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:03/02/2025

  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 purchase a package on 3/1/25 & played matches then I was cheatedd on the *********** sent support **************** about it I told the in app support to ignore the message cause I emailed the issue cause I couldn't upload pictures in the app that's why I was emailing then I even told support in the emails I cancled the support in the app ,& provided proof I did but everytime I provide proof they ignore my issue or close my emails/in app support ************** don't want to answer me on the issue or if I do finnaly get a response it has nothing to do with my ************ always give me the name ***** everytime I see that name in the support response I kno there closing my ticket for the same exact reason and there response is the exact same everytime the support says there name is ***** I even reported this to the ********** won't reply back the support ticket gets closed & nothing gets resolved they don't want to help customers at all they make it hard for players to speak to them cause everytime they try to reply about a issue that I have proof for they don't even reply back about the issue they reply back about sumthing totaly different & my issue doesn't get resolved I even contacted there legal email 3 times & never received a reply back at all on any of the 3 emails I sent this business needs to be closed or they need to be investigated about there support responses cause they won't fix *********** lie to me about sum ********** have proof of there lies that's when they send ***** to close my support ticket

  Business Response

  Date: 03/02/2025

  Hi there,
  
  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 wish to keep the email inquiry instead of the in-app one? We may. inform the customer service agent regarding your request. Thank you :)
  
  Regards,

• Initial Complaint

  Date:02/27/2025

  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.

  1/31/2025-2/23/2025 I played one of their free games and saw charges on my ****** account. I contacted them and was told that every time I click on something, I should expect to be charged. I also contacted **** again and they said there was nothing they could as I could not prove it. I now have a picture of all the charges they made to my ****** account. I contacted ****** explaining that I had not known of any charges. They said they had seen this before.

  Business Response

  Date: 02/28/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  With the provided email address, we are able to locate multiple game accounts under different apps. Also, there is an open inquiry of yours as well. Please follow the agent's instruction and we will do our best to help! Thank you :)
  
  Regards,

• Initial Complaint

  Date:02/27/2025

  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.

  AVIA Games claims they are a skill based online gaming company and will continue to claim they don't use bots but somehow I can have the best games every and either lose by a small amount of points or somehow blown out of the water. I fully believe they use bots in their games because none of the players I ever lose to in matches are on leaderboards. I think they claim it is skill based but are actually using bots and historic scores to try and make it seem legit. Once I came upon they are currently in a lawsuit for this same type of fraud it all starts making sense. I have even purposly lost games to see if the scores would somehow be close to mine which they were. I don't understand how I can purposely throw a game but someone the skilled players I am up against are still getting similar scores as me. They are a fraud company that continue to get rich off lying to people over and over. When asked they provide the same answer that they don't use any bots but never have any proof to back it up. Profile pictures and names don't even remotely match which makes bot use even more relevant.

  Business Response

  Date: 02/28/2025

  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 feel free to contact Player Support in-app if you have any questions. Thank you :)
  
  Regards,

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22997098
  
  I am rejecting this response because:
  
  They use the same response to all complaints, if I were to mislead or commit fraud to make myself win games like they do they would recoup any and all money ever won but they continue to do it to their players and get away with it. They are already in a lawsuit and have already lost a lawsuit to ****** which it was mentioned they found evidence of bot use. **** claims you may be matched with another player's Historical Playthrough for the purposes of determining the outcome of a game. So that misleads players who think they are competing in a real skills based game not a skills based game from some random players best match. So does that mean the games I score amazing at **** is using my historical scores to earn themselves money instead of me getting the money for my skills? I am kindly requesting a refund so I can shut my account down and hope ********************** gets shut down as well for the probable millions theyd screwed out of people.

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

  Business Response

  Date: 03/02/2025

  Hi there,
  
  Thank you for getting back to us.
  
  Please allow us to clarfiy that Historical Playthroughs are not selected to ensure that a logged in player loses or wins, they are selected based on skill. More information can be found regarding Historical Playthroughs in Avias Terms of Service, in paragraph 13.
  
  If you have any questions, please feel free to contact Player Support. Thank you!
  
  Kindly,

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22997098
  
  I am rejecting this response because:

  They can claim that all day long but they have been proven they use false methods by Skillz who they also lost 43 million dollars to because they used their patent illegally so they can say they dont sue bots or rig games but thats a flat out lie. Even when you do lose historical games its magically against the same thing or of bots with the same theme frame such as Christmas S7. I deserve a refund for their illegal gameplay that they claim but dont actually use. They also delete all your messages and close your support chat once you call them out and show games with proof over and over like I didnt and not a single response invalidating my accusations against them. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/25/2025

  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.

  I won some money from one of their apps. I submitted a withdrawal, and they said it was sent as a refund to my debit card. $40 was supposed to go to my card, and I never received it. I contacted ****, they insisted they sent it. I contacted my bank, they have no proof of it being in my account. I have my entire statement, and there is no refund on it. Avia is refusing to believe I have not received the $40, but I have no proof of it being in my account. I am looking for the help to retrieve my $40.

