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:09/30/2024

  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.

  They removed access to my account 9/26/24 citing a rule which is undefined and despite requesting multiple times for them to properly define said rules they don't respond of respond vaguely and incoherently, I am Requesting that they refund my account in full as they clearly cannot be reasoned with. This is a refund request on and of digital space ships that run between $45 and $3000 respectively, not physical items they will not be actually losing anything and I assure you dealing with this companies false promises has cost me at least 48k to say the least. They have scammed countless others over the last ten years and often allow people to believe that this is an investment, its not it is a scam, they may have their unblemished digital ships back, and I would like my money back, I didn't regret buying these items until the company became unreliable and unreasonable, they claim they issue warnings before bans and the like however this is untrue, they claim they investigate player issues, this is also untrue, they claim to be working hard on development of the "game" but this too is also untrue. All in all I'd like to part ways amicably.

  Business Response

  Date: 10/08/2024

  Thank
  you for your notice regarding complaint No. 22354851

  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 Customer is not owed the refund requested
  for the reasons broadly outlined herein. 

  We espouse a policy of open development and we categorically reject the Complainant’s accusations as unfounded and baseless.  We publish our annual budget and expenditures publicly for anyone to review on our corporate website (for examples, see https://cloudimperiumgames.com/blog/corporate/cloud-imperium-financials-for-2022 ; https://cloudimperiumgames.com/blog/corporate/cloud-imperium-financials-for-2021 ).  We produce regular and weekly reports on development progress and service status on our website and social media channels.  (see https://robertsspaceindustries.com/,  https://www.youtube.com/channel/UCTeLqJq1mXUX5WWoNXLmOIA).  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. 

  As a member of our
  player audience, this Customer has enjoyed the game’s content offerings for over three years,
  accumulating well over 1800 hours of gameplay himself. His request for a refund cannot be reconciled with his
  extensive amount of playtime; moreover, the Customer has been subject to
  account discipline for 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. 
  Our Terms of Service,
  Code of Conduct, and Community provide ample notices against harassment and
  destructive, bullying behavior towards other users.  Please see:                 
  - https://robertsspaceindustries.com/tos#rules_of_conduct
  - https://robertsspaceindustries.com/spectrum/community/SC/forum/1/thread/excessive-griefing-stream-sniping
  - https://support.robertsspaceindustries.com/hc/en-us/articles/4409491235351-Rules-of-Conduct
  
  While multiplayer video games do frequently involve competitive or
  adversarial play, 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, which in many jurisdictions are illegal in and of
  themselves, independently of our own Code of Conduct.  Users are advised to familiarize themselves
  with such laws not merely for the purpose of abiding by our Terms of Service,
  but for abiding by the law in general. 
  

  The complainant was involved in a larger incident involving
  multiple users; we have evaluated this user’s appeal and found his account of
  the events not credible under the circumstances and information considered as a
  whole.  While we receive many complaints
  about user behavior, each is evaluated for credibility and not all are
  actioned unless they meet the standard for review; in the present case, the rigor of the collective review justifies his
  temporary suspension.
  

  The suspension that was applied to his account is temporary and
  will elapse later this month.  The
  Complainant is advised that, as is commonplace in online video game services,
  repeat violations can and will result in additional suspensions of increasing
  length, should the user continue to violate the Code of Conduct, and that if
  the egregious behavior continues without abatement, a permanent suspension may
  be applied for the safety or well-being of other users. 

  This user’s suspension is temporary and need not be repeated
  if the user observes the Code of Conduct and understands that this suspension
  clarifies any misunderstanding he may have held about the foregoing, particularly any misunderstanding he may have developed due to the influence of other users who were also involved in the larger incident and who were similarly suspended for violative conduct.  We consider this matter closed.  

• Initial Complaint

  Date:09/24/2024

  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.

  ***'s moderation team take things out of context to falsely ban people like me as they cherry pick things they claim broke the rules when they didn't. They selectively ban 1 out of 3 people that posted the same exact thing while ignoring evidence that I provided to them showing that ***'s moderation team is 100% abusing their powers. Wrongly banning backers and then refusing to provide any evidence of so-called misconduct violations is shady as it's very anti-consumer plus toxic.CIG wants to pick and choose when they will provide a log of alleged misconduct then hide behind privacy laws while those same privacy laws grant me the right to see the data collected on me thus violating my rights. *** still refuses to redact any sensitive information while they also fail to realize that if I did what they claim I did that I would also have a record of it on their very own forum!!! So, they shouldn't have an issue providing me a record what I supposedly had done according to the biased moderation team.*** needs to stop ignoring evidence that clearly shows wrongdoing by their own staff and stop trying to blame everything on the backers for everything.

