Complaints

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

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  PlayStudios, Inc.

  10150 Covington Cross Dr Las Vegas, NV 89144-6567

• 

  PlayStudios, Inc.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2024

  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 have contacted them over 20 times since last complaint. No response . I called play studios complaint number, no response . I emailed them No response . All they have to do is THEIR job. Look at the times , dates , and photos I have sent them . Guest 821 on pop slots . The glitches continue to rip me and other people off . They do nothing. I have been playing for almost 3 years . I spend my money on their chips , only to be robbed and get no response . Im not going away playstudios . I gave you money for your chips . When I win , I want what's coming , not your silence . Everyone in the world should know what kind of company you are . Just look at all these complaints . If your customer service actually did their JOB , you wouldn't have to come on here and explain how your trying to make up for it after months of complaints and not a word from your customer service, and then oops . Yes, your right . I want the chips I won. Go back over the last 30 complaints that you have IGNORED and give me my chips . I won them. YOU RIPPED ME OFF. Now just give me all my chips for what it said I would win for all 30 complaints or give me every dime I have paid you for chips since my first ripoff complaint .

  Business Response

  Date: 07/12/2024

  Our company has reviewed this complaint and acknowledges a breakdown in communication with this consumer.  Since May 15th of 2024, there were 3 tickets submitted to our Customer Support team which did not receive response or action.  We apologize profusely for this oversight as this is not in accordance with the level of service we strive to offer our players.  To provide some insight, this player has been in communication with our Customer Support team regularly since the creation of their account in February of 2021 and inclusive of the time since their last complaint to the Better Business Bureau in June of 2023.  As additional insight, our Customer Support is handled exclusively through ticket submission via the POP! Slots game app and not by any other method inclusive of phone or email.  We have taken the opportunity to thoroughly review this players game account as recorded on our servers along with screenshots provided via our ticketing system.  This includes multiple complaints regarding game performance, inclusive but not limited to freezing, incorrect spins and chip loss, dated May 14th, 16th, 21st, 22nd, June 2nd, 3rd, 7th, 8th, 11th, 13th, 14th, 23rd, 24th and 26th.  Our servers only verified 2 unrelated crashes, one on May 29th and one on July 3rd.  There is no indication of any credits or spins not awarded to the players account based on the complaints or which were out of alignment with the specific challenges, events or games involved.  Fortunately, if there are any connection issues experienced during the course of gameplay, all prizes and winnings are awarded accordingly and will reflect when the app is rebooted and then is able to resync with our servers.  This information has been shared with the player previously.  As this player uses WiFi when playing our app, we do also strongly recommend a troubleshooting step to prevent freezing or lag and ensure optimum performance.  This involves verification of the strength of the WiFi connection being used and playing in a location close to their router.  As POP! Slots offers a more highly volatile playing experience than many other apps, we hope this is a helpful step in improving his game performance by ensuring his app is properly synched in real-time with our servers.  This does not negate the lack of response to the last 3 tickets submitted and we again apologize for that oversight and any resulting level of frustration.  Although our research of this account did not identify any outstanding credits, we have manually added a bonus of chips today to this players account for collection as appreciation for his support of our games.  We are committed to preventing this breakdown in communication in the future and hope this player will continue to reach out to our Customer Support team if any other game inquiries arise. 

  Business Response

  Date: 08/22/2024

  Our company appreciates the consumers follow up.  We do stand by our response from July 12th inclusive of review of screenshots provided through our Customer Support ticketing system, review of their game play as reflected on our servers to address complaints dated May 14th through June 26th, the outcomes determined, the troubleshooting provided, and the bonus chips added to their account.  In reference to the separate Legend of the Strip issue from August 9th, the consumer reported inbox envelopes vanishing, specifically one for 41 billion chips. This was originally reported to our Customer Support team on August 9th in Ticket #*******, which was created by the consumer regarding another matter two days prior.  We do apologize for the oversight of that ticket as that was not intended.  They were assisted with this issue in a follow up ticket, #*******, which they submitted on August 12th and received both response and resolution on the 13th along with the Rainbow 7s winning in question of ************** chips manually added to their account.  The consumer was also assisted in Ticket #******* submitted on August 14th which received both response and resolution on the same day dealing with the same type of issue but referencing another prize which was also manually added to their account.  In regard to the inbox prizes vanishing, we have advised players, including the consumer, that all Inbox winnings should be collected immediately as the feature is not designed to permanently hold items.  If prizes are not collected immediately, we do share they may expire so that when the app is restarted, their content may be unavailable.  In general practice, the consumer is correct that prizes are designed to be collected for 72 hours once awarded before expiring but we do encourage players to collect all prizes right away to avoid expiration. Details regarding prizes can be found along the bottom of all in-game promotional images for challenges and offers.  As an action item on our end specific to the Rainbow 7s premature expiration the consumer has reported, our team of game developers have been advised so they can evaluate and improve this functionality based on their outcomes.  In addition, we do want the consumer to know that our Customer Support team will continue to be committed to improving response time and service delivery and hope this was evident in the handling of their last 2 reported issues.  If they have any other game related inquiries, we do hope they will continue to reach out to our Customer Support team for guidance and assistance.

• Initial Complaint

  Date:06/24/2024

  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 will give one example as I have made far to many purchases June 23rd I purchased $9.99 in chips. I was promised *********** and received ***********. Constantly prizes owed are not received. After numerous attempts to customer support I have realized this company is committing fraud in my opinion. The win ratio is 95% them and 5% the player. When its a game that your hard earned money is given for fake game coins and the game is taking it all in minutes 50% of that time. Doing switch and bait with packages asking you to buy two get 3rd free then after buying the first it resets making you buy it 3x for that free pack. Its all a gimmick and a complete scam. Support is one of the most disrespectful support teams Ive ever encountered. I have requested a refund for all of my money back but I am certain it will go unanswered and if answered it will be a generalized response with never answering my complaints and zero resolution its either that or rude, & dismissive again still never resolving my complaints and down right telling me if I ask about my hard earned money again I will be ignored lol. The nerve! I wanted a copy of any/all my purchases as well as a complete audit of gameplay and chips/packages/prizes paid out and that was the response. They said it was paid and if I reached out again about it I would be ignored. Mind you this was only my second time reaching out about it. The first was my initial complaint and the next was my response to their completely dismissing a very loyal customer who has spent far more than they ever should have on a game that has zero respect for its players that are making the game thrive. Ive read reviews and 90% of players all state the same exact experiences

  Business Response

  Date: 07/04/2024

  Our company is concerned to see this review and appreciates this consumers outreach and the screenshots supplied. We have reviewed the tickets which have been submitted to our Customer Support team along with a separate review of her gameplay as reflected on our servers.  Regarding the purchase for $9.99 shared as an example, we confirmed that the amount of 1 billion chips was added and credited to her overall total at the time of purchase, not 730 million.  The 1 billion chips were the correct amount of chips to be purchased in that instance.  This review of her gameplay also included multiple previous purchases and prizes awarded over the last month inclusive of the Prize Chase.  There is no indication from this review that any purchases failed to credit the correct amount of chips or that awards are still outstanding to this account for collection.  On June 2nd, our Customer Support representative did clarify changes to the Prize Path feature including the resetting of Daily Challenges at a certain time, a 24-hour window to complete all 4 Daily Challenges, and other information specific to successful collection including the importance of claiming Prize Chase prizes prior to either moving on or to the expiration of the Prize Chase.  This appears to be what occurred with unsuccessful prize collection in that reported instance.  Regarding game functionality, our game apps are all free-to-play, meet all platform policies, are not by definition considered online gambling, do not require chip purchasing, and abide by all federal and state laws in the areas where they are applicable. Our game apps also utilize a random number generator along with a complex mathematical model to ensure that a random result is delivered with each player action. This has been tested regularly to ensure that there is no difference regardless of the players participating, their level, chip balance, amount wagered, or prior results. This also helps us to ensure fairness and maintain an alignment with the win/loss outcomes offered when playing on real-world machines.  Purchase offers are also examined regularly to ensure players are receiving what is advertised.  We are certainly concerned about the level of service in this instance as we do want to make sure the questions of our players are being fully addressed and do not want to be dismissive or non-responsive if there is disagreement on the outcomes of our research.  Based on the review of the ticket correspondence associated with this account, we will implement learnings from this experience.  Regarding her desired settlement, the consumer does have a right to know the personal data and other supplementary information our company holds specific to their account.  Requests of this nature are handled exclusively through a separate system called OneTrust and must be formally requested by the consumer through completion of the form accessible via the following link:  **************************************************************************************************************************; This link was also shared by our Customer Support team on June 25th in reference to potential account deletion the day after initiation of this complaint, in response to concerns in Ticket #*******.  If a refund is still being requested, we do advise the consumer to contact their purchasing platform directly as we do not handle any monetary transactions.  They will be able to either approve or deny requests based on their policies, but our company will not override their final decision.  We do hope this addresses the concerns noted in this complaint and hope the consumer will continue to play our games and have an improved playing and service experience moving forward. 
  

