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:07/20/2024

  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 been playing Jackpot Magic since around last December on my birthday, I purchased chips for the first time treating myself for my birthday. I would always get emails immediately if and when I did purchase anything, I just recently noticed that I have been getting large amounts taking out of my checking for purchases that I havent made, it is almost like when I would make a purchase it would be doubled tripled and quadrupled over a span of several days but only would get one email about the one purchase. It was only when I started knowing about this when they started charging me over $500 back to back , when I hadnt made purchases like that, I have contacted Apple support and they have tried to contact them to come to a resolution and both times I have been denied from the game. They will not do anything about it and this all comes to over $7000. I have noticed that many other people are going to the same thing and they were also sued back in 2020 for this exact same thing , I dont understand why no one can do anything about this

  

  Business Response

  Date: 07/29/2024

  We understand that Mr. **** has contacted the BBB in regards to the purchase issue. We are happy to assist him resolving this issue as quickly as possible.
  
  Mr. Rule,  
  
  We are deeply sorry that you received such experience with our game. According to our records, we havent received any complaints regarding overcharges from you. Please note that its crucial to contact us right away if you spot any discrepancies in your orders.
  
  Also, we see that purchases on your account go through iTunes. Since all purchases in the App Store must go through Apple, this means that we do not have access to your billing information and do not track charged amounts on our end. 
  
  We are always happy to help a customer directly.  Mr. Rule, 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 Mr. ***** concerns with the purchase issues.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/19/2024

  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.

  To whom it may concern, July 16, 2024 access to my tier 15 Monday program account was removed. I am no longer allowed to play on an app that I have paid dearly for. I have been told that I have shared my credentials or VPN with others. This is categorically false and big fish and their team (and myself) are the only people who know my friend code and I dont even know what a VPN is. I have asked them for help in assisting me to put my account onto another device after mine was stolen and to secure it. And that is when all the problems began. Now I cant even log in and they are telling me its irreversible. *** asked them repeatedly for help with this. *** even asked them to just give me a new account altogether at tier 15 on the Monday program if something is wrong with the security of my existing account. Now they arent returning emails. Please help. I dont know what I can do.

  

  Business Response

  Date: 07/29/2024

  We understand that  ************** has contacted the BBB in regards to *****. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  Please be informed that sharing your account credentials with others or allowing unauthorized access to your account is strictly prohibited and violates the Terms of Use. Using VPN, anonymizers, or any method to disguise your IP address to circumvent restrictions is also not permitted. Engaging in these behaviors results in immediate and permanent suspension of your account without prior warnings. 
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that the Customer Support Team is the only team that communicates with players directly.
  
  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. 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 her account.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22016777
  
  I am rejecting this response because: I do not believe I have done the things I was accused of doing. I asked for help in securing my account on a new device when my iPad went missing on vacation. I have had nothing but issues ever since. I have since changed credit cards and done everything else I can think of in my power to ensure that my finances are secure. I have even offered to start over on Jackpot Magic with a new friendless account at tier 15 on the Monday program in case it was the account itself that was compromised. I have offered to buy through email with your team. I have offered credit card receipts of all in app purchases to prove I am buying properly. I left the club I was in just in case it was a hack. The only people who know my friend code are myself and your team. I dont know what other credentials are and have no idea what a VPN is or anything that makes someone anonymous. *** repeatedly asked your team for help in securing my account. I have given you my home address and my cell phone to prove who I am. I have gone above and beyond to change my passwords and credit card information etc to ensure that I am secure on my end as it scared me to think that I was vulnerable in any way after my iPad was stolen. Please help. Please. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/07/2024

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

  **************,

  Since the Trust and Safety team is a separate entity from Customer Support, we are unable to discuss or comment on any decision they have made. Customer Support doesn't have access to the full investigation of the case, so we must comply with it.

  Id also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future.

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

  We are always happy to help a customer directly. **************, 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 **************** concerns.

