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 meThe resolution occurred after the complaint was filed, days after the incident which was reported numerous timesSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have given the date and times for every screenshot pic I sent including the jackpot I hitYour replies were it did not record on your endI was even accused of taking a pic during midspin, I was furious and replied back stating I didn't think it was possible to do mid spin screen shots so I took, mid spin screenshots and sent them to show that the reels are messed up midspin screenshotsI continually get the same answer even when I give the date and time and pic of issueYou can clearly see in the pics that the pay line has zero in most shots when they are winsYou have taken my money and will not honor my wins when they are missedThis is not good business Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems installing your gamesWe are happy to assist with resolving this issue as quick as possibleIt appears that Ms [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on Dec11th, 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 youIn understand that you're seeing an 803-error when trying to install of your Abyss:The Wraiths of EdenI can help with thatLet's start things off by uninstalling then reinstalling the gameTo uninstall and reinstall your game, follow the steps below:Open the Start menu and select Control Panel.Under the ‘Programs’ heading, click Uninstall a program.Find and select the game, then click the Uninstall/Change button at the top of the list.Confirm that you want to uninstall.Once complete, reinstall the gameFor step by step instructions, please see the following help article:Uninstall and Reinstall a Game Let me know if this takes care of the issueIf you find you're still having problems, please don't hesitate to write backJust 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:- 5:PSTWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issueContact Us http://bigfishgames.custhelp.com/app/ask
We understand that Mr [redacted] has contacted the Revdex.com in regards to a ban on his and his family members’ accountsWe are happy to assist him with providing an explanation to these bansMr***,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 wellAfter 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 bannedDue 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/terminationWe are always happy to help a customer directly Mr***, you are always welcome to contact Big Fish Games for any account, Game Manager, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowThis 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 Ms [redacted] has contacted the Revdex.com in regards to your Big Fish Casino account being disabledWe 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 issueAfter doing some research, it appears that we responded on March 16th, 2016, (Incident# [redacted] I've included our response below: [redacted] Hello ***, Thank you for taking the time to call me today and verify your age over the phone It was a pleasure meeting and wish it was under better circumstances as I understand what your family is going through dealing with your most recent loss As we've been able to verify your age now, I've been able to unblock your Big Fish Casino account, and the documents we were sent have been disposed of to ensure your security Additionally, I've been able to add 1,000,chips to your account for the inconvenience, taking your total from 10,170,to 11,170,as of this writing Over the phone, I mentioned I wanted to make sure you did not lose your position on receiving your daily reward level Please do not hesitate to reply if you notice that your daily reward position has been reset, so I can take care of that for you I hope this helps, and that you have a great rest of the week Warm Regards, Tonywww.BigFishGames.comSwimming in the pond Monday – Friday [redacted] We are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because:They have not fixed anythingI showed them what happened on my screen, and they said it doesn't match upI just want to play the gameObviously the business has not met me halfwayI have been trying to get chips from spins for months but they cannot "find the spin." I am shocked that they will not credit my account for a spin that was not credidted properly to my accountThe service I have received has been awfulIt's clear to see that Big Fish cannot help a customer with any issues they haveI want those spins to be credited to my account, plus tickets and gold because I have been waiting for a long timeSincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] - [redacted] has contacted the Revdex.com in regards to charges from our Big Fish Casino gameWe are happy to assist with resolving this issue as quickly as possibleMs [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 youI understand that you're seeing charges for Big Fish Casino and have concerns that you may be being billed incorrectlyI'd be happy to look into this for youFirst, I'll need the Friend Code for your husband's accountYou can find the new Friend Code by opening up Casino, clicking/tapping your profile picture, and looking at the bottom of the pop up for "Friend Code"This will let me see what purchases he's made on that account recentlyYou mentioned that the purchases/charges on your card are going through [redacted] To look into the orders in question, can you please send me a screenshot of the receipt for the