Complaints

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:10/12/2022

  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 have alot of different charges on my debit card that was unauthorized to my debit card ending in **** to this company called SKILLZ i have tried numerous times to get help to resolve this matter but no such luck what so ever i have counted 15 different charges in my debit card transactions.1. Sep 20 ***** 2. Sep 19 ***** 3. Sep 19 ***** 4. Sep 18 ***** 5. Sep 18 ***** 6. Sep 17 ***** 7. Sep 17 ***** 8. Sep 16 ***** 9. Sep 16 **** 10. Sep 14 **** 11. Sep 14 ***** 12. Sep 13 **** 13. Sep 12 **** 14. Sep 10 ***** 14. Sep 10 **** Here is the first 8 digits of my debit card also the exp and 3 digit security code to find the info u need.9232 **** Exp 03/26 920 i will also upload screenshots of each unauthorized charges.

  Business Response

  Date: 10/25/2022

  Hi ******,
  
  Thank you for contacting Skillz Support and BBB. I've reviewed the information you've provided and cannot locate an account or support emails with the email address nor phone number you provided. Please contact us at ********************************** with your transactions, dates, and the last four numbers of your credit card and billing zip code to locate these transactions and provide a resolution. 
  
  Sincerely, 

  Skillz Support

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18201921
  
  I am rejecting this response because: i have sent you all the info your requested from me.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/27/2022

  Hello ******,
  
  Thank you for following up with us. I can see you reached out to our team in Support ticket #********, where our team was also able to investigate and provide a resolution. Please let us know if we can assist with anything further by replying to the thread in that Support ticket. This ensures all information is accessible in one place.
  
  Here is our Terms of Service again for your convenience: https://www.skillz.com/legal/ 
  
  
  Sincerely,

   

• Initial Complaint

  Date:10/11/2022

  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.

  I asked them several times for them to give me a timeout where I would be unable to play for 60 or 90 days because I was spending too much money on their games.They refused to do this. They said all they could do is permanently deactivate my account or do it in a way where I could come back at any time. This obviously didn't work because, though a skill element does exist, their games amount to gambling and compulsive gamblers do not have the ability to easily stop when chasing losses.Many of their top players are in the same boat. They can't stop. Skillz condones this, if not welcomes it.Their algorithm is grossly unfair. The very best players play against players who are merely good and beat them 90% of the time. They've been told this many many times by many many players. They do nothing.They need to fix their algorithm and they need to give people the ability to pull themselves out for a set amount of time, just as online gambling sites do.

  Business Response

  Date: 10/25/2022

  Hello *******,
  
  Thanks for contacting BBB and Skillz Player Support. I apologize for the frustration you've encountered while with Skillz.
  
  While Skillz is a platform for entertainment, we do understand that sometimes players may either need to take a break or step away entirely. Players being able to lead a healthy life with Skillz is our top priority and we are fully prepared to take any necessary steps that we feel are in the player's best interest, including permanent account closure. 
  
  In ticket #********, you cited some comments about spending more money than you wanted on the platform, which we found concerning. We temporarily suspended your account in order to gain some clarification about the seriousness of comments made. We also asked that you consider whether being on the Skillz platform was the right choice for you. 
  
  You asked us to not permanently close your account but to instead reinstate it as normal. Considering the seriousness of the matter, we asked that you please review and explicitly agree to our Terms of Service and provide your agreement to these terms:
  
  "To reactivate my account, I understand that under Section 8.1 of the User Terms, I am responsible for and have the ability to pay any Fees for Competitions and that any Cheating, Fraud, and/or Abuse can lead to the immediate termination of my Account under Section 7.3 of the User Terms."
  
  You agreed to these terms and accepted full responsibility for your choices on the Skillz platform. 
  
  Then, in ticket #********, you asked us to close your account permanently due to your frustration with the player matching system. Our team asked for your final confirmation, to which you responded that you wanted to keep your account open. Soon after in the same ticket, you requested another time that our team close your account due to your frustrations with the crashes you had experienced, and then requested it be reopened again.
  
