Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms [redacted] has contacted the Revdex.com in regards to unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs***, 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 youI can see that you contacted us on Aug4th, (Incident# [redacted] ) and it looks like we replied back with a general email that we send out with the hope it will answer some of the customers questions and provide them with more informationIn those emails, we invite customers to reply back if they need additional assistance and that one of our Customer Support Representatives will help themLooking at this incident, it doesn't appear we ever received a replyI 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 Sept1st, with the purchase of Mystery Case Files: Ravenhearst 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.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 membershipI understand that it was not necessarily your intent to have this membership, and can see that you've had your bank chargeback three of the membership fees on Aug16th, I can confirm that the membership has been canceled, and have refunded the last charges made to the account for eachThese refunds are being processed as of today and should show up on your bank account in approximately 3-business days.Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club creditsIf you need more information on how to use a Game Club credit, I’ve included a link to article below that will helpUsing 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 memberFor more information about Big Fish Game Club, please see the following help article:Big Fish Game ClubWe 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 issueContact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: This is not a resolution to the issue at hand, nor does it offer any assistance in rectifying the problem now or in the future It should be noted that Jon from Big Fish Games sent his recent reply directly to my personal e-mail My reply to his e-mal is included below As a representative of Big Fish Games you have chosen to respond in a manner that neither addresses nor resolves this issue.Let’s review your responses, shall we? You neglected to answer my questions concerning the complaint I filed 10/4/on your siteAlthough I received a confirmation number, I never received any type of response from your firmWhy didn’t I receive a response? Isn't there a process to review messages received and assigned confirmation numbers? Since you chose not to respond, I can only conclude that someone at your firm either deleted my complaint and/or ignored my complaintHad I not filed a complaint with the Revdex.com, I would have never heard from your firm I am appalled that you would make a preposterous statement such as this: “Regarding your previous attempt to contact us regarding a possible breach on your wife's account, since we never received the email, we would have no record of it under the [redacted] @comcast.net email address.” Read this slowly and you may finally understand that my account and my wife’s account ARE TWO SEPARATE ACCOUNTS WITH TWO SEPARATE E-MAIL ADDRESSESYour firm was contacted on October 17, and informed that my wife’s credit card was breached As I stated in my complaint of 10/sent to both BFG and the Revdex.com, my wife’s account was under a different e-mail address using a different credit cardMy wife sent a complaint to your Customer Support in October 17, regarding that credit card breachThe Customer Support representative from BFG “addressed” that issue in the same vague, noncommittal manner as you have Your firm clearly has their own personal definition of the word resolve You stated in your initial response:“We never store full payment card information on our servers and have taken a number of steps to ensure that all of our customers’ information is safe.”But in your latest response you state:“since January 8th,we have removed all malware responsible for the issue, have taken measures to prevent the malware, and have conducted an overall security check on our systems, firewalls, payment card information systems, and security tools.”"We do work with a billing partner to process payments, but we do not provide them access or details of your Big Fish account." This is another incomprehensible statementMy credit card account was compromised not my Big Fish Game AccountIt is impossible for your billing partner to process payments without my credit card information What exactly is stored on your payment card information systems that is not supposedly stored on your servers? The daily flood of spam attacks to the Game Forums on your site demonstrates the lack of basic fundamental security on your systemsThe security measures in place at your firm are unable to stop spam attacks much less protect credit card information Your response also included suggestions about open networks and out of date anti-virus software as ways in which my PC can be infectedThis is an unsubstantiated statement used to turn the tables in an attempt to place the blame on the customer Again, what you are suggesting contradicts your claims that your site is safeYou are suggesting that my system may have been infected with malware, spyware or a virus that only targets credit cards used to purchase games on the BFG web siteNo other credit cards, no other bank accounts, no personal information was compromisedJust the payment information on two separate credit cards on two different dates within a two year span used only to purchase Big Fish Games Essentially you are confirming the fact that your sight is not safe Your responses are not a resolutionThey are flippant, disrespectful and filled with double-talkThey do acknowledge that your firm has a severe problem with maintaining security on their web siteThat acknowledgement serves as a confirmation that BFG has no intention of rectifying these problemsAs a representative of BFG, you have taken the arrogant stance that customers are expendable The only mistake I have made was trusting your firmTrusting that my credit card information was safeI also foolishly expected your firm to give this matter serious attentionFrankly, contacting your firm regarding this matter has proven to be an aggravation and a waste of my time I will not make that mistake again[redacted] ***
