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:04/07/2026

  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 signed up for the program as a free trial. I saw $200 but thought tha was a yearly charge. When I downloaded the program, I had to install other tools to utilize software. To the point where the software was too big for my laptop. As well as, I couldnt use the features because I was using an iPhone and a windows computer as opposed to to iPhone and Mac. So I stopped using the program. Deleted it. I received a email about a $0 invoice. 3 days later I was charged $200 and immediately I reached out to the company and cancelled. They didnt pick up but I called REMOVEDto dispute because $200 is a lot. I never used the program, I couldnt use it, it not only wasted my time but I feel robbed. I understand if I used the program or was on it for set amount of days after charge but no. Immediately cancelled. I tried to dispute the charge. But it didnt let me and I was told I was suspended. I dont mind the suspension cause I dont use it but you steal my money and when I report it. Thats the reaction. Im completely disgusted and will personally advocate against the company.

  Business Response

  Date: 04/07/2026

  Hello REMOVED,

  Thank you for reaching out to us. We have received your complaint and have located your active internal support request under Ticket #REMOVED.

  Our Customer Experience Team, specifically our colleague Azrael, is currently assisting you with this matter. To maintain clarity and ensure your concerns are handled efficiently, we have summarized the details of your account and the subscription terms below:

  Account & Subscription Status
  Original Plan: Unity Pro 30-Day Free Trial.
  Renewal Date: The trial period concluded on March 13, 2026.
  

  Per the terms agreed upon at signup, the trial automatically transitioned into a Unity Pro annual subscription (paid monthly) because it was not canceled before the renewal date.
  Addressing Your Concerns. The $0.00 invoice you received was the closing statement for the free trial period. The subsequent charge relates to the first month of the 12-month commitment period (Invoice INZ02754730).

  
  Just so you know, Unity sends automated reminder emails leading up to the end of a trial period. These emails include specific instructions on how to cancel the service to avoid transitioning into a paid commitment.
  

  As outlined in our Legal Terms of Service (REMOVED), Unity Pro subscriptions have a 12-month commitment period. Once this period begins, the account holder is responsible for the monthly payments until the 12-month term is complete.
  

  We understand that you experienced technical hurdles regarding hardware compatibility and file sizes. While we acknowledge your frustration, the subscription remains subject to the terms of the annual commitment.

  We encourage you to continue your dialogue directly with Azrael within Ticket #REMOVED. She is the dedicated specialist for your case and can provide any further clarification or assistance regarding your account status.

  Thanks for your understanding.

  Customer Answer

  Date: 04/07/2026

   
  Complaint: 24724047
  
  I am rejecting this response because:
  to formally dispute the charges associated with my account.
  
  I signed up for what was as a free trial and did not knowingly agree to any long term financial commitment. At no point was it made clear to me during sign up or in the initial invoice that failing to cancel would result in automatic enrollment in a recurring plan exceeding $200 per month, or that I would be committing to a 12-month obligation.
  
  
  I did not actively use the service, nor was I aware that the trial had converted into a paid subscription. The terms regarding automatic renewal and long term commitment were not presented in a clear or conspicuous manner.
  
  
  Because of this, I am requesting the following:
  
  
  Immediate cancellation of my subscription
  Refund for if not full, partial. 
  Sincerely,
  
  REMOVED

  Business Response

  Date: 04/09/2026

  Hello REMOVED,

  Thank you for your follow-up.

  We have reviewed your rejection and your concerns regarding the transparency of the subscription terms.

  At Unity, we strive for clear communication regarding our trial-to-paid transitions. Our records indicate that multiple notification emails were sent on March 5, 2026 (7-day reminder) and March 11, 2026 (1-day reminder), outlining the upcoming renewal and the steps required to cancel before a commitment began.

  However, we understand your frustration. To ensure this is reviewed with the utmost care, we have escalated your case to a Customer Experience Manager.

  The Manager will review the details of your request, specifically the timeline of your cancellation attempt and your request for a waiver of the remaining commitment, and will contact you directly via Ticket #REMOVED.

  We ask that you monitor your email for their response, as all further communication regarding a resolution will take place through that secure support channel.

• Initial Complaint

  Date:03/25/2026

  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 amount of time an money is not paying out what you promised . I enjoy the game but I'm not getting anything back as promoted in advertising. IS THIS A SCAM?

  Business Response

  Date: 03/25/2026

  Hey there,
  
  Thank you for getting in touch.
  
