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:02/12/2023

  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 reached out several times to them and gotten nothing back. I had used my card for my boyfriend's new account and they flagged mine and temporarily suspended it. I was told to agree to the terms and conditions again and the my account would be unsuspended however no one has contacted me back after I have contacted them several times through email. I have over $200 in my account that I'm not able to access. I have never had issues before with the support contacting me back especially once I reach the black tier level on the platform but now that my account was suspended and no one wants to contact me back

  Business Response

  Date: 02/13/2023

  Hello *****,
  
  Thank you for contacting us through BBB and Player Support.
  
  I can see our player support team did reach out to you through a ticket: 13437625
  Where you did agree to our Terms of Service to have your account reinstated.
  
  PLEASE NOTE OUR TERMS OF SERVICE STATE: 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.
  
  Please note that it may take up to 8 hours to access your account after reactivation.
  
  Please note, Any future violations will result in your permanent removal from the Skillz system.
  
  Please review our terms of service: *********************************************.
  
  Sincerely, 

• Initial Complaint

  Date:02/09/2023

  Type:Delivery 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.

  Skillz keeps charging me $20 & I haven't received anything from Skillz.

  Business Response

  Date: 02/13/2023

  Hello ***, 
  
  Thank you for contacting us through BBB and Player Support. 
  
  Skillz is a multiplayer tournament platform that lets you compete in mobile games with other people around the world for either real cash or virtual in-game currencies. Skillz is free to join, and each Skillz-enabled game has numerous free-to-enter tournaments, as well as tournaments featuring real-money prizes.
  
  Unfortunately, I could not locate your account with the email you wrote from. 
  
  For us to provide assistance please write us at **********************************. 
  
  -Skillz Username
  -Skillz Email
  -Address 
  -The last four of CC used 
  -Billing information
  
  Once we have received more details we can go ahead and share more information. 
  
  We hope to hear from you soon! 
  
  Regards, 
  
  
  
  

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair 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.

  Seeking my refund of $15.40 (despite having more in the account but they wouldn't let me cash the rest out). I have reached out numerous times for this refund which was supposed to ***********-8 weeks to receive. 1st request was June 20, 2022. Several times since then I've reached out and received an email saying it was/will be processed and paid our but still haven't received anything. The last email they responded to was 12/8 with a generic email saying they will respond within 24 hours (the last date I was given that it should be to me by) and now they won't respond at all and didn't respond at all prior. This is very unacceptable and horrible service of taking peoples money (and keeping most of it to start with)

  Business Response

  Date: 02/01/2023

  
  Hello *********,
  
  Thank you for contacting us through BBB and Skillz Player Support. 
  
  I want to formally apologize for the delay in processing your request we have urgently pushed your request through and will have an established time of arrival by tomorrow. 
  
  I will be assigning your case to myself to make sure you receive your funds, once I receive proof of your check I can also share that with you. 
  
  if you have any further questions please stay in contact with me here or on the ticket: 13191944  for a prompt response.
  
  Thank you for your continued patience, 
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18959459
  
  I am rejecting this response because:I've been told this same thing 4 different times with no results and still no money refunded.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/02/2023

  Hello *********, 

  Thank you for staying in contact with me through BBB and Skillz player support. 

  I completely understand where you are coming from and why you have lost faith in us an again I apologize for the delay.

  I have sent you proof of the check we have sent to you in ticket:13191944

  If you have any further questions please reach out to through that ticket or here. 

  Have a great day, 

   

  Customer Answer

  Date: 02/15/2023

  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:01/30/2023

  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 an account with then where i have deposited $1250 of my money onto. After not being able to log in i tried to reset my password and the app would not let me. Since i can not get onto account i can not withdrawl my money. So they have my money and i want it back. This money was transferred from my personal account and never used with skillz so they need to give it back.

  Business Response

  Date: 02/13/2023

  Hello Kalani,
   
  Thank you for contacting BBB and Skillz player support.
   
  As previously advised :  it seems your account has been under review and manually disabled by our trust and safety team for violating our Terms of Service. Every account action we issue is based on conclusive evidence of a violation of our Terms of Service.
   
  Our internal Fairplay team has sent you messages in regards to your account being closed for several violations like chargebacks in ticket #******* and creating multiple accounts in ticket # ********.
   
  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.
   
  Unfortunately, after a player has been found to violate our Terms of Service, they are no longer allowed on our Skillz platform. We understand that the creation of multiple accounts is not always intentional. However, Skillz takes the fairness and security of its players and platform very seriously.
   
  Weve determined to close your account permanently and this case is to be closed.
  Any closed accounts are not to be reopened for security purposes.
   
  Terms of Service: ********************************************************************;
   
  Regards,
   

• Initial Complaint

  Date:01/29/2023

  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 recently been banned n my email blocked I could not appeal . Contacting the BBB is a last resort for me. *** tried to explain this entire situation to support many times. I get bounced around to different people. I rarely get answers and the answers. I get are either boilerplate or inconsistent.. - A Screen shot was altered and anonymously sent to Support so it appeared that I said I was shooting *******. This happened to at least one other player who is a Moderator.- multiple accounts mimicking my playername were created and then showed up in chat at the same time as me.- More than one player has been muted for random targeted, unfounded accusations against me.At no time did I create multiple accounts to attempt to take advantage of anyone. I have never withdrawn from Skillz and I have been a player for a long time. If I were intending to defraud, withdrawing would be an integral part of that. I don't know how or why this has happened but my ban was legitimately lifted. My account is not muted or banned. All I want to do is be able to play and chat again. The *** chat room is a community and I enjoyed being a part of it. I will adhere to the chat rules and if Skillz questions my integrity as a player I'm happy to be verified by whatever process you use for that. I've tried so many times to explain all of this to support. It's incredibly frustrating that something I enjoy so much has been randomly taken away from me without giving me the opportunity to explain that it wasn't me. I would truly appreciate it if someone could help me log into *************** and allow me to play and chat going forward I have told support I have been targeted n working w me would help eliminate the issue but the following screen shots show how I am attacked. I have no idea y

  Business Response

  Date: 01/30/2023

  Hello ******,

  Thanks for contacting BBB and Skillz Escalated Support in regard to your account.
   
  Please rest assured that your account has not been hacked or compromised but has been banned by our internal fair play team for Violating the Terms of Service. Our internal systems were alerted that new accounts were created after several warnings were issued, we have sent you this same message in ticket: 13430147.

  
  On 02/16/2022, in Ticket #********, a warning was issued about creating multiple accounts.
  On 03/27/2022, in Ticket #********, A second warning was issued for the same reason.
   
  Most recently, we found that you have created five more duplicate accounts linked to you and your information.
   
  If any further violations are found with your information, we will have your accounts automatically closed for security purposes.
   
  We have processed your real cash balance of $14.76 back to your PayPal account.
   
  In conclusion, you violated our terms of service and chose not to cooperate after multiple warnings. Your actions jeopardize the integrity of our system and put many honest players at risk.
   
  Due to this, your account has been banned, and you are not permitted to use the Skillz system again. 
   
  Skillz considers this case closed, and that decision is final.
   
  Terms of Service: ********************************************************************;
   
  Regards,

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18945973
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** *****

  Customer Answer

  Date: 01/31/2023

  I was recently banned after being allowed to return over a hacked chat that recently they skills have said I did commit ************* I was sent a photoshopped version of what they said was a hate speech and they didnt send screen shots then I got one then I was told to rest urn to playz. I was recently banned and then given the entire tos from skills and and that was it . I tried to email back but was given a tatemnsnt that said in 24 hours we wilm return ur request . However I found out my email was blocked by skillz z I then created several new accounts notifying Skillz I think I was hacked because I been banned for no reason I know of in ur tos. Then I did receive contact as new player and it took a lot to get an answer and then was banned a second time never finding out what I did. I feel as though theres a mix up or I am dislike internally idk but the e tire thing seems to be a mix up! Anyrhing to figure it out has been a struggle and I openly admit to these new account s as an attempt to save my old account  however they seem to think of me as committing fraud and helping others advance . I am not a cash player I just play for fun and thats why Im shocked I ve being told I threatened them w and cause de fraud! They said my attempt to contact bbb was a threat and and that the case was closed. I tried to email edcalated support w just a quick answer ands  not looking  at all the attempts Ive had made on me sick as other players making fake accounts using my name and attacking me and my son verbally . This has all been reported and is never addressed in just banned w no reply I jus  want my account back and to be allowed to chat and play the free games. I complied o listened I didn fraud and the war I gs they give here are all old and they have no answers ast to why Im banned again and then banned me again for contacting Then through a new account because I didnt wanna come he to complain in the first place! Thats all and there not going to make good Im aware of the is 

  Business Response

  Date: 02/02/2023

  Hello ******, 
   
  Thank you for contacting us through BBB and Skillz player support, we have sent several responses explaining our actions to remove you from our platform. 
   
  Our trust and safety teams have found that you have violated our terms of service by creating multiple accounts to take advantage of innocent players on the platform, you have warned several times for this behavior and did not take our warnings seriously. 
   
  We have determined that the winnings earned from the now-closed multiple account(s) violated our Terms of Service. 
   
