I am not ms. [redacted] and my complaint is not about Zuma delux.
I mrs. [redacted] and my complaint is about Gummy drop, therefore, I have no idea what this message is about.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to your Big Fish Casino account being disabled. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our...
website about this issue. After doing some research, it appears that we responded on March 16th, 2016, (Incident# [redacted] I've included our response below:
[redacted]
Hello [redacted],
Thank you for taking the time to call me today and verify your age over the phone. It was a pleasure meeting and wish it was under better circumstances as I understand what your family is going through dealing with your most recent loss.
As we've been able to verify your age now, I've been able to unblock your Big Fish Casino account, and the documents we were sent have been disposed of to ensure your security.
Additionally, I've been able to add 1,000,000 chips to your account for the inconvenience, taking your total from 10,170,509 to 11,170,509 as of this writing.
Over the phone, I mentioned I wanted to make sure you did not lose your position on receiving your daily reward level. Please do not hesitate to reply if you notice that your daily reward position has been reset, so I can take care of that for you.
I hope this helps, and that you have a great rest of the week.
Warm Regards,
Tonywww.BigFishGames.comSwimming in the pond Monday – Friday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that [redacted] has contacted the Revdex.com in regards to his Big Fish Casino account. We are happy to assist with resolving this issue as quick as possible.
It appears that [redacted] has already contacted us directly through our website about this issue....
After doing some research, it appears that we responded on May 2nd, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hello,
This is Byron S[redacted], I'm one of the VIP Managers here at Big Fish Casino. I was recently notified about your account receiving a warning for violating our Terms of Use.
Please keep in mind the only legitimate way to purchase chips is from the app store itself. Due to repeated violations, your account has been permanently banned. We have nothing further to add about this and further emails about this will not be addressed.
Kind regards,
Byron S[redacted]VIP ManagerBig Fish Casino
[redacted]
Because the account has been banned for violating our Terms of Use, we are not able to fulfill [redacted]'s requests. I have included the Terms of Use below for review:
http://www.bigfishgames.com/company/terms.html
We are always happy to help a customer directly. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I still don't have an outcome. I have provided the business with the information they have requested. Until I see the charges reversed, this case is not closed. Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to technical issues with their games. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about this issue. After doing some research, it appears that we responded on Aug. 31st, 2016 (Incident# [redacted]). I've included our response below:[redacted]Hello [redacted],This is Sam in Seattle. Thank you so much for writing in. It sounds like a number of games, including Big City Adventure: Rio de Janeiro and I Spy Fantasy, are having display issues that prevent them from being played. I certainly understand wanting to resolve this as quickly as possible, so I'll definitely provide some help right away.I’ll need to gather some information using Dr. Felix, our Big Fish Games diagnostic tool. With the help of Dr. Felix, I’ll be able to review your current configuration and see if any updates are necessary. To get started, click the link below and follow the steps: [redacted]">Click here to download Dr. Felix</a></as-html><as-html><ol><li>Select <b>Run</b> or <b>Save File</b> to download the Dr. Felix file to your desktop.</li><li>Next, open the <b>DrFelixBigFish</b> file. </li><li>Once you’ve agreed to the terms, Dr. Felix will start gathering information.</li><li>When Dr. Felix is finished, click the <b>Close</b> button. </li><li>A yellow .zip file, named <b>DrFelixResults</b> will save to your desktop.</li><li>Reply to this message and include the yellow .zip file ('DrFelixResults') as an attachment. For instructions on how to attach a file to an email, please see the following help article:</li></ol></as-html><as-html><a href="https://www.bigfishgames.com/help/?rn=167">Attach a File to Your Email</a></as-html> It'd also be helpful to have some more information that will help me pinpoint the cause of the problem. Please reply with the following information:1. When exactly did the error or problem occur? 2. If you received an error message, what does it say? 3. Any recent changes to your system (anti-virus update, new hardware…) ? You can send me this information by replying directly to this email. Please don't hesitate to include any additional questions you have. I'll be waiting here to help you in anyway I can! I hope this email finds you well, and please have a lovely day.Best,Samwww.BigFishGames.com Swimming in the pond Sunday - Thursday[redacted]We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue. Contact Us [redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on July 23th, 2016 (Incident[redacted]). I've included our response below:
[redacted]
Hey there [redacted],
This is Kailey in Seattle, Thank you for writing to us! I see that you've been charged again on your credit card even though you cancelled your Big Fish Game Club Membership 2 months ago. I can definitely look into this for you.
