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:01/28/2025

  Type:Service or Repair 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 have contacted Big Fish Games about my issues not being able to play the games that I can't play. The staff takes a day to get back with me but they seem to not want to fix the games just issue credit to get new games. I did not want a new game cause it will not work later on down the road Most of my games on my account I can no longer play and they wont fix it they just keep issuing new games but I wont buy them. I just want my games fix . This is my second complaint. I can't list all the games cause there are a lot.

  

  Business Response

  Date: 02/02/2025

  We understand that  Ms. ******** has contacted the BBB in regards to games she purchased from Big Fish Games which she can't play. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ********* 
  
  I understand that you have had some trouble with playing some of your purchased games. In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problem. Please reply with the following information:
  
  1. When exactly did the error or problem occur? (at activation, launch or gameplay)
  2. If you received an error message, what does it say?
  3. Any recent changes to your system (anti-virus update, new hardware) ?
  4. The names of the affected games?
  5. Which operating system is on your computer (Windows XP, Windows 7, Windows 8, Mac)?
  
  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 or at least provide insights as to why you are not able to play them.  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 game she can't play.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 02/02/2025

   
  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,
  
  ******* ********

  I get no error message all it does is when I start the game it shows the Logo but then it goes to the bottom of the screen to the task bar and when I click on it it comes up but then it goes right back down to the bottom of the screen. I am running Windows 10 and here are the list of games I can't play Jenny's Fish Shop, Mystery Case Files: Dire Grove Collector's Edition, Magic Sweets, Potion Bar, Magic Life, Deep Quest, Wandering Willows, Jewel Charm, Charm Tale, Charm Tale 2: Mermaid Lagoon, Build- a-lot: Fairy Tales, Puzzle Mania, Magical Forest, Farmington Tales, Farmington Tales 2: Winter Crop, Mystery Case Files: Key to Ravenhearst Collector's Edition, Mystery Case Files: Ravenhearst Unlocked Collector's Edition, Mystery Case Files Ravenhearst : Puzzle Door Strategy Guide, Mystery Case Files: Escape from Ravenhearst Collector's Edition, Mystery Case Files: Return to Ravenhearst, Mystery Case Files: Ravenhearst, Mystery Case Files: Return to Ravenhearst Strategy Guide .  These are the games I am unable to play. My computer is update on everything. I want the games fixed or the money back on my credit card cuase I will no longer od business with Big Fish Games.

• Initial Complaint

  Date:01/23/2025

  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 paid a lot of money into this game , bought so much and get zero pay backs , a lot of other people complain about it too ! Im sure if the complaint comes up others will apply too

  

  Business Response

  Date: 01/27/2025

  We understand that Ms. ******** has contacted the BBB in regards to game payouts. We are happy to assist him with resolving this issue as quickly as possible.
  
  Ms. ********,
  
  I understand how it feels when things aren't going as expected in the slots. However, our social casino games are games of chance. While it can be frustrating to not win, it is essential to understand that this is a game of chance, and outcomes are random. While there is no guarantee, we hope you'll soon enjoy your gaming experience again.
  
  In addition, our support team cannot change the outcome of the game as it is working on fully automatized randomizer. We have no technical possibility to change or control the payouts, but completely understand your expectations regarding wins.
  
  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 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 Answer

  Date: 01/27/2025

   
  Complaint: 22847435
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/20/2025

