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:03/23/2025

  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 banned today entirely because of my brother. My brother and I share a PC, so when his account was deleted for bullying, I was using the same wifi because our accounts are linked, so we use the same network and email. His username is (sh1x2) mine is (Oattapoi55). I would really like my account back because it means a lot to me and Roblox is part of my childhood, I know they will take me into account, I know they will take me back, I have faith and hope that they will unban me.

• Initial Complaint

  Date:03/23/2025

  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.

  Within the last month, I have purchased two Roblox " gift" cards for robux to use for in game play. While both cards said they were redeemed successfully, neither one was actually credited to my son's account after redemption. When I contacted Roblox, they made me give them all my info, along with pictures of the gift card I still had in my possession, and then I waited days and days for the response that, the gift cards had been redeemed, and there was absolutely nothing else they could do for me. My son is 9. These people are actively scamming children.

• Initial Complaint

  Date:03/23/2025

  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.

  My sons Roblox account, Zekushii, was accessed without authorization, leading to its termination. The unauthorized person gained access after compromising my email, allowing them to see all my saved passwords and log into my sons account.I have provided Roblox with clear evidence proving that these actions were not committed by my son. Additionally, four different Roblox moderators (*****, ******, ****, and ******) confirmed unauthorized access on the account.Despite this, *********************** Appeals Team has unfairly denied my requests for reinstatement, failing to properly acknowledge the evidence. I am requesting a fair review by a senior moderator to restore my sons account, as it was terminated due to actions committed by an unauthorized individual.I hope Roblox will reconsider and take the appropriate steps to resolve this issue.

• Initial Complaint

  Date:03/22/2025

  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.

  Hello BBB, I recently contacted roblox about my account because they deleted for something that happened on November 20, 2024 and what happened was my sister's account got banned for 1 day and she waited the day and continued playing roblox. But now on March 21 I'm getting my account deleted for something I did not do.

• Initial Complaint

  Date:03/22/2025

  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.

  im reaching out because Ive been locked out of my Roblox account. Im unsure if it was hacked or if I made an error in my settings, but heres what happened:I was playing Driving Empire in my private server and received a random warning for spamming. After that, I went to change my account settings out of fear and accidentally mistyped my email while trying to update it.I then enabled the "Hardware Security Key" option without fully reading the instructions. This caused me to be logged out of my account, and Ive been unable to log back in using either my password or passkey.On March 6th, I received a notification that another device had logged into my account. I couldnt log out that device, even though I was already logged out at the time. This situation has been going on for almost two weeks and still haven't received any feedback about my account.

• Initial Complaint

  Date:03/22/2025

  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.

  My Roblox account (nvmantii) was wrongfully terminated for Creating an account to avoid enforcement action taken against another account. However, I have never had an alternate account banned or terminated, making this enforcement completely unfair.I have been a Roblox player for over 6 years and have spent over $30,000 on my account. Despite submitting multiple appeals, Roblox Support has completely ignored me and has not provided a single *********** first, I believed this was an issue related to my younger siblings warning, but after further investigation, I found out this was not the case. I was unfairly banned for something I did not do, and Roblox has refused to communicate with me or provide any evidence for my termination. I believe this is completely unfair, as I have spent so much time and money on this company, and I have gotten unfairly banned for something I havent even done. Desired Resolution: Immediate manual review of my account and reinstatement

• Initial Complaint

  Date:03/22/2025

  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.

  I was going to play Roblox for the first time in weeks, and I open my computer up and it says that I was banned for "creating or using an account to avoid an enforcement action taken against another account." My younger brother's accounts were terminated, which resulted in MINE being banned as well. We share the same IP, but I don't get why I had to receive the ban as well. Roblox uses AI moderation to track IP banning, and it has falsely banned many users around the platform. I've spent about ~150 or so dollars on the game, and it will all go to waste because of the wrongdoings of another person sharing the same IP as me. This was very disappointing. Why should I be punished over the wrongdoings done by someone else in the same vicinity as me? The account was left untouched for a few months, my brother was banned during either December or January, and I kept playing on my account without knowing anything of what had happened, then I open Roblox again after a week of not playing and the message welcomes me. Please help me resolve this, I really don't want to lose my account because of poor AI moderation, and because of the childish actions of my younger sibling. The same thing happened to my second younger brother, who's account was named ******* and was instantly terminated as well with the deletion of my youngest brother's account who was named Calculationalistic. The Calculationalistic account was supposedly banned in the game mic up for harassment, and because of that it instantly banned my other brother's account and then mine as well right now. Why were we both caught in the crossfire? If there's anything you can do to help us recover our 2 accounts it would be greatly appreciated.Below is an attachment of the 2 account bans (they're both the same)Account names falsely terminated: LaBwompalisBwomp Calculationalistic Account name that triggered the ai moderation:Calculationalistic

• Initial Complaint

  Date:03/21/2025

  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.

  Subject: Urgent Request for Roblox Account Recovery Dear ********************** am filing a complaint against Roblox regarding the ongoing issues Ive encountered with their customer support team and their refusal to assist me in recovering my account. My account, "totaIIycreativename," has been compromised, and despite multiple attempts to work with Roblox support, I have been continuously denied help. I have provided numerous details about the account, including potential email addresses associated with it, billing history, and account creation information, but Roblox has yet to offer any viable solution.While I understand Robloxs need to verify ownership before assisting with account access, they have failed to use all available resources to properly verify my claim. I have shared information such as possible email addresses linked to my account, and I have detailed my communications with their support team, yet they persist in claiming they cannot find enough information. Despite my efforts, I have received only automated responses that fail to address my concerns or move my case forward.I am requesting that the BBB intervene to resolve this issue as Roblox's customer support has been unresponsive and unhelpful. I am unable to recover my account through their current processes and feel that my concerns have not been addressed in a fair and timely manner.Ticket Numbers (if relevant):115409922, *********, ********* Additional Information:Account Username: "totaIIycreativename"The issue began on: Early 2024/Late 2023 I've provided details such as billing information and the email addresses I believe were associated with the account.I have made multiple attempts to resolve this through Robloxs support channels but have yet to receive a solution. I respectfully request your assistance in addressing this matter with Roblox.Sincerely,*****

• Initial Complaint

  Date:03/21/2025

  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.

  Hello,I am filing this complaint as my last hope to regain access to my Roblox account.I attempted to set up two-factor authentication (2FA) using an authenticator app. During the setup, I received an error message, and 2FA was still listed as "off." After refreshing the page, I was unexpectedly logged out. Now, when I try to log back in, I am blocked by 2FA, which is asking for codes I cannot generate because the setup process was never completed.I do not have backup codes saved because they were on my old device, which is broken.I have contacted Roblox Customer Support multiple times, but I have only received automated, copy-paste responses that do not resolve my issue. No real action has been taken, despite me providing multiple forms of proof.Key Issues with Roblox Support:They claim my email is different than the one I actually use. Some agents say it starts with "(a)," others say it starts with "(mar)." Both are incorrect.I still receive password reset emails and security updates at my correct email (which I can provide privately).My phone number is linked to the account, and I still receive messages from Roblox.I have 30+ Robux purchase receipts linked to my account.I know the birthdate set on my ********** government-issued ID is linked to my account for age verification.Serious Security Concern Since my government-issued ID is linked to this account, I am deeply concerned that if someone else gains access, they could engage in activities that could wrongfully implicate me. This is a serious security risk that needs to be addressed immediately.What I Am Asking Roblox to Do:I am demanding that Roblox disable 2FA on my account so I can log in again. I have already proven my ownership multiple times, and I do not understand why they are ignoring my valid proof.I have exhausted all available options through Roblox Support, and at this point, I expect immediate action. I will provide all necessary information/details privately.

• Initial Complaint

  Date:03/21/2025

  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 Roblox accounts, **************, Wolfcutlatinalover, and kingpremofohio were all banned due to an enforcement ban by Roblox. How this works is when an account is terminated under a certain IP address, all other accounts will also receive the same termination. However, Roblox fails to realize that many households are under the same IP address, meaning a sibling who is terminated also gives on the punishment onto other Roblox users in the same household. Even connecting to a public Wi-Fi where somebody was previously terminated would also have their account terminated. I believe this is very unfair as my enforcement bans had nothing to do with me. My sibling (younger brother) had used my laptop to create accounts and break the rules in Roblox chat. This resulted in the accounts he created to get terminated. As a result, the enforcement ban affected all of my other Roblox accounts. This incident has affected many households as I have researched through the subreddit r/Robloxbans. Many innocent users have had their accounts banned due to the actions of another user in the same household. I have sent multiple appeals corresponding to each account however they have all been rejected so far, usually by AI moderation support. I feel this is very unfair due to the fact I have spent a lot of money and time into Roblox, and it feels like Roblox doesn't care about their users. I would appreciate if they reinstate my accounts because having all my accounts banned due to someone else's actions is very unfair. Additionally, I do not like how they take advantage of AI in their moderation because it is always prone to be inaccurate or to fail. Once again, I would like to have all accounts listed ***************, wolfcutlatinalover, kingpremofohio) to be re-activated by Roblox. Thank you for your time and I hope Roblox takes this problem seriously.