After looking in our system, I was able to locate your account under [redacted]@aol.com, but was unable to find any recent charges to this account. Using the account information under [redacted]@aol.com, I continued searching our system and located another account under [redacted]@aim.com, which is where the charges are coming from.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of Gotcha: Celebrity Secrets on Gotcha: Celebrity Secrets from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
Since this membership is under an unused account, I've canceled it and you will not be charged for this service again. I've also reimbursed you for 12 months of charges to this account, and a refund of 83.88 (USD) will show up in about 3-10 days.
Even after the refunds, there are still remaining Game Club credits on your account that can be used for games. Every month you were charged for the membership a credit was added to this account, and there's currently 67 left which will expire in 180 days. I want you to be able to get games with these credits under your current account and email address (instead of the alternate account they’re under), so I’ve listed them below, in code form.
Game Club credits:
[redacted]
Credits are easy to use, but do expire on January 19, 2017, so make sure to use them soon! It’s important to note, when credits are used in code form (instead of automatically through the account they’re assigned to), they can only be redeemed for standard version games. To use the credits, just select to buy a game and paste or enter the code (exactly as it appears, including dashes) on the shopping cart page, then press the <as-html><b>Apply</b></as-html> button. For step by step instructions on using a coupon code please refer to the following help article:
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=952">Using a Coupon Code</a></as-html>
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
I hope I was able to help you with this today. By all means, please respond back to this email if you have any other questions or concerns.
All the best,
Kaileywww.BigFishGames.comSwimming in the Pond Tuesday-Saturday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’ concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Mr./Ms. [redacted] has contacted the Revdex.com in regards to an $9.99 charge on their Big Fish account. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us...
directly through our website about this issue. After doing some research, it appears that we responded on June 28th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hello [redacted],
This is Sam in Seattle. Thank you so much for writing in. It sounds like your Big Fish Game Club membership has been cancelled; it also sounds like a charge for 9.99 USD was made to your PayPal account on June 25, 2016, when Game Club credits should've been used to purchase Pirate Chronicles Collector's Edition. I definitely understand being disappointed by an unexpected charge, so I'll totally look into this right away.
I was able to locate the purchase of Pirate Chronicles Collector's Edition on June 25, 2016, and I can see the transaction charged your card 9.99 USD instead of using a Game Club credit. I can definitely explain what happened during this purchase.
It looks like a promotional code, WEEKEND, was applied to Pirate Chronicles Collector's Edition and discounted it to 9.99 USD. Game Club credits are only able to be used for regularly priced games, and are unable to be partially used. Once a promotional code is applied to a game, the credit is removed from the shopping cart.
While the Cart always tries to give you the best deal, we definitely understand that sometimes you just want to use a credit, even if a promotion is happening. In those cases, simply click the <as-html><b>x</b></as-html> next to the unwanted promotional code. The code will be removed, and the credit will automatically apply like normal.
I don't want you to pay the full price for Pirate Chronicles Collector's Edition, so I've gone ahead and refunded the purchase. A refund of 9.99 USD will show up in your account in about 3-10 days. I've gone ahead and issued you a coupon code for a Collector's Edition and have included it below.
[redacted]
This coupon is easy to use and expires on June 30, 2017. Just select to buy a Collector's Edition and paste or enter the code (exactly as it appears) into the <as-html><b>Have a coupon code?</b></as-html> box on the shopping cart page, then click the <as-html><b>Apply</b></as-html> button. To copy the code, highlight the code, then hold the Ctrl key while pressing C to copy. To paste, click your mouse where you want the text pasted and then hold the Ctrl key while pressing V. For step by step instructions on using a coupon code, please take a look at the following help article:
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=952">Using a Coupon Code</a></as-html>
In case you'd like to purchase Pirate Chronicles Collector's Edition again, I've included a link to the Collector's Edition's page below.
<as-html><a href="Pirate'>http://www.bigfishgames.com/games/11428/pirate-chronicles-colle...⇄ Chronicles Collector's Edition</a></as-html>
Also, if you ever choose to reactivate your Game Club membership, the help article below will guide you through the process.
<as-html><a href="Reactivate'>https://www.bigfishgames.com/help/?rn=927">Reactivate Big Fish Game Club</a></as-html>
I hope I was able to provide help today, [redacted]. If you have any more questions, please don't hesitate to ask them by replying directly to this email. I will gladly help you in whatever way I can. Please have a lovely day.
