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:09/23/2024

  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.

  I recently made 6 purchases through Xsolla from a game called Night Crows. I had issue making a payment so one of the representative (named Deez) helped me process these payments by manually processing order on her system and she requested me to send a photo of the credit card that I am using. Then 2 days later those 6 transactions were refunded back to my credit card which lead to my game account being restricted. Now the game is requesting me to repurchase those 6 transactions to regain access back to my account. The only way to repurchase is through Xsolla and Xsolla is accusing me of "abnormal payment patterns" that I do not know of and would not provide any further information about the accusation. My character is an NFT character which costs me $5000 to purchase and due to one of their representative processing these payment without proper knowledge on how their security system works. I tried reaching out to Xsolla **************** times and they would not own the mistake of the representative who processed these payments and would not let me repurchase those transaction to get my access back on my game account. On top of the $5000 I spent buying the Character NFT, I spent around $5000 more on in-game items/currency. The 6 transaction mentioned above is $259.94 and I no longer have access on my game account because of this amount due to negligence on Xsolla's side. I am basically losing $10,000 just because they accuse me of something that their representative did. I also tried contacting the support for the game and was told that XSOLLA is the only one who could help me repurchase the $259.94 to get my access back on my account. I have been dealing with Xsolla for about 10 days now and it has been very frustrating, I am stressed out because of this issue and lack of assistance on Xsolla's part.

  

  Business Response

  Date: 09/28/2024

  Hello,
  
  I'm sorry to hear about the issues you're encountering with payments. Upon checking, I can see that the Xsolla help support team has responded to your email. I recommend reaching out to our support team directly for next course of action. 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: 10/01/2024

   
  Complaint: 22316887
  
  I am rejecting this response because:

  I have contacted their support numerous times and have not reached any resolution.  

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

  

  Business Response

  Date: 10/09/2024

  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. 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: 10/10/2024

   
  Complaint: 22316887
  
  I am rejecting this response because:

  Same robotic responses. Useless COMPANY EVER ALONG WITH WEMADE!
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 02/06/2025

  Hello,
  
  I apologize for the payment issues you're experiencing. To get this resolved, I suggest reaching out to our support team at ********************************** for further assistance. Unfortunately, I dont have the necessary option to handle this matter myself. Theyll be able to provide more detailed help and guide you through the process. I hope your issue is sorted out as soon as possible.
  
  Thank you.
  

• Initial Complaint

  Date:09/06/2024

  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.

  This business lures in children and entices them to buy virtual products without requiring any payment confirmation from parents and now they won't agree to refund me the money even though I repeatedly told them that I did not do this payment, I sent them a demand letter to refund me and all they do is ignore it. They have also banned communication in the middle of resolving a dispute, if any child protective services are reading this complaint, please take action against this company

  

  Business Response

  Date: 09/18/2024

  Hello there. 
   
  I would like to highlight that Xsolla help support are actively working on your request, but they just need more time to look into it before they can give you an update. Truly appreciate your patience! 

  Thank you.

  Customer Answer

  Date: 09/22/2024

   
  
  Complaint: 22248499
  
  
  
  I am rejecting this response because:

  After the run around for months by your 'help support' I do not believe any single word by this company, sent them legal notices which their 'help support' ignored, will deal this in court if you keep running your fraud tactics with me
  
  
  
  Sincerely,
  
  
  
  James Marston

  

  Business Response

  Date: 09/28/2024

  Hello,
  
  I’m sorry to hear about the payment issues you're facing. The refund manager suggests contacting your payment provider or bank directly to request a refund. They have more detailed information on your payment history and can thoroughly investigate your claim.
  
  Once they receive an official letter from the legal entity handling your case, they will provide all the necessary details.
  
  Thank you!

  Customer Answer

  Date: 10/01/2024

   
  
  Complaint: 22248499
  
  
  
  I am rejecting this response because:

  I have already contacted my bank many times who have said that you hold responsibility for this payment, you have to refund me
  
  
  
  Sincerely,
  
  
  
  James Marston

  

  Business Response

  Date: 10/09/2024

  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. I recommend reaching out to Xsolla 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:09/06/2024

  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 was locked out of my email for over a month from 8/1/24 until 09/04/24 and when I finally got in found a ton of charges from this company for a so called game Pokmon Go Webstore. I got all my information stole and reported with them it was fraud they said they give me a refund for everything and a couple hours later they closed the case said there wasnt enough evidence and no appeal process and denied my money back. I need that money back because now I cant pay my bills I didnt make the purchases. (Below is the amount that I didnt pay someone else stole my info and used it).

  

  Business Response

  Date: 09/18/2024

  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:09/04/2024

  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.

  I have never used Xsolla pay ever but still it tells me i have chargebacks to my account with error code and i want to just buy something online for a one itme purchase and it is making my experience with it extremley difficult

  

  Business Response

  Date: 09/18/2024

  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:08/28/2024

  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.

  Back in June, my minor son made a payment to buy some game without my permission, as soon as I realised this, I contacted this company to refund me since I did not authorise this payment, after 200+ emails of trying to find a solution nothing was provided to me, all they did was blackmail me to file a complaint and go to court (since they know it will be a hassle and I am not in a financial position to pay legal fees) knowing this they exploited my situation. I have even submitted all the proofs required to prove that this payment wasnt done by me, but they want to make profits hence they won't refund me. Please stay away from this scam company and check their reviews on trustpilot and ******, apparently they have a method to fraud people and turns out I'm not alone, it's their routine to make money and they will do it whatsoever.

  

  Business Response

  Date: 09/18/2024

  Hello there. 
   
