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:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello-I have been buying and playing on Big Fish Casino"s Apps "Big Fish Casino" and "Jackpot Magic Slots" for over 10 years now. In that time, I am embarrassed to admit that I have spent close to $200,000 (or more) to play their "free" slot/casino type games. My "BFC" Account name is ********-My friend code is ******** & I'm a Tier 14. My "JMS" Account name is ************ friend code is ******** and I'm a Tier 15. I have always been a loyal, paying customer. Yet, today, after I purchased yet another large chip package (and was in the middle of playing), my JMS account was suddenly banned with the code 7CE474. Prior to this, I had received a message this morning from the **************** speaking about "not sharing my information ", etc. I did not think it pertained to me, but then this happened. With all of this said, over the years I have spent an exorbitant amount of money with Big Fish and it is not fair to have my account banned. It is bad enough that the app seems rigged and certain players receive preferential treatment, but I have spent a lot of time and money building my tiers with these Apps. I would truly appreciate the opportunity of having my account restored. Thank you very much for your time.

  

  Business Response

  Date: 04/02/2024

  We understand that  ********************** has contacted the BBB regarding the account ban. We are happy to assist her with resolving this issue as quickly as possible.
   
  **********************, 
   
  After taking a look into your account, we saw some unusual activity on the account that violates our Terms of Use?, and due to this activity, the account has been banned. I have a link to our Terms of Use below:
   
  Terms of Use
  ************************************************
   
  We kindly ask you to follow the instructions sent by our Customer Support Team in order to resolve the issue with the account ban.
   
  We are always happy to help a customer directly.  **********************, 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 discuss the account ban.  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 ************************** concerns with the account ban.
   
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21489081
  
  I am rejecting this response because: I have been a loyal customer and dedicated over 10 years and $200,000+ building my tier level with this app. I am being told that my account showed unusual activity , however, they did not inform me of what this supposed unusual activity was and did not provide me with any type of correspondence explaining and/or asking me about this issue prior to just abruptly banning my account. It is incredibly unprofessional and unwarranted and there is absolutely no proof of any wrongdoing on my part. I am requesting that my account be restored and that I will not be subjected to any type of backlash regarding these unfounded allegations.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/12/2024

  We understand that  ********************** has contacted the BBB regarding the account ban. We are happy to assist her with resolving this issue as quickly as possible.
   
  **********************, 
   
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with players directly.
  
  Our Team has requested some specific information through our Customer Support email system (ticket ID is ******* for reference). Unfortunately, your reply is yet to be received. As soon as you send over to us the requested details, we will be able to check whether the account passes the security check.
  
  We are always happy to help a customer directly.  **********************, 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 discuss the account ban.  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 ************************** concerns with the account ban.
   
  Contact Customer Support
  ***********************************************************************************************
  
  

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account in this game ( Jackpot Magic Slots )Out of the blue im banned with no warning I didnt get any answer about the reason

  Customer Answer

  Date: 03/25/2024

  My fc is 86794223

   

  this is like my identity for them in game

  Customer Answer

  Date: 03/27/2024

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

  35907

  

  Business Response

  Date: 04/05/2024

  We understand that **************** has contacted the BBB in regards to account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Our account blocking system is irreversible, therefore we will not be able to lift the block for you.
  
  Id also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future:
  
  ************************************************
  
  Additionally, we would like to point your attention to the fact that sharing your account credentials with others or allowing unauthorized access to your account is strictly prohibited and violates the Terms of Use. This will lead to an immediate and permanent account ban.
  
  We are always happy to help a customer directly. ****************, 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: 04/07/2024

   
  Complaint: 21484372
  
  I am rejecting this response because:
  
  there should be a message for me anout my account maybe someone had access and the game shouldve let me know so I can secure my account

   

  this is what I did I cchanged my passwrods and all to secure my phone and all accounts

   

  how can we have a fix for this and I accept a retrieve of the account with a warning im more careful now and have better passwords

   

  please help resolve this as I spent a lot on this account and I understand your decision but more need your help to avoid this type of issues 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/25/2024

  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.