  Business Response

  Date: 10/01/2024

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

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22330383
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Shawn Moore

  CIG has repeatedly sidestepped to avoid addressing my complaint because they refuse acknowledge that I did nothing wrong at all to warrant a 30-day ban and that their own moderators lead by Nightrider are extremely biased against any backer they do not like. Just this week one backer posted a link to this news article Star Citizen Developer Cloud Imperium Games Imposes 7-Day Work Week Ahead of Citizencon - Insider Gaming (insider-gaming.com) also pointing out few key highlights from the news story. It was immediately deleted because the moderators don't like that particular backer. The two other backers make a thread linking to the same new article and those tow threads didn't get deleted. 

  I'm not the only one that CIG has falsie banned without providing any evidence of wrongdoing as CIG expects everyone to trust them and take their word for it. Also, CIG doesn't want to reveal they ban people for what is said in a private message when for a long time no action has been taken for things said in a private message as again, they are biased who they ban and for what because the moderator's hypocrisy!!!!!
  
  

  Business Response

  Date: 10/08/2024

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

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22330383
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Shawn Moore

  I my request have been is fair and reasonable, CIG's is actions have repeatedly and unjustified in every way shape and form trying to bully me to accept a non answer, answer expecting me to just walk away that I just should take their answer when no proof has been giving for alleged wrongdoing!

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair 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.

  My account got hacked on Aug 20 **************************************************************************************************************************************** 3 business days and I'm starting get fraudulent charges to my credit card from this company as the person that hacked my account is purchasing items on my account and I have no way of notifying this company of the charges to my credit card only email I have received is to tell me they have received my ticket

  Business Response

  Date: 08/26/2024

  Thank you for your notice regarding Complaint #********.  The customers contract is with ********************** LLC, and we are responding on behalf of that entity.

  According to our records as of August 26, 2024, we have received and addressed the customer's ticket via our support channels and to his satisfaction.  We note that this ticket was submitted August 22, 2024, and that therefore the state of this complaint may not reflect current status or resolution.  If this is not to the customer's understanding, he can follow up with us here or via our Customer Support channel.

  Customer Answer

  Date: 08/27/2024

   
  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:08/13/2024

  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 accidently click I had accepted CIG response; it was in error on my part.CIG has contentiously failed to provide any such proof of wrongdoing on my to warrant a 30-day ban and constantly tried to deflect from their unbiased, unethical and unprofessional moderation team and who ever I've been talking too through the BBB complaints. I have the right to ask, demand and request a full refund from a company that has failed to protect me as I've been attacked several times from other backers as CIG moderation has done nothing to them at all thus giving them a free pass. Like I had mentioned before I no longer feel safe on RSI spectrum website due to moderations team biased moderation, and that I had to file a police report with my local county sheriff office that CIG clearly ignored.As CIG has clearly ignored in my previous complaints. Just as I have the right to demand, ask and request to escalate this matter to ***** Roberts as customary in dealing with customer service.I have the right to see the logs of data that CIG has collected on me. CIG has clearly turned a blind eye to the moderations team abuse of power by being 100% biased, unethical and unprofessional. Despite the numerous screen shots that have been provided here and in my support tickets CIG tried to throw in my face a screen shot that clearly shows that they can provide log of what I said that I got a 7 day ban for. Then use any excuse they can come up with to refuse to show me what I allegedly had done to get a 30-day ban. That in itself that proofs CIG are hypocrites.So once again I ask this complaint to be escalated up to ***** Roberts as he is the highest-level manager of CIG.

  Business Response

  Date: 08/22/2024

  If we are contacted by law enforcement regarding a criminal case relating to this and other users, we will respond to and as appropriate cooperate with said law enforcement officers. Law enforcement agencies are fully capable of contacting businesses directly, and we do not ignore such contacts. That said, law enforcement agencies do not use the complainant as a go-between when contacting involved parties or witnesses. 

  Should the CEO take notice of this particular case, he may choose to become involved at his own initiative, but contrary to the complainants claim it is not customary in this or any other industry to involve the CEO at the whim of every user who has committed Terms of Service violations and has an argument with the Community Team.    
  

