I started using Big Fish a few months ago, I liked them. The issue I have is that I noticed that there seemed to be charges that I did not authorize on my account. I changed the card on my Itunes account and moved the transactions to an account where I have limited transactions so I could watch. Then I stopped making any purchases. Sure enough, I am seeing charges from Big Fish on my acocunt. I deleted the card on file in Itunes and guess what, they STILL were able to get the charges approved. My bank informed me that once they have my debit information, they may be using the card without authorization based on the Terms.
I've never been one to play games online for this very reason. The issue is that I have zero credibility against a "casino"- it's assumed I am a sore loser. Someone should report them to the federal trade commission. I feel confident theie books are not on the up and up.
I would love to know if you get this response from BIG FISH CUSTOMER SERVICE when you have not been given what you won and paid for...see their response below to my issues..Only a few of what really happened..
Hi Kristina,
I am trying not to confuse things as until am credited for these issues…I am not winning..lol that being said let me try and look at my records..
These happened in the Pharaoh room…Jan 3rd 360 chip bet 9 lines of course…7:45 or so at nit.scattered 5 and door opened and said 30 spins…When the door shut I didn’t have any spins…played and shortly after that I got 4 scatters and had about 43 Million at that time it said that I won 2.5 or 2.9 closed so fast i couldn’t completely see. It didn’t come to me i finally stopped 3 hours later so that was 10:15pm …None of these showed up when i reentered to make sure they maybe recorded then…But they didn’t.
Sorry so much to look up Kristin but I pay for fun and when i win it is more fun….right…lol
Also last nite after giving away lots of gold to others I decided to cash in for me. I had 6.06K gold I gave myself 3@ 2.5 M (1K each) I only got 5 Mil. Missed giving me the other 2.5 of my own gold.
So hope you can resolve as soon as possible..
Thank you for your help
BIG FISH RESPONSE giving me nothing of what i WON!!!
#BIGFISH #Casinosteelingourchips
Hi Libby,
Thanks for taking the time to write back with additional information! It looks like some of these issues were addressed by Jack and I can see that he's been able to credit your account for the missing spins and chips for the incident in Pharaoh's Flame.
In regards to the chip gift that was given using your gold, I can definitely check to see if everything was credited properly!
In looking into your account, I see that on January 5, four chip gifts were given for 2,500,000 chips each. I also see that on January 6, another four 2,500,000 chip gifts were given.
The first 2,500,000 chips on January 5 at 2:14 AM was given to yourself. This increased your chips from 18,143,141 to 20,643,141 chips at that time. I see that the next three chips on that day was given to a player named Dena. On January 6, two out of those four gifts of 2,500,000 chips were given to yourself. This increased your total from 2,008,591 to 7,008,591 chips. It looks those gifts did add to your account on those days.
I hope this helps explain. Feel free to reach me by replying directly to this email if there are still questions regarding this issue. Or, if there’s ever anything else you need in the future, you can always contact us by creating a new support request and we’re here to help.
Had been playing for some months on new account since I had asked big fish to get a new one was being harrased by male individuals who was offering chips in exchange of nude pictures.They did give me new account but never transferred chip & gold balance. Had been on loosing strick for exactly 36days & wasn't going to buy chips ever.my account is linked to my Facebook account friends & family would donate chips so decided I would accumulate for a while. Was commenting to someone about my luck & was tired of playing mini game & still had 23thousand tickets his reply was for me to contact customer service & ask to redeem them. Which clearly I did getting 5k per ticket getting total of 115m decided to go into Candy Crane where I hit 151m & 3rd place on tournament. Logged out to go pick up my kids from school logged in again but started loosing quickly so decided would give it a rest.
Next day I tried logging in got error message saying "account banned" proceeded to submit ticket which only reply said account banned for "unusual activity" & decision was final! Been sending emails every other day with NO reply.
Don't have the slightest idea of what I did to get banned yet again others get away with selling chips thru paypal, have multiple accounts, billionears at level 8...u got to b kidding me! If was being banned for nothing why didn't they refund my money!? Banned for no reason yet again all tickets submitted always had same response...not their fault always managed to blame on my end & never get credited for any winnings.
Been playing for a while and became a VIP member which means I spent a good deal of money purchasing chips. Bought chips the week of nov 13 th and played. Finally won a jackpot and continued to play betting 900000 a bet. When I hit big the chips would register but I started to notice the smaller hits 4.5 mil, 9 mil and 18 mil were not being credited to account. Wrote down hits date and time I was playing and filed a complaint. Got a response from Jack at customer service who I have had the unlucky pleasure of dealing with before. When he told me basically I couldn't add and there was no ploblem I started sending emails every time points did not register. My total for lost points is over 600 million or if purchased on a 3x sale about $2600. He checked the game and said I received 2 big hits so there was nothing he could do. It was not the big hits it was the small hits they hope nobody would notice that didn't add in. They have done this before and are doing it again. Others on the game noticed it also and there are a lot of complaints about this occurring on a ton of different web sites. If you buy something and the steal from you that is theft. $2600 makes it grand theft. If you call Seattle their customer complaints is a voice mail. According to what I am reading on the web they never get back to you. Company should be shut down on fraud charges. I am considering contacting an attorney to get a class action against them. They questioned my intelligence and my integrity. Now it is about principle and I will win hands down!!!
