Xsolla (USA)
reviews and complaints

Xsolla gained access into my Amazon account and listed itself as a recurring merchant and started charging my Amazon account recurring charges until I could finally go in and cancel the merchant agreement and have Amazon customer service revoke the charges. This company is evil.

They refuse to follow their own terms of service. They refuse to refund transactions occurring within 180 days and for a pre-order that will not be delivered. They constantly discuss that a "refund manager" will contact, but that does not occur. DO NOT DO BUSINESS WITH THIS COMPANY

Xsolla does not give refunds. I made a purchase on a false advertisement. When seeking a refund for not receiving what was advertised, Xsolla continually said it does not qualify even when acknowledgment was made of the error by the other company. Xsolla simply replies with repeated copy and pasted pre-written statements. They don't actually read and respond properly. There is no way to escalate complaints, speak with supervisors or ombudsman.

This company has stolen millions of dollars to the Chronicles of Elyria community, CoE is a crowdfunding project that didn't deliver, as such, according to XSOLLA's policies, we are entitled to a refund. They haven't honoured their refund policy and have also ignored everyone for the past three months. At this point, if no one is going to get anything back, at least I'd like to make sure that you all can avoid these scammers. DON'T use them if you don't want your money to be stolen!

I've been trying to get a refund from xsolla for a game that hasn't been delivered for quite some time now. As have many other members of my community. We're all regularly being ignored, hung-up on, told to "be patient" over and over again. It has been 89 days since I was told that I would hear more information within ten business days. I have still yet to hear back from them. They're own policy says that refunds are eligible if product hasn't been delivered. Well still no product, where's my refund?

Fraudulently claimed that a product has been provided (on a PayPal dispute) despite the product in question not being released at this time. This is a shady company that should be avoided as both a client and a customer. As a client you risk your public image by allowing this company to act on your behalf. As a customer you risk not receiving any product where your payment goes through this processor. In my case it cost me full-price for a yet-to-be released game that they purported (to PayPal) that I had already received somehow.

I disputed a charge from this company due to a cancelled subscription that I was still charged for. This resulted in a charge back and I had my money returned from my financial institution. I attempted to complete a purchase from a developer that uses their services. I was told by a "Customer Service Rep" that I was unable to use their service as they believed my payment methods "compromised" I told them I would happily use another payment method to which they refused to allow me to use their service unless I sent them a screenshot of my bank account, which invades my privacy.

Had unauthorized charges appear in my bank statement and when I contacted their customer support and they finally responded, they said they would "review the possibility of a refund" but made no guarantees, and in order for a refund to be even considered, they would first ban my account regardless of the outcome. I wrote back that that would be fine as I don't want to continue playing a game with a company that robs its customers but that I'd also like a refund, and it's been 9 days and they still haven't gotten back to me. Shady AF. Insanely poor customer service and OH YEAH read the multiple reviews...they take money out of your account without your authorization.

in early may i purchased a game, roblox, for my grandson using my credit card and the rep. told me it was a total of $21.19. the charge was made and soon after there were five additional charges to my card for $5.29 each. not being able to contact them on the phone which i believe they do so you can not talk to a live person i had to deal with a bozo using there chat. long story short they would POSSIBLY give me a refund after filing a fraud report but my grandsons games would be taken and no future purchases could be made for him. this company is truly a fraud and rip off! i am 65 yrs. old and have never placed a review, enough said. BEWARE, stay away!

I did not have any idea who are what this company sold. I received an email stating a false charge for $49.99 that was shown as a "billing reminder?" It showed with Paypal heading. Upon calling the company, I was told that maybe my account was compromised and I would need to call back to a different department. Why should I need to create a new job for you stealing? I don't do any type of gaming. I still do not know who they are. Gaming right? Nobody I associate with is a so called "gamer." In these times, especially, I do not have the time or energy for random companies stealing my money. Who are they again? I still do not know. At some point, somebody is gonna make sure to create a zero or negative star. Why am I giving a star to a company that I did not employ?

