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:10/02/2023

  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.

  This company discontinued my account.. I have repeatedly asked to have this fixed - I have had zero customer support from them. Ive invested my own money into their product just prior to this happening, *** also had reward points as well. Extremely poor customer support on what should be an easy resolution.

  Business Response

  Date: 10/12/2023

  Our company has taken the opportunity to research this consumers complaint.  We have confirmed there have been 5 attempts to contact our Customer Support team via our ticketing system between the dates of September 26th and October 6th.  We truly apologize as the tickets never received assistance from a live agent.  We have verified that the consumer did formally submit a request to be forgotten through the OneTrust system in reference to a specific game account.  In compliance with ************ Protection Legislation (GDPR), the information supplied by the consumer was verified by our Privacy Team and the request was then completed across all game apps authenticated through the Support Code submitted. Once a request to be forgotten is completed, all personal information, game progress and other associated data with the account submitted is permanently deleted and can no longer be retrieved.  All correspondence and action for GDPR requests for our company are handled exclusively through the OneTrust system and no other method of communication.  Our Privacy Team has confirmed there was no message to cancel this request in One Trust prior to completion of the request although there was a message dated September 26th of 2023 requesting reversal following written notification to the player of completion.  We hope this provides clarification into what occurred.  We apologize again for the failure to address this issue by a live agent to provide necessary clarification and any resulting frustration from this experience.  Although we are unable to reverse the deletion of this consumers account, we hope the consumer will reach out to our Customer Support team for assistance if there are any other game and reward related inquiries.

• Initial Complaint

  Date:08/07/2023

  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.

  This is my third time contacting you. You guys keep telling me how to log in with ******** and change my settings but it's not working. I used to log in with my ******** and when you guys revamped your login system, it erased over 1 million reward points. It's not fair. I've been looking online and I'm not the only one that this has happened to. I want my points back and I need you to help me. My app on my phone shows that I have been playing with you guys over 285 hours. How can I get my Reward Points back? My logins not working. You guys said I can't have multiple accounts, but I did log in with another ******** to see if the points were there. But I've never played under that ********* I've only played under Zo green. Where are my loyalty points? Why won't you help me? Why do you guys keep sending me the same thing on to how to log in when it's not working. How can I get my points back? Help me get my points. They always tell you how to fix it in settings, but it's not working. I have always logged in with my ********* I have spent money with this company and played over ********************************************************************* have lost their Reward Points, over a million. I just want my points back so that I can use them for the hotels and stuff. But they just tell me how to log in but it doesn't work. Why can't they look up history and fix? My sister's points got erased too. Stop putting the blame on us and telling us it's a login issue when you guys did something. Fix it. Give me back my points. I spent money on this as well.

  Business Response

  Date: 08/17/2023

  Our company appreciates this players outreach and are concerned to hear of any frustration she is experiencing.  We have confirmed that she has reached to our Customer Support team a total of 4 times since May 23rd of 2023.  All 4 tickets were submitted from a ******** authenticated account under the name of Zo Green, which was also created on May 23rd of 2023.  All 4 tickets received response with accurate information supplied and guidance regarding how to retrieve the intended account.  To provide some insight, our game apps all require ******** or Apple authentication in order to purchase and redeem rewards.  The account under the name of ******** does not have a history of reward purchases and was last accessed at the time of creation.  We have confirmed there has not been an update to our apps which has impacted the ability for players to properly connect and authenticate.  Therefore, in order to retrieve the intended account with 1 million Loyalty Points which is mentioned by the player, she will need to connect her game app to the same ******** account to which that account was authenticated.  This is the only method for her to regain access and retrieve game progress inclusive of Loyalty Points accrued. If rewards were purchased and redeemed on that account, then it is also the only valid account for reward purchasing.  The following steps, even though shared with her previously, will be helpful in allowing her to regain access to the intended account with the correct Loyalty Point total:
  
  If ******** connected:
        Make sure PLAYSTUDIOS games (myVEGAS, myKONAMI, myVEGAS Bingo, myVEGAS Blackjack, MGM Slots Live, POP! SLOTS) are not blocked on ********. She can view these settings by going to this link: *********************************************
        Make sure her default browser can accept cookies.
        Sign out of ******** in our app if logged in.
        If she has the ******** app, sign out of that as well.
        Sign out of ******** in the mobile browser on her device.
        Open our app and use the ******** icon to sign in again.
        Login with the correct ******** account.
  
  If she is still unable to log in with ********, including if her account was hacked, locked, or deleted, we recommend contacting ******** directly. They can assist her with logging in with the correct credentials and recovering her account. She can reach out via their help center at ******************************.
  

  As a point of clarification, we are unable to transfer game play and progress inclusive of Loyalty Points from one account to another.  Therefore, we will be unable to fulfill her desired settlement outside of sharing the steps above and the troubleshooting guidance already supplied by our Customer Support team.  We appreciate her understanding in this matter and hope this information is helpful in recovering her intended account. We also refer her to our Terms of Service at *********************************************, specifically the section regarding multiple accounts under General Rules of Conduct and Usage, for additional insight.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20427940
  
  I am rejecting this response because I am using the same account, but my points were erased. I explained this to them. They should be able to look on their end. I'm using same account info. The same thing happen ro my sister. I did everything they asked in the tickets.  It won't work.  So they should find it. I spent 295 hours and money on these games. My email is the same. Why can't they find account through email?
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/22/2023

  Our company has reviewed this players complaint again and must stand by our original response in its entirety.  The game account authenticated via ******** under the name of ******** was created on May 23rd of **************************************************************************** our system.  There is no history of reward purchases on this account or indication that it has been accessed since the date of creation, along with any indication that Loyalty Points were ever deducted from this account.  If she has purchased and redeemed rewards previously, this would have been done under another game account authenticated to a different ******** account, possibly even under another name and email address.  The only way to retrieve any other game account along with the associated progress and redemption history would be to connect to that specific ******** account.  The troubleshooting steps to allow retrieval of other game accounts have been shared in our original response and via our Customer Support team.  Although we do empathize with her frustration and are unable to manually fulfill her desired settlement, we have provided accurate information and troubleshooting steps which should allow her to retrieve the intended account.  We appreciate her understanding in this matter and hope that she will reach out to our Customer Support team should any other questions arise.  

