Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want this ************ seems the website wont allow me to . Emails are returned saying I must activate my email.

  Business Response

  Date: 10/09/2024

  The customer has copntacted us yesterday on the 8th Ocober 2024 which we respnded to yesterday.

  The issue is that the customer is trying to sign in with a completley different email to whay her account was setup with.

  Had they contacted us [preior we would have been able to assist them however they did not.

  This is a customer error not knowing the email Please see opur resonse sent in a efficeint timely manner yesterday.

  Ticket 225044

  [email protected]

  Thank you for contacting iWin Support.
   PLEASE NOTE THE EMAIL YOU HAVE SET YOU ACCOUNT UP WITH
  The iWin All Access subscription for the account listed below has been canceled.
  suepeasue [email protected]  
   
  We hope that you enjoyed your time as an All Access subscriber. We are sorry to see you go, and do hope you will choose to come back in the future!
   
  Please note that you will still have access to the iWin site until your subscription expires on 26th October 2024.
   
  For further information, please click HERE for our Terms of Service.
  
  Best Regards,
  iWin Customer Support Team

   

• Initial Complaint

  Date:03/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been purchasing i win games for at least 30 (or more) years and I am now an elderly citizen who believes she is being taken advantage of because of my age! THAT is illegal and I do not wish to take this further if I can achieve either access to my games (ALL of them, particularly those from the last few years), or suitable reimbursement. Now they want me to re-purchase games I have already bought and they no longer have the games, but I have the names of most of them, from the last few years. The website used to say that once we paid for games, they were 'ours' for life-time. Now I admit they do not say mine or theirs, however, I can certainly assume now that it is not mine! This is a very poor way of doing business, taking advantage of the elderly and/or military and I qualify for both categories and the last 3x as a Navy brat, an Army widow (at 22) and an Army wife for the last 58 years. These games have kept me content through COVID 1`9 (almost got me but I said I am tough) and a 6-hr spinal surgery with over 6 mos of therapy but I think just like I finally did with Big Fish, I will delete my ONE account and hope for a fair settlement.

  Business Response

  Date: 03/19/2024

  Customer contacted us via Customer support ticket on Saturday 16th March 2024 Ticketr numer ******. We requested further information that is all no mention of not being able to retrieve the games.

  Thank you for contacting iWin Support.
   
  I have read you email and before we can assist you further we have to locate your account and look into your issue.
   
  On checking our systems no account is located please provide further details for us to investigate 
   This is what was sent :

  Ticket ******.
  Unfortunately, we are unable to locate any account/subscription/game purchase(s) with the information you have provided.
   In order to proceed with locating your account/purchase(s), please provide as much of the following information as possible:
   The Payee, exactly how it is listed on your statement. For example, 'iWin Games'.
  The last four digits (only) of the credit card and/or the postal (zip) code associated with the billing address for the card.
  The email address that was used to make your purchase, or any other email addresses that *** have been used to make your purchase or create your account.
  The date & amount of the charge(s).
  If you used PayPal as your payment method, please provide the email address your PayPal account is under. 
  With the above requested information, we should be able to find your purchase record.

  However instead of working with us the customer decided to make these untrue accusations against us.

  We have locate the account and the games are all on the customers account, what they require now is how to retrieve them and sign in with the correct credentials, which I have now a sent to customer today now that the account has been located.

  Different email : ************************ this is what the account was setup with and the email required to activate the games purchased , they will not get access if  they use another email.

  This will ALL be advised to customer in a Customer Support ticket being sent today.

  Games are sometimes removed if Developers of the games decide to do this example old game unable to support on a upgraded system, customer computer does not have build to support we have never stated games are for lifetime.

  To bring any sort of discrimination into this is wrong many of our customers are of a certain age and we help them all the time.

  Additionally they would be no reimberusment  for games that *** no longer be avaialble or supported as per our Terms of Service.

  I hope you find this a clear and accurate account of the customers complaint.

