Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to technical issues with their 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 Aug31st, (Incident# [redacted] )I've included our response below: [redacted] Hello ***,This is Sam in SeattleThank you so much for writing inIt sounds like a number of games, including Big City Adventure: Rio de Janeiro and I Spy Fantasy, are having display issues that prevent them from being playedI certainly understand wanting to resolve this as quickly as possible, so I'll definitely provide some help right away.I’ll need to gather some information using DrFelix, our Big Fish Games diagnostic toolWith the help of DrFelix, I’ll be able to review your current configuration and see if any updates are necessaryTo get started, click the link below and follow the steps: [redacted] ">Click here to download DrFelixSelect Run or Save File to download the DrFelix file to your desktop.Next, open the DrFelixBigFish fileOnce you’ve agreed to the terms, DrFelix will start gathering information.When DrFelix is finished, click the Close buttonA yellow .zip file, named DrFelixResults will save to your desktop.Reply to this message and include the yellow .zip file ('DrFelixResults') as an attachmentFor instructions on how to attach a file to an email, please see the following help article:Attach a File to Your Email It'd also be helpful to have some more information that will help me pinpoint the cause of the problemPlease reply with the following information:When exactly did the error or problem occur? If you received an error message, what does it say? Any recent changes to your system (anti-virus update, new hardware ) ? You can send me this information by replying directly to this emailPlease don't hesitate to include any additional questions you haveI'll be waiting here to help you in anyway I can! I hope this email finds you well, and please 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] , 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 [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our recent Jackpot Rush TournamentWe are happy to assist with resolving this issue as quickly as possible Ms***, My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you We became aware of several issues with the Jackpot Rush tournament that caused us to end itToo many players had been let into the tournament and because everyone's status was showing a 1st place winDue to these issues, we ended the tournament I apologize for any confusion regarding this matter, and can see that we've already credited your account 800, coinsWe are currently working on this issue with the tournaments and no more hour tournaments will be scheduled until we are able to correct the issues I can also see that you were having problems with Friend InvitationsWe have confirmed that this issue has been fixedYou should be able to use this feature without incident 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 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 issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems with installing Zuma DeluxeWe are happy to assist with resolving this issue as quickly as possible Ms [redacted] , My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you I understand that you recently purchased a game but have been unable to find it on your Big Fish account's Purchase HistoryI can help you with this After doing some research, I believe I've found out what was causing the problems you were having getting Zuma Deluxe installedIt appears that the game was actually purchased on an account with a typo in itI've gone ahead an issue you a coupon code so you can get the game on your [redacted] @aol.com accountYour coupon code is: [redacted] Zuma Deluxe Using a coupon code is easySelect to buy a game and once you’re on the shopping cart page, paste the coupon code under the question “Have a coupon code?” If you need more information on how to use a Coupon Code, I’ve included a link to article below that will help Using A Coupon Code The account that I found Zuma Deluxe on did have an active Big Fish Game Club membership on itSince this membership was on a different account, I've gone ahead with canceling it as of May 16th, There will be no charges for this service If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is 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 memberFor more information about Big Fish Game Club and the included benefits, please see the following help article: Big Fish Game Club 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
We understand that Ms [redacted] has contacted the Revdex.com in regards to a ban on her Big Fish Casino accountWe are happy to assist her with resolving this issue as quickly as possibleMs [redacted] ,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] )I've pasted our correspondence below for your convenience:=====================================I understand that you've encountered some issues when trying to sign into your Big Fish accountIt looks like our system may have blocked access after seeing some new activity on the account that didn't make sense When Big Fish accounts are blocked, it's usually due to some activity that is against our Terms of Use that has triggered a flag in our systemCreating multiple accounts is against our Terms of Use, which is why the system banned your accountYou can review our full Terms of Use here: Big Fish Terms of Use We only support one account per person, and if additional accounts are created in the future, it may result in a permanent ban of the accountsDue to the nature of this activity, the account (FC: [redacted] ) will remain bannedThis decision is final, and we have nothing further to add regarding your accountFurther emails regarding the ban will not be addressed.