When we win and we don't get pay outs, Big Fish tells us to send them in a screen shot of the incident. Well, we ALL do, but now this is the response we are all getting and this is the response we are all sick and tired of getting. They are passing the buck on slow servers or poor connections when NONE of that is involved and we have proof of that. Below is a reponse to my letter from them on a win they are now refusing to pay me on.
Hi this is Jesse in Seattle. I see that while playing Puppies vs Kittens on November 12, 2014, you hit food bowls but weren't credited for the win. I completely understand and am going to do everything I can to sort this out.
Thank you very much for providing your friend code, the date and time the spin occurred, the time zone you're writing in from, and a screenshot of the issue.
After taking a look at your account, I was unable to see that specific spin, and see that there was some problems with the connection to our servers. Looking at your screenshot, it looks like the reels may have been frozen and not quite finished, which matches up with what the account logs are showing,
With our games, which all run over the network, there are two parts to the equation - our servers, and the connection to them. Even if our servers are all running fine, you can experience slow performance issues, freezes, or be removed from a table if the connection is interrupted.
Even if your device is showing full bars or you are on WiFi, this doesn't always mean that the connection is good and unfortunately, we have no control over the quality of that connection. We do everything we can on our end to maintain the connection and account for failure, but the "Poor connection" warnings should usually show up when the quality of the connection is poor. In general, we recommend playing in a location where you know that your connection is strong to prevent these issues.
The good news is that every spin is calculated and credited on our servers, which means that you'll receive the chips for any valid win upon regaining connection with our servers. If you don't see an amount won in the win box above the slots or a highlight of the line, this would not be a valid win, as slots that are frozen before they can stop spinning are not ultimately displaying the final result,
I would also suggest playing as close as possible to the source of the network connection while playing, and if you encounter further issues with a specific game in the app, possibly also trying a different one of our games in Big Fish Casino instead to ensure the best possible experience.
I'll also put a link to a helpful article about connection issues below for you, just in case you'd like to check it out:
Connection Problems and "Slow Network" warning
I hope I was able to help you today, Tina. If you have any other questions regarding this specific please feel free to reply directly to this email and I'll be glad to help as best I can.
Take care,
Jesse
www.BigFishGames.com
In the Pond Sunday-Thursday
I had no problem with my server, nor did I have have slow network! I also told them this with no response back from them.
On 10/25/14 I played BF Casino game won a significant 5 reels, max bet same icons which I did not receive credit for. I submitted pictures, date, time & narrative submitted ticket to CS and was told that despite having pic they were not able to verify in their logs therefore would not be able to offer a credit. This is not the first time this occured as you will note another incident further down which yielded the same results. This was the latest response after I rebutted their initial deny of claim via support ticket. Now CS wants you to jump through every imaginable hoop up to 1 week later. The amount I SHOULD have won was the problem. The pic showed 5 icons match but the win showed 0 which is inaccurate. BF doesn't post anywhere that I've found what the payouts are on slots. I've been told in the past to submit screenshots now Shaun is saying otherwise which is an example of double speak.
"
Thanks for following up, I appreciate it. We do not request screenshots for spins because, while they can at times be helpful, they ultimately provide very little context. Our logs consist of raw data, so we instead request the following:
1) Date and time of a spin (within a 5 minute window)
2) The amount it said you won
3) How many chips you had at the time
I appreciate you included the date and time, as this is easily the most important info so that we know where to start. With that info we can check our logs and make sure everything is sorted out as necessary. As it stands, the screenshot you've sent does not show a spin that we can verify in our logs because it's not the result it calculated. Everything happens on our servers: the result, the crediting of the chips, and so forth. Our servers push the results to your device, so each spin will have logged before it displays for you. If the reels do temporarily stop for any reason, this would effectively mean they haven't stopped on their own, and any spin shown would not be valid. As noted, a winning spin will have an amount and a highlight of the pay line. If it doesn't have this, it either means there was no win or the spin hadn't finished."
When I expressed concern with pic on FB wall after days of no response from CS there were countless others expressed similar experience. Before they removed the post from their FB they finally admitted to having some tech issues and offered a measly promo code for inconvenience. Their were many others who were given the same excuse and chips not credited or the situation rectified despite submitting a support tix with pics. This continually happens and most recently when I posted a frustration I am no longer able to post on FB. I guess I was banned for telling the truth and it seemed there were a large number of other people who had experienced the same therefore BFC removed the post so others couldn't reply with their experience or read what others experienced. The dialogue stream was not vicious, name calling or anything else that would have violated their "community guidelines" other than the facts as they happened which did not reflect well in the way BF treats it's customers.
I also experienced double charges against my credit card submitted to CS and as usual BF takes no responsibility. They say contact iTunes or Facebook. Hello the erroneous charges went to BF not iTunes or Facebook.
I've played BF Slots for a few years and the last several months have experienced daily technical issues ranging from wins not crediting properly, scatters earned then booted from game, icons disappearing, spinning enlessly & never stopping until it eventually boots you from the game, loading problems, freezes, sounds of one game while playing another and the list goes on. So much so that I have to play with a pen and paper to record every incident so that when I submit a support ticket I have proof.
I've submitted countless support tickets to attempt to address each incident. This results in having mulitple tickets at a time due to under performing BF servers. I always get the canned response poor connection issues, WIFI connections aren't reliable etc. I've been told that when you submit multiple tickets it slows their job down trying to link them all together. Therefore when they see multiple tickets from the same email they delete or close out all but one. They say if you have additional issues add on to existing ticket if it hasn't been responded too.
