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.

close

Find a Location

Big Fish Games, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company charge me $49.99 twice, bank account indicating charges were made on Dec 4, 2024. I nor my wife played this game or made any purchases past the 2nd of Dec and 29th of Nov, which had already cleared my bank account. Their accounting of gaming chips and charges is incorrect, and we have been double charged amounting to $99.98 total. They refuse to see this even though we has sent bank account screenshots, and Apple Purchase histories from our phones. The final bank shot shows the actual purchase clearance dates from my bank.

  

  Business Response

  Date: 12/09/2024

  We understand that Mr. ***** has contacted the BBB in regards to unrequested credit card charges. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ******
  
  We are sorry to hear about the charges you do not recognize, nor were credited for in the game. Based on the provided screenshots, it appears that you are making your purchases through *****. Please be advised that since all your purchases are going through ****** we have no ability to issue any charges as we do not have your payment information.
  
  In addition to that, we would like to inform you that we can not see any purchases in our system made through your accounts after December 2nd. Since the unrecognized charges on your credit card seem to have been issued by ***** and do not appear to be made for our games, we want to recommend contacting ***** directly as they should be able to share more information about those undefined charges and help with a potential refund.
  
  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 unrecognized charges.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:11/13/2024

  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.

  GUYS, 1st of all kindness is what I'm about questioning my amount compared to others isn't unkind. HERE WE ARE AGAIN ROBBED OF MY CORRECT BONUS FOR MY LEVEL AND TIER TOTALLY UNFAIR AND UNJUSTIFIED!!! AGAIN 1 HOUR AND 18 BILLION GONE! YET AGAIN I WILL QUESTION THE UNFAIRNESS IN MY BONUS THAT YOU MANUALLY ADD 18 BILLION WHEN MY CLUB FRIENDS LOWER LEVEL THAN ME ARE RECIEVING IN EXCESS OF 400 BILLION THIS IS UNFAIR I WOULD LIKE MY VIP BONUS UPPING TO WHAT IT SHOULD BE FOR MY LEVEL WHICH IS AROUND 500 BILLION WHY ARE YOU FOBBING ME OFF THAT I RECIEVE MAX FOR MY LEVEL WHICH IS CLEARLY A BLATENT LIE YOU OWE ME CHIPS ATLEAST 5.4 BILLION PER DAY FOR MY LEVEL AND TIER SO IM OWED 20 BILLION MINIMUM

  

  Business Response

  Date: 11/28/2024

  We understand that Ms ***** has contacted the BBB in regards to the amount of provided complimentary boosts of virtual currency. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms ******
  
  We are sorry to hear about your confusion regarding the difference between the amount of complimentary virtual currency provided to you and other players. Please be advised that this is based on a proprietary formula, that takes several different factors into account to determine the size of the boost. Therefore, you cannot compare the amount of boost based on the VIP Tier disregarding other players' activity in our games. Since this is calculated by our system, our Customer Support is unable to manually adjust the quantity of the virtual currency provided to you. We also want to reassure you that we have confirmed that the current amount you are receiving is the highest currently available for your account.
  
  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 regarding the quantity of the virtual currency boosts.
  
  Contact Customer Support:
  ***********************************************************************************************

  Customer Answer

  Date: 11/28/2024

   
  Complaint: 22549272
  
  I am rejecting this response because:
  Clearly at my level vip 16 and current level I should be recieving in excess of 100 billion plus. I'm getting same generic response yet the bonus remains the same this needs upping immediately. When I had a vip host this was done fairly butyou guys aren't being fair

   GUYS,. HERE WE ARE AGAIN ROBBED OF MY CORRECT BONUS FOR MY LEVEL AND TIER TOTALLY UNFAIR AND UNJUSTIFIED!!! YET AGAIN I WILL QUESTION THE UNFAIRNESS IN MY BONUS THAT YOU MANUALLY ADD 18 BILLION ON A WEDNESDAY WHEN MY CLUB FRIENDS LOWER LEVEL THAN ME ARE RECIEVING IN EXCESS OF 400 BILLION THIS IS UNFAIR I WOULD LIKE MY VIP BONUS UPPING TO WHAT IT SHOULD BE FOR MY LEVEL WHICH IS AROUND 500 BILLION 

