Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to access her Big Fish accountWe 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 we responded on Jan25th, 2017, (Incident# [redacted] I've included our response below: [redacted] Hi ***,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 having problems accessing your Big Fish accountI know you wanted to receive a phone call regarding thisCurrently we just simply are not set up to offer phone support like in the pastI would love to help you with that and feel that I can do exactly that with you over emailIn order to get started, I need to first locate your account and ask some security questionsI want to make sure I find the right account for youHere's what I would need:1) First 6/last digits of the card that was recently chargedExample: 56XX XXXX 78902) 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 addressIt's okay if you don't have all this information, just provide as much as you canOnce I have this information, I can start working towards getting this matter resolved, so you can play your gamesI look forward to hearing from youJonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:- 5:PST [redacted] In a later email, we explained that we had been directed by Tony D [redacted] to go ahead with helping Ms [redacted] via email, since this is just a matter finding Ms [redacted] ' account and resetting the passwordSince the account in question is not under the address that we were contacted with, we need the information asked for in order to locate the account and verify that it belongs to Ms [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] ’ concerns with this issueContact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com: I was reimbursed for the charges from the last yearThank you for your help.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to a purchase for our Free to Play game, Midnight CastleWe 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 Jan16th, (Incident# [redacted] )I've included our response below: [redacted] Thank you for sending that alongI do see that order in our servers and it looks like I'm not seeing the original ID sent from under that addressI do apologize for any inconvenience that this may causeTo help recover your game, we've gone ahead and added a generic level progress into your game for you.While this may not be your exact game, I do hope that it gets you about to where you wereTo help make up for the trouble, I've also refunded that $for youYou should see that return to your account in 3-business days depending on your financial institution.I hope that this totally helped you out! We are always happy to help a customer directly [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any 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
We understand that Mr [redacted] has contacted the Revdex.com in regards to ongoing subscription chargesWe are happy to assist him with resolving this issue as quickly as possibleMr***, 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 from the “Big Fish Game Club Trial” checkbox on the shopping cart pageIt looks like this membership has been active since it was initially started, which is why you're seeing those chargesThe Game Club is an optional subscription service we offer that helps members get discounts on gamesSince 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 serviceI’ve also gone ahead and issued a refund for the last months of charges to this account, and that refund of $will appear in about 3-daysEven though the membership is canceled, you still have access to your account and all the games on itWe are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeThe 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 emailContact Us https://bigfishgames.zendesk.com/hc/en-us/articles/ [redacted]
Hello,This is [redacted] again with Big FishAs noted in our previous response, we have addressed all concerns and do not have anything further to add regarding the jackpotI can see that our Support Team has reached out to you via Incident # [redacted] and I have copied our latest response below for referencePlease 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 spinsFate's Fortune - ringsIn reviewing your logs on May 9th at exactly 3:PM PST, you had a total chip count of 41,118,572, and your bets were set to lines at 24,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 awardedNext, 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 imagesOur 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 Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms [redacted] has contacted the Revdex.com in regards to a missing jackpot on her Big Fish Casino accountWe 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 originally responded on November 13, , (Incident# [redacted] )I can see that you were escalated to a Lead for the Casino team, as requested, and that she researched the issueI've included her response below: Hi ***, This is Autumn, one of the Managers here in Big Fish SupportRyan passed your emails along to meI can definitely take a second look at the Jackpot City table played on November 7thI really want to make sure you are credited correctly and I'm here to helpI have looked through the logs for your accountWhile they do not show that a Jackpot City table was played at 2:PM EST, there were three Jackpot City VIP and Jackpot City High tables played between 3:PM and 5:PMI have looked through each of these tablesThey show several Mini Jackpots but the logs do not show a Colossal