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:01/04/2023

  Type:Delivery 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 three offers just to start in which i paid my hard earned money to get a product through tap joy which is linked and a part of fifa mobile for gems which buys things in game so the first one is Hint water some gross water I didnt want but paid $40 to get so I could earn the gems and guess what they didnt pay me so I emailed and emailed and filed their little I havent been given my reward nonsense I showed TAPJOY the computer copy of the order number and the receipts Hint sent us along with even picture of the delivered water and the bottles themselves and they still havent paid me! So ********** $40 essentially stolen from me considering the gems ****** worth was the only reason I bought the **** water! I have been waiting weeks sending them endless emails with proof of purchase and they still havent paid me and it should be their JOB TO VERIFY AND AT MOST I SHOULD ONLY HAVE TO PROVIDE ORDER NUMBER BUT I SENT THEM EVERYTHING CONFIRMING ORDER SNE PAYMENT AND delivery weeks ago and still nothing now the season is ending so even if they pay me the correct amount of 22k alone for this offer I spent $40 on they have made it so its not even worth it at all so I want the gems they owe me now and a bonus to some gems in a few weeks for the 27 emails tweets and messages Ive had to send this is not okay to do to someone as TAPJOY makes their money off people like me who actually buy offers so this is theft. I have two more orders I PAID FOR AND NEVER RECEIVED THE REWARD GEMS THEY PROMISE IN ****************************************************************************************************** that to start Ill file complaints on every other one they havent paid TAPJOY can not getting away with stealing my hard earned money. They take DAYS TO RESPOND TO EMAILS AND I HAVE GIVEN MORE WAY MORE THAN ENOUGH PROOF TO PROVE ITS BEEN DELIVERED SO PAY ME !!!

  

  Business Response

  Date: 01/09/2023

  What happened?

  The Customer completed two offers, which they were not rewarded for. When they submitted a ticket to receive the rewards, there was a misunderstanding with the proof requested, which resulted in the Customer being rewarded for only the 2nd offer.
  
  The Customer reached out again because the amount they received did not correlate to the amount of the first offer. The Associate who awarded them for the second offer failed to check for other tickets the Customer submitted. The Associate was unable to provide the reward for the first offer until proof was received on 1/7/23. 

   

  What we did to help the customer/resolve?

  On 1/7/23, the proof was provided by the Customer and a Supervisor advised the Associate to award them since the Customer was eligible.

   

  How were things left with the customer?

  The Customer was rewarded for the first offer on 1/7/23.

• Initial Complaint

  Date:01/01/2023

  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.

  I was offended a promotion through playing Golf Clash with a prompted ad through Tapjoy to receive a reward if a particular level was reached in a timely manner. I was told that I was ineligible due to previously uploading the promotional game "Guns of Glory" through the Tapjoy prompts. I have feelings of being taken advantage of since after several hours of gameplay, I was not rewarded. I've attached the proof of reaching the promotion standards and would like to receive what was earned and keep them from deceiving our gamers like myself.

  

  Business Response

  Date: 01/08/2023

  What happened?

  The Customer filed a ticket on December 25th for the final milestone of an offer. This last milestone is worth a large amount. There were 7 lower milestones prior to this level that were also not awarded and no tickets were filed for these levels. The Agent denied the request due to not meeting terms of service and also advised the disclaimer of the offer stating 'If you are not rewarded for the Install [Guns of Glory] event by reason of unattributed, then you will be ineligible for further rewards.'

   

  What we did to help the customer/resolve?

  A Supervisor took over the case on January 2nd and raised the case for approval to give a Goodwill award to the Customer as a one-time exception. The total amount that should be credited is 598 *****.

   

  How were things left with the customer?

  On January 6th, the Customer was approved for a Goodwill award. An email was sent to them advising that it might take ***** hours before the rewards reflect on their account.
  

• Initial Complaint

  Date:12/31/2022

  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.

  I use Tapjoy to earn gems for an online crane game Tokyo Catch. Recently I tried to complete an offer for ***** gems with them through Gohenry! I made the account linked my bank account and debit card while depositing $5.00. They asked for email confirmation proof and proof into my account. After wasting my time with back and forth emails they wanted a screen recording video of the email confirmation. I provided that. Then their Rewards Specialist ********************** after 9 back and forth emails falsely accused me of sharing doctored images and videos. They then threatened to permanently suspend my account. This was completely unprofessional and untrue. They wasted my time and lied. Not the first time Ive had a problem with this company. I already sent an email out with ******* to close my account but find it suspicious that Tapjoy can just get away with this scam offers.

