Revdex.com:I reviewed the response made by the business in reference to complaint ID ***, and find this resolution is satisfactory to me.The actual response I received is below and in bold typeI'm happy with the adjustments that Jon said would be madeAt this time I have received a partial repayment of diamonds to my game account
We've added the Diamonds that went missing after the update back to your account, along with an additional You should see this in an in-game message from the Midnight Castle CS Team.Since we don't have direct access to the accounts, we've reached out to the developers of Midnight Castle and requested that they advance you back to level We've also asked that they add the following to your game: Pet Medallions, Snowflakes, shards, gifts from friendsSince this request is being handled outside of Big Fish, it might take a bit for those to get added to the account
I received diamonds and I'm waiting for the other items which Jon said would take some timeSo, yes, I'm satisfied it Big Fish follows through with what they said they would do. I did ask that they not update my level status since I bypassed that level.Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to canceling an unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Mr. [redacted] has already contacted us directly through our...
website about this issue. After doing some research, it appears that we responded on March 14th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi, [redacted],
This is Leslie in Seattle. It sounds like there have been some unexplained charges from us, even though you requested that your account be shut down in July. I completely understand looking in to these charges, and I'm going to do everything I can to resolve his quickly.
I've searched our system using the email address [redacted]@gmail.com, but I was unable to locate any recent charges. I want to get this resolved for you as quickly as possible, and in order to do that I'll need a little more information. Here's the information I can use to continue searching our system:
<as-html><ol> <li>First 4 and last 4 digits of the card that was charged</li> <ul> <li>Example: 1234 XXXX XXXX 5678</li> </ul> <li>Expiration date of the card</li> <li>Name exactly as it appears on the card</li> <li>Item description for the charge on your bank or credit card statement</li> <li>Another email address that may have been used</li> <li>Date and amount of charge</li> <li>Billing address</li></ol></as-html>
As soon as I get a little more information, I’ll be able to continue searching for a resolution. Please reply directly to this email, and thank you so much for your patience.
All the best,
Lesliewww.BigFishGames.comSinging in the pond Tuesday – Saturday
[redacted]
I can also see that Leslie had escalated this up to our Tier II Billing Specialist after being unable to find the source of the charges and not receiving any additional infomation from Mr. [redacted]. That specialist explained that the membership charges were not coming from the account provided by Mr. [redacted] and that, in order to get those charges stopped and possibly refunded, we would need additional information.
We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]
I am rejecting this response because: The account number isn't a card I have now. The card it should be returned on ends with [redacted].Please call if you need the rest of the number [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to their Big Fish Casino account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about this issue. After doing some research, it appears that we responded on November 28, 2016 09:12 AM, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted], This is Chris again over at Casino. We were able to get the ban removed from your account, and it looks like you have been able to play again. Keep on enjoying Casino and have a great day!Chriswww.BigFishGames.comSplashing in the pond Sunday - Thursday[redacted]I can see that in addition to the ban being removed, we credited your account with 1,500,000,000 chips on November 28th, 2016. This brought the total number of chips on your account from 138,515 to 1,500,138,515.We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I do believe they should remove the feature of the monthly subscription from the check out page unless a person adds it to their cart willfully. I believe this will cut down on unfounded charges to unknowing customers.Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to downloading your game, Home Sweet Home. We are happy to assist with resolving this issue as quick as possible.
It appears that Mr. [redacted] has already contacted us directly through our website...
about this issue. After doing some research, it appears that we responded on April 14th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you want to re-install one of your games, Home Sweet Home. I can help you with this. Looking at your account under the [redacted]@yahoo.com email address, I'm not seeing that game in your Purchase History. Is it possible that this game was purchased under another account?
I don't want you to be without your game, so I've issued you a 100% off coupon code that will let you get Home Sweet Home on your main account, free of charge. Here is your coupon code along with a link to the game on our site:
<as-html><a href="Home'>http://www.bigfishgames.com/games/2252">Home Sweet Home</a></as-html>
[redacted]
If you need more information on how to use a coupon code, I’ve included a link to article below that will help.
