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:12/31/2023

  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.

  Av Great - 180 Nice higher - 167 166 165 164 163 Nice - 160 159 Mid-mid - 163 161 159 Mid-mid/low - 158 157 Mid-low - 156 155 Low - 152 151 150 Min - 120 **** Diamond - 180 Bingo - **** X 13 = ****** X 14 = ****** 180 x 24 = **** = all perfect = ****** Perfect? (+ ****** multi = 32040)Multi 10 bingos = 5400??Over the last 6 months Ive lost thousands of dollars to Avia Games via Bingo Tour. Over the last 2 years Ive lost $15,000+ to other Bingo games they offer.On December 4th 2023, they updated their Terms of Use to include a startling truth: Im playing against Avia Games using Historical Playthroughs - scores from the past repurposed by Avia for the purposes of determining the outcome of a game.Huh. They even create a fake profile to represent the scores they pick for you to match against. The profile displayed for a Historical Playthrough will be generated by ****; it will not be the profile of the player whose record was used for the Historical Playthrough.Oh.And - If the score(s) of any Historical Playthroughs that are in the game are winners) of that game, Aviagames will keep the prize(s) won by those score(s).Wait.This company openly advertises that Im playing against real players. All over the place. Support is impossible to get a straight answer from - they are coached into what to say and what NOT to reveal.**** often uses perfect scores for their players. ****** w/out a X2 bonus is perfect.I want to know how long this has been going on, which apps it applies to, and exactly when this was added to the Terms of Use.I NEVER wouldve given them a dollar if I knew this. It speaks for itself.In case you dont understand - Next time you play golf: bet $10,000 on the match with a friend. When the match is over and hes beaten your score from today by 20 strokes, surprise him with ** actually using ********************* scorefrom this one time.Take his money.These people should not be allowed to operate in the U.S.

  Business Response

  Date: 01/01/2024

  Hello,
  
  Thank you for contacting us.
  
  After verifying, we have found that there is an open inquiry of yours. Please refer to the information provided by the agent. Thank you.
  
  Regards,

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21074284
  
  I am rejecting this response because:

  
  You Didnt answer or even acknowledge any of my questions.

  
  Regarding The open inquiry you say to respond to:

  
  Do you mean the one where:
  You wont tell me how the game is scored
  You wouldnt tell me the breakdown of points for a match bc of a backend error?

  
  You dont answer a SINGLE one of my questions:
  How long has AviaGames been making me play against historic scores that **** picks to determine the outcome of the match and if the Avia fake player Avatar score wins, Avia keeps the money???? (Quoting Your Terms of Service)
  When did Avia update the Terms to include section 13 - Historical Playthroughs?
  How many times can ********** the same Historic score?
  How many Avia-generated and owned players can I play against in a single match?
   When does **** choose the scores they will use against me? Before my score is recorded? Or after it is recorded?
  
  This is what they say is there answer to my questions, regurgitated Terms of Service verbiage, lies and misdirection:

  
  And here are the *** information for your reference:
  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.
  this does nothing to answer any of my questions 
  
  Sincerely,
  
  *****************************
  
  

  Business Response

  Date: 01/08/2024

  Hello,
  
  Thank you for getting back to us.
  
  Please refer to the agent's response and the Terms of Service regarding your issue.
  
  Kindly,

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21074284
  
  I am rejecting this response because:

  I simply asked how the game is scored, when Avia games began using past players scores and keeping the winnings themselves (as noted in the Dec 4th Terms of Service update), when the Terms were updated to include Avias right to use others scores with fake Avia-made avatar players and keep the winnings, how many avatars I can play against in a single match, and how many times they can reuse a high score from another player as their own Avatar player and KEEP MY MONEY IF THEIR FAKE USER WINS.

  I did not receive a single reply to any of these questions, **** refused to close the ticket for an extra 5 days, **** support deleted their replies when they were caught in lies, and **** hid the ticket and post-support survey from my view.

  Crooks! Give me back my money! You cannot possibly think that adding you may be matched with another player's Historical Playthrough for the purposes of determining the outcome of a game and The profile displayed for a Historical Playthrough will be generated by ****; it will not be the profile of the player whose record was used for the Historical Playthrough is okay?????

  THIS IS THEFT. SHUT THEM DOWN.

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

• Initial Complaint

  Date:12/28/2023

  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.

  12/28/23 $8 Initially you play the game and it says you won over $160 in Amazon and PayPay gift cards but need to download game and set up an account. Once you do that, there are no gift cards to be found. Instead, you play a game, it gives you a "new account balance" of $18 ($10 to keep in game, $8 in new winning), then when you request $8 in winning to be withdrawn, it insteads withdraws the $8 from your personal account. I used Venmo, so it charged me there. After cotacting AviaGames to request a reversal of this charge, they said I could withdraw the $8 however, there will be a fee of $2.20. They will not respond any further. The set up is unbelievably deceptive as far as stating you have a "new account balance" after you play a game. False advertising in regards to the gift cards as well.

  Business Response

  Date: 12/29/2023

  Hello,
  
  Thank you for contacting us.
  
  After verifying, we have found that there is an open inquiry of yours. Please refer to the information provided by the agent.
  
  To better assist, please provide the agent with the relevant screenshot of the gift card. Thank you.
  
  Regards,

• Initial Complaint

  Date:12/28/2023

  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.

  - spent $13 on this game, as the game promised to allow me to withdraw the funds anytime - the funds I earned* was $24, and I withdrew $24 from the account - before the withdrawal was complete, my account was banned - I emailed the company, and they would not give me an answer or reason to the ban other than "I had potentially inappropriate behavior", which I did not - took my money, banned my account, and refused to tell me the reason for the ban - not the first time this has happened to people who played the game

  Business Response

  Date: 12/28/2023

  Hello,
  
  Thank you for contacting us.
  
  Unfortunately, we are unable to locate your game account with current information. Please contact Player Support in the app. We will be glad to assist. Thank you.
  
  Regards,

• Initial Complaint

  Date:12/24/2023

  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.

  This company is refusing to pay out money owed to me. I won matches fairly and because I choose to cash out when I was ahead, rather than fall victim to losing it all by continuing to play, they have chosen to continue to deny my withdraw requests. They claim their is suspicious activity on the account yet can not provide any evidence indicating what suspicious activity is taking place. Thats because there isnt any. If my money is not sent legal action will be taken. This company is already under MULTIPLE lawsuits for cheating its players out of money and clearly I am just another victim. My player ID is *********** and I expect my FULL $44.30 sent to my account IMMEDIATELY.

  Business Response

  Date: 12/25/2023

  Hello,
  
  Thank you for contacting us.
  
  After checking the records in our system, we have found no pending withdrawal requests under the provided game account. To receive your winnings, please apply for a withdrawal. Thank you.
  
  Don't hesitate to get in touch with Player Support in the app if there are questions.
  
  Regards,

  Customer Answer

  Date: 12/25/2023

   
  Complaint: 21052842
  
  I am rejecting this response because:
  A withdraw request WAS made and has been MULTIPLE times. This company continues to refuse payment of owed funds. No wonder why they are facing MULTIPLE lawsuits currently.

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

  Business Response

  Date: 01/03/2024

  Hello,
  
  Thank you for getting back to us.
  
  After checking the records in our system, we have found that your most recent withdrawal request (ID: ***********NWE) has been processed.
  
  Please contact Player Support in the app if there are questions, thank you.
  
  Kindly,

• Initial Complaint

  Date:12/19/2023

  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've come across various online articles discussing the employment of bots to compete against humans in head-to-head cash competitions. The primary purpose of the mobile application is to facilitate human-to-human cash competition, but the presence of these bots renders it practically impossible for humans to secure victories. Furthermore, the mobile cash competition application engages in misleading advertising by claiming that "everyone can win some money," a statement proven false, particularly given the presence of bots that hinder genuine human ability. Consequently, I am pursuing a full refund for all the deposits I made on the platform.

  Business Response

  Date: 12/20/2023

  Hello,
  
  Thank you for contacting us.
  
  At Avia, we are committed to ensuring that our products remain a trustworthy and fair platform for all of our players. To achieve this goal, we have developed a sophisticated algorithm that measures the skill level of our players and sets up matches accordingly. This is designed to ensure that competitions are fair and that each player has a balanced chance to win using their skills.
  
  Please contact Player Support in the app if there are questions, thank you.
  
  Regards,

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21030720
  
  I am rejecting this response because of my continued dissatisfaction with my experience with Aviagames.

  Firstly, the algorithm that is mentioned in the response appears to be flawed, as I consistently find myself matched against opponents with seemingly unreasonable scores. This not only undermines the fairness of the competitions but also raises concerns about the accuracy of the matchmaking system and use of bots.

  To this end, the use of bots in matchmaking is a prevalent concern that has not been adequately addressed. The presence of these bots not only disrupts the human-to-human competition the platform is designed for but also casts doubt on the legitimacy of the entire gaming experience.

  Furthermore, I have encountered instances where replays to matches are missing, making it difficult for me to assess the legitimacy of certain outcomes. This lack of transparency adds to the frustration and skepticism surrounding the integrity of the platform.

  Moreover, the response does not address the critical issue of false claims made in advertising. The claim that "everyone can win some money" is misleading, especially given the presence of bots in the competitions, which significantly hinders genuine human players from achieving success. I urge the acknowledgement and subsequent rectification of this misleading aspect of advertising.

  Lastly, the lack of a clear resolution process for such concerns, beyond a generic referral to Player Support, raises questions about the effectiveness of the customer service in addressing specific issues. I have escalated this matter to a consumer complaint due to the ineffectiveness of Player Support in addressing the concerns I've raised.

  In light of these ongoing concerns, I reject the response provided by Aviagames and reiterate my request for a full refund of the deposits I have made on the platform. I believe that addressing these issues comprehensively is crucial to upholding the fairness and integrity of Aviagames.

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

  Business Response

  Date: 12/20/2023

  Hello,
  
  Thank you for getting back to us.
  
  Please note that the scores in the matches are achieved by real players and a high score doesn't mean the match is flawed.
  
  We would also like to clarify that the absence of playbacks is caused by many factors like an unstable connection of your opponent but not us preventing them from uploading normally. Based on the algorithms that were designed for fair matching, players are provided with chances to win since players with similar skill levels are attempted to be matched against each other.
  
  After checking the records in our system, we have found no recent inquiry of yours. Avia values ***********' voices. Please don't hesitate to contact Player Support and there will be agents to help with your concerns.
  
  Please refer to the Terms of Service for detailed information regarding your refund request. Thank you.
  
  Kindly,

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21030720
  

  Hello,

  I appreciate your prompt response, but I must express my ongoing dissatisfaction with the explanations provided.

  
  The assertion that high scores in matches are achieved by real players does not address the concern about the perceived flaws in the algorithm. Despite your clarification, the consistently unreasonable scores of opponents raise doubts about the fairness of the matching system.

  
  Regarding the absence of playbacks, attributing it to an unstable connection of opponents seems inadequate. This lack of transparency continues to contribute to skepticism about the legitimacy of certain outcomes.

  
  As previously stated, your suggestion to contact Player Support has proven unhelpful in addressing the issues raised. The absence of a clear resolution process and the inability of Player Support to effectively handle concerns have led me to escalate this matter to a consumer complaint.

  
  I understand the reference to the Terms of Service, but it is crucial to emphasize that my refund request stems from genuine concerns about the integrity of the platform. I am not seeking a resolution within the confines of the terms but rather urging a fair and just outcome for the issues I've encountered.

  
  In light of the ongoing dissatisfaction and the lack of resolution, I reiterate my request for a full refund of the deposits I have made on the platform. Addressing these concerns promptly and comprehensively is paramount to upholding the fairness and integrity of Aviagames.

  
  I look forward to a swift resolution to this matter.