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been playing with this company for 5 years now and have had multiple issues in the past with suspected fraudulent games but was never able to prove it. They advertise as a "free casino" but many people pay for coins and I'm one of them therefore it is no longer "free" recently there was a month long challenge which I spent over ******** to complete (again I'm ok with this) then on the last 4 days there was a "special challenge" which was including the other challenge. I again made 2 purchases to complete the challenge. I was supposed to receive ***** free spins and received only 3. I have sent countless messages to support and emails to playstudios only to be ignored. As a paying customer of 5 years I deserve what I paid for and won! I deserve a bit of respect as a player and customer. I received neither. I either want my 1500 spins or the money I spent for that months long challenge refunded.I have screenshots of the challenge I question

  Business Response

  Date: 06/12/2024

  Our company greatly appreciates this players outreach regarding the recent POP! Slots game challenge along with the supporting screenshots he shared.  Our game developers reviewed these screenshots and his gameplay as reflected on our servers.  As a result, we were able to verify that he only received 3 Super Spins and not the total of ***** which were intended.  On Monday, June 10th, the difference of ***** Super Spins were delivered directly to his game account and were verified as collected by the player at 2:01 PM **************** Time.  Our *************************** also followed up with the player yesterday, June 11th, in response to one of his open tickets to our Customer Support team (#******** to confirm the status of this issue.  This includes the delivery of the spins which were outstanding and an additional chip bonus as appreciation for his support of our games and to also help make for both the initial failure to deliver the spins in their entirety and the service delay in response and resolution of this issue.  We believe the delivery of the total ***** spins does fulfill the desired settlement for this issue.  If this player has any other game and reward related inquiries, we hope he will continue to reach out to our Customer Support team for guidance and assistance.

  Customer Answer

  Date: 06/12/2024

  I'm angry that Playstudios did not address the ******** that I spent during this challenge which ended 3 weeks ago. The ***** spins are way too late for the challenge I made all of those purchases for.

  I believe they should do more and should have responded to my support messages and complaints way before this complaint. That is half of my problem. They ignored me until obviously they received this complaint! Which really irks me as I've stated that I had spent 1800 during that challenge and didn't get to complete it!!

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21799810
  
  I am rejecting this response because: 

   

  I'm angry that Playstudios did not address the ******** that I spent during this challenge which ended 3 weeks ago. The ***** spins are way too late for the challenge I made all of those purchases for.

  I believe they should do more and should have responded to my support messages and complaints way before this complaint. That is half of my problem. They ignored me until obviously they received this complaint! Which really irks me as I've stated that I had spent 1800 during that challenge and didn't get to complete it!!

