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:02/05/2024

  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 filed a complaint with customer service because I made a purchase for a total of $52.99 (***** before tax) and only received part of the purchase. It was if you purchased **** dice for the first time they would give an additional **** dice. I never received the **** and its been over a week and no one responds. They seem to be scamming people left and right with monopoly go. I also checked and it seems to be a known issue and they are doing nothing about it. Im frustrated because Im not made of money but I wanted to treat myself a little bit. I either want my money back or I will take the **** dice. I have told them this and still no response. Conversation ID: #******** This is my conversation ID with ******************** not sure if you need it. Their customer service or lack there of is unacceptable to me.

  Business Response

  Date: 07/18/2024

  Hello,
  
  We  wanted to reach out and apologize for the delay in responding to your previous communication. 
  
  Your inquiry is important to us, and we would appreciate it if you could kindly reach out to us again to our CS team ******************************************************** at your earliest convenience.
  
  Thank you for your understanding and patience. We look forward to hearing from you.

• Initial Complaint

  Date:02/05/2024

  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.

  **************** fails to respond and if they do its 2-3 in the morning. If you dont respond within that hour they close the ticket. I pay for my subscription to Yahtzee with Buddies. And Im missing rewards rather I will get said rewards and when I go to use them the rewards disappear. Ive sent requested screenshots and have more from today. This has been going on for a couple of months but I never thought to take screenshots until asked for proof. It feels like they are scamming knowing the complaints are there and can see in programming there is an issue. Theres a code for everything!!! Ive chatted with other players who are experiencing the same thing. Just shameful that a lucrative company like this treats their customers like this.

  Business Response

  Date: 02/08/2024

  Thank you for reaching out to us regarding the issue you experienced while using our services. We apologize for any inconvenience this may have caused and appreciate your feedback.
  
  Upon investigation, we have found that the email you provided is not associated with an account in our database.
  We recommend that you check if you are using the correct email.
  
  Additionally, we noticed in the screenshots provided that you were using both your wifi and mobile data connections at the same time, and that your mobile data reception was very low. This could potentially cause loading issues and prevent currencies from updating in real time, this is why you perceive that coins are missing.  
  
  We recommend that you turn off the connection with the lower reception (if wifi is low, turn that off, if mobile is low turn that one off) to ensure a constant and stable connection.
  
  We want to ensure that you have the best possible experience while using our services.
  Please let us know if the recommended solution does not resolve your issue or if you have any further concerns.
  
  We are here to help you.
  
  Thank you for your patience and understanding.
  Best regards,

• Initial Complaint

  Date:02/01/2024

  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 discovered that the gaming platform uses bots and these bots are allowed to rob you of money from your bank and allowed to destroy landmarks that you have to build. That completely goes against their guidelines their community guidelines their rules and regulations as far as being able to game on that platform. Their policy clearly states that you have to be human in order to play. Their bots have stole millions of dollars and I have paid real cash money for this game just to have it stolen from me by their bots. I'm not the only person complaining and I have reached out to customer service numerous times and have been ignored after I State my issue

  Business Response

  Date: 02/13/2024

  Thank you for providing feedback on Monopoly Go. We assure you that our game does not utilize bots. Certain boards may pose varying levels of difficulty to ensure fairness. If you have any additional feedback, please don't hesitate to contact us.

• Initial Complaint

  Date:01/27/2024

  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.

  Missing money, rewards, card packs, and dice. Scopely will take your money and run. No answer from in game support chat.

  Business Response

  Date: 01/31/2024

  
  Greetings,
  If you have yet to receive an item you've purchased, rest assured our team will be reaching out to you shortly. We are currently experiencing a higher-than-expected volume of inquiries but will attend to your concerns as promptly as possible. Thank you for your patience.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21135291
  
  I am rejecting this response because:
  It does not solve anything 
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/23/2024

  Greetings,
  
  We are sorry to hear that are having purchasing difficulties, we recommend contacting us via the app for thorough investigation. Kindly provide a screenshot of your purchase along with the receipt received to facilitate our assistance. Typically, during periods of high ticket volume, responses may be delayed, but rest assured, we will reach out to you. Thank you in advance for your patience.