  

  Business Response

  Date: 01/08/2023

  What happened?
  The Customer submitted a case on 12/28/22 as they did not receive the rewards for the offer. They were asked for additional proof on 12/29/22 and sent images as requested the same day. Upon review on 12/30/22, the next Associate asked for more proof in the form of a video recording. The Customer sent a video the same day. The video was insufficient and they were asked by to send another video with specific instructions on what was needed. Upon receiving the latest video, the senior associate advised the Customer that the proof they sent was ineligible and against the terms of service as it appeared to be edited. The customer denies this and did not like being accused of such. They advised that they would file a complaint and ask the advertiser to close their account.

   

  What we did to help the customer/resolve?
  The case was taken over by a Supervisor and further checking of the information provided was done. After consultation, no evident editing of images or videos could be seen.

   

  How were things left with the customer?
  A Goodwill award for the full amount was provided and an email was sent to the Customer advising to expect the rewards in 1-2 business days.
  
  Our system shows the reward was sent on 1/5/2023.

  Customer Answer

  Date: 01/08/2023

  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:12/30/2022

  Type:Sales and Advertising 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 will retroactively change offers to disqualify you. I made a purchase with *********************** to get a reward in the game Tokyo Catch. When I did the offer, it had no stipulations on a minimum purchase or anything, however the offer did not credit within 48 hours so I escalated to Tapjoy. Upon escalation I was told that "As per the offer instructions "Must spend at least $35 to receive your reward", the shared screenshot shows that you only made a purchase of $5.98. Unfortunately, we will not be able to award ***** Gems to your device for this offer." However, I thought this sounded strange, because I read my offers very thoroughly before accepting to make sure I do them correctly. I did not have a screenshot of the old offer, but fortunately, a friend of mine records every Tapjoy offer they do. I was able to look at their offer, and lo and behold, when they did similar offer by ***********************, there was no requirement for a minimum purchase. But, when they checked their offer wall when I told them about Tapjoy's response to my issue, there was a retroactive minimum order amount now on the offer, meaning that Tapjoy had changed the terms of the offer after it was accepted to disqualify users. This is the exact same thing that happened to my offer (different amount of reward, also from ***********************), where Tapjoy retroactively went back and changed it to say there was a $35 minimum purchase when there was no minimum required before. I find that this is incredibly disingenuous of Tapjoy, to change offer terms and then reject based on new terms that weren't what I accepted. Highly unacceptable behavior from the company.Attached are screenshots of the changed terms of the offer from my friend's offer wall, and my order being successfully placed with ***********************.

  

  Business Response

  Date: 01/03/2023

  What happened?

  The Customer filed a ticket on Dec 28th and was declined due to not meeting the requirements of the offer. At the time, the offer instructions stated "Must spend at least $35 to receive your reward," but the Customer only made a purchase of $5.98. The ticket was closed on Dec 29th and no reply or rebuttal was received from the Customer since then.

   

  What we did to help?

  A Supervisor took over and opened the case on January 2nd. As we found out that when the Customer took and completed this offer on Dec 23rd, there was no required minimum purchase yet. The offer instruction only changed on December 28th, when the Customer filed a ticket. The proof provided is valid and should be good for awarding.

   

  How were things left with the Customer?

  The case was escalated to the Advertiser to be awarded. An email was sent to the Customer advising that it might take ***** hours before the rewards reflect on their account. We will monitor this until successfully awarded.

  Customer Answer

  Date: 01/04/2023

  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:12/25/2022

  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.

  Tapjoy advertises on **** mobile and I completed several advertisement to receive gems in fifa mobile. However it doesn't matter whether I complete the requirements and purchase bundles they request, because all they say is that I didn't download their advertised game for the first time. But it is not true and it was my first time downloading the game everytime. They are scamming customers everytime. Just want my gem that I paid and spent my time on.

  

  Business Response

  Date: 12/28/2022

  What happened?

  The Customer is unhappy that their offers are denied due to not meeting our terms of service. This is not the first time the Customer received a denial due to making purchases without waiting for the tutorial award to verify their eligibility.

