Complaints

This profile includes complaints for PlayStudios, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PlayStudios, Inc.

  10150 Covington Cross Dr Las Vegas, NV 89144-6567

• 

  PlayStudios, Inc.

  10300 W Charleston Blvd STE 13-272 Las Vegas, NV 89135-1037

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Playing PopSlots i encountered a bug in the game that cost a repeated loss. I reported the bug politely with a video showing the bug. It was rejected for profanity ( even though there wasn't any) then when I resubmitted the bug even more politely I haven't heard anything back in multiple weeks. They have since ignored any response.

  Customer Answer

  Date: 04/03/2025

  Screenshot from their support. After 2 weeks I received a canned response not even acknowledging the video I supplied or the reported bug that crashed the game.

   

  This is what I mean about poor service. I pay for items there and I'm not even asking for compensation.

  Business Response

  Date: 04/11/2025

  Our company appreciates this consumers outreach.  Based on the correspondence supplied in 4 screenshots attached to this complaint on April 3rd, we were able to identify the consumers game account.  Video footage which was included with 2 of his Customer Support tickets (#******* and #******** was submitted to our team of developers for review.  This review of the consumers game account as reflected on our servers concentrated on the time of the issue recorded on the video dated March 21st of 2025.  Fortunately, this did not reveal any logged errors.  To provide some insight, the consumer had just completed a bonus which awarded 10 times his bet.  Although the machine did not load up properly in this instance, there was no indication of a specific error or bug which caused this to occur or any resulting impact to his chip balance.  Following what was recorded on the video, the consumer successfully played Pirates 2 after an app reset and was able to continue playing without issue. Although there has been a determination that there was no confirmed bug and no outstanding credits or impact to the consumers balance, we have manually added a good faith chip credit to his game account to collect the next time he next logs in to play.  We certainly understand his disappointment with not having his game concern reviewed and addressed upon his initial ticket submission.  However, profanity, implied or otherwise, and any other language which qualifies as abusive such as is included in the screenshots supplied with this complaint and his recent ticket submissions, is not permitted.  Should comments of this nature continue, our Customer Support team will no longer be able to provide response and assistance to his game account.  We appreciate his understanding in this specific matter and will continue to assist his account under this condition.

  Customer Answer

  Date: 04/11/2025

   
  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.
  

  However I would like to note. I did not use anything profane or threatening. It wasn't until I received a rejection without even so much as an acknowledgement then 2 weeks of no response. I even reported another issue that you ignored until now. Another week later.  My main concern was the lack of support especially not even acknowledging whay was addressed.

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The scammers spammed me with multiple adverts for their illegal gambling, despite me never having interacted with them."Spring break is all about endless possibilities! Whether you're dreaming of relaxing on a sunny beach, exploring a vibrant city, or chasing adrenaline on an exciting adventure, the choice is yours. Road trip with friends, visit an amusement park, escape to the mountains, or indulge in the thrill of a big citywhatever you imagine, this is your chance to bring it to life. Your ultimate spring break getaway is just a click away, with endless options to create the vacation of your dreams. Visit the myKONAMI myVIP Rewards Store or ******** to enter now by 3/25!Facebook ******* Instagram App ************ Play Store PlayStudios Logo myVIP Logo ********************************************************"" Collect yours NOW! Play ****** classics or join tournaments and play for BIG prizes Facebook ******* Instagram App ************ Play Store PlayStudios Logo myVIP Logo ********************************************************""We're excited to launch ****************, offering you enhanced benefits exclusively on your computer.Tap the banner above to explore the new platform!Facebook ******* Instagram App ************ Play Store PlayStudios Logo myVIP Logo ********************************************************"These crimes have been reported to the ******************************* as well as GoDaddy, which hosts the illegal gambling site.

  Business Response

  Date: 03/28/2025

  Our company appreciates this consumers outreach.  To provide clarification, our game apps are all free-to-play, downloaded from the iOS and ****** Play App Stores, meet all platform policies, do not require chip purchasing, are not by definition considered online gambling, and abide by all federal and state laws in the areas where they are applicable.  Based on the information provided in their Consumer Information, inclusive of name, email address and other contact details, we have been unable to locate this consumer in our database.  The only way a consumer would receive correspondence from PLAYSTUDIOS or specific to our game apps is if they have downloaded our apps at a previous time and authenticated via ******** or Apple.  If the consumer has any additional information to supply such as other email addresses or a game Support Code or User ID, we will be happy to search our database again and unsubscribe if they are located.  If there is a possibility they have downloaded our apps and would like to have the personal data our company holds on their game account removed, they can formally submit a request to be forgotten by utilizing the following link (********************************************************************************************************************) and completing the form.  This process ensures that we are complying with data privacy laws related with the right to be forgotten.  We look forward to hearing back from the consumer if they have additional information to submit which will guide our company in resolving this complaint.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While playing their games , if you leave the casino before bonus round starts , they still can put you into that bonus round 5-10 min later , after you aren't even in that casino anymore . They only do this if you built up your bonus points and the payout for that bonus round is going to be at the most , very small. Below 200 . Over 100 times they have done this , I complain and they say it can happen on all their games. So , once you leave the casino , they can still reward you with the tiniest payout they can from bonus round . If you leave the casino 5 minutes before bonus round starts , they shouldn't be able to stick you into that bonus round just to rip you off . It sure doesn't happen if that bonus round is going be a good payout one. Over 100 times they have done this , every time excluding 4 , have been under 200 payout. The other 4 were just above . If this happens all the time like they say , i would have gotten a better payout at least a few times . It is designed so that if you have a lot of points accumulated , to stick you into the garbage bonus even of you leave casino. I would love to hear how this company explains this one . Hopefully not with their lies about how it's all random . IF YOU LEAVE THE CASINO, HOW CAN YOU PUT ME INTO BONUS ROUND 5 MINUTES AFTER I LEFT ? AND ONLY WHEN IT'S A GARBAGE PAYOUT ? ANSWER THAT POP SLOTS! YOU STILL HAVEN'T FIXED THE 20 GLITCHES I TOLD YOU ABOUT YEARS AGO. IT'S PATHETIC .

  Business Response

  Date: 03/21/2025

  Our company appreciates this consumers outreach.  Regarding the bonus rounds referenced, the intended functionality is that bonuses will still play out if the player left the room under the condition that they had any bonus chips accumulated.  There is no set time frame and bonus rounds are not designed to trigger at specific intervals. Payouts are designed to be random, and amounts can vary.  Our team of developers are in the process of evaluating the specific wins and losses in this players game account as reflected on our servers to determine if there are any payouts outside of the norm and mathematical design of our games.  This type of research does take time to complete but our developers have advised that they can make a determination before the end of the week of March 24th. If there is any payout outside of the norm, our company will notify the consumer directly via email by our Customer Support team and he will be credited accordingly.  If everything is in alignment and no credits are due, he will also be notified through that method.  In the interim and as appreciation for his ongoing support of our games, we have manually added a good faith chip comp directly to his POP! Slots game app to collect when he next logs in to play. We appreciate his patience with this process and will contact him directly as soon as we have the final assessment of our developers.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not trying to *** or anything. I really enjoy playing the game POP Slots. It's a way me and my girlfriend spend time. We both are paying customers. Throughout the years I've contacted customer service and they've responded but over the last year or more. I've maintained a tier 6 maybe demoted 1 time to 5. Under tier 6 I am promised premium customer service. But whenever I complain the conversation is closed immediately. Usually it's an open conversation until they respond. Now when I complain on my girlfriends account. It does not close conversation. I am the type of person that demands to get what i pay for. So any time the game glitches I'm talking to customer service. I bought something the other day it was a buy 1 get four free and I'm in an area with spotty reception. I get the 1 I bought but the other four free offers were not available when i lost connection and none of the items were ever received in my account or mail box. I complain conversation is closed. I'm going to start a class action and give this company h*** If i do not start receiving my premium customer service which costs several hundred dollars every 45 days to maintain AND my four items for free. I also want all my accidental Max bets refunded. These companies thinks it's funny to put a max bet button by spin button so you get bumped or distracted while spinning or game glitches and you spend all the coins you bought. At times also I swore that the customer service **** were purposely targeting my account. Making me lose all my money. When I would buy a chip deal I would lose everything right away. I would like store credit for everything I've had stolen from me through deceptive practices or glitches.