Best,
Samwww.BigFishGames.com Swimming in the pond Sunday - Thursday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that [redacted] [redacted] has contacted the Revdex.com in regards to an. We are happy to assist with resolving this issue as quickly as possible. [redacted] [redacted], My name is [redacted], I’m one of the Senior Customer Support Representatives here at Big Fish. I’d...
like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.I understand that you're seeing a monthly charge from us and aren't sure why. It sounds like that a Game Club membership might be involved. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the monthly $6.99 is charged to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.I understand that it was not necessarily your intent to have this membership, so if you like, I can cancel your Game Club membership. I checked our system, and found an account with the [redacted] e-mail address. However, I'm unable to find an account under that address. Is it possible that the membership is on an account with a different e-mail address? In order to locate the account in question, I’ll need you to send me the following information:1) First 6 and last 4 digits of the card that was charged Example: 1234 56XX XXXX 7890 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing addressOnce I have this information, I can start working towards locating those charges and getting this matter resolved for you.We are always happy to help a customer directly. [redacted] [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted] [redacted] concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings, This is [redacted] again with Big Fish. Ms. [redacted]'s account was banned for violating our Terms of Use. I've included a link below for Ms. [redacted] to review:<as-html><a href="http://www.bigfishgames.com/company/terms.html">Big Fish Terms of Use</a></as-html>It appears that we have addressed all of Ms. [redacted]'s previous concerns and have nothing further to add. We do encourage them to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because: it did not resolve the issue and once again this has been going on for a month now and I responded to this response right away when it did not work
and have not heard back from them again. they state response time is 24-72 hours and it took contacting you to get them to answer this time. basically problem is still not fixed. and that is what
I want done. they sent one other response and offered a free game coupon and me starting a new account but as I answered that email (and have not gotten any response) is I have over 95 games that I have on this account and one coupon would not allow me to play those games. these games were 6.00 or 13.99 apiece so I do not want to loose them by starting a new account.
We understand that Ms. [redacted] has contacted the Revdex.com in regards to not receiving games she has purchased. We are happy to assist Ms. [redacted] with resolving this issue as quick as possible. Our games are available digitally on our site and can be downloaded at any time. To download a...
purchased game, visit your Purchase History and follow the simple steps below: Purchase History: https://store.bigfishgames.com/my_account/my_purchase_history.php 1. Find the game you wish to install and click the Install Now button. 2. If prompted, select to Run or Open the file and the download will begin. Please see the following help article for more information: Reinstall a Purchased Game: https://bigfishgames.zendesk.com/hc/en-us/articles/230170448 I looked up the email provided in this contact, but I was unable to find any purchases on the account. It sounds possible that the games were purchased through a retailer or using a different email account. The best way to look into this further and find your games will be through our support site. I have gone ahead and created a support ticket for you to make the process easier. We are always happy to help a customer directly. Ms. [redacted], 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 that Contact Us Page that we’ve linked below. If you reply through that message we sent through our email system, or the link below, we can quickly work together to make sure this matter is addressed. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. We hope that we have resolved Ms. [redacted]’s concerns with this information we’ve sent via email. Contact Us https://bigfishgames.zendesk.com/hc/en-us/articles/230538107
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Complaint: [redacted]I am rejecting this response because:
1. Big Fish has failed to properly address my case in several ways:
a. I mentioned that the exact date and time on that this incident occurred was on June 3rd at 3:47 p.m. CST. I provided this information to their customer service personnel (through email) on June 3rd, June 8th, June 11th, and June 14th-- that's a total of FOUR times. On June 13th, Tiara responded in an email that she went into the logs to look for wins at 3:57 p.m. CST. This is a 10 minute difference! On a slot machine, this 10 minute gap could be hundreds of spins off. Of course she will not find the problem I am talking about if she is looking at spins that are 10 minutes off. I appreciate her taking the effort to look into the logs, but she failed to do so for the time that I provided to them on 4 separate occasions. I responded that she had the time wrong, and gave it to her again, but I have still yet to hear back.
b. I have been told multiple times that the logs for the game are very extensive, recording great amounts of data for each spin. To look for the win that was not paid out to me would require a great amount of time. And with the way that my case has already been handled, I am assuming that time is not something that is in great supply at Big Fish headquarters. So rather than taking the time to look for the problem that occurred and make it right with the customer, Big Fish has just given me a generic response, a meager amount of chips, and passed me over. In my opinion, this is just an awful way to treat a customer.
2. Big Fish has openly admitted to there being a problem with the game but have not taken responsibility for this, or made an attempt to make it right with me. On June 10th, in an email from Tiara, I was told that sometimes "a spin result may appear on the screen that is not recorded in their logs." If this is what happened in my situation, it is a fault of the design and development of the game, and I should not be the one to take the hit for this. If this game were free, that would be a different story; however, it is not free and I pay thousands of dollars to play this game.
