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
09/24/2021
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.
To Whom It May ********* am reaching out to BBB to help me with my case against ZYNGA **** Few days ago, they suspended my account Zynga ID *********** with my total chips of 261T without providing me real exact evidences that I really violated their terms of services. I will not defend myself if I really did violations as I am following every rules they're implementing. I've been a pioneer and started playing since 2008, I spent so much money purchasing their chips and golds to participate on their raffles and sweepstakes. I keep on purchasing on their promotions to level up my tier. When I sent them email, they kept insisting that I participated on illegal trade with suspicious players on tables. I told them that I took a break and inactively playing due to my back surgery on August 30 that I only played tournament such as ********* I cannot accept their allegations that I was involved in illegal trade. This is a scam. I want my whole chips back. This is not fair!
Business response
09/25/2021
Zynga has assisted the claimant regarding his issue. Please refer to case # ******** KB
Customer response
09/26/2021

Complaint: 15904711

I am rejecting this response because:
I am not satisfied with Zyngas response to my case due to lack of evidences and not providing me videos and logs when the transfer existed that I violated their terms of services. She mentioned that my violation happened in September 19, 2021 with inbound transfers and players engaged on the said date. I was already suspended September 19, and unable to opened Zynga and so impossible I was receiving chips. I provided them evidences of screenshots with specific dates that Ive been 261T since July and theres no way I received inbound chips. I have not played my account actively due to my back surgery and frequent migraine attack. They inadvertently suspended my account without giving me realistic facts of evidences. All their responses were based on their software tool that inaccurately suspending people. Zynga have done this to many and Im not the only one complaining about their unfair ruling out cases like this. We, the consumers deserve to know exactly our violations and they should show proof of our violations. We, the consumers spent so much money purchasing only on their website and its not fair just to take away our chips that we played hard and worked hard for many years. I will defend myself for I am not guilty of their accusations. I will keep appealing to my case until they provide and shown me facts of my violations.
Sincerely,

******* Ripors
Business response
09/28/2021
Zynga has already provided the final resolution for the claimant regarding her issue. Please refer to case # ******** KB
Initial Complaint
09/23/2021
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.
The game updated with new play options and a pop up message that said you can toggle between games anytime. When I toggled between games it removed all my coins. I had purchased two set of coins and had approximately ******* left when it removed them all to zero. I emailed and sent feedback and received no help on why it was removed only an email stating how to play the new games. When I emailed back about the theft of the coins I was told it was escalated but noone is responding. This is theft. I purchased my coins, not earned them for free. Two sets at **** each set.
Business response
09/26/2021
Zynga has assisted the claimant regarding her issue. Please refer to case # ******** KM
Customer response
09/27/2021

Complaint: 15898705

I am rejecting this response because the problem has not been resolved. The business sent be an email requesting more information but has not done anything to resolve the problem.

Sincerely,

*************************
Business response
09/30/2021
Zynga will continue to assist the claimant regarding her issue. Please refer to original case # ******** KM
Initial Complaint
09/23/2021
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.
Zynga took my chips, 7.3T, without any explanation, and suspended my account. I requested to show me what rule i broke but i didn't receive any. I want zynga to give me back my chips or to give me the reason with proofs that i break the term and conditions. Is gambling game and there is no reason to suspend or take chips from players when they win. I spend a lot of money buying chips from Zynga and they took my chips.Please help me to stop this abuse.Thank you.
Business response
09/26/2021
Zynga has assisted the claimant regarding her issues. Please refer to case #******** HD
Initial Complaint
09/21/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased, legally, merchandise (chips) directly from Zynga, Inc. for the past several months -- suddenly, without giving me any proofs, Zynga, Inc. decided to suspend my account and confiscate all my legally purchased chips away from me -- their claim is that I was transferring chips -- I asked for proof and they refuse to do so -- this is stealing/robbery on their part since they took my legally purchased chips place them in their Vault and sell them to someone else -- it just does not make any sense -- Regards -***********************
Business response
09/22/2021
Zynga has assisted the claimant regarding his issues. Please refer to case # ******** RR
Customer response
09/23/2021
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is 50% satisfactory to me; since they decided not to restore the merchandise that I paid for.

Sincerely,

***********************
Initial Complaint
09/20/2021
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 pay so much money out of my own bank account to enjoy myself with playing ***** hold em and they always find a way to take all of my chips away. By saying that I made a violation!!! Its like the rob you from the money that I have spent just to keep the chips that are rightfully mine. I am not the only person they do this to. I want my full 830 billion in chips back!!!!
Business response
09/21/2021
Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case #******** HDB
Initial Complaint
09/20/2021
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 play Zynga poker. I spent money to buy coins/chips. I, recently, built my account up to 42 Billion DOLLARS(In chips). My Zynga screen froze while I was playing so I had to refresh it. When I did, i lost 20 billion chips. I have written to them 4-5 times. I have given them the date and time and all information. THEY HAVE NEVER RESPONDED. They are in the business of selling chips so it should be criminal for them to steal people's chips. I WANT MY CHIPS BACK, at the very least. MANY people seem to have the same issue but if they do not comply, i will make a legal complaint against them and tell the government what they do. They seem disinterested but I am going to make a big deal about this if it is not settled. I want all my money back or the chips replaced
Business response
09/20/2021
Zynga has assisted the claimant regarding his/her issues. Please refer to case # ******** JO
Customer response
09/21/2021

Complaint: 15883310

I am rejecting this response because:Zynga has NEVER responded to my complaint. I have emailed support 5 times and they have never answered back. They are completely lying.

