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:05/20/2024

  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.

  My name is ***************************, I am writing in regards to an extremely serious issue Im experiencing with Big Fish Games and Casino. My FC is ******** and I have been a member of this site for over a decade. . I have spent hundreds of thousands of dollars over the years to big fish games. Recently I had the sites largest windfall and shattered all records.I closed the application late morning on Tuesday May 14th, I had 168 Trillion chips in my account. Shortly afterwards I received a screenshot showing me my chips had disappeared and I was left with a balance 310 Million. I have not accessed my account since I signed out Tuesday morning. They will not allow me back into my account now stating I have been banned for violating the terms.Despite several email inquiries over the last several days, I have not received any response from them. This is not just unprofessional but ignorant and unacceptable. As a valued customer, I am extremely troubled by the lack of acknowledgement in such a serious matter. My primary request is the immediate reinstatement of my 168 trillion chips as no alternative action will suffice to resolve this matter satisfactorily. I thank you for helping me in this matter as I am unsure what else to do at this point. Hopefully we can have this resolved quickly so I can get back to enjoying my game. Sincerely ***************************

  

  Business Response

  Date: 05/22/2024

  We understand that Ms. ***** has contacted the BBB in regards to the blocked account. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *****,  
  
  Big Fish is the only authorized seller of the in-game virtual currency and any attempts to sell and/or buy 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.
  
  ************************************************
  
  After taking a look into your account, we saw some unusual activity on the account that violates our Terms of Use?, and due to this activity, the account has been banned. Due to the nature of this activity, this decision is final. 
  
  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. Joness concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21737334
  
  I am rejecting this response because:

  I was not selling chips! I hit 2 Grand Jackpots on 20x surge and won 278 trillion chips. My Club is in Legends in 1st place. We are the best club around. I don't friend random people only people in my club. Big fish gives us the option to play public, friend , or private table. I only play private tables that way leeches and squatters can't join. Big fish first disabled my chat so I wasn't allowed to talk to anyone period, and then disabled my scatter games. Why bother having the options to play friend or private tables if you are going to just accuse people of doing things they are not doing. I shattered all records ever with my two wins. I was a Tier 16 VIP for the hundreds of thousands of dollars I have spent with ************* After my two huge wins I obviously didn't have to spend any money with them and that upset them! This is ridiculous, and if I have to move forward with an Attorney then so be it!

   

  You are falsely accusing me of something that I MOST DEFINITELY WASN'T DOING! REINSTATE MY ACCOUNT, PUT THE *********** CHIPS I HAD BEFORE YOU PULLED THIS BS BACK INTO MY ACCOUNT, OR YOU CAN REFUND ME EVERY CENT IVE EVER SPENT PERIOD WITH YOUR HORRIBLE COMPANY!!

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

• Initial Complaint

  Date:05/14/2024

  Type:Billing 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.

  Ive been playing this game for years and have spent Thousands of real dollars, I dont have an exact amount but I can pull up records and bank statements. They constantly cheat me out of my money. I email them my concerns and they get back to me with sarcastic replies like better luck next time. Then they threaten to ban me. Theyve charged my account numerous times, that *** had to dispute and this is becoming a real issue. They do absolutely nothing about it! I can provide receipts.

  

  Business Response

  Date: 05/16/2024

  We understand that ****************** has contacted the BBB regarding the game odds. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************,  
  
  We understand your frustration with our payouts.  While it can be frustrating to not win, it is important to note that this a game of chance and outcomes are random. And while there is no guarantee, we hope you start enjoying your game experience again soon.
  
  In addition, our support team cannot change the outcome of the game, therefore inquiries in this category will not be addressed. We are here to help you with all matters within the scope of technical support, so should you need further assistance with technical issues in your account, please do not hesitate to write to us.
  
  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. ******** concerns with the game odds.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of issues, April 26, 2024. BIGFISHGAMES charged me for a monthly subscription without my consent and no payment method is saved on my account. I do not have my bank card on my account and have proof of this. I have reached out to BIGFISHGAMES multiple times and each email I get is a run around about the fact they fraudently charged my bank account for month subscription. I do not know how they can charge my bank card if its not saved in my payment method on my account. Charge for monthly subscription $7.67. BIGFISHGAMES done this one other time many years back and same thing as to my bank card not saved on my bigfishgames account. I did not save my bank card information on their website. I again sent another email and proof i was charged as well as i sent copy that my payment method is not saved on their website. I want full refund. I know this amount is not a lot of money, but its the matter they have my bank information saved somewhere to be able to charge me forsubscription and again i do not save my card on their website. On each attachment is communication between bigfishgames and myself. Proof from bank transaction made by bigfishgames. On last attachment you will see that it says recurring payments. It should not be.

