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:09/20/2023

  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.

  Repetitive same spins, reducing chip count. This is the 4time it has happened. **************** refusing to refund over *********** chips lost even after I sent them proof. This is stealing. The most recent customer service response or subsequent responses did not address the issue - just calling it a visual glitch. I have screenshots to prove otherwise.

  

  Business Response

  Date: 09/21/2023

  We understand that  ******************** has contacted the BBB in regards to the potential technical issue with our games. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************, 
  
  We want to address the situation regarding the identical spin results you mentioned. We are truly sorry to hear about this issue, and we want to assure you that we've already reported it to our development team. Unfortunately, some of our players have intermittently encountered this problem during their gameplay.
  
  After reviewing your account logs, we can confirm that the spin results in our system were not identical. You did achieve some winning virtual spins, while others didn't yield any winnings. However, it's important to note that each spin had an equal chance of winning, just like any other virtual spin. Therefore, the situation you experienced was a visual glitch and didn't impact the actual spin outcomes.
  
  We want to offer our sincere apologies for any inconvenience this may have caused. To make amends, we'd be happy to provide you with some complimentary virtual coins as compensation for this issue.
  
  We are always happy to help a customer directly.  *******************, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  We have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together.  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 our game.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/21/2023

   
  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.
  

  They have followed up with me via email and have refunded my virtual chips.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Big Fish jackpot magic ran a birthday event spin **** times at 10m coins or better and win 75B coins. Since they did not offer a tally count as you go ( how convenient ) I used the spin count they provide on the player home page. Then spun ****+ times just in case. Plus manually tracked. *** spent two weeks fighting with them. 1st they stated they reviewed and would post the coins - they did not. Then replied after extensive review I did not meet the spin total with no explanation. I know I did as I lost 8B and 4 days doing it. I even sent screen shots. I also spent $50 on promotional sale for 4.6B coins just prior to the event. This is criminal activity to steal paid for coins from customers.

  

  Business Response

  Date: 09/26/2023

  We understand that **************** has contacted the BBB regarding the reward for the Birthday Spin Challenge. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************, 
  
  Your account activity has been reviewed and we confirmed that you were among the winners. Thus, your award has been already delivered to your account along with some complimentary virtual chips as a token of appreciation. Congratulations! Thank you for your dedication to our games. Once again, we are so sorry for the delay in tallying up the results and we are working hard to improve communication to avoid such cases in the future and to bring you the best gaming experience. 
  
  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 discuss any further concerns 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 reward for the Birthday Spin Challenge.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20621442
  
  I am rejecting this response because:
  
  The Big Fish Jackpot Magic portion of this complaint was again ignored. *** reattached again the event reward posting and my profile page. Ill not go again the specifics - but I spun you did not post the coins won to this account. You did post the coins to Big Fish casino account correctly. One more correction to complete as attached. 
  

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

  

  Business Response

  Date: 10/05/2023

  We understand that **************** has contacted the BBB regarding the reward for the Birthday Spin Challenge. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************, 
  
  Your Jackpot Magic Slot account activity during the Birthday Spin Challenge has been reviewed as well and we confirmed that you were qualified. Please be advised that the award was delivered to your account along with some complimentary virtual chips as a token of appreciation on 2023-09-26. This has been communicated via our Customer Support email system. We would like to thank you for your dedication to our games! Once again, we are so sorry for the delay in tallying up the results and we are working hard to improve communication to avoid such cases in the future and to bring you the best gaming experience. 
  
  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. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  If you reply through our Customer Support email system via the link below we can quickly discuss any further concerns 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 about the Birthday Spin Challenge reward.
  
  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:09/16/2023

  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 am a tier 15 player on jackpot magic slots. I have spent thousands and thousands of dollars on this app for fun and enjoyment. I have found out they are not being fair with my daily boosts. In numerous occasions I have asked for my boost to be raised and of course they blame it on their system when I have proof I have received boosts more than once daily. They boost when they feel like it. For someone who has spent the large amounts that I have I feel they do not treat their loyal, big spending players fair unless they are a tier 16 and above. Which allow me to say isnt fair whatsoever. I have found out lower tiers who spend only once a month are receiving a higher daily boost. Talk about a slap in the face. I refuse to spend another dollar on this app until my boost is raised higher to atleast 2 bil per day since I deserve actually more than that. I have written in numerous times but of course its the same generic responses as always. I have asked to speak to a supervisor and of course I never ever get one. So now this is my last resort to have my issue addressed and fixed. For someone who has grown to a tier 15 in 2 years says a lot. Im getting close to a tier 16 but I will not allow this to happen until I get a more higher boost daily. Im asking for this issue to be resolved and treated with the upmost respect from their end. Chasing down daily boosts on a daily basis is awful and unprofessional. My friend code is ********. Thank you

