Business Profile

Online Gaming

Big Fish Games, Inc.

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.
74 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11-24-2023 I made a purchase of $49.99 with Big Fish Casino. I was to be awarded ************* points however the points were not received. I reached out to consumer service and they insisted the points were placed. However this isnt factual.
Business Response
Date: 11/29/2023
We understand that **************** has contacted the BBB in regards to his recent purchase. We are happy to assist him with resolving this issue as quickly as possible.

****************,

According to purchase logs of your account, on the 24th of November you made several purchases that were successfully credited to your account. Please check the timestamps below for your reference:

2023-11-24 00:08:20 PST - ************* virtual chips;
2023-11-24 09:59:38 PST - ************* virtual chips;
2023-11-24 10:59:13 PST - ************* virtual chips;
2023-11-24 11:28:45 PST - ************* virtual chips;
2023-11-24 20:23:16 PST - ************* virtual chips;
2023-11-24 20:56:49 PST - ************* virtual chips;
2023-11-24 21:50:42 PST - ************* virtual chips;
2023-11-24 22:00:07 PST - ************* virtual chips.

I can see that purchases on your account go through iTunes. To look into the order you are referring to in question, can you please send me a screenshot of the receipt for the purchase from iTunes? This will allow me to confirm if the purchase credited correctly. If you need any steps to attach a screenshot, please reply directly to this email and let me 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 reach an agreement. 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
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Initial Complaint
Date:11/23/2023
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 purchased 4 games as well as renewed my subscription using mostly my existing credits, I put in my PayPal for the remainder and the money came out of my account, but your site says that it was unable to process the payment and it won't complete my purchase.
Business Response
Date: 11/29/2023
We understand that ********************** has contacted the BBB in regards to your purchase issue. We are happy to assist her with resolving this issue as quickly as possible.

**********************,

In order for us to be able to investigate your case properly we would need you to send us a screenshot of the error message that you are getting while trying to make a purchase.

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 problem. 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 her issue.

Contact Customer Support
***********************************************************************************************
Initial Complaint
Date:11/19/2023
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.
Big Fish has not responded or attempted to help me recover almost 100 games that I have purchased over the years. I have written many emails to them and explained in great detail that my password(s) are not working and I do not have access to my games. I also cannot purchase any new games because it does not recognize my account. If necessary, I can download the many emails I sent to them (and only received a one sentence reply with a temporary password---that does not work either!!) This is not a gliche or problem on my end---I cannot get access to my games and would like them replaced or refunded. I even wrote to the *** of the company and have not received a reply from him either. I am frustrated, angry, and saddened that I cannot use any (except for 3--and I don't know why I can use only them) games. If it were only a few games it would not be so bad, but have been buying since 2015. Slowly those purchases were unavailable because they were no longer selling those games--but I had already purchased them. Just because they were older,l they took them away from me. But now, as I stated, I cannot get to any records of my many purchases (called "history") and do not know why they do not have any records. Any upstanding company would have those records. Since they have made no attempt to answer my emails, I have no recourse and am at a loss as to how to pursue this further.
Business Response
Date: 11/29/2023
We understand that ************** has contacted the BBB in regards to her account issue. We are happy to assist her with resolving this issue as quickly as possible.

**************,

Please, accept our sincerest apologies for the delayed response. We would like to let you know that managed to locate one of your accounts with a purchase history from 2008 and multiple game orders.

We would be more than happy to reset the password for you, but in order for us to do this, you would need to send an email directly from the email address linked to the account. This is the one that you mentioned in our communication system.

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

I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to resolve any 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 Ms. ****** concerns with her issue.

Contact Customer Support
***********************************************************************************************
Customer Answer
Date: 11/30/2023

Complaint: 20891294

I am rejecting this response because: Big Fish always says they are willing to do whatever is necessary and to feel free to contact them. I did many times with NO RESPONSE. Also, they plan to give me a new password so I can access my account. I have 3 accounts, which they did not mention, nor do they care to recover those purchases. I am wholly disheartened once again with them. I will, however, attempt to use their password (which, as I explained to them, has not worked in the past) to regain some of my purchases. I want them all back, not just some of them. Therefore, I am not satisfied with their response and will not be satisfied until all of my games have been restored.