  Type:Sales and Advertising 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 buffalo stampede with fireworks, @250 m bet . All fire were filled , I hit the blue stampede, I was in the bonus round , I had 14 spots filled 2 pins left , then the app just starting spinning , not letting me spin , had several billions in winnings on the board. With possible of large wind or even a grand jackpot . The app close and went back in the app , my bonus round was gone all winnings were lost gone and fireworks bonus had been rest back to new. I had at least 10 billion in winnning only to have the app steal them. I message support , I did not hear anything This app is a past classaction of hundreds of milllions paid because of state gaming regulations. When they are manipulated outcomes to where a players doesnt get what he wins , that is a problem for state of **********. If a won then I should get what I won and not manipulate the game to where you dont payout , especially when I a players buys virtual chips with real money What I want is I want my winnings I want the game to be reset to 14 spots filled with two spins remaining. I want myfireworks bonus is reset to Max as they were and give me the opportunity to win what I was playing and not manipulate the game to you dont pay out the winnings. I enclosed a picture of the game I was playing how many spins I had left how many spots I had filled on the bonus they manipulatedbillions of chips away from me and I bought real chips with real money somebodys gonna be held accountable. We know, big fish has already been held accountable in a class action lawsuit in the past fix it. ****** will notify of my chips I purchased with real money only to manipulate to create not playing our winnings. Look at the picture that I sent The picture shows that theres clearly manipulation going on when you can see I have two spins left. Ive had 14 spots One word : Scam apologize for stealing my winnings Dont rip off US Veteran Washington attorney general will contacted

  

  Business Response

  Date: 01/22/2025

  We understand that Mr. ********* has contacted the BBB in regards to being disconnected from Firecracker Fortunes Buffalo slot on 2025-01-20. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr. *********, 
  
  According to gaming logs of your account, you hit sticking spree feature in Firecracker Fortunes Buffalo slot on 2025-01-20 at 13:54:00 PST. You were disconnected from the table with 3 free spins left at 13:57:07 PST and were able to continue the feature upon rejoining the slot on 2025-01-21 at 02:35:32 PST. Your sticking spree winnings made up ************* virtual chips and a mini jackpot of ************* virtual chips that were successfully credited to your account and took your total from ************** to ************** virtual chips. Additionally, you took 165 spins in this slot on 2025-01-21 between 14:58:04 - 15:09:44 PST and lost ************* chips, what decreased the amount of chips on your balance from ************* to 645,796.
  
  We generally must go off of the data that is recorded in the gaming logs. In this case, I will be unable to credit for this issue as we have not spotted any technical errors or system delays regarding the gameplay.
  
  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 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 Mr. ********** concerns.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22836721
  
  I am rejecting this response because:
  

  Big Fish a know history of violations in **************** , classaction lawsuit settlement of 100 million , I recently spent $250 to give big fish another chance 

  You manipulated the game to which it siphoned all my chips down to zero. I lost all those chips in 11 minutes now since you guys can set the games to whether they winPlayer cant I brought it to your attention that I had one and then the malfunction whatever it may be but if you noticed my chips went from 34 billion to less than 1 million and Im not even sure how much time that was playing 15 minutes maybe my position is once a scam always a scamA judge already proved that you guys ripped off customers thats why you had to settle for over $100 million. All I asked was for you guys to read to give me some free spins and then put my game back to where it was well if you put my game back to where it is.use rig it to where I dont win anything whos the big winner on that Ill tell you who the big winner is big fish stole $250 of my money and two purchases of $99 and a purchase of $50 and now I have enough chips to buy a bag of potato chips, but in Washington chips have value and you know that and according to the gameplay because youre your game manipulated the outcome you stole $31 billion of chips that I want which have value if you sell $10 billion 10 billion chips for $100 you stole $300 worth of chips for me now I asked for an arbitration hearing its documented that I asked for an arbitration hearing you guys printed out what I what I spun and how many minutes it took for you to steal all my my money 11 minutes it took for you to steal $200 worth of chips 11 minutes now multiply that by millions of customer Youre your model hasnt changed the law hasnt changed chips in ********** whether I live in ********** or ***** have value if you steal the chip from me through manipulation of your games that theft

   

  So I wont spend any more money I wont play anymore. Where is my arbitration hearing? Its in my terms of service. I want everybody to see what I spun and how you siphon all my chips down. Its your business models. Buy chips. Spin them down to zero buy chip spin them down to zero. The only problem is is you get you got caught when the game stop spinning if it wouldve just kept playing I probably wouldve never said nothing but the GameStop spinning, and then it gave me an opportunity to see that you were ciphering it off my Chips. Typical business model of a scam app. Heres my question if you werent at fault then why did you pay out over $100 million because you violated something people that are innocent dont pay out $100 million youre guilty. Youre guilty of stealing my chips. 
  

