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: I contacted you immediately on December 13, 14, 15, and 21 concerning these issues, and received absolutely no response from your company. I had no choice but to contact my cc company. Not only that, I paid an additional $135 in another game that was a holiday game, and therefore time sensitive. When you locked me out of my account, I was unable to complete the quests, and therefore my money was wasted.
Your response is not acceptable, and I would like to be refunded all monies I spent on the following dates:
Dec 17
BIGFISHGAMES[redacted] WA
20.00
[redacted]
Dec 17
BIGFISHGAMES[redacted] WA
20.00
[redacted]
Dec 17
BIGFISHGAMES[redacted] WA
20.00
[redacted]
Dec 19
BIGFISHGAMES[redacted] WA
15.00
[redacted]
Dec 19
BIGFISHGAMES[redacted] WA
60.00[redacted]Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as 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 understand that you're seeing a monthly charge from us and aren't sure why. It sounds like that a Game Club membership might be involved. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our Daily Deals. In addition, when the monthly 4.99 EUR is charged 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 if you like, I can cancel your Game Club membership. I checked our system, and found an account with the [redacted] e-mail address. However, it does not have an active Game Club membership. After a bit of research, it looks like there was a Game Club membership active on an account with a typo in the e-mail address. I've listed both of your accounts below for you:[redacted] <-- notice the missing "g" in Gmail?I’ve canceled that membership as of October 20th, 2016. There will be no further charges for this service. I’ve also refunded the last 12 charges made to the account for 4.99 EUR each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days.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 Mr. [redacted] has contacted the Revdex.com in regards to a ban on his and his family members’ accounts. We are happy to assist him with providing an explanation to these bans. Mr. [redacted],I pulled up your account and it looks like we've been in touch with one of your family members...
regarding this inquiry, but I’m happy to provide you an explanation as well. After taking a look into your account, we were seeing some unusual activity on the account which violates our Terms of Use and due to this activity, the account has been banned. Due to the nature of this activity, this decision is final, and we have nothing further to add regarding your account.If you would like to read through our Terms of Use, please follow this link:http://www.bigfishgames.com/company/terms.htmlI wanted to bring attention to this specific part of the Terms of Use:“Big Fish reserves the right to terminate your Big Fish account(s) if any activity that occurs with respect to such account(s) violates these Terms of Use.”I’m unable to provide specifics surrounding the decision for the ban of your account, but any violation of our Terms of Use may result in a ban/termination. We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Game Manager, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. This will be the quickest way to receive a response from our Support Team. Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to XXXXX. We are happy to assist with resolving this issue as quickly as possible.
Hi 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’ve received a charge from Big Fish Games and are unsure as to why. I’d be happy to check into this for you. I’ve done some research and it appears that the charge totaling $6.99 is for a monthly Game Club membership. Looking at the account, it appears that the membership was started on June 6th, 2016 with the purchase of Scrabble 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.
I’ve checked our system and it looks like you were able to cancel your Game Club membership successfully on July 23rd, 2016 and have already spoken to your bank regarding that $6.99 charge on July 6th, 2016. I can see they've already issued the chargeback for you.
Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your game.
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. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on Aug. 1st, 2016 (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
We were contacted in a separate email about billing, and were asked to reply to this email address. To make matters easier, I've gone ahead and contacted you directly here.
This is Molly in Seattle. Thanks for writing in. It sounds like you've canceled your membership in the past, but you're still being charged for it. I absolutely understand wanting to cancel something that's not useful to you, and I will do my very best to help with this today.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
Since it sounds like this membership isn't something you wanted, I've canceled it and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for the last twelve months of charges to this account, and a refund of 83.88 (USD) will show up in about 3-10 business days.
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
Additionally, you can always look to our help pages for help with technical or billing issues. There is lots of great information there that can help you resolve most issues quickly. I've included a link below for you: <as-html><a href="Big'>https://www.bigfishgames.com/help">Big Fish Games Help Pages</a></as-html> �...⇄
If the answer you're looking for isn't on the help pages, you can get in touch with our Customer Support team via email. I've included another link below that will give you all the details on how to do that.
<as-html><a href="Contact'>https://www.bigfishgames.com/help/?rn=357">Contact Customer Support</a></as-html>
I hope I was able to help get everything taken care of for you today. If you have any other questions or concerns, or if you need anything else, please feel free to reply directly to this email and I will do everything I can to help.
