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:12/25/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  About a week ago, without any prior warning, Gaijin Entertainment blocked my Warthunder account registered with the email ****************** citing a violation of their regulations. As a long-time player, I am very clear and certain that I have not breached any of their rules. I have always been a player who abides by the games regulations. My numerous ******* appeals have only been met with generic, dismissive responses. Gaijins customer support seems to have never manually reviewed my case, instead responding to my appeals with automated replies. I would like Gaijin Entertainment to provide more detailed information, such as specifying the day and match where I supposedly violated their rules. If they are unable to provide this, I hope they would consider lifting the ban on my account and resolving this misunderstanding. I have invested a lot of time, effort and money in the game – roughly over 1000 dollars.

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 a upgrade with the in-game currency that is obtainable only via spending USD to obtain. Then, within less than 24 hours, the item I purchased went on a 30% discount and after submitting a ticket for a reimbursement of the sale the company denied ANY assistance, wouldn't even refund me the difference in currency as a long time paying customer. Date of in-game Transaction: 04/27/2023 - Item: Talisman for Vehicle Concept 3 - Paid 1,200 Goldgen Eagles in-game currency purchased with USD, Estimated value: $7.92 USD 30% discount for this same item announced less than 24 hours after said purchase. Sale link: ************************************************************************ Company claims there is "nothing that can be done" to assist, has not taken ANY steps to resolve the issue whatsoever, just outright denials of assistance. Seeking difference of 30% discount in the form of in-game currency returned, or USD equivalent refunded.

• Initial Complaint

  Date:04/16/2023

  Type:Sales and Advertising 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.

  Gaijin Entertainment is a company that makes and distributes several video games, including War Thunder. In addition to this, they have a marketplace where users can buy and sell in-game items for a currency called GJN. One GJN is equal to one dollar. This leads to the main problem. Gaijin Entertainment, in what they call an anti-chargeback measure, will put blocks on the amount of GJN available for a user to purchase, only letting a user purchase an amount 2x of what they have past spent on the game. In essence, A consumer could spend a certain amount of money to buy some GJN, money which cannot be taken back out from the marketplace, and have that locked in, but when they try to purchase more, they find that they can't unless they pay a bigger sum on other items. As of April 16, 2023, this anti chargeback measure has NOT been detailed on their website (*********************************************************************************************************************************).In my opinion, this is a gross violation of the ******* Antitrust Act. It is both restricting users' trade with completely unreasonable blockades, as well as restricting a user's ability to trade with other users. This idea of a virtual marketplace has many other issues, such as the fact that the company in charge has sole and complete control over transactions made.

  Business Response

  Date: 06/15/2023

  Aas the Complaint refers to War Thunder and Gaijin.Net Store, Gaijin is dedicated to provide the response to the Complaint.

  The Complaint is unjustified since Gaijin provides reasonable security measures to protect users using trade.gaijin.net platform.

  Our platform, Gaijin Trade (*************.gaijin.net), allows customers to buy and sell in-game items for the virtual currency, Gaijin Coins (GJN), which can be purchased by real money through Gaijin.Net Store (*************.gaijin.net).

  To prevent customers from using these services for illegal purposes, including credit card abuse, we employ different methods of prevention of fraudulent and abusive activity.

  In particular, there are specific rules regarding replenishment of account balance via credit card and some other payment options. As stated in our "Replenishment of the Gaijin Store Balance" policy (available at *********************************************************-Replenishment-of-the-Gaijin-Store-Balance), a customer cannot replenish the account balance using a bank card, ******, ****** Pay, ****** Pay, ******, ****** or ***** with an amount exceeding double value of all customer’s purchases on that account within the last 12 months.

  This policy is lawful and does not infringe consumer rights, taking into account the following considerations:

  1)     The main goal of these limitations is to prevent fraud and to protect the integrity of the in-game economy in case of payment fraud. For example, if a customer illegally uses a stolen credit card to buy 10 000 Gaijin Coins, and the real cardholder initiates a chargeback through their bank, the money spent will be refunded, but the 10 000 Gaijin Coins will be still circulating in the game.

