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:03/14/2024

  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.

  Hello: I am writing to you today because of incident that occurred on the Jackpot Magic Slots. Not only was my account banned for 7 days I had 100 billion chips taken from my account. I am a leader of club and have been for years. I dont involve myself in drama and people think of me as the peace keeper. I have never violated any terms of use on this app. I spend lots of money and have proof thru my Apple Pay showing purchases made almost daily. I play private rooms with my husband and a couple friends on the app. I play in shared scatter rooms to help myself and my teammates. It was leaked a few months ago that we have a plant on our team. When she was in my group her name was lady di. She was a nuisance on the team asking for boots from teammates and asking teammates if I had boosted them. She has told false information and had my name smeared throughout the app. She has people reaching out to my members and telling them to contact them to get good deals. Meaning purchasing chips using an outside source. I have included pics of the two women *** and ***** who are asking people to contact them. I also included pictures of the two women ******** and lady ** now named smart gem who were the ones involved in the incident. I am appalled at these accusations against me. I am very honest in real life and on the game. I also included the ******** post with *** telling people how to buy chips illegally. I want my chips returned to me and I also want billions more for this disgusting situation. I spend to much time and money on this app to have it taken away because of lies. I was embarrassed and still am embarrassed that everyone knows my account was banned. This should have never happened. I am being defaned by your employee and they say they represent your company, thats a big problem. I would be more then happy to discuss this futher over the phone if needed. My friend code is ******** Thank you in advance. *************************

  

  Business Response

  Date: 03/18/2024

  We understand that ************** has contacted the BBB in regards to temporary ban of her account. 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 must trust and abide by the decisions they make. Along with that,we would like to point your attention to the fact that Jackpot Magic Slots is the only authorized seller of the in-game currency,therefore, buying/selling chips from/to any unauthorized individuals is violating our terms of use and will lead to an immediate and permanent 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:

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

  In addition, we have forwarded your report to our Trust& Safety team so they will take appropriate actions if this player is found to be violating our terms of use. If future problems occur with this player or other players, do not hesitate to reach out to us and we will look into this.
  
  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 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: 03/19/2024

   
  Complaint: 21435585
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/20/2024

  To Whom It May ************** I am writing to you today in regards to my account being banned on Jackpot Magic Slots.  The only resolution I am looking for is my chips being returned that were STOLEN from me.  This is in the amount of 100 Billion.  I also want another 100 Billion or more chips for the defaming of my name all over the game. This would include the two women screen names ***, and *****.  These two women were using my name to lure people to contact them outside the app to make illegal purchases of chips.  I have screen shots to prove this.  I was banned without warning for 7 Days and my chips taken.  My husbands account was also banned without reason.  We were both humiliated and spend way way to much money to be treated like criminals.  Unless the above requests are resolved, I will take further action.  I feel that whomever told false information also be punished for there actions. I am very aware of the terms of use agreement with Jackpot Magic Slots.  I have broken no rules and want this issue resolved.  Thanks *************************;

  

  Business Response

  Date: 03/28/2024

  We understand that ************** has contacted the BBB in regards to temporary ban of her account. 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. As was mentioned in our previous correspondence, Customer Support doesn't have access to the full investigation of the case, so we must comply with it.
  
  We certainly want all players to feel safe and respected, so our Trust and Safety team is doing its best to locate unauthorized sellers of Big Fish Casino chips and prevent them from accessing the game, so any further attempts to purchase virtual chips from any unauthorized individuals 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.
  
