Complaints

This profile includes complaints for PlayStudios, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PlayStudios, Inc.

  10150 Covington Cross Dr Las Vegas, NV 89144-6567

• 

  PlayStudios, Inc.

  10300 W Charleston Blvd STE 13-272 Las Vegas, NV 89135-1037

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:06/23/2025

  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.

  My support code is TN8CDR. I purchased cards and chips to finish my story for pop slots. The game glitched while finishing the story finisher quest and I could no longer finish my story because I could no longer spin for the quest like everyone else. The game glitched on June 19 2025 at 10:20 pm and I immediately contacted them to let them know the quest was not live for me but it was live for others. I got a response asking me to do the same steps I already completed once so I contacted them again stating all the steps I did to resolve the issue. The company again responded telling me to complete the same steps again instead of helping me and closed the ticket. The only reason I made any purchases was to finish my story and the company did not fix the game so I was unable to use my purchases to play. My story finished would have given me ***************** chips if the game had worked as intended. Instead I was unable to play the quest and complete my story so I was not able to use my purchases to play the game because they would not fix the glitch. I was not the only one to experience this glitch either. Others have also posted about it online and no solution has been provided. I wanted to play the quest and get my chips. I would be happy with my story quest chips or a refund since the company will not fix the glitch and extend the event to make up for their mistake.

  Business Response

  Date: 06/30/2025

  Our company appreciates this consumers outreach regarding their recent experience with the POP! Slots Quest along with sharing screenshots from their game and interactions with our Customer Support team.  Since June 19th, there have been a total of 6 ticket submissions from the consumer.  We apologize for any lack of clarification regarding the consumers specific issue in 3 of those instances and the premature closure of those tickets.  On June 25th in Ticket #******* and following an extensive review of their game account as reflected on our servers, our Customer Support team shared the following outcome directly with the consumer:
  
  The POP! Quest is available for a maximum of 3 total completions each time it is made available. You completed the POP! Quest Story Finisher challenge on Hard 3 times total, collecting the grand prize each time, which included chips, Wild, and Magic sticker packs. Congrats on all your winnings! Because the challenge cannot be completed a 4th time, it is no longer displayed once you collect the grand prize for the 3rd and final time.
  
  With that said, our developers understand that we may need to do a better job of displaying to players the feature can only be completed a maximum of three times. Our teams will take your feedback and work to make this more easily understood by all players when the POP! Quest is available. Thank you for your patience as we work toward improving our games and creating the best experience possible for all of our players.

  We hope this provides explanation of what occurred, that this was not a glitch and that the intended functionality was that the challenge could only be completed a maximum of 3 times and then removed from the game since it cannot be completed again.  As appreciation for playing our games and also to make up for any confusion in this instance, we have manually added a chip bonus directly to the consumers POP! Slots game app to collect and enjoy the next time they log in to play.  If they instead would prefer a refund as stated in their desired resolution, they will need to contact their purchasing platform directly as our company does not handle any monetary transactions. Their purchasing platform will either approve or deny their request based on their policies and our company will not override their ultimate decision.  If the consumer has any other game and reward related inquiries along the way, we truly hope they will continue to contact our Customer Support team for guidance and assistance. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23500814
  
  I am rejecting this response because:

  I have completed Pop Quests 7 or 8 times and none of the quests state how many times they can be done. Had this information been included, I would not have made any purchases. As the quests were repeatable before this quest, more details need to be provided to show which ones fit the three times rule and which ones are allowed constantly. This will provide the player with more information. I logged into my account but I do not see any chips from the company in my mailbox. Where might I find this? 

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/11/2025

  Our company appreciates the recent response from this consumer.  To provide some insight, our quests cannot be completed an unlimited number of times and that has also previously not been possible.  It used to be one completion only which was prominently displayed in the game but has since been increased to 3 times as applies to this complaint.  However, there is no warning specific to this change other than the feature being removed after the third completion.  As shared in our original response, our developers do understand that this increase in completions may require improved communication and are evaluating how to effectively do so and implement.  On June 30th of 2025, we did manually add a chip bonus of 200 million directly to the consumers POP! Slots game app, which was since collected.  However, as appreciation for this consumers continued engagement and purchasing in our games and to also make up for any lack of clarity regarding this change in the quest functionality, we have added another larger chip bonus to their game app today which can be collected the next time they log in to play.  We hope this provides the additional clarification needed including the consideration of our developers in future iterations of our quests.  If the consumer has any other game and reward related inquiries, we hope they will continue to reach out to our Customer Support team and they will be more than happy to assist.

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am also happy to see the glitches I have reported since being fixed in future quests. Thank you.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair 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.