  To avoid this, we restrict the use of the Gaijin Trade platform by limiting purchases of Gaijin Coin to the reasonable amount that a customer may wish to spend at the platform. The double amount of the previous purchases for a year is such a reasonable limit.

  For example, if a customer has spent USD 100 in their Gaijin account for in-game items in the whole previous year, it is not likely that they would normally be ready to top up their Gaijin Coin balance with the sum more than USD 200. An exceeding amount is a red flag for a potential payment fraud.

  2)     Contrary to the customer's complaint, the information about these restrictions is available on the website and was there as of April 16, 2023. This is evidenced by a saved copy of the webpage with the policy as of April 2, 2023 (available at: ****************************************************************************************************-Replenishment-of-the-Gaijin-Store-Balance).

  3)     Other game publishers use similar anti-fraud and anti-abuse mechanisms. For example, in order to access the Steam Community Market a customer’s account must have a successful purchase older than 7 days, but not older than a year (see the "Trading and Market Restrictions" policy available at **************************************************************).

  4)     Customers are free to use other payment methods without the limitation in the replenishment amount. For example, customers from the U.S. may replenish their account balance via ******, Cash ********, and ******.

  As for the claim about Gaijin violating the ******* Act, we would like to clear up some misunderstandings.

  Gaijin's Terms of Service (available at ************************/termsofservice) and End User License Agreement (available at *****************************) expressly prohibit customers from using any of our services for commercial purposes. According to paragraph 1.5 of Gaijin Trade Policy (available at ************************/tradepolicy), all the in-game items that customers sell and buy on Gaijin Trade platform may have no cash or any other material value.

  The U.S. antitrust laws and regulations are primarily applicable to the businesses involved in commerce, not the business-consumer relationships. However, Gaijin Trade platform cannot be considered as a commercial marketplace (such as ****** or ****) but should rather be considered as a unique feature of our games. Thus, we believe that our selling practices are not subject to the ******* Act.

  We kindly request you to review our evidence and take it into account while resolving this dispute.

  If you need any further information, we will gladly provide it in support of this case.

  Best regards,

  Gaijin Legal Team

• Initial Complaint

  Date:11/23/2022

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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.

  Issue: Bait and Switch / False and or Misleading Advertising Date: 11/22/22 Account: *********@******** Business Response: "We do not issue refunds, or exchanges, of any kind unless required by law." Recompense sought: Exchange misleading service for in game currency. IE: Remove Battle Pass Purchase, in exchange for 2500 Golden Eagles. OR Full 150 levels of progress in the Battle Pass system as advertised. If they wont do this I request their advertising of this product be changed to reflect the true nature of the purchase. Issue Cont.: Gaijin hosts a video game called War Thunder in which you can spend money on Virtual Currency; Golden Eagles. In this game there is a monthly reward system called a "Battle Pass" that is very difficult to progress in. There are 151 levels in this Battle Pass system with most rewards being VERY high in. They offer a service advertised to skip progress at "150 Battle Pass Points" which costs 2500 Golden Eagles ($16.50USD). This leads a consumer to think they will progress 150 levels in the "Battle Pass" and thus be buying the full progress. This is not the case. They have assigned every level a number of 'progress points' that are not disclosed to you before purchasing the "Enhanced Battle Pass." In reality when you purchase this "Enhanced Battle Pass" you are only given 1/10th of the progress lead to be advertised. Out of 151 levels your purchase only issues you 5-15 levels depending on how high up their level brackets you are, issuing you less and less the higher you are. Further more, once you purchase this misleading 150 point pack, only then do they advertise another +10 point pack on the same screen. Further showing duplicity trying to scam people into spending in game currency by mistake rather than with intentional meaning. The cost per level is also arbitrary. What looks to initially cost ~$17 USD to get would in fact cost you over $165 USD if you sought to purchase the advertised 150 levels of progress.