Complaints

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

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  Big Fish Games, Inc.

  906 Alaskan Way Ste 700 Seattle, WA 98104-1010

  
• 

  Big Fish Games, Inc.

  1999 Harrison St Ste 2300 Oakland, CA 94612-4731

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:06/18/2025

  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 was banned it appears after sending a polite email to customer help within the app. I have been experiencing massive game play issues, getting booted, endlessly spinning reels, glitchy reels, games not loading or taking forever to load, and feel that this has something to do with the game spinning zeros every spin. I have many videos of my gameplay showing how after I purchase coins and try to play these issues inhibit play, so the amount I win before my chips are gone is far less than the amount I purchased. I'm tier 14 and feel very offended that rather than fix my gameplay issues, big fish has instead blocked my profile.

  

  Business Response

  Date: 06/24/2025

  We understand that Ms. Cox has contacted the BBB in regards to the account ban and technical issues she has run into during her gameplay. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. Cox,
  
  We would like to let you know that your account was unblocked on 2025-06-20 and you should be able to access it without any troubles. Please let us know should this not be the case.

  We also want to apologize for any inconvenience caused. However, we want to reassure you we are taking the well-being of our players extremely seriously and we want to ensure they have the right information and resources to address areas of concern and assist where possible. For this reason, we would like to encourage you to please visit the following page and get familiar with our articles:

  https://intercom.help/jackpot-magic-slots/en/collections/12896598-responsible-play

  If a slot-themed game just keeps spinning without stopping, you are experiencing slow performance issues or getting removed from a table/social slot, it means there isn't a strong connection between your device and our servers. We do everything we can on our end to ensure a stable connection, but ultimately this connection is outside of our control once away from our server. I’ve listed a great help article below with further information:

  https://intercom.help/jackpot-magic-slots/en/articles/11377115-connection-issues

  If you would like more information, including steps to troubleshoot in-game issues including freezing, crashing, and connection problems, please refer to the following help article:

  https://intercom.help/jackpot-magic-slots/en/articles/11377113-crashing-freezing-game-won-t-open

  Also, I'm sorry to hear that the tables have been less generous in your game. However, Jackpot Magic Slots is a game of chance, wherein the game results are unpredictable. While there is no guarantee, we hope you'll soon enjoy your gaming experience again. I recommend checking out this help article for helpful tips, tricks, and information about our odds:

  https://intercom.help/jackpot-magic-slots/en/articles/11377108-odds

  We are always happy to help a customer directly. Ms. Cox, you are always welcome to contact Big Fish Games for any account, Big Fish Games app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.

  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.

  We hope that we have resolved Ms. Cox’s concerns.
  
  Contact Customer Support

  https://intercom.help/jackpot-magic-slots/en/articles/11272319-contacting-customer-support

• Initial Complaint

  Date:06/11/2025

  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.

  On June 9 I tried to reactivate my game club membership plus order games. It kept saying a server error. I tried again, and it said the same thing. They have #***.38 of my money and I have no membershp or games.I wrote to them and they want a screenshot of proof they took out the money. I have tried to do that, but cannot.

  Customer Answer

  Date: 06/30/2025

  the issue I complained about with Big Fish games was resolved the code is 23457292

• Initial Complaint

  Date:05/31/2025

  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.

  Big Fish Casino suspended both of my accounts, one for gifting gold bars, the other for receiving them. What makes this infuriating is that gifting is a built-in feature of the game. You can buy, win, and gift gold bars to anyone even non-friends, yet using that feature got my accounts suspended?Ive spent thousands of dollars over the years on this game, and now Im being treated like a cheater for helping teammates? Even worse, Big Fish refuses to respond to my emails. No warning, no details about what I allegedly did wrong, and zero communication. Its completely unacceptable.Their Terms of Use do not prohibit gifting, and players cant even block gifts from others. So how can one account be punished for gifting and another for being gifted? Their enforcement is arbitrary, their customer service is nonexistent, and their silence feels retaliatory, especially since I havent spent money recently. Is that the real reason?This is unethical and deceptive. Big Fish needs to answer:What exact rule was violated?Why offer gifting if it can get users banned?Why are paying customers being ignored?Im requesting this be investigated and for my accounts to be reinstated. This company has no transparency and no respect for the players who keep it running.

