Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to the odds in our Big Fish Casino game. 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 first want to assure you that we never alter our odds or manipulate them in order to force players to purchase chips. Our odds are the same regardless of the player's tier, chip total, xp level, or amount of purchases made. Big Fish Casino is free to play and no purchases are necessary. We do not alter our odds to determine who wins or loses. Again, our odds are the same for all of our players and we do not alter them. We take the integrity of our games very seriously, having our player's trust is important to us.
While we do reward customers that purchase chips, we do not do this at the expense of neglecting the players that don't purchase chips. We have promotions via Facebook and our newsletter that give players a way to earn chips without purchases. We also have a Daily Bonus that gives players chips just for playing Big Fish Casino. We want everyone to play and have fun with our game. This is while Big Fish Casino is free to play.
We do not retaliate by banning the accounts of players that have complaints. We only ban accounts that violate our Terms of Use. You can review these terms by following the link below:
http://www.bigfishgames.com/company/terms.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 our recent Jackpot Rush Tournament. 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.
We became aware of several issues with the Jackpot Rush tournament that caused us to end it. Too many players had been let into the tournament and because everyone's status was showing a 1st place win. Due to these issues, we ended the tournament.
I apologize for any confusion regarding this matter, and can see that we've already credited your account 800, 000 coins. We are currently working on this issue with the tournaments and no more 24 hour tournaments will be scheduled until we are able to correct the issues.
I can also see that you were having problems with Friend Invitations. We have confirmed that this issue has been fixed. You should be able to use this feature without incident.
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:Sincerely,[redacted] I not happy with this cause the fact thay big fish casino has banned my account cause I had enough of the crap and im 1 unhappy customer cause they only reaponded too my email when I start changing my language and been rude cause I got tired of the way they been treating me and now they banned my account they dont play far they treat unbuying customers better then the 1s that buy its sick its sad is there a way I could get help to get my account back and for them too actually treat me like a buying customer not like im nothing
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.
Dear Revdex.com:
The above reference dispute which I filed on 8/7/2015, has been resolved. I hereby request that this matter be...
dismissed.
Thank you for being their as an independent entity.
Sincerely,
[redacted]
Revdex.com:
I was reimbursed for the charges from the last year. Thank you for your help.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 [redacted] has contacted the Revdex.com in regards to access to her Big Fish account. We are happy to assist her/him with resolving this issue as quickly as possible.
[redacted],
I pulled up your account and it looks like we've been in touch regarding this inquiry...
(Reference # [redacted]). I've included a consolidated summary of the solutions we have for you below:
=====================================
Due to errors with the Purchase History, normal reinstallation steps will not work, however, your account is still active and you still are able to install games. The best way to do this is to install the games via their trials in the Big Fish Games app.
To activate games this way, we can use these steps:
1. Open the Big Fish Games app.
2. 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 Sign Out at the top and then click on Sign In again.
3. Click on Buy next to the game you're trying to activate (Don't worry, this won't repurchase the game).
4. The app should then detect that you've already purchased the game.
5. Select Activate Now
6. The game should now be activated to the full version.
There are a number of games that cannot be installed via this method due to be removed from the site. For these, we have offered replacement coupons to redeem new games.
If you would prefer to keep these games, then as a workaround, you will be able to install the old version of our Game Manager to complete the installation of these games from your Purchase History:
1. Press the buttons "Home (Windows symbol)"+ "x" on your keyboard, or hover over the bottom left corner of the screen and Right-click
2. Click on "Programs and Features" in that menu
3. Find the “Big Fish Games: Game Manager” and click Uninstall to remove the program/game from your system
4. Install the older version from: [redacted]
These games will receive activation errors when installing this way. However, once installed, you will be able to reinstall the new version of the Big Fish Games app to fully complete the activation process:
[redacted]
As a secondary option, we can also create a new account on our website to purchase and activate new games.
Your old account will still be there and the games you have would still be will be playable and could be reinstalled via the methods outlined above. For new games though, a new account should allow you to get them activated and you'd be able to access its purchase history normally.
For this, we will also be more than happy to get a good number of the games that we can transferred to your new account for this if you would like to go with this option for moving forward.
