Complaints

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• Initial Complaint

  Date:10/09/2025

  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.

  Between August and October 2025, I lost $3,082.41 through Masque Publishings gaming platform, which operates via MSN Games and the ********* Store. The platform appears to be bot-driven, with rigged game outcomes and scripted hate speech (including pedophilia, racism, and politically targeted attacks). On October 9, I was subjected to a mute trap triggered by a Terms of Service pop-upan act of retaliation following my investigative activity.Resolution Attempts:Filed a formal complaint with the ******************************* (IC3)Complaint ID: ******************************** Contacted Masque Publishing via email and postal mail (delivery confirmed, Case #*****)Opened a case with ********* Store Support Case #: ********** (currently under escalation)Requested Resolution:Full refund of $3,082.41 $100,000 compensation for emotional distress and investigative costs BBB investigation into Masque Publishings practices Contact Information: ***** **** ******* Email: ************************ Phone: ************ Mailing Address: P.O. ********************************

  Business Response

  Date: 11/10/2025

  Masque Publishing (Masque) values its online game players and their comments about their experiences when playing Masque games. Masque wants to keep improving the quality and player enjoyment of its games. Masque regrets the negative experiences expressed in the Complaint filed against Masque on 10/09/25.

  With respect to the Complaint, Masque offers both single and multiplayer online games that are free to play on various platforms, including MSN. On all platforms,Masque has a Terms of Service (TOS) that all players must accept or agree to before they can play these online games.

  The TOS describes digital products, such as coins, that are used by the players. Free coins are available for every player every four hours, during promotional events and players can also get free coins at any time simply by watching an ad.  Players can also choose to purchase coins to immediately play at higher levels, extend play or purchase in-game items.  However, it should be noted, many players have enjoyed playing Masques online games for years without ever purchasing any coins.

  In Masques multiplayer games, ** players will fill in when appropriate when there are not enough human players to allow a game to be played.  These bots, as the Complaint calls them, without exception, all have names that end with the capital letters **, they are the only avatars that have greyscale colors and all have a consistent, unique humanoid look.  Masques game environment prohibits human players from having similar unique, humanoid looking avatars, greyscale colors or ending their names with the ** letter combination.  One can always clearly tell which players are bots and which are not.  The bots on Masques system have no chat or communication capability.  Accordingly,the bots do not have scripted hate speech (including pedophilia, racism, and politically targeted attacks).  The claim that the bots have scripted hate speech (including pedophilia, racism, and politically targeted attacks)is completely inaccurate and wholly unfounded. Masques bots do not attempt in any way to play with rigged game outcomes.  Play of Masque casino online games is accurately based on real or actual casino game play, including the odds or chances of the player winning. The goal is for players to enjoy playing the games so they will return and/or possibly even tell their friends about the games.

  Human players can chat.  Players all have the ability to block speech from other players.  For example, if a player is using offensive language, any player has the ability to block the offensive player and that offensive players chat will never be seen by those that blocked them.  Offensive behavior is prohibited according to the **** When Masque can verify that a player has conducted themselves in an offensive manner, Masque has the ability to mute any such player for any period of time. Such muting can happen to any player who violates the ****

  Masque diligently tries to apply its TOS to all players in a fair and impartial manner and avoid player preferential treatment.Based on the facts and evidence here, including the **** Masques actions are serving the best interests of all its players.

  Customer Answer

  Date: 11/13/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  Response to Masque Publishings Statement Complaint #********
  Masques response is unacceptable. It is misleading, incomplete, and contradicted by the abundance of evidence I have already provided. I uploaded multiple files (up to the five-file limit allowed) into the BBB system containing forensic documentation, screenshots, timelines, and supporting exhibits. Their claim that my allegations are wholly unfounded is dishonest, as the evidence is already on record with BBB.
  Evidence Ignored: Masque dismisses my documented proof of synthetic chat environments, hostile scripting, and retaliatory muting. These files are part of the case record and cannot be brushed aside.
  Rigged Outcomes: Masque asserts their casino games are accurately based on real play but provides no published odds, transparency, or regulatory oversight. My evidence shows override-linked bundles designed to simulate gambling and manipulate outcomes.
  Mute Trap Retaliation: Masque fails to address the retaliatory mute trap triggered by a Terms of Service pop-up, which is documented in my submissions.
  Coins & Monetization: Masque frames coin purchases as optional, but override-linked bundles simulate gambling mechanics and exploit compulsive engagement. This is a structural design intended to extract payment while disclaiming accountability.
  Pattern of Evasion: Masque ignored the BBB for weeks, only responding after closure. This undermines their claim of valuing players and demonstrates a pattern of non-cooperation.
  Misrepresentation: Masque continues to misclassify its business model, appearing publicly as ********** while operating casino-style gaming environments. This mislabeling is deceptive and ******* them from scrutiny.
  Escalation Trail: Beyond BBB, I have already submitted this evidence to ********* Store Support (Case #**********), the Maryland Attorney General (Case MU-******), and the ******************************* (Complaint ID: *********************************. These filings confirm that Masques denial here is not only dishonest but part of a broader pattern of evasion across multiple oversight bodies.
  Masques response does not resolve the complaint. It reinforces the need for escalation to the Attorney General, FTC, and **** where the evidence I have already submitted will be reviewed in full.
  Sincerely,
  
  ***** *******