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:11/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This has been an ongoing issue for about 3 months now. There is a specific game, War Dragons, that has a large base of players, where Android users are not able to play the game. We have posted on their ******** Page about the issue, and we just get a random "We are working on the issue." One of their solutions was to not upgrade the software on our phones. This is not a resolution because the software update is forced after so many times. Another suggestion was using an Android Emulator, and that did not work, and I have tried several of them. I am a pretty smart guy holding an Associates in Programming and a BAS in Cyber Security and I have tried a number of things to play this game to no availability. I know I am not alone when I say this is crazy as to how long this issue has been going on with no resolution. At this point they really need to compensate users and get the issue fixed.

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Very upset! Unauthorized charges on my accounts, cant do anything since there are still processing. But almost $400 is insane to me. Not find no assistance. Very frustrating!! I just want a refunds!

• Initial Complaint

  Date:03/01/2024

  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.

  Pocket Gems (PG), has suspended my account, and is refusing to unsuspended my account. They have accused me of cheating, and violating section 8 of their code of conduct. This is completely untrue, and very offensive.Ive been playing the Pocket Gems, (PG) game WarDragons very actively for the past five years. *** invested a lot of time and money. *** never had a complaint or done anything inappropriate while playing the game. I recently have started playing an advanced area of the game known as Atlas more, and there is a bit of a learning curve. I was kicked off my team because I unknowingly attacked two castles my team didnt want to attack, which is not illegal, and is also listed as an option while playing. I was merely following the options available on the castles and trying to learn Atlas. The team reacted completely inappropriately by posting several nasty things on the team chat after kicking me off and requesting my account be banned with no explanation whatsoever. I learned about this from my girlfriend who is also on the same team.I contacted the pocket gems support center and requested my account be unsuspended. The response I got was that I had been cheating, and violated their code of ethics in section 8. This is completely untrue and offensive.I would like my account unsuspended immediately; or be compensated for the time and money Ive invested over the past five years. I have paid $4.99 frequently per month over the last five years, as well as made other purchases. More so than the financial investment, I have played diligently to build my account investing a substantial amount of time every day to it. My information is as follows:My username is: NvyNick.PG support request number: *******.My contact email is: ******************** I really enjoy the game, and hope that this can be resolved in a positive light. I have copies of all correspondence if needed. Thank you for your help resolving this matter.Sincerely, *************************

  Business Response

  Date: 03/07/2024

  Hello ****,
  
  Thank you for contacting us. After further review of your case, your account was suspended due to actions that were flagged for exploiting our game to gain an unfair advantage over other players. These actions in question are in reference to the in-game mail we sent to all users in Atlas on 1/4/2024 titled "********** Play Reminder."
  
  Please note, the only time an account faces suspension is if it's been flagged for violating our rules. Our support team is in the process of reviewing your case and account status. Please refer to your support ticket, ticket #*******.

  Regards,

  Pocket Gems Player Experience

• Initial Complaint

  Date:02/16/2024

  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: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ****** support been very lazy in response back that's why have to put duplicate tickets in also lost of daily tributes,contest prizes and any other collectibles have not been compensated for there lost or answer to there lost now had to purchase tablet inorder to play further lost of money invested in game

  Business Response

  Date: 02/27/2024

  Hi ******,
  
  Thanks for contacting our support team. I'm sorry to hear that you have been experiencing an ongoing issue where our game is crashing on your device. Unfortunately, this appears to be a widespread issue that's impacting many games on newer Android devices.
  
  Our team is currently investigating a fix as well as waiting on the manufacturer of such devices to address this common issue. In the meantime, we recommend that you play our game on another device (if you have one), and monitor our Known Issues page (*************************************************************************** for when this issue has been resolved.
  
  Furthermore, please note, we only close support tickets if they are duplicate reports of a previously filed ticket. This is simply done for streamlining purposes, and to prevent duplicate reports in our ticket queue. We recommend staying in touch with our Support Team in a single ticket that you already have open. In this case, since our team is still working on a fix, they will let you know when this issue has been resolved.
  
  We appreciate your patience and continued support of War Dragons.
  
  Regards,
  
  War Dragons Player Support

• Initial Complaint

  Date:06/09/2023

  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.

  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,
  
  Crystiana Wheaton

  Business Response

  Date: 06/20/2023

  Crystiana, thank you for writing in. On June 12th we replied to your ticket through our player support tool (#*******) indicating we have credited your app with the currency you lost due to this issue. 

  If you do not see this credit or have additional questions, please reply to that ticket. As a reminder, by submitting multiple tickets before a response is received, your ticket may inadvertently be pushed to the bottom of the queue - and we certainly don't want you to experience any additional frustration!

  We appreciate your continued support of Episode. 

