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:01/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 game has an anticheat. The ** has deemed my character to be using a third party program. I am only using my mouse functions to play the game, and was not using a program that is illegal. I am using the same mouse ever since and this is the only time that I was accused of cheating and have my account banned. I have reasoned out with the game support and still want to ban my account. The game has an Anti Cheat program and can detect any illegal activity My mouse function is not detected and so I figured that the game allows to use such gaming mouse as it was a game.

• Initial Complaint

  Date:12/20/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 committed to rewarding (on a weekly basis) consumers who spend a certain amount of in-game currency. This is advertised on their website here: **************************************************************** I, along with multiple other users, have not received our rewards even after meeting the required amount of in-game currency spent. We have voiced out our complaints regarding this issue but the company has not responded or given an *** on the resolution.I am attaching a screenshot of my account's in-game currency expenditure for this month (December), which proves that I met the requirement as early as 12/13/2024. I should have received my rewards for the 1st Tier of the promotion (December Spend Promotion 2024) yesterday, 12/19/2024 after the weekly maintenance as indicated on their website, which states that "Reward distribution will be distributed on weekly basis (we will inform in patch note)".

• Initial Complaint

  Date:12/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello!On December 3, 2024, this gaming company banned my account, accusing me of using a third-party program. I asked for proof since I've not used any illegal third-party program to play their game. Their solution is to wipe out my account deleting all the items I paid through their gatcha system using real money and if I do not agree with their solution, they will permanently ban my account which is unfair. They have not presented any evidence at all. I believe I'm a victim of a player mass reporting. What I want for them is to restore access to my account and keep all the items intact. I've spent more than $800 on this game from May 2024 to November 2024 and they're threatening to delete all the items I've paid. Thank you!

• Initial Complaint

  Date:07/27/2024

  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.

  Consumer (me) contacted customer support regarding an issue with stolen account where all of consumer's original information were modified to the thief's information does not limit to name, email, cell number, password, and address. Customer support was originally able to verify ownership with matching date of birth (which cannot be modified) of associated account when registered, with consumer's government identification card. Later customer support allegedly stated another person (thief) had reached out to customer support claiming the account belonged to them, and thus by their ruling they were UNABLE to verify ownership from either party despite originally verified by consumer's date of birth to be matching on government ID; and thus customer support "claimed" to have permanently suspended the account. However, when consumer tries to log into the account from personal computer it had stated that the account is currently in use and consumer is unable to log into the account anymore on the website. This means the customer support had wrongfully locked the consumer out of the account and had returned the account to the thief. Customer support insist that the account had been permanently suspended despite proof provided by consumer that it in fact had been unbanned. Customer support now no longer replying to consumer's email with all proof and info that had previously used to verify identity. Consumer also verified with the original email address that was used to first create the account, and still silence response from customer support team. As a resident of ***** and under Texas Data Privacy and Security Act, I want to get ownership of my account back and request for complete data deletion includes all accounts and all information that was previously provided to the company. The initial exchange with customer support first occurred by consumer on July 12th and cease of communication occurred since July 23rd.

  Business Response

  Date: 08/07/2024

  We received a ticket regarding a account recovery from this user. As part of our policy, we requested proof of account ownership by asking them to verify the personal information on the account and provide a government **. We received the requested information and document, however, the personal information on the ** did not match and the user was not able to provide any other personal information that matched so therefore we are unable to grant the user's request to change the account's registered email. I will include a link below to our company's email change policy. As far as we can tell, this user is not the original account owner and is trying to gain access to someone else's account. If requested, we can provide the actual name on the account.

  Customer Answer

  Date: 08/07/2024

   I inquire the team to look into the PAST account information that was used to create the account back in 2015. There is absolutely no reason the customer service team should have accepted the thief request to change the NAME and EMAIL to their liking when the account original email was inaccessible due to inactivation by *****. This is a massive issue if your ************* allowing this happen and I the original owner is locked out of the account after the information was just changed RECENTLY to the thief's information. Use higher up power if needed but the fact this is happening is unacceptable and says a lot about the company data security. The solid proof I provided is the DATE of BIRTH and that is absolutely not modifiable and is not being accepted as solid evidence is inexcusable. Once again please look into PAST DATA FROM ACCOUNT CREATION time/history to verify the full name on the account.

  Business Response

  Date: 08/12/2024

  Hello,

  We will not assist the user further as they are not able to provide matching personal information on the account. We take account security very seriously and if anyone is not able to provide matching information we will not assist them with recovering the account as we cannot confirmed the identity of the person making the request. Once the user can provide matching information we can proceed with resolving their issue. Until then, I will provide a link to our policy on recovering hacked accounts.

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

  Customer Answer

  Date: 08/14/2024

   I have a question what is considered as "matching information" in this situation. What will you do if parts of it match but not entirely. I am able to provide proof of original email ownership *********************** government ID for name/DOB originally registered , the ** address of where the account was created, the country, state, county, name of service provider at the time.
  

  I am more than happy to provide my government ID once again to confirm the date of birth with what is on my account. I don't know why you are saying this when it obviously has been modified to the hacker's information so of course it won't match AT A GLANCE; and based on the **** policy page, ALL changes to account information are logged so someone must be able to see what was the previous name on file. Besides, I highly doubt the ** team even requested nor saw the hacker for government identification before they "recovered" the account to them without matching the name verification, you are free to request them for the detail of the ticket in that scenario. And yes this is after VARIOUS attempts communicating with customer support with the link above, they are no longer willing to help my case because "both sides were able to give information therefore we were unable to identify original owner" and all tickets were permanently closed without giving me a chance to further input in the investigation.