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:04/29/2025

  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 playing a on line game By Spin Socery which I believe is linked to Big Fish Games. It is downloaded on my phone called ****** **** Slots since 4/19 I been trying to redeem my winnings . ****** won't link to my email ******************* and they keep saying my redemption went through to my checking account ACH transfer then The game states it has been declined due to inconsistencies with my account. They never explain they just say try again through ****** but they state my Pay Pal account is BOUND to another acccount.Never help just the run around they take their money instantly to play though. I want my winnings that I won Fair and Square. It is in the game ready to redeem and I cannot move it to either account Now it is not about the money as much as it is the aggravation and feeling like I am being tricked to thinking it will be sent. This was my 3rd attempt .

  

  Business Response

  Date: 05/14/2025

  Big Fish Recent BBB Correspondence:
  
  We understand that  Ms. ***** has contacted the BBB in regards to not receiving her winnings in an online game by Spin Socery. We are happy to assist her with resolving this issue as quickly as possible.
   
  Ms. ******  
  
  I'm sorry, but Big Fish Games is not affiliated with Spin Socery or ****** **** Slots. In this case, we would suggest contacting the game developer directly for assistance. 
  
  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.
  
  We hope that we have resolved Ms. ******* concerns about not receiving her winnings
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:04/20/2025

  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 took my $106.00 but awarded no chips

  

  Business Response

  Date: 04/23/2025

  We understand that Mr. *** has contacted the BBB in regards to the recent purchase he made on his Jackpot Magic Slots account. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ****
  
  Please be informed that we identified that your recent Jackpot Magic Slots purchase has not been correctly credited to your account due to an issue with our system. We're sincerely sorry for the problem and all the inconvenience caused by this.
   
  Please be advised that we credited your account with the missing purchase on 2025-04-21 at 12:12:30 PST. In addition, to compensate for the problem, we credited some complimentary virtual coins. You should be able to find everything on your account already, and we hope this will prove useful and allow you to have a great time in our game!
   
  We would like to once again apologize for the occurrence of this issue. Keep in mind that we're always at your disposal, so do not hesitate to reach out us should you run into this or any other problems with our 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 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 Mr. **** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:04/17/2025

  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 filing this complaint regarding Big Fish Games, from whom I have purchased nearly 30 computer games over time most of which were priced at $9.99 or higher, totaling approximately $300.The issue is that these games no longer function on my current operating system and are not compatible with any future operating systems either. There is no clear disclaimer on the Big Fish Games website indicating that these games may not work with certain OS upgrades, nor any indication that the consumer assumes the risk of incompatibility.Since mid-February 2025, I have been attempting to resolve this issue through direct contact with the company. Although I had reached out sporadically before, my communication with them became consistent over the past two months. Despite my patience and willingness to follow their troubleshooting instructions including deleting files, redownloading the platform, and other steps the company repeatedly responded with either:Copy-pasted generic instructions I had already followed and informed them about, or Implausible new reasons why the games wouldn't work, none of which held up.Eventually, their latest communication essentially dismissed the problem and told me there was nothing they could do. To be clear, these same games still function when purchased directly from their original developers, raising the question of why Big Fish Games cannot provide the same functionality.I have exchanged approximately 30 emails with Big Fish Games in an attempt to seek a resolution. The company has not shown any willingness to take responsibility, offer compensation, or even acknowledge the shortcomings of their platform.I am requesting a refund of $300, issued via check. This is a conservative estimate, given that some of the games I purchased cost more than the standard $9.99. This amount reflects the cost of games that are now completely unusable due to circumstances outside of my control and poor transparency on Big Fish Games part.

  

  Business Response

  Date: 04/26/2025

  We understand that  MMs. ********* has contacted the BBB in regards to games that no longer work on her Mac. We are happy to assist her with resolving this issue as quickly as possible. 
   
  
  Ms. *********,  
   
  
  I understand that purchased games being unplayable is not ideal, but the decision to end support for 32-bit apps was taken by *****. For further details on how macOS Catalina (*****) and future macOS versions handle 32-bit apps, visit ****** official help article. When any PC or Mac games are purchased or activated, the order is non-refundable. Replacement coupons may be offered on a case-by-case basis. There are no refunds for Big Fish Points. For more information about refunds and exchanges, please see our Terms of Use and the Big ************** Terms of Service. 
  
  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 ensure that you have an understanding of the games no longer working.  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 games that were purchased that no longer work, as they are no longer supported.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23216894
  
  I am rejecting this response because:
  This response was pathetic and frankly insulting. It did not address any of the legal implications in my complaint. As previously stated, *** already tried to resolve this issue with the company through more than 20 emails. I will reiterate that nowhere on your website does it say that the burden of cost falls on the consumer. If you were a company with any integrity, you would update your servers to support any Mac platform. If you cannot, you need to refund customers their money. I will not stop until I am refunded when I am owed. 

