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:09/15/2022

  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.

  I have a ******************* (gift card) that has $14.85 in charges on it from this company that I have never heard of nor do I have an account with. I want a refund of this as soon as possible from this fraudulent company. The first charge was on 8/5/22 & then more on 8/6/22 until all the funds had been drained to .15 cents. I have attached a copy of the transaction history as documentation.
  

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Hello,
  we are extremely sorry to hear that you faced this issue. We take fraud and security seriously and carefully investigate every case.
  
  Please, feel free to contact us at help.xsolla.com so that we could investigate the issue and find a solution.
  Thank you!

• Initial Complaint

  Date:09/09/2022

  Type:Delivery 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 a pre order for a game that was supposed to arrive on 8/9 and I have been told it won't be arriving for 4 days and I tried to process a refund and just buy it in stores but couldn't get a response from anyone
  

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/17) */
  Hello *****,
  
  We are deeply sorry to hear that there was a delay with your order.
  We were able to locate your conversation with our support agents in our system. Unfortunately, due to the high support traffic we were not able to process your request in the short period of time. However, our support agent provided you with all information about your order and its delivery. According to our information, your order has been already delivered.
  
  We apologies for the delay and any inconveniences it might have caused to you. Unfortunately, delays in parcel delivery may happen, but we aren't able to control them, because any possible delays could occur due to the issues on the carrier's side.
  
  Thank you.

• Initial Complaint

  Date:09/08/2022

  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.

  On September 8, 2022 I pre-ordered ***** I accidentally left out a letter in the recipient email and needed to have it fixed. Well I emailed the company in regards to this issue but have not been helped. Being that I spent $99 on this game I want my money back for the unprofessionalism and terrible customer service. This is ridiculous
  

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/17) */
  Hello***********,
  Thank you for your honest feedback. It means a lot.
  Unfortunately, in our system we were not able to locate any orders associated with your email.
  Could you please provide us with your order number so we could take a closer look in to your case?
  Thank you!

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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've been trying to contest a false ban from xsollas payment services for a long time now but I've only ever been given the same automated replies about fraudulent activity.
  I've been willing to verify my card, emails and payments but never been given the option too.
  
  Payments from my multiple game accounts during a x2 topup event I assume lead to "fraud detection" being triggered.
  But being hit with a 3032 error and never being given the chance to verify myself has been incredibly frustrating for myself and MANY others in the Flyff Universe community.
  I'll provide any documentation needed upon request from an ACTUAL person.
  

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/11) */
  Hello *****,
  we are sorry to hear about your bad experience while purchasing via our store.
  Security is one of our main goals. Xsolla provides the highest level of security for online merchants. Our security system is always being updated and analyzes many different factors before declining a purchase.
  We took a close look in to your case. Unfortunately, we are not able to unblock you due to security reasons.
  Thank you for your understanding.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  Hi. Like many other FLYFF Universe players, I have ran into Xsolla payment shenanigans and have been blocked from making any in-game payments. I have contacted them many times about it, as it says to do, But, I have yet to get a proper response from them to resolve the apparent issue. I can verify everything, as I only used PayPal. So anything you can do would be much appreciated. Thank you. Here is a copy of the error code I have upon trying to purchase.
  
  ***** Sorry, the payment cannot be completed now. Please try again later or contact Xsolla Customer Support.
  This error may appear when your account is blocked on our system. Please check your account for previous chargebacks and contact us to resolve this issue.
  

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/11) */
  Hello,
  we are sorry to hear about your bad experience while purchasing via our store. Xsolla is PCI DSS Level 1 compliant, which is the highest level of security for online merchants. Our security system is always being updated and analyzes many different factors before declining a purchase.
  We have carefully investigated your issue. Unfortunately, we have detected suspicious patterns. In this case, we are not able to provide the access to our system due to security reasons.
  Thank you for your understanding.

• Initial Complaint

  Date:08/27/2022

  Type:Billing 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.

  9/27/22 I was charged 49.66 on my ***** account. I do not have an xsolla account. I tried to contact their customer service but they do not offer phone support. I will not provide my info on their sketchy site.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/03) */
  Hello,
  we are extremely sorry to hear that you faced this issue. We take fraud and security seriously and carefully investigate every case. Please, feel free to contact us at *************** or via email so that we could investigate the issue and find a solution.
  Thank you!
  