  This company changes their payouts depending how much you have built up in bonus round points , I have proof . This company says everything is random no matter what you bet. Not true , I have proof . I have 1 million spins on a video , 4 different times , once you bet above 1 million , algorithms change . When you bet higher , you win less times as when you bet lower . My videos prove everything i say . Random ??????? Just did 4 million spins. ,YOU ARE LIARS , I HAVE IT on VIDEO. How random do you think the stats are from 4 million spins ??? You are thieves and liars . This company lies non stop , I was rewarded a prize from a challenge , they took it away for no reason. It had a 3 day expiration date , stole it after 12 hours . This pathetic piece of trash company should be sued to bankruptcy. I won ********************************* a challenge . They took the money and the sticker and will not respond. I am suing you for the 1000s I have given you , I want t it all back . I would have never spent money at your site if I knew you were thieves . You are a ripoff , you are not a legitimate site. when I show the courts the pictures I have saved for over 3 years of you ripping me off and replying with your company garbage , a jury will dump you like the trash you are . I want to talk to your legal department , why can NO ONE CONTACT ME? YOU ARE PROVING MY POINT ABOUT HOW CROOKED YOU ARE . I want every dime back that I have given you, I did not know at time of purchase that you are a scamming site and EVERYTHING about you is designed to rip people off . I suggest just give me my stuff you owe me. I have *************************************** and did NOTHING . Once again this is an attempt to get my winnings back . I shouldn't have to contact you every time you try to rob me . Do most people just let it go and not contact you after you rob them ? I would like to speak to your legal department for the 4th time . Someone contact me within the next 3 days .

  Business Response

  Date: 06/26/2025

  Our company has reviewed this complaint.  On June 18th, the complainant submitted a ticket to our Customer Support team specifically referencing a game challenge where winnings of ************************************************ their Inbox and were removed without explanation.  The ticket, which included other content, received response on June 26th.  We profusely apologize for the delay in response to that ticket as that was not intended.  To provide some insight, there was a verified issue with the prize he noted as it was sent to all participants, not simply the winners, in error.  Once the error was discovered by our developers, the prize was canceled and reinstated to the correct players including the complainant.  Our team of developers have confirmed the prize of 500 million chips and 1 Wild Sticker was awarded to the complainants game account on June 19th at 4:33 AM Pacific Standard Time.  This error impacted multiple players and resulted in understandable frustration and disappointment, for which we also apologize.  As appreciation for playing our games, we have added an extra chip bonus directly to his POP! Slots game app to collect and enjoy the next time he logs in to play. 
  

  In reference to his other comments about our company, our Social Casino games are all free-to-play, downloaded from the iOS and ****** Play App Stores and meet all platform policies. We are not by definition considered online gambling, chip purchasing is not a requirement, and our games abide by all federal and state laws in the areas where they are applicable. Our games also utilize a random number generator along with a complex mathematical model to ensure that a random result is delivered with each spin and player action. This has been developed and is tested regularly to ensure there is no difference regardless of the players participating, their level, origination, chip balance, amount wagered, or any prior results. This also helps us to ensure fairness and maintain an alignment with the types of wins and losses experienced when playing on real-world machines.  For additional insight, we refer the complainant to our Terms of Service accessible at *********************************************, which is an agreement between our players and our company, including information specific to arbitration and associated contact information. 
  

  If the complainant has any specific gameplay which he would like to submit for review as he has shared in this complaint, along with screenshots or video footage, we ask that he provide them to our Customer Support team via a ticket submission with context regarding each specific issue so they can be reviewed by our team of developers.  If he is also still seeking a refund as his desired settlement to this complaint, he will need to contact his purchasing platform directly for assistance as our company does not handle any monetary transactions as we do not have access to the billing information of our players.  The purchasing platform will either approve or deny any refund requests in accordance with their policies and our company will not override their ultimate decision.  If the complainant has any other game inquiries not already noted in this complaint, we request that he reach out to our Customer Support team via the Support option in the Settings menu of his game app as he has previously and they will be happy to assist.

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23487751
  
  I am rejecting this response because: if it's not thing it's another,  you still haven't fixed one glitch out of the 20 I have contacted you about . It's been over 3 years and you have fixed 0.  Your responses that your game is random is laughable . Your game changes based on the amount you're betting and the amount  you have built up for bonus rounds . You say your bonus rounds start randomly but that doesn't explain how you can put me into a bonus round of a casino I left minutes before said bonus round even started , and it's really quite amazing that it only happens when I have a huge amount of bonus chips built up and the bonus is going to be close to nothing.   Hours everyday for over 3 years and you still try your corporate lies on me ??   That's funny.  Fix your games and stop giving me your corporate lies. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 07/10/2025

