Complaints

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:10/08/2024

  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 hearby filing a complaint on JamCity for their egregious gambling habits on players of their game of ****** Emoji Blitz. Reddit should be viewed for a history of players making note of how horrible of a game experience that has been provided since this company took over the game, but the ones I am reporting here that are the most egregious are the following:1) Variant Testing. The company repeatedly puts out different versions of their games to users, at random, which cause a different gaming experience and some players to be able to achieve rewards others cannot. This would be fine if those rewards were set at different places or times, but that's not the case. Simply some players get a "good" variant experience, and others get the "bad" experience and have no chance to get the rewards those with the "good" variant get. Players should not be given different experiences that don't allow them to achieve the same possible rewards.2) Gambling Odds. The game is solely set up to take people's money. It's fine if you are inclining people to pay to get higher rewards or to skip events or finish them faster. But JamCity gatekeeps their events at nauseum, making it so that even players who have played since game launch are blocked out of playing most events without paying very high amounts of money or having gambling odds to luckily get the new emoji to allow them to participate. Even worse, sometimes they make players get MULTIPLE versions of the new emoji with odds 12% or less of even getting one. The ability of these games to dowright become unplayable unless people fork over hundreds of dollars monthly is ridiculous. This type of experience needs to be stopped.

  Business Response

  Date: 10/15/2024

  To whom it may concern;

  Emoji Blitz may run tests for new features with the intention that all players will receive the feature when it has been deemed it is bug free and does not harm the game/gameplay. Players are included in groups that may receive these new feature tests at random and Jam City Customer Support does not control this variable. When the feature is fully tested and vetted, all players receive the feature.
  
  All of our Emoji Prize Box content displays odds for receiving a particular Emoji and complies with industry regulations.
  
  Thank you for taking the time to send us this feedback; player feedback is very useful to us and helps us inform the developer team of how players such as yourself feel when playing Emoji Blitz. We appreciate the time that you take to play and hope you have a wonderful day.
  
  Best regards.
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22394005
  
  I am rejecting this response because:

  It is obvious the business here provided a boilerplate response and didn't even bother reading the complaint.  The complaint is about them using variant testing which provides different rewards and game experience to players thereby making other players lose value and the ability to proceed in the game as compared to others.  By JamCity's own admission through their sales, these digtial emojis have very high currency value.  They sell emojis at times for around $50 for a single emoji and they put out "Black Friday" deals each year for ridiculous prices (apparently not aware that Black Friday is for sales and not outlandish prices).  By not providing the same rewards available to all players, they are effectively providing some players with-of free emojis that others are expected to pay loads of money for.

  Reddit is FULL of complaints about this game and ridiculous costs that JamCity puts forward to players.  In addition it is completely a gambling game.  The odds for getting new emojis in order to complete events is absolutely ridiculous.  Please read reddit at ****************************************** for just how amazingly horrible this company is at gouging people out of money.
  
  Sincerely,
  
  ******* ***** Ii

  Business Response

  Date: 10/24/2024

  Thank you for providing elaboration on how the game makes you feel, it is very important for us to hear it. We will be sharing this with the developer team and want you to know that we greatly appreciate you taking the time to share your feelings and sentiments regarding the testing of new game features. We will continue to vouch for you and others as the voice of our players. If you have any additional feedback or comments in the future please do not hesitate to reach out to us via the in app Support feature.
  
  We thank you for taking the time to play Emoji Blitz and we hope that you have a wonderful day.
  
  Best regards.

• Initial Complaint

  Date:01/17/2024

  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.

  Ik bought cessie on bingo pop for $1.99 then I looked at my statement and they changed me &**** I tried to mail them but they gave me the runaround I dont like that I just want my money back that they overcharged me

  Business Response

  Date: 01/26/2024

  Dear *****,
  I appreciate your bringing your concerns to our attention. We understand that billing issues can be frustrating, and we apologize for any inconvenience caused.
  

  Upon reviewing your support interactions, it appears there might have been some miscommunication. We value our customers' feedback and aim to resolve concerns to the best of our ability.
  

  Regarding the charge in question, we understand your frustration, and we want to clarify the status. Both the Apple receipt and the transaction receipt from your bank show a "Pending" status. This indicates that the charge has not been finalized. If, for any reason, the charge does complete and you still believe there is an error, we would be more than happy to guide you through the process of contacting Apple for a refund.
  

  Please be aware that all credit card transactions for our games are processed through the Apple App Store, as you are using an Apple device. Unfortunately, since Jam City is not the merchant, we don't have direct access to information about your credit card or the transaction details. We understand that this might be frustrating, but we assure you we're here to assist within the limits of our capabilities.
  

