Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This game is scamming its players. It will avoid providing non tradable stickers so it can charge you for WILD cards to finish albums. Then the prices are different for every game player. I was gold locked for over 2 months in the last two albums and didnt finish but played faithfully. This game is A SCAM and ROBBING its players.

  Business response

  12/05/2024

  Dear Player,

  Thank you for reaching out and sharing your feedback. We understand your frustrations and appreciate the time youve taken to express your concerns.
  

  Being gold locked can be a frustrating experience, and we are sorry to hear that it impacted your ability to complete your album despite your dedication. Were always looking at ways to make events and challenges more engaging and less discouraging for players. Kindly note that completing albums is designed to be a mix of strategy, gameplay, and luck, and we understand how frustrating it can be when specific stickers are harder to obtain. While we do offer opportunities to acquire Wild Cards, we also provide various in-game events and chances to earn stickers without requiring purchases. Were continuously reviewing this system to ensure it feels rewarding and fair for all players.

  Please rest assured that you can play Monopoly GO! completely free and progress without making any purchases. However, if you wish to obtain additional items, we offer personalized bundles based on your account. As your account progresses, the offers increase in value to enhance your gameplay experience in line with your progress. 

  Thank you once again for voicing your concerns. We take our players' feedback seriously, and your input helps us improve the game. Should you have any additional questions, feedback, or concerns, please feel free to reach out to us in app, and our Customer Support will be happy to help.  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have spent nearly $3,190.00 over this calendar year on this game. I was on vacation over the holiday break, I did take my ipad with me as well as my phone to play the tournament game. For some reason they banned my account, will not tell me why and now I can not access or use the app / product that I spent so much money on! I have no idea why it was banned, I didn't do anything that the terms of service says ( that I can read and what they sent me). This is unethical and scammy. I expect them to refund me the money spent if i can no longer use the service/items I bought. I think a permanent ban is absurd especially without any warning! I have heard from other players recently that they were also banned over the holiday break and have no understandingng as to why! Please help!

  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 ***********************************************************;

  
  

  Customer response

  12/05/2024

   
  Complaint: 22635584
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer response

  12/17/2024

  I am rejecting the response because they state they cant refund any in game purchases. The items I purchased were tokens, *******, stickers etc that you collect and continue using over and over again.  To purchase something and then they take it away is scammy to me!! No retailers do that. There needs to be a law put into place for online items sold!!!  Also I never seen a pop up or anything stating that I cant have the app on both my iPhone and iPad. That is the only app Ive ever heard of having that rule! A warning would have been nice!!

  Business response

  12/28/2024

  Good day Crystal, 

  Thank you for getting back to us. Were truly sorry to hear about your account being banned. As mentioned earlier, this action was taken because your account was found to be in violation of our Terms of Service. We completely understand your frustration and the confusion surrounding what may have caused this. In our previous response, we shared links to our Terms of Service and an FAQ article to provide more detailed information.

  Its very unfortunate, especially given the time and effort youve invested in the game. However, to maintain a safe and fair gaming environment for everyone, weve had to take action against accounts found engaging in activities that violate our policies.

  Should you decide to return to the game with a new account, we strongly recommend reviewing our Terms of Service to ensure your future efforts remain secure.
  

  Thank you for your understanding, and we truly hope to see you back in the community someday.

  Customer response

  12/30/2024

   
  Complaint: 22635584
  
  I am rejecting this response because:
  

  You guys said that you banned me because I had the app on my iPhone and iPad  but the pop up does not state that it is not allowed and the message it says that you can play on either device.  the pop up says we detected another device signed into your account, and for security reasons have stopped play on this device. Tap OK to reload and keep playing on this device, or close the app to keep the other device active.
  Why have these pop *** that are confusing and then ban players that have spent over $3,000.00 on the game and not refund them for the items they bought and can no longer use. No warning, permanent ban, and the pop up does not say you cant have 2 devices.   I have a screenshot of the pop up if needed  

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

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a strong supporter of monopoly go for over a year. I have paid a large amount of money, over $1000 towards this game. Today, monopoly go banned my account and gave a blanket response of fraudulent behavior but would not go into any detail. I asked multiple times to no avail. I was not warned of any wrongdoing, just a sudden ban. I have not cheated the game. Playing for so long gives me an advantage in knowing somewhat how likely my next roll would be good or bad. I have a strong support group who trades stickers with me, to help with the game. It's part of the monopoly community. ******** groups constantly gives tips and feedback on the game. Several other players have been banned also. Now, I can't speak on every player, but I know I have done the right thing. My 16 year old plays on the game too. I enjoy the game and I would like to keep playing. I would also like to receive any tokens, *******, emojis, dice, that I have missed while my account was banned. This is unfair, especially when I just purchased dice yesterday for the game. There are hundreds of people with higher stats than me, and they have hundreds of thousands of dice, why was I singled out? Treat us fairly and allow us to play the game. If not, delete the account so I can start from scratch and not pay another time towards this game. I have receipts of my purchases. If I can't play, reimburse me the money I lost. Monopoly Go needs to stop harassing the legit players!