=====================================We are always happy to help a customer directly In the future the best way to reach us is through our Contact Us Page linked belowThank you.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Complaint: [redacted] I am rejecting this response because: they still have yet to payback any lost tokens for over hrs of play plus any compensation of tokens for the glitch showing was winnerSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Michael has been helpful in restoring the profile. I appreciate that. However, some loss of gems/rewards had occurred which is un-resolved. I have sent a follow up email to support that shows the root problem is still occurring. Often, when completing dungeons or opening chest the game will 'hang' and the item not credited to the profile. I sent an email to support with a screen shot and summary of what happened. Since both sides are trying to resolve this in good faith. I'd like to propose a settlement. - You've restored my profile. Thank you - Some reward/loot synch problem was on-going and still happening. - Send me some random evo's and hero tokens (to make up for the data synch ongoing issue) - I'll close the BBB case as accepted and live with any future synch issues. - [redacted] Sincerely, [redacted]
We understand that Ms [redacted] has contacted the Revdex.com in regards to a game that isn’t opening properlyWe are happy to assist Ms [redacted] with resolving this issue as quick as possible Ms [redacted] , we understand that the game Solitaire Cruise hasn’t been opening properly on your computer, even after uninstalling and reinstalling itIt also sounds like you contacted us through our website, but haven’t yet received a reply Our Customer Support Team works to get back to customers within hours, however, due to the recent number of emails they’ve received, that response time is currently longer than usualWe want to sincerely apologize for any inconvenience this may have caused, and we certainly want you to be able to get a game that’s playing properly We’re sorry that it’s sounding like this game doesn’t want to work on your computer at this timeWe don’t want you to be stuck with a game that isn’t working, and so we’ve issued you a coupon code that can be used to get a different game for free This coupon code can be used to get a different full-priced standard version game on our siteWe’ve emailed you directly from our Customer Support email system with a copy of this coupon code, as well as instructions for using it 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 that Contact Us Page that we’ve linked below If you reply through that message we sent through our email system, or the link below, we can quickly work together to make sure this matter is addressedThis will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact We hope that we have resolved Ms [redacted] ’s concerns with this information and the coupon code we’ve sent via email
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This is the dumbest response I have ever seenALL I WANT IS TO TALK TO A PERSON ON THE PHONE TO GET THIS FIXED Is this so hard for you to under stand??? I gave you the old e-mail address as [redacted] @gmail.com and the number to my cardThe same card I have had for yearsYou say it is not in your recordsThen you have deleted my records from years agoI spoke with a person a few years ago there and we got it fixed from my old email to the new one which was [redacted] @gmail.comNow I have a different one which I have had for a couple of years nowIt would be SOOOOO much easier if you would let people call on the phone for help, like the company used to do My question isWhy in the world would your company put a long time customer who has had strokes since to have to deal with all this? It's going on weeks now dealing with a company who obviously has no compassion for others I just don't get it You keep sending the same prefab questions over and over and over asking the same thing every timeI gave you the info you asked for, you tell me it's wrong, It is the only info I have, so I don't know what the heck else you want from me I gave the person the same things years ago when he asked for it on the phone, He had no problem, so why do you? This is unbelievable Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems with your gamesWe are happy to assist with resolving this issue as quick as possible It appears that Ms [redacted] has already contacted us directly through our website about this issue After doing some research, it appears that we responded on June 14th, 2016, (Incident# [redacted] )I've included our response below: Hi, ***, This is Leslie in SeattleIt sounds like the newest version of the Big Fish Games app (Game Manager) is giving the error codes and I completely understand wanting to have access to your newest games, and I'm going to do all I can to resolve this quickly Let me start by apologizing for the wait in response to your original questionWe've been catching up after an unexpected influx of emails, and are currently running behind our 24-hour response timeThanks so much for your patience It sounds like the app is having a hard time accessing your Purchase HistoryPlease sign out of the app completely and sign back in Also, in some cases, Windows may automatically block an installationTo address this, I'd suggest running the installation as an administrator, which will help get around that blockHere's how to do this through Internet Explorer: When you select the file to download, you will be prompted to Run or SaveChoose Save.Once the Download has completed, select Open FolderRight-click on the game's file and select Run as Administrator Please let me know if this helps by replying directly to this emailI really want to help get this working for you