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
08/31/2021
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.
My account was recently cancelled. When I contacted the company, they told me it was because of inactivity. I have logged in on average 5 out 7 days a week for the daily bonus. The inference I got from the representative suggested I had to play hands to keep my account active but the section of their terms he quoted merely said "we may delete or terminate accounts that are inactive (i.e. not logged into) for 180 days). Well I have logged in several times so I have met the terms of active. I have made a purchase through this site, so I am requesting my account be reactivated. UID ***********
Business response
09/01/2021
Zynga has assisted the player with his issue - 13538264 MJ
Customer response
09/02/2021

Complaint: 15820188

I am rejecting this response because:They did not help me at all. They asked for more information which I provided. They need to reactivate my account.
Sincerely,

*********************
Business response
09/06/2021
Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case #******** MJ
Initial Complaint
08/30/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've been playing games with an online company called Zynga. This past week I ranked #5 in their highest league - 20. I garnered over 500B coins (not real) and today I received a notice that I've been suspended, their "security team" thinks I'm suspicious, a bot or some other way of cheating, of which I have no idea how I'd go about that.Anyway, I have purchased chips many times, up to several thousand dollars over the years, so I'm an actual customer. The 500B chips were earned through winning tournaments. To be kicked off for being a good player is NOT a good reason and I'm sure I'm not the only one. I'm a 60 year old woman who just enjoys playing poker online as my way to unwind at night.
Business response
08/31/2021
Zynga has assisted the claimant regarding her issue. Please refer to case # ******** KB
Customer response
09/01/2021
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, though I don't condone your bully tactics.

Sincerely,

*************************
Initial Complaint
08/24/2021
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 have been playing GinRummyPlus with zygna for years and all of a sudden I see my account closed down permanently for some Violation. I dont know what I could have done I just play the game. I also had a pretty good bank. I want to know what I did and I want my account opened or refund **** see I am not the only person who has had this happen. Something needs done about this. I hope you can help.Thank you ***************************
Business response
08/28/2021
Zynga has assisted the claimant regarding her issues. Please refer to case # ******** CC
Initial Complaint
08/24/2021
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.
Natural Motions is stealing money from its customers by randomly revoking access to hundreds of accounts at a time. Zynga and Natural Motions uses insider gaming and takes it's frustration out on paying customers.I believe they will be in mediation for this soon if not arbitration with hundreds of players when I upload a video on how to file it.
Business response
08/29/2021
Zynga has assisted the claimant regarding his issue. Please refer to case # ******** KM
Initial Complaint
08/12/2021
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.
I purchased for **** USD the path of valor in Empires and Puzzles which should give me fifty rewards. However, it is based on the time played with others within a strict timeframe. I am not able to receive the items for which I paid because of lack of time. I would like to receive the rewards for which I paid or be given a refund for the Pass. I contacted support they indicated they could not help because it would be unfair to other players. That makes no sense, I paid for the content. I am not asking for anything free, but only those items for which I paid.
Business response
08/13/2021
Zynga has assisted the claimant regarding his/her issues. Please refer to case # ******** RR
Customer response
08/14/2021

Complaint: 15755212

I am rejecting this response because:
The response was to contact support, which I did. The support representative indicated they are unable to help me because it would not be fair. I do not accept this response. I am not asking for anything free or above / beyond that which I paid. I paid for a set number of items from an offer and I would like the items for which I paid, or a refund, or some offset. Furthermore, the person who initially responded will not not speak to support on my behalf and only tells me to contact support again.

Sincerely,

***** May
Business response
08/17/2021
Zynga will continue to respond to the the claimant regarding his/her issues. Please refer to original case # ******** RR
Customer response
08/17/2021

Complaint: 15755212

I am rejecting this response because: They keep asking me to contact support. I have, multiple times, they are not offering any help. They continue to say nothing can be done. I am not asking for anything free, I am only asking for access to the items for which I paid.

Sincerely,

***** May
Initial Complaint
08/11/2021
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.
Dear BBB,My name is *********************** and my player ID is *********** I have been playing Zynga poker for many years. Recently, Zynga reset my account and took approximately 4.5 trillion in chips from me. I reached out to them to find out why they reset me and they every time they replied to me, they gave me a different reason(please see the communication I have had with them attached) and when I asked them for proof they ignored me and failed to provide me with proof. Zynga accused me of purchasing from third partys sellers, they accused me of transferring to friends, they accused my of transferring within accounts, then they said someone reported me for transferring. I asked them who reported me and I asked for a date they stopped replying to me. I would like Zynga to tell me who reported me and when I transferred chips. When Zynga reset my account, I had not played in many weeks. If Zynga cant give me proof, I want them to return all my chips. This is not the first time the
Business response
08/11/2021
Zynga has assisted the player with her issue. Please refer to issue #********
Customer response
08/12/2021

Complaint: 15750200

I am rejecting this response because: Zynga has not assisted me or helped me with my issues. They have not provided my with any proof of me violating their terms of service. I repeatedly asked Zynga to return my 4.5 trillion in chips because they falsely accused me of transferring chips to other players, but they failed to do so. They reset my account and they did not return my 4.5trillion. I have asked them for proof of a date of chip transfer and name of player I transferred to and they ignored all my requests which proves that I did not violate their terms of service. Ever since they reset my account, I have had different members of Zynga reply to my emails with different reasons for the reset. I have spoken to other Zynga players and a lot of them have had similar experiences with Zynga resetting them with no proof of them violating their terms of service. It seems to me this is how Zynga makes money, they force their players to purchase by resetting their accounts. I have spent a lot of money purchasing chips through their app for many years. I am beginning to believe this is some sort of scam.

