Complaint: ***I am rejecting this response because:I had incorrectly put the wrong date in the complaintI put April where it is actually April Big Fish actually sent me this email personally and I have responded back to themI wrote the following:Someonewas apparently looking into the issue but no one responded to meBut Iassure you that I responded and even included my Friend CodeAnd *** did respond to an older email in the past but she really didn'thelp meI sent a PICTURE screen capture of the game which showed that Iwas incorrectly given the wrong amount in regards to the goldIn that email, the representative stated I bet 90k and that is what I was credited forBut I have a picture of the correct amount that I was creditedI sent her a copy of that screen capture but I was told that wasn't the bet you had in the systemI clearly have a picture of the correct betInmy short dealing with Big Fish, I have had other things credited in thepast when Big Fish incorrectly had mistakes, had server issues or had aseries of other problemsA few times, I've had issues resolvedI recently read online that the average Big Fish user spends $annually.I spend more than that yet my input is disregardedI do not accept that at allBig Fish has their logs but I have clearly proven these logs are incorrect from time to timeMoreover, there are many times when even my spins are lost due to connection problems with your serversor recently, I went from having over a million in chips to million in chips while beating the same way that I always didFor some reason, you can spin times and not win muchI've had spins where Ididn't win anythingDon't think that is possibleNext, I have spun many times where the same combination of reels appears in these casino gamesWhat are the odds that the same reel would appear many times per hour? Inmy initial complaint I stated it was April 27, when I had a big spin that didn't creditThat was the wrong dayIt was in Pharaoh at 4:AM (est) on April 21, In that game I was given a for the eyesMy amount credit should have been a lot different as I have screencaptures from hits shortly before then and when I hit this big win, my bank didn't increaseYou can assure me that I am being properly credited but this April 21, will show to you that I am not being properly creditedOr like my several previous spins before AM that didn't creditI don't know why you think I would waste my time emailingall of this to you if things didn't credit properlyNormally it would not concern me on a game but since I am paying money, it doesI will send a picture of the eyes so you can see that you are clearly wrongFurthermore,it my email back in March that was sent to ***, I am not sure why she didn't just look at the picture and adjust my goldPictures speak athousand words and you can clearly see how often Big Fish has errors orproblemsI understand that you have a refund policy but I never said Iwanted refundIn fact, I stated that in my complaintI just want the chips that are owed to meNot the 50,you gave to me as a courtesyIhave lost MANY chipsThis happens all of the time!InJanuary I wrote into Big Fish and complained again that my coins were not being credited properlyHere is what the person at Big Fish stated, "This is a known issue that our engineers are working on, so if the scatters don't pay out again, I'd recommend exiting and re-entering the table again to see if the win credited to your accountIf it doesn't, feel free to write a new support ticket, and we'll always be happy to credit for scatters that we can verify in our logsYou can submit a new support ticket below:"Understandthis situation that Big Fish has is a CONSTANT issueI have read some of the other complaints during this time where people complained on Revdex.com.You ignored them but clearly this has been a issue for a long timeI've had some whacky things happen and I am not able to send a ticket each and every timeI would be pointless, I do enjoy the game but the problems are becoming more and more consistent as I continue to play more and moreYou don't understand the pain I feel when I hit a nice spin but get a ZERO from itThat is my moneyI have taken pictures andshown them to Big Fish staff who have added gold back into my accountTiara added over a thousand bars so gold to my account as she saw the errorsAbout 7,gold bars should have been added to my account when Iwrote to *** back in March 13, but she ignored what was clearly a screen capture which contradicted her logsI am spending money and being jipped from itThose issues will come back sooner or laterMany people on the Big Fish gaming community complain about spins, incorrect wins, they complain about losing more than they should, the games aren'tas fun or a thousand other thingsI understand this company was recently purchased for hundreds of millions of dollars but the VIP members like myself are not treated with much respectStephanie, you can say that you are respecting me and thank me, but when I show you a PICTURE of something and you discredit it, well, you are disrespecting meYour logs are NOT 100% accurateI have proven that in the pastHence why I have been adjusted with points in the past or given other creditsThe logs do lieIwill send a few pictures under a different emailYou can tell me why these big hits were not credited, have a big fat above them and when Ireset the game, they were also not creditedBack in April when all of this happened, Big Fish did close things down for awhile. From April 27-things were not posted on facebook and the site was up and downPoeple complained about poor connection constantlyIf you really don't want to credit me what I lost then that is just fine by meI really need to make certain people aware of these problemsI know you are owned by another company, who do I send my correspondence to? I have seen several things on Big Fish which have caused me some concern latelyThings not crediting properly or even spins that keep appearing over and over againThis is supposed to be a game of chance and the odds that a reel appearing more than once is in the billionsI have taken pictures of various spins repeating themselves several times in the same hour of the same game with the same personSomething like thatdoesn't make the odds favorable for the rest of the people within the Big Fish communitySohopefully you will look into my issue but at least give me information on who to contactI know *** *** recently purchased everything and it is my understanding that the company will make more money based on the earningsIf in fact there is a problem with the game, someone should know about itThank you.PS I also sent Big Fish about pictures of screen captures of incorrect winsSome of those wins were excess wins that I shouldn't have gotten credit forI want them to see that the system isn't crediting people with the right amountFor instance, I've had wins of million that gave me OR I've had wins of that gave me credit for 70,or moreSomething is wrong with the systemI sent many pictures to thru there email system and sent them separately.I also forwarded the copy of my first emailI received an immediate response from Big Fish that my email was receivedThat was the email from weeks ago that was never responded to by Big FishI am still waiting on some much to be creditedHopefully you can review all the pictures and come up with some type of a solution.Sincerely,*** ***
We understand that Mr*** has contacted the Revdex.com in regards to Big Fish Casino where some winning spins have not paid out correctly in the slot machine Pharaoh's Flame on April 27, We are happy to assist him with resolving this issue as quickly as possible. Mr***, It
