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:03/07/2025

  Type:Billing 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.

  Hi,
  My account was recently banned on “Animal Jam” on March 3, 1:42 A.M. EST. I had broken the T.O.S in 2013 for inappropriate behavior, but that being 12 years ago, I do not think that complies with why they banned me now. I had not broken their T.O.S.
  I might have gotten caught in the crossfire of other players breaking the T.O.S, but I had not been doing anything.
  Whenever I was banned, I had gotten the same automated email response as everyone else who had gotten banned, stating-
  • Multiple, repeated or severe violations of the AJ Rules
  • Unauthorized membership purchase
  • Reasons involving the security of our game or the privacy of account information
  And another email stating I was, “being inappropriate”, “making an inappropriate avatar”, or making an “inappropriate den”. When it has been over 30 days of the last suspension.
  I had repurchased a membership with currency from their other game, Animal Jam Play Wild!
  600 Sapphires for a 1-Month membership, I've purchased other items such as “Wishing Coins” and used authorized payment methods to buy memberships.
  I cannot access the Parental Controls for transaction dates, login dates, and other information for they have banned that account as well. I feel I have been treated unfairly as a paying customer that has always been supportive in the past to the company.
  
  As a side note,
  This game does have bots that fill servers and walk around, and to some others suspicion they mass report other players. Even if they don't, I think it is highly unprofessional for the administration to allow people to put bots into their game. This makes their players, and I, feel unsafe or unsure if their account is going to be compromised because of the poor security system. All bots are labeled with “Tiger” and a weekday following the name and a few other numbers. They have banned people for “Exploiting,” whenever they had implemented the features into their game. There have been issues with purchasing being labeled as “fraudulent.”

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/2025 for creating inappropriate and explicitly adult content in a children’s game. This violates the Community Guidelines section of the Animal Jam Terms of Service  found at /terms_of_service. All players must agree to the Terms of Service in order to create an Animal Jam account.

  We have communicated additional information about the ban with the user via their support ticket. The account ban was issued based on in-game chat and other in-game activities observed on this account. The account ban is permanent and will not be lifted. 

  Sincerely,

  ****
  

  
  

  Customer Answer

  Date: 03/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory. No explicit actions were done in this game by the account user. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:03/07/2025

  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.

  My daughter had an Animal Jam account, a game made by Wildworks, that got banned for no apparent reason. I've spent a lot of money to let my daughter play this game, and they won't unban her account. Is there any way to get the account unbanned?

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  We are in communication with this user via support tickets, and our team is awaiting account verification on ticket *******. Once our support team has received verification of account ownership, they will be able to provide additional information regarding the moderation action on the account.

  We look forward to adressing this issue with the customer via their support ticket, as the BBB complaint board is not a channel for customer support.

  Sincerely,

  AJHQ

• Initial Complaint

  Date:03/07/2025

  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.

  This company is fairly incompetent at moderating the “virtual worlds” they have developed. Players are frequently banned permanently with no ability to appeal or proof. They will continue to charge you for membership after your account has been banned. The only way to cancel this is by disputing it with your bank.

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  We have no record of any accounts or support tickets under the email address provided. We did find an account under the billing address provided, but there is no ban or moderation action associated with that account. Therefore we cannot determine which account this complaint relates to.

  The submitter can reach our support team at any time by creating a support ticket at ********help.animaljam.com/hc/en-us/requests/new. The BBB complaint board is not a channel for customer support.

  Sincerely,
  

  AJHQ

• Initial Complaint

  Date:03/07/2025

  Type:Order 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, a game by wild works, unjustly permanently banned my account and on all other accounts with the same email with zero warning. The account was nearly a decade year old. I believe the punishment did not match the crime. *** invested lots of hours and money into this account yet ********************** refuses to meet a compromise to either give the in game items back or unban the account. Ive emailed them about the situation and expressed that lots of money was lost yet they refuse to do anything. Please help me get the account back or get the items back. Or if anything get back the amount of money those items were worth, but that may be more complicated. Ideally I would like the account back or all items on the account.

