Complaints

This profile includes complaints for Big Fish Games, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Fish Games, Inc.

  906 Alaskan Way Ste 700 Seattle, WA 98104-1010

  
• 

  Big Fish Games, Inc.

  1999 Harrison St Ste 2300 Oakland, CA 94612-4731

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:07/26/2023

  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.

  Paid ***** cad on July 10,2023 for Roads of Rome online game.I contacted Big Fish by filing a Ticket via their website/customer support on July 11 because in the game Episode 2-Level 2 & 3 the game has broken game dynamics & is not playable except on 'Relaxed'.It is supposed to play on Relaxed,easy,moderate & hard. It has been over 2 weeks since I I filed a support ticket w/Big ******** have not even gotten an acknowledgement from them.I tried contacting them also thru their ******** page & no response.I have been a customer of BF for over 15 years & never had this problem before w/ customer service.

  

  Business Response

  Date: 08/04/2023

  We understand that  Mr./Ms. **********; has contacted the BBB in regards to Game play issue. We are happy to assist them with resolving this issue as quickly as possible.
  
  Mr./**************,  
  
  I would like to firstly apologize for the inconvenience that you have not been able to play the game successfully. I have refunded you for this game, please feel free to purchase another game. 
  
  We are always happy to help a customer directly.  Mr./************** , 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 solve this issue and ensure it does not occur again.  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./Ms. **********;s concerns with the glitch on their recently purchased game. 
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/23/2023

  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.

  Since 2008, I've bought more than 500 games from BFG. All games require the installation of BFG's Game Manager (**). Currently, I'm unable to play most games for one or more of the following reasons:(1) The ** will not activate games I've bought, but quits games after an hour's "demo".(2) The ** window blocks the game I'm trying to play; it cannot be minimized into the background. If I quit the **, the game also quits.Things I have done:(1) Contacted customer service and had lengthy email threads with a useless 'bot.(2) Uninstalled and reinstalled the ** and all its files.(3) Uninstalled and reinstalled problematic games.(4) Downloaded from the website AND through the **.(5) Found and installed older versions of the **.(6) Rebooted my computer and repeated all the above...ad nauseum.None of these solutions offered by BFG has worked. I've spent thousands of dollars on these games and would like to be able to use the products I've bought. Also, this is a recent issue and I have previously played these games on this computer in this configuration, so they are compatible with my system.My system specs: Mac OS 10.12.6 (2.8 GHz ***** Core i5, 8 GB RAM)Requested solutions:(1) Fix the ** so I can use the products I paid for.(2) Figure out a way I can play without the **, which has always been a badly coded nightmare.Thank you.

  

  Business Response

  Date: 07/31/2023

  We understand that ****************** has contacted the BBB in regards to the Game Manager issue. We are happy to assist them with resolving this issue as quickly as possible.
  
  ******************,  
  

  I understand that you are experiencing issues with activating or getting your games to play using the Game Manager. I am truly sorry for this inconvenience, it is certainly not the level of service we aim to provide our customers. I have raised this issue with the relevant team on our end, and they are currently looking into it. 
  
  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 get your games working again with the relevant team. 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 the Game Manager issue. 
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/15/2023

  Type:Product 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 can't log into my account. Bigfish has ignored repeated emails requesting help. I have dozens of games, representing hundreds of dollars, that I can't access.

  

  Business Response

  Date: 07/18/2023

   

  We understand that  Ms. ************;has contacted the BBB in regards to the account reset. We are happy to assist them, with resolving this issue as quickly as possible.

  ******************,  
  
  I understand that you are not able to access your account due to the system not being able to recognize your email/password, I do apologize for this inconvenience, and I will ensure this is resolved. I have sent you an email to reset your password. 
  
  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 getting your account restored. 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 reset issue. 
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, while it's ridiculous that Big Fish took so long to fix a very simple issue, I'm willing to accept this resolution. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  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.

