ComplaintsforGolden Hearts Games Inc.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I won over $900 10 days ago, I decided to cash out. I waited a couple of days and when I went to log back in, its at my account was closed. It told me to contact support, I let them know what happened and they said it was completely normal and I just had to send in my documentation proving who I was, sent in everything And I never heard a response back. I cant imagine it takes that long to look over some paperwork. Ive played on other social casinos and had my information verified in Minutes. I was told my winnings would be available November 3rd

  Customer response

  11/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********* *******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I won a large amount after paying in a lot of money and my account got temporarily suspended. I can not get a update from anyone, I am supposed to receive my payout today. I am desperately needing that money in my account today

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  There are 2 different cash outs I tried to do both were in September of this year. The first one I used there gift card service to try to cash out for a $60 red ***** gift card. I have yet to receive and then after that I had the option to be able to cash out $100 and I did this via ****** options. I have not received either and my account has been locked. It says to contact customer service through a ticket and states a response in ***** hrs. I sent in my first ticket on 09/21/24 and got no response. 4 days later I tried to contact through the confirmation email and no response I then submitted another ticket on 09/26/24, no response and again 4 days later tried to get intouch by replying to that confirmation email and still no response. I rightfully earned these and need to receive them.

  Customer response

  10/12/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Company claimed to be donating 2% of my purchases to charity. Will not provide me with a copy of my transaction history (locked my account) or any proof of donations made using my funds. This company is a complete scam and because I paid them using Apple Cash I have no recourse at recouping the money I spent under false pretenses (they did not hesitate to remind me of this fact on a phone call). I signed up for their services via their ******** page, which clearly states the charity aspect of their services. I was unable to locate any proof of *** donation records after tax year 2022. And again, the company will not provide. I would like a full refund for my purchases as I would never have engaged with a company like this or given them money had I known my funds were not being disbursed as promised or that I would be blocked from accessing my purchases.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My phone and wallet were stolen from me. The person who stole it made 950$ worth of purchases from this company. Ive contacted them. They keep ignoring me. I want a full refund.

  Customer response

  07/27/2024

  I have not heard from the business in response to my complaint. Theyve ignored all my emails. Have not heard from that at all.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I played games online with Golden Hearts Games and disputed some charges but I had actually made the charges myself. They are mad and closed my account and they owe me $300 for games I won. They say I owe them money when they didnt give me any money.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday Feb 12 I cashed out $240 of the winnings that I had won on their game they say it takes two business days to get your money. I have cashed out with them once before on the 1st of Feb and had no problem getting my money on time. When it came time to get my money this time I contact them once in the morning and was told id receive it by the end of the business day today Feb 14th. Well I contacted them again and was told that my payment card was now flagged and I could no longer make withdraws or make purchases until it was resolved so I tried to make a purchase and it was only denied because of insufficient funds they are just trying to keep my money I have provided everything that they needed my id, proof the card is mine everything but still they are not giving me my money. This should be fraud they have no right to hold my money they owe me. Can u please help me get my money from them.

  Business response

  02/15/2024

  Good morning,

  Please note that ****************** account was only temporarily suspending pending verification of her ID as she requested the email address associated with her PayPal address to be updated after submitting a payout request. ****************** payout request of $260.00 was completed on February 14th at 6:22pm ET and deposited into her PayPal account. This payout was 100% completed within our standard operating procedures of two (2) business days so it was in no way late and any delay was because we needed to verify ****************** identity before we could update the payout method.

  We believe this issue has been fully resolved and we would appreciate if ****************** would confirm that she received payment and this report can be closed as resolved.