  WHY ARE YOU FOBBING ME OFF THAT I RECIEVE MAX FOR MY LEVEL WHICH IS CLEARLY A BLATENT LIE
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in the hospital for 2 weeks, after returning home, I've look at my email and noticed I've been removed from the vip program, this was not done by me personally. I ask for a boost and I d not qualify. I do I get back on the vip program. This is very upsetting. I've in the process of having to change all my emails and banking information. Please advise

  

  Business Response

  Date: 11/26/2024

  We understand that  Ms ********* has contacted the BBB in regards to the membership in the Exclusive Weekly VIP Credit program. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms **********
  
  Upon investigating our records, we have confirmed that your removal from Exclusive Weekly VIP Credit was made upon your personal request during a conversation with our Customer Support on Monday, November 4, 2024 at 8:35:15 AM PST. Our Customer Support requested your confirmation while informing you that once we proceed with the removal, we will not be able to subscribe you back to the program. After receiving your personal confirmation on Monday, November 4, 2024 at 5:10:37 PM, we have honored your request and removed you from the program. We also intend to continue offering you regular Daily Boosts every time you reach out to us, based on the standard eligibility.
  
  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 with the membership in the Exclusive Weekly VIP Credit program.
  
  Contact Customer Support:
  ***********************************************************************************************

  Customer Answer

  Date: 11/26/2024

   
  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:11/07/2024

  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.

  Hello, Ive been on Big Fish Games since 2008, When they released their new App called Jackpot Magic slots in 2018 I started using it more than the first one called Big Fish Casino. However when it was newly released they had the odds simple and they actually let people use it more that their expectations. Afterwards when all the publicity and advertisements were done they started targeting people by tightening their apps and outcome of better gameplay. This year 2024 they have gone over the limits and laws, they have totally change their AI and Algorithms to target those who buy and spend more money, System automatically target those users and manipulate entire gameplay of theirs and force them to buy more coins, If somehow system fails by some sort of computer glitch they literally have moderators logging into those higher payee players and manipulate their game by adding/editing reels set to zeros only, I purchased more than 10K USD on this game and have almost 2 decades of experience on this app. When some moderator/employee login to your account from their end message pops up says " DISCONNECTED" press lobby to go back, once you press that lobby button and go back on the game it doesn't matter the amount of game virtual coins you have because everything will be manipulated and only zeros will be appearing. I took screen shots and made some short videos and contacted support tram VIA email, They do not respond to that question, I emailed last week and they closed the ticket after reading my email.Point over here is that app owners are scamming people with real currency and very heavy amount of currency and building more targeted systems towards the players who spend, making purchase on this app increase the chance of winnings and better outcome of the odds ( Written by company through email in response to one of my tickets ).Someone have to step up and stop this scam as these game owners have gone way far with this while they have multiple lawsuits. ******** FC

  

  Business Response

  Date: 11/08/2024

  We understand that  Mr. ******* has contacted the BBB in regards to the game odds. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. *******,  
  
  We completely understand your frustration with our payouts. However, our social casino games are games of chance. While it can be frustrating to not win, it is essential to understand that this is a game of chance, and outcomes are random. While there is no guarantee, we hope you'll soon enjoy your gaming experience again.
  
  In addition, our support team cannot change the outcome of the game. Moreover, our team do not have any technical possibility to log in into your account, disconnect or interrupt your game in any way. Security and privacy of the players is our top priority. 
  
  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. 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. Durranis concerns with the game odds.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 11/08/2024

  Hello

   There are two statements made by the business in their response and they both are incorrect and lack of knowledge by the person responding. I have attached 2 pictures marked as "A" and "B"

  A-) Business responded saying I should contact Big Fish Support desk directly for resolutions and not BBB, Either representative failed to read the entire complaint or have simply ignored it. I mentioned in my first message that I contacted and support simply closed the ticket without responding it. It shows in the image. 

