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:04/24/2024

  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,

• Initial Complaint

  Date:04/07/2024

  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.

  SCAM!!Let me tell you about my awful experience with an online game. I tried it out on January 14 and managed to cash out $10 just to see how it works. But when I tried to withdraw $801, they said no and claimed I had THREE other account, FALSe.I tried to contact them, but they ignored me until February 12 when they finally replied, saying they closed my account because they thought I had multiple accounts, which I didn't. They never asked for proof or anything.When the support finally contacted me back, she stated, "Unfortunately, these actions violate our terms of service and we will hold the right to deny you access to making purchases and playing real money tournaments due to the risk presented to us." But then they send me notifications every single day at different times to deposit money and come play WITH THE SAME ACCOUNT! Literally sent a notification to MY phone this morning. 4/5 notifications a day for a game that I cant withdraw? Fishy I've never shared my phone number, email, or bank account with anyone else who tried to play. They never asked me to verify my identity or try to resolve the issue. They just shut me out.I doubt I'll get my money back, but these guys need to be reported. I earned that money fair and square, and they're still trying to get me to deposit more money to play. It's not fair. The game was advertised on Spades Royale, where I play for free. Watch out for these shady gaming platforms. A friend told me to report the problem to the Better Business Bureau, but I didn't think it would do much good since the company didn't seem to care about customers like me.It's really disappointing to have my fun cut short because of unfair accusations. I hope my story helps others be careful when they play games online. You've got to watch out for unfair stuff like this. Im going to also be using my large social media platform to warn people before they be in the same boat.

  Business Response

  Date: 04/15/2024

  To whom it may concern,
  We acknowledge receiving the complaint and would like to address the customers concerns.
  As we detected multiple accounts (5) 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:04/04/2024

  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 have used the Solitaire cash app before however, there were multiple charges on two of my credit cards that I did not do. I contacted Solitaire cash and at first it seemed as though they were going to refund me however two days later, they said they would not issue a refund as they believe I made the charges.. again I have used the app in the past but Im very vigilant on when I have made purchases. Ive had to block my credit cards because Im worried further charges will occur that I will be held responsible for.

  Business Response

  Date: 04/10/2024

  To whom it may concern,
   
  We acknowledge receiving the complaint and want to address it.
   
  We strive to provide the best possible skilled base gaming experience at all times, and a meaningful part of it is ensuring we review each query fairly and thoroughly. 
    
  We acknowledge and hold our customer experience playing our platform in great importance.
   
  Please be assured that we aim to resolve this positively as quickly as possible and have already contacted the customer directly.
   
  All the best,

  Customer Answer

  Date: 04/20/2024

  The merchant contacted me directly and issue was resolved.  I consider this closed 

• Initial Complaint

  Date:03/16/2024

  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 downloaded the app Solitaire Cash on my phone and commenced to playing the game. This site tauts the statement play and make money, withdraw winnings at any time.I commenced to playing the game. And a few days later I noticed a pending charge on my PayPal account for $15. I contacted PayPal to file a dispute and was told that until Papaya completes the transaction I cannot dispute the charge. I believe fraudulently Papaya charged my PayPal account given I chose that as the account to receive my winnings. After reading multiple complaints on the App website, here on BBB I feel my best course of action is to file this complaint.

  Business Response

  Date: 03/21/2024

  To whom it may concern,
  
  We acknowledge receiving the complaint and want to address the customers concerns.
  
  Due to an apparent misunderstanding, the customer attempted to make an in-game purchase that was confirmed on both ends as unsuccessful.
  
  The purchase in question was in a hold status by the payment method provider, which was automatically released once the hold was voided.
  
  Please be assured that the matter was resolved, and therefore the funds were already returned to the customer.
  
