Complaints

This profile includes complaints for Big Fish Games, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Fish Games, Inc.

  906 Alaskan Way Ste 700 Seattle, WA 98104-1010

  
• 

  Big Fish Games, Inc.

  1999 Harrison St Ste 2300 Oakland, CA 94612-4731

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/30/2024

  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 have purchased over $200 with of chips and I play mostly blackjack on the big fish casino game platform. It continues to freeze when the game freezes any chips that's in play you lose and do not get back. I've complained to customer service several times and they will not replace the chips that I lost which is over 98 million chips. I will either like a refund of the money. I actually spent on chips. Or I would like to have my chips. Put back into my account.

  

  Business Response

  Date: 10/09/2024

  We understand that Ms. Fowler has contacted the BBB in regard to the issue with the BlackJack game. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. Fowler, 
  
  After checking the screenshots you provided earlier, we have investigated our logs and no discrepancies have been found. Everything was credited according to your winnings and losses, therefore no compensation is available. In case you have faced any other incidents, please provide us with the screenshots, time, and date of the issue. Once we have this information we will be glad to check everything on our end. 
  
  Moreover, if you experience connection issues while playing BlackJack, we encourage you to explore a wide variety of new virtual slots in your Lobby.
  
  We are always happy to help a customer directly.  Ms. Fowler, 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 check the incident.  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. Fowler’s concerns with the BlackJack issue.
  
  Contact Customer Support
  https://bigfishcasino.zendesk.com/hc/en-us/articles/229717908-Contact-Customer-Support

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22357083
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Kimberly Fowler

  Customer Answer

  Date: 10/19/2024

  I am officially rejecting the offer from the company  that  I made the complain against because there was no resolution. There were not willing to reimburse me or  confiscate me In any way.

• Initial Complaint

  Date:09/29/2024

  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. I was playing Bolt Blitz Casino with SC. I purchased 30sc and began to play ******* Hold and Win Extreme. With 1sc denomination. Getting the bonus is hard so I deposited another 15sc. I spun ant the same 1sc denomination and I finally got one. There were Six coins on the page which triggers the Bonus. with x2 and x3 coins included if my memory serves me correctly. 4 wilds and all eagles. The app then glitched and closed. When I opened the app again. My heart dropped when It started me in the lobby. I clicked on the same game. Buffalo Hold and Win Extreme. It was as if I hadnt gotten a bonus and it only gave me the line pay from the wilds and the Eagles. There was no bonus screen. No nothing. Judging by other bonuss with the $1 denomination. I usually win *****. I feel completely cheated out of SC coins and I definitely expect some compensation for this. The App Glitching is def no fault of mine and if I am not compensated then the app is officially a money sucking scam machine.

  

  Business Response

  Date: 10/09/2024

  We understand that  Mr. Spiva has contacted the BBB in regards to the issue with the online game. We are happy to assist him with resolving this issue as quickly as possible.??
  
  Mr. Spiva, you have reached out to Big Fish Customer Support. We would like to clarify that Bolt Blitz Casino is not a product of Big Fish Games company. Acording to the screenshot you provided, the game belongs to Fishbear Studios Entertainment. 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.

• Initial Complaint

  Date:09/20/2024

  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.

  On 8/27/2024 at approximately 9:18 pm (PST), I had been playing Triple Fortune Bowls Adventures of Atlantis (NON VIP) slot. I had been playing for over an hour non-stop. My bets were 500m and 1b per spin. I have attached screenshots of my play at 8:15pm where I was working on my 5th shell (each shell required 3000 coins to complete). I happened to take screenshots of my big wins from 8:15pm to the time I lost my progress. I have also attached them. You can see my bet amount & the time of the screenshot so each picture I am sending is being sent twice so you have proof of bet &also date/time. I had already completed 8 shells now after playing an additional hour (from 8:15pm PST to 9:18pm PST) you can see my screenshots show some big wins at 8:56pm PST on 500m bet & then again at 9:10pm PST on a 1 BILLION BET & again at 9:14pm PST yet again on a 1 BILLION BET. A few mins later, my progress was all gone, everything was locked& it sent me back to the very beginning of the levels to start collecting shells all over again. I lost my 8 shells of progress, I was working on my last one and I would be playing the ***** FEATURE at 7-10x BET with an average bet of 750m for the feature. THEY REMOVED ALL OF MY PROGRESS.I have reached out to customer service and they credited me 2B chips, lol. Thats 2 spins in the game as most of my bets were at 1B a hit. I have reached out to ***************************** cannot recover my progress. This bonus feature at such a high bet with the opportunity to win 7-10x my board would have paid out tremendously. I played for a full hour from 8:15pm-9:18pm and that alone only got me 4 shells to add to the 4 that I had at 8:15pm so I spent a lot of chips investing in that bonus feature that they cannot restore.I would like fair compensation for this issue. The whole experience of play was removed for me. I worked hard to get to the bonus feature and was on my last shell before I was robbed of it all. I PAY for virtual coins to play & they are gone.

