ComplaintsforUnity Technologies

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unity games promises you with a payout but they never pay like panda slots coin pusher for example I've done the required tasks they make you do before a payout however thousands were on front of me then when i hit 743 people ahead of me or changed back to 9754 people like the first time that's bull c*** they don't pay out to you

  Business response

  05/16/2024

  Hey ********,
   
  Thank you for getting in touch.
   
  I'm sorry for the confusion caused here.

  After going over the details you have shared, it seems you are referring to games or a game made with Unity. I would like to let you know that even though these games or apps were made with Unity, we do not own them, nor we are responsible for rewards, bugs or issues you can find on them.
   
  I understand your confusion because the game you are playing was probably created using the free version of our game engine, and our logo would have appeared on start-up (also known as a splash screen).
   
  In this specific situation, it is necessary to contact the developer of the game or application directly so they can provide you with a resolution regarding any kind of reward or in-game prize. This would be directly through the store where you downloaded/purchased the game. Specifically: ****** Play or the App Store os Steam.

  I hope this helps in some way and provides clarity on the situation.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free trial with Unity in June of 2023. My goal was simply to upload some game design assets I created to their store. However, they wouldn't let me do so without getting Unity first.Once I had Unity, I immediately set about trying to upload my files, but I ran into trouble with the site not processing them. I contacted support and asked for help. They took a month getting back to me. Afterward, I had my files uploaded but needed to wait for them to be approved before I could sell them. By now, we were into August and they were charging me monthly. I ended up waiting several months for them to get back to me about the content I was trying to upload, as well as additional fixes to my software. Finally, in October of that year, I began actively looking for ways to delete the software because it just wasn't doing the one thing I had downloaded it to do and I just wasn't hearing back from Unity on how to fix it.It was difficult figuring out how to delete my subscription so I asked Unity Support for help again and once again they took a long time getting back to me. By November I'd figured out how to delete it myself and attempted to do so. But Unity continued to charge me for November and December. I emailed them again to ask why. And here again they took forever to respond.Finally in late April 2024, someone contacted me to tell me that I was signed up for a year long subscription and wasn't allowed to cancel. Meanwhile I've been getting threatening emails saying I owe Unity money.I never signed up for a year-long subscription. I only signed up for the free trial. The product they sold me never worked for intended purpose. I never did manage to upload a single asset to the store because of all the errors. Their customer support is unreachable. I deleted my subscription and the software in November but they are continuing to try and charge me for a product I no longer have.I need help getting my money back and getting them to leave me alone.

  Business response

  05/17/2024

  Thanks for contacting Unity,
  
  We appreciate the opportunity to address the concerns raised by the customer regarding their ******************** Pro subscription. We have thoroughly reviewed the details of the case and would like to provide clarification in response to the points raised.
  
  Firstly, we would like to emphasize that at Unity, we are committed to providing transparency regarding our subscription terms and conditions. As outlined in our Terms of Service (*********************************************************), specifically section 9.3 Subscription Term, each subscription to an Offering is for a fixed, limited term, and will automatically renew at the then-current price and terms unless cancelled prior to the renewal date. Customers are notified of upcoming renewals and their right to cancel before the renewal date, as per our standard practice.
  
  In this particular case, the customer signed up for a ******************** Pro free trial on June 16, 2023, with full knowledge that the trial would automatically convert to a full subscription with a 12-month commitment after 30 days. The subscription moved to a full 12-month commitment on July 16, 2023. Despite our reminders and notifications about the upcoming renewal, the customer did not contact us until November 18, 2023, which was well beyond the 14 day courtesy grace period for cancellations and refunds.
  
  Regarding the issues the customer encountered with ********************, we regret any inconvenience experienced. However, it's important to note that our refund policy, as outlined in our Terms of Service, does not extend to cases where the software was found to be unsuitable for the customer's specific needs or preferences. ******************** provides extensive documentation, tutorials, and customer support channels to assist users in resolving technical issues and utilizing our software effectively.
  As per our investigation, the subscription remained active from July 16, 2023, until December 16, 2023, with no subsequent payments after the ones mentioned. The subscription is currently in ******* status, indicating that it has been disabled due to non-payment.
  
