Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough it would have been better if they had replied to my emails directly, however, they have responded nowThank you for your help in resolving this matter.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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 I have contacted my bank this morning and all ten refunds have finally been deposited. Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to 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 issue
After doing some research, it appears that we responded on March 9th, 2016, (Incident# ***)I've included our response below:
***
Hey ***,
Thanks for getting back to me, and I apologize for that delayI was able to find this instance in our Blackjack logs on March 5, and I do see there was a disconnect from the server at 3:PM PSTIt's important to note that when there's any sort of connection hiccup in Blackjack, the server doesn't use all your chipsIf you leave a room or get booted, the server will only complete the current hand in play, and it's still possible to win on that hand depending on the dealer's hand
The hand directly before that disconnect had a total of (which isn't bad!), but the dealer's hand had 19, so that particular hand was a bustThe server did credit the account correctly, though
It may be worth mentioning that even if our servers and your devices and local Internet are fast and running just fine, issues like being removed from a table can happen if the connection is interrupted, which can occur at any timeThe data that goes back and forth between a device and the game servers has to travel through connecting hubs, routers, and networks. Even if everything is perfect on your end and ours, there can be other interruptions along the way that can cause these hiccups
A helpful analogy for me is to think of it as a freeway. Cars might not have any trouble entering or exiting a freeway, but sometimes there can be traffic, road construction, accidents, or other things that might prevent a smooth journeyIn other words, it may have nothing to do with your Wifi/data or our servers
I hope that information helps shed some light on how things work! I know it's frustrating to get booted, and I'm really sorry to hear that happenedWhile I can't credit all of the chips lost in Blackjack, I do want to help out, so I've added 20M chips to your account for the trouble
Feel free to let us know if you need anything
Best wishes,
McKenzie M.Tier VIP Support Repwww.BigFishGames.comSplashin' 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
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to an unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs***,
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’ve done some research and it appears that the charge totaling $is for a monthly Game Club membershipLooking at the account, it appears that the membership was started on Nov29th, 2007with the purchase of Hidden Expedition: Titanic for $instead of the regular price of $
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 $Daily DealsIn addition, when the $is charged each month 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 I have gone ahead and canceled it for you as of Monday, November 16, There will be no further charges for this serviceI’ve also refunded the last charges made to the account for $($+ tax) eachThese refunds are being processed as of today and should show up on your bank account in approximately 3-business days
Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club creditsIf you need more information on how to use a Game Club credit, I’ve included a link to article below that will help:
Using Game Club Credits
If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is uncheckedYou can also go to the My Game Club page on your accountAt the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offersJust click on the box that says “Hide these in my shopping cart”By doing this, you will still be able to get your games, but our system will now know that you are not interested in being a Game Club member
For more information about Big Fish Game Club, please see the following help article:
Big Fish Game Club
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 timePlease keep in mind that all of our customer support is done via e-mailWe're simply not setup to offer support over the phoneThe 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 issueContact Us http://bigfishgames.custhelp.com/app/ask
Greetings,
This is Jon again with Big Fish
We have already emailed Ms*** on July 6th, informing her how the Big Fish Game Club membership was started, that it has been canceled as of July 6th, 2016, and that we have refunded the two $charges for that membership (Incident# ***)Those refunds should show up on their bank account in approximately 3-business days
It appears that we have addressed all of Ms***'s previous concerns and have nothing further to add
We 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We understand that Ms*** still has concerns regarding some recent membership charges, and we're happy to assist with resolving this situation as quickly as possible. Ms***, I understand that you no longer have the card that the charges were made onAfter checking in our system we believe we were able to locate the source of the membership charges that were being seenThe charges there were cancelled, and the refund issued for those transactions will be returned to the card that was charged for themThat refund will appear in your account within 3-business days from when the refund was issued, on May 25. I certainly want to make sure that this is worked out as quickly as possible, Ms***I've reached out through our Customer Support email system about this situation as well (Reference #***)If you have any further questions or concerns about this you're more than welcome to reply to that email or to reach out through the link I've included below, and this will be the fastest way to get in touch with us. Contact Us***
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
However, after incidences of negative comments directed toward me and being left on the site for THREE DAYS (also with the latest one discussed here) I hope that all negative postings will be removed within a reasonable time in the futureThree days is way too long to remove controversial postings(I can also submit the postings from the summer of if you wish). They were also left up for days as well
The entire family has been a long time customer (since 2007) and this is NOT the way you treat loyal customers. Kathryn is your best Customer Service rep at the company. You should thank her I have not pursued this further. She has been very nice to me and always helps me when situations arise. You do have good Customer Service people at the company. Actually, your customer service people are better than at any other gaming sites! Kudos to you!However, as I have stated in the past, you have a problem with your moderators. Your moderators need to do a better job of quelling attacks on the Forums. I don't think that is too much to ask as a loyal customer. I realize things get busy when you are short staffed; however, I would think spending five minutes to quickly review a Forum as to content is not terribly time consuming especially since the communication lately on the Forums for the HOP games is fairly light.
Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to issues in our forumsWe 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 issue
After doing some research, it appears that we responded on July 18th, (Incident# ***)I've included our response below:
***
Hi ***,
Thank you for taking the time to reach out, I am aware of and apologise for the situation that occurred in the forums this weekend
This weekend the team was down one member and it is for this reason that this thread was able to continue for longer than would normally happen
As you can see the matter has been dealt with, and we do take such matters very seriouslyI cannot speak to any specific details about other users' accounts or the actions taken upon them
At this time there are no plans to update the forum to expand functionality, and this includes adding a report feature for accounts not signed into the forum
The reviews and forum sections of our site are entirely separate, and our team follows up on reports and concerns for active members of the forumsAs your account has been inactive for some time now, we will not be addressing any further reports of activity that you may come across in choosing to continue to read the forums
Please don't hesitate to contact me with any questions or concerns you may have, I'll be happy to work through them with you
All the best,
Kathryn
Customer Supportwww.BigFishGames.comHere to help, Monday to Friday
***
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
Complaint: ***I am rejecting this response because: Considering I have games that do not work and have not worked since August 21/and I have only heard from someone from Big Fish Games days after my initial concerns, (August 31/16) and that email was a generic email sent to all of their unhappy customers I find this is the poorest of poor Customer Service
I sent my last response on September 1/and no one responded and then I responded again on September 2/and still no one has responded I have done everything that Big Fish Games has asked me to, and I still can't play my games, and I am getting no responses again I am on the verge of asking for ALL of my money back for the games that do not work!! If I do not get any satisfaction within days, I want ALL of my money back This is absolutely ridiculous!
Sincerely,*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to 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 July 25th, 2016, (Incident#*** I've included our response below:
***
Hi ***,
This is Ryan here, a dedicated Tiers 11+ VIP Support Rep on the VIP TeamThanks for writing in and it's good to hear from you
I can definitely empathize with wins not coming as often as you'd like, that's never fun and I wish that I could help turn things around for you out thereWhile I definitely wish we could make the odds better for all our awesome Tier 11+ players like yourself, as I've mentioned in the past these are not something we have any ability to adjust in Customer Support, as they do stay the same for everyone who plays
Gone ahead and added 5M to help out and keep things moving next time you playBest of luck!
Kind regards,
Ryan MTiers 11+ VIP Support Repwww.BigFishGames.comSwimming in the pond Sunday-Thursday
***
The odds in our games are the same as a real life casino and the payouts are completely randomThey are the same for everyone and there is no way to determine the typical amount that would be awarded for any of the games
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
Complaint: ***I am rejecting this response because:Sincerely,*** ***
Player ID ***
I am not contesting your Facebook removal of commenting ban on meThough none of you can seem to specifically say what you banned me forCopy and pasting your guidelines does not tell me specifically for what, what I said, which specific rule was violated
On your Facebook page you advertise contestsYour contests typically request you purchase currency, come back and comment, and share to be entered into your contestthis premise is what I'm contestingThere were a few of those contests I entered that required both to purchase and my ability to go on your Facebook pageAfter researching it tonight it seems from all contests in July that phrase has either been removed from the wording or atleast page dedicate to a contest has been removed, a gold pot of luck for gold bars
As is I cannot view if anything has been edited, removed or hidden.