   

  What we did to help the ********************************** Service Supervisor took over the case and responded to the Customer, explaining more on eligibility/terms of service and the reason we are unable to award them for this offer.

   

  How were things left with the Customer?

  The Customer was advised we are unable to give a Goodwill award in this case as we have discussed this topic on previous support requests and BBB complaints.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18638184
  
  I am rejecting this response because they are simply lying to their customers by changing words and making any excuse possible not to reward properly. I have done nothing but to use Tapjoy offer wall that is on **** mobile and have downloaded their advertised game properly, completed tutorials, and even paid bundles just to complete their requirement. However, every time Tapjoy makes same excuse and mislead and deceives their customers. I don't know how they get away with this every time. It's a scamming company and even FTC fined them back in 2021 for the same reason of deceiving customers. The worst part about Tapjoy is that they act like they are the superior in regards to business relationship between them and customers, because they change words and blames the customers on every possible accounts. 
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 01/09/2023

  What happened?

  The Customer is upset since their offers have been denied due to not meeting our terms of service (attribution).

   

  What we did to help the customer/resolve?

  In the past, we have provided a Goodwill award and explained attribution/what made them ineligible for the awards in order to help prevent further issues. 

   

  How were things left with the customer?

  We have educated the Customer on their ineligibility. No Goodwill award will be provided, as we have already discussed this topic on previous support requests and BBB complaints.

• Initial Complaint

  Date:12/07/2022

  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.

  Hello, this problem involves an offer I completed on the TapJoy Offer Wall. On November 27th, 2022 I started the offer called Start a crypto exchange account with Gemini.com and trade instantly with as little as $5. To receive ***** gems on an app called Tokyo Catch. I was not initially credited after completing the offer so I submitted a report to TapJoy on December 3rd. The agent **** then got back to this report on December 3rd stating that my report would be awarded and that I would be receiving the gems within 48 hours to my Tokyo Catch account. 3 days later on December 6th an agent named **** abruptly gave me an update on this case revoking the award **** had authorized to me and he permanently suspended me from Tapjoy. He claimed Im permanently suspended for changing my device identifier multiple times, and that I was previously warned about this. Firstly, in all of my reports with Tapjoy Ive never been warned about this issue. They can go back and review all of this and theyll see that this is something that has never been an issue before. Secondly, in case ******** which is a past case that Amal referenced I ended up being credited by ***** in management for the offer as you can also see in the attached images. I would lastly like to say Ive never used a device identifier I dont even know what that is and I have plenty of offers on the offerwall so I dont have any need to use one to access offers that would not normally be available to me. This is the second time this agent **** has become aggressive with me. Tapjoy might want to investigate into how hes treating other customers. The case number on their end for this is ********. I would like my Tapjoy account to be reinstated and considering I spent real money for this offer I would advise that Tapjoy credit me the gems for successfully completing their offer. Attached is proof of my completion, the offer details, and the emails involved with this case.

  

  Business Response

  Date: 12/15/2022

  What happened?

  The Customer brought up an associate being aggressive in handling their cases and accusing them of changing their device ID. They want us to check how the associate treats other Customers, as they believe they were treated unfairly.

   

  What we did to help the customer/resolve?

  We responded to the Customer and apologized about the situation. We assured them that we will conduct an investigation and take appropriate action.

   

  How were things left with the customer?

  There are currently no cases pending awards. The Customer was advised that we will conduct an investigation and take appropriate actions with the associate they felt treated them unfairly.

  
  
  

  
  

