ComplaintsforZynga, Inc.

Online Gaming

Additional Complaint Information

Customer Complaint:

BBB’s profile for Zynga, Inc., was created in September 2008. A review of the file was done in October 2023. Complaints on file concern virtual goods for various games are partially received by consumers and virtual goods missing from their accounts. BBB advises consumers to review, “Player Support”, for further assistance. https://www.zynga.com/support.

Consumers may also review the company’s Terms of Service at, https://www.zynga.com/legal/terms-of-service

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Initial Complaint
06/05/2024
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.
I purchased their "race pass" upgrade on May 8th, 2024 for the sole purpose of obtaining a second race car to be used for spare parts, what they call "stripping". However, due to a known bug, I was unable to strip said car. I have reached out to them, but they refuse to take responsibility, nor to refund my money. Saying all sales are final. So I then reached out to the ****** Play store for a refund, but by that time it was too late and they refused the refund. I would either like to strip this duplicate car, or be provided a refund for the money I spent.
Business response
06/09/2024
Zynga has assisted the claimant regarding his issues. Please refer to case # ******** CC.

Customer response
06/09/2024

Complaint: 21809689

I am rejecting this response because: They did nothing, and continue to accept any responsibility for their issue even though I've provided adequate proof of their bug.

Sincerely,

*********************
Business response
06/12/2024
Zynga will continue to assist the claimant regarding his issues. Please refer to original case # ******** CC.
Customer response
06/13/2024

Complaint: 21809689

I am rejecting this response because: they still haven't properly addressed the issue. And I don't know why they keep referencing an issue that happened on a different date. Thia is regarding a new issue.

Sincerely,

*********************
Initial Complaint
06/03/2024
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.
Zynga has a Game of Thrones Slots game. They promise big wins, interactive gameplay etc. However, this is partially a lie. They don't actually give you big wins...instead they actually rig the game so that it doesn't actually pay you anything. They recently updated the game on Friday via app store and the game has done nothing but take players coins and force spending. The game actually makes people become addicted much like a slot machine in a casino. They have a feature called a "Dragon Respin" in which it would allow the reels to give a win or bonus game. Since the update, I have lost Trillions of coins because they altered the gameplay and functionality of the game to prevent any wins. Before the update I had Respins all the time and since Friday....I have had 7. I have lost coins and even real money because of this. I am not the only player having issues. I asked to speak to a manager who has not even reached out to me to try to resolve the issue. I want my coins back since the game no longer works or functions like it did before the update on Friday. This is unacceptable.
Business response
06/07/2024
Zynga has assisted the claimant regarding his issue. Please refer to case # ******** KM
Customer response
06/07/2024

Complaint: 21798265

I am rejecting this response because: the businesses communication was unsatisfactory as well as offensive. The addressed me in a condescending manner. Not only that, but they did not even read my original message. They attempted to play the whole thing off as of it where my fault. I also informed them that simply dismissing me rather than trying to find a resolution to the issue and for both parties was abhorrent.

Sincerely,

*******************************
Business response
06/08/2024
Zynga will continue to assist the claimant regarding his issue. Please refer to original case # ******** KM
Customer response
06/11/2024

Complaint: 21798265

I am rejecting this response because: No resolution has been reached. Their response stating they will continue to work with me on this matter is a LIE! The latest email (which I have attached) clearly states that they will not respond to me anymore regarding this matter. In every email they have sent they have neglected a resolution, been offensive, condescending and dismissive of me and the complaint I have brought forward. As stated above, they have said they will not respond to me any me anymore. I reject this response until a mutually agreed upon resolution can be met.

