Big Fish Games Customer Service

User Reviews, Ratings and Comments

Big Fish Games customer service is ranked #125 out of the 640 companies that have a CustomerServiceScoreboard.com rating with an overall score of 54.78 out of a possible 200 based upon 132 ratings. This score rates Big Fish Games customer service and customer support as Disappointing.

NEGATIVE Comments

108 Negative Comments out of 132 Total Comments is 81.82%.

POSITIVE Comments

24 Positive Comments out of 132 Total Comments is 18.18%.

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Viewing Big Fish Games customer service complaints
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Please Help I Have Two Games I Purchased And Can Not Download. Big Fish Doesn't Recognize My Email Or Password. I Went Round & Round With The Change The Password, Sorry Didn't Work. I Just Want To Down Load The Two Games I Just Paid For....anne Julianello. Your Help Is Sincerely Appreciated.

6/17/13 5:06 Pm Est

auntieannie62 6/17/13 2:11PM
big fish games customer service goes beyond sucking!!!! You can't reach them ever! I am actually going to end my time with big gish games because i can not stream a game and i am paying to stream games i keep getting told the server is down plus i am using my wii as a computer and whenever i try to play a game i have bought it won't let me so I have tried to contact bigfish by phone which is near immpossible I still havent heard from anyone or reached anyone, so I am going to close all of my bigfish game accounts and post on facebook on how disappointing bigfish games is I know several people who are gamers that are going to close theirs as well since bigfish makes it so hard to contact to fix their problems goodbye big fish from cfelts84 and mtyler86 look for your commercial on how much this company sucks customer service wise soon posted on both face book and myspace

mtyler86 6/12/13 11:25PM
i am no longer playing the game i bought in fish games for about a year. i want to delete the account on fish games but i dont see where to delete it and the fish game is taking a money out from my account every month! i want to delete it! How?!

vanie 5/31/13 5:30PM
i bought a game from bigfish after some time we had to change our computer and the account using which we signed up on bigfish got deleted but still they charge the money every month.when i tried to contact them there was no phone no there and there was no option to delete the account.i am very unimpressed and would not reccomend this website to buy games and get there money stolen every month to anyone at all

anirudh mallick 5/27/13 1:38AM
why am I having such a problem downloading the game I purchase,and never had a chance to enter code pass word, would also like to know why it takes up to at lease 4 hours to download thanks

Anonymous 5/17/13 4:25PM
I've been amember of BigfishGames for some years now. Any time I have had any issue, I have received resolution with one exception (technical issue) which I am sure will be resolved also. As far as monthly charges, no you are not paying monthly for one (1) game. Your payment is for a game credit. If you do not want to participate in the membership, you can cancel your membership. BigFish will gladly reimburse you if you contact them within a reasonable amount of time. I am not a BigFish employee. I do understand how you can misread, misinterpet, or just not read the agreement which asks for your credit card information once you create an account. Hope this helps. If I am wrong, then there has definitely been a change in customer service and there willingness to accommodate their customers.

mikki37 5/14/13 3:23PM
tried to cancel my account 2 years ago i am still getting billed each month.i am not impressed

cozza6.60 5/1/13 3:24PM
My name is Sherlyn Ryan email is My accout is not activated, but you keep charging me. Please credit my account. I have not been activated for several months. I think you need to look at your records and credit my account accordily.

Thank YOu,

Sherlyn Ryan

jamulryans 4/30/13 9:08AM
To HJ,

I've cancelled my account like 4 months ago and on the Big fish game account it's saying it's cancelled but yet i've been getting charged every month and no one is available to talk to. This company is VERY SHADY. Sounds like I'm not the only one this is happening to.

Carust35 4/25/13 5:49PM
Can somebody tell me how I can cancel continuing monthly payments taken from my bank account via a debit card (number having been given when I purchased a game. The phone number seems to be foreign,and looking at the postings shown I don't think I will have much luck if I e-mail them. I live in England and would appreciate some advice on this matter.