• Initial Complaint

  Date:12/07/2022

  Type:Billing 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 permanently suspended my account December 6, 2022 with no warning. I use Tapjoy for my Tokyo Catch account to complete offers. My last case email with Tapjoy was November 30, 2022 and Case #******** for Reach a depth of ***** meters. I had to personally contact Tapjoy through their FAQ Request email about the suspension and my Rewards Specialist **************** informed me on December 7, 2022 that it appears that your account has been permanently suspended. Based on the email that was sent to you via case # ********, your account was permanently suspended due to change your Device Identifier multiple times. Because of this, you will no longer have access to our offers or offer walls. However, the case she mentioned (#********) isnt even one of my case numbers or affiliated with my Tokyo Catch/Tapjoy account. Someone elses Tapjoy account got connected to mine without my knowledge. On July 6, 2022 I logged into my boyfriends Tokyo Catch account. Instantly I got an email that my account was temporarily deactivated because they suspected I had two accounts. I had to explain that my account affiliated with ******************* and the account affiliated with ********************** were two completely different accounts and were people from different states. They restricted us from using both accounts on the same device in the future. I believe because of that mistake both of our separate accounts got connected with Tapjoy. However, I was not aware of this because unlike Tokyo Catch, Tapjoy never reached out and properly investigated the issue. I had no idea this was possible and did not change my device identifier. *********************** website says that their Device Identifier Reset can be done by either selecting Reset Advertising ID under your settings (Settings > Privacy on iOS and Settings which I did not do. I dont see how gems for Tokyo Catch being credited to two different accounts wouldnt be obvious that it WAS NOT the same person using two different devices.

  

  Business Response

  Date: 12/09/2022

  What happened?

  The Customer was banned due to a misunderstanding. Their Tapjoy account and partner's account were linked to the same device. The Customer explained that they logged into their partner's account on July 6th, which may have caused both accounts being banned as it appeared as a UDID reset.

   

  What we did to help the customer/resolve?

  We reinstated both accounts and informed the Customer.

   

  How were things left with the customer?

  We advised the Customer to reset their device ID one time only to ensure that both accounts will no longer be linked to the same device.

  
  On 12/09, the Customer confirmed following the suggested steps by resetting their device ID and sharing proof. After verifying within our system, it appears the issue has been fixed as the old device ID is no longer showing in their account. The Customer was advised the steps had worked.

  Customer Answer

  Date: 12/10/2022

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

• Initial Complaint

  Date:12/06/2022

  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.

  Hello, this problem involves an offer I completed on the TapJoy Offer Wall. On November 27th, 2022 I started the offer called Reach a depth of **** meters in Go Green! To receive ****** gems on an app called Tokyo Catch. I was not initially credited after completing the offer so I submitted a report to TapJoy on December 1st. They then got back to this report on December 1st stating that my report was denied and that I would not be receiving any gems. They claimed this because they were unable to confirm that I installed it for the first time. This is not true though as this was the first time I ever installed it and played that game. I explained this to them in the attached email and then another agent still continued to claim they couldnt confirm it according to the system in their data. I followed all requirements with this offer including putting time and effort into this game, so that I would be credited just to be denied in the end. The funny thing is that theyve marked this report as closed and resolved when this situation is far from that. Apparently Tapjoy needs to update their tracking system with offers as I even followed some of their tips such as having Chrome as my default browser. This is now ridiculous as this is the second offer in a row theyve tried scamming me out of. It looks like the *** needs to bring another lawsuit against them for deceiving consumers. I want the gems Im properly owed for completing the offer. The case number on their end for this is ********. Attached is proof of my completion, the offer details, and the emails involved with this case.

  

  Business Response

  Date: 12/09/2022

  What happened?

  The ******** is contesting a denial due to not meeting our terms of service. The case was initially denied on December 1st and the ******** replied the same day. The case was assigned to another Associate who reinforced the denial on the case.
  
  The ******** has another account under ******************** where they had taken the same offer and also filed a BBB case after being denied for the same reason on another device. The ******************** complaint on that account was resolved and courtesy rewards were provided.

   

  What we did to help the customer/resolve?

  A ******** Service Supervisor took over the case and responded to the ********, elaborating more on the terms of service and the reason we are unable to award them for this offer.

   

  How were things left with the customer?

  The ******** was advised that we are unable to award them for this offer on this device, as they have already been awarded previously on another device under their other account. The offer instructions state that a ******** can only be rewarded for one offer for this application.   

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18529795
  
  I am rejecting this response because:I have met all of your terms of service and have not once broken them. Firstly, I do not even have another email account named ******************** My email is ********************** the only email I have thats ever been associated with Tapjoy and its the email Ive completed all of my offers with. And this is an offer I never previously completed. Just to add if this is the reason youre trying to not credit it me then why in the intital response your agent claimed I was not credited due to they were unable to confirm that I installed it for the first time. Having a separate account would be a different reason than being unable to confirm I installed it for the first time. None the less it was the first time I installed and completed this offer. It sounds like Tapjoy is trying to make excuses to not credit me my gems. You can also confirm with Tokyo Catch that I never got this amount of gems. The email for my account on there is ********************** as well and if you contact them about my account they can also let you know that I never received a transaction of ******. So there was no possible way that I was ever previously given this reward. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/15/2022

  What happened?

