Complaint: [redacted]I am rejecting this response because:
Its CRAP! I can understand that websites don't work. I believe that I had 18 and the dealer had 19, HOWEVER.....
On Big Fish Casino they let you play 150 million chips at once. When I signed on I had 400ISH Million chips, I was not betting 150 million chips. But yet after the server went down ON THEIR PART I had ZERO chips. Obviously, they played more then one hand when the incident occured. It is physically impossible to lose 400 million chips in one hand when your not playing the maximum. EVEN HAD I BEEN PLAYING THE MAXIMUM AMOUNT IT WOULD HAVE TAKEN 3 HANDS TO LOSE.
SO WHAT THEY ARE SAYING IS NOT TRUE. I fully reject this. I emailed them a message back, and was then told they would no longer correspond with me about the matter. Which is [redacted]. I am sorry (Revdex.com) for my attitude or mouth but I am a Tier 12 VIP member. I have paid THOUSANDS of dollars to this company to only get screwed. Please take into consideration as I have said (oh, and they confirmed) 400 million chips cant be lost in one hand. They claim I only played one hand, so how did I lose 400 million chips. They need to learn math. F- for the awful company.
When I explained the math of this to Big Fish Casino, as you can see in the attached email correspondences I was told they would have no further contact with me about this. I do not know how to be any more clear.
1. They admit I was on the game with 370+ chips.
2. They admit their network had a problem
3. If you were to look at game you would see the most you may play is 150 Million chips.
4. In the last email, they acknowledged I played ONE hand, and lost.
5. I was betting HOW MUCH MONEY? I could not have been betting 400 million chips in one hand.
6. I am even more pissed now that it's been a month and I am VIP still having the same problem.
7. Even more furious that I was told their would be no further contact: when clearly they are not seeing the point.
If I only played 1 hand I couldn't have lost 370+ chips. Even they should be able to admit that. Re-give my chips. This is nonsence
Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to our Big Fish Casino game. 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 one of our Senior VIP Support Reps responded on Jan. 15th, 2017, (Incident# [redacted]). I've included our response below:[redacted]Hello [redacted],My name is [redacted], and I'm a Senior VIP Support Rep on the VIP Team.I'm terribly sorry to hear that there's a bit of a rough patch going on. While I do wish that VIP Support had the ability to change the odds, everyone's chances are the same. But I do hope that luck picks up soon.To help, I've gone ahead and sent 30M complimentary chips your way in hopes that it boosts your way to some wins. Best of luck and rooting for you as always!I can see that within the last month that 118,518,750 chips had been purchased for then account. Looking at the account, all but 3,910,060 have been used and lost to normal game play, which means we are unable to refund those purchases. The odds in our games are the same as a real life casino and the payouts are completely random. They 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 directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Big Fish Recent Revdex.com Correspondence We understand that Mr. [redacted] has contacted the Revdex.com in regards to canceling his Big Fish Game Club membership. We are happy to assist with resolving this issue as quickly as possible. Mr. [redacted], My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you want to cancel your Big Fish Game Club membership. I can definitely get this done for you. After doing some research with the information you've provided, I actually found more than one Big Fish account for you. It looks like you were able to cancel the memberships on both these accounts. I've listed the accounts below along with the date of cancellation:Account #1 = [redacted]@yahoo.com (canceled Jan. 23rd, 2015)Account #2 = [redacted]@verizon.net (canceled Nov. 20th, 2015)Since is sounds like it was not your intent to have a membership on that 2nd account, I’ve refunded the last 10 charges made to the [redacted]@verizon.net account for $6.99 each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days. Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games. 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 unchecked. You can also go to the <as-html><a href="https://store.bigfishgames.com/my_account/my_game_club.php ">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offers. Just 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:<as-html><a href="http://www.bigfishgames.com/help/index.html?rn=907">Big Fish Game Club</a></as-html>Please keep in mind that all of our customer support is done via e-mail. 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. Please keep in mind that all of our customer support is done via e-mail, we're simply not set up to provide support over the phone. 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 http://bigfishgames.custhelp.com/app/ask
We understand that Ms. [redacted] has contacted the Revdex.com in regards to a ban on her Big Fish Casino 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:=====================================I understand that you've encountered some issues when trying to sign into your Big Fish account. It looks like our system may have blocked access after seeing some new activity on the account that didn't make sense. When Big Fish accounts are blocked, it's usually due to some activity that is against our Terms of Use that has triggered a flag in our system. Creating multiple accounts is against our Terms of Use, which is why the system banned your account. You can review our full Terms of Use here: Big Fish Terms of Use We only support one account per person, and if additional accounts are created in the future, it may result in a permanent ban of the accounts. Due to the nature of this activity, the account (FC: [redacted]) will remain banned. This decision is final, and we have nothing further to add regarding your account. Further emails regarding the ban will not be addressed.=====================================We are always happy to help a customer directly. In the future the best way to reach us is through our Contact Us Page linked below. Thank you.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems with installing Zuma Deluxe. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you recently purchased a game but have been unable to find it on your Big Fish account's Purchase History. I can help you with this.
