Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2023

  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.

  My Apple ID was hacked and my Venmo and PayPal account were as well. They are refusing to refunding my money, I didnt make these purchases nor did I download any of their games. They keep telling that I have you get my case finding in the app but I dont have their app, and that its not their problem, the pdf files show all the charges.

  Business Response

  Date: 04/16/2023

  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,

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19941042
  
  I am rejecting this response because:
  I did not make these charges, I dont have the games on my phone or not have I ever had them on my phone.
  Sincerely,
  
  *********************

  Business Response

  Date: 04/17/2023

  Hello,
  
  Thank you for getting back to us.
  
  We are sorry that given the fact that the deposits are spent. A refund cannot be issued. Please refer to the Terms of Service or contact Player Support if there are any questions. Thank you.
  
  Kindly,

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19941042
  
  I am rejecting this response because: 

  I didnt make these charges, I get that the deposit have been spent but I didnt spend them, that is the issue I have with this. To not even acknowledge that my accounts were hacked, is crazy. You acted as if I spent them by telling me I had to view the findings on my complaint on the app, which I dont even know what app you are referring to. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/10/2023

  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.

  - Im hoping some type of investigation can be done into AviaGames Solitare Clash smartphone application. Its supposedly a skill-based competition for real money playing the simple game of Solitare against other real players. But after playing hundreds of games over several months, Ive noticed a trend. While I cant quite prove exactly what type of application interference exists in their algorithm, there seems to be evidence of manipulation in the game - whether it be playing against AI, or bots, or perhaps some type of after-the-fact matchmaking. I believe this app is cheating players out of money when players are buying into a match pool and are unfairly scored or ranked against a manipulated system that doesnt appear to be skill-based, but rather a score or rank that is predetermined before a player even ****** on a game theyre almost certainly going to lose.Example trends of fully solved Solitare game: - Wins: Trend to be blowout wins Scoring Example. 1st: 7100, 2nd: 6200, 3rd: 5900, 4th: 5800, 5th: **** - Losses: Trend to be extremely narrow losses 1st: 7290, 2nd: 7250, 3rd: 7245, 4th: 7220, 5th: **** - Other trends noticed, include:- solving a perfect game, only to lose to others later by the smallest of margins the majority of the time in matches of 5 players buying in.- Ive spent ~$100 USD on this game and lost everything. - The application advertises the game showing players winning hundreds and thousands of dollars.- Ive played enough games to see theres absolutely some type of manipulation that I alone cannot prove, but is obvious to see.- I cannot find anywhere on the application that shows a deposit history, so Im unsure of the exact cash value of I have deposited into the game.

  Business Response

  Date: 04/12/2023

  Hello,
  
  
  Thank you for contacting us.
  
  
  After checking the records in our system, we have found that your matches were finished without abnormalities. Please allow us to clarify that the game is skill-based and you always compete with opponents around your skill level. Only players with similar skill levels can be paired against each other. Also, there is no bot involved in the game.
  
  
  If you have questions about deposit records, please check the balance page for further information.
  
  
  Please contact Player Support if further assistance is required. Thank you.
  
  
  Regards,

• Initial Complaint

  Date:03/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a charge to my paypal account from this company and I don't have any of their games downloaded and I am wanted the money that they charged to my paypal account refunded.

  Business Response

  Date: 03/30/2023

  Hello,
  
  Thank you for contacting us.
  
  After checking the records in our system, we have found there was a $5 deposit made into your game account (UID: 414****4526). 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.
  
  Also, we have received a notification showing that the transaction is already disputed. Please refer to the dispute result. Thank you.
  
  Regards,

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19869999
  
  I am rejecting this response because:

  I did not make a deposit into this game, I don't have any of their games downloaded.  I have disputed this charged, because I didn't make it.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/01/2023

  Hello,
  
  Thank you for getting back to us.
  
  We have received the dispute result. Please refer to the dispute result. Thank you.
  
  Kindly,

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had some charges from aviagames that wasnt me and I contacted them it was around ******. They said they seen 30 dollars worth of charges and refunded and said they cant find the rest and asked for screenshots as proof I sent them and was told still not find them. Told me to take screenshot of conversation with bank saying they took the funds from the account. I did this and then was told they still cant find them and sorry. I have screen shots from bank of each transaction with the **********, and amount as well as the transaction I.d. Number but they say thats not enough and wont tell me what else to do and wont refund the money because they say they cant find them which is ridculous. I warned them three separate time I would contact the BBB but they didnt seem to worried.

  Business Response

  Date: 04/13/2023

  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 no deposits share the same amount and time as the description. Please contact your payment vendor for further assistance. Thank you.

   

  Regards,

   

• Initial Complaint

  Date:02/13/2023

  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.

  As you can see I was to receive a refund of ***** total.I used my PayPal account For ***** and a GIFT card for ***** to them. They refunded my ***** Via PayPal but did NOT refund my *****. They attempted to put the ***** BACK on a gift Card that I no longer have access too! Plus its not Able to Deposit Any monies on it. I requested the ***** to be done again through PayPal account and they refuse!!!

  Business Response

  Date: 04/13/2023

  Hello,

   

  Thank you for contacting us.

   

  Please note that in accordance with our withdrawal policy, we primarily issue withdrawals as refunds via the original payment methods used to make the in-app deposits, given the amount being withdrawn does not exceed the amount previously deposited. Any amount not issued through this method will be transferred to you via PayPal, Venmo.

   

  Please check the **** "How do I find my withdrawal issued as a refund to my prepaid/gift card?" for further information in the app. Thank you.

   

  Regards,