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:11/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This game was advertising that i was supposed to be matched with the players within my skillset but as proof i have been matched with experienced players with up to ***** matches won on record and had been on top of the leaderboard for years when i only had **** games won.

  Business Response

  Date: 11/03/2023

  Hello Czarina, 
  
  Thank you for contacting us through BBB and Skillz player support. 
  
  At Skillz, we take player matching and fairness very seriously. That's one of the reasons we match the way that we do. Our algorithmic, skill-based matching uses our own internal ratings assessment to make sure both players are in the same skill band. There will always be a little variation, and you may catch a player on a hot streak or someone who just found a new trick. Likewise, you may find out something new that eventually pushes you into a new skill band.
  
  For more information on how we match, see our article: **********************************************************************************************************************
  
  Besides the standard tips, we suggest taking breaks between gameplay and playing Z matches as either a warm-up or a way to practice techniques learned from rivals. One good habit we recommend is watching the replays for players who may be considered your rivals and see if you can learn any tips or tricks from their gameplay style.
  
  Also, you can play for free until you feel more comfortable entering cash matches. If you would like us to review a match please reach out to us through the support team at **********************************. 
  
  You can find our Terms of Service here: *********************************************.
  
  Regards, 

• Initial Complaint

  Date:10/31/2023

  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.

  What I have explained this company is that they do not actually read the complaints made when they ask for feedback. This game is a player to player life game. Most of the time of these games crash and fail is due to the company servers not being able to handle the gameplay. So when a game crashes, and its no fault of myself or my opponent, they respond with a form letter, saying that the crashes have exceeded their average rate for crashes. This to me doesnt seem very fair, especially when neither one of us are awarded any money. So Im kicked out the game. My opponent technically wins the game, but neither of us are awarded any money. So I dont understand how this company can keep letting this happen and not awarding money to one of the players and how can they say that I have exceeded their normal crash rate when I dont know what the crash rate is. I occasionally look in the chat for this game, and I see many many people complaining about being kicked out/a boarded out of the game and the customer service reps. All they do is respond with a form letter when they have the ability to review the gameplay under replay. at the end of the game. I have a question them many many times asking if they actually look at the replay and they never address it. There are other instances when I will place my tile on the board and its so teeny tiny. That it cant be seen, and after the first tile is played, it will not let you play another tile. I asked them how is this? My fault is that the game pops up like that and you can tell me that I have exceeded the normal crash rate. The thing is is I can play game after game and have no trouble then all of a sudden itll crash. It will lock up, itll kick me out theres no warning for it to be happening. And they send out emails saying make sure you have the latest version and your phones updated- blah blah blah. They treat us like we are stupid. I have only included a couple pictures. But I screenshot everything.

  Business Response

  Date: 11/01/2023

  Hello *****,
   
  Thank you for staying in touch with us through BBB and Skillz player support.
   
  We are sorry to hear about your continued frustration in encountering system issues on your end which leads to aborts or losses.
   
  After further review, it seems that this is your second complaint regarding a similar issue we have already investigated and addressed in BBB complaint: ******** in good faith we went ahead and bonus cash as a one-time courtesy so you would continue playing cash matches on us.
   
  In October, we received 60+ support tickets from you reporting a crash or receiving pushback from you toward support due to a denial of your refund request.
   
  Unfortunately, we will no longer be able to extend that courtesy. Please note that we cannot provide refunds for matches with submitted scores without confirmation that a technical issue occurred.
   
  Please note all cash entries are non-refundable and are explained in detail in our Terms of Service 8.8, which I will link below for easy access.
   
  Besides the standard tips, we suggest taking breaks between gameplay and playing Z matches as either a warm-up or a way to practice techniques learned from rivals. One good habit we recommend is watching the replays for players who may be considered your rivals and see if you can learn any tips or tricks from their gameplay style. Also, you can play for free.
   
  I know this isnt the resolution you had hoped for but please know we will be happy to review your account again in the future. Until then, our decision to deny all refunds will be upheld until further notice. We hope you can understand the procedures we have in place to ensure a fair and consistent experience for all players.
   
