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:03/02/2023

  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.

  Yes I have tried to contact Big Fish and all you get is a generic email. There is only one way to contact them if it is a technical support issue. I have contacted them at least 10 times that it was a technical support being disconnected from there server and you still get a generic email there is no number or email through there site which they say there is but you cannot get in touch with anyone and they are ripping people off after playing so many millions and getting disconnected from there server. They try to blame it on your it internet but it happened with several people in different states when you are getting ready for a payout it disconnects you and they always say it's your internet. How can so many people in different states have that problem at the same time?? Thank you,***************************

  Customer Answer

  Date: 03/15/2023

  The information they provided is incorrect.

  The situation did not occur on February 11th .

  The incident occurred on February 8th I sent that information to you and Big Fish which they gave me the same response and advised me they will no longer respond to my emails.

  There data is all incorrect that they are reviewing.

  I had 20 billion plus 2/8/2023 invested 10 billion got the payout while playing.

  Aloha Gold is a Scatter my friend and I where playing you need the 5th scatter to get bonus. We where disconnected after the 4 scatter you get payouts for that but the 5 SCATTER gives you the Bonus payout which we where disconnected.

  I also have a link to a FB group for Big Fish and so many comments on disconnection issues.

  They provided you with the incorrect information on date incident occurred.

  February 8 th at 3:43 est time my friend is on central time.I have told them this information date and time but they reviewed data from wrong date and told me the will not respond to my emails . Yes they did email only because I reported the issue to you. The last email said do not email them they will not respond but only because I reported them . They still are looking at a date of February 11th which is not the correct date. February 8th is the correct date.

   

  Thank you,

  **************************;

  

  Business Response

  Date: 03/15/2023

  We understand that  **************** has contacted the BBB in regards to Aloha Fortune`s pot burst. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  We have provided an investigation once again and would like to share the details with you. 
  On February 11th, during the Aloha Fortunes Ultra Gold VIP session, at 10:45:43 PST your balance was *********** virtual chips. At 10:45:47 PST you received a scatter and pot burst - ********** virtual chips. It was successfully credited to your balance as despite you have been disconnected at 10:51:16 PST, your balance was *********** virtual chips at the moment of disconnection. The reason for disconnection is a long time of inactivity. As you probably know, while players do not spin, they are warned to be disconnected if no action/spin will be done from the player`s side. 
  
  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 Aloha Fortune`s pot burst.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 03/15/2023

  I have an additional complaint to add. When you are in the *** bonus on Mondays you get chips on how much you spent for chips for the week. 
  No one has received any bonus PAYOUT for Mondays.
  They are given every week if you buy.
  Nothing has been paid out on there bonus program which is always by 12 pm est time the latest.
  Thank you,
  **************************;
  

  
  

  Customer Answer

  Date: 03/15/2023

  The information they provided is incorrect.

  The situation did not occur on February 11th .

  The incident occurred on February 8th I sent that information to you and Big Fish which they gave me the same response and advised me they will no longer respond to my emails.

  There data is all incorrect that they are reviewing.

  I had 20 billion plus 2/8/2023 invested 10 billion got the payout while playing.

  Aloha Gold is a Scatter my friend and I where playing you need the 5th scatter to get bonus. We where disconnected after the 4 scatter you get payouts for that but the 5 SCATTER gives you the Bonus payout which we where disconnected.

  I also have a link to a FB group for Big Fish and so many comments on disconnection issues.

  They provided you with the incorrect information on date incident occurred.

  February 8 th at 3:43 est time my friend is on central time.I have told them this information date and time but they reviewed data from wrong date and told me the will not respond to my emails . 

  Thank you,

  **************************;

• Initial Complaint

  Date:03/01/2023

  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.

  I have been a player on Bigfish Casino and Jackpot Magic Slots for 8 years now, spending a combined total of over $125,000 on virtual chips for entertainment purposes on 3 accounts between the 2 apps. . Yesterday 2/28/2023 I had played my account all morning and even purchased a 2 coin packages spending $150.00 on Jackpot Magic Slots , later that afternoon I logged on to play my game and at first received an account error to contact customer service. i emailed them then the app shut down and when i opened it back up it stated my account was banned. i contacted customer service again via email and received a response stating due to unusual activity on my account my account has been banned for violation of terms of use. I did not violate any terms. It also stated they would no longer discuss this matter or reply back to anything regarding this matter. This is the a horrible way to treat a loyal customer who has spent over $125,000 with their company. I am sickened by how much time and money i have invested in my account to have it removed from me with no explanation or discussion regarding the "unusual activity" I have never been treated by any company i have done business with like they have treated me. this is appalling and unfair.. my account should have never been banned. I am a loyal customer, i never cause problems in the game and never have, I want my account that was taken unfairly from me back. They also banned my second account on Jackpot Magic Slots but did not ban my account on Bigfish Casino. Why wasn't my Bigfish Casino banned if my other accounts were banned? And they tell people bans are not reversible, but this is untrue i know of a player who was banned and the ban was removed and it was a permeant ban to his account. So telling me that will not work due to I have seen for my own eyes it be restored and the ban removed.

