ComplaintsforSciPlay
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Complaint Details
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Initial Complaint
07/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged a fee that I did not authorize for a free game that I Ioaded to my phone. One that I have had on there for years. No where did it say I would be charged. The charge was just added to my credit card within the last monthBusiness response
08/08/2022
Hello,
Please understand that our games (you can view a list of games on our website at www.sciplay.com) 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 iTunes Store, etc). All purchases 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 about how to move forward in our help information here:
https://*************.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-PurchaseRegards,
SciPlay
Initial Complaint
06/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Because of my disability and because of a timing out issue I'm choosing to just let you know in this space that I've selected 20 screenshots from my phone and online card account showing All the many charges i am disputing and every screenshot the Phantom EFX charge is not authorized I'm not sure whom or how these charges appeared on my card but I need the billing adjustment with the credit back to my account as soon as possible I'm on a fixed income being that I'm on Social Security and every ***** has already been allocated for what these money is being deducted from my account again unauthorized in addition to all **** mess my bills are now late and I'm now behind and receiving extra charges on my bills and necessary items I thank you for your time and your help in this matter and I'd appreciate a quick result my contact information is c h r i s h e n **** at gmail.com should you need to talk to me my number is ************ should you need any other proof or documentation to get a hold of me as soon as possible as I'm trying to help and assist myself and getting the credit back that I deserve Sincerely,***************************************Business response
06/14/2022
Hello,
Please understand that our games, such as Jackpot Party Casino Slots and Gold Fish Slots, 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 iTunes Store, etc). All purchases 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 about how to move forward in our help information here:
https://*************.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-PurchaseRegards,
SciPlay
Customer response
06/15/2022
Complaint: 17419449
I am rejecting this response because: the charges were made to my providers card. This is a card that has a mastercard logo but is where my social security deposit is deposited to. All the previous screen shots prove date and time and all I need is a refund on unauthorized charges. When I call my providers card they have advised me that I am better off calling the company the charges have cone through to get my refund. We're talking over $600 in charges. I am disabled and have not been able to get necessary medications in time for my needs and now are having to wait time for this dispute to handle my medical issues js unfair and unjust. I filled out their online form for one of the charges and it was difficult for me. That is the only charge they have refunded to date in the amount of $5.42 on May 12,2032. So if they found cause to refund this charge all the other charges should also be refunded because they all went through the same way and appear the same on all the online information from my providers card. I would appreciate if if the company wouldn't delay my refund and do this speedily as I am in medical need. Thank you for uour time in this matter again let's get this going speedily I have a high blood pressure issue I am very worried about as well as a heart condition that I NEED my medication for.
Sincerely,
*************************************************************
************
Business response
06/22/2022
*********************,
Thank you for responding and providing the additional information. I do understand that the payments that you show in the screenshots are coming from your Mastercard, however, that card would have to be linked to a third-party marketplace account in order for a purchase on any of our games to be made. Along with that, someone would have to have access to your marketplace account and be logged into the game in order for the purchase to be initiated and processed. Our games do not store payment information or have access to process any purchases without a user being in the system and clicking through the purchase flow.
As mentioned previously, we are unable to process the refund and recommend that you either reach out to the marketplace that you use ******** Apple, etc) with the information provided in the link below or contact your financial institution to start an unauthorized purchase process with them directly.
You can find more information about how to move forward in our help information here:
https://sginteractive.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-PurchaseRegards,
SciPlay
Initial Complaint
06/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Took money from my account that I did not order. $26.80Business response
06/08/2022
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.
https://www.sciplay.com
All charges for purchases within our games come thru as PhantomEFX on bank statements and do 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 for each of the transactions that they process. The receipt will show which one 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!Initial Complaint
05/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Phontom EFX stole $200 out of my bank accountBusiness response
05/31/2022
HI Shayne,
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.
https://www.sciplay.com
All charges for purchases within our games come thru as PhantomEFX on bank statements and do 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 for each of the transactions that they process. The receipt will show which one 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!Initial Complaint
05/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 04/25/2022, there was an unauthorized charge made on my account for $99.99. I contacted both the app developer, and ****** play within hours to let them know that I was requesting a refund. I was refunded $4.99. I immediately contacted them to advise them of them mistake and they both denied the ability to refund any transactions. This has been going on for nearly a month, I was charged overdraft fees by my financial institution because this was not resolved immediately. I have transcripts of conversations between my self and each support team. I would like my refund of $99.99 as well as the fee that that my financial institution charge which was for $34.00Business response
05/28/2022
Hello,
I read through the information that you provided and appreciate that you sent it along with your message. As mentioned in the communications that you had with our Customer Support team earlier this month,we are unable to assist with processing your refund. All refunds are processed through the marketplace in which the purchase was made.