  I would like to highlight that Xsolla help support are actively working on your request, but they just need more time to look into it before they can give you an update . Truly appreciate your patience! 

  Thank you.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22209160
  
  I am rejecting this response because: 

  I still did not get the refund, they say one thing and do not follow up with it, I'm tired of doing this, Can the BBB intervene and help me file class action lawsuit? I only need few more people to file class action lawsuit against this fraud company, to anyone facing similar situation pls reach out to me, we can take them to court easily given their reputation 

  
  Sincerely,
  
  **** J ******

  

  Business Response

  Date: 02/04/2025

  Hello there. 
   
  I would like to highlight that Xsolla help support are actively working on your request via email ( Ticket #*******), but they just need more time to look into it before they can give you an update. Truly appreciate your patience! 
  
  Thank you.

• Initial Complaint

  Date:08/15/2024

  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.

  A company xsolla I saw was taking amounts of money past few months. I have been sick in n out of hospital when I noticed I contacted xsolla first rep in chat said Id get refund 2nd said she was unsure I got an email and was denied I asked for evidence I never heard of them never sent it I went to my bank and 42 disputes were denied?? Its over 350$ I also made a police report

  

  Business Response

  Date: 08/16/2024

  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:08/05/2024

  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.

  I used ******** in the past a few times, but realized their service was not sufficient so I cancelled the account at the beginning of 2024. They charged my credit card in July of 2024. I contacted the company that I cancelled the account and should not have been charged, I never heard back from them. I again contacted them on 8/5/24 and they said they denied my request to be refunded back in June, yet I had never been contacted and they still refuse to refund me the $154.86 to my credit card. Their business practices are crooked.

  

  Business Response

  Date: 08/09/2024

  Hello,
  
  I'm sorry to hear about the issues you're encountering with payments. I recommend reaching out to the 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: 08/12/2024

   
  Complaint: 22095554
  
  I am rejecting this response because: This is not a response.  Saying you aren't able to do anything does nothing for the customer.  I have emailed, chatted, to no resolve.  So emailing the company does not work.  But, I did file a dispute with the credit card company so I am hoping they will deny the charge.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 02/06/2025

  Hello,
  
  I apologize for the payment issues you're experiencing. To get this resolved, I suggest reaching out to our support team at ********************************** for further assistance. Theyll be able to provide more detailed help and guide you through the process. I hope your issue is sorted out as soon as possible.
  
  Thank you.

  Customer Answer

  Date: 02/07/2025

   
  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:07/29/2024

  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.

  On 7/26/24 I attempted to purchase a product through the Xsolla service. I was prompted to contact customer support. Upon contacting customer support, I was informed that my account had been locked due to a chargeback coming from my card, for a purchase I did not make. In order to unlock my account, they requested bank statements showing the transaction that did not occur. After informing them that said transaction did not appear on my bank statement, they said they could not help me further, and I could not appeal the lock. When attempting to get a supervisor or similar person to help, I was not responded to and disconnected from the chat.To be satisfied, I wish to have my account unlocked and be able to support the companies that contracted this one to handle payment processing.

  

  Business Response

  Date: 07/30/2024

  Hello,
  
  I sincerely apologize for the inconvenience you're experiencing. After checking with the Xsolla Support team, I see they have reached out to you via email to address this issue and investigate thoroughly.
  
  Your ticket reference number is *******. Please respond to the email with all the required information for further investigation by the dedicated team. I hope your concern will be resolved smoothly.
  
  Thank you for your cooperation, and have a nice day.

• Initial Complaint

  Date:07/16/2024

  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.

  I have been charged fraudulently multiple times and have reached out over and over again to get this matter resolved with no response. This company is a scam. I NEVER signed up for anything from this company. This is been done so by someone without my consent.

  

  Business Response

  Date: 07/23/2024

  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:07/10/2024

  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.

  On June 14, 2024 I play Bingo bash digital video games online they have digital games that can enhance your game plays like they have an ultimate game pass to help your game plays. I purchase the ultimate pass for $4.99 plus tax made it $5.51 the same time I used my **** card the digital ultimate pass didn't happened so I told them I want my money back because within those days I saw nothing added to my account to help my play on June 17, 2024 I told them I didn't received the bingo bash chips and chips that came with the software and I don't want it and I want my money back to my **** card, they had said I was going to get my money said ***** ? then later they said I can't get my money it's not my fault the ultimate pass wast not showing up with my game plays that's why I alerted them in the first place to let them know I see nothing of their digital play and I changed my mind I just want my money back they have my money and the digital software that I never used they say you have 14 days I decided within a couple of days I want my money even if it's not $100.00 it's still money and it's my money? It's my money I ask them to put it back on my **** card It is the Bingo bash # ********** with Xsolla (USA) **************************************************************************

  

  Business Response

  Date: 07/11/2024

  Hello,
  
  I apologize for the inconvenience. Rest assured, our support team is investigating your issue and will update you via email as soon as the review is complete. Please wait for their response. I appreciate your patience and understanding.
  
  Thank you.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21968297
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************** What I want is my refund from the software company my $5.51 back to my **** card and that will be the end of this case give me my money back,the case will be close I just want money back it may be $5.51 but its my money . The company has had a lot of time to give my money back and didn't do it?

   

  

  Business Response

  Date: 07/23/2024

  Hello.
  

  I can see that the refund manager has responded to your concern accordingly. However, if you think your purchase is still eligible for a refund, you can try contacting the game support directly and they may be able to help you or you can reply to the refund manager via email for the next course of action. 
   
  Thank you for understanding.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21968297
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************