Complaints
Customer Complaints Summary
- 163 total complaints in the last 3 years.
- 47 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/25/2024
Type: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 see other people have had the same problem but this is what happened: I had been using them for a few months, I went on one day- got an error (not uncommon) emailed them- they said my account was blocked for security reasons. I work in Security- they provided NO information and after over 5 attempts at getting an answer I am no further now. They said it was after review but provided 0 details and banned me. I have broken any of their terms and have no received any help. They claim security while actually providing ignorance and allowing no clarification or way to prove there was no issues, and unfortunately they have a monopoly on some application purchases. Their chat support was extremely rude then when I emailed them I received the same person who was no help at all. I highly recommend avoiding as they seem to ban randomly and without cause and definitely without justification.
Business Response
Date: 11/26/2024
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 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.Initial Complaint
Date:11/19/2024
Type: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 contacted the business the same day that I was charged for a subscription that I meant to cancel. Date of charge was Nov/16. I requested that I be refunded for the subscription, only because I have not played the game the subscription was for in several weeks, and have not used any part of the subscription in the same amount of time.The refund request was entered, but I received a response back that they could not do anything for me, as the purchase was "final" and was not eligible for a refund.Since I have not used any part of the subscription, nor have I played the game since I was charged, I was under the impression the subscription could be undone and reversed for my account. However, it seems the company just wants to keep money for any subscription that is not cancelled, and chooses not to help their customers with this type of request.Business Response
Date: 11/26/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. According to our records, your subscription to this service has already been canceled. You will not be charged in the future. For further details, I recommend reaching out to our support team directly.
Thank you.Initial Complaint
Date:11/04/2024
Type: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: 10/30/24 8 Ball Pool Transaction ID: ********** $6.99 VR Emote Bundle Transaction ID: ********** $19.99 Coins Bundle I have filed several requests with Miniclip to no avail. 8 have filed several complaints with Xsolla to no avail. The purchase amounts cleared my bank on 10/31/24. If I don't receive my purchased items by the end of the day tomorrow, November 4, 2024, I'm going to file a fraud claim and they will reverse the charges. ***** ********Business Response
Date: 11/10/2024
Hello,
I'm sorry to hear about the issues you're encountering with. Upon checking, I can see that the help support team has responded to your email on this Ticket #******* in regarding your non-receipt issue. You may check your email inbox and respond accordingly. I hope your issue gets resolved smoothly.
Thank you.Customer Answer
Date: 11/22/2024
Complaint: 22508640
I am rejecting this response because: I have received nothing from Xsolla that shows they deposited said purchases into my player account.
Sincerely,
***** ********Business Response
Date: 11/26/2024
Hello,
I'm sorry to hear about the issues you're facing with payments. Upon review, it seems the support team has responded to your email after confirming with game support that you successfully received the purchase. If you have further concerns, please contact game support directly at ************************************************************************. I hope this helps, and your issue gets resolved quickly!
Thank you.Initial Complaint
Date:10/28/2024
Type: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 paid this fee, and for an account on the VIP Spades site. This site restricted my account, and did not answer previous request for refund, and/or thorough explanation for their actions. I amj requesting a full refund, and/or full reinstatement of the account.Business Response
Date: 11/10/2024
Hello,
I'm sorry to hear about the payment issues you're experiencing. I recommend contacting Xsolla support team at ********************************** or via Live chat for further assistance, as they are equipped to handle these matters directly. I hope this helps, and that your issue is resolved smoothly.
Thank you.Customer Answer
Date: 11/12/2024
Complaint: 22483819
I am rejecting this response because: we have gone that route, and the organization is not returning our fees.
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:10/22/2024
Type: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.
This business is a fraudulent business i have contacted them in ticket #******* with the *** complaint stating they have not refunded me the payment even though by law they have to because the charge wasn't done by me, they are trying to scam a family living from paycheck to paycheck, honestly please don't support this type of company, thankfully the *** is investigating this issue and they will contact you very soonBusiness Response
Date: 10/23/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. Upon checking, I can see that the Case Manager has reviewed the Ticket #******* via email. I hope your issue gets resolved smoothly.