During my research going back into June all your contests have this phrasing of: purchase, comment share, and now all of your July contests all of a sudden don't or the ones that did are missing
Your ban removed my posts, thus removing me from contests
Complaint: ***I am rejecting this response because:
They refunded only one of the two months unauthorized charges and still owe me but for some reason you closed the complaint. I'd like the additional money refundedAsI described this is also a persistent practice for which they are being sued, and abut which you have received many complaints and I'd like the Revdex.coms grade to reflect that.Sincerely,*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Mr*** has contacted the Revdex.com in regards to a game not working properly and an unwanted subscriptionWe are happy to assist with resolving this issue as quickly as possible
Mr***,
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 apologize for the difficulty you've encountered in trying to get supportI checked out system, and it doesn't appear that we received any emails requesting supportThis isn't to say you didn't send them, just that for whatever reason, they never made into our systemIs it possible that they were sent from an alternate email address?
I’ve done some research and it appears that the charge totaling $is for a monthly Game Club membershipLooking at the account, it appears that the membership was started on Nov29th, with the purchase of Gold Miner Vegas for $instead of the regular price of $
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 $Daily DealsIn addition, when the $is charged each month 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, and can see that you were able to successfully cancel it on Feb6th, There will be no further charges for this service
I’ve refunded the last charges made to the account, as well as the purchase of Gold Miner Vegas since that wasn't working for youThese refunds of $each are being processed as of today and should show up on your bank account in approximately 3-business days
If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is uncheckedYou can also go to the My Game Club page on your accountAt the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offersJust click on the box that says “Hide these in my shopping cart”By doing this, you will still be able to get your games, but our system will now know that you are not interested in being a Game Club member
For more information about Big Fish Game Club, please see the following help article:
Big Fish Game Club
We are always happy to help a customer directlyMr***, 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 Mr***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:After many, many e-mails, I finally received a personal response yesterday in reference to complaint ID ***I find that this resolution is satisfactory to me. It took three weeks to actually get a personal 'non boilerplate' reply, but in the end, the tech support agent Jon was able to diagnose the problem and describe step-by-step actions that have so far been working for meAt last, I am able to play my games again. Thank you Jon for your helpAnd thank you Revdex.com for 'lighting the fire' that needed to be lit. If it weren't for Revdex.com, I'd probably still be pulling my hair out in frustration
Sincerely, *** ***
Greetings,
This is Jon again with Big Fish
We recommend that Ms*** reply directly to the email response they received from us on June 14th, (Incident# ***)This will let the Customer Support Representative that was previously working her with know that the issue was not resolved by the steps providedWithout a reply back, our Customer Support Representative would have no way of knowing that Ms*** is still experiencing issues
It appears that we have addressed all of Ms***' previous concerns and have nothing further to add
We 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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
Thank you so much with your assistance the account has been deleted and I am so pleased with the response time Thank you again.Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to problems with the game, Punished Talents: Stolen Awards Collector's EditionWe 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 30th, (Incident# ***I've included our response below:
***
Hi ***,
This is Kayla, writing from SeattleThank you for writing in and letting us know you're having trouble with Punished Talents: Stolen Awards Collector's EditionIt sounds like the trial for this game worked fine, but as soon as you install the full version, you started seeing error messagesI definitely understand wanting your games to work properly, and I'll totally do my best to help you out right away
First, I’d like to apologize for the delay in resolving this issue for youWhile we definitely strive to answer all questions within 24-hours, we’ve received an unexpected influx of emails that has kept us working furiously to catch upBecause of this, we've been sending first response emails to all of the tickets that come in with general information in the hopes that they will help as many customers as possible while we work to catch upIn the email, you're invited to reply back if the issue isn't resolved, but if no response is sent, our system considers the problem solved and a representative never sees your email
If you aren't receiving these emails from us, it might help to add the following email addresses to your Contacts and/or Safe-Senders list, in order to make sure that emails from us at Big Fish Games reach you in the future: [email protected] (order confirmation emails, punch card reward emails)[email protected] (Game Splash notices, Big Fish Games newsletters)[email protected] (password reset emails)[email protected] (emails from Customer Support)[email protected] (emails from Customer Support)
I’m sorry for any inconvenience this has caused you, and I’ll totally help you out right awayJust in case we're unable to get the game fixed, I've gone ahead and issued you a complimentary coupon code that you can use to get any Collector's Edition on our site for freeHere's the coupon below:
*** (Expires: December 31, 2016)
To use the code, just copy (CTRL+C) and paste (CTRL+V) this code into the Have a coupon code? field in your shopping cart, and click on ApplyFor step-by-step instructions on using a coupon code, please check out our Using a Coupon Code help article
The problem could be that the save data has been damaged and is causing troubleIf that is the case, then the best thing to do is delete the game's saved data and return it to its original unplayed stateFair warning, this also erases any progress madeIf you'd like to try this, please follow the steps below:
First, we will want to show hidden files
Click the Start button in the lower-left and click Control PanelClick Appearance and Personalization and then click Folder OptionsClick the View tab.Under Hidden files and folders click Show hidden files, folders and driversClick Apply and OK
Once you have shown hidden files, you will want to get to the game's save folder to delete it
Click the Start button in the lower left and click ComputerDouble-click on Local Disk (C:) and open the Users folderDouble-click the folder with your username on it and then open the following folders:AppDataRoamingBlamGamesPunished_Talents_Stolen_Awards_CEOnce you're in the Punished_Talents_Stolen_Awards_CE folder, right-click on the users folder and select Delete
Once that users folder has been deleted, please open the Big Fish Games app and try playing the game again
If that doesn't do the trick, I'll need to take a look at your DrFelixI received your DrFelix, but it looks like it was the .exe versionBasically, the attachment is trying to run a DrFelix on my computerLet's give it another try and see if we can attach a file specifically titled DrFelixResults.zip
Here's the link for the DrFelix again, if you need it: Click here to download DrFelix
Select 'Run' or 'Save File' to download the DrFelix file to your desktopNext, open the 'DrFelixBigFish' fileOnce you’ve agreed to the terms, DrFelix will start gathering informationWhen DrFelix is finished, click the 'Next’ buttonA yellow .zip file, named 'DrFelixResults' will save to your desktopReply to this message and include the yellow .zip file ('DrFelixResults') as an attachmentFor instructions on how to attach a file to an email, please see the following help article: Attach a File to Your Email
Here's a useful help article with more information and step by step instructions for Dr Felix: DrFelix Diagnostics Report
I hope this resolves the issue for you! If not, please reply directly to this email with the attached DrFelix at your convenienceAs soon as I get it, I'll be happy to dig into what the cause of this issue might beIf you have any additional questions or concerns, please feel free to include them and I'll be happy to assist you further
Best wishes,
Kaylawww.BigFishGames.comFloating in the pond Tuesday - Saturday
***
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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough it would have been better if they had replied to my emails directly, however, they have responded nowThank you for your help in resolving this matter.Sincerely, *** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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 I have contacted my bank this morning and all ten refunds have finally been deposited. Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to 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 issue
After doing some research, it appears that we responded on March 9th, 2016, (Incident# ***)I've included our response below:
***
Hey ***,
Thanks for getting back to me, and I apologize for that delayI was able to find this instance in our Blackjack logs on March 5, and I do see there was a disconnect from the server at 3:PM PSTIt's important to note that when there's any sort of connection hiccup in Blackjack, the server doesn't use all your chipsIf you leave a room or get booted, the server will only complete the current hand in play, and it's still possible to win on that hand depending on the dealer's hand
The hand directly before that disconnect had a total of (which isn't bad!), but the dealer's hand had 19, so that particular hand was a bustThe server did credit the account correctly, though
It may be worth mentioning that even if our servers and your devices and local Internet are fast and running just fine, issues like being removed from a table can happen if the connection is interrupted, which can occur at any timeThe data that goes back and forth between a device and the game servers has to travel through connecting hubs, routers, and networks. Even if everything is perfect on your end and ours, there can be other interruptions along the way that can cause these hiccups
A helpful analogy for me is to think of it as a freeway. Cars might not have any trouble entering or exiting a freeway, but sometimes there can be traffic, road construction, accidents, or other things that might prevent a smooth journeyIn other words, it may have nothing to do with your Wifi/data or our servers
I hope that information helps shed some light on how things work! I know it's frustrating to get booted, and I'm really sorry to hear that happenedWhile I can't credit all of the chips lost in Blackjack, I do want to help out, so I've added 20M chips to your account for the trouble
Feel free to let us know if you need anything
Best wishes,
McKenzie M.Tier VIP Support Repwww.BigFishGames.comSplashin' 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
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to an unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs***,
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’ve done some research and it appears that the charge totaling $is for a monthly Game Club membershipLooking at the account, it appears that the membership was started on Nov29th, 2007with the purchase of Hidden Expedition: Titanic for $instead of the regular price of $
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 $Daily DealsIn addition, when the $is charged each month 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 I have gone ahead and canceled it for you as of Monday, November 16, There will be no further charges for this serviceI’ve also refunded the last charges made to the account for $($+ tax) eachThese refunds are being processed as of today and should show up on your bank account in approximately 3-business days
Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club creditsIf you need more information on how to use a Game Club credit, I’ve included a link to article below that will help:
Using Game Club Credits
If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is uncheckedYou can also go to the My Game Club page on your accountAt the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offersJust click on the box that says “Hide these in my shopping cart”By doing this, you will still be able to get your games, but our system will now know that you are not interested in being a Game Club member
For more information about Big Fish Game Club, please see the following help article:
Big Fish Game Club
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 timePlease keep in mind that all of our customer support is done via e-mailWe're simply not setup to offer support over the phoneThe 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 issueContact Us http://bigfishgames.custhelp.com/app/ask
Greetings,
This is Jon again with Big Fish
We have already emailed Ms*** on July 6th, informing her how the Big Fish Game Club membership was started, that it has been canceled as of July 6th, 2016, and that we have refunded the two $charges for that membership (Incident# ***)Those refunds should show up on their bank account in approximately 3-business days
It appears that we have addressed all of Ms***'s previous concerns and have nothing further to add
We 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We understand that Ms*** still has concerns regarding some recent membership charges, and we're happy to assist with resolving this situation as quickly as possible. Ms***, I understand that you no longer have the card that the charges were made onAfter checking in our system we believe we were able to locate the source of the membership charges that were being seenThe charges there were cancelled, and the refund issued for those transactions will be returned to the card that was charged for themThat refund will appear in your account within 3-business days from when the refund was issued, on May 25. I certainly want to make sure that this is worked out as quickly as possible, Ms***I've reached out through our Customer Support email system about this situation as well (Reference #***)If you have any further questions or concerns about this you're more than welcome to reply to that email or to reach out through the link I've included below, and this will be the fastest way to get in touch with us. Contact Us***
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
However, after incidences of negative comments directed toward me and being left on the site for THREE DAYS (also with the latest one discussed here) I hope that all negative postings will be removed within a reasonable time in the futureThree days is way too long to remove controversial postings(I can also submit the postings from the summer of if you wish). They were also left up for days as well
The entire family has been a long time customer (since 2007) and this is NOT the way you treat loyal customers. Kathryn is your best Customer Service rep at the company. You should thank her I have not pursued this further. She has been very nice to me and always helps me when situations arise. You do have good Customer Service people at the company. Actually, your customer service people are better than at any other gaming sites! Kudos to you!However, as I have stated in the past, you have a problem with your moderators. Your moderators need to do a better job of quelling attacks on the Forums. I don't think that is too much to ask as a loyal customer. I realize things get busy when you are short staffed; however, I would think spending five minutes to quickly review a Forum as to content is not terribly time consuming especially since the communication lately on the Forums for the HOP games is fairly light.
Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to issues in our forumsWe 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 issue
After doing some research, it appears that we responded on July 18th, (Incident# ***)I've included our response below:
***
Hi ***,
Thank you for taking the time to reach out, I am aware of and apologise for the situation that occurred in the forums this weekend
This weekend the team was down one member and it is for this reason that this thread was able to continue for longer than would normally happen
As you can see the matter has been dealt with, and we do take such matters very seriouslyI cannot speak to any specific details about other users' accounts or the actions taken upon them
At this time there are no plans to update the forum to expand functionality, and this includes adding a report feature for accounts not signed into the forum
The reviews and forum sections of our site are entirely separate, and our team follows up on reports and concerns for active members of the forumsAs your account has been inactive for some time now, we will not be addressing any further reports of activity that you may come across in choosing to continue to read the forums
Please don't hesitate to contact me with any questions or concerns you may have, I'll be happy to work through them with you
All the best,
Kathryn
Customer Supportwww.BigFishGames.comHere to help, Monday to Friday
***
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
Complaint: ***I am rejecting this response because: Considering I have games that do not work and have not worked since August 21/and I have only heard from someone from Big Fish Games days after my initial concerns, (August 31/16) and that email was a generic email sent to all of their unhappy customers I find this is the poorest of poor Customer Service
I sent my last response on September 1/and no one responded and then I responded again on September 2/and still no one has responded I have done everything that Big Fish Games has asked me to, and I still can't play my games, and I am getting no responses again I am on the verge of asking for ALL of my money back for the games that do not work!! If I do not get any satisfaction within days, I want ALL of my money back This is absolutely ridiculous!
