ComplaintsforAviaGames,Inc.

Online Gaming

Additional Complaint Information

Customer Complaint:

AviaGames Inc. came to BBB’s attention in February 2023. A review of complaints was completed in July 2024.

Consumers are urged to review the following links for terms of service and FAQ’s page for information on withdrawals and other information.

https://www.pocket7games.com/terms

https://www.pocket7games.com/support-faq

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Initial Complaint
07/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I downloaded the app Solitaire Clash and played I won 3 games and the app told me to double click to download my winnings to my Apple Card I doubled clicked and when I went into my Apple Card they had CHARGED my account instead of giving me the money. I want the money, the charges removed from my Apple Card and to file a scam report
Business response
07/14/2024
Hello,

Thank you for contacting us.

Please allow us to clarify the following information for the app:
"Deposit" means to deposit into the game account.
"Withdraw" means to receive your winnings.

We would like to explain that only authorized deposits can be made into the game. Before any payment method can be used to make deposits, players will have to pass a verification process to link that payment method to the game account.

Please contact Player Support in the app. We will be glad to assist. Thank you:)

Regards,
Initial Complaint
07/13/2024
Complaint Type:
Product Issues
Status:
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.
ALL charges made to my debit card on 7/11 and 7/12.Amounting in a total of $2,380 11 charges of $150 each 7 charges of $30 each 2 charges of $50 each 3 charges of $75 each 1 charge of $85 1 charge of $10 1 charge of $100 I did not authorize this company to auto draft out of my account. My banking account has been drained. There were multiple times where the account was in winning status and no withdrawals were made. My expectation is that the matter be fixed immediately and my money be refunded.
Business response
07/14/2024
Hello,

Thank you for contacting us.

We would like to explain that only authorized deposits can be made into the game. Before any payment method can be used to make deposits, players will have to pass a verification process to link that payment method to the game account.

Please contact Player Support in app and elaborate on your issue so we could further assist. Thank you.

Regards,
Initial Complaint
07/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
The date of the transaction was today, 7.11.24. However, this has happened to me before at other times. The amount in question for today is $75 and that is not counting my winnings. Their customer service is not run well so they have led me on a wild goose chase. They state that they don't need a reason to ban me but the banning always happens when they are supposed to pay me my winnings. Avia has been sued for using bots in their games but this is not my complaint. They should be sued for banning people without just cause and for stealing money.They banned me in another game and I asked why and they said that it is because my IP was somewhere where their games aren't allowed to be played. When I proved to them that they were wrong, they deleted that answer and told me that that answer was sent by mistake and it was because of a different reason. I have proof of these texts. I cannot imagine that it is legal to steal money from players.The game in question:Game: Blockolot Name: ************************* UID: *********** They owe me $70 for this account and $5 for my last account.I have text of them telling me that I can open more than 1 account if my previous accounts have been deleted/ closed. They have stolen far more than the $75 that I want back. They should be held accountable for stealing from their customers.
Business response
07/14/2024
Hello,

Thank you for contacting us. Please refer to the Terms of Service:

'5.3 Cheating, Fraud, and Abuse. When participating in any tournament or competition via the Apps or using the Services in any way, you shall not conduct any act which may unfairly alter your chance of winning or constitute the ********** of fraud or abuse (Fraud), which may include, without limitation to: (i) registering and/or using multiple Accounts; (ii) using unauthorized or altered software or hardware to assist play (e.g., including the use of bots, bot nets, jail broken devices or rooted devices, collusion with bots and/or use of cheat programs such as debuggers, clock-skewing software and memory scanners); (iii) intentionally poor playing to achieve competitive advantage; (iv) colluding with other players (e.g., intentionally losing rematches in Cash Competitions); (v) deliberately transferring money between Accounts (e.g., money laundering); (vi) ********* other participants; (vii) misusing any payment mechanism in connection with your Account; (viii) illegitimately or improperly rejecting the Services; (ix) swindling gifts of deposit; and (x) posting objectionable materials.

If we find any Fraud, we may, at our sole discretion: (i) immediately suspend or terminate your Account and block your access to the Services; (ii) void and forfeit any Winnings that you may otherwise have been entitled to receive; (iii) disgorge and/or recoup any Winnings received by you; (iv) recoup the amount of funds involved in the misuse of a payment mechanism, and block your access to the Services until those funds are recouped; (v) institute or seek any injunctive relief, civil and/or criminal penalties against you and/or any of your co-conspirators arising out of or relating to your ********** of ****** and/or (vi) disclose or report any money laundering or similar illegal activity to law enforcement authorities.'

