ComplaintsforKingsIsle Entertainment, Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  after waking up after a 4 month break from 1 of their games i tried to sign in after several failed attempts i was finally told my account had been banned, no reason attached and it told me to check my email for the reason i did just that and there was 0 email from them, then after 2 customer support tickets and almost a month of time wasted because of slow responses they just gave me a useless copy paste both time that tells me to read the terms of service which didn't explain my ban reason either, i explained to them there's been a mistake and that i hadn't even been playing the game (attached images of information they asked for and said useless copy paste incase they ask for more information)

  Business response

  03/11/2024

  Hello,

  We have fully addressed the customer's issue through our support system in ticket #******-000081.

  The customer must review and respond to this ticket directly for further assistance.

  We cannot discuss any specific details regarding the customer's account via the ******************** platform.

  Regards,

  KingsIsle Support Manager
  

  Customer response

  03/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've had a problem with the credit cards and can't get back my money for this issue. I've bought a ton of prepaid cards and can't get any of my money back. I need help but I don't know if Kingsisle will help me. If Kingsisle helps, it would be a pleasure. Thank you. There are also some kids who like to be mean I've reported them a couple of times but didn't want to stop bugging me and calling me mean names. It was a problem occurring ever since. I hope thats fixed too.

  Business response

  01/11/2024

  Hello,

  The customer's email address AND billing information are not associated with any accounts in our records.

  If they require assistance, they must email us directly at ********************************** and provide us with the necessary information to locate their account.

  We cannot assist any further via the BBB platform.

  Regards,

  KingsIsle Support Manager
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just wanted to say that I paid some prepaid cards that cost like more than $20.00. One was a bundle and the other was a mystery item. The others were other cards like items of shield protection and other armor or gear. I hope I get my money back because I deleted the items that I didnt want but didnt come back unfortunately. Its sad because it cost so much money which is very expensive. The pictures show $40.00 and the others that are like $10.00. I want my money back desperately but if Kingsisle can work better maybe **** work. Thanks for your support. I hope my game works again

  Business response

  01/11/2024

  Hello,
  
  We are attempting to assist the customer through their support ticket *************, but the customer has not responded.
  
  The customer's email addresses AND billing information is not associated with any accounts in our records and the customer has not provided us with any information necessary to locate their account.
  
  We cannot assist any further until the customer responds directly to their support ticket 240107-000361 in our support system and provides us with the necessary information to locate their account.
  
  We cannot assist any further through the BBB system.
  
  Regards,
  KingsIsle Support Manager

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Discrepancy on moms credit card resulted in reverse charge on a few random charges including $300 to Kingsisle Entertainment Charges for this company were deemed accurate, we immediately dropped the claim and the bank immediately reposted all funds to Kingsisle on September 25 They have received copies of the credit card statements on all of this, two letters from the bank stating the fraud suspicion was dropped and emails from mom and the account holder/me with copies of all docs requested and more Kingsisle continues to hold all accounts (two paid accounts under which there are 3 additional game accounts totaling 5) banned from access while the memberships are being paid and are currently active Theyve had the money since Sept 25, 2023 They do not answer phone calls, they do not respond to emails They are withholding access which at this point appears punitive over an error with a credit card Weve tried The account holder is on the spectrum and relies on these games for comfort and contact with his friends

  Business response

  11/02/2023

  Hello,

  We have already addressed this issue fully through our support system in the customer's ticket #*************.

  Per our message to the customer on 10/18/2023:
  We received payment for the disputed amount and have released the account as
  agreed. 

  Regards,

  KingsIsle Support Manager
  
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have reached out to this company consecutively regarding a suspension of my account. They told me I can get my account reinstated by send a check or money order to their address they attached in the email. *** proceeded to do exactly as asked from them, and also contacted **** regarding the money order which was mailed and delivered, yet they still respond with the same automated message they never received payment and to contact my carrier.

  Business response

  10/26/2023

  Hello,

  The customer's email is not associated with any player accounts in our database. We also have never received any messages from the customer's email address through our support system.

  The customer must contact us directly at our support address, *********************************** and complete account verification for us to assist further.

  We cannot provide any further information regarding the account in question via the BBB platform and the customer must contact us directly for further assistance.

