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:01/23/2026

  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 purchased WIN Reality in 2025 for my son. He used it for part of the year, and then stopped. I submitted a request in the game to cancel the subscription since it was no longer in use. They can clearly see when it was last used. At that time, maybe mid-year, I thought it was done and forgotten about. Had I known I needed to submit on their website, I would have. However, they still charged me in January 2026. I immediately went in to cancel again, this time through their website, and received an email confirmation. I also contacted my bank to stop payment, but they denied it because WIN Reality said I had not cancelled. It seems to be very difficult to reach anyone to get issues resolved, and they try to lock you into games/subscriptions you do not want or use. I have no way to "show or prove" the cancellation through the app, since it was a VR app, which is where I think they trick people out of cancellations.

  Business Response

  Date: 01/23/2026

  All account management for subscriptions purchased through our website must be completed directly through the user dashboard that is available for login on our website. We do not offer the ability to submit cancellation requests through our VR or mobile applications.

  After reviewing our records, we were unable to find any prior cancellation requests submitted through our website, any emails sent to our support team from REMOVEDor any calls placed to our support line from the REMOVEDnumber listed in the complaint. Because no cancellation was recorded in our system, the subscription renewed as scheduled.

  We can confirm that the subscription associated with REMOVEDhas now been canceled and the $228 renewal charge from January 9 has been fully refunded.

  If there are any additional questions, our support team can be reached at REMOVED.

  
  

  Customer Answer

  Date: 01/24/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

  If I do not receive the refund to my account as stated, I will reach back out. 

  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:01/16/2026

  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 bought a winreality membership for my son as a christmas present in 2024. It has not been used in 6 months, and the credit card associated with the membership had expired.Win reality somehow contacted the issuer for a new number to charge for another year of the service (which my son had not used in months and will not use again). I have attempted to email at all the email addresses obtainable on the website (support info and legal @REMOVED) to figure out how to refund the unwanted renewal. ALL of the emails bounced with errors from REMOVEDgroups signed "winreality admins." The only obtainable number REMOVED- goes right to voicemail and refers you to the UNWORKING email addresses.

  Business Response

  Date: 01/21/2026

  After reviewing the account associated with this complaint, we can confirm that a WIN Reality subscription was purchased in November 2024 as an annual membership. While the application was not actively used for several months, the subscription remained active and was set to renew automatically unless canceled prior to the renewal date, as outlined during checkout.

  Regarding the credit card renewal, we would like to clarify that WIN Reality does not request new card numbers from customers banks. Many card issuers use an automatic account updater or tokenization service that allows recurring subscriptions to continue even when a card expires or is replaced. This process is handled entirely by the card issuer and is outside of our control as a merchant.

  I am confirming that the subscription under REMOVEDhas now been cancelled, and we have processed a $228 refund. 

  Additionally, we are actively receiving and responding to customer emails sent to REMOVEDand REMOVEDWe have not identified a system-wide issue preventing inbound messages, though some customers may experience delivery failures due to sender-side email provider restrictions or incorrect addresses. Also, the phone number referenced in the complaint, REMOVED, is not an active WIN Reality phone number and is not listed on our website or official materials. 

  Please let us know if you have any questions. 

• Initial Complaint

  Date:01/06/2026

  Type:Customer Service 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 tried to access customer support using the email address given and the message returns that the company cannot receive the message. There is no phone number to access customer service. There is no way for me to talk to communicate with anyone with this business.

  Business Response

  Date: 01/06/2026

  We are actively receiving and responding to customer emails sent to REMOVEDand REMOVEDand our support inboxes are functioning normally.

  
  In some cases, email delivery can fail due to sender-side email provider restrictions, incorrect email addresses, or security filtering applied by the senders email system. At this time, we have not received any other reports indicating an issue with customers being unable to contact our team.

  
  We encourage the customer to resend their message to either of the above emails and, if available, include the bounce-back error message so we can further investigate and assist.

• Initial Complaint

  Date:12/30/2025

  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 cant access the subscription I purchased from them. The refuse a refund or any sort of help. The just stole REMOVEDfrom me.

  Business Response

  Date: 12/31/2025

  Customer purchased a gift subscription in November which would allow them to activate the membership at a later date. The subscription was not active until the membership was redeemed, so customer was being presented with the subscription REMOVED. Our team informed him of the steps to redeem his membership, and this issue has been resolved.

• Initial Complaint

  Date:12/11/2025

  Type:Billing 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 billed me for a whole year last year and the service was REMOVEDthat's why they hit you up for a whole year...I cancelled immediately and they still had my credit card number of course but it's a card i use specifically when im dealing with these dark trends companies so it was shut off....they attempted to hit me again just the other day even though i havent used the service in a year. They are theives and i guarantee they are stealing from people less savvy or conscientious. I can't believe these companies are legal where they offer no ability to remove your credit card. All of these companies exist through manipulative credit card capture and i am sick and tired of it...when is the us government gonna put a stop to this shit??