Sincerely,

***********************
Business response
09/22/2021
Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case # ******** **
Customer response
09/27/2021

Complaint: 15883310

I am rejecting this response because: What is their response? They just say they are working with me and I have texted and emailed them 10 times in 2 weeks. There is no communication from Zynga

Sincerely,

***********************
Business response
10/11/2021
Response was sent to the claimant on Sept. 20 & 22, 2021 regarding the resolution of his claims. Please refer to 13620071 ***
Customer response
10/11/2021

Complaint: 15883310

I am rejecting this response because:

Sincerely,

*********************** I never received any response..Where did they send this to? Nothing came to my email
Business response
10/22/2021
We have responded to the claimant on the following dates: Sept. 20 & 22, 2021

Our responses was sent to the email address indicated in the BBB complaint. We encourage the claimant to contact our support at https://zynga.my/PokerContactSupport regarding his account. Please refer to 13620071 **
Customer response
10/26/2021

Complaint: 15883310

I am rejecting this response because:YHEY NEVER CONTACTED ME ON MY EMAIL AND I DO NOT HAVE A SPAM FOLDER!!!

Sincerely,

***********************
Initial Complaint
09/19/2021
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 had won, and been sent a lot of coins. Well, I reported some cheaters, and then they banned my account. When I was able to get back on the game, all 31 million of one chips were gone. They were refused to tell me why I was banned for the day, and they refused to give me back my coins.
Business response
09/23/2021
Zynga has assisted the player with his issue - ******** MJ
Customer response
09/24/2021

Complaint: 15881771

I am rejecting this response because:the business will not show me proof of cheating on my account. Also, I didnt earn 31 million coins from one game. They are fraudulently stealing chips from players. I want my 31 million chips back.

Sincerely,

***************************
Business response
09/28/2021
Zynga will continue to assist the claimant regarding her issues. Please refer to original case #******** MJ
Customer response
09/29/2021

Complaint: 15881771

I am rejecting this response because:the other support wont respond, and this support team keeps telling me to contact the other team, who has not replied or returned my chips.

Sincerely,

***************************
Initial Complaint
09/13/2021
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 am a ***** holder poker player in ******** since 2013 and i am a professional player,my ZYNGA ID IS ( *********** ). i don't know this year is terrible with suspending accounts with or without raison .my account got suspended last night with no raison , I had into my account around 220 Billions chips in game .i always buy chips from zynga to play almost 3 times a month with amount of $100 each purchase ,and my last purchase was on september 04 2021.so please i want to complain against this company that keep suspending players counts to let them accept the penalty that is only one Million to keep them buying from this company chips This game is so unrealistic!!! You can tell the tables are filled with bots and if you ever buy chips, they will be eaten up so fast! You can go over an hour with no winnable hands! This game is terrible and worse than it was a couple years back.
Business response
09/14/2021
Zynga has assisted the claimant regarding his issue. Please refer to case # ******** KB
Customer response
09/15/2021

Complaint: 15861318

I am rejecting this response because:

Sincerely,

Janno Mlk
Business response
09/20/2021
Zynga has already provided the final resolution for the claimant regarding his issue. Please refer to case # ******** - KB
Initial Complaint
09/11/2021
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.
Been play Black Diamond Slots game since 2013, & noticed I could request for my personal record so I did. It asked me for an official identity such as passport or driver's license to prove who I am. I went on-line to see if Zynga was ligitimate. BBB Great West+Pacific had A+ on Zynga so I upload my driver's license card. They approved & sent me an email to download my record. Clicked on it but nothing happened. Tried 3 times, this was at 9 PM, Monday 9/6/2021. Next day started contacting them with the email given, phone#s I found on them, no success. The phone# from BBB also did get me to speak to a live person. It was recording. Yesterday I got a notification from ****** Chrome saying someone was trying to hack into ntp.msn.com, my computer had slow speed. Said not to visit website now because website uses HSTS. So I went to my on-line banking & found someone's user name on it. Called my bank but they said it's ok. That is why I am filing this complaint. This is the firs
Business response
09/12/2021
Zynga has assisted the claimant regarding her issues. Please refer to case # ******** CC
Initial Complaint
09/11/2021
Complaint Type:
Order 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.
Good Afternoon, please i will like to ask your help with an issue that is reoccurring on Zynga ***** Holdem Poker game involving players : Diyar, BJ, ******. Those persons are stalking me and my friends : ****** ***** ****** ******** ******* Sahara, and in this moment we all feel that our privacy, out integrity and safety has been compromised. All this players( Diyar, BJ, ******) are using against me and my friends foul language, discriminating words, vulgar language, threats directly to us or to our families, sexual verbal abuse, racist verbal abuse. In this mode they are bringing a state of fear and insecurity on game, hatred against me and my friends. Because is a game, i believe people should be treated with respect, to have fun and relax not to feel fear and threats. Please help us to stop this state of madness in this game.
Business response
09/12/2021
Zynga has assisted the claimant regarding her issue. Please refer to case # ******** KM

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