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Papaya GamingThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/14/2025
- Complaint Type:
- Order Issues
- Status:
- Answered
This company refuses to pay out winnings earned in their app, constantly pushing back the date when it will be processed. The app said 3 business days, then the email said 7 business days, then I needed to verify my account which would only take a minute, then it became 14 business days, then it became 14 business days from when I verified. There is no reason for this, this company has had all of my documents and processed deposits immediately. Its only when I can finally cash out that they stop responding and cant work in a timely fashion.Business response
01/15/2025
To whom it may concern,
We acknowledge receiving the complaint and would like to address the customers concerns.
As we detected multiple accounts for that customer, we had to suspend all linked accounts to align with our Terms of Use (which prohibit the use of multiple accounts).
Please note that we have extended a gesture of goodwill and processed the payment.
All the best,Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This company owns a game called solitaire cash. The game promises money when you win after betting within the game. *** won money that isnt counted as bonus cash, but the app wont let me withdraw my winnings. Ive submitted tickets and they are automatically closed. Theres no way to contact them and get the money Ive won.Business response
08/02/2024
To whom it may concern,
We acknowledge receiving the complaint and want to address the customers concerns.
We want to clarify that Bonus Cash is a useful tool in the game, which can be used to participate in tournaments but cannot be withdrawn. However, winnings gained by using Bonus Cash can be withdrawn.
After reviewing the customer's account thoroughly, we can confirm that all winnings and the way they were disbursed are in accordance with our Bonus Cash policies.
We also reached out to the customer directly and offered a sincere apology for the delayed response to his queries.
We invite them to continue corresponding with us should they need further assistance on this or any other matter.
All the best,Initial Complaint
05/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was scammed with unauthorized transactions.Business response
05/19/2024
To whom it may concern,
We acknowledge receiving the complaint, and we would like to address it.
We want to clarify that customers cannot be charged without their direct involvement, as each purchase must be submitted to the application via their device.
Additionally, customers are not required to make in-game purchases to play and can enjoy our free tournaments. Our game also offers more advanced and challenging tournaments for cash, which requires funding their game account.
We carefully reviewed the case, and the customer made several in-game purchases.
Nevertheless, please be assured that the issue has already been resolved positively.
All the best,Initial Complaint
05/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Although I have used the Solitaire Cash app on several occasions, I had a number of charges attempted on my Paypal account from ********************** on the 8th and 9th of April, 2024 that I did not initiate. This resulted in charges to one of my credit cards as well as a negative balance in my PayPal account. I did contact Papaya regarding this issue, and over the course of a week, they took some information from me, then informed me that they would not refund the charges. As stated before, I understand how the app works, but on those particular two days, I did not initiate those charges.Business response
05/16/2024
To whom it may concern,
We acknowledge receiving the complaint and want to address it.
We want to clarify that customers cannot be charged without their direct involvement, as each purchase must be submitted in the application via their device.
Nevertheless, please be assured that we aim to resolve this matter positively as quickly as possible and are in direct contact with the customer for further treatment.
All the best,Customer response
05/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I need them to refund me four different transactions to my bank.Business response
05/02/2024
To whom it may concern,
We acknowledge receiving the complaint and want to address the customers request.
We want to clarify that customers are not required to make in-game purchases in order to play and can enjoy playing in our free tournaments. Our game also offers more advanced and challenging tournaments for cash, which requires funding their game account.
We carefully reviewed the case, and apparently, the customer has made several inadvertent in-game purchases.
Please be assured that the issue has been resolved, and the funds were returned to the customer.
All the best,Initial Complaint
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Regarding bingo cash: they claim there game is fair and equally competitive however, how is it they put players ranked 376 with players ranked 114 and expect a fair outcome. This game is so rigged! They pick and choose when they will call your numbers and give you boosts. How is it my game has zero double scores but someone else ends with twice as many points clearly getting a double score boost.Business response
04/28/2024
To whom it may concern,
We acknowledge receiving the complaint and want to address the customers concerns.
******************** uses skill matching to pair customers with other players with similar skills. In each competition, all participants receive the same Bingo Card and put their skills to the test. The individual who better uses their skills to accumulate the highest scores will be the winner.
Due to a misunderstanding, it appears that the customer is conflating our game Experience Points level with skill level. To clarify, customers are rewarded with in-game Experience Points for every tournament they participate in, regardless of their ranking in the tournament, and those do not correlate with skill level.
We have also been in direct contact with the customer and invite them to continue the correspondence with us should they need further assistance on this or any other matter.
