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:12/01/2023

  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.

  On December 6th at approximately 12:00 noon, I attempted to purchase a $120 gift card as a gift for a colleague from Skip the Dishes through their website. I filled in all of the information including the information on my **** debit card. When I submitted the form I received an error message that the transaction could not be processed as the card information was incorrect. I proceeded to do it again, paying close attention to the numbers. Again, I received the same message. I tried a third time, this time using my **** credit card and again received the exact same message. At that point I gave up. I then logged into my bank account and noticed 2 charges for $120 for Skip the Dishes, I did the same for my credit card and saw a $120 charge there as well. At no time did I ever receive a confirmation that the charges were processed, only error messages that the transactions did not go through. I have attempted to reach out to Skip the Dishes to get this resolved but they do not publish a telephone number or an email address so the only method I had was to use their form on the website, which I did. It has now been about ********************************************** On the evening of December 6th, at approximately 7:00 pm, it thought I would try the chat feature on the Skip the Dishes app that I have on my phone. I had a conversation with a CSR named ***** who, after about half an hour, told me that all three charges were phantom charges "which can happen if you use a **** debit or credit card". ***** confirmed that at her end the charges were successfully processed back to my cards. It is now 2 days later and the charges still appear on both my bank statement and my credit card statement. I have launched a dispute with my bank on two of the charges, but that can take 30 days to resolve. I am about to do the same with my credit card provider. All I am asking is that Skip the Dishes refunds fully the funds they took. Also, I still do not have a gift certificate.

  Business Response

  Date: 12/01/2023

  Hello Moira.

  It sounds like you may have the wrong company.  We are SciPlay/Phantom EFX, and we have no affiliation with any company called Skip the Dishes.  When the support representative you were speaking to used the phrase "phantom charges," I think they may have meant charges that will go away, and not charges from Phantom EFX.  However, we strongly encourage speaking with your bank and/or credit card company if you believe you were charged for something you did not receive.  Also keep in mind that December 6th of this year hasn't actually occurred yet.  Is it possible that you meant a different date?

  I hope that clears up any confusion!

• Initial Complaint

  Date:11/10/2023

  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.

   
  Complaint: I am rejecting this response because:

  This company charged my credit card another $35.83 the very next night. I dont even know who this company is. I dont ******, play online games, or give my credit card info to any company of this nature. No one in my household has access to my credit card. My credit card bank will now go after this company, and the charges were reported as fraud. I do understand that it is possible someone has stolen my credit card info and used it fraudulently, but with so many similar complaints on the internet about this company, not sure what to believe. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/12/2023

  Hi ****,

  If the charge that you mentioned are showing as being from PhantomEFX, that would actually be a charge from one of our games that you or someone in your household, with access to your marketplace app account ******* Play, Apple, etc) may play, such as, Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Purchases can't be made without direct interaction within the games. Please refer to our website listed below to see a list of all of 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.
  

  Have a great week!

  Business Response

  Date: 11/14/2023

  Hello ****!

  We aren't able to charge accounts without direct interaction with a player through the game.  All purchases must be initiated and confirmed by the player within the actual game. We do not keep credit card information (that is kept by the platform you're playing on such as ***************************** etc.). If you believe that someone else has access to your Apple/Google Play/Facebook account and have used them to make purchases without your consent, then we do strongly suggest contacting your bank or credit card company.  

  If you would like us to take a closer look at the specific charges in question, you can also contact our support team at ************************.

  I hope that helps clear everything up!

• Initial Complaint

  Date:10/16/2023

  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.

  I did not order anything but I keep on getting build 26 something credit card number by saying that's where they would put money at if I won.

  Business Response

  Date: 10/16/2023

  Hello ******!

  Is it possible that you confused ** with a different company?  We do not advertise that any real money can be won or put on a credit card.  Please keep in mind that our games do not offer real money gambling or an opportunity to win real money or prizes. No actual money or anything of value can be won playing our games, and no actual money is required to play.For our full terms of service, please visit the following link: ********************************************************

  If you believe that there has been any misunderstanding, please feel free to contact our Customer Support team at ************************.

• Initial Complaint

  Date:09/22/2023

  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.

  They are trying to charge my account when I never signed up to them. They have continually try to get into my PayPal account to take funds for Service. I never asked

  Business Response

  Date: 09/24/2023

  Hello ****!

  If the charges that you mentioned are showing from PhantomEFX, these 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, such as Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. 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:08/29/2023

  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.

  I want to know why I was banned from purchasing games. And I was not refunded for the games I did purchase.

  Business Response

  Date: 08/29/2023

  Hello *******!

  We don't actually have any record of an account with your name or email address being banned from making purchases on any of our games.  Please keep in mind that we do not offer any opportunity to purchase specific games, but rather we offer an opportunity for the purchasing of in-game currency. 

