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: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 I later attached my *********** card to Apple Pay, and the $199.97 was immediately withdrawn and paid to Big Fish and still no chips for the money.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
  ***********************************************************************************************

• Initial Complaint

  Date:04/19/2023

  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 spent thousands of dollars on this game, truly my bad. But when I contacted customer support over a tournament that clearly said top 5 winners, I placed 4th, no payout. I get email saying they will not answer my emails nor tickets. This is how you treat loyal paying customers of 16 years.

  

  Business Response

  Date: 04/20/2023

  We understand that  ********************** has contacted the BBB in regards to Tournament winnings. We are happy to assist her with resolving this issue as quickly as possible.
  
  **********************,
  
  We apologize for the delayed response to the tickets you have sent us regarding your concern about the Tournament winnings. Our customer support team is currently experiencing a high volume of requests, resulting in longer than usual wait times. However, we understand your frustration and disappointment, and we apologize for any inconvenience caused.
  
  Ive looked into the Jackpot Dragons tournament on April 4. Your account ranked 4th in this tournament. However, I can see that only the top 3 players received winnings. This is why no virtual coins were awarded for your ranking. Jackpot Magic Slots offers a variety of slot tournaments. Each type of tournament has its own set of rules. I see the tournament on Jackpot Dragons was a Top 5 tournament. In this kind of tournament, only the 5 largest wins count toward your ranking. Therefore, only 3 players with the highest Top 5 winnings were awarded the prize.
  
  Heres a help article with more information about tournaments:
  
  Tournament Types
  
  On a separate note, would like to inform you that we have sent you some virtual complimentary coins to enjoy our games even more.
  
  We are always happy to help a customer directly. **********************, you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 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 solving the issue.
  
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/20/2023

   
  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:04/18/2023

  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.

  Dear JPMS, I am a tier 10 *** who has been reaching out to you for over a month without getting a single response back from anyone on your support team. I have only received emails saying that you will get back to me within 24 hours and then absolutely nothing. I have given over six thousand dollars since this past December and in return all youve given me in return is broken promises and No appreciation for being such a big spender. I support your company and get no support back from you when I email with issues with the game. I definitely do not feel Very Important or Valued as a Customer who gives so much to you JPMS. I am sending proof of emails that Ive sent in with no response from you and receipts of the big purchases I have made and still continue making regardless of the fact that I get absolutely nothing in return from a company that should care about and support their customers, because I have definitely supported you. All I ever wanted was a reply back especially when I have taken the time over and over again to try emailing you before going to this extreme of going through the BBB. I did not want to but was given no other option but to go ahead and contact them. I really hope you respond back soon. Tomorrow is my birthday ?? and its not going to be a happy one if I dont get a little support from you and some appreciation for being a big buyer and supporting customer of yours. I would definitely love it if I could actually get the *** rewards that other vip tier 10 players get each week with the weekly bonus chips you give on Mondays!! I honestly feel that *** earned as much especially considering the large amount of money that I give to JPMS on a daily basis. Please ?? JPMS take the time to show that you care about your customers and players again and not just care more about the next dollar we give you. We Support you and all I want is the same appreciation and support that I consistently give to your app. Thank you ?? and again sorry to do this.

  

  Business Response

  Date: 04/19/2023

  We understand that  **************** has contacted the BBB in regards to Exclusive Weekly Program enrollment. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  We apologize for the delayed response to the tickets you have sent us regarding your concern about the Jackpot Magic Slots game. Our customer support team is currently experiencing a high volume of requests, resulting in longer than usual wait times. However, we understand your frustration and disappointment, and we apologize for any inconvenience caused.
  
  We value your loyalty as a VIP Tier 11 player, and we are committed to providing you with the highest level of customer service. Our Customer support team has been notified of your situation, and they will be in touch with you shortly to resolve the issues you have raised.
  
  Regarding the Exclusive Weekly VIP program, we apologize for any confusion or delay in enrollment. We'll investigate this incident and ensure that you receive the benefits you are entitled to.
  
  We are always happy to help a customer directly.  *************** , you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 the solution.  This will be the quickest way we can resolve this for you.  You can also reply with the info through this BBB contact.

