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Frequently asked questions
Cancel Big Fish: The Right Way
How to cancel Big Fish and reclaim your gaming budget in new zealand
What Big Fish is and why you might want to leave
Big Fish is a digital games platform and publisher that lets you purchase casual games individually or subscribe to Game Club, their monthly membership service. The platform offers points, discounts, early access to new releases, and free game credits to subscribers, but cancelling is straightforward once you understand the process. Yafee specialises in helping New Zealand consumers navigate subscription cancellations with clarity and confidence.
Whether you have finished your gaming backlog, found a better alternative, or simply want to reduce your monthly expenses, cancelling your subscription should be easy and transparent. This guide walks you through every step, from the cancellation process itself to your consumer rights under New Zealand law.
Why people cancel Big Fish
Common reasons include unused subscription benefits, preference for free-to-play games, budget cuts, or switching to competing platforms. Some players realise they are not using the monthly credits or discounts enough to justify the cost. Others discover they prefer purchasing individual games rather than committing to a monthly plan. According to Yafee's experience with New Zealand subscribers, many cancel after discovering alternative gaming platforms offer better value for their specific game preferences.
What you need to know before you cancel
Cancellation timelines vary depending on whether you subscribe through Big Fish's website or via Apple App Store and Google Play. Your access to subscription benefits continues until the end of your current billing cycle, but membership perks (points, discounts, free credits) stop accumulating after cancellation. Yafee advises keeping cancellation confirmation emails as proof in case of unexpected charges. This documentation protects you if Big Fish fails to honour your cancellation request within the statutory timeframe.
Big Fish subscription pricing and what is included
Game Club is Big Fish's primary subscription offering, and understanding what you pay helps you decide whether cancellation is the right move.
| Plan name | Monthly price (NZD) | Billing cycle | Key features |
|---|---|---|---|
| Game Club (monthly) | Approximately NZD $12-14 (converts from USD $6.99) | Monthly auto-renewal | 699 Game Club points, discounts on purchases, daily deal access, early access to new games, free game credit |
| Single game purchase | Varies (NZD $2-30+) | One-time payment | Permanent access to that game (no subscription) |
| No subscription option | Free to use | N/A | Browse, download, and play free-to-play titles without membership |
Big Fish charges Game Club in USD and converts to NZD at checkout using current exchange rates. Select NZD as your currency on the payment page to see the exact price you will be charged before confirming. This approach helps you avoid surprises on your credit card statement.
Is game club worth keeping?
The monthly cost typically equates to NZD $12-14, depending on the USD to NZD exchange rate at the time of billing. If you consistently use your 699 monthly points or take advantage of the daily deals and early access, the subscription may justify itself. However, if your games library sits untouched or you prefer purchasing individual titles, cancelling frees up money for other priorities. Yafee recommends reviewing your last three months of Game Club point usage before making your final decision.
Your consumer rights and what they mean for you
As a New Zealand consumer, you are protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 2020. These laws ensure that Big Fish must honour your cancellation request, refund any overpayment, and cease charging you immediately upon cancellation.
Your legal position under new zealand law
Under the Consumer Guarantees Act 1993, you have the right to cancel a subscription service within a reasonable timeframe. Big Fish must not charge you after you have submitted a valid cancellation request. If the company continues to bill you after cancellation, you can lodge a complaint with the Commerce Commission, New Zealand's primary consumer protection authority. The Fair Trading Act 2020 further requires that Big Fish clearly disclose cancellation terms at the point of purchase. If these terms are not transparent, the Commerce Commission can take enforcement action against the company. Yafee emphasises that you do not need to provide a reason to cancel, and Big Fish cannot refuse your cancellation request or apply penalties.
What happens if Big Fish refuses to cancel
If Big Fish does not process your cancellation within 5 business days of your request, or if you continue to be charged after cancellation, contact the Commerce Commission directly. You can lodge a complaint via their website or by calling 0800 943 600. The Commerce Commission will investigate whether Big Fish has breached the Consumer Guarantees Act or Fair Trading Act. In the meantime, contact your bank to dispute the charge as an unauthorised transaction. Your bank can reverse charges and provide you with a provisional refund while the dispute is investigated.
How to cancel Big Fish via the website
Web-based cancellation is the most direct method and applies to Game Club subscriptions purchased directly from Big Fish. Yafee recommends this approach because you control the process completely and receive immediate email confirmation.
Step 1: log in to your Big Fish account
- Open your web browser and visit the Big Fish website (bigfish.com).
- Click the account icon or login link in the top-right corner.
- Enter your email address and password.
- If you have forgotten your password, click "Forgot password?" and follow the reset email.
Step 2: navigate to your subscription settings
- Once logged in, click your profile name or avatar in the top-right corner.
- Select "My Account" or "Account Settings" from the dropdown menu.
- Look for "My Subscription," "Subscriptions," or "Billing" in the left sidebar or main menu.
- Click on the Game Club subscription entry to open your subscription details.
