Complaints

This profile includes complaints for Paysafe:Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Paysafe:Group has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Paysafe:Group

  30721 Russell Ranch Rd Ste 200 Westlake Village, CA 91362-7383

  
• 

  Paysafe:Group

  25231 Grogans Mill Rd Ste 600 The Woodlands, TX 77380-3112

• 

  Paysafe:Group

  4811 E Thistle Landing Dr Phoenix, AZ 85044-6469

• 

  Principal Payment Solutions

  2398 E Camelback Rd Ste 850 Phoenix, AZ 85016-9007

• 

  Paysafe:Group

  26707 Agoura Road #100 Calabasas, CA 91302

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have 3x open buck cards that I redeemed through paysafe payment processor. The cards got “locked” and I can not use them. I contacted paysafe and they said I would get them reactivated soon. I have not gotten them reactivated yet and it has been over 3 weeks of chatting with them.

  

  Business Response

  Date: 11/15/2023

  
  
  Please be advised that your case has been referred to the Complaints Department of paysafecard for further review and response. We hereby welcome this opportunity to investigate your concerns and address them accordingly.
  
  Based on our understanding, your complaint relates to the fact that your three Openbucks vouchers in the total amount of 150 $ were blocked by our security system, and you have been unable to utilize the funds straight away, as you notified us on 25 October 2023.
  
  According to our Terms and Conditions, Section VI:
  
  Quote:
  
  We may block or cancel your Obucks Card or access to the Openbucks Service for any reason, at our discretion. Cancellation may include limiting your payments, cancelling any order, or deactivating any Obucks Card that we reasonably believe to be linked to fraudulent or abnormal activities, or activities that are not in line with Openbucks internal policies, in each case, at our sole discretion. You agree that you will not use an Obucks Card that has been blocked or cancelled.
  
  Unquote
  
  In view of the above, we are satisfied that our request has been made in line with our published policies.
  
  By accessing, browsing, or otherwise using the Openbucks Service, you acknowledge that you have read, understood, and agreed to be bound by the terms in, and linked to, these terms of use and any future modifications (collectively, the “Terms of Use”). Your right to access and use the Openbucks Service is conditioned on your compliance with these Terms of Use.
  
  Coming back to our complaint, as per our internal procedures your case was escalated to the relevant team for consideration, and it was determined that the outstanding balance of your vouchers should be refunded.
  
  In order to proceed with the reimbursement, please submit us the following documents:
  
  - Your correct and full address details
  - Copy of some government issued photo identification document (ID card, Passport, Driving License, front and rear)
  - Copy/copies of the Openbucks and proofs of purchase (bank statement under your name, where the details of the transactions are well visible)
  
  Please note that the reimbursement will be carried out by cheque. Once we receive the requested details, we will proceed with the reimbursement at our earliest convenience.
  
  We would like to recognize that your request could have been addressed more promptly and efficiently. Therefore, we would like to offer our sincere apologies for any inconvenience this may have caused you.
  
  We want to emphasize that customer dissatisfaction is of utmost importance to us, and we value the feedback provided by our customers to continuously enhance the quality of our products and services. Hence, we sincerely appreciate you bringing this matter to our attention.
  
  We hope that we have managed to bring the matter to a satisfactory end and remain at your disposal should you have any further questions or concerns so please do not hesitate to contact us directly on the below contact details.
  
  If you are unsatisfied with this response, you may choose to contact one of the consumer protection organizations in your local state for an impartial review or information on further steps you can take.
  
  Your Sincerely,
  paysafecard Complaints Department
  
  --
  paysafecard.com USA, Inc.
  **** **** ******** *** *****, Jacksonville FL 32256
  
  © paysafecard.com Wertkarten GmbH. All rights reserved. The paysafecard closed loop gift card is issued by The Bancorp Bank, member FDIC. paysafecard is a registered trademark of paysafecard.com Wertkarten GmbH.

  Customer Answer

  Date: 11/15/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20861028, and find that this resolution is satisfactory to me. I have uploaded all the necessary documents into the email I got and look forward to getting my $150 back thank you.
  