Sincerely,

*****************
Business Response
Date: 12/11/2023
We understand that *************** has contacted the BBB in regards to your account issue. We are happy to assist her with resolving this issue as quickly as possible.

***************,

Upon looking at your account, I see that there has been a password reset sent through to you. Please respond back to the email if this did not help with clarity on which account is still giving you issues. We will gladly assist

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 regain access to your accounts.  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 account issue.

Contact Customer Support
Customer Answer
Date: 12/13/2023
Big Fish was only successful in giving me access to one third of my purchases. I answered them with that information and have not heard back. They feel they have completed my complaint. I still wish to obtain the other two-thirds of my purchases which were purchased with two other email accounts that they have been told about. As stated, they only gave me access to one account and so there are many more games that I paid for that I still do not have access to. When they decide THEY are satisfied that they have helped, they give up assisting me any further AND they do not reply to my emails. I am still very, very frustrated and disappointed with their service. I know this is something that they can easily resolve, but when they don't reply to my problems, it will never get done and they don't seem to care (even though they keep saying feel free to contact them with any problems. You can contact them, yes, but they do not respond!!
Customer Answer
Date: 12/13/2023

Complaint: 20891294

I am rejecting this response because: Just stated on your other form.....

Sincerely,

*****************
Business Response
Date: 01/14/2024
Big Fish Recent BBB Correspondence:

We understand that ************** has contacted the BBB in regards to not being able to access 2 of her 3 Big Fish Games accounts. We are happy to assist her with resolving this issue as quickly as possible.

**************,

I understand you have not been able to access your Big Fish Games accounts. I've searched our system using the email address you provided, but was unable to find your account.

In order to locate your account in the system, I'll need a bit more information. Here's what will help me get this resolved for you:

First 6 and last 4 digits of the card that was recently charged

Example: 1234 56XX XXXX 7890

The 9 digit Order Number that appears next to the charge
Item description for the charge on your bank or credit card statement
Any other email addresses that *** have been used
Date and amount of charge
Billing address

This will be for both accounts.

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 locate you other 2 accounts. 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 not being able to sign into her accounts.

Contact Customer Support
***********************************************************************************************
Customer Answer
Date: 01/14/2024

Complaint: 20891294

I am rejecting this response because: The accounts they have asked for have already been given to them. My credit card company cannot issue me purchases that far back and I explained that to them. (By the way---I have NOT received the above letter to my email account. This is the first time I have seen it. Curious. I have had it with Big Fish. Apparently they are really not interested in re-downloading my games. So at this point, all I can do is ask for a decent credit and then be done with them. I have hesitated to ask for credits, because I really do not like the way they pretend to accommodate their customers complaints. So I am at a loss as to what to do at this point. I have spent months researching the information I gave them--to no avail. No matter what info I give them, they always want something more. Since I have given them a partial list of the games I purchased, they should be able to just download them for me or give me access. Every time they give me access--it does not work. What would you do in my case to obtain satisfaction and either get my games back or allow me to download them or they download them for me....??

Sincerely,

*****************
Customer Answer
Date: 02/12/2024
I have heard nothing else from you or Big Fish after my last reply. They wanted the purchase order numbers for the games I purchased. They were all done with credit cards, and *********** does not have records that go back that far. Since Big Fish is not willing to go any further, I requested some kind of credit for the many, many games I paid for. I have heard nothing--and I have heard nothing from BBB. I am not willing to let this go. If I have to write to the Attorney General, Consumer Affairs, etc. I will. I am very upset about the hundreds of games I purchased and only have 4 games now.
Please let me know what the next course of action should be. Thank you.
*****************
Business Response
Date: 02/19/2024
We understand that  ************** has contacted the BBB in regards to her account access troubles. We are happy to assist her with resolving this issue as quickly as possible.

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

We have requested the necessary information to be able to locate your remaining accounts in the system and reset the credentials for you:
First 6 and last 4 digits of the card that was recently charged
Example: 1234 56XX XXXX 7890
The 9 digit Order Number that appears next to the charge
Item description for the charge on your bank or credit card statement
Any other email addresses that *** have been used
Date and amount of charge
Billing address

Without this information we can not locate and verify your accounts in the system, regrettably.

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 from your email address (******************).

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 issue. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.

We hope that we have resolved Ms. ****** concerns with her account loss.