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

  Business Response

  Date: 06/18/2024

  Our company greatly appreciates this players response and understand his disappointment in this experience as it did not live up to expectation.  He is a player with substantial spend since the beginning of his account in August of 2019 and inclusive of the last 30 days when this issue occurred.  There was a failure to address his complaint via our Customer Support team in a timely manner and this is something we will certainly focus on moving forward.   Learnings will be applied in both the service received and the technical issue experienced in future iterations, this one specifically resulting in only 3 out of 1,500 Super Spins being delivered on May 30th.  Although the remaining ***** Super Spins were ultimately credited and collected on June 10th, we understand he was unable to use them in the challenge which was intended.  We did also credit his game account on June 10th with an additional bonus of 100 billion chips for this reason as both appreciation for his support of our games and to help make up for the service and technical issues which occurred.  We have reviewed his game account again and have added another substantial chip credit for him to collect when he next logs in to play as he is a valued player.  We truly hope he will have confidence in our games and service team following this experience and that he will reach out to our Customer Support team with any other game and reward related inquiries should they arise.

  Customer Answer

  Date: 06/18/2024

   
  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.
  Thank you so much and I'm sorry that it had to get this far.

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

• Initial Complaint

  Date:05/31/2024

  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.

  I redeemed an award for tickets to a ************************* concert for ******* points. Company said they would send them to me by May 17. I never received them and reached out and they said that they would contact the company to make sure I got the tickets. I never received anything from the company and never got any communication back from them when I did not receive the tickets .

  Business Response

  Date: 06/05/2024

  Our company appreciates this players outreach and can confirm that he did purchase a reward for 2 complimentary tickets to the ************************* SUN GOES DOWN concert on May 25th in ********, *********  He did reach out to our Customer Support team initially on May 20th with concern that he was unable to access his tickets via his SeatGeek account.  He was advised on the 21st that our partnership team had followed up and would email all players who completed the ****** form, as originally instructed, on how to access their tickets.  He did reach out again on May 25th, the day of the concert, to advise that he still had not received his tickets and there was no follow up to that Customer Support ticket until the 3rd of June.  We do greatly apologize for the delay in response and resolution to this issue, the lack of expected communication between the 21st and the 25th, and the ultimate failure to deliver his complimentary tickets.  Our *************************** did notify him on June 3rd, in response to his second ticket, that the Loyalty Points used to secure this reward (*******) had been refunded to his game account because of the failure to deliver the expected product.  We believe this fulfills the desired settlement as outlined.  Our company thanks this player for his support of our games, hopes he will continue to enjoy our diverse catalogue of reward offerings, and hopes that he will reach out to our Customer Support team if any other game and reward inquiries arise.

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote to play studios seeking the winners list for their Mar 11 raffle ultimate Paris trip and was told they would not provide the information unless I mailed in a self addressed stamped envelope, which I did so the week of Mar 25. I never received a reply. Play studios has a responsibility to publicize the winners list otherwise how do we know these raffles even happen?

  Business Response

  Date: 05/30/2024

  Our company appreciates the complainants outreach regarding the Ultimate ***** Escape Sweepstakes.  We have reviewed correspondence sent via mail to the address noted in the rules shared at ******************************************************************************** and are unable to locate any received from the name and address associated with this complaint.  As general process, our company does post the name of the winner on social media within 48 hours of the conclusion of any sweepstakes inclusive of the first name and last initial.  The conclusion of this sweepstakes was 9:00 PM PST on Sunday, March 10th and the announcement of the winner was posted on March 13th on our Instagram site, myvipofficial.  We have confirmed it is still posted there for reference.  We believe this fulfills the desired settlement of reporting the sweepstakes winner accordingly.  If the complainant has any other inquiries, we do hope they will reach out to our Customer Support team directly either via the Settings menu in their game app or via web at ********************************************* for further guidance and assistance.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21739104
  
  I am requesting further action from the company. At no point do the terms and conditions ever indicate to raffle registrants that they check on an instagram page or social media for the winner list. Instead, multiple chats with the playstudios team clarified they only provide a winner's list by snailmail. See chat transcript and terms and conditions attached. 

   My request to Play Studios is that they update their terms and conditions to indicate the instagram page address so people can clearly find their answers at the close of each raffle.