I found some charges on my card. Have no idea what xsolla is. I'm 41 so I don't play video games or program them. I can't call anyone. There response was that I knew about the charges and they're not refunding me. I asked for the email address or up address for the account that was setup and they won't respond. I had to cancel my card so they don't charge me again. They now will not even respond. They ripped me off since December and they won't even help. Some fat kid in his moms basement is probably very happy right now since I bought his video games for two years. Don't sign up for anything of THERES and if your card gets charged for fraud trust me they got there money and could care less about you. Maria is the customer service agent that didn't help me. Horrible company

If a product you want uses these folks as their payment service you absolutely need to run the other way. I attempted to purchase a game that uses this company and wasn't provided any download links or confirmation emails. Reached out for help and they claimed they never charged my card...then said they did but it was automatically refunded because of a security issue. Saw the money come out of my account but then they continued to claim they never charged the card and refused to refund the purchase. I saved all my chats with the agents too and when I sent them the information they flat out said "We didn't say that". I rarely leave reviews and when minor annoyances like this happen I take it on the nose and move on. However the sheer disregard for their customers is what really got to me. This is downright theft. I will never use this company again, complete garbage.

This company has taken the side of scammers in a recent multi-million dollar debacle. In recent years, a game called Chronicles of Elyria gained a lot of traction. Displayed to be an online MMO with an expected release date being in 2019, the games development went on for years. In March , after months of raising money, the lead developer and founder of the studio making the game declared they were shutting their doors after the failure of an alpha release. They took the money and ran, and gave nothing in return. They claimed their doors were closed, and then changed their mind on that the moment rumors of legal action being taken. To prevent loss of more than eight million dollars, they claimed to still be developing the game after openly admitting to ending development. This was just to save face publicly. Xsolla has done everything they can to defend the company, including roadblocking those who desire refunds on this preorder (Which goes against their own refund policy) This company is shady, and doesn't deserve your business.

Xsolla is a third-party company that collects subscription money for other software companies. My experience was with Voicemod and trying to cancel a periodic subscription. According to VOICEMOD the way to cancel a subscription was through their voice changing application. Follow the instructions takes you to Xsolla's web page that states they can not stop subscriptions for VOICEMOD. Voicemod customer service article says they can't end the collection of the subscription cost, only Xsolla can. Both companies point at each other while the next subscription auto-renews. I finally got through via a chat widget to Xsolla and I was told the subscription was canceled, however there is not supporting documentation about this from the, no cancellation email, no notification whatsoever except for the chat log with the service rep. This company along with VOICEMOD make it as difficult as possible to cancel a subscription my guess is in hopes that you just don't cancel. Reminds me of Terminx or ADT. Beware buying for either company, as cancelation of subscriptions is quite an ordeal.

i have been buying things for games through Xsolla for years but recently i have tried to get a refund for a game that wasn't delivered. and have only been getting told to wait for a reply from their refund managers. that was 3 months ago and anytime i ask them about it they divert and say wait for a response from a refund manager and that they will get an answer to me in a timely manner but 3 months for a refund and horrible communication from xsolla has me to believe they are trying to hope i forget about the refund and leave them alone. i have been trying to get information on my ticket almost weekly, where sometimes the customer service is so horrible i get disconnected from the chat just cause they dont want to answer my questions or im left waiting for responses until the chat times out. I have also be asked in chat what my problem is went to explain what i needed to be told wait for them to look into it only for them to come back after 10minutes or so and to proceed to ask me what my problem was again. Anytime you ask to speak to a manager you are given the excuse that there is no way for us to speak to one.

My kids play Roblox and every now and then I buy them $8 Robux (ingame money for them to spend). Twice now Xsolla has taken the money but not provided the Robux nor a receipt, and when you try to talk to customer support they say you need your receipt or they can't give you a refund... So no refund. That's not the worst part though. FOUR TIMES now they have taken money out of my account when I have in no way authorized a payment (MY CARD HAS BEEN IN MY POCKET EVERY TIME IT'S HAPPENED) and when I try to tell them THEY have illegally removed the money, they insist one of my kids must have had my card and they need to delete my child's account (which they've been using for years and all their friends and their houses and pets etc are on those accounts) before they can take action. WTF? Even though 1) I was in possession of my own card when it happened so I KNOW no one was using it and 2) the moment the charges came out each time I rushed to my kids accounts and, surprise surprise, no mysterious Robux have appeared. It's getting to the point where I'm going to have to open a new frikken visa account and disable my old one, just as a way to know my money is safe from them.. but many of my auto payments come out of that account so disabling it is a HUGE inconvenience. How is this legal? How is it okay? How do you stop them from doing this?

The new release of Flyff Universe does their purchases through Xsolla. Recently, I made multiple purchases between two of my accounts on the dates: May 23rd, May 26th, May 29th, June 2nd which were all received in game without issue. On June 12th, I went to make another purchase and received error code *** and was told to contact support, which I did. Reading through the reviews while waiting, many of the responses across a variety of game platforms all stated that they were making purchases like normal then were blocked and told by support that a fraudulent report was submitted and they would be indefinitely banned. After about the 10 hour wait time for the ticket, I received a word for word response that I had already read in the review-- stating that the owner of the purchases (Me) had submitted a fraudulent report that was flagged, which was not true. When I asked exactly what was submitted, they stated they could not say, basically a dead end service. Why contact support if all you will say is someone investigated and found something, but can't tell ANY detail of the issue or how to get it resolved. Since the ticket, I had been asking in discord chats and in game to see how many other people had the same issue and everyone's response has been nearly the same-- banned and could not get any information on the cause. Flyff Universe is a new project that will just be launching globally coming June 14th, but support to the game is being limited to due Xsolla's terrible flagging systems/support team. While multiple suggestions have been made to *** (owners of Flyff) to change service, until that is done, the company should be responsible for the services provided.

is giving me the run around and I was told I'd receive a refund from the actual place I made my purchases from. It's around *** processes payments for *** I started playing on an app called *** It's an app that provides games for a cash entry and you can win prizes. I was never told or stopped from entering these games. I've won some competitions and had some pending withdrawals after a month with no response I started digging for information. I found on *** page a post with answers to questions dated *** XX XXXX stating Illinois is not restricted from cash games. So I emailed *** and a representative confirmed this and told me I'd be issued a refund for my deposits. That was *** since they aren't the ones who processed my payment *** is I reached out to them. I explained to them what was going on and gave them the transaction Id numbers and they asked if I recognized the charges I told them yes and my issue but i guess whoever I was messaging didn't understand and opened a fraud case. I recieved an email from their fraud department saying they found no evidence of fraud and I would not be issued a refund! It's illegal in my state I shouldn't of been allowed to enter cash competitions bc when I win I'm not allowed to withdrawal so me spending money on a game that offers a free version with chips for restricted states is not explainable. Bottom line is *** told me I'd be issued a refund and *** is not honoring that. *** is not related or part of the *** app. *** is just the payment processor the app uses. So if the place I bought it from says I'd be issued a refund they should honor that

Through a mistake by PayPal, a 1 time payment of $108.24 was set up as an Automatic Payment and charged me. I canceled the auto renew, and informed PayPal of their error on April 10, 2022. I immediately could not make purchases from the Star Trek Fleet Command game that I enjoyed. At first, I thought it was a problem with Google Play. After doing some internet searches of similar problems, I had to do a trace through 3 websites to get to Xsolla's "***." I was THEN informed that because I had made the claim of an unauthorized payment Xsolla blocked my account. I was NEVER given ANY information prior to this point. I went about trying to get it unblocked. They said it would only be unblocked if I gave them enough information to prove that I owned the MY OWN EMAIL ACCOUNT. Then, they mentioned the transaction information was needed which I didn't have at 10PM, though they did have the information as proven from the beginning of the chat. Also, I wasn't given specifics on how to prove my own email. This was only told to me after I had explained the situation with PayPal, and started pressing for an appeal, which the "***" didn't seem to know its definition. After running in circles with "***," I was finally given a generic supervisor email. I have emailed the supervisor twice. The second email was sent after waiting for 2 business days for a response from the first email, as stated in the initial generic acknowledgement of receipt of the first email. To date, I have NOT gotten a response. This problem all over a transaction that I questioned. HOW DARE ! In the end, I want an apology for this circus I've had to waid through to finally get to the Complaintsboard.com. I also want my money back in addition to unblocking MY account.