Sincerely,

*******************************
Initial Complaint
05/29/2024
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.
My child was fraudulently scammed into making multiple purchases from the game dragon merge in the all without my knowledge. My child did not know what the purchases were and the all did not ask for my permission to make purchases for each time
Business response
05/30/2024
Zynga has assisted the claimant regarding his/her issues. Please refer to case # ******** AV
Initial Complaint
05/27/2024
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.
5/26/24 My ******* love free slot apps. Been playing on Zynga for years. And, while he still mostly plays for free, I make purchases now and then. Sometimes, a glitch occurs. But, it never used to cause a loss big enough for me to make a fuss over. So, I let them slide. UNTIL I purchased a 'Horse of a Different Color' scratcher last year. They consist of nine squares, under each of which is either a horse or a dud. Your prize is determined by how many horses you find. BUT, if you happen to have a horse under EACH square, AND if four of them are the same color, you win a HUGE bonus amount. I got ALL 9 on this one! AND, FOUR of them were GREEN! I was SO excited! But, it only paid me around 14M of the more than 231B that I had just WON! This time, I contacted support trusting that they would be happy to fix it. Especially since they could validate my claim with the click of a button. I gave them the info they requested and waited. FOUR DAYS later, I got a reply saying that they had 'graciously' decided to add 5M credits to my account JUST THIS ONCE! And that was it! They ignored ALL subsequent messages and questions. I was furious for *****! Not just at their failure to right THEIR wrong, but at their blatantly unwarranted disrespect. I don't bother w/'support' anymore. It's infuriating and futile. But, last month, they changed their whole UI. Right away, I caught a glitch involving their Lucky Stars incentive. When you collect 160 stars, you earn a scratcher. It takes a while but, it's usually a good boost. But now, it's not giving me all of my stars. So, when I should have ALL 160 stars in my bank, I only have around 100. I told them about this right away. It was mid-April. They said they were aware and, working diligently to resolve it ASAP. FFWD 5+ weeks and the issue is STILL not resolved. On 5/8, I wrote again to let them know that I expect fair reparations this time that reflect the ***** they've spent KNOWINGLY stealing from me. I have yet to hear back.
Business response
05/30/2024
Zynga has assisted the claimant regarding her issues. Please refer to case # ******** RR
Initial Complaint
05/25/2024
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.
it was unauthrization charge on my chime card , chime knows it also zynga sent proof the agent said it. but no one gave refund back yet. ****** play returned the ***** back to me when i told them. if it had been charged on ****** play they would gave it back. someone got on my phone was not locked open up and charged on the site my debit credit card is saved on it they tapped it.i need that ****** back to my chime account , our dad just died there many bills on his buriel - gravestone it was shame how the healthcare gave him bad services here. anyway i reported it u can see the evidence point to them giving me a refund now back.those coins are to high if i got some be like 5 dollars or low cost ones i never buy that much that crazy. some child much of tap it i had open or some error but they sure played those coins fast like mad. plus i saw the challenges complete on everything there suppose been a bonus prize of 100 trillion coins given someone said online if they all done like that but none was given.the zynga agent said it was not authorized charge but they never said they give refund back. chime they got folks overseas doing it they did not approve it they should of i called in and told them on it.i delete hit it rich off my cell phone and keep my phone locked with pin now on. i never let s*** like this occure again this is crazy something happen like this i just put the funds in there from walgreen.that too much money to lose on ******** game charge . i just want funds returned back that be it.notify them tell them refund my funds back to my card the chime bank get it i see it when it go back in there.
Business response
05/27/2024
Zynga has assisted the claimant regarding his issue. Please refer to case #********- NL
Customer response
05/27/2024

Complaint: 21761708

I am rejecting this response because:

Sincerely,

*************************
i just want my funds refunded ****** returned back on to my chime card i will then close this case finalize the end on it on here then.... the money suppose go on my chime card from the ************************ card that was unarthorized. we settle it on bbb not in private i am too smart i dont trust anyone has be accepted on here so give my refund back as soon i see it going into my chime card i end this complaint.
Business response
05/31/2024
Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case # ******** NL
Customer response
06/01/2024

Complaint: 21761708

I am rejecting this response because: i need my money back i should got it asked for refund that was like 2 week ago i should been gotten it they rich zynga make billions each year they can refund my ****** now to my chime card i end the complaint. they are to know they lose business and millions from new customers by not refunding my money back i need i have asked over and over again... they like greedy over ****** cent rather lose millions and customers go bankrupt ..they need pay do right issue the refund...

just like ***** if he had pay that woman that 10 million he would not owe 86 million trying to fight it then lost also that other case now all he had to do was pay 350 million it been over now , ***************************** paid his off no big deal just as ***** did and ***************************-many others. being cheap make you lose more money just refund the funds no big deal zynga i need my funds back this was wrong to take this long but i end the complaint case as soon i get money on my chime account returned .

