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:06/17/2023

  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.

  Played game "Solitare Clash" by Aviagames. Under the guise of them putting money into my PayPal account. They were actually withdrawing money from my Debit card for the amount of $190.00.I want a refund of all the funds I feel that I was duped and this was the first and only time I played the game which has been removed from my phone.

  Business Response

  Date: 06/18/2023

  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 there are questions, please contact Player Support in the app. Thank you.
  
  Regards,

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20199695
  
  I am rejecting this response because: 
     I have contacted the game support people twice, given them my full name and asked for a refund from the charges that they took from my account and have not received any replies since.  The deposit they mention

  eoes not make sense because I assumed that the deposit location was for winnings from the game and not for taking money from my bank account. They took 3 $50 withdrawals, 1 $30 withdrawal , and 1 $10 withdrawal

  for a total of $190 total.  They were not deposits They were withdrawals!!! want them to return those funds to me as I feel I was taken adbantage of and have removed the game

  
  Sincerely,
  
  ******************************: 

  Business Response

  Date: 06/26/2023

  Hello, 
  
  Thank you for getting back to us. 
  
  It is recommended to understand the basic feature of the game: 
  "Deposit" means to deposit into the game account. 
  "Withdraw" means to receive your winnings. 
  
  After checking the records in our system, we have found that no response is received after the agent has tried to collect the necessary information to locate your game account and be of further assistance. 
  
  Please respond to the agent's message so we could help. Thank you. 
  
  Kindly,

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20199695
  
  I am rejecting this response because:
  I never gave my password to the game I used Paypal, I did respond to the agent with my full name and what I could remember of the character.

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

• Initial Complaint

  Date:06/16/2023

  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.

  These charges showed up last night on my checking account via my debit card and the person did not have my authorization to find and certainly not use it. Any further information I need to provide that would assist Im happy to help the process through to completion. I do not use this app and never have nor do I own the same device listed that it originated from. These are fraudulent transactions and my bank told me to contact you directly to resolve this issue. Thank you!

  Business Response

  Date: 06/18/2023

  Hello,
  
  Thank you for contacting us.
  
  Please contact us at: ******************************** for further assistance, thank you.
  
  Regards,

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20199168
  
  I am rejecting this response because: 

  I didnt authorize the transactions, they were done without my knowledge or consent. 

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

  Business Response

  Date: 06/20/2023

  Hello,
  
  Thank you for getting back to us.
  
  Please contact us at: ******************************** for further assistance, thank you.
  
  Also, please note 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.
  
  Kindly,

• Initial Complaint

  Date:06/15/2023

  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 filed a withdraw in the amount of $200 .On 5/27/23 I was emailed that I was to receive the $200 . My bank account reflects that on 5/30/23 I received $140 of said amount but no amount since . I have contacted customer service at **** games and they say they sent the total amount . But Ive spoken with customer service at my bank and they say not all was sent.

  Business Response

  Date: 06/18/2023

  Hello, 
  
  Thank you for contacting us. 
  
  After verifying the information in our system, we have found that our agents have provided ARN codes for you to locate the withdrawals in your inquiry, please contact the issuing bank with the codes. Thank you. 
  
  If there are questions, please contact Player Support in the app. Thank you.
  
  Regards,

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20193533
  
  I am rejecting this response because:I do not have said ARN codes as the support contact history with **** games has been deleted from the history under customer support within their game
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/20/2023

  Hello,
  
  Thank you for getting back to us.
  
  Please contact Player Support for the *** code again.
  
  Kindly,

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20193533
  
  I am rejecting this response because:
  I have spoken with my bank customer service about this and they have not received the refunds in the amount of $60 . They did receive the amount stated before of $140 . So I still have not received the total amount of $200 that was requested 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/27/2023

  We have not yet resolved this issue I am waiting for my current bank statement to prove to **** games that I have not received all of my refunds. The bank statement should b available to me by 6/30/23

  Business Response

  Date: 06/27/2023

  Hello,
  
  Thank you contacting us. 
  
  Please contact your bank with the provided ARN codes to locate the withdrawal. Thank you.
  
  Kind regards,

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20193533
  
  I am rejecting this response because:
  As my bank statement shows I have not received the full refund of $200 only $140
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/29/2023

  Hello,
  
  Thank you for getting back to us.
  
  Please contact the "secondary support" of the bank with the *** codes to locate your withdrawal. Thank you.
  
  Kindly,

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20193533
  
  I am rejecting this response because:
  As Ive tried to convey to you Ive been in touch with my bank on 2 occasions they say the refund was not sent 
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/02/2023

  Hello, 
  
  Thank you for getting back to us. 
  
  Please note that since the *** codes of the withdrawals were generated, the refunds were successfully sent. Please contact the "secondary support" of the card issuing bank with the *** codes to locate your withdrawal. Thank you. 
  
  Regards,

• Initial Complaint

  Date:06/13/2023

  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.

  I was hospitalized on June 3 and between June 4 and June 12 $3600 was taken from my PayPal account from **********************. I have tried to resolve with the company and they will not respond.

  Business Response

  Date: 06/13/2023

  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 there are questions, please contact Player Support in the app. Thank you.
  
  Regards,

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20178440
  
  I am rejecting this response because I was in the hospital with no access to my phone that has their game on it & had not played since  June 2. Someone or Avia games themselves hacked into my account between June 3 and June 9th 2023 and stole $3600 from me through my PayPal account . They say this was pre authorized but I most certainly didnt give them access to my account to rob me.

  My bank made me aware of this fraudulent activity and I reached out to the company immediately. They will not acknowledge my medical emergency or this fraud. 
  

  i will file a complaint with the *** against them as well and seek legal counsel if they refuse to return money stolen from me. This game and this company is a scam to let hackers at your money .  Very upsetting and very sad for me. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/15/2023

  Hello,
  
  Thank you for getting back to us.
  
  Please refer to the Terms of Service
  "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 otherwise required by law. "
  
  If there are questions, please contact Player Support in the app. Thank you.
  
  Kindly,

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20178440
  
  I am rejecting this response because there was fraud on my account while I was hospitalized and I should not be liable for money they allowed to be stolen from me. 
  horrible customer service & a fraudulent company! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/06/2023

  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.

  On March 28th I reached out to Avia Games *** about not receiving my winnings totaling $470. There is documentation that I reached out to them. They have yet to give me a response and when I tried contacting them today 6/6/2023 to speak to a supervisor I was ignored. They blamed it on pay pal and my credit card. Both of which I've already contacted and have been redirected to reach out to Avia.

  Business Response

  Date: 06/07/2023

  Hello,
  
  Thank you for contacting us.
  
  After verifying the records in our system, we have found the withdrawal was sent via refund. If the withdrawal is not received, please contact PayPal with the transaction IDs in your inquiry. Thank you.
  
  If there are questions, please contact Player Support in the app. Thank you.
  
  Regards,

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20152987
  
  I am rejecting this response because: after speaking with PayPal theyve informed me to get ahold of Avia games and tell them to re-release the funds ($470) because they were never received in the first place. The funds were never reflected in my account. *********** said that they were given and then taken back so in plain English the funds were never given as a credit to my account and kept by me. When I asked to speak to a supervisor from Avia games I was ignored and given the same generic message and not helped. Theyre going to give me my money back because ** entitled to my own money and I have also reported them to the ********** ************************ where they are headquartered. This is their responsibility and theyre going to be held accountable. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/11/2023

  Hello,
  
  Thank you for getting back to us.
  
  Please contact PayPal with the transaction IDs provided by Player Support.
  
  If there are questions, please contact Player Support in the app. Thank you.
  

  Kindly, 

  Customer Answer

  Date: 06/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/03/2023

  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.

  SUMMARY: Aviagames will ban your account if you make money consistently, and immediately deny any withdrawals of remaining money. They will not be able to provide any evidence but will still refuse to help you. Please be careful.-----This company will only keep your account open if you are actively losing money.I had played a year with them, and my account was in the positive, i.e. I had not yet lost money. I do not cheat and had not violated their terms and conditions. They banned my account (while I still had money in my account), and after I contacted customer support, I received this message:> "Your account was banned because you have potentially inappropriate behavior, meaning that you have broken the Terms of Service you had agreed to when signing up. You will not receive the remaining payments as stated in our Terms of Service."No one will work with me to figure out what this "potentially inappropriate behavior" is, and will not let me remediate my account.I suggest anyone with money remaining in this app to withdraw their money & be careful. I would feel terrible if anyone had deposited money, and "at [Aviagames'] sole discretion" ban their account.

  Business Response

  Date: 06/05/2023

  Hello,
  
  Thank you for contacting us.
  
  After verifying the information in our system, we have found that your account was banned for fraudulent behavior.
  
  Quoting Terms of Service:
  "5.3 Cheating, Fraud, and Abuse. When participating in any tournament or competition via Pocket7Games or using the Services in any way, you shall not conduct any act which may unfairly alter your chance of winning or constitute the ********** of fraud (Fraud), which may include, without limitation to: (i) registering and/or using multiple Accounts; (ii) using unauthorized or altered software or hardware to assist play (e.g., including the use of bots, bot nets, jail broken devices or rooted devices, collusion with bots and/or use of cheat programs such as debuggers, clock-skewing software and memory scanners); (iii) intentionally poor playing to achieve competitive advantage; (iv) colluding with other players (e.g., intentionally losing rematches in Cash Competitions); (v) deliberately transferring money between Accounts (e.g., money laundering); (vi) harassing other participants; (vii) swindling gifts of deposit; and (viii) posting objectionable materials.
  If we find any Fraud, we may, at our sole discretion: (i) immediately terminate your Account and block your access to the Services; (ii) void and forfeit any Winnings that you may otherwise have been entitled to receive; (iii) disgorge and/or recoup any Winnings received by you; (iv) institute or seek any injunctive relief, civil and/or criminal penalties against you and/or any of your co-conspirators arising out of or relating to your ********** of ****** and/or (v) disclose or report any money laundering or similar illegal activity to law enforcement authorities. "
  
  However, if there are questions or anything you would like to provide, please contact Player Support. Thank you.
  
  Regards,

• Initial Complaint

  Date:05/16/2023

  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.

  Ive been playing Solitaire Clash for close to two months, and in that time I have never been able to withdraw any of the money that I have earned in the games. I have received different answers when I sent inquiries to their support person(s) and ultimately they are saying they only use PayPal and I dont have PayPal so I cant receive any of the money Ive earned. They keep referring me to PayPal and I have sent them screenshots showing that for reasons that are not known to me PayPal discontinued me as a customer last year and I have no idea why. I even spoke to someone at PayPal today and they told me its sort of behind the scenes stuff so they dont really know why but something caused them to terminate my PayPal account. Just because I dont have a PayPal account doesnt mean I should be cheated out of money that I have earned playing these games. There are lots of ways to receive money such as Venmo cash app a digital check or how about this How about sending it to the same payment source Ive been using to pay for the games? (Debit and credit cards)

  Business Response

  Date: 05/17/2023

  Hello,
  
  Thank you for contacting us.
  
  Based on the description, it seems that you may have misunderstood the withdrawal policy. After verifying, we have found that currently, if a withdrawal is applied, you will be receiving it via refunds until the withdrawal amount exceeds the deposit amount. Any withdrawal amount that is not issued via refunds will be issued will be transferred to your linked PayPal. Please refer to the *** for detailed information.
  
  If there are questions, please contact Player Support in the app. Thank you.
  
  Regards,

• Initial Complaint

  Date:05/11/2023

  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.

  From January, 2023 - April, 2023 Avia Games is taking money out of my account in the amount now totaling $190.00 and I am not playing the game, Their phone number is incorrect and I have email them and they have not answered my email.

  Business Response

  Date: 05/11/2023

  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. Also, no deposits can be made unless players click the deposit button in the game.
  
  Please contact Player Support in the app for further assistance. Thank you.
  
  Regards,

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20045892
  I am rejecting this response because:It showed a winning of ****** but my account shows no winnings in my pay pal account and instead there is a deduction of $190 Instead of depositing the winning amount you show of $****** cash and 279 gems you deducted the money out of my account.  Where is the cash winnings? The few times I did play the cash it was for the **** prize pool and entry was only $1.00. And why would I have to press a bottom when I thought the money would ordinary go into my paypal account.  I never once received a payment of 70 cent or more in my account instead I didn't realize you were deducting $15,00
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/16/2023

  Hello,
  
  Thank you for getting back to us.
  
  Based on the description, it seems that you may have misunderstood the difference among "deposit, withdrawal, entry fee and winnings". Please contact Player Support for further assistance.
  
  Kindly,

• Initial Complaint

  Date:04/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted these emails, as well as putting in tickets on their websites. *********************************** ****************************** I played these games and had an account. I had my credit card on record. I did pay money to them for some games, which I told them in many letters that I sent to them. However they charged me $350.00 on my card that I did not authorize. I tried complaining directly to them, through PayPal, and by doing money requests. They refused to assist me, explaining that the games were charged and would not be refunded. I explained I was elderly, on a fixed income and would not have authorized this much money. I also reiterated that I had paid and played some games, that I was not denying that face. I have no problems with the legitimate charges. I asked for a refund they refused. I emailed them on LinkedIn as well. AVIA Games all I want is the refund of my money. Thank you.

  Business Response

  Date: 05/03/2023

  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. Also, no deposits can be made unless players click the deposit button in the game.
  
  After checking the records in our system, we have found that the deposits are spent entering cash matches. Therefore, a refund cannot be issued. Also, following the Terms of Service, a refund cannot be issued as well.
  
  If there are questions, please refer to the Terms of Service or contact Player Support. Thank you.
  
  Regards,

• Initial Complaint

  Date:04/20/2023

  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.

  It wasn't but around $10..? My app for Solitaire Clash by Avia Games cleared of everything and no longer allowing any activity/froze. I did their 'repair' and uninstalled app now to find app to re install.. gone. I don't have any money to my name only to spend few dollars for entertainment and maybe win few bucks, to clarify I live check to check and this is simply not funny, whether me or someone in same situation that maybe lost hundreds to thousands.. So do not install this app as everywhere we turn nowadays for some enjoyment in life, someone else is taking advantage of you!

  Business Response

  Date: 04/20/2023

  Hello,
  
  Thank you for contacting us.
  
  Please contact Player Support for further assistance.
  
  Regards,