Cheers,
Mollywww.BigFishGames.comWading in the pond Sunday-Thursday
[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 Mr. [redacted] has contacted the Revdex.com in regards to some ongoing charges. We are happy to assist him with resolving this issue as quickly as possible. Mr. [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: Thanks again for getting back in touch, I really do appreciate it. I know this can certainly be a hassle, but I actually work with the billing department here and we've already searched for any other account bringing up your name and haven't been able to find anything at this point. That's definitely why I'm hoping to get any other information that we can use to track this down and get it stopped for you right away. It was sounding like you had the statements on hand so I definitely don't want to put you through any hassle to get any further information here. We of course don't want your routing or other account info since that is sensitive, but even just the description of the most recent order from us is usually enough for us to find where that charge originated from. If you're able to get this, or any other information about the recent charges you got from us I will be able to hopefully track this down and get things cleared up for you here. We are always happy to help a customer directly. Mr. [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. 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
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to a problem with Vegas Party Slots. 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 August 9th, 2016 (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted], This is Tate in Seattle and thanks for writing in. I understand that Vegas Party Slots has been rough on you recently, especially after purchasing coins in the game. I apologize for the inconvenience and I'll do everything that I can to help! First, for the inconvenience of this situation, I've sent a gift to your Vegas Party Slots account of 1,200,000 coins. You should be able to see this gift message in your gifts inbox as of this email.To see this gift and claim your coins, open up Vegas Party Slots on your device, and from the <as-html><b>Main Menu</b></as-html>, click on the <as-html><b>Gifts</b></as-html> button. Then, click on the <as-html><b>Gifts Tab</b></as-html>, and tap <as-html><b>Accept</b></as-html> on the gift from Vegas Party Slots support. While I can certainly understand where you're coming from in relation to the odds in our game, and I agree that it's not as much fun when it seems like the wins are happening less often, I’d like to assure you that all Vegas Party Slots games do have the same probability of winning or losing, regardless of the player, account level and coin amount, or how long a player has been playing. I'm certainly sorry for the confusion in this case, however, Customer Support is unable to change the outcome of any game, or increase the odds of winning on an account, though we definitely want you to get the most enjoyment you can while playing Vegas Party Slots.Something that may help extend game play and enjoyment, which has worked for some players, is to try changing your bet amounts. If you are betting over 1% of your total coin amount, your bets may be too large, can lead to running out of coins quickly.Additionally, some players find it more entertaining and fun playing slot machines that offer more frequent, smaller wins. While this style doesn't increase or decrease your overall odds, you may get to play more spins. Here are some examples of slot machines that use this style of play:<as-html><ul><li>Cash Kitten - Minimum bet 80 coins</li><li>Multiplier Man - Minimum bet 40 coins</li><li>Payday Highway - Minimum bet 50 coins</li><li>Space Traders - Minimum bet 54 coins</li></ul></as-html>Customer Support is here to help you with all issues related to billing and technical support. However, since Customer Support is unable to affect a player's chances of winning, we are unable to reply further regarding the odds. For more information on the odds please refer to the following help article:<as-html><a href="https://www.bigfishgames.com/help/f2p/?rn=2266">Odds in Big Fish Casino Games</a></as-html>If you have any new questions in the future, I recommend checking out our help pages, which will address the majority of issues that players may experience in Vegas Party Slots. I've included a link to our help pages below: <as-html><a href="https://www.bigfishgames.com/help/?rn=2322">Vegas Party Slots Help</a></as-html>Normally, we are unable to issue any coins aside from any technical issues that arise that affect your ability to receive a payout you earned. I would very much like to help you out with any uncredited winnings or any loss of coins, but large amounts must be verified in the system logs before they can be added to your account. Anything you see in the game is generated on our server before it shows up on your device, meaning that we have detailed records for every action in the game including spins and wins. I hope you'll find this information helpful. Please let me know if there is anything else I can do for you. Feel free to contact me directly by replying to this email, and I’ll be here to help!All the best, Tate www.BigFishGames.com 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 Mr. [redacted] has contacted the Revdex.com in regards to ongoing subscription charges. We are happy to assist him with resolving this issue as quickly as possible. Mr. [redacted], I pulled up your account and we’ve made sure to reach out in regards to this inquiry (Reference #[redacted]). I've...
