Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To date, 2-13-25, I have sent 18 emails to scopely support regarding a game I play on my cell phone (Marvel Strike Force) where I have spent hundreds of US dollars to play their game since 2022 wher I had leveled to over 100 and was now only level 35. They kept asking me to send screen shots of which I had previously sent and kept assuring me they would fix the problem. After the 16th email they said they had fixed the problem and closed my ticket. Upon going into the game they not only didn't fix the problem but made the situation worse by reducing my level from level 35 to level 2.After sending two more emails asking them to reopen my original ticket I did an internet search and apparently this kind of criminal activity is not new in that this company is quite know for robbing people of their money per the complaints I read about them online.I'll be surprised if this is the first complaint that the BBB has received on this this company's criminal activities. I have receipts dating back to ************************************************************************************************************************** 2022 all to no avail in their making the situation worse and no where close to resolved.Currently waiting to see what their reply will be to reopen my original ticket they closed where they said they had resolved the issue and upon logging into the game it was worse beause I went from level 35 down to level 2.

  Customer response

  02/13/2025

  Complaint #******** -- resolved with the company per manager of customer support for ******************* worked with me via Discord to get the issue resolved. NOW I am a satisied customer. Please close this complaint. Thank you.

  Business response

  02/13/2025

  Earlier today we helped the player to get back to their account and they confirmed having access to it now.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Do not download any games developed by Scopely. My family plays these games in hopes to collaborate and win together! What we have discovered are scams and illegal use of our information. All of us are offered the same sales on the app everyday for dice or money or tokens, however all 5 of us are offered different prices for said offers. This can range in price by 3-5 dollars for all of us. That is illegal and weird because it is tracking how we play to give us different offers?????? All of the offers are scams and they will favor newer players over high level players. DO NOT DOWNLOAD or allow your kids to download they use tactics to manipulate you and they ultimately rig the game. Save yourself the trouble here and go with a better developer like Jelly Button Games and board kings, exact same and less of a scam! Thanks for nothing scopely I will tell everyone I know to never download monopoly go.

  Business response

  01/17/2025

  Dear ******,

  Thank you for taking the time to reach out to us and share your experience. We understand your concerns and truly appreciate your detailed feedback regarding data security and in-app offers.

  Dynamic pricing and personalized offers are common practices in many apps and games, designed to enhance the user experience based on individual playstyles. However, we recognize that this approach may not resonate well with every player, and we value you sharing your thoughts with us.
  Regarding your concerns about privacy and data use, most developers, including Scopely, are required to comply with stringent data protection laws such as GDPR and CCPA.

  If you believe your data has been used improperly or would like our Customer Support team to review your concerns about offer differences, please dont hesitate to reach out to us in-app. Our Customer Support team will be happy to assist you.

  Thank you again for your feedback and for allowing us the opportunity to address your concerns.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i use to like this game "Monoply Go" when I started before Christmas, but a month in and I'm at a point where I have lawyers looking into the legitimacy of this company, they have already found to federal statues that they are in breach of, targeting minors with gambling and causing financial strain on consumers by forcing you to purchase things to complete events and progress thru the game once you hit a certain point everything you want and need is behind a pay wall, which is also false advertising since they claim you can progress with no monetary value traded to them but it's not true unless you want to almost complete events and constantly be sent p2w options so you can just get a head so quick which isn't bad but it's the offers that force players to pay to play or simply play 10 minutes a day and then log off til you get more dice, they focus on targeting minors with gambling, forcing pay walls on costumers just to progress in the game all while claiming you can play free, when you start the app it forces pay screens to pop up and offer you ridiculous deals at high price points, that's what happened to me, I was spamming my screen by tapping because it was taking so long to load and when it did it immediately purchased one these retared deals and when explained that it was an accidental purchase they said nah no refunds, you get what you get and then they back out of the conversation that we were having, to cut it short,*Targeting minors with gambling *false advertising saying the games free to play yet they force you to purchase things to get any progression ****************** strain on consumers that wouldn't normally spend as much as they do on the app but because it's agreesive and forces pay walls on you constantly popping up in the middle of game play and then they hide the tiny red X at the top of the screen so you can't leave to offer so easily, this company according to the law is in violation of 3 statutes in place for mobile games and businesses

  Business response

  01/10/2025

  Dear Player,

  Thank you for sharing your concerns regarding your experience with Monopoly GO!. We take all feedback seriously and aim to provide a fun and fair gaming experience for all our players.
  Wed like to take this opportunity to address and clarify the points you raised.

  We are committed to ensuring our games comply with all relevant laws and regulations. Upon reviewing your account logs and conversations with the Customer Support, we confirmed that it is registered as an adult account. For our younger players, we strongly encourage parents and guardians to set up parental controls to prevent unintended purchases or access to features that may not be suitable for minors, in accordance with regional laws.

  Monopoly GO! is designed to be accessible to all players, whether they choose to play completely free or make purchases to enhance their experience. While purchases are entirely optional, it is possible to progress, participate in, and win events without spending money by implementing various strategies. For players who wish to accelerate their progress, we offer optional personalized bundles tailored to their accounts.

  Regarding refunds, our policy is outlined in our Terms of Service which you can review here *********************************************. It specifies that refunds are generally not provided once items have been used in the game. In cases where refunds are granted, we are required to close the associated account.

  If you would like to proceed with this or have any other concerns, please dont hesitate to contact our Customer Support team via the in-game messaging system. We are here to help and provide further assistance as needed.

  Thank you for reaching out and giving us the opportunity to address your concerns. We wish you an amazing day ahead!

  
  

  Customer response

  01/10/2025

   
  Complaint: 22781608
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *****

  First off yes I am on an adult account because I received messages from my friends kids and kids on sticker hub begging me to trade stickers unbalanced because the only other way to get it is spend money or play for a year straight, you say it is possible to win events without paying for things then remove buyable objects that further you progression for events because to compete with a adults with money who can pay there way to the tops of the leaders boards, kids are forced to sit in 30th at the end of events not earning barely anything. Another thing for kid accounts pop up ads should be disabled for anyone under a certain age bracket but I can certainly say that's not the case and you also say you encourage parents to set up parental controls where, where does it say that in your app? Does it pop up on a kids account no, does it tell you when you set up a new kids account, no it's probably buried in your terms of service which you expect people to read through before playing a "free" game. You also say we can use strategies but the dice system is random, you don't get to pick your rewards and the events are also random unless you use a 3rd party app or your ******** timeline to figure out when events are, you expect kids to check event scheduling on 3rd party apps because it's not in your main app this game is my chance and luck based there's no skill added until your going through 3 different apps just to play a dice game and I can understand the no refunds that I'll let slide even though it was your pop buy window that I accidently clicked while the game was starting I went to roll the dice and ended up purchasing a 50 dollar bundle by accident but whatever, pop buy ads in your game are over priced and shove down your consumers throats, when they start the game, run out of dice, start an event, or while your playing and complete a board bam an option to purchase something pops up it's ridiculous, not to mention that rewards for what you want are not garunteed so your forcing players to purchase a 50 dollar pack and they might get everything they already had does that seem worth 50 dollars, does that seem like it takes skill? Your basically buying a pack to ****** on the chances you may get something new, the same idea behind slot machines etc.. one kid 11 only gets 80 dice every 3 hours he rolls and collects 500 points for an event he's in first place and then someone buys an event pack and suddenly he's 62nd place and leader now has ***** points toward the event because he spent money, that kid is forced to accept crappy rewards that futher him a long .3% or buy an event pack to just to compete, these event packs are filled with 2200 dice compared to that kids 80 every 3 hours does that seem balanced or fair play for everyone. Big triple A video games like battlefield and call of duty and even overwatch have all had to settle lawsuits for practicing "pay to win" ideologys and those games are for adults who compete against one another and it's not allowed that's why multi-player video games are cosmetic items only to combat this unfair advantage players can gain from be more well off then others, if you want to satisfy the 209 people I have gathered together in your community to launch a lawsuit. Then you need to make a lot of changes to how players progress not being able to pay there way to the top or increase rewards for not spending money during an event for players who can't compete with buy 50 dollar packs, you need to have a warning when you open the app contain a message warning players to turn on a 2f authentication system for paying so they don't click one of your pop up by mistake and purchase something they didn't want in the first place or you can remove the ability to purchase event esk packs to balance out competing for everyone, the way your game is setup is market all your buyable stuff so you can get ahead faster then everyone else, and the worst part the packs are random to what you get that's the definition of gambling and you do that to.children, you wanna make things right but I've seen no efforts in the time I've played this game to.update or change anything, I messaged you guys like 8 times thru support and always got the se answer, its.not out fault but we'll look into it, it's sad to think a free dice game has almost a 1000 dollars worth of purchases when you start the game, that get shoved down your throat constantly and what's sadder it's mostly kids whi play this so your targeting kids at that point with monetary purchases so they can keep playing or you can close the app for 4 hours come back and roll another 80 dice to stop playing and come back another 4 hours it's just built to make money of desperate kids and adults that wanna be first in events and wanna collect all the stickers out of the 209 people backing my lawsuit 87 are parents of kids, that play your game and spend on average 10 to 45 dollars a week playing a "free" dice game and from there testimonies there was never a clear concise message telling these parents to monitor game usage by kids or to set up 2fa payments or even an option to turn off the pop up adds which only reinforces the idea that this game is a virtuall slot machine shaped into a monoply game, would you release the amount of money you made this last fiscal year and since you can tell thru logs how old a person is based on there account I would like to know what percentage of those fiscal earnings are from kid accounts and how much are adult accounts.

