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.

A company 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 the time when a certain payment processor started handling transactions for a gaming app I began using. This app offers games for a cash entry with potential prizes. I entered these games without being informed of any restrictions. After winning some competitions and having pending withdrawals for a month without a response, I investigated. I discovered a post on the company's page, dated recently, stating my state isn't restricted from cash games. I contacted the company, and a representative confirmed this and assured me I'd get a refund for my deposits. However, since they didn't process my payment, I reached out to the payment processor. I provided transaction IDs and acknowledged the charges, explaining my situation. Miscommunication led to them opening a fraud case. Their fraud department later emailed me, denying any fraud and refusing a refund. This is problematic as my state's laws make it illegal for me to enter cash competitions; I can't withdraw winnings, rendering my spending on a game that also offers a free version for restricted states inexplicable. The gaming company assured me of a refund, but the payment processor is not upholding that promise. The payment processor is not affiliated with the gaming app; it merely facilitates transactions. Therefore, if the original seller promised a refund, it should be honored.

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 by a company and noticed the duplicate transactions. As a consumer, I contacted their customer service to request information and a refund. My two children use Roblox accounts, and we've faced multiple family losses due to Covid. In one month, we lost five family members. To distract my kids, I allow them to play Roblox. I've never asked for a refund before, but with funeral costs, I noticed the charges. Customer service responded to my refund request today. After some time, they said they'd block my account if I insisted on a refund. I explained my kids have accounts and was not claiming fraud. The representative offered two options: label the accounts as fraudulent for a refund or accept the charges. I'm shocked by the lack of resolution and empathy, especially as I'm attending another funeral. I need a higher authority to clarify and return my money.

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 bought items from a startup. The CEO said they're bankrupt. No product received. No refund from Xsolla. Over months, I bought digital items from a startup called Chronicles. The MMO was in progress, so nothing was delivered. We got vouchers for future product delivery. The CEO announced bankruptcy during development. There was no warning of financial trouble; they seemed fine. Days before the bankruptcy news, they released a simple mini-game. It's like paying for a mansion but getting a hut. The mini-game's release, just before the bankruptcy announcement, seems like a tactic to avoid refunds. They never hinted at financial issues before. My complaint is that Xsolla, the payment handler, should refund me since Chronicles failed to deliver. Chronicles won't refund voluntarily. So, Xsolla is the only one who can enforce a refund. It's like an online store not delivering and the payment processor stepping in to refund. I've been asking Xsolla for a refund for months. They said they're working on it, but I've got no updates. Other customers have similar issues with Xsolla's lack of communication or being blocked. In summary, Xsolla handled my payment to Chronicles, who now can't deliver and won't refund. Xsolla is the only one who can enforce a refund, but I doubt they're resolving this promptly. I've been waiting over two months with no clear progress from Xsolla. Customers trying to get information are dismissed or ignored.

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.

A payment network has permanently banned me from accessing their services after I was the victim of fraudulent charges. Earlier this year, I noticed unauthorized charges to my bank account from a well-known payment network. Upon reporting the issue to their customer service, they offered a full refund. I accepted, especially during the economic strain caused by mass quarantine shutdowns in California. During the dispute process, a temporary block on my account was required for investigation by the company's customer service for further fraudulent activity. I consented, but this led to a series of email threads, chats with staff, and discussions with my bank. The company's success is partly due to their simple payment software and extensive customer service infrastructure. However, their rigid approach to customer service issues poses a significant risk. As a victim of fraud, I've been blocked from using their network across all services. The customer service has confirmed no further fraud risk on my account and reinstated it. Despite this, the company cites my initial fraud report as a reason to bar all my cards and email from their service. This has restricted my access to various accounts and services. When I sought an appeal, I was asked for extensive documentation. After complying, I was informed they couldn't verify my ownership of the accounts due to a lack of a transaction on a specific date. Despite providing ample evidence, this was used to justify my continued ban. This practice puts victims at risk of being unfairly excluded from their services. Additionally, I've encountered rudeness, a lack of clear explanations for my ban, abrupt disconnections during service chats, and unfulfilled promises of follow-up information. The company is not malicious, but their strict adherence to protocols and insufficient support tools for staff to address issues with nuance is problematic.