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:04/07/2025

  Type:Order 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 been a dedicated player and supporter of ********* for over a decade. I maintained two paid accounts for most of that time, spending thousands of dollars on memberships, premium content, bundles, and in-game items. More than that, I contributed countless hours to uplifting and supporting the ******************* as a leader, creator, and former official fansite ********** account was permanently banned without explanation, and despite multiple respectful attempts to contact KingsIsle Support, I have never been told what rule I allegedly broke. I was simply informedweeks laterthat I had violated the Terms of Use, with no warning, details or evidence provided, and no opportunity to appeal.This treatment is deeply unjust given my long-standing positive relationship with the company and my leadership within the community. It has caused me not only financial loss but personal and reputational harm. My community has been impacted, and I have been left to defend myself against vague allegations while KingsIsle remains silent.I am not seeking conflict or revenge. I am seeking clarity, accountability, and a fair resolution. After investing so much into their product and community, I believe I am entitled to an explanationand the restoration of my accounts if no specific or valid violation can be shown.

  Business Response

  Date: 04/07/2025

  Hello,

  We have fully addressed the customer's query through our support system in ticket #******-000431.

  The Permanent Ban sanction on the customer's accounts has been issued due to a confirmed violation of our Terms of Use.

  We encourage the customer to review our Terms of Use that they agreed to upon account creation.

  "We may suspend or terminate your account for any failure to comply with these Terms of Use, any terms related to any service offered through the Site or for any reason whatsoever, or for no reason."

  The accounts will not be released for access and we consider this matter closed.

  Regards,

  KingsIsle Support Manager

  Customer Answer

  Date: 04/07/2025

  Complaint: 23170568
  
  I am rejecting this response because:
  
  Please see attached evidence supporting my case, including documentation of my previous partnership with KingsIsle, ticket communications, and comparison to how other cases have been handled.
  
  I never received a clear explanation for my ban while other community members have, and I have remained respectful in my continued presence in the community. Im simply asking for a path to coexist peacefullyfor my accounts to be returned and to no longer be treated as if I never mattered.
  
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 04/08/2025

  Hello,
  We have fully addressed the customer's query through our support system in ticket #******-000431.

  We will not disclose any further information regarding the specific accounts, situation and sanction via the BBB platform as it is a public platform.

  As stated in the previous response, we encourage the customer to review our Terms of Use that they agreed to upon account creation.
  "We may suspend or terminate your account for any failure to comply with these Terms of Use, any terms related to any service offered through the Site or for any reason whatsoever, or for no reason."

  We understand that the customer does not like the sanction on their accounts, but the sanction is valid and is permanent.

  We consider this matter closed and cannot provide any further support toward the accounts in question.
  Regards,
  KingsIsle Support Manager

  Customer Answer

  Date: 04/08/2025

  Complaint: 23170568
  
  I reject this response as unsatisfactory.
  
  At no point in this process has KingsIsle provided any evidence or specific information regarding what Terms of Use were allegedly violated. While I understand their Terms allow for account termination "for any reason or no reason," it is highly concerningand, frankly, alarmingthat a long-time customer and official community partner of over a decade can be banned without explanation or accountability.
  
  I am not merely a casual player. I have served as an official fansite partner, contributed countless hours to supporting and growing their community, and made substantial financial contributions to this game over many years. My ban affects not only myself, but the broader community that I lead and serve.
  
  The fact that KingsIsle refuses to offer any meaningful clarificationeven privately through the original support ticketis not just deeply unfair; it raises serious questions about how they handle customer relations, moderation, and internal accountability.
  
  I am requesting that this complaint remain open so the BBB can acknowledge that the company has failed to resolve the issue in good faith. I am not asking for private account details to be shared on a public platform; I am asking for a real explanation, delivered through proper channels, for why I was banned. This is the minimum level of respect any customer deserves.
  
  Thank you for reviewing this matter.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:04/02/2025

  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.

  While playing one of KingsIsles popular MMO games, I stepped away from my keyboard for an extended period to attend to personal matters. When I returned, I discovered that my account had been muted for an entire year. This disciplinary action was applied without any warning, notification, or previous record of misconduct.I had no history of violations or disruptive behavior and had always adhered to the community guidelines and terms of service. The lack of prior warnings or communication about the mute was both unexpected and frustrating. Attempts to contact customer support for clarification or appeal were met with standard, automated responses that offered little insight into the reason for the harsh penalty.Being muted for such a prolonged period severely limited my ability to enjoy the games social features, interact with friends, or participate in community events. The incident left me feeling both confused and unfairly punished, raising concerns about the moderation policies and communication practices employed by KingsIsle.

  Business Response

  Date: 04/02/2025

  Hello,
  We have fully addressed the customer's question about their account sanction through our support system in ticket #******-000232.

  The customer's account has violated our in-game chat Terms of Use resulting in the mute sanction on their account.

