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:03/20/2025

  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.

  i did not authorise a transaction done by my son who literally dont know what he's done so i asked a refund on the basis that my son cannot legally be binding for the game he purchased. i requested them to take back the game and refund the charge back to my Checking account with 3% interest but they refused the refund and told me they dont owe any interest or at the least refund.. now im complaining this to attorney general and i will take them to small claims court. I want people to be aware of this scam this company had been running

  

  Business Response

  Date: 03/26/2025

  Hello,
  
  Im truly sorry to hear about the issues youre facing with your refund claim. After a detailed review, our refund manager has thoroughly investigated your case. We want to assure you that we take claims of fraudulent payments very seriously.
  
  Upon investigation, we found that the purchase in question was indeed legitimate. This means that the payment was processed and approved correctly, and there were no discrepancies on our end.
  
  To proceed further, we kindly suggest you contact the payment institution or credit card provider that approved the charge. They may be able to offer more insight into the transaction and assist in resolving the issue, as they have more access to the transaction details and can help with potential disputes or chargeback options.
  
  Thank you. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23091096
  
  I am rejecting this response because:

  My credit card statement is due in 3 days, while i have only 20 days to pay or have my credit frozen by the bank, i have complained this to consumer protection. and i am in the process of filing a case to take this further legally. i am not letting this go until i get my refund.

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

  

  Business Response

  Date: 03/30/2025

  Hello,

  I understand your concerns and sincerely apologize for the inconvenience this matter has caused you. Please be assured that Xsolla take your complaint seriously and are committed to resolving it. As previously mentioned, following the investigation, we can confirm that the purchase in question was processed successfully and appears to be legitimate. There were no discrepancies found on our end during the transaction process.
  
  As the payment was authorized through your credit card provider, we recommend contacting them directly for further clarification. They will have access to more detailed transaction information and may be able to assist you with a dispute or chargeback, if applicable.
  
  We understand your concerns and regret any inconvenience this situation may have caused. Please rest assured that our team at Xsolla are available to assist you in any way we can.

  Thank you. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23091096
  
  I am rejecting this response because:

  Thank you, im filing a case in small claims court soon, will let you know once i do.

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

• Initial Complaint

  Date:03/10/2025

  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.

  Id like to report multiple unauthorized transactions from ****** *XSOLLA HERO WARS. According to ***************, ****** *XSOLLA HERO WARS has charged me $2,617.87 since December 2024. However, I did not make any purchases from them during that time. I contacted XSOLLA to request a refund, but they denied my request.

  

  Business Response

  Date: 03/15/2025

  Hello,

  I understand how frustrating this situation must be, and I sincerely apologize for any inconvenience. Unfortunately, the refund manager unable to proceed with a fraud claim because the ****** anti-fraud system did not flag the payment. This can sometimes happen due to security measures when payments are made from unfamiliar locations or devices. 
  
  In this case, the refund manager recommend you reaching out to ****** support directly, as they have access to more detailed information about your usual payment patterns, including the devices, IP addresses, and services you've paid for. They will be able to carefully review your claim, compare these patterns, and guide you on the best course of action for these transactions. ****** support will be able to assist you further.
  
  Thank you for your understanding.

• Initial Complaint

  Date:02/07/2025

  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 went to purchase the new ship that came out in the game this month. The ship purchased was the relevance. The ship I wanted to buy was the relevant. Which they as a company should have done a better job of separating the ships so this didnt happen. When I asked for my money refunded they say they will send me an email with a code to file a complaint and I never get the email. It isnt in my spam. I never got an email with a business transaction either. The game I am playing is Star Trek fleet command

  

  Business Response

  Date: 02/11/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having. Unfortunately, I dont have the specific access to resolve this issue directly. However, I highly recommend getting in touch with our support team at *********************************** They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding.

• Initial Complaint

  Date:02/05/2025

  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.

