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Average of 58 Customer Reviews
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Review fromJohn B
Date: 06/06/2024
1 starCareful the refund policy is a sham.They are not what they appear, based on the many other reviews this has to be fraud.Avoid they are not what they appear and watch your account as they may try and use without authorization.
Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
Were always working to improve how we serve our partners and you, their players. If you have any questions or concerns about charges, please don't hesitate to contact our support team at *******************************. They are always ready to assist you and provide any necessary clarification.
Thank you!Review fromTimothy M
Date: 05/31/2024
1 starI purchased a subscription for a game I wanted to try and purchased some in game currency , within one hour of trying it I realized it was not good and canceled subscription by contacting xsolla representative . One month later I was billed agian when contacting them about it they kept giving me a reply that stated I can not get a refund since it was consumed in game. No matter how hard I tried to explain that it was not over the consumable purchase rather than the subscription they would always point back to it than cancel the subscription. I finally chatted with another rep in live chat that also would not refund the second billing for subscription as he saw it was already handled bu the previous rep which was not. Now I have requested my account be deleted from their website as I do t trust my information in their hands. Lets see how that goes.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
Were sorry to hear that. Were always working to improve how we serve our partners and you, their players - and your opinion matters to us. If you have any specific feedback that can help to do better in the future, please visit ******************************* and send it our way.Review fromLeandra A
Date: 05/07/2024
1 starI'd give no stars if an option!! I accidentally purchased a years membership instead of a month's membership. I got ahold of someone on customer service, they said 3-5 days their "refund managers" have to look over it. I'm on day 7, I understand that most places don't count weekends as days, but all these guys have been doing is throwing me through a loop, telling me that they are working on a refund, and when I ask to speak to someone they don't respond. They are quite literally keeping my money hostage. Their phone number doesn't work so don't bother calling them. This place is a joke!!Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We completely understand that waiting for a response can be frustrating, especially when our support team is handling a large number of inquiries. We want to assure you that we value your time and are doing our best to address each request as quickly as possible. However, due to the high volume of inquiries, the response time from our managers may take more time than usual. We kindly ask for your patience and understanding during such time.
If you still have concerns or questions regarding the refund, we encourage you to respond directly to the email you received from us or contact us via *******************************
Thank you!Review fromDevin E
Date: 04/04/2024
1 starXsolla associated my card with a disupted charge that my bank doesn't have a record of. It was associated with someone else's email and Roblox account. As such, it marked my card as fraudulent and has limited its use. Not a high quality service.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
we are sorry to hear about your bad experience while purchasing via our store. Secure payments is one of our main goals. Please note that when we receive a notification about a chargeback, all related information is blocked in our system for security reasons.
We understand that in your case, the chargeback may have been opened by mistake. Please contact us at ******************************* so we could provide further assistance and help resolve the issue.
Thank you for your understanding!Review fromKeir P
Date: 03/12/2024
2 starsThey can take your money instantly but it takes 10 days to get a refund.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We understand that waiting for a refund can be a bit frustrating, but please note that it may take up to 10 days for the funds to be fully processed. The exact time depends on the banks/card issuers.
Thank you for understanding!Review fromJ. R.
Date: 03/06/2024
1 starI have been blocked for life over a simple mistake by myself to xsolla. Not only is their security high their customer service is worse than telemarketing. I agreed to pay for the mistake immediately and was shut down. Now if any app uses xsolla as a platform I refuse to use it. All this security over a $50 charge and no options to reconcile is ridiculousXsolla (USA), Inc.
Date: 05/28/2025
Hello,
we are sorry to hear about your bad experience while purchasing via our store. Secure payments is one of our main goals. Please note that when we receive a notification about a chargeback, all related information is blocked in our system for security reasons.
We understand that in your case, the chargeback may have been opened by mistake. Please contact us at ******************************* so we could provide further assistance and help resolve the issue.
Thank you for your understanding!J. R.
Date: 06/04/2025
I have reached out before on multiple occasions and was told the same answer every single time, provide the documentation, which was a prepaid card service through my bank that was closed as they switched to a new prepaid system. I could not and still can not provide a statement with the said charge. I even offered to pay for the charge back, being proactive and trying to reconcile through another means to be told very rudely that without that statement nothing can be done.Review fromJim C
Date: 03/01/2024
1 starA company that got "too big for their boots." They have so much success and money now that customer service and respect mean nothing to them. They understand that they CAN be rude and disrespectful to customers and employees because they are too large to fail at this point. Why waste time treating people with respect when there is money to be made?Long story short, I got a large charge on my PayPal from "Xsolla" which I had never heard of before and I didn't recognize, so I immediately tried to refund it via PayPal. It was promptly declined which made me realise I must've made a mistake, so after looking more into it I realised yes I'd messed up and made an effort to message support and clearly explain the situation.The response I got from them, and not only the support members but the supervisor also, was "Lol too bad" and then ghosted. Obviously they didn't say those words exactly, but what they said meant the same thing. They refuse to help and simply don't care enough to do so because, as I mentioned earlier, the success has made them feel as if they don't need to treat people with respect.I highly recommend avoiding this company if possible. I'm aware that this little review probably does nothing to them, but even if it helps one person avoid the experience I'm currently having with them, it is worth my time.Thanks for reading.Xsolla (USA), Inc.
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 feedback about our response time, please visit help.xsolla.comReview fromJonathan P
Date: 02/22/2024
1 starI saw a payment about to happen / happening for Dual Universe, to which I bought a year's access (maybe in 2021?) during the pandemic. I see now that it was a recurring ~$150 per year charge. Was fine when I had a well-paying job and didn't notice or care, but when it came to my attention this year (when money is tight), it was too late to cancel 12 future months of a game I haven't played in 3 years and I'm now on the hook for the charge for something I'm never going to use. Cool / not cool.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We apologize for any inconvenience you may have experienced. When it comes to subscriptions, please remember that they renew automatically unless it was cancelled before the renewal period.
We totally understand your frustration, if any assistance is needed with it, please contact us ******************************* for further assistance.
Thank you!Review fromAlisha B
Date: 02/21/2024
1 starXSOLLA has frauded me for 13 charges of $54.33. This company is a fraud. No idea who or what they do. Never engaged their services. BEWARE> no way to contact them. Absolutely thieving company.Xsolla (USA), Inc.
Date: 05/28/2025
Hello,
We are sorry to hear about it. If you have any issues with the charges or detect any fraudulent activity please contact us at ******************************* for further assistance.
Thank you!Review fromRobert K
Date: 02/18/2024
1 starThe company sold a product in association with an android game, suggesting there would be bonus players associated with the game. None of the players in the box were bonus players. They refuse to refund the purchase.Xsolla (USA), Inc.
Date: 05/28/2025
Hello!
It's unfortunate that you faced some issue while using Xsolla.
If there is anything else we can assist you with, please don't hesitate to reach out to us again at *******************************.
Thank you.
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