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:07/25/2025

  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.

  I downloaded an Avia Game, solitaire clash, expecting it to be free as advertised.Nowhere in the advertising nor privacy policy does it say they will withdraw money from my ****** account. Nor does it say they can freely take money from me via a subscription.The 100 transactions they charged my account added up to be $238.28. All charges to my bank account were on 2 days, July *****. I looked at my account on the evening of the 22nd, saw the massive amount of transactions and sent an email to my bank, ****** and AviaGames. I called Avia also and the woman who answered the phone sounded like just a random person and hung up. Their phone number is ************ Conveniently, the number isnt on their website anymore.

  Business Response

  Date: 07/27/2025

  Hello,
  
  Thank you for contacting us.
  
  After checking the records in our system, we have found that there's an open inquiry of yours. Please refer to the information provided by the agent.
  

  Thank you: )
  
  Regards,

  Customer Answer

  Date: 07/28/2025

  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:07/20/2025

  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.

  This year I began playing the mobile game Solitaire Clash by Avia Games. Since this date I have put in over $15,000 to playing the game. While it seemed legit at first, over time it became clear that the game was cheating me out of wins. I would score very high and get beat by scores that were a couple hundred points higher, which based on the scoring system, isnt even possible for a human to score as they would have to finish the game in under 30 seconds. This happened many times where l was beat by an impossible score and lost significant amounts of money. The game admits to using historical scores but it seems clear that not all scores are human. Meanwhile if I score low I will still place just out of the scope of winning and the scores will only be slightly above me. They are picking and choosing in a way that I cannot win.They occasionally let you win to make it seem legit but this is clearly not what it claims to be as a social competition game.

  Business Response

  Date: 07/22/2025

  Hello,
  
  Thank you for contacting us.
  
  After checking the records in our system, we have found that there's an open inquiry of yours. Please refer to the information provided by the agent.

  Thank you: )
  
  Regards,

  Customer Answer

  Date: 07/22/2025

  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:07/19/2025

  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.

  Hi,I don't think we as Players/Customers have the upper advantage as the games rig with bots and can't be beaten or not depending on how the game works.I don't think this should be allowed as you can clearly see they are bots as they use real names plus AI generated profile pictures.I would like a refund to my purchases I made and delete my account as I had enough of playing and depositing in to a game that is skill and get beat by AI with like *****+ score it's ridiculous.I must of spent over 250+And hardly won nothing.Yeah it's a fun game don't get me wrong but it'd just the bots that's have the advantage of getting *****+ is not really ************ I'm here to request a refund and delete my account or have the money put in my ***** ******* details are UID = *********** UserName = Jordan1evo APP = 8 Ball Strike

  Business Response

  Date: 07/20/2025

  Hi there,

  Thank you for contacting us. Please allow us to apologize for the negative experience.

  Please note that Avia does not use bots in any cash games.
  If you have any further questions or concerns about your game matches, please feel free to contact our Player Support team in-app or at ********************************************
  

  Thank you :)
  

  Kind regards,

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23625039
  
  I am rejecting this response because I positive these are bots no way on this real players as they use ai generated fake profile pics and use real names to try make it look real but I'm definitely sure are as on the game don't use real names and things

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

  Business Response

  Date: 07/23/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  To clarify, **** does not use bots in any cash games. **** is committed to ensuring that our products remain a trustworthy and fair platform for all of our players. To achieve this goal, we have developed a sophisticated match-making system that measures the skill level of our players and sets up matches accordingly. This is designed to ensure that competitions are fair and that each player has a balanced chance to win using their skills.
  
  Please contact Player Support or at ******************************************** if you have any questions. Thank you :)
  
  Regards,

• Initial Complaint

  Date:07/18/2025

  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 purchased items with this app because free cash offered rewards to purchase and stated this is THEIR PARTNER! They had to confirm with their partner requirement had been made after you add money to this company. Well shocker they scammed me. I want a full refund of all money given to this company. I went to ****** and this company didnt refund their so Im now going to go through my bank. Dont offer rewards to spend money and s**** people!

  Business Response

  Date: 07/20/2025

  Thank you for contact us,

  We've reviewed your case and can confirm that our support team has already provided a detailed response regarding your inquiry.
  For your convenience, you may refer to our previous message for complete details. Should you require any further assistance, our Player Support team is available in-app or at ********************************************.

  We appreciate your understanding and are happy to help with any additional questions you may have.
  
