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:04/02/2023

  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.

  Date of transaction was last night in the morning hours.Seller advertised to give a bonus of game play with my loading of a specific amount. Then ignored me for 2 hours and when he responded he blocked me. My 15 dollars were lost. His agent name and page name is Ultrapanda Sweepstakes.

  

  Business Response

  Date: 04/08/2023

  We understand that ************** has contacted the BBB in regards to not receiving winnings. We are happy to assist them with resolving this issue as quickly as possible.
  
  **************,
  
  From the information that you have provided, it does not look as though this is a game offered or supported by our team. Big Fish Games does not offer real money gambling and we would recommend reaching out to their support team for more help.
  
  If you are seeing any issues with any Big Fish products, we are always happy to help a customer directly.  **************, you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 Us
  ***********************************************************************************************

• Initial Complaint

  Date:04/01/2023

  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 have spent thousands of dollars with this app on a monthly basis and have been emailing them with no response for over a week. They owe me chips and Ive paid them so much money for them to not respond and help me with this issue. I only get emails saying that VIP support will be with me within 24 hours and after that have gotten nothing. This is very frustrating and disappointing especially when this is their fault not mine, but Im the one paying for the mistake. I have every single receipt of the thousands of dollars Ive given to their app and expect some support from them when an issue arises. I do not feel Valued as a customer by **********************. I have done everything I can with trying to resolve the problem and had to go through BBB since BFC would not reach out and reply back to me. Please do right by the people who help support your app by taking care of their needs as well instead of just taking our money. It is very unfair of bfc to ignore us

  

  Business Response

  Date: 04/05/2023

  We understand that  **************** has contacted the BBB regarding the delayed response and technical issues. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  First of all, I would like to sincerely apologize for the delayed response. We've been really busy lately and I sincerely thank you for your patience and understanding in this matter!
  Also, I would like to let you know, that an appropriate announcement regarding possible delayed responses has been posted on our *********** page directly for your convenience
  
  Addressing your inquiry about technical issues, I have thoroughly checked your account and was not able to find any signs of tech issues. To narrow down the search, I will kindly ask you to provide us with the following information:
  
  * Date of the incident
  * Time of the incident
  * Time zone you are located in
  * Name of the game you were playing when the incident occurred
  * Screenshot, if possible
  
  And of course, for being such a loyal customer, I have gladly added a virtual boost to both of your accounts.
  
  
  We are always happy to help a customer directly. ****************, you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 inquiry.  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.

• Initial Complaint

  Date:04/01/2023

  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.

  Hi there Im a player for years spend a lot of money try to resolve a missing chips from the roulette. That happened Thursday 16 2023..was 450 millions chips .Also trying to ask for some free chips and spins and nobody answered anymore to my emails . **************************

  

  Business Response

  Date: 04/03/2023

  We understand that **************** has contacted the BBB in regard to missing virtual chips in the roulette game. We are happy to assist them with resolving this issue as quickly as possible.
  
  ****************, 
  
  First of all, I would like to apologize for not being able to address your concern in a timely manner. Customer Support Team is currently experiencing a higher than usual amount of tickets and do our best to catch up, so we will be able to reply to your future requests faster.
  
  Having checked our game logs, we can see that you played the ***** HIGH RISE Roulette game on Mar 16 and you won the amount of 450M virtual chips at 2023-03-16 17:52:11, which were properly credited to your account.
  
  As of today, we have also added some free virtual coins to your account and we hope it brings some lucky spins.
  
  We are always happy to help a customer directly.  ****************, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to resolve any pending 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 ****************** concerns.
  
  Contact Customer Support
  *************************************************************************************************** us why here...

• Initial Complaint

  Date:03/30/2023

  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.

