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:04/26/2024

  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.

  ******** has let me to think that I was playing against other real people when it has been a bot the whole time, the way they do things is they let me win some games a very low prize (of course after I put in much more money than that) and make you think that you really are playing other opponents. I spent over $5500 since 2022 and have proof, thats not including years before that. I now come to find out that it has been a bit this whole time.

  Business Response

  Date: 04/30/2024

  Hello,
  
  Thank you for contacting us.
  
  We would like to clarify that this is a skill-based real money gaming platform where you're allowed to compete against opponent of similar skill.
  
  Please contact Player Support if there are questions, thank you.
  
  Regards,

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21632238
  
  I am rejecting this response because:
  First of all there is no playback video for opponent, my idea is to calculate the the points by comparing the videos but most games dont have it, some tell you you can watch at the and when you click on the says no video available.

  Yes you may have other people playing same games and save scores for later to make sure that I dont win big. I know its unfair theres not a chat for a reason. If the opponent was my real opponent at the time with a chat to communicate after game and compare our score would make sense. Id like to get a refund for all money spent. 

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

  Business Response

  Date: 05/05/2024

  Hello,
  
  Thank you for getting back to **.
  
  Please refer to the Terms of Service regarding your request:
  
  3. Your Account
  You are fully responsible and liable for all charges, deposits and withdrawals made under your Account, including any unauthorized charges, deposits or withdrawals.
  6. Winnings, Account Funds, and Payments
  6.1 Fees. You shall pay all fees and payments for Services ("Fees")charged to your Account. All payments shall be made in U.S.
  Dollars,_prepaid and non-refundable.
  6.6 Refund Policy. We will not ***** you any refunds, unless (a) we deem such a refund appropriate under the circumstances, or
  (b) otherwise required by law.
  
  If there are questions, please contact Player Support in-app. Thank you.
  
  Regards,

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21632238
  
  I am rejecting this response and will use legal advice. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/23/2024

  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 multiple transactions with Avia games dating back to 3/11. They set up automatic deposits on PayPal without my consent, which I had to cancel. They have double charged me and failed to credit account with full amount charged to credit cards. Also, they are clearly using bots to fix gameplay for their benefit. They claim that gameplay is with opponents that are real humans when they are in actuality computer generated bots.. The leaderboard shows players with scores that are reused on multiple games. This company has been sued for stealing a patent and was required to pay 42+ million dollars to defendants. They are now being sued for racketeering and using bots to defraud consumers. Please see link. ***************************************************************************************************************************************************************************** Avia games is still withholding 201 dollars of funds I deposited into account, and I am also seeking a full refund of money deposited based on the fact that they are cheating customers out of money by misrepresenting their platform as a place for fair and honest gameplay, when gameplay is against computer generated bots.

  Business Response

  Date: 04/30/2024

  Hello,
  
  Thank you for contacting us.
  
  We would like to clarify that only authorized deposits can be made into the game. Before any payment method can be used to make deposits, players will have to pass a verification process to link that payment method to the game account. The "auto payment" is a label provided on the payment method and this does not mean that money can be taken out without authorization.
  
  This is a skill-based real money gaming platform where you're allowed to compete against opponent of similar skill.
  
  Please refer to the Terms of Service regarding your demand:
  
  3. Your Account
  You are fully responsible and liable for all charges, deposits and withdrawals made under your Account, including any unauthorized charges, deposits or withdrawals.
  6. Winnings, Account Funds, and Payments
  6.1 Fees. You shall pay all fees and payments for Services ("Fees")charged to your Account. All payments shall be made in U.S.
  Dollars,_prepaid and non-refundable.
  6.6 Refund Policy. We will not ***** you any refunds, unless (a) we deem such a refund appropriate under the circumstances, or
  (b) otherwise required by law.
  
  Please contact Player Support if there are questions, thank you.

• Initial Complaint

  Date:04/22/2024

  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 spent so much money with this company only to find out they are bots. Also I deleted my first account because of my addiction. And it was super easy to open a new account. How is this even possible. I request a refund of the money I have used with this scam artist company.