Contact Customer Support
***********************************************************************************************
Customer Answer
Date: 02/22/2024

Complaint: 20891294

I am rejecting this response because: I have already given Big Fish the information they are asking for in great detail many times!!!! As stated in my last letter to them, these purchases go back to 2008, and it is impossible to obtain copies of invoices. They try to appease me by giving me a new code to access Big Fish, but all that does is set up a new account and does not get me back to any of my original purchases. I am at my **** end with this. They claim to be so cooperative and helpful, but all they do is ask for more and more information everytime. And each time they give me a new "code",it just sets up a new account. It does not give me access to my purchases. What the heck kind of outfit is this that cannot see my purchases and let me download them. I am NOT giving up on this, as I have purchased at least a hundred games from them, and they have no record?????? Please stop lying to me and re-read my detailed emails that I sent a few months ago that have my credit card numbers, what games I purchased, and my emails and usernames.

Sincerely,

*****************
Customer Answer
Date: 03/25/2024
You stated that you have closed this file because a) I either did not accept their response or b) did not notify BBB. I have done BOTH on several occasions, but keep getting the run-around from Big Fish and from you. I will file a complaint with the Attorney General, Consumer Affairs and other organizations because this is ROBBERY and no one cares!!! They are crooks and pretend that they will assist, and just continue to say they will help, and they never have and now I see that they never will. I will continue to fight for the hundreds of games that they stole from me until I get some satisfaction. Obviously, you cannot do anything except post complaints, which does not help those trying to recover their products.
Initial Complaint
Date:11/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 9th 2023, fire kirin American gaming offered me a deal of 300 for depositing 100. I did tht. After 6 hours i received the payment I realized that I never received the 300 and was only awarded half I immediately requested for my money back they argued for another 6 hours and today me to get my money back I need to deposit another 40 so I did and after that I never received a dime.
Business Response
Date: 11/14/2023
We understand that **************** has contacted the BBB in regards to issue with the online game. We are happy to assist him with resolving this issue as quickly as possible.

****************,??

Thank you for reaching out to us with your concerns regarding the deposit issue. However, we would like to clarify that Big Fish Games company does not own the Fire Kirin game that you are referring to. We are a separate entity and have no affiliation with that company. Moreover, there is no real money option in our games.

To address your issue and seek resolution, we recommend contacting that company's customer support directly. They should be able to assist you with any problems you've encountered.
Initial Complaint
Date:11/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've purchased games from ******** *** ***************************************** fr the past 6 years and all was OK till they updated their webite, now no matter what game I tried to purchase they will not play on my Mac. I have e-mailed Bigfish several times with all the orders numbers and told them to refund my purchase, but they keep updating and giving me reward points that I cannot use. It's like thay do not resd my messages, but keep ending me e-mails asking for the info I have sent several times. Help!!!******************************* <****************************>Fri, Nov 10, 4:05?PM (2 days ago)to Big **************************** Order #********* This game didn't work Spooky Dwellers 2 Collector's Edition SKU: F16089T2L1 Links Downloadable Game (download (*******************************************************************************************************************************) )1 $19.98 Subtotal $19.98 Tax $0.00 **** Reward Points -$19.98 Grand Total $0.00 Also Order #********* Show me the MONEY!!!, ******
Business Response
Date: 11/21/2023
We understand that  *********** has contacted the BBB in regards to not being able to access and play our games since the website update. We are happy to assist her with resolving this issue as quickly as possible.

***********,

I understand that you have not been able to play some games since the site update. In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problem. Please reply with the following information:

When exactly did the error or problem occur?
If you received an error message, what does it say?
Any recent changes to your system (anti-virus update, new hardware) ?
Does the problem occur when trying to play a single game or for multiple games?
Which operating system is on your computer (Windows XP, Windows 7, Windows 8, Mac)?

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 games you've purchased working again. 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 not being able to access some of the games after the site update.
Customer Answer
Date: 11/21/2023

Complaint: 20859920

I am rejecting this response because: I have sent 5 e-mails stating over and over all the information that biig fish needed, it's as though they do not read the e-mails.

Sincerely,

******************************* ****
Business Response
Date: 12/06/2023
We understand that  ****************************** has contacted the BBB in regards to the game issue which she is requesting a refund for. We are happy to assist her with resolving this issue as quickly as possible.