  Ive reached out over 10 times via email (they dont provide any phone number to contact)regarding the game malfunction and losing coins because of it. Not a single reply back. This has caused me to lose almost $1,000

  

  Business Response

  Date: 03/31/2023

  We understand that  Mr. **** has contacted the BBB in regards to game malfunction. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ****,  
  
  I went ahead and reviewed your previous inquiries and it appears that the issue you encountered was related to the same spin results which is a virtual glitch where you'll see the results from your previous spin. Please be informed that our developers are aware of this issue and we're working on a fix to avoid this from happening again in the future. I've also added virtual chips to your account as compensation for what happened.
  
  We are always happy to help a customer directly.  Mr. ****, you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 troubleshoot and identify the cause of the incident. This will be the quickest way we can resolve this for you.   You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Mr. ****'s concerns about Game Malfunction.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:03/29/2023

  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 paid $20 And won $150 on fire kirin this occurred today 03/29/23 this company is refusing to give me my money

  

  Business Response

  Date: 04/03/2023

  Hi
  
  We understand that Mr. **********;has contacted the BBB in regards to not receiving his winnings in a game. We are happy to assist them with resolving this issue as quickly as possible.
  
  **************,
  
  It appears that the app you are mentioning, Fire Kirin, is not one that we support or is one we are affiliated with in any way.
  
  Since this is the case, we would recommend reaching out to their support here:
  
  **********************************
  
  We are always happy to help a customer directly and you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 Us
  ***********************************************************************************************

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a club member for twelve years. I've paid more than $1,000 in dues and have purchased 110 game credits that were said to never expire. Last year, they hired a new boss....and the first thing he did was cut the game credits value in half and set a one year expiration on them. I obviously cannot use that many credits in a year. They continue to draft my bank account each month through paypal and have locked me out of my account so I can't do anything. I can't play any of the dozens of my purchased games....I can't log in to ask questions nor get help, and they require a credit card number to submit a complaint or question to try to get help. I pay through paypal, not credit card!

  

  Business Response

  Date: 03/25/2023

  We understand that ****************** has contacted the BBB in regards to accessing their account. We are happy to assist them with resolving this issue as quickly as possible.
  
  ******************, I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #*******). 
  
  I've pasted our correspondence below for your convenience, but please note that your personal information has been redacted for your security:
  
  
  =====================================
  
  I'm sorry to hear you are facing trouble while accessing your game account. I understand how frustrating that could be.
  
  Before trying to sign in, we recommend following the steps to clear your browser's cache. This will ensure that previously-stored data does not continue to block access. For your convenience, those steps can be found in the help article below:
  
  Clear Browser Cache - ******************************************************************************************
  
  Also, I've gone ahead and reset your password, so you should be able to access your account using the email address and password combination below.
  
  Email address: redacted
  
  Reset Password: redacted
  
  I have included some helpful tips to assist you with signing into your account. Be sure to:
  
  Enter the password exactly as written, including punctuation. If you choose to copy/paste the password, be sure there are no spaces before or after the password.
  Confirm CAPS LOCK is not unintentionally selected.
  Use the password we have provided even if you can remember your prior password. The password above will be your new password until it is changed.
  
  Once signed in, you can change your password on the Account Info - ************************************************ page. 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. ****************** , you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 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 accessing their account
  
  Contact Us -
  
  ***********************************************************************************************

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19628269
  
  I am rejecting this response because:  this issue has nothing to do with you resetting my password and you know it.  This is about you changing the terms of service after a decade of non-expiring game credits and credit value.  You locked me out by adding the terms issue to the login.  By me logging in, you state that we are accepting the new terms.  I am not.  You are holding $700 worth of my game credits and some three dozen purchased games hostage by demanding that I accept the new terms.  I will not.  I want a full refund of all unused game credits AT FULL VALUE and a refund of all purchased games that you refuse to allow me to play without accepting your new terms.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/30/2023

  We understand that ****************** has additional information regarding their concern. We are happy to help out further.

