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:10/24/2023

  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 was offered a special VIP offer for $24.99 (********). When I clicked on it, it showed what was promised for that amount. 425 million chips, one week chest boost and a mystery gift. Once I pushed purchase I got a completely different package which they charged my account $80 (********) and gave me 1/3 of the chips promised (162 million) plus 8 free spins the spins yielded nothing but blanks. I wrote to complain and have them correct this mistake and reimburse me. The response took more than 13 hours. In the meantime, I played out what they gave me. They refuse to work with me and reimburse both myself and my account the difference. They are saying because I used the package they cant reimburse me. They absolutely can and should. Im a long time customer to them and they should respect that in itself. They always absolve themselves of any accountability and this should be stopped. This should not ever be allowed and I hope you can help settle this as it should have been done in the first place. I thank you for your help in this matter. *********************

  Customer Answer

  Date: 10/24/2023

  I forgot to add my Friend codes for big fish games. The Fc for the account Ive lodged a complicated against is ********. My main account in which I correspond with customer service is ********. 
  ****

  

  Business Response

  Date: 10/25/2023

  We understand that **************** has contacted the BBB in regards to the purchase she made on the 18th of October. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,  
  
  We understand the frustration this situation must have caused. Please accept our sincerest apologies for any inconvenience and for any possible miscommunication in our previous communication. Please be assured that our team of engineers is actively investigating this issue to identify its root cause and implement preventive measures to ensure its non-recurrence in the future. Our intention is to compensate for any inconvenience you encountered and to express our gratitude for your continuous support, so kindly be informed that the package you intended to purchase on the 18th of October will be credited to your account shortly.
  
  Thank you for your understanding and continued support and do not hesitate to contact us if you have any other questions or concerns.
  
  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 regarding this situation. 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 about her recent purchase.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 10/26/2023

   
  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,
  
  *********************

  Customer Answer

  Date: 10/28/2023

  Hello 

  its with great disappointment that I am writing back to inform you that Big Fish Games, (FC #s ******** & ********) has not honoured their proposed agreement.

  Unfortunately, they have also chosen to ignore me in any way. 
  I have been a part of the daily VIP program for as many years as I can remember, today theyve ignored my ticket for my daily boost and blocked me from reading my tickets. 
  Please find attached my response to their behaviour in this matter. 
  I have lost trust in their willingness to work in a positive way with the very people that keep them employed, the paying customer. I can no longer trust buying from them unless this is resolved properly as it should have been done in the first place. 
  I thank you for your help in resolving this matter. 
  

  Sincerely 
  

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

  

  Business Response

  Date: 10/31/2023

  We understand that **************** has contacted the BBB in regard to the issue with the *** Host promo offer. We are happy to assist her with resolving this issue as quickly as possible.
   
  ****************,
  
  We totally understand your concern regarding missing items in the promo package you purchased in the Big Fish Casino app. It must be very frustrating to not receive what you paid for and we are genuinely sorry for this incident. We are happy to inform you that ************* virtual chips and 3 Colossal Chests have been added to your account. As a token of appreciation and our apology, we added some more virtual chips on top of that. Hope they help you to win big!
  
  As for the daily boost for October, 31st in your Jackpot Magic Slots account, it has been added as requested. In order to avoid any confusion, we would like to clarify that no block for tickets was implemented. Once again, we sincerely apologize for all the negative impressions received. 
   
  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 any concerns.  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 *** Host promo offer.
   
  Contact Customer Support
  ***********************************************************************************************
  

  
  

  Customer Answer

  Date: 11/01/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:10/22/2023

  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.

  01/16/2021 bought ****** Fashion Show:World Tour. Last month it started asking for a key code. I wrote the company thru their help link. I answered the one email they sent asking for more info. I have sent them at least 10 emails asking for the key code or my money back. They won't respond or give me a key code. I still cannot play the game and big fish is not helping

  

  Business Response

  Date: 11/01/2023

  We understand that ************ has contacted the BBB in regards to the game issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************, 
  
  I would like to inform you, that our engineers are working on the fix of this issue. I have managed to locate the transaction in our system, which is worth ****usd and since we can not refund orders, older than 1 year, I have credited your account with **** points, which is equivalent 10usd, so you can purchase another game until we fix your current issue. Also, once the security key for the "****** Fashion Show: World Tour" game is ready, we will get in touch with you right away.
  