  I didnt ask for anything other than what I was entitled to fair time at the game fair time of winning what happened? You guys steal my chips under some malfunction on the hands of your system now whos the one that caused the malfunction you guys? Why did you do it so you could set it to where it steals my chips I guarantee your jury will look at it and go. Hey this guy was winning all of a sudden they said they fix the machine to where it started suddenly stealing his chips through a manipulation. Where is my arbitration hearing? Ill leave it at that

   

  Washington gambling laws chips have  value , you cannot siphon through Manipulation 

  I want the $250 I spend before the theft through manipulation or refund the chips you stole fixing the app to siphon off my chips 

  subpoena my play from every spong , every dollar spend and stolen 

   

  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/20/2025

  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.

  I am enrolled in their game club. Problem is the games I purchased I cannot use on my computer.I have been trying to cancel the account since 2023. The only way I can contact them is via email and have been emailing back and forth since then. They keep telling me to try different things which do not work. They ask me if I am satisfied with their assistance. I respond NO cancel the account and am ignored. I have disputed their charges several times trying to get their attention to no avail. I've tried to go on my account, but the system plugs in my incorrect info, and I cannot change it to log in. I just want them to stop charging me for something I cannot use. The game club charge is 6.99 a month or ***** a year.

  

  Business Response

  Date: 01/22/2025

  We understand that Ms ***** has contacted the BBB in regards to XXXISSUEXXX. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *****,  
  
  Firstly, I would like to humbly apologize for the dissatisfying service you have received from our customer service team. We, as ********************** always strive to offer our customers the best services because they are our number one priority. It is with utmost disappointment to lose a very loyal customer of our but I do hope you will reconsider your decision in the near future. 
  
  I would like to let you know that I have successfully cancelled your game club as requested and refunded all the charges received from Feb 2024 till Jan 2025 which sums up to a total of $83.88. Once again, I apologize for the inconvenience you have been caused. 
  
  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 ensure that the subscription is cancelled as you requested and you are refunded.  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 Trosts concerns with cancelling her game club.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/25/2025

   
  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:01/19/2025

  Type:Service or Repair 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.

  On several occasions I have lost coins I bought 100 percent due to the game glitches and I submit a ticket. They send me an email and they either won't compensate for the virtual coins lost, they give me some arbitrary amount (a fraction of the coins lost )or they give me the "maximum they can compensate". Despite proof of the coins i lost from the glitch. I have emails stating this. Screenshots showing proof of exact amounts. They even end up escalating since I've stopped giving up on losing the coins, and emails that say they apologize for the game glitch or some version of them admitting fault. Last time it specifically said "This has been escalated with our developers and have discovered the root of the problem, which has been sorted out accordingly."Yet they didn't compensate. Account is big fish-game is jackpot magic slots.

  

  Business Response

  Date: 01/21/2025

  We understand that Ms. ******** has contacted the BBB in regards to the issue with the Lucky Bingo Stripes virtual machine. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms *********
  
  At the start, we would like to once again apologize for the issue you have encountered while playing Jackpot Magic Slots. At that time, we encountered technical issues with our services, which caused your progress to reset.
  
  Upon reviewing your account records in our system, we were able to confirm that no ready-to-collect virtual rewards were lost, as your bingo boards were finished before the issue occurred. However, as your progress bar was reset, we have applied the maximum compensation applicable to your account. Additionally, as a gesture of goodwill and to express our appreciation for your understanding, we have provided an extra ************* virtual chips as compensation.
  
  Additionally, we would like to inform you that whenever you contact our Customer Support Team, we can only act on accounts mentioned in your message. Since your initial email did not contain any additional accounts, we could only investigate and compensate the account you contacted us with. As you have provided us with the Friend Code for your second account, we have investigated this account as well and provided ************* virtual chips as compensation for the problem. Please note that this is the highest amount we can credit to that account regarding this issue.
  