Jackpot during that timeThe logs do show that a Colossal Jackpot was won at 11:AMThis credited your account 430,876,chipsCould this have been the jackpot you're referring to? We are more than happy to compensate for any wins that have not credited properly, but without being able to verify this information on our end, we are unable to do soAnytime we know that there has been an issue in our system, we will let our players know and will do everything we can to compensate for said issue, but when it is a spin in question, we do need to research the information on our end and rely on the recorded informationIf you've any other questions or if there's anything else I can help you with, please don't hesitate to reply directly to this emailWarm Regards, Autumnwww.BigFishGames.com In the Pond Monday - Friday Looking at the emails sent afterward, I can see that no additional information was provided that would have assisted the Casino team in doing further research into the matter We are always happy to help a customer 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: This the same response this company has been given in the pastThere customer service is non-excistingThis practice of continuse billing after the account is deleted has been on going for yearsOnly after the Revdex.com complaint is filed do they respondThis is the second time they have done this to me in the last yearThis time for the past 8moat $a month,.Just small enough that it will go under the radar for people not checking their bank account carefullyI am not asking for any refund, I just want not to be billed for something I never ordered in the first placeI will not supply and more data of anykind to this company to try to prove myself Bottom line if you delete the customer's account, then all customer's personal and banking info should be deleted as wellThe only true way I will know if this is behind us again, is next month on my banking statementThen If I am not billed, I will consider this matter closedEven then I would give the strongest warning to other people about Big Fish and their billing practices, which borders on illegal activityAlso I am not ruling out any legal action in court against themI think only the courts will be a deterrent for them from continuing to deceiving customersBig Fish business practices will only change with legal action to stop them in the future I have taking past companies to court in the past and have only then got satisfactionSo after first part of next month will I know if they have fixed this very simple problem, and even then I cannot give a more stearn warning to other consumers to avoid Big Fish all together at all cost
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 meSincerely, [redacted]
We understand that [redacted] contacted the Revdex.com again in regards to accessing her accountWe are happy to assist her with resolving this issue as quickly as possible [redacted] 's account is still accessible and the methods outlined in our previous response would allow her to install and activate any of the games listed on her account The option of creating a new account which we provided would not entail loss of access to her current one, and she would not lose any games that are on this account should she do so In regards to the games that have been mentioned, we have offered to troubleshoot any errors using the method we provided, or replace the games receiving errors We do encourage [redacted] to contact us directly to either troubleshoot any errors she is seeing while downloading games via the method we listed, or to replace the games that are having problems this wayWe are more than happy to help Contact Us http://bigfishgames.custhelp.com/app/ask
Greetings, This is Jon again with Big Fish As mentioned previously, because these games were purchased in and had been working since then until recently, we are only able to issue replacements for these games, which we have done in our response on July 27th, (Incident# [redacted] ) 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 discussWe are more than happy to help Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: It does not state anywhere on the purchasing tab you might be charged taxes, so this was unexpectedIt should be advertised that taxes may be included depending on the state in which you live Sincerely, [redacted] ***
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to XXXXXWe 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 whyI’d be happy to check into this for youI’ve done some research and it appears that the charge totaling $is for a monthly Game Club membershipLooking at the account, it appears that the membership was started on June 6th, with the purchase of Scrabble for $instead of the regular price of $ 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 DealsIn addition, when the $is charged each month 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’ve checked our system and it looks like you were able to cancel your Game Club membership successfully on July 23rd, and have already spoken to your bank regarding that $charge on July 6th, 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 uncheckedYou can also go to the My Game Club page on your accountAt the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offersJust 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: Big Fish Game Club 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 two of her games not workingWe are happy to assist with resolving this issue as quickly as possible Ms [redacted] , My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you I understand that you've contacted us regarding Fear for Sale: Endless Voyage (Incident# [redacted] on Dec22nd, 2015) and Omnious Objects: Trail of Time (Incident# [redacted] - [redacted] on Dec24th, 2015)You mentioned that you were having problems with both games I can see that we replied to both those incidents with general emails, intended quickly respond to as many people as possibleThese emails provide basic steps for the most common issues are customers may experienceThose emails also invite our customers to reply back if they need further assistance Since neither of these games are working properly for you, I'd be more than happy to replace them for youTO that end, I've issued you two replacement codesI have also included two extra codes for you, as apology for any confusion or inconveniencePlease feel free to use the codes provided for any Collector's Edition games offered on our siteHere are your coupon codes: [redacted] (expires June 30th, 2016) [redacted] (expires June 30th, 2016) [redacted] (expires June 30th, 2016) [redacted] (expires June 30th, 2016) If you need more information on how to use a coupon code, I’ve included a link to article below that will help Using A Coupon Code Using A Coupon Code 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 rply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue Contact Us http://bigfishgames.custhelp.com/app/ask
We understand that Ms [redacted] has contacted the Revdex.com in regards to the odds and a refund in the gameWe are happy to assist Ms [redacted] with resolving this issue as quick as possibleMs***, All or our slot spin and table games have the same probability of success or failure, regardless of the player, player level and chip amount, and how long you have been playingWe definitely want you to get the most enjoyment you can while playing Big Fish CasinoThis help article has additional information: OddsI checked on the account in Big Fish Casino, and it looks like the chips and gold earned through the purchases have been spent in-game alreadyBecause they have been used in the game, we are unable to issue a refund for those items While I'm unable to issue a refund in this case, I've gone ahead and added 100,000,chips to your account for youThat took your total from 16,to 100,016, We are always happy to help a customer directlyMs***, 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 through that message or the link below we can quickly work together to on her concerns about the odds and a refundThis 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 Ms [redacted] concerns with the oddsContact UsContact Customer Support
Complaint: [redacted] I am rejecting this response because: You have wrongly charged me for MORE than monthsRefund the full amount of money you stoleSincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms [redacted] - [redacted] has contacted the Revdex.com in regards to an $charge on their Big Fish accountWe are happy to assist with resolving this issue as quick as possible It appears that Ms [redacted] - [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on June 28th, 2016, (Incident# [redacted] - [redacted] )I've included our response below: [redacted] Hello [redacted] , This is Sam in SeattleThank you so much for writing inIt sounds like your Big Fish Game Club membership has been cancelled; it also sounds like a charge for USD was made to your PayPal account on June 25, 2016, when Game Club credits should've been used to purchase Pirate Chronicles Collector's EditionI definitely understand being disappointed by an unexpected charge, so I'll totally look into this right away I was able to locate the purchase of Pirate Chronicles Collector's Edition on June 25, 2016, and I can see the transaction charged your card USD instead of using a Game Club creditI can definitely explain what happened during this purchase It looks like a promotional code, WEEKEND, was applied to Pirate Chronicles Collector's Edition and discounted it to USDGame Club credits are only able to be used for regularly priced games, and are unable to be partially usedOnce a promotional code is applied to a game, the credit is removed from the shopping cart While the Cart always tries to give you the best deal, we definitely understand that sometimes you just want to use a credit, even if a promotion is happeningIn those cases, simply click the x next to the unwanted promotional codeThe code will be removed, and the credit will automatically apply like normal I don't want you to pay the full price for Pirate Chronicles Collector's Edition, so I've gone ahead and refunded the purchaseA refund of USD will show up in your account in about 3-daysI've gone ahead and issued you a coupon code for a Collector's Edition and have included it below [redacted] This coupon is easy to use and expires on June 30, Just select to buy a Collector's Edition and paste or enter the code (exactly as it appears) into the Have a coupon code? box on the shopping cart page, then click the Apply buttonTo copy the code, highlight the code, then hold the Ctrl key while pressing C to copyTo paste, click your mouse where you want the text pasted and then hold the Ctrl key while pressing VFor step by step instructions on using a coupon code, please take a look at the following help article: Using a Coupon Code In case you'd like to purchase Pirate Chronicles Collector's Edition again, I've included a link to the Collector's Edition's page below Pirate Chronicles Collector's