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Average of 58 Customer Reviews
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Review fromAmy S
Date: 09/09/2024
1 starAmy S
Date: 09/09/2024
Can I give no stars?? I have been double billed multiple times. I do not have a complete purchase history in my xsolla wallet OR in my xsolla receipt emails. ****** is the only full receipts I have. I have been denied the couple of refunds requested after not receiving in game items. The response was a generic response sending me back to the informational page of the rules of requesting a refund. Rules that were 100% followed. I also requested a refund for yet another ****** purchase I did not receive and was emailed stating the refund manager made a decision, please refer to that email. There was no other email. Upon replying to this specific email again I was answered again with we have emailed you. I specifically asked for the refund decision which I am STILL unaware of. I have come to the conclusion as of today that xsolla is underhanded at best. The storefront looks great but 1. Xsolla wallet is not keeping complete purchased item list for past purchases.2. Xsolla is NOT emailing me a receipt every purchase I make. 3. When I requested a legitimate refund I was unable to get any intelligible response AT ALL 4. XSOLLA IS DOUBLE BILLING ME FOR MULTIPLE PURCHASES!!! Which is why Number 1,2 &3 are happening. I would like to file an official complaint. I would like my COMPLETE purchase history which I have still been unable to get from Xsolla. A recent purchase history is MANDATORY in a business like this! I feel taken advantage of and would never recommend using xsolla ever.
Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We're sorry to hear that your refund request was not approved. If you still have concerns or questions regarding the decision of our refund managers, we encourage you to respond directly to the email you received from them. They will be able to provide you with further assistance and clarification. If you didn't receive it, please contact us at ******************************* and we will help you with it.
Thank you!Review fromDahlia B
Date: 08/26/2024
1 starDahlia B
Date: 08/26/2024
I have been using Xsolla to make purchases on my games WebShop. I make frequent purchases, as recent as a few days ago. Until last night. I tried to make a purchase and was given an error. Contacted them on ********. Upon contacting customer support, I was informed that my account had been locked due to a $30 chargeback coming from my card on May 22, and they gave me the last 4 digits of the card (not any of my cards). In order to unlock my account, they requested bank statements showing the transaction. After informing them that this card isn't one of mine and trying to send them my bank statement for the month of May, they disconnected. I tried to contact them multiple times, even sending them the Statements and email confirmations again. They said they could not help me and I could not appeal the lock. I have spent thousands on my gaming account and would really like to have my account unlocked. I have done my part by providing documentation and can continue to do so if Xsolla would be honorable.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
we are sorry to hear about your bad experience while purchasing via our store. Secure payments is one of our main goals. Please note that when we receive a notification about a chargeback, all related information is blocked in our system for security reasons.
We understand that in your case, the chargeback may have been processed by mistake. Please contact us via ******************************* or ********************************** for further assistance!
Thank you for your understanding!Review fromJuliana H
Date: 08/05/2024
1 starJuliana H
Date: 08/05/2024
Don't ever give them your credit card number. They renew services even if you cancel and refuse to give refunds. Buyer beware.Xsolla (USA), Inc.
Date: 05/28/2025
Hello!
We apologize for any inconvenience you may have experienced. When it comes to the trial period, it's important to keep in mind that it is limited, and once the trial period ends, the actual charge will take place.
We're sorry to hear that your refund request was not approved. If you still have concerns or questions regarding the decision of our refund managers, we encourage you to respond directly to the email you received from them. They will be able to provide you with further assistance and clarification.
Thank you!Review fromJohn B
Date: 06/06/2024
1 starJohn B
Date: 06/06/2024
Careful the refund policy is a sham.They are not what they appear, based on the many other reviews this has to be fraud.Avoid they are not what they appear and watch your account as they may try and use without authorization.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
Were always working to improve how we serve our partners and you, their players. If you have any questions or concerns about charges, please don't hesitate to contact our support team at *******************************. They are always ready to assist you and provide any necessary clarification.