Granny Elephant 4/9/13 6:01AM
I can't find a toll free number or an email address for customer service. Please send the information I've requested by email.
Thank you.
Patti Hurn

patti1408 3/24/13 11:37AM
I am being charged monthly for games that I did not ask for. Why is this happening? I want to keep only the games I already paid for and unsubscribe from your club. I feel I'm being ripped off. Take me out of this program now. I can't unsubscribe on line because it won't let me.

none 3/21/13 5:26AM
Since March 4, 2013, i have been trying to get Big Fish to refund $6.99 that was charged to my bank account and there has been no luck. They claim that there might be a second account but they want me to furnish information that i do not have in order to do so. I gave them all the information i have, still no luck. Now they want me to go to my bank and get further information. The reason i refuse to do this is because if they charged MY account then they have my information and have seen that i have not purchased anything.

grandchick@hotmail.com 3/14/13 12:24PM
Big fish bought Ace casino. Ace casino was a great game app. that cared about fair play and there customers. Since Big Fish took over its all about squeezing every dime out of there users they have sales but on those occasions they the. Stack the odds. I myself hit a jackpot then the program glitched and took it back I contacted Big Fish and they did nothing so I contacted them again and they would not respond to my emails I had even sent screen shots of what had happened and still nothing. From people I've met on the game this is very common others have said beware of saying anything because they'll ban you and keep the chips that you've payed for this app use to be great but it's no longer people are leaving everyday dont waste your time or your hard earned money.

Rusty 3/14/13 12:51AM
cannot get this company to respond.to any of my requests.charges are being made to my account.want them to stop.it was easy to join the club, why can't it just as easy to cancel?

Anonymous 3/13/13 11:40AM
please help me understand..I purchased nutcracker Christmas Storie.Do I pay for this @ month or was it a one time pay?I sent my computor to HP for a complete cleanup,I no longer have this or any of my big fish games on here,or any games.....Do I still have to pay? I had great ones on here from your co. too. Also will you be releasing some of
these offered games for sale at Walmart or a competitive store?

Anonymous 3/8/13 2:32PM
i want to cancel this account i dont even use these games i think someone else did i need to cancel asap thank you,miss shirley

bosslady56 3/4/13 5:14PM
Trying to reach someone with BigFishGames to cancel an acct. that I wasn't aware of for $35.00. I usually only play free game!! Justin C is checking into it but I haven't heard back yet and I need to gett ahold of the bank.

Tha acct. I want to be reimburst because I think it's at your end? I know it will take up to 72hrs but I want this cancelled as quickly as possible...

Kathleen L Ramey

Complaint 3/1/13 1:53PM
I am paying for a game every month that I don't want anymore. First of all, I thought you just pay one time, not every month. You can have the game back. I will not be paying for it anymore so credit my visa for the month of January.

Thank you.

bobbiecarol 2/17/13 3:39PM
this website sucks for charging people if they are not playing the game they bought anymore and have uninstalled it and even take money from your account its not fair and someone should do something about it sue them or even change your account number so they cant charge you no more i guess that's all i have to say.

HJ 12/28/12 2:48PM
completely disappointed. I was inquiring about being charged for a game I did not order nor did I receive it. On the charge to my credit card it doesn't even have what game it is. They sent me to their "expert" and expected a charge of $44 if I was satisfied when I am already dissatisfied. I think maybe I am being charged for games and working the percentages that I won't notice it. What a con game.

Anonymous 12/27/12 5:30PM
complete crap. this company robs people. they don't let you cancel your online account and if you do call to cancel they lie to you and continue to take your money even though they tell you it's cancelled.

idiots everywhere 12/23/12 6:11PM
still being charged 6.99 a month! i never write reviews either, but this is rediculous! I cancelled my membership motha ago, and even my bank account info on their website! still charging me!

Anonymous 12/8/12 9:10AM
****** company ! They sell products didn't works ! No free phone number to call you. And you put people members even they DONT WANT ! and then you grab money in our credit card.