  Business response

  01/24/2025

  Dear *********,

  Thank you for reaching out and sharing your concerns with us.

  We understand and empathize with players who may feel pressured to spend, and we want to assure you that it is never our intention to cause financial stress. Our game is designed to be enjoyed by all players, regardless of their spending preferences, and purchases remain entirely optional. Rest assured, you can play Monopoly GO! completely free and continue progressing without making purchases. However, for players who wish to enhance their experience, we offer personalized bundles tailored to your accounts progress. These offers are designed to add value and align with your gameplay journey.

  We adhere to strict policies and legal standards to ensure our practices are fair and transparent. For our younger players, we highly recommend enabling parental controls to help prevent unintended purchases. Please note that if purchased items have already been consumed, we are unable to issue a refund, as outlined in our Terms of Service, which can be reviewed at **********************************************.

  Thank you again for your feedback and for giving us the opportunity to address your concerns. If you have additional questions or would like to provide more details, please dont hesitate to contact our Customer Support team. Were here to assist you.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scopely is the developer of the app Monopoly Go. I made 4 payments to Monopoly Go and then reached out to their customer service to seek a refund because I was dissatisfied with my purchases. I was told my purchases would be refunded and to wait for that to happen. Today they just informed me that although they previously said they would refund my charges, they decided today that they will not be processing a refund. I have attached screen shots of the chat where I was told that I would be receiving a refund for the four purchases.

  Business response

  01/10/2025

  Dear ******, 

  Thank you for taking the time to reach out to us regarding your refund request. We deeply regret the experience youve had and truly appreciate this opportunity to improve our services for all players.
  After reviewing your case, we confirmed that you requested refunds for the following transactions:

  GPA.3319-4942-8373-70659
  GPA.3390-6378-1271-94004
  GPA.3378-4537-9721-65790
  GPA.3365-5348-6775-35706

  As discussed with our agents, you agreed to the closure of your account following the refund due to the associated items being used. We have now processed the refunds and proceeded with the account deletion. You can expect the refunds to appear in your account within 510 business days, and in case of any delays, please dont hesitate to contact ****** Play Support at **************************************.

  Should you decide to return to the game in the future to play casually without making additional purchases, an experience any issues, feel free to contact our Customer Support team via in-game chat or our webpage: ***************************************.

  We sincerely appreciate you for bringing this to our attention and allowing us the opportunity to make it right.

  Have an amazing day ahead! 

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Son was using phone and made a purchase that was not authorized for mobile monoply game on December 4th in the amount of ***** as soon as the emailed notification came in I emailed scopely to be issued a refund and did not hear back.I then disputed the charge with my creditor and scopely and they claimed we never disputed the charge and we are being re-billed we have 5 kids and can not afford such a large purchase for a game we did not authorize the card is not even in my name it is my wife's please issue the full refund immediately requested Advise stop placing so many ads upon start up kids will continue to make purchases parents are not authorizing

  Business response

  12/28/2024

  Good day, 

  Thank you for reaching out to us. Were sorry to hear about the unintended purchase made by your son. Upon reviewing your purchase ID **************************, we can confirm that it has been charged back through ******. Refunds can take up to 10 business days to process. If you dont receive it within this timeframe, we recommend contacting ****** Support for further assistance.

  To help prevent similar situations in the future, we suggest setting up parental controls on your device. This way, you can have peace of mind while your son enjoys playing.

  If you encounter any other issues in the game, please dont hesitate to reach out to our Customer Support team via an in-game ticket for faster assistance. 