So, I play this game called Roblox and spent and invested a lot of money and time into the game. Whenever I make a purchase on the game, I use my mom/Dad's credit card. (With permission). One day I log in to see my account deleted for disputed/unauthorized purchases. I appealed to re-open my account immediately because I have only used my mom/dad's credit card for purchases. They told me to have the adult card holder to voicemail them and give the -Dates and amount of purchase -Last four digits of the credit card -Billing email address. I asked my parents if they reported any purchases and they said they haven't. My dad voice mailed them and told them his card information including the Billing address. I received another email from Roblox saying that only the Billing Address was correct, and the other information doesn't match the info in our system. So, I contacted Xsolla support and asked them about the disputed charges. I gave them all of my parent's card information and they said that they don't find any disputes on the cards. So, I asked them what the last 4 digits of the card were so I can find out which of my parents own the card. They responded with, "The card that was compromised is *** and the chargeback took place in the end of 2021." I asked my parents about it and apparently none of them own a card that have the same last digits. Since I needed the specific date and amount of the disputed charge(s) and the last 4 digits for Roblox to re-open my account, I asked Xsolla for it. I asked them for the specific information about it so I can send it to Roblox and they just responded with, "I cannot give you more information, unfortunately." My Roblox account was wrongfully terminated for something that is out of my control.

I received a random charge of $4.99 from this company. It is a scam and a hoax! I have tried to call them to ask them what is the purchase for and they will not say. The only response I have gotten from the customer service number is "I'm sorry i cant tell u that, I'm sorry you cant speak to my supervisor." and then when i called back and another rep said the same thing, I asked them.. what is your job on the phone exactly? Is your job to answer calls and tell people you cant help them? His response was "its none of your business". When I asked both reps for their names and rep numbers because I was reporting them, they both hung up on me. Does not sound legit at all! You would think if i made a purchase someone would be able to tell me what the purchase was and where it was purchased from. They keep saying to dispute a charge I must do it online, issue is when I'm doing it online its asking for a receipt and a transaction number, which of course I dont have because I did not make a purchase! They are stealing money out of accounts in hopes that fighting for $4.99 becomes too much work and you just give up and let them keep the money. They should be shut down immediately. I want my money back, I did not authorize any purchase to them. I got an email saying it was a purchase from twitch.. but I purchased nothing from twitch, they are not even on twitch! Please help me to get my money back.. and stop them from doing this to other people. If they take $4.99 unauthorized payments from a thousand people, thats $*** of free money from them that they stole. Im currently doing all the online emails for a refund, but it is alot of work to undue something I never did in the first place. Please please please, make sure they arent allowed to be this way and do these things to people.

False advertisement for preorders. Flash lost support, and led to product development being incompatible with unit and loss of access to purchases. I have lost access to the game through its development, With no mediation currently available, and of no fault of my own. The system requirements have changed and i can no longer get to my account. The game began running on Flash, flash is no longer supported, and poses as a security risk. I would like to reiterate, the developer never delivered on 5 thousand dollars worth of benefits as advertised. I never received the benefit of naming an in game resource, I never received any avatars or avatar names, never received a custom alliance avatar or asked. None of these items were delivered on the date promised. I also never received my in game statue. In game currency was given under the idea of the benefits being delivered and on time, which they were not. I also lost access to the game, to which there is no immediate remedy for, through no fault of my own. That fact alone merits a refund through your refund policy. -I never received all my purchased benefits Avatars, custom alliance avatars, forum titles, and in game statues, nor were they delivered on time, which makes the whole package a scam, no matter if certain parts were received before others. -Through development, the system requirements changed and I can no longer access the platform, through no fault of my own. They ran away with everything i had, and I contacted game support and they said there is no immediate solution available. I talked to them and they can not help me. They admitted to system requirements change, and through those changes I lost access to the game. They have no immediate solution to help me get back in to the game, because it does not exist at the moment. I would like a refund based on your policy, of lost access.

I purchased a video game called Escape from Tarkov on 11/2 for $72.69. To my surprise, after playing the game for no longer than two minutes I was permanently banned for, "cheating" according to the email that was sent immediately after the ban. I tried contacting the company, Battle State Games and ***, the company that processes the payments, I think. *** told me that, "purchases where the game access is granted immediately, can not be refunded." Although the game access was granted immediately, it was only for a very short time (no more than two minutes)... And as for the reason of the ban, we will never know because Battle State Games does not directly tell you the reason. It is only an automated email, saying it was either because I have cheated on this computer or because I cheated on another computer. Neither of which I did. With their anti-cheat, they can also get a lot of false positives for cheating because people might have cheat engines that are completely legal and for older/other games that have nothing to do with Battle State games and Escape from Tarkov. Again, neither of these I have done, and I'm almost certain they have access to my game files so they can even see this themselves. I have no plans on getting unbanned and playing this game again, I just want my refund. I'm pretty sure this is against some kind of consumer rights laws, and just because they are a Russian based company does not mean they can steal my money along with many others. Once again, it should not matter that I was immediately granted access to the game upon purchase, because that access was immediately taken away two minutes later when I was falsely and unfairly banned for, "cheating" when I did no such thing and they have clear access to see that as well.\ *** telling me to go contact Battle State Games for a refund is a joke, as they are a Russian based company and do no such thing. They are notorious for ripping people off and getting away with it.

I reported an obvious fraud had to cancel cc and they accused me of lieing saying I was aware of fraud refused to refund me and accused of being liar I had 5 payment for *** come out of account. I received text notification about transaction and immediately tracked down company to report and explained to them that there where unauzothized transaction happening on account . They asked me if I played a certain game and I replied i dont play games And explained that they where unauthorized. They asked me if anyone in my household did. I said no. The first lady said she would send my Info to fraud department and I got a response to more or less calling me m liar and said they wouldn't be issuing a refund. Copy and pasted from email. Qoute we *** check, meaning for every transaction a user had to enter a verified by visa security code or a one time code from SMS. This means that the bank that issued the card - subjected every payment for additional checking and the cardholder successfully passed *** Having all this information we do not have grounds to believe the payments were made without cardholder's knowledge. In this case we can not offer a refund.) So because the person comiting g fraud had my *** security code and because my bank texted me. Yes I got a text notifying me of transaction but it wasn't warning asking me permission. It was just a receipt it happen after every tranaction I get a notification. As soon as I got notification I used that info to then contact xsolla to tell them of fraud.. its clearly fraud. I had to replace my *** which is a huge inconvenience. I wouldn't go through all this trouble to defraud *** out of *** worth of gaming . They sell stuff to gamer. Somebody used my card to play a game online. They even told me the name of game and asked if I played. I never heard of game in my life. I work for a.living don't have time to sit around and play games. It seem like *** is knowing that os is fraud and is making up excuses not to pay me pay. This seem like fraud to me..

I ordered online products that I never received and was billed for. I ordered and was billed for these items and never received what I paid for.

