Big Fish Games
Reviews and Complaints

I don't see how it is possible that a whole club can play the reels and not one jackpot? That is at least 12 people were playing and 99% bought in.
Absolutely none of us can win. In a 24 hour period we are lucky if we have 4 bonuses not including the challenges.
I am so tired of buying and buying and losing it without even a blue hand.
We are spending real money on fake chips for enjoyment. But you have taken all of the fun away because we can't win
And don't get me started on your Rewards program. I am/was a faithful player buying chips every month when I got paid. And my big weekly reward is a laughable crying joke tier 10 & tier 8 and I get 9 million chips a week.
BIG THANK YOU NO REASON SO MANY PEOPLE ARE LEAVING THIS JOKE OF A GAME.

On the 7th May 2019, I purchased $14.99 and $19.99 to a game called cooking craze with Big Fish, I checked my bank and the money was pending, so i played the game anyway, the next day i checked my bank again, and the money had gone in, receipt sent to me from Apple itunes, while playing the game the balance still had not shown the $14.99 and $19.99 that i had purchased it is 3 days now and still no balance showing, I am concerned about this as i am always a prompt payer but i am confused to why it has not gone into the game. That is alot of money that is missing when it should be in the game, i would like it put into the game or refund back. Nearest reply appreciated.

I have been playing this game for years. For the longest time it was fun and fair, but that was when I would buy chips on occasion . Since I have not bought chips in a year or better they control my betting, for instance if I am sitting on a pair of over cards pre flop it will not let me bet, only check. It knows if I have a winning hand before all cards are dealt and controls my betting. At first it was ever so often but now it is every time! I would not recommend this App/game to any one . I plan to just play until my $370, 000, 000.00 is gone.

Zero response from customer service. Plus i was charged twice as much when purchasing coins for the game. Advertised for 2.99 and i was charged 5.99. I hear it everyday from other players. Big fish big ripoff! Company needs to be investigated and sued. Also who in there right mind will pay 10.00 for a hidden adventure puzzle app!? Greedy company who wants your money and thats all.

There is a daily friend bonus so i have always accepted friends however Big Fish is now innundated with new profiles of good looking men who start messaging. Their english is flawed, they claim to be engineers or armed forces, widowers, and ask questions about marrital status, age, financial security, property ownership. In 2 weeks i have had over 100 such requests. I block them and have reported them to Big Fish but the app needs to work on stopping this type of scam.

Complained officially that my purchased game does not play on my computer and asked for credit for my purchase with no response what so ever over the past months.
This game has downloaded to my computer desktop. I have tried re-installing this game but each time I try to play this game, it is painfully slow...making it impossible to play. I am familiar with and play successfully several other Big Fish Games and do not have this problem. I am surprised that Big Fish Games will not respond to my communications with them and find this to be very unprofessional on their part. In general it is difficult to get assistance on games. I pay for full membership and expect response when I have this kind of problem.

Good day
Hopefully you can assist me.
1) On 12Th Oct I won a mini jackpot of 50, 000, 00. I was paid 9, 500, 00 on a 2.5mil bet.
Parker at big fish later paid me a further 34, 000, 00. This still does not add to 50, 000, 00.
Parker sent me a mail telling me I must gave only won a 9, 500, 00 jackpot. This is not possible as there is no such jackpot amount in Jackpot city. My screenshot shows the jackpot I was suppose to get as well as what it paid and M for my 2.5M bet.
2) On the 1st day BF brought Zombie back in Oct, I won my biggest win of 708, 400, 00. I only realised later that i was not actually given the chips and took a screenshot.
Parker sent a mail to say that a persons BIGGEST WIN is accumulative not a big win. If so then what is the difference between TOTAL winnings and biggest win? Surely a biggest win is just that.
I replied to Parker at BF with these 2 issues and since then I'm being totally ignored.
Surely BF can see i wasnt actually given my biggest win in chips.
Both incidents happened in Oct 2018.
I spend alot of money on the game and all i ask in return is to be paid what i won and support from BF.
My email is liza.[protected]@gmail.com
Friend id on BFC is #[protected]

BIg fosh casino games are rigged to pay high payers that pay thousands of real dollars huge wins and make people pay more and more and get nothing back. They turn off wins if you dare to complain and isolate you in empty scatter rooms so you have no options but to purchase their chips. They play favorites with one player out of the club so that others buy. They rigg their slots so reels skip, you get booted and slow network to make you lose tournaments. They also have employees play and give wins to their friends. If you're don't have connections you just pay and lose!

