Complaints

This profile includes complaints for WildWorks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

WildWorks has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  WildWorks

  380 W Data Dr Ste 500 Draper, UT 84020-2375

• 

  WildWorks

  105 N 400 W Salt Lake City, UT 84103-1124

• 

  WildWorks

  PO Box 3624 Salt Lake City, UT 84110-3624

• 

  WildWorks

  650 S 500 W Ste 297 Salt Lake City, UT 84101-2382

• 

  WildWorks

  650 S 500 W Salt Lake City, UT 84101-2377

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:06/24/2025

  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.

  In 2020 my account was hacked during a site wide data breach that took place on the game "Animal Jam." The password and parent email associated with the account were changed, leaving me unable to log in. For the last five years I've sent multiple help requests and emails containing proof that the account belongs to me (previous parent emails, previous passwords, emails containing parent email and user from **** and its associated companies). On top of the distress caused from not being able to get into an account so sentimental to me it also holds monetary value. "Animal Jam" has a membership function that I signed up for as a kid, this membership is still running, but the only way I've found to cancel it is through the parent email ( which has been changed). I don't wish to cancel the membership but it adds to my extreme want to access my account.All I want from WildWorks is to be sent a password reset email, so that I can finally log back into my beloved childhood game.

  Business Response

  Date: 06/26/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #23515031.

  Our support team has responded to this user's active support ticket to address their concerns. The BBB complaint board is not a channel for customer support.

  Sincerely,
  

  AJHQ

   

  
  

• Initial Complaint

  Date:05/29/2025

  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.

  Hello. I am submitting this complaint because of something kind of silly, but I lost access to my Animal Jam mobile AND desktop accounts in 2020. My mother doesn't use the email linked to the accounts anymore. I have seeked aid in account recovery, but they say accounts are deleted after 3 years of inactivity and information cannot be recovered, but this simply isn't true. Both accounts, wildc9 on both platforms, are still clearly there if the username is looked up. My parents and I both put money into both of these accounts, easily an upwards of 300 into desktop and at least 30 on mobile. There are premium items and currencies on these accounts that they are not letting me access. I emailed them for the 2nd time, and they never replied to my request.

  Business Response

  Date: 06/05/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #********.
  
  The user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The email address listed on the BBB complaint does not match the one registered to the account in question, and the complainant has not provided a valid address. Due to the age of the account and the amount of time that has lapsed since the last login, we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in *********** protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a childrens game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

  Customer Answer

  Date: 06/06/2025

   
  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:05/23/2025

  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.

  Animal Jam by WildWorks has failed to help me gain access to my accounts on their online game. Their customer support system has not done anything to remedy this situation, despite having met the requirements they stated in their original email to recover my accounts.Accounts: "yutong" and "yutongstorage"

  Business Response

  Date: 05/30/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #********.
  
  The user is seeking assistance with accessing old and inactive accounts that they cannot verify ownership of. As the accounts in question have not been accessed in over 7 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The email address listed on the BBB complaint does not match those registered to the accounts, and the accounts have no billing history. Due to the age of the accounts and the amount of time that has lapsed since the last login, we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam accounts in *********** protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a childrens game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23372298
  
  I am rejecting this response because: They claim the accounts have not had activity in over 7 years, which is a false claim. 7 years is roughly the timespan in which the accounts were created, not last used. As for the email, I have been able to gain access back to the email *********************** but not **************************** However, I cannot use the first email to get a password reset because it is a school email address which for security reasons has blocked emails from Animal Jam's password reset. If necessary, I can send an email from the first email address to prove its ownership, however, I still do not have access to the other email address. The account that *********************** is connected to is "yutong" which is my older and as I remember, less used account, while *************************** which I still do not have access to is connected to "yutongstorage" which is my newer and more recently used account. Both accounts should have had activity within the past 3 years, which was the timeframe in which Animal Jam support had said would be necessary in able for the accounts to be recovered.

  Sincerely,
  
  ****** ***

  Business Response

  Date: 06/09/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of the update to complaint #********.

