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:08/27/2024

  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.

  *** played for quite awhile on this online game, spent a lot of money and received redemptions just fine through ****** from this company. Had great experiences I won over $17k on August 7. I requested redemptions totally $12,500. They wont respond or forward them to my ****** account as they did previously. They will not answer emails or support online. I have been a good customer continually spending money on their site playing daily. I need the money that I legitimately won to be deposited as agreed.

  

  Business Response

  Date: 09/05/2024

  We understand that  ************ has contacted the BBB in regards to not receiving her winnings from 17-Aug-2024. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************, 
  
  I'm sorry but Big Fish Games does not offer any real money casino games that involve deposits and cashouts, and we highly recommend contacting the customer support team directly from the game you were playing to get the necessary assistance.
  
  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 resolve your complaint.  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 not receiving her winnings.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:08/25/2024

  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 spent tons of money on this app. All of a sudden this awful app now constantly resets my gaming progress. What is the point in spending and trying to build my account if each day the app constantly resets the progress that was built? Then this app is constantly trying to get you to buy non stop. Im sick and tired of spending and losing all of my progress. I want my progress back. I want more coins added to my account. I have placed tickets to the app and showed them proof of the progress and the same song and dance its under review. I spin anywhere from 125 mil to 250 mil. It happened on both buffalo frenzy game. If I finished my progress I would have banked billions in coins on my account. But noooooo this app just wants us to keep spending our hard earned money and do nothing about it. Make this right for once. Im a tier 16 because Im a huge spender. But I will not spend another dollar on this app until they make it right.

  

  Business Response

  Date: 09/12/2024

  We understand that ******************** has contacted the BBB in regards to progress reset in virtual 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 credited your account with 2B virtual coins on 2024-08-28 13:22:01 PST that can be used to enhance your gameplay experience. This took your total from ******* to 2,000,******* 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. Werlemans concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:08/22/2024

  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.

  can not use the system have written 9 times

  

  Business Response

  Date: 08/28/2024

  We understand that  **************** has contacted the BBB in regards to his alleged inability to use our system due to an error on our part. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************, 
  
  Thank you for contacting Big Fish Games! You are speaking to *******, one of the trusted advisors on site. I will be assisting you today. I appreciate you writing in for assistance with this issue, I am more than happy to assist you!
  
  I am aware that you have written in to Big Fish Games on numerous occassions now, you've spoken to some of our customer service agents, and admittedly, you haven't received the best responses to your queries, I apologize for this. I can already gather from looking at those interactions, that you have a few unanswered questions, like whether or not you would be able to play your games should you cancel your ********* subscription? Yes, you would.
  
  Your second concern is about our system, which I believe is in reference to our Game Manager app, I'd like for us to follow a few troubleshooting steps to get this working. If you may, please respond to this email.
  
  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 get your Big Fish Game manager system functioning properly so that you're able to enjoy the games you do have. 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 what we believe to be their Big Fish Game manager not performing. 
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent countless emails due to a technical issue where the games refuse to activate after reinstalling. Every time I get a new computer, I have to deal with this ATROCIOUS customer service, who will go on for weeks without bothering to fix the issue. I get nothing but cookie-cutter emails telling me to reinstall the games, proving they aren't even bothering to read my tickets.I want a full refund for every game I've purchased since 2019 if you aren't going to be bothered to fix the problem. It is unfair to have games I can not play because of the fault of the gaming company! I am going to speak to my solicitor about the countless complaints against your company if I am not offered a resolution very soon.

  

  Business Response

  Date: 08/28/2024

  We understand that Ms ******* has contacted the BBB in regards to her activation issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms ********  
  
  I would firstly like to humbly apologize for the dissatisfaction you have experienced with our customer service. It is very much understandable as to why you are currently this frustracted with us, rest assured we will do our utmost best to provide you with a useful resolution. Your satisfaction is always our number 1 priority.
  
