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Online Gaming
Chess.comThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/02/2025
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Chess.com banned my account falsely. They claim I have violated Fair Play Policies, however, I have maintain that I have not. My account name is/was: deez_knights_on_your_chin I have played chess on this website for years and I maintain that I have played fairly. I do not accept this unfair ban on my account and I would like to work with chess.com to resolve this situation. Please give me my account back that I have paid premium for years on. There are 10s of thousand of games that I have played that I wish to keep record of.Initial Complaint
12/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ive been told that I will be contacted within 1-3 days to cancel my membership after I lost my job and canceled chess.com for obvious reasons. I hope chess.com has a cancellation policy for those not in dire straights.Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My kid love chess. We got him a chess.com account *****************, email: ************************* with ****** service. Recently his account is suddenly closed by chess.com, claiming that he is cheating. He is just a 10 year old kid love chess, have no idea why chess.com closed his account. He is not cheating!!!I tried to call the company. But their customer service is nothing, but AI, not helping at all.I want the account to be re-activated with ****** service.Initial Complaint
05/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Chess.com has disabled my account on May 24th which would be yesterday. The claim was that I was in violation of their fair play policy. I believe that the claim is false. Reason for using BBB's platform is because Chess.com is not responding to my numerous inquiries about the choice that was made. I would like for Chess.com to provide proof of the claim and what evidence it has backing it. This act is a disparagement of my public image therefore I suggest Chess.com to review my profile again and to go over the complaint . I do believe that I know the user behind the complaint "***************". My request is that Chess.com re-enable my account or pay me a compensation as this is not acceptable.Initial Complaint
01/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have had a chess.com account for about a year, nearly. I was looking to get back into Chess as of recent, so I played a few games, about seven or so for about three days in a row. As of about two or three weeks ago, my account was closed suddenly, for "Fair Play Violations" and I don't understand why. I have tried to contact their support, I did get a response telling me I could request a new account or appeal, I appealed and I have not heard back for 12 days. I am wondering why they can't respond in a timely manner, and I would like an update or a solution to this problem.Initial Complaint
09/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I signed up for a monthly payment plan on www.chess.com with a 7 day free trial on Sept 17th, 2023. On September 29th, i attempted to log in and discovered my account was closed. Going into my email i recieved an email saying they closed my account on Sept 24th, 2023 due to "suspicious activity" of violating fair play policy (aka they accused me of cheating). I have never cheated. What i do do is place the same openings over and over and have for 1000's of games. I play and study chess daily. They provide no evidence or proof of burden off their accusation. What they did do is charge my credit card for a 1 year plan and then closed my account right afterwards.Initial Complaint
03/28/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I signed up for a one year account and was careful to cancel any auto renewal. Today I was notified they renewed my subscription and charged my Amex card $49 without my permission. I have called and emailed them for a refund but have not had any response.Initial Complaint
02/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I bought a 125 euro / 140 usd annual premium chess subscription for my p****** son. He was suspended two weeks later without any notice or explanation and the account closed without us being informed. Chess.com claims my son cheated but they offer zero evidence. His chess teacher also wrote to chess.com last week but we got no response. I'm asking for a refund. The account is under the email ***************** and the child's chess.com username is altaykora Thank you BBB!Initial Complaint
10/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Three months ago I was emailed a coupon code for a discounted membership to ********** so I took them up on it, I purchased the midline membership for *** a year retail. ************** they did not give me the discount price that I was quoted. ********* they did not upgrade my membership from the BASIC free membership either. Thirdly, what is supposed to be random, I have been assigned BLACK pieces every single match up. I have contacted them 8 different times and as a result of contacting them, I have had my account ********** I am tired of their games and at this point, I just want my money ********* They are a bunch of ***** and ****** and I will never do business with them again.Initial Complaint
07/22/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I am a subscribing member of this website and I have never been told or informed of any wrong doing on my end. I am a paying member and am unable to access tournaments. I have rarely used the services, however when trying to enter a tournament, I found out that my account is restricted. I am demanding a full refund of my subscription services due to the restrictions of my account and am not able to fully benefit from what I have paid for. This is wrongdoing by the company and I am EXTREMELY dissatisfied with my services. I have put up with threats, accusations, and verbal abuse from other members of this website and nothing has happened to them. There is no way to reach out to chess.com services and there has been no notifications whatsoever to any wrongdoings I have committed.Business response
08/10/2022
Business Response /* (1000, 8, 2022/08/08) */ Hello! First, my apologies for the delay! This just crossed my desk this morning. I see this was filed on 7/22. We first heard from **. ******* on that same day. We responded within 48 hours, agreeing to give a full refund and asking him for needed information to give that refund (at the time we were not aware of which account we needed to refund, and we needed to verify after we got the account that he was indeed the owner) . After several back and forth messages, we completed the authentication process within 24 hours, however, at this point, **. ******* felt that the support he got was sufficient, and asked NOT to get a refund. He was instead worried about a technical issue which was preventing him from watching specific tournament games on our site. He advises us that this issue has been resolved. I will include that correspondence hereI have redacted, and marked that redaction, where he provided us with personal information in one of his messages out of concern for his privacy. The eldest correspondence is on the bottom, and the conversation continues upward! I'm sure if you check in with **. ******* he will advise you that all is well and that we handled his issue promptly and professionally in this case. you replied Keep in touch if it happens again! Good luck in your tournaments! Customer viewed on Jul 27 @ 14:03 ********************************************************************************************************************************************************************************************************** First, an update here. I closed duplicated accounts made by you in 2021. None of them was used recently, so I think you will not mind. We do offer duplicate accounts so long as they're approved through us. Let me know if you want to open one and I can get you the duplicate account approval form. I think it's an automated abuse response, because I don't see any fair play block on tournaments. To be sure, can you let me know the error you get when you try to join a tournament? Or, if you want, I can join one as your account with our admin tool and get the error myself (although if we do end up joining the tournament I'll have to withdraw. Let me know, and we'll get you back up and playing tournaments quickly! ****** ******* replied Jul 25, 14:55 My apologies for being rude. I just wanted access to the tournaments to watch. If you look at my history, I don't understand why I was banned from tournaments. I only play 1-2 minute games and I only watch people play mostly. (REDACTED BY CHESS.COM TO PROTECT MEMBER PRIVACY) and I can't play chess much due to these issues. I don't want a refund. I just want to be able to watch the tournament games. Thats all I want. Consumer Response /* (2000, 10, 2022/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have reached a resolution.
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Customer Complaints Summary
16 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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