Greetings, This is Jon again with Big Fish It appears that we have addressed all of Ms [redacted] ' previous concerns and have nothing further to add We do encourage Ms [redacted] to contact us directly if he has any new issues to discussWe are more than happy to help Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible It appears that Mr [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on July 5th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi there, Thank you for taking the time to contact Tier 11+ VIP SupportWe are reaching out to players who have contacted us over the extended holiday weekendWe are running a bit behind schedule, to help make up for this, we’ve added 15,000,chips to your account If you have encountered a connection issue and would like more information, including steps to troubleshoot in game issues including freezing, crashing and connection problems, please refer to the following help articles: Connection Problems and 'Slow Network' Warning Game Freezing or Crashing If you have any further questions or if all of your inquiries were not addressed in this email, please feel free to reply directly to this email and one of our VIP Service Representatives will assist you directlyIn your reply, please include any relevant information including dates, times, and time zones to speed up the process Thank you, The Big Fish Tier 11+ Support Teamwww.BigFishGames.com [redacted] We are always happy to help a customer 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
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] ***
As of this time I have emailed Big Fish back the information that they requested of me I have not heard back from them but I hope I do soon I would greatly like this matter resolved As my bank account was charged again yesterday Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: BFC said they will HONOR THEIR MISTAKE and NOT YO REMOVE ANY CHIPS, but they broke their promise in two days later! They took back 97.6% of the chips away ! That is not right! They just let me keep 2.4% ! This is what they called" not to remove any chips"??? Really feel myself so stupid buying and buying for so many years!!! They don't even let me keep 10% !!! Please don't let me feel that I am a begga here begging for chips! Is not me who make the mistake, is BFC!!! I really want a reasonable compensation!!! Thank you
The company did nothing to fix my concerns , the send the same generic e-mail from a computer not a person , this guy name Jon, did nothing, jackpot won never awarded , a small one at that real casino odds but not regulated to who wins and who does not( paying customers ) vs ( free players) , only one group of customers make income for Big Fish Casino Missing credits course of actionI am not going to play with real money in the future The Revdex.com is turning a blind eye to fraud, theft and the hands of Big fish casinoUntil this company is force to comply with laws they will continue to ripoff Americans by making the own chips to play in there own games where they control the outcome to who they want to winMadoff told his customers the nothing to fear while he stole billion Big fish Casino is stealing from me in the form unfair odds and not paying the jackpot when won and missing credit Revdex.com did not nothing hold BFC accountable Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
We understand that Ms [redacted] has contacted the Revdex.com in regards to chips that were lost, and not awarded properlyWe are happy to assist her/him with resolving this issue as quickly as possibleMs***,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:===================================== My name is Ben Eand I am the VIP Manager for Big Fish Casino Your recent email to our VIP Customer Service team has been escalated to me I hope that I can help rectify the situations you have recently experienced.I had a review through the email chain you had going with Kyle From what I understand, there were two issues you raised:Issue - You did not receive your daily bonus chips you purchased as part of our Daily Gift Bag promotion The bonus should have been credited in amounts of 3M chips for consecutive days, totaling 21M chips To resolve this issue, I am going to be crediting your account with 25M chips momentarily I hope you find this resolution satisfactory.Issue - While playing blackjack, your account had 306M chips deducted during a session when no cards were dealt.We researched our records for the day and time you specified and we could not find any blackjack gameplay logged This is why my representatives and myself are not able to credit your account for this issue.However, you have been a great and loyal VIP community member and I want to help restore you joy and passion for our game I will be crediting your account with 400M chips Please accept this gift from me as a token of much we appreciate you choosing to play with us!=====================================We do encourage Ms [redacted] to contact us directly if she has any new issues to discussWe are more than happy to help.Contact Ushttp://bigfishgames.custhelp.com/app/askContact Ushttp://bigfishgames.custhelp.com/app/ask
Complaint: [redacted] I am rejecting this response because:I need to know what action did I take that led to my account being bannedI don't care to play this game anymore but I still want to know the reason
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to an unauthorized charge on his credit cardWe are happy to assist with resolving this issue as quickly as possible Hi [redacted] , 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 I understand that you’ve received a $USD charge from Big Fish and are unsure as to whyFrom what you've described, it sounds like that charge may be coming from a subscription to our Big Fish Game ClubThe 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 $USD 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 purchaseI checked our system, but was unable to find an account using your email addressHowever, thanks to the line item you provided, I was able to find the source of those chargesIs there anyone named [redacted] in the household that uses a email address from [redacted] .com.pk? Either way, I have canceled the membership found on that account as of Wednesday, April 22, There will be no further charge for this service I’ve also refunded the last charges made to the account for $USD eachThese refunds are being processed as of today and should show up on your bank account in approximately 3-business daysWe are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIt appears that your e-mails were actually sent to another department instead of directly to our Customer SupportIn 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***’s concerns with this issue Contact Us http://bigfishgames.custhelp.com/app/ask