  

  Business Response

  Date: 06/05/2025

  We understand that Ms. Williamson has contacted the BBB in regards to the suspension of her accounts. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. Williamson,
  
  We would like to thank you for your patience and understanding when our teams were investigating your case. As for what happened, the accounts were disabled by our Trust & Safety team due to suspicious activity spotted on the accounts in question, despite the warnings sent to one of your accounts in the past. As a result, our team decided to temporarily disable the accounts to be able to properly investigate the matter. This is to both ensure the safety of our players' accounts as well as to make sure that no one is gaining an unfair advantage over the others by violating our Terms of Use.
  
  After further investigation conducted by our Trust & Safety team, they were able to unlock the accounts and lift the mentioned block. As of now, both of your accounts should be accessible again. Should this not be the case, please do reach out to us again, so we can look into the situation and ensure your access to your accounts.
  
  We would like to apologize for any inconvenience caused by the temporary block. Please note that while our games have a built-in gifting feature allowing you to transfer in-game currencies between friends, we recommend some reservations in terms of frequency and amounts of the gifts so you don't have to worry about similar problems from occurring in the future.
  
  We are always happy to help a customer directly. Ms. Williamson, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
  
  We hope that we have resolved Ms. Williamson's concerns about the bans on her accounts.
  
  Contact Customer Support
  https://bigfishcasino.zendesk.com/hc/en-us/articles/229717908-Contact-Customer-Support

  Customer Answer

  Date: 06/05/2025

   
  
  Complaint: 23401645
  
  
  
  I am rejecting this response because: 

  To Whom It May Concern,
  
  
  Thank you for your response regarding the temporary suspension of my accounts.
  
  
  However, your reply fails to address the core of my concerns:
  1.No Rule Violation Identified: You mention “suspicious activity” and a previous “warning,” yet at no point (not even for the previous warning) have you provided:
  •The specific rule or section of your Terms of Use that was allegedly violated;
  •Any actual evidence or data supporting the claim that misuse occurred;
  •A clear explanation of what I—or my accounts—allegedly did wrong.
  2.Use of Built-In Features: You acknowledge that your game includes a built-in gifting feature that allows users to send chips and gold to friends. I utilized that feature within its designed parameters. One of my accounts won 39 million gold bars, and I used those winnings to send chips to members of my club (which I lead) and to my own alternate account to help during events. If that behavior is prohibited, it should be clearly stated in your Terms of Use and restricted within your app—yet it is neither.
  3.Vague “Suspicious Activity” Justification: The phrase “suspicious activity” is used as a blanket justification without substantiation. I have repeatedly requested data or logs that justify the temporary ban, and none have been provided.
  4.Lack of Transparency & Due Process: Being suspended without clarity or evidence is not only frustrating—it’s unethical. If a user is to be warned, penalized, or blocked, they deserve a precise explanation so they can comply moving forward.
  
  
  This situation reflects poorly on your platform’s commitment to transparency and user trust. I would like to formally request once again:
  •A written explanation of what specific rule or policy was violated;
  •The exact data your Trust & Safety team used to justify the temporary suspension;
  •Clarification on whether sending chips between accounts or friends using gold bars is allowed or not—because if it is not, then the option should not be available.
  
  
  Absent that clarity, I am left to assume this was a discretionary and arbitrary enforcement, which undermines your credibility and harms paying customers who support your platform in good faith.
  
  
  
  Sincerely,
  
  
  
  Cassandra Williamson

  

  Business Response

  Date: 06/18/2025

  Ms. Williamson,
  
  To further explain your case, as we communicated in our previous message, please note that our Customer Support is the only team that is able to directly communicate with our players. As a result, there is no way to directly reach out to our Trust and Safety team. Nevertheless, they are responsible for investigating unusual and suspicious activities on the accounts.
  
  As a result of the above, some of the details about the investigation results and specific actions taken against players' accounts are unique knowledge of the Trust & Safety team itself, so we're unable to share them with our players.
  
  We would like to once again apologize for the inconvenience caused by the temporary block of your accounts. That said, we've shared all the available information regarding the block in question. All that is left for us is to assure you that we will take all the thoughts you've shared with us as feedback and provide further to our team. You can be sure that we will do everything we can to improve our ways of communication so that you will not experience similar problems in the future.
  