  As stated in our previous response, due to the age of the accounts, the amount of time that has lapsed since the last login, and the complainant's inability to provide verification of account ownership, we are unable to assist with account recovery. The player will need to create a new account to continue their adventures in Animal Jam.

  Sincerely,
  
  AJHQ

  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23372298
  
  I am rejecting this response because:

  WildWorks claims that the amount of time that has lapsed since the last login prevents them from assisting with account recovery. However, the time that has passed since the last login is well within the recovery window that they themselves originally stated would be acceptable. Therefore, the justification they have provided is inaccurate and misleading.

  Additionally, I would like to clarify that I have regained access to the account yutong, which is connected to the email ******************************. This confirms that proper ownership verification is possible. However, I still do not have access to the yutongstorage account associated with **********************************. I can confirm ownership of ********************** however, I cannot send a recovery email through Animal Jam as the school in which the email is attached to has blocked emails from Animal Jam.

  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:05/21/2025

  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.

  animal jam was my favourite game growing up, many hours have gone into it and money as well. I've been trying to get back in my account and relive my childhood/support the game further but they will not let me update my password due to not being able to get into my parent email, as said parent has since passed away and I do not know his password. I have my old address , phone number , username , parent email handle , but they refuse to help because of "security purposes ". I've spent so many hours on this game and would continue to do so, and give them my money as well. I don't think it's fair that I cannot do that simply because I have literally no way of accessing my parent email that was used for my account. thank you.

  Business Response

  Date: 05/28/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  The user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.

  The email address and (incomplete) billing address listed on the BBB complaint do not match those registered to the account, and due to the age of the account and the amount of time that has lapsed since the last login we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in question.To protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to their email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a children’s game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  

  Sincerely,
  

   AJHQ
  

  
  

• Initial Complaint

  Date:04/24/2025

  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 have been playing Animal Jam(by Wildworks) for nearly 15 years. Today I discovered that my account had been hacked and I requested that the items taken, be returned to me. They responded swiftly but informed me that they cannot do that. I responded immediately stating that I know they are able to return said items and if they refused I would be contacting the BBB and since then, I have not been responded to and have been conveniently locked me out of my account. I know the password to the account 100% because I had to use it to login in earlier today when I discovered that my account had been hacked. I have 15 years worth of hard work and money that I have put into this game only to be treated extremely poorly and unethically when I need something simple from them. If they truly don’t want to return the items that were taken, then I should be compensated the the game currency(sapphires) in the amount of atleast 30,000 as each item taken was from 7k-10k sapphires each. And I should be allowed immediate re-entry into my account which they had no right holding me from me.
  
  In case this unacceptable behavior is a common occurrence for wild works I will leave my username and parent email to the game below so they can identify whom they’ve wronged.
  
  Username: ***** ****** ****** ******************** ***** ****** ******* ** ******** 

  Business Response

  Date: 05/02/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  We have been in contact with this user via ticket #*******, our support team stated clearly in their responses to the user that they would be unable to replace any lost in-game items.

  Each Animal Jam player is responsible for maintaining the safety and security of their account and their login information. Online safety is about having multiple layers of security such as using strong passwords that can’t easily be guessed, activating 2-Factor Authentication, using different passwords for each account, and most importantly never sharing password information, inputting it on phishing sites, or saving login information on a shared or public device. While we can’t speculate about how the user’s login information may have been compromised, most often, accounts are compromised due to weak password security, oversharing of personal information, falling victim to a phishing scam, or or not having 2-Factor Authentication enabled.

  In our ongoing efforts to enhance user security and educate our players, we offer online Help articles, an in-game Security Station, and frequent reminders about internet safety on all of our online platforms. Unfortunately there will always be bad actors who try to take advantage of users who may not have properly secured their accounts, or trick users into sharing personal information.
  
  It is possible for accounts to be compromised if a player has shared their account information with family members or friends, or if they have left themselves logged in or saved their login credentials to a public computer or shared device.
  There are also external threats, such as phishing sites, phishing emails, and malware or keyloggers that can be spread through email, text, or social media platforms. While we cannot monitor or take action against events occurring outside our site, we try our best to educate our players about account safety and online safety to avoid having their personal information exposed online.
  
