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Business Profile

Online Gaming

Golden Hearts Games Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 12 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:07/07/2025

    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.
    June ***** & 26th I bought up to $80 in coins to play the games I liked. I play ****** an made a bet of $0.10-$0.20 each spin. The game Vortex has a ball on top of it that when it lights completely up with lightening around it an gets so full of coins from my spins bellscgo off an it pops out coins on a mini game with free spins until you spin out. With as many spins with a $0.10 bet at $25 the ball at top never did pop to the bells, free spins or anything it just took all of the money. I sent customer support a message what happened an ask them to investigate to find out why it never popped the top Vortex ball. It went days nobody replied back so I sent another message that the game was rigged an I felt cheated an if they couldn't refund my money id contact ******************** or Consumer Affairs. They then replied back to my message that they blocked my account from purchasing coins( real money) that all i could play with was tokens an that I had sent to many messages an forvthat my account was suspended! I've apologized to them but if my only choice to play the game is with tokens an i have over 58 million tokens I'd rather not and im not going to sit sn play them off so they can close my account to the game! Nowhere in the rules did it state if to many messages were sent to customer support they can suspend your account in purchase. It is not about the money I lost, its about how many spins at $0.10 it took to play $25.00 off an the ****** at top not explode!

    Customer Answer

    Date: 07/18/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:06/29/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 a pending redemption of $700 and $200. On 6/21/2025 my account was suspended to collect and update my information. I have approximately $2000 in funds still on my account. I reached out to customer service and the requested information on 06/23/2025 and I provided it that day: I have been calling and requesting support for a response daily multiple times. I am not getting any response and my account is still not accessible. I would like my redemption and funds.

  • Initial Complaint

    Date:04/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Its a scam I done lost over 4000 without going into bonus ..They only collect your money

  • Initial Complaint

    Date:04/14/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Was finally about to win a jackpot I let look at pics , screen went white then black than some message about not loading than back to Home Screen with ZeRO won ! Also I have $300 of charges made to my account which I never made but this scam of a company did and charged me ! Left 3 emails and three voice messages and heard nothing from them ! Disputing with my bank ! BEWARE theyre a SCAM and do NOT give them debit or credit card info !!

    Customer Answer

    Date: 04/25/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    A month ago around March 1st I reached the maximum spending limit for Golden Hearts Gaming so I decided to ask a few questions to the company. The first was for a transaction history in a pdf format or something along those lines so that I could check my purchase history. The second question was about a specific game that had kicked me out of it and the game history said I won $0.16 but I was playing $2 a hand on video poker so that is an impossible win amount because I couldnt win anything but intervals of $2. Also the game feeezes and doesnt let me proceed to play it even though it says I still have a game pending. The third question was about how their RTP or Return To Player amount should be lower because of their unfair game play that is designed to kick people out of games that are winning a lot or win you would get a big win and either reload the game or have you login entirely all over again returning you almost always to an unwinning game. This unfair gaming manipulation is similar to playing poker with someone with aces up their sleeves or loaded dice when they roll. They are using unfair gaming practices and they stopped responding to my questions because they said that I had created another account on the same phone. My mom created the new account and I told them that. I also reminded them that their terms and agreement said that 2 different people could have an account on the same phone. This happens so often after I won a good amount of money from them but not as often before that. My account was locked, they said, because there was fraudulent activity on it. This caused me to not be able to see any of my past gaming or purchasing history. They also didnt clarify how it shows that I purchased $250 four minutes apart, five times in a row and sometimes $100 or $50 and. than another $100 or $50 in just a minute afterwards. I know that I was double charged that there were other circumstances at play but they stopped communication with me.

  • Initial Complaint

    Date:12/08/2024

    Type:Product Issues
    Status:
    Unanswered
    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 won money andbthey kucked me off and won't pay me.

  • Initial Complaint

    Date:11/08/2024

    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 won over $900 10 days ago, I decided to cash out. I waited a couple of days and when I went to log back in, its at my account was closed. It told me to contact support, I let them know what happened and they said it was completely normal and I just had to send in my documentation proving who I was, sent in everything And I never heard a response back. I cant imagine it takes that long to look over some paperwork. Ive played on other social casinos and had my information verified in Minutes. I was told my winnings would be available November 3rd

    Customer Answer

    Date: 11/18/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:10/21/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 won a large amount after paying in a lot of money and my account got temporarily suspended. I can not get a update from anyone, I am supposed to receive my payout today. I am desperately needing that money in my account today

  • Initial Complaint

    Date:10/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 are 2 different cash outs I tried to do both were in September of this year. The first one I used there gift card service to try to cash out for a $60 red ***** gift card. I have yet to receive and then after that I had the option to be able to cash out $100 and I did this via ****** options. I have not received either and my account has been locked. It says to contact customer service through a ticket and states a response in ***** hrs. I sent in my first ticket on 09/21/24 and got no response. 4 days later I tried to contact through the confirmation email and no response I then submitted another ticket on 09/26/24, no response and again 4 days later tried to get intouch by replying to that confirmation email and still no response. I rightfully earned these and need to receive them.

    Customer Answer

    Date: 10/12/2024

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Company claimed to be donating 2% of my purchases to charity. Will not provide me with a copy of my transaction history (locked my account) or any proof of donations made using my funds. This company is a complete scam and because I paid them using Apple Cash I have no recourse at recouping the money I spent under false pretenses (they did not hesitate to remind me of this fact on a phone call). I signed up for their services via their ******** page, which clearly states the charity aspect of their services. I was unable to locate any proof of *** donation records after tax year 2022. And again, the company will not provide. I would like a full refund for my purchases as I would never have engaged with a company like this or given them money had I known my funds were not being disbursed as promised or that I would be blocked from accessing my purchases.

Golden Hearts Games Inc. is NOT a BBB Accredited Business.

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