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:05/21/2024

  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.

  I wrote to play studios seeking the winners list for their Mar 11 raffle ultimate Paris trip and was told they would not provide the information unless I mailed in a self addressed stamped envelope, which I did so the week of Mar 25. I never received a reply. Play studios has a responsibility to publicize the winners list otherwise how do we know these raffles even happen?

  Business Response

  Date: 05/30/2024

  Our company appreciates the complainants outreach regarding the Ultimate ***** Escape Sweepstakes.  We have reviewed correspondence sent via mail to the address noted in the rules shared at ******************************************************************************** and are unable to locate any received from the name and address associated with this complaint.  As general process, our company does post the name of the winner on social media within 48 hours of the conclusion of any sweepstakes inclusive of the first name and last initial.  The conclusion of this sweepstakes was 9:00 PM PST on Sunday, March 10th and the announcement of the winner was posted on March 13th on our Instagram site, myvipofficial.  We have confirmed it is still posted there for reference.  We believe this fulfills the desired settlement of reporting the sweepstakes winner accordingly.  If the complainant has any other inquiries, we do hope they will reach out to our Customer Support team directly either via the Settings menu in their game app or via web at ********************************************* for further guidance and assistance.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21739104
  
  I am requesting further action from the company. At no point do the terms and conditions ever indicate to raffle registrants that they check on an instagram page or social media for the winner list. Instead, multiple chats with the playstudios team clarified they only provide a winner's list by snailmail. See chat transcript and terms and conditions attached. 

   My request to Play Studios is that they update their terms and conditions to indicate the instagram page address so people can clearly find their answers at the close of each raffle.

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

  Business Response

  Date: 06/10/2024

  Our company appreciates this consumers participation in the Ultimate ***** Escape Sweepstakes last March and their follow up response.  There are a couple of points of action our ******************* team is taking to improve the communication of winners in future Sweepstakes.  One is a page, which is currently in development, for our official website at ***************** where the names of the winners will be posted.  Another point of action, which directly addresses the consumers request, is coordination with our Legal Team regarding updating our Terms and Conditions for future Sweepstakes to include information specific to the posting of winners and the site or sites they will be posted.  We hope these actions, which are in progress, satisfy the consumers concern in this matter.  If they have any other game and reward related inquiries in the future, we hope they will continue to reach out to our Customer Support team for guidance and assistance. 

  Customer Answer

  Date: 06/11/2024

   
  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,
  
  *****************

• Initial Complaint

  Date:04/15/2024

  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.

  Their games are not paying out properly and anytime I've reached out to support they have ignored my requests. Then suspended my support by falsely claiming I made threats which I did not and have the screenshots to prove it.

  Business Response

  Date: 04/25/2024

  Our company has reviewed this complaint.  Based on the screenshots shared by the complainant, we have identified 9 Customer Support tickets submitted from an unauthenticated POP! Slots game account since March 28th of 2024.  An unauthenticated account does not have any player personal information attached, including name and email address, and can only be accessed on one specific device. Although the name and email address of the complainant are not attached to this account nor appear in our system, we believe these tickets are associated with the account in question.  6 out of the 9 tickets submitted to our Customer Support team received live agent response addressing concerns of rigging, bad odds and payouts.  To provide some general insight which was shared with the complainant, our game apps, such as POP! Slots, 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.  This is the intended functionality of our games and there was no indication from review of the complainants game account of anything different.  Our agents shared this intended functionality of our games as outlined with the complainant and reiterated this information in response to their continued concerns.  Our Customer Support team also added complimentary chips to their account on both the 28th of March and the 4th of April as appreciation for their support of our games through recent purchases and to help ease any frustration experienced with losses incurred during regular gameplay.  The chip amounts issued in both instances were within our established guidelines and were the maximum available for this account.  Our agents also did encourage the complainant to take a break, as noted in the screenshots supplied, if playing our games was resulting in any stress as opposed to enjoyment.  On April 15th in Ticket #*******, the complainant did use profanity and demanded chip compensation, also noted in one of their screenshots.  That ticket received an automated response of Your message has been rejected due to profanity or abusive content.  Following that specific ticket, the complainant opened a new ticket stating No conversation not closed. You have a rigged game and refuse to address it. I provided the proof now compensate me correctly.  Due to the use of profanity and the aggressive tone of Ticket #*******, along with the continued tenor of comments in the follow up ticket, #*******, their game account was temporarily suspended from receiving response and game support.  As a company, we do stand by taking the action of a temporary suspension as there is not a tolerance for comments of this nature.  However, our company will lift this suspension effective immediately under the condition that comments of this nature do not continue.  In regard to the desired resolution, we have verified our games are functioning as intended along with associated payouts and have shared the reason for the temporary suspension of service, which has since been lifted.  We hope this response addresses the complainants concerns and we will be more than happy to continue assisting with any of their other game and reward inquiries should they arise.
  