  They took my money. The transaction wasnt pending. It failed. They took it anyway. I received no receipt. No purchase. And then their employee told me it was my bank holding it so I called them and it was escalated. Their employee lied to me because my banker could push a button as soon as she receives the stolen money. I talked to another of their employees who was just as unhelpful except she confirmed her previous coworker was in fact lying and that Xsolla has it. I grew up in a transportation business. I know transactions very well.. in fact about 2 weeks ago, similar thing occurred but it was a pending transaction that was later declined and I got a receipt. They just straight up robbed me this time.

  

  Business Response

  Date: 02/06/2025

  Hello
  
  Im really sorry to hear about the trouble youre having with your payments. Unfortunately, I dont have the specific access  to resolve this issue directly. However, I highly recommend getting in touch with our support team at *********************************** They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding.
  

• Initial Complaint

  Date:01/27/2025

  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.

  I purchased the ******** software on November 28, 2024, through Xsolla during a Black Friday deal for $54.12. The software was advertised to include a Vietnamese text-to-speech feature. However, after completing the payment and installing the software, I discovered that the advertised Vietnamese feature does not work. The software only functions in English, and customer support confirmed that the Vietnamese feature is not supported despite it being listed as an available option. I requested a refund due to this misrepresentation, but my requests have gone unanswered. I believe this violates consumer protection laws, as the product was not delivered as promised. I am requesting a full refund of $54.12 for the product I cannot use.

  

  Business Response

  Date: 02/04/2025

  Hello,
  
  I'm sorry to hear about the issues you're encountering with subscriptions. I recommend reaching out to our support team at ************************************************************ for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
  
  Thank you.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22858962
  
  I am rejecting this response because: Do not do business with this company. They sell services that are unusable. When you file a complaint, they give many excuses and, in the end, provide no support.
  If you have unfortunately purchased their service, you can be 100% sure that youve lost your money.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/11/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having with your refund request. Unfortunately, I do not see any request from your email address in the Xsolla system. Hence, I highly recommend getting in touch with our support team at ********************************** or you can get immediate help in the live chat of your Xsolla Wallet account, where our support team is available 24/7. They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding.

• Initial Complaint

  Date:01/10/2025

  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.

  I have been charged 3 different times by a game that cannot be canceled. The amount was ***** on 10/14/24 again on 11/13/24 and lastly on 12/15/24. It is going to try to charge me a 4th time on 1/12/25. I have sent multiple emails asking to have these purchases to my wallet so that I can cancel this service. No response from 3 different tickets. The game that this is linked to has an option to cancel the service which shows an error code every time you try to answer. I contacted the customer service support number listed on their website. After waiting 15 minutes I was told this number is not for customers only vendors. After I was hung up on I called back to wait 20 mins to have them immediately when they just said hello and I asked who I was speaking with.

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Im sorry to hear about the payment issues you're experiencing. After checking, I can see that our support team has already responded to your inquiry under Ticket #*******. I recommend you reaching out to them directly for further assistance. Unfortunately, I dont have the tools or options to resolve this matter on my end. I hope your issue is resolved quickly.
  

  Thank you.

• Initial Complaint

  Date:01/09/2025

  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.

  The company opted me in without my consent for auto-renewals of a subscription I took 6 months ago.They charged me 2 days ago. I tried to go through the Xsolla Wallet but I couldn't see the subscription of the client dashboard. I tried to add it manually but it said the transaction was too recent. I finally contacted customer service and they told me I would be informed of the "refund manager's decision" in 5 business days. When you read the refund policy, it says you can only get a refund for auto-renewals within 48 hours... this company opts you in without your consent, masks your subscription from your own account, then stalls you in waiting for an answer for longer than the allowed period.

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Im sorry to hear about the payment issues youre facing. Upon checking, I can confirm that our support team has already responded to your refund request, which has been approved under Ticket #*******. I recommend contacting them directly for further assistance. I hope your issue is resolved soon.

  Thank you.

• Initial Complaint

  Date:01/08/2025

  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.

  In December I was charged 4 times for 30 dollars. I did not use xolla as a payment handler for anything to do with said game account. I requested fraud investigation and was told to refund me money they would lock my account. I asked them to close my xsolla account and they did lock me out of game. This company is shady and I believe it's employees are using people's account for purchases.

