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:07/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Over charged During the month of July, there are multiple charges By **** for which I did not request and/or did not get the items for the game CANDYCRUSH. **** said the amounts were compiled and billed hence larger amounts. That is an emphatic NO. When I made a purchased of gold bars, it was for 50-bars @ $7.99. I would only purchase once a week.7/28/25 ***** 7/18/25 ***** 7/17/25 ***** 7/8/25 9.99 There are additional charges on my account for which I am not disputing nor did i post above.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 entered the Candy Crush All Stars tournament in reliance on King.com's promotional materials and terms and incurred financial losses. The tournament was conducted in a manner that involved false advertising and failure to adequately prevent or address widespread cheating, thereby materially altering the nature of the contest and rendering it unfair.Specifically:The tournament was marketed as a legitimate competition, rewarding skill, good faith, and fair play.Participants, including myself, invested considerable time and, often, money based on the belief that the tournament would be monitored to ensure a level playing field.Despite numerous reports and evidence presented by players, King.com failed to investigate or take action against users engaging in exploitative or bot-assisted gameplay. King.com, in their terms and conditions, has acknowledged several forms of cheating that they are unable to adequately monitor including playing in airplane mode, enlisting bots, or creating new accounts to compete levels they have previously completed with ease. Other online game tournaments do not allow multiple accounts created for competitive gain, offline gameplay, or bot assistance. These methods of cheating are likely not resolved because customers acting in good faith continue to expend resources that they would otherwise not if they knew there was no chance at winning. This allows King.com to profit off both the cheating players and those acting in good faith and inherently creates a reverse incentive for players to act in bad faith. I have played Candy Crush for 10+ years and am nearly on level 19k. I played almost the entire tournament against people on levels 2k-6k. There is a lesser reward of purple candies for replaying previously beaten levels, so I was forced to play significantly harder levels than others. Additionally, these people with multiple accounts would have beaten these levels before giving an unfair advantage.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 complaint concerns the deceptive and unfair practices employed by **** (*******************) during the 2025 Candy Crush Allstars competition, which commenced on March 20th, 2025. I diligently reviewed and adhered to the official terms and conditions of the competition as a participating player. I successfully progressed through the initial stages, ultimately reaching the second knockout round. To achieve this advancement, I invested approximately $1,000 in in-game purchases. The second knockout round was explicitly defined as a 96-hour individual competition, with team play strictly prohibited according to the stated terms. However, it became apparent that numerous participants who subsequently advanced to the final knockout round engaged in continuous gameplay for the entire 96-hour duration. Given established sleep science, it is highly improbable, if not physically impossible, for a significant number of individuals to sustain wakefulness and focused gameplay for 96 consecutive hours. This strongly suggests that ************************** either knowingly permitted the use of prohibited team play strategies or failed to prevent the use of automated software ("bots") by certain players. Had I been aware that some participants would be allowed to circumvent the rules through the use of bots or team play, while others were bound by the official terms, I would not have participated in the competition nor would I have incurred the significant expense associated with my in-game purchases between March 20th, 2025, and April 21st, 2025. I am formally requesting compensation for the funds I expended on in-game purchases during my participation in this demonstrably unfair competition. I believe ********** ********'s failure to enforce its own terms and conditions has resulted in financial detriment to players like myself who competed in good faith. I look forward to your prompt attention to this matter and a resolution that ensures fair practices for consumers

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We became aware that a child had made many purchases on candy crush saga using my Apple ID without consent. We reached out to Candy crush who stated we had to go through ***** for refunds . We followed the instructions and ***** denied the refunds saying the purchases were ineligible. We even spoke with a senior tech at ***** who told us we had to approach the app owner. We feel we have been given the run around by the app owner. These purchases represent over $100.

• Initial Complaint

  Date:02/14/2025

  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.

  My wife purchase a $50 gift card for use with King.com. We have attempted to transfer the account balance from the gift card to my king.com account without success. I have chatted with their support **** several times without any success. It is unacceptable that I have spent so much time trying to use or retrieve these funds. I want a full refund immediatley as I no longer want to be a client of theirs.

  Business Response

  Date: 02/26/2025

  This matter has been resolved directly with the player.

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau

  After multiple attempts, I finally was able to reach a support *** that was willing to assist me.    As a side note, King.com should not be selling gift cards that they cannot honor without spending so much time seeking a resolution.

