Complaints

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

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  Linden Lab

  945 Battery Street San Francisco, CA 94111

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  Linden Lab

  1100 Sansome St San Francisco, CA 94111-1205

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:12/04/2024

  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.

  About 3 years ago I played Linden Labs game called Second Life.I played for almost 4 years of my life, I also invested a large amount of money into the game as well. Well over 10k if not more. Due to me being in the wrong place at the wrong time and not understanding the situation better my account was suspended and banned from their platform. I tried to be peaceful and respectful about the situation. I took a long time away from it. I almost forgot about it entirely. But then I remembered how much money I actually invested into the game. My account *************** has more value and life to it then I could even imagine.All Im asking is for my account to be unbanned.Cruellerbrush81 is the account. Im just trying to get it unbanned. Have some chunk of my life and sanity come back to me.

  Business Response

  Date: 12/04/2024

  Hello,
  
  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate ****** ******** contacting the BBB in an attempt to resolve the above-referenced matter. After further review of this individual's Second Life account, we have confirmed that this individual was found to have egregiously violated Linden Lab's Terms of Service (which they agreed to abide by when creating their account) which resulted in their accounts being terminated.  They were found to have been engaging in activity that severely disrupted the enjoyment of Second Life by other users. 

  Due to the severity of this behavior, we are unable to allow this individual to continue using our Second Life service.
  
  Regards,
  Linden Lab

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22637129
  
  I am rejecting this response because: I had not been involved with any type of activities nor have been involved with anything against the **** My account was unfairly suspended and banned. I pleaded my case on multiple occasions. I had spent a large sum of money in second life as well. I do not understand how my account *************** was involved in any type of malicious or negligent activities. Yes I will admit I did some trolling and activities that could have bothered other residents and so on. I have learned from my mistakes and I am more grown at this point. But I did nothing to justify a ban on my account with over 4 years worth of money and time invested into it. I always used second life as way to deal with my depression and my mental health. I begged for my account to be unbanned when it happened. I was never given a full reason what I did nor why I was banned. Unfortunate as it is, another account was caught up in the ban process as well. ***** Ghost that was owned by a friend who let me test to see if I could login to second life was unjustified to ban that account. Im just trying to have my account unbanned at the end of the day, my trolling never justified to a full permanent ban. My account had thousands of dollars invested into it. I was a harmless presence on second life. I bought land multiple of times and bought large sums of L. How could the time and money I spent in second life make me want to do anything to break the **** There are far worse people on second life and far worse presences that are involved in more serious and illegal activities.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/05/2024

  Hello,
  

  Linden Lab operates Second Life, a 3D virtual world, or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and operated.

  
  As stated before this individuals Second Life account, has been confirmed to have violated Linden Labs Terms of Service by gaining unauthorized access to another individuals account and committing fraudulent activities with such account. Due to the nature of this behavior, we are unable to allow this individual to continue using our Second Life service.

  
  Regards,
  Linden Lab

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22637129
  
  I am rejecting this response because:

   

  I would like to know what account had these activities on it? Cruellerbrush81 was never part of any of these type of activities. And Ghost ***** was logged into to check if it was just my account. What ********************** account was associated with these events? 
  

  On top of these events I was never apart of anything that broke the TOS. 
  

  I knew three people who are still actively on second life who have openly admitted to crashing ****, stalking, and harassing people. They are on Cruellerbrush81s friends list or where on them they included Knuckles or Knucks, *******, and another party named ****. 
  

  On my end I would still like to know what I did to justify a ban on Cruellerbrush81 or Reddevilsdeath my alt account to justify a ban. These were my only two accounts on ********************** and both were banned. Including my brothers account who had started second life names DrinkBleach. These three accounts had no way of breaking TOS or anything negative actions to other residents of second life. 
  

  I myself never did anything that would disrupt or cause negative actions to my second life account or life. 
  

  Reddevilsdeath and Cruellerbrush81 were never involved in any TOS breaking activities. 
  

  There are more horrible people on second life. Pedophiles, harassers, hackers and other criminals on second life and because I was falsely accused of doing something I have my account banned? 
  

  Falsely reported and falsely accused of doing something I never did. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/26/2024

  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.