Please contact Player Support if there are questions, thank you.

Regards,
Initial Complaint
07/11/2024
Complaint Type:
Billing Issues
Status:
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.
We were charged in 4 separate transactions for a game that we didn't have the ability to download on our devices, that therefore we could not have authorized payment for. These transactions hit our bank late on 6/29/24.Transaction Numbers:043213 - $15.00 ****** - $5.00 ****** - $8.00 ****** - $7.99 When we inquired about these charges we were told it was done on Bingo Bliss which is unable to be downloaded on our devices. We were given a redacted username that neither one of us recognized.
Business response
07/12/2024
Hello,

Thank you for contacting us.

After checking the records in our system, we have found that there's an open inquiry of yours. Please refer to the information provided by the agent. Thank you: )

Regards,
Customer response
07/12/2024

Complaint: 21973949

I am rejecting this response because: I tried resolving this issue directly with the company and I was told that there would not be a refund. That's why I've decided to file my complaint with the BBB.

Sincerely,

***********************
Business response
07/14/2024
Hello,

Thank you for getting back to **.

This case has been reviewed and a result has been provided. Please refer to the result provided by the agent, thank you.

Kindly,
Customer response
07/16/2024

Complaint: 21973949

I am rejecting this response because: I was not issued a refund for the money the business took without my authorization. I couldn't have authorized it because as noted in previous screenshot, I never had access to the game in question.

Sincerely,

***********************
Initial Complaint
07/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
Thieves - All they do is mislead and steal money from customers. They withdrew $8.00 without my consent. When I went to close the account and delete the game; they wanted $1.00 to withdraw my $7.40 winnings. I have successfully closed my account. I filed a complaint with PayPal the platform I used, and they said the company provided a contract?! Okay, sure if you say so. The majic number in most of the complaints seems to be $8.00. I'm guessing if they can get $8.00 from everyone who signs up, they win. If you win a little bit of money and try to withdraw, they win. They are truly thieves. If you contact them you are put into a perpetual loop of emails bot responses. 18 emails later I give up. Run away from their games. They have already lost a 43 million dollar lawsuit for a patent verdit to ******. The other players are mostly bots, which agian they are being sued for. I would be ashamed to work there. They really are flim flam people.
Business response
07/10/2024
Hello,

Thank you for contacting us.

We would like to explain that only authorized deposits can be made into the game. Before any payment method can be used to make deposits, players will have to pass a verification process to link that payment method to the game account.

After checking the records in our system, we have found that there are inquiries of yours in which your game account information is requested. However, this information hasn't been received. Please note that without your game account information, we are unable to loacte it and further assist.

Regards,
Customer response
07/11/2024

Complaint: 21967190

I am rejecting this response because:
They have all the information they need to complete the refund. The copy and paste below is the response to their email inquiry about my user ID. This was the second time I verified my user ID, first time on July 4th. Then after that they say:
********************;
From:*********************
To:Avia Support Team

Tue, Jul 9 at 7:52 AM

Hello. I have responded YES to that question twice previously and here we are 10 EMAILS later asking the same question?

On Monday, July 8, 2024 at 04:16:52 PM EDT, Avia Support Team <***********************************> wrote:

With the email address that you are contacting us with, we have found a game account (UID: 4602****833). Is this account yours? Did your issue happen on this account?

After that I receive a response with no solution or resolution.

On Tuesday, July 9, 2024 at 03:01:41 PM EDT, Avia Support Team <***********************************> wrote:

Thank you for your patience. My name is ***** and I will be taking over your case and providing further assistance. Please understand that we will never automatically charge your payment method. Each deposit to our game is required to be initiated and confirmed before completing. We highly advise carefully reading disclosures as it shows your purchase amount, bonus cash and new game balance before entering your payment method and confirming.

After reviewing your game account, we can see that you've made a successful deposit of $8. There has been a dispute filed. Please refer to the results of your dispute and contact your payment method provider for further assistance. If you have any other questions, please let us know. Thank you!

Sincerely,

***********************
Business response
07/12/2024
Hello,

Thank you for getting back to **.

After checking the records in our system, we have found that the deposit has been disputed. Please refer to the dispute result regarding your request. Thank you.

Kindly,
Customer response
07/14/2024

Complaint: 21967190

I am rejecting this response because: I have disputed your denial via PayPal. Nothing has happened since. I'm still on the perpetual wheel of emails saying now you can no longer help me. 28 emails and all say about the same thing. You have not resolved my dispute, just keep on disputing it. Until I have my money back the issue will not be resolved.