• Initial Complaint

  Date:04/18/2023

  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 emailing BFC trying to get help with an issue. I am a tier 11 *** and I have had absolutely no response from them from my numerous emails over the month. I spend thousands of dollars with this app and I dont feel valued or even appreciated as a big spender or *** tier 11 when I email for help all I get is generic emails back saying that *** support will be with me within 24 hours and its over a month now. I have yet to be enrolled in the *** rewards program that every other *** tier 11 player in my club receives like they asked me about being enrolled in during a previous email from them but yet Ive gotten nothing. I am giving so much money to this app to not receive the same weekly benefits and bonuses the other *** 11 buyers get. I am extremely disappointed and frustrated with bfc and they should try to understand how and why I feel this way. If they were spending thousands and then being ignored and unvalued by the company they have been supporting, I know they would feel the same way about this situation. I didnt want to take this route with filing a complaint but bfc gave me absolutely no other option. Please bfc start supporting your Big Spenders and vips again and do right by the people who are constantly supporting your app. All I want is for someone there to care about a players issues by taking the time to show you care about them. Bfc use to be great in the way they supported their players but I can say now that I do not feel appreciated or as if you care anymore about us more than about the next dollar you make off of us. When a player spends their money to become a *** how about doing what you say again and respond to them when they have issues. Happy birthday to me tomorrow and I hope that you respond back. I will be sending emails that Ive sent with no response back and receipts of my purchases as proof of my complaint. Sorry again bfc for having to go this way in order to get a response from you. Thank you and have a good night. AR

  

  Business Response

  Date: 04/19/2023

  We understand that  **************** has contacted the BBB in regards to Exclusive Weekly Program enrollment. We are happy to assist her with resolving this issue as quickly as possible.
  
  ****************, 
  
  We apologize for the delayed response to the tickets you have sent us regarding your concern about the Big Fish Casino game. Our customer support team is currently experiencing a high volume of requests, resulting in longer than usual wait times. However, we understand your frustration and disappointment, and we apologize for any inconvenience caused.
  
  We value your loyalty as a VIP Tier 11 player, and we are committed to providing you with the highest level of customer service. Our Customer support team has been notified of your situation, and they will be in touch with you shortly to resolve the issues you have raised.
  
  Regarding the Exclusive Weekly VIP program, we apologize for any confusion or delay in enrollment. We'll investigate this incident and ensure that you receive the benefits you are entitled to.
  
  We are always happy to help a customer directly.  *************** , you are always welcome to contact Big Fish Games for any account, Big Fish Games 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 the 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 with Exclusive Weekly VIP program.
  
  Contact Customer Support
  ***********************************************************************************************

• Initial Complaint

  Date:04/17/2023

  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.

  This firekirin game doesn't want to give my winning money that i won on a game

  

  Business Response

  Date: 04/25/2023

  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 Fire Kirin 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 us is through our Contact Us Page linked below.
  
  Contact Us
  ***********************************************************************************************

• Initial Complaint

  Date:04/14/2023

  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.

  I have emailed this company several times with no response! Members of my club are in a VIP club that get free chips on Monday for purchasing throughout the week. Their automated response is they will get back to me in 24 hours. It has been four days with no response. This is not the first time I have emailed them about this. If you dont want business, then just say that dont ignore your customers.

  

  Business Response

  Date: 04/17/2023

  We understand that  **************** has contacted the BBB in regard to the Jackpot Magic Slots bonus system. We are happy to assist them with resolving this issue as quickly as possible.
   
  ****************, 
   
  First of all, We sincerely apologize for the delay in getting back to you, our team is currently experiencing a higher than usual amount of requests, therefore we are running a bit behind the regular ***** response time.
   
  Our promotions team is currently trying out new types of promotions which are offered to select groups of players. Our Customer Support Team has provided you with the information related to your account earlier today, April 17.
   
  We are always happy to help a customer directly. ****************, you are always welcome to contact Big Fish Games for any account, Big Fish Games 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.  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 Jackpot Magic Slots.
   
