Business Profile

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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

57 total complaints in the last 3 years.
21 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:01/17/2024
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 purchased the premium prize path, which at the time of purchase had a grand prize of over 4bil chips. Then, just before I completed the prize path, and AFTER I HAD ALREADY PURCHASED IT, they suddenly dropped the chip reward to only 1.9bil. I MADE THIS PURCHASE WITH THE GUARANTEE OF OVER 4BIL CHIPS, AND THEN THEY LOWERED IT AFTER I MADE THE PURCHASE!! I wrote in to their support about it. It took a WEEK to get a response, and I am VIP level 5 which is supposed to come with priority support that claims my support tickets will go to the top of the queue. And when they DID finally reply it is clear they didnt even bother to read my message and what the issue was, their reply said *** reviewed your play history and according to our records, all of your prizes are accounted for, including your final chest prize and premium chest prize of *********** chips and ************* chips. I apologize for any confusion and I'm happy to see that nothing is missing. YES THAT IS THE WHOLE POINT, YOU ONLY GAVE ME 1.9 BIL INSTEAD OF THE OVER 4BIL I WAS PROMISED WHEN I MADE THE PURCHASE.
Business Response
Date: 01/26/2024
Our company greatly appreciates this consumers outreach regarding a specific payout concern. To provide some insight, the consumer submitted a ticket to our Customer Support team on January 10th of **** which did not receive response from a live agent until January 16th. We truly apologize for the extreme delay in response as this fell short of the appropriate service response time and expectation for a player at their myVIP Tier level. We have reviewed the reported payout issue and are unable to verify their claim of an advertised expected prize of over 4 billion chips which then dropped to 1.9 billion chips. Although the agent did not communicate the inability to verify the expected amount of the prize, they did apologize for any confusion as noted by the consumer and confirmed the successful awarding of the final chest prize of *********** chips and the premium chest prize of ************* chips. In that same ticket, the agent also added 2.5 billion complimentary chips which were intended to make up the difference as appreciation for the consumers support of our games. We again apologize as this differential was not clearly communicated in the ticket response. Although we can confirm a total of ************* chips were ultimately credited to the consumer, exceeding the 4 billion chip expectation, we have made an exception based on their ongoing patronage and added an extra credit of 5 billion chips to the consumers POP! Slots game app today to collect when they next log in to play. We believe the crediting of this amount fulfills and exceeds the desired settlement of the full reward as this is ultimately a total of ************* chips which have been awarded specific to this complaint. If the consumer has any other game and reward related inquiries as well, we hope they will continue to reach out to our Customer Support team for ongoing guidance and assistance.
Initial Complaint
Date:01/16/2024
Type:Billing 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 has made unauthorized charges to my account and keeps charging me without my consent and Im not getting anything out of it. Im homeless and trying to get a place to live so I find it especially frustrating that Im experiencing this kind of fraud. Its incredibly frustrating for a homeless pregnant woman to experience this unfairness when just wanting to play a relaxing game. I didnt sign up to be stolen from.
Business Response
Date: 01/24/2024

Our company greatly appreciates this consumers outreach and truly empathize with the struggles they have shared in this complaint. Our games are purely intended for enjoyment and not to create any hardship or frustration for our players. We have taken the opportunity to review this complaint and see that the complainant initially contacted our Customer Support team with a refund request on January 3rd of **** via Ticket #*******. They were correctly advised of the refund process and directed to their purchasing platform. On January 12th of ****, a second ticket was submitted specifically reporting an unauthorized charge of $***** with no purchased content added to their account. We assume this is the same charge reflected on the receipt attached to this complaint and the attached refund request to Apple. In this second ticket, they stated the following:

You charged me an unauthorized charge of ***** and I got no chips, no stickers, nothing. I didnt ask for this or authorize anything and Im really thinking of taking you to court because this is not the first time.

On January 19th of **** in this same currently open ticket, they also reported an unauthorized $7.99 charge to their account and provided a receipt showing this particular charge as pending. To provide clarification, our company does not handle any monetary transactions, execute any unauthorized charges on an account, and does not have any access to our players billing information. In order to request a refund, players must contact their purchasing platform directly as the platform holds that specific information in their records. Their purchasing platform will be able to either approve or deny refund requests based on their policies and our company will not override the final decision on such requests. The following are links shared with the complainant in their first ticket to our Customer Support team specifically addressing the process for requesting a refund:

Apple: ?
****************************************

Google:
****************************************************?

If unauthorized purchases are being made to the complainants account, we strongly advise that it is possible another person had access to their playing device, billing information, or ***************** or Apple account. We are sharing links for guidance to the complainant specific to providing extra security to a players account and how to re-establish security. If their ******** account was compromised, we recommend changing their password immediately by following the instructions below:

********?:
******************************************************
************************************

If someone possibly had access to their playing device, we recommend increasing their device's security settings by instating a lock screen and password through these additional instructions:

Apple:
****************************************

Android:?
*******************************************************??

Although our company is unable to make a billing adjustment as per the desired resolution, we do hope the information supplied in our response is useful to the complainant, helps address any security concerns, and directs them to the appropriate channels for refund requests to be initiated or which are outstanding.
Initial Complaint
Date:11/13/2023
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 updated their system and logged me out of my account. When I log back in it i not my account and with my correct rewrads. I have spent thousands over the years and have over 3.4M in Rewards to be used and the system will not allow me to login to the correct account. I lost everything and they are not responding to multiple and multiple attempts, emails, tickets etc...
Business Response
Date: 11/21/2023
Our company greatly appreciates this consumers outreach and hope to be able to guide them toward the recovery of their account. We also apologize profusely as we are aware of 10 ticket submissions from the consumer since July of 2023 referencing this issue, only 3 of which received response and 2 of those providing troubleshooting solutions. We understand their frustration and again apologize for these oversights and any associated frustration. To provide some detail, we have checked into this account issue and cannot identify an update to our game apps which would have impacted the ability to log in correctly. However, we have confirmed the existence of 2 PLAYSTUDIOS accounts belonging to this consumer which have been authenticated through 2 different ******** accounts. As insight, authentication via ******** or Apple allows our players to fully utilize our game apps, redeem rewards, and access their preferred account via different devices. One account, the one which has not been accessible and the consumer wishes to recover, was created on February 4th of ************************* on September 16th of this year. The second account was created on May 10th of ************************* on October 4th of this year. That second account is authenticated to a ******** account under the exact name and email address of the consumer, unlike the original account. In order to retrieve access to the intended game account, which was created in 2016, we recommend the following troubleshooting steps:

1.     Make sure their PLAYSTUDIOS game apps (myVEGAS, myKONAMI, myVEGAS Bingo, myVEGAS Blackjack, MGM Slots Live, POP! SLOTS) are not blocked on ********. Settings can be viewed by going to the following link: *********************************************
2.     Make sure their default browser can accept cookies.
3.     Sign out of ******** in our game app if logged in.
4.     If they have the ******** app, sign out of that as well.
5.     Sign out of ******** in the mobile browser on their device.
6.     Open our game app and use the ******** icon to sign in again.
7.     Login with the correct ******** account.