3. Big Fish has not responded in a timely manner. They do not reply within the specified time that they provide, and when they do reply, many times it is a generic response that has nothing to do with the problem I have reported. I have been trying to have this complaint resolved with their customer service for weeks now. I have been shifted from person to person. Each time, the new person fails to read the emails that have previously been sent and I am asked questions that I have already answered. This just causes me to wait several more days for another response. I have asked for a phone number several times so that I can speak with someone that can look into my issue with me on the phone explaining things, but I have not been given one. It is clear that they do not have the staff support available to handle matters effectively.
This issue is not resolved because I have not been given compensation for my win. I would really appreciate Big Fish taking the time to look into my problem, searching the logs for the win at the time and date I have provided them on multiple occasions, and crediting my account for the difference in chips I have not received. I expect that any reputable business would make the situation right with the customer. Big Fish does not have a disclaimer when customers buy chip packages stating that they may not always receive credit for their wins. If this is not made right, this is a scam. I am not the only customer that spends thousands on this game.
Sincerely,[redacted]
Greetings, This is Jon again with Big Fish. As we have stated, we no longer offer support via the phone. We are simply not set up to offer customer support in that fashion. We have also explained that in order to make sure we have the right account, and to verify that it belongs to Ms. [redacted], we need her to provide certain pieces of information. We understand that she may have provided that information in the past, but for security reasons, we still require the information asked for in our emails before we can grant access. If Ms. [redacted] could reply to the last email sent (Incident# [redacted]) we could get this resolved for her.It appears that we have addressed all of Ms. [redacted]' previous concerns and have nothing further to add. We do encourage Ms. [redacted]' to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand Ms. [redacted] has contacted the Revdex.com in regards to problems accessing her account. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish. I’d like to start...
things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you're having problems getting into your Big Fish account. I can help you with this. I've gone ahead with resetting your password. The sign in information is: E-mail Address: [redacted]@msn.comPassword: [redacted] Once you have successfully logged in, to reset your password to something that you can remember, just follow these steps: 1. Click on your user name ([redacted]) and in the drop down menu, select Account Info2. Under the Password section, click the Edit button and put in what you want your password to be.3. Make sure that you click “Save Changes”. You can then use your new password to log-in. Once you're signed in, you can then go to the Purchase History of your account to reinstall your games. Below is a link with detailed information about this procedure.
<as-html><a href="Reinstall'>https://www.bigfishgames.com/help/?rn=459">Reinstall a Purchased Game </a></as-html>
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to accessing their Big Fish account. We are happy to assist with resolving this issue as quickly as possible.
Mr. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you're having problems accessing your Big Fish account. You mentioned that it's under an older email address. I can help you with this. In order to locate your account, please provide as much of the following information as possible.
1) First 6/last 4 digits of the card that was recently charged Example: 1234 56XX XXXX 7890 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing address
Once I have that information, I'll be able to start working on getting you into your account.
We are always happy to help a customer directly. Mr. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to her Big Fish Casino account. We are happy to assist with resolving this issue as quick as possible. It appears that [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on Dec. 28th, 2016, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted],My name is [redacted] and I am one of the managers here in Big Fish Customer Support.I wanted to let you know that we treat all of our customers with respect and we ask that our customers return that same respect. With that said, any further emails including explicit language will not be replied to. Additionally, we take abusive and/or threatening language very seriously, as it is against our Terms of Use. If any further emails or incidents are sent to Customer Support with such language, your Big Fish Casino account will receive a permanent ban for the Terms of Use violations.You can review our full Terms of Use here: [redacted]Thank you,[redacted]www.BigFishGames.comSwimming in the pond Monday - Friday[redacted]I can see from previous incidents that we have explained that our odds are the same for everyone and are based off actual casino odds. We do not alter these odds. Looking through the following the emails, the abusive language continued which resulted in the ban being put in place. We are always happy to help a customer directly. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted]’s concerns with this issue.
Greetings,
This is Jon again with Big Fish.
As previously explained, the connection issue Ms. [redacted] is referring to isn't something that is necessarily caused by our servers or her device. The connection issue could have been caused by any number things between their device and our servers. We have no control over those issues.
As confirmed by our VIP manager and our logs, those chips were lost to normal gameplay. We have already credited the account 20 million chips as a courtesy. We're unable to credit accounts for chips lost during normal gameplay.
It appears that we have addressed all of Ms. [redacted] previous concerns and have nothing further to add.
We do encourage Ms. [redacted] to contact us directly if he has any new issues to discuss. We are more than happy to help.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
I am not ms. [redacted] and my complaint is not about Zuma delux.
