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:03/29/2024

  Type:Billing 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 tried making a purchase for a moblie game. They use Xsolla for payments. When attempting the purchase I received an error: Sorry, the payment cannot be completed now. Please try again later or contact Xsolla customer support. Error 3032. I contacted the customer service chat system and was told my account was blocked for abnormal activity. I have never used this business for payments before and this "account" was created moments before attempting the purchase. I was just trying to use my personal credit card for this. They refused to provide any explanation or details. I noticed other complaints on here for the same reason and I am asking for them to unblock my account so I can make purchases for this game.

  

  Business Response

  Date: 04/07/2024

  Hello, 

  My apology for the delay in our response. According to our information, you have already completed a successful payment. 
  
  If you have any payment issues, feel free to contact us via live chat at **************************************. Thank you!
  
  Have a nice day!
  

  Customer Answer

  Date: 04/11/2024

   
  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.
  

  I would like to add that in order to make this happen I had to contact the gaming company and ask them for help. They were able to get this straightened out and I applaud them for helping more than Xsolla was willing to do.  I would caution other customers from using this company in the future as their customer service is lacking. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/28/2024

  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 purchased an ingame purchase pack that is a 1 time purchase per server on Night Crows and while i was doing the purchase on my PC the purchase screen always get stuck on a white screen.. I did it twice because i thought it was just a problem on connection... i already stopped trying the second time and switched to my mobile to do the purchase,The purchase got through on my mobile and got the item i purchased, but when i checked the app i used for the payment the charge is more than the item i purchased.. and when i checked the history it said I bought it 3 times... but the item or pack can only be bought JUST ONCE per server!!! Its clearly a bug or something so i just reported it but Xsolla just said just go check in game and do return purchase ingame... But that is quite impossible to do because ****** NO ITEM TO RETURN TO BECAUSE ITS NOT THERE TO BEGIN WITH!Xsolla said that they are not approving my refund for some unkown reason... i already explained them what just happend and provided ID numbers of the purchases and screenshot of the said i item that was not sent on my purchase... they are not responding to help me but just responding in hope that i give up to take back the money they already took and refuse to give back to me...

  

  Business Response

  Date: 04/07/2024

  Hello,
  

  I am sorry that your refund request was not approved.  If you have any questions regarding this decision, please feel free to contact our **************. You can reply to their email, and they will be happy to assist you further. Or you can simply send an email to ********************************** for further assistance.
  
  Thank you. 

• Initial Complaint

  Date:03/12/2024

  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.

  2/27/2024 A purchase was made in Marvel Strike Force's online store for some ability upgrade items but the items were never delivered. Marvel customer service was contacted to help but they refused to provide any assistance even though multiple forms of proof of purchase was submitted. We then tried contacting Xsolla to have them either force Marvel Strike Force to deliver the purchased items or to issue a refund since they were the ones that collected payment. Xsolla sent one email asking about this issue as has not responded to any more queries. It is practically impossible to contact Xsolla. You cannot reach them by phone or chat and they do not respond to emails.Two purchases were made for $5.44 for a total of $10.88.

  

  Business Response

  Date: 03/28/2024

  Hello,

  We can see that this issue has been resolved positively, at the same time, We are sorry for the delay in resolving this matter for you. We truly value your time and patience! 

  Thank you. 

  Customer Answer

  Date: 03/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though it took longer than it should have, I find that this resolution is satisfactory to me. It should not take almost a month for a company of this size to give a response on any issue. Xsolla needs to take a good look at its customer service department and make changes either by changing their procedures or hiring new/more people. I should not have had to go through all the trouble of filing a complaint over ten dollars and some change.
  
  Sincerely,
  
  Family ********

• Initial Complaint

  Date:03/05/2024

  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 bought a battlepass for WWE supercard through a website they manage and it has been 24 hours and I have yet to receive it. Ive gotten nothing but the runaround about it too.

  

  Business Response

  Date: 03/07/2024

  Hello,

  We have just checked our records, and your payment was successful. Your purchase should already appear in your account!
  
  Please allow some time for it to show up and try logging out and back in again if you're not seeing it. If the issue persists, please contact us at help.xsolla.com for further assistance.

  Thank you! 

• Initial Complaint

  Date:03/01/2024

  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.

  On Feb 26th I was charged a transaction that I needed to refund via Xsolla (For $7.99) , I followed their instructions to go through the refund process and their site is non-functional in this regard. They recommend speaking to a representative through chat. The representatives do not appear to be real people though they are presenting themselves as such.The representatives say that an investigation into all refund requests must be processed and that takes minimum 5 days, and you MIGHT start to have a refund processed after that. This company is a scam through and through, do not use Xsolla to process your transactions for any reason

  

  Business Response

  Date: 03/07/2024

  Hello,

  according to our information the refund was successfully issued however it might take 1-10 days to get money back depending on the back.
  Please let us know if the issue wasn't resolved or any further assistance is needed at help.xsolla.com

  Thank you for your continued patience.

  Customer Answer

  Date: 03/07/2024

   
  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:02/23/2024

  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.

  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 in November ************************************************************** March 2023, and have no recollection or indication of having contested a charge.Xsolla refuses to unlock my account unless I send them a scan of my bank statement for this credit card from November 2022, which as I have informed them, I did not have at that time. I cannot produce a scan of a bank statement for a card that did not exist at the time.I have explained all of this to them, and they simply repeat the demand.My username on the Epic Gaming system and for Magic the Gathering Arena is Eldrazinator#*****

  

  Business Response

  Date: 02/27/2024

  Hello!

  We are sorry to hear that you faced this issue. Our team has carefully reviewed your case.

  Based on our records, the dispute is related to a card similar to one of yours, which led to your account being flagged automatically. We've removed the restriction from your account, but unfortunately, we are unable to do the same for your card. Please attempt the payment again using a different card or another payment option. If you need more help, please don't hesitate to reach out to our support team at help.xsolla.com.

  Thank you!

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21334203
  
  I am rejecting this response because you are blocking me from using my credit card to pay for items based on the fact that there had been an issue with a card that had a similar number to mine, but not in fact mine. 

  You are preventing me from conducting transactions with a perfectly valid card that was not involved in whatever transaction led to the other card being blocked. The fact that your systems cannot differentiate between the two different cards is not acceptable.

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

  

  Business Response

  Date: 03/07/2024

  Hello,
  Were sorry for any inconvenience while weve handled your case. We know these things can be frustrating, but were dedicated to getting everything right to correct the issue.
  If you have any specific information or data that might help us to investigate it deeper, please contact us via help.xsolla.com
  Thank you for continued patience! 

• Initial Complaint

  Date:02/22/2024

  Type:Billing 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.

  Tried to make a $5 dollar purchase with Warframe around 11 to 12 at night yesterday recived error code 3032. Waited some time before trying once more today at 12 at noon, got the exact same error, so I decided to go to customer support, even made an account to talk with someone directly. This account didnt exist until today, nor did I ever make a purchase with Xsolla up until now as far as I am aware of. Was told my account was blocked after I denied the information they gave to confirm the account. They did not provide correct email or even ending card number. Proceeded to refuse to explain how my account was blocked other then stating that it was infact blocked due to their system. They also refused to offer any sort of resolution to the issue despite this being the only time I've tried to buy something through their payment processing. I've done digging into others who have faced this same issue, and I'm uppalled to see just how many people are dealing with this type of problem when they legitemently shouldnt be.

  

  Business Response

  Date: 02/27/2024

  Hello! 
  We sincerely apologize for the inconvenience you experienced. Our team has thoroughly investigated your case and resolved the issue for you. You should now be able to proceed with a new payment. If you have any further questions or concerns, please do not hesitate to reach out to our team at help.xsolla.com or via online chat from the payment page.
  
  We appreciate your understanding and are truly sorry for any inconveniences caused by this misunderstanding. Thank you for bringing it to our attention.

  Customer Answer

  Date: 02/27/2024

   
  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:02/08/2024

  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.

  I have a fraudulent charge from Xsolla of ***** dated 1/24/24. I reached out to the company and they have not refunded my money.

  

  Business Response

  Date: 02/10/2024

  Hello!

  According to our records, it seems that you've already had a conversation with one of our support agents. However, they haven't received a reply from you regarding your refund request. If you still require assistance with refunding a payment, we kindly ask you to continue the conversation with our support agents by replying to their email. They are ready to help you and ensure that your concern is addressed promptly. Thank you

• Initial Complaint

  Date:01/19/2024

  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.