Thank you.
Customer Answer
Date: 10/25/2024
Complaint: 22457476
I am rejecting this response because:You should really hope, because my lawyer will take it from here if you don't provide a refund, I'm sorry but you cannot scam me, we can do this in court aswell it's your choice now
Sincerely,
******* ********Business Response
Date: 10/27/2024
Hello,
I understand your concern, and I apologize for any inconvenience. The case manager is actively investigating your case, and you will receive an update as soon as the investigation is complete.
Thank you for your patience and understanding.Customer Answer
Date: 10/29/2024
Complaint: 22457476
I am rejecting this response because:This is borderline harrasment now, for a refund I should keep going back and forth for half a year and yet they decline without looking into my issue, i want my refund very simple request, if you do not understand words from me, you probably will when it's from State Attorney General, wait for the complaint, I will be writing about this to all consumer agencies, give me my refund and all of us can mind their own business
Sincerely,
******* ********Initial Complaint
Date:10/09/2024
Type: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 contacted them as my child made a payment without my authorisation which isn't valid and the seller has no legal basis to retain my payment, but their support is filled full of bots who never gave me a refund. I have complained this matter to ***** and they did send them my complaint, but they are ignoring it which isn't suprising considering they might be doing illegal thingsBusiness Response
Date: 10/09/2024
Hello,
I'm sorry to hear about the payment issues you're facing. Upon checking, I noticed that the support team has already responded to your email under Ticket #*******. I recommend following up with them directly for further assistance, as I don't have the tools to resolve this issue myself. I hope everything gets sorted out for you soon!
Thank you.
Customer Answer
Date: 10/10/2024
Complaint: 22400013
I am rejecting this response because:Another bot response no wonder they are doing this to me, you'll have all the tools to solve this issue when i press charges, can the BBB help me file a suit, i can't stand these bots..
Sincerely,
****** *****Business Response
Date: 02/06/2025
Hello.
Im really sorry to hear about the trouble youre having with your payments. 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:10/08/2024
Type: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.
Xsolla keeps saying my account is being blocked for fraudent suspicion.They have failed for detailed explaination on the issue and denies to work with me on resolving the issues.Due to this I am unable to do any purchases via Xsolla which unfortunately are a monopoly when it comes to web purchases on digital game products.Business Response
Date: 10/09/2024
Hello,
I'm sorry to hear about the payment issues you're facing. It seems that the support team has already contacted you via email under Ticket #8049861. Please take a moment to review their message and respond accordingly. I hope this helps resolve the issue quickly.
Thank you.
Initial Complaint
Date:10/08/2024
Type: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 scammed out of my money, they took my money without my permission and when I contacted them, they are very rude and didn't provide any refund, I request the BBB to remove A+ accreditation, I have complained this issue to the **** I request the State attorney, *** and *** to audit this companyCustomer Answer
Date: 10/08/2024
******** ****** CaitlynBusiness Response
Date: 10/23/2024
Hello,
Im sorry to hear about the issues you're facing with payments. Upon review, I can confirm that the Case Manager has already addressed your concern via email. Please check your inbox for further details, and I hope your issue is resolved soon.
Thank you!Initial Complaint
Date:10/01/2024
Type: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 multiple times of up to $300 for something I have never used. Never heard of this company. My unemployment money I have been desperate to receive was depleted by I er $300 for this fraudulent activity. I have filled many disputes but taking so long.Business Response
Date: 10/09/2024
Hello,
I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to Xsolla support team at [email protected] 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:09/23/2024
Type: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 received a fraud alert from **** that a charge had been made to my card from this company. I contacted customer service for this company through email to have the charge cancelled. They asked for numbers off my card and screen shots from my bank. That is not appropriate if there is no fraud...Business Response
Date: 09/28/2024
Hello,
I wanted to let you know that Xsolla's support team is ready to work on your request. However, they need your credit card details to locate the fraudulent transaction in their system. I understand your concern about sharing sensitive information, but please note that they are only asking for these details to identify the payment and verify you as the account owner due to strict security measures.
We truly appreciate your patience. Thank you!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.