   

  ******************,

   

  I did want to firstly address some misinformation from your original complaint that was missed here. The ********* Credits were not halved in value and a 1 year expiration was not placed on them. For every credit on an account, the Dollar amount equivalent of Points was issued. I'm not sure where you were seeing this information but please see the following help article for more information on Points:
  
  ********************************************************************************************************
  
  In terms of the Terms of Service, we are unable to issue refunds for any purchases should you choose to not accept the new Terms of Service. As a courtesy for any trouble you may have experienced cancelling your membership during this time though, I have been able to cancel this so you won't be charged further.

  I have also issued you a refund for any charges that occurred after the update to our Terms of Service.

  These refunds totaling $56.41 will be showing up in **** days.

  I hope that this information helps.

   

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19628269
  
  I am rejecting this response because:  the info I received was from your emails and announcements.  They stated "the points would pay for a $2.99 game".  They used to cover a $6.99 game, the exact value of the monthly membership.  Was it simply poor/confusing writing or simply poor comprehension on my part?  No idea.  You won't allow me to log into my account to see.  The second was the expiration time limit.  I was told that all credits older than two years were to expire in one year.  That's nearly nine years of credits that I can't possibly use.  Was that another mistake on my part?  Again, no idea.  You won't let me log in to check the expiration dates on my credits.  Strangely, the link you posted to the points page was edited four hours before you posted it here a few days ago.  Why was that?  Lastly, under what circumstances did you honestly think that expiring our game credits was a good idea?  It doesn't make you a cent in profit....under the monthly club dues you already had our money and you knew that we planned to buy games from you in exchange.  How exactly did you think that was going to be a good idea?  ***** post I make here is costing you sales.  ***** post I make on five different social media accounts is costing you sales and money.  I was a twelve year club member....would probably have been for another twelve.  How exactly do you think this whole debacle has benefited you and your company?  How exactly would "YOU" resolve this if you were in my shoes?  What would you do that you would consider fair?  

   

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

• Initial Complaint

  Date:03/14/2023

  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 company has a weekly VIP program. You usually have to be a buyer of coins. Most players did not receive the Monday credit on 3/13/2023 as outlined in their rules. Emails to them and comments on ******** for many users have gone unanswered. Then on 3/14/2023 many users, including me, received this. The problem is, they are lying in their email. They never credited anything. I have sent emails and screenshots proving this and they still haven't responded. Apparently, they credited one of their games, Big Fish, but not both. I added a screenshot that shows 3/5/2023 was the last time I received a VIP credit. I also sent it to big fish and they have not responded. Their email - Hi there,Thank you for reaching out to Customer Support. It looks youre a part of the Exclusive Weekly VIP Credit program. As part of that program, were automatically providing a weekly comp. Because of that, were unable to provide complimentary chips, and unable to directly respond to emails about the odds in our games or emails about additional complimentary chips.That said, we can still help with any technical issues, and if your email is regarding a recent technical issue please reply directly to this email.Otherwise, we hope this helps to clarify things and that you have a lovely day!All the best,The Big Fish VIP Support Team We are committed to Responsible Play. Click here for more information.

  

  Business Response

  Date: 03/24/2023

  We understand that  **************** has contacted the BBB in regards to Exclusive Weekly VIP credit. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  We are deeply sorry for the delay in crediting the virtual chips which you receive on a weekly basis. We had a system outage which caused a delay in crediting but after fixing it,  your boost for March 13th was successfully landed on account ******** on 2023-03-15 at 09:57:20 PST. 
  
  We are always happy to help a customer directly.  ****************, you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 Exclusive Weekly VIP credit.
  
  Contact Customer Support
  ***********************************************************************************************Tell us why here...