purchase from [redacted] ? This will allow me to cross-reference them with what I see on your husband's Casino accountTo take a screenshot, simultaneously hold down the Home and Sleep/Wake buttons, then release them at the same timeYou'll hear the same shutter snap sound the device makes when it takes a photo, and you'll find the screenshot in the Photos appHere's how to attach the screen capture to our email: 1) Open the Photos application on your device and find the screenshot, then tap the screen to bring up the menu bars at the top and bottom2) In the top right corner, tap the button that looks like an arrow coming out of a box.3) A menu will appearAt the very bottom of that menu, tap Copy Photo.4) You can then attach the photo to a reply emailPlease make sure to open your internet browser and go to your mail client's actual website rather than use an App to send the emailOtherwise, the picture will not come through at all.Just in case, I’ve added a couple of great help articles with specific instructions on how to get this done:Taking a ScreenshotAttach a File to Your EmailOnce I have this information, I can begin to find out more about the charges you're seeingThe last thing we want is for you to be charged for something you don't wantWe are always happy to help a customer directlyMs [redacted] -***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] -***’s concerns with this issueContact Us http://bigfishgames.custhelp.com/app/ask
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 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] ***
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to her Big Fish Casino accountWe are happy to assist with resolving this issue as quick as possibleIt appears that [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on Dec28th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi ***,My name is [redacted] and I am one of the managers here in Big Fish Customer Support.I wanted to let you know that we treat all of our customers with respect and we ask that our customers return that same respectWith that said, any further emails including explicit language will not be replied toAdditionally, we take abusive and/or threatening language very seriously, as it is against our Terms of UseIf any further emails or incidents are sent to Customer Support with such language, your Big Fish Casino account will receive a permanent ban for the Terms of Use violations.You can review our full Terms of Use here: [redacted] Thank you, [redacted] www.BigFishGames.comSwimming in the pond Monday - Friday [redacted] I can see from previous incidents that we have explained that our odds are the same for everyone and are based off actual casino oddsWe do not alter these oddsLooking through the following the emails, the abusive language continued which resulted in the ban being put in placeWe are always happy to help a customer directly [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed [redacted] ’s concerns with this issue
Greetings, This is Jon again with Big Fish As previously explained, the connection issue Ms [redacted] is referring to isn't something that is necessarily caused by our servers or her deviceThe connection issue could have been caused by any number things between their device and our serversWe have no control over those issues As confirmed by our VIP manager and our logs, those chips were lost to gameplayWe have already credited the account million chips as a courtesyWe're unable to credit accounts for chips lost during gameplay It appears that we have addressed all of Ms [redacted] previous concerns and have nothing further to add We do encourage Ms [redacted] to contact us directly if he has any new issues to discussWe are more than happy to help Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Greetings, This is [redacted] again with Big Fist appears that we have addressed all previous concerns regarding the winning spins in question and have nothing further to addI’ve also pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] I've pasted our correspondence below for your convenience:=====================================Because it is research-intensive to look into each spin reported, we will take the most recent inquiries and depending on the results of that research, we will credit appropriately or conclude that Big Fish Casino is working properlyRegarding the five Eye of Isis symbols on April at 4:01AM EST, looking at all seven spins that occurred within that minute, the highest number of the Eye of Isis symbol that occurred in one spin was a total number of three symbolsThese three Eye of Isis symbols appeared in the first, fourth and fifth reelThere were no wilds to connect these symbols, and for that particular spin, there were no winning linesAs it looks like the game was working properly, we will not be crediting your accountTo 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 instancesWithout finding the spin in question, we are unable to credit an account for such a spinThough screenshots are helpful, we do not expect our players to take one of every issue you may come across while playing the gameBy 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 endIn order for me to be able to continue handling escalated tickets on a regular basis and as I've resolved all issues up to today, for any future issues or questions, please submit a new ticket and one of our representatives will be happy to helpYou can contact us through our Help Pages: Big Fish Casino Help Pageshttp://playbigfish.custhelp.com/app/home===================================...