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

  Business Response

  Date: 06/10/2024

  Our company appreciates this consumers participation in the Ultimate ***** Escape Sweepstakes last March and their follow up response.  There are a couple of points of action our ******************* team is taking to improve the communication of winners in future Sweepstakes.  One is a page, which is currently in development, for our official website at ***************** where the names of the winners will be posted.  Another point of action, which directly addresses the consumers request, is coordination with our Legal Team regarding updating our Terms and Conditions for future Sweepstakes to include information specific to the posting of winners and the site or sites they will be posted.  We hope these actions, which are in progress, satisfy the consumers concern in this matter.  If they have any other game and reward related inquiries in the future, we hope they will continue to reach out to our Customer Support team for guidance and assistance. 

  Customer Answer

  Date: 06/11/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/15/2024

  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.

  Their games are not paying out properly and anytime I've reached out to support they have ignored my requests. Then suspended my support by falsely claiming I made threats which I did not and have the screenshots to prove it.

  Business Response

  Date: 04/25/2024

  Our company has reviewed this complaint.  Based on the screenshots shared by the complainant, we have identified 9 Customer Support tickets submitted from an unauthenticated POP! Slots game account since March 28th of 2024.  An unauthenticated account does not have any player personal information attached, including name and email address, and can only be accessed on one specific device. Although the name and email address of the complainant are not attached to this account nor appear in our system, we believe these tickets are associated with the account in question.  6 out of the 9 tickets submitted to our Customer Support team received live agent response addressing concerns of rigging, bad odds and payouts.  To provide some general insight which was shared with the complainant, our game apps, such as POP! Slots, utilize a random number generator along with a complex mathematical model to ensure that a random result is delivered with each spin and player action. This has been developed and tested regularly so that there is no difference regardless of the player participating, their level, chip balance, amount wagered, or any prior results. This also helps us to ensure fairness and maintain an alignment with the win/loss outcomes offered when playing on real-world machines.  This is the intended functionality of our games and there was no indication from review of the complainants game account of anything different.  Our agents shared this intended functionality of our games as outlined with the complainant and reiterated this information in response to their continued concerns.  Our Customer Support team also added complimentary chips to their account on both the 28th of March and the 4th of April as appreciation for their support of our games through recent purchases and to help ease any frustration experienced with losses incurred during regular gameplay.  The chip amounts issued in both instances were within our established guidelines and were the maximum available for this account.  Our agents also did encourage the complainant to take a break, as noted in the screenshots supplied, if playing our games was resulting in any stress as opposed to enjoyment.  On April 15th in Ticket #*******, the complainant did use profanity and demanded chip compensation, also noted in one of their screenshots.  That ticket received an automated response of Your message has been rejected due to profanity or abusive content.  Following that specific ticket, the complainant opened a new ticket stating No conversation not closed. You have a rigged game and refuse to address it. I provided the proof now compensate me correctly.  Due to the use of profanity and the aggressive tone of Ticket #*******, along with the continued tenor of comments in the follow up ticket, #*******, their game account was temporarily suspended from receiving response and game support.  As a company, we do stand by taking the action of a temporary suspension as there is not a tolerance for comments of this nature.  However, our company will lift this suspension effective immediately under the condition that comments of this nature do not continue.  In regard to the desired resolution, we have verified our games are functioning as intended along with associated payouts and have shared the reason for the temporary suspension of service, which has since been lifted.  We hope this response addresses the complainants concerns and we will be more than happy to continue assisting with any of their other game and reward inquiries should they arise.
  

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21575926
  
  I am rejecting this response because:

  I have a background in game design including the same engines used to make this game so yes there are bugs that are being exploited by the company to push more purchases.

   

  For example you purchase anything and you'll get a slightly increased chance of winning for a short period of time but then you will have the opposite where you lose or get well below the minimum chip bet for a single win.

  This continues till either the person purchases more chips or logs off the game for weeks. I have tested this keeping purchases to lower amounts monitored the win/loss ratios before, during and after.

   Not to mention they never stated the ban was temporary and stated it was due to threats which is fallacy. I have tried to report legitimate issues with their game and recent events only to be ignored even last weekend.

  Rather than openly admit their mistakes they tried to silence me and make false accusations.

