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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

  • 26 total complaints in the last 3 years.
  • 4 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2023

    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 have several charges on my credit card that were not authorized. When looking up ****** Phantom EFX, I see many complaints about the same from other people. Yes I play games on my phone but was never informed that I would be charged for this service. I would appreciate some feedback as to this situation.As others have stated I tried to call the number on my credit card charge without any success. This is a scam. If I was informed prior, than I am responsible, but I was not. I will be complaining to the company who put out the games also but don't know how successful I will be.Thank You

    Business Response

    Date: 04/24/2023

    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, such as, Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino. Please refer to our website listed below to see a more complete list 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. Our games are unable to make charges to an account without the interaction and authorization of the user for each individual purchase.

    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!

  • Initial Complaint

    Date:04/21/2023

    Type:Billing 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.
    I have reoccurring charges on my credit card from this company that I don't know who they are why they keep charging me and can't find a way to cancel. Per my credit card company it's a subscription. I may have done some trial or something I don't typically but my biggest issue is not an easy way to cancel. I even googled the company name no company website came up just ******** stuff mainly. I don't buy anything on ********.

    Business Response

    Date: 04/23/2023

    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, such as, Quick Hit Slots, Gold Fish Casino, or Jackpot Party Casino Slots. Please refer to our website shown below to see a more complete list 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. Please also keep in mind that we do not offer any subscriptions for our games.  All purchases must be individually made and completed by the user.

    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!

    Customer Answer

    Date: 04/28/2023

     
    Complaint: 19963815

    I am rejecting this response because:

    There are charges being made when nothing has been purchased and no way to contact to dispute

    Sincerely,

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

    Business Response

    Date: 05/03/2023

    Hello ***************

    Our games are not capable of making charges to an account without the direct interaction and confirmation of the player.  A receipt is sent to the email that is attached to your marketplace app account ******* Play, Apple, etc.) for each transaction that they process. The receipt will show which of our games the purchase was made on.

    If you still believe you are being charged for purchases you did not make, you can contact our customer support team directly through the game that the purchase was made on by selecting the support button in the game's settings menu.  Please provide a description of your issue and the receipt(s) for the purchases in question.  We would be happy to help!

  • Initial Complaint

    Date:04/04/2023

    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.
    Phantom Efx is trying to charge my credit card and i dont know who they are or why they are charging me

    Business Response

    Date: 04/04/2023

    Hello ******!

    The charges that you mentioned 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 Slots Casino. 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 some confusion.  

    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.

    We wish you the very best!

  • Initial Complaint

    Date:09/29/2022

    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 was charged 3 charges while I was asleep from ****** phantom efx. I did not make these purchases and this is not the first time it has happened. I do not have my credit card linked to ANYTHING. I do not understand how these charges are happening. I do not play video games of any kind. I do not use this card to make any types of online purchases. Stop getting my account info and charging me! This is ridiculous. I can't even contact ****** phantom efx to find out why this keeps happening. I ****** it, and it gives me this. Your company is a scam and fraud. Stop and refund the charges.

    Business Response

    Date: 10/02/2022

    Hi ********,

    The charges that you mentioned 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, Quick Hit Slots, and several others.  Please refer to our website listed below to see a list of all our games.  

    https://www.sciplay.com

    Charges for purchases made within our games may 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.  From time to time, this has caused confusion for some players.  A receipt is sent to the email that is attached to your marketplace app account for each of the transactions that they process. The receipt will show which one of our games the purchase was made on.

    Please understand that our games do not store or have access to any of your financial information as all purchases are made on the third-party marketplace of your choice ***************** Play, Apple, etc). All purchases that are made through your third-party marketplace account must be initiated by the player as we do not have access to your account or any of your financial information.

    If you believe your account has had unauthorized or accidental purchases, it is our recommendation that you contact the third-party marketplace that issued the receipt for more information and action.

    You can find more information in our help center about how to move forward: https://sginteractive.zendesk.com/hc/en-us/articles/360000492967-Unauthorized-or-Accidental-Purchase

    Have a great week!

SciPlay is NOT a BBB Accredited Business.

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