Sincerely,

***********************
Business response
08/16/2021
Zynga has provided the final resolution to the claimant's issue dated August 17, 2021. Please refer to original case # 13438969 HDB
Customer response
08/20/2021

Complaint: 15750200

I am rejecting this response because: Zynga claims I transferred chips on July 30th and I have told them I did not play or transfer chips on July 30th. I asked them to send me proof of the transfer and they have failed to do so. Zynga has had history of resetting players without showing any proof of transfers so that they can force players to purchase chips from them.

Sincerely,

***********************
Business response
09/08/2021
Zynga has already provided the final resolution for the claimant regarding his issue. Please refer to case #******** HDB
Customer response
09/11/2021

Complaint: 15750200

I am rejecting this response because: The response I received from Zynga is unsatisfactory to me because they refuse to provide me with proof of any chip transfer to or from my account which proves I did not transfer any chips. This is a tactic that Zynga uses to force its players in to purchasing chips. Zynga resets the players accounts regularly and removes all their chips by claiming the player violated their terms of service. Zynga is known for doing this to many players. Their claims are baseless and fraudulent. I hope that people find out the truth about Zynga and their fraudulent claims and they never purchase fake chips with real money from them.

Sincerely,

***********************
Initial Complaint
07/27/2021
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.
Hi, My name is ****** ***** and I was a good Zynga poker user and I bought many chips from Zynga company ( $20000 USD worth tier diamond ) and I had more than 16 trillion chips in Zynga poker game and They suspended my chips into 1 million only please help me to get my chips back to my Zynga Poker and then I can play again, I don't do any violation so please Zynga reinstate my account. they suspended my account on 26/July/2021 and my Facebook account name is ****** *****. I hope Zynga will reinstate my account soon. Thank you
Business response
07/28/2021
Zynga has assisted the claimant regarding his issue. Please refer to case # ******** **
Initial Complaint
07/20/2021
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.
for the 5th time I am fighting for my very valuable account back from Zynga that they banned for no reason ....they gave me 10 different reasons, the attached shows final reason which is impossible. And today, my friend is receiving bonuses from the account they took from me -- meaning "someone" is using it or it is becoming active again. I TRUST ZYNGA will do the right thing and reinstate my account which I paid for, have followed all their rules, but they keep denying me access unlawfully. It is an account they (Zynga) value at over $410,000 USD in their market share value. I have reached out to investors of Zynga as well. It is IMPOSSIBLE BASED ON ATTACHMENT FROM ZYNGA THAT I DID WRONG ON MARCH 5. they closed my account the day before but accuse of wrong doing (in detail) on next date. They know this is IMPOSSIBLE. I WANT MY ACCOUNT BACK REINSTATED FULLY
Business response
07/21/2021
Zynga has assisted the claimant regarding his/her issues. Please refer to case #******** BL
Customer response
07/22/2021

Complaint: 15675905

I am rejecting this response because: they say "Zynga has assisted the claimant regarding his/her issues. Please refer to case #******** BL" This is a lie.
The truth below!
My one single commentagain - this is impossible - there is no other evidence to prove that Zyngamade a terrible mistake. I played March 4th, logged off at 8:45 PM after losing17t. I woke up at 11 PM (or thereabouts) and saw my balance was zero --ON MARCH 4TH.

So this illegal chipmovement (previously said by **** "incoming chip movement on March 5) isSIMPLY IMPOSSIBLE AS I WAS ALREADY BANNED WRONGFULLY MARCH 4TH.

If this doesn't show/prove your system is100% inaccurate and wrong, there is something wrong with whomever reads mycomplaint.

I DID NOT PLAY MARCH 5TH. I COULD NOT. YOU BANNED ME FOR NO REASON ON MARCH 4TH WHEN I LOST 17TPLAYING FAIRLY AS ALWAYS.