⇄ do encourage Mr [redacted] to contact us directly if he has any new issues to discussWe are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Complaint: [redacted] I am rejecting this response because: Its CRAP! I can understand that websites don't work I believe that I had and the dealer had 19, HOWEVER On Big Fish Casino they let you play million chips at once When I signed on I had 400ISH Million chips, I was not betting million chipsBut yet after the server went down ON THEIR PART I had ZERO chips Obviously, they played more then one hand when the incident occured It is physically impossible to lose million chips in one hand when your not playing the maximum EVEN HAD I BEEN PLAYING THE MAXIMUM AMOUNT IT WOULD HAVE TAKEN HANDS TO LOSE SO WHAT THEY ARE SAYING IS NOT TRUE I fully reject this I emailed them a message back, and was then told they would no longer correspond with me about the matter Which is [redacted] I am sorry (Revdex.com) for my attitude or mouth but I am a Tier VIP memberI have paid THOUSANDS of dollars to this company to only get screwed Please take into consideration as I have said (oh, and they confirmed) million chips cant be lost in one hand They claim I only played one hand, so how did I lose million chips They need to learn math F- for the awful company When I explained the math of this to Big Fish Casino, as you can see in the attached email correspondences I was told they would have no further contact with me about this I do not know how to be any more clear They admit I was on the game with 370+ chips They admit their network had a problem If you were to look at game you would see the most you may play is Million chips In the last email, they acknowledged I played ONE hand, and lost I was betting HOW MUCH MONEY? I could not have been betting million chips in one hand I am even more pissed now that it's been a month and I am VIP still having the same problem Even more furious that I was told their would be no further contact: when clearly they are not seeing the point If I only played hand I couldn't have lost 370+ chips Even they should be able to admit that Re-give my chips This is nonsence Sincerely, [redacted] ***
We understand that Mr [redacted] has contacted the Revdex.com in regards to the odds in Big Fish CasinoWe 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 accountThe odds do not change at any point, and are not manipulatedWe 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,chips to your account; this increased the chip total on the account from 72,to 10,072, 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 timeIn the future, the best way to reach us is through our Contact Us Page linked belowAn 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 gamesContact Us Contact Customer Support
10:AM Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to unwanted chargesWe 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 issueAfter doing some research, it appears that we responded on May 10th 2016, (Incident# [redacted] )I've included our response below: [redacted] Hey there ***, This is Corey in SeattleThanks so much for writing inIt sounds like there has been some unwanted charges on your account recentlyIt absolutely makes sense to want to look into these charges, and I can totally help you out with this today After looking in our system, I was able to locate your account under [redacted] @gmail.com, but was unable to find any recent charges to this accountUsing the account information under [redacted] @gmail.com, I continued searching our system and located another account under [redacted] which is where the charges are coming from It looks like the charge on your account is coming from a Big Fish Game Club membership, started from the "Big Fish Game Club Trial" checkbox on the shopping cart pageThe Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our siteMembers also enjoy 30% or more savings on all gamesIf you would like any more information on the Game Club the help article below has more details: Big Fish Game Club Since this membership is under an unused account, I've canceled it and you will not be charged for this service againAlso, I've gone ahead and reimbursed you for month of charges to this account, and a refund will show up in about 3-days You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase I hope this helps resolve why you've been seeing these charges latelyIf you have any more questions, please don't hesitate to respond directly to this email, and I'll be here waiting to do anything I can to help you out Best, Coreywww.BigFishGames.comSwimming in the pond Sunday-Thursday [redacted] We are always happy to help a customer directlyMr [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Mr [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 Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possibleIt appears that Ms [redacted] has already contacted us directly through our website about this issue After doing some research, it appears that one of our Senior VIP Support Reps responded on Jan15th, 2017, (Incident# [redacted] )I've included our response below: [redacted] Hello ***,My name is ***, and I'm a Senior VIP Support Rep on the VIP Team.I'm terribly sorry to hear that there's a bit of a rough patch going onWhile I do wish that VIP Support had the ability to change the odds, everyone's chances are the sameBut I do hope that luck picks up soon.To help, I've gone ahead and sent 30M complimentary chips your way in hopes that it boosts your way to some winsBest of luck and rooting for you as always!I can see that within the last month that 118,518,chips had been purchased for then accountLooking at the account, all but 3,910,have been used and lost to game play, which means we are unable to refund those purchasesThe odds in our games are the same as a real life casino and the payouts are completely randomThey are the same for everyone and there is no way to determine the typical amount that would be awarded for any of the gamesWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue
We understand that Mr [redacted] has contacted the Revdex.com in regards to purchases made in Big Fish CasinoWe are happy to assist Mr [redacted] with resolving this issue as quickly as possibleMr***, Because purchases made through the [redacted] store go directly through Apple, Big Fish is unable to see the details of those purchases or issue refunds for themAdditionally, while Big Fish only charges the prices shown in the store, depending on state or location, [redacted] may charge additional taxes and feesThese fees are outside of Big Fish’s control, and [redacted] can make changes to these fees at their own discretionWhile Customer Support is happy to provide information available to us regarding recent purchases made on the account, we are unable to issue refunds for purchases made through [redacted] Customer Support is able to credit an account when purchases don’t appear to have credited, as shown in our correspondence with you from November 17th, 2017:Hi there ***, This is Mason from SeattleThanks for writing in todayI can see you've been waiting and I'd like to sincerely apologize for the delayWe're working on getting back to our customers as soon as possibleThank you for being so patient, it is truly appreciatedI'm sorry to hear that, among other problems, there was an unexpected charge made to your accountI appreciate you providing a receipt of that purchase, and I've been able to credit your account for that purchase taking into account 4.5x sale that was running on October 27, That comes out to an extra 742,chips, which takes your total from 5,345,to 5,394,chips, and 1,VIP points, which takes that total from 173,to 175,points at the time of this emailWhile we haven't verified these other specific incidents, we definitely appreciate you as a customer and have added 10,000,chips to your account right away for any inconvenience this timeThis now takes your total from 5,625,to 15,625,chips as of this email.We are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future, the best way to reach us is through our Contact Us Page (linked below)An account specialist has also reached out to you directly through our Customer Support email systemIf you reply through that message or the link below we can quickly work together to address any additional questions or concernsThis will be the quickest way we can resolve this for youYou can also reply with the info through this Revdex.com contactWe hope that we have resolved Mr***'s concerns with these purchase issuesContact Customer Support
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to an unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs [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 whyIt sounds like that a Game Club membership might be involvedThe Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our Daily DealsIn addition, when the monthly EUR is charged to keep the membership active, you receive a Game Club creditThese credits can then be redeemed for games on our site, at no additional chargeTo redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you wantThe credit will then be automatically applied to the game purchase.I understand that it was not necessarily your intent to have this membership, so if you like, I can cancel your Game Club membershipI checked our system, and found an account with the [redacted] e-mail addressHowever, it does not have an active Game Club membershipAfter a bit of research, it looks like there was a Game Club membership active on an account with a typo in the e-mail addressI've listed both of your accounts below for you: [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs [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.From your description, it sounds like you're seeing charges after canceling your Big Fish Game Club membershipI can help you with thisI was unable to locate your account under the [redacted] email addressIs it possible that the account in question was under a different email? To better assist you, please provide as much of the following information about the order as possible1) First 6/last digits of the card that was recently charged Example: [redacted] *** 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing addressOnce I have this information, I can start working towards getting this matter resolved and those charges stoppedWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue
Complaint: [redacted] I am rejecting this response because: The refund of coins I requested was not nearly what was given to me I requested a $million coin refund and would like the difference between what they gave me and the amount I requested I would also like to know what the actual odds are on their Vegas Party Slot games (which should be posted for all players to see).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 meThe resolution occurred after the complaint was filed, days after the incident which was reported numerous timesSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have given the date and times for every screenshot pic I sent including the jackpot I hitYour replies were it did not record on your endI was even accused of taking a pic during midspin, I was furious and replied back stating I didn't think it was possible to do mid spin screen shots so I took, mid spin screenshots and sent them to show that the reels are messed up midspin screenshotsI continually get the same answer even when I give the date and time and pic of issueYou can clearly see in the pics that the pay line has zero in most shots when they are winsYou have taken my money and will not honor my wins when they are missedThis is not good business Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems installing your gamesWe are happy to assist with resolving this issue as quick as possibleIt appears that Ms [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on Dec11th, 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 youIn understand that you're seeing an 803-error when trying to install of your Abyss:The Wraiths of EdenI can help with thatLet's start things off by uninstalling then reinstalling the gameTo uninstall and reinstall your game, follow the steps below:Open the Start menu and select Control Panel.Under the ‘Programs’ heading, click Uninstall a program.Find and select the game, then click the Uninstall/Change button at the top of the list.Confirm that you want to uninstall.Once complete, reinstall the gameFor step by step instructions, please see the following help article:Uninstall and Reinstall a Game Let me know if this takes care of the issueIf you find you're still having problems, please don't hesitate to write backJust 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:- 5:PSTWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issueContact Us http://bigfishgames.custhelp.com/app/ask
We understand that Mr [redacted] has contacted the Revdex.com in regards to a ban on his and his family members’ accountsWe are happy to assist him with providing an explanation to these bansMr***,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 wellAfter 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 bannedDue 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/terminationWe are always happy to help a customer directly Mr***, you are always welcome to contact Big Fish Games for any account, Game Manager, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowThis 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 Ms [redacted] has contacted the Revdex.com in regards to your Big Fish Casino account being disabledWe 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 issueAfter doing some research, it appears that we responded on March 16th, 2016, (Incident# [redacted] I've included our response below: [redacted] Hello ***, Thank you for taking the time to call me today and verify your age over the phone It was a pleasure meeting and wish it was under better circumstances as I understand what your family is going through dealing with your most recent loss As we've been able to verify your age now, I've been able to unblock your Big Fish Casino account, and the documents we were sent have been disposed of to ensure your security Additionally, I've been able to add 1,000,chips to your account for the inconvenience, taking your total from 10,170,to 11,170,as of this writing Over the phone, I mentioned I wanted to make sure you did not lose your position on receiving your daily reward level Please do not hesitate to reply if you notice that your daily reward position has been reset, so I can take care of that for you I hope this helps, and that you have a great rest of the week Warm Regards, Tonywww.BigFishGames.comSwimming in the pond Monday – Friday [redacted] We are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because:They have not fixed anythingI showed them what happened on my screen, and they said it doesn't match upI just want to play the gameObviously the business has not met me halfwayI have been trying to get chips from spins for months but they cannot "find the spin." I am shocked that they will not credit my account for a spin that was not credidted properly to my accountThe service I have received has been awfulIt's clear to see that Big Fish cannot help a customer with any issues they haveI want those spins to be credited to my account, plus tickets and gold because I have been waiting for a long timeSincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] - [redacted] has contacted the Revdex.com in regards to charges from our Big Fish Casino gameWe are happy to assist with resolving this issue as quickly as possibleMs [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 youI understand that you're seeing charges for Big Fish Casino and have concerns that you may be being billed incorrectlyI'd be happy to look into this for youFirst, I'll need the Friend Code for your husband's accountYou can find the new Friend Code by opening up Casino, clicking/tapping your profile picture, and looking at the bottom of the pop up for "Friend Code"This will let me see what purchases he's made on that account recentlyYou mentioned that the purchases/charges on your card are going through [redacted] To look into the orders in question, can you please send me a screenshot of the receipt for the purchase from [redacted] ? This will allow me to cross-reference them with what I see on your husband's Casino accountTo take a screenshot, simultaneously hold down