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:06/07/2025

  Type:Billing Issues
  Status:

  UnpursuableMore 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.

  Subject: Unauthorized Transaction Inquiry Request for Refund Dear BBB Team, I recently noticed a charge of $14 on my ****** account, associated with PAPAYA GAMING, Transaction ID: 03F54249TC766680B. I am unsure of what this purchase was for, as I did not intend to authorize any transaction. After reviewing my account, I have been unable to find a clear explanation for this charge. Given that I did not knowingly make this purchase, I kindly request a full refund to the original payment method. If this issue cannot be resolved, I will have no choice but to discontinue any further business or contact. I appreciate your prompt attention to this matter and look forward to your response. Best regards, [Your Name]

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  UnpursuableMore 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 is clearly a rigged app. They have stolen so much money from me. They advertise playing against human players and it has been proven they are bots. It is impossible to win.

• Initial Complaint

  Date:04/27/2025

  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.

  Papaya Gaming uses unfair business practices by encouraging compulsive behaviors (gambling) with out issues warning about gambling addiction and false advertising that it is a skilled based game with human competitors when it in fact has been utilizing bots in tournaments and keeping entry fees when the bots win

  Business Response

  Date: 04/29/2025

  To whom it may concern,
  
  We acknowledge receiving the complaint and want to address the customers concerns.
  
  Trust and fairness are at the heart of our core values as a company, and we always strive to provide the best possible gaming experience for all our customers.
  
  ******************** is committed to fair and enjoyable gameplay that rewards the skills of players. Our games are and have always been skill-based and fully compliant with the laws where they are offered. 
  
  In each tournament, all participants receive the same conditions and put their skills to the test. The player who best uses their skills to accumulate the highest score will be the winner.
  
  Papayas games also undergo periodic voluntary review by an independent third party to confirm that players only play against other human players. This review is updated on our Terms of Service.
  
  Additionally, we want to clarify that customers are not required to make in-game purchases in order to play and can enjoy playing our free tournaments.
  
  We have also been in direct contact with the customer, and we invite her to continue corresponding with us should she need further assistance on this or any other matter.
  
  Best regards,
  

  Customer Answer

  Date: 04/29/2025

  Complaint: 23256796
  
  I have reviewed the business' response and am rejecting it because:
  
  Please see copied link of active court case against papaya gaming-*************************************************************************************************

  Which third party reviews? Why would judges continue the current cases if the charges are with out merit.

  I want my money refunded.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/02/2025

  To whom it may concern,

  
  We appreciate the opportunity to address this complaint and reaffirm our commitment to providing an enjoyable and fair gaming experience for all our players.  Our games are skill-based and fully compliant with the laws where they are offered.
  
  To ensure transparency, we conduct periodic voluntary independent reviews by a third party to verify that players are matched only against other human players.  The latest certification is available in our Terms of Service, which you can view here: ***********************************************************************************************************.
  
  Regarding the legal matter referenced, we reject all allegations.  We also would like to clarify that the case isn't active and was stayed by the court.  Additionally, the mere existence of a case does not imply any wrongdoing.  We are addressing it through the appropriate legal channels and remain confident in the integrity of our practices.
  
  If the player requires further assistance, we encourage her to reach out directly.
  
  Best regards,

  Customer Answer

  Date: 05/02/2025

  Complaint: 23256796
  
  I have reviewed the business' response and am rejecting it because:
  The other case brought by Skillz is still active and in process- Im not paying to access documents on an open court case. I would like a refund of $7500 as requested.  Also the app is deceptive because you have to go digging for things like your terms of service and deposit limits- they arent transparent.
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  For the past 3-4 years I've played Solitare Cash via the app hosted by Papaya Gaming. The company promotes this app as a gaming platform which you play against other users to compete for real $. It has been well documented by myself and many others across various forms of communication over the internet that the site is rigged as you play against bots and A.I. to make you lose real $ as an end user. Additionally, I have recent examples which I have actually won first place in an event however the calculations are intentionally done to show me as a loser which I don't receive the goods ($'s) for which I am owed. I am formally seeking all of my $ back that has been deposited to the site over the years. As shown below as an example, from the last 12 months that has totaled $15,476 alone.

• Initial Complaint

  Date:01/14/2025

  Type:Order 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 refuses to pay out winnings earned in their app, constantly pushing back the date when it will be processed. The app said 3 business days, then the email said 7 business days, then I needed to verify my account which would only take a minute, then it became 14 business days, then it became 14 business days from when I verified. There is no reason for this, this company has had all of my documents and processed deposits immediately. Its only when I can finally cash out that they stop responding and cant work in a timely fashion.

