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:02/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning! My friend code is ******** in Big Fish Casino. I have been a big fish player off and on since 2007. Where at any time my friends could gift me virtual chips in any amount by gifting their gold to me Eg a suitcase in the amount of 500k chips to me or a safe in the amount of 2.5 million chips. The amount they gifted me would be deducted from their gold balance. I have enclosed screenshots about gifting virtual chips gold etc. Tap the player's profile picture.Tap View.Tap the Send Gift button.Tap Chips at the top of the Gift Store menu.Tap the Buy One button next to the virtual chip package you wish to gift. So now I have been advised that this can no longer be done except the person who buys the gold to gift themselves & depending on what Tier they are the amount they can gift them themselves. This has caused many players anger including myself. The comments other players are showing on their status pages about this change is not making for a pleasant experience and deterring other players from joining this game app. Why did it change after 10 years or so. I also asked my rep to delete my account because if your friends cant gift you gold because they want to help you why support a game app. Thanks

  

  Business Response

  Date: 02/06/2024

  We understand that ************** has contacted the BBB regarding the chips gifting. We are happy to assist her with resolving this issue as quickly as possible.**************,We would like to bring some clarity on the chips gifting and we apologize for any confusion that might occur regarding this matter.Giving and receiving gifts is a fun way of interaction between the players. Its allowed to gift chips to other players using gold and you can do it in the following way:

  1. Tap the players profile picture.
  2. Tap View.
  3. Tap the Send Gift button.
  4. Tap Chips at the top of the Gift Store menu.
  5. Tap the Buy One button next to the virtual chip package you wish to gift.

  The gifted virtual chips will be sent to the player right away.However, please be informed that we always perform security checkups to make sure that no fraudulent pattern and/or violation of our Terms of Use takes place. We strive to make our apps a safe place for everyone.Also, let us emphasize that Big Fish is the only authorized seller of the in-game virtual currency and any attempts to sell and/or buy virtual currency outside of our app will lead to a permanent and irreversible account ban. Please refer to our Terms of Use for more information: ************************************************** are always happy to help a customer directly. **************, you are always welcome to contact Big Fish Games for any account, ********************** app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to discuss the chips gifting option. 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 the gold gifting.Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 02/06/2024

   
  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:02/01/2024

  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.

  Good morning I have been a loyal paying customer to this company for many years. I have tried to reason with them and have them do the right thing but its impossible as they refuse to treat everyone with the same fairness. There have been many changes the last year and one of them was starting a new *** weekly program. I have been in the *** host program for years which has always been a privilege and acknowledged as such. I receive less than 1B virtual chips daily. In the new program the customers are receiving hundreds of billions and even trillions of virtual chips weekly. How do they think that is in any way fair and acceptable to those of us that have supported this company since the day the launched. I spend as much or more than most in the new program yet theyre being treated like royalty. My hands are tied as far as having to any chance to compete in any way. I have spent thousands of dollars the last few months trying to keep up and should have been switched over to the new weekly program but they refuse to do that. I believe because Im a senior and have an addiction they prey on that. I will include correspondence regarding this matter. I do and have loved this app and its become part of my life for more than a decade but how can this ever be acceptable? How are they allowed to treat us so unfairly and stay in business? An even bigger question is why would they do this in the first place? I hope they are able to see the unfairness, disaccord, havoc and animosity they are creating to those of us that have done nothing but support them in every way. I thank you for taking the time to help in this situation. I've added a photo of what someone that spends on the same level as me gets on a weekly basis while I get less than 7 B weekly Sincerely, *********************

  

  Business Response

  Date: 02/14/2024

  We understand that  **************** has contacted the BBB in regards to the boost amount. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************, 
  
  We value your loyalty and are truly sorry to hear about your dissatisfaction with the boost amount that you get daily. Please be kindly informed that the calculation of boost amounts is automated by our system, and our Customer Support Team does not have the authority to manually adjust these amounts. In regards to your question about the weekly VIP program, we would like to let you know that there is an option for you to switch from the Daily boost to the Weekly one. In this case, we won't be able to comp your account on a daily basis and you will have to message us on a weekly basis for a boost request. If you are interested in it, please let us know.
  