  If you have any questions, reach out.
   
  You can find our Terms of Service here: *********************************************.
   
  Regards, 
   

• Initial Complaint

  Date:10/31/2023

  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 requested a withdrawal from Skillz. They sent a confirmation that they received the request and will be processing it on October 8th. They later emailed me asking me about my location history, saying they are concerned about my account security. I asked them why I needed to give them information about everywhere I've been. They replied saying its for account security. Then, without a warning, they accused me of cheating and closed my account. I have never committed any sort of unfair play. I'm simply a decent chess player, and am thus likely to beat most of my opposition on the app. I responded to their request for my location history, and asked for clarification on the matter, and have gotten no response. I had over 50 dollars in the account to withdraw, and they practically stole my money with no grounds. I even offered to play with a witness if they were so inclined, but they gave no response.

  Business Response

  Date: 11/01/2023

  Hello ******************* ,
  
  Thank you for reaching out to us through BBB and the Skillz player support team. 
  
  Skillz takes the fairness and security of its players and platform very seriously.
  
  Our Fairplay has found your account to violate our Terms of Service, please review the email sent to you in Ticket: #********?.
  
  We have determined that the winnings earned from the now-closed account are in violation of our Terms of Service and will not be awarded but forfeited.
  
  This forfeiture of winnings is explicitly stated under Article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Here are the Terms of Service again for your reference: *********************************************.
  
  Thank you, 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20807763
  
  I am rejecting this response because:

  They still have not given any sort of proof or reason that I have violated any terms. I did not cheat and have requested to prove it. They stole my money and offer zero explanation.

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

  Business Response

  Date: 11/14/2023

  
  
  Hello ******************* ,
  
  Thank you for staying in touch with us through BBB and the Skillz player support team. We are sorry that our answer to your question was unsatisfactory. 
  
  As stated ur Fairplay has found your account to violate our Terms of Service, please review the email sent to you in Ticket: #********.
  
  We have determined that the winnings earned from the now-closed account are in violation of our Terms of Service and will not be awarded but forfeited.
  
  This forfeiture of winnings is explicitly stated under Article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Unfortunately, our decision is final, and your account will remain closed and will not be reinstated, and this case to be closed.
  
  Here are the Terms of Service again for your reference: *********************************************.
  
  Thank you,
  
  

• Initial Complaint

  Date:10/31/2023

  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.

  There is a glitch in the games when gambling for money the cue ball speed is greatly reduced making normal shots impossible to make causing you to lose your money. I have video proof and recognition from other players that this is happening frequently. Its happened to me over a dozen times. Something should be done. Please contact me at ************ if you would like video proof

  Business Response

  Date: 10/31/2023

  Hello ***, 
  
  Thank you for contacting us through BBB and Skillz player support. 
  
  We are sorry to hear you have experienced issues on our platform. For us to do our due diligence we would need you to reach out to our player support team at ********************************** so we can receive all the information needed to begin our internal investigation. 
  
  For us to ensure that you're able to play the game successfully, we have outlined several troubleshooting steps for you to take. This helps us determine where the issue is and escalate it to our technical team so we can continue to improve gameplay.
   
  For your reference, here are the steps we provided in earlier correspondence that should help reduce the number of crashed games you experience:
   
  -Make sure you are playing from a stable data connection or (even better) a strong WiFi signal.
  -If you have a computer or other devices in your home, make sure there is no additional streaming or downloading happening on your network.
  -Close as many background apps on your device as possible in order to conserve its resources.
  -Make sure your device has a strong battery charge, as a weak charge can limit performance.
  -To ensure that your score is recorded by our system, wait until you are taken from the game to Skillzs Score Submitted/Match Results screen before turning off your device or exiting the app. This may involve tapping the screen to confirm your score, even after gameplay has concluded.
  -Make sure you have the latest version of the game installed
  -Please note that older/underpowered devices or outdated system software may contribute to an increase in crashed games.
  
  We look forward to hearing from you with more information about your matches. 
  
  You can find our Terms of Service and Legal information at: *********************************************
   
  Best, 
  
  

• Initial Complaint

  Date:10/31/2023

  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.

  hey my account name was MemeTheGod and i was banned today for absolutely no reason. everything stated in the email tos 7.3 i havent cheated, i didnt do fraud, i didnt intentionally lose any games you could see in the replays. i have no bots or colluded or even exhibited any behavior of any malicious acts i watched ******* on ******* along with a few other players to get good. i withdrew $100 and got banned without any evidence or proof of what i was banned for. i dont have multiple accounts that was my only account ever. please respond as soon as possible

  Business Response

  Date: 10/31/2023

  Hello Ketrica,
  
  Thank you for reaching out to us through BBB and Skillz Player Support.
  
  Our Fairplay has found your account to violate our Terms of Service, please review the email sent to you in Ticket: (14605127).
  
  Skillz takes the fairness and security of its players and platform very seriously.
  
  We have determined that the winnings earned from the now-closed account are in violation of our Terms of Service and will not be awarded but forfeited.
  
  This forfeiture of winnings is explicitly stated under Article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Here are the Terms of Service again for your reference: ***************************************************;
  
  Best, 
  
  

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20803829
  
  I am rejecting this response because: i havent violated a single term of your terms of service can you please specify what it was that got me banned? i would like for you to reopen my account if you cannot state a reason or dont have any reason at all. you just banned me without reason and kept my money.
  
  Sincerely, open my account.
  
  Ketrica W

  Business Response

  Date: 11/01/2023

  Hello,
  
  Thank you for staying in touch.
  
  Unfortunately, after a player has been found to violate our Terms of Service, they are no longer allowed on our Skillz platform. We understand that the creation of multiple accounts is not always intentional. However, Skillz takes the fairness and security of its players and platform very seriously.
  
  We have determined that the winnings earned from the now-closed multiple account(s) were in violation of our Terms of Service and will not be transferred or credited.
  
  This forfeiture of winnings is explicitly stated under Article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  This decision has been made final.
  
  Here are the Terms of Service again for your reference: *********************************************
  
  

• Initial Complaint

  Date:10/29/2023

  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.

  Oct 30 - Skillz added invoice for the amount $1080. Its still pending for the payment. 4 weeks already gone and still no payment. Ive created support ticket with Skillz. They keep saying itll take 2 week to get the payment. Sometime 4 weeks. This invoice is 4 weeks old and still no payment. Ive $15Kpaymebt pending from Skillz.

  Business Response

  Date: 10/30/2023

  Hi *****,
   
  Thank you for reaching us through BBB and Skillz players support.
   
  We sincerely apologize for the inconvenience in the delay in your pending withdrawals.
   
  While checks usually arrive within 2 weeks of being processed, they can sometimes take up to 4 weeks to be deposited. Please keep an eye out for a notification from Bill.com, our third-party check vendor, and let us know if you haven't received it after 4 weeks from the processing date so we can look into starting the reissue process.
   
  If you have any questions please reach out to us through your opened ticket #********  or through here.
   
  We again thank you for your patience.
   
  Best, 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20796893
  
  I am rejecting this response because:
  Theres 3 Bills which are created 3 and 4 weeks (attached the invoices) ago and still no payment. 
  One bill was created on Sept 30th. Now its 4 weeks and  4 days. No payment. Ive been opening a support request with Skillz. Earlier they use to do the same response You got from Skillz. Now they stopped responding. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/01/2023

  Hello *****,
  
  Thank you for contacting us through BBB and the Skillz player support team. 
  
  I want to first apologize for the delay in receiving your withdrawal promptly. 
  
  I have gone ahead and confirmed with my payments team that all withdrawal requests have been approved and will be paid out before the end of this week. 
  
  Again we appreciate your patience while we work on your request. 
  
  If you have any lingering questions I have not addressed, please let me know. Id be happy to help however I can.
  
  Please review our terms of service: *********************************************.

  
  Sincerely,
  

  
  

• Initial Complaint

  Date:10/25/2023

  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.

  Multiple times over the last 4 or so days, the skillz bingo games are continuously crashing causing me to lose potential financial gain on the leader boards. I continuously get the same automated response as if I'm not even being replied to by an actual human. The only message they seem to understand is "did not abort, game crashed." I keep getting told that I have to wait a week to just possibly get my money back when it is on their end as I have ensured I have no other background apps running, nothing else connected on my network and I have the latest versions of all the games that I play from skillz. There is a decent amount of money that I guess is just in limbo at the moment. Something needs to be done. I've played skillz games for quite a while now and this is definitely a newer problem that needs to be resolved. Thank you for taking the time to read this and hopefully we can reach a solution that makes all parties satisfied.

  Business Response

  Date: 10/31/2023

  Hello *****,
  
  Thanks for contacting BBB and Skillz player support. 
  
  After further review, it seems that your last contact with our support team was on 10/24 Ticket: ******** and 10/25 Ticket: ******** which were both reports of a crash and both were refunded back to your account so you could continue to enter cash matches, no other reports have been received since then.
  
  Please keep in mind we do not refund matches that have a recorded score and do not have a technical error found. And if an error has been found those matches have been refunded back to your account.  Please note all cash entries are non-refundable and are explained in detail in our Terms of Service 8.8, which I will link below for easy access. 
  
  In order for us to ensure that you're able to play the game successfully, we have outlined several troubleshooting steps for you to take. This helps us determine where the issue is and escalate it to our technical team so we can continue to improve gameplay.
  
  For your reference, here are the steps we provided in earlier correspondence that should help reduce the number of crashed games you experience:
  
  -Make sure you are playing from a stable data connection or (even better) a strong WiFi signal.
  -If you have a computer or other devices in your home, make sure there is no additional streaming or downloading happening on your network.
  -Close as many background apps on your device as possible in order to conserve its resources.
  -Make sure your device has a strong battery charge, as a weak charge can limit performance.
  -To ensure that your score is recorded by our system, wait until you are taken from the game to Skillzs Score Submitted/Match Results screen before turning off your device or exiting the app. This may involve tapping the screen to confirm your score, even after gameplay has concluded.
  -Make sure you have the latest version of the game installed
  -Please note that older/underpowered devices or outdated system software may contribute to an increase in crashed games.
  
  Our support team is available 24/7 to help answer any questions or concerns you may have.
  
  Please review our terms of service: *********************************************.
  
  Best, 
  

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20780213
  
  I am rejecting this response because: if you look at the amount of crashes I've just reported you'd see just how badly it has interfered with the possibility of earning any kind of winnings. This game is notorious for crashing as you can see by other complaints. Yet you continue to do absolutely nothing about it. That makes you at fault for the overall incredibly poor functionality of the game. You need to accept responsibility and fix what is quite possibly the worst Skillz powered games.

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

  Business Response

  Date: 11/01/2023

  Hello *****, 
  Thank you for staying in touch with us we are sorry to hear about your continued frustration with our platform. 
  For your reference, here are the steps we provided in earlier correspondence that should help reduce the number of crashed games you experience:
  
  -Make sure you are playing from a stable data connection or (even better) a strong WiFi signal.
  -If you have a computer or other devices in your home, make sure there is no additional streaming or downloading happening on your network.
  -Close as many background apps on your device as possible in order to conserve its resources.
  -Make sure your device has a strong battery charge, as a weak charge can limit performance.
  -To ensure that your score is recorded by our system, wait until you are taken from the game to Skillzs Score Submitted/Match Results screen before turning off your device or exiting the app. This may involve tapping the screen to confirm your score, even after gameplay has concluded.
  -Make sure you have the latest version of the game installed
  -Please note that older/underpowered devices or outdated system software may contribute to an increase in crashed games.
  Besides the standard tips, we suggest taking breaks between gameplay and playing Z matches as either a warm-up or a way to practice techniques learned from rivals. One good habit we recommend is watching the replays for players who may be considered your rivals and seeing if you can learn any tips or tricks from their gameplay style. Also, you can play for free until you feel more comfortable playing cash matches again.
  