  
  
  Regards,
  
  
  
  G***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my business and closed Sept 9th of 2022. Emailed to let them know we sold out and were no longer going to need their service Sept 7th 2022. All we paid for was per swipe fee's. Since then they have charged my account every month for over a yr when ZERO swipes were made. I had to put a stop payment with my bank when i realized they had charged us for many many months without me noticing. I have spoken with several people over the phone and have gotten nowhere with them. going to be filing a complaint with the States Attorneys office next. I want my money you stole from my account.

  

  Business Response

  Date: 11/09/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate an incomplete
  closure request form was received on about September 07, 2022. We note that the account 
  was closed on November 01, 2023, due to collections issues. As a courtesy, the company will 
  initiate a refund in the amount of $1,986.48, representing the month end fees from 
  September 2022-August 2023, and waive the Collection balance for September and 
  October fees, upon acceptance of this response.
  
  Please note the refund check will be mailed to the address provided on your complaint.
  
  Thank you.
  

  Customer Answer

  Date: 11/10/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20842577, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  C*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am holding a fair amount of EUR (€) on the Binance platform. Without any prior notice or reasoning Paysafe Payment Solutions Ltd. decided to put my account under review and freeze my assets. It has been locked since September 04th 2023 now. I have spoken to Binance support and they tell me, that Paysafe is responsible for the freeze and they can’t help me. I need Paysafe to urgently unlock my funds so I can pay my bills.
  Please contact me asap and unlock my funds!!!
  There is no reason for holding my money back and I can’t get anyone to tell me the status of this issue either.
  
  The following is the exact error message that I get when I try to withdraw my funds:
  „Starting September 25, 2023, Paysafe, our current EUR fiat payment partner, will cease SEPA deposit support for Binance users.As a high-frequency Paysafe service user, Paysafe closed your account early to speed up this process. Any remaining EUR/GBP in your account can be withdrawn once the review is completed.Other Binance services remain unaffected, including crypto trading via card, P2P services, and crypto deposits/withdrawals. For complaints related to Paysafe or any unresolved issues, please send an email to the Financial Services and Pensions Ombudsman ([email protected]). (PA******016)“

  

  Business Response

  Date: 11/08/2023

  Greetings,

  This message comes to confirm that you are currently in a contractual relationship with Paysafe Payment Solutions Limited regulated by the Central Bank of Ireland rather than with Paysafe:Group (the U.S. entity). As such, your complaint is outside the scope of the Better Business Bureau and we are therefore closing it as submitted against the incorrect company.
  The relevant complaint department has addressed the matters you have raised directly via email through our internal platforms. An email from the relevant complaint department was send to you on Nov 7th, 2023.  
  

  Your sincerely, 

  Paysafe:Group

  Customer Answer

  Date: 11/08/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20814132, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  P****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The processor fraudulently held without explanation a exact match credit card transaction. Lied about the timeline for an answer and then wants me to refund the tranasaction that was an exact match and already pended.

  

  Business Response

  Date: 10/31/2023

  Greetings,
  

  Thank you for allowing us the opportunity to address your concerns. After approval on August 10, 2023, we observed your first batch of processing on October 23, 2023. During that review, we observed a bank account reject due to no account being located. As part of our review, we validate the business through a review of the Underwriting package and other internal tools. Several inconsistencies, such as phone tying to another business and a UPS store business address were identified.  Credit risk concerns, such as prior tax liens and foreclosures were also identified. As per standard operating procedures, we requested bank account statements, invoice and marketing materials. Based upon all factors, the decision was made to exercise our contractual right per the terms and conditions of the merchant processing agreement to end the relationship. We offered the opportunity to refund the sale and accept another form of payment. 
   
  In specific response to the problem statement, Paysafe notified properly, by email, and also spoke with you by phone, regarding the review, steps taken, timelines, etc. We provided accurate timelines, which included a statement that we would review documents within 24-48 of receipt. The case was opened on October 23, documents were received on October 24, and completion of our review was October 25. 
   
  At this time, we have our collections team reviewing to ensure any outstanding balances related to rejecting items have been covered. There is also a service request to update the bank account to correct the reject issue. Upon completion of this ticket and review by the collections team, any remaining funds will be released to you, and we will maintain closure of the account.
  