• Initial Complaint

  12/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account was banned with no warning on Monopoly Go. I spent money on this account. They will not tell me the reason why. If I was doing something wrong, I should have been given a warning. I would have simply stopped whatever it was.When I contact customer service, they keep changing their minds about what I did wrong. First it was fraudulent purchases. *** only purchased from ********. Now its 3rd party software. I dont use 3p software. Unless the app Sticker Go wasnt allowed to be used so you can do trades with people (the same way you trade in the *************** then I did nothing wrong. Also, if that wasnt allowed, they should have told me. No one will give me the time of day to give me a real reason (customer service says they cant) so by that logic they cant prove Im in the wrong. If I didnt put money into this, I wouldnt care. But now my money has gone to waste and I cant get a real answer from someone and all I want is a second chance with my account because, as I mentioned before, I was NEVER WARNED, whatever I was doing was not allowed

  Business response

  12/16/2024

  Dear Player, 

  Thank you for contacting us regarding your banned account.  We understand how frustrating this situation must be, especially given your time and dedication in the game. 
  Please note that account bans are enforced only after a thorough investigation confirms a violation of our Terms of Service. Unfortunately, we are unable to reverse this decision or provide further details about the specific violation. 
  For more information about how account reviews and bans are conducted, please refer to our  ***************************************************************************** and our Terms of Service at ****************************************.
   
  If you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team via our Support center ***********************************************************;

  Customer response

  12/16/2024

   
  Complaint: 22690626
  
  I am rejecting this response because:

  I cannot be given a concrete answer as to why I was banned. I keep getting different reasons from customer service, none of which I have done. First it was fraud purchases (I have not done). Second was third party software (I do not use that). 
  

  
  Sincerely,
  
  A C

  Business response

  12/20/2024

  Dear player,  

  Thank you for reaching back out to us. We understand this isnt the outcome you were hoping for and truly empathize with your frustration. 
  While we understand the desire for specific proof, we are unable to provide detailed internal investigation data to maintain the integrity and security of our processes.
  For more information, we encourage you to review our Terms of Service at *************************************, and Fair Play policies at *******************************************************************************************;

  We appreciate your understanding and thank you for being a valued part of our community. If you have any additional concerns or questions, feel free to reach out to us via our Support Portal at *****************************************************************;

  Customer response

  12/30/2024

   
  Complaint: 22690626
  
  I am rejecting this response because:

  Its ridiculous that you cannot prove I made fraudulent purchases (the original reason you deleted my account) or prove I used third party software. I refuse to be satisfied with the outcome of this situation unless my account is reinstated because I was never given a warning something was wrong, I was never told I did something wrong, and I spent money on this game. 

  
  Sincerely,
  
  A C

• Initial Complaint

  12/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account was banned for unknown reasons. When I contacted customer support I get the run around. They just post a list of rules. One time the response was "we cannot share specifics regarding your ban" (posted pic of this). I have read the rules and have not gone against anything listed. I have tried several times for an explanation of my ban with no luck. Nobody will tell me what I did. I have done research and this seems to be happening a lot with people who are doing well in the game. I am over 18, have never advertised or solicit anything, this account was in my name only, I didn't rent, sell or give away any account ever, never transfered prises (i'm not computer smart to do any of this). I'm just a 49yo wife/mom/gram who enjoys playing with her family (well used to). I would make another account but I guess that is against the rules. Plus that takes all my progression away. It's hard to get were I was at with the progression I had. To ban an account with no explanation is unheard of. They can't give me one because they don't have one.

  Business response

  12/10/2024

  Dear Player, 

  Thank you for contacting us regarding your banned account.  We understand how frustrating this situation must be, especially given your time and dedication in the game. 

  Please note that account bans are enforced only after a thorough investigation confirms a violation of our Terms of Service. Unfortunately, we are unable to reverse this decision or provide further details about the specific violation. 
  For more information about how account reviews and bans are conducted, please refer to our  *****************************************************************************************;
   
  If you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team via our Support center ***********************************************************;

  Customer response

  12/10/2024

   
  Complaint: 22659328
  
  I am rejecting this response because:
  This is not an exceptable response. They give no proof of any wrong doings. They only give words. My accounts net worth was $38,276 and I had over ******* rolls. To purchase just the rolls would be over $3,125. Not to mention I have spent hours, days and years playing this game putting my time into this only for it to shut down with no proof. You can't punish someone after they put time and money into an account with out proof. I am asking for one of three things.

  1. A detailed explanation of why my account is banned with proof. I HAVE NO IDEA.

  2. Reinstate my account but with an explanation of what they think I did because I don't want to make the mistake again.

  3. Reinburse me for the amount my game is worth...3200 rolls cost $99.99. I had over ******* rolls so $3200 just for rolls. A game with a net worth of $38,276  is pricey. Lots of time goes into that. 