  While playing Reels on Big Fishs app , The game froze ! Reels cost almost 7 million dollars for 100 spins. They claim I recieved 78 spins , which I disagree with. As a result of the game freezing , I didnt score , or win any prizes or points . I didnt get my full 100 spins . I reached out to them , and they said it was a technical issue, on my part ! With no proof , Which is not true ! There system freezes up all the time when it comes to paying you ! It happens all the time ,especially when its time for them to pay you . It happens on the daily spins, chest payouts, ext. and I didnt get the 100 spins , which meant I didnt place to win any prizes ! There crooks , and this needs to be investigated.

  

  Business Response

  Date: 07/12/2023

  We understand that ******************** has contacted the BBB in regard to the issue with spins in Reel Rivals. We are happy to assist her with resolving this issue as quickly as possible.
  
  ********************,
  
  According to our logs, you utilized 76 spins during the Big Hit Baseball Reel Rival tournament and left the table. Its understandable that some technical issues may take place on both ends, thus, as a one-time courtesy we added back the buy-in amount to your in-game balance. However, if you encounter the same issue again, please make sure to follow the troubleshooting steps as advised in your existing ticket. This will help you to eliminate the possibility of such cases and enjoy your gameplay.
  
  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 address your queries regarding the Reel Rivals.  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 the spins in Reel Rivals.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20299744
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/09/2023

  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 have been buying games sense ***************************** more I cannot download previously purchased games and many times I have contacted them to resolve, and nothing has worked. The response time is either very slow or nonexistent.

  

  Business Response

  Date: 07/11/2023

  We understand that  ******************** has contacted the BBB in regards to the issue with their games. We are happy to assist him with resolving this issue as quickly as possible.
  
  ********************,
  
  As I can see from the system details, you contacted us on May 01, 2022, last time. Would you be so kind as to provide us with additional information about your issue?
  
  What email address have you registered the account with?
  Do you have any kind of error message when trying to download previously purchased games?
  Would you be so kind as to provide us with a screenshot of how does that look like on your device?
  
  Having this information we will be able to investigate your case properly and take necessary actions.
  
  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 to rectify your issues in a timely manner. 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 his problem.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:07/02/2023

  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.

  The complaint is against Southside ******* ********** Category: Video Game, Page Id: ***************. I and my husband have been playing on their platforms for approx 2 months. We've encountered trouble getting our winnings in a timely manner. According to their page advertising they cashout 24/7 and immediately. This isn't so. My husband currently has money won in the game and the ridiculing tell him "we will cash you out, in the morning". This happened to me and they never redeemed my winnings. I was forced to utilize my winnings by asking them to just load my husband's and my accounts, until winnings were gone(this was the only choice given) Now Southside Gaming is doing the same with my husband. I'm not sure how many customers they are forcing to deposit their winnings back into their games but this needs to stop. Please help

  

  Business Response

  Date: 07/05/2023

  We understand that  ************** has contacted the BBB in regards to issue with Southside Gaming product. We are happy to assist her with resolving this issue as quickly as possible.
  
  Thank you for reaching out to us with your concerns regarding Southside Gaming. However, we would like to clarify that our company does not own or operate Southside Gaming. We are a separate entity and have no affiliation with them.
  
  To address your issue and seek resolution, we recommend contacting Southside Gaming's customer support directly. They should be able to assist you with any problems you've encountered.

• Initial Complaint

  Date:07/01/2023

  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 did an online fish game depositing $15.00 in return I was to get $45.00 agreed upon by both myself and *********************. He renigged on our deal and refuses to refund my $15.00., he states it can not be returned.?

  

  Business Response

  Date: 07/05/2023

  We understand that  ************** has contacted the BBB in regards to issue with the online game. We are happy to assist him with resolving this issue as quickly as possible.
  
  Thank you for reaching out to us with your concerns regarding game depositing issue. However, we would like to clarify that our company does not own the game that ************** is referring to. We are a separate entity and have no affiliation with that company.
  
  To address your issue and seek resolution, we recommend contacting that company's customer support directly. They should be able to assist you with any problems you've encountered.

• Initial Complaint

  Date:07/01/2023

  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.