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21575926
  
  I am rejecting this response because:

  I have a background in game design including the same engines used to make this game so yes there are bugs that are being exploited by the company to push more purchases.

   

  For example you purchase anything and you'll get a slightly increased chance of winning for a short period of time but then you will have the opposite where you lose or get well below the minimum chip bet for a single win.

  This continues till either the person purchases more chips or logs off the game for weeks. I have tested this keeping purchases to lower amounts monitored the win/loss ratios before, during and after.

   Not to mention they never stated the ban was temporary and stated it was due to threats which is fallacy. I have tried to report legitimate issues with their game and recent events only to be ignored even last weekend.

  Rather than openly admit their mistakes they tried to silence me and make false accusations.

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

  Business Response

  Date: 05/09/2024

  Our company appreciates the complainants response and background as shared.  However, we do stand by the intended functionality of our games as outlined in our original response inclusive of game design which is specifically geared to produce random results regardless of the player participating, their status, and their activity.  This is tested regularly to ensure that win/loss outcomes are aligned with what would occur in a real-world scenario.  In regard to the ban from receiving support from our **************** team, the following was stated on April 15th in response to Ticket #*******: Your support account is temporarily suspended due to threats included in your recent messages. Please understand that you will no longer receive support for your games and accounts if these actions continue.  Earlier that same day in Ticket #*******, there was use of profanity and what was qualified as aggressive language.  As an update, we can confirm that support to the consumers game account has been reinstated under the condition that comments of this nature do not continue.  Our **************** management has responded to his most recent ticket submission today and addressed the game related issues reported.  Moving forward, we do hope the consumer will continue to reach out to our Customer Support team directly with any other game inquiries which arise and they will be more than happy to provide assistance.

• Initial Complaint

  Date:04/15/2024

  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 had points at ********* and tried to redeem for a norweigan cruise credit for $750 off. It prompted me to connect to ********* and I did, which then I lost all of my points. I have gone back and forth with PlayStudios support (which is nearly impossible to continue a conversation, as they barely respond, take weeks, etc.). They have been unhelpful. "Oh we have forwarded this to our developers." In the meantime, there has been NO SOLUTION for four months. I've passed the deadline for my cruise--which I worked for six months to earn points for. Every time I have to contact help, it's a different person, they cannot follow up from previous help threads. There is also NO phone number to call, and even finding the link to get help from the helpdesk is difficult. They make it VERY HARD to find anything beyond the automated chat or preset FAQs. It's sketchy. -No solution to the complaint -No help recovering my points, which STILL show up in my app game (Tetris)-Little communication via help desk -No follow up from the developers My points have not been recovered. I've missed out on $750 off my cruise, and i've spent hours and hours playing Tetris--making PlayStudios money via the ads, but no follow through on the promise of points to redeem. So, as far as I'm concerned, it's fraud. (Pictures of my account #, points balances, etc. have been provided multiple times to PlayStudios. I won't post it here due to security purposes).

  Business Response

  Date: 04/24/2024

  Our company greatly appreciates the complainants outreach and truly apologize for any frustration caused by their service experience, especially since the issue with their Loyalty Points was originally reported by them back in February of this year to our Customer Support team without resolution.  When functioning correctly, the over 2 million Loyalty Points accrued by the complainant should have been preserved when their Tetris game app was connected to and authenticated via Facebook.  The technical failure in this instance resulted in only 200 Loyalty Points appearing in their account and, as a result, those were the only points accessible for Reward purchasing.  Our game developers have since reviewed the complainants game account and been able to identify a fix which will adjust their current balance of 200 Loyalty Points to the correct total of 2,012,050.  This fix will be ready and implemented by no later than May 3rd of this year to the complainant and any other impacted users.  We do understand this negatively impacted the ability of the complainant to be able to secure a long-awaited Reward offering and resulted in a disappointing experience.  We hope the implementation of this fix will help restore confidence in our games and Reward offerings moving forward, and that the complainant will be able to purchase another Reward of preference at that time.  We also hope they will reach out to our Customer Support team again should any other game and reward inquiries arise through one of our 2 methods of communication, either directly through the Settings menu in their game app or the web at **************************************************************************; We appreciate their support and patience through the resolution of this issue and look forward to continue assisting with their other inquiries.

