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:11/21/2022

  Type:Sales and Advertising 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.

  Hello I'm user ******* on v power and I use a trusted agent to load cash. I've been playing for at least 5 months and have refered at least 5 active players and some how everyone I know has had there third wheel spin yet they refuse to even let me access my second spin..... Which is crazy because I play twice as much as they do they even tell me to get a better hobby.... I've repetivly had my weekly promised bonus refused depending on when "management feels they should honor there original agreement.... I've gotten nothing but bull xxxx from the agent I don't wish for any compensation or reimbursement just want my wheel spins honored and my bonus honored otherwise they pay out when they feel you've waited long enough but they still pay out every time but there user agreement is altered almost per case I have several screen shots from friends tha same day as they sent mine and others yet they're different agreements I hit for 700$ tried cashing out and they only let me redeem 50 smh I realize you can't control everyone using your copyright and franchise but someone please for tha love of God get these thugs under control and let them know they do operate under your licensing they do not own your games or your name....

  

  Business Response

  Date: 11/28/2022

  We understand that  Mr. *********;has contacted the BBB in regards to not receiving a jackpot. 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 and V Power appears to be a different company's app. We would recommend reaching out to their support team for more help.
  https://www.vpowerusa.com/contact.html
  
  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
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support

• Initial Complaint

  Date:11/17/2022

  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.

  Hi, I signed up as a new user to the Big Fish platform around a week ago, especifically on November 12th.I was offered a 70% discount on their site for a game called Mistery Case Files: The Harbinger, so I thought: "Okay, looks like a good deal." (I have everything documented, please see screenshots attached).The game's original price was $15.98 and the 70% discount banner showed it at $5.99 (which they said would be applied after checkout).Well, I put the debit card info in and purchased it, hoping that the order would display $5.99 on the statement. Long story short: THE DISCOUNT WAS NOT APPLIED and they took $9.99 extra from the debit card.I submitted 2 different tickets on their Customer Support page and NO ANSWER has been given.I went to different forums to see if this happened to anyone else. How surprised I was to see that many users reported that this game company HARDLY EVER REPLIES TO COMPLAINTS from a time now, THAT THEY TAKE MONEY FROM CREDIT CARDS MONTHLY WITHOUT PERMISSION, and to put a cherry over the pie: The phone line they have displayed on this BBB profile of theirs: IT'S A SCAM LINE! That line has a robot trying to collect your personal info to sell you some medical insurance and has a HOT LINE attached to it trying to sell you online ***. What serious business could do that? Unless they aren't serious at all.Bottom line: I WANT MY $15.98 BACK and I want MY DEBIT CARD REMOVED FROM THEIR SYSTEM for good. I don't wanna see any additional charge or something like that going on (like it happened to other users) or I'll press charges with an Attorney I have as a friend in *****. I want my money back with NO EXCUSES or ******** don't wanna hear again about this company after that.Thanks.

  

  Business Response

  Date: 11/23/2022

  We understand that ******************** has contacted the BBB in regards to a game being more than advertised. 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:
  
  =====================================
  
  Worry not, as per your request, Ive gone ahead and issued you a refund for Order # *********/$15.98, and it may take up to **** business days for the refund to fully process.
   
  While we are not able to do this from our end, you are able to remove any payment methods from the 'Billing Information' section of your account.
   
  I have a provided a direct link to this account page below:
   
  Billing Methods - https://shop.bigfishgames.com/vault/cards/listaction/
  
  =====================================
  
  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
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support

• Initial Complaint

  Date:11/12/2022

  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.

  11/05/2022 I won a jackpot on the platform FIRE kirin ran by 777fish gaming. I won 600 dollars and when I asked to be redeemed I was lied to for 7 days telling me to wait then finally on the 8 the day the administration that runs the site blocked me on the messanger making sure that I couldn't bother them anymore with cash out requests. I was burnt and blocked by them and there's nothing for customer service or any type of resolution. I've deposited thousands of dollars to my account on this platform and they always took my money but when I won a little bit back they blocked me . I think it's a Ponzi scam and they're burning a lot of people . I want my jackpot andthe credit left on my account redeemed to my cash app.

  

  Business Response

  Date: 11/17/2022

  We understand that  Ms. ******************** has contacted the BBB in regards to not receiving a jackpot. We are happy to assist them with resolving this issue as quickly as possible.
  
