Complaint Review: big fish casino - seattle Washington

 I have made 3 purchases to big fish casino june 2nd, sept 17th and sept 19th 2014. packages i bought were 100.00 and 249.99 each made sept 17th and sept 19th. Sept 24th my account gets banned. i cannot access my account. there is no direct live person to speak to so you must submit a request where they issues you a ticket and tell you it takes 24-72 hours to respond. In the past i have sent a few emails regarding other issues than money and each was responded to quickly and to satisfaction within 48 hours never longer. i submitted my ticket asking why they banned my account i also explained i just spent $500.00 to play this game in a span of 48 hours i would like to know what the problem is. I waited for 6 days with no response. On the 6th day sept 30th i submitted another ticket asking why they are not responding. I again told them the amount i spent the card i used and the dates i had just purchased coins and to please respond. I stated if they were not going to respond that they need to issue a refund since i paid money for something i dont have use of. All i was asking for was a reason as to why my account was banned.

After that last email i got a response the next day. 7 days im waiting for a reason. They stated after looking into the problem further-they never looked into it in the first place-we have been advised that you initiated a charge back with your credit card company for charges made sept 17 and 19th for 249.99. they also stated that since i didnt go through big fish games that they will no longer respond to any emails regarding this banned account. i finally find out the reason and the reason is completely false as i stated i even wrote them previous with no knowledge of the reason being angry that i purchased such amounts on the same dates and i felt i was being ripped off. So now i have the reason which is completely false and they are telling me i cant reply or get help with this matter. more outraged i send them another email trying to get a response that was on oct1st when i read the response that took 6 days to be sent. I told them how dare you tell me the reason and not let me tell you that it is completely a mistake on your end and at no time did i ask for a chargeback nor have received one as you state. It is your issue causing me to suffer for your mistakes in your billing. I even gave them the card i used and sent them a copy of my statements to date to show them the debits. Whats more is i used a prepaid card to make these purchases so i could keep a record of it so i wouldnt have these problems i am having. You can see i made a deposit on my card for the amount i charged each time. It show the credit and debit within an hour of each other. There is no charge back credit anywhere to be found on that statement. So i sent all that information off to rebut to their reason.

True to their word they gave me a generic response which i had never seen before. i sent that email oct 1 got a response oct 2 stating due to high volume of requests we cant get to everyones questtions. then it states afer reveiwing your request here are some answers to questions you submitted. it was a generically written letter. i got 2 of them same because i sent 2 emails. they also stated for your inconvenience we have deposited 500k in your account. it will be credited within 24hours. both emails said the same thing. it is obvious they read nothing because my accounts are banned and the questions they posted i might have had nothing to do with their fraudlent claims regarding my account. They had stated they wouldnt respond so this is what they did true to their word. How can a company make a claim and not allow the customer to respond to it especially since it is false.

So i did more research and found a direct number to the company I called it yesterday got an operator and she would not put me through to anyone. Again generic response we do not have live suuport but you can submit a voicemail and receive a ticket and they will respond by email. Well i did that got no response saying they received anything. It has been 9 days now while they hold my money and account hostage. I paid for a service they cut off. Im not talking 20 dollars im talking 500 dollars and have nothing they owe me millions in chip not to mention the social aspect of it not being able to talk with friends-this is why i purchased the coins to enjoy the social aspect of the game more than the gambling part.

ive been treated like i was accussed of murder and that it i get no defense. In this case it their error and they refuse to answer to it my account still banned and what i paid for not rendered and they are 500 dollars richer not giving what i paid for and on top of that treated like a criminal and completely unethical way of handling this matter. i have spent way too long on this matter with absolutely no resolution no help no response generic rude response its absurd. The next step will be better business bureau consumer affairs. No one who spent money no matter how much should have to go through something like this being told basically to go screw myself due to their error they wont listen or respond to. never in my life have i come across a billion dollar company actting criminally in their blatant actions of non action and stealing peoples money blatantly. I want people to know never ever buy one thing from this company. 9 days and counting they have stolen my money and do not care to look into their mistake and make me pay for something i have never done.