Ms ***, We are sorry to hear about the rough patch latelyCustomer Support can’t change the odds, but we definitely want you to get the most enjoyment you can while playing Big Fish CasinoIt can help to try to make sure that you aren’t betting over percent of your total chip amount, or to switch up your slot sessions with sessions of a game that gives you a bit more control, like a low-bet game of blackjack or Burn Also, it can help to play slot machines that offer more frequent, but smaller winsWhile this style doesn’t increase or decrease your overall odds, you may get to play more spinsHere are some examples of slot machines that use this style of play, including VIP and all-player versions: One-Armed Bandito Jackpot City Secret Grove Wicked Wins Spotlight MillionaireThis help article has additional information:OddsCustomer Support has no control over the odds, so I’m unable to reply further about this, but we can still definitely help with any game or technical issues you may encounter.Accounts may be moderated by our Facebook moderators due to a violation of our Community GuidelinesFor your convenience, I've included our Community Guidelines below: These guidelines can be viewed at any time from the link below: Big Fish Casino Facebook Community Guidelines Please note: These rules are designed to help keep our page safe and engaging for all usersWhile these rules cover typical situations, they cannot anticipate everythingWe reserve the right to take any actions we deem appropriate to protect the integrity of our Facebook page, such as removing posts and banning users 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 system If you reply through that message or the link below we can quickly work together on your concerns about moderation or the odds This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact We hope that we have resolved Ms [redacted] concerns with the game.Contact Ushttps://bigfishcasino.zendesk.com/hc/en-us/requests/new
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to charges for one of our gamesWe 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 believe that you've been overcharged for one of our gamesI can definitely look into this for you, however, I'll need a bit more informationI found your Big Fish account under the [redacted] @outlook.com email address, but there are no purchases listed under this account To better assist you, please provide as much of the following information about the charges as possible 1) First 6/last digits of the card that was recently charged Example: 56XX XXXX 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing address8) The game title involved with these charges Once I have this information, I can take a better look into those charges for you We are always happy to help a customer directlyMr./MsMs [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: it did not resolve the issue and once again this has been going on for a month now and I responded to this response right away when it did not work and have not heard back from them again they state response time is 24-hours and it took contacting you to get them to answer this time basically problem is still not fixedand that is what I want done they sent one other response and offered a free game coupon and me starting a new account but as I answered that email (and have not gotten any response) is I have over games that I have on this account and one coupon would not allow me to play those games these games were or apiece so I do not want to loose them by starting a new account Sincerely, [redacted] ***
We understand Ms [redacted] has contacted the Revdex.com in regards to problems accessing her accountWe 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're having problems getting into your Big Fish accountI can help you with thisI've gone ahead with resetting your passwordThe sign in information is: E-mail Address: [redacted] @msn.comPassword: [redacted] Once you have successfully logged in, to reset your password to something that you can remember, just follow these steps: Click on your user name ( [redacted] ) and in the drop down menu, select Account InfoUnder the Password section, click the Edit button and put in what you want your password to beMake sure that you click “Save Changes”You can then use your new password to log-inOnce you're signed in, you can then go to the Purchase History of your account to reinstall your gamesBelow is a link with detailed information about this procedure Reinstall a Purchased Game 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
Greetings, This is [redacted] again with Big FishAs mentioned before, we only ban accounts for violation of our Terms of UseYou can review our full Terms of Use here: < [redacted] It appears that we have addressed all of [redacted] 's previous concerns and have nothing further to addWe do encourage [redacted] 's to contact us directly if he has any new issues to discussWe are more than happy to help[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to a problem 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 March4th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hello [redacted] , Let me start by apologizing for the wait in response to your original questionWe've been catching up after an unexpected influx of emails and are currently running behind our 24-hour response timeMy name is Chelsea, writing in from Seattle, and I'm here to help you today It sounds like when playing multiple games, they'll show an error saying "incorrect path to INIfile"I totally understand wanting to get this resolved so you can play these games again and I will do everything I can to help you with this today First, I'm so sorry that the general email sent as a reply to your first email wasn't able to answer your questionWe send out a blanket email to customers with the hopes that the email will answer their questions If there is no reply to that email blanket email, then our system will think that your question has been answered and will consider the email solved If there's ever a time when a blanket email is sent and it doesn't answer your question, feel free to reply directly back to that emailThis will let our system know that the question hasn't been answered, and a Customer Support Rep will