  
  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 the issue.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Mr. ******* concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023 while playing on their casino game they had an event offering awards for spending a certain amount of in game chips. I achieved this award over 40 times but the advertised number of free spins at a certain bet amount was not what I received. I notified them of this error. This second event happened in January of **** and again the award was different than what I received. I added this to my communication with them about the first issue. It has been well over a month and so far, the only thing they informed me of was that the engineers had fixed the problem for future events. They continue to neglect to resolve my issue of not being compensated for the error in their system to begin with. It has been well over a month of back and forth and not getting anywhere other than stating they escalated my issue to the relevant department and are waiting to hear back. No response since then. I am still sitting on the wrong awards that were given to me. I simply want a refund of the in-game chips I spent on those events that I received the wrong awards for or given an equivalent number of free spins at *** bet in a VIP room. My friend code: ******* I am not asking for the actual real money spent on the game, simply the fake in game chips returned. It would not cost the company anything.

  

  Business Response

  Date: 01/31/2024

  We understand that ************** has contacted the BBB regarding free spins value in the Tiger Coin Wilds slot. We are happy to assist her with resolving this issue as quickly as possible.
   
  **************, 
   
  We understand your frustration and send you our apologies for any inconvenience this incident caused you. Let us clarify that when you already have Free Spins in a slot, and you win more Free Spins, if the bet value is higher, then those spins are converted into lower bet spins so that you keep the true value of all your spins. To make spinning more convenient for you, we converted **** spins to 10 spins with the maximum bet. Feel free to open the Tiger Coin Wilds slot and enjoy your gameplay!
   
  We are always happy to help a customer directly. **************, you are always welcome to contact Big Fish Games for any account, ********************** app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
   
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to discuss the 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 free spins in the Tiger Coin Wilds slot.
   
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21224341
  
  I am rejecting this response because:

  Your solution does not make any sense at all. The advertisement states that it is 6 free spins at 125K *** for the first event. It instead gave me 150 free spins at 5k *** amount. I completed and received this award so many times it added up to over ***** free spins. The second event advertised 6 free spins at 250K *** level. Instead, it gave me 300 free spins at 5k *** level. Adding up to the ***** free spins. LET'S DO THE ***** ***** divided by 150 (the amount I was given for an award) would be **** and given that fact I tried to spin away some of them would indicate I received that award about 45 times. Receiving the award 45 times at the correct 6 free spins per would be 270 free spins. The second event giving me 300 free spins instead of 6 again at a lower *** amount. The correct number of free spins if it actually did give me 6 free spins every time as advertised would be 276 free spins.  Now you think reducing it all the way down from ***** to 10 is a fair trade off. No. It is not. The billions of chips spent to earn that award 45 times and it gave me the wrong reward then the billions spent to earn the award during the second event only to be given the wrong award again. Spending well over a month dealing with customer service and getting nowhere. Your solution is an insult. There should be 276 free spins and moved to a max *** in a VIP slot for the error in your system that was false advertisement, billions of in game chips that were used during your events and taking well over a month of frustration dealing with customer service that couldn't simply come up with an easy resolution to begin with but instead drag this out dramatically. No, I do not accept your solution as being anywhere near fair or accurate. 276 free spins moved to a max *** VIP slot or refund the billions of in game chips used during these two events that gave out the wrong award due to an error in your system and over a month of dragging this out. These would be fair solutions to this issue. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/20/2024