  We are always happy to help a customer directly. Ms. Williamson, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
  
  We hope that we have resolved Ms. Williamson's concerns about the bans on her accounts.
  
  Contact Customer Support
  https://bigfishcasino.zendesk.com/hc/en-us/articles/229717908-Contact-Customer-Support

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23401645
  
  
  
  I am rejecting this response because:
  
  Unfortunately, your reply does not resolve my concerns—in fact, it reinforces the core issue: lack of transparency, lack of accountability, and lack of due process.
  
  
  You’ve stated that:
  
  
  “There is no way to directly reach out to our Trust and Safety team”
  and
  “some of the details… are unique knowledge of the Trust and Safety team itself, so we’re unable to share them with our players.”
  
  
  This is precisely the problem. Big Fish is making account-level disciplinary decisions—which directly impact paying, loyal VIP customers like myself (VIP 13) and my club member (VIP 15)—yet refuses to:
  
  
  Disclose what specific Terms of Use were allegedly violated;
  Share any evidence or data that justifies the account suspension;
  Offer a path for appeal or clarification beyond generic copy-paste responses.
  
  
  
  
  If your Customer Support team is unable to answer these questions and Trust & Safety refuses to communicate directly, then who is accountable when a mistake is made? How are customers supposed to correct or avoid behavior that’s never defined or explained?
  
  
  As I’ve previously stated:
  
  
  I read your Terms of Use carefully.
  I utilized built-in game features (namely gifting chips using gold bars earned through gameplay).
  At no point was I told that this behavior was a violation, nor does the Terms of Use explicitly prohibit it.
  
  
  
  
  If this behavior is against policy, why allow the system to facilitate it? And more importantly, why penalize players without first educating them or issuing a transparent warning?
  
  
  As a paying customer who has spent a considerable amount of money and time building my club and supporting your platform, I find your response unacceptable. If Customer Support cannot address this, I request this issue be escalated to someone who can—whether that is a supervisor, a community relations liaison, or an internal escalation team.
  
  
  This situation is not “resolved.” The lack of clarity, evidence, and accountability is deeply concerning, and I intend to continue pursuing answers until I receive a fair and transparent resolution.
  
  
  Sincerely,
  Ms. Williamson
  (VIP 13 and leader of a legend club) 
  

• Initial Complaint

  Date:05/21/2025

  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 two accounts with Bigfish ****************** and for whatever reason Bigfish won't allow me access to download my games in their game manager anymore. I have NO access to the games that I have purchased from this company anymore.They keep telling me that the email and passowrd I enter to gain access to my game downloads are not correct,when I know they are. I have contacted them for help to correct the problem for months now,and they keep telling me they "have gone ahead and sent me a password reset link" but they never do. I have recently threatened them that I would call the BBB on them,and they are still playing games with me,and not helping me. I have been a Bigfish Games customer for 20 years,why all of a sudden can I not access my games any longer? I do want some compensation for all the grief I have gone through,not being able to access all my games for the last few months. First I want accessability to all the games I paid for,then,I want Bigfish Games to compensate me with 10 free game coupons for all my frustration dealing with a company that dosn't seem to care about customers who already paid for their ************************** can't access the games that I paid for. ,,,,,,Just dispicable of them! Dispicable!!

  

  Business Response

  Date: 05/30/2025

  We understand that  Mr. *** has contacted the BBB in regards to not being able to sign into his Big Fish Games account. We are happy to assist him with resolving this issue as quickly as possible.

  
  Mr.****  
  
  I understand that you are not receiving a password reset link to access your account. Could you please contact your email provider and ask them to mark *************************************** as a Safe Sender? Alternatively, could you please provide us with an alternative email address if you have one (preferably Gmail), and we can update it on your account and send you a password reset link.
  
  We are always happy to help a customer directly.  Mr. **** you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.

  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below, we can quickly work together to assist you in signing into your account.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact.
  
  We hope that we have resolved Mr. **** concerns with signing into his account.

• Initial Complaint

  Date:05/20/2025

  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 am filing a complaint against this company for deceptive and fraudulent practices. They continue to sell chips that have no monetary value. This is most definitely gambling and Big Fish Casino uses deceitful bait and switch tactics with their games. I spent $11,000 over the weekend of May *****. They let me win a little bit and then the zero after zero after zero! They dangle huge jackpots like a carrot in front of you, and then when you DO actually win; its pathetic. Id like a settlement from the company of 80% of my lifetime spending with them. In exchange for this settlement, Ill refrain from filing a class action lawsuit against them for fraudulent and deceptive practices. In addition to the settlement, Ill accept a permanent ban from them. I will also be willing to sign a *** regarding this matter.

