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:01/10/2025

  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 have been charged 3 different times by a game that cannot be canceled. The amount was ***** on 10/14/24 again on 11/13/24 and lastly on 12/15/24. It is going to try to charge me a 4th time on 1/12/25. I have sent multiple emails asking to have these purchases to my wallet so that I can cancel this service. No response from 3 different tickets. The game that this is linked to has an option to cancel the service which shows an error code every time you try to answer. I contacted the customer service support number listed on their website. After waiting 15 minutes I was told this number is not for customers only vendors. After I was hung up on I called back to wait 20 mins to have them immediately when they just said hello and I asked who I was speaking with.

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Im sorry to hear about the payment issues you're experiencing. After checking, I can see that our support team has already responded to your inquiry under Ticket #*******. I recommend you reaching out to them directly for further assistance. Unfortunately, I dont have the tools or options to resolve this matter on my end. I hope your issue is resolved quickly.
  

  Thank you.

• Initial Complaint

  Date:01/09/2025

  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.

  The company opted me in without my consent for auto-renewals of a subscription I took 6 months ago.They charged me 2 days ago. I tried to go through the Xsolla Wallet but I couldn't see the subscription of the client dashboard. I tried to add it manually but it said the transaction was too recent. I finally contacted customer service and they told me I would be informed of the "refund manager's decision" in 5 business days. When you read the refund policy, it says you can only get a refund for auto-renewals within 48 hours... this company opts you in without your consent, masks your subscription from your own account, then stalls you in waiting for an answer for longer than the allowed period.

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Im sorry to hear about the payment issues youre facing. Upon checking, I can confirm that our support team has already responded to your refund request, which has been approved under Ticket #*******. I recommend contacting them directly for further assistance. I hope your issue is resolved soon.

  Thank you.

• Initial Complaint

  Date:01/08/2025

  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.

  In December I was charged 4 times for 30 dollars. I did not use xolla as a payment handler for anything to do with said game account. I requested fraud investigation and was told to refund me money they would lock my account. I asked them to close my xsolla account and they did lock me out of game. This company is shady and I believe it's employees are using people's account for purchases.

  

  Business Response

  Date: 01/16/2025

  Hello!
  
  Im sorry to hear about the payment issues youre facing. I suggest contacting our support team at ********************************** for further help. Unfortunately, I dont have the ability to resolve this directly. I hope your issue is resolved quickly.
  
  Thank you. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22770968
  
  I am rejecting this response because:
  

  I have reached out and was treated rudely. There are multiple complaints against your company for fraud. I was able to obtain information that confirms that a member of your company did in fact use mine and other accounts to purchase items to be sold to other unsuspecting consumers. I had a legit investment with the company your provide a billing option for. You had access to the account information even though I never used your service for the purchase of anything for the game company in question. You should not be able to lock me out of their game. If I do not get access to the account, I will use the terms of service of game company against them and your company as well.
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 01/27/2025

  Hello,
  
  I'm sorry to hear about the issues you're encountering with payments. Upon checking, I can see that the help support team has responded to you via email on this Ticket #*******. If youd like more details, dont hesitate to reach out to our refund manager. Just reply to their email, and theyll be happy to assist further. I hope your issue gets resolved smoothly.
  
  Thank you.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22770968
  
  I am rejecting this response because:

  You locked me out of an account that had legit transaction on. Costing me money spent and taking away my right to use what I did pay for. I should not be lo ked out of an account that you allowed fraud to come through on. Period

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

  

  Business Response

  Date: 02/06/2025

  Hello,
  
  Ive checked, and the support team has already gotten in touch with you via email regarding Ticket #*******. If you need further details, you can reply directly to their email, and our refund manager will be happy to assist you. I hope your issue gets sorted out quickly.
  
  Thank you.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22770968
  
  I am rejecting this response because:

  I have already responded and get the same exact answer. Your circling the issue here. I NEVER used your service for this particular company. You have zero rights to lock me out of a paid for service because your system was hacked. I will be seeking legal action if the lockout is not removed in the next 72 hours. Or the developing company return all purchases including supporters packages.

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

• Initial Complaint

  Date:01/07/2025

  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.

  My 78yr mother's account has been compromised since last November by fraudulent purchases conducted with this merchant , I ****** Salazar ***** had been trying to reach customer support or anybody for that matter to help with this issue.We already contact the financial institution and they suggested to file the fraud report with then, the *** and our local law enforcement which we are trying to finalise except that the company has not reach back to Us at all.This it's a filing request from Us to them; Your request (# *******). This it's a very comment case if idenity theft and we get that , what we really wanted it's to persecute the third party/ scammer/ crop that it's doing this *** ***** people with fixed income. There are four charges on a total of $145 , in video games ( play station) please give me a break.We just need your assistance , thank y'all .

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Im sorry to hear about the payment issues you're experiencing. After checking, I can see that our Xsolla help support team has already responded to your inquiry under Ticket #*******. I recommend reaching out to them directly for further assistance. Unfortunately, I dont have the tools or options to resolve this matter on my end. I hope your issue is resolved quickly.
  
  Thank you.

• Initial Complaint

  Date:12/26/2024

  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.

  On Dec 24, 2024 I see a fraudulent, unauthorized transaction made by unknown party to XSolla/Roblox with my Debit card. I have never heard of this company Xsolla nor made any purchases. I do not play video games! I am closing my ****** account, that is the only way I can think of that my debit card info was leaked. Xsolla is a scam company and should be closed down for fraud.