  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 rectify this incident.  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:10/20/2023

  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.

  Was billed $6.99 on 10/13/23, $7.48 on 9/13/23, $10.69 on 7/7/23 and $17.70 on 5/5//23. During this time I have tried several times to access my games and was getting a 'wrong password' message. I'd contact them with the 'Forgot Your Password' link & they'd email a temporary password which never worked. I could only access the games I'd already downloaded to my computer. I requested password reset 16 times just this summer. I sent an email to them to cancel my account since it was useless to me. This has been so frustrating.

  

  Business Response

  Date: 11/01/2023

  We understand that  **************** has contacted the BBB in regards to your password issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  I have reset your password once again. Please, try to access your account with your new temporary credentials sent to your mailbox directly through our Customer Support mailing system, and make sure to change these after you are logged in:
  Email:**************
  Password:*******
  Also, I have successfully refunded the 2 mentioned transactions for you and it should arrive in your bank account during the next 3-5 business days. If you still can not log in, or wish to delete your account, please respond directly through our Customer Support email 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 rectify any issues that you have.  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: 11/01/2023

   
  Complaint: 20762836
  
  I am rejecting this response because: I am still unable to log in to my account. I have tried every suggestion and used Firefox, Chrome & MS **** with both of the email addresses that I have used in the past. You send me a new link to reset my password & it NEVER works. I don't want to create a new account because I'd lose all my games & there are some in one of the accounts that aren't showing. You added all my points back & then deleted them so I have a minus balance in points according to emails I received. I'm not concerned about points. I just want to get all my games downloaded. I have two accounts & neither one works. I use Windows 11 which I thought might be the problem but others use it with no problem. I've cleared the cache on all browsers.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 11/01/2023

  UPDATE: I decided to try one more time and I got in and ALL of my previous game downloads appear to be there! Please consider this complaint to be settled. I am currently downloading one from a couple of years ago and it's worked great. Thank you!

• Initial Complaint

  Date:10/17/2023

  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 play a game called jackpot magic slots with big fish games **** they had a promotion going on (Tournament Champion Spree) I completed the promotion and never received my payout. Ive contacted them and their response was that it was a random drawing. Nowhere does it state that its a random drawing to one person. I spend a lot of money with that company and I would like my 100billion coins that I earned. This is false advertising. I have screen shots of the promotion and also me completing said promotion. I also have a screenshot of a different promotion (Spin for Jackpots) where it does state its a random drawing but it is not that way for the tournament champion spree if it was supposed to be that way then it should of had that in fine print.

  

  Business Response

  Date: 10/25/2023

  We understand that **************** has contacted the BBB in regards to the Tournament Champion Spree contest. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,

  Thank you for contacting us regarding this matter.

  Let us clarify that Tournament Champion Spree is a contest meaning that there is only one winner. This being said, placing first in the Slot Tournament just gives you a chance to win the contest and receive a big prize. We understand that the information on the pop-up could be confusing and we want to thank you for your feedback. It was passed to our development team for further consideration. Once again, kindly accept our apologies for any inconvenience and confusion this situation has caused you. 
  
  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 come to 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 **************** concerns with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20743586
  
  I am rejecting this response because: Although you state the tournament champion spree was for one winner no where does it state that in the pop up or anywhere on your website. Every other tournament states if its a random winner or multiple winners. I would appreciate the 100bil coins I earned. Your false advertising for the tournament is not my fault and I believe as a business you should honor my request. Im a good paying customer for many years.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/16/2023

