Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  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 made a purchase through Xsolla on July 6, 2025, for a Badlion Premium subscription (Badlion is operated by **************). Prior to purchase, I reviewed Badlions official refund policy, which clearly stated that refunds were available for subscriptions if requested within 48 hours. I requested a refund within 24 hours, but the company denied it, stating all sales were final. When I quoted their refund policy back to them, they responded that their own public-facing policy was "incorrect" and still refused to refund me.They ignored my follow-up communications entirely. This conduct constitutes false or misleading advertising, as the purchase was made based on a publicly stated refund policy that they later disclaimed and refused to honour.Since Xsolla was the payment processor for this transaction, I am filing this complaint to alert you that your platform is being used to process payments for a merchant engaging in deceptive practices. I have also filed a complaint with ************* and initiated a chargeback with my bank.I am requesting a full refund of this transaction and for Xsolla to investigate this merchants practices in line with your responsibility as the payment processor. I can provide screenshots of the refund policy, all communications, and proof of timing upon request

  

  Business Response

  Date: 07/18/2025

  Hello,

  Thank you for contacting Xsolla Support and for providing detailed information regarding your recent transaction and experience with Badlion. We sincerely regret to hear about the difficulties you've encountered and understand your frustration, especially regarding the conflicting refund policy and lack of follow-up from the merchant. At Xsolla, we take concerns involving transparency and fair business practices very seriously.
  
  We appreciate you bringing this to our attention. As the payment processor, our role includes ensuring that transactions on our platform meet the standards expected by both customers and regulatory bodies. We will reach out to the merchant directly to clarify the situation and address the concerns raised.
  
  Thank you again for your patience and for bringing this issue to our attention.
  

• Initial Complaint

  Date:07/09/2025

  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.

  On January *****th of this year, I purchased a package through scopely that xsolla processed the paynent for. Scopely did not provide me with the proper pack and would not initiate a refund for me, so I filed a chargeback on my credit card. Xsolla has flagged this as fraud even though my bank did a fraud review before returning my money. Now I am locked out of my account that I need to pay for my game and therefore cannot progress properly. They asked for copies of stuff they already had and after i gave them everything they still said it was fraudulent and that I can never do business with them again.

  

  Business Response

  Date: 07/10/2025

  Hello,
  
  We're sorry to hear that you faced this issue. Please note that we take security and compliance very seriously, when we receive any notification about unauthorized payments, we block the whole access to our payment platform for security reasons. 
  
  We may consider unlocking your account from our side, if you verify yourself as the owner of the payment account. Unfortunately, we do not see any latest requests from you in our records. Please, feel free to contact us at ******************************* so that we could investigate the issue and help you.
  
  Thank you!

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23573353
  
  I am rejecting this response because: i already contacted your customer service multiple times, I sent them copies of my bank statement with the transaction in it. I don't know how I can prove i own the account any better. They told me they could not help, and that the system would not allow them to help. Sending me back there does not solve the problem. I get an appreciate security, but at some point you guys need to figure out something better than the system you have now to respond to people's complaints. You have customer service agents who from the automated responses they give come off cold and seem pleased and incentivized make sure they do not provide any help. All I wanna do is spend money through you.  I spend like ***** bucks a.month on this game, it wasn't like i was moving thousands of dollars a month through or something. *****************************,  **********. All I want is help, and not one person ut of the many i have talked to has bothered to try, i just get the same stupid contact this email response which brings me full circle to the same nightmare. The twilight zone of customer service.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/17/2025

  Hello,
  
  I'm sorry to hear about the issues you're encountering with your account. Upon checking, I can see that the help support team has responded to your email on this Ticket #*******. I recommend you reply to the email with the requested information so that our support team can provide further assistance. I hope your issue gets resolved smoothly.
  
  Thank you.

• Initial Complaint

  Date:07/03/2025

  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 recently attempted (circa February 12, 2024) to purchase items from the online store for Magic the Gathering Arena on the Epic Gaming platform. I have been playing the game and purchasing "gems" from the online store within the game for the past several years with no problem. This time, I received an 3032 error, which indicated that I should contact their customer service. When I did, their customer service claimed that my account had been blocked due to a contested purchase last year, and have no recollection or indication of having contested a charge. Xsolla refuses to unlock my account. My username on the Epic Gaming system and for Magic the Gathering Arena is GunsmokeTribeca#*****

  

  Business Response

  Date: 07/07/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having with your account. Pertaining to your concern, Xsolla has recommended getting in touch with the support team at ********************************** again for further checking. They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding, and please feel free to reach out if you need any other guidance.
  

• Initial Complaint

  Date:06/25/2025

  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.