  In light of this users repeated and unjustified demands which we have already and previously addressed on multiple occasions, we consider this matter closed.  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22135294
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************
  
  Like I mentioned as I don't know who or what department I'm talking to at CIG and it is very much costumery for a customer to ask, request and demand speak to a higher-level manager and CIG has repeatedly denied my basic customer rights. I still have to ask to have this manner escalated to ***** Roberts as he is the highest-level manager, plus he should know what his junior people are abusing their powers mistreating the backers. CIG's hands are dirty also as CIG has continuously Failed to investigate and uphold the forums rules and other various anti internet harassment laws when backers attack me. I've made several reports of people attacking in chat and private messages the moderators do nothing to them. CIG's heavy handed power abusing moderators do as they please without any oversight at all thus they jump all over me for tiniest infractions and even made-up rule violations that CIG has denied my rights to my log files that warranted a 30-day ban. I never asked to see other backers log files, I clearly asked to see what I had allegedly done/said to get a 30-day ban as I have rights to see data collected on me as per the laws stated in previous communication. *** has even refused to acknowledge that they can legally redact any personal identifiably information and still be compliant withing the law as thousands of files are redacted and exchange hands every single day. 
  
  I'm still asking for full refund as it's time for everyone to part ways.

  Business Response

  Date: 09/05/2024

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

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22135294
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  CIG's repeated broken record commentary of false allegations is unjustified thus has no merit as they refuse to hold themselves accountable for clear wrongdoings by ban happy moderators thus my request is legit and has merit as I've clearly shown CIG is biased and happy to ban anyone that doesn't drink their cool aid.
  
  CIG needs to stop acting like they have done nothing wrong and take my complaint more serious instead of being toxic towards me.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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.

  follow up to complaint #******** CIG failed to provide logs of alleged complaints to warrant a 30-day ban then claiming some law prevents them from providing logs. Up until my 30-day ban Moderators have long been given a copy of the log/s to backers when they are banned in Private Message. All other previous bans that I received log in Private message.As the attached picture clearly shows that I received a log for my 7-day ban and that I received no log for my 30-day ban for my so-called alleged transgressions.*** continues to deny my request for log as it would to reveal CIG's blatant selective and biased moderation abuse of powers by the moderation team.CIG failed to cite which law or laws preventing them to release the logs to me that warrants a 30-day ban. At this point CIG is clearly coving up that fact they are biased etc. Like I'm supposed to take CIG's word for it without any sort of proof that I did anything wrong or because of some law.So, I have to ask for my case to be escalated up to ***** Roberts approval for a full refund to my PayPal account on file and I also request a 48hr noticed before the refund is processed.

  Business Response

  Date: 08/01/2024

  This ticket was submitted to Cloud Imperium Games, LLC in error; the complainants user contract is with ********************** and we respond on behalf of that entity.

  
  We note that this user has submitted two prior tickets for substantively similar complaints regarding moderation of his violations of our Code of Conduct on our website, each of which we have previously answered.  These are tickets ******** and 21925984.
  

  This user has repeatedly opened tickets regarding the administration of our Rules of ***************** staff on the *** Services, continuously making demands in excess of any entitlement he may have as a customer. Our moderation 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. In any event, the continuation or escalation of hostilities by a user, even in response, remains a violation of the code of conduct and a breach of service terms by that user.
  

  The frequency, duration, and manner of handling the conduct of each user depends on past history, repeat offenses, circumstance, severity of the offense, receptivity to notices, and a variety of other factors.  The Complainant may not demand specific treatment of individual cases based upon his own criteria or to the exclusion of other well-established criteria.  The sharing of logs with respect to any particular instance also depends on a number of factors, including the needs and requirements of data protection laws (such as GDPR and CCPA) which may forbid the sharing of logs that contain the personal information of other users.  As such logs may be shared in some instances but not in others, as necessitated under laws relating to the personal information of other users.
  

  The users demand for a refund and (when applicable) for logs disclosing the personal information of other users is beyond any entitlement he may have as a customer particularly in light of his unclean hands as a user in repeated breach of our Code of Conduct.  A refund is not owed for his breach of our Terms of Service.
  
  In light of this users repeated and unjustified demands which we have already addressed on multiple occasions, we consider this matter closed. 
  
