Reviews

Review Details

• Review fromJoe D

  Date: 02/10/2023

  1 star

  Joe D

  Date: 02/10/2023

  Xsolla locked my account and would not lock it! Babka an automated system kept asking for my bank info over and over and over again. I tried to explain to IT that I use gift cards to no avail. It just seems to me like they are just trying to get my bank info and as we all have seen huge data breaches at companies I refused and they basically told me to go kick rocks for all they cared! They are not worth your time or your money I plan to bad mouth them EVERY chance I get and comment on ALL their social media sites to forewarn other about their practices.
  

  Xsolla (USA), Inc.

  Date: 03/07/2023

  Hello,we are sorry to hear about your bad experience while purchasing via our store. Secure payments is one of our main goals.Xsolla is committed to providing the highest level of transaction processing security, safeguarding customer information, and combating fraud. Unfortunately, your payments were stopped by our security system. This usually happens for one of the following reasons: - Too many purchases in a short period of time - Using several payment types or game accounts - Submitting a large payment It's hard to know for sure since the system is always being updated and analyzes many different factors before declining a purchase, but those are the most common.We are sorry for any inconvenience this may have caused you. Thankfully, we can see that you have already made several successful payments with your Paypal. Please feel free to contact us at help.xsolla.com in case of any questions. We will assist. Thank you!

• Review fromJack S

  Date: 12/29/2022

  1 star

  Jack S

  Date: 12/29/2022

  I'm absolutely sick of this. A while back I was charged by a game my two sons play, ******. I know what the game is since it's quite popular, but I also now know how ****** Xsolla is when it wants to be a pain in the ****. I've been charged ** DOLLARS for basically nothing at all since it was from the SAME ADDRESS I see is where this little 'company' is, I'm sick of being charged for nothing and when I do happen to gift my boys robux, it will sometimes say "Card declined." Or to try again when I've used the card a few times and it works just fine. Like seriously, they need to do better with just everything.
  

  Xsolla (USA), Inc.

  Date: 03/07/2023

  Hello!We are sorry to hear that you have been having challenges accessing in-game items.We hope youll give us another chance to help you and in case of any issues, please do not hesitate to reach our support at help.xsolla.com . Our support agents will carefully investigate your case and do their best to help to complete your purchases.Thank you.

• Review fromKali M

  Date: 12/13/2022

  1 star

  Kali M

  Date: 12/13/2022

  I'm having similar problems to other users. I've been barred from paying for microtransactions in the only game that I play. I spend real money on this game because I don't have time to "grind". Xsolla accepted 3 of my payments this month, before banning me (error ****) and telling me that "I have 8 disputed charges associated with my payment method... from 2021". I've never used this payment method before with Xsolla, and it's nearly 2023 now. I've never disputed a single charge. They also told me I had a "$4 disputed transaction with Twitch". I don't use Twitch. I've never used/contacted Xsolla to my knowledge before this month. I was never made aware of any fraudulent activity, I have no communication history whatsoever w/ Xsolla, and I have no recourse. **************** is.. I believe, willfully ignorant. As you can see by the plethora of automated responses here, they simply don't care about the consumer. All customer service reps go by "Babka" so that no one individual can be held accountable for anything. **************** reps will try to wait you out in live chat in hopes that you forget to follow up and get timed out. "Give me a few minutes to look into it" ***** says. Nothing ever gets looked into/answered/solved the first time, you have to PROMPT the reps... basically heckle them to reply to you. Replies are vague and short. I had to beg them to unblock my account and send them screenshots of my bank statement (proving I didn't dispute anything), and THEN they unlocked me after 24hrs+ of begging. Told me that I'm on thin ice and to not use my card again, because then I'll be blocked for good. They provided no information on the fraudulent activity that I proved I wasn't doing. They blamed me, when their system in undoubtedly corrupted if THIS much fraudulent activity is happening without the CUSTOMER's knowledge. ********************** is depriving game developers of their sweet sweet microtransactions. E-mail your fav developer's corporate board members to let them know
  

  Xsolla (USA), Inc.

  Date: 12/23/2022

  Hello!
  We are sorry to hear that your faced such an issue.
  Sorry to hear that you faced such issue.
  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.
  As we see, our support agents carefully checked all points of your case and sorted it out. Please feel free to contact our support at help.xsolla.com or via email *******@xsolla.com in case of any questions. Thank you.

• Review fromLynds H

  Date: 11/30/2022

  1 star

  Lynds H

  Date: 11/30/2022

  A 2K physical game I ordered was delayed in delivery with no updates from the carrier and had been sitting in a depot for three days beyond the delivery date. The delivery company is well known for doing this (based on their reviews which are overwhelmingly about this and leave them at 1.75 stars) and never updating the customer, supplier or tracking to say that there is a delay. When I contacted Xsolla they advised they would contact a "2K specialist" to look into the delay and would email me with an update. After zero update from them 4 days later I got in contact again and received a copy and paste response saying the same thing and that they had not heard from the "specialist" yet. I contacted the carrier who advised me to contact the supplier again and request that the item be marked return to sender by them and a refund requested. I went back to xsolla and did so and after receiving yet another copy and paste of previous messages was told to submit a refund or return form. I then finally received an email only for them to completely ignore the content of my email and provide yet another copy and paste response saying they were awaiting the 2k specialist response. Despite pointing out they had completely ignored the content of my email and previous contacts they repeatedly sent me the same canned copy and paste reply. With zero update 10 days in from my first original contact, I ordered it elsewhere (and received it within 3 days). Then low and behold the Xsolla 2k one turned up, and quick as anything I get a message saying "we see your parcel has been delivered, we hope this helped". Funny how that 2K specialist never materialised. Absolute scam artists trying to avoid a refund. And just before Christmas at a time when people are scrimping and saving every last penny to afford some kind of gift for kids at Christmas. Absolutely disgusting.
  

  Xsolla (USA), Inc.

  Date: 12/10/2022

  Hello!
  We are sorry to hear about your bad experience.
  Unfortunately, we couldn't locate any requests associated with your email in our system.
  We would like to draw your attention to the fact that delays in parcel delivery may happen, but we aren't able to control them, because any possible delays could occur due to the issues on the carrier's side. As the delivery is handled by the 3rd party, it takes some time to carefully check every case with physical goods.
  If you can provide us with your request number, it will help to find your request in the system and take a ***** look into it.
  Also, please feel free to reach out to our support at help.xsolla.com or via email *******@xsolla.com in case of any questions. Thank you!

• Review fromRichard P

  Date: 11/16/2022

  1 star

  Richard P

  Date: 11/16/2022

  Game: Ni No Kuni Cross Worlds Please don't use Xsolla for your payment platform! My purchase was somehow declined twice (possibly due to having VPN on?) before the account was locked due to "abnormal payment patterns." Money in my account was not the issue, and I've used the same credit card/paypal many times before without any issue. With the previous receipts I submitted a ticket to their customer service; however, ********************** relies on an automated system if you need to submit an appeal, and the only automated response you will receive is that you're "out of luck." The result of this is now I'm no longer able to in-app purchase in the game I was heavily invested in, and it will likely result in me quitting the game. After research, I'm not the only consumer with said issue. Xsolla's flawed system and customer support is one the reasons that has caused an exodus of players from the game, resulting in a revenue loss for the game developer/publisher. Game developers, I highly suggest you avoid using Xsolla as a payment platform if you intend to retain players and make revenue. Their use of automated systems and lack of customer support shows they are only interested in cutting costs and less interested in retaining consumers for your game. Good luck.
  

  Xsolla (USA), Inc.

  Date: 11/22/2022

  Hello,
  we are sorry to hear about your bad experience while purchasing via our store. Secure payments is one of our main goals.
  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. We took a close look in to your case. Unfortunately, we are not able to unblock you due to security reasons.
  If you have any questions please do not hesitate to reach our support at help.xsolla.com or *******@xsolla.com.
  Thank you for your understanding.

