Complaint Review: Big Fish Casino - Seattle Washington

On 10/25/14 I played BF Casino game won a significant 5 reels, max bet same icons which I did not receive credit for.  I submitted pictures, date, time & narrative submitted ticket to CS and was told that despite having pic they were not able to verify in their logs therefore would not be able to offer a credit.   This is not the first time this occured as you will note another incident further down which yielded the same results.   This was the latest response after I rebutted their initial deny of claim via support ticket.  Now CS wants you to jump through every imaginable hoop up to 1 week later.  The amount I SHOULD have won was the problem.  The pic showed 5 icons match but the win showed 0 which is inaccurate.  BF doesn't post anywhere that I've found what the payouts are on slots.  I've been told in the past to submit screenshots now Shaun is saying otherwise which is an example of double speak. 

• "  
  Thanks for following up, I appreciate it. We do not request screenshots for spins because, while they can at times be helpful, they ultimately provide very little context. Our logs consist of raw data, so we instead request the following:
   
  1) Date and time of a spin (within a 5 minute window)
   
  2) The amount it said you won
   
  3) How many chips you had at the time
   
  I appreciate you included the date and time, as this is easily the most important info so that we know where to start. With that info we can check our logs and make sure everything is sorted out as necessary. As it stands, the screenshot you've sent does not show a spin that we can verify in our logs because it's not the result it calculated. Everything happens on our servers: the result, the crediting of the chips, and so forth. Our servers push the results to your device, so each spin will have logged before it displays for you. If the reels do temporarily stop for any reason, this would effectively mean they haven't stopped on their own, and any spin shown would not be valid. As noted, a winning spin will have an amount and a highlight of the pay line. If it doesn't have this, it either means there was no win or the spin hadn't finished."

When I expressed concern with pic on FB wall after days of no response from CS there were countless others expressed similar experience.  Before they removed the post from their FB they finally admitted to having some tech issues and offered a measly promo code for inconvenience.  Their were many others who were given the same excuse and chips not credited or the situation rectified despite submitting a support tix with pics.  This continually happens and most recently when I posted a frustration I am no longer able to post on FB.  I guess I was banned for telling the truth and it seemed there were a large number of other people who had experienced the same therefore BFC removed the post so others couldn't reply with their experience or read what others experienced.  The dialogue stream was not vicious, name calling or anything else that would have violated their "community guidelines" other than the facts as they happened which did not reflect well in the way BF treats it's customers.  

I also experienced double charges against my credit card submitted to CS and as usual BF takes no responsibility.  They say contact iTunes or Facebook.  Hello the erroneous charges went to BF not iTunes or Facebook.   

I've played BF Slots for a few years and the last several months have experienced daily technical issues ranging from wins not crediting properly, scatters earned then booted from game, icons disappearing, spinning enlessly & never stopping until it eventually boots you from the game, loading problems, freezes, sounds of one game while playing another and the list goes on.  So much so that I have to play with a pen and paper to record every incident so that when I submit a support ticket I have proof. 

I've submitted countless support tickets to attempt to address each incident.  This results in having mulitple tickets at a time due to under performing BF servers.  I always get the canned response poor connection issues, WIFI connections aren't reliable etc.  I've been told that when you submit multiple tickets it slows their job down trying to link them all together.  Therefore when they see multiple tickets from the same email they delete or close out all but one.   They say if you have additional issues add on to existing ticket if it hasn't been responded too.  

At other times they say add if it pertains to this ticket if not open new so that they can track issues.  Bottom line they are talking out both sides of their mouth.   The weekend of 9/26/14 - 9/29/14  I experienced at least 10 different tech issues primarily scatters not crediting amounting to close to 35M.  Despite submitting pics was told they couldn't verify on their servers after research so it must be a connection problem & they don't credit for that.  

There are a very select few Support reps who get it like Geoff and will go the extra mile to investigate and compensate for losses.  The vast majority and most recently "Jordan" the way I have been treated basically calling me and my pics a liar has been dispicable.   BF is a bunch of nacissists who seek constant validation and praise #ThankfulTuesday regardless of what kind of job they are doing.  

This continually happens and most recently when I posted a frustration I am no longer able to post on FB.  I guess I was banned for telling the truth and it seemed there were a number of people who had experienced the same therefore BFC removed the post.   It is just not right the way BF treats customers with contempt yet will gladly take their money even double, triple charges just to line their pockets.