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:08/15/2023

  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.

  This company has not responded to any of my complaints regarding their software malfunctions. I continue to have the same problems. My in game ship which I paid money for stops collecting cargo (nanoprobes) repeatedly and I have not heard back once from Scopelys customer service. I have wasted several hours playing a game that wont function properly.

  Business Response

  Date: 08/17/2023

  We have followed-up with the customer via the email mentioned on their complaint, as we couldn't identify the player ID solely using the information provided (that email address does not appear to be linked with one of our game accounts).

• Initial Complaint

  Date:08/15/2023

  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 made numerous transactions on this application. The first time they over charged me I just disputed it and went on my way. The second and third time they over charged me I contacted them and have received no answer back. Its been a week since, and I have ticket numbers but I cannot get to an actual human to solve my issue. I have 4 ticket numbers (I only have the one because the chat function cleared my chat) heres the first ticket number: ******* I made a $106.61 transaction on July 6th and was also charged an extra $53.30. On July 7th I made a charge and was charge for $53.30 and it came up as a charge of $106.61. I did not receive any extra game rewards, nor do I want the extra rewards. I would like to have my refund of the full $106.60 that I am owed!

  Business Response

  Date: 08/18/2023

  We are sorry for the issues the player experienced with these purchases. Unfortunately we can't issue refunds from purchases made on the Apple Store as they handle those exclusively. 

  We are happy to contribute with a compensation in order to improve this player's gaming experience in case they would like to have one.

  Thanks!

  Customer Answer

  Date: 08/25/2023

   
  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.
  
  

• Initial Complaint

  Date:08/12/2023

  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.

  This complaint is about the game Monopoly Go! made by Scopely. On 07/01/23 I attempted to make some in-app purchases for digital goods that would help me advance in the game using my Apple ID which is like a pre-loaded Gift Card. None of those payments went through and I didnt receive the items I attempted to purchase: Apple has removed the ability to make in-app purchases using Apple ID. I move on and think nothing of it until today 07/10/23 when I am promoted to update the App before I can continue to play. Upon updating I am prompted to update payment info for previous charges that were never finalized I do so with my PayPal. As soon as the app finishes updating I see a charge of $42.33 on my PayPal for previous charges. I called Apple and they said I can not receive a refund because they are previous charges that were never finalized and that I would have to contact the developer. I try to contact these guys and it is IMPOSSIBLE. There is no phone number, the app-support just takes you in loops and loops and you end up in the same place you started. I never received what I paid for. i have included some images of examples of what packages you are purchasing. I would like a refund. I have started a dispute with Pay-Pal. The next place is the bank. Transaction: *****************

  Business Response

  Date: 08/18/2023

  Unfortunately only Apple can refund purchases made through their store as Scopely has no access to their panel. 

  We sent this player as a token of our good will the following compensation hoping they can enjoy the game and also get the refund they are asking for:

  Dice rolls: 700

  MONOPOLY Money: 30.000.000

  Sticker packs: 10

  Thanks!

• Initial Complaint

  Date:08/12/2023

  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 scammed me out of $300 I spent on preparing for a cooking partner event in monopoly go because I heard it took a lot of dice rolls to bake the cakes. The day the event was released, there were many bugs and failures as listed on their website and social media page. I was about to complete the event using about $230 of the $300 I spent to do so, and everything In the game reset back to before I had made that purchase. Now Im out $300 and Scopely customer service only responds with we need more information on a loop and has me re-explain the issue. Somebody needs to take these people down.

  Business Response

  Date: 08/18/2023

  Unfortunately we can't refund purchases made through the Apple store. We can offer and send compensations as we did and it is shown on the screenshot shared by the player.

  Any refund needs to be redirected to Apple as they are the only ones capable of issuing one. We would like to offer further assistance in case the player wants to reach out to us again.

  Thanks!

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20290288
  
  I am rejecting this response because:
  Due to the many different payments I made before all the bugs made the game unplayable for me and stuck me in the daily community box preventing me from using the currency I purchased. I do not accept this response because scopely knows full well the game was unplayable and full of issues and yet they offer a very small compensation no where near making up for the currency I lost during these issues. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/20/2023

  Upon identifying a bug, our team consistently initiates a widespread compensation effort for all affected players, recognizing the significance of your gaming experience with Monopoly Go. We have elevated your experience to our Player Experience team as feedback

• Initial Complaint

  Date:08/01/2023

  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.

