Complaints

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On several occasions I've had my account banned and lost resources that I had paid for or worked for in-game collecting with my time. Also, I've lost resources due to game defects in the software with booting me, lagging or glitching and received little to no compensation for those lost resources. I've asked Scopely about my bans and what specifically I've said that violates the terms of service and never get an exact response so that I can be sure to not repeat. I've reached out to Scopely regarding in-game nasty direct messages and comments in global chat and they do not act immediately causing me to respond in-kind to those people when they taunt me. Specifically, MAD ***** and ******* and PAC ************* have been extremely rude even going as far to tell me that they will make my game exerpience miserable and I should just un-install and quit the game. I assumed this is acceptable because nothing was done to *****. Further, I've asked Scopely to turn off the global posting ability for me so that I cannot respond to these nasty messages etc, especially since it isn't clear what is allowed and not allowed. I've asked to have my account transferred to a different server where I can have a fresh start and hopefully the people arent' nasty towards me and they have refused that too. Server ** ******* is toxic and they have failed to stop the ****** ***** i've received from the above players in messages, the real life threats I've received from these players and others in-game and failed to replace resources lost due to software glitches when reported, Further, their responses to issues is extremely slow and usually non-existent. If my account was banned, they could have thrown or allowed me to throw a shield to protect my resources, I own plenty of them and not subjected me to the ********** I will receive that people took the resources now too when I return. I have plenty of Screen Shots on my phone I can provide too if needed.

  Business response

  06/03/2022

  Business Response /* (1000, 9, 2022/04/22) */ We would like to thank the customer for reaching out. We have reviewed the customer's case and conducted a secondary investigation. We have also addressed their concern on our end. We want to provide all our players with a stable and enjoyable experience. The account holder is responsible for the account's behavior, and the customer was expressing inappropriately at the time. All reports are being investigated and we reserve the right to take action for violations of our Terms of Service; for more information, the customer can visit our site https://scopely.com/tos/. Additionally, if the customer witnesses an inappropriate behavior in the game we'd suggest they create a ticket on our end and provide that information for further investigation. Consumer Response /* (3000, 11, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am constantly ********* ****** and they fail to do anything about it. One of the individuals has admitted to having another account banned completely on another server and I'm held accountable for blowing up back at them after continuous and non stop **********. I've lost resources I paid for because of this. Business Response /* (4000, 13, 2022/05/12) */ We would like to thank the customer for replying. Due to privacy reasons, we are unable to reveal any information that has to do with another customer's account. We can assure the customer that on our end, we investigate every report and we take action when necessary according to TOS. Consumer Response /* (4200, 15, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't mind trash talk about the game but I was subjected to days of trash talk by MAD players and others including sexual ********** and offline threats of saying they are outside my house. I was also told to quit the game and uninstall. I responded in turn and was banned and resources stolen by other players because of this that I'd paid for. I've not been reimbursed for those resources lost because of that and I've not been reimbursed for resources lost do to glitches in the game, including over 300 hours of speedups because of pop ups when targeted for attack that cause me to not to be able to escape because I'm stuck on a pop up. This company is absolute terrible customer service and still to this date has failed to even contact me. This company does not deserve a rating above "F". They've lost thousands of dollars in revenue from me since they have failed to make me whole.