At other times they say add if it pertains to this ticket if not open new so that they can track issues. Bottom line they are talking out both sides of their mouth. The weekend of 9/26/14 - 9/29/14 I experienced at least 10 different tech issues primarily scatters not crediting amounting to close to 35M. Despite submitting pics was told they couldn't verify on their servers after research so it must be a connection problem & they don't credit for that.
There are a very select few Support reps who get it like Geoff and will go the extra mile to investigate and compensate for losses. The vast majority and most recently "Jordan" the way I have been treated basically calling me and my pics a liar has been dispicable. BF is a bunch of nacissists who seek constant validation and praise #ThankfulTuesday regardless of what kind of job they are doing.
This continually happens and most recently when I posted a frustration I am no longer able to post on FB. I guess I was banned for telling the truth and it seemed there were a number of people who had experienced the same therefore BFC removed the post. It is just not right the way BF treats customers with contempt yet will gladly take their money even double, triple charges just to line their pockets.
When you think you're buying a game for $6.99 you are acutally signing up for a monthly subscription for $6.99 a month. They will begin automatically withdrawing from your bank account or credit card every month. In my case; I didn't catch it because it's such a small amount and they have been doing it for almost 2 years. SUCKS!
BFC Big Fish Casino and particuarly senior corrupt staff member "Chris" 1 among them greasing the slimey wheels from their corporate offices to their mobile offices, with a key stroke here and key stroke there, are entirely ripping peple off. I just read from on this ripofreport com site, her rip off story re: big fish casino, and end note including "chris" whomever he is I too have got a dose of his bullsh*t in the mix with the excuses that never ever end nor will they any timesoon. Also the more I've begun posting on FBk as recently as yesterday, my BFC App is acting stranger than ever, beyond the typical ongoing site unstable perfomrnaces. EVer since I began posting on FBk and the more vocal in oppisition I've become following the last virtual 'b*tch slap" they inflicted upon me virtualy, the instiablity visually and literally via virtual 'return #'s' has made it evident to me, .....they don't care for my calling them out, not at all.
No matter what lead you to find, log into, become part of BFC community, foremost, seeking harmless fun presuminably, and as I've learned from reading from so many online, via FBk mostly, we've done so, sought out some stress rellief from our real lives simply to try and balance out the strifegoing on for many of us e.g. serious health issues, hospitalizations, divorce, job lay offs, on it goes, ......... all roads are going to lead every single 1 of us who gives in, pays our real monies to BFC, we're getting virutally pick pocketed in a very real world way.
No one cares for being wrongly accused, or cheated out of....... in my case like so many lost winnings due to technical and website instablility issues, and after "Chris" strung me along also, (and someof the names changes even if it's same peson ? I suspect anything could be possible with this BFC set up) all roads lead to no credits, no refunds, no matter what, and only excuses, only attempts to stroke a persons ego at best and even then only for a half a second, They owe me virtual millions tens of millions of chips I have detailed and reported in real time!!!!! throjugout 5+mo and after all the hoop jumping "chris" and the other names after that followed in emails, they concluded
"it's likley a network lag that's caused this issue, [...[ we will never be offering credit for this therefore] if you have any other issues please don't hesitate.....BLAH BLAH....... BFC don't ever ever give up any real money and don't expect any remote balance of fair minded game play, BFC is far and away, more criminal than the real life Vegas mob of the 50's in this 21 cenury online casino gmaing world. Big Fish Casino is NEVER to be trusted, and certainly DO NOT FEED THE GREED entrust yoru inner voice, either go find other free sites to game on and or wait each day for whatever free chips you get daily with each coputer reset to a new day, along with any promo codes crumbs that offer more free chips. If you insist on staying with BFC site but never think for a moment ever, there's anyting worth 1 ral red cent not 1 penny seriously need be spent on these people, this compnay, not for all the gaming fun & socializtion online networking fun EVER. EVER. Peace.
I have made 3 purchases to big fish casino june 2nd, sept 17th and sept 19th 2014. packages i bought were 100.00 and 249.99 each made sept 17th and sept 19th. Sept 24th my account gets banned. i cannot access my account. there is no direct live person to speak to so you must submit a request where they issues you a ticket and tell you it takes 24-72 hours to respond. In the past i have sent a few emails regarding other issues than money and each was responded to quickly and to satisfaction within 48 hours never longer. i submitted my ticket asking why they banned my account i also explained i just spent $500.00 to play this game in a span of 48 hours i would like to know what the problem is. I waited for 6 days with no response. On the 6th day sept 30th i submitted another ticket asking why they are not responding. I again told them the amount i spent the card i used and the dates i had just purchased coins and to please respond. I stated if they were not going to respond that they need to issue a refund since i paid money for something i dont have use of. All i was asking for was a reason as to why my account was banned.
