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:09/22/2025

  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 originally purchased the video game Pantheon: Rise of the Fallen from Visionary Realms through the Steam video game platform at the start of September 2025. I played the game for a few weeks, and then my account stopped working. I tried to contact the customer support through their website, and they requested more information from me, but when I tried to log back into the website with my account ************************** account) it said that my account was disabled. This means I have no way to respond. Because Visionary Realms offers another purchase option through their own website, instead of through *****, I decided to give that a try and I paid another $40.00 for the game. It seemed to work briefly, but the same day (September 19th) that I purchased the game, this account also stopped working. I tried using the customer support portal again, and received no response. When I tried to login using this new account, which I requested the refund for on September 19th ********************* account), I found that my new account was also now disabled on the customer support portal.I can understand if Visionary Realms decided not to provide the gaming service to me any longer because I broke their rules, but they should have to tell me about it when it happens, and they should not be able to legally collect another $40 for the same product only because of the confusion that they created by not providing standard customer service. I cannot think of a single online video game that does not tell the player if their account has been suspended or banned, and then completely ignores the player when they try to figure out what is going on with their account. At this point I feel they have stolen $40 from me and I want it back.

  Business Response

  Date: 09/25/2025

  Hello,

  We have responded to both of your support tickets you opened but we have yet to receive a response to our latest requests for more information. Specifically, we need your Steam ID, not your steam nickname, to check the status of your steam game account. As Steam doesn't pass us email addresses, we have no way to cross reference your information.

  Once we have that information, we can assist you further.

  The last response we got from you was:

  **** Jensen posted 09/23/2025 6:59 AM 
  [External]
  you know even though u guys are gay edge-lords, you still have to abide by the law. give me a f****** refund or get sued. *******.

   

  Pantheon Support

  Customer Answer

  Date: 09/25/2025

  As I have mentioned numerous times before- I have no way of accessing the customer service portal to respond because Visionary Realms has disabled both of my accounts.
  
  Maybe ********************** should hire someone who can read English and then try again to process my refund.

  Business Response

  Date: 09/25/2025

  Only Visionary Realm team members can log into the support portal. 

  You can reply to the emails the support portal sends you and it adds it to the ticket.

  Alternatively, you can email ********************************** directly referencing your ticket number and we can append it that way and then respond to you.

   

  Customer Answer

  Date: 09/26/2025

  Visionary Realms is officially lying to me and the BBB.
  
  They said that only Visionary Realms staff can login into the customer service portal. If this is true, then how would any customer ever login to make a support ticket like I did with each of my accounts before they were disabled by Visionary Realms?
  
  What would be the point of a customer service portal if only their staff could log into the portal? This makes no sense.
  
  Visionary Realms is being untruthful and I have no interest in them or their games at this point, I just want my $40 back from the second purchase of the game, which never would have occurred if they communicated up to a normal standard in the first place.
  
  I do not want to communicate directly with Visionary Realms because they have shown to be operating in bad faith- now telling blatant lies about their customer service portal.
  
  ********************** is asking me for information like my Player name, which has absolutely nothing to do with providing me a refund. I do not have any desire to play their horrible game anymore. They are simply wanting to waste more of my time by asking for irrelevant information regarding my account(s).
  
  ********************** should be punished for lying to the BBB about their customer service portal.

• Initial Complaint

  Date:04/17/2025

  Type:Product 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.

  Context: I have purchased the product Pantheon: Rise of the Fallen video game from Visionary Realms on January 1, 2025. I have spent the last 4 months playing this game and dedicated about 1300 man hours at the time of writing this. Over the course of the last 24 hours, Visionary Realms rolled out a new patch for this product. The patch was rolled out at about 12:00 pm CST and brought the servers down during that time. For the next 2 hours the servers remained down while the product was updated. After that, the servers were brought back online and players were allowed to play again. After a couple of hours an announcement was made about an exploit for duping and the servers would need to be brought down to prevent players from duplicating items. This occurred at roughly 4:00 pm EST. Duplicating of items would occur when players traded items with each other and allow players to then take those items and sell them to NPC vendors for in-game currency. That in-game currency could then be stockpiled or traded around to other players. It is worth noting that at no time did I ever trade with another player for items or money during this period of time. The servers did not come back up for an additional few hours at around 8:47 pm CST. I logged back in and continued playing the game until about 10:40 pm EST. I then attempted to reach out to their **************** team at 10:48 pm EST to figure out what was going on. It wasn't until the morning at 9:31 am when I sent a second reply that they got back to me. The asked for some information which I delivered and then sent me this message: "Your account is currently suspended as we investigate your potential involvement in duping. As we continue our investigation, we will let you know the outcome.". I have been waiting for a resolution and locked out of my account for over 24 hours and have not received any responses in the last 6 hours. I want access to my account back or a full refund.