  Here are just a few of the help articles we provide to help educate our players about account and internet security:
  
  ***********************************************************************************
  ************************************************************************************
  ********************************************************************************
  ***********************************************************************************************************

  Players must agree to the Animal Jam Rules (**********************************) in order to create an account, and the Rules state clearly that each player is responsible for their account’s security, and that AJHQ will not replace items lost as a result of improper game account safety. While our moderation team investigates all reports of game activity that violates the Animal Jam rules, we do ask that all players protect themselves by properly securing their accounts.

  Sincerely,

  AJHQ

  
  

• Initial Complaint

  Date:03/29/2025

  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.

  Details I was scammed by players who tricked me into believing they were nice and trustworthy on AnimalJam Classic. Because of this, I lost items that took over 10 years to obtain. I contacted **** about this matter, but all I received were vague answers and very little help at all. I felt that they were putting the blame on me, and over 10 days later, the scammers still have active accounts and nothing has happened to them at all. I feel like my problem was brushed off by **** and not taken seriously, as we went back and forth for a few days and they ended up cutting the conversation off, telling me they wouldn't assist any further. I feel disheartened as a loyal customer for over 10 years. They have an item restoration system that costs them nothing of real currency to replace my items. However, they say they can't use it because of a policy, but won't even tell me why.- Date and time of scam: 11:28pm central time on 3/18/25 - Consumer complaint regarding unfair customer service, item restoration, and scam handling - Unresolved and Dismissive Response: The complaint was not taken very seriously, with customer service providing generic responses and cutting off further inquiries without offering a fair resolution.- Lack of Action Against Scammers: The players who scammed me have not faced any visible consequences, despite multiple reports and the fact that theyve scammed others as well.- Failure to Honor Item Restoration Policy: Despite having an item restoration system in place, my lost items were not restored. The company did not provide their policy or a genuine explanation for why they couldnt assist, simply stating that they couldn't due to a policy and leaving it at that.- No Real-World Currency Lost, But Significant Time and Effort: While no real-life currency was involved, the items I lost were accumulated over 10 years of dedicated gameplay, making their loss particularly upsetting given the time and effort I invested in obtaining them.

  Business Response

  Date: 04/05/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  Animal Jam offers an in-game trading system to protect players and their items and ensure that trading is fair. Players who choose to enact trades outside of the trading system do so at their own risk, and Animal Jam cannot replace items lost due to unsafe gameplay or unsafe trading practices. 

  Its unfortunate when players deliberately break the rules in order to cheat others. While our moderation team can help by taking action on players who break the rules, we also ask that players protect themselves by using our trading and gifting systems as designed. This includes only trading within the trade system and not engaging in unsafe gameplay such as cross trading, trust trading, or trading/selling using multiple transactions or "middlemen."

  In our ongoing efforts to educate our players about online safety, we offer Help articles, an in-game Security Station, and frequent reminders about playing and trading safety on all of our online platforms. Here are just a few of the help articles we provide to help educate our players about keeping their items safe and trading safely:

  *******************************************************************************************************************************;

  *******************************************************************************************************;

  **********************************************************************************************************************************************;

  Safe trading practices are also addressed in the Animal Jam Rules, under the section Play Fair. All players must agree to the Animal Jam Rules in order to create an account, and our Rules can be found at ***********************************************.
  
  Sincerely,
  

  AJHQ

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23134155
  
  I am rejecting this response because I am very disappointed that you have once again failed to address my actual concerns. Rather than providing a genuine resolution, you have simply repeated the same generic information I was already given through your customer support emails.
  I fully understand that Animal Jam has trading systems in place, but that does not change the fact that scammers continue to take advantage of players, and that WildWorks has the ability to restore lost items but refuses to do so without offering a proper explanation. I am not asking for an exception to be made just for *** am asking for a fair and reasonable policy regarding scam victims, especially long-time paying players who have invested years into the game.
  Additionally, the scammers who took my items remain unbanned, despite multiple reports from myself and others. This further proves that WildWorks is not enforcing its own rules as strictly as it claims. If the company truly cared about fair gameplay and player protection, it would take meaningful action against scammers rather than shifting all responsibility onto the victims.
  I am requesting a proper response that directly addresses:
  - Why WildWorks refuses to restore lost items when it has the capability to do so.
  - Why reported scammers remain unpunished despite clear violations of the rules.
  - How WildWorks plans to improve its handling of scams moving forward, beyond simply telling players to "be careful."
  I hope to receive a genuine response instead of another generic statement.
  