• Initial Complaint

  Date:08/02/2023

  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 used rewards I had "earned" (really pay for them in order to play their slots) on the myVegas game on Facebookj to pay for a trip with Norwegian Cruise Lines. I used **** credits (worth around 2-3k in real money!!) to pay for a 1 week ******* cruise. Over the almost 10 years I've used MyVegas, if you did not use or book for your trip they would simply (and fairly) return the credits back to your account.. They were never returmed and I was shocked to find that they're new scam is to keep your unused credits!! i've contacted these people and after they refused to give me back my credits they ceased communication through email (of course there is no one to talk to..).They will probably lie and say that they sent some email communication, but none was ever received.It is my hope that you can contact these people and get my **** credits back as well as put a warning out for other members about this despicable practice.Your help will be greatly appreciated *********************** ************ MyVegas number : N6ERDK

  Business Response

  Date: 08/10/2023

  Our company appreciates this players outreach and support of our game apps since 2015 and his use of our reward offerings.  We have reviewed his game account and 2 recent ticket interactions with our Customer Support team.  One of those interactions received response on June 27th and the second did not.  We truly apologize for any oversight and failure to address his concerns with that second interaction.  The reward he purchased for a 7-day ****** cruise offered by our partners at Norwegian Cruises did indeed expire as it was not redeemed through our partner, which specifically involves the booking of the cruise reservation.  This particular reward is non-refundable as stated in the Terms and Conditions as follows:
  
  This certificate *** not be sold, assigned or transferred, is non-refundable and *** not be redeemed for cash.
  
  As appreciation for his active support of our games and reward offerings over the years, we have been able to approve a one-time only exception in this instance and have refunded the 4 million Loyalty Points he used to originally secure this offering.  The returned Loyalty Points are reflected in his current total the next time he logs in to play one of his authenticated PLAYSTUDIOS apps.  We do believe this refund satisfies his desired settlement.  To provide some insight for future reward purchases, each offering in our games *** have different Terms and Conditions attached which are inclusive of the option of refunding or not refunding Loyalty Points.  We do request that this is taken into consideration with any future purchases as this specific settlement is a one-time exception.  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. 

  Customer Answer

  Date: 08/10/2023

   
  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.
  - even though they still cheated me out of 1 million points
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2023

  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 used there app pop! slots for years and I've accumulated exactly *********** points. I could use these points to purchase any perks on this platform. I haven't used my app in a while and was planning a trip and remembered that I saved them. I attempted to use my points and was met with a notice stating that my account was restricted from using my points. I then contacted the support and was met with a response that I had violated a rule and therefore my account will not be restored. I did not violate any of there rules and at one point my ******** was temporarily hacked which I already resolved with ********. When I told them this they still said that I did it and that my punishment will stand and that they have proof. I told them that I refuse to be punished for something I did not do and that I demand to see the proof that they previously stated they had. Once I asked for the proof they cut off all communication and refuse to show me this proof they proclaim to have. I am being scammed out of my hard earned points and they are using underhanded tactics to do it. I provide images of conversations and my account. As well as my account number in the images below. I would like my account restored and my name cleared because I do not nor have I ever shared my app information with anyone. Also in ****************************************************************************************************** the pandemic I had no plans to nor the means to go to *****.

  Business Response

  Date: 08/07/2023

  Our company has taken the opportunity to review the messages and screenshots attached to this complaint.  The Support Code noted in the screenshot, 6DD64R, was created on May 28th of 2021.  Since that time, multiple users have linked their game apps to this Support Code and purchased and redeemed rewards.  Once this activity was identified, the game account under Support Code 6DD64R was permanently blocked from the ability to purchase and redeem rewards.  In addition, we have verified that the name and email address associated with this complaint is not the same name and email address of the user authenticated via ******** to this account.  Our *************************** has shared, as noted in the screenshots, a brief overview of this violation of our Terms of Service, the outcome (permanent blocking of the account), and troubleshooting steps to ensure account security in the future.  In addition, another ticket was submitted from this game account on August 1st with response on the same day from our ***************************.  The following was shared:
  
  If you would like to know the information specific to your account which our company holds, please be aware that there is an option available. In order to ensure that we are complying with data privacy laws, we are processing all data requests of this nature exclusively through a separate system. You may formally submit your request to know the information our company holds regarding your account by utilizing the following link (********************************************************************************************************************) and completing the form.
  
  The process outlined in this quote will allow the verified user of the account, in accordance with GDPR compliance, the right to access and receive a copy of their personal data, and other supplementary information.  As a company, we stand by our research into this situation and decision to permanently block the ability to purchase and redeem rewards from this account as a result of this confirmed violation of our Terms of Service, which are located at *********************************************, for further reference.

  Customer Answer

  Date: 08/21/2023

  This company is still choosing to besmirch my name . I did not violate there terms and agreement and what worse is that they will not show the proof of said violation. I know they are telling falsehoods because my account has been open since way before 2021 and I didn't redeem anything in 2021 because we were still dealing with the pandemic, moving because we couldn't afford our home any more, and both me and my husband were in and out of the hospital.  I have proof that I didn't do what they said and for me this is  about them claiming that I lied and not trying to fix the problem but rather stick with a decision that bears no merit whatsoever. 