After doing some research, I believe I've found out what was causing the problems you were having getting Zuma Deluxe installed. It appears that the game was actually purchased on an account with a typo in it. I've gone ahead an issue you a coupon code so you can get the game on your [redacted]@aol.com account. Your coupon code is:
[redacted]
Using a coupon code is easy. Select to buy a game and once you’re on the shopping cart page, paste the coupon code under the question “Have a coupon code?” If you need more information on how to use a Coupon Code, I’ve included a link to article below that will help.
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=952">Using A Coupon Code</a></as-html>
The account that I found Zuma Deluxe on did have an active Big Fish Game Club membership on it. Since this membership was on a different account, I've gone ahead with canceling it as of May 16th, 2016. There will be no charges for this service. 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 unchecked. You can also go to the <as-html><a href="My'>https://store.bigfishgames.com/my_account/my_game_club.php">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word <b>Game Club promo offers</b>. Just 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 and the included benefits, please see the following help article: <as-html><a href="Big'>Https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems with your games. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this issue....
After doing some research, it appears that we responded on June 14th, 2016, (Incident# [redacted]). I've included our response below:
Hi, [redacted],
This is Leslie in Seattle. It sounds like the newest version of the Big Fish Games app (Game Manager) is giving the error codes 1404 and 1403. I completely understand wanting to have access to your newest games, and I'm going to do all I can to resolve this quickly.
Let me start by apologizing for the wait in response to your original question. We've been catching up after an unexpected influx of emails, and are currently running behind our normal 24-72 hour response time. Thanks so much for your patience.
It sounds like the app is having a hard time accessing your Purchase History. Please sign out of the app completely and sign back in.
Also, in some cases, Windows may automatically block an installation. To address this, I'd suggest running the installation as an administrator, which will help get around that block. Here's how to do this through Internet Explorer:
<as-html><ol><li>When you select the file to download, you will be prompted to Run or Save. Choose <b>Save</b>.</li><li>Once the Download has completed, select <b>Open Folder</b>. </li><li>Right-click on the game's file and select <b>Run as Administrator</b>.</li></ol></as-html>
Please let me know if this helps by replying directly to this email. I really want to help get this working for you.
All the best,
Lesliewww.BigFishGames.comSinging in the pond Tuesday – Saturday
We are always happy to help a customer directly. Ms. [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]' concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because:I have a picture which shows that shows I am right. I sent it to you Ms. Lau. Picture doesn't lie. I lost an equivalent to $700 on that spin. Since you will not refund the amount or credit me, I will have to file a dispute with my credit card. Sincerely,[redacted]
Greetings,
This is Jon again with Big Fish.
It appears that we have addressed all of Ms. [redacted]' previous concerns and have nothing further to add.
We do encourage Ms. [redacted] to contact us directly if he has any new issues to discuss. We are more than happy to help.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings Ms. [redacted],This is Jon with Big Fish. I'd be happy to further address Ms. [redacted]' concerns. I want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involved. Looking at your account, I can see that the membership was started on May 8th, 2015 with the purchase of scrabble for $6.99 instead of the regular price of $9.99. When placing an order on our site with the Big Fish Game Club membership selected, the following text appears directly under the Place Order button: "By clicking "Place Order", you agree to the Big Fish Game Club Terms of Service, and authorize us to charge the credit card or other payment method you've selected. You will not be billed for Game Club until your 1 month free trial ends. After your trial, your membership will continue and you will be charged $ 6.99 (plus applicable taxes) per month. You can cancel any time from your My Account page."Once a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club". This email not only provides details about the membership, but also includes the billing date and how to cancel the membership. I can confirm that this membership has been canceled as of July 9th, 2015. There will be no more charges for this service. I attempted to refund both the charges for the membership, however I can see that you've already had [redacted] refund the charge in July (Order# [redacted]). I have issued a refund for the charge that occurred in June (Order# [redacted]) for $6.99. This refund is being processed as of today and should show up on your bank account in approximately 3-10 business days.I hope this addresses all of Ms. [redacted]' previous concerns. We do encourage her to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to her games not working properly. 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 May 6th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
This is Kyle from Seattle, thanks so much for writing in. I understand that about half of your games will not load. I totally understand wanting some help with this matter and I will do everything I can to help you get your games loaded as soon as possible.
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.
Thanks so much for sending over the Dr. Felix report. I also want to commend you on trying to troubleshoot this matter on your own. In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problem. Please reply with the following information:
1. When exactly did the error or problem occur? During the download/installation process? During activation? or perhaps after that has all been done and this occurs as you start the game.
2. If you received an error message, what does it say? If you're seeing any kind of error, it'd be extremely helpful if you could send me a screenshot of it. This will give me a closer look at why this issue is happening. To do this, please follow these steps:
Step 1. Select the Search the web and Windows box and type "Snip".Step 2. Select the Snipping Tool Windows Application and click New.Step 3. Drag the cursor around the area you want to capture.Step 4. Select File then select Save As and save the file to your desktop.Step 5. Finally, just attach the file in a reply to this email.
For more step by step instructions on how to create a screenshot, please see the following help articles:
<as-html><a href="Taking'>https://www.bigfishgames.com/help/?rn=188">Taking a Screenshot </a></as-html>
<as-html><a href="Attach'>https://www.bigfishgames.com/help/?rn=167">Attach a File to Your Email</a></as-html>
3. Any recent changes to your system (anti-virus update, new hardware…) ?
I definitely want to get this resolved for you as quickly as possible. Please reply directly to this email with as much of the above information as you can, and I'll be happy to assist you further.