  If you encounter this or any issues on different accounts, please make sure to send us their details so we can investigate the problem.
  
  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. 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 compensation for the issue with Bingo Lucky Stripes.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22830983
  
  I am rejecting this response because:

  I had screenshots of big wins luckily that I did NOT complete. It's called banking , when my coins get low i can go back and i may collect the winnings so i do not need to purchase. I do this for bet levels of 6 million, 12 million, 24 mil, 72 mil 120 mil and 255 mil usually. The coins i lost i had all those bets with wins ready after 1 more spin on 2 accounts, 1 account I only had up to 120 mil not 255 but I had tens of billions per account lost. And every single time this haope s I get emails saying they have a maximum they can payout. 

  They state in their own message that they gave me 2.5 billion coins because I was paid out yet they sent me an email again stating they found the root issue and sorted it out. I've uploaded that as well. This is simply the latest interaction. I have several game issues where they say the same thing, they take responsibility but cap the amount I am compensated at a tiny fraction of what I lost. I highlighted the part of the email where is shows they know they have glitches. Not to mention I read the fb page and emails and they never say when they are updating the game. This  time it was right around the time I noticed the lower bet games had an increase in highest bet amount... maybe that was the issue.  Either way. Not my fault, and they admit to it. Now, I received and email from **** giving me 2.5 billion coins on 2 accounts, I told him everything I'm telling you here and I doubt he Will comply with what I'm asking for. I asked for at least 60 bil per account, initially I only asked for 20 so I didn't have to escalate by 3rd party. If they will not do this then I will upload every email from the past 12 months with similar scenario and instead of virtual coins I want the money back, ive done the math and it will be a few thousand. So if im denied again for the 60 bil virtual coins PER account I'm not wasting time in this anymore. I will send everything, get the money I'm owed and do spend my money elsewhere.
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 01/28/2025

  As the consumer is have not been compensated for the money big fish owes me. I gave them several chances to simply credit my accounts with the coins took due to their game issues. They gave me a fraction of a percentage of what I lost and said that's all they can do but they had found the error and fixed the bug, doing nothing to give back my coins. This has happened many many times this year alone and I told them before I would take action if they don't give me what i paid for. Same this time. What they are doing is the equivalence of buying a brand new car in cash, driving home, the dealer comes to repo it then says sorry accounting error and hand me a coupon but keeps my car and money. These are virtual coins but real money. I buy, then they have an error and give me less than 1 percent of my loss in virtual coins. I've asked several players *** they all say they haven't reported because many who have end up with account issues, either they no longer win at all anymore or they get banned. *** it costs a lot to get to high vip levels. Thousands of dollars per account.  I have 4 ((they lost the 4th even though inhave all the info for it including my unique code.) I will not drop the case and im.just waiting for the next step.

• Initial Complaint

  Date:01/17/2025

  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.

  I have been a long time customer of this company. I purchase casual games - principally HOPA games. Many times I pay full price for these games and write a review for those games. I have done this for years without any issues. In the last month, none of my reviews are being posted. I get a response that my review does not meet their criteria for reviews. Since I have written over 400 reviews I do believe that I have some idea of what this company is looking for in the way of a review. I have rewritten the reviews and they still will not post them. Many of the reviews posted violate their rules - claiming there was a gaming error which would not allow them to play the game. I have asked the company to explain to me why I can no longer post reviews on their review site. I have not gotten any answer to this. The last two customer service agents provided no information and suggested I repost the review which I did. It specifically states in their policies that no review will be posted if it related to technical difficulties - yet they are posted. If I am banned from posting a review then the company should be required to explain to me the reason for that action. As a long time customer - over 15 years - I do believe with the money I have spent with the company, I am owed an explanation. When other people post reviews violating their rules and those reviews are posted, then I feel I am being singled out which is very unprofessional. I have written to them many times and this issue has not been addressed. So now I hope someone in their company will explain to me why they are no longer accepting my reviews.

