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Average of 58 Customer Reviews
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Review fromJ. R.
Date: 03/06/2024
1 starJ. R.
Date: 03/06/2024
I have been blocked for life over a simple mistake by myself to xsolla. Not only is their security high their customer service is worse than telemarketing. I agreed to pay for the mistake immediately and was shut down. Now if any app uses xsolla as a platform I refuse to use it. All this security over a $50 charge and no options to reconcile is ridiculous
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!J. R.
Date: 06/04/2025
I have reached out before on multiple occasions and was told the same answer every single time, provide the documentation, which was a prepaid card service through my bank that was closed as they switched to a new prepaid system. I could not and still can not provide a statement with the said charge. I even offered to pay for the charge back, being proactive and trying to reconcile through another means to be told very rudely that without that statement nothing can be done.Review fromJim C
Date: 03/01/2024
1 starJim C
Date: 03/01/2024
A company that got "too big for their boots." They have so much success and money now that customer service and respect mean nothing to them. They understand that they CAN be rude and disrespectful to customers and employees because they are too large to fail at this point. Why waste time treating people with respect when there is money to be made?Long story short, I got a large charge on my PayPal from "Xsolla" which I had never heard of before and I didn't recognize, so I immediately tried to refund it via PayPal. It was promptly declined which made me realise I must've made a mistake, so after looking more into it I realised yes I'd messed up and made an effort to message support and clearly explain the situation.The response I got from them, and not only the support members but the supervisor also, was "Lol too bad" and then ghosted. Obviously they didn't say those words exactly, but what they said meant the same thing. They refuse to help and simply don't care enough to do so because, as I mentioned earlier, the success has made them feel as if they don't need to treat people with respect.I highly recommend avoiding this company if possible. I'm aware that this little review probably does nothing to them, but even if it helps one person avoid the experience I'm currently having with them, it is worth my time.Thanks for reading.Xsolla (USA), Inc.
Date: 03/07/2024
Hello,
Were sorry for any inconvenience while weve handled your case. We know these things can be frustrating, but were dedicated to getting everything right to correct the issue. If you have any specific feedback about our response time, please visit help.xsolla.comReview fromJonathan P
Date: 02/22/2024
1 starJonathan P
Date: 02/22/2024
I saw a payment about to happen / happening for Dual Universe, to which I bought a year's access (maybe in 2021?) during the pandemic. I see now that it was a recurring ~$150 per year charge. Was fine when I had a well-paying job and didn't notice or care, but when it came to my attention this year (when money is tight), it was too late to cancel 12 future months of a game I haven't played in 3 years and I'm now on the hook for the charge for something I'm never going to use. Cool / not cool.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We apologize for any inconvenience you may have experienced. When it comes to subscriptions, please remember that they renew automatically unless it was cancelled before the renewal period.
We totally understand your frustration, if any assistance is needed with it, please contact us ******************************* for further assistance.
Thank you!Review fromAlisha B
Date: 02/21/2024
1 starAlisha B
Date: 02/21/2024
XSOLLA has frauded me for 13 charges of $54.33. This company is a fraud. No idea who or what they do. Never engaged their services. BEWARE> no way to contact them. Absolutely thieving company.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We are sorry to hear about it. If you have any issues with the charges or detect any fraudulent activity please contact us at ******************************* for further assistance.
Thank you!Review fromRobert K
Date: 02/18/2024
1 starRobert K
Date: 02/18/2024
The company sold a product in association with an android game, suggesting there would be bonus players associated with the game. None of the players in the box were bonus players. They refuse to refund the purchase.Xsolla (USA), Inc.
Date: 05/28/2025
Hello!
It's unfortunate that you faced some issue while using Xsolla.
If there is anything else we can assist you with, please don't hesitate to reach out to us again at *******************************.
Thank you.Review fromJanet K
Date: 02/14/2024
1 starJanet K
Date: 02/14/2024
Xsolla's website is designed to be impossible to use to cancel an account. The only way to grab customer "service" attention to cancel an account is to cancel the payer source. THIS IS A RACKET. Caveat emptor.Xsolla (USA), Inc.
Date: 02/18/2024
Hello!