  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: 03/28/2024

   
  Complaint: 21435585
  
  I am rejecting this response because: My account was banned for 7 days and 100 Billion chips were taken from me on a hunch that I had violated your terms of use.  No violation has ever been made by my account.  I am extremely honest.  I have done nothing wrong and I had my account reinstated and now I want my chips returned and ans also to be compensated for this incident.  This never should of happened.  Whomever made these disgusting allegations against me needs there accounts banned. I appreciate the reinstatement of my account. I realize you have to abide by you trust and safety team. They are just people and sometimes they make mistakes.  In this case they made a huge mistake.  I want this made right. I have said many times I have played this game and been a great customer for years and never have and never will violate you terms of use. This whole situation could of been avoided if your trust and safety team would of reached out to me and got my side of the story. Make this right and give me back what was taken and compensate me for the inconvenience and stress this has caused me. Sending in a ticket to customer service is a waste of time. I have sent in to many tickets and no response.  Thanks *******  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/11/2024

  We understand that ************** has contacted the BBB in regards to temporary account ban and virtual chips deducted from her account by Trust& Safety team. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************,  
  
  Since these chips were purchased from unauthorized seller of the in-game currency, we will not be able to return them back to your account. Kindly note that buying/selling chips from/to any unauthorized individuals is violating our terms of use and will lead to an immediate and permanent account ban. I have a link to our Terms of Use below:

  ************************************************
  
  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: 04/14/2024

   
  Complaint: 21435585
  
  I am rejecting this response because: In regards to your last message,I am telling you once again I have never purchased chips from anyone outside of your app.  I am throughly disgusted that you are accusing me of doing so. Your last message to me said that your app in the only authorized seller of these chips.  I sent you screen shots of individuals using my name to lure people to contact them outside app for deals on chips.  This is happening on your app.  I have had no part in it.  I have all the bank statements to prove what I am saying is the truth.  I want to see your proof that I purchased chips from someone outside the app. Furthermore, why would I give you the information on how to catch the real criminals if I had anything to do with this illegal activity.  My name has been defamed,I have been treated like a criminal, and I have done nothing wrong. I will open another case with the BBB or potentially seek legal advice if needed to prove to u that I am innocent of any wrong doing.  I want my chips returned to me asap. This should of never happened in the first place.  I also deserve extra chips for the stress this has caused me.  Thanks *******
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/22/2024

  These are few pics that show in app purchases using my Apple Pay. Anything ****** or ***** are purchases made on app. I have plenty more if needed. But these are examples of how much money being spent on this app. 

  

  Business Response

  Date: 04/25/2024

  We understand that ************** has contacted the BBB in regards to virtual chips deducted from her account by ********** ****************** 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 which violates our Terms of Use?and due to this activity, the account has been temporarily banned and illegally purchased virtual currency was deducted from the account.

  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. Kindly note that any further attempts to purchase virtual currency from any unauthorized individuals will lead to an immediate and permanent account ban.

  We certainly want all players to feel safe and respected, however, while our Trust and Safety team is doing its best to locate unauthorized sellers of Big Fish Casino chips and prevent them from accessing the game, they are not able to regulate every interaction. When possible, it can help to try avoiding players who you have had trouble with in the past and not participating in conversations that have escalated to an uncomfortable level. Below I've included a great help article with more information about what to do in these situations for you as well:

  *******************************************************************************************************
  
  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: 04/26/2024

   
  Complaint: 21435585
  
  I am rejecting this response because:  I am going to say this once again and will keep saying the same thing,I have never purchased chips from anyone outside of your app store. The only suspicious activity you saw in my account was playing in a team room and the shared pots were huge.  A teammate of mine told another annoying teammate that she had to buy a boost if she wanted chips.  This was between the two teammates. This had nothing to do with me.  I have played this game for years and never had one issue. Then when two greedy teammates have an issue, You decide to ban my account and take my chips.  This is disgusting and uncalled for not to mention the defaming of my good name.  I will not be satisfied until my chips are returned.  I was not involved in any illegal activity on this app.  I showed you my bank statements showing in app purchases thru apple.  I have plenty more if needed. Your company was told false information and you need to make this right.  Return my chips you stole from me.
  
  Sincerely,
  
  *************************

• 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.

