Online Gaming
Scopely, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 384 total complaints in the last 3 years.
- 119 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/25/2025
Type:Product IssuesStatus: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 have been completely treated with disregard from your Marvel Strike Force support team. I placed 1473 on a leaderboard event (note there were purchases and efforts made to stay in that bracket). Points were adjusted AFTER the closing of the event, which pushed me out of the 1500 bracket to 1533. I dont understand how you can move the goal post like this and not true up your customers. I have spent a lot of money on this game (way above 10k) and am completely floored by the lack of respect shown to me while trying to have this solved (no way to even escalate my ticket to a higher tier, nope just closed even when Ive requested escalation).This is how you treat your customers? The rewards arent even a huge deal, but now its a matter of principle and Ill vote with my money. Hopefully youll have someone with a sense of customer value read this and try to salvage the situation. As of now Im on a purchase strike and Im willing to not spend again if this is your final ************ should be ashamed of the way you treat your customers. Not even a way for me to rate the support interactions, which tells you everything right there. Stay far away!Business Response
Date: 07/28/2025
Changes to the leaderboard payout were announced seven days before it ended; therefore, we are unable to make any changes to the rewards the player has already received.Customer Answer
Date: 07/28/2025
Complaint: 23655555
I am rejecting this response because:I never saw anything about an announcement until after the event was payed out and your support team pointed me to it (even then the messaging was ambiguous). Im a professional that has a consistent job and cant keep up with every mistake you all make. To make a fair and consistent game, when you make mistakes like this you should make it right.
Youre a terrible company with terrible support. You can see my account history and see the money I have spent. If youre ok losing paying customers over something so minor and ridiculous, well thats up to you. I will not give you another dollar if this is how I am to be treated. Its all principle now. Ill find somewhere else to spend.
Sincerely,
***** ******Initial Complaint
Date:07/11/2025
Type:Service or Repair IssuesStatus: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 have been playing MoGo by the rules listed and my account has been banned. I have invested several hundred dollars into my account and now it's been removed. I would like a refund of moneys spent building my profile and sticker albums or my account reinstated for the error on their part. I do not cheat.Business Response
Date: 07/14/2025
Good day ***, t**** you for contacting us regarding your banned account.
We understand how frustrating this situation must be, but please note that account bans are enforced only after a thorough investigation confirms a violation of our Terms of Service. Unfortunately, we are unable to reverse this decision or provide further details about the specific violation.
For more information about how account reviews and bans are conducted, please refer to our *****************************************************************************************;
Regarding your refund request, kindly be advised that we are unable to proceed as all the items were consumed in the game, prior to the ban.
If you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team via our Support center ***********************************************************;
Initial Complaint
Date:07/05/2025
Type:Order IssuesStatus: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.
Scopely **** doesn't advertise how their game - Monopoly Go! - works transparently or consistently. There are constant bugs in the game that make it difficult to play the game as intended, which is to compete with the same rules applied to every player. When confronted with these bugs, Scopely CS used round about, copy pasted language and messages to try and weasel their way out of providing adequate compensation for game altering issues. They also don't give the same compensation to all their users when presented with the same issues.Scopely **** has awful business practices and should be held accountable.Business Response
Date: 07/07/2025
Hello *********, and thank you for taking the time to share your feedback. Were truly sorry to hear about your frustrations and want to sincerely acknowledge the concerns youve raised regarding your experience with Monopoly GO.
Our aim is to provide a fun, fair, and competitive experience for all players, and we take reports of bugs or inconsistencies very seriously. While we are constantly working to enhance the game's stability and balance, occasional issues can occurparticularly in a live, evolving environment.
When players encounter technical problems, gameplay discrepancies, or any concerns affecting their experience, we strongly encourage them to reach out to our Customer Support team, and each case is carefully reviewed on an individual basis, and we strive to investigate and resolve issues as fairly and thoroughly as possible. In situations where a known issue impacts a broader group of players, we ensure that compensation is issued accordingly as an apology for the bad experience.
We understand how important consistent and transparent communication is, and were actively working to improve our support processes to provide more personalized and helpful responses. While some messages may appear standardized to streamline communication, our agents are trained to evaluate each report on its own merits and respond based on the unique circumstances and available data.
We truly appreciate feedback like yours, as it helps us continue to improve both the gameplay experience and the support we provide to our community.
Thank you again for reaching out and if you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team via an in-game ticket.
