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:06/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Complaint Details:Nature of Complaint:Unauthorized account theft Failure to provide adequate account recovery support Unreasonable denial of legitimate ownership proof Account Information:Game: VALORANT (International Server)Username: xanuski Riot ID: something#meizh Original Email: ********************* Server Region: Philippines Incident Timeline:June 5, 2025: Account was hacked (email and password changed)June 5-6: Submitted multiple support tickets (#*********) with: Proof of purchase history (******* VP) Account transaction records Historical login information June 6: Received denial despite providing substantial evidence Key Issues:Riot Support refuses to acknowledge: Valid proof of consistent account usage Substantial purchase history (attached receipts) Willingness to provide any additional verification Their "original creator" requirement is unreasonable for: Legitimately purchased accounts (via ****** platform) Long-term users who aren't initial creators Attempted Resolutions:3+ support ticket exchanges Provided all possible account details Offered to verify through any additional means Damages Suffered:Loss of account with significant monetary investment ($300 USD)Emotional distress from unfair treatment Wasted time (10+ hours) on futile recovery attempts Requested Resolution:Immediate account restoration to ********************* Implementation of better account recovery protocols Formal explanation for initial denial Declaration:I certify this complaint is truthful and filed after exhausting all direct resolution avenues with Riot Games.Sincerely,

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Company: Riot Games Complaint Type: Problem with a Product or Service Your Relationship: Customer Desired Outcome: Full account recovery OR refund of digital purchases Complaint:I am a long-standing customer of ******************, with an account dating back to 2013 and hundreds of dollars invested across multiple titles, including League of Legends, Teamfight Tactics, Wild Rift, and VALORANT. My account was recently hacked, and despite multiple good-faith attempts to verify ownership (including proof of recent transactions), ************ has refused to assist me in recovering the account.Their generic response claims I failed to provide sufficient verification, yet no alternate method or escalation path has been offered. I have been repeatedly told to submit a new ticket, trapping me in an endless loop of denial while losing access to a decades worth of digital purchases and progression.Riots refusal to investigate the breach or provide adequate support is unacceptable and violates basic consumer protections. I am requesting Riot either:1. Fully restore my account and secure it moving forward; OR 2. Refund the full value of all digital purchases associated with the compromised account across all Riot titles.This situation reflects a troubling lack of accountability for digital goods and security practices. I request immediate review and resolution.

• Initial Complaint

  Date:06/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 falsely banned from my Riot Games Valorant account on the grounds of "using third-party software." Riot provided no logs, timestamps, technical details, or proof of this claim. When I requested transparency, they only responded with vague, copy-pasted replies.I submitted a formal request asking for:Logs of the incident that led to the ban;The name and type of the alleged third-party software;Confirmation that the ban was reviewed by a human and not solely by automated systems;Any legal basis Riot claims for withholding this information.Instead of addressing my concerns, Riot sent me a generic message saying the decision was "final" and closed the ticket. When I replied again referencing consumer protection and my rights to data access, they escalated the case to a legal team and completely cut off communication, refusing to engage further.I am a U.S. citizen, and I believe this treatment is unfair, unprofessional, and lacks transparency. Riots own privacy policy claims that users are entitled to information about automated decisions and the logic used, but they have not honored that. I am asking Riot to:Provide logs or evidence of what triggered the ban;Confirm whether a human reviewed my case;Reopen my case for review with proper documentation.I am not asking for special treatment only for transparency and fairness in how my account was handled. I am open to working with **** to resolve this matter, but I do not accept being dismissed without cause or evidence.

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello bbb i want to fill complaint about roit games banned my account for no reason i didn't play league of legends for years after i got my account back and login i found that's my account got banned and i have spent so much money on this gmae pls i need my account back this is the information *********************************#****

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of the transaction:Various dates over the past year2020-2024; most recent payment was made around 2024.Amount of money paid:Approximately $[1,197] in total purchases made in-game (skins, passes, etc.).What the business committed to provide:Access to my Riot Games account and all purchased digital content (including in-game cosmetics and features).Nature of the dispute:My account was banned without clear justification. I did not engage in any cheating or violations. I was out of the country from April 24 to May 5, 2025, and my PC broke before that, so I had no ability to even play the game during that time. Despite submitting multiple support tickets to Riot Games requesting clarification, account review, or a refund, they have been unhelpful, dismissive, and vague, stating only that their decision is ************** response so far:I have submitted multiple tickets to Riot Games support, asking for a specific explanation or reconsideration of the ban. Each response has been generic and unhelpful, offering no transparency or meaningful justification. They have repeatedly closed the case without proper explanation.Advertising details (if applicable):N/A this is not related to advertising.Resolution I am seeking:If Riot Games insists on banning my account, I request a full refund for all purchases made on the account, as I have been denied access to the digital goods I paid for without evidence or due process.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  At sometime last year, I stopped playing Valorant a game developed by riot games. Riot games banned my account for what they call botting. My account was not being used for boarding considering I was playing with friends from work. I put well over $150 into the game to buy their overpriced skins. So I am now out the money and I do not have access to my account where I was playing with friends. I decided a few days ago that I wanted to play again and when I logged in, it told me that I cannot play anymore, and I eventually found out it was because my account was banned for botting. All I want is for them to ban my account so I can continue playing now and maybe pay more money for different skins. I was barely a good player with an average of a 0.67 KD ratio and I was ranked bronze II. I just find it ridiculous on an account with real ********************** on it was banned for no reason. If they don't want to unban my account, I want them to refund all my money back to me so I can use it and give it to other developers who actually care about their customers.