  My transaction account with ********************** was frozen due to accusations of Fraud I have requested evidence of proof I committed any fraud. xsolla has refused to provide any evidence and has closed my account solely due to me asking about payment issues in acquiring another account that did have fraud associated with it. Xsolla has tied me to fraud merely by association. Again they have and cannot provide ANY proof I committed ANY fraud They then closed my account due to this. I cannot progress the account i spent a year developing and spent thousands of dollars investing in. I requested a refund but they of course denied it. I have initiated chargebacks via my financial institution at this time. Their customer service was very unhelpful and refused to do any real investigation to discover my innocence and rectify the situation. Again i want to state this clearly, they LOCKED my account for FRAUD. ********************** CANNOT provide ANY proof I committed fraud, why because i didnt commit fraud. The only fraudsters is Xsolla. Lock my account fine, then issue me a full refund as again you CANNOT prove any of the allegations you are leveling against me. This accusation in my opinion is criminal and *************** legal counsel for further options. This is a dangerous position for this company to take labeling me and my account as FRAUD without any PROOF of it.

  

  Business Response

  Date: 01/21/2024

  Hello!

  Based on our records, it appears that support agents informed you that due to security reasons, access to our system was blocked since one of your game accounts was linked to recent chargebacks. However, our security department has thoroughly reviewed your case and has made the decision to unblock your main account.
  
  Please note that we are unable to lift the restrictions on your second account. If you have any further questions or concerns, we encourage you to reach out to our support team again. They will be more than happy to assist you. Thank you for your understanding in this matter.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21161784
  
  I am rejecting this response because:

  I have no further interest in doing business with this company after being treated like this.  I attempted "numerous" times to resove this via email with your "customer service" department (worst experience ever) to no avail.  I went into detail via email that a clear mistake was made, your CS rep did not care in the least.  I educated your CS rep via email again about the mistake and was given a very passive agressive response of "Im sorry you feel this way, however my decision is final".  At that time I abandoned the game and my account as it was very clear to me you had zero intention of doing the right thing and abandoning using "reasonable discretion" to resolve this when given multiple opportunites.  Instead your CS rep "choose" to blanket me "innaccurately" as fraud without any proof.  I have emails telling me my account was blocked for "Fraud" not "chargebacks" on the other account (email on Jan 16th) as you are referring to here.  As stated before I acquired an account from another individual, I tried to make a purchase for that account and was blocked by your system as there was an active "Fraud" investigation with it per the email i have from your company.  This account acquisition was done by me without any prior knowledge as stated in the initial email of any fraud activity, yet your company "choose" to label my account as "Fraud" without my original account or my debit card committing any fraud.  
  
  After being told passive agressively that your decision was final i quit the game....why would i want to commit any time to a game that I was blacklisted from as someone who commited fraud "inaccurately".  Its nice you "re-activated" my account (after all I was innocent), however that is not a solution i am satisfied with. I will not do any business with your company any further for this game as you basically got away with locking me out of my account without any proof i commited any wrongdoing.  Thankfully i have all the proof and the fact that I had to take this up via the BBB to get you to take any "reasonable" action is reassurance me moving on from your company is the right thing to do.  

  I continue to request a refund for $2000.  I would NEVER have made a single purchase had I known my account would be shut down for a "Fraud" I NEVER committed.
  

  Sincerely,
  

  
  *********************

  

  Business Response

  Date: 01/29/2024

  Hello!
  
  We sincerely apologize for the issue you encountered during the payment process. It is worth noting that Xsolla is PCI DSS Level 1 compliant, which represents the highest level of security for online merchants. This commitment allows us to provide top-notch transaction processing security, protect customer information, and combat fraud effectively.
  
  Please note that we take chargebacks very seriously, and our support agents strictly adhere to security protocols. If we receive information about chargebacks, we are obligated to consider the associated game account as fraudulent. Consequently, for security reasons, all related information is automatically blocked in our system. In this case, one of your game accounts has been associated with chargebacks, leading to the blocking of all your information.
  
  As for the refund, our records indicate that a refund request was submitted by the support agent on your behalf. You have already received a response from our refund managers regarding this request (request *******). We kindly ask you to check your inbox for their message. If you have any questions or concerns regarding their decision, please feel free to continue the conversation by replying to their email. Thank you. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21161784
  
  I am rejecting this response because:

  It is very clear you are still confused/misunderstood about what has transpired here. I will again try to clear this up for you step by step