Edition Also, if you ever choose to reactivate your Game Club membership, the help article below will guide you through the process Reactivate Big Fish Game Club I hope I was able to provide help today, [redacted] If you have any more questions, please don't hesitate to ask them by replying directly to this emailI will gladly help you in whatever way I canPlease have a lovely day Best, Samwww.BigFishGames.com Swimming in the pond Sunday - Thursday [redacted] We are always happy to help a customer directlyMs [redacted] - [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] - [redacted] ’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: If you do not buy you cannot play for any length of timeEven at a minimum betFrom June to June I purchased $worth of packages and was gifted million from you as well as million in a second chance bonusNone of it lasted more than minutesYou are very cryptic about what your odds areI played long before the new owners took control and I once only needed to make one or two purchases per week and played nearly all day throughout the weekNow the same package which actually now comes with more chips rarely lasts hoursThis app has many wonderful components to it and you have added more since the change but the odds are getting worse and feel you are taking advantageI also received no email from you as stated in your response Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Dear Revdex.com: The above reference dispute which I filed on 8/7/2015, has been resolvedI hereby request that this matter be dismissed Thank you for being their as an independent entity Sincerely, [redacted]
Greetings, This is Jon again with Big Fish It appears that we have addressed all of Ms***'s previous concerns and have nothing further to add We do encourage them 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
Greetings, This is Jon again with Big FishAs we have stated, we no longer offer support via the phoneWe are simply not set up to offer customer support in that fashionWe have also explained that in order to make sure we have the right account, and to verify that it belongs to Ms [redacted] , we need her to provide certain pieces of information We understand that she may have provided that information in the past, but for security reasons, we still require the information asked for in our emails before we can grant accessIf Ms [redacted] could reply to the last email sent (Incident# [redacted] ) we could get this resolved for her.It appears that we have addressed all of Ms [redacted] ' previous concerns and have nothing further to addWe 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
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to access her Big Fish accountWe 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 we responded on Jan25th, 2017, (Incident# [redacted] I've included our response below: [redacted] Hi ***,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 having problems accessing your Big Fish accountI know you wanted to receive a phone call regarding thisCurrently we just simply are not set up to offer phone support like in the pastI would love to help you with that and feel that I can do exactly that with you over emailIn order to get started, I need to first locate your account and ask some security questionsI want to make sure I find the right account for youHere's what I would need:1) First 6/last digits of the card that was recently chargedExample: 56XX XXXX 78902) 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 addressIt's okay if you don't have all this information, just provide as much as you canOnce I have this information, I can start working towards getting this matter resolved, so you can play your gamesI look forward to hearing from youJonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:- 5:PST [redacted] In a later email, we explained that we had been directed by Tony D [redacted] to go ahead with helping Ms [redacted] via email, since this is just a matter finding Ms [redacted] ' account and resetting the passwordSince the account in question is not under the address that we were contacted with, we need the information asked for in order to locate the account and verify that it belongs to Ms [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] ’ concerns with this issueContact Us https://www.bigfishgames.com/help/?rn=ask
Revdex.com: I was reimbursed for the charges from the last yearThank you for your help.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Big Fish Recent Revdex.com Correspondence We understand that [redacted] has contacted the Revdex.com in regards to a purchase for our Free to Play game, Midnight CastleWe 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 Jan16th, (Incident# [redacted] )I've included our response below: [redacted] Thank you for sending that alongI do see that order in our servers and it looks like I'm not seeing the original ID sent from under that addressI do apologize for any inconvenience that this may causeTo help recover your game, we've gone ahead and added a generic level progress into your game for you.While this may not be your exact game, I do hope that it gets you about to where you wereTo help make up for the trouble, I've also refunded that $for youYou should see that return to your account in 3-business days depending on your financial institution.I hope that this totally helped you out! We are always happy to help a customer directly [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any 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