  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  *****************************************************************************************;
   
  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

  12/06/2024

   
  Complaint: 22630964
  
  I am rejecting this response because:
  A detailed investigation would reveal i paid a substantial amount of money to play the game and it is unfair to just randomly choose an account to ban. There are several other players who only were banned for a week and they were acting cheating. I have not cheated. A blanket response is not telling the community what we did wrong. We click on links for free dice and stickers from your site, we pay for dice, we talk to other players about your illegal activity. I have attempted to informally resolve this issue but I'm still not being told what I did wrong. You basically just stated even though I didn't do anything wrong, you can ban any account you see fit. I even went as far as to request a refund, and asked to delete my account so I can start over and play. I just wanted to know what i did wrong so I won't make the same mistake. You said it yourself, I worked hard to get where I am on the game. I'm just playing the game that you created. Utilize integrity and support your players. Be honest, because this is public information. My account has been honorable from the beginning. Communication is key. 
  Sincerely,
  
  ******** ************

  Business response

  12/20/2024

  Dear player,  

  Thank you for reaching back out to us and sharing your thoughts with 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 refund, 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 *****************************************************************;

  Customer response

  12/30/2024

   
  Complaint: 22630964
  
  I am rejecting this response because:
  I have not cheated and there is no evidence of unfair play. Reinstate the account and stop lying to the BBB. You can't cheat on this game, unless you're talking about your company using predetermined rolls. Stop being unprofessional. 
  Sincerely,
  
  ******** ************

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company charged consumers different prices for the same service then banned consumers for false reasons when money was no longer being spent

  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 ***********************************************************************************;
  
  If you have any additional questions or concerns, please dont hesitate to reach out to our Customer Support team via our ************** *****************************************************. "

• Initial Complaint

  12/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made hundreds of dollars in purchases on a gaming app called Monopoly Go! From this company. A month ago I went to log in to the game and a message came up saying my account had been banned for violating terms and services. I messaged the company to ask what they were talking about, and was given the run around over and over saying that I had been found to be cheating which violated their t&s. I told them I had no idea what they were talking about and that I had spent $100s of dollars on their game and was now being denied access to said game. I asked for them to show me proof of how I was cheating, but was just told that their decision was final and they wouldnt allow me to access the account moving forward. No proof was given to me because I didnt do what they were saying. Basically they took my money, theyd denied me access to their game, which seems fraudulent and illegal.

  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  ***********************************************************************************;
  
  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

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scipely this is disingenuous and dissapointing. How are you charging people different levels of money for these prizes. I have read on the **** reddit kids and young adults being forced to quit the game because they have spent their whole pay check on a GAME !! You already cheat feom us every opportunity you get stealing prizes and the wheel on the partners event was rigged. We constantly have to watch our dice dissappear, eben when we complain the want to gas light you and tell you no its your fault. This is completely unacceptable and I will be reporting this to the ***. This isn't gambling this is FRAUD. You conduct yourself in a manner that makes people not trust or want to engage in entertainment of this matter.

  Business response

  12/05/2024

  Dear Player,

  Thank you for taking the time to share your concerns. We value player feedback and take your points seriously.

  We deeply empathize with players who may feel pressure to spend. It is never our intention to create financial stress. Our game is designed to be enjoyed by all players, regardless of spending levels, and purchases are entirely optional. Please rest assured that you can play Monopoly GO! completely free and progress without making any purchases. However, if you wish to obtain additional items, we offer personalized bundles based on your account. As your account progresses, the offers increase in value to enhance your gameplay experience in line with your progress. 

  Issues such as disappearing dice or event mechanics are taken seriously, and our team investigates all reported technical problems. If you believe there are discrepancies in your game, please provide specific details to our Customer Support team so we can address them.
  
  We adhere to strict policies and legal standards to ensure our practices are fair and transparent. If you have specific concerns about compliance, you are welcome to share those directly with our support team for further clarification.

  We understand that these issues have impacted your trust in the game, and for that, we sincerely apologize. Your feedback is crucial in helping us make improvements and maintain a fair and enjoyable experience for all players.
  If you have additional concerns or would like to provide more details, please contact our Customer Support team directly through the *************** *****************************************************.