  Kindly,

• Initial Complaint

  Date:07/18/2025

  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 discovered five fraudulent transactions on my debit card from Aviagames. Each transaction was a payment to them for $300 each totaling $1500.Three transactions occurred on July 16 2025 and two transactions occurred on July 15 2025.I have never authorized a transaction to this company, nor do I have installed or use any apps related to this company. I filed a fraud report with my bank due to this. These were the only unusual transactions seen in my debit card history.

  Business Response

  Date: 07/20/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Unfortunately, we are unable to locate the game account with current information. Please contact Player Support at ********************************************.

  We will be glad to assist. Thank you.
  
  Regards,

• Initial Complaint

  Date:07/17/2025

  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 have spent loads of money with Avia games playing Bingo tour and solitaire. I find it impossible there are not bots playing against humans. My match completed and Im always the first one done waiting for others. When I do well on high stake games there is always scores that are outrageously high, like literally not achievable often. Avia games should be audited for their conduct and if there is ever a class action brought against them Id love to join.

  Business Response

  Date: 07/20/2025

  Hi there,
  

  Thank you for contacting us. Please allow us to apologize for the negative experience.
  

  Please note that **** does not use bots in any cash games.
  

  If you have any further questions or concerns about your game matches, please feel free to contact our Player Support team in-app or at ********************************************
  

  Thank you :)
  

  Kind regards,

• Initial Complaint

  Date:07/10/2025

  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 downloaded this game under the impression that it was a free game to play. In what I thought what they needed was an account to deposit my winnings to. As soon as I opened my ****** account it charged me $6.00. This is false advertising I want my money returned.

  Business Response

  Date: 07/11/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Based on the records in our system, there is a deposit made to the game via ******. As the dispute has been filed, please wait for the dispute result.
  
  Please contact Player Support if you have any questions. Thank you :)
  
  Kindly,

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23580342
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  i have went through ******* claim review and they will not file it. Saying they see nothing wrong with it. They dont seem to understand what happened here. I did not want to purchase anything. I merely went to ****** because it asked how you want to receive any winnings. As soon as I got on my ****** acct charged 6.00 I put no amount in. NOTHING

  Business Response

  Date: 07/14/2025

  Thank you for getting back to us.
  
  Based on the description, we'd like to assume that you might have misunderstood features in the app. Please allow us to clarify the following information for the app:
  "Deposit" means to deposit into the game account.
  "Withdraw" means to receive your winnings.
  
  Please contact Player Support in the app or at ********************************************. We will be glad to assist. Thank you:)
  
  Regards,

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23580342
  
  I am rejecting this response because: I have already tried talking to the support team. They act like I dont know what a deposit and withdrawal are. If they read my complaint it clearly states that I didnt put any amount of money anywhere I opened ****** and it charged $ 6.00 and I did not touch anything . I want a refund. I think this is ridiculous to keep going back and fourth with the same explanation. Yes I know what a deposit and withdrawal are. Apparently they only know how to withdraw. Please just refund me. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/07/2025

  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 opened an account on their game and deposited $5 after winning 28 I tried to withdraw and was banned immediately. This has happened to my husband and friends as well.

  Business Response

  Date: 07/09/2025

  Hi there,

  Thank you for contacting us. Please allow us to apologize for the negative experience.

  Based on the provided email address, we have located your game account. Please note that your game account has been banned for violating the Terms of Service.

  Quoting Terms of Service: "5.3 Cheating, Harassment, and Abuse. When participating in any tournament or competition via the Apps or using the Services in any way, you shall not conduct any act which may unfairly alter your chance of winning or which may misuse our Services, including, without limitation: (i) registering and/or using multiple Accounts or sharing those accounts with anyone else; (ii) using unauthorized or altered software or hardware or abnormal network services to assist play (e.g., including the use of bots, bot nets, jail broken devices or rooted devices, collusion with bots and/or use of cheat programs such as debuggers, clock-skewing software and memory scanners); (iii) intentionally poor playing to achieve competitive advantage; (iv) colluding with other players (e.g., intentionally losing rematches in Cash Competitions); (v) deliberately transferring money between Accounts (e.g., money laundering); (vi) harassing other participants; (vii) misusing any payment mechanism in connection with your Account; (viii) illegitimately or improperly rejecting the Services; (ix) swindling gifts of deposit; (x) posting objectionable materials; (xi) using any method (including but not limited to modifying GPS location or changing network location) to alter your true geographic location in order to engage in transactions or gameplay using networks or payment information inconsistent with your actual geographic location; (xii) inviting other accounts registered by you to receive referral rewards in our Services; and (xiii) using the same device or share personal information with your inviter or invitees so to mislead us to identify the referred accounts as belonging to the same person.If you engage in any of the activities above, we may, at our sole discretion: (i) immediately suspend or terminate your Account and block your access to the Services; (ii) void and forfeit any Winnings that you may otherwise have been entitled to receive; (iii) disgorge and/or recoup any Winnings received by you; (iv) recoup the amount of funds involved in the misuse of a payment mechanism, and block your access to the Services until those funds are recouped; (v) institute or seek any injunctive relief, civil and/or criminal penalties against you and/or any of your co-conspirators arising out of or relating to your conduct; and/or (vi) disclose or report any money laundering or similar illegal activity to law enforcement authorities."