  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 am a daily big fish casino player. i also bought chips almost every week. Since last friday, my chips gifting privilege been revoked. I emailed bfc customer support . They said they saw unusual activity on my account and due to that my privilege was revoked and it was final. I emailed them back as i wanted to know what i did, what was that unusual activity because i did nothing wrong. And they ignored me and refuse to send me any answer. 1k gold = 2.5m chips i have over 250k gold and they refuse to swap my gold into chips. But i can still buy some gold without being able to use it. They also blocked the possibility for me to play at a private or at a friend table. So nobody can help me at a private table . BFC force me to play public table. i spent between a thousand to 2 thousands almost every months and since a week, i almost cant play. many different games are giving gold bar. I won for more than 625m of virtual chips in gold bar and i cant do anything with that gold. Some friends offered to help me until i got an answer from bfc and i realized i cant join or open private table anymore. Gold is not a privilege as i pay for my chips and sometimes i was paying for gold too. and i won gold with the chips i bought. To have some differents things like gold or private/friend table revoked without any proof or without any explanation , it is really ****** me off. i try to emailed them a few times and they said all my further email about my revoked privilege wont receive any response. Customer support told me it was a decision from the trust and safety team so i send an email to have a way to contact that team. Of course, there is no way to contact Trust and safety team or the moderation team. we can only talk with customer support and they refuse to give me any response to my email. I spent so much in this app and to be ignored like , i feel like they are trying to find a way for me to buy more and more by refusing to swap my gold into chips.

  

  Business Response

  Date: 01/25/2024

  We understand that ************** has contacted the BBB in regards to the revoked gold exchange privileges. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************,  
  
  After taking a look into your account, we can see that your chip gifting privileges have been removed due to a violation of our Terms of Use. Our system is set up to automatically place these types of limitations or bans on the account if any violation of our Terms of Use occurs. Due to the nature of this activity, this decision is final, and we have nothing further to add regarding this block. You can review our full Terms of Use here:
  
  ************************************************
  
  We are always happy to help a customer directly. **************, you are always welcome to contact Big Fish Games for any account, ********************** app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  We hope that we have resolved ****************** concerns with the revoked gold exchange privileges.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21172912
  
  I am rejecting this response because:
  

  i got the exact same response from the customer support. I want a proof. i want to know which part of Terms of Use i violated. i want to know what specific unusual activity they saw on my account. 

  I pay to be a vip player, im spending my a** for my chips every week and i deserved to know what am i suppose to have done that violated terms of use .

  And it was not only about my gifting chips privilege, it was also because i cant play at a private or friends table. I asked why and i got no answer. i asked to swap gold into chips...no response...i asked for a proof about what i did and no response. 

  I dont have any clear answer about what i did wrong , i only got the same answer that you got and it means nothing to me. I wont accept to have some gold that i won with the chips i bought and to have nothing to do with it for no real specific answer and no proof. and i wont accept to not being able to join a table when a friend send an invite without any reason or proof! i Pay to play and now i dont have any access to many differents things on that game! 

  Give me the details, the specific reason, the specific terms of use i violated, show me the proof. 

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

  

  Business Response

  Date: 02/12/2024

  We understand that  ************** has contacted the BBB in regards to the issue with the in-game acount We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  After reviewing your account, we noticed that your privileges for gifting in-game currency and joining private tables have been revoked by the Trust and Safety team due to violations of our Terms of Use. Please be kindly informed that the Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with players directly.
  
  Our account blocking system is irreversible, therefore we will not be able to reinstate any account permissions 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:
  Terms of Use *****************************************************;
  
  We are always happy to help a customer directly.  ************* , you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to resolve the issue.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ************** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:01/15/2024

  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.

