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:11/17/2023

  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.

  Monopoly Go. I reached out for support of a problem within the game where I have proof I was not getting credit for a partner tournament which caused me to have to complete myself to get the winning after the partner showed me we made it and had different results than me. To win this challenge I had to buy dice to complete. I reached out and followed up after submitting the support ticket over a week later and I email them everyday. No resolution. No compensation and they give me the run around saying they are looking in to it and nothing else. I need help resolving this issue. This company is stealing money from People and not working to provide updates or compensation for their errors and issues

  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.

• Initial Complaint

  Date:11/16/2023

  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 was in the middle.of completing the partners car challenge on Nov 1 and I had paid quite a bit of money on all the cars and on the last one I was trying to finish to get my prize and the game glitched so I was unable to. I went to your ******** page and there were hundreds of players saying the same thing. Eventually the partners challenge ended since the glitches started about 2 hours before the end of the challenge and Even tho they knew there were issues they let the game time run out. I was unable to finish. Scopely Gabe some people a little compensation 200 rolls like that was helpful but I got NOTHING. Some people got what they would have gotten if they completed the challenge which was **** rolls and play $ as well as new stickers for the other challenge. I got Nothing. I have tried to reach out but I got a message saying to reboot . I want what I am owed You take $ for this game so the contest need to be fair if you are aware of issues then you should be trating it like a real contest since we pay $ for playing

  Business Response

  Date: 12/18/2023

  Thank you for bringing the glitch on the specified date to our attention. Our game team is aware of the issue, and when we detect major bugs, we make it a priority to reward our players for any inconvenience caused. We apologize for any confusion, and we understand that you may not have claimed your reward.
  There could be various reasons for this, such as the timing of your log-in to the app. Nevertheless, to express our apologies and appreciation for your understanding, we have credited your account with some bonus dice.
  We hope you continue to enjoy playing our game, and if you encounter any further issues, please don't hesitate to reach out to our support team.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20818664
  
  I am rejecting this response because:I never received the dice you seem to keep saying I got.  If you are talking about the 100 dice u received from customer service thar isn't even close to compensation for missing out on over 5k dice.  I also would have gotten a lot of other items for it including a new token that would have completed a shelf and that also would have given me more dice, I would have gotten a new card that would have given me 20k dice because I would have finished my board.  I understand thatnyou think you can just give me a few dice and I'll go away but I spend hundreds on your game and I was cheated out of a lot of the prizes I should have received.   I want at least half of what I would have gotten to complete because of the amount of $ spent trying to get to the end of the partner cars and then having to spend more to get the card I would have gotten for completion    You sending me 100 dice doesn't even get me around the board once.  MONOPOLY go has gotten more abs more greedy and I would think that every remaining player would be valuable.  It doesn't seem that way tho. I feel like you don't value me as a customer and you think that because your product is virtual it means you don't have to provide a platform that is fair and honest but I pay for your product and I should get what I pay for.  Please make this right and do what you would want a company to do in my situation
  
  Sincerely,
  
  Whisper ******

  Business Response

  Date: 02/28/2024

  We apologize for any inconvenience caused by the payment issues you're encountering. Please contact us through the app. Occasionally, we may experience higher than normal volumes, but rest assured, we'll assist you as promptly as possible.

• Initial Complaint

  Date:11/03/2023

  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.

  Several times this company's game app has crashed and caused loss of progress/rewards/ prizes. There is ZERO customer support and the supposed Chat function is non-operational or automated without human support. In this latest game crash I lost a significant amount of purchased items and game progress and have emailed Scopely support asking for a refund of my last purchase but NO ONE at the company has responded.

  Business Response

  Date: 12/18/2023

  Hello,
  Thank you for reaching out to Monopoly Go! Our dedicated team is here to assist you 24/7. If the waiting time seems longer than usual, rest assured that we will still get to youit might just take a little more time. Your patience is greatly appreciated. Thank you for supporting Monopoly Go!

• Initial Complaint

  Date:11/03/2023

  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.