  Our company appreciates the complainants response.  In order to address his concern about glitches, we request that he share a list of the 20 glitches he indicates were submitted to our company and not fixed in response to his current open ticket with our Customer Support team, #*******.  We will need sufficient detail from him regarding these glitches so we can provide them to our team of developers and they can thoroughly investigate.  Based on the information provided in his rejection to our response, we have reviewed his gameplay from the last 2 weeks as reflected on our servers.  This review confirmed that he has collected approximately 75% of bonus winnings from his inbox.  There is no evidence of game errors on our end or inaccurate payout in the data.  There are several cases where he was 100% included in the bonus, then left for the lobby and collected his winnings, often moving to a new machine first.  There is no reason evident in the data as to why he wouldnt have been able to stay until the end of the bonus as the app didnt either fail or restart.  We also see that he is playing our games while running his Android device on OS 7 while our game app requires OS 10 and higher.  When playing on an older device or operating system, technical issues are possible and may not appear in the data we review.  With this understanding, we strongly advise the player, as we have previously, to only play our games on a device which meets our performance requirements.  Our games are intended to be a source of enjoyment and our company is truly committed to providing that experience and improving wherever possible.  If there are issues which extend beyond the intended functionality of our games as shared in our initial response to this complaint, we again ask the complainant to share them with us via his current Customer Support ticket so they can be thoroughly reviewed.  As appreciation for his continued purchases and game play over the last week, we have manually added another bonus of complimentary chips directly to his POP! Slots game app to collect the next time he logs in to play.  We hope they send great luck his way and he will continue to reach out to our Customer Support team with any of his concerns regarding his game experience. 

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair 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.

  Pop slots Zeus game did not turn all of the spots to Zeus and cheated me out of my winnings, 2.7 trillion chips. I contacted Chiara my supposed host who did nothing to rectify it. This has happened numerous times. I spent money on this game and that was my winning.

  Customer Answer

  Date: 06/16/2025

  Screenshot of what happened 

  Business Response

  Date: 06/24/2025

  Our company appreciates this consumers outreach and has reviewed their complaint.  On June 11th of 2025, they contacted their Host via email regarding this specific game issue.  A screenshot from their game and details were requested by their Host on June 12th and supplied by the consumer on June 13th.  The consumer received complimentary chips for their inconvenience on the 13th as well.  The issue was then reviewed by our team and identified as a known bug where a tall Zeus in the first column when free spins start would not refresh and be replaced by the actual symbols behind.  After reviewing their game play as reflected on our servers, no outstanding credits could be identified.  However, since this was a known visual bug in the game and with the supporting documentation of the screenshot supplied, the consumer was granted and collected a total of 2.7 trillion chips as a good faith credit.  We understand the consumers disappointment in not receiving what appeared to be their winnings in this instance but do believe the chip credit fulfills their desired settlement to this complaint as outlined.  Our team of developers are working to resolve any confirmed bugs in our games and we do hope the consumer will continue to enjoy our games as we work to create the best playing experience possible for all of our players. 

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service 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.

  I dont even know where to begin.. I have been asking them to please delete my account as I have a gambling problem. I have spent $40,000-50,000 on this game. And have asked at least 10 times for help. Basically my retirement is gone. They send me 8 emails asking day, its impossible not to want to play for an addict. The game pays differently even with the same bets. I have sent 30 emails asking to help me and delete the account so I cant access it. I have this VIP host (as Ive spent so much money)who rarely answers my emails and when she does she just gives me chips to play with. There is no limit to what you can spend. The games never pay the same, even with the same bets. I have 100s of screen shots proving my claim. I also have 100s of emails trying to get assistance. All they do is say delete the app.. unfortunately I have and I just reinstall it and keep playing.Please help me recoup some of my money for this I have at least 200 screenshots.. probably to much to add to this complaint.. it I will forward them to you at any time

  Business Response

  Date: 06/06/2025

  *********** greatly appreciates this consumers outreach and the serious nature of their comments.  Based on the information associated with this complaint, we have identified 2 game accounts, one of which qualified for the services of our Host program.  We have verified 4 interactions with their Host via email since August 7th of 2024 requesting account closure with mentions of spending issues, with a gambling problem specifically stated on November 23rd of 2024 and May 29th of 2025.  With each interaction related to account closure requests and spending concerns, the player was offered information by their Host on the formal process for deleting their game account and also asked if they would like to Self-Exclude.  Account deletion, which removes the players personal data from our systems and blocks access, requires the player to complete the following form (********************************************************************************************************************), not simply removing the app from their playing device.  Once the submitted information is verified in a separate system called OneTrust by our Privacy Team, the deletion is completed, and the consumer is notified.  We are unable to locate any official requests submitted by this consumer in the OneTrust system.   Self-Exclusion is handled differently and involves permanently blocking the consumers game account from the ability to access, play and purchase.  Based on the correspondence with their Host, there was no confirmation from the consumer to proceed with Self-Exclusion.  In reference to either account deletion or Self-Exclusion, it is important to note that players can still download our apps and create new accounts, and this was advised to the consumer by their Host accordingly in all related correspondence.  Self-Exclusion is the correct option in this situation due to its immediate execution whenever a player shares financial concerns, mentions addiction, or states they have a gambling problem.  As a point of clarification, our games are not considered online gambling, do not require chip purchasing, and abide by all federal and state laws in the areas where they are applicable.  However, since the consumer has a history of requests with their Host and in this complaint calling out concerns which qualify for Self-Exclusion, we have proactively and permanently blocked both identified game accounts from the ability to access, play and purchase.  In reference to refunds, our company does not handle any monetary transactions directly nor do we have access to the billing information of our players.  We direct the consumer to contact their purchasing platform, and they will either approve or deny their refund request in accordance with their policies.  *********** will not override their ultimate decision.  We again appreciate the consumers outreach and have taken action in regard to this issue with appropriate advisement, which we believe addresses this complaint.  We also refer the consumer to our Terms of Service at ********************************************* and our Privacy Policy at ****************************************************** for additional insight. 