All the best, Lesliewww.BigFishGames.comSinging in the pond Tuesday – Saturday We are always happy to help a customer 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***' concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: its not a solution and the inquiry I put in to them, it's a bandaid to their actual problemSincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to closing their 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 issueAfter doing some research, it appears that we responded on Sept14th, (Incident# [redacted] )I've included our response below: [redacted] Hello [redacted] ,This is Rebecca in SeattleThank you for writing in todayI apologize for the delay in reply due to currently being behind our response timeI understand you'd like to completely deactivate your account with Big Fish GamesI can definitely take a look into that and do everything I can to assist.It sounds like losing access to the games you've purchased isn't a concern, so we've gone ahead and closed the [redacted] @yahoo.com account in our system.I hope I was able to help you with this todayPlease let me know if you have any other questions or concerns by replying directly to this email.Regards,Rebeccawww.BigFishGames.comSplashing around the pond Sunday-Thursday [redacted] We are always happy to help a customer 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
Big Fish Recent BBB Correspondence We understand that Ms. [redacted] has contacted the BBB in regards to a recent purchase and accessing her account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly... through our website about this issue. After doing some research, it appears that we responded on Jan. 5th, 2017, (Incident# [redacted] ). I've included our response below: [redacted] Hi [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. You mentioned not receiving the gems purchased on Dec. 13th, 2016 (Order# [redacted] ). I would love to refund that purchase for you, however it appears that your bank has already charged that back on Dec. 17th, 2016. I also understand that you've encountered some issues when trying to sign into your Big Fish account. It looks like our system may have blocked access after seeing some new activity on the account that didn't make sense. Looking at the account, it appears that the purchase that was recently chargedback might be the cause. Banks usually only do chargebacks when a purchase is fraudulent or unauthorized. As we take fraud claims very seriously, when a chargeback is processed as fraud we immediately lock the account as it often indicates that the account in question is no longer under the control of the true account holder/cardholder. I've gone ahead with having the account unblocked. You should be able to access your account now without issue. In the future, if you have any questions regarding your account or charges from Big Fish, please feel free to contact us directly. We're more than happy to help answer any questions.JonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST [redacted] We are always happy to help a customer directly. Ms. [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this BBB contact. We hope that we have addressed Ms. [redacted] ’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings, This is [redacted] again with Big Fish. Ms. [redacted] 's account was banned for violating our Terms of Use. I've included a link below for Ms. [redacted] to review:<as-html><a href="http://www.bigfishgames.com/company/terms.html">Big Fish Terms of Use</a></as-html>It appears that we have addressed all of Ms. [redacted] 's previous concerns and have nothing further to add. We do encourage them to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that [redacted] has contacted the Revdex.com in regards to access to her Big Fish accountWe are happy to assist her/him with resolving this issue as quickly as possible [redacted] , I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] )I've included a consolidated summary of the solutions we have for you below: ===================================== Due to errors with the Purchase History, reinstallation steps will not work, however, your account is still active and you still are able to install gamesThe best way to do this is to install the games via their trials in the Big Fish Games app To activate games this way, we can use these steps: Open the Big Fish Games app Make sure you are signed into the same account in the app where you purchased the full version of the gameIf you're not, please click on Sign Out at the top and then click on Sign In again Click on Buy next to the game you're trying to activate (Don't worry, this won't repurchase the game) The app should then detect that you've already purchased the game Select Activate Now The game should now be activated to the full version There are a number of games that cannot be installed via this method due to be removed from the siteFor these, we have offered replacement coupons to redeem new games If you would prefer to keep these games, then as a workaround, you will be able to install the old version of our Game Manager to complete the installation of these games from your Purchase History: Press the buttons "Home (Windows symbol)"+ "x" on your keyboard, or hover over the bottom left corner of the screen and Right-click Click on "Programs and Features" in that menu Find the “Big Fish Games: Game Manager” and click Uninstall to remove the program/game from your system Install the older version from: [redacted] These games will receive activation errors when installing this wayHowever, once installed, you will be able to reinstall the new version of the Big Fish Games app to fully complete the activation process: [redacted] As a secondary option, we can also create a new account on our website