  Contact Customer Support
  ***********************************************************************************************

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19938587
  
  I am rejecting this response because you never said if I could get a weekly bonus like some of my club members. Its like you are talking in circles I dont get it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/12/2023

  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.

  first of all, i purchased a Peggle game years ago but when i wanted to play it it would not download so reported it..i was told by csr merywn that it could not be downloaded anymore..not sure why.. so they gave me a credit to buy a new one..i have tried for three days now at least to download a game i wanted..am still unable and i have followed advice in every way i can on both my laptop and ipad but unable to purchase game when i finally get to game i want..using credits given me..i click on agreement and all that is necessary and try to add in all ways mentioned and still no new game! have spent hours dealing with this stupid account....i never ever used to have any problem like this with big fish and if things were amiss and i could not fix something i would be given credit for a new game right away..now i am dealing only with frustration and days of waiting for resolution..management must have changed or the people as took me three days also to get into my account that i have had for years with them and had to come up with new password,etc. meanwhile i am out of old game Peggle and unable to download new game sought..what has happened to Big Fish?? i want my money back and i want a new game that i sought, installed. *** c

  

  Business Response

  Date: 04/15/2023

  We understand that **************** has contacted the BBB in regards to not being able to access their game. We are happy to assist them with resolving this issue as quickly as possible. ****************, I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #*******).
  
  I've pasted our correspondence below for your convenience:
  
  =====================================
  
  Looking at your report, it looks like the game might just be having trouble activating at this point. To get around this, we should be able to try the following steps:
  
  1. With the Game Manager closed, open the game like you are going to play it.
  2. Close the game and it will then appear in your Recent Activity tab in the Game Manager.
  3. Select Reactivate It link below the ad banner while in the Recent Activity tab.
  4. The full game will download, install, and Activate.
    Note: you may need to sign back into Game Manager if youre signed out automatically.
  
  =====================================
  
  We are always happy to help a customer directly. ****************, you are always welcome to contact Big Fish Games for any account 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 access to 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 their account.
  
  Contact Us
  ***********************************************************************************************

  Customer Answer

  Date: 04/17/2023

  well, ***, this makes no sense to me..how can i NOT open game mgr. yet open my game i want to play when its not able to open at all..its not even in game mgr anyway ..i have to be able to purchase it, which after two weeks now, i still cannot do!!..just give me the money back or activate it to my account cuz i sure in the heck have not been able to..i have been with you for years and have NEVER had this issue before and i am sick and tired of having people there tell me to do all this stuff that i cannot seem to do....i request purchase..i assign points to get the game but it will not allow me to even purchase it once i go thru all those steps..sorry but you are not helping me either....why can't you just add it to my purchases there as u know i have the points to purchase it yet not one thing helps me to finalize that purchase so it never opens up to play???? i give up and i wish you would stop acting like you are resolving problem when you aren't..dang. kc

  

  Business Response

  Date: 04/20/2023

  We understand **************** has additional concerns regarding their request. It appears as though we have already addressed this in our correspondence (ticket #*******).
  
  I have pasted our further response below:
  
  In terms of the game, what we're meaning here, is to make sure that the Game Manager is not open on your screen and then double-click the game's icon to open it.
   
  What this should do is open your Game Manager. You should now see a screen letting you know that the game's trial has run out, and there will be an option to Buy it. Below that, should be an option to reactivate the game, which should activate the game for you.
   
  Would it be possible to let me know if you are not seeing that option, or if you get any errors when going to select it? This should help us know if anything out of the ordinary is happening here.
  
  I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below this will be the quickest way we can resolve this for you. You can also reply with the info through this BBB contact. We hope that we have resolved ******************** concerns.
   
  Contact Us -
   
  ***********************************************************************************************
  
  
   
  Please do let me know either way here as I definitely want to make sure we can get things figured out for you here.

  Customer Answer

  Date: 04/24/2023

   
  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:04/11/2023

  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.

  over the years i have bought a lot of games. they changed to points. they said they cancel your points after 2 years. I have over ***** points. The games are not as good as they used to be. I am going to lose over 300 dollars this is unfair. If i had known they ***** going to change to points i wouldn't have stayed in club. I have been going through health issues (cancer). I want my money back.