  Business Response

  Date: 03/11/2025

  Dear BBB Dispute Counselor,

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

  The submitter has not provided a valid mailing address, and we have no record of any accounts, purchases, or support tickets under the email address provided. We cannot determine which account this complaint relates to.

  The submitter can reach our support team at any time by creating a support ticket at *************************************************************. The BBB complaint board is not a channel for customer support.

  Sincerely,

  AJHQ

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23034938
  
  I am rejecting this response because:the problem has not yet reached a resolution. I have already tried contacting Wildworks twice through Animal Jam's support tickets. The following ticket numbers are under: 6051844 and 6058515. You have provided no help, refused negotiation, and showed no care or consideration for the time and money that has been invested into the account which is why I am reaching out here to request a refund of purchase, a transfer of all items to a different account, or for the account to be restored. The email address attached to the account is ********************** The billing address is ******************************************. This is all available information in the tickets. There are screenshots and files provided from my complaint in the tickets. Please get back to me soon. 
  
  Sincerely,
  
  Max ****

  Business Response

  Date: 03/24/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/2025 for creating inappropriate and explicitly adult content in a childrens game. This violates the Community Guidelines section of the Animal Jam Terms of Service found at **********************************************************. All players must agree to the Terms of Service in order to create an Animal Jam account.

  We have communicated additional information about the ban with the user via their support ticket. The account ban was issued based on in-game chat, inventory history, and other in-game activities observed on this account. The account ban is permanent and will not be lifted.

  Sincerely,

  AJHQ

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23034938
  
  Again you fail to acknowledge any other parts of my message here and in my tickets. If you are refusing to ***** the account then I am requesting a refund of all the money i've spent on my accounts that have been banned or a transfer of all currency and items to a different account. I dont understand why all accounts associated with the email got banned either when only one account is responsible. I was banned directly after spending my sapphires on Play Wild for a membership. I paid for a service and never got it and now you're refusing to even acknowledge that I am wanting my money and/or items and in game currency back on a seperate account. 
  
  Sincerely,
  
  Max ****

• Initial Complaint

  Date:03/06/2025

  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.

  Ive spent money on this company in the past in their game animal jam (classic and play wild). a few days ago they did a ban wave on their game and banned me and countless others for unfair reasons, such as their own faults.

  Business Response

  Date: 03/07/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/2025 for creating inappropriate and explicitly adult content in  a childrens game. This violates the Community Guidelines section of the Animal Jam Terms of Service  found at **********************************************************. All players must agree to the Terms of Service in order to create an Animal Jam account.

  We have communicated additional information about the ban with the user via their support ticket.

  The account ban is permanent and will not be lifted. 

  Sincerely,
  

  AJHQ
  

  
  

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unhappy with the support I have recieved from **** since my permanent ban. A violation of the **** terms of service was commited on my account by a person who SHOULD NOT HAVE BEEN ON IT. I have reached out to AJ and they have been unhelpful, to the point where i question if they have even read my email in the first place.
  I have not had access to my account for many years due to the data breach and I was able to get it back just over a week ago to find that it has been banned for actions that I know I categorically did not do. I have never gone onto my account myself and created an explicit avatar, nor have i ever taken part in inappropriate parties or used explicit language. I was so excited to get my account back, I never would act in a way that directly contradicted the values of the game I loved since I was a child myself. My step brother did have my password and did occasionally play on my account in the past, so I let him have a turn on my account once I got access. He has never paid for the membership on my account, and also he is not the OWNER of the account. With this in mind, I implore **** to reconsider my permanent ban. I accept a temporary suspension, or restrictions to my gameplay, I do not underestimate the severity of what has been done. I really do deeply apologise for those actions, but they were not my own.
  Despite pledging to "provide assurance that each account is reviewed and addressed individually", they entirely overlook the individuality of MY situation, choosing to respond to my email expressing my distress by saying they are "unable to assist with further inquiries regarding this matter." This is not good enough and fails to address my problem. How fair is it to punish someone for a violation done on their account when it wasn't done by the owner of that account themselves?
  I gave it so much love and support, only to feel like **** has completely thrown it in my face and failed to give me that same support when I needed it.

