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:05/26/2025

  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.

  Date May 22, 2025, I saw this game that is free and has deposits of more than ***** dollaDate Date May 22, 2025, I saw this game that, as how it is free and has deposits of more than ***** dollars from my account, charged me from my ****** for withdrawing from my bank.

  Business Response

  Date: 05/26/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  To clarify, the deposit feature in-app is optional and the players may choose not to make deposits and play the game. If you have any questions, please contact Player Support in-app or at ********************************************. Thank you :)
  
  Regards,

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23377317
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******
   I perceived that to be able to win, not play against bots. I think that it was winning against real humans. I need my full refund, please.

  Business Response

  Date: 05/27/2025

  Thank you for getting back to us.
  
  Please note that **** does not use bots in any cash games.
  
  Please feel free to contact Player Support in-app or at ******************************************** if you have any questions. Thank you
  
  Kindly,

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23377317
  
  I am rejecting his response because:
  
  Sincerely,
  
  ****** ******

  If I can get my money back I want to permanently sue this company for lying to people into stealing their c money savings. This is a trick. I feel ?? 

• Initial Complaint

  Date:05/26/2025

  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 am writing to file a formal complaint against Aviagames, the developer of the Pocket7Games app, due to deceptive business practices and potential fraud.Over 2 years span, I have spent tens of thousands of dollars on Pocket7Games under the belief that I was participating in a skill-based, fair, and competitive environment as advertised. Aviagames repeatedly claims that:Players are matched based on skill level;Competitions involve real human opponents;The platform provides a fair and transparent gaming experience.After extensive experience and analysis, I have strong reason to believe these claims are false and misleading. Specifically:Bot Usage: I suspect that players are often not competing against real people, but rather bots controlled by the platform. This is never disclosed, which is deceptive.Rigged ***************** Results: In several instances, I have noticed game outcomes and player performances mirrored exactly across different matches. This leads me to believe match results are being recycled or manipulated.Lack of Transparency: Despite the apps claims, there is no external validation, auditing, or transparency into how results are generated or opponents are matched.I have recently discovered that class action lawsuits have been filed against Aviagames for similar allegations involving fraud, false advertising, and unlawful game operations. These lawsuits support the concerns I have regarding the legitimacy of this platform.Given the significant financial losses I have incurred under what I now believe to be false pretenses, I am requesting:An immediate investigation into Aviagames and Pocket7Games advertising and operational practices;Assistance in recovering lost funds;A review of whether the company is in violation of consumer protection laws, particularly regarding transparency, fairness, and ethical gaming practices

  Business Response

  Date: 05/26/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Based on the records in our system, there is an open inquiry of yours. Please wait for the agent's response. Thank you :)
  
  Kind regards,

  Customer Answer

  Date: 05/29/2025

   
  
  Complaint: 23377299
  
  
  
  I am rejecting this response because:

  Aviagames responded saying that they received  my inquiry, Will respond back to me, therefore, denying my request for refund. I followed up with them twice but yet to receive any updates

  
  
  
  Sincerely,
  
  
  
  Jennifer Trinh

  Business Response

  Date: 05/29/2025

  Thank you for getting back to us.
  
  Please note that your case has been forwarded to the internal team for review. Once there is an update, a response will be provided in your inquiry. Thank you for your patience :)
  
  Kindly,

  Customer Answer

  Date: 06/03/2025

   
  
  Complaint: 23377299
  
  
  
  I am rejecting this response because: 

  I received Avia response on the app and theres still no efforts from their side trying to resolve the situation, therefore rejecting the response. I’ve attached snapshots of the lawsuit going on proving that they indeed used bots in their games, completely different from what they tell players.

  i would appreciate if they put more effort into working towards a solution rather than denying claims that other parties have proven to be true. If we cannot resolve this, I will look to reach out to attorneys representing plaintiff.

  
  
  
  Sincerely,
  
  
  
  Jennifer Trinh

  Customer Answer

  Date: 06/11/2025

  Thank you for your follow-up regarding my complaint against AviaGames Inc. I would like to confirm that this matter has not been resolved.
  Despite multiple communications, AviaGames has continued to deny any wrongdoing and has failed to acknowledge the specific concerns I raised. Their responses have been vague, dismissive, and have not addressed the core issue — namely, the alleged use of bots and manipulated game results, which misled users into believing they were engaging in fair, skill-based competition with real players.
  Furthermore, AviaGames has shown a clear reluctance to work collaboratively toward a solution that would benefit both parties. Their repeated references to an “internal review” have not resulted in any meaningful progress or proposed resolution.
  At this point, I remain unsatisfied with their response and the handling of this complaint. I respectfully request that this case remain open until a good faith effort is made by the company to address the matter substantively.
  

  Business Response

  Date: 06/15/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  To clarify, Avia does not use “bots” in any cash games and Avia is 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 match-making system 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.
  