If these steps fail to work and the consumer is still unable to log in with the correct ******** account, including if the account was hacked, locked, or deleted, we strongly advise contacting ******** directly. They can assist with logging in with the correct credentials and recovering the consumers ******** account. Their help center is located at *****************************.

We hope the information supplied is helpful in recovering the consumers intended account and enjoying the benefits of our games again. Although there was oversight previously in our correspondence as acknowledged, we do hope they will reach out to our Customer Support team again if any other assistance or guidance is needed.
Customer Answer
Date: 11/21/2023

Complaint: 20860139

I am rejecting this response because:
i have followed the steps over and over and this is not resolved. ******** explained its on their end and not theirs. I need this fixed as I have lost thousands.

Sincerely,

***************************
Business Response
Date: 12/01/2023
Our company is sorry to hear that the complainant has not recovered their account through the troubleshooting steps provided. To expand on what was shared in our original response, authentication of our game apps to either ******** or Apple not only allows our players to fully utilize our game apps inclusive of reward purchasing and redemption, but also is the sole method of preserving associated game play and data. Therefore, a game account can only be retrieved if a player connects their app through the original method of authentication. If there is any problem with the method of authentication, including security issues, blocking or deletion, that can impede successful connection and must be addressed and resolved through ******** or Apple and in accordance with their Terms of Service. We do understand this is disappointing but must reiterate that correct authentication is the only method of account recovery. We do stand by the troubleshooting steps and advisements shared and hope the complainant will have success with this information in their efforts to recover their account.
Initial Complaint
Date:10/11/2023
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 pen this communication with profound dissatisfaction and immense disappointment regarding your handling of an issue I'm currently facing with my Pop Slots account. My name is **********************, and my registered email address with Pop Slots is ********************** I've been a loyal player for an extensive duration, having amassed over 2 million reward points, a testament to my dedication and financial investment in your game. The gravest concern I have stems from a hacking incident involving my ******** account, which is inextricably linked to my Pop Slots profile. Despite the severity of the situation, your support has been nothing short of atrocious, delivering robotic responses that do nothing to assist me in my time of need.Failure to rectify this matter would not only leave a dedicated player bereft of access but would also demonstrate a callous disregard for the well-being of your customers. Furthermore, it has come to my attention that Pop Slots forces players to link their accounts to either ******** or Apple, creating a glaring vulnerability. This practice, along with your subpar support, amounts to nothing short of a money-grabbing scheme. It's clear that you value profit over player satisfaction and security. I also bring to light the fact that your company pays for a 4.8-star review, which speaks volumes about the authenticity of your app's ratings. It's apparent that Pop Slots is willing to engage in deceptive practices to maintain its image. In conclusion, I'm considering organizing a class-action lawsuit against Pop Slots to shed light on your unethical practices and hold you accountable for the harm you've caused to numerous players, including myself. This is a warning to Pop Slots and a call to action for fellow aggrieved players let's stand up against this injustice and demand the service and support we deserve. Sincerely, **********************
Business Response
Date: 10/20/2023
Our company has reviewed the consumers complaint in its entirety. We have confirmed that he reached out to our Customer Support team via our ticketing system with 6 submissions beginning on October 9th of this year. 3 out of the 6 tickets received response from our Customer Support team with accurate information provided regarding the issue as reported. We do truly apologize for the oversight in response to his other 3 tickets as that was not intended and certainly apologize for any lack of sensitivity in our handling as we do understand the frustration which comes from hacking incidents and the impact on the confidence in a players gaming experience. We have identified 2 game accounts connected to this consumer, one of which appears to be referenced in this complaint, was created in May of 2019, and currently has over 2 million Loyalty Points accrued along with a spend history. There is ultimately only one way to retrieve his game account and that is through connection to the ******** account used to originally authenticate his PLAYSTUDIOS game account. Any new account created after the fact will start his game progress over from the beginning. Our company is transparent about the subject of authentication, which is addressed in our Terms of Service at *********************************************, specifically in the sections titled Eligibility and Account Information. If a ******** account was compromised because someone was able to access the one used to authenticate, we direct players to the following link for assistance in restoring their ******** account security:

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

If someone possibly had access to a players device, we also recommend increasing the playing device's security settings by instating a lock screen and password by following the instructions at either of these links:

Apple:
****************************************?

Android:?
*******************************************************

Based on comments in this complaint, our company would like to clarify that our game apps are all free-to-play, abide by all federal and state laws in the areas where they are applicable, and specifically do not engage in practices such as payment to consumers for better app store reviews or ratings. In regard to the consumers desired settlement, account recovery is only possible by connecting to the ******** account used to originally authenticate his PLAYSTUDIOS account. We are unable to manually recreate his account or transfer data, including any accrued Loyalty Points, other currencies and game progress, or provide additional rewards and bonuses as compensation. We have shared links in our response which provide information which will allow him to restore the security of his ******** account, secure his device as well, and ultimately regain access to his PLAYSTUDIOS game account. As a company, we are appreciative of his comments regarding game authentication and security measures and will continue to explore viable alternatives to the options which already exist. In addition, we are appreciative of feedback regarding the customer service provided to our players and will focus on opportunities to improve our delivery, response time, and personalization as warranted. We do hope the complainant is able to resolve the security issue specific to his ******** account and can then regain access to the game account he has used and enjoyed. If he has any other game and reward related inquiries, we do hope he will continue to reach out to our Customer Support team for guidance and assistance and have a better experience moving forward.
Customer Answer
Date: 11/07/2023
I never recieved the email to submit my rebuttal/communication back. I don't agree to anything this company says. They are nothing but scams. Please reopen this case and allow for me to see their response, which I haven't even seen yet, please. I will respond to it accordingly. Again if this is my response, I reject any communication made by Play Studios. They NEVER even tried to reach out to me. They are an obvious scam reading the multiple reviews casted upon them online. They could careless about their players/customers. Fraudulent Scams!
Customer Answer
Date: 11/07/2023
OK. I was able to read Play Studios response and I object every stated. They are nothing but criminals with multiple lawsuits against them. They do not care about their players/customers. They do nothing but lie and find excuses to not give ones account back. Their security is lackluster. There in game arrangement is nothing short of bugs and glitches. The events they hold they never do anything to help *********** gain lost items. Again I had over 2.5 million award points saved and now lost because of these criminals. I object/reject any further communication with these criminals.
Business Response
Date: 11/15/2023
Our company has reviewed this consumers message and do stand by our original response to his complaint inclusive of the fact that our apps abide by all federal and state laws in the areas where they are applicable. Our Terms of Service, located at *********************************************, thoroughly address the responsibilities of our users in relation to account authentication and security. In regard to bugs, glitches and event payouts, we definitely want to be aware of any issues and our Customer Support team does assist players by reviewing reports submitted through our ticketing system, researching player accounts, escalating to our Product teams to ensure the issue is resolved, and crediting players any chips or items accordingly if there was a verified loss or failure to credit what was due. We are not aware of any ticket correspondence from this consumer specific to bugs, glitches or events but will be happy to address these concerns if a ticket is submitted to our Customer Support team so we can properly research. As stated in our original response as well, account recovery is only possible by connecting to the ******** account used to originally authenticate his PLAYSTUDIOS account. We are unable to recreate accounts and have shared links in our previous response which provide information which will allow him to restore the security of his ******** account, secure his playing device, and regain access to his PLAYSTUDIOS game account. We hope that, should this consumer continue playing our games and have any other questions, he will reach out to our Customer Support team for additional guidance and assistance.
Customer Answer
Date: 11/16/2023