  While we understand the customers frustration, based on the terms agreed upon at the time of subscription and the lack of communication within the designated grace ******* we are unable to honor the refund request for the five months of Unity Pro subscription. However, we want to ensure the customer's satisfaction and we can proceed with deleting their account from our records as requested.
  
  Thanks for facilitating this communication and remain committed to upholding the highest standards of customer service and satisfaction.
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am lodging a complaint against the Unity Asset Store regarding an unsatisfactory refund process and the performance of an asset purchased from their platform. Despite repeated attempts, Soft Bulb LLC has faced significant delays and inadequate responses in resolving the issue.I purchased the "Obfuscator" asset from the Unity Asset Store, which has proven to be unusable, causing crashes during the build process. Despite providing detailed information and initiating a refund request, no resolution has been reached.The asset's advertised functionality does not align with its actual performance, raising concerns of false advertising. Soft Bulb LLC urges the Unity Asset Store to promptly address this matter and provide an expedited refund.Thank you for your attention to this matter.

  Business response

  05/14/2024

  Thank you for bringing this matter to our attention.
  
  We would like to provide an update on the situation. After conducting a thorough review and consulting with our internal asset store team, we have approved the refund for the customer in question. The refund process has been initiated, and the funds are expected to be returned to the customer's payment method within the next 10 days. Additionally, we will be communicating directly with the customer through their support ticket #******* to inform them of the actions being taken.
  
  Should you require any further information or details, please do not hesitate to reach out to us.
  
  We appreciate your attention to this matter.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've played two games which were advertised using Unity's advertising system and which runs on their engine.I've put hundreds of hours of my time in and have not been paid for it. However, unity makes money on these advertisements (not just the developer.)Unity perpetuates this type of predatory behaviour by spreading and advertising these fraudulent apps. They make no effort to crack down on the abuse of their system and it affects the most vulnerable members of society, the most desperate and poor.They have the opportunity to shut down adverts and the shut down accounts making money through fraud and they don't.I don't want to hear "we're not to blame." ****** Play says the same thing despite advertising them and not tagging them down after months of flagging bt users. Both of you are to blame (directly after the developer whom you enable and embolden.)There are years of online complaints about this. You've cost people hundreds of millions of hours of their lives, and worse, their hope.At the very least, you should be facilitating contact between the scammers (developers) so that consumers can follow up with legal action. Instead, you allow them to remain hidden.

  Business response

  02/02/2024

  Hi there,??

  My apologies for any confusion caused here. It sounds like you may be talking about a game made using Unity.? ?
  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.

  
  ?I understand the 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).? ?If you are experiencing a problem with this game, we suggest you contact the game developer to reach a solution.? 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 ****** Play Store) to alert them of the fraud.? ?

  
  My apologies I cannot be of any immediate assistance on this occasion; however, I hope the above information will help you resolve the issues you are experiencing.?

  
  Kind regards

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is stealing my personal information it's been over a month for there app to verify my account to cash out for money by playing games Astra games world is the company and app they also use tiliapay who does the verification I have screenshots of emails with both company and nothing has changed I'm filing a cyber complaint with the *** they need to be shutdown permanently

  Business response

  12/11/2023

  Hi there,??

  My apologies for any confusion caused here. It sounds like you may be talking about a game made using Unity.? ?
  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.
  ?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).? ?If you are experiencing a problem with this game, we suggest you contact the game developer to reach a solution.? 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 ****** Play Store) to alert them of the fraud.? ?

  
  My apologies I cannot be of any immediate assistance on this occasion; however, I hope the above information will help you resolve the issues you are experiencing.?
  Kind regards
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The description of the app in the ****** app store was Solitaire Cash and it promised to pay out at $150. As you work through winning rounds of solitaire the rewards get smaller and smaller the closer you get to that $150 goal. But even though it goes all the way down to 35 cents once you get to $140 range but you never make it to the end because at this point I am $2 away from the $150 and it gives me back to back ads and never even allows me to play to complete the game. Totally scammed me out of so many hours it made me regret to count. This is fraudulent

  Business response

  12/06/2023

  Hi there,??

  My apologies for any confusion caused here. It sounds like you may be talking about a game made using Unity.? ?
  

  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.

  
  ?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).? ?If you are experiencing a problem with this game, we suggest you contact the game developer to reach a solution.? 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 ****** Play Store) to alert them of the fraud.? ?