  In ticket #********, you requested our team temporarily disable your account for 60 days and not reopen it even if requested to do so. Our team did temporarily suspend access to your account in order to gain clarification on the comments you made to us about your financial stability. We explained again that it is your choice whether to continue participating on the Skillz platform or to step away entirely. You were given the choice to either close your account permanently for your peace of mind or temporarily close your account for as long as you'd like, but that we would fulfill your request to reopen it if you chose to reopen it again. You chose to temporarily close your account.
  
  In ticket #********, you requested your account be reopened. Soon after in that same ticket, you requested permanent account closure due to a sum of frustrations with the player matching system, crashes due to playing with an older device, and the fact that our team would comply with your choice to disable or reenable your account as requested. After a thorough review of the aforementioned information, our team came to the decision that it would be in your best interest to no longer be able to participate on the Skillz platform and permanently disabled your account.
  
  To address your concerns about the player matching system, our system is solely designed for players to be matched according to their skill level. Your skill level is determined by a number of different factors, including but not limited to factors such as your scores, wins, losses, and so on. The players you are matched with have demonstrated that they are able to consistently perform at the same level you are performing at at any given time. Although you or your opponent may sometimes be on a hot streak or otherwise do unusually well in a match, this does not mean your overall average skill levels are matched incorrectly.
  
  Because a player's skill level can fluctuate, if a player begins consistently performing at a high level, they will be matched with higher level players performing at the same level. If they continue winning and doing well, they will continue moving up through levels. If they are unable to continue performing at that high level against other players at that level, they will be placed at a lower skill level and be matched with players of a similar ability.
  
  Here are the Terms of Service again for easy access: https://www.skillz.com/legal/
  
  
  Sincerely,

   

• Initial Complaint

  Date:10/09/2022

  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.

  I have lost over $3,000 in the last year in a APP called SKILLZ APP It has several games which you compete with other players for money.I believe that the app is not only (cheating) players out of our money but I am certain they used rpg accounts created to challenge us user's. Most importantly im a Washington resident which I didn't realize I'm not even legally allowed to ****** on this app but there's no filter or warning to block me or even make me aware im prohibited by law not to play.I have all my receipts available to review id happily forward to whoever reviews my complaint(s) I've had my uncle look into this App he's a retired ***** professor and he's also made me Aware the code used to write these games can be manipulated like the flick of a lightswitch and that after reviewing the App he strongly believes it manipulates the game the players play in and he suggested I contact your department has well. Please Email or call me if you need more information or have any questions Thank You ********************

  Business Response

  Date: 10/19/2022

  Hello ****,
  
  Thank you for reaching out to BBB and Skillz Support. I'm sorry for the frustration you've experienced with Skillz.
  
  Please be advised that the use of bots or other automated technology is not allowed on the Skillz platform. As such, each player you encounter is another human opponent you have been matched with based on your personal skill level.
  
  Additionally, in order to maintain fairness across our platform, we make sure all Skillz employees are clearly labeled with a "Staff" badge within all Skillz apps. This ensures that you always know when you're playing against a member of our team! If you lose against a Skillz employee, your entry fee will immediately be refunded, and youll see entries for "Skillz Staff Refund" and/or "Skillz Staff Bonus Refund" in your Balance History. Alternatively, if you win against Skillz Staff, you keep the prize!
  
  We will always strive to create a safe environment where everyone can be their best, and encourage you to report any suspicious gameplay, username/avatar, or chat conversations that you feel should be brought to our attention.
  
  Further, our cash tournaments are not gambling because our competitions are based on ability rather than luck or chance, and we have no vested interest in who wins or loses. Cash competitions are available to all players over the age of 18 in about 75% of the world where cash gameplay is enabled. 
  
  In order to play for cash, your device location settings must be enabled to ensure eligibility. The state of Washington does legally permit participation in Skillz games. If our system detects that you are located in a place where cash gameplay is not legally permitted, you will not be able to view or enter cash matches.
  
  If you have questions about your Skillz account or a particular match played, please know our Support team is available 24/7 to assist you. Again, please also feel welcome to report any suspicious gameplay, username/avatar, or chat conversations you may experience. We take all reports very seriously and investigate each matter thoroughly.
  
  
  Sincerely,

• Initial Complaint

  Date:10/08/2022

  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.