  The customers request was originally denied on December 8th because our system showed another account linked to the customer was awarded for the same offer (account: *******************). 

   

  What we did to help the customer/resolve?

  We were able to clarify in a subsequent case/complaint and conclude that the other account was for the Customers partner. Upon seeing their response and the notes left by the Associate handling the other case, we apologized to the Customer for the experience and awarded them via Goodwill. 

   

  How were things left with the customer?

  The Customer was awarded successfully on December 12th. A follow up email was sent to them to confirm if they have received the award.

• Initial Complaint

  Date:12/04/2022

  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 play a game on phone called Top Eleven. Tapjoy advertises on the game that it will give tokens to players that complete certain objectives from other apps. Tapjoy offered **** tokens for completing objectives for Mech Arena (screenshot attached). I completed all the objectives except the ****** XP for 469 coins. Tapjoy owes me **** tokens in Top Eleven. I have e-mail Tapjoy and complain about this and they say they don't have any record of me downloading the game. I provided screenshots to Tapjoy showing that I have 20 days to complete the objectives from the Top Eleven game. I go through the offer link from the game site. Tapjoy has done this several times to me and several others. This time I will put in a complaint. If Tapjoy can't keep up their end of the agreement,then they don't need to advertise on these game sites. I provided screenshots of the pending offer in Top Eleven plus screenshots of my ID and accomplishments in Mech Arena. I followed the instructions and downloaded the game through Tapjoy offer link. I just want Tapjoy to honor the advertised agreement.

  

  Business Response

  Date: 12/06/2022

  What happened?

  The Customer submitted a ticket stating they completed all milestones required to be rewarded for an offer. However, upon proof verification by Tapjoy's Management, it was found that not all of the requirements were met. The offer has a disclaimer prior to accepting that lets the Customer know they are ineligible for the offer if they are not awarded for the tutorial. The Customer was not awarded for this action and proceeded with the offer.

  
  What we did to help the customer/resolve?

  The Customer was informed of the reasons that can cause an offer not to be awarded and was reminded about how to check the offer's conditions to avoid any unrewarded efforts in the future.

   

  How were things left with the customer? 

  The Customer was not awarded due to not meeting the offer requirements, which state how to measure eligibility before proceeding with any monetary investments. Tapjoy's *************************** shared a screenshot showing the offer's disclaimer, which is listed before accepting the offer.

   

• Initial Complaint

  Date:12/02/2022

  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.

  Hello, this problem involves an offer I completed on the TapJoy Offer Wall. On November 27th, 2022 I completed the offer called Real Points, Real Cash, Give Your Opinion. Get Paid. To receive ***** gems on an app called Tokyo Catch. I was not initially credited after completing the offer so I submitted a report to TapJoy on the same day November 27th. Initially they got back to this report on November 28th stating that I would be receiving my gems within 2 days, but then 1 day later on the 29th they revoked this by stating I was no longer eligible for the offer because I completed it twice. This was not true though as I only completed this offer once. They can even check this through their system as Ive only reported this offer once for gems, which is this ongoing report so how could I have done it twice?. They have also now threatened me by stating they will permanently ban me for taking advantage of them which I have not done at all. If anything they have taken advantage of me by having me complete an offer and then try to not credit me. And I know I have not been credited even once for this offer as *** had the same amount of gems on Tokyo Catch for months. The case number on their end for this is ********. Attached is proof of my completion, the offer details, and the emails involved with this case.

  

  Business Response

  Date: 12/06/2022

  What happened?

  The Customer's device suffered an involuntary reset, which caused our system to attempt to reward the Customer for the offer on two device IDs. One of **********************'s Customer Support Representatives informed the Customer about these findings and after verifying with management, the delivery of the rewards on the Customer's new device was approved.

   

   

  What we did to help the customer/resolve?

  **********************'s *************************** reviewed the case and approved the reward after confirming the automated flag on the Customer's account was triggered by an involuntary reset.

   

   

  How were things left with the customer?

  The Customer was awarded the currency to their app profile to resolve the situation.

  Customer Answer

  Date: 12/06/2022

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