon request of why it couldn't be processed.

    Business Response

    Date: 02/16/2025

    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.

    Customer Answer

    Date: 02/17/2025

    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.

    They processed my redemption and should hit Tuesday, thank you Chumba and BBB this is resolved to a satisfactory level. ??

    Sincerely,

    **** *******

  • Initial Complaint

    Date:02/14/2025

    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 submitted my name change the last week of November and was told my pending request with prior name change would be accepted and instead they have been rejected, they say theyre investigating this matter but this had been going on for over 9 weeks, I follow all sweeps rules and this was not my fault and I was guaranteed it wouldnt be a problem, they just keep saying theyre investigating instead of crediting me like they promised on chumba and lucky land on my postal entries.

    Business Response

    Date: 02/21/2025

    This appears to be a duplicate of BBB Complaint ?22880486. As a result of this, we will be maintaining our decision as stated on 11 February 2025.

  • Initial Complaint

    Date:02/13/2025

    Type:Order 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.
    Ive spent over 140 thousand on the sight that is legal in **** because they want recognition it as gambling even though thats exactly what it is. Now they have put in there terms and conditions that we arent allowed to participate in any class action lawsuit. They are robbing the American people and making impossible to recoup any losses. Its a violation of are rights and due to there being no ratios or laws to protect individuals from this, there literally making guidelines to continue to steal from the American citizens. Please help this is illegal they dont abide by any state or federal laws

    Business Response

    Date: 02/21/2025

    Chumba Casino is a social gaming platform that offers sweepstakes games. We acknowledge that your game experience did not meet your expectations during this period and would like to note that Chumba games are governed by a certified Random Number Generator (RNG) where it was found that number sequences are unpredictable, non-repeatable and uniformly distributed. All results are dictated by the Random Number Generator (RNG) which we have no control over as it treats all plays exactly the same. Should the customer have any concerns, they should reach out to our **************** team. Additionally if they wish initiate alternate dispute resolution, they may request an external examination of the handling of your complaint by engaging our service provider in Malta, ****** Consulta. Alternatively, they may initiate arbitration by following the process outlined in section 24.4 of our Terms.

  • Initial Complaint

    Date:02/01/2025

    Type:Product 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.
    They provide free credits for mail in envelopes. At the time of my entry, all requests matched my ID perfectly. My ID was then updated and I was told my entries were rejected. I emailed saying everything postmarked prior to the change was correct. They apologized for the misunderstanding, and said I was right and they would forward my email to the relevant department to fix the issue. Its been a month now with no communication on their part. I have emailed multiple times for an update and have received no communication back. Im missing thousands of dollars In credits, and all Im asking for is an update on resolving the issue. And Im receiving no information back. If theyre still reviewing it and need more time, I understand. I would just like an update on whats going on and why I havent received what Im missing yet.

    Business Response

    Date: 02/11/2025

    We are currently actioning the results of our investigation and will make the customer aware of the outcome upon its completion.

    Customer Answer

    Date: 02/12/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is desired if that is what is actually taking place. All I wanted was results and communication and thus far have received nothing. 

    Sincerely,

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

  • Initial Complaint

    Date:01/30/2025

    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.
    Been experimenting with Chumba for awhile. It has come to my attention that it is indeed a rigged site. The company violates many laws and has unfair play. They illegally offer online gambling services in a deceptive manner. I lost over 8k to them with little to no return I requested a refund due to mounting issues and was refused. I am requesting that my money be returned before I take a step forward with legal actions.

    Business Response

    Date: 02/07/2025

    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:01/28/2025

    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 been trying to withdraw my balance from this website for over a month. I have deposited money into this website for a gambling account with no problem, but they are refusing to verify my account even after months of requests. I have tried to get them to give me clarification about the email I attached, but they have refused to help or mention it.

    Business Response

    Date: 02/07/2025

    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:01/16/2025

    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.
    I'm trying to get my bank info changed on the web site so I can redeem my winnings.

    Business Response

    Date: 01/23/2025

    We can confirm the customer's account successfully completed the reverification process as of 18 January 2025.

  • Initial Complaint

    Date:01/14/2025

    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 am writing to formally express my deep frustration and disappointment with Chumba Casino regarding an unresolved issue that calls into question the company's integrity and *************: 12/24/2024 Amount: $30 Chumba Casino has claimed to uphold values of fairness and integrity, yet their handling of my issue completely contradicts these promises. I engaged with their platform under the belief that they would operate transparently and honor their commitments.Nature of the Dispute: The issue is not merely about correcting a mistake but about a fundamental breach of fairness and adherence to Chumba Casinos own rules. Their failure to follow proper procedures resulted in financial losses on my end that should have never occurred. Due to their mismanagement or disregard for their own policies, I was unfairly put in a position where I lost additional funds that I would not have risked had they acted properly. Instead of acknowledging and rectifying this failure, Chumba Casino has failed to provide a meaningful response, further proving that their claims of integrity and fairness are misleading. Their actions (or lack thereof) directly contradict the standards they claim to uphold.Attempts to Resolve the Issue: I have made multiple attempts to contact Chumba Casino, providing all necessary details and requesting a fair resolution. However, instead of addressing my concerns properly, their responses have been evasive, unhelpful, or outright dismissive. This has only reinforced my belief that their stated commitments to fairness and customer satisfaction are insincere.I expect not only a resolution to my issue but also accountability from Chumba Casino in ensuring that their policies and actions truly align with the fairness and integrity they claim to uphold. The way this complaint has been handled so far has only proven otherwise, and I am seeking a response that demonstrates real commitment to customer fairness.

    Business Response

    Date: 01/24/2025

    A member of the relevant team has contacted the customer regarding the matters raised within their complaint. 

  • Initial Complaint

    Date:01/13/2025

    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.
    Illegal *** every single time I played

    Business Response

    Date: 01/20/2025

    We are unable to locate a Chumba Casino 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:01/07/2025

    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.
    Chumba Casino has made it so incredibly difficult to receive the winnings. Furthermore, this is not a "social casino." It is an actual Casino- is this not illegal? Regardless, I've tried 3 different bank accounts, and even created a ******* account just to receive funds. I've provided them with the requested information, following their directions, and it's not good enough. They return the winnings to your account clearly in hopes to make you play them away. I tried to cash out this last Saturday- 04JAN2024. I tried to send it to my ******** account to see if it would work. As it was processing, i attempted to yet again change the account to *******. The information provided when going to change the bank account said something along the lines of "any in-process transactions will be sent to the previous account. My $11,500 was placed back into the active gaming account, rather than attempting to put it in the bank. That is not what was said on the page when changing my connected account. I know this because I asked my bank and there was no communication between them Chumba Casino. Now- the Cash App Account cannot be verified, even though i gave them EXACTLY what they asked for. When using customer support- I was lied to over and over. "expediting your account verification" etc. In the mean time- no other way to take my winnings was possible. No gift card option was available. Magically today- the "issue" with ******** was suddenly resolved. This is NOT ok.

    Business Response

    Date: 01/17/2025

    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. In undertaking the verification process the customer was not able to provide acceptable documentation for the verification process.

    The customer has been provided details of what documentation is required to complete their verification. We also note that the customer has requested no further contact as of 7 January 2025.

Chumba Casino is NOT a BBB Accredited Business.

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