This is absurd toclaim activity on my account unless YOU or someone from Zynga used my accounton March 5th. I COULD NOT LOG IN.
They change story again. I need BBB help with arbitration or further action. Their reply below -- when I proved their claim was wrong! look at attached- they claim March 5 and incoming chip transfer. I COULD NOT PLAY MARCH 5 and when I played March 4 I LOST 17t IN CHIPS -- I HAVE PROVEN THEY ARE LYING AND THEY KEEP COMING BACK WITH MORE LIES. I NEED BB HELP WITH ARBIRATION. THEY STOLE MY ACCOUNT. see attached-- says inbound transfer violation on March 5. I could not play March 5 - already banned. Now they claim time zone issue? even with this new lie, I LOST last time I played - 17T on March 4. Then they ban me. So proof of lies - see attached. I NEED BBB TO ARBITRATE. THIS IS NOTHING BUT ANOTHER LIE BELOW. IMPOSSIBLE! IT SIMPLY DID NOT HAPPEN ON MARCH 5 (ANY TIME ZONE!)

Now they say below which is another lie/excuse. There is no truth to their claim:
From Zynga **************** P on 7/21: Apologies for the confusion, but based on our records, the date in question was March 5, 2021 and the time zone was in Coordinated Universal Time (UTC). This is hours ahead compared to your local time zone.

It is imperative that all players follow the Terms of Service in order to keep Zynga Poker fair for all players. The account has been reviewed by multiple teams and, unfortunately, it is ineligible for reinstatement.
THIS IS LIE --- AGAIN, ANOTHER EXCUSE -- THEY HAVE STOLEN AND WON'T BE HONEST ... I DID NO WRONG!

Sincerely,

*******************
Business response
07/28/2021
Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case #******** BL
Customer response
07/28/2021

Complaint: 15675905

I am rejecting this response because: I sent this to Benji as he replied to BBB complaint to my email. They MUST REINSTATE or I ask BBB to start arbitration:
Dear Benji - I would very much like to discuss this as adults --
You have to understand when my account was "wrongfully suspended a year ago" I heard this same type of accusations and I went to ***********************.
My account was reviewed and I have in writing it was "wrongfully suspended then" and they fixed it.
Immediately afterwards, I dealt with ******* and she was very professional - I spoke to her on phone and by email and requested Zynga monitor my account 24/7 to avoid this type of error again. Please talk with her. I have documentation (attached which I have sent before) with her telling my the "warning signs upon logging in were because "I (*******************) requested to be watched" You can see I was happy about that because I WANTED to be watched. I never ever violated Benji

I also spoke to ******* for two hours on the phone (from your ******* office in May). He asked every question possible and I was 100% honest with him. He believed me and said he wanted to get me back into the game. He told me some strange user ID's were somehow "mixed up with my account" and he would get this resolved.

I then spoke to *** VIP and he said my phone was in ******.

Your system somehow, some way, mixed up my account ID with someone else. I am in ***. I never had another account. I never violated. I never lived in ******. Again, your system wrongly associated my account with someone else. I don't know how, but your software and engineering team MUST be able to see I am in *** (from IP address and device), etc. and I don't know how Zynga mixed it together with someone from ****** (I don't even know anyone in ******).

Also I was banned on Jan 24. Again, I did no wrong. ****** immediately reinstated me saying wrongly banned in error -- they reinstated my $416 trillion at that time.

But this March 5 accusation, look at the wrongful accusations Benji
1) first was transfer Jan 9 (they already looked at Jan 9 - ****** did and team - and said that was FALSE ban which caused Jan 24 ban which they gave back to me. This should not be a "warning or error on my part or flag on my account" because I did no wrong and they told me so and reinstated me.
2) then they tell me I am bot
3) then they tell me collusion on Feb 25
4) then they tell me March 5
5) now you tell me different time zone (could be days) -- that would imply -- think about it --- that someone from different country must have hacked my account. I only life in *** (Mass) and never played anywhere else outside of ** except during my trip to Aruba last March 2021.
I have played in ***** when I went on vacation (also in ***).

There is something very wrong with the "system" detecting my account as doing violation or being in different country.

I never violated Benji

Sincerely,

*******************
Initial Complaint
07/18/2021
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 have emailed this company multiple times including their privacy department. I have asked them to stop calling me and emailing. They dont listen and continue to do so. I keep filing reports. How can we make them stop? I feel like o need to abandon my phone number and email bc they dont stop! I saved everything to document
Business response
07/19/2021
Zynga has assisted the player with her issue. Please refer to issue #********-HDB.
Customer response
07/20/2021

Complaint: 15667936

I am rejecting this response because: they have not complied. This case number that they just shared doesnt exist! I have not received any communication from them clearly articulating that they would stop calling me and stop soliciting emails. So this case number doesnt solve anything. This is also a weak response from a business that also shows no concern for the ongoing harassment calls and emails for soliciting. Ive asked this business multiple times and emailed them. They dont respond nor comply!!

Sincerely,

*****************
Business response
07/30/2021
Zynga will continue to assist the claimant regarding his/her issues. Please refer to original case #********.
Customer response
07/30/2021

Complaint: 15667936

I am rejecting this response because: I have emailed Zynga multiple times asking for my email to be removed and also to stop calling me. I have saved every single phone record and email. They did not respond and have continued to allow this to happen which is not acceptable. Can you please advise if any class action lawsuits are pending for this behavior?

Sincerely,

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

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