• Initial Complaint

  Date:03/21/2024

  Type:Delivery 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 issue is that I have not received information regarding the vacation package that I was notified of winning via the *** Slots Live app. The Game Day sweepstakes (link below) was over a month ago (2/11-2/13) and since I was notified of winning after the sweepstakes closed, I have not received the email confirmation containing package information for ************ stay, F&B credit, airfare credit, ******************* to "O" as the initial winning notification stated. I have abided by the terms and conditions of the sweepstakes and responded to the winner selection via the application in which this is what I find odd as I have not received any other correspondence about the sweepstakes/prize despite my account information being accurate. In addition I have reached out to customer support about this issue and have been told that it can take a few extra days to receive the prize, however, days have now turned into weeks and I have not received any additional details.*****************************************************************

  Business Response

  Date: 03/29/2024

  Our company appreciates the complainant for their outreach and can confirm that he is indeed a winner of the Game Day Sweepstakes offered in the *** Slots Live game app which ran from February 11th to the 13th.  We completely understand his concern during his attempts to follow up on the status of his prize with our Customer Support team over the last month and a half and truly apologize for the delay in executing next steps.  The email address we have on file for his game account is *********************** and, on Wednesday, March 27th, an email was sent to that address.  Our team is currently awaiting his response to that email.  If possible, we ask that he confirm receipt of the March 27th email either via response to this complaint or to one of his 2 current open tickets with our Customer Support team.  If the email address of *********************** is incorrect, we also request the correct address supplied through either method as well.  We hope to hear back from the complainant as soon as possible and offer our sincere congratulations on his prize!

• Initial Complaint

  Date:03/18/2024

  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.

  They refuse to let me withdraw legitimate winnings. It says the money was taken by a managers withdraw

  Business Response

  Date: 03/22/2024

  Our company has reviewed this complaint and are unable to locate a game account associated with the name and email address of the complainant. We are also unable to locate any ticketing correspondence with our Customer Support team.  In order to assist and provide guidance, we request specific detail including the game app being played, the date and time the issue occurred, the complainants game Support Code so we can locate their account, and any supporting documentation inclusive of purchase receipts and screenshots from the game itself.  Our game apps are not by definition considered online gambling as players do not win money so additional clarification from the complainant is needed.  We look forward to hearing back from them either via response to this complaint or via a ticket submission to our Customer Support team which can be initiated through the Settings menu of their game app or web at ***************************************************;

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21447849
  
  I am rejecting this response because: Slots of Vegas does in fact know who I am. Username n8pjgz4w92. Email address ********************. manager withdrew my winnings on 3/15/2024 at 15:08pm as evidenced by the attached screenshotthe manager withdrew my winnings 3/15/2024 at 15:08 pm as evidenced by the attached screen shot
  
  Sincerely,
  
  ***************

  Business Response

  Date: 03/29/2024

  Our company appreciates this complainants response and the attachment provided.  As point of clarification, our company, PLAYSTUDIOS, is not affiliated with Slots of Vegas.  Our game apps include myVEGAS Slots, my KONAMI Slots, POP! Slots, MGM Slots Live, and Tetris. among others.  Slots of Vegas is not among them.  We hope this information is helpful and can be used to direct the complainant to the correct company, Slots of Vegas, for assistance and guidance regarding their issue.

• Initial Complaint

  Date:02/23/2024

  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.

  On February 16 I have purchased in app chip bundle for $99.99 , the bundle includes ************** chips, 2 ******* packs , 16 free spin at *********** chip on sizzling hearts game , after purchase the app ask if I want to purchase to multiply my chip bundle I choose no and I never received any of what I paid for , I have contacted my vip host , support and still today no one responded to me , my host send massage in game app said she sent me email but I never received it , I have attached screenshot of my recipes, my screenshot after purchase to proof that I haven't get chip , my silver packs did not get delivered also never received free spin , until today I have not play the game to proof that the game stole my money

  Business Response

  Date: 03/01/2024

  Our company greatly appreciates this consumer for their outreach regarding a purchasing issue in my KONAMI Slots.  Between February 16th, the date of the purchase in question, and February 28th, we are aware of 3 ticket submissions to our Customer Support team and specific email correspondence with their designated Host.  We have since verified directly with our team of developers that there was indeed an issue with the processing of the purchase the consumer has shared.  On February 28th, our game developers credited a total of ************** chips, 2 silver packs and 16 free spins at *********** chips on the Sizzling Hearts game directly to the players game account.  This is the full delivery of the purchased items and fulfills the desired resolution sought in this complaint.  As a company, we do truly apologize for this error, any service delays which occurred following the initial report, and any resulting frustration.  We appreciate the consumers ongoing support of our games and if they have any other questions or concerns regarding this issue or any new inquiries regarding our game apps and reward offerings, we hope they will continue to contact their Host directly for expedient guidance and assistance. 

• Initial Complaint

  Date:01/17/2024

  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 purchased the premium prize path, which at the time of purchase had a grand prize of over 4bil chips. Then, just before I completed the prize path, and AFTER I HAD ALREADY PURCHASED IT, they suddenly dropped the chip reward to only 1.9bil. I MADE THIS PURCHASE WITH THE GUARANTEE OF OVER 4BIL CHIPS, AND THEN THEY LOWERED IT AFTER I MADE THE PURCHASE!! I wrote in to their support about it. It took a WEEK to get a response, and I am VIP level 5 which is supposed to come with priority support that claims my support tickets will go to the top of the queue. And when they DID finally reply it is clear they didnt even bother to read my message and what the issue was, their reply said *** reviewed your play history and according to our records, all of your prizes are accounted for, including your final chest prize and premium chest prize of *********** chips and ************* chips. I apologize for any confusion and I'm happy to see that nothing is missing. YES THAT IS THE WHOLE POINT, YOU ONLY GAVE ME 1.9 BIL INSTEAD OF THE OVER 4BIL I WAS PROMISED WHEN I MADE THE PURCHASE.

  Business Response

  Date: 01/26/2024

  Our company greatly appreciates this consumers outreach regarding a specific payout concern.  To provide some insight, the consumer submitted a ticket to our Customer Support team on January 10th of **** which did not receive response from a live agent until January 16th.  We truly apologize for the extreme delay in response as this fell short of the appropriate service response time and expectation for a player at their myVIP Tier level.  We have reviewed the reported payout issue and are unable to verify their claim of an advertised expected prize of over 4 billion chips which then dropped to 1.9 billion chips.  Although the agent did not communicate the inability to verify the expected amount of the prize, they did apologize for any confusion as noted by the consumer and confirmed the successful awarding of the final chest prize of *********** chips and the premium chest prize of ************* chips.  In that same ticket, the agent also added 2.5 billion complimentary chips which were intended to make up the difference as appreciation for the consumers support of our games.  We again apologize as this differential was not clearly communicated in the ticket response.  Although we can confirm a total of ************* chips were ultimately credited to the consumer, exceeding the 4 billion chip expectation, we have made an exception based on their ongoing patronage and added an extra credit of 5 billion chips to the consumers POP! Slots game app today to collect when they next log in to play.  We believe the crediting of this amount fulfills and exceeds the desired settlement of the full reward as this is ultimately a total of ************* chips which have been awarded specific to this complaint.   If the consumer has any other game and reward related inquiries as well, we hope they will continue to reach out to our Customer Support team for ongoing guidance and assistance.

• Initial Complaint

  Date:01/16/2024

  Type:Billing 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.

  Pop! Slots has made unauthorized charges to my account and keeps charging me without my consent and Im not getting anything out of it. Im homeless and trying to get a place to live so I find it especially frustrating that Im experiencing this kind of fraud. Its incredibly frustrating for a homeless pregnant woman to experience this unfairness when just wanting to play a relaxing game. I didnt sign up to be stolen from.