  I Hope whoever is reading this is having a great day, i have no idea why is my account on hold and it's been 3 weeks and i have not had a response, this never happened to me before and i can't seem to get an answer, a friend of mine had the same happen to them but they got a response apparently it was due to accounting sharing and i had no idea that was not allowed, could you please help me through this process? i can't seem to be getting any answers so far

  Business Response

  Date: 12/05/2024

  Hello,
  

  Linden Lab operates Second Life, a 3D virtual world, or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and operated.

  
  We appreciate ****** Celestia contacting the BBB in an attempt to resolve the above-referenced matter. After further review of this individuals Second Life account, we have confirmed that this individual violated Linden Labs Terms of Service by gaining unauthorized access to another individuals account and committing fraudulent activities with such account. Due to the nature of this behavior, we are unable to allow this individual to continue using our Second Life service.

  Regards,
  Linden Lab

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22607990
  
  I am rejecting this response because:

  I already explained that my access was authorized, i do understand now its wrong to password share as you made clear to my friend, this is the ticket of the other account owner #******* the one that got offended, they got hacked by another individual while we were sharing accounts as they explained in their own ticket yet you're refusing to give me back access because you say its unauthorized, i can also share screenshots from my conversations with the owner of the other account if needed, ones with their password in the messages, please tell me in your response if you need the screenshots of the discord conversation.
  
  Sincerely,
  
  ****** Celestia

• Initial Complaint

  Date:09/17/2024

  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.

  I have been falsely banned from the game "Second Life" owned by the company Linden Lab on the date of 9/16/2024. I had submitted a formal request to repeal the ban, as there was no reasoning, logic or evidence supporting the claim that I had broken the companies Terms of Service. After my ticket was submitted, it was promptly responded to by what appeared to be an automated message, as none of the information listed in the response made any sense relevant to what I know. I had then immediately submitted another ticket, that has now gone unanswered. I have also tried calling the company several times, only for the automated voice message to lead me in circles, without being able to speak to a representative to resolve the issue. I know for a fact I did not violate any of the Terms of Service, especially not what is claimed happened. I believe an AI program flagged my account, and automatically banned me, and a similar program has enforced the ban. I would like contact with someone at Linden Lab directly to speak with and resolve this issue, as I have spent quite a bit of money, and countless hours on their game, just to be ignored.

  Business Response

  Date: 09/18/2024

  Hello,
  
  
  Linden Lab operates Second Life, a 3D virtual world, or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and operated.
  
  
  We appreciate ********* Schmidt contacting the BBB in an attempt to resolve the above-referenced matter. Under our Community Standards policy, real-life images, avatar portrayals, and other depictions of sexual or lewd acts involving or appearing to involve children or minors are not allowed within Second Life. When detected, individuals and groups promoting or providing such content and activities will be subject to sanctions, which may include termination of accounts, closure of groups, removal of content, and loss of land or access to land. Such behavior was discovered on ********* ******** account, and as such we are unable to allow this individual to continue using our Second Life service.
  
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22299123
  
  I am rejecting this response because: I have explained various times through my multiple tickets with SecondLife Support, breaking down each of the aspects of the terms and conditions in regards to the ageplay violation. I have gone into extreme detail about how I did not violate these terms. On top of that I have sent in a copy of my chat logs, proving that no actions were committed or discussed, as well as visual proof in pictures referencing both my avatar and one of the other people involved. With each appeal I send Secondlife Support the specific reasoning implied behind my permanent ban to change from one thing to another, however the rest of the response ticket is primarily the same for every ticket. No evidence towards the reasoning for my ban is provided, except for vague details, forcing me to piece together what could have even potentially happened to try defending myself, which just seems to fall on deaf ears.

  While I appreciate Secondlife for having strict policies and standards, and protecting the community form genuine harm and grotesque behavior, I did not violate these terms. I request to speak to someone over the phone, as every appeal I submit is just given relatively the same response, regardless of the amount of evidence I provide. However, I'm unable to get in contact with anyone from the support team over the phone, as they do not have a functioning support phone number. As for the supposed violation that took place on my account, I have reviewed recent Q&A posts from SecondLife support on their reddit feed. Once again through their own answers about the Terms and Conditions, and the *** of Linden Labs and SecondLife's rules regarding ageplay, I did not commit a violation. Along with what I have been able to find both from the responses of SecondLife Support team members, as well as the evidence provided by me personally in regards to chat logs, and breaking down the policies piece by piece to explain why none of my actions fall in violation of them I have provided more than enough proof as to why the termination of my account is unjustified.