Service takes too long to address fraud claims. I suspect this is not being handled properly. My PNC account (#XXXXXXXXXX) received three separate fraudulent debit transactions from Xsolla on *** one charge of *** followed by two charges of *** I contacted Zelle through their *** fraud *** service on *** and was informed the matter would be addressed by email in *** business *** There is no phone line to contact this business about fraudulent charges. I find this ridiculious considering they are an online payment service. There is a line to call for any issues unrelated to transactions and disputes. I contacted this line and requested to speak to a supervisor and was instead redirected to their email service for fraudulent charges. I was again notified I would receive contact in *** This initial contact in *** is only the start of my claims process and does not reflect when I should be expecting my refund should one be granted. This is unacceptable. The false charges triggered an automatic shut down of my debit card. Unfortunately, I just relocated out of the continental US and it will take several weeks to request a new bebit card. I am not just out *** I do not have access to any of my money to buy food, pay bills, etc., until the issue is resolved. Of course I can still write checks but not every business accepts this payment method. I have already filed a claim with my bank which will take an additional *** days to process. I know Xsolla probably aren't breaking any laws, but this is an extremely ineffective fraud response policy, especially for a company that deals exclusively in 3rd party online banking for one of the largest gaming platforms in the country. Their service is by nature prone to fraud. It seems that the company is purposefully trying to undermine customers' claims of fraudulent charges by placing undue difficulties on customers with fraud complaints. There is no option for immediate or timely resolution. Additionally, the method of contact does not facilitate an easy or quick exchange with the company.

I have recently been charged twice for the amount of *** On *** I noticed my card charged twice from the company for the amount of *** a total of *** As any other consumer has I reached out to their customer service on *** to request further information and refund for these two amounts. I have two kids and they use the Roblox accounts. Here recently my family has experience multiple deaths due to this whole Covid deal. Within one month we have lost 5 members of our family! As you can imagine is extremely frustrating for me as an adult and I do my best to ease the frustration from my two kids so I allow them to distract themselves every now and then while in the background the grown ups deal with all these losses. I have NEVER NEVER reached out to this company to request this to be refunded but since here recently a lot of the money has gone to funeral cost and such I noticed the two charges. Today *** With customer service emails me in reference to these request. After about *** which I feel there should never me such a problem or hard hurdle to overcome to request a refund for something charged just 2 *** ago. Well mind you I am on my way to another city to attend ANOTHER FUNERAL , *** is using protocol and not any comparison and is telling me that she will block and band my account if I want a refund. Why would you want to block and band an account if nowhere in my email or my request did I say I don't know who's this account belongs to or who is charging my card. I clearly state to *** that I have two kids and they both have accounts with Roblox. Still she wants to reframe from listening and ask me if it's fraud I am saying these accounts are doing. She gave me two options at this point. She said you either agree these two accounts are fraud and we refund your money OR you keep the charge even if you where not aware of it. I'm at loss of words. Not only Am I going to attend a funeral for another member of the family but I have a customer server rep that is refusing to return my money and arguing back and forth with no Resolutions. What kind of business doesn't refund your money two days they charged me? Now if it where more than a month pass *** I can see this happending. This is under *** and you are refusing to refund what you charged?!? I need some kind of answer from someone higher than *** for more clarification and my money back.

Company makes an undisclosed transaction on your credit/debit card of under $2.00 in order to verify a purchasers account. Xsolla, debited my credit card an undisclosed amount in order to verify the veracity of the credit card I used to make an online purchase from their affiliate. They did this without my consent or authorization. They claim the debited amount will be returned to my account. I would have NEVER agreed to this transaction had the company disclosed they were in fact intending to process 2 separate credit transactions for the purchase of a single product. Xsolla Company Policy: this is not a check box disclosure item that the consumer must confirm as having been read. This policy info is found in the END USER LICENSE AGREEMENT Last Updated: October 26, under Refund Policy. (ii) You claim and warrant that your use of a debit/credit card or other payment method is authorized and that all information that you submit to Xsolla or its third-party payment processor is true and accurate; you agree to pay all fees you incur. Xsolla is not liable for damages of any kind arising from your submission of any information that is deemed to be untrue or is inaccurate. By all descriptions what I was charged was not a fee but a deposit. The fact that this mini transaction of under $2.00 was processed without my knowledge or agreement is by itself highly suspect. The company does not inform the consumer in advance that they will be charging this deposit. They announce it after one has submitted their credit card information and the consumer has authorized the purchase amount ascribed to the product purchased, including tax. Although the charging of such a small amount may appear to be insignificant, this type of transaction is often incorporated by fraudsters who bilk unsuspecting consumers by debiting unauthorized small innocuous amounts to their accounts with the hope the consumer will overlook the debit. This is a passive form of grift, where the consumer is deliberately not informed that a separate transaction has taken place until after the consumer has authorized the purchase transaction at which point the consumer is notified a refund will arrive within 3 hours. Then they adjust that time cleverly in In conclusion, at the very least Xsolla is misrepresenting the transaction process by not disclosing that they are augmenting the consumers transaction to include 2 separate credit transactions, where one transaction is processed in advance of the actually agreed to authorization, at an undisclosed amount. They claim they are doing this to combat fraud. The irony is that it could be argued they are committing fraud. An honest company would disclose but were not dealing with an honest company.