  Business Response

  Date: 01/24/2024

  
  Our company greatly appreciates this consumers outreach and truly empathize with the struggles they have shared in this complaint.  Our games are purely intended for enjoyment and not to create any hardship or frustration for our players.  We have taken the opportunity to review this complaint and see that the complainant initially contacted our Customer Support team with a refund request on January 3rd of **** via Ticket #*******.  They were correctly advised of the refund process and directed to their purchasing platform.  On January 12th of ****, a second ticket was submitted specifically reporting an unauthorized charge of $***** with no purchased content added to their account.  We assume this is the same charge reflected on the receipt attached to this complaint and the attached refund request to Apple.  In this second ticket, they stated the following:
  
  You charged me an unauthorized charge of ***** and I got no chips, no stickers, nothing. I didnt ask for this or authorize anything and Im really thinking of taking you to court because this is not the first time.
  
  On January 19th of **** in this same currently open ticket, they also reported an unauthorized $7.99 charge to their account and provided a receipt showing this particular charge as pending.  To provide clarification, our company does not handle any monetary transactions, execute any unauthorized charges on an account, and does not have any access to our players billing information. In order to request a refund, players must contact their purchasing platform directly as the platform holds that specific information in their records. Their purchasing platform will be able to either approve or deny refund requests based on their policies and our company will not override the final decision on such requests.  The following are links shared with the complainant in their first ticket to our Customer Support team specifically addressing the process for requesting a refund:
  
  Apple: ?
  ****************************************
  
  Google:
  ****************************************************?
  
  If unauthorized purchases are being made to the complainants account, we strongly advise that it is possible another person had access to their playing device, billing information, or ***************** or Apple account.  We are sharing links for guidance to the complainant specific to providing extra security to a players account and how to re-establish security.  If their ******** account was compromised, we recommend changing their password immediately by following the instructions below: 
  
  ********?:
  ******************************************************
  ************************************
  
  If someone possibly had access to their playing device, we recommend increasing their device's security settings by instating a lock screen and password through these additional instructions: 
  
  Apple:
  ****************************************
  
  Android:?
  *******************************************************??
  
  Although our company is unable to make a billing adjustment as per the desired resolution, we do hope the information supplied in our response is useful to the complainant, helps address any security concerns, and directs them to the appropriate channels for refund requests to be initiated or which are outstanding. 

• Initial Complaint

  Date:11/13/2023

  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.

  They updated their system and logged me out of my account. When I log back in it i not my account and with my correct rewrads. I have spent thousands over the years and have over 3.4M in Rewards to be used and the system will not allow me to login to the correct account. I lost everything and they are not responding to multiple and multiple attempts, emails, tickets etc...

  Business Response

  Date: 11/21/2023

  Our company greatly appreciates this consumers outreach and hope to be able to guide them toward the recovery of their account.  We also apologize profusely as we are aware of 10 ticket submissions from the consumer since July of 2023 referencing this issue, only 3 of which received response and 2 of those providing troubleshooting solutions.  We understand their frustration and again apologize for these oversights and any associated frustration.  To provide some detail, we have checked into this account issue and cannot identify an update to our game apps which would have impacted the ability to log in correctly.  However, we have confirmed the existence of 2 PLAYSTUDIOS accounts belonging to this consumer which have been authenticated through 2 different ******** accounts.  As insight, authentication via ******** or Apple allows our players to fully utilize our game apps, redeem rewards, and access their preferred account via different devices.  One account, the one which has not been accessible and the consumer wishes to recover, was created on February 4th of ************************* on September 16th of this year.  The second account was created on May 10th of ************************* on October 4th of this year.  That second account is authenticated to a ******** account under the exact name and email address of the consumer, unlike the original account.  In order to retrieve access to the intended game account, which was created in 2016, we recommend the following troubleshooting steps:
  
  1.     Make sure their PLAYSTUDIOS game apps (myVEGAS, myKONAMI, myVEGAS Bingo, myVEGAS Blackjack, MGM Slots Live, POP! SLOTS) are not blocked on ********. Settings can be viewed by going to the following link: *********************************************
  2.     Make sure their default browser can accept cookies.
  3.     Sign out of ******** in our game app if logged in.
  4.     If they have the ******** app, sign out of that as well.
  5.     Sign out of ******** in the mobile browser on their device.
  6.     Open our game app and use the ******** icon to sign in again.
  7.     Login with the correct ******** account.
  
  If these steps fail to work and the consumer is still unable to log in with the correct ******** account, including if the account was hacked, locked, or deleted, we strongly advise contacting ******** directly. They can assist with logging in with the correct credentials and recovering the consumers ******** account. Their help center is located at *****************************.
  