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

  Business Response

  Date: 05/09/2024

  Our company appreciates the complainants response and background as shared.  However, we do stand by the intended functionality of our games as outlined in our original response inclusive of game design which is specifically geared to produce random results regardless of the player participating, their status, and their activity.  This is tested regularly to ensure that win/loss outcomes are aligned with what would occur in a real-world scenario.  In regard to the ban from receiving support from our **************** team, the following was stated on April 15th in response to Ticket #*******: Your support account is temporarily suspended due to threats included in your recent messages. Please understand that you will no longer receive support for your games and accounts if these actions continue.  Earlier that same day in Ticket #*******, there was use of profanity and what was qualified as aggressive language.  As an update, we can confirm that support to the consumers game account has been reinstated under the condition that comments of this nature do not continue.  Our **************** management has responded to his most recent ticket submission today and addressed the game related issues reported.  Moving forward, we do hope the consumer will continue to reach out to our Customer Support team directly with any other game inquiries which arise and they will be more than happy to provide assistance.

• Initial Complaint

  Date:04/15/2024

  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 had points at ********* and tried to redeem for a norweigan cruise credit for $750 off. It prompted me to connect to ********* and I did, which then I lost all of my points. I have gone back and forth with PlayStudios support (which is nearly impossible to continue a conversation, as they barely respond, take weeks, etc.). They have been unhelpful. "Oh we have forwarded this to our developers." In the meantime, there has been NO SOLUTION for four months. I've passed the deadline for my cruise--which I worked for six months to earn points for. Every time I have to contact help, it's a different person, they cannot follow up from previous help threads. There is also NO phone number to call, and even finding the link to get help from the helpdesk is difficult. They make it VERY HARD to find anything beyond the automated chat or preset FAQs. It's sketchy. -No solution to the complaint -No help recovering my points, which STILL show up in my app game (Tetris)-Little communication via help desk -No follow up from the developers My points have not been recovered. I've missed out on $750 off my cruise, and i've spent hours and hours playing Tetris--making PlayStudios money via the ads, but no follow through on the promise of points to redeem. So, as far as I'm concerned, it's fraud. (Pictures of my account #, points balances, etc. have been provided multiple times to PlayStudios. I won't post it here due to security purposes).

  Business Response

  Date: 04/24/2024

  Our company greatly appreciates the complainants outreach and truly apologize for any frustration caused by their service experience, especially since the issue with their Loyalty Points was originally reported by them back in February of this year to our Customer Support team without resolution.  When functioning correctly, the over 2 million Loyalty Points accrued by the complainant should have been preserved when their Tetris game app was connected to and authenticated via Facebook.  The technical failure in this instance resulted in only 200 Loyalty Points appearing in their account and, as a result, those were the only points accessible for Reward purchasing.  Our game developers have since reviewed the complainants game account and been able to identify a fix which will adjust their current balance of 200 Loyalty Points to the correct total of 2,012,050.  This fix will be ready and implemented by no later than May 3rd of this year to the complainant and any other impacted users.  We do understand this negatively impacted the ability of the complainant to be able to secure a long-awaited Reward offering and resulted in a disappointing experience.  We hope the implementation of this fix will help restore confidence in our games and Reward offerings moving forward, and that the complainant will be able to purchase another Reward of preference at that time.  We also hope they will reach out to our Customer Support team again should any other game and reward inquiries arise through one of our 2 methods of communication, either directly through the Settings menu in their game app or the web at **************************************************************************; We appreciate their support and patience through the resolution of this issue and look forward to continue assisting with their other inquiries.

• Initial Complaint

  Date:03/21/2024

  Type:Delivery 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 issue is that I have not received information regarding the vacation package that I was notified of winning via the *** Slots Live app. The Game Day sweepstakes (link below) was over a month ago (2/11-2/13) and since I was notified of winning after the sweepstakes closed, I have not received the email confirmation containing package information for ************ stay, F&B credit, airfare credit, ******************* to "O" as the initial winning notification stated. I have abided by the terms and conditions of the sweepstakes and responded to the winner selection via the application in which this is what I find odd as I have not received any other correspondence about the sweepstakes/prize despite my account information being accurate. In addition I have reached out to customer support about this issue and have been told that it can take a few extra days to receive the prize, however, days have now turned into weeks and I have not received any additional details.*****************************************************************