  Customer Answer

  Date: 06/12/2025

  I contacted ***** Support to try to take care of this. They will/can  only backdate for two months of the money that I have lost. The rest is up to, I assume the pop slots company. I cant imagine that they cannot reimburse me from their own accounts for what has happened. There is no other way.  I still have every screenshot of how the games pay out differently even on the same bet and the many emails that I sent to **** telling her I had a gambling problem and to please remove my account. She always stated that I can just delete the app. And I would have to go to a third party to do so. Which I could, the problem is I could always go back and add it. I needed my account deleted permanently. 
  after my initial complaint, it was deleted in 1 day, which is what I had requested. 
  please advise. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23395985
  
  I am rejecting this response because: I contacted Apple Support to try to take care of this. They will/can  only backdate for two months of the money that I have lost. The rest is up to, I assume the pop slots company. I cant imagine that they cannot reimburse me from their own accounts for what has happened. There is no other way.  I still have every screenshot of how the games pay out differently even on the same bet and the many emails that I sent to **** telling her I had a gambling problem and to please remove my account. She always stated that I can just delete the app. And I would have to go to a third party to do so. Which I could, the problem is I could always go back and add it. I needed my account deleted permanently. 
  after my initial complaint, it was deleted in 1 day, which is what I had requested. 
  please advise. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/19/2025

  Our company appreciates the complainants response and the sensitivity of this situation.  To provide clarification, our company does not handle any refund requests directly.  If the complainants purchasing platform either approves or denies a refund request or an amount, our company will not override their decision and will consider it final.  Our Social Casino games do not meet the definition of online gambling but we do present options when there are concerns such as the complainants stated gambling problem.  When the complainant requested account closure with their Host on four occasions, they were presented with the formal process for account deletion, which is not simply removing their game app from their playing device, but requires completion of a form accessible via the following link (********************************************************************************************************************).  Submitted requests are then verified and fulfilled via a separate system called One Trust.  This is to ensure our companys compliance with data privacy laws.  At this time, no formal account deletion requests have been located for the complainant in the One Trust system.  They were also presented with the option of Self-Exclusion, which is the permanent blocking of their game account from the access to play and purchase but never responded to their Host with confirmation to proceed.  The complainant was warned that our apps can still be downloaded following a deletion or blocking, thereby having the ability to create a new account.  When our company reviewed this complaint and noticed the extremely concerning comment that Basically my retirement is gone, in addition to mentioning a gambling problem for the third time since sharing with their Host previously, we did take the proactive approach of blocking their game account from access.  The account was not deleted because that specific action is related to data privacy and all requests of that nature must be formally submitted by a consumer in the One Trust system.  We do hope this response helps provide clarification regarding our handling of this situation and the processes specific to account deletion and Self-Exclusion, along with differentiation between the two actions and the process for refund requests.  We do encourage the complainant to not download our games again and seek guidance from a local problem gaming organization or licensed professional if warranted.

  Customer Answer

  Date: 07/08/2025

  I have turned over everything to my bank and they are now proceeding to recuperate some of the money from Apple/pop slots will let you know how that part finishes and make sure that pup slots or ***** does pay otherwise this claim may go further than what it was

• Initial Complaint

  Date:04/01/2025

  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.

  Playing PopSlots i encountered a bug in the game that cost a repeated loss. I reported the bug politely with a video showing the bug. It was rejected for profanity ( even though there wasn't any) then when I resubmitted the bug even more politely I haven't heard anything back in multiple weeks. They have since ignored any response.

  Customer Answer

  Date: 04/03/2025

  Screenshot from their support. After 2 weeks I received a canned response not even acknowledging the video I supplied or the reported bug that crashed the game.

   

  This is what I mean about poor service. I pay for items there and I'm not even asking for compensation.