Complaint: 20725305

I am rejecting this response because: ************ is nothing but a scam. Read the multitude of reviews around the internet. It clearly shows this is nothing but a money grab to them to poor unexpected players. Multiple lawsuits as well have been engaged against them. I reject anything stated from here on. I do not agree with the moral ethics of Play Studios. ************ should be blacklisted from the industry. Resolution would be a firm a swift shut down of Play Studios so they can no longer commit these illegal/unlawful acts. Because we know they will never take responsibility for what they have done/acted/treated to their players.

Sincerely,

*******************
Business Response
Date: 11/27/2023
Our company is concerned to see the complainants response. We would like to reiterate that we offer a free-to-play game experience for all of our players, adhere to platform policies, and also abide by all federal and state laws in the areas where they are applicable. In regard to the desired settlement from his original complaint, account recovery was requested. However, this is only possible if players connect to the ******** or Apple account originally used to authenticate their PLAYSTUDIOS account. We are unable to manually recreate a players game account by using another source of authentication or transferring data from one account to another. This is inclusive of any accrued Loyalty Points and other currencies and game progress. The following information shared previously will allow him to restore the security of his ******** account, secure his device, and ultimately is the only way to regain access to his PLAYSTUDIOS game account.

1. If a ******** account was compromised because someone was able to access the one used to authenticate, we refer players to the following link for assistance in restoring their ******** account security:

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

2. If someone possibly had access to a players device, we also recommend increasing the playing device's security settings by instating a lock screen and password by following the instructions at either of these links:

Apple:
****************************************?

Android:
*******************************************************

We do hope that the complainant is able to retrieve his game account through resolution of the security issues he has experienced and that these steps as offered are helpful to achieving that goal. We again appreciate his request for a review of Account Linking Policies and improved Customer Support and will focus on those initiatives as noted in our previous response. If he is able to recover access to his game account and needs further game and reward assistance, we truly hope he will reach out to our Customer Support team and they will be more than happy to provide guidance.
Customer Answer
Date: 12/12/2023
Once again, never recieved document of needed response.
Again, this company is a scam and I reject any additional comments they have.
Business Response
Date: 12/22/2023
In response to the consumer and as clarification, all responses to this complaint are from PLAYSTUDIOS and have not been generated via automation. Our company is not engaged in fraudulent activities of any nature, inclusive of stolen funds as alleged. To expand on what has been shared previously, our game apps 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 required, and our games abide by all federal and state laws in the areas where they are applicable. As a goal, our company is focused on responding to players who outreach via our ticketing system, thoroughly researching player issues and inquiries, and aim to resolve issues based on the outcome of that research and in accordance with our Terms of Service located at ***************************************************; As insight into this specific complaint, authentication to either ******** or Apple is the only method to utilize our apps to optimal capacity inclusive of purchasing and redeeming rewards and accessing and preserving game play and progress. Since the reporting of this complaint, communications with our company have been reviewed, along with authenticated game accounts associated with the consumer. Account recovery by a player is only possible through connection of the game account in question by using the original method of authentication and is the sole method of resolution in this instance. We are confident that we have provided correct troubleshooting and account recovery steps within our scope and do hope they are helpful to the consumer with retrieval of his game account.
Customer Answer
Date: 01/02/2024

Complaint: 20725305

I am rejecting this response because: ************ is nothing but a scam/scamming their players. Scamming their investors. Multiple lawsuits against them. They are nothing but deceptive liars. Always automated responses. **************** is horrible.

Sincerely,

*******************
Business Response
Date: 01/12/2024
As a company, we would like to again reiterate that we offer a free-to-play game experience for all our players, adhere to all platform policies, and abide by all federal and state laws in the areas where they apply. In reference to the original complaint, please be advised that connection of a players game apps through the original method of authentication, in this case ********* is the only method available for this player to retrieve access to their PLAYSTUDIOS game account inclusive of all game progress, reward access and associated currencies. In the event there was a hacking or security breach involving the complainants ******** account as noted in the original complaint, that must be resolved by the complainant with ******** and in accordance with their company policies. We refer the complainant to the following statement in our PLAYSTUDIOS Terms of Service located at *********************************************:

When you register through your ******** Login, you will be asked to login with your ******** log-in credentials (******** Password) and, if applicable, configure your privacy settings in your ******** account to permit your activities on the Service to be shared with your contacts in your ******** account (as further detailed in our Privacy Notice). By creating an Account via your ******** Login, you are allowing PLAYSTUDIOS to access your ******** account information and you acknowledge and agree that your use of ******** is governed by the terms and conditions of ********s terms of service, data policy and community standards, including, without limitation, ********s password and account security policies (collectively, ******** Policies).
By creating an Account with ********************** through your ******** account, you agree to comply with the ******** Policies and the rules set forth below to protect the security of your Account and ******** Login. For the purposes of these Terms, references to your ******** Login shall include any account and account information, including usernames, passwords or security questions, whether or not created for the purpose of using the Service, that are used to access the Service
We have reviewed our ticketing system and see that there have been no other tickets submitted by the complainant since October 11th of 2023, the date of their initial complaint to the Better Business Bureau. We do believe that we have addressed the concerns of the complainant in the course of our responses inclusive of those related to Customer Support and security along with appreciation for their feedback in these matters. However, we are unable to offer any compensation or take further action in this matter as the game account can only be recovered by the player through authentication using the original method as outlined. We do hope this provides additional clarity involving this game account and how access can again be achieved by the complainant.
Customer Answer
Date: 01/12/2024

Complaint: 20725305

I am rejecting this response because: Playstudios is a scam. All there games are a scam. Horrible customer service. They don't care about the players at all. Automated bot cold shouldered responses.

