CUSTOMER SUPPORT

Account Verification (KYC) Process

Before you can redeem any Sweeps Coins winnings for cash prizes, you must verify your identity. This is a one-time process required by law to ensure the security of our platform and prevent fraud. To verify your account, navigate to the "Redeem" section in the menu and follow the prompts to upload your documents.

Required Documents:

• Government Photo ID: A valid Driver's License, Passport, or State ID card. Ensure the image is clear, in color, and shows all four corners of the document. The name on the ID must match the name on your Chumba Casino account.
• Proof of Address: A utility bill (water, gas, electric), bank statement, or internet bill dated within the last 90 days. It must clearly show your full name and current residential address. P.O. Box addresses are generally not accepted for redemption purposes.
• Bank Statement: A recent bank statement linking your name to the account number you wish to use for redemptions. You may redact sensitive financial transactions, but the name and account details must be visible.

Our verification team reviews documents in the order they are received. This process typically takes 24-48 hours. You will receive an email notification once your account status is updated.

Prize Redemption Guide

Redeeming your winnings at Chumba Casino is straightforward. You can redeem your Sweeps Coins for cash prizes sent directly to your bank account or for digital Gift Cards from major retailers.

Redemption Rules:

• Minimum Balance: You must have a minimum balance of SC 100 to request a cash redemption. For Gift Cards, the minimum is often lower (e.g., SC 10 or SC 25).
• Playthrough Requirement: All Sweeps Coins must be played through at least 1x before they are eligible for redemption. For example, if you receive 5 free SC, you must place 5 SC worth of bets before those funds (and any winnings) can be redeemed.
• Processing Time: Once your account is verified, redemption requests are typically processed by our internal team within 24 hours. After approval, bank transfers (ACH) can take 3-5 business days to appear in your account, depending on your bank's processing speeds. Skrill redemptions and Gift Cards are usually instant or within 24 hours.

Purchasing Gold Coins

While Chumba Casino is always free to play, you can choose to purchase Gold Coin packages to extend your gameplay. We accept a variety of payment methods including Visa, Mastercard, American Express, Discover, Skrill, and Online Banking (Trustly).

Troubleshooting Declined Purchases:

• Ensure your billing address matches the address on your card statement.
• Check that you have sufficient funds and that your card allows international or online gaming transactions.
• Try using a different browser or clearing your cache if the payment window fails to load.
• If you continue to experience issues, we recommend using Skrill or Instant Bank Transfer as reliable alternatives.

Technical & Gameplay Issues

If you experience a game freeze, lag, or error message while playing, please try the following steps before contacting support:

1. Refresh the Page: Often, a simple refresh will reload the game and restore your session. If a spin was in progress, the result will be completed on our server, and any winnings will be credited to your account automatically.
2. Clear Cache and Cookies: Cached data can sometimes cause conflicts. Clear your browser history to ensure you are loading the latest version of the site.
3. Check Internet Connection: Ensure you have a stable Wi-Fi or data connection. Intermittent connectivity can cause display errors, though the game outcome remains secure on our servers.
4. Disable Pop-up Blockers: Some ad-blockers may interfere with game windows opening correctly. Whitelist Chumba Casino in your browser settings.

Responsible Gaming

We are committed to providing a safe and responsible social gaming environment. If you feel that your gameplay is becoming problematic, we offer several tools to help you manage your activity:

• Purchase Limits: Set a cap on how much you can spend on Gold Coins per day, week, or month.
• Activity Reminders: Set alerts to remind you how long you have been playing.
• Time-Out: Take a short break from your account (1 day to 6 weeks).
• Self-Exclusion: Voluntarily close your account for a longer period (6 months or indefinitely).

To implement any of these options, please contact our support team or visit the "Responsible Gaming" page linked in the footer.