  Business Response

  Date: 08/24/2023

  Our company has taken the opportunity to review the game account in question once again.  We have verified that the name and email address authenticated to this account is not the same as the name and email address of the complainant.  For this reason, we stand by our previous response in its entirety, including sharing the method for how the complainant can formally request the information our company holds regarding this account. 

  Customer Answer

  Date: 08/24/2023

  They keep failing to not tell me the name and email.  I have two names my married name and maiden name . I also have more than one email.  This could be a mix up. I strongly feel this is an error on their part.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20399992
  
  I am rejecting this response because:They keep failing to not tell me the name and email.  I have two names my married name and maiden name . I also have more than one email.  This could be a mix up. I strongly feel this is an error on their part.
  
  Sincerely,
  
  Ta *******************

  Business Response

  Date: 08/28/2023

  Our company appreciates the complainants response.  However, we are unable to share the current name and email address authenticated to the PLAYSTUDIOS game account ************* Code 6DD64R in this forum.  The complainant does have the right to access and receive a copy of personal data as held by our company and other supplementary information.  This information can only be shared with her directly following the submission and verification of a formal request via completion of the form located at this link - ********************************************************************************************************************.  This process ensures that our company is in compliance with data privacy laws.   We greatly appreciate her understanding in this matter and the sensitivity of this process. 

  Customer Answer

  Date: 08/29/2023

  I have sent the request but there is still the matter of this account. In previous messages you stated that this account was created in 2021 which I've told you I've had this account way longer than that and I have attached the proof of that. Also I have every email from this company from 2017 up to now I've never deleted them. I did not receive an email conformation in regards to a redemption on my account which I should have.  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20399992
  
  I am rejecting this response because:I have sent the request but there is still the matter of this account. In previous messages you stated that this account was created in 2021 which I've told you I've had this account way longer than that and I have attached the proof of that. Also I have every email from this company from 2017 up to now I've never deleted them. I did not receive an email conformation in regards to a redemption on my account which I should have. 
  
  Sincerely,
  
  Ta *******************

  Business Response

  Date: 08/31/2023

  We appreciate the complainants latest response and thank her for submitting her formal request to know the information held by our company regarding the requested game account.  All submissions are verified by our Privacy Team and will be followed up by them directly through the OneTrust system.  As clarification and follow up, the game account under Support Code 6DD64R, which is shared in the screenshots originally sent with this complaint, is in direct violation of our Terms of Service.  There have been multiple users with different names and email addresses who have purchased and redeemed rewards on this specific account since its creation in 2021.  In reference to the screenshot from the Settings menu supplied with this complaint, including game Support Code and User ID, please be aware that another name and email address is currently authenticated.  This is a different name and email address than was authenticated the date of the BBB submission on July 31st and neither matches the complainant.  All screenshots supplied by the complainant are from the Support Code in violation of our Terms of Service with the exception of the 2 supplied most recently on the 29th of August.  We have confirmed that email address, *********************** is attached to another game account with a different Support Code which was created in 2014, has a history of reward purchases and redemptions, and was last accessed on July 23rd of 2023.  In order to retrieve this second game account and all of the associated game progress, she will need to authenticate through the same ******** account originally used to authenticate that account, not the one used to connect to Support Code 6DD64R.  The following troubleshooting steps should allow her to access this second account:
  
  1.     Make sure PLAYSTUDIOS games (myVEGAS, my KONAMI, MGM Slots Live, POP! Slots) are not blocked on ********. She can view these settings by going to this link: *********************************************
  2.     Verify her default browser can accept cookies.
  3.     Sign out of ******** in her game app if logged in.
  4.     If she has the ******** app, sign out of that as well.
  5.     Sign out of ******** in the mobile browser on her device.
  6.     Open her game app and use the ******** icon to sign in again.
  7.     Login with the correct ******** account.
  
  If she is still unable to log in with ********, including if her account was hacked, locked, or deleted, we recommend contacting ******** directly. They can assist her in logging in with the correct credentials and recovering her account. She can reach out via their help center at ******************************.
  
  We do hope this provides additional clarification and insight and that the troubleshooting steps supplied allow her to access her second account and recover that game progress.

  Customer Answer

  Date: 08/31/2023

  I have already checked my ******** but from what you are telling me is that the other name doesn't match my maiden name,  nor my married name then for sure I must of been  hacked without my knowledge because I purposely saved up my points for trips like for example my sister's wedding earlier this month. which I couldn't use my hard earned points for and enjoy being in Vegas  because I was accused of violating the rules of conduct on my account.  I didn't violate this rule but someone did and it was not me. Is it possible to help me create a new account and still keep my hard earned points

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20399992
  
  I am rejecting this response because:I have already checked my ******** but from what you are telling me is that the other name doesn't match my maiden name,  nor my married name then for sure I must of been  hacked without my knowledge because I purposely saved up my points for trips like for example my sister's wedding earlier this month. which I couldn't use my hard earned points for and enjoy being in Vegas  because I was accused of violating the rules of conduct on my account.  I didn't violate this rule but someone did and it was not me. Is it possible to help me create a new account and still keep my hard earned points
  
  Sincerely,
  
  Ta *******************

  Business Response

  Date: 09/07/2023

  Our company has reviewed the complainants follow up responses.  The game Support Code originally supplied with this complaint is currently authenticated by a user whose name and email address does not match the complainant.  That game Support Code, 6DD64R, was created in 2021 and has had a history of multiple users purchasing and redeeming rewards.  Since this is a direct violation of our Terms of Service, that account was permanently blocked from the ability to purchase and redeem rewards.  The decision for that account will not be reversed.
  