  B-) Business also claimed they do not manipulate or alter odds of players and all players have same odds, which is 100% inaccurate response, Picture B shows the Lawsuit regarding the same issue I am having with this system of theirs, I have spent over 10K US DOLLARS on this game including both apps, Their system is set to target only those who are making in app purchases so the player buys more (real money) Also, it is very obvious when their system perform such activity after making purchases or least 500$/week, I will simply get message stating " Disconnected" randomly while winning which will route me to the game lobby, after that there are only zeros no matter what game you play or what time you play and you will see no players at your table doesn't matter you change 100 times or use 30 different games. You will reach zero coins in your account then it resets.I am VIP TIER12.5 on their app. TIER16 being the last. System are determine the wins according to the purchases are made with real money. 

  Complaint: 22528429
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 11/25/2024

  We understand that Mr. ******* has contacted the BBB in regards to game odds. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. ********
  
  The entirety of our *************************** strives to ensure everyone is taken care of as quickly as possible. We keep track of metrics that evaluate how long it takes for us to respond to players who write in. If we notice its taking too long to respond, we bring in more of the Big Fish staff to help.

  As was mentioned previously, we do not have any technical possibility to disconnect you from tables or affect your game odds as the odds are the same for every player. Please be advised that Big Fish Casino needs a constant, stable connection between the device and our servers to run properly. Even when our servers are running with no problems, you may experience slow performance issues or be removed from a table/social slot if the connection is interrupted in any way. Please take into consideration our friendly reminder to have stable Internet connection and not to have additional applications running in the background on your device while playing our games.
  
  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. Durranis concerns.

  Contact Customer Support

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

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22528429
  
  I am rejecting this response because:

  I have never received any email as you mentioned that was sent directly to me from BIG FISH CUSTOMER SERVICE. 

  Email Address is ************************** Jackpot Magic slots Friend code is 52348483. 

  Also regarding bringing extra candidates to respond BIG FISH GAMES emails did not simply applied in my case so I wouldn't be so sure regarding that statement of yours. My ticket was closed without a response. ( Multiple times within 1 week ) 

  I sent another email to you guys day before yesterday regarding " disconnected " issue while I was in free spins and they were lost. 

  Also stable internet connection is not an issue at my end, I have high speed internet at all times as I pay extra for it. 

   

  
  

  

  Business Response

  Date: 12/06/2024

  We understand that Mr. ******* has contacted the BBB in regards to the lost free spins. We are happy to assist her with resolving this issue as quickly as possible.
  
  Mr. ******** 
  
  We are deeply sorry that you were disconnected from your game. We understand how frustrating it might be, especially during the sticking spree round. I have checked your sessions in the Firecracker Fortunes Buffalo VIP slot and want to share my findings with you. You joined the game on 2024-11-23 at 10:46:23, made 1 spin, and left the slot with a balance of *************. Please note that at that time there were no free spins on your balance. Next, at 10:47:04 you rejoined the game, activated the sticking spree round, and successfully finished it. Sticking spree total winnings are ************* and they brought your account to ************* virtual chips. With this amount, you left the table at 10:53:17. This being said, there were no discrepancies in your winnings or balance of free spins. 
  
  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 discuss the case.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Mr. ******** concerns with the lost free spins.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22528429
  
  I am rejecting this response because:
    No solution provided and same copy paste response.
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Big Fish Games member since 2010 and I as of September 2024 u had accumulated over $500 in game credits by paying a monthly membership fee for years. These credits when there be used for purchasing games. When I logged in today all my credits were gone and therefore more than $500 was taken from me with nothing in return. When I signed up these credits did not expire and I was told today that in 2022 they decided that all credits would expire after 2 years and imposed this on my account that I had built up by paying a monthly membership. This was not the terms of service I signed up for in 2010. Furthermore they felt no need to send out any notifications by email informing me that my credits of over $500 were about to expire. Even a 30 day email notice would have provided me time to use the money I had paid for use towards future game purchases. This is extremely poor business practice and when I contacted their customer service today I was informed that they cannot provide a refund or reinstatement of the credits. When I signed up and agreed to the membership there was no expiration and to impose one and not provide proper notification that the membership fees I had built up were about to expire is unacceptable. A total value of $516.25 that I had paid into future games was removed from my account on September 14, 2024 with no prior notice.

