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.

close

Find a Location

Big Fish Games, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/23/2023

  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.

  When asked to be specific about how tiers are determined the company will not be specific or say it is by how much a player spends it may not be but how would anyone know how to achieve a higher tier that gets the player better daily bonuses I have been at the same tier for over 5 years and when I ask how do I move up they say there algorithms when I ask what are they they refuse to be specific same exact answer when asked how daily boosts are determined see screen shots. This past Saturday they had an issue with software they said and many players including me had coins and free spins dissappear and after repeated requests to return them they are ignoring the request cost real money to buy their fake coins so spins and coins can be won or earned They should no be allowed to get away with this

  

  Business Response

  Date: 05/30/2023

  We understand that  **************** has contacted the BBB in regard to the lost Free spins. We are happy to assist him with resolving this issue as quickly as possible.
  
  ****************, 
  
  We are writing in response to your BBB complaint regarding your concerns about tier determination and the recent issue with missing free spins. We appreciate your feedback and apologize for any inconvenience caused. However, we would like to provide you with some specific information to address your queries.
  
  Firstly, we would like to inform you that we have sent compensation for the issue you experienced with the missing free spins. Please check your account for the credited amount. Regarding your question about how tiers are determined, we understand the importance of transparency in this matter. The *** tiers are based on two factors: purchasing virtual coin packages, as well as leveling up. Each purchase you make earns you *** Points, with the number of points earned depending on your current *** tier. As you continue accumulating *** Points, you will progress from one *** tier to the next. Feel free to take a look into this article for more information about this matter: ************************************************************************************************;
  In order to reach *** tier 16, as you mentioned, a player needs to accumulate *********** *** Points. This information can guide you on your journey to achieving a higher tier.
  In terms of the information on how the daily boost amounts are calculated, please be informed that the amount of complimentary coins that we are able to provide to our players is based on a proprietary formula that takes several criteria into account. It's completely system generated and we do not have any possibility to adjust it manually, so we abide by the amount the system calculates.
  We apologize if our previous responses were not clear or specific enough. Our intention is to provide accurate information and assist our players in understanding our system better. If you have any further questions or concerns, please feel free to reach out to our support team, and they will be happy to assist you.
  
  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 ** 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 the issue.  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 issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20093838
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/20/2023

  Type:Customer Service 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.

  Would like to report a ******** page hosting firekirin games I have been ignored scammed and treated unfairly so has my brother and nephew they refuse to answer and always having technical issues spent thousands a month with them just to get terrible customer service had money stolen out of the accounts twice and been kicked off games when was on *********** please help me resolve this ***********************************************************************

  

  Business Response

  Date: 05/29/2023

  We understand that  ********************** has contacted the BBB in regards to issues with "Fire ***************** page .
  
  *********************,  
  
  Please, kindly be informed, that Big Fish Games are not responsible for "Fire Kirin" brand and we would highly recommend contacting their Customer Support Team directly in order to rectify issues with their product.

   

  We hope that we have resolved Mr. ********** concerns.
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  They told me it was ok to pay the $ I had and I sent it and than they didn't fulfill there part tried telling me I had to send more money to start

  

  Business Response

  Date: 05/29/2023

  We understand that Mr./Ms **********;has contacted the BBB in regards to refund request. We are happy to assist them with resolving this issue as quickly as possible.
  
  Mr./*************,  
  
  We haven't found any communication history with our Customer Support Team in the system, regrettably. Would you be so kind letting us know, what game exactly are you referring to, and your users ID?
  Having this information, we will be able to handle your request in a timely manner.

  
  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:

  *********************************************************************************************** 
  
  You can also reply with the info through this BBB contact.  

• Initial Complaint

  Date:05/09/2023

  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.

  Idk what happened but like 90% of the slots are just missing it wont let me scroll to the right anymore it says all slots but there is nothing there Im just trying to see whats wrong with it.

  

  Business Response

  Date: 05/18/2023

  We understand that  Mr. *** has contacted the BBB in regard to the issue with the All Slots tab in the Big Fish Casino tab. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. **** 
  
  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 have analyzed the root cause of the issue and implemented all possible measures to avoid it from happening in the future.
  
  Thank you for your patience and understanding!
  
  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 ** is through our Contact ** 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 the issue.  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 the All Slots tab issue.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:05/04/2023

  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.