  As shared in our last response, the email address of the complainant, *********************** is attached to another game account with a different Support Code which was created in 2014, has a history of reward purchases and redemptions, and was last accessed on August 31st of 2023, the date of her last response to this complaint. This particular account can be retrieved again as long as the complainant connects to the same ******** account originally used to authenticate that account, not the one used to connect to Support Code 6DD64R. We refer the complainant again to the following troubleshooting steps which should allow her to access this second account:
  
  1.     Make sure PLAYSTUDIOS games (myVEGAS, my KONAMI, MGM Slots Live, POP! Slots) are not blocked on ********. She can view these settings by going to this link: *********************************************
  2.     Verify her default browser can accept cookies.
  3.     Sign out of ******** in her game app if logged in.
  4.     If she has the ******** app, sign out of that as well.
  5.     Sign out of ******** in the mobile browser on her device.
  6.     Open her game app and use the ******** icon to sign in again.
  7.     Login with the correct ******** account.
  
  If the complainants ******** account was compromised at any time, we also strongly recommend following the link below to restore her account security:
  
  ********:
  ************************************
  
  If there is a possibility that someone other than the complainant had access to her device, we would also recommend increasing device security settings by instating a lock screen and password by following these instructions:
  
  Apple:
  ****************************************?
  
  Android:?
  *******************************************************
  
  To provide insight, our company is unable to create a new account for the complainant as we do not transfer game data or progress from one account to another.  We have supplied the troubleshooting steps which should allow her to access the account connected with her email address and also additional information to prevent hacking and address security concerns.  We truly hope this information has been helpful and provides resolution to this complaint.

  Customer Answer

  Date: 09/07/2023

  As said before I did not nor did I allow anyone to violate the terms of agreement to this this nor any account. If you have to close this account so be it but I would like a new account with all of my hard earned points. I refuse to be punished for something I didn't do.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20399992
  
  I am rejecting this response because:As said before I did not nor did I allow anyone to violate the terms of agreement to this this nor any account. If you have to close this account so be it but I would like a new account with all of my hard earned points. I refuse to be punished for something I didn't do.
  
  Sincerely,
  
  Ta *******************

  Business Response

  Date: 09/21/2023

  Our company has reviewed this complaint again to ensure that all attempts to resolve have been addressed.  As stated previously, the game Support Code originally supplied with this complaint via screenshot, 6DD64R, was created in 2021 and has had a verified history of multiple users purchasing and redeeming rewards. This account is also currently authenticated by a user whose name and email address does not match the complainant. Since these actions are a direct violation of our Terms of Service as outlined via the link *********************************************, that account was permanently blocked from the ability to purchase and redeem rewards and the decision for that account will not be reversed.  The complainant does have an account directly authenticated through ******** as identified by our company via the email address supplied with this complaint.  This other account was created in April of 2014 and the myVEGAS Classic app authenticated to this account was last accessed on August 31st of 2023.  This is exactly one month after this complaint was first filed.  To provide clarification, this specific account is not blocked as there is no confirmed violation of our Terms of Service on this account and all game play and Loyalty Points accrued therefore remain intact.  This other account is available for game play and reward purchasing and redemption by the complainant as long as they connect to the complainants correct ******** account used to last access on August 31st of 2023.  As stated previously, our company is unable to create a new account for the complainant as we do not transfer game data or progress from one account to another. Since this account is available for the complainant to access and all troubleshooting steps and insight into hacking prevention and account security have been provided, our company believes we have fully addressed this complaint and provided resolution in accordance with our Terms of Service.  If any further assistance is needed, we hope the complainant will reach out to our Customer Support team via the Settings menu in their game app directly for additional guidance.

  Customer Answer

  Date: 09/22/2023

  Is the Name on their just Ta, ********, ******, Jolly,  or *********? This is not Answering what I am asking.  I am saying through no fault of my own my account has apparently been hacked.  I'm asking you to fix this problem by creating a new account so I can keep my hard earned points,  because it is not fair for me to be punished for the actions of others.  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20399992
  
  I am rejecting this response because:Is the Name on their just Ta, ********, ******, Jolly,  or *********? This is not Answering what I am asking.  I am saying through no fault of my own my account has apparently been hacked.  I'm asking you to fix this problem by creating a new account so I can keep my hard earned points,  because it is not fair for me to be punished for the actions of others.  
  
  Sincerely,
  
  Ta *******************

  Business Response

  Date: 09/27/2023

  Our company appreciates the complainants remaining questions.  To ensure that we are complying with data privacy laws, all requests to know the data held by our company in reference to any account, which includes sharing the name of the authenticated user, are exclusively processed through a separate system.  This information is not released through any other form of correspondence.  If they havent already, the complainant may submit an official request to know by utilizing the following link (********************************************************************************************************************) and completing the form.   Our Privacy Team will then review the information provided, request additional information if needed, and, as long as the information provided is sufficient to verify the user and their relationship to the account, the data held by our company will be shared with the player.  As point of clarification, our company is unable to create a new account for the complainant as we do not transfer game data or progress from one account to another for any player under any circumstance.  We do stand by the troubleshooting steps we have provided to recover access to a game account and hope that is helpful moving forward, along with all insights shared into hacking prevention and account security. We hope this more fully addresses the remaining questions in this complaint and that the complainant will reach out to our Customer Support team moving forward via the Settings menu in their game app directly with any additional inquiries.

