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Business Profile

Online Gaming

SciPlay

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/09/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    There is a charge on my account for today ( June 8th, 2025) for *****. I purchase coins on jackpot party but did not purchase any today. But yet you stole ***** from my account today. I would like you to refund my money.

    Business Response

    Date: 06/10/2025

    Hello ****!

    Our records do show that your account did make a $14.99 purchase late in the night of June 7th.  Due to time zone differences, the charge may have shown as June 8th for you.  It looks like you have a support ticket open with us.  In it, we've requested your ****** Play receipt for the charge in question.  If you could provide that, we would be able to take a closer look!

  • Initial Complaint

    Date:04/01/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    SciPlay sells coin/credit packages. I purchased a 2 trillion chip package. When I was down to a trillion 500 million chips. The slot machine chanced my bet from 135 million to 60 billion. They say when you change machines they will automatically up your bet a small percentage. They then said you must of left the game and came back into it. NOT! They then said I must of hit the bet increase button by mistake. In order to increase the bet from 135 million to 60 billion I would have needed to hit the increase button 12 times in error. They refused to re-establish my chip/coin balance.

    Business Response

    Date: 04/03/2025

    Hello *****!

    It appears that you contacted our customer support team about this, and we discussed what happened with you in you support tickets. 

    Our records indicate that you entered a slot and proceeded to spin without adjusting your default bet amount.  Please keep in mind that whenever you enter a slot, your bet will default to a small percentage of your overall bankroll.  We strongly suggest verifying your bet amount prior to spinning to avoid betting at any unintentional amounts.

    We have been unable to find any abnormalities in this situation.  We were unable to further reimburse you as we had already reimbursed you for a similar situation recently.

    We wish you all the best!

  • Initial Complaint

    Date:01/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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: 22863341

    I am rejecting this response because:
    They are a scam company as you can see, they didnt even leave a company name or point of contact. I have so much snap shots and videos of how unfair the dice play is!  Is getting to the point where its unbelievable comical. They will make you lose on purpose bc the only way to profit is to have people pay for more chips. You pay for more chips by losing. Losing to non players. There is such a pattern to the game as well. A computer player will also respond with a emoji if you send one first. 
    a computer player will always accept doubles then roll doubles about 2 out of the next 4 rolls. 
    its ok I have alerted the ************************. They have horrible algorithms. 
    Sincerely,

    ***** ******

    Business Response

    Date: 01/29/2025

    Hello *****.

    I can assure you that there is no cheating in the game and that our dice are not manipulated in any way. I understand that it can be frustrating when your opponent gets just the roll that they need to turn things in their favor, but that is just something that can happen with random dice rolls.  The screenshots you've provided do not appear to show anything abnormal.  This appears to be something that we have explained to you in several support tickets that you have submitted to us.  However, it also appears that you've been suspended from support services due to excessive use of profanity towards our support agents. 

    While we won't be able to provide a monetary refund, we do still wish you the best of luck with your backgammon games!

  • Initial Complaint

    Date:05/31/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 2 unauthorized charges from Phantom EFX. I looked up who they were and it says online gaming casino. I dont have any of those downloaded on my phone. It gave me a list and Ive never had those. Chatted with an agent and they wanted me to pay to talk to a live representative. Cashed the n number and they dont support phone calls. Im trying to get these charges reversed and figured out before Im charged more money.

    Business Response

    Date: 06/02/2024

    Hello ********!

    I'm not sure who you contacted, but we would never charge you to speak with a representative.  We don't appear to have any communication from you from the email provided.

    The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household with access to your marketplace app account ******* Play, Apple, etc) may play. Our games include Quick Hit Slots, Gold Fish Casino, Jackpot Party Casino Slots, as well as many others. Please refer to our website listed below to see a list of all our games.  

    **************************************

    All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

    A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

    Hopefully that clears everything up for you! While we will be unable to provide a refund, if you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu. You can also reach out to us at ************************.

    Have a great week!

  • Initial Complaint

    Date:05/28/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 multiple charges even some 4.99 some 9.99 I'm not playing there games have no idea why I have so many charges some days it's everyday .