  Thank you for sharing your thoughts with us.

  Customer response

  12/08/2024

   
  Complaint: 22624627
  
  I am rejecting this response because:
  I DID REACH OUT TO YOUR CUSTOMER SERVICE TEAM AND RECEIVED 0 AND I MEAN 0 CARE . JUST AUTIMATED MESSAFES AND LIES. I ASSURE YOU MY DOCE DISSAPEARED ON MORE THAN ONE OCASSION AND ALSO I WAS MISSING REWARDS. THEY GASLIGHTED ME JUST LIKE YOUR TRTING TO DO NOW. I HAVE MULTIPLE QUESTIONS I ASKED AND ZERO CARE. FEOM YOUR SUPPOSED CARE TEAM. YOU DO MAKR PLAYERS FEEL FORCED RO SPEN MONEY. WORSE YOU CHARGE DUFFERENT PROCES FOR THE SAME THING. YOU SPINS ATE RIGGED **** LIKE IN EVERY EVENT. WE NOTICED THE ALGORITHM ALSO LEAVING US 1 POINT OFF FROM A PRIZE. NOT TO MENTION 600 DICE AND YOU GET 5 MAYBE 6 SHUT DOWNS IR HEIST. ITS A SCAM. YOUR NOT INTERESRED IN US AS A COMMUNITY. 
  Sincerely,
  
  **** *********

  Business response

  12/20/2024

  Good day Katy, 

  Thank you for sharing your concerns. We are sorry to hear that the previous explanations and resolutions didnt meet your expectations. We understand why you might question the value of continuing to play and invest in the game if you feel the support isnt meeting your needs.

  Following your complaint, we reviewed your tickets and can confirm that you were provided with a timestamped breakdown of the rewards you received from both the Choco Champs Tournament event and the Prize Drop event. The Customer Support agents also shared a detailed summary of the rolls used with a 5x multiplier and conducted a thorough check for any discrepancies. Weve rechecked your account logs and found no inconsistencies.

  Please note that your game logs are recorded in real-time, and prizes are typically distributed within a few minutes after an event concludes. If you do not see them immediately, restarting your game and allowing a few minutes for synchronization usually resolves the issue.

  We genuinely appreciate your patience and value your feedback, which helps us improve the game experience for all players. Should you encounter any specific issues, please dont hesitate to submit an in-game ticket with details so we can assist you more effectively.

  Thank you for being a valued part of the Monopoly GO community!

   

• Initial Complaint

  12/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been the second album I have been locked on. Their system will not give you the cards you need to complete your sets. When you contact customer service they admit that they are aware of the problem but will not give you any compensation for the issue or give you a resolution to the problem. Their system is designed to be unfair and make you spend money it is rigged to cost money. It is supposed to be fair for all players paying or free and it is not.

  Business response

  12/02/2024

  Dear Player,

  Thank you for taking the time to reach out to us. Were sorry to hear about the issues youve encountered with duplicate stickers. While our sticker packs are designed to provide a diverse selection, the randomization process can sometimes result in duplicates. This becomes more likely as you get closer to completing your album.

  When youre down to just a few missing stickersespecially golden onesthe best approach is to watch for events where a Wild Sticker is offered as the grand reward. These events provide the only guaranteed way to secure a new sticker.

  We appreciate your understanding and wish you the best of luck in completing your collection! 

  If you have any additional questions, feedback, or concerns, please feel free to reach out to our Customer Support for faster response, and we will be happy to help.  

  Customer response

  12/02/2024

   
  Complaint: 22623200
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** ******

  Customer response

  12/22/2024

  I am rejecting this response because:This is not a fix to the problem in the first album I played i spent around seven hundred dollars 
  And completed that album with ease on my second album i did not even come close to completing it i did not spend any money on this album. On my third album I spent around two or three hundred while playing and be came gold locked waiting on one card for almost 2 months as soon as I stopped spending money I stopped recieving new cards I understand that I am going to recieve duplicates through out the process that is obvious. After all I'm not stupid.I ended up not completing this album 
  Now once again I am in close to the exact same situation as my third album I have spent a little bit of money on this album as well and I am gold locked again 
  Once again I understand I am going to receive some duplicate cards I should understand this by now your automated chat has informed me of that at least 5 or six times now I think it has been embedded into my brain by now 
  Your system has a problem and it needs to be fixed I wish I could get my money back and the time I wasted playing your game but I know that will never happen 
  I made the stupid decision to keep playing and spending money no one forced me and I did not accidentally make a mistake and buy something I didn't mean to. So oh well.
  But I guess it is OK for a billion dollar company to take advantage of its customers 
  I also guess it is OK for your company to discriminate against its players that can not afford to pay hundreds of dollars to be competitive in your free game 
  My biggest regret is actually believing that your company was going to fix the problems that you said you where going to address.
  I guess you all where spending all of your time counting your money instead of coming up with a solution. LOL,  After all, that is what the Mr ******** man would do.
  And once again Thank You for doing absolutely nothing and discriminating against me and all of my friends that play your game.We really appreciate it.
  Sincerely,
  