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

• Initial Complaint

  Date:03/30/2025

  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.

  My passwords (I have 2 accounts) have quit working....again. This has happened before & I finally had to file a complaint with BBB. It was settled and passwords worked but have quit working again plus when I ask to have a reset email (sent to the same address I always use) it never arrives. However, the billing information goes to the very same email and it's always there so the problem isn't with my email. I can play the games I have downloaded but can't buy any new ones even though I'm billed for an account every month.

  

  Business Response

  Date: 04/15/2025

  Big Fish Recent BBB Correspondence:
   
  
  We understand that  Ms. ****** has contacted the BBB in regards to not being able to access her account. We are happy to assist her with resolving this issue as quickly as possible.
   
  
  Ms. ********,  
   
  I've gone ahead and reset your password, please check your mailbox, click on the password reset link, and follow the instructions. if you can't find a password reset letter, please make sure to check all possible mailbox folders (spam, junk, etc.) 
  If you continue to have trouble signing in, I recommend checking out the following help article, as it should address any other questions:
  Signing in to Your Account
  If you still experience challenges signing into the account after following the Signing in to Your Account article, 
   
  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 assist you in logging into your account.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact.  
   
  
  We hope that we have resolved Ms. ******* concerns with signing into her account.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:03/25/2025

  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 am unable to access my bigfishgames account. Password reset and sign in keep giving an error message. Contacting support has resulted in automated responses. As if no one is actually reading the complaint. Telling me to retry methods I've already done.

  

  Business Response

  Date: 03/30/2025

  We understand that  Ms. ************* has contacted the BBB in regards to not being able to access her account. We are happy to assist her with resolving this issue as quickly as possible.
   
  
  Ms. *************,  
   
  I've gone ahead and reset your password, please check your mailbox, click on the password reset link, and follow the instructions. if you can't find a password reset letter, please make sure to check all possible mailbox folders (spam, junk, etc.) 
  
  If you continue to have trouble signing in, I recommend checking out the following help article, as it should address any other questions:
  
  Signing in to Your Account
  
  If you still experience challenges signing into the account after following the Signing in to Your Account article, please reply back to this email with a screenshot of the issue so I can assist you further.
   
  
  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 assist you in accessing your account.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact.  
   
  
  We hope that we have resolved Ms. *************** concerns with accessing her account.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase in their mega shop for piggy bank which is $*****. I was charged $1***** instead. One of their representative frequently targets players like myself that spend money in the app buy giving us incentives to buy. This last one said if we made 3 purchases they will credit my account Monday 03/24/2024 with 3Billion chips.The reason I made the purchases was to get the extra chips. When I purchased the piggy bank, I did not see the $1***** option but thats what I was charged instead of *****. I since emailed them about this issue and in return they removed access from my account. They also said they will not respond to any email I send them. Not only am I out of the money I spent, I cannot log into the app to use the chips I paid for. Please resolve this matter and unblock my account or refund me the $659.88 I spend from 03/17-03/23 thank you

  

  Business Response

  Date: 03/28/2025

  We understand that Ms. ***** has contacted the BBB in regards to her recent purchase and account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******  
  
  Please note that we have blocked the account associated with this message from playing Big Fish Casino. As players worldwide who enjoy our games know, the social casino-style genre is not real-world gambling. When players reach out to us indicating problems managing their gameplay experience, we want to ensure they have the right information and resources to address areas of concern and assist where possible. We invite you to visit ******************************************* a variety of useful articles for managing your experience with social games, its a valuable resource.

  There are a few additional links to information and options that may be of use to you in playing other games based on the platform you use.

  For Our Players on ********:

  ***********************************************) (see section "Blocking or Removing Apps")

  You may wish to consider the removal of your card from your ******** account to prevent future purchases. To remove your Credit Card from your ******** account:

  1) Select the following link: *************************************************
  2) Under "Payment Methods," you will see the Credit Card(s) displayed. Select the "Remove" link followed by the "Remove My Card" beside the cards for removal.
  3) Select the "Close" link once you have removed the card(s) in question.

  For Our Players on iOS Devices:

  To disable in-app purchases on iOS, please see this article: **************************************

  You may also consider removing the application from the control panel.

  For our players on Android Devices:

  To prevent accidental/unwanted purchases in ****** Play through authentication options, please see this article: *******************************************************

  Please note that our account blocking system is irreversible - as the block has already been implemented, you will no longer be able to access Big Fish Casino. We will not knowingly allow access to the account going forward using the reasonable technical measures employed to prevent this.

  As for the refund request, per our Terms of Service, we are unable to issue refunds for in-game virtual currency once it has been used, and you have our deepest apologies for the inconvenience this may cause. For more information about this, I would recommend checking out the Virtual Items section of our Terms of Service:

  ************************************************
  
  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.