I mrs. [redacted] and my complaint is about Gummy drop, therefore, I have no idea what this message is about.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to your Big Fish Casino account being disabled. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our...
website about this issue. After doing some research, it appears that we responded on March 16th, 2016, (Incident# [redacted] I've included our response below:
[redacted]
Hello [redacted],
Thank you for taking the time to call me today and verify your age over the phone. It was a pleasure meeting and wish it was under better circumstances as I understand what your family is going through dealing with your most recent loss.
As we've been able to verify your age now, I've been able to unblock your Big Fish Casino account, and the documents we were sent have been disposed of to ensure your security.
Additionally, I've been able to add 1,000,000 chips to your account for the inconvenience, taking your total from 10,170,509 to 11,170,509 as of this writing.
Over the phone, I mentioned I wanted to make sure you did not lose your position on receiving your daily reward level. Please do not hesitate to reply if you notice that your daily reward position has been reset, so I can take care of that for you.
I hope this helps, and that you have a great rest of the week.
Warm Regards,
Tonywww.BigFishGames.comSwimming in the pond Monday – Friday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that [redacted] has contacted the Revdex.com in regards to his Big Fish Casino account. We are happy to assist with resolving this issue as quick as possible.
It appears that [redacted] has already contacted us directly through our website about this issue....
After doing some research, it appears that we responded on May 2nd, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hello,
This is Byron S[redacted], I'm one of the VIP Managers here at Big Fish Casino. I was recently notified about your account receiving a warning for violating our Terms of Use.
Please keep in mind the only legitimate way to purchase chips is from the app store itself. Due to repeated violations, your account has been permanently banned. We have nothing further to add about this and further emails about this will not be addressed.
Kind regards,
Byron S[redacted]VIP ManagerBig Fish Casino
[redacted]
Because the account has been banned for violating our Terms of Use, we are not able to fulfill [redacted]'s requests. I have included the Terms of Use below for review:
http://www.bigfishgames.com/company/terms.html
We are always happy to help a customer directly. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I still don't have an outcome. I have provided the business with the information they have requested. Until I see the charges reversed, this case is not closed. Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to technical issues with their games. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about this issue. After doing some research, it appears that we responded on Aug. 31st, 2016 (Incident# [redacted]). I've included our response below:[redacted]Hello [redacted],This is Sam in Seattle. Thank you so much for writing in. It sounds like a number of games, including Big City Adventure: Rio de Janeiro and I Spy Fantasy, are having display issues that prevent them from being played. I certainly understand wanting to resolve this as quickly as possible, so I'll definitely provide some help right away.I’ll need to gather some information using Dr. Felix, our Big Fish Games diagnostic tool. With the help of Dr. Felix, I’ll be able to review your current configuration and see if any updates are necessary. To get started, click the link below and follow the steps: [redacted]">Click here to download Dr. Felix</a></as-html><as-html><ol><li>Select <b>Run</b> or <b>Save File</b> to download the Dr. Felix file to your desktop.</li><li>Next, open the <b>DrFelixBigFish</b> file. </li><li>Once you’ve agreed to the terms, Dr. Felix will start gathering information.</li><li>When Dr. Felix is finished, click the <b>Close</b> button. </li><li>A yellow .zip file, named <b>DrFelixResults</b> will save to your desktop.</li><li>Reply to this message and include the yellow .zip file ('DrFelixResults') as an attachment. For instructions on how to attach a file to an email, please see the following help article:</li></ol></as-html><as-html><a href="https://www.bigfishgames.com/help/?rn=167">Attach a File to Your Email</a></as-html> It'd also be helpful to have some more information that will help me pinpoint the cause of the problem. Please reply with the following information:1. When exactly did the error or problem occur? 2. If you received an error message, what does it say? 3. Any recent changes to your system (anti-virus update, new hardware…) ? You can send me this information by replying directly to this email. Please don't hesitate to include any additional questions you have. I'll be waiting here to help you in anyway I can! I hope this email finds you well, and please have a lovely day.Best,Samwww.BigFishGames.com Swimming in the pond Sunday - Thursday[redacted]We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue. Contact Us [redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on July 23th, 2016 (Incident[redacted]). I've included our response below:
[redacted]
Hey there [redacted],
This is Kailey in Seattle, Thank you for writing to us! I see that you've been charged again on your credit card even though you cancelled your Big Fish Game Club Membership 2 months ago. I can definitely look into this for you.