  *****************,

  
  From the screenshot that you have provided, it does not look as though this is a game offered or supported by our team and Fire Kirin appears to be a different company's app. We would recommend reaching out to their support team for more help.
  https://firekirin.com/contact.html
  
  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
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support

• Initial Complaint

  Date:11/09/2022

  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.

  - Le systme actuel de BIG FISCH GAME ne reconnait pas les achats effectus depuis de nombreuses annes BIGFISH ******.- J'ai achet plus de 100 jeux et ce depuis des annes et certains de mes jeux important ne me sont pas reconnus tant de ma proprit.- il y a encore 6 mois cela fonctionnait bien avec BIGFISH fr, mais maintenant c'est n'importe quoi !

  

  Business Response

  Date: 11/14/2022

  We understand that **************** has contacted the BBB in regards to trouble accessing previously purchased games. We are happy to assist with resolving this issue as quickly as possible.
  
  ****************,
  
  Previous purchase histories are kept and should be accessible via your Purchase History tab in the Game Manager or via the My Order History under the Purchase History tab on the website. 
  
  If you are not seeing your previously purchased games, can you let us know a couple of the games you are trying to install as well as include a screenshot of what you are seeing when looking? 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 or game related questions at any time. If you reply through your message from our helpsite, 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
  https://bigfishgames.zendesk.com/hc/en-us/requests/new

• Initial Complaint

  Date:11/06/2022

  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 cant access any of my previously purchased games. The app doesnt work anymore on iPads? Whats going on?

  

  Business Response

  Date: 11/14/2022

  We understand that ****************** has contacted the BBB in regards to trouble with games on iPad. We are happy to assist her with resolving this issue as quickly as possible.
   
  ******************,
   
  To better help you with this issue, can you let us know a little more of what is happening? 
  
  1. Are you seeing any error messages?
  2. Does the issue occur when trying to download a game or play it?
  3. What device are you playing on and what is the title of one of the games you're seeing trouble with?
   
   
  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. If you reply through your message from our helpsite, 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
  https://bigfishgames.zendesk.com/hc/en-us/requests/new

• Initial Complaint

  Date:11/05/2022

  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.

  I submitted an issue about one of their new games called Midnight Midway last Sunday, October 29th. The issue deals with a new function within this game that allows group play. I was playing this game in a room by myself when 3 or 4 other players entered the room and immediately changed the play to group play. I had already been playing this game for awhile betting **** million and had filled half of the wheel. When the group play was initiated the wheel I had half filled was replaced with a new wheel. Since I didnt want to lose my progress I stayed in the room and continued to play. In the issue I submitted to Big Fish I asked them to call me and explain why other people could come into the room and change the play to group play when I had been playing the game in the normal mode. I received an email response that basically said sorry to hear that and I should go to a private room. I responded back to this email twice. On the second response I received another email saying they prefer to use email to communicate. I told them I was very dissatisfied with their response and that they really dont understand the issue. During group play I was betting **** million and the players who joined and changed the mode to group play were betting less than 1 million. Why is this a problem? Because during group play after the wheel is filled the amounts on the wheel get multiplied based on another wheel and each player gets to share in the pot. The positions on the wheel filled by the other players were all less than 1 million but the positions filled by me ranged from 8 million up to **** million. So basically I loss about 500 million coins due to other players coming into the room, changing the mode to group play, then betting less than 1 million. On the final spin of the wheel in group play where the value on the wheel is multiplied by 100, it landed on 150K. I cant get Big Fish to understand why this is a problem. I have been playing Big Fish Casino for more than 10 years

  

  Business Response

  Date: 11/08/2022

  We understand that  **************** has contacted the BBB in regard to Midnight Midway gameplay. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************, 
  
  We have checked your logs once again and are ready to provide with a detailed reply. On 2022-11-03 at 05:53:20(PST) you played the Midnight Midway slot using the "solo" mode and already had 6 collected slices in your wheel. At 05:53:28 (PST) other players joined the table and "group" mode was turned on. As mentioned in the "How to play" page, which you can check by clicking 3 horizontal lines at the top left corner of the screen when there are more than 3 players in a table the "group" mode can be activated randomly, which happened in your case. Once the mode is changed the wheels progress resets and you start collecting slices with other players at a table. Later at 05:58:25(PST), you finished "group" mode with a winning result of *********** virtual chips. That time at 05:58:26 (PST) you were returned to the "solo" mode and the same moment triggered one more slice and continued wheel fill out having a total of 7 slices, which means your progress was saved and you continue with it. The solo wheel was fully completed at 06:03:03(PST) and you left the table with a balance of *********** virtual chips, as your wheel winning was *********** virtual chips. 
  