sounds like you've tried reaching out to our Support Team on March 13th and 14th and did not receive the help you wantedAfter taking a look into the incident with one of our representatives, I can see that she last responded on March 14th with the following email: "Thanks for taking the time to write back! While a screenshot is a helpful tool for our research, we're unable to compensate without verifying the incident in our logsIn this case, it looks like the 5-scatter on Pharaoh's Flame was placed at a bet of 90,chipsThis properly credited 5,gold to your accountIf there's anything else I can do for you about this issue, you can reach me by replying directly to this email."This is the last correspondence that our Support Team has had with youYou mention having had submitted a new ticket to us on April 27, 2015, but it doesn't look like we received this inquiry. I certainly want to ensure that you're getting paid properly for any winning spins in the game, so I checked in your account's logs on April 27th from 12AM - 4AM for the spins in questionThough I was unable to find any activity in the game around 12:30AM, I did find a session in Pharaoh's Flame from 12:06AM - 12:09AMWithin those three minutes, there were no spins reflecting five Eye of Isis symbols in columns through It also appears that all winning spins were being paid out properly during this sessionSince there is no record of a spin with five Eye of Isis symbols, we are unable to credit your account with currency for this spinAlso, as there was no play time recorded at 12:34AM, we are also unable to credit your account for the three Eye of Isis symbols. You also were inquiring about receiving a 50,chip credit for a scatter in Pharaoh's FlameThis amount is possible if a total bet of 10,chips was made in the machineFor a bet of 10,chips in one spin, if three scatter symbols are hit, for three scatters, a player would receive 50,chipsFor four scatters, a player would receive 200,chips and for five scatters, a player would receive 1,500,chips. In regards to refunds on an account, per our Terms of Use, all virtual items are non-refundableI’ve provided a link to our Terms of Use below for more information: Big Fish Terms of Usehttp://www.bigfishgames.com/company/terms.html If there is another time and/or date that you would like for us to look into, we are more than happy to do soThe best way to receive further help is to reply back to the incident we've created for you in our Customer Support email system via Incident #*** We are always happy to help a customer directly Mr***, you are always welcome to contact Big Fish Games for any account, Game Manager, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email system (Incident #*** If you reply through that message or the link below we can quickly work together to sort out any unpaid spins This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Greetings, This is Jon again with Big FishWe have been in contact with Ms*** (Incident# ***), and have already refunded her account for the purchases made on her Big Fish account for $total, and helped her access her accountIt appears that we have addressed all of their previous concerns and have nothing further to addWe do encourage them to contact us directly if he has any new issues to discussWe are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings, This is Jon again with Big Fist appears that one of our representatives has been in contact with Ms***, working to resolve the issues she has encounteredI have include the reply that was sent on Dec14th, at 4:PM PST (Incident# ***)***Hi ***, Jon here at Big Fish againI'm sorry to hear those steps didn't work for youI'm glad that you mentioned those other incidentsI was able to look at the images you mentioned you had sentI wouldn't have know those were there until you had mentioned in, so again, thank you!Looking everything over, it looks like there could be several different causes to the problems that you're having with your gamesAfter some research, I believe I've narrowed it down, but just need to ask one more questionAre you still receiving those messages asking for a security key when trying to install those games?Knowing if you are or aren't will tell me how to proceed and what steps we can take nextI promise to do everything I can to get your games working for youI look forward to your replyJonTier II Billing - Customer Supportwww.BigFishGames.comSwimming in the pond Mon - Fri 9:- 5:PST***It appears that we have addressed all of Ms***'s concerns and have nothing further to addWe do encourage Ms*** to continue working directly with us, or contacting us if he has any new issues to discussWe are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Complaint: ***I am rejecting this response because:
Their response does not address my complaint of adiquite game play for purchases madeThey did reply after I emailed them that I filed a complaintI again made purchases and did not receive addiquite game playMy complaint is that they target people that make purchases and have them lose so they will purchase moreThis is not a real casinoIt is a game and a game should provide addiquite game play timeI ask for a credit of $worth of chips or gold and received not even a $dollars worth.
Sincerely,*** ***
Hello Ms***, This is Chris again with Big Fish.It appears that you are still concerned about the odds in Big Fish CasinoAs we've stated in our original response to your Revdex.com ticket, all slot spins have the same probability of success or failure, regardless of the player, player level and chip amount, and how long you have been playing. It can help to try to make sure that you aren’t betting over percent of your total chip amount, or to switch up your slot sessions with sessions of a game that gives you a bit more control, like a low-bet game of blackjack or Burn Also, it can help to play slot machines that offer more frequent, but smaller winsWhile this style doesn’t increase or decrease your overall odds, you may get to play more spinsHere are some examples of slot machines that use this style of play, including VIP and all-player versions:One-Armed BanditoJackpot CitySecret GroveWicked WinsSpotlight MillionaireWe also saw that Ms*** had a concern about being booted from the gameWhen it comes to connection issues, at this time, we're not seeing widespread reports of similar issues from other playersOur servers appear to be working normallyShe may want to check our help articles for how to help prevent being disconnected from the gameA link to that article is below:https://bigfishcasino.zendesk.com/hc/en-us/articles/229375427Ms*** most recently contacted Big Fish Games Customer support through the email ***@yahoo.com on June 12th, and received a reply on the 13thMs*** did not reply to that email from Customer Support. We do encourage MS*** to contact us directly if he/she has any new issues to discussWe are more than happy to help.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to her games not working properlyWe are happy to assist with resolving this issue as quick as possible
It appears that Ms*** has already contacted us directly through our website about
this issueAfter doing some research, it appears that we responded on March 17th, 2016, (Incident# ***)I've included our response below:
***
Hey there ***,
This is Corey in SeattleThanks so much for writing in and providing me with the attached DrFelix reportI also want to thank you for trying out those troubleshooting steps prior to contacting usIt sounds like the games Cooking Dash 3: Thrills and Spills and Wedding Dash 3: Ready, Aim, Love won't open because of a Direct3D error. I can absolutely understand wanting all of your games to run properly, and I'll totally do my best to help you out with this today
Before we get started, I want to apologize for the delay in response timeWe are currently experiencing a high volume of tickets and are behind our 24-hour response time, but we are working hard to get all caught upAlso I want to apologize for the previous email that was sent to youIt is a blanket email that we send out with the hope it will answer some of the customers questions and provide them with more information, but I am here to help you now
I'm sorry to hear that it's sounding as though these games don't want to work on your systemSince we don't want you to be stuck with games you can't play, I’ve gone ahead and issued you a few coupon codes to replace themYou can use these coupons to get any full priced standard version game on our site.