=====================================
We are always happy to help a customer directly. [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
We understand that Ms. [redacted] has contacted the Revdex.com in regards to some recent membership charges. 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:It sounds like you cancelled your Big Fish Games Club membership a few months ago, but are still seeing some membership charges. I completely understand wanting to investigate these charges, and I'll absolutely look into this right away.I checked the account under the [redacted] email address, but I'm not seeing any charges since that Game Club membership was cancelled. However, after a bit more research, I believe I found the source of these charges.I've canceled the charge on that account so there should be no further charges. I've also issued a refund of $20.97 to the card that was charged. It may take up to 3-10 business days for the refund to fully process.If you would like more information about the charge, please provide following information.First 6/last 4 digits of the card that was recently charged Example: 1234 56XX XXXX 7890The 9 digit Order Number that appears next to the chargeItem description for the charge on your bank or credit card statementAny other email addresses that may have been usedDate and amount of chargeBilling address 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[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems installing 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 Dec. 11th, 2015, (Incident# [redacted]). I've included our response below:Hi [redacted], My name is Jon, 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. In understand that you're seeing an 803-200 error when trying to install of your Abyss:The Wraiths of Eden. I can help with that. Let's start things off by uninstalling then reinstalling the game. To uninstall and reinstall your game, follow the steps below:<as-html><ol><li>Open the Start menu and select <b>Control Panel</b>.</li><li>Under the ‘Programs’ heading, click <b>Uninstall a program</b>.</li><li>Find and select the game, then click the <b>Uninstall/Change</b> button at the top of the list.</li><li>Confirm that you want to uninstall.</li></ol></as-html>Once complete, reinstall the game. For step by step instructions, please see the following help article:<as-html><a href="https://www.bigfishgames.com/help/?rn=492">Uninstall and Reinstall a Game </a></as-html> Let me know if this takes care of the issue. If you find you're still having problems, please don't hesitate to write back. Just reply directly to this email and I'll do everything I can to get this resolved for you.JonTier II Billing - Customer Supportwww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PSTWe 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 http://bigfishgames.custhelp.com/app/ask
Hello,This is [redacted] with Big Fish. I appreciate you responding to our previous reply regarding the wins not crediting properly to your account. It appears that in our previous response, we included a response from one of our representatives from Incident# [redacted]. I wanted to note that that particular response is in direct correlation to one of the screenshots you’ve provided (the first one that shows $8.991M in your account). Since that particular win was addressed, we have nothing further to add. As for the other three screenshots, if you could please provide a date and time with each screenshot so that we are able to research your account’s logs to see what might have happened, I’d appreciate it. You can either reply directly via Revdex.com, or you can feel free to contact us directly. 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.We do encourage Ms. [redacted] to contact us directly so that we may address and resolve the spins in question as quickly as possible. 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 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 we responded on Wednesday, May 13th, 2015, (Incident# [redacted]. I've included our response below: Hi [redacted], Thanks for getting back to me with that information. I'm definitely trying and wanting to help you get to the bottom of any overcharges you're concerned about, and I'm really glad I was able to research your entire purchase history for you. We're very regularly offering sales in the game, and listing the entire sale history would take quite a bit of time. I noticed in your earlier messages with [redacted] that you had mentioned only receiving one $49.99 package on April 5, but were charged for two. I checked on your purchase history again and didn't see any purchases made on April 5, but there are two purchases showing on April 4 during a 3x sale - one was a $49.99 chip package, and the other was a $49.99 gold package. They were both made through Google, and were added to your account at 5:57pm EDT. If you'd like, would you please be able to give me another example of a date/time where you felt you were over-charged for a purchase? Any details and screenshots of purchase receipts would definitely be helpful in my researching this for you. I'll provide a link with more information about taking a screenshot in case you'd like to check it out. Taking a Screenshot Feel free to reach me by replying to this email and I'll get started as soon as I'm able. Cheers, [redacted]www.BigFishGames.comIn the Pond Tuesday - Saturday I can see that [redacted] listed all of your purchases since May 23rd, 2014 in a previous email. Reviewing those purchases, I can confirm that there were no duplicate purchases. There were instances of multiple purchases being made, but nothing that indicates that Ms. [redacted] was double charged. 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 http://bigfishgames.custhelp.com/app/ask
We understand that Ms. [redacted] has contacted the Revdex.com in regards to two of her games not working. 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've contacted us regarding Fear for Sale: Endless Voyage (Incident# [redacted] on Dec. 22nd, 2015) and Omnious Objects: Trail of Time (Incident# [redacted] on Dec. 24th, 2015). You mentioned that you were having problems with both games.