  Business Response

  Date: 04/11/2025

  Our company appreciates this consumers outreach.  Based on the correspondence supplied in 4 screenshots attached to this complaint on April 3rd, we were able to identify the consumers game account.  Video footage which was included with 2 of his Customer Support tickets (#******* and #******** was submitted to our team of developers for review.  This review of the consumers game account as reflected on our servers concentrated on the time of the issue recorded on the video dated March 21st of 2025.  Fortunately, this did not reveal any logged errors.  To provide some insight, the consumer had just completed a bonus which awarded 10 times his bet.  Although the machine did not load up properly in this instance, there was no indication of a specific error or bug which caused this to occur or any resulting impact to his chip balance.  Following what was recorded on the video, the consumer successfully played Pirates 2 after an app reset and was able to continue playing without issue. Although there has been a determination that there was no confirmed bug and no outstanding credits or impact to the consumers balance, we have manually added a good faith chip credit to his game account to collect the next time he next logs in to play.  We certainly understand his disappointment with not having his game concern reviewed and addressed upon his initial ticket submission.  However, profanity, implied or otherwise, and any other language which qualifies as abusive such as is included in the screenshots supplied with this complaint and his recent ticket submissions, is not permitted.  Should comments of this nature continue, our Customer Support team will no longer be able to provide response and assistance to his game account.  We appreciate his understanding in this specific matter and will continue to assist his account under this condition.

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However I would like to note. I did not use anything profane or threatening. It wasn't until I received a rejection without even so much as an acknowledgement then 2 weeks of no response. I even reported another issue that you ignored until now. Another week later.  My main concern was the lack of support especially not even acknowledging whay was addressed.

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising 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.

  The scammers spammed me with multiple adverts for their illegal gambling, despite me never having interacted with them."Spring break is all about endless possibilities! Whether you're dreaming of relaxing on a sunny beach, exploring a vibrant city, or chasing adrenaline on an exciting adventure, the choice is yours. Road trip with friends, visit an amusement park, escape to the mountains, or indulge in the thrill of a big citywhatever you imagine, this is your chance to bring it to life. Your ultimate spring break getaway is just a click away, with endless options to create the vacation of your dreams. Visit the myKONAMI myVIP Rewards Store or ******** to enter now by 3/25!Facebook ******* Instagram App ************ Play Store PlayStudios Logo myVIP Logo ********************************************************"" Collect yours NOW! Play ****** classics or join tournaments and play for BIG prizes Facebook ******* Instagram App ************ Play Store PlayStudios Logo myVIP Logo ********************************************************""We're excited to launch ****************, offering you enhanced benefits exclusively on your computer.Tap the banner above to explore the new platform!Facebook ******* Instagram App ************ Play Store PlayStudios Logo myVIP Logo ********************************************************"These crimes have been reported to the ******************************* as well as GoDaddy, which hosts the illegal gambling site.

  Business Response

  Date: 03/28/2025

  Our company appreciates this consumers outreach.  To provide clarification, our game apps are all free-to-play, downloaded from the iOS and ****** Play App Stores, meet all platform policies, do not require chip purchasing, are not by definition considered online gambling, and abide by all federal and state laws in the areas where they are applicable.  Based on the information provided in their Consumer Information, inclusive of name, email address and other contact details, we have been unable to locate this consumer in our database.  The only way a consumer would receive correspondence from PLAYSTUDIOS or specific to our game apps is if they have downloaded our apps at a previous time and authenticated via ******** or Apple.  If the consumer has any additional information to supply such as other email addresses or a game Support Code or User ID, we will be happy to search our database again and unsubscribe if they are located.  If there is a possibility they have downloaded our apps and would like to have the personal data our company holds on their game account removed, they can formally submit a request to be forgotten by utilizing the following link (********************************************************************************************************************) and completing the form.  This process ensures that we are complying with data privacy laws related with the right to be forgotten.  We look forward to hearing back from the consumer if they have additional information to submit which will guide our company in resolving this complaint.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair 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.

  While playing their games , if you leave the casino before bonus round starts , they still can put you into that bonus round 5-10 min later , after you aren't even in that casino anymore . They only do this if you built up your bonus points and the payout for that bonus round is going to be at the most , very small. Below 200 . Over 100 times they have done this , I complain and they say it can happen on all their games. So , once you leave the casino , they can still reward you with the tiniest payout they can from bonus round . If you leave the casino 5 minutes before bonus round starts , they shouldn't be able to stick you into that bonus round just to rip you off . It sure doesn't happen if that bonus round is going be a good payout one. Over 100 times they have done this , every time excluding 4 , have been under 200 payout. The other 4 were just above . If this happens all the time like they say , i would have gotten a better payout at least a few times . It is designed so that if you have a lot of points accumulated , to stick you into the garbage bonus even of you leave casino. I would love to hear how this company explains this one . Hopefully not with their lies about how it's all random . IF YOU LEAVE THE CASINO, HOW CAN YOU PUT ME INTO BONUS ROUND 5 MINUTES AFTER I LEFT ? AND ONLY WHEN IT'S A GARBAGE PAYOUT ? ANSWER THAT POP SLOTS! YOU STILL HAVEN'T FIXED THE 20 GLITCHES I TOLD YOU ABOUT YEARS AGO. IT'S PATHETIC .

