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:12/30/2024

  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 reaching out because I have been spending a lot of money on Jackpot Magic Slots. I spend hundreds a week and when it comes time to receive my weekly VIP bonus it's so minimal. I don't understand why. I frequently purchase my piggy bank multiple times a week at $49.99 each time as well as other purchases of coins. I don't think what I'm receiving is adequate. Please look at my account and find out what is going on. Look at all my purchases. I purchase my piggy bank back to back in a regular basis. It's not free money, it's not fake money but real cash for virtual coins. Some weeks I only get 16 million coins after I may have very well spent $300 that week buying my piggy banks. Every week I'm spending good money. I should be receiving a higher weekly VIP. It's bad enough that the games don't pay out like they should. I go through billions of coins without a single hit or bonus game. If I try to contact customer service I immediately receive an automated response so what's the point. For a player that spends as much money as I do, my weekly boost should be more. Something needs to change. Please just take a look at my account and let me know why I'm seeing so little. Thank you My friend code is (********)

  

  Business Response

  Date: 01/08/2025

  We understand that Ms. ********* contacted the BBB in regards to her Exclusive VIP Credit. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *********, 
  
  Please be advised that our system automatically credits you virtual coins based on a proprietary formula that takes several criteria into account.
  
  Customer Support isnt directly involved with calculating that boost, so I dont have access to specific information about it, but we abide by the amount our system calculate.
  
  We are always happy to help a customer directly. Ms. *********, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Ms. ********** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22748847
  
  I am rejecting this response because I spend a lot of money as well as others do and I know I should receive more for my VIP weekly boost. Last month alone I purchased my piggy bank 16 times. That's $49.99 x 16 which equals $800.00 alone and that doesn't include all the times I purchased additional coin packages. Look at my account. See all my purchases, there's no way you can justify that one week I only received 16 million for my VIP and the next week 600 million after spending all that money. That doesn't make any sense whatsoever. I do not accept the response I received. If you want to blame it on your computer,then it needs a haul over because that's unacceptable. There are members getting billions each week and I'm only getting the bare minimum. I play daily and support this app daily. If I had of known this is how some VIP are treated, I would have never signed up for it. I have screenshots to prove all I spend. I couldn't add more than 5 screenshots but I have plenty. You have access to my account and can see every time I purchase coins and my piggy bank. It doesn't seem right or fair. So no, I will not respond back to the email you sent me. It's a copy and paste email that doesn't do anything to help me. You pick and choose which VIP you want to help and that's favoritism. It should be based on how much money you spend.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/27/2024

  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.

  On 12/27/2024 I was playing this app. I had previously purchased right before and all of a sudden the access to the game had been removed and they have taken my account away. I have not received any response to my multiple emails and was not able to utilize the money that I had spent. Im trying to figure out why my access was removed

  

  Business Response

  Date: 01/06/2025

  We understand that Ms. Newtonsauve has contacted the BBB in regards to being unable to access her account on **********. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. Newtonsauve, 
  
  Please be informed that your JMS account ******** passed a security check and was unbanned on 2024-12-29 at 06:18:24 PST.
  
  Thank you for your patience with resolving this and do not hesitate to contact us if you have any questions or concerns related to your account.
  
  We are always happy to help a customer directly. Ms. Newtonsauve, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Ms. ************ concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/21/2025

   This issue has occurred again 

  

  Business Response

  Date: 04/25/2025

  We understand that Ms. *********** has contacted the BBB in regards to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ***********, 
  
  We would like to let you know that your account has now been unlocked and you should be able to access it without any troubles. Please let us know should this not be the case.
   
  We also want to apologize for any inconvenience caused. However, we want to reassure you we are taking the well-being of our players extremely seriously and we want to ensure they have the right information and resources to address areas of concern and assist where possible. For this reason, we would like to encourage you to please visit the following page and get familiar with our articles: **********************************************************************
  
  We are always happy to help a customer directly. Ms. ***********, you are always welcome to contact Big Fish Games for any account, ********************** 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.
  
  We have also emailed you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. ***********s concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:12/27/2024

  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.