  On September 22, 2022 I received an email from Skillz to claim $10 "bonus cash" when I deposit $10. I made a deposit to my Skillz Dominoes Gold account in the amount of $10.00 from my ************ credit card. I Played a total of about 10 games against other players winning around $8 that day. I tried try to play again until I received new email on September 26, 2022 from Skillz Dominoes Gold stating I had $27.01 in as my total balance inviting me to play again but I still didn't not play. On September 27, 2022 I received a new email from a Skillz representative named ****** accusing me of violating "7.3. ********, Fraud, and Abuse. Which is completely false and unfounded and without merit or proof. I never cheated when I played I didn't even think it was possible given that it's all randomly played. The funds that I deposited came from a credit card I'm my name so no fraud there. I made several attempts on attempts to contact Skillz via email reply for an explanation on how I violated or broke any rules during the the time at question but to no avail. My account we blocked and my money siezed. I would like my funds released and credited back to my card minus there $10 bonus cash which is not redeemable along with a apology from Skillz from wrongful accusing me of fraud or cheating and the theft on money legally mine. This is a very unfair and and unjust way for then to scam loyal customers out of money just by false accusations of rule violations.

  Business Response

  Date: 10/19/2022

  Hello ********,
  
  Thank you for contacting BBB and Skillz Support. I'm sorry for the frustration you've experienced while working with us regarding your accounts.
  
  Your account was closed on 09/27/2022 due to filing financial disputes against the authorized transactions on your account, or "chargebacks". Chargebacks are an explicit violation of our Terms of Service. Please review ticket #******** where we communicated this to you for confirmation.
  
  Our team had also previously reached out to you about violating our Terms of Service by creating multiple accounts. We initially reached out to you about this in ticket #********, sent on 06/13/2022, to which you stated, "Okay thank you for letting me know. I will use one account moving forward." 
  
  Later, on 07/20/2022, our team found that you continued to create and use multiple Skillz accounts. We sent you notice of this in ticket #********?. We then temporarily suspended your account until you reviewed and explicitly agreed to our Terms of Service.
  
  We received your explicit agreement to our Terms of Service on 08/13/2022. We then received notice of the aforementioned chargebacks filed and closed your account for the additional Terms of Service violation on 09/27/2022.
  
  As a result of these repeated and continued violations of our Terms of Service, we will be holding firm in keeping your account permanently closed. Funds on the account that were utilized after and in violation are forfeit.
  
  
  Sincerely,

• Initial Complaint

  Date:10/03/2022

  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.

  Hello, my Skillz username is ******* and I recently received an email that informed me my account has been banned from playing Skillz games due to cheating or fraud. Im assuming it has to do with an email I received on May 10th 2022 saying I attempted to exploit match refunds. I will say with 100% certainty I have not abused the courtesy refund system in any way. My most recent refund request was on 8/30 for $120 due to my game crashing and was refunded the $120 for this issue. On 8/27 I had another refund request for 30 cents for both players crashing when the game started and another on 8/26 for $1. Here are my most recent refund requests from my email.8/30 $120 8/27 $.30 8/26 $1 8/11 $5 7/10 $3 7/09 unknown $5/22 for $120. On this game there was a replay showing I ended the game with a score of **** and my opponent was in the 700s but the game crashed after the posted score and said aborted causing me to lose the match. 5/21 unknown (game froze)5/8 unknown $5/5 $5 5/4 unknown $4/21 unknown $4/16 $18 I also had a replay for this showing I was automatically fouled in the lag match causing me to have a disadvantage. The list does go on and on but these are 100% legit refund requests due to technical errors or app crashes. Anytime there was technical issues within a game and there was a replay to be shown I always explained in detail what went wrong. For example: live matches would freeze or even sometimes my cue disappeared on my turn causing me lose. In h2h its all about speed and most importantly accuracy. I have been rejected several refund requests with replay evidence showing the cue ball did not go where the line trajectory was pointing. I have sent several emails to Skillz to reach out to someone about my account being banned and have not received a single email back to allow me to explain any issue they are concerned about. It would be great if they could do a zoom meeting or phone call to discussPlease help,*******

  Business Response

  Date: 10/24/2022

  Hello *****,
   
  Thanks for contacting BBB and Skillz Player Support.
   