VERY BAD and illegal Company!

brador 11/29/12 1:52PM
Until recently, I have had no problems with Big Fish. NOW! I cannot access my account to purchase new games. Have tried to reach BF for assistance. One response was that I would be contacted in 72 hours. WOW! That time has been passed with no response whatsoever. Have read on-line about various things to "try" but none have worked. Think I will just give up on company. Terrible customer assistance.

blue 11/28/12 10:03AM

Submit your comment >>
Hi all frustrated BFG account holders out there that are trying to cancel...there is HOPE for you all. I too had major problems trying to cancel an acoount via the website instructions,until I actually got in touch with the customer service dept directly. I must admit it was a chore to find the direct phone number, but once i was able to speak with an actual human being all my problems were smoothly and quickly resolved. What I assumed was going to be a major problem with canceling my account was actually simple! I spoke with a billing representative named Josie, and my situation was resolved in a matter of less then 5 minutes. No problem!

Thank you Josie!!!

cotton789

cotton789 4/30/13 2:25PM
I have been playing Big Fish Casino for many months on my IPad. My

Friends code is & my user name is . I have downloaded

the latest update of the program, but I'm having problems. Although my

profile says I have over 2 Billion chips, and I'm top of the rich list,

each time I try to play a game I am told I don't have enough chips to

play and do I want to buy more chips. I have spent thousands of UKP on

the game, and I enjoy it. Please can you check my status, and let me

join my many friends as I enjoy it very much.

Thank you, Anthony Branscombe

JEEWOOST 4/24/13 11:37PM
I could not get the games to load to my new computer, kept getting error message. I went back and forth for weeks with customer support via email with no success at all. I finally requested a refund for my monthly fees paid and for the purchase of games that could not be used. I then received a phone number that was for the payment center, they corrected my problem the first day. use option 1 even though it is for the payment center,

vettelady 3/15/13 6:19AM
I could not get my games to load to my new computer, kept getting error message. I went back and forth with support via email for weeks and nothing was done to correct the problem. I finally requested a refund for my monthly fees and for games purchased that could not be used. I then received a phone number for assistance, , choose option 1 even though you are being sent to the account payment center. They corrected my problem the same day.

vettelady 3/15/13 6:13AM
The woman was a huge help. She answered a question for me that I couldn't have imagined was going on in my bank account and she was spot on!

Chatty222 2/11/13 11:45AM
I have never had a problem with them taking money from my account. I know how to cancel service, go to your account and click cancel... Hmmm, pretty simple huh? To all of you that bash on BF... I say learn to use your computer, don't rely on someone else to do it for you. BF has never taken from my account unless I say it is ok. I have been with BF for over 4 years, never a problem. Keep up the good work BF!! Love ya! :o)

j_clark1971 1/25/13 2:25PM
I just wanted to let you know that I have been playing with your games for several years now and I have been completely happy with your services. I have joined other game sites but none of them beat Big Fish when it comes down to having the best games around!! Even in these difficult economic times paying $6.99 for a game is cheap compared to going to a movie...and the enjoyment lasts much longer!!!

marebear70 11/28/12 6:53AM
I love big fish games; however the $6.99 monthly fee for games became a bit much for me. Calling to cancel my account was not a hassle. The representative was friendly and even credited my unused portions back to my account! ... Big Fish Games, I will be back!

lyfe101 10/24/12 5:45AM
I just called these people and got right through. If you press #9, you should get right through. The representitve I spoke with was VERY helpful. He took care of everything! I hope this was helpful.

Anonymous 10/2/12 11:14AM
Big Fish have always been extremely helpful whenever I have had a problem with a game (which is rarely). They always email back promptly and have also always kept working to make sure my problem was solved.

I can honestly say I was very surprised to see all the bad comments. I have never had any viruses or anything from the programs. They're very friendly and you know you're talking to a real person! And my mum is always saying how good they are, and she's hard to please!
(And no, I don't work for them or anything. Just thought I should spread the word that I have had nothing but good encounters with them as I was shocked to read all these negative comments.)