  
   Please review our terms of service: ***************************************************;
  
  Sincerely, 
  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20780213
  
  I am rejecting this response because: my continued frustration comes from your glitchy systems. I know how to play the games. I've become quite good at them. All I've gotten is apologies. No solutions 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/10/2023

  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.

  ive been playing on the skillz Platform for well over a year now. I have download money to the game over $200 worth I won a little money $10-$20 dollars and received checks from them. I won a bigger amount A little bit over $1000 they paid me $500 then sent me a notice in my email saying that I had violated the terms and agreements and that the rest of the money was forfeited. I did nothing wrong and I dont even know what theyre talking about the only thing I can think of is that they dont want to pay me the rest of the money that I won ***************. I gave my time and risked my money to win that money I have pictures of all emails and checks that they sent me this isnt right its theft and I dont understand how they can get away with this.

  Business Response

  Date: 10/11/2023

  Hello ****,
  
  Thanks for contacting BBB and Skillz Player Support. Unfortunately, your account was closed because you created multiple accounts on our platform which we have advised is against our Terms of Service. We have found 10+ accounts that confirm that your information was used to continue to create accounts. 
  
  Players may not have more than one registered account with the same personal information, such as your name, email address, phone number, mobile device, and payment method
  
  We have determined that the winnings if any earned from the now-closed multiple account(s) were in violation of our Terms of Service. 
   
  This forfeiture of winnings is explicitly stated under Article 7.3, ********, Fraud, and Abuse in our Terms of Service.
   
  In conclusion, its clear you violated our terms of service and chose not to cooperate after
  Several warnings; therefore, our decision to close your account is final. Please consider this matter closed and not open for further discussion.
  
  Here are the Terms of Service again for your reference: **************************************************;
  
  
  Regards,
  
  

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20719700
  
  I am rejecting this response because: yes I did have multiple accounts prior to this, I had no clue that I was unable to have multiple accounts! Skillz Emailed me and told me that I was in violation and closed all those accounts but left this one biggestloser247 open and said this is the only account that I can play on. Skillz Gave me the permission to keep on playing And I have not violated sense then. This is the only account I have played on and I have been playing on it for well over a year now, put my own money on it, risked it in games and played fair and square. What is not fair is allowing me to play on this account after having telling me that I violated closing those accounts and leaving this one open  and letting me risk my own money and lose on multiple occasions but then when I win a substantial amount of money you decide to close my account that is theft, criminal and should have consequences!! Do you not see that youve told me this already??? You (skillz)  left this account open and said it was ok to use?? This is the only account that I have!! You cant use past actions against me when you said that it was OK for me to have this account after those actions!! Not cool criminal and very scandalous I have done nothing wrong!! Please rectify this give me my account back and give me my money! Fix your system Im sure you will see that you left this account open and closed all the other accounts! 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/19/2023

   Hello ****,
  
  Thank you for staying in touch with BBB and the Skillz player support team.
  
  Every account action we issue is based on conclusive evidence of a violation of our Terms of Service. Your accounts have been suspended due to using multiple accounts to take advantage of our matching algorithm.
  
  Skillz will always take the precautionary steps to verify if there are any signs of any kind of cheating, exploitation, or foul play, and for that, we cannot apologize.  Our Fairplay team will always take the necessary steps to keep the platform safe and fair for all players. Our goal is to keep all players on a fair platform whether or not the actions they may take on our platform may be intentional.
  
  To clarify your last comment on having multiple accounts and their actual creation I can see the email you are writing from today was used to create a Skillz account on 06/04/20 under the username: ImaginaryScallion
  
  On 9/7/2020 we sent you a warning in regards to the multiple accounts we found that had the same information which is a violation of our Terms of Service in Ticket# *******.
  
