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:09/15/2022

  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.

  I started up an account and everything was great. I enjoyed playing the app and meeting new people. There was a discussion on a VIP Monday programme within my club. And club members where unsure on he exact details so I emailed BIg fish customer support to ask for further details. I had my account blocked for asking a question after spending about 800 in a month to play something I enjoyed. No reason for it whatsoever didn't violate any of there rules, I hadnt complained or been rude. Just ask a simple question. And the ***** a member of staff there blocked my account. I'm extremely unhappy about this as I invested into something that I enjoyed just for them to ban me for doing nothing at all

  

  Business Response

  Date: 09/19/2022

  We understand that  ****************** has contacted the BBB in regard to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
   
  ******************, 
   
  Please note that we have blocked the account associated with this message from playing (Big Fish Casino/Jackpot Magic Slots).
   
  As players worldwide who enjoy our games know, the social casino-style genre is not real world gambling. When players reach out to us indicating problems managing their game play experience, we want to ensure they have the right information and resources to address areas of concern and assist where possible.
   
  We invite you to visit Smart Social Gamers for a variety of useful articles for managing your experience with social games, its a valuable resource.
   
  There are a few additional links to information and options which may be of use to you playing other games, based on the platform you use.
   
  For Our Players on ********:
   
  Using Games & Apps Safely (see section "Blocking or Removing Apps")
   
  You may wish to consider removal of your card from your ******** account to prevent future purchases. To remove your Credit Card from your ******** account:
   
  1) Select the following link: https://secure.facebook.com/settings?tab=payments
   
  2) Under the "Payment Methods" you will see the Credit Card(s) displayed. Select the "Remove" link followed by the "Remove My Card" beside the cards for removal.
   
  3) Select the "Close" link once you have removed the card(s) in question.
   
  For Our Players on iOS Devices:
   
  To disable in-app purchases on iOS, please see this article: Use Restrictions to prevent purchasing on your iPhone, iPad, or iPod touch
   
  You may also consider removing the application from the control panel.
   
  For our players on Android Devices:
   
  To prevent accidental/unwanted purchases in ****** Play through authentication options, please see this article: Require a password or authentication for purchases
   
  Please note that our account blocking system is irreversible - as the block has already been implemented you will no longer be able to access (Big Fish Casino/Jackpot Magic Slots). We will not knowingly allow access to the account going forward using the reasonable technical measures employed to prevent this.
  
   
  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. ******** concerns with the banned account.
   
  Contact Customer Support
  https://bigfishcasino.zendesk.com/hc/en-us/articles/229717908-Contact-Customer-SupportTell us why here...

• Initial Complaint

  Date:09/14/2022

  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.

  Since 2007, I have maintained a membership with Big Fish Games, (BFG), although there have been periods of time when I temporarily put my active membership on hold. When a membership is on hold with BFG, the account the user has created remains active, they simply have to purchase games at twice the price. It is BFG's policy that even when a membership is on hold, the games that have been purchased by a user continue to be available to the user when the user submits his or her username and password. During these 15 years, I have purchased hundreds of games worth thousands of dollars from BFG. Since at least the beginning of 2022, my long-held username and password began to be rejected by BFG without warning. In May 2022, I contacted BFG by email alerting it to the problem. Since that time, I have emailed BFG numerous times. BFG takes weeks to respond to an email and when it finally responds, the email text often has little to sometimes no relation to the complaint the user lodges. My emails finally reached a senior technician named ***, who made promises and appeared to be helping. However, none of his promises have materialized and I still cannot access my account. On Aug. 24, 2022, I received an email from BFG saying it was resolving the issue and provided an email address of *************************************** in the event I needed further assistance. Multiple attempts to send email to that address bounced back with a "Permanent Error" alert, indicating the email address was bogus. I continue to have no access to the games I have purchased from BFG. I have noticed that other BFG customers are complaining about the same problem, lodging their complaints within reviews of BFG's games, and indicating that they, too, are receiving no or limited response to the emails they send BFG.

  

  Business Response

  Date: 09/23/2022

  We understand that *** has contacted the BBB in regards to issues with 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:
  
  =====================================
  
  Firstly, I took a look at things at the email you received appears to be related to our teams work on your account. It does look as though that email was automatically generated and the email that it lists is not currently available, so I'm sorry for the miscommunication with that.
  
  In terms of the account, it looks like with the releases on our website, it caused a delay in the work on your account, but it looks like the team may not have picked things back up yet.
  
  I have re-addressed this with them and we will make sure to continue the work to restore the purchases to your EMAIL REDACTED. In the mean time, to make up for this hassle and inconvenience, I have issued the account ***** Big Fish Points, which you can use towards any games on the site while we are getting the older purchases added as well.
  
  To assist you in accessing the account, I have also initiated a password reset, you should see a separate email with a link to reset your password on the site and login completely. If you do not receive this email and it hasn't gone to your junk or spam folder though, please let me know and I can help further.
  
  Please note that while your older purchases will not be currently appearing, our team is still working to restore those for you here.
  
  =====================================
  
  We are always happy to help a customer directly.  *** 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.
  

• Initial Complaint

  Date:09/12/2022

  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.

  Ive been playing big fish casino game online for about 12 years now out of nowhere they blocked my account now I pay I know its stupid but I paid to play this game and they blocked my account saying that I requested to be blocked which is not true. They sent me an email and said thank you for contacting customer support were sorry to hear about your circumstances. Please note that we have blocked your account. How do they have the right to do that I never emailed them

  

  Business Response

  Date: 09/15/2022

  We understand that  ************************ has contacted the BBB in regards to her Big Fish Casino account. We are happy to assist her with resolving this issue as quickly as possible.
   
  ************************, 
   
  Please note that we have blocked the account associated with this message from playing Big Fish Casino & Jackpot Magic Slots.
   
  As players worldwide who enjoy our games know, the social casino-style genre is not real world gambling. When players reach out to us indicating problems managing their game play experience, we want to ensure they have the right information and resources to address areas of concern and assist where possible.
   
  We invite you to visit Smart Social Gamers for a variety of useful articles for managing your experience with social games, its a valuable resource.
   
  There are a few additional links to information and options which may be of use to you playing other games, based on the platform you use.
   
  For Our Players on ********:
   
  Using Games & Apps Safely (see section "Blocking or Removing Apps")
   
  You may wish to consider removal of your card from your ******** account to prevent future purchases. To remove your Credit Card from your ******** account:
   
  1) Select the following link: https://secure.facebook.com/settings?tab=payments
   
  2) Under the "Payment Methods" you will see the Credit Card(s) displayed. Select the "Remove" link followed by the "Remove My Card" beside the cards for removal.
   
  3) Select the "Close" link once you have removed the card(s) in question.
   
  For Our Players on iOS Devices:
   
  To disable in-app purchases on iOS, please see this article: Use Restrictions to prevent purchasing on your iPhone, iPad, or iPod touch
   
  You may also consider removing the application from the control panel.
   
  For our players on Android Devices:
   
  To prevent accidental/unwanted purchases in ****** Play through authentication options, please see this article: Require a password or authentication for purchases
   
  Please note that our account blocking system is irreversible - as the block has already been implemented you will no longer be able to access (Big Fish Casino/Jackpot Magic Slots). We will not knowingly allow access to the account going forward using the reasonable technical measures employed to prevent this.
   
  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. You can also reply with the info through this BBB contact. 
   
  We hope that we have resolved **************************** concerns.
   
  Contact Customer Support
  https://bigfishcasino.zendesk.com/hc/en-us/articles/229717908-Contact-Customer-SupportTell us why here...

• Initial Complaint

  Date:09/09/2022

  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.

  On August 2, 2022 Big Fish Games did a complete change to their procedures. Game credits became points. The premise was that any game credits from members would be automatically transferred to points, membership would continue as before. Somehow, my membership or game credits did not make the transfer. I have been a member since 2007 and when I go into the site it tells me I am not a member and have no game points. The worst thing is they are still taking out my membership fees by charging my credit card monthly. I cannot go into the account to cancel or stop the payments. I am incognito to the present setup. I requested a customer service ticket and received a few emails asking me to try this or that and I complied. Nothing worked - I have not heard from the IT since 9/1/2022. When I send him messages asking if he is stil working on my account, there is no reply. I am in a complete standstill and yet, they are still charging me.

  

  Business Response

  Date: 09/15/2022

  We understand that **************** has contacted the BBB in regards to their account missing their membership information. We are happy to assist her 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:
  
  =====================================
  
  We sincerely apologize for the delay.
  
  However, the ********* membership should reflect on your account now, as well as any points you've earned. Ive gone ahead and issued you **** Big Fish Points. You can use these towards getting any purchase on our site!
  
  For step-by-step instructions on using your Big Fish Points, please take a look at the following help article:
  
  Big Fish Points - https://bigfishgames.zendesk.com/hc/en-us/articles/5183020659483-Big-Fish-Points
  
  =====================================
  
  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

  Customer Answer

  Date: 09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/03/2022

  Type:Customer Service 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.

  Big Fish is a membership driven casual games company, operating for over 15 years. I've been a member for ten years and have bought several thousand dollars worth of games in that time. They promise on the web site "the best possible customer service" and while that *** have been an exagerration, they did try to help out and refunded customers if they couldn't.Well, they've redesigned their website and in doing so, made it impossible to play new games, or retrieve older ones already purchased. But they sure do charge for the membership right on time. They have a portal for trying to fix problems (the aforementioned customer service) but for over a month, the responses have been automated. I finally heard from a customer service rep after a month (!) who gave me the usual fixes. Nothing has worked, she's tried other things, stated the fix has been accomplished, etc. But it is exactly as nonfunctional as it has been since the new launch.I'm out several thousand dollars. Hundreds of other members are chatting in groups online and they are also out thousands of dollars. I would like you to investigate them and their charging us for a nonworking site, because ***be that would actually get their attention.I really just want to get back to my games, since they've made being retired a joy. Hope you can help. Thank you.

  

  Business Response

  Date: 09/13/2022

  We understand that ****************** has contacted the BBB in regards to not being able to access her games. We are happy to assist her/him 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:
  
  =====================================
  
  In terms of the Game Manager, I did want to let you know that there was a fix for the issues that you've been seeing that was released yesterday. This fix should not only allow you to download games from your Purchase History, but you should now also be able to access the Purchase History within the Game Manager to install them as well, which will hopefully get around the remaining activation issue that you're seeing.
  
  =====================================
  
  We are always happy to help a customer directly.  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

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17916541
  
  I am rejecting this response because:
  They have been saying for two weeks that the issue is fixed. I have been trying repeatedly to contact them. A **** ******* did respond with some fixes to try but as I told them, they did not work. I have tried again just two hours ago to access my account and encountered the EXACT SAME PROBLEM. There is no fix!  The last response from you over ten days ago (with ******) said if I had problems still to just let you know. I did. And then radio silence. I just want to access my stock I purchased. And Ive read in a forum that many other customers are experiencing the exact same problem. So Im not a lone crabby voice in the wilderness. Please, please fix your game manger. Or refund me for the games I cannot access anymore. Thank you.  And thank you to the BBB for trying to assist me here. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/28/2022

  We understand that ****************** has further trouble with the account and games. We are happy to assist her 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:
  =====================================
   
   
  Since you're still seeing errors with these games in the Game Manager, it might help to try completely uninstalling them here, and then reinstall them directly from the Purchase History of the Game Manager.
  
  It's hopeful that this should work here for you now, but please let me know if you are still seeing trouble from there and I'll be more than happy to help in any way that I can.
  
  =====================================

  Customer Answer

  Date: 10/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  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.

  Fire kiren scams stealing money from me and other people needs to be stopped.

  

  Business Response

  Date: 09/07/2022

  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:08/29/2022

  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.

  Beginning on 8/2/22 Customer since 2009, casual ********************** only (no betting or "free to play")On 8/2/22, Big Fish Games installed a revamp of their website. They have done an excellent job of upgrading their search engine, and the new points system has worked well for me. Bravo. But that was coming on to 3 weeks ago. Their CS is overwhelmed with complaints, so no answers from BFG.1. On 8/2/22 I lost access to my game library; that's ***** games.2. Last week I lost access to my entire account; all account links come back as a 502 re-direct, which is a server error on their end. "Normally, the problem is on the website itself, and there's nothing you can do." I'm a researcher and can attest that theirs is the only website that is exhibiting the problem.3. Last week the shopping cart stopped working - we cannot buy any games.4. The Game Manager has been on the blink for I don't know how long for any member who has more than 400 or 500 games. Not sure at what point it stops working properly, but years of complaints have been filed with CS.5. Their site cannot be accessed without accepting their agreement, even if we are already signed in and closed the site for a moment then re-opened it. It's a ***** thing, but annoying.6. Their advertising states, and has done so from the get-go and to this day [screenshots available], that the games we buy are ours to play forever. The agreement/terms and conditions statement does not address the issue at all; in fact, it does not acknowledge any responsibility of any kind on their end that I have noticed.There's more, but the above will do for now and besides, I'm too tired and frustrated to continue.All I ask is that they let us know WHAT IS GOING ON and that they FIX THE PROBLEMS.

  

  Business Response

  Date: 09/07/2022

  We understand that ****************** has contacted the BBB in regards to not being able to access her account or games. We are happy to assist her 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:
  =====================================
   
  Our teams are currently aware of the issues that you are seeing, and are working to rectify the problem as soon as possible. Customer Support is not made aware of details or timelines for any potential fixes, but we appreciate your patience as we continue to work to provide the best possible experience for you.
  
