Complaints

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.

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently attempted (circa February 12, 2024) to purchase items from the online store for Magic the Gathering Arena on the Epic Gaming platform. I have been playing the game and purchasing "gems" from the online store within the game for the past several years with no problem. This time, I received an 3032 error, which indicated that I should contact their customer service. When I did, their customer service claimed that my account had been blocked due to a contested purchase last year, and have no recollection or indication of having contested a charge. Xsolla refuses to unlock my account. My username on the Epic Gaming system and for Magic the Gathering Arena is GunsmokeTribeca#*****

  

  Business Response

  Date: 07/07/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having with your account. Pertaining to your concern, Xsolla has recommended getting in touch with the support team at ********************************** again for further checking. They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding, and please feel free to reach out if you need any other guidance.
  

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was charged by this company that I have never ever dealt with and reading other reviews are experiencing the exact same thing and taking a lot more money out of there accounts. They are a scam and fraudulent. I did contact them through text and she is stating for me to give her the first 6 digits of my card and last 4 digits with expiration date for her to help me.

  

  Business Response

  Date: 05/24/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having. Unfortunately, I dont have the specific access to resolve this issue directly. However, I highly recommend getting in touch with our support team at ********************************** once again as they have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. Please dont worry, the first 6 and last 4 digits of your card are safe with us.
  These parts of your card number are commonly used for identification and verification purposes only. They do not expose your full card number or sensitive financial information.
  At Xsolla, we follow strict data protection and security standards. Your information is stored securely and will never be used for any unauthorized or unrelated purposes. We are fully committed to maintaining your privacy and protecting your personal data at all times
  
  I truly hope this matter is resolved quickly and to your satisfaction. Thank you for your understanding

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Refund Request Denied Tribe Nine Game Shut Down Early (Tookyo Games / Xsolla)I am filing a complaint about the mobile game Tribe Nine, published by ************. The game officially launched on February 20, 2025. On May 15, 2025, the developers announced that the game would shut down, only 84 days after launch. They also canceled all promised updates, content, and future support.The game advertised long-term service, events, updates, and new content. Based on these promises, I spent a total of $810.48 through their official payment platform, Xsolla. I expected to enjoy the game for a long time, not for only a few weeks.After the shutdown announcement, the developers stated that the servers would remain open until November 2025. However, no more updates or content will be added. The game is now in a dead state with no real service. It is not what I paid for.I requested a refund from Xsolla, but they denied it. I believe this is unfair. The product I paid for has changed drastically, and the promises made at purchase were not kept.I believe this is false advertising and a violation of consumer rights. ************ and Xsolla offered a live service game and took payments based on future content and service, then canceled everything shortly after release without offering refunds.Please help me recover the money I spent. I am asking for a full refund of $810.48. I have proof of payment, game shutdown announcements, and records of my requests.Thank you for your support.Links and attachments are included below.1. Official game service termination announcement - ****************************************. Receipts - attached below 3. Others - **************************************************

  

  Business Response

  Date: 05/20/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having with your payments. Unfortunately, I dont have the specific access to resolve this issue directly. However, I highly recommend getting in touch with our support team at *********************************** They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding, and please feel free to reach out if you need any other guidance.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 been attempting to cancel a subscription to the ******** service, which is processed through Xsolla, since late 2024. Despite following all listed instructions, I am unable to cancel the subscription using their designated system.Xsolla requires customers to input a transaction ID through their "Wallet" system to access and manage subscriptions. However, when using a valid transaction receipt from November 29, 2024, I receive an error stating, Give your new purchases some time before you add them. This makes no sense, as the purchase is well over 5 months old.There is no other cancellation option available on the ******** site, and Xsolla provides no clear path to cancel without relying on a broken system. This has resulted in recurring charges of $6 per month, with no accessible way for the customer to stop them.I submitted a support ticket to both companies but am submitting this BBB complaint due to the lack of transparency and the seemingly intentional difficulty in canceling a subscription. This practice appears predatory and misleading.

  

  Business Response

  Date: 05/20/2025

  Hello,
  
  I'm truly sorry to hear you're experiencing difficulties with your refund request. Ive checked our system and can confirm that a refund has already been submitted for your latest transaction (ID: ***********.
  
  Please note that the refund team typically takes up to 5 business days to review such requests. Once their investigation is complete, youll receive an update via email.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Transaction date: 04/06/2025 22:41 Total: $120 USD VOICE AI SOFTWARE (********)Company Xsolla (USA), Inc.15260 ********************************************************************* I did not agree to renew the subscription and i was not warned of the charge. I made a one time purchase of $59 on April 2024 but i did not agree to a subscription. I asked for a refund and they disagreed. I am jobless at the moment and because of the current situation in the country, i need every ***** to survive.

  

  Business Response

  Date: 04/15/2025

  Hello,

  I'm sorry to hear about the issues you're encountering with payments. Upon checking, I can see the refund manager has reviewed your case and also followed up with ******** support regarding your payment. Based on the information provided, the refund manager unable to process a refund at this time. I completely understand how frustrating this may be, and I truly empathize with your situation. That said, if you believe your purchase may still be eligible for a refund, I strongly recommend reaching out to ******** support directly. Their team can take a closer look and guide you through any next steps. 