  Contact Customer Support

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

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22016777
  
  I am rejecting this response because:
  I havent done anything to warrant my account access to be removed. I know that my account is still active. I know that every Monday you are giving me my weekly bonus. I also still getting emails telling me to collect a bonus yet I cannot log in and I am not even permitted to unsubscribe to said emails. Please give me my tier 15 account back. I am a loyal player who has done nothing knowingly wrong to warrant such a harsh punishment when others who have admitted doing terrible things have received 5 day bans! I asked for your help in making sure my account was secure. I even changed credit cards associated with the account in case it was fraud on that. I dont know what else I can do on my end.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/20/2024

  We understand that ************** has contacted the BBB in regards to her account. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************,
  
  We completely understand your frustration, however, there is nothing much we can do about this issue. Please note that the Trust and Safety team is a separate entity from Customer Support, their decision is final and not a subject of dispute. Customer Support doesn't have access to the full investigation of the case, so we must comply with it. Unfortunately, the permanent ban cant be lifted.
  
  Id also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future.
  
  ************************************************
  
  We are always happy to help a customer directly. **************, 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 **************** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22016777
  
  I am rejecting this response because:
  I asked big fish for help in securing my account. It felt like someone was getting into my account. They claimed they secured it. Then a week later they removed access to my account. Ive been begging to have this reinstated. I worked so hard on the account. I have offered to start from scratch with a new account tier 15 on the Monday program. Im left with nothing. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/09/2024

  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.

  Twice I had my points reset - along with extra clubs, extra cards, etc. - due to a network reset. I sent detailed information about this to the company on July 5th. Their website says ***** hours for response, and it is now beyond that. Here is what I said in my communication with them: "For two days in a row now "network sync" has reset my play incorrectl. Both days back to ****** points The day before, I had about ***** points, and yesterday about *****. Further, I spent money to buy these, and now they are gone. Also I finished ************************************ course, and it shows as not played. Lastly, I played about 20 of those 4th of July games and had about 38 previews and 12 gold clubs. Time and money wasted". Of course, I have played since then, and won some back. They charge a LOT of money for ZERO CUSTOMER SUPPORT.

  

  Business Response

  Date: 07/15/2024

  We understand that  ************** has contacted the BBB in regards to items loss in their game. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  Thank you for reaching out, my name is **** from Big Fish Games. Firstly, I'd like to apologize for the time it took us to reply to your message. For me to assist, could you please provide me with a list of the items you lost and their quantity.
  
  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 restore all lost items.  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 missing in-game items.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/04/2024

  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 have been a member of BigFish off and on for years. Most recently since Jan 2024 and have amassed 130 games. On June 10, 24. I purchased two games from them for $19.80CAD/$14.03US. The games did not go into my account and to this date still show 'processing' in my Game Library. I contacted them on the same day via a support request and they told me that they never received the funds. I have amassed 18 email conversations with them and included a screenshot of that transaction along with other transactions to them, and also, after contacting Scotiabank I gave them a reference number, which I was told any financial institution can track. Over 3 weeks have passed. Last week they stated it had been 'sent for review". I tried contacting them 2 days ago and now no response.

  

  Business Response

  Date: 07/10/2024

  Big Fish Recent BBB Correspondence:
  
  We understand that ****************** has contacted the BBB in regards to the purchase of a two games which she did not receive. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************, 
  
  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 your concerns have been handled, this should not have happened in the manner it did and the people dealing with your case could have dealt with it with much more transparency. 
  
  We are experiencing an error with our system at the moment, we have seen purchases flagged as being under "Payment Review", this is definitely not intentional, as you have witnessed over the years, we have strived to honor the agreements we make with our lovely supporters and have always done so with honesty and transparency. Nothing has changed, I apologize for the experience you had.
  
  Our engineers are working on the fix to this fault and we update your payments, I'd like for you to give us enough time to do this as soon as possible. I've added 699 points to your Big Fish Games account for you to purchase a desired game while we work on resolving this case.
  
  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 monitor the situation, keep one another in the loop while this fault is being worked on and to achieve our goal, which is for you to get your money's worth.  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 unfulfilled purchase.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21942497
  
  I am rejecting this response because: What was said in this response was not followed through. I am grateful for the acknowledgement that it is an error with your system and not with my payment. I did not receive any correspondence from Big Fish (as they stated they would). I did not receive 699 points as stated, as well. Yesterday I sent a message, including '********' response to this complaint.  I received this response back 
  Hi there ******,
   Thank you for contacting Customer Support. We have forwarded your request for review and will get back to you as soon as we can. As always, we appreciate your patience and understanding.
   Have a lovely day. (with no signature now)
  I have also not received the games I purchased either, the basis of this complaint. This is now over a month since the said incident. If something changes I will update here immediately. 
  