  On June 23, 2025 someone used my bank card to make numerous purchases online. On June 25 my card was used again for more purchases to the same company. I reached out to the company several times with no success. They keep saying they dont see the transactions after I sent bank statements. Total scammers

  

  Business Response

  Date: 06/26/2025

  Hello there. 
  
  Id like to highlight that Xsollas support team is actively working on your request via email (Ticket #*******).
  
  In the meantime, please make sure to respond to their support email with any requested information, as this will help speed up the process.
  
  We truly appreciate your patience and understanding as they work to resolve your issue. Thank you.
  

  Customer Answer

  Date: 07/07/2025

  This company said they are working on it and would get back to me soon. I have not heard anything. I have reported to the police , the bank, and *** Cyber Security Complaints. This company has done this several times to people and nothing is done, I really believe it is because there in **************

  

  Business Response

  Date: 07/10/2025

  Hello,
  
  I'm truly sorry to hear that you've had to deal with this frustrating situation.
  
  After checking the case, I noticed that our support team previously requested some additional information from you to proceed, but it looks like we havent received a response yet. To move forward and get this resolved as soon as possible, I strongly recommend reaching out to our support team directly at ************************************************************.
  
  Alternatively, you can also speak with an agent via live chat on your Xsolla Wallet account, available 24/7. Our support specialists have the right tools and access to assist you further.
  When contacting them, please share as many relevant details as possible (such as transaction ID, screenshots, and a clear description of the issue). This will help speed up the process and ensure you get the best support possible.
  
  We really appreciate your patience, and I hope this gets resolved quickly for you.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged by this company that I have never ever dealt with and reading other reviews are experiencing the exact same thing and taking a lot more money out of there accounts. They are a scam and fraudulent. I did contact them through text and she is stating for me to give her the first 6 digits of my card and last 4 digits with expiration date for her to help me.

  

  Business Response

  Date: 05/24/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having. Unfortunately, I dont have the specific access to resolve this issue directly. However, I highly recommend getting in touch with our support team at ********************************** once again as they have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. Please dont worry, the first 6 and last 4 digits of your card are safe with us.
  These parts of your card number are commonly used for identification and verification purposes only. They do not expose your full card number or sensitive financial information.
  At Xsolla, we follow strict data protection and security standards. Your information is stored securely and will never be used for any unauthorized or unrelated purposes. We are fully committed to maintaining your privacy and protecting your personal data at all times
  
  I truly hope this matter is resolved quickly and to your satisfaction. Thank you for your understanding

• Initial Complaint

  Date:05/19/2025

  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.

  Refund Request Denied Tribe Nine Game Shut Down Early (Tookyo Games / Xsolla)I am filing a complaint about the mobile game Tribe Nine, published by ************. The game officially launched on February 20, 2025. On May 15, 2025, the developers announced that the game would shut down, only 84 days after launch. They also canceled all promised updates, content, and future support.The game advertised long-term service, events, updates, and new content. Based on these promises, I spent a total of $810.48 through their official payment platform, Xsolla. I expected to enjoy the game for a long time, not for only a few weeks.After the shutdown announcement, the developers stated that the servers would remain open until November 2025. However, no more updates or content will be added. The game is now in a dead state with no real service. It is not what I paid for.I requested a refund from Xsolla, but they denied it. I believe this is unfair. The product I paid for has changed drastically, and the promises made at purchase were not kept.I believe this is false advertising and a violation of consumer rights. ************ and Xsolla offered a live service game and took payments based on future content and service, then canceled everything shortly after release without offering refunds.Please help me recover the money I spent. I am asking for a full refund of $810.48. I have proof of payment, game shutdown announcements, and records of my requests.Thank you for your support.Links and attachments are included below.1. Official game service termination announcement - ****************************************. Receipts - attached below 3. Others - **************************************************

  

  Business Response

  Date: 05/20/2025

  Hello,
  
  Im really sorry to hear about the trouble youre having with your payments. Unfortunately, I dont have the specific access to resolve this issue directly. However, I highly recommend getting in touch with our support team at *********************************** They have the proper tools and expertise to look into your situation and assist you further. When you contact them, please provide as many details as possible about the issue so they can help you efficiently. I truly hope this matter is resolved quickly and to your satisfaction.
  
  Thank you for your understanding, and please feel free to reach out if you need any other guidance.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel a subscription to the ******** service, which is processed through Xsolla, since late 2024. Despite following all listed instructions, I am unable to cancel the subscription using their designated system.Xsolla requires customers to input a transaction ID through their "Wallet" system to access and manage subscriptions. However, when using a valid transaction receipt from November 29, 2024, I receive an error stating, Give your new purchases some time before you add them. This makes no sense, as the purchase is well over 5 months old.There is no other cancellation option available on the ******** site, and Xsolla provides no clear path to cancel without relying on a broken system. This has resulted in recurring charges of $6 per month, with no accessible way for the customer to stop them.I submitted a support ticket to both companies but am submitting this BBB complaint due to the lack of transparency and the seemingly intentional difficulty in canceling a subscription. This practice appears predatory and misleading.