be with you as soon as possibleThis reply will be based on the time that your first email reached our system First, thank you so much for providing those DrFelix resultsThose are super helpful when looking into some specific troubleshooting steps when games show errors Also, thanks for letting me know exactly what the error is saying when it's showing upError codes and messages are often clues as to what's going on, and they help guide us to find the perfect troubleshooting steps to try out This isn't a message that I'm familiar with, so it might help to get a screenshot of what the error is saying when it pops up, just in case there's a little bit more information showing on your screen that can help If you'd like to give this a try, here are some steps explaining how to take and attach a screenshot to an email: First, recreate the error you're havingPress the PrtScn (Print Screen) key on your keyboard(This key can usually be found in the upper right area of your keyboard.)When you do that, the image is copied to your Windows clipboardTo view and save the image, it must be pasted into a graphics program (such as Paint)To open Paint, click the Start button, then Accessories, and then PaintPaste the image into the Paint document by clicking on Edit at the top, and selecting Paste from the menuSelect File then Save As to save the image to a location of your choice on your computerFor more step by step instructions on how to create a screenshot and attach it to your email, please see: Taking a Screenshot Attach a File to Your Email Also, I'd like to ask for the game titles of all of the games showing this errorIt's possible that they're connected in some wayKnowing the titles will allow me to do research on the games in our system to see if there's any information listed the can help Please reply directly back to this email with the screenshot of the error, as well as with the titles of the games that are seeing trouble and I'll be happy to begin the investigationAlso, if you have any questions at all please feel free to askI'm always here and happy to help Best regards, Chelsea www.BigFishGames.comSinging in the pond Tues - Sat [redacted] We are always happy to help a customer 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
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible It appears that Ms [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on June 15th, 2015, (Incident# [redacted] I've included our response below: Hi ***,This is Taryn in Seattle again and I noticed that you'd sent in several additional messages over the course of the day yesterday I want to make sure that we help you out as much as possible so I went ahead and grabbed all of these messages as well Before we get started, I just wanted to mention it's not necessary to submit multiple support tickets I can certainly understand wanting to make sure we’ve received your request for help on any issues you have encountered and also wanting a speedy resolutionWhen multiple new requests are submitted and waiting to be answered, this will delay our response as new requests are answered in the order received along with all other requests from other playersWe want to make sure we’re able to address all of the issues you’ve written in about, so we ask that you reply to the original auto-reply you receive; this will allow us to receive your new emails directly together and to make sure we’ve been able to see any new issues that may have arisen, also helping to speed up our response to you Since we only answer one open incident per customer at a given time, all other open incidents will be closed outRegarding these additional uncredited wins, the gameplay logs don't show any activity on this account within minutes of 2:00pm or 4:15pm EST on June I did find a session between 8:37pm and 8:47pm EST, however none of the spins recorded on your account during this timeframe had a result that started with a cherry, wild, and Liberty Bell in the first (vertical) reel Because most of the times reported land on periods of inactivity for this account and the one session I was able to find in the logs didn't involve any spins with the result pictured in your screenshot I suspect that we might be working with some incorrect times To help me find those spins for you, it might be a good idea to check the data on your screenshots and see what time and date they were created so we can be sure that we're investigating the correct timeframe in the gameplay logs Please do feel free to get back to me if you have any additional information about these spins, including the one that I already replied to you about Best, Tarynwww.BigFishGames.comPearl diving in the Pond Sunday through Thursday 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 http://bigfishgames.custhelp.com/app/ask
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] - [redacted]
We understand that Ms [redacted] has contacted the Revdex.com in regards to some recent membership chargesWe 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:It sounds like you cancelled your Big Fish Games Club membership a few months ago, but are still seeing some membership chargesI completely understand wanting to investigate these charges, and I'll absolutely look into this right away.I checked the account under the [redacted] email address, but I'm not seeing any charges since that Game Club membership was cancelledHowever, after a bit more research, I believe I found the source of these charges.I've canceled the charge on that account so there should be no further chargesI've also issued a refund of $to the card that was chargedIt may take up to 3-business days for the refund to fully process.If you would like more information about the charge, please provide following information.First 6/last digits of the card that was recently charged Example: 56XX XXXX 7890The digit Order Number that appears next to the chargeItem description for the charge on your bank or credit card statementAny other email addresses that may have been usedDate and amount of chargeBilling address We are always happy to help a customer directly Ms [redacted] , you are always welcome to contact Big Fish Games for any account or game related questions at any 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 [redacted]