  Regarding your bet complaint. We do not have any limitations in virtual bet size for players who are using "group" mode as we want to make a game suitable for every player. Once you see that other players use lower bets than you, you are free to reduce the virtual bet size too. If you want to play only with specific amounts you are free to use Friends only or Private table as was previously advised.
  
  Previously you asked me to contact you via the phone. Currently, we have only email support. Weve found we can give our highest quality of support when we focus our efforts on email. This setup also allows us to pass on useful things such as links to help articles, screenshots, and step-by-step workflows which you can then refer back to again in the future! We hope youll find the same as well.
  
  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 ** Page linked below.
  
  We really hope that all your questions have been solved. 
  
  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 Midnight Midway gameplay.
  
  Contact Customer Support
  https://**********************************/hc/en-us/articles/229717908-Contact-Customer-SupportTell us why here...

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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.

  So approximately 3 weeks ago, I loaded money onto my vpower account via a trusted agent. This has nothing to do with the agent, but in fact with the gaming system itsself. I had gotten a bonus playing glacier of gold, and got the fireball bonus, I WON ******. When the bonus was over and the screen returned to keep on play the reel, my money was not accredited to my account balance. That is a complete and total rip off. As much money as I have actually spent to play with the platform, one can understand my extreme aggravation in this situation. Recently I learned that I could file this complaint and that is why it has been a few weeks because I had no idea who to contact. Maybe there is some help. I sure hope so. I have no reason to lie and there has to be some form of data that can show this on whoevers end it needs to be shown on. Im really aggravated.

  

  Business Response

  Date: 11/09/2022

  We understand that  Ms. ********** has contacted the BBB in regards to not receiving a jackpot. We are happy to assist them with resolving this issue as quickly as possible.
  
  ***********,
  From the screenshot that you have provided, it does not look as though this is a game offered or supported by our team and V Power appears to be a different company's app. We would recommend reaching out to their support team for more help.

  https://www.vpowerusa.com/contact.html

  
  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
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support

• Initial Complaint

  Date:10/28/2022

  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.

  I am filing against one listed as "extreme fire" its a fish games win real money ******** profile. Oct 28,2022. I contacted them and deposited money via cash app, whereas I won ****** redeemable through cashapp via AshHernandez. I was told via ******** messenger that they would cash me out via cash app, Extreme Fire then blocked me from messaging them and I wasn't paid. Please assist me in catching scammers like this one, as well as retrieving my money. Thank you for your concern.

  

  Business Response

  Date: 11/02/2022

  We understand that  ******************** has contacted the BBB in regards to not receiving the correct credit in their game. 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 and our apps do not offer real money gambling. It does appear 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.  ********************, 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
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support
  
  

• Initial Complaint

  Date:10/26/2022

  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.

  I have payed for 18 games online that I cannot play. I have tried all means to contact anyone from Big Fish Games to no avail. They have had my money long enough. I would like a full refund. Good luck finding a person to contact. Thank you

  

  Business Response

  Date: 11/02/2022

  We understand that ************** has contacted the BBB in regards to not being able to access their games. 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:
  
  =====================================
  
  Let's remove the Game Manager and reinstall the latest one using the steps below:
  
  To start, please click the link below to download the Game Manager removal tool:
  
  Remove Game Manager - https://games.bigfishgames.com/RightNowImages/TechTools/RemoveGameManager.zip
  
  Next, unzip the RemoveGameManager file and double-click on the Removal tool to get it started. Youll be prompted to allow the tool to run both before and after the process is completed.
  
  Once that is done you should see a link that says Download Game Manager. Please go ahead and decline that offer as we'll come back to it in a bit.
  