  We hope the information supplied is helpful in recovering the consumers intended account and enjoying the benefits of our games again.  Although there was oversight previously in our correspondence as acknowledged, we do hope they will reach out to our Customer Support team again if any other assistance or guidance is needed. 
  

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20860139
  
  I am rejecting this response because:

  i have followed the steps over and over and this is not resolved. ******** explained its on their end and not theirs. I need this fixed as I have lost thousands. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/01/2023

  Our company is sorry to hear that the complainant has not recovered their account through the troubleshooting steps provided.  To expand on what was shared in our original response, authentication of our game apps to either ******** or Apple not only allows our players to fully utilize our game apps inclusive of reward purchasing and redemption, but also is the sole method of preserving associated game play and data.  Therefore, a game account can only be retrieved if a player connects their app through the original method of authentication.  If there is any problem with the method of authentication, including security issues, blocking or deletion, that can impede successful connection and must be addressed and resolved through ******** or Apple and in accordance with their Terms of Service.  We do understand this is disappointing but must reiterate that correct authentication is the only method of account recovery.  We do stand by the troubleshooting steps and advisements shared and hope the complainant will have success with this information in their efforts to recover their account.   

• Initial Complaint

  Date:10/11/2023

  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 pen this communication with profound dissatisfaction and immense disappointment regarding your handling of an issue I'm currently facing with my Pop Slots account. My name is **********************, and my registered email address with Pop Slots is ********************** I've been a loyal player for an extensive duration, having amassed over 2 million reward points, a testament to my dedication and financial investment in your game. The gravest concern I have stems from a hacking incident involving my ******** account, which is inextricably linked to my Pop Slots profile. Despite the severity of the situation, your support has been nothing short of atrocious, delivering robotic responses that do nothing to assist me in my time of need.Failure to rectify this matter would not only leave a dedicated player bereft of access but would also demonstrate a callous disregard for the well-being of your customers. Furthermore, it has come to my attention that Pop Slots forces players to link their accounts to either ******** or Apple, creating a glaring vulnerability. This practice, along with your subpar support, amounts to nothing short of a money-grabbing scheme. It's clear that you value profit over player satisfaction and security. I also bring to light the fact that your company pays for a 4.8-star review, which speaks volumes about the authenticity of your app's ratings. It's apparent that Pop Slots is willing to engage in deceptive practices to maintain its image. In conclusion, I'm considering organizing a class-action lawsuit against Pop Slots to shed light on your unethical practices and hold you accountable for the harm you've caused to numerous players, including myself. This is a warning to Pop Slots and a call to action for fellow aggrieved players let's stand up against this injustice and demand the service and support we deserve. Sincerely, **********************

  Business Response

  Date: 10/20/2023

  Our company has reviewed the consumers complaint in its entirety.  We have confirmed that he reached out to our Customer Support team via our ticketing system with 6 submissions beginning on October 9th of this year.  3 out of the 6 tickets received response from our Customer Support team with accurate information provided regarding the issue as reported.  We do truly apologize for the oversight in response to his other 3 tickets as that was not intended and certainly apologize for any lack of sensitivity in our handling as we do understand the frustration which comes from hacking incidents and the impact on the confidence in a players gaming experience.  We have identified 2 game accounts connected to this consumer, one of which appears to be referenced in this complaint, was created in May of 2019, and currently has over 2 million Loyalty Points accrued along with a spend history.  There is ultimately only one way to retrieve his game account and that is through connection to the ******** account used to originally authenticate his PLAYSTUDIOS game account.  Any new account created after the fact will start his game progress over from the beginning.  Our company is transparent about the subject of authentication, which is addressed in our Terms of Service at *********************************************, specifically in the sections titled Eligibility and Account Information.  If a ******** account was compromised because someone was able to access the one used to authenticate, we direct players to the following link for assistance in restoring their ******** account security:
  
  ************************************
  
  If someone possibly had access to a players device, we also recommend increasing the playing device's security settings by instating a lock screen and password by following the instructions at either of these links:
  
  Apple:
  ****************************************?
  
