Complaints

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

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• 

  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:03/11/2025

  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.

  On march 3rd, 2025 I received an email from Animal Jam HQ informing me that my account, as well as my parent account, was permanently banned on Animal Jam Classic. I have reached out to them to appeal this ban. AJHQ claims that I violated their rules in a public chat room. I have no recollection of me doing this, so I emailed them and asked for proof. Instead of giving me proof in their response, they simply said that the decision was final and they can’t help me with any further inquiries. I opened another ticket asking for the proof and they once again did not send me anything but a copy and pasted response.

  Business Response

  Date: 03/18/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/2025 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 activities observed on this account. The account ban is permanent and will not be lifted.

  Sincerely,
  

  AJHQ

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is no proof of this violation. I was told it was in a public chat room, but this must be a mistake given I never did that. Please send me the proof. I would also like to ask why the user ******** has not been banned for trying to convince multiple people to jump off a bridge and kill themselves because ‘their parents don’t love them and they’re fat.’ 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/11/2025

  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.

  This organization permanently banned my account from their game, Animal Jam, and instead of emailing me a real response from a real person, they continue to ignore me and respond to me with automated messages instead of actually hearing my pleas and continue to constantly ignore anything I have said. I have been respectful and gave them options I would like them to look into because I have spent years developing my account and spent a lot of money on it and they still ignore me.

  Business Response

  Date: 03/18/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/6/2025 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

• Initial Complaint

  Date:03/09/2025

  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.

  I have been trying to recover an old account from the game, Animal Jam Classic, that I have not been able to log into for a while, which is attached to an email I cannot receive emails on. I asked them if there was any way they could change the email (so I could reset the password to it) to which they gave me the same unhelpful and unprofessional copy-and-paste bot responses; "Hello, Thank you for contacting our Support Team. We understand how important it is for you to recover your account. We'd be glad to look into it for you. However, due to at least one of three reasons, we will be unable to assist you with your issue: The billing information associated with your account is too old to verify for proper ownership of the requested account or there is none to verify.2 Step Verification has been added to the account. This is a security measure added that cannot be undone by **** and can only be updated via the email holder.The account has never been accessed, so there are no items or progress. You are always welcome to create a new account at any time that we suggest then be activated and consented to by the Parent Email on file. This will ensure its access going forward. We appreciate your understanding.Sincerely, **** *.AJHQ Please review the agent's response and see if there is still additional information we need. If so, simply respond to this email." "Hello, We appreciate your response. Unfortunately, we will not be able to assist you further with the recovery request. We sincerely apologize for any inconvenience and thank you for your understanding. To carry on with your Animal Jam adventures, you can always make a new account. Sincerely, **** *.Animal Jam HQ"they have made absolutely no attempt to assist me with said issue.

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  In this instance, the user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account has not been accessed in over 6 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, and the user has not provided their mailing address Due to the age of the account, the amount of time that has lapsed since the last login, and the lack of account verification information, we are unable to confirm 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 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 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

• Initial Complaint

  Date:03/08/2025

  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.

  Since 2012 I have been an active and regular user of ********************** Jam Classic and Animal Jam Play Wild. Over these nearly ************************************************************ Memberships for my account(s). On March 3rd, 2025, at 3:15pm my Animal Jam account was permanently banned. I appealed the ban via email and was met with a list of reasons why I was banned, however I had not done any of the listed actions. I believe it was an automated response and I have not had any real response or proof of me breaking the rules. I attempted to explain multiple times that I had not done the listed actions nor had I broken the rules in any other way, and they still refuse to lift my ban. I had membership on my account and was planning to purchase more that Friday however now I cannot play the game even though I've done nothing wrong. I would like AJHQ/WildWorks to unban or otherwise restore my player account, because I have contacted them multiple times through multiple means and been ignored or told they will not lift the ban. I will continue to escalate the issue until they unban my account, as I have not done anything wrong.

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/3/2025 for creating inappropriate and explicitly adult content in a childrens game. 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.

  Additionally, the player was found sharing and requesting personal information in-game, which is a violation of the Animal Jam Rules found at ***********************************************, specifically the section entitled "Keep Your Personal Information Private." All players must agree to the Animal Jam Rules 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 and other in-game activities observed on this account. The account ban is permanent and will not be lifted.

  Sincerely,

  AJHQ

• Initial Complaint

  Date:03/07/2025

  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.