  Based on the records in our system, there is an open inquiry of yours. Please wait for the agent's response. Thank you :)
  
  Kind regards,

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23377299
  
  
  
  I am rejecting this response because:

  Once Again, no effort in resolving the matter, whatsoever 

  
  
  
  Sincerely,
  
  
  
  Jennifer Trinh

  Business Response

  Date: 06/17/2025

  Thank you for getting back to us.
  
  We are sorry that you feel this way. According to the system, your inquiry is still open. Please let the agent know if any assistance is required. Thank you.
  
  Best regards,

• Initial Complaint

  Date:05/21/2025

  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.

  During September of 2024, I was defrauded by Avia Games. They falsely advertise. The gaming apps are clearly rigged and bots. There is litigation currently brought against them regarding this. I just want my money back.

  Business Response

  Date: 05/25/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Please note that **** does not use bots in any cash games.
  
  Should there be any questions, please feel free to contact Player Support in-app or at ********************************************. Thank you :)
  
  Regards,

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23362816
  
  I am rejecting this response because there is literally ongoing litigation that says otherwise.

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

  Business Response

  Date: 05/27/2025

  Thank you for getting back to us.
  
  Regarding your concern, please check out the previous response.
  
  Please feel free to to contact Player Support in-app or at ******************************************** if you have any questions. Thank you.
  
  Kindly,

• Initial Complaint

  Date:05/20/2025

  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.

  My complaint is against Avia games the Solitaire Clash game This game is a SCAM They FASLY advertise and use Unfair and deceptive business practices Scripted customer service responses and when its not scripted, it is mean and disrespectful They have a sophisticated algorithm to ensure that you do not win They say that you will be matched fairly against real players of similar skill levels I can tell you this is not true almost every game has a player that has a score that only a professional player or a computer can achieve so there is no chance of winning They have you watch videos over and over in order to play the game, but do not give you credit to play the game The goal is for you to make a deposit of which they will unfairly take the money from you If you do well, they will have the game search for a player that will beat you every time. Even though youve finished first, there is much time allowed for them to see your score and then put one of their players in to beat you and tell you that it is just because of a network delay.This game is rigged to skillfully siphon money from players, regardless of skill or performance. It is my belief that this is illegal and if it isnt, it should be.I would be happy to provide documentation. It is not allowing me to upload. Please feel free to reach out to me for more information orinform me where else I can file a complaint about this.

  Business Response

  Date: 05/20/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Please note that **** is 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 match-making system 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.
  
  Unfortunately, we are unable to locate your game account with current information. Please feel free to contact Player Support or at ******************************************** if you have any questions.
  
  Regards,

• Initial Complaint

  Date:05/17/2025

  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.

  This company is misappropriating funds. I believe their system was broken and I won a significant amount of money, I made a withdrawal, and since they have changed their algorithm. I havent won since my withdrawal and they have placed me with BOTs that continue to win the game. I saw that there is already a class action lawsuit against this company.

  Business Response

  Date: 05/19/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  To clarify, **** does not use bots in any cash games. **** is 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 match-making 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 or at ******************************************** if you have any questions. Thank you :)
  
  Regards,

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23344113
  
  I am rejecting this response because: I saw a break in their coding/algorithm which allowed me to win money. $477, once I made that withdrawal, they changed my skill level and now Im not equally matched against other players. The support line is all AI responses, suggests duress is causing me to loose games. Since my withdrawal Ive only deposited $10 I have no duress or stress causing me to not preform in these games. I saw a pattern; it worked in my favor and I have recouped any monies invested. The pattern and poor business practices based off of their coding is unfair and I care more about future players as I will no longer loose money to this company.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/21/2025

  Thank you for getting back to us.
  
  We are sorry that you feel this way. As the matches are skill-based, should there be any matches that you have questions with, please provide the match ID(s) to the Player Support agent so that we may help review them. Thank you :)
  
  Kindly,

• Initial Complaint

  Date:05/16/2025

  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.

  charged for an in game item I Was supposed to get paid

  Business Response

  Date: 05/19/2025

  Hello,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Based on the description, we'd like to assume that you might have misunderstood features in the app. 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.
  
  Please contact Player Support in the app or at ********************************************. We will be glad to assist. Thank you:)
  
  Regards,

• Initial Complaint

  Date:05/15/2025

  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 made deposits to play games based on skill based scenarios only to find out I have been playing against robots in a rigged gaming system

  Business Response

  Date: 05/19/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  To clarify, **** does not use bots in any cash games. **** is 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 or at ******************************************** if you have any questions. Thank you :)
  
  Kindly,

• Initial Complaint

  Date:05/15/2025

  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.

