Complaints

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In January of 2023 I paid approximately $30 to Arkadium, **** so that I could enjoy what they advertised as an ad-free playing experience. My purpose was to play Mahjongg online. I like to listen to a book on one tab while playing Mahjongg on the other. A month or two after I began playing, full-screen commercials began appearing on my laptop screen suddenly and with no warning, while I was in the midst of playing a game. This continues to this day and I have reported and explained and submitted screenshots and complained repeatedly, to no avail. The support personnel at Arkadium insist that they know nothing about full-screen commercials popping up as their paid subscribers play a game, and they also insist that they have no idea what to do about it. They are dishonest and evasive because it's obvious to me that they are being paid by the advertisers (yes; there are several) whose video ads pop up on the screens of paid subscribers in the midst of games. There are other odd glitches in their system, one of which is a blank white screen that appears when a player clicks to load a new game. The player is required to go out of the game altogether and click back in. The support personnel at Arkadium are AWARE of this issue and refuse to do anything about it. I realize that I can refuse to renew my subscription in January of **** (and I will), but this is not right and Arkadium should be censured in some way for their behavior. They take people's money and lie outright about what that money is buying: an AD-FREE PLAYING EXPERIENCE.

  Customer response

  07/24/2023

  At this time, I have been contacted directly by Arkadium Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They have contacted me every time I have complained to them about this issue, and I have provided them ALL the evidence of the issue that they have requested, and then some, but NOTHING is ever done. The problem continues. They are dishonest in that they take people's money promising an ad-free experience but they do NOT deliver that. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************************

  Customer response

  08/15/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Arkadium Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

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