After that last email i got a response the next day. 7 days im waiting for a reason. They stated after looking into the problem further-they never looked into it in the first place-we have been advised that you initiated a charge back with your credit card company for charges made sept 17 and 19th for 249.99. they also stated that since i didnt go through big fish games that they will no longer respond to any emails regarding this banned account. i finally find out the reason and the reason is completely false as i stated i even wrote them previous with no knowledge of the reason being angry that i purchased such amounts on the same dates and i felt i was being ripped off. So now i have the reason which is completely false and they are telling me i cant reply or get help with this matter. more outraged i send them another email trying to get a response that was on oct1st when i read the response that took 6 days to be sent. I told them how dare you tell me the reason and not let me tell you that it is completely a mistake on your end and at no time did i ask for a chargeback nor have received one as you state. It is your issue causing me to suffer for your mistakes in your billing. I even gave them the card i used and sent them a copy of my statements to date to show them the debits. Whats more is i used a prepaid card to make these purchases so i could keep a record of it so i wouldnt have these problems i am having. You can see i made a deposit on my card for the amount i charged each time. It show the credit and debit within an hour of each other. There is no charge back credit anywhere to be found on that statement. So i sent all that information off to rebut to their reason.
True to their word they gave me a generic response which i had never seen before. i sent that email oct 1 got a response oct 2 stating due to high volume of requests we cant get to everyones questtions. then it states afer reveiwing your request here are some answers to questions you submitted. it was a generically written letter. i got 2 of them same because i sent 2 emails. they also stated for your inconvenience we have deposited 500k in your account. it will be credited within 24hours. both emails said the same thing. it is obvious they read nothing because my accounts are banned and the questions they posted i might have had nothing to do with their fraudlent claims regarding my account. They had stated they wouldnt respond so this is what they did true to their word. How can a company make a claim and not allow the customer to respond to it especially since it is false.
So i did more research and found a direct number to the company I called it yesterday got an operator and she would not put me through to anyone. Again generic response we do not have live suuport but you can submit a voicemail and receive a ticket and they will respond by email. Well i did that got no response saying they received anything. It has been 9 days now while they hold my money and account hostage. I paid for a service they cut off. Im not talking 20 dollars im talking 500 dollars and have nothing they owe me millions in chip not to mention the social aspect of it not being able to talk with friends-this is why i purchased the coins to enjoy the social aspect of the game more than the gambling part.
ive been treated like i was accussed of murder and that it i get no defense. In this case it their error and they refuse to answer to it my account still banned and what i paid for not rendered and they are 500 dollars richer not giving what i paid for and on top of that treated like a criminal and completely unethical way of handling this matter. i have spent way too long on this matter with absolutely no resolution no help no response generic rude response its absurd. The next step will be better business bureau consumer affairs. No one who spent money no matter how much should have to go through something like this being told basically to go screw myself due to their error they wont listen or respond to. never in my life have i come across a billion dollar company actting criminally in their blatant actions of non action and stealing peoples money blatantly. I want people to know never ever buy one thing from this company. 9 days and counting they have stolen my money and do not care to look into their mistake and make me pay for something i have never done.
A few weeks ago I was having problems with my account so I sent bfc a ticket to let them no. after a week of no response I took to there facebook page and wouldn't you knw I got a email saying they were sorry and would fix my problem in 24 hrs that was three days ago. I work for my money and when I spend it I expect to get wat I paid gor. wat they are doin over at bfc is just very unprofessional maybe even criminal. I mean they took my money without giving me the goods I paid for now I can't get a win not a respond. I don't understand it I've been loyal to this site for years
For over almost 2 months I have been going back and forth with an employee of the customer service department of Big Fish Games. Of course it took my filing a complaint with the BBB to even get customer service to acknowledge my emails. Which I wrote originally regarding incorrect payouts. I actually was the one who made a mistake in how I was multiplying the way the payouts were received. Immediately upon my recognizing this I made sure to inform the BBB that I had made a mistake. I would never want to jeopardize any person or businesses reputation due to my mistake.
When I thought this was finished, and I was at fault.. I continued to play. I began noticing I was not receiving credits for my wins. Along with unauthorized transactions, harassment in the chat area including threats and hate speech, and being stalked. prior to which I began noticing that you could rarely hit 5 symbols, making the chances for hitting better payouts much much less. The game was never like this before. they gave used to actually be fun. Now they make sure you lose. Since this change they started adding their 3x chip sale their daily sales. Which only used to be available once a week. Then I hit for a few large wins and did not receive any credit for them which has happened to me before on smaller wins but really not worth making a fuss over. then when I hit the larger hits I contacted big fish. They claim that I need the exact date and time which after waiting a month and having had to contact the BBB they've continued to insult me and basically say I am a liar. they say the check their logs, and every time I am given a different excuse regarding my wins that I do not receive. I have asked numerous times can I please see these logs, I get ignored.. To no avail I've tried to work with this company. they constantly have an excuse as to why they can not credit my account. But they will keep taking money from me. When Another win of 54 million chips. I had the exact time and date. Then I was told the chips were credited to my account. The were not credited to my account
i have been been continuously treated unfair, I have countless emails showing how rudely I've been treated. This complaint could go and on!!! They continue to make excuses as to why I should not receive my chips. All of which claim I am lying. This company needs a good lesson on customer service. And is giving FAKE chips to a customer who has paid real money really grounds for calling them a liar. This company has continued to fraud countless people. Claiming their games to be based off real casino odds, no casino (being the house) keeps 100% of the money brought into the house. It is time that this company is shown for what it really is. anyone who googles this company will rarely read anything good. My saved emails are proof as to how they treat customers. And how they cheat and scam people. buyer beware... This is a total scam of a game. Good luck on getting your actual money refunded as well... They can not issue fake chips. Or your real money. Fraud and scam. And needs to be stopped.
