Complaints

This profile includes complaints for Wargaming (USA) Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wargaming (USA) Inc.

  11001 Lakeline Blvd Austin, TX 78717-5997

• 

  Wargaming (USA) Inc.

  500 E Whitestone Blvd # 3131 Cedar Park, TX 78613-9006

• 

  Wargaming (USA) Inc.

  PO Box 8250 Emeryville, CA 94662

• 

  Wargaming (USA) Inc.

  500 108th Ave NE Ste 2350 Yarrow Point, WA 98004

• 

  Wargaming America Inc.

  53 Loveton Cir STE 203 Sparks Glencoe, MD 21152

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:09/28/2022

  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.

  I just received a 3 day MAJOR GAME BAN/VIOLATION for something that I did NOT do. I received an email shortly after the game terminated my login and advised me I had been banned until Oct 1, 2022 for "Major Game Violation" #********* I have reached out to tech support but have NOT gotten a response as of this filing. I HAVE ASKED for proof that I have committed such a violation as I do not do that type of behavior.Also, I would like to add that I recently paid money for the 30 days of battle pass and am supposed to receive 250 gold each day for playing the initial game. Just to note, last time I paid for this same feature I was given my first ever game(24hr) for intentional drowning even though I tried to explain that it was an internet malfunction that caused my tank to continue into the water(that was over a year ago).Now, it seems to me that each time I PAY extra for the daily GOLD I get some sort of game ban. IS THAT COINCIDENTAL or is that something that Wargaming is doing to its paying customers to not have to pay out the GOLD??? Wargaming is infected with cheaters... There are websites promoting cheating, players are now paying ******* USD for RUSSIAN and ** cheaters to login and use their accounts to earn the 279e.Please understand that I feel that Wargaming has now stole from me, they agreed to provide me a service but have now restricted me from participating in that service for UNKNOWN reasons. All Wargaming has said is that I violated their policies, PROVIDED NO PROOF I would like the proof (video of the accused action) along with the opportunity to respond and explain if they believe I intentionally blocked or pushed any vehicle.I have pushed teammates (scout vehicles) into bushes to protect them as they are our eyes... but I have NEVER intentionally pushed or blocked another player that I can I remember, I do believe this is an attempt by Wargaming to NOT provide the PURCHASE of daily gold (by banning customers) during the 30 day period.

  Business Response

  Date: 09/28/2022

  Dear ****,
  
  Thank you for contacting us about your recent sanction and we are sorry for the belated replies in tickets. Our team is currently handling transfers from the *** to the ** server and some tickets were delayed.
  
  About your sanction, we have verified the replay in question and the sanction that was placed on your account was done accordingly to our rules, in which you can verify below:
  
  https://legal.na.wargaming.net/en/game-rules/
  
  1. General Provisions
  1.03. Wargaming.net reserves the right to evaluate each incident on a case by case basis. The action that *** be taken *** be more lenient or more severe than those listed under each category.
  1.04. Wargaming.net *** suspend,terminate, modify, or delete accounts at any time for any reason or for no reason, with or without notice to the owner of the account. Accounts terminated by Wargaming.net for any type of abuse, including without limitation a violation of these rules or the ****, will not be reactivated for any reason.For purposes of explanation and not limitation, most account suspensions,terminations and/or deletions are the result of violations of these rules, the End User License Agreement (****), or other ********************** policy.
  
  2.Prohibitions, restrictions and conditions of use, for all game chats and channels
  You agree not to do any of the following while using the Game or any Wargaming.net game chat or channels.
  2.03. Insults, personal attacks, abuse or harassment are not tolerated on any level.
  
  4.Inappropriate conduct in game / Fair play principles
  The following actions are prohibited in game:
  4.01. Intentionally damaging vehicles or modules of vehicles or stunning crew members belonging to a player on the same team (team damage) where its technically possible.
  4.02. Intentionally destroying vehicles belonging to a player on the same team (team kill) where its technically possible.
  4.03. Intentionally blocking (blocking from front and rear) vehicles belonging to a player on the same team.
  4.04. Intentionally propping (blocking on one side, where the other side of a users vehicle touches a fixed indestructible obstacle, preventing free movement.) vehicles belonging to a player on the same team.
  4.06. Intentionally exploiting the physics system to damage an allied tank, plane, ship or similar actions. This includes,but is not limited to, pushing an allied tank into line of fire, pushing allied tanks off of cliffs, bridges, into water, etc.
  
