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Big Fish Response to Issues   Technical Issues

Started 9/26/20 by kat (vabreeze); 7046 views.
kat (vabreeze)

From: kat (vabreeze)



I thought I would share the emails I have received from Big Fish.  I have had a problem with them since August 29th (In Game Purchase thread).  I am afraid this is the future:

First email dated August 30:

Hi Kathy,

Thank you for contacting Big Fish Games Customer Support.

Our team responds to questions in the order they are received. Our response time is currently within 24-72 hours.

If you need to add information to your question, you can reply directly to this email.

Thank you for taking the time to write to us. We look forward to helping you.

The Big Fish Games Customer Support Team

Responded back to email on September 4, 9, and 21st asking where was my response to the issue:

Second Email dated September 21st:

Your request (3024995) has been updated. To add additional comments, reply to this email.

Big Fish (Midnight Castle)

Sep 21, 2020, 4:07 PM PDT

Hello there,

Thank you for taking the time to contact Customer Support. We are reaching out to Midnight Castle players who have written in recently.

We do sincerely apologize for this extended delay, as it is not the experience we know our players have become accustomed to, nor is it the experience we aim to provide. Our team is striving to do everything in our ability to catch up, but we know that it will take us some time to do so. 

We understand the frustration with this wait and we want our players to know that we want nothing more than to provide our support. In the meantime, all we can do is to thank you for your incredible patience and for playing our games. We hope that we can get back to providing the level of support you all deserve as soon as we are able.

New Levels (Unable to move past level 100)

Currently, the game’s content ends during quests once you’ve reached level 100. The makers of Midnight Castle are continuing to work on new levels, and hopefully we’ll see a new update in the near future with more to the story. We apologize for any confusion.

Download Issues

The makers of Midnight Castle are aware of issues with downloading the latest update to the game. If you have not yet, we suggest the following steps:

· If you're on a wireless network, make sure you have the strongest signal by moving closer to the source of the connection.

· To prevent interference that could weaken or disrupt the connection, make sure the router is in the best possible location. This usually means moving it away from walls and other obstructions or placing it higher up to avoid furniture and other large objects. Similarly, the router should also be placed away from large electrical appliances, such as stereos, televisions, and microwaves.

· If you are on a mobile device and using cellular data while playing, try switching to WiFi if it's available.

· Close any other background apps and programs that may be using up bandwidth, then try opening Midnight Castle again.

If you continue to see the same Download/connection issues, we do apologize, and hopefully the makers of Midnight Castle will be able to
...[Message truncated]
View Full Message

From: Honeyphan


Hey Kathy -

The one time that happened to me last Christmas season (Dec. 18), where they did not respond except for the automatic initial post (had to do with refund for a CE site glitched on purchasing), stating they got my ticket and would get back soon, I wrote again after more than 72 hours of not hearing, and all I got was the rating for the customer service, I wrote something back like "Customer service? What customer service? The issue was never resolved because no one got back to me..." (though I was more polite than this sounds) - I can't remember if I actually rated it (checked off the box) but I did respond to that email.

Immediately, within hours of that same day (Dec. 23), someone did  - he immediately refunded my money and apologized for the delay. (I looked up the emails to be sure of all this before I wrote it here. lol)

If I were you, respond to the "rate customer service" email and on that message let them know your issue was never resolved because no one got back to you about the purchase you made and never got.

Since they laid off so many employees, it might just be that they're struggling and are taking longer to fix issues, but hopefully, what happened to me will to you - and you'll hear back quickly and at least get your money back.

Also, would Elephant games have anything to do with in-game purchases, or is it only Bigfish who does that? Maybe try writing Elephant too (??)

I hope you get it all resolved soon!

kat (vabreeze)

From: kat (vabreeze)


i did click on the "bad" box and then mentioned I was still waiting for my items. We will see. 


From: lilredhood51


I know their response sounds canned and uncaring but it is good advice. As I said in an earlier post when the updates first come around I can't upload them on either my tablet or my phone. We live out in the country so I know that our phone signals are not the best as the cell phone towers are further away. We also have sattelite internet so I know that our download speed is going to be slower. I wait a couple of days and the downloads go a lot better. 

When you think about the millions of players that are trying to get the download at the same time the servers are going to get bottlenecked trying to accommodate everyone and move slower and slower.  It happens with the seasonal events too.

I notice at certain times of the day that the game moves like pond water. when it does I try to limit my play time. 

My husband used to work for a credit union. he told me that when 9/11 happened and everyone was watching the news on their computers the whole network crashed. it could not handle all the data that was being pushed through the server for all those computers to be on the internet at once. Granted they did not have that big of a system since they were a local  credit union but the principal is the same.




Let's all remember that MC and BigFish are in this Pandemic with us and have loss of employees and much more work (so many more people are home and playing games). We have to be patient and thoughtful of others.


WeeSam (WeesamNZ)

From: WeeSam (WeesamNZ)


I found that Big Fish's customer service disappeared long before the pandemic. They used to have great technical support, but let them all go some time ago. After that it just became the standard messages, and if you needed any help over and above that, good luck to you.

I remember a year or more ago when having issues I approached them and got the standard responses only. When I told them I had tried all those and needed a little more help they told me there was no help available over and above those messages, and to please stop emailing them.

It was at that point I went to Elephant Games themselves, and they helped me out.

Di (amina046)

From: Di (amina046)


Well I got some very kind and prompt  help from BF not long ago.




Hey WeesamNZ, although I have not had a problem in 3-4 months, I always received help when asked, sometimes it took awhile. And as stated before, BigFish has had some legal issues With large fine in their Casino games.   See under Seasonal Events, CCs and Updates on left side of screen.  Loss of staff due to COV-19. Their office in Washington was in one of the first  Hot Spots for COV-19 and did loose many employees for that reason. The company then decided to close that office. (not sure if close is temporary) and area is still in hot spot. 

there are many players that can help you with problems as well as material available. Just post under technical Issues and someone will get back to you.  



From: Wendulka


I contacted customer support about transfering my game to a new tablet in august, they never replied. I tried again 8 days ago and still no answer. It's frustrating because i have no way of doing anything about this myself, i have to wait for them to reply. Sadly i haven't been able to play for nearly two months now, except sending gifts to friends, my eye sight got too bad to see the game properly on my phone, so i got a new tablet with big screen but now i just keep waiting. Did anyone manage to get a reply from them recently?

Tammy27 (DoubleMsMom)

From: Tammy27 (DoubleMsMom)


Have you tried contacting Elephant Games? You'll find a link here: