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:07/18/2022

  Type:Customer Service 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.

  Good morning, on May 23 I received an email mentioning the closure of my account for violation of the 7.3 terms, I tried to contact support, but I did not get a response.
  Previously I had received a message and temporary suspension to my account for multiple accounts, which was later clarified that it was for sharing payment methods with my referrals (it is easier to attract referrals that way) however after that message I stopped providing the money for the first deposit, and with this you can perceive the absence of new referrals,during that ticket they mentioned me and quoted "Your friend or family or family member are welcome to continue playing Skillz games, but they'll need to create their own accounts using their personal information.email.device, and own payment method for deposits." What they don't mention is that that family member must always play in a different location, and without knowing that I invited a family member to play, even to the competition of who collected more we were doing :(, and yet today both my account and my family are closed.
  My goal was to be better in each application I played and as part of my commitment to that, I reported bugs and even possible solutions to the problems presented.
  I consider this misunderstanding to be nothing more than a miscommunication. I hope this misunderstanding can be cleared up and a solution can be found.
   In case your resolution is to keep my account closed,some doubts arise.
   Can I start from 0 again (without referrals) from the same device, informed you of this?
  I will very much appreciate your kind reply.

  Business Response

  Date: 07/19/2022

  Hi ******, 
  
  Thank you for contacting the BBB and Skillz. I'm sorry for the frustration you've experienced while working with us regarding your accounts. I can see that in ticket #******** we sent our our Terms of Service due to your accounts sharing multiple payment methods, devices, and personal information, which as mentioned, is against our Terms of Service. This comes after the temporary disable of your account for sharing payment methods prior. 
  
  Because this happened after we warned you in ticket #********, we have closed your account permanently, as it was another violation of our Terms of Service. 
  
  We will be holding firm in our decision to keep your and related accounts closed permanently. I'm sorry this isn't the resolution you are looking for. 
  
  Sincerely,

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17583141
  
  I am rejecting this response because after you asked me to stop doing that, I even only had 1 more referral after what happened, but there was no time where I was infringing *************************

  Business Response

  Date: 08/02/2022

  Hi *****,
  
  Thank you for contacting the BBB and Skillz. I'm sorry for the continued frustration you've experienced. 
  
  After further review of your account seems we have previously given you a warning in regards to creating duplicate accounts, and our warnings were not taken seriously. 
  
  The first offense was made on 1/06/22 and addressed in the ticket: 10508980
  The second offense was made on 3/31/22 and addressed in the ticket: 11545379
  The third offense was made most recently on 5/24/22 addressed and which led to the account closure and permanent removal from our Skillz platform. 
  
  
  We have determined that the winnings earned from the now-closed multiple account(s) were in violation of our Terms of Service. Your accounts will remain closed for security purposes.
  
  This forfeiture of winnings is explicitly stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Skillz considers this case closed. 
  
  Here are the Terms of Service again for your reference: https://www.skillz.com/legal/
  
  
  Sincerely,
  
  

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17583141
  
  I am rejecting this response because: si bien en el primer aviso les coment que la creacin de cuenta fue por una confusin entre **************** en el segundo aviso fue por qu a mis referidos les otorgue un mtodo de pago, el cual en ninguna de las ocasiones corresponde al mismo que use yo, ya que yo utilic Paypal, y el tercer aviso solo fue sobre el cierre permanente de mi cuenta, sin recibir ms ********* de que fue lo que sucedi a detalle.Comprendo su postura de mantener cerrada mi cuenta, sin embargo me gustara que me diesen la oportunidad de poder regresar a su increble plataforma de juegos con otra cuenta, y para evitar cualquier confusin de mltiples cuentas, me mantendr sin ningn referido.Espero su amable *********, no sin antes desearles un excelente da.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/17/2022

  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.

  I have paid a lot of money to Skillz games such as Blackout Bingo, Word Blitz, and Trivia Crack to name a few. The most recent issue happened earlier this morning when I was playing a $5 cash match (keep in mind this isn't the first time this has happened to me and others I'm sure) of Trivia Crack and when I clicked the link to start the game the screen was just frozen and I had to exit therfore forfeiting the game. I have included screenshot showing it was clearly a glitch on there end as my connection, battery, storage, etc. is all good and this has happened to me a number of times. There is sometimes a replay option (only for some matches which is also questionable) and it wasn't available for this match and they said it was my fault I must've clicked out of it accidentally which I didn't and I also sent them the same screenshot and told them it wasn't my fault there system only allows them to watch some replays to no avail. I am also almost %100 certain they use bots in cash games which is highly unethical. I have no proof of this last claim but this shady company needs to be investigated because there stealing money from people.

  Business Response

  Date: 07/18/2022

  Hi *******,
  
  Thanks for contacting the BBB and Skillz. I'm sorry for the frustration you've had with your recent experience contacting Skillz. Upon further review, I can see that we reached out to you regarding your reported match in ticket #******** and told you that the lag you were experiencing is typically caused by a suboptimal internet connection or strain on a devices resources. 
  
  We have provided several steps for you to take, which was met when you openly used aggressive and inappropriate language towards support in ticket #********. We will always treat you with respect and expect nothing less in return. If a device cannot operate under the constraints of the Skillz system, you may experience trouble on your end with the game lagging. It's possible this game is simply too demanding for your device. 
  
  Additionally, we have a dedicated team of ******** agents who vet every reported player to ensure that our platform stays competitive and fair. If a player is found to be using any cheating method, their accounts are dealt with, and affected players are taken care of.
  
  We will be holding firm in our decision regarding the refund, and have noted that further interactions where you used abusive language will result in your account potentially being permanently banned from our system. 
  
  Sincerely,