  Regards,

  KingsIsle Support Manager
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June 2023 I had placed a chargeback on a purchase I had not made through Wizard101 which is owned by KingsIsle. I did this after requesting a refund. My younger sibling had been playing on my account and bought things through the game with my card that was linked to the account and had no security measures to bypass. After I had placed this chargeback they banned me from using my Wizard101 account. I reached out to them asking how to get unbanned and they told me to get the chargeback reversed which I did and had that stated on June 6th 2023. I recently tried logging into my account in August 2023 and saw I was banned again and reached out to them and it was for the same reason. I gave them the same documentation that I had provided before, which was approved and got me unbanned back in June 2023. They said that their banking department has not been notified of the chargeback being rescinded. I am having a hard time believing this and asked for proof or documentation of this and they have not provided me with any details. They keep asking me to have my bank email them the claim but my bank says that is not their responsibility and provided me with documentation.

  Business response

  09/13/2023

  Hello,

  We have already addressed this issue with the customer through our support system in ticket 230903-000139.

  In that message we stated:

  'We have confirmed with our banking provider that the chargeback has not been rescinded.'

  This means the disputed purchase funds have not been provided to the merchant, KingsIsle Entertainment.

  If the customer would like their account released for access, they must send payment for the full chargeback amount. We have provided directions to do this in ticket 230903-000139.

  This is the only option and the customer's account will remain banned for the chargeback until payment for the full chargeback amount is received.

  Regards,

  KingsIsle Support Manager
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wizard101 account from the company Kingsisle has terminated my account under the terms of violation exploitation however Ive never done any exploits, they will not tell me what exploit I did, and they refuse to show proof of anything and are no longer responding to me after *** asked for further explanation, this company may be hacked or a bad actor has banned my account as I have done nothing wrong and they wont prove to me otherwise. Ive kindly asked for my money back on my digital currency crowns that *** spent lots of money on but they wont let me, even though I no longer have access to the currency that I paid for out of my own money, this company has essentially scammed me and is leaving me in the dust without a care or explanation which is very very ridiculous and unprofessional. I need my money back or my account back.

  Business response

  08/18/2023

  Hello,

  We have fully addressed the customer's inquiry via our support system in ticket 230701-000122.

  Per that message:

  "A user of this account has been identified as engaging in the use of an exploit in-game, on our site, or on the game client. This is a direct violation of the Terms of Use."

  As a result, the account has been permanently banned.

  Per the Terms of Use that the customer agreed to upon account creation:

  Refunds will not be given to players who have been banned from the game for any reason, including violating the terms and conditions of use.

  The account will not be released for access and we cannot provide any further support for the account.

  Regards,
  KingsIsle Support Manager
  

   

  Customer response

  08/18/2023

  I am rejecting this response because:   All you guys do is copy and paste the same things, reluctant on giving me the actual reason for my account ban. obviously it has to do with the terms of service, but I dont know why I got banned? 

  Business response

  08/21/2023

  Hello,
  We have already fully addressed the customer's inquiry via our support system in ticket 230701-000122.
  Per that message:
  "A user of this account has been identified as engaging in the use of an exploit in-game, on our site, or on the game client. This is a direct violation of the Terms of Use."

  Our Terms of Use further state:

  "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 customer's account is permanently banned for violation of the Terms of Use and we consider this matter closed.
  .
  Regards,
  KingsIsle Support Manager

  Customer response

  08/21/2023

  I am rejecting this response because:   Ok so youre just banning accounts for no reason then? my account that i havent played on since I was a child also got banned can you explain what exploit he did? Oh wait you cant, a lot of other individuals have been banned recently for exploiting that you guys refuse to explain as well, can you please make sure this isnt your guys fault, this is ridiculous, its like getting sent to jail and they wont tell you why, the game is already dying and you guys continue to shrink the player base down even more. Im going to alert some big community members about what you guys are doing, well the only big community member (awesomethesauce) since the game has nobody playing anymore lol.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company listed has a game called **********. The game uses spell cards to wage battles against enemies. A certain set of spells are freely earned through normal play but some spells are won or purchased. We bought nearly $200 worth of crowns (in-game currency to purchase items from the crowns shop). These crowns were used to purchase an item called the ************************* which may award spellement reagents which can be used to craft the spell cards. At the time of the purchases, the spell cards won were totally usable in every respect. A recent game update altered the spell cards requirements rendering these cards unusable by certain level characters. Had these cards had the requirements at the time of purchases, we would not have spent the crowns. THis is not remorse, the company changed the items after the fact.