Thank you!Review fromTimothy M
Date: 05/31/2024
1 starTimothy M
Date: 05/31/2024
I purchased a subscription for a game I wanted to try and purchased some in game currency , within one hour of trying it I realized it was not good and canceled subscription by contacting xsolla representative . One month later I was billed agian when contacting them about it they kept giving me a reply that stated I can not get a refund since it was consumed in game. No matter how hard I tried to explain that it was not over the consumable purchase rather than the subscription they would always point back to it than cancel the subscription. I finally chatted with another rep in live chat that also would not refund the second billing for subscription as he saw it was already handled bu the previous rep which was not. Now I have requested my account be deleted from their website as I do t trust my information in their hands. Lets see how that goes.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
Were sorry to hear that. Were always working to improve how we serve our partners and you, their players - and your opinion matters to us. If you have any specific feedback that can help to do better in the future, please visit ******************************* and send it our way.Review fromLeandra A
Date: 05/07/2024
1 starLeandra A
Date: 05/07/2024
I'd give no stars if an option!! I accidentally purchased a years membership instead of a month's membership. I got ahold of someone on customer service, they said 3-5 days their "refund managers" have to look over it. I'm on day 7, I understand that most places don't count weekends as days, but all these guys have been doing is throwing me through a loop, telling me that they are working on a refund, and when I ask to speak to someone they don't respond. They are quite literally keeping my money hostage. Their phone number doesn't work so don't bother calling them. This place is a joke!!Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We completely understand that waiting for a response can be frustrating, especially when our support team is handling a large number of inquiries. We want to assure you that we value your time and are doing our best to address each request as quickly as possible. However, due to the high volume of inquiries, the response time from our managers may take more time than usual. We kindly ask for your patience and understanding during such time.
If you still have concerns or questions regarding the refund, we encourage you to respond directly to the email you received from us or contact us via *******************************
Thank you!Review fromS. T
Date: 04/11/2024
1 starS. T
Date: 04/11/2024
If I could leave a negative review, I certainly would. Their customer service is the worst I've ever experienced. Not only did they double charge me, but despite my emails and chats spanning over two weeks, they only responded after my credit card company disputed the charge and I filed a complaint with the Better Business Bureau (BBB).Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
Were sorry to hear that. Were always working to improve how we serve our partners and you, their players - and your opinion matters to us. If you have any specific feedback that can help to do better in the future, please visit ******************************* and send it our way.
Thank you!Review fromDevin E
Date: 04/04/2024
1 starDevin E
Date: 04/04/2024
Xsolla associated my card with a disupted charge that my bank doesn't have a record of. It was associated with someone else's email and Roblox account. As such, it marked my card as fraudulent and has limited its use. Not a high quality service.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
we are sorry to hear about your bad experience while purchasing via our store. Secure payments is one of our main goals. Please note that when we receive a notification about a chargeback, all related information is blocked in our system for security reasons.
We understand that in your case, the chargeback may have been opened by mistake. Please contact us at ******************************* so we could provide further assistance and help resolve the issue.
Thank you for your understanding!Review fromWilliam K
Date: 03/21/2024
1 starWilliam K
Date: 03/21/2024
Recently had a dispute with this company. They then blocked me from future purchases and called my account fraudulent. Very disappointing considering the amount of money i spent with them !!!Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
we are sorry to hear about your bad experience while purchasing via our store. Secure payments is one of our main goals. Please note that when we receive a notification about a chargeback, all related information is blocked in our system for security reasons.
We understand that in your case, the chargeback may have been opened by mistake. Please contact us at ******************************* so we could provide further assistance and help resolve the issue.
Thank you for your understanding!Review fromKeir P
Date: 03/12/2024
2 starsKeir P
Date: 03/12/2024
They can take your money instantly but it takes 10 days to get a refund.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We understand that waiting for a refund can be a bit frustrating, but please note that it may take up to 10 days for the funds to be fully processed. The exact time depends on the banks/card issuers.
Thank you for understanding!
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