• Initial Complaint

  03/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been playing a Scrabble game, owed by Scopely, for a few years. This is a game where players can interact with each other through chat. I noticed there are many fake profiles, with stolen photos, and players behind those profiles try to romance scam other players. I reported the issue to Scopely approximately 2 years ago, They answered that they are aware of that and will do something about that, but nothing has changed. Looks like there are more and more romance scammers every day. A player can report a profile to Scopely customer support, and I did it many times, but I never got a reply from customer support again, and I keep seeing those fake profiles continue to play and scam old naive vulnerable people. There is a particular profile I have reported 5 times so far. There is proof in chat that they are a scammer, but in vain, That person still plays and is very active, most of the time they are online. A romance scam is very harmful, people lose a lot of money and get emotionally hurt, and scammers are mostly praying for old, lonely, vulnerable people. ******** fraud center registered a reported loss of *********** due to a romance scam in 2021. In the ***, in 2021, some 24000 victims reported losing approximately ********** to a romance scam. That all may be underestimated, as people ate often reluctant to report this type of scam. But Scopely doesn't care to protect their customers. They even don't react when customers report fake profiles, they let them play and hurt other people. It is so non ethically and selfish, taking care only of their own profit, and not protecting customers who bring them that profit. I think somebody should talk to them about this issue. PS A screenshot shows an investment fraud scammer, not a romance scammer, but there is obvious proof that person is a scammer.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/04/21) */ Hello, At Scopely we have documented internal procedures for how we handle reports of inappropriate and offensive players, however the results of these investigations are not shared with players due to privacy concerns. We would like to thank this player for their report as it helps us continue to ensure a safe environment for all players. Consumer Response /* (3000, 7, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't expect you to share the result from investigation with me, I expect you to delete the fake skammer's profile right away!!! And you didnt do it, that person lingered around a long time after my report, and don't tell me that's not a scamer, it's so obvious! Even if they are not a scammer, offering other players to earn monny through a ******** is against your policy, against any web site policy! And same thing happend with other scammers I have reported, more then a hundred of them, you just don't care, you don't do any investigation at all and leave them playing and ripping off naive people, your customers!! Business Response /* (4000, 9, 2022/05/09) */ As mentioned in our previous response, we cannot disclose the outcome of such investigations into inappropriate and offensive players. We take great care in providing a safe environment for our players which is why we have procedures in place for handling such cases. Consumer Response /* (4200, 11, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, I dont expect you to share the outcome of investigation with me, I expect you to remove a scammer from the game as soon as possible, but you failed to do that, and that way, you jeopardized a lot of your customers!

• Initial Complaint

  03/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a in game purchase and I did not receive what was supposed to be delivered. I have tons of content to prove it. There response is I purchase something else. I don't get it, I sent them proof and Im still being ignored.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/12) */ Hi there, Can we please know which game the user was playing?

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint involves the mobile game, Star Trek Fleet Command. The problem began on March 8th, 2022. It started after an update to the game. The starship Discovery has the ability to "jump" instantly to another star system and then "summon" other ships to its location. These abilities cost "cultivated mycelium." I use officers that increase the efficiency of mycelium. The second error message suggested the use of different officers, which worked, but at a much higher cost. The first 2 times I contacted customer support, I recieve the same generic message that they were aware of the problem, but they didn't do anything. The third time, I told them that I was going to involve the BBB. They then ended and deleted the chat, so that I am unable to show you what they said. The summon ability is something I use many times a day, everyday. Mycelium was wasted jumping when I couldn't summon and more when I had to use officers that didn't have efficiency buffs. For my waste, trouble, and the rudeness of customer support I want to be compensated 100,000 cultivated mycelium.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/20) */ We would like to thank the customer for reaching out. We have located their previous communications with our team, and the information we've provided is correct. We'd like to point out that even though some issues can be resolved fast, others will take a while due to complexity or affected area. The issue the customer is experiencing is actively being worked on, and a fix will be available in one of the upcoming releases. We usually do not offer any compensation as this is not a blocker, meaning that the customers can still use this feature. We have made a one-time exception for the customer and sent 100.000 Mycelium to their account.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are continually having errors and ignoring them and it costs me time and money. Also excluded me from their silver surfer offer solely. Only person I know that couldn't buy it. Provided my credit card information to ****** who works closely with them. Created a fake fraud account on my credit card for Dec with my current credit which I got in February. Obviously a big oversight.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/04/07) */ Hello, In order to look into this further, we'd like to request that the user please submit a new ticket with their *** reference number so we can review their account. Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why do you want me to create a new request? I can provide everything right here. Business Response /* (4000, 9, 2022/04/20) */ Hello, We are requesting that the user please open an in-game ticket and reference their case number so we can locate their game account information and ticket history for review. Consumer Response /* (4200, 11, 2022/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has changed. The issues keep growing. I did what they asked just now.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trying to buy a totally rad web exclusive and offer and have received no help as usual from support. Everyone else I know is able to buy it. I just want my web store to function like everyone else's. This means I won't be able to buy any other offer through the web store. It's been a huge waste of my time constantly reaching out and getting no response.