  
  Sincerely,

   

  *****************************

• Initial Complaint

  Date:12/18/2023

  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 started playing there bingo to make myself some money. I however did know I was open a PayPal account before depositing My winnings. I noticed this when money disa pear out my checking they took everything I had. I started out Dat with$278 in my personal checking account I now $-90 in it. Then went my savings. I sent my husband **** immediately and took the majority of the money out. It left them with only $114.00. By time my husband got home it was gone. They took my money and told I had to prove it. I'm a senior citizen and live on a fixed income I was only trying to myself self some extra money. They stole my money. All I want is money back. Please help us these people cannot be allowed to get away with this

  Business Response

  Date: 12/20/2023

  Hello,
  
  Thank you for contacting us.
  
  Please allow us to clarify that only authorized charges can be taken from us. The password is required before a deposit method is successfully linked to the game, which means that this deposit method has been authorized by you. After that, if you use the same method again to deposit, the system will default as you have authorized. Also, no deposits can be made unless players click deposit in the game.
  
  If you wish to receive your winnings, please apply for a withdrawal.
  
  If there are questions, please contact Player Support in the app. Thank you.
  
  Regards,

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21026885
  
  I am rejecting this response because:
  I dont have what type of documents these people are talking about. I never was informed of such a thing. The original form of payment no longer exist. And I'm not stupid enough give them any of my information.  The game itself is gone its been deleted. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/24/2023

  Hello,
  
  Thank you for getting back to us.
  
  To clarify, the previous respond is not to request info but to provide an explanation. For any successful deposit, it would have to be authorized and processed by the player.
  
  Please contact Player Support if there are further questions, thank you.
  
  Kindly, 

• Initial Complaint

  Date:12/17/2023

  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 paid $10 on December 8th in Solitaire Clash. I won much less money then it aimed and then they removed my winnings and refused to let me access them.

  Business Response

  Date: 12/17/2023

  Hello,
  
  Thank you for contacting us.
  
  After verifying the records in our system, we have found that there is an open inquiry of yours. Based on the communication records, we would like to assume you might have misunderstood features in the game.
  
  Instead of "removed your winnings", we have found that your deposit has been spent entering cash matches. Also, to receive any winnings in your account, please submit a withdrawal request.
  
  Please contact Player Support in the app if further assistance is required, thank you.
  
  Regards,

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21017645
  
  I am rejecting this response because:
  

  The tactics are shady. They never reveal the fact cash games also cost cash money in addition to the fake money you buy. You never get any winnings. 

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

  Business Response

  Date: 12/18/2023

  Hello,
  
  Thank you for getting back to us.
  
  Please note that the entry fees of the cash matches are clearly labeled and presented to the players in the game. Also, making deposits is optional for ***********.
  
  After verifying your account, we have found that your deposits were spent entering cash matches. We would like to recommend practicing in the gems matches before entering cash matches.
  
  Please contact Player Support if there are further questions, thank you.
  
  Kindly,

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21017645
  
  I am rejecting this response because:
  

  They lied. It's only listed that cash games cost the fake money you pay for not all your winnings too. It says nowhere how much real cash you lose *** win. In addition it's impossible to win more than about $2 to $4 before it drains it all and you need at least $10 to cash out. I've added several screenshots with real reviews explaining this all by different users. 

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

• Initial Complaint

  Date:12/12/2023

  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.

  I was due a refund from this company. They sent it to a card that was not mine. They have since lied repeatedly (I have the emails). When given screenshots to prove them wrong, they come up with a different lie. This has gone on through multiple emails over 4 days.

  Business Response

  Date: 12/13/2023

  Hello,
  
  Thank you for contacting us.
  
  To clarify, players receive withdrawals primarily via refunds to the original payment methods that were used for deposits following the withdrawal policy.
  
  After checking the records in our system, the withdrawal was processed successfully and via refunds, which means the card was used to make deposits.
  
  Please contact Player Support in the app if further assistance is required, thank you.
  
  Regards,

  Customer Answer

  Date: 12/14/2023

  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. They actually made the refund once they found out I opened a case. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/07/2023

  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.