Big Fish Recent Revdex.com Correspondence We understand that Mr./Ms [redacted] has contacted the Revdex.com in regards to unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMs***, 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 youI can see that you contacted us on Aug4th, (Incident# [redacted] ) and it looks like we replied back with a general email that we send out with the hope it will answer some of the customers questions and provide them with more informationIn those emails, we invite customers to reply back if they need additional assistance and that one of our Customer Support Representatives will help themLooking at this incident, it doesn't appear we ever received a replyI 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 Sept1st, with the purchase of Mystery Case Files: Ravenhearst 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.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 membershipI understand that it was not necessarily your intent to have this membership, and can see that you've had your bank chargeback three of the membership fees on Aug16th, I can confirm that the membership has been canceled, and have refunded the last charges made to the account for eachThese refunds are being processed as of today and should show up on your bank account in approximately 3-business days.Even though the membership is canceled, your account will remain accessible and you’ll still be able to play your games and redeem any of your unused Game Club creditsIf you need more information on how to use a Game Club credit, I’ve included a link to article below that will helpUsing 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 memberFor more information about Big Fish Game Club, please see the following help article:Big Fish Game ClubWe 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 issueContact Us https://www.bigfishgames.com/help/?rn=ask
Complaint: [redacted] I am rejecting this response because: This is not a resolution to the issue at hand, nor does it offer any assistance in rectifying the problem now or in the future It should be noted that Jon from Big Fish Games sent his recent reply directly to my personal e-mail My reply to his e-mal is included below As a representative of Big Fish Games you have chosen to respond in a manner that neither addresses nor resolves this issue.Let’s review your responses, shall we? You neglected to answer my questions concerning the complaint I filed 10/4/on your siteAlthough I received a confirmation number, I never received any type of response from your firmWhy didn’t I receive a response? Isn't there a process to review messages received and assigned confirmation numbers? Since you chose not to respond, I can only conclude that someone at your firm either deleted my complaint and/or ignored my complaintHad I not filed a complaint with the Revdex.com, I would have never heard from your firm I am appalled that you would make a preposterous statement such as this: “Regarding your previous attempt to contact us regarding a possible breach on your wife's account, since we never received the email, we would have no record of it under the [redacted] @comcast.net email address.” Read this slowly and you may finally understand that my account and my wife’s account ARE TWO SEPARATE ACCOUNTS WITH TWO SEPARATE E-MAIL ADDRESSESYour firm was contacted on October 17, and informed that my wife’s credit card was breached As I stated in my complaint of 10/sent to both BFG and the Revdex.com, my wife’s account was under a different e-mail address using a different credit cardMy wife sent a complaint to your Customer Support in October 17, regarding that credit card breachThe Customer Support representative from BFG “addressed” that issue in the same vague, noncommittal manner as you have Your firm clearly has their own personal definition of the word resolve You stated in your initial response:“We never store full payment card information on our servers and have taken a number of steps to ensure that all of our customers’ information is safe.”But in your latest response you state:“since January 8th,we have removed all malware responsible for the issue, have taken measures to prevent the malware, and have conducted an overall security check on our systems, firewalls, payment card information systems, and security tools.”"We do work with a billing partner to process payments, but we do not provide them access or details of your Big Fish account." This is another incomprehensible statementMy credit card account was compromised not my Big Fish Game AccountIt is impossible for your billing partner to process payments without my credit card information What exactly is stored on your payment card information systems that is not supposedly stored on your servers? The daily flood of spam attacks to the Game Forums on your site demonstrates the lack of basic fundamental security on your systemsThe security measures in place at your firm are unable to stop spam attacks much less protect credit card information Your response also included suggestions about open networks and out of date anti-virus software as ways in which my PC can be infectedThis is an unsubstantiated statement used to turn the tables in an attempt to place the blame on the customer Again, what you are suggesting contradicts your claims that your site is safeYou are suggesting that my system may have been infected with malware, spyware or a virus that only targets credit cards used to purchase games on the BFG web siteNo other credit cards, no other bank accounts, no personal information was compromisedJust the payment information on two separate credit cards on two different dates within a two year span used only to purchase Big Fish Games Essentially you are confirming the fact that your sight is not safe Your responses are not a resolutionThey are flippant, disrespectful and filled with double-talkThey do acknowledge that your firm has a severe problem with maintaining security on their web siteThat acknowledgement serves as a confirmation that BFG has no intention of rectifying these problemsAs a representative of BFG, you have taken the arrogant stance that customers are expendable The only mistake I have made was trusting your firmTrusting that my credit card information was safeI also foolishly expected your firm to give this matter serious attentionFrankly, contacting your firm regarding this matter has proven to be an aggravation and a waste of my time I will not make that mistake again[redacted] ***
