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PlayStudios, Inc.

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Complaints

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

Customer Complaints Summary

61 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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:08/20/2025
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.
You cannot get anyone to help you resolve an issue! You create a ticket, have to provide your support code, send screenshot. I have done this cycle COUNTLESS times. Each time, I get a response saying they resolved my issue, then closes out the request. The issue is never resolved and I have to start ALL over again. I have no idea what else to do. Their support is absolutely useless!
Business Response
Date: 08/26/2025
Our company appreciates this consumers outreach and apologizes for any frustration resulting from their recent service experience. On August 11th, the consumer submitted a ticket to our Customer Support team stating that she was unable to redeem a myVIP (PLAYSTUDIOS) Reward due to an issue with her email address not matching her MGM Rewards account. The agent who assisted attempted to resolve by linking her MGM Rewards account to her myVIP ************************ Rewards account and updating as well to ensure the name and email address were correctly aligned. The ticket was closed as resolved on the 14th of August, but the consumer opened a new ticket the same day with the same issue despite the adjustment with no appropriate resolution followed by 2 additional tickets on the 20th, one of which was submitted on a deprecated web form which redirected her to open a new ticket via her game app. Her myVIP (PLAYSTUDIOS) Reward account was adjusted a second time via this final ticket to ensure a match with her MGM Rewards account as case sensitivity appeared to be the issue. However, our Support Lead took over this latest ticket and was able to confirm, via a screenshot supplied by the consumer, that an old MGM Rewards account had been improperly linked and the consumers active MGM Rewards account needed to be linked instead. This was completed on August 22nd and shared with the consumer via response to Ticket #*******. We believe this adjustment should resolve the account issue experienced by the consumer and fulfill her desired resolution. We completely understand the service experience was frustrating as the core issue was not properly identified and deeper research was warranted. We have not heard back from the consumer as of August 26th and request that, if she is still experiencing this Rewards account issue, she will reach out to our Customer Support team and ask for **** as requested in his response on the 22nd and he will be happy to follow up.
Initial Complaint
Date:08/08/2025
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 ordered 2 packages from the VIP in pop slots. And I never received them. So I filled out four or five or morereports on their site for the VIP. And I didn't know I had to get the support code off my app I put their support code. I went back and put mine in it and ***** the online purchase problem with my support code from the pop slot app. They closed my case . they have not refunded my money they just keep telling me they close my case. And I have reported this several times Sudan and it's like they don't care that I'll ask my money and didn't receive what I paid for. I've asked him several times already to please have my money sent back to my debit card account. Well I guess they're just ghosting me. Because they will not even accept any email I send them now. Except for my case is closed. It's not fair that they can take my money not give me what I paid for, and tell me my case is closed ?
Business Response
Date: 08/19/2025
Our company appreciates this consumers outreach and the screenshots supplied with this complaint for context. We truly apologize for the service experience she initially received. Seven tickets were submitted to our Customer Support team, six of which either did not dive into this issue deeply enough to identify the core issue or were closed as duplicates, resulting in understandable frustration. Regarding this purchasing issue, the consumer secured 2 packages for the POP! Slots game app through the ******** website. Both transactions did process successfully with all associated content added. However, the underlying issue involves 2 different PLAYSTUDIOS game accounts belonging to the consumer which are attached to the website, thereby resulting in the 2 purchases in question being applied to the older, incorrect account. The purchasing platform, Xsolla, has confirmed as of August 15th that the 2 purchases posted to the wrong account are being refunded to the consumer. Those refunds should apply to the banking or credit card account on file within 3 to 10 business days. Our team of developers have also been notified of the dual game accounts attached to the consumers ******** log in and are determining how to prevent future purchasing issues of this nature and resolve. The consumer has been in communication with our Customer Support team since August 14th via Ticket #******* and updated about this matter accordingly. The Customer Support representative handling her ticket will continue to update her through that method once our developers have provided additional advisement. We apologize again for the delay in properly identifying the problem and hope she will continue to ask questions of our representative if any further questions arise or guidance is needed.
Initial Complaint
Date:08/06/2025
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.
On June 28, 2025, I redeemed ******* points through the myKonami app for an admission pass to **************. At the time of redemption, I was informed that the certificate would be mailed to me and arrive within 14 business days.After that time had passed, I contacted Playstudios via the support chat in the myKonami app. On or around July 21, I received a response from an agent named ****, who stated that he would check with the appropriate department and provide me with an update. That was the last response I ever received.Despite repeated follow-ups over the next two weeks through the same support chat, I never received another message. Then, without warning or explanation, I received a gift card for ************** entirely different park, more than 500 miles from *********, with a different monetary value and completely unrelated to my original reward.I contacted Playstudios again to explain that the Hershey Park gift card was not the reward I redeemed my points for and that I have no use for it. I requested either the correct Dollywood admission pass or the return of my ******* ********* date, I have received no further responses or resolution. I am seeking fulfillment of the original reward I selected or restoration of my points.
Business Response
Date: 08/15/2025
Our company appreciates this consumers outreach regarding a reward redemption through our games. On June 27th of 2025, he purchased a reward for 1 Adult Admission to ************** at a cost of ******* of his accrued Loyalty Points. We apologize for the issue he experienced with receiving the Dollywood gift certificate for 1 admission, which should have arrived via mail within 5 to 10 business days as outlined in the Terms and Conditions of the reward. Instead, an electronic gift card for ************ was sent in error. The consumer submitted 2 tickets to our Customer Support team, the first on July 19th with first reply on July 22nd and the second on July 31st which was closed as a duplicate of the original. There was no further response from our team until August 8th. We apologize for the delayed response on our end as this was not intended and resulted in understandable concern and confusion about the status of the reward and resolution. As an update, on August 8th, a Mastercard Gift Card was sent to the consumer via email for the value of admission to Dollywood, the same value as the gift certificate which was supposed to be mailed and was secured with his Loyalty Points. The following response was sent to his Customer Support ticket (#******** on August 8th:
Hi *******,

Thank you for contacting PLAYSTUDIOS Support! Our rewards team reached out to ********* to try to determine what happened with the Gift Card, but were not able to get a response from them. Our team has gone ahead and sent you a Gift Card for the amount that the Dollywood Gift card would have been for, and sent it to your e-mail ********************* I apologize for the inconvenience and the delay in response. Please let me know if you have any trouble receiving the gift card.