  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 played big fish jackpot slots since it came out. The issue is that Im seeing WINS without collecting but they say that its running correctly in the background with visual glitches! Sent to big fish from ********************* Oct 14, 2023, 2:59?AM PDT 5:30 am ********, *** TIME The newest airplane game took 3 consecutive identical spins at 6M each.Neither 3 paid the 6M showing which totals 18M This isnt the first time that this has happened.Look at my past history and look at the excuses I was given. Only this time I spent $$$.Response from Big Fish:My sincerest apologies for the delayed response. I have looked into your account and found that you had a visual glitch that caused the same result to appear on your screen. However, I want to reassure you that while there may be a visual disturbance, the back end system is still fully functional, so no loss of virtual chips occurred as a result, and all of your winnings are recorded correctly.So am I supposed to take their word that there is a glitch on wins that I am actually seeing with my own two eyes??The first complaint was as follows :********************* Sep 18, 2023, 2:18?AM PDT As I am playing treasure trove the reels replayed the same play each time. The first allowed me to open a chest but all after that took coins with no payout . I have a screen record if youd like me to send. This has happened in snow a couple times but never reported, only in fb comment .Big Fish (Jackpot Magic Slots)Sep 20, 2023, 10:16?AM PDT Hello **** Thank you for contacting us today, my name is **** and I will be assisting you today. Firstly I would like to apologize for the delay in the response, we are currently experiencing a high volume of customer support tickets. I would like to apologize for the inconvenience that has been caused. It was caused by a visual glitch where on your side it appears as if you hitting the same spin results when in actual fact the results in the background are different and are credited correctly.Again, visual glitches. And again, how do I know . Take their word??

  

  Business Response

  Date: 10/19/2023

  We understand that **************** has contacted the BBB in regard to the payout in the Prize Planes VIP slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  We have carefully reviewed your game sessions in the Prize Planes Slot on 2023-10-14 and would like to confirm that there are no discrepancies in the payouts. The combination you provided on the screenshot was hit on 2023-10-14 at 02:31:24 and awarded you ********* virtual chips. As the bet amount was ********* virtual chips as well, your balance hasn't changed. Even though you received the same spin result moving forward, the reels are different on our logs and there were 3 more spins with different outcomes, one of them awarded you ******* virtual chips. We understand that this matter caused you confusion, so we added some complimentary virtual chips to make up for the inconvenience. Our engineers are aware of this issue and are currently looking into it. 
  
  As for the jackpot payouts, you hit Mini (*********) and Minor (**********) on 2023-10-14 at 13:39:26. Due to jackpots and flag prize winnings, your balance has changed from *********** to *********** virtual chips. 
  
  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 payouts in the Prize Planes VIP slot. 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 payout in the Prize Planes VIP slot.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20737356
  
  I am rejecting this response because: Because this has happened on more than one occasion and when I do contact support I am always told that it is a visual hiccup so to speak, on my end but your end shows different, as a loss of course. You know the old sayings What you see is what you get OR seeing is believing this is most certainly not the case when it comes to this. I see wins on my side, this is not my problem and it should pay accordingly. When the app has issues it should be reported to technical department so they can fix it.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/09/2023

  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.

  I have attempted, on numerous occasions, to cancel this account. The website says there is a cancellation option but I cannot locate it despite their directions. I do not want a refund. I just want the membership cancelled and the monthly charges to stop.

  

  Business Response

  Date: 10/15/2023

  We understand that  **************** has contacted the BBB in regards to cancelling his game club memebership We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************,  
  
  You have contacted the BBB in relation your dissastisfaction regarding your Big Fish Games game club membership not being cancelled, I'm happy toi cancel it on your behalf.
  
  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 cancel your game club memebership.  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 his game club membership.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:09/26/2023

  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 September 4, 2023, I puchased 6 games during a sale. Order # is *********. The website was acting strange and it took a very long time for the purchase to go through. When I went to download the games on game manager, they download fine. When it gets to the activation part, none of the 6 games will activate. It basically indicates that I do not own the games even though I do, and it says I do in my account. I emailed BFG for help. It took at least 5 days for a response, which I was already anticipating. The person who responded to my email was not truly understanding the problem. I told her I had already tried all of the things she was telling me to do. The problem is not on my end or with my PC. The problem is that the website glitched when I was purchasing the games. She wanted to give me credits to cover the 6 games, but that does not work for me. I bought those 6 specific games for a reason. I want to be able to play THOSE games. I cannot buy those 6 games a second time because my account shows I already purchased them. I simply asked if I could please create an account and for her to put the credits on that account. She said she would check on it but never wrote me back. The lack of response from BFG support has been abysmal. Another person wrote back just yesterday after I said how frustrated I was. After that initial message, again no response. Unacceptable. I have been a BFG member for at least a decade and have purchased countless games. Surely they can do better than this.