  Sincerely,
  
  Phoenix Blue

  Business Response

  Date: 04/18/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  As noted, our game includes a built-in trading system designed to protect both players and their items, ensuring that all trades are secure and fair. Players who choose to trade outside of this system do so at their own risk, and Animal Jam is unable to recover items lost through unsafe trading or gameplay. This was stated clearly in our previous response to the BBB as well as our communication with this user via their support tickets.

  Upon review, we found that this user has a history of reporting scams and requesting reimbursement, dating back to 2016. This indicates a continued disregard for our in-game safeguards and a pattern of risky trading behavior.

  It's always disappointing when some users choose to break the rules and scam others. While our moderation team actively works to take action against those who violate the rules, players must also protect themselves by sticking to our official trading and gifting features. This means using the in-game trade system exclusively and avoiding risky behavior like cross-trading, trust trading, or conducting trades through multiple steps. We cannot discuss moderation actions taken on other players' accounts, but our moderation team has a number of tools available including restricting chat and trading, temporary suspensions, and permanent bans for severe infractions.

  Our expectations for fair trading are clearly outlined in the "Play Fair" section of our game rules, and every player must agree to these rules when creating an account. As part of our commitment to player safety, we provide educational resources including support articles, an in-game security hub, and regular reminders across our online channels to promote safe play and trading. We hope the user will take the time to review the information provided and we'll emphasize again that trades conducted outside of the game's secure trading system are done at the player's own risk.

  Sincerely,

  AJHQ

   

  
  

• Initial Complaint

  Date:03/23/2025

  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.

  Animal Jam HQ otherwise known as "Wildworks" suspended my account on a situation that i did not do. I have emailed **** twice now. Stating proof and an explanation on the issue they suspended my account for. My suspension was only supposed to last 24 hours and it has been almost 30 hours since i have gotten the email saying i was suspended. I have spent lots of time and money on this game. I am not the only one this has been happening too. Lots of my friends have been having the same issue. I will be directing them to this site to see if anything can be done for them. Thank you.Account name: BurntApplez

  Business Response

  Date: 03/29/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #*******.

  We have responded to this user's active support ticket to address their concerns regarding a moderation action on their account. The ******************** complaint board is not a channel for customer support.

  Sincerely,

  AJHQ
  
  
  

  
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23104920
  
  I am rejecting this response because: I explained and sent photos as proof to AJHQ that there was ZERO reason for me to be suspended. The only thing i want at the moment is the disciplinary action to be removed from my account logs. The user Janeee2 has scammed MULTIPLE people. Instead of suspending others for little to no reason, maybe look into reports that have proof of scamming. Thank you for your time AJHQ. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/08/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us the update to complaint #********.

  To report inappropriate in-game behavior from another player, the user should use our in-game reporting and blocking tools, or contact our support team by creating a support ticket at *************************************************************. The BBB complaint board is not a channel for player reports. We have provided the following Help Desk articles for their review:

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

  Sincerely,

  AJHQ
  
  

• Initial Complaint

  Date:03/22/2025

  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 got banned on animal jam classic for litterally no reason i was just role playing not even doing anything wrong it makes no sense i want my account back or refund on my membership and everything that i’ve ever paid for on that game

  Business Response

  Date: 03/29/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  The account in question has been banned on 3/22/2025 for creating inappropriate and explicitly adult content in a children’s game. This violates the Community Guidelines section of the Animal Jam Terms of Service found at ************animaljam.com/en/terms_of_service. All players must agree to the Terms of Service in order to create an Animal Jam account.

  We have communicated additional information about the ban with the user via their support ticket. The account ban was issued based on in-game chat, den decor, and other in-game activities observed on this account. The account ban is permanent and will not be lifted.