Big Fish Games, Inc Reviews
I started using Big Fish a few months ago, I liked them. The issue I have is that I noticed that there seemed to be charges that I did not authorize on my account. I changed the card on my Itunes account and moved the transactions to an account where I have limited transactions so I could watch. Then I stopped making any purchases. Sure enough, I am seeing charges from Big Fish on my acocunt. I deleted the card on file in Itunes and guess what, they STILL were able to get the charges approved. My bank informed me that once they have my debit information, they may be using the card without authorization based on the Terms.
I've never been one to play games online for this very reason. The issue is that I have zero credibility against a "casino"- it's assumed I am a sore loser. Someone should report them to the federal trade commission. I feel confident theie books are not on the up and up.
I would love to know if you get this response from BIG FISH CUSTOMER SERVICE when you have not been given what you won and paid for...see their response below to my issues..Only a few of what really happened..
Hi Kristina,
I am trying not to confuse things as until am credited for these issues…I am not winning..lol that being said let me try and look at my records..
These happened in the Pharaoh room…Jan 3rd 360 chip bet 9 lines of course…7:45 or so at nit.scattered 5 and door opened and said 30 spins…When the door shut I didn’t have any spins…played and shortly after that I got 4 scatters and had about 43 Million at that time it said that I won 2.5 or 2.9 closed so fast i couldn’t completely see. It didn’t come to me i finally stopped 3 hours later so that was 10:15pm …None of these showed up when i reentered to make sure they maybe recorded then…But they didn’t.
Sorry so much to look up Kristin but I pay for fun and when i win it is more fun….right…lol
Also last nite after giving away lots of gold to others I decided to cash in for me. I had 6.06K gold I gave myself 3@ 2.5 M (1K each) I only got 5 Mil. Missed giving me the other 2.5 of my own gold.
So hope you can resolve as soon as possible..
Thank you for your help
BIG FISH RESPONSE giving me nothing of what i WON!!!
#BIGFISH #Casinosteelingourchips
Hi Libby,
Thanks for taking the time to write back with additional information! It looks like some of these issues were addressed by Jack and I can see that he's been able to credit your account for the missing spins and chips for the incident in Pharaoh's Flame.
In regards to the chip gift that was given using your gold, I can definitely check to see if everything was credited properly!
In looking into your account, I see that on January 5, four chip gifts were given for 2,500,000 chips each. I also see that on January 6, another four 2,500,000 chip gifts were given.
The first 2,500,000 chips on January 5 at 2:14 AM was given to yourself. This increased your chips from 18,143,141 to 20,643,141 chips at that time. I see that the next three chips on that day was given to a player named Dena. On January 6, two out of those four gifts of 2,500,000 chips were given to yourself. This increased your total from 2,008,591 to 7,008,591 chips. It looks those gifts did add to your account on those days.
I hope this helps explain. Feel free to reach me by replying directly to this email if there are still questions regarding this issue. Or, if there’s ever anything else you need in the future, you can always contact us by creating a new support request and we’re here to help.
Had been playing for some months on new account since I had asked big fish to get a new one was being harrased by male individuals who was offering chips in exchange of nude pictures.They did give me new account but never transferred chip & gold balance. Had been on loosing strick for exactly 36days & wasn't going to buy chips ever.my account is linked to my Facebook account friends & family would donate chips so decided I would accumulate for a while. Was commenting to someone about my luck & was tired of playing mini game & still had 23thousand tickets his reply was for me to contact customer service & ask to redeem them. Which clearly I did getting 5k per ticket getting total of 115m decided to go into Candy Crane where I hit 151m & 3rd place on tournament. Logged out to go pick up my kids from school logged in again but started loosing quickly so decided would give it a rest.
Next day I tried logging in got error message saying "account banned" proceeded to submit ticket which only reply said account banned for "unusual activity" & decision was final! Been sending emails every other day with NO reply.
Don't have the slightest idea of what I did to get banned yet again others get away with selling chips thru paypal, have multiple accounts, billionears at level 8...u got to b kidding me! If was being banned for nothing why didn't they refund my money!? Banned for no reason yet again all tickets submitted always had same response...not their fault always managed to blame on my end & never get credited for any winnings.
Been playing for a while and became a VIP member which means I spent a good deal of money purchasing chips. Bought chips the week of nov 13 th and played. Finally won a jackpot and continued to play betting 900000 a bet. When I hit big the chips would register but I started to notice the smaller hits 4.5 mil, 9 mil and 18 mil were not being credited to account. Wrote down hits date and time I was playing and filed a complaint. Got a response from Jack at customer service who I have had the unlucky pleasure of dealing with before. When he told me basically I couldn't add and there was no ploblem I started sending emails every time points did not register. My total for lost points is over 600 million or if purchased on a 3x sale about $2600. He checked the game and said I received 2 big hits so there was nothing he could do. It was not the big hits it was the small hits they hope nobody would notice that didn't add in. They have done this before and are doing it again. Others on the game noticed it also and there are a lot of complaints about this occurring on a ton of different web sites. If you buy something and the steal from you that is theft. $2600 makes it grand theft. If you call Seattle their customer complaints is a voice mail. According to what I am reading on the web they never get back to you. Company should be shut down on fraud charges. I am considering contacting an attorney to get a class action against them. They questioned my intelligence and my integrity. Now it is about principle and I will win hands down!!!