  

  Business Response

  Date: 10/06/2023

  Hi ******************

  Recently you contacted the BBB about an activation issue that you have faced with your games. We are happy to assist you with this. Ive included a copy of our recent BBB correspondence for you below. You can reply directly to this message for the fastest possible response. We are always happy to help to the best of our abilities.
  
  I look forward to hearing from you.
  
  Big Fish Recent BBB Correspondence:
  
  We understand that ***************** has contacted the BBB in regards to an Activation issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  *****************,  
  
  I apologise for the trouble that you have faced after your recent purchase with us. I see you have been trying to have this issue resolved so that you can activate your games.

  Due to the period which has passe, I have processed the refund for your order as requested. This is to the value of $20.67 and it can take up to **** business days. Sometimes this may show alongside your original purchase date (September, 4th, 2023). So, I will recommend to look for the refund from that date once the refund timeframe has passed.

  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 relating issues. This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved ***************** concerns with your game activation issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20658660
  
  I am rejecting this response because:

  I was not looking for my money back. Once again, no one read or understood what I want. I want to be able to PLAY THOSE SPECIFIC GAMES. And if I purchase them now on a brand new account, it would be well over $20.00 since I bought them during a huge sale. I want access to the specific 6 games that I purchased at the price I purchased them. $20.00 would only barely cover 2 collector's edition games. It would not cover 6. I want enough credits, on a new account, to actually buy those 6 games again. It will not allow me to re-purchase those 6 games on my regular account. Either that, or I want to be able to buy the 6 games that I bought previously at the price I got them at. That is only fair. Giving me my $20 back when the sale is over and I can only purchase 2 of the games for that price does not work for me. I am more than likely going to cancel my subscription over this experience. I have had a subscription for over a decade. I am very disappointed in this whole situation and the response. 

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

  

  Business Response

  Date: 10/17/2023

  Hello ******,
  
  Thanks for getting back to us, my apologies for the delayed response.
  
  After pocessing your refund, we will be able to give you enough points to repurchase the 6 Collector's Edition games you initially had trouble installing, however we cannot process a refund greater than the actual amount which was paid. Once you have created a new account, please provide me with the email aaddress linked to the account so that I'll be able to credit the points.

• Initial Complaint

  Date:09/26/2023

  Type:Billing 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 do not have my payment card on file and somehow Bigfishgames, charged my bank card for a monthly subscription without my authorization to do so. I do not keep my card on file due to reasons of fraudulent transactions. This is a fraudulent transaction based on my card isn't on file and they somehow charged my card. I have proof its not on file with attachment from my account at Bigfishgames.com. I did reach out to them on this matter. I also requested answers to how they can charge my card if not on file on my account and asked for full refund.

  

  Business Response

  Date: 10/05/2023

  Hi *********************,
  
  Recently you contacted the BBB about an unauthorised payment issue. My name is ******** and we are happy to assist you with this. Ive included a copy of our recent BBB correspondence for you below. You can reply directly to this message for the fastest possible response. We are always happy to help to the best of our abilities.
  
  I look forward to hearing from you.
  

  Abhishek,
  
  Big Fish Recent BBB Correspondence:
  
  We understand that ********* has contacted the BBB in regards to a charge that she has faced. We are happy to assist her with resolving this issue as quickly as possible.
  
  *********,  
  
  I apologise for the trouble that you have faced with the recent charges on your account and I see how this can be alarming to you especially since you have removed your card details from our payments system.
  
  When you sign up to a ********* Subscription, your payment details are then linked to the Subscription and not to the payment details on the account therefore, only when you log into your account and cancel the Subscription will your details be removed from it and no longer be charged.
  