  Since these games have been purchased in 2021 and we unfortunately cannot refund games that have been purchased over a year ago due to admin restrictions, please can I propose that we credit you with Big Fish points equivalent to the amount of the games which you can use to purchase any game of your choice on our website as replacement, ensuring that you download the trial and check the system requirements before purchasing them in order to avoid any technical glitches. These Big Fish points will allow you to purchase our new and improved games which have recently been released. 
  
  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 your activation issue with points replacement.  This will be the quickest way we can resolve this for you.   You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms *******'s concerns with being her unable to activate her games.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 08/29/2024

   
  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,
  
  ***********************

  Customer Answer

  Date: 08/30/2024

   

  I just filed a complaint to get a resolution. I thought it had been resolved, but the moment I thought it was, we started the entire process all over again. I'm demanding a refund for games that do not work and they are refusing it. This company is an absolute steaming pile of fraudulent nonsense and I'm tired of dealing with them. I want nothing less than the $170 I have paid for my games over the years that refuse to now activate. They're doing nothing to fix the issue, and again, refuse to refund the money I paid for them. The next step is going to be a criminal complaint.

  Desired Resolution:

  Refund

  

  Business Response

  Date: 09/16/2024

  We understand that  Ms ******* has contacted the BBB in regards to her refund request for game issues. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *******,  
  
  Unfortunately, according to the Big Fish Games internal processes and system constraints we are unable to process refunds older than 1 year. Our dedicated team of developers are currently working on your matter which might take a bit of time however we will keep you in the loop until we have a resolution for you. We will be requesting additional banking details directly on our ticketing system due to the sensitivity of this information. 
  
  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 await a response from our developers who are currently investigating the matter.  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 XXXISSUEXXX.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22168106
  
  I am rejecting this response because:
  
  YOU ARE THIEVES and I WANT MY MONEY BACK NOW!!!
  
  I am filing criminal charges on your company.  As you can see from your reviews, I have no idea who you've not been completely shut down.
  
  The next communication you get will be from a lawyer, who will be filing a class action law suit.
  
  Give me my money NOW.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 10/14/2024

  We understand that  Ms. **** has contacted the BBB in regards to games purchased from us she was unable to reinstall after changing to a different PC. We have provided MS. **** with a refund and she has confirmed there are no issues anymore via our internal ticketing system.

• Initial Complaint

  Date:08/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/6/24 at around 6 pm I emailed for help from the company. I had ***** game points that were to expire on that day. I went on the site to use them after work. There were no points on there. I had assumed they would expire at midnight. I asked if they could extend the points until midnight or the next day. I received a response at 6:10 pm. I was told that they are unable to extend the points as they are set to expire at a certain time. I emailed back at 7:05 asking where I can find the time on the site as I was only able to find the date. At 7:30 I messaged telling her that I have been sick and I have to work in the morning, I am going to bed. I could not sleep and at 9:04, I sent the same question about the time. Both times I asked for the time of expiration there was no response. Unfortunately, I fell asleep and at 10:23 I received a response stating that my points are about to expire and I was to manage them within the specified time frame. The next day I did message again stating I knew they were expiring, why would I ask for an extension until midnight if the points were on my account? I had asked to talk to someone else, which was never acknowledged. I sent a new message so I could talk with someone else and she answered again. Again I asked to talk with someone else, which was never acknowledged. I was advised that if I messaged again about the problem again, no one will reply to me. I have the emails if they are needed.

  

  Business Response

  Date: 08/18/2024

  We understand that  Ms. ****** has contacted the BBB in regards to the expiration of membership points from her Big Fish Games account. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *******
  
  My name is **** from Big Fish Games. Big Fish Points will expire after 2 years and all players have been given plenty of time to redeem the points. You will be able to review those expiration dates from the Big Fish Points page. To make your Points easier to manage, each time you choose to redeem Big Fish Points, our system will automatically use those Points with the nearest expiration date.
  
  Check out our Big Fish Points Terms of Use here. When it comes to the time the points expire, it will be at the start of the day (0:00) but it can be later within the day.
  