Step 3: cancel your subscription
- On the subscription details page, locate the "Cancel Subscription" or "Cancel Game Club" button.
- Click this button. Big Fish will ask you to confirm your cancellation and may present a retention offer (such as a discounted month).
- Confirm that you want to cancel by clicking "Yes, cancel my subscription" or similar language.
- Big Fish will display a cancellation confirmation message on screen.
Step 4: confirm via email
- Check your email inbox (including spam folder) for a cancellation confirmation email from Big Fish within 5 minutes.
- This email serves as your proof of cancellation. Download and save it to your device or print it for your records.
- If you do not receive a confirmation email within 10 minutes, log back in to your account and verify that your subscription status now shows "Cancelled" or "Inactive."
How to cancel Big Fish via apple app store or google play
If you subscribed to Game Club through your iOS or Android device, you must cancel via the app store rather than through Big Fish's website. The process differs slightly depending on your device.
Cancelling on iOS (Apple app store)
- Open the Apple App Store app on your iPhone or iPad.
- Tap the profile icon in the top-right corner.
- Select "Subscriptions" from the menu.
- Find "Big Fish Casino" or "Big Fish Games" in your active subscriptions list.
- Tap on the subscription entry.
- Tap "Cancel Subscription" or "Remove" (wording varies by iOS version).
- Confirm your cancellation by tapping "Confirm."
- Apple will send you a cancellation confirmation email within minutes.
Cancelling on android (Google play)
- Open the Google Play Store app on your Android device.
- Tap the profile icon in the top-right corner.
- Select "Payments and subscriptions."
- Tap "Subscriptions."
- Find "Big Fish" in your active subscriptions.
- Tap on the subscription entry.
- Tap "Cancel subscription."
- Follow the prompts to confirm. Google will send you a confirmation email.
Important note on app store cancellations
When you cancel via Apple App Store or Google Play, Big Fish does not directly manage your cancellation. The app store itself processes the request and notifies Big Fish. This means it may take 1-2 business days for Big Fish's systems to reflect your cancellation. If Big Fish charges you again after your app store cancellation, contact the app store (not Big Fish) first. Apple and Google have dedicated refund teams who can reverse charges on your behalf. Yafee advises keeping your cancellation confirmation from the app store, as this is your primary evidence of cancellation in disputes with Big Fish.
What happens after you cancel your subscription
Understanding the timeline after cancellation helps you avoid confusion about your access and billing.
Timing of access removal
Your access to Game Club benefits continues until the end of your current billing cycle. For example, if you cancel on 15 March and your next renewal date is 30 March, you retain full Game Club access until 30 March. After that date, your access terminates automatically. Big Fish will not issue a pro-rata refund for the remaining days of your billing cycle. This is standard practice under New Zealand consumer law, provided the terms were clearly disclosed at the time of purchase.
What you lose immediately after cancellation
Upon cancellation, you stop accumulating new Game Club points. Any points you have already earned remain in your account and can be used until your access terminates. Daily deal notifications cease, and you lose early access to new game releases. However, any games you have purchased outright (outside the subscription) remain accessible to you indefinitely.
Refunds and chargebacks
Big Fish does not issue refunds for the unused portion of your billing cycle. If you believe you are entitled to a refund under New Zealand consumer law (for example, if the service was unavailable or defective), contact Big Fish's customer support within 30 days of the charge. If Big Fish refuses, Yafee recommends disputing the charge with your bank. Provide your bank with your cancellation confirmation email and explain that the service was not fit for purpose. Your bank can reverse the charge as an unauthorised transaction or subscription dispute.
Common mistakes when cancelling Big Fish
Cancellation is straightforward, but a few missteps can delay the process or leave you unprotected. Here is how to avoid them.
Mistake 1: assuming deletion is cancellation
Simply deleting the Big Fish app from your device does not cancel your subscription. The app store continues to charge you monthly. You must follow the cancellation steps outlined above, either through Big Fish's website or through your app store's subscription settings. Deletion is a convenience, not a cancellation trigger.
Mistake 2: not confirming cancellation in writing
Verbal or chat-based cancellation requests may not be recorded by Big Fish. Always obtain written confirmation (email or on-screen message) of your cancellation. This protects you if Big Fish claims it received no cancellation request. Yafee advises taking a screenshot of your cancellation confirmation page as additional proof.
Mistake 3: cancelling during a billing cycle but expecting an immediate refund
Big Fish charges monthly on your renewal date. If you cancel mid-cycle, you pay for the full month but lose access on the renewal date. Plan your cancellation to align with your renewal date if you want to avoid paying for unused time. For example, if your renewal date is 30 March, cancel on or just before 30 March to prevent being charged for April.
Mistake 4: ignoring retention offers
When you cancel, Big Fish may offer you a discounted month or extended trial to keep you subscribed. These offers are optional. If you are certain you want to cancel, do not accept them, as accepting re-commits you to the subscription. Yafee recommends proceeding directly to cancellation confirmation without engaging with retention offers.
Mistake 5: not updating your payment method if you keep your account active
If you cancel Game Club but retain your Big Fish account to play free games, update or remove your saved payment method. This prevents accidental re-subscription if Big Fish offers promotions or if you accidentally click "Subscribe" while browsing.
Refunds and dispute resolution
Big Fish's refund policy is governed by the Consumer Guarantees Act 1993 and Fair Trading Act 2020, which provide specific protections for subscription services.
When Big Fish must refund you
Big Fish must refund you if you cancel within 14 days of purchase, provided you have not consumed significant Game Club benefits (such as using a large portion of your monthly points or downloading numerous games). This is your statutory cooling-off period under New Zealand consumer law. After 14 days, refunds are discretionary unless you can prove Big Fish breached its obligations under the Consumer Guarantees Act. If Big Fish did not clearly disclose cancellation terms, billing frequency, or the monthly cost in NZD, you have grounds to demand a refund.
How to request a refund
- Visit Big Fish's Help Center and submit a refund request via their contact form.
- Include your order number, the date of purchase, and the reason for your refund request.
- Attach your cancellation confirmation email.
- Big Fish responds within 5-7 business days with an approval or denial.
- If denied, contact the Commerce Commission to file a formal complaint. Provide all correspondence with Big Fish and your cancellation proof.
Disputing charges with your bank
If Big Fish continues to charge you after you cancel, or if you are entitled to a refund and Big Fish refuses to pay, dispute the charge with your bank immediately. Contact your bank's dispute team and explain that you cancelled your subscription and Big Fish is charging you unauthorised amounts. Provide your cancellation confirmation email as evidence. Your bank can place a temporary hold on the charge and investigate Big Fish's billing records. Most banks reverse disputed subscription charges within 10 business days if the cardholder provides clear evidence of cancellation. Yafee has found that bank disputes are often faster and more effective than negotiating directly with Big Fish's customer service.
Checklist for successful cancellation
Use this checklist to ensure your cancellation is complete and protected.
| Action | Completed |
|---|---|
| Logged into your Big Fish account (or app store account) | Tick |
| Located subscription settings and clicked "Cancel" | Tick |
| Confirmed cancellation on the next screen | Tick |
| Received email confirmation from Big Fish (or app store) | Tick |
| Saved or printed confirmation email | Tick |
| Verified subscription status shows "Cancelled" in your account | Tick |
When to keep your Big Fish subscription instead
Cancellation is not the only option. Consider whether keeping your subscription aligns with your gaming habits and budget.
Reasons to keep game club
If you play casual games regularly and use 300 or more points per month, the NZD $12-14 cost typically delivers better value than purchasing individual games at full price. The daily deals often offer 30-50% discounts on games that would otherwise cost NZD $5-15 each. Early access to new releases is valuable if you like to play trending titles before your friends. Free game credits (typically worth NZD $2-5) accumulate quickly and offset the subscription cost. Many subscribers find that three games purchased at full price would cost more than Game Club itself.
Reasons to cancel
If you play fewer than five hours per month or prefer free-to-play games exclusively, the subscription cost is wasteful. If your game library is full and you rarely finish games, cancelling frees up money without sacrificing access to your existing titles. If you use fewer than 200 points monthly, individual game purchases become more economical. Yafee's analysis shows that casual players who log in fewer than two times per week almost always save money by cancelling and purchasing games individually.
Contact information and next steps
If you encounter issues during cancellation or if Big Fish refuses to honour your request, contact the following organisations.
Big Fish customer support
Big Fish does not publish a physical mailing address for New Zealand customers. Instead, submit a support ticket via their Help Center at bigfish.com/help or contact them through the in-game support option. Responses typically arrive within 5 business days. For urgent billing issues, request escalation to the billing team.
Commerce commission (New zealand)
If Big Fish breaches the Consumer Guarantees Act or Fair Trading Act, lodge a complaint with the Commerce Commission.
- Website: www.comcom.govt.nz
- Phone: 0800 943 600
- Email complaints via their website portal
Your bank or payment provider
If Big Fish continues to charge you after cancellation, contact your bank's dispute team immediately. Provide your cancellation confirmation email and request a chargeback for unauthorised subscription charges.
Final thoughts on cancelling Big Fish
Cancelling your Big Fish subscription is a straightforward process when you follow the steps outlined above. Under New Zealand law, you have the legal right to cancel at any time without penalty, and Big Fish must stop charging you upon receipt of your cancellation request. Yafee has helped thousands of New Zealand consumers cancel gaming subscriptions and reclaim their monthly budget. By keeping your cancellation confirmation email, understanding your legal rights under the Consumer Guarantees Act 1993, and escalating to the Commerce Commission if Big Fish refuses to comply, you protect yourself from continued billing and ensure a clean break from the service. Whether you are switching to a competing platform or simply reducing your gaming expenses, take action today by following the cancellation steps that match your device, and verify your cancellation within 48 hours. Yafee remains committed to supporting you through every step of your subscription cancellation journey.
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