  This is pertaining MonopolyGO. My user ID is **************** is about an In-App purchase. I purchased Offer 15 on June 17, 2023 because it was a very good deal being it was a first time purchase, but I did not receive the purchased item. I contacted support that same day which I was told that Ill be responded to in 2-4 business days. I got the response & was asked to provide proof of purchase which I did. I paid ***** & I have a screenshot of the purchase. Now It is June 29, 2023 & I cannot get ********** mean no kind of support. I make purchases with this developer on multiple occasions. Please & I ask Again Please either give me the items that I purchased or refund me.

  Business Response

  Date: 08/08/2023

  After checking this account we found out that a purchase for that amount was done on June 18th. The following items were credit to the account:

  rolls: 3200
  rolls (bonus): 15000

  We also found an open ticket: #******** and we are currently handling it. The requested missing items will be sent to this player's account.

  Thanks!

• Initial Complaint

  Date:08/01/2023

  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 am a home health care provider. My disabled adult client asked me to use my debit card to make a single, less than $10 purchase. I agreed. He told me he did not save my card info on his computer. This was 10 days ago. Multiple balance checks have shown me Multiple charges against my account from **********************, each subsequent charge larger than the previous. Scopely told my client that he hadn't cancelled within their 24 hour window so now he can't cancel. He attempted to cancel my debit card by phone and email. Tomorrow, July 5th, over $600 in more charges will come out of my account. In 10 days ********************** will have STOLEN over $1500 and is very near overdrawing my account. I was trying to help my client in good faith and got grossly taken advantage of by them. Health care pays poorly enough without unscrupulous companies pilfering my very hard earned money. I expect immediate restoration of the monies they took from me.

  Business Response

  Date: 08/02/2023

  Hello,

  Can we please know which game the charges were made in?
  

• Initial Complaint

  Date:08/01/2023

  Type:Billing 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 had a paid account on *********************** Yahtzee with buddies. I was banned without warning for cheating which I never cheated. I tried contacting them multiple times and they said I could never recover my account because I was suspected of cheating. I had accumulated lots of paid items that are now lost. I just want my account back.

  Business Response

  Date: 08/18/2023

  Thank you for reaching out to us, but unfortunately, we cannot restore your account due to the violation of our Terms of Service regarding score manipulation. We understand that you may have made a mistake, but maintaining the integrity of our games to ensure fair gameplay for all players is crucial to us.
  
  Based on our investigation, which revealed that you manipulated your gameplay scores and breached our rules and regulations, we have determined that appropriate actions must be taken in accordance with our policies. We regret any inconvenience this may cause you, but we hope you understand our position on the matter.
  
  Thank you for your understanding, and we wish you all the best in your future endeavors.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20274066
  
  I am rejecting this response because:
  I did not manipulate scores and I have no idea how to do that. The fact that they can accuse me if this without giving specifics is ridiculous. I never violated any rules and did not cheat as *** says before I dont even know how I would do that. I played the game every day for years and I had a paid subscription and they never sent any messages to tell me they were permanently closing my account. One day it just was disabled and Im so upset that they can do this to players that play fair like me. 
  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.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 20274066
  
  I am rejecting this response because:
  They gave me a link to their customer service page and there was no reference to my complaint it is just their basic link. 
  Sincerely,
  
  *********************

  Business Response

  Date: 07/24/2024

  Hello,

  We would ask that this user please reference their ******************** case number in their ticket their CS ticket so we can look at their account information.
  

  Customer Answer

  Date: 08/06/2024

   
  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:07/28/2023

  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.

  This is dumb, but I play a Scopely game called Monopoly Go. I had an issue occur within the game, a technical issue on their end, and I have been waiting for over a week to get it resolved. In fact, Ive been waiting for over a week for them to respond whatsoever. *** contacted them through the app, on their ******** page, and via email to Scopelys support team. I have no idea why they wont answer me. Its like no one works there. Side note, I have also spent money on this app.

  Business Response

  Date: 08/08/2023

  We are always sorry to hear that one of our players is experiencing an issue. After investigating, we found out that the last ticket opened by the player was related to a missing reward from a Tournament (ticket #********) For these cases we let them know that there is a delay in the delivery of rewards but that the items always get granted to their accounts.