  Business Response

  Date: 03/21/2025

  Our company appreciates this consumers outreach.  Regarding the bonus rounds referenced, the intended functionality is that bonuses will still play out if the player left the room under the condition that they had any bonus chips accumulated.  There is no set time frame and bonus rounds are not designed to trigger at specific intervals. Payouts are designed to be random, and amounts can vary.  Our team of developers are in the process of evaluating the specific wins and losses in this players game account as reflected on our servers to determine if there are any payouts outside of the norm and mathematical design of our games.  This type of research does take time to complete but our developers have advised that they can make a determination before the end of the week of March 24th. If there is any payout outside of the norm, our company will notify the consumer directly via email by our Customer Support team and he will be credited accordingly.  If everything is in alignment and no credits are due, he will also be notified through that method.  In the interim and as appreciation for his ongoing support of our games, we have manually added a good faith chip comp directly to his POP! Slots game app to collect when he next logs in to play. We appreciate his patience with this process and will contact him directly as soon as we have the final assessment of our developers.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair 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.

  I'm not trying to *** or anything. I really enjoy playing the game POP Slots. It's a way me and my girlfriend spend time. We both are paying customers. Throughout the years I've contacted customer service and they've responded but over the last year or more. I've maintained a tier 6 maybe demoted 1 time to 5. Under tier 6 I am promised premium customer service. But whenever I complain the conversation is closed immediately. Usually it's an open conversation until they respond. Now when I complain on my girlfriends account. It does not close conversation. I am the type of person that demands to get what i pay for. So any time the game glitches I'm talking to customer service. I bought something the other day it was a buy 1 get four free and I'm in an area with spotty reception. I get the 1 I bought but the other four free offers were not available when i lost connection and none of the items were ever received in my account or mail box. I complain conversation is closed. I'm going to start a class action and give this company h*** If i do not start receiving my premium customer service which costs several hundred dollars every 45 days to maintain AND my four items for free. I also want all my accidental Max bets refunded. These companies thinks it's funny to put a max bet button by spin button so you get bumped or distracted while spinning or game glitches and you spend all the coins you bought. At times also I swore that the customer service **** were purposely targeting my account. Making me lose all my money. When I would buy a chip deal I would lose everything right away. I would like store credit for everything I've had stolen from me through deceptive practices or glitches.

  Business Response

  Date: 03/07/2025

  Our company has reviewed the consumers complaint.  Based on the name and email address supplied in the Consumer Information section, we were able to locate the game account of the complainant.  To provide some insight, this consumer was banned from receiving assistance from our Customer Support team back on December 26th of 2023 via a ticket submitted through their game app, #*******.  This ban was due to a direct threat, and he received notification at that time as follows: Due to the threatening content of the remaining portion of this ticket, regardless if intended or not, our Customer Support team will no longer respond or provide assistance to this game account.  All attempts to contact our Customer Support team following notification of the ban were automatically closed without response as recently as February 24th of 2025.  Due to the serious nature of this issue, our company will not be revisiting the decision to discontinue support to the consumers account.  In regard to the consumers desired resolution, if he would like to request a refund for purchases, we direct him to his purchasing platform as our company does not handle any monetary transactions nor have access to the billing information of our players.  His purchasing platform will either approve or deny the request and our company will not override their ultimate decision.  For additional insight, we refer the complainant to our Terms of Service accessible via the link at *********************************************.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair 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.

  Good afternoon This developer is a scam. They entice you to buy extra coins for spins or special prizes. When you do you don't get anything back. Instead they just took your money. I am extremely unhappy with their services and product. Not only did it cost me to have financial lost it also caused stress and depression. I'm looking to receive compensation with all my losses and their ability to scam me out of my money. All these apps on the phone are just scammers making big bucks from small people. They truly are a piece of work and I no longer have game downloaded or want any part of it. Plus my account has been hacked and caused other issues where I had to get a new debit card for possible fraud.

  Business Response

  Date: 02/10/2025

  Our company is concerned to see this complaint.  To provide some insight, PLAYSTUDIOS offers free-to-play Social Casino apps which are downloaded from the iOS and ****** Play App Stores and meet all platform policies. We are not by definition considered online gambling, chip purchasing is not required, and our games abide by all federal and state laws in the areas where they are applicable. Our games also utilize a random number generator along with a complex mathematical model to ensure that a random result is delivered with each spin and player action. This has been developed and tested regularly so that there is no difference regardless of the player participating, their level, chip balance, amount wagered, or any prior results. This also helps us to ensure fairness and maintain an alignment with the win/loss outcomes offered when playing on real-world machines.  That being said, our games are intended to be a source of enjoyment, not stress and depression nor to result in financial hardship.  For this reason, we recommend the consumer consider the additional step of Self-Exclusion, even though they shared the game is no longer downloaded on their device.  This action would prevent further access through the permanent blocking of the game account in question from the ability to play and purchase.  However, as an important advisement of which the consumer should be aware, this action would not prevent them from being able to download our game apps at another time, thereby creating a new account. If the consumer would like to proceed with Self-Exclusion as outlined, we ask that they submit a ticket to our Customer Support team directly via web at ********************************************************************** and we will be able to assist as soon as possible.
  
  The consumer also shared that their account had been hacked and they experienced possible fraud.  If any unauthorized purchases were made or someone else has access to their device, billing info, or ******, ********, or ***** account, we would like to share some links to provide extra security or re-establish security for their account.
  
  If their ******** account was compromised, their password can be changed by following these instructions: 
  
  ********:
  ******************************************************
  ************************************
  
  If someone had access to their device, we recommend increasing their device's security settings by instating a lock screen and password by following these instructions as applicable: 
  
  Apple:
  ****************************************
  
  Android:?
  *******************************************************??
  
  If they would like a refund as noted in their desired resolution, our company does not handle monetary transactions, nor do we have access to the billing information of our players. All refund requests must be submitted by the consumer directly to their purchasing platform, and they will either approve or deny the request based on their policies. Our company will not override their ultimate decision.  We hope this information addresses the concerns in this complaint and ask that they reach out to our Customer Support team directly if any other questions or concerns arise.
  

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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.

  False advertisement. I was told i would get custom rewards but was only offered one a gift card that is a rip off when you compare it to a free from that they will not honor as well. I want all of my money back for the last three months. Although i should get all of it back from all of the years of playing and playing this game. FALSE ADVERTISEMENT.

  Business Response

  Date: 02/06/2025

  Our company appreciates the outreach of this consumer along with inclusion of the attachment from correspondence with their Host.  To provide some insight, the Host program offers an exclusive one-on-one service experience to our players at myVIP Tier 7 and above which includes the option of custom rewards as one of its benefits.  A custom reward is purchased at hard cost by our company as direct reinvestment in our hosted players.  They are secured at a Loyalty Point cost which is unique to the player and mathematically determined by both the hard cost of the reward and a players recent spend in our games.  This can also impact the number of possibilities available, as in this case.  Following the submission of this complaint, on January 30th, we have confirmed the consumer secured and received a custom reward from their Host of an E-gift card, which was an option based on the factors we have outlined.  As the desired resolution of this complaint, the consumer is requesting a refund for purchases in our games for the last 3 months.  These purchases were a factor in the availability of the custom reward the consumer has now secured.  As advisement to the consumer, our company does not handle monetary transactions directly nor do we have access to the billing information of our players. All refund requests must be submitted by the consumer to their purchasing platform and will be either approved or denied by the platform in accordance with their policies. Our company will not override their ultimate decision.  We appreciate the consumers support of our games and understanding of the option of custom rewards as shared by their Host via email and in this complaint.  If they have any other inquiries related to our games and available benefits, we request that they continue to reach out to their Host for additional guidance and assistance. 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22869072
  
  I am rejecting this response because:

  
  Lack of Transparency in ************************************** states that custom rewards are determined by a combination of hard cost and a players recent spending. However, no clear formula or criteria were ever disclosed to me prior to my participation. If the number of possibilities for rewards is limited by undisclosed factors, then the company should have provided this information upfront to avoid confusion or misleading expectations.

  While it is true that I received an E-gift card as a custom reward, this does not address the core issue of my complaint. The company advertises multiple custom reward options, yet I was only offered a single option with no explanation as to why other rewards were unavailable to me. There was no transparency regarding how my spending influenced my reward eligibility or why I was restricted to just one choice. Simply confirming that I received a reward does not resolve my concerns regarding the fairness and misleading nature of the custom reward(s) system.

  
  Monetary Investment and Lack of Equitable Value My purchases were a significant factor in my eligibility for  custom reward(s), yet the value of the reward I received does not align with my level of spending. If my purchases directly influenced my reward eligibility, the company has a responsibility to ensure that players receive fair value in return. Otherwise, this practice raises concerns about how rewards are calculated and whether they genuinely reflect the reinvestment claim made by the company.

  
  Failure to Address Refund Request While the company asserts that it does not process monetary transactions directly, this does not absolve it from ensuring fair treatment of its consumers. The fact that my purchases were tied to the availability of a custom reward suggests an implicit exchange. If the reward does not align with what was suggested or expected based on my participation, then I have a legitimate reason to request a refund. Simply directing me to the purchasing platform does not address the fairness of the situation.