  

  Business Response

  Date: 01/25/2025

  We understand that  Mr ***** has contacted the BBB in regards to recent game reviews being rejected despite adhering to company guidelines. We are happy to assist him with resolving this issue as quickly as possible.
  
  Mr *****,  
  
  Thank you for taking the time to reach out to us regarding your concerns with posting reviews. We sincerely appreciate your loyalty and the valuable contributions youve made to our community over the past 15 years.

  After carefully reviewing the matter, we identified an issue on our end that may have impacted your ability to post reviews. We are pleased to let you know that this issue has been corrected, and moving forward, you should not encounter any problems with posting your reviews.We deeply value the time and effort you put into providing feedback on our games. Your insights are incredibly helpful not only to us but also to other players in the community. Please know that if any similar issues arise in the future, we are always here to assist and resolve them promptly.

  We apologize for any frustration this may have caused and thank you for your patience as we worked to address the issue. We truly value your continued support and look forward to seeing your reviews on our platform again soon.

  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 ensure that your reviews are succesfully posted moving forward.  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 posting reviews.

  Contact Customer Support

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

• Initial Complaint

  Date:01/09/2025

  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.

  I have been playing for over 8 years I quit spending money with them after unauthorized purchases anyway this game app I believe with all my heart is purposely cheating all playeds there reals are manipulated in real tiime I am not an idiot I have tested these games on my own I believe because real money is involved there breaking the laws

  

  Business Response

  Date: 01/15/2025

  We understand that Ms. **** has contacted the BBB in regards to game odds. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. ***** 
  
  I understand your frustration with our payouts. However, the odds in the game are the same for every player and while we'd love to tip the scales in your favor, it's outside of our power to do so. While there is no guarantee, we hope you'll soon enjoy your gaming experience again. 
  
  In addition, our support team cannot change the outcome of the game, therefore inquiries in this category will not be addressed. We are here to help you with all matters within the scope of technical support, so should you need further assistance with technical issues in your account, please do not hesitate to write to us.
  
  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 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

  Date:01/02/2025

  Type:Service or Repair 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 have been trying to get this issue resolved 3 times and all these "techs" do is copy and paste from a script. The issue is that the older games fail activation which has nothing to do with the operating system. They claim that Windows 11 doesnt work on older games however the error I get is an activation error on their end. I can download the games but the older games in question will not activate. They dont activate on their own servers. I want a better resolution to fix it. I dont want credits. I want my games. Secondly if it was the ** then their Games Manager needs to updated for Windows 11 and their troubleshooting steps online should also reflect the new **.

  

  Business Response

  Date: 01/08/2025

  We understand that  Ms Jenn has contacted the BBB in regards to activate her games. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms Jenn,  
  
  I would like to humbly apologize for the dissatisfying services that you have received from us. We aim to please our customers at all times as they are our number one priority. Please note the games are sold with the systems requirements that are defined (and shown on the web page). Due to system limitations we do not have the capacity to update older titles in perpetuity nor are we responsible for our customer's upgrade of Windows as that is related to the device they are using. Unfortunately, we wouldn't be able to update old games as they have already been released however we do have new releases which support Windows 11. Since you would like to gain access to the old games you can kindly refer to the link below on how to block the Windows 11 update. 
  
  **************************************************************************************************
  

  We do have an update to our Game Manager that will be released which will hopefully resolve the vast majority of issues. 

  We are always happy to help a customer directly.  Ms Jenn , 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 ensure that she . 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 activate her games.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 01/14/2025

   
  Sent: Sunday, January 5, 2025 10:39 AM
  To: Info <***************************************************************>
  Subject: Message from ************************
  Image removed by sender.
  Update on my complaint, I ended up resolving my own issue and will not be needing any more assistance going forward. I will also not be using Big Fish Games either.
  
  Sent from **** ******* (***************************************)
  

• Initial Complaint

  Date:12/30/2024

  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 am reaching out because I have been spending a lot of money on Jackpot Magic Slots. I spend hundreds a week and when it comes time to receive my weekly VIP bonus it's so minimal. I don't understand why. I frequently purchase my piggy bank multiple times a week at $49.99 each time as well as other purchases of coins. I don't think what I'm receiving is adequate. Please look at my account and find out what is going on. Look at all my purchases. I purchase my piggy bank back to back in a regular basis. It's not free money, it's not fake money but real cash for virtual coins. Some weeks I only get 16 million coins after I may have very well spent $300 that week buying my piggy banks. Every week I'm spending good money. I should be receiving a higher weekly VIP. It's bad enough that the games don't pay out like they should. I go through billions of coins without a single hit or bonus game. If I try to contact customer service I immediately receive an automated response so what's the point. For a player that spends as much money as I do, my weekly boost should be more. Something needs to change. Please just take a look at my account and let me know why I'm seeing so little. Thank you My friend code is (********)

  

  Business Response

  Date: 01/08/2025

  We understand that Ms. ********* contacted the BBB in regards to her Exclusive VIP Credit. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. *********, 
  
  Please be advised that our system automatically credits you virtual coins based on a proprietary formula that takes several criteria into account.
  
  Customer Support isnt directly involved with calculating that boost, so I dont have access to specific information about it, but we abide by the amount our system calculate.
  
  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 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 Answer

  Date: 01/08/2025

   
  Complaint: 22748847
  
  I am rejecting this response because I spend a lot of money as well as others do and I know I should receive more for my VIP weekly boost. Last month alone I purchased my piggy bank 16 times. That's $49.99 x 16 which equals $800.00 alone and that doesn't include all the times I purchased additional coin packages. Look at my account. See all my purchases, there's no way you can justify that one week I only received 16 million for my VIP and the next week 600 million after spending all that money. That doesn't make any sense whatsoever. I do not accept the response I received. If you want to blame it on your computer,then it needs a haul over because that's unacceptable. There are members getting billions each week and I'm only getting the bare minimum. I play daily and support this app daily. If I had of known this is how some VIP are treated, I would have never signed up for it. I have screenshots to prove all I spend. I couldn't add more than 5 screenshots but I have plenty. You have access to my account and can see every time I purchase coins and my piggy bank. It doesn't seem right or fair. So no, I will not respond back to the email you sent me. It's a copy and paste email that doesn't do anything to help me. You pick and choose which VIP you want to help and that's favoritism. It should be based on how much money you spend.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/27/2024

  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.

  On 12/27/2024 I was playing this app. I had previously purchased right before and all of a sudden the access to the game had been removed and they have taken my account away. I have not received any response to my multiple emails and was not able to utilize the money that I had spent. Im trying to figure out why my access was removed

  

  Business Response

  Date: 01/06/2025

  We understand that Ms. Newtonsauve has contacted the BBB in regards to being unable to access her account on **********. We are happy to assist her with resolving this issue as quickly as possible.
  
  Ms. Newtonsauve, 
  
  Please be informed that your JMS account ******** passed a security check and was unbanned on 2024-12-29 at 06:18:24 PST.
  
  Thank you for your patience with resolving this and do not hesitate to contact us if you have any questions or concerns related to your account.
  
  We are always happy to help a customer directly. Ms. Newtonsauve, 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 Answer

  Date: 04/21/2025

   This issue has occurred again 

  

  Business Response

  Date: 04/25/2025

  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. ***********, 
  
  We would like to let you know that your account has now been unlocked and you should be able to access it without any troubles. Please let us know should this not be the case.
   
  We also want to apologize for any inconvenience caused. However, we want to reassure you we are taking the well-being of our players extremely seriously and we want to ensure they have the right information and resources to address areas of concern and assist where possible. For this reason, we would like to encourage you to please visit the following page and get familiar with our articles: **********************************************************************
  
  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.
  
  We 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. ***********s concerns.
  
  Contact Customer Support
  ***********************************************************************************************