   

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined I WIN a while ago and was putting games in when it would not let me put more in. Here is no limit so I text the help desk who said open another account and then close the first. I really forgot cause my husband paid the bills. He said not long ago we were paying for both accounts of ***** very month. I text here help desk and the person I talked with h said no only have one account and that is all I have been charged with. I tried to delete the one account but it erased both. I tried to explain to her but she kept saying the same thing. I figured if she could go into my account to say she seen only one she could see both so I asked for her supervisor name and number she said I didnt need it. There were two numbers neither went to them. So I called you and the Ohio *********************** and reported it to the hm. If you look in their responses from people you will see he same thing from others.plus the h last month I got charged three times

  Business Response

  Date: 01/01/2024

  L*********************

  The customer sent numerous Tickets with the email ;  I explained that we could only locate one account with that email and one payment and the date of this,

  The custoemr kept on about a copy on her PC which is not something as a company we would do, this is a customer had action. We cannot control what they do on thweir personal PC. When she was advised to remove the COPY

  the custoemr stated that this removed the subscriptin account. Thats woudl tell me this is then one account.

  I asked the customer if she had another email she may have used, they stated NO. Our checking is robust we check last 4 of card used, Name : ******,Zip Code,Email: only one account appears.

  We do not offer phone support our support is online and every ticket they subsmitted was answered. I am the Customer Support Manager and have been for many years this would not be escalated any higher to be told the same.

  Last Ticket reponse to customer

  That will not be neccessary the information I require is relevant and I have been doing this role for many years with iWin.
  Yes you have been ChargeD once again on the 25th with email : ******************* last 4 card used **** only one payment that is your monthly subscription. If you take a picture with your phone and attach showing the two payment I will investigate further.
  Please send us the information we require and as stated we do not generate copies of accounts if you had another account it would be seperate and a different email. Please send us what we can see. If you require the account paid on the 25th of each month canceled then please confirm this also and I will cancel for you. We would be happy to cancel any accounts and anytime but the 2nd account has not been located with ifnormation provided. Any company would require to be provided with evidence of a second account with the payment shown clearly last 4 card used and email used.

   

• Initial Complaint

  Date:02/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19383363
  
  I am rejecting this response because:

  
  

  Here's the TRUTH

  
    Why a site with the same address has 2 different versions and then the different versions don't recognize you have an account already using the same e-mail address and the same payment, account. Makes it very easy to charge people twice.and very confusing for people using it.

    Why didn't these CS people, refer me to the tech people? Everything they told me to do ( same thing over and over and over ) did not work. And I followed to the letter., but was told I didn't read it. ( how does ***** know if I read or not ?)

    When I couldn't get into the old account ( I know now was "Legacy" ) ...and I told them that ... how was I supposed to cancel it? It wouldn't let me change my e-mail address either at one time.

    They claim to have credited my account, but the only credit I got was $30 on 2-7-23. Never received any in the past year and a half they claim I did. I checked my bank accounts. So still paid $60 for something that should have been $30 for 2 months.

    I was told my account(s) would be canceled if I didn't respond by Feb 10. I responded on the 8th and they still canceled everything.

    And they are totally lying about advertising a NEW GAME EVERY DAY. They may have just changed it but it sure was advertised that way for many years up until VERY recently. .Other people say the same thing on here.

    I am not attaching files /proof on here cause they are very lengthy and repetitive and not worth my time.

    Lots of other game sites on the web. I am done with iwin. cuz you will only lose with them if you have any issues. Its always your fault and never the sites.. I wonder why my antivirus will block games saying they are infected with a virus .....hhhhhmmmmm

  
  

  Sincerely,
  
  *****************

  Some are 10 years old. 7) a lot of the games contain viruses 8) I was told I was given a refund in Dec but I was not. 9) I've been dealing with this since mid Dec 2022. Now she is threating to banned me *****) As of 2-11-23 my account has been disabled even tho they took the fee out on 2-7-23. She says I have to pay AGAIN if I want to be reinstated.11) From 11-14-22 to 2-7-23 they have taken $90 out of my account. This is THIEFT and FRAUD !!!

  Business Response

  Date: 02/12/2023

  My name is *********************** **************** Manager.

  I would like to address this complaint with the true episodes of events.

  I will srart with duplicate accunts being setup by customer.

  I will start with duplicate accounts setup by customer. We do have 2 systems which look completely different the sign in is different. The process is robust to create account and only customers can do this for security they have to create going through the payment authorisation with their card before completed. The customer then receives an email to the email the account is opened with and details the payment amount which is also shown at checkout clear an transparent. 

  Ip address of computer and card details match all the accounts

  The customer has had multiple tickets over the last few months.
  

  The customer used different emails. Using both to create customer support tickets on one email and then another. I can provided both of these to you.

  First issue with two accounts was with the following

   **************** and **************** and  *************************** year we assisted her with the following accounts ;

  Ladyview    ****************
  Ladyview2    *******************  LEGACY System

  These were both on the same system and we cancel one and provided accurate information how to access  detailed instructions and link to take to the correct site whare the account is held another colleague ***** sent this also to customer which they resonded to to it was fine the were signed in.

   

  Then for reasons we do not know the customers created two accounts with the email : 

  One on Legacy and then one on Current as stated before there is a prcoess to follow anda payment authorisation would have to been provided and authroised.

  The accounts were :

  User name                                                 Email     Legacy System

  WillaLongDog                 ***********************

  Email Only :

  **********************      Current system

   

  When customer enquired why being charged twice, the explanation was provided, which the customer was unhappy with. It is not unusual for customer to hold **** that one account, this is a subscription service and it can be provided for extra subscription to

  family, friends, we would not question this.

  The customer was aware an account was setup with the email : 

  ********************** 

  as Ladyview  had been canceled due to the customer having issues again.

  I explained fully but the customer refused to listen and wanted a refund on all subscriptions which I said would not happen. I gave her options and canceled one of the duplicate accounts. This was still not acceptable and tickets kept appearing. Undermining in her language my decision and the authority to do this. I have worked for this company ******************************************************************* ecompany with stating the correct facts.

  I n a final attempt to get the customer stated with one account I can celed the both with email *********************** and User Namer WillaLongDog  ********************** and as a Courtesy refunded 1 month on each account. I provided clear pictures how to sign in to the Current system and reactivate account although the subscription would be due again as a refund had been given. Once again customer not accepting this. We feel we have assisted the customer on trying to access her subscription on more than one occasion and provided a option. The customer did not accept. W e would not wish to have this customer back as a subscriber. 

  GAMES.

  It does not state anywhere that there will be new games weekly.

  
  "The iWin catalogue of games contains over ***** titles and we continually try to add new titles to the Catalog as regularly as we can. However it is not always possible to have a large volume of new content and as Game releases are scheduled months in advance in conjunction with the developers of those games, there may be times when content is not ready and has to be delayed. The Current Geo-Political situation is not helping the game Development Communities globally and since Game development can be a long & tedious process at the best of times, it's just not possible to expect these developers to have multiple games ready to go every week.  iWin has many new subscribers who join the service every day and we like to repromote classic titles on the iWin site so that these new subscribers can see the best of what iWin has to offer. We do continue to work hard to source new games to add them to the catalogue for the enjoyment of all our subscribers. If you have any particular type of game that you are keen to see more of, please let us know and we will pass the information on to the team here at iWin."

  Some correspondence

  *****:

  The customer's issue has already been resolved. As for "paying twice", she had a "Legacy" account that was last charged on 11/11. She then had an issue on 12/5, to which she created an account on the "New" site. That account was canceled, and the customer was refunded this charge and an attempt was made to recover the "Legacy" account, but she then decided she wanted to keep the "New" account, so she created another "New" account. She is not due any further refunds. Closing this ticket.

   

   

   

  Business Response

  Date: 02/15/2023

  We have to disagree once again all the information is clear and it is the customer browser which we cant control that is directing them worngly they are told this. We have many different platforms and when customer asks for assuatbce we check and provided the correct information. If the customer fails to ignore they will then setup an account on different site. When they do this is clearly states it is a new account and they also ****** a Welome email sating this also. The payment date changes to the date all this is clearly stated. The two site are different they have a different sign in window and ******* does not use a User anme. We also provided this information. We have many thyousand of customers that use both websites with no issues.

  Example: Check with the email where the account is held provided how to access with either user name and email - Legacy.

  If current the the same but provide different instructions.We were able to locate customer had two account by check the two systens inially with old email Ladyview but custoerm failed to follow and we dont control customers PC's.

   

   On checking it appears that your web browser is directing you to the wrong version of the iWin website. Please use the information provided below to get you back to the correct website, and back using the correct Games Manager.
  
  User Name                                Email
  
  First, click HERE to navigate to the redirect website
  Once there, click on the green ********** button to be redirected to the correct version of the iWin website
  After clicking on **********, a cookie will be set on your PC that will ensure that you are taken to the correct version of the iWin website in the future. Please note however, that if you delete your cookies/clear the browser cache, or are attempting to recover your account from a new PC, you may need to follow this process once again
  Now that you're on the correct website, please attempt to log-in using your Username/Password
  
  
  You will also want to use the following information to make sure you are using the correct version of the Games Manager.