• Initial Complaint

  Date:03/13/2023

  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 belonged to the big fish game club for several years in which the monthly fee (of $6.99 I think) was withdrawn automatically from my bank account. During the pandemic the account was closed. I believe by BFG as I don't recall doing it. On 2/27/23 I checked my account and found that it was closed and I had ***** points which could be "redeemed" for $167.76 at check out. Upon contacting customer support I was told that they would only refund $51.87. That is unacceptable. I no longer have a need for the service. The pandemic caused a great hardship for me as I am well aware that I'm far from the only one. Because of my issues I have no need or use of the remaining ***** points. I want the money owed to me I am forwarding email supporting my claim. I hope it's not difficult to follow because they probably won't be in chronicle order (LOL)

  

  Business Response

  Date: 03/18/2023

  We understand that ************** has contacted the BBB in regards to points on her account. We are happy to assist them with resolving this issue as quickly as possible.
   
  **************, I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #*******). I've pasted our correspondence below for your convenience:
   
  =====================================
   
  Big Fish Points are used to take the cost off of game purchases and cannot be redeemed for cash.
   
  However, Ive issued a refund for the last 7 months of charges to this account, and a refund of $51.87 will appear in about **** days.
   
  Please click the below link for more information and check the "1. Program Overview" that states that Big Fish Points are not redeemable for cash, in the article:
   
  Big Fish Points Terms of Use - *******************************************************************************************************
   
  =====================================
   
  We are always happy to help a customer directly.  **************, you are always welcome to contact Big Fish Games for any account or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. 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.
   
  Contact Us
  ***********************************************************************************************
   

  Customer Answer

  Date: 03/19/2023

   
  Complaint: 19591137
  
  I am rejecting this response because: I was not aware of the information link as it applies to game points until this issue. I only became aware of the points I accumulated when checking my account. I believed that I had closed the account during Covid as I closed many that I couldnt use because of the quarantine.  When it appeared that I had not and had accumulated ***** points which stated could be redeemed for $167.76 at check out I attempted to have that amount refunded back to me.  I did not make up the way the points could be redeemed.  It clearly states that under my account.  I expect Big Fish to stand by what was written or implied.  They did agree to refund $51.87 which I have yet to receive.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive attached screenshots to help resolve this complaint. Ive tried to get help numerous times from BFC VIP customer support with no success. On 2/28/2023 our club moved up to a new bracket Quartz I. However, on 3/7/2023 we were again in 1st place and should have moved up to Sapphire bracket but did not. The history for brackets doesnt even show 3/7/2023 results. There are many software glitches that are not addressed. Being disconnected and returned to main lobby while in a scatter game losing billions of fake coins I paid real money for and the spin button after hit causing the wheel to continuously spin until the are you still here? and then being kicked from the room because I CANNOT spin. Losing 50 massive chest after 500 spins at 1 billion coin bet because the meter wouldnt collect the spins as it should have. Kept showing empty no matter how many times I spun. Being home bound in a wheelchair from MS this is my only social contact with the outside world and this all started at the beginning of February, 2023 while I spent over $4,000 in real cash Ive never spent that much before to play. Not advancing my club disregarding your own game help rules, should entitle me to a full refund after which time I receive my refund, you will delete my account immediately to avoid more lost income. The tickets Ive filled out are marked closed without a solution and I am done with a game that is supposed to be fun causing financial hardship due to unfair practices. Thank you.

  

  Business Response

  Date: 03/28/2023

  We understand that  ******************** has contacted the BBB in regards to their club ranking and the technical issues with Big Fish Casino. We are happy to assist them with resolving this issue as quickly as possible.
  
  ********************, 
  
  As previously communicated with our Customer Support representatives, your club initially moved from Quartz I to Quartz II. Also, clubs below the top 14 ranks of their Bracket at the end of a Club Tournament will be moved down a Bracket, allowing them to compete with Clubs more similar to their own, for a chance at higher ranks.
  
  Regarding your refund request, per our Terms of Use, 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 Big Fish Terms of Use.
  
  We would be happy to assist ******************** with their connection issues once we are provided with an example of a date and time when this issue occurred, so that we could review this situation further on our end.
  