  Big Fish Games has a game called "Cooking Craze" that is clearly aimed at children. This is not a "game." They manipulate the **** to make sure that you lose when they want you to lose, the game glitches to make you lose, or you miraculously win despite X,Y,Z.This isn't a game, it's a scam. The *** needs to be made aware of "pay-to-win" games like this that aren't games in the first place. In a game, things are set and random. The game doesn't fail to count actions in order to make you lose a level or force you to buy something to move forward. And while adults can clearly see through this, children cannot.These are the types of games responsible for children developing addictions early on in life and of course responsible for clearing out their parents wallet on a scam. While gambling sites have to basically make you aware that you're an idiot, these gaming sites do not. Not only are games like this holding back gaming decades, they're also now turning into outright scams. There were four straight levels where I lost by 10 coins a piece. These were levels I'd beaten by 50 coins or more dozens of times (the fact that the game is a grind is bad enough, but heading into scam territory).Upgrades don't actually help because of course those don't cost actual money. They also 'accidentally' erased thousands of players progress just a few months ago.If ever there was a pay-to-play scam, this is it. There's cheating on a huge level at the developer stage. Stay away from this game and this company.

  

  Business Response

  Date: 01/08/2025

  We understand that  Mr ***** has contacted the BBB in regards to XXXISSUEXXX. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr ******  
  
  I would like to humbly apologize for the dissatisfying services that you have received from us. We aim to please our customers at all times as they are our number one priority. Please accept my deepest apologies for any frustrations you have encountered with gameplay, especially with regard to difficulty levels and point calculations. We strive to create a fun and fair environment for all players, and your concerns are important to us. Would you mind providing us with some additional information so we may better understand your concerns? In particular, I would like to know:
  
  - The specific level(s) or upgrades where you have observed issues.
  -The device and operating system you are using.
  -Any additional screenshots or details that may demonstrate the issue.
  
  Having experienced disappointment when a game does not meet your expectations, we truly appreciate your time and insight. Please be assured that we will rectify any technical errors you may experience as long as you provide us with sufficient information to investigate the issue. 
  
  We are always happy to help a customer directly. Mr ****** you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.   If you reply through that message or the link below we can quickly work together to provide us with additional information for any technical issue you have faced.  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 Smiths concerns with the game play issues. .
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:12/25/2024

  Type:Order 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.

  A glitch in the VIP Lucky Stripes Bingo game on BFC caused me to lose over 10 billion chips. Even with photographic proof, Big Fish refused to replace all the chips. Also, they keep promising to send complaints for further review but then ignore me for weeks at a time. There are also other complaint tickets (6278060/6162465/etc) that they've been ignoring.

  

  Business Response

  Date: 02/14/2025

  We understand that  Ms. ****** has contacted the BBB in regards to the technical glitch encountered in one of our games. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******* 
  
  We sincerely apologize for the delay in our response and for any inconvenience caused by the technical issue you encountered in the game.
  
  Our development team has since resolved this issue, and it should no longer occur. However, if you experience this or any other issue, please provide a description of the situation, along with the date, time of occurrence, and a screenshot if possible. This will help us address your case promptly.
  
  We have credited your account with the missing virtual items, along with an additional amount as a gesture of goodwill. You should see this reflected the next time you log into the game.
  
  Additionally, please review our email correspondence for details regarding your second request related to the arbitration process.
  
  We are always happy to help a customer directly.  Ms. ******* you are always welcome to contact Big Fish Games for any account, ********************** 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. 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 technical glitch situation.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 02/26/2025

  ***,

   

  I am myself disappointed that I had to complain to the BBB, but I felt that over six months of unresolved multiple correspondences to *** was more than enough due diligence on my part. I decided a complaint to the BBB to resolve both issues was a fair next step to take. I do appreciate that you did resolve the issues fairly afterwards. In the future, I do hope any glitches or other issues are taken care of directly through the *** support system in a timely manner so the BBB isnt needed.

