ComplaintsforSciPlay
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Complaint Details
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Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have 2 unauthorized charges from Phantom EFX. I looked up who they were and it says online gaming casino. I dont have any of those downloaded on my phone. It gave me a list and Ive never had those. Chatted with an agent and they wanted me to pay to talk to a live representative. Cashed the n number and they dont support phone calls. Im trying to get these charges reversed and figured out before Im charged more money.Business response
06/02/2024
Hello ********!
I'm not sure who you contacted, but we would never charge you to speak with a representative. We don't appear to have any communication from you from the email provided.
The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household with access to your marketplace app account ******* Play, Apple, etc) may play. Our games include Quick Hit Slots, Gold Fish Casino, Jackpot Party Casino Slots, as well as many others. Please refer to our website listed below to see a list of all our games.
**************************************
All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.
A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.
Hopefully that clears everything up for you! While we will be unable to provide a refund, if you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu. You can also reach out to us at ************************.
Have a great week!Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have multiple charges even some 4.99 some 9.99 I'm not playing there games have no idea why I have so many charges some days it's everyday .Business response
06/02/2024
Hi ****,
The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc), may play. Our games include Quick Hit Slots, Gold Fish Casino, Jackpot Party Casino Slots Hot Shot Slots, 88 Fortunes, MONOPOLY Slots, Bingo Showdown, as well as several others. Please refer to our website listed below to see a list of all our games.
**************************************
All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.
A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.
Hopefully that clears everything up for you! If you ever have any in-game issues, please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.
Have a great week!Initial Complaint
04/29/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I was offered a buy one get one free and then they never applied it. I paid ***** plus tax and they are asking me to provide a receipt which I have so they still havent given me what I paid for and theyre just asking me to do a bunch of things that should not be necessary to just be provided what I was promised. I just want the free coins. I was promised when I applied for the Bogo buy one get one free they know exactly what it is and I just want them to apply it to my account. Theyre trying to say to restart my computer which I did several times and its still not there.Business response
04/29/2024
Hello ***!
It looks like you still had several active support tickets open about this issue. We've responded to the support tickets, and in it we've explained that you actually made your purchase after the **** offer had already ended. The **** offer went from 12:50 PM - 7:00 PM CDT. Your purchase was completed after that timeframe. However, we were still happy to work with you on the outcome of your support ticket.
Keep in mind that if you do have any issues, you can contact our support team through the help feature in the game's settings menu. We're always happy to look into the issue and respond accordingly in the support ticket. We wish you all the best!
Initial Complaint
01/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I do not know what this is and my account was charged on January 17th and 18th with ***** several transactions. Please block this person from using phantom as I do not use it. This happened in November as well.Business response
01/21/2024
Hi Pattricia,
The charges you're referring to from PhantomEFX are likely associated with one of our games, which may have been played by you or someone in your household with access to your marketplace app account ******* Play, Apple, etc.), such as Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Please consult our website listed below for a comprehensive list of all our games.
**************************************
All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.
A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.
Hopefully that clears everything up for you! If you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.
Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I just woke up with attempted debits from my account and ****** informed me who this company is. I'll be reaching out to my bank about this company.Business response
01/17/2024
Hi Jazzi,
The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc) may play. Our games include Jackpot Party Casino, Gold Fish Casino, Hot Shot Casino, Quick Hit Slots, 88 Fortunes, MONOPOLY Slots, and Bingo Showdown. Please refer to our website listed below to see a list of all our games.
**************************************
All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.
A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.
Hopefully that clears everything up for you! If you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.
Initial Complaint
12/04/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a package from 88 fortunes online game for ***** the credits never appear, so I emailed them and I purchased another ***** package I received the 2nd purchased but not the 1st one I like my money to be refunded to my card, I will not be making any purchases from them.Business response
12/05/2023
Hello ****!
I was able to find the Customer Support tickets that you submitted. We have responded to you there and have been trying to ensure that you receive your purchase. However, we have not received a response back from you in those support tickets. If you haven't seen our responses yet, please check your junk/spam folders as they may have gotten moved to there. Once you've done that, we'll be able to continue assisting you with getting your purchase!
I hope that clears up any confusion! For any further assistance, don't be afraid to contact us through the in-game support option!