Here’s those coupon codes for you:
***
***
Coupons are easy to use and never expireJust select to buy a game and paste or enter the code (exactly as it appears) into the Have a coupon code? box on the shopping cart page, then click the Apply buttonTo copy the code, highlight the code, then hold the Ctrl key while pressing C to copyTo paste, click your mouse where you want the text pasted and then hold the Ctrl key while pressing VFor step by step instructions on using a coupon code, please take a look at the following help article:
Using a Coupon Code
My best suggestion to ensure that this doesn't happen again is to play the free trial version of gamesThis way you'll be able to play the game and make sure that it will run smoothly on your computer before you invest any money in itHere’s a help article with information on downloading a trial:
Download a Trial Game
I really hope this helps resolve the issueIf you have any more questions, or would like to troubleshoot these games further, please don't hesitate to respond directly to this email, and I'll be waiting here to do anything I can to help you out
Best,
Coreywww.BigFishGames.comSwimming in the pond Sunday-Thursday
***
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’ concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
1:PM
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to the odds on our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible
It appears that Ms*** has already contacted us directly through our
website about this issueAfter doing some research, it appears that we escalated this matter to our VIP Manager, they responded on July 21st, 2016, (Incident# ***-***)I've included our response below:
***
July 21st,
Hi ***,
I just want the game to be fun for all our players as well, I do wish we could up the odds for our players, unfortunately they aren't something we can controlAll players have the exact same odds
We can provide some betting strategies, let us know if you'd like any
Byron S***
***
July 25th,
Hi ***,
Being a Tier VIP entitles you to a host of benefits: our best promotions, chip packages, exclusive games, etcPurchasing doesn't improve the odds, our odds remain the same for all players regardless of what they've spent
Currently we are over our complimentary free spin/chip budget so I can't offer anything at this timeI do hope your luck turns around and I'm wishing you the best of luck!
Regards,
Byron S*VIP Manager
***
As Bryon mentioned, our odds are the same for all our playersWe do not alter them
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Mr***shas contacted the Revdex.com in regards to the recent ban from FacebookWe are happy to assist her/him with resolving this issue as quickly as possible.
Mr ***s,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference
#***)I've pasted our correspondence regarding both concerns below for your convenience:=====================================
After further investigation, our Facebook moderators have been able to see that you had been blocked from commenting on our Facebook page due to a violation of our Community Guidelines, and your posting privileges will be unable to be restored due to the violationFor your convenience, I've included our Community Guidelines below:
- Keep content family-friendly and respectfulPosts and comments on our Facebook page are visible to everyone; therefore, comments containing explicit, threatening or disrespectful remarks to other players, Big Fish and its employees, or other individuals will be removed
- Keep private information privateFor the safety of yourself and other users, please avoid sharing email addresses and other private information in public comments
- Say no to SPAM and advertising for other companies and websitesComments that contain links to other websites will be removedRe-posted comments will also be treated as SPAM and removed from our page
- Please respect how we moderateOur moderators work hard to keep our page fun and safe for youThey will not discuss disciplinary actions and ask that you do not either
Please note: These rules are designed to help keep our page safe and engaging for all usersWhile these rules cover typical situations, they cannot anticipate everythingWe reserve the right to take any actions we deem appropriate to protect the integrity of our Facebook page, such as removing posts and banning usersThese guidelines can be viewed at any time from the link below: Big Fish Casino Facebook Community Guidelines
When playing Big Fish Casino on a mobile device or tablet, you can make use of the promotion links even if you’re not a Facebook userWhen you tap the link for freebies from Facebook on your mobile device, it will automatically switch to the Big Fish Casino appFor all of the promotions, you will want to click on the links from Facebook, simply opening Big Fish Casino will not add the freebies to your account.If you have trouble collecting the freebies from the links posted on Facebook you can find some troubleshooting steps on our Redeeming Promotions in Big Fish Casino help article.=====================================
We do encourage Mrto contact us directly if he/she has any new issues to discussWe are more than happy to help
Contact Us
http://bigfishgames.custhelp.com/app/ask
We understand that Ms *** has contacted the Revdex.com in regards to being blocked from playing Big Fish CasinoWe are happy to assist her with resolving this issue as quickly as possible. Ms ***,I pulled up your account and currently see that there are no blocks or bans on your Big
Fish Casino accountYou should be able to log in and play at any time.If you are unable to connect through your device, the best step to try first is uninstalling and reinstalling the appThis will refresh the connection between your device and the server and you will not lose any chips or information about your accountSince there are many different Android devices, I’m unable to provide specific instructions at this timeHowever, if you let me know the model of Android you have, I’ll be able to provide further assistance.We are always happy to help a customer directly Ms ***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email system If you reply through that message or the link below we can quickly work together This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to unwanted chargeWe are happy to assist with resolving this issue as quickly as possible
Hi Ms***,
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
First, let me apologize for the problems you've had contacting usWe are currently not equipped to offer support over the phoneAll of our customer support is done via email
I understand that you're seeing a monthly charge from us and aren't sure whyIt sounds like that a Game Club membership might be involvedThe Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $Daily DealsIn addition, when the monthly $is charged to keep the membership active, you receive a Game Club creditThese credits can then be redeemed for games on our site, at no additional chargeTo redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you wantThe 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 membershipI checked our system, but was unable to find an account under the ***@msn.com email addressIs it possible that it's under a different email? In order to find the source of that charge, I'll need a bit more informationPlease reply to the email I send from our internal support system (Incident# 160702-000445) with the following information:
1) First and last digits of the card that was charged Example: XXXX XXXX 5678 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 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 directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms*** has contacted the Revdex.com in regards to access to her Big Fish accountWe are happy to assist her/him with resolving this issue as quickly as possible