Sincerely,

***********************
Initial Complaint
07/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
This business advertises every where play to win real money, you do not have to pay, watch ads and if you aren't winning $30 in 8 minutes you need to close the game. I caved and started playing in hopes of extra cash. The app is very misleading, no tutorials to help new users navigate and learn. I played for around 20 minutes and the amount of pop *** offering this and that kept popping up. I was trying to clear them (figuring oh they obviously lied about not spending money, ads, etc. I was try to clear these pop *** and through this and from 4 different pop *** was charged $45. Now they are trying to act like I had to authorize this but I recieved no confirmation what was happening just the charges reflecting coming out of my account thru PayPal and my bank account. I just want my money back and i will never use this deceitful app again that is ripping off people just that's stretched to the brink make some extra money
Business response
07/07/2024
Hello,

Thank you for contacting us.

Please note that only authorized deposits can be made into the game. Before any payment method can be used to make deposits, players will have to pass a verification process to link that payment method to the game account. It is not a must for players to made deposits into the game to play.
Based on your description, we would like to assume that you may have misunderstood the features of "deposit" and "withdraw" in the game. When playing the game there are features we would like to recommend to understand:
"Deposit" means to make deposit(s) into the game account.
"Withdraw" means to apply for a withdrawal to receive your winnings.

Upon checking the records in our system, we have found that there is an open inquiry of yours, please refer to the response provided by the agent, thank you.

Regards,
Customer response
07/09/2024

Complaint: 21952504

I am rejecting this response because: I thought we came to spend understanding and the part about a verification process to add a payment method is not entirely true. All I had to do was click a button and add my PayPal email, no verification. I thought it was agreed and approved I'd recieve my full refund of $45 from the 4 charges but the refunds to my PayPal account are not equalling this. One refund for $20, another for $10 and a 3rd for $2

Sincerely,

***************************
Business response
07/10/2024
Hello,

Thank you for getting back to **.

We apologize for the negative experience. After checking the records in our system, we have found that a withdrawal request has been processed in your game account. Please contact Player Support if there are questions, thank you :)

Regards,
Customer response
07/11/2024

Complaint: 21952504

I am rejecting this response because: they still owe me back $13. All I want is to be refunded my money. They have tried every way to gaslight me into leaving this alone and I can deal with what I have had returned to my account that I had to do myself because they lied about refunding the money. I would like the $13 totalling the $45 I lost to their shady and false advertisement.

Sincerely,

***************************
Initial Complaint
07/03/2024
Complaint Type:
Product Issues
Status:
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.
On multiple dates over the past several weeks I deposited money with AviaGames *** who claimed to have a fair play skill based solitaire app to match with players of similar skill level for cash winnings. They have now admitted to me over email I am not actually getting played against real players and the entire business is rooted in fraud. Their entire business model is around all real cash players, so since thats not the case the only way they dont actively make money is by matching against higher scores so they dont have to pay out anything at all. They refuse to provide legal, have a fake non-existent support button, wont refund me and wont delete my account. There are now active law suits against them as reported in the media, but somehow this is still operational and available on the App Store despite defrauding and robbing people.
Business response
07/05/2024
Hello,

Thank you for contacting us.

We are sorry that you feel this way. This is a skill-based real money gaming platform where you're allowed to compete against opponent of similar skill. Please feel free to contact Player Support if there are any questions.

Regards,
Customer response
07/05/2024

Complaint: 21936339

I am rejecting this response because: this is factually inaccurate. It is not skill based and you are not played against actual opponents. **** has admitted to matching against prerecorded games and waits until your game is done before it selects the fake opponents to match you against to ensure they will win. I say they will win because again, there are no other real players in the match. The business model only works for them in a fair play environment if all players are playing the entry fee. This is obviously and provably fraud and rigged.

Sincerely,

*********************
Business response
07/10/2024
Hello,

Thank you for getting back to **.

We apologize for the negative experience. Please contact Player Support if there are any questions, thank you:)

Regards,
Initial Complaint
06/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Once again, I won $13 playing Solitaire Clash and my withdrawal request has still not been fulfilled after almost 3 weeks of when I submitted it. My withdrawal ID is Qej7drM8DihPb and my user ID is ***********. I would like to have this processed and fulfilled please.
Business response
07/02/2024
Hello,

After checking the records in our system, we have found that the withdrawal request is currently under review. Please check the in-app inquiry for updates. thank you.