  Thank you for your assistance.

  **** *******

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 the game Candy Crush run by King.com and while their business practices used to be correct and legal, they have grown more illegal and they consistently put out rules and information for the game that choose to be false. There have been numerous times where i have purchased something, and lost part of my purchase, and there have been even more times where I have played an event that should allow me to win awards - and where I didn't receive the award. When I contacted King.com they denied it and said that I should just keep playing and that they didn't see any evidence that I should have been awarded anything. I've attached screenshots of their "rules," which never state any specifics and make it seem very easy to win. I can send you more email exchanges as needed - they are always very polite, but never helpful and always send me back false information.I would like a full refund of the amount that I have paid to them this year - which amounts to $98 USD.

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had a terrible experience with their All Star Tournament. I tried reaching out by email & have not had any luck in getting a resolution. Due to the schedule of the contest, I only slept 4 hours in 1 full week (4/21-4/28), The schedule creates sleep deprivation, thus causing the user to make purchase decisions without understanding or comprehending what they are doing. Having no sleep for 5 days, I could not think rationally & purchased large amounts of gold to try to use boosters to get my number 1 spot back after glitches on Kings end lost my points. I also bought 2 packages of lives & gold for the last day of the final knock outs butI looked at the time clock it only reflected the 24 hr purchase.. I again emailed King, and was told to send screen shots& it would be looked into, but was not not contacted back before the end of the tournament. I also bought ********* said the transaction did not go through, only to see the *** was processed to my credit card later. So I do not know if I was ever given the gold for those or not. I do not feel comfortable about it since there were so many issues & glitches, ********** on the final day, I would play a ********** did not give me any points at all! Then it stopped bringing me to the leader board & removed me from tournament. It finally started calculating my points again. However, that meant that I lost potentially hundreds of thousands of points in the mean time that would have changed my score and placement in the competition dramatically. I finally got kicked out of the competition once again and realized there was nothing I could do to catch up. I dont even care about not winning, I just want my money back because I feel that these were deceptive business practices. The way this competition was run, should be illegal. I emailed and asked for a refund and was told to contact Apple. Apple said that **** can take care of it for me. User info will be provided

• Initial Complaint

  Date:04/09/2024

  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.

  My account will not connect to the App Store on iPhone. I have tried MULTIPLE times to contact the support team, but all that happens is that their AI sends an email with links that says "Here are our articles on common problems" and "if you're still stuck, try our Community postings". I have read EVERY article, and none of those things fix my problem. I posted on the Community page, and got an AI response directing me to their FAQ articles again. I tried emailing the privacy email and got a reply saying not to do that.I just need a real person to contact me on my email (same Yahoo email as for this complaint) to help me reset my account and not lose all my gold and items. From the postings, this is a common problem, so I'm sure they know how to fix it quickly, but no one will respond, which is sad because their articles all finish with "If you still have problems after you complete these steps, please get in touch with our team as we would be delighted to help you!" But they won't even respond to an email.

  Business Response

  Date: 04/30/2024

  The subject matter referred to in the complaint was resolved with the complainant directly as of 19 April 2024.

  Customer Answer

  Date: 04/30/2024

  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:04/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 began playing Candy Crush and figured it would be a good way to pass some time as I have not played a game on my iPhone in years and was looking for a game to destress. I had just began playing and had spent a total of $111.89. Since starting I remained in first place, (the whole reason for purchasing coins and so on...) I purchased a bundle of coins and booster for $54.99. When returning to play that night to destress, ALL my coins and boosters were gone. ZERO. It was upsetting I spent all that money for it to just disappear. I asked for a refund but kept getting a kick back saying it was not eligible for a refund which upset me further. I googled my issue and discovered it happens to LOTS of people. This company is going to lose customers like they have lost me. I spent that money because I intended to stay in top place but without my coins (and I had NO intention to buy more after what happened) I lost my place, and I don't intent to play anymore after what happened. I'd like a full refund for my purchased made with this company as I spent that money with the intention of playing on into the future but not after they defrauded me and refused to refund me due to the issues with their program. And from what I found on ****** and Forums, it's been going on for a long time now. That's not right. They need to fix their program and refund people they have done this to. That's only right.