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:01/04/2024

  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.

  They closed my account saying multiple account violation. However I have only one account. My spouse has an account that is why they believe I have multiple accounts. I have been contacting them about this issue, but they said they consider the issue resolved as my account is closed.I have $9k+ in the account, that I do not have access to.

  Business Response

  Date: 01/10/2024

  To whom it may concern,
  We acknowledge receiving the complaint and would like to address the customers concerns.
  As we detected multiple accounts (3) for that customer, we had to suspend all linked accounts to align with our Terms of Use (which prohibit use of multiple accounts). 
  The customer was duly notified of such suspension, and in response, we received his acknowledgement of same. 
  Please be assured that we aim to positively resolve this matter as quickly as possible and are in direct contact with the complainer for further treatment.
  All the best,

  Customer Answer

  Date: 01/10/2024

  Complaint: 21097331
  
  I am rejecting this response because:
  
  The business stated that I had 3 accounts. I had only one account. There were three accounts in our household, but I personally had only one. My wife also played the game and did make two accounts.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/16/2024

  As previously mentioned, we were in direct contact with the customer and we're happy to report that the matter was resolved. 

  All the best,

  Customer Answer

  Date: 01/22/2024

  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,
  
  Lane White

• Initial Complaint

  Date:12/26/2023

  Type:Customer Service 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 been receiving texts at all hours of the *********** from someone trying to get a Bubblecash "verification code" in order to play this game(s). I contacted their support & was told sorry it wont happen again. Not only did it happen again (7 times since their sorry) but whomever it is is using my phone number to contact me directly & wants me to "just give them the code". I did not respond as they somehow managed to disguise their actual number & why on earth would I give out anything with my phone number attached to it. Last night I received another text at 2:47am. AM. Any more texts from anyone related to bubblecash or papaya ************ will be charged $10.00 PER text as that is the fee for using my phone with such inconveniences & intrusions.

  Business Response

  Date: 01/01/2024

  To whom it may concern,
  We acknowledge receipt of the complaint, and would like to address the complainers concerns.
  On December 17, 2023, we received a request from a customer to update their account phone number. 
  Due to an inadvertent and honest mistake in the information we were provided with, the wrong number was updated on the customer's account. This, unfortunately, resulted in unwanted communication being sent to the wrong individual, i.e. the complainer.
  Please be assured that the mistake has already been rectified, and no further communication will be sent.
  We sincerely apologize for any inconvenience this may have caused. 
  All the best,

  Customer Answer

  Date: 01/09/2024

  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:11/21/2023

  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.

  About a month ago, I submitted a withdrawal for like $30 and they say on the game that withdrawals take up to 14 days to process. My withdrawals never took that long to process so I was concerned. I kept reaching out to them asking what was happening then they finally told me that I had to submit a W-8 or W-9 form because I had exceeded $600 annually withdrawn. I quickly submitted this and it took me following up with 2 or 3 additional support queries for them to acknowledge the receipt of these documents that contained my SSN etc, and then finally process my withdrawal. At this point it was over the 14 days but I accepted it and moved on. My next withdrawal, they sent me an email with a withdrawal number etc and a date by which I should expect the withdrawal by. It was processed the last day(the 14th day) and I was fine with it. On November 1st I submitted another withdrawal for $300 and waited the 14 days because they utilized the full time for the previous withdrawal. Nothing came. I sent many support requests for at least 3/4 days and they only responded like a day ago saying that withdrawals take 90 DAYS to process. All previous correspondence says 14 days with the exception of delays for bank transfers or refunds which take time to reflect, but 90 DAYS!! I emailed back saying thats unacceptable and that I would report this on BBB if not resolved. Because I havent heard anything yet, I am coming here to see if I can get some resolution. I just want my money paid (I marked refund because its the closest to my desired outcome) I want my $300 put into my PayPal ASAP

  Business Response

  Date: 11/29/2023

  To whom it may concern,

   

  While we always make an effort to process withdrawal requests within 14 business days to create an optimal experience for our users, it's important to note that when registering an account on Solitaire Cash, one must agree to our terms of use, which stipulate, amongst other things, our processing time for withdrawals, which is up to 90 days.

  This user has been with us for over a year and had countless successful withdrawals and is well aware of the terms.

  Nevertheless, her request (and another after that) was successfully processed much sooner and this case has been resolved.