  

  Business Response

  Date: 04/15/2023

  We understand that ************** has contacted the BBB in regards to not being able to make purchases. We are happy to assist them with resolving this issue as quickly as possible. **************, I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #*******).
   
  I've pasted our correspondence below for your convenience:
   
  =====================================
   
   I would like to inform you that we cannot cash out the Big Fish Points. For more information regarding Big Fish Points, please see the following help article:
   
  Big Fish Points - ******************************************************************************************
   
  Since it sounds as though you would not like to continue with your membership, we have been able to cancel this for you and you will not be charged further.
   
  In addition, I have been able to issue you a refund any charges from within the last 12 months as a courtesy. These refunds totaling $86.64 should be showing up in **** days.
   
  =====================================
   
  We are always happy to help a customer directly. **************, you are always welcome to contact Big Fish Games for any account 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 ****************** concerns with their account.
   
  Contact Us
  ***********************************************************************************************

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19923820
  
  I am rejecting this response because: You are giving me 86 dollars for 300 dollars worth of points
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/03/2023

  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.

  Depuis quelques temps, il m'est impossible d'accder un achat de manire normale. Le code se bloque.Le 21 mars, aprs pas mal de manipulations j'avais ***** commander le jeu :Adelantado trilogie book three. Vous m'avez automatiquement dbit les sommes de ***** et **** ( pourquoi 2 sommes ? ) et je n'ai reu que le jeu : "essai termin". J'aimerais tre rembourse de ces sommes .J'aimerais aussi pouvoir acheter des jeux plus facilement !Merci de vous pencher sur mon problme.31/03PAIEMENT CB DU ****** BIG FISH GAMES, CARTE 4974XXXXXXXX3307 *** 10,98USD+COMMISSION : 1,19FACTURE CARTE DU ****** BIG FISH GAMES, CARTE 4974XXXXXXXX3307 *** 10,98USD+COMMISSION : 1,19 Cette opration vous parait anormale ?Contester l'opration -11,52 31/03PAIEMENT CB DU ****** BIG FISH GAMES, CARTE 4974XXXXXXXX3307 *** ****EURFACTURE CARTE DU ****** BIG FISH GAMES, CARTE 4974XXXXXXXX3307 *** ****EUR Cette opration vous parait anormale ?Contester l'opration -**** S de Salvert

  

  Business Response

  Date: 04/08/2023

  Nous comprenons que *** de ******* a contact le BBB en ce qui concerne leur adhsion et leur compte. Nous sommes heureux de les aider rsoudre ce problme le plus rapidement possible.
  
  *** de *******,
  
  Aprs avoir examin les deux accusations que vous voyez, je peux voir que la premire est pour, tandis que la seconde est pour Adelantado Trilogy : Book Three. J'ai rembours ces deux commandes pour vous ici et ces remboursements de 9,11 sur 10,98 $ et apparatront dans 3 10 jours.
  
  Nous sommes toujours heureux d'aider un client directement. *** de *******, vous pouvez toujours contacter Big Fish Games pour tout compte, application Big Fish Games ou questions lies au jeu tout moment. l'avenir, la meilleure faon de nous joindre est de passer par notre page Contactez-nous ci-dessous. Je vous ai galement envoy un e-mail directement via notre systme de messagerie d'assistance la clientle. Si vous rpondez via ce message ou le lien ci-dessous, ce sera le moyen le plus rapide de rsoudre ce problme pour vous. Vous pouvez galement rpondre avec les informations via ce contact BBB. Nous esprons avoir rsolu les inquitudes de *** de ******* concernant son compte.
  
  Contactez-nous -
  
  ********************************************************************************************

• Initial Complaint

  Date:04/02/2023

  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.

  Date of transaction was last night in the morning hours.Seller advertised to give a bonus of game play with my loading of a specific amount. Then ignored me for 2 hours and when he responded he blocked me. My 15 dollars were lost. His agent name and page name is Ultrapanda Sweepstakes.

  

  Business Response

  Date: 04/08/2023

  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 their 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, Big Fish Games 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.
  
  Contact Us
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