Using A Coupon Code<as-html><a href="Using'>https://bigfishgames.custhelp.com/app/answers/detail/a_id/952"&g...⇄ A Coupon Code</a></as-html>
I hope this helps, and if you have any other questions, please feel free to contact me again. I am more than happy to help.
JonTier II Billing - Customer Supportwww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST
[redacted]
We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted] concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] that is a lie I have emailed them in the past for the issues and they have not responded b4 till i started getting angry and pissed and started using a language thats when I got there attention but too be honest I really think its a bs on there prt honestly I been a customer too them for years and I felt like im not a buying customer I have few friends there where they get chips back and get help when they address on the issue but I get nothing from them thats why it got too a point where I jus had enough of there games and bs and been treated like im not a customer is there anything gone be done about my banned account or am I gone continue been treated like im a customer
We understand that Mr. [redacted] has contacted the Revdex.com in regards to purchases made in Big Fish Casino. We are happy to assist Mr. [redacted] with resolving this issue as quickly as possible. Mr. [redacted], Because purchases made through the [redacted] store go directly through Apple, Big Fish is unable to...
see the details of those purchases or issue refunds for them. Additionally, while Big Fish only charges the prices shown in the store, depending on state or location, [redacted] may charge additional taxes and fees. These fees are outside of Big Fish’s control, and [redacted] can make changes to these fees at their own discretion. While Customer Support is happy to provide information available to us regarding recent purchases made on the account, we are unable to issue refunds for purchases made through [redacted]. Customer Support is able to credit an account when purchases don’t appear to have credited, as shown in our correspondence with you from November 17th, 2017:Hi there [redacted], This is Mason from Seattle. Thanks for writing in today. I can see you've been waiting and I'd like to sincerely apologize for the delay. We're working on getting back to our customers as soon as possible. Thank you for being so patient, it is truly appreciated. I'm sorry to hear that, among other problems, there was an unexpected charge made to your account. I appreciate you providing a receipt of that purchase, and I've been able to credit your account for that purchase taking into account 4.5x sale that was running on October 27, 2017. That comes out to an extra 742,500 chips, which takes your total from 5,345,309 to 5,394,809 chips, and 1,500 VIP points, which takes that total from 173,613 to 175,113 points at the time of this email. While we haven't verified these other specific incidents, we definitely appreciate you as a customer and have added 10,000,000 chips to your account right away for any inconvenience this time. This now takes your total from 5,625,809 to 15,625,809 chips as of this email.We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future, the best way to reach us is through our Contact Us Page (linked below). An account specialist has also reached out to you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to address any additional questions or concerns. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. We hope that we have resolved Mr. [redacted]'s concerns with these purchase issues. Contact Customer Support
Complaint: [redacted]I am rejecting this response because:it is the same response I received which doesn't tell me why I was banned. This response is no resolution. I want a resolution
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to a purchase for our Free to Play game, Midnight Castle. We are happy to assist with resolving this issue as quick as possible. It appears that [redacted] has already contacted us directly...
through our website about this issue. After doing some research, it appears that we responded on Jan. 16th, 2017 (Incident# [redacted]). I've included our response below:[redacted]Thank you for sending that along. I do see that order in our servers and it looks like I'm not seeing the original ID sent from under that address. I do apologize for any inconvenience that this may cause. To help recover your game, we've gone ahead and added a generic level 38 progress into your game for you.While this may not be your exact game, I do hope that it gets you about to where you were. To help make up for the trouble, I've also refunded that $39.99 for you. You should see that return to your account in 3-7 business days depending on your financial institution.I hope that this totally helped you out!
We are always happy to help a customer directly. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted]’s concerns with this issue.
