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:10/30/2023

  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.

  I was falsely banned in 2017 for 10 years from a platform, ESEA, that ESL gaming acquired. ESL gaming also acquired another platform named FACEit. I used the Faceit platform with no issues during my false ban. Since the acquisition ESL has decided to merge ESEA, the platform I am banned from, into FACEit, the platform I am NOT banned from. I am now banned from using the FACEit platform to its full extent because they also merged these bans. I have paid hundreds of dollars to ESEA and faceit over the last 10 years. I have opened a support ticket with FACEit ESL asked multiple times for Appeal or information. The support system has failed miserably. I have been stonewalled stating that they are not allowed to share any information. They do not respond for days at a time then randomly close the ticket to try and swipe the issue under the rug.In summary, I spent hundreds of dollars and I was banned from 1 platform and it is advertised with the false reason (LIBEL). 2nd platform bought first and merged the platforms resulting my ban being transferred. Company refuses to look into the matter and actively avoids messages and emails asking for support.

  Business Response

  Date: 12/07/2023

  Dear ***************************,
  
  
  Hope that this email finds you well. We are following up on BBB complaint ID: ********. 
  
  
  We take the privacy of our users very seriously. Therefore, prior to this formal response, we have requested BBB to share evidence that they act on behalf of the individual, and the individual has approved EFG providing a response to BBB, which may include personal data and may be made public by BBB. As BBB has provided sufficient evidence, we will share our response below.
  
  
  It follows from the BBB complaint that the individual is of the opinion that he was falsely banned in 2017 for 10 years from ****. Our platform team has reviewed this matter and can confirm that the individuals opinion is incorrect, and that the ban is validly imposed. Upon the individual's request, this ban has already been reviewed multiple times and is final.
  
  
  We will first provide the background to the acquisition and merger as highlighted by the individual. Thereafter, we describe the consequences of the merger for the individuals **** ban.
  As a background to the merger highlighted by the individual, ESL Gaming has indeed acquired **** in 2015. Thereafter, ESL Gaming (including the **** platform) and FACEIT were part of the ***************** merger in 2022. As a consequence of this merger, the **** league moved to the FACEIT platform, and is no longer played on the **** platform. As part of this move, the **** bans were also moved over to the FACEIT platform. This means that anyone banned from playing on the **** platform, remains banned and unable to play the **** league on the FACEIT platform. Note that the ban only applies to the **** League on the FACEIT platform.
  
  
  The consequences of the merger for the individuals **** ban, concern that the individuals ban from the **** platform was moved over to the FACEIT platform. This means that the individual is not able to play the **** League on the FACEIT platform. Our platform team confirms that the individual can still access and play on the rest of FACEIT platform.
  
  
  We hope that, by the explanation above, we have provided the individual with the information requested. We find communication with our users and community very important, and we are sorry to hear that we have not provided the individual with the customer support he expected. We will take this very seriously, and use this feedback to improve our customer support services.
  
  
  Besides the privacy of our users, we take the privacy of our employees very seriously. Therefore, we kindly request you to not share the name, title and email address from the sender with the complainant nor with the public, and to treat this information as confidential. You may refer to "EFG's official response", instead. Many thanks in advance.
  Feel free to reach out if you have any questions or comments.
  
  
  Best regards,
  Akkeroos *******

• Initial Complaint

  Date:01/27/2023

  Type:Sales and Advertising 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.

  Esea.net, which is owned by ESL, sends out spam messages which the user has no option to disable. This is in clear violation of consumer privacy laws. There is NO WAY to disable marketing messages from them. I have made complaints to them going back years about how I do NOT want to be contacted by them, yet they still send emails to all users like the one today asking to take a survey.