Complaints

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

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  Chumba Casino

  1881 9th St Ste 202 Boulder, CO 80302-5170

• 

  Chumba Casino

  PO Box 20763 Boulder, CO 80308-3763

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:07/21/2025

  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.

  I have 2 problems that I need help with dealing with Chumba. First issue is my Book of Chumba my play was interrupted and was kicked back to the lobby 3 months ago. Now every time I log on I get the same issue and keep getting kicked back to the lobby. Contacted Chumba Support and the Support team said they were looking into the concern and gave me trouble shooting steps to follow. I followed all the troubleshooting steps and still doesn't not work. But the other games on the platform does.The Second most important issue is my rewards redemption cash out. I have won before playing with ** as I log in everyday for the ** daily bonus money and use it to play Book of Chumba. I won $104 in March 2025 before and cashed on on the redemption page to my bank account. Now for some reason I cannot do that. I have $100.62 in ** and it only shows $61.70 in my available balance. Why does my earnings of $100.62 in ** do not reflect the same amount in my redemption page? I once again emailed Technical Support and they tried to tell me I can't cash out ** because it's not real money only for entertainment purposes which is wrong. GC is for entertainment purposes while ** is real money to cash out with and given as a daily bonus for logging in. I have cashed out on ** before and for some reason now, it's not accounting correctly on the redemption page. I have gotten paid real money with **. I have the screenshot to prove it. I won $104 with ** and was able to redeem $104 into my account. I don't know what kind of games Chumba is trying to play, My wife have won 4 times with ** and that was redeemed to the bank account. I have the proof. Attached are the screenshots to validate my claim. Right now I sit at $100.62 and after tonight with my my daily bonus it will be $103.62. My redemption page should also reflect that as it has been for my account before and my wife's Clearly there is something wrong with my account that needs to be fixed. I will send pictures for proof.

  Business Response

  Date: 07/21/2025

  Upon checking we can confirm the customer has been previously provided the findings of our investigation. As they have not submitted any additional information for review, we have decided to maintain our decision.

  Business Response

  Date: 07/24/2025

  Upon checking we can confirm the customer has been previously provided the findings of our investigation. As they have not submitted any additional information for review, we have decided to maintain our decision.

• Initial Complaint

  Date:07/10/2025

  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.

  My Chumba Account Was Banned July , 2 , 2025 . Ive been waiting on chumba to verify my account since the end of May which it states on there website it typically takes ***** hours . So up until now Ive been investing my money in to chumba gambling Ive invested over $500 and since I was waiting for my account to get verified I would just play thinking I would hit big so I notice my verification was never accepted and my cousin literally joined June 12th And Got Verified The Same Day . Also I had money in money account but Ive been losing a lot of money as well I was trying not to play my winnings so I would just buy more sc on chumva to add to my account so I didnt touch my winnings after days I start to email them and ask them what is going on they email back every time stating that theyll have someone look into it etc but never does so then I start getting frustrated and expressing my frustration they still dont get anything handled so then I proceeded to tell them just send me a check with the remaining balance and then they said they dont issue checks so I threatened them and stated I would go to the bbb and also goto my lawyer and get a lawsuit started if they dont get everything settled then today I wake up to check my account and they blocked me Ive lost my car because of this I was trying to use my winnings to pay my for my car note and now it got repoed and its all chumbas fault they never paid me the money they owed me and now my rent is coming up they took the last of my money and I know I shouldnt have been gambling but it was a way for me to pay my bills and I just got ripped off I thought chumba had great reviews and treated there customers nicely but I guess thats false I have screenshots of all the back and fourth emails I have a screenshot that says my account is blocked and I also have a screenshot showing I had money in my account !

  Business Response

  Date: 07/10/2025

  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.
  
  

  Business Response

  Date: 07/22/2025

  A member of the relevant team has been in contact with the customer regarding the outcome of our investigation.

• Initial Complaint

  Date:07/10/2025

  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.

