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:07/07/2025

  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.

  Cloud Imperium Games has failed to address a major exploit in their game which has become extremely rampant.The exploit allows cheaters to steal from players inventories, steal body parts, mobiglasses(preventing players from accessing their inventory among other effects).This issue notably circumvents character resets, and seemingly causes permanent damage to players accounts.This issue has been reported to them months ago, and has since only gotten worse Cloud Imperium Games needs to acknowledge the issue is occurring, and act on it immediately.This issue will likely directly effect Cloud Imperium Games income as new players experience these issues during the Free Fly Event

  Business Response

  Date: 07/10/2025

  Thank you for your notice regarding complaint number #********
  
  Customer's complaint is addressed to the wrong entity: his contract is with Roberts Space Industries LLC ("RSI"), and we are responding on behalf of that entity.
  
  We refer to the statement we provided on the recent cheating incident on our website at ************************************************************************************************.
  
  While we cannot reveal details of ongoing incident investigations, we advise that we are firmly aware of the impact this has on our community as well as on our business.  We are actively working to resolve it as soon as possible.
  
  Users can report information on specific incidents of cheating; this may aid us in our diagnosis and resolution of such events, which can take some time depending on the nature of the violations in question and the technical vectors employed.  Please see:  *****************************************************************************************************************;
  
  We note that for such reports to be productive, they must include sufficient documentation or evidence to allow our teams to locate, confirm, or remediate the sources or origination of the issue.  Vague, general, or unspecific reports of cheating may lack sufficient information upon which to act, as well as consume resources that could otherwise be used productively to address player misconduct or abuse.  
  
  We thank Mr. ****** for his patience and encourage him to monitor the *** website and associated social media for any updates we may provide on this incident.

• Initial Complaint

  Date:06/23/2025

  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've been playing Star Citizen for a few years now, and they have had server issues before but not like this. they just had an event where there a "Fix Patch" that made the event fun flawlessly for the event so they can make their money since the Idris just came out. and after that fix patch it broke the server. People are unable to access their ships from there home and other space stations. Ships started appearing in the hallways of towns, server started lagging horrible for a while there and other things. But after the event was over they never tried to repair what was broken because they were working on 4.2 for the live server so they made us struggle. A Month or so later we are still struggling on 4.1.1 while they work on 4.2.1. We could access 4.2 if we buy the subscription where they promise those problems are fixed. Pretty nice of them yes, andf they keep closing newer threads reporting the issue. This one is still open ****************************************************************************************** And this one, the others are marked "Fixed" and archived ******************************************************************************************

  Business Response

  Date: 07/01/2025

  Thank you for your notice regarding complaint number #********.

  Customer's complaint is addressed to the wrong entity: his contract is with Roberts Space Industries LLC ("***"), and we are responding on behalf of that entity.
  
   ************ is a community-funded online video game project which was launched in early development in 2012 and moved into (playable Alpha) Early Access in 2016. Since then, regular patches, for several years now issued quarterly or more, have improved, and continue to regularly expand and improve the games playable environments and functionality. The alpha development status of the game and the fact that it still has various bugs is emphasized not only throughout the *** website and associated other links and materials, but it is expressly and unmistakably called out in the checkout window and on launching the game: the player must expressly acknowledge and agree to these facts before being able to proceed with each transaction and game launch.     
  
  As a member of our player audience, this Customer has enjoyed the ********************** content offerings,accumulating over 530 hours of gameplay between 2024 to the present, all the while committing over 26 pledge transactions. Furthermore, this customer submitted refund requests for some of these transactions, which we honored if they were within our 30-day refund policy.
             
  While we sympathize that Mr. **** may be experiencing various bugs or other game performance issues, some of these are an unavoidable reality of accessing an incomplete game in the middle of active development. The customer should also note that Patch 4.2 was released the day he submitted his complaint.  We welcome him to log in and see how we've addressed quality of life concerns in this most recent version.
  
  We thank Mr. **** for his patience and encourage him to monitor the *** website and associated media for updates that may address his specific issue.  

• Initial Complaint

  Date:05/27/2025

  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.