Anonymous 9/13/12 6:55AM
I dot understand why everybody has such a hard time with Big Fish, I have been using them for about a year or so and I have never had a problem with games except one that was designed for an older version of windows and that was my fault for not reading the requiremets. I called and they gave me my credit back in less than 20 minutes and they let me keep the game not that it will work on my computer but will work on my kids. I like them and I don't have any complaints.

mrsmoody2011 7/11/12 12:30PM
I have been a customer of Big Fish for years without any problems regarding supposed Trojans or viruses. Their customer service is "fantastic" and have always responded within 24 hours of any request that I have put in. Incredibly friendly and knowledgeable. I have purchased about 50 games of theirs and always play the free time before purchasing just in case there are play issues, out of 50+ games maybe 2-3 had to be deleted because of hangups but always get a refund from Big Fish when so. It is not Big Fishes fault if you fail to read your installation instructions or membership requirements. HAPPY CUSTOMER!

Fisher 7/7/12 4:37PM
I asked them to stop payment, but did not realize that by making multiple accounts my card was being charged every month...I was mad, but it was my own fault. The guy I spoke with on the phone was very helpfull and refunded me, and explained how it all works a little better. Very understanding! Thank you

mmaccune 5/22/12 9:43AM
i brought a game a then saw that big fish games had been taking £5.39 a month with out me knowing i had only brough 1 game any way i looged in to my big fish account and emailed them (u have to be loged in) and i never got a reply but a few days later they had refunded me the whole lot they had taken it was much easier then i though it would be

refunded :) 5/15/12 12:19AM
I got through to an agent with very little hassle with their automatic phone system thingie. The agent spoke excellent English, understood the issue immediately, and promised me a resolution. His out-of-the-box-thinking gave me a resolution that totally worked, solved the issue on the first call, and was exactly what I needed.

Seems like often all a company hears is the negative feedback, so I did want to mention this very positive experience. I wish they'd just put that phone number on their webpage so I didn't have to hunt for it, but once I got through to a human, it didn't take long to get my problem fixed.

Anonymous 4/24/12 12:22PM
I joined Big Fish games.about 6 years ago and have about seventy games if not more as you can tell Iam hooked on games, unfortunately they crowd up my work space and slow down my pc. so today I am moving them onto another pc that is good just older(an xp) Big Fish Techs. are going to help. can't wait.Ive never been misled or agreived by them. they are always polite and helpful.

aleta1 3/29/12 9:08AM
I had a very smooth transaction with Bigfish Games in getting a refund. I used the online chat function, and once I told the representative that it hadn't been clear that a monthly charge was to be included with purchase of a game, and that I obviously had not accessed my account since purchasing the game 3 months ago, thus with no awareness or intention of using credits, I asked for a refund. He initially offered for a refund for the past month, but I told him that I preferred a complete refund if that was at all possible. He obliged immediately and cancelled my account as well to prevent future charges. I have yet to see if charges will still be made, but so far the money has been refunded back to my bank account. Additionally, I saved the conversation for evidence in case I have any trouble with them in the future. They do e-mail you a receipt of the transaction, though, so there shouldn't be any problems.

Anonymous 3/20/12 7:43AM
Well, I had a little different experience. I was able to reach them thru a chat window. It took about 10 minutes to get a rep online and when I did, the rep was helpful. Basically I asked her when and how I got signed up for a monthly service and can I get my bank account credited for the months I did not sign up for. She answered the first question very accurately and credited my bank account for both months I was charged without any resistance, drama or annoying offers of future discounts or specials. I won't be so quick to bash them.

Anonymous 12/14/11 10:16AM
I've been with Big Fish on and off for 4 years. I've never had any problems with them. they answer the phone call in 5 rings and will talk slow and clear. He's their phone # I used 1-206-5753 or just use your computer and type in "Big Fish Games phone number" I just love Big Fish Games. Dragonlady

Dragonlady 11/3/11 1:10AM
Had an issue with incorrect billing. When a game I was playing went onsale I purchased it through inapp. I didn't know you couldn't do that. I contacted Big Fish through their web site and they got back to me the next day. They were very helpful. Love Big Fish!

Redlemons 9/26/11 11:52AM
Just a few positive comments about your customer service, I had tried in the past few months to call and was unable to get thru, however today, I spoke to two represetnatives who were not only friendly but extremely helpful as well..if I were grading them, and one was "Ben", I would give him an A+++++, he was terrific!

