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 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 14th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi [redacted] , This is Tim, one of the Tier II team here at Big FishFirstly, I wanted to apologize for the delay in our responseI know it can be very frustrating to not hear back from us for some timeInvestigating these issues has taken much longer than we prefer To begin, I wanted to let you know that I've already refunded the latest purchase of Grim Facade: Monster in Disguise Collector's Edition and The Secret Order: The Buried Kingdom Collector's Edition, as you requestedThis refund of $should be showing up for you in 3-days To explain a bit about our previous response, while the issues are still occurring, we wanted to offer an alternative since things are taking a longer than to be cleared upThe first option would be to try access some new games on a completely new account on our siteWe realize that this is completely less than ideal, but it would provide a way of access new purchases for you on the new Games appThe coupon we included in the last response was to get you started on that if you would like to give that a tryWe'll be more than happy to provide more coupons as well for your recent purchases to transfer them over to the new account if you choose to pursue that option To do this, you'd simply need to go www.bigfishgames.com and then choose the 'Sign In' option (if you are already signed in, you would need to sign out first)Then, choose 'I am a New Customer' and create an account with a separate email address Once again, we know this option is not ideal, but wanted to list it as an option for the time being Another option that may be of help while the issues are still ongoing would be to try activating games through the trial version: 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 againClick on Buy next to the game you're trying to activate.The app should then detect that you've already purchased the game.Click on Purchase History on the right hand side and then click on Activate next to the game.The game should now be activated to the full version We're hoping that one of these options provides a usable workaround for the trouble while we continue to investigate these ongoing problems I hope this helps a bit [redacted] , but please don't hesitate to reply directly to this email if you have any other questions or concerns and I'll be more than happy to help out however I can Sincerely, TimTier II Technical Supportwww.BigFishGames.comI'll be around Tues-Sat [redacted] We are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
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] ***
Greetings, This is Jon again with Big Fist appears that we have addressed all of Ms***'s previous concerns and have nothing further to addWe do encourage them to contact us directly if he has any new issues to discussWe are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
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 issue After doing some research, it appears that we responded on June 16, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi there [redacted] , My name is McKenzie, and I'm a dedicated Tier 11+ VIP Support representativeOur Customer Support team sent your email my way, and I just thought I'd reach out and introduce myself Firstly, I sincerely apologize for the delay! It looks like we received one other copy of this email on June 13, but did not receive any othersI'll be glad to take care of this now It sounds as though wins have been few and far between lately, and I understand why that might be discouragingWins are a big part of the fun, after all, and help chips last for longer periods of timeI'd personally send you some more wins if I were able, but Customer Support is unable to impact the odds ourselvesThe best thing I can do is pass on your feedback I do want to mention that there's no real secret to big wins or jackpotsUltimately, these games are games of chance, which means they can be very unpredictableIt's next to impossible to predict what could happen from one spin to the nextThis can result in what seems to be series of winning streaks as well as losing streaks, even if the results would average out in the long haulI know that doesn't make it easier to handle when wins just don't seem to be coming, though I'd love for you to enjoy some time in Big Fish Casino on us, and I've added 30M chips to your accountHopefully those will bring some wins your way As a quick note, I'll be out of the office on Friday and Saturday, so any further replies will be delayedI apologize in advance, and have a great day! Best wishes, McKenzie M.Tier 11+ VIP Support Repwww.BigFishGames.comCatching frogs in the pond Sunday - Thursday [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
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 I will also be monitoring my credit card to insure that another charge is not posted as of 7-13- Sincerely, [redacted]
Big Fish Recent Revdex.com CorrespondenceWe understand that Mr [redacted] has contacted the Revdex.com in regards to account sercurityWe are happy to assist with resolving this issue as quickly as possibleMr***, My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big FishI’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'm sorry to hear that you're seeing unauthorized charges on your cardYou mentioned contacting us previously regarding a security breach on your accountIs it possible that you contacted us using a different email address? It looks like the first time we were ever contacted was on June 26, 09:PM regarding system requirements for our games(Incident# [redacted] Let me assure you, that our site is secureWe 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 safeWe do not provide anyone access to your account details or share any of your information with other sitesThere are some things we can do to make sure things are secure on your end as wellThe First suggestion is to check that you're using a secure network and not an open networkOpen networks, while convenient in that they give you an internet connection, can also be used to intercept information moving along themThe second thing is to check that you're anti-virus software is up to dateEven if you have the latest update, it's always a good idea to double check that it hasn't been compromisedI personally use Malware BytesMalware bytes is a free program designed specifically to track down and remove malware from your systemI've put a link to this program below for you to download the latest version:Malwarebyteshttp://www.malwarebytes.org/products/malwarebytes_freeIf you find that you're system has been infected, then I highly recommend contacting your Anti-Virus Software providerThey specialize in defending systems from being infected with viruses and spyware, so they'll be in the best position to make sure your computer is clearWe also have a list of steps that you can take to secure your Big Fish account in the following help article:Big Fish Account SecurityWe are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked 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 issueContact Us http://bigfishgames.custhelp.com/app/ask