  Hi,
  My account was recently banned on “Animal Jam” on March 3, 1:42 A.M. EST. I had broken the T.O.S in 2013 for inappropriate behavior, but that being 12 years ago, I do not think that complies with why they banned me now. I had not broken their T.O.S.
  I might have gotten caught in the crossfire of other players breaking the T.O.S, but I had not been doing anything.
  Whenever I was banned, I had gotten the same automated email response as everyone else who had gotten banned, stating-
  • Multiple, repeated or severe violations of the AJ Rules
  • Unauthorized membership purchase
  • Reasons involving the security of our game or the privacy of account information
  And another email stating I was, “being inappropriate”, “making an inappropriate avatar”, or making an “inappropriate den”. When it has been over 30 days of the last suspension.
  I had repurchased a membership with currency from their other game, Animal Jam Play Wild!
  600 Sapphires for a 1-Month membership, I've purchased other items such as “Wishing Coins” and used authorized payment methods to buy memberships.
  I cannot access the Parental Controls for transaction dates, login dates, and other information for they have banned that account as well. I feel I have been treated unfairly as a paying customer that has always been supportive in the past to the company.
  
  As a side note,
  This game does have bots that fill servers and walk around, and to some others suspicion they mass report other players. Even if they don't, I think it is highly unprofessional for the administration to allow people to put bots into their game. This makes their players, and I, feel unsafe or unsure if their account is going to be compromised because of the poor security system. All bots are labeled with “Tiger” and a weekday following the name and a few other numbers. They have banned people for “Exploiting,” whenever they had implemented the features into their game. There have been issues with purchasing being labeled as “fraudulent.”

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/2025 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 /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 and other in-game activities observed on this account. The account ban is permanent and will not be lifted. 

  Sincerely,

  ****
  

  
  

  Customer Answer

  Date: 03/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory. No explicit actions were done in this game by the account user. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:03/07/2025

  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.

  My daughter had an Animal Jam account, a game made by Wildworks, that got banned for no apparent reason. I've spent a lot of money to let my daughter play this game, and they won't unban her account. Is there any way to get the account unbanned?

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  We are in communication with this user via support tickets, and our team is awaiting account verification on ticket *******. Once our support team has received verification of account ownership, they will be able to provide additional information regarding the moderation action on the account.

  We look forward to adressing this issue with the customer via their support ticket, as the BBB complaint board is not a channel for customer support.

  Sincerely,

  AJHQ

• Initial Complaint

  Date:03/07/2025

  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.

  This company is fairly incompetent at moderating the “virtual worlds” they have developed. Players are frequently banned permanently with no ability to appeal or proof. They will continue to charge you for membership after your account has been banned. The only way to cancel this is by disputing it with your bank.

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  We have no record of any accounts or support tickets under the email address provided. We did find an account under the billing address provided, but there is no ban or moderation action associated with that account. Therefore we cannot determine which account this complaint relates to.

  The submitter can reach our support team at any time by creating a support ticket at ********help.animaljam.com/hc/en-us/requests/new. The BBB complaint board is not a channel for customer support.

  Sincerely,
  

  AJHQ

• Initial Complaint

  Date:03/07/2025

  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.

  Animal jam, a game by wild works, unjustly permanently banned my account and on all other accounts with the same email with zero warning. The account was nearly a decade year old. I believe the punishment did not match the crime. *** invested lots of hours and money into this account yet ********************** refuses to meet a compromise to either give the in game items back or unban the account. Ive emailed them about the situation and expressed that lots of money was lost yet they refuse to do anything. Please help me get the account back or get the items back. Or if anything get back the amount of money those items were worth, but that may be more complicated. Ideally I would like the account back or all items on the account.

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  The submitter has not provided a valid mailing address, and we have no record of any accounts, purchases, or support tickets under the email address provided. We cannot determine which account this complaint relates to.

  The submitter can reach our support team at any time by creating a support ticket at *************************************************************. The BBB complaint board is not a channel for customer support.

  Sincerely,

  AJHQ

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23034938
  
  I am rejecting this response because:the problem has not yet reached a resolution. I have already tried contacting Wildworks twice through Animal Jam's support tickets. The following ticket numbers are under: 6051844 and 6058515. You have provided no help, refused negotiation, and showed no care or consideration for the time and money that has been invested into the account which is why I am reaching out here to request a refund of purchase, a transfer of all items to a different account, or for the account to be restored. The email address attached to the account is ********************** The billing address is ******************************************. This is all available information in the tickets. There are screenshots and files provided from my complaint in the tickets. Please get back to me soon. 
  