Greetings:

I will start by saying I love Big Fish games but not their ethics.

I came back to Big Fish a couple of weeks ago after several years after seeing a $2.99 game add for new users. I considered myself a new user. Signed up only to discover "Sorry. That's only for" other folks. Well, I accepted that, paid (and, per a check of my PayPal deductions page) was charged the $6.99 fee and moved forward.

About a week ago, I tried to use a few codes I saw on the site and on Retailmenot. They didn't work, either. Moved forward.

Now, just this morning, I saw the attached main page Daily Deal Ad for the Vacation Adventures: Cruise Director 4 game for $2.99 as well as the attached link-to-page ad, which shows the same thing.

Yet, when I click "Buy Game" it takes me to a checkout page where the game is listed as $9.99. (See last of three attachments image).

With all due respect, this is pretty disconcerting. Even if there is some explanation for this, I'm pretty sure plenty of folks are being duped into pay $9.99 either accidentally or out of frustration over having to spend more time on something.

Sincerely,

Southgirl63 Big Fish Member not receiving Big Fish "deals"

I am a wounded warrior. On a fixed income. I friended this lady name Jen . Later to find out her name is Jennifer likens . She works for big fish casino as a monitor . Her cohort never45 name Edward lives near Boston. She tried to date me when she found out I lived in Michigan she's not far . I said no I'm in a wheelchair to old for a relationship . So she friended my daughter and asked about me . Then she came in rooms after I unfriended her as Heidi . Iseeyou. Debbie. Deb. She said I'll always find you. I had over 590 million chips on bfc party I had over a billion and a half right under two billion. My kids buy me chips monthly . These two followed me and my daughter from room to room they made sure we lost in every game . But when his girlfriend came in dragon high roller she was allowed to hit the biggest jackpots while they laughed I have complained no help. I emailed about losing everything getting booted from rooms bfc sent me minimum chips but it's them it's still happening we unfriended them they still find us now we're both broke and can't go to either site your people are corrupt it's not fair I have to endure this or my daughter . This morning I went in a new game I don't have 20 million chips now she came laughed only a big fish person can find you when there not on your friends list . I've been with bfc through three owners and it's the worst it's been I can't afford to buy my kids buy me chips you have to do something please . I'm in a wheelchair do I play games to pass my day and your people needs to be fired . I was told if I emailed bfc it get worse I have nothing left what's worse

I am still getting billed after I closed and deleted my old account.
account number as near as I can tell from my back account:
[protected]
account name: chuck messinger
please stop billing this account

I stopped using it back in 2014 and I am still getting billed and I do not use that account anymore. Plus since I uninstalled it from my PC, and got a new PC, I do not remember any of my info from that account. However, I do have a newer account and the user name is nobras4uu, but I am not using any games that cost money at this time.

See attached email correspondence. It gets confusing but in essence I got stuck on Episode 8.4 of Beyond the Kingdom Collectors Edition, looked for a forum and so the saga began. I've received nothing but generic, unhelpful replies and a voucher for a free game. I want a solution to my problem that's all, hope you can help:

[Big Fish Games] Re: No games forum
Yvonne
Sep 17, 1:32 AM PDT
Having trouble on Episode 8.4, the in game walkthrough is incorrect - you run out or resources to complete the task and there's no game s forum to see if other people encountered the same problem and how they solved i

Samantha (Big Fish Games)
Sep 18, 2:13 PM PDT
Hi Yvonne,

This is Sam. Thank you for writing in. I understand that you are unable to proceed in your game and you can not find help in our walkthroughs. I am so sorry to hear that and understand the frustration about that. I'm happy to look further into that for you.