We understand that Mr [redacted] has contacted the Revdex.com in regards to ongoing subscription chargesWe are happy to assist him with resolving this issue as quickly as possibleMr***, 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 from the “Big Fish Game Club Trial” checkbox on the shopping cart pageIt looks like this membership has been active since it was initially started, which is why you're seeing those chargesThe Game Club is an optional subscription service we offer that helps members get discounts on gamesSince 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 serviceI’ve also gone ahead and issued a refund for the last months of charges to this account, and that refund of $will appear in about 3-daysEven though the membership is canceled, you still have access to your account and all the games on itWe are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account or game related questions at any timeThe 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 emailContact Us https://bigfishgames.zendesk.com/hc/en-us/articles/ [redacted]
Hello,This is [redacted] again with Big FishAs noted in our previous response, we have addressed all concerns and do not have anything further to add regarding the jackpotI can see that our Support Team has reached out to you via Incident # [redacted] and I have copied our latest response below for referencePlease 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 spinsFate's Fortune - ringsIn reviewing your logs on May 9th at exactly 3:PM PST, you had a total chip count of 41,118,572, and your bets were set to lines at 24,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 awardedNext, 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 imagesOur 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 Contact Ushttp://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms [redacted] has contacted the Revdex.com in regards to a missing jackpot on her Big Fish Casino accountWe 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 originally responded on November 13, , (Incident# [redacted] )I can see that you were escalated to a Lead for the Casino team, as requested, and that she researched the issueI've included her response below: Hi ***, This is Autumn, one of the Managers here in Big Fish SupportRyan passed your emails along to meI can definitely take a second look at the Jackpot City table played on November 7thI really want to make sure you are credited correctly and I'm here to helpI have looked through the logs for your accountWhile they do not show that a Jackpot City table was played at 2:PM EST, there were three Jackpot City VIP and Jackpot City High tables played between 3:PM and 5:PMI have looked through each of these tablesThey show several Mini Jackpots but the logs do not show a Colossal Jackpot during that timeThe logs do show that a Colossal Jackpot was won at 11:AMThis credited your account 430,876,chipsCould this have been the jackpot you're referring to? We are more than happy to compensate for any wins that have not credited properly, but without being able to verify this information on our end, we are unable to do soAnytime we know that there has been an issue in our system, we will let our players know and will do everything we can to compensate for said issue, but when it is a spin in question, we do need to research the information on our end and rely on the recorded informationIf you've any other questions or if there's anything else I can help you with, please don't hesitate to reply directly to this emailWarm Regards, Autumnwww.BigFishGames.com In the Pond Monday - Friday Looking at the emails sent afterward, I can see that no additional information was provided that would have assisted the Casino team in doing further research into the matter We are always happy to help a customer 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: This the same response this company has been given in the pastThere customer service is non-excistingThis practice of continuse billing after the account is deleted has been on going for yearsOnly after the Revdex.com complaint is filed do they respondThis is the second time they have done this to me in the last yearThis time for the past 8moat $a month,.Just small enough that it will go under the radar for people not checking their bank account carefullyI am not asking for any refund, I just want not to be billed for something I never ordered in the first placeI will not supply and more data of anykind to this company to try to prove myself Bottom line if you delete the customer's account, then all customer's personal and banking info should be deleted as wellThe only true way I will know if this is behind us again, is next month on my banking statementThen If I am not billed, I will consider this matter closedEven then I would give the strongest warning to other people about Big Fish and their billing practices, which borders on illegal activityAlso I am not ruling out any legal action in court against themI think only the courts will be a deterrent for them from continuing to deceiving customersBig Fish business practices will only change with legal action to stop them in the future I have taking past companies to court in the past and have only then got satisfactionSo after first part of next month will I know if they have fixed this very simple problem, and even then I cannot give a more stearn warning to other consumers to avoid Big Fish all together at all cost
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 meSincerely, [redacted]