  Upon thoroughly reviewing your account, it appears that your account has been banned for violating our Terms of Service by making advantage of refund and abort abuse in matches to win unfairly against players on the Skillz platform.
   
  Our trust and safety team was alerted to review your account due to having been consistent with our internal risk patterns. This was detected using historical data from your account during your time with Skillz. Note that we never take action on an account without 100% certainty that a violation has occurred.
   
  Your account has been flagged for attempting to exploit match refunds. Please keep in mind that a score must always be submitted for every match you play, even if it is not your best-desired outcome or you are playing against someone you don't want to.
   
  Please note that we do not provide refunds for matches with submitted scores without confirmation that a technical issue occurred. With that being said, we have processed courtesy refunds on your account several times.
   
  Once any portion of a deposit has been used to enter cash matches, we cannot refund it directly. If you would like to consult our official stance regarding refunds, we ask that you please review the Terms of Service under section 8.8.
   
  In conclusion, you clearly violated our terms of service and chose not to cooperate. Your actions jeopardized the integrity of our system and put many honest players at risk. Weve determined to close your account permanently, and this case is to be closed.
   
  Here are the Terms of Service again for your reference: https://www.skillz.com/legal/     
   
  Regards, 

• Initial Complaint

  Date:10/02/2022

  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.

  On june 9, 2022 at 8:23 p.m., i received an automated message from ******, a trust and safety agent, saying that my actions were in serious violation of their terms and conditions and ny account has been banned. I made two attempts to get responses from this decision but each time no response was obtained from them. So, after analysis and research carried out in relation to my performance on their platform regarding the Big ********************* game, i do not believe that i have violated any of their conditions in section 7.3.. I received a warning on february 2, 2022 at 4:48 pm from ********* saying that my account has been temporarily suspended for violating their terms and conditions, i had indeed committed a violation, but i took this warning seriously and changed my approach to ensure that i respect each of the conditions after that. So, that's what i did and had no problems during 4 months, i had three verifications by Zoom during this period and each time the conclusion was that my account was fine and without concern. I played probably over ****** games at Big ********************* and my strategie was to win as many games as possible in order to finish first in the leaderboard and then win the prize pool. That's how i managed to make a few dollars because one-on-one i was maybe 58% win and 42% loss, which isn't enough as a ratio to have gains, but the leaderboard allowed me to collect his winnings. So, i don't understand why i was banned, because i respected my oppenents and avoided to repeat what i was accused on my warning. So, i would like to have a fair and informed explanation of the decision that was made on my account on june 9, 2022.

  Business Response

  Date: 10/04/2022

  Hello *******,
   
  Thanks for contacting BBB and Skillz Player Support.
   
  Upon thoroughly reviewing your account, it appears that your account has been banned for violating our Terms of Service.
   
  Our trust and safety team were alerted to review your account due to have been consistent with our internal risk patterns. This was detected using historical data from your account during your time with Skillz. Note that we never take action on an account without 100% certainty that a violation has occurred.
   
  Your account has been flagged for creating multiple accounts and sandbagging to win unfairly against honest players on the platform. 
   
  Players may not have more than one registered account with the same personal information, such as your name, email address, phone number, mobile device, and payment method.
   
  In conclusion, its clear you violated our terms of service and chose not to cooperate. Your actions jeopardized the integrity of our system and put many honest players at risk. Weve determined to close your account permanently and this case to be closed.
   
  Any closed accounts are not to be reopened for security purposes.
   
  Here are the Terms of Service again for your reference: https://www.skillz.com/legal/   
   
   
   
  Regards,

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18157048
  
  I am rejecting this response because:

  The reason you gave me proves only one thing to me right now, you don't know why you actually banned me. I actually opened another account at the very beginning when I started and this one was deleted explaining the reason very clearly to me and no other account was created after that. This was done cordially and I have proof of this. Some time later, my account was suspended for the reasons mentioned in my previous email, and thereafter I have always respected the terms and conditions. I passed three zoom checks which proves it once again. So, according to your answer, I must understand that my account was banned without valid justification? I have comms tracking if you want them. Please give me more details about why you banned me, thank you very much and have a great day.