  We acknowledge that there may have been tensions in your previous interactions with our support team, and we're sorry if you felt frustrated. We appreciate your patience and understanding as we work towards resolving this matter.
  

  Thank you for being a part of our ******************** If you have any further questions or concerns, please don't hesitate to reach out to us.
  

  Best regards,
  Jam City Player Experience Team
  

  
  

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Unauthorised transaction taking place since July 2023. July R134.99 August R144.99 September R144.99 October R144.99 I did subscribe to your services

  Business Response

  Date: 11/07/2023

  Hello BBB,
  

  Does anyone look at these complaints or do you just negligently throw frivolous complaints at businesses to make them jump through unnecessary hoops?  This is fairly typical of the complaint that gets forwarded to me by the BBB, but this complaint in particular is egregious enough that Im compelled to call you out this time around.
  

  Several issues:
  - The complainant is from ************. Is the BBB supporting international customers now?
  - The email address to get back to the complainant is *************************** Please advise how any of this is ever going to get back to the complainant.

  - This is yet again a generic complaint with nothing remotely close to actionable information

  --No specific date of purchase information
  --No information about what was purchased
  --No receipt information
  

  Im not even going to go into detail to explain why a complaint of an Unauthorized transaction is completely false as the user has to go through multiple deliberate steps to enable credit card charges on their device. The only other alternative is that their credit card has been compromised and thats not something that a merchant has the ability to fix for a customer. 
  

  In order to satisfy the requirement of a response from the merchant, please find the response to this complaint below. Please note that they will not be able to respond and that this will ultimately result in a no response from the complainant disposition for this complaint.  A complete waste of time and effort.
  
  
  Hello ******,
  

  Im sorry to hear that youre having trouble resolving an issue with credit card charges for Jam City services.  With the information provided, Im not able to determine whether youve ever been in contact with our support team. Unfortunately, we dont have any additional information to investigate or review regarding your complaint. 
  

  To clarify, none of our apps have the ability to charge your credit card without your explicit approval and authorization. You should immediately check to confirm that youve enabled security for your purchases made from your mobile device through the app store associated with your device. Both the Apple App Store and the ****** Play Store provide options for you to require a password or biometric authorization for any purchases. If you have the security feature enabled and if, as youve indicated, you didnt make these charges, you may want to contact your credit card company as your credit card may have been compromised. 
  

  In case you werent aware, all credit card transactions for Jam City games are processed through the app store related to your device - the ****** Play Store for Android devices or the Apple App Store for Apple/iOS devices.  Since Jam City is not the merchant, we have no information about your credit card or the transaction. 
  

  Jam City does not have the necessary information to assist you for this type of issue. Our recommendation would be that you follow-up with the ****** Play Store or the Apple App Store, depending on your device type, for additional information and support.  If you believe your credit card has been compromised, then we would recommend that you follow-up with your credit card company and they can provide further information on how to secure your credit card. 
  

  Best regards,
  Jam City Player Experience Team
  

  
  

• Initial Complaint

  Date:10/26/2023

  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 did not buy anything for .85 cents Y Is it being taking out of my account Please put the money back N no longer take money off my card

  Business Response

  Date: 10/30/2023

  Hello ****,
  

  Im sorry to hear that youre having trouble resolving an issue with credit card charges for Jam City services.  With the information provided, Im not able to determine whether youve ever been in contact with our support team. Unfortunately, we dont have any additional information to investigate or review regarding your complaint. 
  

  To clarify, none of our apps have the ability to charge your credit card without your explicit approval and authorization. You should immediately check to confirm that youve enabled security for your purchases made from your mobile device through the app store associated with your device. Both the Apple App Store and the ****** Play Store provide options for you to require a password or biometric authorization for any purchases. If you have the security feature enabled and if, as youve indicated, you didnt make these charges, you may want to contact your credit card company as your credit card may have been compromised. 
  

  In case you werent aware, all credit card transactions for Jam City games are processed through the app store related to your device - the ****** Play Store for Android devices or the Apple App Store for Apple/iOS devices.  Since Jam City is not the merchant, we have no information about your credit card or the transaction. 
  

  Jam City does not have the necessary information to assist you for this type of issue. Our recommendation would be that you follow-up with the ****** Play Store or the Apple App Store, depending on your device type, for additional information and support.  If you believe your credit card has been compromised, then we would recommend that you follow-up with your credit card company and they can provide further information on how to secure your credit card. 
  

