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:10/04/2023

  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.

  I played and won games, enough to accumulate cash winnings. I withdrew $750 on 9/14/23. I inquired about the timing of payment since this is a recurring issue every single time money is withdrawn. I was told repeatedly I would be paid by 9/29/23 and to write back if I didnt receive funds. I never was paid and wrote back no less than 4 times since 9/29/23. My emails are now completely being ignored and the company still owes me payment. This is not the first time Ive had to go to such extremes for Skillz to do what it claims it will. It gives empty promises over and over.

  Business Response

  Date: 10/04/2023

  Hello *****,
  
  Thank you for staying in contact with us through BBB and Skillz Escalated Support.
  
  I appreciate your patience while I work with my payments team to review the status of your withdrawal request.
  
  I can confirm that your withdrawal #******* was received and will be processed out as an E-Payment option on but no later than 10/6/23.
  
  If you have any questions please respond through here or do not hesitate to reach out in your open ticket:14455624 Our player support team is available 24/7 at ******************************** as well!
  
  Terms *********** ***************************************************;
  
  
  Kind Regards, 
  
  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20694935
  
  I am rejecting this response because: this was supposed to have been processed on 9/29.  Now you are telling me it will be several more days.  And your statement that your team is available 24/7 is nonsense; you guys have ignored every single email I have written in the last week about this issue.  

  This needs to be processed tomorrow - not on 10/6.  Again, the fact that I have to go to SUCH extreme lengths, by involving the BBB to get you to do what you are simply supposed to do, is unbelievable and totally unacceptable.

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

  Business Response

  Date: 11/01/2023

  Hello *****,
  
  Thank you for staying in contact with us through BBB and Skillz Escalated Support.
  
  I appreciate your patience while we respond to your request. 
  
  I can confirm that your withdrawal #******* was received and has been processed out as an E-Payment on 10/6/23 according to our records. 
  
  If you have any questions please respond through here or do not hesitate to reach out in your open ticket:14455624 Our player support team is available 24/7 at ******************************** as well!
  
  Terms *********** ***************************************************;
   
  
  Kind Regards, 

  Customer Answer

  Date: 11/02/2023

  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:09/13/2023

  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.

  Started an account deposited money. Next thing I know my account is closed and ********************** is saying they are keeping all my money plus winnings. That's not gsir

  Business Response

  Date: 09/20/2023

  Hello *********, 

  
  Thank you for staying in touch with BBB and the Skillz Escalated team. 

  
  I have researched the email you have written in from which ties to the account on the ******************** platform for Username Babyswannah. 

  
  After further research, I can see you wrote to our support team on June 6, 2021, in regard to this account and voluntarily requested to close it in Ticket: ********. Due to this, I am unable to understand your request since this account has been closed since the date shared. 

  
  To better understand would you please share more information about your recent complaint? 
  Useful information would include: 
  -Skillz Email
  -Skillz Username 
  -Tickets

  
  Best Regards, 
  
  

  
  

• Initial Complaint

  Date:09/01/2023

  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.

  The new game I have been playing continues to legitimately crash. This results in me losing my entry fee and my opponent levels up on a leader board potentially winning a financial prize.Skills limits the refunds the provide due to abuse but they need to look at legitimate crashes and glitches in their new unstable games and provide refunds for those legitimate reasons without penalizing unsuspecting players. That's just proper customer service. I candy cheat at a game it it never loads and crashes the app, so I should be *********** a legitimate refund.

  Business Response

  Date: 09/01/2023

  
  Hello *****, 
  
  Thank you for reaching out through BBB and the Escalated Support team. 
  
  To better understand your concern would you be so kind as to share more details about the technical issues you are encountering? It would be helpful if you would share the Mtach ID or any Screenshots or videos you may have of this issue so we can understand more. 
  
  Once we have more information from you and have done our own internal investigation we will share our findings with you aswell as process any refunds if deemed necessary. 
  
  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. 
  
  Our support team is available 24/7 to help answer any questions or concerns at **********************************  
  
  Terms of Service: *********************************************.
  