Greetings, This is Jon again with Big Fish It appears that we have addressed all of Ms [redacted] ' previous concerns and have nothing further to add We do encourage Ms [redacted] to contact us directly if he has any new issues to discussWe are more than happy to help Contact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible It appears that Mr [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on July 5th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi there, Thank you for taking the time to contact Tier 11+ VIP SupportWe are reaching out to players who have contacted us over the extended holiday weekendWe are running a bit behind schedule, to help make up for this, we’ve added 15,000,chips to your account If you have encountered a connection issue and would like more information, including steps to troubleshoot in game issues including freezing, crashing and connection problems, please refer to the following help articles: Connection Problems and 'Slow Network' Warning Game Freezing or Crashing If you have any further questions or if all of your inquiries were not addressed in this email, please feel free to reply directly to this email and one of our VIP Service Representatives will assist you directlyIn your reply, please include any relevant information including dates, times, and time zones to speed up the process Thank you, The Big Fish Tier 11+ Support Teamwww.BigFishGames.com [redacted] We are always happy to help a customer 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
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] ***
As of this time I have emailed Big Fish back the information that they requested of me I have not heard back from them but I hope I do soon I would greatly like this matter resolved As my bank account was charged again yesterday Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: BFC said they will HONOR THEIR MISTAKE and NOT YO REMOVE ANY CHIPS, but they broke their promise in two days later! They took back 97.6% of the chips away ! That is not right! They just let me keep 2.4% ! This is what they called" not to remove any chips"??? Really feel myself so stupid buying and buying for so many years!!! They don't even let me keep 10% !!! Please don't let me feel that I am a begga here begging for chips! Is not me who make the mistake, is BFC!!! I really want a reasonable compensation!!! Thank you
The company did nothing to fix my concerns , the send the same generic e-mail from a computer not a person , this guy name Jon, did nothing, jackpot won never awarded , a small one at that real casino odds but not regulated to who wins and who does not( paying customers ) vs ( free players) , only one group of customers make income for Big Fish Casino Missing credits course of actionI am not going to play with real money in the future The Revdex.com is turning a blind eye to fraud, theft and the hands of Big fish casinoUntil this company is force to comply with laws they will continue to ripoff Americans by making the own chips to play in there own games where they control the outcome to who they want to winMadoff told his customers the nothing to fear while he stole billion Big fish Casino is stealing from me in the form unfair odds and not paying the jackpot when won and missing credit Revdex.com did not nothing hold BFC accountable Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
We understand that Ms [redacted] has contacted the Revdex.com in regards to chips that were lost, and not awarded properlyWe are happy to assist her/him with resolving this issue as quickly as possibleMs***,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:===================================== My name is Ben Eand I am the VIP Manager for Big Fish Casino Your recent email to our VIP Customer Service team has been escalated to me I hope that I can help rectify the situations you have recently experienced.I had a review through the email chain you had going with Kyle From what I understand, there were two issues you raised:Issue - You did not receive your daily bonus chips you purchased as part of our Daily Gift Bag promotion The bonus should have been credited in amounts of 3M chips for consecutive days, totaling 21M chips To resolve this issue, I am going to be crediting your account with 25M chips momentarily I hope you find this resolution satisfactory.Issue - While playing blackjack, your account had 306M chips deducted during a session when no cards were dealt.We researched our records for the day and time you specified and we could not find any blackjack gameplay logged This is why my representatives and myself are not able to credit your account for this issue.However, you have been a great and loyal VIP community member and I want to help restore you joy and passion for our game I will be crediting your account with 400M chips Please accept this gift from me as a token of much we appreciate you choosing to play with us!=====================================We do encourage Ms [redacted] to contact us directly if she has any new issues to discussWe are more than happy to help.Contact Ushttp://bigfishgames.custhelp.com/app/askContact Ushttp://bigfishgames.custhelp.com/app/ask
Complaint: [redacted] I am rejecting this response because:I need to know what action did I take that led to my account being bannedI don't care to play this game anymore but I still want to know the reason
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to an unauthorized charge on his credit cardWe are happy to assist with resolving this issue as quickly as possible Hi [redacted] , 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 I understand that you’ve received a $USD charge from Big Fish and are unsure as to whyFrom what you've described, it sounds like that charge may be coming from a subscription to our Big Fish Game ClubThe 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 $USD 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 purchaseI checked our system, but was unable to find an account using your email addressHowever, thanks to the line item you provided, I was able to find the source of those chargesIs there anyone named [redacted] in the household that uses a email address from [redacted] .com.pk? Either way, I have canceled the membership found on that account as of Wednesday, April 22, There will be no further charge for this service I’ve also refunded the last charges made to the account for $USD eachThese refunds are being processed as of today and should show up on your bank account in approximately 3-business daysWe are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIt appears that your e-mails were actually sent to another department instead of directly to our Customer SupportIn 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***’s concerns with this issue Contact Us http://bigfishgames.custhelp.com/app/ask