  Best regards,
  Jam City Player Experience Team
  

  
  

• Initial Complaint

  Date:09/18/2023

  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.

  Hi my name is ******* i was charged ****** from my debit card i did not authorize this charge i need a full refund asap

  Business Response

  Date: 09/20/2023

  Hello *******,

  
  Im sorry to hear that youre having an issue with a purchase via your mobile device. Please make sure that you take full advantage of the security features that are available to you, both with your device and the ****** Play store, to protect yourself from unwanted purchases. We strongly recommend that you secure your device with a passcode or a biometric unlock (your finger or thumb print) to keep someone from accessing your device.  Additionally, when you enter your credit card into your ****** Play account, you have the option to require an approval for all purchases via a password or a biometric approval.  Enabling these features will allow you to protect yourself from unintended purchases.
  

  Just so youre aware, all credit card transactions for Jam City games are processed through the app store related to your device, which in your case, would be the ****** Play Store. Since Jam City is not the merchant, and the image you shared with the BBB does not have any transaction information, we have no information about your credit card or the transaction.   
  

  Since we do not have the necessary information to assist you with your refund request, we need to refer you back to ****** to make the refund request. ****** will normally provide a one-time refund approval as a courtesy, as long as this is a first-time request and is made within 30 days of the purchase.
  

  Best regards,
  Jam City Player Experience Team
  

  
  

• Initial Complaint

  Date:06/13/2023

  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.

  Explanation of charges & refund On line (Jurassic World ) $9.99 (Jurassic World) $4.99 (Roblox) ****. You guys made charges I didnt even do , the total of charges that was taken out of my accounts was $71.93 want a refund from what I purchased including what u taken from my account

  Business Response

  Date: 06/16/2023

  Hello *******,

  Im sorry to hear that youre having trouble resolving an issue with credit card charges for Jam City services.  With the information provided, Im not able to determine whether youve ever been in contact with our support team. Unfortunately, we dont have any additional information to investigate or review regarding your complaint. Also, just to call out, since you mentioned charges for Roblox, that is not a Jam City game.   
  

  To clarify, none of our apps have the ability to charge your credit card without your explicit approval and authorization. You should immediately check to confirm that youve enabled security for your purchases made from your mobile device through the app store associated with your device. Both the Apple App Store and the ****** Play Store provide options for you to require a password or biometric authorization for any purchases. If you have the security feature enabled and if, as youve indicated, you didnt make these charges, you may want to contact your credit card company as your credit card may have been compromised. 
  

  In case you werent aware, all credit card transactions for Jam City games are processed through the app store related to your device - the ****** Play Store for Android devices or the Apple App Store for Apple/iOS devices.  Since Jam City is not the merchant, we have no information about your credit card or the transaction. 
  

  Jam City does not have the necessary information to assist you for this type of issue. Our recommendation would be that you follow-up with the ****** Play Store or the Apple App Store, depending on your device type, for additional information and support.  If you believe your credit card has been compromised, then we would recommend that you follow-up with your credit card company and they can provide further information on how to secure your credit card. 
  

  Best regards,
  Jam City Player Experience Team
  

  
  

• Initial Complaint

  Date:06/12/2023

  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.

  this app has continued to charge me in app game purchase that i have not used or made: below are the charges and date i want $49.55 refunded ASAP Jun 4 2023 $10.66 Jun 4, 2023 $2.12 May 30, 2023 $10.66 May 30, 2023 $5.33 May 22, 2023 $4.79 Mar 27, 2023 $5.33 Mar 22, 2023 $5.33 Mar 16, 2023 $5.33

  Business Response

  Date: 06/16/2023

  Hello *********,

  Im sorry to hear that youre having trouble resolving an issue with credit card charges for Jam City services.  With the information provided, Im not able to determine whether youve ever been in contact with our support team. Unfortunately, we dont have any additional information to investigate or review regarding your complaint.   
  

  To clarify, none of our apps have the ability to charge your credit card without your explicit approval and authorization. You should immediately check to confirm that youve enabled security for your purchases made from your mobile device through the app store associated with your device. Both the Apple App Store and the ****** Play Store provide options for you to require a password or biometric authorization for any purchases. If you have the security feature enabled and if, as youve indicated, you didnt make these charges, you may want to contact your credit card company as your credit card may have been compromised. 
  

  In case you weren't aware, all credit card transactions for Jam City games are processed through the app store related to your device - the ****** Play Store for Android devices or the Apple App Store for Apple/iOS devices.  Since Jam City is not the merchant, we have no information about your credit card or the transaction. 
  