  

  Business Response

  Date: 06/07/2025

  Thank you for contacting us. We can see we sent you a response on May 26, 2025. if you need anything further, please contact us at Jackpot Magic Slot Support <[email protected]>

  Customer Answer

  Date: 06/07/2025

   
  
  Complaint: 23357806
  
  
  
  I am rejecting this response because:

   their response was a bogus form email and absolutely nothing was accomplished. 
  
  
  
  Sincerely,
  
  
  
  Pamela Chambers

  

  Business Response

  Date: 06/18/2025

  We
  understand that Ms. Chambers has contacted the BBB in regards to game odds. We are happy to assist her with resolving this issue as quickly
  as possible.

  Ms.
  Chambers,

  I'm sorry to
  hear that virtual wins have been scarce recently. Winning is definitely the
  outcome that all of our players are aiming at and I am sorry to hear if you are
  getting the opposite results and if the reels are being less generous. Jackpot
  Magic Slots is a game of chance, wherein the game results are unpredictable.
  Unfortunately, there is no way on both ends - the players' and ours - to
  determine how and when a win or a loss will occur on an account.
  
  We absolutely want our players to win as much as possible, however, we don’t
  have any technical possibility to adjust the game results even just a little
  regardless of the XP level, VIP tier, spending or frequency of spinning. I
  recommend checking out this help article for helpful tips, tricks, and
  information about our odds:
  
  https://intercom.help/jackpot-magic-slots/en/articles/11377108-odds

  We are
  always happy to help a customer directly. Ms. Chambers, you are always welcome to contact
  Big Fish Games for any account, Big Fish Games app or game related
  questions at any time. In the future, the best way to reach us is through our
  Contact Us Page linked below.

  We hope that
  we have resolved Ms. Chamber’s concerns.

  Contact
  Customer Support

  https://intercom.help/jackpot-magic-slots/en/articles/11272319-contacting-customer-support

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23357806
  
  
  
  I am rejecting this response because:
  
  This is nothing but lip service!  I’m not complaining about “odds”. I’m concerned about games that are literally rigged. Bait and switch tactics. Not honoring wins. Always putting the blame on the consumer, saying it’s our reception when a game goes awry. This is just very bad business. Obviously, my only choice left is to file a lawsuit. Please refer this email to your in-house legal counsel. 

  
  Sincerely,
  
  
  
  Pamela Chambers

• Initial Complaint

  Date:05/20/2025

  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.

  For some reason my accounts have been removed I lost my phone when I got a new one I tried to play my games and they have removed my access to my account I have an account on my tablet it's sassy furrow my friend code is ******** and my account dreamy beech on my phone the number is ******** I had went into my sassy fur account on my Android tablet yesterday and put in a request to reinstate my dreamy Beach account on my phone and this morning when I woke up to play my account on my tablet I was removed also from that account for some reason I would like to be restated both my accounts on my tablet and my phone that is the outcome I am hoping for I've done nothing too have them removed these games help my anxiety tremendously and I've been a player with this one company for years and years and years and years

  

  Business Response

  Date: 05/30/2025

  We understand that Ms. **** has contacted the BBB in regards to the blockage of her accounts. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ****,
  
  Addressing your concern about your disabled accounts, please be advised that your profile has been disabled under our Responsible Gameplay policies. In accordance with our policy, whenever our players reach out to us indicating problems managing their gameplay experience, we want to ensure they have the right information and resources to address areas of concern and assist where possible. We also want to give them the much-needed time to solve their gameplay-related problems, ensuring their well-being and healthy gameplay habits. 
  
  As a result, under our policy, all of your accounts have been blocked from accessing Big Fish Casino and Jackpot Magic Slots for a minimum period of 1 calendar year. We also allow our players to choose a different block period, with all available options being: 1 year, 2 years, 5 years, or a permanent block. Should you desire, we can adjust the ban period to one of the available options upon contacting us with a request to extend the block period. Keep in mind that once issued, this block is irreversible and can not be lifted until the block period elapses.

