Complaints
This profile includes complaints for Big Fish Games, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 295 total complaints in the last 3 years.
- 75 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Big Fish Games, gave you a fictional phone number. I called it and it gave me a recording to order a medical device. Second, ********************** is violation false advertisement laws both Federally and within the *******************. They are misleading their consumers with false promos and refusing to address complaints with consumers and giving them rude nasty responses back.
Business Response
Date: 02/26/2024
******************,
We will be happy to address the concerns you have raised with our Customer Support Team.
Before we get started, we would kindly ask you to only create one Customer Support request at a time, this will allow us to avoid confusion in communication as well as decrease the response time.
Please note that the only channel of communication with the Big Fish Games Customer Support Team is through email, you can submit a request through your mobile app, by sending an email directly to us, or by submitting a form on our website.
You have mentioned in one of your requests an issue with the Valentine's *** promotion and we would like to confirm that you received the bonus of ********** virtual coins on 2024-02-14 at 08:03:07, which brought your total virtual balance to ********** virtual coins.
We also understand there was some confusion with other promos in our games and our team has already provided you with the maximum compensation we can give for a non-technical issue.
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 resolve your issues. 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
***********************************************************************************************Initial Complaint
Date:02/23/2024
Type: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.
Big fish banned my account and has not gave me any reason at all. Im sure its because I played privately with my friend and she gained coins because of it. But we were just playing there games that they put out and playing privately because I have been told to do that because of bullies. I have spent a lot of money on this app and just want to be able to get my account back. But they want respond to me. My account number is ********.Business Response
Date: 03/01/2024
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.
****************,
We are happy to let you know that we unbanned your account as a one-time courtesy. We value you as our dedicated player and want you to continue enjoying your favorite game.
However, if we detect further breaches of our Terms of Use, including but not limited, to access to your account by third parties, attempts to circumvent your location's Big Fish store by anonymising your internet protocol address (VPN use), and purchases from different locations, we will then have to block your account permanently.
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 case. 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: 03/04/2024
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,
***********************Customer Answer
Date: 03/19/2024
I am writing in again to see if you can help me with this business. On February 23,2024 Bf banned my account friend code ********. On Feb.29 2024 they gave me a new friend code. ********. Then on March 11, 2024 they banned my account again ********. Thats not even my friend code anymore unless they didnt change it like they were supposed to do. They said that they had changed it in the past when I was hacked and they didnt change it and I just realized the friend code today was my old one. I feel like they are singling me out and this is just so unfair. I just want my account back. And they cant keep banning the same friend code if they said they giving me another chance. Because I havent done anything wrong. They cant go back on there word. I have included the notice I get on my account when I try to log on. You can plainly see its my old number. And I sent a picture of the email with the new friend code I sent to them. It doesnt add up.Business Response
Date: 03/26/2024
We understand that **************** has contacted the BBB in regard to the account access. We are happy to assist her with resolving this issue as quickly as possible.
****************,
Unfortunately, it appears that confusion occurred in terms of Friend Codes. Let us clarify that we requested you to create a new account in order to perform an account merge to eliminate any suspicious activity on your ******** profile. After the merge was completed, the ******** account was deleted. It was required only for merge completion and this action didnt result in Friend Code change. You still have your ******** account. The procedure had been described to you via email prior to the merge completion.
We are happy to inform you that on March 21, 2024, your account was unbanned as a one-time courtesy because we value you as our dedicated player. However, we would like to emphasize that sharing access to your account with third parties to buy coins for you (including ******** switch) or buying coins from other players directly will lead to a permanent and irreversible account ban without any further warnings.
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 ******************** concerns with the account access.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 03/29/2024
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:02/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a Major at 12B each with a multiplier of 5 and it didnt payout 60B it payed out 22B. The game I was playing was Magic Flame Sticking Spree. Happened on 2/13/24. At about 7:17pm.Business Response
Date: 02/28/2024
We understand that ************************ has contacted the BBB in regards to multiplier not being applied in the Magic Flame Stickin' Spree slot. We are happy to assist him with resolving this issue as quickly as possible.
************************,
We appreciate your understanding and patience regarding the technical issue that occurred in the Magic Flame Stickin' Spree slot. 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 comprehensive measures to prevent its recurrence in the future. We apologize for any inconvenience this may have caused you and want to express our gratitude for your continued support.
To compensate for the inconvenience this situation may have caused you, we have provided you with 40B virtual coins on the 23rd of February at 11:59:55 PST, what took your total from ********** to 40,0********** virtual coins. Enjoy the gameplay!