  The glitch happened around the 1st of feb 24 when the new game was released the game was called magic flame stickNspree I got a major jackpot that was X8 on the win yet it only game X1 plus other wins so my total return should of been around 1 trillion virtual coins yet they told me they can not find my wins for this and said they is nothing they can do but have happily compensated other players for their loss on this game one player being 67trillion virtual coins they was a lot of players this happens to and I am being discriminated against because I am a lower tier than these players they want me to spend hundreds of thousands of money to buy virtual coins just so I can be treated the same I have nothing but issues trying to get in contact with this business if they is a glitch while others have no problem at all

  

  Business Response

  Date: 03/18/2024

  We understand that ****************** has contacted the BBB in regards to multiplier not applied in Magic Flame Stickin' Spree VIP slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************,
  
  We have reviewed gaming logs of your account for Magic Flame Stickin' Spree VIP slot played on the 1st of February and were not able to locate any major jackpot with x8 multiplier, however, we can confirm that you hit mini jackpot with x5 multiplier at 11:49:05 PST. Since the multiplier was not applied to the account, you were compensated with ************** virtual coins on the 1st of March at 04:55:03 PST, what took your total from ************* to ************** virtual chips. Kindly note that this is the maximum compensation that we are able to provide you with for the issue. Also, we are happy to inform you that the issue with multipliers has already been fixed and the slot is back up and running.
  
  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
  ***********************************************************************************************

• Initial Complaint

  Date:03/10/2024

  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.

  So I was banned by big fish on the jackpot magic slots app. I'm pretty sure I was banned for playing friends and private rooms with my friends. However I have emails telling me to play those rooms because I was being stalked by someone. I have spent huge amounts on this game and in return I get banned for doing something that they told me to Do. when I bring it to their attention, their response is that their trust and safety team is separate from customer service and I am only able to speak to customer service and not them. So I don't even know the real reason I was banned. This isn't fair and I want my account back!

  

  Business Response

  Date: 03/15/2024

  We understand that ************** has contacted the BBB concerning 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:
  ************************************************
  
  Customer Support doesn't have access to the full investigation of this and Trust & Safety team is not involved into the communication with the players. Due to the nature of this activity, this decision is final and we must comply with it. 
  
  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 the link below we can quickly work together to resolve any queries.  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: 03/15/2024

   
  Complaint: 21411880
  
  I am rejecting this response because: 

  Big fish is an absolute joke. They are telling me the exact same thing, that they can't tell me why my account was banned. This is not fair. I have spent 50k or over (yes I know, dumb) on this app for them just to ban me without giving me any reason other than I violated the terms of use. I want a reason. If it's because I was playing friends and private rooms that is total nonsense! They allow us the option to create a friends or private room so why am I banned for doing so. It shouldn't even be an option if we aren't allowed to play them. Especially since I was told to play private and friends rooms because I was being stalked. I want my account back! There are so many other players, for one, a lady in champs, named ******, who play friends and private scatter rooms all of the time. She has/had 78t chips and plays with her friends. So why isn't she banned!? This is just unfair and I feel discriminated against. If they are able to ban me then there should not be an option for friends and private rooms. Don't create something that we aren't allowed to play in.... also ban other people doing the exact same thing I was banned for doing. Not only did I lose my account and all of my vip points but now all the money I spent to get there is worthless. It's not fair. I will continue pushing until my account is unbanned.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/26/2024

  We understand that ************** has contacted the BBB in regards to the 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. Please be advised that 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 Mr. Gurees concerns.

  Contact Customer Support

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

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21411880
  
  I am rejecting this response because: this is so unfair! There have been so many of my friends that have been unbanned, so don't lie about it being irreversible. Here I'll send you the email that you sent them. It's time you guys unblock my account as well. You can't pick and choose who you want to ban or what not, it should be fair play across the app. This is the most unfair app I have ever seen. If you ban me for something (even though you guys wont even give me a reason), ban others for it too! If you unban someone else's account, unban mine as well! I'm attaching the email FROM BIG FISH showing they unbanned a friend's account. It's not just this account that's been unbanned, there are many. So y'all need to get your stuff straight. It is reversible and I want my account unbanned! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/08/2024

  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.