  

  Business Response

  Date: 03/07/2023

  We understand that  ******************** has contacted the BBB in regards to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,
  
  We would like to inform you that your Jackpot Magic Slots account has been banned due to a violation of our Terms of Use.
  
  Our system is set up so if any violation of our terms occurs these types of limitations or bans may automatically be placed on the account. Due to the nature of this activity, this decision is final, and we have nothing further to add regarding this block. Please find below a link to our Terms of Use below:
  
  Big Fish Terms of Use
  
  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 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 the account ban concern.
  
  Contact Customer Support
  *************************************************************************************************** us why here...

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19518437
  
  I am rejecting this response because: You have not responded stating why my account was banned exactly. in an email the day my account was banned a customer service rep said to me for unusual activity. I have been playing this app since it opened and did nothing differently then how i have always played. So i would like to know what unusual activity that caused the ban. Also in previous emails from your customer service team regarding a past ban for 48 hrs, i was told that the Moderation Team placed the ban. I am a great customer, i even had spent $150 the morning that the ban was placed on your app. All together I have spent over $125,000 with your company and to ban my account and not explain why or discuss this issue with me is awful customer service. This is not how you treat a loyal customer who has spent this much money with your company. Your system did not place the ban on its own on my account. An employee placed it. 

  If this ban was due to playing scatter games with friends, and these games give them coins that we won while playing the game or as you call it transferring of coins, then why do you have these games available to play if someone can be banned for playing them, why give the option for private rooms to play in, and why have tournaments in the app help by you that are called share the wealth? Players in the app help their teammates and friends due to the competition of tournaments each week. why are the other players that play these games not being banned? Why am i being targeted and picked on for playing like all others? I have in writing from ***********************, a previous customer service representative that playing scatter games and boosting friends and clubmates is not a violation of terms. 

   

  I want to know what unusual activity prompted this ban and want it reversed. I have invested a lot of time and money into my account and i want it back. it is only fair. Please put yourself in my shoes. Investing this much into your account and having it taken from you and not given any reason on why it was banned. knowing you did nothing wrong or different than you have always played in the app is very upsetting.  I know that bans can be reversed, if your saying they cant be then i want an account given to me that is at the same tier and has the same perks receiving the same complimentary comps as my account was given. $125k is a lot of money for one person to invest in your company and I would expect with spending that much money someone from your company would reach out to me and resolve this issue quickly as i wouldn't think they would want to lose my business. 

   

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

• Initial Complaint

  Date:02/28/2023

  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 tried to follow the emails that big fish thast told me on how to update my payment, but did not work. Now, I am seeking the amount of 28 free games and the ones I purchased on CD. I am also looking for the big fish plush I was told I already got but did not recieve it. In the amount of $300.00 plus all the games I have purvhsed put on CD discs, so that I can put them in the computer without logging into big fiush, as I am severing my ties and would like what is owed to me, and the games on discs. I been a member for at least 2 to 3 years or more, nad ws like the last 3 to 5 months I have tried to enter paytment, but it wanted me to purchase a game in order to enter payment and I was not purchasing a game in order to do what they had asked of me.

  

  Business Response

  Date: 03/09/2023

  We understand that ************************ has contacted the BBB in regards to their membership and not being able to update their payment method. We are happy to assist them with resolving this issue as quickly as possible.
  
  ************************,
  
  I wanted to firstly let you know that we do not offer CDs for games and at this point, backup CDs are no longer being offered.
  
  Regardless of whether you have a membership with us or not, you are always able to download and reinstall any purchased games from your Purchase History:
  
  Reinstall a Purchased Game - ***************************************************************************************************************
  
  In terms of your Payment method, please note that sometimes it is necessary to update this in the cart when checking out with a game. Once the Payment method is updated though, you do not have to proceed with the purchase and can simply close the cart at that point and the Payment method will be updated.
  
  Finally, Ive located your ***** Plush rewards code to redeem ***** the Fish anniversary gift. 
  
  Just follow the steps below to visit the Big Fish Games Rewards site and redeem your rewards code. 
  