  After the app is removed, we will want to find and delete a folder that sometimes gets left behind. Go ahead and navigate through the file path below:
  
  1. Open a Finder window and then click on 'Finder' at the top left of your screen.
  2. Select Preferences.
  3. This menu should show a list of drives on your desktop, please check the box next to 'Hard Disks'.
  4. This should place an icon for 'MacIntosh HD' on your desktop, please double-click this.
  5. From here, select the 'Users' folder and then open the 'Shared' folder from within that.
  6. In here there should hopefully be a 'BigFishGamesCache' please move this to the trash.
  
  It may already have been successfully deleted, but if you do happen to see that BigFishGamesCache folder, go ahead and drag it to the trash bin and empty the trash.
  
  Finally, when that has been removed, we'll also want to double-check your Applications and Downloads folders for any remaining icons for 'GameManager'. If there are any showing up, we can move these to the trash and then also ensure that the trash is emptied.
  
  After this, please download the new Game Manager:
  
  Download the new version of the Game Manager - https://games.bigfishgames.com/gm_33/gm_installers/currentInstallers/OSX/GameManager33.zip
  
  After downloading, even if you see an error message, please try moving the 'GameManager' icon to your Applications folder and then try opening it from there.
  
  If the above-mentioned steps don't help fix the concern, please reply directly to this email, so that I'll look into this further.
  
  =====================================
  
  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
  
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support
  

• Initial Complaint

  Date:10/24/2022

  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.

  Site doesn't recognize me, can't login, can't access the games I paid for, constant errors, and getting form emails from BigFish that don't address the issue or are impossible to implement because I can't login.This is a follow-up to your previous request #******* "WORST CHANGES EVER!" THIS PROBLEM STILL EXISTS> also, now I'm unable to download games Sep 8, 2022,Most of my games disappeared from the game manager since you "Improved" your site. Some say DOWNLOAD, some say ACTIVATE, and some have a little blue down arrow, with "game not available". ON THAT LAST ONE, CLICKING THE LINK FOR HELP TAKES ME TO THE **** MANAGER **** SAYING THERE'S AN ****** AND WHEN I LOOK UP THE ****** IT SAYS SOMETHING ABOUT MY EXTERNAL DRIVE--WHICH HAS NOT CHANGED IN years!!!!When i go to your site for help, there are all these obstacles. Mysterious pages that say we can get help for this, with NO LINK THERE TO CLICK ON. When i go to customer service, it says "How may we be of service?" and there are a bunch of advertising boxes for games there, and NO HELP OR LINKS THAT MIGHT POSSIBLY BE OF SERVICE TO ME.When i look at my purchase history on your site, it's arranged so that I CAN'T FIND THE **** WITHOUT SCROLLING THROUGH MULTIPLE PAGES, AND NO INDICATION OF WHETHER I HAVE ALREADY DOWNLOADED IT. I HAVE WELL OVER 200 GAMES I'VE BOUGHT, AND THIS TAKES FOREVER, ESPECIALLY WHEN I HAVE TO SCROLL THROUGH **** MANAGER TO FIND A MISSING **** AND THEN SCROLL THROUGH THE PURCHASE HISTORY ON YOUR SITE, LOOKING FOR IT. THE PURCHASE HISTORY INSIDE THE **** MANAGER IS NO BETTER.WHEN I FOUND THE INFORMATION ABOUT REINSTALLING, IT SAYS:You can install your purchased games anytime from the Big Fish website. THAT IMAGE IS NOWHERE TO BE FOUND....I DON'T KNOW WHERE TO FIND THE "**** DOWNLOADS" AREA.I'm afraid to reinstall the game manager app, because last time i did that ALL MY GAMES DISAPPEARED, AND WHEN I GOT THEM TO SHOW UP AGAIN, THEY ALL HAD TO BE DOWNLOADED AGAIN, ONE BY ONE!!

  

  Business Response

  Date: 10/25/2022

  We understand that ************** has contacted the BBB in regards to their games having trouble. 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:
  
  =====================================
  
  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
  
  If you are still seeing trouble after signing in with this information, Ill need to gather some information using **************, our Big Fish Games diagnostic tool. To get started, click the link below and follow the steps:
  
  Click here to download and run ************** - https://bigfishgames.zendesk.com/hc/en-us/articles/229824447
  =====================================
  
  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
  https://bigfishgames.zendesk.com/hc/en-us/articles/230538107-Contact-Customer-Support