  Business Response

  Date: 03/07/2025

  Our company has reviewed the consumers complaint.  Based on the name and email address supplied in the Consumer Information section, we were able to locate the game account of the complainant.  To provide some insight, this consumer was banned from receiving assistance from our Customer Support team back on December 26th of 2023 via a ticket submitted through their game app, #*******.  This ban was due to a direct threat, and he received notification at that time as follows: Due to the threatening content of the remaining portion of this ticket, regardless if intended or not, our Customer Support team will no longer respond or provide assistance to this game account.  All attempts to contact our Customer Support team following notification of the ban were automatically closed without response as recently as February 24th of 2025.  Due to the serious nature of this issue, our company will not be revisiting the decision to discontinue support to the consumers account.  In regard to the consumers desired resolution, if he would like to request a refund for purchases, we direct him to his purchasing platform as our company does not handle any monetary transactions nor have access to the billing information of our players.  His purchasing platform will either approve or deny the request and our company will not override their ultimate decision.  For additional insight, we refer the complainant to our Terms of Service accessible via the link at *********************************************.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon This developer is a scam. They entice you to buy extra coins for spins or special prizes. When you do you don't get anything back. Instead they just took your money. I am extremely unhappy with their services and product. Not only did it cost me to have financial lost it also caused stress and depression. I'm looking to receive compensation with all my losses and their ability to scam me out of my money. All these apps on the phone are just scammers making big bucks from small people. They truly are a piece of work and I no longer have game downloaded or want any part of it. Plus my account has been hacked and caused other issues where I had to get a new debit card for possible fraud.

  Business Response

  Date: 02/10/2025

  Our company is concerned to see this complaint.  To provide some insight, PLAYSTUDIOS offers free-to-play Social Casino apps which are downloaded from the iOS and ****** Play App Stores and meet all platform policies. We are not by definition considered online gambling, chip purchasing is not required, and our games abide by all federal and state laws in the areas where they are applicable. Our games also utilize a random number generator along with a complex mathematical model to ensure that a random result is delivered with each spin and player action. This has been developed and tested regularly so that there is no difference regardless of the player participating, their level, chip balance, amount wagered, or any prior results. This also helps us to ensure fairness and maintain an alignment with the win/loss outcomes offered when playing on real-world machines.  That being said, our games are intended to be a source of enjoyment, not stress and depression nor to result in financial hardship.  For this reason, we recommend the consumer consider the additional step of Self-Exclusion, even though they shared the game is no longer downloaded on their device.  This action would prevent further access through the permanent blocking of the game account in question from the ability to play and purchase.  However, as an important advisement of which the consumer should be aware, this action would not prevent them from being able to download our game apps at another time, thereby creating a new account. If the consumer would like to proceed with Self-Exclusion as outlined, we ask that they submit a ticket to our Customer Support team directly via web at ********************************************************************** and we will be able to assist as soon as possible.
  
  The consumer also shared that their account had been hacked and they experienced possible fraud.  If any unauthorized purchases were made or someone else has access to their device, billing info, or ******, ********, or ***** account, we would like to share some links to provide extra security or re-establish security for their account.
  
  If their ******** account was compromised, their password can be changed by following these instructions: 
  
  ********:
  ******************************************************
  ************************************
  
  If someone had access to their device, we recommend increasing their device's security settings by instating a lock screen and password by following these instructions as applicable: 
  
  Apple:
  ****************************************
  
  Android:?
  *******************************************************??
  
  If they would like a refund as noted in their desired resolution, our company does not handle monetary transactions, nor do we have access to the billing information of our players. All refund requests must be submitted by the consumer directly to their purchasing platform, and they will either approve or deny the request based on their policies. Our company will not override their ultimate decision.  We hope this information addresses the concerns in this complaint and ask that they reach out to our Customer Support team directly if any other questions or concerns arise.
  