Thank you!
Our Customer Support team has not heard back from the consumer since this message was sent and do hope he was able to use the Gift Card successfully toward his Dollywood ticket booking as intended. We believe this fulfills his desired resolution. If the consumer has any other inquiries regarding this or any other game and reward related matters, we hope he will continue to reach out to our Customer Support team and they will be happy to assist.
Customer Answer
Date: 09/16/2025
They sent me a $100 **** Gift Card and the matter has been resolved.
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:05/08/2025
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 am filing a complaint against PlayStudios (Pop! Slots / ********) for deleting my account without authorization after I had spent over $100,000 on their platform since 2022. I was a VIP player with over 5 million loyalty points, and I had regular contact with a VIP host named *********** April 2025, my VIP tier dropped and my loyalty points disappeared. ******** told me the account was under investigation, then suddenly claimed it had been deleted due to an old ******** request. I never submitted any new request, nor did I receive any final confirmation. This deletion happened after I was told the account was secure. I then received an email from ******** confirming the deletion had been executed.I also discovered that the account ID I provided showed up under a different name ("****** ******"), raising serious concerns about PlayStudios data handling. I had asked several times for a full transaction and rewards ledger, and PlayStudios repeatedly refused to provide one. They told me to contact ***** and my bank instead, even though they directly operated the myVIP platform.PlayStudios actions resulted in the loss of all digital property, including points, purchases, and earned benefits. I was never refunded and was instead offered the chance to open a new account, which I declined. Im requesting a full investigation, account reconciliation, and financial compensation for the purchases tied to the deleted account.
Business Response
Date: 05/19/2025
Our company is aware of the consumers complaint and have investigated this situation. Regarding the deletion of his game account, we have confirmed there were 2 submissions originating from the email address of the complainant, ********************* in the OneTrust system, which is the portal all data requests of this nature are processed. The first request was closed as additional information was requested from the complainant with no response. The second request had sufficient information for our Privacy Team to complete the verification process, resulting in execution of the request in accordance with our Privacy Policy located at ************************************************************; It is correct that in April of 2025, there was a period of time where the complainants myVIP Tier dropped and Loyalty Points disappeared. As his Host was unaware that he had an active account deletion request in progress, she correctly shared this issue was under investigation and that his account was secure. Once the investigation revealed his active account deletion request and its fulfillment, his Host correctly updated him that the deletion was in progress and the reason for the recent issues with his account. To provide some insight, account deletion is a multi-step process and the removal of game data and progress, along with the ability to access apps authenticated under the account submitted, will be noticeable to a player if they are still attempting to log into those game apps, as occurred in this case. Upon completion of the account deletion on April 28th of 2025, the complainant was messaged via email from the OneTrust system confirming the completion of his request as he correctly stated. Although we are unable to confirm that he asked for a full transaction and rewards ledger via email or any other method, there is a formal process which involves submitting a request to access the personal information our company holds regarding a players game account. The following form (********************************************************************************************************************) must be completed with the requested information and is then executed by our Privacy Team in the OneTrust system, similar to the account deletion process. The OneTrust system is where all data requests such as the right to be forgotten and the right to know are verified and fulfilled without exception. Due to the account deletion, the complainant did lose all of his digital property, points, purchasing history and associated benefits. His Host did email him and offer the opportunity to open a new game account which would restore the Loyalty Points, chips and myVIP Tier level he had at the point of deletion and any other game progress possible to the best of our ability under the circumstances of an executed account deletion. We are not aware of a response to that email. That offer is still open to him and he is welcome to notify his Host at any time if he would like to proceed. However, our company will not approve a refund of his associated purchases as part of his desired resolution. He continued to play our games and purchase despite having formally submitted 2 account deletion (right to be forgotten) requests. He is welcome to reach out to his purchasing platform where all monetary transactions are directly processed and player billing information resides. However, our company will not override their ultimate decision. We appreciate the complainants understanding in this matter and hope he will reach out to his Host directly should he choose to accept our offer of a new account which would mirror his original account to the best of our ability under these unique circumstances.
Customer Answer
Date: 05/28/2025

Complaint: 23302339

I am rejecting this response because:
1. There may have been requests to delete the account in August 2023 and May 2024. However, these were not processed and did not result in account closure. They were only processed after the complaint of was made to the host. Time stamped after she emailed me saying everything was fine and they would figure my issue out and then again after she sent me a message saying the account had been requested to be deleted by me. It doesn't take a year to process a request. They initiated in intentionally. I never received any notification of account closure until April 28, 2025, long after continued account use and purchases. If PlayStudios had honored my deletion request in 2023, they shouldn't have allowed further purchases for substantial amounts. By their own admission, they permitted activity for over a year post request. This undermines their justification asnd exposes a serious breakdown in their data handling practices.
2. Contrary to their claim, my assigned VIP Host knew of my prior concerns and had full visibility into my account activity, including my January 2023 message requesting to be removed from communication and stating my intent to stop playing. Her response at the time was to reward me with 100 billion bonus chips clearly an act of retention, not a response to a deletion ********** April 2025, while I was still actively making purchases, I experienced tier downgrades and loss of over 5 million loyalty points, yet the Host assured me that my account was secure and under internal investigation, not deletion. This misrepresentation caused me to continue spending while believing my account would be restored.
3. The company claims no record of my request for a transaction ledger, yet I sent multiple emails in March and April 2024 asking for a full reconciliation of my purchases, rewards, and status. Their Host explicitly refused to provide this, stating that such information was unavailable to me. I have retained these emails and they directly contradict the companys assertion that I could have followed a formal process.
4. Thier "offer" to create a new account is not acceptable. I was originally told this was not an option and I quote "You are welcome to open a new account, but unfortunately, your old stats and progress cannot be merged into your current or any future account."
5. I dispute their refusal to approve a refund. They accepted significant sums of money under false or misleading pretenses. They failed to deliver promised services, misled me about my account status, denied access to purchase records, and ultimately wiped my account and all associated value without timely disclosure.
I respectfully maintain my request for a full refund of all purchases made during the period between the initial deletion request and the April 28, 2025 deletion date. PlayStudios knowingly accepted payments after a pending deletion request, denied me information I am entitled to under consumer data laws, and failed to fulfill their contractual obligations.
I am not interested in opening a new account. I am seeking restitution for substantial financial loss caused by negligence, misrepresentation, and poor data handling. I will be seeking legal representation immediately if my request is not met.

Sincerely,

**** ******
Business Response
Date: 06/06/2025
*********** appreciates the complainants response. As clarification, the first account deletion request he submitted required additional information. This was requested of the complainant via the OneTrust system without response from him and closed accordingly. The second request had sufficient information to proceed with deletion, was verified and then completed. Although there was a delay in the verification and processing of the second request, the timing was not intentional nor related to any interaction with his Host. Account deletion, as shared in our original response, is a multi-step process and the removal of game data and progress, along with the ability to access apps authenticated under the account submitted, will be noticeable to a player if they are still attempting to log into those game apps. That is exactly what occurred in this case and his Host correctly advised him as she became aware this was the reason for his account issues. He was notified of the completion of the second account deletion request through the OneTrust system by our Privacy Team on the date it was completed. Account deletion and right to be forgotten requests are specific to the removal of personal data held by our company in relation to a game account and the complainant continued to purchase of his own volition after initiating these requests. Although we are unable to verify correspondence with his Host related to removal from communication or the intent to stop playing, we reiterate that the only process for deleting an account is submission via the OneTrust system, not via email, with verification handled by our Privacy Team through that system. Players are directed to complete the appropriate form, which the complainant did twice as noted. This also applies to the right to know of a player to the personal data our company holds regarding their account and follows the same process as account deletion requiring completion of the following form (********************************************************************************************************************) with verification and execution of the request by our Privacy Team via the OneTrust system. However, because of the data deleted or anonymized pursuant to his second deletion request, we are unable to provide a full reconciliation report of all purchases, rewards, and status. We are only able to provide a limited set of that data if requested. *********** offered the opportunity for the complainant to open a new game account and stand by this solution, which would restore the Loyalty Points, chips and myVIP Tier level he had at the point of deletion and any other game progress to the best of our ability under the circumstances of an executed account deletion. We are unable to merge accounts but would recreate a new account as stated. *********** does not have access to the complainants billing information as all monetary transactions are processed directly through purchasing platforms. He can contact the applicable platform(s) for a refund request and our company will not override their ultimate decision, which will be considered final. Although there was regrettable delay in fulfilling his final, verified account deletion request, there was no misrepresentation of what occurred, and an option has been presented to recreate his account. No refund will be approved or granted by our company. We refer him to our Terms of Service at ********************************************* and Privacy Policy at ****************************************************** for any additional insight.
Customer Answer
Date: 06/10/2025
This formal rebuttal is submitted in response to PLAYSTUDIOS statement regarding my recent BBB
complaint. Their response contains multiple falsehoods, contradictions, and omissions which are
demonstrably disproven by documented evidence. The following clarifies the facts and exposes the
misleading statements made by the company.
1. False Claim of Verified Deletion Request
PLAYSTUDIOS claims that my second deletion request, dated April 28, 2025, was verified and
completed based on sufficient information. However, a screenshot of this request (Request ID:
*********** shows there was no identity verification, no confirmation message from me, no
supporting documents, and no comment history beyond a system-generated deletion notice at
3:29 PM. The record contains no evidence of verification or communication completely
invalidating their assertion. The request was executed without my knowledge or consent.
2. Timing Proves Host Misled Me
Their Host emailed me at 9:34 AM on April 28 assuring me that my account was secure and
attributing the issue to a rare Apple login glitch. Just over an hour later, at 10:43 AM, she
claimed my account had already been deleted due to my submission of a OneTrust deletion
request. However, the actual OneTrust deletion timestamp shows the account wasn't deleted
until 3:29 PM that afternoon. That means the Host either lied or was misinformed and either
scenario proves the company acted with gross negligence or dishonesty.
3. Contradictory Statements on Account Recovery
I was told multiple times that account deletion was final, irreversible, and that deleted progress
could not be transferred or merged. Specifically, I was told:
Once a deletion request is completed, an account cannot be restored stats and progress
cannot be merged into your current or any future account.
However, following my complaints to the BBB and ODOJ, PLAYSTUDIOS reversed this claim
entirely and offered to recreate my account and restore my Loyalty Points, chips, and VIP tier
level. If deletion was truly permanent, this offer would be impossible. If restoration was always
possible, then their earlier refusal was dishonest. Both cannot be true. This flip-flop exposes
their intent to mislead and deflect until formal complaints forced accountability.
4. False Claim About Data Report Availability
On March 22, 2024, I emailed the Host requesting a reconciliation report of my account
purchases, status, and rewards. I was flatly denied, and no alternative method or formal request
path was provided. I was not directed to ******** or any system for data access.
PLAYSTUDIOS statement that deletion is the reason they cannot provide my data is false. I
requested that data long before the deletion they now claim occurred. Their refusal at that time
had nothing to do with data loss; it was a deliberate decision to withhold information I was
legally entitled to.
5. No Consent, No Confirmation, No Verification
Both the first and second deletion requests submitted via ******** lack any indication that I
confirmed or approved them. The second request which was acted upon contains no reply to
history, no identity verification, no attachments, and no user-submitted text. In contrast, the
first request (which they rejected) shows more engagement and follow-up. If they denied the
first request due to missing support code information, then there is no basis to claim the second
request was sufficiently verified it included even less.
Executing a data deletion without consent or verification is a clear breach of data protection
principles under U.S. consumer laws and international standards like the **** and GDPR.
6. False Identity Assignment: ****** ******
During the initial support exchange to my inquiry, the Host informed me that my account was
showing as registered to a ****** ****** a name I have never heard of and certainly never
authorized to be connected to my personal information. This is an extreme privacy breach and
potential case of account misattribution or internal data corruption.
Despite acknowledging the issue, the company took no meaningful steps to restrict access,
investigate fraud, or protect my account. Transactions were still allowed under my billing
credentials, and no identity re-verification process was initiated before further action, including
deletion was taken.
7. Contradictory Claims on Deletion Finality and Data Recovery
The Host was crystal clear on April 28, 2025 when she wrote:
We take self-exclusion and account deletion requests very seriously. Once a deletion request is
completed, an account cannot be restored You are welcome to open a new account, but your
old stats and progress cannot be merged.
Yet after this complaint was filed, PLAYSTUDIOS immediately contradicted that statement by
offering to create a new account and restore everything they previously said could not be
recovered.
So which is it? Is deletion permanent, or not? Their response depends on who is asking.
Internally, they used the deletion claim to justify abandoning my case. Publicly, they reversed it
to appear helpful after being reported. This shows intentional dishonesty and manipulative
customer relations.
8. Reconciliation Request Deflected by Bonus Chips
On March 22, 2024, before any deletion request existed, I made a specific request for a
reconciliation report detailing all purchases, rewards, and account activity. I was told they could
not and offered bonus chips. I asked again, was denied and again, the Host offered bonus
chips. No report was provided, no method of obtaining one was offered, and the issue was
conveniently ignored, and I was directly given false information.
This wasnt a misunderstanding, it was a clear attempt to placate me while avoiding legal
obligations under data access regulations. Offering bonus chips in lieu of account transparency
is not only inappropriate, but also a tactic that raises serious concerns about data integrity and
consumer deception.
Conclusion and Requested Action
PLAYSTUDIOS version of events is riddled with contradictions, missing verifications, and provable
falsehoods. My data was deleted without proper verification or consent. Their internal communication
was inconsistent at best, and intentionally misleading at worst. Every action they took before my formal
complaint demonstrates avoidance and dismissal. Every action they took after shows they were capable
of helping but chose not to and intentionally deleted my account records.
I respectfully request that this case remain open and be escalated for further review. Attached are
screenshots of both ******** requests, email communications, and Host statements proving everything
stated herein.
Sincerely,
**** ******
Customer Answer
Date: 06/10/2025

