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:02/04/2023

  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 $97.00 in points but I tried to buy a game for and it only applied half of the cost with my game points and wants to charge over $7.00 more dollars, Why would you charge me when I have so many points? I have paid my monthly fee for months and have bought a game but I want to buy one and you charge me. WHY

  

  Business Response

  Date: 02/09/2023

  We understand that ************ has contacted the BBB in regards to their membership and points not applying to your purchases. We are happy to assist them with resolving this issue as quickly as possible.
   
  ************,
   
  I do see the available amount of ***** Big Fish Points on your account here and you are definitely able to use these to fully redeem games for no cost.
   
  If you are seeing trouble with points applying, we would recommend checking out the following help articles:
   
  Big Fish Points - ********************************************************************************************************
   
  Using Big Fish Points - **********************************************************************************************************
   
  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:01/19/2023

  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 won a jackpot that should have awarded me 4b+ coins. However, I only received 104m coins. I wrote to their customer support and keep being told the issue has been sent to the developers. I still have not been credited the 4b+ coins I won. You can see in the screenshots my bet level was 4.5m and the jackpot should have awarded me 4b+ coins. To provide context, purchasing 4b coins would cost over $600 in real money. All I want is the virtual coins I fairly won. If the company is not goin Nf to provide me the coins then I ask for the $600 in real money. I want this resolved asap

  

  Business Response

  Date: 01/27/2023

  We understand that  Mr. **** has contacted the BBB in regards to the incorrectly paid Jackpot. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ***** 
  
  We are sorry that reviewing the issue along with its fixing took time, but we would like to inform you that we have reimbursed the amount which was missed and added complimentary virtual chips on top of that amount.   
  
  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.  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 Jackpot issue.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:01/06/2023

  Type:Billing 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.

  As others have stated big fish games have made major changes to their website and Im no longer able to access ANY 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 over 20 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 Im not able to cancel 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: 01/10/2023

  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.
   
  ******************,
   
  Pulling up your account in our system, I can see that there was an error with your account. We have fixed this and the correct ********* and other account information should be appearing now when you sign in.
   
  To make up for the inconvenience, we have added **** Big Fish Points to the account as a courtesy.
   
  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:01/05/2023

  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 Tuesday January 3, 2023 at 5:10pm I ************************* deposited a $20 payment to ***********************************************************. Through cash app to Casino HUB a fishing game platform agent by the name of *********************. Load was successful. On the same date at 8:58pm I asked them to redeem my winnings from my account and I never got it because they never replied back to my messages and not only that but they took all of my winnings from my account and never redeemed me for my winnings and they never responded to me. My asking for a redeem (Hello I would like to redeem $150 from rrrandy1217) no response from them yet but they read my messages.

  

  Business Response

  Date: 01/10/2023

  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 Casino HUB appears to be a different company's app. 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.  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.
  
  Contact Us
  ***********************************************************************************************

• Initial Complaint

  Date:01/05/2023

  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.

  j'ai des soucis avec big fish games depuis le mois d'aot 2022, je n'arrive *** tlcharger la version franaise comme avant, je n'arrive *** rcuprer mes anciens j**x qui taient sous le nom de "*******************************" OU "*******************************" ou ***************************************, mes anciennes adresses mail taient : "************************** ou JE NE SAIS PLUS, j'ai ***** d'ordinat**r et je ne sais mme *** rcuprer les j**x achets sous le nom de *********************** j'ai dj ** des *****es avec le service litige en 2022 mais rien n'y fait ??? comment trouver une solution afin que j'ai MES j**x en franais au plus tt j'ai de gros problmes de sant et c'est pour cela que je me suis remise jouer avec big fish games je compte sur votre collaboration et comprhension cordialement **************************************** 40 ****************** ***************************************************************. : 06 09 11 72 71

  

  Business Response

  Date: 01/10/2023

  Nous comprenons que **************** a contact le BBB concernant l'accs ses jeux et son compte. Nous sommes heureux de les aider rsoudre ce problme le plus rapidement possible.
  
  Madame Bartos,
  
  En ouvrant votre compte dans notre systme, je peux voir que vos achats de jeux semblent tre en franais et vous devriez pouvoir y accder partir de l'historique des achats de votre gestionnaire de jeu ou de la section Mes tlchargements de jeux de votre compte.
  
  Rinstaller un jeu achet - ************************************************************************************************************
  
  Si vous rencontrez d'autres problmes partir de l, veuillez m'envoyer une capture d'cran de l'erreur que vous recevez.
  
  Pour plus d'instructions tape par tape sur la faon de crer une capture d'cran et de la joindre votre e-mail, veuillez consulter les articles d'aide suivants :
  
  Prendre une capture d'cran - *******************************************************************
  Joindre un fichier mon email - **********************************************************************
  
  Nous sommes toujours heureux d'aider un client directement. ****************, vous pouvez toujours contacter Big Fish Games pour tout compte, application Big Fish Games ou questions lies au jeu tout moment. l'avenir, la meilleure faon de nous joindre est de passer par notre page Contactez-nous ci-dessous. Je vous ai galement envoy un e-mail directement via notre systme de messagerie d'assistance la clientle. Si vous rpondez via ce message ou le lien ci-dessous, ce sera le moyen le plus rapide de rsoudre ce problme pour vous. Vous pouvez galement rpondre avec les informations via ce contact BBB. Nous esprons avoir rsolu les problmes de **************** concernant son compte.
  