  Customer Answer

  Date: 09/28/2023

  I have long reached out to them and they were terrible at handling the situation which led to me reporting the company because I was quickly dismissed and accused of doing something I didn't do. I sent the request a long time ago. No one has responded nor even sent me a courtesy email in regards to the information request.  So far all I have received from your company is insult,  defamation of character, disregard,  and victim shaming. I'm frustrated at the facts that I've did my diligence and nothing has been fixed. There is no justice in this, I'm being saddled with the loss of my hard earned points because someone else hacked my account and violated your policy. It's not right

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20399992
  
  I am rejecting this response because:I have long reached out to them and they were terrible at handling the situation which led to me reporting the company because I was quickly dismissed and accused of doing something I didn't do. I sent the request a long time ago. No one has responded nor even sent me a courtesy email in regards to the information request.  So far all I have received from your company is insult,  defamation of character, disregard,  and victim shaming. I'm frustrated at the facts that I've did my diligence and nothing has been fixed. There is no justice in this, I'm being saddled with the loss of my hard earned points because someone else hacked my account and violated your policy. It's not right
  
  Sincerely,
  
  Ta *******************

  Business Response

  Date: 10/06/2023

  Our company has reviewed the complainants most recent response.  We have identified 6 tickets submitted to our Customer Support team between the dates of July 23rd and August 3rd of 2023.  These 6 tickets originated from POP! Slots User ID *****************, which is directly authenticated to Support Code 6DD64R.  This POP! Slots User ID was submitted in a screenshot attached to this complaint along with Support Code 6DD64R.  This is the account which we have verified multiple users purchasing and redeeming rewards in direct violation of our Terms of Service and which was blocked from such purchases accordingly.  4 of the 6 tickets submitted to our Customer Support team directly addressed the violation and provided troubleshooting steps specific to account security and hacking prevention.  There were no other identified tickets submitted to our Customer Support team from this POP! Slots User ID or from the email address of the complainant.  We refer the complainant to our Terms of Service at *********************************************, specifically the sections titled Account Information and General Rules of Conduct and Usage, for further insight specific to the account in violation and actions taken.   As we noted in previous responses to this complaint, there is a second account which is attached to the email address of the complainant,  **********************, which is not blocked for access inclusive of reward purchases, and which was last logged into via the myVEGAS Classic app on August 31st of 2023.  As long as the complainant connects their game app to the correct ******** account originally used to authenticate, they will be able to retrieve that game progress and purchase and redeem rewards in accordance with our Terms of Service.  The steps to access this second account have been shared in previous response to this complaint.  As stated previously, our company is unable to create a new account as we do not transfer game data or progress from one account to another.  We hope this addresses the additional concerns which have arisen inclusive of contact with the complainant, insight into the game account in violation of our Terms of Service, and insight into retrieval of the game account already available for access as long as properly authenticated.  Our company will be happy to address any other questions which arise or provide clarification if still needed. 

  Customer Answer

  Date: 10/09/2023

  Your answer is that your company is not going to fix the problem with my pop! Slots account. To my understanding if your account is hacked you as company will not help the victims of said hacking nor will you compensate. This is not cool and your company benefits from my misfortune. 

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20399992
  
  I am rejecting this response because: Your answer is that your company is not going to fix the problem with my pop! Slots account. To my understanding if your account is hacked you as company will not help the victims of said hacking nor will you compensate. This is not cool and your company benefits from my misfortune. 
  
  Sincerely,
  
  Ta *******************

• Initial Complaint

  Date:07/31/2023

  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.

  Per your policy and procedure, people may join your program using their email address and avoid joining through ********* However, you've not provided the instructions on how to do this. I emailed your support link ************************* on 7-21-23 and 7-25-23 but have not received any response.Please tell me how to join using my email address or any other method you may have available, excluding ********* Thank you.

  Business Response

  Date: 08/04/2023

  Our company appreciates this consumers outreach.  We are not aware of any correspondence with our Customer Support team based on the consumers name and email address.  To provide some clarification, we do not offer email support and apologize if there was any miscommunication.  If this inquiry is in reference to authenticating a PLAYSTUDIOS game account, connection to either ******** or Apple are the two sole methods available.  This authentication will preserve a players game data and progress and allow the option to begin purchasing and redeeming rewards offered in our store.  If he has any questions regarding our games and rewards or authentication as mentioned, our Customer Support team can be reached either via the Settings menu (gear icon) in his game app or via web at ********************************************* and they will be able to provide additional insight.  If this complaint is regarding a different matter, we hope he will share additional information so we can ensure we are providing correct response or direction. 

• Initial Complaint

  Date:07/19/2023

  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 am a member of MGM Rewards and use the MyVegas app through PlayStudios. I love the app and games. One of the biggest and best rewards is the ability to earn enough points to gain a complimentary night stay at any MGM property in *********. However, there is an "unwritten rule" that players cannot purchase another of these rewards until after the rolling 30-day grace ****** from booking. But the fine print is very unclear regarding this policy. It says "Rewards must be used within 90 days of purchase. Within terms and conditions: "Redemptions limited to only 3 awards from MGM ********************** regardless of type, within a rolling 30-day ******. This reward is limited to 1 per myVegas player. Only one myVegas account associated with each natural person will be valid for MyVegas rewards ..." It does further say: "Limit one complimentary room reward per player per trip." But what does that mean? Does the reward only apply to the room reward I'm booking, say for ********* or ********* or does that apply to all properties, because it doesn't say that. Rewards are individual, each one with its own level of points. Language should say "one complimentary room reward across all MGM properties" if that's what they mean. But it doesn't. Premium rewards in its own policy are defined across the site as a limit of 3. Because I am allowed 3 such rewards, shouldnt that apply here? The lack of clarity makes it tough to really know. The company may further define that somewhere, but it doesn't on the app where purchases take place and they've even included terms. ... Bottom line, I was hoping to cancel the complimentary room I have and book another at a different MGM property. But I can't cancel and rebook because MyVegas has added another diabolical twist: you can't purchase more than 1 complimentary room even if you get it canceled. Ill happily forfeit points and pay the difference to stay at another hotel. Just make this right, either by helping me or amending that language.

  Business Response

  Date: 07/28/2023

  Our company greatly appreciates this players support of our games and our **************** at MGM Resorts.  To provide some insight, Rewards offered by PLAYSTUDIOS may have different Terms and Conditions which apply dependent on the type of Reward and the specific partner.  Rewards are provided to PLAYSTUDIOS by our partners, such as MGM Resorts, who may at their discretion attach certain restrictions on their use based on their business needs.  This ensures an appropriate balance of value between our players and our partners.  The actual purchase of a Reward in-game does differ from a redemption in that the purchase is the actual securing of the Reward with Loyalty Points accrued during game play and the redemption is the booking of a reservation or use of the offer through the partner as outlined in the redemption instructions in each offer.  We apologize if there is any lack of clarity in the verbiage in our respective offers and will review and update if needed.  We do see that this player has a booked (redeemed) room reward for One Complimentary Room Night at the ********************************** on August 20th of 2023.  He also initiated a ticket with our Customer Support team on July 19th requesting cancelation of this specific reward as long as he can obtain a different room reward at another MGM Resorts property.  He has been in correspondence with our Customer Support team as recently as July 24th.  We will be able to assist with canceling the Reward and allowing him to secure a new one for another property as long as he supplies a screenshot of the cancelation of the room reservation for August 20th at ******** ********.  Our Customer Support team is awaiting receipt of that screenshot so that his request can be confirmed and fulfilled as per his desired settlement of replacement.  We look forward to hearing back from him via our Customer Support team so that we can further assist.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20345394
  

  Indeed, I have been in contact through their chat, which is the only way to get responses. Sometimes that takes more than ***** hours, which is incredibly inconvenient. Sometimes questions need to be repeated. Sometimes they don't get answered at all. It makes it difficult to know who and what to believe Other reviews and complaints certainly point to a lot of confusion.

  I am at least thankful the business responded here. 

  However, I'm not sure what to do at this point. The business claims i can get the reward canceled as a one time courtesy. But it is still very unclear what happens when I do and try to purchase a new one (if the system allows it). Will rooms at the hotel of my choice be available? If not, can I keep the current reward? Will it allow me to cancel that one too and book another hotel ... or am I *** because this was a one time courtesy? In that case, I could potentially lose the reward altogether and forfeit the complimentary stay I've earned. We are now less than a month from my stay so time is of the essence.

  One solution short of a phone call would be for the business to allow me a second complimentary room reward on my account as that one time courtesy. I would agree to cancel the first one after that is booked  so i wouldnt actually have two reward stays, just one.

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

  Business Response

  Date: 08/03/2023

  Our company appreciates this players response and apologizes for any frustration with the resolution process as the agent responding to his Customer Support ticket was off schedule for a couple of days, which resulted in some unintended delay.  On July 31st, the consumer forwarded a screenshot of the cancelation of his room reservation at the **********************************.  The cancelation of this reward was processed on August 1st and he was granted the ability to secure a new room reward at that time.  He did purchase a new room reward for the *************************, also on August 1st, but there were only suites available, and the comp could only be used for the night of the 22nd of August.  He booked a room reservation for that night but then requested cancelation of that reward when he reached back out to our Customer Support team the following day.  He supplied a screenshot of the cancelation of ************ room reservation and that reward was then canceled as well with the ability to secure a new room reward still intact.  As of August 3rd, it appears that he has purchased and redeemed a room reward for the ******** Hotel and Casino.  We have also reviewed his game account and verified that the Loyalty Points used to secure both rewards now canceled have been refunded.  We believe this should fulfill his desired settlement as he now has a room reward of his preference at the ******** which has been purchased and redeemed and the unused Loyalty Points have since been refunded.  We do greatly appreciate his feedback regarding his experience and will continue to review the verbiage in our reward offerings and update if clarity is needed.  We appreciate his support of our games and hope he will continue to reach out to our Customer Support team if he has any other game and reward related inquiries.   

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I appreciate the company stepping up here. However, because of myriad delays, I was not able to get the reward I wanted. PS says in its statement above, "he now has a room reward of his preference at the ******** ..." Not true at all. My room reward preference was ********. Then ****. Then *****. Then ************. Then *********. I only chose Park because I knew it was likely to have availability and got tired of purchasing rewards then finding out later that there was no availability anywhere. 

  I originally did book the room at ************ for the only date available, a Tuesday night. Sunday, Monday, Wednesday, Thursday and the following Sunday were not made available despite extensive availability at the hotel. What ultimately caused me to cancel, though, was that the only room made available at ******** was an accessible room. My father recent passed away in an accessible room and I just couldn't do it.

  But the capper was being given the reward back, then trying to book another comp purchase at the ***************. Only after purchasing and looking at the calendar could I see that none were available. So I had to cancel that, and try again. I looked at other options but decided, why bother. I'll just pick Park because it will have availability. But it was not my first, second, third, fourth or fifth choice. That said, I will make the best of it and review the hotel fairly, as I do all others.

  Bottom line: PlayStudios should not tout or promote rewards that they can't deliver on. "The based on availability" tagline doesn't fly when there is availability at 95% of ***** hotels on Sunday-Thursday nights (every ***** player knows this). True that comps may be limited. But then show that on the app. Show which dates that comps are available in a real-time calendar, with the tagline that room comps can change from minute to minute. This really isn't that hard developers. It would greatly improve your standing with the playing community, and your community's view of MGM. 

  Sincerely,
  
  *****

• Initial Complaint

  Date:07/19/2023

  Type:Product 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 have complained constantly and no response that the new game fired up has bugs in it keep saying back out if game want let you do anything you lose all your spots gameplay and all before you get to bonus I email tamin a she is rude and no help dose not respond to you and you have invested your money I had 486.000.000.000 did ot try to give back after I explained that the game too it all by backing you out of the game I think that is unfair and no response to help you they need to shut it down