pasted our correspondence below for your convenience: It appears that the charge you're seeing is related to a Big Fish Game Club membership, started with the purchase of Living Legends: Bound by Wishes on April 8 from the “Big Fish Game Club Trial” checkbox on the shopping cart page. It looks like this membership has been active since it was initially started, which is why you're seeing those charges. The Game Club is an optional subscription service we offer that helps members get discounts on games. Since it sounds like this was not something you wanted, I've gone ahead with canceling it for you, and you will no longer see charges related to this service. I’ve also gone ahead and issued a refund for the last 2 months of charges to this account, and that refund of $13.98 will appear in about 3-10 days. Even though the membership is canceled, you still have access to your account and all the games on it. We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account or game related questions at any time. The best way to reach us is through our Contact Us Page linked below, and 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 if you encounter any issues responding to that email. Contact Us https://bigfishgames.zendesk.com/hc/en-us/articles/[redacted]
Complaint: [redacted]I am rejecting this response because:
I do not accept this. The only acceptable answer is the return of chips. They will be losing a great deal of customers and obvious money. For the way I have been treated in this manor and for not being able to fix THEIR PROBLEM. Sincerely,[redacted]
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]
<as-html><a href="Zuma'>http://www.bigfishgames.com/games/220">Zuma Deluxe</a></as-html>
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
Greetings,
This is Jon again with Big Fish.
It appears that we have addressed all of Ms. [redacted]'s previous concerns and have nothing further to add.
We do encourage them 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
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [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 Mr. [redacted] has already contacted us directly through our website...
about this issue. After doing some research, it appears that we responded on July 5th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi there,
Thank you for taking the time to contact Tier 11+ VIP Support. We are reaching out to players who have contacted us over the extended holiday weekend. We are running a bit behind schedule, to help make up for this, we’ve added 15,000,000 chips to your account.
If you have encountered a connection issue and would like more information, including steps to troubleshoot in game issues including freezing, crashing and connection problems, please refer to the following help articles:
<as-html><a href="Connection'>https://www.bigfishgames.com/help/f2p/?rn=2033">Connecti...⇄ Problems and 'Slow Network' Warning</a></as-html> <as-html><a href="Game'>https://www.bigfishgames.com/help/f2p/?rn=2034">Game Freezing or Crashing</a></as-html>
If you have any further questions or if all of your inquiries were not addressed in this email, please feel free to reply directly to this email and one of our VIP Service Representatives will assist you directly. In your reply, please include any relevant information including dates, times, and time zones to speed up the process.
Thank you,
The Big Fish Tier 11+ Support Teamwww.BigFishGames.com
[redacted]
We are always happy to help a customer directly. Mr. [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted] ’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]
I am rejecting this response because:You did not actually answer my questions regarding odds. When I originally wrote my complaint I explained that your suggestions regarding network issues did not solve the problem. You stated that you messaged me through BFC but the message I received was in response to a ticket I put in. I'm a VIP 14. You know how much money I have spent to play this game and how long I've played on this account. Packages rarely last regardless of what you spend. Something is not right. Again it wasn't always like this.
Sincerely,
[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to our Midnight Castle 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 Dec. 15th, 2015, (Incident# [redacted]). I've included our response below:Hi [redacted],My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that the diamonds you purchased on Dec. 9th, 2015 never appeared on your Midnight Castle account. I can definitely help you with this. You mentioned that there was an update for the game shortly after you made your purchase. What may have happened is that if the purchase was going though at the same time the update was, the data to add the item might not have been received correctly Those updates take priority and may have interfered with that process. If you like I can get those diamonds added to your account. If you can provide me with your Midnight Castle Friend Code. To locate your Friend Code (ID):1. Open Midnight Castle.2. Tap or click your character avatar in the top-left.3. Your Friend Code (ID) will appear in the column on the left.If your Friend Code (ID) includes a letter before the numbers, please be sure to include that letter since it would be part of the code. Once I have this information, I can start working towards getting this matter resolved, so you can play your game. I look forward to hearing from 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
