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:04/04/2023

  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.

  These scammers wouldn't offer a refund for a product that did not work.

  

  Business Response

  Date: 04/16/2023

  Hello!

  Unfortunately, we couldn't locate any requests associated with your email in our system. Please feel free to contact our support at help.xsolla.com to submit a refund request. 

  Thank you! 

• Initial Complaint

  Date:03/29/2023

  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.

  Company taking money out of my account without my permission

  

  Business Response

  Date: 04/03/2023

  Hello,we are sorry to hear that you faced the issue. As we see, you had a conversation with our customer agent, but we have not received a reply from you. 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.Thank you!

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19862884
  
  I am rejecting this response because:  i want to know who make the charges into my bank account
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/14/2023

  Hello!

  In order for our team to check your case and assist, they need to gather some information about these fraudulent charges. 

  In this case, we would recommend you contact our support directly at help.xsolla.com or via email *****************.

  Thank you. 

• Initial Complaint

  Date:03/22/2023

  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.

  I contacted Xsola on 3/20/23 after not being able to process a payment for my Monstercat (music) subscription. The representative tells me that a payment dispute has been filed against a purchase from the ****** PlayStore dated 3/18/23 for $10.79 and that my account was blocked because of a "fraudulent dispute". I have never heard of the game they claim a dispute was filed for and I would've known if someone had used my email on a Playstore purchase (I would've gotten an email). I NEVER purchased anything from this app and I DID NOT dispute anything. It is kind of ridiculous that I am being blocked from their platform in its entirety for something so ridiculous and outright not true.

  

  Business Response

  Date: 03/25/2023

  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. 

  According to our data, the dispute is associated with a payment account similar to one of yours. That's why your account got automatically flagged. We've investigated your issue and removed the restriction from your account but sadly I cannot do that with your GooglePay account. Could you please try the payment again with a card directly (not via GooglePay) or PayPal.

  In case of further questions, do not hesitate to contact us at help.xsolla.com or via email *********************************** Thank you! 

• Initial Complaint

  Date:03/13/2023

  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 purchased in game currecncy through Xsolla for Game of Thrones conquest. My account got hacked and WB refuses to give me access back even with appropriate documentation. So I explained to Xsolla that I wanted a refund for purchases I no longer have access to. They sent a ticket and I never got a reponse but I paid for something I have no access to which falls on Xsolla and WB games. I have receipts of all my purchases

  

  Business Response

  Date: 03/14/2023

  Hello *****,

  We are sorry to hear that you faced this issue. 

  According to our records, you have already contacted our support and submitted a refund request. Your request was carefully examined by our refund managers. Unfortunately, your payments were not eligible for a refund, as our refund managers were informed by the game support that the purchases have been already redeemed in the game.  

  But also we would like to take your attention to the fact that Xsolla cannot provide game support and restore game accounts. And in this case, our best recommendation is to contact again the game support to check if they can help you with unbanning the game account. Please do not hesitate to contact our support at help.xsolla.com in case of any payment-related issues. Thank you.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19589738
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  You redeemed money for something um being refused access to. It's like buying a car and taking it back. Legally I have a lawyer that says it's illegal 

   

  Make it right

  

  Business Response

  Date: 03/18/2023

  Hello!

  Unfortunately, we cannot initiate a refund for the purchases that were spent. If you think your purchase is still eligible for a refund, you can try contacting the game developer directly at ********************************************************* and they may be able to help you. Thank you.

• Initial Complaint

  Date:03/11/2023

  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.

  On Tuesday March 7, 2023 I purchased and received a game packet called the *********************** for $19.99 and my **** card was charged $21.64 and I received confirmation number **********. I then was going to purchase the *********************** for $49.99 however I was somehow able to again purchase the Advanced Packet a second time for $19.99 and got a confirmation code of ********** however I did not receive the second product and from the way the site works I shouldn't have been able to because once you purchase it, it goes away and is no longer available. You can not purchase the product twice however I have two receipts showing I did on the same gaming account which should not happen. However I did and My bank account was charged again $21.64. I provided them with the evidence that something went wrong and was told that since they showed me receiving the product that a refund was not possible. I can prove I did not receive the second product and they apparently don't care now that they have my money. I requested a refund and am now going to speak with my Bank to see what they can do. I will not use this company again in the future if this matter is not reconciled.

  

  Business Response

  Date: 03/14/2023

  Hello *****,

  we are extremely sorry to hear that you faced this issue. According to our records, your refund request was reviewed by our refund managers and you had a conversation with them. If you have any questions regarding the reimbursement, please, feel free to ask them in an answering email.

  Thank you!

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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.

  While making an in-game purchase using Xsolla **** platform, the computer was taking too long to process the charge. I exited out of the purchase - thinking it would cancel it. I then tried again. This time it completed as normal. However, I discovered it was charged two times. I registered the problem with Xsolla they refunded one of the payments. To my satisfaction. I noticed then that I was blocked from making any further payments using that platform. After submitting an email about the blockage. They informed me that my purchases were marked as fraudulent. They do not have a way to remedy this situation, so I am permanently blocked from making in-game purchases on games that use their platform. This has caused me a burden which should not be. I already have too many physical and mental health issues - I don't need this one. The company should have a way to clear up such disputes or be shut down.