  1. Another player that i play with was not interested in playing on this server any longer and wanted to know if i wanted to take over her account and not use mine as hers was a higher level.  I said yes.  She gave me her account credentials to use.  
  2. I have my "original" account with no history of fraud or chargebacks on it.  Original account is PERFECT standing with no issues (KEY FACTOR HERE)
  3. I entered game using those credentials and wanted to make a purchase for that account.  I was presented with an error that required me to contact support
  4. I contacted support and educated your CS of what had transpired in the prior steps.
  5. Your CS rep educated me that the account had over 2500$ of "fraud" reported on that account and that the transaction account has been suspended.
  6. I educated your CS rep that i wanted "nothing" to do with any account associated with fraud and would ABANDON it immediately.
  7. I abandoned the "acquired" account and logged into my "original" account.  
  8. I tried to make a purchase on my "original" account and discovered the EXACT same error code i received with the purchase on the reported "fraud" account.
  9. I immediately sent an email to your CS informing him that i couldnt make purchases on my "original" account. 
  10. I was informed by your customer service that my "original" account was blocked due to "FRAUD" not "chargebacks" you are claiming here in your statements.  I have the email chain validating my account was blocked for "Fraud".  
  11.  I educated your CS again that this is a clear misunderstanding and that he has the 2 accounts linked/confused somehow and are NOT associated in any way shape or form.
  12. Your CS rep responded again verifying my "original" account is blocked indefinately for "Fraud" and that his decision was final. (Again I have the email chain validating your CS rep blocking my "original" account for "Fraud" not "Chargebacks")
  13. I left game at that point, there is ZERO point in putting time and effort into an account I was told was disabled and blocked.
  14.  I requested the refund and it was outright DENIED.

  So here we are, your company blocked my "original" account for "FRAUD" not "Chargebacks" as you have now claimed two times now.  You also blocked my "original" account for "FRAUD" without ANY PROOF I committed any Fraud.  Again i want to emphasize your company had the oppurtunity to correct this issue back on 1/16/2024 but "choose" to not do any investigate research and choose to block my account for "FRAUD" in essence calling me a fraud without ANY PROOF at all.  I desire a monetary adjustment in the original amount as there is no point in playing any longer after i was told my account was Blocked.  So all of my prior investments were BLOCKED from me thereby warranting an adjustment.  Your offer to re-instate my account is a worthless gesture as i have now lost over 2 weeks of rewards and progress you CANNOT give me back due to your ERROR and calling me a fraud with no Proof.  You are even now changing your wording to use "Chargebacks" when I again have the Email chain where you in writing shut me down for Fraud.  Stop confusing the two.  
  

  I again refuse your offer and am requesting the original $2000 request for my investment i was Blocked from using and lost rewards and events you cannot compensate me for.  

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

  

  Business Response

  Date: 02/10/2024

  Hello!

  We understand your frustration and we want to assure you that we take this situation very seriously. Unfortunately, the game account you were gifted was previously used by a party who committed a chargeback of a large amount. As a result, your main account has been blocked as well.
  We empathize with the inconvenience this has caused you, but we are unable to provide compensation in this situation. It is always important to verify the legitimacy of the game accounts before making a purchase to avoid such issues in the future. We appreciate your understanding.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21161784
  
  I am rejecting this response because:

  as has been stated prior by me numerous times  my account WAS NOT DEACTIVATED FOR CHARGEBACKS IT WAS DEACTIVATED FOR FRAUD with ZERO evidence that i had committed any FRAUD

  STOP WITH THE OUTRIGHT LIES!!!!  

  Are you calling me a liar saying my original account was NOT deactivated for FRAUD?  Be very careful with your answer as remember i have the full email chain with evidence you shut my account down for fraud yet you keep claiming and confusing the account that was given to me that i told you i had abandoned adter you told me about its issues  

  how much more clear can i make this to you  you refuse to take any responsibility for the actions you created by not doing any investigation and making a determination based on evidence YOU DID NOT HAVE  

  i will not close this case  you do owe me compensation as your actions have caused this to occur.  
  

  You are OUTRIGHT LYING in your representation of the events classifying it TOTALLY DIFFERENT than the emails i have from you stating otherwise 

  with that said you have now shown you are not to be trusted and will present disingenuous information to make your defense.  
  

  I again make my original claim for $2000 as you have now LIED in this open case numerous times (i have proof)  

   

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

• Initial Complaint

  Date:01/19/2024

  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.

  Xsolla permanently locked my account claiming that i requested a fraudulent refund on a transaction. I had never used their service before this week which has impacted my ability to conduct business with another company that uses them as a 3rd party payment system.

  

  Business Response

  Date: 01/21/2024

  Hello!
  
  We are sorry to hear about the issue you experienced. Unfortunately, it appears that our security system accidentally blocked your account. Rest assured, our team has thoroughly reviewed the matter and resolved it successfully. You should now be able to make new payments without encountering the previous error. 
  We hope this resolves any inconvenience you may have faced.
  If you require any further assistance or have any additional questions, please don't hesitate to reach out to our support team at help.xsolla.com. Thank you for your understanding and patience.

  Customer Answer

  Date: 01/23/2024

   
  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,
  
  *********************************