After looking in our system, I was able to locate your account under [redacted]@aol.com, but was unable to find any recent charges to this account. Using the account information under [redacted]@aol.com, I continued searching our system and located another account under [redacted]@aim.com, which is where the charges are coming from.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of Gotcha: Celebrity Secrets on Gotcha: Celebrity Secrets from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
Since this membership is under an unused account, I've canceled it and you will not be charged for this service again. I've also reimbursed you for 12 months of charges to this account, and a refund of 83.88 (USD) will show up in about 3-10 days.
Even after the refunds, there are still remaining Game Club credits on your account that can be used for games. Every month you were charged for the membership a credit was added to this account, and there's currently 67 left which will expire in 180 days. I want you to be able to get games with these credits under your current account and email address (instead of the alternate account they’re under), so I’ve listed them below, in code form.
Game Club credits:
[redacted]
Credits are easy to use, but do expire on January 19, 2017, so make sure to use them soon! It’s important to note, when credits are used in code form (instead of automatically through the account they’re assigned to), they can only be redeemed for standard version games. To use the credits, just select to buy a game and paste or enter the code (exactly as it appears, including dashes) on the shopping cart page, then press the <as-html><b>Apply</b></as-html> button. For step by step instructions on using a coupon code please refer to the following help article:
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=952">Using a Coupon Code</a></as-html>
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
I hope I was able to help you with this today. By all means, please respond back to this email if you have any other questions or concerns.
All the best,
Kaileywww.BigFishGames.comSwimming in the Pond Tuesday-Saturday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’ concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Mr./Ms. [redacted] has contacted the Revdex.com in regards to an $9.99 charge on their Big Fish account. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us...
directly through our website about this issue. After doing some research, it appears that we responded on June 28th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hello [redacted],
This is Sam in Seattle. Thank you so much for writing in. It sounds like your Big Fish Game Club membership has been cancelled; it also sounds like a charge for 9.99 USD was made to your PayPal account on June 25, 2016, when Game Club credits should've been used to purchase Pirate Chronicles Collector's Edition. I definitely understand being disappointed by an unexpected charge, so I'll totally look into this right away.
I was able to locate the purchase of Pirate Chronicles Collector's Edition on June 25, 2016, and I can see the transaction charged your card 9.99 USD instead of using a Game Club credit. I can definitely explain what happened during this purchase.
It looks like a promotional code, WEEKEND, was applied to Pirate Chronicles Collector's Edition and discounted it to 9.99 USD. Game Club credits are only able to be used for regularly priced games, and are unable to be partially used. Once a promotional code is applied to a game, the credit is removed from the shopping cart.
While the Cart always tries to give you the best deal, we definitely understand that sometimes you just want to use a credit, even if a promotion is happening. In those cases, simply click the <as-html><b>x</b></as-html> next to the unwanted promotional code. The code will be removed, and the credit will automatically apply like normal.
I don't want you to pay the full price for Pirate Chronicles Collector's Edition, so I've gone ahead and refunded the purchase. A refund of 9.99 USD will show up in your account in about 3-10 days. I've gone ahead and issued you a coupon code for a Collector's Edition and have included it below.
[redacted]
This coupon is easy to use and expires on June 30, 2017. Just select to buy a Collector's Edition and paste or enter the code (exactly as it appears) into the <as-html><b>Have a coupon code?</b></as-html> box on the shopping cart page, then click the <as-html><b>Apply</b></as-html> button. To copy the code, highlight the code, then hold the Ctrl key while pressing C to copy. To paste, click your mouse where you want the text pasted and then hold the Ctrl key while pressing V. For step by step instructions on using a coupon code, please take a look at the following help article:
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=952">Using a Coupon Code</a></as-html>
In case you'd like to purchase Pirate Chronicles Collector's Edition again, I've included a link to the Collector's Edition's page below.
<as-html><a href="Pirate'>http://www.bigfishgames.com/games/11428/pirate-chronicles-colle...⇄ Chronicles Collector's Edition</a></as-html>
Also, if you ever choose to reactivate your Game Club membership, the help article below will guide you through the process.
<as-html><a href="Reactivate'>https://www.bigfishgames.com/help/?rn=927">Reactivate Big Fish Game Club</a></as-html>
I hope I was able to provide help today, [redacted]. If you have any more questions, please don't hesitate to ask them by replying directly to this email. I will gladly help you in whatever way I can. Please have a lovely day.
Best,
Samwww.BigFishGames.com Swimming in the pond Sunday - Thursday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that [redacted] [redacted] has contacted the Revdex.com in regards to an. We are happy to assist with resolving this issue as quickly as possible. [redacted] [redacted], My name is [redacted], I’m one of the Senior Customer Support Representatives here at Big Fish. I’d...
like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.I understand that you're seeing a monthly charge from us and aren't sure why. It sounds like that a Game Club membership might be involved. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the monthly $6.99 is charged to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.I understand that it was not necessarily your intent to have this membership, so if you like, I can cancel your Game Club membership. I checked our system, and found an account with the [redacted] e-mail address. However, I'm unable to find an account under that address. Is it possible that the membership is on an account with a different e-mail address? In order to locate the account in question, I’ll need you to send me the following information:1) First 6 and last 4 digits of the card that was charged Example: 1234 56XX XXXX 7890 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing addressOnce I have this information, I can start working towards locating those charges and getting this matter resolved for you.We are always happy to help a customer directly. [redacted] [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted] [redacted] concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings, This is [redacted] again with Big Fish. Ms. [redacted]'s account was banned for violating our Terms of Use. I've included a link below for Ms. [redacted] to review:<as-html><a href="http://www.bigfishgames.com/company/terms.html">Big Fish Terms of Use</a></as-html>It appears that we have addressed all of Ms. [redacted]'s previous concerns and have nothing further to add. We do encourage them to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because: it did not resolve the issue and once again this has been going on for a month now and I responded to this response right away when it did not work
and have not heard back from them again. they state response time is 24-72 hours and it took contacting you to get them to answer this time. basically problem is still not fixed. and that is what
I want done. they sent one other response and offered a free game coupon and me starting a new account but as I answered that email (and have not gotten any response) is I have over 95 games that I have on this account and one coupon would not allow me to play those games. these games were 6.00 or 13.99 apiece so I do not want to loose them by starting a new account.
Sincerely,[redacted]
We understand that Ms. [redacted] has contacted the Revdex.com in regards to not receiving games she has purchased. We are happy to assist Ms. [redacted] with resolving this issue as quick as possible. Our games are available digitally on our site and can be downloaded at any time. To download a...
purchased game, visit your Purchase History and follow the simple steps below: Purchase History: https://store.bigfishgames.com/my_account/my_purchase_history.php 1. Find the game you wish to install and click the Install Now button. 2. If prompted, select to Run or Open the file and the download will begin. Please see the following help article for more information: Reinstall a Purchased Game: https://bigfishgames.zendesk.com/hc/en-us/articles/230170448 I looked up the email provided in this contact, but I was unable to find any purchases on the account. It sounds possible that the games were purchased through a retailer or using a different email account. The best way to look into this further and find your games will be through our support site. I have gone ahead and created a support ticket for you to make the process easier. We are always happy to help a customer directly. Ms. [redacted], 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 that Contact Us Page that we’ve linked below. If you reply through that message we sent through our email system, or the link below, we can quickly work together to make sure this matter is addressed. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. We hope that we have resolved Ms. [redacted]’s concerns with this information we’ve sent via email. Contact Us https://bigfishgames.zendesk.com/hc/en-us/articles/230538107
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Complaint: [redacted]I am rejecting this response because:
1. Big Fish has failed to properly address my case in several ways:
a. I mentioned that the exact date and time on that this incident occurred was on June 3rd at 3:47 p.m. CST. I provided this information to their customer service personnel (through email) on June 3rd, June 8th, June 11th, and June 14th-- that's a total of FOUR times. On June 13th, Tiara responded in an email that she went into the logs to look for wins at 3:57 p.m. CST. This is a 10 minute difference! On a slot machine, this 10 minute gap could be hundreds of spins off. Of course she will not find the problem I am talking about if she is looking at spins that are 10 minutes off. I appreciate her taking the effort to look into the logs, but she failed to do so for the time that I provided to them on 4 separate occasions. I responded that she had the time wrong, and gave it to her again, but I have still yet to hear back.
b. I have been told multiple times that the logs for the game are very extensive, recording great amounts of data for each spin. To look for the win that was not paid out to me would require a great amount of time. And with the way that my case has already been handled, I am assuming that time is not something that is in great supply at Big Fish headquarters. So rather than taking the time to look for the problem that occurred and make it right with the customer, Big Fish has just given me a generic response, a meager amount of chips, and passed me over. In my opinion, this is just an awful way to treat a customer.
2. Big Fish has openly admitted to there being a problem with the game but have not taken responsibility for this, or made an attempt to make it right with me. On June 10th, in an email from Tiara, I was told that sometimes "a spin result may appear on the screen that is not recorded in their logs." If this is what happened in my situation, it is a fault of the design and development of the game, and I should not be the one to take the hit for this. If this game were free, that would be a different story; however, it is not free and I pay thousands of dollars to play this game.
