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:09/05/2025

  Type:Customer Service 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.

  Xsolla will not let me cancel a recurring subscription with them. It does not work on their website. The customer service email does not respond to my attempts at cancellation. Their customer service number never answers the call and automatically hangs up after 10 minutes on hold. Absolutely disgusting behavior from this company. I have been attempting to cancel this subscription for 6 months with no success and have lost $60 from the recurring subscription. I am seriously considering taking legal action against them as well

  

  Business Response

  Date: 09/05/2025

  Hello,

  We understand that subscription concerns can be stressful, and we want to assure you that our support team has confirmed your subscription has been canceled. No further charges will be applied.
  
  If youd like additional confirmation or have any further questions, please feel free to reach out to our support team directly at *********************************** Were happy to assist you.

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23837974
  
  I am rejecting this response because:

  the issue is I cannot cancel the subscription and you (Xsolla) are not giving me any way to do so)
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/12/2025

  Hello.

  We have confirmed that the customers subscription has been successfully canceled. No further charges will be applied to this subscription moving forward.

  If the customer has any additional billing concerns or questions, we encourage them to reach out to our support team at *********************************** and we will be glad to assist further.

  Customer Answer

  Date: 09/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and personally would have appreciated a refund for the several months I was unable to cancel the subscription and charged for it, but this okay for now
  
  You stink, 

  
  ***** ********

• Initial Complaint

  Date:09/05/2025

  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.

  July 28th, 2025, my *********** account was charged two separate amounts of $20.08, totaling $40.16, by company XSolla, for a ****** account. I immediately filed a complaint with XSolla's customer service to dispute the two separate charges of $20.08. In a correspondence of emails, they assured me they would refund the charges in full, if I agreed to have the Roblox account that made the purchases on July 28th banned. I do not have a ****** account, nor have I ever, so I agreed to these terms. On July 29th, XSolla refunded me for one charge of $20.08. I waited 7-10 business days for the second charge of $20.08 to be refunded, but it did not arrive. The customer service agents assured me I would receive the second refund, but it did not arrive. In the latest email correspondence, customer service agents suggested I reach out to *********** because they claimed that *********** was "rejecting" my refund. I called Truist on September 2nd, 2025, and they told me they do not have the ability to reject refunds. *********** suggested I file a complaint for fraud. I believe XSolla is being fraudulent and I would like an immediate refund for the second $20.08 charge, totaling $40.16.

  

  Business Response

  Date: 09/05/2025

  Hello.

  We apologize for the inconvenience this customer has experienced. Our records confirm that two charges of $20.08 were processed on July 28th, 2025. One of these was successfully refunded on July 29th, 2025. The second refund was also initiated on our side but did not settle successfully to the customers bank.

  At this stage, the funds have already been released from Xsolla, and we recommend the customer request their bank to perform a trace on the refund using the *** (Acquirer Reference Number), which the support team already provided in the email thread Ticket#*******. This is the most effective way to locate the missing refund.

  We want to assure the customer that ********************** has no intention of withholding funds and will fully cooperate with both the customer and their bank to resolve the matter.
  
  Thank you.

• Initial Complaint

  Date:08/22/2025

  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.

  There is payment company called xSolla that is charging my account ***** for Roblox a video game that I do not play or subscitbe to. I need them to refund my funds and remove me from whatever list that they are using to siphone funds from my account.Thank you

  

  Business Response

  Date: 08/25/2025

  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:08/22/2025

  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.

  So I used to play a game called Crystal of Atlan. The pay platform is called XSOLLA. I recently was checking my bank statements and notice some abnormalities there were multiple purchases between June 2025 through July 2025, resulting in a total estimated loss for me of $4,143.15. I completed a police report, and then reached out to XSOLLA to dispute the charges. When I reached out to them they told me they would reach out to their ********************* but in order for them to do that they would ban my account and then Block me from making any purchases through their platform. I agreed since somehow someone has my information unknowingly anyways. Once the anti-fraud investigator team reached out to me. They told me they couldnt process my request for a refund since my card had went a verification process then they immediately closed my ticket and said problem solved. I attempted to reach back out to them because when youre placing a card on file, that is the only time your card goes through a verification check in which they place a temporaryhold on your card and you have to confirm it. For those other purchases, there are no temporary holds somebody was just making purchases. I provided thecompany with the police report and my entire bank statements for July and June. The company has not reached back out to me.