  Hey there I play a virtual game called jackpot magic slots Ive had no warning what so ever Ive not violated any terms of use I e not played private and passed chips to anyone.. I want my account unbanned please Ive been extremely good customer to jackpot magic slots.. its weird this because it was only days ago I wrote in about been bullied attacked while in play and now Ive been banned Ive always been polite to players and to customer service as a good customer curtesy could I please get this over turned and whatever your excuse is for banning me explain it and Ill know not to do it again if I have done anything!

  

  Business Response

  Date: 03/29/2024

  We understand that **************** has contacted the BBB in regards to account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,  
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Customer Support doesn't have access to the full investigation of the case, so we must comply with it.
   
  Our account blocking system is irreversible, therefore we will not be able to lift the block for you.
   
  Id also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future:

  ************************************************
  
  We are always happy to help a customer directly. ****************, 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: 03/29/2024

   
  Complaint: 21482519
  
  I am rejecting this response because:

  Thank you for reply! Without sounding rude I know the ban is irreversible a friend of mine as just had hers lifted by going through bbb! I had no warning no message nothing Ive been banned with no explanation why!? Ive genuinely done nothing wrong! I wrote in last Thursday regarding two players that are violating your terms of use and bullying players! Me been one of them Ive always had the upmost respect when writing in to your customer services Ive literally done nothing wrong I dont play private I dont pass chips on all Im asking for is for explanation and for this to be rectified please.. it was only last week I had a member of your team congratulating me on reaching T15 and I had issues with the shop so she explained to me what I needed to do.. from me writing regarding two players and sending screenshots Ive been banned why!?

  please as a one off curtesy could this not be rectified Ive been a good loyal customer to BF 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/09/2024

  We understand that **************** has contacted the BBB in regards to account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,  
  
  Since the Trust and Safety team is a separate entity from Customer Support, we are unable to discuss or comment on any decision they have made, however, we can confirm that before ban was placed, several warning messages were sent to you. Please note that it's forbidden to buy or transfer chips from any other sources outside of the Jackpot Magic Slots.

  If you run into any players that *** be violating our terms of use, please provide us with some additional information about these players'profiles and screenshots of these players' inappropriate behavior so we will forward it to the relevant department for further investigation.
  
  We are always happy to help a customer directly. ****************, 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 **************** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21482519
  
  I am rejecting this response because:

   

  I have been bullied and stalked for months. I have even written into you trying to stop it. You guys did NOTHING. (See attachments of the bullying and threats) You guys tell me to snitch on players not being fair... I do and then I get banned because they retaliated. How is that fair??!?! I got a new phone and you guys are saying I'm buying chips from someone when I DID NOT!!! I was warned for playing in private and friends rooms due to the stalking. I took it seriously and was playing like an ***** only to continually get bullied in and off app and now they win because you guys side with them. you've got it all wrong. Please make this right seriously.... I didn't do anything. It is reversible and ive seen it. you've even responded to some people on here by saying as a one time courtesy we have unbanned your account. Please unban mine so I can get a new friend code to merge it with and hide from these evil evil people causing misery in my life. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Hello, thank you for your help My name is ******/***************, my FC at Big Fish is ********. Ive been playing at this site for many years and have spent thousands upon thousands of dollars to play. I recently went to sign in and was unable to do so. A message saying my account has been banned came up. I was given no reasoning nor explanation for this *************** on their behalf and am completely shocked that a supposedly reputable company like this would behave in such an unprofessional manner. I also sent an email requesting assistance and asking why I was banned but did not receive a response.I wish to have my account reactivated and I would like an explanation as to how and why this would happen at all. Its unprofessional, its total and complete ignorance and disrespect on every level of unacceptable behaviour from them. Youd think they would learn to work with those of us that pay their salaries and keep them in business.

  

  Business Response

  Date: 03/27/2024

  We understand that  ********** has contacted the BBB regarding the account ban. We are happy to assist him with resolving this issue as quickly as possible.
   
  **********, 
   
  Big Fish is the only authorized seller of the in-game virtual currency and any attempts to sell and/or buy virtual currency outside of our app lead to a permanent and irreversible account ban.
   
  After taking a look into your account, we saw some unusual activity on the account that violates our Terms of Use?, and due to this activity, the account has been banned. I have a link to our Terms of Use below:
   
  Terms of Use
  ************************************************
   
  We are always happy to help a customer directly.  **********, 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 discuss the matter. 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 the account ban.
   
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21469293
  
  I am rejecting this response because:
  

  Hey there ******!! 
  

  Thank you for your response! Firstly I have not bought out of the app or made any attempts to do so!! Secondly, Yes I have played with friends in rooms and *** also been invited to play I dont know if these have been friends or private rooms because Ive been invited. And if they have been friends or private Ive not been aware of this to make that clear!! Thirdly if this is the issue why do you make it available to play friends or private surely removing these options would prevent players from losing there accounts!! Lastly you havent followed protocol I was made aware there is steps to be made before a permanent ban! Which is a 48hr ban then a 7 day ban then permanent. Four steps have been missed! This app is meant to be a free app the lengths that is gone to to make sure your loyal players no longer enjoy the app.. things arent been addressed as they should be you should be making players aware of there wrongs before jumping straight to a ban its unfair especially when u have spent what I have in the app.. I please ask that look at this again and as a gesture of goodwill rectify the wrongs and please reinstate my account!! 
  
  

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

  

  Business Response

  Date: 04/04/2024

  We understand that  ********** has contacted the BBB regarding the account ban. We are happy to assist him with resolving this issue as quickly as possible.
  
  **********, 
  
  We understand your frustration regarding the account ban. Still, the Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with players directly. We have our internal procedures that we must comply with.  Our account blocking system is irreversible, therefore we will not be able to lift the block for you.
  
  Big Fish is the only authorized seller of the in-game virtual currency and any attempts to sell and/or buy virtual currency outside of our app lead to a permanent and irreversible account ban. Id also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future:
  
  Terms of Use
  ************************************************
  
  We are always happy to help a customer directly.  **********, 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. 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 the account ban.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21469293
  
  I am rejecting this response because:
  

  Thank you for your response however this is the same exact automated response previously received.  I have seen many others and heard of others mention their ban being reversed.  There have been screenshots of others posted online that show their emails and communication with BF that stated their ban was lifted as a 1 time courtesy or for other reasons. I have been a loyal customer to JPMS and you would like to treated with the respect that I have given.  You have asked me to read the TOS.
  
  
  If you are saying this ban is irreversible then please delete the account so that I can make a new account and spend $50,000+ again on a new account.  Currently your ban does not let me download the game to make a new account. 

  
  Sincerely,

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

  

  Business Response

  Date: 04/12/2024

  We understand that  ********** has contacted the BBB regarding the account ban. We are happy to assist him with resolving this issue as quickly as possible.
  
  **********, 
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with players directly. The decision of the Trust and Safety Team is final and not a subject of dispute in this case. We apologise again but, unfortunately, the account cannot be deleted when it was banned due to the violation of our Terms of Use. Thank you for understanding. 
  
  We are always happy to help a customer directly.  **********, 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. 
  
  We hope that we have resolved Mr. **** concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I play big fish casino games and purchase lots of virtual coins to play there games , on one occasion I won a major jackpot which should of paid out ***** trillion virtual coins ,but I was only paid out ***** trillion coins bf won't accept this, I have proof I won that amount and I am asking you to please ask big fish casino why there not paying me out correctly, my friend code for the game is 87079263,I will attach a screenshot of my win , what I'm owed would cost a small fortune to buy on there game site, thank you ,Regards *******************

  Customer Answer

  Date: 03/23/2024

  Hi BBB , without any warning big fish casino has removed my account without any explanation at all ,I'm absolutely gutted they did this and for what reason I don't know, please see screenshot attached of my account being closed,pleased can you ask them why they've closed my account without any reason.  Thank you .