  *********** ******
  

  Business response

  12/28/2024

  Good day ***********,

  Thank you for taking the time to get back to us with such a detailed message. We can see how frustrating this has been for you, and we want to sincerely apologize that your experience has left you feeling this way.
  Its clear youve invested a lot into the game, and being stuck in "gold locks" can definitely take the fun out of it. We understand how disheartening it must be to face similar challenges repeatedly across multiple albums.

  While the sticker collection system is randomized, we want to assure you that your feedback is not being ignored. Completing an album is meant to be a challenge, but based on feedback like yours, we regularly review the system to find ways to improve the overall experience. That said, we completely understand how it may not feel that way from your perspective. 

  We will share your experience with our game developers team, as its important that they hear firsthand how these situations affect players like you.

  Your feedback truly matters, and we appreciate your honesty in sharing how this has made you feel. If theres anything more youd like to share or if you need further assistance, please dont hesitate to reach out to our Customer Support team. 

  
  

  Customer response

  12/30/2024

   
  Complaint: 22623200
  
  I am rejecting this response because:
  When I see that you all have made changes to your system then I will accept your response. But I guess you all finally won any way I am tired of wasting my time writing about these issues to you all knowing nothing will ever change  I understand now why your customer service department can not be contacted by telephone you all might actually have to correct one of your problems if you actually have to talk to a live person  i am done let's just see how much influence a strong social media network of fellow players can have on your bottom line for this game in particular and as you all, all ready know I am definitely not the only dissatisfied customer you have there are hundreds more just like me 

  And again Thank You so much for wasting my time and Thank You for helping me make my final decision a whole lot easier I cant wait to here about the final results to your bottom line when it is all said and done.
  Sincerely,
  
  *********** ******

• Initial Complaint

  12/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******** the entire game is a pay to play game. Prices increase the more you spend. Being greedy has made the game unfair to those that cant pay

  Business response

  12/02/2024

  Dear Player,

  Thank you for sharing your feedback with us. Were sorry to hear that you feel the game has become less accessible and that pricing has impacted your experience.

  Our goal is to create an enjoyable and inclusive game for all players, whether they choose to make purchases or play for free. Pricing structures and in-game mechanics are designed to offer optional enhancements while still allowing players to progress and enjoy the game without spending money.

  We appreciate your feedback and take it seriously and your concerns will be shared with the appropriate teams for consideration. While we cannot guarantee specific changes, please know that we continually strive to enhance the gaming experience for our dedicated players. 
   
  Thank you for your understanding and continued support. 

• Initial Complaint

  11/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has told me that I have made fraudulent purchases and banned my account, permanently, without providing any further information. This is unacceptable to convince a customer that somehow they have been hacked and possibly been a subject of identify theft but then refuse to provide details. I have asked several times and customer service will not provide information or restore my account.

  Business response

  12/02/2024

  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

  12/02/2024

   
  Complaint: 22622518
  
  I am rejecting this response because:

  The first message they sent me about this, they accused me of having fraudulent purchase activity  they have provided absolutely no details or proof of this fraudulent activity.  They continue to say to reach out to customer service for more information and then refuse to provide it.  Its unacceptable to make an accusation and then provide zero proof of the allegation.  Im unclear on what happened, if my identify or account was stolen or what.  This is unacceptable customer service.

  
  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. 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: 22622518
  
  I am rejecting this response because you originally said there were fraudulent purchases on the original ticket.  I have never given my account info to anybody or any third party.  There is no  way this allegation can be true and to refuse to provide details on so called purchases you say were made from my account is not an acceptable answer.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company runs a Monoply Go gamr that i have spent almost 2k on playing. The company is banning randomly and claims i made fraudulent purchases but can not show it to me i sent in almost 2 years of me purchasing through them only. I have countless hours in this game. They have nothing that says this why they are banning me. There are others play unfairly but not my account. I want all my money back if they do not let me have my account back.

  Business response

  12/02/2024

  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 *****************************************************.

*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. ↩