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:11/07/2022

  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.

  My account was hacked as well as my financial credentials and charges where made that were unauthorized and was refused a refund. I have been a loyal customer for years with expenses over $10,000 with out an issue or complaint.

  Business Response

  Date: 11/11/2022

  Our company is sorry to hear of this situation and is not aware of any correspondence from him regarding this matter.  If the ******** or Apple account used to authenticate his game account was compromised, we suggest that he use the following links to restore that security:
  
  ********:
  https://www.facebook.com/help/hacked
  
  AppleID:
  https://support.apple.com/en-us/HT204145
  
  If someone specifically had access to his device, we also recommend that he increase his device's security settings by instating a lock screen and password.  The following are links to these instructions:
  
  ?Apple:
  https://support.apple.com/en-us/HT204060?
  
  Android:?
  https://support.google.com/android/answer/9079129?hl=en
  
  In regard to his desired resolution, PLAYSTUDIOS does not process any monetary transactions as we do not have access to the billing information of our players.  All refund requests must be submitted by the consumer to their purchasing platform, and they will either approve or deny based on their policies.  Our company will not override their decision.  We do hope he will follow the security troubleshooting steps we have shared and also reach out to our Customer Support team via the link https://www.playstudios.com/support/ and clicking on Contact us if he has any other questions or requires further guidance.

• Initial Complaint

  Date:10/04/2022

  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 have been playing Playstudios myVegas games for over 8 years and throughout that time, I have acquired millions of gold rewards coins. You must login with ******** or apple ID to play this game. My ******** was hacked I'm August of 2021. I attempted for months to reclaim my account and could not. ******** is no help. Due to this, I am no longer able to login to my Platstudios account. I reached out to myVIP concierge at my Platstudios about the problem because of this, from the email address associated with my account. I was told they would not restore my gold coins. They kindly sent me a stack of stickers instead .. what a joke. I have spent thousands of dollars on this game. I cannot believe they are going to pretend they cannot recover my account! I want a refund of all money I have spent on this app since they are not able to add the gold coins to my new account.

  Business Response

  Date: 10/10/2022

  Tell us why Our company appreciates this player for her outreach and empathize with the frustration caused by the security breach to her ******** account.  She did contact our Customer Support team back on August 31st of 2021 for assistance and advisements were shared regarding compromised accounts and how security can be restored.  As a point of clarification, authentication to either the correct ******** or Apple account is the only way to preserve and retrieve a players game progress along with all accrued Loyalty Points.   For this specific reason, we are unable to transfer game progress or Loyalty Points from one account to another.  We do understand that her desired settlement is a refund.  Our company does not process monetary transactions nor do we have access to player billing information.  She will need to submit any refund request directly to her purchasing platform and they will either approve or deny in accordance with their policies.  PLAYSTUDIOS will not override the decision of the platform.  For any additional insight regarding player accounts and instances of this nature, we refer her to our Terms of Service at https://www.playstudios.com/terms/....

• Initial Complaint

  Date:09/30/2022

  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 is scamming me. It is financial fraud. There is no reason I've spent over $30,000 on purchasing chips for each purchase to result in the house taking back all of the chips that I purchased. This is not realistic. The return to player/winning percentage says I should get some of this back. Instead, I literally run out of chips in minutes on a purchase whether it's $5 $10 $20 or more spent. There is no reason the house takes all my chips back 100% of the time on every purchase. They can claim their games use random number generators until they are blue in the face, the truth is RNG, actually they run on a PRNG, are not random at all. It is an algorithm!!!!! It is designed to monitor how you spend, how you earn and what you do when playing the slots. That is why I can lose all my chips at a higher bet and then have one bet remaining at the minimum bet and it give me a huge massive win for practically nothing compared to what it should have been at what I was betting. There's so much more I could tell you but play studios is crooked and there's s**** people relentlessly. They give you practically nothing for free chips on a game that is supposed to be free. It's a joke they literally give you five spins or so at the minimum bet each day. And they require you to play five days in a row to get a bonus..Their games are not fair they are a joke. It is also huge massive numbers in between each bedding level that you can make. It would be the equivalent of a casino going from a quarter bet to a Dollar bet $25 per bet to $20 per bet $200 per bet to $500 for bet. You don't get to pick any amount you want which is not how a real slot machine is. I should get to choose any amount I want and not have such ************** to choose from with such huge amounts in between. Theyre scamming me & have ripped me off for $30,000+. They should be investigated. It's a fraudulent company and they should be ashamed of themselves. FYI, they make 3/4 million/ day s******* people!!