  

  Business Response

  Date: 09/24/2024

  It looks like your request is related to Big Fish Casino, but you've contacted Product Madness support. To ensure you receive the assistance you need, I recommend using the link below to submit your query directly to Big Fish Casinos support team:
  ****************************************************************
  Additionally, you can search for more information on their support page here: ***************************************************

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22312874
  
  I am rejecting this response because:
  I have tried to work with Big Fish directly and expressed my concerns over my missing progress with had hundreds of billions of chips. They refuse to compensate me fairly or replace my progress that they admit is a technical error on their end. I spend real money for virtual chips to play their games. This is not ok to remove my chips that I paid for. I want correct compensation or return my progress.

   

  Also, this is the second time I have had to file a complaint on this business, please see attachment as one of the representatives at BBB was able to get the complaint sent to the correct business info. THANK YOU
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 09/25/2024

  This is a new complaint, a new issue, in a completely different slot than the previous issue. I have reached out to them and they have not been able to resolve my complaint as I have explained in my complaint and I have sent screenshots of the new issue showing all of the progress they removed from my game. This company has many issues with several different slots. 

  

  Business Response

  Date: 10/03/2024

  We understand that Ms. **** has contacted the BBB in regards to the progress reset. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ****,  
  
  We completely understand how frustrating it must be to experience a loss in progress, and I want to acknowledge how much time and effort you've put into the game. We truly value your dedication.
  
  After reviewing the situation, I can confirm that weve provided the maximum compensation allowed, including the virtual currency we previously credited to your account. While we wish we could do more, this is the highest amount were able to offer under our policies.
  
  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. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. ***** concerns with the progress reset in the slot.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22312874
  
  I am rejecting this response because:

  I spent several hundreds of billions to get the progress that I lost over their technical issue. They credited my account 2 billion chips but removed hundreds of billions that I stored in the game to play a bonus feature. It cost me several hundreds of billions to get to the progress that u had ready to cash in. Its not right nor is it fair business practice to remove my progress and then give me 2 billion chips when I I spinning 1billion per spin and it took me hundreds of spins to collect the shells to play the bonus round with a multiplier of 7-10x my stored progress. This company sells me virtual chips for real money. I pay a lot of money to buy virtual chips to play. They are expensive. $49.99 will get me maybe 6 billion chips, but they removed my progress, which I have sent screenshots and time stamped from my phone so they can see what happened. They can also look at their records to see my activity. They removed Everything I worked and paid money for to play and retrieve my chips back. Its not ok. Meanwhile, I asked them to remove the game so they can fix it and others or myself would not be robbed of progress in the future, but they ignored my request and continue with bad business practices for all users to be robbed. IT IS NOT OK, I want my progress back, they need to fix it and restore the progress so I can get my chips back, the ones I paid real money for. I DO NOT ACCEPT THIS RESPONSE. This is not fair.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/19/2024

  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 have a tier 16 account with Jackpot Magic Slots. Recently I wrote to them for help because my account got hacked. I was spending $1000s of dollars on their virtual chips only to have someone else use them. I wrote to them for help to resolve this issue. They asked me for the original email for the account. I told them I no longer have access to that account as it was hacked. They then asked me for the account creation date, which I have no idea because Ive played for years. They then asked for receipts from 2023, which I dont have anymore. *** provided them with recent receipts. Their decision on this was to delete my account! This is ridiculous as I have spent a lot of money to get to tier 16. This account is also part of a Monday bonus program that is very hard to get to. My friend code is #********. I emailed them originally from my account and then they switched to email for correspondence. If they cant restore my account, I want a refund for all the money Ive spent to get to tier 16 which would be over $100,000.