  We often compensate players for any inconvenience and we ask in this case that if they didn't receive a compensation to reach out and ask for one using our "Purchase Issue" flow. We will gladly provide the best help and assistance we can.

  Thanks!

• Initial Complaint

  Date:07/28/2023

  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.

  My son who is a minor purchased games from this website marvel strike force and he spent $263.29 without my knowledge on June 9th June 12 and June 13. I just found out and I am trying to contact them via email and chat and I get no replies, I am trying to dispute this charges and get a refund because my son used the card without consent and I am trying to see if they get a refund for these purchases. I need them to contact me and refund this money because Like I said this was done by a minor and without consent and I am tired of trying to contact them with no reply. I also try to call them and the phone number does not exist

  Business Response

  Date: 08/01/2023

  Hello,

   

  We would be happy to look into this further. It looks like our ************* team requested some information from this user which was not provided in their original ticket. We would ask that they please open a new ticket at ************************************ and provide the requested information.

• Initial Complaint

  Date:07/13/2023

  Type:Customer Service 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.

  To whom it may concern, I am writing to file a complaint against this company Scopely for allowing stalkers on the game of Monopoly Go to harass me and violated the community guidelines policy affected on date of July 8, 2023 by 1. Disrupting the gameplay experience of others through abuse. 2. Lashing out at others who play the game with a different style. 3. Cheating or exploiting loopholes in the game, or using mechanics against their intent. THIS HAS HAPPEN TO ME SEVERAL TIMES AND I HAVE REPORTED THIS SAME PERSON WITH THE SAME ISSUE 3 TIMES AND I HAD TO IMMEDIATELY REQUEST FOR AN ACCOUNT DELETION BECAUSE OF THE ISSUE I HAVE TO ENCOUNTER. THEIR RESULTS WAS THAT THEY DID NOT AND WAS NOT WILLING TO HELP ME DELETE MY ACCOUNT AS I WAS LEFT STRANDED IN THIS SITUATION AND THAT I BEEN WAITING FOR A RESPONSE FOR QUITE A WHILE NOW AND THEY DID NOT RESOLVE MY ISSUE AND LEFT MY ACCOUNT AND ME VULNERABLE TO THESE PARTICULAR SITUATION WHERE I WAS AS A VICTIM WAS AT RISK OF MY SAFETY AND MY PERSONAL INFORMATION EXPOSED TO THIS TYPE OF ATTACKS TOWARDS ME AND THIS COMPANY DID NOTHING TO HELP BUT TO ALLOW SUCH UNACCEPTABLE AND VIOLATIONS OF MY SAFETY AND MY ACCOUNT BEING VULNERABLE TO MY PERSONAL PRIVACY INFORMATION. THEY VIOLATED MY PRIVACY AND MY SAFETY ALTOGETHER JUST FOR NO RESOLVING MY ISSUE TO THIS CRUELTY **** OF MONOPOLY GO. THEREFORE, I HAVE NO CHOICE BUT TO FILE COMPLAINT ON THIS SITUATION AS I AM ABSOLUTELY DISSATISFIED WITH THE SERVICE AND THE SUPPORT THEY ARE NOT WILLING TO PROVIDE. AS A RESULT, I WOULD LIKE BETTER BUSINESS BUREAU TO FURTHER INVESTIGATE THIS MATTER EFFECTIVE IMMEDIATELY. I WILL NOT ACCEPT THEIR RESOLUTION TO MY SITUATION AS I ALREADY STATED THAT THEY HAVE VIOLATED MY PRIVACY AND MY SAFETY WITHIN THIS **** AND WILL NO LONGER BE RETURNING TO THIS SERVICES EVER AGAIN. I AM CLOSING THIS AGREEMENT OF THE **** WILL NOT AND NEVER WILL BE COMING BACK AS I AM CONCERN FOR MY PRIVACY AND MY SAFETY FROM THIS ****. THANK YOU VERY MUCH.

  Business Response

  Date: 08/18/2023

  Hello,

  Upon checking, we can see that the user account linked to this email was already removed. If the user has created a new account, please open a new ticket and make a new deletion request. We will be happy to assist you.

  Thank you!
  

  Customer Answer

  Date: 08/18/2023

   
  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,
  
  *********************