  Business Response

  Date: 04/29/2024

  Hello,
  
  Thank you for contacting us. Please refer to the Terms of Service regarding your demand:
  
  3. Your Account
  You are fully responsible and liable for all charges, deposits and withdrawals made under your Account, including any unauthorized charges, deposits or withdrawals.
  6. Winnings, Account Funds, and Payments
  6.1 Fees. You shall pay all fees and payments for Services ("Fees")charged to your Account. All payments shall be made in U.S.
  Dollars,_prepaid and non-refundable.
  6.6 Refund Policy. We will not ***** you any refunds, unless (a) we deem such a refund appropriate under the circumstances, or
  (b) otherwise required by law.
  
  Please contact Player Support if there are questions, thank you.
  
  Regards,

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21610163
  
  I am rejecting this response because: it took be begging and finally swearing to close my account. The worst!!! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/06/2024

  Hello,
  
  Thank you for getting back to **.
  
  To clarify, players can choose to delete their game accounts in the app.
  
  Unfortunately, we are unable to locate your game account with current information. If there are questions, please contact Player Support in-app. Thank you.
  
  Regards,

• Initial Complaint

  Date:04/22/2024

  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.

  Company uses unethical practices and doesnt care about the mental health of an individual. Avia games has little to no customer service Company strives to say they are fair but dont give any personal attention to their consumer Would not provide a refund for charges

  Business Response

  Date: 04/24/2024

  Hello,
  
  Thank you for contacting us.
  
  After checking the records in our system, we have found your request of refunding spent deposits.
  
  Please refer to the Terms of Service regarding your request:
  "3. Your Account
  You are fully responsible and liable for all charges, deposits and withdrawals made under your Account, including any unauthorized charges, deposits or withdrawals.
  6. Winnings, Account Funds, and Payments
  6.1 Fees. You shall pay all fees and payments for Services (Fees) charged to your Account. All payments shall be made in U.S. Dollars, prepaid and non-refundable.
  6.6 Refund Policy. We will not ***** you any refunds, unless (a) we deem such a refund appropriate under the circumstances, or (b) otherwise required by law."
  
  If there are questions, please contact Player Support, thank you:)
  
  Regards,

• Initial Complaint

  Date:04/17/2024

  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 downloaded one of their games that claimed to win real cash. I linked my paypal account for winnings and was charged $5 also put on a reoccuring charge to my PayPal account. Tried to call the number they have listed and it was a voicemail. I sent an email asking for a refund and the account be canceled. Was told I had to put in a request for withdrawal. I did but only allows me to withdrawal $3. I asked for a refund of the $5 charge and the account be canceled. Didn't happen.

  Business Response

  Date: 04/22/2024

  Hello,
  
  Thank you for contacting us.
  
  Please allow us to clarify the following information for the app:
  "Deposit" means to deposit into the game account.
  "Withdraw" means to receive your winnings.
  
  We would like to explain that only authorized deposits can be made into the game. Before any payment method can be used to make deposits, players will have to pass a verification process to link that payment method to the game account. Also, there is no""reoccurring charge" feature in the game.
  
  Please contact Player Support in the app. We will be glad to assist. Thank you:)
  
  Regards,

• Initial Complaint

  Date:04/15/2024

  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.

  Do not even think about giving money to these people. They were sued for $40 million for stealing technology and lost. Now they use algorithm and bots to s**** you out of your money. They will let you win some money in order for you to think you can, then when you try to withdrawal it will take over a week by splitting it ** in to refunded credit and ******** you when you reach out to receive your money. I wouldn't recommend this to my worst enemy these people are legal scammers. Not to mention the withdrawal will take over a week but you can deposit instantly and easily. These people are the lowest of the low scammers. If you make any money of these people delete it while your ahead like I did.

  Business Response

  Date: 04/15/2024

  Hello,
  
  Thank you for contacting us.
  
