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:01/04/2024

  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 encountered a billing error with Xsolla after upgrading to the Arena version of a game. Despite attempting to resolve a double charge through a refund request, my account was unfairly flagged for fraudulent activity. My multiple attempts to seek clarification and help from Xsolla support were met with unhelpful responses, leaving my account inaccessible and my concerns unaddressed. This experience has been distressing and unsatisfactory, reflecting poorly on Xsolla's customer service and dispute resolution process.

  

  Business Response

  Date: 01/08/2024

  Hello,

  sorry to hear about your frustrating experience with purchasing via our store. Xsolla is committed to providing the highest level of transaction processing security, safeguarding customer information, and combating fraud. Please note that once we receive the information about a dispute or chargeback, our system blocks all data associated with this transaction due to security reasons. 

  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.
  
  We appreciate your understanding and are truly sorry for any inconveniences caused by this misunderstanding. Thank you for bringing it to our attention.

• Initial Complaint

  Date:01/02/2024

  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.

  Was charged randomly by this company. When I tried to chase down the nature of the charge, since no transaction ID was provided in the note they gave my bank with the charge, nobody is able to even tell me what it was for, much less stop it from recurring in the future. The customer service seems entirely designed to make it not worth pursuing false charges, and they are stealing my money.

  

  Business Response

  Date: 01/08/2024

  Hello!

  We are sorry to hear that you faced this issue.

  According to our records, it seems that you had an active subscription linked to your email for the online service ********************. We noticed that you have already reached out to our support team via live chat, and our agents have successfully disabled the subscription for you. This means that you will not be charged for this subscription in the future.
  
  If you require any further assistance, please feel free to contact our support team at help.xsolla.com. We are here to help and ensure your satisfaction. Thank you!

• Initial Complaint

  Date:12/21/2023

  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.

  Refused to acknowledge 2 different refunds regarding a game they are selling. FRACTURED ONLINE. the designers said that they would do refunds but have failed to do so for over a month claiming they were too busy. When they were approached they deflected and sent me on a wild goose chase.

  

  Business Response

  Date: 12/28/2023

  Hello!

  We apologize for the inconvenience, but we couldn't find any refund requests linked to your email in our system. To proceed with a refund request, we kindly recommend reaching out to our support team at help.xsolla.com. They will be happy to assist you and guide you through the refund process. Thank you for your understanding and cooperation. 

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21038142
  
  I am rejecting this response because:
  I sent the refund to the forsaken online team, and keep being told they are too busy. Since you facilitate their refunds it is your responsibility  to send me my 40 dollars of refunds.  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/08/2024

  Hello,

  We apologize for the inconvenience, but upon double-checking, we couldn't find any requests linked to your email in our system. However, we noticed that you have already initiated a dispute for the transaction through PayPal. In this case, we recommend proceeding with your dispute through PayPal's resolution process.

  In case of further questions, do not hesitate to contact us at help.xsolla.com. Thank you!

• Initial Complaint

  Date:12/12/2023

  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.

  I found a small charge on my checking account that I didnt authorize from xsolla/Roblox ***** *******************. I have reported this to my bank cancelled my debit card as well. Seems this company hacked my debit card. Small amount, however this is how they scam. Small amounts at a time is what I suspect.

  

  Business Response

  Date: 12/20/2023

  Hello! 

  We apologize for the inconvenience you experienced. We are pleased to hear that the issue has been resolved with your bank. If you ever encounter any further issues, please feel free to reach out to our support team at help.xsolla.com. They will be happy to assist you and investigate any concerns you may have. Thank you!

• Initial Complaint

  Date:11/30/2023

  Type:Delivery 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 ordered *** black mamba edition on 11/24/2023. My son decided he didn't want it and as it hadn't shipped yet I asked if I could cancel the order and recieve a refund. This happened on Monday 11/27/2023. For two days now I have gotten the run around and told it would take several days to let me know if I can do this or not. I don't u derwtand how it can take several days ona game that hasn't shipped. Are they saying the game isn't close to shipping. I ordered it as a Christmas gift but by the sound of it even if my son still wanted it I wouldn't have it by then. Just looking for answers and a solution to this problem. Either let me have my money back or ship me a game I no longer need without it taking forever.

  

  Business Response

  Date: 12/10/2023

  Hello! 

  We sincerely apologize for the issues you encountered with your order.

  We would like to highlight the fact that it can take some time for our specialists to thoroughly review each request, as we prioritize every case with utmost care. Also, please understand that refund requests for physical goods require a special procedure. Our system shows that your refund request was approved within 24 hours after submitting the form for physical goods. If you have any further questions or need assistance, please reach out to us at help.xsolla.com. Thank you!