  Business Response

  Date: 02/26/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Based on the records in our system & the open inquiry of yours, we have noticed that the withdrawal in question has been processed successfully as the *** code for the transaction has been generated. Please check out the latest response provided by our agent. Thank you :)
  
  Regards,

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22988923
  
  I am rejecting this response because: I have spoken to my bank, they are unable to locate the refund. I have offered to give them the *** to track it, and they say they don't need it. I have checked my bank statement over and over and the $40 refund is nowhere in it. I have talked on the phone with both *************** and **** and they have been unable to confirm that the refund was sent. Avia Games is refusing to help me
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/26/2025

  Thank you for getting back to us.
  
  It is recommended to double-check if the correct card and card issuing bank is being contacted. If any assistance is required, please let us know. Thank you.
  
  Kindly,

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22988923
  
  I am rejecting this response because: I have contacted my bank multiple times. I am absolutely certain it is the correct card. I still have not received the money, its going close to two weeks now and they are refusing to pay me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/14/2025

  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.

  Lost thousands of dollars playing their game and they have not responded to me in customer support. Starting to affect my mental health. After reading online that countless other people have been experiencing the same issues Ive decided to take this step and see if it will help others not be taken advantage of like I was.

  Business Response

  Date: 02/16/2025

  Hi there,
  
  Thank you for contacting us.
  
  **** 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.
  
  Based on the records in our system, we have found that your recent inquiry has been closed. Please feel free to contact Player Support if you have any questions.
  
  Kindly,

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22943608
  
  I am rejecting this response because: The game your business provides is a scam and continues to take advantage of people by misleading them to think it is a skill based game when it is clearly using bots and rigging the outcome of matches and keeping peoples hard earned money. I will be taking further action to get my money back. 
  
  Kindly,  

  ***

   

  
  

  Business Response

  Date: 02/19/2025

  Hi there,
  
  Thank you for getting back to us.
  
  Please allow us to clarify that **** does not use bots in cash games.
  
  Please feel free to contact Player Support if you have any questions. Thank you :)
  
  Kindly,

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22943608
  
  I am rejecting this response because: The company is misleading individuals to think they are playing against real people and has fixed their games with old or made up scores and players to keep all entry money for them selves. I will be taking further action to get my money back and spread the word that this company is unfair and unwilling to respond in customer support  
  
  Sincerely, 

  Jon 

  
  
  

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  On February 7, I downloaded their Solitaire Clash game. Upon entering the app, it immediately has you play a game and then states that you will need to make a "deposit" of your winnings. Those are NOT deposits. They end up being withdrawals from my checking account instead. They then did this 2 other times within the app for a total of $50. This is obviously a scam. They don't explain that these are deposits into the game as funds. I am on disability and only get $1200 a month. I don't spend $50 on apps for games. I don't have that kind of money. When I called to try and stop this, the number listed on ****** comes back with a different number and that different number is NOT working.

  Business Response

  Date: 02/10/2025

  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.
  
  After checking the records in our system, we have found that there is an inquiry of yours. Please check out the agent's message regarding your issue. Thank you :)
  
  Regards,

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22921658
  
  I am rejecting this response because: you wouldn't allow me to "play the game" until a deposit was forced. And it's listed as a deposit. Is it a deposit of my OWN money? Wouldn't that be a withdrawal of funds FROM ME and NOT a DEPOSIT for me?
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 02/11/2025

  Hi there,
  
  Thank you for getting back to us.
  
  To clarify, making deposits is optional for the players. A player may enter cash matches with bonus cash received from in-game events or enter gem matches with gems.
  
  Please feel free to contact Player Support if you have any questions. Thank you.
  
  Kindly,

• Initial Complaint

  Date:02/07/2025

  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.

  Hello, I have deposited over $5000 dollars into the Avia games business and Ive been taken advantage ofIve noticed the bots and not only that, customer service is very rude about it when I bring it to theirs attention. In their latest solitaire app, they have a feature called ***** gamesit disappears after one round and u have to uninstall and reinstall just to play more than once, they sneakily makes it disappear because of its supposed huge pay outit will take and take and take and give u high hopes of winningit is a one player game and u only win if u clear the boardI am a skilled solitaire player and Ive noticed that those boards arent able to be clearedthe game states that u win based off of skill but it is truly based off of chanceI have been very patient with them as Ive lost $400 in just that ***** game alone thinking the game was based on skill and just hoping that I could win my money backwhich is the set upI kept depositing hoping I could get my money back, but I just lost more and moreits not fair that it states its based off of skill when its notIve tried reaching support first hoping that they would help but they have been very dismissive and cocky with their stealing and it has frustrated me beyond belief they have been stealing from me for 3yrsIve lost $5000 from their original solitaire game and $400 in their new solitaire game, as I just started playing the new one a week agoIm not able to find all transactionsIve been depositing money into their games for 3yrssome are through debit cards and some are through ****** but ****** only allows me to go back until last yearif needed I can find more transactions through my two debit cards that I used to deposit

  Business Response

  Date: 02/09/2025

  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 if you have any questions. Thank you :)
  
  Kindly, 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22911175
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

   

  I noticed thst the click game feature, had to be uninstalled and reinstalled after each play due to its supposed huge pay out to be hiddenevery deck cant be solved, therefore it is not based on skill but on chanceIve lost $400 in this game alone so to continue to pretend that ur game is fair is very frustrating to be tossed to the side by ur support n to be told to play a in game feature when ***** is an in game feature, proves that u all know that that game is riggedIm requesting $400 to be sent to my ****** ********************* ready to fight this because that response from support was the last straw and u all pretending that u dont understand my point is frustrating as wellu all know exactly what Im sayingif u state u have a fair and even game, then let it be true 

  Business Response

  Date: 02/10/2025

  Thank you for getting back to us.
  
  Please allow us to clarify that Avias games are not rigged. The skill-based real-money games offered by **** are legal in the jurisdictions in which they are offered. In contrast to traditional gambling, where games are based purely on chance or luck, our games are designed to test and reward players' skills and abilities. At ****, we take the legality of our platform very seriously and strive to comply with applicable laws and regulations. We are committed to providing a safe, fair, and legitimate gaming environment for our players, and we take pride in our reputation as a responsible and trustworthy operator of skill-based real-money games.
  
  Based on the records in our system, there is an inquiry of yours. Please check out the agent's message regarding your concerns. Thank you :)
  
  Regards,

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22911175
  
  I am rejecting this response because: I understand that I have a reputation that u would like to maintain but Ive witnessed first hand these games being rigged and not based on skill, Im not sure if u dont know about ur own ***** feature that ur solitaire infinite game has or if ur just trying to save face but im here to let u know that every deck cannot be clearedit is a one player game with a huge pay out, in order to avoid the huge pay out, the game disappears from ur phone after one play and u have to uninstall and reinstall to play again, once u do that, u will consistently lose in order for **** to avoid a huge payoutonce again Ive lost $400 in that feature and would like it sent to my PayPal 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/05/2025

  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.

  To Whom It May Concern,Im filing a complaint against AviaGames, the company behind the Pocket7Games app, due to what I believe are unfair and deceptive business practices. The app promotes skill-based games where players can win real money, but after playing and losing a significant amount, I started looking into how the platform worksand what I found was extremely concerning.I lost about $800 while playing, thinking I was competing fairly against other real players. After trying to recover some of my losses by playing lower-stakes games, I realized that something felt off. I then did some research and found multiple reports that AviaGames allegedly uses bots disguised as real players, which would mean the games arent truly fair. This was never disclosed when I signed up, and I feel misled.Had I known Id be playing against bots rather than real people, I never would have deposited money into the app. This kind of deceptive practice is not only unfair but also feels like a scam. Im requesting a refund of my lost funds and would appreciate an investigation into their gaming practices. Many other users seem to have had similar experiences, and I believe this company should be held accountable.Thank you for your time, and I hope to hear back soon.Sincerely,***** *****

  Business Response

  Date: 02/05/2025

  Hello,
  
  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 if you have any questions. Thank you :)
  
  Regards,

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22904568
  
  I am rejecting this response because:

  Thanks for getting back to me. I appreciate the explanation about your matchmaking system. That said, Im still really worried about the fairness of the games. While you mention that Avia doesnt use bots, Ive noticed behavior from some opponents that seems offalmost like an unfair advantage or non-human play. I realize that admitting to using bots isnt something youd do, but as a customer, I feel like Im being shortchanged.

  On top of that, I have lost a significant amount of money on your platform, and it has put me in a tough spot financially. Is there any way **** can help make things right? Id also appreciate any more details you can share about how the algorithm works and whether any third parties verify the fairness of your system.

  Thanks for your time, and I look forward to hearing from you soon.
  
  Sincerely,
  

  
  ***** *****

  Business Response

  Date: 02/06/2025

  Thank you for getting back to us.
  
  For the best assistance, please get in touch with our Player Support in-app. We are ready and happy to help with any questions you have. Thanks a lot! :)
  
  Kindly,

• Initial Complaint

  Date:02/05/2025

  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.

  From January 20th to January 24th, I attempted to deposit money into my Aviagames account using the app. The app indicated that the funds were being deposited, but they were instead withdrawn from my linked ****** account, which is tied to my bank account.I tried contacting Aviagames. Despite my efforts, ****** sided with Aviagames, and I am now awaiting resolution. 1. "I am seeking assistance in holding Aviagames accountable for their misleading transactions and recovering the funds i($405,plus overdraft fees to be determined) mproperly withdrawn from my account. Additionally, I request that Aviagames improve their customer support systems." and 2. "I believe Aviagames is engaging in misleading practices and failing to provide adequate support to resolve disputes, which has caused financial and emotional stress."Sincerely,********* *******

  Business Response

  Date: 02/05/2025

  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.
  
  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:02/02/2025

  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.

  This company gaming that ***** 8 ball strike games promises a fair gaming competition for real money won however they use computer bots to manipulate and not make you win also they take a portion of the money you donate and call it bonus cash that they keep when you do win I have lost ***** dollars being scammed I want all my money back

  Business Response

  Date: 02/04/2025

  Hello,
  
  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 feel free to contact Player Support if you have any questions. Thank you. :)
  
  Regards,