  Sincerely,

  Support Team

  Golden Hearts Games 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello! I am writing to file a formal complaint regarding an issue I have encountered with Goldenheart Games and Rev ** I believe it is necessary to escalate this matter as I have been unable to obtain a satisfactory resolution through direct communication with the companies involved.On February 8, I made a purchase of a $25 package from Goldenheart Games in conjunction with Rev ** a reputable reward site. The purchase was made with the understanding that I would receive a reward as a result. However, there has been a significant delay in receiving the promised reward, and my attempts to address this issue have been met with no response or resolution.I suspect that the confusion surrounding the reward stems from the fact that I have multiple email addresses associated with my accounts. Additionally, it is important to note that my original name is ***, but I have chosen to use the name Asia in my interactions.In an effort to rectify the situation, I promptly provided the requested proof of identification to both Goldenheart Games and Rev ** Despite my compliance and efforts to resolve the matter amicably, I have not received any acknowledgement or resolution to date.This lack of response and failure to honor the terms of the purchase have caused me significant inconvenience and frustration. I firmly believe that as a consumer, I am *********** the rewards promised to me as part of the purchase agreement.I kindly request your intervention in this matter and ask for your assistance in facilitating a resolution. I trust that your organization's involvement will help bring attention to this issue and encourage Goldenheart Games and Rev * to address the situation promptly and appropriately.Enclosed with this complaint, please find copies of all relevant documentation, including proof of purchase, communication records, and proof of identification submitted.Thank you for your assistance in this matter.

  Business response

  02/13/2024

  Hello,

  Please note that we believe that this issue has been resolved as Ms. ****** has been awarded her reward from RevU and her account on ********************** has been permanently closed per her request. 
  
  That said, we feel it is important to note that the delay **************** experienced with her reward was due to her use of multiple names on her account and an email address that was different from the email address associated with her RevU account. It is our standard operating procedure to ensure that the account names and email addresses match before any reward is processed. This is necessary because rewards are unable to be recalled or canceled in the event that they are awarded to an invalid or incorrect email address. To avoid these types of issue and to prevent any unnecessary delay we do request photo ID so we can validate the accountholder's information. This is a very common procedure and **************** did not at first provide her requested ID, but as soon as she did we were able to resolve the issue.
  
  We consider this matter resolved, but we defer to **************** for her confirmation that everything is settled. 
  
  Sincerely,

  Golden Hearts Games Support

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/18 I signed up for an account on goldenheartsgames.com website using email address ************************* It wasnt till the next day I tried logging on and it said account deactivated, so I emailed customer service. On 11/19 they responded back saying I had 2 accounts under the same household; one under ************************ and another under **************************** Since it was a violation of their terms and conditions they closed the one under jenkennedy2323 and left the other account open. It did not make any sense to me because that other account was not my email address. After I read their email response it made it sound like I had played before, when I hadnt so I checked my bank account and thats when I discovered charges from their company. So on 11/24 I responded back explaining that the account under ************************ was not mine so please close that account and to refund whatever charges had been made. They may also check the ip addresses as well. Their final response on 11/30 said no refund because account ************************ was created off ***ip address provided by ******* and logged into 8 separate times except 1 time a login off ***** When I messaged asking why they deactivated my account it was supposedly the same **** as that 1 login. I explained my daughter made the account off an iPad and I must of sent the message off the iPad. I also explained I have no electronics under ******* so the information they have is incorrect along with the ip address they gave me. I completely backed up my request with supporting evidence and they stopped responding.

  Business response

  12/08/2023

  Good morning,

  On numerous occasions, our Support Team Supervisor exchanged communications with ****************** in an effort to determine the issue that she was reporting. As ****************** noted in her complaint, her account was closed immediately upon account creation because our automated system determined that ****************** already had an account on the ********************** website and per our Terms & Conditions, as well as very clear messaging on our registration page, we only allow one (1) account per individual and in the event that we detected a second account is created we reserve the right to close this second account.
  
  The reason that ********************** account was closed in that not only did it access our website from the same exact IP address as a different account in her name, but she attempted to use the same mobile phone number to verify the second account that was used with the first account. ****************** submitted her original inquiry to our Support Team and asked why her account was closed and asked that if we were going to close it she wanted a refund for all of the purchases that she previously made. Our Support Team explained to her in detail that her second account was closed, but that her original account, using the same name, address and mobile phone number, was still active and in good standing and she could continue to use it. ****************** then replied and suggested that the other account was not her account, but rather her daughter's and demanded that we refund the money that her daughter spent on the original account. We did not ***** the refund request because there was no indication that there was any issue with the prior account, it was in good standing and still active. Furthermore, all of the services that were paid for on the account in ********************** name, address and mobile phone number were delivered as promised.
  