Initial Complaint
12/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On December 6th at approximately 12:00 noon, I attempted to purchase a $120 gift card as a gift for a colleague from Skip the Dishes through their website. I filled in all of the information including the information on my **** debit card. When I submitted the form I received an error message that the transaction could not be processed as the card information was incorrect. I proceeded to do it again, paying close attention to the numbers. Again, I received the same message. I tried a third time, this time using my **** credit card and again received the exact same message. At that point I gave up. I then logged into my bank account and noticed 2 charges for $120 for Skip the Dishes, I did the same for my credit card and saw a $120 charge there as well. At no time did I ever receive a confirmation that the charges were processed, only error messages that the transactions did not go through. I have attempted to reach out to Skip the Dishes to get this resolved but they do not publish a telephone number or an email address so the only method I had was to use their form on the website, which I did. It has now been about ********************************************** On the evening of December 6th, at approximately 7:00 pm, it thought I would try the chat feature on the Skip the Dishes app that I have on my phone. I had a conversation with a CSR named ***** who, after about half an hour, told me that all three charges were phantom charges "which can happen if you use a **** debit or credit card". ***** confirmed that at her end the charges were successfully processed back to my cards. It is now 2 days later and the charges still appear on both my bank statement and my credit card statement. I have launched a dispute with my bank on two of the charges, but that can take 30 days to resolve. I am about to do the same with my credit card provider. All I am asking is that Skip the Dishes refunds fully the funds they took. Also, I still do not have a gift certificate.Business response
12/01/2023
Hello Moira.
It sounds like you may have the wrong company. We are SciPlay/Phantom EFX, and we have no affiliation with any company called Skip the Dishes. When the support representative you were speaking to used the phrase "phantom charges," I think they may have meant charges that will go away, and not charges from Phantom EFX. However, we strongly encourage speaking with your bank and/or credit card company if you believe you were charged for something you did not receive. Also keep in mind that December 6th of this year hasn't actually occurred yet. Is it possible that you meant a different date?
I hope that clears up any confusion!
Initial Complaint
11/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This business charged my credit card overnight without my authorization. I did not purchase anything from this company, I do not have an account with this company, no one in my household has access to my credit card, and I have no idea who this company is until I searched the web and saw this happens to many other people. It is fraud fraud fraud. My credit card was charged $14.55 by this company without my knowledge or authorization. What gives them the right to do this? FRAUD!Business response
11/12/2023
Hi ****,
If the charge that you mentioned are showing as being from PhantomEFX, that would actually be a charge from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc) may play, such as, Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Purchases can't be made without direct interaction within the games. Please refer to our website listed below to see a list of all of our games.
**************************************
All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.
A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.
Hopefully that clears everything up for you! If you ever have any issues in-game, please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.
Have a great week!
Customer response
11/13/2023
Complaint: I am rejecting this response because:This company charged my credit card another $35.83 the very next night. I dont even know who this company is. I dont ******, play online games, or give my credit card info to any company of this nature. No one in my household has access to my credit card. My credit card bank will now go after this company, and the charges were reported as fraud. I do understand that it is possible someone has stolen my credit card info and used it fraudulently, but with so many similar complaints on the internet about this company, not sure what to believe.
Sincerely,
*********************Business response
11/14/2023
Hello ****!
We aren't able to charge accounts without direct interaction with a player through the game. All purchases must be initiated and confirmed by the player within the actual game. We do not keep credit card information (that is kept by the platform you're playing on such as ***************************** etc.). If you believe that someone else has access to your Apple/Google Play/Facebook account and have used them to make purchases without your consent, then we do strongly suggest contacting your bank or credit card company.
If you would like us to take a closer look at the specific charges in question, you can also contact our support team at ************************.
I hope that helps clear everything up!
Initial Complaint
10/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I did not order anything but I keep on getting build 26 something credit card number by saying that's where they would put money at if I won.Business response
10/16/2023
Hello ******!
Is it possible that you confused ** with a different company? We do not advertise that any real money can be won or put on a credit card. Please keep in mind that our games do not offer real money gambling or an opportunity to win real money or prizes. No actual money or anything of value can be won playing our games, and no actual money is required to play.For our full terms of service, please visit the following link: ********************************************************
If you believe that there has been any misunderstanding, please feel free to contact our Customer Support team at ************************.
Initial Complaint
09/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
They are trying to charge my account when I never signed up to them. They have continually try to get into my PayPal account to take funds for Service. I never askedBusiness response
09/24/2023
Hello ****!
If the charges that you mentioned are showing from PhantomEFX, these would actually be charges from one of our games that you or someone in your household with access to your marketplace app account ******* Play, Apple, etc) may play, such as Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Please refer to our website listed below to see a list of all our games.
**************************************
All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.
A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.
Hopefully that clears everything up for you! If you ever have any in-game issues, please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.
Have a great week!
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Customer Complaints Summary
35 total complaints in the last 3 years.
13 complaints closed in the last 12 months.