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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

  • 73 total complaints in the last 3 years.
  • 73 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:11/13/2024

    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've waited three months waiting to get verified and they keep sending the same message. I have played for over a year and as soon as I started winning they want to shut me down and not let me play. This should be illegal. Also keeps giving me $25 for $100 yet I can't get it because I can't get verified.

    Business Response

    Date: 11/21/2024

    A member of the relevant team will be in contact with the customer regarding the matters raised within their complaint.

  • Initial Complaint

    Date:11/13/2024

    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 have a disabled teenager who at times has access to my phone and her email account is on my phone we both use email for school and medical contact anyway it was discovered that the signing email is hers, She doesn't play games but enjoy watching me play when she gets frustrated she is childlike mentally 6 yrold. I've deposited over 699 better my bank account and ****** account. I've won finally and have submitted all requirements of documents except my daughters birth certificate. And I refused to submit her information such as that. But my information clearly is correct burden of proof for the redemption process. Id like to either be refunded the money I deposited since I'm not verified enough to get redemption but verified enough for them to accept my debit card. Redemption amount ******

    Business Response

    Date: 11/22/2024

    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:11/12/2024

    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.
    I won 2 payments of $100 each on the chumba online casino and they will not pay out the money. My bank account has been verified and they have the info. They say they have tried sending the money to my account, but my bank says they never tried and they show credit card as payment which doesnt make sense because there is no credit card on file. I just want the money owed to me. I have sent them over 10 emails and they ignore my question each time. You can see in the attachment they canceled each redemption. The have one that says complete to a credit card that I never received and one thats pending to credit card. This site only allows bank accounts so I just want my money.

    Business Response

    Date: 11/20/2024

    An investigation into the customers redemption history has shown the redemption in question has been successfully approved and processed on Chumbas side. 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 account. 

  • Initial Complaint

    Date:11/12/2024

    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.
    For months I have attempted to complete Chumba's "Know Your Customer" process. I have sent more than sufficient evidence of my identity and address, and they continually refuse to payout sweepstakes winnings, claiming I have insufficient proof of identity. They are currently holding on to over $200 that they won't let me withdraw.

    Business Response

    Date: 11/22/2024

    Our records indicate that the customer's account has successfully been verified.

  • Initial Complaint

    Date:11/08/2024

    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.
    ***** account was used fraudulently im requesting a refund for all purchases made or I will be pursing legal action

    Business Response

    Date: 11/17/2024

    Our investigation has found no evidence to indicate unauthorized access or purchases within the complainants account during the period in question, as the complainants connection data remains consistent.

  • Initial Complaint

    Date:11/01/2024

    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 have played on **************************. And this is not a complaint about loosing. I won over 3000 dallors. They had me verified my age and bank info. And accepted it. Then winning fair and square by there rules. I have sent voided check and a bank statement showing I was the owner of the account used to play. I fallowed there rules to win and redeem. But every time I send in exactly what they ask for they return with its not to therr standards. And I go back and forth with this dance. I keep send my documents and they said it good then say it not what they require. Oner and over. If I was just loosing money and being stupid. That would be shame on me. But to clearly advertise that if you do win and have correct documents they will pay out your redemption. Thank you for helping this old frustrated man. I feel they are gaining millions of dallors by theft of there customers and someone need to stop them.

    Business Response

    Date: 11/10/2024

    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:10/24/2024

    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 have purchased over a thousand dollars worth of coins from this company and have been cheated several times due to the games freezing up such as fireman and buffalo games I am requesting a refund of all purchases due to no reply to my filing of complaints with no response I have notified the gaming commission of this companys lack of interest in solving this matter I feel I have been scammed by this company on several occasions today I spent 100 dollars and won two twenty cent spins out of a hundred dollars today is October 24/2024 time is 5:52 pm

    Business Response

    Date: 10/31/2024

    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:10/22/2024

    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.
    I keep sending information to verify my account in order to get payout. They keep finding any reason not to verify. However verification is not that important when you depositing money.

    Business Response

    Date: 11/01/2024

    A member of the relevant team will be in contact with the customer regarding the status of their account's verification.

  • Initial Complaint

    Date:10/19/2024

    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.
    My account was disabled for Chumba Casino and LuckyLand Slots,and I am unable to use it. I am being told I broke one of their terms. I did not break any terms of service.

    Business Response

    Date: 10/28/2024

    A member of our relevant team has reached out to the customer in relation to the issues raised in their complaint. 

  • Initial Complaint

    Date:10/06/2024

    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 submitted requests for ****, they claim that I gave them an incorrect address/not the one registered to my Luckyland Slots account. This is false, I sent them an updated document and they acknowledged and then never credited me. They only credited 29 of a total of ~300 envelopes, which makes no sense as I would not switch the address mid writing. They keep referring me to a specialist team, but nothing happens. This happened in June.

    Business Response

    Date: 10/16/2024

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

Chumba Casino is NOT a BBB Accredited Business.

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