We understand that Ms. [redacted] has contacted the Revdex.com in regards to recurring charges on her account. We are happy to assist her with resolving this issue as quickly as possible. Ms. [redacted], I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #[redacted]). I've...
pasted our correspondence below for your convenience: After looking in our system, I was able to locate your account under xxxxx@xxx, but was unable to find any recent charges to this account. Using the account information under xxxxx@xxx, I continued searching our system and located another account under xxxxx@xxx, which is where the charges are coming from. It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of Mystery Trackers: Queen of Hearts Collector's Edition on April 4, 2017 from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details: Big Fish Game Club Since this membership is under an unused account, I've canceled it and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for 2 months of charges to this account, and a refund of 15.22 (USD) will show up in about 3-10 days. You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase. We understand that you’ve received a new card within the past month. If that card is linked to the same financial account as the previous one, it’s possible that the credit card company updated the payment information for that Big Fish Games Club membership. This would mean that the membership charges would be switched to the new card. However, we can confirm that these charges have now been cancelled, and you will no longer see any transactions related to that membership. We also understand that you’d prefer to have your information removed from our system. We want to make sure you’re still able to access your games if you want to play them, however the billing information on those accounts can be removed directly from our website without suspending access to your accounts. If you’re interested in pursuing this option, those billing profiles can be removed using the steps below: 1. Sign in to your Big Fish Games account. 2. Click on your user name. 3. In the drop down menu, select Billing Info. 4. You should then see your card information. Click the Delete option to remove the card information from the account. We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. If you reply through that message with reference #[redacted], 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. Please feel free to let us know through any of those methods if you have any further questions or concerns about this. Contact Us https://bigfishgames.zendesk.com/hc/en-us/articles/230538107
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would appreciate it if you would cancel my subscription. Thank you so much for your help. Sincerely, [redacted]
10:28 AM
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to unwanted charges. We are happy to assist with resolving this issue as quick as possible.
It appears that Mr. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on May 10th 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hey there [redacted],
This is Corey in Seattle. Thanks so much for writing in. It sounds like there has been some unwanted charges on your account recently. It absolutely makes sense to want to look into these charges, and I can totally help you out with this today.
After looking in our system, I was able to locate your account under [redacted]@gmail.com, but was unable to find any recent charges to this account. Using the account information under [redacted]@gmail.com, I continued searching our system and located another account under [redacted] which is where the charges are coming from.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
Since this membership is under an unused account, I've canceled it and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for month of charges to this account, and a refund will show up in about 3-10 days.
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
I hope this helps resolve why you've been seeing these charges lately. If you have any more questions, please don't hesitate to respond directly to this email, and I'll be here waiting to do anything I can to help you out.
Best,
Coreywww.BigFishGames.comSwimming in the pond Sunday-Thursday
[redacted]
We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We understand that Ms. [redacted] has contacted the Revdex.com in regards to changes to the VIP program and in regards to the odds in Big Fish Casino and Jackpot Magic Slots. We are happy to assist Ms. [redacted] with resolving this issue as quick as possible. Ms. [redacted], We recently made some...
changes to our VIP program with the intention of improving overall player experience. One such change was that VIP points can now be earned by leveling up, in addition to making purchases. As part of this change, all accounts retroactively received VIP points based on the XP level on August 2, 2017, including your account: 18,875 VIP points were added to your Casino account, which increased the total at that time from 417,202 to 436,077, and 18,275 VIP points were added to your Jackpot Magic Slots account, which increased the VIP points at that time from 705,700 to 723,975. The number of VIP points required to increase the VIP of an account was not and has not been changed. In some cases, for some players, the increase in VIP points led to an increase in VIP tier; however, the amount of VIP points on your accounts after those VIP points were added was not high enough to increase the tier, which is why it did not increase at that time. Regarding Club leadership, Big Fish Customer Support is unable to restore Club points to a Club member or Club. Additionally, we are unable to remove Club members from a Club; only the Club leader and co-leaders have that ability. As to the odds in our games, the likelihood of success or failure in all our slot and table games is the same for all players, do not change at any point for any player, and are not manipulated in anyway. We want to ensure that you can enjoy yourself as much as possible when playing Big Fish Casino, and the following help article has further information about this: Odds In regards to the refund that has been requested, as the chips and coins that were purchased have been used, we’re unable to issue any refunds; however, we were able to add 25,000,000 chips to your Casino account and 25,000,000 coins to your Jackpot Magic Slots account, which raised the respective totals on the accounts from 127,648 to 25,127,648 chips, and from 104,720 to 25,104,720 coins. We are always happy to help a customer directly. Ms [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below. An account specialist has also reached out to you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to address any additional questions or concerns. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. We hope that we have resolved Ms. [redacted]’s concerns with these issues. Contact Us Contact Customer Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Again I state that I did not knowingly enroll in this program At no time did I participate in the members exclusive benefits, nor redeem any credits. I would like all the charges refunded to me, not just the few
from my credit card company and the few others that Big Fish refunded , but all of the remaining charges. Thank you
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this issue....