  

  Business Response

  Date: 05/20/2025

  Hello,
  
  I'm truly sorry to hear you're experiencing difficulties with your refund request. Ive checked our system and can confirm that a refund has already been submitted for your latest transaction (ID: ***********.
  
  Please note that the refund team typically takes up to 5 business days to review such requests. Once their investigation is complete, youll receive an update via email.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 05/20/2025

   
  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: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.

  Transaction date: 04/06/2025 22:41 Total: $120 USD VOICE AI SOFTWARE (********)Company Xsolla (USA), Inc.15260 ********************************************************************* I did not agree to renew the subscription and i was not warned of the charge. I made a one time purchase of $59 on April 2024 but i did not agree to a subscription. I asked for a refund and they disagreed. I am jobless at the moment and because of the current situation in the country, i need every ***** to survive.

  

  Business Response

  Date: 04/15/2025

  Hello,

  I'm sorry to hear about the issues you're encountering with payments. Upon checking, I can see the refund manager has reviewed your case and also followed up with ******** support regarding your payment. Based on the information provided, the refund manager unable to process a refund at this time. I completely understand how frustrating this may be, and I truly empathize with your situation. That said, if you believe your purchase may still be eligible for a refund, I strongly recommend reaching out to ******** support directly. Their team can take a closer look and guide you through any next steps. 

  I hope your issue gets resolved smoothly. Thank you.

• Initial Complaint

  Date:03/20/2025

  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 did not authorise a transaction done by my son who literally dont know what he's done so i asked a refund on the basis that my son cannot legally be binding for the game he purchased. i requested them to take back the game and refund the charge back to my Checking account with 3% interest but they refused the refund and told me they dont owe any interest or at the least refund.. now im complaining this to attorney general and i will take them to small claims court. I want people to be aware of this scam this company had been running

  

  Business Response

  Date: 03/26/2025

  Hello,
  
  Im truly sorry to hear about the issues youre facing with your refund claim. After a detailed review, our refund manager has thoroughly investigated your case. We want to assure you that we take claims of fraudulent payments very seriously.
  
  Upon investigation, we found that the purchase in question was indeed legitimate. This means that the payment was processed and approved correctly, and there were no discrepancies on our end.
  
  To proceed further, we kindly suggest you contact the payment institution or credit card provider that approved the charge. They may be able to offer more insight into the transaction and assist in resolving the issue, as they have more access to the transaction details and can help with potential disputes or chargeback options.
  
  Thank you. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23091096
  
  I am rejecting this response because:

  My credit card statement is due in 3 days, while i have only 20 days to pay or have my credit frozen by the bank, i have complained this to consumer protection. and i am in the process of filing a case to take this further legally. i am not letting this go until i get my refund.

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

  

  Business Response

  Date: 03/30/2025

  Hello,

  I understand your concerns and sincerely apologize for the inconvenience this matter has caused you. Please be assured that Xsolla take your complaint seriously and are committed to resolving it. As previously mentioned, following the investigation, we can confirm that the purchase in question was processed successfully and appears to be legitimate. There were no discrepancies found on our end during the transaction process.
  
  As the payment was authorized through your credit card provider, we recommend contacting them directly for further clarification. They will have access to more detailed transaction information and may be able to assist you with a dispute or chargeback, if applicable.
  
  We understand your concerns and regret any inconvenience this situation may have caused. Please rest assured that our team at Xsolla are available to assist you in any way we can.

  Thank you. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23091096
  
  I am rejecting this response because:

  Thank you, im filing a case in small claims court soon, will let you know once i do.

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

• Initial Complaint

  Date:03/10/2025

  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.

  Id like to report multiple unauthorized transactions from ****** *XSOLLA HERO WARS. According to ***************, ****** *XSOLLA HERO WARS has charged me $2,617.87 since December 2024. However, I did not make any purchases from them during that time. I contacted XSOLLA to request a refund, but they denied my request.

  

  Business Response

  Date: 03/15/2025

  Hello,

  I understand how frustrating this situation must be, and I sincerely apologize for any inconvenience. Unfortunately, the refund manager unable to proceed with a fraud claim because the ****** anti-fraud system did not flag the payment. This can sometimes happen due to security measures when payments are made from unfamiliar locations or devices. 
  
  In this case, the refund manager recommend you reaching out to ****** support directly, as they have access to more detailed information about your usual payment patterns, including the devices, IP addresses, and services you've paid for. They will be able to carefully review your claim, compare these patterns, and guide you on the best course of action for these transactions. ****** support will be able to assist you further.
  
  Thank you for your understanding.