Initial Complaint
Date:07/04/2025
Type:Service or Repair IssuesStatus: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 have been having issues with harassment and bullying with the online game playform called Star ******************. This company Scopely claims to be a player v player game. However, they refuse to take action against players who violate terms of service. Then they muted my account for 48 hours after I filed multple complaints. This is retaliation. I have enough evidence and proof to show this in court if I decide to file a lawsuit which I haven't. They refuse to do anything but mute and retaliate against players who actually do speak up about the online harassment that is going on in this platform.Business Response
Date: 07/14/2025
Hello,
We would like to ask that this user please open a new support ticket with a reference to their BBB case number so that we can review their ticket history and account information.
Thank you.
Initial Complaint
Date:07/04/2025
Type:Customer Service IssuesStatus: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.
It can and will happen to you also, it's not a matter of if; just a Matter of WHEN?Let me say I heard the nightmare stories about this company and yet I still put time into it figuring it would never happen to me. After all I am just a disabled woman in a wheel chair w/ ****************** that can barely tap on a screen and the stories are probably coming from people doing things with tech that I don't know about or understand let along be able to use or have.Well after months invested and finally building something I Could enjoy. I have been robbed of everything and falsley accused of being one or more of many things in which I have no understanding of with out any specific details including proof of a specific action with *********** of violation.Instead I get the same prescripted message which I seen many other post from a company that feels they are fully protected by there fancy legal writing that allows them to take any and everything at any time they feel. I did try to contact customer service which I knew was a waste of time but still wanted it for the record. It's suppose to be customer service but if being honest it's fall very short of being any form of support and you are not treated like a customer. Every response when it finally comes is a standard response by someone following a script with out any actual abilities to tell the truth let alone have any options or choices of actions to take. They are not able or allowed to take in evidence or give any details or have a discussion in order to change a decision. Bottom line they are willing to Lie, ************* to/from you. The company that falsely claims to care and wrongfully accuses people of cheating and violating terms of service are the ones that are true criminals willing to Lie, ************* your out of everything.Don't believe a single word they say and don't waste your time let alone money on SCAM cause it's not a matter of it but only when.1068484347Business Response
Date: 07/07/2025
Hello ****** and thank you for reaching out to us.
We understand how frustrating this situation must be, but please note that account bans are enforced only after a thorough investigation confirms a violation of our Terms of Service.
We were unable to find your account based on the information in this letter, so if you can send your Account ID to us, we can double check why your account was suspended.
Looking forward to hearing from you.
Initial Complaint
Date:07/03/2025
Type:Product IssuesStatus: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 am filing this complaint due to a failure by Scopely (publisher of Monopoly GO) to properly investigate a legitimate support issue. I was denied earned rewards despite submitting verified proof that I completed a time-sensitive event in their game the Star Wars album before the deadline.On July 2, my mother (*******) sent me the final gold sticker I needed to finish the album: Millennium Falcon. This gift was sent at 5:51 AM UTC, which was before the album expired. The sticker was delivered to my inbox, not pending. However, I didnt open the app until later in the day, & by then the new album had started but the final sticker had already been received & should have completed the album. Scopelys own terms state that only pending trades are voided during album rollover not delivered gifts. Despite this, I was told I received a duplicate sticker instead. I reached out to customer support multiple times ********************* and from my mothers account. Her inquiry was answered by a representative named WealthWizard at 7:55 PM, who confirmed she did in fact send the correct sticker (Millennium Falcon) to me on time. I have a screenshot of that confirmation from their own team.Even after providing this evidence, support has continued to deny my claim, give me inconsistent information, & ignore the proof. Ive spent the entire day dealing with this driving 30 miles to access my mothers phone, opening multiple tickets, and re-explaining myself over and over. The experience has been extremely frustrating and ********* a result of this glitch and supports inaction, I lost the following in-game rewards that come from album completion: ****** plus dice rolls, New shield,token, the full completion of a long-term album I had worked toward for months. I am simply asking for a fair resolution: that Scopely review this case properly, recognize that I met the album deadline w/ proof, & provide the rewards I rightfully earned.Business Response
Date: 07/07/2025
Hello Ariana,
Thank you for taking the time to reach out and share the details of your experience. We truly regret that the end of this season caused you so much frustration.Wed like to provide some clarification on how the system handles sticker deliveries during album rollovers:
While its correct that only pending trades are automatically voided when a new album begins, this also means that delivered stickers must be actively accepted or claimed by the recipient before the previous album ends in order to count toward completion. In your case, although the Millennium Falcon sticker was sent and delivered to your inbox before the rollover, it appears it was not claimed before the transition to the new album. Unfortunately, once a new season begins, any unclaimed stickersthough technically deliveredcan no longer be applied to the previous album. You can read more about album rollovers on our FAQ page: *****************************************************************************************************************;We understand this may not have been clear, and we sincerely regret any confusion this may have caused. That said, due to the current system design, we are unfortunately unable to retroactively grant album rewards for unclaimed stickerseven if they were sent before the cutoff. However, your feedback has been heard, and we will share it with the appropriate teams to help improve clarity and player experience in the future.