  I've spend probably close to $500 on Monopoly Go. The game is fun and I've had a good time. However, there are times when I've run into some technical issues and I reached out to customer support for help. The customer support agents seem to be computer generated never reads the messages and they respond with nonsense that doesn't address the problem I had.The most recent issue is that I spent over 200 dollars for game dice and then won free parking and events. Then their servers went down. When the server came back up I was down from **** dice to **** dice. That's a lot for this game, .I tried reaching out to support and they responded with some computer generated answer. All I wanted was the dice added back to my account but support responded with they can't do anything for refunds and to contact apple support

  Business Response

  Date: 11/10/2023

  Thank you for contacting us regarding the technical issue you experienced while playing Monopoly Go. We apologize for any inconvenience this has caused and appreciate your feedback about our customer support.
  We understand that it can be frustrating when a technical issue arises and prevents you from enjoying the full experience of the game, especially after spending a considerable amount of money.
  Regarding your issue with the game dice, we would like to assure you that we will investigate the matter further and do our best to assist. Please send us an email via our in-game support by providing your account details and choose the issue or concern you want to report.
  Please understand that as per Apples policy, refunds must be initiated through the Apple store, as it's the payment platform you used. Our team can only address issues within the game system.
  We apologize for any confusion or inconvenience this may cause you and urge you to keep us posted as soon as possible. We are committed to providing you with excellent support, and we appreciate your patience and cooperation in resolving this issue.

• Initial Complaint

  Date:11/02/2023

  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.

  I have never ordered, inquired or played any game from Scopley. I had a series of games surreptitiously loaded to my smartphone. I have researched how to remove this group of game programs. The only approach that I found is ridiculously complex and has to be done one game at a time. The consequence of this is the my smartphone screen is frozen.In my opinion, this is a fraud for the following reasons:1. This program was loaded through some other software/program.2. There is no way to conveniently remove the software.3. In my effort to find the exit or remove the programs, they are loaded with promotions for other programs. I wish nothing more than an convenient way to eliminate this software from my phone.

  Business Response

  Date: 11/06/2023

  Hello,

  Thanks for writing in. We are sorry to hear that you are having trouble removing apps from your device. Removing ********************** apps is the same easy process are removing any other app. Here is some help on how to remove apps depending on your platform:

  iOS - *************************************************************

  Android - ********************************************************

  If they continue to have issues, we recommend reaching out to their platforms support or device manufacturer. 

   

   

• Initial Complaint

  Date:11/02/2023

  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.

  monoply go didnt give me my first place prize with was also a guaranteed stickers. i need my dice ****. and my sticker pack. my wheels. and my money. photo shows 2nd place but i made it into first and never got a photo. but did not get my prizes.

  Business Response

  Date: 11/10/2023

  Thank you for taking the time to contact us and informing us of the issue you are facing with your first-place prize in Monopoly Go.
  We understand how disappointing it can be to miss out on your rewards, especially after putting in a lot of effort to achieve it. We apologize for any inconvenience this may have caused you.
  To help you with this issue, we would like to request that you contact us through the in-game support channel, which you can access by going to the settings menu. Once connected, please submit a ticket explaining this issue in detail and include the relevant game information such as your account name, ID number, and the dates and times the game was played.
  Our team will investigate and rectify the matter as soon as possible so that you can receive the dice, sticker pack, wheels, and the prize money you are owed.
  Thank you, and we appreciate your patience as we work to resolve this matter as smoothly and quickly as possible.
  Best regards,

• Initial Complaint

  Date:11/02/2023

  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.

  The game Monopoly Go game glitched on 10-3-2023 causing me to lose progress in the form of tournament accomplishments, purchased items, and other rewards. The company acknowledged the problem and advised that the affected players would be compensated after their investigation was completed. I received inadequate compensation in the form of a small amount of in-game rewards, which pales in comparison to what I lost and missed out on due to the glitch. The in-game customer service feature was ineffective for me as I was unable to reach an actual person and it appeared to not be working properly. Due to that, I attempted to reach out to the company via their website and social media accounts. No one ever responded to me via the social media accounts. I finally received an in-game response telling me that the issue was still being looked into. That was my last correspondence from this company. No one ever reached out with a solution, apology, or anything. I have spent money on this game, and I feel that the company could care less that I had an issue and did not make a real effort to address my problem. I would like to receive the items that I lost or missed out on due to the glitch, or I would like a comparable refund of my money.

  Business Response

  Date: 11/10/2023

  We are sorry to hear about the progress you lost in Monopoly Go due to a technical glitch on 10-3-2023, and the subsequent inadequate compensation you received. We understand your frustration and the severity of the matter.
  To further assist you with this issue, please submit a ticket through our in-game support channel, which can be found in the settings. Please provide us with your account information and details of the items that you lost due to the glitch. Once received, we will investigate your case further, ensuring that you are compensated appropriately.
  We would like to reiterate that we are committed to providing our players with excellent customer service and satisfaction. We apologize for any inconvenience this issue may have caused and assure you that we will work with you to resolve this matter in a fair and timely manner.
  Thank you for bringing up this concern to our attention, and we appreciate your patience and cooperation in resolving this matter.
  Best Regards,

  Customer Answer

  Date: 11/18/2023

   
  Complaint: 20797354
  
  I am rejecting this response because: I have already done this...more than once. The customer service feature is grossly inadequate and has been a waste of time thusfar.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/21/2023

  Upon receiving a significant complaint, our team diligently strives to address the issue promptly. Our team decides on the mass rewards to send to our players that is fair to everyone. We apologise if you are unsatisfied with your compensation. We are constantly doing give aways in our social media channels every day. 