Ms ***,
I pulled up your account and it looks like we've been in touch regarding this inquiry
(Reference # ***)We are currently troubleshooting the issue and I have included the latest steps below:=========================================================================<...⇄ />
Let's try checking the dots per inch (DPI) setting, which helps display the image on the screenSometimes, issues can appear if the DPI is set too high or too low, so let's make sure it's at the right levelTo adjust the DPI:
Open the Windows start menu
Select Settings
In the Settings menu, select System
Select Display
In this menu, you should see an option that says ‘Change the size of text, apps and other items:' Select the slider for this option and set it to
Click the Apply button
Log off the computer to set the DPI
=========================================================================
We do encourage Ms*** to continue troubleshooting with us directly via her current help ticketWe are more than happy to continue to help
Contact Us
***
Complaint: ***I am rejecting this response because:Sincerely,*** ***
I have explained to Big Fish Games that their boilerplate trouble shooting does not work and have sent them screen shots and diagnostic reports as per their instructionsThey have not addressed my inability to play any of my games since my first e-mail was sent to them three weeks ago
I have attached some of the documents and screen shots that I sent previously to Big Fish Games but have not received any personalized response to my numerous e-mails informing them that their troubleshooting is not workingI'm sure that if one of their technical people called me personally, we could resolve this. Please ask Big Fish Games to contact me personally to solve this. I have been very patient up to this point
Sincerely,
*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to the odds in our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible
It appears that Ms*** has already contacted us directly through our website about
this issueAfter doing some research, it appears that we responded on June 14th, 2016, (Incident# ***)I've included our response below:
***
Hi ***,
Kyle here on the VIP Team. The game is never manipulated, though I do wish I could somehow. I'd totally make you win more often
Here's 250M complimentary chips, hope things pick up soon!
Kyle BTier 11+ VIP Support Repwww.BigFishGames.com In the pond Tuesday - Saturday
***
Since our reply on June 14th, we have explained that our odds are the same as a real-life casino, and that we never manipulate or alter these oddsWe have also credited Ms*** with million chips as a courtesyAll Ms***'s losses have been through gameplay
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms*** has contacted the Revdex.com in regards to account issuesWe are happy to assist her with resolving this issue as quickly as possibleMs***, I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #***)I've pasted our
correspondence below for your convenience: After looking in our system, I was able to locate your account under ***@outlook.com, and it looks as though this account is still activeYou should not lose any credits that are on this account since the membership is still active. It appears that the Big Fish Game Club membership was canceled on the account under ***@outlook.com on December 12, 2016, which would have triggered emails regarding credit expiration are sent out 90, 60, and days before their expiration dateHowever, it looks like this was reactivated on May 22nd, so at this point any credits on this account will not expireI continued searching our system and located another account under ***@citywest.caDue to duplicate accounts, you might be receiving notifications of the expiration of credits from the other, (***@citywest.ca) account, as the membership on this account is now canceledThe credits belonging to your account under ***@outlook.com with the still active membership will be unaffected thoughIt appears that your alternate account (***@citywest.ca) hasn't been used beyond the purchase of one game on December 11, 2016, and since the membership on this account was canceled, I've gone ahead with refunding you for the charges of CAD that you received on this accountThese refunds should show up for you in 3-business days We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowWe have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contactContact Us: https://bigfishgames.zendesk.com/hc/en-us/articles/***
We understand that Mr*** has contacted the Revdex.com in regards to winnings and chip lossWe are happy to assist him with resolving this issue as quickly as possible Mr***,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #***)I've
pasted our correspondence below for your convenience: I can assure you that we definitely don’t change the odds to stop when someone’s hit an unlucky streak, or change them to stop players who are on lucky streaks, eitherWe take the integrity of our games very seriously and maintaining our player’s trust is our highest priorityEverything about the results in Casino is on the level, and I am sorry to hear that you've run into an unlucky streak lately, but I do guarantee you that the odds in our games are honest.I've gone ahead and sent 25M your way in hopes that it brings on some amazing winsBest of luck and hope you have a great start to your day ahead.We are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowWe have also emailed you directly through our Customer Support email systemWe can see that you replied to that latest email from us, and we will be in touch as soon as we're ableThis will be the quickest way we can resolve this for youYou can also reply with the info through this Revdex.com contact.Contact Ushttps://bigfishcasino.zendesk.com/hc/en-us/articles/***
Hello Ms***This is Chris again with Big Fish.It appears that we have addressed all of your previous concerns regarding the odds in Big Fish Casino and have nothing further to addOn review of your account, the 100,000,chips were spent in-game and were used and not rejected. We do encourage Ms*** to contact us directly if she has any new issues to discussWe are more than happy to help.Contact Us***
Complaint: ***I am rejecting this response because:
My response to Big Fish email that they referenced is belowKeep in mind I spent almost $10,in my estimates within a 4-month timeframe
That is correct I received a warning a month or two ago & have not Bought from anybody since including Big Fish sinceI have gifted people hundreds of millions in gold previously & when friends gift me I am banned after I win over a billion chips on Blackjack etc
So if I make a new account & spend $to get a start & win another Billion this can happen again? I want to spend & buy gold to help out some friends like I have done in the last & friends have done for meI don't understand how you can say further emails will not be addressed when it clearly states "Please respond if you need further assistance"Sincerely,*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to our Big Fish Casino Spotlight Millionaire prizeWe are happy to assist with resolving this issue as quickly as possible
Ms***,
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 have concerns about how winners are determined for the Spotlight Millionaire prizes and that players have won more than onceHaving more entries does increase the odds of getting selected, and it is possible for players to win more than once, but the selection of winners is determined at randomThe programming is working properly
You mentioned seeing other players with multiple wins, is it possible that these wins are from previous days?