All My Best,Kyle
www.BigFishGames.comSwimming in the Pond Tuesday-Saturday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms. [redacted] has contacted the Revdex.com in regards to a recent promotion and losing chips. 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: The Easter Giveaway was advertising a Grand Prize of 2 billion chips, 300 prizes of 50 million chips and participation prizes of 100 thousand chips to everyone who took part. Due to an error in our crediting mechanism, players participating in our Easter Giveaway promotion initially received substantially larger prizes than were being advertised. Specifically, your account was accidentally credited with 125 billion chips instead of the correct advertised prize of 50 million chips. Upon discovering the error, we adjusted the affected accounts to reflect a prize credit worth 3 billion chips, paid in 2 billion chips and 400 gold. This prize amount is equal to 60 times more chips than originally advertised. The initial message you received was intended to notify you that a crediting error was made and that we were leaving a much larger amount of chips in your account than the advertised prize. However, the message did not accurately convey what that the final amount was, and we corrected that as soon as we discovered the error. We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any accountor game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. We have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. Contact Us: [redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Mr./Ms. [redacted] has contacted the Revdex.com in regards to a missing jackpot on her 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 originally responded on November 13, 2015 , (Incident# [redacted]). I can see that you were escalated to a Lead for the Casino team, as requested, and that she researched the issue. I've included her response below:
Hi [redacted], This is Autumn, one of the Managers here in Big Fish Support. Ryan passed your emails along to me. I can definitely take a second look at the Jackpot City table played on November 7th. I really want to make sure you are credited correctly and I'm here to help. I have looked through the logs for your account. While they do not show that a Jackpot City table was played at 2:00 PM EST, there were three Jackpot City VIP and Jackpot City High tables played between 3:08 PM and 5:04 PM. I have looked through each of these tables. They show several Mini Jackpots but the logs do not show a Colossal Jackpot during that time. The logs do show that a Colossal Jackpot was won at 11:34 AM. This credited your account 430,876,170 chips. Could this have been the jackpot you're referring to? We are more than happy to compensate for any wins that have not credited properly, but without being able to verify this information on our end, we are unable to do so. Anytime we know that there has been an issue in our system, we will let our players know and will do everything we can to compensate for said issue, but when it is a spin in question, we do need to research the information on our end and rely on the recorded information. If you've any other questions or if there's anything else I can help you with, please don't hesitate to reply directly to this email. Warm Regards, Autumnwww.BigFishGames.com In the Pond Monday - Friday
Looking at the emails sent afterward, I can see that no additional information was provided that would have assisted the Casino team in doing further research into the matter.
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. Sincerely, [redacted]
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 have not fixed anything. I showed them what happened on my screen, and they said it doesn't match up. I just want to play the game. Obviously the business has not met me halfway. I have been trying to get chips from spins for 2 months but they cannot "find the spin." I am shocked that they will not credit my account for a spin that was not credidted properly to my account. The service I have received has been awful. It's clear to see that Big Fish cannot help a customer with any issues they have. I want those spins to be credited to my account, plus tickets and gold because I have been waiting for a long time. Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems with her games. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on June 14th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
This is Tim, one of the Tier II team here at Big Fish. Firstly, I wanted to apologize for the delay in our response. I know it can be very frustrating to not hear back from us for some time. Investigating these issues has taken much longer than we prefer.
To begin, I wanted to let you know that I've already refunded the latest purchase of Grim Facade: Monster in Disguise Collector's Edition and The Secret Order: The Buried Kingdom Collector's Edition, as you requested. This refund of $19.98 should be showing up for you in 3-10 days.
To explain a bit about our previous response, while the issues are still occurring, we wanted to offer an alternative since things are taking a longer than normal to be cleared up. The first option would be to try access some new games on a completely new account on our site. We realize that this is completely less than ideal, but it would provide a way of access new purchases for you on the new Games app. The coupon we included in the last response was to get you started on that if you would like to give that a try. We'll be more than happy to provide more coupons as well for your recent purchases to transfer them over to the new account if you choose to pursue that option.
To do this, you'd simply need to go www.bigfishgames.com and then choose the 'Sign In' option (if you are already signed in, you would need to sign out first). Then, choose 'I am a New Customer' and create an account with a separate email address.
Once again, we know this option is not ideal, but wanted to list it as an option for the time being.
Another option that may be of help while the issues are still ongoing would be to try activating games through the trial version:
<as-html><ol><li>Open the <b>Big Fish Games app</b>.</li><li>Make sure you are signed into the same account in the app where you purchased the full version of the game. If you're not, please click on <b>Sign Out</b> at the top and then click on <b>Sign In</b> again. </li><li>Click on <b>Buy</b> next to the game you're trying to activate.</li><li>The app should then detect that you've already purchased the game.</li><li>Click on <b>Purchase History</b> on the right hand side and then click on <b>Activate</b> next to the game.</li><li>The game should now be activated to the full version.</li></ol></as-html>
We're hoping that one of these options provides a usable workaround for the trouble while we continue to investigate these ongoing problems.
