Help Center & FAQ
Welcome to the official Chumba Casino Help Center. We are dedicated to providing you with a seamless, enjoyable, and secure social casino experience. Whether you are a new player learning how the sweepstakes model works, or an experienced spinner looking for assistance with account verification or prize redemptions, this comprehensive guide is designed to answer your questions. Please browse the detailed categories below to find the information you need.
1. Getting Started and Account Registration
How do I create a new account?
Creating an account at Chumba Casino is entirely free, fast, and secure. Simply navigate to our homepage and click the "Create Account" or "Register" button. You will be prompted to enter your legal first and last name, a valid email address, and a secure password. Alternatively, you can speed up the process by choosing to register using your existing Facebook or Google credentials. Once you submit your details, a verification link will be sent to your email. Click that link to activate your account and claim your welcome bonus!
Who is eligible to play?
Our social casino is available to players who are at least 18 years of age (or the legal age of majority in their jurisdiction). Due to varying regional sweepstakes laws, residents of the United States (excluding Washington, Idaho, and Michigan) and Canada (excluding Quebec) are eligible to participate in our promotional sweepstakes and redeem Sweeps Coins for prizes. If you are located outside these permitted jurisdictions, you may not access our platform.
I forgot my password. How can I log in?
If you cannot remember your password, do not worry. Click on the "Log In" button on the main page, and then select the "Forgot Password?" link at the bottom of the form. Enter the email address associated with your account, and we will send you a secure link to reset your password. If you do not receive the email within a few minutes, please check your spam or junk folder.
2. Understanding Gold Coins and Sweeps Coins
What are Gold Coins (GC)?
Gold Coins are our standard social currency. They are used exclusively for fun and entertainment on our platform. You can use Gold Coins to play all of our slot and table games. You can receive Gold Coins for free through daily login bonuses, social media giveaways, or you can choose to purchase additional Gold Coin packages in our store. Please note that Gold Coins have no real-world monetary value and can never be redeemed for cash or prizes.
What are Sweeps Coins (SC)?
Sweeps Coins are the promotional sweepstakes entry tokens used at Chumba Casino. Unlike Gold Coins, Sweeps Coins cannot be purchased directly. Instead, they are awarded to you for free as a promotional bonus when you buy specific Gold Coin packages, or through our Alternative Methods of Entry (such as mail-in requests). When you play games using Sweeps Coins and win, those winnings become eligible to be redeemed for real cash prizes or digital gift cards, provided you meet the minimum redemption requirements.
3. Purchasing and Payment Methods
How do I purchase Gold Coins?
To extend your gameplay, you can purchase Gold Coin packages directly through our secure platform. Once logged in, click the "Buy" or "Store" button located at the top of your screen. Browse the available packages, select the one that fits your needs (keeping an eye out for packages that include free bonus Sweeps Coins!), and choose your preferred payment method to complete the transaction.
What payment methods are accepted?
We pride ourselves on offering a wide variety of safe and secure payment options for our players. Currently, we accept all major Credit and Debit cards (including Visa, Mastercard, and Discover). We also support popular e-wallets such as Skrill, and secure online banking transfers. All transactions are protected by advanced SSL encryption technology to ensure your financial data remains completely safe.
Why did my purchase fail?
If your purchase attempt is declined, it is usually due to a restriction placed by your bank or credit card issuer. Some financial institutions automatically block transactions to social gaming sites. We recommend contacting the customer service department on the back of your card to pre-authorize the transaction. Alternatively, trying a different payment method, such as Skrill or a different credit card, often resolves the issue immediately.
4. Prize Redemptions and Verification (KYC)
How do I redeem my Sweeps Coins for a prize?
Once you have accumulated enough eligible Sweeps Coins through gameplay, you can request a redemption. Click on the "Redeem" button in your account menu. You will be given the option to redeem your Sweeps Coins for a digital gift card (sent instantly to your email) or a cash prize (transferred securely to your nominated bank account). You must have a minimum of 100 eligible Sweeps Coins for a cash redemption, or 10 eligible Sweeps Coins for a gift card redemption.
What is the KYC verification process?
Before we can process your very first prize redemption, we are legally required to verify your identity to comply with anti-fraud and anti-money laundering (AML) regulations. This is known as the KYC (Know Your Customer) process. You will be asked to securely upload a clear photo of your valid, government-issued ID (such as a driver’s license or passport) and a recent proof of address (such as a utility bill or bank statement dated within the last 3 months). This is a one-time process designed to protect your account.
How long do redemptions take to process?
Digital gift card redemptions are processed rapidly and generally arrive in your inbox within 24 to 48 hours. Cash redemptions directly to your bank account can take a bit longer due to standard banking procedures. Once your account is fully verified, please allow between 3 to 10 business days for the funds to successfully clear into your account.
5. Technical Support and Troubleshooting
The game is loading slowly or freezing. What should I do?
Our games are highly optimized, but occasional local connectivity issues can cause lag. If you experience freezing or slow load times, please try the following steps: first, refresh your browser page. If that doesn't work, clear your browser's cache and cookies. We highly recommend using the most up-to-date version of Google Chrome or Safari for the best experience. Finally, ensure that you have a stable, high-speed internet or cellular connection.
What happens if I lose my internet connection during a spin?
Do not panic! Our servers record every single transaction and game round in real-time. If you lose connection in the middle of a spin, the outcome of that spin has already been determined by our Random Number Generator (RNG) on the server side. When you log back into your account, your balance will automatically reflect any wins or losses from that interrupted round. You can also view your complete gaming history in your account settings.
6. Responsible Social Gameplay
How can I control my gameplay?
At Chumba Casino, we want you to have fun, but we also take responsible gameplay incredibly seriously. We offer a suite of tools to help you manage your time and purchases on our platform. You can set daily, weekly, or monthly Gold Coin purchase limits. You can also set session time limits to remind you to take a break.
Can I take a break or self-exclude?
Absolutely. If you feel you need a short break, you can utilize our "Take a Break" feature to lock your account for a period of 1, 7, 14, or 30 days. If you require a more permanent solution, you can request a "Self-Exclusion" by contacting our customer support team. A self-exclusion will close your account for a minimum of 6 months, and you will not be able to log in or receive promotional emails during this period.
Still Need Help?
If you have read through our Help Center and still cannot find the answer to your specific question, our dedicated Customer Support team is available around the clock to assist you. Please click the button below to log in and submit a secure support ticket. We strive to respond to all inquiries within 24 hours.