  10 year ban i have recieved by a malicious moderator with multiple complaints against him nightrider i recieved a 10 year ban for i donno what as no logs were given just a ***** copy and paste message from a poor moderator team thats vary hypocritical and big on double standards He's an insecure dictator wannabe abusing his power and only succeeding in making CIG look bad and making people frustrated even when they post perfectly legit comments that he doesnt like. Unfortunately, due to his delete-happy ban-*******, we have no EVIDENCE of his shennanigans other than anecdotal.He's a blight on Spectrum and CIG doesn't seem to care, he does nothing but make things ******** this day it still blows my mind that he would delete posts and ban/send warnings for the most mundane s*** possible

  Business Response

  Date: 06/04/2025

  
  Thank you for your notice regarding complaint #********, regarding the administration of our Rules of Conduct by Community staff on the *************  
  
  We take your message as feedback for our Community team to consider in light of the context as a whole. However, these rules and their administration are pursuant to globally applicable content monitoring and administration rules in various jurisdictions. While such rules vary in their particulars, they are commonplace to all manner of online and internet communities, including, for the safety and interactive well-being of both customers and staff. Under the law, as a private entity *** has the right to maintain its standards, particularly on its own platforms, as is customary to our industry and the Internet at large.
  

• Initial Complaint

  Date:03/26/2025

  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.

  For the last seven months, I've tried to understand your alleged claims of rule-breaking. Ive reached out but only received generic responses, warnings, and threats from NightriderCIG. In his view, asking for clarification is seen as "justifying my actions." But thats not how the client-provider relationship works. I'm asking you to justify yours.Youve ignored my claims, instead accusing me of pushing a "narrative" for simply sharing my "opinion" on your forums. Whether I praise or criticize doesnt seem to matter, as Nightrider has labeled me a "troll," and youve backed him up without any explanation. Four months ago, you told me someone would contact me "after the winter break," but Ive yet to hear from you.Youve denied any wrongdoing while presenting a one-sided version of the facts, selectively quoting and taking comments out of context. Youve also threatened me, stating I "would do well not to contest moderators". "What do you mean" is not a contest.Youve set an impossible standard. You demand that I follow your community guidelines under the threat of suspension, yet you let others criticize you without consequences or even acknowledgment.The question is simple: If Im not allowed to bring "negativity to the project," why are others allowed to do so? Whats the difference?Here are some examples of others comments: HaZyDogDaZe@HaZyDogDaZe: "they lied about development worse than CIG" Stargaze@Joey_Bagodonuts: "especially considering there is no date in sight" HaZyDogDaZe@HaZyDogDaZe: "elite dangerous is a scam, cancelling xbox support was shady shit" Stargaze@Joey_Bagodonuts: "i dunno it cost me about 90% less to play" Me@Me: "A more affordable scam"And apparently, that comment is too much. All of these comments were posted along with mine and are still up today. Tell me, "90% less" than what?Even praising the game seems to be punished. Stating that Elite Dangerous doesn't have ship interiors is considered "trolling."

  Business Response

  Date: 03/28/2025

  Thank you for your notice regarding complaint # ********.  Our user agreements in the ** are made with the company Roberts Space Industries, LLC, and we answer on behalf of that entity.
  As background, please see the Code of Conduct for our website and services:
  ******************************************************* ; ********************************************************************************************************* . 
  

  Our Code of Conduct requires a level of civility and respect when dealing with and addressing staff and other users.  We recognize that opinions may be supportive,positive, negative, or critical however, we re-emphasize the presence of the word Conduct in Code of Conduct.  One can be critical without being insulting, and our moderators are tasked with,among other things, mitigating the level of user toxicity on the platform by assigning moderation penalties as may be needed when an individual refuses to de-escalate.  This user claims he has received only generic responses and warnings regarding his conduct, but the rules are the same for all users, and a standard response reflects standard rules.  There isnt a personalized set of rules per individual.
  

  Our moderators deal with platforms involving sizable numbers of users across multiple channels on a daily basis; the user appears to believe that the moderators have a personal issue with him, which we find extremely doubtful given the nature of the task and its scope. 
  