I hope this helps a bit [redacted], but please don't hesitate to reply directly to this email if you have any other questions or concerns and I'll be more than happy to help out however I can.
Sincerely,
TimTier II Technical Supportwww.BigFishGames.comI'll be around Tues-Sat
[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 Mr./Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I’ve done some research and it appears that the charge totaling $7.59 is for a monthly Game Club membership. Looking at the account, it appears that the membership was started on June 5th, 2011 with the purchase of Drawn: Dark Flight for $3.79 instead of the regular price of $9.99.
The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the $6.99 is charged each month to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.
I understand that it was not necessarily your intent to have this membership, so I have gone ahead and canceled it for you. I’ve also refunded the last 12 charges made to the account for $7.59 each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 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 credits. If you need more information on how to use a Game Club credit, I’ve included a link to article below that will help.
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=937">Using Game Club Credits</a></as-html>>
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 unchecked. You can also go to the <as-html><a href="My'>https://store.bigfishgames.com/my_account/my_game_club.php">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word <b>Game Club promo offers</b>. Just 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:
<as-html><a href="Big'>http://www.bigfishgames.com/help/index.html?rn=907">Big Fish Game Club</a></as-html>
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’ concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms [redacted] has contacted the Revdex.com in regards to being blocked from their account. We are happy to assist her with resolving this issue as quickly as possible.
Ms. [redacted]
I have pulled up your account and am not seeing a current block on it. After doing some research I do see...
that you have two accounts open under similar email addresses though. The one you have written with has a game purchased on it. There is another account under that has more game purchases as well though under a similar email address.
In case you are having trouble signing into either account, I have reset the password for both them and included these reset passwords in a separate email. Please respond directly to that email should you see any further trouble signing into either 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. I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact.
Contact Us
http://bigfishgames.custhelp.com/app/ask
Greetings, This is [redacted] again with Big Fish. It appears that we have addressed all previous concerns regarding the winning spins in question and have nothing further to add. I’ve also 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:=====================================Because it is research-intensive to look into each spin reported, we will take the most recent inquiries and depending on the results of that research, we will credit appropriately or conclude that Big Fish Casino is working properly. Regarding the five Eye of Isis symbols on April 21 at 4:01AM EST, looking at all seven spins that occurred within that minute, the highest number of the Eye of Isis symbol that occurred in one spin was a total number of three symbols. These three Eye of Isis symbols appeared in the first, fourth and fifth reel. There were no wilds to connect these symbols, and for that particular spin, there were no winning lines. As it looks like the game was working properly, we will not be crediting your account. To give a bit more insight into our logs, our logs are reliable and record every spin made on an account so that we are able to research these very instances. Without finding the spin in question, we are unable to credit an account for such a spin. Though screenshots are helpful, we do not expect our players to take one of every issue you may come across while playing the game. By simply providing us with a date, time, machine/table that you're playing and a one-sentence description of the problem is more than sufficient for us to thoroughly research things on our end. In order for me to be able to continue handling escalated tickets on a regular basis and as I've resolved all issues up to today, for any future issues or questions, please submit a new ticket and one of our representatives will be happy to help. You can contact us through our Help Pages: Big Fish Casino Help Pageshttp://playbigfish.custhelp.com/app/home===================================...⇄ do encourage Mr. [redacted] to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Complaint: [redacted]I am rejecting this response because: there are 200-500 games that I can no longer download from the method as described in the BF response. Not only that, any new game I have purchased on my account I cannot download except through the "try out"downloading first and then activating it requires a wait time of 20 min to 1/2 hour and I shouldn't have to go through that process every time I want to play my older games, since several hundreds of them are far more enjoyable to play than most the new ones in the last few years. Starting a new account would mean that I have lost access to every one of those games that I paid for in the past 6 years....that's unacceptable. Many of those games are no longer offered on big fish and I play those games at least twice a year or more depending upon how much I enjoyed the game. They have the technology to reinstate my game club account but are refusing to do so. This isn't just one for 2 games we're talking about here, were talking about hundreds upon hundreds of games that I PAID FOR TO BE USED IN PERPETUITY AS THE EULA STATES and can no longer access with the method described by BFG. Anything else is unacceptable. I have no access to any of my games and they certainly won't transfer them to any new account. If they can't fix it so I can access those games then I want $4000 remuneration for losing all of them and I am certain I have spent more than that in the past 6 and 1/2 years. I have complied with all of the statements issued in the EULA. If they have cause to believe that I haven't honored the EULA than they have not notified me and given me recourse for that, which I'm certain is not the case. When access was once a few minute wait to play a game and now I have to uninstall the new version, reinstall an old version to download and then uninstall that version to download the new version to my pc and still there are games I cannot access. This plain and simple theft of goods bought in good faith by Big Fish Games and should be treated as such.
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
Its CRAP! I can understand that websites don't work. I believe that I had 18 and the dealer had 19, HOWEVER.....