  Sincerely,
  
  ****** ******

  Business response

  12/20/2024

  Dear player, 

  Thank you for reaching back out to us. We understand this isnt the outcome you were hoping for and truly empathize with your frustration.

  While we understand the desire for specific proof, we are unable to provide detailed internal investigation data to maintain the integrity and security of our processes. Regarding reimbursement, we regret to inform you that in-game items and progression are non-refundable, as stated in our policies. This includes both purchased and earned content.

  For more information, we encourage you to review our Terms of Service at *************************************, and Fair Play policies at *************************************************************************************.

  We appreciate your understanding and thank you for being a valued part of our community. If you have any additional concerns or questions, feel free to reach out to us via our Support Portal at ***********************************************************;

• Initial Complaint

  12/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was playing a game called Monopoly Go and for no reason the developers banned my account. I tried for the company to provide a reason for the ban, since I did not violate any terms but they would not and they would not reinstate my account. The company is practicing unfair and discriminatory business practices. This is also abuse of power.. They ban peoples accounts for no reason and do not provide a reason for the ban. I was discriminated against and unfairly banned from the game.

  Business response

  12/10/2024

  Dear Player, 

  Thank you for contacting us regarding your banned account.  We understand how frustrating this situation must be, especially given your time and dedication in the game. 

  Please note that account bans are enforced only after a thorough investigation confirms a violation of our Terms of Service. Unfortunately, we are unable to reverse this decision or provide further details about the specific violation. 
  For more information about how account reviews and bans are conducted, please refer to our  *****************************************************************************************;
   
  If you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team via our Support center ***********************************************************;

  
  

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I request the deletion of my account and the removal of all personally identifiable information, including my profile picture and legal name, from the Monopoly Go application. Despite utilizing all available contact methods, my requests have been disregarded.

  Business response

  12/06/2024

  Hello, thank you for writing in. We need to verify your account to move forward with your request. Please visit our support site here ************************************************ click on the bubble icon to open a web chat request. Thank you.

  Customer response

  12/06/2024

   
  Complaint: 22647732
  
  I am rejecting this response because:
  Following the complaint filing, a customer service representative finally responded.  However, they are delaying the deletion request, citing the need for account verification.  Further verification is unnecessary given that our communication is through the application, which is inherently linked to my account.  I provided my user ID, the only additional unique identifier available.
  
  Here is the chat
  Conversation ID: #*******

  
  Sincerely,
  
  ****** *******

  Business response

  12/20/2024

  Dear Player, 

  Thank you for reaching back and we are sorry to hear about the difficulties youve encountered with the account deletion process. Kindly note that due to the security reasons, we must verify the account owners authorization before proceeding with such requests.

  To continue, please submit a new account deletion request through our Support Portal at *****************************************************, and provide the necessary information. Once we have successfully verified your authorization, we will proceed with deleting your account.

  Thank you for your understanding.

   

  Customer response

  12/30/2024

  Complaint: 22647732
  
  
  I am rejecting this response because:
  
  
  My Monopoly Go account has been suspended, preventing access to customer service's requested information, including my dice count, money, and last token received. Account suspension precludes providing this data. My only accessible information is my user ID ***********, unique to my account and sufficient for verification purposes. Please proceed in deleting my account which has my legal name and a personal photo identifying me. Consumer Privacy Act requires companies to delete personal information from server when requested by the customer.
  
  
  Sincerely,
  
  
  ****** *******

  Business response

  02/03/2025

  Thank you for getting back to us. Unfortunately, we were unable to locate the conversation you mentioned regarding your deletion request.

  Please submit a ticket through our Support portal at *********************************, and our Customer Support team will be happy to assist you further.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please reinstate my monopoly go account as I did not violate any terms or conditions. My information is provided in the picture. Otherwise I will request a refund for all the money spent on the game.

  Business response

  12/05/2024

  Dear Player, 

  Thank you for contacting us regarding your banned account.  We understand how frustrating this situation must be, especially given your time and dedication in the game. 

  Please note that account bans are enforced only after a thorough investigation confirms a violation of our Terms of Service. Unfortunately, we are unable to reverse this decision or provide further details about the specific violation. 
  For more information about how account reviews and bans are conducted, please refer to our  *****************************************************************************************;

  Regarding your refund request, kindly be advised that we are unable to proceed as all the items were consumed in the game, prior to the ban.  
   
  If you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team via our Support center ***********************************************************;
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