Sincerely,

*************************
Initial Complaint
05/20/2024
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.
I have purchased credits on this app to use towards games. I have noticed several times that the credit balance decreased without me even playing the game. I have reached out several times to my phone carrier (spectrum) about issues like this, and their response was that the problem was not on their end. Im not sure how this is happening. Whether this is a problem with the security of the app or a problem concerning *******
Business response
05/23/2024
Zynga has assisted the claimant regarding his/her issues. Please refer to case # ******** RR
Initial Complaint
05/17/2024
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.
I completed requirements from offer wall and reached out to zynga and instead of honouring the offers they deleted them and then tap joy stopped replying when I sent photos. I followed requirements and instructions. I now have survey emails filling up my email inbox which Ive unsubscribed to now but am still getting and all the time and frustration involved with completing offers was for nothing. Zynga seems to have an issue with the offer wall and get paid to offer these things by those companies and isnt honouring the rewards but is getting rewarded for doing this to players. All Im asking is for my rewards to be honoured because I put in the time and effort so they could get paid and I did the work for them to make money off of scamming my time and energy when I just wanted to sit and play a game to relax and get my mind off of a difficult time in my life, and ended up doing work for them for nothing. I guess this is happening to a lot of people and I deserve my rewards for my work.
Business response
05/18/2024
Zynga has assisted the claimant regarding her issues. Please refer to case #******** MS
Initial Complaint
05/13/2024
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.
Blocked from chtains with players
Business response
05/15/2024
Zynga has assisted the claimant regarding his/her issues. Please refer to case #******** RO
Initial Complaint
05/06/2024
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 complaint is in regard to the game Merge Dragons and is not about money, it is about the game company purposefully using pop *** in their game in such a way that hard earned or purchased gems are used unintentionally. This has happened multiple times to the tune of over a thousand gems that they will not return. I have suggested multiple times they add a verify or confirmation button to prevent the unintentional use of gems and it has not happened. Because gems are available for purchase, they have a monetary value which means every time gems are used unintentionally due to an in-game pop up and Zynga refuses to return them, Zynga is committing ***** larceny. My player ID:Merge Dragons! v11.3.2(1052) C_1714400778 uId: c790eea6fc57cbd44fe47b2f2bf21cf9 nId: 5344241e-0013-4c49-9b28-e0edd30b3941 CloudSave zId: *********** Device zId: ***********
Business response
05/07/2024
Zynga has assisted the claimant regarding his/her issues. Please refer to case #******** EB
Customer response
05/08/2024

Complaint: 21675578

I am rejecting this response because:
I turned to the BBB after in-game support said YET AGAIN I'm out of luck, they won't do anything to return what was essentially stolen from me during game play. Your Zynga representative did absolutely nothing to resolve the issue.

Sincerely,

*************************
Business response
05/10/2024
Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case #******** EB
Initial Complaint
05/03/2024
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.
Besides experiencing glitches that makes my chips goes missing ( not considering losses at table nor taxes from wining hands ); Zynga made three unauthorized charges in my card, I dont know what it is about, they say they dont know either and just dont seem to care about it.They just said they do that; BUT it Im concerned I should authorize them to block my account to any future purchase. Well I dont know anything they sell for around US$1,00 each, and if they claim not to do unauthorized charges why should I block it ?
Business response
05/04/2024
Zynga has assisted the claimant regarding her issues. Please refer to case #******** JG
Customer response
05/04/2024

Complaint: 21663281

I am rejecting this response because: as the receipts show the charges were made directly from zynga not by Apple so I cant ask for refund from them. There are no purchases from those three values on my historic.
i also disagree with the need of the need of I asking to block my account from purchase since zynga claims not to make unauthorized charges. In my point of view its illogical and controversial.

Sincerely,

**************************
Business response
05/08/2024
Zynga will continue to assist the claimant regarding her issues. Please refer to original case #******** JG
Customer response
05/09/2024

Complaint: 21663281

I am rejecting this response because:

We will no longer answer about this donkey and any future ticket with the same subject will be closed without answer is not an answer and is not customer service.
****************** Claims not to have my card data, but if you buy in Zynga store - it doesnt involve Apple, they keep your information.

Card administration say I must contact the seller of the product to know about the purchase.
zynga says they dont have these purchases in my historic: it is because I really didnt buy them; I just got charges of them.
Sincerely,

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

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