Computer Hardware
Rockstar Games Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Rockstar Games Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 141 total complaints in the last 3 years.
- 103 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/26/2024
Type:Service or Repair IssuesStatus: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.
Hello, BBB! I am ***********, and I wanted to bring to your attention an issue that occurred between December of last year and February. Rockstar mistakenly banned a large number of ******* players' accounts. I have substantial proof that this was an error on Rockstar's part, causing numerous ******* players to be wrongfully suspended. I noticed on the forum news feed that Rockstar took measures to address the issue of spam messages, but unfortunately, a serious mistake occurred resulting in the wrongful banning of many *******. We have never engaged in any activities related spam messages. Furthermore, Rockstar refuses to acknowledge that this was their operational mistake. I also have sufficient evidence to prove that I have never violated any of these rules. We were simply playing the online mode legally before the wrongful bans occurred. This is a very serious error, and Rockstar should reinstate our accounts, along with those of other affected players. We would greatly appreciate it if BBB could help us convey these circumstances to Rockstar and assist in finding a substantial resolution. Thank you!Business Response
Date: 04/29/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Customer Answer
Date: 05/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]I hope that the official Rockstar team will take my words seriously. As a
player who has been playing the game for over 20 years, I have
everything in the game. In the past two years, I've just been spinning
the wheel and doing online clan tasks on my own, driving around the
streets. Then, I got a new car, and I was filled with joy as I drove it
around the streets that night. The next day, I wanted to log in again to
take another spin, but I was permanently banned from logging in. I
looked around on the ******* forums, and I saw that many people had been
unjustly banned. Some people noticed the problem, and it was that you,
Rockstar, wanted to solve the problem of spam advertising. I admit that
this is a change you have made to improve things since you have been
slacking off, but have you ever considered one thing? Your anti-cheat
and detection methods are a **** ** ***** They can modify data and
impersonate any player in the game, including but not limited to killing
under someone else's name, earning money, talking, teleporting, adding
anything, and even turning Los ****** upside down. I saw this kind of
cheater in mid-2023, and you banned us, the green players, at the end of
2023 to boost your performance. The feature of our being wrongly banned
is that although we were banned permanently for the first time, there
is still our online mode profile on Rockstar's official website. If what
you said is true, our profiles would be deleted. Secondly, we did not
receive any email notification. I hope you understand what I mean. Don't
keep saying there are no wrongly banned players anymore. You know your
anti-cheat system, with its advanced technology. What about Red Dead
Redemption 2?In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********
Business Response
Date: 05/31/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Initial Complaint
Date:04/26/2024
Type:Service or Repair IssuesStatus: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.
Hello, I am *** and I would like to address the issue of the incorrect ban imposed by Rockstar here. My *** Online account was wrongly banned by Rockstar in January this year. Why do I say it was an "incorrect ban"? Because I did not commit any violations of Rockstar's game rules during gameplay, yet I was permanently banned from accessing *** Online, which is clearly unjustified.When I sought assistance from Rockstar customer support, I was informed that the ban was due to being identified as a "spam sender." Furthermore, I discovered on the *** forum that Rockstar had implemented new measures to ban the prevalent issue of "spam senders" in PC *** Online, but in doing so, they also mistakenly banned a large number of legitimate players, including myself.I contacted other legitimate players who were also incorrectly banned by Rockstar and found that although entering *** Online would display a permanent ban message, our *** Online characters had not been removed by Rockstar. We could still be found on the official website and see our *** Online characters in the game's "Director Mode". However, according to *** Online's suspension policy, "Upon receiving a suspension, your character and all related progress, properties, and inventory will be reset," but my *** Online character data was not cleared by Rockstar .This clearly does not align with the policy stated.In other words, the *** Online accounts of myself and other legitimate players were not truly banned but rather subjected to incorrect bans based on Rockstar's erroneous judgments. Due to this mistaken judgment of bans by Rockstar, legitimate players like us who have invested significant time had our accounts incorrectly banned, which is unacceptable.Therefore, we request that Rockstar restore the accounts of us legitimate players who were wrongly banned, Therefore, I hope that BBB can facilitate a response and resolution from Rockstar. Thank you for your assistance.Business Response
Date: 04/29/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Customer Answer
Date: 05/03/2024
Better Business Bureau:
I received a reply from the Rockstar executive, but I refused to accept the answer. Since you assured me that my account was properly marked, why don't you let me see the specific reason for my account being banned? Of course, I know the reason why my account was banned, which is "spam sender" caused by the ban. But in the game, I only communicated with my teammates and did not send any so-called "spam". I learned from the administrator of the international GTA forum that Rockstar wrongly banned a large number of legitimate players, including me, in December of last year and February of this year, for the reason of "spam sender". This confirms that my account was banned solely because of the error in the anti-cheat system, rather than because I sent spam. And this matter has become widely known in the Chinese GTA forum, here is the topic link: <*****************************************************************************************************************************************;, you can see the specific details of the matter.