  Please note that during this time, we will not knowingly allow access to our games and will use reasonable technical measures to prevent this. Trying to bypass this limitation may result in re-applying the exclusion period to ensure the proper time to address all areas of concern.
  
  We are always happy to help a customer directly. Ms. ****, you are always welcome to contact Big Fish Games for any account, ********************** app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
  
  We hope that we have resolved Ms. ****** concerns regarding the block of the accounts.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:05/18/2025

  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.

  Payout in game was incorrect due to a technical problem with the companys application. Despite providing photograph of the problem, my complaint was rudely denied.

  

  Business Response

  Date: 05/19/2025

  We understand that Mr. ******* has contacted the BBB in regards to the payout he won in Thanks Spinning VIP virtual slot on 2025-04-30. We are happy to assist him with resolving this issue as quickly as possible.
   
  Mr. *******,
   
  According to gaming logs of your account, you were spinning in Thanks Spinning VIP slot on 2025-04-30 between 12:59:37 - 13:03:01 PST and during this session won a Major jackpot of *********** virtual chips, Mini jackpot of *********** virtual chips and hit a Sticking Spree feature that awarded you *********** virtual chips. In total you won ************* virtual chips that were successfully credited to your account and took your total from ************** to ************** virtual chips.
  
  Sometimes its easy to miss when virtual chips add to your total from wins, often because they add to the total before the win animation shows up on the screen. Watching the totals before and after placing a bet can help. If youre at a Classic Slot table, opening up the store window will show your full chip total.
  
  We are always happy to help a customer directly. Mr. *******, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to find a solution. This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Mr. ******** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:05/17/2025

  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 have spent ******* in the last 12 months with very limited hits, constant prompts to buy more, constant glitches! Big Fish customer care is deplorable with zero resolution!!! When other players join a room with me the reel bumps or freezes. R Team reels rarely pay out in free chips even when you buy in. They refuse to crack down on suatters. Games are designed to entice children who der18.

  

  Business Response

  Date: 05/19/2025

  We understand that Ms. ********* has contacted the BBB in regards to game odds and freezing issues she has run into during the gameplay. We are happy to assist her with resolving this issue as quickly as possible.
   
  Ms. *****,  
  
  I understand how it feels when things aren't going as expected in the slots. However, the odds in the game are the same for every player and while we'd love to tip the scales in your favor, it's outside of our power to do so. While there is no guarantee, we hope you'll soon enjoy your gaming experience again.
  
  Please be informed that Big Fish Casino needs a constant, stable connection between the device and our servers to run properly. Even when our servers are running with no problems, you may experience slow performance issues or be removed from a table/social slot if the connection is interrupted in any way.
  
  Even if issues are encountered, the good news is that the server should always complete the spin, hand, and/or bet; you will be credited for any win not seen due to the disconnect. In these cases, a pop-up should appear letting you know what you won when you return to the game.
  
  If you would like more information, including steps to troubleshoot in-game issues including freezing, crashing, and connection problems, please refer to the following help articles:
  
  ***************************************************************************************************************
  *****************************************************************************************
  
  We want to make sure we got all your bases covered. If you have any further questions or if all of your inquiries were not addressed in this response, please feel free to reply directly to the message we have sent you thorough our Customer Support email system or reply through this BBB contact.
   
  We are always happy to help a customer directly. Ms. *********, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
   
  We hope that we have resolved Ms. ********** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23344427
  
  I am rejecting this response because:
  

  Game issues are not due to poor internet conditions. I work for the cable I dusty and check my connection regularly. Again, just more lip service with zero resolution. Games are rigged. The more you buy, the more you lose. They refuse to address their deplorable customer service. The *** needs to be contacted regarding their child age graphics that lure underage players. One lol at the site will confirm my concerns. 

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

  

  Business Response

  Date: 05/29/2025

  We understand that Ms. ********* has contacted the BBB in regards to game odds and freezing issues she has run into during the gameplay. We are happy to assist her with resolving this issue as quickly as possible.
   
  Ms. *****,  
   
  Connection issues can affect various devices and apps in different ways. For example, if you load a web page on your computer's browser, it will likely not show any signs of an interruption. In general and for most web pages, less information is required and the browser will store information so it can keep displaying information even if there is an interruption or disconnect. Other mobile apps may be less resource-intensive for a device than the ********************** app as well and not require as strong a connection to their servers to maintain gameplay.
  