  My apologies for any confusion this may have caused. To make you aware, Unity Technologies provides world-class tools for content creators to develop, operate, and monetize their games and applications. Beyond making these development tools available to the market, Unity Technologies has no affiliation with the creator of these games and does not otherwise own or control the development or operation. As such, we are not able to assist you with this issue. However, I understand your confusion, as this game was most likely created with the free version of our game engine. Our logo would have appeared on start-up (also known as a splash-screen).
  
  I understand that this app is not on the REMOVEDPlay Store. However, contact information is typically found within the application's settings or on the relevant app store page.
  
  Additionally, if you believe that the game engages in fraudulent behavior, it may also be helpful to contact the distribution platform from which you acquired the game (for example, the Apple App Store or the REMOVEDPlay Store) to alert them of the fraud.
  
  You can find more information about this topic in our knowledge base article REMOVED
  
  I hope this helps.

• Initial Complaint

  Date:01/24/2026

  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.

  They claim to do cash payouts. Ive won over REMOVEDand never got paid one cent. Fake, phony, false advertising

  Business Response

  Date: 01/26/2026

  Hey there,

  Thank you for getting in touch.

  My apologies for any confusion caused here. To make you aware, Unity Technologies provides world-class tools for content creators to develop, operate, and monetize their games and applications.Beyond making these development tools available to the market, Unity Technologies has no affiliation with the creator of these games and does not otherwise own or control the development or operation. As such, we are not able to assist you with this issue. However, I understand your confusion because this game was most likely created using the free version of our game engine. Our logo would have appeared on start-up (also known as a splash-screen).

  I understand that this app is not on the REMOVEDPlay store. However, contact information is typically found within the application's settings or on the relevant app store page.

  Additionally, if you believe that the game engages in fraudulent behavior, it may also be helpful to contact the distribution platform from which you acquired the game (for example, the Apple App Store or the REMOVEDPlay Store) to alert them of the fraud.

  You can find more information about this topic in our knowledge base article REMOVED
  

  I hope this helps.

  Customer Answer

  Date: 01/26/2026

   
  Complaint: 24440153
  
  I am rejecting this response because:

  unity Games is on the title, therefore they should be held responsible for the users non payment issues.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/26/2026

  Hello REMOVED,

  Thank you for your response.

  I completely understand your frustration, and I see exactly why the presence of the "Unity" logo on the title screen leads to the conclusion that we are responsible for the game's operation and payments.

  I want to offer full transparency on why that logo appears. Unity Technologies creates the software engine that developers use to build games, much like REMOVEDprovides Word for people to write documents. When a developer uses the free version of our software tools, our logo is automatically required to appear on the splash screen during start-up.

  However, Unity does not own, manage, or have access to the internal systems of games created with our tools. We are the technology provider, not the publisher or the operator of the specific game you played. Because we have no control over the game's revenue or user accounts, we physically cannot process the payment or reward you are owed. You can find more information in our knowledge base article REMOVED.

  Since the game developer is failing to fulfill their promises, we strongly recommend you report this application directly to the REMOVEDPlay Store or Apple App Store (depending on where you downloaded it). They operate the marketplace and have the authority to remove fraudulent apps and issue refunds where applicable.

  We regret that the developer has used our platform to create a negative experience for you.

  Customer Answer

  Date: 01/28/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

  However, the Unity Logo implies responsibility.  Its sad that you let your brand be associated with scammers

• Initial Complaint

  Date:10/19/2025

  Type:Order 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.

  Dear Na Kero,Thanks for contacting the Unity Customer Experience team!Your ticket #REMOVEDhas been created. A Customer Experience Advisor will review your question and respond as soon as possible.We are currently receiving a high volume of requests relating to accounts, licensing, subscriptions, and the Asset Store. This has caused a significant delay in our response times.For immediate help, check our Knowledge Base or speak to UB-1, our chatbot in the bottom left of the Knowledge Base.Forgotten to include something in your email? Already resolved the issue? You can either respond to this message or click the link here to let us know:REMOVEDFor technical questions, we recommend using our active Community sites. Here you will find questions answered by Unity engineers and fellow users, as well as having the option to create your own posts:REMOVEDIf you would like direct support from Unity Engineers, please have a look at our paid services here:REMOVEDKind regards,Unity's Customer Experience Team REMOVEDcan't refund please help me

  Business Response

  Date: 10/20/2025

  Hello there,
  
  Thank you for bringing this matter to our attention.
  