  We are always happy to help a customer directly.  ********************, you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 game-related inquiries.  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.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19589505
  
  I am rejecting this response because:all my contact with customer service not once was I informed the rankings are one week behind. My past tickets were closed with no resolution and my connection has no problem as I sit right next to my friend using the same connection as I am, yet I am the only one booted from games. I will not accept your response as a solution but as an excuse. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/29/2023

  I have been returned to lobby, disconnected from rooms, and booted from RR. 

  Customer service has had me delete and reinstall the app, however the problem occurs with WiFi connectivity and cellular connectivity. 
  I have not captured screenshots as they disappear quickly. 

  

  Business Response

  Date: 04/03/2023

  Hello ********************!
  
  Thank you for your response and we apologize for any possible miscommunication in our previous correspondence.
  
  I would like to cover all concerns you have mentioned and to start with, I would like to admit that one of my colleagues mentioned the following on March 8, 03:00 AM PST:
  'Clubs in the top 3 ranks of their Bracket at the end of a Club Tournament will be moved up to the next Bracket, for a chance at even better prizes.
  
  Your club has been moved to Quartz I from Quartz II - you placed 1st from Quartz II. Back before, your performance from Novice matches the scores of Quartz II thus you were moved to the said bracket. Currently, your previous performance matches the Quartz I thus you were moved to the high bracket.'
  
  In case some of your tickets were closed without a response, I will kindly ask you to provide me with the ticket numbers, which you should have received as an automated response and I will be able to clarify whether we have received them and why they might have been closed without response.
  
  We can see you have recently started using the most recent iOS version, which may improve your device performance and prevent multiple technical issues. However, in case you still encounter an issue with the game, please reach out to our Customer Support Team and include the date and exact time when the issue occurred and we will do our best to assist as much as we can.
  
  Thank you for your understanding and have a wonderful day!

  Customer Answer

  Date: 04/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. I am however, never EVER filling out a ticket in the future, it does NO good. 
  
  Sincerely,
  
  ***************** ********

• Initial Complaint

  Date:03/04/2023

  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 playing Big Fish Casino for a long time now and was finally able to work my account up to around 200 million chips. Yesterday morning (3/3/23), I got on the app to collect my daily bonuses and got off. When I got on later that evening, I was completely logged out of my account, which has never happened before, AND I was down about a 180 million chips when I had not been on the game all day. I believe my account got hacked and I am looking for any resolution possible. It took me a long time to get up that high so believe me when I say that I was upset all of my progress had just vanished.

  

  Business Response

  Date: 03/13/2023

  We understand that  **************** has contacted the BBB in regards to the situation with your account progress. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  Looking through your gameplay history, we can confirm that on 2023-03-03 at 11:04:15 PST you indeed had *********** virtual chips on your balance. Having analyzed our system logs, we could verify that all of your virtual chips were lost during standard gameplay (PST):
  
  2023-03-03 11:15:36: *********** (Twilight Fortunes slot)
  2023-03-03 15:16:39: ********** (Twilight Fortunes slot)
  2023-03-03 15:19:57:  -4,608,000 (Big Fortune Valley Double Up slot)
  2023-03-03 20:00:15: *********** (Mystic Wings slot)
  
  This is not a full breakdown of your gameplay and a lot of other virtual slots have been played starting from 2023-03-03 11:04:15 PST until 2023-03-05 19:51:54 PST, where you left with ********** virtual chips.
  
  Apart from that, we can clearly see that your account is being played on 1 device only - **********, thus I would highly recommend making sure that you do not share your iCloud (Apple ID) with anyone else and that your device is protected with a password to prevent this from happening in the future.
  
  We hope that we managed to help you with your concern.
  
  Should you have some questions or inquiries, do not hesitate to reach out in the reply to this email.
  Have a lovely day ahead! 
  
  We are always happy to help a customer directly.  *************** , you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 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 the account progress issue.
  
  Contact Customer Support
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