Big Fish Games
Reviews and Complaints

Their losing odds are plentiful, but I love that app. Now, mind you I buy my share of chips & guess what they removed my access to my account? Nice, I own a club & in approximately 5 weeks we moved up and in first currently and going to move up again! I emailed them and basically said for the chips I get I should be doing better. They responded by saying it's our responsibility policy? Right I have more money & time than brains? Kicked me off the app ty and I buy chips which it seems that's all they care about!

I've called and sent emails to no avail; I have games that I purchased and can't play, can't change my password because I never get an email telling me how. I want to end my membership witch you have taken out of my account twice; I want a refund Please help me with this matter.
Sheila Jerome, email, [protected]@nycap.rr.com1/21/2025 DEBIT
VISA DDA PUR AP
479338 BIG FISH GAMES INC [protected] * WA
-$7.43

I spoke to Sujet yesterday regarding the games that are freezing or not working. He suggested games update.
I have tried this: 1. I have automatic updates when I launch the Big Fish games app.
2. Also checked updates, I have latest version.
I have 2 games that are getting stuck and 1 I can't play at all.
The games are: Alices wonderland - fire & ice, White Rabbit - Way back home and the one I can't even play at all is The White house.
You would have a record of when I purchased these games (as I am on this site, I can't look up when I purchased these games.

I tried telling this company back in October 25th that I wanted my account cancelled. Closed. I no longer want it.
I even removed my payment information. I sent them a message via Facebook. No response.
This month I was again charged for this membership. I realize $6.99 may not be alot of money but when you have a smaller budget, you cut out the excess.
Today I tried calling a 866 number the company lists but got a Social Security info place. I then called their WA number and it put me into a voice mail recording. I left my name and email address and again asked to have this account cancelled.

got a new computer and I tried to get into big fish game and it's not letting me do so, I've moved a number of times and have had different emails and passwords.

I have over 96 games worth over $800.00 that I can't download I've tried to call big fish and sent emails to no avail. all I get is that my email or password are not correct over and over. I have a listing of all my games from 2010 to 2022 the order numbers, date purchased and the amount I paid. If I can get someone to help me retrieve my purchase history I might be able to download the games back to the new computer

I have been a member of Big fish games since 2008. I started having issues, when they changed over to the new program. I was signed in as [protected]@verizon.net. when they made the changes a couple of years ago. I kept getting messages that it did not recognize my account. And as long as I didn't sign out I still was able to purchase games and I could see how much credit I had. Then something happened and I was signed out. So I ask for support and they would get try to get me back in. Sometimes it worked, and other times it didn't. This went on for a very long time. So I asked if I could change my email account thinking this was the problem. So they changed it for me. [protected]@gmail.com. I was back into using my account. Then I purchased a game and had to use another way of paying because my account was not showing my credits, even thought every month they take out the fee from my credit card. There has to be about 40-60 dollars in that account cause I was not able to use it to purchase games. Its like I had no credit, though I have emails to prove I did. Most recently I purchased 2 games and I have a receipt but had to use another credit card to pay for them. And have not been able to play them cause they don't show up in my games purchased. I cannot even guess how many times I reported this issue. They treat my account like I'm a new member and that I don't have a payment account even though they keep taking the money out of my account. I'm at my wits end. This is never resolved. Do I need to go to a lawyer and file a class action law suit or just a lawsuit? I want this resolved. Also there is no phone number to contact them. And why Not?

tried to get into my account, try two times and it says tried too many times, and it won't let me sign in.

problem is I have not been in my account for a while. and now I am trying to retrieve my password and it won't accept it. try to put in password they send and it says tried too many times. I have purchased 10 or more games from them and would like to play them and purchase new ones.

very frustrating

I have been trying unsuccessfully to cancel my big fish account and my club account. I can't sign into my account and it will not accept my email or password. My name is Carol Beauvais [protected]. I am not happy with the way everything is working out. I have been trying for months now and still paying monthly for an account I can't use. I would like for someone to contact me. Please

I have been receiving emails from Big Fish stating my payment has failed and my account has been suspended! I started receiving the emails after I updated my payment information on my account and Big Fish billed me for my monthly subscription. I have tried to contact Big Fish repeatedly, but no one answers the phones at the 206 number not even an operator. I guess they are all too busy sitting on their rearends playing games to help. I've also tried to contact them via email but have to wait for more than 72 hrs. for a response and when I got one it was from Casey who said she reactivated my subscription from her side but I still received emails saying the payment failed my account shows I need to reactivate it and the only answer I got from Casey was to read help articles she had sent and to check with my Credit card company which I had already done and they said everything was fine on their end, the problem was with Big fish who they said not only received the payment but have collected it! I've tried to redo my payment information but the only way I can is to buy a game each time and after I do I'm told the payment has failed! so far I've had to buy 2 games I wasn't planning to purchase well until this is fixed I'm not buying any more! I'm very angry that after being a member since 2009 I'm getting treated like dirt by Big fish and I'm ready to dump them and go elsewhere if this isnt resolved!

TWO TICKETS

6011162 Nicole

6014256 Amanda

Neither cared enough or did have enough experience to help. Either way my issue is not resolved.