to purchase and activate new games Your old account will still be there and the games you have would still be will be playable and could be reinstalled via the methods outlined aboveFor new games though, a new account should allow you to get them activated and you'd be able to access its purchase history normally For this, we will also be more than happy to get a good number of the games that we can transferred to your new account for this if you would like to go with this option for moving forward ===================================== We are always happy to help a customer directly [redacted] you are always welcome to contact Big Fish Games for any account or game related questions at any 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 system If you reply through that message or the link below we can quickly work together This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact Contact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems with her gamesWe are happy to assist with resolving this issue as quickly as possible Ms***, My name is ***, 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 First, I apologize for any delay in a responseI've checked our system, and for whatever reason, I was unable to find any emails from the [redacted] addressI'm not saying that you didn't send any, just that they never made it into our systemIs it possible that you sent them from a different email address? I understand that you've been getting an access violation with Hidden Object Crosswords and Riddles of Fate: Memento More Collector's EditionI can help you with this First, let's touch base on what an Access Violation isAn Access Violation is a non specific error that can result in incompatibility between your system and a particular gameEssentially, the game and some other process running on the computer are both trying to access the same point of memory at the same time, preventing either of them from accessing itIt's like watching two people trying to go through a narrow door at the same time, they both just get stuck and nothing happensThis problem is often linked to video card and graphics issuesIt may be necessary to update your video card drivers and your version of Direct XThe instructions for that process can be found here: Access Violation [redacted] It’s also possible that this error is the result of an interfering antivirus programSome programs will prevent users from accessing particular gamesIf this is the case, then we highly encourage you to contact your program’s support department for further assistance If you like, we can either troubleshoot this issue to see if we can get those games working for you, or I can issue you a refund for that purchaseI have emailed you directly through our Customer Support email systemJust reply directly to that e-mail, and I'll be able to work with you personally to get this matter resolved in the quickest way possible 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 belowYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue Contact Us [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
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to an unwanted Big Fish Game Club membershipWe are happy to assist with resolving this issue as quickly as possible Ms***, My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you I’ve done some research and I can confirm that the charge totaling $is for a monthly Game Club membershipI want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involvedLooking at your account, I can see that the membership was started on July 12th, with the purchase of Sally's Salon for $instead of the regular price of $ In the cart, there would have been a option for the Game Club membership with a check boxIf that option is selected, it then asks that the customer look at the Big Fish Games Terms of Service and click 'I agree' before the purchase can even continueOnce a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club"This email not only provides details about the membership, but also includes the billing date and how to cancel the membership I understand that it was not necessarily your intent to have this membership, and can confirm that you've accessed the account and have canceled the membership as of Jan21st, Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club creditsI can see that you've already used all but one of the credits on the accountIf you need more information on how to use a Game Club credit, I’ve included a link to article below that will help Using Game Club Credits> 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 As mentioned before, of the Game Club credits have already been redeemed for gamesSince they have already been redeemed, I'm only able to refund one of those membership chargesI'd be happy to issue this refund of $for you, however if I do, it will remove that remaining Game Club credit from your accountJust let me know if you want me issue that refund or not 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 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***’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: there is another email address attached to my game that wasn't there before I started dealing with your customer service center MY COMPLAINT WERE NEVER RESOLVED MY RESOurcEs AND TOOLS NEVER RETURNED TO ME AND UNTIL THEY ARE I Will not accept Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to technical issues with their 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 Aug31st, (Incident# [redacted] )I've included our response below: [redacted] Hello ***,This is Sam in SeattleThank you so much for writing inIt sounds like a number of games, including Big City Adventure: Rio de Janeiro and I Spy Fantasy, are having display issues that prevent them from being playedI