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

• Initial Complaint

  Date:09/28/2022

  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.

  It happened over last few weeks mainly. I filmed spades cheating by time the hands played with two timers. I filmed it several times. I report it but no response. Afterwards the games started crashing and they stopped refunding entry fee.. then they outright took money from my account..have pictures and screenshot of the entire action. I then was made fun of by support staff offering refunds but never did. Then continuously contact me while saying nothing but same. I have proof of everything I'm saying..emails also.

  Business Response

  Date: 09/28/2022

  Hello *****,
  
  Thanks for contacting BBB and Skillz Player Support.
   
  Skillz has a very competent Trust & Safety team with all the tools and processes necessary to uphold game integrity and investigate any reports made by our players to verify if a technical error has been found on our system. 
  
  After further review, I reviewed the support messages you sent requesting refunds. 
  Our player support team has addressed all refund requests in the recent tickets: ********, ********, ********, and 12859991. 
  
  Please note that we cannot provide refunds for matches with submitted scores without confirmation that a technical issue occurred. With that being said, we have processed courtesy refunds on your account. Unfortunately, we will not continue that courtesy unless an error can be confirmed on our end.  
  
  Once any portion of a deposit has been used to enter cash matches, we cannot refund it directly. If you would like to consult our official stance regarding refunds, we ask that you please review the Terms of Service under section 8.8.
  
  We suggest taking breaks between gameplay and playing Z matches as either a warm-up or a way to practice techniques learned from rivals. One good habit we recommend is watching the replays for players who may be considered your rivals and seeing if you can learn any tips or tricks from their gameplay style. Also, you can play for free until you feel comfortable playing cash matches again.
  
  I know this isnt the resolution you had hoped for but please know we will be happy to review your account again in the future. Until then, our decision to deny all refunds will be upheld until further notice. We hope you understand the procedures we have in place to ensure a fair and consistent experience for all players.
  
  Please review our terms of service: https://www.skillz.com/legal/. 
   
  Sincerely,
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18140199
  
  I am rejecting this response because:I advised them over 30 days ago ..offered the film where I taped it with two separate timers in the picture along with games. I never received a response until I  I warned I would go public with the evidence then my account started having issues with crashes and was responded to with same but told me a specialist would be in contact..still no response from specialist or anyone for that. They knew month ago and did nothing and still haven't ask for copies of evidence. Further more when I told them I would go public with it ..the harassed me for hours with continued emails over 30 in 6 hour period basically saying nothing. I would like to send bbb some as proof. Now since you have contacted them..I've received several emails stating they have reviewed my account and have issued refunds. I guess a bribe..not sure but I deleted everything to do with skillz and their rigged games. So their reply is smoke and mirrors. I have email I sent first time and it wasn't yesterday.. everything I am saying..I have proof, picture,email, screen shot. So if you need it..I'm more than  happy to send it..they are crooks and they didn't think I would say anything..but I am ..I've sent copies of all information to shareholders and it's their topic next meeting. But thank you for your rapid response to them. I have also sent copies to federal gaming commission..not just cheating but how they set pairs that are not even close to equal against each other..set for the player to lose ..and few other items. So I definitely do not accept their half sided response. I don't want money, I don't want any offer they have..I want future players or victims to have information before signing up to site. They are doing this to a large amount of people. And I just want to expose them. Thank you and skillz as well because their response ta total sham. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/04/2022

  Hello *****,
   
  Thanks for contacting BBB and Skillz Player Support.
   
  We are sorry our response was unsatisfactory to you. Please understand we have rules and regulations to uphold. We are upholding our initial response to deny any refunds to your account.
   
  Because youve continued to make legal threats and have refused to work with us regarding your concern, we have closed your account with Skillz. You are no longer allowed to participate on the platform.
   
  You can find additional information regarding our legal process and next steps in our Terms of Service here: https://www.skillz.com/legal/.
   
  Further inquiries regarding this could lead to no response and potentially suspend your ability to contact support.
   
  Sincerely,
   

• Initial Complaint

  Date:09/27/2022

  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.