  Good day, ************ is an illegal gambling operation, i have been playing Solitaire on Aviagames app, This game promised me real money in prizes has been dishonestly pitting me against bots to ensure I never win. I found out on Dec 6 2023 the following online:AviaGames *** has been labelled a 'corrupt organization engaged in an illegal gambling operation' involving 'rigged games' to 'steal' money from oblivious users who think they are engaging in competitions which can be won through skill. AviaGames has been using their 'ill-gotten technology' to 'induce players to pay money to compete in rigged games' by using bots disguised as real players to cheat. This is from New York post/Daily Mail AviaGames wins and I lose and then stole my money, Aviagames *** presents itself as a 'fair and honest which persuaded me to take part based on false promises of fairness, a level playing field and cash prizes based on my skill I took a while to catch on, but it became ******* clear when I realized i gained much lower scores in games where money was involved and i analysed the players its rare you see a name of a player twice, or i make 2 moves and i am stuck but the other players achieved much higher score, i sensed it too, players can feel something aint right, i reached out to their support team and its an auto response which doesnt handle the complaint and Aviagames is not honest. I am seeking all my money back from December 2022 to December 2023, approx $3,000 to $3,500, i have my bank statement for your reference, i strongly want compensation as well, it is illegal/fraud and dishonest what Aviagames told me. Please advise if you should have any questions.Thank you With kind regards *********************************

  Business Response

  Date: 12/08/2023

  Hello,
  
  Thank you for contacting us.
  
  To clarify, our algorithms attempt to match you with real, live players of similar skill levels, and they are designed to establish the same game setup parameters for each player in the same match.
  
  After verifying your information, we have found that there's an open inquiry of yours. Please refer to the latest response provided by the agent. Thank you.
  
  Regards,
  

• Initial Complaint

  Date:12/06/2023

  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.