3. Big Fish has not responded in a timely manner. They do not reply within the specified time that they provide, and when they do reply, many times it is a generic response that has nothing to do with the problem I have reported. I have been trying to have this complaint resolved with their customer service for weeks now. I have been shifted from person to person. Each time, the new person fails to read the emails that have previously been sent and I am asked questions that I have already answered. This just causes me to wait several more days for another response. I have asked for a phone number several times so that I can speak with someone that can look into my issue with me on the phone explaining things, but I have not been given one. It is clear that they do not have the staff support available to handle matters effectively.
This issue is not resolved because I have not been given compensation for my win. I would really appreciate Big Fish taking the time to look into my problem, searching the logs for the win at the time and date I have provided them on multiple occasions, and crediting my account for the difference in chips I have not received. I expect that any reputable business would make the situation right with the customer. Big Fish does not have a disclaimer when customers buy chip packages stating that they may not always receive credit for their wins. If this is not made right, this is a scam. I am not the only customer that spends thousands on this game.
Sincerely,[redacted]
Greetings, This is Jon again with Big Fish. As we have stated, we no longer offer support via the phone. We are simply not set up to offer customer support in that fashion. We have also explained that in order to make sure we have the right account, and to verify that it belongs to Ms. [redacted], we need her to provide certain pieces of information. We understand that she may have provided that information in the past, but for security reasons, we still require the information asked for in our emails before we can grant access. If Ms. [redacted] could reply to the last email sent (Incident# [redacted]) we could get this resolved for her.It appears that we have addressed all of Ms. [redacted]' previous concerns and have nothing further to add. We do encourage Ms. [redacted]' to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand Ms. [redacted] has contacted the Revdex.com in regards to problems accessing her account. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish. I’d like to start...
things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you're having problems getting into your Big Fish account. I can help you with this. I've gone ahead with resetting your password. The sign in information is: E-mail Address: [redacted]@msn.comPassword: [redacted] Once you have successfully logged in, to reset your password to something that you can remember, just follow these steps: 1. Click on your user name ([redacted]) and in the drop down menu, select Account Info2. Under the Password section, click the Edit button and put in what you want your password to be.3. Make sure that you click “Save Changes”. You can then use your new password to log-in. Once you're signed in, you can then go to the Purchase History of your account to reinstall your games. Below is a link with detailed information about this procedure.
<as-html><a href="Reinstall'>https://www.bigfishgames.com/help/?rn=459">Reinstall a Purchased Game </a></as-html>
We are always happy to help a customer directly. Ms. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to accessing their Big Fish account. We are happy to assist with resolving this issue as quickly as possible.
Mr. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you're having problems accessing your Big Fish account. You mentioned that it's under an older email address. I can help you with this. In order to locate your account, please provide as much of the following information as possible.
1) First 6/last 4 digits of the card that was recently charged Example: 1234 56XX XXXX 7890 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing address
Once I have that information, I'll be able to start working on getting you into your account.
We are always happy to help a customer directly. Mr. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to her Big Fish Casino account. We are happy to assist with resolving this issue as quick as possible. It appears that [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on Dec. 28th, 2016, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted],My name is [redacted] and I am one of the managers here in Big Fish Customer Support.I wanted to let you know that we treat all of our customers with respect and we ask that our customers return that same respect. With that said, any further emails including explicit language will not be replied to. Additionally, we take abusive and/or threatening language very seriously, as it is against our Terms of Use. If any further emails or incidents are sent to Customer Support with such language, your Big Fish Casino account will receive a permanent ban for the Terms of Use violations.You can review our full Terms of Use here: [redacted]Thank you,[redacted]www.BigFishGames.comSwimming in the pond Monday - Friday[redacted]I can see from previous incidents that we have explained that our odds are the same for everyone and are based off actual casino odds. We do not alter these odds. Looking through the following the emails, the abusive language continued which resulted in the ban being put in place. We are always happy to help a customer directly. [redacted], 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 directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted]’s concerns with this issue.
Greetings,
This is Jon again with Big Fish.
As previously explained, the connection issue Ms. [redacted] is referring to isn't something that is necessarily caused by our servers or her device. The connection issue could have been caused by any number things between their device and our servers. We have no control over those issues.
As confirmed by our VIP manager and our logs, those chips were lost to normal gameplay. We have already credited the account 20 million chips as a courtesy. We're unable to credit accounts for chips lost during normal gameplay.
It appears that we have addressed all of Ms. [redacted] previous concerns and have nothing further to add.
We do encourage Ms. [redacted] to contact us directly if he has any new issues to discuss. We are more than happy to help.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]