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 filling this out on behalf of my younger brother, ***** *******, who is a minor. his email is *********************** Riot Games support team gave his account, with his card linked to it, to a hacker, and refuses to properly assist us with regaining access. It seems they don't read what we say in the email tickets and are sending automated responses.The account is worth about $3500-4000. They have provided no help, regardless of the proof that has been provided.He last had access on the 17th of April 2025. Since then all support tickets get around the same automated response. Requests for an elevation or escalation are ignored.We have sent them years of purchase IDs, the first and last digits of cards used, account creation location, date, video evidence of ***** playing on the account before they gave it away along with a personalized recording to audio match his voice to the videos, a picture of the account still being linked to his discord account, and answered as many security questions as he could, and it did no good. The person who received the account got access both times in about ***** hours from their support team. ***** has been attempting to get assistance from Riot's Support since the beginning of April, got the account back temporarily on April 16th and then almost instantly lost it again after. He even told them after regaining access to the account what was happening and asked for assistance stopping it. They told him not to worry, that as long as he had good security measures he would be fine, and they did nothing to help secure the account which ended in them giving it back to the hacker.We attached proof of his emails and the evidence from the many tickets he has sent them. Attached are also the password reset attempts from the infiltrator when he temporarily regained access and my inquiries about them before they gave my account away again. We can provide the video evidence somewhere else but it exceeds the file upload limit here.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Over the course of roughly 5 years, I have been using a couple of services Riot games provide called League of Legends and Valorant. Within these services you can purchase and receive digital products which are linked to your account. Ive spent ~400 dollars on these digital products over the course of these 5 years.Currently, my account (name: ********** is permanently suspended for account selling. However, I have never sold the account to anyone so this is a false ban on the account. Removing access to my account means I no longer have access to the products I purchased, but they havent offered a refund so they are in debt to me at the moment.

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello,My Riot account was recently permanently banned for alleged use of third-party software. I have never used any cheats or unauthorized programs. Whats extremely frustrating is that 36 months ago, I had opened multiple tickets about suspicious activity, and Riot support assured me that no suspicious activity was found.Suddenly, Im banned with no chance to appeal, despite having followed all proper channels and warnings in the past. Riot refuses to provide any logs or meaningful explanation, only giving a final copy-paste response that offers no real investigation into the matter. Ive asked for account data and still have received no *************** reaching out here because I feel unheard and unfairly treated as a paying customer. Ive spent hundreds on the game and followed proper steps to address concerns, only to be shut out.I am requesting:A real re-investigation of my case A review of the tickets where I was previously told no issues were found A clear explanation or the unbanning of my account Thank you for helping ensure fair treatment for players.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After continuous attempts to appeal and explanations, I still have not received any satisfactory response. Since April 30, I was able to log into the game normally, but after an update, my account was suddenly banned. What is the reason? Your staff keeps saying they detected that I used third-party programs, but the truth is I have never used them. That day, I simply connected to the school Wi-Fi and then got banned.However, I am just a long-time player who loves League of Legends. Since Season 2, I have never used any third-party programs or engaged in any illegal activities. I continually improve every season, watching videos and learning about different updates, only to be wrongfully judged by you, resulting in my loss of everything.Yet, the official responses are just canned replies. I say I do not cheat, and I can explain my gameplay in any match. The company only use so-called official language to brush me off, using privacy excuses to dismiss innocent players like me. Can you provide any evidence? Have you tried to understand? Have you taken the time to study the issues seriously?The game's problems have existed for a long time. Your servers crash, and logging in takes forever. Sometimes, due to network issues in different regions, I have to use a VPN to play. Is using a VPN, a legitimate program, considered cheating? Please think about this ************ the end, I am a genuine League of Legends fan. Since my account was banned, I have not been able to sleep at night, and with exams approaching, I keep thinking about how to prove my innocence. I want to know what I need to provide for you to seriously consider this issue instead of dismissing it.Please give me some advice; otherwise, I truly feel overwhelmed to the point of depression.