• Initial Complaint

  Date:09/09/2025

  Type:Billing 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.

  We canceled our subscription with WIN Reality several months ago. It's impossible to reach anyone over the phone so we looked up a way to cancel through the gaming device we use to access WIN reality and it appeared to be successfully canceled but every month, we continue to get a charge of $29 for a subscription we no longer want and has proven to be impossible to cancel. Thank you in advance for helping to resolve this issue.

  Business Response

  Date: 09/09/2025

  Based on our records, we identified an original phone call from REMOVEDon May 22, 2025, regarding your subscription. We were unable to find any prior email communication under the account email REMOVEDor the provided email. Based on the original call from May 22nd, I have provided a $29 refund for each month dating back to May 11th, 2025 totaling $116. 

  As a resolution, we have issued a refund of $29 for each month dating back to May 11, 2025, totaling $116. These funds have been returned to your original payment method.

  We did not find any indication of cancellation attempts before May 22, 2025, but if you have any documentation showing that the subscription was cancelled previously, we would be happy to review it and make further adjustments if needed.

  If you have any questions, please reach out to REMOVED.

  Customer Answer

  Date: 09/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Thank you very much for taking such swift action. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:07/15/2025

  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.

  This merchant continues to charge me $39 per month for a service that is not being used. However, the most frustrating part is that they make it impossible to cancel the subscription. I've been trying on and off for several months, but I'm unable to log into my account. When I request a password reset, I never receive anything. I've also tried calling and emailing their support team, but still haven't been successful. I'm at the point now where I may resort to disputing the charges with my credit card company. They've already charged me for 9 months of service and I've been trying to cancel for the past 3 or 4 months. These types of predatory practices that make it overly difficult to cancel a service should be illegal.

  Business Response

  Date: 07/18/2025

  Based on our records, the first contact we received from this customer regarding cancellation was on Monday, July 14th at 12:21 AM. We were unable to locate any prior communication under REMOVEDnor was I able to find any phone calls during our normal business hours associated with the phone number listed on the receipt.
  
  The account is registered under REMOVEDhowever, the email REMOVEDwas set as the owner profile on the account, which is where password reset links were sent. The first password reset request was made on March 30th, which occurred 10 days after the subscription had already renewed for that month.
  
  Given this timeline, we have issued a refund for the REMOVEDand June renewals, totaling $117.
  
  If you have any questions, feel free to reach out to us at REMOVED.
  
  
  

  
  

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service 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.

  The service (Win Reality) provider doesn't provide an easy way to cancel membership. Calling them is of no use since they put me on hold forever. I believe they are in violation of the business code by not providing consumer a way to cancel without going through the hoops. In contrast it takes a minute to sign up. Please help.

  Business Response

  Date: 04/29/2025

  The customer reached out on April 3, 2025, to cancel their subscription but initially did not provide an email associated with an active account. After a phone conversation, I was able to identify another account under a different email address by reviewing transaction logs and successfully canceled the subscription.
  For future reference, subscriptions purchased through our website can be canceled at any time by logging in through the Member Login section on our website.

• Initial Complaint

  Date:03/20/2025

  Type:Product 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.

  In February 2024 I signed up for a year of WIN Reality. The product was fine, but my son no longer used it, so I wasn't going to continue. There was no notification or heads-up that my account was going to auto-renew, I only realized after I saw a 228$ charge pending on my credit card from 15 February. The company has deceptive business practices and forces you into another year charge and does not allow you to cancel / refund. I went and cancelled my account, but they won't refund even though I didn't want another year. Please refund my payment from 15 February 2025.

  Business Response

  Date: 03/20/2025

  Hi,

  The customer signed up for an autorenewal subscription as mentioned in the Terms of Service on February 15th, 2024. The customer was renewed for their annual subscription on February 15th, 2025 and reached out to our Customer Support team on February 16th, 2025. Our team member informed the customer that they cancelled the subscription and provided him with a $228 refund. I have attached the invoice from the original purchase from 2024, and the invoice that shows the customer was refunded on February 17th, 2025. I have also provided the exchange with our support team that shows the issue was addressed swiftly, and have also provided our Terms of Service that state that all subscriptions are set to autorenewal unless requested to cancel or manually cancelled on our member dashboard. 

  Please feel free to reach out REMOVEDif you have any questions.

   

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:03/12/2025

  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.

  Win Reality charged my CC $228 on 2/17/25. I did not authotize this charge. My daughter got this as a gift last year and used it for maybe 2 months. I never signed anything saying to keep renewing yearly nor was I alerted of renewal. The website just errors when trying to log into the account and errors on password reset. The phone number on file tells you just to send an email. I want a full refund and subscription cancelled.

  Business Response

  Date: 03/13/2025

  Hi there,

  This charge was already refunded on 2/19/2025. Please see attached for the credit note.

  Please don't hesitate to reach out to REMOVEDif you have any other questions or concerns.

  Thanks!

  -REMOVED