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:02/04/2023

  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.

  By accident I clicked on this service, which I have no idea what it is or about. I contacted their CS and was basically given the run ************************************************** Feb 2, 2023, 9:24 PM GMT+5 is purchase in error ********** Can you please cancel and refund to my card ending in **** Company Xsolla (USA), Inc.15260 ************************************************************************************************ Transaction number ********** Transaction date 02/02/2023 User ************************************ Purchase: **** Subtotal $5.59 Total$5.59 Sales Tax included Xsolla **************** Hello!Your request (# ******** has been updated. To proceed with this issue you could just answer this e-mail:***** (Xsolla Inc.)Feb 2, 2023, 9:28 PM GMT+5 Hello! As I can see, your payment is already successful and has been credited to your account. Please keep in mind that it may take some time for the purchase to be applied to your account. If you still want to refund it, please clarify the reason for the refund to me. Thank you!.... I chatted with CS several times and they just ignore me

  

  Business Response

  Date: 02/15/2023

  Hello
  
  Thank you for letting us know about your issue. Weve double-checked this case, and unfortunately, we are unable to proceed with the refund. According to the information from our vendor, the purchase was mistakenly credited to the wrong account, and transferred to the correct account per your direct request to the game support.
  
  We appreciate your understanding in this matter.

• Initial Complaint

  Date:01/30/2023

  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.

  Xsolla is by far the most egregious payment processor I have ever dealt with. There was a transaction posted on my paypal two years ago that I disputed since the merchant (XSplit) charged me after I had cancelled my services and they did not respond to multiple emails. Fast forward two years later and Xsolla has marked my account "fraudulent" and has blocked any attempts that I make to make any purchase from ANY merchant that uses them as a payment processor. And Xsolla has requested that I provide proof of the transaction from two years ago on a Paypal account that I no longer have. That account has been closed down and I no longer use. After telling Xsolla support this, they informed me that I need to contact Paypal and try to track down all the transaction information in order for them to lift the "fraud" charge on my "gamer account". This is a completely ridiculous method of verifying any type of information. There are no other validation workflows of processes that I can undertake. I know banks, investment firms, credit card companies, cell phone providers have multiple ways of validating identity or methods to assist people. Dealing with support has yielded no results outside of canned responses. And contacting someone from corporate office is impossible.

  

  Business Response

  Date: 03/01/2023

  Hello, 
  Thank you for your feedback. We are sorry you faced this issue. Please note that we take security and compliance very seriously, Xsolla is PCI DSS Level 1 compliant, which is the highest level of security for online merchants. Xsolla is also a BBB accredited business. When we receive any notification about unauthorized payments, we block the whole access to our payment platform for security reasons. We received a dispute from PayPal regarding the payment mentioned above. That's the reason why you cannot make any payments via our store. We may unblock your access to our system, but we need to be sure that it wasn't fraudulent dispute. For that reason we ask a screenshot to verify you as an owner of payment account. In case you dont have access to the such screenshot, we kindly ask you to contact PayPal support to request information of the disputed payment. If you would like to get some more information about the issue, please, reach us at help.xsolla.com.
  Thank you!

• Initial Complaint

  Date:01/30/2023

  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 have been charged for something from a company I have never even heard of. I looked it up and literally thousands of other people have gone through this. Seems like this company isn't policing their transactions.

  

  Business Response

  Date: 02/21/2023

  Hello,
  we're sorry to hear that you faced this issue. We take fraud seriously and carefully investigate every case. Xsolla is PCI DSS Level 1 complaint, which is the highest level of security for online merchants. We are committed to providing the highest level of transaction processing security, safeguarding customer information and combating fraud. We would like to learn more about your specific situation and make things right. Please, get in touch with us at help.xsolla.com at your easiest convenience, and we will assist you with that.
  Thank you!

• Initial Complaint

  Date:01/21/2023

  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.

  For the past eleven days, Xsolla/Babka have been running me in circles via email and I received no response in the last 7 days. I pay a game called Star Fleet Command - ****. I make purchases for the game for materials, resources, ships, etc on the **** website ******************************************* - I filed a complaint against ******* who owns and operates **** after I purchased a game pack the Scopely refused to return the unused items in the pack. After a month of trying to resolve the issue with Scopely, I went to my bank ***************************** and submitted a claim against Xsolla/Babka to have my money refunded. In retaliation, Xsolla/Babka has blocked my account from any purchases using any method. The block on purchased during the opening of a new expansion has set me back months. Xsolla claims I submitted an "unauthorized" charge to my bank which is not true and I have spent thousands of dollars and now Xsolla claims there is a security issue. Xsolla requested extremely sensitive bank statements and I also provided my drivers license and debit via email and now ********************** is back to asking for more bank statements. I am clearly the owner of the account. I have proved it. Xsolla and Scopely have been unwilling to resolve this issue over $109.99 when I have spent over $3,000 on my game account. This apparently is the resolve of Scopely and Xsolla. If you attempt to get a resolution, they block your account or suspend you. At this point, since Scopely is unwilling to return the items I purchased, I want my full $109.99 back which has been temporarily applied to my checking account via my bank but Xsolla is trying to tell my bank that they "deny" my refund without any logical grounds. Having Scopely as the game and Xsolla/***** hiding in the background makes resolving any of these issues a nightmare. Also Xsolla sent me their refund policy saying everything they do is "AS IS" with no protection to the buyer.

  Customer Answer

  Date: 01/26/2023

  ***Document Attached***
  See Attachment/File: More Info

  

  Business Response

  Date: 02/01/2023

  Hello *****,
  we are sorry to hear about your bad experience while purchasing via our store.
  