    Business Response

    Date: 06/02/2024

    Hi ****,

    The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc), may play. Our games include Quick Hit Slots, Gold Fish Casino, Jackpot Party Casino Slots Hot Shot Slots, 88 Fortunes, MONOPOLY Slots, Bingo Showdown, as well as several others. Please refer to our website listed below to see a list of all our games.

    **************************************

    All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

    A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

    Hopefully that clears everything up for you! If you ever have any in-game issues, please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.

    Have a great week!

  • Initial Complaint

    Date:04/29/2024

    Type:Order Issues
    Status:
    Resolved
    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 offered a buy one get one free and then they never applied it. I paid ***** plus tax and they are asking me to provide a receipt which I have so they still havent given me what I paid for and theyre just asking me to do a bunch of things that should not be necessary to just be provided what I was promised. I just want the free coins. I was promised when I applied for the Bogo buy one get one free they know exactly what it is and I just want them to apply it to my account. Theyre trying to say to restart my computer which I did several times and its still not there.

    Business Response

    Date: 04/29/2024

    Hello ***!

    It looks like you still had several active support tickets open about this issue.  We've responded to the support tickets, and in it we've explained that you actually made your purchase after the **** offer had already ended.  The **** offer went from 12:50 PM - 7:00 PM CDT.  Your purchase was completed after that timeframe.  However, we were still happy to work with you on the outcome of your support ticket.

    Keep in mind that if you do have any issues, you can contact our support team through the help feature in the game's settings menu.  We're always happy to look into the issue and respond accordingly in the support ticket.  We wish you all the best!

  • Initial Complaint

    Date:01/19/2024

    Type:Billing Issues
    Status:
    Resolved
    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 do not know what this is and my account was charged on January 17th and 18th with ***** several transactions. Please block this person from using phantom as I do not use it. This happened in November as well.

    Business Response

    Date: 01/21/2024

    Hi Pattricia,

    The charges you're referring to from PhantomEFX are likely associated with one of our games, which may have been played by you or someone in your household with access to your marketplace app account ******* Play, Apple, etc.), such as Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Please consult our website listed below for a comprehensive list of all our games.

    **************************************

    All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

    A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

    Hopefully that clears everything up for you! If you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.

  • Initial Complaint

    Date:01/17/2024

    Type:Product Issues
    Status:
    Resolved
    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 just woke up with attempted debits from my account and ****** informed me who this company is. I'll be reaching out to my bank about this company.

    Business Response

    Date: 01/17/2024

    Hi Jazzi,

    The charges that you mention that are showing from PhantomEFX would actually be charges from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc) may play.  Our games include Jackpot Party Casino, Gold Fish Casino, Hot Shot Casino, Quick Hit Slots, 88 Fortunes, MONOPOLY Slots, and Bingo Showdown. Please refer to our website listed below to see a list of all our games.  

    **************************************

    All charges for purchases within our games come through as PhantomEFX on bank statements and may not show the actual name of the game due to the initial setup of our account which, from time to time, has caused confusion for our players.  

    A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each of the transactions that they process. The receipt will show which of our games the purchase was made on.

     Hopefully that clears everything up for you! If you ever have any issues in-game please don't hesitate to reach out to our customer support team using the in-game support button found in the settings menu.

  • Initial Complaint

    Date:12/04/2023

    Type:Product Issues
    Status:
    Resolved
    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 a package from 88 fortunes online game for ***** the credits never appear, so I emailed them and I purchased another ***** package I received the 2nd purchased but not the 1st one I like my money to be refunded to my card, I will not be making any purchases from them.

    Business Response

    Date: 12/05/2023

    Hello ****!

    I was able to find the Customer Support tickets that you submitted.  We have responded to you there and have been trying to ensure that you receive your purchase.  However, we have not received a response back from you in those support tickets.  If you haven't seen our responses yet, please check your junk/spam folders as they may have gotten moved to there.  Once you've done that, we'll be able to continue assisting you with getting your purchase!

    I hope that clears up any confusion!  For any further assistance, don't be afraid to contact us through the in-game support option!

SciPlay is NOT a BBB Accredited Business.

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