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:11/13/2023

  Type:Order 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.

  Hi, I was offered currency in the mobile game Bleach Brave Souls on 11/2/2023. The total amount to be earned was ****** orbs which would be rewarded after certain criteria was met in the game they promoted. It's clear this advertisement was meant to cost a lot of money to get all the rewards and such I paid because what was promised to me seemed worth it.I have reached "Headquarters Lv 22" and they claim they will not reward me for reaching level 12 or 22 due to their "risk detection". I paid $287.63 in order to get to this level and it seems it would cost a lot more to get to level 30. I refuse to go further if they intend to not only scam me of what I already paid for and expect me to pay even more with the probable faulty "fraud detected" which was incredibly insulting. I am providing screenshots of my dialogue with them and how they refused to speak further with me unless I filed another claim. Filing this and waiting for their response guarantees that accomplishing their "Get headquarters to level 30" is near impossible unless I pay even more than originally expected. The game also doesn't label these packs appropriately which makes everything even more misleading, their ********* pack" and "Ironclaw pack" and "Builders pack" in the receipt comes named as Bundle of Gems.I have included our correspondence and all applicable screenshots taken. I'd like what I was not only promised but worked for according to what was described clearly. I will happily correspond to get this situation rectified as soon as possible.

  

  Business Response

  Date: 11/20/2023

  What happened?
  The Customer performed several purchases in order to meet offer milestones and created a support request for them. Our system denied the Customer's rewards following internal rules, which led to the creation of a BBB complaint.

  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to re-evaluate the Customer's case and award the events the case was created for.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to apologize for the denial they received and provide the next steps for their case in order to award them.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20861583
  
  I am rejecting this response because:

  Despite it sounding like Tapjoy has fixed the situation by messaging me an update that it will be fixed, it's been almost a week since our last correspondance without being awarded. I will gladly accept this response once the situation has been resolved and not simply because I got a response back. I'm responding now with images of correspondence as well as a screenshot showing I have no received the compensation advertised to me. 

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

  

  Business Response

  Date: 11/27/2023

  What happened?
  The Customer rejected our response since their support request had not been resolved yet. 

   

  What did we do to help the Customer/resolve?
  The Agent handling the Customer's support request advised them of the steps we were taking internally to resolve their issue. However, it took longer than expected to release the block that was put in place, which prevented us from processing the rewards. 
  
  

  
  How were things left with the Customer?

  The block was released and the rewards have been processed. The Agent handling the Customer's case responded with the status update. 

  Customer Answer

  Date: 11/28/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/12/2023

  Type:Customer Service 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 completed my task like everyone else here and did not receive my rewards attached is proof it gives me a reward for 8-1 and skips 7-7 like all my other complaints just not a fair app at all this happens on every game I have played and customer service is horrible I never get my rewards and someone need to do something about these thieves

  

  Business Response

  Date: 11/20/2023

  What happened?
  The Customer completed an offer, however our automated system missed to deliver one of the events. The Customer submitted a support request, but since our response was delayed beyond the Customer's expectations, a ******************** complaint was filed.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to assign, review, and award the Customer's support request.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to apologize for the reward that was skipped and resolve the Customer's concerns.

• Initial Complaint

  Date:11/10/2023

  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.

  On November 04, 2023 I opened a ticket with Tapjoy support (Conversation ID: #************* offer was to buy a package costing ***** USD (***** EUR) to receive ****** Emeralds. I finalized the purchase, but Tapjoy did not provide what was due.They never responded to my report and this weekend the promotion expires (so I guess they will not follow up on my complaint). What I am asking is that they either credit the virtual emeralds to my account ************** or return the money I spent.

  

  Business Response

  Date: 11/17/2023

  What happened?
  The Customer made a purchase to complete an offer and created a support request. Since our response was delayed beyond expectations, a BBB complaint was filed.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to review and award the Customer's support request.
  
  
  
  How were things left with the Customer?

  We used the Customer's Support Request to apologize for our delayed response, inform of the award details and resolve their concerns.

• Initial Complaint

  Date:11/10/2023

  Type:Sales and Advertising 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.

  On October 31st, I signed up for an advertising offer for rewards in a game app called Covet. The requirements included downloading the Yahtzee app and completing level 15. I completed the offer on November 2nd and when I didn't receive the rewards, I created a ticket in the app. Ticket # ******. Tapjoy responded that I didn't meet the terms and conditions according to the advertiser. I advised that this was incorrect and to please provide the name and contact information for the advertiser so that I could provide proof. Since then, I have not received any response on the ticket. I reached out via email as well to receive an automated response including contradictory instructions to reply to the email and reply to the ticket. I did both, receiving no reply to the ticket and the exact same automated response to the email.

  

  Business Response

  Date: 11/17/2023

  What happened?
  The Customer filed a support request for an offer which was denied for not being eligible for the reward, leading to a BBB complaint.
  
  
  
  What did we do to help the Customer/resolve?
  After review, we provided additional information regarding the denial reason and awarded the Customer as a one time Goodwill.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to inform them about their rewards and respond to their concerns about the denial received.

• Initial Complaint

  Date:11/09/2023

  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.

  Tapjoy has not delivered what they said they would after purchasing the offers they had listed I contacted them numerous times and gave me the run around and they have completely ignored my request and I have completed most of the offers on there wall and have not received anything in return it's been 2 weeks and nothing has been resolved I have listed the proof in the pictures and money spent to get the offer I wanted and never received it. I want them to deliver what was promised to me if not I need a refund of my purchases that weren't promised to me

  

  Business Response

  Date: 11/17/2023

  What happened?
  The Customer submitted multiple support requests regarding missing rewards and as our response was delayed beyond their expectations, a BBB complaint was filed.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to assign the case to an Agent for review and award all of the Customer's cases.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to apologize for the delay in our response and respond to their concerns.