certainly understand wanting to resolve this as quickly as possible, so I'll definitely provide some help right away.I’ll need to gather some information using DrFelix, our Big Fish Games diagnostic toolWith the help of DrFelix, I’ll be able to review your current configuration and see if any updates are necessaryTo get started, click the link below and follow the steps: [redacted] ">Click here to download DrFelixSelect Run or Save File to download the DrFelix file to your desktop.Next, open the DrFelixBigFish fileOnce you’ve agreed to the terms, DrFelix will start gathering information.When DrFelix is finished, click the Close buttonA yellow .zip file, named DrFelixResults will save to your desktop.Reply to this message and include the yellow .zip file ('DrFelixResults') as an attachmentFor instructions on how to attach a file to an email, please see the following help article:Attach a File to Your Email It'd also be helpful to have some more information that will help me pinpoint the cause of the problemPlease reply with the following information:When exactly did the error or problem occur? If you received an error message, what does it say? Any recent changes to your system (anti-virus update, new hardware ) ? You can send me this information by replying directly to this emailPlease don't hesitate to include any additional questions you haveI'll be waiting here to help you in anyway I can! I hope this email finds you well, and please 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] , 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 [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our recent Jackpot Rush TournamentWe are happy to assist with resolving this issue as quickly as possible Ms***, My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you We became aware of several issues with the Jackpot Rush tournament that caused us to end itToo many players had been let into the tournament and because everyone's status was showing a 1st place winDue to these issues, we ended the tournament I apologize for any confusion regarding this matter, and can see that we've already credited your account 800, coinsWe are currently working on this issue with the tournaments and no more hour tournaments will be scheduled until we are able to correct the issues I can also see that you were having problems with Friend InvitationsWe have confirmed that this issue has been fixedYou should be able to use this feature without incident 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 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 issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems with installing Zuma DeluxeWe are happy to assist with resolving this issue as quickly as possible Ms [redacted] , My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you I understand that you recently purchased a game but have been unable to find it on your Big Fish account's Purchase HistoryI can help you with this After doing some research, I believe I've found out what was causing the problems you were having getting Zuma Deluxe installedIt appears that the game was actually purchased on an account with a typo in itI've gone ahead an issue you a coupon code so you can get the game on your [redacted] @aol.com accountYour coupon code is: [redacted] Zuma Deluxe Using a coupon code is easySelect to buy a game and once you’re on the shopping cart page, paste the coupon code under the question “Have a coupon code?” If you need more information on how to use a Coupon Code, I’ve included a link to article below that will help Using A Coupon Code The account that I found Zuma Deluxe on did have an active Big Fish Game Club membership on itSince this membership was on a different account, I've gone ahead with canceling it as of May 16th, There will be no charges for this service If you want to get games without becoming a member, simply check your cart the time you’re purchasing a game and make sure that the check box next to the offer to Reactivate is 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 memberFor more information about Big Fish Game Club and the included benefits, please see the following help article: Big Fish Game Club 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
We understand that Ms [redacted] has contacted the Revdex.com in regards to a ban on her Big Fish Casino accountWe are happy to assist her with resolving this issue as quickly as possibleMs [redacted] ,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] )I've pasted our correspondence below for your convenience:=====================================I understand that you've encountered some issues when trying to sign into your Big Fish accountIt looks like our system may have blocked access after seeing some new activity on the account that didn't make sense When Big Fish accounts are blocked, it's usually due to some activity that is against our Terms of Use that has triggered a flag in our systemCreating multiple accounts is against our Terms of Use, which is why the system banned your accountYou can review our full Terms of Use here: Big Fish Terms of Use We only support one account per person, and if additional accounts are created in the future, it may result in a permanent ban of the accountsDue to the nature of this activity, the account (FC: [redacted] ) will remain bannedThis decision is final, and we have nothing further to add regarding your accountFurther emails regarding the ban will not be addressed.=====================================We are always happy to help a customer directly In the future the best way to reach us is through our Contact Us Page linked belowThank you.Contact Ushttp://bigfishgames.custhelp.com/app/ask