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
As far as I know, if a player violates the service terms and is banned, they will receive a ban notification from Rockstar, and the character's progress will be reset. Rockstar has always done this, but I did not receive your ban notification, and my character's progress can still be found on the official website, which is obviously not in line with your ban policy. Since I was unable to access GTAOL in January of this year, and have not received any ban notices until May, you said that after a thorough review of my account, it has been properly marked, but why have I not received any ban notices from you until now? That is, my account was banned without your notice, and I had to ask others to find out that I was banned for "spam sender". Is this not your negligence? I did not receive any ban notices, and my character progress was not reset, which is obviously contradictory to your ban policy. This is also the most questionable point of this ban.
First of all, banned players must receive ban notices and have their character progress reset, but I, along with other players who have been wrongly banned by you, have not encountered any of the above. Can I suspect that you have not thoroughly reviewed my account, but simply concluded that the anti-cheating system's judgment is correct? But I was banned because of the error in your anti-cheating system's judgment, so you should investigate personally, rather than just looking at the final determination result of the system and concluding that it is my fault and irreversible.
I cannot accept my account being unjustly banned without any explanation, and neither can the other legitimate players who have encountered the same situation. Moreover, this has already become a fact, and we have been waiting for your response for four months. However, you have shown no concern for the large number of legitimate players who have been wrongly banned, and we were completely unaware of it because we did not receive any ban emails. Therefore, I hope you will investigate the accounts of players who have been wrongly banned seriously and provide concrete reasons to prove that I violated your terms of service. Thank you.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**** ***
Initial Complaint
Date:04/18/2024
Type:Service or Repair IssuesStatus: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.
Hello BBB, I'm Maple. I've encountered an issue and hope you can help me resolve it. Last December, my legitimate PC version GTA Online account was mistakenly banned by Rockstar, and the same happened to many other Chinese players' PC version GTA Online accounts in December last year and March this year. We are all honest players who abide by Rockstar's regulations, yet we have been permanently banned. I have sufficient evidence that it was Rockstar's mistake that led to the banning of many Chinese players' accounts. It was mentioned in the forum's news thread that Rockstar took measures to reduce the proliferation of spam messages. However, serious errors occurred resulting in the banning of a large number of legitimate players. We haven't engaged in any such behavior whatsoever. Furthermore, Rockstar refuses to acknowledge that it was their operational error. I also have sufficient evidence to prove that I haven't violated any policies in the online mode. We were playing in the online mode legitimately before being wrongly banned. This is a very serious mistake. They should restore my account and those of other players. So, we hope BBB can help us communicate these situations to Rockstar and come up with some substantive solutions. Thank you very much for your help.Business Response
Date: 04/22/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Initial Complaint
Date:04/17/2024
Type:Service or Repair IssuesStatus: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.
Hello BBB, my name is milkomeda. In January of this year, Rockstar banned a large number of legitimate players in an effort to stop spammers, even though players complied with Rockstar's online rules. We understand that Rockstar is taking measures to solve the spam problem in PC GTA Online, but it mistakenly banned my account and that of other players, and it has not been unblocked yet. These erroneous bans have prevented us from enjoying the game, and a large number of accounts have been banned without careful review. Since Rockstars customer service does not accept the problem, we hope that BBB can communicate with Rockstar and the players who have been banned by mistake, and we request reinstatement. Accounts affected by Rockstar. Thank you for your helpBusiness Response
Date: 04/22/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Business Response
Date: 04/30/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Customer Answer
Date: 05/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I have received a response from the company, and they have rejected your inquiry. I am tired of the generic responses from customer service; your responses seem to be copy-pasted.
There are numerous players on GTA Forums who have encountered similar issues, such as:
A significant number of players have been unfairly banned without receiving any email notification. Their accounts have been permanently banned without a 30-day suspension period. Some players were permanently banned before even creating their characters. However, they can still access their statistics by logging into their Rockstar accounts and checking their GTA Online profiles.
This situation is highly irregular, and a considerable number of players have been banned from accessing online play. According to reports on platforms like Steam and within the forums, a significant number of players have been affected by such bans. If this is indeed a policy violation, the number of affected players is too high.
We believe that these bans may have been triggered by mistaking legitimate players for spam advertisers (advertising machines). It's possible that these bans were primarily caused by mistaking legitimate player IDs for advertising machines, as both can disguise themselves similarly. Many of the banned players were participating in public games.
In reality, these bans have had little effect on stopping actual advertising machines, as most banned players are legitimate players who have been falsely targeted. The real advertising machines and cheaters continue to operate freely.
While similar mistaken bans occurred in Red Dead Online, they have since been resolved. However, the mistaken bans in GTA Online have not been lifted yet. If you are unable to resolve this issue, please escalate the ticket to your superiors.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**** *****
Initial Complaint
Date:04/15/2024
Type:Service or Repair IssuesStatus: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.
Banned from text communication channels on Rockstar Games` Grand Theft ******************** explaN8ion & no way to fiNd outBusiness Response
Date: 04/17/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. .Customer Answer
Date: 04/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I`m beiNg tortured, I have exhausted all resources, so I resort to public outcry via many platforms, they keep terroriZiNg me, whoever they are, & keep doiNg so to this day, for the past 17+ months, siNce October 2022. The reason I`m suspended, I assume, is because I keep sayiNg thiNgs like "Haha 911 happened jump, ******** won, ******************** was a hero" or "Act tough face to face you government pet sheep robot sellouts/faggots, go pay back ***** you bums w/ credit scores". So if you want to ban somebody for retali8iNg to beiNg forced iNto torturous environments, a person withiN his own household & workplace, who has been actively engagiNg iN your communities for the past 7 years, overall 11 years, shortly after the game was released, so be it, but morally you people know you`re impure & wrong for it, & furthermore, your company has fraudulently released "free upd8s" for the past 11 years & ignored & failed to patch all forms of cheatiNg/glitchiNg, & if you ever did fix/patch anythiNg, it was only temporary.
Get a real job you clock milkiNg scammers.
Have fun w/ the BBB iNvestig8ions & your failure to compete w/ Microsoft, ********************* & BlizzardIn order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
Date:04/12/2024
Type:Product IssuesStatus: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.
After providing all of the documentation Rockstar requested. A receipt, invoice number, epic account number and screenshots of everything. They refused to help me with my email situation.I inadvertently deleted an address when I was trying to change the ********* store email.So I can't get an email for 2FA. I tried to explain this to Rockstar, I provided everything they asked. Just for them to say they couldn't verify I own the account so I've lost my game. I have it in my Epic store and you can see it in the screenshot I sent Rockstar. I just can't play it because I can't log into that specific account.Business Response
Date: 04/15/2024
This is a Support issue and should be handled through Support channels. We have reached out to this customer for more information, and the customer should work with Support on this issue.Initial Complaint
Date:04/01/2024
Type:Billing IssuesStatus: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.
So I emailed you guys recently asking if we could get rid of my PS5 version progress as my little brother linked his modded account with out my consent and when I went to transfer my ps4 character I didnt even know he had his xbox account linked. Now I am banned for something I didnt even have anything to do do with and was trying to transfer my ps4 legit character. Is there anything we can do? All my friends are on next *** and If we can I would love if we could just figure something out like removing and deleting the modded ps5 character as it was done without my consent.Business Response
Date: 04/02/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Customer Answer
Date: 04/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Hi *** I do understand that but once I noticed the progress on Ps5 version I did ask if we could remove it and if that progress removal was not denied then I probably would not have been banned. As the illegitimate progress would have been gone. Personally *** i am against cheating and would really rather not have to make awhole new PlayStation account just to play with my friends for the last year of GTA 5 as you guys said GTA 6 is coming soon.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 05/24/2024
We reviewed the customer's account data and have confirmed that the account was appropriately banned from GTA Online for violating the game terms and end user license. This complaint should be closed and resolved in favor of the Company. This is our final comment on this matter.Customer Answer
Date: 08/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: before they permanently banned me I asked for removal of the unlegitimate progress and they denied me just to ban me a few days laterIn order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
Date:03/28/2024
Type:Customer Service IssuesStatus: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.
For the past two+ years this process has been dragged out, ignored and the business model for support is non existent and limited in access.I have been blocked from accessing their support portal...with no prompt behavior, on my home provider ip simply emailing support to open a support ticket. I then move to mobile service to change identities and the process is further limited in text responses and image upload count..fine. I can not submit a ticket as it states I have already submitted one..but it was marked as closed...and I was given an email stating it wasn't even a ticket...I am very disssapointed and confused with how Rockstar handles account recovery.I cannot get help, nor am I given a proper way to provide information needed. Why do I need a *********** account to play the offline portion of your game RDR2.Furthering my BBB response, I've had agents respond with default canned responses that are unrelated to the topic (the email signature doesnt even match the sender). After replying, stating this did not solve my issue, I was further was ignored by the agent and they had marked it as closed.All I am trying to do is unlink the compromised account from my ***********. I am also trying to identify what email I had used for a different *********** account as my current steam profile is linked to the *********** account I forgot the email to.I would love to see any human follow up to resolve this.Business Response
Date: 03/28/2024
This is a Support issue and should be handled through Support channels. We have reached out to this customer for more information, and the customer should work with Support on this issue. This complaint should be closed and resolved in favor of the Company.
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