• Initial Complaint

  Date:12/20/2024

  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 am writing to formally appeal the decision to ban my account on Jackpot Magic Slots. I understand that the Trust and Safety Team has identified unusual activity that they believe violates the Terms of Use, leading to this action. However, I firmly believe that this decision was made in error, and I would like to provide additional context to support my ******* friend code is: ******** Health-Related Inactivity: I have been hospitalized recently, which significantly limited my ability to access and play the game. This period of inactivity may have been misinterpreted as unusual activity. I can provide medical documentation to verify my hospitalization during the time in question.Adherence to Terms of Use: I have thoroughly reviewed the Terms of Use and am confident that I have not engaged in any activities that would constitute a violation. I have always strived to comply with all game rules and guidelines.Request for Specific Information: To better understand the situation and address any concerns, I kindly request detailed information regarding the specific activities that were deemed unusual or in violation of the Terms of Use. This information will help me provide any necessary clarifications or evidence to support my case.Precedent of Account Restoration: I am aware of instances where other players, upon providing sufficient evidence and clarification, have had their accounts reinstated or their game progress transferred to a new account. I respectfully request that my case be reconsidered in light of this precedent.I understand the seriousness of this matter and assure you that I am more than willing to cooperate fully to resolve any misunderstandings. I kindly request that you reconsider the decision to ban my account or, alternatively, facilitate the transfer of my game progress and chips to a new account, as has been done in similar cases.

  

  Business Response

  Date: 12/25/2024

  We understand that Mr. ******* has contacted the BBB in regards to the banned account. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ******** 
  
  We are genuinely sorry that your account was banned. The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Customer Support doesn't have access to the full investigation of this but we can say for sure that the account "inactivity" is not considered as a "suspicious activity". Unfortunately, there is nothing much we can do about this as the decision of the Trust and Safety Team is final and not a subject for dispute. 
  
  Additionally, it's impossible to transfer virtual coins or progress to a new account and we never had such precedents before. We afraid, you have to start a new account from scratch. Id also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future:
  
  ************************************************
  
  We are always happy to help a customer directly.  Mr. ******** you are always welcome to contact Big Fish Games for any account, ********************** 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 Mr. ******** concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22714696
  
  I am rejecting this response because:

  I must express my dissatisfaction with the resolution provided. The suggestion to start a new account from scratch, forfeiting all previous progress and virtual currency, is both disheartening and unacceptable.

  
  The decision to ban my account without providing specific reasons or evidence undermines trust. As a dedicated user, I believe I deserve a clear explanation for such actions.
  Stating that the Trust and Safety Team's decisions are final and not open to dispute leaves users without any recourse. This approach lacks fairness and does not consider the possibility of errors or misunderstandings.
  The assertion that transferring virtual coins or progress to a new account is impossible is concerning. Many platforms offer account recovery or data transfer options to ensure users do not lose their investments.
  Request:
  I kindly request a thorough review of my account status, including:
  A detailed explanation of the specific reasons leading to the ban.
  Reconsideration of the decision, especially if it was based on a misunderstanding or error.
  Exploration of possible solutions to restore my account or at least recover my progress and virtual currency.
  I have been a loyal user and have adhered to the Terms of Service. If there were any inadvertent violations, I am more than willing to rectify them to reinstate my account.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 01/15/2025

  We understand that Mr. ******* has contacted the BBB in regards to the banned account. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ********
  
  After taking a look into your account, our Trust and Safety team saw some unusual activity which violates our Terms of Use?and due to this activity, the account has been banned. Since the Trust and Safety team is a separate entity from Customer Support, we are unable to discuss or comment on any decision they have made. Customer Support doesn't have access to the full investigation of the case, so we must comply with it. I have a link to our Terms of Use below:
  
  ************************************************
  
  We are always happy to help a customer directly. Mr. ******** you are always welcome to contact Big Fish Games for any account, ********************** app or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Mr. ******** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22714696
  
  I am rejecting this response because:
  You may trust their decision but I am sure I can clear up any confusion. Please state what I did wrong that violated your terms of use. 
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 01/23/2025

  The account has been created for the purpose of generating virtual coins and exploiting our games. Selling virtual chips by an unauthorized individual is violating our terms of use, therefore,led to a permanent account ban.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22714696
  
  I am rejecting this response because: I am writing to formally appeal the permanent ban imposed on my account due to allegations of generating virtual coins and exploiting games, as well as unauthorized selling of virtual chips. I want to clarify that I have never engaged in such activities and believe this action may be based on a misunderstanding or incorrect information.
  