  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 09/25/2024

  Hello,
  
  As mentioned in our previous response while we appreciate ********* ******* contacting the BBB in an attempt to resolve the above-referenced matter. Under our Community Standards policy, real-life images, avatar portrayals, and other depictions of sexual or lewd acts involving or appearing to involve children or minors are not allowed within Second Life. When detected, individuals and groups promoting or providing such content and activities will be subject to sanctions, which may include termination of accounts, closure of groups, removal of content, and loss of land or access to land. Such behavior was discovered on ********* ******** account, and as such we are unable to allow this individual to continue using our Second Life service.
  
  We would like to point out that this does not mean it is all of the above listed items, it could be just images, just avatar portrayals, or even just conversations where both parties engaged in sexual behavior while one was pretending to be a minor.
  
  Since we detected behavior on ********* ********* account that violates our Community Standards we have had to make the unfortunate decision to no longer allow them to continue to use the Second Life service.

  Regards,

  Linden Lab

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22299123
  
  I completely reject this response, as it is the exact same response as the previous complaint. As per the reasonings, I have been told multiple times that through "internal tools" I was found to have violated the terms and conditions. I have also been told that the evidence I provided can not be accepted as it has the potential to be edited. While I have provided evidence as well as countless examples how I did not violate any of the listed secondlife terms and conditions, I have only been told that there is supposed proof of the terms that I had violated, while never being provided any. The excuse that the evidence can not be shown to me because it would pose a security risk is inconceivable. If there is this supposed proof that has been "severely and repeatedly" acted upon, than It would not be hard to explain what that violation is, or provide proof via chatlogs, a picture, etc. I will not be satisfied with a response until one of the following things happens, I am unbanned, my ban is reduced to a temporary ban as well as it being explained to me what I supposedly violated under the terms and conditions so I can refrain from doing it again, or I am shown actual proof as to what I had done wrong that warranted the permanent termination of my account and banning from secondlife on any existing or new accounts.

  I respectfully urge you to reconsider my case, provide a detailed explanation of the alleged violations, and share any relevant evidence that justifies my permanent ban. I believe this is a fair request and would greatly appreciate your prompt attention to this matter. Per Linden Lab's, and Secondlife's terms and conditions listed and agreed upon I have committed no violation, and have proven that time and time again. At this point I fear the only option I have left is to pursue legal action. I have been unjustifiably banned, with no genuine explanation given other than "based off information that we discover through our own internal tools, and unfortunately as it would create a security risk, I can't show you information discovered through the use of internal tools."  Thank you for your time.

  
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:09/06/2024

  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.

  To find that second life is no longer accessible has to be some kind of a mistake. Please review with the attached evidence that may support our case to legally grant me back the accounts. After we became victims from continuous targeted harassment, abuse, grief objects ,hacking and threatening, defamation, and attacks from other players and even after seeking help from linden labs; the punishment of removing access to the main accounts Raizo Takeda and purchases made over many years is very unfair and extreme. We're left with problems ranging from the reparation of damages, monetary loss, on top of the suffering from the continuous abuse from a malicious group that have no discernible identities to me except their account names. The mess caused after my email and account was compromised and recovered and later on to find it terminated by linden labs is duly unfair and still very confusing. I implore you to kindly reevaluate using the evidences attached in relation to the issue for a more justified resolution that is fair as this kind of matter truly feels like an extreme violation of our rights as players. After receiving significant damage of lying and harassment from alts and having them hack, steal passwords, payment infos and compromise the accounts, then changing the name of my partnered account to Justanotherweeb Takeda and even deleting the partnership then there is really no safety from such issues as victims we were always targeted and so how can we be expected to accept that terminating access solved the issues? We understand that previous suspensions are from not abiding the *** and we are directed to report but in reality the abuse continued even after reports were made g. We had not even been able to get a chance to report all the players who harassed us because linden labs decided to simply cancel our access. Since the identities are not even disclosed of the *** violatiors we were expected to simply resort to remain on the receiving end of abuse

  Business Response

  Date: 09/12/2024

  Hello,
  
  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  
  We appreciate *********** **** **** contacting the BBB in an attempt to resolve the above-referenced matter. After further review of this individual's Second Life account, we have confirmed that this individual violated Linden Lab's Terms of Service on multiple occassions. We gave this individual multiple attempts to correct their behavior both through warnings, and temporary account suspensions but unfortunately the behavior continued. Due to the repeated behavior, we are unable to allow this individual to continue using our Second Life service.
  