We understand that Mr. [redacted] has contacted the Revdex.com in regards to recovering an account as well as player’s odds. We are happy to assist him with resolving this issue as quickly as possible. Mr. [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:=====================================Thank you for sharing your Jackpot Magic Slots' Friend Code and renaming your account for verification purposes. As mentioned previously, we take account verification very seriously and appreciate your patience while we collected the proper information to proceed with the request.I've gone ahead and combined the two accounts today, allowing for your original Friend Code [redacted] to show up on your new iPhone 7 Plus going forward.In summary, I’ve moved your account with Friend Code: [redacted] over for you, along with 2,567,794 coins, 2,450 VIP points for your $4.99 purchase, and 37 likes that will now be included in your main account.Next, let's go ahead and uninstall and reinstall Jackpot Magic Slots on your iOS device so these changes can take effect properly. This won’t affect your chips or player information, since they’re attached to the account itself, which is stored on our server. If you’d like steps on how to do this, just let me know and I’ll be happy to get them to you.Here is a help article with more information about this:Uninstalling & Reinstalling (iOS) Also, my apologies to hear that you’ve run into a rough patch lately. Customer Support is unable to change the outcome of any game, and will be unable to reply further regarding the odds or chances of winning. However, we’d like to let you know that all slots machines have the same chances of winning, regardless of the player, level, account, or purchases.For more information on the odds please refer to the following help article:OddsIt also sounds as though there were some concerns about being removed from your primary account's Club. I have verified that the account with Friend Code [redacted] continues to be in the "Be Friends Forever" Club. You can continue earning Club crowns and participating as soon as you open Jackpot Magic Slots today.For your continued patience, as a special one-time courtesy I have credited your account 20,000,000 complimentary coins. You should now be able to access those coins by opening Jackpot Magic Slots.=====================================We are always happy to help a customer directly. Mr. [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: https://jackpotmagicslots.zendesk.com/hc/en-usJackpot Magic Slots
Hello,This is [redacted] again with Big Fish. As noted in our previous response, we have addressed all concerns and do not have anything further to add regarding the jackpot. I can see that our Support Team has reached out to you via Incident # [redacted] and I have copied our latest response below for reference. Please reply directly to the email to continue receiving assistance:“[redacted] here in Seattle and thanks for your reply back to me. I'll do my best to help explain and provide more details in our system logs, regarding the spins. Fate's Fortune - 5 rings. In reviewing your logs on May 9th at exactly 3:31 PM PST, you had a total chip count of 41,118,572, and your bets were set to 9 lines at 24,000 chips per line. I reviewed the screenshots to that of our system logs. Every symbol matched up, but the middle column, middle row. Your screenshot shows the ring, but our logs show that it is actually a flower. This would explain the reason as to why a win was not awarded. Next, the Pestle and Mortar symbol image. One other odd thing, is that again, I matched all symbols in the screenshot to what is recorded in our logs, I found in your image, the middle column, middle row you have the mortar and ring, however, our logs show that it is actually a bird. So, there's something that's not adding up in the images, both symbols apparently, were somehow replaced in the same spot in both images. Our logs record everything that occurs, and we typically go by what our logs record. At this time I will be unable to credit your account due to this information.”For any other questions or concerns, please feel free to reach out to us through our Contact Us page:Contact Ushttp://bigfishgames.custhelp.com/app/ask
Complaint: [redacted]I am rejecting this response because:It blatantly ignores the contents of my complaint (that I did NOT sign up for a membership) and returns only a part of the money owed. As a result of this insulting response I have done some further investigating and discovered a class action lawsuit against Big Fish, which I hope to join. http://www.scribd.com/doc/[redacted]/[redacted]Vs-Big-FishAt this point my main goal is to persuade the Revdex.com to give consumers better notice of these issues. The current grade of B does not nearly convey the scope of Big Fish's deceptive practices. I gather you have received a large volume of complaints regarding this, and hope you will consider communicating this more clearly to consumers, including downgrading substantially their rating. If this is a B, I can't imagine what a lower grade requires!!Thank you for your help, and please tell me if I can provide you with more information.Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to closing their Big Fish account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about...
this issue. After doing some research, it appears that we responded on Sept. 14th, 2016 (Incident# [redacted]). I've included our response below:[redacted]Hello [redacted],This is Rebecca in Seattle. Thank you for writing in today. I apologize for the delay in reply due to currently being behind our normal response time. I understand you'd like to completely deactivate your account with Big Fish Games. I can definitely take a look into that and do everything I can to assist.It sounds like losing access to the games you've purchased isn't a concern, so we've gone ahead and closed the [redacted]@yahoo.com account in our system.I hope I was able to help you with this today. Please let me know if you have any other questions or concerns by replying directly to this email.Regards,Rebeccawww.BigFishGames.comSplashing around the pond Sunday-Thursday[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]’ 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. The resolution occurred after the complaint was filed, 20 days after the incident which was reported numerous timesSincerely, [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: I contacted you immediately on December 13, 14, 15, and 21 concerning these issues, and received absolutely no response from your company. I had no choice but to contact my cc company. Not only that, I paid an additional $135 in another game that was a holiday game, and therefore time sensitive. When you locked me out of my account, I was unable to complete the quests, and therefore my money was wasted.
