Microsoft casual games still showing ads, even with an xbox ultimate subscription?

EJ74 · Nov 12, 2021

All Microsoft Casual Games that I've tried, Mahjong, Sudoku, Minesweeper etc. are showing ads, even though I have an xbox ultimate subscription. I'm signed into Windows, XBox, and Casual Games with the same ID that I use for my subscription.

I've tried resetting, uninstalling etc. Nothing seems to work.

A couple of theories I have about why this is happening.

I originally started playing these games years ago, before I got the subscription. Maybe on a server somewhere it's still listing me as a non-premium user.

I changed my primary email address a couple of years ago for my Microsoft account. This was prior to purchasing the xbox ultimate subscription, but after signing up for Casual Games. I've been using this new email address for everything since then, and have re-installed windows numerous times since.

Any suggestions for how to resolve this would be greatly appreciated. I've had no success at contacting a support person.

:)

EJ74

Is there some way to escalate this? I've not received any response about the ticket at Zendesk.

EJ74

I'm Samy an independent advisor. Welcome to the Xbox community. How are you?

I recommend contacting the game developer directly. On this link, you can open a ticket with them.
https://microsoftcasualgames.zendesk.com/hc/en-...

Thanks Samy, I actually tried that first. I posted here because my ticket on zendesk hasn't had any responses.

SammyVS

I'm Samy an independent advisor. Welcome to the Xbox community. How are you?

I recommend contacting the game developer directly. On this link, you can open a ticket with them.
https://microsoftcasualgames.zendesk.com/hc/en-...

SahilChettri

Hey, I have the same problem. I bought Game Pass Ultimate today and everything was done. It even showed in my microsoft account subscriptions. But when I opened Xbox it shows that I have a subscription error.

Alvaro A-

Hi Liz56,

Thank you for posting in Microsoft Xbox Community. I'm sorry to hear that you are still receiving ads despite having the premium subscription.

I want to make sure that you'll reach the right support group for this game and for your issue to be logged, responded and monitored accordingly, allow me to redirect you to the proper channel. Kindly use this link to submit a support ticket directly to Microsoft casual games support:

https://support.xbox.com/game/microsoft-casual-...

Regards,

Alvaro

Microsoft casual games still showing ads, even with an xbox ultimate subscription?