  ***************************

  

  Business Response

  Date: 07/30/2024

  Big Fish Recent BBB Correspondence:
  
  We understand that  Mr./Ms ******** has contacted the BBB in regards to XXXISSUEXXX. We are happy to assist ******/her/themXXX with resolving this issue as quickly as possible.
  
  *****************,
  
  I am sorry for the slowness in our response to the matter, but I can assure you that our engineers are working with different facets within the company to fast track the payment process which clearly has some bug or fault. What I have been doing is to seek updates from the team, I have only seen it fit to provide an outright update once the issue is resolved.
  
  This is why I thought it'd be good to add points in your account to assist you in this trying time. I was under the impression that you did receive the points I had sent to you on July the 15th, I recall you saying "Yes , the extra points have registered and I thank you for that". I've since added 1500 points once more today.
  
  Once more I am always happy to help you 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 kindly ask that you provide us with the necessary time so that we can resolve this issue having given it the time it needs. 
  
  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 have a set date of resolution communicated to you as soon as our engineers have a date for me.  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 any of her concerns regarding the process we've employed and our commitment in getting this issue resolved.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 08/08/2024

  I appreciate the contact from Big Fish and the admission that it is a problem with their system. I do acknowledge that they have sent me points to appease me while they work on the error but it has now been 2 months since the error and I have not received the two games which I purchased and are the reason for this complaint. I have trouble understanding why this is not fixed by now. It is a simple task to flip the game to available to download. 

  

  Business Response

  Date: 08/26/2024

  Big Fish Recent BBB Correspondence:
  
  We understand that  ****************** has contacted the BBB in regards to not being able to download and activate her games purchased on Jun 9, 2024. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************, 
  
  I'm pleased to let you know that the error on order #********* has been resolved and you can now play your purchased games. 
  
  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. 
  
  We hope that we have resolved ******* ******** concerns with being unable to player her purchased games.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 08/26/2024

   
  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:06/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time player on an app called Jackpot Magic Slots owned by Big Fish Casino. I am the leader of my club and have 2 accounts. These accounts I have bought A lot through the app. Today I went to log in like normal and both accounts have a message stating that I am banned. I feel that this message is an error. I have sent BF several emails and have received 1 generic message that they received it but no further responses. Given the fact that I am a regular buyer of chips on this app I feel that this is an inadequate response, and Im looking to the BBB for help in resolving this issue.

  

  Business Response

  Date: 07/01/2024

  We understand that **************** has contacted the BBB in regards to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,  
  
  We would like to clarify that Big Fish is the only authorized seller of the in-game virtual currency and any attempts of selling and/or buying virtual currency outside of our app will lead to a permanent and irreversible account ban. Please refer to our Terms of Use for more information.
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with players directly. Our account blocking system is irreversible, therefore we will not be able to lift the block for you.
  
  Wed also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future:
  ************************************************
  
  We are always happy to help a customer directly.  ****************, 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 Ms. Burtons concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 07/02/2024

  To whom it may concern,

  I am a tier 15 loyal customer on the Jackpot Magic Slots app. I also have an account which is tier 11. I have the bank records to back up every purchase Ive made. Recently my accounts were banned with no warning. No explanation as to why. Big Fish Games has written and said the accounts are banned permanently and the explanation theyve given to me does not make sense. I havent purchased my chips with anyone other than Big Fish in the game and have the credit card receipts to prove this. Please help me to understand what is going on. If it was an honest mistake on their part or if theres more to this than what theyve told me, please fix this situation. Over the years I have spent around a hundred thousand dollars playing what started out as a free game. I have formed a team and am the leader of this team. I havent even been able to log in to communicate with them all that has happened. Id like some sort of resolution here which involves me being able to participate with my accounts again.

  Thank you.

  Customer Answer

  Date: 07/07/2024

  Further more they took several peoples accounts just like mine! Some got a 5 day ban! Why is it some got 5 day and others they took???

  These are my accounts they are taking ones w coins that WE bought from them!!! 