  I hope your issue gets resolved smoothly. Thank you.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 did not authorise a transaction done by my son who literally dont know what he's done so i asked a refund on the basis that my son cannot legally be binding for the game he purchased. i requested them to take back the game and refund the charge back to my Checking account with 3% interest but they refused the refund and told me they dont owe any interest or at the least refund.. now im complaining this to attorney general and i will take them to small claims court. I want people to be aware of this scam this company had been running

  

  Business Response

  Date: 03/26/2025

  Hello,
  
  Im truly sorry to hear about the issues youre facing with your refund claim. After a detailed review, our refund manager has thoroughly investigated your case. We want to assure you that we take claims of fraudulent payments very seriously.
  
  Upon investigation, we found that the purchase in question was indeed legitimate. This means that the payment was processed and approved correctly, and there were no discrepancies on our end.
  
  To proceed further, we kindly suggest you contact the payment institution or credit card provider that approved the charge. They may be able to offer more insight into the transaction and assist in resolving the issue, as they have more access to the transaction details and can help with potential disputes or chargeback options.
  
  Thank you. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23091096
  
  I am rejecting this response because:

  My credit card statement is due in 3 days, while i have only 20 days to pay or have my credit frozen by the bank, i have complained this to consumer protection. and i am in the process of filing a case to take this further legally. i am not letting this go until i get my refund.

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/30/2025

  Hello,

  I understand your concerns and sincerely apologize for the inconvenience this matter has caused you. Please be assured that Xsolla take your complaint seriously and are committed to resolving it. As previously mentioned, following the investigation, we can confirm that the purchase in question was processed successfully and appears to be legitimate. There were no discrepancies found on our end during the transaction process.
  
  As the payment was authorized through your credit card provider, we recommend contacting them directly for further clarification. They will have access to more detailed transaction information and may be able to assist you with a dispute or chargeback, if applicable.
  
  We understand your concerns and regret any inconvenience this situation may have caused. Please rest assured that our team at Xsolla are available to assist you in any way we can.

  Thank you. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23091096
  
  I am rejecting this response because:

  Thank you, im filing a case in small claims court soon, will let you know once i do.

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Id like to report multiple unauthorized transactions from ****** *XSOLLA HERO WARS. According to ***************, ****** *XSOLLA HERO WARS has charged me $2,617.87 since December 2024. However, I did not make any purchases from them during that time. I contacted XSOLLA to request a refund, but they denied my request.

  

  Business Response

  Date: 03/15/2025

  Hello,

  I understand how frustrating this situation must be, and I sincerely apologize for any inconvenience. Unfortunately, the refund manager unable to proceed with a fraud claim because the ****** anti-fraud system did not flag the payment. This can sometimes happen due to security measures when payments are made from unfamiliar locations or devices. 
  
  In this case, the refund manager recommend you reaching out to ****** support directly, as they have access to more detailed information about your usual payment patterns, including the devices, IP addresses, and services you've paid for. They will be able to carefully review your claim, compare these patterns, and guide you on the best course of action for these transactions. ****** support will be able to assist you further.
  
  Thank you for your understanding.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to purchase the new ship that came out in the game this month. The ship purchased was the relevance. The ship I wanted to buy was the relevant. Which they as a company should have done a better job of separating the ships so this didnt happen. When I asked for my money refunded they say they will send me an email with a code to file a complaint and I never get the email. It isnt in my spam. I never got an email with a business transaction either. The game I am playing is Star Trek fleet command

  

  Business Response

  Date: 02/11/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having. Unfortunately, I dont have the specific access to resolve this issue directly. However, I highly recommend getting in touch with our support team at *********************************** They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They took my money. The transaction wasnt pending. It failed. They took it anyway. I received no receipt. No purchase. And then their employee told me it was my bank holding it so I called them and it was escalated. Their employee lied to me because my banker could push a button as soon as she receives the stolen money. I talked to another of their employees who was just as unhelpful except she confirmed her previous coworker was in fact lying and that Xsolla has it. I grew up in a transportation business. I know transactions very well.. in fact about 2 weeks ago, similar thing occurred but it was a pending transaction that was later declined and I got a receipt. They just straight up robbed me this time.

  

  Business Response

  Date: 02/06/2025

  Hello
  
  Im really sorry to hear about the trouble youre having with your payments. Unfortunately, I dont have the specific access  to resolve this issue directly. However, I highly recommend getting in touch with our support team at *********************************** They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding.
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased the ******** software on November 28, 2024, through Xsolla during a Black Friday deal for $54.12. The software was advertised to include a Vietnamese text-to-speech feature. However, after completing the payment and installing the software, I discovered that the advertised Vietnamese feature does not work. The software only functions in English, and customer support confirmed that the Vietnamese feature is not supported despite it being listed as an available option. I requested a refund due to this misrepresentation, but my requests have gone unanswered. I believe this violates consumer protection laws, as the product was not delivered as promised. I am requesting a full refund of $54.12 for the product I cannot use.

  

  Business Response

  Date: 02/04/2025

  Hello,
  
  I'm sorry to hear about the issues you're encountering with subscriptions. I recommend reaching out to our support team at ************************************************************ for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
  
  Thank you.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22858962
  
  I am rejecting this response because: Do not do business with this company. They sell services that are unusable. When you file a complaint, they give many excuses and, in the end, provide no support.
  If you have unfortunately purchased their service, you can be 100% sure that youve lost your money.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/11/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having with your refund request. Unfortunately, I do not see any request from your email address in the Xsolla system. Hence, I highly recommend getting in touch with our support team at ********************************** or you can get immediate help in the live chat of your Xsolla Wallet account, where our support team is available 24/7. They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding.