CLOSED: CHUMBA stole my jackpot, and claim "malfunction"..

CHUMBA casino must think its players are niave or stupid! My $4,078 jackpot and an aditional $1200 was stolen from my account 4 hours after it was won. I won stopped playing, began my verifaction to withdrawl. I loged back on 4 hours later played for like 2 min and was deactivated and kicked out. They claimed that the game k won on  had experienced a period of malfunction mking players balances/data wrong. And i could come back after they fixed stuff!!! This is complete  bullstuff, when a malfunction happens it is addressed immediatly not 4 hours later. Had i already been verified i would have been long gone with my money all $7000 of it! I know that they pay out on small wins my husband gets his pay outs instantly through Skrill. It turns out even though they could answer me 36 hours they had already taken by jackpot buddy and replace it with $10 right after I was deactivated.

Hi jjcole237,

Thanks for sharing this info with us. Please note that we don't have this brand listed on LCB. However, we'll try to reach them. Please private message me your casino username. There were some complaints regarding this brand. 

Hello Melissa, just posting an update.its been 8 days without communication from Chumba customer service, despite additional messages I left them. I am following their complaint process, its been 10 days since i opened the complaint, they have ignored me for the last 8. They did not inform me of needing additional time to address complaint. Since they are not replying to me, i am contacting their approved ADR entity. I have a few questions if you have time to chat,your knowledge is much  appreciated

Hi jjcole237,

We still haven't heard from the casino. We are going to send another reminder. 

Yeah i even zent 1 msg each of the last 2 days thinking maybe it would but my complaint up into and I would get an answer but nope

The casino support team emailed us back saying that they are not able to share the info about their players with the third party but we did ask them to look into your account and reply to your emails. 

Let's see if they get back to you.

Please keep us posted. 

In a very sudden and unexpected turn of events, here is the email i recieved today.

Hello Jaran,

I hope you're doing well.

We understand your frustration on this matter and we'd like to apologize for the misunderstanding. Recently, one of our games, “The Last Empress”, encountered a system malfunction that caused playing data and balances to be incorrect for a short period of time. During this time, our team has investigated the issue so we can provide a fair resolution for you, our dear players. We'd like to confirm that your account was not affected by this system malfunction. 

With this, we assure you that your Chumba Casino account is now reactivated and has been verified by our Verifications Team. You shall be able to log in to your account without any issues.

We do hope you understand, Jaran. Please know that we are just a message away and we're ready to help you out if you have any questions.

Best regards,
Katie
Chumba Casino Customer Support Supervisor

So I told her the only issue I have left to resolve is -$5,200 adjustment that was made on my account I laughed when I can expect it to be returned

Hi jjcole237,

They advised us that they'd take care of your complaint. Please keep us posted about your withdrawal. 

So apparently when I asked them about the money they owe me they just decided to take back last email i got this a couple hours after the 1st email. And my complaint ticket is "solved" acording to them.

It's great to hear from you again.

We're very sorry for the misinformation. In our previous email, we encountered a system malfunction with our game “The Last Empress” which resulted in playing data and balances being mistaken.

Allow us to correct this, Jaran. As you played during the period when the game was malfunctioning, your account was affected by the malfunction. With this, we have adjusted your balance to reflect the correct result. For reference, as stated in our Terms and Conditions:

“14.4. In the event of a Platform system malfunction all Game play on that Platform is void”.

That being said, we understand the inconvenience this has caused you. Please know that we are committed to a fun and fair playing experience. As a gesture of goodwill, we have added 200,000,000 Gold Coins to your account as well as 1000 Free Sweeps Coins. Kindly refer to the details below:

Date and Time: 17/09/2021 17:34:24 (UTC +8)

Gold Coin balance from 70,976,937 Gold to 270,976,937 Gold

Sweeps Coin balance from SC 0 to SC 1000

Again, we're very sorry for the misunderstanding. We truly hope you understand, Jaran. 