  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 clarify the terms of use and regulations when it comes to the use and expiration of Big Fish Points.  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 her expired Big Fish Points.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22158365
  
  I am rejecting this response because: I did not get an email from ****, as he said he sent one, and I do not understand his comment about the points ending time. They end at the beginning of the day or the end? ****** had told me at around 10 pm that night that they were about to expire. I had tried to use them but it showed I had no points. I was in bed then and could not respond. I had emailed her twice about what time they expire and received no response both times.
  
  Sincerely,
  
  Eve-**** ******

  

  Business Response

  Date: 09/24/2024

  We understand that Ms ****** has contacted the BBB in regards to the issue pertaining to the expiration of her Big Fish points. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *******
  
  Thank you for contacting Big Fish Games! You are speaking to ******** one of the trusted agents on site. I will be assisting you today. I appreciate you writing in for assistance with this issue, I am more than happy to assist you!
  
  I would like to sincerely apologize for the manner in which the issue was handled, I concede that this wasn't addressed in the most timely and constructive way. It is our understanding that when our Big Fish points expire at the exact time stamp, 2 years after the day of purchase. For example, if you aqcuire points on September 23rd, 2022, at 07:08 AM, your points ought to expire at the exact time (07:08 AM) on September 23rd, 2024.
  
  I would love for us to have a way forward and to also show my appreciation for the support you have shown us, also considering the level of assistance you may have received leading up to our interaction. I have credited your Big Fish Games account with ****** Big Fish Points. Please note tahat this is a courtesy credit and these points will not expire.
  
  Thank you again for trusting us and for showing support. I look forward to your response. Have yourself a lovely day.???
  
  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 an alternate way forward, if need be. 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 matter pertaining to the expiration of their Big Fish Points.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:08/11/2024

  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.

  On Aug 11 I was playing a slot around 12:15-12:30 and the game froze and I lost the pot I had 6bill and 3 bill. I wrote in and the company said I was inactive. That is completely not true. I went to the store to purchase and the game froze. They been having problems like this.

  

  Business Response

  Date: 09/06/2024

  We understand that **************** has contacted the BBB in regards to game freezing. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,
  
  As I have checked, you contacted us regarding this matter on 2024-08-11 and were compensated with 10B virtual coins on 2024-08-12 07:34:01 PST, what took your total from ********** to 10,0********** 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. Dewitts concerns.

  Contact Customer Support

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

• Initial Complaint

  Date:08/05/2024

  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.

  VIP monday boosts

  

  Business Response

  Date: 08/08/2024

  We understand that ******************** has contacted the BBB in regards to the Monday bonus program. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,  
  
  We completely understand your frustration and desire to receive more virtual coins. We would be so happy to help you out, however, our hands are tied here. Our system will automatically credit you chips or coins based on a proprietary formula that takes several criteria into account. Customer Support isnt directly involved with calculating that boost, so I dont have access to specific information about it, but we abide by the amount our system calculates.
  
  We are always happy to help a customer directly.  ********************, 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. Haubrichs concerns with the Monday bonus program.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/29/2024

  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.

  I was playing a slot game in their app and had a guarantee amount to be won that was the equivalent of $200USD in the game currency. They had an "error" in their server that reset that slot specifically. They've admitted this was their error. Yet they absolutely refuse to give what I rightfully earned and they fraudulently stole from me. In fact, every player that was in this specific slot had this happen to them. They stole money from all these players. There needs to be accountability for once. The monetary value when they do this is outstanding and should actually be criminal. Usually they try to gaslight and deny, but I happened to have proof of my pending win. Others without it are left with no proof. They also tried to give me 7 million chips to compensate for the 1.5BILLION thievery and say that's all they could do.

  

  Business Response

  Date: 08/06/2024

  We understand that ************ has contacted the BBB in regards to the combination she hit in Lucky Stripes Bingo VIP slot on the 24th of July. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************, 
  
  Our developers have analyzed the root cause of the issue and implemented 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 the amount you could have received from this win along with a batch of virtual complimentary chips. These chips 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: 08/06/2024

   
  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.