We're sorry to hear that you encountered some issues. Please note that you can always reach out to our support team for assistance by sending a request to help.xsolla.com. Our support agents will be happy to assist you with any concerns you may have. Thank you
Review fromRaymond T
Date: 02/06/2024
1 starRaymond T
Date: 02/06/2024
I filed a chargeback for legit fraud charges for something that was not supposed to be on my credit card statement. The bank included 20 dollars worth of purchases from Xsolla payment processor by a mistake. Xsolla then banned me from making purchases "forever" at that point from their payment processing system. This was the worst thing that could happen because I can't make purchases on my Magic the Gathering Arena account anymore which *****, because it was just an accident! I asked if I could do anything to help this and they denied taking ******************************** calling the bank to work it out. They denied any resolution and offered me zero help, simply telling me the same thing over and over. I have spent thousands of dollars over the years with no problem on the same game (Magic the Gathering Arena) yet, this company refuses to help me. I have since deleted my game account 1 day before the new MTGA set release to boycott this awful payment provider.Xsolla (USA), Inc.
Date: 02/18/2024
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. Not to worry, our team will be reaching out to you shortly to provide further assistance and help resolve the issue. Thank you for your understanding!Review fromRandolph G
Date: 01/20/2024
1 starRandolph G
Date: 01/20/2024
I had made a AI Voice Purchase threw Xsolla on 12/24/23, I didnt like it and requested a refund on 12/27/23 finally by 1/11/24 I got a person to respond to my email ( ***** ) and said it has been resolved. Then on 1/16/24 I get this email Regrettably, I am unable to process a refund for the payment. According to the refund policy of the service, this purchase is final, and the refund is not allowed in this case. they dragged it on for so long I was out of my 7 day trial and now wont refund me the $60 for Voice AI that I will NEVER use because its not a good service and doesnt worm good. ZERO STARS! Frauds! They also take days to weeks to respond to refund requests!Xsolla (USA), Inc.
Date: 01/30/2024
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 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 this time.
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 fromAlicia B
Date: 01/20/2024
1 starAlicia B
Date: 01/20/2024
Charged my card twice for the same game, I had to answer a security question of how much they charged my credit card under $2 to start the download which i did, it was $0.84 which was refunded after we answered the question. (Never gave consent for a second charge) checked my account today and they charged me again for the same game. 3 charges total when I consented to 1! No consent for the second or third charge, no security question, nothing, just charged me. Then when I tried to contact the company Im told it can take up to 30 days to receive my refund for money I never consented to having removed from my account . Then the person says, happy I was able to resolve your issue and that was it. Tried asking how this happened, how they can take my money without consent, why it takes 30 days to get money back they didnt have consent to take from my account, why I was charged twice for the same exact game and was ignored. I have zero faith *** get that refund. It amazes me that a company selling video games has apparently met security standards to sell games and scams innocent people out of their money and is aloud to continue doing business. Seeing all these reviews its clearly well known and its continuing to happen. They should be shut down!!! Last time I checked taking something from someone without consent is theft accessing someones personal bank or credit account without permission also constitutes fraud! SHUT THIS COMPANY DOWN!!!! Your clearly aware of what they are doing! SHUT IT DOWN! STOP ALLOWING THIS TO CONTINUE UNCHECKED!Xsolla (USA), Inc.
Date: 01/30/2024
Hello!
We sincerely apologize for the issue you encountered during the payment process.
Based on our system records, it appears that two payments were made within a short time frame. However, the duplicate payment has been successfully refunded on our end. 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 users' banks/card issuers.
If you have any further questions or concerns, please don't hesitate to contact our support team at help.xsolla.com. They are always ready to assist you and provide any necessary clarification. Thank youReview fromKyle S
Date: 01/16/2024
1 starKyle S
Date: 01/16/2024
I am unable to make a purchase in game, and customer support claims that someone charged back a purchase in another game that I have never played. I've never played the other game and that game doesn't even have an account with my email. The card used is not my card. They refuse to let me verify my identity, and took hours to respond in a live chat trying to give me the run-around. They don't even want my money, so I can't imagine why anyone would use them for their game payment services.Xsolla (USA), Inc.
Date: 01/17/2024
Hello!
We apologize for any inconvenience you experienced while making a payment through our system. Based on our records, it appears that your issue has already been resolved by our support team via the live chat, and you were able to successfully make a new payment. We sincerely appreciate your understanding and patience during the verification process.
If you have any further questions or concerns, please don't hesitate to contact our support team again. You can reach us via email at *********************************** visit our help center at help.xsolla.com, or use our live chat feature. Thank you for choosing our services!
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