Regards,
Customer response
07/03/2024
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,

DA
Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This website violated my rights in several ways and i would like a full refund. Firstly my nephew who is 13 used my phone to play this game and used my card a lot. To the tune of several thousand dollars. I submitted a complaint directly to the company and let them know a minor is using the accounts and they do not have permission to use my card... they apologized but allowed it to continue.Secondly the game is rigged, so my nephew would never be able to win - the game isn't against live players as claimed it is against bots. There is current litigation against aviagames due to this. This shows this is a fraudulent company.I would like a refund due to the two issues above.
Business response
07/01/2024
Hello,

Thank you for contacting us.

Please note that following the Terms of Service, minors are not allowed to play the game. Regarding your refund request, please refer to the Terms of Service below:

"3. Your Account
You are fully responsible and liable for all charges, deposits and withdrawals made under your Account, including any unauthorized charges, deposits or withdrawals.
6. Winnings, Account Funds, and Payments
6.1 Fees. You shall pay all fees and payments for Services ("Fees")charged to your Account. All payments shall be made in U.S.
Dollars,_prepaid and non-refundable.
6.6 Refund Policy. We will not ***** you any refunds, unless (a) we deem such a refund appropriate under the circumstances, or
(b) otherwise required by law."

Please contact Player Support in the app if any assistance is required. We will be glad to assist. Thank you:)

Regards,
Initial Complaint
06/29/2024
Complaint Type:
Product Issues
Status:
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.
Aviagames, **** runs numerous apps, one of which is Pocket7Games. This app has the option of playing several different games, including Bingo and Solitaire. When I started using the app, after a few days, I was able to play "Pay for play" Challenger matches where there is a $2 entry fee and users can play the same layout up to 3 times. These matches have a $1000 cash pool with a $100 1st place payout. After I had played about 3 weeks, I had won some matches and placed in the top 5 in many, earning quite a bit of winnings. Then, my access to these particular matches was removed. When I inquired, the support team consistently has said that the Challenger matches are randomly offered. This is only partially true. There is also a "Free to play" (you have to watch an ad first) Challenger match which has a $55 pool and a $5 1st place payout. This version of the Challenger match appears to be randomly offered. I have repeatedly pointed out that my complaint is regarding the PAID Challenger match, but the support team keeps parroting "The Challenger match is randomly assigned". Since the FREE one appears to be randomly assigned, this statement is PARTIALLY true, and they are intentionally hiding behind it to avoid the fact that I am BANNED from the PAID Challenger match, and have been since 10 June. IF BOTH Challenger matches were randomly offered, I would certainly have had at least one day where it was available to me in the last 19 after having it available EVERY DAY (until I won too much) for the approximate 3 week period.The support team also said that I needed to wait for an update for the system to reset. There was just an update a couple of days ago, yet no PAID Challenger match has been offered to **** believe I am blocked as Aviagames, **** believes they will make more money of me by only offering matches where they make a higher cut and/or they are losing money as I keep winning the PAID Challenger matches.
Business response
07/01/2024
Hello,

Thank you for contacting us.

Unfortunately, we are unable to locate your game account with current information. Please contact Player Support in the app. We will be glad to assist. Thank you.

Regards,
Customer response
07/01/2024

Complaint: 21921070

I am rejecting this response because:
I have been trying to resolve this by using the support function in the app. It is useless. I get a different "representative" each time, but it just appears to be AI, as I keep getting the NEARLY EXACT SAME response every time.
The initial response from the company said they cannot find me. I looked on the app, and I have been assigned a user ID of ***********
To reiterate, the issue is that I am no longer being offered the PAID Challenger matches after having them offered EVERY DAY for almost 3 weeks. My contention is that the system now is not offering them to me. I have used the term "banned", and the support chat keeps saying "you are not banned" I now see what is going on. They have been cleverly instructed to use certain phrases that are legally correct but misleading. There is likely no specific setting that is blocking me from seeing this particular match. The support staff keeps saying "these matches are randomly assigned", so this is true. BUT there has been a change...if it were random and no change had been made, there is no way I would see the PAID Challenger match (to differentiate from the FREE Challenger match which is showing up randomly about 3-4 times every 2 weeks) EVERY DAY for 3 weeks and then ZERO times in a month. So someone either manually or the app automatically changed my random assignment from 100% (which is what it had to be for me to see it EVERY day for 3 weeks) to something VERY small (like 1/100th of 1%), which means I would see it once every 33 years. By doing this, the support staff is not lying when they say "you are not banned from this particular match" and "this match is randomly assigned"...those are both true, but my random factor is now SO SMALL, that I will, in all practicality, not see this match in years.