  The sanction is absolutely valid, appropriate to the level of violation, and will not be reduced.

  Regards,

  KingsIsle Support Manager

• Initial Complaint

  Date:03/05/2025

  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.

  Hello, im saddened to have to be making a report but it is now warranted. About 10 days ago I encountered an issue which prevented one of my characters on my account (my main) from being able to log into the game. (I am met with a failure to upload character message). After seeing this I promptly contacted support and was provided with an automated ticket number within 10 minutes. ( 250203-000266 ) The following day a support representative emailed me back asking for several logs and a couple general questions which I gladly replied back with. 3 days passed and I received no further response. I decided to inquire with the developers in the official discord and they notified me to attempt replying to the ticket again to refresh it, which I did so. Several days passed again and I have yet to receive a response after the initial one. It has now basically been 10 days since the origin of my issue, I have been losing paid membership days, missed out on several events (one being rare) and several more planned things. Support has not replied to me since their original response, and Id like this issue solved. The ticket number is 250203-000266

  Business Response

  Date: 03/05/2025

  Hello,

  We are actively assisting the customer through our support system via their ticket #******-000318. Our last two messages to the customer were sent via the ticket thread on 3/3/2025 and 3/5/2025.

  Unfortunately, the technical issue regarding the customer's account is taking longer than expected to resolve, but our developers are actively investigating a fix.

  We will notify the customer via their support ticket as soon as possible once we have an update.  We sincerely appreciate the customer's patience and understanding.
  

  Regards,

  KingsIsle Support Manager

• Initial Complaint

  Date:11/25/2024

  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 am unable to proceed in my game on Wizard 101 and when I contacted support they didn't address the problem. I contacted them numerous times and received unsatisfactory answers in response to my request to fix the problem. I informed them there is a glitch in the game and they need to progress me to the next level, but they're not doing that, instead I'm being ignored, or told to go back to the original support ticket I filed before. Still the problem with the game persists. I pay over $50 a year not to mention all the other money I spend to play this game. I expect better service. I want this to be addressed so that I can continue my game.

  Business Response

  Date: 11/26/2024

  Hello,

  We have already fully assisted the customer through our support system in ticket #******-000175.

  There is no error with the customer's main story quest line currently, so no repair can be made.

  Regards,

  KingsIsle Support Manager
  

  Customer Answer

  Date: 11/26/2024

  Complaint: 22603465
  
  I am rejecting this response because: I cannot connect to the server. Every time I log in I get a red dot with a chain and I am disconnected. I requested help for this and am sent back to the same person who is "helping" me access Celestia. The support says going to ******** will help me get to ********. This quest is to get to *********** not Celestia. I completed the quest The Final Countdown in Dragonspyre. I was supposed to  then go to ***** ******* and get the spiral key to Celestia. That didn't happen. Being my character is a level 52, I should've been able to go to *****, get the key and access Celestia.  Also, 2 of my Grizzleheim quests are gone and I didn't get a training point for finding all the stone roses in ***********. Without access to the game at all, (because I cannot connect to the server),  I cannot even play the game anymore. 
  
  Regards,
  
  ******** *****

  Business Response

  Date: 11/26/2024

  Hello,
  The customer must contact us directly through our support system in order for us to provide further game account assistance and technical troubleshooting support.

  We cannot provide this support through the BBB platform.

  The customer is welcome to contact us directly by sending an email to ********************************** or by responding to their open support ticket 241123-000175.
  

  Regards,

  KingsIsle Support Manager
  

  Customer Answer

  Date: 11/26/2024

  Complaint: 22603465
  
  I am rejecting this response because: When I use support I get no assistance and get referred back to the same support number that is not helping me at all. I cannot access the game at all and no one is helping to fix that problem or the other issues that I mentioned except to refer me back to the same support that isn't helping at all. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:11/18/2024

  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.

  My Fiance recently purchased a Wizard 101 membership, and I tried the same shortly after. Both accounts were promptly banned, for no reason at all, and KingsIsle refuses to get back via email. I am considering taking it to court with a class action lawsuit because this happens to so many people.

  Business Response

  Date: 11/20/2024

  Hello,

  We have already fully assisted the customer via our support system in ticket ************* and the account in question has been released for access.

  If the customer requires further account assistance, they must contact us directly by emailing ************************************************************.

  Regards,

  KingsIsle Support Manager
  

• Initial Complaint

  Date:08/09/2024

  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.