Thank you so much for your patience as this matter has been addressed. We appreciate your continued support. Should you have any questions, please don't hesitate to reach out to us again.

Best regards,

Katie

Chumba Casino Customer Support Supervisor

Hi jjcole237,

Have you heard from the casino about your money? 

Not a thing Melissa, they have not intention of to try. Immediately after i recieved that 2nd email, my complaint status we changed to "SOLVED"  and closed. So I launched a formal online complaint with Pardee Consulta, who h

Hi jjcole237,

Could you please finish your sentence? 

Sorry....

So I launched a formal online complaint with Pardee Consulta, who is their official ADR entity. I got the "complai t recieved email on the six stating they would be in contact when ever a rep looked over it. After failing  several times to submit the online complaint for using my cell, I was successful on my pc.

I see. Okay. Please keep us posted. We'll try to reach them again and say to reply to your question. 

Thank you, I'm not sure they will answer once the adr is actively involved, the casino and my self are not to communicate directly. Only thru Pardee Consulta.

We sent them an email asking for a favor. Let's see if they reply. 

The casino did get back to us and this is what they said: 

For prize redemption kindly ask her to contact us directly using her registered email address and send a message to [email protected].

We will be waiting for her email and have her concern handled accordingly.

Please do it again and see if they reply. Hope they will sort it out this time.

Okay I will try again, I would live nothing more than for them to handle it. Lol

OK I sent the email as ask so far I've just gotten automated message telling me to go to their zendesk

Also you are the most helpful representative  I have ever conversed with! EVER... ANYWHERE....  thank you soo  much

No problem at all. You are very welcome. Please keep us posted. 

They opened a new ticket under my name I know knowledge of the issue I was complaining about. Even after I pasted the email that they sent you. Here is the response they me immediately before closing the ticket they opened...  Specifically pay attention to the part I put in bold letters please tell me what impression that paragraph gives you.

Hello Jaran,

Good day! It is nice to hear back from you.

We understand your sentiments on this matter. Upon review, “The Last Empress” encountered a system malfunction that caused playing data and balances to be incorrect for a short period of time. Your account was affected by this system malfunction.

As stated in paragraph 14.4 of our T&Cs, “In the event of a Platform system malfunction all Game play on that Platform is void”

Hello Jaran,

Good day! It is nice to hear back from you.

We understand your sentiments on this matter. Upon review, “The Last Empress” encountered a system malfunction that caused playing data and balances to be incorrect for a short period of time. Your account was affected by this system malfunction.

As stated in paragraph 14.4 of our T&Cs, “In the event of a Platform system malfunction all Game play on that Platform is void”

We credited your account with GC200 million SC1,000 following this malfunction as your play on this game during this period resulted in a loss.

We hope this information helps you. Please do not hesitate to contact us again if you have any other queries and we'll be more than willing to help.Kind regards,
Nico
Customer Support Tea

We credited your account with GC200 million SC1,000 following this malfunction as your play on this game during this period resulted in a loss.

We hope this information helps you. Please do not hesitate to contact us again if you have any other queries and we'll be more than willing to help.Kind regards,

Thanks for letting us know, jjcole237. Hm! Looks like they are trying to do something after we emailed them the second time. It seems that they probably checked your gameplay and saw the balance you'd had before this happened. However, it is hard to say if it is a correct balance. Have you asked them for an explanation? 

From that paragraph  it seems like he was telling me that they gave me a 1000 credit because the game malfunction resulted in a loss in my player account. As for the explanation, I have asked, the zendesk reps  never answer with any unique specific info. I would almost venture to say that their zendesk reps are AI. Either that or they are trained to paste "terms & conditions 14.4. And mark the case as closed. 

Have they credited your account yet? I doubt there is anything further we can do for you since they have this sentence in their T&C ( 14.4 of our T&Cs, “In the event of a Platform system malfunction all Gameplay on that Platform is void”). 

Anyway, at least you got something. The casino can't share any info with us regarding your case which makes it difficult for us to resolve it. 