  

  Business Response

  Date: 09/24/2024

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

  Ms. *******,

  Security of our playersaccounts is our top priority, and we are required to verify an account first for security and privacy purposes. Unfortunately, we have not been able to verify this account on our end, so we will not be able to restore access to the 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.

  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22308826
  
  I am rejecting this response because:
  I have spent a great deal of money in the last four months alone probably over $75,000. If they cannot restore my account, I want to be reimbursed for the loss of my account. Their poor security system allowed someone else to play on my account and use my chips. I only asked for a new account with the same benefits. 
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 10/02/2024

  We understand that  Ms. ******* has contacted the BBB in regards to refund request. We are happy to assist her with resolving this issue as quickly as possible.

  Ms. *******,

  I can see that purchases on this account go through iTunes. Since all purchases in the App Store must go through *****, it's best to contact ***** directly for a refund. You can reach Apples iTunes email support site using the link below and clicking on the iTunes Store section:

  *****************************?

  Apple customer service should usually respond to you within 48 hours to let you know if your request has been granted.

  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. Kissners concerns.

  Contact Customer Support

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

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22308826
  
  I am rejecting this response because:

  This is bullshit! ***** ITunes does not owe me anything! Big Fish is the one who deleted my account for NO reason! I reached out to them for help because my account was hacked and they responded by deleting my account! I spent a lot of money getting to tier 16 and I had 525 billion chips in my account when they deleted it. Thats over $2500 right there, plus what Ive spent to get to tier 16. I am asking for Big Fish to compensate me $100,000 to resolve this issue. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:09/18/2024

  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.

  My account was banned in Big Fish Casino. I have spent thousands of dollars on the app and they ban me. No reason as to why. I'm fine with the ban but I demand a refund for all of my money I had invested into the game. I could list all of the conspiracies with bf, such as win percentage, although they were ordered by a judge that it had to be a certain percentage, the non stop zeros, the list goes on.

  

  Business Response

  Date: 09/25/2024

  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. *****,  
  
  Please note that we have blocked the account associated with this message from playing (Big Fish Casino/Jackpot Magic Slots) due to responsible gameplay policies. You may find out more by following the link below:
  
  **************************************************************************
  
  Because this block is irreversible due to the nature of the concerns you raised, we are unable to lift the block and have put technical measures in place to prevent future access by the account holder until the chosen blocked period has elapsed. If you did not choose a specific time the account will remain blocked for a minimum of 1 calendar year. We appreciate your understanding in this matter.
  
  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. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. Sittes concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************
  
  

• Initial Complaint

  Date:09/11/2024

  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.

  AS A VIP 16 LOYAL PLAYER MY WEEKLY BOOST SHOULD BE AT 5.4 BILLION PER DAY MEANING MY BOOST SHOULD BE 37.8 BILLION A WEEK THIS IS STANDARD AND ALSO CLARIFIED BY OTHER VIP 16 PLAYERS SO YOU HAVE BEEN GIVING ME TOO LITTLE FOR MY WEEKLY BONUS. YOU NEED TO RECTIFY THIS AND GIVE ME MY MISSING BOOST OF 19 BILLION THAT IVE MISSED OUT ON FOR WEEKS. ALSO WHEN MY GAMES RESET OF LLUCKY STRIPES BINGO I WAS COMPENSATED 1 BILLION BUT ID SPUN ON HIGH BETS AND ACHIEVED 200X BOARD ALSO ON TREASURES OF ATLANTIS MY BOARD RESET AND WASNT COMPENSATED ACCORDINGLY. I GET STANDARD REPLIES WHERE AS MESSAGES ARE NOT READ CORRECTLY. PLEASE CREDIT MY CORRECT VIP 16 BONUS FOR MISSING WEEKS EQUALLING ATLEAST 6 X 19 BILLION. I HAVE SENT NUMEROUS MESSAGES TO HAVE THIS CORRECTED. I ALSO NEED MY FULL BOARD AMOUNT THAT LOST ON ATLANTIS EQUALLING ATLEAST 12 BILLION

  

  Business Response

  Date: 09/16/2024

  We understand that Ms. ****** has contacted the BBB in regards to her weekly boost amount and progress reset in virtual slots. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ******,  
  
  We have reviewed your account and can see that your weekly boost has been increased from 6B to 18B virtual chips recently. Kindly note that this amount is the maximum we can credit based on your account activity. However, if in any case these criteria may be changed sometime, well be sincerely more than happy to add the increased boost to your account.
  