Complaint: 23302339

I am rejecting this response because: Their response contains multiple falsehoods, contradictions, and omissions which are
demonstrably disproven by documented evidence. The following clarifies the facts and exposes the
misleading statements made by the company.
1. False Claim of Verified Deletion Request
PLAYSTUDIOS claims that my second deletion request, dated April 28, 2025, was verified and
completed based on sufficient information. However, a screenshot of this request (Request ID:
*********** shows there was no identity verification, no confirmation message from me, no
supporting documents, and no comment history beyond a system-generated deletion notice at
3:29 PM. The record contains no evidence of verification or communication completely
invalidating their assertion. The request was executed without my knowledge or consent.
2. Timing Proves Host Misled Me
Their Host emailed me at 9:34 AM on April 28 assuring me that my account was secure and
attributing the issue to a rare Apple login glitch. Just over an hour later, at 10:43 AM, she
claimed my account had already been deleted due to my submission of a OneTrust deletion
request. However, the actual OneTrust deletion timestamp shows the account wasn't deleted
until 3:29 PM that afternoon. That means the Host either lied or was misinformed and either
scenario proves the company acted with gross negligence or dishonesty.
3. Contradictory Statements on Account Recovery
I was told multiple times that account deletion was final, irreversible, and that deleted progress
could not be transferred or merged. Specifically, I was told:
Once a deletion request is completed, an account cannot be restored stats and progress
cannot be merged into your current or any future account.
However, following my complaints to the BBB and ODOJ, PLAYSTUDIOS reversed this claim
entirely and offered to recreate my account and restore my Loyalty Points, chips, and VIP tier
level. If deletion was truly permanent, this offer would be impossible. If restoration was always
possible, then their earlier refusal was dishonest. Both cannot be true. This flip-flop exposes
their intent to mislead and deflect until formal complaints forced accountability.
4. False Claim About Data Report Availability
On March 22, 2024, I emailed the Host requesting a reconciliation report of my account
purchases, status, and rewards. I was flatly denied, and no alternative method or formal request
path was provided. I was not directed to ******** or any system for data access.
PLAYSTUDIOS statement that deletion is the reason they cannot provide my data is false. I
requested that data long before the deletion they now claim occurred. Their refusal at that time
had nothing to do with data loss; it was a deliberate decision to withhold information I was
legally entitled to.
5. No Consent, No Confirmation, No Verification
Both the first and second deletion requests submitted via ******** lack any indication that I
confirmed or approved them. The second request which was acted upon contains no reply to
history, no identity verification, no attachments, and no user-submitted text. In contrast, the
first request (which they rejected) shows more engagement and follow-up. If they denied the
first request due to missing support code information, then there is no basis to claim the second
request was sufficiently verified it included even less.
Executing a data deletion without consent or verification is a clear breach of data protection
principles under U.S. consumer laws and international standards like the **** and GDPR.
6. False Identity Assignment: ****** ******
During the initial support exchange to my inquiry, the Host informed me that my account was
showing as registered to a ****** ****** a name I have never heard of and certainly never
authorized to be connected to my personal information. This is an extreme privacy breach and
potential case of account misattribution or internal data corruption.
Despite acknowledging the issue, the company took no meaningful steps to restrict access,
investigate fraud, or protect my account. Transactions were still allowed under my billing
credentials, and no identity re-verification process was initiated before further action, including
deletion was taken.
7. Contradictory Claims on Deletion Finality and Data Recovery
The Host was crystal clear on April 28, 2025 when she wrote:
We take self-exclusion and account deletion requests very seriously. Once a deletion request is
completed, an account cannot be restored You are welcome to open a new account, but your
old stats and progress cannot be merged.
Yet after this complaint was filed, PLAYSTUDIOS immediately contradicted that statement by
offering to create a new account and restore everything they previously said could not be
recovered.
So which is it? Is deletion permanent, or not? Their response depends on who is asking.
Internally, they used the deletion claim to justify abandoning my case. Publicly, they reversed it
to appear helpful after being reported. This shows intentional dishonesty and manipulative
customer relations.
8. Reconciliation Request Deflected by Bonus Chips
On March 22, 2024, before any deletion request existed, I made a specific request for a
reconciliation report detailing all purchases, rewards, and account activity. I was told they could
not and offered bonus chips. I asked again, was denied and again, the Host offered bonus
chips. No report was provided, no method of obtaining one was offered, and the issue was
conveniently ignored, and I was directly given false information.
This wasnt a misunderstanding, it was a clear attempt to placate me while avoiding legal
obligations under data access regulations. Offering bonus chips in lieu of account transparency
is not only inappropriate, but also a tactic that raises serious concerns about data integrity and
consumer deception.
Conclusion and Requested Action
PLAYSTUDIOS version of events is riddled with contradictions, missing verifications, and provable
falsehoods. My data was deleted without proper verification or consent. Their internal communication
was inconsistent at best, and intentionally misleading at worst. Every action they took before my formal
complaint demonstrates avoidance and dismissal. Every action they took after shows they were capable
of helping but chose not to and intentionally deleted my account records.
I respectfully request that this case remain open and be escalated for further review. Attached are
screenshots of both ******** requests, email communications, and Host statements proving everything
stated herein.

Sincerely,

**** ******
Business Response
Date: 06/19/2025
*********** appreciates the complainants detailed response and the additional information supplied with his rebuttal. However, as clarification, PLAYSTUDIOS followed our established verification process in the One Trust system with both account deletion requests submitted by the complainant. The second request included sufficient information to verify and proceed. Once the account deletion was completed, the complainant was notified via the One Trust system as is our regular process. Although there was regrettable delay in the fulfillment of his second request from the date of submission, no other communication would have been made by our Privacy Team unless there was a need for additional information to verify his identity in relation to the game account submitted. Account deletion is a multi-step process as it involves all apps authenticated to an account and all databases must be individually cleared. For this reason and as stated, if a player does log into their account while the deletion is being completed, they will notice everything the consumer noticed in April of 2025 including experiencing log in issues and observing the loss of game progress and virtual currencies. There was no misinformation provided by his Host as account deletion is handled by a separate team (our Privacy Team) in a separate system (One Trust) and his Host notified him once the cause of his game issues was confirmed. Account deletion is an irreversible process, meaning that the account itself cannot be resurrected or retrieved. The following statement was shared with the complainant by our Privacy Team on April 28th of 2025 via One Trust when the deletion was completed:
Your request to be forgotten has been completed. PLAYSTUDIOS has deleted or anonymized your personal data other than personal data that we have a legal obligation to continue to store, or that is necessary for the establishment, exercise or defense of a legal claim.
Since there is information which our company has a legal obligation to continue to store as stated in that response, there is sufficient information available to create a new account and replicate as much as possible should the complainant change his mind and accept our offer.
In reference to the complainants right to know the personal data our company holds, this information was available prior to the account deletion and only obtainable by submitting a formal request via the One Trust system similar to the process for account deletion. This process and all related matters are shared in our Privacy Policy, which is accessible to all of our players.
In conclusion, the complainant continued to play our games despite having submitted two requests to delete his game account. He qualified for the services of a Host and had email interactions with her. Part of the exclusive services of the Host program involves receiving complimentary (bonus) chips as reinvestment dependent on level of engagement and should not be construed as anything different. That being said, once a request to delete a game account is submitted and verified, it will be fulfilled in accordance with our Privacy Policy as happened in this case. *********** stands by our offer to create a new account replicating the old account to the best of our ability in order to resolve this complaint. However, we will not approve or grant a refund for previous purchases, although the complainant can submit a request to his purchasing platform which they will either approve or deny based on their policies and our company will not override. We again refer him to our Terms of Service at ********************************************* and Privacy Policy at ****************************************************** for any additional insight and will be happy to assist if he changes his mind and wishes to proceed with a new account as outlined.