When we win and we don't get pay outs, Big Fish tells us to send them in a screen shot of the incident. Well, we ALL do, but now this is the response we are all getting and this is the response we are all sick and tired of getting. They are passing the buck on slow servers or poor connections when NONE of that is involved and we have proof of that. Below is a reponse to my letter from them on a win they are now refusing to pay me on.
Hi this is Jesse in Seattle. I see that while playing Puppies vs Kittens on November 12, 2014, you hit food bowls but weren't credited for the win. I completely understand and am going to do everything I can to sort this out.
Thank you very much for providing your friend code, the date and time the spin occurred, the time zone you're writing in from, and a screenshot of the issue.
After taking a look at your account, I was unable to see that specific spin, and see that there was some problems with the connection to our servers. Looking at your screenshot, it looks like the reels may have been frozen and not quite finished, which matches up with what the account logs are showing,
With our games, which all run over the network, there are two parts to the equation - our servers, and the connection to them. Even if our servers are all running fine, you can experience slow performance issues, freezes, or be removed from a table if the connection is interrupted.
Even if your device is showing full bars or you are on WiFi, this doesn't always mean that the connection is good and unfortunately, we have no control over the quality of that connection. We do everything we can on our end to maintain the connection and account for failure, but the "Poor connection" warnings should usually show up when the quality of the connection is poor. In general, we recommend playing in a location where you know that your connection is strong to prevent these issues.
The good news is that every spin is calculated and credited on our servers, which means that you'll receive the chips for any valid win upon regaining connection with our servers. If you don't see an amount won in the win box above the slots or a highlight of the line, this would not be a valid win, as slots that are frozen before they can stop spinning are not ultimately displaying the final result,
I would also suggest playing as close as possible to the source of the network connection while playing, and if you encounter further issues with a specific game in the app, possibly also trying a different one of our games in Big Fish Casino instead to ensure the best possible experience.
I'll also put a link to a helpful article about connection issues below for you, just in case you'd like to check it out:
Connection Problems and "Slow Network" warning
I hope I was able to help you today, Tina. If you have any other questions regarding this specific please feel free to reply directly to this email and I'll be glad to help as best I can.
Take care,
Jesse
www.BigFishGames.com
In the Pond Sunday-Thursday
I had no problem with my server, nor did I have have slow network! I also told them this with no response back from them.
On 10/25/14 I played BF Casino game won a significant 5 reels, max bet same icons which I did not receive credit for. I submitted pictures, date, time & narrative submitted ticket to CS and was told that despite having pic they were not able to verify in their logs therefore would not be able to offer a credit. This is not the first time this occured as you will note another incident further down which yielded the same results. This was the latest response after I rebutted their initial deny of claim via support ticket. Now CS wants you to jump through every imaginable hoop up to 1 week later. The amount I SHOULD have won was the problem. The pic showed 5 icons match but the win showed 0 which is inaccurate. BF doesn't post anywhere that I've found what the payouts are on slots. I've been told in the past to submit screenshots now Shaun is saying otherwise which is an example of double speak.
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Thanks for following up, I appreciate it. We do not request screenshots for spins because, while they can at times be helpful, they ultimately provide very little context. Our logs consist of raw data, so we instead request the following:
1) Date and time of a spin (within a 5 minute window)
2) The amount it said you won
3) How many chips you had at the time
I appreciate you included the date and time, as this is easily the most important info so that we know where to start. With that info we can check our logs and make sure everything is sorted out as necessary. As it stands, the screenshot you've sent does not show a spin that we can verify in our logs because it's not the result it calculated. Everything happens on our servers: the result, the crediting of the chips, and so forth. Our servers push the results to your device, so each spin will have logged before it displays for you. If the reels do temporarily stop for any reason, this would effectively mean they haven't stopped on their own, and any spin shown would not be valid. As noted, a winning spin will have an amount and a highlight of the pay line. If it doesn't have this, it either means there was no win or the spin hadn't finished."
When I expressed concern with pic on FB wall after days of no response from CS there were countless others expressed similar experience. Before they removed the post from their FB they finally admitted to having some tech issues and offered a measly promo code for inconvenience. Their were many others who were given the same excuse and chips not credited or the situation rectified despite submitting a support tix with pics. This continually happens and most recently when I posted a frustration I am no longer able to post on FB. I guess I was banned for telling the truth and it seemed there were a large number of other people who had experienced the same therefore BFC removed the post so others couldn't reply with their experience or read what others experienced. The dialogue stream was not vicious, name calling or anything else that would have violated their "community guidelines" other than the facts as they happened which did not reflect well in the way BF treats it's customers.
I also experienced double charges against my credit card submitted to CS and as usual BF takes no responsibility. They say contact iTunes or Facebook. Hello the erroneous charges went to BF not iTunes or Facebook.
I've played BF Slots for a few years and the last several months have experienced daily technical issues ranging from wins not crediting properly, scatters earned then booted from game, icons disappearing, spinning enlessly & never stopping until it eventually boots you from the game, loading problems, freezes, sounds of one game while playing another and the list goes on. So much so that I have to play with a pen and paper to record every incident so that when I submit a support ticket I have proof.
I've submitted countless support tickets to attempt to address each incident. This results in having mulitple tickets at a time due to under performing BF servers. I always get the canned response poor connection issues, WIFI connections aren't reliable etc. I've been told that when you submit multiple tickets it slows their job down trying to link them all together. Therefore when they see multiple tickets from the same email they delete or close out all but one. They say if you have additional issues add on to existing ticket if it hasn't been responded too.