  

  Business Response

  Date: 11/21/2024

  We understand that  Ms ***** has contacted the BBB in regards to her expired Big Fish points. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *****,  
  

  Upon checking our internal system your ``points are missing because they expired on September 13, 2024. You can find comprehensive details about the points system on our official website for your reference which highlights that Big Fish points expire after a period of 2 years and an email is always sent prior to inform our customers. For more explanation, you can refer to the Big Fish Points Terms of Use article that details all the relevant policies. (***************************************************************) 
  
  Unfortunately, once points have expired, there is no way to extend their expiration or reinstate them. The points system functions automatically, meaning we are unable to manually alter specific accounts. I apologize once more for any inconvenience this may have caused and I thank you for your understanding.
  
  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 XXXXPROPOSED SOLUTIONXXXX.  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 Flynns concerns with her expired points.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22522818
  
  I am rejecting this response because: Hello and thank you for your response and the link to the points expiry however as I indicated in my initial response I signed up for the Big Fish Games membership which included a monthly account fee that was paid and accumulated as "game credits" to be used towards the purchase of games in the future. At no point in the 14 years following my account activation activation did my points/dollars accumulated expire until September 2024. After **************************************************************************** to know that after 14 years of service my points would suddenly expire. I went back through my emails and there were no email notifications informing me that points were due to expire in the coming months and I was only aware of this after the fact when I went to login and redeem the money I had spent and accumulated and when I then noticed that everything was gone. This was money that was taken from my account on a monthly basis for more than ************************************************************************* refund the money I put into my online game account. As mentioned, when I signed up in 2010 the money that I spent that was converted into game credits did not expire and I would have expected this to be the same after ************************************************************************* the full amount.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 12/07/2024

  Big Fish Recent BBB Correspondence:
  
  We understand that Ms. ***** has contacted the BBB in regards to the expiration of her Big Fish points. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *****
  
  Unused Big Fish Points expire 2 years from the day they are earned and are automatically deducted from your points balance. Big Fish reserves the right to change or eliminate the Points Program and all or any portion of these Points Program Terms or any policy about the Points Program at any time and in its discretion, including our right to discontinue or change the benefits or change the expiration date of Big Fish Points received under the Points Program. All this information is included in our Big Fish Points Program Terms of Use.
  
  As a once of courtesy, I have credited your account with 5126 Big Fish Points which will expire in 30 days. Once/if these or any future accumulated points expire, we will not be able to refund or replace them.
  
  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 resolve this issue. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
  
  We hope that we have resolved Ms. ******* concerns with the expired Big Fish Points.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 12/10/2024

   
  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:10/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transactions September 29th and 30th. Total of $488.07. I've contacted ****** Play and they had me fill out a form twice. Finally got a reply and they told me I had to contact the developer Big Fish. Contacted big fish and they sent me back to ****** play. So I filled out a form again and told them big fish did its on their end. I don't know where else to go. I'm a full time student and can't be going back and forth with them. I wish I could just forget about it but times are hard right now. If you can't help I'm out of luck.

  

  Business Response

  Date: 11/05/2024

  We understand that Mr. ********** has contacted the BBB in regards to ****** Play transactions dated 2024-09-29 and 2024-09-30. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. **********, 
  
  Please be informed that we do not have any possibility to initiate transactions on our end, so we would recommend you to contact ****** Play in regards to this matter. You can reach the ****** Play support site using the link below:
  
  **********************************************************
  
  Also, as I have checked, your account was deleted on 2024-10-01 as per your request.
  