After doing some research, it appears that we responded on Feb. 2nd, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
This is Kayla in Seattle. It looks like there are some unwanted charges on your account. I absolutely understand looking into this matter, and I can totally take care of this for you right away.
First, I’d like to apologize for the delay in our response, as well as the last email you received. We do our best to make every response personal, but we’ve received an unexpected influx of emails that have made it hard for us to keep our response time to the 48-72 hour range that we expect. We sent out that email in the hopes that it would help as many people as possible while we work furiously to catch up. I’m sorry for any inconvenience this has caused you, and I’ll totally help you out right away.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of a game from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
I can see that the membership has been canceled and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for the last 6 months of charges to this account, and a refund of $41.94 will show up in about 3-10 days.
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
I hope I was able to help you out today. If you have any more questions or concerns, please reply directly to this email and I'll be happy to assist you further.
Best wishes,
Kaylawww.BigFishGames.comFloating in the pond Monday - Friday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted]-[redacted] has contacted the Revdex.com in regards to charges from our Big Fish Casino game. We are happy to assist with resolving this issue as quickly as possible. Ms. [redacted]-[redacted], My name is Jon, I’m one of the Customer Support Tier II...
Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you're seeing charges for Big Fish Casino and have concerns that you may be being billed incorrectly. I'd be happy to look into this for you. First, I'll need the Friend Code for your husband's account. You can find the new Friend Code by opening up Casino, clicking/tapping your profile picture, and looking at the bottom of the pop up for "Friend Code". This will let me see what purchases he's made on that account recently. You mentioned that the purchases/charges on your card are going through [redacted]. To look into the orders in question, can you please send me a screenshot of the receipt for the purchase from [redacted]? This will allow me to cross-reference them with what I see on your husband's Casino account. To take a screenshot, simultaneously hold down the Home and Sleep/Wake buttons, then release them at the same time. You'll hear the same shutter snap sound the device makes when it takes a photo, and you'll find the screenshot in the Photos app. Here's how to attach the screen capture to our email: 1) Open the Photos application on your device and find the screenshot, then tap the screen to bring up the menu bars at the top and bottom. 2) In the top right corner, tap the button that looks like an arrow coming out of a box.3) A menu will appear. At the very bottom of that menu, tap Copy Photo.4) You can then attach the photo to a reply email. Please make sure to open your internet browser and go to your mail client's actual website rather than use an App to send the email. Otherwise, the picture will not come through at all.Just in case, I’ve added a couple of great help articles with specific instructions on how to get this done:<as-html><a href="https://bigfishgames.custhelp.com/app/answers/detail/a_id/188">Taking a Screenshot</a></as-html><as-html><a href="https://bigfishgames.custhelp.com/app/answers/detail/a_id/167">Attach a File to Your Email</a></as-html>Once I have this information, I can begin to find out more about the charges you're seeing. The last thing we want is for you to be charged for something you don't want. We are always happy to help a customer directly. Ms. [redacted]-[redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]-[redacted]’s concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask
Revdex.com:I reviewed the response made by the business in reference to complaint ID ***, and find this resolution is satisfactory to me.The actual response I received is below and in bold typeI'm happy with the adjustments that Jon said would be madeAt this time I have received a partial repayment of diamonds to my game account
We've added the Diamonds that went missing after the update back to your account, along with an additional You should see this in an in-game message from the Midnight Castle CS Team.Since we don't have direct access to the accounts, we've reached out to the developers of Midnight Castle and requested that they advance you back to level We've also asked that they add the following to your game: Pet Medallions, Snowflakes, shards, gifts from friendsSince this request is being handled outside of Big Fish, it might take a bit for those to get added to the account
I received diamonds and I'm waiting for the other items which Jon said would take some timeSo, yes, I'm satisfied it Big Fish follows through with what they said they would do. I did ask that they not update my level status since I bypassed that level.Sincerely, *** ***
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to canceling an unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Mr. [redacted] has already contacted us directly through our...