Sincerely,*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to 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 July 25th, 2016, (Incident#*** I've included our response below:
***
Hi ***,
This is Ryan here, a dedicated Tiers 11+ VIP Support Rep on the VIP TeamThanks for writing in and it's good to hear from you
I can definitely empathize with wins not coming as often as you'd like, that's never fun and I wish that I could help turn things around for you out thereWhile I definitely wish we could make the odds better for all our awesome Tier 11+ players like yourself, as I've mentioned in the past these are not something we have any ability to adjust in Customer Support, as they do stay the same for everyone who plays
Gone ahead and added 5M to help out and keep things moving next time you playBest of luck!
Kind regards,
Ryan MTiers 11+ VIP Support Repwww.BigFishGames.comSwimming in the pond Sunday-Thursday
***
The odds in our games are the same as a real life casino and the payouts are completely randomThey are the same for everyone and there is no way to determine the typical amount that would be awarded for any of the games
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
Complaint: ***I am rejecting this response because:Sincerely,*** ***
Player ID ***
I am not contesting your Facebook removal of commenting ban on meThough none of you can seem to specifically say what you banned me forCopy and pasting your guidelines does not tell me specifically for what, what I said, which specific rule was violated
On your Facebook page you advertise contestsYour contests typically request you purchase currency, come back and comment, and share to be entered into your contestthis premise is what I'm contestingThere were a few of those contests I entered that required both to purchase and my ability to go on your Facebook pageAfter researching it tonight it seems from all contests in July that phrase has either been removed from the wording or atleast page dedicate to a contest has been removed, a gold pot of luck for gold bars
As is I cannot view if anything has been edited, removed or hidden.
During my research going back into June all your contests have this phrasing of: purchase, comment share, and now all of your July contests all of a sudden don't or the ones that did are missing
Your ban removed my posts, thus removing me from contests
Complaint: ***I am rejecting this response because:
They refunded only one of the two months unauthorized charges and still owe me but for some reason you closed the complaint. I'd like the additional money refundedAsI described this is also a persistent practice for which they are being sued, and abut which you have received many complaints and I'd like the Revdex.coms grade to reflect that.Sincerely,*** ***
Big Fish Recent Revdex.com Correspondence
We understand that Mr*** has contacted the Revdex.com in regards to a game not working properly and an unwanted subscriptionWe are happy to assist with resolving this issue as quickly as possible
Mr***,
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 apologize for the difficulty you've encountered in trying to get supportI checked out system, and it doesn't appear that we received any emails requesting supportThis isn't to say you didn't send them, just that for whatever reason, they never made into our systemIs it possible that they were sent from an alternate email address?
I’ve done some research and it appears that the charge totaling $is for a monthly Game Club membershipLooking at the account, it appears that the membership was started on Nov29th, with the purchase of Gold Miner Vegas for $instead of the regular price of $
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 $Daily DealsIn addition, when the $is charged each month 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, and can see that you were able to successfully cancel it on Feb6th, There will be no further charges for this service
I’ve refunded the last charges made to the account, as well as the purchase of Gold Miner Vegas since that wasn't working for youThese refunds of $each are being processed as of today and should show up on your bank account in approximately 3-business days
If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is uncheckedYou can also go to the My Game Club page on your accountAt the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offersJust click on the box that says “Hide these in my shopping cart”By doing this, you will still be able to get your games, but our system will now know that you are not interested in being a Game Club member
For more information about Big Fish Game Club, please see the following help article:
Big Fish Game Club
We are always happy to help a customer directlyMr***, 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 Mr***’s concerns with this issue
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:After many, many e-mails, I finally received a personal response yesterday in reference to complaint ID ***I find that this resolution is satisfactory to me. It took three weeks to actually get a personal 'non boilerplate' reply, but in the end, the tech support agent Jon was able to diagnose the problem and describe step-by-step actions that have so far been working for meAt last, I am able to play my games again. Thank you Jon for your helpAnd thank you Revdex.com for 'lighting the fire' that needed to be lit. If it weren't for Revdex.com, I'd probably still be pulling my hair out in frustration
Sincerely, *** ***
Greetings,
This is Jon again with Big Fish