  Sincerely, 
  
  
  
  

  Customer Answer

  Date: 09/02/2023

   
  Complaint: 20555422
  
  I am rejecting this response because:
    I have repeatedly reported legitimate stalls and crashes with the Intent of informing you so you can fix the glitch and your 'technical support' is more intent on stealing my money and stating they're refusing a refund than fixing the glitch. It continues to happen and I continue to report and you don't care besides stealing my money and allowing opponents to level up arbitrarily. 
  Sincerely,
  
  *****************

  Business Response

  Date: 09/05/2023

  Hello *****, 
  
  Thank you for staying in contact with us through BBB and Skillz Escalated Support. 
  
  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. 
  
  To show you our appreciation for your continued patience and cooperation I have added $25.00 Bonus Cash to your account so you can continue to enjoy some matches on us!
  
  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 no additional streaming or downloading is happening on your network.
  -Close as many background apps on your device as possible 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 increased crashed games.
  
  If you have any questions, please reach out. 
  
  You can find our Terms of Service here: *********************************************.
  
  Regards, 
  
  
  
  

• Initial Complaint

  Date:08/25/2023

  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.

  I have played the skillz game Dominoes for a long time now. Off and on it will have server issues. They offer a way to report the problems and will issue a refund up until a certain dollar amount ( which they do not disclose) and then tell you they will reevaluate your account after a month. What the **** I have screen shots of the **** FAILING. Not me quitting the game or closing out of the game, It is 100% on their end and the refuse to reimburse the customer. I am unsure as to how they have not faced a lawsuit over this. Because this is complete fraud and ripping off customers. There is no way for me to know it their servers are messed up until I am kicked out of a game. They offer suggestions to have background apps closed. Ha Ha that's funny because I never have other apps opened. Someone to to file a class action lawsuit .

  Business Response

  Date: 08/29/2023

  Hello *****, 
  
  Thank you for reaching out through BBB and the Skillz Escalated Support team.

  
  I understand our previous responses sent by our support team were unsatisfactory to you. I want to emphasize that we review all inquiries and we do go above and beyond to keep our players happy on our platform. 
  Due to some players taking advantage of our refund policy, we were forced to implement a cap on refunded crashes. Our policy aims to be generous while dissuading users who would try to take advantage of our refund system.
  
  We apologize for any frustrations this might cause, but rest assured that your crash rate should return to normal levels relatively soon. Once it does, we will be happy to refund any new matches going forward. Please note that any matches played during your "cool-down" period are ineligible to be refunded once your crash rate falls back within our system norms.
  
  In the meantime, if you are experiencing matches that are exhibiting a technical issue outside of a standard crash, please let us know, and a member of our team will be happy to further investigate the match at hand.
  Keep in mind refunds are evaluated on a case-by-case basis and are not guaranteed if no technical issue is able to be verified. 

  
  We hope you continue to enjoy our platform as much as we enjoy having you being part of it and as a sign of good faith I have added $30.00 Bonus Cash so you can enjoy some matches on us! 

  
  If you have any additional questions please feel free to reach out through here or **********************************.  

  
  Kind regards, 

  
  

• Initial Complaint

  Date:08/24/2023

  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.

  My account on the ******************** platform "GrohlsonSanDiago" was suspended on June 30th, 2023, for allegedly violating TOS section 7.3 (cheating, fraud, and abuse). Despite multiple attempts to seek clarification via email and letter, Skillz has not responded. The absence of any details pertaining to my suspension in the suspension notice prevents me from addressing the issue adequately. I dispute any violation and have a pending $500 withdraw and about $600 more on my Skillz account.Just a few weeks prior to my current suspension, Skillz had suspended my account for allegedly having multiple accounts and later admitted it was a mistake on their end only after I challenged their actions. During this matter they had remained in communication with me, however, nothing was ever explained how this critical error could occur which ultimately led to an immediate account suspension with no warning. This event raised concerns on the fairness, transparency, and credibility of the Skills platform.I adhered to Skill'z guidelines and thorough account verification process. I request details and evidence of the alleged violation and for a fair account review to ultimately lift the account suspension and restore/access to my pending $500 withdraw and remaining account balance (about $600).