website about this issue. After doing some research, it appears that we responded on March 14th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi, [redacted],
This is Leslie in Seattle. It sounds like there have been some unexplained charges from us, even though you requested that your account be shut down in July. I completely understand looking in to these charges, and I'm going to do everything I can to resolve his quickly.
I've searched our system using the email address [redacted]@gmail.com, but I was unable to locate any recent charges. I want to get this resolved for you as quickly as possible, and in order to do that I'll need a little more information. Here's the information I can use to continue searching our system:
<as-html><ol> <li>First 4 and last 4 digits of the card that was charged</li> <ul> <li>Example: 1234 XXXX XXXX 5678</li> </ul> <li>Expiration date of the card</li> <li>Name exactly as it appears on the card</li> <li>Item description for the charge on your bank or credit card statement</li> <li>Another email address that may have been used</li> <li>Date and amount of charge</li> <li>Billing address</li></ol></as-html>
As soon as I get a little more information, I’ll be able to continue searching for a resolution. Please reply directly to this email, and thank you so much for your patience.
All the best,
Lesliewww.BigFishGames.comSinging in the pond Tuesday – Saturday
[redacted]
I can also see that Leslie had escalated this up to our Tier II Billing Specialist after being unable to find the source of the charges and not receiving any additional infomation from Mr. [redacted]. That specialist explained that the membership charges were not coming from the account provided by Mr. [redacted] and that, in order to get those charges stopped and possibly refunded, we would need additional information.
We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]
I am rejecting this response because: The account number isn't a card I have now. The card it should be returned on ends with [redacted].Please call if you need the rest of the number [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to their Big Fish Casino account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about this issue. After doing some research, it appears that we responded on November 28, 2016 09:12 AM, (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted], This is Chris again over at Casino. We were able to get the ban removed from your account, and it looks like you have been able to play again. Keep on enjoying Casino and have a great day!Chriswww.BigFishGames.comSplashing in the pond Sunday - Thursday[redacted]I can see that in addition to the ban being removed, we credited your account with 1,500,000,000 chips on November 28th, 2016. This brought the total number of chips on your account from 138,515 to 1,500,138,515.We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I do believe they should remove the feature of the monthly subscription from the check out page unless a person adds it to their cart willfully. I believe this will cut down on unfounded charges to unknowing customers.Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to downloading your game, Home Sweet Home. We are happy to assist with resolving this issue as quick as possible.
It appears that Mr. [redacted] has already contacted us directly through our website...
about this issue. After doing some research, it appears that we responded on April 14th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you want to re-install one of your games, Home Sweet Home. I can help you with this. Looking at your account under the [redacted]@yahoo.com email address, I'm not seeing that game in your Purchase History. Is it possible that this game was purchased under another account?
I don't want you to be without your game, so I've issued you a 100% off coupon code that will let you get Home Sweet Home on your main account, free of charge. Here is your coupon code along with a link to the game on our site:
<as-html><a href="Home'>http://www.bigfishgames.com/games/2252">Home Sweet Home</a></as-html>
[redacted]
If you need more information on how to use a coupon code, I’ve included a link to article below that will help.
Using A Coupon Code<as-html><a href="Using'>https://bigfishgames.custhelp.com/app/answers/detail/a_id/952"&g...⇄ A Coupon Code</a></as-html>
I hope this helps, and if you have any other questions, please feel free to contact me again. I am more than happy to help.
JonTier II Billing - Customer Supportwww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST
[redacted]
We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted] concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] that is a lie I have emailed them in the past for the issues and they have not responded b4 till i started getting angry and pissed and started using a language thats when I got there attention but too be honest I really think its a bs on there prt honestly I been a customer too them for years and I felt like im not a buying customer I have few friends there where they get chips back and get help when they address on the issue but I get nothing from them thats why it got too a point where I jus had enough of there games and bs and been treated like im not a customer is there anything gone be done about my banned account or am I gone continue been treated like im a customer
We understand that Mr. [redacted] has contacted the Revdex.com in regards to purchases made in Big Fish Casino. We are happy to assist Mr. [redacted] with resolving this issue as quickly as possible. Mr. [redacted], Because purchases made through the [redacted] store go directly through Apple, Big Fish is unable to...
see the details of those purchases or issue refunds for them. Additionally, while Big Fish only charges the prices shown in the store, depending on state or location, [redacted] may charge additional taxes and fees. These fees are outside of Big Fish’s control, and [redacted] can make changes to these fees at their own discretion. While Customer Support is happy to provide information available to us regarding recent purchases made on the account, we are unable to issue refunds for purchases made through [redacted]. Customer Support is able to credit an account when purchases don’t appear to have credited, as shown in our correspondence with you from November 17th, 2017:Hi there [redacted], This is Mason from Seattle. Thanks for writing in today. I can see you've been waiting and I'd like to sincerely apologize for the delay. We're working on getting back to our customers as soon as possible. Thank you for being so patient, it is truly appreciated. I'm sorry to hear that, among other problems, there was an unexpected charge made to your account. I appreciate you providing a receipt of that purchase, and I've been able to credit your account for that purchase taking into account 4.5x sale that was running on October 27, 2017. That comes out to an extra 742,500 chips, which takes your total from 5,345,309 to 5,394,809 chips, and 1,500 VIP points, which takes that total from 173,613 to 175,113 points at the time of this email. While we haven't verified these other specific incidents, we definitely appreciate you as a customer and have added 10,000,000 chips to your account right away for any inconvenience this time. This now takes your total from 5,625,809 to 15,625,809 chips as of this email.We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future, the best way to reach us is through our Contact Us Page (linked below). An account specialist has also reached out to you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together to address any additional questions or concerns. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. We hope that we have resolved Mr. [redacted]'s concerns with these purchase issues. Contact Customer Support
Complaint: [redacted]I am rejecting this response because:it is the same response I received which doesn't tell me why I was banned. This response is no resolution. I want a resolution
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to a purchase for our Free to Play game, Midnight Castle. We are happy to assist with resolving this issue as quick as possible. It appears that [redacted] has already contacted us directly...
through our website about this issue. After doing some research, it appears that we responded on Jan. 16th, 2017 (Incident# [redacted]). I've included our response below:[redacted]Thank you for sending that along. I do see that order in our servers and it looks like I'm not seeing the original ID sent from under that address. I do apologize for any inconvenience that this may cause. To help recover your game, we've gone ahead and added a generic level 38 progress into your game for you.While this may not be your exact game, I do hope that it gets you about to where you were. To help make up for the trouble, I've also refunded that $39.99 for you. You should see that return to your account in 3-7 business days depending on your financial institution.I hope that this totally helped you out!
We are always happy to help a customer directly. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed [redacted]’s concerns with this issue.