We understand that Mr [redacted] has contacted the Revdex.com in regards to recovering an account as well as player’s oddsWe are happy to assist him with resolving this issue as quickly as possibleMr [redacted] ,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] )I've pasted our correspondence below for your convenience:=====================================Thank you for sharing your Jackpot Magic Slots' Friend Code and renaming your account for verification purposesAs mentioned previously, we take account verification very seriously and appreciate your patience while we collected the proper information to proceed with the request.I've gone ahead and combined the two accounts today, allowing for your original Friend Code [redacted] to show up on your new iPhone Plus going forward.In summary, I’ve moved your account with Friend Code: [redacted] over for you, along with 2,567,coins, 2,VIP points for your $purchase, and likes that will now be included in your main account.Next, let's go ahead and uninstall and reinstall Jackpot Magic Slots on your iOS device so these changes can take effect properlyThis won’t affect your chips or player information, since they’re attached to the account itself, which is stored on our serverIf you’d like steps on how to do this, just let me know and I’ll be happy to get them to you.Here is a help article with more information about this:Uninstalling & Reinstalling (iOS) Also, my apologies to hear that you’ve run into a rough patch latelyCustomer Support is unable to change the outcome of any game, and will be unable to reply further regarding the odds or chances of winningHowever, we’d like to let you know that all slots machines have the same chances of winning, regardless of the player, level, account, or purchases.For more information on the odds please refer to the following help article:OddsIt also sounds as though there were some concerns about being removed from your primary account's ClubI have verified that the account with Friend Code [redacted] continues to be in the "Be Friends Forever" ClubYou can continue earning Club crowns and participating as soon as you open Jackpot Magic Slots today.For your continued patience, as a special one-time courtesy I have credited your account 20,000,complimentary coinsYou should now be able to access those coins by opening Jackpot Magic Slots.=====================================We are always happy to help a customer directly Mr [redacted] , you are always welcome to contact Big Fish Games for any account or game related questions at any 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: https://jackpotmagicslots.zendesk.com/hc/en-usJackpot Magic Slots
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 Wednesday, May 13th, 2015, (Incident# [redacted] I've included our response below: Hi ***, Thanks for getting back to me with that information I'm definitely trying and wanting to help you get to the bottom of any overcharges you're concerned about, and I'm really glad I was able to research your entire purchase history for you We're very regularly offering sales in the game, and listing the entire sale history would take quite a bit of timeI noticed in your earlier messages with [redacted] that you had mentioned only receiving one $package on April 5, but were charged for two I checked on your purchase history again and didn't see any purchases made on April 5, but there are two purchases showing on April during a 3x sale - one was a $chip package, and the other was a $gold package They were both made through Google, and were added to your account at 5:57pm EDTIf you'd like, would you please be able to give me another example of a date/time where you felt you were over-charged for a purchase? Any details and screenshots of purchase receipts would definitely be helpful in my researching this for you I'll provide a link with more information about taking a screenshot in case you'd like to check it outTaking a Screenshot Feel free to reach me by replying to this email and I'll get started as soon as I'm ableCheers, ***www.BigFishGames.comIn the Pond Tuesday - Saturday I can see that [redacted] listed all of your purchases since May 23rd, in a previous emailReviewing those purchases, I can confirm that there were no duplicate purchasesThere were instances of multiple purchases being made, but nothing that indicates that Ms [redacted] was double charged 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
Complaint: [redacted] I am rejecting this response because: I still don't have an outcome I have provided the business with the information they have requested Until I see the charges reversed, this case is not closedSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The "Big Fish Games" has refunded me for only months of billing Yet despite this I did go onto their site and it never states to opt out of the monthly billing once a game has been purchased.I was hoping for a full refund for the entire amount of $but they only refunded $ Bad company to deal with.Thank you for your help [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:This is no different than any email that I received from them in the pastTo me, when there happens to be a malfunction within a company's product or service, trying to make the customer feel like he's lying is not the correct responseI no longer require any chip compensation from themWhat I would like is the full refund for all of the purchases made back and I am going to be done with this company for goodI did nothing wrongI simply had an issue occur that could happen to anyone and instead of helping me, they refused to address the issue and instead gave me the reasons why they would NOT help meWhat good, honest business does that? To me, I feel like they took my money and since they already have it, they could care less about what happened or doing the right thingThat is why I want my money refunded, in full for all purchases that I made with themMost businesses would have no issue honoring a request like that and one would think that a gaming site where I technically received nothing in return for my purchases, one would think that they especially would honor that request.That is what I am looking for, nothing more, nothing lessPlease do the right thing.