  Business Response

  Date: 08/24/2023

   Hello *****, 
  
  Thank you for reaching out to us through BBB and Skillz Player Support.
  
  Our Fairplay has found your account to be in violation of our Terms of Service, please review the email sent to you in Ticket: (14134138).
  
  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: ***************************************************;
  

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20516601
  
  I am rejecting this response because:

  The email sent to me in Ticket: (********) fails to provide any details of the alleged violation beyond the vague excerpt of *** section 7.3 in its entirety.  I have diligently reviewed the *** multiple times in an attempt to identify any potential violations, but I remain unable to determine the basis for my suspension.

  I want to emphasize that I take the fairness and integrity of the Skillz platform serious and have always followed the guidelines outlined in your Terms of Service. I ask that Skillz upholds its commitment to fairness and transparency by providing me with the necessary information to comprehend the situation fully. This would enable me to effectively address the issue and clear up any misunderstandings that *** have arisen. It is discouraging to encounter such a lack of support, especially when it seems conflicting to Skillz's dedication to its players' well-being.

  Again, Id like to bring to your attention the issue of inconsistency in Skillz's actions. As I mentioned in my initial complaint, my account was suspended in the past for alleged having multiple accounts, a claim which Skillz later admitted was a mistake on their part. I cannot help but think of what flaws *** exist in the process which led to the decision on my current account suspension.

  I am saddened by the fact that despite being a dedicated and loyal player on the Skillz platform, I find myself without access to a significant amount of winnings, which includes a pending $500 withdrawal and around $600 remaining in my account. I genuinely believe that as a player, I deserve the courtesy of being provided with evidence and details to understand the alleged violation and the resulting suspension.

  Thank you for your attention. I look forward to your response and a fair resolution to this issue.

  Sincerely,

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

  Business Response

  Date: 08/25/2023

  Hello *****,
  
  Thanks for staying in contact with us through BBB and the Skillz Escalated Support team.
  
  As previously explained there were several infractions and violations found on your account. The violations range from cheating to taking advantage of the Skillz platform to win against lower-skilled players purposely etc. 
  
  Any and all winnings earned from this account were found to be in violation of our Terms of Service and will not refunded or paid out.
  
  This forfeiture of winnings is explicitly stated under Article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Your actions jeopardized the integrity of our system and put many honest players at risk. 
  
  Weve determined to close your account permanently and close this case.
  
  Here are the Terms of Service again for your reference: **************************************************;  
  
  Regards,
  

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20516601
  
  I am rejecting this response because:

  You mentioned that there were several infractions and violations found on my account, which include cheating and taking advantage of the Skillz platform to gain an unfair advantage against lower-skilled players. (For the record, this was never previously explained to me as this is the first communication detailing these infractions). I want to assure you that I have always approached the Skillz platform with the utmost respect for its rules and guidelines. My intention has always been to engage in fair competition and enjoy the gaming experience.
  
  It would be greatly appreciated if you could provide me with a more comprehensive overview of these violations,including specific instances or actions that have led to these accusations. This clarity will allow me to better understand the situation and address any concerns effectively.
  
  Furthermore, I am confident that my winnings have been earned fairly and within the parameters of the Skillz Terms of Service. I have always been committed to upholding the standards of fair play, and I believe that a thorough review of my account's activity will support this assertion. If any discrepancies have arisen that have led to these allegations, I am more than willing to cooperate and provide any necessary information to resolve this matter amicably.
  
  I would also like to mention that my previous experience of having my account mistakenly suspended has made me more cautious about ensuring my adherence to the platform's guidelines. I am grateful that the matter was resolved then, and I am hopeful that this current situation can be similarly resolved with a fair assessment.
  
  I understand the importance of maintaining the integrity of the Skillz platform and the fairness of the gaming environment for all users. It is my sincere hope that we can work together to address any misunderstandings or misinterpretations that *** have contributed to this situation.
  
