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:12/19/2023

  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.

  Scopely will not help me recover my account. I have provided screenshots of my account as well as the model of the device I was playing on an iPhone 13. This is currently impeding my progress from finishing the event and completing the current album

  Business Response

  Date: 01/08/2024

  We regret to inform you that we are currently unable to find your previous account without the old User ID or a receipt from any prior purchase. This precaution is taken to ensure the protection of your privacy. If you possess either the old User ID or a proof of purchase, please don't hesitate to contact us, and we will promptly investigate your case

• Initial Complaint

  Date:12/05/2023

  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 system kept freezing, charged me twice and it didn't give me the full items in the description.

  Business Response

  Date: 12/21/2023

  Hello,

  We apologize for the inconvenience you've experienced. To address the double charge issue, we suggest reaching out to ****** Play, as the items have already been used on your account, and we are unable to provide a direct refund. ****** Play should be able to assist you with the refund for this oversight. Meanwhile, we would like to extend our sincere apologies for the inconvenience. The Monopoly Go team is committed to ensuring that everyone has a joyful gaming experience.

• Initial Complaint

  Date:12/05/2023

  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.

  My account vanished. It was connected to my Apple ID but somehow got over written with a brand new account with zero progress. I had spent $113.96 less than 30 days ago in addition to countless hours building the game to a point of high value. I had over 19k dice and was almost done with the 2nd album only needing a few golds. Not to mention the load of duplicate 4 star and 5 star cards. Now because of some glitch, everything is gone and the customer service team cannot seem to recover my account because I do not have the user ID# associated with the account. How am I supposed to get that number when I cannot even log in? I provided everything else they asked for to no avail. ****** speak to a real person and the close the conversation out before resolving my questions. This is unacceptable and at the very least they should refund me and/or restore the new account that overwrote my original to a similar status. This is a problem with your *********** ability to allow customer to access their account NOT something that your customer should be punished for. The conversation I uploaded was 1 of the many identical conversations I had with your customer service bot! I tried messaging you on ********************* No one can take the time to talk to me and its just unacceptable.

  Business Response

  Date: 12/21/2023

  Hi, Lex.
  
  
  In order for us to proceed with the investigation, 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
  
  We will be more than happy to look into this for you once we receive the needed information. We look forward to hearing from you soon.
  
  If you have any additional questions or concerns, please feel free to reach out to us in a new ticket, and we will be happy to help. We genuinely value your support of Monopoly GO!
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  SCOPELY Monopoly GO! charges people for gaming which is not against he law. Yes their prices are ridiculous however they are scamming people by glitch ones in their game that cause people to loose rewards that they have earned which cause people to have to keep buying their products to progress in the game. I have filed a complaint with their customer service with no luck of retrieving any of the rewards that was lost! They have constant known issues that are taking away from their customers and nothing is being done about it! The latest glitch is that the community chest does not issue the new sticker pack that it is supposed to with the daily completion of the chest if you clear the board. I personally cleared it 2 days this week and did not get either pack which cost me ***** dice that I would have received for completing a sticker collection on their game. SCOPELY Monopoly Go is doing this to force people to buy stickers and dice at ridiculous prices to achieve rewards in their game! Im sick of it and now I want something done! We all like the game however they need to make good on what you are to receive as rewards in the game. They need to make good on what is promised during an event, or mini game on their game.! People are fed up!! I know I am not the only one who has filed a complaint! They started all of these glitches to keep people from achieving any progress in the game without making purchases on their app!

  Business Response

  Date: 12/21/2023

  Hello,

  
  Upon receiving a significant complaint, our team diligently strives to address the issue promptly. Occasionally, this may lead to a delay in receiving rewards. We recommend waiting 24 hours after a bug is resolved to ensure the accurate reflection of your rewards as the team mass compensates. 
  
  We appreciate your feedback regarding Monopoly Go. Our team is dedicated to providing a fair and happy gaming experience for all. Your feedback is important to us as it helps us create a better gaming experience. It's important to note that we are not cheating our players; the gaming experience is designed to be random and unbiased. Thank you for contributing to our ongoing efforts to improve the overall experience.

• Initial Complaint

  Date:12/02/2023

  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.

  The company has already announced they are aware of an issue in-game, and moved to fix this with 24 hours. However they did not fix it, and every effort to contact support gets a wall of ignorance, like the screenshot. I'm complaining about a known issue, and am treated like I'm babbling nonsense. My last complaint was met with a canned response that didn't address my issue then, and they closed the ticket. This is beyond negligent in terms of support.

  Business Response

  Date: 12/05/2023

  
  We appreciate the customer's feedback and would like to express our gratitude for taking the time to share their comments.