  We have located the customers existing support request under ticket #REMOVED, which concerns a refund request for an Asset Store purchase (Order ID: REMOVED. To ensure the most accurate and secure handling of the case, we will continue our communication and provide the next steps directly through that support ticket.
  
  Our Customer Experience team will review the situation in detail and respond to the customer shortly through the existing support channel with an update on the refund request and any available resolution options.

• Initial Complaint

  Date:10/06/2025

  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.

  They offer rewards on video games for meeting requirements on other video games. Some are to reach a certain level and some are to spend money. I have done many and got rewards but I have also I have done both meet levels and paid money and not got my rewards. I have opened many tickets with their customer service. I give all the requested information. I verify my email address and I get automatically denied. Its very simple. I can show you a few screenshots and you can see I clearly met the requirements for the rewards and the rewards are large. Would be hundreds of dollars if I spent actual money on them. They owe me REMOVEDcredits or emeralds in Hero Wars. In the game they cost $101.99 USD for REMOVEDemeralds. If Im doing my math correctly that is almost $500 USD of emeralds. But they will not pay out. I do not want money or anything I just want them to pay me my in game rewards they have promised me and Im sure if they are doing this to me they are doing this to countless others and it should be stopped.

  Business Response

  Date: 10/06/2025

  Hey there,

  Thank you for getting in touch.

  My apologies for any confusion caused here. To make you aware, Unity Technologies provides world-class tools for content creators to develop, operate, and monetize their games and applications.Beyond making these development tools available to the market, Unity Technologies has no affiliation with the creator of these games and does not otherwise own or control the development or operation. As such, we are not able to assist you with this issue. However, I understand your confusion because this game was most likely created using the free version of our game engine. Our logo would have appeared on start-up (also known as a splash-screen).

  I understand that this app is not on the REMOVEDPlay store. However, contact information is typically found within the application's settings or on the relevant app store page.

  Additionally, if you believe that the game engages in fraudulent behavior, it may also be helpful to contact the distribution platform from which you acquired the game (for example, the Apple App Store or the REMOVEDPlay Store) to alert them of the fraud.

  You can find more information about this topic in our knowledge base article REMOVED

  I hope this helps.

• Initial Complaint

  Date:09/08/2025

  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.

  The business/app promised a cash out to my account. I want them to delete all my information out their system

  Business Response

  Date: 09/09/2025

  Hey there,

  Thank you for getting in touch.

  My apologies for any confusion caused here. To make you aware, Unity Technologies provides world-class tools for content creators to develop, operate, and monetize their games and applications.Beyond making these development tools available to the market, Unity Technologies has no affiliation with the creator of these games and does not otherwise own or control the development or operation. As such, we are not able to assist you with this issue. However, I understand your confusion because this game was most likely created using the free version of our game engine. Our logo would have appeared on start-up (also known as a splash-screen).

  I understand that this app is not on the REMOVEDPlay store. However, contact information is typically found within the application's settings or on the relevant app store page.

  Additionally, if you believe that the game engages in fraudulent behavior, it may also be helpful to contact the distribution platform from which you acquired the game (for example, the Apple App Store or the REMOVEDPlay Store) to alert them of the fraud.

  You can find more information about this topic in our knowledge base article REMOVED

  I hope this helps.

  
  

• Initial Complaint

  Date:06/23/2025

  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.

  I am filing this complaint regarding Unity Ads Transfer Funds feature, which I used under the mistaken belief that it would initiate a payout to my bank account. Instead, the funds were transferred to Unitys internal advertising budget (User Acquisition), and I later learned that these transfers are irreversible a fact that was never disclosed clearly during the process.Key Details:I transferred three amounts: $151.35, $541.00, and $493.00 I did not use any of these funds in REMOVEDI contacted Unity Support immediately after the transfer, but was told that once the transfer is complete, we wont be able to make any revisionsNowhere during the transfer flow does Unity inform the user that transfers are final and cannot be reversed, which is critical information and misleading in a financial interface Why I'm Filing This:This is a UI and transparency failure on Unitys part There was no warning, confirmation, or disclosure that the transfer was non-reversible I acted in good faith and attempted to resolve the issue directly with Unity, but they refused Resolution Requested:Im requesting that Unity:Reverses the three transfers or Returns the funds to my monetization payout balance, so they can be withdrawn normally.Thank you for considering this complaint.Sincerely,REMOVEDBENCHLIH REMOVEDUnity Organization: ayoubenchlih

  Business Response

  Date: 07/01/2025

  Hi there.
   
  Thanks for your message.