  

  Business Response

  Date: 08/25/2025

  Hello,
  
  Thank you for bringing your concern to our attention. We understand how stressful unexpected charges can feel, and were truly sorry for the inconvenience this has caused.

  According to our records, your transactions were processed securely through the systems of the bank that issued your card. If a payment was approved by their security checks, we unfortunately do not have the ability to prove that it was not authorized by the cardholder.

  The best course of action at this point is to contact your bank directly and request a refund or dispute the charge. Your bank has the tools to investigate the transaction in detail and provide the appropriate resolution.

  We sincerely apologize for any frustration this situation may have caused and greatly appreciate your patience and understanding. 

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23783368
  
  I am rejecting this response because:

  I have done a police report and notified XSOLLA in a timely manner of the fraud committed. I have even sent bank statements showing that there has been no security checks on XSOLLA side. I would like a refund, of the money that was stolen from me. I have provided you with all the information I can possibly give you. Bank statements, police report what else can I show you that it wasnt me that made the purchase.
  
  Sincerely,
  
  ******* ******-******

  

  Business Response

  Date: 09/05/2025

  Hello.
  
  We understand how stressful and concerning it can be to experience a fraudulent transaction, and we take these matters very seriously.If you have already filed a police report, please send a copy of it along with any relevant documentation to our support team at ************************************************************.
  
  Once we receive your information, our support team can escalate your case to our refund team for review. They will handle the investigation and work with you on resolving the matter.
  
  We appreciate your cooperation and understanding as we work to address this issue.

• Initial Complaint

  Date:08/20/2025

  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.

  On August 9, 2025, a $59.99 purchase was made through Xsolla **** by mistake when my younger brother used my account without authorization. I immediately uninstalled the product and requested a refund. Instead of helping, Xsolla permanently banned my account and refused to restore access. This left me with no usable product despite payment.When I attempted to resolve the matter through ******, Xsolla actively contested my claim, which caused ****** to close the case without a refund. This means the company both revoked my access and took steps to prevent me from recovering my money.I find this unreasonable and unfair business conduct, and I am requesting BBB assistance in obtaining my $59.99 refund.

  

  Business Response

  Date: 08/20/2025

  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 your email on this Ticket #*******. I recommend reaching out to our refund 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: 08/21/2025

   
  Complaint: 23767259
  
  I am rejecting this response because it does not address or resolve my complaint. The business is deflecting responsibility by telling me to contact the same support team that has already denied my refund request (Ticket #*******). I escalated this to the BBB specifically because their internal process failed to resolve the matter.
  
  
  Furthermore, ****** sided with this business in the original dispute despite my evidence. This makes the BBB complaint process even more important, as I need a fair and independent record of their refusal to issue a refund.
  
  
  At this point, the business has not provided a refund, nor a clear explanation of why my case was denied, nor any alternative remedy. Simply stating that support responded is not a resolution.
  
  
  If this issue continues unresolved, I will be forced to escalate further through my financial institution and explore additional consumer protection avenues. I am asking the BBB to keep this complaint open and document that the business has not made any good faith effort to resolve the matter.
  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 09/02/2025

  Hello,

  We truly regret that you are unhappy with the outcome of your request and understand how frustrating this experience has been for you.
  
  Your case (Ticket #*******) was carefully reviewed through our internal process, and while we recognize that you disagree with the decision, we must respectfully stand by the outcome. Unfortunately, we are unable to issue a refund or provide an alternative resolution beyond what has already been communicated.
  
  We appreciate the time you have taken to share your concerns and respect your right to pursue any further avenues you feel are appropriate. While we cannot change the resolution, please know that your feedback has been noted and will be taken into consideration to improve how we communicate decisions in the future.

  Thank you.

• Initial Complaint

  Date:08/15/2025

  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.