  We note that the last time this user was assigned a moderation penalty on his account was August 26, 2024 several months ago, to which we, based on the content of his complaint here, may be related to BBB ticket #********.  Since then he has not appeared to involve himself in any great amount of misconduct, for which we are appreciative and grateful although it appears he still harbors ill feelings to the moderators for it.  We assure the user that the moderation staff has no vendetta against him, wish such a limited, minimal history of moderation actions over a long span of time, and that a moderation penalty assigned several months ago does not represent a long-running feud. However, maintaining a constant stream of tickets and continuing complaints regarding a brief 48 hour forum suspension may indeed be a feud one sustained by the customer, as he has not been assigned any moderation penalties since.
  

  We appreciate the customer for his very long-standing support and interest.  

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because: You once again failed to even acknowledge my complaint. I have made my issue beyond clear. And you have once again deflected and brought up a ban that no one is appealing, or referencing.

  Once again: You've set an impossible standard. I have reported rule breaking content according to my understanding of your guidelines, and the content itself is still visible to this day on the boards. What makes comments like "scammed worse than CIG" acceptable, when they are made by anyone but me?
  
  Sincerely,
  
  Erufen ****

  Business Response

  Date: 04/10/2025

  The complainants citation of other user behavior does not rehabilitate his own.

  Furthermore, the user is not a moderator; while we have a channel to report rules or conduct violations, determinations are made by the Community team on a case-by-case basis pursuant to applicable regulations.  The reporter is not granted command or oversight over the Community Teams exercise of judgment. 
  
  We note the complainants dissatisfaction, and have communicated it internally,as consistency is a desired ideal but it is nevertheless neither practical nor fair to appoint the complainant as the authority in this matter.  We otherwise consider the matter closed.

  Customer Answer

  Date: 04/10/2025

  Once again, youve resorted to attacking my character, and in doing so, youve dismissed any possibility of wrongdoing on your part. The terms "command," "oversight," ,"justify" and "rehabilitate" continue to misrepresent my position, despite being explicitly clarified multiple times. This is not a personal feud, so why do you persist in distorting my stance and the nature of my complaint?
  What I am asking for is simple: clear, fair communicationmy right as a paying consumer. I am not looking to command or oversee your team, nor do I want to be involved in it. What I expect is to be treated fairly, just as any other community member is.
  If "scammed worse than CIG" is deemed acceptable while "a more affordable scam" is not, I need a clear explanation for why this discrepancy exists. Let me be clearthis is not about "feelings," as youve previously suggested. Im asking for consistency in how rules are enforced.
  You claim I broke the rules after my comment, and I accept that. However, the question remains: Why is the other comment still allowed? Your team has stated they investigated the issue and found me in violation, but my question remains unanswered. Why is scammed worse than CIG permitted while my comment was penalized?
  Lastly, its worth noting that once again, theres no hard commitment, no specific date for a response or resolution. Just another vague, non-committal reply. While you may consider this matter closed, it is far from closed from my perspective. Your refusal to address my complaint properly, along with your continued attacks on my character, ensure that this issue remains unresolved.

  Business Response

  Date: 04/18/2025

  We refer to our answers previously given on multiple occasions and at length in response to this user's repeated demands. We consider this matter closed.

  Customer Answer

  Date: 04/18/2025

  I refer to my answers previously given on multiple occasions and at length in response to this business's repeated failure to acknowledge the complaint. The matter remains open until I say otherwise.

  Business Response

  Date: 04/25/2025

  We refer to our answers previously given on multiple occasions and at length in response to this user's repeated demands. We consider this matter closed.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23117273
  
  I am rejecting this response because: copy pasting replies are unacceptable, and goes on-par with the treatment I've received thus far, thank you for making it self-evident.
  