  Regards,
  
  Linden Lab

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22253020
  
  I am rejecting this response because:It is disheartening to witness how Second Life has neglected their responsibility to protect its players from cyberbullying and abuse of abuse reports. Despite years of loyal purchases and dedication to the platform, the company's decision to ban the account while ignoring the actions of cyber bullies is unfair and unjust. This situation highlights the pressing need for Second Life to conduct thorough investigations and gather adequate evidence before imposing bans. Banning a player who is clearly the target of harassment without proper due diligence is unacceptable. It is crucial for the platform to refrain from condoning the actions of aggressors and instead adopt a more balanced approach by issuing warnings and thoroughly examining all sides involved in any reported incidents. This lack of action not only condones such behavior but also enables perpetrators to continue their harmful activities without fear of consequences. In this situation, justice requires a more proactive approach from Second Life, which involves taking a firm stance against cyberbullying and addressing the issue of abuse reports being misused against innocent players. Taking a neutral stance is crucial in ensuring fairness and maintaining a positive environment. Second Life's failure to address abuse reports in a timely manner has allowed cyberbullies to create a toxic environment. It's important to understand that players, like myself, deserve a chance to demonstrate our commitment to fair play. Allowing cyberbullying to go unchecked only sets a dangerous precedent that condones similar actions by others. I am hopeful for a second chance to contribute positively to the community and help uphold the platform's principles of respect and fairness. I would like to explore legal avenues to address the issue, given the significant losses I have endured as a result of Second Life's decision to ban my account. I am hoping to seek guidance from a legal expert who specializes in technology and internet law to understand my options and protect my rights in this situation.
  
  
  Sincerely,
  
  *********** **** ****

• Initial Complaint

  Date:08/27/2024

  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.

  My second life account under the name of Asael R******** which i’ve spent so much money in was terminated by LL. I sent a ticket to them and they accused me of being a player i’ve never heard of and refused to help me. I explained that it must be a mistake and that i probably used a VPN or a network that was used by some old user but that i had nothing to do with any banned player, i asked them to verify what’s the computer i login from to verify what i am saying is real and they refused to help me again. In the end, they asked me to write more tickets to them from the original email of which i created the account with, that email is 20 years old and even tho i provided the email, i no longer have access to it and they refused to help me again. This is a complete violation of my rights, the termination of my account based on lies or an error in their system, and them refusing to help me.

  Business Response

  Date: 09/08/2024

  Hello,

  Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  
  We appreciate Aranza C*** contacting the BBB in an attempt to resolve the above-referenced matter. We have been in communication with Aranza C*** in their support ticket #******* and have provided them with instructions on how to regain access to their account. Unfortunately if the Resident is unable to complete those steps, we do not have an alternative method to assist them. These steps are neccessary to ensure the security of our Residents accounts.
  
  Regards,
  
  Linden Lab

• Initial Complaint

  Date:08/21/2024

  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 used my card to purchase $50 worth of linden dollars, which i used to buy in-game material. great, but i lost access to my ******* thanks to a scam i fell prey to. they went through and disputed every payment i’ve made, including to **********. i went in and immediately canceled the ******* account and canceled the dispute as soon as i figured it out, but now my account is on hold. i submitted a ticket with the business only to be told the ban they’ve placed on my account is permanent due to violating terms of service, despite only having played a few hours of the game at most. i’m sure it has something to do with what happened with my ******* account. so i’m put $50 and can’t use the account that the money went to, which is ridiculous. all i want is my account reinstated because they kept the money once i canceled the dispute.

  Business Response

  Date: 08/22/2024

  Hello,
  
  Linden Lab operates ****** ****, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the ****** **** platform is user-generated and operated.
  
  We appreciate Angel J***** contacting the BBB in an attempt to resolve the above-referenced matter. After further review of this individual’s ****** **** account, we have confirmed chargebacks for valid transactions. Due to the extensive nature of this fraudulent behavior, we are unable to allow this individual to continue using our ****** **** service.
  
  

  Customer Answer

  Date: 08/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: As stated, my card and bank account were compromised, and the company kept the money I spent and has banned my account. At the very least I would like my $50 back, as I lost money and my access to the site where I spent the money.
  
