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:07/09/2022

  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.

  Xsolla has charged my card $4.99 for months now. I didn't realize it at first because I never authorized any company by that name to charge me. After some investigation, I learned that this company is connected to Roblox and through my child's account they have been fraudulently charging my card each month without authorization. They make it incredibly difficult to dispute the charges and are attempting to keep the fraudulently obtained funds.

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/17) */ Hello ********, We have carefully checked your request. According to our system, there was an active subscription to Roblox associated with your email. You can see the information about this automatic charge on the payment page when completing the purchase. Also, we can see that you had a conversation with our support agent but we haven't received your reply. Your subscription was set to not renew status. It means that you won't be charged in future for this subscription. If you have any questions please feel free to contact our support at help.xsolla.com or via email [email protected] and we will be happy to assist you. Thank you!

• Initial Complaint

  Date:07/06/2022

  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 received a fraud report from my bank on July 1st regarding a $115 transaction from "Xsolla ************* When I replied I did not make that transaction, my bank denied it and stopped my debit card. I looked at my account and found 4 more charges: One for .87 cents, one for *** cents which was apparently refunded, and 2 charges for ******* each, making the total amount charged to my card ******** I was able to get the **** charge declined, but the 2 duplicate charges have remained on my account until my banks fraud department can finish their investigation. Your lax payment verification system caused me 2 overdraft fees, an emergency payday loan being taken out to cover the shortage at a ridiculous interest rate, and not being able to even buy a sandwich because i'm now overdrawn by almost *****

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/16) */ Hello! We are extremely sorry that you faced this issue. We take fraud and security seriously and carefully investigate every case. Unfortunately, we do not see any requests from you in our records. Please feel free to contact us at *********************************************** and we would investigate this issue and find a solution. Thank you!

• Initial Complaint

  Date:06/30/2022

  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.

  After playing the game bingo clash I opted for a cash withdrawal and on the day I was suppose to receive a payment to my cash app I didn't receive it . What actually happened was that xsolla took money from my account. Xsolla made over 23 transactions on my account taking **** . I am very upset , that was my rent money and I have kids to provide for . Over the course of two hours xsolla was debiting my account without my permission on 6/28/22 and was able to take ****

  

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/08) */ Hello! Sorry to hear that you faced such issue. Nowadays online fraud is a very serious problem and we do everything in our power to combat it. As we see, you have already contacted us regarding your fraudulent transactions but we haven't received your reply. Please continue the conversation with our support agent by replying to our email and we will do our best to assist you. We take security issues very seriously. And your assistance will help us to take a careful look in to your issue and do the things right. Thank you.

• Initial Complaint

  Date:06/14/2022

  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 was trying to purchase something for a new game, and this company does they're purchases. After the first attempt it gave me a code when I looked it up said I had been blocked. I have never purchased anything through this company. When dealing with their support employees that were very rude and unhelpful they basically told me they don't have to do anything or tell me anything and it's my problem. I was only trying to a customer of theirs and was treated like a enemy. This is absurd and don't won't anyone else have to deal with a company like this. Thank you for your help. The photo is of one of the conversations sorry but I don't not have all of them.

  

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/06/18) */ Hello, Sorry to hear that you faced such issue. We pay a lot of attention to combating fraud activity and carefully investigate every case. Our system blocks users if some fraudulent and suspicious patterns are detected. The system is always being updated and analyzes many different factors before declining a purchase. We took a close look in to your case. Unfortunately, we are not able to unblock you due to security reasons. If you have any questions please do not hesitate to reach our support at help.xsolla.com or [email protected]. Thank you for your understanding. Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still doesn't explain what I even did also after one attempted purchase you get banned for life? Also the fact that they do not have a way to right your wrong or prove that it is your card is absurd I have done nothing wrong and I'm being treated like a criminal. After trying again yesterday I noticed that it auto fills your zip code to the wrong zip code so if this is indeed what caused this trouble and I'm not getting a chance to fix that is also absurd and seems to be a set up on their end I don't know why it would automatically fill the wrong zip code. I was brought up to believe every one deserves a second chance I'm not asking for a fourth chance but not giving a chance to right my situation is very frustrating and I feel bad for all the ones before and after me that have to deal with this company Business Response /* (4000, 9, 2022/06/29) */ Hello, We were checking your case with our risk department team. Please contact our support at help.xsolla.com and we will be able to resolve your issue. Thank you for your honest feedback - it helped us to check the issue carefully and improve our service. We appreciate your understanding on this matter. Thank you.

• Initial Complaint

  Date:06/12/2022

  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.

  The new release of Flyff Universe does their purchases through Xsolla. Recently, I made multiple purchases between two of my accounts on the dates: May 23rd, May 26th, May 29th, June 2nd which were all received in game without issue. On June 12th, I went to make another purchase and received error code **** and was told to contact support, which I did. Reading through the reviews while waiting, many of the responses across a variety of game platforms all stated that they were making purchases like normal then were blocked and told by support that a fraudulent report was submitted and they would be indefinitely banned. After about the 10 hour wait time for the ticket, I received a word for word response that I had already read in the review-- stating that the owner of the purchases (Me) had submitted a fraudulent report that was flagged, which was not true. When I asked exactly what was submitted, they stated they could not say, basically a dead end service. Why contact support if all you will say is someone investigated and found something, but can't tell ANY detail of the issue or how to get it resolved. Since the ticket, I had been asking in discord chats and in game to see how many other people had the same issue and everyone's response has been nearly the same-- banned and could not get any information on the cause. Flyff Universe is a new project that will just be launching globally coming June 14th, but support to the game is being limited to due Xsolla's terrible flagging systems/support team. While multiple suggestions have been made to **** (owners of Flyff) to change service, until that is done, the company should be responsible for the services provided.