  Business Response

  Date: 01/15/2025

  To whom it may concern,
  
  We acknowledge receiving the complaint and would like to address the customers concerns.
  
  As we detected multiple accounts for that customer, we had to suspend all linked accounts to align with our Terms of Use (which prohibit the use of multiple accounts).
   
  Please note that we have extended a gesture of goodwill and processed the payment.
  
  All the best,

• Initial Complaint

  Date:07/24/2024

  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.

  This company owns a game called solitaire cash. The game promises money when you win after betting within the game. *** won money that isnt counted as bonus cash, but the app wont let me withdraw my winnings. Ive submitted tickets and they are automatically closed. Theres no way to contact them and get the money Ive won.

  Business Response

  Date: 08/02/2024

  To whom it may concern, 
   
  We acknowledge receiving the complaint and want to address the customers concerns.
  
  We want to clarify that Bonus Cash is a useful tool in the game, which can be used to participate in tournaments but cannot be withdrawn.  However, winnings gained by using Bonus Cash can be withdrawn. 
  After reviewing the customer's account thoroughly, we can confirm that all winnings and the way they were disbursed are in accordance with our Bonus Cash policies.
   
  We also reached out to the customer directly and offered a sincere apology for the delayed response to his queries.
   
  We invite them to continue corresponding with us should they need further assistance on this or any other matter.
   
  All the best,

• Initial Complaint

  Date:05/15/2024

  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 was scammed with unauthorized transactions.

  Business Response

  Date: 05/19/2024

  To whom it may concern,
   
  We acknowledge receiving the complaint, and we would like to address it.
   
  We want to clarify that customers cannot be charged without their direct involvement, as each purchase must be submitted to the application via their device.  
   
  Additionally, customers are not required to make in-game purchases to play and can enjoy our free tournaments.  Our game also offers more advanced and challenging tournaments for cash, which requires funding their game account.
   
  We carefully reviewed the case, and the customer made several in-game purchases.
   
  Nevertheless, please be assured that the issue has already been resolved positively.
   
  All the best,

• Initial Complaint

  Date:05/14/2024

  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.

  Although I have used the Solitaire Cash app on several occasions, I had a number of charges attempted on my Paypal account from ********************** on the 8th and 9th of April, 2024 that I did not initiate. This resulted in charges to one of my credit cards as well as a negative balance in my PayPal account. I did contact Papaya regarding this issue, and over the course of a week, they took some information from me, then informed me that they would not refund the charges. As stated before, I understand how the app works, but on those particular two days, I did not initiate those charges.

  Business Response

  Date: 05/16/2024

  To whom it may concern,
   
  We acknowledge receiving the complaint and want to address it. 
   
  We want to clarify that customers cannot be charged without their direct involvement, as each purchase must be submitted in the application via their device. 
   
  Nevertheless, please be assured that we aim to resolve this matter positively as quickly as possible and are in direct contact with the customer for further treatment.
   
  All the best,

  Customer Answer

  Date: 05/16/2024

  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:04/30/2024

  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 need them to refund me four different transactions to my bank.

  Business Response

  Date: 05/02/2024

  To whom it may concern,
   
  We acknowledge receiving the complaint and want to address the customers request.
   
  We want to clarify that customers are not required to make in-game purchases in order to play and can enjoy playing in our free tournaments.  Our game also offers more advanced and challenging tournaments for cash, which requires funding their game account.
   
  We carefully reviewed the case, and apparently, the customer has made several inadvertent in-game purchases.
   
  Please be assured that the issue has been resolved, and the funds were returned to the customer.
   
  All the best,

• Initial Complaint

  Date:04/24/2024

  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.

  Regarding bingo cash: they claim there game is fair and equally competitive however, how is it they put players ranked 376 with players ranked 114 and expect a fair outcome. This game is so rigged! They pick and choose when they will call your numbers and give you boosts. How is it my game has zero double scores but someone else ends with twice as many points clearly getting a double score boost.

  Business Response

  Date: 04/28/2024

  To whom it may concern,
  We acknowledge receiving the complaint and want to address the customers concerns.
  ******************** uses skill matching to pair customers with other players with similar skills.  In each competition, all participants receive the same Bingo Card and put their skills to the test.  The individual who better uses their skills to accumulate the highest scores will be the winner.
  Due to a misunderstanding, it appears that the customer is conflating our game Experience Points level with skill level.  To clarify, customers are rewarded with in-game Experience Points for every tournament they participate in, regardless of their ranking in the tournament, and those do not correlate with skill level.   
  We have also been in direct contact with the customer and invite them to continue the correspondence with us should they need further assistance on this or any other matter.
  All the best,