  Sincerely,
  
  Erufen ****

• Initial Complaint

  Date:03/11/2025

  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 filing a complaint against Cloud Imperium Games (CIG) regarding the unjust banning of my accounts in Star Citizen and the failure to resolve the issue. Despite multiple attempts to engage with customer support and legal teams, I have received no satisfactory response.Unjust Account Bans:My accounts were banned for vague accusations of "disruptive conduct" despite engaging with the games advertised PvP mechanics. This contradicts Star Citizen's Terms of Service and its promotional materials, which highlight PvP as a core feature.Lack of Transparency:CIG has failed to provide clear evidence or specific reasons for the bans. Their responses have been vague, offering only general references to disruptive conduct without explanation.Unfair Enforcement:By banning me for lawful PvP participation, *** is engaging in practices that mislead customers. The enforcement of their policies appears arbitrary and inconsistent with the advertised game mechanics.Failure to Respond to Legal Warnings:Despite escalating the issue with legal warnings, CIG has not taken any steps toward a fair resolution, continuing to neglect their responsibilities under consumer protection laws.Clarification of Accountability:Though **************** operates the game, Cloud Imperium Games is responsible for managing support, enforcement, and compliance with Terms of Service. Therefore, they are the appropriate party for this complaint.Desired Resolution:Immediate reinstatement of my account with all in-game assets restored.A formal explanation detailing the reasons for the account bans.A full refund of in-game purchases if my account remains banned.A clarification of PvP enforcement policies.If this issue is not resolved promptly, I will escalate it through relevant consumer protection agencies and consider legal action.

  Business Response

  Date: 03/20/2025

  Thank you for your notice regarding complaint No. ********.
  
  We note that this ticket is reasonably inferred to belong to the same user (under a different alleged identity) who submitted No. ********, and as such is a repetitive complaint which has been addressed previously.
  
  Customer's complaint is addressed to the wrong entity: his contract is with Roberts Space Industries LLC ("RSI"), and we are responding on behalf of that entity.
  
  The user here complains about multiple attempts to engage with customer support and legal teams without a satisfactory response.  We encourage the BBB to review the record with regard to complaint No. ******** for context and a response to all of the users claims here regarding allegedly unjust account bans, and the users continued attempts to apply standards that are not required by law and only unsatisfactoryto him in that we will not excuse his disruptive conduct which is in violation of our Terms of Service.  While our game does include PVP and competitive elements, the users excessive conduct violates levels of tolerance and community health required by our Terms of Service and Code of Conduct.  Competitive gameplay exists; codes of conduct exist; they are not mutually exclusive.  All competitive games have rules, but this user attempts to use one to reject the other.  This is not a position rooted in common sense or experience, we decline to apply such an insensible standard, and are confident that any legitimate authority will recognize that fact.
  
  For the BBBs convenience of review, we include below our response to ticket ********,in response to all of the users repetitive threats and allegations:
  
  As a member of our player audience, this Complainant has enjoyed the games content offerings for over five years, accumulating well over 1500 hours of gameplay himself. His request for a refund cannot be reconciled with his extensive amount of playtime; moreover, the Complainant has been subject to account discipline for his repeated breaches of our Terms of Service and Code of Conduct, and the consequences of his own contractual breaches neither justify nor entitle him to a refund.
  
  As the Complainant admits, he has been suspended on multiple occasions.  Eight suspensions have been applied due to the Complainants violations of our Terms of Service, Code of Conduct, and Community notices against harassment and destructive, bullying behavior towards other users.  Please see:      
  -*******************************************************
  -*******************************************************************************************
  -*********************************************************************************************************
  His accusations against the company are retaliatory and without merit, motivated by his refusal of accountability for his own actions, and we reject all of them.  He has been notified time and again of the nature of his violations and advised as to how to avoid them.  As his 1500+ hours of playing time across five years will attest, our Customer Support team has already been quite patient with the Complainants behavior and been more accommodating with his conduct than they have any obligation to be.
  
  We espouse a policy of open development and we reject the Complainants accusations regarding our work as unfounded, baseless, and potentially libelous.  We publish our annual budget and expenditures publicly for anyone to review on our corporate website (for examples, see ***************************************************************************************************************** ;***************************************************************************************************************** ).  We produce reports and provide content multiple times each week on development progress and service status on our website and social media channels. (see, e.g. **************************************************************************************************).  In the spirit of open development, we share our goals, progress, and aspirations as well as the challenges, difficulties,or setbacks involved, as open development means sharing and acknowledging both success and frustration as is the reality with live game services.  The Complainant bears the responsibility for his own misrepresentations of our company values and practices. 
  
  We have expressly and explicitly published FAQ pages relating to player discipline including notices that rules infractions (such as those committed by this user) may result in suspension of access.  *******************************************************************************************  . 
  
  Multiplayer video games do frequently involve competitive or adversarial play, however they also include codes or rules of conduct intended to preserve the safety and well-being of the participants, and provide warnings and boundaries against cyberbullying, cyberharassment, and other tortious or criminal behavior.  The users complaint that we generically point to our TOS in citing our Rules of Conduct to him is nonsensical, as these are the same rules that apply to everyone.  They are not different for him. 
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23051641
  
  I have reviewed your response to my complaint on the Better Business Bureau website and must correct several false and misleading claims.
  Wrongful Identification & *******************start="316" data-end="319"> You have incorrectly and without basis asserted that I am the same individual involved in a prior complaint (No. ********). This is a wholly false and unsubstantiated claim. By making this statement publicly, you are engaging in misrepresentation and potentially defamatory conduct. Misidentifying a complainant in this manner has legal consequences, as it spreads false information about my identity and previous interactions with your company. I expect you to immediately correct this mischaracterization and issue a clarification.
  Failure to Address the ***********************start="900" data-end="903"> Rather than substantively addressing the concerns raised in my complaint, your response deflects by making irrelevant accusations and referring to alleged past disciplinary actions that have no bearing on my current grievances. If your company stands by its actions, it should be able to provide a clear, factual, and legally sound justification instead of resorting to dismissive language and incorrect assumptions.
  Legal & ***************************start="1356" data-end="1359"> You mention that my contract is with Roberts Space Industries LLC (RSI), yet you, as Cloud Imperium Games (CIG), are responding on behalf of ***. This raises legal questions regarding proper representation and whether the entity responding has the appropriate legal standing to address my complaint. If CIG is assuming legal responsibility for **** contractual obligations, that should be stated explicitly.
  Unfounded Accusations & ******************************start="1823" data-end="1826"> Your response portrays my complaint as retaliatory and baseless, yet it fails to acknowledge that I have made multiple good-faith attempts to seek resolution through proper channels. Dismissing consumer concerns as "retaliatory" does not absolve your company of its responsibility to handle disputes fairly and transparently. Additionally, if my account was disciplined unfairly or without proper justification, that is a matter of legitimate concern, not a baseless accusation.
  Publicly ***********************************start="2350" data-end="2353"> Your response publicly states that I engaged in "destructive, bullying behavior" and "violations" of your Terms of Service. These are serious accusations, and if they are being falsely levied against me, this could constitute defamation. If CIG/*** intends to make such claims, it must be prepared to provide concrete evidence rather than vague assertions. Otherwise, making such statements in a public forum could expose your company to legal liability.
  Demand for Correction & Proper Response
  I request that you:
  Immediately correct the false claim that I am the same individual from complaint No. ********.
  Provide a response that directly addresses the specifics of my complaint, rather than deflecting with unrelated matters.
  Clarify the legal relationship between CIG and *** in handling disputes, including whether *** assumes contractual obligations on **** behalf.
  Refrain from making defamatory or misleading statements about my conduct unless you can provide clear, verifiable evidence to substantiate such claims.
  If these issues are not promptly addressed, I may consider further legal action to ensure that my rights are protected and that false statements about my identity and conduct are rectified.
  I expect your prompt attention to this matter.
  
  Sincerely,
  
  Marquis Dele

  Business Response

  Date: 03/28/2025

  We refer to our previous answer, categorically reject the complainants allegations, and invite the BBB to review the prior record. 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23051641
  
  I am rejecting this response because:

  
  CIGs response does not adequately address the core issues of this complaint. Instead, they rely on broad assertions, vague accusations, and dismissive language rather than providing substantive evidence. I would like to formally challenge several points in their response:
  Unjustified Account Ban & Lack of Transparency
  *** claims my account was banned due to repeated violations of their Terms of Service and Code of Conduct, yet they fail to provide specific, verifiable evidence. I request that *** produce logs, chat records, or any other direct proof that justifies their disciplinary actions. If this evidence exists, they should have no issue providing it. Otherwise, their claims remain unsubstantiated.
  Furthermore, their response fails to address whether their moderation practices are applied fairly and consistently. If similar behavior from other players is tolerated while I was selectively penalized, this raises serious concerns about their enforcement policies.
  Refund Denial is Unfair & Unreasonable
  CIG argues that my extensive playtime (1500+ hours over five years) invalidates any refund request. However, this completely ignores the fact that they have permanently revoked my ability to access the product I paid for. By banning my account without due process, they have effectively taken away a service that I purchased in good faith. If they refuse to reinstate my account, a refund is a reasonable and justified course of action.
  Financial Transparency & Accountability
  CIG cites their public financial reports as evidence of transparency. However, financial disclosures do not absolve a company of consumer protection concerns. If they claim transparency but fail to engage meaningfully with customers who have legitimate grievances, that is not true accountability.
  Deflection and Bad-Faith ***************** response is filled with dismissive and inflammatory language, calling my complaint retaliatory, without merit, and nonsensical. These are not good-faith arguments; they are attempts to discredit my concerns without addressing them. If they are confident in their position, they should be able to defend it with concrete evidence rather than resorting to personal attacks.
  Final Request for Resolution
  I am asking for a fair resolution to this situation. CIG should:
  Provide clear, verifiable evidence supporting their ban decision.
  Offer a legitimate appeals process, if they claim my actions warranted suspension.
  If they refuse to reinstate my account, issue a fair refund for revoking my ability to access the game.
  If CIG continues to dismiss this complaint without addressing these points, I will escalate further by pursuing additional consumer protection channels.
  Sincerely,
  
  Marquis Dele

• Initial Complaint

  Date:01/30/2025

  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.

  Cloud Imperium Games (CIG) wrongfully suspended my Star Citizen account. I was accused of using racial slurs in chat, which I categorically deny. I request an investigation into their enforcement practices and appeal for my accounts reinstatement. Background: I have been a dedicated Star Citizen player and have followed the Rules of Conduct. My primary activity since 4.0s launch has been attacking players traveling through the Gateway, a legitimate in-game mechanic. My name frequently appears when players press charges, making me an easy target for mass reports.I received no email notification and only learned the reason after contacting **** support team. They claimed I had engaged in racial slurs but provided no chat logs or timestamps to support this accusation.Since 4.0s launch, my chat key has been nonfunctional, requiring me to access chat through the F2 menuan inconvenience I avoided. Given this, I find the accusation highly questionable. I requested *** to review their logs to verify my innocence, but they refused.**** enforcement system relies heavily on player reports without independent verification. This opens the door for abuse, particularly by large player groups or streamers who can mass report opponents. I suspect the accusations against me are fabrications made by frustrated players or streamers.Without a thorough review process, false reports are taken at face value, leading to wrongful suspensions like mine. **** refusal to fairly review my case shows an arbitrary enforcement system that lacks due process.Request for Resolution Conduct a thorough review of my case and provide concrete evidence. If none exists, my account should be reinstated. Provide transparent communication regarding bans, including timestamps and logs. **** handling of this issue has been unfair and opaque. I request the BBB to investigate **** ban policies and urge them to implement fair enforcement procedures. Thank you for your time and consideration.

  Business Response

  Date: 02/07/2025

  Thank you for your notice regarding complaint No. 22876020
  
  Customer's complaint is addressed to the wrong entity: his contract is with Roberts Space Industries LLC ("RSI"), and we are responding on behalf of that entity.
  
  Complainants categorical denial notwithstanding,we received and reviewed the complaint regarding his use of racial slurs issued against his account and determined via specific review and corroboration that the complainant posted the following on our game chat services on January 27th:
  
  [***** ********] : The best part about camping ******* gateway is knowin the ******* dont know how to
  
  The complainant states that he has followed the Rules of Conduct.  This is false,given the above violation.  The complainant says that the use of the chat function is inconvenient to him and that he avoided it.  This statement is also untrue after investigation.  The complainant claims that he requested to review our logs to verify his innocenceand that we refused; this is also false, as the review was in fact performed.  The complainant alleges that our enforcement system does not involve independent verification this is also untrue.  The complainant alleges that we take false reports at face value.  This we vehemently reject. 
  