  
  Accountability for ******************************** advises me to continue contacting my Host for further guidance. However, my Hosts explanations were vague and did not provide a satisfactory resolution. If Hosts are the primary point of communication, they should be equipped with clear, transparent policies to relay to players.
  In conclusion, I am requesting a formal review of my case and a reconsideration of my refund request based on the lack of transparency and fairness in the reward process. I urge the company to take responsibility for ensuring that its loyalty program is both clear and equitable for all participants
  

  Business Response

  Date: 02/20/2025

  Our company has reviewed the consumers response and would like to provide some clarification. The myVIP Rewards program, as designed in our game apps, is intended to add to the enjoyment of our players by providing the possibility to redeem their accrued Loyalty Points for experiences offered directly by our ***************** Custom Rewards differ from those offered in our games as they are exclusive to players receiving the services of a Host through the myVIP Host Program and introduced at that time, as is the case with this consumer. Custom Rewards function purely as a reinvestment in our hosted players and can provide other possibilities which can be explored on their behalf. The amount of reinvestment is mathematically configured to align with a players spend, is a model consistent among all hosted players, and ultimately determines the types of options possible and the associated Loyalty Point cost. The consumers Host did share specific insight into Custom Rewards and how the options are determined during email interaction which is exhibited in the correspondence shared as attachment when the complaint was initiated and prior to their acceptance of the E-gift card as a Custom Reward.  The consumer is welcome to contact their purchasing platform and request a refund as noted in our original response as we do not handle any monetary transactions directly nor have access to their billing information. The purchasing platform will either approve or deny their request and that decision will not be overridden by our company. As a company, we do appreciate feedback regarding our offerings, how they are communicated to our players, and the service experience received. However, we will not be able to provide the consumer with their desired resolution in this case. As long as the consumer maintains myVIP Tier 7 status and above in our games, he will continue to have access to the services of his Host, of which we hope he will utilize, and his Host will be available to assist with any other game and reward inquiries should they arise.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22869072
  

  I appreciate the companys response and its attempt to clarify the myVIP Rewards program and Custom Rewards. However, my concern remains unresolved: the rewards offered through this program were not only overpriced but actually provided worse value than if I had simply paid out of pocket without using any Loyalty Points at all. In other words, participating in this program resulted in a worse deal than if I had ignored the rewards system entirely and purchased the same item or experience directly.
  A loyalty program should provide meaningful benefits, yet my experience proved the opposite. Instead of being rewarded for my engagement, I was presented with inflated redemption costs that made the program a disadvantage rather than a benefit. The company's justification that reward values are structured based on spending does not excuse the fact that their system offers such poor value to players.
  Furthermore, the companys repeated mention of my acceptance of a gift card as if it absolves them of responsibility or justifies the poor value of their rewards system is both misleading and unethical. The fact that they continue to use this as leverage only highlights their lack of morality as a company. Instead of acknowledging that their rewards system is flawed and adjusting it accordingly, they are attempting to shift blame onto the consumer for accepting what was, in reality, a bad deal. Accepting a reward within a broken system does not mean the system itself is fair.
  Additionally, their suggestion to request a refund through the purchasing platform completely sidesteps the actual issue. This is not about a single transaction but about a loyalty program that actively disadvantages its participants. If the company truly valued player feedback, it would focus on ensuring that its rewards program provides actual benefits rather than overpricing redemption options and then using acceptance of a bad deal as an excuse to avoid accountability.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/03/2025

  *********** appreciates the consumers response to our latest statement.  The Custom Reward possibilities for a hosted player are determined by a combination of a players spend, the percentage of reinvestment available to that specific player, and the resulting out-of-pocket hard cost incurred by the company to secure the Custom Reward.  The Loyalty Point cost required for a hosted player to purchase a Custom Reward is mathematically determined by these factors and may result in a higher Loyalty Point cost than what a player will see with an in-game offering directly supplied by one of our Rewards partners.  *********** evaluates all hosted players under the same criteria and, as a result, options can differ dependent on a players individual level of spend.  With this being stated, Custom Rewards were introduced to the consumer by their Host following the attainment of that level of service and were clearly defined during the course of their email interactions.  The gift card was accepted as a Custom Reward purchase and received explanation, inclusive of the associated hard cost available and the Loyalty Points which would be required to secure.  This was evident in their correspondence.  Although our company is open to feedback and continuing to evolve all aspects of our games, player experience and related offerings, the Custom Reward option is functioning as conceived and intended, specifically as a method of reinvestment in our hosted players, and will not be reevaluated in this instance.  We hope the consumer will continue to play our games and utilize the services of his Host for assistance and guidance as needed.