Complaint about the Xsolla payment system in Path of Exile 2
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Hello!
I want to share my extremely negative experience with the Xsolla payment system, which is used as the primary payment method for Path of Exile 2. I have encountered three incidents that completely undermine my trust in this system: 1️⃣ First incident I made a donation to the game; the money was deducted from my card, but I never received the purchased pack. I contacted support immediately, and they promised a refund within 10 days. It has now been a month, and the money still hasn’t been refunded. UPD. After the post, I contacted support again, and they promised to return the first payment as soon as possible. 2️⃣ Second incident I decided to gift my brother a pack for Christmas. My money was deducted twice for a single purchase! 3️⃣ Third incident Today, I tried purchasing a pack upgrade. Once again, the money was deducted, but I did not receive the pack. Each time, I contacted the support service, where they sent me general answers or sent me an email. support@grindinggear.com . However, GGG's support representative, Ramon, has been ignoring my questions for almost a month now. At this point, I have lost over €50 and have not received any refunds to my bank account or PayPal. If my issue is not resolved, I will be forced to contact the police in my country to file a report for fraud and inform the relevant consumer protection authorities. I hope for a prompt resolution to this issue. If necessary, I will attach all screenshots of communication with support. Last edited by Demontino#3230 on Jan 18, 2025, 3:00:15 PM Last bumped on Apr 12, 2025, 11:47:30 AM
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UPD: Another issue with Xsolla and Path of Exile 2
Hello! Unfortunately, my negative experience with Xsolla continues. Today, I tried to purchase a supporter pack again. This time, I used a card from a different bank to rule out any potential issues with my previous transactions. However, the same thing happened: my transaction got stuck, the money was deducted, but nothing was credited to my account. I still believe that the €50 I previously lost will eventually be refunded. But please, Grinding Gear Games, take my money! Why can't I support the developers of a game I truly care about because of a flawed payment system? Xsolla continues to undermine user trust, and I sincerely hope you can address this situation. I urge you to take action and fix the payment process so these issues stop happening. One more сhat with support:
Spoiler
[MyNickName], [1/21/2025 5:27 PM]
Hi, my transaction is stuck [Transaction Number] Xsolla Support, [1/21/2025 5:27 PM] Mary Hello! Let me dive into this issue for you. It’ll just take a few minutes—thank you for waiting!🌟 Xsolla Support, [1/21/2025 5:33 PM] As I see your payment is proceeding at this moment. Please note that Cashbill payments are processed from several minutes up to 3-4 days as it’s a bank transfer option. Although the average processing time is no longer than 3 hours. So, when your payment will be fully processed, it will appear on your account! [MyNickName], [1/21/2025 5:35 PM] Okay, thanks Xsolla Support, [1/21/2025 5:36 PM] Mary You’re so welcome! Thanks for taking the time to chat. Hope you have an amazing day ahead! Xsolla Support, [1/21/2025 5:36 PM] Was it helpful? Send 1 for yes, and 0 for no. Thank you! [MyNickName], [1/21/2025 10:36 PM] Hi, my transaction still stucked [Transaction Number] Mori Dan, [1/21/2025 10:36 PM] already gone 5 hours Xsolla Support, [1/21/2025 10:36 PM] Hello! Let me dive into this issue for you. It’ll just take a few minutes—thank you for waiting!🌟 Xsolla Support, [1/21/2025 10:36 PM] Your payment may still have a pending status even if it was successful, as bank transfers and cash payments can take up to 5 days to process. Don't worry, once the payment is processed, the purchase will be visible in your account. Thank you for your patience! [MyNickName], [1/21/2025 10:39 PM] The discounts will end soon and I won't have time to buy the items, can you speed up the process somehow? Because the money was definitely withdrawn from my account. I can't wait 5 days [MyNickName], [1/21/2025 10:49 PM] Hello? Xsolla Support, [1/21/2025 10:50 PM] I’m sorry for the delay, and I really appreciate you hanging in there. You’re awesome! Xsolla Support, [1/21/2025 10:51 PM] Unfortunately it seems there is no action can be taken since the payment was not yet released to my system . Xsolla Support, [1/21/2025 10:51 PM] You can also confirm this matter with BLIK on what happened to your payment Last edited by Demontino#3230 on Jan 21, 2025, 4:56:23 PM
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DUDE... stop making purchases....
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I just want GGG to take my money!
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I fall into same problem with you, yesterday did purchase an early access, pay by card, money gone, but receive nothing at all.
Emailed support of GGG but now still waiting to be resolve. Really frustrated because I really to support GGG. |
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