• Initial Complaint

  Date:10/10/2023

  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 withdrew $41 that I made from BingoCash and I still haven’t gotten my money and I’m obviously not gonna get my money. I’ve contacted them a bunch of times and they will not respond. I want my $41 since they got enough of my money. I can’t remember how much I gave them. I know it was about $200 so I want my $41 back.

  Business Response

  Date: 10/18/2023

  
  To whom it may concern,
   
  We acknowledge receiving the complaint and would like to address the concerns raised.
  
  As part of our service, our customers can withdraw winnings from their accounts. The customer made a withdrawal request of $41 on the 30th of September, which was subsequently processed on the same day.
  

  We can confirm that the withdrawal was broken into 6 transactions and each of those 6 was approved and settled by her bank/card company after checking on the status of each refund through our payment processor.

  The player contacted us several times via email, asking about the status of her withdrawal. To each of her messages, we replied swiftly, but it seems that she doesn't see our replies back to her, possibly due to her email provider wrongly identifying our messages as SPAM or promotion emails.
  
  We also attempted to call the customer several times and even left a voicemail on the 16th of October, but our call was not answered, unfortunately.
  
  Given that this is the customer's first withdrawal, it is possible that they are not aware of our withdrawal policy and how the funds are disbursed back to them.
  
  Of course, we wish to resolve and address this confusion, but we have yet to be able to contact the customer successfully.
  
  We hope to be able to correspond with the customer directly and clarify any concerns or potential misunderstandings.

• Initial Complaint

  Date:10/04/2023

  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.

  Solitaire Cash game owned by Papaya Gaming, transacted (6) $75.00 charges on my bank debit card fraudulently. I have never used the online gambling game, never even heard of it before the transactions hit my bank account. I am now out $450.00 dollars until my bank can investigate as to how they obtained my bank debit card information, and how they allowed it to be used since I do NOT have an account with them.

  Business Response

  Date: 10/11/2023

  To whom it may concern,
   
  We acknowledge receiving the complaint and would like to address the concerns raised. 
   
  Firstly, it's important to note that we do not have the ability to charge an account without permission and direct human involvement. Any deposits to the in-game balance must be requested from within the app and confirmed by the requester.
   
  We can confirm that we haven't been able to locate an account registered to **** ******, so we suspect someone else has been using their credit card to play. 
   
  We reached out to **** directly in order to investigate and handle the incident; however, since this is not a registered player, we're unable to locate the transactions without more information that will help us identify the method of payment used. Unfortunately, **** hasn't responded to our emails or answered our calls.
   
  We would be more than happy to resolve this matter ASAP and make sure any fraudulent account is blocked and removed from the app to prevent any further charges.

• Initial Complaint

  Date:08/07/2023

  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.

  There are two dates where Papaya Gaming via ***** **** upon winnings withdrawal request, deposit the funds into my bank account, then immediately removes the winnings via fraudulent unauthorized charges to my debit card. I have contacted Papaya Gaming with numerous complaints and questions regarding these unauthorized charges.
  08/04/23 I withdrew my winnings to total $45- three deposits to my bank account were made: $15, $12, $18. These deposits were immediately then coupled with charges of the same values taken out of my bank account- $15, $12, $18, in essence cancelling the deposits. These all show as posted on my bank account on 08/04/23. I contacted Papaya Gaming to dispute these charges and their only response was that the winnings withdrawal shows as being paid out. They do not have a phone number to call, and only offer an online form.
  On 08/07/23 I decided to try to attempt a second winnings withdrawal of $78. The following deposits were posted to my bank account: $8, $15, $23, $25, $7. They were immediately followed by unauthorized charges on my bank account- totaling $93. The charges show: $15, $8, $15, $23, $25, $7- again cancelling out the winnings withdrawal deposit- and charging me an additional $15 which is also unauthorized.
  Papaya was contacted again, and I have not received any response. My bank is ****** **** *** ****** ****** and their solution is to cancel my debit card. This is not feasible and would create financial hardship as my employment pay is direct deposited into this account, and bills have already been arranged using this account.
  Papaya Gaming via ***** **** is practicing unlawful and fraudulent actions. They state you will receive your winnings withdrawals, but instead of paying these winnings outright, they immediately generate fraudulent and unauthorized charges to cancel out the deposits. Please help me.

  Business Response

  Date: 08/14/2023

  To whom it may concern,
   
  It is important to keep in mind that we never charge our customers without their direct involvement, nor do we have any type of subscription plan, so customers can only complete payments independently through our App.
   