• Initial Complaint

  Date:11/09/2023

  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.

  Hello, I play a game called Animation Throwdown and complete ********** Tapjoy offers when they become 2X or more. I have completed several this year. I go through the same steps each time. I click accept the offer through offer wall/ tapjoy and I install, immediately after installing I launch the game as their instructions say to do so. I spent countless days and hours watching video ads in this game, which equalled approx 650ish ads. I completed the offer with 6 days to spare and did not receive my reward. I got a response back from Tapjoy denying my completion. Please see images I attached. I did what was requested and what I'm asking for is my reward. Tapjoy can be hit or miss when delivering on offers, and it should be 100% offer when you complete task. I understand that this offer is a larger offer which is valued at around ****** in game currency, but I completed with the same steps I have completed other offers.

  

  Business Response

  Date: 11/17/2023

  What happened?
  The Customer filed a support request for an offer they completed, which our automated system denied due to not meeting the eligibility criteria.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to assign the case and award the customer as a Goodwill after review.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to inform them about the reward status and responded to their concerns about the denial received.

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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.

  For a second time in a few short months, I wasn't given rewards I earned through their gaming. I submitted a request for a review, but haven't heard anything from them. Extremely poor customer care and support, zero communication and no concern of customer satisfaction.

  

  Business Response

  Date: 11/17/2023

  What happened?
  The Customer created a support request due to missing rewards. Our response was delayed beyond the Customer's expectations, leading to the creation of a BBB complaint.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to assign the case to an Agent and awarded the Customer for the missing event of their offer.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to apologize for the delay, provide the reward details, and respond to their concerns.

• Initial Complaint

  Date:11/08/2023

  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.

  I completed a few challenges that have been given to me. Yet, the time that I'm due a high amount of coins, I was not rewarded. I received an email telling me that I was ineligible due to high-risk factor. I worked all day for several days to complete the level 22 castle task. After sending them proof that my castle was complete that is when I was sent an email with some lame excuse. I just want what I am owed.

  

  Business Response

  Date: 11/13/2023

  What happened?
  The Customer created a case which was automatically denied by our system, causing a BBB complaint to be filed.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to manually review the Customer's account and award the missing event for the offer in question.
  
  
  
  How were things left with the Customer?

  We used the Customer's Support Request to apologize for the denial and resolve their concerns regarding missing rewards.

• Initial Complaint

  Date:11/07/2023

  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.

  I started play a game, called Evony, which I downloaded via the Tapjoy Offerwall, on the game "Party in my Dorm" , ign in Party in my Dorm is Bambooze. Tapjoy and the advertiser gives you about 20 days to complete all goals in the game if you want all rewards, the last goal being keep lvl 28 which is basically impossible without spending an absurd amount of money and speeding through the building with gems and speed **** So I bought gems, I bought speed **** and completed some tasks quickly, got to keep level 18, and I did not get my rewards for that. I opened a ticket to complain and all tapjoy did was tell me that I had completed too many tasks in in little time...I mean considering the amount of time it takes for stuff to build and get through, yes Im gonna speed through stuff when I can, take refused to give me the 294 ecs, after I spent money on this game. Below are ss of the keep 18 I got and ss of what Tapjoy told me, which is absurd.

  

  Business Response

  Date: 11/13/2023

  What happened?
  The Customer created a case which was automatically denied by our system causing a BBB complaint to be filed.
  
  
  
  What did we do to help the Customer/resolve?
  We followed our internal process to assign the case and proceed with the necessary steps to award the Customer.
  
  
  
  How were things left with the Customer?

  We used the Customer's support request to apologize for the denial and inform them of the next steps taken in order to resolve their concerns.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair 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.

  Tapjoy is a company who supposedly rewards you for completing achievements in certain games. I.e gems or paid "currency " the game uses to buy items with. I've met those requirements and have yet to receive my compensation that was promised. I've contacted them numerous times, different ways and have yet to hear from and the one time they did respond, I got a dismissive "reason" as to why my reward was voided. Their response was because of a risk detection system. No further explanation or anything when I asked what that ment. And now we're here. Thank you for time. Have a good day. However, please do something about this company. They do not practice good ethics.

  

  Business Response

  Date: 11/13/2023

  Hello, we are unable to locate a support case under the email address provided. In order to assist you further, please share the email address used to submit your support request or the case number for the ticket. If you have not submitted a support request, please do so through the offer wall. This will give us all of the necessary information to review and provide assistance. We look forward to your response. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20840048
  The email you're looking for is ********************* it's my ****** play email 

  I am rejecting this response because: The issue wasn't solved. 
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/20/2023

  What happened?
  The Customer submitted support requests when they did not receive two rewards after completing the offer events. Our system denied the rewards.
  
  
  What did we do to help the Customer/resolve?
  The cases were assigned to an Agent for re-evaluation and after review we determined the cases were denied due to not meeting the conditions set by the Advertiser. The Customer completed an offer event in a shorter period of time than what was set by the Advertiser. Because of this, we are unable to process the reward on our end. 
  

  
  How were things left with the Customer?

  Although we are unable to process the reward due to the conditions set by the Advertiser, we do advise the Customer to reach out to the Advertiser directly and request for them to make an exception. They can decide whether to award the Customer for completing the offer event in a shorter time period than they set. 

  Customer Answer

  Date: 11/21/2023

  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.
  
  Sincerely,
  
  *****************