ComplaintsforBig Fish Games, Inc.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My account was banned in Big Fish Casino. I have spent thousands of dollars on the app and they ban me. No reason as to why. I'm fine with the ban but I demand a refund for all of my money I had invested into the game. I could list all of the conspiracies with bf, such as win percentage, although they were ordered by a judge that it had to be a certain percentage, the non stop zeros, the list goes on.

  

  Business response

  09/25/2024

  We understand that Ms. ***** has contacted the BBB in regards to the account ban. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *****,  
  
  Please note that we have blocked the account associated with this message from playing (Big Fish Casino/Jackpot Magic Slots) due to responsible gameplay policies. You may find out more by following the link below:
  
  **************************************************************************
  
  Because this block is irreversible due to the nature of the concerns you raised, we are unable to lift the block and have put technical measures in place to prevent future access by the account holder until the chosen blocked period has elapsed. If you did not choose a specific time the account will remain blocked for a minimum of 1 calendar year. We appreciate your understanding in this matter.
  
  We are always happy to help a customer directly.  Ms. *****, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. Sittes concerns with the account ban.
  
  Contact Customer Support
  ***********************************************************************************************
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The virtual casinos has a particular slot that banks your chips as you spin. It is called Buffalo Frenzy VIP. It will fill 3 meters as you spin & store a portion of your chips depending on your bet. Any given spin can trigger payout of each meter any pay out your banked chips to you. I was in the game spinning on high bets including 1billion, 500million and 250million. All three meters has stored progress (gold meter at 30%, silver meter at 80% and bronze meter at 25%) I exited the game as it is to save all progress but when I came back, my stored banked chips were gone. I immediately wrote in to the customer service, explaining the situation. Apparently many have complained and lost their chips as well including a friend. She wrote in with a similar situation and was awarded 100billion chips for her loss bank. I was awarded 1 billion but I told them there was at least 180billion chips banked in the game. They have gone bank and forth with me, they had one representative tell me they compensate everyone equally, so I asked to be awarded the correct compensation amount of 100billion chips even though I lost more. They said no. I asked them to fix the game, they have ignored. I sent them screenshots of the slot with all progress reset, they apologize but nothing further has been done. There is another slot with the same issue, I also sent multiple screenshots showing them my progress and then its gone. I pay money for chips to play and bank them and they disappear with no customer service to help. Many have experienced the same. The company is not fixing the glitches or compensation fairly. I have attached a photo of my 3 meters all reset to zero which they acknowledge and apologize and a picture of my friend complaining about the same issue and being awarded 100billion chips for the inconvenience and incompetence of the slot. I will accept the same payout even though I had more chips banked than that.

  

  Business response

  09/09/2024

  Thank you for contacting us. Please note this has reached Product Madness, looking a the screenshot you are having issues with games that are managed by Big Fish. You can contact them using this online form - *********************************************************************;

  Customer response

  09/09/2024

   
  Complaint: 22233459
  
  I am rejecting this response because:
  They have not provided the correct compensation for my loss of chips nor can they restore my progress. They have compensated others fairly but I was not compensated correctly. I pay for chips to play and they took them. I have to pay for more to play now and that is not right. I have also asked them to remove the game to fix it before allowing others to get ripped off as well, same as I did and they refuse to do so. They are ok with taking our chips away. They apologize but do not compensate fairly. Its bad business practices. They know nothing will be done so they keep doing it. Not ok. Unacceptable for a business to treat paying customers this way. Beware of Buffal frenzy, Atlantis- both games robbing progress. Not satisfied with the companys response. 
  Sincerely,
  
  *******************

  

  Business response

  09/13/2024

  Thank you for contacting us.Please note this has reached Product Madness, looking at the screenshot you are having issues with games that are managed by Big Fish. You can contact them direectly using this online form - *********************************************************************;

  Customer response

  09/13/2024

   
  Complaint: 22233459
  
  I am rejecting this response because:
  They have not done anything further to correct their problem or fairly compensate me and they refuse to talk about it and have close my ticket telling me they will not entertain further communication over their technical issues that disrupted my game play and removed hundreds of billions of chips that ultimately I paid for to play in the first place. Game is not free. I would like my chips back. 
  Sincerely,
  
  *******************

  

  Business response

  09/18/2024

  We understand that ************ has contacted the BBB in regards to runs reset in ******* Frenzy VIP slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************, 
  
  We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services. Our developers are doing their best to analyze the root cause of the issue and implement all possible measures to avoid it from happening in the future. We apologize for any inconvenience this may have caused you and want to express our gratitude for your continued support.
  
