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:10/05/2025

  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've been playing a game run by Simutronics for over 20 years. They promise changes that are never delivered, claim they're working on projects only to abandon them, create hopes and dreams just to slash them at the last minute. In the time I've played, they've had mining/smelting as a future artisan skill since before I started playing. Every few months, I check for any movement on this and am always disappointed.They've been promising a new class that focuses on the Mental to round out the three spheres of magic. This class is called a Savant and they've even released most of their spells on scrolls and such just to tease the playerbase, only to shelve it when it seemed so close to release.These are just two major examples that come to mind. We pay a subscription to this game that rivals much newer and complex games, and expect improvements/changes that are promised to be followed through on. It's disappointing to think that I'll probably die of old age before some of the changes I was excited about as a teenager were teased.

  Business Response

  Date: 10/27/2025

  We truly appreciate this customers incredible dedication and passion over more than twenty years of play that kind of loyalty is something were genuinely grateful for.

  The features mentioned, such as Mining/Smelting and the Savant class, were concepts explored by earlier teams many years ago. Over time, priorities, technology, and staff have changed, and not every design moves from discussion to release.

  While we enjoy sharing ideas and plans with our community, we never guarantee that any specific feature or system will be implemented. Subscriptions provide access to our live, continuously operated service including events, support, and new content not specific future updates.
  
  We value this players feedback and enthusiasm and remain committed to keeping these classic worlds alive and evolving for all who continue to enjoy them.
  

  We hope to resolve their concerns with continued public communication via normal channels addressing our ever evolving roadmap.

• Initial Complaint

  Date:08/18/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Simutronics permanently banned my accounts, Ereztheex and Yashar, for unattended experience gain and inappropriate comments. I admit to these actions but believe that a permanent ban, particularly for a character with over 20 years of history, is disproportionate. The staff's decisions were based on personal bias, looking beyond in-game interactions as personal attacks, rather than an objective evaluation.There is also a glaring lack of diversity within Simutronics, likely contributing to biased decisions and unfair treatment. My attempts to resolve the issue were met with dismissiveness, and I was even removed from their Discord channel for speaking out, further demonstrating their disregard for customer concerns.Resolution Sought:Immediate reinstatement of my accounts (Ereztheex and ******) without further retaliation.A commitment to open, constructive communication from Simutronics.An audit of Simutronics business practices to address bias and unprofessional conduct.

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Simutronics is an online gaming company, specifically the creator/owner of Gemstone IV (previously Gemstone III). Ove the course of the last year, I have paid them in excess of $14,000 for for in-game items. Recently, they have made up charges against me because they didn't believe I paid them enough money for what I "earned". I have been unable to resolved this with them, and have asked for a full refund of my purchases. In response to this, they have permanently banned me from the game and stopped comminicating.