• Initial Complaint

  Date:06/27/2024

  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.

  I have been banned from Jackpot magic slots with no reason and I paid a lot of money when I emailed them there are no response please help me with this scam game I paid over 10,000$I've supported the game then they banned me for no reason

  

  Business Response

  Date: 07/01/2024

  We understand that Mr. Al-aklabi has contacted the BBB in regards to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  Mr. Al-aklabi,  
  
  Big Fish is the only authorized seller of the in-game virtual currency and any attempts of selling and/or buying virtual currency outside of our app will lead to a permanent and irreversible account ban. Please refer to our Terms of Use for more information.
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with players directly. Our account blocking system is irreversible, therefore we will not be able to lift the block for you. Wed also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future:
  ************************************************
  
  We are always happy to help a customer directly.  Mr. Al-aklabi, 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. Al-aklabis concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/20/2024

  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.

  They do not handle any requests once they are emailed it is all just general AI once you ask to file a complaint they stop responding close your ticket they refuse to let you speak to anyone higher and just completely stop responding or anything. Its a rigged game it is now pay to play if you say anything to them about it they make excuses and blame it on the system they have most definitely changed Ive played for over ********************* the game is way worse than it used to be I have been buying for years but now its just sucking up everything I buy with no return and it never was like that before this company bought it. They literally ruined the game and are so uncaring and unresponsive its crazy. Not even sure a human ever responds to any email period. They read msgs private msgs and things its crazy the way they run this app and get away with it. Im so tired of the way they do not respond and they ruined this app and its just greed and no fun anymore I want to quit just trying the last lines to get them to go back the way it used to be before I give up. I do not recommend they have the absolute worst professionalism Ive seen on any major app. They do not care about paying customers or their players in general. The mini games are outrageously hard to where Id have to buy so much I wouldnt be able to pay bills or eat to even try to win the **** games its ridiculous I dont even get real money from this app. I have stopped buying but I still want to report the terrible way the company is and treats people someone needs to start reporting their crooked ways it should be illegal! I get booted from rooms when Im alone I contact them they claim I got my winnings I very clearly did not they stop responding after that its all a scam literally then they tell me to get in the ******** shop to buy more chips its ridiculous

  

  Business Response

  Date: 06/26/2024

  We understand that ****************** has contacted the BBB in regards to game odds. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************, 
  
  While were sometimes able to provide comps to loyal customers such as yourself when our system allows, our primary focus is addressing billing or technical issues. We receive a large number of requests for complimentary virtual chips which can divert us from helping with technical issues, therefore you may receive an automated email that's sent out by our system in order to get in contact with our customers faster. If you get another one of these messages in the future, please reply directly to the message like you have done and one of our Customer Support Representatives will get back to you with a personalized reply as soon as possible.
  
  I'm sorry to hear that the tables have been less generous in your game. However, the odds in the game are the same for every player and while we'd love to tip the scales in your favor, it's outside of our power to do so. While there is no guarantee, we hope you'll soon enjoy your gaming experience again.
  
  If you'd prefer to not purchase in the game, we definitely respect that decision; you're always welcome to collect bonuses and freebies instead, and won't lose any VIP status.
  
  There are a few ways to get free coins in game and with our social channels, so please check the article below:
  
  ****************************************************************************************************
  
  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
  ***********************************************************************************************

• Initial Complaint

  Date:06/10/2024

  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.

  I am writing due my account being banned. My friend code is ********. I received a warning due to scatter rooms literally playing with my friends at a full table......I listened. I just join general rooms and spin. Problem is they send you to your friend rooms when you join and there isn't a way for me to know I'm joining a friends room when you join general. I do this and now I am banned. This isn't my fault at all. I've spent thousands on this app to be treated unfair and targeted. There are people who use programs to purchase a different currency and they don't get banned. Everyone isn't treated fair in this game. Everyone gets their account back but me but I played fair!!!!! Please give me my account back.

  

  Business Response

  Date: 06/13/2024

  We understand that **************** has contacted the BBB in regards to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,  
  
  The Trust and Safety Team is a separate entity from Customer Support, so we must trust and abide by the decisions they make. Please note that Customer Support Team is the only team who is communicating with players directly.
  
  Our account blocking system is irreversible, therefore we will not be able to lift the block for you.
  
  Id also recommend taking a look at our Terms of Use to ensure that you dont ever have to worry about this sort of thing in the future:
  
  ************************************************
  
  We are always happy to help a customer directly. ****************, 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 **************** s concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21827473
  
  I am rejecting this response because:

  I have concerns regarding the decision that my account actions are irreversible. I would appreciate clarification on the apparent inconsistency in how similar cases are handled by your company. Despite my lack of involvement, I find myself facing consequences while others seemingly engage in unauthorized activities with impunity.
  Regarding the issue of scatter rooms, I suggest considering a policy to ban them outright rather than penalizing individuals who inadvertently enter "friends-only" rooms. Given these circumstances, I respectfully request an exception to be made considering the perceived unfairness of the situation.
  I look forward to your response and a resolution to this matter.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/04/2024

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

  ****************,

  We are unable to discuss other players accounts due to security purposes, however,our Trust and Safety team is investigating each case thoroughly and takes appropriate measures if necessary. Since this department is a separate entity from Customer Support, we are unable to discuss or comment on any decision they have made.

  Also, kindly note that Big Fish is the only authorized seller of the in-game currency, therefore, buying/selling chips from/to any unauthorized individuals is violating our terms of Use and will lead to an immediate and permanent account ban.

  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 hope that we have resolved Ms. Turners concerns.

  Contact Customer Support

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

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21827473
  
  I wish to formally appeal the irreversible account block on my account.
  I believe there may have been a misunderstanding or error concerning the account block. As a longstanding customer, I kindly request specific details or reasons for the block to gain clarity on the matter.
  The generalized nature of your responses does not address my specific concerns. I have clearly outlined my issue regarding the complaint filed and my innocence in the matter. Yet, I find my account banned without proper explanation or resolution. This situation undermines customer trust and fails to provide a pathway for improvement.
  I am eager to understand how to avoid similar issues in the future, but being banned from my account complicates this endeavor. I urge reconsideration of the account block and request a detailed response addressing my specific concerns.

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

• Initial Complaint

  Date:06/10/2024

  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.

  April 2024 serious glitches with Big Fish Solitaire game. I have been a member for 4-5 years and am now unable to participate with my club due to Big Fish technical issues and their repeated failure to respond to request to fix the problems. The game mistakenly shows I have over 5 million negative club chips and reflects me as a new player. I have tried everything to fix this and have contacted customer support a dozen times with no assistance. My account number is *******

  

  Business Response

  Date: 06/13/2024

  We understand that  ******************* has contacted the BBB in regards to their account displaying negetive club chips. We are happy to assist her with resolving this issue as quickly as possible.
  
  *******************,  
  
  We understand the concern and frustration you may be experiencing due to the technical issues preventing you from participating in your club activities. These issues include a negative balance in your game account and other technical challenges. We want to sincerely apologize for any inconvenience this may have caused.
  
  We want to assure you that we have made progress in addressing the issues related to your Club chips and Daily tasks, and these issues should now be resolved. Furthermore, as a token of our apology and appreciation for your patience, we have taken the initiative to credit your account with Golf bucks, clubs, and Midas cups. We truly appreciate your understanding and patience as we have worked diligently to rectify these issues. When you open the game next, tap on the envelope icon near the bottom left, and look for a "Just For You!" message. Tap the green **** button, and you can then claim the items.
  
  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 for any other queries. 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 negative club chips.

  Customer Answer

  Date: 06/13/2024

   
  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. Please note that the company has not responded to many requests from other players  for technical assistance with similar issues. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Twice now I have not been able to access the games I paid for. After numerous emails and me submitting codes requested, I have not heard back from their **************** in over a month.

  

  Business Response

  Date: 05/27/2024

  We understand that  ******************* has contacted the BBB in regards to Games purchased issue. We are happy to assist them with resolving this issue as quickly as possible.
  
  *******************,  
  

  I would firstly like to apologize for the delay of waiting for your games to be fixed, this is certainly not the level of service we aim to provide. After looking into your issue, I have processed a refund for the games purchased due to the fact that the issue is still not fixed, the relevant team is still working on a fix. 

  
  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 any other matter moving forward.  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 the security code issue.