See that's the thing if he checked my game play you can see every win/ from $5 all the way to the $4000+ bonus win, and my total balance of $7000. I eve logged back on 5hrs after the bonus win and lost 1600 before my account was deactivated and adjust -$5203. J had game play on 3 other games in between my wins on last Empress and getting locked out

 No they haven't lol I am great full for your time and for actually trying to help. I have already submitted my complaint to their Advanced Dispute Resolution entity.  Thats what they are there for. 

I see. Okay please keep us posted. 

That means they don't want to pay you

slomania, you are 100% correct I am just patiently using their "terms and cond" to get what is 100% owed to me. 

I know it's been a while, I have not received anymore emails from the ADR entity; Pardee Consulta. I filed the online complaint on Oct 6th and did  receive an automated complaint received email. I am not able to call the firm. They did not provide an estimated time for response.

Thanks for the update, jjcole237.

Okay please keep us posted. You should probably wait longer since they always need more time to reply to their customers. 

Hi jjcole237,

Have you heard from the casino? 

I have not been contacted by pardee consulta as of yet. They do not provide and timeline for contact. I  found the law firm on FB and asked if they could give me an average estimate time for contact, still waiting. Thanks for staying on top

 Just like at Las Vegas casinos, if a machine malfunctions then all wins are null and void. I saw some dude win like $16,000 bucks on a machine but the slot techs said it was in error so the floor manager gave the guy 1000 bucks and a free dinner. By him accepting the 1000 bucks that kinda puts everything to rest. Of course the guy blew the 1000 bucks in 5 mins and came back talking shit, so they showed him where the door was and invited him to never come back again.

So did Chumba put the 1000 Sweeps Coins into your account as they claimed? 

That was basically my proof that there was no malfunction. When aachine malfunctions the casino responds immediately.  I already had close to 3000 when I started playing said game, and won $4000 during a free spin bonus. They are claim the malfunction 7 hours after I logged out started verification. I was logged out for 3 straight hours. And even lost $1000 on a different game before they cried malfunction.

I live in OK and have spent way to much time in them, yes they put $1000 in the acount. I actually had a csr rep assure me my fund were safe, and another emailed me and and apologized for the trouble and admitted after review my account was NOT affected by the malfunction and apologied!!!  

So I asked when my money would be returned!!! They  reneged the previous email and I think they emptied that the game I played 6 hours earlier malfunctioned and messed with my balance but not to worry they gave me $1000.

Well, I would just be thankful they gave you a 1000 sweep coins as a "gesture of goodwill", which we all know means they arent obligated to give you anything and could have told you to pound sand.

At the end of the day whos going to audit the machine you played on? Probably one of their trained engineers that is paid by the company which they are doing the audit on. 

I will win this tug of war lol. I filed a complaint with their ADR.if any of it logically made since I would bow out but, just to prove I am not a "karen", my husband won around $20000 in crypto, when he went to with drawl, they denied and asked if he was playing with a VPN! He just happened to be playing on his work computer, which was connected to the company VPN!!!!! We wanted to die but just yes and that was that.

ohh dear, i pitty how the world is going with these online casinos not paying out

I recommend filing a complaint about the pages related to this casino's review.

I am confused I should start another post when receive a resolution? 

You can update the post here. I've closed it since there was no update. We are still waiting for your feedback. 

I apologies, i still have not recieved any additional correspondence from Pardee the ADR's info page said if the reject a request the consumer will be notified within the first 2 weeks after submitting the claim. However if the find cause to represent the consumer it will take up to 6 month to work thru the resolution process and both parties will be notified of the outcome. January 16 2022 will be the 6 mo mark since I recieved to confirmations email! So fingers crossed.

Just an update the ADR "strives to resolve all disputes within 90 days", my 90 days was up on the 5th I have not received any communication from Pardee Consulta as of now. I plan on requesting an update tomorrow by email, if I don't receive a response by wendsday the 12th then I will call them on the phone hopefully I have an answer soon!

Thanks for the update. Hope it will be sorted soon.