  Customer Answer

  Date: 04/30/2024

  BIGFISHGAMES has sent email as of today 04-30-2024 stating they have issued my refund. I will let you know if they did not do so.

  Customer Answer

  Date: 05/06/2024

  Bigfishgames has issued full refund. The fact remains as to how they have my payment information and can charge my card when its not on file is troublesome. I have since Bigfishgames charged my payment card. I have closed that card out.  Bigfishgames refunded me, but the issue remains that they charged my card and I of course have not gotten any answers as to how they had that information. I asked them to explain how they can do this. Still no answer.

  Outcome: refunded

  Outcome: no answer as to how Bigfishgames had my card information when not saved on my account.

  

  Business Response

  Date: 05/10/2024

  We understand that  ********** has contacted the BBB in regards to being charged for a Big Fish Games ********* without their consent. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********, 
  
  You contacted the BBB regarding being charged for a ********* membership without your consent or giving us your card details to use. I'm sorry but the only way to sign up for a membership is to either do it on our website or Game Manager and accept the terms of use. Even if you have it has been suspended for any reason such as non payment, we are unable to reactivate it for you.
  
  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 clear this uncertainty about the *********.  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 ********* and payments.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/10/2024

   
  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:04/22/2024

  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 a member of BigFish.com for many many years dating back to 2008. I spent a lot of money on games over the years. I have recently purchased a new computer and would like to play my already purchased games but when I download them I continue to get an error code stating I need a new unlock key. I notified the company through their email help ticket system in February 2024 and representative by the name of ***** did respond with some trouble shooting information that didnt work. I tried it step by step several times. I replied to her email and let her know it didnt work. She said shed get back to me but never did. I waited till the beginning of March for any reply but nothing. I then filed another help ticket and have yet to receive a reply. I continue to get error code ******. It is not right to pay for so many games and not have access to them.

  

  Business Response

  Date: 04/27/2024

  We understand that  ****************** has contacted the BBB in regards to not being able to play your games due to needed a security key. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************, 
  
  Ive included your key below, and you should be able to use this information for all of your games. To enter the key, simply follow these steps:
  
  1. Run the game that has been getting the security key error.
  2. Click OK when prompted.
  3. Enter the information listed below in the 'Name' and 'Key' fields.
  4. Click OK to submit this information. If successful, a message saying that the key is valid and has been stored successfully should appear.
  
  Please note that when entering security keys, you will be prompted for two pieces of information: "name" and "key". Please enter the information listed below into the "name" and "key" fields.
  
  Heres an example of how to enter the information:
  
  Name: Unixe
  Key: 4EFE-4E22-E07C-957C
  
  If possible, I recommend using the Copy and Paste functions to enter the key, as this is faster and more accurate than typing the key by hand.
  
  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 games working again.  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 accessing your games.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/02/2024

   
  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:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently enrolled in the *** weekly bonus program and I'm noticing that I'm getting various amounts,mostly low bonuses yet I'm spending the same amount of money if not more. It shouldn't be that way. I reached out to customer support and all I get back is a prefilled reply telling me that no one can respond to my ticket. I don't understand this. I've spent so much money and time on this app and I just want it to be fair. It shouldn't be that one week I get barely a billion coins and the next week I get 5 billion and then the next week barely 2 billion when I'm spending the same amount of money. Someone needs to explain to me what is going on because if I had of known that it would be like this then I would have never enrolled. I was told it would be a big comp, that is nowhere to being big especially when you've spent thousands. Still being cheated!