  My jackpot city account was banned for 7 days. I dont know my friend code because its not visible in the ban message. It says I violated ToS via the sake or transfer of chips. This is an outright lie. I have only made purchases from ** or used their own slots that allow players to boost other players. I never SOLD or TRANSFERRED chips nor was I the recipient of any SOLD or TRANSFERRED chipsWhy is my account disabled, this is unethical on your part. Your silence says it all, its clear this is retaliation with no merit. The ** plant you have on our team has lied (they clearly told people they are a moderator and that there are mods on all teams), proof is the support from most other club members.I have reached out numerous times regarding this issue and I am not getting any response. My account needs to be unbanned and I need to have added 100B chips for the slander. I have spent thousands with this company and to be accused of misuse is unacceptable and embarrassing. Please do as requested asap.

  

  Business Response

  Date: 03/14/2024

  We understand that ************** has contacted the BBB in regards to temporary ban of his account. We are happy to assist him with resolving this issue as quickly as possible.
  
  **************,
  
  After taking a look into your account, we can see that some unusual activity was noticed there, thus the account was temporarily banned as this activity was needed to be checked by the Trust& Safety department.
  
  Since Trust and Safety team is a separate entity from Customer Support, we must trust and abide by the decisions they make. 
  
  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 **************** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21407948
  
  I am rejecting this response because:

  First of all, Im surprised BF is actually responding. Usually, they send canned rebuttals and dont provide details.  I am rejecting this because they stated they saw unusual activity, please tell what that activity is.  I am being accused of being a dishonest person, I have done nothing except buy their fake chips and play their games as designed, someone needs to show me whats unusual about my play  I am now concerned that they are going to flag my account and make it where the game takes what little chips I have.  BF knows I did nothing wrong, this whole situation is because of a plant BF has on all teams and they spread lies about other team members and somehow I got pulled into it  this is embarrassing and as a result, I have asked BF to show me what i did specifically, there is nothing and as a result I should be compensated for the embarrassment they have caused me by accusing me of some violation.  I take this very seriously.  I am due an apology for the mistake on their end as well as compensation in the form of chips. I am a long standing paying customer and I deserve better, if BF does t think so, maybe I should look for entertainment elsewhere  

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

  Customer Answer

  Date: 03/15/2024

  The company has replied to me via email, yet they are unwilling to share exactly what I did (because I didnt do anything) to get banned temporarily. They are using the excuse that they are separate departments (Trust and Safety vs ****************** They have closed my ticket with them without offering an apology or compensating my account as requested. As a result, I need to know next steps I can use via the BBB to ensure that other BF customers are aware of their practices and that they can ban/suspend accounts without any supporting documentation. 

  

  Business Response

  Date: 03/26/2024

  We understand that ************** has contacted the BBB in regards to temporary ban of his account. We are happy to assist him 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. Please be advised that Customer Support doesn't have access to the full investigation of the case, so we must comply with it.

  In addition, we would like to point your attention to the fact that temporary ban in no way affects game odds and as your virtual chip balance was not affected, we won't be able to credit your account with additional virtual chips. We highly appreciate your understanding regarding this matter.

  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: 03/28/2024

   
  Complaint: 21407948
  
  I am rejecting this response because:

  I have attempted to contact BF regarding my case and I dont get responses.  I have shared with them many issues with game payouts not matching screen win (Magic Flame as one example)  I have an active case with them right now where it looks like auto didnt stop when I shut down the app and I lost 200B in chips.  
  

  I have asked BF to resolve all of my issues by crediting my account the 200B given there seems to be issues on their end when users arent paid their actual wins and the app clearly isnt disconnecting users when the user themselves shut down the game, I lost 200B.  
  

  lastly, being accused of malicious practices when all I have ever done is give them my money, is so crazy .  I should stop playing but I enjoy the social aspect of the game too much and have met some great people.  To move forward please credit my account the 200B and an apology for mistakenly accusing me of terms violations would be nice but I dont think that is going to happen  

  I assume I will have to wait ongoing weeks to get a response and chip credit.  In the meantime, I should halt any spending as it seems they dont value the customers the app was designed for 

  friend code: 51525992

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

  Customer Answer

  Date: 04/03/2024

  I have attempted to work with this business through their ticketing system as they said they would respond to work out my issue. I opened a case with them several days ago, with daily updates from my end but no response from their side nor a resolution. 