  
  Consumer Response /* (2000, 7, 2022/09/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was refunded

• Initial Complaint

  Date:08/07/2022

  Type:Billing 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 transactions on my account that I did not authorize. A total of over $400 has been taken from my account. I have never dealt with Xsolla. I am not a gamer either. How and why are you charging my account?
  

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/14) */
  Hello *****,
  we are sorry to hear that you faced the issue with fraudulent payments.
  We were able to locate your request in our system. As we see, our support agent has already submitted a fraud claim regarding your unauthorized transactions and these charges were refunded.
  
  When we receive any notification about fraudulent charges, we block the whole access to our payment platform for security reasons. So, the account linked to the payments made from your account was also banned. That means, you won't see any charges for Xsolla in the future. Thank you!
  
  
  Consumer Response /* (2000, 7, 2022/08/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Claim is being processed

• Initial Complaint

  Date:08/04/2022

  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.

  my son made a charge from my card to his game account for roblox and I did not recognize the charge so I contacted them to dispute it. Upon realizing the mistake, I tried to contact them to have the charge authorized and the game account reinstated but they refuse and say the decision is final. That is a problem because of the amount of money spent on this game and no longer have access to any of it. I either want the disputed charge authorized to go through and the account reinstated or every charge ever made on the account to be refunded back to the card it was authorized from.
  

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/14) */
  Hello *****,
  Unfortunately, we couldn't locate any requests associated with your email in our system.
  We would appreciate if you can provide us with the number of your request (it starts with 5). This information will help us to find your ticket and take a closer look into your issue.
  Also, you can contact our support at any time convenient for you, we work 24/7. You may reach us at *************** or via ************************ and our support agent will investigate your case.
  Thank you!

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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 have been trying to purchase in game currency with my own real money for a new game (Digimon RPG) for several days now, however, the third party company (Xsolla) my payments must go through keeps blocking my payment methods. i.e. my debit card, paypal, and Gpay which are all linked directly to my bank account. When I contacted Xsolla by email they assured me it was my bank blocking the transactions. I called my bank and asked them to allow the transaction, however they were never flagging the transactions to begin with. They even allowed an attempt through on my paypal, picture of this transaction which has been pending since the 27th of July is attached. This transaction has NOT been refunded nor accepted by Xsolla yet the money has been taken out of my checking account regardless sitting in limbo. I would like Xsolla to just accept my payment and give me the in game currency and stop blocking my perfectly legitimate purchase attempts. The other game run by the same gaming company with Xsolla as the third party never blocks my purchases which is suspicious to say the least.
  

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/06) */
  Hello *****,
  Sorry to hear that you faced this issue.
  One of our main goals is to provide the highest level of security for our users. Sadly, the payments were stopped by our security system. The system is always being updated and analyzes many different factors before declining a purchase.
  According to our information you have one successful payment dated 2022 Jul 27 that was credited to your game account. Please check your inbox. We have sent you a request for additional information. We will check your pending transaction. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I no longer need your assistance with this issue as DRO's support team helped me get the transaction cleared by contacting your office directly. They even had you take down the security that was blocking my debit card for no reason. Apparently I am not the only customer having this same issue with your support sending the same excuses of "it's your banks fault" when in fact it is outdated security on your end. Thanks to DRO's support team, I am now able to spend money to my hearts content without a problem now. With your support team it was just the run around I was getting. Perhaps you should retrain your support team members or actually use real people as it seemed like all the responses were automated which got me nowhere. Sorry, but I cannot accept this response as the games support team fixed your issue for you in a much more timely manner and more respectful as well. I am satisfied with THEIR efforts and not yours.
  
  
  Business Response /* (4000, 9, 2022/08/14) */
  Hello,
  We're always working to improve how we serve our partners and you, their players - and your opinion matters to us.
  
  One of our main goals is complete fraud protection for our partners and for you, their players. Xsolla is PCI DSS Level 1 compliant, which is the highest level of security for online merchants. Xsolla is also an official PayPal partner, and we integrate Verified by Visa and MasterCard SecureCode. We are committed to providing the highest level of transaction processing security, safeguarding customer information and combating fraud.
  
  We are glad to hear that the issue was resolved. But we know things like this can be frustrating! We hope you'll give us another chance to help you and in case of any issues, please do not hesitate to reach our support at help.xsolla.com . Our support agents carefully investigate each case and do their best to help users to complete purchases.
  Thank you for this honest feedback. It helps us a lot to make our service better.