  Business response

  04/06/2022

  Hi there,
  
  Can we please know which game the user was playing?

  Customer response

  04/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Marvel Strikeforce.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/04/06) */ Hi there, Can we please know which game the user was playing? Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) *******************

  Business response

  07/18/2024

  Hello,

  
  We  wanted to reach out and apologize for the delay in responding to your previous communication. 
  
  Your inquiry is important to us, and we would appreciate it if you could kindly reach out to us again to our CS team ******************************************************** at your earliest convenience.
  
  Thank you for your understanding and patience. We look forward to hearing from you.

  Customer response

  07/25/2024

   
  Complaint: 19304699
  
  I am rejecting this response because I have stopped playing this game due to all the frustrations. Also not happy that your people stole my credit card information. They listed a credit card I did not have at the time of transaction when I went through support, but one I had in the future. I saved the messages back and forth. Also had no help trying to get my account deleted. The help from your support is far less than adequate or compared to any of your peers. 
  
  Sincerely,
  
  *********************

  Business response

  07/25/2024

  Hello,

   

  Please note that we do not store user Credit Card information as that info is stored with the payment processor. We would be happy to assist this user with their account deletion request or other questions if they would please reach out to us at the provided customer service link.

   

  Thank you.

  Customer response

  08/05/2024

   
  Complaint: 19304699
  
  I am rejecting this response. ****** who was at least your payment process at the time did this. Its your companys website which is why I reached out to you all to fix this. Also taking about two years to reach back out after very lackadaisical support over email for both deleting my account and for you all stealing my card information isnt acceptable. I do have the message transcripts for both issues with support. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to delete my account as they have all of my financial information. When you go to customer support, they send you back to the main page in a circle. In other words, there is no customer support. I've sent requests to their main email page with no replies. I don't care about getting the **** they duped me into spending on this pay to play game. I just want to quit and have them delete my account information. They won't respond.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/03/30) */ Hello, We are happy to help this user with their request. For verification purposes, the user will need to submit their request either through an in-game ticket (found in the in-game settings) or through our web chat feature here: ********************************************************************************************** We look forward to hearing from this user and assisting them further. Consumer Response /* (3000, 7, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've tried to generate a ticket but the website doesn't allow it. I tried to send my information to the company direcctly and they wouldn't accept it. I did this several times before I decided to direct my complaint to an impartial arbitrator. The company isn't being fair by giving a standard response when they know their website doesn't work. After four pages, it takes you right back to where you started and nothing is accomplished. If it were as simple as the company suggests, I wouldn't have bothered the BBB. However, since they persist in using the same line, then I've no alternative than to seek compensatory damages. Business Response /* (4000, 9, 2022/04/12) */ Hello, We're sorry to hear that this user is having difficulty submitting their web request. They can also do submit their request through an in-game ticket by doing the following: -Launch the game -Tap on the icon in the upper right to open the Player Profile screen -Tap on Settings -Tap on Legal and Help -Tap on Help/FAQ -Tap on the Magnifying Glass to enter a search term such as "Deletion" -Tap on the Word Bubble to submit their request. Hopefully this helps! Consumer Response /* (4200, 11, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been waiting and waiting and waiting. I deleted the game and just want you to delete my account information. You certainly can access it if you need money from me. I've given you all the information about me from my name, my mailing address, my email address, my cell phone number - all of the information needed to fill out the application. Certainly if I was threatening your game members with death you'd find a way to delete my account. I would NEVER resort to such measures but I think you get the point. Just delete the **** account.

*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. ↩