  Android:?
  *******************************************************
  
  Based on comments in this complaint, our company would like to clarify that our game apps are all free-to-play, abide by all federal and state laws in the areas where they are applicable, and specifically do not engage in practices such as payment to consumers for better app store reviews or ratings.  In regard to the consumers desired settlement, account recovery is only possible by connecting to the ******** account used to originally authenticate his PLAYSTUDIOS account.  We are unable to manually recreate his account or transfer data, including any accrued Loyalty Points, other currencies and game progress, or provide additional rewards and bonuses as compensation.  We have shared links in our response which provide information which will allow him to restore the security of his ******** account, secure his device as well, and ultimately regain access to his PLAYSTUDIOS game account.  As a company, we are appreciative of his comments regarding game authentication and security measures and will continue to explore viable alternatives to the options which already exist.  In addition, we are appreciative of feedback regarding the customer service provided to our players and will focus on opportunities to improve our delivery, response time, and personalization as warranted.  We do hope the complainant is able to resolve the security issue specific to his ******** account and can then regain access to the game account he has used and enjoyed.  If he has any other game and reward related inquiries, we do hope he will continue to reach out to our Customer Support team for guidance and assistance and have a better experience moving forward. 

  Customer Answer

  Date: 11/07/2023

  I never recieved the email to submit my rebuttal/communication back. I don't agree to anything this company says. They are nothing but scams. Please reopen this case and allow for me to see their response, which I haven't even seen yet, please. I will respond to it accordingly. Again if this is my response, I reject any communication made by Play Studios. They NEVER even tried to reach out to me. They are an obvious scam reading the multiple reviews casted upon them online. They could careless about their players/customers. Fraudulent Scams!

  Customer Answer

  Date: 11/07/2023

  OK. I was able to read Play Studios response and I object every stated. They are nothing but criminals with multiple lawsuits against them. They do not care about their players/customers. They do nothing but lie and find excuses to not give ones account back. Their security is lackluster. There in game arrangement is nothing short of bugs and glitches. The events they hold they never do anything to help *********** gain lost items. Again I had over 2.5 million award points saved and now lost because of these criminals. I object/reject any further communication with these criminals.

  Business Response

  Date: 11/15/2023

  Our company has reviewed this consumers message and do stand by our original response to his complaint inclusive of the fact that our apps abide by all federal and state laws in the areas where they are applicable.  Our Terms of Service, located at *********************************************, thoroughly address the responsibilities of our users in relation to account authentication and security.  In regard to bugs, glitches and event payouts, we definitely want to be aware of any issues and our Customer Support team does assist players by reviewing reports submitted through our ticketing system, researching player accounts, escalating to our Product teams to ensure the issue is resolved, and crediting players any chips or items accordingly if there was a verified loss or failure to credit what was due.  We are not aware of any ticket correspondence from this consumer specific to bugs, glitches or events but will be happy to address these concerns if a ticket is submitted to our Customer Support team so we can properly research.  As stated in our original response as well, account recovery is only possible by connecting to the ******** account used to originally authenticate his PLAYSTUDIOS account.  We are unable to recreate accounts and have shared links in our previous response which provide information which will allow him to restore the security of his ******** account, secure his playing device, and regain access to his PLAYSTUDIOS game account. We hope that, should this consumer continue playing our games and have any other questions, he will reach out to our Customer Support team for additional guidance and assistance. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20725305
  
  I am rejecting this response because: ************ is nothing but a scam. Read the multitude of reviews around the internet. It clearly shows this is nothing but a money grab to them to poor unexpected players. Multiple lawsuits as well have been engaged against them. I reject anything stated from here on. I do not agree with the moral ethics of Play Studios. ************ should be blacklisted from the industry. Resolution would be a firm a swift shut down of Play Studios so they can no longer commit these illegal/unlawful acts. Because we know they will never take responsibility for what they have done/acted/treated to their players.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/27/2023

  Our company is concerned to see the complainants response.  We would like to reiterate that we offer a free-to-play game experience for all of our players, adhere to platform policies, and also abide by all federal and state laws in the areas where they are applicable.  In regard to the desired settlement from his original complaint, account recovery was requested.  However, this is only possible if players connect to the ******** or Apple account originally used to authenticate their PLAYSTUDIOS account.  We are unable to manually recreate a players game account by using another source of authentication or transferring data from one account to another.  This is inclusive of any accrued Loyalty Points and other currencies and game progress.  The following information shared previously will allow him to restore the security of his ******** account, secure his device, and ultimately is the only way to regain access to his PLAYSTUDIOS game account. 
  
  1.     If a ******** account was compromised because someone was able to access the one used to authenticate, we refer players to the following link for assistance in restoring their ******** account security:
  
  ************************************
  
  2.     If someone possibly had access to a players device, we also recommend increasing the playing device's security settings by instating a lock screen and password by following the instructions at either of these links:
  
  Apple:
  ****************************************?
  
  Android:
  *******************************************************
  
  We do hope that the complainant is able to retrieve his game account through resolution of the security issues he has experienced and that these steps as offered are helpful to achieving that goal.  We again appreciate his request for a review of Account Linking Policies and improved Customer Support and will focus on those initiatives as noted in our previous response.  If he is able to recover access to his game account and needs further game and reward assistance, we truly hope he will reach out to our Customer Support team and they will be more than happy to provide guidance. 

  Customer Answer

  Date: 12/12/2023

  Once again, never recieved document of needed response.

  Again, this company is a scam and I reject any additional comments they have.

  Business Response

  Date: 12/22/2023

  In response to the consumer and as clarification, all responses to this complaint are from PLAYSTUDIOS and have not been generated via automation.  Our company is not engaged in fraudulent activities of any nature, inclusive of stolen funds as alleged.  To expand on what has been shared previously, our game apps are all free-to-play, 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.  As a goal, our company is focused on responding to players who outreach via our ticketing system, thoroughly researching player issues and inquiries, and aim to resolve issues based on the outcome of that research and in accordance with our Terms of Service located at ***************************************************; As insight into this specific complaint, authentication to either ******** or Apple is the only method to utilize our apps to optimal capacity inclusive of purchasing and redeeming rewards and accessing and preserving game play and progress.  Since the reporting of this complaint, communications with our company have been reviewed, along with authenticated game accounts associated with the consumer.  Account recovery by a player is only possible through connection of the game account in question by using the original method of authentication and is the sole method of resolution in this instance.  We are confident that we have provided correct troubleshooting and account recovery steps within our scope and do hope they are helpful to the consumer with retrieval of his game account. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20725305
  
  I am rejecting this response because: ************ is nothing but a scam/scamming their players. Scamming their investors. Multiple lawsuits against them. They are nothing but deceptive liars. Always automated responses. **************** is horrible. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/12/2024

  As a company, we would like to again reiterate that we offer a free-to-play game experience for all our players, adhere to all platform policies, and abide by all federal and state laws in the areas where they apply.  In reference to the original complaint, please be advised that connection of a players game apps through the original method of authentication, in this case ********* is the only method available for this player to retrieve access to their PLAYSTUDIOS game account inclusive of all game progress, reward access and associated currencies.  In the event there was a hacking or security breach involving the complainants ******** account as noted in the original complaint, that must be resolved by the complainant with ******** and in accordance with their company policies.  We refer the complainant to the following statement in our PLAYSTUDIOS Terms of Service located at *********************************************:
  
  When you register through your ******** Login, you will be asked to login with your ******** log-in credentials (******** Password) and, if applicable, configure your privacy settings in your ******** account to permit your activities on the Service to be shared with your contacts in your ******** account (as further detailed in our Privacy Notice). By creating an Account via your ******** Login, you are allowing PLAYSTUDIOS to access your ******** account information and you acknowledge and agree that your use of ******** is governed by the terms and conditions of ********s terms of service, data policy and community standards, including, without limitation, ********s password and account security policies (collectively, ******** Policies).
  

  By creating an Account with ********************** through your ******** account, you agree to comply with the ******** Policies and the rules set forth below to protect the security of your Account and ******** Login. For the purposes of these Terms, references to your ******** Login shall include any account and account information, including usernames, passwords or security questions, whether or not created for the purpose of using the Service, that are used to access the Service

  We have reviewed our ticketing system and see that there have been no other tickets submitted by the complainant since October 11th of 2023, the date of their initial complaint to the Better Business Bureau. We do believe that we have addressed the concerns of the complainant in the course of our responses inclusive of those related to Customer Support and security along with appreciation for their feedback in these matters.  However, we are unable to offer any compensation or take further action in this matter as the game account can only be recovered by the player through authentication using the original method as outlined.  We do hope this provides additional clarity involving this game account and how access can again be achieved by the complainant.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 20725305
  
  I am rejecting this response because: Playstudios is a scam. All there games are a scam. Horrible customer service. They don't care about the players at all. Automated bot cold shouldered responses. 

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