  BigFish Games had a promotional code to get free games. It was code available to everyone in December 2023, there were no terms or any conditions to it being used more than one time. The code was used a few times and although I understand that originally it was not intended to be used more than one time per customer, the code could be freely used. BigFish realized their mistake and sent an email explaining that they would revert all these purchases as the code was meant to only be used once per customer. Fair enough and I completely understand. However they went ahead and decided to also ban accounts and block them from accessing games that were purchased and legally acquired before December 2023. My account was years old and although I told their customer service that I understood the reversal of the purchased games with this code, I was not ok with them banning my account and make me lose a years old account that I had been collecting and curating for my children. There are many customers that are very unhappy with what was done and you can see that in the TrustPilot reviews. I am asking for my account to be reinstated to a date before December 2023 so that this mistake of theirs could be corrected. However, there has been no response except for them saying that its their Trust and Safety team and that there will be no further communication.

  

  Business Response

  Date: 01/24/2024

  We understand that  **************** has contacted the BBB in regards to the unbanning of his account. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************
  
  As the account was banned for multiple usage of a single-use coupon code, we are not able to lift the block on your account because because our blocking system is irreversible. (and bold headline at the top of the page we advertised the coupon on stating that the code is for single use) It would be beneficial for you to review our Terms of Use in order to make sure that you never have to worry about something similar again:
  
  Terms of Use
  
  We are always happy to help a customer directly.  ****************, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  ***********************************************************************************************

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21149456
  
  I am rejecting this response because: There was no mention anywhere of it being a one time use, if you can provide a screenshot of what you are claiming then I will accept it, however at that time, there was no indication of this, check all the reviews since this happened and not one person said it was a one time use (and people did make sure). This is also just poor planning and executing on your part to set up a code that should only be a one time use and not program it accordingly.

  Like I said, I wish to regain my account before this incident, I do not care about the games acquired with this code and I was more than ok with you reverting these purchases using an incorrect programmed code.
  

  Since you say the account blocking is irreversible, then I will accept you give me access to all the games I acquired legally before this incident with a new account. I can provide a list of these acquired games and make a new account. These ********************** had been curated for my children and were legally acquired through your website long before this incident.
  

  Please let me know where to send this list of games acquired before this incident or how to proceed.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/06/2024

  We understand that  *************** has contacted the BBB in regards to the account ban We are happy to assist them with resolving this issue as quickly as possible.
  
  ***************,  
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with  the players directly.

  Our account blocking system is irreversible, therefore we will not be able to lift the block for you. Please note that our coupon codes are for one use only.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 .  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 clarified ***************** concerns with the account ban.
  
  Contact Customer Support

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21149456
  
  I am rejecting this response because: This is a cookie cutter response that has no backing in what they are claiming and have no offered a single solution other than saying the ban cannot be reversed. If this is how they do business, then I understand why this business is rated so poorly everywhere.

  As I have said before, I am willing to compromise and accept a new account that had all the games I had legally acquired before this incident (going so far as to provide a list of the games that had been acquired). I however reject the cookie cutter broken record response and I do not understand how the BBB allows them to continue to do business with such practices and offer no solutions to customers.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/07/2024

  I am attaching a picture of their response to my email.

  They have no intention of fixing this issue and are simple ignoring the problem.

  What horrible business practices.
  

   

  Please let me know how to proceed.
  

• Initial Complaint

  Date:01/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************** Jan 15, ****, 8:12AM PST Big Fish charged me ***** this morning for my last app purchase (still showed pending at bank) and then charged me again when I deleted my debit card from my phone. Attached are ITunes/Apple purchase history, and bank charge screenshot. I need a refund or comparable chips, preferably refund as this isnt the first time that this has happened. I am becoming very apprehensive about making future purchases and am tempted to report this to BBB if not remedied. Please help.Attachment(s)

  

  Business Response

  Date: 01/22/2024

  We understand that ************** has contacted the BBB in regards to the recent charges he can see on his account. We are happy to assist him with resolving this issue as quickly as possible.
  
  **************,
  
  Having reviewed purchase logs of the account ********, we can confirm that there is one $99.99 purchase registered on our end on the 10th of January and four purchases made on the 17th of January. We did not spot any charges on the *****th of January.