  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: 11/06/2024

   
  Complaint: 22489961
  
  I am rejecting this response because: It took you 14 business days too deactivate my account after I told you I didn't recognize this charges to my bank account.
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 11/21/2024

  We understand that Mr. ********** has contacted the BBB in regards to ****** Play transactions dated 2024-09-29 and 2024-09-30. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. *********** 
  
  Please note that account deletion requests may take up to 14 business days. This is also indicated in the account settings where you submit such a request. You created a request on 2024-09-19; on 2024-10-01, it was processed, and the account was deleted. The period of 14 business days wasn't violated. Moreover, we do not have any automatic charges, and our players consciously choose whether to play for free or to make in-app purchases. 
  
  We would love to help you with a refund, however, we do not have any possibility to initiate transactions on our end, so we would recommend you contact ****** Play in regards to this matter. You can reach the ****** Play support site using the link below:
  
  ****** Play Help Center
  
  If they refuse to provide a refund, we cannot influence their decision or provide a refund on our end, regretfully. Thank you for understanding! 
  
  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: 11/23/2024

   
  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:10/21/2024

  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.

  Reinstatement of my original account i cannot send an email nor reach the help desk. I was informed that I could inquire after a year it has been longer then that and I spent thousands of dollars to reach the status and achievement levels in the game prior to being banned without communication and being blocked for any further information pertaining to the account. All email correspondence has also been blocked which means I cannot request any updated information about the ban and it's course of time frame after the year.

  

  Business Response

  Date: 10/23/2024

  We understand that Ms. ***** has contacted the BBB in regards to the access to her account. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *****,  
  
  Please note that we have blocked the account associated with this message from playing Big Fish Casino and Jackpot Magic Slots. Our account blocking system is irreversible - as the block has already been implemented you will no longer be able to access Big Fish Casino and 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. 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 discuss this case. 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 account ban.
  
  Contact Customer Support
  ***********************************************************************************************
  

• Initial Complaint

  Date:10/20/2024

  Type:Order 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.

  The fish games or casino that's played through ******** well baba gaming will not pay me my winnings..I have spent a lot of money with them and now I won they want pay me

  

  Business Response

  Date: 12/10/2024

  We understand that Ms. ****** has contacted the BBB in regards to the unpaid winnings. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******, you have reached out to Big Fish Customer Support. Our ********************** - ********************** and Jackpot Magic Slots do not provide real money winnings. While we offer some casino-style games, these are games only and not real world gambling. We want to provide a safe, enjoyable experience for all of our customers, and that includes a place to play responsibly. We would like to clarify that Big Fish Games company does not related to *********** that you are referring to. We are a separate entity and have no affiliation with that company. To address your issue and seek resolution, we recommend contacting that company's customer support directly. They should be able to assist you with any problems you've encountered.
  
  We hope that we have resolved Ms. ****** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:10/15/2024

  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 in today for an incident occurring on October 8, 2024 at 5:33pm. I was playing wicked wins ultra Gold and won the Grand Jackpot. At this time the game was running a 48 hour promotion of 15x the jp win. I wasnt paid the correct amount. I was told the *** was included and it was not. I want the correct amount credited to my account. I have proof through pictures that the jp didnt pay 15x during this promotion. This is bad business practices and they are trying to give me the run around and closed my tickets for the issue without resolving this matter. This seems to be another way Jackpot Magic Slots scams its paying customers. The Jackpot amount for this game ranges for the 125 mil bet between ******* bil depending on if someone hits and the game resets back to 160 billion. They were running a promotion of 15x then that means the Jackpot would range from 2.4-2.7 trillion. The Jackpot also pays 37.5 Billion for the haunted Houses. This is included in the Jackpot win. I won 210 Billion chips for the Jackpot on this day which doesnt account for 15x like the promotion said. This included 171 billion for the Jackpot and 37.5 which included the haunted houses. I thought maybe the credit for the 15x would payout after the promotion ended giving them the benefit of doubt. It didnt. I have made several attempts to contact customer service and they said the 15x was included with no explanation and closed my tickets. This does not sit well with me. I spend real money every week on fake chips to play this casino app. When they decide to run promotions on my favorite game I play everyday, I decided to take a chance and I won the Jackpot fair and square. Now it is there job to pay out the correct amount of chips I am owed. I got paid one time for the Jackpot win not 15x as I was supposed to as I hit it during this promotion event. I want them to honor there promotion and credit my account what is owed. Dont run a promotion if you plan to scam your customer.