  

  Business Response

  Date: 09/18/2023

  We understand that ************* has contacted the BBB in regard to the boost amount. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  We have reviewed your account and can confirm that the size of your daily boost is *********** virtual coins. Indeed, there was a mistake when *********** virtual coins were added to your balance. Still, the right amount of in-game currency (***********) was added on the same day. We are deeply sorry for the confusion this mistake has brought to you. Let us clarify that the boost you are getting is the maximum allowed amount this time. Our system calculates virtual chips and spins based on a proprietary formula that takes several criteria into account. We value you as our dedicated customer, still, we cannot change the automatic calculations and our hands are tied here. Thank you for understanding. 
  
  We are always happy to help a customer directly. *************, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to discuss your boost if you need additional clarifications. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved **************** concerns regarding the boost amount.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:09/13/2023

  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 have spent a large amount of money to get to the tier 15 that I am at. I have entered many of the contest and purchased large amounts to win some of these about a week and a half two weeks ago. There was a birthday bash spin off **** spins in win a part of the 30 billion they were giving away which would amount to a winning of 7.5 billion to the ones that actually won or spun **** spins ,which I kept detailed notes on my spins, I know I spun over the **** for a fact I screen record a lot of my play. I sent them several emails also about this! another problem that I was playing a game called sevens was playing it for about three hours. Top bet on that sevens game is ************************************************************ hit top bet but it took 500 million ?? I was like what happened here. They change the bet in a matter of a couple of hours and theres no posting about changing them but nothing give another generic response of our beds are subject to change at any time. Where does it say that! they sent me an email when I wrote to them and said how can you change the bet in a couple of hours from ********** to *********** and they gave some generic excuse and give me 100 million coins back, which I thought that was wrong and I felt insulted and I sent an email back stating that not to be heard back again from them as well as the birthday bash I know for a fact I spun over **** I have sent off several emails with no response. I am polite with them And would like to be acknowledged I am disabled and its hard for me to continue to send emails and no response. Its disrespectful the amount of money that you have to spend to get into these contest is astronomical to not be reimbursed. When is the push of a button for them and hold cold hard cash coming out of my pocket to be compensated for something you truly want and back the coins that they took also on the 7s game I feel that I am a very good player and a good customer. A great customer please and thank you. and also my winnings from the birthday bash.

  

  Business Response

  Date: 09/15/2023

  We understand that ***************** has contacted the BBB in regards to the reward for the Birthday Spin Challenge and the issue with the bet amount. We are happy to assist her with resolving this issue as quickly as possible.
  
  *****************, 
  
  We would like to express our deepest apologies for the delay in summarizing the results of the challenge. Our Product Team has double-checked your account and found out that only **** qualifying spins were made. It was required to spin **** times with a bet amount of 1M minimum (if your bet was 10M, it still counts as 1 spin, not 10 spins with 1M bet). Regretfully, we cannot award you the prize as the challenge wasn't completed. Still, we added some complimentary virtual chips to your account to make up for the delay and cheer you up. 
  
  As for the case with the bet amount, in order for us to conduct an investigation, please provide the exact ************* of the issue and the name of the machine. Also, we need a screen recording where the random update of the bet amount is clearly visible. These details will greatly help our engineers to check 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 investigate the matter with the bet amount. 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 the reward for the Birthday Spin Challenge and the issue with the bet amount. 
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/15/2023

  They still did not respond to the stars seven VIP game top bet was 10 million I had played it all Tuesday night 5 September till about one in the morning, fell asleep woke up started playing again same game *7 game hit top bet and it was 500 million I was like in three hours. They changed a minimum top bet of ********** to *********** again they offer 100 million it took 500 million they sent a response two weeks later saying that their games are subject to change the bet at any time where does it say that I would like the ****************************************************************************************** let you see the progress bar as youre filling it that Ill let go! But changing a bet amount in the matter of three hours with no notification was a little ridiculous and I would like that amount returned 

  Customer Answer

  Date: 09/20/2023

  This is going nowhere because nothing is getting resolved at all so I can say is number one #when theyre running with extra, Chip Games oh win this amount of chips oh do this do that you have to continuously buy chips to be in it for one thing for #two they should show the progress bar but they dont. Its empty all the time when theyre running these promotions, so you cant tell how many spins youre doing thats a problem they can tell you anything they want number to#2the second issue. The bet amount changed from ********** to *********** in a matter of hours and they are unwilling to see that although they did send me a message prior to me contacting the BBB stating that the bet can change in any time , its on my point was then they need to say that on up to their own response to me prior to contact  the Bbb so that you dont go into a room knowing that for years it was at 10 million in a matter of three hours the change to 500 million I will not be purchasing no more from them in a real casino, which they say theyre like  You win you lose right although when you when you get real money  in a casino  how can you go every day every day with zeros at different levels in different games when youre put on a no-win list and you cant tell me any different so I guess Im done with this case because theyre unwilling  to admit to their faults, I Thank You! you to the Better Business Bureau for trying to help me and I appreciate you guys very much !

  Customer Answer

  Date: 09/20/2023

  Id like to request to speak to somebody above the person I was speaking with establish possible. Thank you so much.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Big fish had a sign on there app , saying that if you spinned **** times , you would get 8.5 billion chips. It stated that you would need to bet 1 million minimum. I spinned over **** times at a million each spin. I never recieved my chips, and when I reached out to them , they gave me the run-around. Im attaching the app, with the advertisement, the amount of chips I had, and the amount of chips I currently have .

  

  Business Response

  Date: 09/15/2023

  We understand that ******************** has contacted the BBB in regard to the reward for the Birthday Spin Challenge. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************, 
  
  We would like to express our deep apologies for the confusion that occurred with the list of winners. Our Product Team has double-checked the results and confirmed that you have completed the challenge, thus, the prize was added to your account on **********. Also, we credited some complimentary virtual chips to your balance to make up for the inconvenience caused by this issue. We greatly appreciate your dedication and loyalty to our games and hope 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. 
  
  We hope that we have resolved ************************ concerns with the reward for the Birthday Spin Challenge.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/15/2023

   
  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:09/08/2023

  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.

  This Big Casino is a gaming app. Sometimes it's good most times it's bad. I mean they literally have been sued before and getting sued now. My problem is they had a promotion so I bought into the promotion for over $500 and still have yet to receive anything and it was supposed to pay 7.5 bil in app all they have been doing is emailing saying you will get paid at midnight for the past 3 days. I want my money back for August the 31st of the money I put Into the promotion

  

  Business Response

  Date: 09/13/2023

  We understand that ****************** has contacted the BBB in regards to the award for the Birthday Spin Challenge. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************,  
  
  We greatly appreciate your participation in our Birthday Spin Challenge and we are glad to inform you that the prize was added to your account on 2023-09-08 at 2:16 PM.
  
  Our Team sincerely apologise for the delay in finalising the results. We truly appreciate your dedication and loyalty as a valued customer. Your understanding means a lot to us, and we thank you for it.
  
  We are always happy to help a customer directly. ******************, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  We hope that we have resolved ******************** concerns with the award for the Birthday Spin Challenge.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:08/22/2023

  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.

  On multiple occasions I have bought chips on big fishes promotional offerings of 18 to 22 times the amount of chips for a certain price. What Ive bought and what *** recieved do not match. I e got screen shots and brought this to their attention many many times at first Bri g ignored all together then finally recievi g the answer of it takes the system a while to update but that update does not include adding the amount you should have got to your chip count so since they do t honor what they are advertising I feel this is fraud deception and theft. They make you dig. Their agreement but I do t remember being ripped off as a part of that agreement. Today I bought again at 22 xs when I pressed on the purchase it was 17 some million chips I. The short interim their sale changed to **** xs and that is what they added to my account t 11 million chips. That is Not the amount show. When I made the purchase. Also had an occurrance of the reels sticking and showing same reels over And over taking my bet each time I saw Ill have their response to that one I was told it was a visual glitch the back end was showing correct spin and I was paid that is a lie the spins had a payout of ****** hips I was betting *******. Im sure visual glitches are illegal if not casinos could just tell you that you didnt win a large amount or jp it was just a visual glitch. When I noticed the same reels over rand over I spun 10 more times to make sure I wasnt seeing things. Didnt know visual glitch was acceptable excuse on their part or I would t have spun more. Their excuses are demeaning g to the customer and is allowing them to commit fraud deception and theft. I e attached a few screenshots notice the xs amounts and the discrepancy in amounts. Also had their ridiculous responses

  

  Business Response

  Date: 08/31/2023

  We understand that **************** has contacted the BBB in regard to the discrepancies in the promo offers. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  We are truly sorry for the delay in our reply which occurred due to a drastic increase in the volume of tickets. Kindly accept our apologies for the inconvenience and confusion caused. We've added some complimentary chips to your account as a token of appreciation to highlight that you are our valued customer. 
  
  Cases related to promo offers are time-sensitive, thus, moving forward we encourage you to contact us immediately in case some discrepancies are spotted. This way we can investigate the issue right away while the promo is active. 
    