  You will also want to use the following information to make sure you are using the correct version of the Games Manager.
  
  To Uninstall:
  For Windows 10
  Click the Start icon in the lower right corner of the desktop
  Click on Settings
  Select the Apps & features on the right hand menu
  Find the Games Manager program and uninstall it (Please note that uninstalling the Games Manager does not delete your games)
  The Games Manager should now be fully uninstalled
  
  For Other Versions of Windows
  Click the Start icon in the lower right corner of the desktop
  Click on Control Panel
  Select the Programs and Features utility
  Find the Games Manager and uninstall it (Please note that uninstalling the Games Manager does not delete your games)
  The Games Manager should now be fully uninstalled
  
  At this point, you will need to shut your computer down. After about ***** seconds, you can then turn your computer back on, and proceed to the Install section:
  
  To Install:
  Copy & paste the link below into your browser to download the iWin Games Manager installation file
  *****************************************************************************************
  Right-click on the installation file, and choose 'run as administrator'
  Click Yes to any requests to make changes or update files
  Wait for the installation process to finish, then launch the iWin Games Manager as normal
  
  If you continue to experience any issues, please don't hesitate to let us know and we will be more than happy to try and assist you further.

   

  You can now see below the differece to the Current system instuctions.

   

  but it appears that your web browser may be directing you to an incorrect version of the iWin Website.
  
  Please click HERE to be taken to the Webpage for correcting this.
  Once there click on the green ****** Here' button to be taken to the correct version of the iWin Website.
  Please then attempt to login using your Username/Password.
  Once you click on ****** Here', a cookie will be set on your PC, and this will ensure that you are always taken to the correct version of iWin in the future (Please note that if you delete your cookies regularly, you may need to follow this process once again).
  
  
  
  If the iWin Games Manager is not recognizing your Email/Username & Password, then please follow the instructions below to make sure you have the correct version of the iWin Games Manager
  
  To Uninstall:
  For Windows 10
  Click the Start icon in the lower left corner of the desktop
  Click on the Settings cog wheel
  From the Windows Settings page, click on Apps
  Find the Games Manager program and uninstall it (Please note that uninstalling the Games Manager does not delete your games)
  The Games Manager should now be fully uninstalled
  
  For Other Versions of Windows
  Click the Start icon in the lower left corner of the desktop
  Click on Control Panel
  Select the Programs and Features utility
  Find the Games Manager and uninstall it (Please note that uninstalling the Games Manager does not delete your games)

   

   

   

   

   

   

   

   

   

   

   

   

   

  The Games Manager should now be fully uninstalled
  

  
  At this point, you will need to shut your computer down. After about ***** seconds, you can then turn your computer back on, and proceed to the Install section:
  
  To Install:
  Click or copy & paste the link below into your browser to download the iWin Games Manager installation file
  *******************************************************************************************
  Once it has finished downloading, double-click on the installation file to install it
  Click Yes to any requests to make changes or update files
  Wait for the installation process to finish, then launch the iWin Games Manager as normal
  
  
  
  If you continue to experience any issues, please don't hesitate to let us know, and we will be more than happy to try and he customer would not accept our explanation:

  The customer would not except our explanation and the decision was made to can cel and refund one month on each account. The customer was then provided after the cancellation full details how to reactivate the current account with screenshots to assit.Once again the customer complained about this. Additionally the customer kept changing emails when responding to use from ladyview to Willalongdog.

  Feb 09 00:26
  

  I can assure you it is only you that can set up accounts no one else. They are different systems and even look different.
  The same happened with your Ladyview account it was fine but for some reason, you could not access it correctly, not our issue we assisted you on many occasions.
  Additionally, it has nothing to do with that message clicking the yes button, I know I work with customers every day. And you are incorrect that is NOT how it works.
  You will not be credited for the duplicate account you set up. I can cancel both or one the choice is yours which one. I will await your response. If I have not heard by Friday the 10th of February we shall cancel both. And you will receive one month credit only on each account. Please refer to our Terms of Service.
   
  
  Best Regards,
  iWin Customer Support Team

  We have nothing more to add as there has been so much from customer not reading or using our instructions. We made the decision to cancel and at this point we feel that the maybe better seeking a PC Download Games Subscription with another company.

  When customers put reports for public which are incorrect it is not professional or right.

  Additionally this was ongoing before January it has been ongoing for many months but to many : I can provide all ticket numbers for the many month if required. I am the **************** Manager and customer was advised of this I am trained in both Billing and Technical and have been with the company for 13 years. We feel we assisted customers on all occasions with details that were clear, and reasons.

  Example :DECEMBER

  WillaLongDog via email
  Dec 25 10:42
  I asked for the contact info for your superior .... where is it?
  Are you afraid to give it to me?
  Telling me to go to a link didnt fix my problem. You never gave me anything else so what good were you to me?
  I want the contact info to your superior

  Regards

  
  
  
  

   

   

   

   

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19383363
  
  I am rejecting this response because:

   

  Lies and more blah blah blah 

   

  I can provide pages of the blah blah blah too .... doesn't change the fact their site is confusing and their "help" is useless and they are rude.

  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an all-access member with this company for a while. When I signed up for all access, I agreed to pay ***** a month. However, I never received an email from this company stating that there was going to be a price increase from ***** to *****. This is very odd for I have received emails from this company before but not this time to notify me. So unbeknownst to me this company took out ***** for September, October, and November. However, I didn't agree and was going to cancel my membership when their website offered to keep me at the ***** price if I stayed. So, I said that I would at the ***** price. Iwin has always been very fast to respond to their consumers so I reached out to the billing department to ask if I could get a refund of **** for the three months or that could they apply the **** to my next bill. I have been receiving responses from an individual that states she is the manager of the billing department and that she will not refund me **** nor apply this amount to December's bill. I feel this company shouldn't have an issue with this request for I am not asking for an unreasonable amount back. I understand about the global economy and what is going on, but I also didn't agree with the price increase and wasn't notified of the increase. I feel that as a consumer I should've been notified before my charges went from ***** to *****. I also don't understand if they have to increase their prices due to global economic situation why they could offer me to stay at ***** now and not increase my subscription price. So now for December I will pay ***** and so on but for September through November I had to pay *****. If they can keep my price at ***** then why did, they increase to start with? I am just asking for a **** credit that is all to be applied to my December's bill. I feel this company should do that. I am shocked by my treatment of this billing departments manager named ***** and would like to speak to her employer.

  Business Response

  Date: 11/14/2022

  Thank you for contacting us.

  Please review my response to this query. It is more in depth that what the customer has stated. The customer has setup teo accounts one on our Legacy system and one on our current. These look different and are billed at different dates. Where customrs reciev emails to the email addresses we have on file. The customer has used different emails. You will see my responses. In july all customers were sent ands email to advised of increase in subscription.

  copy : For several years we have been able to keep our monthly subscription price at the same low cost, but unfortunately, due to rising global costs, we have had to raise the price to $14.99/mo. We're very sorry for any inconvenience this has caused. 
  
  Please click HERE to see our Terms of Service.

  Our records show that you have two accounts, one under our 'New' iWin website, and the other under our 'Legacy' iWin website. We can see that you canceled your subscription under our 'Legacy' site on 11/7, however, please note that the subscription under our 'New' site is still active.
   
  The 'Legacy' site uses a traditional Games Manager to organize & play games, while the 'New' site uses your web browser. Both sites use the same URL (https://www.iwin.com), and use cookies to determine which site to direct to. When you initially navigate to the website with no cookies set, a box should pop up asking if you have an older account. Clicking on the 'yes' button will then direct you to the 'Legacy' version of the site. Clicking 'no' would send you through to the 'New' version of the site. You have had a 'Legacy' account for many years, but at some point in the past, you arrived at the 'New' site, and created a new account, which is why you have been charged twice. While both sites allow for our All Access subscription, only the 'Legacy' site allows for the purchase of games, and any games you've purchased unfortunately do not carry over to the 'New' site. You can still use the 'Legacy' site to play your purchased games, but if you wish to use your All Access subscription, you will need to use it on the 'New' site. 
   
  Please respond to let us know which version of the site you would like to continue using, and we will be more than happy to assist you further.
  
  Thank you for contacting us.
   
  After investigation, the reason is that you have set up an account on the Legacy system and one on the current systems with different emails. Please confirm which one you wish to cancel.
   
  italix ********************
   
  
  and
   
  *****************************
  Best Regards,
  

   

   

   

   

   

   

   

  Thank you for contacting us here is my response.

