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:07/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Big fish casino ripped me off for 562 million chips, the game disconnected and didn't pay out. They said they see no such thing on their logs. I wasn't dreaming this happened. I won't spend anymore money on this site. Very much a rip off. Been playing this game for years

  

  Business Response

  Date: 07/07/2023

  We understand that **************** has contacted the BBB in regard to the payout issue in Lucky Gorilla Primate Parents VIP Slot. We are happy to assist her with resolving this issue as quickly as possible.
   
  ****************,
   
  We are sorry for the inconvenience you experienced during your gameplay. Let us clarify that you need to have stable Internet connection in order to play our games. If there are some intermittent issues with connections, your screen might froze when the spin is not finished. Considering this fact, you might see the result of uncompleted spin with amount of *********** virtual coins (or *********** virtual coins as you specified earlier) but this is not the finalized amount of your win. 
  
  In case you need steps on how to improve your Internet connection, please let us know. Also, if you encounter the same issue again, any screenshots with winning amounts would be appreciated in order for us to assist you efficiently.
   
  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 issue with payouts. 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 issue.
   
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/20/2023

  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 been a member of Big Fish Games for over 15 years. In that time, I have purchased 100's of games for lots of money. I had to transfer my old computer to a new one and lost all the activated games on the Game Manager. I can't get into my account and cannot reach a LIVE person for help. Now the website will not let me "buy" a new account. Glad they are making money while I have lost Money.

  

  Business Response

  Date: 06/23/2023

  We understand that  ************************ has contacted the BBB in regard to the issue with her account. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************************, 
  
  Thanks for getting in touch with us and sharing details about your issue. We do understand that you have a new device now and lost access to your account and all purchased games. Would you be so kind as to provide us with the email address that is linked to your account, so we can process the password reset for you?
  
  Once we are done with your account access reinstatement, I will gladly provide you with steps on how to download your purchased games.
  
  
  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 in order to resolve your issue 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 Ms. *********** concerns with her issue.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/16/2023

  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.

  To whom it may concern - in lieu of this companies non-existent support and lack of response, Big Fish Games has forced me to contact the BBB. I have supported this game titled BigFish Casino for 10+ years now. When the gameplay was fair for REAL monies spent for FAKE CHIPS, I had advertised the application to many friends, family, and always remained a loyal customer. I have spent thousands of dollars to play this game now due to their unethical business practices, ie: complete change to lower winning percentages, too may pop please buy on game windows, and biased treatment towards specific players that win constantly while the rest of us suffer for it. This is NOT A Free Game, yet the lack of support is evident as they do not care about paying customers any longer. Their policy is that they will respond within 24 Hours, but it has takes a week to a month, or never at all to receive a response from this support team. They clearly ignore my questions, is***s, and many complaints about the beyond rigged gameplay. When they do actually reply, they are sending copied and pasted responses that have 0 to do with my communications to them. Again, when I email them, its gotten beyond frustrating because they do not address my questions, my requests and my is***s. I have evidence that only specific players have received boosts, free spins, and compensation for the blatant stealing. The game has become so poorly run that folks are starting to privately *** this company. I only see that number growing in the near future. Resolution: Provide the type of support that a T14 player deserves. STOP over rigging the game to force buying all to lose in minutes. Compensate me for the biased treatment towards specific players as its quite evident *** unfair. Finally, allow the gameplay to provide better value for the prices you are charging just to play the game! I am not, CURRENTLY, joining some of my fellow players in the suits they have/will file against this company.

  

  Business Response

  Date: 06/26/2023

  We understand that  ********************** has contacted the BBB in regards to the chances of winning. We are happy to assist them with resolving this issue as quickly as possible.
  
  **********************, 
  
  We bring our sincere apologies for the delay in replying back to you as Customer Support has recently experienced and increased volume of requests than usual and we are working hard to catch up on those.
  
  I understand your frustration with our payouts. However, our social casino games are games of chance. While it can be frustrating to not win, it is just a matter of luck. Fortunately, luck changes, and your big win could be just around the corner! 
  
  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 issues or 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 Mr. ********** concerns with our games.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/13/2023

  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 had an oblige gaming account set up they crown sweeps who failed to cash me out and apparently cashed out but kept my money under manganese user name dreamsville. I have a screen shot of the proof. I was used QR1_Rocio and gaming thru a crown sweeps alias on ********* His manager I'd is dreamsville.

  

  Business Response

  Date: 06/22/2023

  We have received Ms. ***********************; BBB complaint regarding a game they are experiencing issues with. We would like to clarify that Big Fish Games does not own or operate the game **. ***********************  mentioned in their complaint. Therefore, we are unable to directly address the specific concerns they have raised.
  
  To ensure that Ms. *************************** concerns are properly addressed, we recommend reaching out to the customer support team of FireKirin, the actual owner and operator of the game in question. They will have the necessary expertise and resources to assist Ms. *********************** in resolving the issues they are facing. We apologize for any confusion or inconvenience caused by this misunderstanding.

• Initial Complaint

  Date:06/08/2023

  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.

  This online gaming platform is refusing to pay out my winnings of 100$ they have taking my credits off my account while playing and locked my account didnt even give all the credits back, they have bribed me for 40$ of my winnings and then says they have the power to take my winnings away and me not get anything! They told finance not to cash me out and Im still waiting they told me I crossed the line because I ask to speak to head person and now refuse to even talk to me

  

  Business Response

  Date: 06/13/2023

  *********,  
  
  Please, kindly be informed, that "Big Fish Games" are not responsible for "Online Casino Real Slots. Since this is not our product we would highly recommend contacting them directly with any questions.

  
  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.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I send a request to customer service VIP thru the mobile app it creates a ticket. I also receive a generic email stating they will respond in 24 hours. I want to know why for the past month customer service is closing out my tickets within a matter of a couple of minutes and I never receive a response. Also, customer service doesn't respond at all via email, as they advise in their generic email, I would hear within 24 hours from them. I have always commended their customer service prior to this last month. While I am being ignored, other players are getting immediate responses. If I request a boost and they decide not to give me the boost, they don't even let me know. They just close my ticket and that's it. I'm providing my Friend Number ******** so they can look me up and see I am a tier 12 VIP. It doesn't upset me if they don't give me a boost, it's the lack of advising me they can't offer it at that time. Their customer service used to be one of the best in business. However, what is happening lately is very unprofessional. By completely ignoring answering a question I had about the game is very poor business practice. I would appreciate an answer as to why I am being completely ignored and others get an immediate response. Unfortunately, I do not have any tickets to attach as they apparently have been removed and I can no longer see them.

  

  Business Response

  Date: 06/07/2023

  We understand that  ******************** has contacted the BBB in regard to the issue of not getting responses from the ** team. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************, 
  
  Thank you for reaching out to us, and please accept our sincere apologies for the delayed response. We deeply regret any inconvenience caused due to the closure of your tickets without receiving a proper response. We assure you that we by no means intended to ignore your concerns. After a thorough investigation, we discovered that there was a system glitch that resulted in your ticket being routed to the wrong queue. This unfortunate error caused your tickets to be closed prematurely, leading to a lack of communication from our customer service team. We understand how frustrating this must have been. We want to assure you that we have taken immediate steps to rectify this issue and prevent it from recurring in the future. Our technical team has resolved the system glitch, and we are implementing additional checks and measures to ensure that tickets are correctly assigned and responded to in a timely manner. 
  
  To make amends for the inconvenience caused, we have sent you some complimentary virtual coins. These coins can already be found on your account.
  
  Your feedback is invaluable to us, and we genuinely appreciate your patience and understanding. We understand that our customer service has fallen short of your expectations, and we are committed to regaining your trust. Rest assured that your concerns will be thoroughly addressed, and we will make every effort to provide you with the exceptional service you deserve.
  
  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 ** Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to resolve the issue.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ********************** concerns with resolving the issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 06/07/2023

   
  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:06/02/2023

  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.

  My initial issues began in April 2023 with Big Fish Games, namely when their game manager stopped working and I was unable to access or download previously purchased games. They had been revamping and updating their website and I assumed it was a temporary issue. Now, it's June 2nd 2023 and I try to access my ********* purchase history that I've had since 2011 only to find "404 not found". It's completely gone. What I gather from their minimal website is that they're switching forums to mobile games only. (An immovable pop-up window asking me to agree to their terms and services came up, which I DID NOT check the box, rendering further site investigation impossible.) Subsequent internet searches confirm that I'm not alone. Essentially, everyone has had their previously purchased games stolen. For me, a rough estimate of money spent was over $1,200 that I deserve to have refunded or I would like my games back.I've been a loyal customer for over a decade. Not only are their actions unethical, it simply can't be legal.

  

  Business Response

  Date: 06/06/2023

  We understand that **************** has contacted the BBB in regards to the issue with her Game Manager and being unable to access previously purchased games. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,
  
  Please, kindly be informed, that we haven't found any accounts and email correspondence under your current email address: ************************** I would like to ask you to contact the customer support team directly, providing your account details and screenshots of the issues, that you are experiencing. Having this information, we will be able to investigate this properly for you and resolve it within the shortest possible timestamps.
  
  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 ** 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 our issue within the shortest possible timestamps  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. Fieldss concerns with her issues.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/02/2023

  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.

  I am a loyal spending customer and player on jackpot magic slots. I have spent tons of money on this game. They have a VIP program for spenders like myself. Unfortunately I am not being boosted fairly with the amounts of money I have spent on this app. I grew to a tier 15 in less then 2 years playing this game. I know for a fact others that are the same tier who spend less receive more in their daily boosts. The reps never give the correct answer or send you to the correct department to have your issues resolved. Some in fact can either be rude or just ignore you. I am asking today due to the amounts of money spent on this app to have my boost raised alot higher then what i am receiving. If they look into my account they can see the amounts spent and their formula is completely off by a lot. I want to be treated fairly like the other big spenders on this app.

  

  Business Response

  Date: 06/09/2023

  We understand that ******************** has contacted the BBB in regards to the amount of her daily boost. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,
  
  Kindly be advised that the amount of complimentary chips or spins that we are able to provide to our players is completely system generated and Customer Support does not have any possibility to adjust it manually, but we abide by the amount our system calculates. We are doing our best to provide our players with as many virtual chips as we can, however, ************ has a limit we are not able to exceed. Thank you for understanding 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 ** Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ******************** concerns regarding this.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/02/2023

  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 May 20, ********************************************************* certain pot slots like party wave and midnight midway I had built up guaranteed winning pots. They disappeared. I build these up so if I get low on coins I can get them when I need them. These are guaranteed wins. I built both party waves, vip had over 300 million coins and regular had over 200 million coins. I played regular again after the coins disappeared got up to 114 million in pot then the game froze, so I left and came back to zero in the pot. I was betting 25 million a spin. In Minight Midway VIP I had 11 slices of the wheel filled betting ******************************************************************* winnings. The lowest amount I could have won is 400 million coins in this game. I reached out to customer service 4 times the first 3 help tickets were closed immediately. The fourth one was answered. The total amount they credited to my account was 87 million coins. I spent billions of coins just building these pots up, they don't even give 10 percent of what I lost. I wouldn't be complaining if these weren't guaranteed wins. I know a lot of people lost just as much as me if not more. Party wave is still not fixed. And yes I am running the risk of getting banned from playing, but honestly this is not fair.

  

  Business Response

  Date: 06/09/2023

  We understand that ************ has contacted the BBB in regards to technical issue that happened on the 20th of May. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************, 
  
  According to the gaming logs of your account, you completed Midnight ************ on the 20th of May at 08:36:18 PST. You managed to collect ********** virtual chips that were successfully credited to your account and took your total from ************* to ************* chips. 
  
  Regarding your concern about meter reset in Party Wave VIP slot, meter burst on the 19th of May at 07:02:33 PST and you were awarded *********** virtual chips, what increased the amount of chips on your balance from ************* to ************* chips. As for Party Wave non-VIP version, meter reset on the 19th of May at 19:39:28 PST and you collected *********** chips. As my associate credited you with ********** virtual chips on the 26th of May at 08:59:34 PST, I went ahead and added additional ********** virtual chips to your balance. Thank you for your patience with resolving this 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 ** Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to find the solution. This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ************ concerns with this issue.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/01/2023

  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.

  You get messages from Big Fish that is the standard letter from them, issuing you an incident #. Every time you have any additional information about the issue you are supposed to include your Friend Code # and the incident # assigned to you. Never any other communication with you about anything. You have to just keep trying to get on any poker table, then the game freezes up and you have to leave and if you won the hand you have to leave the table and they take chips away from you rather than pay you what you just won.

  

  Business Response

  Date: 06/09/2023

  We understand that ********************** has contacted the BBB in regards to being disconnected during poker sessions. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************,  
  
  We want to make sure you get the fastest reply possible, and in order to do so, please only send Customer Support one email. Sending in multiple emails can drastically increase the time it takes us to reply because we then have to track down the other emails and their content.
  
  The best course to follow if something else occurs in the game (or if you have further information to add) is to reply directly to the initial email you created. Doing this will route the new information right back to Customer Support in the same email, and it will greatly help us get back to you more quickly.
  
  To avoid freezing issues, lets try closing the additional applications running in the background on your device. Steps for doing this can be found in the following help article:
  
  *************************************************************************
  
  Next, lets install any new updates to the device and restart it using steps in these help articles:
  
  ***************************************************/articles/************
  ***************************************************/articles/************
  
  Additionally, kindly be informed that if the slot has triggered the bonus, it will be credited to your account regardless if you have been disconnected. You will be able to continue where you left once you've reconnected to the game.
  
  In case you don't see the change in your chip total after being disconnected, please provide us with time & date of the incident along with time zone you are located in and screenshot of your winning (if possible) so we will be able to investigate this further.
  
  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 ** Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved ********************** concerns with this issue.
  
  Contact Customer Support
  ***********************************************************************************************