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I provided visual evidence of the win and they won't verify itI expect full compensation for the winning spinSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:It blatantly ignores the contents of my complaint (that I did NOT sign up for a membership) and returns only a part of the money owed As a result of this insulting response I have done some further investigating and discovered a class action lawsuit against Big Fish, which I hope to joinhttp://www.scribd.com/doc/ [redacted] / [redacted] Vs-Big-FishAt this point my main goal is to persuade the Revdex.com to give consumers better notice of these issues The current grade of B does not nearly convey the scope of Big Fish's deceptive practicesI gather you have received a large volume of complaints regarding this, and hope you will consider communicating this more clearly to consumers, including downgrading substantially their rating If this is a B, I can't imagine what a lower grade requires!!Thank you for your help, and please tell me if I can provide you with more information.Sincerely, [redacted] ***
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our Big Fish Game Club membershipWe 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 grandparents un-intentionally signed up for a Big Fish Game Club membership I 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 involvedWithout having their account information, it sounds like a game was purchased for $USD (CAD instead of the regular price of $USD 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 When placing an order on our site with the Big Fish Game Club membership selected, the following text appears directly under the Place Order button: "By clicking "Place Order", you agree to the Big Fish Game Club Terms of Service, and authorize us to charge the credit card or other payment method you've selectedYou will not be billed for Game Club until your month free trial endsAfter your trial, your membership will continue and you will be charged $ (plus applicable taxes) per monthYou can cancel any time from your My Account page." Once 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 If you haven't already canceled that membership, I can help you with thisIn addition to replying here, I 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 possible 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 belowYou 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 her games not working properlyWe 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 May 6th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi ***, This is Kyle from Seattle, thanks so much for writing in I understand that about half of your games will not load I totally understand wanting some help with this matter and I will do everything I can to help you get your games loaded as soon as possible First, I’d like to apologize for the delay in our response, as well as the last email you received We do our best to make every response personal, but we’ve received an unexpected influx of emails that have made it hard for us to keep our response time to the 48-hour range that we expect We sent out that email in the hopes that it would help as many people as possible while we work furiously to catch up I’m sorry for any inconvenience this has caused you, and I’ll totally help you out right away Thanks so much for sending over the DrFelix report I also want to commend you on trying to troubleshoot this matter on your own In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problemPlease reply with the following information: When exactly did the error or problem occur? During the download/installation process? During activation? or perhaps after that has all been done and this occurs as you start the game If you received an error message, what does it say? If you're seeing any kind of error, it'd be extremely helpful if you could send me a screenshot of it This will give me a closer look at why this issue is happeningTo do this, please follow these steps: Step Select the Search the web and Windows box and type "Snip".Step Select the Snipping Tool Windows Application and click New.Step Drag the cursor around the area you want to capture.Step Select File then select Save As and save the file to your desktop.Step Finally, just attach the file in a reply to this email For more step by step instructions on how to create a screenshot, please see the following help articles: Taking a Screenshot Attach a File to Your Email Any recent changes to your system (anti-virus update, new hardware ) ? I definitely want to get this resolved for you as quickly as possiblePlease reply directly to this email with as much of the above information as you can, and I'll be happy to assist you further All My Best,Kyle www.BigFishGames.comSwimming in the Pond Tuesday-Saturday [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 your games not workingWe 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 you.I can see that you've canceled your Big Fish Game Club membership on Nov14th, after contacting us onSince it looks like there was some miscommunication involved, I've gone ahead with refunding those charges of $each as of March 23rd, These refunds are being processed as of today and should show up on your bank account in approximately 3-business daysAgain, I apology for any misunderstanding.I understand that you were having some technical problems with your games You mentioned previously that you had spoken to someone that said they had found a trojan on your computer and wanted to sell you protectionI can definitely guarantee that whoever you had spoken with was not one of our techsWe don't offer any anti-virus protection software and would not remote into your system without prior permission being given by you via emailI'm sorry that you experienced that and would like to help you get your games workingI've sent you an email to your [redacted] address with some questions about the problem you're havingI'm also including steps for running our diagnostic program, DrF*This program won't fix the issue, but it will collect the information I need to help youWe 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***’s concerns with this issueContact Us (https://bigfishgames.zendesk.com/hc/en-us/sections/115000328528-Contact-Us)