  Big fish casino ripped me off for 562 million chips, the game disconnected and didn't pay out. They said they see no such thing on their logs. I wasn't dreaming this happened. I won't spend anymore money on this site. Very much a rip off. Been playing this game for years

  

  Business Response

  Date: 07/07/2023

  We understand that **************** has contacted the BBB in regard to the payout issue in Lucky Gorilla Primate Parents VIP Slot. We are happy to assist her with resolving this issue as quickly as possible.
   
  ****************,
   
  We are sorry for the inconvenience you experienced during your gameplay. Let us clarify that you need to have stable Internet connection in order to play our games. If there are some intermittent issues with connections, your screen might froze when the spin is not finished. Considering this fact, you might see the result of uncompleted spin with amount of *********** virtual coins (or *********** virtual coins as you specified earlier) but this is not the finalized amount of your win. 
  
  In case you need steps on how to improve your Internet connection, please let us know. Also, if you encounter the same issue again, any screenshots with winning amounts would be appreciated in order for us to assist you efficiently.
   
  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 clarify the issue with payouts. 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 the payout issue.
   
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/20/2023

  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 been a member of Big Fish Games for over 15 years. In that time, I have purchased 100's of games for lots of money. I had to transfer my old computer to a new one and lost all the activated games on the Game Manager. I can't get into my account and cannot reach a LIVE person for help. Now the website will not let me "buy" a new account. Glad they are making money while I have lost Money.

  

  Business Response

  Date: 06/23/2023

  We understand that  ************************ has contacted the BBB in regard to the issue with her account. We are happy to assist her with resolving this issue as quickly as possible.
  
  ************************, 
  
  Thanks for getting in touch with us and sharing details about your issue. We do understand that you have a new device now and lost access to your account and all purchased games. Would you be so kind as to provide us with the email address that is linked to your account, so we can process the password reset for you?
  
  Once we are done with your account access reinstatement, I will gladly provide you with steps on how to download your purchased games.
  
  
  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 in order to resolve your issue in a timely manner. 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 issue.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:06/16/2023

  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.

  To whom it may concern - in lieu of this companies non-existent support and lack of response, Big Fish Games has forced me to contact the BBB. I have supported this game titled BigFish Casino for 10+ years now. When the gameplay was fair for REAL monies spent for FAKE CHIPS, I had advertised the application to many friends, family, and always remained a loyal customer. I have spent thousands of dollars to play this game now due to their unethical business practices, ie: complete change to lower winning percentages, too may pop please buy on game windows, and biased treatment towards specific players that win constantly while the rest of us suffer for it. This is NOT A Free Game, yet the lack of support is evident as they do not care about paying customers any longer. Their policy is that they will respond within 24 Hours, but it has takes a week to a month, or never at all to receive a response from this support team. They clearly ignore my questions, is***s, and many complaints about the beyond rigged gameplay. When they do actually reply, they are sending copied and pasted responses that have 0 to do with my communications to them. Again, when I email them, its gotten beyond frustrating because they do not address my questions, my requests and my is***s. I have evidence that only specific players have received boosts, free spins, and compensation for the blatant stealing. The game has become so poorly run that folks are starting to privately *** this company. I only see that number growing in the near future. Resolution: Provide the type of support that a T14 player deserves. STOP over rigging the game to force buying all to lose in minutes. Compensate me for the biased treatment towards specific players as its quite evident *** unfair. Finally, allow the gameplay to provide better value for the prices you are charging just to play the game! I am not, CURRENTLY, joining some of my fellow players in the suits they have/will file against this company.

  

  Business Response

  Date: 06/26/2023

  We understand that  ********************** has contacted the BBB in regards to the chances of winning. We are happy to assist them with resolving this issue as quickly as possible.
  
  **********************, 
  
  We bring our sincere apologies for the delay in replying back to you as Customer Support has recently experienced and increased volume of requests than usual and we are working hard to catch up on those.
  
  I understand your frustration with our payouts. However, our social casino games are games of chance. While it can be frustrating to not win, it is just a matter of luck. Fortunately, luck changes, and your big win could be just around the corner! 
  
  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 issues or concerns.  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 our games.
  
  Contact Customer Support
  ***********************************************************************************************