Sincerely,

*******************
Initial Complaint
Date:10/02/2023
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 discontinued my account.. I have repeatedly asked to have this fixed - I have had zero customer support from them. Ive invested my own money into their product just prior to this happening, *** also had reward points as well. Extremely poor customer support on what should be an easy resolution.
Business Response
Date: 10/12/2023
Our company has taken the opportunity to research this consumers complaint. We have confirmed there have been 5 attempts to contact our Customer Support team via our ticketing system between the dates of September 26th and October 6th. We truly apologize as the tickets never received assistance from a live agent. We have verified that the consumer did formally submit a request to be forgotten through the OneTrust system in reference to a specific game account. In compliance with ************ Protection Legislation (GDPR), the information supplied by the consumer was verified by our Privacy Team and the request was then completed across all game apps authenticated through the Support Code submitted. Once a request to be forgotten is completed, all personal information, game progress and other associated data with the account submitted is permanently deleted and can no longer be retrieved. All correspondence and action for GDPR requests for our company are handled exclusively through the OneTrust system and no other method of communication. Our Privacy Team has confirmed there was no message to cancel this request in One Trust prior to completion of the request although there was a message dated September 26th of 2023 requesting reversal following written notification to the player of completion. We hope this provides clarification into what occurred. We apologize again for the failure to address this issue by a live agent to provide necessary clarification and any resulting frustration from this experience. Although we are unable to reverse the deletion of this consumers account, we hope the consumer will reach out to our Customer Support team for assistance if there are any other game and reward related inquiries.
Initial Complaint
Date:08/07/2023
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 is my third time contacting you. You guys keep telling me how to log in with ******** and change my settings but it's not working. I used to log in with my ******** and when you guys revamped your login system, it erased over 1 million reward points. It's not fair. I've been looking online and I'm not the only one that this has happened to. I want my points back and I need you to help me. My app on my phone shows that I have been playing with you guys over 285 hours. How can I get my Reward Points back? My logins not working. You guys said I can't have multiple accounts, but I did log in with another ******** to see if the points were there. But I've never played under that ********* I've only played under Zo green. Where are my loyalty points? Why won't you help me? Why do you guys keep sending me the same thing on to how to log in when it's not working. How can I get my points back? Help me get my points. They always tell you how to fix it in settings, but it's not working. I have always logged in with my ********* I have spent money with this company and played over ********************************************************************* have lost their Reward Points, over a million. I just want my points back so that I can use them for the hotels and stuff. But they just tell me how to log in but it doesn't work. Why can't they look up history and fix? My sister's points got erased too. Stop putting the blame on us and telling us it's a login issue when you guys did something. Fix it. Give me back my points. I spent money on this as well.
Business Response
Date: 08/17/2023
Our company appreciates this players outreach and are concerned to hear of any frustration she is experiencing. We have confirmed that she has reached to our Customer Support team a total of 4 times since May 23rd of 2023. All 4 tickets were submitted from a ******** authenticated account under the name of Zo Green, which was also created on May 23rd of 2023. All 4 tickets received response with accurate information supplied and guidance regarding how to retrieve the intended account. To provide some insight, our game apps all require ******** or Apple authentication in order to purchase and redeem rewards. The account under the name of ******** does not have a history of reward purchases and was last accessed at the time of creation. We have confirmed there has not been an update to our apps which has impacted the ability for players to properly connect and authenticate. Therefore, in order to retrieve the intended account with 1 million Loyalty Points which is mentioned by the player, she will need to connect her game app to the same ******** account to which that account was authenticated. This is the only method for her to regain access and retrieve game progress inclusive of Loyalty Points accrued. If rewards were purchased and redeemed on that account, then it is also the only valid account for reward purchasing. The following steps, even though shared with her previously, will be helpful in allowing her to regain access to the intended account with the correct Loyalty Point total:

If ******** connected:
      Make sure PLAYSTUDIOS games (myVEGAS, myKONAMI, myVEGAS Bingo, myVEGAS Blackjack, MGM Slots Live, POP! SLOTS) are not blocked on ********. She can view these settings by going to this link: *********************************************
      Make sure her default browser can accept cookies.
      Sign out of ******** in our app if logged in.
      If she has the ******** app, sign out of that as well.
      Sign out of ******** in the mobile browser on her device.
      Open our app and use the ******** icon to sign in again.
      Login with the correct ******** account.

If she is still unable to log in with ********, including if her account was hacked, locked, or deleted, we recommend contacting ******** directly. They can assist her with logging in with the correct credentials and recovering her account. She can reach out via their help center at ******************************.
As a point of clarification, we are unable to transfer game play and progress inclusive of Loyalty Points from one account to another. Therefore, we will be unable to fulfill her desired settlement outside of sharing the steps above and the troubleshooting guidance already supplied by our Customer Support team. We appreciate her understanding in this matter and hope this information is helpful in recovering her intended account. We also refer her to our Terms of Service at *********************************************, specifically the section regarding multiple accounts under General Rules of Conduct and Usage, for additional insight.
Customer Answer
Date: 08/17/2023

Complaint: 20427940

I am rejecting this response because I am using the same account, but my points were erased. I explained this to them. They should be able to look on their end. I'm using same account info. The same thing happen ro my sister. I did everything they asked in the tickets. It won't work. So they should find it. I spent 295 hours and money on these games. My email is the same. Why can't they find account through email?

Sincerely,

***********************************
Business Response
Date: 08/22/2023
Our company has reviewed this players complaint again and must stand by our original response in its entirety. The game account authenticated via ******** under the name of ******** was created on May 23rd of **************************************************************************** our system. There is no history of reward purchases on this account or indication that it has been accessed since the date of creation, along with any indication that Loyalty Points were ever deducted from this account. If she has purchased and redeemed rewards previously, this would have been done under another game account authenticated to a different ******** account, possibly even under another name and email address. The only way to retrieve any other game account along with the associated progress and redemption history would be to connect to that specific ******** account. The troubleshooting steps to allow retrieval of other game accounts have been shared in our original response and via our Customer Support team. Although we do empathize with her frustration and are unable to manually fulfill her desired settlement, we have provided accurate information and troubleshooting steps which should allow her to retrieve the intended account. We appreciate her understanding in this matter and hope that she will reach out to our Customer Support team should any other questions arise.
Initial Complaint
Date:08/02/2023
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 used rewards I had "earned" (really pay for them in order to play their slots) on the myVegas game on Facebookj to pay for a trip with Norwegian Cruise Lines. I used **** credits (worth around 2-3k in real money!!) to pay for a 1 week ******* cruise. Over the almost 10 years I've used MyVegas, if you did not use or book for your trip they would simply (and fairly) return the credits back to your account.. They were never returmed and I was shocked to find that they're new scam is to keep your unused credits!! i've contacted these people and after they refused to give me back my credits they ceased communication through email (of course there is no one to talk to..).They will probably lie and say that they sent some email communication, but none was ever received.It is my hope that you can contact these people and get my **** credits back as well as put a warning out for other members about this despicable practice.Your help will be greatly appreciated *********************** ************ MyVegas number : N6ERDK
Business Response
Date: 08/10/2023
Our company appreciates this players outreach and support of our game apps since 2015 and his use of our reward offerings. We have reviewed his game account and 2 recent ticket interactions with our Customer Support team. One of those interactions received response on June 27th and the second did not. We truly apologize for any oversight and failure to address his concerns with that second interaction. The reward he purchased for a 7-day ****** cruise offered by our partners at Norwegian Cruises did indeed expire as it was not redeemed through our partner, which specifically involves the booking of the cruise reservation. This particular reward is non-refundable as stated in the Terms and Conditions as follows:

This certificate *** not be sold, assigned or transferred, is non-refundable and *** not be redeemed for cash.

As appreciation for his active support of our games and reward offerings over the years, we have been able to approve a one-time only exception in this instance and have refunded the 4 million Loyalty Points he used to originally secure this offering. The returned Loyalty Points are reflected in his current total the next time he logs in to play one of his authenticated PLAYSTUDIOS apps. We do believe this refund satisfies his desired settlement. To provide some insight for future reward purchases, each offering in our games *** have different Terms and Conditions attached which are inclusive of the option of refunding or not refunding Loyalty Points. We do request that this is taken into consideration with any future purchases as this specific settlement is a one-time exception. If he has any other game and reward related inquiries, we do hope he will continue to reach out to our Customer Support team for guidance and assistance.
Customer Answer
Date: 08/10/2023

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.
- even though they still cheated me out of 1 million points
Sincerely,

***********************
Initial Complaint
Date:07/31/2023
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 used there app pop! slots for years and I've accumulated exactly *********** points. I could use these points to purchase any perks on this platform. I haven't used my app in a while and was planning a trip and remembered that I saved them. I attempted to use my points and was met with a notice stating that my account was restricted from using my points. I then contacted the support and was met with a response that I had violated a rule and therefore my account will not be restored. I did not violate any of there rules and at one point my ******** was temporarily hacked which I already resolved with ********. When I told them this they still said that I did it and that my punishment will stand and that they have proof. I told them that I refuse to be punished for something I did not do and that I demand to see the proof that they previously stated they had. Once I asked for the proof they cut off all communication and refuse to show me this proof they proclaim to have. I am being scammed out of my hard earned points and they are using underhanded tactics to do it. I provide images of conversations and my account. As well as my account number in the images below. I would like my account restored and my name cleared because I do not nor have I ever shared my app information with anyone. Also in ****************************************************************************************************** the pandemic I had no plans to nor the means to go to *****.
Business Response
Date: 08/07/2023
Our company has taken the opportunity to review the messages and screenshots attached to this complaint. The Support Code noted in the screenshot, 6DD64R, was created on May 28th of 2021. Since that time, multiple users have linked their game apps to this Support Code and purchased and redeemed rewards. Once this activity was identified, the game account under Support Code 6DD64R was permanently blocked from the ability to purchase and redeem rewards. In addition, we have verified that the name and email address associated with this complaint is not the same name and email address of the user authenticated via ******** to this account. Our *************************** has shared, as noted in the screenshots, a brief overview of this violation of our Terms of Service, the outcome (permanent blocking of the account), and troubleshooting steps to ensure account security in the future. In addition, another ticket was submitted from this game account on August 1st with response on the same day from our ***************************. The following was shared:

If you would like to know the information specific to your account which our company holds, please be aware that there is an option available. In order to ensure that we are complying with data privacy laws, we are processing all data requests of this nature exclusively through a separate system. You may formally submit your request to know the information our company holds regarding your account by utilizing the following link (********************************************************************************************************************) and completing the form.

The process outlined in this quote will allow the verified user of the account, in accordance with GDPR compliance, the right to access and receive a copy of their personal data, and other supplementary information. As a company, we stand by our research into this situation and decision to permanently block the ability to purchase and redeem rewards from this account as a result of this confirmed violation of our Terms of Service, which are located at *********************************************, for further reference.
Customer Answer
Date: 08/21/2023
This company is still choosing to besmirch my name . I did not violate there terms and agreement and what worse is that they will not show the proof of said violation. I know they are telling falsehoods because my account has been open since way before 2021 and I didn't redeem anything in 2021 because we were still dealing with the pandemic, moving because we couldn't afford our home any more, and both me and my husband were in and out of the hospital. I have proof that I didn't do what they said and for me this is about them claiming that I lied and not trying to fix the problem but rather stick with a decision that bears no merit whatsoever.
Business Response
Date: 08/24/2023
Our company has taken the opportunity to review the game account in question once again. We have verified that the name and email address authenticated to this account is not the same as the name and email address of the complainant. For this reason, we stand by our previous response in its entirety, including sharing the method for how the complainant can formally request the information our company holds regarding this account.
Customer Answer
Date: 08/24/2023
They keep failing to not tell me the name and email. I have two names my married name and maiden name . I also have more than one email. This could be a mix up. I strongly feel this is an error on their part.
Customer Answer
Date: 08/28/2023

Complaint: 20399992

I am rejecting this response because:They keep failing to not tell me the name and email. I have two names my married name and maiden name . I also have more than one email. This could be a mix up. I strongly feel this is an error on their part.

Sincerely,

Ta *******************
Business Response
Date: 08/28/2023
Our company appreciates the complainants response. However, we are unable to share the current name and email address authenticated to the PLAYSTUDIOS game account ************* Code 6DD64R in this forum. The complainant does have the right to access and receive a copy of personal data as held by our company and other supplementary information. This information can only be shared with her directly following the submission and verification of a formal request via completion of the form located at this link - ********************************************************************************************************************. This process ensures that our company is in compliance with data privacy laws. We greatly appreciate her understanding in this matter and the sensitivity of this process.
Customer Answer
Date: 08/29/2023
I have sent the request but there is still the matter of this account. In previous messages you stated that this account was created in 2021 which I've told you I've had this account way longer than that and I have attached the proof of that. Also I have every email from this company from 2017 up to now I've never deleted them. I did not receive an email conformation in regards to a redemption on my account which I should have.
Customer Answer
Date: 08/30/2023

Complaint: 20399992

I am rejecting this response because:I have sent the request but there is still the matter of this account. In previous messages you stated that this account was created in 2021 which I've told you I've had this account way longer than that and I have attached the proof of that. Also I have every email from this company from 2017 up to now I've never deleted them. I did not receive an email conformation in regards to a redemption on my account which I should have.