On Big Fish Casino they let you play 150 million chips at once. When I signed on I had 400ISH Million chips, I was not betting 150 million chips. But yet after the server went down ON THEIR PART I had ZERO chips. Obviously, they played more then one hand when the incident occured. It is physically impossible to lose 400 million chips in one hand when your not playing the maximum. EVEN HAD I BEEN PLAYING THE MAXIMUM AMOUNT IT WOULD HAVE TAKEN 3 HANDS TO LOSE.
SO WHAT THEY ARE SAYING IS NOT TRUE. I fully reject this. I emailed them a message back, and was then told they would no longer correspond with me about the matter. Which is [redacted]. I am sorry (Revdex.com) for my attitude or mouth but I am a Tier 12 VIP member. I have paid THOUSANDS of dollars to this company to only get screwed. Please take into consideration as I have said (oh, and they confirmed) 400 million chips cant be lost in one hand. They claim I only played one hand, so how did I lose 400 million chips. They need to learn math. F- for the awful company.
When I explained the math of this to Big Fish Casino, as you can see in the attached email correspondences I was told they would have no further contact with me about this. I do not know how to be any more clear.
1. They admit I was on the game with 370+ chips.
2. They admit their network had a problem
3. If you were to look at game you would see the most you may play is 150 Million chips.
4. In the last email, they acknowledged I played ONE hand, and lost.
5. I was betting HOW MUCH MONEY? I could not have been betting 400 million chips in one hand.
6. I am even more pissed now that it's been a month and I am VIP still having the same problem.
7. Even more furious that I was told their would be no further contact: when clearly they are not seeing the point.
If I only played 1 hand I couldn't have lost 370+ chips. Even they should be able to admit that. Re-give my chips. This is nonsence
Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to our Big Fish Casino game. 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 one of our Senior VIP Support Reps responded on Jan. 15th, 2017, (Incident# [redacted]). I've included our response below:[redacted]Hello [redacted],My name is [redacted], and I'm a Senior VIP Support Rep on the VIP Team.I'm terribly sorry to hear that there's a bit of a rough patch going on. While I do wish that VIP Support had the ability to change the odds, everyone's chances are the same. But I do hope that luck picks up soon.To help, I've gone ahead and sent 30M complimentary chips your way in hopes that it boosts your way to some wins. Best of luck and rooting for you as always!I can see that within the last month that 118,518,750 chips had been purchased for then account. Looking at the account, all but 3,910,060 have been used and lost to normal game play, which means we are unable to refund those purchases. The odds in our games are the same as a real life casino and the payouts are completely random. They 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 directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Big Fish Recent Revdex.com Correspondence We understand that Mr. [redacted] has contacted the Revdex.com in regards to canceling his Big Fish Game Club membership. We are happy to assist with resolving this issue as quickly as possible. Mr. [redacted], My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that you want to cancel your Big Fish Game Club membership. I can definitely get this done for you. After doing some research with the information you've provided, I actually found more than one Big Fish account for you. It looks like you were able to cancel the memberships on both these accounts. I've listed the accounts below along with the date of cancellation:Account #1 = [redacted]@yahoo.com (canceled Jan. 23rd, 2015)Account #2 = [redacted]@verizon.net (canceled Nov. 20th, 2015)Since is sounds like it was not your intent to have a membership on that 2nd account, I’ve refunded the last 10 charges made to the [redacted]@verizon.net account for $6.99 each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days. Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games. 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 unchecked. You can also go to the <as-html><a href="https://store.bigfishgames.com/my_account/my_game_club.php ">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offers. Just 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:<as-html><a href="http://www.bigfishgames.com/help/index.html?rn=907">Big Fish Game Club</a></as-html>Please keep in mind that all of our customer support is done via e-mail. 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. Please keep in mind that all of our customer support is done via e-mail, we're simply not set up to provide support over the phone. 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 http://bigfishgames.custhelp.com/app/ask
We understand that Ms. [redacted] has contacted the Revdex.com in regards to a ban on her Big Fish Casino 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:=====================================I understand that you've encountered some issues when trying to sign into your Big Fish account. It looks like our system may have blocked access after seeing some new activity on the account that didn't make sense. When Big Fish accounts are blocked, it's usually due to some activity that is against our Terms of Use that has triggered a flag in our system. Creating multiple accounts is against our Terms of Use, which is why the system banned your account. You can review our full Terms of Use here: Big Fish Terms of Use We only support one account per person, and if additional accounts are created in the future, it may result in a permanent ban of the accounts. Due to the nature of this activity, the account (FC: [redacted]) will remain banned. This decision is final, and we have nothing further to add regarding your account. Further emails regarding the ban will not be addressed.=====================================We are always happy to help a customer directly. In the future the best way to reach us is through our Contact Us Page linked below. Thank you.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems with installing Zuma Deluxe. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I understand that you recently purchased a game but have been unable to find it on your Big Fish account's Purchase History. I can help you with this.
After doing some research, I believe I've found out what was causing the problems you were having getting Zuma Deluxe installed. It appears that the game was actually purchased on an account with a typo in it. I've gone ahead an issue you a coupon code so you can get the game on your [redacted]@aol.com account. Your coupon code is:
[redacted]
Using a coupon code is easy. Select to buy a game and once you’re on the shopping cart page, paste the coupon code under the question “Have a coupon code?” If you need more information on how to use a Coupon Code, I’ve included a link to article below that will help.