I apologize that you are receiving conflicting information, but I want to reiterate that your card information is not stored within our game as you must login through ****** to make your purchases.
If they are denying the request then my only other suggestion would be to reach out to your financial institution to dispute the charge.Initial Complaint
05/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
There were charges of my credit card at the time and I never did know how to get a hold of this company I did not know at the time that I could file a complaint with you all and you would help me resolve it as I tried to find them and ask them about it but never could it says the church says ****** astric phantom EFX ********************************************** there is a charge on February 27th 21 533 another charge on the 27th of 533 even take off his what shoes there's another one on February 26th for 533 and another for 533 on that same day they're also two more on that same day one is for 3:19 and the other is for 5:33 there's another one on March 1st for 5:33 March 2nd for 3:19 cockroach name someone who keeps you honest dress shirt they should be allowed to get away with charging people's card without permissionBusiness response
05/12/2022
Please understand that our games (you can view a list of games on our website at www.sciplay.com) 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 iTunes Store, etc). All purchases 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 about how to move forward in our help information here:
https://*************.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-PurchaseInitial Complaint
03/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
on the 26th and 27th of feb 2022, i looked at my credit card statement and saw mutiple charges over and over 4.99,9.99,2.99 etc. even a couple attemps for 91.00!luckily i have alimit so the higher ones didnt go through.this is theft!Business response
03/04/2022
Hello,
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 iTunes Store, etc). All purchases 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.
Please refer to our website (https://www.sciplay.com) to see a full list of all our games that include Gold Fish Casino and Jackpot Party Casino.
All charges for purchases within our games come thru as PhantomEFX on bank statements and do 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.
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.
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.
Hopefully that clears everything up for you!
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 about how to move forward in our help information here:
https://sginteractive.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-PurchaseInitial Complaint
01/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
For at least the last 2 months I have seen charges on my account daily that have came to a total well over $300.00. Daily charges of $9.99 and $4.99 for services that were not authorized. My wife made a one time purchase and now it has been charging my account daily ever since.Business response
01/12/2022
Hi *****,
Please understand that our games (you can view a list of games on our website at www.sciplay.com) 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 iTunes Store, etc). All purchases 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.
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 and provide date/time of the purchase. If you want us to look into the purchases to see what other activity happened around the time of purchase we certainly can! We would need to know which game it is and the player id associated to her account (found in the settings menu).
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 about how to move forward in our help information here:
https://sginteractive.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-PurchaseRegards,
SciPlay
Initial Complaint
01/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have many charges on my checking account from Phantom EFX. I have tried unsuccessfully to contact them and have not talked to them yet. These charges are appearing daily. What is my next step in resolving this matter?Business response
01/07/2022
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 listed below to see a list of all our games.
https://www.sciplay.com
All charges for purchases within our games come thru as PhantomEFX on bank statements and do 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 for each of the transactions that they process. The receipt will show which one 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 weekend!Customer response
01/10/2022
Complaint: 16436155
I am rejecting this response because: I am the only one in the household that plays games and none of above games are on my playlist. Also, I do not use my debit card for any games.
Sincerely,
*************************Business response
01/10/2022
Hi *****,
Please understand that our games (you can view a full list of games on our website at www.sciplay.com) 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 iTunes Store, etc). All purchases 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 about how to move forward in our help information here:
https://sginteractive.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-PurchaseInitial Complaint
10/26/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Its seven charges on my debit card in the amount of $4.99 & one for $2.99 that I did not authorize. I need my full refund!!!
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Customer Complaints Summary
35 total complaints in the last 3 years.
13 complaints closed in the last 12 months.