ComplaintsforSciPlay
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/29/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I want to know why I was banned from purchasing games. And I was not refunded for the games I did purchase.Business response
08/29/2023
Hello *******!
We don't actually have any record of an account with your name or email address being banned from making purchases on any of our games. Please keep in mind that we do not offer any opportunity to purchase specific games, but rather we offer an opportunity for the purchasing of in-game currency.
If you still believe that you are having an issue with any of our games, please feel free to reach out to our support team by clicking the support option in the game's settings menu!
Initial Complaint
07/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
phantom efx is charging me on the 3rd of each month $24.99 for no reason. I did not order anything.Business response
07/31/2023
Hello *****!
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, 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.
We do not actually offer any recurring purchase options or subscriptions. Purchases on our games must be made individually and be approved by the purchaser. If you have any questions about purchases, I would suggest contacting our Customer Support team so that we can take a closer look. You can reach out to our Customer Support team by pressing the "Contact Us" button in the game's settings menu.
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!
Initial Complaint
07/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a "Lux Pass" in the game Jackpot Party. I was supposed to get coins with it but didn't. I have sent a message to Phantom EFX but haven't gotten a reply yet. I found a website through the charge listing with my bank but it doesn't open anything. Says it may have moved or changed. There is no way to contact the company. I have made purchases regularly through this game and this has never happened. Not sure if it is a glitch but they need to have more contact information in the event of such a problem. I would just like to receive what I paid for.Business response
07/13/2023
Hello ****!
It looks like you did contact us through our **************** contact function on July 11th at 10:29 PM CDT. We then responded to your support ticket on July 12th at 6:28 PM CDT (if you don't see the response, try checking your spam/junk folder).
The Diamond Pass purchase does not actually provide any coins, Bingo *****, or Honey Bucks itself. What the purchase does is unlock the Diamond Pass track at the tier level that you purchased. That track will provide various amounts of rewards as you travel along that Diamond Pass track. The amounts shown on the purchase screen are the combined total amounts of rewards you would earn if you completed the track. That is why it says that you could earn "up to" the listed amounts. For further information, you can read the feature's functionality by pressing the "Info" button on the Diamond Pass screen.
If you have any further questions with any purchase or game feature, please don't hesitate to contact our Customer Support team by pressing the "Contact Us" button in the game's settings menu!
Initial Complaint
06/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased more coins for Jackpot Casino $14.99 package total w/tax *****. The money was deducted from my account but I didn't get the coins.Business response
06/22/2023
Hello ****!
We're always happy to make sure that you receive the coins for any purchase that you make! This is normally something that you can contact our **************** team about. You can create a support ticket by clicking on the "Contact Us" button found in the game's settings menu. As it looks like you haven't created a support ticket yet, I've gone ahead and created one for you using the email address you provided here. In it we request that you provide the Player ID for your Jackpot Party Casino account as well as the full receipt for the purchase in question.
If you ever have any further questions or concerns, you can always contact us through our Customer Support team!
Initial Complaint
05/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have spent 100s of dollars with this company I got a free offer for a ***** value twice and I submitted for it and this company is trying to charge me for it on my apple account. I refuse to pay this as it was offered as a free match. I did it authorize the charge and they got 100s and 100s possibly **** dollars or more from me I was offered a free promotion and they lied!! It is the principal aside from the fact that this is a useless game that offers nothing beneficial except stealing your moneyBusiness response
05/30/2023
Hello ***!
The image that you provided appears to be for two successful purchases that you made in September of 2022. We are unaware of any free offers that were made to your account at that time. However, we did provide you with a 50% match VIP offer for a purchase of $19.99 or higher near that date. You claimed that offer using a purchase shown in your image on September 28, 2022 at 4:37 PM CDT. You were then successfully given the 50% match coins for that offer on September 29, 2022 at 8:58 AM CDT. Please keep in mind that this was not an offer for a free purchase. It was an offer to provide an extra 50% worth of coins for a single purchase made within a certain time.
If you have any outstanding purchases on your Apple account, Apple may continue to try collecting on that outstanding balance.