  As part of our gaming platform, players can withdraw their winnings, and we send those winnings to the players' original payment method.
   
  Our customer, Kelli Brown, contacted us for the first time on the 4th of August, 2023, regarding a withdrawal she made from her ***** **** account for a total of $45 on the 4th of August.
   
  *** ***** mentioned that she successfully received three refunds for a total of $45 from us but was also deducted three charges simultaneously for the same amount. We advised her that refunds typically take a few business days to settle and post on her bank account.
   
  *** ***** then sent us screenshots showing the deductions in question. We thoroughly investigated on our end to check these charges but did not find any records of such charges.
   
  On the 7th of August, *** ***** withdrew an additional $78 from her ***** **** account and a couple of hours later contacted us, notifying us that she received the five refunds for a total of $78, but as was the case with the first withdrawal, found five deductions for similar amounts on her bank account.
   
  These charges were also investigated by us, and once more, we have not found any indicators of these charges on our payment processor's records.
   
  Given the frustration and confusion this can undoubtedly cause, we attempted to contact *** ***** on the 10th of August by phone but were unable to get in touch with her, and left a voicemail.
   
  Of course, if there were any errors or duplicate charges, we'd be glad to refund charges where necessary, but we have yet to get in touch with *** ***** successfully to understand the origin of any potential issue.
   
  Our Support and Payments teams are dedicated to providing our customers with an enjoyable experience and resolving any payment issue as swiftly as possible. We hope to be able to contact *** ***** successfully soon so we can discuss the matter with her directly.

  Customer Answer

  Date: 08/14/2023

  Complaint: 20433315
  
  
  
  I am rejecting this response because:
  
  
  1) There is an additional charge ***** **** made to my bank account on August 7th for $15 that has not been credited back to my account. This $15 has not been reconciled. It is an unauthorized charge.
  

  2) The charges from 08/04/23 & 08/07/23 still show up on my bank account. I did not authorize these charges. I asked for them to be removed. They are not in pending status, and were charged and posted the day of the withdrawal requests.
  
  
  3) Contact information including email and phone number to discuss this with company representatives has not been provided to me.

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

  Business Response

  Date: 08/21/2023

  To whom it may concern,
   
  *** ***** is aware of our contact information, as she initially reached out to us via email and also addressed our first reply to her. We have attached our email correspondence here for review. Note that internal information has been redacted.
   
  We have since been trying to reach *** ***** over the phone and via email with no luck. Of course, we would be happy to explain to *** ***** if she would like to speak with us.
   
  We can also see that *** ***** downloaded another game of ours, ****** ****, on the 8th of August, a day after her initial complaint.
   
  Regarding the $15 charge *** ***** mentioned, we can confirm that this is for a successful deposit she made on the 7th of August. It is important to remember that deposits cannot be made without our players' direct involvement, and each deposit is made individually through the App.
   
  The $15 deposit was credited successfully to *** *****'s ***** **** account, and those credited funds were duly used to enter cash tournaments. Moreover, while *** ***** continued with this complaint, we can see that she has also continued to play our games, including entering further cash tournaments. Her most recent cash tournament participation on her ***** **** account was on the 12th of August. On her Solitaire Cash account, her latest cash tournament participation was on the 17th of August.
   
  While we sincerely wish to help and resolve any discrepancies in charges *** ***** sees on her card statement, it is difficult for us to do so when we do not receive responses from her. To avoid any further disputed transactions, we have blocked *** *****'s ***** ****, ********* ***** *** ****** **** accounts from making further deposits and entering cash tournaments.

• Initial Complaint

  Date:03/09/2023

  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’ve spent over $4.000 playing this game thought it was honestly playing fair I realized they scamming people and not letting them win they just fraud set bar so high never win any big major tournaments prizes spending that type money to only be able to cash out about 300 such a rip off I add hundreds of dollars but nothing the games are being rigged if you I’m first place one person left to play how do end up being last you should be 1or 2 place game freezes up constantly in order for you to lose never refund like they say they do versus playing thinking you have a chance I played every day constantly I feel I should be refunded something back since they lie about tournaments and games you spend 300 in a day trying to get to win tournaments that’s never won on big prizes

  Business Response

  Date: 03/16/2023

  ******* ***** opened a ***** **** account on May 30, 2022. She deposited $2,854 and made 2 withdrawals (both in Feb 2023).
  