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertisement. I was told i would get custom rewards but was only offered one a gift card that is a rip off when you compare it to a free from that they will not honor as well. I want all of my money back for the last three months. Although i should get all of it back from all of the years of playing and playing this game. FALSE ADVERTISEMENT.

  Business Response

  Date: 02/06/2025

  Our company appreciates the outreach of this consumer along with inclusion of the attachment from correspondence with their Host.  To provide some insight, the Host program offers an exclusive one-on-one service experience to our players at myVIP Tier 7 and above which includes the option of custom rewards as one of its benefits.  A custom reward is purchased at hard cost by our company as direct reinvestment in our hosted players.  They are secured at a Loyalty Point cost which is unique to the player and mathematically determined by both the hard cost of the reward and a players recent spend in our games.  This can also impact the number of possibilities available, as in this case.  Following the submission of this complaint, on January 30th, we have confirmed the consumer secured and received a custom reward from their Host of an E-gift card, which was an option based on the factors we have outlined.  As the desired resolution of this complaint, the consumer is requesting a refund for purchases in our games for the last 3 months.  These purchases were a factor in the availability of the custom reward the consumer has now secured.  As advisement to the consumer, our company does not handle monetary transactions directly nor do we have access to the billing information of our players. All refund requests must be submitted by the consumer to their purchasing platform and will be either approved or denied by the platform in accordance with their policies. Our company will not override their ultimate decision.  We appreciate the consumers support of our games and understanding of the option of custom rewards as shared by their Host via email and in this complaint.  If they have any other inquiries related to our games and available benefits, we request that they continue to reach out to their Host for additional guidance and assistance. 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22869072
  
  I am rejecting this response because:

  
  Lack of Transparency in ************************************** states that custom rewards are determined by a combination of hard cost and a players recent spending. However, no clear formula or criteria were ever disclosed to me prior to my participation. If the number of possibilities for rewards is limited by undisclosed factors, then the company should have provided this information upfront to avoid confusion or misleading expectations.

  While it is true that I received an E-gift card as a custom reward, this does not address the core issue of my complaint. The company advertises multiple custom reward options, yet I was only offered a single option with no explanation as to why other rewards were unavailable to me. There was no transparency regarding how my spending influenced my reward eligibility or why I was restricted to just one choice. Simply confirming that I received a reward does not resolve my concerns regarding the fairness and misleading nature of the custom reward(s) system.

  
  Monetary Investment and Lack of Equitable Value My purchases were a significant factor in my eligibility for  custom reward(s), yet the value of the reward I received does not align with my level of spending. If my purchases directly influenced my reward eligibility, the company has a responsibility to ensure that players receive fair value in return. Otherwise, this practice raises concerns about how rewards are calculated and whether they genuinely reflect the reinvestment claim made by the company.

  
  Failure to Address Refund Request While the company asserts that it does not process monetary transactions directly, this does not absolve it from ensuring fair treatment of its consumers. The fact that my purchases were tied to the availability of a custom reward suggests an implicit exchange. If the reward does not align with what was suggested or expected based on my participation, then I have a legitimate reason to request a refund. Simply directing me to the purchasing platform does not address the fairness of the situation.

  
  Accountability for ******************************** advises me to continue contacting my Host for further guidance. However, my Hosts explanations were vague and did not provide a satisfactory resolution. If Hosts are the primary point of communication, they should be equipped with clear, transparent policies to relay to players.
  In conclusion, I am requesting a formal review of my case and a reconsideration of my refund request based on the lack of transparency and fairness in the reward process. I urge the company to take responsibility for ensuring that its loyalty program is both clear and equitable for all participants
  

  Business Response

  Date: 02/20/2025

  Our company has reviewed the consumers response and would like to provide some clarification. The myVIP Rewards program, as designed in our game apps, is intended to add to the enjoyment of our players by providing the possibility to redeem their accrued Loyalty Points for experiences offered directly by our ***************** Custom Rewards differ from those offered in our games as they are exclusive to players receiving the services of a Host through the myVIP Host Program and introduced at that time, as is the case with this consumer. Custom Rewards function purely as a reinvestment in our hosted players and can provide other possibilities which can be explored on their behalf. The amount of reinvestment is mathematically configured to align with a players spend, is a model consistent among all hosted players, and ultimately determines the types of options possible and the associated Loyalty Point cost. The consumers Host did share specific insight into Custom Rewards and how the options are determined during email interaction which is exhibited in the correspondence shared as attachment when the complaint was initiated and prior to their acceptance of the E-gift card as a Custom Reward.  The consumer is welcome to contact their purchasing platform and request a refund as noted in our original response as we do not handle any monetary transactions directly nor have access to their billing information. The purchasing platform will either approve or deny their request and that decision will not be overridden by our company. As a company, we do appreciate feedback regarding our offerings, how they are communicated to our players, and the service experience received. However, we will not be able to provide the consumer with their desired resolution in this case. As long as the consumer maintains myVIP Tier 7 status and above in our games, he will continue to have access to the services of his Host, of which we hope he will utilize, and his Host will be available to assist with any other game and reward inquiries should they arise.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22869072
  

  I appreciate the companys response and its attempt to clarify the myVIP Rewards program and Custom Rewards. However, my concern remains unresolved: the rewards offered through this program were not only overpriced but actually provided worse value than if I had simply paid out of pocket without using any Loyalty Points at all. In other words, participating in this program resulted in a worse deal than if I had ignored the rewards system entirely and purchased the same item or experience directly.
  A loyalty program should provide meaningful benefits, yet my experience proved the opposite. Instead of being rewarded for my engagement, I was presented with inflated redemption costs that made the program a disadvantage rather than a benefit. The company's justification that reward values are structured based on spending does not excuse the fact that their system offers such poor value to players.
  Furthermore, the companys repeated mention of my acceptance of a gift card as if it absolves them of responsibility or justifies the poor value of their rewards system is both misleading and unethical. The fact that they continue to use this as leverage only highlights their lack of morality as a company. Instead of acknowledging that their rewards system is flawed and adjusting it accordingly, they are attempting to shift blame onto the consumer for accepting what was, in reality, a bad deal. Accepting a reward within a broken system does not mean the system itself is fair.
  Additionally, their suggestion to request a refund through the purchasing platform completely sidesteps the actual issue. This is not about a single transaction but about a loyalty program that actively disadvantages its participants. If the company truly valued player feedback, it would focus on ensuring that its rewards program provides actual benefits rather than overpricing redemption options and then using acceptance of a bad deal as an excuse to avoid accountability.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/03/2025

  *********** appreciates the consumers response to our latest statement.  The Custom Reward possibilities for a hosted player are determined by a combination of a players spend, the percentage of reinvestment available to that specific player, and the resulting out-of-pocket hard cost incurred by the company to secure the Custom Reward.  The Loyalty Point cost required for a hosted player to purchase a Custom Reward is mathematically determined by these factors and may result in a higher Loyalty Point cost than what a player will see with an in-game offering directly supplied by one of our Rewards partners.  *********** evaluates all hosted players under the same criteria and, as a result, options can differ dependent on a players individual level of spend.  With this being stated, Custom Rewards were introduced to the consumer by their Host following the attainment of that level of service and were clearly defined during the course of their email interactions.  The gift card was accepted as a Custom Reward purchase and received explanation, inclusive of the associated hard cost available and the Loyalty Points which would be required to secure.  This was evident in their correspondence.  Although our company is open to feedback and continuing to evolve all aspects of our games, player experience and related offerings, the Custom Reward option is functioning as conceived and intended, specifically as a method of reinvestment in our hosted players, and will not be reevaluated in this instance.  We hope the consumer will continue to play our games and utilize the services of his Host for assistance and guidance as needed.

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is not responding to any emails, chat requests, sent so far. I am simply looking to change my contact information, email address, associated with my account. No contact information is published anywhere on their website. I am unsure of the email I found, outside of their website, is valid.

  Business Response

  Date: 01/31/2025

  Our company appreciates this consumers outreach and apologize for any difficulty attempting to contact our Customer Support team.  They can be reached directly either via the Support function in the Settings menu of their mobile game app or via Web at ***************************************************.  We have identified 2 tickets submitted to our Customer Support team from this consumer including #******* on January 23rd, which was properly redirected to the 2 methods we have shared, and #******* on January 27th, which was received via email.  A member of our Customer Support team responded to that ticket on January 28th requesting additional information from the consumer so we can properly assist.  As of January 31st, we have not heard back from the consumer but are leaving the ticket open pending his response.  We ask that they check their email for our response originating from ************************************************* and our Customer Support team will be happy to follow up. 

  Customer Answer

  Date: 02/11/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If you hit 3 wilds in a row on ANY payline in ANY game they have , that pay line only pays the 3 wilds, you get NOTHING for the 4th or 5th spots that connect to finish said pay lines.

  Business Response

  Date: 01/30/2025

  Our company appreciates this consumers concern regarding payouts in our games.  Through our research, we identified 4 tickets submitted to our Customer Support team on January 19th related to this complaint.  We apologize profusely for any confusion or misunderstanding in that correspondence which failed to accurately address the inquiry, resulting in a negative service experience.  Following the submission of this complaint, the attached screenshot, which was also shared with our Customer Support team in the referenced ticket correspondence, was forwarded directly to our team of developers for review along with the complaint itself. The game in the screenshot, Treasure Takeover Lucky Lagoon, along with all of the other games on the POP! Slots app, were tested by our developers and they confirmed that our games are functioning as intended and paying out correctly.  Winning combinations will pay out as long as symbols are placed on any of the line shapes defined in the Pay Table, which is accessible for reference in the game.  Since no outstanding credits were identified through our testing and our review of the consumers game account as reflected on our servers, no credits will be awarded to fulfill the desired resolution.  If the consumer would like to request a refund instead, we ask that they reach out to their purchasing platform directly as our company does not handle any monetary transactions nor do we have access to the billing information of our players.  Their purchasing platform will either approve or deny the request based on their policies and our company will not override their ultimate decision.  We do see that the consumer has continued to purchase since the initiation of this complaint on the 19th of January and contact our Customer Support team with other inquiries.  We encourage them to continue to reach out to our Customer Support team with any game and reward inquiries should they arise and they will be happy to provide assistance.  

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22831551
  
  I am rejecting this response because:here are more photos , 1st one , line **************************************************** row 5 . It stops after 4th wild . Doesn't pay into 5th wheel. Next photo explains it better for you if you don't understand what I'm saying.  It's lit up for you !  After 3 wilds on any paying line on ANY of your games , it doesn't pay into the 4th symbol if the 3 wilds are 1st . That second picture only pays the 3 wilds , so are you telling me that line doesn't go into any 4th wheel ???  It just ends after 3 wilds ? The picture doesn't lie , I am paid for 3 wilds in a row , it's lit up , never does it light up to pay into 4th wheel. Why don't 3 wilds in a row pay into the 4th wheel ????? 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 02/14/2025

  Our company appreciates the consumers follow up message along with their 2 additional screenshots.  Our team of developers have been consulted and examined both instances which were supplied.  For the first screenshot of the win-line on the Money Rails game, the consumer had a win-line number 3 noted in the Pay Table.  It is understandable to expect the win-line to go through the * on the fourth reel.  However, this is a special case of Wilds-only win-line which happens when there are 3+ Wilds connecting into a win-line starting from the first reel. If there is a possibility of multiple combinations for the same win-line, in this case either a Wild-Wild-Wild, or Wild-Wild-Wild-* which would equate to *-*-*-*, the logic will always choose to pay the highest paying win-line variant. In this particular case, the consumers bet was 250 million chips, and their win from a Wilds-only win-line was ***** million chips. If the logic paid out the Wild-Wild-Wild-* win-line, the payout would be only 50 million chips. This is the same case in other games where we have Wilds-only win-lines.  This win-line will be chosen over any extended version of the same win-line if it is the highest paying variant. For the second screenshot from the Cats of Egypt game, there is a valid win-line number 45 noted in the Pay Table. The cat symbol on the 5th reel in the lower right position is the mid-pay symbol while other symbols + Wild make the high pay symbol win-line.  We hope this provides clarification regarding this specific concern and addresses the consumers response.  We also hope the consumer will continue to reach out to our Customer Support team should any other game and reward inquiries arise. 

  Customer Answer

  Date: 02/22/2025

   
  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. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just think its so frustrating that my old account is no longer accessible since the ******** page that was linked to it was banned. I let it go and refused to redownload the app ever again since I spent real money AND years building up that account. The only reason I did again is because abuse my husband asked me too. Today we were playing and come to find out he can still see my level 350+ old account in his friend list and this frustrated all over again! Pop slots needs to make a way to recover old accounts that were lost

  Business Response

  Date: 01/17/2025

  Our company has reviewed this complaint and have identified a game account associated with the email address of the complainant created in ************************* October of 2023.  To provide some insight, PLAYSTUDIOS game accounts must be authenticated via either ******** or ***** in order to preserve game progress and purchase and redeem our Reward offerings.  Therefore, connection to the original authenticated ******** account is the only method available for the complainant to retrieve the game account in question.  If the source of authentication is no longer accessible due to the banning of the required ******** account, the Terms and Conditions of ********s Terms of Service will govern, and the complainant will need to contact ******** via their *********** for insight and resolution specific to the ban.  We refer the complainant to our PLAYSTUDIOS Terms of Service at *********************************************, specifically the section titled Account Information, for additional clarification.  We appreciate the complainants understanding in this matter and hope this information is helpful in assisting with the recovery of access to the game account in question.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22787881
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for the past 10 days to change my email address on MyVEGAS account. They dont even read my messages, they keep sending the same useless instructions so that my new email address reflects my email on ********. IT DOES! I keep sending screenshots of my ******** account showing that my MELABANANA ************* is in fact my ******** email address! They keep closing the ticket saying they already resolved the issue!!! I need to change my email address because I need to delete the old address because of the amount of malware I receive. It is unbelievable how bad their support is. Im hoping they just use AI which picks up words and responds, if it is an actual individual who just looks at the first few words without looking at the screenshot, its even scarier. I dont know what to do anymore!!! I want this issue resolved, I want apologies!

  Business Response

  Date: 12/16/2024

  Our company greatly appreciates the outreach of this consumer, who has played our games since August of 2014.  We apologize profusely for any frustration with identifying and resolving the issue of updating their email address and all the back-and-forth conversation with our Customer Support team in properly understanding the issue and achieving resolution.  The consumer first asked to update their email address on November 23rd, but that request was initially misunderstood as applying to myVIP Rewards and not their game account, which exist in separate databases.  Their myVIP Rewards email was updated at that time but not their game account.  On November 25th, the consumer reached out again to our Customer Support team and pointed out the misunderstanding.  Their email address was then updated in our subscription database according to regular protocol but required the additional step of the consumer updating their email address with ********, which is the consumers method of game authentication and a requirement to complete the technical process.  This would allow the player to be properly subscribed and receive game related email correspondence.  Our Customer Support team did provide detailed instructions on how to update their email address with ********, which the consumer shared had already been done.  A total of 7 tickets were opened with our Customer Support team regarding this issue, which is understandably a source of frustration for the consumer.  Their most recent ticket was opened on December 3rd, and was escalated to our team of developers to determine if there was any technical action on our end which would correct the issue as the consumer had completed all troubleshooting recommendations and sent screenshots and supplemental information as requested for verification. On December 15th, the consumer confirmed via response to our Customer Support team that the email address was now correct on their account, and we have confirmed this is now evident in the respective database.  We truly understand this has been a frustrating experience in terms of service and achieving ultimate resolution as this involved multiple tickets with our Customer Support team and time for our developers to investigate and resolve.  We can confirm the issue has now been fixed.  We apologize again for the issue itself and the time it took to understand and resolve.  As appreciation for the players support of our games and to make up for this experience, we will add chips directly to the consumers myVEGAS Mobile game app before the end of business today and our Customer Support team will message them directly.  If the consumer has any other game and reward related inquiries, we hope they will continue to reach out to our Customer Support team for guidance and assistance.

  Customer Answer

  Date: 12/16/2024

   
  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.
  
  Sincerely,
  
  ******** **********