Complaints

• Initial Complaint

  11/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a digital item on Marvel Strike Force, the games Battle Pass, twice. I attempted to seek results through their support chat twice for either a refund or to have the accidental second purchase amount applied to the next Battle Pass. After 4 days of inconsistent response times I was told that they were unable to do anything for me. I mistakenly purchased it once in-app when the Battle Pass released and again through the web store. The support chats acknowledge the issue with the web store not connecting with the app correctly - which should've kept this microtransaction from showing up on the web store as it was already purchased - but they will not give me compensation or process a refund for the $19.99 that I, essentially, donated to this multi-billion dollar company. They looked into the purchase, leading me to believe that it would be refunded, and then I was told it could not be - despite providing everything they asked of me on the details of the purchase. I understand that I made a mistake, but this would not have happened if this digital item was not displayed incorrectly on the web store. I am seeking a refund for the $19.99 that I spent and received absolutely nothing for.

  Business response

  12/03/2024

  We have issued a refund for the transaction ID: ******************************* for $19.99 USD, they should receive their refund within 10 business days. If they don't receive it within the given timeframe, they must contact XSolla.

  Customer response

  12/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  11/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive played there game for the past year and spend money on it. Then they resitlly banned my account. Id sent them messages asking why they banned my account and they never got back to me. Or showed pruff of any thing.

  Business response

  11/29/2024

  Dear Player,

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

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an online gaming system that is not honest when you make a purchase through the game. They have stollen thousands of dollars from people. And now they are "banning" people from their game which is insane. They need to be stopped.

  Business response

  11/25/2024

  Hello,

  Can we please know which game the user is playing?

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/21/2024. Scopely, *** banned my Monopoly Go account that existed for over a year and was played daily. I paid approximately $400 for various dice and stickers during the +1 year I played. Once they banned my account I asked for proof of the offense and was told they dont communicate with anyone with a banned account. I want my account back! Its paired with my personal ******** page. Personal Identifiable Information is at risk.

  Business response

  11/29/2024

  Dear Player, 

  Thank you for reaching out to us regarding your banned account and sharing your concerns. We understand how frustrating this situation is, especially considering your time, dedication, and financial investment in the game.

  Account bans are implemented only after a thorough investigation confirms a violation of our Terms of Service. Unfortunately, we are unable to reverse this decision or provide additional details regarding the nature of the violation. You can refer to our Account Actions FAQ **********************************************************************************; for more information about how account reviews and bans are handled. 

  Furthermore, please rest assured that your personal identifiable information (PII) is not at risk. The data shared with us is securely stored and managed in compliance with our privacy practices. If you would like more details about how your data is handled, you can review our Privacy Policy at **********************************************************************;

  We deeply regret the impact this has had on your experience. Should you have further questions, please feel free to reach out to our Customer Support team via our Support Center: *****************************************************.

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im play Monopoly go. I have been playing for over a year. Recently my ******** was hacked and I lost access to my monopoly go account. In return, they banned my account that I spent money on to enjoy the game as they suspected me of cheating during a period where my account was hacked. There was no proof provided, and they wont even make an exception. You cannot ban someone who had their account hacked and someone who did not violate terms.

  Business response

  11/29/2024

  Dear Player,

  Thank you for contacting us about your account ban. We understand how unfortunate it is that your account was hacked and subsequently used to violate our Terms of Service through third-party software. However, after a thorough review, we regret to inform you that we are unable to lift the ban or issue a refund in this case.

  For more information, please refer to the following resources:
  Account Actions FAQ: *****************************************************************************
  Terms of Service: ****************************************

  To prevent unauthorized access in the future, we strongly recommend enabling additional security measures on your social media profiles, such as two-factor authentication. This can help safeguard your account if you decide to start fresh with a new one.

  We regret that we cannot provide a different resolution in this matter. If you have further questions or concerns, please dont hesitate to contact our Customer Support team via an in-game ticket for a faster response.

  Customer response

  11/30/2024

   
  Complaint: 22599370
  
  I am rejecting this response because: I should not be held accountable as your game is not secure. There are no 2FA options to prevent hacking. I was not given a warning, to even alert me something bad was happening on my account. A warning should have been issued and I would have noticed and reached out. As a one time exception my ban should be lifted, and I will ensure nothing happens again. This is unfair. 
  