  In regards to technical issues that occurred on your account recently, 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. Our developers are doing their best to analyze the root cause of the issue and implement all possible measures to avoid it from happening in the future. We apologize for any inconvenience this may have caused you and want to express our gratitude for your continued support.
  
  To show our appreciation and make up for the inconvenience caused, we credited your account with 1B virtual coins on 2024-08-28 13:14:26 PST that can be used to enhance your gameplay experience. This took your total from 713,072 to 1,000,713,072 chips.
  
  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. Barkers concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22269724
  
  I am rejecting this response because:
  AS A VIP 16 LOYAL PLAYER MY WEEKLY BOOST SHOULD BE AT 5.4 BILLION PER DAY MEANING MY BOOST SHOULD BE 37.8 BILLION A WEEK THIS IS STANDARD AND ALSO CLARIFIED BY OTHER VIP 16 PLAYERS SO YOU HAVE BEEN GIVING ME TOO LITTLE FOR MY WEEKLY BONUS. YOU NEED TO RECTIFY THIS AND GIVE ME MY MISSING BOIST OF ***************************** MY CORRECT AMOUNT FROM NOW ON ITS NOT DIFFERENT FOR DIFFERENT PLAYERS ON SAME VIP LEVEL. SORT THIS OUT GUYS IM NOT HAPPY THE BOOST IS BEEN SAME FOR WEEKS YET OTHER VIP PLAYERS AT LEVEL 16 GET AS STATED 5.4 BILLION PER DAY.

  IN REGARDS TO 1 BILLION COMPENSATION THIS AGAIN WASNT SATISFACTORY WHEN I HAD  BETTED MORE THAN 12 BILLION TO ACHIEVE ATLANTIS FULL BOARD AND LUCKY STRIPES BOARD TO REACH 200 X I TRIED STATING THIS TO SUPPORT AND RECIEVED GENERIC RESPONSE I WOULD LIKE MY BONUS CORRECTING AND BOOST TO BE EQUIVALENT OF OTHER VIP 16 PLAYERS 

  
  ***** ******

  

  Business Response

  Date: 10/02/2024

  We understand that Ms. ****** has contacted the BBB in regards to her weekly boost amount and progress reset in virtual slots. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *******  
  
  We are unable to discuss other players' accounts, however, I can assure you that we provide our players with as many virtual chips as we can. Also, kindly note that system boost has a limit we are not able to exceed. However, I would like to point out the fact that in any case, this limit may be changed sometime and well be sincerely more than happy to add increased boost to your account.
   
  Regarding technical issues that occurred on your account recently, please be informed that the amount of virtual chips that we added to your account was the maximum that we were able to add. I apologize for any inconvenience this may have caused you and thank you for your patience with resolving 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 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. Barkers concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22269724
  
  I am rejecting this response because:

  I am rejecting this response because:

  AS A VIP 16 LOYAL PLAYER MY WEEKLY BOOST SHOULD BE AT 5.4 BILLION PER DAY MEANING MY BOOST SHOULD BE 37.8 BILLION A WEEK THIS IS STANDARD AND ALSO CLARIFIED BY OTHER VIP 16 PLAYERS SO YOU HAVE BEEN GIVING ME TOO LITTLE FOR MY WEEKLY BONUS. YOU NEED TO RECTIFY THIS AND GIVE ME MY MISSING BOIST OF ***************************** MY CORRECT AMOUNT FROM NOW ON ITS NOT DIFFERENT FOR DIFFERENT PLAYERS ON SAME VIP LEVEL. SORT THIS OUT GUYS IM NOT HAPPY THE BOOST IS BEEN SAME FOR WEEKS YET OTHER VIP PLAYERS AT LEVEL 16 GET AS STATED 5.4 BILLION PER DAY.