  Starting in Dec 2024 I was introduced to this app for congnative function for the elderly through a senior center. I actually signed up and agreed to the micro print terms of service. Over $1100 was withdrawn from my bank account. I contacted ********************** and they refunded the amount. I deleted the app from my phone. Since December there were 375 withdraws from my account totaling $9000. I have repeatedly contacted the Customer Support team. I have estimated somewhere over 50 communications with customer support. All conversations and emails were unproductive. The responses were so conflicting that I requested a supervisor which started my claims all over again. I have explained this situation so many times. None of my communications with the company addressed my actual concerns. Ive heard all the same expalnations and the never ending circles that customer service puts you through. This has caused financial hardship on my part. I am not interested in a letter writing campaign hearing the same answers over and over, I just want my $9000 which involved 375 transactions. The amount of money and the number of transactions aloneis criminal. I have no idea what these games are and wouldnt waste a fixed income on Avia Games. I am contacting the company because the bank requested I do this for documentation. The results I received contacting customer support team are unproductive and ridiculous. Obviously, this company is not honest, has multiple law suits and is very deceitful. Has anyone actually received anything from this company or do they just take everyones money and run? There are published statements from 2 of the jurors involved in the $43M lawsuit that Avia Games were found guilty of using bots. These jurors stated that the company was dishonest and the owner of the company didnt even face the court. I am requesting a full refund for all 375 transactions totaling $9000.

  Business Response

  Date: 05/19/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  To clarify, 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 also note that **** does not use bots in any cash games.
  
  Please contact Player Support or at ******************************************** if you have any questions. Thank you :)
  
  Kindly,

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23331665
  
  I am rejecting this response because:
  This Is a general response used repeatedly.  Customer servic will run you in circles. I wrote to BBB because I have already ocntacted customer service.
  Sincerely,
  
  ******* *********

  Business Response

  Date: 05/21/2025

  Thank you for getting back to us.
  
  Please allow us to clarify that based on the records in our system, the deposits in the game account were processed normally, as any deposit requires the player to initiate in-app.
  
  Regarding your refund request, please check out the Terms of Service at **************************************************.
  
  Regards,

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23331665
  
  I am rejecting this response because:it is a form letter and used repeatedly.  Also, I am asking for documentation for the authorization of withdrawing from my bank account.  The terms of service has nothing to do with my banking information.  I never provided my banking information to you.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:05/12/2025

  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 downloaded the app to play their game because it was advertised as a game where you make money by playing Solitaire. They deposited one small chunk of money and after I started winning a few rounds, instead of deposits going into my ****** account, they started withdrawals instead. Without my consent or knowledge that it had been changed from being deposits to withdrawals, essentially stealing money from my ******.

  Business Response

  Date: 05/12/2025

  Hello,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Based on your description, we would like to assume that you may have misunderstood the features of "deposit" and "withdraw" in the game. When playing the game, there are features we would like to recommend to understand:
  "Deposit" means to make deposit(s) into the game account.
  "Withdraw" means to apply for a withdrawal to receive your winnings.
  
  Please contact Player Support in-app if you have any questions. Thank you :)
  
  Regards,

• Initial Complaint

  Date:05/10/2025

  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.

  They claim that this is a game of skill but its actually a game of chance. Thats misleading and its almost impossible to win. Almost always the first ****** done with the game. I noticed once while waiting for the results for 2 games that the same person was playing both. That is not possible! You cant actively be playing more than one game at a time. That proves I was either playing a bot so it was rigged, or that I was playing a game of chance. I have definitely lost nearly 10k but I am only requesting a refund from anything since March.

  Business Response

  Date: 05/11/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  **** is 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 feel free to contact Player Support if you have any questions. Thank you :)
  
  Regards,

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23311940
  
  I am rejecting this response because:
  I contacted ****** support. Ima tip ** how almost every single match I am the first ****** to enter the tournament. Statistically I can not always be the first one to enter and complete a tournament. The only logical reasoning for this is you are gathering my results before picking other results to match with mine to manipulate the outcome. When I asked about this the response I got was play more games and maybe this will change. I continued to play and only like 1/25 games was I NOT the first and only person in the tournament by the time I completed the game. Other people online say the same thing. We cant all be having this same experience. This is clearly rigged or a game of chance NOT STRATEGY
  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/13/2025

  Thank you for getting back to us.
  
  Please note that in multiplayer matches, it is not a must for all the players to start simultaneously. Please also note that the game does not "pick other results to manipulate the outcome". The match-making system searches opponents based on the players' skill levels.
  
  If there are any questions, please feel free to contact Player Support again.
  
  Kindly,

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23311940
  
  I am rejecting this response because:
  I never said everyone had to start at the same time. What I am asking is why I am ALWAYS the first ****** to start the tournament. Those odds do not make sense. I can not always be the first ****** to start the tournament unless you are doing it so you can select the results. People online all share the same experience. We cant all be the first ****** starting the tournament. You have not answered my question. I also messaged player support about this and have not received a response. I need a real response that is not a lie and makes sense or a refund. This is fraud and you know it. We all know it. Its why you are being sued. Thinking about starting my own lawsuit at this point as well.
  Sincerely,
  
  ******** *******