Customer Answer
Date: 06/23/2025

Complaint: 23302339

I am rejecting this response because: Their response is avoidant, inaccurate,incomplete, and inconsistent with the documented timeline and facts. Their actions caused significant financial and data-related harm, that is factual.
1.Inconsistent Timeline and Mishandled Deletion Process
On the morning of April 28, 2025, I was actively engaged with PLAYSTUDIOS support regarding account access issues and unexpected content loss. At 9:34 AM, I received an email from my assigned Host stating that the problem was believed to be a rare Apple-related error that had never been seen before. There was no indication that a data deletion request was pending, let alone imminent.
Then at 10:43 AM, I received a second email from the same Host informing me that my account had already been deleted and they had spent all weekend researching it.If that were true, wouldnt you have noticed a deletion request in process? This was the first time deletion was ever mentioned. However, the official system-generated confirmation from ******** shows that the deletion was not completed until 3:29 PM that afternoon.
This timeline proves that deletion had not occurred at the time I was told it had.Between 10:43 AM and 3:29 PM, there was a clear opportunity to pause the process and confirm its validity, especially since I was already communicating with support and had not requested deletion in that context. That did not happen. This was done intentionally. A year later after I reported issues seemed a little convenient and the time frame is unacceptable.
Earlier, I was also told by the Host that the account was associated with the name ****** ******. I have no connection to that name, and this explanation was never followed up on or clarified. After deletion was confirmed, I was told it had been processed because deletion requests and self-exclusion are taken seriously and that. If the request was truly taken seriously, it would have required verification and direct confirmation, neither of which occurred while I was actively engaged with their team. And not taken them a year to process the request.
PLAYSTUDIOS has also failed to explain what prompted the deletion or what verification was used to justify it. Their response provides no detail about what changed or why the deletion proceeded at that moment despite the fact that I was reporting unexpected technical problems.
2.Refusal to ******************** Blocked My Ability to Reconcile Charges
At a separate point, I requested access to my account data, including transaction history and records of purchases. That request was denied. I followed up and asked for escalation and was denied again. I was never directed to OneTrust,nor was I told there was any formal process I could follow to obtain this information. Instead, I was offered bonus chips.
This refusal prevented me from reconciling the charges that had cleared my accounts. I had legitimate concerns and still do of being overcharged, but without access to my own account information, I had no way to confirm or verify those transactions.PLAYSTUDIOS denied me the opportunity to review records that would have allowed me to ensure accuracy. That denial was not just frustrating; it was financially damaging.
Their claim that I had access to my data before deletion is simply not true. The company never provided the tools or information needed to access it, and they denied me twice when I asked for it directly. I have already provided the documentation clearly showing that.
3.Irreversibility Claims Are Contradicted by Their Own Offer
PLAYSTUDIOS has stated that account deletion is irreversible. Yet, in the same response,they offered to recreate my account and replicate as much of my previous experience as possible. This is a contradiction. If the account had truly been deleted and all data removed or anonymized, such a reconstruction would not be possible.
This inconsistency casts serious doubt on the integrity of their deletion process.Either the account was not truly deleted, or the data was retained in a manner that undermines the accuracy of their privacy policy and their stated commitment to data erasure.
4. Offers of Reinstatement Only Followed Formal Complaints
No efforts to remedy this situation were made until after I filed formal complaints with the Better Business Bureau and the ****************************. Prior to that,I was told that the deletion was complete and that there was nothing PLAYSTUDIOS could do.
Only after regulatory involvement did the company offer to rebuild the account and do its best to replicate my previous account. This was not a customer service ********** was a reactive measure prompted by external scrutiny.
5.Refusal to Refund Purchases is Unacceptable
The digital content I paid for was permanently lost due to actions taken by PLAYSTUDIOS without warning or confirmation. Their position is that I should seek a refund through the platform provider, but this ignores the root of the issue. I would,but the elapsed time makes it impossible.
This loss was not caused by a user error or device issue. It was the direct result of their company executing a deletion process while I was still actively working with support and refusal of my account information. I was never notified, never asked to confirm, and was denied access to the very data I would have needed to validate what was lost. Their refusal to refund under these circumstances is unreasonable and unethical.
Conclusion
I was actively engaged with support when deletion occurred.
I received no warning, no confirmation, and no opportunity to stop the process.
I was told inaccurate and confusing information, including a false name association.
I was denied access to my own data, which blocked my ability to confirm financial transactions.
I lost content I paid for, without recourse.
Recreation was only offered after complaints were filed.
PLAYSTUDIOS has refused to accept responsibility for any of this.
Their handling of my account, data, and purchases was negligent and inconsistent with basic consumer rights and expectations. I stand by this complaint and intend to pursue all actions possible.

Sincerely,

**** ******
Business Response
Date: 07/04/2025
*********** has reviewed the most recent rejection from the complainant. We stand by our previous responses in their entirety along with our offer to resolve this complaint with the creation of a new game account which would replicate the original to the best of our ability. To reiterate and clarify, the complainants original game account was deleted in accordance with ****************** Protection Regulation) with details outlined in our first response:
Regarding the deletion of his game account, we have confirmed there were 2 submissions originating from the email address of the complainant, ***************************, in the OneTrust system, which is the portal all data requests of this nature are processed. The first request was closed as additional information was requested from the complainant with no response. The second request had sufficient information for our Privacy Team to complete the verification process, resulting in execution of the request in accordance with our Privacy Policy located at ************************************************************; It is correct that in April of 2025, there was a period of time where the complainants myVIP Tier dropped and Loyalty Points disappeared. As his Host was unaware that he had an active account deletion request in progress, she correctly shared this issue was under investigation and that his account was secure. Once the investigation revealed his active account deletion request and its fulfillment, his Host correctly updated him that the deletion was in progress and the reason for the recent issues with his account. To provide some insight, account deletion is a multi-step process and the removal of game data and progress, along with the ability to access apps authenticated under the account submitted, will be noticeable to a player if they are still attempting to log into those game apps, as occurred in this case. Upon completion of the account deletion on April 28th of 2025, the complainant was messaged via email from the OneTrust system confirming the completion of his request as he correctly stated.
For additional clarification applicable to this complaint, the following is specifically stated in our Privacy Policy regarding the official process for submissions of data privacy requests inclusive of the right to be forgotten (account deletion) and the right to access the personal information our company holds regarding a game account:
Your Rights: Online Request Form
We have established an online submission process to facilitate requests to exercise your data privacy request. To request access to the personal information we hold about you, to amend or correct your personal information, to have your personal information erased, or to restrict or object to the processing of your personal information, please submit your request HERE.
Alternatively, send an email to ************************************************************, or mail your request to:
PLAYSTUDIOS US, LLC
Attn: Privacy Department
*************************************
*******************
The following information, also directly from our Privacy Policy, provides insight specific to account deletion:
What happens if you request us to delete your personal information?
If you request to be forgotten, we will delete, put beyond use or anonymize your personal information such that you cannot be identified from the data that we retain, unless we have a basis to maintain it (see How long will we store your personal information?).
Please know, however, that if you request to be forgotten and subsequently download and play any of our Applications, none of your historical performance data will be available, meaning you will lose any virtual currency, game progress, and Loyalty Points that you had at the time your request is processed.
How long will we store your personal data?
We will store your personal data no longer than is necessary for the purposes for which your personal data is processed. If you submit a request to be forgotten, we will either delete or anonymize your personal data unless we have a legal obligation to continue to store the personal data, or for the establishment, exercise or defense of a legal claim. For example, if you have made purchases within any of our Applications, or redeemed a Reward, we may store your personal data for as long as the statute of limitations for making a claim relating to that purchase or redemption, typically 6.5 years in some U.S. states. If you have indicated in any way that you believe you have a dispute with us, we may store your personal data at least until that dispute is resolved.
We may store anonymized data indefinitely. We maintain this type of data to compare performance of our Site, our Applications and our Services over past periods, to analyze current performance, to measure player activity over time, and for other business uses.
Although this account deletion was executed through an established process to ensure our companys compliance with data privacy laws, our company has presented the complainant with the option of creating a new game account replicating the game progress of the old account as close as possible. Regarding a refund, the complainant has been presented with the only option available, which is contacting the applicable purchasing platform(s) for a refund request as per his desired resolution when initiating this complaint. *********** does not handle any monetary transactions directly and will not override their ultimate decision. This is our offer of resolution to this complaint and is available until further notice should he choose to confirm. Both our Terms of Service at ********************************************* and Privacy Policy at ****************************************************** are available to the complainant for additional reference.
Customer Answer
Date: 07/07/2025