  You will RARELY win anything. For example, you play someone in Blackout Bingo, you bet .60 to win .40. Both players put .60 to play. $1.20 total, winner wins ****. On top of this, as you play, the game continues to calculate your wins vs losses. They eventually will have you playing people with the same skill level. No, you can't suddenly be better than your opponents. Your opponents will get tougher. They do this so poor players won't be stomped and quit playing. Easy money by matching dumb players with dumb players. They win 50/50 and effectively lose 33% average each game. You win two .60 games you have won .40 x 2 =.80. You lose two games, you lose $1.20. Great odds right? No! You're going to lose 33% evrn with your best efforts. They offer bonus money for you to buy. I spent $500. I accidentally cashed out and received $120. They STOLE $680 and would NOT reinstate it, even with the offer to deposit the $120 back. You can NOT play inexpensive games, lower your rating, and then play expensive games. They will weight your play using each dollar you play. A $100 game is worth 100 $**** games mathematically. AVOID THIS GAME!

  Business Response

  Date: 09/28/2022

  Hello ******, 
   
  Thank you for your reaching out to us through BBB and Escalated Support.
   
  After further review of your past support message regarding your withdrawal looks like we addressed it in ticket:12826116 and most recently ticket: 12858446.

  Let me share more information about how our withdrawal process works: Any withdrawals up to the amount of your total deposits will be processed using the same form of payment as your deposit, either your PayPal account or credit card, in order of oldest to most recent. We are unable to refund a specific deposit method. Winnings exceeding your total deposit amount will be sent via paper check if youre in the US or PayPal account if you are playing from another country.
  
  Bonus cash cannot be withdrawn and is forfeited when you make a withdrawal. 
  
  Our algorithm is skill-based matching and uses our internal ratings assessment to ensure both players are in the same skill band.  While we're always working to improve the player variety, you may find yourself playing with the same opponents consistently because you're within the same skill range and they're playing the same stakes as you are. There will always be a slight variation, and you may catch a player on a hot streak or someone who just found a new trick. Likewise, you may find something new that eventually pushes you into a new skill band.
   
  For more information on how we match, see our article: https://skillz.zendesk.com/hc/en-us/articles/211525983-How-Skillz-Player-Matching-Works-. 
   
  Besides the standard tips, we suggest taking breaks between gameplay and playing Z matches as either a warm-up or a way to practice techniques learned from rivals. One good habit we recommend is watching the replays for players who may be considered your rivals and seeing if you can learn any tips or tricks from their gameplay style.
   
  Also, you can play for free until you feel more comfortable entering cash matches.
   
  You can find our Terms of Service and Legal information at: https://www.skillz.com/legal/.
   
  Regards, 

   

   

   

   

   

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18139063
  
  I am rejecting this response because: They have not canceled the mistake I made after immediately informing them of my mistake prior to it being processed. Even after informing them of that fact, they still have refused to refund my money back onto my account. 

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

  Business Response

  Date: 10/04/2022

  Hello ******,
  
  Thank you for your staying in touch with us through BBB and skillz player support.
  
  As previously explained, we will not be able to reinstate or add your bonus cash lost after making a withdrawal.
  
  We have also explained this previously in previous communication in the ticket: 12826338.
  In the same message, you admitted to it is your mistake. Unfortunately, we will not be able to reinstate your bonus cash.
  
  Your withdrawal had already been processed, and we were not able to stop this process once it was requested.
  
  In the future, if you change your mind on a pending withdrawal, you can cancel the request by going to the deposit screen and attempting to make a new deposit. A prompt will appear that will allow you to cancel your pending withdrawal, granted it's still pending.
  
  Please review https://www.skillz.com/legal/ - Section 8 Subsections 8.4 & 8.5 as we do go over what happens to Bonus Cash when you withdraw your funds. We apologize for any confusion or frustration that has been caused.
  
  Skillz considers this case closed.
  