  I see that the game club was not cancelled therefore, you have been charged for September however, I can confirm it is now cancelled so, you will not be charged any further. The reason this happens is due to your card/ account being authorised to be debited monthly for the subscription but you will not need to worry about any further charges. 
  
  Should you sign up to our ********* Subscription in future and do not wish to be charged further then you may cancel the subsciption and you will not be debited on the next month but you will be able to use the benefits of it until the next month. More information can be found 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.
  
  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 should you need any further assistance. 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.
  
  Kind regards,
  
  Contact customer support
  
  ***********************************************************************************************

  Customer Answer

  Date: 10/05/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:09/22/2023

  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.

  I made a purchase in app in exchange for a reward in the game. My purchase amount was $75.00. I never received reward as well as contacted them several times about the issue.

  

  Business Response

  Date: 09/26/2023

  We understand that  ************** has contacted the BBB in regards to Missing rewards after making a purchase. We are happy to assist him with resolving this issue as quickly as possible.
  
  **************
  
  Recently you contacted the BBB about missing rewards. My name is **** and we are happy to assist you with this. Please let me know opn which game you had the reward offer, what challenge you had to complete to get the reward and what was the reward itself?
  
  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 either credit the missing reward if it is ingame currency or offer a refund if applicable.  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 missing rewards.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:09/21/2023

  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.

  Bigfish is supposedly a FREE gaming app but yes many people buy chips. I have over the past couple of months bought plenty of packages. Their games are fun but games are made to get people addicted & then lose their chips so they buy. I wrote in& I have the emails complaining about constantly losing. As a matter of fact yesterday 9/20/23 I lost an overall total of 23 billion or more coins. So I wrote in to complain and with that email they blocked my account for a year. This is CLEARLY wrong. I didnt curse. They are violating my first amendment rights of freedom of speech. They were NO help at anytime. My friend code which you will need is ********. Im sure there are thousands of people that have written in and said FAR worse than this. You can see how bad reviews have been. They have been taken to court a few times and lost. Thats how bad they have become. But people cant write in to make a complaint without being kicked out?? Again *** spent money on a FREE app to get this type of poor service/blocked? Wow.

  

  Business Response

  Date: 09/26/2023

  We understand that  ******************** has contacted the BBB in regards to the account access. We are happy to assist her with this matter as quickly as possible.
  
  ********************, 
  
  Please be advised that we have blocked the account associated with this message from playing Jackpot Magic Slots due to responsible gameplay policies. Because this block is irreversible due to the nature of the concerns you raised, we are unable to lift the block and have put technical measures in place to prevent future access by the account holder until the chosen blocked period has elapsed. If you did not choose a specific time the account will remain blocked for a minimum of 1 calendar year. We appreciate your understanding in this matter.
  
  We are always happy to help a customer directly.  ********************, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can discuss any other queries if there are any.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ************************ concerns with the account access.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 10/02/2023

  First,, I truly like playing on their site. Second,, Im in total disagreement with big fish regarding why I got booted. And their reasoning in detail???? I sent a couple of complaints. And without warning of any kind I got blocked???? First they took away my first amendment rights. I make complaints and get blocked after making Several purchases?  I told them about a player (male) who was on our team which a female player on our team asked me to boot him (I was the leader) and when asked she told me he (Da Bears) wanted her to exchange sexual pictures with him. So I booted him. Hes still playing last time I was there before block but playing on another team. I complain I get blocked? That makes no sense whatsoever. I truly think big fish went way toooo fast in blocking me. No warning just block. I cant even get refunded for anything? Bigfish isnt trying to help me in any way shape or form regardless of what they are saying. A block is a block and its not reversible even if they made mistake. Wow!

  Ive done nothing to anyone. You can ask the couple of players Im with and they will say good things about me. I feel like this was disrespectful, Bigfish was rude by acting so fast without solid reason. You took money from me as I still have 8.5 billion chips and 24 hours before that I had over 11 billion. Very poor way to run a business.

  I could never do this to others if I ran a business. BBB if they had the power to close a business based on the thousands of complaints they get,,, 50% or more would be closed.

   

  Bigfish reasoning in full detail isnt available but they blocked me.

   

  Thats poor business