I can see that we replied to both those incidents with general emails, intended quickly respond to as many people as possible. These emails provide basic steps for the most common issues are customers may experience. Those emails also invite our customers to reply back if they need further assistance.
Since neither of these games are working properly for you, I'd be more than happy to replace them for you. TO that end, I've issued you two replacement codes. I have also included two extra codes for you, as apology for any confusion or inconvenience. Please feel free to use the codes provided for any Collector's Edition games offered on our site. Here are your coupon codes:
[redacted] (expires June 30th, 2016)
[redacted] (expires June 30th, 2016)
[redacted] (expires June 30th, 2016)
[redacted] (expires June 30th, 2016)
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="https://bigfishgames.custhelp.com/app/answers/detail/a_id/952">Using A Coupon Code</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 rply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
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 a problem 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 March. 4th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hello [redacted],
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. My name is Chelsea, writing in from Seattle, and I'm here to help you today.
It sounds like when playing multiple games, they'll show an error saying "incorrect path to INIfile". I totally understand wanting to get this resolved so you can play these games again and I will do everything I can to help you with this today.
First, I'm so sorry that the general email sent as a reply to your first email wasn't able to answer your question. We send out a blanket email to customers with the hopes that the email will answer their questions.
<as-html><i>If there is no reply to that email blanket email, then our system will think that your question has been answered and will consider the email solved.</i></as-html>
If there's ever a time when a blanket email is sent and it doesn't answer your question, feel free to reply directly back to that email. This will let our system know that the question hasn't been answered, and a Customer Support Rep will be with you as soon as possible. This reply will be based on the time that your first email reached our system.
First, thank you so much for providing those Dr. Felix results. Those are super helpful when looking into some specific troubleshooting steps when games show errors.
Also, thanks for letting me know exactly what the error is saying when it's showing up. Error codes and messages are often clues as to what's going on, and they help guide us to find the perfect troubleshooting steps to try out.
This isn't a message that I'm familiar with, so it might help to get a screenshot of what the error is saying when it pops up, just in case there's a little bit more information showing on your screen that can help.
If you'd like to give this a try, here are some steps explaining how to take and attach a screenshot to an email: 1. First, recreate the error you're having.2. Press the <as-html><b>PrtScn</b></as-html> (Print Screen) key on your keyboard. (This key can usually be found in the upper right area of your keyboard.)3. When you do that, the image is copied to your Windows clipboard. To view and save the image, it must be pasted into a graphics program (such as <as-html><b>Paint</b></as-html>).4. To open <as-html><b>Paint</b></as-html>, click the <as-html><b>Start</b></as-html> button, then <as-html><b>Accessories</b></as-html>, and then <as-html><b>Paint</b></as-html>.5. Paste the image into the Paint document by clicking on <as-html><b>Edit</b></as-html> at the top, and selecting <as-html><b>Paste</b></as-html> from the menu.6. Select <as-html><b>File</b></as-html> then <as-html><b>Save As</b></as-html> to save the image to a location of your choice on your computer. For more step by step instructions on how to create a screenshot and attach it to your email, please see: <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> Also, I'd like to ask for the game titles of all of the games showing this error. It's possible that they're connected in some way. Knowing the titles will allow me to do research on the games in our system to see if there's any information listed the can help.
Please reply directly back to this email with the screenshot of the error, as well as with the titles of the games that are seeing trouble and I'll be happy to begin the investigation. Also, if you have any questions at all please feel free to ask. I'm always here and happy to help.
Best regards, Chelsea www.BigFishGames.comSinging in the pond 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
Complaint: [redacted]I am rejecting this response because:I provided visual evidence of the win and they won't verify it. I expect full compensation for the winning spin. Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms. [redacted] has contacted the Revdex.com in regards to 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 Senior Customer Support Representatives here at Big...
Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I can see that you contacted us on Aug. 4th, 2016 (Incident# [redacted]) and it looks like we replied back with a general email that we send out with the hope it will answer some of the customers questions and provide them with more information. In those emails, we invite customers to reply back if they need additional assistance and that one of our Customer Support Representatives will help them. Looking at this incident, it doesn't appear we ever received a reply. 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 Sept. 1st, 2013 with the purchase of Mystery Case Files: Ravenhearst for $2.09 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.In the cart, there would have been a option for the Game Club membership with a check box. If that option is selected, it then asks that the customer look at the Big Fish Games Terms of Service and click 'I agree' before the purchase can even continue. 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 understand that it was not necessarily your intent to have this membership, and can see that you've had your bank chargeback three of the membership fees on Aug. 16th, 2016. I can confirm that the membership has been canceled, and have refunded the last 9 charges made to the 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 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="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="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="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]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because: they still have yet to payback any lost tokens for over 18 hrs of play plus any compensation of tokens for the glitch showing was winner. Sincerely,[redacted]
We understand that Ms. [redacted] has contacted the Revdex.com in regards to the odds and a refund in the game. We are happy to assist Ms. [redacted] with resolving this issue as quick as possible. Ms. [redacted], All or our slot spin and table games have the same probability of success or failure,...
regardless of the player, player level and chip amount, and how long you have been playing. We definitely want you to get the most enjoyment you can while playing Big Fish Casino. This help article has additional information: OddsI checked on the account in Big Fish Casino, and it looks like the chips and gold earned through the purchases have been spent in-game already. Because they have been used in the game, we are unable to issue a refund for those items. While I'm unable to issue a refund in this case, I've gone ahead and added 100,000,000 chips to your account for you. That took your total from 16,926 to 100,016,926. 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 through that message or the link below we can quickly work together to on her concerns about the odds and a refund. 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] concerns with the odds. Contact UsContact Customer Support
Complaint: [redacted]I am rejecting this response because: I have done all that they have termed as the answer to the problem. I do have a "patch" their answer is to do the trial and then activate. I have answered each time and with their survey ant told them it was not resolved. I did not answer the last one as I was on a 6 day stretch and did not have time to try and give each step the attention needed but did answer when had a day off.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]
We understand that Mr. [redacted] has contacted the Revdex.com in regards to the odds in Big Fish Casino. We are happy to assist Mr. [redacted] with resolving this issue as quick as possible. Mr. [redacted], The probability of success or failure in all our slot and table games is the...
same for all players, regardless of the age, experience level, or chip total of the account. The odds do not change at any point, and are not manipulated. 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 requested refund, because the chips that were purchased have been used, we will be unable to issue any refunds, but we have been able to add 10,000,000 chips to your account; this increased the chip total on the account from 72,672 to 10,072,672. 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 the odds in our games. Contact Us Contact Customer Support
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to the odds in our Big Fish Casino game. 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 first want to assure you that we never alter our odds or manipulate them in order to force players to purchase chips. Our odds are the same regardless of the player's tier, chip total, xp level, or amount of purchases made. Big Fish Casino is free to play and no purchases are necessary. We do not alter our odds to determine who wins or loses. Again, our odds are the same for all of our players and we do not alter them. We take the integrity of our games very seriously, having our player's trust is important to us.
While we do reward customers that purchase chips, we do not do this at the expense of neglecting the players that don't purchase chips. We have promotions via Facebook and our newsletter that give players a way to earn chips without purchases. We also have a Daily Bonus that gives players chips just for playing Big Fish Casino. We want everyone to play and have fun with our game. This is while Big Fish Casino is free to play.
We do not retaliate by banning the accounts of players that have complaints. We only ban accounts that violate our Terms of Use. You can review these terms by following the link below:
http://www.bigfishgames.com/company/terms.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 our recent Jackpot Rush Tournament. 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.
We became aware of several issues with the Jackpot Rush tournament that caused us to end it. Too many players had been let into the tournament and because everyone's status was showing a 1st place win. Due to these issues, we ended the tournament.
I apologize for any confusion regarding this matter, and can see that we've already credited your account 800, 000 coins. We are currently working on this issue with the tournaments and no more 24 hour tournaments will be scheduled until we are able to correct the issues.
I can also see that you were having problems with Friend Invitations. We have confirmed that this issue has been fixed. You should be able to use this feature without incident.
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:Sincerely,[redacted] I not happy with this cause the fact thay big fish casino has banned my account cause I had enough of the crap and im 1 unhappy customer cause they only reaponded too my email when I start changing my language and been rude cause I got tired of the way they been treating me and now they banned my account they dont play far they treat unbuying customers better then the 1s that buy its sick its sad is there a way I could get help to get my account back and for them too actually treat me like a buying customer not like im nothing
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.
Dear Revdex.com:
The above reference dispute which I filed on 8/7/2015, has been resolved. I hereby request that this matter be...
dismissed.
Thank you for being their as an independent entity.