• Initial Complaint

  Date:01/26/2024

  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 played monopoly go since the beginning. I also have spent way to much money on this game im missing a reward and also something I purchased. the red bubble chat ive been in for over 5 hours. this is ridiculous at this point I just want what I should get.

  Business Response

  Date: 01/31/2024

  
  Greetings,
  If you have yet to receive an item you've purchased, rest assured our team will be reaching out to you shortly. We are currently experiencing a higher-than-expected volume of inquiries but will attend to your concerns as promptly as possible. Thank you for your patience.

• Initial Complaint

  Date:01/25/2024

  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.

  OK. I'm having issues with this company. I had s ghost purchase on account Then couldn't purchase.Contacted customer support and haven't received a response. It's been over 5 days.

  Business Response

  Date: 01/31/2024

  Greetings,
  If you have yet to receive an item you've purchased, rest assured our team will be reaching out to you shortly. We are currently experiencing a higher-than-expected volume of inquiries but will attend to your concerns as promptly as possible. Thank you for your patience.

• Initial Complaint

  Date:01/25/2024

  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.

  I was using the game as therapy my daughter thought it would help me with my disability anyway the problem is that when you are buying dice from them they are disappearing right before your eyes and when you tell them about they try to tell you that you received it and you are telling them that yes it came in but there was this gray screen and they were gone and they are telling you about the sticker you got but you didn't say the sticker was missing this keeps going on even when I don't buy go to sleep wake up no dice no money they know this is going on and I feel like they are scamming me to after buying and I asked was this happening to anyone else you would not believe the response I got but the day was the last draw a guy contacts me in the group and ask for a screenshot of my barand I sent it to him I wasn't thinking but he tells me that he would contact me in a hour he did but I was sleeping but when I woke up looked at it he told me to send him another screenshot so I did lord when I did that all these dice came out and I liked what so I,m talking too him I want to know how he got these dice he's trying to get me to buy and I tell him I don't spend that much on dice at a time and it finally clicked he,s stealing dice how did he get into my account all I did was send a picture it had none of my information on there and I reported it just like the guy who wanted to hack people accounts but they did nothing all this going on in this game and they don't care my information has been compromised because they failed to do anything and I don't think I have made all those transactions either but they won't talk the number fake and they ignored you

  Business Response

  Date: 01/31/2024

  Thank you for your cooperation!

  Hello there! If you happen to stumble upon any bugs, feel free to drop us a line within the game. We make it a priority to keep our FAQ section updated with known issues and always strive to provide fair compensation for any significant inconvenience caused by bugs.
  In the meantime, if you could kindly provide us with your User ID, it would greatly assist us in locating your account. Additionally, if you've encountered any scams, we recommend taking proactive measures such as changing your passwords. Also, exercise caution when clicking on links received via ******** Messenger, as we have limited control over activities outside of the game.
  
  
  
  

• Initial Complaint

  Date:01/25/2024

  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 had large issues in a very short period of time. There were many unimportant small issues, like small purchases that ****** was able to refund when Scopley refused. However, that wasn't an option with these. So I was forced to deal with the Scopley. First was a purchase for an in game character called a Four Star Forge. I went on their website and ordered it. Yet, when I got into the game I only received a Three Star Forge. I was short 25 shards to get the fourth star. I gotnon customer support and asked them for them. They refused to give them to me. They stated that it came with some "Orbs" that gave you a chance to turn the Three Star Forge they gave your into a Four Star Forge. I told them I didn't order a chance at a Four Star Forge, I ordered the Four Star Forge they advertised. There is a picture provided of the ad where it is clearly stated Four Star Forge that was provided. I then asked for a refund and they said no. So I said it was false advertising as they were not providing what they very clearly posted that they would. They then closed my ticket and made it so I could not reopen it. I did not get the shards nor the refund. Just hung up on. Should be noted they admitted to doing this before in the conversation provided.Second complaint is that I was double charged for a purchase. On January 1st around 12:30am. Pictures provided with times. I went to ****** again and asked them to refund it. They said I had to go to the company. I went to Scopley and asked them to refund it. They made me jump through all kinds of hoops. Make phone calls asking for receipts and all many ridiculous things. Then, when I got them everything they asked for, they just said no and closed the ticket. I called them directly and talked to a representative named *****. I told her what happened. She transferred me to the person who had been running my ticket. He picked up the phone. Told me he got me good. Laughed at me over the phone for a minute or so. And then hung up.