  Sincerely,
  
  Max ****

  Business Response

  Date: 03/24/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/2025 for creating inappropriate and explicitly adult content in a childrens game. 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 chat, inventory history, and other in-game activities observed on this account. The account ban is permanent and will not be lifted.

  Sincerely,

  AJHQ

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23034938
  
  Again you fail to acknowledge any other parts of my message here and in my tickets. If you are refusing to ***** the account then I am requesting a refund of all the money i've spent on my accounts that have been banned or a transfer of all currency and items to a different account. I dont understand why all accounts associated with the email got banned either when only one account is responsible. I was banned directly after spending my sapphires on Play Wild for a membership. I paid for a service and never got it and now you're refusing to even acknowledge that I am wanting my money and/or items and in game currency back on a seperate account. 
  
  Sincerely,
  
  Max ****

• Initial Complaint

  Date:03/06/2025

  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.

  Ive spent money on this company in the past in their game animal jam (classic and play wild). a few days ago they did a ban wave on their game and banned me and countless others for unfair reasons, such as their own faults.

  Business Response

  Date: 03/07/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/2025 for creating inappropriate and explicitly adult content in  a childrens game. 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 is permanent and will not be lifted. 

  Sincerely,
  

  AJHQ
  

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  I am unhappy with the support I have recieved from **** since my permanent ban. A violation of the **** terms of service was commited on my account by a person who SHOULD NOT HAVE BEEN ON IT. I have reached out to AJ and they have been unhelpful, to the point where i question if they have even read my email in the first place.
  I have not had access to my account for many years due to the data breach and I was able to get it back just over a week ago to find that it has been banned for actions that I know I categorically did not do. I have never gone onto my account myself and created an explicit avatar, nor have i ever taken part in inappropriate parties or used explicit language. I was so excited to get my account back, I never would act in a way that directly contradicted the values of the game I loved since I was a child myself. My step brother did have my password and did occasionally play on my account in the past, so I let him have a turn on my account once I got access. He has never paid for the membership on my account, and also he is not the OWNER of the account. With this in mind, I implore **** to reconsider my permanent ban. I accept a temporary suspension, or restrictions to my gameplay, I do not underestimate the severity of what has been done. I really do deeply apologise for those actions, but they were not my own.
  Despite pledging to "provide assurance that each account is reviewed and addressed individually", they entirely overlook the individuality of MY situation, choosing to respond to my email expressing my distress by saying they are "unable to assist with further inquiries regarding this matter." This is not good enough and fails to address my problem. How fair is it to punish someone for a violation done on their account when it wasn't done by the owner of that account themselves?
  I gave it so much love and support, only to feel like **** has completely thrown it in my face and failed to give me that same support when I needed it.

  Business Response

  Date: 03/06/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/25 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 ****************. All players must agree to the Terms of Service in order to create an Animal Jam account.

  Any account that violates the Animal Jam rules is subject to moderation action, regardless of who is using the account at the time. Each Animal Jam player is responsible for maintaining the safety and security of their account and their login information. In this case, our Moderators do not find any evidence of unauthorized account access at the time of the account ban, and all recent logins have come from the same device and login location.

  We have provided additional details regarding the ban to the customer via their support tickets. The account ban is permanent and will not be lifted. 

  Sincerely,
  

  ****
  

  
  

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  All recent logins have come from the same device and login location because they were done by my step brother who lives in the same location and uses the same device as me. You are blatantly ignoring the facts that I have presented to you about this issue. I am sure that this is not an uncommon situation for ****, many people share devices with their family members. It is extremely frustrating, you are punishining the owner of that account for something that they did not do. I have been truly apologetic for all of the violations that were committed on that account and I have been willing to accept literally any other punishment other than a permanent ban as I understand the severity of the violation. As a child who loved this game for nearly 10 years, I would never want to act in such a way that violated the AJ terms of service, making it an unsafe platform for children, who like I did, have many wonderful experiences on this game.
  
  I implore Animal Jam HQ to reconsider this permanent ban. I would like to see **** actually fulfill their promise to address each account individually, as they clearly ignore the individual context in my account's situation, resulting them in punishing someone who did not deserve to be punished in the first place. This is not okay and is a poor way to treat a person who has given your game so much love and support.
  
  
  Sincerely,
  
  
  
  **** **