Reviews
Customer Review Ratings
Average of 58 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromDouglas H
Date: 06/20/2023
1 starDouglas H
Date: 06/20/2023
Dont do business with xsolla !!!Horrible- Im still waiting for a refund of an mistaken/ unauthorized purchase of 21 dollars made from my card - they have this automated response system called babka that lies to you - I give this business a five skull rating ??????????
Xsolla (USA), Inc.
Date: 06/23/2023
Hello!
We are sorry to hear that you faced this issue and your card was used without your permission.
According to our records, you already had the conversation with our support agent and all reported transactions were refunded on our end.Our best recommendation is to contact your bank and check your refund with them.
In case of any other questions, please feel free to reach out to ** at help.xsolla.com. Thank you!Review fromJames M
Date: 05/31/2023
1 starCompany has locked my account and refuses to unlock it due to a $14.99 purchase that was made fraudulently on my account in October of 2019. Won't work with me to make my account useable, I'm not even trying to purchase anything for the game they're claiming. I was also unaware I had any form of account with ********************** or anything of the sort, how the **** did they get any of my information? How was this account set up? The game is MTG arena... I'm trying to make a purchase for Path of exile, the two aren't related, my email address is different. How would they have gotten any info?Scam company, steals info from you somehow.Review fromMelissa W
Date: 05/07/2023
1 starMelissa W
Date: 05/07/2023
This was my final email to them this morning after an unbelievable experience with them. I have provided PROOF that my transaction wasn't fraudulent and yet you claim you investigated. How does a Paypal payment get flagged as unauthorized when ****** even says it's not unauthorized? I provided that proof. So let's recap shall we? First, it started with my ** Game of Thrones Conquest game account suddenly suspended for 15 days on May 1, 2023. Their email claimed I had excessive refunds. That wasn't possible because in the 4 years I've played I never requested a single refund in ANY of the multiple game accounts I have had. So I start investigating. I look through my email account associated with the suspended account and I see a purchase on April 24 for ****** which is correct. Then I see an e-mail immediately following that purchase confirmation that is a refund confirmation. Odd. I then logged in my PayPal and looked to see if there really was a refund. Nope, no refund. While it's not in remotely close to "excessive", clearly that was the issue ** was informing me about. Should be easy to get sorted, right? Ha!So, upon reaching out to you to figure out what the happened and opening a case through Paypal, your first response was to oddly refund the purchase (May 2) and close the case with PayPal. Uhh, what? Then, when I responded back asking why you would refund me when I wasn't asking for a refund - I was trying to get you to resolve the issue with my game account being wrongly suspended for refunds - your second response was that the purchase you refunded was flagged as unauthorized. Um, why didn't you respond to PayPal with that?? As if it couldn't get any more ridiculous, your third and fourth responses have now escalated to you not accepting payments from me. What in the actual insanity is that nonsense? BEWARE FOLKSXsolla (USA), Inc.
Date: 05/09/2023
Hello *******,
We apologize that you are running into this error. Our team is aware of your issue and they are investigating it at this moment.
According to our system, you already have a conversation with our support agent. Please wait for the update via email. Thank you!Melissa W
Date: 05/12/2023
Situation is still not fully resolved. They claim they have removed the block for me to use their payment service but my game account is STILL in suspension because of this fiasco and responses are being ignored now by both Xsolla and WB Games of Thrones Conquest.Review fromChristopher C
Date: 04/25/2023
1 starChristopher C
Date: 04/25/2023
Had a fraudulent transaction from 3 years ago on my account and the dispute closed in my favor after reviewing the evidence. Since then, the company has locked my account and has not allowed me to use it or make a purchase after resetting and securing all of my information. Take some ownership in your *** security systems and implement 2FA like any reputable gaming company would.Xsolla (USA), Inc.
Date: 04/30/2023
Hello,We are sorry to hear about your frustrating experience with purchasing via our store. Please note that we take security and compliance very seriously, Xsolla is PCI DSS Level 1 compliant, which is the highest level of security for online merchants. Xsolla is also a BBB accredited business. When we receive any notification about unauthorized payments, we block the whole access to our payment platform for security reasons. We received a dispute from your payment option regarding the payment mentioned above. If you would like to get some more information about the issue, please, reach us at help.xsolla.com and we will be able to check possibility of unblocking. Thank you!Review fromMike C
Date: 04/22/2023
1 starMike C
Date: 04/22/2023
I bought a popular pc game (Civilization V) through the manufacturer's website (2K), and was routed through Xsolla for payment. Everything looked legit, so I entered my credit card info and bought the game. My card was charged, but I never received the game. I wish I had read some reviews on this company before making the "purchase".Xsolla (USA), Inc.