   

  IN REGARDS TO 1 BILLION COMPENSATION THIS AGAIN WASNT SATISFACTORY WHEN I HAD BETTED MORE THAN 12 BILLION TO ACHIEVE ATLANTIS FULL BOARD AND LUCKY STRIPES BOARD TO REACH 200 X I TRIED STATING THIS TO SUPPORT AND RECIEVED GENERIC RESPONSE I WOULD LIKE MY BONUS CORRECTING AND BOOST TO BE EQUIVALENT OF OTHER VIP 16 PLAYERS 

  I would like MY chips added accordingly ?? 

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

• Initial Complaint

  Date:09/03/2024

  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.

  The virtual casinos has a particular slot that banks your chips as you spin. It is called Buffalo Frenzy VIP. It will fill 3 meters as you spin & store a portion of your chips depending on your bet. Any given spin can trigger payout of each meter any pay out your banked chips to you. I was in the game spinning on high bets including 1billion, 500million and 250million. All three meters has stored progress (gold meter at 30%, silver meter at 80% and bronze meter at 25%) I exited the game as it is to save all progress but when I came back, my stored banked chips were gone. I immediately wrote in to the customer service, explaining the situation. Apparently many have complained and lost their chips as well including a friend. She wrote in with a similar situation and was awarded 100billion chips for her loss bank. I was awarded 1 billion but I told them there was at least 180billion chips banked in the game. They have gone bank and forth with me, they had one representative tell me they compensate everyone equally, so I asked to be awarded the correct compensation amount of 100billion chips even though I lost more. They said no. I asked them to fix the game, they have ignored. I sent them screenshots of the slot with all progress reset, they apologize but nothing further has been done. There is another slot with the same issue, I also sent multiple screenshots showing them my progress and then its gone. I pay money for chips to play and bank them and they disappear with no customer service to help. Many have experienced the same. The company is not fixing the glitches or compensation fairly. I have attached a photo of my 3 meters all reset to zero which they acknowledge and apologize and a picture of my friend complaining about the same issue and being awarded 100billion chips for the inconvenience and incompetence of the slot. I will accept the same payout even though I had more chips banked than that.

  

  Business Response

  Date: 09/09/2024

  Thank you for contacting us. Please note this has reached Product Madness, looking a the screenshot you are having issues with games that are managed by Big Fish. You can contact them using this online form - *********************************************************************;

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22233459
  
  I am rejecting this response because:
  They have not provided the correct compensation for my loss of chips nor can they restore my progress. They have compensated others fairly but I was not compensated correctly. I pay for chips to play and they took them. I have to pay for more to play now and that is not right. I have also asked them to remove the game to fix it before allowing others to get ripped off as well, same as I did and they refuse to do so. They are ok with taking our chips away. They apologize but do not compensate fairly. Its bad business practices. They know nothing will be done so they keep doing it. Not ok. Unacceptable for a business to treat paying customers this way. Beware of Buffal frenzy, Atlantis- both games robbing progress. Not satisfied with the companys response. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/13/2024

  Thank you for contacting us.Please note this has reached Product Madness, looking at the screenshot you are having issues with games that are managed by Big Fish. You can contact them direectly using this online form - *********************************************************************;

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22233459
  
  I am rejecting this response because:
  They have not done anything further to correct their problem or fairly compensate me and they refuse to talk about it and have close my ticket telling me they will not entertain further communication over their technical issues that disrupted my game play and removed hundreds of billions of chips that ultimately I paid for to play in the first place. Game is not free. I would like my chips back. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/18/2024

  We understand that ************ has contacted the BBB in regards to runs reset in ******* Frenzy VIP slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************, 
  
  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. Our developers are doing their best to analyze the root cause of the issue and implement all possible measures to avoid it from happening in the future. We apologize for any inconvenience this may have caused you and want to express our gratitude for your continued support.
  
  To show our appreciation and make up for the inconvenience caused, we have credited your account with 20B virtual coins and 100 free spins for Buffalo Frenzy VIP slot that can be used to enhance your gameplay experience.
  