  My name is *************************. I am a disabled veteran. I started playing a game from Kingsisle Entertainment called Wizard 101 back in December 2010. My wife started playing in December 2013. Together we've spent thousands of dollars on this game over the last 10 years or so. They have tried to shut my account down 3 ********** wife recently. They state that our accounts do NOT exist yet we have both been members since December 2013, me since 2010.. I have tried & tried to access our accounts which does no good. We have bank statements going back to December 2013 for quite a substantial amount of money for these accounts. We can provide these statements if need be. We want a refund from them for at least $1500 for he company stealing our accounts & all the items we purchased thru this game. I have bought at least 30 bundles at $39, my wife at least 10 bundles at $39 a piece not to mention packs in the game arranging from $5-$20 a piece. We have tried to contact them but get no response. If they will not respond, we are going thru The ****************** to pursue the monetary refund. They took advantage of a disabled ***************** Can you please help us? Thank you. ************************* ********************* *************. Thank you.

  Business Response

  Date: 08/09/2024

  Hello,

  We cannot discuss any specific confidential account details via the BBB, as this is a public platform.

  We do not have any recent messages from the customer's email address.

  The customer must contact us directly by sending an email message to ********************************** in order for us to provide account recovery assistance.
  

  Regards,

  KingsIsle Support Manager
  

• Initial Complaint

  Date:07/15/2024

  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.

  At first I was just trying to get some help resetting my password. I contacted them through their email help service. After a few days of providing them with my account information and even the payment information they still wanted me to provide them with an address that I had lived at 11 years ago. I tried to explain to them that I had been very patient and understanding with this incident that there was no way I could recall the address I lived at 11 years ago and that if I couldn't get some help my only resolve would be to cancel an account that I have enjoyed for over 11 years. Of course there response was the same, they needed the address I lived at 11 years ago. Given no other options I requested a corporate phone number and was told they had none. The only way I could seek help was through the email service. I googled their phone number and called them, you needed to either know an extension or leave a message. I left a message explaining that I needed to cancel my account and that I needed someone to call me back gave them my name and my phone number. It's sad that I have enjoyed this game for so long and now have to leave it behind because of their customer service. At this point it's obvious they're not going to call me back, so I guess what I need your help with is making sure my account is closed and I will not be billed for my yearly subscription.

  Business Response

  Date: 07/15/2024

  Hello,

  We cannot discuss any confidential account information via the BBB, as this is a public platform.

  We have messaged the customer directly via their recent support ticket #******-000000.

  The customer must respond to this support ticket email thread or email us directly at ********************************** for further account assistance.

  Regards,

  KingsIsle Support Manager
  

  Customer Answer

  Date: 07/15/2024

  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. I requested contact by phone and they contacted me by email, but they did address my concerns so I am content with the action taken.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/21/2024

  Type:Delivery 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 use my aunt's paypal account because I do not have a paypal account to buy crowns with on the crown store the card that was used says processing the $46 and the other card used says $4 because I did a split payment but I did not receive ****** crowns. My credt cards are on my aunt's paypal account so I do not know why my payment didn't go through. I use them all the time this way.

  Business Response

  Date: 05/21/2024

  Hello,

  We cannot discuss specific account details and purchases through the BBB interface as this a public platform.

  The customer must contact our support team directly by sending an email message to **********************************.

  We will be happy to assist the customer further once we receive their message directly.

  Regards,

  KingsIsle Support Manager
  

• Initial Complaint

  Date:03/08/2024

  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.

  KI (kingsisle) hosted an event and said that the winners of this officially hosted event would win a mount, an in game item that is bought with currency from real world money, of their choosing with a new color theme the winners decided upon. Having won this tournament and talking directly to the community managers we tried to settle on a mount before moving forward with the colors and eventually the name for this mount, however after 5 months of no updates, during which we sent multiple requests for updates during this time and received nothing, we have been told that they will not be letting us choose the mount nor the colors and that the name has already been picked but they will change the name at a later date to the one we decide. When we asked how this happened they said it was a miscommunication and would not be corrected or fixed.

  Business Response

  Date: 03/11/2024

  Hello,

  All promotional contests and prize offers are at the discretion of KingsIsle Entertainment and our Community team.

  For further assistance and information regarding promotions, you will need to contact our Community Team directly at ************************************.  When you contact community, please be sure to include your username, character name and any other relevant details regarding your request.
  
  Regards,
  KingsIsle Support Manager
  

• Initial Complaint

  Date:02/19/2024

  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.

  My nephew has been playing Wizard101 for some time and without my acknowledgement has been buying crowns with my card. I reached out to Wizard101 by submitting a support ticket #******-000076 in regards to this manners and have yet received a reply from KingsIsle in regards to the funds that my nephew stole from my card to use towards this game. List of transactions , Last 4 digits of card number are all in support ticket. And I want his account deleted permanently.

  Business Response

  Date: 02/20/2024

  Hello,

  We are fully addressing this situation with the customer via our support system in ticket #******-000076.

  We cannot discuss any further specifics of the account details and situation via the BBB, as this is a public platform.

  The customer must respond directly to support ticket #******-000076 for further assistance.

  Regards,

  KingsIsle Support Manager