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:08/03/2023

  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 filing tickets over and over again about not being paid out, screen freezing , or having the exact same outcome over 700 times in all zeros. I have screen captures of this. I purposely kept spinning just to take them. I then started realizing things were not adding up a bit ago and started paying attention, to time I scattered And left a room , never being paid out . I would leave the room , log back in and see if they were added , nothing. Secondly big fish will send you a message , even after logging out and logging back in saying such and such coins were credited to your account from bla bla bla . Have I ever receive any of those ? No . Have I on some sure its normally a win small , $3,000,000 coins credited . Its always been the large amounts not received. I have wrote multiple tickets. There is no resolution.A response , one of them I apologize for the delayed response, we are currently experiencing large volumes of support requests. Upon reviewing your account today, I was able to pick up the slot Aloha Fortunes VIP you were playing on the 31st of July, but I was unable to pick up the Fox slot you mentioned. At 16:24 you were still playing the slot Aloha Fortunes VIP, you won a scatter of ******* virtual chips and were credited. You then left the table at 16:26 with a total of ********** virtual chips. Number one if you were unable to pick up what I mentioned ? Why I thought there was a record ? Two : in aloah fortunes vip the lowest pay out for the scatter mentioned is not ******* Its $1,875,000.000 . Its not even possible to win a scatter or $******* They then respond with you were paid out $42,000,0000. Sorry no I wasnt. Have they fixed , credited , resolved anything no. What they do is keep their $ and blow you off. I have asked for supervisors to reach out , no response. Just ticket closed This is an ongoing fraud issue! I am done with the neglect , lies , fraud, corruption , abuse !!

  

  Business Response

  Date: 08/11/2023

  We understand that  **************** has contacted the BBB in regards to the potential technical issues with our games. We are happy to assist them with resolving this issue as quickly as possible.
  
  ****************, 
  
  First of all, I would like to clarify the situation with the same spin results you have mentioned. I am very sorry to hear about this situation and I would like to inform you that the information about this occurrence was already forwarded to our developers' team. Regrettably, this is an intermittent issue some of our players are encountering during their gameplay.
  
  Having checked your account logs, I would like to confirm that the spin results were not identical in the system, therefore you had some winning virtual spin results and some of them did not bring any winnings, however, each of them had the same chances of winning as any other virtual spin. Therefore, the situation you have experienced was a visual glitch, not affecting the actual spin results.
  
  Once again, I bring our sincere apologies for the inconvenience caused by this and I will gladly provide you with some complimentary virtual coins as compensation for this issue.
  
  In regards to the payouts of scatters after leaving a table, you are quite right, the scatter will be paid out even after you have left the room in case another player triggers the scatter payout on the table you contributed to. In case there was no one else playing at the table you left, there will be no payout for the scatters gathered. Having checked your account, I can see the most recent scatter was triggered at 2023-08-07 22:23:24 in Aloha Fortunes VIP virtual slot. There were also 3 scatter payouts after leaving the table on August 6, I will encourage you to contact our Customer Support team in case you would like to get more information about these payouts.
  
  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.  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 our games.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/31/2023

  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.

  My name is ******* and I am ill and have been for some time. The relevance of this is below.My complaint- Big fish games had been charging my PayPal account $6.99 automatically without my permission/consent on the 29th of each month since 2012 in the total amount of $854.87. Because Ive been so ill I didnt catch it until 2022. I mean who checks their PayPal account for automatic charges when they didnt sign up for anything. This is how they did it id buy a game via Apple(a one-time fee) and its charged via apple to PayPal. So PayPal shows a one-time charge from Apple. And Apple also shows this transaction The amount of the transaction would vary depending on the cost of the game purchased. Then Big-fish games would go back in and charge my PayPal account directly and automatically without my consent. So this second charge of $6.99 would not show on my Apple account it would only show up on my PayPal account. Big-fish did not offer subscriptions and the games were not gambling games. Also the games were not set up to be free initially with certain features of the game to be available for purchase as players wished. This was direct. You purchased the game at a one-time fee/price and that was it. so there was no cause to bill me every month.and Id already paid for the game via apple. These hidden charges of $6.99 would be charged even when I didnt buy a game. Thats how I caught it I hadnt purchased a game in over a year or more and I happened to check my PayPal account activity and saw these automatic charges from Big Fish Games not Apple. Much to my horror Speaking of PayPal PayPal is not a Pal they wont help Ive tried.,They dont want to pay that amount . They literally spent one day on my case and closed it.,If you wont help me theyre going to get away with this. Please help.

  

  Business Response

  Date: 08/07/2023

  We understand that  **************** has contacted the BBB in regards to the recurring charges. We are happy to assist them with resolving this issue as quickly as possible.
  
  ****************,  
  
  I am sorry to hear you are not feeling well, wishing you a speed recovery. I understand that your PayPal account has been charged without you being aware, I would like to apologize for the confusion. Upon looking into your account on my end, I see that when you purchased the Dark Parables: Rise of the *************** at 21:58:31, 2012-05-31, you subscribed to be a member which also got you a deal to purchase the game on a promotion. You contacted us on the 1st of August to cancel the subscription, and since then there has not been any charges. At this point, I am afraid due to these findings, we would not be able to provide a refund. 

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

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20401773
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/08/2023

  I am rejecting the response of this business Big Fish Games. Because they lied and said that I signed up for a subscription in 2012 which I did not. I bought a game that is it. And they said they will not provide me a refund because of this. So theyve lied and have done nothing about it. 

• Initial Complaint

  Date:07/27/2023

  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 purchased several free spin coin packages. The cost is $99 and I was rewarded 11 free spins in games like pirate **** and winter wonderland. However after purchasing multiple free spin coin packages in a row I did not receive my free spins. For example if I buy 10 in a row I only received 11 free spins. Not the 110 I should have received. This happened almost 100 times. Id like to be credited coins and free spins for the malfunction. My friend code is ********. You can see how many times I purchased free spin coin packages. Thousands of dollars worth.

  

  Business Response

  Date: 07/31/2023

  We understand that  ************** has contacted the BBB in regard to the purchase issue they encountered with one of our packages. We are happy to assist him with resolving this issue as quickly as possible.
  
  **************, 
  
  Thank you for bringing this issue to our attention. To investigate and resolve this matter promptly, we kindly request more information from you. Could you please provide us with the specific dates and times when you made those purchases? This will allow us to thoroughly examine our records and identify any discrepancies in the free spins you should have received.
  
  Rest assured, we take your concerns seriously, and our team will work diligently to credit the appropriate coins and free spins for any malfunction that occurred during your purchases.
  
  To proceed with the investigation, we would need the exact details as mentioned above. Once we have the required information, we will promptly address the issue and ensure a satisfactory resolution 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 resolve the issue.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Mr. ****** concerns with the purchase issue.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/26/2023

  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.

  Paid ***** cad on July 10,2023 for Roads of Rome online game.I contacted Big Fish by filing a Ticket via their website/customer support on July 11 because in the game Episode 2-Level 2 & 3 the game has broken game dynamics & is not playable except on 'Relaxed'.It is supposed to play on Relaxed,easy,moderate & hard. It has been over 2 weeks since I I filed a support ticket w/Big ******** have not even gotten an acknowledgement from them.I tried contacting them also thru their ******** page & no response.I have been a customer of BF for over 15 years & never had this problem before w/ customer service.

  

  Business Response

  Date: 08/04/2023

  We understand that  Mr./Ms. **********; has contacted the BBB in regards to Game play issue. We are happy to assist them with resolving this issue as quickly as possible.
  
  Mr./**************,  
  
  I would like to firstly apologize for the inconvenience that you have not been able to play the game successfully. I have refunded you for this game, please feel free to purchase another game. 
  
  We are always happy to help a customer directly.  Mr./************** , 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 this issue and ensure it does not occur 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 Mr./Ms. **********;s concerns with the glitch on their recently purchased game. 
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/23/2023

  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.

  Since 2008, I've bought more than 500 games from BFG. All games require the installation of BFG's Game Manager (**). Currently, I'm unable to play most games for one or more of the following reasons:(1) The ** will not activate games I've bought, but quits games after an hour's "demo".(2) The ** window blocks the game I'm trying to play; it cannot be minimized into the background. If I quit the **, the game also quits.Things I have done:(1) Contacted customer service and had lengthy email threads with a useless 'bot.(2) Uninstalled and reinstalled the ** and all its files.(3) Uninstalled and reinstalled problematic games.(4) Downloaded from the website AND through the **.(5) Found and installed older versions of the **.(6) Rebooted my computer and repeated all the above...ad nauseum.None of these solutions offered by BFG has worked. I've spent thousands of dollars on these games and would like to be able to use the products I've bought. Also, this is a recent issue and I have previously played these games on this computer in this configuration, so they are compatible with my system.My system specs: Mac OS 10.12.6 (2.8 GHz ***** Core i5, 8 GB RAM)Requested solutions:(1) Fix the ** so I can use the products I paid for.(2) Figure out a way I can play without the **, which has always been a badly coded nightmare.Thank you.

  

  Business Response

  Date: 07/31/2023

  We understand that ****************** has contacted the BBB in regards to the Game Manager issue. We are happy to assist them with resolving this issue as quickly as possible.
  
  ******************,  
  

  I understand that you are experiencing issues with activating or getting your games to play using the Game Manager. I am truly sorry for this inconvenience, it is certainly not the level of service we aim to provide our customers. I have raised this issue with the relevant team on our end, and they are currently looking into it. 
  
  We are always happy to help a customer directly.  Ms. ************;, you are always welcome to contact Big Fish Games for any account, ********************** app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  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 with the relevant team. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved ******************** concerns with the Game Manager issue. 
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/15/2023

  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 can't log into my account. Bigfish has ignored repeated emails requesting help. I have dozens of games, representing hundreds of dollars, that I can't access.

  

  Business Response

  Date: 07/18/2023

   

  We understand that  Ms. ************;has contacted the BBB in regards to the account reset. We are happy to assist them, with resolving this issue as quickly as possible.

  ******************,  
  
  I understand that you are not able to access your account due to the system not being able to recognize your email/password, I do apologize for this inconvenience, and I will ensure this is resolved. I have sent you an email to reset your password. 
  
  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 getting your account restored. 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 reset issue. 
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, while it's ridiculous that Big Fish took so long to fix a very simple issue, I'm willing to accept this resolution. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  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.

  While playing Reels on Big Fishs app , The game froze ! Reels cost almost 7 million dollars for 100 spins. They claim I recieved 78 spins , which I disagree with. As a result of the game freezing , I didnt score , or win any prizes or points . I didnt get my full 100 spins . I reached out to them , and they said it was a technical issue, on my part ! With no proof , Which is not true ! There system freezes up all the time when it comes to paying you ! It happens all the time ,especially when its time for them to pay you . It happens on the daily spins, chest payouts, ext. and I didnt get the 100 spins , which meant I didnt place to win any prizes ! There crooks , and this needs to be investigated.

  

  Business Response

  Date: 07/12/2023

  We understand that ******************** has contacted the BBB in regard to the issue with spins in Reel Rivals. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,
  
  According to our logs, you utilized 76 spins during the Big Hit Baseball Reel Rival tournament and left the table. Its understandable that some technical issues may take place on both ends, thus, as a one-time courtesy we added back the buy-in amount to your in-game balance. However, if you encounter the same issue again, please make sure to follow the troubleshooting steps as advised in your existing ticket. This will help you to eliminate the possibility of such cases and enjoy your gameplay.
  
  We are always happy to help a customer directly.  ********************, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to address your queries regarding the Reel Rivals.  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 spins in Reel Rivals.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20299744
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/09/2023

  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 buying games sense ***************************** more I cannot download previously purchased games and many times I have contacted them to resolve, and nothing has worked. The response time is either very slow or nonexistent.

  

  Business Response

  Date: 07/11/2023

  We understand that  ******************** has contacted the BBB in regards to the issue with their games. We are happy to assist him with resolving this issue as quickly as possible.
  
  ********************,
  
  As I can see from the system details, you contacted us on May 01, 2022, last time. Would you be so kind as to provide us with additional information about your issue?
  
  What email address have you registered the account with?
  Do you have any kind of error message when trying to download previously purchased games?
  Would you be so kind as to provide us with a screenshot of how does that look like on your device?
  
  Having this information we will be able to investigate your case properly and take necessary actions.
  
  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 to rectify your issues in a timely manner. 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 problem.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/02/2023

  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.

  The complaint is against Southside ******* ********** Category: Video Game, Page Id: ***************. I and my husband have been playing on their platforms for approx 2 months. We've encountered trouble getting our winnings in a timely manner. According to their page advertising they cashout 24/7 and immediately. This isn't so. My husband currently has money won in the game and the ridiculing tell him "we will cash you out, in the morning". This happened to me and they never redeemed my winnings. I was forced to utilize my winnings by asking them to just load my husband's and my accounts, until winnings were gone(this was the only choice given) Now Southside Gaming is doing the same with my husband. I'm not sure how many customers they are forcing to deposit their winnings back into their games but this needs to stop. Please help

  

  Business Response

  Date: 07/05/2023

  We understand that  ************** has contacted the BBB in regards to issue with Southside Gaming product. We are happy to assist her with resolving this issue as quickly as possible.
  
  Thank you for reaching out to us with your concerns regarding Southside Gaming. However, we would like to clarify that our company does not own or operate Southside Gaming. We are a separate entity and have no affiliation with them.
  
  To address your issue and seek resolution, we recommend contacting Southside Gaming's customer support directly. They should be able to assist you with any problems you've encountered.

• Initial Complaint

  Date:07/01/2023

  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 did an online fish game depositing $15.00 in return I was to get $45.00 agreed upon by both myself and *********************. He renigged on our deal and refuses to refund my $15.00., he states it can not be returned.?

  

  Business Response

  Date: 07/05/2023

  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 game depositing issue. However, we would like to clarify that our company does not own the game that ************** is referring to. We are a separate entity and have no affiliation with that company.
  
  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.