  

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22072826
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  My complaints were never properly addressed at all by CIG. CIG's hands are dirty thus why they refuse to release logs that shows moderation biased selective abuse of power, so CIG just deflects any issue away from them and points fingers citing some unnamed law without giving any reference to said law. That I'm supposed to take their word for it? Same for the alleged allegations to warrant a 30-day ban with providing any proof at all, that I'm supposed to take their word for it? When moderation team has previously falsely accused me of attacking someone when I didn't.
  

  If my previous complaints were properly handled by CIG, I would NOT be still trying to get answers I need. 

  CIG is covering up their dirty hands and they know it as I'm not the only one that the same type of complaints.
  
  CIG refuses to cooperate so yes, I demand a full refund as they think they can have it both ways.

  Business Response

  Date: 08/08/2024

  We refer to our previous responses, at length, as to why this customer is not due a refund.  He is furthermore not legally entitled to information regarding other customers.  We consider this matter closed.

  Customer Answer

  Date: 08/13/2024

   
  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,
  
  *********************

   

  I never once asked for logs regarding other customers as I clearly asked for log/s of what I allegedly I had done to receive a 30-day ban. as clearly the screen shot, I supplied to CIG doesn't show that I've allegedly had done to receive a 30-day ban as anyone can make up anything as *** website isn't secured as people can easily manipulate the *** website to make fake screenshots of anything they want.

• Initial Complaint

  Date:06/20/2024

  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.

  Cloud Imperium continues to falsify and bait-and-switch under a flimsy arguments that they are in fact allowed to do whatever they want, even fundamentally change the style and purpose of the game that they sold AFTER collecting funds. The *** classifies deceptive advertisement practices as illegal.First and foremost is EVERY piece of content shown and advertised here: ******************************************************************************* shows fake, unrealistic, and impossible feats within Star Citizen, and as such pass the title off as, "the best d*** space sim." per Cloud Imperium owner/found ***** Roberts (numerous times). Star Citizen is not a Space Sim and has recently received updates pulling it even further from "Simulation" and into something that is NOT what Star Citizen has been advertised to be at any point throughout the 12+ year crowdfunding campaign. This is not the first case of major deceptive practices. Attached are the commitments that Cloud Imperium has lied about with regard to its most ardent supporters, myself included. As a member of the chairman's club, Cloud Imperium proudly states its commitment to improving customer service among other topics. However, I have also had a number of *************** tickets ignored solely because of the bad attitude and discriminatory practices put in place by Cloud Imperium. On top of the continued lies and deceptions regarding the *************** services, Cloud Imperium has fundamentally changed the product in a way that is completely unrecognizable from the game that they were advertising as late as May of 2024.I expect ticket escalation per my initial request (ticket *******) and/or full refund of the $15,040.21 for the failure of Cloud Imperium to adhere to its initial sales promises and delivering a different product than sold. While I have spent many hours testing the early access alpha, that was before it was changed away from the product that it has been sold as for 12+ years.

  Business Response

  Date: 06/27/2024

  
  Thank you for your notice regarding complaint No. 21870951 
  
  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.
  
  The Customer is not owed the refund requested for the reasons broadly outlined herein. 
  
  To summarize the factual background: Star Citizen 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, 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: the player must expressly acknowledge and agree to these facts and terms before being able to proceed with each transaction.     
  
  Thereafter,i.e. after the player had the opportunity to access the game and evaluate its development status, scope, and playability, we offer a no-questions-askedrefund policy which per our Terms of Service (TOS) lasts 30 days.  To the extent that a customers request for a refund arrived within 30 days of the date of such real money transaction, we will honor it.  The Customer has several times expressly recognized the games Alpha state of development and the challenges inherent within and we sincerely appreciate this understanding. 
  
  As a member of our player audience, this Customer has enjoyed the ********************** content offerings for over four years, accumulating over ***** hours of gameplay himself, all the while committing over ************************************ at least April **************************************************** about June 27 2024, notably, a week after submitting this demand to you. Furthermore, for the majority of the transactions implied in his request, the Customer did not exercise his refund option at the relevant times.  We have already honored selective requests that were timely made.  His request for a full refund cannot be reconciled with his extensive amount of playtime and commercial activity over a period of four (4) years leading all the way to last year.
  
  Obviously,we very much regret that the Customer seems to have lost some of his previously exhibited enthusiasm for the game but we do appreciate his long-lasting support and hope that he will be pleased with our continuing effort to address the Alpha item recovery issue. Under our Terms of Service, to which he expressly agreed to literally more than a hundred times, pledges for as yet undelivered items are not refundable since they are expressly made to support the ongoing development of these items. 
  
