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:02/04/2025

  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.

  Hello I have spent numerous amounts of money on a game called March of Empires this isnt a ploy to recover money it was my choice, what I will complain about is their practices in how they conduct and handle business, you spend you money to enjoy a game. Ok so where the issue comes in there are players who manipulate there system from going to a third party and buying cheap packs meaning instead of a $100 dollars they get someone to buy it for $60 , other instances sometimes they have players who exploit their glitches instead of spending 3k to get better equipment they spend $500. They are also players who are able to purchase a ***** bot to do in game stuff like gather play events hit dead castles for resources. All that I have mentioned is against there game rules and can lead to your account getting banned without any justification whats so ever and it has been done to hundreds of people. So they also have a system where you can report players for manipulating and or exploiting their game.This is where their practices are totally unbiased they want you to produce evidence of wrong doing screenshots videos you name it and what do they do usually provide you with a generic response and they do nothing to improve their gaming atmosphere, they take our money and more money and more money and one day you can wake up and your account is banned just like that. Do I still play the game now? Am I thinking about quitting yes. but what I dont wanna see is people keep spending on this Ponzi scheme to have a better account better equipment and they do nothing against people that are abusing their system no matter how many times you write to them who you try to contact youre lucky if you can find-someone that really will listen to what you have to say about them. We spend yes but they have bad business practices and do nothing to make it better

• Initial Complaint

  Date:09/16/2024

  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.

  On the 8Th of sept. I paid ***** for a bundle pass from the Asphalt Unite game and as of today, I have yet to be given my purchase or a response to any of my queries as to my purchase. I have even tried emailing the company directly and even calling but no response

  Customer Answer

  Date: 10/11/2024

  At this time, I have been contacted directly by GameLoft.com Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   they have not made an effort to resolve issue!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***** ******

  Customer Answer

  Date: 10/31/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by GameLoft.com Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:01/02/2024

  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 have contacted Gameloft SEVERAL times. It's been about 2 weeks or more that I have been communicating the issue and no response is given. I have provided proof of the ****** dream light valley game I purchased which is the GOLD edition which includes the cottage, the capibara, 2 outfits and the moons. I NEVER GOT THAT ON MY MAILBOX ON DREAMLIGHT VALLEY. IInstead of Gameloft providing this to me they just keep giving me the run around. Some agent are clueless as of what a GOLD edition of the game is! I want the delivery of these missing items on my dreamlight valley. Attached are the photos of what is offered with the version I purchased and the receipt!

  Customer Answer

  Date: 01/03/2024

  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 and the matter has been resolved. The company has finally provided the missing items. 
  
  Sincerely,
  
  ******* *********
  
  
   
  
  

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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.

  Gameloft persistently overstates drop rates of rewards for purchased items. They state 10% drop rate on the featured item but I have tracked this many times and the real drop rate is closer to 5%. This is fraud. When contacting customer support, they tell you stories about how drop rate is calculated. At a macro level, if I purchase 300 packs with a drop rate of 10% I should get close to 30 featured items. The rewards were closer to 5%.

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by GameLoft.com Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair 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.

  They know their game ******* Dreamlight Valley) is bugged and takes away a paid currency when you did not spend it and refuse to refund in any way.

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by GameLoft.com Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ****************************************************
  

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair 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.

  This complaint is in reference to GameLoft's game ****** Magic Kingdoms, and the fraudulent activity that is happening inside said game. I have been playing this game on my phone since it was launched, and while there have been some bumps along the road, nothing was as egregious as this issue. For background, this game offers in apps purchases, which is completely fine. In fact, I have purchased many items over the years. However, this time, I spent $100 on in game currency to get a premium character from a chest. My $100 got me ***** in app gems, and the chests were 150 gems each. The character had a 10% drop rate as advertised by Gameloft in the game, therefore, math and common sense tells us that if I bought ten chests, one of them would have the character. That is how math and percentages and probability work. Point blank. I purchased one chest after another and no such luck. ***** gems gone and no premium character. Surely, if I open some more I will get him, since they are advertising a 10% drop rate. Another ten chests purchased and still no character. To me this is outrageous. I contacted Gameloft immediately and they gave me a very copy and pasted response. I pushed back, and opened a dispute on my credit card because I wanted my actual money back. I received my money back, but now Gameloft has made my gem account negative! So they want me to spend another $100 to get it positive! This is outrageous! Of course I received more generic answers saying there is nothing they can do... The fact of the matter is I would never have gotten into this situation if it were not for their false advertising. I am outraged that a company would act in such a manner. Also, there are children who play this game so they are basically stealing money from children! I expect Gameloft to give me ***** gems back to make my balance positive.