Sincerely,
[redacted]
Revdex.com:
I was reimbursed for the charges from the last year. Thank you for your help.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 [redacted] has contacted the Revdex.com in regards to access to her Big Fish account. We are happy to assist her/him with resolving this issue as quickly as possible.
[redacted],
I pulled up your account and it looks like we've been in touch regarding this inquiry...
(Reference # [redacted]). I've included a consolidated summary of the solutions we have for you below:
=====================================
Due to errors with the Purchase History, normal reinstallation steps will not work, however, your account is still active and you still are able to install games. The best way to do this is to install the games via their trials in the Big Fish Games app.
To activate games this way, we can use these steps:
1. Open the Big Fish Games app.
2. 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 Sign Out at the top and then click on Sign In again.
3. Click on Buy next to the game you're trying to activate (Don't worry, this won't repurchase the game).
4. The app should then detect that you've already purchased the game.
5. Select Activate Now
6. The game should now be activated to the full version.
There are a number of games that cannot be installed via this method due to be removed from the site. For these, we have offered replacement coupons to redeem new games.
If you would prefer to keep these games, then as a workaround, you will be able to install the old version of our Game Manager to complete the installation of these games from your Purchase History:
1. Press the buttons "Home (Windows symbol)"+ "x" on your keyboard, or hover over the bottom left corner of the screen and Right-click
2. Click on "Programs and Features" in that menu
3. Find the “Big Fish Games: Game Manager” and click Uninstall to remove the program/game from your system
4. Install the older version from: [redacted]
These games will receive activation errors when installing this way. However, once installed, you will be able to reinstall the new version of the Big Fish Games app to fully complete the activation process:
[redacted]
As a secondary option, we can also create a new account on our website to purchase and activate new games.
Your old account will still be there and the games you have would still be will be playable and could be reinstalled via the methods outlined above. For new games though, a new account should allow you to get them activated and you'd be able to access its purchase history normally.
For this, we will also be more than happy to get a good number of the games that we can transferred to your new account for this if you would like to go with this option for moving forward.
=====================================
We are always happy to help a customer directly. [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
We understand that Ms. [redacted] has contacted the Revdex.com in regards to some recent membership charges. 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:It sounds like you cancelled your Big Fish Games Club membership a few months ago, but are still seeing some membership charges. I completely understand wanting to investigate these charges, and I'll absolutely look into this right away.I checked the account under the [redacted] email address, but I'm not seeing any charges since that Game Club membership was cancelled. However, after a bit more research, I believe I found the source of these charges.I've canceled the charge on that account so there should be no further charges. I've also issued a refund of $20.97 to the card that was charged. It may take up to 3-10 business days for the refund to fully process.If you would like more information about the charge, please provide following information.First 6/last 4 digits of the card that was recently charged Example: 1234 56XX XXXX 7890The 9 digit Order Number that appears next to the chargeItem description for the charge on your bank or credit card statementAny other email addresses that may have been usedDate and amount of chargeBilling address 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[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to problems installing 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 Dec. 11th, 2015, (Incident# [redacted]). I've included our response below:Hi [redacted], My name is Jon, 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. In understand that you're seeing an 803-200 error when trying to install of your Abyss:The Wraiths of Eden. I can help with that. Let's start things off by uninstalling then reinstalling the game. To uninstall and reinstall your game, follow the steps below:<as-html><ol><li>Open the Start menu and select <b>Control Panel</b>.</li><li>Under the ‘Programs’ heading, click <b>Uninstall a program</b>.</li><li>Find and select the game, then click the <b>Uninstall/Change</b> button at the top of the list.</li><li>Confirm that you want to uninstall.</li></ol></as-html>Once complete, reinstall the game. For step by step instructions, please see the following help article:<as-html><a href="https://www.bigfishgames.com/help/?rn=492">Uninstall and Reinstall a Game </a></as-html> Let me know if this takes care of the issue. If you find you're still having problems, please don't hesitate to write back. Just reply directly to this email and I'll do everything I can to get this resolved for you.JonTier II Billing - Customer Supportwww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PSTWe 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 http://bigfishgames.custhelp.com/app/ask