  Thank you,
  Paysafe

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THEY ARE REFUSING TO GIVE ME INFO ON HOW TO CLOSE MY ACCOUNT. THEY ARE ALSO REFUSING TO CLOSE MY ACCOUNT. I DO NOT OWE THEM ANY MONEY. THEY KEEP STEALING FUNDS DIRECTLY FROM MY ACCOUNT! I HAVE NO OTHER OPTION BUT TO GET MY ATTORNEY INVOLVED TO SUE THIS COMPANY FOR REFUSAL OF CANCELLATION WITHOUT A REASON GIVEN. THEY TOLD ME TO CALL 212-392-9206 BUT WHEN I CALL THAT NUMBER NO ONE ANSWERS OR CALLS BACK. THE PERSON ON THE ANSWERING MACHINE IS A RANDOM PERSON BY THE NAME OF G******!

  

  Business Response

  Date: 10/12/2023

  Greetings,
  
  Please note that requests for closure must be submitted in writing and signed by the authorized person on the 
  account, in accordance with the terms and conditions of the commercial agreement between the parties. Although 
  we have not received a written request for closure, we will accept this complaint as a formal request for closure. 
  Your account has been closed effective October 11,2023.  We hope this response provide satisfactory resolution to 
  this matter.
  
  Thank you,
  Paysafe

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company has been charged by Paysafe since June 2016 for fees on 3 different accounts through a credit card terminal which was not in use. We canceled this account from our sales rep. Mike Silver in June 2016. We haven’t received any 1099’s from this company so we assumed it was cancelled until we recently switched companies again and discovered the fees on out checking account. I have reached out on several occasions to resolve this with no luck.

  

  Business Response

  Date: 09/29/2023

  Greetings,
  
  Thank you for the opportunity to address your concern. Please note that request for closure must be submitted in writing and signed by the authorized person on each account, in accordance with the terms and conditions of the commercial agreement between the parties. We were unable to locate a record of closure pursuant to the agreement on or about the date specified in your complaint. Our records indicate we received a call from Stacy Bolio on March 01, 2021, requesting the fees charged for the year. A rate and fee review were accepted for the 3 accounts part of retention on or about March 01, 2021. We can confirm the three accounts closed effective July 25, 2023. Although fees charged in connection with your merchant accounts were valid, we will issue a refund totaling $1,402.17, upon acceptance of this response, as a onetime courtesy.
  
  Please note upon acceptance the following refunds will be deposited in the bank account listed on file for each account as follows.
  
  Merchant Account ending in 6918 $491.37.     
  Merchant Account ending in 6934 $455.40.
  Merchant Account ending in 6884 $455.40.
  
  Thank you.         

• Initial Complaint

  Date:08/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was processing with this company called "Paysafe" they approved me on $25,000 but when I made my first payment my account instantly went into review. They told the reason why is because your bank account cannot be located which is a lie. I get deposits there all the time. This took about 4 days, so my advertisements are off I'm not making no money and they took every $ that my customer sent. They came up with another excuse they wanted me to change my DBA to my real name as its already under the legal business name it took paperwork signing just to change my DBA to my name once that is done everything is completed, im back under review 1 day later my account is canceled due to "bank statements not supportive, delayed delivery timeframe due to products come from China, decline ratio, and forced sales)" That is lies my stock is here in America, My statements are 100% from my bank with my name and all needed information. The decline is due to a AVS system in authorize.net that is not my fault and forced sales? what is that? This company is 100% a scam! Please help me get back my funds I am owed, I am going to bring this to court if not.

  

  Business Response

  Date: 09/01/2023

  Thank you for the opportunity to address your concern. 
   
  This account was boarded on August 15, 2023 with a processing category of Men's and Women's clothing stores. During our review of the first batch of processing, we were not able to validate or locate the business. There were a significant number of declines (>30%) for various reason codes and all sales were forced without proper authorization. During our communications, we raised our concerns about chargeback risks. We requested financials and we were advised that no financial documents could be provided to support the activity. We learned that funds were needed to purchase materials / goods from China. At that time, we advised that we would allow refunds to be processed to the cards and we would end the relationship upon completion of those refunds. 
   