  On 1/13/2023 we again found another account sharing the same information as you on our platform and we again sent a warning in Ticket:: ********. And we again found multiple accounts with your information on our platform which have been closed and will remain closed permanently.
  
  In conclusion, its clear you violated our terms of service and chose not to cooperate after multiple warnings. Your actions jeopardized the integrity of our system and put many honest players at risk. Weve determined to close your account permanently and this case is to be closed.
  Any closed accounts are not to be reopened for security purposes.
  
  Here are the Terms of Service again for your reference: ********************************************************;
  
  Best, 
  
  

• Initial Complaint

  Date:10/08/2023

  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 have made two withdrawal requests on the following dates, which, as of the present, remain unresolved and do not appear to be pending (not able to cancel):July 28, 2023 - Withdrawal Amount: $3,199.50 September 9, 2023 - Withdrawal Amount: $2,037.25 Despite making multiple attempts to seek resolution with their support team, I have been ignored or provided with a standard response, which states, "The matter has been escalated, and we will provide an update within 1-2 business days." It is disheartening to report that, to date, no such update has been forthcoming.

  Business Response

  Date: 10/11/2023

  Hello ****,
  
  Thanks for contacting BBB and Skillz Player Support I apologize for the delay in regards to your withdrawal details and we appreciate your patience. 
  
  I have reached out to my internal payments team regarding your pending withdrawals which I will share more about below. 
  
  Withdrawal: ******: Requested: 07/28/2023 $3,199.50 - This has been processed in our system and will be paid out this week. 
  
  Withdrawal ******: Requested: 09/10/2023 $2,037.25 - Has been requested again and we will be in touch with you through the email address linked to your PayPal, so please keep an eye out for that. 
  
  Again we apologize for the inconvenience this has caused and have added $100.00 Bonus Cash to your account so you can enjoy some cash matches on us! 
  
  If you have any questions please feel free to contact us through here or **********************************. 
  
  Terms of Service: **************************************************;
  
  
  Regards,

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20712508
  
  I am rejecting this response because:

  Im happy with the resolution provided, however I havent yet receive the $3,199.50 which was supposedly processed last week nor have I been contacted by the support team to resolve my second withdrawal. If you could please provide further update, would highly appreciate it.
  Sincerely,
  ****

  Business Response

  Date: 10/19/2023

  Hello ****,

  Thank you for staying in touch with me! 

  I am sorry to hear you have yet to receive your withdrawal. I will reach out to my payment team and see what the hold up is. Please also check your email in the meantime to make sure we are not missing anything on your end. 

  I will be in touch as soon as I have an update for you. 

  Best, 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20712508
  
  I am rejecting this response because:

  I have yet receive any withdrawal or been contacted by the support team. Also my account have been flagged for manual in depth review with match making disabled. Could you please check why my account is disabled when Ive done multiple playtest. Happy to do another if needed, but not sure why my match making is disabled. 
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:10/06/2023

  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.

  I've had issues with my account for a while, and as a result of not reading the *** correctly, I got suspended. I'm sorry for what I did, and while it's impossible to turn back time, I'd like for you to review my account once more. I also wish I could participate in skillz competitions once more. THANKS From ******

  Business Response

  Date: 10/11/2023

  Hello Houn,
  
  Thanks for contacting BBB and Skillz Player Support.
  
  Unfortunately, your account was closed because you created multiple accounts on our platform which we have advised is against our Terms of Service. We have found 10+ accounts that confirm that your information was used to continue to create accounts.
  
  Players may not have more than one registered account with the same personal information, such as your name, email address, phone number, mobile device, and payment method
  
  We have determined that the winnings if any earned from the now-closed multiple account(s) were in violation of our Terms of Service.
  
  This forfeiture of winnings is explicitly stated under Article 7.3, ********, Fraud, and Abuse in our Terms of Service.
  
  In conclusion, its clear you violated our terms of service and chose not to cooperate after
  Several warnings; therefore, our decision to close your account is final. Please consider this matter closed and not open for further discussion.
  
  Here are the Terms of Service again for your reference: *********************************************
  
  Regards,