  

  Business Response

  Date: 10/24/2024

  We understand that Ms. ***** has contacted the BBB in regards to 15x multiplier hit in Wicked Wins Ultra Gold VIP slot on the 8th of October. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *****,
  
  We appreciate your patience and understanding regarding possible technical issue that occurred in Wicked Wins Ultra Gold VIP slot. We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services.
  
  Please be informed that your report has been forwarded to our engineers and they are actively investigating this issue. We will get back to you once we have any updates. As always, we appreciate your patience and understanding.
  
  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: 10/24/2024

   
  Complaint: 22423458
  
  I am rejecting this response because: I appreciate you getting back to me and there was definitely a technical error in crediting me the correct amount of chips due the Jp win during this 15x Promotion. I appreciate that you are looking into this matter,  this could of been handled through the game if your customer support team would of said the same thing.  They were quick to respond saying the ** was 15x knowing that it was not. They were also quick to dismiss me and close my tickets or just leave them hanging with no response when I asked to show me the proof. This will only be resolved when the correct amount of chips are added to my account.  This would be the 210 billion multiplied at 15x.  I pay a lot of money and have gotten my family to play this app and spend money for chips.  I do not  appreciate lies and being dismissed when I  have a valid complaint.  I showed you pictures and the proof of my win, now I  expect to be compensated the correct amount for this promotion. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/05/2024

  We understand that Ms. ***** has contacted the BBB in regards to 15x multiplier hit in Wicked Wins Ultra Gold VIP slot on the 8th of October. We are happy to assist her with resolving this issue as quickly as possible.

  Ms. *****,

  Please be informed that jackpot surges only affect the base jackpot amount, not the progressive value which was contributed to by spinning. That said, the jackpot amount you received was already multiplied by 15. You were credited with *************** virtual chips on 2024-10-08 14:32:45 PST, what took your total from ***************, to *************** chips.
  
  We understand that it may be confusing and multiplied jackpot may appear smaller than expected since only base jackpot amount is multiplied, and to show our appreciation and make up for any confusion caused, we have credited your account with 12B virtual complimentary coins. Thank you for your patience with resolving this and enjoy the gameplay.
  
  Best regards,
  ***** *.

  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: 11/07/2024

   
  Complaint: 22423458
  
  I am rejecting this response because: It took you more then 10 days for that lame response.  You think by giving me 12 billion chips, I would accept that and go away.  I want the proof that 15x was added to this Jackpot. You know as well as i do there wasn't a surge added.  The Promotion stated 15x the Grand Jackpot.  Not the base Jackpot, Not the Progressive Jackpot, The Grand Jackpot.  The Jackpot for 125 mil bet ranges from 150billion- up depending on if someones hits and will reset back to 150 billion plus the hit for the Haunted houses.  Today for instance the Jackpot for the 125 mil bet is 152 Billion, if i hit today, I would get ***** billion chips .  This is without you so called 15x Grand Jackpot promotion.  If your company runs promotions, then they should honor them. Even if your saying the 15x was added to the base hit, which would be the 37.5 bil for the haunted houses. This would be ***** billion.  I got 210 billion as a club bonus.  None of this adds up.  I think your trying to scam me out of what is owed and this is totally disgusting.  I have been playing this app over 14 years and pay a substantial amount of money for fake chips.  I also have a successful team of 100 members.  They also spend alot of money to play.  I wonder what they would think if I told them that the game runs scam promotions and doesn't pay its players correctly.  I will not spend another dime on this app or have my family spend another dime until this matter is resolved correctly. I also think your customer service department is disgusting the way they close out tickets with no response.  ************ needs to get it together and start honoring what you post on the game as promotions. Further action will be taken if this isnt paid correctly what i am owed.  The correct amount would be 210 bil x 15.  This would be the correct amount per your promotion posted. Thanks, *******
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/26/2024

  We understand that Ms. ***** has contacted the BBB in regards to 15x multiplier hit in Wicked Wins Ultra Gold VIP slot on the 8th of October. We are happy to assist her with resolving this issue as quickly as possible.
   