• Initial Complaint

  Date:11/02/2023

  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 am currently a costumer of scopely games. More specifically MonopolyGO. I spend money to play the game and purchase different products throughout the month. I am currently loosing up to 400$ per month to other players who are violating scopely fair play policies. Despite advertising their commitment to fair play they have no way to report players who are cheating. I have tried to contact customer service ************************* costumer service just leads back to their fair game policy. They have no customer service that is not automated and that does not lead back to the fair play policy. I have been in contact with over 100 other players who are also experiencing fair play violations and they too have tried every available avenue to contact customer service but as I said it is a loop that leads you back to the policy. I believe as a paying customer ******************** should do more to maintain fair play and provide all customers with the ability to report players who violate their companies fair play policy. Ignoring paying customers takes away our voice and cost us hundreds of dollars each month.

  Business Response

  Date: 11/10/2023

  We appreciate your loyalty to our game MonopolyGO and your contribution to our community by playing and spending money on the game.
  We apologize for your frustration regarding the issue of fair play violations and your inability to report such players through our customer service. As you know, fair play is a crucial aspect of our game, and we are dedicated to ensuring that it remains a level playing field for all our players.
  Please be informed that our automated customer service system is only designed to handle common customer issues and provide appropriate solutions. However, we understand that situations may arise that require a more personalized approach.
  To facilitate the resolution of this issue, we would like to request that you send us more information via the in-game support feature regarding the player(s) who violated our fair play policies. We can investigate the situation further and take the necessary action to maintain the integrity of our game.
  Thank you for bringing this matter to our attention, and we would appreciate your cooperation and patience as we work towards a suitable resolution.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20796977
  
  I am rejecting this response because: this is the exact problem we are all having. The ingame support is a big circle that leads you back do explaining the rules. There is no way to actually contact customer service. I can only find the automated response that just tells you that they have received your feedback and will work to improve the game. I need an email address or a link that allows me to actually contact customer support for this issue. And if there is a way to contact someone or her then a machine it is hidden so deep in the game that none of us can find it. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/21/2023

  We understand the inconvenience you've faced, and we apologize for any disruption. Currently, our team is dealing with a higher volume than usual, but rest assured, we are committed to responding promptly and assisting you. If you have any additional feedback, please don't hesitate to share it with us. Our team is dedicated to ensuring a fair and enjoyable gaming experience for all. Your input is valuable in helping us enhance the overall gaming experience. It's important to emphasize that we do not engage in any unfair practices; the gaming experience is intentionally designed to be random and unbiased. Thank you for your contribution to our ongoing efforts to improve the overall user experience.

• Initial Complaint

  Date:10/27/2023

  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 have been trying for a week now to restore my Monopoly Go progress that was completely lost after an update. It even shows zero progress when connected to ********* I have opened multiple tickets with customer service. When I provide ALL requested information, customer service stops responding.

  Business Response

  Date: 11/10/2023

  Thank you for contacting us regarding your lost progress in Monopoly Go. We are sorry to hear that you have been experiencing this issue for a week and have had difficulty resolving it through customer service.

  
  To assist you with this issue, please provide us with your Monopoly Go user ID so that we may investigate this further.
  We assure you that we are committed to providing you with excellent customer service and resolving this issue in a timely manner. If you require any further assistance, please do not hesitate to let us know.
  Thank you for your patience and cooperation in resolving this matter.
  
  

• Initial Complaint

  Date:10/23/2023

  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 have spend well over $2000 with this game. Just today i spend over $200. The purchase was for a guaranteed missing card that paid $108. I did not received the guaranteed new sticker. I spoke with the support team yesterday about another guaranteed sticker that I was not given. This app takes your money and do not give the rewards as stated!

  Business Response

  Date: 11/10/2023

  Hello,
  Thank you for informing us about the issue you've been experiencing. We apologize for any inconvenience that this may have caused.
  At this time, we kindly request that you reach out to us through our in-game support channel as we are better equipped to handle inquiries regarding purchases and missing rewards through this avenue. Kindly navigate to the in-game settings, select the "Support" option, and follow the prompts to submit your inquiry.
  If you require further assistance, please provide your account details in the inquiry, and we will investigate this matter further.
  Thank you for your patience and cooperation in resolving this issue.