Zynga, Inc complaints

This is Nichol of Zynga's Executive Relations Team. Your concerns regarding the missing 600 Billion Chips, game freezing, and unauthorized charges in Zynga Poker have been escalated to me for review. I'll personally handle your case and thank you for raising this to us. I'll help provide some information that will clear things up with the disappearance of your Chips from your wallet balance. Let me share with you the details of my findings. Fernanda, I understand your sentiments regarding the experience you had. I know you spent your hard-earned money on the game and even reached VIP status. Upon further investigation about your missing Chips, there is no trace here that could prove any irregularities with your Chip movement. Thus, the drop in your Chips is mainly caused by normal gameplay losses. Aside from that, I noticed that you're an active player who engages across table stakes and experienced a series of bad beats. Also, performance problems such as unresponsive or freezing pages are commonly recognized themes of player feedback, these are mainly caused by unstable internet or network outages. In other cases, it may have been caused by playing with an outdated version of your browser. To ensure a smooth gameplay experience, please the following troubleshooting steps indicated on this link: https://zynga.my/PokerTSforIOS With regards to your refund request due to unauthorized charges, we recommend contacting Apple Support as Zynga does not have direct access to player financial information and cannot process refunds for iTunes transactions. To request a refund, you should see a "Report a Problem" link next to the item you purchased. If this was a recent transaction, the link/button might not be available yet. Please wait for the payment to post or for Apple to send an email of the receipt before requesting a refund. App Store refunds typically take a day or two to process and you might get contacted by Apple Support to verify the reason for the request. For further assistance, you may reach Apple Support on this link: Apple’s Support link: https://support.apple.com/contact

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Thank you for the response. Zynga strives to provide a fun, positive online gaming experience for all players. We understand you are concerned about your recent Zynga Poker purchases. You have the ability to request that we suspend your account's payment options for Zynga Poker. By confirming your request according to the instructions in this email, your account, ZID: 36514523859, will no longer be able to make purchases related to Zynga Poker and you will not be able to do so using this account. Further, you understand that we will be unable to reinstate your ability to purchase at a later date if you change your mind. To confirm this suspension, please reply "yes" to this email to confirm that you have read and understand this message and agree to us suspending your account's payment options. To withdraw your payment suspension request, please reply "no" to this email. You are a valued member of our gaming community, and we encourage you to keep gaming a fun experience as part of a balanced lifestyle.

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Hi Fernanda, This is Cherry of Zynga's Executive Relations Team and your message regarding your missing 1 Trillion Chips in Zynga Poker has been brought to our attention for review. I'll personally handle your case and thank you for raising this to us. Fernanda, I'm sorry to hear that your game constantly freezes which causes your Chips to disappear and prevents you from completing the Watch Series. I know that you spent your hard earned money on the game and even reached VIP status. We appreciate your continued support and loyalty to our game. That's why we granted you the amount of 180 billion Chips as a one-time courtesy when you contacted our Support team on December 05, 2023 through reference #17919658. As I further investigate, it appears that your last purchase of Gold was on 2023-12-05 13:55:31. I also studied the flow of your Chips from that date up to this writing. I noticed that you experienced a series of losses. To share details, it's rare for Chips to go missing from an active account. Your Chips were lost through normal gameplay. Please see the record of your biggest losses in the game: Date Time (PST) 2023-12-09 15:11:28.333 Hold'Em deduction -87,900,000,000 2023-12-09 13:47:57.12 Omaha deduction -400,000,000,000 2023-12-08 15:07:18.637 Hold'Em deduction -500,000,000,000 2023-12-08 15:39:04.832 Hold'Em deduction -115,000,000,000 2023-12-08 15:56:51.831 Hold'Em deduction -398,800,000,000 2023-12-08 17:44:16.769 Hold'Em deduction -142,500,000,000 2023-12-05 17:58:09.897 Hold'Em deduction -167,456,886,465 2023-12-04 09:16:44.414 Hold'Em deduction -324,050,000,000 2023-12-04 04:32:37.70 Hold'Em deduction -185,000,000,000 2023-12-04 04:28:59.703 Hold'Em deduction -160,000,000,000 In regards to your Watch, I am unable to see any discrepancy. It shows that your Watch counter has been progressing according to your gameplay. I understand that this feature is challenging and becomes more difficult the further you advance in the game. I know how much you want to complete your Watch Series however, I'm unable to grant your request. This is to keep a fair environment for everyone who is as avid as a player like you. Let me share with you an article on how you can accumulate more Watch Points: https://zynga.support/PokerCharge Regarding players who display inappropriate behaviors, you can take part in preventing them from completely ruining the gameplay experience of others by reporting them within the game. You may refer to this link on how to report: https://zynga.support/PokerBotsCheaters Additionally, I highly recommend that you update your game to get the latest version, or you can refresh the game once or twice to keep you connected. For more information on this, you can visit our support page for related troubleshooting steps that you can also try to resolve the setback you're having. https://zynga.my/PokerTSforIOS For your future gameplay concern, you may contact our Customer Support from the link below: http://zynga.my/ContactSupport Thank you for your understanding. Regards, Cherry C. Zynga Executive Relations

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Hello Fernanda, It's me again and we received your new message, sharing your honest feedback. We sincerely apologize that your playing experience was negatively affected by the behavior of other players. I understand your sentiments as I am a player too. Please know that we do take reports like this seriously. It may take time to review the reports we receive to make sure we handle every single report with care while enforcing our Community Rules. Rest assured that players who are determined to be violating Zynga's Terms of Service will receive proper action. Thus, we encourage you to please continue to use our report abuse tool within the game, for us to properly investigate. Going back to your missing Chips, your account was reviewed multiple times, however, the result is the same. Significant losses took place, which were then deducted from your account. We're unable to return those Chips as they were lost through regular hand play. We appreciate your feedback and we are continuously working to improve the game to provide a fair and more enjoyable experience to all. Thanks for your time. Regards, Cherry C. Zynga Executive Relations

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