  Good Evening,Unfortunately, due to their non-existent support and response, Big Fish Games has forced me to contact the BBB to help facilitate a resolution.I have supported this app, advertised to friends and family, been a loyal customer for 10+ years, and have spent thousands of dollars to play. This is NOT a free game yet their lack of support is evident that they do NOT care about paying customers.Their policy is that they will respond within 24 hours, but it has takes a week to a month to receive a response from this support team. They clearly IGNORE my questions and issues. They send me responses that have been copied and pasted. When I email them, its sooooooo FRUSTRATING because they do NOT address my questions, my request and my issues.Here are some example of their lack of customer support.1. March 21 email sent, response received 7 days later 2. March 28 email sent, response received 9 days later 3. April 6 email sent, response received 20 days later (response was insulting).-They "claimed" there were no Spins or Boosts (Chips) available when these are "FAKE CHIPS" with no monetary value. The response was a lie and upsetting - I have evidence that players have received boosts in the past 24 hours (some players received it more that 2x within a week).-They Ignored the rest of my email requesting tech support for a glitch 4. April 12 requested tickets cashed, NO received a response 5. April 17 requested to be added to the *** Weekly Bonus Program, NO response received 6. April 27 app glitched, requested tech support, NO response received 7. I even sent support tickets on their app (since they don't respond to my email) but closed my tickets within seconds without a response.Desired Resolution: receive a timely response, enroll me in the weekly *** program, be fair and honest to all players, provide me a boost, fix the technical glitch from Apr 27 (review my email with detailed info), and provide the type of support that all their customers deserve.

  

  Business Response

  Date: 05/12/2023

  We understand that  Mr. ** has contacted the BBB in regard to the questions related to the Big Fish Casino game. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. *** 
  
  We apologize for the delay in our reply and understand your frustration regarding the response time from our customer service team. We assure you that our team is working hard to address all tickets as quickly as possible. However, due to a recent surge in customer inquiries, we have fallen behind on responding to tickets. We understand that this delay is frustrating, and we are taking steps to improve our response time and address the issue.
  
  I am pleased to inform you that your player account was successfully enrolled in the Exclusive Weekly VIP Credit program on May 7 by our customer support representative, ************** Your account is now eligible to receive all the benefits and rewards of this program.
  
  Regarding the missing free spins issue, I would like to assure you that our customer support representative, ***************** analyzed the game logs very carefully and confirmed that the free spins were credited to your account successfully. Moreover, you have used all 12 free spins without any technical difficulties at 18:15:39 PST on 25 April while playing the ***** Karats VIP Virtual Slot.
  
  We are sorry for any confusion or frustration this issue may have caused you, and we appreciate your patience and understanding throughout this process. As compensation for the delayed response and the inconvenience caused, we have credited your account with some complimentary virtual coins to enjoy the gameplay further.
  
  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 ** is through our Contact ** 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 the issue.  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 the questions related to the Big Fish Casino game.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:05/03/2023

  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 am waiting for a response to an email sent on April 19/2023 to Big ********************* which is going unanswered to convert my tickets to virtual chips Could you please convert all my tickets to virtual chips at your earliest convenience as per the email below previously sent I am sorry for sending in another ticket as I am not sure if my ticket Incident: ******* I sent has been closed. On April 19/2023 I responded to a ticket I last sent on February 23/2023. At which time I had asked for **************** to convert my **** k in tickets. My response was Thank you for reaching out to Customer Support. It looks youre a part of the Exclusive Weekly VIP Credit program. So I responded to that ticket on the same day stating that I would like my **** tickets converted to Virtual Chips. On April 22/2023 I had accumulated up to 65k in tickets. So I thought I would send an update to convert all of my tickets at the time of **************** reading my email. I did read weeks ago you were behind on responding., I find this very strange that the response time is almost 11 days and counting Being a Tier 12 member I have never waited more than 4-5 days at any given time. The only conclusion I can come to is my previous tickets are closed?I am sorry for sending in another ticket as I am not sure if my ticket Incident: ******* I sent has been closed. On April 19/2023 I responded to a ticket I last sent on February 23/2023. At which time I had asked for **************** to convert my **** k in tickets. My response was Thank you for reaching out to Customer Support. It looks youre a part of the Exclusive Weekly VIP Credit program. So I responded to that ticket on the same day stating that I would like my **** tickets converted to Virtual Chips. On April 22/2023 I had accumulated up to 65k in tickets. So I thought I would send an update to convert all of my tickets at the time of **************** reading my email. I did read weeks ago you were behind on responding., I find this very strange that the response time is almost 11 days and counting Being a Tier 12 member I have never waited more than 4-5 days at any given time. The only conclusion I can come to is my previous tickets are closed?I am sorry for sending in another ticket as I am not sure if my ticket Incident: ******* I sent has been closed. On April 19/2023 I responded to a ticket I last sent on February 23/2023. At which time I had asked for **************** to convert my **** k in tickets. My response was Thank you for reaching out to Customer Support. It looks youre a part of the Exclusive Weekly VIP Credit program. So I responded to that ticket on the same day stating that I would like my **** tickets converted to Virtual Chips. On April 22/2023 I had accumulated up to 65k in tickets. So I thought I would send an update to convert all of my tickets at the time of **************** reading my email. I did read weeks ago you were behind on responding., I find this very strange that the response time is almost 11 days and counting Being a Tier 12 member I have never waited more than 4-5 days at any given time. The only conclusion I can come to is my previous tickets are closed?I am sorry for sending in another ticket as I am not sure if my ticket Incident: ******* I sent has been closed. On April 19/2023 I responded to a ticket I last sent on February 23/2023. At which time I had asked for **************** to convert my **** k in tickets. My response was Thank you for reaching out to Customer Support. It looks youre a part of the Exclusive Weekly VIP Credit program. So I responded to that ticket on the same day stating that I would like my **** tickets converted to Virtual Chips. On April 22/2023 I had accumulated up to 65k in tickets. So I thought I would send an update to convert all of my tickets at the time of **************** reading my email. I did read weeks ago you were behind on responding., I find this very strange that the response time is almost 11 days and counting Being a Tier 12 member I have never waited more than 4-5 days at any given time. The only conclusion I can come to is my previous tickets are closed? friend code ******** screenshot attached