  
  My apologies I cannot be of any immediate assistance on this occasion; however, I hope the above information will help you resolve the issues you are experiencing.?
  Kind regards
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I played the unity game word rambler and i won over twenty five thousand dollars on it as well as other games they had they put the money on a quay and resfused to pay me any of the money advertising that it goes into paypal or money app but they dont pay up their advertising is false I just want paid the money that I won it has been three months now and still no money I contacted the company and they blew me off

  Business response

  10/31/2023

  
  Hi there,??

  My apologies for any confusion caused here. It sounds like you may be talking about a game made using Unity.? ?

  
  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.

  
  ?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).? ?If you are experiencing a problem with this game, we suggest you contact the game developer to reach a solution.? 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 ****** Play Store) to alert them of the fraud.? ?

  
  My apologies I cannot be of any immediate assistance on this occasion; however, I hope the above information will help you resolve the issues you are experiencing.?
  Kind regards

• Initial Complaint

  10/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I played several online casino games with Unity, and have racked up prize money that is owed to me, for my playing the games. The payments were to go to my PayPal-***************************** The games played was Bingo Garden jackpot that I racked up is $356,603.30, they say I could cash out *****, with each game, went through the process, and said I would receive several PayPal gift cards in 5 business days to my PayPal account and never did. I have other prizes as well, trying to collect coins to get the rest of my payouts. The new other game is Magic Slots Casino and I have a balance of ******. I also did all of the incentives to get payouts and this is what I am waiting several payouts to PayPal.

  Business response

  10/30/2023

  Hi there,??

  My apologies for any confusion caused here. It sounds like you may be talking about a game made using Unity.? ?
  

  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.

  
  ?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).? ?If you are experiencing a problem with this game, we suggest you contact the game developer to reach a solution.? 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 ****** Play Store) to alert them of the fraud.? ?

  
  My apologies I cannot be of any immediate assistance on this occasion; however, I hope the above information will help you resolve the issues you are experiencing.?
  Kind regards

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I won ****** dollars playing the game went to cash put .I had to open a paypal account has thr hame showed a paypal card that thr ****** was going to be loaded on in 7 business days. They even had a count down clock showing how long until it loaded the ****** on the card. Well when it was time the card disappeared and no money was sent to the account I opened. Up .n

  Business response

  09/27/2023

  Hi there,??

  My apologies for any confusion caused here. It sounds like you may be talking about a game made using Unity.? ?

  
  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.
  ?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).? ?If you are experiencing a problem with this game, we suggest you contact the game developer to reach a solution.? 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 ****** Play Store) to alert them of the fraud.? ?

  
  My apologies I cannot be of any immediate assistance on this occasion; however, I hope the above information will help you resolve the issues you are experiencing.?
  Kind regards
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hugely material licensing and pricing changes that are being implemented for preexisting products built under a previous license. They appear to be intended to harm small developers.

  Business response

  09/14/2023

  Hi there,

  I am so sorry that you feel this way.
  

  There has been a lot of confusion about our new pricing and the great news for smaller developers is that there will be no longer be a revenue cap, meaning that if you earn over $200,000 you will not legally need to purchase a license after January ********. This means developers can decide whether it is cheaper to buy a license with a certain number of installs included, or have no license and possibly pay the runtime fees, depending on the predicted number of installs.

  Please take a look at this tweet for more clarity: *********************************************************************
  

  If you have any specific questions for your case, please do contact our support team: **********************************************************************************************************************

  All the best.

  Customer response

  09/14/2023

   
  Complaint: 20595684
  
  I am rejecting this response because:

  None of the core issues were addressed. This is still a predatory shift that will largely punish successful indie developers, as its pricing is the same regardless of the price of the game itself.  

  This is a transparent attempt by industry leaders to push out smaller developers using anticompetitive practices.
  
  Sincerely,
  
  ***********************************

  Business response

  09/19/2023

  Hi there,

  I understand that you're still feeling let down. I'm really sorry for that. We are continuing to listen to feedback from our developers and expect some updates to go out before the end of this week.

  To be clear, these changes have never been intended to harm our smaller developers and nearly all of them have not and will not be impacted by these changes to our charging.
  

*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. ↩