My request is that my random factor for the PAID Challenger match be restored to what it was prior to 8 Jun, (to the same value it was anytime between 01 Jun 2024 and 07 June 2024) when I was seeing the PAID Challenger match regularly.

Today, for the first time, the support response included "...match modes are automatically selected by our system without manual adjustments. They are influenced by various factors and operate on a random basis..." Again, they can be telling the truth if the system, after I triggered some of the 'various factors' was programmed to set my random assignment factor to a ridiculously small value so that I never see the PAID Challenger match again (but it is possible, just like winning the lottery). So, again, I request that my random selection factor for the PAID Challenger match be set back to the value it was at from 01 Jun 2024 to 07 Jun 2024. THIS CAN BE DONE, AS IT IS A PROGRAM AND ANY PROGRAMMER CAN MAKE A CHANGE.
I would also request that these "various factors" be explained. If it is the case that I have to reach a certain level/ranking, play X number of games, spend X amount of money, etc. to have access to the PAID Challenger matches again, they state what the requirements are. But as of now, the response from the Support function on the app are basically useless as they keep saying, "you are not blocked", "there is no manual intervention, and "it is random", but they are not willing (or able if they are not provided with the information) to explain what my random factor is (so I can figure out how frequently I can expect to see the PAID Challenger matches) and what "various factors" are involved for the system to AUTOMATICALLY (as they insist there is "no manual intervention") adjust my random factor.

Sincerely,

*********************
Business response
07/02/2024
Hello,

Thank you for getting back to **.

After checking the records in our system, we have found that your inquiry has been handled by our agents, please refer to the response provided by the agents, thank you.

Kindly,
Customer response
07/02/2024

Complaint: 21921070

I am rejecting this response because:
The agents HAVE NOT DONE ANYTHING. They just keep saying, "the process of assigning game modes is random". That *** be, but my RANDOM FACTOR was changed, either manually or automatically, as I was assigned the PAID Challenger mode EVERY DAY for 3 weeks, and now I have not had it assigned even once in 3 weeks. Clearly something changed.
The agent today added something new, that being "I am unable to provide an alternative solution beyond what has already been provided". THERE HAS BEEN NO SOLUTION PROVIDED, just rhetoric that says the system is random, which *** be, but the random setting for me has been changed so that it is so small that I am not able to play the PAID Challenger match. This is discrimination against me.
The assertion that "there is nothing we can do" is without merit. Avia is the developer, so they have programmers who CAN fix this. The agents who work the app support inquiries likely do not have access to do this, but the programming staff can. It is disingenuous for the responder to say, "the support staff addressed this" because they, by design, can only provide responses that sound impressive BUT DO NOTHING TO ADDRESS THE ISSUE.
I am not opposed to filing a discrimination complaint about this. Once filed, Avia will be compelled to provide the code so that I can show the judge and jury EXACTLY how it is programmed to discriminate against good players by not allowing them to play ALL the game modes, just the ones that provide Avia with a higher percentage. I am hoping that by using BBB to contact the company, vice me having to use the support AI which is useless, that someone at Avia would take this seriously, but it is obvious that they keep wanting to play the game of pushing all complaints to their AI support agents that just keep spitting out the pre-programmed words to avoid doing address valid complaint about fair play, which is very interesting since their website states, "Avia strives to remain committed and honest to our players. We offer a safe payments method via PayPal and more." and "Our team is continuously working on providing more options to make real money gaming easy and accessible for all." Clearly Avia does not stand by most of this, as they are not honest to me (they won't provide me the same random access that lesser players have and will not explain what, if any, factors trigger the system to change the random access factor. And, the second quote is clearly not being upheld, as I am not experiencing "accessible to all"...I am being discriminated against for being an exceptional player. It is quite sad that Avia spouts all these impressive-sounding words and then does the opposite and won't address the situation when a valid complaint is filed.
I completely reject this latest response, as it does not address the answer and by saying "it has been addressed by support", which is completely false, **** continues to avoid answering my issue or explaining what would have to be done to have the random access factor for the PAID Challenger match increased back to what it was on ***** June 2024, as per my request. If the answer is, you have to attain level X, then so state, but this is not the case. I firmly believe that my random access factor has been set so low that, in effect, I will never see a PAID Challenger match again, but **** and disingenuously can say "the game assigns the modes randomly" and not be lying, but they are, in effect, banning me.

Sincerely,

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

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