  I have always adhered to the game's terms of use and have not participated in generating virtual coins through exploitation or selling virtual chips. My gameplay has been within the boundaries set by the game's guidelines.
  If any unauthorized activities were detected from my account, it is possible that my account security was compromised without my knowledge. I am willing to cooperate fully to investigate any such breach.
  Commitment to Compliance: I am committed to following the game's terms of use and maintaining a fair gaming environment. I am open to any guidance or measures to ensure compliance and prevent any future misunderstandings.
  
  I kindly request a thorough review of my account activities and the evidence leading to this ban. If any violations are found, I am eager to understand them and take corrective actions. I also request information on steps to secure my account against potential unauthorized access.
  Thank you for considering my appeal. I look forward to your response and hope for a resolution that allows me to continue participating in the game.
  Sincerely,
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/17/2024

  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 on the Credit Reward Program for 2 weeks. Friend code ********. I am tier 10 and buy regularly. I was promised great compensation. I only get 19m. 2 times 19m to date and I bought my Piggy several times. I have already written to Big Fish and I am told that it is not their responsibility. No one can answer my questions. I wonder why some of my friends receive several Bilions for being lower than me in tier and buying less. Nothing is clear about the requirements. I claim the big compensation promised by e-mail.

  

  Business Response

  Date: 12/19/2024

  We understand that Ms. ***** has contacted the BBB in regards to the amount of her Exclusive VIP Credit. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******
  
  Our system will automatically credit you virtual coins based on a proprietary formula that takes several criteria into account. Customer Support isnt directly involved with calculating that boost, so I dont have access to specific information about it, but we abide by the amount our system calculates.
  
  We are always happy to help a customer directly. Ms. ****** you are always welcome to contact Big Fish Games for any account, ********************** app or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. ****** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:12/13/2024

  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 play virtual slots game called Jackpot Magic Slots which is a part of Big Fish Games. On December 02, 2024 8:00pm CST I won a major jackpot in basket bounty it paid 4.9 quadrillion coins. On Friday December 6, 2024 at 3:47pm the coins were removed from my account I contacted customer support and on December 6, 2024. The first response said they forwarded my request for review. The second email I received said there was a system error and that is why the coins were removed. I sent screenshots of the jackpot and asked what type of system error they were referring to that I won the jackpot and I dont understand how they can take the coins away. They said the developers removed the chips that were accidentally added by the system. They didnt add the chips I won a jackpot I have spent a ton of money on their app over the last 5 years. I dont think this is fair or legal. I cant get a refund if I dont win or the app glitches when I purchase coins how can they take away coins I won? They have done nothing to resolve my issue only saying there was a system error. To purchase chips on the app I can buy 8.2b for $100.00. So to purchase the amount of coins I won would cost 59 million dollars. I would like my 4.8 quadrillion coins they took away and/or financial compensation. I dont go to a real casino and they take away my jackpot I dont see how it legal for an online casino to do this. I purchase chips with real money that has no value other than play in their app. When I win chips how can they remove them from my account? My friend code is ******** I have additional screenshots but the system says the image is to large can provide via email

  Customer Answer

  Date: 12/18/2024

  I have these screenshots of the jackpot I won as well I could not get them to upload with my original complaint 

  

  Business Response

  Date: 12/19/2024

  We understand that Ms. ******* has contacted the BBB in regards to major jackpot hit in Basket Bounty VIP slot on the 2nd of December. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******** 
  
  Please be informed we encountered a technical issue in the game that unintentionally credited players with an incorrect amount of virtual coins. Unfortunately, as this was not the intended gameplay, we needed to adjust the balances to align with the standard game mechanics. Please note that the balance was adjusted based on the amount players had before winning the jackpot to make it fair for everyone.
  