Date: 06/04/2025
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,Review fromKalvi R
Date: 03/24/2023
1 starKalvi R
Date: 03/24/2023
Last night on a way home from work my bank started suddenly send me the messages that my payment has been declined. in 40 minutes time there has been 9 attempts from Xsolla company to charge my card with different amount each varying from **** to *****. the first to charges went through and then the banks fraud alert was activated and the rest were declined. I have never been gamer neither I have never used my cards for online games, so the big question is where do they have my card details from. After finding their website last night someone called ***** from customer service started to chat with me. The English writing of that person was so questionable that this even raised my alarm bells further. I demanded to know which account and username has made the purchases and I was told its some game the kids are playing. Funny enough do not have even kids. After demanding the immediate refund they asked my card details, which is another thing they should not do. And then I was asked my email address to be able to get replay from their **************. The replay came after 2 hours where I was told that they are sorry that someone else has my card details and that they will do refund within **** working days. Lets see now if the refund will be done, but in meantime seeing the excessive trial to charge my card 9 times in 40 minutes I have filled in complain and denounced them to police as well. The way this ***** was writing to me and the way they have responded makes you wonder what kind a company this is. Using funny names in customer service department and avatar photos, if you are legit company you have real people using their names answering you requests and questions.Xsolla (USA), Inc.
Date: 03/26/2023
Hello!
We are sorry to hear that your card was compromised.
We do understand your frustration. Based on what you have explained, it sounds like someone used your card information to make payments via Xsolla. We pay a lot of attention to combating fraud activity and carefully investigate every case.
According to our system, your fraud claim has been reviewed and our refund managers already contacted you regarding your refund.
If you have any questions, please feel free to contact us at help.xsolla.com or via email *********************************** Thank you!
Review fromMichael L
Date: 03/22/2023
1 starMichael L
Date: 03/22/2023
Like many others on this forum, I had my account banned due to "fraudulent disputes" on an app that I have never downloaded or played. They try to say that the disputes happened 2 days before I reached out to their "support" (can you even call them that? They're worthless). If someone bought something using my ******* Playstore" account like they had mentioned, I would've gotten an email showing they did. Worthless payment processor with an even more worthless support staff. I cant pay for my music subscription now because of the bogus ban by Xsolla.Xsolla (USA), Inc.
Date: 03/25/2023
Hello *******,
we are extremely sorry to hear that you faced some issues while making payments via our store.
Secure payment processing is one of our priorities. We take fraud and security seriously and carefully investigate every case. Unfortunately, we do not see any requests from you in our records associated with your email. We would like to take a closer look into this issue and make things right.Our support team sent you a request to get additional information to investigate it. Please check your inbox.
Thank you!Review fromSteven P
Date: 03/15/2023
1 starSteven P
Date: 03/15/2023
How can this company even exist for payment processing in the gaming industry? I recently tried to make additional purchases through my favorite games webstore only to be suddenly denied, after many purchases made there. After contacting the online support (which leaves alot to be desired for communications) they said due to potential fraudulent activity flagged by some random purchase dispute 2 weeks prior to my last successful purchases, they have since banned me (an error **** code) from making purchases and now want proof, which I have none to show as there have been no disputes made by myself through the payment system I usedXsolla (USA), Inc.
Date: 04/04/2023
Hello!We apologize if there was an issue with using our store. We pay a lot of attention to combating fraud activity and carefully investigate every case.Our system blocks users if some fraudulent and suspicious patterns are detected. The system is always being updated and analyzes many different factors before declining a purchase.According to our records, you already contacted our support, and the issue was sorted out. In case of any questions please feel free to contact our support at help.xsolla.com and we will assist. Our apologies for any inconvenience and thank you for your understanding.Review fromJoshua K
Date: 03/12/2023
1 starJoshua K
Date: 03/12/2023
This company is not legit. The purchases do not go through with their questionable "verification" service and I believe they should reconsider how they run their entire business. It is not an issue on my end because purchases work with other, real, businesses so it is entirely the fault of the falsehood legitimacy of "Xsolla (USA), Inc."Xsolla (USA), Inc.
Date: 04/04/2023
Hello!Sorry to hear that you face some issues while making a payment. Xsolla is PCI DSS Level 1 compliant, which is the highest level of security for online merchants. We are committed to providing the highest level of transaction processing security, safeguarding customer information, and combating fraud.This type of credit card verification is practiced all over the world by companies that sell digital and physical goods. Even services like PayPal and Steam use this verification method when adding a credit card.Please feel free to contact our support at help.xsolla.com and our team will assist you to complete a purchase. Thank you.Review fromLakeshia H
Date: 03/03/2023
3 starsLakeshia H
Date: 03/03/2023
Is the Xsolla company legit? This seems to be a foreign scamming company that makes money from innocent people. I don't want my personal information stolen from this company.Xsolla (USA), Inc.
Date: 03/07/2023
Hello! At Xsolla we take security very seriously. Xsolla is PCI DSS Level 1 compliant, which is the highest level of security for online merchants. Xsolla is also an official partner of PayPal and is even verified by **** and MasterCard SecureCode.We are committed to providing the highest level of transaction processing security, customer information safeguards, and fraud prevention.If you have any questions please contact our support at help.xsolla.com or via email *********************************** 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.