  

  Business Response

  Date: 03/27/2024

  We understand that  ************ has contacted the BBB regarding the account ban. We are happy to assist him with resolving this issue as quickly as possible.
   
  ************, 
   
  Please note that we have blocked the account associated with this message from playing (Big Fish Casino/Jackpot Magic Slots) due to responsible gameplay policies. Because this block is irreversible due to the nature of the concerns you raised, we are unable to lift the block and have put technical measures in place to prevent future access by the account holder.
   
  We are always happy to help a customer directly.  ************, 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 discuss the matter.  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 the account ban.
   
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/01/2024

  Hi BBB please can you close my complaint with big fish I can't pursue a matter that there will be no correct out come, this company is run by mercenaries whose only aim is to extort as much money from an individual as they can, they care about no one only about money,there past lawsuits and terrible reviews on certain websites reveal this,they've banned me and I'm done with this company for good.

  Kind regards *******************.

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on Jackpot Magic Slots on March 8,2024. I purchased the piggy bank for $49.99 and it was supposed to give me ************* plus 100% which would have given me **************. I only received the 6 billion. Every time in the past I have always received the amount currently shown plus the 100%. This did not happen and also after purchasing the piggy bank, it started back over at about 2 billion. This is normal and at the time was no cause for concern. I began playing with my 6 billion and quickly accumulated over 3 billion in the piggy bank. Within a certain amount of time my piggy bank had dropped back down to barely 2 billion again and all that progress was lost. I have contacted them about these issues and all they could say was they apologize and give me 75 million as compensation. I should have had my full 12 billion as that is false advertisement. I also don't understand how my piggy bank could go from ************* to ************* for absolutely nothing and I had to start accumulating all over again. I contacted them multiple times and didn't get any satisfaction. No real compensation or my piggy bank adjusted. I asked for my concerns to be forwarded to someone else and was denied. I spoke to ******** multiple times and felt she was rude and unsympathetic. Understand I've spent thousands of dollars on this app. I don't get weekly bonuses like other members and I don't receive any special VIP benefits either. There are members who get weekly comps but I don't. I've dealt with numerous games glitching and not being properly compensated and it's unfair. I enjoy the game so much but when you're dealing with issues that aren't being addressed it makes me not want to play or support this app any longer. My friend code is (********). Please look into this. Thank you for your attention!

  

  Business Response

  Date: 03/21/2024

  We understand that ********************** has contacted the BBB concerning the ********** issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************,  
  
  We are sorry that you feel that you are treated not as expected. We value you as our loyal and dedicated customer. As for the ********** purchase, we would like to clarify that confusion with the received amount occurred due to a visual glitch. We genuinely apologise for this incident and took measures to prevent such instances. The compensation amount has been issued recently. Unfortunately, we cannot issue a bigger compensation at this time.
  
  We are always happy to help a customer directly. **********************, 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 discuss your weekly bonus and ********** issue.  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. Ehigiators concerns with the ********** issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/21/2024

  I reject this response because once again no one is addressing both issues that occurred on March 8th, 2024. I can understand the 100% being already included when I purchased the piggy bank. That's fine but the other issue was after I purchased it and the piggy bank reset to 2 billion. I spent the 6 billion accumulating the piggy bank back over 3.5 billion coins because every time it is purchased the coins accumulate faster. Then within hours it dropped back down to barely 2 billion. This has never happened before and it shouldn't have happened this time. We can go back and forth but it really doesn't do me any good because nothing has been done about it. I am back up to over 4 billion in my piggy bank but because of what happened I should have had well over 6 billion accumulated in there. I had to start all over again. That is not fair. I've purchased my piggy bank multiple times and I know how quickly it grows and it never increases and then suddenly drops. Your engineers need to look at my account and see what happened. I'm not asking for compensation. I want my piggy bank to where it should be if possible. I want reassurance that if I purchase it again which I more than likely will that this won't occur again. 