  Jam City does not have the necessary information to assist you for this type of issue. Our recommendation would be that you follow-up with the ****** Play Store or the Apple App Store, depending on your device type, for additional information and support.  If you believe your credit card has been compromised, then we would recommend that you follow-up with your credit card company and they can provide further information on how to secure your credit card. 
  

  Best regards,
  Jam City Player Experience Team
  

  
  

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a token pass for ***** in Jam Citys ****** Emoji Blitz for $22 but then I lost over 100 characters, some of which I paid for and lost access to the token pass and 2 months worth of purchases and progress. They havent responded to my emails about correcting this error and/or refund my money in over a week. **************** ticket # *******. Its been 3 weeks with no resolution and Im emailing them daily. There # doesnt seem to have a customer service option.

  Customer Answer

  Date: 04/27/2023

  My full address is ********************************************************************

   

  Business Response

  Date: 05/05/2023

  Hello *****,
  

  Im sorry to hear that youre experiencing difficulty with your ****** Emoji Blitz game.  I see that youve indicated that you have already contacted our support team and can confirm that someone is already assisting you. I understand that it may feel like its taking longer than youd expect for ** to respond to your requests, but fortunately every interaction is date and time stamped so I can confirm that things are moving along appropriately, especially in light of the volume of messages we have received from you.  
  

  I see that it was also requested that you refrain from submitting duplicate requests and multiple updates to your current support request. Unfortunately, youve disregarded that request and that, along with multiple updates to what you believe youre missing, is most definitely increasing the time it is taking for ** to resolve your issue. 
  

  We will do our best to continue assisting you to see that this is resolved. 
  

  Best regards,
  Jam City Player Experience Team
  
  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19987733
  
  I am rejecting this response because: It does not address the issue of a refund of $22 for the token pass in April that disappeared when the game was restored. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/12/2023

  Hello *****,
  

  It looks like you may have replied to the BBB response before one of our team members was able to resolve your request.  
  

  Regarding your quest pass, I've confirmed that you were able to claim the rewards up to tier 13 before you experienced any issues.  Due to difficulties you experienced, we credited you with the rewards from tier 14 through 17 so you were able to obtain the rewards from your quest pass. 
  

  It appears that your issue has been resolved and do hope that you continue to enjoy playing ****** Emoji Blitz.
  

  Best regards,
  Jam City Player Experience Team
  

  
  

  Customer Answer

  Date: 05/15/2023

   
  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:04/18/2023

  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 encountered an issue while playing Hogwarts Mystery that is, at best, a glitch, and at worst a scam to force people to spend money to advance in the game. I have reached out to customer support and received an automated message that someone would be in touch in hours however no one has contacted me.

  Business Response

  Date: 04/21/2023

  Hello ******,
  

  Im sorry to hear that youre having such difficulty with your *********************** Hogwarts Mystery game.  I see that you indicated that you have already contacted our support team and Im sure that someone has responded to you already.  Based on your complaint, it sounds like you may have missed the following message in the acknowledgement message when you submitted your support request:
  
  Thank you for contacting Jam City Support. This is an automated message to confirm that we have received your request and our player support team will assist you as soon as someone is available. We typically respond to requests for support within 48 hours or less.
  

  Based on your complaint, Im sure this is something that our support team can assist you with. I can assure you though, you should be able to complete all of the content that Hogwarts Mystery has available and none of the content requires you to spend money. There are options for you to pay for convenience to complete content, should you choose to accelerate your journey through *********************** Hogwarts Mystery. 
  

  I do hope that you continue to enjoy playing your game. If you have any further questions regarding *********************** Hogwarts Mystery, or need assistance, our support team is available to assist you seven days a week and wed be more than happy to help.
  

  Best regards,
  Jam City Player Experience Team
  
  

• Initial Complaint

  Date:02/07/2023

  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 was playing bingo pop and the game froze multiple times resulting in me losing at least **** cherries. I contact support multiple times over several days and they said they sent them to my inbox. I never received them. They asked for my user Id again and said they sent them. Still never received them. They asked for my user Id again which I sent and then never heard anything back. I asked for a timeframe as to when this would be resolved and didnt hear back. I just want my cherries sent to me.

  Business Response

  Date: 03/17/2023

  Hello *****,
  Im sorry to hear that you were having trouble with your Bingo Pop game. 
  I wasnt able to find any record of your support request with the information provided here. If you can send me your game client ID, well be happy to follow-up and review your request.  If this is a purchase issue where you didnt receive your purchased items, please send a copy of your purchase receipt and we can address any missing items.  
  Well look forward to hearing back from you. 
  Best regards,
  Jam City Player Experience Team