Attached is email correspondences

"I wish that there was a phone number that I could call so maybe I could get what I'm trying to convey I've been trying to get into my account since last week I've been playing this game since June/July of 2021 it has been connected to my Facebook account every sense. I had never logged out until last week because I got a new phone but that's relevant because I'm the issue is on the old phone.I logged out on the phone that I have been using this account on for almost 3 years it said that I could log back in. When I click to log back in and I click log in through Facebook It tells me that my level is one how can that be when I've been playing for almost 3 years. I've sent all that information requested and I keep getting sent the same instructions that are obviously not working something else is going on. I also included a ticket number from last week Which has the same information that I'm telling you now.

As you can see I am frustrated so I apologize for my tone but this is utterly ridiculous and obviously upsetting."

Information that was requested

Home Island 

Level 75  

Character Merin almost unlocked

Castles completly completely other than lighthouse Waterlily and whatever Merins Castles is named

Extra islands all bought 

Mana not sure my Home Island are all cleared 

Coins none

Rubies 7 

Side games with clovers 🍀 I had 3 more clouds left to clear  

2 Castles where completely maxed out 

Paradise Cove unlocked

Characters 4 unlocked

One Castle built 

Extra islands one bought 

Mystic Isle

This one is hard to predict how many has been unlocked. All have except for a few of the rare pets.  I have absolutely no room to place items because I've collected so much from the castles that I have 100 if not more of chest to open and floating because I can't open them.  Not sure what level I'm on but I can tell you that I'm working on the last page pets with at least 3 to 2 more stages to unlocked the habits)

Also when I click forgot password I never received a link only repeat adds for free energy

On 10/11 I was charged $19.99 for chips that I did not purchase. I'm not sure how or why this occurred, I keep track of all of my purchase's when I buy chips and I definitely did NOT make this purchase. Please refund my $19.99 Thank You in advance for resolving this matter. I’m not sure what’s missing here but if this matter isn’t resolved I will have to delete my account

I've been trying to log in with my to email accounts but. both are being met with an error stating sorry, but the email and password not recognized. Get help?

I can't even submit a request, which, I've always done, but, it takes me to a page that says "this page isn't working. bigfishgames.zendesk.com is currently unable to handle this request. I'm not asking for much here. I would appreciate it if Big Fish Games stop ignoring customers who made this company wealthy in the first place! All I need is for Big Fish to fix this issue so I can log into my 2 email accounts so I can play my games.

Constantly told email/password not recognised. Cannot view purchase history. Prevented from playing £100s worth of games. Lack of knowledge, professionalism, engagement. Repeatedly asked for resolution. Same old c**p.

No offer of refund despite being THEIR problem. Been going on for months.

Fairway Solitaire -I belong to a club called Shangri-La my acct no is [protected] ad email [protected]@comcast.net. On August 8 most of my team members did not receive are 5 tier rewards. We send mutiple request but are email was not answered and our ticket were marked closed. Does fs still have customer support. They take you money quick enough, Thank You

I've written to their 'contact' email over 15 times about the same daily consistent problem regarding winnings not being added into my total coins.

I never get any help and they refuse to fix the problem with their system.

I spend money buying coins to increase my total and yet when playing slots or collecting coins to be added to total through the 'bonus vaults' THEY ARE SOMETIMES NOT ADDED IN! Day after day I email them yet no one fixes this specific problem in their BROKEN SYSTEM ! Example 2days ago 8/4 or 8/5/23 I had

1,112 436,788 total coins. Opened a bonus vault, was SUPPOSED to get 46,000 and I DID NOT RECIEVE THEN INTO MY TOTAL!

every time i try to play any big fish games i get a message saying that games cannot be loaded at this time. i haven't been able to play since friday. i have spent so much money purchasing chips and i am so fed up. i am not surprised to hear that the company is going out of business but i sure would like to have access to the games so i can at least play off the remainder of my chips. i have sent probably 100 reports and do not get any reply

On the 08/07/2023 I ordered and PAID for Bonfire Stories - Manifest horror. I'm told game doesn;t exist, account not recognised so cannot even view purchase history which £100s worth of games are inaccessible. Big Fish games will NOT fix this problem, they won't even communicate. The number they give for customer service is NEVER answered. The problems with them have been getting progressively worse and their reviews are horrendous.

I purchase a game - bonfire stories, manifest horror. Cannot activate because game does not exist, doesn't recognise my account, error 208 blah blah blah. I try to buy another game, haunted hotel - the thirteenth. Same crap. I create another account, same crap. You take my money quickly enough but i'm still waiting for a reply from the incompetents who now run big fish. Your reviews are horrendous and customer service laughable.

Please CANCEL my subscription. I subscribed for years, but now that I don't have access to my desktop & only have a laptop, the games do not play. I got to play one game from my early history & tried a new one I bought, but cannot proceed. Your company has been debiting my account for several months & I can't even play the games.

I TRIED TO FIND my payment account info, but no luck with that either. I don't want "instruction for playing on a laptop" because I already tried that, but games do not download. I am 67 years old & do not want further instructions that just confuse me.

Please cancel me & thank you.

Susan F Cecil

For two weeks my Fish account has been closed. I've tried all different ways to get it back to no avail. I don't know why it was closed but I would like it back.

I have at least 100 or more games and play them everyday.

PLEASE open my account.

All the different things they have proposed have not worked. I have called, emailed... tried all the different things they want me do but... no luck.

Help me get it back PLEASE.