  Business response

  03/16/2023

  Business Response /* (1000, 5, 2022/12/15) */ Hello, We're sorry you are disappointed with a recent content update. However, content liability is fully disclosed in our Terms of Use along with our refund policies. Here are the relevant portions. "NEITHER THE COMPANY, ITS LICENSORS, ITS CONTRACTORS NOR ANYONE ASSOCIATED WITH THE COMPANY WARRANTS OR REPRESENTS THAT THE SITE, THE SITE CONTENT OR THE PRODUCTS AND SERVICES PROVIDED ON OR THROUGH THIS SITE...WILL OTHERWISE MEET YOUR NEEDS OR EXPECTATIONS. THE COMPANY AND ITS LICENSORS AND CONTRACTORS DISCLAIM ALL WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT." "All purchases for in-game items are non-refundable. " Please carefully review the Terms of Use that all users acknowledge and agree to upon sign up/creating an account. https://www.wizard101.com/patchClient/termsofuse Regards, ********* Support Manager

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  So I thought I had canceled my membership on my account but I did not click the last button to cancel it because I had already clicked like 3 times I was sure I wanted to cancel and did not see the last one. So, when I got charged I thought it was fraudulent activity and I contacted my bank to dispute the charge. They banned my account and I contacted KingsIsle and they told me I had to send a money order with my username on it for $79.99 (that's including the $5 charge back fee). I went the next day and sent a money order and USPS told me it was going to be delivered on Dec 8th well it got there on Dec 9th and I emailed them saying I sent the money it got delivered when was I going to get my account back. They emailed me back today Dec 12th saying they never got the money to contact the USPS office but I had proof that it was delivered. So at this point I want my account back and/or I want my money back and I'll just make a new account. How are u going to tell me I did not send or you did not receive my money when I have proof that it was literally delivered. The tracking number is: XXXXXXXXXXXXXXXXXXXXXX My username is: ***********

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/14) */ Hello, We have already addressed this issue through our support system in ticket XXXXXX-XXXXXX. We did receive the customer's payment as of 12/13/2022, have already released the customer's account for access as agreed, and have notified the customer on 12/13/2022 in the support ticket listed above. Regards, KingsIsle Support Manager Consumer Response /* (2000, 7, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did receive my payment and it is exactly as how I left it!

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company banned my account for their game a year ago due to a "chargeback" situation. To reinstate my account, I needed to pay $208.78 by check or money order. I sent the exact amount to them through a cashier check and they acknowledged it but they found new different accounts that were "related by billing" that also charged back and increased the price to $697.58 total so I needed to send $500 more. After this, I requested a refund for my $200 but they refused. After requesting information on how these new accounts were related to me they said they need a subpoena. So this company refuses to tell me how these new accounts and my accounts are "related by billing" and they also refuse to refund my $200. I've have sent my card information to clarify if these accounts are related to me and they have refused to look into this. I simply want my account unbanned or my money back. For more context: ************************************************************************************

  Business response

  03/08/2023

  Business Response /* (1000, 5, 2022/12/06) */ Hello, We have full addressed this issue with the customer already via our support system, in support ********************. The chargeback payment we received will not be returned or refunded. Also, the customer's related accounts will not be released for access until an additional payment for the total remaining chargeback amount is received and successfully deposited. Per the Terms of Use: Refunds will not be given to players who have been banned from the game for any reason, including violating the terms and conditions of use. To release all of the customer's related accounts, we require the total chargeback amount to be paid in full. We cannot assist the customer any further until the full payment is received and successfully deposited. Regards, KingsIsle Support Manager Consumer Response /* (3000, 7, 2022/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) "The customer related accounts" how are those accounts related to me? we clearly do not use the same card or the same bank. You guys just scammed for me $200 without any justification Business Response /* (4000, 9, 2022/12/08) */ Hello, We have full addressed this issue with the customer already via our support system, in support ticket *************. We will not discuss any specific account details via the BBB platform. We cannot assist the customer any further until the full payment is received and successfully deposited. Regards, KingsIsle Support Manager

*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. ↩