  All the best,
  
  

  Customer Answer

  Date: 03/26/2024

  Complaint: 21443263
  
  I am rejecting this response because: the company misrepresented the transaction they initiated and placed a hold on the funds. There were sufficient funds in the account for the charge. However they did not disclose they charge you to play the game until this charge. 
  Since lodging this complaint they have since released the hold on the funds. They tout misleadingly that playing the game you can withdraw winnings "no fees". Very misleading 
  
  
  Sincerely,
  
  *************************** ******

  Business Response

  Date: 04/02/2024

  To whom it may concern,
  
  We acknowledge receiving the response and want to address it.
   
  We would like 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.
   
  Due to an apparent misunderstanding, the customer attempted to fund her game account, an attempt that was confirmed as unsuccessful on both ends. We have also communicated with the customer directly, and all funds were released, and the money is with the customer, also confirmed by her. 
   
  Customers are welcome to contact our Support Team from within the App or our company website for assistance, and our Support Team can then address any questions or confusion.
   
  We further advise the customer to continue the correspondence with us directly should they need additional assistance. 
  
  All the best,

  Customer Answer

  Date: 04/05/2024

  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:03/14/2024

  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.

  the program uses bots to beat you . i have proof

  Business Response

  Date: 03/18/2024

  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 are fully compliant with the laws where they are offered.  
  
  The customer in question installed our application in July ********************************************** December 2023.  Note that we have not received any communication from said customer.
  
  Customers are welcome to contact our Support Team from within the App or our company website for assistance, and our Support Team can then address any questions or concerns.

  We further encourage the customer to contact us directly should he need any assistance with his account. 
  
  All the best,

• Initial Complaint

  Date:03/10/2024

  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.

  On February 23, **************************************** the amount of $600.00, I received an email confirming the withdrawal request and it states the withdrawal request would be processed in ** to 14 days (March 09, 2024 or sooner). On February 25, 2024 I received $143.00 of the $600.00 withdrawal request which was refunded back to my original payment method, but have not received the remaining $457.00 which was the winnings I had which would be sent to my PayPal account. I also currently have $1,076.20 in winnings on my account which is the amount I can withdraw, but unable to request a withdraw until they finish processing my withdrawal request for $600.00 because you can only have one withdrawal request at a time. I would like for them to finish processing my withdrawal request and deposit my winnings into my PayPal account immediately as it is past the ******************** my email confirmation.

  Business Response

  Date: 03/12/2024

  To whom it may concern,
  
  We acknowledge receiving the complaint and want to address the customers concerns.
  
  After reviewing the complaint, we can confirm that the withdrawal request in question is handled in accordance with our Terms of Use. 
  
  The customer was duly notified regarding the processing time of the requested funds.
  
  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: 03/12/2024

  Hello,

  You can close this complaint, they have reached out to me via email and have processed my withdrawal request in full. 

  Thank you.

• Initial Complaint

  Date:02/24/2024

  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.

  Papaya Gaming *** Nov 28 reapprove payment Unaware that payment was being paid monthly, just approved a $5.00 bet on the that day, not monthly

  Business Response

  Date: 03/04/2024

  To whom it may concern,
  
  We have reviewed the customer's complaint and have found that they have a Bubble Cash account with us. Bubble Cash is one of the games that Papaya operates. The customer made one payment on their Bubble Cash account for the amount of $5 on the 28th of November. Including Sales Tax, the total charge amounts to $5.40. The customer mentioned that the payment is monthly, however, it is important to note that our service does not have any subscription plan or fees, and each payment can only be made directly from within the App with the customer's direct involvement.
  
  To confirm, Papaya has charged the customer only once for the single payment they made on the 28th of November. If there is ever an issue with a payment, whether there is an erroneous charge or merely a misunderstanding, customers are welcome to contact our Support Team from within the App or our company website for assistance. Our Support Team can then address any question or confusion, and also issue a refund where necessary.
  
  Unfortunately, the customer never contacted us, and as such, we were unaware of any issue or discrepancy with their first payment. In the hope of resolving any payment issue, we have reached out to the customer today, the 28th of February, 2024, to initiate direct communication and resolve any payment-related questions or concerns they may have.
  
