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:04/06/2025

  Type:Product 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.

  Date of the transaction is Sunday April 6th, 2025. Money spent was only $4.59. It's not about the money, it's the fact that we were lied to and that scopley committed fraud which is why I'm addressing this. Myself along with 3 other players were playing in a monopoly tournament today where you had to complete laps to earns chests, each chest contained 2 prizes that you were able to choose from. If you clicked on a chest before you completed the lap you were able to see what the next chest has to offer. We did this and clicked on the chest and were shown 2 options to choose from - money or a ball and chain which slows other racers down. We wanted the ball and chain. In order to complete a lap we needed more flags so to get these flags and the ball and chain we all invested $5-$10. We did so knowing the next reward would be the ball and chain. When we completed the lap and got the chest the options changed to money or a sticker - no ball and chain. Scopley misled us and conned us into investing money into their app that we would never have invested for a sticker or money that didn't help us in the race. When I contacted customer support I was given a copy and pasted generic response but stool my ground that this was in fact fraud, the agent replied back that sometimes things like this happen and when I was typing my response they sent a blurb stating "since I've addressed your concern Iwill move on to helping someone else. Have a good day" and then they disconnected the chat. They promised our team a reward to which we invested money to earn then did not give us that reward and when I tried to complain I was essentially hung up on. I was lied to and would never have spent the money if not for the ball and chain. How does a company get away with lying and stealing from people? It's not about the $4.59 or what my teammates spent it's about right and wrong. They can't keep getting away with doing this to people

  Business Response

  Date: 04/11/2025

  Dear Player,

  Thank you for taking the time to share your experience with us. We understand that this situation has been frustratingnot because of the amount spent, but due to how the events unfolded during Tycoon Racers and how it made you and your teammates feel.

  To clarify, the ball and chain rewards, like other in-game items, are determined by chance and are part of the games design to help maintain fairness and balance for all players. We recognize that previewing potential rewards can create certain expectations, and we understand how receiving different options than anticipated can be disappointingespecially after choosing to invest based on that information. We sincerely apologize for the confusion and will share your experience with our development team to explore ways to improve the visual representation of rewards moving forward.

  Regarding your support interaction, were sorry to hear it didnt meet your expectations. While we strive to provide respectful and helpful assistance, we recognize the importance of clear, consistent communication. Your feedback will be forwarded to the relevant teams so both the gameplay experience and the support interaction can be reviewed internally.

  We truly appreciate your dedication to the game and the time youve taken to reach out. If you have any further concerns or need assistance with anything else, please dont hesitate to contact us through an in-game support ticket.

  
  

• Initial Complaint

  Date:04/02/2025

  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 play a game made by Scopely called Monopoly Go and have for over a year spending hundreds in the process. I have noticed an error in the game that steals the dice that I purchased with real money. I have complained over and over again to Monopoly Go to no avail, never replacing the imaginary dice purchased with real money. Yesterday my last purchase was $16.71 and I noticed the error happening frequently today paying close attention describing exactly how much was lost after the errors and receiving nothing but excuses again. I deleted the game, uninstalled it also and filing complaints to have the last purchase refunded due to game theft over a year with no help.

  Business Response

  Date: 04/04/2025

  Dear Katniss,

  Thank you for reaching out to us. We're truly sorry to hear about your recent experience with the gameits certainly not the kind of frustration we want any of our players to go through.

  Unfortunately, we werent able to locate your user account based on the information provided in this request. If you believe that something was lost or not properly credited, our Customer Support team is more than happy to review your account for any inconsistencies. In some cases, a visual glitch may cause it to appear as though items werent received, when they were in fact successfully added to your account.

  We understand your decision to uninstall the game and your request for a refund. While were sorry to see you go, please know that youre always welcome backand if you decide to return, well be here to support you with any issues you may face.

  Always feel free to reach out to us anytime through our *************** *****************************************************

  
  

• Initial Complaint

  Date:03/28/2025

  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.

  Scopely Monopoly Go

  Business Response

  Date: 04/04/2025

  Dear Player, 

  Thank you for contacting us regarding your banned account.  We are happy to see that you are back in the normal gameplay. 

  Please note that account bans are enforced only after a thorough investigation confirms a violation of our Terms of Service.  To ensure that you don't accidentally break any of our policies, kindly review our  *****************************************************************************, as well as our Terms of Service at **********************************************;
   
  If you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team.

• Initial Complaint

  Date:03/19/2025

  Type:Product 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.