We understand that Ms. [redacted] has contacted the Revdex.com in regards to recurring charges on her account. We are happy to assist her with resolving this issue as quickly as possible. Ms. [redacted], I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference #[redacted]). I've...
pasted our correspondence below for your convenience: After looking in our system, I was able to locate your account under xxxxx@xxx, but was unable to find any recent charges to this account. Using the account information under xxxxx@xxx, I continued searching our system and located another account under xxxxx@xxx, which is where the charges are coming from. It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of Mystery Trackers: Queen of Hearts Collector's Edition on April 4, 2017 from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details: Big Fish Game Club Since this membership is under an unused account, I've canceled it and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for 2 months of charges to this account, and a refund of 15.22 (USD) will show up in about 3-10 days. You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase. We understand that you’ve received a new card within the past month. If that card is linked to the same financial account as the previous one, it’s possible that the credit card company updated the payment information for that Big Fish Games Club membership. This would mean that the membership charges would be switched to the new card. However, we can confirm that these charges have now been cancelled, and you will no longer see any transactions related to that membership. We also understand that you’d prefer to have your information removed from our system. We want to make sure you’re still able to access your games if you want to play them, however the billing information on those accounts can be removed directly from our website without suspending access to your accounts. If you’re interested in pursuing this option, those billing profiles can be removed using the steps below: 1. Sign in to your Big Fish Games account. 2. Click on your user name. 3. In the drop down menu, select Billing Info. 4. You should then see your card information. Click the Delete option to remove the card information from the account. We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. If you reply through that message with reference #[redacted], 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. Please feel free to let us know through any of those methods if you have any further questions or concerns about this. Contact Us https://bigfishgames.zendesk.com/hc/en-us/articles/230538107
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would appreciate it if you would cancel my subscription. Thank you so much for your help. Sincerely, [redacted]
10:28 AM
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to unwanted charges. We are happy to assist with resolving this issue as quick as possible.
It appears that Mr. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on May 10th 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hey there [redacted],
This is Corey in Seattle. Thanks so much for writing in. It sounds like there has been some unwanted charges on your account recently. It absolutely makes sense to want to look into these charges, and I can totally help you out with this today.
After looking in our system, I was able to locate your account under [redacted]@gmail.com, but was unable to find any recent charges to this account. Using the account information under [redacted]@gmail.com, I continued searching our system and located another account under [redacted] which is where the charges are coming from.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
Since this membership is under an unused account, I've canceled it and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for month of charges to this account, and a refund will show up in about 3-10 days.
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
I hope this helps resolve why you've been seeing these charges lately. If you have any more questions, please don't hesitate to respond directly to this email, and I'll be here waiting to do anything I can to help you out.
Best,
Coreywww.BigFishGames.comSwimming in the pond Sunday-Thursday
[redacted]
We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: they stole that back too! It is all gone! All zeros!
We understand that Ms. [redacted] has contacted the Revdex.com in regards to changes to the VIP program and in regards to the odds in Big Fish Casino and Jackpot Magic Slots. We are happy to assist Ms. [redacted] with resolving this issue as quick as possible. Ms. [redacted], We recently made some...
changes to our VIP program with the intention of improving overall player experience. One such change was that VIP points can now be earned by leveling up, in addition to making purchases. As part of this change, all accounts retroactively received VIP points based on the XP level on August 2, 2017, including your account: 18,875 VIP points were added to your Casino account, which increased the total at that time from 417,202 to 436,077, and 18,275 VIP points were added to your Jackpot Magic Slots account, which increased the VIP points at that time from 705,700 to 723,975. The number of VIP points required to increase the VIP of an account was not and has not been changed. In some cases, for some players, the increase in VIP points led to an increase in VIP tier; however, the amount of VIP points on your accounts after those VIP points were added was not high enough to increase the tier, which is why it did not increase at that time. Regarding Club leadership, Big Fish Customer Support is unable to restore Club points to a Club member or Club. Additionally, we are unable to remove Club members from a Club; only the Club leader and co-leaders have that ability. As to the odds in our games, the likelihood of success or failure in all our slot and table games is the same for all players, do not change at any point for any player, and are not manipulated in anyway. We want to ensure that you can enjoy yourself as much as possible when playing Big Fish Casino, and the following help article has further information about this: Odds In regards to the refund that has been requested, as the chips and coins that were purchased have been used, we’re unable to issue any refunds; however, we were able to add 25,000,000 chips to your Casino account and 25,000,000 coins to your Jackpot Magic Slots account, which raised the respective totals on the accounts from 127,648 to 25,127,648 chips, and from 104,720 to 25,104,720 coins. We are always happy to help a customer directly. Ms [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future, the best way to reach us is through our Contact Us Page linked below. An account specialist has also reached out to you directly through our Customer Support email system. If you reply through that message or the link below, we can quickly work together to address any additional questions or concerns. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. We hope that we have resolved Ms. [redacted]’s concerns with these issues. Contact Us Contact Customer Support
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Again I state that I did not knowingly enroll in this program At no time did I participate in the members exclusive benefits, nor redeem any credits. I would like all the charges refunded to me, not just the few
from my credit card company and the few others that Big Fish refunded , but all of the remaining charges. Thank you
Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this issue....