  

  Business Response

  Date: 03/29/2024

  We understand that ********************** has contacted the BBB concerning the ********** issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************,  
  
  We genuinely apologise for the negative experience you received. The fluctuation of ********** savings were related to the technical hiccup and occurred while our engineers were working on the fix. Due to some changes on backend the amounts were different. We completely understand your confusion and we do understand that the issue our customer faced is unacceptable. We value you as our loyal customer and took immediate actions to eliminate such instances in future. Once again, please accept our apologies for this confusion and inconvenience.
  
  We are always happy to help a customer directly. **********************, 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. 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. Ehigiators concerns with the ********** issue.
  
  Contact Customer Support
  ***********************************************************************************************
  

  Customer Answer

  Date: 03/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made and although I don't find it satisfactory, I don't want to continue to go back and forth. It's over and done with and I'd like to move on.

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

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 8 years of being on Jackpot Magic Slots these guys have made excuses for every single thing and have never EVER rectified a situation. We are apparently supposed to just accept everything they say and they never accommodate. They are consistently inconsistent. Its never the same across the board. They make up rules as they go and it only benefits them. They are so greedy. I am a tier 16 and do not feel like royalty. I am stuck on a c*** weekly bonus boost of 10 bil not based off my spending yet I see tier 14 with ************************************** that they cant change it... uh huh sure. Everyone else has a weekly boost based of what they spend but I sure don't. At my tier and experience 10 Bil is a JOKEEE. Then I purchased my fishy with it said it was 11 billion plus 100% bonus last week and it didn't give it to me. I wrote in and they said sorry it was a glitch... NO it was false advertising. I would of bought a spin pack if it wasn't saying 11 bill 100% (22 Billion total). They also banned several of my friends FOR NO Reason what so ever. How can you sit there and let someone spend thousands of dollars and ban them with out even explaining what they did wrong? This company needs a reality check in who pays their checks. They have absolutely no customer service.

  

  Business Response

  Date: 03/21/2024

  We understand that **************** has contacted the BBB concerning the boost amount. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,  
  
  We are sorry that you feel that you are treated not as expected. We value you as our loyal and dedicated customer. Recently, some changes to the boosts have been implemented and started receiving bigger boost amount. Let us clarify that Monday bonus cannot be applied to your account as you already have better benefits as *** Tier 16 player. This includes early access to brand new virtual slot machines, special ***-only virtual slot machines, higher purchase multipliers, frequent promotions, freebies, as well as the *** Lounge, and even more!
  
  As for the ********** purchase, we would like to clarify that confusion with the received amount occurred due to a visual glitch. We genuinely apologise for this incident and took measures to prevent such instances. The compensation amount has been issued recently.
  
  Speaking about other accounts you mentioned, we can discuss account-related matters only with the account owner. 
  
  We are always happy to help a customer directly. ****************, 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.
  
  We hope that we have resolved ****************** concerns with the boost.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21437009
  
  I am rejecting this response because:
  The only Tier 16 benefits that you mentioned that only benefit Tier 16 is the highest multiplier. Every other benefit you mentioned applies to Tier 10 and up. So no I don't receive the highest bonus based off my spending. I know for a FACT tier 14 and 15's get higher weekly bonuses than I do and I buy MUCH more than they do. Why are you not consistent across the board? One tier 16 gets 1 bil daily, another tier 15 gets 5 bil daily, another Tier 16 gets 1 trillion based on their spending, another tier 15 gets 260 bil based off their spending. You stated that it recent went up... recently as in 1 week ago I got 60 bil instead of 10 bil, that should make me excited? Based off what I spent it should at least been DOUBLE what you gave me last week if not triple. The fish bank compensation you speak of is 300 mil instead of the additional 11 billion you were supposed to provide. I don't care about a glitch it is false advertising. I purchased it due to YOU guys stating another additional 11 billion that it was supposed to be 22 billion. How is that my fault? ANDDD another thing. I was almost complete with my triple feature in Celebration wins on 10X-20X multiplier for ultra coins on 02/07/2024 at 1:54 PM Central time it showed ***** towards bonuses (see picture) it states view bonuses only happens if you don't have enough to collect said bonus (***** is needed to collect the bonus). Minutes later I went back to collect and it reset to Prize Pavilion instead of the Golden Gallery like it should of. I never got to collect the last one or the 10x - 20x Ultra coins and you guys refused to make it right. I NEVER PLAYED THE ULTRA coins based off my spins ( was spinning 1-2 bil per spin) and it was based on average spins. I potentially could of won a trillion or more. 