  Monopoly Go app is fraudulently charging my credit card. If I make a purchase in the app, I will get overcharged on my card and then continue to get charged sometimes days later when Im not even on the app. The last two times Ive downloaded free books in my Apple Books app, I immediately get a notification of a charge from monopoly go & when the receipt posts, it will have a date and time stamp within the SAME time frame of the free books I downloaded which is proof Im not in the game and downloading books on my phone at the same time. The receipt for one example, is on 3/8/25 at the same time that my purchase history shows my free books downloaded and monopoly go charged me on 3/8 but reports it as a purchase from 3/3/25. They are now charging my card every time I double click to confirm a download from the Apple book store. When I request a refund from *****, it is denied but I also cant remove my payment method from my ***** account because I have subscriptions so Im forced to keep my card on there to keep getting fraud charges. When I reach out to monopoly go support, they tell me someone will reach back out to me and it takes them days to do so just for them to close my request if I dont respond to them within 2 minutes after waiting literally days for a follow up from them. They must be stopped, there are SO many people worldwide having this issue and we just get the run around between Scopely and *****. Scopely should not be allowed to charge cards when people arent even in the app , that is a straight up scam and theft!

  Business Response

  Date: 03/21/2025

  Good day ******,

  While we completely understand your concerns, unfortunately do not have access to purchase statuses or refund processing through the App Store. 

  For any issues related to purchases or refund requests, we kindly recommend reaching out to Apple Support directly. 

  We sincerely apologize for the inconvenience and appreciate your understanding. 

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising 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 lost access to my Pokemon Go account email address due to losing my job. My account was linked via my teacher email. They are refusing to help me get my account back even after I went through all their questioning and going back and forth with them on email. I want my account back.

  Business Response

  Date: 03/12/2025

  Hello,
  
  Thanks for writing in.  Scopely is not yet operating Pokemon Go. For assistance, please reach out to Niantic customer support at the following link: **********************************************************************
  
  
  Thank you!
  

• Initial Complaint

  Date:03/11/2025

  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.

  Your company cheats! I had passed level 11 with left over pickaxes and of course a glitch occurs, brings me back to the level with less pickaxes than I started with and moved all the pieces and now Im stuck. You guys intentionally hurt players. Go out of business!

  Business Response

  Date: 03/17/2025

  Dear ******,

  Thank you for reaching out and sharing your experience with us.
  We located the conversation where you contacted our Customer Support team and identified that your game was affected by a desync issues. Were glad to see that our team was able to resolve this for you by providing the Level 11 rewards, along with an additional 200 rolls and a Pink Sticker pack for the inconvenience.

  Happy rolling! If you have any further questions, feedback, or concerns, please dont hesitate to reach out to us through the app.

  
  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23048186
  
  I am rejecting this response because: that did not put me to pre loss conditions. Even what I was given didnt allow me to pass level 11 again as I previously had. Stop cheating! 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/21/2025

  Dear ******, thank you for getting back to us.

  Were sorry to hear that the rewards didnt meet your expectations, and we understand that this impacted your experience in the game.
  To help ensure all your in-game actions are properly tracked, please make sure you have a stable internet connection to avoid any potential de-syncs. If this issue occurs again, we kindly ask you to record a video of the experience so we can investigate it more thoroughly.

  Should you have any further questions, feedback, or concerns, feel free to reach out by submitting an in-game ticket and we will be happy to assist you.

  
  

• Initial Complaint

  Date:03/10/2025

  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 am unable to sync my progress after getting a new phone. I uninstalled and reinstalled on the new device and my progress is gone. I had synced and resynced the progress on both devices and then removed it and lost all progress. I have been playing a long time. I chatted and the *** who attempted to help me would ask a question, I would answer and then they failed to read my response and ask again. I have paid money but it has been over 4 months or more since purchase anything. I need my progress back to what it was

  Business Response

  Date: 03/17/2025

  Good day ********,

  Thank you for reaching out and informing us about the issue youre facing.

  It appears that your account was not linked to an in-game connection, such as ******** or Apple ID. Since you have also changed your device, our Customer Support agents were unable to authenticate your request.
  While we understand the inconvenience this may cause, we kindly ask you to open a new ticket, as the previous one was closed due to no response.

  In your new ticket, please include your original user ID along with a screenshot of one of your Apple purchase receipts. This will help our agents verify your identity and proceed with the account recovery process.