  We are always happy to help a customer directly. ************, 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 ************** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/19/2024

   
  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:09/02/2024

  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 bought 2 games CE's and I want a refund as this game is not even offered anymore on the site.I have contacted customer service many many times and they are ghosting me.

  

  Business Response

  Date: 09/10/2024

  We understand that  ******************* has contacted the BBB in regards to a refund request for two pruchased games that are no longer available on site. We are happy to assist her with resolving this issue as quickly as possible.
   
  
  *******************,  
   
  
  I'm aware that you may be worried about facing problems with two games that you bought but are no longer available on our website. I apologize for taking longer to get back to you, and I want to assure you that I am dedicated to resolving this issue for you. To assist you better, it would be very helpful if you could provide a detailed description of the problems you are encountering with the games. Also, if you are getting any error codes, please share them with me along with the titles of the games and the order number from your purchases.
  
  We are always happy to help a customer directly.  ******************* 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 delve deeper into the issue at hand in order to achieve mutual understanding for the best possible resolution.  This will be the quickest way we can resolve this for you.   You can also reply with the info through this BBB contact.  
  
   
  
  We hope that we have resolved *********************** concerns with a refund request for games that are no longer available on the website.
  
   
  
  Contact Customer Support
  
  ***********************************************************************************************

  Customer Answer

  Date: 09/10/2024

   
  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:08/29/2024

  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 August 21, 2024, at 4:43am Central time, I won a jackpot on one of their slots. I have a screenshot of the winning but the machine did not pay out. Upon contacting Big Fish, they keep telling me I only got 3 of the required 5 spots, which is not true.The screenshot shows I won $363,120,000. You can't win that amount without hitting the 5 spots. It's just not possible.They keep telling me I didn't win but will not explain. The machine did not pay out. Their classic games always malfunction. Everyone complains.I want my winnings of $363,120,000 and the jackpot I should've received for $860,866,451. Now they refuse to respond further. I spend a lot of money. I'm not asking for a refund. I just want my entitled winnings. I'm really angry that their customer support blew me off like I didn't matter even when I asked them to show me where I didn't win. Very unprofessional.

  

  Business Response

  Date: 09/03/2024

  We understand that ************** has contacted the BBB in regards to payouts in Sherlock Mysteries virtual slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  Please be informed that in order to trigger jackpot in Sherlock Mysteries virtual slot, it is needed to hit five Sherlock symbols while betting max. According to your screenshot, you hit only three Sherlock symbols, therefore the jackpot was not triggered. One thing to keep in mind is that if you don't see an amount won in the win box above the slots or a highlight of the line, this would not be a valid win.
  
  As for the winning of *********** virtual chips, while we haven't verified this specific incident, we definitely appreciate you as a customer and have added this amount to your account right away for any inconvenience this time. This takes your total from *********** to *********** virtual chips.
  
  We are always happy to help a customer directly. **************, 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:08/29/2024

  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.

  Jackpot magic slots stole my coins from me and gave me 1 billion as a "compensation". I had 20b alone in party wave that they cleared, another at least 40 to 50b in midnight midway that they cleared, another sugar dash round almost completed with high bets that they cleared and also 2 buffalo frenzy lines that they reset that were almost done. I've written them over and over and they think giving me 1 billion coins is okay when they owe me an easy 100 billion. I even told them I'd settle with 50 billion just to be done with it.. but nooo they want to give me 1billion and call it even. I had two other friends who lost their coins and progress on games as well and they gave them theirs back within 2 days of emailing them with no questions asked. I wrote in before they did and it took 2 weeks!!!! 2 weeks to get a compensation of 1 billion instead of what they owe me. Please help me make them make it right!

  

  Business Response

  Date: 09/03/2024

  We understand that ************** has contacted the BBB in regards to progress reset in virtual slots. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  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. Our developers are doing their best to analyze the root cause of the issue and implement all possible measures to avoid it from happening in the future. We apologize for any inconvenience this may have caused you and want to express our gratitude for your continued support.
  
  To show our appreciation and make up for the inconvenience caused, we have credited your account with 50B virtual complimentary coins that can be used to enhance your gameplay experience.
  
  We are always happy to help a customer directly. **************, 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: 09/03/2024

   
  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,
  
  ***********************