Complaint: [redacted] I am rejecting this response because: they still have yet to payback any lost tokens for over hrs of play plus any compensation of tokens for the glitch showing was winnerSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Michael has been helpful in restoring the profile. I appreciate that. However, some loss of gems/rewards had occurred which is un-resolved. I have sent a follow up email to support that shows the root problem is still occurring. Often, when completing dungeons or opening chest the game will 'hang' and the item not credited to the profile. I sent an email to support with a screen shot and summary of what happened. Since both sides are trying to resolve this in good faith. I'd like to propose a settlement. - You've restored my profile. Thank you - Some reward/loot synch problem was on-going and still happening. - Send me some random evo's and hero tokens (to make up for the data synch ongoing issue) - I'll close the BBB case as accepted and live with any future synch issues. - [redacted] Sincerely, [redacted]
We understand that Ms [redacted] has contacted the Revdex.com in regards to a game that isn’t opening properlyWe are happy to assist Ms [redacted] with resolving this issue as quick as possible Ms [redacted] , we understand that the game Solitaire Cruise hasn’t been opening properly on your computer, even after uninstalling and reinstalling itIt also sounds like you contacted us through our website, but haven’t yet received a reply Our Customer Support Team works to get back to customers within hours, however, due to the recent number of emails they’ve received, that response time is currently longer than usualWe want to sincerely apologize for any inconvenience this may have caused, and we certainly want you to be able to get a game that’s playing properly We’re sorry that it’s sounding like this game doesn’t want to work on your computer at this timeWe don’t want you to be stuck with a game that isn’t working, and so we’ve issued you a coupon code that can be used to get a different game for free This coupon code can be used to get a different full-priced standard version game on our siteWe’ve emailed you directly from our Customer Support email system with a copy of this coupon code, as well as instructions for using it 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 that Contact Us Page that we’ve linked below If you reply through that message we sent through our email system, or the link below, we can quickly work together to make sure this matter is addressedThis will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact We hope that we have resolved Ms [redacted] ’s concerns with this information and the coupon code we’ve sent via email
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: This is the dumbest response I have ever seenALL I WANT IS TO TALK TO A PERSON ON THE PHONE TO GET THIS FIXED Is this so hard for you to under stand??? I gave you the old e-mail address as [redacted] @gmail.com and the number to my cardThe same card I have had for yearsYou say it is not in your recordsThen you have deleted my records from years agoI spoke with a person a few years ago there and we got it fixed from my old email to the new one which was [redacted] @gmail.comNow I have a different one which I have had for a couple of years nowIt would be SOOOOO much easier if you would let people call on the phone for help, like the company used to do My question isWhy in the world would your company put a long time customer who has had strokes since to have to deal with all this? It's going on weeks now dealing with a company who obviously has no compassion for others I just don't get it You keep sending the same prefab questions over and over and over asking the same thing every timeI gave you the info you asked for, you tell me it's wrong, It is the only info I have, so I don't know what the heck else you want from me I gave the person the same things years ago when he asked for it on the phone, He had no problem, so why do you? This is unbelievable Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems with your gamesWe are happy to assist with resolving this issue as quick as possible It appears that Ms [redacted] has already contacted us directly through our website about this issue After doing some research, it appears that we responded on June 14th, 2016, (Incident# [redacted] )I've included our response below: Hi, ***, This is Leslie in SeattleIt sounds like the newest version of the Big Fish Games app (Game Manager) is giving the error codes and I completely understand wanting to have access to your newest games, and I'm going to do all I can to resolve this quickly Let me start by apologizing for the wait in response to your original questionWe've been catching up after an unexpected influx of emails, and are currently running behind our 24-hour response timeThanks so much for your patience It sounds like the app is having a hard time accessing your Purchase HistoryPlease sign out of the app completely and sign back in Also, in some cases, Windows may automatically block an installationTo address this, I'd suggest running the installation as an administrator, which will help get around that blockHere's how to do this through Internet Explorer: When you select the file to download, you will be prompted to Run or SaveChoose Save.Once the Download has completed, select Open FolderRight-click on the game's file and select Run as Administrator Please let me know if this helps by replying directly to this emailI really want to help get this working for you All the best, Lesliewww.BigFishGames.comSinging in the pond Tuesday – Saturday We are always happy to help a customer 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***' concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: its not a solution and the inquiry I put in to them, it's a bandaid to their actual problemSincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to closing their 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 issueAfter doing some research, it appears that we responded on Sept14th, (Incident# [redacted] )I've included our response below: [redacted] Hello [redacted] ,This is Rebecca in SeattleThank you for writing in todayI apologize for the delay in reply due to currently being behind our response timeI understand you'd like to completely deactivate your account with Big Fish GamesI can definitely take a look into that and do everything I can to assist.It sounds like losing access to the games you've purchased isn't a concern, so we've gone ahead and closed the [redacted] @yahoo.com account in our system.I hope I was able to help you with this todayPlease let me know if you have any other questions or concerns by replying directly to this email.Regards,Rebeccawww.BigFishGames.comSplashing around the pond Sunday-Thursday [redacted] We are always happy to help a customer 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
Big Fish Recent BBB Correspondence We understand that Ms. [redacted] has contacted the BBB in regards to a recent purchase and accessing her account. We are happy to assist with resolving this issue as quick as possible. It appears that Ms. [redacted] has already contacted us directly... through our website about this issue. After doing some research, it appears that we responded on Jan. 5th, 2017, (Incident# [redacted] ). I've included our response below: [redacted] Hi [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. You mentioned not receiving the gems purchased on Dec. 13th, 2016 (Order# [redacted] ). I would love to refund that purchase for you, however it appears that your bank has already charged that back on Dec. 17th, 2016. I also understand that you've encountered some issues when trying to sign into your Big Fish account. It looks like our system may have blocked access after seeing some new activity on the account that didn't make sense. Looking at the account, it appears that the purchase that was recently chargedback might be the cause. Banks usually only do chargebacks when a purchase is fraudulent or unauthorized. As we take fraud claims very seriously, when a chargeback is processed as fraud we immediately lock the account as it often indicates that the account in question is no longer under the control of the true account holder/cardholder. I've gone ahead with having the account unblocked. You should be able to access your account now without issue. In the future, if you have any questions regarding your account or charges from Big Fish, please feel free to contact us directly. We're more than happy to help answer any questions.JonSenior Customer Support Representativewww.BigFishGames.comSwimming in the pond Mon - Fri 9:30 - 5:00 PST [redacted] We are always happy to help a customer directly. Ms. [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any time. In the future the best way to reach us is through our Contact Us Page linked below. I have also emailed you directly through our Customer Support email system. If you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possible. You can also reply with the info through this BBB contact. We hope that we have addressed Ms. [redacted] ’s concerns with this issue. Contact Us https://www.bigfishgames.com/help/?rn=ask
Greetings, This is [redacted] again with Big Fish. Ms. [redacted] 's account was banned for violating our Terms of Use. I've included a link below for Ms. [redacted] to review:<as-html><a href="http://www.bigfishgames.com/company/terms.html">Big Fish Terms of Use</a></as-html>It appears that we have addressed all of Ms. [redacted] 's previous concerns and have nothing further to add. We do encourage them to contact us directly if he has any new issues to discuss. We are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
We understand that [redacted] has contacted the Revdex.com in regards to access to her Big Fish accountWe are happy to assist her/him with resolving this issue as quickly as possible [redacted] , I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] )I've included a consolidated summary of the solutions we have for you below: ===================================== Due to errors with the Purchase History, reinstallation steps will not work, however, your account is still active and you still are able to install gamesThe best way to do this is to install the games via their trials in the Big Fish Games app To activate games this way, we can use these steps: Open the Big Fish Games app Make sure you are signed into the same account in the app where you purchased the full version of the gameIf you're not, please click on Sign Out at the top and then click on Sign In again Click on Buy next to the game you're trying to activate (Don't worry, this won't repurchase the game) The app should then detect that you've already purchased the game Select Activate Now The game should now be activated to the full version There are a number of games that cannot be installed via this method due to be removed from the siteFor these, we have offered replacement coupons to redeem new games If you would prefer to keep these games, then as a workaround, you will be able to install the old version of our Game Manager to complete the installation of these games from your Purchase History: Press the buttons "Home (Windows symbol)"+ "x" on your keyboard, or hover over the bottom left corner of the screen and Right-click Click on "Programs and Features" in that menu Find the “Big Fish Games: Game Manager” and click Uninstall to remove the program/game from your system Install the older version from: [redacted] These games will receive activation errors when installing this wayHowever, once