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

  

  Business Response

  Date: 03/29/2024

  We understand that **************** has contacted the BBB concerning the boost amount and the Celebration Spins slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  We genuinely apologise for the negative experience you received. We completely understand your confusion and we do understand that the ********** issue our customer faced is unacceptable. We value you as our loyal customer and took immediate actions to eliminate such instances in future. Once again, please accept our apologies for this confusion and inconvenience.
  
  Speaking about your weekly bonus, we would like to clarify that the boost you are getting is the maximum allowed amount this time. Our system calculates virtual chips and spins based on a proprietary formula that takes several criteria into account. We value you as our dedicated customer, still, we cannot change the automatic calculations and our hands are tied here. As the boost is calculated by the system, let us assure you that there is no biased treatment.
  
  As for the Celebration Spins slot, we have reviewed the game session you were referring to and observed that when you opened the last box for 5000 tickets on 2024-03-09 at 05:11:13 AM PST, the Double Up Feature was triggered. This happens when all boxes are opened and you won ******* virtual chips from the last box that was opened and ********* virtual chips from the Double Up Feature.
  
  We are always happy to help a customer directly. ****************, 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.
  
  We hope that we have resolved ****************** concerns with the boost and the Celebration Spins slot.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21437009
  
  I am rejecting this response because:
  

  So what you're saying by your response is that you won't do anything and you agree with everything I say except the celebration spins. 

  I'll eat the Monday program because we all know you won't do it.

  I want my 11 billion chips because your issues aren't my fault and you should make it right.

  I didn't get that on that date I was still opening my boxes for ***** in Celebration spins on 02.07.2024 look at the screenshot. It doesn't say view bonuses if there is a bonus ready. it says bonus ready if I reached the amount to collect a bonus... it started all over at ***** right after i took this screenshot. 

  A new issue I have is the way you guys keep upping the amounts needed to complete an event yet I dont ever get to finish them. I was at 92% complete So if the end prize is 29.3 bil seems to me you owe me 26,956,000,000 in coins. You guys just need to play fair you are greedy and its just flat out ridiculous. You have never made a situation right just the same robot reponses saying no too bad. See screenshots

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

  

  Business Response

  Date: 04/15/2024

  We understand that  **************** has contacted the BBB in regard to the Celebration Spins slot and side game. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  We understand your frustration with the challenges in the recent event, still, there is nothing much we can do to change the milestones since the event has ended already. However, we appreciate your feedback and will make sure to pass it on to our Product Team so that they will be able to consider it while setting up future games and events. 
  
  As for the Celebration spin slot, we have forwarded the information you provided to our engineers; they are currently looking into it. Once there is an update, we get back to you immediately. 
  
  We are always happy to help a customer directly.  ****************, 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 discuss the matter.  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 ****************** concerns with the Celebration Spins slot and side game.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/21/2024

   
  Complaint: 21437009
  
  I am rejecting this response because:
  I bet 5 billion and only one 21 bil on your c*** free spins I would of gotten more than that if you system didnt mess up. This is so unfair Im so tired of being continuously disappointed. You tell me it was a glitch for the 100% piggy bank (11.8 bil) I didnt receive but yet someone else complained on bbb and got it back see screenshots. Make this right 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/30/2024

  We understand that **************** has contacted the BBB concerning the ********** promo. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,  
  
  We are sorry that you received such a negative experience. We would like to clarify that confusion with the received ********** amount occurred due to a visual glitch. The multiplier wasnt shown when it was actually applied and the amount you received was the correct one. We genuinely apologise for this incident and took measures to prevent such instances. The compensation amount has been issued recently. With all our desire to help you, unfortunately, there is nothing much we can do here as this is the maximum amount we can give out at this time. Thank you for understanding. 
  