  Business Response

  Date: 03/06/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been banned on 3/2/25 for creating inappropriate and explicitly adult content in  a children’s game. This violates the Community Guidelines section of the Animal Jam Terms of Service  found at ****************. All players must agree to the Terms of Service in order to create an Animal Jam account.

  Any account that violates the Animal Jam rules is subject to moderation action, regardless of who is using the account at the time. Each Animal Jam player is responsible for maintaining the safety and security of their account and their login information. In this case, our Moderators do not find any evidence of unauthorized account access at the time of the account ban, and all recent logins have come from the same device and login location.

  We have provided additional details regarding the ban to the customer via their support tickets. The account ban is permanent and will not be lifted. 

  Sincerely,
  

  ****
  

  
  

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  All recent logins have come from the same device and login location because they were done by my step brother who lives in the same location and uses the same device as me. You are blatantly ignoring the facts that I have presented to you about this issue. I am sure that this is not an uncommon situation for ****, many people share devices with their family members. It is extremely frustrating, you are punishining the owner of that account for something that they did not do. I have been truly apologetic for all of the violations that were committed on that account and I have been willing to accept literally any other punishment other than a permanent ban as I understand the severity of the violation. As a child who loved this game for nearly 10 years, I would never want to act in such a way that violated the AJ terms of service, making it an unsafe platform for children, who like I did, have many wonderful experiences on this game.
  
  I implore Animal Jam HQ to reconsider this permanent ban. I would like to see **** actually fulfill their promise to address each account individually, as they clearly ignore the individual context in my account's situation, resulting them in punishing someone who did not deserve to be punished in the first place. This is not okay and is a poor way to treat a person who has given your game so much love and support.
  
  
  Sincerely,
  
  
  
  **** **

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was banned unjustly as a part of the ban waves going on. There IS a ban wave happening that cannot be denied.If you even try to contact support and file a ticket, you get the same AI generated response as anyone else.

  Business Response

  Date: 03/06/2025

  Dear BBB Dispute Counselor,

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

  The submitter has not provided a valid email address, and we have no record of any accounts, purchases, or support tickets under the contact information provided. We cannot determine which account this complaint relates to.
  

  The submitter can reach our support team at any time by creating a support ticket at *************************************************************. The BBB complaint board is not a  channel for customer support.

  Sincerely, 
  

   AJHQ
  

  
  

• Initial Complaint

  Date:03/03/2025

  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 am writing to file a complaint against WildWorks, and their Animal Jam Classic game. This company has been trusted with money, from thousands of players. Recently the moderators of this game have participated in a mass ban/suspension of innocent usernames, resulting in a lack of membership transparency. I, along with other users, have paid for a full 30 day membership. We have followed the strict rules of the game, but nonetheless been suspended and banned from the game resulting in less than the 30 days of membership we paid for. In addition to the suspensions, we also do NOT receive a full explanation of what our account was accused of. This is not how a business should be run and I hope action is taken upon the WildWorks company. I have also reached out to out for a refund and received no reply. I hope this leads to real consequences to this unprofessional company.

  Business Response

  Date: 03/06/2025

  Dear BBB Dispute Counselor,

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

  The account in question has been actioned/banned on 3/2/25 for creating inappropriate and explicitly adult content in a childrens game. This violates the Community Guidelines section of the Animal Jam Terms of Service found at **********************************************************. All players must agree to the Terms of Service in order to create an Animal Jam account.

  We will communicate further with the user via their support ticket. Our team responds to tickets in the order in which they are received. During periods of high volume it may take several days to receive a response. 

  The account ban is permanent and will not be lifted. 

  Sincerely,
  

  AJHQ
  

  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23016159
  
  I am rejecting this response because:

  It's blatantly incorrect. Never once did I do anything "explicitly adult" or anything of the sort. The **** team has let down hundreds of players with this massive ban. I've spent many hours and a good chunk of money on membership for this account alone. 

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

• Initial Complaint

  Date:02/25/2025

  Type:Sales and Advertising 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.