The software powering our forums has been fragile for quite some time, and it has been determined that we are unable to sustain them while also maintaining the first-rate customer experience via other channels that our players have come to expect.

On April 30, 2018 posting and private messaging was disabled on the Big Fish Games forums. This was a difficult decision and was not reached without a thorough investigation of all of the options available, including the creation of a new forum. After looking into all of the options, it was determined that there was not a viable solution to replicate the scope of our forum, or preserve the years of knowledge within.

For more information, please see the following help article: Forums

While I'm unable to provide troubleshooting assistance on my end, we do have some specific troubleshooting instructions that may help you out:

Uninstall and Reinstall a Game

You can also use the previous replacement coupon code from the last email to get another standard version game that you like.

Just in case you need instructions again on how to use that coupon code, please refer to this help article:

Using a Coupon Code

I hope I was able to help you today.

Kind Regards

Sam
www.bigfishgames.com
Wading in the Pond Monday- Friday

Yvonne
Sep 17, 1:50 AM PDT
Beyond the Kingdom Collector's Edition is the game I'm having trouble with and can't find a forum for (was in the title of my original message but can't see it now).
Thanks for the games voucher and look forward to hearing from you once you've had a chance to check things out.

Yvonne
Wed, Sep 19, 8:34 PM (2 days ago)
to support+id1267162

Hi Sam, disappointed that you no longer host forums. Not being able to ask other people who've also purchased the game, impacts detrimentally on a " first-rate customer experience ". Please do look further into the problem I raised and which led me to look for a forum solution - " Having trouble on Episode 8.4, the in game walkthrough is incorrect - you run out or resources to complete the task" ( Beyond the Kingdom Collector's Edition ). Maybe the developers can help and identify if others have had the same problem - can't believe I'm the only one!

Thanks.

Samantha (Big Fish Games)
Sep 19, 12:51 PM PDT
Hello Yvonne

Since we don't want you to be stuck with a game you can't play, I've gone ahead and issued you a coupon code. You can use this coupon to get a different full priced Collector's Edition on our site.

Here's that coupon code for you:

RZMNX-HWDT2-N3PYX-K2WZ3

This coupon is easy to use and will expire Dec. 31st. 2019. For step by step instructions on using a coupon code, please refer to this help article:

Using a Coupon Code

Enjoy your day!

Sam
www.bigfishgames.com
Wading in the Pond Monday- Friday

Yvonne Gauld
Thu, Sep 20, 8:10 PM (20 hours ago)
to support+id1267162

Sam, I'd like to escalate my complaint, it is totally unacceptable that you sell a game you're not willing/able to support. Simply telling your customers to give up is not on. The credibility of your company is in serious jeopardy - imagine if a shop on the High Street did that, they'd soon be out of business. I've bought games from Big Fish for years now and only rarely had to use a forum but at least one was there if/when I did need it. I don't care how fragile your software is, you've sold me a product and are not willing to provide the requisite level of customer service to support it - that's fraud!

Please don't try to fob me off. I want a solution to the problem I raised with you, not vouchers, bog standard replies or platitudes. I'm very disappointed.

Samantha (Big Fish Games)
Sep 20, 12:15 PM PDT
Hi there

While I'm unable to provide troubleshooting assistance on my end, we do have some specific troubleshooting instructions that may help you out:

Game Crashing, Freezing, or Blank Screen

You can also use the previous replacement coupon code from the last email to get another standard version game that you like.

Just in case you need instructions again on how to use that coupon code, please refer to this help article:

Using a Coupon Code

Have a nice rest of your day

Sam
www.bigfishgames.com
Wading in the Pond Monday- Friday

Yvonne Gauld
Thu, Sep 20, 9:15 PM (19 hours ago)
to support+id1267162

Sam, I'm not an idiot please stop treating me like one. Simply referring me to sites that have nothing to do with the problem I'm having doesn't cut it. Please ask your line supervisor to deal with this matter.

Samantha (Big Fish Games)
Sep 20, 2:09 PM PDT
Hi Yvonne

I am sorry that there isn't a forum for your game Beyond the Kingdom Collector's Edition. I understand that you would like to get this game working, and I do apologize that we're currently unable to provide direct steps to help.