  
  Upon reviewing the correspondence between the customer and our team, it came to our attention that the interaction involved a bot. The use of bot automation is integral to gather essential information that enables our team to provide optimal assistance. Consequently, some responses may have appeared standardised. It is important to note that once this foundational information is acquired, customers typically engage with a Support representative.
  

  In addressing the concern about the issue not being promptly resolved, we acknowledge the universal desire for swift resolution to technical problems. However, the complexity of certain cases varies, and we regret to inform the customer that we are unable to provide specific timelines for the resolution of their particular issue due to its intricacy. Rest assured, our dedicated team is actively leading efforts to address and resolve these challenging situations. We appreciate the player's patience as we work towards a resolution.

  Customer Answer

  Date: 12/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/29/2023

  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 started playing Monopoly Go in late August 2023. Unbeknownst to me, the game is severely rigged against players. There were timed events and tournaments that you play to earn money, dice rolls, and other perks and you have to land on certain tiles to get those points. Each event and tournament has its own different tiles you must land on. However, as I have played this game I started noticing I would land on The needed tiles less often compared to win they were not associated with a tournament or event. I really started noticing this with the Monopoly go to jail tile. Normally, I will land on it almost every other completed board circulation. However, when it was part of an event to get points, I landed on a significantly less than before. That was what proved it for me. And after that I started to pay more attention to my roles and what tiles I would land on statistically. And I am convinced that they skew the role algorithm against you depending on what tiles you need to land on to progress. On top of all that, their dice regeneration takes an hour per 8 dice. And that's where I'm at now. When you first start off it still takes an hour, but the amount of dice you get per hour was around 5. And if that's not bad enough, you can't just not play for a couple days and all the sudden have a good stash of dice. No, they cap it. Right now I'm kept at 100, but originally started much much lower. I think it was around 30 or something. After calculating the amount of money has spent on buying dice, it has been well over $1,000. I feel cheated and scammed, even though it was my own doing for buying it. The game is made in an addictive way, and can be very competitive. If you go to their app page and look at the reviews, you will see plenty of other people expressing the same suspicions I have. I truly believe this company should be investigated for crooked practices and gambling violations. Heck, children play this game! I truly think Scopely needs to be investigated.

  Business Response

  Date: 12/21/2023

  
  We appreciate your feedback regarding Monopoly Go. Our team is dedicated to providing a fair and happy gaming experience for all. Your feedback is important to us as it helps us create a better gaming experience. It's important to note that we are not cheating our players; the gaming experience is designed to be random and unbiased. Thank you for contributing to our ongoing efforts to improve the overall experience.

• Initial Complaint

  Date:11/29/2023

  Type:Billing 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 started this month in November I purchased a package for $***** from the game through my iPhone and they charged me the ***** and another charge of ***** that I didn't authorize. I have also contacted them numerous times about fixing their game issue and they keep emailing me saying there going to fix it. It has been about two weeks now and there no fixing it. Customer service is really awful the only way you can reach them is through a text message.

  Also this company charged me on November 23 and it cleared my bank on November 24 to my bank $99.99 for a package I didn't buy. On that day I purchased a package for $49.99 and ***** I didn't not buy a package for $99.99.  I have contacted them and they say they can't do anything that I have to contact Apple. I contacted them and they told me I can't be refunded for this even though I didn't purchase it. My resolution is I want my money back of $99.99 that I didn't purchase.
  

  Thank You
  
  ********************* and ***************************

  Business Response

  Date: 12/21/2023

  Unfortunately we are not able to process refunds for purchases made through the Apple Store, you will need to contact them directly and provide them with the purchase receipt.
  
  We are sorry we couldn't assist further. 

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20882682
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/20/2023

  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.

  I purchased a pack that included certain items. I received all but one of those advertised. They say I received it, but a screenshot I provided to them showed they failed to update in game scoring towards a desired item. This is not a one-time issue with them. Many users are experiencing similar issues, regarding purchases though their store. All I ask for is the credit of ****** Battle Pass Points to which this site listed. I would also like to warn others to be wary of this company. Thank you.

  Business Response

  Date: 11/21/2023

  We were able to confirm that our Customer Support Team was able to successfully address the customer's concerns. We apologise if the resolution took longer than expected and thank the player for their cooperation.

  Customer Answer

  Date: 12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/20/2023

  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.