  Nous contacter -
  
  ********************************************************************************************

• Initial Complaint

  Date:12/29/2022

  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'm missing a 400 dollar refund

  

  Business Response

  Date: 01/04/2023

  We understand that ********************** has contacted the BBB in regards to a missing refund. We are happy to assist them with resolving this issue as quickly as possible. 
   
  **********************
   
  I've searched our system using the email address you provided, but was unable to find any account or recent charges that we *** have refunded. Is it possible that this might be coming from an account using a different email address? 
  In order to locate where that charge is coming from in my system, I'll need a bit more information. Here's what will help me get this resolved for you:
   
  First 6 and last 4 digits of the card that was recently charged 
  Example: **** 56XX XXXX 7890
   
  The 9 digit Order Number that appears next to the charge
  Item description for the charge on your bank or credit card statement
  Any other email addresses that *** have been used
  Date and amount of charge
  Billing address
   
  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 ************************ concerns with their refund
   
  Contact Us
  ***********************************************************************************************

• Initial Complaint

  Date:12/23/2022

  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.

  I have more than $200.00 in points on Big Fish Games and I can not buy games. In the last year (2022) I have not been unable to place games orders in the shopping Kart to complete a game purchase. I have filed complaints to Big Fish Games but they do not solve the issue. I wish to be able complete purchases by using my points.Thanks.

  

  Business Response

  Date: 12/28/2022

  We understand that ************** has contacted the BBB in regards to not being able to access their account. We are happy to assist them with resolving this issue as quickly as possible.
   
  **************,
   
  I understand that you have been seeing some issues purchasing games or adding games to your cart. To start with, please let us know if possible where you were attempting to purchase the game from? (Game Manager ad, ad on another site, game page on our site etc.)
   
  In the mean time, we would request you to try using a different browser once and try purchasing the games. If the issue still persists, kindly help us with the screenshot of the exact error message you are receiving along with the game name you are trying to purchase.
   
  For more step by step instructions on how to create a screenshot and attach it to your email, please see the following help articles:
  
  Taking a Screenshot - **********************************************************************
  Attach a file to my email - ******************************************************************************;
  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 Mr. ****** concerns with their account.
   
  Contact Us
  ***********************************************************************************************

• Initial Complaint

  Date:12/19/2022

  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 can no longer access games that I purchased unless I pay a $1.00 fee, give a credit card number and can also be charged $46.00 if these services are needed again. It was stated I could be refunded the $1.00 but I don't.trust why I have to pay any monies as my this app was accessible to me and Big Fish arbitrarily turned off or blocked my email. I had been signed on to the game app for months and been able to go and download games I wanted to play. Now I no longer can do this unless I pay. These are games I have paid for and think this is taking advantage of the consumer by now charging them for the app they need to access their games.

  

  Business Response

  Date: 12/24/2022

  We understand that *** ******* has contacted the BBB in regards to not being able to access their account. We are happy to assist them with resolving this issue as quickly as possible. Please note that personal information such as emails and passwords have been redacted from this message for security but will be available in the email that I have sent you through our help system.
   
  ******************,
   
  We will never charge you to access your account or purchased games.
   
  To help with access to your account, 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.
  If you need to make changes to your email address or password in the future, you can sign in to your Big Fish Games account and visit your Account Info - (https://susi.bigfishgames.com/edit.php) page.
   
  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
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support

• Initial Complaint

  Date:12/18/2022

  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.

  They take my money every month for a subscription and then it is impossible to redeem my points. Whatever recent updates this company has done is detrimental to the users. Cancelled my subscription but would love my money returned.

  

  Business Response

  Date: 12/24/2022

  We understand that Ms. ************* has contacted the BBB in regards to not being able to access their account. We are happy to assist them with resolving this issue as quickly as possible. 
  
  ******************
  
  I've searched our system using the email address you provided, but was unable to find a recent charge. Is it possible that this might be coming from an account using a different email address?
  
  In order to locate where that charge is coming from in my system, I'll need a bit more information. Here's what will help me get this resolved for you:
  
  First 6 and last 4 digits of the card that was recently charged
  
  Example: **** 56XX XXXX 7890
  
  The 9 digit Order Number that appears next to the charge
  Item description for the charge on your bank or credit card statement
  Any other email addresses that *** have been used
  Date and amount of charge
  Billing address
  
  Once we have that information, I can begin to track down that charge and find out why it's there.
  
  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 ****************** concerns with their account.
  
  Contact Us
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support

• Initial Complaint

  Date:12/15/2022

  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.

  They to me and said that if I sent them money to play the game then when I won I would be able to cash that money out

  

  Business Response

  Date: 12/22/2022

  We understand that ****************** has contacted the BBB in regards to trouble cashing out money in a game. We are happy to assist with resolving this issue as quickly as possible.
  
  ******************,
  
  To get started, it would really help if I could get a bit more information from you about whats happening in your game.
  
  Please answer as many questions below as possible:
  
  What game are you playing?
  What level are you at in the game?
  What device are you playing on?
  Have you linked the game to an email address? If so, what email address did you use?
  Whats the username in your game?
  What is your game ID/Friend code?
  
  Just in case its needed, here is a link that you can use to find your Game ID/Friend Code:
  
  What is an in-game ID?
  
  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. Since we do not see a contact email here, please reach out to us via our helpsite 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.
  
  Contact Us
  ****************************************************************