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:04/01/2025

  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.

  SciPlay sells coin/credit packages. I purchased a 2 trillion chip package. When I was down to a trillion 500 million chips. The slot machine chanced my bet from 135 million to 60 billion. They say when you change machines they will automatically up your bet a small percentage. They then said you must of left the game and came back into it. NOT! They then said I must of hit the bet increase button by mistake. In order to increase the bet from 135 million to 60 billion I would have needed to hit the increase button 12 times in error. They refused to re-establish my chip/coin balance.

  Business Response

  Date: 04/03/2025

  Hello *****!

  It appears that you contacted our customer support team about this, and we discussed what happened with you in you support tickets. 

  Our records indicate that you entered a slot and proceeded to spin without adjusting your default bet amount.  Please keep in mind that whenever you enter a slot, your bet will default to a small percentage of your overall bankroll.  We strongly suggest verifying your bet amount prior to spinning to avoid betting at any unintentional amounts.

  We have been unable to find any abnormalities in this situation.  We were unable to further reimburse you as we had already reimbursed you for a similar situation recently.

  We wish you all the best!

• Initial Complaint

  Date:01/27/2025

  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.

  I have tried numerous times to have my money refunded due to bad algorithm in their game and have shown numerous photos of Cheating and playing computers. I didnt spend money on a game to be had and ******* without giving a fair chance. They will say its fair but its not and I have proof with photos of computer always winning and getting perfect rolls. This is a ploy to get you to spend more money. You will lose bc the algorithm says to lose. I have never seen such a game where you lose more than you win based on perfect dice being rolled. I have destroyed things in my house based on winning then bam a perfect roll followed by doubles followed by another perfect roll then they ask for doubles making you quick. Or you ask for doubles they accept and bam three rolls for them are doubles. I played one game where 7 doubles were rolled by the two us in a row. Really algorithm no thats impossible. Since you charge people money you have to keep it fair across the board.

  Business Response

  Date: 01/29/2025

  Hello *****.

  I can assure you that there is no cheating in the game and that our dice are not manipulated in any way. I understand that it can be frustrating when your opponent gets just the roll that they need to turn things in their favor, but that is just something that can happen with random dice rolls.  The screenshots you've provided do not appear to show anything abnormal.  This appears to be something that we have explained to you in several support tickets that you have submitted to us.  However, it also appears that you've been suspended from support services due to excessive use of profanity towards our support agents. 

  While we won't be able to provide a monetary refund, we do still wish you the best of luck with your backgammon games!

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22863341
  
  I am rejecting this response because:
  They are a scam company as you can see, they didnt even leave a company name or point of contact. I have so much snap shots and videos of how unfair the dice play is!  Is getting to the point where its unbelievable comical. They will make you lose on purpose bc the only way to profit is to have people pay for more chips. You pay for more chips by losing. Losing to non players. There is such a pattern to the game as well. A computer player will also respond with a emoji if you send one first. 
  a computer player will always accept doubles then roll doubles about 2 out of the next 4 rolls. 
  its ok I have alerted the ************************. They have horrible algorithms. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 unauthorized charges from Phantom EFX. I looked up who they were and it says online gaming casino. I dont have any of those downloaded on my phone. It gave me a list and Ive never had those. Chatted with an agent and they wanted me to pay to talk to a live representative. Cashed the n number and they dont support phone calls. Im trying to get these charges reversed and figured out before Im charged more money.

  Business Response

  Date: 06/02/2024

  Hello ********!

  I'm not sure who you contacted, but we would never charge you to speak with a representative.  We don't appear to have any communication from you from the email provided.

  The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household with access to your marketplace app account ******* Play, Apple, etc) may play. Our games include Quick Hit Slots, Gold Fish Casino, Jackpot Party Casino Slots, as well as many others. Please refer to our website listed below to see a list of all our games.  

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

  All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

  A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

  Hopefully that clears everything up for you! While we will be unable to provide a refund, if you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu. You can also reach out to us at ************************.
  
  Have a great week!

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have multiple charges even some 4.99 some 9.99 I'm not playing there games have no idea why I have so many charges some days it's everyday .

  Business Response

  Date: 06/02/2024

  Hi ****,

  The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc), may play. Our games include Quick Hit Slots, Gold Fish Casino, Jackpot Party Casino Slots Hot Shot Slots, 88 Fortunes, MONOPOLY Slots, Bingo Showdown, as well as several others. Please refer to our website listed below to see a list of all our games.

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

  All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

  A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

  Hopefully that clears everything up for you! If you ever have any in-game issues, please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.
  
  Have a great week!

• Initial Complaint

  Date:04/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was offered a buy one get one free and then they never applied it. I paid ***** plus tax and they are asking me to provide a receipt which I have so they still havent given me what I paid for and theyre just asking me to do a bunch of things that should not be necessary to just be provided what I was promised. I just want the free coins. I was promised when I applied for the Bogo buy one get one free they know exactly what it is and I just want them to apply it to my account. Theyre trying to say to restart my computer which I did several times and its still not there.

  Business Response

  Date: 04/29/2024

  Hello ***!

  It looks like you still had several active support tickets open about this issue.  We've responded to the support tickets, and in it we've explained that you actually made your purchase after the **** offer had already ended.  The **** offer went from 12:50 PM - 7:00 PM CDT.  Your purchase was completed after that timeframe.  However, we were still happy to work with you on the outcome of your support ticket.

  Keep in mind that if you do have any issues, you can contact our support team through the help feature in the game's settings menu.  We're always happy to look into the issue and respond accordingly in the support ticket.  We wish you all the best!

• Initial Complaint

  Date:01/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not know what this is and my account was charged on January 17th and 18th with ***** several transactions. Please block this person from using phantom as I do not use it. This happened in November as well.

  Business Response

  Date: 01/21/2024

  Hi Pattricia,

  The charges you're referring to from PhantomEFX are likely associated with one of our games, which may have been played by you or someone in your household with access to your marketplace app account ******* Play, Apple, etc.), such as Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Please consult our website listed below for a comprehensive list of all our games.

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

  All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

  A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

  Hopefully that clears everything up for you! If you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just woke up with attempted debits from my account and ****** informed me who this company is. I'll be reaching out to my bank about this company.

  Business Response

  Date: 01/17/2024

  Hi Jazzi,

  The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc) may play.  Our games include Jackpot Party Casino, Gold Fish Casino, Hot Shot Casino, Quick Hit Slots, 88 Fortunes, MONOPOLY Slots, and Bingo Showdown. Please refer to our website listed below to see a list of all our games.  

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

  All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

  A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

   Hopefully that clears everything up for you! If you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a package from 88 fortunes online game for ***** the credits never appear, so I emailed them and I purchased another ***** package I received the 2nd purchased but not the 1st one I like my money to be refunded to my card, I will not be making any purchases from them.

  Business Response

  Date: 12/05/2023

  Hello ****!

  I was able to find the Customer Support tickets that you submitted.  We have responded to you there and have been trying to ensure that you receive your purchase.  However, we have not received a response back from you in those support tickets.  If you haven't seen our responses yet, please check your junk/spam folders as they may have gotten moved to there.  Once you've done that, we'll be able to continue assisting you with getting your purchase!

  I hope that clears up any confusion!  For any further assistance, don't be afraid to contact us through the in-game support option!

• Initial Complaint

  Date:12/01/2023

  Type:Billing 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 December 6th at approximately 12:00 noon, I attempted to purchase a $120 gift card as a gift for a colleague from Skip the Dishes through their website. I filled in all of the information including the information on my **** debit card. When I submitted the form I received an error message that the transaction could not be processed as the card information was incorrect. I proceeded to do it again, paying close attention to the numbers. Again, I received the same message. I tried a third time, this time using my **** credit card and again received the exact same message. At that point I gave up. I then logged into my bank account and noticed 2 charges for $120 for Skip the Dishes, I did the same for my credit card and saw a $120 charge there as well. At no time did I ever receive a confirmation that the charges were processed, only error messages that the transactions did not go through. I have attempted to reach out to Skip the Dishes to get this resolved but they do not publish a telephone number or an email address so the only method I had was to use their form on the website, which I did. It has now been about ********************************************** On the evening of December 6th, at approximately 7:00 pm, it thought I would try the chat feature on the Skip the Dishes app that I have on my phone. I had a conversation with a CSR named ***** who, after about half an hour, told me that all three charges were phantom charges "which can happen if you use a **** debit or credit card". ***** confirmed that at her end the charges were successfully processed back to my cards. It is now 2 days later and the charges still appear on both my bank statement and my credit card statement. I have launched a dispute with my bank on two of the charges, but that can take 30 days to resolve. I am about to do the same with my credit card provider. All I am asking is that Skip the Dishes refunds fully the funds they took. Also, I still do not have a gift certificate.

  Business Response

  Date: 12/01/2023

  Hello Moira.

  It sounds like you may have the wrong company.  We are SciPlay/Phantom EFX, and we have no affiliation with any company called Skip the Dishes.  When the support representative you were speaking to used the phrase "phantom charges," I think they may have meant charges that will go away, and not charges from Phantom EFX.  However, we strongly encourage speaking with your bank and/or credit card company if you believe you were charged for something you did not receive.  Also keep in mind that December 6th of this year hasn't actually occurred yet.  Is it possible that you meant a different date?

  I hope that clears up any confusion!

• Initial Complaint

  Date:11/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business charged my credit card overnight without my authorization. I did not purchase anything from this company, I do not have an account with this company, no one in my household has access to my credit card, and I have no idea who this company is until I searched the web and saw this happens to many other people. It is fraud fraud fraud. My credit card was charged $14.55 by this company without my knowledge or authorization. What gives them the right to do this? FRAUD!

  Business Response

  Date: 11/12/2023

  Hi ****,

  If the charge that you mentioned are showing as being from PhantomEFX, that would actually be a charge from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc) may play, such as, Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Purchases can't be made without direct interaction within the games. Please refer to our website listed below to see a list of all of our games. 

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

  All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.

  A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

  Hopefully that clears everything up for you! If you ever have any issues in-game, please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.
  

  Have a great week!

  Customer Answer

  Date: 11/13/2023

   
  Complaint: I am rejecting this response because:

  This company charged my credit card another $35.83 the very next night. I dont even know who this company is. I dont ******, play online games, or give my credit card info to any company of this nature. No one in my household has access to my credit card. My credit card bank will now go after this company, and the charges were reported as fraud. I do understand that it is possible someone has stolen my credit card info and used it fraudulently, but with so many similar complaints on the internet about this company, not sure what to believe. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/14/2023

  Hello ****!

  We aren't able to charge accounts without direct interaction with a player through the game.  All purchases must be initiated and confirmed by the player within the actual game. We do not keep credit card information (that is kept by the platform you're playing on such as ***************************** etc.). If you believe that someone else has access to your Apple/Google Play/Facebook account and have used them to make purchases without your consent, then we do strongly suggest contacting your bank or credit card company.  

  If you would like us to take a closer look at the specific charges in question, you can also contact our support team at ************************.

  I hope that helps clear everything up!