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possibleIt appears that Ms [redacted] has already contacted us directly through our website about this issue After doing some research, it appears that we responded on Oct27th, 2015, (Incident# [redacted] )I've included our response below:Hi ***,Thanks for taking the time to write back inWe definitely don't want you to miss out on these wins; that’s why to make up for this inconvenience (and because we can see that you've been a great customer) I’ve been able to add 20,000,chips to your account as of this writingThis takes your chip total from 4,869,to 24,869,292, at the time of this writing.If you encounter any other issues in the future, please be sure to include the date and time of the incident, along with any screenshots you're able to provideThis will help us to efficiently research the issue for youI hope I was able to helpIf there is anything else I can do to assist you further in this situation, please let me knowFeel free to respond to this email to get me directly.Best wishes,Cherylwww.BigFishGames.comSplashing in the pond: Tuesday- SaturdayWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issueContact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to their Casino accountWe are happy to assist with resolving this issue as quick as possibleIt appears that Mr [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on Nov22nd, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi there ***,This is Ryan in Seattle here and thanks for contacting usFirst things first, I have to apologize for the wait in response to your original question, as well as that previous message that was sent your wayWe've been running a little behind our usual response time as of late, and this was a response sent to many players at once in an attempt to resolve issues fasterThanks for all your patience!I understand you've recently received a new phone and would like some help getting your old Jackpot City Slots account back onto itI definitely want to make sure you have access to the account you'd prefer to on your device and I can absolutely help you out with this today.Thanks to your help, I was able to locate and move over your old [redacted] account, as well as 4,245,coins from your [redacted] accountThis raises the current coin total from 613,to 4,858,coins.Let's go ahead and uninstall and reinstall Jackpot City Slots on your Android device so these changes can take effectThis will not affect your chips or player information, as they are attached to the account itself, which is stored on our serverYou can reinstall the app on an Android device from the My Apps section of the Play Store appHere are some general steps to uninstall and reinstall the App through Google Play:Open the Google Play Store app.Swipe across the screen from left to right (or tap the Menu icon) to open the Store home menu.Tap My apps.From the list, tap Jackpot City Slots.Select Uninstall.After the app uninstalls, please select Install to download it again.If these steps don’t apply to your device it may be because there are many different Android devices availableI can provide other steps if you let me know the model of Android you are using.Here is a help article with more information about installing Jackpot City Slots:Jackpot City SlotsThanks again for reaching out to us, and I hope I was able to help get everything sorted out for you today, ***If you have any questions or concerns for us to address in the future, please create a new support ticket for any new issue you might encounter and we're happy to be of assistance!Kind regards,Ryanwww.BigFishGames.comSwimming in the pond Sunday-Thursday [redacted] We are always happy to help a customer directlyMr [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Mr [redacted] ’s concerns with this issueContact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com CorrespondenceWe understand that Mr [redacted] has contacted the Revdex.com in regards to an unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMr [redacted] , My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big FishI’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for youI understand that you're seeing a $charge from us and aren't sure whyIt sounds like that a Game Club membership might be involvedThe Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $Daily DealsIn addition, when the monthly $is charged to keep the membership active, you receive a Game Club creditThese credits can then be redeemed for games on our site, at no additional chargeTo redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you wantThe credit will then be automatically applied to the game purchase.Using the information you've provided, I believe I found the source of those chargesIs there anyone in the household named [redacted] who also uses a [redacted] .com address? I've gone ahead with canceling the membership on that account as of Thursday, November 12, There will be no further charges for this serviceI’ve also 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.