Ms ***, We are sorry to hear about the rough patch latelyCustomer Support can’t change the odds, but we definitely want you to get the most enjoyment you can while playing Big Fish CasinoIt can help to try to make sure that you aren’t betting over percent of your total chip amount, or to switch up your slot sessions with sessions of a game that gives you a bit more control, like a low-bet game of blackjack or Burn Also, it can help to play slot machines that offer more frequent, but smaller winsWhile this style doesn’t increase or decrease your overall odds, you may get to play more spinsHere are some examples of slot machines that use this style of play, including VIP and all-player versions: One-Armed Bandito Jackpot City Secret Grove Wicked Wins Spotlight MillionaireThis help article has additional information:OddsCustomer Support has no control over the odds, so I’m unable to reply further about this, but we can still definitely help with any game or technical issues you may encounter.Accounts may be moderated by our Facebook moderators due to a violation of our Community GuidelinesFor your convenience, I've included our Community Guidelines below: These guidelines can be viewed at any time from the link below: Big Fish Casino Facebook Community Guidelines Please note: These rules are designed to help keep our page safe and engaging for all usersWhile these rules cover typical situations, they cannot anticipate everythingWe reserve the right to take any actions we deem appropriate to protect the integrity of our Facebook page, such as removing posts and banning users 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 system If you reply through that message or the link below we can quickly work together on your concerns about moderation or the odds This will be the quickest way we can resolve this for you You can also reply with the info through this Revdex.com contact We hope that we have resolved Ms [redacted] concerns with the game.Contact Ushttps://bigfishcasino.zendesk.com/hc/en-us/requests/new
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to charges for one of our gamesWe 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 believe that you've been overcharged for one of our gamesI can definitely look into this for you, however, I'll need a bit more informationI found your Big Fish account under the [redacted] @outlook.com email address, but there are no purchases listed under this account To better assist you, please provide as much of the following information about the charges as possible 1) First 6/last digits of the card that was recently charged Example: 56XX XXXX 2) Expiration date of the card3) Name exactly as it appears on the card4) Item description for the charge on your bank or credit card statement5) Another email address that may have been used 6) Date and amount of charge7) Billing address8) The game title involved with these charges Once I have this information, I can take a better look into those charges for you We are always happy to help a customer directlyMr./MsMs [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: it did not resolve the issue and once again this has been going on for a month now and I responded to this response right away when it did not work and have not heard back from them again they state response time is 24-hours and it took contacting you to get them to answer this time basically problem is still not fixedand that is what I want done they sent one other response and offered a free game coupon and me starting a new account but as I answered that email (and have not gotten any response) is I have over games that I have on this account and one coupon would not allow me to play those games these games were or apiece so I do not want to loose them by starting a new account Sincerely, [redacted] ***
We understand Ms [redacted] has contacted the Revdex.com in regards to problems accessing her accountWe 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're having problems getting into your Big Fish accountI can help you with thisI've gone ahead with resetting your passwordThe sign in information is: E-mail Address: [redacted] @msn.comPassword: [redacted] Once you have successfully logged in, to reset your password to something that you can remember, just follow these steps: Click on your user name ( [redacted] ) and in the drop down menu, select Account InfoUnder the Password section, click the Edit button and put in what you want your password to beMake sure that you click “Save Changes”You can then use your new password to log-inOnce you're signed in, you can then go to the Purchase History of your account to reinstall your gamesBelow is a link with detailed information about this procedure Reinstall a Purchased Game 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
Greetings, This is [redacted] again with Big FishAs mentioned before, we only ban accounts for violation of our Terms of UseYou can review our full Terms of Use here: < [redacted] It appears that we have addressed all of [redacted] 's previous concerns and have nothing further to addWe do encourage [redacted] 's to contact us directly if he has any new issues to discussWe are more than happy to help[redacted]
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to a problem 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 March4th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hello [redacted] , Let me start by apologizing for the wait in response to your original questionWe've been catching up after an unexpected influx of emails and are currently running behind our 24-hour response timeMy name is Chelsea, writing in from Seattle, and I'm here to help you today It sounds like when playing multiple games, they'll show an error saying "incorrect path to INIfile"I totally understand wanting to get this resolved so you can play these games again and I will do everything I can to help you with this today First, I'm so sorry that the general email sent as a reply to your first email wasn't able to answer your questionWe send out a blanket email to customers with the hopes that the email will answer their questions If there is no reply to that email blanket email, then our system will think that your question has been answered and will consider the email solved If there's ever a time when a