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by GameLoft.com Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:11/28/2022

  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.

  I purchased the founders pack of ****** Dreamlight Valley. This weekend they released a discord exclusive promotion that involved a code. I was having issues with the code so I asked for assistance because their website says that that is an official support channel.When I asked my question, I was bombarded for users complaining I posted a spoiler because, since the code did not work, I posted it in the support channel to confirm if the code was being entered correctly. How am I supposed to know if it is correct if I cannot ask??? Then, I receive messages from their "Community Managers" saying that I have to change my social media profile photo, or I won't be allowed to speak in their support channels, and they have since muted **** escalated the complaint to GameLoft (Or at least I was under the impression this is what was happening) and the mod responded saying that while my photo doesn't actually depict violence, it has a contextual background rooted in violence, so they aren't allowing it. I am not interested in changing a photo I use across all of social media, to satisfy the ridiculous requirements of an overzealous moderator on a power trip. They are saying that my photo isn't violent, but it is at the same time and it makes no sense.Especially when ******/Pixar IP contains guns!Now, let's say this mod is correct and that there is violence behind the photo. None of what they claim is depicted in my photo. The context is irrelevant if they don't know it exists, they clearly had to go investigating for a reason WHY my photo was violent, because there wasn't one readily available, and it seems like a personal vendetta at this point.I expect this situation to either be resolved so I can participate in support channels when I need to, otherwise I would like my game purchase refunded.

  Customer Answer

  Date: 12/26/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by GameLoft.com Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair 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.

  Have spent money on a game published by Gameloft. March of Empires. After recent update they removed resources acquired from playing game and purchases from account. After 1 week of back and forth they accused me of acquiring the resources illegally. The only note stating I acquired too much resources in a day and it wasnt humanly possible without any evidence other than I played the game too much in a day. This is a push to get people to buy packages from the game using money versus dedicating a few days off to playing the game.

• Initial Complaint

  Date:09/19/2022

  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.

  I preordered a game called Dreamlight Valley and ordered the Ultimate Founder's pack, which was ***** plus tax. The base game is *****. With that purchase, I was supposed to receive special items along with my game. Since installing the game, I haven't been able to connecto to their cloud, nor received any of the in-game items I was supposed to. I created a help ticket for Gameloft on 8//7/22 (the day after it launched) and included screenshots. Their system has also made me reset my cloud information now that I don't think they intend to have games saved. My help ticket was ignored until yesterday, when they sent me a survey about how well they did with solving my issue. That is the only contact I have gotten from them. I bought the game from a third party (because that's the only way you can get the game) but since I am unable to receive the extras I paid for, I should get at least a $40.00 refund from Gameloft since that is the difference between the ultimate pack and the founder pack. I can't get the refund from the seller because I played it for more than 2 hours.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair 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.

  On Tuesday, September 6, 2022 I purchased a digital copy of the GameLoft game DreamLight Valley through the ******** Switch e-shop. I paid $69.99+ tax for the Ultimate Edition.Upon proceeding to play the game I was plagued by one technical issue after another; one being the softwarewould crash (seize to operate and shut down). This would happen anywhere from **** times during one hour of gameplay. Sadly this was just one of many issues (delay, freezing, missing objects, viewing issues, tasks and quests not able to be accomplished just to name a few). It was also confirmed through a gamingchat server these issues were not specific to my system but to everyone who purchasedthis game.Upon investigation I discoveredthe software I purchased was a "beta" version - masked under the guise of an "early access" game. I went back to the ******** e-shopand read through the game descriptionprovided to ******** by GameLoft and there is not one word mentioned about this software being a beta version, in essence this is misleading and/or down right falseadvertising.If I had known this was a beta version of the game I never would have purchased it - developers should be paying people to test their games, not the other way around.I am seeking a refund for the $69.99+ tax. The game is barely playable and I would like to use my $70+ to purchase a game I can play without repeated technical issues. I am not interested in waiting months and months for them to work out their technical issues.