Scopely
Reviews and Complaints

1/1/24 I completed the daily wins and prior to collecting guaranteed purple sticker pack I had only 2 gold cards left to complete album. I still require the same 2 gold cards. I contacted customer support and their response was it was a visual problem. How can it be a visual issue when I still require those same cards, I definitely did not receive that guaranteed sticker pack! I am so disappointed this has happened, I have spent so much money on this game to try complete album.

MonopolyGO User ID [protected]

On Nov 30 2023 I purchased a 99 cent (RED) shield. My purchase went through as a $99 (dollar) charge! It shows up as “Offer 15”, when it should have been “Offer 099”.

I made ONE purchase on Nov 30. The Apple purchase order number is MSXSLLKG63. As I write this complaint, I also have a “Pending Purchase” of .99 (cents) for Offer 099. Now I have 2 charges on Nov 30.

I want a refund of $99 for Offer 15 that went through on Nov 30! This is an incorrect charge. I DID NOT purchase Offer 15 on Nov 30.

I've been trying to log onto my RTS Walking Dead account since late last night (10/4/2023), and due to their obviously faulty update(s) (which happened also this past August), I have been unable to log on even at this late hour (10/5/2023)! I have tried contacting the company thru their online "portal" but have either been obviously ignored or there is no one reading the tickets (my ticket claim #[protected])

I've had weekly issues with my superstar getting injured because the game freezes since at least August 28. Every time I complain, I'm supposed to receive health packs, but I haven't received any. Sadly, I haven't even reported all the times it happened. Also, I didn't take pictures of the messages, because I didn't think I'd have to make a complaint about not receiving what I was told I'd receive.

On 9/12/23 this company offers a link for dice on their FB page, which they do daily. After spending 400$ this weekend in dice and other items this game company offers their daily link for dive an crashes my game with error code upon opening. The uninstalled and reinstalled the game linked my FB and again the error code. When I went to their website they make it impossible to contact customer service. I would like a refund on all the money I spent since they practically stole my money by selling me goods then taking them away after they have my money and I have nothing to show for it not even progress in the game itself.

So this is the 5 day since the original request of resolution. I have clear the cache rebooted the game. Hence loss all the correspondence. But in jitz since the crazy bug I have loss 900 dices and money and tournaments. Since I won my second album prestigious. I only received the token and money and no dice. The new album 3 did not reload and showing album completed which they not and I'm not getting rewards in completion I have completed 1 to 16 in the new album 3 with no rewards. You guy said that u sent complentry gifts which I have not recieved as well. I provided screen shots of all. I am not able to play for 2 daya due to no dice or.money missing out of stickers and tournaments. This is crazy. And no Response for an ongoing 5 days. This is terrible customer service and need to know what happen and how to get all that I loss.

June 27 2023, Scrabble Go App: I sent a request asking why it was consuming nearly 50 percent of internal storage and rising unlike other apps on my device. Sarah advised to uninstall and reinstall the app but make note of User ID if by doing this causes lose account access thereby requiring account recovery since this app does not have login password rather Guest and sign in with Facebook.

I lost access and followed app's written recovery process instructions provided in screenshots from top to bottom. Nowhere in this article does it say a purchase receipt is required. Rather, "The more accurate and complete the details you send us, the faster we can recover your account" And "please give us the following details so we can start validating your account"

As was the case two months ago for the same process, every agent response had rules not written in this article. I have been criticized for sending a purchase receipt that was not the "most recent" even though the article says "any" purchase receipt, leaving off a period for username (i.e. I wrote Lion 6 they were critical because I didn't write Lion 6. when again the article says details ranging from username, email address, device model, last activity date, frequent or favorite opponents, and any purchase receipt were all part of the validation process. I was even scolded for their ticket backlog at the same time I was delayed because of difficulty finding my account, which read contradictory considering all the details I was sending and getting ignored, blocked with unique conditions, or replies just telling me they were backlogged but wanted to email me to know if I still was in need of help. I got 3 emails over 6 days with lines just like that while I was losing paid time. After 2 weeks of this, I was granted a 90 day ad free extension for free for my troubles...only for this merry-go-round to begin again in June.

I was told they found numerous purchase receipts and needed a copy of the "most recent" even though the article says first "any receipt" and "the more accurate and complete the details the faster the recovery", nothing saying it will prevent recovery if one item is absent and their answer suggests they found the account yet refused to complete the process for rules not posted in writing.

I even gave unique details such as my avatar was a stuffed animal, my most recent purchase receipt was from its support staff (screenshot below) granting 90 day ad free experience for the hassle I went through 2 months ago with the same recovery process issue. Something only the account holder would have especially an account that has been inactive that same period of time since I have been waiting for this process to be completed again. Not to mention, anybody can hack or falsify a purchase receipt so why all of a sudden like Sven again wrote details not written in the help articles that this purchase receipt acts as an "equivalent to a "password" in a more conventional log-in process. We wouldn't want anyone to get a hold of our accounts just because they know our userID, don't we?"

This is the type of response I found condescending and Sven sent many like this dismissing the facts that 1) this is not outlined in the articles their company wrote but equally bad is 2) that is the reason there are multiple pieces of information listed in that article to address the "validation" process. Yet observe the word for word quotes of Sven saying about people getting a hold of our accounts because they know our UserID?

I sent UserID, username, email address, device model, last activity date, reason for recovery (which is key since they can see Sarah's comment about my internal storage problem as well as when that account stopped showing activity to verify that is me as I played this game every day since the last account recovery problem months ago). Further disturbing is I sent this information based upon a fixed table this app requires people to fill out when going thru the recovery process. 2 months ago did not exist, one had to write each line item manually.

Notice the favorite players was not mentioned above in what I sent, because the table did not allow a field to enter that despite it being a support article topic.

And the purchase receipt has an option to skjp with the AI reading "If you have a receipt of an in-app purchase (if applicable) please provide it now." I selected skip, further demonstrating this is not the required verification process these multiple agents keep forcing on me while refusing my managerial requests.

One agent (Wind) even sent a link to this same Support article I attached here as proof to justify their answer. When I responded the article mentions nothing about purchase receipt requirement and wanted my case escalated to a manager, Sven (twice), Mark, Wind, and Crow all refused to acknowledge the comment with Wind saying no manager were available as a reason despite these communications come at random times of the day thereby poses the question why not keep the ticket until getting a manager response instead of pushing these random narratives once a day for nearly a week?

I was put in this situation because an app problem was not escalated to solve a other than uninstall reinstall and given specific instructions to make note of the UserID. No purchase receipt verification. Every customer support response came with some different variation other than what is written or what past agents demanded. While making comments like I was dumb and their stating missed seeing points I made about the Settings area being greyed out to reach for a purchase ID on my phone even though I sent a screenshot and text.

Yet when I sent receipts from PayPal this team chose not to accept it saying it must come from Apple. The funds came from PayPal to pay the $7.99 plus tax for the 90 day ad free experience 4 times in my PayPal account. Yet how many times did Support urge me to contact iTunes in getting receipts despite my repeatedly stating I don't have an iTunes account? Further demonstrating agents are not reading my notes and making assumptions that iOS users making purchases in traditional iOS stores rather than accept my legitimate answers and receipts from legitimate companies that had date and time stamps to prove legitimacy.

I simply want access to the game and to be treated with respect by following rules not of my writing but theirs. This is a game. I have had easier time getting medical records with far less required information and there are HIPAA laws to back this up. Yet the way this company is handling this recovery process a 2nd time in less than 3 months is beyond disturbing and makes the whole point Sven wrote "it may seem like we are just making up extra steps just to delay the process but you will have to understand that it simply does not make sense to drive away paying customers just for the sake of it"

Observe the word choice and tone of this word for word response. Observe that the text from the article and their comment do not match. Doesn't that equate to making up extra steps? These accounts are for 90 days and if I don't pay by day 91, I go back to a forced ad experience that kept crashing the app and messing with my phone. I did not pay for this game to get on my phone. The only thing Sven states as true is it does not make sense to drive away customers for the sake of it. So explain why Sven's steps as with the case of others don't match the written steps and when I state that I get these types of answers? And why everyone refuses to acknowledge this when I keep pointing to this article as evidence? Never mind the numerous points from standard business experiences that this experience from Scopely is beyond belief. Yet I have been forced to live with this again with that ad-free timer running out on account of these repeated delays not of my doing.