  Xsolla is PCI DSS Level 1 compliant, which is the highest level of security for online merchants. We are committed to providing the highest level of transaction processing security, safeguarding customer information, and combating fraud.
  
  Please note that after we receive the information about a chargeback for the bank, we block the access to the system due to security reasons.
  
  Unfortunately, we were not able to locate any requests associated with your email in our system. If you share the number of your ticket, we will be able to take a closer look into your issue and assist.
  
  Thank you!

• Initial Complaint

  Date:01/17/2023

  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.

  Transaction ********** made 1/1/2023 Transaction ********** made 1/1/2023 I issued for a refund immediately when my account did not receive either purchase. This company sent an automated email telling me they'd respond in 24 hours. 6 days later I initiated contact again and they told me they couldn't give me a refund because the game told them I received the items I purchased. After initiated contact with the game they said Xsolla was responsible for my refund and the denial and this back and for issue is getting no where. No one wants to take responsibility for borderline stealing from me and it shows when I can't get my emails responded to without having to reinitiate contact through the bot. I lost $200 and they're all just telling me "It's out of our hands." But you're the company in charge of the purchase?

  

  Business Response

  Date: 02/15/2023

  Hello
  
  Thank you for letting us know about your issue. Weve investigated your issue and unfortunately, theres no refund can be made as the purchases were successfully credited to your game account. Our refund policy does not allow refunds for the successfully credited purchases. Thank you for understanding.
  
  We're sorry about that, but hope you understand.

• Initial Complaint

  Date:01/13/2023

  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.

  All my purchase on their platform went thru and a problem on my payment account occured but is all cleared out but after receiving my payment they still decide to disable my account and i cannot use they platform anymore and it is the only one that the game that i was playing to purchase those specific game items i can provide more information you can contact me anytime

  

  Business Response

  Date: 02/15/2023

  Hello,
  
  We apologize for the delay with your gaming experience. After the second investigation of your case with our risk department, we are glad to announce that your account is unlocked for future payments. However, we must inform you that if we receive new information about unauthorized payments or any signs of abnormal payment activity linked to your account, we won't be able to unlock it again.
  We appreciate your feedback in this matter.

• Initial Complaint

  Date:01/09/2023

  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 tried to purchase Roblox premium, and it said that the payment was cancelled. I then tried to buy it again, and it was cancelled. I went to check my bank account too see if there were any issues, and I saw that there had been two $9.99 charges, followed by $9.99 refunds to my account. However, the money that I was "refunded" is not in my account. I am worried and am wondering why.

  

  Business Response

  Date: 02/01/2023

  Hello ****,
  
  we are sorry to hear that you have been having challenges accessing in-game currency.
  
  Secure payments is one of our main goals. So, if your payment was declined by our security system, it was instantly refunded from our side. Then the time of refund depends on the chosen payment option and takes **** business days. Unfortunately, we cannot speed up this process therefore the exact refund time depends on your bank. But we are really appreciate your patience during this time.
  
  In case of any issues with your payments, please feel free to contact our support at help.xsolla.com and we will assist.
  
  Thank you!

• Initial Complaint

  Date:01/04/2023

  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 was charged $99.99 for a purchase made through WWE Champions. I've tried multiple times to get a refund for this as I never actually received anything from the purchase. They have told me they are reaching out to the game but each time I try to get help they do not do anything. This is a fraudulent charge as nothing was received for it. They did not send me a receipt with a transaction number but acknowledge that it did happen. I need help with this.

  

  Business Response

  Date: 02/01/2023

  Hello ***********,
  
  We are sorry to hear that you have been having challenges accessing in-game items.
  
  According to our records, the game support checked your purchase and informed us that it was applied correctly on your game account.
  
  We are sorry for the delay in your gaming. If you still haven't received your items, please contact the game support directly. They will be able to check it on their end using your game account data.
  
  Thank you.

• Initial Complaint

  Date:01/04/2023

  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 have never had contact with xsolla. i got a fraud alert from my bank. i am away from home. i have to cancel my credit card. i have to find a way home without a credit or debit card. xsolla allowed a purchase on my debit card. they should require more authorization, like address, pin number, number on back of card and similar. they did not. i am out several fees, extra costs without use of my card, expensive and delayed travel, because i have to cancel my credit card. please prevent this hurt from occurring to others, to increase communication, and improve protection of consumers.

  

  Business Response

  Date: 02/15/2023

  Hello
  
  Were sincerely sorry to hear about that! We take matters of fraud and personal information very seriously. Unfortunately, online fraud is a serious issue in today's market where personal data can be hacked by fraudsters. It was the best decision to cancel the card in this case.
  Could you please contact us directly from ************************************************************************************************************** send an email to **********************************? We will try to assist you with this issue shortly.
  
  Thank you

• Initial Complaint

  Date:01/01/2023

  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.

  This company is a scam center. They attempted to charge my card despite never have doing business with me in the past which means they obtained my card information illegally. That's why i use a prepaid card or a card from a cashapp type app for online purchases. Never leave money in your cashapp app and never use your debit card or credit card for online purchases other than major well known companies. The owner of this company needs his articles of organization stripped and be charged with grand larceny. ** assure the accumulated fraudulent charges more than exceed the required amount

  

  Business Response

  Date: 01/19/2023

  Hello ****,
  we are sorry to hear about the issue.
  Please note that Xsolla cannot create any payments except for subscription renewals. We take fraud and security seriously and carefully investigate every case.
  We would like to learn more about your specific situation and make things right. Please feel free to contact us at help.xsolla.com at your earliest convenience and share more details about the fraudulent charges.
  Thank you!