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 issueContact 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 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 14th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi [redacted] , This is Tim, one of the Tier II team here at Big FishFirstly, I wanted to apologize for the delay in our responseI know it can be very frustrating to not hear back from us for some timeInvestigating these issues has taken much longer than we prefer To begin, I wanted to let you know that I've already refunded the latest purchase of Grim Facade: Monster in Disguise Collector's Edition and The Secret Order: The Buried Kingdom Collector's Edition, as you requestedThis refund of $should be showing up for you in 3-days To explain a bit about our previous response, while the issues are still occurring, we wanted to offer an alternative since things are taking a longer than to be cleared upThe first option would be to try access some new games on a completely new account on our siteWe realize that this is completely less than ideal, but it would provide a way of access new purchases for you on the new Games appThe coupon we included in the last response was to get you started on that if you would like to give that a tryWe'll be more than happy to provide more coupons as well for your recent purchases to transfer them over to the new account if you choose to pursue that option To do this, you'd simply need to go www.bigfishgames.com and then choose the 'Sign In' option (if you are already signed in, you would need to sign out first)Then, choose 'I am a New Customer' and create an account with a separate email address Once again, we know this option is not ideal, but wanted to list it as an option for the time being Another option that may be of help while the issues are still ongoing would be to try activating games through the trial version: 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 againClick on Buy next to the game you're trying to activate.The app should then detect that you've already purchased the game.Click on Purchase History on the right hand side and then click on Activate next to the game.The game should now be activated to the full version We're hoping that one of these options provides a usable workaround for the trouble while we continue to investigate these ongoing problems I hope this helps a bit [redacted] , but please don't hesitate to reply directly to this email if you have any other questions or concerns and I'll be more than happy to help out however I can Sincerely, TimTier II Technical Supportwww.BigFishGames.comI'll be around Tues-Sat [redacted] We are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issue Contact Us https://www.bigfishgames.com/help/?rn=ask
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] ***
Greetings, This is Jon again with Big Fis
t appears that we have addressed all of Ms***'s previous concerns and have nothing further to addWe do encourage them to contact us directly if he has any new issues to discussWe are more than happy to help.Contact Us https://www.bigfishgames.com/help/?rn=ask
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 issue After doing some research, it appears that we responded on June 16, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi there [redacted] , My name is McKenzie, and I'm a dedicated Tier 11+ VIP Support representativeOur Customer Support team sent your email my way, and I just thought I'd reach out and introduce myself Firstly, I sincerely apologize for the delay! It looks like we received one other copy of this email on June 13, but did not receive any othersI'll be glad to take care of this now It sounds as though wins have been few and far between lately, and I understand why that might be discouragingWins are a big part of the fun, after all, and help chips last for longer periods of timeI'd personally send you some more wins if I were able, but Customer Support is unable to impact the odds ourselvesThe best thing I can do is pass on your feedback I do want to mention that there's no real secret to big wins or jackpotsUltimately, these games are games of chance, which means they can be very unpredictableIt's next to impossible to predict what could happen from one spin to the nextThis can result in what seems to be series of winning streaks as well as losing streaks, even if the results would average out in the long haulI know that doesn't make it easier to handle when wins just don't seem to be coming, though I'd love for you to enjoy some time in Big Fish Casino on us, and I've added 30M chips to your accountHopefully those will bring some wins your way As a quick note, I'll be out of the office on Friday and Saturday, so any further replies will be delayedI apologize in advance, and have a great day! Best wishes, McKenzie M.Tier 11+ VIP Support Repwww.BigFishGames.comCatching frogs in the pond Sunday - Thursday [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 Games has resolved the issue with a full refund Many thanks for your help, and all that you do Keep up the good work!
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 I will also be monitoring my credit card to insure that another charge is not posted as of 7-13- Sincerely, [redacted]
Big Fish Recent Revdex.com CorrespondenceWe understand that Mr [redacted] has contacted the Revdex.com in regards to account sercurityWe are happy to assist with resolving this issue as quickly as possibleMr***, My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big FishI’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'm sorry to hear that you're seeing unauthorized charges on your cardYou mentioned contacting us previously regarding a security breach on your accountIs it possible that you contacted us using a different email address? It looks like the first time we were ever contacted was on June 26, 09:PM regarding system requirements for our games(Incident# [redacted] Let me assure you, that our site is secureWe 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 safeWe do not provide anyone access to your account details or share any of your information with other sitesThere are some things we can do to make sure things are secure on your end as wellThe First suggestion is to check that you're using a secure network and not an open networkOpen networks, while convenient in that they give you an internet connection, can also be used to intercept information moving along themThe second thing is to check that you're anti-virus software is up to dateEven if you have the latest update, it's always a good idea to double check that it hasn't been compromisedI personally use Malware BytesMalware bytes is a free program designed specifically to track down and remove malware from your systemI've put a link to this program below for you to download the latest version:Malwarebyteshttp://www.malwarebytes.org/products/malwarebytes_freeIf you find that you're system has been infected, then I highly recommend contacting your Anti-Virus Software providerThey specialize in defending systems from being infected with viruses and spyware, so they'll be in the best position to make sure your computer is clearWe also have a list of steps that you can take to secure your Big Fish account in the following help article:Big Fish Account SecurityWe are always happy to help a customer directlyMr***, you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked 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 issueContact Us http://bigfishgames.custhelp.com/app/ask