  

  Business Response

  Date: 04/22/2024

  We understand that ********************** has contacted the BBB in regards to the amount of virtual chips she receives as an Exclusive VIP Credit. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************, 
  
  Our system automatically credits you chips 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.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Ms. ********** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21576298
  
  I am rejecting this response because I know that they are adjusting other members accounts. I've seen responses from other players who have had their daily and weekly bonuses adjusted. I don't believe it's fair especially when I know the amount of money is more than others in my tier. Other players are getting a higher percentage on their piggy banks, higher coin packages, higher daily spins and better offers all around. You can't say you have no control over what a player receives when I've seen first hand that you do. If the bonuses are based on a system calculation then that system is seriously flawed and needs to be looked at. It should be fair all around. I spend a lot of money on this app and I want to be treated fairly. I don't appreciate the copy and paste responses as it makes me feel I'm not valued as a customer. I would like someone to actually look into my account and see the money I spend on a daily as well as a weekly basis and then tell me I'm getting the maximum bonus. There's no way you can justify those discrepancies between the different weekly bonuses. I want to qualify for higher coin packages, higher percentages on my piggy bank as well as other perks of being a VIP. I also was never offered a daily bonus like I know other players receive. It's bad enough that we spend so much and can't win jackpots, can't win contests, can't win Reel Rivals and it's disheartening when other members tell you about all the perks and coins they receive while spending less than you do. I truly enjoy playing on this app but it's beginning to feel like you pick and choose who you want to treat fairly and others are treated poorly. That is not right! I can't really enjoy myself playing without buying coins because the little bit I receive in a daily spin is gone very quickly. If you don't buy, you can't play. I just want to be treated fairly in regards to everything I've addressed. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/22/2024

  I reject your response because I know how much money I've been spending and I know for a fact that other members within my tier are getting way more than I am yet I'm spending more money. I just received my weekly bonus again today on April 22,2024 and it's even lesser than last week and I spent way more money throughout the previous week so something is off with the so- called automated system. Your engineers need to check it and fix it and make sure it's operating properly. You can't justify the huge discrepancies between the different weeks especially if you take into account how much money I've been spending. As members we should be treated equally and fairly. As VIP players we should have better perks and bigger payouts. Look at my account, see all of my transactions and then tell me if what I received was fair? I don't want to read any copy and paste statements about how you have no control over it. I want someone with access to the computation system to investigate and fix whatever is wrong with it. Players are being cheated and when we ask for help, you simply lie and say you don't have the authority to help or change anything and that is simply not true. I've seen responses from other players where you've re adjusted their bonuses to make sure they're getting the maximum. You pick and choose who you want to help and it's not right!!! 

  Customer Answer

  Date: 04/26/2024

  I don't understand your response. I thought you were here to help people but apparently you value your relationships with businesses more than consumers. Very disappointing. The next time I need assistance with any situation regarding a business, you will be the last resort. You simply decided to accept their position. This is the same business that has been sued multiple times for their shady tactics. They are being sued presently for cheating their customers and you just by pass all of that and just accept their lies. Thanks for nothing!! 

• Initial Complaint

  Date:04/12/2024

  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 see other complaints about these issues. The first one is I made a purchase on Jackpot Magic Slots on March 8,2024. I purchased the piggy bank for $***** and it was supposed to give me *********** plus 100% which would have given me ************* . I only received the ***********. Every time in the past I have always received the amount currently shown plus the 100%. I contacted them multiple times and didn't get any satisfaction. No compensation or my piggy bank adjusted. Understand I've spent thousands of dollars on this app. My friend code is 25811406.The second issue is that I have duplicate charges. So when I went to make a purchase it said something about it being busy or something and so I tried a second time and it went thru. I only received the amount of chops for tge one purchase but was charged twice. This happened several times. The purchase history is so confusing as it doesnt get charged to your account with any consistency. For example, I got a charge on 4-10 for a supposed purchase from March 31st. On 3-29 I received charges from 3-24 but also received charges on 3-24 not once but twice. They have me purchasing at 1:08 am, 6:07 am, 1:18 pm and 11:43 pm for tge charges billed on 3-29.Then on 3-24 charging me on 10:56 pm and 11:04 pm (which wouldnt even be possible to use that many chips!)Then on on 3-24 more charges for 10:27 pm and 7:49 am; as well as charges for 3/23 at 6:32 am. On 3-23 I have a charge at 6:21 along with a charge for 3/22 at 11:43 pm. These charges are each either ***** or more frequently *****, without tax!Can you please look into this. Im only going back a few weeks, but Im sure if I went back Id discover more fishy stuff (no pun intended).Im attaching print screens for further explanation Thank you for your attention!

  

  Business Response

  Date: 04/17/2024

  We understand that ********************** has contacted the BBB in regards to ********** purchase and duplicate charges. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************,
  
  Please be advised that the amount of virtual chips you received while purchasing ********** on the 8th of March already included extra 100%. I apologize for any confusion that the visual glitch in the user interface may have caused. To show our appreciation and make up for the inconvenience caused, we have credited your account with some virtual complimentary chips on the 14th of March.
  
  In regards to your concern about duplicate charges, I can see that purchases on your account go through iTunes. Since third party vendors, like iTunes, sometimes bulk multiple charges together, I'd recommend you to contact iTunes Customer Support if you have any questions regarding these transactions as unfortunately, we are unable to access iTunes billing system or look into a purchase history. 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.
  
  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. Parkinsons concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:04/07/2024

  Type:Billing 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.

  Been a member since 2007 & pay monthly membership. Last purchase was Sept. 2021. Husband got sick in Jan. 2022 & I stopped playing games to care for him but allowed membership to continue. Husband passed in Jan. 2024 & I went to play games but found that all game credits (approx 20) had been removed. Plus they had converted to points system but mine were not converted. Also my information and membership had been removed yet they're still getting paid monthly. They reset all my games to download status. Only thing remaining on my account was user ************** I initiated a case and it went back & forth for a few weeks but I was told that there's nothing they can do & they would no longer respond to my problem. Since they say I dont exist, they wont help me. I initiated another case & received a response that they're reviewing it but have not heard anything since and I've asked for a status several times. They owe me either a refund for 30 months @ 6.99 a month along with 6.99 for each credit they took from me for a total of $348 (I'm not asking for tax) OR credits I had need to be converted to points & give me points I've already paid for in last 30 months. In 2022 I had been a member for 15 years so would never have guessed they would remove my membership without notifying me. I can't cancel membership fee they're taking because nobody answers the phone# associated with this charge. I've asked Big Fish to review their records for past phone #'s but got no response. My bank statement clearly shows ******************************** received copy several times so it can't be disputed. Per my bank the only way I can stop paying them is to cancel my debit card & request another but then I can't pay my bills. If I'm paying for a service/membership & receiving nothing then I would think this is fraud. Not sure if this is correct address because youre listing *************************************************************************************************************************).

  

  Business Response

  Date: 04/23/2024

  We understand that  ******************* has contacted the BBB in regards to her ********* points not accumulating although she has been paying for ********* subscription. We are happy to assist her with resolving this issue as quickly as possible.
  
  *******************, 
  
  Thank you for contacting Big Fish Games, my name is ****. The points you have accumulated over the past few years are in an account registered to *********************** with the email address ************************** I'll be in touch within the next 72 hours with next steps on transferring these points to your account.
  
  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 either transfer the points or merge your accounts.  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 Big Fish ********* points.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/23/2024

  I'm not sure how to respond to this. The fact that you received a response from **** about my points being in another account with my husbands name on it and an email that hasn't been used since late 2000's when we moved and disconnected all service with that company is concerning me because I kept being told I didn't exist for the past 3 months.  I don't know how he got my husbands name because my husband has never used this account and basically only used apps that I set up for him on his phone.  My husband also never had access to the email he's referring to and has never used a computer; he was technologically challenged and I wouldn't let him near mine.  And why would my points be moved to an account (that I never setup) without authorization from me. I've been going back and forth with Big Fish since January and never getting anywhere.  I'd like to keep this on hold for the time-frame of 72 hours he's stating he'll contact me within.  Also would like to be sure I'm getting enough points to satisfy the funding that they've been receiving for the past few years.  Please let me know if this is possible. Based on the poor customer service I've been getting from Big Fish I'm not comfortable closing this.  I'd like to respond with a resolution once I've spoken with **** if that's possible.  Thank you...

  Customer Answer

  Date: 04/29/2024

  This has finally been resolved (after 4 months) to my satisfaction.  I received an appropriate amount of credits for the past few years.  Thank you for assisting with this resolution...

• Initial Complaint

  Date:04/03/2024

  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.

  Being a disabled stroker survivor, began to buy games to help my mind. From big fish on 3/31/2024 when I could no longer play my purchased games, I contact Big Fish that lead to run around more than once. The last two games that purchase, before this began. Big Fish never sent my games but they took the money from, from my account on 4/1/2024 I have purchased 57 games from the site. The amount list is far from what paid

  

  Business Response

  Date: 04/27/2024

  We understand that  ****************** has contacted the BBB in regards to not being able to play some of her purchased games. We are happy to assist her with resolving this issue as quickly as possible.
  