  As noted previously, to the extent that a customers request for an individual transaction refund is received within 30 days of the date of such real money transaction, we will honor it pursuant to our Terms of Service and customer service policies and he need only contact Customer Support,ideally in a civil manner, and we will be pleased to help him.  

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21870951
  
  I am rejecting this response because:
  
  I am writing to express my disagreement with your terms and conditions. Your assumption that I have enjoyed the game is presumptuous. The claims about Star Citizen being the best **** space sim and the quality of your ********* services are not in line with my experience.
  Cloud Imperium has fundamentally changed the genre, style, function, and gameplay concept of Star Citizen, particularly its flight model. Your assertion that Star Citizen is for everyone is misleading. The game does not cater to users who require accessibility features, and this is a significant oversight.
  
  Furthermore, your promotional materials depict functions, features, and modes that are not currently possible or planned for the game (as seen on your ******* channel videos regarding ships). This is misleading to customers and a **** is only as good as the property you're claiming to sell, which is not what is actually delivered (i.e. fraud).
  
  I have not altered the terms of what Cloud Imperium was selling. Due to these practices, which I consider to be fraudulent, I am requesting a full refund. Alternatively, I would like to be contacted by an authorized and capable member of Cloud Imperiums senior leadership team to discuss an amicable resolution to these issues (including that of their "********* Support" that has let tickets languish for months).
  
  I look forward to your prompt response.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/03/2024

  We refer to our previous answer as to why a refund isn't due. In keeping with our open development philosophy, we regularly update the development roadmap keeping our backers informed of progress, with content being developed and delivered with quarterly patches, issue reporting boards,and multiple updates every week indicating the status of features in development as well as features being delivered.   Furthermore,the Complainants opinion that Star Citizen is not a Space Sim is similar to claiming that Star Trek is not science fiction based on the presence or absence of specific elements, tropes, or cultural commentary that he personally favors or disfavors is exactly that: an opinion.  No one fan of science fiction, however ardent, has the authority to dictate the terms of an entire genre to all other fans, let alone its authors.  We appreciate the varied and myriad opinions of all of our customers, conflicting though they may be at times, and, while we take feedback into account, as the developers of the game, design and feature decisions are ultimately ours to make, as it is with any game development project. 
  
  Accordingly, we consider the matter closed.
  

• Initial Complaint

  Date:04/02/2024

  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 was banned without warning for "chat violations" on Saturday, March 30th . I was given no log, no evidence, no indication of what happened or what "chat violations" I was actually accused of. I was suspended for 3 days without the ability to confront the evidence against me. I have emailed the company multiple times desiring an explanation and have received nothing for three days. In addition to not being able to log into the game Cloud Imperium has suspended my access to all facets of my account, including where I would go to appeal this ticket, see the details, or get any information. If I am unable to see the violations or receive an explanation I have no idea what part of **** I violated. Given the failure to communicate over the course of 3 days, the lack of evidence being provided to me of what violations occurred, and the disabling of my entire account leaving me without the ability to appeal or investigate the charges by viewing the ticket; I am requesting a full refund for poor business practices.

  Business Response

  Date: 04/05/2024

  Thank you for forwarding the user's ticket regarding the administration of our Rules of Conduct by Community staff on the *** Services.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.
  
  The user received temporary forum and chat probation as a result of violating our in-game conduct rules. The users moderation appeal request has been received and addressed;Player Relations answer to the users moderation appeal request indicated the conduct for which the temporary suspension was applied. No refund is due to a user for their own breach of our Terms of Service or the efforts needed to address them particularly as it pertains to the safety or well-being of other users on the service.
  
  There is no requirement that a user receive a warning prior to an in-game suspension; conduct may be actioned in real time.  We note that the ticket was submitted during a period of high activity which elongated the amount of time needed for proper address, which has been noted for internal feedback and quality control.  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21517172
  

  I am rejecting this response because:

   

  >Player Relations answer to the users moderation appeal request
  indicated the conduct for which the temporary suspension was applied.

   

  No, it didn't. I still have no idea what I was suspended for. No one will specifically say what I did, I have no idea what section of the *** or **** I violated because they will not communicate with me. They will provide no logs or specific instances of grievances. They close the ticket without your approval and there's nothing you can do. They say the issue is closed, and it's closed.
  