  All the best,

• Initial Complaint

  Date:02/23/2024

  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 downloaded solitaire cash, and they keep trying to charge me for the same purchase over and over again tot he point that my bank account keeps going negative and credit cards were maxed out. I am wanting them to stop this and/or refund my money as a result.

  Business Response

  Date: 02/29/2024

  To whom it may concern,
  We acknowledge receiving the complaint and want to address the customers concerns.
  After reviewing the account, we can confirm that the customer has made several recent in-game purchases.
  Note that each purchase must be submitted within the application via the customer's device and cannot be done without their consent. 
  Nevertheless, please be assured that we have been in direct contact with the customer, and the issue has already been resolved.
  All the best,

  Customer Answer

  Date: 02/29/2024

  Complaint: 21339544
  
  I am rejecting this response because: they have not yet actually resolved the issue yet.
  
  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/06/2024

  Hello,
   
  We would like to confirm that the issue has already been resolved as requested by the customer, we also communicated this resolution on February 29, 2024.

  Since then, we made additional contact attempts but have not received a response as of yet. 
   
  Customers are welcome to contact our Support Team from within the App or our company website for assistance. Our Support Team can then address any questions or confusion. 
   
  We further advise the customer to check his email and reply back to us directly should he need any additional assistance. 
   
  All the best,

• Initial Complaint

  Date:01/25/2024

  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.

  On January 25, ****, I saw an ad on my phone for Solitaire Cash. I downloaded the app to try the game. At that time my paypal was charged $14.00. I was unaware that they charged for the game. I contacted them by email through their website to refund me the $14.00 and cancel the subscription.. I did not know that it was a subscription. I am still waiting to see if they will do the right thing. I just wanted you to be aware of the situation and how they work. I will keep your updated.Thank you,************************* ********************* **********, **

  Business Response

  Date: 01/31/2024

  To whom it may concern,
  
  We acknowledge receiving the complaint and want to address the customers concerns.
  
  Due to an apparent misunderstanding, the customer has made an inadvertent in-game purchase. 
  
  Note that we do not offer a subscription or recurring charge option, and each purchase must be submitted in the application. 
  
  Nevertheless, please be assured that the misunderstanding has already been rectified. 
  
  All the best,

  Customer Answer

  Date: 02/01/2024

  The company did refund my $14.00 back to me.

• Initial Complaint

  Date:01/18/2024

  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 played a game on Papaya Gaming. I won money and withdrew it per the game rules. I received three "refunds" for *****, ***** and ****. I had no problem with the **** refund. The ***** and ***** refunds went to a different bank I use supposedly on December 21st. I checked with my bank and they said they didn't see any *************** I finally was told by ****** (that is who you go through to pay Papaya Gaming) that the ***** and ***** were not "refunds" but "authorizations" to my bank and that my bank needed to release those authorizations to my account. I gave the bank the "authorization numbers" that Paypal gave me and my bank said that they didn't see anything and that they do not put holds on money coming into my account and to go back to Paypal and have them just issue a refund to my account. I'm just getting the runaround from Paypal. And Papaya Gaming won't even answer my emails anymore. I just want the 4**** refunded to me.

  Business Response

  Date: 01/28/2024

  To whom it may concern, 
   
  We acknowledge receiving the complaint and would like to address the customer's concerns.
   
  The payment the customer is referencing is confirmed as completed and settled to their desired PayPal account. 
   
  We want to emphasize that the payment methods linked to the customer's PayPal account are not visible to us; we are not privy to that information. PayPal works as an intermediary service, and as such, we can only confirm payment successful completion to the requested PayPal account. 
   
  Additionally, please note that the customer has sent us a query regarding this payment, which was replied to in a timely manner. 
   
  Nevertheless, please be assured that we aim to resolve this as quickly as possible.
   
  All the best,

  Customer Answer

  Date: 01/31/2024

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