******************************,

Based off our refund procedure, we are only able to refund to the original method of payment and upon looking into your account I can see that you used Big Fish points to purchase the game hence we are unable to process a refund. Please also note that we work on new games and you could potentially find a game that is most suitable for your operating system.

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

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

We hope that we have resolved *********************-Pangs concerns with the game issue which she is requesting a refund for.

Contact Customer Support
Customer Answer
Date: 12/06/2023

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, I give up!!!

******************************* ****
Initial Complaint
Date:11/10/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lost all my games due to a software update and all my games were taken away but I submitted the issue to big fish around June of ***************************************************************
Business Response
Date: 11/21/2023
We understand that **************** has contacted the BBB in regards to not having a product key to activate her games. We are happy to assist her with resolving this issue as quickly as possible.

****************,

Ive included your key below, and you should be able to use this information for all of your games. To enter the key, simply follow these steps:

1. Run the game that has been getting the security key error.
2. Click OK when prompted.
3. Enter the information listed below in the 'Name' and 'Key' fields.
4. Click OK to submit this information. If successful, a message saying that the key is valid and has been stored successfully should appear.

Please note that when entering security keys, you will be prompted for two pieces of information: "name" and "key". Please enter the information listed below into the "name" and "key" fields.

Heres an example of how to enter the information:

Name: Unixe
Key: 4EFE-4E22-E07C-957C

If possible, I recommend using the Copy and Paste functions to enter the key, as this is faster and more accurate than typing the key by hand.

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 activate your purchased games. 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 a product key.

Contact Customer Support
***********************************************************************************************
Initial Complaint
Date:11/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have over 100 games bought from big fish over the years and now I cannot play over 80% of them I have contacted big fish several times over the last month and get a run around by customer support. I have done everything that I was told to do such as uninstalling and reinstalling the game manager checking computer all drivers are up to date video card current All worked fine until they upgraded the game manager I have a lot of money invested in these games and was promised these games were mine forever so they need to fix the problem or refund all my money. If not then they are running a scam Any help would be appreciated I am not alone on this problem There are a lot of us in the same boat
Business Response
Date: 11/05/2023
We understand that **************** has contacted the BBB in regards to not being able to sign in and purchase games. We are happy to assist her with resolving this issue as quickly as possible.

****************,

I understand that you have had some trouble with signing in and purchasing games. In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problem. Please reply with the following information:

When exactly did the error or problem occur?
If you received an error message, what does it say?
Any recent changes to your system (anti-virus update, new hardware) ?
Does the problem occur when trying to play a single game or for multiple games?
Which operating system is on your computer (Windows XP, Windows 7, Windows 8, Mac)?

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 help you access your Big Fish Games account. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.

We hope that we have resolved Ms. ******* concerns with signing into her Big Fish Games' account
Customer Answer
Date: 11/13/2023
still waiting on an answer from Big Fish I sent a diagnostic test to them and am waiting on some sort of solution Please keep this case open until resolved
Business Response
Date: 11/21/2023
We understand that ***************** has contacted the BBB in regards to some games having an Access Violation error. We are happy to assist her with resolving this issue as quickly as possible.

*****************,

Thanks you for providing the ************** results, to further assist you, please confirm whether the Access violation error is occurring during activation or when launching the game.

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 your games working again. 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 ********************* issue with her games.

Contact Customer Support

***********************************************************************************************
Customer Answer
Date: 11/27/2023
I have answered all questions asked of me and still no response from Big Fish support I have over 500 games purchased and can only play 5 or 6 of them that's a lot of money paid out for me not to be able to play them
Business Response
Date: 12/11/2023
We understand that ***************** has contacted the BBB in regards to your game issue. We are happy to assist her with resolving this issue as quickly as possible.
*****************,
We have sent communication to you with the steps to follow in order to resolve your issue. Please do let us know if they do not work so we can be able to assist you further, you can reply back to the email with a screenshot so we can further investigate the matter.

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

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

We hope that we have resolved Ms ******** concerns with the game issue.

Contact Customer Support
Customer Answer
Date: 12/12/2023
I have fixed the problem myself Big Fish did not do anything to help so I am not satisfied with the support team I did everything they told me to do and no results I had to ****** help and finally fixed it
Initial Complaint
Date:11/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer since 2008 with no issues. My membership allowed BF to take $6.99 per month from my bank account. The money bought points I can use to purchase games. I put the game in the cart and use my points for the purchase. Now, when I choose "Buy" and go to the cart there's no item in the cart and I have 0 points. For several weeks BF had someone helping and I did everything they said with no success. In the last week, someone new said they were looking into it and nothing since. I would like a refund for the 6 months of paying the fee of $6.99.
Customer Answer
Date: 11/05/2023
My request for the refund only includes the amount I have paid but not used. I'm not asking for anything I didn't already pay in as a subscriber. Wanted to clarify.
Business Response
Date: 11/05/2023
We understand that **************** has contacted the BBB in regards to not being able to sign in and purchase games. We are happy to assist her with resolving this issue as quickly as possible.

****************,

I understand that you have had some trouble with signing in and purchasing games. In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problem. Please reply with the following information:

When exactly did the error or problem occur?
If you received an error message, what does it say?
Any recent changes to your system (anti-virus update, new hardware) ?
Does the problem occur when trying to play a single game or for multiple games?
Which operating system is on your computer (Windows XP, Windows 7, Windows 8, Mac)?

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 help you access your Big Fish Games account. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.

We hope that we have resolved Ms. ******* concerns with signing into her Big Fish Games' account
Customer Answer
Date: 11/06/2023

Complaint: 20824712

I am rejecting this response because:
The response is asking me to start over on weeks of back and forth efforts. I have provided the info, and done everything they asked me to with no success. I've had to install numerous different browsers. I've had to follow numerous instructions on cookies, history, procedures and suggestions.....none of which worked.
I'm not interested in starting over when there are so many other sites selling games. I have **** points saved up which represents the 6 months of game club money collected from me that I have not been able to use. If they don't refund this, then they will have stolen my money. I'm well into my 70's and have little money. Since I'm not able to get around much, playing computer games is an important way to pass the time.
Thank you for any help.

***********************
Business Response
Date: 11/21/2023
Hello *****,

Thanks for getting back in touch, I'm sorry for the length of time it has taken me to response to you.

Looking at your account, you currently have **** Big Fish points which you can use towards future purchases. Looking your ********** your subscription is cancelled as per your request on 13-Oct-2023. The last payment we took towards your ********* membership was on 18-Sep-2023.

In regards to your cart showing as empty when checking out, please either use a different browser or use Chrome in Incognito mode, again, I apologize for this issue.

Best regards,
**** C???
Initial Complaint
Date:11/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made purchases from Big Fish Casino to play a virtual game on 10/23/2023. The charges were sent to my credit card. But the firm is trying to bill for purchases I already paid for in full. There are three charges of $99.99 each totaling ****** with tax. These are duplicate charges which I paid for.
Business Response
Date: 11/07/2023
We understand that ************ has contacted the BBB in regards to the purchases made from Big Fish Casino on the 23rd of October. We are happy to assist him with resolving this issue as quickly as possible.

************,

According to the purchase logs of the account ********, there are five $99.99 packages purchased on the 23rd of October. Each of these packages included *********** virtual chips that were successfully credited to your account.

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 if you have any questions regarding these transactions as unfortunately, we are unable to access iTunes billing system or look into a purchase history. You can reach Apples iTunes email support site using the link below and clicking on the iTunes Store section:

Contact Apple Support

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.

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 reach an agreement. 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: 11/08/2023

Complaint: 20823126

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:10/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the past year I've been trying to access games from Big Fish Games already purchased from them. No matter what I do I can't get into my account at BFG. I've continuously reset my password, But their site refuses to take the new passwords. Nor can its OWN employees get me into this site, as it refuses to take even the temp passwords they supply. I either want access to already purchased games or a refund for the merchandise I've already purchased. Please help me. I've no trouble with any of the other sites where I've purchased items. it's just Big Fish Games. Thank you for your help. *******************************.
Business Response
Date: 11/01/2023
We understand that *********************** has contacted the BBB in regards to your password reset issue. We are happy to assist her with resolving this issue as quickly as possible.

***********************,

I apologise to see that you have not been able to access your account. This is not the service we strive to offer you. Upon checking on my end I do see that the advisor sent through a password reset to assist with granting access into your account, however we did not receive any response from you to state that this process did not help. We appreciate feedback as it allows us to assist you with further steps.

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 regain access to the account. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.

We hope that we have resolved Ms *********** concerns with the password reset issue.

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