We understand that Mr [redacted] has contacted the Revdex.com in regards to recovering an account as well as player’s oddsWe are happy to assist him with resolving this issue as quickly as possibleMr [redacted] ,I pulled up your account and it looks like we've been in touch regarding this inquiry (Reference # [redacted] )I've pasted our correspondence below for your convenience:=====================================Thank you for sharing your Jackpot Magic Slots' Friend Code and renaming your account for verification purposesAs mentioned previously, we take account verification very seriously and appreciate your patience while we collected the proper information to proceed with the request.I've gone ahead and combined the two accounts today, allowing for your original Friend Code [redacted] to show up on your new iPhone Plus going forward.In summary, I’ve moved your account with Friend Code: [redacted] over for you, along with 2,567,coins, 2,VIP points for your $purchase, and likes that will now be included in your main account.Next, let's go ahead and uninstall and reinstall Jackpot Magic Slots on your iOS device so these changes can take effect properlyThis won’t affect your chips or player information, since they’re attached to the account itself, which is stored on our serverIf you’d like steps on how to do this, just let me know and I’ll be happy to get them to you.Here is a help article with more information about this:Uninstalling & Reinstalling (iOS) Also, my apologies to hear that you’ve run into a rough patch latelyCustomer Support is unable to change the outcome of any game, and will be unable to reply further regarding the odds or chances of winningHowever, we’d like to let you know that all slots machines have the same chances of winning, regardless of the player, level, account, or purchases.For more information on the odds please refer to the following help article:OddsIt also sounds as though there were some concerns about being removed from your primary account's ClubI have verified that the account with Friend Code [redacted] continues to be in the "Be Friends Forever" ClubYou can continue earning Club crowns and participating as soon as you open Jackpot Magic Slots today.For your continued patience, as a special one-time courtesy I have credited your account 20,000,complimentary coinsYou should now be able to access those coins by opening Jackpot Magic Slots.=====================================We are always happy to help a customer directly Mr [redacted] , you are always welcome to contact Big Fish Games for any account or game related questions at any 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: https://jackpotmagicslots.zendesk.com/hc/en-usJackpot Magic Slots
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 Wednesday, May 13th, 2015, (Incident# [redacted] I've included our response below: Hi ***, Thanks for getting back to me with that information I'm definitely trying and wanting to help you get to the bottom of any overcharges you're concerned about, and I'm really glad I was able to research your entire purchase history for you We're very regularly offering sales in the game, and listing the entire sale history would take quite a bit of timeI noticed in your earlier messages with [redacted] that you had mentioned only receiving one $package on April 5, but were charged for two I checked on your purchase history again and didn't see any purchases made on April 5, but there are two purchases showing on April during a 3x sale - one was a $chip package, and the other was a $gold package They were both made through Google, and were added to your account at 5:57pm EDTIf you'd like, would you please be able to give me another example of a date/time where you felt you were over-charged for a purchase? Any details and screenshots of purchase receipts would definitely be helpful in my researching this for you I'll provide a link with more information about taking a screenshot in case you'd like to check it outTaking a Screenshot Feel free to reach me by replying to this email and I'll get started as soon as I'm ableCheers, ***www.BigFishGames.comIn the Pond Tuesday - Saturday I can see that [redacted] listed all of your purchases since May 23rd, in a previous emailReviewing those purchases, I can confirm that there were no duplicate purchasesThere were instances of multiple purchases being made, but nothing that indicates that Ms [redacted] was double charged 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
Complaint: [redacted] I am rejecting this response because: I still don't have an outcome I have provided the business with the information they have requested Until I see the charges reversed, this case is not closedSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The "Big Fish Games" has refunded me for only months of billing Yet despite this I did go onto their site and it never states to opt out of the monthly billing once a game has been purchased.I was hoping for a full refund for the entire amount of $but they only refunded $ Bad company to deal with.Thank you for your help [redacted] Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:This is no different than any email that I received from them in the pastTo me, when there happens to be a malfunction within a company's product or service, trying to make the customer feel like he's lying is not the correct responseI no longer require any chip compensation from themWhat I would like is the full refund for all of the purchases made back and I am going to be done with this company for goodI did nothing wrongI simply had an issue occur that could happen to anyone and instead of helping me, they refused to address the issue and instead gave me the reasons why they would NOT help meWhat good, honest business does that? To me, I feel like they took my money and since they already have it, they could care less about what happened or doing the right thingThat is why I want my money refunded, in full for all purchases that I made with themMost businesses would have no issue honoring a request like that and one would think that a gaming site where I technically received nothing in return for my purchases, one would think that they especially would honor that request.That is what I am looking for, nothing more, nothing lessPlease do the right thing.