  Regards, 
  
  

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Ive been playing bingo for some time, and joined the last 10-day league tournament (Aug *****). I deposited thousands of dollars so I can keep up with my spot and ended up #**, I won $8750. But I believe I deposited AT LEAST $6,000 of that. So I played a little more to accumulate $9,000 and decided to withdraw it all in August 30,2022. I went to a different state for a wedding and I kept playing on smaller entry while waiting for my withdrawal. On Sep 6, skillz messaged me that they observed a large jump in location. And I replied, yes Im in another state. I kept messaging them about my withdrawal, why is it taking long? I even messaged my account manager what is going on. Then she asked me if I ever used a VPN or software to alter my location. I said no because I dont even know how to use those. Then on Sep 12, I received a long message from skillz that I committed fraud and I am accused of using bots or software to cheat. With no proof or whatsoever, they banned my account and never gave my money because its forfeited from the cheating. I dont know how to use bots, software, or VPN! And Ive been having technical problems with my games lagging, I had sent couple of complaints about it and some have replays that shows my screen freezes! They never solved that issue and refund me if it crashes but the problem never disappeared! Team Skillz, you always preach about being fair but I was blindsided by this. After that long message, you never replied to any of my messages. I am willing to work with you and prove my innocence but no reply. I think it is just fair to get my last withdrawal because majority of that is my money that I deposited to you.

  Business Response

  Date: 09/20/2022

  Hello ******,  
  
  Thank you for staying in touch with us through BBB and Skillz player support. 
  
  My name is ****** and I have reviewed your account. I have been in touch with your account manager ***** in regards to the concerns you have brought to our attention. 
  
  To move forward with your request we would need you to answer our email agreeing to our 
  Terms of Service sent in the ticket: 12820659. 
  
  Please reach out to ***** for further assistance regarding your VIP Account. 
  
  Regards, 
  

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:09/05/2022

  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.

  Hi I have been playing Skillz games for 2 years and was recently featured in 2 of you commercials. I guess they recently aired because last week a couple of friends saw them and asked if I really won that money and got it. Said it was true that they really pay out so I was shocked when the next day my account stopped working I have emailed Skillz multiple times over the last week with no response. My money is gone. Other big winners have claimed they were account were shut down for no reason and I never believed it but now I feel that maybe you guys just shut it down but were waiting for my commercial to come out before you did so. I love Skillz games and would like my account access back

  Business Response

  Date: 09/07/2022

  Hello,
  
  Thanks for contacting BBB and Skillz Player Support. 
  
  After an in-depth review of your account, we can verify that your account was under review by our fair play team. A brief pause was placed on your account to keep players on the Skillz platform safe and within the guidelines. 
  
  After the investigation was concluded, our internal teams found active violations made on your account. Can see that you have reached out several times regarding your crash matches. Our player support has done intensive research to ensure your matches have been reviewed carefully and refunded accordingly if any technical issue has been found, like in tickets 12568425,12278673, and 11795542.
  
  Please understand that Skillz will always take the precautionary steps to verify if there are any signs of any kind of cheating, exploitation, or foul play, and for that, we cannot apologize. 
  
   Our Fairplay team will always take the necessary steps to keep the platform safe and fair for all players. Our goal is to keep all players on a fair platform, whether or not the actions they may take on our platform may be intentional. Due to intentionally aborting matches and abusing our refund courtesy, we have closed your account. 
  
  Players who violate our terms of service will have their accounts closed and winnings forfeited. 
  Skillz considers this case closed.
   
  Here are the Terms of Service again for your reference: https://www.skillz.com/legal/  
  
  
  Regards, 
  
  

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17921117
  
  I am rejecting this response because:this response is extremely vague. What active violations . no feedback. Zero . Was provided by your staff. Please clarify WHAT violations caused you to shut my account and take my money 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/13/2022

  Hello *******,  
  
  Thank you for staying in touch with us through BBB and Skillz player support. 
  
  As previously stated we have reached out to you in the past in communications shared. Please review the cases where we share more information: like in tickets 12568425,12278673, and 11795542.
  
  Please note all cash entries are non-refundable and are explained in detail in our Terms of service 8.8, which I will link below for easy access. 
  
  I know this isnt the resolution you had hoped for. Our decision to deny all refunds will be upheld as well as your account status is to remain closed. We hope you can understand the procedures we have in place to ensure a fair and consistent experience for all players
  
  You can find our Terms of Service and Legal information at: https://www.skillz.com/legal/
  
  Regards,