  We are always happy to help a customer directly. ****************, 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.
  
  We hope that we have resolved ****************** concerns with the **********.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I play virtual slots game called Jackpot Magic Slots which is a part of Big Fish Games. On March 07, 2024 at 10:50am CST I hit 5 hearts on *** bet in Gummy Drop World Tour which should have awarded me the 4.5 trillion jackpot. I have attached screenshots of my win and the games how to play instructions. I contacted customer support and on March 7, 2024. I received an automatic reply which I responded to that my request is technical issue. On March 10, 2024. I received an email that the gummy drop team was working hard to determine the cause. On March 13, 2024 I received an email stating they didnt have a timeframe however my issue was being escalated. I have spent a ton of money on their app. They have done nothing to resolve my issue only saying they are investigating what happened. In reality there is nothing they should need to investigate they should pay me my jackpot win its very clear from the screenshot I provided to them that I hit 5 hearts on *** bet. Something is wrong and they are not doing anything to resolve the issue. I would like to resolve this with them because they owe me *****************. 4.5trillion chips. My friend code is ********

  

  Business Response

  Date: 03/19/2024

  We understand that Ms. *** has contacted the BBB in regards to the combination she hit in Gummy Drop! World Tour slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ****
  
  We have forwarded your report to our engineers' team so they will investigate this further. We appreciate you taking the time to share your experiences. 
  
  In the meantime, while your report is being investigated, we have added the jackpot amount displayed on your screenshot to your account. This takes your total from ************** to ***************** virtual coins at the time of this message.
  
  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 ************ concerns with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ashleigh ***

• Initial Complaint

  Date:03/14/2024

  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 8th February around ***** am my time I hit the 5 hearts in gummy drop VIP slot on *** bet and did not recive the jackpot which at that moment was 122T.Since I was playing very fast did not catch the screenshoot but the hit is visible in club bonuses as 1.8T After several emails I am still waiting for anyone to send me any response.I did not recive even one return message.

  

  Business Response

  Date: 03/20/2024

  We understand that Mr. ****** has contacted the BBB in regards to combination he hit in Gummy Drop! World Tour slot. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ******,
  
  We have forwarded your report to our engineers' team so they will investigate this further. We appreciate you taking the time to share your experiences. 
  
  In the meantime, while your report is being investigated, we have credited the jackpot amount you should have received for hitting that combination to your account. This takes your total from ********** to 10,800,0********** virtual coins at the time of this message.
  
  We are always happy to help a customer directly. Mr. Alazme, 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: 03/27/2024

  After writing to you I finally got a response from the game support but still they refuse to give me the amount of the ** that was at thd time I hit it. 
  
  Yes they pay me a little 10T so they know I did hit it but the ** was 122T and they are finding all kind of excusea to not pay it up in virtual game coins. 
  
  Can you please help with this issue because I think that it isn't fair to pay the amount of todays ** instead of when I was playing and hit it. 
  
  Thank you in advance
  Khaled

  

  Business Response

  Date: 04/05/2024

  We understand that Mr. ****** has contacted the BBB in regards to combination he hit in Gummy Drop! World Tour slot. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ******,
  
  Please be advised that without a screenshot of the jackpot hit virtual chip amount credited to your account is the maximum that we are able to provide you with for the issue.
   
  As a one-time courtesy, to show our appreciation and make up for the inconvenience caused, we credited your account with additional ***************** virtual chips on the 21st of March at 04:26:54 PST.
  
  We are always happy to help a customer directly. Mr. Alazme, 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.
   
  We hope that we have resolved Mr. ******* concerns.
   
  Contact Customer Support
  ***********************************************************************************************
  
  We are committed to Responsible Play. Click here for more information. You can also find that information here: *********************************************************************

  Customer Answer

  Date: 04/05/2024

  Hello,
  Thank you for your response but the issue is that they know what I played at what time I played and what I hit and still don't want to payout.
  