At other times they say add if it pertains to this ticket if not open new so that they can track issues. Bottom line they are talking out both sides of their mouth. The weekend of 9/26/14 - 9/29/14 I experienced at least 10 different tech issues primarily scatters not crediting amounting to close to 35M. Despite submitting pics was told they couldn't verify on their servers after research so it must be a connection problem & they don't credit for that.
There are a very select few Support reps who get it like Geoff and will go the extra mile to investigate and compensate for losses. The vast majority and most recently "Jordan" the way I have been treated basically calling me and my pics a liar has been dispicable. BF is a bunch of nacissists who seek constant validation and praise #ThankfulTuesday regardless of what kind of job they are doing.
This continually happens and most recently when I posted a frustration I am no longer able to post on FB. I guess I was banned for telling the truth and it seemed there were a number of people who had experienced the same therefore BFC removed the post. It is just not right the way BF treats customers with contempt yet will gladly take their money even double, triple charges just to line their pockets.
When you think you're buying a game for $6.99 you are acutally signing up for a monthly subscription for $6.99 a month. They will begin automatically withdrawing from your bank account or credit card every month. In my case; I didn't catch it because it's such a small amount and they have been doing it for almost 2 years. SUCKS!
BFC Big Fish Casino and particuarly senior corrupt staff member "Chris" 1 among them greasing the slimey wheels from their corporate offices to their mobile offices, with a key stroke here and key stroke there, are entirely ripping peple off. I just read from on this ripofreport com site, her rip off story re: big fish casino, and end note including "chris" whomever he is I too have got a dose of his bullsh*t in the mix with the excuses that never ever end nor will they any timesoon. Also the more I've begun posting on FBk as recently as yesterday, my BFC App is acting stranger than ever, beyond the typical ongoing site unstable perfomrnaces. EVer since I began posting on FBk and the more vocal in oppisition I've become following the last virtual 'b*tch slap" they inflicted upon me virtualy, the instiablity visually and literally via virtual 'return #'s' has made it evident to me, .....they don't care for my calling them out, not at all.
No matter what lead you to find, log into, become part of BFC community, foremost, seeking harmless fun presuminably, and as I've learned from reading from so many online, via FBk mostly, we've done so, sought out some stress rellief from our real lives simply to try and balance out the strifegoing on for many of us e.g. serious health issues, hospitalizations, divorce, job lay offs, on it goes, ......... all roads are going to lead every single 1 of us who gives in, pays our real monies to BFC, we're getting virutally pick pocketed in a very real world way.
No one cares for being wrongly accused, or cheated out of....... in my case like so many lost winnings due to technical and website instablility issues, and after "Chris" strung me along also, (and someof the names changes even if it's same peson ? I suspect anything could be possible with this BFC set up) all roads lead to no credits, no refunds, no matter what, and only excuses, only attempts to stroke a persons ego at best and even then only for a half a second, They owe me virtual millions tens of millions of chips I have detailed and reported in real time!!!!! throjugout 5+mo and after all the hoop jumping "chris" and the other names after that followed in emails, they concluded
"it's likley a network lag that's caused this issue, [...[ we will never be offering credit for this therefore] if you have any other issues please don't hesitate.....BLAH BLAH....... BFC don't ever ever give up any real money and don't expect any remote balance of fair minded game play, BFC is far and away, more criminal than the real life Vegas mob of the 50's in this 21 cenury online casino gmaing world. Big Fish Casino is NEVER to be trusted, and certainly DO NOT FEED THE GREED entrust yoru inner voice, either go find other free sites to game on and or wait each day for whatever free chips you get daily with each coputer reset to a new day, along with any promo codes crumbs that offer more free chips. If you insist on staying with BFC site but never think for a moment ever, there's anyting worth 1 ral red cent not 1 penny seriously need be spent on these people, this compnay, not for all the gaming fun & socializtion online networking fun EVER. EVER. Peace.
I have made 3 purchases to big fish casino june 2nd, sept 17th and sept 19th 2014. packages i bought were 100.00 and 249.99 each made sept 17th and sept 19th. Sept 24th my account gets banned. i cannot access my account. there is no direct live person to speak to so you must submit a request where they issues you a ticket and tell you it takes 24-72 hours to respond. In the past i have sent a few emails regarding other issues than money and each was responded to quickly and to satisfaction within 48 hours never longer. i submitted my ticket asking why they banned my account i also explained i just spent $500.00 to play this game in a span of 48 hours i would like to know what the problem is. I waited for 6 days with no response. On the 6th day sept 30th i submitted another ticket asking why they are not responding. I again told them the amount i spent the card i used and the dates i had just purchased coins and to please respond. I stated if they were not going to respond that they need to issue a refund since i paid money for something i dont have use of. All i was asking for was a reason as to why my account was banned.
