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:02/13/2024

  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.

  I have spent money for multiple products and what they promise is not what is given for what you buy. They also take away what you already bought. This is a company scamming people for money.

  Business Response

  Date: 03/01/2024

  
  Hello,
  Thank you for contacting us regarding your concern. Our team requires a copy of your receipt to proceed with investigating your issue. Rest assured, we will diligently look into your matter, even during periods of high volume. However, please note that without a valid receipt, we won't be able to conduct a thorough investigation of your case. Please contact us through the app. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21246319
  
  I am rejecting this response because: I have already reached out to the company several times and only receive automated responses such as they dont handle the dispute because its through apple. They also state that items purchased were received when they were not. I dont ever get to speak with a live person. I would like a refund or some other compensation. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/19/2024

  Greetings,
  
  We appreciate you bringing your refund request to our attention. To ensure we can assist you effectively, please contact us through the app. If you've encountered missing purchases, rest assured that we will thoroughly investigate your case to verify the claim's validity. At Scopely, we are committed to fostering fair and secure gameplay, striving to provide an unparalleled gaming experience. Your feedback is invaluable to us in achieving this goal. Thank you for reaching out.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21246319
  
  I am rejecting this response because:
  

  I have reached out several times through the app and have gotten automated general responses and then the ticket is closed. I always just get referred right back to apple and they arent refunding anything for Scopely at all. I would like to receive my refund from a live person  
  

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/22/2024

  Hello,
  For the fastest assistance, please contact us through the app. If you can provide purchase receipts, we'll be able to review your account and assist you in resolving any issues you're experiencing. Thank you for your feedback on Monopoly Go!
  
  

• Initial Complaint

  Date:02/13/2024

  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.

  4/02/2024 7:00pm GMT I am writing to bring to your attention a pressing concern regarding the recent Sticker Boom event in Monopoly Go, scheduled for 7 PM GMT. It has come to my notice that a group of users, including myself, were denied access to this event, causing considerable disappointment and frustration.As a loyal Monopoly Go player, I had eagerly anticipated participating in the Sticker Boom event at the specified time. However, to my dismay, I found myself excluded from this experience without any apparent reason or explanation. This not only tarnished my overall gaming experience but also left me questioning the fairness and transparency of the event.I urge your team to investigate and rectify this issue promptly, ensuring that all users are granted access to the Sticker Boom event as scheduled. Transparency and equitable treatment are crucial in maintaining the trust and satisfaction of your player base.I appreciate your immediate attention to this matter and look forward to a swift resolution.Sincerely,K P

  Business Response

  Date: 02/22/2024

  Hello,

   

  Occasionally, our team conducts various tests on events to ensure the gaming experience is optimal for our players. Simultaneously, we prioritize fairness, striving to maintain an enjoyable gaming environment for all participants.

• Initial Complaint

  Date:02/13/2024

  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 recently made a purchase for ***** dice and a guaranteed missing sticker and as it charged my card, the game kept loading and then froze, lost Internet connection and I closed out and went back into the game and didn't receive the dice or sticker I bought and my game progress is gone and customer support refuses to answer.

  Business Response

  Date: 02/22/2024

  Thank you for reaching out. I understand that you need our assistance in recovering your game account. We recommend trying to recover it through ******** first. You may do this by logging onto your ******** in the game's Option > Settings.
  
  If this does not work, please provide us with the following information below in app . These will help us in better locating your original account and working towards recovering it:
  Primary Information (at least (1) of the following):
  Original account's User ID
  Original account's In-game username
  Email linked to your account
  
  Secondary Information (at least (2) of the following):
  Screenshot of the most recent Monopoly Go in-game purchase made under the original account (if applicable) - Order number (iOS) or GPA code (Android) must be visible
  Current amount of Dice Rolls in the original account
  Current amount of Money in the original account
  The device where the original account was used
  
  If you happen to have more than one item from the listed primary info and more than 2 from the secondary info, please don't hesitate to include these as more info on your original account, the better.
  
  We'll make sure to review this further after receiving your confirmation.
  

• Initial Complaint

  Date:02/13/2024

  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 is ripping people off on Monopoly Go. It's well known. Especially on Apple phones. The game glitches constantly so you lose your winnings, don't recieve stickers gifted to you etc.I have made numerous customer service complaints and not one time have they compensated me for the mistakes of their game.Scopely has the worst customer service I've ever come across. As a customer that has paid and put my own money towards this game, this company needs to better serve their customers when we are losing out. It's making it so the game is no longer fun. And it makes me want to delete every game I have that is partnered with scopely.I have lost cards that should've completed packs, I have lost 5000 dice due to a game glitch on a partners game in October, I lost out my 500 dice for my birthday which everyone else i know who plays the game had received but me. It's continous and on going with the mess *** and it's extremely frustrating. Your customer service does NOTHING to compensate for these mistakes.Please put your overall review star status as 1 unless you're actually going to compensate your customers.

  Business Response

  Date: 03/01/2024

  Hello,

  
  We see that you are requesting a refund for items purchased in our game made through the Apple App Store (iTunes).  Unfortunately, we do not have the capability to process your refund directly.  

  We are excited to share that we've decided to introduce something new and exciting! Rather than traditional birthday gift in game, we're now celebrating your Monopoliversary

  Your Monopoliversary is an annual celebration of the date you first became a Tycoon and started playing Monopoly Go! This date does not change if you delete, re-install, or update the game.

  To find out when your Monopoliversary is simply open a customer support ticket, type "Monopoliversary" in your first message, and we'll send you your Monopoliversary date

  There's no need to request your gift! It'll be sent to you automatically on your Monopoliversary!
  
  

• Initial Complaint

  Date:02/12/2024

  Type:Delivery 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.

  Don't recieve dice, stickers, and other game pieces won. or the above disappear from my game. company has no customer service at all. chat has computer answer first question and no one ever comes to chat. email takes weeks to answer and they can never find the account. reading other bbb complaints the response is always contact them through their site. that is the problem they never respond. any scopely or savvy owned games should be avoided.

  Business Response

  Date: 02/22/2024

  Greetings,
  
  We've noticed that you're missing rewards. Please reach out to us through the app, and we'll be happy to assist you. Occasionally, there may be longer wait times due to a high volume of tickets, but rest assured, we'll prioritize your case and escalate it to our team for prompt resolution.

• Initial Complaint

  Date:02/12/2024

  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 have an account problem connecting my Monopoly account back to a main ******** and it keeps connecting to another, so it makes it extremely difficult using the account to the point where I feel like the money I paid to this game was pointless. Customer service has no phone number and forces you to go through the app. It's been several days and I don't even have contact back from the company. Either get your customer service on track, or refund me my money.

  Business Response

  Date: 02/22/2024

  Hi there,
  
  Thank you for reaching out. I understand that you need our assistance in recovering your game account. You can contact us using a guest account. 
  If this does not work, please provide us with the following information below. These will help us in better locating your original account and working towards recovering it:
  Primary Information (at least (1) of the following):
  Original account's User ID
  Original account's In-game username
  Email linked to your account
  
  Secondary Information (at least (2) of the following):
  Screenshot of the most recent Monopoly Go in-game purchase made under the original account (if applicable) - Order number (iOS) or GPA code (Android) must be visible
  Current amount of Dice Rolls in the original account
  Current amount of Money in the original account
  The device where the original account was used
  
  If you happen to have more than one item from the listed primary info and more than 2 from the secondary info, please don't hesitate to include these as more info on your original account, the better.
  
  We'll make sure to review this when you contact us in app 
  

• Initial Complaint

  Date:02/12/2024

  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.

  The company is scamming people out of money from thier games. Making the game algorithms impossible to win and try make people spend more and more money.Not only myself but everyone they have scammed should be refunded all of thier money.

  Business Response

  Date: 02/12/2024

  Hello,

  Can we please know which game this user is playing?

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21202725
  
  I am rejecting this response because: The game is monopoly go
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/01/2024

  Hello,

  
  We kindly request that you contact us through the Monopoly Go app for better assistance. This will allow us to identify any issues more efficiently. Rest assured, we are committed to addressing your concerns promptly. However, if there is a delay in response due to high volume, we sincerely appreciate your patience in advance

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21202725
  
  I am rejecting this response because:
  Ive tried multiple times for weeks and ive finally deleted the app so there could be no more chance of more money being stolen from me
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  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.

  Unable to log into game, support is essentially nonexistent. AI chat wants information only found in game, barring that unobtainable information, no resolution is offered by "support". Unable to contact a human to resolve this issue.

  Business Response

  Date: 02/20/2024

  We acknowledge the feedback provided by the customer and express our gratitude for sharing their comments.
  
  We want to assure the customer that our team is actively addressing the issue at hand.
  
  Upon reviewing the communication between the customer and our team, it has come to our attention that the interaction involved the use of a bot. Bot automation plays a crucial role in gathering essential information that aids our team in providing optimal assistance. As a result, certain responses may appear standardized. It is important to highlight that customers typically engage with a Support representative once this foundational information is obtained. However, in this instance, the customer did not complete the initial interaction, despite receiving a reminder from the bot regarding the latest request. Consequently, the ticket was closed due to the lack of interaction.
  
  We appreciate the patience demonstrated by the customer as we diligently work towards a resolution.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21186392
  
  I am rejecting this response because: a Timely response has not been provided.  That choice further suggests that Scopely is either uninterested in resolving the complaint or is incompetent in the areas of customer retention and the basics of honest business growth.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/06/2024

  We would like to thank the customer for his latest reply.

  We wish to extend our sincerest apologies for the oversight that occurred following the initial communication. Upon reviewing the case, it was discovered that while the team acted promptly to address the issue raised, due to an unfortunate misunderstanding, there was a failure to communicate the actions taken in response to the concerns.
  Understanding the inconvenience this lapse in communication may have caused, we want to assure the player that the issue has been resolved. All lost resources attributable to this situation have been reimbursed. Furthermore, recognizing the inconvenience caused, additional compensation has been provided as a gesture of our commitment to customer satisfaction and to demonstrate how seriously we take the experience with our services.

  
  We are deeply committed to the satisfaction of our customers and are taking steps to ensure that such misunderstandings do not recur in the future. We value the trust placed in us and are dedicated to providing the highest level of service.

• Initial Complaint

  Date:02/12/2024

  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.

  At the beginning of the year my app was deleted after reinstalling the app i noticed none of my progress name or money spent appeared on the account i contacted support with supporting evidence , screenshots of previous purchase , screens shots of my last event won, screenshots of me sharing my link and the last person added as friends along with my apple purchase receipts , after 3 week exchange with a boy and getting a complete run around they refused to give back the account respond to a message and also remove the account as it actually contains my business name which i am the owner of so moving forward Ill be pursuing have the company forcefully remove the account since they will not give it back . And moving forward with Friday since they say it was not my account thats not enough proof this means someone is using my business name without my permission

  Business Response

  Date: 02/12/2024

  Hello,

  Can we please know which game this user was playing?

• Initial Complaint

  Date:02/07/2024

  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.

  I have been playing this monopoly game for a few months .. havent really spent much money .. I purchased a 2.99 thing January 16th and then I notice 3 charges for 2.99 right behind it that I didnt approve .. I contact scopely support and they tell me I have to contact Apple . I contact Apple and they tel me that they have told scopely to fix the issues and not try to put it off on Apple . I have noticed numerous people who have been double charged and triple charged all over social media .

  Business Response

  Date: 02/13/2024

  
  Hello,
  Apple consolidates multiple smaller charges into a single transaction. Unpaid bills from previous transactions may be combined with new purchases to settle all outstanding charges simultaneously. If you've been charged a different amount than what you purchased, this could be the reason.
  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21175105
  
  I am rejecting this response because:
  I understand that they combine charges but I was charged 4 times for something I only bought twice !!!
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/01/2024

  Hello,
  Thank you for contacting us regarding your concern. You will need to contact us in app. our team requires a copy of your receipt to proceed with investigating your issue. Rest assured, we will diligently look into your matter, even during periods of high volume. However, please note that without a valid receipt, we won't be able to conduct a thorough investigation of your case.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21175105
  
  I am rejecting this response because:
  I have contacted customer support to this to no avail.. they tell me to contact Apple and its just a back and forth ! Apple says to contact scopely 
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/10/2024

  Hello,

  The best way for us to assist this user is to please have them open an in-game ticket and provide the previously requested information.

  
  Thank you.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21175105
  
  I am rejecting this response because: Ive already submitted the stuff and no help from customer service at all .. customer service is a joke !
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/03/2024

  Hello, 
  We are sorry to hear that you are unsatisfied with our customer support and t**** you for taking the time to share your feedback with us.

  Regarding your concerns, please be assured that Monopoly GO! does not overcharge players. However, as you believe you have been incorrectly billed and wish to request a refund, you would have to do so throught the Apple. We deeply apologize for the inconvinience, but we do not have the capability to proces these refunds directly. All purchases made through the Apple Store will need to be processed by Apple Support. Please reach them out at reportaproblem.apple.com to request your refund. 

  If you have any additional questions, feedback, or concerns, please always feel free to reach to our customer support and we will do our best to try to assist you further. 
   
  Thank you for your understanding and cooperation.