Sincerely,

Ta *******************
Business Response
Date: 08/31/2023
We appreciate the complainants latest response and thank her for submitting her formal request to know the information held by our company regarding the requested game account. All submissions are verified by our Privacy Team and will be followed up by them directly through the OneTrust system. As clarification and follow up, the game account under Support Code 6DD64R, which is shared in the screenshots originally sent with this complaint, is in direct violation of our Terms of Service. There have been multiple users with different names and email addresses who have purchased and redeemed rewards on this specific account since its creation in 2021. In reference to the screenshot from the Settings menu supplied with this complaint, including game Support Code and User ID, please be aware that another name and email address is currently authenticated. This is a different name and email address than was authenticated the date of the BBB submission on July 31st and neither matches the complainant. All screenshots supplied by the complainant are from the Support Code in violation of our Terms of Service with the exception of the 2 supplied most recently on the 29th of August. We have confirmed that email address, *********************** is attached to another game account with a different Support Code which was created in 2014, has a history of reward purchases and redemptions, and was last accessed on July 23rd of 2023. In order to retrieve this second game account and all of the associated game progress, she will need to authenticate through the same ******** account originally used to authenticate that account, not the one used to connect to Support Code 6DD64R. The following troubleshooting steps should allow her to access this second account:

1.     Make sure PLAYSTUDIOS games (myVEGAS, my KONAMI, MGM Slots Live, POP! Slots) are not blocked on ********. She can view these settings by going to this link: *********************************************
2.     Verify her default browser can accept cookies.
3.     Sign out of ******** in her game app if logged in.
4.     If she has the ******** app, sign out of that as well.
5.     Sign out of ******** in the mobile browser on her device.
6.     Open her game app and use the ******** icon to sign in again.
7.     Login with the correct ******** account.

If she is still unable to log in with ********, including if her account was hacked, locked, or deleted, we recommend contacting ******** directly. They can assist her in logging in with the correct credentials and recovering her account. She can reach out via their help center at ******************************.

We do hope this provides additional clarification and insight and that the troubleshooting steps supplied allow her to access her second account and recover that game progress.
Customer Answer
Date: 08/31/2023
I have already checked my ******** but from what you are telling me is that the other name doesn't match my maiden name, nor my married name then for sure I must of been hacked without my knowledge because I purposely saved up my points for trips like for example my sister's wedding earlier this month. which I couldn't use my hard earned points for and enjoy being in Vegas because I was accused of violating the rules of conduct on my account. I didn't violate this rule but someone did and it was not me. Is it possible to help me create a new account and still keep my hard earned points
Customer Answer
Date: 08/31/2023

Complaint: 20399992

I am rejecting this response because:I have already checked my ******** but from what you are telling me is that the other name doesn't match my maiden name, nor my married name then for sure I must of been hacked without my knowledge because I purposely saved up my points for trips like for example my sister's wedding earlier this month. which I couldn't use my hard earned points for and enjoy being in Vegas because I was accused of violating the rules of conduct on my account. I didn't violate this rule but someone did and it was not me. Is it possible to help me create a new account and still keep my hard earned points

Sincerely,

Ta *******************
Business Response
Date: 09/07/2023
Our company has reviewed the complainants follow up responses. The game Support Code originally supplied with this complaint is currently authenticated by a user whose name and email address does not match the complainant. That game Support Code, 6DD64R, was created in 2021 and has had a history of multiple users purchasing and redeeming rewards. Since this is a direct violation of our Terms of Service, that account was permanently blocked from the ability to purchase and redeem rewards. The decision for that account will not be reversed.

As shared in our last response, the email address of the complainant, *********************** is attached to another game account with a different Support Code which was created in 2014, has a history of reward purchases and redemptions, and was last accessed on August 31st of 2023, the date of her last response to this complaint. This particular account can be retrieved again as long as the complainant connects to the same ******** account originally used to authenticate that account, not the one used to connect to Support Code 6DD64R. We refer the complainant again to the following troubleshooting steps which should allow her to access this second account:

1.     Make sure PLAYSTUDIOS games (myVEGAS, my KONAMI, MGM Slots Live, POP! Slots) are not blocked on ********. She can view these settings by going to this link: *********************************************
2.     Verify her default browser can accept cookies.
3.     Sign out of ******** in her game app if logged in.
4.     If she has the ******** app, sign out of that as well.
5.     Sign out of ******** in the mobile browser on her device.
6.     Open her game app and use the ******** icon to sign in again.
7.     Login with the correct ******** account.

If the complainants ******** account was compromised at any time, we also strongly recommend following the link below to restore her account security:

********:
************************************

If there is a possibility that someone other than the complainant had access to her device, we would also recommend increasing device security settings by instating a lock screen and password by following these instructions:

Apple:
****************************************?

Android:?
*******************************************************

To provide insight, our company is unable to create a new account for the complainant as we do not transfer game data or progress from one account to another. We have supplied the troubleshooting steps which should allow her to access the account connected with her email address and also additional information to prevent hacking and address security concerns. We truly hope this information has been helpful and provides resolution to this complaint.
Customer Answer
Date: 09/07/2023
As said before I did not nor did I allow anyone to violate the terms of agreement to this this nor any account. If you have to close this account so be it but I would like a new account with all of my hard earned points. I refuse to be punished for something I didn't do.
Customer Answer
Date: 09/08/2023

Complaint: 20399992

I am rejecting this response because:As said before I did not nor did I allow anyone to violate the terms of agreement to this this nor any account. If you have to close this account so be it but I would like a new account with all of my hard earned points. I refuse to be punished for something I didn't do.

Sincerely,

Ta *******************
Business Response
Date: 09/21/2023
Our company has reviewed this complaint again to ensure that all attempts to resolve have been addressed. As stated previously, the game Support Code originally supplied with this complaint via screenshot, 6DD64R, was created in 2021 and has had a verified history of multiple users purchasing and redeeming rewards. This account is also currently authenticated by a user whose name and email address does not match the complainant. Since these actions are a direct violation of our Terms of Service as outlined via the link *********************************************, that account was permanently blocked from the ability to purchase and redeem rewards and the decision for that account will not be reversed. The complainant does have an account directly authenticated through ******** as identified by our company via the email address supplied with this complaint. This other account was created in April of 2014 and the myVEGAS Classic app authenticated to this account was last accessed on August 31st of 2023. This is exactly one month after this complaint was first filed. To provide clarification, this specific account is not blocked as there is no confirmed violation of our Terms of Service on this account and all game play and Loyalty Points accrued therefore remain intact. This other account is available for game play and reward purchasing and redemption by the complainant as long as they connect to the complainants correct ******** account used to last access on August 31st of 2023. As stated previously, our company is unable to create a new account for the complainant as we do not transfer game data or progress from one account to another. Since this account is available for the complainant to access and all troubleshooting steps and insight into hacking prevention and account security have been provided, our company believes we have fully addressed this complaint and provided resolution in accordance with our Terms of Service. If any further assistance is needed, we hope the complainant will reach out to our Customer Support team via the Settings menu in their game app directly for additional guidance.
Customer Answer
Date: 09/22/2023
Is the Name on their just Ta, ********, ******, Jolly, or *********? This is not Answering what I am asking. I am saying through no fault of my own my account has apparently been hacked. I'm asking you to fix this problem by creating a new account so I can keep my hard earned points, because it is not fair for me to be punished for the actions of others.
Customer Answer
Date: 09/22/2023

Complaint: 20399992

I am rejecting this response because:Is the Name on their just Ta, ********, ******, Jolly, or *********? This is not Answering what I am asking. I am saying through no fault of my own my account has apparently been hacked. I'm asking you to fix this problem by creating a new account so I can keep my hard earned points, because it is not fair for me to be punished for the actions of others.

