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:10/05/2023

  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.

  I have been reaching out to support for about a month. I struggle with personal issues and I wanted my account deleted ans a refund. Support has NOT responded to me at all. I feel as though this company is truthfully taking advantage of my poor mental health.

  Business Response

  Date: 10/13/2023

  Hello!
  
  I am sorry to hear about your experience, please select the correct response from our CS contact us field and we can delete your account. In addition if you already tried that, please provide here your ticket ID number.
  
  Thank you

• Initial Complaint

  Date:10/05/2023

  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 august 25 2023 I purchased a pack bundle that included ********************************************************************************************** a guaranteed missing sticker that would of finished a sticker set for ************************************************************************************************************** a golden lion token ****0 dice and Monopoly money Instead of receiving all the rewards I would of got for purchasing the pack and completing a sticker set and album fully I received a error message from the Scoply game monopoly go I didnt get anything but the money taken from my account . After reaching out to Scoply store nice the date of the transaction theyve done nothing but ask me my account info and apologize and close my ticket saying to contact apple for a refund When I contact apple they tell me they cant do nothing when I reopen a ticket with Scoply they give me the run around for days before closing my ticket Ive spent a lot of time and money playing this game trying to complete numerous sticker sets to be able to complete the album for big rewards all to get a error message when I paid for something that would of completed my album fully. Theyve done nothing but give me the run around The second to last ticket they closed on me they apologized and gave me 1 monopoly dollar knowing I cant do absolutely anything with it I feel they were mocking me. Im hoping you guys can do something they shouldve be allowed to get money for their game if they arent gonna give people what they paid for . What Scoply is doing and wrong and they deserved to be held accountable I have all screen shots of my tickets made and purchased transaction and the error message when I bought the pack . The picture of the 1 monopoly dollar was their gesture of good will My username is -aGemfg My user id number is -********

  Business Response

  Date: 10/13/2023

  Hello aGemfg,
  We're sorry to hear that you're experiencing issues with your purchase. In order to assist you with this, we kindly ask that you contact us directly from inside the game, as this will allow us to investigate and resolve the issue in a more efficient manner. Our team will be able to verify your account, review your purchase history and resolve any outstanding issues.
  In the meantime, please keep those screenshots ready as it will help speed up the resolution process. Thank you for your patience and understanding.
  Best regards,

• Initial Complaint

  Date:10/05/2023

  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.

  There was a accidental purchase on account. I immediately contacted the company and keep being told we will respond within 2 to 4 days. No one has responded and today another charge was added that we did not make.

  Business Response

  Date: 10/13/2023

  Hey there!
  
  Could you please provide us with the ticket ID so we can check what happened?
  
  Thank you

• Initial Complaint

  Date:10/04/2023

  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 spent a ton of money on this game. I have messages their customer service support with complaints and get no response. The game owes me rewards and they simply refuse to acknowledge my messages.

  Business Response

  Date: 10/05/2023

  Hello,

  Thank you for bringing this matter to our attention. We apologize for any frustration you experienced with not receiving your rewards and not receiving a response from our customer support team.
  We would be happy to investigate this issue further to help resolve this matter for you. Please provide us with any additional information that could help us identify the issue.
  In order to troubleshoot the situation and verify the status of your rewards, we will need your login information.  At your earliest convenience, please contact our customer support team with your login information and they will be happy to investigate the issue.
  We appreciate your patience and understanding in this matter. Please let us know if you have any additional questions or concerns.
  Best regards,

• Initial Complaint

  Date:10/04/2023

  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.

  User id ******** Consistently missing items purchased. Support says that they show items are received but Ive never received them. Wake up the mornings missing dice. Missing sticker packs. This game should definitely be removed from all platforms

  Business Response

  Date: 10/05/2023

  Hello,

  Thank you for taking the time to bring this matter to our attention. We're sorry to hear about your missing items. While we're unable to resolve this issue through the BBB platform, we recommend contacting our customer support team for assistance with this issue. They will be able to investigate your account and resolve the problem.
  We appreciate your understanding and cooperation in this matter. Please do not hesitate to contact us again if you have any further questions or concerns.
  Best regards,

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20625431
  
  I am rejecting this response because:
  I have reached out to what they call customer service several times with no resolution 
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/26/2023

  Hello thank you for the additional information provided our team has your case number and we will be investigating this today so that we can get you your purchased items

• Initial Complaint

  Date:10/04/2023

  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.

  On August *****th 2023- I am very unhappy with customer services lack of support. I sent screen prints 3 xs for 3 over charges @3.99 each for dice cash and stickers and missing points ***** in dice from a game win. The customer support listed these as a known issue. Customer support responded that I would be credited within 5 day. I was not. Additionally, I have sent in multiple request for updates and sent the issue to them on all of their platforms with zero response. All I want is the game credited for the purchases and the wins. My game UserID ******** 3 purchases @3.99 for dice cash stickers 8/27/3023 On game site Monopoly Go.