  To resolve the matter, please process refunds by end of day Friday, September 1. By processing refunds, any cardholders will be made whole. If refunds are not processed by the date provided, we will exercise our contractual right to terminate the account and hold funds for up to 180 days, as outlined in section 8 of the terms and conditions of your Merchant Processing Agreement, which was agreed upon on August 15, 2023.
   
  Thank you,
  Paysafe

• Initial Complaint

  Date:08/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to activity on the related merchant processing account, it has been determined that we are unable to support future processing, and the account has been closed, effective immediately
  
  
  The reason for the closure is:
  
  
  
  
  ? Receipt of unsatisfactory data from other sources (Credit Reporting Agencies, MATCH, etc.)
  
  - chargebacks
  
  ? Reported account to Visa and MasterCard Combined Terminated Merchant File
  
  -excessive chargeback
  
  
  
  
  
  For questions regarding processing fees and / or equipment returns, please contact our Customer Support Center ###-###-####.
  
  
  
  
  
  
  
  Respectfully,
  
  
  
  
  
  
  
  SARA
  
  
  
  Senior Risk Analyst Paysafe, North America
  
  
  
  [email protected]
  
  
  
  O +1 800 549 4631
  
  
  
  www.paysafe
  
  
  Hello Terrance,
  
  
  
  Thank you for contacting Global Legal Law Firm.
  
  
  
  We are happy to speak with you further regarding your MATCH list inquiry. We are a payments litigation law firm and we have been operating almost exclusively in the payments space since 2008. Payments litigation and business advisement in the payments space is our expertise.
  
  
  
  To learn more about your options, please schedule a free call with me at a time that works best for you.
  
  
  
  To help us best assist you with your MATCH case please provide the following information prior to your consultation.
  
  
  
  1. Your name/email/phone number
  
  2. Your business name/ registration state/ website for the business
  
  3. When were you placed on MATCH? (approx.)
  
  4. Who were you processing with?
  
  5. Why do they think you were placed on MATCH?
  
  6. Who are you processing with now?
  
  7. How did you hear from us?
  
  
  
  Let me know if you have any questions; we look forward to assisting you. If you would like more information on the MATCH list immediately, please watch our recent podcast episode discussing the MATCH list in-depth!
  
  
  
  Sincerely,
  
  
  
  J***** *****?
  
  J***** *****
  
  Dir. of Operations
  
  Collections Portfolio Manager
  
  Global Legal Law Firm
  
  ###-###-####
  
  www.globallegallawfirm.com

  

  Business Response

  Date: 08/16/2023

  Greetings,
  
  Our records indicate your merchant account was closed because it was found to be on TMF Mastercard match for Identity Theft, placed by Chase bank.
  
  Please contact Chase bank directly for further information.   
  
  Thank you,
  Paysafe

  Customer Answer

  Date: 08/16/2023

  
  
  
  
  Complaint: 20459042
  
  
  
  I am rejecting this response because:  My company, precision Roadside Assistance does not take personal information from any chase bank. Our company only runs the clients/motor Club credit card information when the roadside call/job is completed. Therefore, no identity theft was committed. Swoop/Agero aggred to close the chargeback disputes yet are still taking money out of my account which is fraud on their end. So if my business/name isn't taken off the MATCH list, you guys will hear from me lawyers.
  
  
  
  Regards,
  
  
  
  T******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/17/2023

  Greetings,

  Thank you for your response. Paysafe did not place the account on TMF Mastercard MATCH. Chase bank placed the account / merchant on MATCH. This complaint must be addressed by Chase bank. Paysafe closed the merchant processing account as required per sponsor bank policy due to identifying the MATCH placement retroactively. 
  