  Avia games are designed to ensure that competitions are fair and that each player has a balanced chance to with using their skills. Avias games are not rigged. Please note that following our withdrawal rules, withdrawals are primarily issued via refunds. Also, the necessary review process is required before issuing withdrawals for the fairness of all the players.
  
  If there are questions, please contact Player Support in-app. Thank you.
  
  Regards,

• Initial Complaint

  Date:04/10/2024

  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.

  The game stated that it was skill based and I would be playing against real people. However, I and multiple others have found that this game is rigged and uses bots. I did NOT spend money to play in a rigged gambling like game that is based not on skill.

  Business Response

  Date: 04/12/2024

  Hello,
  
  Thank you for contacting us.
  
  Please refer to the following info regarding your concerns:
  
  There are algorithms applied that allow players to be matched against opponents with similar skill levels. Also, our algorithms are designed to establish the same game setup parameters for each player in the same match.
  
  If there are questions, please contact Player Support in-app. Thank you.
  
  Regards,

• Initial Complaint

  Date:04/09/2024

  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.

  My wife played these online games, mainly bingo and has lost over 14k. After reading about a pending lawsuit, they admit to using bots and/or using old player scores to best your score and then keep the money for themselves. I would like a refund for the lost money or will be filing a complain with cyber crimes division of the **** This has caused undue hardship financially and emotionally.

  Business Response

  Date: 04/10/2024

  Hello,
  
  Thank you for contacting us.
  
  Please refer to the *** regarding your concerns:
  
  "Am I playing against real, live players?
  Our algorithms attempt to match you with real, live players from across the globe of similar skill levels. However, sometimes there are no players currently available with your similar skill level. When this happens, rather than not letting you play your selected game, our algorithms may match you with a recorded game by a real player of a similar skill level that played the game in the past, or the score that such a player received (a "Historical Playthrough"). For Historical Playthroughs, we generate the profile information that is displayed; we do not utilize the user profile of the player whose record was used for the Historical Playthrough.
  
  Our algorithms are designed to establish the same game setup parameters for each player in the same match. Therefore, whether you are matched against a recorded gameplay of a real player or the live gameplay of a real player, you play under the same game setup parameters as every other player in the same match is facing or has faced as determined by our algorithms.
  
  In Solitaire Clash, for example, you and your opponent (no matter whether it is a live player or real players recorded game play) in the same match will face the same initial hand, all the cards (including covered cards) are placed in the same order, you both have the same playing time, and the same game rules, including rules of adding and subtracting points."
  
  Please note that, under our Terms of Service, section 6.1, payments made to Avia are non-refundable. If there are questions, please contact Player Support in-app. Thank you.
  
  Regards,

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21549446
  
  I am rejecting this response because:

  As filed in the pending lawsuit, it is known the matched player will always have a higher score than the current players score, in which AVIAGames always wins, and in turn keeps the money and not the historical data player who scored higher. This is fraud and misleading. AVIAGames has been doing this for years. It is not fair gameplay and is a way for AVIAGames to scam money off of unsuspecting players 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/12/2024

  Hello,
  
  Thank you for getting back to us.
  
  To clarify, there are algorithms applied that allow players to be matched against opponents with similar skill levels. Also, our algorithms are designed to establish the same game setup parameters for each player in the same match.
  
  If there are questions, please contact Player Support in-app. Thank you.
  
  Regards,

• Initial Complaint

  Date:04/05/2024

  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.

  The business claims to use fair matchmaking and real time scores to ensure a level gaming experience but the scores are either fake; reused from other games, or matched with ones that are way higher than they should be. These games were from 6 days ago 3/30/2024 and are typical of the matches I have been having since playing

  Business Response

  Date: 04/06/2024

  Hello,
  
  Thank you for contacting us.
  