  Business Response

  Date: 10/05/2023

  Hello,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience and frustration you experienced regarding the overcharges and missing points in your game account, as well as your dissatisfaction with the customer service you received.
  We are sorry for the delay in investigating the issue and crediting your account as promised. We assure you that our team is working diligently to address the issue and correct any errors in a timely manner. However, we do require access to your login information in order to investigate the matter further.
  Therefore, we kindly request that you contact our customer support team with your login information so we can investigate the issue and issue any owed refunds or missing points.
  We understand that this has caused you frustration and disruption. We apologize for any inconvenience and we assure you that we will do our best to resolve your issue as soon as possible.
  Thank you for your patience and understanding. Please let us know if you have any additional questions or concerns.
  Best regards,

• Initial Complaint

  Date:10/04/2023

  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.

  The company is charging me more for the same things as others. Their support teams uses the exact same cut and paste message system for any complaint and refuses to address the actual complaint. I have asked to speak with an actual human for weeks with no response from a human. They are openly allowing other players to steal items from me with no compensation. This entire game is a scam. This company is redlining consumers and it's refusal to address complaints on its own is enough to shut it down for fraud.

  Business Response

  Date: 10/04/2023

  Hi,
  
  Can we please know which game the user was playing?

  Business Response

  Date: 10/04/2023

  Hi,
  
  Can we please know which game the user was playing?

  Customer Answer

  Date: 10/09/2023

  Monopoly Go

  Business Response

  Date: 10/20/2023

  Hello,
  We are sorry to hear about the issues you are experiencing with our company. We want to assure you that we do not discriminate against any of our players in any way.
  Regarding your complaint, we apologize for any inconvenience this may have caused you. In order for us to assist you further, could you please contact us from inside the game? This way, we can investigate the matter and work with you to find a suitable resolution.
  We understand your frustration with receiving generic responses from our customer support team. We are continuously working to improve our support system and we appreciate your feedback.
  Please know that we take all complaints seriously and are dedicated to resolving all issues our customers experience.
  Thank you for bringing this matter to our attention.
  Best regards,

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20618989
  
  I am rejecting this response because:

  They use the same 3 cut and paste responses in the game. None of those responses ever pertain to the actual issue that is mentioned in the complaint. They refuse to actually have a human being respond to complaints. And issues are never resolved properly.

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

  Business Response

  Date: 12/21/2023

  We acknowledge the inconvenience you've encountered, and we apologize for any disruption. It's important for you to know that our team is committed to maintaining a fair and unbiased gaming environment. If you've experienced a double charge for any item, please contact us directly through the app for assistance with a refund.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20618989
  
  I am rejecting this response because:
  

  Does anyone even read the ACTUAL complaint??? They still have not addressed the issue at all or even responded with an intelligent response towards what I am actually complaining about. This is the problem with contacting them. It's the same ******** cut and paste messages without addressing the problem. And NO ONE is doing anything to correct it.

  This company should be banned from doing business in *****************. They need an F rating from the BBB. Someone needs to ACTUALLY do something about s*** like this in our country instead of allowing these scamming companies to run rampant. 

  DO SOMETHING!!!!

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

• Initial Complaint

  Date:10/04/2023

  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.

  Gambling in disguise, not disclosed. They change the rules whenever they want, and do not disclose imperative aspects of gameplay. I spent hundreds of dollars acquiring currency in the game only to have it all stolen in one swoop from another player not on my friends list, in an amount thousands of times higher than any previous. That is extremely sketchy. I did the math and even if it was a mega heist on a x1000 roll it should not have been that much. They changed the mechanics and rules multiple times after making my purchases, devaluing what little I did take away from the purchases. What you get for what you pay is nowhere near what it should be. I have struggled with gambling in the past and this game is marketed as family friendly even for kids yet completely sucked me as it is 100% gambling in disguise, without me even realizing it. This is the definition of predatory. Crucial aspects of gameplay, and the effects of the purchases are not transparent.

  Business Response

  Date: 10/05/2023

  Hello,

  Thank you for bringing this matter to our attention. We're sorry to hear that you experienced a negative gameplay experience while playing our game and that it caused you to feel frustrated and misled.
  Please be advised that our game is intended for entertainment and is controlled by chance. We do not promote gambling activities as we abide by the rules and regulations placed by the gaming industry. Concerning the changes to the game rules and mechanics, we continuously update our games to provide a better experience for our players while abiding by industry rules and regulations.
  As for your accusation of predatory tactics, we are committed to providing a transparent gaming experience for all our players. The functions and effects of our in-game purchases are clearly stated in the terms and conditions before any transaction takes place.
  Regarding the issue of losing your purchased currency, it's essential for us to run an investigation to ensure that no cheating or biased activities are related to the account. Please reach to our Customer Support and we will investigate the matter immediately.
  Our team takes the issue of customer satisfaction seriously, and we apologize for any inconvenience this has caused you and promise to work diligently to resolve your issue.
  Thank you for your patience and cooperation. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team.
  Best regards,

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20617920
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/20/2023

  I think any game that is advertised a family game yet relies on in-game purchases to be able to play, and chance, should constitute gambling. Not to mention the packages you offer are based on spending history, meaning players who have spent more will be offered a more expensive package, while people who have not payed as much will be offered a cheaper package. Its all gamified and set up to **** you in then quickly waste all your resources so you need more. As someone whose struggled with gambling, it feels exactly the same. Also Im not happy with the way things have been handled in other areas. Multiple times you have allowed glitches to give some players massive advantages, for extended periods of time, while the rest of used our time and money to play fair. Overall I feel totally scammed from this application and a victim of predatory tactics that really shouldnt be present if it really was the innocent game it falsely advertises itself to be. 