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.
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 with this issue.
Contact Customer Support
***********************************************************************************************Initial Complaint
Date:02/21/2024
Type: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've been a loyal Jackpot magic slots customer,tier level 15.I've spent thousands of dollars for terrible customer service.It appears that my requests for a VIP personal account manager have been ignored for at least two years.My VIP representative *********************** was removed and unfortunately I was left on limbo with 1.5b coins daily which is a downgrade from all the money I've spent.Every time I ask for a VIP personal manager, I always get the run around by these VIP representatives that don't have a clue about customer service.I also requested an increase on my daily boost without any success.I would like to get granted a real VIP manager and get an increase on my daily boost.Other players got a VIP manager replacement and I was left out and that is unacceptable!Also,the slots are so tight that you can barely win anymore.They are a scam and they love your hard earned money while they give you really poor customer service.Quit treating your VIP players like trash, remember that we pay you for the experience,we aren't here to beg.We loyal customers and regular buyers are the reason why you are still in business!!!Do your job and improve your customer service satisfaction.Business Response
Date: 02/22/2024
We understand that ************************* has contacted the BBB in regards to the *** boost and dedicated support. We are happy to assist her with resolving this issue as quickly as possible.
*************************,
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. Thank you for understanding.
As for the dedicated host, please note that, unfortunately, there is no possibility to assign dedicated host to a specific player. However, our Customer Support team is ready to help you on a 24/7 basis. You are able to reach out for support any time of the day or night for all of your account inquiries and we will ensure you get the best experience with our games.
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 *** boost and dedicated support.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 02/22/2024
Complaint: 21325227
I am rejecting this response because:It's the same response that I get all the time.
It is NOT how you treat a loyal player.
Every time I ask to speak to a supervisor, I always get the round around.
I feel that I am being singled out, I am level 15!
Please treat me the same as everyone else, I know a lot of players that got another VIP host after *********************** was gone.
You decreased my daily boost and didn't replace my VIP host!!
Why am I being discriminated against?
Sincerely,
**********************************Business Response
Date: 03/05/2024
We understand that ************************* has contacted the BBB in regards to the *** boost and dedicated support. We are happy to assist her with resolving this issue as quickly as possible.
*************************,
We appreciate you reaching out to us with your concerns. We want to assure you that we treat all our players with utmost respect and fairness. Our commitment to fairness and consistency means that boosts are determined automatically, and unfortunately, we cannot adjust them individually. While we don't offer individual support representatives, our Customer Support team is available 24/7 to assist you with any account inquiries and provide the best possible experience with our games.
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 *** boost and dedicated support.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 03/05/2024
Complaint: 21325227
I am rejecting this response because:I am not satisfied with the response.
I was never assigned to a VIP manager after I lost mine over two years ago.
A lot of players were reassigned to a different VIP manager and I was left on limbo with the leftover and unfair treatment from the regular VIP representatives.
Many emails were sent to request a VIP manager just to only get ignored while you enjoy filling your pockets with my hard earned money.
I am appalled by the treatment and response from this company,it takes thousands of dollars to become a VIP tier 15 just to only get 1.5b coins daily while other lower level tier players get to enjoy higher boosts and a personal VIP manager.
I have asked for an increase to no avail,they make me feel like I'm begging or I get the same response over and over again.
I've been loyal for many years,not to mention a constant buyer that pays for your salaries.
This is not okay.
Sincerely,
**********************************Business Response
Date: 03/15/2024
We understand that ************************* has contacted the BBB concerning the *** boost and dedicated support. We are happy to assist her with resolving this issue as quickly as possible.
*************************,
We are excited to inform you that recently the boost review for our *** players has taken place. Starting from March 14, 2024, you receive ************* virtual coins as a daily boost. We hope that your expectations are met and you are ready to win big!
Speaking about dedicated Customer Support representative assignment, unfortunately, we do not offer such option no more as our Customer Support Team switched to 24/7 assistance and ready to help you around the clock.
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 *** boost and dedicated support.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 03/15/2024
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:02/19/2024
Type: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 a virtual slot game called Jackpot Magic Slots which is part of Big Fish Games. On February 8, at 12:26 am Eastern Standard Time, I won a major jackpot worth 17.6 trillion chips x5. The game is called Magic Flame Sticking Spree. I was betting *** and landed a major on a 5x square. I was only paid for the 1x major. I have written numerous complaints to the customer service department to no avail. Just for comparison, if I were to purchase chips, it would cost me $99 for roughly 8 billion chips. So you can see this was a substantial win. Im hoping they will make this right. My friend code is #********. They have only replied that my complaint had been forwarded and that it was escalated, and then they denied that there was any record of me even playing that game on the date. I have the screenshot for proof.Business Response
Date: 02/20/2024
We understand that ******************** has contacted the BBB in regards to multipliers not being applied to jackpots in Magic Flame Stickin' Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
********************,
We appreciate your understanding and patience regarding the technical issue that occurred in the Magic Flame Stickin' Spree slot. We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services.
Please be assured that our engineers are actively investigating this issue to identify its root cause and implement preventive measures to ensure its non-recurrence in the future. Once we have any updates, we will be able to issue appropriate compensation to all affected players.
We value your understanding and wish you a fantastic day ahead.
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 resolution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 02/21/2024
Complaint: 21316778
I am rejecting this response because: *********** is not doing anything to compensate ***********. They continue to say they are working to resolve this issue, but I can guarantee you that no compensation has been attempted on their part.
Sincerely,
*******************Business Response
Date: 03/01/2024
We understand that ******************** has contacted the BBB in regards to the missing payout in Magic Flame Sticking Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
********************,
We understand the frustration caused by recent technical hiccups. Please know that as an online service, unforeseen issues can occasionally arise, and we sincerely apologise for any disruption to your gaming experience. We confirm that reimbursement was credited to your account on 2/25/2024 and we would like to thank you for your patience and understanding while our engineers were working on the fix.
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 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 case. 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 regarding the missing payout in Magic Flame Sticking Spree slot.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 03/02/2024
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:02/19/2024
Type: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 regularly play on the Big Fish Games site Jackpot Magic Slots. I spend thousands on their virtual chips. On February 8, at 12:26 am Eastern Standard time, I won a major jackpot x5 in a new game called Magic Flame Sticking Spree. I was betting *** and won a major jackpot of 17 trillion chips. This should have been x5 but I was only paid 1x. I have written numerous complaints to customer service but keep getting the run around. First they said my email was being forwarded, then it was escalated, and then they said they had no record at all of me even playing that game on that date. Something is fishy here. I have at least ***** people who have expressed to me that they had the SAME problem in that same game. Currently they have pulled that game off the site, apparently because of all the complaints. I would like to resolve this with them as they owe me quite a lot of chips.Business Response
Date: 02/20/2024
We understand that ******************** has contacted the BBB in regards to multipliers not being applied to jackpots in Magic Flame Stickin' Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
********************,
We appreciate your understanding and patience regarding the technical issue that occurred in the Magic Flame Stickin' Spree slot. We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services.
Please be assured that our engineers are actively investigating this issue to identify its root cause and implement preventive measures to ensure its non-recurrence in the future. Once we have any updates, we will be able to issue appropriate compensation to all affected players.
We value your understanding and wish you a fantastic day ahead.
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.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 02/20/2024
Complaint: 21316178
I am rejecting this response because: Big Fish has consistently sent me the same message that my complaint has been forwarded but nothing is getting done.
Sincerely,
***********************Business Response
Date: 03/01/2024
We understand that ******************** has contacted the BBB in regards to the missing payout in Magic Flame Sticking Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
********************,
We understand the frustration caused by recent technical hiccups. Please know that as an online service, unforeseen issues can occasionally arise, and we sincerely apologise for any disruption to your gaming experience. We have credited the remaining virtual chips to your account and we would like to thank you for your patience and understanding while our engineers were working on the fix.
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 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 case. 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 regarding the missing payout in Magic Flame Sticking Spree slot .
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 03/01/2024
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:02/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a player on Bigfish for years and I really enjoy their game and some of the ppl that I have meet. I started playing Bigfish from 2009 to 2024 and I have never seen what is going in their games. They say that they are a responsible online game and and for the longest time they were. But I don't have a clue as to how they are controlling the problems that have been happening since the new owners took over. Please I know there bad post but ppl are ****** and we want know if we have grounds for a law suit.Bigfish ***** that they run a fare game but they don't and they are not even doing anything about it. They try to tell us that they can't control the game and the ppl on it and we all know what bullship that is, I am sending a copy of Bigfish freebies site and it sad because a lot of people I know have deleted the site because of what is going on.Business Response
Date: 02/22/2024
Big Fish Recent BBB Correspondence:
We understand that **************** has contacted the BBB in regards to the game odds. We are happy to assist him with resolving this issue as quickly as possible.