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=952">Using A Coupon Code</a></as-html>
The account that I found Zuma Deluxe on did have an active Big Fish Game Club membership on it. Since this membership was on a different account, I've gone ahead with canceling it as of May 16th, 2016. There will be no charges for this service. 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 unchecked. You can also go to the <as-html><a href="My'>https://store.bigfishgames.com/my_account/my_game_club.php">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word <b>Game Club promo offers</b>. Just 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 and the included benefits, please see the following help article: <as-html><a href="Big'>Https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems with your games. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this issue....
After doing some research, it appears that we responded on June 14th, 2016, (Incident# [redacted]). I've included our response below:
Hi, [redacted],
This is Leslie in Seattle. It sounds like the newest version of the Big Fish Games app (Game Manager) is giving the error codes 1404 and 1403. I completely understand wanting to have access to your newest games, and I'm going to do all I can to resolve this quickly.
Let me start by apologizing for the wait in response to your original question. We've been catching up after an unexpected influx of emails, and are currently running behind our normal 24-72 hour response time. Thanks so much for your patience.
It sounds like the app is having a hard time accessing your Purchase History. Please sign out of the app completely and sign back in.
Also, in some cases, Windows may automatically block an installation. To address this, I'd suggest running the installation as an administrator, which will help get around that block. Here's how to do this through Internet Explorer:
<as-html><ol><li>When you select the file to download, you will be prompted to Run or Save. Choose <b>Save</b>.</li><li>Once the Download has completed, select <b>Open Folder</b>. </li><li>Right-click on the game's file and select <b>Run as Administrator</b>.</li></ol></as-html>
Please let me know if this helps by replying directly to this email. I really want to help get this working for you.
All the best,
Lesliewww.BigFishGames.comSinging in the pond Tuesday – Saturday
We are always happy to help a customer directly. Ms. [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]' concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because:I have a picture which shows that shows I am right. I sent it to you Ms. Lau. Picture doesn't lie. I lost an equivalent to $700 on that spin. Since you will not refund the amount or credit me, I will have to file a dispute with my credit card. Sincerely,[redacted]
Greetings,
This is Jon again with Big Fish.
It appears that we have addressed all of Ms. [redacted]' previous concerns and have nothing further to add.
We do encourage Ms. [redacted] to contact us directly if he has any new issues to discuss. We are more than happy to help.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings Ms. [redacted],This is Jon with Big Fish. I'd be happy to further address Ms. [redacted]' concerns. I want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involved. Looking at your account, I can see that the membership was started on May 8th, 2015 with the purchase of scrabble for $6.99 instead of the regular price of $9.99. When placing an order on our site with the Big Fish Game Club membership selected, the following text appears directly under the Place Order button: "By clicking "Place Order", you agree to the Big Fish Game Club Terms of Service, and authorize us to charge the credit card or other payment method you've selected. You will not be billed for Game Club until your 1 month free trial ends. After your trial, your membership will continue and you will be charged $ 6.99 (plus applicable taxes) per month. You can cancel any time from your My Account page."Once a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club". This email not only provides details about the membership, but also includes the billing date and how to cancel the membership. I can confirm that this membership has been canceled as of July 9th, 2015. There will be no more charges for this service. I attempted to refund both the charges for the membership, however I can see that you've already had [redacted] refund the charge in July (Order# [redacted]). I have issued a refund for the charge that occurred in June (Order# [redacted]) for $6.99. This refund is being processed as of today and should show up on your bank account in approximately 3-10 business days.I hope this addresses all of Ms. [redacted]' previous concerns. We do encourage her to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to her games not working properly. 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 May 6th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
This is Kyle from Seattle, thanks so much for writing in. I understand that about half of your games will not load. I totally understand wanting some help with this matter and I will do everything I can to help you get your games loaded as soon as possible.
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.
Thanks so much for sending over the Dr. Felix report. I also want to commend you on trying to troubleshoot this matter on your own. In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problem. Please reply with the following information:
1. When exactly did the error or problem occur? During the download/installation process? During activation? or perhaps after that has all been done and this occurs as you start the game.
2. If you received an error message, what does it say? If you're seeing any kind of error, it'd be extremely helpful if you could send me a screenshot of it. This will give me a closer look at why this issue is happening. To do this, please follow these steps:
Step 1. Select the Search the web and Windows box and type "Snip".Step 2. Select the Snipping Tool Windows Application and click New.Step 3. Drag the cursor around the area you want to capture.Step 4. Select File then select Save As and save the file to your desktop.Step 5. Finally, just attach the file in a reply to this email.
For more step by step instructions on how to create a screenshot, please see the following help articles:
<as-html><a href="Taking'>https://www.bigfishgames.com/help/?rn=188">Taking a Screenshot </a></as-html>
<as-html><a href="Attach'>https://www.bigfishgames.com/help/?rn=167">Attach a File to Your Email</a></as-html>
3. Any recent changes to your system (anti-virus update, new hardware…) ?
I definitely want to get this resolved for you as quickly as possible. Please reply directly to this email with as much of the above information as you can, and I'll be happy to assist you further.
All My Best,Kyle
www.BigFishGames.comSwimming in the Pond Tuesday-Saturday
[redacted]
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms. [redacted] has contacted the Revdex.com in regards to a recent promotion and losing chips. 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: The Easter Giveaway was advertising a Grand Prize of 2 billion chips, 300 prizes of 50 million chips and participation prizes of 100 thousand chips to everyone who took part. Due to an error in our crediting mechanism, players participating in our Easter Giveaway promotion initially received substantially larger prizes than were being advertised. Specifically, your account was accidentally credited with 125 billion chips instead of the correct advertised prize of 50 million chips. Upon discovering the error, we adjusted the affected accounts to reflect a prize credit worth 3 billion chips, paid in 2 billion chips and 400 gold. This prize amount is equal to 60 times more chips than originally advertised. The initial message you received was intended to notify you that a crediting error was made and that we were leaving a much larger amount of chips in your account than the advertised prize. However, the message did not accurately convey what that the final amount was, and we corrected that as soon as we discovered the error. We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any accountor game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. We have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact. Contact Us: [redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Mr./Ms. [redacted] has contacted the Revdex.com in regards to a missing jackpot on her 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 originally responded on November 13, 2015 , (Incident# [redacted]). I can see that you were escalated to a Lead for the Casino team, as requested, and that she researched the issue. I've included her response below:
Hi [redacted], This is Autumn, one of the Managers here in Big Fish Support. Ryan passed your emails along to me. I can definitely take a second look at the Jackpot City table played on November 7th. I really want to make sure you are credited correctly and I'm here to help. I have looked through the logs for your account. While they do not show that a Jackpot City table was played at 2:00 PM EST, there were three Jackpot City VIP and Jackpot City High tables played between 3:08 PM and 5:04 PM. I have looked through each of these tables. They show several Mini Jackpots but the logs do not show a Colossal Jackpot during that time. The logs do show that a Colossal Jackpot was won at 11:34 AM. This credited your account 430,876,170 chips. Could this have been the jackpot you're referring to? We are more than happy to compensate for any wins that have not credited properly, but without being able to verify this information on our end, we are unable to do so. Anytime we know that there has been an issue in our system, we will let our players know and will do everything we can to compensate for said issue, but when it is a spin in question, we do need to research the information on our end and rely on the recorded information. If you've any other questions or if there's anything else I can help you with, please don't hesitate to reply directly to this email. Warm Regards, Autumnwww.BigFishGames.com In the Pond Monday - Friday
Looking at the emails sent afterward, I can see that no additional information was provided that would have assisted the Casino team in doing further research into the matter.
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. Sincerely, [redacted]
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 have not fixed anything. I showed them what happened on my screen, and they said it doesn't match up. I just want to play the game. Obviously the business has not met me halfway. I have been trying to get chips from spins for 2 months but they cannot "find the spin." I am shocked that they will not credit my account for a spin that was not credidted properly to my account. The service I have received has been awful. It's clear to see that Big Fish cannot help a customer with any issues they have. I want those spins to be credited to my account, plus tickets and gold because I have been waiting for a long time. Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems with her games. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on June 14th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
This is Tim, one of the Tier II team here at Big Fish. Firstly, I wanted to apologize for the delay in our response. I know it can be very frustrating to not hear back from us for some time. Investigating these issues has taken much longer than we prefer.
To begin, I wanted to let you know that I've already refunded the latest purchase of Grim Facade: Monster in Disguise Collector's Edition and The Secret Order: The Buried Kingdom Collector's Edition, as you requested. This refund of $19.98 should be showing up for you in 3-10 days.
To explain a bit about our previous response, while the issues are still occurring, we wanted to offer an alternative since things are taking a longer than normal to be cleared up. The first option would be to try access some new games on a completely new account on our site. We realize that this is completely less than ideal, but it would provide a way of access new purchases for you on the new Games app. The coupon we included in the last response was to get you started on that if you would like to give that a try. We'll be more than happy to provide more coupons as well for your recent purchases to transfer them over to the new account if you choose to pursue that option.
To do this, you'd simply need to go www.bigfishgames.com and then choose the 'Sign In' option (if you are already signed in, you would need to sign out first). Then, choose 'I am a New Customer' and create an account with a separate email address.
Once again, we know this option is not ideal, but wanted to list it as an option for the time being.
Another option that may be of help while the issues are still ongoing would be to try activating games through the trial version:
<as-html><ol><li>Open the <b>Big Fish Games app</b>.</li><li>Make sure you are signed into the same account in the app where you purchased the full version of the game. If you're not, please click on <b>Sign Out</b> at the top and then click on <b>Sign In</b> again. </li><li>Click on <b>Buy</b> next to the game you're trying to activate.</li><li>The app should then detect that you've already purchased the game.</li><li>Click on <b>Purchase History</b> on the right hand side and then click on <b>Activate</b> next to the game.</li><li>The game should now be activated to the full version.</li></ol></as-html>
We're hoping that one of these options provides a usable workaround for the trouble while we continue to investigate these ongoing problems.
I hope this helps a bit [redacted], but please don't hesitate to reply directly to this email if you have any other questions or concerns and I'll be more than happy to help out however I can.
Sincerely,
TimTier II Technical Supportwww.BigFishGames.comI'll be around Tues-Sat
[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 Mr./Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quickly as possible.