Sincerely,

Ta *******************
Business Response
Date: 09/27/2023
Our company appreciates the complainants remaining questions. To ensure that we are complying with data privacy laws, all requests to know the data held by our company in reference to any account, which includes sharing the name of the authenticated user, are exclusively processed through a separate system. This information is not released through any other form of correspondence. If they havent already, the complainant may submit an official request to know by utilizing the following link (********************************************************************************************************************) and completing the form. Our Privacy Team will then review the information provided, request additional information if needed, and, as long as the information provided is sufficient to verify the user and their relationship to the account, the data held by our company will be shared with the player. As point of clarification, our company is unable to create a new account for the complainant as we do not transfer game data or progress from one account to another for any player under any circumstance. We do stand by the troubleshooting steps we have provided to recover access to a game account and hope that is helpful moving forward, along with all insights shared into hacking prevention and account security. We hope this more fully addresses the remaining questions in this complaint and that the complainant will reach out to our Customer Support team moving forward via the Settings menu in their game app directly with any additional inquiries.
Customer Answer
Date: 09/28/2023
I have long reached out to them and they were terrible at handling the situation which led to me reporting the company because I was quickly dismissed and accused of doing something I didn't do. I sent the request a long time ago. No one has responded nor even sent me a courtesy email in regards to the information request. So far all I have received from your company is insult, defamation of character, disregard, and victim shaming. I'm frustrated at the facts that I've did my diligence and nothing has been fixed. There is no justice in this, I'm being saddled with the loss of my hard earned points because someone else hacked my account and violated your policy. It's not right
Customer Answer
Date: 09/28/2023

Complaint: 20399992

I am rejecting this response because:I have long reached out to them and they were terrible at handling the situation which led to me reporting the company because I was quickly dismissed and accused of doing something I didn't do. I sent the request a long time ago. No one has responded nor even sent me a courtesy email in regards to the information request. So far all I have received from your company is insult, defamation of character, disregard, and victim shaming. I'm frustrated at the facts that I've did my diligence and nothing has been fixed. There is no justice in this, I'm being saddled with the loss of my hard earned points because someone else hacked my account and violated your policy. It's not right

Sincerely,

Ta *******************
Business Response
Date: 10/06/2023
Our company has reviewed the complainants most recent response. We have identified 6 tickets submitted to our Customer Support team between the dates of July 23rd and August 3rd of 2023. These 6 tickets originated from POP! Slots User ID *****************, which is directly authenticated to Support Code 6DD64R. This POP! Slots User ID was submitted in a screenshot attached to this complaint along with Support Code 6DD64R. This is the account which we have verified multiple users purchasing and redeeming rewards in direct violation of our Terms of Service and which was blocked from such purchases accordingly. 4 of the 6 tickets submitted to our Customer Support team directly addressed the violation and provided troubleshooting steps specific to account security and hacking prevention. There were no other identified tickets submitted to our Customer Support team from this POP! Slots User ID or from the email address of the complainant. We refer the complainant to our Terms of Service at *********************************************, specifically the sections titled Account Information and General Rules of Conduct and Usage, for further insight specific to the account in violation and actions taken.   As we noted in previous responses to this complaint, there is a second account which is attached to the email address of the complainant, **********************, which is not blocked for access inclusive of reward purchases, and which was last logged into via the myVEGAS Classic app on August 31st of 2023. As long as the complainant connects their game app to the correct ******** account originally used to authenticate, they will be able to retrieve that game progress and purchase and redeem rewards in accordance with our Terms of Service. The steps to access this second account have been shared in previous response to this complaint. As stated previously, our company is unable to create a new account as we do not transfer game data or progress from one account to another. We hope this addresses the additional concerns which have arisen inclusive of contact with the complainant, insight into the game account in violation of our Terms of Service, and insight into retrieval of the game account already available for access as long as properly authenticated. Our company will be happy to address any other questions which arise or provide clarification if still needed.
Customer Answer
Date: 10/09/2023
Your answer is that your company is not going to fix the problem with my pop! Slots account. To my understanding if your account is hacked you as company will not help the victims of said hacking nor will you compensate. This is not cool and your company benefits from my misfortune.
Customer Answer
Date: 10/10/2023

Complaint: 20399992

I am rejecting this response because: Your answer is that your company is not going to fix the problem with my pop! Slots account. To my understanding if your account is hacked you as company will not help the victims of said hacking nor will you compensate. This is not cool and your company benefits from my misfortune.