  I attached a copy of their reimbursement to me. They finally did the right thing. I did contact their customer service and put in two tickets and was brushed off. I hope that their customer service team improves as I did not want to take it to this level. It took this to actually be heard.

  ***** was helpful and I appreciate her doing the right thing. Thanks for your help.

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

• Initial Complaint

  Date:07/28/2024

  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.

  Event happened on July, 16, 2024. I have spent thousands of dollars on this game and one of the games that I play (Atlantis) I was 2 steps away from completing the 5000 level. I had been betting 250 million per spin. I had logged off and when I went back the game had put me all the way to the beginning so all progress was lost. I have tried to get them to compensate me accordingly but have gotten very little. I am seeking to have all of my progress put back and for it to be at the 250m level again or virtual chips that compensate for my lost progress and potential lost winnings. My friend code is ********.

  

  Business Response

  Date: 08/06/2024

  We understand that ************************ has contacted the BBB in regards to progress reset in Triple Fortune Bowls - Adventures of Atlantis slot. We are happy to assist him 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 have analyzed the root cause of the issue and implemented all possible measures to avoid it from happening in the future.
   
  For the inconvenience this situation may have caused you, we have provided you with ************* virtual coins on the 2024-07-23 09:06:36 PST, what took your total from ********* to 3,00********* chips. Kindly note that this is the maximum amount we are able to provide for the issue.

  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.

  We have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.

  We hope that we have resolved Mr. Burlingames concerns.

  Contact Customer Support

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

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22057241
  
  I am rejecting this response because:
  The comp coins that were credited to my account is equal to roughly $50.00. This does not equal the or come close to comparing to the amount of money and lost progress. Other individuals have been compd higher. They have admitted to the issue being something on there side and therefore are liable for the damages that come with those issues. I believe that the comp. Should be in the 200 billion range. $100 dollars gets you 8 billion virtual chips. They have the ability to add more chips if they wanted as I have had a issue before and 918B was credited to my account for it not recognizing my win but it took me 2 months to get that fixed.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/23/2024

  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 a tier 16 account on the game. I have spent tons of money and invested to my account. My account was stolen by someone. I have contacted them through numerous tickets and they claim they did indeed get in touch with me and had communication with them and for the specific ticket they are talking about I dont have that one. I told them they must have been communicating with the thief that stole my account. It wasnt me. I told them what happened and they did nothing to avoid this to have happened. Im extremely disappointed with this company because this apparently happens a lot. I have spent over $100k on my account. This shouldnt have happened. Im asking for a new account but to keep my tier 16 and continue to receive my daily boost of 5.4 billion on a new account. Everytime I try to connect my account to ******** it takes me into a brand new account and all of my progress is gone. There is alot of money invested to my account. I cant just give up on something I invested time and financially on. Something needs to be done about this. I only use two emails with my account and I told them that. I asked for that specific ticket to be sent to me and they havent done that. They need to work on helping and assisting people with this kind of issue. The person who stole my account I dont know. I dont allow anyone to play my account. I dont know how they got ahold of it. But because I wouldnt pay this stranger money they stole my account. I contacted this company and they did nothing. I just want this resolved. Thank you

  

  Business Response

  Date: 08/01/2024

  We understand that ******************** has contacted the BBB in regards to the account issue. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,  
  
  We are genuinely sorry that you faced this issue with your account. According to our check, this matter was resolved on 2024-07-24 and access to your account was restored. Moreover, our team took all measures to secure your account from our end. However, we would like to emphasise that you should never give away your ******** credentials. In case you share FB account with someone we cannot protect your JMS account. 
  
  Please note that we never collect any personal data (such as phone numbers, birth dates, credit card details, etc.) The security of the players is our top priority. Also, we encourage our players not to share any personal details (including Friend Code) in their profile via username, status, chat, inbox, etc.
  
  As for the new friend code request, we won't be able to provide you with a new account with the same VIP status and boost privileges, unfortunately. 
  
  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. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. Werlemans concerns with the account access.
  
  Contact Customer Support
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