  I can see that purchases on your account go through iTunes. Since third party vendors, like iTunes, sometimes bulk multiple charges together, I'd recommend you to contact iTunes Customer Support in regards to refund request as unfortunately, we are unable to access iTunes billing system or look into a purchase history. Apple customer service should usually respond to you within 48 hours.
  

  We are always happy to help a customer directly. **************, you are always welcome to contact Big Fish Games for any account, ********************** app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. 
  
  We hope that we have resolved Mr. ****** concerns with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/22/2024

   
  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:01/10/2024

  Type:Customer Service 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 had bought a game back in 8/9/23 called "My Hobby: Needlework Fantasy Land for the pc and has soon as I clicked on it to play it it was so blurry that you could not tell where the play button was or the exit button. When I contacted Big Fish Games about it I even showed them a picture of the game on my computer and all they did was give me a coupon to replace it. I told them I wanted it fixed and that it was later told to me it was a bug but they have not yet fixed it to this day. I have been trying to find out if or when the fix will be out and they have not reply to my question and this is not the first game that I have from them that they will not fix I have a couple that I can no longer play. I will not buy any more games from them until they fix the games.

  

  Business Response

  Date: 01/24/2024

  We understand that  ******************* has contacted the BBB in regards to being unable to play My Hobby: Needlework - Fantasy Land. We are happy to assist her with resolving this issue as quickly as possible.
  
  *******************,
  
  I'm escalating this to our senior team so we can figure out the next steps. Please know we are currently receiving a high volume of tickets, and unfortunately there will be a delay with our next response. We are working through these tickets as quickly as possible and will get back to you as soon as we're able.
  
  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 get the game working.  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.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21114773
  
  I am rejecting this response because: They had months to fix it when I first show them the screenshot of the game and it is still not fixed.I am still unable to play it.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/05/2024

  We understand that  Ms *************;has contacted the BBB in regards to a game play issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  *******************,
  
  Firstly I would like to apologize for any inconvenience the game play issue *** have caused you. I would like to let you know that your issue has been raised to the relevant department, and they are currently looking into this on their end. I see that you were issued points by previous advisors to kindly purchase another game in the interim. 

  
  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 get you playing the game. 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 the game play issue.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21114773
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/09/2024

  They did send me help to fix it and it is now working great there is no more issues with the game.

  Thank You

• Initial Complaint

  Date:01/05/2024

  Type:Sales and Advertising 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.

  Can't add anything to cart or buy

  

  Business Response

  Date: 01/14/2024

  Big Fish Recent BBB Correspondence:
  
  We understand that ******************* has contacted the BBB in regards to not being make purchases. We are happy to assist them with resolving this issue as quickly as possible.
  
  Hi *****, 
  
  My name is **** and I'll be assisting you. I understand that you have had a cart issue which has prevented you from making purchases on our site. This issue may be caused by your browser. As a first step, please try using a different browser like Mozilla Firefox or ****** Chrome + Incognito mode
  
  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 fix your purchasing Issue.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ****** concerns with being unable to make purchases on our website.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  big Fish had a side game called chance. Where when you spun a certain amount of chips about 2 billion they give you tokens or tickets. Which, intern you would collect for prizes, free spins.Chips Chips and a few other prizes. It takes anywhere from 10 to 20 tickets or tokens to reach the top which was 93 million prize. And then would reset again for you to start over. I had over **** tickets when I went to bed and then when I woke up in the morning I had 10 tickets. Steel three days remaining on the promotion. I have emailed big Fish at least six times or more to correct this. And they never addressed my issue. They just sent me an email about something regarding tickets for something else which was not what my problem was.. I have explained on every email and they keep getting back to me with something other than what I was asking them for. Its they werent even reading my emails. I even sent screenshots to no avail. They keep coming back to me about tickets for something else which was not what I was talking about. The promotion is gone now and I lost out on billions and chips and hundreds maybe even **** for games. as I said it took about 15 to 20 tickets to get to the ****** million and I had ******************************************************************************************************************************** even resolve the issue and I feel Hurt and I feel like I have been cheated and nobody there is helping me even with all the emails that I have been sending so thats why Im making this complaint against them and hopes that they will fix the issue because I have no other option because they keep getting back to me with nothing and thats not right .