  

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/06/21) */ Hello! We are sorry to hear that you faced such issue. We always long for providing the highest level of transaction processing security and safeguarding customer data. Please note that our security system analyzes many different factors. After careful checking of your request with our responsible team I found out that your account was marked as suspicious by a mistake. We have fixed this issue and now you may make a new payment. Thank you for informing us about this incident. Improving how we serve both studios and their players is a key goal for us at Xsolla: hearing your constructive feedback is one of the best ways for us to accomplish that goal. Please reach out to us at http://help.xsolla.com/ or via email [email protected] in case you have any other questions! Thank you! Consumer Response /* (3000, 7, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) While my account was fixed for a day, after making another $5 dollar purchase, my account was blocked again from making purchases. Business Response /* (4000, 9, 2022/07/06) */ Hello, sorry to hear about your frustrating experience with purchasing via our store. We have tried to fix this issue. If you face any issues again, please, contact us at help.xsolla.com, and we will assist you with any problem. Thank you!

• Initial Complaint

  Date:06/11/2022

  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.

  My son has had 2 payments taken out of his Go Henry account and 1 declined payment with the payee being ******. I have contacted ****** directly to ask what the payments are and to bring to their attention that this is a childs bank account. I have also asked them to cancel the payments and remove my son's bank details. We have been exchanging emails back and forth for over a week but yet I can still not get these basic requests actioned. I have received an email today saying that the payments are for a roblox subscription and that if I think the payment is fraudulent they may refund but would cancel my son's account. I'm becoming really frustrated and their email was completely aggressive and did not respond to any of my actual requests. I would be grateful if you could help me to resolve this issue with ******. All I want them to do is confirm specifically what the roblox subscription is (checking my son's Roblox account we can find no subscriptions active), cancel any future payments and remove my son's bank details. I don't want them to close my son's Roblox account as he has had this many years and spent quite a lot of money on it. His account name is :**************** The ticket number that has been opened with ******: ******* If you are able to help with this matter I would be really grateful. Thanks *****

  

  Business Response

  Date: 06/15/2022

  Consumer Response /* (2000, 5, 2022/06/15) */ Many thanks for picking up this complaint. It has now been resolved and I appreciate your time helping with this matter. Kind regards *****

• Initial Complaint

  Date:06/11/2022

  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.

  On June 11, 2022, after multiple failed attempts to pay for MarvelStrikeForce bundles through their website (and having used different payment methods, including credit cards, PayPal, and CVS gift card), I contacted customer support through Babka. I was told my account "was compromised" relating to a November 2020 dispute on an Amex credit card for a Roblox transaction. I am certain there was no dispute at that time (nor has there ever been) and neither I, nor anyone with access to my credit card, has ever played Roblox. I also double-checked the relevant statements and found nothing relevant. I asked for further explanation and and was denied, with the support specialist indicating the matter is closed and I am unable to make any transactions via the company.

  

  Business Response

  Date: 06/18/2022

  Business Response /* (1000, 5, 2022/06/18) */ Hello, We are sorry to hear that you faced such issue. Please note that we take the fraud claims very seriously and follow the strict security protocols in order to protect our customers personal and financial data. Please feel free to contact our support at *************** or via email ****************** again and we will carefully investigate your issue. Thank you for your understanding. Consumer Response /* (3000, 12, 2022/11/04) */ This has not been resolved, and the automated customer support emails are not helpful. This is an error on Xsolla's transaction monitoring systems' end. Business Response /* (4000, 14, 2022/11/13) */ Hello, we are extremely sorry to hear that you faced this issue. Unfortunately, we do not see any requests from you in our records. Could you please, clarify your request number. If you sent an email to [email protected], [email protected] or submitted a ticket on help.xsolla.com, you should have received request number by follow-up email from Xsolla. It starts with 5 or 6. Thank you! Consumer Response /* (4200, 16, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please refer to Babka support email chain. ******* Business Response /* (4000, 18, 2022/11/26) */ Hello! As we see, your issue was already resolved. We carefully investigated it and found out that the fraud claim is associated with a card similar to yours. Therefore your account was flagged by the security system. We would like to thank you for letting us know about this issue. It helped a lot to make things right. According to the system, you have already made several successful payments. We would appreciate it if you give us the second chance. And in case of any questions, please feel free to contact us. Thank you for your patience on this matter.

• Initial Complaint

  Date:05/08/2022

  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.

  I have five unauthorized charges from Xsolla on my credit card that started May 2, 2022. I contacted the company and keep getting automated emails from ***** telling me I need to provide 10 out of the 15 digits of my credit card number and the expiration date of the card to reverse the charges. That's suspicious since that basically is what is required to make a purchase. I should not have to provide that much information to a company that is sending through fraudulent charges to my credit card. I had to freeze my credit card. I want my money back.

  

  Business Response

  Date: 06/29/2022

  Consumer Response /* (2000, 6, 2022/05/16) */ Hello. This matter has been resolved. Please close the case. Thank you. Consumer Response /* (2000, 10, 2022/05/14) */ This matter has been resolved.