  Sincerely,

  Episode Player Support

• Initial Complaint

  Date:06/06/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the support tickets I have opened throughout the game have been closed so I would like to know how this will be solved? I have also left about 15 messages for someone to call me back. *** also sent emails and hand printed letters that have been mailed and have received no response. I would like someone to contact me ************
  
  Sincerely,
  
  Crystiana Wheatonk in a dead loop of a challenge and are not getting 2x the points for the book we chose and we are out of gems and tickets. I worked hard to get an active book club where people are reading and such and working together as a team and this is extremely unprofessional. I do have photos and videos of the aftermath and what happened after this happened. I spend a ton of money on this app and I am a VIP member and as a VIP member and someone who spends money on this game, I would appreciate that I am reimbursed and this is taken care of as far as everyone else in my book club. I am always telling everyone about how good this app is and I spread the word. I would hate to have to start telling people the bad things about this app because this is a serious problem They told me they are aware of the problem but they will not refund me for my gems or my tickets that got wasted. I used about $60 worth and they refuse to give me back my money or even replace the items I lost during this outage.

  Business Response

  Date: 06/08/2023

  Hi Crystiana,

  We are truly sorry that your ********* experienced this! Our team has been investigating what caused this error to occur, and we'd be happy to further work with you on your Support Ticket. We will also make sure that your Support Ticket gets escalated to one of our leads. We apologize again for the inconvenience and thank you for continuing to support Episode.

  Regards,

  Episode Player Experience Team

• Initial Complaint

  Date:12/31/2022

  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.

   
  Complaint: 18665476
  
  I am rejecting this response because:

   

  1. "This temporary shutdown was advertised ahead of time both in-game and on our forum, and there was even a countdown timer in game." - Lies. The event was cut down two hour prior to the shown in game timer. I was in game and when I checked and the timer said I had a little bit over two hours left and just as I was about to claim my prizes Atlas was taken down. Everywhere the event was announced to last until December 7 at 2pm PT yet the event was taken away at 9pm CET/12pm PT (see previous screenshots). Further, said update was implemented sooner and there was no need to cut the event shorter just to implement the follow up season ahead of time. A vague announcement in game with no set time is worth nothing. An "announcement" on the forum about a time sensitive situation that's hidden within a post and not front and centre is worth nothing. PG simply failed to properly communicate once again and continues to shift the blame away. Said timer was running and that showed we had two hours left regardless of any announcements. The countdown we all trusted was blatantly ignored in their incompetence.
  
  2. "Once the new feature was live the portion of the game taken down was brought back up and an apology message as well as compensation for the issue was sent to all players."  - Wrong again. We got that because of all the blunders we had to endure the past few days. And as they label "for the extended Atlas downtime" (this refers to the extended periode where PvP was disabled; they announced that on the 5th and extended it unannounced on the 7th too. Once more ignoring their own set timers but this time they just extended it and not shortened it) and not for any losses we had because they took down the event prematurely before everyone could claim their rightful prizes.
  
  3. "If you feel that the specific compensation was not enough or that you suffered a loss above and beyond what other players suffered please reach out to our support team via our ticket submission process and we will be happy to make this right. If you have already submitted a ticket you can ask for your ticket to be escalated and reference this complaint." - Apparently they do not want to make it right. As they keep referring me back to BBB. Here is the reply I got to my ticket:
  "********** here, Senior support from the War Dragons support team.
   
  Since you you've already taken legal actions towards this matter, all communications must now cease and our response will be via your BBB report.
   
  Should you have other concerns, questions, or feedback, please never hesitate to send us a new ticket."
  
  Attached will be a picture of the "compensation" and screenshots to affirm my statements.

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

  ectly all our purchases and the effort and work behind it went to waste as we weren't able to claim the rewards from the season branches within the given timeframe. Those resources would help further within the game. PG's favourite catchphrase is "everything is subject to change" but closing down the event with a running clock that gives the impression you have enough time to claim your stuff and then just say it's apparently our loss and there's nothing they can do is just devastating and malpractice after admitting they could have timed it better and should have taken it down after the crucial time. They claim they "had" to remove it to implement the next season with no regard for the ongoing one. Just something along the lines of a blatant "we took it down" after they done it so there was no way to know in advance especially after they broadly announced the end time over and over and no word in game that they might dare to remove the season prior to that.

  Business Response

  Date: 01/06/2023

  In early December we had to take down a specific portion of the game temporarily to enable another feature. This temporary shutdown was advertised ahead of time both in-game and on our forum, and there was even a countdown timer in game. Once the new feature was live the portion of the game taken down was brought back up and an apology message as well as compensation for the issue was sent to all players. If you feel that the specific compensation was not enough or that you suffered a loss above and beyond what other players suffered please reach out to our support team via our ticket submission process and we will be happy to make this right. If you have already submitted a ticket you can ask for your ticket to be escalated and reference this complaint.

  Business Response

  Date: 01/11/2023

  Having read this player's support ticket sent into our system they are trying to claim potential losses instead of actual losses. They have been adequately compensated for the temporary outage like all other players were and not further action will be taken.

  Customer Answer

  Date: 01/14/2023

   
  Complaint: 18665476
  
  I am rejecting this response because:

  Those are actual losses because the event was taken down before the announced time while the timer showed 2 more hours to claim said prizes. Hence those losses aren't potential but actual losses. If the event wasn't taken down prematurely then I would have been able to get exactly those resource.
  Either way, no, my losses haven't been adequately compensated as I lost resource that aren't available anymore (see seasonal Atlas Rider) on top of missing out on the other resources.
  
  
  Sincerely,
  
  ******************