After doing some research, it appears that we responded on Feb. 2nd, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
This is Kayla in Seattle. It looks like there are some unwanted charges on your account. I absolutely understand looking into this matter, and I can totally take care of this for you right away.
First, I’d like to apologize for the delay in our response, as well as the last email you received. We do our best to make every response personal, but we’ve received an unexpected influx of emails that have made it hard for us to keep our response time to the 48-72 hour range that we expect. We sent out that email in the hopes that it would help as many people as possible while we work furiously to catch up. I’m sorry for any inconvenience this has caused you, and I’ll totally help you out right away.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started with the purchase of a game from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
I can see that the membership has been canceled and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for the last 6 months of charges to this account, and a refund of $41.94 will show up in about 3-10 days.
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
I hope I was able to help you out today. If you have any more questions or concerns, please reply directly to this email and I'll be happy to assist you further.
Best wishes,
Kaylawww.BigFishGames.comFloating in the pond Monday - Friday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted]-[redacted] has contacted the Revdex.com in regards to charges from our Big Fish Casino game. We are happy to assist with resolving this issue as quickly as possible. Ms. [redacted]-[redacted], My name is Jon, I’m one of the Customer Support Tier II...
Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you're seeing charges for Big Fish Casino and have concerns that you may be being billed incorrectly. I'd be happy to look into this for you. First, I'll need the Friend Code for your husband's account. You can find the new Friend Code by opening up Casino, clicking/tapping your profile picture, and looking at the bottom of the pop up for "Friend Code". This will let me see what purchases he's made on that account recently. You mentioned that the purchases/charges on your card are going through [redacted]. To look into the orders in question, can you please send me a screenshot of the receipt for the purchase from [redacted]? This will allow me to cross-reference them with what I see on your husband's Casino account. To take a screenshot, simultaneously hold down the Home and Sleep/Wake buttons, then release them at the same time. You'll hear the same shutter snap sound the device makes when it takes a photo, and you'll find the screenshot in the Photos app. Here's how to attach the screen capture to our email: 1) Open the Photos application on your device and find the screenshot, then tap the screen to bring up the menu bars at the top and bottom. 2) In the top right corner, tap the button that looks like an arrow coming out of a box.3) A menu will appear. At the very bottom of that menu, tap Copy Photo.4) You can then attach the photo to a reply email. Please make sure to open your internet browser and go to your mail client's actual website rather than use an App to send the email. Otherwise, the picture will not come through at all.Just in case, I’ve added a couple of great help articles with specific instructions on how to get this done:<as-html><a href="https://bigfishgames.custhelp.com/app/answers/detail/a_id/188">Taking a Screenshot</a></as-html><as-html><a href="https://bigfishgames.custhelp.com/app/answers/detail/a_id/167">Attach a File to Your Email</a></as-html>Once I have this information, I can begin to find out more about the charges you're seeing. The last thing we want is for you to be charged for something you don't want. We are always happy to help a customer directly. Ms. [redacted]-[redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]-[redacted]’s concerns with this issue. Contact Us http://bigfishgames.custhelp.com/app/ask