  If you have any questions, please feel free to contact Player Support in-app or at ********************************************. Thank you :) .

  Regards,

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23567998
  
  I am rejecting this response because: my account was banned after only a few matches. This was my only account on the game and I had no problems depositing money but when I tried to withdraw I was accused of abusing the game. A small claims lawyer will contact your company shortly.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/15/2025

  Hello,
  
  Thank you for getting back to **. Please allow us to apologize for the negative experience. Based on the records in our system, your game account is banned for violating the Terms of Service.
  
  Please contact Player Support if you have any questions.
  
  Thank you :)

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23567998
  
  I am rejecting this response because: this company has continued to ban people while claiming we violate terms and services yet cannot explain what part we violated. I will continue to make complaints 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/07/2025

  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.

  This business use deceptive advertising and suspicious operating tactics on it's Solitaire Clash gaming platform. While there is an overwhelming number of complaints from users who've brought forth suspicions of playing against bots/algorithmic competitors, as opposed to live/human competitors the gaming platform claims are playing, no actual proof has been made available by the Avia Games to contradict these overwhelming complaints. Furthermore, many of the "player" scores the Company claims were generated by human competitors are statistically impossible to achieve using physical human movements on the game's platform, and could only be the result of some form of of artificial/technological intervention (if not a simply made up score without any game being played in the first place).

  Business Response

  Date: 07/08/2025

  Hi there,

  Thank you for contacting us. Please allow us to apologize for the negative experience.

  Please note that **** does not use bots in any cash games.

  If you have any further questions or concerns about your game matches, please feel free to contact our Player Support team in-app or at ********************************************

  Thank you :)

  Kind regards,

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23565863
  
  I am rejecting this response because:
  
  There are some astronomically high scores which seem to occur at convenient times, and these 7000+ scores occur just enough to knock more realistic scores out of contention from any winnings. Ive seen this occur frequently in games, whether Im in contention to win with a score in the low 7000s, played a set that could not be completed, or just played a poor round and simply took notice of the gap between winning scores and all the others. Some scores are undoubtedly non-human the ironic timing of when these scores occur makes me suspicious of how the gaming platform really operates. 
  

  Simply denying use of bots repeatedly to multiple users addressing the same complaint, without providing any sort of proof, makes me even more confident in my suspicions and is an answer that will eventually not be good enough (like in the pending CA lawsuit I read about that ultimately triggered this complaint).

  Sincerely,
  CS

  Business Response

  Date: 07/15/2025

  Thank you for getting back to us,

  Please note that **** takes fairness very seriously, and we do not use bots in any cash games. The system matches players based on their skill level. We understand how frustrating it can be when games dont go your way, but we can assure you that the matches are fair. If you have any specific questions about the game, feel free to contact us in-app or at ******************************************** at any timewe are always here to help!
  

  Best regards,

• Initial Complaint

  Date:06/28/2025

  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 was reviewing my bank and credit card statements. I have repeated charges, sometimes 5+ charges a day totaling hundreds of dollars. I did not make these purchases. Either someone has hacked my account or there is a glitch in the system. I think the charges get out in multiple ******** like a refund. I will talk to my bank and card company.

  Business Response

  Date: 06/29/2025

  Hi there,
  
  Thank you for contacting us. Please allow us to apologize for the negative experience.
  
  Based on the records in our system, there is an open inquiry of yours where our agent is still waiting for your response. To better locate the issue and help you with your concerns, it is suggested to provide the agent with detailed information and related screenshots.
  
  Also, please allow us to clarify that only authorized deposits can be made into the game as all deposits require the player to initiate in-app. Thank you :)
  
  Regards,