Your response is not acceptable, and I would like to be refunded all monies I spent on the following dates:
Dec 17
BIGFISHGAMES[redacted] WA
20.00
[redacted]
Dec 17
BIGFISHGAMES[redacted] WA
20.00
[redacted]
Dec 17
BIGFISHGAMES[redacted] WA
20.00
[redacted]
Dec 19
BIGFISHGAMES[redacted] WA
15.00
[redacted]
Dec 19
BIGFISHGAMES[redacted] WA
60.00[redacted]Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as 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 understand that you're seeing a monthly charge from us and aren't sure why. It sounds like that a Game Club membership might be involved. The Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our Daily Deals. In addition, when the monthly 4.99 EUR is charged 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 if you like, I can cancel your Game Club membership. I checked our system, and found an account with the [redacted] e-mail address. However, it does not have an active Game Club membership. After a bit of research, it looks like there was a Game Club membership active on an account with a typo in the e-mail address. I've listed both of your accounts below for you:[redacted] <-- notice the missing "g" in Gmail?I’ve canceled that membership as of October 20th, 2016. There will be no further charges for this service. I’ve also refunded the last 12 charges made to the account for 4.99 EUR each. These refunds are being processed as of today and should show up on your bank account in approximately 3-10 business days.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 Mr. [redacted] has contacted the Revdex.com in regards to a ban on his and his family members’ accounts. We are happy to assist him with providing an explanation to these bans. Mr. [redacted],I pulled up your account and it looks like we've been in touch with one of your family members...
regarding this inquiry, but I’m happy to provide you an explanation as well. After taking a look into your account, we were seeing some unusual activity on the account which violates our Terms of Use and due to this activity, the account has been banned. Due to the nature of this activity, this decision is final, and we have nothing further to add regarding your account.If you would like to read through our Terms of Use, please follow this link:http://www.bigfishgames.com/company/terms.htmlI wanted to bring attention to this specific part of the Terms of Use:“Big Fish reserves the right to terminate your Big Fish account(s) if any activity that occurs with respect to such account(s) violates these Terms of Use.”I’m unable to provide specifics surrounding the decision for the ban of your account, but any violation of our Terms of Use may result in a ban/termination. We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Game Manager, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. This will be the quickest way to receive a response from our Support Team. Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [redacted] has contacted the Revdex.com in regards to XXXXX. We are happy to assist with resolving this issue as quickly as possible.
Hi 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’ve received a charge from Big Fish Games and are unsure as to why. I’d be happy to check into this for you. I’ve done some research and it appears that the charge totaling $6.99 is for a monthly Game Club membership. Looking at the account, it appears that the membership was started on June 6th, 2016 with the purchase of Scrabble 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.
I’ve checked our system and it looks like you were able to cancel your Game Club membership successfully on July 23rd, 2016 and have already spoken to your bank regarding that $6.99 charge on July 6th, 2016. I can see they've already issued the chargeback for you.
Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your game.
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. Mr. [redacted], you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted]’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence
We understand that Ms. [redacted] has contacted the Revdex.com in regards to an unwanted monthly charge. We are happy to assist with resolving this issue as quick as possible.
It appears that Ms. [redacted] has already contacted us directly through our website about this...
issue. After doing some research, it appears that we responded on Aug. 1st, 2016 (Incident# [redacted]). I've included our response below:
[redacted]
Hi [redacted],
We were contacted in a separate email about billing, and were asked to reply to this email address. To make matters easier, I've gone ahead and contacted you directly here.
This is Molly in Seattle. Thanks for writing in. It sounds like you've canceled your membership in the past, but you're still being charged for it. I absolutely understand wanting to cancel something that's not useful to you, and I will do my very best to help with this today.
It looks like the charge on your account is coming from a Big Fish Game Club membership, started from the "Big Fish Game Club Trial" checkbox on the shopping cart page. The Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any game on our site. Members also enjoy 30% or more savings on all games. If you would like any more information on the Game Club the help article below has more details:
<as-html><a href="Big'>https://www.bigfishgames.com/help/?rn=907">Big Fish Game Club</a></as-html>
Since it sounds like this membership isn't something you wanted, I've canceled it and you will not be charged for this service again. Also, I've gone ahead and reimbursed you for the last twelve months of charges to this account, and a refund of 83.88 (USD) will show up in about 3-10 business days.
You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase.
Additionally, you can always look to our help pages for help with technical or billing issues. There is lots of great information there that can help you resolve most issues quickly. I've included a link below for you: <as-html><a href="Big'>https://www.bigfishgames.com/help">Big Fish Games Help Pages</a></as-html> �...⇄
If the answer you're looking for isn't on the help pages, you can get in touch with our Customer Support team via email. I've included another link below that will give you all the details on how to do that.
<as-html><a href="Contact'>https://www.bigfishgames.com/help/?rn=357">Contact Customer Support</a></as-html>
I hope I was able to help get everything taken care of for you today. If you have any other questions or concerns, or if you need anything else, please feel free to reply directly to this email and I will do everything I can to help.
Cheers,
Mollywww.BigFishGames.comWading in the pond Sunday-Thursday
[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 Mr. [redacted] has contacted the Revdex.com in regards to some ongoing charges. We are happy to assist him with resolving this issue as quickly as possible. Mr. [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: Thanks again for getting back in touch, I really do appreciate it. I know this can certainly be a hassle, but I actually work with the billing department here and we've already searched for any other account bringing up your name and haven't been able to find anything at this point. That's definitely why I'm hoping to get any other information that we can use to track this down and get it stopped for you right away. It was sounding like you had the statements on hand so I definitely don't want to put you through any hassle to get any further information here. We of course don't want your routing or other account info since that is sensitive, but even just the description of the most recent order from us is usually enough for us to find where that charge originated from. If you're able to get this, or any other information about the recent charges you got from us I will be able to hopefully track this down and get things cleared up for you here. We are always happy to help a customer directly. Mr. [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. 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
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to a problem with Vegas Party Slots. 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 August 9th, 2016 (Incident# [redacted]). I've included our response below:[redacted]Hi [redacted], This is Tate in Seattle and thanks for writing in. I understand that Vegas Party Slots has been rough on you recently, especially after purchasing coins in the game. I apologize for the inconvenience and I'll do everything that I can to help! First, for the inconvenience of this situation, I've sent a gift to your Vegas Party Slots account of 1,200,000 coins. You should be able to see this gift message in your gifts inbox as of this email.To see this gift and claim your coins, open up Vegas Party Slots on your device, and from the <as-html><b>Main Menu</b></as-html>, click on the <as-html><b>Gifts</b></as-html> button. Then, click on the <as-html><b>Gifts Tab</b></as-html>, and tap <as-html><b>Accept</b></as-html> on the gift from Vegas Party Slots support. While I can certainly understand where you're coming from in relation to the odds in our game, and I agree that it's not as much fun when it seems like the wins are happening less often, I’d like to assure you that all Vegas Party Slots games do have the same probability of winning or losing, regardless of the player, account level and coin amount, or how long a player has been playing. I'm certainly sorry for the confusion in this case, however, Customer Support is unable to change the outcome of any game, or increase the odds of winning on an account, though we definitely want you to get the most enjoyment you can while playing Vegas Party Slots.Something that may help extend game play and enjoyment, which has worked for some players, is to try changing your bet amounts. If you are betting over 1% of your total coin amount, your bets may be too large, can lead to running out of coins quickly.Additionally, some players find it more entertaining and fun playing slot machines that offer more frequent, smaller wins. While this style doesn't increase or decrease your overall odds, you may get to play more spins. Here are some examples of slot machines that use this style of play:<as-html><ul><li>Cash Kitten - Minimum bet 80 coins</li><li>Multiplier Man - Minimum bet 40 coins</li><li>Payday Highway - Minimum bet 50 coins</li><li>Space Traders - Minimum bet 54 coins</li></ul></as-html>Customer Support is here to help you with all issues related to billing and technical support. However, since Customer Support is unable to affect a player's chances of winning, we are unable to reply further regarding the odds. For more information on the odds please refer to the following help article:<as-html><a href="https://www.bigfishgames.com/help/f2p/?rn=2266">Odds in Big Fish Casino Games</a></as-html>If you have any new questions in the future, I recommend checking out our help pages, which will address the majority of issues that players may experience in Vegas Party Slots. I've included a link to our help pages below: <as-html><a href="https://www.bigfishgames.com/help/?rn=2322">Vegas Party Slots Help</a></as-html>Normally, we are unable to issue any coins aside from any technical issues that arise that affect your ability to receive a payout you earned. I would very much like to help you out with any uncredited winnings or any loss of coins, but large amounts must be verified in the system logs before they can be added to your account. Anything you see in the game is generated on our server before it shows up on your device, meaning that we have detailed records for every action in the game including spins and wins. I hope you'll find this information helpful. Please let me know if there is anything else I can do for you. Feel free to contact me directly by replying to this email, and I’ll be here to help!All the best, Tate www.BigFishGames.com 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 Mr. [redacted] has contacted the Revdex.com in regards to ongoing subscription charges. We are happy to assist him with resolving this issue as quickly as possible. Mr. [redacted], I pulled up your account and we’ve made sure to reach out in regards to this inquiry (Reference #[redacted]). I've...