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 game's settings menu. We're always happy to help!
We wish you all the best!
Initial Complaint
05/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Today,May 26 2023 I purchased coins,(360,000,000)for ***** plus tax ***** total. Order # GPA **** ***** ***** ****** at 5:45:01 pm EDT. You took my money but I have not received my coins.Business response
05/30/2023
Hello *****!
Our records do show that you successfully received your purchased coins for purchase GPA.3371-5362-0680-59416 on May 26th at 11:51 PM CDT in our Quick Hit Slots application.
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 game's settings menu. We're always happy to help!
We wish you all the best!
Initial Complaint
04/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have several charges on my credit card that were not authorized. When looking up ****** Phantom EFX, I see many complaints about the same from other people. Yes I play games on my phone but was never informed that I would be charged for this service. I would appreciate some feedback as to this situation.As others have stated I tried to call the number on my credit card charge without any success. This is a scam. If I was informed prior, than I am responsible, but I was not. I will be complaining to the company who put out the games also but don't know how successful I will be.Thank YouBusiness response
04/24/2023
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, such as, Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino. Please refer to our website listed below to see a more complete list 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. Our games are unable to make charges to an account without the interaction and authorization of the user for each individual purchase.
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!
Initial Complaint
04/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have reoccurring charges on my credit card from this company that I don't know who they are why they keep charging me and can't find a way to cancel. Per my credit card company it's a subscription. I may have done some trial or something I don't typically but my biggest issue is not an easy way to cancel. I even googled the company name no company website came up just ******** stuff mainly. I don't buy anything on ********.Business response
04/23/2023
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, such as, Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Please refer to our website shown below to see a more complete list 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. Please also keep in mind that we do not offer any subscriptions for our games. All purchases must be individually made and completed by the user.
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
04/28/2023
Complaint: 19963815
I am rejecting this response because:There are charges being made when nothing has been purchased and no way to contact to dispute
Sincerely,
***************************Business response
05/03/2023
Hello ***************
Our games are not capable of making charges to an account without the direct interaction and confirmation of the player. A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each transaction that they process. The receipt will show which of our games the purchase was made on.
If you still believe you are being charged for purchases you did not make, you can contact our customer support team directly through the game that the purchase was made on by selecting the support button in the game's settings menu. Please provide a description of your issue and the receipt(s) for the purchases in question. We would be happy to help!
Initial Complaint
04/04/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Phantom Efx is trying to charge my credit card and i dont know who they are or why they are charging meBusiness response
04/04/2023
Hello ******!
The charges that you mentioned 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, such as Quick Hit Slots, Gold Fish Casino, or Jackpot Party Slots Casino. 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 some confusion.
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.
We wish you the very best!
Initial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was charged 3 charges while I was asleep from ****** phantom efx. I did not make these purchases and this is not the first time it has happened. I do not have my credit card linked to ANYTHING. I do not understand how these charges are happening. I do not play video games of any kind. I do not use this card to make any types of online purchases. Stop getting my account info and charging me! This is ridiculous. I can't even contact ****** phantom efx to find out why this keeps happening. I ****** it, and it gives me this. Your company is a scam and fraud. Stop and refund the charges.Business response
10/02/2022
Hi ********,
The charges that you mentioned 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, Quick Hit Slots, and several others. Please refer to our website listed below to see a list of all our games.
https://www.sciplay.com
Charges for purchases made within our games may 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. From time to time, this has caused confusion for some players. A receipt is sent to the email that is attached to your marketplace app account for each of the transactions that they process. The receipt will show which one of our games the purchase was made on.
Please understand that our games do not store or have access to any of your financial information as all purchases are made on the third-party marketplace of your choice ***************** Play, Apple, etc). All purchases that are made through your third-party marketplace account must be initiated by the player as we do not have access to your account or any of your financial information.
If you believe your account has had unauthorized or accidental purchases, it is our recommendation that you contact the third-party marketplace that issued the receipt for more information and action.
You can find more information in our help center about how to move forward: https://sginteractive.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-Purchase
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.