blanket email is sent and it doesn't answer your question, feel free to reply directly back to that emailThis will let our system know that the question hasn't been answered, and a Customer Support Rep will be with you as soon as possibleThis reply will be based on the time that your first email reached our system First, thank you so much for providing those DrFelix resultsThose are super helpful when looking into some specific troubleshooting steps when games show errors Also, thanks for letting me know exactly what the error is saying when it's showing upError codes and messages are often clues as to what's going on, and they help guide us to find the perfect troubleshooting steps to try out This isn't a message that I'm familiar with, so it might help to get a screenshot of what the error is saying when it pops up, just in case there's a little bit more information showing on your screen that can help If you'd like to give this a try, here are some steps explaining how to take and attach a screenshot to an email: First, recreate the error you're havingPress the PrtScn (Print Screen) key on your keyboard(This key can usually be found in the upper right area of your keyboard.)When you do that, the image is copied to your Windows clipboardTo view and save the image, it must be pasted into a graphics program (such as Paint)To open Paint, click the Start button, then Accessories, and then PaintPaste the image into the Paint document by clicking on Edit at the top, and selecting Paste from the menuSelect File then Save As to save the image to a location of your choice on your computerFor more step by step instructions on how to create a screenshot and attach it to your email, please see: Taking a Screenshot Attach a File to Your Email Also, I'd like to ask for the game titles of all of the games showing this errorIt's possible that they're connected in some wayKnowing the titles will allow me to do research on the games in our system to see if there's any information listed the can help Please reply directly back to this email with the screenshot of the error, as well as with the titles of the games that are seeing trouble and I'll be happy to begin the investigationAlso, if you have any questions at all please feel free to askI'm always here and happy to help Best regards, Chelsea www.BigFishGames.comSinging in the pond Tues - Sat [redacted] We are always happy to help a customer 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
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possible It appears that Ms [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on June 15th, 2015, (Incident# [redacted] I've included our response below: Hi ***,This is Taryn in Seattle again and I noticed that you'd sent in several additional messages over the course of the day yesterday I want to make sure that we help you out as much as possible so I went ahead and grabbed all of these messages as well Before we get started, I just wanted to mention it's not necessary to submit multiple support tickets I can certainly understand wanting to make sure we’ve received your request for help on any issues you have encountered and also wanting a speedy resolutionWhen multiple new requests are submitted and waiting to be answered, this will delay our response as new requests are answered in the order received along with all other requests from other playersWe want to make sure we’re able to address all of the issues you’ve written in about, so we ask that you reply to the original auto-reply you receive; this will allow us to receive your new emails directly together and to make sure we’ve been able to see any new issues that may have arisen, also helping to speed up our response to you Since we only answer one open incident per customer at a given time, all other open incidents will be closed outRegarding these additional uncredited wins, the gameplay logs don't show any activity on this account within minutes of 2:00pm or 4:15pm EST on June I did find a session between 8:37pm and 8:47pm EST, however none of the spins recorded on your account during this timeframe had a result that started with a cherry, wild, and Liberty Bell in the first (vertical) reel Because most of the times reported land on periods of inactivity for this account and the one session I was able to find in the logs didn't involve any spins with the result pictured in your screenshot I suspect that we might be working with some incorrect times To help me find those spins for you, it might be a good idea to check the data on your screenshots and see what time and date they were created so we can be sure that we're investigating the correct timeframe in the gameplay logs Please do feel free to get back to me if you have any additional information about these spins, including the one that I already replied to you about Best, Tarynwww.BigFishGames.comPearl diving in the Pond Sunday through Thursday 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 http://bigfishgames.custhelp.com/app/ask
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] - [redacted]
We understand that Ms [redacted] has contacted the Revdex.com in regards to some recent membership chargesWe 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:It sounds like you cancelled your Big Fish Games Club membership a few months ago, but are still seeing some membership chargesI completely understand wanting to investigate these charges, and I'll absolutely look into this right away.I checked the account under the [redacted] email address, but I'm not seeing any charges since that Game Club membership was cancelledHowever, after a bit more research, I believe I found the source of these charges.I've canceled the charge on that account so there should be no further chargesI've also issued a refund of $to the card that was chargedIt may take up to 3-business days for the refund to fully process.If you would like more information about the charge, please provide following information.First 6/last digits of the card that was recently charged Example: 56XX XXXX 7890The digit Order Number that appears next to the chargeItem description for the charge on your bank or credit card statementAny other email addresses that may have been usedDate and amount of chargeBilling address We are always happy to help a customer directly Ms [redacted] , you are always welcome to contact Big Fish Games for any account or game related questions at any 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 [redacted]