  We understand that this may be disappointing, and we sincerely apologize for any inconvenience this has caused. Our team has already addressed the root cause of this issue to prevent it from happening again in the future.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  We are always happy to help a customer directly. Ms. ******** you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Ms. ******** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22684209
  
  I am rejecting this response because:
  *****, 
  I did contact jackpot Magic slots directly at first however all they said was a technical error with no explanation. It is very disappointing and frustrating to win this huge amount of coins then 3 days later they disappear. I have spent roughly 60k dollars on coins over the last 6 years because I enjoy the game. It was extremely exciting to be able to play and enjoy the game without going broke after a couple hours. I have never been able to get a refund if the app messes up and I lose saved progress or it glitches and spins the same spin over and over. I am just told by support its a connection issue. Which is not the case, most of the time it is technical issues with the app. I do not feel ********************************************************************************************************************************************* You all could have left us with 200 or 300 trillion a loseable amount of coins that we could still enjoy and have fun with. When you have been able to 20 billion bet for days then you get left with 29 billion there is no fun or enjoyment at all.

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

• Initial Complaint

  Date:12/09/2024

  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 12-2-24 at 8:04 pm i hit a jackpot on jackpot magic slots for *******************. Sometime on Friday big fish took all my coins. Ive spent a lot of money on that app over the years of playing. Well over $95,000. Im upset that they took my coins. I feel as though they did it on purpose because obviously I wouldnt be spending for a bit and they would be missing out on $1000s for the month. I want my coins back please. I do realize I was spinning from 12-2 to 12-6 but I was not even close to being broke on the game. I had well over 500trillion.

  

  Business Response

  Date: 12/10/2024

  We understand that Ms ****** has contacted the BBB in regards to the removal of her virtual coins. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *******
  
  At the start, we would like to apologize for the situation with your in-game balance. We understand your confusion about this matter. To give you some context, we ran into a technical problem that resulted in unintentionally crediting players with incorrect amounts of virtual coins. Unfortunately, as this was not the intended gameplay, we had to adjust the balances to align with the standard game mechanics. Mentioned adjustments were made based on the quantity of coins players had before winning the jackpot to make it fair for everyone. We have also provided a significant amount of virtual coins on top of the starting in-game balance as our way to make up for the whole situation.
  
  We do understand that this is not what you expected when winning the jackpot, and once more we want to sincerely apologize for any inconvenience caused by this. We also want to let you know that our team has already addressed the root cause of this issue to prevent it from happening again in the future.
  
  We are always happy to help a customer directly. Ms ******* you are always welcome to contact Big Fish Games for any account, ********************** 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. 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 virtual coin balance adjustments.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22660784
  
  I am rejecting this response because: How is this my problem that you ran into technical issues? So because of your error Im being robbed of my coins. I spend almost 100k on your game and I cant even get 5-10% back of what you stole. How would you feel in my place? ***** on your greedy company. You just want me to spend more. Godforbid I go a few weeks and not spend.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/08/2024

  Type:Order 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.

  Security key withheld for paid games on a regular basis

  

  Business Response

  Date: 12/20/2024

  We understand that  Ms ********* has contacted the BBB in regards to the games requesting for security keys. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms **********  

  Please note that on the 17th of December 2024, we sent through a list of security key's that are required for your games. Kindly refer to your emails where you will be able to locate these keys and access your games as you wish. 
  
  We are always happy to help a customer directly. Ms ********** you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.   If you reply through that message or the link below we can quickly work together to provide you with the security keys you need in order to gain access into your games.  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 your security key request.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22657350
  
  I am rejecting this response because: They certainly sent me keys but they are the wrong format. Since this exact problem occurred and I notified them of it on Aug 7th, I cannot say that this was a disingenuous response from them. I made clear the type of key required which has a box with a name of letters and a box directly below that that then requires numbers. What they sent me does absolutely nothing in making the games work. I have been with this company since 2008 buying and playing games and have bought over 300 of them. These are the only games that are giving me any problem consistently that I cannot resolve on my own. The lack of appreciation for loyal customers and lengthy response/resolution times coupled with the attitude of the service team member **** have been most disturbing to me. this started before Thanksgiving and this is Christmas Eve for goodness sake! I consider that to be EXTREMELY poor support from ANY provider/business. As I made quite clear what I needed, and it has been ignored and unresolved, I have no choice but to continue this case to resolution. 
  