  Business Response

  Date: 07/25/2023

  Our company appreciates this players support of the *** Slots Live game app and would like to address the concerns in this complaint.   To provide some insight, her recent activity in our games resulted in her beginning to receive the exclusive one-on-one service experience offered by our Host team effective on June 27th of this year.  She has been in contact with her Host regularly since then and regarding this specific game issue.  That correspondence has since been reviewed by our company, both via email and in our ticketing system.  Her gameplay as reflected on our servers was initially verified by her Host when reported and those outcomes were shared with her at that time.  Our company has also independently reviewed her account to determine if anything was overlooked.  The result of this independent review is as follows:  Between the dates of June 28th and July 7th, which was the time frame of the reported issue, she was a part of 210 Fired Up bonus rounds including the following: Hot **** ***** Mania, Luck of the Devil, and original Fired Up 777.  35 of those 210 went to the inbox with no abnormalities in the values awarded based on her betting level and spots earned. Nearly all of her gameplay was on WiFi and not cellular data, which ensures optimum performance of our app. There were 19 total sessions registered between June 28th and 30th, with no active gameplay since and the app only opened for brief periods since as well. While the app was repeatedly restarted every hour or so these 3 days, there was only 1 error message sent to the player, and no signs of other unusual disconnections or issues.  We do see that her Host added chip comps and credits to her game account on both July 7th (totaling 8 billion chips) and again on the 19th and 20th (totaling 14 billion chips).  We also see that her Host responded to a ticket on July 20th, receiving a 4 out of 5-Star Customer Satisfaction Score and the comment liked it was added referencing her service experience with her Host.  We do hope that the results of this review and the information also shared by her Host provide confidence that our games are functioning as intended, that no credits are being lost in error, and that her Host will ensure that she is regularly comped and credited if warranted.  We believe the credits and comps she has received from her Host as outlined in this response do satisfy her Desired Settlement.  If she has any other game and reward inquiries along the way, we hope she will continue to reach out to her Host for guidance and assistance. 

  Customer Answer

  Date: 08/08/2023

  They have taken the game down they knew the new fired up game had bugs or they would not have removed it but refuse to adjust my loss

  Business Response

  Date: 08/15/2023

  Our company does continue to appreciate this players outreach and concern in this matter.  We have confirmed directly with the developers of MGM Slots Live that the newest Fired Up 777 game, Hot Rod, was indeed temporarily removed.  However, they have also confirmed this removal was done in error and was not the result of any issues specific to the game or its intended functionality and payouts.  We are aware that this player did reach out to her Host regarding this same concern and was credited chips on August 11th to make up for any disappointment in the games removal.  Since we have confirmed that the only issue with Hot Rod was its removal in error, that the game has since been reinstated, and that no credits are outstanding to the players account because of its functionality, we believe this matter has been sufficiently researched and addressed along with the additional chips delivered on the 11th.  If she has any other game and reward related inquiries, we hope she will continue to reach out to her Host as she has previously and have confidence in her assistance and guidance.

  Customer Answer

  Date: 08/29/2023

  They never see the errors but the game was taken down for a reason for two weeks  but they will never listen to you and adjust your account 

• Initial Complaint

  Date:07/11/2023

  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.

  The business just blew it off as my fault. I did what was expected for the reward and there was an option in the email to save for later I did that and it dissappeared on me. Every time I have had a dispute they ************ off.

  Business Response

  Date: 07/14/2023

  Our company appreciates this consumer for her outreach.  Since August 1st of 2022, we are aware of 5 tickets submitted from the game account in question.  All 5 tickets received response and assistance from members of our Customer Support team, with correct information provided in each interaction and one of the interactions receiving a 5-Star Customer Satisfaction Score, which is the highest which can be submitted.  The last 2 tickets were regarding the issue in the complaint and received response on July 10th and 11th respectively.  The following is the response shared with the consumer on July 11th: 
  
  Hi *****, my team asked me to double-check your account to make sure we didn't miss anything and I can independently confirm the details shared by the last agent. You were sent 2 Magic Sticker packs via your inbox. Both were collected and opened soon after. We could not find any history of a Wild Sticker being sent within the past 2 weeks, but all Magic Stickers you've been provided have successfully been applied to your game.
  
  The Magic Sticker will fill in any missing sticker of the displayed star value but does not allow players to directly pick which one. Please note this is different than the Wild Sticker, which does allow players to select the specific sticker they want. If you already have all stickers of the displayed rarity collected, no new stickers are added. For example, if your magic sticker is 3-stars, and you have collected all 3-star stickers, no new stickers are added. We apologize for any confusion regarding these stickers and will work to improve their functionality.
  
  We do see from her follow up comments to this particular response and the 1-Star Customer Satisfaction Score submitted that she was unhappy with this outcome.  Although we certainly understand her disappointment, we do stand by the accuracy of the information shared with the consumer by our team as outlined above and can confirm that no additional credits or packs are outstanding to her account.  We do hope she will continue to support our games with confidence in the efforts of our Customer Support team to assist, provide accurate information, and credit wherever warranted.  We do also hope to hear back from her via our Customer Support team if she has any other game and reward related concerns or questions. 

• Initial Complaint

  Date:06/26/2023

  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 complained about them ROBBING me , 2 weeks later, nothing. after posting their response on here , on the support, I get a response within 8 hours . The response . I play on a cell phone . They really didn't address that they were given photos , dates and times that they ripped me off . They said , I play on a cell phone . Its my fault . Clear everything . I didn't get 1 chip of the billions they ripped me off . Here is their response. Playstudios Support ****** Avatar Image ****** 09:11 PM Hi there! I'm sorry our FAQs weren't able to assist. I'm ******, the customer service bot for POP!Slots. I'm here to direct your ticket to where it needs to go! Please select from the categories below and answer a few quick followup questions! Once that's done I'll be happy to forward your concern to an appropriate team member.09:11 PM Gameplay Avatar Image ****** 09:11 PM So you have a gameplay question? We'll be happy to help! Please provide as much information as possible in the format shown below and I'll be happy to forward this to our team. You can also tap on "Start Over" to select a different category.- A short Avatar Image ****** 03:00 PM Hi there!Thanks for reaching out to POP! Slots support. I see you are playing on a cellular network. This can cause issues such as in-game delays, freezing, and disconnects happening especially during Bonus Rounds and live events like the Win Zone.Our games have a very high degree of real-time activity to play out the rounds for all participants simultaneously. While we will continue to work on optimizing our app for poorer connections it remains very important to play on a strong WiFi connection in order to experience all of the excitement live.I can certainly understand how frustrating this can be for you. I have a few things that I think *** help, I would like for you to go into your phone settings, click on Apps, and then Click on POP! Slots, Click on Storage and then tap on "Clear Cache and Data" if you are an Android user OR if you are an Apple user then force quit all open applications then restart your device. This should help clear out any junk files in your cache and free up some memory for you.Also, make sure that you don't have data saver turned on in your phone settings. I hope that you are able to improve your connection strength and improve the performance of POP! Slots on your device.WHAT IS GOING TO BE PLAYSTUDIOS RESPONSE TO THIS COMPLAINT ??? SOME MORE LIES?