  

  Business Response

  Date: 04/16/2024

  We understand that ************** has contacted the BBB regarding the Cash ******************* We are happy to assist him with resolving this issue as quickly as possible.
  
  **************,
  
  We appreciate your patience while your case was under review. The gaming sessions you mentioned in our correspondence dated by *****st of March have been checked by our engineers. Based on their findings and the screenshots you provided, it was confirmed that there was no discrepancies during the Instant Cash Win feature. Please note that there was no winning combinations on your screenshots. ************************* symbol gives award only when it lands on the active reel. Please refer to the How to Play section. 
  
  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: 04/16/2024

   
  Complaint: 21407948
  
  I am rejecting this response because:
  The business is not responding adequately to my concerns  Ive provided screenshots where payouts did not happen  nor are they compensating me for falsely accusing me of malicious behavior.  I have asked for proof of any wrongdoing but they just deflect to a different department. They say they will respond if I message them, once I have done numerous times but we are still not seeing any resolution.  
  

  I need the credits I originally asked for, including for the failed payouts and I will then accept.

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

• Initial Complaint

  Date:03/08/2024

  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 play virtual slots game called Jackpot Magic Slots which is a part of Big Fish Games. On March 04, 2024 at 6:25 P.M CST I hit 2 hearts and 3 wilds on *** bet in Gummy Drop World Tour which should have awarded me the 4.2 trillion jackpot. I contacted customer support and on March 5, 2024. I was told wilds don't substitute for hearts. I submitted 3 different screenshots where the jackpot was awarded with wilds and hearts. I was told again they do not substitute even with proof of it being awarded to other players with wilds and hearts. I have responded to them to questioning why i am being told they don't substitute when i am submitting the proof they do in my attached 3 screenshots the jackpot was awarded with wilds and hearts on 3 separate occasions. I have spent a ton of money on their app. I can purchase 8.4 billion for $100 dollars so you can see how much it would cost me to purchase these coins. Then to be told wilds do not substitute as hearts for me but have substituted for other players and I have proof the jackpot in gummy world tour has been awarded with wilds and hearts. They are doing nothing to resolve my issue only telling me incorrect information to keep from paying me for my win. 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 *****************. 4.2 trillion chips. My friend code is ********

  

  Business Response

  Date: 03/14/2024

  We understand that ****************** 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.
  
  ******************,
  
  Thank you for providing us with your feedback about Gummy Drop! World Tour slot. 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. ******************, 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: 03/14/2024

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

• Initial Complaint

  Date:03/06/2024

  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.

  Every time I go to login I keep having an interruption of a login interruption I keep losing connection and then every time I get on the same people or the same players are logged on with over a thousand or $3,000 in their account and they're constantly just blasting the board and everything I shoot at

  

  Business Response

  Date: 03/15/2024

  We understand that ************** has contacted the BBB in regards to issue with the online game. We are happy to assist him as quickly as possible.
  
  **************,??
  
  Thank you for reaching out to us with your concerns regarding the server issue. However, we would like to clarify that Big Fish Games company does not own the game that you are referring to. We are a separate entity and have no affiliation with that company.
  
  To address your issue and seek resolution, we recommend contacting that company's customer support directly. They should be able to assist you with any problems you've encountered.

• Initial Complaint

  Date:03/05/2024

  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.

  I have spent thousands and thousands of dollars on this app to find out my account isnt being treated fairly. I became a tier 16 which is the highest tier on the app. I am not receiving fair game play or benefits that others are receiving. I find this app is becoming discriminating and its not fair. I have asked to speak with their supervisors etc. Nobody will direct me to the right person to make this right. I want a higher daily boost. Im receiving 700 mil coins per day when I found out all OTHER TIER 16 accounts are receiving ***** coins per day. I also found out Im spending the same amount in less coins when others are spending the same amount on more coins. They never gave me the new store on my account. But they did with lower tiers and that is very unfair. I am asking for help to make this issue right. Im becoming very regretful for spending so much money on an app that is making my account a joke. I have supported this app and been a loyal paying customer for 4 years. Why am I being treated worse than others??? In order to make this right I am asking for the new store on my account and 5 billion coins per day for my daily boost.

