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Business Profile

Online Gaming

Pearl Abyss America, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/02/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    April ******* PA wiped out game currency accrued by players with insufficient notice.This is the 3rd installment of intentionally misleading and predatory practices. Lost years of currency, in the amount of ******, that has a real time/money value with not so much as an email notice.Replace or with original currency or equivalent.

  • Initial Complaint

    Date:12/05/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Apparently Pearl Abyss purchased another company and now they're refusing to move my data from one to the other. Therefore s******* me out of over 619 hours of gameplay on the account plus the 100+ dollars I spent on the games monthly sub and pets(that were basically a required ***************** they tricked you into buying). Between the 600+ hours and the money I've spent I'm looking for a refund and compensation towards my wasted time. I've done some research and found multiple people that have filed complaints and actually gotten what they were rightfully owed I am hoping the same happens here. I've attached a document showing my purchases on black desert(sadly that doesn't equate to half the money I've spent helping guild mates and friends). Minimum I want my money back that I've spent and have been screwed out of.

  • Initial Complaint

    Date:11/01/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 26th 2023, I performed a transaction on Pearl Abyss's web store. ******************************************************************** Conqueror Edition Pack at the price of 45$ USD which was on sale at 50% off (Regular price 90$).On Sept 5th, I noticed on my credit card statement that I had been double charged. I contacted Pearl Abyss Support, they said they couldn't do anything about it and redirected me to their Payment Wall third party company Terminal3. On the same day I emailed Terminal3 support to explain the situation and get a refund. After 5 business days, no answer. I filed in a dispute with ******, provided all the proof of purchase, double charge, credit card statements. They replied that they had contacted the seller and gave them 10 days to reply. Still no answer, after which they ruled in my favor and refunded one of the double charge.On October 4th 2023, the ticket I opened with Pearl Abyss which stated they couldn't offer me any support get re-opened (see attached screenshots). They acknowledged that their payment wall company (Terminal3) had a technical issue and refunded me the other transaction. Although they said since ****** also reimbursed me, I now had to purchase ACOIN (their RMT currency) equivalent to the amount they reimbursed to me. At first I thought, ok fine but then realized there's no way to purchase the exact amount of 45$. So I declined the solution proposed and requested an alternative that will allow me to refund them the exact amount. So I asked that they deal with their payment wall company and mine as this is an issue between them and not me for I have simply highlighted the double charge to Paypal. They refused and insist on me fixing the issue by purchasing ACOIN. Now they threaten me to put restrictions on my access to their game despite the fact that I own a valid license of their game and micro-transaction in game are optional. Details can be found within the screenshots

  • Initial Complaint

    Date:10/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I attempted to log into a game that I had played recently and found out all of my account information was deleted. Upon contacting the company about the issue they indicated that they had removed the information as they did not receive an email from me to move my character across. I did not receive any emails to this nature either due to them not sending it or it being marked as spam and not coming to my inbox. I've lost **** hours worth of work and I spent over $265.59 on the game due to in-game purchases or online DLC material. They are unwilling to give me my purchases or DLC in addition to not restoring the **** hours worth of work that I put in.

  • Initial Complaint

    Date:10/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Pearl deleted my account without my permission. The account had over $490 dollars woth of purchases attached. I threatened to go to the BBB and they sent the police out to my address for threatenting to go to the better business bureau. I want a full cash refund for the products they deleted. This is a crooked company. I simply originally asked for a cd key and replacement of the items deleted. They are a dirty company who rely on shady business practices. I demand a full refund for the items I purchased.

  • Initial Complaint

    Date:08/10/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 21st, 2021 I replied to their request to agree to transfer my account to their new company. On 8/4/23 I went to access the account to find it was not available.I put in a ticket on their website. Provided them with proof. (Migration e-mail they sent, Screenshot of account "family" name"They continued to say I failed to give them information. (Almost like an automated reply). I am looking to have my account back, or compensation for its value which is over **** USD.

  • Initial Complaint

    Date:11/26/2022

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    As I go through the process of having this resolved I wanted to make sure other people are aware of what I perceive as very Malicious and Evil practice by Pearl Abyss when it comes to their Pet loot system and the pet's, Artic Fox, and Obsidian Leopard.

    The TLDR is you can only use 1 of these pets at a time due to them both being Item Drop Rate increasing pets with the text of the Obsidian Leopard completely changing between reviewing the pet in the information window and reviewing the pet in the Pet List once purchased and used. The wording goes from, "Talent: Item Collection Increase" to, "Item Drop Rate +%". Customer Service responded showing that both pet's wording changes when you use them with NO notification before hand.

    Because of this misleading wordplay by PA I bought the Obsidian Leopard for it's overpriced amount, assuming it works the same as their other loot increasing items in that one was a increased in Drop Rate, while the other a Item Drop Amount. This is due to the "Item Collection Increase Gauge" splitting "loot increasers" into 2 (One being Item Drop Rate and the other being Item Drop Amount). As I have very little faith PA will be honorable in their dealings with customers, I am also filing this with you in an attempt to have my money refunded me.

    Business Response

    Date: 12/07/2022

    Consumer Response /* (2000, 6, 2022/12/05) */
    ***Document Attached***
    PA has contacted me and refunded the money. They have also notified me they will be correcting the text on these pet's to mitigate this happening in the future.

    Please consider this ticket closed. Thank you for your assistance.

    V/r
    **********

Pearl Abyss America, Inc. is NOT a BBB Accredited Business.

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