  

  Business Response

  Date: 01/12/2024

  We understand that ************** has contacted the BBB concerning missing picks in the recent Chance mission. We are happy to assist him 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 apologize for any disruption to your gaming experience. Currently, our engineers are investigating the incident and once this is done, we will be able to issue appropriate compensation to all affected players. This being said, compensation for the missing picks will be provided as soon as possible and you will be updated accordingly. Meanwhile, thank you for your continuous patience.
   
  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 compensate the missing bonuses. 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 missing picks.
   
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21098192
  
  I am rejecting this response because:
  No resolution has been offered only to wait and see what their engineers come up with. Were going on the fourth week now since my original complaint Will update this, if big Fish ever decides to do with right. 
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/18/2024

  Please only emailed me last week and now theyre not replying back any longer

  Customer Answer

  Date: 01/26/2024

  Bigfish stopped responding to my emails and have not helped or fixed the problem. Still waiting on my compensation that is probably not even coming.

  

  Business Response

  Date: 01/30/2024

  We understand that ************** has contacted the BBB concerning missing picks in the recent Chance mission. 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 Chance sidegame.  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 show our appreciation and make up for the inconvenience caused, we have credited your account with some virtual complimentary coins and chests. 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 compensate the missing bonuses. 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 missing picks.
  
  Contact Customer Support
  ***********************************************************************************************
  
  

  Customer Answer

  Date: 01/30/2024

   
  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:12/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 16th at approximately 7:47 pm , I attempted to open up 11 Massive Chest . Upon attempting to open up the chests, the system wouldnt allow me to , It brought up a message saying ( Left table , would you like to rejoin ) At that time the system locked up on me . There system often does that when your trying to redeem chests . The chest amounts are extremely high in Massive this is away that they can get out of paying chest payments . It happened to me once before. I immediately took a picture, and I hit the main menu. When I hit the Man menu , the chest were no longer there. I immediately sent Big Fish a email , and without them investigating, they insisted that I send over proof, followed up by saying that all of the chest were paid . So in other words they blew me off . I am asking for 20 billion chips , I had 11 Massive chest.

  

  Business Response

  Date: 01/16/2024

  We understand that ******************** has contacted the BBB in regards to app freezing while opening Massive chests on the 16th of December. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************, 
  
  According to the gaming logs of your account, on the 16th of December at 19:45:23 PST you opened 11 Massive chests and their contents have been successfully transferred to your account. Kindly note that these chests included only tokens that are collected to complete Set levels. To view tokens, you should go to Treasures, then tap on View Sets. Also, kindly note that there were no virtual chips in those chests.
  
  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 the 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: 01/16/2024

   
  Complaint: 21029810
  
  I am rejecting this response because:
  The system wouldnt allow me to open up the chest , and it would have been at least a billion chips for that many chests ! 

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

  

  Business Response

  Date: 01/29/2024

  We understand that ******************** has contacted the BBB in regards to the issue with opening chests on the 16th of December, 2023. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,  
  
  Upon checking your account, it was confirmed that you successfully opened up 11 Massive chests on 2023-12-16 at 19:45:23 and received tokens properly. Kindly note that a chest doesnt contain virtual chips. These chests included only tokens that are collected to complete Set levels. To view tokens, you should go to Treasures, and then tap on View Sets. 
  
  We are always happy to help a customer directly. ********************, you are always welcome to contact Big Fish Games for any account, ********************** app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  We hope that we have resolved ********************** concerns with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21029810
  
  I am rejecting this response because: I was never able to even retrieve the chest. The system wouldnt allow me to Ive already sent over a picture showing proof . 
  
  Sincerely,
  
  ***********************