  The user has violated our terms of service, and makes repeated falsehoods about our practices based on his own assumptions.  This users account was properly suspended temporarily pursuant to our Terms of Service and review of the record.
  
  The complainants account will be reactivated after the time period for the temporary suspension has lapsed.  We consider this matter closed.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moderation team has chosen to target and harass me, misrepresenting things I've said and unfairly and with prejudice enforced the "community guidelines" over it. I received a single 2 day ban, for attempting to obtain clarification on my infraction. The "infraction" itself was ALSO addressed incorrectly by the staff, which is what created confusion in the first place. Not one individual at Cloud Imperium Games has even acknowledged this fact.I have since then voluntarily stopped participating in the community, and have attempted unsuccessfully to obtain said clarification. Instead, I have been accused by the EMPLOYEE of pushing a "narrative", and have been told that they are aware that the posters I was responding to have broken those same rules, yet have taken NO ACTION whatsoever against them and have refused to elaborate in any way.I have invested my time to find other rule-breaking posts as my interpretation of the community guidelines provide, and have utilized the report function as instructed, only for those same posts to remain on the board. When I have submitted a ticket requesting clarification on how the material is not infringing the rules, when in my opinion it is, I am simply given a blanket cookie cutter answer to submit a report and refer to the same guidelines I'm requesting clarification on.This has all been documented through their own ticketing system over the past 4 months, and after multiple escalation attempts, I was finally given an answer by a supposed upper management.This individual has refused to do their basic due diligence, and for 2 months acted under the assumption I was appealing an active ban, refusing to even acknowledge the subject of my issue.This appalling and entirely unacceptable attitude needs correcting immediately.

  Business Response

  Date: 12/20/2024

  Thank you for your notice regarding complaint #********. Our user agreements in the US are made with the company Roberts Space Industries, LLC, and we answer on behalf of that entity.
  
  Unfortunately, our staff has already departed for the holidays. We will endeavor to respond promptly to this complaint sometime after the new year. 

• Initial Complaint

  Date:11/27/2024

  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.

  I am attempting to make a purchase, but the payment portal is not processing anything. I have been denied a purchase twice currently during the 2024 *** event. The products were usefully added to my cart but are not processing. The items in question are the Idris P and now the Pioneer. What I am simply asking for is for *** to honor items that are placed in customers' carts. They are digital items and not physical, so there is no reason why items successfully placed in carts can not be purchased.

  Business Response

  Date: 12/02/2024

   

  Thank you for forwarding complaint ID ********.  This user's agreement is with ********************** LLC, and we answer on behalf of that entity.

  It was recently brought to our attention that this customer was trying to obtain a stock limited ship. With the current Intergalactic Aerospace Exposition(IAE) event, there are opportunities to obtain a stock limited ship. With very limited stock for each wave, these ships and ship packages are pledged for very quickly. As is often the case with online stock-limited transactions, items such as passes, tickets, or other limited content are not 'reserved' by adding them to the web cart -  only a fully completed order will secure the digital item.

  It appears that the customer did not attempt to engage with our *************************** before writing in here.  If he has not yet contacted Customer Support regarding his issue, we welcome him to do so in order to determine whether his transaction was successful.

  Customer Answer

  Date: 12/10/2024

   
  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.
  
  While I am closing the ticket, I want it to be recorded that this was a digital transaction and CIG mentioned event tickets which are an item that represents a physical seat at a physical location. The ships are digital and are not subject a limited amount in the physical world. Any other company also has systems in place to hold or resume a transaction. 
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/29/2024

  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.