  There is more to this than what customer has stated. It started with two accounts setup with customer on different systems different emails. We have no cancelled one of the accounts. The customer has retained the other at $14.99 on their request. We had an increase for all customer, but they wanted to go back to $12.99. On the Legacy system this is not an option but we have added to our new system. So the customer has retained an account and I have refunded the $6.00 as requested. The customer stated we had been fraudulent and not received email which is in correct we have records it was sent to her email addresses. Customer did not contact us in the passed we keep all historical records. We checked both emails.
  
  Email to customer
  For several years we have been able to keep our monthly subscription price at the same low cost, but unfortunately, due to rising global costs, we have had to raise the price to $14.99/mo.We are very sorry for any inconvenience this has caused.  
  Please click HERE to see our Terms of Service.
  Our responses.
  *****************************
  No refunds are due we have looked, and you never contacted to state you were having an issue. We would have been able to assist you. You have setup accounts on two different systems and using a different email.
   The iWin All Access subscription for the account listed below has been cancelled.
  italix                                      ********************
   We hope that you enjoyed your time as an All Access subscriber. We are sorry to see you go, and do hope you will choose to come back in the future!
   For further information, please click HERE for our Terms of Service.
  Best Regards,
  iWin Customer Support Team
  Thank you for contacting us.
  After investigation, the reason is that you have set up an account on the Legacy system and one on the current systems with different emails. Please confirm which one you wish to cancel.
   italix                                     ********************     
   and
   *****************************
  Best Regards,
  iWin Customer Support Team
  We do not monitor customers' usage of accounts, as already stated they are different systems one legacy and one current they even look different.
   You set up the accounts with different emails. Many customers have more than one account for family and friends to use.
   Our systems were never an issue it is the case that when customers have an issue it is their web browser directing you to the wrong version of the iWin website.
  Again if you had contacted us which you never we would have been able to provide assistance or we have a support online help centre, but you failed to do this.
   There is nothing fraudulent about this, we don't set up the account and it is robust systems that check customers' details whilst accounts are being set up. The financial institution will be provided with all the information should they require it.
  
  I am the manager and I am telling you this can only be done by the customer, not us. You have set up two accounts with different emails !this ticket is now closed. Any future tickets will still be referred to me as manager of ALL Customer Support Tickets and has been for last 14 years.

   

   

   

  
  
  
  
  
  
  

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  

  I have been a member for almost 2 decades and this site has posted a NEW GAME EVERYDAY of all of those years until the past month. Not only did they raise they price by 50% they also expect their clients to do so with OLD GAMES! The price increase, while extreme, would be more palatable if they stuck they long serving business practice. I should not be required to pay for a month with games that I have paid for in the past.
  
  
  
  Sincerely,
  
  
  
  Susan ******

  Business Response

  Date: 09/20/2022

  Tell us ******************

   

  The customer is an All Access Games Subscriber we received three customer support Tickets which have all be responded to. The customer is unhappy that every week there are not new games posted on our website.  There are over 1800 games to choose from, unfortunately the customer wants more. We strive to release new games when Developers of games provide us with them. The customer still has an Active subscription so has not cancelled.

  His tone was not nice and quite derogatorily to the company which is not acceptable.

  Customer

  That still does not explain why you have not posted any new games this entire month. You are defrauding your long term customers.

  Response

  We do not state anywhere the frequency of brand-new games. I have relayed your feedback to the relevant staff.
   
  Thank you for contacting us to share your feedback. 
   
  It has been brought to the attention of the appropriate individual(s) within our organization. Should they wish to discuss your feedback in further detail, they will contact you directly via email.

   

  The customer also wanted a refund for August subscription which was declined as this was three weeks after subscription was taken, and the customer has had access all this time.

   

  The game selections we provide are to suit all customers needs.

   

  
  

  Business Response

  Date: 09/20/2022

  An email was sent to customers advising of the rise in subscriptions.

   

  For several years we have been able to keep our monthly subscription price at the same low cost, but unfortunately, due to rising global costs, we have had to raise the price to $14.99/mo. We're very sorry for any inconvenience this has caused. 
  
  Please click HERE to see our Terms of Service.