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

  Business Response

  Date: 04/18/2024

  The customer submitted an appeal request for his temporary suspension (now already elapsed), which was elevated for internal review and reported back to the user via Customer Support.  
  
  When investigating Code of Conduct violations, the internal review considers the circumstances, including the context of user behavior, the safety of other players, and the potential for user-on-user retaliation or cascading Code of Conduct violations.  User logs are often helpful during review, such however logs may also contain include personal disclosures by other users; in view of the preceding considerations, the decision as to whether to disclose log content during appeal is made on a case-by-case basis and rests with the company, not the user making the appeal.
  
  If the ******************** and the customer both consent, we can post the user's violation in a response here.  This is not, however, our practice, and make this exception only at our discretion, in compliance with law, and with respect to the rights of others.

• Initial Complaint

  Date:02/23/2024

  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.

  Cloud Imperium Games moderation issues, CIG internal support ticket #******* Moderation team does not apply the rules to everyone evenly across the spectrum forum across all channels of communication and private messages.Since I do not feel welcome by the other backers and the moderation team if I would like a full refund if we can't resolve this matter to everyone's satisfaction. I would need full refund to my pay pal account as I no longer have couple of the credit cards that I used to make transactions to CIG.

  Business Response

  Date: 03/01/2024

  Thank you for forwarding the user's ticket regarding the administration of our Rules of Conduct by Community staff on the *** Services.  
  

  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.

  The user received temporary forum and chat probation as a result of violating our site conduct rules.  We understand that the user indicates that he feels slighted by other community members; we receive the user's report as feedback for our Community team to consider in light of the context as a whole.  We must nevertheless note that a user's escalation or continuance of hostilities with other users is against our site code of conduct and a breach of the Terms of Service.  A user's breach of the terms of service does not entitle them to a refund.  Should a user feel attacked by other users, they are welcome to submit a ticket to the ******************** or Game Support teams for evaluation, which depending on the context and circumstances may or may not result in particular actions.  However, in any event, the continuation or escalation of hostilities by a user, even in response, remains a violation of the code of conduct and a breach of service terms by that user.  Allowing retaliation as a justifiable response to any perceived infraction would make any code of conduct unsustainable.  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21339142
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************
  
  The response hypocritical because the moderation team doesn't enforce the code of conduct rules across all of spectrum including ETF testing chat and private messages where theirs's a lot of hostility happing that's going unchecked. I've been slighted by other backers is an understatement. Here again in the response from the company I'm being told to submit support tickets when I'm being attack, what's the point when nothing is done to those who attack me in private message or in ETF testing chat?  Since the lack enforcement the code of conduct when it comes to private messages and ETF testing chat, only tells me that it's okay for people to hostile all they want is the message I'm getting. As I've reported a backer who was very hostile towards me in private message, nothing was done, and I didn't respond back to this person. Until the code of conduct is enforced across all of Sprectum including ETF testing chat and private message I do not feel safe at all. 
  
  
  

  Business Response

  Date: 03/04/2024

  As previously noted, the user's complaint is not basis for a refund, as his own conduct violations and escalations are not cause for one.  The moderation history of other users is indeed one of our concerns but the specifics of code of conduct actions are between the company and those individual users; the complainant is not, nor can be, privy to that information any more than those users should be privy to this user's. 

  We have also provided tools to all users for managing unwanted interactions, such as the user block feature.  It is understood that not all users on the internet will get along with one another.  Blocking interactions with other users removes the issue of the user's escalations or retaliatory violations; meanwhile if the other party continues their own misconduct, they do so at their own risk.

  The user's feedback has been forwarded internally for consideration.  The user is nevertheless not *********** a refund for website moderation conducted pursuant to applicable law, nor is the user *********** dictate or direct moderation policy.  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21339142
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************
  
  I wasn't asking for refund because the moderation team claimed I broke the code of conduct according to them thus reprimanded me. I asked for refund because I no longer feel safe or welcomed by the community or the by CIG due to lack of moderation action towards those who have been very hostile to me in chat and private messages. One of the backers that I've reported is still escalating things and I reported them again in ticket #*******.
  
  At this point I'm not really interested in a refund I just want the moderation team to apply the code of conduct rules across all communication areas and not only in public chat areas like they do now. Fair compromise I would say!
  
  BBB can close this as I have nothing further to say on this issue.

• Initial Complaint

  Date:01/09/2024

  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.