  Earlier this February, I was permanently banned from Animal Jam. This ban came out of nowhere, with no previous warning. Up to this point, I had never even had a single offense. On the day I was banned, I believed I was unfairly banned because of a scammer within the game who reported me, and therefore I sent a support ticket to Animal Jam support to argue for my case. I gave photo evidence of the scammer, and even had others in an online forum mention of their scamming as well. However, Animal Jam replied and said that the real reason I was banned was for violating their terms of service, specifically that I was apparently intentionally creating an Inappropriately themed avatar or used a feature in the game in an offensive manner. However, I had no idea of what they were claiming. I have never made an outfit or avatar in game with the intention of being harmful or offensive, so this came as a shock. I played this game everyday for little over a year, and worked hard to get to where I was; I would NOT want to do anything that could make me lose all of that. Plus, i always played with my partner, so I wouldn't want to lose that way of spending time together. I feel it is unfair to be permanently banned forever for something I was not aware of that I was doing, and if they wanted to enact disciplinary action, I believe a suspension would be more appropriate to warn me. Furthermore, the scammer i reported to them with full evidence, has not even been banned or been given any disciplinary action as far as i'm aware, as they still frequently log into the game. This game has a special place in my heart, and It's simply heartbreaking to be banned for reasons I was not even aware of. I had no intentions to do or present anything harmful, I simply just want to play the game with my partner again. Thank you.

  Business Response

  Date: 03/04/2025

  We have reached out to this user via support ticket to address their concern.

  Customer Answer

  Date: 03/10/2025

   
  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:02/15/2025

  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.

  Subject: Formal Complaint Against WildWorks Unjust Banning of Accounts in Animal Jam Play Wild To Whom It May Concern at the Better Business Bureau,I am submitting a formal complaint against WildWorks, the company responsible for Animal Jam Play Wild (AJPW), due to repeated unjust bans on my accounts without explanation or cause.Over the course of my time playing AJPW, I have invested significant time and money into the game, following all rules and terms of service. However, my accountsGuardianbasilisk, Arekushisu, Eldritchshadow, and Alexis1officialwere banned overnight without warning. This is not the first time this has happened, and WildWorks has failed to provide a valid reason for these actions despite multiple attempts to reach out for **************** concerns include:Lack of Transparency I have never received a detailed explanation for my bans, only generic responses.Unfair Account Termination My accounts were banned without any violations of the terms of ***************** Loss I have spent real money on in-game purchases, which I am now unable to access.Poor Customer Support ********************** has ignored my concerns, refusing to provide assistance or a resolution.I have attempted to resolve this matter directly with WildWorks, but they have failed to respond appropriately. I am requesting the BBBs assistance in ensuring that WildWorks reviews my case, restores my accounts, or provides a proper explanation for these unjust bans.I appreciate your time in reviewing this complaint and look forward to your guidance on resolving this issue.Sincerely,****** ******* *************************** ***********************

  Business Response

  Date: 02/23/2025

  Dear BBB Dispute Counselor,

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

  First, we'd like to note that the complainant has already submitted BBB complaint #******** in January 2025.

  In regards to the complainant's statement regarding lack of transparency, please note that this BBB complaint was submitted on the same day the referenced accounts were banned, and the same day they submitted a ticket via our ticket system. At the time we received this complaint, our team had not had adequate time to review the complainant's accounts or respond to their ticket. Since then, our team has been in communication with this user via support tickets and has provided specific details of the reasons for the account bans.

  Our company has received multiple notification of payment fraud associated with the complainant's billing address, device, and login locations. The complainant has committed multiple violations of the Animal Jam Terms of Service (**********************************************************), section 4 in particular. All involved accounts and their associated parent accounts have been banned due to these violations 

  These moderation actions were based upon our team's investigation of chat, trades, Den Shop sales, login history, device information, billing history, and other in-game interactions. Further research revealed a similar pattern of behavior regarding false payment disputes in November 2024. Animal Jam takes payment fraud very seriously and we'll be reporting these incidents to relevant authorities.

  Due to multiple severe violations of the Animal Jam Rules and Terms of Service, the bans will not be lifted. We reserve the right to preserve the integrity of our game and the safety of our online community by banning any accounts that violate the Animal Jam Rules and Terms of Service. We consider this matter closed and will not comment further.

  Sincerely, 
  

  AJHQ