Double Down Interactive LLC

My name is Kimberly O' [redacted] , SrManager of the Customer Experience team I have reviewed Mrs***'s complaint that she purchased chips for $to play the DDI casino games, and then hit a jackpot which did not pay her correctly This is the first contact we have ever received from Mrs [redacted] and the first report of incorrect winnings in the DoubleDown Casino We do have the ability to look up all jackpot winnings within our casino and verify winners and payouts Unfortunately, when reviewing jackpot winnings, we do not see that Mrs [redacted] hit any of the jackpots within our casino It is possible, Mrs [redacted] had a big win that she feels was not paid out properly We would need additional information to try and verify any incorrect payouts such as the game she was playing, time, any screenshots or videos she has which allows us to look into her specific claims In the future, we would encourage Mrs [redacted] to contact us directly and immediately via our Help Center (www.support.doubledowncasino.com) with detailed information This will allow us to quickly look into any issues and respond directly back to her We value Mrs [redacted] as a player and as a one-time goodwill gesture have credited her account ( [redacted] ) 300,000,chips which is equal to the last purchase she made on October 31, for $in which we ran a 3x sale We wish Mrs [redacted] the best of luck in the casino! Best, Kimberly O' [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meDouble Down Casino should look into a better tracking system to monitor every players chip usage that purchased chips with real moneyThe response from Double Down trying to blame chip loss on personal confusion on my part with my multiple accounts is rediculousI work with computers and know the difference between up and downI'll accept the offer although on my Facebook account that I don't even use, because I will no longer purchase anything in the future with double down casinos as a result of this incidentI hope other buyers in the future are aware of this potential problem with this company.Sincerely, [redacted] ***

My name is [redacted] , SrManager of Customer Experience at DoubleDown I spoke to [redacted] on 5/12/and confirmed she had received the chips she purchased Ms [redacted] indicated she tried to get a notification out that she had received her purchased chips but it was after she filed the Revdex.com complaint As a goodwill gesture, I credited Ms [redacted] account with 50,000,chips Ms [redacted] was very pleased and indicted she considers this matter resolved Best, [redacted] Head of Customer Experience | DoubleDown | IGT [redacted] @igt.com

Complaint: [redacted] I am rejecting this response because: I did speak with Kimberly yesterday as she mentioned in her replyFirst of all she claims that I received million chips twice, once at the end of January and the other shortly afterI do remember as I told her yesterday that I did receive million chips after I had made the complaint to the Revdex.com, but the second million chips I did not get those even though she was adamant to say that I didShe also mentioned in the conversation that all players were advised of the upgrading that the casino was doing through a post that they had put onlineI NEVER saw that posting and I open that casino everyday but she again said that it was there, maybe I would have not lost all those chips if I knew what was going on with the casinoShe also mentioned in the conversation that this was my third complaint to the Revdex.com, which I corrected her and told her it was only the second and she said there was probably one that was done and you didn't need to have done it, then who didwell that makes no sense Anyway after speaking with Kimberly I felt that everything that I was saying was just being put by the waste side and I felt that she thought that I was not telling the truth, and I told her that I had this feeling many times during the conversation, but she kept saying it wasn't the case even though she disagreed with everything I said and she was always rightAnd by the way I have had no communication with Kimberly since last January this is the first time since then that I have spoken with her, not what she said in her response that SHE has spoken extensively to me in the last past monthsIt has been Shelley that I have been dealing withI am not out to get what I don't think that I truly deserve or I would not waste my time, but the principle of the matter is that they can't always be right and I as the customer to always be wrong, shouldn't it be the other way aroundIt is very degrading when you are speaking with someone and you know that they think you are not honest, well that is not the case the compensation of chips is just a small piece of the equation the principal of the matter is the rest.Sincerely, [redacted]

We appreciate the feedback from Ms [redacted] and do not disregard any of the comments she has made I have researched her account extensively and can confirm we have given her very fair compensation over the past months DoubleDown had messaging posted on our Facebook wall which was part of a mandatory technical upgrade we were required to complete at the end of April, We also had maintenance windows up on our website when work was being performed, as customers were not able to play on our site during this time Again, I am sorry to hear of the frustration from Ms [redacted] but we have done everything possible to compensate her multiple times for her frustrations At this time, there is nothing else I can do besides thank her for her feedback and for her support of our casino We do appreciate her business and continually strive to give all of our players the best experience possible on the DoubleDown Casino site.Best,Kimberly O [redacted] Head of Customer ExperienceDoubleDown

My name is Kimberly O [redacted] , SrManager of Customer Experience at DoubleDown This is in response to the complaint by Mr*** We have thoroughly researched the multiple DoubleDown accounts Mr [redacted] plays on and were unable to find any instances of missing chips We do see Mr [redacted] played the chips in the casino and perhaps the multiple accounts Mr*** uses to play drove confusion around his chip balances We have given a one-time courtesy credit to Mr [redacted] of 300,000,in his Facebook account under the email address: [redacted] @yahoo.com.I hope Mr [redacted] is satisfied with the credit we have given to him and wish him the best of luck in the casino.Regards,Kimberly O [redacted]