Since the game and promotion are working properly, we're not able to offer compensationYou are not required to actively participate in this promotionYou can continue playing as you normally wouldBig Fish Casino is a Free to Play games and does not require purchases to play
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***I am rejecting this response because:I had incorrectly put the wrong date in the complaintI put April where it is actually April Big Fish actually sent me this email personally and I have responded back to themI wrote the following:Someonewas apparently looking into the issue but no one responded to meBut Iassure you that I responded and even included my Friend CodeAnd *** did respond to an older email in the past but she really didn'thelp meI sent a PICTURE screen capture of the game which showed that Iwas incorrectly given the wrong amount in regards to the goldIn that email, the representative stated I bet 90k and that is what I was credited forBut I have a picture of the correct amount that I was creditedI sent her a copy of that screen capture but I was told that wasn't the bet you had in the systemI clearly have a picture of the correct betInmy short dealing with Big Fish, I have had other things credited in thepast when Big Fish incorrectly had mistakes, had server issues or had aseries of other problemsA few times, I've had issues resolvedI recently read online that the average Big Fish user spends $annually.I spend more than that yet my input is disregardedI do not accept that at allBig Fish has their logs but I have clearly proven these logs are incorrect from time to timeMoreover, there are many times when even my spins are lost due to connection problems with your serversor recently, I went from having over a million in chips to million in chips while beating the same way that I always didFor some reason, you can spin times and not win muchI've had spins where Ididn't win anythingDon't think that is possibleNext, I have spun many times where the same combination of reels appears in these casino gamesWhat are the odds that the same reel would appear many times per hour? Inmy initial complaint I stated it was April 27, when I had a big spin that didn't creditThat was the wrong dayIt was in Pharaoh at 4:AM (est) on April 21, In that game I was given a for the eyesMy amount credit should have been a lot different as I have screencaptures from hits shortly before then and when I hit this big win, my bank didn't increaseYou can assure me that I am being properly credited but this April 21, will show to you that I am not being properly creditedOr like my several previous spins before AM that didn't creditI don't know why you think I would waste my time emailingall of this to you if things didn't credit properlyNormally it would not concern me on a game but since I am paying money, it doesI will send a picture of the eyes so you can see that you are clearly wrongFurthermore,it my email back in March that was sent to ***, I am not sure why she didn't just look at the picture and adjust my goldPictures speak athousand words and you can clearly see how often Big Fish has errors orproblemsI understand that you have a refund policy but I never said Iwanted refundIn fact, I stated that in my complaintI just want the chips that are owed to meNot the 50,you gave to me as a courtesyIhave lost MANY chipsThis happens all of the time!InJanuary I wrote into Big Fish and complained again that my coins were not being credited properlyHere is what the person at Big Fish stated, "This is a known issue that our engineers are working on, so if the scatters don't pay out again, I'd recommend exiting and re-entering the table again to see if the win credited to your accountIf it doesn't, feel free to write a new support ticket, and we'll always be happy to credit for scatters that we can verify in our logsYou can submit a new support ticket below:"Understandthis situation that Big Fish has is a CONSTANT issueI have read some of the other complaints during this time where people complained on Revdex.com.You ignored them but clearly this has been a issue for a long timeI've had some whacky things happen and I am not able to send a ticket each and every timeI would be pointless, I do enjoy the game but the problems are becoming more and more consistent as I continue to play more and moreYou don't understand the pain I feel when I hit a nice spin but get a ZERO from itThat is my moneyI have taken pictures andshown them to Big Fish staff who have added gold back into my accountTiara added over a thousand bars so gold to my account as she saw the errorsAbout 7,gold bars should have been added to my account when Iwrote to *** back in March 13, but she ignored what was clearly a screen capture which contradicted her logsI am spending money and being jipped from itThose issues will come back sooner or laterMany people on the Big Fish gaming community complain about spins, incorrect wins, they complain about losing more than they should, the games aren'tas fun or a thousand other thingsI understand this company was recently purchased for hundreds of millions of dollars but the VIP members like myself are not treated with much respectStephanie, you can say that you are respecting me and thank me, but when I show you a PICTURE of something and you discredit it, well, you are disrespecting meYour logs are NOT 100% accurateI have proven that in the pastHence why I have been adjusted with points in the past or given other creditsThe logs do lieIwill send a few pictures under a different emailYou can tell me why these big hits were not credited, have a big fat above them and when Ireset the game, they were also not creditedBack in April when all of this happened, Big Fish did close things down for awhile. From April 27-things were not posted on facebook and the site was up and downPoeple complained about poor connection constantlyIf you really don't want to credit me what I lost then that is just fine by meI really need to make certain people aware of these problemsI know you are owned by another company, who do I send my correspondence to? I have seen several things on Big Fish which have caused me some concern latelyThings not crediting properly or even spins that keep appearing over and over againThis is supposed to be a game of chance and the odds that a reel appearing more than once is in the billionsI have taken pictures of various spins repeating themselves several times in the same hour of the same game with the same personSomething like thatdoesn't make the odds favorable for the rest of the people within the Big Fish communitySohopefully you will look into my issue but at least give me information on who to contactI know *** *** recently purchased everything and it is my understanding that the company will make more money based on the earningsIf in fact there is a problem with the game, someone should know about itThank you.PS I also sent Big Fish about pictures of screen captures of incorrect winsSome of those wins were excess wins that I shouldn't have gotten credit forI want them to see that the system isn't crediting people with the right amountFor instance, I've had wins of million that gave me OR I've had wins of that gave me credit for 70,or moreSomething is wrong with the systemI sent many pictures to thru there email system and sent them separately.I also forwarded the copy of my first emailI received an immediate response from Big Fish that my email was receivedThat was the email from weeks ago that was never responded to by Big FishI am still waiting on some much to be creditedHopefully you can review all the pictures and come up with some type of a solution.Sincerely,*** ***
We understand that Mr*** has contacted the Revdex.com in regards to Big Fish Casino where some winning spins have not paid out correctly in the slot machine Pharaoh's Flame on April 27, We are happy to assist him with resolving this issue as quickly as possible. Mr***, It