  This forfeiture of winnings is explicitly stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
   
  Due to this, your account has been banned, and you are not permitted to use the Skillz system again. Skillz considers this case closed, and that decision is final.
   
  Please review our terms of service: ***************************************************;
   
  Sincerely, 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18945973
  
  I am rejecting this response because:
  Because the the two warnings given to me where forgiven. They were involving my kids and that was made clear. What is not being made clear is that I have been the victim of hacking prior to this *** skillz will not admit it. Recently there live chat was hacked and a faje mod was banning players and skillz had no clue how it happened and therefore how can ****** assume my account wasnt hacked. She didnt even follow up to see when I was warmed and for what ! I was told the hate speech which skills them self sent me was altered and this comes after they say they dont send screenshots ! Who is doing this hacking skills? I logged onto a skillz game the same week I was recently banned and I had no idea that my Apple ID automatically was taken and used because the skills game was connected w this pinball game and wonder if thats y I was accused of more accouts however I had no way of even discussing this because I was sent a ban and then all emails were blocked. How can I appeal to them ? I then started logging in trying to figure out if I was really banned ! It makes new accounts w no effort at all well I emailed support *** would get answered and then Id say Im *************** can u please help me I have no idea why Im banned and again blocked ! One accout I made was sent pardon from  the multiple accounts axeaingbhow its so easy to not realize but moving forward its jet deleted one account and let me stay on playing. I notified skillz each time upon doing this and was never answred because of the block! I will enclose screen shots of someone who made multipe GIN QCCOUNTS AND HO HQRRASWD ME IN CHAT W  NO ACTION FROM SKILLZ ABOUT THIS I WONDER WHO IS HAKKNG SKILLZ

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

  Business Response

  Date: 02/09/2023

  Hello ******,

  
  Thank you for staying in contact with us through BBB and Player Support. 

  
  We are sorry our responses are unsatisfactory to you. 

  
  To touch on your previous comment in regards to hacking on the platform, we have our internal investigations in motion to keep all Skillz players protected. Any ongoing, open, or pending investigations will never be discussed due to player privacy and security. 

  
  At this time we have no active incidents of any hacking on our platform reported. If you believe you were hacked we suggest you get in touch with your phone provider and Apple to provide the most helpful information for you to move forward with for your own security.

  Per our Terms of Service, phone and account security are player responsibility.
  
  Your actions jeopardize the integrity of our system and put many honest players at risk. Weve determined to close your account permanently and close this case. 

  
  Here are the Terms of Service again for your reference: **************************************************************;

  
  Regards,
  
  
  
  

  
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 18945973
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** *****

• Initial Complaint

  Date:01/21/2023

  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.

  My account got locked because they assume I'm violating the rules which the only thing I see I did is login into my account on a different phone that's because I had gotten me another phone because my old phone started acting up and I tried to factory reset my phone and I didn't set my email up with a recovery email or a recovery number and couldn't get back into the account because i didn't have enough information to provide ****** so I had to make this email. It never seems to fail that the account **************** until I deposit money. I would like my account to be unlocked and we come to a understanding and agreement and I will understand an agreement to the violations if there is any made from this point on. They waited until deposited money before they locked my account I have written skills 3 or 4 times and hadn't gotten a reply or the problem resolved

  Business Response

  Date: 01/23/2023

  Hello ********,
  
  Thanks for staying in touch with us through BBB and Skillz player support. 
  
  Please remember that we have a very capable Trust & Safety team with all the tools and processes necessary to uphold game integrity.  Our internal systems have found that you have continued to create multiple accounts after several warnings, like in tickets: *******?, *******,  and *******, and you have not taken our warnings seriously.
  
  Unfortunately, after a player has been found to violate our Terms of Service intentionally, they are no longer allowed on our Skillz platform. Skillz takes the fairness and security of its players and platform very seriously.
  
  This a reminder that if any further violations are found with your information, we will have your accounts automatically closed for security purposes. This decision has been made final, and this case is now closed.
  
  Please review our terms of service: ***************************************************;
  
  Best,
  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18876711
  
  I am rejecting this response because:The only reason had created another account is bcuz my phone started acting up and i got a new phone but couldn't get back into my ****** account cuz I didn't set up a recovery email or number all the other accounts are old or somebody else may have been using I don't have no reason to lie or violate any rules. Y'all don't lock my account until I deposit some money I been noticed that. But I will get me a lawyer that's wat ****** consumer told me to do
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/24/2023

  Hello, 
   
  Thanks for staying in touch with us through BBB and Skillz player support. 
   
  Skillz prides itself on fairness, and we will continue to do everything in our power to protect our players and the integrity of our platform. 
   