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I provided visual evidence of the win and they won't verify itI expect full compensation for the winning spinSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:It blatantly ignores the contents of my complaint (that I did NOT sign up for a membership) and returns only a part of the money owed As a result of this insulting response I have done some further investigating and discovered a class action lawsuit against Big Fish, which I hope to joinhttp://www.scribd.com/doc/ [redacted] / [redacted] Vs-Big-FishAt this point my main goal is to persuade the Revdex.com to give consumers better notice of these issues The current grade of B does not nearly convey the scope of Big Fish's deceptive practicesI gather you have received a large volume of complaints regarding this, and hope you will consider communicating this more clearly to consumers, including downgrading substantially their rating If this is a B, I can't imagine what a lower grade requires!!Thank you for your help, and please tell me if I can provide you with more information.Sincerely, [redacted] ***
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our Big Fish Game Club membershipWe 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 grandparents un-intentionally signed up for a Big Fish Game Club membership I 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 involvedWithout having their account information, it sounds like a game was purchased for $USD (CAD instead of the regular price of $USD 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 When placing an order on our site with the Big Fish Game Club membership selected, the following text appears directly under the Place Order button: "By clicking "Place Order", you agree to the Big Fish Game Club Terms of Service, and authorize us to charge the credit card or other payment method you've selectedYou will not be billed for Game Club until your month free trial endsAfter your trial, your membership will continue and you will be charged $ (plus applicable taxes) per monthYou can cancel any time from your My Account page." Once 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 If you haven't already canceled that membership, I can help you with thisIn addition to replying here, I 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 possible 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 belowYou 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 her games not working properlyWe 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 May 6th, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi ***, This is Kyle from Seattle, thanks so much for writing in I understand that about half of your games will not load I totally understand wanting some help with this matter and I will do everything I can to help you get your games loaded as soon as possible First, I’d like to apologize for the delay in our response, as well as the last email you received We do our best to make every response personal, but we’ve received an unexpected influx of emails that have made it hard for us to keep our response time to the 48-hour range that we expect We sent out that email in the hopes that it would help as many people as possible while we work furiously to catch up I’m sorry for any inconvenience this has caused you, and I’ll totally help you out right away Thanks so much for sending over the DrFelix report I also want to commend you on trying to troubleshoot this matter on your own In order to troubleshoot this, I'd just like some more information to help me pinpoint the cause of the problemPlease reply with the following information: When exactly did the error or problem occur? During the download/installation process? During activation? or perhaps after that has all been done and this occurs as you start the game If you received an error message, what does it say? If you're seeing any kind of error, it'd be extremely helpful if you could send me a screenshot of it This will give me a closer look at why this issue is happeningTo do this, please follow these steps: Step Select the Search the web and Windows box and type "Snip".Step Select the Snipping Tool Windows Application and click New.Step Drag the cursor around the area you want to capture.Step Select File then select Save As and save the file to your desktop.Step Finally, just attach the file in a reply to this email For more step by step instructions on how to create a screenshot, please see the following help articles: Taking a Screenshot Attach a File to Your Email Any recent changes to your system (anti-virus update, new hardware ) ? I definitely want to get this resolved for you as quickly as possiblePlease reply directly to this email with as much of the above information as you can, and I'll be happy to assist you further All My Best,Kyle www.BigFishGames.comSwimming in the Pond Tuesday-Saturday [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 your games not workingWe 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 you.I can see that you've canceled your Big Fish Game Club membership on Nov14th, after contacting us onSince it looks like there was some miscommunication involved, I've gone ahead with refunding those charges of $each as of March 23rd, These refunds are being processed as of today and should show up on your bank account in approximately 3-business daysAgain, I apology for any misunderstanding.I understand that you were having some technical problems with your games You mentioned previously that you had spoken to someone that said they had found a trojan on your computer and wanted to sell you protectionI can definitely guarantee that whoever you had spoken with was not one of our techsWe don't offer any anti-virus protection software and would not remote into your system without prior permission being given by you via emailI'm sorry that you experienced that and would like to help you get your games workingI've sent you an email to your [redacted] address with some questions about the problem you're havingI'm also including steps for running our diagnostic program, DrF
*This program won't fix the issue, but it will collect the information I need to help youWe 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***’s concerns with this issueContact Us (https://bigfishgames.zendesk.com/hc/en-us/sections/115000328528-Contact-Us)