We understand that [redacted] contacted the Revdex.com again in regards to accessing her accountWe are happy to assist her with resolving this issue as quickly as possible [redacted] 's account is still accessible and the methods outlined in our previous response would allow her to install and activate any of the games listed on her account The option of creating a new account which we provided would not entail loss of access to her current one, and she would not lose any games that are on this account should she do so In regards to the games that have been mentioned, we have offered to troubleshoot any errors using the method we provided, or replace the games receiving errors We do encourage [redacted] to contact us directly to either troubleshoot any errors she is seeing while downloading games via the method we listed, or to replace the games that are having problems this wayWe are more than happy to help Contact Us http://bigfishgames.custhelp.com/app/ask
Greetings, This is Jon again with Big Fish As mentioned previously, because these games were purchased in and had been working since then until recently, we are only able to issue replacements for these games, which we have done in our response on July 27th, (Incident# [redacted] ) 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 discussWe are more than happy to help Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: It does not state anywhere on the purchasing tab you might be charged taxes, so this was unexpectedIt should be advertised that taxes may be included depending on the state in which you live Sincerely, [redacted] ***
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to XXXXXWe 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 whyI’d be happy to check into this for youI’ve done some research and it appears that the charge totaling $is for a monthly Game Club membershipLooking at the account, it appears that the membership was started on June 6th, with the purchase of Scrabble for $instead of the regular price of $ 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 DealsIn addition, when the $is charged each month 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’ve checked our system and it looks like you were able to cancel your Game Club membership successfully on July 23rd, and have already spoken to your bank regarding that $charge on July 6th, 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 uncheckedYou can also go to the My Game Club page on your accountAt the bottom of that page, below the Big Fish Game Club Account Activity, you will see in bold letters the word Game Club promo offersJust 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: Big Fish Game Club 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 two of her games not workingWe are happy to assist with resolving this issue as quickly as possible Ms [redacted] , My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you I understand that you've contacted us regarding Fear for Sale: Endless Voyage (Incident# [redacted] on Dec22nd, 2015) and Omnious Objects: Trail of Time (Incident# [redacted] - [redacted] on Dec24th, 2015)You mentioned that you were having problems with both games I can see that we replied to both those incidents with general emails, intended quickly respond to as many people as possibleThese emails provide basic steps for the most common issues are customers may experienceThose emails also invite our customers to reply back if they need further assistance Since neither of these games are working properly for you, I'd be more than happy to replace them for youTO that end, I've issued you two replacement codesI have also included two extra codes for you, as apology for any confusion or inconveniencePlease feel free to use the codes provided for any Collector's Edition games offered on our siteHere are your coupon codes: [redacted] (expires June 30th, 2016) [redacted] (expires June 30th, 2016) [redacted] (expires June 30th, 2016) [redacted] (expires June 30th, 2016) If you need more information on how to use a coupon code, I’ve included a link to article below that will help Using A Coupon Code Using A Coupon Code 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 rply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue Contact Us http://bigfishgames.custhelp.com/app/ask
We understand that Ms [redacted] has contacted the Revdex.com in regards to the odds and a refund in the gameWe are happy to assist Ms [redacted] with resolving this issue as quick as possibleMs***, All or our slot spin and table games have the same probability of success or failure, regardless of the player, player level and chip amount, and how long you have been playingWe definitely want you to get the most enjoyment you can while playing Big Fish CasinoThis help article has additional information: OddsI checked on the account in Big Fish Casino, and it looks like the chips and gold earned through the purchases have been spent in-game alreadyBecause they have been used in the game, we are unable to issue a refund for those items While I'm unable to issue a refund in this case, I've gone ahead and added 100,000,chips to your account for youThat took your total from 16,to 100,016, We are always happy to help a customer directlyMs***, 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 through that message or the link below we can quickly work together to on her concerns about the odds and a refundThis 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 Ms [redacted] concerns with the oddsContact UsContact Customer Support
Complaint: [redacted] I am rejecting this response because: You have wrongly charged me for MORE than monthsRefund the full amount of money you stoleSincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms [redacted] - [redacted] has contacted the Revdex.com in regards to an $charge on their Big Fish accountWe are happy to assist with resolving this issue as quick as possible It appears that Ms [redacted] - [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on June 28th, 2016, (Incident# [redacted] - [redacted] )I've included our response below: [redacted] Hello [redacted] , This is Sam in SeattleThank you so much for writing inIt sounds like your Big Fish Game Club membership has been cancelled; it also sounds like a charge for USD was made to your PayPal account on June 25, 2016, when Game Club credits should've been used to purchase Pirate Chronicles Collector's EditionI definitely understand being disappointed by an unexpected charge, so I'll totally look into this right away I was able to locate the purchase of Pirate Chronicles Collector's Edition on June 25, 2016, and I can see the transaction charged your card USD instead of using a Game Club creditI can definitely explain what happened during this purchase It looks like a promotional code, WEEKEND, was applied to Pirate Chronicles Collector's Edition and discounted it to USDGame Club credits are only able to be used for regularly priced games, and are unable to be partially usedOnce a promotional code is applied to a game, the credit is removed from the shopping cart While the Cart always tries to give you the best deal, we definitely understand that sometimes you just want to use a credit, even if a promotion is happeningIn those cases, simply click the x next to the unwanted promotional codeThe code will be removed, and the credit will automatically apply like normal I don't want you to pay the full price for Pirate Chronicles Collector's Edition, so I've gone ahead and refunded the purchaseA refund of USD will show up in your account in about 3-daysI've gone ahead and issued you a coupon code for a Collector's Edition and have included it below [redacted] This coupon is easy to use and expires on June 30, Just select to buy a Collector's Edition and paste or enter the code (exactly as it appears) into the Have a coupon code? box on the shopping cart page, then click the Apply buttonTo copy the code, highlight the code, then hold the Ctrl key while pressing C to copyTo paste, click your mouse where you want the text pasted and then hold the Ctrl key while pressing VFor step by step instructions on using a coupon code, please take a look at the following help article: Using a Coupon Code In case you'd like to purchase Pirate Chronicles Collector's Edition again, I've included a link to the Collector's Edition's page below Pirate Chronicles Collector's Edition Also, if you ever choose to reactivate your Game Club membership, the help article below will guide you through the process Reactivate Big Fish Game Club I hope I was able to provide help today, [redacted] If you have any more questions, please don't hesitate to ask them by replying directly to this emailI will gladly help you in whatever way I canPlease have a lovely day Best, Samwww.BigFishGames.com Swimming in the pond Sunday - Thursday [redacted] We are always happy to help a customer directlyMs [redacted] - [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] - [redacted] ’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: If you do not buy you cannot play for any length of timeEven at a minimum betFrom June to June I purchased $worth of packages and was gifted million from you as well as million in a second chance bonusNone of it lasted more than minutesYou are very cryptic about what your odds areI played long before the new owners took control and I once only needed to make one or two purchases per week and played nearly all day throughout the weekNow the same package which actually now comes with more chips rarely lasts hoursThis app has many wonderful components to it and you have added more since the change but the odds are getting worse and feel you are taking advantageI also received no email from you as stated in your response Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Dear Revdex.com: The above reference dispute which I filed on 8/7/2015, has been resolvedI hereby request that this matter be dismissed Thank you for being their as an independent entity Sincerely, [redacted]
Greetings, This is Jon again with Big Fish It appears that we have addressed all of Ms***'s previous concerns and have nothing further to add We do encourage them 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
Greetings, This is Jon again with Big FishAs we have stated, we no longer offer support via the phoneWe are simply not set up to offer customer support in that fashionWe have also explained that in order to make sure we have the right account, and to verify that it belongs to Ms [redacted] , we need her to provide certain pieces of information We understand that she may have provided that information in the past, but for security reasons, we still require the information asked for in our emails before we can grant accessIf Ms [redacted] could reply to the last email sent (Incident# [redacted] ) we could get this resolved for her.It appears that we have addressed all of Ms [redacted] ' previous concerns and have nothing further to addWe 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