Hello,This is [redacted] with Big Fish. I appreciate you responding to our previous reply regarding the wins not crediting properly to your account. It appears that in our previous response, we included a response from one of our representatives from Incident# [redacted]. I wanted to note that that particular response is in direct correlation to one of the screenshots you’ve provided (the first one that shows $8.991M in your account). Since that particular win was addressed, we have nothing further to add. As for the other three screenshots, if you could please provide a date and time with each screenshot so that we are able to research your account’s logs to see what might have happened, I’d appreciate it. You can either reply directly via Revdex.com, or you can feel free to contact us directly. 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.We do encourage Ms. [redacted] to contact us directly so that we may address and resolve the spins in question as quickly as possible. 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 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 we responded on Wednesday, May 13th, 2015, (Incident# [redacted]. I've included our response below: Hi [redacted], Thanks for getting back to me with that information. I'm definitely trying and wanting to help you get to the bottom of any overcharges you're concerned about, and I'm really glad I was able to research your entire purchase history for you. We're very regularly offering sales in the game, and listing the entire sale history would take quite a bit of time. I noticed in your earlier messages with [redacted] that you had mentioned only receiving one $49.99 package on April 5, but were charged for two. I checked on your purchase history again and didn't see any purchases made on April 5, but there are two purchases showing on April 4 during a 3x sale - one was a $49.99 chip package, and the other was a $49.99 gold package. They were both made through Google, and were added to your account at 5:57pm EDT. If you'd like, would you please be able to give me another example of a date/time where you felt you were over-charged for a purchase? Any details and screenshots of purchase receipts would definitely be helpful in my researching this for you. I'll provide a link with more information about taking a screenshot in case you'd like to check it out. Taking a Screenshot Feel free to reach me by replying to this email and I'll get started as soon as I'm able. Cheers, [redacted]www.BigFishGames.comIn the Pond Tuesday - Saturday I can see that [redacted] listed all of your purchases since May 23rd, 2014 in a previous email. Reviewing those purchases, I can confirm that there were no duplicate purchases. There were instances of multiple purchases being made, but nothing that indicates that Ms. [redacted] was double charged. 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 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 two of her games not working. 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've contacted us regarding Fear for Sale: Endless Voyage (Incident# [redacted] on Dec. 22nd, 2015) and Omnious Objects: Trail of Time (Incident# [redacted] on Dec. 24th, 2015). You mentioned that you were having problems with both games.
I can see that we replied to both those incidents with general emails, intended quickly respond to as many people as possible. These emails provide basic steps for the most common issues are customers may experience. Those emails also invite our customers to reply back if they need further assistance.
Since neither of these games are working properly for you, I'd be more than happy to replace them for you. TO that end, I've issued you two replacement codes. I have also included two extra codes for you, as apology for any confusion or inconvenience. Please feel free to use the codes provided for any Collector's Edition games offered on our site. Here are your coupon codes:
[redacted] (expires June 30th, 2016)
[redacted] (expires June 30th, 2016)
[redacted] (expires June 30th, 2016)
[redacted] (expires June 30th, 2016)
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="https://bigfishgames.custhelp.com/app/answers/detail/a_id/952">Using A Coupon Code</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 rply with the info through this Revdex.com contact. We hope that we have addressed Ms. [redacted]’s concerns with this issue.
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 a problem 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 March. 4th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hello [redacted],
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. My name is Chelsea, writing in from Seattle, and I'm here to help you today.
It sounds like when playing multiple games, they'll show an error saying "incorrect path to INIfile". I totally understand wanting to get this resolved so you can play these games again and I will do everything I can to help you with this today.
First, I'm so sorry that the general email sent as a reply to your first email wasn't able to answer your question. We send out a blanket email to customers with the hopes that the email will answer their questions.
<as-html><i>If there is no reply to that email blanket email, then our system will think that your question has been answered and will consider the email solved.</i></as-html>
If there's ever a time when a blanket email is sent and it doesn't answer your question, feel free to reply directly back to that email. This will let our system know that the question hasn't been answered, and a Customer Support Rep will be with you as soon as possible. This reply will be based on the time that your first email reached our system.
First, thank you so much for providing those Dr. Felix results. Those are super helpful when looking into some specific troubleshooting steps when games show errors.
Also, thanks for letting me know exactly what the error is saying when it's showing up. Error codes and messages are often clues as to what's going on, and they help guide us to find the perfect troubleshooting steps to try out.
This isn't a message that I'm familiar with, so it might help to get a screenshot of what the error is saying when it pops up, just in case there's a little bit more information showing on your screen that can help.