  On July 18, 2025, a $56 charge from Xsolla was made to my *********** credit card without my knowledge or consent. I immediately submitted a dispute with ***********, which initially issued a temporary credit while investigating. I attempted to contact Xsolla directly via their published dispute process (**********************************) and submitted a written cancellation request on July 30, 2025, in accordance with their instructions. I have received no response whatsoever from Xsollanot even an acknowledgment of receiptdespite the time-sensitive nature of the dispute. ***********s recent letter now states they sided with Xsolla, even though Xsolla failed to provide any evidence or communication in response.I am deeply concerned by the anti-consumer nature of this process. Xsolla has withheld both service and communication. Despite my proactive dispute and documentation, they have retained the funds. I also believe *********** failed in its responsibility by not requiring documentation from the merchant before deciding against me.

  

  Business Response

  Date: 08/20/2025

  Hello,
  
  I'm sorry to hear about the issues you're encountering with refund 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 refund 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.

• Initial Complaint

  Date:08/01/2025

  Type:Billing 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.

  Upon my routine online bank account checks I do to ensure Im going to be able to pay all my bills for the month I noticed two back to back charges of $54.51 each pending with the name XSolla_Roblox next to it. I automatically assumed my child was the one behind the charges so I immediately took her phone and thoroughly checked everything out (even though we already have very strict parental controls on it) and I saw where she wasn't even able to utilize any type of payment options and none were stored on her phone I immediately knew someone had committed fraud / stole my debit card information. I called my bank and informed them of the fraud. They told me I couldn't report it as fraud due to it still pending and to take it up with Xsolla first. So I did. I contacted them through their website which led into emails. The fraudulent charges appeared as pending on the 24th of July and cleared my bank on the 27th. I reported it to XSolla on the 24th. It's been over a week now with different customer service representatives taking up to 2 days to respond each time I provide them with more asinine information. They provided me with the first three digits of this individual that purchased the roblox points but not the whole name and still imply in the responses that I or someone I know initiated these charges. It's crazy to think that a huge company like ****** would still allow a payment processing company that gets so much negative feedback nationwide to still conduct business on their behalf. A simple ****** search provided me with NUMEROUS complaints of this exact same type of problem. No wonder why so many people want to take this company to court. Ill keep this shady company on my radar and when a civil suit is brought up. Ill hop on board. This company is doing a good job stealing people's money with no repercussions.

  

  Business Response

  Date: 08/04/2025

  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 your email on this Ticket #*******. I recommend reaching out to our support team directly for further assistance. I hope your issue gets resolved smoothly.
  
  Thank you.

  Customer Answer

  Date: 08/05/2025

   
  Better Business Bureau:
  
  The business reached back out via email and put my money back in my bank. Shame I had to go to these measures to recieve my money back, but im glad it was resolved.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/29/2025

  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.

  This company authorized 11 payments using my debit card. I do not play video games nor do I know anyone who does. And the physical card has never been used. So this was a fraudulent charge made by a stranger. I would like to know if this company charged my debit card with or without knowing the name on the card and/or a security number. Also, I find it odd that there is not a telephone number to call them.

  

  Business Response

  Date: 07/30/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having with your unauthorised transaction. 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, and please feel free to reach out if you need any other guidance.

• Initial Complaint

  Date:07/23/2025

  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.

  unauthorized charges on my account, customer service is inept.unable to "find" charges, sent the screen shot. took 15mins between chat responses

  

  Business Response

  Date: 07/28/2025

  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 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.

• Initial Complaint

  Date:07/22/2025

  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.

  Fraudulent charge for $199.99 on my $200 prepaid Mastercard. I never shared my payment information with either Xsolla or Roblox.

  

  Business Response

  Date: 07/23/2025

  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.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23635002
  
  I am rejecting this response because: I am already emailing with support and they have done nothing but delay and display a total lack of reading comprehension relating to my emails.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 07/28/2025

  Hello,
   
  I would like to highlight that our Xsolla Support Team has responded to your request via email under Ticket #*******. Kindly check your inbox (and spam/junk folder just in case) for the latest update from our team.
  

  If you have not received the message or are still experiencing issues accessing it, I recommend reaching out to our support team directly for further assistance. 

  Thank you for your continued patience.