  I used to have a CIG reward that was a razor. Later, because *** wanted to make Zeus, I saw ***'s promotion and decided to upgrade the razor to Zeus. After the upgrade was completed, I tried it for a few days and felt that it was not as good as I imagined, so I asked customer service to help me restore Zeus. Restored to razor. So I can upgrade to other ships that fit my game lineup. My exact words at the time were:??,????zeus mk2 CL ???????????????)8 days ago By the way, I have a zeus mk2 CL and I want to restore him to razor please help me and please split the *** I was afraid that he wouldn't understand, so I sent it again in English. But what he did later was beyond my expectation. He first turned my *** props into credits. Then I locked my Zeus upgrade. It wasn't until several days later that I realized it had turned into a razor Here are his exact words KARUS-CIG 6 days ago Hello litiancpal01, Thank you for getting back in touch. As an exception, I have gone ahead and removed this upgrade, which has returned a total of $5.00 to your available store credit balance. While reviewing this pledge, I also see that this giveaway reward had not intended to be upgradable, and as such, the pledge has also been locked from further upgrades. Please let me know if you have any other questions or concerns, and have a great journey through the 'Verse!Regards,***** Senior Concierge Specialist RSI Player Relations I was very angry. I value this game account very much, and I clearly expressed my requirements to him. But he arbitrarily made it impossible for me to continue upgrading the ship. I expressed dissatisfaction with this and asked him to repair my razor so that I could upgrade it.However, he has not responded to me since then and I opened another complaint. I asked him to resolve the issue but he closed my complaint.Given that he has stopped solving my problem. I can only find you here to help solve the problem Screenshots of the case are in the attachment

  Business Response

  Date: 10/31/2024

  Thank you for forwarding ticket #********.  The user's agreement is with **********************, and we answer on behalf of that entity.

  The user has, upon his account, a "reward" ship (a "MISC Razor").  Reward ships of the kind that the user indicates are awarded for in-game achievements or participatory events, rather than purchased via the game store.

  The upgrade functionality the user describes is a real-money transaction intended to be available as an option to modify other digital goods obtained via real-money transactions.   Participatory or achievement awards, on the other hand are not obtained with real-money transactions and are not intended to be upgradable with real-money transactions.  In short, we do not mix the two types.

  Upon review of the customer's ticket with ***************** the issue has been resolved and we have reminded the user of the above limitation.  Having been so notified, the user should understand that we are under no obligation to make the exception he asks for, and that we may not make such exceptions in the future.  

   

• Initial Complaint

  Date:10/25/2024

  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.

  I do not have access to my purchases, I have been denied services. Communication goes unanswered for days, if any reply is given at all. There have been nepotistic instances of retaliation against me. I simply want a refund and to walk away. I am unsatisfied with the product and the support and simply wish to part ways.

  Business Response

  Date: 10/31/2024

  Thank you for forwarding #******** to our attention.  The user's agreement is with ********************** LLC, and we answer on behalf of that entity.

  We investigated the user's complaint and found that a temporary suspension assigned for a breach of our Code of Conduct was subject to a system glitch which required correction.  The user's account access has been restored; we will meanwhile investigate the cause of the issue and thank the user for bringing the matter to our attention.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22475096
  
  I am rejecting this response because:
  

  This has been a continuing campaign of targeted harassment against me. I have asked to speak with managers or supervisors and have been denied it.I have been suspended in the past for making the administrators friends angry which they refused to address. I have asked for and been denied specifics of the instances in which I have been suspended and been ignored. I want a refund. The company has denied me access to my purchases and communications take weeks at a time. I want a refund.
  

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

  Business Response

  Date: 11/12/2024

  In addressing this complaint, we investigated and restored the user's account access; nearly immediately thereafter, the user returned and posted verbal epithets directed against company staff in violation of the Terms of Service in a pattern of behavior that has escalated since July of this year.  In committing his violations of the Code of Conduct in our Terms of Service and published service rules, he is committing breach of contract, which is what is resulting in his repeated infractionary suspensions.  And in each case, contrary to what the user here claims, the community management team messages users to inform them of the violative conduct so that they may avoid and refrain from it in the future.

  We politely recommend that the user de-escalate.  The account suspensions are assigned for the safety and well-being of other users, employees, and the community at large, which is a legally legitimate interest which we have the right under law to maintain.  The user's own breaches of his user contract (the Terms of Service) entitle him to no refund; as the party committing the wrong, he is not owed compensation or refund, let alone for the attacks he directs at others on our website and services.

  We consider this matter closed, but remind the user that escalatory conduct leads to wholly avoidable, self-inflicted inconveniences.  We wish for the user to have a good experience with our audience, community, and administrative staff, and at a minimum this begins with the user abiding by our Code of Conduct and refraining from directing verbal abuse against others on the platform, staff included.