  ******************, 
  
  I understand that you have had some trouble with accessing and playing your purchased games, however, we do not have enough information do determine the cause of this. In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problem. Please reply with the following information:
  When exactly did the error or problem occur?
  If you received an error message, what does it say?
  Any recent changes to your system (anti-virus update, new hardware) ?
  Does the problem occur when trying to play a single game or for multiple games?
  Which operating system is on your computer (Windows XP, Windows 7, Windows 8, Mac)?
  
  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 you access to your purchased games.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ****************** concerns with accessing and playing her purchased games.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service 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.

  Big Fish casino had a promotion to win a bronze vault boost.Friend code ******** You must spin 150 times at 10 million a spin to win an unlimited bronze vault boost.. The promotion had a time limit which started on March 28/2024 (screenshot with date on bottom right corner.. The next day I got a pop up saying I won the Bronze vault boost contest which entitled me to collect a higher bonus 1/2 hour. When I actually looked at the pop up what i won was for 1 second This is outrageous So I sent a complaint to CS and am still awaiting a review. Why so long when others in BF never received any bronze vault boost for spinning 1.5 Billion chips away for nothing.. So Players like me spun over 1.5 billion chips to win a contest to get a bronze vault boost for 1 second. This promotion was very misleading thru its imagery. I would like to be compensated for the 1.5 billion chips that I spun for this promotion. I spun all day at 10 million a bet and lost billions and billions. As a long time player of this game there was no chance any player of BF was going to get a Bronze Vault Boost. I have many other friends who did what I did & not one of them got the Bronze Vault boost. All they got was the pop up for 1 second. You also had a technical issue on the Magic Flame stickin spree game which I didnt send a ticket on. Because the amount I lost wasnt worth writing in. But to loose 1.5 Billion chips to win a 1 second boost is beyong ridiculouts. ( I have enclosed Screenshots with the date and time on the bottom right of each to show when the promotion started and when I signed in the next day saying I won a bronze vault contest for 1 second.I sent a ticket asap and was told my concern was under review. I dont know how long a review takes or how long it will take.

  Customer Answer

  Date: 04/03/2024

  The game app finally responded with a small amount of virtual chips and a bronze vault boost. I am not going to proceed anymore with my BB complaint. I appreciate you forwarding my message. But at this point going forward I will just be uninstalling the game app & not playing this one anymore. So you can close my ticket. 

  

  Business Response

  Date: 04/04/2024

  We understand that  Ms. *********** has contacted the BBB regarding the incorrect boost duration. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ***********,
  
  We work hard to maintain the high quality of our game service, however, technical issues are still possible with any online services. We are deeply sorry to hear about the recent issue with Bronze Vault Boost, we can assure you that measures were taken to prevent such cases in the future.
  
  According to our check, on 2024-04-03 you were provided with the extended Bronze Vault boost as a compensation and it is active till 2024-04-06. Once again we genuinely apologise for the inconvenience caused.
  
  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. 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 incorrect boost duration.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/04/2024

  I find this somewhat to my satisfaction so you can close my ticket

  Customer Answer

  Date: 04/04/2024

   
  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:03/31/2024

  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 got a new phone and new ******** due to stalking in my personal life. I connected my Tier 15 account to my new ******** and I login the next morning and i'm banned. I wrote them and they refuse to give me my account back or go further into explanation. You make someone spend that much money and then tell them too bad so sad all you've built is gone with out a detailed explanation is unacceptable. I don't even understand how that is legal! I don't care what their terms of conditions are if what they put in there isn't legal they can't enforce it. I can say you can have my first born child in a contract and sign it but a Judge would never let allow it to fly no matter if I agreed. Just give me my account back this must of been a misunderstanding. My friend code is ******** Make this right! I never even got a warning for ****** sake

  

  Business Response

  Date: 04/04/2024

  We understand that  Mr. **** has contacted the BBB regarding the account ban. We are happy to assist him with resolving this issue as quickly as possible.
   
  Mr. ***** 
   
  We are glad to inform you that your account has passed a security check and you can get back to playing your favorite slots. We're sorry for any trouble it caused you. Thank you for your patience in resolving this. 
   
  However, we would like to remind you that Big Fish is the only authorized seller of the in-game virtual currency and any attempts to sell and/or buy virtual currency outside of our app will lead to a permanent and irreversible account ban. Also, VPN usage with our apps is prohibited. Please refer to our Terms of Use for more information: 
   
  ************************************************
   
  We are always happy to help a customer directly.  Mr. ***** you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
   
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to discuss the case.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
   
  We hope that we have resolved ************** concerns with the account ban.
   
  Contact Customer Support
  ***********************************************************************************************