Reviews
Customer Review Ratings
Average of 58 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromRobbie P
Date: 12/09/2023
1 starRobbie P
Date: 12/09/2023
Xsolla and WB games are frauds. They prey on those susceptible to addiction. Yes Ill admit it on my end. Ive been addicted to game of thrones conquest. I recently decided to buy a couple packs via gems through Xsolla to finish an event and get extra gold from the Thanksgiving gold event. I had 40 minutes to finish the events. My purchase never came through in time to get the two packs needed. Once the events expired I lost out on the packs as they were gone and the extra gold, which is life blood of game. I contact xsolla and win games immediately asking for a refund. Xsolla said I would get it back in 3-5 days since I hadnt received the gems. Well after that request the gems magically appeared and now they wont refund. I dont want or need. Both companies say to talk to the other but neither wants to help. Instead they treat their customers as losers worthy of auto responses only. Its funny.. back in march many players used the currency drop in ******* via vpn to purchase massive amounts of gems for very little cost. This fraud was actually rewarded by both companies with refunds and allowing the players to keep their gems which has now created a massive unfair advantage. Commit fraud in them get rewarded. Have a legitimate issue get told to go pound sand. Class action anyone?
Xsolla (USA), Inc.
Date: 06/04/2025
Hello,
Thank you for reaching out and sharing your experience. We genuinely understand how frustrating this situation must be, especially when your purchase did not arrive in time to support your in-game progress.
After reviewing your case, we see that the purchased gems were eventually delivered. In such instances, and in accordance with our refund policy, we are unfortunately unable to issue a refund for successfully delivered digital content. We understand this may not be the outcome you were hoping for, and we're truly sorry for the inconvenience it has caused.
We also understand your concerns about fairness and past incidents you've mentioned. Please know that we always strive to handle every case fairly and consistently, but outcomes may vary depending on the specific circumstances and platform policies involved.
We sincerely appreciate your feedback. Please feel free to contact our support at ******************************* or via email ********************************** in case of any questions.
Thank you for your understanding.Review fromA. H
Date: 12/06/2023
1 starA. H
Date: 12/06/2023
I received an error in attempts to make a purchase through Xsolla in November, eventually, after many tries over a few days, one of my payments were successful. A few days later when I checked my bank statements, I saw I was charged multiple times for services I never received. I was able to get my money refunded rather promptly. However, this month I attempted to purchase again using the Xsolla service, and kept being met with another error until I eventually went to support. ***** informed me that my account was now deemed to be compromised and was banned from their service. So from what I understand, I was banned because your service was not working properly and overcharged me. After that I responded trying to figure out if there was anything that we could do to remedy this situation given Xsollas error was not my fault, rather a problem with the system, to be met with radio silence. Horrible customer service, why should I be punished because your system is not working properly? I am more than happy to remove this review if my account may be recovered. If not, this is a warning to others. Xsolla does not care about you, they just want your money, when they s**** up, its on you? Help me understand why I should be banned from a service simply because your service was not working properly for a short period of time.Xsolla (USA), Inc.
Date: 06/04/2025
Hello,
Im really sorry to hear about the issues youre experiencing with your payments. To help get this resolved, I strongly encourage you to reach out to our Xsolla Support team directly again at ********************************** as they want to resolve this matter positively for you. Theyre best equipped with the tools and access needed to investigate and assist you further.
When contacting them, please be sure to include as many relevant details as possible so they can address your concern quickly and effectively. I truly hope this is sorted out promptly and to your satisfaction.
Thank you for your patience and understanding.Review fromKim H
Date: 11/29/2023
1 starKim H
Date: 11/29/2023
They are scammers. Won't refund double purchase. Want bank statement. Nope?!Xsolla (USA), Inc.
Date: 06/04/2025
Hello!
It's unfortunate that you faced some issue while using Xsolla.
Based on our records, it appears that the problem was successfully resolved shortly after you contacted our support team. We are pleased to see that you were able to make a successful payment.
If there is anything else we can assist you with, please don't hesitate to reach out to us again at *******************************. Thank you.Review fromSean W
Date: 11/28/2023
1 starSean W
Date: 11/28/2023
They make it insanely difficult to cancel subscriptions and then lie to you about it being cancelled.Xsolla (USA), Inc.
Date: 06/04/2025
Hello,
Were sorry to hear that you encountered an issue while using Xsolla.
Please know that were still here to assist you with your subscription cancellation request. However, I wasnt able to locate any request linked to your email address in our system.