  To show our appreciation and make up for the inconvenience caused, we have credited your account with 20B virtual coins and 100 free spins for Buffalo Frenzy VIP slot that can be used to enhance your gameplay experience.
  
  We are always happy to help a customer directly. ************, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ************** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 2 games CE's and I want a refund as this game is not even offered anymore on the site.I have contacted customer service many many times and they are ghosting me.

  

  Business response

  09/10/2024

  We understand that  ******************* has contacted the BBB in regards to a refund request for two pruchased games that are no longer available on site. We are happy to assist her with resolving this issue as quickly as possible.
   
  
  *******************,  
   
  
  I'm aware that you may be worried about facing problems with two games that you bought but are no longer available on our website. I apologize for taking longer to get back to you, and I want to assure you that I am dedicated to resolving this issue for you. To assist you better, it would be very helpful if you could provide a detailed description of the problems you are encountering with the games. Also, if you are getting any error codes, please share them with me along with the titles of the games and the order number from your purchases.
  
  We are always happy to help a customer directly.  ******************* you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
   
  
  I have also emailed you directly through our Customer Support email system.   If you reply through that message or the link below we can quickly work together to delve deeper into the issue at hand in order to achieve mutual understanding for the best possible resolution.  This will be the quickest way we can resolve this for you.   You can also reply with the info through this BBB contact.  
  
   
  
  We hope that we have resolved *********************** concerns with a refund request for games that are no longer available on the website.
  
   
  
  Contact Customer Support
  
  ***********************************************************************************************

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 21, 2024, at 4:43am Central time, I won a jackpot on one of their slots. I have a screenshot of the winning but the machine did not pay out. Upon contacting Big Fish, they keep telling me I only got 3 of the required 5 spots, which is not true.The screenshot shows I won $363,120,000. You can't win that amount without hitting the 5 spots. It's just not possible.They keep telling me I didn't win but will not explain. The machine did not pay out. Their classic games always malfunction. Everyone complains.I want my winnings of $363,120,000 and the jackpot I should've received for $860,866,451. Now they refuse to respond further. I spend a lot of money. I'm not asking for a refund. I just want my entitled winnings. I'm really angry that their customer support blew me off like I didn't matter even when I asked them to show me where I didn't win. Very unprofessional.

  

  Business response

  09/03/2024

  We understand that ************** has contacted the BBB in regards to payouts in Sherlock Mysteries virtual slot. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  Please be informed that in order to trigger jackpot in Sherlock Mysteries virtual slot, it is needed to hit five Sherlock symbols while betting max. According to your screenshot, you hit only three Sherlock symbols, therefore the jackpot was not triggered. One thing to keep in mind is that if you don't see an amount won in the win box above the slots or a highlight of the line, this would not be a valid win.
  
  As for the winning of *********** virtual chips, while we haven't verified this specific incident, we definitely appreciate you as a customer and have added this amount to your account right away for any inconvenience this time. This takes your total from *********** to *********** virtual chips.
  
  We are always happy to help a customer directly. **************, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Ms. ****** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jackpot magic slots stole my coins from me and gave me 1 billion as a "compensation". I had 20b alone in party wave that they cleared, another at least 40 to 50b in midnight midway that they cleared, another sugar dash round almost completed with high bets that they cleared and also 2 buffalo frenzy lines that they reset that were almost done. I've written them over and over and they think giving me 1 billion coins is okay when they owe me an easy 100 billion. I even told them I'd settle with 50 billion just to be done with it.. but nooo they want to give me 1billion and call it even. I had two other friends who lost their coins and progress on games as well and they gave them theirs back within 2 days of emailing them with no questions asked. I wrote in before they did and it took 2 weeks!!!! 2 weeks to get a compensation of 1 billion instead of what they owe me. Please help me make them make it right!

  

  Business response

  09/03/2024

  We understand that ************** has contacted the BBB in regards to progress reset in virtual slots. We are happy to assist her with resolving this issue as quickly as possible.
  
