Complaints

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

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• 

  WildWorks

  380 W Data Dr Ste 500 Draper, UT 84020-2375

• 

  WildWorks

  PO Box 3624 Salt Lake City, UT 84110-3624

• 

  WildWorks

  650 S 500 W Ste 297 Salt Lake City, UT 84101-2382

• 

  WildWorks

  650 S 500 W Salt Lake City, UT 84101-2377

• 

  WildWorks

  105 N 400 W Salt Lake City, UT 84103-1124

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

• Initial Complaint

  Date:08/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has absolutely awful customer service. For years, I've been trying to get my breached account back. (username ************* email ********************) However, as the email the account is connected to is terminated, I am unable to actually do anything. They've asked me for my IP. Said IP has changed. They've asked me for my billing information. It's all from family and friends, so obviously I wouldn't have it. They always just shoot me down. I just want the account back that I spent years building up. It's been 5 years since the breach, I think that anyone else trying to get into the account for "malicious intent" would've given up by now. I'm a paying customer on my current account, but it isn't the same. If they didn't just ignore me after I said I didn't have billing information, this would be resolved by now. All I want is my silly animal account on my silly animal game back. Absolutely nothing is being lost on their end if they just got better customer service and took time to actually listen to me. I can provide other proof the account is mine. Just not the information they seem to exclusively want. I am not the only person with these issues. Hundreds of others have. I was the one that was hacked, and yet they seem to think it is my fault I lost access to my account.

  Business Response

  Date: 08/29/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #23788455.
  
  The user is seeking assistance with accessing an old and inactive Animal Jam account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The name and email address listed on the BBB complaint do not match those registered to the account in question, and a complete mailing address has not been provided. We are unable to verify that the person who initiated the BBB complaint is the original owner of the Animal Jam account in question.To protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a children’s game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

• Initial Complaint

  Date:08/16/2025

  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.

  My account (named *********) was falsely permanently banned by AJHQ on their game Animal Jam Classic. I was mass-reported and framed of using third-party clients. They refuse to unban my account.

  Business Response

  Date: 08/22/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint # #23757653.
  
  We have been in communication with this user via support tickets, and we have provided specific details regarding the reasons for the account ban. While we cannot discuss the private details of an account’s moderation actions in a public forum such as the BBB complaint board, we can confirm that our Moderation team has thoroughly reviewed ALL game data relating to the disciplinary actions issued on the player's account, and found them to be valid. Our Moderation team retains cyber forensic evidence and logs of these violations and will provide this evidence if required to do so in a court of law or other legal process.
  
  The Animal Jam Rules can be found at ********************************** and the Animal Jam Terms of Service can be found at ********************************************** All players must agree to the Animal Jam Rules and Terms in order to create an account. Accounts found to be in violation of the Animal Jam Rules or Terms of Service will be actioned accordingly, up to and including permanent bans. The player may not agree with our moderation actions, however we reserve the right to preserve the integrity of our game and the safety of our online community by taking action on any accounts that violate the Animal Jam Rules and Terms of Service. We consider this matter closed and will not comment further.
  
  Sincerely,
  
  AJHQ

• Initial Complaint

  Date:08/16/2025

  Type:Product 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.

  Animal Jam Play wild has horrible customer service. I haven't logged onto my account for years. I have bank details on products I've brought on the account. Same card and IP address. My email address was deleted years ago. I requested for an email change and a password reset. After listing down all the details they still refuse to help me recover my account.

  Business Response

  Date: 08/22/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #23757522.
  
  The user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The email address and contact information listed on the BBB complaint do not match those registered to the account. Due to the age of the account and the amount of time that has lapsed since the last login, we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in question.To protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The user is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a children’s game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

• Initial Complaint

  Date:08/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a year ago my account (AcidicHug) and parent dashboard was wrongfully banned, they spent over 9 months telling me that there were "issues with my account" or they were still "reviewing it" and they acted like they were taking this long to get back to me as if they were "fixing my account." I had hope that they were going to help me with my situation but I was informed by Jambassador, NOT EVEN THEIR OWN SUPPORT TEAM, that they were NOT going to unban my account. I kept emailing to talk about it but they were not giving me helpful information and eventually stopped replying to my emails. I sent multiple tickets and finally, when another incident was going around in the game, did they reply to my email, and MIND YOU they had to ASK for my billing address and card information just to tell me that my account was banned for exploiting. I HAVE NEVER exploited on their game, NOT ONCE, and they did NOT give me the chance to explain that. They thought I was an accomplice because I so happened to be there while it was happening, I did not know that it was exploiting, I did not know what was happening, but I GOT BANNED because of someone else and that's just not fair, and the fact that I had to wait almost A YEAR to get a response is just outrageous. This incident happened a few months before I got banned so I didn't think much of it because I didn't know that it was exploiting, but later my account gets flagged and I can't even do anything about it. This company is so unfair to its player base, I've also seen plenty of jammers get banned for doing nothing and the company doing nothing about it. If I could I'd give them my entire PC access just to show them that I have never exploited before but what use is that when they won't even let you explain your situation.