To ensure you receive the support you need, I recommend reaching out to our team at *********************************** Alternatively, for quicker assistance, you can use the live chat feature available in your Xsolla Wallet account, where our support agents are available 24/7.
When you reach out, please include as many details as possible about the issue,this will help our team assist you more efficiently. We truly hope to get this resolved for you as soon as possible.
Thank you for your patience and understanding.Review fromRobert B
Date: 11/18/2023
1 starRobert B
Date: 11/18/2023
I was double charged and it has been 2 weeks without any resolve or contact. This is taking advantage of customers or just not caring about the customer base. Im filing a fraudulent charge complaint with my credit company. They say we will get back to you in 24 hours and its been 2 weeks. Simply need to have their hand slapped by someone within the judicial system. I would not be surprised if a civil lawsuit is filed against them at some point soon.Xsolla (USA), Inc.
Date: 06/04/2025
Hello,
Im following up on your refund request. After reviewing the case, our Refund Manager has confirmed that were unable to proceed with a refund, as the purchase has already been used.
We understand this may not be the resolution you were hoping for, and we genuinely appreciate your understanding. Please feel free to contact our support at ******************************* or via email ********************************** in case of any questions. Thank you.Review fromFrancisco G
Date: 11/11/2023
1 starFrancisco G
Date: 11/11/2023
Like many others Xsolla either doesn't work and blocks their payment or they take your payment and doesn't allow access to the game you just bought. Why companies use this payment system is a wander to us all. Their support is non existent and no help at all. I can't wait for their copy and paste reply to this. Just look at all these complaints. They should be shut down.Xsolla (USA), Inc.
Date: 11/14/2023
Hello!
It's unfortunate that you faced some issue while using Xsolla.
Based on our records, it appears that the problem was successfully resolved shortly after you contacted our support team. We are pleased to see that you were able to make a successful payment.
If there is anything else we can assist you with, please don't hesitate to reach out to us again at help.xsolla.com. Thank you.Review fromMary V M
Date: 10/04/2023
1 starMary V M
Date: 10/04/2023
This company is very frustrating to talk with. This is the 2nd and last time I will ever buy another game from them. In both incidents I was charged twice for same game....BE AWARE!!!Xsolla (USA), Inc.
Date: 10/05/2023
Hello!
We are sorry to hear about the issue you have encountered. Based on our records, it appears that you have already been in touch with our support team, and they are currently investigating your case. We highly appreciate your cooperation in addressing this matter and suggest that you continue communicating with our agents for further assistance. Thank you.Review fromLynda v
Date: 09/29/2023
1 starLynda v
Date: 09/29/2023
Horrible company to deal with! Very rude and accuse you of being a fraud when you try to dispute anything! and when you send them proof that all is resolved with a company paying them they still lock your account and call you a fraud -they stored and made charges on a card that shouldn't have been stored and that they didn't have permission to have access to -Xsolla (USA), Inc.
Date: 10/01/2023
Hello!
We are sorry to hear that you encountered such an issue.
Ensuring secure payments is one of our top priorities. If our system detects a chargeback or a dispute, access to our system is blocked for security reasons.
It appears that you have already been in contact with our support agents regarding this matter, and they have provided you with all the necessary information to help resolve this issue.
If you have any further questions or need any additional assistance, please don't hesitate to reach out to us again at help.xsolla.com. Thank you!Review fromDarlene K
Date: 08/29/2023
1 starDarlene K
Date: 08/29/2023
They are scammers! Charged me for something I didnt receive! And refused to refund my money.Xsolla (USA), Inc.
Date: 06/04/2025
Hello!
Were sorry to hear you experienced an issue while using Xsolla.
After checking with the game support team, they have confirmed that the purchase was successfully delivered to your game account. Based on this confirmation, our Refund Manager was unable to approve a refund for the transaction.
However, if you still believe your case qualifies for a refund, we recommend reaching out to the games support team directly. They may be able to review your request further or provide additional assistance.
Thank you for your understanding.Review fromDanny J
Date: 08/05/2023
1 starDanny J
Date: 08/05/2023
I was charged for something I never ordered. I don't play video games, I have better things to do with my time. I'm going to my bank and dispute this charge. I would like to knw how they even got my card number.Xsolla (USA), Inc.
Date: 08/10/2023
Hello!
We sincerely apologize to hear that your payment account has been compromised. We understand the seriousness of this matter and would like to assist you in resolving it.Please don't hesitate to reach out to our support team at help.xsolla.com or via email at *********************************** And we will review your case thoroughly. 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.