  We hope to welcome you back to the game soon! If you have any further questions, feedback, or concerns, please dont hesitate to reach out to us through the app.

  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23046771
  
  I am rejecting this response because: I have not even been contacted. What do you mean prior ticket was closed due to no response? Are you kidding me? I contacted you guy, it did not solve anything and I reached out this way because I could not get help. Do not close this without a confirmed resolution, please. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 03/28/2025

  Dear ********, 

  Your ticket was closed automatically due to no response in 24 hours. 

  Please reach out to our Customer Support and we will be happy to assist you further. 

  Thank you for your understanding. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23046771
  
  I am rejecting this response because:

   

  The is total ******** and I want a call. Highly unacceptable. This is why all of the lawsuits. Call me or email me, you have my contact information. 
  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 04/04/2025

  Good day, ********,

  Unfortunately, we do not offer support via phone or email at this time. We kindly ask that you open a new ticket with our Customer Support team.

  When submitting your request, you can select the Live Chat option, which will connect you directly with an agent for real-time assistanceno need to wait for a reply.

  Thank you for your patience and understanding.
  

  
  

• Initial Complaint

  Date:03/05/2025

  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 made certain charges in the game Monopoly Go! Totaling about $5 and ended up being charged for 5 other transactions totaling about $23 that I didnt make nor did I receive the in game items, I looked up this issue and see many others online talking about having the exact same issue. See attached link The first 2 purchases are legitimate but the next 5 are not.*************************************************

  Business Response

  Date: 03/07/2025

  Hello and thank you for reaching out to us.

  If you wish to request a refund,  please contact us through the Monopoly GO! app as it is the fastest way to get you assistance.

  Our Customer Support agents will need screenshots of your individual purchase receipts to review your request. Please ensure the Transaction ID starting with "GPA" is visible in the screenshot.

  Thank you and have a wonderful day. 

   

   

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising 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.

  Sent over $30000.00 cdn with this company thru their game Star Trek fleet Command.Purchases thru ****** pay . They advertise Multiphasic credits in bundles which I never got. Many times. They are advertised on my Android thru their store but claim it's not given to me because I used android and ****** to pay. No warning on android for this. False advertising and misleading advertising. They offer no compensation after admitting the fault.

  Business Response

  Date: 03/03/2025

  We would like to thank the customer for reaching out.

  We want to clarify that we do not advertise multiphasic credits in-game or on the Android store. The only place they are advertised is on our webstore. The customer may have accessed the webstore from their device via a browser, which might have caused some confusion. We sincerely apologize for any misunderstanding. Acknowledging a fault on our part was simply an effort to empathize with customer.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23002746
  
  I am rejecting this response because: The Credits are listed as part of purchase on my Android. The credits are listed but after purchase they are not given. That is misleading falsely advertised. If they are not available thru Android or ****** Pay then why do I see them listed as part of the purchase?  This is not acceptable but what can I do.....obviously not much. Feeling betrayed by a company I spent serious money with. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/11/2025

  We appreciate the understanding and would like to add that we closely monitor reports from our players, and if there had been any issues with missing items, we would have taken immediate action to resolve them and ensure expectations were met. However, in this case, no such issues have been reported. Please note that Multiphasic Offers are exclusively available through our Webstore, as previously mentioned. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23002746
  
  I am rejecting this response because: I have made several attempts to resolve this with customer service and in fact gotten no where. That's why I filed this complaint here.

  You acknowledged my complaint as valid and simply corrected the issue on your end and now claim it never happened.

  Terrible service.

  I'm done.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/26/2025

  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 need to file a complaint about Scopely. I started playing Star ****************** a few months ago and I have since been harassed by multiple players through the chat app. Both private and public app. I have screenshots. The platform has a report button but it is ignored. I emailed an email address I found to startrek-******************************* and have not received a response. These users are violating terms of service and need suspended or terminated from the platform. You can't just harass other players because there are no consequences. This needs to stop. If they can reach out to me regarding this issue. But this company NEEDS to have a customer support number. They DO NOT have any contact information on their website.

  Business Response

  Date: 03/03/2025

  We would like to thank the customer for reaching out.
  

  We were are unable to locate the customer's account from the information provided or any communication registered with his email address. We would like to remind the customer that he can reach out to our team through the "Support" section on our website.
  
  To investigate their previous correspondence further, we would like to request the player again to open a support ticket and provide their BBB number as a reference and the ticket id of all the cases raised in the past.