  Business Response

  Date: 03/29/2024

  Our company appreciates the complainant for their outreach and can confirm that he is indeed a winner of the Game Day Sweepstakes offered in the *** Slots Live game app which ran from February 11th to the 13th.  We completely understand his concern during his attempts to follow up on the status of his prize with our Customer Support team over the last month and a half and truly apologize for the delay in executing next steps.  The email address we have on file for his game account is *********************** and, on Wednesday, March 27th, an email was sent to that address.  Our team is currently awaiting his response to that email.  If possible, we ask that he confirm receipt of the March 27th email either via response to this complaint or to one of his 2 current open tickets with our Customer Support team.  If the email address of *********************** is incorrect, we also request the correct address supplied through either method as well.  We hope to hear back from the complainant as soon as possible and offer our sincere congratulations on his prize!

• Initial Complaint

  Date:03/18/2024

  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.

  They refuse to let me withdraw legitimate winnings. It says the money was taken by a managers withdraw

  Business Response

  Date: 03/22/2024

  Our company has reviewed this complaint and are unable to locate a game account associated with the name and email address of the complainant. We are also unable to locate any ticketing correspondence with our Customer Support team.  In order to assist and provide guidance, we request specific detail including the game app being played, the date and time the issue occurred, the complainants game Support Code so we can locate their account, and any supporting documentation inclusive of purchase receipts and screenshots from the game itself.  Our game apps are not by definition considered online gambling as players do not win money so additional clarification from the complainant is needed.  We look forward to hearing back from them either via response to this complaint or via a ticket submission to our Customer Support team which can be initiated through the Settings menu of their game app or web at ***************************************************;

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21447849
  
  I am rejecting this response because: Slots of Vegas does in fact know who I am. Username n8pjgz4w92. Email address ********************. manager withdrew my winnings on 3/15/2024 at 15:08pm as evidenced by the attached screenshotthe manager withdrew my winnings 3/15/2024 at 15:08 pm as evidenced by the attached screen shot
  
  Sincerely,
  
  ***************

  Business Response

  Date: 03/29/2024

  Our company appreciates this complainants response and the attachment provided.  As point of clarification, our company, PLAYSTUDIOS, is not affiliated with Slots of Vegas.  Our game apps include myVEGAS Slots, my KONAMI Slots, POP! Slots, MGM Slots Live, and Tetris. among others.  Slots of Vegas is not among them.  We hope this information is helpful and can be used to direct the complainant to the correct company, Slots of Vegas, for assistance and guidance regarding their issue.

• Initial Complaint

  Date:02/23/2024

  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.

  On February 16 I have purchased in app chip bundle for $99.99 , the bundle includes ************** chips, 2 ******* packs , 16 free spin at *********** chip on sizzling hearts game , after purchase the app ask if I want to purchase to multiply my chip bundle I choose no and I never received any of what I paid for , I have contacted my vip host , support and still today no one responded to me , my host send massage in game app said she sent me email but I never received it , I have attached screenshot of my recipes, my screenshot after purchase to proof that I haven't get chip , my silver packs did not get delivered also never received free spin , until today I have not play the game to proof that the game stole my money

  Business Response

  Date: 03/01/2024

  Our company greatly appreciates this consumer for their outreach regarding a purchasing issue in my KONAMI Slots.  Between February 16th, the date of the purchase in question, and February 28th, we are aware of 3 ticket submissions to our Customer Support team and specific email correspondence with their designated Host.  We have since verified directly with our team of developers that there was indeed an issue with the processing of the purchase the consumer has shared.  On February 28th, our game developers credited a total of ************** chips, 2 silver packs and 16 free spins at *********** chips on the Sizzling Hearts game directly to the players game account.  This is the full delivery of the purchased items and fulfills the desired resolution sought in this complaint.  As a company, we do truly apologize for this error, any service delays which occurred following the initial report, and any resulting frustration.  We appreciate the consumers ongoing support of our games and if they have any other questions or concerns regarding this issue or any new inquiries regarding our game apps and reward offerings, we hope they will continue to contact their Host directly for expedient guidance and assistance.