the Home and Sleep/Wake buttons, then release them at the same timeYou'll hear the same shutter snap sound the device makes when it takes a photo, and you'll find the screenshot in the Photos appHere's how to attach the screen capture to our email: 1) Open the Photos application on your device and find the screenshot, then tap the screen to bring up the menu bars at the top and bottom2) In the top right corner, tap the button that looks like an arrow coming out of a box.3) A menu will appearAt the very bottom of that menu, tap Copy Photo.4) You can then attach the photo to a reply emailPlease make sure to open your internet browser and go to your mail client's actual website rather than use an App to send the emailOtherwise, the picture will not come through at all.Just in case, I’ve added a couple of great help articles with specific instructions on how to get this done:Taking a ScreenshotAttach a File to Your EmailOnce I have this information, I can begin to find out more about the charges you're seeingThe last thing we want is for you to be charged for something you don't wantWe are always happy to help a customer directlyMs [redacted] -***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] -***’s concerns with this issueContact Us http://bigfishgames.custhelp.com/app/ask
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 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] ***
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to her Big Fish Casino accountWe are happy to assist with resolving this issue as quick as possibleIt appears that [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on Dec28th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi ***,My name is [redacted] and I am one of the managers here in Big Fish Customer Support.I wanted to let you know that we treat all of our customers with respect and we ask that our customers return that same respectWith that said, any further emails including explicit language will not be replied toAdditionally, we take abusive and/or threatening language very seriously, as it is against our Terms of UseIf any further emails or incidents are sent to Customer Support with such language, your Big Fish Casino account will receive a permanent ban for the Terms of Use violations.You can review our full Terms of Use here: [redacted] Thank you, [redacted] www.BigFishGames.comSwimming in the pond Monday - Friday [redacted] I can see from previous incidents that we have explained that our odds are the same for everyone and are based off actual casino oddsWe do not alter these oddsLooking through the following the emails, the abusive language continued which resulted in the ban being put in placeWe are always happy to help a customer directly [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed [redacted] ’s concerns with this issue
Greetings, This is Jon again with Big Fish As previously explained, the connection issue Ms [redacted] is referring to isn't something that is necessarily caused by our servers or her deviceThe connection issue could have been caused by any number things between their device and our serversWe have no control over those issues As confirmed by our VIP manager and our logs, those chips were lost to gameplayWe have already credited the account million chips as a courtesyWe're unable to credit accounts for chips lost during gameplay It appears that we have addressed all of Ms [redacted] previous concerns and have nothing further to add We do encourage Ms [redacted] to contact us directly if he has any new issues to discussWe are more than happy to help Contact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Greetings, This is [redacted] again with Big Fis
t appears that we have addressed all previous concerns regarding the winning spins in question and have nothing further to addI’ve also pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] I've pasted our correspondence below for your convenience:=====================================Because it is research-intensive to look into each spin reported, we will take the most recent inquiries and depending on the results of that research, we will credit appropriately or conclude that Big Fish Casino is working properlyRegarding the five Eye of Isis symbols on April at 4:01AM EST, looking at all seven spins that occurred within that minute, the highest number of the Eye of Isis symbol that occurred in one spin was a total number of three symbolsThese three Eye of Isis symbols appeared in the first, fourth and fifth reelThere were no wilds to connect these symbols, and for that particular spin, there were no winning linesAs it looks like the game was working properly, we will not be crediting your accountTo 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 instancesWithout finding the spin in question, we are unable to credit an account for such a spinThough screenshots are helpful, we do not expect our players to take one of every issue you may come across while playing the gameBy 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 endIn order for me to be able to continue handling escalated tickets on a regular basis and as I've resolved all issues up to today, for any future issues or questions, please submit a new ticket and one of our representatives will be happy to helpYou can contact us through our Help Pages: Big Fish Casino Help Pageshttp://playbigfish.custhelp.com/app/home===================================...⇄ do encourage Mr [redacted] to contact us directly if he has any new issues to discussWe are more than happy to help.Contact Us http://bigfishgames.custhelp.com/app/ask