  Business Response

  Date: 08/08/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint # #23692316.
  
  We have been in communication with this user via support tickets, and we have provided specific details regarding the reasons for the account ban. While we cannot discuss the private details of an account’s moderation actions in a public forum such as the BBB complaint board, we can confirm that our Moderation team has thoroughly reviewed ALL game data relating to the disciplinary actions issued on the player's account, and found them to be valid. Our Moderation team retains cyber forensic evidence and logs of these violations and will provide this evidence if required to do so in a court of law or other legal process.
  
  The Animal Jam Rules can be found at ********************************** and the Animal Jam Terms of Service can be found at *********************************************. All players must agree to the Animal Jam Rules and Terms in order to create an account. Accounts found to be in violation of the Animal Jam Rules or Terms of Service will be actioned accordingly, up to and including permanent bans. The player may not agree with our moderation actions, however we reserve the right to preserve the integrity of our game and the safety of our online community by taking action on any accounts that violate the Animal Jam Rules and Terms of Service. We consider this matter closed and will not comment further.
  
  Sincerely,
  
  AJHQ

• Initial Complaint

  Date:07/20/2025

  Type:Product 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.

  AJ Classic, Animal Jam are online games by WildWorks, Inc. I am currently the parent to a user with a long time registered account. The display name of the account contains Personal Identifying Information, which violates Animal Jam's safety guidelines. The username explicitly indicates the user's gender among other information, which is an offense in the context of online safety and privacy policies. WildWorks is legally obligated to moderate sharing of Personal Identifying Information in game. Their moderators overlooked the username, approved it and allowed it to be publicly displayed and used by a child for years. I, along with the user, have submitted numerous support tickets, emphasizing that a change to the username is necessary to comply with the Animal Jam safety guidelines about personal information. Their responses are dismissive, treating a request to address a major safety issue the same as a request for a cosmetic change.They repeatedly answer with: we are currently unable to make changes to usernames, but on official webpages (*****************************************************************************************************************************************************), they display that they have the power to force a rename prompt upon account login, and have done so before with other accounts. After sending a more detailed ticket, I was given a vague and irrelevant response from their HQ that blamed the creation of the account name on me. It should be the responsibility of moderators to detect if my child decides to choose a dangerous username. They are refusing to adequately use their methods to change rule-breaking usernames, and frequently allow rule-breaking usernames to be approved. They would rather tell me to revoke my childs account, which has a history of real money transactions, than take a simple action to update the username. As a resolution, I would like the accounts name to be changed. Preferably to receive the rename prompt upon next login.

  Business Response

  Date: 07/22/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  We can see that this user has submitted ticket #******* to our customer support team, which is still open. Our support team is actively working to address to customers concerns, and if they need further assistance they just need to respond to the open ticket.  

  We'd like to note that our customer support team answers ticket submissions in the order in which they are received, and during periods of high volume it may take our team a few days to respond. We are a small studio and do not have unlimited resources. 

  We look forward to discussing this matter with the customer via their support ticket, as the ******************** complaint board is not a channel for account support.
  

  Sincerely,
  

  AJHQ

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23627847
  
  I am rejecting this response because: I do not have access to that ticket number. I have never sent that ticket, the number seems to be much newer then the last ticket I opened. The last ticket I have is #******* and it has been inactive for a week, with the last message being sent by me. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/04/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of the update to complaint #********.

  Our support team has been in contact with the user in regards to their inquiry. Although the BBB complaint board is not a channel for customer support, as a courtesy, we have copied the most recent response to the user's support ticket bleow:

  Hello,
   
  Thanks for your patience while our Trust and Safety team reviewed your request and your account history. While we appreciate your concerns regarding privacy, the username blackfiredragongirl does not violate any guidelines, including those regarding personally identifiable information (PII). 
   
  As you know, Animal Jam is a game intended for children, and our game is moderated with adherence to the Children's Online Privacy Protection Act (COPPA), as well as with best practices for similar International and domestic policies. While certain subsets of PII (first/last name combinations, addresses, possible zip or postal codes, telephone numbers, social media or offline contacts, social security numbers, etc) fall under restrictions from COPPA and other policies/laws regarding usernames, gender is not among them, and players may share their gender in-game if they choose to.
   
  While we do not currently accept voluntary username changes, in the past we have allowed this as a courtesy, one time per account. We do see that in the past, this account took advantage of a courtesy username change in 2020, and the current username blackfiredragongirl was subsequently created. Multiple username changes on the same account can result in corrupted data and may render the account unusable in some cases.
   