Complaint: 23302339

I am rejecting this response because: Your latest response again refuses to address the actual, documented evidence I have provided. Instead of explaining your specific actions in my case, you continue to rely on generic citations of your Privacy Policy that do not explain your conduct in this matter.
Here are the direct issues you continue to ignore:
Contradictory timeline on April 28th
At 9:35?AM, your Host emailed me blaming my account issues on an Apple issue and saying your team was working to resolve it.
At 10:43?AM, your Host emailed again stating:
Please understand that we take self-exclusion and account deletion requests very seriously. Once a deletion request is completed, an account cannot be ************ are welcome to open a new account, but unfortunately, your old stats and progress cannot be merged into your current or any future account.
Yet the deletion itself was not actually processed and confirmed until 3:29?PM that afternoon.
Explain how your staff could tell me it was already completed and irreversible before you even processed it.
This is not multi-step process confusion. It is a clear, time-stamped contradiction you refuse to explain.
The ****** ****** record mismatch you keep ignoring
On April 21, 2025, before any deletion request was supposedly processed, your Host asked me for my Support Code and User ID so she could investigate the issues I reported.
When I provided that exact information, she told me your system showed the account under the name ****** ******.
That error was in your own recordsnot anything I submitted.
If you couldnt even identify the correct account owner before processing anything, how can you claim you completed any reliable multi-step verification process?
How can you insist I authorized a deletion request if your own system didnt even have my correct name?
This record mismatch completely undermines your claim of proper verification, and you have yet to address it.
No explanation of what was different between the first and second deletion requests
You claim the first request was closed due to missing additional information but refuse to specify what was missing.
What new information did you receive in the second request that allowed you to process it a year later?
If I did not supply anything new, your entire justification fails.
Provide a clear, side-by-side comparison of both requests in your system.
Refusal to explain why you denied me access to my own account data
Your Privacy Policy explicitly guarantees my right to request all personal data you hold about me.
I made that request, and you refused.
You have never explained why you denied me this right.
This is a direct violation of your own stated policy.
Your position only changed after I filed complaints
Your Host initially told me in writing that my account and Loyalty Points could not and would not be restored under any circumstances.
Only after I filed formal complaints did you reverse your position and offer to recreate the account as close as possible.
This is not a genuine, good-faith resolution. It is an obvious attempt at damage control in response to external pressure.
I do not accept this offer. It is inadequate given the documented contradictions, errors in your records, and your failure to provide my data on request.
Your claimed timeline is fundamentally unreasonable
You also claim there was a first request that was closed due to additional information being needed and no response. But yet you processed a 2nd request only after I raised issues that had sat untouched for almost a year with no additional verification.
How is it acceptable under any standard, including your own Privacy Policy, for a legitimate deletion request to take an entire year to process?
If the request was truly valid and verified, there is no justification for such a delay.
This delay alone demonstrates your process was either fundamentally flawed, unreliable, or not legitimate at all.
You have never once explained this year-long gap.
Your responses remain evasive and circular
You continue to paste broad sections of your Privacy Policy without addressing these specific, documented contradictions in your own communications and records.
Quoting policy text is not an answer to these direct questions.
I am requesting real, case-specific answers.
This is my final attempt to get a meaningful response.
I am demanding direct, point-by-point answers to every question listed here with no further deflection into generic policy text.
If you cannot or will not do so, I will consider this matter fully unresolved and will escalate using all documented evidence of your contradictory timeline, record errors, refusal to comply with your own stated policies, and your clear pattern of avoiding accountability. I expect your complete, specific, and prompt response. Thank you!

Sincerely,

**** ******
Business Response
Date: 07/18/2025
Our company has reviewed the complainants rejection of our offer. His Host was unaware that an account deletion was occurring during her initial investigation of technical and data issues and sought guidance from our team of developers without this specific insight. Once this was identified and she was correctly advised, she notified the complainant that this was the reason for the technical issues he was experiencing. For clarification purposes, when the technical portion of an account deletion is executed, all aspects of player data, which reside in multiple databases, are processed by individual teams at different times. This does not happen simultaneously and, as in this case, was in process between the dates of April 18th of 2025 and April 28th of 2025. This was the period of time the complainant was having technical and account issues. The final stage of deletion was completed on April 28th by our Privacy Team, which is a separate team from our Hosts and developers who verify and process all data requests such as the right to be forgotten and the right to know in the One Trust system. Account deletion involves the removal of all player personal information from our systems inclusive but not limited to name, email address, Loyalty Points, chips, other currencies, and game progress. This process will result in log in issues, changes in balances, loss of connection to a player ID number and confusion while an agent is researching an account and if the player is attempting to access their game app(s) since the account data is being removed from our systems and can no longer be effectively searched. This is exactly what occurred in this case. The request which was fulfilled was verified by our Privacy Team as a match based on the email address, Support Code and authenticated game app and level, which were all supplied. In the first request the complainant submitted, the Support Code was not provided and was requested via email through the One Trust system with no response. The email address was entered in the Support Code slot, not the actual Support Code. That request was closed due to non-response and the complainant was messaged. Due to the sensitive player data included in One Trust requests, no screenshots of that data and request can be supplied for this complaint. In reference to the right to know the personal and account data our company holds, that request must be submitted via the One Trust system and not any other method. This is stated in our Privacy Policy at ****************************************************** and would have been granted if the information submitted were a match. During the time frame referenced by the complainant, there has been no other method of requesting or securing this data. We have also confirmed no request to know was submitted in the One Trust system and, therefore, the right to know was not denied. It is true that we do not recreate deleted accounts but did offer to do so in this instance as an act of good faith since the complainant continued to play our games after his second, verified deletion request had been submitted and there was a significant delay in fulfilling that request. This delay in fulfillment was due to a backlog of requests in the queue which our Privacy Team was addressing. That was the sole reason for the delay in verification and fulfillment of his second request. We stand by the information we have shared in this and previous responses to this complaint, the process for requesting a refund, which was the original desired resolution, and the offer to create a new account as close as possible to when his account was deleted based on the personal data we continue to have a legal obligation to store, or that is necessary for the establishment, exercise or defense of a legal claim. This offer for resolution is valid until further notice. If he chooses to proceed, we ask that he contact his former Host for assistance.
Customer Answer
Date: 07/27/2025