I purchased products from a in-development *** The CEO of the *** states they ran out of money. Product was not received. Xsolla has not refunded. Over the course of 4 *** I purchased digital products from a *** called *** of *** The MMO was in development and therefore did not actually deliver anything. We received digital vouchers that allows us to receive the digital products after the game is released. The CEO has declared that the game has ran out of money in the middle of *** The was no sign from the CEO that they were running out of money. They had even stated that they were doing fine on money. A few days before stating that they ran out of money, they did push out a mini-game. The game involves moving a person from one end of a dungeon into the other end. This was the only thing they delivered after 4 *** of production and around 8 million *** funded by the community members. Its akin to being paid to build a mansion, but only delivering a wooden hut, and then stating that the paid for product has been delivered. Also, the fact that they released this product just days before declaring that they were out of money implies to me that they wanted a legal way to refuse refunds. Again, I want to emphasize that they had in no way hinted that they were out of money and had in fact stated they were not lacking money in the months leading up to their declaration about running out of money. My complaint is that *** as the company that was the middleman for my payment to Chronicles of *** is liable to refund me due to the failure on ***'s part to provide the products that was paid for. The *** of *** has no interest in providing a voluntary refund. Therefore, the only entity currently capable of enforcing a refund is *** It is similar to buying a product from a online store, failing to receive the product, and requesting the payment processor to enforce a refund from the vendor who refuses a refund. I have requested for a refund from over 2 *** They have stated that they are working on a resolution about a month ago. However, I currently have absolutely no information as to their progress. Other customers who requested for information has stated to me that *** has either refused to provide more information, stating that they needed more time, simply ended the conversation while in the middle of the conversation, or just blocked the customer from further connecting to customer representatives. The summary of my complaint is this: *** was the payment processor company that processed my payments to *** The *** of *** stated that they are unable to deliver the product that I have paid for and yet also refuses to voluntary refund me. *** as the company that processed the payment, is currently the only entity that can enforce a refund for a product that was never delivered. However, I have no confidence that *** is taking steps to resolve this issue within a timely manner due to the fact that I had requested for a refund more than 2 months ago and have absolutely no tangible idea what Xsolla has done to try and resolve this issue. Attempts by customer to find out more details are shot down.

The company refused to cancel/refund a series of unauthorized purchases made with two of my personal credit cards. In mid-August, my underage daughter made a series of in-game purchases (coupons?) while playing Pokemon Mega, an online game associated with *** She made the purchases using two of my credit cards, without my knowledge nor approval. The purchases she made amounted to: *** (see attached CHARGES). I contacted *** customer support immediately about cancelling/refunding the charges. The primary ticket numbers were #XXXXXXX and #XXXXXXX. After contending with one of the opaquest "customer support" offices I've ever dealt with - over several weeks - they agreed to refund *** However, they refused to refund the remaining *** After a lengthier series of follow-ups, they provided no clear explanation for the partial refund, no details on the charges they did refund (dates, times, amounts, etc.), and no justification for not refunding the remaining charges. I filed disputes with both credit card companies for the remaining charges (in-process), and reiterated the same facts that remain consistent for all the charges that were made; they were: 1) unauthorized and made without my knowledge; and 2) made by my 11-yr. old minor/dependent child with a mental health disorder Yet, here's the excuse I received from ***, a customer service agent, when they finally responded: *** Sep *** Hello, We have refunded *** and the purchases for this amount were removed from the game account, for all the other transactions the purchases were already used in the game account and cannot be refunded. We are contacting you in regards to a friendly fraud claim received recently. Please note that online fraud is a serious issue for the game industry and we take fraud and security of our users very seriously. We have carefully checked your issue. Unfortunately we did not find enough evidence to support friendly fraud claim. All payments were subjected to *** check, meaning for every transaction a user had to enter a verified by visa security code or a one time code from SMS. Having all this information we do not have grounds to believe the payments were made without cardholder's knowledge. In this case we can not offer a refund for the additional payments. Thank you for understanding. Xsolla Customer Service Agent *** Now, such that I can discern (given the grammar) they're arguing, that given this vague aforementioned process of making credit card purchases via their website: - I was not aware of SOME of the charges that were made, so those were refunded; but - Somehow aware of OTHER charges that were made; - Therefore, I'm somehow complicit, so those were not refunded? This is but one example of the general vagueness and lack of clarity in every exchange I've had with this company, down the absurdity of this most recent post (after all, it takes 1 sec. to figure out a credit card security code - you flip it over). Not one of their "Refund Managers" has ever contacted me directly (as they said they would) to explain anything related to this case: no dates/times, no details on the charges, no phone call to get further details from me on the circumstances, zero status updates, and never presented so much as a refund policy.

has permanently banned me from accessing their payment network after I was the victim of fraudulent charges. Sometime this year I noticed several charges to my bank account from *** payment network that I didn't authorize. After reporting the issue to both *** and *** customer service they offered to provide a full refund of all unauthorized charges. Of course I agreed, given the circumstances I wasn't going to allow multiple hundreds of dollars to be kept from me while people are scrambling to find work due to the mass quarantine shut-down in my state of California. As part of the dispute process, it was made clear to me that a temporary block within *** payment network was required while my account was investigated by *** Arena customer service for continued signs of fraudulent activity. Again, I agreed, understanding that this would be necessary to prevent further charges. Agreeing to this has ended up being a mistake that has cascaded into several email threads, chats on both *** Arena and *** website with their staff, and conversations with my bank. *** has spread incredibly far as a business, becoming the de facto payment processing system for several popular video games and video game industry services, *** being the most notable. This success on their part is likely due to their simple, functional white label payment software and abundance of customer service infrastructure. While they've made setting up payment services incredibly easy for aspiring video game organizations, their wide spread use and incredibly black and white approach to handling customer service issues presents and extremely clear risk. As a result of having been the VICTIM of fraud, I have been blocked from using the *** payment network across ALL services that utilize them. *** Arena customer service has verified with me, via email, that no additional risk of fraud is present on my account with them and has actually reinstated the account in full. This seems like a clear acknowledgment that no additional fraud risk is present, but *** continues to site my initial report of unauthorized charges as grounds for keeping all of my personal debit and credit cards, as well as my personal email, forever barred from using their service. This has disabled my *** account, as well as my *** account from nearly all functions requiring an email or payment for some service. Compounding the issue, when requesting an appeal by *** anti-fraud department I am asked for several screenshots of my bank account, bank statements, and transaction history. While this seemed slightly over reaching, I again complied with this request. After sending all of this documentation via email, I was told that they "couldn't verify that I was the owner of these payment accounts" because there was no transaction present on specifically the date of May 30th. I have sixteen transactions, all dated before or after May 30th, yet my inability to materialize this ONE dated transaction was justification for the customer service person to end the chat with me. There's a clear issue here, which I have screenshots verifying is *** preferred practice, and that issue is that the VICTIM of fraudulent activity is at extremely high risk from being permanently banned from *** numerous partner services.. In addition to the above listed complaint, I've also experienced the following: Rudeness from customer service people. Refusal to comply with any simple requests for further explanation of my banning, and guidance on seeking an appeal. Several instances of customer service people disconnecting from our chat in the middle of a conversation. Failure to provided promised follow up material, like emails with transaction history or chat logs. *** is NOT an evil company, they're simply too adherent to their practices and don't give their on-the-ground level staff and support people adequate tools to respond to issues with any nuance.