  Sincerely,
  
  Emerald *********

  

  Business Response

  Date: 01/22/2025

  We understand that Ms ********* has contacted the BBB in regards to getting access to her games. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *********,  
  
  I perfectly understand your frustrations during this time as you have not received the expected resolution. I would like to request for a screenshot of each game that you are unable to access after entering the security key ensuring the error is visible in the screenshot provided. We will then be able to take the matter further. 
  
  We are always happy to help a customer directly.  Ms Robertson , you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.   If you reply through that message or the link below we can quickly work together to ensure that we receive the screenshots so we can be able to issue a refund.  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 getting access to her games.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22657350
  
  I am rejecting this response because: I am visually impaired and cannot do a screen shot due to this problem. As it only happens on the laptop, I cannot do it. Mysteriously, it has never happened on my desktop with 55" screen as I would be able to see to do a screenshot if it did. the smaller screen of the laptop allows me to follow motion and color and therefore play this particular set of games and only them on my laptop which is why I am so upset about it. I explained this all that that despicable *** ****** and got no understanding or resolution which I am sure the Americans With Disabilities Act MORE than covers under reasonable accommodation.  I have tried going to ********* support to try and do this but my assistive devices do not allow me to complete this solution. I live very rurally and cannot get in ****** help for this as I have explained to BF already. Since this is the exact same problem I had before, I KNOW BF can help me with it if they truly want to do so. When it happened before, I was able to get the remedy within a week with no problem and no screen shot.  I have already written to BF, yet again, and perfectly described the box that pops up ad what it is requiring. It is the same box and same required code for all of the incredible Dracula games. I have tried uninstalling and reinstalling several different ways. If you read through the attachment, you will see that I supplied the proper info but this *** ******* for some reason, is stubbornly NOT connecting with the higher techs who are the only ones who can resolve this as well as the fact that the codes needed by example of the copy of the old email, as opposed to the nonsense sent to me by this KIA ****** are NOT the same nor correct info I need for the games. I have taken this even further by contacting the new parent company that bought ** which is located in ********* in an attempt to try and get a fair resolution but have not heard back from them. I let BF know this was the improper code and they have STILL not responded back. That they would try to say that they have even attempted to do the right thing only makes me angry at the dissemination being practiced by this *** ****** as that is the only one that ever contacts me. I feel that if anyone can reach beyond them, we might actually  have a chance of resolution here.
  
  Sincerely,
  
  Emerald *********

  Customer Answer

  Date: 02/04/2025

  Is anyone going to do ANYTHING regarding this unresolved complaint? I would like to know as if not I need to contact my attorney and start proceedings.

• Initial Complaint

  Date:12/07/2024

  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 big amount of money and in the game same as other players and all of a sudden they just took it away without a notice or anything if they have problems with their company and issues what did i do wrong i have won fairly and i need my chips back and my game id is ******** i had won 15 quadrillion and they just took it away !

  

  Business Response

  Date: 12/09/2024

  We understand that Mr. ****** has contacted the BBB in regards to the adjustment of your virtual coins balance. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. *******
  
  To begin with, we would like to offer our apologies for the situation with your in-game balance. To clarify the situation, we encountered a technical issue in the game that unintentionally credited players with an incorrect amount of virtual coins. Unfortunately, as this was not the intended gameplay, we needed to adjust the balances to align with the standard game mechanics. Please note that the balance was adjusted based on the amount players had before winning the jackpot to make it fair for everyone. Additionally, a generous amount of virtual coins was added on top of the starting in-game balance as compensation for this situation.

  We understand that this may be disappointing, and we sincerely apologize for any inconvenience this has caused. Our team has already addressed the root cause of this issue to prevent it from happening again in the future.
  
  We are always happy to help a customer directly. Mr. ******* you are always welcome to contact Big Fish Games for any account, ********************** app, or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to investigate the problem. 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 about adjustments to their virtual coins balance.
  
  Contact Customer Support
  ***********************************************************************************************