  Complaints It came to my attention on Monday 4th December that H33343731373335**3032H are currently being investigated for Patent infringement by their competitor Skillz but also are undergoing a Class Action lawsuit for the use of &#**;Bots&#**; and rigging in gameplay. In fact it was only 6/7 days ago when Reuters published that they have had their court date extended to February **** to get their house in order as the investigation against them is now at criminal level. Some of the recent articles about them are linked below.REVEALED: ************ that promises users real money in prizes is accused of pitting real life players up against BOTS to ensure they never win in &#**;illegal gambling operation&#**; | Daily Mail Online Casino app maker H**3734313137303336H accused of pitting players against bots (nypost.com) US judge delays mobile gambling patent trial for criminal investigation | Reuters Feds seek info on allegations H**3734313137303336H uses bots to scam humans in skill games | VentureBeat They are in the hands of the law now but what I am complaining about and what is potentially exploitive, unethical and immoral here is that they are carrying on as &#**;business as usual&#**; when millions of people are potential paying money into a company that could be corrupt, fraudulent and indeed criminal. In my opinion, the ethical thing to do would be to suspend all operations until the verdict is out or at very least inform customers they are subject to a criminal investigation around fraudulent activity in a number of their games so they can make a more informed and rational decision about continuing to play, but instead they are deceiving people and allowing people to carry on blindly. If I have been made aware of this sooner I would have ceased all affiliation with the company, stopped depositing money and playing the games and this would have prevented me losing a substantial amount of money leading to financial ruin. The public need to be made aware of their current status of being investigated for possible criminal fraud, corruption and racketeering as it is likely that many people would not knowingly give money to a company undergoing this until the verdict was final. If they had anything ethical or values driven about them, they would suspend operations until after the court case to protect customers from exploitation and deception. They continue to entice customers on major platforms such as Apple, Instagram, X which I consider the court case is hanging over them is totally immoral. For a period of time I myself have been unknowingly paying money into a company that could be criminal! H33343731373335**3032H consider that Skill based Bingo isn&#**;t considered gambling yet it&#**;s highly addictive, large amounts of money can be deposited and lost, there is a high risk of loss and it cultivates gambling like behaviour but they do nothing to protect customers from financial ruin and severe mental health decline? Moreover, if the use of bots and game rigging does transpire to be even partially true then your games absolutely do serve as gambling as the player is entering into a game of chance of which they have no control over. My main complaint here however, is that some months ago I asked to be blocked, I could see a problem developing in my behaviour and I asked to stop. I asked H33343731373335**3032H through the support function in their app to take away my ability to deposit money as I was addicted and had lost so much money, I had developed behaviours similar to what a gambler would do in terms of I just wanted to win my money back and it was costing me more and more money each time, I became obsessed with the game and the game actually made me seriously ill. H33343731373335**3032H ignored my request and allowed me to continue playing even though I had reached out for help and they allowed me keep depositing large sums of money and losing them at a time when I was extremely vulnerable. A company similar to them &#**;Papaya Games&#**; who has the &#**;Bingo Cash&#**; app very similar to &#**;Bingo Clash&#**; takes players requests to be blocked very seriously and appears to operate in a far more ethical manner than them showing a basic level of care towards customer. They block immediately and have strict timescales around when a customer can ask to be unblocked and often don&#**;t allow customers back at all. I also don&#**;t think the &#**;cancel withdrawal&#**; function is a safe feature for customers either with as it&#**;s too tempting to think I will just cancel it and start playing again and try and win the money back. They have also failed to flag up my problem gaming behavior and show no level of social responsibility to me and potentially many others like me, In my opinion they do not create a safe environment. H33343731373335**3032H are not able to provide any policy, guidance or commitment around social responsibility either which is pretty standard in companies in this day and age and particularly in an industry where customers can lose a lot of money and where using their products or in this case games can seriously affect mental health and wellbeing and result in illness and suicidal feelings. Yes, this may be a moralistic rather than a legal issue but I want to protect vulnerable people out there and want them to tell me why they don&#**;t have measures in place to do this? In fact this is more than just a moralistic issue It&#**;s a public health issue, I became seriously ill because of Bingo Clash. Even now I have asked to be blocked on Monday 4th December and I am still not blocked and have heard nothing about when this will happen, if fact they are sending me offers and free incentives to try and persuade me to carry on. If I still had a problem or was as ill as I have been or hadn&#**;t opened my eyes to how immoral they are, I could have gone on to lose more and more money because they are not acting quick enough or taking my requests seriously enough. H33343731373335**3032H do not show any care towards their customers and have nothing in place to safeguard them or allow them to help themselves, I don&#**;t believe they are a responsible company. They are unable to tell me who regulates them and checks that you are operating in a safe and ethical manner. Their agenda around protecting vulnerable customers appears to be non- existent yet your founder ********************* posts about &#**;mental ***** in gaming&#**; on her Linkedin profile which just shows the extent to how insincere and fake everything about this company really might be. It might be too late for myself but I feel this needs highlighting to regulators and the public that even though this may not be classed as classic gambling there needs to be measures put in place to safeguard and protect customers. As previously stated, I feel utterly, exploited and the time I have spent playing Bingo Clash has been the single most regret of my life. I can handle myself making mistakes (even costly ones ) and being foolish but what is really hard to take is that I have fallen prey to what appears to be one of the most unethical and unprincipled companies out there. Questions/Requests for H33343731373335**3032H that they cannot or won&#**;t answer Please can they provide me with a transcript of my &#**;Support history&#**; on the app. I want to see all correspondence and in particular what was exactly said to me when I asked to be blocked the first time?Please can they provide me with their complaints policy or what I can expect to happen with my complaint - timescales, who will be looking into it etc? Can they provide me with what their basic level of service agreement is with the customer in terms of complaints, blocking requests, disputes etc?Please confirm they have banned me for life from depositing any money or playing any games to Pocket7games or H33343731373335**3032H? Why 48 hours after my 2nd request have I still not been blocked or banned and why are you sending me free coins/offers. Another example of preying on the vulnerable. I don&#**;t want my account deleted at this stage as it may need to be used as evidence.Why are they deceiving customers and continuing gameplay while you are currently undergoing investigation for criminal activity in their games and in their company? Have they any plans to broadcast to all customers that this is their current status to enable them to make an informed choice about continuing to deposit/play? What are they going to do about the period where customers have been unaware they are being criminally investigated and continued gamplay? I&#**;m not aware of the legalities around any of any of this but know as a citizen of the world how unethical all of this is!Why do they not safeguard their customers from financial ruin and ignore requests to be blocked from depositing money? Why do they not take these seriously and act quickly on these requests to help customers help themselves? Why do they not have any policies around social responsibility and why are staff not trained in identifying worrying patterns of customer behaviour and flagging these to customers and offering signposts for help?Why was a fraudster able to contact me personally claiming to be them and asking for my bank details in exchange for $3000? Why did their data protection measures not protect me from this?Who is the regulator in the US for skill based bingo and Who is the regulator in ******? Who holds this company accountable? Who else can I contact to bring their malpractice to light and protect other people falling prey to them?I can only express relief now that I am on the journey away from this awful time (from Sept 23- Dec 23) where I found myself trapped in an endless cycle of Bingo Clash and life can only improve and I can become *****ier and get my life back on track. Any financial compensation I can gain from this would be useful but ultimately I want to help other people like myself to not fall foul to companies like H33343731373335**3032H. Justice will prevail and the truth will come out and if H33343731373335**3032H are convicted many more vulnerable people will be protected from them.