  

  Business Response

  Date: 03/12/2024

  We understand that ******************** has contacted the BBB in regards to sale offers that she is receiving and her boost amount. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,
  
  First of all, I would like to let you know that Big Fish Casino runs different promotions, some of them are limited-time offers. If your account hasn't been selected for a particular offer, you may be included in that or some similar offers in the future. We recommend you to watch over promotions that are being run to benefit from those that you like most.
  
  As for your concern regarding your boost amount, please be informed that your boost has been modified. You will be receiving updated boost starting from tomorrow, 13th of March.
  
  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 with these issues.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/13/2024

  I want to make sure the 5 billion coins will be my daily boost from this point on since it was worded a new modified boost. Please make sure this will be locked onto my account from this point on I want to receive 5 billion coins daily. Thank you 

  Customer Answer

  Date: 03/13/2024

  I want to make sure the 5 billion coins will be my daily boost from this point on since it was worded a new modified boost. Please make sure this will be locked onto my account from this point on I want to receive 5 billion coins daily. Thank you 

  Customer Answer

  Date: 03/13/2024

  Im still waiting on the response to make sure my account will be locked into the 5 billion coins per day 

  

  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 youre already receiving bigger boost amount (************* virtual coins daily). 
  
  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 Ms. Werlemans concerns with the boost.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:03/01/2024

  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 made a purchase for $99.99 for gold and $49.99 for chips, until now I didnt receive my items. They already charge my bank. I spend so much money on this game, even I know that this game was not really giving I still keep going. Theres so much issue that we been complaining, like connections, paid out, customer service takes a while to respond .But today, its too much, this afternoon I made a purchase and I dont receive my items right away, its take 20 mins before they added into my account. But now I totally didnt get my purchase. This is wrong. and its been more than an hour now. I even email them and until now no response. Im done with this game, its so upsetting right now. Just want all my money that I spent to this game since day one!

  

  Business Response

  Date: 03/06/2024

  We understand that ****************** has contacted the BBB in regards to her recent purchases. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************, 
  
  According to purchase logs of your account, on the 29th of February you purchased two gold and three chip packages that were successfully credited to your account. Please check the cost of these packages and amounts of chips/gold that were added to your account below:
  
  ******************* PST - $49.99 PLATINUM package - *********** virtual chips - took your total from ********* to *********** chips;
  2024-02-29 01:17:28 PST - $99.99 ULTRA GOLD package - ******* gold - took your total from 2 to ******* gold;
  2024-02-29 03:59:35 PST -$49.99 PLATINUM package - *********** virtual chips - took your total from ******* to *********** chips;
  2024-02-29 12:30:10 PST - $99.99 ULTRA GOLD package - ******* gold - took your total from 90 to ******* gold;
  2024-02-29 12:49:17 PST - $19.99 PREMIUM package - *********** virtual chips - took your total from ********* to *********** chips.
  
  I can see that purchases on your account are made through ********* If you are referring to any other purchase that is not listed above, it's best to contact ******** Support directly to check the status of that transaction since all purchases in ******** must go through ******** and we are unable to access their billing system.
  
  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 with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/09/2024

  I response to them regarding that email they sent. And they still denying everything, while all the evidence is there in front of them. Now its happen again. I made a purchase for $49.99 around 4:22 pm, until now they dont respond or trying to solve any concern I send to them. Now I have yo do the next step. I still trying to give them a benefit of doubt. But this is too much! And its wrong charging people for nothing.

  

  Business Response

  Date: 03/21/2024

  We understand that ****************** has contacted the BBB concerning her recent purchases. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************,  
  
  We are genuinely apologise for any inconvenience you experienced with the delayed item delivery. We have look through your purchase activity and would like to share our findings with you. Please see below the summary of your purchases made on February 29, 2024.
  