  I apologize for the delay in our response and for any inconvenience caused.

  I've read the details of your complaint and can see this is associated to Unity Ads which is something we cannot assist directly via this form. Feel free to submit a ticket to the Ads team directly at REMOVEDand they will get back to you as soon as possible.
   
  Thanks for your understanding.

• Initial Complaint

  Date:04/18/2025

  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.

  I downloaded a game app called Elimination Big Bang that stated you could win real money and cash out to REMOVEDor, other debit cards or, tour personal bank. I began playing this game and when REMOVEDreached an amount where i could cash out $1000, i selected it. It instructed me to watch ads until the number at the bottom of the screen my money would be sent to me. They never asked for any banking info but their app said it was in process. Again at $1500 and another at $2500. To this day Ive received nothing including a response to the contact us i sent them!

  Business Response

  Date: 04/22/2025

  Hey there,

  Thank you for getting in touch.

  My apologies for any confusion caused here. To make you aware, Unity Technologies provides world-class tools for content creators to develop, operate, and monetize their games and applications. Beyond making these development tools available to the market, Unity Technologies has no affiliation with the creator of these games and does not otherwise own or control the development or operation. As such, we are not able to assist you with this issue. However, I understand your confusion because this game was most likely created using the free version of our game engine. Our logo would have appeared on start-up (also known as a splash-screen).

  I understand that this app is not on the REMOVEDPlay store. However, contact information is typically found within the application's settings or on the relevant app store page.

  Additionally, if you believe that the game engages in fraudulent behavior, it may also be helpful to contact the distribution platform from which you acquired the game (for example, the Apple App Store or the REMOVEDPlay Store) to alert them of the fraud.

  You can find more information about this topic in our knowledge base article REMOVED

  I hope this helps.

• Initial Complaint

  Date:04/08/2025

  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.

  I downloaded a game from unity called Dice Master. Dice Master: Dream Board It said on the ads that I clicked on to download the game it would pay you to your REMOVEDaccount. I played for months on that game and watched all their ads. I go to get paid each time which they owe me over $22,000.00 dollars. I have emailed the games email no response. I want my money that is owed. Unitys name is on the game when I downloaded it. It comes up unity every time I went to the game. If unity allows people to create games on their website they should be accountable too. Unity needs to go after these people who create games on their website if they are not going to be legit. That is not fair to the players who play games that are created on their platform plus it. It gives unity a bad name if it gives bad service. I will not download another game from this company again. To me unity is fraud if they let their game creators to use their name and not pay the players the money they win.. This is the email the game gives for support or contact them. REMOVEDI tried multiple times emailing asking for my money I won. I even sent photos to the email of them saying my money was going to my REMOVEDaccount which it never did. Please make unity be a ligit platform they should take away the game creator rights from these people who are doing fraud. When you go to the ads lots of them are ads for unity games to download. So they should be held accountable too. REMOVED

  Business Response

  Date: 04/09/2025

  Hey there,

  Thank you for getting in touch.

  My apologies for any confusion caused here. To make you aware, Unity Technologies provides world-class tools for content creators to develop, operate, and monetize their games and applications. Beyond making these development tools available to the market, Unity Technologies has no affiliation with the creator of these games and does not otherwise own or control the development or operation. As such, we are not able to assist you with this issue. However, I understand your confusion because this game was most likely created using the free version of our game engine. Our logo would have appeared on start-up (also known as a splash-screen).

  I understand that this app is not on the REMOVEDPlay store. However, contact information is typically found within the application's settings or on the relevant app store page.

  Additionally, if you believe that the game engages in fraudulent behavior, it may also be helpful to contact the distribution platform from which you acquired the game (for example, the Apple App Store or the REMOVEDPlay Store) to alert them of the fraud.

  You can find more information about this topic in our knowledge base article REMOVED

  I hope this helps.

• Initial Complaint

  Date:02/28/2025

  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.

  Unity charged my card an extremely high amount without my permission. I never subscribed to this plan and they forced it on me without my consent. When I refused to pay they canceled my account. This is not ethical.

  Business Response

  Date: 02/28/2025

  Hello there,

  Thank you for reaching out regarding your concern.

  After reviewing your case, I can confirm that it is already being handled by our team under ticket #2100823. The matter has been escalated to the relevant team within Unity, and they are currently reviewing it.
  
  We appreciate your patience, and we encourage you to follow up through your existing support ticket, where our team will provide updates as soon as there is a resolution.

  Please let us know if you need any further clarification in the meantime.