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:10/25/2023

  Type:Sales and Advertising 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.

  Apparently someone purchased a european pack using my paypal info. I disputed but was never refunded and then MY account was blocked. You can CLEARLY see that all my paypal transactions ARE NOT EURO. So you allowed someone to take my money and then you shut MY xsolla account down. How do you even justify that? This is the second time I have had a horrible experience with this company. Who punishes the victim!? It's completely unfair.

  

  Business Response

  Date: 11/02/2023

  Hello!
  Sorry to hear that you faced such an issue.

  Ensuring security is our utmost priority. As a security measure, we temporarily restrict all data in our system when we receive dispute information from PayPal. Our security team has thoroughly reviewed your situation and decided to make an exception and unlock your account.

  If you have any further inquiries, please don't hesitate to contact our support team at help.xsolla.com. Thank you for your understanding.

  Customer Answer

  Date: 11/10/2023

   
  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. They fixed my account and I am a happy customer again! Thank you **********************!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/28/2023

  Type:Customer Service 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 ag game called Kards, thinking I was getting a direct download from **** Games, but after downloading, the game malfunctioned and would not load and all links downloaded to the file directed me to Xsolla. This download caused a lockout of my ********* account and no less than a dozen attempts to access my ********* account from several countries as evidenced in the activity log after I restored it. I am still in the process of locating any further corrupt files in order to restore full access to my computer.

  

  Business Response

  Date: 10/01/2023

  Hello! 
  
  Xsolla Launcher uses Gcore CDN, a global edge infrastructure for faster game downloads, including patches and hotfixes. Gcore has been serving ************** with millions of players since 2014.We don't let any malicious/malfunctioned or corrupted files to be downloaded.
  
  We strongly recommend you to double check the issue with game support directly and also check whether antivirus is enabled and has the latest update. If you have any questions or concerns, please feel free to contact us via help.xsolla.com directly. Thank you.

• Initial Complaint

  Date:09/01/2023

  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.

  There has been over 4k dollars in transaction. From the Beginning of the August to August 30th. i currently have no games downloaded on my phone that was in a different state cause it doesnt have a data plan while i travel. i was gone for two weeks came back to one of my accounts being hit hard. I have already contacted *********** Banking, Papal Business, and Apple Pay. doing a investigation currently looking a lawyers. all i ask if i get my money back that was withdrawal from my accounts and this wont go any further i have attempt to contact this business and get nothing in return. Being a single father having 4k plus take from you for no reason is hard. my kids dont have access to my phones it wasnt them.

  

  Business Response

  Date: 09/08/2023

  Hello, 
  Based on our records, it seems that you have already reached out to our support team regarding this matter, and our refund managers have thoroughly investigated the issue.

  If you have any further questions or concerns, please don't hesitate to reach out to our support team again at help.xsolla.com. Thank you!

• Initial Complaint

  Date:07/19/2023

  Type:Customer Service 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 attempted to make a purchase through a game that uses Xsolla as its payment platform but I received an error and couldn't proceed. After contacting Xsolla support, they told me that I had a disputed transaction on 9/7/22 for "Roblox". They told me that I need to provide a screenshot of my bank statement and an explanation for the dispute. The problem is that there was no dispute, and I've never played Roblox. No matter how many times I explained this to them, they just kept copying and pasting the same pre-programmed answer, asking me to do something that can't be done, because no record of this disputed transaction exists. I offered any other form of ID or validation they wanted, but they just kept reposting the same things, even though I had already explained that what they were asking for was impossible. Clearly the error is on their end, and they have confused my account with someone else, but they refuse to even listen, let alone correct anything. I would just like to be allowed to make purchases in the game I'm playing, which right now is impossible due to Xsolla being absurdly difficult and not listening to what I'm telling them.

  

  Business Response

  Date: 07/25/2023

  Hello!
  
  We apologize for the frustration you experienced during the payment process via our store. At Xsolla, ensuring the utmost security in transaction processing, protecting customer information, and combating fraud are our top priorities. We understand the importance of creating a safe and reliable purchasing environment for our customers. 
  
  We appreciate you bringing this issue to our attention. Our dedicated team has thoroughly examined and evaluated it.

  Based on our data, it seems that the dispute is related to a card that closely matches one of yours. This led to an automatic flagging of your account. We have already lifted the restriction from your account. However, unfortunately, we are unable to do the same for your card. To proceed with the payment successfully, would it be possible for you to try using a different card or another payment option (Paypal, for example)?
  
  Thank you for your understanding and cooperation in this matter. Please don't hesitate to reach out to our support if you have any further concerns. 