  **************, 
  
  We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services. Our developers are doing their best to analyze the root cause of the issue and implement all possible measures to avoid it from happening in the future. We apologize for any inconvenience this may have caused you and want to express our gratitude for your continued support.
  
  To show our appreciation and make up for the inconvenience caused, we have credited your account with 50B virtual complimentary coins that can be used to enhance your gameplay experience.
  
  We are always happy to help a customer directly. **************, you are always welcome to contact Big Fish Games for any account, ********************** app or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Ms. ****** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *** played for quite awhile on this online game, spent a lot of money and received redemptions just fine through ****** from this company. Had great experiences I won over $17k on August 7. I requested redemptions totally $12,500. They wont respond or forward them to my ****** account as they did previously. They will not answer emails or support online. I have been a good customer continually spending money on their site playing daily. I need the money that I legitimately won to be deposited as agreed.

  

  Business response

  09/05/2024

  We understand that  ************ has contacted the BBB in regards to not receiving her winnings from 17-Aug-2024. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************, 
  
  I'm sorry but Big Fish Games does not offer any real money casino games that involve deposits and cashouts, and we highly recommend contacting the customer support team directly from the game you were playing to get the necessary assistance.
  
  We are always happy to help a customer directly.  ***********, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to resolve your complaint.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved ************** concerns with not receiving her winnings.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent tons of money on this app. All of a sudden this awful app now constantly resets my gaming progress. What is the point in spending and trying to build my account if each day the app constantly resets the progress that was built? Then this app is constantly trying to get you to buy non stop. Im sick and tired of spending and losing all of my progress. I want my progress back. I want more coins added to my account. I have placed tickets to the app and showed them proof of the progress and the same song and dance its under review. I spin anywhere from 125 mil to 250 mil. It happened on both buffalo frenzy game. If I finished my progress I would have banked billions in coins on my account. But noooooo this app just wants us to keep spending our hard earned money and do nothing about it. Make this right for once. Im a tier 16 because Im a huge spender. But I will not spend another dollar on this app until they make it right.

  

  Business response

  09/12/2024

  We understand that ******************** has contacted the BBB in regards to progress reset in virtual slot. We are happy to assist her with resolving this issue as quickly as possible.

  ********************,  
  
  We work hard to maintain the high quality of our game service, however, we hope that you understand that technical issues are still possible with any online services. Our developers are doing their best to analyze the root cause of the issue and implement all possible measures to avoid it from happening in the future. We apologize for any inconvenience this may have caused you and want to express our gratitude for your continued support.

  To show our appreciation and make up for the inconvenience caused, we credited your account with 2B virtual coins on 2024-08-28 13:22:01 PST that can be used to enhance your gameplay experience. This took your total from ******* to 2,000,******* chips.
  
  We are always happy to help a customer directly. ********************, you are always welcome to contact Big Fish Games for any account, ********************** app or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. Werlemans concerns.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  can not use the system have written 9 times

  

  Business response

  08/28/2024

  We understand that  **************** has contacted the BBB in regards to his alleged inability to use our system due to an error on our part. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************, 
  
  Thank you for contacting Big Fish Games! You are speaking to *******, one of the trusted advisors on site. I will be assisting you today. I appreciate you writing in for assistance with this issue, I am more than happy to assist you!
  
  I am aware that you have written in to Big Fish Games on numerous occassions now, you've spoken to some of our customer service agents, and admittedly, you haven't received the best responses to your queries, I apologize for this. I can already gather from looking at those interactions, that you have a few unanswered questions, like whether or not you would be able to play your games should you cancel your ********* subscription? Yes, you would.
  
  Your second concern is about our system, which I believe is in reference to our Game Manager app, I'd like for us to follow a few troubleshooting steps to get this working. If you may, please respond to this email.
  