  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 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 Ms. ****** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23110913
  
  I am rejecting this response because:
  This complaint is not whether or not I have a gambling problem, its the fact that I was overcharged in your system and when I emailed you about the overcharge, you block my account and now I do not have access to what I paid for, and you stop responding to my emails.  
  

  I emailed you a couple times since I did this report and I have not received a response from you guys. As far as the block on my account, you recently banned my account not too long ago, and I emailed you asking why my account was banned because it was done for no apparent reason, and a few hours later I was able to get back into my account. The fact that youre saying you cannot grand access to my account again is an outright lie. 
  

  Many of us players in your app knows that you will ban us for complaining about pretty much anything that goes on in your app so we sometimes hesitate to complain. But overcharging me and then ban me for complaining about it is not good business. 

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

  

  Business Response

  Date: 04/08/2025

  We understand that Ms. ***** has contacted the BBB in regards to recent purchase made on her account and account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******  
  
  According to purchase logs of your account, you purchased $149.99 package on 2025-03-21 at 20:12:35 PST that included ************* virtual chips. Upon checking your account in our system, we can see that the purchased virtual currency was used in order to win additional virtual chips. Per our Terms of Service, we are unable to issue refunds for in-game virtual currency once it has been used. For more information about this, I would recommend checking out the Virtual Items section of our Terms of Service:

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

  Regarding the account ban, your account has been blocked from playing Big Fish Casino as part of our responsible gameplay policies. That said, due to the nature of the concerns you raised, we are unable to lift the block and have put technical measures in place to prevent future access by the account holder. In such cases, the account block is irreversible and once it's implemented, you will no longer be able to access Big Fish Casino until the blocked period has elapsed. If you did not choose a specific time, the account will remain blocked for a minimum of 1 calendar year.
  
  We 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.
  
  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 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 Ms. Pandys concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/01/2025

  This issue is not regarding a gambling problem.
  I messaged you and told you about your deceptive practices you use to get us to spend money in your app. You have hidden buy button on the screen and constant pop *** to buy chips that makes it easy for us to made an accidental purchase. 
  
  You allow us to win for a day or two then you rig the games so we lose all the chips we won the day before and now for us to continue playing, we must make another purchase. 
  
  When you have events, we buy chips to play but if players are winning too many chips, you pull the event and do not honor the chips or free spins we won. The response you give us when we complain about this is,stuff happens on any internet platform. 
  
  In one particular event, you took over 50 Billion chips from me when you removed a side quest. The higher you bet the more free picks you earned and I earned 161 picks in the event. We usually save those picks until were low on chips. There was still two days left until the event was to end. Every 10th pick I was supposed to get 1.6 billion chips plus free spins and 250Million chips on the way. You removed the side quest with no warning two days sooner and did not honor the chips I won fair and square. I emailed you regarding this issue and the only response I received was a generic response that says we had technical issues. 
  
  No you did not! We were winning chips more than usual and thats why you pulled the event. Many players like myself lost millions and billions of chips but thats another one of your deceptive practices to get us to spend money in your app. 
  
  As far as the price switch I complained about when I was charged $149.99 instead of $50, you have not taken any measures to prevent it from happening again. The only thing you did was remove my access from your app because I called you out on your deceptive practices. Others players have experienced the same thing and received the same generic response from you.  You do that in hopes that players will not pursue the issue and you will be the winner in the end after taking  our money. 
  
  Many players choose to suffer your abuse because they love the social experience and the friends theyve made along the way. We know if we complain too much or say the wrong things when complaining about your rigged games and deceptive practices, we will be banned from using the app. 
   
  I hope more players stop spending money on your rigged games and save themselves the stress of being overcharged and not get their money back. 
  
  A dissatisfied customer after playing your app for 15 years,
  
  ****** *****
  

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a loyal customer to the jackpot magic slots game. So much so I am tier 14. I am constantly purchasing the virtual coins on the app and due to being a VIP player I receive a weekly boost that I must email for every Tuesday. Today was no different I emailed them asking for a lucky boost as I am going broke spending anywhere from 500-1000 a week on the app. I went back to the app and it now states account access has been removed. I have received an emailing stating that they have escalated my email and I will not hear anymore from them until they get an answer from the appropriate department. It is absolutely wrong to remove my access to the app with no probable grounds. I have been playing this app since 2017 and have spent well over 100k + on it. The absolute disregard they have for people is disgusting. Anytime you email them you get the same automatic response which is atrocious. My account needs to be reinstated on principle. I have done nothing wrong. This is no way to run a business.

  

  Business Response

  Date: 03/26/2025

  We understand that Ms. ***** has contacted the BBB in regards to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******  
  
  We would like to let you know that your account has now been unlocked and you should be able to access it without any troubles. Please let us know should this not be the case.
  