Sincerely,

Ta *******************
Initial Complaint
Date:07/31/2023
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.
Per your policy and procedure, people may join your program using their email address and avoid joining through ********* However, you've not provided the instructions on how to do this. I emailed your support link ************************* on 7-21-23 and 7-25-23 but have not received any response.Please tell me how to join using my email address or any other method you may have available, excluding ********* Thank you.
Business Response
Date: 08/04/2023
Our company appreciates this consumers outreach. We are not aware of any correspondence with our Customer Support team based on the consumers name and email address. To provide some clarification, we do not offer email support and apologize if there was any miscommunication. If this inquiry is in reference to authenticating a PLAYSTUDIOS game account, connection to either ******** or Apple are the two sole methods available. This authentication will preserve a players game data and progress and allow the option to begin purchasing and redeeming rewards offered in our store. If he has any questions regarding our games and rewards or authentication as mentioned, our Customer Support team can be reached either via the Settings menu (gear icon) in his game app or via web at ********************************************* and they will be able to provide additional insight. If this complaint is regarding a different matter, we hope he will share additional information so we can ensure we are providing correct response or direction.
Initial Complaint
Date:07/19/2023
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 am a member of MGM Rewards and use the MyVegas app through PlayStudios. I love the app and games. One of the biggest and best rewards is the ability to earn enough points to gain a complimentary night stay at any MGM property in *********. However, there is an "unwritten rule" that players cannot purchase another of these rewards until after the rolling 30-day grace ****** from booking. But the fine print is very unclear regarding this policy. It says "Rewards must be used within 90 days of purchase. Within terms and conditions: "Redemptions limited to only 3 awards from MGM ********************** regardless of type, within a rolling 30-day ******. This reward is limited to 1 per myVegas player. Only one myVegas account associated with each natural person will be valid for MyVegas rewards ..." It does further say: "Limit one complimentary room reward per player per trip." But what does that mean? Does the reward only apply to the room reward I'm booking, say for ********* or ********* or does that apply to all properties, because it doesn't say that. Rewards are individual, each one with its own level of points. Language should say "one complimentary room reward across all MGM properties" if that's what they mean. But it doesn't. Premium rewards in its own policy are defined across the site as a limit of 3. Because I am allowed 3 such rewards, shouldnt that apply here? The lack of clarity makes it tough to really know. The company may further define that somewhere, but it doesn't on the app where purchases take place and they've even included terms. ... Bottom line, I was hoping to cancel the complimentary room I have and book another at a different MGM property. But I can't cancel and rebook because MyVegas has added another diabolical twist: you can't purchase more than 1 complimentary room even if you get it canceled. Ill happily forfeit points and pay the difference to stay at another hotel. Just make this right, either by helping me or amending that language.
Business Response
Date: 07/28/2023
Our company greatly appreciates this players support of our games and our **************** at MGM Resorts. To provide some insight, Rewards offered by PLAYSTUDIOS may have different Terms and Conditions which apply dependent on the type of Reward and the specific partner. Rewards are provided to PLAYSTUDIOS by our partners, such as MGM Resorts, who may at their discretion attach certain restrictions on their use based on their business needs. This ensures an appropriate balance of value between our players and our partners. The actual purchase of a Reward in-game does differ from a redemption in that the purchase is the actual securing of the Reward with Loyalty Points accrued during game play and the redemption is the booking of a reservation or use of the offer through the partner as outlined in the redemption instructions in each offer. We apologize if there is any lack of clarity in the verbiage in our respective offers and will review and update if needed. We do see that this player has a booked (redeemed) room reward for One Complimentary Room Night at the ********************************** on August 20th of 2023. He also initiated a ticket with our Customer Support team on July 19th requesting cancelation of this specific reward as long as he can obtain a different room reward at another MGM Resorts property. He has been in correspondence with our Customer Support team as recently as July 24th. We will be able to assist with canceling the Reward and allowing him to secure a new one for another property as long as he supplies a screenshot of the cancelation of the room reservation for August 20th at ******** ********. Our Customer Support team is awaiting receipt of that screenshot so that his request can be confirmed and fulfilled as per his desired settlement of replacement. We look forward to hearing back from him via our Customer Support team so that we can further assist.
Customer Answer
Date: 07/28/2023

Complaint: 20345394
Indeed, I have been in contact through their chat, which is the only way to get responses. Sometimes that takes more than ***** hours, which is incredibly inconvenient. Sometimes questions need to be repeated. Sometimes they don't get answered at all. It makes it difficult to know who and what to believe Other reviews and complaints certainly point to a lot of confusion.
I am at least thankful the business responded here.
However, I'm not sure what to do at this point. The business claims i can get the reward canceled as a one time courtesy. But it is still very unclear what happens when I do and try to purchase a new one (if the system allows it). Will rooms at the hotel of my choice be available? If not, can I keep the current reward? Will it allow me to cancel that one too and book another hotel ... or am I *** because this was a one time courtesy? In that case, I could potentially lose the reward altogether and forfeit the complimentary stay I've earned. We are now less than a month from my stay so time is of the essence.
One solution short of a phone call would be for the business to allow me a second complimentary room reward on my account as that one time courtesy. I would agree to cancel the first one after that is booked so i wouldnt actually have two reward stays, just one.

Sincerely,

*******************
Business Response
Date: 08/03/2023
Our company appreciates this players response and apologizes for any frustration with the resolution process as the agent responding to his Customer Support ticket was off schedule for a couple of days, which resulted in some unintended delay. On July 31st, the consumer forwarded a screenshot of the cancelation of his room reservation at the **********************************. The cancelation of this reward was processed on August 1st and he was granted the ability to secure a new room reward at that time. He did purchase a new room reward for the *************************, also on August 1st, but there were only suites available, and the comp could only be used for the night of the 22nd of August. He booked a room reservation for that night but then requested cancelation of that reward when he reached back out to our Customer Support team the following day. He supplied a screenshot of the cancelation of ************ room reservation and that reward was then canceled as well with the ability to secure a new room reward still intact. As of August 3rd, it appears that he has purchased and redeemed a room reward for the ******** Hotel and Casino. We have also reviewed his game account and verified that the Loyalty Points used to secure both rewards now canceled have been refunded. We believe this should fulfill his desired settlement as he now has a room reward of his preference at the ******** which has been purchased and redeemed and the unused Loyalty Points have since been refunded. We do greatly appreciate his feedback regarding his experience and will continue to review the verbiage in our reward offerings and update if clarity is needed. We appreciate his support of our games and hope he will continue to reach out to our Customer Support team if he has any other game and reward related inquiries.
Customer Answer
Date: 08/04/2023

Better Business Bureau:

I appreciate the company stepping up here. However, because of myriad delays, I was not able to get the reward I wanted. PS says in its statement above, "he now has a room reward of his preference at the ******** ..." Not true at all. My room reward preference was ********. Then ****. Then *****. Then ************. Then *********. I only chose Park because I knew it was likely to have availability and got tired of purchasing rewards then finding out later that there was no availability anywhere.
I originally did book the room at ************ for the only date available, a Tuesday night. Sunday, Monday, Wednesday, Thursday and the following Sunday were not made available despite extensive availability at the hotel. What ultimately caused me to cancel, though, was that the only room made available at ******** was an accessible room. My father recent passed away in an accessible room and I just couldn't do it.
But the capper was being given the reward back, then trying to book another comp purchase at the ***************. Only after purchasing and looking at the calendar could I see that none were available. So I had to cancel that, and try again. I looked at other options but decided, why bother. I'll just pick Park because it will have availability. But it was not my first, second, third, fourth or fifth choice. That said, I will make the best of it and review the hotel fairly, as I do all others.
Bottom line: PlayStudios should not tout or promote rewards that they can't deliver on. "The based on availability" tagline doesn't fly when there is availability at 95% of ***** hotels on Sunday-Thursday nights (every ***** player knows this). True that comps may be limited. But then show that on the app. Show which dates that comps are available in a real-time calendar, with the tagline that room comps can change from minute to minute. This really isn't that hard developers. It would greatly improve your standing with the playing community, and your community's view of MGM.
Sincerely,

*****

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