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:12/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  BHG is the owner of a game called Dominations. In this game there is a structure called the council. In the council there is a section that provides rewards for achievements accomplished. The final 2 of 3 achievements are called mystic chests. These chests offer 11 cards to earn legendary counselors at a 75% chance rather than the usual 0.1% in the rest of the game. With 75% odds and over 20 cards drawn I should have received atleast 2 legendary cards. I received 0. I brought this to customer service attention and even paid for a few of these books at 14.99 each. The ones at 14.99 were my stupidity knowing how cheap this game is at offering rewards at a decent rate to players but the mystic chest cheated me. I should have received atleast 2 legendary cards with those odds and customer service told me that’s just the way it goes. Better luck next time. Those odds weren’t my odds they were odds set up by the company and they did not provide me with those odds. That’s fraudulent advertisement. They purposefully withheld rewards and then claim that I’m just mad because I didn’t get what I wanted. It’s not what I wanted it’s what they offered and they did not follow through. No one else in my alliance has had this issue and they all advised me to talk to customer service but any complaint I have ever made to this business falls on deaf ears. They are cheating their customers out of thousands of dollars then claim they’re looking into it but never do.

• Initial Complaint

  Date:03/22/2023

  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 contacted ** on the 2nd of March 2023 about whether account sharing is against the *** of the company, ** responded that it does violate the ***. Afterwards, I contacted CS and Big Huge Games vip department on the 8th of March (as Im a level 12 vip) showing proof that players from certain alliances are in violation of account sharing. Until today I have received no response from either CS or BHGVIP service. I have spent too much money on the game for *** to just ignore not only me but many others and turn a blind eye ensuring a fair game for all. I will attach evidence of all chats from the culprits as well as my conversation with CS. I would like an explanation from *** on this matter and what actions will be taken. Mobile game name: Dominations In game name: witCat

  Customer Answer

  Date: 03/22/2023

  CS stands for customer service. My full address is DeAAn-Zicht, ******************************************************************************************************************************.

  Business Response

  Date: 04/04/2023

  Unfortunately, we are not able to give out specific details on what actions are being taken with these players.

  Additionally, as these conversations happened on a 3rd party platform, it requires more investigation as we do not have direct access to chat logs. While these screenshots do appear convincing, we can not simply start banning accounts based on that snippet of conversation alone. These players require an internal investigation. While we appreciate you looking into this, we are unable to immediately sanction players just from a few Discord screenshots.

  I also apologize for the delayed response from the ** team, they were performing some additional cheating investigations and this issue was also escalated for a further investigation. I have, however, confirmed that your ticket has been responded to.

  Regards,

  ****

  Customer Answer

  Date: 04/08/2023

   
  Complaint: 19628142
  
  I am rejecting this response because the chats clearly shows players admitting guilt and even naming their fellow teammates that are guilty of this violation. This is against the *** and I implore you to do a thorough investigation into these players as they are doing this every war. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/12/2023

  Hi ******,

  I completely understand your concerns and appreciate you submitting these screenshots. However, as stated previously, we can not take action solely based on what you've sent; it still requires an internal investigation. Additionally, the screenshots that are sent are taken from Discord, a third party application that we do not directly partner with. The only official platforms for DomiNations are the game (including in-game chat) and our forums. All other platforms are player-run and as such, we can not use them as hard evidence when determining how to sanction a player's account. 

  I apologize for this, as I really wish it was as simple as seeing your screenshots and banning players, but we still need to follow our own investigative process before we can make any decisions.

  Regards,
  ****

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19628142
  
  I am rejecting this response, even though Discord is a third party app the player admitted to breaking the terms of service. Im clearly spending money on a game that is filled with cheating and players breaking the **** with impunity. Ive just spent a couple of hundred dollars before I received this email, but enough is enough. Players are complaining about cheats which have gone on forever, ************** boost, external server hacks etc. and BHG incompetence to fix these are creating a demoralizing environment amongst the *************** My two accounts ***** and 12, shows that Ive spent an exorbitant amount on this game, and for players like me its not worth it anymore. With that said I have decided to quit the game. Its a great game which can take pointers from Supercell on how they dont tolerate cheating and violation TOS. 

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

• Initial Complaint

  Date:03/07/2023

  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 5, I tried to purchase a Pet Similator X Titanic Hippomelon Plush on the company's website -shopbiggames.io. I was online at release time and as soon as it was available I added it to my cart - which implies item is available and reserved for me until I check out. I was placed in a queue to check out. While waiting in this queue, I was suddenly informed that the item in my cart was now sold out and my check out process was cancelled. I missed out on the product. The same thing happened on Feb 26 when trying to purchase the Titanic Red Ballong Cat - had it in my cart and while waiting to check out was told it was now sold out. I ended up buying that for my son for $649 on ****. This business engages in deceptive practices and encourages price gouging by allowing items that are in customer carts to be reallocated to others who then buy in bulk and end up selling them for up to 5x the retail price on ****.

  Business Response

  Date: 03/07/2023

  Hi ******,

  While I understand your concern and would like to do my best to assist you, we are not actually the company responsible for Pet Simulator X. We are Big Huge Games - a game development studio located in Timonium, MD with several titles to our name; though we are currently only supporting our mobile game: DomiNations. 

  The company responsible for Pet Simulator X is BIG Games; a developer that uses ****** as its platform. We are not, nor have we ever been, associated with BIG Games or any of its titles, including Pet Simulator X. I have found that, for some reason, when you try searching for their customer support email, our contact information is what appears and we have received many emails regarding Pet Simulator X. I have contacted their studio and asked them to make their information more readily available but it appears they have not done so. The only email address associated with BIG Games that I know of is [email protected]. I highly recommend reaching out to them to assist with your issue.

  Regards,

  Luke

  Customer Support Manager

  Customer Answer

  Date: 03/09/2023

  
  
  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,
  
  
  
  ****** ********