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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.

  - Trying to buy "*****", a video game currency
  - Payments keep getting cancelled
  - There is supposed to be a payment verification system. This is not getting triggered properly
  - Trying to get support, only get a bot which cannot help
  - There is absolutely no human support

  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 8, 2022/08/09) */
  We are sorry that you faced such issue.
  
  Xsolla is committed to providing the highest level of transaction security, safeguarding customer information, and combating fraud.
  
  Please note that our security system is always being updated and analyzes many different factors before declining a purchase.
  
  We have carefully investigated your case. Unfortunately, your payments were stopped by the system. After you sent a request to our support, our agents recommended you to retry your payment later when the restrictions are removed. After this, there were not payment attempts. We would kindly ask you to retry your payment if you like.
  
  We are very sorry for the inconvenience, but sadly, it's not possible to permanently change these settings due to security reasons.
  
  If you have any questions, please feel free to contact our support at *************** and we will assist you.
  
  
  Consumer Response /* (3000, 10, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I went through emailing the support folks on three separate occasions. Each time they said, "we have removed the restrictions, try again in 24-48 hours".
  
  At no time did this solution work.
  
  Fix your broken system.
  
  
  Business Response /* (4000, 12, 2022/08/22) */
  Hello!
  The last payment attempt for the game account associated with your email was made on July, 30.
  As we can see there are no restrictions for your payments at this moment.
  Unfortunately, your previous payments were stopped by our security system. There could be several possible reasons:
  
  - Too many purchases in a short period of time
  - Using several payment types or game accounts
  - Submitting a large payment
  
  It's hard to know for sure, since the system is always being updated and analyzes many different factors before declining a purchase, but those are the most common.
  
  We are sorry for any inconvenience this may have caused you.
  
  Please do not hesitate to reach us at help.xsolla.com in case of any questions. Thank you!
  
  
  Consumer Response /* (4200, 14, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1) I made a grand total of maybe $30-40 worth of purchases with the same payment type at the point you decided to restrict my account.
  2) THREE separate times I contacted support, a miserable process itself, and each time they said "restriction has been lifted, try again in 24-48 hours". Each time, after 48 hours expired, I tried again. And each and every time once again my attempt was blocked.
  
  Your security model is horrible, and your implementation of it is even worse.
  
  Yu have made no proposed resolution other than me running into the same issue yet once again.
  
  
  Business Response /* (4000, 16, 2022/09/03) */
  Hello,
  According to our system you have already made a successful payment. Thank you for your honest feedback, it will help us a lot.
  As we see your latest request to our customer support is dated July. Please do not hesitated to reach us out in case of any questions - we will do our best to assist you.
  Thank you.
  
  
  Consumer Response /* (4200, 18, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They send you in circles. I went through 3 cycles of waiting 48-72 hours to try again, and their system never let payments go through.
  
  We are continuing to go in circles.
  
  I will *not* accept their resolution, nor do I expect them to improve over time.
  
  Please leave this as a permanent unresolved complaint.
  
  
  Business Response /* (4000, 20, 2022/09/26) */
  ****,
  
  First of all, please let us thank you for your feedback, it helps a lot.
  
  Xsolla ********** Level 1 compliant, which is the highest level of security for online merchants. Some payments can be stopped by our security system is some suspicious patters are detected.
  
  According to the************************************** Xsolla has the right to refuse any payment in its sole discretion without giving an explanation.
  
  As we can see, you were able to make a new payment after the payments were stopped by the security system.
  
  In case of further questions, do not hesitate to contact us at help.xsolla.com or via email. We will be happy to help.
  
  Thank you.
  
  
  Consumer Response /* (4200, 22, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have no, "proposed resolution". Please just mark this one as an unsatisfied complaint. I do not want to hear from these turkeys again.
  
  At no time after the first $30 or $40 in payments was any future attempt successful.
  
  
  Business Response /* (4000, 26, 2022/10/30) */
  Hello,
  We are really sorry that you have faced this issue. You were stopped by our security system because you have tried to use several payment accounts in a short period of time. We may verify your account in order to prevent transaction declines in the future. Please contact us at *************** via live-chat option and we will assist you with this question.
  Thank you!