pasted our correspondence below for your convenience: It appears that the charge you're seeing is related to a Big Fish Game Club membership, started with the purchase of Living Legends: Bound by Wishes on April 8 from the “Big Fish Game Club Trial” checkbox on the shopping cart page. It looks like this membership has been active since it was initially started, which is why you're seeing those charges. The Game Club is an optional subscription service we offer that helps members get discounts on games. Since it sounds like this was not something you wanted, I've gone ahead with canceling it for you, and you will no longer see charges related to this service. I’ve also gone ahead and issued a refund for the last 2 months of charges to this account, and that refund of $13.98 will appear in about 3-10 days. Even though the membership is canceled, you still have access to your account and all the games on it. We are always happy to help a customer directly. Mr. [redacted], you are always welcome to contact Big Fish Games for any account or game related questions at any time. The best way to reach us is through our Contact Us Page linked below, and 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 if you encounter any issues responding to that email. Contact Us https://bigfishgames.zendesk.com/hc/en-us/articles/[redacted]
Complaint: [redacted]I am rejecting this response because:
I do not accept this. The only acceptable answer is the return of chips. They will be losing a great deal of customers and obvious money. For the way I have been treated in this manor and for not being able to fix THEIR PROBLEM. Sincerely,[redacted]
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]
<as-html><a href="Zuma'>http://www.bigfishgames.com/games/220">Zuma Deluxe</a></as-html>
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
Greetings,
This is Jon again with Big Fish.
It appears that we have addressed all of Ms. [redacted]'s previous concerns and have nothing further to add.
We do encourage them 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
Big Fish Recent Revdex.com Correspondence
We understand that Mr. [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 Mr. [redacted] has already contacted us directly through our website...
about this issue. After doing some research, it appears that we responded on July 5th, 2016, (Incident# [redacted]). I've included our response below:
[redacted]
Hi there,
Thank you for taking the time to contact Tier 11+ VIP Support. We are reaching out to players who have contacted us over the extended holiday weekend. We are running a bit behind schedule, to help make up for this, we’ve added 15,000,000 chips to your account.
If you have encountered a connection issue and would like more information, including steps to troubleshoot in game issues including freezing, crashing and connection problems, please refer to the following help articles:
<as-html><a href="Connection'>https://www.bigfishgames.com/help/f2p/?rn=2033">Connecti...⇄ Problems and 'Slow Network' Warning</a></as-html> <as-html><a href="Game'>https://www.bigfishgames.com/help/f2p/?rn=2034">Game Freezing or Crashing</a></as-html>
If you have any further questions or if all of your inquiries were not addressed in this email, please feel free to reply directly to this email and one of our VIP Service Representatives will assist you directly. In your reply, please include any relevant information including dates, times, and time zones to speed up the process.
Thank you,
The Big Fish Tier 11+ Support Teamwww.BigFishGames.com
[redacted]
We are always happy to help a customer directly. Mr. [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this Revdex.com contact. We hope that we have addressed Mr. [redacted] ’s concerns with this issue.
Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted]
I am rejecting this response because:You did not actually answer my questions regarding odds. When I originally wrote my complaint I explained that your suggestions regarding network issues did not solve the problem. You stated that you messaged me through BFC but the message I received was in response to a ticket I put in. I'm a VIP 14. You know how much money I have spent to play this game and how long I've played on this account. Packages rarely last regardless of what you spend. Something is not right. Again it wasn't always like this.
Sincerely,
[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to our Midnight Castle 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 Dec. 15th, 2015, (Incident# [redacted]). I've included our response below:Hi [redacted],My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish. I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you. I understand that the diamonds you purchased on Dec. 9th, 2015 never appeared on your Midnight Castle account. I can definitely help you with this. You mentioned that there was an update for the game shortly after you made your purchase. What may have happened is that if the purchase was going though at the same time the update was, the data to add the item might not have been received correctly Those updates take priority and may have interfered with that process. If you like I can get those diamonds added to your account. If you can provide me with your Midnight Castle Friend Code. To locate your Friend Code (ID):1. Open Midnight Castle.2. Tap or click your character avatar in the top-left.3. Your Friend Code (ID) will appear in the column on the left.If your Friend Code (ID) includes a letter before the numbers, please be sure to include that letter since it would be part of the code. Once I have this information, I can start working towards getting this matter resolved, so you can play your game. I look forward to hearing from 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