  As in regards to the proof requested, please read our Privacy policy, in specific the quoted section:
  
  https://legal.na.wargaming.net/en/privacy-policy/
  
  5.2.4.Information required for fraud and violations detection
  
  We *** also collect certain data (like IP address, username, etc.) that is required for our detection, investigation and prevention of cheating in the Game and **** violations. This data, being used only for the purposes of detection, investigation and prevention of frauds and cheating in the Game are deleted six months after their collection, unless the data can be used to prove that cheating has occurred. If the data can be used to prove that cheating or another fraud or **** violation has occurred, we will further store the data for the establishment, exercise or defence of legal claims during the applicable statute of limitations. Please note that the specific data stored for this purpose *** not be disclosed to you or any third parties, since the disclosure will compromise the mechanism through which we detect, investigate and prevent frauds and cheating in the Game, as well as other **** violations.
  
  Since the violation found was sanctioned correctly, no compensation can be generated.
  
  Best Regards,

  Wargaming Support

  Customer Answer

  Date: 10/02/2022

  Complaint: 18139517
  
  I am rejecting this response because:
  

  I received a response in the Wargaming Tech support complaint system. 
  

  On 9/26/2022 @ ****hrs I was in a battle on map ****** (replay calls it "Glacier"), it was  an all tier VI battle with only TWO(2) heavys. One(1) of the heavys was a T1 played by a player with only 108 battles, this player drove to the middle of the map, parked behind a ROCK and never once participated. During the game play, I noticed this INACTIVE PLAYER and drove to their location. In an attempt to get the player to play I TRIED to push the heavy out of the coward a** position they put the tank in. During that time, my tank flipped on its side and I was pinned between the heavy and the rock. I asked for assisted(help) and a TD came and helped push me so that I could return to battle.
  

   

  Because of my game play and diligence, we won that battle... but I was sanctioned 3 days for my attempt to get a worthless POS player to play. How can Wargaming penalize ME when I was only trying to get the heavy to participate?
  

  Did Wargaming penalize the sorry a** player that was "inactive"(I filed a ticket - makes me wonder if they saw me and imposed this penalty because the saw the replay)???? 
  

   

  HOW do you penalize a player who is only trying to make the game better??? 
  

  Do not spend any of your hard earned money on this game or any game from Wargaming because they WILL TAKE YOUR FUNDS AND BLOCK YOUR ACCOUNT.... Essentially stealing your money. 
  

   

  I have included screenshots of the battle, I have no way of blocking the players name.. sorry and if not allowed please let me know and I will try to figure out a way to remove the name... maybe paint program.
  

  I feel this sanction was incorrectly applied, I am requesting my 750 Gold be returned to me or you extend my 30 days for and an additional 3 days for me to EARN the GOLD!
  

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  
  Regards,
  
  ***********************

  Business Response

  Date: 10/10/2022

  Dear ****

   

  As we explained previously, our Privacy Policy https://legal.na.wargaming.net/en/privacy-policy/ dictates that we maintain privacy for each of our customers so we are unable to disclose actions taken against other accounts.
  
  
  Your sanction has been reviewed and we have determined it was placed correctly based on our Rules https://legal.na.wargaming.net/en/game-rules. If you see another player violating our Rules or EULAhttps://legal.na.wargaming.net/en/****, please send a support ticket so that we can investigate and take appropriate actions.
  
  
  No compensation is provided, since the sanction was placed correctly.
  
  
  Best Regards,

  Wargaming Support

• Initial Complaint

  Date:09/04/2022

  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.

  They accept gift cards from other retailers to purchase in game currency called gold. That you can use for purchasing prem **** or takes or other things within the game. I seen they accepted Apple gift cards and went and purchased one with the total amount of *********************************************************************** a prompt that they can't accept gift cards above 120 dollars. So, I opened a support ticket I have screen shots of all this btw. I told them I wouldnt have bought a gift card for 150$ if I had known of this hidden term of use that doesn't pop up until you verified the amount on the card. I have used other gift cards in the past with 200$ on them from like cvs ******* etc etc. I can't use the gift card and now I cant return the gift card due to length of **** from point of sale. I have never heard a company say I will take your money but not that money after they seen it. I will up load the hidden terms of use with the gift card. They said they resolved it 2 days ago and upped the gift card limit and just tried it and still says the same thing they cant accept over 120$ on that card. account name for wargaming is manajerr

  Business Response

  Date: 09/12/2022

  Dear *****,
  
  
  Thank you for the feedback regarding your gift cards.
  
  
  We have verified the issue within our systems and found out that the limitation happened on our payment partner.
  
  
  The issue was already solved and you should be able to now use your gift card normally.
  
  
  Best Regards,
  Wargaming America.

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising 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.