  Sincerely,
  

  AJHQ

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  i didn’t do anything innapropriate it wasn’t mean now unban me or i’ll take legal action 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/19/2025

  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.

  My animal jam play wild account has been permanently banned on March 12, ********************************************************************************* 2023. The masterpiece in question has been up since submission without any issue and has been on display in my den. I feel that it has been severely misinterpreted as being some sort of **** dog whistle, when that was not the intention in the slightest. The thought had not occurred to me until I had shown it to someone and they pointed out the similarities of the color palette and design used for the background. I have not received any help or information from the support team and have just been told something along the lines of "no further inquiries are able to be answered" so I had to come to this conclusion by myself to figure out what could have even potentially been the reason for my ban. I would very much like my account back, since I feel that this ban is unjust due to the fact that it was caused by a misinterpretation.

  Business Response

  Date: 03/26/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  The account in question has been banned on 3/12/2025 for creating inappropriate in-game content containing imagery meant to bully and harass other players, and otherwise disturb the game environment. This violates the Community Guidelines section of the Animal Jam Terms of Service found at **********************************************************. All players must agree to the Terms of Service in order to create an Animal Jam account.

  We have communicated additional information about the ban with the user via their support ticket. The account ban was issued based on in-game activities and other in-game content observed on this account. The account ban is permanent and will not be lifted.

  Sincerely,

  AJHQ

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23086464
  
  I am rejecting this response because:
  

  I have not created any content intended to bully or harass anyone and your support team never clarified what was wrong or which content was even deemed as "inappropriate." Your support team did not provide details on the issue nor explain to me what it is that caused the permanent ban. I still find this highly unjust as not only was no harm intended, but also the fact that your team never even explained what was deemed as harmful or inappropriate and refused to elaborate further, simply closing my ticket whenever I asked for more details. On top of this, I have had no previous violations and I am a paying customer who has spent lots of time, money, and effort on the game only to be banned without any explanation despite the fact that there were no ill intentions behind anything i've done on the account.

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

• Initial Complaint

  Date:03/14/2025

  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.

  The entire Animal ************* is sick and tired of the under investigated cases resulting in the wrongful permanent banning of so many users. Like many others, my childhood account was banned last week. The ban was issued on the basis of breaking TOS regarding selling in game items for real world currency. In all my years playing I have NEVER done this. I sent in an appeal explaining there must have been some misunderstanding when reviewing the chat logs. The moderator tells me the ban is final and there is nothing they can do at this stage- and closed the ticket. So from what i know, my account was banned with no evidence of me breaking the **** I sent in another ticket and I have not gotten a response yet. I know I am not the only person who's experienced their, (for lack of stronger word) horrible customer service. I am incredibly frustrated with the way my situation was handled and would like it to be reviewed once more. On top of all these bans that are being handed out like nothing- AJ Classic barely even works. 1/3 times when you try to log in you're met with an error message, the developers refuse to add in simple updates for the convenience of players, while players with inappropriate usernames and vulgar language roam free on their servers. The reality is this company is severely understaffed, making it impossible thoroughly review report cases and stay on top of their game. What kind of company literally pushes away its paying customers?Get your head in the game ****. I am expecting my account to be restored.

  Business Response

  Date: 03/21/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********,

  The account in question has been banned on 3/8/2025 due to violations of the Animal Jam Terms of Service found at **********************************************************, specifically sections 4 and 11.

  As we are a childrens game marketed to kids aged 6-11, it is our obligation to ensure that all in-game interactions are safe for this young demographic, and to ensure that players are not creating an environment that is unsafe and potentially dangerous to our young community. Such violations may include:
  
  - Sharing personally identifiable information such as social media usernames
  - Directing Animal Jam players off-site to chat on other social platforms including Discord and Instagram
  - Discussing buying and selling virtual items for real money

  We have communicated additional information about the ban with the user via their support ticket. The account ban was issued based on in-game chat and other in-game activities observed on this account. The account ban is permanent and will not be lifted.

  Sincerely,

  AJHQ