We understand that Mr. [redacted] has contacted the Revdex.com in regards to recovering an account as well as player’s odds. We are happy to assist him with resolving this issue as quickly as possible. Mr. [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:=====================================Thank you for sharing your Jackpot Magic Slots' Friend Code and renaming your account for verification purposes. As mentioned previously, we take account verification very seriously and appreciate your patience while we collected the proper information to proceed with the request.I've gone ahead and combined the two accounts today, allowing for your original Friend Code [redacted] to show up on your new iPhone 7 Plus going forward.In summary, I’ve moved your account with Friend Code: [redacted] over for you, along with 2,567,794 coins, 2,450 VIP points for your $4.99 purchase, and 37 likes that will now be included in your main account.Next, let's go ahead and uninstall and reinstall Jackpot Magic Slots on your iOS device so these changes can take effect properly. This won’t affect your chips or player information, since they’re attached to the account itself, which is stored on our server. If you’d like steps on how to do this, just let me know and I’ll be happy to get them to you.Here is a help article with more information about this:Uninstalling & Reinstalling (iOS) Also, my apologies to hear that you’ve run into a rough patch lately. Customer Support is unable to change the outcome of any game, and will be unable to reply further regarding the odds or chances of winning. However, we’d like to let you know that all slots machines have the same chances of winning, regardless of the player, level, account, or purchases.For more information on the odds please refer to the following help article:OddsIt also sounds as though there were some concerns about being removed from your primary account's Club. I have verified that the account with Friend Code [redacted] continues to be in the "Be Friends Forever" Club. You can continue earning Club crowns and participating as soon as you open Jackpot Magic Slots today.For your continued patience, as a special one-time courtesy I have credited your account 20,000,000 complimentary coins. You should now be able to access those coins by opening Jackpot Magic Slots.=====================================We are always happy to help a customer directly. Mr. [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: https://jackpotmagicslots.zendesk.com/hc/en-usJackpot Magic Slots
Hello,This is [redacted] again with Big Fish. As noted in our previous response, we have addressed all concerns and do not have anything further to add regarding the jackpot. I can see that our Support Team has reached out to you via Incident # [redacted] and I have copied our latest response below for reference. Please reply directly to the email to continue receiving assistance:“[redacted] here in Seattle and thanks for your reply back to me. I'll do my best to help explain and provide more details in our system logs, regarding the spins. Fate's Fortune - 5 rings. In reviewing your logs on May 9th at exactly 3:31 PM PST, you had a total chip count of 41,118,572, and your bets were set to 9 lines at 24,000 chips per line. I reviewed the screenshots to that of our system logs. Every symbol matched up, but the middle column, middle row. Your screenshot shows the ring, but our logs show that it is actually a flower. This would explain the reason as to why a win was not awarded. Next, the Pestle and Mortar symbol image. One other odd thing, is that again, I matched all symbols in the screenshot to what is recorded in our logs, I found in your image, the middle column, middle row you have the mortar and ring, however, our logs show that it is actually a bird. So, there's something that's not adding up in the images, both symbols apparently, were somehow replaced in the same spot in both images. Our logs record everything that occurs, and we typically go by what our logs record. At this time I will be unable to credit your account due to this information.”For any other questions or concerns, please feel free to reach out to us through our Contact Us page:Contact Ushttp://bigfishgames.custhelp.com/app/ask
Complaint: [redacted]I am rejecting this response because:It blatantly ignores the contents of my complaint (that I did NOT sign up for a membership) and returns only a part of the money owed. As a result of this insulting response I have done some further investigating and discovered a class action lawsuit against Big Fish, which I hope to join. http://www.scribd.com/doc/[redacted]/[redacted]Vs-Big-FishAt this point my main goal is to persuade the Revdex.com to give consumers better notice of these issues. The current grade of B does not nearly convey the scope of Big Fish's deceptive practices. I gather you have received a large volume of complaints regarding this, and hope you will consider communicating this more clearly to consumers, including downgrading substantially their rating. If this is a B, I can't imagine what a lower grade requires!!Thank you for your help, and please tell me if I can provide you with more information.Sincerely,[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms. [redacted] has contacted the Revdex.com in regards to closing their Big Fish account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly through our website about...
this issue. After doing some research, it appears that we responded on Sept. 14th, 2016 (Incident# [redacted]). I've included our response below:[redacted]Hello [redacted],This is Rebecca in Seattle. Thank you for writing in today. I apologize for the delay in reply due to currently being behind our normal response time. I understand you'd like to completely deactivate your account with Big Fish Games. I can definitely take a look into that and do everything I can to assist.It sounds like losing access to the games you've purchased isn't a concern, so we've gone ahead and closed the [redacted]@yahoo.com account in our system.I hope I was able to help you with this today. Please let me know if you have any other questions or concerns by replying directly to this email.Regards,Rebeccawww.BigFishGames.comSplashing around the pond Sunday-Thursday[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]’ 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. The resolution occurred after the complaint was filed, 20 days after the incident which was reported numerous timesSincerely, [redacted]