Consumer complaint received 2025-07-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
Subject : Dispute of Charges Merchant Failed to Deliver Approved Redemption Account Number : XXXX Disputed Transactions : Transaction Date Post Date Description Amount XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total {$1100.00} Dear Dispute Resolution Department, I am writing to formally dispute the above-referenced transactions for the following reasons : failure to deliver approved redemptions, misrepresentation of services, goods and services not as described, and lack of access to purchased digital goods following the merchants abrupt shutdown.

I am writing to formally dispute the above-referenced transactions made to a merchant named XXXX, which represented itself as a legal sweepstakes platform operating under U.S. promotional sweepstakes law.

These transactions were not gambling charges. I made purchases of virtual currency ( commonly referred to as XXXX XXXX ) with the understanding that I could receive sweepstakes entries and eventually redeem sweepstakes winnings for real money, which is how this model avoids classification as gambling. This merchant accepted standard credit card payments and presented itself as fully legally compliant. 

On XXXX XXXX, I submitted a redemption request for {$1400.00}, which the merchant approved but never fulfilled. I contacted their support team multiple times without resolution. Then, on XX/XX/year>, the merchant suddenly removed all sweepstakes functionality from its platform, citing vague regulatory concerns. Nearly two months later, on XX/XX/year>, I received an email stating that they could no longer process redemptions due to unspecified new lawsa direct contradiction of their prior communications and assurances. Not long after, their entire website went offline, cutting off all customer access to accounts, redemptions, and support.

To be clear : This is a failure-to-deliver case involving digital goods and a promised monetary redemption that was never paid. 

These were not gambling transactions, and suggesting otherwise is both inaccurate and potentially problematic. Under XXXX law, true gambling transactions can not legally be processed via credit card, and the merchant explicitly advertised itself as operating within legal sweepstakes parameters. 

If the merchant misrepresented its business model or violated card network or legal standards, that further reinforces my position as a defrauded customer. 

Under the XXXX XXXX Billing Act ( FCBA ), I am requesting a chargeback for these transactions due to non-receipt of goods or services as agreed. 

This situation exemplifies exactly why the credit card dispute process exists. There was no gambling involvedand even if there had been, the merchants consistent portrayal of itself as a legally compliant sweepstakes platform only reinforces the fact that consumers were misled. 

I am filing this complaint because Chase has failed to properly handle my credit card dispute involving a merchant named XXXX, a company that marketed itself as a legal sweepstakes platform. I am seeking reimbursement for {$1100.00} in charges related to purchases where the merchant failed to deliver on promised redemptions. 

Chase already approved multiple disputes for smaller transactions from this same merchant, acknowledging the same issue. However, they denied the larger onesdespite the circumstances being identical. The only notable difference is the amount : the approved disputes were under {$20.00} ; the denied ones were each approximately {$100.00}. This inconsistency raises serious concerns about fair and equal treatment of consumers. 

When I initially called Chase about the denials, the representative gave conflicting explanations. First, I was told the disputes were denied without being asked to submit evidence. Then the representative suggested Chase does not process disputes of this nature at allimplying they were gambling charges. This is categorically false. These charges were not gambling-related ; the merchant advertised itself as operating legally under XXXX promotional XXXX law, and Chase has XXXX treated them as valid disputes in other cases. 

When I was transferred to a supervisor, he confirmed that the previous agent was incorrect and instructed me to upload my supporting evidence. He assured me that submitting evidence for XXXX transaction would suffice for all related charges. However, Chase only applied that evidence to XXXX transactionand then denied that XXXX too. Worse, the denial stated that the merchant made the services available, which misrepresents my actual reason for the dispute : goods and services not as described and merchant misrepresentation. The core issue is the merchants refusal to honor a confirmed {$1500.00} redemption. 

Chases misclassification of my claim and failure to properly review my evidence suggest a deliberate attempt to avoid responsibility under the XXXX Credit Billing Act. This is not only a violation of consumer protection principlesit undermines confidence in the integrity of the dispute process.

Company response to consumer: Closed with explanation