   

  As already stated we will release games when we receive them from our Developers. Some of our staff are locate in Ukraine currently so this may delay games slightly. The customer may dislike some of the games we release as new a;so. However we cater for everyone's tastes. We have a large subscriber base. Additionally this customer is the only one complaining currently, this has also been brought to the relevant departments attention. If the customer no longer requires to be a member he can cancel, however he would not be due any refund as his last subscription was the 24th August 2022 and he has had the service since then. We feel that the customer is being unrealistic and demanding regarding this enquiry. We cannot make games appear because a customer decides they don't want any of the 1800 games on offer. The customer can contact us on the normal chanel requesting a cancelation.  We have nothing else to add.

   

   

  Customer Answer

  Date: 09/20/2022

  
  
  Complaint: ********

  This response still does not address the lack of new content over the past 5+ weeks when that was there standard operating procedure. I do not feel I should have been charged for OLD content that I have played over the years. As far as not canceling yet is because they have already charged me for the month and I was foolishly hoping that this posting of OLD games would be a temporary situation. In addition, the reason that they received 2 complaints from me is because the links are broken on their email site when asking what type of membership I have. 

  This company's behavior is really shady right now. And yes I will be canceling my membership and joining a more reputable site. Any company with integrity would return my money and stop trying to gaslight me and the BBB.

  
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Susan ******

  Business Response

  Date: 09/21/2022

   

  In response we are not retaining any money, the customer paid a subscription on the 28th August 2022 and only contacted us on the 19th September 2022 so they had used their subscription and our Terms of Servicer cover this.

  2022-08-28 00:46:53.0 5369102102652358023 PROCESSED CREDIT CARD PAYMENTECH All Access - Evidence.

  We provided a wide range off online games, but this customer feel that they are not want the want out of over 1800 games.

  The current system is working and we have no issue with our online support having received replies from this customer.

  What they are claiming and accusing the company of is disrespectful we are being honest and truthful.

   

  This being said we have taken the decision to cancel the customers account and refund then the $14.99 subscription for August as a courtesy.

   

  ***** ******
  Assign
  
  
  
  less than a minute ago
  The iWin All Access subscription for the account listed below has been canceled.
   
  ******************
   
  We are also processing a refund for the transaction listed below:
   
  $14.99
   
  All refunds will be issued back to the original form of payment, and generally take around 5-7 business days to process.
   
  
   
  For further information, please click HERE for our Terms of Service.
   
  Best Regards,
  iWin Customer Support Team

   

   

  All customers received an increase in their subscription not only this customer.

  Customer Answer

  Date: 09/23/2022

  Better Business Bureau:
  
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have received the refund and will follow up to make sure they do not charge me again. 

  In response to them not receiving any complaints I use the following websites to dispute their claims. Attacking their clientele for their unprofessional behavior is abhorrent.

   

  *******************************************

   

  **********************************************

   

  *************************************************

   

  All of these sites show a multitude of negative reviews concerning pricing, and horrible customer service and games complaints, many within the last 6 weeks. These do not include the numbers of cancellations due to their questionable business practices. I hate this company turned out so bad after years of enjoyment. 

   

  
  
  Sincerely,
  
  
  
  Susan ******

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 17917851
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/05/2022

  The customer has contacted us once August 2022 this year with issue. Ticket ****** 24th August. We have heard nothing more since then, until this today.

  Customer was responded to straight away and provided with message how to sign into their account.

   

  There can be many reason this is happening and *** indeed be the customers computer hardware.

   

  This has been sent to customer today.

   

  There are a couple of reasons that *** be preventing your game from installing properly. Solutions to the most common of these reasons are listed below.
  
  Please rest assured that all of the games we offer are safe to install and play. For games that are developed by a game studio other than our own, the game files are checked to make sure that they are safe and contain no spyware, malware, or viruses. If you receive a message that the game files contain some form of a virus, it is more than likely what is called a 'False Positive'. A ****** search with information regarding what a 'False Positive' is can be found by clicking HERE.
  
  Please be sure to check your antivirus software to make sure that your definitions are up to date, and make sure to configure your software to allow our games to operate properly. If you are not sure how to do this, the 'Help Menu' in your software should point your software's support site.
  
  After updating, if you still receive warnings about viruses while installing our games, you can always temporarily disable your antivirus software during the installation process. All antivirus programs are different, so we unfortunately do not have instructions on how to do this, but it can usually be done through the 'Settings Menu' of your antivirus software.
  
  If you are unable to properly configure your antivirus software, or continue to experience any issues after you have done so, please respond to this email to let us know which antivirus software you are using, and we will be more than happy to try and assist you further.