Thank you,
Sincerely,

Carolyn Kelly
ckelly343@yahoo.com

Anonymous 8/15/11 12:10PM
I was billed the membership fee of $6.99 today having not realized that I didn't uncheck the add membership box when I purchased a game from them, I called the number above and they were very nice about it, said they were sorry for the charge refunded it to my papal and told me how to avoid the mistake in the future. I am happy with their billing customer service.

Anonymous 7/6/11 9:45AM
I have a PC computer and wanted to know how to down load some of the games from my purchase history at big games to my new IPAD. I was told i had to purchase all games for the IPAD from the ITUNES. Even though you go to BIGFISH to buy for the IPAD, we have to repurchase. The support service said he had just bought an I PAD and found out what he told me. Maybe in the future they will be compatible, but now we just have to repurchase. He was very professional and answered all questions.

kathryn anne 6/13/11 9:53AM
I want to thank Lindsay and Bebe for their help when I called them on Oct.20th. One of my games was not working properly and they were so helpful. My game still is not working, but they graciously gave me a coupon for another game and I was so pleased that Big Fish and their representatives were so helpful.
I am very impressed with the prompt help I received. I love my new game...Word Zen. Thank you again, Lindsay and Bebe. I am thankful for everything you did to help me.
I will be buying more of your awesome games in the future.

Linda D. Lindauer

Anonymous 10/22/10 11:33AM

Submit your comment >>
First, I want to address a couple of fallacies I have seen on here. Big Fish Games does not distribute malware (games laden with viruses, spyware, adware, etc.). However, some games take a lot of RAM (memory) to run, so if your computer is lacking in that area, it's going to slow to a crawl with some of their games. Also, some antivirus programs may erroneously tag game executables as a virus because of BFG's habit of giving them names that are random letters. Every game that was detected as a virus by my antivirus program was later found to be a "false positive" (not really a virus but the software thought so.

That said, I will move on to my complaints about BFG. I am a long time member, buying from them from the time the company started.

Initially, BFG offered games that had been thoroughly tested and also had a variety of offerings. In the past few years, heavy emphasis has been placed on "hidden object" games, arguably the most popular genre, but because so many games are of this genre, many are mislabeled as "adventure" games to try to even out the glut. Minor annoyance.

Huge annoyance, and one that is ultimately going to cost them customers and reputation, is they are pushing out new games everyday. Not a bad concept, except the games they are putting out are buggy. Beta testers are reporting that issues that were reported were never addressed. In other words, their "beta testing" is a joke and not because the people who are trying the games aren't doing their jobs. Customer support replies with canned answers, wanting everyone to submit a "Dr. Felix" which is nothing more than a truncated "Speccy" or "Belarc advisor". When a customer's computer is shown to have the latest drivers, Direct X, Flash, etc., and the games still won't run, that's where it stops. They ARE great about issuing credits for poorly coded games, but the problem is, so many are bad, it's a struggle to use those credits on games that actually function.

BFG needs to stop worrying about pushing out new games every day and concentrate on offering games that will actually run. They need to expand their beta testing department (I volunteered for this years ago and have tested a grand total of 3 games) and actually listen to their testers' reports. If problems are reported, don't ignore them. And if those problems aren't addressed by the developers (don't take their word for it guys...test it out to make sure), it's quite simple...don't release the game.

People aren't going to stand for paying for an inferior product without protesting with their checkbooks and buying games elsewhere. BFG might be one of the biggest, but it's not the only place that sells games and truthfully, other places are doing a better job of releasing quality games. They may not release a new game every day, but in the grand scheme of things, that doesn't matter, ya know?
Mariel72 7/11/12 4:14PM
Big Fish Games prides ourselves in helping every customer individually so that we can present a suitable solution for any issue. We have an A+ rating with the Better Business Bureau (BBB) and will works hard to help every customer with any issue they may have when using our site or games.

We can be contacted directly at: http://bigfishgames.custhelp.com

Big Fish Games 10/21/10 10:29AM

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