  Customer Answer

  Date: 05/08/2023

  Re Complaint #******** Big Fish Casino finally answered by ticket so there is no need to proceed any further & you can close my ticket. Thank you for all your assistance

• Initial Complaint

  Date:05/02/2023

  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.

  Since I did a report last month and was contacted by ****, thank you. But still this company puts me on the do not answer list, I'm sure you can see I've made purchases since, I've asked for technical help and you close my tickets out within seconds. You say ou are getting higher than normal emails, well tell me how 1 person on my team gets a boost every single day at a lower tier, I'm at tier 12, I feel like this has been not resolved from our last conversation with ****. Have a great day!! You have not made m8ne.

  

  Business Response

  Date: 05/03/2023

  We understand that  ********************** has contacted the BBB in regards to boost requests, the Mystical Cats and Fortune of the Fjords virtual slot games. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************, 
  
  We apologize for the delay in our reply and understand your frustration regarding the response time from our customer service team. We are sorry to hear that you and many other players have experienced long wait times for ticket responses. We assure you that our team is working hard to address all tickets as quickly as possible. However, due to a recent surge in customer inquiries, we have fallen behind on responding to tickets. We understand that this delay is frustrating, and we are taking steps to improve our response time and address the issue.
  
  Please be informed that we have provided you with complimentary virtual coins for the delay and the inconvenience caused. Regarding the Mystical Cats game, please be informed that the virtual slot has temporarily been turned off for maintenance. It will be turned back on and made available as soon as possible once the maintenance is complete. We've also reviewed the system logs for the Fortune of the Fjords virtual slot game and did not find any issue with this game. Our engineers advise to always use stable internet connection in order to experience smooth gameplay. Jackpot Magic Slots needs a constant, stable connection between the device and our servers to run properly. Even when our servers are running with no problems, you may experience slow performance issues or be removed from a table/social slot if the connection is interrupted in any way.
  
  Even if issues are encountered, the good news is that the server should always complete the spin, hand, and/or bet; you will be credited for any win not seen due to the disconnect. In these cases, a pop-up should appear letting you know what you won when you return to the game.
  
  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 ** is through our Contact ** 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 the issue.  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 questions related to our games.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20008147
  
  I am rejecting this response because: I still haven't been given the answer as why I was removed from the vip program for Monday I will accept their answer when that is answered
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/12/2023

  We understand that  ********************** has contacted the BBB in regards to the Weekly Monday *** program. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************, 
  
  We apologize for any confusion caused by our previous response. We understand your disappointment, but we have exciting news to share. We would like to introduce a program called the Exclusive Weekly *** Credit, which we believe will be a great fit for you. To participate in this program, you will need to go through the terms and conditions and agree to all of the points which you can find below:
  
  The Exclusive Weekly *** Credit program is a special opportunity available for some players. If you'd like more information about how this program works, please check out the details listed below:
  
  Every Monday, well send one big comp by 5pm Pacific Time to your account for being a great customer!
  These comps will automatically credit an amount to you, and no further action is required on your part.
  If you enroll in the program you will be unable to unsubscribe.
  This is the only comp Customer Support will be able to provide.
  You'll still receive your *** Monthly Bonus at the start of each month!
  We can still help with any technical or other account issues, but any emails about the winning chances in our games or requests for complimentary virtual chips will not be addressed. 
  
  Regarding the *** Monday program that you were a part of, we would like to clarify that it is not currently available. However, we appreciate your interest in this program and value your loyalty as a player. We would like to assure you that we are constantly working on improving our services and introducing new programs that will cater to your needs. We hope you will consider joining the **** program and take advantage of its benefits. If you have any further questions or concerns, please do not hesitate to contact us. We are always here to assist you. 
  
  Thank you for your understanding
  
  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 ** is through our Contact ** 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 the issue.  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 *** Monday program.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/14/2023

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

• Initial Complaint

  Date:04/30/2023

  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.

  On April 28, 2023 a charge of ***** was charged to my bank account however I did not make this purchase. I have tried numerous times to get in touch with jpms for a resolution but they refuse to answer. The chips are there to be returned I just want my money back. I have played this game for years and this is really annoying to not even get a response!

  

  Business Response

  Date: 05/03/2023

  We understand that  Ms. **** has contacted the BBB in regard to a refund request. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ***** 
  
  Please, kindly be informed, that as Per our Terms of Use, we are unable to issue refunds for in-game virtual currency once it has been used, and you have our deepest apologies for the inconvenience this may cause. For more information about this, I would recommend checking out the Virtual Items section of our Big Fish Terms of Use:
  
  Terms of Use
  
  In order to protect your device from unwanted purchases, we highly recommend protecting it with a password.
  
  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 resolve your inquiry.  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 refund request.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20000763
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/28/2023

  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 was playing on Orion star through g Queen **** 17 ****** was her cash app tag and I sent 20 I sent another 20 I sent 20 and I sent another 20 later on that night I stopped and I had $194 I asked them to cash me out and they said they server was down I did this for multiple days 6 days of asking for my money and then today when I was asked they said hold on you have no more credits you wasted all your credits and I said that's not possible I want my money but I know other individuals that have played and received their money but went through other individuals but on the same server

  

  Business Response

  Date: 05/03/2023

  We understand that ******************** has contacted the BBB in regards to not receiving winnings. We are happy to assist them with resolving this issue as quickly as possible.
  
  ********************,
  
  From the information that you have provided, it does not look as though this is a game offered or supported by our team. Big Fish Games does not offer real money gambling and we would recommend reaching out to the Orion Star support team for more help.
  
  If you are seeing any issues with any Big Fish products, 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 ** is through our Contact ** Page linked below.
  
  Contact **
  ***********************************************************************************************
  

• Initial Complaint

  Date:04/25/2023

  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 attempted a $49.99 chip package. My bank alerted me to fraud on a charge of $199.97. I declined and my bank card was locked and later changed. I received no chips from Big Fish. I later attached my *********** card to Apple Pay, and the $199.97 was immediately withdrawn and paid to Big Fish and still no chips for the money. I reported to them with no email response. I disputed the charges with Apple Pay and they stated the purchase was not reimbursable. I tried a few more times with both Apple Pay and Big Fish, Apple Pay continuing to deny the refund, and no response from Big Fish Casino. I am wanting my entire $199.97 refunded to my *********** card because I was totally taken with no chips to show for the purchase. The date was April 12, **** when this first happened. To date I have received no further communication from them, and my husband even filed a complaint to Big Fish from his account testifying the above circumstances described above. He had not received any response as well, and told both Apple Pay and Big Fish Casino that the next step was reporting both to the BBB. Can you help us please help us get this $199.97 refunded? I am attaching a picture of the transactions as recorded through Apple Pay. They are both negligent in helping with this apparent theft of money through what appears fraudulent in nature. Thank you

  

  Business Response

  Date: 05/03/2023

  We understand that  ************** has contacted the BBB in regards to the unauthorized charges on their account. We are happy to assist them with resolving this issue as quickly as possible.
  
  **************, 
  
  First of all, I would like to bring our sincere apologies for the delay in getting back to you, our team is experiencing an influx of tickets and we are working hard to decrease the response time.
  
  We have carefully checked your account and purchases made on your Big Fish Casino account. As I can see, payments on your account are going through iTunes. Since all purchases in the App Store must go through Apple, we do not have access to the backend of their payments. Regrettably, the transactions you have included on the screenshot are not reflected on our system.
  
  While we are not able to properly identify the root cause of this situation, I can offer you virtual chips to be added to your account equivalent to the amount of virtual currency you were supposed to receive.
  
  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 ** is through our Contact ** 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 this situation.  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 unauthorized charges.
  
  Contact Customer Support
  ***********************************************************************************************