  Business Response

  Date: 11/15/2023

  Hello, Thank you for your follow-up message and for expressing your concerns about our game's in-game purchases and dependence on chance. Our game is designed to provide an entertaining experience to players of all ages. The in-game purchases allow users to customize their experience and enhance their gameplay, but they are strictly optional and are not linked to gameplay progression. Additionally, we offer our players the opportunity to earn in-game currency through gameplay, leaving the choice of whether or not to purchase in-game currency in the hands of the individual player. Regarding your concern about package offerings, our approach is based on giving players the flexibility to choose packages that suit their needs and budget. It should be noted that all package prices are fixed and do not vary based on the customer's transaction history. Regarding the issue of glitches that *** have given other players an advantage, we take such issues seriously and will investigate any such reports to ensure fairness and equity. Please contact our customer support to report any instances where you believe this to have occurred. We want to assure you that our company is committed to ethical gameplay and providing transparency to all of our players. We apologize for any negative experience you *** have had and hope to resolve these issues to your satisfaction. If you have any additional concerns, please contact our customer support team, and we will do our best to address them. Sincerely,

• Initial Complaint

  Date:09/29/2023

  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 sent a dozen messages since July. There was some form of a glitch on the game where an entire album (lion one) needed to be redone and NO rewards were recieved. This is part of their known issues and many others were compensated. They wont even reply to 1 of my dozen complaints. After conpleting the lion album, it is supposed to progress, instwad i started back at the beginning if the lion album, except that every set said completed when i had not even started it. In other words, after comlleting each set i received no rewards because it already said set completed. I have sent numerous screen shots to prove this was happening and as mentioned i know many others that had the same issue and were reimbursed for the 20k+ dice they lost and money. I have sent probably 10+ messages and get nothing in return yet i am a paying customer and have boughten numerous packs. Its ridiculous why they ignore paying customers messages.

  Business Response

  Date: 10/05/2023

  Hello,

  Thank you for bringing this issue to our attention. We are sorry to hear that you have experienced such difficulties when playing our game and that you have not received any response to your previous inquiries.
  We understand that you've encountered several issues when completing the Lion album, and you have reported these issues to our customer support team. We can assure you that our team is working diligently to investigate the matter and provide the necessary compensation.
  We apologize for any inconvenience caused by these issues, and we appreciate your patience as we work to address them. Please reach out to Customer Support, so we can investigate this matter and make the correction immediately.
  We understand how frustrating this can be for you as a paying customer, and we assure you that we are dedicated to providing high-quality customer service. We assure you that our team will reach out to you shortly with an update on the issue and the necessary compensation for the inconvenience experienced.
  Once again, we apologize for any inconvenience and appreciate your understanding regarding this matter. Please do not hesitate to reach out to our customer support team if you have any further questions or concerns.
  Best regards,

• Initial Complaint

  Date:09/27/2023

  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 was missing a card that I needed, so I went to the official MonopolyGo card trading ******** page. This is the page they recommend in-game. I posted what I had to offer and was offered a trade by someone named *******. I sent my card, he blocked me and never sent his. I reached out to support and was told to wait 24 hours. It's been days now, and I've reached back out multiple times with no help. If I don't get my card back, or the card he was supposed to send me, I want a refund of all the money I spent on this game. I will not pay money to a game who doesn't stand behind their business recommendations and who let's scammers do whatever they please with no repercussions.

  Business Response

  Date: 10/05/2023

  Hello,
  Thank you for reaching out regarding multiple concerns in the game.
  
  For your concern about being scammed in Monopoly Go! Trading Groups. We do encourage our players to wait at least 24 hours when trading with someone. If the said timeframe has passed and still none was received or if the agreed Sticker was still not sent, feel free to reach out to our Community Managers for assistance. We would like to sincerely apologize for this. Tightening the group's security is already one of our priorities.
  
  I hope this clarifies all of your concerns and questions. If you have any other questions or concerns, please don't hesitate to message us to our Customer Support. Thank you for your kind understanding.

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20581503
  
  I am rejecting this response because:
  

  This is the same cut + paste response I've been provided multiple times now - as evidence in the submitted screenshots. I've reached out as they've said and nothing has happened. This is ridiculous. I will be asking for a refund for all purchases due to fraud if I'm provided this response one more time. 

  Take responsibility for your game and your company. Shame on Scopely. 

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

  Business Response

  Date: 10/20/2023

  Hello,
  
  I apologize for the negative experience you had with our CS. 
  
  Please feel free to reach out to our community managers since they can help you with this.
  
  Best Regards,

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20581503
  
  I am rejecting this response because:
  

  I have already done these steps. There has been no help provided to me, hence why I have tried to escalate this repeatedly. 

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

  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.