Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 15th I noticed that my daily play bonus had dropped down to the beginning level of free coins. I contacted them and they claimed I didn't logon on 11/13 and so that dropped me back to the beginning. I sent them emails showing I had collected bonuses on 11/13. In order to collect bonuses, you have to log on and first collect your daily spin which is then multiplied by the number of days of consecutive play up to 25 days. That means I logged on on 11/12. I sent them screenshots and asked for the proof that they had for me NOT logging on. They now will no longer respond to me. This company rips off its players in many ways. I'm assuming this was done because I hadn't made a purchase in months and was just collecting my free coins everyday and using those to play. Attached is a screenshot of the email which clearly shows 11/13 at 6:39 PST as the date and time I got into the game.

  Business response

  11/22/2024

  Dear *****,

  We apologize for the frustration regarding the reset of your daily streak on the Daily Wheel Spin feature. Unfortunately, our records show that there wasn't a login on 11/13 which caused the streak to reset. After careful review of the screenshots provided, we see that our promotional email for Free Chips was sent to your inbox on 11/13, but that does not indicate player activity within the casino. When there isn't a login on a specific day, you will not receive chips for your daily streak. I hope this is helpful. Take care and good luck in the game!

  Customer response

  11/23/2024

   
  Complaint: 22591218
  
  I am rejecting this response because: You provide no proof that I didn't log in, yet I provided proof that I opened the email and clicked on the offer of free coins. I will make sure to complain to everyone and every outlet about you. I will no longer participate in your rip off schemes, because this isn't the only one. Go to h*** and steal someone else's money and time.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 12 of July I spun the wheel on Double Down got 85 total I then bought a ***** purchase cost me almost *****. I then started to play within 6 minutes I for some reason lost it at a ****** spin. I waited for a hour and got another free spin again another 85 total. I thought that maybe purchase another time and they may give me a proper amount. No !!! Spinning again and losing in another 15 minutes. **mething is wrong here. I thought about it all day and now I'm missed off. Because the only thing in a spin you get nothing I realized this is what they want me to do. I've losted over ****** in a month. Can you please find out what they are doing to make us buy? Forgot to say they sent me a 3x a few times. Ty ** Much

  Business response

  07/15/2024

  Dear *******,

  We regret to hear that your experience has not been what you had hoped for recently in the casino. We can understand it is very frustrating when you feel like you are on a prolonged losing streak.
  
  We can assure you that the odds are always the same for all players. Our games are built using a carefully designed mathematical model, and each is guaranteed to pay out at a specific average across all players over time. The odds of getting any particular outcome do not change from one spin to the next.Wins will ebb and flow similar to a real life casino experience.

  Our Customer Support team is available to assist when anything like this comes up. Please reach out to ****************************************** and allow us to assist you.

  
  We wish you lucky future spins!
  
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  while playing on journey stage won a large amount of coins on the game then it clicked out and didn't give me the coins I won! which was a large amount ! Want the coins I won!

  Business response

  04/25/2024

  Hi *****,

  We apologize for any frustration while playing Journey. In cases like this, it's best to contact our Customer Support team to look into the player activity and see if there's anything we can assist with. 
  We can be reached at ******************************************

  We hope to hear from you soon!
  
  
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spun the daily booster wheel and landed on 10 M. However, I was only issued $315k in credit. I took a screen shot (attached) and have gone back and forth with support and they refuse to acknowledge anything went wrong. How can that be when I provided evidence of my spin and credit? As a loyal PAYING customer, 10 M is like 10 spins for me but its the principle that they refuse to credit me with my proper win. I get the same, we dont see any issue on our end, excuse. Really? So explain why my wheel clearly says 10 M and I was clearly awarded only $315k?!

  Business response

  12/27/2023

  Thank you for reaching out to DoubleDown Casino and we apologize for any frustration regarding the Booster Spin. Occasionally you will see a graphics display error but the verified correct amount of chips were awarded to your account properly. If there's anything else we can assist with, please let us know.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/1/23 my wife on ******** account "******************" was playing Blazing Lava Bomb. She had 2.3 billion chips when she started. A few minutes she came to my office and said she lost all her chips. She probably had the game on auto spin. She thought she was playing ******* at a time but instead was playing 200 million a spin. She is so upset that she said she was not going to play again. She enjoys the game. The same kind of thing happened to me once but didn't have that kind of score to play with. Is there any way to get her chip score back or a large portion of it

  Business response

  11/01/2023

  Dear Mr. ***** *****************,

  Thank you for reaching out regarding this issue and I apologize for any trouble you experienced.
  I regret, I wasn't able to find a related customer support ticket. Did you have a chance to reach out to our team yet as we would be happy to research further.
  Please contact our Customer Support team with the account's Player ID from your in-game profile so that our agents can take look and see what we can do!
  Our support team can be emailed at:
  ******************************************

  Please include your BBB message and details in the message and we will keep an eye out to assist. Take care in the meantime.

  *******, Manager Customer Support

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Double Down Casino purchase price of the two receipts attached below $99.99, amount charged $119.98. This has happened on several occasions. Sometimes the additional $20 is added on, sometimes not. I have reached out to Double Down requesting refund on several occasions, Finally received a response (not much of one) that says we are not responsible and you need to contact someone else. The purchase was made through Double Down, nothing on their site says you might be randomly charged additional fees. Requested a copy of my account and refund of all overcharges but just keep getting same form letter response. No person that I can find to reach out to.

  Business response

  07/04/2023

  
  We appreciate your taking the time to provide a review on your experience playing our games; I am sorry for any frustration you may have experienced. It appears there was some confusion with the payment process. DoubleDown Casino is not a payment processor and therefore doesn't have the ability to provide refunds. We recommend reaching out to your payment processor ******** Apple, etc) for further insight into additional fees and charges as DoubleDown doesn't have access or any visibility into it.
   
  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This game app is a scam I uses it to relax instead they lied to You about playing free and then with the jackpot hours spent some much money not even one day I depend over $500 and they ate the chips so fast spent over ***** in this game instead of relaxing myself got more stress they are horrible once you make a purchase they eats those chips so fast that you end up feeling worst all this game should not allow to have people spend money is all a lie

  Business response

  05/31/2023

  We appreciate your taking the time to provide a review on your experience playing our games; I am sorry for any frustration you may have experienced. Our goal is to provide our Players the very best social gaming experience. If you have any specific questions or concerns please reach out to our customer service team. You can reach them directly at ****************************************** and they are always available to provide personalized service. Thank you.
  

• Initial Complaint

  09/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have purchased tokens with this company. A game malfunctioned. The company told me I was responsible for proving it. Then I wanted to make sure this game was rigged purchased tokens for 120. Betting 100 thousand tokens average payout was 4 to 5 thousand tokens. After reviewing their reports on ****** ********* of people are having the same issue. Also the person told me they have never had problems before. I consider this company fraudulent.

  Business response

  09/28/2022

  Hello,
  
  I am the Manager on the DoubleDown Casino Customer Experience team, and I would be happy to assist you. From your description of the issue, it sounds as if you were disconnected from the game. When that happens, it *** look like the game is frozen. I am sorry for the trouble.
  
  DoubleDown Casino is a little different than a lot of other games, as our casino is live and always updating - with contests, daily challenges, and chip balance syncing, our game requires a consistent connection to the internet. Sometimes the slightest interference from something like a neighbor's Wi-Fi or a cellular device can disconnect a player from the internet on any device.
  
  We take all reports seriously and when a player contacts us to report an issue with a game we always review if other players are reporting a similar issue and verify that our servers are performing as expected. In this case we can confirm that the game is working as expected and there are no issues with the game itself.
  
  While we cannot compensate a player for the full potential winnings that *** or *** not have been received if a spin had continued without disconnecting, as there is no way to know the potential results of a spin or bonus round, I do see that our support team was able to provide some extra chips to your account as a courtesy for the frustration.
  
  I can also assure you that the odds are always the same for all players. Our games are built using a carefully designed mathematical model, and each is guaranteed to pay out at a specific average across all players over time. The odds of getting any particular outcome do not change from one spin to the next.
  
  I hope this information is helpful and that you were able to enjoy the extra chips our team had added to your account. 

  Customer response

  09/28/2022

   
  Complaint: 18041396
  
  I am rejecting this response because:I did not get disconnected. I had all scarab. The last scarab landed in the middle of the screen and was stuck.
  
  Sincerely,
  
  ***************************

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