  As previously stated, your multiple accounts will remain closed. If any further violations are found with your information, we will have your accounts automatically closed for security purposes. This decision has been made final, and Skillz considers this case now closed.
   
   I will link our legal information below for easy access. 
  
  Terms of Service and Legal information at: *********************************************.
  
  Regards, 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18876711
  
  I am rejecting this response because:
  
  Sincerely, because regardless of the situation or how you see the situation or the assumption I don't think it's right for skilllz to allow somebody to play all they want to until they add money then y'all go to assuming trying to have a reason to steal everybody money by closing the account. On everything I could give a rats a** bout any of those old accounts that will remain closed cuz I dont use any other account but the one y'all closed just to steal my money. All i want is my money cuz it was mine I didn't receive no bonus that money was all mine and I promise you on my mama I will take y'all all the way to court bout my money I have already spoken to a lawyer bout this situation and they said I don't have to worry that they pretty sure I will win the case after i file charges against y'all. I will appreciate it if my money could be refunded and placed back on my debit 
  
  ***************************

• Initial Complaint

  Date:01/20/2023

  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 had made a withdrawl for a refund for $5,000. It was approved and they said processed on December 17th of 2022. Withdrawl number they gave me for $4,909 is ****************************. They said expect the check within 1-2 weeks. But sometimes can take 4 weeks. If I havent received it by Jan 14, 2023 then to contact them. *** contacted them plenty of times explaining I need the money asap since and now its been days and I keep getting the same generic reply. Weve escalated it to the withdraw team. They say their payments come from bill.com. Last time I filed a complaint here they sent me proof of my last payments being sent. When I asked for this one I got nothing. So I had already knew they never sent my money. Theyre so quick to take your money and its always an issue receiving what you cash out.

  Business Response

  Date: 01/23/2023

  Hello *******,
  
  Thanks for staying in touch with us through BBB and Skillz player support. 
  
  We apologize for the delay in receiving your withdrawal request. 
  
  We have reached out to our payments department and your check has an ETA of 1/27/23. 
  
  If you wish to receive ************ reach out to us through player support at ********************************. 
  
  
  Best Regards, 

• Initial Complaint

  Date:01/15/2023

  Type:Sales and Advertising 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 had two different games freeze and then come back in so I didnt even see the numbers. It happens all the time, but when I finally reported two games they refuse to refund. This game is a scam.

  Business Response

  Date: 01/17/2023

  Hello *****,
   
  Thanks for contacting BBB and Skillz Player Support. We can assure you that Skillz is not a scam.
   
  To better assist you, we would need you to send us a Match ID so we can investigate your claim, you can share it here or you can send it over to us in a new email to: **********************************.
   
  We will investigate this report fully once we have received more information from you.
   
  We look forward to hearing from you soon
   
  Best, 

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service 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.

  I got emails confirm issued the checks: 1486133-$150; ******* $900; 1487769-$1000. Until now the checks do not arrive so I contacted support with ticket number: #******** on 01/02/23, they asked me confirm address and name and I did. They said they will give me an answer after 1-2 business days and until now 01/13/23 they still not answer email where my checks now. I sent several emails and they still dont respond.

  Business Response

  Date: 01/17/2023

  Hello Truc, 

  
  Thanks for contacting BBB and Skillz Player Support.

  
  We apologize for the delay in your withdrawals. Our teams diligently process requests as they come in, and we apologize for the inconvenience.

  
  Your withdrawal requests were processed and should be arriving on 1/20. Please keep an eye out for an envelope from Bill.com, our third-party check vendor.
  Let us know if there is anything else we can help with in the meantime. You can also reach out through ********************************. 
  
  Best,
  

  
  

  Customer Answer

  Date: 01/18/2023

  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:01/07/2023

  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 tried to get the money withdrawn from skillz but none of the email addresses went through.+i try **************** which is the only one with the money withdrawal but it also didn't go through. what is going on?

  Business Response

  Date: 01/09/2023

  Hello ******,
  
  Thank you for contacting us through BBB and Skillz player Support.
  
  After further review, I can see your account is still active, and funds are also available. The email associated with your account is the one you are writing from.
  
  To reset your password, please follow the information below: 
  
  To change your password while in game, go the main menu, click Account and then Change Password. Type your current password, and then choose a new password. Tap Update, and log in with your new password.
  
  If you are logged out of the game, you may see a list of usernames previously used on your device. Make sure the correct one is selected, then **********.  Your avatar will be displayed, then you can tap on Forgot Username/Password at the bottom of the screen and enter your verified email address. You'll then receive an email with instructions on how to set your new password.
  
  If you have any error messages or technical issues, please send an email to ********************************. 
  
  Best Regards,