  Sincerely,
  
  ***** *****

  Business response

  12/10/2024

  Good day *****, 

  Thank you for reaching back to us regarding your ban. We are very sorry that you had this experience, and that the hackers took advantage of your account. We understand your concerns and appreciate you taking the time to share your feedback with us.

  As stated in our Terms of Service, all players are responsible for the security of their accounts. While we strive to maintain a secure environment for all users, certain responsibilities, such as securing access to your account, remain with the account holder. 

  While we are continuously working to improve account security and offer enhanced features in the future, it is essential to follow current best practices, including creating strong passwords if the player is using ********* and not sharing account information with others. For more information, please refer to the following resources: 
  - Account Actions FAQ: **********************************************************************************;
  - Terms of Service: *********************************************;

  Regarding your request for an exception, we thoroughly reviewed your case. We regret that we cannot provide a different resolution in this matter. 

  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: 22599370
  
  I am rejecting this response because: this is not acceptable. Peoples accounts are stolen and hacked daily. My password is strong. I should not be treated so harshly and as a courtesy allow me to get my account back and I will ensure I reset all security settings. This is the only game that keeps me occupied in my tough times right now. Please reconsider. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spend real money on monopoly go. Game glitches too often and I don't always receive my rewards. **************** is absolute garbage. I hate them. I hate that I waste money on such unreliability. **************** just pastes a script. No one actually looks into anything and they just paste a script when I call out the mistakes!! I want my money back!

  Business response

  11/29/2024

  Dear Player,

  Thank you for reaching out to us and providing the screenshots. These were very helpful in locating the Support ticket you referred to.

  After reviewing your account, we can confirm that all your rewards were successfully added on November 23, 2024, at 7:45:51 AM UTC. The rewards included:
  - 100 Dice
  - ************* Monopoly Money
  - 1 Blue Pack containing the stickers Whodunnit?, Air Travel, and Strike Force
  - 1 Shield Token added to your collection. 

  Were glad to confirm there are no issues found with your rewards, and should you have any additional concerns or feedback about the game, please dont hesitate to submit an in-game ticket to our Customer Support team for quicker assistance.

  Wishing you a joyful holiday season!
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase for virtual items through the *********************** Shop in the amount of $19.99 on 10/15/2024 at 11:34am EST using Apple Cash as the method of payment. I received an error message that stated something went wrong with the payment and therefore I did not receive the virtual items. Upon checking my ***** Cash account, the funds were in fact deducted from my account and a charge for $19.99 was processed and cleared. I immediately reached out to in-game customer support with Monopoly Go ************************ who advised me that they have identified an issue affecting payments with Digital River (their payment processor) and that I would receive a refund within 3-5 business days. On the 5th business day, I reached back out to customer support to advise that I had not received a refund and was then told it would take up to 10 business days. On the 10th business day, I reached out once again because I had still not received the refund. I was then advised I would need to contact Digital River directly.I attempted to resolve the issue with Digital River and have continually received the response that they do not handle customer support for **********************, *** and that I will need to contact them directly. Per my last email with Digital River, I was told Please be informed that we have located a matching order using all information that you have provided. Order ************* was successfully purchased and completed on 10/15/24 worth $19.99.Please provide this information to Scopely customer support.I have contacted ********************** via in-game customer support and via escalation through email for a month at this point and I have not received the items I paid for now received a refund.

  Business response

  11/18/2024

  Dear Player,

  Thank you for reaching out to us regarding your Digital River purchase. Your inquiry allowed us to assist in resolving the issue and ensuring your funds are returned.

  We promptly contacted Digital River, and they confirmed that the order had been stuck as of October 10th due to a pending electronic fulfillment failure. We have requested a cancellation of the order, and you can expect the funds to be credited back to your account within the next 57 business days.

  We sincerely apologize for the inconvenience caused and appreciate your trust in allowing us to assist you.

  If you encounter any further issues, please don't hesitate to reach out to us via in-game messaging. Our Customer Support team will be happy to assist you.

  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is engaged in having you buy packages to then not get the result you wanted. So they just scam you out of your money. I have bought multiple packages where my additional rolls did nothing except impulse me to buy. I want to be refunded all my credits to this game due to they are a scam.

  Business response

  11/15/2024

  Dear Player, 

  Thank you for reaching out and sharing your honest feedback on our offers.

