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Business Profile

Computer Gaming Center

Shadow US, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Gaming Center.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/14/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Mikel has been having issues with his Shadow PC not starting since January 17th and has been working with Shadow Support. Despite paying for the service, he hasn't been able to use it. He requested a refund and cancellation on February , stating he had no usage and has been in contact with tech support for months. Shadow Support has denied his refund request, citing their contract terms that require cancellation at least 24 hours before the renewal date. They have set his subscription to "non-renewing" but will not issue a refund.

  • Initial Complaint

    Date:03/05/2025

    Type:Billing Issues
    Status:
    Unpursuable
    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.
    Shadow Refused to Cancel Subscription and Continued Charging After Multiple Requests

    I requested cancellation of my subscription on January 2, 2025, but the company refused to process it, stating that an unpaid invoice had to be settled first. After making the payment, I requested cancellation again on February 2, 2025, well before my next billing cycle. However, instead of honoring my request, the company demanded an explanation before proceeding with the cancellation, which is an unnecessary and obstructive requirement.

    I did not see their response because they sent an email that went to my junk mail, making it difficult to track my cancellation status. Because of this intentional delay, I was charged again on March 1, 2025, despite my clear request to stop payments.

    I should not have been charged after my initial request on January 2nd. I absolutely should not have been charged on March 1st.

    I have contacted their customer support multiple times, but they have ignored my most recent cancellation request for over 72 hours. Meanwhile, other customers were able to cancel their subscriptions without needing to provide an explanation, meaning the company selectively enforces its cancellation policies.

    This is a deceptive business practice and violates fair consumer protection laws by making cancellations intentionally difficult and continuing to charge customers without consent. I request an investigation and appropriate action against the company for unfair billing practices.

  • Initial Complaint

    Date:06/26/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been having multiple issues with this company for a while now and I have finally decided to cancel my subscription. I am being told that I am not allowed to cancel my subscription until I pay for an additional month of service. I have no interest in being a customer of this business going forward and the billing cycle has the subscription paid in advance so I am effectively being strong armed into paying for an additional month of service that I do not want and have been told that they are going to continue attempting to charge my bank account even though I have specifically told them they do not have permission to do so.

    I need my account and all associated data deleted and removed and I need to be assured that they will not fraudulently charge me for a month of service that I have not authorized.

    Business Response

    Date: 05/16/2024

    Hello,

    We have received your complaint and appreciate the opportunity to respond. All customer complaints are taken seriously and are carefully reviewed by *** ** *** *** ******** ********** ****. 

    Upon careful review, we have determined that the complaint has been improperly filed against ******** **. We do not have an account for the name, email, or address provided in this complaint. The complaint indicates a desired outcome/settlement that we are unable to provide as we do not have access to Shadow accounts. Please redirect your complaint to Shadow US Inc. ************************************************************************************************** and remove your complaint from ********** profile. 

    If you believe that the complaint is properly addressed to ******** **, please provide additional account details so that we may help resolve this issue. 

    Kind regards,

    ******** **

  • Initial Complaint

    Date:10/04/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had a subscription to the service for $29.99 a month starting in June. I used the subscription only briefly before not using it for a time. I went to use my service today and encountered a login loop blocking me from accessing my service. I attempted to resolve this first by talking to customer service which turned out to be a bot that wasn't responding to me. I then proceeded to enter a discord server and a support ticket through the website. I was ignored in both instances. I originally just wanted access to my product, but after seeing other complaints and lack of response to said complaints in their discord I can clearly see this product/service is certainly a scam. And if it isn't it's just so poorly run it might as well be a scam. They shoudn't be permitted to continue to rip people off.

Shadow US, Inc. is NOT a BBB Accredited Business.

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