  Business Response

  Date: 04/18/2025

  As Pantheon: Rise of the Fallen moves closer to launch, we take bugs and exploits very seriously. It is our policy to suspend players during an investigation to limit potential harm to the game and community.

  This account was suspended for around 25 hours while we investigated this and several other issues. On the evening of April 17, we notified the account holder their account was unlocked and ready to be used as our investigation was completed.

   

  Customer Answer

  Date: 04/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:03/10/2025

  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.

  Since 2014, Visionary Realms has been collecting money from people in the form of pledges to support their videogame project. After numerous failures (for example, the initial kickstarter campaign did not succeed), delays, and lack of communication from the developers, they recently released an alpha version on Steam that goes against Steam terms by using the Early Access system as a testing bed for an incomplete game. I doubt I will get my $1000 back, but I do not think they should be allowed to keep taking money from people when their product has failed repeatedly, and the most recent software update didnt add or fix anything, but rather broke existing things.

  Business Response

  Date: 03/10/2025

  Pantheon: Rise of the Fallen, by Visionary Realms, released in Early Access on Steam in December 2024. We adhere to all the guidelines and requirements from ******************** We continue to develop Pantheon as we are allowed to do through early access and are releasing regular updates to the game. Our early supporters purchased pledges prior to the early access release to support the development of the game. All of the terms of supporting us are clearly laid out in our terms of service located at *********************************************

  Specifically, this section:

  Pledges & Subscriptions
  By pledging or subscribing on this site, you agree to be bound by the Terms and Conditions herein.
  ** offers no guarantees or warranties of performance, service, Pantheon Rise of the Fallen (PRotF) completion or delivery of Pledge Package items.
  While VR will make a best faith effort to complete, release and support PRotF, game development is a high risk endeavor. For any number of reasons, VR may not be able to complete PRotF, offer access to the game, or may not be able to deliver some or all items listed in the Pledge Packages.
  Items included in Pledge Packages may be substituted, changed or eliminated at any time for any reason or no reason at the sole discretion of VR.
  Access to part or all of the website, PRotF or Pledge Package items may be revoked or suspended at any time for any reason or no reason at the sole discretion of VR.
  VR reserves the right to suspend, change, or cease the service (including, but not limited to, the availability of any support, item, function, feature, database, or Content) at any time for any reason or no reason. The Company may also restrict access to parts or all of the website or game without notice or liability.
  VR does not offer refunds under any circumstances including but not limited to cases when it is unable to deliver all of part of a PRotF or a Pledge Package.
  Terms are subject to change at any time without notice.

   

• Initial Complaint

  Date:12/21/2024

  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.

  On 12/16 I purchased a software license from ********************** for early access to a title called "Pantheon: Rise of the Fallen." This game is in an early access state on the storefront in which it is sold, "Steam" by **************. The storefront Visionary Realms utilizes has a policy separate from the policy of the developer that disallows refunds after 2 hours of game play. Unfortunately, ******** is a type of game software that requires more than 2 hours to assess the state of. At the time of this complaint, I have spent 10 hours assessing the game and found it to be very lacking from the description on their storefront. Several features that were alluded to being present are incomplete and non-functional to a point far beyond their advertising. I have made multiple requests to Steam and the developer, Visionary Realms explaining this inconsistency in their policy and merely asking for a refund of my ***** license fee and revocation of my license to use the software. Instead of admitting that they have released a piece of software far below the standards of other "Early Access" software available on Steam, they continue to defend the state of their product and refuse the simple ask of refunding my money and recycling the use license.

  Business Response

  Date: 12/22/2024

  We abide by *****'s refund policy as we are sold on their site. We will not be issuing any refunds outside of those they process through their own sales portal. 

  Customer Answer

  Date: 12/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******