  We also want to apologize for any inconvenience caused. However, we want to reassure you we are taking the wellbeing of our players extremely seriously and we want to ensure they have the right information and resources to address areas of concern and assist where possible. For this reason, we would like to encourage you to please visit the following page and get familiar with our articles:

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

  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.
  
  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 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 Ms. Hyness concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:03/13/2025

  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 won and I can't get paid or get a hold of this casino jackpot77fishlol

  

  Business Response

  Date: 03/31/2025

  We understand that Ms ******* has contacted the BBB in regards to the issues with her game. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms ********
  
  Based on the screenshot provided in the BBB correspondence, based on your message and the provided screenshot, it seems that you are having troubles with the "*****************". Please be advised that is not our title and we are not related to the mentioned game in any way. 
  
  As you have contacted Big Fish Games, we are happy to assist you with any problems in regards to Big Fish Casino, Jackpot Magic Slots and other Big Fish games. That said, since we are not associated with the "*****************" we are unable to help you in any way. 
  
  We would like to recommend you to try to contact the developer or publisher of the "*****************" directly, as they should be able to help you with your game.
  
  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.
  
  We hope this clarifies Ms ******** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23064253
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/05/2025

  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.

  Playing on Jackpot magic slots ,I purchased coins on my piggy bank of $49.99 a total of $53.99 on February ******* , they charged me for the piggy bank amount and another transaction of $161.99 , that I did not approve of , so I called my bank the following Monday March ****** to stop that transaction of $161.99 in claims now , which this isnt the first time something like this happened to me involving them to me making purchase and was never credited My other concern is Now when I access my game / account it says access to this account has been temporarily removed (******) Friend code ******** I have sent out numerous of request to get a reply for the reasoning and to allow me to have access to my account With no such luck ! I also sent out on another players device a ticket in hopes to hear from big fish , incident number7025196 with zero luck !

  

  Business Response

  Date: 03/12/2025

  We understand that Ms. ***** has contacted the BBB in regards to transaction dated 2025-02-28 and temporary block of her account. We are happy to assist her with resolving these issues as quickly as possible.
  
  Ms. *****, 
  
  According to purchase logs of your account, on 2025-02-28 at 20:49:44 PST you purchased a $49.99 ********** which included ************** virtual coins that were successfully credited to your account and took your total from *********** to ************** coins. I can see that purchases on your account go through iTunes. Since third party vendors, like iTunes, sometimes bulk multiple charges together, I'd recommend you to contact iTunes Customer Support if you have any questions regarding transactions made on your account as unfortunately, we are unable to access iTunes billing system or look into a purchase history. You can reach ****** iTunes email support site using the link below and clicking on the iTunes Store section. ***** customer service should usually respond to you within 48 hours.
  
  *****************************?
  
  Regarding temporary block of your account, I can see that your account was banned on 2025-03-03 at 05:45:28 PST for 72 hours due to excessive unwanted gifting following previous warnings. Kindly note that such use of gifting is against our Terms of Use and can result in a permanent account ban. Id recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future. As per my check, the block was automatically lifted on 2025-03-06 at 05:45:28 PST.
  
  ************************************************
  
  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 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 Ms. ****** concerns.
  
  Contact Customer Support
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• Initial Complaint

  Date:02/23/2025

  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 sent numerous emails to **** regarding a technical issue and in return they have sent generic emails back without fixing the problem. I was playing and did not receive my big bonus and have tried again and again to get help with no success. I have sent screenshots of the win and gave them all the information they need to be able to resolve the problem. I spend thousands of dollars to play this app and to get No support or customer support when theres an issue is unacceptable when I have done nothing but support them. I am extremely disappointed with this app and incredibly frustrated that I have to spend so much time in writing them to get the issue fixed. I hate that I even have to file a complaint just to have any type of customer support.

  

  Business Response

  Date: 03/03/2025

  We understand that Ms ****** has contacted the BBB in regards to virtual coins winnings on Buffalo and Friends machine. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *******
  
  First, we would like to apologize for the problem you have encountered. We understand how it the frustration of running into this kind of problem. Since all of our players are extremely important to us, please allow me to share some additional context about the whole situation.
  
  Please be advised that we have recently encountered a virtual glitch with the Buffalo and Friends virtual slot which resulted in the amount of total bonus round winnings appearing greater than the actual amount. Upon reviewing your account in our system, we have confirmed that your account was credited with the correct winnings amount, which resulted in your total virtual coins balance increasing from ************** virtual coins to ************** virtual coins.
  
  We are happy that you did not lose any of your actual winnings, even though we understand this is not what you expected. We want to once again apologize for the glitch that provided you with an incorrect number. To make up for this, your account has already been credited some additional virtual coins to compensate for the confusion.
  
  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. 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 incorrect winnings on the Buffalo and Friends machine.
  
  Contact Customer Support
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