Complaints

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:01/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Dear **** official customer service:Hello!I am sending this appeal to you again with an extremely sincere heart. I am the player with the account ******************** I am now in a dilemma of having my account banned and I urgently need your help.I have always invested immeasurable efforts in the game CSGO. I recharged a lot of money in the game just to have a better gaming experience, match the gun skins I like, and fight with my teammates on the battlefield. Moreover, I spent countless days and nights studying tactics and improving my skills. Every game is a testimony to my love for this game.But now, fate has played a cruel joke on me. I was diagnosed with cancer and my life is in the countdown stage. In this last time, my only wish is to log in to CSGO, play a few more games with my teammates who once fought together, and relive those exciting moments. This game carries too many good memories for me. It is one of the few spiritual sustenances I have in my fight against the disease.I went to an ************* some time ago, and then my account had problems. I suspect that my account was stolen during my stay in the *************. After those hateful hackers stole my account, I didn't know what illegal operations they did. When I found out, the account had been banned. I have always adhered to the rules of the game and have never cheated or used cheats to undermine fairness. I can guarantee this with my personality.I sincerely ask you to arrange a manual review of my account.

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Dear CS:GO Support Team,I hope this message finds you well. I am writing to formally appeal the recent ban imposed on my account, which I believe is the result of a security breach and unauthorized access by a third party. I would like to present my case and provide evidence that demonstrates my innocence in this matter.Firstly, I would like to emphasize that I have always adhered to the rules and regulations set forth by CS:GO and have never engaged in any form of cheating or unethical behavior. However, I recently discovered that my account had been compromised, leading to actions that are inconsistent with my usual gameplay and ********** support my claim, I can provide evidence of the following:Unusual Login Activity: I have noticed several instances of login attempts from unfamiliar IP addresses and locations. This could indicate that someone else gained access to my account without my knowledge.Change in Inventory: I have observed unauthorized changes to my inventory, including the removal of items and addition of items that I do not recognize, which further suggests that my account was accessed by someone ************* Measures Taken: Upon realizing that my account was compromised, I immediately took steps to secure it. I changed my password, enabled two-factor authentication, and conducted a thorough scan of my computer for any potential ************* Notifications: I can provide copies of email notifications from Steam regarding login attempts that were not initiated by **** kindly ask you to review my case with these points in mind. I am confident that a thorough investigation will reveal that I am not responsible for any violations that may have occurred during the time my account was compromised.I appreciate your attention to this matter and your understanding of the situation. I am eager to resolve this issue and regain access to my account, as I value my time and experience within the CS:GO community.

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased the wrong APEX coin combination package and need a refund, but EA and Steam do not allow me to refund

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  A hacker bypassed the security of this company and gained access to this account which in turn made changes to a program this company owns which now shows me as banned in a game and is displayed on my profile but due to the companies breach of security I am now banned.

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My account was hijacked January 5th 2025 and money from my steam wallet (which was at $50.04) was used without my consent or knowledge. The item was from steam market that was priced at $0.03 but bought from another account for $50.03 essentially transferring all of my accounts wallet to the other user.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 improperly charged for a recurring subscription I had canceled 30 days before being charged. I immediately contacted their support team, and was told I would recieve a refund. 17 days later, I found the refund had not been processed, and contacted my bank about it. My bank issued a chargeback since it was a technical "unauthorized purchase".As retaliation, they attempted to lock my account, and only after contacting them did they resolve that. However, they refused to resolve the dispute by issuing the original refund promised, even though I was willing to undo the chargeback if they would agree to refund it as promised. They refused to come to an agreeable solution, and instead forcibly ended the discussion and left a threat that if I issued another chargeback, my account would be permanently locked as a result. Under the Consumer Rights Act, I am entitled to a refund for any goods or services that have been incorrectly charged, particularly when the transaction was unauthorized or not as described. This issue stems from a recurring glitch in Steam's billing system, which has now occurred twice, resulting in improper charges despite my prior cancellation. Valve Corporation's failure to honor their initial commitment to issue a refund, combined with their retaliatory actions in locking my account, constitutes a violation of my rights as a consumer. If this matter is not resolved promptly and fairly, I will have no choice but to explore all available legal avenues to ensure my rights are upheld and seek appropriate compensation. I trust Valve will reconsider its position and resolve this matter in compliance with applicable consumer protection laws.If Valve seeks a prompt resolution, a supervisor or administrator can reach out to me through the BBB, and we will address this professionally, without resorting to threats, dishonesty, or legal action.