  If you no longer with to use this username, you are always welcome to create a new account, with a username of your choosing, to continue your adventures in *****. For a number of reasons (some technical) we can only prompt username changes when it is necessary to uphold our rules and guidelines. 
   
  Sincerely,
   
  AJHQ

• Initial Complaint

  Date:06/24/2025

  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.

  In 2020 my account was hacked during a site wide data breach that took place on the game "Animal Jam." The password and parent email associated with the account were changed, leaving me unable to log in. For the last five years I've sent multiple help requests and emails containing proof that the account belongs to me (previous parent emails, previous passwords, emails containing parent email and user from **** and its associated companies). On top of the distress caused from not being able to get into an account so sentimental to me it also holds monetary value. "Animal Jam" has a membership function that I signed up for as a kid, this membership is still running, but the only way I've found to cancel it is through the parent email ( which has been changed). I don't wish to cancel the membership but it adds to my extreme want to access my account.All I want from WildWorks is to be sent a password reset email, so that I can finally log back into my beloved childhood game.

  Business Response

  Date: 06/26/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #23515031.

  Our support team has responded to this user's active support ticket to address their concerns. The BBB complaint board is not a channel for customer support.

  Sincerely,
  

  AJHQ

   

  
  

• Initial Complaint

  Date:05/29/2025

  Type:Product 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.

  Hello. I am submitting this complaint because of something kind of silly, but I lost access to my Animal Jam mobile AND desktop accounts in 2020. My mother doesn't use the email linked to the accounts anymore. I have seeked aid in account recovery, but they say accounts are deleted after 3 years of inactivity and information cannot be recovered, but this simply isn't true. Both accounts, wildc9 on both platforms, are still clearly there if the username is looked up. My parents and I both put money into both of these accounts, easily an upwards of 300 into desktop and at least 30 on mobile. There are premium items and currencies on these accounts that they are not letting me access. I emailed them for the 2nd time, and they never replied to my request.

  Business Response

  Date: 06/05/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #********.
  
  The user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The email address listed on the BBB complaint does not match the one registered to the account in question, and the complainant has not provided a valid address. Due to the age of the account and the amount of time that has lapsed since the last login, we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in *********** protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a childrens game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

  Customer Answer

  Date: 06/06/2025

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

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Animal Jam by WildWorks has failed to help me gain access to my accounts on their online game. Their customer support system has not done anything to remedy this situation, despite having met the requirements they stated in their original email to recover my accounts.Accounts: "yutong" and "yutongstorage"

  Business Response

  Date: 05/30/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of complaint #********.
  
  The user is seeking assistance with accessing old and inactive accounts that they cannot verify ownership of. As the accounts in question have not been accessed in over 7 years, we feel that this complaint falls outside the purview of the BBB complaint board.
  
  The email address listed on the BBB complaint does not match those registered to the accounts, and the accounts have no billing history. Due to the age of the accounts and the amount of time that has lapsed since the last login, we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam accounts in *********** protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to the email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a childrens game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  
  Sincerely,
  
  AJHQ

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23372298
  
  I am rejecting this response because: They claim the accounts have not had activity in over 7 years, which is a false claim. 7 years is roughly the timespan in which the accounts were created, not last used. As for the email, I have been able to gain access back to the email *********************** but not **************************** However, I cannot use the first email to get a password reset because it is a school email address which for security reasons has blocked emails from Animal Jam's password reset. If necessary, I can send an email from the first email address to prove its ownership, however, I still do not have access to the other email address. The account that *********************** is connected to is "yutong" which is my older and as I remember, less used account, while *************************** which I still do not have access to is connected to "yutongstorage" which is my newer and more recently used account. Both accounts should have had activity within the past 3 years, which was the timeframe in which Animal Jam support had said would be necessary in able for the accounts to be recovered.

  Sincerely,
  
  ****** ***

  Business Response

  Date: 06/09/2025

  Dear BBB Dispute Counselor,
  
  Thank you for notifying us of the update to complaint #********.

  As stated in our previous response, due to the age of the accounts, the amount of time that has lapsed since the last login, and the complainant's inability to provide verification of account ownership, we are unable to assist with account recovery. The player will need to create a new account to continue their adventures in Animal Jam.

  Sincerely,
  
  AJHQ

  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23372298
  
  I am rejecting this response because:

  WildWorks claims that the amount of time that has lapsed since the last login prevents them from assisting with account recovery. However, the time that has passed since the last login is well within the recovery window that they themselves originally stated would be acceptable. Therefore, the justification they have provided is inaccurate and misleading.