  Richard P

  Date: 11/23/2022

  No, you didn't look into the case because I didn't even provide you with the information through BBB. Case and point, another copy-and-paste response.
  
  It's also important to note that all players in our game that have been similarly permanently banned were met with automated responses with no option to appeal. There has not been a single success story regarding contacting customer support for those who did not deserve the ban. Even the Official Discord mod, a liaison between the players and game devs, has iterated that even the developers are aware of the frustration caused by your payment platform. (11/08/22 Aren: The devs are aware of player frustration with Xsolla. I can say that much 🙂)
  
  Xsolla has made it clear that they either don't have the staff to address consumer concerns or don't care about consumer retention. The copy-and-paste response to this review and the automated replies to all players trying to contact an actual person for an appeal is indicative of their poor business practice. I'd advise staying away from using this platform for any business.

• Review fromToni B.

  Date: 10/25/2022

  1 star

  Toni B.

  Date: 10/25/2022

  I have had fraudulent charges and now THEY want me to devulge my full credit card number. I have sent them their receipt confirmation number. It's been going on since 8.27.22 and other charges before. I see I'm not the only person this happens to.
  

  Xsolla (USA), Inc.

  Date: 10/31/2022

  Hello,
  We are sorry that you have faced this issue. We take fraud seriously and carefully investigate every case. In order to locate fraudulent transactions in our system and investigate the issue, we may ask for some payment information. Please note, we do not requesting any personal information or the full card information, only part of the card details. Unfortunately without this information, we aren't able to find these transactions and investigate the issue. We would really like to help you in this situation, so please contact us as soon as possible via help.xsolla.com or directly at *******@xsolla.com.
  Thank you!

• Review fromZachery M

  Date: 08/19/2022

  1 star

  Zachery M

  Date: 08/19/2022

  I play this game called Fluffy Universe, some way somehow my account gets hacked and I got unauthorized charges on my account, I disputed the charges and now my account is banned, I don't understand how this is all my fault, the game has very bad customer service, in their TOS they say they do not help with recovering items or any of that sort when everyone knows they can help us they are just lazy, gamedevs have the ability to generate items and admin control max the items I'm pretty sure they can do that, because my account got hacked n that person made charges on my account, I despise charges now my account is banned I don't find this fair I hope these people can fix this, I enjoy playing flyff universe but the need better customer service
  

  Xsolla (USA), Inc.

  Date: 08/22/2022

  Hello Zachery!
  We are extremely sorry to hear that you faced some in-game issues. And we do understand your frustration.
  
  Unfortunately, online fraud is a serious problem in today's market where personal data can be hacked by fraudsters. We strongly recommend that you changing your PayPal password *** set up the additional verification.
  
  But also we would like to take your attention to the fact that Xsolla cannot provide game support and restore game accounts. And in this case, our best recommendation is to contact again the game support to check if they can help you with unbanning the game account.
  
  Please do not hesitate to contact our support at help.xsolla.com if case of any payment-related issues. Thank you.

• Review fromLinday B

  Date: 08/04/2022

  1 star

  Linday B

  Date: 08/04/2022

  There is a unauthorized charged of 19.99 on 8/4/2022, 1.99 on 8/3/22, 4.99 on 8/2/22 . I'm not sure who is charging it since I don't see any email of the receipt and purchase history on my Roblox account. I don't even play games. I want to know who is charging my credit card. This is such a violation!!
  

  Xsolla (USA), Inc.

  Date: 08/06/2022

  Hello Linday,
  We are deeply sorry to hear that you have some unauthorized charges.
  Nowadays online fraud is a serious problem. We want to make things right and investigate this issue. Please reach our support at help.xsolla.cpm or via email *******@xsolla.com. We will take a closer look into your request and sort it out. Thank you!