Because we're unable to troubleshoot, we're unable to reply further regarding this specific issue. However, if you do have another issue or question, please feel free to contact us by sending in a new email.

Kind Regards

Sam
www.bigfishgames.com
Wading in the Pond Monday- Friday

Yvonne Manging Director
Sep 20, 2018, 10:24 PM (18 hours ago)
to support+id1267162

Do you have a formal complaints procedure? If so kindly provide their contact details, I'm clearly getting nowhere here. It is simply unacceptable to say you are unable to help - that's just not good enough.

Yvonne Gauld
4:51 PM (0 minutes ago)

to support+id1267162
As you've chosen to simply ignore me I will take the matter up on social media, complaints boards in the UK and USA and with your CEO Paul Thelen and Managing Director Jeff Carp:

You won't disclose your complaints procedure
You won't refer me upwards to your line supervisor
You state " we don't want you to be stuck with a game you can't play" but have done exactly that.

I have been playing Big Fish Casino for almost 9 years. Spending a lot of money to become Vip Tier 11... Big Fish Casino have been blocked my gold for years now. I have been trying and trying to have them fix it, but funny no one can't fix it. How can't they fix they own games 🤣 I can tell this is how they get me to buy fake chips, if want to play they Casino slots games. How sad this game used to be fun, but now all u get is losing no matter what buy lose buy lose . So ripped off .

If you feel ripped off contact Washington state gamblers commissioner and take there back sides to court many have and this company need to learn a hard lesson ... STOP RIPPING PEOPLE OFF AND STOP INGNORING THEM ON EMAILS. You will find you can sue them.. do your home work on this company or get a private company to do it for you... some suprises will pop up.

I'm due 126 mil my emails are being ignored I'm in touch with Jeff Karp executive of big fish games personal messages sent... Tate on customer service is ignoring my emails I'm fuming... I've paid now I want what I've paid for due now is 126 mil.. I'm saving and sending all corressponance to Jeff karp also.. so the quicker this matter is solved better for all.. and I'm in contact with Washington gamblers commission to... as this will have to go to next level if the right thing isn't sorted today.. receipts have been sent but ignored.. so I've paid now I want this adding to my account 126 mil owed onto my player is number [protected] thankyou..

I have been playing gummy drop for over a year. I have been playing everyday on my tablet. I get my daily bonus everyday. Some days I can only play one game so I can receive my daily bonus because of my schedule. twice know I have lost my daily bonus and had to start over to day one. I was up to over 200 + days. I feel this is not right. I should not have lost my bonus and start all over to day one. I feel that you should give me my bonus back. I would of been over 400 days. I would like to know why am I loosing my bonus and have to start over to day one.

I am pretty new to a club, my number is Gorgi, [protected]. I want to complain about how I have issues with the reels keep spinning and I am unable to stop them. This has been happening a lot over the past week or so. I loose money I bet and yesterday I couldn't even finish the rival reels. I have lost a lot of coins due to this.

I don't know if you can help. The other thing is the reels are so tight and it's no fun loosing all the time. I may just quit.
Kathy

Their customer support will not or cannot help their customers if there is a problem. I brought many games and enjoyed them. I changed my sign in information but for some reason it does not work. I contacted customer support for help like their website asked their customers to do. The problem with trying to contact customer support is you can't reply back to the email. You have to talk inside a link in their email. The problem was the link was dead and they kept sending me the same email, which of course was no help. I can't shop there no more by creating another account because if I need help there is no way to get it. This experience made me see the company in a new light.

Hello
I would like to make a complaint about your game Cooking craze
The game keeps cutting off in the middle of a game and goes back to my homescreen.
Because of this, I have lost a lot of money over the past year. -example- I've just bought a boost and extra life and it cuts off, when I get back on the game I have lost the life and the boost is gone . There are other examples if you would like to hear.
I would request that you reimburse me with spoons or coins. Its cut off so many times i lost count.
Thank you so much for your time and I am sure you will correct this.

Thanks again
Anne-Marie