  

  Business Response

  Date: 03/14/2023

  Hello *****,

  we are sorry to hear that you have been having challenges accessing in-game items. 

  Xsolla is committed to providing the highest level of transaction processing security, safeguarding customer information, and combating fraud. We have checked our records. According to our information, you opened the dispute on Paypal. When we receive a claim regarding unauthorized charges, we submit a fraud report and block the account linked to the fradulent activity on our side in order to prevent any future unauthorized payments.

  We would like to take a closer look into your issue and make things right. In order to do it, we need additional information about the transaction in question. We sent you an email. Please check it and reply. After this, we will proceed with your case. Thank you! 

  Customer Answer

  Date: 03/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/27/2023

  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.

  This company has established unauthorized reoccurring monthly payments of $19.99 to be drafted from my bank account via PayPal. I've never even heard of this business. The transaction took place on 2/27/23 at 825PM EST, transaction ID 1CP93727CE286135K. I have notified PayPal of the unauthorized activity and have requested a refund and cancellation of the reoccurring payment.

  

  Business Response

  Date: 03/01/2023

  Hello, 
  we are sorry to hear that you experienced this issue. It seems, that your PayPal account was compromised and used via our store. We take fraud seriously and when we receive a notification about unauthorized transaction, we investigate every case carefully. We would like to know more about your situation. However, we do not see any requests from your email in our records. Please do not hesitate to get in touch with our support at help.xsolla.com or directly at *********************************** so that we could consider the issue and take further actions. 
  Thank you

• Initial Complaint

  Date:02/25/2023

  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.

  7.99$ disputed over a duplicate or double charge thru my ******************** they blocked my account over me filing a dispute to make sure these charges were legitimate. After a few days I tried again they said to call the cc company to tell them to cancel the dispute to which I did then my acct would be reinstated. I called Xsolla back afterwards and they stated they would not ********** my acct due to it was fraud, even though they knew it was not! This they only way I can buy thru this app to play the game. So, I now cant buy anything linked to this and they are denying me services even though they know there wrong they will not do anything about it, and because my email is linked to my game ************************* I cannot even use my Wifes credit cards or and others to purchase. All I want is for them to let me use the acct to purchase as ive been for the last several years. I've made purchases for years never had a problem until now and would go to another format if I could but I cannot as there the only ones I can use to make purchases..

  

  Business Response

  Date: 03/01/2023

  Hello, 
  Thank you for your feedback. 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 have reviewed your case again and ready to unblock your account. But we need some information to be sure, that it wasn't fraudulent charge. We have updated your ticket and suggest you next steps. Please check it. 
  Thank you! 

• Initial Complaint

  Date:02/24/2023

  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 purchased items from a game called MIR M and Xsolla turned my card off over the platform and refunded four of my purchases, and that wasn't all I purchased, so they didn't refund the full amount, and they got me suspended from the game, until the products Xsolla refunded are paid for, and I never requested a refund, and my bank said it wasn't on their end, so this is a Xsolla issue, and the developer said the same thing, and Xsolla won't let me use their payment system, for whatever reason, so now I'm locked out of the game, and have incurred a loss of $24.88 USD on my accounts, for which I have two accounts in MIR M, and two accounts in MIR4, and a permanently suspended accounts now in MIR M over the refunds they handled. I've reached out to Xsolla and have been ignored. I opened a ticket over 48hrs ago and no response, and they won't talk to you over the phone, so they won't fix the issue on their end, and I don't want to submit my personal information over their website to a bot, which isn't helpful, because I tried that, and the bot keeps requesting more information, and isn't helpful, and said it would be resolved in two business days, and it's still unresolved. I would like them to unblock my card and allow me to make the purchases, so I may pay the developer of MIR M their money Xsolla refunded, this way I can play on my accounts, because right now I'm blocked not only from their payment system, but from the game, and I've done nothing wrong, at least not that I'm aware, and they won't talk to me, so I don't know what the problem is.

  

  Business Response

  Date: 03/14/2023

  Hello ******,

  According to our records, you have already contacted our support team and they submitted a refund request for your payments. Our refund managers are still working on it. We carefully investigate every case therefore it can some time for our team to check your request. Please, have no worries, once the checking is completed, you will get an update via email.

  Please feel free to contact our support team at help.xsolla.com or via email ********************************** in case of any questions. Thank you.

• Initial Complaint

  Date:02/09/2023

  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.

  On February 6th 2023 players on GOTC capitalized on millions of (Gems) a secondary company provided to ****** brothers to purchase such gems to increase their gaming play. Players use VPN addresses logged into ******* and due to the financial crash purchases that normally cost ****** went down to *****. ****** brothers realized the mistake after 10 hours and closed all gaming stores but not before players received millions of said gems. I have been playing this game for 4 years spending hundreds of thousands of dollars. The same as hundreds of other players in my said kingdom. We are all reaching out to the BBB to seek action and help us with a refund

  

  Business Response

  Date: 02/18/2023

  Hello!
  We are sorry to hear that you faced this issue. Unfortunately, we couldn't locate any payments associated with your email in our system. So, please feel free to contact our support at help.xsolla.com and our agents will assist you to submit a refund request for your transactions. Thank you!