  

  Business Response

  Date: 12/28/2024

  Hello,

  I'm sorry to hear about the issues you're encountering with fraud payments. Upon checking, I can see that the help support team has responded to your email on this Ticket #*******. I recommend reaching out to our support team directly 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: 12/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They did not address the fraud but my bank refunded it (the bank said they had many similar complaints about the same fraud for same amount on the same day by Xsolla! Terrible).

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

• Initial Complaint

  Date:12/19/2024

  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 have been trying to pay for a purchase with Vanilla Gift Cards. I have used the same card company for the entire year. Suddenly, XSOLLA is claiming that they cannot use the cards since 2021. That did not stop them throughout the year or even last week when the card was stopped and I contacted the company. The person at XSOLLA asked for a picture of the card, which I emailed to them, then they said the transaction will go through. Now suddenly, the reps are claiming that a 3 year old law is stopping them which is not accurate. I work in the banking industry as a compliance officer, this is not accurate.

  

  Business Response

  Date: 12/28/2024

  Hello,

  We apologize for the delay in our response. According to our information, you have already completed a successful payment on 28.12.2024. Please feel free to reach out to our support team at ************************************************************ if you have any other payment-related questions! Thank you. 

  Wishing you a wonderful day filled with smiles and sunshine! 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22706147
  
  I am rejecting this response because:
  That was a different transaction in a different card from my bank. 
  my complaint was surrounding the spurious decision to not accept the Vanilla Gift Card suddenly when they have accepted them all year.

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

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Im sorry to hear about the payment issues youre facing. I suggest contacting our Xsolla support team at ********************************** for further help. Unfortunately, I dont have the ability to resolve this directly. I hope your issue is resolved quickly.

  Thank you.

  
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22706147
  
  I am rejecting this response because:
  This was a separate purchase.  The rejected purchase I made the claim for was a gift card.  This business used other gift cards of the same company over the previous year and as late as two weeks earlier but this time they claimed they couldnt use it based on a four year old law.  Ridiculous 
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/05/2024

  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 bought a starter pack of poe2 through the website but I accidentally used the wrong payment method. I contacted the game company to get a refund it took some time for them to respond but by that time I dispute the transaction because I hasn't gotten a response in days. It was made clear I need to talk to xsolla and not company. So now they blocked my account and it's the only way to make purchases on the site.

  

  Business Response

  Date: 12/09/2024

  Hello,
  
  I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to our support team at ************************************************************ again 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.

• Initial Complaint

  Date:12/05/2024

  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.

  Period 12 months Charge date November 13, 2023 Price $120.00 Start date November 13, 2023 End date November 13, 2024 This was the original transaction which was fine, but a year later they charged my card again ($130.80) without me ever signing up for auto payments. They then denied my refund request under the notion that I forgot to cancel my subscription. When I checked the website they didn't have a renewing subscription, nor my credit card on file. So how was I suppose to even cancel a recurring subscription that didn't exist in the first place?They sent this:Hey there,We see youre requesting a refund. We totally understand things can get a bit complicated in the magical world of gaming. After reviewing your request, were unable to process a refund for your online game purchase. According to our Refund Policy, this purchase is final and isn't eligible for a refund. I responded with this:I never signed up for auto payment. It was suppose to be a one time purchase for a year subscription. You don't even have my card on file on your website,. So how is it legal to recharge my card again a year later and without sender a reminder that said auto payment is about to occur? I didn't forget to cancel a subscription, again the original purchase was for one year and one year only.This seems an awful lot like stealing to me. And Something worth filing a complaint with the Better Business Bureau!

  

  Business Response

  Date: 12/09/2024

  Hello there. 
   
  I'm sorry to hear about the issues you're encountering. If you have any questions regarding this decision, please feel free to contact our refund manager. You can simply reply to their email, Ticket reference number is #******* and they will be happy to assist you further. Truly appreciate your patience! 

  Thank you.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22635473
  
  I am rejecting this response because:

   

  Its the same one I received before and all they do is give you the run around and then send you the same message of why they can't(really won't) refund the money. Plus the email I received was not directly from the refund manager at all, its just a basic customer support email, with a ticket number attached. Come on guys I'm an adult not a child.  A little respect and professionalism would be appreciated. They not even respecting BBB, that response they sent is as cookie cutter as it gets.
  
  Sincerely,
  
  ******* *****

  

  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, and please feel free to reach out if you need any other guidance.

• Initial Complaint

  Date:12/02/2024

  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 purchased a year subscription to voice mod. They have a 30 day cancelation policy. I canceled the same day of purchase. The company removed my access to the service and told me to contact xsolla for a refund. I did not get a response and the. Went to ******. They then responded with not being able to refund with an open case. After the case closed I wrote again and they told me it was past my 30 days to get a refund. I canceled in under 39 days and don't ha e the service I paid for either as they removed it. I am asking for my money back as promised in ***** refund policy or to have the year subscription be reinstated since I already paid for it and they refuse to refund me as promised.

  

  Business Response

  Date: 12/09/2024

  Hello,
  
  I'm sorry to hear about the issues you're encountering with payments. 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.

• Initial Complaint

  Date:11/26/2024

  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.

  11/9/24 I was charged $7.99 on my personal credit card account. We tried to call the number several times ************ and it disconnects. I received a call back a few minutes later but there was no one there. What is going on? I looked on the internet and XSolla appears to be a legit company. Is this a scam?

  

  Business Response

  Date: 11/26/2024

  Hello,
  
  I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to Xsolla 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.