  =====================================
   
  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

  Customer Answer

  Date: 09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2022

  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 been purchasing downloadable games from Big Fish Games for at least 15 years (I would be mroe specific, but as noted below, my account details are no longer available to me). Big Fish Games recently "upgraded" its website. On August 30, I purchased two games as part of a buy one / get one free offer. I could play the trial version of each, but the full version will not download. I have attempted to reach customer service via the website's link, through ******** and through ********* I have received only one communcation in return that suggested I clear my computer's cache and let them know if it did not work. It did not work, but there has been no response from them since I advised them of that fact. The credit card company through which I purchased the games has refunded my money, so that's not the problem. The problem is that over this past weekend I was charged another $7.48 for my monthly subscription -- a monthly subscription for games I cannot play. The invoice indicated that I could cancel my membership at any time by accessing my online account. However, when I attempt to access the account, I'm sent to a page that ultimately results in a "50 Bad Gateway" error. There is no telephone number to call for assistance and my multiple attempts to resolve this issue have met with silence. From reading other consumer complaints on the Big Fish Games website and on its ******** page, others are having this problem. And they too are met with silence. Not a good look for an online only business.

  

  Business Response

  Date: 09/07/2022

  We understand that ************************** has contacted the BBB in regards to not being able to activate her games. We are happy to assist her 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 understand that you have trouble activating your games that were purchased during the **** offer. Let me check and assist you.
  
  Were aware of a bug that causes game activations to fail after purchasing it outright from the website. The team is working on a fix. In the meantime, you can avoid this issue by downloading the trial first and then purchasing while in the Game Manager.
  
  If you have purchased a game that did not activate, please see the following help articles for more steps on how to activate the game:
  
  General Game Activation Help - https://bigfishgames.zendesk.com/hc/en-us/articles/8221382158235
  Refreshing the Game Manager - https://bigfishgames.zendesk.com/hc/en-us/articles/7841365302171-Refreshing-the-Game-Manager
  Purchased Game is Still in Trial Mode - https://bigfishgames.zendesk.com/hc/en-us/articles/230298388
  
  Please feel free to reply back to this email if the issue persists and we can certainly check 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

  Customer Answer

  Date: 09/07/2022

  
  Complaint: 17789872
  
  The status of my complaint has changed dramatically.  But Big Fish Games has not resolved the underlying problem.  It has responded to exactly one of my complaints and ONLY after being contacted by BBB.  However, because the website is so broken, I was able to finally download and install the games.  But this was AFTER I had asked for and received a refund from PayPal.  So, in essence, I downloaded games that I had not actually purchased.  I sent another "complaint" to Big Fish Games brining this to their attention and asking to reimburse them for the actual cost of the games.  But I have, of course, received no response to that "complaint".

  It's a lost cause.  I hope it will eventually get the website straightened out.  I don't  need the Better Business Bureau to take further action other than to forward this response to the business.  You actually seem to get their attention, whereas I cannot.

  Thank you.

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

• Initial Complaint

  Date:08/27/2022

  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.

  Fish Hub Orionstar online games has been deceitful taking money from customers to join their platform misleading information for each customer's sign up enrollment and after the bate when it's time for customers who have loaded fund to the platform in which Fish Hub is presenting the company does not follow obligations that's promised to each customer after join playing ********************** and when it's time for redemption Fish Hub then states to customers about a bogus promo which never stated during entital sign up enrollment requirements it simple portrays to customers once loading and reloading customers games that if customer has won prizes that's always supposed to be redeemed each load if customer has accomplished gaming requirements (wins) customers are to show validate proof of screen shot to the game in which is due for redemption once customers do so the customer's are told to play ********************** due to daily promos that are never advertised by Fish Hub Just something they say to steal more money from the customer's making them believe that the cash out prizes are based upon these bogus promotions they in fact DO DON'T even promote only when confronted by paying customers beliefs to gain their winnings in fact Fish Hub tells customers since promos are played daily then they are voiding all winnings accomplished from the customer's winnings after they have stolen mislead and have no business doing business let alone representing a big known Franchise like Orionstar gaming it looks bad for that Franchise period... FISH HUB ORIONSTAR HAS NO BUSINESS CONDUCTING BUSINESS AT ALL THIEVES!

  

  Business Response

  Date: 08/29/2022

  We understand that  **************** has contacted the BBB in regard to FISH HUB ORIONSTAR. 
  
  ****************, 
  
  You have contacted Big Fish Games and the game you are referring to is not affiliated with our website. Please make sure to contact their age developers directly in order to get the situation resolved.
  
  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.

• Initial Complaint

  Date:08/20/2022

  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.