*** *** has not contacted our Help Center regarding unauthorized purchases, and we did not have the ability to address this issue through our channels. If a customer shares computer and/or mobile devices with others, we recommend consistently logging out of any accounts where
there may be sensitive information, stored payment methods, and/or accumulated items that could be used or lost, such as virtual currency.We also recommend our customers take advantage of the parental controls offered by Google Play to prevent unauthorized activities by other device users in a householdWe have provided the links to each app store's instructions on enabling these featuresGoogle Play password protection: https://support.google.com/googleplay/answer/1626831As stated in our Terms of Use, all sales are finalWe are unable to refund any of purchases in this customer's purchase historyWe can only recommend increased security awareness and apologize for the inconvenience

My name is Kimberly O'***, SrManager of Customer Experience. I called and spoke to *** *** on 9/16/at 11:10am PST. Ms *** has different Facebook accounts associated with her name, address and household as well as two DoubleDown guest accounts. Purchases are
being made on all seven accounts and I can confirm the chips have been deposited in the accounts where the purchase was made and played down in the casino. Ms*** indicated that some of the accounts are used by her husband and children. As per the DDI Terms and Conditions, it is against our policy for children under the age of to be engaged in activities within our site. If Ms*** is not making the purchases and playing in the DoubleDown casino, then someone in her household is and she was not aware children are not allowed to play on the DDI siteI'd advised Ms*** we will not be refunding her payment or crediting chips as the chips were received in to the accounts from where the purchase was made and played in the DoubleDown casino. I also advised Ms*** that children under the age of are not allowed to use the DDI site.We will consider this matter closed.Best,Kimberly O'***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank-youSincerely, *** ***

My name is Kimberly O'*** and I am the SrManager of the DoubleDown Customer Experience team. I have received and reviewed the complaint by Mr***. I do see on April 20, there were purchases made via iTunes for $each. These purchases appear to be specific
purchases and the chips were played down in the DoubleDown casino.
Unfortunately, DoubleDown is not a payment processor. As such, we do not have insight or issue refunds on purchases made through Apple. DoubleDown does not have access to any players iTunes account. If Mr*** feels these purchases were made without his authorization, he will need to contact Apple a second time to request assistance or contact his credit card company for investigation into the charges.
Best,
Kimberly O'***

Complaint: ***I am rejecting this response because: The slots are set entirely too tight and when you contact them about it they ignore you that's the reason among many I am asking for my money backSincerely,*** ***

My name is *** *** SrManager of Customer Experience at DoubleDown. We have reviewed Ms*** account and in particular looked at her chip balance history from May 1-19, 2015. We were unable to verify any missing chips on the ***@windstream.net account.
This does not mean the issue did not occur, we are just unable to verify the occurrence. As a special courtesy, we have added 300,000,chips to her account which is equal to your most recent purchaseWe hope you have a great day and hope those chips bring you good luck! We believe Ms*** will be satisfied with the resolution to this issue and we wish her the best of luck in the casino! Regards, *** ***Head of Customer Experience | DoubleDown

Mr***,
My name is Kimberly O*** and I am the SrManager of the Customer Service team at DoubleDown. I have reviewed your complaint and wanted to address your concerns. I do see that you have had many contacts with us in the past as you feel the slots are not paying
out enough. Most recently, you have contacted us on 10/2/regarding a pyou were seeing on your screenAs we needed more information to investigate, we asked you for the screenshot capturing the errorWe have not received any further communication from you regarding this issue
There have been a total of purchases on DoubleDown in the month of October, Our records indicate all these purchases were successfully delivered to your account and the chips were subsequently played down in the slots games Sumatran Storm, White Orchid, Crystal Slipper, and Nighty Nightmare
If your records differ, we recommend that you contact Facebook as they processed these payments. Facebook is responsible for charging your payment account and processing your payments. If any charges were made without your authorization, please contact your financial institution to report the breachFraudulent purchases must be handled by the bank or credit card company directly
We thank you for being a valued member of DoubleDown and the Red Diamond Loyalty program!
Best,
Kimberly O***
SrManager, Customer Service
DoubleDown Interactive

Complaint: ***I am rejecting this response because: The game got stuck several times and no spins were awarded. I have given them several chances to correct. They are a bad company!Sincerely,*** ***

Complaint: ***I am rejecting this response because: it's *** *** and they are not even listening to me The *** that called me was just that a ***And I couldn't even get anything through to her They are extremely unreasonable and completely rude They should change their name from double down to trouble down Sincerely,*** ***