  Please refer to the *** regarding your concerns:
  
  "Am I playing against real, live players?
  Our algorithms attempt to match you with real, live players from across the globe of similar skill levels. However, sometimes there are no players currently available with your similar skill level. When this happens, rather than not letting you play your selected game, our algorithms may match you with a recorded game by a real player of a similar skill level that played the game in the past, or the score that such a player received (a "Historical Playthrough"). For Historical Playthroughs, we generate the profile information that is displayed; we do not utilize the user profile of the player whose record was used for the Historical Playthrough.
  
  Our algorithms are designed to establish the same game setup parameters for each player in the same match. Therefore, whether you are matched against a recorded gameplay of a real player or the live gameplay of a real player, you play under the same game setup parameters as every other player in the same match is facing or has faced as determined by our algorithms.
  
  In Solitaire Clash, for example, you and your opponent (no matter whether it is a live player or real players recorded game play) in the same match will face the same initial hand, all the cards (including covered cards) are placed in the same order, you both have the same playing time, and the same game rules, including rules of adding and subtracting points."
  
  Regards,

• Initial Complaint

  Date:04/05/2024

  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 played the app game "Solitaire Clash," a game by Aviagames for several months. The game claims to pay money for winning games of solitaire. Deposits are generally needed to make a significant profit. I played for several months, and it has recently come to my attention that the company was sued. I believe the game is also being sued for using bots in the matches, essentially preventing real players from winning, despite the company denying this. I also understand that the game is unapproved gambling enterprise. Furthermore, the app sets up automatic payments without the customers consent. I contacted them and they said they did not do this, but money was taken out of my account without setting up automatic payments. The customer services is not helpful, and unresponsive. They claim the matches are fair and real players, however it seems to be quite clear that many many people have experienced these issues. Over the course that I have played this game I have lost a significant amount of money (thousands of dollars) across several accounts and several credit/debit cards and PayPal. At first the game was fun, but I was loosing so much money that I tried to win back some of the money I put in, while I was unaware that this is an unapproved gambling service that is scamming consumers. Please let me know what supporting information I provide, as this company is manipulative and deceitful. Thank you very much.

  Business Response

  Date: 04/06/2024

  Hello,
  
  Thank you for contacting us.
  
  We would like to explain that only authorized deposits can be made into the game. Before any payment method can be used to make deposits, players will have to pass a verification process to link that payment method to the game account. Please contact Player Support in the app if there are questions, thank you:)
  
  Regards,

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21536339
  
  I am rejecting this response because: My concern is that the application is using bots to prevent real players from winning the game. Many other online players have the same concern, and this is also clear because the company is facing a class action lawsuit for this exact reason. The response provided is the exact response that I received when I brought this information to customer service. This application is an unauthorized gambling application.
  
  

  Business Response

  Date: 04/08/2024

  Hello,
  
  Thank you for getting back to us.
  
  Please refer to the *** regarding your concerns:
  
  "Am I playing against real, live players?
  Our algorithms attempt to match you with real, live players from across the globe of similar skill levels. However, sometimes there are no players currently available with your similar skill level. When this happens, rather than not letting you play your selected game, our algorithms may match you with a recorded game by a real player of a similar skill level that played the game in the past, or the score that such a player received (a "Historical Playthrough"). For Historical Playthroughs, we generate the profile information that is displayed; we do not utilize the user profile of the player whose record was used for the Historical Playthrough.
  
  Our algorithms are designed to establish the same game setup parameters for each player in the same match. Therefore, whether you are matched against a recorded gameplay of a real player or the live gameplay of a real player, you play under the same game setup parameters as every other player in the same match is facing or has faced as determined by our algorithms.
  
  In Solitaire Clash, for example, you and your opponent (no matter whether it is a live player or real players recorded game play) in the same match will face the same initial hand, all the cards (including covered cards) are placed in the same order, you both have the same playing time, and the same game rules, including rules of adding and subtracting points."
  
  Regards,

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21536339
  
  I am rejecting this response because: This indicated that players are not necessarily playing live against other players. This information is listed no where within the application. This prevents active players from potentially winning at all. This is unfair, as was not disclosed within the application. I have put a lot of money into the game, and only am now realizing just how unfair this is.