  The issue comes with the current Luminalia event, 2023 or the in game year of 2953.On 12/30/2023 at roughly 15:41 Mountain Standard Time, I completed the necessary, as advertised steps to earn the rewards I was advertised to be given. I received the message, that I would be given the reward on screen, and days later, I still hadn't received the reward.I would have waited longer, but friends I know, received their reward within a couple hours, when they completed necessary steps.I submitted a support ticket a couple days later, just to really give it time. The support request was answered about a week later, with the solution to just "play more" and it's being investigated.This is a pattern with Cloud Imperium Games, and seemingly every event they run, where they promise rewards to people, have massive problems, and when customers, like myself bring it up, they blame the customer, as if it's their fault, even if undeniable proof is given. This has become a recurring problem, which is why, I'm filing this complaint.A more notable offense, was 2023's Day of Vara event, where thousands of people complained openly on their own forums that a problem existed, and repeatedly, CIG kept blaming the customers. They claim they fixed the problem in the end, but I still know several people who never received their rewards as advertised they would be given.Customer support for this company is a joke, they refuse to be of assistance in most cases, except if it involves you wanting to give them money. All other cases, they ignore, blame the customer, or just straight refuse to help.Back to the problem at hand, I've resorted to screenshots and data capture to prove all of my support tickets for events, and other things if necessary. Yet, even with undeniable proof, it's a constant back and forth fight to get what I rightfully earned, given the description of their reward system.

  Business Response

  Date: 01/16/2024

  We have reviewed the Customers ticket and see that since the filing of this notice, the issue is either resolved or moot.   We receive the Customers feedback with appreciation and the intent to identify areas for improvement.

• Initial Complaint

  Date:01/09/2024

  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.

  My username is qlockworkk on Star Citizen, Discord and on Reddit. I was given a permanent ban on the official Star Citizen Discord server for only a first time violation. I tried to resolve the issue by contacting the official Star Citizen subreddit. I apologized and they explained to me that I would have to wait a month for them to consider unbanning me. I accepted that. I then waited longer than a month and they still refused to unban me. I don't think it's ok to hand out a permanent ban so easily. The discord server is one of the main ways to connect with other users so you can actually party up and enjoy many of the hard to achieve features of the game. By handing out permanent bans so haphazardly they are severely handicapping the user experience for many of their most dedicated players. This is not acceptable to me. I get making sure that rules are enforced is important but they need to loosen their grip. It's not cool to run a community with an iron grip like that. There needs to be a better system than just handing out permanent bans left and right. This is the official Discord server that Cloud Imperium Games manages for Star Citizen, not some small group a friends on a private channel. There needs to be some accountability for how they treat their users.

  Business Response

  Date: 01/16/2024

  Neither Cloud Imperium Games nor its affiliates run or administer a customer-facing subreddit or Discord.  While we are aware of a Star Citizen subreddit and Discord, these are fan communities administered by third parties and despite the Customers impression within his complaint, not official.  While some of our employees may visit or interact at these venues, they are not administrators of these platforms and do not enact or evaluate user bans at these sites. The Customers complaint in this instance is more properly directed toward the third party individuals who do administer those sites.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21080712
  
  I am rejecting this response because:

  You allow them to masquerade as the "official" communities, participate, and directly benefit from them. I do not believe that your company has zero administration over these communities. You could affect change if you wanted to but have deliberately set it up so that you can claim no responsibility. I believe that's a cop-out response and I do not accept your answer.

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

  Business Response

  Date: 01/19/2024

  This accusation is unfounded and patently false.  We neither permit non-official sources to pass themselves off as official, or vice-versa. We do not desire the Customer to have a poor experience, but we do not exercise administration over these third party online venues, nor do we know the substance of the Customers alleged first-time violation that led to his experience there.  The BBB and the Customer are welcome to inquire with Discord or Reddit directly regarding the administration or affiliation of those spaces if so inclined to verify, as the Customer seems disinclined to accept the truth of our response here.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21080712
  
  I am rejecting this response because:
  

  I do not believe it to be genuine. Why would you allow them use official branding from the game? They literally use the Star Citizen logo as their logo while other ** related communities create their own unique branding. They certainly intend to project a sense of authority over the ********************** and you guys just allow them to. I do not think that was an accident. If you really have no affiliation with them then you shouldn't be allowing them to use the ** branding and imagery as their own so users like me don't come barking up your tree. Either way, by design or through negligence I believe your company to have played a part in this negative experience.
  
  Sincerely,
  
  *******************************