sounds like you've tried reaching out to our Support Team on March 13th and 14th and did not receive the help you wantedAfter taking a look into the incident with one of our representatives, I can see that she last responded on March 14th with the following email: "Thanks for taking the time to write back! While a screenshot is a helpful tool for our research, we're unable to compensate without verifying the incident in our logsIn this case, it looks like the 5-scatter on Pharaoh's Flame was placed at a bet of 90,chipsThis properly credited 5,gold to your accountIf there's anything else I can do for you about this issue, you can reach me by replying directly to this email."This is the last correspondence that our Support Team has had with youYou mention having had submitted a new ticket to us on April 27, 2015, but it doesn't look like we received this inquiry. I certainly want to ensure that you're getting paid properly for any winning spins in the game, so I checked in your account's logs on April 27th from 12AM - 4AM for the spins in questionThough I was unable to find any activity in the game around 12:30AM, I did find a session in Pharaoh's Flame from 12:06AM - 12:09AMWithin those three minutes, there were no spins reflecting five Eye of Isis symbols in columns through It also appears that all winning spins were being paid out properly during this sessionSince there is no record of a spin with five Eye of Isis symbols, we are unable to credit your account with currency for this spinAlso, as there was no play time recorded at 12:34AM, we are also unable to credit your account for the three Eye of Isis symbols. You also were inquiring about receiving a 50,chip credit for a scatter in Pharaoh's FlameThis amount is possible if a total bet of 10,chips was made in the machineFor a bet of 10,chips in one spin, if three scatter symbols are hit, for three scatters, a player would receive 50,chipsFor four scatters, a player would receive 200,chips and for five scatters, a player would receive 1,500,chips. In regards to refunds on an account, per our Terms of Use, all virtual items are non-refundableI’ve provided a link to our Terms of Use below for more information: Big Fish Terms of Usehttp://www.bigfishgames.com/company/terms.html If there is another time and/or date that you would like for us to look into, we are more than happy to do soThe best way to receive further help is to reply back to the incident we've created for you in our Customer Support email system via Incident #*** We are always happy to help a customer directly Mr***, you are always welcome to contact Big Fish Games for any account, Game Manager, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email system (Incident #*** If you reply through that message or the link below we can quickly work together to sort out any unpaid spins This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Greetings, This is Jon again with Big FishWe have been in contact with Ms*** (Incident# ***), and have already refunded her account for the purchases made on her Big Fish account for $total, and helped her access her accountIt appears that we have addressed all of their previous concerns and have nothing further to addWe do encourage them to contact us directly if he has any new issues to discussWe are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings, This is Jon again with Big Fis
t appears that one of our representatives has been in contact with Ms***, working to resolve the issues she has encounteredI have include the reply that was sent on Dec14th, at 4:PM PST (Incident# ***)***Hi ***, Jon here at Big Fish againI'm sorry to hear those steps didn't work for youI'm glad that you mentioned those other incidentsI was able to look at the images you mentioned you had sentI wouldn't have know those were there until you had mentioned in, so again, thank you!Looking everything over, it looks like there could be several different causes to the problems that you're having with your gamesAfter some research, I believe I've narrowed it down, but just need to ask one more questionAre you still receiving those messages asking for a security key when trying to install those games?Knowing if you are or aren't will tell me how to proceed and what steps we can take nextI promise to do everything I can to get your games working for youI look forward to your replyJonTier II Billing - Customer Supportwww.BigFishGames.comSwimming in the pond Mon - Fri 9:- 5:PST***It appears that we have addressed all of Ms***'s concerns and have nothing further to addWe do encourage Ms*** to continue working directly with us, or contacting us if he has any new issues to discussWe are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Complaint: ***I am rejecting this response because:
Their response does not address my complaint of adiquite game play for purchases madeThey did reply after I emailed them that I filed a complaintI again made purchases and did not receive addiquite game playMy complaint is that they target people that make purchases and have them lose so they will purchase moreThis is not a real casinoIt is a game and a game should provide addiquite game play timeI ask for a credit of $worth of chips or gold and received not even a $dollars worth.
Sincerely,*** ***
Hello Ms***, This is Chris again with Big Fish.It appears that you are still concerned about the odds in Big Fish CasinoAs we've stated in our original response to your Revdex.com ticket, all slot spins have the same probability of success or failure, regardless of the player, player level and chip amount, and how long you have been playing. It can help to try to make sure that you aren’t betting over percent of your total chip amount, or to switch up your slot sessions with sessions of a game that gives you a bit more control, like a low-bet game of blackjack or Burn Also, it can help to play slot machines that offer more frequent, but smaller winsWhile this style doesn’t increase or decrease your overall odds, you may get to play more spinsHere are some examples of slot machines that use this style of play, including VIP and all-player versions:One-Armed BanditoJackpot CitySecret GroveWicked WinsSpotlight MillionaireWe also saw that Ms*** had a concern about being booted from the gameWhen it comes to connection issues, at this time, we're not seeing widespread reports of similar issues from other playersOur servers appear to be working normallyShe may want to check our help articles for how to help prevent being disconnected from the gameA link to that article is below:https://bigfishcasino.zendesk.com/hc/en-us/articles/229375427Ms*** most recently contacted Big Fish Games Customer support through the email ***@yahoo.com on June 12th, and received a reply on the 13thMs*** did not reply to that email from Customer Support. We do encourage MS*** to contact us directly if he/she has any new issues to discussWe are more than happy to help.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to her games not working properlyWe are happy to assist with resolving this issue as quick as possible
It appears that Ms*** has already contacted us directly through our website about
this issueAfter doing some research, it appears that we responded on March 17th, 2016, (Incident# ***)I've included our response below:
***
Hey there ***,
This is Corey in SeattleThanks so much for writing in and providing me with the attached DrFelix reportI also want to thank you for trying out those troubleshooting steps prior to contacting usIt sounds like the games Cooking Dash 3: Thrills and Spills and Wedding Dash 3: Ready, Aim, Love won't open because of a Direct3D error. I can absolutely understand wanting all of your games to run properly, and I'll totally do my best to help you out with this today
Before we get started, I want to apologize for the delay in response timeWe are currently experiencing a high volume of tickets and are behind our 24-hour response time, but we are working hard to get all caught upAlso I want to apologize for the previous email that was sent to youIt is a blanket email that we send out with the hope it will answer some of the customers questions and provide them with more information, but I am here to help you now
I'm sorry to hear that it's sounding as though these games don't want to work on your systemSince we don't want you to be stuck with games you can't play, I’ve gone ahead and issued you a few coupon codes to replace themYou can use these coupons to get any full priced standard version game on our site.