Complaint: 23302339

I am rejecting this response because:
It continues to deflect, misrepresent the facts, and avoid responsibility for a serious mishandling of my personal data, my account, and my financial transactions. Below are the critical issues that remain unresolved and that I intend to pursue through formal and legal channels if this matter is not rectified.
1. False ********************************************** claims that my Host was unaware a deletion was taking place during her investigation. That is not consistent with the facts. On April 21, 2025,she told me my account had come up under the name ****** ****** after I provided her with the support code she requested. She then mentioned strange account behavior the same day she also told me it was deleted and blamed it on an ***** issue they hadnt come across. It was clear she was already investigating data issues.
If, as they now claim, the deletion process began on April 18, when I notified her of issues I had noticed and involved multiple internal teams, it is not believable that no one had knowledge of it while she was actively investigating. You cannot call it a multi-day/step process across departments and also claim everyone was unaware it was happening.
2. No Verification and Use of a Request from Over a ************************ states that the deletion process started on April 18, 2025, and was completed on April 28. They also say this was based on a request submitted more than a year earlier. If that is true, no verification was ever sent to me at the time of processing, despite their claim that a multi-step process is required.
I continued to play, make purchases, and interact with their platform for more than a year after any alleged request. For a company to act on a request that old, without any reconfirmation or validation, especially when the user is still actively engaged and reporting issues on their account is unacceptable. This approach reflects a failure of reasonable care and user consent.
Processing the most destructive action possible, permanent deletion of personal data and financial records, without notice, confirmation, or authentication is not just poor practice. It is a violation of basic data protection principles and may fall outside lawful boundaries depending on jurisdiction.
3. I Am Requesting Full Records, Including the ***************************************** refers to two prior deletion requests but has refused to provide a copy of what they processed. If they acted on a request from over a year prior,they are obligated to provide documentation showing how it was received, what was submitted, the timestamp, the verification steps followed, and the internal decision trail, or what was different between the two alleged requests. They have provided none of this. I am requesting a complete and unredacted record of all actions ever taken on my account, from the date of account creation through the date of deletion. That includes all purchases, account changes, support interactions, and any internal notes or deletion-related actions.
4. Denial of My Requests for Purchase History
In May 2024, I raised concerns about possible overcharges and made several direct requests to my Host for my account records. I was denied and when I pushed back, she said she would ask her supervisor, who also denied my request.I was not directed to any portal or formal process. I was not told about ******** or the proper channels to obtain my rightful account information. The company now claims I never submitted a request, but they never gave me the opportunity to do so, and I have clearly shown that I requested it multiple times.
I used the same channel I had always used for support. Their failure to respond, redirect,or assist reflects a complete breakdown in customer service and data responsibility.
5. Their Offer to Recreate My Account is Not a ********************** has offered to recreate the deleted account as a gesture of good faith (an offer that was only made after I filed formal complaints). I do not accept that offer. My position is that the account was deleted without proper authorization, without verification, and without legal justification. Offering to recreate something that was improperly destroyed does not correct the ******* simply proves they know something went wrong and are trying to backtrack without admitting fault. If they are confident that their actions were appropriate, then they should have no issue supplying a complete record showing how the request was verified, when it was processed, and who approved of it.
6.Ongoing Refusal to Provide Transparency
PlayStudios continues to claim they cannot provide logs, screenshots, or account history due to privacy concerns. This is not a valid excuse. I am not asking for anyone elses data. I am requesting the history and record of my own account, which contains my personal information, purchase history, and usage.Their refusal to share these records with the data subject in question undermines every argument they are attempting to make and raises serious concerns about their recordkeeping practices.

Final Position and Intended Next Steps:
I do not accept their offer. I am requesting the following:
- A full refund for all purchases tied to the deleted account
- A complete and unedited record of all actions taken on my account, beginning with the creation date and ending on April 28, 2025
- Written confirmation that all personal data tied to the deleted account has been permanently removed
- A full copy of the deletion requests the company claims to have processed and not, including all metadata, timestamps, and verification steps
- An acknowledgment that no notification, verification, or confirmation was sent to me before the account was deleted
If PlayStudios continues to refuse to take accountability or provide the requested records, I will pursue legal action. I believe a court would find that acting on a stale deletion request with no verification, while continuing to accept purchases, violates federal consumer protection laws and data handling standards. At minimum, it reflects gross negligence. I will also be escalating this matter to the ************************, the ***************************,and any relevant federal or state privacy regulators with jurisdiction. I had hoped this could be resolved cooperatively without legal proceedings, but at this point, that no longer appears possible.

Sincerely,

**** ******
Business Response
Date: 08/08/2025
Our company has reviewed the complainants rejection of our last response. To reiterate, his Host was unaware of the account deletion which was in progress until this was uncovered during her research. As stated previously, when the technical portion of an account deletion is executed, all aspects of player data, which reside in multiple databases, are processed by individual teams at different times. The account behavior the complainant experienced between the dates of April 18th of 2025 and April 28th of 2025 was consistent with what occurs during the technical portion of the deletion of an account. This includes log in issues, changes in balances, loss of connection to a player ID number and difficulty both while an agent is researching an account and if the player is attempting to access their game app(s). If a player logs in as the complainant did, which players who submit account deletion requests generally do not do, this would be their experience. As point of clarification, account deletion is handled by another team, not by game developers, Hosts, or **************** team members. Any of these other parties will not be aware of a deletion until the action has been completed or if directed to our Privacy Team, who process these requests exclusively through the One Trust system, for insight. For those who submit requests for their personal data to be forgotten in our systems, also known as account deletion, there is no messaging from our Privacy Team via the One Trust system if the information supplied by the player has been verified. The only outreach to a player would be at the time of initial submission, including the 10-digit Request ID being supplied to reference the request, or if additional information is needed to complete the verification. Additional information was not necessary in the complainants second submission and therefore not requested by our Privacy Team.
To again reiterate, the complainant formally submitted a request to be forgotten and voluntarily engaged with the account in question despite this submission. Requests of this nature, to have personal information removed from our systems, must be executed in alignment with our Privacy Policy. Although the fulfillment of this specific request was admittedly delayed due to backlog, he was notified by our Privacy Team through the One Trust system as would any other player once this deletion was completed.
The complainants rights are clearly outlined in our Privacy Policy and can be referenced at ******************************************************, specifically the right to know the personal data our company holds in reference to him. There is a process to submit a request of this nature, also outlined in our Privacy Policy, which has been available to him and all our players and must be formally requested through this method. For this reason, this information cannot be supplied in response to this complaint.
A refund will not be approved on our end. The process for submission of such a request has been shared in our previous responses and must be initiated by him through his platform. PLAYSTUDIOS will not override the platforms ultimate decision.
Recreating his deleted account is the only solution we will offer as the second request he submitted for account deletion was verified by our Privacy Team and completed in accordance with our Privacy Policy. Requesting a copy of his data was possible prior to the deletion. That being stated, there is still a process in place for submission of such a request and that is shared in our Privacy Policy. If he submits a request to know and it is verified by our Privacy Team, any information in our databases, if it exists, will be shared with the complainant. However, due to the fact that his account and all associated personal information were deleted from our systems, we cannot ensure it is retrievable.
The solution of a new account replicating his old account to the best of our ability based on the personal data we continue to have a legal obligation to store, or that is necessary for the establishment, exercise or defense of a legal claim, is still available to the complainant until further notice. If this is not sufficient, we refer him to our Terms of Service at ********************************************* for additional insight.