After that last email i got a response the next day. 7 days im waiting for a reason. They stated after looking into the problem further-they never looked into it in the first place-we have been advised that you initiated a charge back with your credit card company for charges made sept 17 and 19th for 249.99. they also stated that since i didnt go through big fish games that they will no longer respond to any emails regarding this banned account. i finally find out the reason and the reason is completely false as i stated i even wrote them previous with no knowledge of the reason being angry that i purchased such amounts on the same dates and i felt i was being ripped off. So now i have the reason which is completely false and they are telling me i cant reply or get help with this matter. more outraged i send them another email trying to get a response that was on oct1st when i read the response that took 6 days to be sent. I told them how dare you tell me the reason and not let me tell you that it is completely a mistake on your end and at no time did i ask for a chargeback nor have received one as you state. It is your issue causing me to suffer for your mistakes in your billing. I even gave them the card i used and sent them a copy of my statements to date to show them the debits. Whats more is i used a prepaid card to make these purchases so i could keep a record of it so i wouldnt have these problems i am having. You can see i made a deposit on my card for the amount i charged each time. It show the credit and debit within an hour of each other. There is no charge back credit anywhere to be found on that statement. So i sent all that information off to rebut to their reason.
True to their word they gave me a generic response which i had never seen before. i sent that email oct 1 got a response oct 2 stating due to high volume of requests we cant get to everyones questtions. then it states afer reveiwing your request here are some answers to questions you submitted. it was a generically written letter. i got 2 of them same because i sent 2 emails. they also stated for your inconvenience we have deposited 500k in your account. it will be credited within 24hours. both emails said the same thing. it is obvious they read nothing because my accounts are banned and the questions they posted i might have had nothing to do with their fraudlent claims regarding my account. They had stated they wouldnt respond so this is what they did true to their word. How can a company make a claim and not allow the customer to respond to it especially since it is false.
So i did more research and found a direct number to the company I called it yesterday got an operator and she would not put me through to anyone. Again generic response we do not have live suuport but you can submit a voicemail and receive a ticket and they will respond by email. Well i did that got no response saying they received anything. It has been 9 days now while they hold my money and account hostage. I paid for a service they cut off. Im not talking 20 dollars im talking 500 dollars and have nothing they owe me millions in chip not to mention the social aspect of it not being able to talk with friends-this is why i purchased the coins to enjoy the social aspect of the game more than the gambling part.
ive been treated like i was accussed of murder and that it i get no defense. In this case it their error and they refuse to answer to it my account still banned and what i paid for not rendered and they are 500 dollars richer not giving what i paid for and on top of that treated like a criminal and completely unethical way of handling this matter. i have spent way too long on this matter with absolutely no resolution no help no response generic rude response its absurd. The next step will be better business bureau consumer affairs. No one who spent money no matter how much should have to go through something like this being told basically to go screw myself due to their error they wont listen or respond to. never in my life have i come across a billion dollar company actting criminally in their blatant actions of non action and stealing peoples money blatantly. I want people to know never ever buy one thing from this company. 9 days and counting they have stolen my money and do not care to look into their mistake and make me pay for something i have never done.
A few weeks ago I was having problems with my account so I sent bfc a ticket to let them no. after a week of no response I took to there facebook page and wouldn't you knw I got a email saying they were sorry and would fix my problem in 24 hrs that was three days ago. I work for my money and when I spend it I expect to get wat I paid gor. wat they are doin over at bfc is just very unprofessional maybe even criminal. I mean they took my money without giving me the goods I paid for now I can't get a win not a respond. I don't understand it I've been loyal to this site for years
For over almost 2 months I have been going back and forth with an employee of the customer service department of Big Fish Games. Of course it took my filing a complaint with the BBB to even get customer service to acknowledge my emails. Which I wrote originally regarding incorrect payouts. I actually was the one who made a mistake in how I was multiplying the way the payouts were received. Immediately upon my recognizing this I made sure to inform the BBB that I had made a mistake. I would never want to jeopardize any person or businesses reputation due to my mistake.
When I thought this was finished, and I was at fault.. I continued to play. I began noticing I was not receiving credits for my wins. Along with unauthorized transactions, harassment in the chat area including threats and hate speech, and being stalked. prior to which I began noticing that you could rarely hit 5 symbols, making the chances for hitting better payouts much much less. The game was never like this before. they gave used to actually be fun. Now they make sure you lose. Since this change they started adding their 3x chip sale their daily sales. Which only used to be available once a week. Then I hit for a few large wins and did not receive any credit for them which has happened to me before on smaller wins but really not worth making a fuss over. then when I hit the larger hits I contacted big fish. They claim that I need the exact date and time which after waiting a month and having had to contact the BBB they've continued to insult me and basically say I am a liar. they say the check their logs, and every time I am given a different excuse regarding my wins that I do not receive. I have asked numerous times can I please see these logs, I get ignored.. To no avail I've tried to work with this company. they constantly have an excuse as to why they can not credit my account. But they will keep taking money from me. When Another win of 54 million chips. I had the exact time and date. Then I was told the chips were credited to my account. The were not credited to my account
i have been been continuously treated unfair, I have countless emails showing how rudely I've been treated. This complaint could go and on!!! They continue to make excuses as to why I should not receive my chips. All of which claim I am lying. This company needs a good lesson on customer service. And is giving FAKE chips to a customer who has paid real money really grounds for calling them a liar. This company has continued to fraud countless people. Claiming their games to be based off real casino odds, no casino (being the house) keeps 100% of the money brought into the house. It is time that this company is shown for what it really is. anyone who googles this company will rarely read anything good. My saved emails are proof as to how they treat customers. And how they cheat and scam people. buyer beware... This is a total scam of a game. Good luck on getting your actual money refunded as well... They can not issue fake chips. Or your real money. Fraud and scam. And needs to be stopped.