  1. Go to *******************************;
  2. Highlight the following code with your mouse cursor, and then copy (Ctrl + C) and paste (Ctrl + V) it into the box on the Big Fish Games Rewards web page. ***** the Fish rewards code: 
  
  839114RA8M4RCWDSTBQ
  
  For more detailed instructions, please take a look at the following help article: 
  
  [Redeeming a Rewards Code](**********************************************************************) 
  
  You can also type your rewards code into the box, but keep in mind that codes only use numbers and capital letters. Furthermore, the number 1 can often be mistaken for the capital letter I, so if you have a coupon code that looks to be using the number 1 or the letter I and its not being accepted after you type the code, try entering it again using the character you didnt use the first time.
  
  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 their account.
  
  Contact Us -
  
  ***********************************************************************************************

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2=27=2023 I played onlinefish game the platform is ultra panda I won 125$ on my first roll. When I went to cash out the owner of the plat form informed me of the rules and told me I had to with draw my funds of 100 n only wanted 60 $ than he took ***** of my money said it didn't belong to me. Told me I could never with draw over 60 next time and to remove my funds from the safe . He was very rude and treated me if I was stupid I have screen shots of the complaint and winnings I want the rest of my funds I played on both plat forms

  

  Business Response

  Date: 03/09/2023

  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:02/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have several problems when I try to contact customer service they say Im on the Monday vip program and they can not help me. They will never tell me how I can get ahold of someone I also was told 6 months ago that my name was on a list. I should have been receiving a rep with a daily boost. I do realize they no longer have personal reps however when I started to play it was posted on the tier sight when you reached a certain level you would receive it. Well I reached that level never received anything but told my name was on a list I have spent a lot to get to that level so I would receive the daily boost. I never can reach anyone regarding any issues. Thank you.

  

  Business Response

  Date: 03/17/2023

  We understand that  ****************** has contacted the BBB in regards to participation in Exclusive VIP Credit Program. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************, 
  
  Please accept our apologies for  delay in our reply to you. We understand your frustration regarding the exclusive program for our players. Please note that personal representative and daily boost are not included to this program and we always provide the rules for **** program before enrollment. Let me remind the **** benefits which we sent to you in 2020:
  
  The Exclusive Weekly VIP Credit program is a special opportunity available for some players. If you'd like more information about how this program works, please check out the details listed below:
  
  Every Monday, well send one big comp by 5pm Pacific Time to your account for being a great customer!
  These comps will automatically credit an amount to you, and no further action is required on your part.
  If you enroll in the program you will be unable to unsubscribe.
  This is the only comp Customer Support will be able to provide.
  You'll still receive your VIP Monthly Bonus at the start of each month!
  We can still help with any technical or other account issues, but any emails about the winning chances in our games or requests for complimentary virtual chips will not be addressed.
  
  Additionally, we have already discussed the concern regarding personal representative in September 2021 when we explained that this feature is currently not available and as only will be implemented, we will inform our players immediately.
  
  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 participation in Exclusive VIP Credit Program.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On feb.16 at approximately 7pm I won $2064.00 on their firekirin online gaming platform. I messaged their distributor "************" requesting a cash out.i have several text messages from her promising payment but she had financial issues and would have to wait a few days...well needless to say she has not returned any of my messages and 2days after my win my account has disappeared leaving me with $0.47. And I believe she has blocked me on messanger.my user name is ******* and my game id #is *********** u please help..I appreciate your time.*****************************

  

  Business Response

  Date: 02/28/2023

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

  Customer Answer

  Date: 03/15/2023

  In regards to case I'd #******** i still have not gotten a response and this matter is still not resolved... please re open this case and help me hold this company liable.

  Customer Answer

  Date: 03/16/2023

  Here are the screen shots of my winnings and these are the messages from their agent.

  

  Business Response

  Date: 03/23/2023

  We understand that **************** has additional information regarding their complaint and will be happy to assist.
  
  ****************,
  

  After reviewing the screenshots, I can confirm that this is not a Big Fish employee or agent. Once again, Big Fish games does not offer real money gambling in any of our Apps and we do not offer text support.

  
  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:02/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of big fish games for over 20 years, As others have stated big fish games have made major changes to their website and Im no longer able to access the billing/payment of my account information. Their customer service has been no help and I feel ignored. Ive been a customer for years and have purchased lots of games and Im due ***** game credits that I have been charged for on a continual monthly basis but have no access to. I have every right to these services or a FULL refund, also because I have no access to my account, so theyre just charging away. This is flat out fraud! I reached out to their customer service with my issue and was told how to change my payment method, I guess they missed the part where I told them my debit card is still being used by them for a monthly fee of $6.99. I dont understand why this company think its ok to charge my bank account but not provide service. Very dishonest

  

  Business Response

  Date: 02/23/2023

  We understand that ****************** has contacted the BBB in regards to not being able to make purchases. 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:
   
  =====================================
   
  Taking a look at the information here, I do see that there seems to be some trouble with adding a new payment method here. We can try an option from our end to sign into the account and look into things from our end, however we would require your permission to do this.
   