Customer Answer
Date: 08/14/2025
I am submitting this rebuttal in response to PlayStudios latest statement regarding my complaint. Their most recent letter contains multiple factual inaccuracies,omissions, and contradictions when compared to their prior responses, their own policies, and the documented history of my account.
To assist review, I have attached an updated contradictions table (Exhibit A PlayStudios Contradictions Timeline) detailing nine key issues where their statements have shifted or conflicted with prior positions.
1. Alleged 2024 Deletion Request Never Verified by Me
PlayStudios claim that the April 2025 deletion was based on a second submission is misleading. They are referring to an alleged 2024 deletion request that they say was verified internally. At no time did I confirm or authorize that request when they processed it over a year later. Their definition of verified simply means they skipped asking me to confirm, which is a major process flaw.
2. Taking Payments for Over a Year While Claiming Deletion Was Pending
If PlayStudios truly believed my account was set for deletion in 2024, there is no justification for continuing to accept purchases and VIP program engagement for over a year without reconfirming my intent. This conduct is inconsistent with good faith business practices and consumer protection standards.
3.Verification & Notification Failures
They now admit there is no communication to the player if they deem a request verified internally. This directly contradicts earlier suggestions that I would have been notified if a deletion were in process.
4. Host and Support Awareness Gaps
They admit my Host did not know about the deletion until April 28, 2025, after researching my complaint. Between April 1828, I was actively reporting login issues, missing chips, and lost VIP perks none of which were explained as part of a deletion process at the time.
5. Rewriting the Technical Timeline
PlayStudios now labels my April 1828 account issues as normal for the technical portion of a deletion. This is a retroactive reclassification. At the time, support could not explain these problems.
6. Data Access Rights Denied
They instruct me to submit a request to know but also admit my account data has been deleted. This creates a Catch-22 and deprives me of meaningful access rights.
7. Refund Refusal and Shifting Responsibility
They state they will not approve any refund and will not override the platforms decision. While ************ process payments, developers can support refunds with evidence or provide direct compensation. PlayStudios has refused to take either step.
8. Support Code Issued to Wrong Name
I have repeatedly asked why my accounts support code was tied to a different name. This has never been addressed, raising serious questions about whether my account was even matched to the correct identity during deletion.
9. Denial of Account History Request
Before the deletion, I asked for my account history. ********************** refused outright and sent me to *****/******, never explaining the formal Privacy Policy process they now cite. This prevented me from retrieving my data before it was erased.
Requested Resolution:
Full refund of all purchases associated with the deleted account; and
Disclosure of all logs, tickets, and internal records from April 1May 1, 2025 relating to my account, the alleged 2024 deletion request, and the wrong-name support code issue.
I will not accept account recreation under any circumstances. I will never play their games again, and such an offer does not address the financial loss caused by the unauthorized deletion.
PlayStudiosshifting narratives, refusal to provide proof, and documented contradictions demonstrate that this matter has not been resolved in good faith. I request the BBB review Exhibit A in detail and press PlayStudios to produce the evidence they claim to have or provide a fair financial remedy.
Sincerely,
**** ******
Customer Answer
Date: 08/14/2025

Complaint: 23302339

I am rejecting this response because: PlayStudioslatest statement regarding my complaint. Their most recent letter contains multiple factual inaccuracies, omissions, and contradictions when compared to their prior responses, their own policies, and the documented history of my account.
To assist review, I have attached an updated contradictions table (Exhibit A PlayStudios Contradictions Timeline) detailing nine key issues where their statements have shifted or conflicted with prior positions.
1. Alleged 2024 Deletion Request Never Verified by Me
PlayStudios claim that the April 2025 deletion was based on a second submission is misleading. They are referring to an alleged 2024 deletion request that they say was verified internally. At no time did I confirm or authorize that request when they processed it over a year later. Their definition of verified simply means they skipped asking me to confirm, which is a major process flaw.
2. Taking Payments for Over a Year While Claiming Deletion Was Pending
If PlayStudios truly believed my account was set for deletion in 2024, there is no justification for continuing to accept purchases and VIP program engagement for over a year without reconfirming my intent. This conduct is inconsistent with good faith business practices and consumer protection standards.
3.Verification & Notification Failures
They now admit there is no communication to the player if they deem a request verified internally. This directly contradicts earlier suggestions that I would have been notified if a deletion were in process.
4. Host and Support Awareness Gaps
They admit my Host did not know about the deletion until April 28, 2025, after researching my complaint. Between April 1828, I was actively reporting login issues, missing chips, and lost VIP perks none of which were explained as part of a deletion process at the time.
5. Rewriting the Technical Timeline
PlayStudios now labels my April 1828 account issues as normal for the technical portion of a deletion. This is a retroactive reclassification. At the time, support could not explain these problems.
6. Data Access Rights Denied
They instruct me to submit a request to know but also admit my account data has been deleted. This creates a Catch-22 and deprives me of meaningful access rights.
7. Refund Refusal and Shifting Responsibility
They state they will not approve any refund and will not override the platforms decision. While ************ process payments, developers can support refunds with evidence or provide direct compensation. PlayStudios has refused to take either step.
8. Support Code Issued to Wrong Name
I have repeatedly asked why my accounts support code was tied to a different name. This has never been addressed, raising serious questions about whether my account was even matched to the correct identity during deletion.
9. Denial of Account History Request
Before the deletion, I asked for my account history. ********************** refused outright and sent me to *****/******, never explaining the formal Privacy Policy process they now cite. This prevented me from retrieving my data before it was erased.
Requested Resolution:
Full refund of all purchases associated with the deleted account; and
Disclosure of all logs, tickets, and internal records from April 1May 1, 2025 relating to my account, the alleged 2024 deletion request, and the wrong-name support code issue.
I will not accept account recreation under any circumstances. I will never play their games again, and such an offer does not address the financial loss caused by the unauthorized deletion.
PlayStudiosshifting narratives, refusal to provide proof, and documented contradictions demonstrate that this matter has not been resolved in good faith. I request the BBB review Exhibit A in detail and press PlayStudios to produce the evidence they claim to have or provide a fair financial remedy.

Sincerely,

**** ******
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.

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