  Monopoly GO! is designed as a free-to-play game that accommodates a range of play styles, and were sorry if there has been any sense of pressure to make purchases. Please be assured that all in-game offers are entirely optional, aimed at providing additional opportunities for those who wish to enhance their gameplay. Furthermore, the mechanics behind spins and rolls are based on game algorithms and probabilities, ensuring a fair experience for all players.

  If you would like to request a refund, please contact our **************** team through the in-app messaging feature. They will be able to review your request and assist you promptly.

  Should you have any further questions or concerns, please dont hesitate to let us know. We're here to support you!

  Customer response

  11/15/2024

   
  Complaint: 22545144
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  **** account ID ******************************** I have had an issue with the game since the 13th August 2024. Nearing the 4th month and after several more emails through various platforms, have not received any response or acknowledgement. As a consequence, I am unable to proceed in the game, eventhough I completed all the required hoops.

  Business response

  11/13/2024

  We would like to thank the customer for reaching out to us.

  We have reviewed our records regarding the customer's complaint, and it appears that only one email from them was logged, dated November 10th, which has already been addressed by our team.

  To further investigate any prior correspondence they may have sent, we would like to request that the customer open a new support ticket, including their BBB reference number along with the ticket IDs of any past cases they have raised. This will help us verify that no communication has been missed and allow us to resolve any outstanding concerns thoroughly.

   Ensuring a positive experience for the player is important, and we appreciate their feedback in helping us improve

  Customer response

  11/13/2024

   
  Complaint: 22534415
  
  I am rejecting this response because: the correspondence you received on November 10 was through the online chat page. You say you do not have a record of the numerous emails I sent from the 13th August. Or even the in game requests I submitted. Then the issue cannot be resolved with me opening a ticket that you may not receive. I would be happy to send you a copy of the past emails if you provide me with an email address that is not Customer Support (which clearly isnt receiving my emails). 

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

  Business response

  11/26/2024

  We would like to thank the customer for his reply, and once again apologize for all the inconveniences.

  We have reviewed the players account history and interactions again. Here is a summary of what was found:
  11/10/24: The player contacted support regarding an issue finding in-game resources. This ticket was received and resolved promptly.
  17/11/24: The player reached out again, but support requested additional information to proceed. Unfortunately, there was no reply from the player to that request. The ticket ID associated with this case is 27010867.
  On 17/11/24: The player also interacted with the chatbot and selected the "Known Issues" information option. This automatically shares a list of reported and currently unresolved issues but does not create a formal ticket.

  The only communication we could find before these tickets is from November 2023.
  The players most recent messages reviewed here do not reference the specific issues mentioned in the complaint. Despite an extensive search, the team has been unable to locate any tickets or messages regarding the unresolved matters now being raised since the first communication we could find before these tickets is from November 2023.

  
  To assist effectively, the team kindly requests the player provide the ticket ID(s) of the unattended messages. This will allow support to investigate further and ensure a swift resolution. The team sincerely apologizes for any inconvenience and appreciates the players cooperation in clarifying this matter.

  Customer response

  12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although the business at no time asked for a copy of the emails I referred to, nor did they ask for additional information, the system error has since been resolved. The poor customer service and no response to my emails has not been resolved and I will leave this for internal review and process improvement. Note that since there were no replies to my concerns, there was never a ticket number issued. This information may help to find the deficiency in the system.

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

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am quite surprised at the number of unresolved BBB complaints on ******* August I was asked to take a survey. After taking the survey I was invited to a focus group. I was told that I WILL receive a link, and WILL be compensated $125. There was no language that discussed the possibility of not receiving a link and compensation. It definitively told me I will receive a link. I have reached out to Scopely through the Monopoly Go app. The responses have varied from telling me that this never existed, to telling me that they have shared my feedback. The fact of the matter is that it violates FL law for false advertisement. They are not doing anything to resolve this matter, nor have they offered any alternative compromise (eg in game credit).

  Business response

  11/15/2024

  Thank you,

  We are reviewing this user's complaint based on the information they have provided.

  Customer response

  11/15/2024

   
  Complaint: 22523682
  
  I am rejecting this response because:

  This is still pending a response and I do not want this closed

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

  Business response

  12/06/2024

  Hello,

  We have reached out to this player directly regarding a resolution.

  Thank you.

*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. ↩