Big Fish Casino Tina Oliver Fraudulent claims of player’s internet connection, causing crashes. Seattle Washington

Hi everyone, I am filing a complaint about the Big Fish company, being given instructions to mislead players into thinking, technical issues are due to the player’s internet connection. Issues replayed to dropping from games when starting to win, the app closing for no apparent reason, choppiness, bouncing reels that require one to leave a good paying game and rejoin only to lose. Over many years of gameplay I have spent WELL over $200,000.00 on this game and have had technical issues since the first day of playing. At first, I didn’t think there was anything I could do about it, so for the most part I just ignored it. When I started to spend a lot because of these issues, I decided to start to ask for compensation to offset the issues, causing me to head down a spiral of making more purchases. Things like this were always happening, at least 3 or 4 times a day. I started to receive boosts for these incidents. The first couple of companies who owned this game, were always understanding of my situation, and very graciously admitted to these errors. They took responsibility for what occurrences were taking place. All of those times I wrote in they would tell me that they investigated and saw where I was dropped.

They then gave me chips or what not to reverse some of the damage caused by the crashes. I have an issue with the last two companies. Whenever I have written complaining of these issues, (and there are many) I always received the response of it being MY internet connection. I had to write over and over to get someone to take me seriously about the issues NOT being the fault of my ISP or internet connections. It was the game causing the issues, without a doubt. But for some reason, over and over I was told to uninstall and reinstall to get the latest updates, or to update the latest version, even when there weren’t any updates availabl, or the EVER SO FAMOUS "it may be an issue with your internet connection”. I was told to play on a hard wire, play on a PC, or sit closer to my router. I was told things like "once it is outside of the company’s network it’s out of our hands”. No matter how many times this happened and I wrote in about it, this is what I was told. This finally got to the point, where whenever I wrote in, I was on hold for days without a response.

Finally on the last few days of July I was given instructions on how to retrieve crash logs on my phone. I had to start to send those to the representative handling my case. I was sending quite a few. Well apparently the rep got tired, if you will of hearing from me, and I was in limbo for days without response. Before the last few days of July, it was always my fault, and they would give some 30 spins in a game that I requested. Well since I wasn’t getting a boost for every incident, even if it were 4-5 a day, that’s when I got pissed, and said I have had enough! I then wrote a huge email to Big Fish complaining of being ignored, and pressed the issue of a possible Class Action Lawsuit. This is when I was contacted by a representative claiming that the head manager of VIP customer’s was allowing a billion chip boost. I was then told if I continued to have issues with dropping, then sending the crash logs to the rep. Low and behold I received a response from Mr Scott himself, and confirmed this WAS an issue with the app crashing and gave me other boosts. So this was an admittance if the app having issues and not my internet connection. I was given boost after boost, and then received a response that this issue had only started since June of this year. This being said after the hundreds of emails I have sent, LONG BEFORE June of this year.

This upset me and I again, and explained that this isn’t a minor issue, this has cost me REAL MONEY, in fact so much so that I reached VIP tier 13, and soon to be 14. I was given a 2 billion chip boost, yet these issues persisted. I was also told that it is not an issue with many players at all. I knew this to be incorrect, by a long shot. Just counting the few players I happened to ask, it was about 7 out of 10 people who have had these issues, for quite a long time. I explained so many times that this has been occurring long before the date I was given, and has been happening to many many players over the course of years, and will most, if not ALL of the Big Fish Casino community. It couldn’t just be a select few, when I asked 10 people and 7 said it happens all the time. This tells me it’s 70% of the community. I know we haven’t all received compensation for these occurrences that have, and continue to happen. Basically I and many others, who have had written in were, deceived big time. Big Fish deceived players for many years willfully! They claim to have not known it was crashing on their part, but they have known all along. They were, and are still just refusing to correctly compensate the players for the bugs, experienced in the app.

I’m sure not everyone has written to them asking for compensation. I’m sure if many of the players were told it was their internet connection, they would not bother writing in again. This was told to players in order to deceive and withhold information from them they should have been given. To me that’s dirty business practices and fraudulent practices to boot. My closest friend that has spent over $16,000.00 in a month is not being responded to appropriately despite sending many emails. This has also happened to him. He was given the same response of this being his internet connection. Bottom line if you have spent money on this game, and you have written into Big Fish, you were lied to. This all down to keep the company taking in everyone’s hard earned money. They could have and should have compensated players for their crashes. Players lose money because they get dropped from a good table and can’t find another to save a life. That leads many to make another, and another purchase. Many of whom can’t even afford to purchase them. It is dirty to steal from the consumers knowing they enjoy the game and some even have an addiction to it. If anyone has experienced this please reply or write in yourself. Let’s get this out there and let Big Fish know the we are informed of the way they do business. You deserve compensation for the thousands of dollars you have spent. We all do. If you have a similar story please click on respond to this report, and tell us about it. Thank you all for listening and replies.