*** *** contacted our Help Center on 5/27/(Ticket #***) in regards to six unauthorized purchases made on their account on 5/26/totaling $We informed this customer that each of these chips packages that were purchased added to their account and were subsequently played
down in various DoubleDown Casino games. Per our Terms of Use we do not provide refunds except in our sole and absolute discretionAs we are unable to verify who is logged into a customer's Facebook account, making purchases or playing the game, we do not provide refunds for customers who spend their in-game credits on our gamesNormally we can only recommend increased security awareness and apologize for the inconvenienceHowever, as a courtesy, we provided one refund through Facebook on 5/30/for the most recent $purchase made on their accountWe also disabled their account per their request.Unfortunately, we cannot provide any further refunds for these purchasesWe cannot verify whether a purchase was authorized or not, and the customer's play data did not show any technical errors or inordinary gameplay

My name is Kimberly O'***, SrManager of Customer Experience at DoubleDown. This is in response to complaint id ***.I also spoke to Ms*** on 5/19/and reviewed my Revdex.com response with her as she indicated she did not get the response from the Revdex.com. The response that I
gave to Ms*** is that over the past few months I had spoken to her extensively regarding her frustrations. Since January, we have given Ms*** 265,000,courtesy chips for different issues. We take pride in treating our customers fairly and consistently and do not give out courtesy chips to customers because of complaints into the Revdex.com. Should Ms*** continue to experience high levels of frustration, we would accommodate her request to disable her account. In her complaint, Ms*** requested a compensation of 100,000,chips instead of the 10,00,she was given, however, we feel she has been given a significant amount of courtesy chips up to an including chips that were comped on May and May 5, and will not be given any additional chips.Regards,Kimberly O***SrManager, Customer ExperienceDoubleDown Interactive

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] I strongly feel you should refund all or atleast one half of the money instead of being greedy all the time and the slots clearly show just how greedy you really are

This is in response to a complaint filed by [redacted]. 
My name is Kimberly O[redacted], Head of Customer Experience for DoubleDown.   We have thoroughly reviewed Ms. [redacted]'s account and firstly, are sorry for any confusion caused by the interrupted purchase process....

It sounds like Ms. [redacted] encountered some issues with the visual display of the in-game store. However, it is clear that the chips were successfully delivered, matching the purchase actions she had initiated. This can be demonstrated by viewing her chip balance throughout the day of 12/7/15, her transactions, and her actions within the game that depleted the chips.  At the start of the day (6:00 AM Pacific), Ms. [redacted]'s chip balance was at 1,000. 1,000 chips is not enough to take most actions within the casino. She purchased 3,000,000 chips. Whether or not the purchase process appeared to be completed, she then had 3,001,000 chips, allowing her to play the Double Diamond slot game. We can see that she proceeded to win 4.8 million chips, bringing her chip balance to 7,800,000. At that time, it seems she stopped playing for about 40 minutes.
When Ms. [redacted] started playing again, her chip balance was shortly depleted through slot wagers on Double Diamond. Several hours later (11:38 AM Pacific), she logged in again and purchased 3,000,000 chips. Again, the chips were successfully delivered. Even if she wasn't convinced the purchase was going through, she was able to see that the chips were added, allowing her to continue playing.  Throughout the day of 12/7/15, her activities in the game clearly show the purchases made, the chips delivered, and then the actions taken to deplete those chips.
In October and November of 2015, Ms. [redacted] wrote to our support team to report issues with free promotional chips. On the subsequent occasions when she encountered the purchasing issues she described in this complaint, she did not contact our team for help. She did continue to initiate purchases and receive the chips.  If Ms. [redacted] ever has any uncertainty regarding the success of a transaction in our game, we encourage her to contact our support team via the help site: https://doubledowncasino1.zendesk.com/hc/en-us
As we can see, she has continued to play and make purchases since this complaint was filed.
Ms. [redacted] wondered about red flags being raised by her purchasing pattern on this day. We do not make any claim to oversee player behavior in that respect. Her bank or credit card company may offer some kind of spending limit option she could set through their tools. Also, the purchases made on an iOS device are processed by Apple/iTunes, and they offer security measures she can take advantage of, such as the option to be required to enter your password for every purchase vs. only once within a certain time frame.
Unfortunately, it is impossible for us to refund purchases made through Apple/iTunes. We can only recommend that she inquire with their support team directly on activity monitoring of her purchases.
We appreciate Ms. [redacted] as a player of the DoubleDown casino and wish her the best!
Regards,
Kimberly O[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Double Down Casino should look into a better tracking system to monitor every players chip usage that purchased chips with real money. The response from Double Down trying to blame chip loss on personal confusion on my part with my multiple accounts is rediculous. I work with computers and know the difference between up and down.. I'll accept the offer although on my Facebook account that I don't even use, because I will no longer purchase anything in the future with double down casinos as a result of this incident. I hope other buyers in the future are aware of this potential problem with this company.Sincerely, [redacted]