  Wargaming is intentionally mis-advertising their premium drop container the Kreigsmarine Premium. The issue is that the Kriegsmarine Premium container advertises a ship called "Admiral ******* with that exact name and golden text that is only used in the game to indicate a premium or special ship. The ship that is ACTUALLY awarded, is the "******* from the tech tree. This has a different name and is NOT a premium ship as indicated by the advertisement on the container.Wargaming and World of Warships in particular have an extensive history of having variant ships with slightly different names that are unique from the tech tree. Examples include the *** series, the Azure Lane series, and the * variants. This leads to one of the following issues:The container advertisements need to be updated to ACCURATELY convey that the tech-tree ship "******* is awarded. Not a premium/special ship with the name "Admiral ******".I should be entitled to a refund for the container as the ships available are incorrectly advertised. If the container properly indicated that a TECH TREE ship was the reward, players may change their purchase decision or take preventive action to ensure the tech tree ship is in port.Continuing to advertise a ship called "Admiral ******* when the game has an extensive history of DIFFERENT ships with variant names is intentionally misleading and predatory.

  Business Response

  Date: 08/25/2022

  Hello *****,
  We apologize that the article led you to believe that there was a Premium version of the Admiral ******* First, let us emphasize that there is only one ship. The Tech Tree Tier VIII Admiral ****** is the only version of this ship in World of Warships. There is not a Premium version of this ship, and our article wasnt intended in any way to convey that idea.
  
  At the top of the article https://worldofwarships.com/en/news/sales-and-events/armory-0116-kriegsmarine/, the three ships available are listed. The Admiral ****** is listed in white text to indicate Tech Tree, while the other two ships are listed in gold, to indicate Premium. Please see the attachment ******1 for reference. In the screenshot you attached, you can also notice that Cruiser symbol and the pop-up box about the ship are in white, and the information displayed is for the Tech ******************** In-game, when you purchase the ****** directly from the Tech Tree (attachment ******2), the ship you receive in port is the Admiral ****** just as shown in the pop-up box (attachment ******3). In some places, Admiral ****** is shortened to ****** due to limitations in the interface.
  
  We do appreciate your feedback that the lower reference to the ship that links to the pop-up box caused you to think that there was a Premium version of this ship available, and well review future articles with this in mind.
  
  Regarding refunds, in order to download and play World of Warships, you agreed to our End User License Agreement. Please see the following sections in the EULA https://legal.na.wargaming.net/en/eula in regard to your request for a refund.
  
  7. Charges and Billing
  7.2 Any applicable fees and other charges on your Account are payable in advance and are not refundable.
  
  8. Additional Features
  8.3.2 Once you have purchased Additional Features, those Additional Features are non-refundable and non-exchangeable (whether or not you use them);
  8.4 Non-Refundable Purchase. In the event you purchase Additional Features from Wargaming, we will transfer the Additional Features to you only once that payment has been processed, and you may start using Additional Features as soon as you have completed the purchase process. You therefore have no right to cancel any transaction to purchase Additional Features after completion of the purchase process and being entitled to download the Additional Features.

  Regards,
  Wargaming Player Support

  Customer Answer

  Date: 08/26/2022

  Complaint: 17709572
  
  I am rejecting this response because:

  The continued use of Admiral ****** in some locations while ****** in other locations is not acceptable or consistent with other ships. Looking at other ships with long names, such as the *** Der Grosse", while the name may exceed a character limit there is a clear indication that the name was shortened by the user of ***" as a ******. This is also present for other german ships such as ****************** and *************************. If the difference in name is just an over-sight and a character limit, then the ****** should be displayed as ********* to indicate that "Admiral" has been shortened off of the name.

   

  In regard to the reference at the top of the article, this is still inconsistent with the golden text shown later in the article. Further more, a large majority of purchases for containers and other premium items are initiated in the game rather than the website. Requiring players to cross-reference different website articles, when purchases are available in the game that shows information inconsistent with the article, is absurd. 

   

  One of two actions needs to be taken:
  - the store page needs to remove the "Admiral" ****** from the container description and change the golden text shown in the 2nd portion to white

  - The ****** within the game needs to have its name updated to "A. ******" or similar naming convention to be consistent with the rest of the game and avoid misleading information such as this container

   

  Refusal to take either corrective action shows clear intent from the company that the mis-advertising is intentional. 

  
  Regards,
  
  *************************************

  Business Response

  Date: 09/08/2022

  Hello *****,
  
  Thank you for your feedback regarding the text in our widgets. We understand that this was a frustrating experience and we apologize.
  
  We have provided your feedback to our User Interface team and they are reviewing the naming convention and the limitations of the interface so as to more consistently represent the ship both in-game and in the widgets displayed on our website. We have already changed the elements in Containers that shows names like that, and abbreviated names will soon be patched.
  
  With that said, we have also refunded you the purchase you made with ***** Doubloons. We made this decision as an exception to policy based on the feedback you provided. We are always working to improve our games and our services, and your feedback is appreciated.
  
  Best Regards,
  Wargaming Support

  Customer Answer

  Date: 09/08/2022

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