  On 11/7/2023 I purchased several game packs from Scopely who Usses a payment processor named Xsolla who I contacted that same day and received the email below from them and Pay Pal and was told to remedy the issue with Scopely.The problem with doing so is first, no response from them and second, they did a recent update and the things all of us worked for were taken away or not provided by Scopely. For Myself I did not receive the package for Borg upgrades i paid ****** dollars for.But this goes beyond this particular incident.People buy into this game believing the game will work right, be stable and the purchases they make will be honored and Scopely is not doing that. I plan on filing a class action lawsuit against Scopely and its subsidearies. You've received a new message *********** sent you a message in response to your request. We encourage you to respond to *********** as soon as possible to resolve your issue.Here's the seller's message for you:quoteAccording to our records, your payment was successful and has been credited to your account. You may verify it on your account. Although Xsolla delivers payments instantly, please note that it may take some time for the purchase to be applied to your account. If you are still not seeing the delivery or have additional questions regarding the purchase, please contact the game or service support directly, so that they could check it in their system and fix the issue or offer some other decision. Also, you may submit a refund request here: *************************** Thank you for understanding!quote Case ID ****************** Dispute amount ***** GBP Transaction ID ***************** Transaction amount ***** GBP Transaction date November 7, 2023 Seller name ***********

  Business Response

  Date: 11/21/2023

  We appreciate that the customer is bringing this issue to our attention, but it appears from the case summary that the refund situation is pending on ******'s side. We are not able to process the refunds, as they are managed by ******. We kindly ask the player to contact ****** again to check the status of the refund request and thank them for their patience.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20844799
  
  I am rejecting this response because:

   

  This is an ongoing issue for thousands of people. One of which I am.

  The game makers use other businesses to process the funds for items we buy.

  Neither excepts blame when they do not fulfill the purchase that was bought, and they blame it on the other. 

  This becomes and endless loop and the person that gave their money to the game makers financial processer which in this case is Xsolla got the money we all sent and tells the game maker digitally that the money was paid but the game maker refuses to honor that payment and provide the game player what they bought. 

  So, this is why I have filed a federal class action lawsuit against ****** and the owner *********************************** in Los Angelas **********.

  They should start seeing the ** commercials shortly asking anyone that has been frauded by Xsolla to climb on board the lawsuits as these progresses further through the ********** Legal System.

  Basically, this is a fraud case and as it falls under the **** act which in laymen terms means,

  The Racketeer Influenced and Corrupt Organizations Act (****) is a federal law (codified at 18 U.S.C.  1961-68) targeting organized criminal activity and racketeering. **** enhances existing criminal punishments and creates new causes of action for acts done as a part of an organized criminal enterprise.

  I want to have this all put out publicly by the Better Business Bureau to try and help prevent others from throwing their money away when these organizations do not honor the purchases made by individuals on their game site.

  You can see by the responding emails from both Xsolla and the game makers that use Xsolla to process their payment is simply screwed as they blame the other for the issue, but no restitution is found.

  This is the fraudulent scam.

  Let's let it play out in court.

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

  Business Response

  Date: 12/14/2023

  We thank the customer for the follow up.

  
  After conducting a comprehensive investigation, we observed that all the purchases were successfully delivered to the customer. It appears that the chests containing the items were clicked on in-game after receipt, although it could have been inadvertently. We regret that the customer has deleted their account, as we could have assisted them and provide information on when all those actions occurred. 

  Concerning feedback on undelivered purchases in general, we are pleased to report that such comments have been minimal, primarily stemming from misunderstandings. We consistently address these issues with satisfaction, either by guiding customers through the resolution process or promptly issuing refunds for undelivered purchases.

  
  We sincerely apologize for any inconvenience caused and are available to address any further concerns.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 20844799
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/17/2023

  Type:Order 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 reaching out to Scopley about an issue with my account for nearly 2 months with no resolution and weeks in between support replies. I won the choco partners competition and NEVER received my prize. As choco partners came to an end the app started glitching which was advised by Monopoly Go and many others in their trading group. I sent a screenshot of the error I received. Provided way TOO much time to get this resolved.

  Business Response

  Date: 12/21/2023

  Upon receiving a significant complaint, our team diligently strives to address the issue promptly. Occasionally, this may lead to a delay in receiving rewards. We recommend waiting 24 hours after a bug is resolved to ensure the accurate reflection of your rewards. Please be aware that our team is currently handling a high volume of requests. Despite this, we value your gaming experience, and as a gesture of appreciation, we have sent you 75 rolls.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20825898
  
  I am rejecting this response because: 

  We are much past 24 hours. We are at over 3 months without resolution!

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

  Business Response

  Date: 03/08/2024

  Hi there, 
  
  There were no bugs or anything affecting your gameplay for that specific matter. I can confirm that. 
  
  If you'd like us to take another look we advise you to contact us from inside the game. 
  
  Thank you

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 20825898
  
  I am rejecting this response because:

  I will not contact through the game again. This is insane that this has taken. Me 6 months to get this far. 

   

  I need assistance in this claim, not to be told to contact again, how is that even a reasonable response. 

   

  There was documented bugs BY SCOPELY during the choco partners event. 

   

  I've played several other partners events without issue. 

   

  Please actually put effort in to resolve and give me my 5k dice, token, money and card pack ??

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