  Either way, please let me know and I can take a look from there.
  =====================================
   
  We are always happy to help a customer directly. ******************, you are always welcome to contact Big Fish Games for any account questions at any time. Please note that when filling out a help request, you will need to enter the email that you want to be contacted at. In the future the best way to reach us is through our Contact Us Page linked below.
   
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to get access to your account restored. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. We hope that we have resolved Ms. ******** concerns with their account.
   
  Contact Us
  ***********************************************************************************************

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never had trouble with them before, until they "upgraded" their website.Now, after logging into my account, the website declares "just one more step" and states they will send me an email to verify. No email ever arrives. After numerous weeks and emails back and forth to their customer service, the problem has not been resolved, and was referred to their escalation team.More days pass, more emails sent back and forth, no resolution, and now they are no longer responding to emails at all. Currently, my email address is not even recognized on the site.I want all the money I paid for membership fees and individual games through the years refunded to me, as I can no longer access any of the games I purchased. All the documents of my purchases are on their website, which I cannot access...

  

  Business Response

  Date: 02/15/2023

  We understand that **************** has contacted the BBB in regards to 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, please note that information such as email and passwords have been redacted for your privacy, but this information will be available in the support ticket that you've received from us:
   
  =====================================
   
  After reviewing things, it does look as though the system should be set up to send this email to your gmail account here.
   
  Gmail email addresses are special in that you can change the ending from "gmail.com" to "googlemail.com" and still receive your emails at the same inbox though, so what we can try would be to update the email address on your account from ****************** to the following:
   
  ***********************
   
  We have attempted this then to see if it helps and we've also tried resetting the password. Let's try signing in with the following information. You may receive the email update message again, but hopefully this should send the correct email to your address and we can proceed from there.
   
  Email: ***********************
   
  Password: REDACTED
   
  Please let me know if this has still not helped as we certainly want to make sure that we can get things going for you here.
   
  =====================================
   
  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. 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.
   
  Contact Us
  ***********************************************************************************************

  Customer Answer

  Date: 02/15/2023

   
  Better Business Bureau:
  

  Yes, I just received the email from Big Fish and after a few more failed attempts, finally managed to get into the account and access my purchases. Thank you BBB for helping me get this matter resolved at long last. Big Fish has been very responsive for a while, but then went under the radar. Your intervention brought a happy resolution.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/08/2023

  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 company ran a few contest to win chips, a few of them stated a chance at, my complaint is one of the contest did not say a chance at, only said win a tournament and get 100 bill coins, well not only did I win 1 I won 2, to win on their site means place top 3 I placed 1st and a 3rd and never got my coins, ive emailed them but only get robotic replies they need to put 200 bill on my acct for winning twice, I have screenshots of the contest and both of my wins..

  

  Business Response

  Date: 02/09/2023

  We understand that  ***************** has contacted the BBB in regards to promo contest. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************,
  
  We deeply apologize for any confusion with recent promo. The promo is giving a chance to win 100 billion of virtual chips by 1 player only and 10 other players have a chance to win 10 billion virtual chips. It is not stated that all of players will be credited with such amount as it is given randomly to those who met the requirements. We appreciate your understanding and feedback so next time we will do our best to explain it more clear in further promo. 
  
  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 Ms.Lagorios concerns with recent promo.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19364501
  
  I am rejecting this response because:Again if you view the 3 images two of them clearly say a chance at or how many will win! The one Im referring to does not anywhere say 1 winner or a chance at. This is a mistake on their end not mine. I spent a ton to play for that one since it says win 100 bill win any tournament, not a chance at, this should not be a argument the chips are free and virtual not real money like I paid, so again I hope they do the correct thing.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/06/2023

  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 bought the game Return to Ravenhearst and now Im being billed $6.99 a month for a subscription, that was not what I wanted so Ive tried calling them using the number shown from the BBB account for Big Fish Games and it was a wrong number, I tried emailing them for their support email showing from the billing statement they sent me and that doesnt go through so I decided to file a complaint. Now that I think about it several years ago this same exact thing happened several years ago. This company will not allow their customers to make contact with them. I want them to stop billing me and a refund for the subscription. The order number is ********** Thank You

  

  Business Response

  Date: 02/09/2023

  We understand that **************** has contacted the BBB in regards to their membership and account. We are happy to assist them with resolving this issue as quickly as possible.
  
  ****************,
  
  It appears that the charge you're seeing is related to a Big ************** membership. It's a subscription service that we offer than helps members get discounts on games. Since it sounds like this was not something you wanted, I've gone ahead with canceling it for you. Ive also issued a refund for the charges to this account, and a refund of $118.83 will appear in about **** days.
  
  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 their account.
  
  Contact Us -
  
  ***********************************************************************************************