  

  Business Response

  Date: 01/16/2025

  Hello!
  
  Im sorry to hear about the payment issues youre facing. I suggest contacting our support team at ********************************** for further help. Unfortunately, I dont have the ability to resolve this directly. I hope your issue is resolved quickly.
  
  Thank you. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22770968
  
  I am rejecting this response because:
  

  I have reached out and was treated rudely. There are multiple complaints against your company for fraud. I was able to obtain information that confirms that a member of your company did in fact use mine and other accounts to purchase items to be sold to other unsuspecting consumers. I had a legit investment with the company your provide a billing option for. You had access to the account information even though I never used your service for the purchase of anything for the game company in question. You should not be able to lock me out of their game. If I do not get access to the account, I will use the terms of service of game company against them and your company as well.
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 01/27/2025

  Hello,
  
  I'm sorry to hear about the issues you're encountering with payments. Upon checking, I can see that the help support team has responded to you via email on this Ticket #*******. If youd like more details, dont hesitate to reach out to our refund manager. Just reply to their email, and theyll be happy to assist further. I hope your issue gets resolved smoothly.
  
  Thank you.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22770968
  
  I am rejecting this response because:

  You locked me out of an account that had legit transaction on. Costing me money spent and taking away my right to use what I did pay for. I should not be lo ked out of an account that you allowed fraud to come through on. Period

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

  

  Business Response

  Date: 02/06/2025

  Hello,
  
  Ive checked, and the support team has already gotten in touch with you via email regarding Ticket #*******. If you need further details, you can reply directly to their email, and our refund manager will be happy to assist you. I hope your issue gets sorted out quickly.
  
  Thank you.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22770968
  
  I am rejecting this response because:

  I have already responded and get the same exact answer. Your circling the issue here. I NEVER used your service for this particular company. You have zero rights to lock me out of a paid for service because your system was hacked. I will be seeking legal action if the lockout is not removed in the next 72 hours. Or the developing company return all purchases including supporters packages.

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

• Initial Complaint

  Date:01/07/2025

  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.

  My 78yr mother's account has been compromised since last November by fraudulent purchases conducted with this merchant , I ****** Salazar ***** had been trying to reach customer support or anybody for that matter to help with this issue.We already contact the financial institution and they suggested to file the fraud report with then, the *** and our local law enforcement which we are trying to finalise except that the company has not reach back to Us at all.This it's a filing request from Us to them; Your request (# *******). This it's a very comment case if idenity theft and we get that , what we really wanted it's to persecute the third party/ scammer/ crop that it's doing this *** ***** people with fixed income. There are four charges on a total of $145 , in video games ( play station) please give me a break.We just need your assistance , thank y'all .

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Im sorry to hear about the payment issues you're experiencing. After checking, I can see that our Xsolla help support team has already responded to your inquiry under Ticket #*******. I recommend reaching out to them directly for further assistance. Unfortunately, I dont have the tools or options to resolve this matter on my end. I hope your issue is resolved quickly.
  
  Thank you.

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 24, 2024 I see a fraudulent, unauthorized transaction made by unknown party to XSolla/Roblox with my Debit card. I have never heard of this company Xsolla nor made any purchases. I do not play video games! I am closing my ****** account, that is the only way I can think of that my debit card info was leaked. Xsolla is a scam company and should be closed down for fraud.

  

  Business Response

  Date: 12/28/2024

  Hello,

  I'm sorry to hear about the issues you're encountering with fraud payments. Upon checking, I can see that the help support team has responded to your email on this Ticket #*******. I recommend reaching out to our support team directly for further assistance. Unfortunately, I don't have the tools or options to address this matter directly. I hope your issue gets resolved smoothly.
  
  Thank you.

  Customer Answer

  Date: 12/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They did not address the fraud but my bank refunded it (the bank said they had many similar complaints about the same fraud for same amount on the same day by Xsolla! Terrible).

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