  Customer Answer

  Date: 07/25/2023

   
  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:07/14/2023

  Type:Customer Service 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 went to purchase something on wwesupercard.com only to realize I am getting a ****************************************************** of fraudulent activity, like what? I have only ever made payments using my Apple Pay on my phone. This means an unauthorized party typed in my game ID into wwesupercard.com used a blacklisted payment method most likely a PayPal account mind you all completely without my permission and xsolla has locked me from the platform and will not let me prove my innocence that I have not done any wrong doing, their support just say youre out of luck and refuse to believe your side of the story even if youre willing to provide evidence that your payment methods were clean. This is unfair, I am the victim, support tells me the owner of the payment account requested to block future access to xsollas platform, excuse me but what? Somebody got my game ID and targeted me, simple as that it can literally happen to anybody if your game ID is leaked but their support team seem to completely ignore this.

  

  Business Response

  Date: 07/15/2023

  Hello!

  Hello,
  sorry to hear about your frustrating experience. We are committed to providing the highest level of transaction processing security, safeguarding customer information, and combating fraud. 
  Unfortunately, we cannot unblock you in our system as your data is associated with a fraud claim. 
  Thank you. 

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service 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.

  When i was trying to buy myself sum Roblox and it had said i got it but then it said this website because i bought it from the Roblox web and now i refresh my page and i got kick out of my account on Roblox and now i can get back in and i know my password and i cant get in it and i'm tryin to get back in but can't so tell who was trying to scam me hack my account.

  

  Business Response

  Date: 07/13/2023

  Hello!

  
  We are sorry to hear about the issue you encountered. However, it's important to note that Xsolla is unable to offer game support or investigate game account-related problems.
  
  In this situation, we highly recommend reaching out to the game support team directly. We are confident that the game support team will provide you with the necessary assistance to resolve this issue. 
  
  If you have any payment-related concerns, please don't hesitate to contact our support team at help.xsolla.com or via email *********************************** Thank you!

• Initial Complaint

  Date:07/11/2023

  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.

  Multiple transactions on July 3rd per online banking that are not authorized. ****** is currently in jail and is unable to make transactions. Bank has been notified and disputes have been filed. This is ********************* and I have a POA on ****** and Im able to speak on his behalf. This matter needs to be handled!

  

  Business Response

  Date: 07/13/2023

  Hello,

  Sorry to hear about this issue. We take fraud seriously. According to our records, there are no requests from your email on our side. We would love to look at your situation more closely and solve the issue. Please, get in touch with our support at help.xsolla.com or via email ********************************** and we'll be able to examine your request carefully.Thank you!

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service 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 tried buying currency on roblox, I contacted Xsolla customer support as soon as I saw an error code appear, tried finding a resolution with live chatting and the reponses were vague and they refused to give me any information on how to resolve the issue while informing me my account was permanently locked from making any further purchases on my account, I tried many times to get any information to resolve the issue however after a few attempts they simply disconnected.

  

  Business Response

  Date: 04/16/2023

  Hello!
  
  We apologize that you are running into this issue while making payments via Xsolla. 
  
  Secure payments are one of our main goals. Unfortunately, your payments were stopped by our security system. 
  
  The system is always being updated and analyzes many different factors before declining a purchase. We took a close look into your case. 
  
  According to our data, there is a dispute in our system that is associated with a card similar to one of yours. That's why your account got automatically flagged. The restrictions from your account were removed by our support agents but sadly we cannot do that with your card. Therefore we recommend you try the payment again with a different card or PayPal.
  
  If you have any questions please do not hesitate to reach our support at help.xsolla.com or **********************************.
  Thank you for your understanding.

• Initial Complaint

  Date:04/04/2023

  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.

  These scammers wouldn't offer a refund for a product that did not work.

  

  Business Response

  Date: 04/16/2023

  Hello!

  Unfortunately, we couldn't locate any requests associated with your email in our system. Please feel free to contact our support at help.xsolla.com to submit a refund request. 

  Thank you! 

• Initial Complaint

  Date:03/29/2023

  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.

  Company taking money out of my account without my permission

  

  Business Response

  Date: 04/03/2023

  Hello,we are sorry to hear that you faced the issue. As we see, you had a conversation with our customer agent, but we have not received a reply from you. We would like to learn more about your specific situation and make things right. Please feel free to contact us at help.xsolla.com at your earliest convenience.Thank you!

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19862884
  
  I am rejecting this response because:  i want to know who make the charges into my bank account
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/14/2023

  Hello!

  In order for our team to check your case and assist, they need to gather some information about these fraudulent charges. 

  In this case, we would recommend you contact our support directly at help.xsolla.com or via email *****************.

  Thank you.