Big Fish Recent Revdex.com Correspondence We understand that Ms [redacted] has contacted the Revdex.com in regards to our Big Fish Casino gameWe are happy to assist with resolving this issue as quick as possibleIt appears that Ms [redacted] has already contacted us directly through our website about this issue After doing some research, it appears that we responded on Oct27th, 2015, (Incident# [redacted] )I've included our response below:Hi ***,Thanks for taking the time to write back inWe definitely don't want you to miss out on these wins; that’s why to make up for this inconvenience (and because we can see that you've been a great customer) I’ve been able to add 20,000,chips to your account as of this writingThis takes your chip total from 4,869,to 24,869,292, at the time of this writing.If you encounter any other issues in the future, please be sure to include the date and time of the incident, along with any screenshots you're able to provideThis will help us to efficiently research the issue for youI hope I was able to helpIf there is anything else I can do to assist you further in this situation, please let me knowFeel free to respond to this email to get me directly.Best wishes,Cherylwww.BigFishGames.comSplashing in the pond: Tuesday- SaturdayWe are always happy to help a customer directlyMs [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Ms [redacted] ’s concerns with this issueContact Us http://bigfishgames.custhelp.com/app/ask
Big Fish Recent Revdex.com Correspondence We understand that Mr [redacted] has contacted the Revdex.com in regards to their Casino accountWe are happy to assist with resolving this issue as quick as possibleIt appears that Mr [redacted] has already contacted us directly through our website about this issueAfter doing some research, it appears that we responded on Nov22nd, 2016, (Incident# [redacted] )I've included our response below: [redacted] Hi there ***,This is Ryan in Seattle here and thanks for contacting usFirst things first, I have to apologize for the wait in response to your original question, as well as that previous message that was sent your wayWe've been running a little behind our usual response time as of late, and this was a response sent to many players at once in an attempt to resolve issues fasterThanks for all your patience!I understand you've recently received a new phone and would like some help getting your old Jackpot City Slots account back onto itI definitely want to make sure you have access to the account you'd prefer to on your device and I can absolutely help you out with this today.Thanks to your help, I was able to locate and move over your old [redacted] account, as well as 4,245,coins from your [redacted] accountThis raises the current coin total from 613,to 4,858,coins.Let's go ahead and uninstall and reinstall Jackpot City Slots on your Android device so these changes can take effectThis will not affect your chips or player information, as they are attached to the account itself, which is stored on our serverYou can reinstall the app on an Android device from the My Apps section of the Play Store appHere are some general steps to uninstall and reinstall the App through Google Play:Open the Google Play Store app.Swipe across the screen from left to right (or tap the Menu icon) to open the Store home menu.Tap My apps.From the list, tap Jackpot City Slots.Select Uninstall.After the app uninstalls, please select Install to download it again.If these steps don’t apply to your device it may be because there are many different Android devices availableI can provide other steps if you let me know the model of Android you are using.Here is a help article with more information about installing Jackpot City Slots:Jackpot City SlotsThanks again for reaching out to us, and I hope I was able to help get everything sorted out for you today, ***If you have any questions or concerns for us to address in the future, please create a new support ticket for any new issue you might encounter and we're happy to be of assistance!Kind regards,Ryanwww.BigFishGames.comSwimming in the pond Sunday-Thursday [redacted] We are always happy to help a customer directlyMr [redacted] , you are always welcome to contact Big Fish Games for any account, Big Fish Games app, or game related questions at any timeIn the future the best way to reach us is through our Contact Us Page linked belowI have also emailed you directly through our Customer Support email systemIf you reply directly to that e-mail or the link below, I'll be able to work with you personally to get this matter resolved in the quickest way possibleYou can also reply with the info through this Revdex.com contactWe hope that we have addressed Mr [redacted] ’s concerns with this issueContact Us https://www.bigfishgames.com/help/?rn=ask
Big Fish Recent Revdex.com CorrespondenceWe understand that Mr [redacted] has contacted the Revdex.com in regards to an unwanted monthly chargeWe are happy to assist with resolving this issue as quickly as possibleMr [redacted] , My name is Jon, I’m one of the Customer Support Tier II Billing Specialists here at Big FishI’d like to start things off by first thanking you for your patience, and assure you that I’m going to do everything I can to get this matter resolved for youI understand that you're seeing a $charge from us and aren't sure whyIt sounds like that a Game Club membership might be involvedThe Big Fish Game Club is a monthly subscription that gives members exclusive benefits such as 30% off games (including Collector’s Editions) and our $Daily DealsIn addition, when the monthly $is charged to keep the membership active, you receive a Game Club creditThese credits can then be redeemed for games on our site, at no additional chargeTo redeem a credit, simply sign in to the web-site and click the 'Buy Now' button for the game you wantThe credit will then be automatically applied to the game purchase.Using the information you've provided, I believe I found the source of those chargesIs there anyone in the household named [redacted] who also uses a [redacted] .com address? I've gone ahead with canceling the membership on that account as of Thursday, November 12, There will be no further charges for this serviceI’ve also 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.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 issueContact Us http://bigfishgames.custhelp.com/app/ask