  Business Response

  Date: 10/12/2022

  To provide some general clarification which has been shared with this player in previous correspondence, specifically February 10th of this year, the PLAYSTUDIOS game apps are all free-to-play Social Casinos which are downloaded from the iOS and ****** Play App Stores and meet all platform policies. We are not by definition considered online gambling, chip purchasing is not a requirement, and our game apps abide by all federal and state laws in the areas where they are applicable. Our apps also utilize a random number generator based on a complex mathematical model to ensure that a random result is delivered with each spin. 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, which is the intended experience.   In reference to his desired settlement of a Refund, this player has been advised that our company does not process monetary transactions nor do we have access to his billing information.  In order to request a refund, he is welcome to contact his purchasing platform directly.  They will evaluate any request submitted but ultimate approval or denial will be based on their policies.  PLAYSTUDIOS will not override the decision of the purchasing platform.  Regarding the player's request for Repair, PLAYSTUDIOS does not believe that any game apps accessed by the player require repair and it will continue to operate its game apps using random number generators that ensure random results. Regarding the player's request for Contact by the business, due to a violation of our Terms of Service, which can be referenced at https://www.playstudios.com/terms/,including the use of vulgar and offensive language, and the submission of correspondence threatening violence at a PLAYSTUDIOS sponsored event the player was invited to attend, this players known game accounts were permanently blocked from the ability to access, play and purchase on August 10th of 2022 with notification sent via email.  He was also advised at that time that any other game accounts identified as belonging to him would be blocked.

• Initial Complaint

  Date:07/07/2022

  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.

  I am a loyal POP slots player, I play daily and spend 1000s of dollars on chip purchases on a monthly basis. I spend so much that I have been given a host and special VIP link to buy "special" chip packages. Every game seems like it's me versus 5-6 bot players that ruin all bonus wins by picking junk that either ends bonus or never benefits real life players. I am constantly experiencing glitches in the game that are blamed on my internet connection when I am playing on my home highspeed Comcast network. I have 100s of screenshots that I have sent my host Taylor of my games getting disconnected mysteriously right in the middle of my bonus rounds!! My host tries to placate me by comping me 10 billion when I have spent 18-20 billion in chips to get to my multiplier bonus. I am betting 50 million per spin and have 20-30 million multiplier bonus. I have lost billions on the piggy pop game because I spend 3-5 billion getting to bonus round where it proceeds to tell me not enough ppl qualify for the bonus round!! This is a ripoff!! I would like a one time comp of at least 25 billion to make up for a fraction of what I have lost over the past week alone! I feel like this is a fair compromise to keep me playing and spending my hard earned money on this game without feeling like I have been robbed!! This is not fair to your loyal players, you have 100s of bots on this game so how is there not enough qualifying players to get to piggy pop main bonus?? I don't get it at all, there's plenty of bots to screw up bonus rounds in Alladin and Santa. Please give me what I am owed and what I have paid for!

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/20) */ Our company thanks this player for her support of POP! Slots over the last 3 years and for being a member of our exclusive Host program since March of 2021. To provide some insight which has been previously shared with this player, our games utilize a random number generator along with a complex mathematical model to ensure that a random result is delivered with each spin and bonus round. This has been developed and tested regularly so that there is no difference regardless of the type of player participating in any given casino, 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. In addition, to also reiterate what has been shared with her previously, POP! Slots does require a strong WiFi connection with absolutely no use of cellular data and playing as close to her router as possible. This ensures optimum performance of our app including preventing disconnection at the more highly volatile and technically complex moments which may occur in our game. We have taken the opportunity to review her game play as reflected on our servers, selecting the time frame of June 30th through July 8th of 2022. We have identified that she was a part of 125 bonus rounds, with 55 of those bonus rounds having wins collected directly during gameplay, and 70 via her game inbox. This is not an uncommon amount of collection via inbox for highly active players. She also had 30 bonus rounds in Aladdin, 10 in Cleopatra's Palace, and 4 in Puss & Loots, with approximately half of those winnings sent to the inbox. These payouts were not identified as abnormal but these specific games do require a strong connection as mentioned earlier. There were 16 failed spin connection errors specifically on July 6th and 7th, but they did not occur during bonus rounds. During that time frame, cellular data was used as opposed to WiFi 20% of the time. We are unable to detect any other reason for an above average number of disconnects, especially since she plays on a newer device as well. We do see that this player has been comped regularly by her Host, to the maximum amount available for her account, as appreciation for her ongoing support and to also help make up for disappointment when game play has been less than fulfilling in terms of outcome and experience. We also are aware of this player's request for either a refund or at least 25 billion chips as her desired resolution. As continued appreciation for her support and for this feedback regarding her experience with our games, we have checked her account and are able to add the amount of requested chips as a one-time comp. These chips have been manually added to her account and are available for her to collect from her game today. We consider her feedback very important to us as this does help us take a closer look and identify any potential issues along the way. If she has any other game and reward related inquiries, we strongly encourage her to continue reaching out to her Host, who will be more than happy to continue providing guidance and assistance.

• Initial Complaint

  Date:06/05/2022

  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.

  I've spent nearly $30k in the last 2 years on this game. Most of the time, things are fine. I've been a part of the host program since it's inception. I never thought the incentives for the host were worth anything. There are never things better or even at all to buy on the site. I did appreciate the new bigger chip packages. The problems I have are the in game bonus winnings not appearing more and more often in the balance and the 'host' not caring that the game steals. It's never the game players fault that the earned chips aren't awarded. I've recently started a chargeback process on over $3k worth of purchases. I recently was never awarded a 170 billion chip pot, a 385 billion chip pot and today a 9.8 billion dollar chip pot. The bigger pots were earned after I bought over $600 each purchase on the hosted site that was roughly 72 billion in chips to play. This was in the last month and over two months several thousand. After each big pot win, they weren't awarded and Michelle b*******, the host always said she didn't know what to say and she'd pass it on. That means nothing happens. I'd like my money back being I'm Tired of having them steal from me. I don't care that they even don't offer host appropriate awards but I do mind being stollen from for the last time. Michelle b******* is an ex la county cop, allegedly so that explains a lot of the decisive thievery going on and it's just not ok. Return my credit card sales over the last 75 days

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 5, 2022/06/16) */ Our company has taken the opportunity to review this complaint. The player specifically mentions 3 bonus winnings she failed to receive. We do not have a record of her reporting the ones for 170 billion or 385 billion chips either to her former host or our Customer Support team. However, we have taken the opportunity to review her game play as reflected on our servers. Between the dates of May 14th and June 14th of 2022, there are no recorded wins of those amounts, with the largest winning during that time frame confirmed on May 20th for the amount of 142,668,781,250 chips. In regard to the 9.8 billion chip win mentioned, she submitted a ticket to our Customer Support team on June 5th reporting it did not show up in her balance. She was advised by them on the same date that she did receive her chip award. However, it was not for 9.8 billion chips but 9,868,500 chips. This amount was collected from the player's inbox and added to her total, based on the 45,900 bonus credits she had and the 215 multiplier she received. We have since reconfirmed this information is accurate. The player's desired resolution is a refund of purchases made over the 75 days prior to this complaint. To provide clarification, our company does not process monetary transactions and does not have access to the player's billing information. If she would like to request a refund, she will need to reach out to her purchasing platform directly. They will either approve or deny the request based on their policies and our company will not override their decision. As a company, we do stand by the findings of our research in the instances where specifics were shared and are unable to identify any issues where there were abnormalities in her game play outside of regular wins, losses and collections. We do see that this player has continued to purchase since initiating this complaint, specifically on the dates of June 5th, 6th, 8th, 12th and 15th. Since she no longer has access to the services of a host and is continuing to play our games, our Customer Support team will be more than happy to continue to assist with any of her game and reward inquiries should they arise, including verifying chip credits. We do greatly appreciate the feedback of our players and hope that she will have confidence in the functionality of our games and the service we provide moving forward.

• Initial Complaint

  Date:05/26/2022

  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.

  Spent over a thousand dollars on the game over the past few months,then they didn't inform me that I had been taken off there "VIP"program,I would like a refund of all the money I have spent since not being on the vip program.

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 5, 2022/06/07) */ Our company appreciates this player for her support of our games through the years and for her outreach. As a point of clarification, she was notified by her former host on February 1st of this year via email that her access to our myVIP website had been deactivated due to excessive chargeback requests. These chargeback requests also resulted in her removal from the Host program as she no longer met the very specific criteria necessary to maintain that exclusive one-on-one service experience. If this player would like to request refunds for purchases made since that date, she will need to contact her purchasing platform directly to place a request. Her platform will have processed those transactions and has sole access to the applicable billing information. They will be able to either approve or deny her request based on their policies and our company will not override their decision. If she instead decides to continue playing our games and has any other game and reward inquiries, we request that she reach out to our Customer Support team via the Settings menu in her game app and they will be happy to provide assistance moving forward.