  On August 2, 2022, Big Fish Games created a new website and I am no longer able to access any of my purchased games. I have made several attempts to contact Big ********************* & nearly 3 weeks have passed without a single response.I am one of the unfortunate customers who is a victim of the well-known Game Manager glitch that occurs when you purchase more than **** games from Big Fish Games. Those of us with this glitch have to use a workaround to download our purchased games, this glitch has been unresolved for nearly 10 years, that I know of, & has never been resolved by Big Fish Games. The new website has been a disaster, especially for those of us with this Game Manager glitch! The workaround that had worked in the past no longer works, therefore I haven't been able to access any of my purchased games since they implemented the new website. There is a new tab named "My Downloads" which has a red-label warning that says "unable to retrieve archive game library, try again" I have been trying for 3 weeks! Big Fish is denying me access to my games, and they don't have the courtesy to respond to my cries for help with my account. They never reply to CS tickets, therefore I am requesting a full refund of my entire library at Big Fish Games...Enough is enough!

  

  Business Response

  Date: 08/27/2022

  We understand that ****************** has contacted the BBB in regards to being unable to access purchase games. We are happy to assist her 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:
  
  Firstly, we definitely want to keep helping out by providing links for any games that you are no longer able to access here ****** and I'm certainly sorry if any of your emails with this were not responded to. While I was unable to locate any in our system here, if you are missing games still, please let me know and I can provide more links as needed.
  
  In terms of the activation errors that you're seeing here, this is something that our teams are aware of for the customers that have the Game Manager glitch you're encountering. Our teams are currently working on this issue specifically in regards to that glitch, and we hope there may be some progress in the future.
  
  In the meantime, we can try a different method for you to activate any games.
  
  Download the trial of the game you are wanting to activate.
  Install the game.
  Open and then close the trial game.
  When you close the trial, the Game Manager will flash and display a screen with your remaining time. At the bottom is a REACTIVATE IT link which we can click.
  The Game Manager should now install the full game it may look as though it is installing multiple times.
  
  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

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17746718
  
  I am rejecting this response because:

  I did indeed receive a response from ***, just shy of 1 month from submitting my first CS ticket. Big Fish initiated a new point system and website platform on August 2, 2022. Since this date, I have been unable to purchase new games or download any of my purchased games, so waiting nearly a month to respond to a valued member begging for help seems unfathomable to me.
  
  
  As I stated to *** in his response, I can't "reactivate" most of my games with the method provided because most of the games have no demo time remaining, therefore, I can't open a game once the trial period has ended. 
  
  He gave me yet another workaround suggestion:
  Open the Windows start menu.
   
  Go to File Explorer.
  Open This PC then Local Disk (C:) and finally Program Files (x86).
  Locate the folder designated by your games title.
  In the games folder, select View at the top, and then check the box for Hidden Items.
  You should see a slightly greyed-out icon for the game, double-click this, which should open the Game Manager to the reactivate page.
  
  As I explained to the BBB on my original complaint, I have had to jump through hoops for several YEARS because Big Fish has been unable, or unwilling to fix the glitch. Now I am being asked to do yet another complicated method just to access previously purchased games? Do they not realize that this is just another punishment for those of us with the **** Game Manager ******...a glitch encountered when you make the mistake of buying too many games from Big Fish, for being loyal?
  
  As I explained to ***, I would be willing to wait for a fix if they gave me ANY indication that this was possible. Instead, I get broad statements such as this:
  
  In terms of the activation errors that you're seeing here, this is something that our teams are aware of for the customers that have the Game Manager glitch you're encountering. Our teams are currently working on this issue specifically in regards to that glitch, and we hope there may be some progress in the future.
  
  This glitch has been affecting customers for 10+ years without a single "fix" The glitch is now exponentially worse and the best response is "we hope there may be some progress in the future"???
  
  They are not even addressing the issue that NEW games offered by BF cannot be purchased because the cart just shows a spinning wheel for hours until I give up. However, they don't seem to have any issues collecting the monthly membership fees!
  
  Unless Big Fish can guarantee me that this game manager glitch will be fixed 100% within a reasonable time frame, (and state what that time frame will be) and they fix the new game purchase glitch immediately, then I don't think it's unreasonable to ask for a refund for my purchased games. I was never made aware that this glitch would occur, and I certainly was not made aware that they would change their entire website platform which would cause yet another series of unresolved issues.
  
  Please note that my original BBB complaint was initiated when I was unable to get a response from Big Fish within a month after my account was hacked and I was unable to access my games (April 2021) Here we are in August 2022 and once again I was unable to get a response from BF CS for nearly a month with no access to my games again!
  
  Sincerely,
  
  ***************************