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Business Profile

Online Gaming

Chess.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 7 complaints 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:04/09/2025

    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.
    This company allows insane amounts of cheating. I pay for a product every month to the tune of almost $20 every single month. I have provided actual evidence numerous times of going against cheaters who disrupt my purchase and disrupt the enjoyment of the product that I buy. This company does not respond. This company does not punish cheaters. This company does not do anything. They think that because they made a ******* video telling their audience. It's not as big of a problem as they say it is that that means it's true and everything goes away. I have provided common Sense logic to this company to prove the insanity of almost every single chess game. Somebody cheating and again disrupting the enjoyment of the product I pay for it. This company has no problem taking my money but when it comes to punishing cheating they do not do it. Probably because they're making money from cheaters as well. The resolution I need is them to correct this and start punishing and terminating accounts that do this. I seriously need some help with this because 2 years have been given this company money and they have taken nothing serious and have no problem taking my money.

  • Initial Complaint

    Date:01/21/2025

    Type:Billing 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 created a membership at Chess.com where billing recurs monthly. Directly after I set up my membership, they closed my account for no reason. I contacted them for an appeal and they denied itbut they continue to bill **** did some research and realized that Chess.com is running a scam. They are waiting for members to activate recurring payments, and then cancelling their accounts without cancelling their payment schedules. This gives former members no way of discontinuing payment without reaching out to their banksand I'm sure some percentage of people don't even realize.This is predatory business behavior that is borderline illegal.

  • Initial Complaint

    Date:01/02/2025

    Type:Billing 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.
    Chess.com banned my account falsely. They claim I have violated Fair Play Policies, however, I have maintain that I have not. My account name is/was: deez_knights_on_your_chin I have played chess on this website for years and I maintain that I have played fairly. I do not accept this unfair ban on my account and I would like to work with chess.com to resolve this situation. Please give me my account back that I have paid premium for years on. There are 10s of thousand of games that I have played that I wish to keep record of.

  • Initial Complaint

    Date:12/02/2024

    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.
    Ive been told that I will be contacted within 1-3 days to cancel my membership after I lost my job and canceled chess.com for obvious reasons. I hope chess.com has a cancellation policy for those not in dire straights.

  • Initial Complaint

    Date:06/21/2024

    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.
    My kid love chess. We got him a chess.com account *****************, email: ************************* with ****** service. Recently his account is suddenly closed by chess.com, claiming that he is cheating. He is just a 10 year old kid love chess, have no idea why chess.com closed his account. He is not cheating!!!I tried to call the company. But their customer service is nothing, but AI, not helping at all.I want the account to be re-activated with ****** service.

  • Initial Complaint

    Date:05/24/2024

    Type:Billing 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.
    Chess.com has disabled my account on May 24th which would be yesterday. The claim was that I was in violation of their fair play policy. I believe that the claim is false. Reason for using BBB's platform is because Chess.com is not responding to my numerous inquiries about the choice that was made. I would like for Chess.com to provide proof of the claim and what evidence it has backing it. This act is a disparagement of my public image therefore I suggest Chess.com to review my profile again and to go over the complaint . I do believe that I know the user behind the complaint "***************". My request is that Chess.com re-enable my account or pay me a compensation as this is not acceptable.

  • Initial Complaint

    Date:01/04/2024

    Type:Billing 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 have had a chess.com account for about a year, nearly. I was looking to get back into Chess as of recent, so I played a few games, about seven or so for about three days in a row. As of about two or three weeks ago, my account was closed suddenly, for "Fair Play Violations" and I don't understand why. I have tried to contact their support, I did get a response telling me I could request a new account or appeal, I appealed and I have not heard back for 12 days. I am wondering why they can't respond in a timely manner, and I would like an update or a solution to this problem.

  • Initial Complaint

    Date:09/29/2023

    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.
    I signed up for a monthly payment plan on www.chess.com with a 7 day free trial on Sept 17th, 2023. On September 29th, i attempted to log in and discovered my account was closed. Going into my email i recieved an email saying they closed my account on Sept 24th, 2023 due to "suspicious activity" of violating fair play policy (aka they accused me of cheating). I have never cheated. What i do do is place the same openings over and over and have for 1000's of games. I play and study chess daily. They provide no evidence or proof of burden off their accusation. What they did do is charge my credit card for a 1 year plan and then closed my account right afterwards.

  • Initial Complaint

    Date:03/28/2023

    Type:Order 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 signed up for a one year account and was careful to cancel any auto renewal. Today I was notified they renewed my subscription and charged my Amex card $49 without my permission. I have called and emailed them for a refund but have not had any response.

  • Initial Complaint

    Date:02/05/2023

    Type:Billing 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 bought a 125 euro / 140 usd annual premium chess subscription for my p****** son. He was suspended two weeks later without any notice or explanation and the account closed without us being informed. Chess.com claims my son cheated but they offer zero evidence. His chess teacher also wrote to chess.com last week but we got no response. I'm asking for a refund. The account is under the email ***************** and the child's chess.com username is altaykora Thank you BBB!

Chess.com is NOT a BBB Accredited Business.

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