  We are always happy to help a customer directly.  ****************, you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to get your Big Fish Game manager system functioning properly so that you're able to enjoy the games you do have. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
  
  We hope that we have resolved Mr. ******* concerns with what we believe to be their Big Fish Game manager not performing. 
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/6/24 at around 6 pm I emailed for help from the company. I had ***** game points that were to expire on that day. I went on the site to use them after work. There were no points on there. I had assumed they would expire at midnight. I asked if they could extend the points until midnight or the next day. I received a response at 6:10 pm. I was told that they are unable to extend the points as they are set to expire at a certain time. I emailed back at 7:05 asking where I can find the time on the site as I was only able to find the date. At 7:30 I messaged telling her that I have been sick and I have to work in the morning, I am going to bed. I could not sleep and at 9:04, I sent the same question about the time. Both times I asked for the time of expiration there was no response. Unfortunately, I fell asleep and at 10:23 I received a response stating that my points are about to expire and I was to manage them within the specified time frame. The next day I did message again stating I knew they were expiring, why would I ask for an extension until midnight if the points were on my account? I had asked to talk to someone else, which was never acknowledged. I sent a new message so I could talk with someone else and she answered again. Again I asked to talk with someone else, which was never acknowledged. I was advised that if I messaged again about the problem again, no one will reply to me. I have the emails if they are needed.

  

  Business response

  08/18/2024

  We understand that  Ms. ****** has contacted the BBB in regards to the expiration of membership points from her Big Fish Games account. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *******
  
  My name is **** from Big Fish Games. Big Fish Points will expire after 2 years and all players have been given plenty of time to redeem the points. You will be able to review those expiration dates from the Big Fish Points page. To make your Points easier to manage, each time you choose to redeem Big Fish Points, our system will automatically use those Points with the nearest expiration date.
  
  Check out our Big Fish Points Terms of Use here. When it comes to the time the points expire, it will be at the start of the day (0:00) but it can be later within the day.
  
  We are always happy to help a customer directly.  Ms ******* you are always welcome to contact Big Fish Games for any account, ********************** app,  or game-related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system.  If you reply through that message or the link below we can quickly work together to clarify the terms of use and regulations when it comes to the use and expiration of Big Fish Points.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact. 
  
  We hope that we have resolved Ms. ******* concerns with her expired Big Fish Points.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer response

  08/24/2024

   
  Complaint: 22158365
  
  I am rejecting this response because: I did not get an email from ****, as he said he sent one, and I do not understand his comment about the points ending time. They end at the beginning of the day or the end? ****** had told me at around 10 pm that night that they were about to expire. I had tried to use them but it showed I had no points. I was in bed then and could not respond. I had emailed her twice about what time they expire and received no response both times.
  
  Sincerely,
  
  Eve-**** ******

  

  Business response

  09/24/2024

  We understand that Ms ****** has contacted the BBB in regards to the issue pertaining to the expiration of her Big Fish points. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *******
  
  Thank you for contacting Big Fish Games! You are speaking to ******** one of the trusted agents on site. I will be assisting you today. I appreciate you writing in for assistance with this issue, I am more than happy to assist you!
  
  I would like to sincerely apologize for the manner in which the issue was handled, I concede that this wasn't addressed in the most timely and constructive way. It is our understanding that when our Big Fish points expire at the exact time stamp, 2 years after the day of purchase. For example, if you aqcuire points on September 23rd, 2022, at 07:08 AM, your points ought to expire at the exact time (07:08 AM) on September 23rd, 2024.
  
  I would love for us to have a way forward and to also show my appreciation for the support you have shown us, also considering the level of assistance you may have received leading up to our interaction. I have credited your Big Fish Games account with ****** Big Fish Points. Please note tahat this is a courtesy credit and these points will not expire.
  
  Thank you again for trusting us and for showing support. I look forward to your response. Have yourself a lovely day.???
  
  We are always happy to help a customer directly. Ms ******* you are always welcome to contact Big Fish Games for any account, ********************** app,  or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find an alternate way forward, if need be. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.
  
  We hope that we have resolved Ms ******** concerns with the matter pertaining to the expiration of their Big Fish Points.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 11 I was playing a slot around 12:15-12:30 and the game froze and I lost the pot I had 6bill and 3 bill. I wrote in and the company said I was inactive. That is completely not true. I went to the store to purchase and the game froze. They been having problems like this.

  

  Business response

  09/06/2024

  We understand that **************** has contacted the BBB in regards to game freezing. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************,
  
  As I have checked, you contacted us regarding this matter on 2024-08-11 and were compensated with 10B virtual coins on 2024-08-12 07:34:01 PST, what took your total from ********** to 10,0********** virtual chips. 
  
  We are always happy to help a customer directly. ****************, you are always welcome to contact Big Fish Games for any account, ********************** app or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to find a solution. This will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact.  
  
  We hope that we have resolved Ms. Dewitts concerns.

  Contact Customer Support

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

*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. ↩