  During her time with us, she contacted support a few times with various questions regarding our matchmaking system and the game itself. All of her questions were answered in detail and in a timely manner and she also received refunds whenever she experienced a technical issue.
  
  ******* familiarized herself with our platform, has been very active and continued to play and deposit even after submitting this complaint. 
  
  
  She has won countless cash tournaments and, therefore, this complaint came as a surprise to us.
  
  
  We tried to contact ******* directly in order to resolve this matter but we have yet to receive a response.

• Initial Complaint

  Date:02/15/2023

  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.

  I started playing one of their games in December 2023 and provided my ****** information so they could pay me my winnings, currently amounting to $8,000 as advertised. However, on January 24, 2023, they sent through an unauthorized payment request from ****** for $13.90 as a supposed "pre-
  authorized payment," which was never
  disclosed and never authorized. I'm still
  protesting it through ****** since I found no
  information in the game or in ****** **** *****, to contact them directly. They now
  owe me $8,014, including the $0.10 fee by
  ****** for processing.

  Business Response

  Date: 03/08/2023

  On Jan 25, 2023, ***** **** opened a ********* **** account and made a deposit of $14 minutes later. As the account was only in use for a few minutes, and the funds weren't used to play real-money tournaments, no cash winnings were accumulated so we're very confused as to why he's under the impression he'd won $8000.
  
  
  We haven't received any communication from ***** and were only informed about his dissatisfaction through this BBB complaint.
  
  
  Upon reading the complaint and reviewing the account activity, it is evident to us that this is a simple case of misunderstanding where the player was under the impression that he is depositing funds into his personal bank account rather than his in-game balance.
  
  
  We have refunded the $14 and reached out to ***** in order to resolve the matter directly, however, we haven't heard back yet.

  Customer Answer

  Date: 03/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: they are lying. It was marketed as free, I never authorized any payment, I played for hours and when I tried to cash out found I never received anything. But that was the point where I was charged $14. Not before. This us a scam. I'll report them to the FTC best for investigation of fraud.

  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/30/2023

  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 October 28, 2022 I downloaded the app called ***** Cash, which is a ***** game developed by the company Papaya Gaming to try and make some extra cash. In order for me to play this game, I was required by the company to sign up and open an account with a user name and password. I was also required to provide them with my visa card number including my security code, my mailing address, my phone number and my email.
  I understood that by playing the game and if I win, money will automatically be deposited into my bank account through my Chase debit/credit card that I provided them with.
  
  I kept on losing, and unknowingly money was being withdrawn from my bank account. Once I realized this, I reached out to my bank and disputed this charge. I also contacted ***** Cash via email to dispute the charge. The money was eventually returned to my bank account.
  The issue that I am having with Papaya Gaming is that I am unable to close my account. The only way for my account to be closed, is for me to send am email to them requesting they close out my account.
  
  I have sent multiple emails beginning December of 2022 asking they please close out my account, and they are refusing to do so. On January 6, 2023 I received a reply from a Papaya Gaming representative by the name of *****. Here is her reply: " Before proceeding, since we won't be able to reopen your account, we do recommend deleting our App from your device rather than deleting your account.
  If you still wish to delete your account, please confirm so, and we will go ahead and delete your account as per your request."
  I replied requesting to please delete my account, and she has not deleted my account, nor has she replied to my multiple requests to do so.
  Since then I have sent multiple emails to delete my account, but they have not done so.
  Can you please tell them that I want to delete my account since I wish to no longer play?

  Business Response

  Date: 03/08/2023

  On Nov 27, 2022, **** **** opened a Solitaire Cash account and made 3 deposits one after another for a total of $55. 20 minutes later she requested a withdrawal of $53.
  
  She reached out to us that same day explaining there was a misunderstanding and that she didn't mean to deposit money to her in-game balance.  
  
  Our Customer Support team responded within a few hours with a detailed explanation of how depositing works and informed her that the money has been returned to her in full due to the fact that she made a mistake.
  
  **** asked for her account to be cancelled.
  
  We reached out to **** via email on Feb 2, 2023, confirming account deletion, then, on Feb 6, 2023, we called her to discuss her complaint.
  
  During the call, our agent went over all the information, made sure **** indeed received her refund and asked if she'd be willing to withdraw her complaint as the matter has been resolved, which she agreed to.

  We do not know if **** has indeed withdrew her complaint and would appreciate BBB removing it, if possible, as the matter has bee fully resolved.