  Thank you for taking the time to read my concerns. I look forward to your response and the opportunity to discuss this matter further. Your assistance in clarifying these allegations is greatly appreciated.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/19/2023

  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.

  on 17 august 2023 i registered a skillz account in blackout bingo game and i entered all my legal information i also deposited money through my **** card however after playing for some hours my account blocked and ********************** sent me email that iam violating their terms however i did not make anything wrong and i dont even know how to cheat also if i did something wrong atleast warn me so now skillz are not responding to my email and blocked on the first day of playing wow??my skillz email was : ***********************

  Business Response

  Date: 08/23/2023

  Hello ***,
  
  Thank you for staying in contact with us through BBB and the Skillz Escalation Team. 
  
  Our Fairplay has found your account to be in violation of our Terms of Service, Please review the email sent to you in Ticket: #********?.
  
  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: *********************************************.
  
  Thank you, 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20494130
  
  I am rejecting this response because:

  i created an account on 18th august or a day around that date , i entered all my legal information in blackout bingo game , i also deposited 5$ from my **** card and started playing, now i have a real experience in bingo games and i play egogames bingo go , pinecone games cash bingo game ,etc... 

  so i started playing and won about 60$ and cashed out 40$ all in the same day.

  and then after around 6 hours i got blocked and received a message about violation skillz terms and conditions.

  this is the whole process in details . now can you tell me how did i violate their terms and iam a real person ready to send my full identification and even screen record the way i play. i assume the ban me because i was winning in the first day there is nothing i know i could do to cheat or manipulate their system because these platforms can detect fraud if someone is using some software or anything else. they have my **** card and the way i play and they never said exactly how i was violating . its easy to say that when they have no evidence on me.

  my email game was : ***********************

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

  Business Response

  Date: 08/24/2023

  Hello ***, 
  
  Thank you for staying in touch with us through BBB and Skillz escalated support. 
  
  After reviewing your account, I can see our Trust and Safety team did not choose your account at random by any means. Our teams have internal systems that help us identify when players have violated our Terms of Service or continue to do so. 
  
  With that being said, your account has been found to be tied to several other duplicate accounts on the Skillz platform. Every account action we issue is based on conclusive evidence of a violation of our Terms of Service. Regard to any winnings that any closed account *** have are to be forfeited, which is stated under Article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Players *** not have more than one registered account with the same personal information, such as their name, email address, phone number, mobile device, and payment method.
  
  Due to this, your account has been banned, and you are not permitted to use the Skillz system again. Skillz considers this case closed, and that decision is final.
  
  You can review these terms by following this link: *********************************************.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20494130
  
  I am rejecting this response because:

  okayy i dont care if i play again but this is my first account in your platform and a lot of people here played your game and some of them got banned however i thought they did something wrong, but now iam sure the problem is your side, because this is my first account and my name and phone number and **** card (new **** card made it before i play your game in 2 weeks) so all this info are new and not used before so in this case you stole my deposite and my winnings and accusing me for violating what a call!

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

• Initial Complaint

  Date:08/08/2023

  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.

  On 6/24/23 I made a withdrawal for $900 and on 6/27/23 I made another withdrawal for $2,800 which were both pending. On 6/26/23 I received an email asking me to provide information as to why there was a large jump in location which I explained I was living in ******** when I made the account and was now in ********** to help take care of my grandma. After providing information and offering to facetime or give whatever information was needed, they sent me a TOS section 7.3 ban email and stopped responding to all attempts at contact and keeping all of my pending withdrawals and money on my account. I had recently rectified a problem with Skillz putting my account back in good standing and then a different person from there Trust and safety department started asking me all these questions and decided to ban me. The Skillz email request ID number is ********. My account name is DecideYourFate. Skillz claims to enforce fair play for all and yet they have banned me for reasons unknown but have let other players on their platform continue to play who are abusing their game. Here is my video link proof of two players who abort their game before it ends when they have messed up and know they will lose so they can take advantage of Skillz refund system. ************************************************************************************* I am in contact with friends who play, and they have shown me screenshots of other players asking to collude and cheat and they have been reported and yet these players remain on the platform. It seems Skillz has a pattern of turning a blind eye to their long time players who break there TOS. I've no idea why the Skillz employee decided to discriminate against me and ban but I would like to resolve this issue by Skillz unbanning my account and letting me back on the platform with my balance and also with my pending withdrawals.