  They're saying I did some type of software manipulation which has not been done I would like my account reactivated and for them to tell me what it is that I have done. They also deactivated my elderly mother who is in a wheelchair and she has no idea how to manipulate the system. This was very unfair I also purchased gold coins to play so now I've purchased something that I cannot use

  Business Response

  Date: 07/21/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23579153
  
  I am rejecting this response because: your accusations are in correct inhave never done any account manipulation whatever this means. You also deactivated my elder mom for the same thing if you deactivated me you owe me a refund for all the gold coins I have purchased i still have plenty built up in my account to play this is unfair youmcant even provide proof of what your saying. I also have submitted plenty of envelopes for free sweeps coins that you owe me I never received my credits 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/10/2025

  Type:Billing 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.

   
  Complaint: 23536243
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Request for Account Reinstatement
  
  
  Hello,
  
  
  I am writing to respectfully request reinstatement of my Chumba Casino account. I recently received my previously submitted redemption of $363.92, which appears to have been processed before my account was deactivated.
  
  
  This outcome reinforces my belief that I did not engage in any policy violations. If there had been clear evidence of fraud or breach, I would expect the redemption to have been reversed or denied but it was honored. I believe this supports my position that the deactivation was likely triggered by an automatic system error, possibly related to my recent switch to Starlink internet.
  
  
  I want to be clear that I have never used a VPN or operated more than one account. I have only played from my personal device at my home address. If my account was flagged due to IP behavior associated with Starlinks dynamic routing, I ask that this be reconsidered with full context.
  
  
  I am happy to verify my identity, address, or any other information needed to demonstrate that I am a legitimate and responsible user.
  
  
  I would truly appreciate the opportunity to return to the platform. Please let me know if reinstatement is possible or if there are specific steps I need to take to initiate an internal review.
  
  
  Sincerely,
  ****** *****
  ******************************************
  

  
  

  Business Response

  Date: 07/10/2025

  We have reviewed the issues raised in the customer's complaint and will be maintaining our decision as communicated to the customer on 30th June 2025.

  Customer Answer

  Date: 07/10/2025

  Complaint Summary:Chumba Casino deactivated my account and canceled a pending $363.92 redemption without providing proof of a violation or a fair opportunity to dispute it.?Detailed Complaint:My Chumba Casino account was permanently banned due to an alleged connection to another account that supposedly violated their Terms and Conditions. I was not told what specific violation I committed, nor given any opportunity to appeal or provide **************** the time of closure, I had a pending redemption request totaling $363.92. This request was canceled without explanation. The companys email stated that future redemptions and accounts will not be honoredeffectively voiding funds I had already legitimately won.I reached out to Chumba support requesting more information and clarification, and offered to verify my identity and account details. I was met with a generic response saying the decision was final, without addressing my individual case or providing evidence.I believe this is unfair treatment and a violation of consumer rights under sweepstakes gaming laws. I am not aware of any actions on my part that violated their Terms, and I request that Chumba either honor the redemption or provide detailed proof of wrongdoing.?Requested Resolution:Process my $363.92 redemption, or issue a written explanation and refund.Reopen or fairly review my account with proper verification.Improve transparency and fairness for users whose accounts are affected.

  Business Response

  Date: 07/17/2025

  We have reviewed the issues raised in the customer's complaint and will be maintaining our decision as communicated to the customer on 30th June 2025.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23536243
  
  Ireject the business response.
  
  
  While I appreciate that my redemption of $363.92 was processed, I am not satisfied with the businesss refusal to explain or reconsider the basis for my accounts deactivation.
  
  
  I have never used a VPN, nor have I created multiple accounts. The only recent change was switching to Starlink Internet, which may have caused dynamic IP behavior beyond my control. I believe this may have led to an automated or mistaken flag by Chumba Casinos system.
  
  
  The fact that my redemption was honored strongly suggests that there was no fraud or actual violation of the platforms terms. If I truly had breached any policy, I assume the payment would have been withheld.
  
  
  I am respectfully requesting reinstatement of my account or at least a clearer explanation with supporting detail. I am willing to verify my identity, location, and account use to resolve this.
  