  Ms. *****,
   
  We truly understand how frustrating long wait must have been for you. Please be informed that our engineers are still investigating your report and we will get back to you as soon as we have any updates. We are deeply sorry for any trouble caused and want to express our gratitude for your continued support.
   
  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: 12/02/2024

   
  Complaint: 22423458
  
  I am rejecting this response because: I have waited two Months for this issue to be settled.  I have written in to customer service several times included pictures and this is still not taken care of.  I just want the base seed Jackpot amount for 125 mil bet in wicked wins ultra gold mutiplied by 15 and put into my account.  When this is done then you will have a very satisfied customer.  This is what should of happened months ago.  I have been told its under investigation so many times that it shouldnt take this long.  I have seen people write in telling you they spun the wrong bet and you credit them trillions soon after.  I want to be a happy customer once again and by correcting the amount of chips I am owed due to the promotion this can happen.  Please make this right and credit my account what is owed.  (Grand JP on 125 Mil bet x15).  Please AND Thank You
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/13/2024

  We understand that Ms. ***** has contacted the BBB in regards to the jackpot surge. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *****,  
  
  We genuinely apologize for the prolonged. Unfortunately, it took a long time to check the case but we are happy to inform you that we are getting back to you. Our engineers checked your report and reviewed the logs of your gameplay in Wicked Wins Ultra Gold on 2024-10-08 at 14:32:45. Please note that the base jackpot amount for the bet 125M is only 7B virtual coins. Let us clarify that base amount would be rarely shown as, when you join the table, usually there are already some players who made their bets and lifted the jackpot value. To sum it up, there was no issue with the jackpot surge and you received the correct amount of virtual coins, therefore we cannot compensate for this issue. However, we do understand that the prolonged wait caused you inconvenience and to make up for this we added some virtual currency to your balance.
  
  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 discuss the case. 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 jackpot surge.
  
  Contact Customer Support
  ***********************************************************************************************
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22423458
  
  I am rejecting this response because:I am throughly disgusted in the wait time for another disappointment. Your company makes it very hard to be trusted. Your lies are getting very old. Your company has banned my account for believing lies and stole chips from me. Your company pays out chips and then says there is a glitch and takes them back. Your company shuts down my account for a day with no explanation as to why this happened. Then now you manipulate the jp to fit your agenda of not paying your customers. I have included two pics. One from the day of my promotion and one to. Recent promotion. Only now do you have a post that says base seed jp. There was no post the day of my promotion and for that to be fair you should pay the correct amount of 171 billion x 15. That would be 15x the Grand Jp. You lowered all the vip games jp which makes it worthless to play them. Any new player shouldnt pay for vip because you can win more on non vip boards. Why pay ???  You gave me 500 mil chips for a total loss of trillions. That is pathetic and any person would be furious. I deserve better then a slap in face. I was also told that supervisors were only ones to comp accounts. Now Im told all cs **** are same. You all have same permissions. Your company is a walking contradiction. Im not sure what to believe. You want people to keep spending money for nothing. The board ls are empty or filled with bots. They sit and kill the tables. Otherwise every public scatter table is filled with billionaires on min bet. This does not make for fair play at all. Im not sure if your company is just losing money but Im sure you will lose more customers if they trends stay. You really need to be fair and honest with paying customers. I would like to compensated fair for all these issues. I dont want hear you cant do anything. I have seen people get there chips back for telling you they played wrong bet. You give them back all there chips. I have never been deceitful to you in the 15 plus years I have played. You have never resolved any of my issues. You always have and excuse as to why it cant happen. I feel to resolve this matter you should comp me fair. Thanks Jessica 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/14/2025

  We understand that Ms. ***** has contacted the BBB in regards to the jackpot surge issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ****** 
  
  Thank you for your patience and for taking the time to reach out to us. I sincerely apologize for the prolonged wait and the confusion youve experienced recently in the game. We truly understand how frustrating such situations can be, and I want to assure you that we value your feedback and your continued support of our game. 
  