  Additionally, I would like to clarify that I have regained access to the account yutong, which is connected to the email ******************************. This confirms that proper ownership verification is possible. However, I still do not have access to the yutongstorage account associated with **********************************. I can confirm ownership of ********************** however, I cannot send a recovery email through Animal Jam as the school in which the email is attached to has blocked emails from Animal Jam.

  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  animal jam was my favourite game growing up, many hours have gone into it and money as well. I've been trying to get back in my account and relive my childhood/support the game further but they will not let me update my password due to not being able to get into my parent email, as said parent has since passed away and I do not know his password. I have my old address , phone number , username , parent email handle , but they refuse to help because of "security purposes ". I've spent so many hours on this game and would continue to do so, and give them my money as well. I don't think it's fair that I cannot do that simply because I have literally no way of accessing my parent email that was used for my account. thank you.

  Business Response

  Date: 05/28/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  The user is seeking assistance with accessing an old and inactive account that they cannot verify ownership of. As the account in question has not been accessed in over 5 years, we feel that this complaint falls outside the purview of the BBB complaint board.

  The email address and (incomplete) billing address listed on the BBB complaint do not match those registered to the account, and due to the age of the account and the amount of time that has lapsed since the last login we are unable to verify that the person who initiated the BBB complaint is the owner of the Animal Jam account in question.To protect the safety and security of all accounts, account changes cannot be made without proper and valid account ownership verification. In many situations if the user has truly lost access to their email account originally used on the account, then we are unable to assist them.
  
  The player is welcome to create a new account to continue their adventures in Animal Jam, but we would like to remind them that Animal Jam is a children’s game created for kids aged 6-11. Adults and older players who access Animal Jam are expected to be respectful of this kid-centered space and abide by our Rules and Terms of Service.
  

  Sincerely,
  

   AJHQ
  

  
  

• Initial Complaint

  Date:04/24/2025

  Type:Product 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 been playing Animal Jam(by Wildworks) for nearly 15 years. Today I discovered that my account had been hacked and I requested that the items taken, be returned to me. They responded swiftly but informed me that they cannot do that. I responded immediately stating that I know they are able to return said items and if they refused I would be contacting the BBB and since then, I have not been responded to and have been conveniently locked me out of my account. I know the password to the account 100% because I had to use it to login in earlier today when I discovered that my account had been hacked. I have 15 years worth of hard work and money that I have put into this game only to be treated extremely poorly and unethically when I need something simple from them. If they truly don’t want to return the items that were taken, then I should be compensated the the game currency(sapphires) in the amount of atleast 30,000 as each item taken was from 7k-10k sapphires each. And I should be allowed immediate re-entry into my account which they had no right holding me from me.
  
  In case this unacceptable behavior is a common occurrence for wild works I will leave my username and parent email to the game below so they can identify whom they’ve wronged.
  
  Username: ***** ****** ****** ******************** ***** ****** ******* ** ******** 

  Business Response

  Date: 05/02/2025

  Dear BBB Dispute Counselor,

  Thank you for notifying us of complaint #********.

  We have been in contact with this user via ticket #*******, our support team stated clearly in their responses to the user that they would be unable to replace any lost in-game items.

  Each Animal Jam player is responsible for maintaining the safety and security of their account and their login information. Online safety is about having multiple layers of security such as using strong passwords that can’t easily be guessed, activating 2-Factor Authentication, using different passwords for each account, and most importantly never sharing password information, inputting it on phishing sites, or saving login information on a shared or public device. While we can’t speculate about how the user’s login information may have been compromised, most often, accounts are compromised due to weak password security, oversharing of personal information, falling victim to a phishing scam, or or not having 2-Factor Authentication enabled.

  In our ongoing efforts to enhance user security and educate our players, we offer online Help articles, an in-game Security Station, and frequent reminders about internet safety on all of our online platforms. Unfortunately there will always be bad actors who try to take advantage of users who may not have properly secured their accounts, or trick users into sharing personal information.
  
  It is possible for accounts to be compromised if a player has shared their account information with family members or friends, or if they have left themselves logged in or saved their login credentials to a public computer or shared device.
  There are also external threats, such as phishing sites, phishing emails, and malware or keyloggers that can be spread through email, text, or social media platforms. While we cannot monitor or take action against events occurring outside our site, we try our best to educate our players about account safety and online safety to avoid having their personal information exposed online.
  
  Here are just a few of the help articles we provide to help educate our players about account and internet security:
  
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  Players must agree to the Animal Jam Rules (**********************************) in order to create an account, and the Rules state clearly that each player is responsible for their account’s security, and that AJHQ will not replace items lost as a result of improper game account safety. While our moderation team investigates all reports of game activity that violates the Animal Jam rules, we do ask that all players protect themselves by properly securing their accounts.

  Sincerely,

  AJHQ