installed, you will be able to reinstall the new version of the Big Fish Games app to fully complete the activation process: [redacted] As a secondary option, we can also create a new account on our website to purchase and activate new games Your old account will still be there and the games you have would still be will be playable and could be reinstalled via the methods outlined aboveFor new games though, a new account should allow you to get them activated and you'd be able to access its purchase history normally For this, we will also be more than happy to get a good number of the games that we can transferred to your new account for this if you would like to go with this option for moving forward ===================================== We are always happy to help a customer directly [redacted] you are always welcome to contact Big Fish Games for any account or game related questions at any 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 system If you reply through that message or the link below we can quickly work together This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact Contact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to problems with her gamesWe are happy to assist with resolving this issue as quickly as possible Ms***, My name is ***, 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 First, I apologize for any delay in a responseI've checked our system, and for whatever reason, I was unable to find any emails from the [redacted] addressI'm not saying that you didn't send any, just that they never made it into our systemIs it possible that you sent them from a different email address? I understand that you've been getting an access violation with Hidden Object Crosswords and Riddles of Fate: Memento More Collector's EditionI can help you with this First, let's touch base on what an Access Violation isAn Access Violation is a non specific error that can result in incompatibility between your system and a particular gameEssentially, the game and some other process running on the computer are both trying to access the same point of memory at the same time, preventing either of them from accessing itIt's like watching two people trying to go through a narrow door at the same time, they both just get stuck and nothing happensThis problem is often linked to video card and graphics issuesIt may be necessary to update your video card drivers and your version of Direct XThe instructions for that process can be found here: Access Violation [redacted] It’s also possible that this error is the result of an interfering antivirus programSome programs will prevent users from accessing particular gamesIf this is the case, then we highly encourage you to contact your program’s support department for further assistance If you like, we can either troubleshoot this issue to see if we can get those games working for you, or I can issue you a refund for that purchaseI have emailed you directly through our Customer Support email systemJust reply directly to that e-mail, and I'll be able to work with you personally to get this matter resolved in the quickest way possible 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 belowYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms***’s concerns with this issue Contact Us [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
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to an unwanted Big Fish Game Club membershipWe are happy to assist with resolving this issue as quickly as possible Ms***, My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big Fish I’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for you I’ve done some research and I can confirm that the charge totaling $is for a monthly Game Club membershipI want to start with how the Big Fish Game Club membership was started, since I don't want you to have the impression that any deception was involvedLooking at your account, I can see that the membership was started on July 12th, with the purchase of Sally's Salon for $instead of the regular price of $ In the cart, there would have been a option for the Game Club membership with a check boxIf that option is selected, it then asks that the customer look at the Big Fish Games Terms of Service and click 'I agree' before the purchase can even continueOnce a membership is activated, an email is then sent titled "Welcome to Big Fish Game Club"This email not only provides details about the membership, but also includes the billing date and how to cancel the membership I understand that it was not necessarily your intent to have this membership, and can confirm that you've accessed the account and have canceled the membership as of Jan21st, Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club creditsI can see that you've already used all but one of the credits on the accountIf you need more information on how to use a Game Club credit, I’ve included a link to article below that will help Using Game Club Credits> 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 As mentioned before, of the Game Club credits have already been redeemed for gamesSince they have already been redeemed, I'm only able to refund one of those membership chargesI'd be happy to issue this refund of $for you, however if I do, it will remove that remaining Game Club credit from your accountJust let me know if you want me issue that refund or not 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 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***’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: there is another email address attached to my game that wasn't there before I started dealing with your customer service center MY COMPLAINT WERE NEVER RESOLVED MY RESOurcEs AND TOOLS NEVER RETURNED TO ME AND UNTIL THEY ARE I Will not accept Sincerely, [redacted]