Thank you for your understanding and if you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team in-game or via our Support center *****************************************************.
Initial Complaint
Date:06/27/2025
Type:Service or Repair IssuesStatus: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.
(In case the company needs this, my complaint is about their game Star ******************, and also about the lack of care and professionalism shown by their support team.)Player ID: ******************************** During the recent competitive XSLB in Star Trek Fleet Command the game messed up. It did not update the scores and showed me with a first place score. However due to lag (not acceptable in competitive games) I was given second. I am seeking an adjustment to then rewards thw game automatically gave out.The situation in question is the recently concluded Material Advantage XSLB.I participated in it and was very competitive. I played for first, but was awarded 2nd ********** IS MY ISSUE!1. The game client, what I have running in my hands (I play on mobile) displayed a leaderboard that was incorrect. It showed I had the top score, and only updated way to late to let me do anything. I have proof of this, but apparently looking at a screenshot is beyond the capabilities of the support staff.2.. Every person I have brought this too is simply looking at YOUR data and the logs you keep, writing me off, not looking at my proof, and ignoring what i am trying to explain.3. I have tried multiple times to explain what happened, my experience, but essentially just get told "we looked at the logs". The logs are simply showing what went happened on your end, not necessarily the client side or customer ****************** has told me the winner kept spending and beat me. Well the issue is the game NEVER REFLECTED THAT. It didnt even reflect it at event close. I have screenahots AFTER the event finished, telling me I had the top score. The issue is, in a competitive game.... THIS MATTERS IMMENSELY.Below are the original screenshots (as well as a crudely edited one pointing to the score that showed i had enough for first place) I took at the end of the event, showing that the game messed up, and was showing and telling me I had won.Business Response
Date: 07/02/2025
Thank you for bringing this to our attention. We have reviewed the case again and can confirm that the information provided by the Agents was accurate and reflects the final score. Regarding the delay between the leaderboard and the individual player scores, this is normal and due to the leaderboard not updating in real time - since multiple things are being computed, there's always a small delay. As an exceptional action from our side, we will be crediting the difference in rewards between the 1st and 2nd place to the player, this credit should occur within the next 24 hours and it will be added directly to the player's ingame inventory.Initial Complaint
Date:06/22/2025
Type:Product IssuesStatus: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 $200 worth of in-game currency (dice) in the mobile game Monopoly Go! by Scopely. I used those dice to advance through a tournament and was within a few points of receiving a reward of ***** additional dice. However, a system issue on Scopelys end reset the tournament, wiping out all progress and rendering the dice I had spent (which were purchased with real money) completely lost.I contacted Scopely support and was offered only ******************************** compensationthis is a small fraction of the amount I had spent, and it does not reflect the value of the lost reward. Support acknowledged the issue was on their end, but refused further restitution or escalation. When I pushed further, I was told to review their Terms of Service and that they were not able to assist further.I am requesting either:1. A full refund of the $200 spent on the lost dice, or 2. Restoration of my tournament reward (***** dice) and a reasonable replacement of the dice spent due to their error.This is not just a game issueits a monetary transaction loss caused by a technical failure on their end, followed by unsatisfactory customer service. I would appreciate the ********************* assistance in resolving this matter.Business Response
Date: 06/23/2025
Hi ****** and thank you for reaching out to us.
Were sorry to hear that you were affected by the recent tournament in-game issue and that you feel the compensation provided was not sufficient. If you would like to request a refund, we kindly ask that you reach out to us directly through the app for the fastest and most efficient support.
While there may occasionally be some delays in our response times, please rest assured that our team is committed to addressing your concerns as promptly as possible.
Thank you in advance for your understanding and patience.
Customer Answer
Date: 06/23/2025
Complaint: 23503301
I am rejecting this response because:Thank you for the response, but I have already contacted Scopely via the in-game app multiple times and received only a scripted refusal and no additional compensation. I submitted this complaint to the BBB specifically because that channel was unhelpful.