  2024-02-29 01:10:40 PST - $49.99 PLATINUM package - *********** virtual chips - took your total from ********* to *********** chips;
  2024-02-29 01:17:28 PST - $99.99 ULTRA GOLD package - ******* gold - took your total from 2 to ******* gold;
  2024-02-29 03:59:35 PST -$49.99 PLATINUM package - *********** virtual chips - took your total from ******* to *********** chips;
  2024-02-29 12:30:10 PST - $99.99 ULTRA GOLD package - ******* gold - took your total from 90 to ******* gold;
  2024-02-29 12:49:17 PST - $19.99 PREMIUM package - *********** virtual chips - took your total from ********* to *********** chips.
  
  Please note that we didnt receive any other payments on that day. I can see that purchases on your account are made through ********* If you are referring to any other purchase that is not listed above, it's best to contact ******** Support directly to check the status of that transaction since all purchases in ******** must go through ******** and we are unable to access their billing system.
  
  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 with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21369284
  
  I am rejecting this response because: I dont know why the sending the things I didnt complain. And they said contact the meta pay ( FB ) and I did that many time. And they told me to contact the developer ( Big Fish ) same I message them ( Big Fish ) so many times. But it took them more than 5 days before they respond and they still denies the purchase. And I got tired of that. They pointing each other. So it a lie when they said they more than happy to answer the situation. Why they dont send all the message I sent to them instead of that things not even my concern.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/25/2024

  Sorry for the confusion. Im happy with the service the BBB give. My response is for the Big Fish not telling the truth about the issue. Im really glad that you guys help me heard about my complaint regarding to that company ( Big Fish ) I wish this will get their attention in the future and more aware about there system, and should response in the time manner. Thank you BBB.

• Initial Complaint

  Date:02/25/2024

  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.

  Sept 19th 2023.Big fish has sent no response to multiple emails about not being paid out on there games and I have sent them screenshots too.

  

  Business Response

  Date: 02/29/2024

  We understand that **************** has contacted the BBB in regards to her winning in ***** and the Mad Scatter VIP slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,
  
  According to gaming logs of your account, you started spinning in ***** and the Mad Scatter VIP slot on 2023-09-19 at 22:47 PST. A spin from the screenshot you have provided us with occurred at 22:48 PST and we can confirm that the winning was successfully credited to your account. Sometimes its easy to miss when virtual coins 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.
  
  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 with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:02/24/2024

  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.

  Im close to a tier 16. My friend code is ********. I have spent thousands of dollars in this app. I found out ** getting ripped off on coin packages I have proof of my tier and another person who is the same tier being offered more coins and higher boost then myself. You will see the lower coin package belongs to me and the higher coin package is my friends who is the same exact tier. I also found out Im not getting the fair higher boost which Im entitled to. Im asking for ***** boost per day. Im also asking for the higher coin packages that everyone else is receiving. I will show proof of my tier, my sad coin package offers and I want to be treated fairly since I spend as much as others. I have proof of my tier 15 offers another persons tier 15 offers and another persons tier 14 offers. This needs to be addressed and fixed. Its embarrassing on how much I have spent to not be reaping the benefits like others. Im asking for fairness and for a higher daily boost and higher coin packages.

  

  Business Response

  Date: 03/07/2024

  We understand that  ******************** has contacted the BBB in regards to her boost amount and sales offer they are getting. We are happy to assist them with resolving this issue as quickly as possible.
  
  ********************, 
  
  Thank you for raising your concerns with us. 
  
  We would like to clarify the situation with the different sales offers you are addressing. As a loyal player, you know that Big Fish Casino runs different promotions, which may be limited in time. On your screenshots, we have noticed that the sales multipliers differ based on the promotion running during that time. Therefore, we will kindly ask you to keep an eye on the promotions being offered and take advantage of the ones you prefer.
  
  In regards to your boost request, as mentioned by our Customer Support Team, the calculation is based on a proprietary formula, which takes multiple criteria into account. We will make sure that you are getting the maximum amount from the available chips based on these calculations.
  
  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.  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
  ***********************************************************************************************