  Business Response

  Date: 12/08/2023

  Hello,
  
  Thank you for contacting us.
  
  We sincerely apologize for the negative experience.
  
  To clarify, Avia is a legit company which means that operating normally is a common status. Also, making deposits is optional for *********** and will have to be authorized and processed by *********** themselves for deposits to be successful. There are no compulsory features that force players to make deposits.
  
  After checking the records in our system, there are multiple inquiries of yours at the moment and the agent is trying to assist with the standard process. However, no confirmation has been received yet, which is preventing the process from normally proceeding. We would like to suggest going through the agent's response so that the case can be further processed. Thank you.
  
  Regards,

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20966461
  
  I am rejecting this response because:

  I have received your simple form to deactivate my account today and completed it. Its a simple procedure and I have no idea why it has taken you so long to do it. You have however not address my main 2 complaints.

  You are under investigation  for fraud within your games with the use of bots and game rigging. You are on trial for this in February ****. I think people should be made aware of this so they can make an informed decision about if they should patronise your company any further. I would have ceased all affiliation with you a lot sooner if Id have found this out sooner as this would have bought me ti my senses that getting involved with an online bingo company would only end in tears. I myself only found this out in the past week. If yuh are convicted your games will be akin to sn illegal gambling operation and I think you owe it to your players to make a statement about your current position. In any other industry this would be common practice. I could have saved myself a lot of money and heartache should o have seen the articles about you in ************** Online, Reuters and NY Times all respected publications. 
  

  I personally dont feel your company has any ethics, values or commitment to customers to provide a safe gaming environment. I asked to have account deactivated some months ago which again of it had been taken seriously I wouldnt have been able to continue making deposits. I have never said I have been forced to make deposits so you have manipulated that but what I want to get out there to the public is that Skill based bingo is addictive, costly and there is a high chance you will find yourself in financial ruin and with severe damage to mental health and wellbeing. It appears a modern day outrage that this industry is vastly unregulated and vulnerable people are finding themselves trapped in an impossible web of gambling /like behaviour that they didnt even know was possible in them. Through this complaint I want to raise awareness amongst current and future players that this is not a good way to make money and you can make yourself ill trying to do it. Alongside the fact Avia Games in my opinion display a very low moral code this makes your games in my opinion a very dangerous arena that needs to be bought to the publics attention! 
  

  Avia games appears to havd no policies in place in the interests of customers you have been able ti provide me with simple requests. You dont take my complaints and concerns seriously and dance around any real and substantial answers. I have zero confidence in you 

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

  Business Response

  Date: 12/12/2023

  Hello,
  
  Thank you for getting back to us.
  
  We would like to clarify that your request has been processed following our internal process, which requires the player's confirmation to be initiated. Also, to protect our players' accounts, the process involves necessary verification as well.
  
  Please note that the game is not considered a gambling app but a legitimate, skill-based one. We suggest referring to the Terms of Service for your concern.
  
  Please contact Player Support if there are further questions, thank you.
  
  Kindly,