Referring me back to the same support system that failed to resolve the issue is not a satisfactory resolution. I am seeking either a refund or proportional compensation for a $200 in-game purchase that was rendered worthless due to a technical error on Scopely's side.
Until a real resolution is provided not redirection I cannot consider this complaint closed.
Sincerely,
****** ******Business Response
Date: 07/03/2025
Hello ******,
Thanks for getting back to us. We understand that you were not satisfied with the compensation, but kindly note that it was the same for all players who experienced the issue. Any different compensation on individual basis would be against our policies.
If you would still like to get the refund for any purchases within 15 days, please reach back to our Customer support and tell them that you wish a refund. Note that since the items were used, customer support might need to ban the account.Thank you for your understanding.
Initial Complaint
Date:06/22/2025
Type:Product IssuesStatus: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 am submitting this dispute in regard to the mobile game Monopoly GO, developed by Scopely. I have been an active player since May 12, 2025, and during this time, I made 12 in-app purchases totaling $223.88.On Friday, a significant error occurred within the game that affected thousands of users, including myself. Specifically, progress for an in-game mission was unexpectedly reset, resulting in the loss of days worth of gameplay. This was a server-side issue acknowledged by the developer.Despite being made aware of the problem, the company failed to restore affected players' saved data or progress. They issued generic compensation, which was not proportional to the time, effort, or value lost due to the error. In my case, the compensation did not adequately reflect the impact of the disruption or my financial investment in the game.I am requesting a full refund of the $223.88 I spent on in-game purchases. The reason for this request is the games failure to deliver the reliable experience it advertises, its inability to safeguard user progress, and its inadequate response to a widespread issue. As a customer, I am extremely dissatisfied with the service provided and believe the product is not as described.I have attempted to resolve this matter through the in-game support channels without success, and I am therefore escalating the issue to seek a fair resolution through the Better Business Bureau.Thank you for your attention to this matter.Business Response
Date: 06/23/2025
Hi ****** and thank you for reaching out to us.
Were sorry to hear that you were affected by the recent in-game issue and that you feel the compensation provided was not sufficient. If you would like to request a refund, we kindly ask that you reach out to us directly through the app for the fastest and most efficient support.
While there may occasionally be some delays in our response times, please rest assured that our team is committed to addressing your concerns as promptly as possible.
Thank you in advance for your understanding and patience.
Customer Answer
Date: 06/23/2025
Complaint: 23502620
I am rejecting this response because:I previously contacted support through the app, as mentioned in my original complaint, but was not provided with a resolution. At this point, I am requesting direct contact from a representative who is authorized to resolve this matter. If that is not possible, please proceed with processing my refund request.
****** *******Business Response
Date: 07/03/2025
Hi ******,
Thanks for getting back to us.
We were not able to find your account due to the lack on information in this correspondence. However, if you were denied the refund, it was most likely due to the items being used and/or purchases being older than 15 days.
If you would still like to get the refund for any purchases within 15 days, please reach back to our Customer support and tell them that you wish a refund, and that you are in agreement with deleting the account. The team will be able to assist you further.
Thank you for your understanding.
Customer Answer
Date: 07/10/2025
Complaint: 23502620
I am rejecting this response because:Because you strategically waited so long to reply, now all my purchases would fall outside of the 15 day window. You should have made that part known in the first response.
Sincerely,
****** *******Initial Complaint
Date:06/11/2025
Type:Sales and Advertising IssuesStatus: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.
My complaint is in regards to their app, Monopoly Go. I have made quite a few purchases over the last year and a half. This morning, their game crashed trading all my game progress from this morning. I had to start over to complete the challenge. I ended with a lot less Dice then prior to the crash. The game logs provided are not accurate. There is a missing part where I completed the challenges prior to the crash. They will not compensate me for my missing dice. They insist their logs arent missing the timewhen in fact they are.Business Response
Date: 06/13/2025
Good day ******,
Thank you for reaching out to us regarding your lost progress. We checked the logs and your conversation with Customer Support, and your saved progress was not impacted. Fortunately, the error was temporary, and nothing went missing.
While no losses were found, we just sent you a one-time exception 900 rolls, as we appreciate you as our player and recognize how much frustration this brought to you.
We appreciate you taking the time to reach out and should you need any additional help with the game, please feel free to reach out to our Customer Support for fastest response.
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