Ms. [redacted],
My name is Jon, I’m one of the Customer Support Tier II Billing...
Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you.
I’ve done some research and it appears that the charge totaling $7.59 is for a monthly Game Club membership. Looking at the account, it appears that the membership was started on June 5th, 2011 with the purchase of Drawn: Dark Flight for $3.79 instead of the regular price of $9.99.
The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $2.99 Daily Deals. In addition, when the $6.99 is charged each month to keep the membership active, you receive a Game Club credit. These credits can then be redeemed for games on our site, at no additional charge. To redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you want. The credit will then be automatically applied to the game purchase.
I understand that it was not necessarily your intent to have this membership, so I have gone ahead and canceled it for you. I’ve also refunded the last 12 charges made to the account for $7.59 each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 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 credits. If you need more information on how to use a Game Club credit, I’ve included a link to article below that will help.
<as-html><a href="Using'>https://www.bigfishgames.com/help/?rn=937">Using Game Club Credits</a></as-html>>
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 unchecked. You can also go to the <as-html><a href="My'>https://store.bigfishgames.com/my_account/my_game_club.php">My Game Club</a></as-html> page on your account. At the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word <b>Game Club promo offers</b>. Just 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:
<as-html><a href="Big'>http://www.bigfishgames.com/help/index.html?rn=907">Big Fish Game Club</a></as-html>
We are always happy to help a customer directly. Ms. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’ concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that Ms [redacted] has contacted the Revdex.com in regards to being blocked from their account. We are happy to assist her with resolving this issue as quickly as possible.
Ms. [redacted]
I have pulled up your account and am not seeing a current block on it. After doing some research I do see...
that you have two accounts open under similar email addresses though. The one you have written with has a game purchased on it. There is another account under that has more game purchases as well though under a similar email address.
In case you are having trouble signing into either account, I have reset the password for both them and included these reset passwords in a separate email. Please respond directly to that email should you see any further trouble signing into either 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. I have also emailed you directly through our Customer Support email system. If you reply through that message or the link below we can quickly work together. This will be the quickest way we can resolve this for you. You can also reply with the info through this Revdex.com contact.
Contact Us
http://bigfishgames.custhelp.com/app/ask
Greetings, This is [redacted] again with Big Fish. It appears that we have addressed all previous concerns regarding the winning spins in question and have nothing further to add. I’ve also 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:=====================================Because it is research-intensive to look into each spin reported, we will take the most recent inquiries and depending on the results of that research, we will credit appropriately or conclude that Big Fish Casino is working properly. Regarding the five Eye of Isis symbols on April 21 at 4:01AM EST, looking at all seven spins that occurred within that minute, the highest number of the Eye of Isis symbol that occurred in one spin was a total number of three symbols. These three Eye of Isis symbols appeared in the first, fourth and fifth reel. There were no wilds to connect these symbols, and for that particular spin, there were no winning lines. As it looks like the game was working properly, we will not be crediting your account. To give a bit more insight into our logs, our logs are reliable and record every spin made on an account so that we are able to research these very instances. Without finding the spin in question, we are unable to credit an account for such a spin. Though screenshots are helpful, we do not expect our players to take one of every issue you may come across while playing the game. By simply providing us with a date, time, machine/table that you're playing and a one-sentence description of the problem is more than sufficient for us to thoroughly research things on our end. In order for me to be able to continue handling escalated tickets on a regular basis and as I've resolved all issues up to today, for any future issues or questions, please submit a new ticket and one of our representatives will be happy to help. You can contact us through our Help Pages: Big Fish Casino Help Pageshttp://playbigfish.custhelp.com/app/home===================================...⇄ do encourage Mr. [redacted] to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Complaint: [redacted]I am rejecting this response because: there are 200-500 games that I can no longer download from the method as described in the BF response. Not only that, any new game I have purchased on my account I cannot download except through the "try out"downloading first and then activating it requires a wait time of 20 min to 1/2 hour and I shouldn't have to go through that process every time I want to play my older games, since several hundreds of them are far more enjoyable to play than most the new ones in the last few years. Starting a new account would mean that I have lost access to every one of those games that I paid for in the past 6 years....that's unacceptable. Many of those games are no longer offered on big fish and I play those games at least twice a year or more depending upon how much I enjoyed the game. They have the technology to reinstate my game club account but are refusing to do so. This isn't just one for 2 games we're talking about here, were talking about hundreds upon hundreds of games that I PAID FOR TO BE USED IN PERPETUITY AS THE EULA STATES and can no longer access with the method described by BFG. Anything else is unacceptable. I have no access to any of my games and they certainly won't transfer them to any new account. If they can't fix it so I can access those games then I want $4000 remuneration for losing all of them and I am certain I have spent more than that in the past 6 and 1/2 years. I have complied with all of the statements issued in the EULA. If they have cause to believe that I haven't honored the EULA than they have not notified me and given me recourse for that, which I'm certain is not the case. When access was once a few minute wait to play a game and now I have to uninstall the new version, reinstall an old version to download and then uninstall that version to download the new version to my pc and still there are games I cannot access. This plain and simple theft of goods bought in good faith by Big Fish Games and should be treated as such.
Sincerely,[redacted]