  Sincerely,
  
  Angel J*****

• Initial Complaint

  Date:08/12/2024

  Type:Order 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 live in the ** and am trying too post the following review / complaint about Linden Labs as I am a former customer but the website won&#**;t allow me.Please arraneg for this to happen.This Company trading as Linden Labs and ruinning Secind Life are hopless at communication and giving people H3135323032363333**H chances.I am in the ************** and had been a member of the H3338313630**3336**34H community from 2009 until early 2017. During this time I never had a singel warning let alone a ban for infringement of the TOS.At this point I made some errors of judgement and got put on the UK Sexual Offerders Register and issued with a **** (sexual harm prevention order) for a NON contact offence, as per the H3338313630**3336**34H TOS when I decared my convition I was banned from the platform. Which I have no problem with.My problem is now that I am not longer subject to the **** or on the Sexual Offendes Register Linden Labs are not engaging in any form of conversation with regards to allowing me back onto the H3338313630**3336**34H Platform they just give a generic reply to any support tickets I submit and their legal department just ignore my emails.Yes I was stupid to use a pier to pier program and it put things on my computer I did not want or realize were there and it shared them with others The thing is I have learned my ****** and as previously stated prior to *************************************************** H3338313630**3336**34H.I am a firm believer that everyone should get a H3135323032363333**H chance but Linden Labs obviously don&#**;t and I think it is the hight of rudeness not even to acknowlege receipt of my emails and to choose not to engage in a conversation about reversing my ban.Since 2017 my health has taken a rapid decine and the internet is now my main way of socialising and ther is nothing even close to the H3338313630**3336**34H platform.I don&#**;t kno what else to say other than to humbly ask Linden Labs to use their descritionary powers and allowl me to return to H3338313630**3336**34H H3338313630**3336**34H Login DrewDreki Resident

• Initial Complaint

  Date:07/25/2024

  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.

  Subject: Complaint Against Linden Lab for Account Closure and Fund Retention Dear Better Business Bureau,I am writing to file a formal complaint against Linden Lab, the company behind the virtual world of Second Life. For the past ten years, I have been a full-time mesh creator on this platform, specializing in full perm products that other users can incorporate into their own projects.Unfortunately, I have encountered a series of issues with my Second Life account due to fraudulent practices by competitors. Over the years, my products have been falsely reported for copyright infringement (DMCA) by other creators. However, I have consistently responded with counter-DMCAs and successfully defended my work, proving its legitimacy and lack of infringement.Despite providing evidence of my innocence multiple times, Linden Lab sent me an email warning that any further DMCA claims would result in the permanent closure of my account. Recently, without any prior notice or explanation, I received another DMCA claim. As a result, my account was abruptly closed, and approximately $200 USD in funds were also blocked.I have attempted to contact Linden Labs intellectual property team, but after three emails, I have received no response or explanation. I have not been given the opportunity to defend myself or demonstrate that my work is original. This situation is severely impacting my mental and emotional well-being, causing stress and depression.I kindly request that you investigate this matter and take steps to allow me to regain access to my account and funds. My ********************** username is resident puzzlemagnet, and my store is called Reality Designs.Thank you for your attention, and I hope for a fair and equitable resolution.Sincerely,***** ********************* *****

  Business Response

  Date: 08/05/2024

  Hello,
  

  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate ***** ********************* ***** contacting the BBB in an attempt to resolve the above-referenced matter. In order to ensure that all legal actions are properly executed with regard to a copyright concern we ask that they please reach out to the department that handles these matters by emailing ******************************** When contacting them, make sure you provide them with as much information as possible, including your avatar name, the name of the item, and if possible, the *** for the producting listing if it was an item on the Marketplace. We are very sorry that were not able to assist you further with this matter, but we have also made our legal team aware that you would be reaching out.

  Regards,

  Linden Lab

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22041931
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********************* *****

  Customer Answer

  Date: 08/09/2024

  The reason for my rejection is based on Linden Lab's response, which advised me to contact the Intellectual Property team directly. I was instructed to provide them with as much information as possible about the **** item to prove that it is indeed my work and that I have not infringed on any copyright.
  However, despite writing five emails to the Intellectual Property team, I have not received any meaningful information from them. They haven't even informed me of which specific item is allegedly infringing. The only communication I've received is that my account is on hold due to a copyright infringement, but no details have been provided.
  This situation is deeply unfair, especially since I have been targeted with fraudulent ****s. All I am asking for is the basic information about the item in question so that I can prove it is my original work and resolve this issue. Linden Lab directed me to contact the Intellectual Property team, but the team has not responded or provided me with the opportunity to defend my work. This is not only unjust but also a poor business practice.
  The impact of this situation has been devastating for me. I have worked hard for 10 years, and now my life has been destroyed due to this unresolved issue. I am suffering from depression as a result of this, and all I ask is for a fair chance to defend my work and clear my name.