  Business Response

  Date: 08/11/2023

  Hello ****,
   
  Thank you for reaching out through BBB and Skillz Player Support. 
   
  Our Fairplay has found your account to be in violation of our Terms of Service, please review the email sent to you in Ticket: #********.
   
  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: *********************************************.
   
  Thank you, 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20437766
  
  I am rejecting this response because:

  It does not resolve my issue. Ive not been told what I did that was cheating and made my account ban. Im fine with not getting the withdrawal but I would like my account reinstated so I can play again. I feel like Im being discriminated against. How do you explain the players in the video link I sent still not being banned when clearly the video shows them cheating and abusing the system. Also heres another example I have sent a picture of the player account named ************** who has told me shes been banned 2 times and skillz has given her chances and reinstated her account. This is clear discrimination against me if skillz is not willing to reinstate my account but do so for others. Please consider reinstating my account. Thank you.

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

  Business Response

  Date: 08/15/2023

  Hello ****,
  
  Thank you for staying in touch with us through  BBB and Skillz Player Support. 
  
  As previously stated we have denied your request to reopen your account after our fairplay team's intensive investigation which clearly states that you have violated our Terms of Service.
  
  The decision we have provided in previous replies is final. 

  Skillz considers this case closed.

  Here are the Terms of Service again for your reference: *********************************************.
  
  Thank you,  

  
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20437766
  
  I am rejecting this response because:
  Skillz is discriminating against me and not treating all players with the same rules and standards. They ignore and dont address any of the evidence *** sent about other players breaking there rules but still allowed to stay on the platform. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/03/2023

  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 only played this game for a few days and made multiple deposits to play skee ball for cash. Today I deposited five dollars and was banned. They have my card information and didn't even give me a reason as to why I was being banned that wasn't complete lies. I want the money I have left on my account and to have my information deleted.

  Business Response

  Date: 08/11/2023

  
  Hello Sanice,

  
  Thank you for contacting us through BBB and Skillz Player Support.
  
  After review of your account, I can see our Trust and Safety team did not choose your account at random by any means. Our teams have internal systems that help us identify when players have violated our Terms of Service or have been previously removed due to violating our Terms of Service. 

  
  We have warned you before in regard to your banned account under Ticket # ******** 
  
  With that being said, your account is tied to several other duplicate accounts on the Skillz platform. Every account action we issue is based on conclusive evidence of a violation of our Terms of Service. Regard to any winnings that any closed account *** have are to be forfeited, which is stated under Article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Players *** not have more than one registered account with the same personal information, such as their name, email address, phone number, mobile device, and payment method.
   Due to this, your account has been banned, and you are not permitted to use the Skillz system again.
   Skillz considers this case closed, and that decision is final.
  
  You can review these terms by following this link: *********************************************.

  
  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20419848
  
  I am rejecting this response because:
  
  I received no such communication stated. I was not warned and this is my only account. 
  

  I deposited money and then suddenly was banned, as shown on the email. 
  

  My bank refunded me but these people still have my information so beware. 
  

  also beware of fraudulent, automated and quite frankly, RUDE responses. 

   

  That is a poor way to conduct business matters. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2023

  Hello *****,
  
  Thank you for staying in touch with us through  BBB and Skillz Player Support. 
  
  As previously stated we have denied your request to reopen your account after our fairplay team's intensive investigation.  
  
  The decision we have provided in previous replies is final. 

  
  Skillz considers this case closed.

  
  Here are the Terms of Service again for your reference: *********************************************.
  
  Thank you,  

  
  

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20419848
  
  I am rejecting this response because:

  I Don't see any proof on your end that this communication occurred and will being going over the terms thoroughly. 