• Initial Complaint

  Date:11/16/2023

  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.

  I have a mtga account with you guys not once but twice now Ive payed you back for charges youve said are fraudulent which happened when I was on a road trip my card got locked I have letters from my bank proving that you got paid back through chase and also through PayPal to unlock my account and now you have the audacity to not let me use the mtga store are you kidding me? Please get this resolved your actual customer service is a bot and ***** a** Bobka is a joke and this entire company is a joke. Literal scam artists.

  

  Business Response

  Date: 12/04/2023

  Hello! 

  We apologize for any inconvenience caused. However, it seems that we are unable to locate any payment attempts associated with your email in our system. To assist you further and investigate this issue, our support team will contact you via email to gather more details. Thank you! 

• Initial Complaint

  Date:11/14/2023

  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.

  I enrolled for a 3 day Voice.AI trial.I couldn't find a way to cancel on the second day.I sent them a customer service message to cancel.They went ahead and billed $16.24 I want the subscription cancelled and a refund.

  

  Business Response

  Date: 11/15/2023

  Hello!
  
  We sincerely apologize for the inconvenience you encountered. Unfortunately, upon checking our system, we were unable to find any previous requests from you. 
  Rest assured, we have taken immediate action to cancel the subscription and have submitted a refund request for your payment. Our refund managers will be in touch with you via email within 5 days to provide all information regarding your refund ???????.
  If you have any further inquiries or concerns, please don't hesitate to reach out to our support team at help.xsolla.com. Thank you! 

• Initial Complaint

  Date:11/14/2023

  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.

  H.xsolla.com CA has charged my credit card $21.19 a month since May 30, 2023. I did not authorize this charge and an working to stop it. I want to complain that this charge is not authorized and they should not be allowed to continue to steal money from me and others.

  

  Business Response

  Date: 11/15/2023

  Hello! 
  
  We are sorry for the inconvenience you have experienced.

  Based on our records, it seems that you have already been in contact with our support agents regarding this matter. We kindly suggest continuing the conversation with them as they are best qualified to assist you in resolving this issue. They will be able to provide you with the necessary guidance and support.
  
  Thank you.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was double charged, contacted their customer support team. Was told I had to go through my purchase provider. I did. My account got banned. They wont give me any info why it was banned and said its not reversible. They are scammers. Stay away.

  

  Business Response

  Date: 11/11/2023

  Hello!
  
  We are truly sorry to hear that you have encountered this issue. After reviewing our records, we found that on September 23, we received only one payment, which was successfully credited to your game account. However, the other payment attempt was not processed, and that is why our support agents advised you to contact your bank for a refund of the unsuccessful transaction.
  
  However, we noticed that a chargeback was initiated for the successful payment instead of the failed one. Please understand that as soon as we receive information about a chargeback, our system automatically blocks all related data for security reasons. Safety is our utmost priority.
  
  In your specific case, we acknowledge that it was an incident. Therefore, we kindly recommend that you close the dispute for the successful payment or wait until it is resolved. Once this is done, please feel free to contact our support team and they will assist you with this matter.
  
  Thank you!

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20840864
  
  I am rejecting this response because:

  
  I did as I was told by your customer service team and then I got banned. I had two payments that were taken from my account. My bank did an investigation and refunded my money for one of the double payments after their investigation. Thats out of my hands. Unless my account is no longer banned, I will not agree to any resolution presented to me.

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

  

  Business Response

  Date: 06/28/2024

  Hello,

  Apologies for the inconvenience. Good news for you! Upon checking, I can see that the support team has adjusted the security settings for you to make another attempt. Hence, you can proceed to make the payment again. Hope this clarifies your concern. If there is any question in regarding your payment issues, I recommend you reaching out to our support team at ********************************** for further assistance. 

  Thank you and have a nice day!

  Customer Answer

  Date: 07/02/2024

   
  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:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son watched a ******* video and went to *************************************** and used my ****** Pay to purchase about ****** PokCoins that cost over $500 from late October to early Nov. without any payment verification and receiving any receipts. I found it out on November 4 and requested a refund and was directed to Xsolla Help (*******************************************************************************). It is a pain in the a** I have spent hours on the chatting with a bot and has been declined refund twice. The business service is fraudulent on deceiving young people. Ask: Please provide a full refund and stop deceiving young kids. Further action: I will file a complaint with the *** and the Federal and State **************************** if the refund cannot be resolved on-time (Within the next three business days before Nov. 9, 2023).

  

  Business Response

  Date: 11/11/2023

  Hello!

  We are sorry to hear that you faced this issue. 

  According to our records, you have already resolved this issue with our refund managers. Should you have any other inquiries or need further assistance, please feel free to contact our support again. Thank you!