We recommend that Ms*** reply directly to the email response they received from us on June 14th, (Incident# ***)This will let the Customer Support Representative that was previously working her with know that the issue was not resolved by the steps providedWithout a reply back, our Customer Support Representative would have no way of knowing that Ms*** is still experiencing issues
It appears that we have addressed all of Ms***' previous concerns and have nothing further to add
We 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
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
Thank you so much with your assistance the account has been deleted and I am so pleased with the response time Thank you again.Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Ms*** has contacted the Revdex.com in regards to problems with the game, Punished Talents: Stolen Awards Collector's EditionWe 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 30th, (Incident# ***I've included our response below:
***
Hi ***,
This is Kayla, writing from SeattleThank you for writing in and letting us know you're having trouble with Punished Talents: Stolen Awards Collector's EditionIt sounds like the trial for this game worked fine, but as soon as you install the full version, you started seeing error messagesI definitely understand wanting your games to work properly, and I'll totally do my best to help you out right away
First, I’d like to apologize for the delay in resolving this issue for youWhile we definitely strive to answer all questions within 24-hours, we’ve received an unexpected influx of emails that has kept us working furiously to catch upBecause of this, we've been sending first response emails to all of the tickets that come in with general information in the hopes that they will help as many customers as possible while we work to catch upIn the email, you're invited to reply back if the issue isn't resolved, but if no response is sent, our system considers the problem solved and a representative never sees your email
If you aren't receiving these emails from us, it might help to add the following email addresses to your Contacts and/or Safe-Senders list, in order to make sure that emails from us at Big Fish Games reach you in the future:
[email protected] (order confirmation emails, punch card reward emails)[email protected] (Game Splash notices, Big Fish Games newsletters)[email protected] (password reset emails)[email protected] (emails from Customer Support)[email protected] (emails from Customer Support)
I’m sorry for any inconvenience this has caused you, and I’ll totally help you out right awayJust in case we're unable to get the game fixed, I've gone ahead and issued you a complimentary coupon code that you can use to get any Collector's Edition on our site for freeHere's the coupon below:
*** (Expires: December 31, 2016)
To use the code, just copy (CTRL+C) and paste (CTRL+V) this code into the Have a coupon code? field in your shopping cart, and click on ApplyFor step-by-step instructions on using a coupon code, please check out our Using a Coupon Code help article
The problem could be that the save data has been damaged and is causing troubleIf that is the case, then the best thing to do is delete the game's saved data and return it to its original unplayed stateFair warning, this also erases any progress madeIf you'd like to try this, please follow the steps below:
First, we will want to show hidden files
Click the Start button in the lower-left and click Control PanelClick Appearance and Personalization and then click Folder OptionsClick the View tab.Under Hidden files and folders click Show hidden files, folders and driversClick Apply and OK
Once you have shown hidden files, you will want to get to the game's save folder to delete it
Click the Start button in the lower left and click ComputerDouble-click on Local Disk (C:) and open the Users folderDouble-click the folder with your username on it and then open the following folders:AppDataRoamingBlamGamesPunished_Talents_Stolen_Awards_CEOnce you're in the Punished_Talents_Stolen_Awards_CE folder, right-click on the users folder and select Delete
Once that users folder has been deleted, please open the Big Fish Games app and try playing the game again
If that doesn't do the trick, I'll need to take a look at your DrFelixI received your DrFelix, but it looks like it was the .exe versionBasically, the attachment is trying to run a DrFelix on my computerLet's give it another try and see if we can attach a file specifically titled DrFelixResults.zip
Here's the link for the DrFelix again, if you need it: Click here to download DrFelix
Select 'Run' or 'Save File' to download the DrFelix file to your desktopNext, open the 'DrFelixBigFish' fileOnce you’ve agreed to the terms, DrFelix will start gathering informationWhen DrFelix is finished, click the 'Next’ buttonA yellow .zip file, named 'DrFelixResults' will save to your desktopReply to this message and include the yellow .zip file ('DrFelixResults') as an attachmentFor instructions on how to attach a file to an email, please see the following help article: Attach a File to Your Email
Here's a useful help article with more information and step by step instructions for Dr Felix: DrFelix Diagnostics Report
I hope this resolves the issue for you! If not, please reply directly to this email with the attached DrFelix at your convenienceAs soon as I get it, I'll be happy to dig into what the cause of this issue might beIf you have any additional questions or concerns, please feel free to include them and I'll be happy to assist you further
Best wishes,
Kaylawww.BigFishGames.comFloating in the pond Tuesday - Saturday
***
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