****************,
We would like to clarify that our social casino games are designed as games of chance, and the outcomes are determined randomly. While it can be disappointing to not experience the desired level of success, winning is ultimately random. We strive to provide an enjoyable and fair gaming experience for all our players. Moreover, we would like to assure you that our games are designed to be fair and unbiased. We do not discriminate against any players, and the odds are the same for everyone.
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 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 game odds.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 02/22/2024
Complaint: 21313884
I am rejecting this response because: Because they have done nothing to resolve the problem. They say that they are running a fare game. I'm not sure what they mean when they say that. And yes I know it's a good game and their odds, but when I purchas chips and play a fare. Bigfish took all of the freebies away and with them doing that they are allowing ppl to play unfare. When they did that they a lot of the players that want to play and won't buy their chips or gold they become SQUATTERS and low biders they turn a fun game into a big fight in rooms, and the reason for this problem is players that do biy chips are getting sick of players that don't buy chips. When a player from Bigfish gets in a chat and say I lose all the time and squtting is the way she gets her chips. So when they or low bid and squtters they are winning and everyone that splns is losing their chips. Now Bigfish you tell me that is a fare game . And if you turn them in for squtting and low biding Bigfish doesn't do about anything about the compla!int. And if they answer you they make it sound like you are the one with a GAMEBLING ADDICTION and that makes me mad I don't Addictions my is Bigfish isn't trying to find a solution to the problem.
Sincerely, *********************Business Response
Date: 03/05/2024
We understand that **************** has contacted the BBB concerning the game odds. We are happy to assist him with resolving this issue as quickly as possible.
****************,
We appreciate your concerns regarding this matter. Still, we would like to assure you that our support team cannot change the outcome of the game. While it can be frustrating to not win, it is essential to understand that this is a game of chance, and outcomes are random. While there is no guarantee, we hope you'll soon enjoy your gaming experience again. Also, each customer has its own way of playing a game and we cannot dictate them how much they should bet. We hope for your understanding in 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.
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 game odds.
Contact Customer Support
***********************************************************************************************Initial Complaint
Date:02/16/2024
Type: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 2/12/24 i won major jackpot x8 on magic flames game. It did not pay out correctly and i was shorted 292 bil chips. It happened again on 2/15/25 i won major jp x2 and was shorted 29 bil chips. I have filed tickets on the app and emailed big fish and they have ignored me. We pay for entertainment on this app and if i had to buy the chips i won and did not receive it would equal $6000. I would like big fish to contact me and credit my account of the chips i am due.Business Response
Date: 02/19/2024
We understand that ******************** has contacted the BBB in regards to multipliers not being applied in Magic Flame Stickin' Spree slot. We are happy to assist him with resolving this issue as quickly as possible.
*******************,
We appreciate your understanding and patience regarding the technical issue that occurred in the Magic Flame Stickin' Spree slot. We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services.
Please be assured that our engineers are actively investigating this issue to identify its root cause and implement preventive measures to ensure its non-recurrence in the future. Once we have any updates, we will be able to issue appropriate compensation to all affected players.
We value your understanding and wish you a fantastic day ahead.
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. ********* concerns with this issue.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 02/21/2024
Complaint: 21306750
I am rejecting this response because:I have given their customer service agents the exact time, date, time zone that these shortages of payouts occurred on their magic Flame game. They are capable of finding the exact spin that did not pay out correctly. They have taken that game down due to these issues but have yet to credit the accounts that were shorted. They have screenshots showing what was paid out on the win and math is math. It takes less than 1 minute to do the math to see what payout should have been. They could credit my account in less than 5 minutes. Theyre replies are just double talk. Credit the chips we won and we will be happy. We spend way to much on this app not to do the right thing!
Sincerely,
***************************Business Response
Date: 03/01/2024
We understand that ******************** has contacted the BBB in regards to the missing payout in Magic Flame Sticking Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
********************,
We understand the frustration caused by recent technical hiccups. Please know that as an online service, unforeseen issues can occasionally arise, and we sincerely apologise for any disruption to your gaming experience. We confirm that reimbursement was credited to your account on 2/25/2024 and we would like to thank you for your patience and understanding while our engineers were working on the fix.
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 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 case. 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 regarding the missing payout in Magic Flame Sticking Spree slot.