  Business Response

  Date: 08/19/2024

  Hello,
  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate ***** ********************* ***** contacting the BBB in an attempt to resolve the above-referenced matter. In order to ensure that all legal actions are properly executed with regard to a copyright concern we ask that all communications regarding this matter take place with our legal team. We confirmed that they did in fact receieve a response on August 2nd regarding the closure of their account due to violations of copyright that have taken place.

  Regards,

  Linden Lab

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22041931
  
  Rejection of Response and Request for Specific Information
  Dear Better Business Bureau and Linden Lab Representatives,
  I appreciate your attention to my case, but I must express my dissatisfaction with the response provided by Linden Lab.
  In your reply, it was mentioned that all legal actions regarding this matter should be directed to Linden Labs Intellectual Property team. However, I must reiterate that I have contacted this team on multiple occasionsspecifically five separate timeswithout receiving any concrete information that would allow me to adequately defend myself. In your message dated August 2nd, no details were provided regarding which specific item is being accused of copyright infringement, which severely hampers my ability to mount an effective defense.
  It is crucial to remember that I have been the target of multiple fraudulent **** claims in the past, and in each of those cases, I successfully proved my innocence. However, this time, I have been denied the opportunity to do so because I have not been given the necessary information. This current process is fundamentally unfair, as it favors those who abuse the **** system while leaving honest creators defenseless.
  Therefore, I am once again requesting that you provide:
  Specific details about the item or items that are being accused of copyright infringement.
  The opportunity to formally defend myself through the counter-**** process, as I have successfully done in the past.
  The closure of my account and the withholding of my funds without giving me the chance to defend myself are actions that I consider to be both unjust and potentially unlawful. I have invested ten years of hard work on this platform, and the lack of transparency and fairness in this process has caused me significant personal and professional harm, including a serious impact on my mental health.
  I respectfully request that Linden Lab reconsider its position and provide me with the opportunity that any creator on its platform deserves: the ability to defend my work and prove the legitimacy of my content.
  Sincerely,
  ***** ********************* *****

• Initial Complaint

  Date:07/23/2024

  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.

  As of the Third of June 2024, my access to my account created in 2015 (on which easily more than $1000, likely more than $5000) and any further access to the platform "Second Life" has been suspended, following an event where I was participating in roleplay with a third party. During such the third party offered up ageplay, upon which (my mistake), I offered to talk about it another time, as a way to avoid the topic albeit unclearly to them because at the time I still considered them a friend, I understand that this could be interpreted not to be in compliance with Linden Labs Community Guidelines.However, with no prior warning and never acting out actions directly in noncompliance with the Community Guidelines, I feel that a permanent closure of the account and removed access from the platform is excessive, especially when their criteria when contacted to attempt to resolve the matter is that there has been a "severe and/or repeated" violation of the Second life ****************** and Community Standards.I am open to further communication and will happily converse with the Second Life support team as I wish to express that I understand where my mistake was, and would not be willing to reproduce what I would argue is a honest mistake, as well as continue usage of their services.Thank you.

  Business Response

  Date: 07/23/2024

  Hello,
  
  Linden Lab operates Second Life, a 3D virtual world, or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and operated.
  
  We appreciate ***************************** contacting the BBB in an attempt to resolve the above-referenced matter. Under our Community Standards policy, real-life images, avatar portrayals, and other depictions of sexual or lewd acts involving or appearing to involve children or minors are not allowed within Second Life. When detected, individuals and groups promoting or providing such content and activities will be subject to sanctions, which may include termination of accounts, closure of groups, removal of content, and loss of land or access to land. Such behavior was discovered on ************************ account, and as such we are unable to allow this individual to continue using our Second Life service.
  

  Regards,

  Linden Lab

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22028796
  
  I am rejecting this response because:
  

  "promoting or providing such content and activities"

  We both know i have not done such. I understand you are covering your own interests but I have not committed what you accuse me of.