• Initial Complaint

  Date:12/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My son had $78.44 stolen out of his gaming account online through the "Steam" gaming system owned by Valve Corp. I contacted them and they refuse to make it right by blaming my son's computer for the theft...saying it's hacked. Not knowing what "Steam" actually was (I do not play video games) I looked up other incidents of the same thing on their site and it has happened to others also. Seems to be it could be quite a lucrative scam if someone can just access other peoples info and steal money out of their Steam accounts. They blame malware for the thefts. I wrote this to Steam:My son got $78 stolen from him through your platform from some "russian" hacker. I have no idea what "Steam" even is till tonight when he was telling me what happened to his money being taken by means of unauthorized, fraudulent activity. I did some research to see if this has happened to anyone else and the EXACT same thing happened to someone else in 2020. You guys sent my boy an automated message basically saying he is s*** out of luck to recover his Xmas present money some scumbag stole from him through your service! Seems to me the problem lies with you if it is still occurring years later to people! I will paste below where someone had the same thing happen that just happened to my kid. Your systems must have weak security if this sort of thing can happen but you choose to blame end users computers to avoid reimbursements. My boy said he uses Steam Guard (whatever that is...I'm new to this crap) so safe to assume he felt he did everything to protect himself on your platform....he's just out 78 bucks now. He used a gift card given to him for Xmas so now I have to find out what bank manages the card and see what I can do through them. Maybe banks need to not allow their cards to be used on Steam to prevent this fraud from continuing to happen as it obviously has been happening far too long now! Here's someone else who got screwed just like my boy did:

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On August 16th, 2024 7:11am a fraudulent trade occurred on my Steam profile.The list of inventory items that I can provide are worth REAL MONEY on the Steam Market and private sale. This happens to MANY users on the daily and Steam never resolves anything with these events. I've collected these items from 2014 to the current year 2024. I can get an average market price of these items if needed. But just to put it basically with just 15 items out of the many that were stolen the 15 would total just about $1,200.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 believe I purchased the product on December 18th. I've been trying to get a refund from steam/valve corporation because I haven't been able to get the game I was sold to work on a brand new pc with top of the line graphics and an i9 processor. On their store page, they promise a level of performance that is not being delivered at all. I told steam that the game runs like it's in slow motion, with cutscenes stuttering and moving out of sync with audio, and after 17 hours of trying to make it work, including troubleshooting of all kinds, they refuse to refund or offer any solutions.I do understand that the typical policy is 2 hours max for refunds, but I tried to make this game work based on their promise of performance. I tried contacting *********** as well to get a fix and support from them as well, and they're even more useless.I wanted this product to work as advertised, and I am not the only customer that is having this **************************** needs to stop selling games that don't deliver on performance promises.I'd take store credit, my money back, or an actual fix to the issue.

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 used their games. I couldn't send the code they asked because I couldn't access my emails because I have win 7. Then they asked to proof I bought the games. I did so through students in *****, because I was living there because my cc cards were at home in ***********. I don't know their Chinese names nor I have any phone to contact them. I had tried texting to them. I offered to send my license, passport and or an affidavit to proof I am me. They can check my PC. Is the same I always use. They just think I'* a ***** and refuse to help. What else I can do to proof to them I am me? I paid for my games. I want to use them. In offline because I still have win 7. Please help!!! Thanks.