  
  I believe I am being unfairly penalized for a technical issue outside of my control, and I would appreciate Chumba Casino reopening my case for a fair review.
  
  
  Thank you,
  ****** *****
  
  

• Initial Complaint

  Date:07/10/2025

  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.

  My Chumba Casino account was recently deactivated, and I was informed that it was due to alleged use of hardware or software to automate or assist gameplay. I want to clearly state that this is not trueIve never used any tools, automation, or methods to gain unfair advantage. I have carefully followed the platforms Terms and Sweeps Rules at all times.I reached out to support, and they denied reconsideration without providing any evidenceonly a vague, generic statement. They suggested I pursue arbitration or contact eCOGRA, which is the same response they send to every deactivated user, as publicly documented on the ******************** site. These replies do not engage with any of the individual facts of a case.I am aware that *** is licensed through the **********************, which reportedly receives over $90 million annually from entities like ***. This raises serious concerns about the independence of third-party dispute ************* not asking BBB to investigate the gaming licenseI am asking you to recognize that this complaint is not just about one account, but a growing pattern of non-transparent account closures and refusals to engage in meaningful customer dialogue. Im seeking either (1) the reactivation of my account or (2) a specific, verifiable explanation of what I am accused of doing wrong.Ive made real-money purchases and participated in good faith. In fact my most recent purchase was very shortly before I received the deactivation email, meaning that the decision to close my account, if it was known ahead of time, did not prevent them from alllowing transactions knowing I wouldnt get the entertainment of playing those coins. I hope Chumba will respond to this complaint with real attention, rather than sending another canned template.Thank you for your time.

  Business Response

  Date: 07/10/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23579393
  
  I am rejecting this response because:
  They have not provided relevant information. As anyone can see, this is the canned response they provide consistently. They have provided nor even attempted resolution as they state they have. 
  

  They also have not refunded the charges they put on my account hours before deactivating my account, knowing that they were taking the funds from me without allowing me to play them. They have not provided any proof of my account being in violation of the rules becuase it does not exist.  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/08/2025

  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.

  Chumba Casino gave us coins to run through in the amount of 2900 that I worked hard for we ran through 600 then they took away the rest of the coins before I could run them through they were mine and Id like to be paid for my hard work please the remaining amount is 2300 dollars they took them in the afternoon for no reason they were earned through 2 years of work thank you

  Business Response

  Date: 07/08/2025

  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.
  
  

  Business Response

  Date: 07/10/2025

  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: 07/10/2025

   
  Complaint: 23569867
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****** The email used for chumba acct is my husbands *********************** thank u 

  Business Response

  Date: 07/15/2025

  As the customer has been previously advised, ********************** no longer offers Promotional Play using Sweeps Coins within the state of ******** as of 2 July 2025. Additionally, mail-in requests for Sweeps Coins will no longer be processed from this date. However, theyll still be able to lodge redemption requests.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23569867
  
  I am rejecting this response because: Alll though I understand July 2 date I was given coins prior to that date and not even a full 24 hours to redeem thats completely unfair and I believe I should be given the opportunity to receive my balance for the hard work Ive put it I need it you should never have taken it back 

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

• Initial Complaint

  Date:07/08/2025

  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.

   
  Complaint: 23560555

  i would like my Amoe please I never did anything wrong Im a faithful writer. I love playing the games it helped me with anxiety and depression. I never violated the terms or conditions. I understand that the platform is over saturated. I should have some explanation in detail why did was done to me. Im mentally not in a good place because of this. If no longer able to write can I please get my AMOE. I spent a lot of money on supplies. I would like access to my account back. I never did anything wrong. Lets be fair. We already have so much going on in this world. My mental health matters. We all matter. Im always respectful and honest. I love chumba please help me

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

  Business Response

  Date: 07/07/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.

  Customer Answer

  Date: 07/08/2025

  Today I received a message regarding the activation of cause 21.1 l read everything through.I been a writer for years now and I would never violate any terms. I'm a faithful writer and this is how I keep my anxiety and depression calm. I have a disabled and handicap child which I provide for myself because I am a single mother who works only part time because I have to provide for myself child. This has to be a mistake someone please help me. I don't want to lose my account. This is how I get my child's medication because I can't afford everything else with my part time job someone please help this has to be a mistake. I pray this is just an error. One time the system asked to me reverify myself and I did and everything was ok. Please someone help me I did nothing wrong Chumba is my life saver when I need for my child. Please help. How can this be done to me l'm a cancer survivor this is also how u keep my doctors appointments. So much going on in the world this was the only thing that helped me survive because I can't afford to live anymore with my part time job. I never violated any terms and conditions. I follow everything to the exact.Someone please help me I just can't lose everything I have and my home for my child

  Business Response

  Date: 07/10/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23560555
  
  I am rejecting this response because:

  I would like my AMOE I worked very hard and I didnt violate any terms and conditions. Please check your systems for the incorrect information.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/03/2025

  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.

   
  Complaint: 23507251
  
  I am rejecting this response because: I've done that and my disputes have been repeatedly denied 
  
  Sincerely,
  
  Chazara ****

  Business Response

  Date: 07/02/2025

  If the customer believes their payment medium was used without authorisation, we recommend the customer contact their financial institution directly for further assistance.

  Customer Answer

  Date: 07/03/2025

  There were several transactions of his span of a few days and which time I myself was incarcerated which I have documentation proving my claim and my whereabouts

• Initial Complaint

  Date:07/02/2025

  Type:Billing 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 am filing a formal complaint against Chumba Casino (owned by VGW Holdings) for wrongfully withholding $1,500 in legitimately earned winnings by deliberately stalling and denying their account verification process.I initially deposited $50 and legally grew that balance to over $1,500 through gameplay. When I attempted to verify my identity for withdrawal, I promptly submitted the required documents:Valid government-issued photo IDMedical identity verification letter from ********************* statement linked to my deposit accountDespite submitting all documents properly, the platform delayed verification for more than 18 hours, without explanation, during which time I was unable to access or withdraw my funds. Eventually, my entire balance was erased or confiscated with no justification.This conduct is exploitative and appears to be a pattern based on online complaints by other users. The platform's lack of transparency, refusal to provide clear verification standards, and predatory seizure of user funds violates consumer protection laws and sweepstakes fairness principles.I am requesting that Chumba Casino:Acknowledge and investigate this caseReturn the full $1,500 balance earnedProvide public clarity regarding their verification policies and timelinesI have also begun reporting this incident to the following entities:******************************** **************************************************** (***)************************************ (****)************* (International fraud)********************** (as *** may be registered there)************************************************ (ASIC)*************** for potential class action investigationLegal Aid Oakland / Northern CA Consumer Rights AttorneysI am also preparing documentation to publish this incident publicly through media, blogs, and consumer reporting forums. I request immediate follow-up and resolution. This is an urgent and escalating issue.

  Business Response

  Date: 07/10/2025

  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:06/26/2025

  Type:Billing 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.

  Wrongfully deactivated account. I have wasted thousands of dollars in postage stamps and supplies- let alone the hours spent writing to have my account deactivated on erroneous information. Chumba casino claims that accounts are deactivated due to hardware/ software assistance There is no possible way that one can even do that. They deactivate accounts in waves of hundreds & thousands at a time. There are a ton of online sweepstakes casinos that do not participate in this shady business behavior. When you contact customer service, they just give you a sad excuse of their decision is final. I even got the same message for the sister companies ******************, although I have never wrote to either one. This site is a scam. They deactivate accounts just so they do not have to credit your account with the **** that you wrote for.

  Business Response

  Date: 07/07/2025

  Our records show that our relevant team has provided the complainant with instructions should they wish to dispute our decision. As such, we consider this matter closed.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23523825
  
  I am rejecting this response because:
  VGW limited is falsely accusing players for using software to cheat AMOE.   Reality is- that they are breaking the terms that allow them to operate in the **. They are deactivating accounts solely to get out of crediting AMOE to players accts.  This is why state by state, sweepstakes companies are being banned from operating due to shady practices.  
  Sincerely,
  
  ******* **********