Here’s those coupon codes for you:
***
***
Coupons are easy to use and never expireJust select to buy a game and paste or enter the code (exactly as it appears) into the Have a coupon code? box on the shopping cart page, then click the Apply buttonTo copy the code, highlight the code, then hold the Ctrl key while pressing C to copyTo paste, click your mouse where you want the text pasted and then hold the Ctrl key while pressing VFor step by step instructions on using a coupon code, please take a look at the following help article:
Using a Coupon Code
My best suggestion to ensure that this doesn't happen again is to play the free trial version of gamesThis way you'll be able to play the game and make sure that it will run smoothly on your computer before you invest any money in itHere’s a help article with information on downloading a trial:
Download a Trial Game
I really hope this helps resolve the issueIf you have any more questions, or would like to troubleshoot these games further, please don't hesitate to respond directly to this email, and I'll be waiting here to do anything I can to help you out
Best,
Coreywww.BigFishGames.comSwimming in the pond Sunday-Thursday
***
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’ concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
1:PM
*VIP Manager
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to the odds on our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible
It appears that Ms*** has already contacted us directly through our
website about this issueAfter doing some research, it appears that we escalated this matter to our VIP Manager, they responded on July 21st, 2016, (Incident# ***-***)I've included our response below:
***
July 21st,
Hi ***,
I just want the game to be fun for all our players as well, I do wish we could up the odds for our players, unfortunately they aren't something we can controlAll players have the exact same odds
We can provide some betting strategies, let us know if you'd like any
Byron S***
***
July 25th,
Hi ***,
Being a Tier VIP entitles you to a host of benefits: our best promotions, chip packages, exclusive games, etcPurchasing doesn't improve the odds, our odds remain the same for all players regardless of what they've spent
Currently we are over our complimentary free spin/chip budget so I can't offer anything at this timeI do hope your luck turns around and I'm wishing you the best of luck!
Regards,
Byron S
***
As Bryon mentioned, our odds are the same for all our playersWe do not alter them
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Mr***shas contacted the Revdex.com in regards to the recent ban from FacebookWe are happy to assist her/him with resolving this issue as quickly as possible.
Mr ***s,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference
#***)I've pasted our correspondence regarding both concerns below for your convenience:=====================================
After further investigation, our Facebook moderators have been able to see that you had been blocked from commenting on our Facebook page due to a violation of our Community Guidelines, and your posting privileges will be unable to be restored due to the violationFor your convenience, I've included our Community Guidelines below:
- Keep content family-friendly and respectfulPosts and comments on our Facebook page are visible to everyone; therefore, comments containing explicit, threatening or disrespectful remarks to other players, Big Fish and its employees, or other individuals will be removed
- Keep private information privateFor the safety of yourself and other users, please avoid sharing email addresses and other private information in public comments
- Say no to SPAM and advertising for other companies and websitesComments that contain links to other websites will be removedRe-posted comments will also be treated as SPAM and removed from our page
- Please respect how we moderateOur moderators work hard to keep our page fun and safe for youThey will not discuss disciplinary actions and ask that you do not either
Please note: These rules are designed to help keep our page safe and engaging for all usersWhile these rules cover typical situations, they cannot anticipate everythingWe reserve the right to take any actions we deem appropriate to protect the integrity of our Facebook page, such as removing posts and banning usersThese guidelines can be viewed at any time from the link below: Big Fish Casino Facebook Community Guidelines
When playing Big Fish Casino on a mobile device or tablet, you can make use of the promotion links even if you’re not a Facebook userWhen you tap the link for freebies from Facebook on your mobile device, it will automatically switch to the Big Fish Casino appFor all of the promotions, you will want to click on the links from Facebook, simply opening Big Fish Casino will not add the freebies to your account.If you have trouble collecting the freebies from the links posted on Facebook you can find some troubleshooting steps on our Redeeming Promotions in Big Fish Casino help article.=====================================
We do encourage Mrto contact us directly if he/she has any new issues to discussWe are more than happy to help
Contact Us
http://bigfishgames.custhelp.com/app/ask
We understand that Ms *** has contacted the Revdex.com in regards to being blocked from playing Big Fish CasinoWe are happy to assist her with resolving this issue as quickly as possible. Ms ***,I pulled up your account and currently see that there are no blocks or bans on your Big
Fish Casino accountYou should be able to log in and play at any time.If you are unable to connect through your device, the best step to try first is uninstalling and reinstalling the appThis will refresh the connection between your device and the server and you will not lose any chips or information about your accountSince there are many different Android devices, I’m unable to provide specific instructions at this timeHowever, if you let me know the model of Android you have, I’ll be able to provide further assistance.We are always happy to help a customer directly Ms ***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email system If you reply through that message or the link below we can quickly work together This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to unwanted chargeWe are happy to assist with resolving this issue as quickly as possible
Hi Ms***,
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
First, let me apologize for the problems you've had contacting usWe are currently not equipped to offer support over the phoneAll of our customer support is done via email
I understand that you're seeing a monthly charge from us and aren't sure whyIt sounds like that a Game Club membership might be involvedThe Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $Daily DealsIn addition, when the monthly $is charged to keep the membership active, you receive a Game Club creditThese credits can then be redeemed for games on our site, at no additional chargeTo redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you wantThe 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 membershipI checked our system, but was unable to find an account under the ***@msn.com email addressIs it possible that it's under a different email? In order to find the source of that charge, I'll need a bit more informationPlease reply to the email I send from our internal support system (Incident# 160702-000445) with the following information:
1) First and last digits of the card that was charged Example: XXXX XXXX 5678 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 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 directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms*** has contacted the Revdex.com in regards to access to her Big Fish accountWe are happy to assist her/him with resolving this issue as quickly as possible
Ms ***,
I pulled up your account and it looks like we've been in touch regarding this inquiry