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

• Initial Complaint

  Date:08/01/2023

  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 was banned from the game and was not given a reason as to why. They had me play in front of them to make sure I was not using a bot or system that allows me to cheat. I did that and did not cheat as it was seen in the recorded video they took. I also have money that I put into the game that they took and did not give back to me (aside from my winnings)basically stealing from me.

  Business Response

  Date: 08/02/2023

  Hello ******,
  
  Thank you for containing us through BBB and Skillz player support. 
  
  Our Fairplay has found your account to be in violation of our Terms of Service, please review the email sent to you in Ticket: #********.
  
  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: *********************************************.
  
  Thank you, 
  
  

  Customer Answer

  Date: 08/03/2023

  Complaint: 20409355

  ??I am rejecting this response because:

  
  1) You have not said why/how I have violated your terms. I played the game. I was asked to show you that I play without a bot or system that helps me win, which I did. My hands were in plain sight of the camera at all times.
  
  2) You are saying that I must forfeit my winnings, but with my winnings, you also took the $650 of my own money that I put into the game.That is called stealing. ??

  From what Im gathering, now that Im looking at your company closer and reading up on you, is that you are banning people and taking their money and considering it winnings. Sounds extremely fraudulent to me on your end. ??

  Sincerely,??

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

  
  

  Business Response

  Date: 08/11/2023

  Hello ******,
   
  Thank you for staying in touch with us through BBB and Skillz Player Support. 
   
  Unfortunately, after a player has been found to violate our Terms of Service, they are no longer allowed on our Skillz platform. 
  
  As you know Skillz prides itself in the fairness and security of its players and platform and we will do everything in our power to keep our platform fair on all accounts.
  
  Our internal fairplay team reviewed your account and found several violations who have been advised in Ticket#  14259760
  
  Due to this, your account has been banned, and you are not permitted to use the Skillz system again. 
  
  Skillz considers this case closed, and that decision is final.
   
  You can review these terms by following this link: *********************************************.
  
  Regards, 
  

• Initial Complaint

  Date:07/27/2023

  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 been playing the skillz diamond strike game for quite along time. I have spent a good amount of money and have been taken advantage of my the company. They have always taken my money saying the game was aborted due to the site crashing or sometimes I dont even click ok play game but it takes my money. Recently it has been a out of control issue. I have tried to message them for approximately a year or more about all of the games and funds they have taken and they respond by saying I have violated their terms of use. I have been waiting for a lawsuit but I have not seen one yet. Now, my account it locked and they will not give me a reason but that it has been closed and there will be no further communication. It would take me a whole day to go over my account and dispute all the funds that have been illegitimately taken/stolen. I am asking for an in depth review of my charges, my account to be unlocked and all my games that funds were taken for games I either did not play or the game crashed to be refunded. At this time my account is clef so I cannot see any of my history.My username is myluckystar I would have contacted you a lot sooner but just saw that they are part of the bbb and I reached out immediately. Thank you,*************************

  Business Response

  Date: 08/02/2023

  Hello ******,
  
  Thank you for contacting us through BBB and Skillz player support.
  
  Seems that we did reach out to your in ticket:  ******** on July 11, 2023, which reads; 
  
  This message is to inform you that your Skillz account has been temporarily suspended. Every account action we issue is based on conclusive evidence of a violation of our Terms of Service.
  
  Your account has been temporarily suspended due to using multiple accounts to take advantage of our matching algorithm.
  
  To regain access to your account please write back explicitly stating that you agree to our Terms of Service found here: **************************************************;
  
  You were previously warned for this in Ticket #*******, on 2018-12-21.
  
  All violations are permanently recorded on your Skillz Account, so please understand that any further violations of Skillz Terms of Service may result in temporary or permanent suspension of your account. We ask that all Skillz account holders take extra care not to violate or repeat violations of the Terms of Service. 
  
  Please note that any winnings earned violating the Terms of Service may be forfeited.
  
  
  Best,