  If you still believe that you are having an issue with any of our games, please feel free to reach out to our support team by clicking the support option in the game's settings menu!

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  phantom efx is charging me on the 3rd of each month $24.99 for no reason. I did not order anything.

  Business Response

  Date: 07/31/2023

  Hello *****!

  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, such as, Quick Hit Slots, Gold Fish Casino or Jackpot Party Casino Slots. 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.

  We do not actually offer any recurring purchase options or subscriptions. Purchases on our games must be made individually and be approved by the purchaser. If you have any questions about purchases, I would suggest contacting our Customer Support team so that we can take a closer look.  You can reach out to our Customer Support team by pressing the "Contact Us" button in the game's settings menu.  

  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!

• Initial Complaint

  Date:07/13/2023

  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.

  I purchased a "Lux Pass" in the game Jackpot Party. I was supposed to get coins with it but didn't. I have sent a message to Phantom EFX but haven't gotten a reply yet. I found a website through the charge listing with my bank but it doesn't open anything. Says it may have moved or changed. There is no way to contact the company. I have made purchases regularly through this game and this has never happened. Not sure if it is a glitch but they need to have more contact information in the event of such a problem. I would just like to receive what I paid for.

  Business Response

  Date: 07/13/2023

  Hello ****!

  It looks like you did contact us through our **************** contact function on July 11th at 10:29 PM CDT.  We then responded to your support ticket on July 12th at 6:28 PM CDT (if you don't see the response, try checking your spam/junk folder).  

  The Diamond Pass purchase does not actually provide any coins, Bingo *****, or Honey Bucks itself.  What the purchase does is unlock the Diamond Pass track at the tier level that you purchased.  That track will provide various amounts of rewards as you travel along that Diamond Pass track.  The amounts shown on the purchase screen are the combined total amounts of rewards you would earn if you completed the track.  That is why it says that you could earn "up to" the listed amounts.  For further information, you can read the feature's functionality by pressing the "Info" button on the Diamond Pass screen.

  If you have any further questions with any purchase or game feature, please don't hesitate to contact our Customer Support team by pressing the "Contact Us" button in the game's settings menu!

• Initial Complaint

  Date:06/19/2023

  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.

  I purchased more coins for Jackpot Casino $14.99 package total w/tax *****. The money was deducted from my account but I didn't get the coins.

  Business Response

  Date: 06/22/2023

  Hello ****!

  We're always happy to make sure that you receive the coins for any purchase that you make!  This is normally something that you can contact our **************** team about.  You can create a support ticket by clicking on the "Contact Us" button found in the game's settings menu.  As it looks like you haven't created a support ticket yet, I've gone ahead and created one for you using the email address you provided here.  In it we request that you provide the Player ID for your Jackpot Party Casino account as well as the full receipt for the purchase in question.  

  If you ever have any further questions or concerns, you can always contact us through our Customer Support team!

• Initial Complaint

  Date:05/30/2023

  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 have spent 100s of dollars with this company I got a free offer for a ***** value twice and I submitted for it and this company is trying to charge me for it on my apple account. I refuse to pay this as it was offered as a free match. I did it authorize the charge and they got 100s and 100s possibly **** dollars or more from me I was offered a free promotion and they lied!! It is the principal aside from the fact that this is a useless game that offers nothing beneficial except stealing your money

  Business Response

  Date: 05/30/2023

  Hello ***!

  The image that you provided appears to be for two successful purchases that you made in September of 2022.  We are unaware of any free offers that were made to your account at that time.  However, we did provide you with a 50% match VIP offer for a purchase of $19.99 or higher near that date.  You claimed that offer using a purchase shown in your image on September 28, 2022 at 4:37 PM CDT.  You were then successfully given the 50% match coins for that offer on September 29, 2022 at 8:58 AM CDT.  Please keep in mind that this was not an offer for a free purchase.  It was an offer to provide an extra 50% worth of coins for a single purchase made within a certain time.

  If you have any outstanding purchases on your Apple account, Apple may continue to try collecting on that outstanding balance.  

  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 game's settings menu.  We're always happy to help!

  We wish you all the best!

• Initial Complaint

  Date:05/30/2023

  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.

  Today,May 26 2023 I purchased coins,(360,000,000)for ***** plus tax ***** total. Order # GPA **** ***** ***** ****** at 5:45:01 pm EDT. You took my money but I have not received my coins.

  Business Response

  Date: 05/30/2023

  Hello *****!

  Our records do show that you successfully received your purchased coins for purchase GPA.3371-5362-0680-59416 on May 26th at 11:51 PM CDT in our Quick Hit Slots application.  

  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 game's settings menu.  We're always happy to help!

  We wish you all the best!