  Business Response

  Date: 01/26/2024

  Hello, Upon checking we can see that the user spent items to unlock a character from the purchase in question on their account & used other items to progress in our in-game milestone. As such, we are unable to process a refund in this case.
  
  As an additional note, we would like to clarify that we don't offer support through phone calls.

• Initial Complaint

  Date:01/25/2024

  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.

  playing monopoly go and I have submitted several complaints about the way they are scamming people and i have heard no response whatsoever. They are not honoring the rules and regulations that they have posted. Trying to scam people and cheat, I have submitted multiple videos per their request and documentation. when a person rolls the dice the token is supposed to moved the number of spaces on the dice. Well, it will not. There will be added spaces or spaces deleted. Then you get charged for it. I have paid money for this error. It is not being fixed. If someone would at least reply to me it would be so much better. This company is scamming people and since I have reported an issue to them I am receiving sexual messages and I have also reported that. The messages have increased since being reported to scopely. I have reported to have the person removed as it states on their website this can be done and it is harrassing. I am uploading some of the conversation. I enjoy playing the game but am tired of being scammed and harassed. Please all I want is to be contacted by them and for the harassment and issued to cease.

  Business Response

  Date: 01/31/2024

  Hello! If you've encountered a bug, please don't hesitate to reach out to us within the game. Our team diligently updates our FAQ section with known issues, and in the event of a significant bug, we strive to provide fair compensation for the inconvenience. In the meantime, if you could kindly provide us with your User ID, it will greatly assist us in locating your account. Thank you for your cooperation!

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21070959
  
  I am rejecting this response because: I have contacted the business multiple times through the support option and I have received no response from them or a bot generated response that had nothing to do with the issue I submitted. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/13/2024

  Hello,
  Your case has been escalted to our team, and you can expect to hear from someone on our team shortly. Thank you for your patience.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21070959
  
  I am rejecting this response because: I very highly doubt that anyone will contact me and if they do the compensation or whatever they offer will be horrible.  I submitted a complaint to support that I was missing things from a purchase totaling 420 dice and I received a measly 50 dice as compensation and was told that it was a visual error. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/19/2024

  Hello,
  We want to emphasize that Monopoly Go offers a secure gaming environment. The messages you've received are within ******** Messenger. As we lack control over events occurring outside our game, we advise you to block and report such messages to ********.

  For a more positive gaming experience, we encourage you to join our official trading group at *******************************************************.

  We hope this helps. 
  
  
  
  

  
  

• Initial Complaint

  Date:01/24/2024

  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.

  The game seemed like a lot of fun and *** spent my fair share of money playing. I had an issue awhile back with not receiving rewards within the game and contacted them about it. They expected screenshots from something I couldnt have possibly taken. I wrote it off as a loss and continued to play, just recently though it occurred again and *** tried several times to get it resolved and have received an initial response that they were looking into it. I feel that they are starting to take advantage of people more for personal gain than to operate as an entertainment business.

  Business Response

  Date: 01/26/2024

  Hello,
  Ensuring a fair gaming experience is our priority. If you're missing rewards, we have an FAQ article addressing how to retrieve them. Your satisfaction with Monopoly Go matters to us, and we value your feedback. If you're missing purchases, kindly contact us through the app with a screenshot of your purchase receipt attached.
  Thank you for your support.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21063264
  
  I am rejecting this response because:
  It is impossible to show proof of things that never show up on your screen. They ask for images that cant be taken. It seems to be the go to for this company. If you look online there are thousands of complaints for very similar issues that other players experiencing. The company is making staggering profits and refuses to put in any effort towards fixing the issues and making paying customers whole.
  Sincerely,
  
  *************************************

  Business Response

  Date: 02/13/2024

  
  Thank you for contacting us. Whenever Monopoly Go encounters a technical issue, we ensure that our players are compensated accordingly. If you're experiencing a delay in receiving your rewards, please exit the app and log back in to see the rewards reflected in your game.