  Please note that jackpot surge rules have never changed and based on your feedback we just made them more clear to our customers and added the description to our promo. As part of our effort to make things right, weve already issued compensation to your account for the inconvenience caused. Unfortunately, we are unable to provide any additional virtual currency at this time. 
  
  As for the concerns you raised regarding the bots, we take the integrity of our games very seriously, and as such do not utilize in-game bots. Please rest assured that accounts you encounter while spinning at tables belong to real players; keep in mind that some players may prefer not to use the chat or gift functions and may also choose not to use personalized profile pictures. 
  
  Last but not least, recently, 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 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.
  
  Regards, 
  ******
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22423458
  
  I am rejecting this response because: 12 Billion Chips is not enough compensation for the inconveniences I have dealt with from your company.  I think that you always look for reasons not to pay your customers.  Then you make changes after the fact.  This is very unfair and very shady.  ************ is losing customers daily and your new ********************** are not fun.  You took away the best game on your app which was gummy.  I was told it was under maintenance almost a year ago.  Its still not back and probably will never come back. I think mostly i am tired of being disappointed by this app.  The wins are few, the Jackpots are low, empty tables, cheap players etc.  I could go on and on. I feel like I deserve way way more then 12 Billion chips.  I would like my ****************************************************************************************************************************** too. Then I will close this case and you wont hear from me again.  Thanks, *******
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/30/2024

  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.

  Try to contact a vip support team, that's a joke. You gave me my weekly comp but it's not correct, you can not tell me that the amount I spent last week versus the amount the week before ( which was lower) that your amount is correct. I've deleted the app. I wish y'all would make it right. Sorry it had to come to this!! But you did me wrong again. Please advice on how we can handle this and get a proper answer besides a message that all they do is fill in there name

  

  Business Response

  Date: 10/08/2024

  We understand that Ms. Zuidewind has contacted the BBB in regards to the amount of Exclusive VIP Credit she received on the 30th of September. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. Zuidewind,
  
  Our system automatically
  credits you coins based on a proprietary formula that takes several criteria
  into account. It is completely system generated and Customer Support isn’t directly
  involved in calculating that boost, so we abide by the amount our system
  calculates.
  
  We are always happy to help a customer directly. Ms. Zuidewind, you are always welcome to contact Big Fish Games for any account, Big Fish Games app or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to 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. Zuidewind’s concerns.
  
  Contact Customer Support
  https://bigfishcasino.zendesk.com/hc/en-us/articles/229717908-Contact-Customer-Support

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22359630
  
  
  
  I am rejecting this response because:
  

  To use the contact page is ridiculous, it's auto generated response.  I do not accept its auto generated payout, it was incorrect on that day. 
  
  Sincerely,
  
  
  
  Janice Zuidewind

  

  Business Response

  Date: 10/18/2024

  We understand that Ms. Zuidewind has contacted the BBB in regards to the amount of Exclusive VIP Credit she received on the 30th of September. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. Zuidewind,
  
  We are constantly working to improve our service and make sure you get the fastest reply possible. Please be informed that our system processes and determines the
  amount of EWVC bonus we are crediting to our players. We're not directly involved in its
  calculation and there's a criteria being followed based on the player's
  activity which we are not allowed to alter and adjust for any of our players. However, if in any case these
  criteria may be changed sometime, we’ll be sincerely more than happy to add the
  increased bonus to your account. We hope for your understanding on this matter.
  
  We are always happy to help a customer directly. Ms. Zuidewind, you are always welcome to contact Big Fish Games for any account, Big Fish Games app or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to 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. Zuidewind’s concerns.
  
  Contact Customer Support
  https://bigfishcasino.zendesk.com/hc/en-us/articles/229717908-Contact-Customer-Support

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22359630, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Janice Zuidewind