Complaint: [redacted] I am rejecting this response because: Its CRAP! I can understand that websites don't work I believe that I had and the dealer had 19, HOWEVER On Big Fish Casino they let you play million chips at once When I signed on I had 400ISH Million chips, I was not betting million chipsBut yet after the server went down ON THEIR PART I had ZERO chips Obviously, they played more then one hand when the incident occured It is physically impossible to lose million chips in one hand when your not playing the maximum EVEN HAD I BEEN PLAYING THE MAXIMUM AMOUNT IT WOULD HAVE TAKEN HANDS TO LOSE SO WHAT THEY ARE SAYING IS NOT TRUE I fully reject this I emailed them a message back, and was then told they would no longer correspond with me about the matter Which is [redacted] I am sorry (Revdex.com) for my attitude or mouth but I am a Tier VIP memberI have paid THOUSANDS of dollars to this company to only get screwed Please take into consideration as I have said (oh, and they confirmed) million chips cant be lost in one hand They claim I only played one hand, so how did I lose million chips They need to learn math F- for the awful company When I explained the math of this to Big Fish Casino, as you can see in the attached email correspondences I was told they would have no further contact with me about this I do not know how to be any more clear They admit I was on the game with 370+ chips They admit their network had a problem If you were to look at game you would see the most you may play is Million chips In the last email, they acknowledged I played ONE hand, and lost I was betting HOW MUCH MONEY? I could not have been betting million chips in one hand I am even more pissed now that it's been a month and I am VIP still having the same problem Even more furious that I was told their would be no further contact: when clearly they are not seeing the point If I only played hand I couldn't have lost 370+ chips Even they should be able to admit that Re-give my chips This is nonsence Sincerely, [redacted] ***
We understand that Mr [redacted] has contacted the Revdex.com in regards to the odds in Big Fish CasinoWe 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 accountThe odds do not change at any point, and are not manipulatedWe 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,chips to your account; this increased the chip total on the account from 72,to 10,072, 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 timeIn the future, the best way to reach us is through our Contact Us Page linked belowAn 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 gamesContact Us Contact Customer Support
10:AM Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to unwanted chargesWe 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 issueAfter doing some research, it appears that we responded on May 10th 2016, (Incident# [redacted] )I've included our response below: [redacted] Hey there ***, This is Corey in SeattleThanks so much for writing inIt sounds like there has been some unwanted charges on your account recentlyIt absolutely makes sense to want to look into these charges, and I can totally help you out with this today After looking in our system, I was able to locate your account under [redacted] @gmail.com, but was unable to find any recent charges to this accountUsing the account information under [redacted] @gmail.com, I continued searching our system and located another account under [redacted] which is where the charges are coming from It looks like the charge on your account is coming from a Big Fish Game Club membership, started from the "Big Fish Game Club Trial" checkbox on the shopping cart pageThe Game Club is an optional ongoing monthly subscription, where members automatically receive a Game Club credit that can be redeemed for any standard version game on our siteMembers also enjoy 30% or more savings on all gamesIf you would like any more information on the Game Club the help article below has more details: Big Fish Game Club Since this membership is under an unused account, I've canceled it and you will not be charged for this service againAlso, I've gone ahead and reimbursed you for month of charges to this account, and a refund will show up in about 3-days You can still buy all the games you want and play the games that have already been purchased without a Game Club membership, just make sure the "Reactivate Game Club" box remains unchecked before completing your purchase I hope this helps resolve why you've been seeing these charges latelyIf you have any more questions, please don't hesitate to respond directly to this email, and I'll be here waiting to do anything I can to help you out Best, Coreywww.BigFishGames.comSwimming in the pond Sunday-Thursday [redacted] We are always happy to help a customer directlyMr [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Mr [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 Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possibleIt appears that Ms [redacted] has already contacted us directly through our website about this issue After doing some research, it appears that one of our Senior VIP Support Reps responded on Jan15th, 2017, (Incident# [redacted] )I've included our response below: [redacted] Hello ***,My name is ***, and I'm a Senior VIP Support Rep on the VIP Team.I'm terribly sorry to hear that there's a bit of a rough patch going onWhile I do wish that VIP Support had the ability to change the odds, everyone's chances are the sameBut I do hope that luck picks up soon.To help, I've gone ahead and sent 30M complimentary chips your way in hopes that it boosts your way to some winsBest of luck and rooting for you as always!I can see that within the last month that 118,518,chips had been purchased for then accountLooking at the account, all but 3,910,have been used and lost to game play, which means we are unable to refund those purchasesThe odds in our games are the same as a real life casino and the payouts are completely randomThey are the same for everyone and there is no way to determine the typical amount that would be awarded for any of the gamesWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue
We understand that Mr [redacted] has contacted the Revdex.com in regards to purchases made in Big Fish CasinoWe are happy to assist Mr [redacted] with resolving this issue as quickly as possibleMr***, Because purchases made through the [redacted] store go directly through Apple, Big Fish is unable to see the details of those purchases or issue refunds for themAdditionally, while Big Fish only charges the prices shown in the store, depending on state or location, [redacted] may charge additional taxes and feesThese fees are outside of Big Fish’s control, and [redacted] can make changes to these fees at their own discretionWhile Customer Support is happy to provide information available to us regarding recent purchases made on the account, we are unable to issue refunds for purchases made through [redacted] Customer Support is able to credit an account when purchases don’t appear to have credited, as shown in our correspondence with you from November 17th, 2017:Hi there ***, This is Mason from SeattleThanks for writing in todayI can see you've been waiting and I'd like to sincerely apologize for the delayWe're working on getting back to our customers as soon as possibleThank you for being so patient, it is truly appreciatedI'm sorry to hear that, among other problems, there was an unexpected charge made to your accountI appreciate you providing a receipt of that purchase, and I've been able to credit your account for that purchase taking into account 4.5x sale that was running on October 27, That comes out to an extra 742,chips, which takes your total from 5,345,to 5,394,chips, and 1,VIP points, which takes that total from 173,to 175,points at the time of this emailWhile we haven't verified these other specific incidents, we definitely appreciate you as a customer and have added 10,000,chips to your account right away for any inconvenience this timeThis now takes your total from 5,625,to 15,625,chips as of this email.We are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future, the best way to reach us is through our Contact Us Page (linked below)An account specialist has also reached out to you directly through our Customer Support email systemIf you reply through that message or the link below we can quickly work together to address any additional questions or concernsThis will be the quickest way we can resolve this for youYou can also reply with the info through this Revdex.com contactWe hope that we have resolved Mr***'s concerns with these purchase issuesContact Customer Support
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to an unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs [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 whyIt sounds like that a Game Club membership might be involvedThe Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our Daily DealsIn addition, when the monthly EUR is charged to keep the membership active, you receive a Game Club creditThese credits can then be redeemed for games on our site, at no additional chargeTo redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you wantThe credit will then be automatically applied to the game purchase.I understand that it was not necessarily your intent to have this membership, so if you like, I can cancel your Game Club membershipI checked our system, and found an account with the [redacted] e-mail addressHowever, it does not have an active Game Club membershipAfter a bit of research, it looks like there was a Game Club membership active on an account with a typo in the e-mail addressI've listed both of your accounts below for you: [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs [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.From your description, it sounds like you're seeing charges after canceling your Big Fish Game Club membershipI can help you with thisI was unable to locate your account under the [redacted] email addressIs it possible that the account in question was under a different email? To better assist you, please provide as much of the following information about the order as possible1) First 6/last digits of the card that was recently charged Example: [redacted] *** 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing addressOnce I have this information, I can start working towards getting this matter resolved and those charges stoppedWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue
Complaint: [redacted] I am rejecting this response because: The refund of coins I requested was not nearly what was given to me I requested a $million coin refund and would like the difference between what they gave me and the amount I requested I would also like to know what the actual odds are on their Vegas Party Slot games (which should be posted for all players to see).Sincerely, [redacted] ***