  However, a mobile app and online game like Big Fish Casino requires a constant connection to our servers. Information such as the results of spins, the account's changing chip total, and all the graphics and animations are sent through that connection. Due to this, if there is any disruption between the device and our servers, connection issues can occur.

  Should you run into any technical issue during your gameplay, please provide us with date & time of the incident, time zone you are located in, name of the slot you were playing and screenshot/ video recording of the issue (if available) so we will be able to investigate this further.

  Additionally, please note that players must be 18+ to access Big Fish Casino & Jackpot Magic Slots per the Big Fish Terms of Use. (************************************************)

  For more information, please see the following help article:

  *****************************************************************************************************************************************************
   
  We want to make sure we got all your bases covered. If you have any further questions or if all of your inquiries were not addressed in this response, please feel free to reply directly to the message we have sent you thorough our Customer Support email system or reply through this BBB contact.
   
  We are always happy to help a customer directly. Ms. *********, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
   
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
   
  We hope that we have resolved Ms. ********** concerns.
   
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:05/03/2025

  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 paid $1000 for in game services. Do tue glitches with this providers app, I lost the total value of my purchase. When I complained, they only offered me approximately $20 in compensation insisting I provide proof of the glitches occurring. I could not do this as they were random and the screen would just go black. After many complaints they failed tk reimburse my money or in-game purchase ammount.

  

  Business Response

  Date: 05/07/2025

  We understand that Mr. ******** has contacted the BBB in regards to disconnections he has encountered during the gameplay. We are happy to assist him with resolving this issue as quickly as possible.
   
  Mr. ********,  
   
  We generally must go off of the data that is recorded in the gaming logs. I pulled up your account, and I can see there have been some disconnects while playing recently. While we are usually unable to offer reimbursements for connection issues, as a courtesy for the situation, Ive been able to add 1B virtual chips to your account, increasing your total from ********* to 1,00********* virtual chips as of this writing.
   
  There are a variety of reasons that connection errors can occur. We do everything we can on our end to maintain a strong connection and account for failure, but ultimately that connection between your device and our servers is outside of our control.
   
  Ive listed a great help article below with further information:
   
  ***************************************************************************************************************
   
  Please let me know if youd like additional steps to help with connection issues and Ill be happy to provide them. Also, should you run into any issues during the gameplay in the future, please provide us with the date & time of the incident, time zone you are located in, name of the game you were playing and screenshot/ video recording of the incident (if available) so we will be able to look into that further.
   
  We are always happy to help a customer directly. Mr. ********, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
   
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
   
  We hope that we have resolved Mr. ********* concerns.
   
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23281492
  
  I am rejecting this response because: They had glitches resulting in lost money.  This is totally unacceptable.  They just give the runaround.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/29/2025

  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 started my membership in 2007 and it continued through 12/2024. When they canceled it. From 2022 through 2024 they took my monthly payments but didn't give me my credits. They are telling me there is nothing they can do about it. I have tried to open the Games I purchased prior to this and tried to use the credits I do have and they don't work either. So they are telling me that I paid $6.99 per month from 2007 to 12/2024 for nothing. I need help with this. It is wrong on every level.

  

  Business Response

  Date: 05/14/2025

  Big Fish Recent BBB Correspondence:
   
  
  We understand that  Ms. **** has contacted the BBB in regards to missing points from her Big Fish Games account. We are happy to assist her with resolving this issue as quickly as possible.
   
  
  Ms. *****  
   
  As you have used multiple email addresses,
   
  You currently have 2 accounts. One registered to ******************* and one to **************** You currently have ***** Big Fish points in your *************** account. If you forgot your password, please follow the steps below to reset it:
  Visit the Sign In page.
  Click the "Forgot Your Password?" link.
  Enter the email address associated with your account and click "Next."
  Open your mailbox and click on the "password reset link" you received, and you will be redirected to the website.
  Type the new password, making sure that it meets the security requirements (Special characters, numbers, minimum of 10 characters)
  
  are always happy to help a customer directly.  Ms ***** you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below, we can quickly work together to locate your unused Big Fish Points.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact.  
   
  
  We hope that we have resolved Ms. ***** concerns with her Big Fish Points balance.
  
  Contact Customer Support
  ***********************************************************************************************