If you'd like to give this a try, here are some steps explaining how to take and attach a screenshot to an email: 1. First, recreate the error you're having.2. Press the <as-html><b>PrtScn</b></as-html> (Print Screen) key on your keyboard. (This key can usually be found in the upper right area of your keyboard.)3. When you do that, the image is copied to your Windows clipboard. To view and save the image, it must be pasted into a graphics program (such as <as-html><b>Paint</b></as-html>).4. To open <as-html><b>Paint</b></as-html>, click the <as-html><b>Start</b></as-html> button, then <as-html><b>Accessories</b></as-html>, and then <as-html><b>Paint</b></as-html>.5. Paste the image into the Paint document by clicking on <as-html><b>Edit</b></as-html> at the top, and selecting <as-html><b>Paste</b></as-html> from the menu.6. Select <as-html><b>File</b></as-html> then <as-html><b>Save As</b></as-html> to save the image to a location of your choice on your computer. For more step by step instructions on how to create a screenshot and attach it to your email, please see: <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> Also, I'd like to ask for the game titles of all of the games showing this error. It's possible that they're connected in some way. Knowing the titles will allow me to do research on the games in our system to see if there's any information listed the can help.
Please reply directly back to this email with the screenshot of the error, as well as with the titles of the games that are seeing trouble and I'll be happy to begin the investigation. Also, if you have any questions at all please feel free to ask. I'm always here and happy to help.
Best regards, Chelsea www.BigFishGames.comSinging in the pond 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
Complaint: [redacted]I am rejecting this response because:I provided visual evidence of the win and they won't verify it. I expect full compensation for the winning spin. Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms. [redacted] has contacted the Revdex.com in regards to 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 Senior Customer Support Representatives here at Big...
Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I can see that you contacted us on Aug. 4th, 2016 (Incident# [redacted]) and it looks like we replied back with a general email that we send out with the hope it will answer some of the customers questions and provide them with more information. In those emails, we invite customers to reply back if they need additional assistance and that one of our Customer Support Representatives will help them. Looking at this incident, it doesn't appear we ever received a reply. 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 Sept. 1st, 2013 with the purchase of Mystery Case Files: Ravenhearst for $2.09 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.In the cart, there would have been a option for the Game Club membership with a check box. If that option is selected, it then asks that the customer look at the Big Fish Games Terms of Service and click 'I agree' before the purchase can even continue. 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 understand that it was not necessarily your intent to have this membership, and can see that you've had your bank chargeback three of the membership fees on Aug. 16th, 2016. I can confirm that the membership has been canceled, and have refunded the last 9 charges made to the 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 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="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="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="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]’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]I am rejecting this response because: they still have yet to payback any lost tokens for over 18 hrs of play plus any compensation of tokens for the glitch showing was winner. Sincerely,[redacted]
We understand that Ms. [redacted] has contacted the Revdex.com in regards to the odds and a refund in the game. We are happy to assist Ms. [redacted] with resolving this issue as quick as possible. Ms. [redacted], All or our slot spin and table games have the same probability of success or failure,...
regardless of the player, player level and chip amount, and how long you have been playing. We definitely want you to get the most enjoyment you can while playing Big Fish Casino. This help article has additional information: OddsI checked on the account in Big Fish Casino, and it looks like the chips and gold earned through the purchases have been spent in-game already. Because they have been used in the game, we are unable to issue a refund for those items. While I'm unable to issue a refund in this case, I've gone ahead and added 100,000,000 chips to your account for you. That took your total from 16,926 to 100,016,926. 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 through that message or the link below we can quickly work together to on her concerns about the odds and a refund. 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] concerns with the odds. Contact UsContact Customer Support
Complaint: [redacted]I am rejecting this response because: I have done all that they have termed as the answer to the problem. I do have a "patch" their answer is to do the trial and then activate. I have answered each time and with their survey ant told them it was not resolved. I did not answer the last one as I was on a 6 day stretch and did not have time to try and give each step the attention needed but did answer when had a day off.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: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]
We understand that Mr. [redacted] has contacted the Revdex.com in regards to the odds in Big Fish Casino. We are happy to assist Mr. [redacted] with resolving this issue as quick as possible. Mr. [redacted], The probability of success or failure in all our slot and table games is the...
same for all players, regardless of the age, experience level, or chip total of the account. The odds do not change at any point, and are not manipulated. 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 requested refund, because the chips that were purchased have been used, we will be unable to issue any refunds, but we have been able to add 10,000,000 chips to your account; this increased the chip total on the account from 72,672 to 10,072,672. 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 the odds in our games. Contact Us Contact Customer Support