  ***RETRO MATCH*** TMF MATCH ADDED BY JPMORGAN CHASE BANK (3286) ON 7/26/2023 FOR 14-IDENTITY THEFT
  Thank you,

  Paysafe

• Initial Complaint

  Date:07/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023 I did a transaction for close to $600 and according to pay safe they needed a document for my bank account to be able to release the funds. I then gave them the document they requested and they still gave me excuses as to why they wouldn't give me my money. Fast forward it is now July almost august of 2023 and I still have not yet received any money from them that I am owed. Every time I call every time I email I just get the runaround and I get excuses and I get forms that I have to fill out that I fill out and send in and they give me the excuse that it'll take 24 to 72 hours to resolve in which case it never does. At this point I am ready to drop them and move on to a different provider but I want my money first. I just filled out a form and sent it to them today so hopefully it gets resolved but going on their track record it most likely won't. This company likes to keep other people's money instead of giving it to them after they do the hard work to earn that money. I'm about to go to court regarding this if they do not give my money back to me within a week that they gave me a time frame for.

  

  Business Response

  Date: 07/31/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our
  records indicate 5/2023 the Risk department place your funds on hold once requested
  information was received your funds was released.  Your funds were sent to the bank account on
  file but rejected back to us.  You spoke
  with customer service and the bank information was verified with you but when
  the deposit was sent to your bank, they rejected back to us again.  Records show you submitted the bank change
  request form to update our records with a new checking account. Friday
  7/28/2023 the department that handle change request responded to you in need of
  additional information. " Please provide a Bank LTR or NON-Starter Voided
  Check for us to validate the New Banking Information. Please attach the
  E-summary to this email. The Legal Business Name on the ACH Form differs with
  the Legal Business Name we have on file. Please advise if you want us to update
  it, if not, please correct on the ACH Form".  Please respond to their email with the
  requested information.   Also contact
  your new bank regarding their policy on ACH deposits and debits to ensure this
  process is allowed. Upon receiving the requested documents, we can move forward
  with verification process.  Once
  successfully verified your account will be updated and any funds on hold will
  be released to your new bank account.
  

  Thank You,

  Paysafe

   

• Initial Complaint

  Date:07/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dates of the transactions are as follows; The first purchase was for $15 using their (Paysafe) services via CVS $20 gift card for a gaming website (snailgames.com) on 7/2/2023 for a purchase of 50 gold. I always use my alt email for my gift cards ( attachments 1-4 ). The second transaction was $3 for 10 gold. snailgames.com never sent the gold claiming they never received the payment so I contacted Paysafe to send me proof of my transaction comfirmation number.
  
  They emailed me back asking for the CVS gift card of purchase information so I sent it. Paysafe said they would look into it and send over the history back on 7/7/2023 but never did. After sending all the information, screenshots and proof of my purchases including the CVS gift card history, they gave me the run-around a couple of times, contacting me via email from different locations until I sent the proof again for the 5th time and they just stopped responding.
  
  This is the second time I went through this with them because it's the only way I can make in-game purchases on the snail website. The last time it took them over a month until I threaten to take legal action (2/11/23 - 4/30/23 ). I thought that since this happened before that maybe they would have made some changes internally on how they conduct business. I was sorely wrong.
  
  Ironically, I was able to make a final purchase of another 10 gold using the last $2 on that card along with the remaining $1 that was still left on the old card that I went through this the first time with. Luckily, this time I was able to figure out how to download the receipt to show snailgames.com ( attachment 5-9 ) so I have that 10 gold. All together it should be 70 gold.
  
  I saved all the emails, screenshots etc. as proof of my complaints because of fear it would happen again and it actually did.
  All I'm asking from them is to send the transaction history and confirmation number so I can show the proof to snailgames.com and get the rest of my gold I payed for..

  

  Business Response

  Date: 07/18/2023

  Please, find attached the transactions list you requested.

  We appreciate your feedback and would like to inform you that it has been duly noted to your file.
  
  We would also like to confirm that paysafecard's position regarding the matter has already been set out in full in our final response sent to you via e-mail on 19 April 2023. In case you are not satisfied with that response and think that we have violated our mutual contract in any way, feel free to escalate your complaint further to any competent authority you deem fit for this purpose. For more information, please refer to our email sent to you on 19 April 2023.
  
  
  Yours sincerely,
  paysafecard Complaints Department
  
  

   

  Customer Answer

  Date: 07/18/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20329427, and find that this resolution is satisfactory to me. Thank you for helping me resolve this issue in such a short time!! I am forever grateful!!
  
  
  
  Regards,
  
  
  
  M****** *****