  Business Response

  Date: 07/04/2023

  Our company has researched the name and email address provided with this complaint and are unable to confirm an authenticated game account solely on this information.  However, the quote provided from the response of one of our Customer Support agents on June 23rd was located in a ticket originally submitted on June 18th from a guest account.  We do apologize as the response in this ticket did not directly address the specific issue and was therefore not applicable.  We have reviewed the gameplay of this guest account as recorded on our servers.  This review verifies a collection of ************* chips and 15 Mini Pop spins at 6:30 pm Eastern Standard Time on June 22nd of 2023.  The chip balance was successfully updated post collection and matches the time of the complaint.  However, the contents noted in the ticket are not a match as this specific prize did not include sticker packs nor was this the intention.  The player was using a WiFi connection and not cellular data at the time of the complaint, which helps achieve optimum game performance and communication with our servers, and the app was also up to date.  In addition, we completed a separate review of the last 2 weeks of gameplay on this guest account.  10% of the gameplay was on cellular data while the remainder was on WiFi.  No server errors were recorded although there were a few out of sync errors with Loyalty Point accumulation which are easily resolved by restarting the app.  All inbox chips appear to have been collected with none removed due to errors or bugs.  We do stand by the information shared here based on the content of this complaint and the recent identified Customer Support tickets, which indicate the desired settlement of receiving the correct chip award was actually fulfilled as they credited to this account per our research.  If we are not referencing the correct game account, we ask that the player contact our Customer Support team via the Settings menu in his game app to provide his POP! Slots User ID and reference this ********************** Complaint ID so we can further research and assist. 

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20229696
  
  I am rejecting this response because: I had 2 different rewards in my inbox , the one they are referring to I got . The other was 1.2 billion and purple sticker pack . Got the sticker pack , no chips.  
  
  Sincerely, 
  
  *******************************

  Business Response

  Date: 07/19/2023

  Our company greatly appreciates the clarification from this player regarding the fact that there were 2 different rewards, one of which was verified as received by him in his follow up and was confirmed in our initial response.  We have taken the opportunity to again review his game play as reflected on our servers, specifically for the date of June 22nd inclusive of the 30 minutes following receipt of the reward we initially confirmed as credited.  We have verified the collection of a purple pack during this time frame, which is the sticker pack the player mentioned.  However, there were no chips associated with or intended for this specific prize, only the sticker pack. We do apologize for any misunderstanding on our part along with any failure to clearly communicate the inclusions.  For this reason and as appreciation for his support of our games, we have manually added a 1-time bonus of 1.5 billion chips directly to his POP! Slots game app to collect the next time he logs in to play.  Based on the information we have received, this amount exceeds his desired settlement.  We again appreciate his response and support and hope he will continue to enjoy his game experience.

  Customer Answer

  Date: 07/27/2023

   
  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.   Although i have already contacted them 3 more times , dates times and  sent pictures , NO response .  I shouldnt have to beg or overload my phone with pop slot photos just to get rewards i have coming . **************** is basically obsolete when you contact them .  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/12/2023

  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 contacted support multiple times and have been blown off and ticket closed immediately before I can even respond and explain to them they are looking at the wrong issue. I was scammed out of my winnings of 1.2 billion coins TWICE!!! Also I completed the live arena challenge where I collected more than 370 rings. There was minimum guarantee prize which I never received! I also completed prize chase where the scammed me out of the last chest and only gave me the premium prize when it was supposed to be both. I have contacted them in regards to all of these with no resolution. They dont even try.

  Business Response

  Date: 06/20/2023

  Our company appreciates this players outreach and hope to provide clarification regarding this complaint.  We have reviewed our ticketing system and confirmed that 3 tickets were submitted to our Customer Support team on the dates of May 29th, June 5th, and June 9th.   All 3 tickets received response although the ticket on June 5th did not include specific details.  This includes the awarding of *********** and ************* chips along with 2 bonus sticker packs which were collected by the player from the final chests of the prize chase on June 6th as intended.  The player did state in her follow up ticket on June 9th that our previous message was referencing the wrong issue.  Our Customer Support team then responded on June 12th by confirming that she also received Golden Ring prizes of *********** chips and a Golden Outfit on June 11th.  We have also taken the opportunity to review her gameplay again as reflected on our servers to ensure there has been no oversight in our research and are confident that there are no apparent issues inclusive of missing wins.  None of her 3 tickets mentioned a 1.2 billion chip award although there was a complaint regarding a 1.5 billion award which could not be substantiated.  We do apologize if there was any confusion on our end regarding her ticket submissions which led to this complaint and hope to incorporate any learnings from this experience into our ticket handling.  As appreciation for playing our games, we have manually added a complimentary chip bonus directly to her POP! Slots game app to collect when she is able.  If she has any other game and reward related inquiries as well, we hope she will reach out to our Customer Support team again for assistance and guidance.

  Customer Answer

  Date: 06/21/2023

   
  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,
  
  *******************************