All the best,Initial Complaint
04/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
SCAM!!Let me tell you about my awful experience with an online game. I tried it out on January 14 and managed to cash out $10 just to see how it works. But when I tried to withdraw $801, they said no and claimed I had THREE other account, FALSe.I tried to contact them, but they ignored me until February 12 when they finally replied, saying they closed my account because they thought I had multiple accounts, which I didn't. They never asked for proof or anything.When the support finally contacted me back, she stated, "Unfortunately, these actions violate our terms of service and we will hold the right to deny you access to making purchases and playing real money tournaments due to the risk presented to us." But then they send me notifications every single day at different times to deposit money and come play WITH THE SAME ACCOUNT! Literally sent a notification to MY phone this morning. 4/5 notifications a day for a game that I cant withdraw? Fishy I've never shared my phone number, email, or bank account with anyone else who tried to play. They never asked me to verify my identity or try to resolve the issue. They just shut me out.I doubt I'll get my money back, but these guys need to be reported. I earned that money fair and square, and they're still trying to get me to deposit more money to play. It's not fair. The game was advertised on Spades Royale, where I play for free. Watch out for these shady gaming platforms. A friend told me to report the problem to the Better Business Bureau, but I didn't think it would do much good since the company didn't seem to care about customers like me.It's really disappointing to have my fun cut short because of unfair accusations. I hope my story helps others be careful when they play games online. You've got to watch out for unfair stuff like this. Im going to also be using my large social media platform to warn people before they be in the same boat.Business response
04/15/2024
To whom it may concern,
We acknowledge receiving the complaint and would like to address the customers concerns.
As we detected multiple accounts (5) for that customer, we had to suspend all linked accounts to align with our Terms of Use (which prohibit the use of multiple accounts).
Please note that we have extended a gesture of goodwill and processed the payment.
All the best,Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have used the Solitaire cash app before however, there were multiple charges on two of my credit cards that I did not do. I contacted Solitaire cash and at first it seemed as though they were going to refund me however two days later, they said they would not issue a refund as they believe I made the charges.. again I have used the app in the past but Im very vigilant on when I have made purchases. Ive had to block my credit cards because Im worried further charges will occur that I will be held responsible for.Business response
04/10/2024
To whom it may concern,
We acknowledge receiving the complaint and want to address it.
We strive to provide the best possible skilled base gaming experience at all times, and a meaningful part of it is ensuring we review each query fairly and thoroughly.
We acknowledge and hold our customer experience playing our platform in great importance.
Please be assured that we aim to resolve this positively as quickly as possible and have already contacted the customer directly.
All the best,Customer response
04/20/2024
The merchant contacted me directly and issue was resolved. I consider this closedInitial Complaint
03/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I downloaded the app Solitaire Cash on my phone and commenced to playing the game. This site tauts the statement play and make money, withdraw winnings at any time.I commenced to playing the game. And a few days later I noticed a pending charge on my PayPal account for $15. I contacted PayPal to file a dispute and was told that until Papaya completes the transaction I cannot dispute the charge. I believe fraudulently Papaya charged my PayPal account given I chose that as the account to receive my winnings. After reading multiple complaints on the App website, here on BBB I feel my best course of action is to file this complaint.Business response
03/21/2024
To whom it may concern,
We acknowledge receiving the complaint and want to address the customers concerns.
Due to an apparent misunderstanding, the customer attempted to make an in-game purchase that was confirmed on both ends as unsuccessful.
The purchase in question was in a hold status by the payment method provider, which was automatically released once the hold was voided.
Please be assured that the matter was resolved, and therefore the funds were already returned to the customer.
All the best,Customer response
03/26/2024
Complaint: 21443263
I am rejecting this response because: the company misrepresented the transaction they initiated and placed a hold on the funds. There were sufficient funds in the account for the charge. However they did not disclose they charge you to play the game until this charge.
Since lodging this complaint they have since released the hold on the funds. They tout misleadingly that playing the game you can withdraw winnings "no fees". Very misleading
Sincerely,
*************************** ******Business response
04/02/2024
To whom it may concern,
We acknowledge receiving the response and want to address it.
We would like to clarify that customers are not required to make in-game purchases in order to play and can enjoy playing in our free tournaments. Our game also offers more advanced and challenging tournaments for cash, which requires funding their game account.
Due to an apparent misunderstanding, the customer attempted to fund her game account, an attempt that was confirmed as unsuccessful on both ends. We have also communicated with the customer directly, and all funds were released, and the money is with the customer, also confirmed by her.
Customers are welcome to contact our Support Team from within the App or our company website for assistance, and our Support Team can then address any questions or confusion.
We further advise the customer to continue the correspondence with us directly should they need additional assistance.
All the best,Customer response
04/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************** ******Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
the program uses bots to beat you . i have proofBusiness response
03/18/2024
To whom it may concern,
We acknowledge receiving the complaint and want to address the customers concerns.
Trust and fairness are at the heart of our core values as a company, and we always strive to provide the best possible gaming experience for all our customers.
******************** is committed to fair and enjoyable gameplay that rewards the skills of players. Our games are and have always been skill-based and are fully compliant with the laws where they are offered.
The customer in question installed our application in July ********************************************** December 2023. Note that we have not received any communication from said customer.
Customers are welcome to contact our Support Team from within the App or our company website for assistance, and our Support Team can then address any questions or concerns.We further encourage the customer to contact us directly should he need any assistance with his account.
All the best,
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
26 total complaints in the last 3 years.
14 complaints closed in the last 12 months.
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