  Every spin we make is evidented in their sistem and they proven it to all players many many times.
  When anyone is complainint to them about not reciving some virtual coins in the game they have all the answers in a second how much was bet and how much was credited to the player. 
  
  It happened to me and many others but now that the jackpot is very high ( even if we talk about virtual coins ) they have a problem to payout. 
  
  I am not satisfied to be cut off like this after so many years of playing the game and purcasing virtual coins on daily bases because it's impossible to play the game and enjoy it without constantly buying. 
  
  So at least I espect to get what I hit in the game, and pointing out IT IS VIRTUAL MONEY so will only give me few days of free play nothing else. What is the problem with getting what I won in the GAME.
  
  Thank you

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/8/24, I made a purchase from a ********** promotion which was advertised as the amount of chips show plus another 100%. I have tried working with Big Fish but I am not satisfied with the response. I have attached correspondence I have had with Big Fish plus a copy of the amount I paid. Please tell me if I am wrong to assume that I should have received an additional 2.5 billion chips.

  

  Business Response

  Date: 03/19/2024

  We understand that ******************** has contacted the BBB in regards to ********** purchase he made on the 8th of March. We are happy to assist him with resolving this issue as quickly as possible.
  
  ********************,
  
  Please be advised that the amount of virtual coins you received while purchasing ********** already included extra 100%. I sincerely apologize for any confusion caused by visual glitch in the user interface. While we strive to maintain a high quality of our service, unforeseen technical difficulties can still arise in any online platform. We want to assure you that our dedicated team of developers has diligently analyzed the root cause of the problem and taken all possible measures to prevent it from happening in the future.

  As a token of our appreciation for your patience and understanding, we have credited your account with some virtual complimentary coins on the 14th of March. Once again, we sincerely apologize for the inconvenience and thank you for your understanding.

  We are always happy to help a customer directly. ********************, 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.
  
  If you reply through that message or our Customer Support email system 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. Collotons concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/19/2024

  This is not an acceptable response. I have attached a recent purchase I made from the ********** sale and received the correct amount of chips. No where does it say that the 100% was included. When I made the purchase in question, I thought I would be getting double the amount shown in the sale. Big Fish admitted that there was a glitch and has fiixed it. However, I think that they should honor paying out the extra chips, since there was no mention of it being included in the sale. The amount of chips that I was credited (144 million)was no where near the amount I should have received (2.5 billion).

  Customer Answer

  Date: 03/19/2024

  This is not an acceptable response. I have attached a recent purchase I made from the ********** sale and received the correct amount of chips. No where does it say that the 100% was included. When I made the purchase in question, I thought I would be getting double the amount shown in the sale. Big Fish admitted that there was a glitch and has fiixed it. However, I think that they should honor paying out the extra chips, since there was no mention of it being included in the sale. The amount of chips that I was credited (144 million)was no where near the amount I should have received (2.5 billion).

  

  Business Response

  Date: 03/28/2024

  We understand that ******************** has contacted the BBB in regards to ********** purchase he made on the 8th of March. We are happy to assist him with resolving this issue as quickly as possible.
  
  I apologize again for any confusion this visual glitch may have caused. We have passed along your feedback to our engineers team and can assure you that steps have been taken to prevent similar occurrences in the future. Additionally, kindly note that the amount of virtual chips credited to your account on the 14th of March was the maximum that we were able to credit for this situation. We value your understanding and thank you for providing us with your thoughts and feedback about recent ********** sale.
  
  If you reply through that message or our Customer Support email system 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. Collotons concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21435904
  
  I am rejecting this response because:

  Big Fish acknowledged that there was a problem (I have attached the response the business sent to me). How am I supposed to know that the 100% was included. I was expecting double the amount of chips shown in the sale. I only received the amount shown. As I stated previously, Big Fish did credit my account 144 million chips. It was no where near the 2.5 billion chips I was due. This was a case of false advertising, since it did not state in the ad for the sale that the 100% was included. I dont know who at Big Fish is reading this complaint but I feel it should be passed on to the *** for his opinion.
  
  Sincerely,
  
  *********************