(Reference # ***)We are currently troubleshooting the issue and I have included the latest steps below:=========================================================================<...⇄ /> Let's try checking the dots per inch (DPI) setting, which helps display the image on the screenSometimes, issues can appear if the DPI is set too high or too low, so let's make sure it's at the right levelTo adjust the DPI:
Open the Windows start menu
Select Settings
In the Settings menu, select System
Select Display
In this menu, you should see an option that says ‘Change the size of text, apps and other items:' Select the slider for this option and set it to
Click the Apply button
Log off the computer to set the DPI
=========================================================================
We do encourage Ms*** to continue troubleshooting with us directly via her current help ticketWe are more than happy to continue to help
Contact Us
***
Complaint: ***I am rejecting this response because:Sincerely,*** ***
I have explained to Big Fish Games that their boilerplate trouble shooting does not work and have sent them screen shots and diagnostic reports as per their instructionsThey have not addressed my inability to play any of my games since my first e-mail was sent to them three weeks ago
I have attached some of the documents and screen shots that I sent previously to Big Fish Games but have not received any personalized response to my numerous e-mails informing them that their troubleshooting is not workingI'm sure that if one of their technical people called me personally, we could resolve this. Please ask Big Fish Games to contact me personally to solve this. I have been very patient up to this point
Sincerely,
*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to the odds in our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible
It appears that Ms*** has already contacted us directly through our website about
this issueAfter doing some research, it appears that we responded on June 14th, 2016, (Incident# ***)I've included our response below:
***
Hi ***,
Kyle here on the VIP Team. The game is never manipulated, though I do wish I could somehow. I'd totally make you win more often
Here's 250M complimentary chips, hope things pick up soon!
Kyle BTier 11+ VIP Support Repwww.BigFishGames.com In the pond Tuesday - Saturday
***
Since our reply on June 14th, we have explained that our odds are the same as a real-life casino, and that we never manipulate or alter these oddsWe have also credited Ms*** with million chips as a courtesyAll Ms***'s losses have been through gameplay
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms*** has contacted the Revdex.com in regards to account issuesWe are happy to assist her with resolving this issue as quickly as possibleMs***, I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #***)I've pasted our
correspondence below for your convenience: After looking in our system, I was able to locate your account under ***@outlook.com, and it looks as though this account is still activeYou should not lose any credits that are on this account since the membership is still active. It appears that the Big Fish Game Club membership was canceled on the account under ***@outlook.com on December 12, 2016, which would have triggered emails regarding credit expiration are sent out 90, 60, and days before their expiration dateHowever, it looks like this was reactivated on May 22nd, so at this point any credits on this account will not expireI continued searching our system and located another account under ***@citywest.caDue to duplicate accounts, you might be receiving notifications of the expiration of credits from the other, (***@citywest.ca) account, as the membership on this account is now canceledThe credits belonging to your account under ***@outlook.com with the still active membership will be unaffected thoughIt appears that your alternate account (***@citywest.ca) hasn't been used beyond the purchase of one game on December 11, 2016, and since the membership on this account was canceled, I've gone ahead with refunding you for the charges of CAD that you received on this accountThese refunds should show up for you in 3-business days We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowWe have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contactContact Us: https://bigfishgames.zendesk.com/hc/en-us/articles/***
We understand that Mr*** has contacted the Revdex.com in regards to winnings and chip lossWe are happy to assist him with resolving this issue as quickly as possible Mr***,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #***)I've
pasted our correspondence below for your convenience: I can assure you that we definitely don’t change the odds to stop when someone’s hit an unlucky streak, or change them to stop players who are on lucky streaks, eitherWe take the integrity of our games very seriously and maintaining our player’s trust is our highest priorityEverything about the results in Casino is on the level, and I am sorry to hear that you've run into an unlucky streak lately, but I do guarantee you that the odds in our games are honest.I've gone ahead and sent 25M your way in hopes that it brings on some amazing winsBest of luck and hope you have a great start to your day ahead.We are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowWe have also emailed you directly through our Customer Support email systemWe can see that you replied to that latest email from us, and we will be in touch as soon as we're ableThis will be the quickest way we can resolve this for youYou can also reply with the info through this Revdex.com contact.Contact Ushttps://bigfishcasino.zendesk.com/hc/en-us/articles/***
Hello Ms***This is Chris again with Big Fish.It appears that we have addressed all of your previous concerns regarding the odds in Big Fish Casino and have nothing further to addOn review of your account, the 100,000,chips were spent in-game and were used and not rejected. We do encourage Ms*** to contact us directly if she has any new issues to discussWe are more than happy to help.Contact Us***
Complaint: ***I am rejecting this response because:
My response to Big Fish email that they referenced is belowKeep in mind I spent almost $10,in my estimates within a 4-month timeframe
That is correct I received a warning a month or two ago & have not Bought from anybody since including Big Fish sinceI have gifted people hundreds of millions in gold previously & when friends gift me I am banned after I win over a billion chips on Blackjack etc
So if I make a new account & spend $to get a start & win another Billion this can happen again? I want to spend & buy gold to help out some friends like I have done in the last & friends have done for meI don't understand how you can say further emails will not be addressed when it clearly states "Please respond if you need further assistance"Sincerely,*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to our Big Fish Casino Spotlight Millionaire prizeWe are happy to assist with resolving this issue as quickly as possible
Ms***,
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 have concerns about how winners are determined for the Spotlight Millionaire prizes and that players have won more than onceHaving more entries does increase the odds of getting selected, and it is possible for players to win more than once, but the selection of winners is determined at randomThe programming is working properly
You mentioned seeing other players with multiple wins, is it possible that these wins are from previous days?
Since the game and promotion are working properly, we're not able to offer compensationYou are not required to actively participate in this promotionYou can continue playing as you normally wouldBig Fish Casino is a Free to Play games and does not require purchases to play
We are always happy to help a customer directlyMs***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf 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 possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***