  Please advise.
  

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/24/2024

  Hello,
  
  Unfortunately as we mentioned in our previous response, while we appreciate ***************************** contacting the BBB in an attempt to resolve the above-referenced matter, our records indicate that behavior not in compliance with our Community Standards policy regarding age-play was discovered on their account and as such we are unable to allow this individual to continue using our Second Life service.

  Regards,

  Linden Lab

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22028796
  
  I am rejecting this response because:

  As mentioned before this is not an acceptable response and will not be accepted.

  The acts were neither severe nor repeated as mentioned prior in your communications, there was no prior warning and no prior communication on your part, as mentioned multiple times. I understand what I've done, but there was no act on my part, neither of promoting or committing what is mentioned in your community guidelines.

  Responding with the same rehashed explanations will lead to the same result of me refusing your response as no dialogue has been established, removing the part about "Severe or repeated" from your arguments does not make it suddenly valid.
  
  *****************************

  Business Response

  Date: 07/26/2024

  Hello,
  
  Unfortunately as we mentioned in our previous responses, while we appreciate ***************************** contacting the BBB in an attempt to resolve the above-referenced matter, our records indicate that behavior not in compliance with our Community Standards policy regarding age-play was discovered on their account. Due to the severe nature of this type of violation of our Community Standards and Terms & Conditions, we are unable to allow this individual to continue using our Second Life service.
  
  Regards,
  
  Linden Lab

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22028796
  
  I am rejecting this response because:

  Again, there was no severe infraction, if any at all. We can keep going like this as long as you'd like, but it is highly unproductive for the both of us.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/14/2024

  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.

  explained that my account was abruptly and unnecessarily banned and that they would never tell me why. they play only TOS .i have been phishing same that I am contesting this decision because my *********************** ah account was the victim of phishing; and all my accounts had the same passwords I have never been banned in 18 years of second life.I have been trying to explain for 2 years but no one listens to me. I am a person who respects the laws and the TOS.After I realized that my account had been hacked I changed the passwords I spent a lot of money on my 3 main avatars I really regret I may have posted ******* links for my friends on site and I only wear an effect offered by an art sim which made people my reporter I think but it surprises me that this hexagonal graphic particle crash people I'm sorry if that's the case I didn't know because a lot of people wear this Sim art akipelago Be nice, I ask the second life team for my apologies, I will really pay attention to my 3 accounts and I will activate double security by application on my 3 avatars This is what I was the victim of ******************************************************************************************************************************************************************************************************************************* help me instead of blaming me, thank you for your understanding after more than 2 years of trying to explain to me I stayed in second life for 18 years without problem *********************** spartax ********************* amore I want to be eligible for the new reactivation system thank you I am waiting for your help from the real second life team, the one who understands and proof all started in that time i want my 3 account reactivateif they not reactivate my 3 accounts . I am requesting a refund of all USD I spent, plus liquidated damages, since they were unable to cite a specific violation.

  Business Response

  Date: 06/17/2024

  Hello,
  
  Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  
  We appreciate ****************** contacting the BBB in an attempt to resolve the above-referenced matter. After further review of this individual's Second Life account, we have confirmed that they participated in activities that are in violation of our Terms of Service. We have previously warned the account holder on more than one occasion but, unfortunately continued to see a pattern of the warned against behavior. Due to the repetitive nature of this behavior, we are unable to allow this individual to continue using our Second Life service.
  
  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21852955

  Good morning,
  
  Linden Lab operates Second Life, a 3D "virtual world" or immersive online communications system, which allows users to meet, communicate, view graphics together, and engage in a variety of user-generated games . Most content on the Second Life platform is generated and operated by users.
  
  here is my response: ****************** I contacted the BBB to try to resolve the problem mentioned above amicably. After a more in-depth examination of my Second Life account, I confirm that I was banned without email and without warning, which is unacceptable. I have never participated in activities that violate our terms of use. you have never notified me by email or other the account holder in 18 years!!!! you are lying. I ask you either to reactivate my 3 accounts or to reimburse all USD$ since 2007
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************* Vale

  Business Response

  Date: 06/25/2024

  Hello,
  
  We have sent numerous notifications of the account closure due to the violation of our Terms of Service and have advised ************* Vale of our final decision regarding the termination of their account. Due to the behavior that they participated in, we are unable to allow this individual to continue using our Second Life service.

  Regards,

  Linden Lab