  Besides, we would like to clarify that each promo has its own peculiarities. The amount of virtual chips depends not only on the promo multiplier but also on the additional items such as chest boosts, kickback bonuses, etc., which come along with the package. This being said the packages with greater kickback bonuses come with slightly bigger amounts of virtual chips than the packages with bigger multipliers. 
   
  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 promo peculiarities. 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 discrepancies in the promo offers.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:08/16/2023

  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.

  Known as *************** on ******** , you make an account through them for online fish games and send and receive top *** and cash outs through them, they first told me minimum cash out 30$ *** 300$ , now when I tried to cash out the *** ****** telling me no , I cant. I have the screenshots of them switching up and the screenshot of how much I won, I dont find it amusing that because They want to make a ************ they have to change up and half the cash out so they can make a buck, thats irritating and more than unacceptable, Im looking to get the rest of my 300$ cash out and to have something done about this gaming profile because ****** really scamming people out of a lot of money if ****** doing this with everyone, and I asked them not to take the other 150 off my game so I could try to get it off and they did anyway. Help

  

  Business Response

  Date: 08/17/2023

  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 cash out issue and possible scam. However, we would like to clarify that Big Fish Games, *********** does not own the Milky Way game that you are referring to. We are a separate entity and have no affiliation with that company. Moreover, there is no real money withdrawal 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:08/08/2023

  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.

  I have been charged a recurring payment of $7.55 every month on my checking account for **********************. I attempted to cancel this subscription on their website, but when I log in to my account, there is no indication I even have a subscription to cancel. The instructions to cancel my subscription says to go to the game subscription page after logging in and click the Cancel My Subscription button. When I go to that page, it wants me to sign up for a subscription instead. There is no way to cancel. I tried to find a customer support phone number - there is no phone support available. I have sent them notices through their website form but nothing has happened. I don't know how to stop this charge from reoccurring on my bank statement. I have contacted my bank as well.

  

  Business Response

  Date: 08/09/2023

  We understand that  ************** has contacted the BBB in regard to reoccurring monthly charges. We are happy to assist him with resolving this issue as quickly as possible.
  
  *************,
  
  After looking at your account with the email address: ********************** we haven't spotted any subscriptions or reoccurring transactions, as well, as any orders made.
  
  Is it possible that this might be coming from an account using a different email address? In order to locate where that charge is coming from in my 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: **** 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 
  Once we have that information, I can begin to track down that charge and find out why it's there. 
  
  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 Mr.****** concerns with his request.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:08/04/2023

  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.

  so ive played the game gummy drop for 8 years and ive noticed every intracascy of where of where they cheat you and you end up spending $ to buy coins ex : time left on clock and just as about to hit what you needed it turns to ice , they constantly make levels impossible so you have to buy coins but the real REAL complaint is 6x i bought coins and game says connecting for 5 min then i have to exit out and go back in and then im charged but no coins and now for almost 3 weeks they dont answer any of my requests. there is forums on this game particular on how they s**** over everyone who plays its a joke they dont care ive literally started a blog to tell people to not fall for it anymore

  

  Business Response

  Date: 08/10/2023

  We understand that  *************** has contacted the BBB in regards to not receiving coins he purhased on Gummy Drop. We are happy to assist him with resolving this issue as quickly as possible.
  
  ***************,  
  
  Recently you contacted the BBB about not receiving couins after purchase. My name is **** and we are happy to assist you with this.
   
  Please let me know when you purchased the missing coins and their quantity and I'll look into this for 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 credit ytour account with the missing coins. 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 withmissing coins

  Customer Answer

  Date: 08/10/2023

   
  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: 09/21/2023

  i have tried to contact them 26x now and nobody has responded except the one other time i contacted the bbb and the person said he'd get back to me in a day and never did ive been now doing this almost every day for 2 months and they dont respond i dont care how little the $ is they took it and i never got it back or even a response. meanwhile *** spent over $3000 over 8 years with them and im at the point of seriously going to do a lawsuit on behalf of me and everyone else if nobody gets back to me and makes ot right because they are probably ripping off ****s others i already saw big fish games which owns gummy drop has already had a class action suit so obviously they are scamming people how do i get no response in 2 months !!! please let them know my next step is a lawsuit if i domt get a response by momday !!!

  Desired Resolution: Contact by the business 

  

  Business Response

  Date: 09/24/2023

  We understand that  **************** has contacted the BBB in regards to missing coins. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************,  
  
  I understand you have not received your purchase of 500 coins. I have credited your account with **** coins.

  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 complaint.  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 withthe missing purchase
  
  Contact Customer Support