Contact Customer Support
***********************************************************************************************Initial Complaint
Date:02/14/2024
Type: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 was playing the Jackpot Magic Slot game named Magic Flame Stickin Spree and it didn't pay me the correct number of chips when I won. One of the blocks on the matrix was a Major JP valued at ***************** X3 and it only paid X1. I have a screen shot of the game that shows the matrix with each ********** value and multiplier. Also, I have a screen shot of the Club Win Bonus by player. My screen name is BooJPC and it shows I was only paid 1.21T for that win playing the Magic Flame Stickin Spree game.Business Response
Date: 02/16/2024
We understand that Ms. ********** has contacted the BBB in regards to multipliers not being applied to jackpots in Magic Flame Stickin' Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
Ms. Alexandria,
We appreciate your understanding and patience regarding the technical issue that occurred in the Magic Flame Stickin' Spree slot. We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services.
Please be assured that our engineers are actively investigating this issue to identify its root cause and implement preventive measures to ensure its non-recurrence in the future. Once we have any updates, we will be able to issue appropriate compensation to all affected players.
We value your understanding and wish you a fantastic day ahead.
We are always happy to help a customer directly. Ms. Alexandria, 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.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 02/21/2024
Complaint: 21295674
I am rejecting this response because:The problem occurred on 2/8/24 @3:09PM CST
I created a ticket and submitted an e-mail and screen shots to prove that I won and was short paid. The only response that I received was that my complaint was being reviewed. I sent several notes asking for a status. The game was pulled after the BBB complaints were submitted (other players submitted complaints too).
Because I provided proof I should not have to wait for BF to find the root cause and implement preventive measures and once they have any updates they will be able issue compensation to affective players.
Sincerely,
*******************Business Response
Date: 03/01/2024
We understand that Ms. ********** has contacted the BBB in regards to the missing payout in Magic Flame Sticking Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
Ms. ***********
We understand the frustration caused by recent technical hiccups. Please know that as an online service, unforeseen issues can occasionally arise, and we sincerely apologise for any disruption to your gaming experience. We confirm that reimbursement was credited to your account on 2/25/2024 and we would like to thank you for your patience and understanding while our engineers were working on the fix.
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.
We 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 case. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
We hope that we have resolved Ms. ************ concerns regarding the missing payout in Magic Flame Sticking Spree slot.
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 03/02/2024
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:02/14/2024
Type: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 regularly play Jackpot Magic Slots on Big Fish Casino. My friend code is ********. I spend a lot of money to play on this app. On Thursday February 8, at 12:26 am, eastern standard time, I hit a major jackpot x5 in a game called Magic Flame Sticking Spree. The payout was 17.6 trillion chips which should have paid out x5. I only got paid for 1x. This is a substantial amount of chips. I have written to them every day for the last week and I either get a response saying that my email has been forwarded to the complaint department or that my email has been escalated in that department. No one is answering me directly or giving me any resolution. To give you an idea of the value of these chips, a package for 8 billion chips sells for $99. Im hoping you can help me resolve this.Business Response
Date: 02/16/2024
We understand that ******************** has contacted the BBB in regards to multipliers not being applied to jackpots in Magic Flame Stickin' Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
********************,
We appreciate your understanding and patience regarding the technical issue that occurred in the Magic Flame Stickin' Spree slot. We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services.
Please be assured that our engineers are actively investigating this issue to identify its root cause and implement preventive measures to ensure its non-recurrence in the future. Once we have any updates, we will be able to issue appropriate compensation to all affected players.
We value your understanding and wish you a fantastic day ahead.
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 resolution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
Contact Customer Support
***********************************************************************************************
We are committed to Responsible Play. Click here for more information. You can also find that information here: *********************************************************************Customer Answer
Date: 02/16/2024
Complaint: 21293326
I am rejecting this response because: this is nothing but lip service. They keep saying that they will look into the issue, but have done nothing to resolve it.
Sincerely,
*****************************Business Response
Date: 03/01/2024
We understand that ******************** has contacted the BBB in regards to the missing payout in Magic Flame Sticking Spree slot. We are happy to assist her with resolving this issue as quickly as possible.
********************,
We understand the frustration caused by recent technical hiccups. Please know that as an online service, unforeseen issues can occasionally arise, and we sincerely apologise for any disruption to your gaming experience. We have credited the remaining virtual chips to your account and we would like to thank you for your patience and understanding while our engineers were working on the fix.
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 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 case. 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 regarding the missing payout in Magic Flame Sticking Spree slot .
Contact Customer Support
***********************************************************************************************Customer Answer
Date: 03/01/2024
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,
*****************************
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