  Our Support Team Supervisor exchanged numerous additional emails with ****************** in an an attempt to resolve this issue to her satisfaction, but it appears that she continues to disagree with the information we have on record that indicates that the original account belongs to her or belongs to a member of her family that had access to all of her information and used it with or without her permission.
  

  We have tried in good faith to work with ****************** on this matter, but we do not feel that any other remedy is available. Golden Hearts Games considers this matter fully resolved.
  

  Customer response

  12/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  This is an absolute lie. The information they provided was not correct. The 2 IP addresses do not even belong to me for one and for two they said one IP address was on the ******* network which I do not have. As far as the phone number I explained that is a number to my iPad and we use that so we do not give out our number it forwards any code to our phone which I gave you everyones phone number. The only information that belonged to me on that other email was my name is was not my phone number nor email. I will not stop until I get my money back even if I have to complain to the **** attorney general and any other site that will take my complaint. I backed up my story and the fact of the matter you allowed an underage individual to play on your site. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business response

  12/13/2023

  Hello,

  Unfortunately, we continue to disagree with ********************** suggestion of what happened with her account(s). As we noted in our previous reply to this complaint, we believe that ****************** created two (2) separate accounts in violation of our Terms & Conditions. She has since confirmed that there "was" a second account from her household using her name and her personal credit card, but changed her story to indicate that her daughter created the account and she is now trying to make a new accusation that we should have prevented her under-age daughter from playing games on our website and using a credit card to purchase our virtual currency so she could play more games.
  
  Although we are under no obligation to prevent individuals 13 years old or older from playing our games, we do take extra precautions to prevent children under 18 years old from playing our games. Not only do we ask for a full date of birth at the time of initial account creation, but we also explicitly call out that anyone playing on our website or playing any of our games needs to be at least 18 years old. This is prominently noted as part of the account creation process and the person that created this account not only provided a date of birth that indicated that he or she was well older than 18 years old (42 years old at the time of account creation), but also checked a mandatory box that acknowledging and consenting that he or she was at least 18 years old. Very few, if any social games companies like ours, require people to consent that they are at least 18, most require the individual to be 13 years old or older and almost no other game company requires individuals to provide a full date of birth, include year. Based on this we believe we did everything we could do to prevent any individual under 18 years old from playing on our website.
  
  As we asserted before, we believe we provided the service and experience that the person who created this account signed-up for an paid for. We do not believe ****************** should be *********** a refund either because she created and used this account and her credit card herself or as she suggests, her daughter lied about her date of birth and lied when consenting to our clear and unambiguous Terms & Conditions and then used her mother's credit card without her permission. We delivered the services that were paid for fairly, on time, and in accordance with how we market and promote our website and our games.
  

  Customer response

  12/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I never said anything about creating 2 accounts. Per your first email is when I was told there was another account with my name and I said if that is the case it was not me who made it. I have the emails here and its contradicting your statement that I told you. I never changed my story and I never said anything about it being your  responsibility for not allowing her to make account. As you see in my email your company provided me information about another account and I explained the best that I could on what happened. Why would I try to make 2 accounts? Per the emails of our communication we shared. It wasnt till I was informed by customer service about another account with an email address that does NOT belong to me. Im not blaming anyone. Im simply explaining the use of the card was unauthorized by individual under 18. What youre saying is its not your fault the person lied but it is your fault when you find out that they did and they used my card without authorization. So if this site has admitted knowingly to a person under 18 has played thats illegal. I have everything that backs up my statement. I even included a screenshot of an IP address that made the account which is not any of the ones you had on file. My next step is to contact the internet crime complaint center, FTC & Attorney generals office. This has gotten ridiculous and now youre lying about how the conversations went. Let me know if I just need to proceed by submitting my complaints to those authorities. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello Golden Hearts Games! I recently made many donations (total of $200) that I would like to be refunded. These donations were made and I request that they be refunded as soon as this complaint is see . I expect either $200 worth of coins on golden hearts games or $200 refunded to my card. My golden hearts games account is under ***********************

  Business response

  10/05/2023

  Hi ****************,

  I believe we have resolved this issue in a manner that was acceptable to you.

  Would you mind confirming if you are happy with the outcome?

  Sincerely,

  *****
  

  Customer response

  10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

*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. ↩