Xsolla is not fun to deal with.

[Woodpile101]

I purchased the game though Xsolla soft on 12-7 but I never received anything from them. I'm not sure if it was because I put a wrong email or what. They wouldn't tell me anything but its absolutely possible this was not their fault and mine.

I emailed them on the 9th to see if I could get help and the message said they would respond within 24 hours which they did.

"I'm very sorry for the delayed response. Have you been able to resolve this issue? If you still need help with it, please let me know by replying to this email."

So I replied back with "I have not been helped and the issue is not yet resolved."

No response. On the 13th I emailed them again to see if I could get a reply.

Finally on the 17th they replied. (So much for 24 hour response time)

"Hello! I see that the payment was successful on our end. I can help you submit a refund request if you like, I'm afraid that's all I can do to help. Thank you"

I would have rather have kept the game but since I couldn't I replied.

"Ok then refund it since we cant do anything else. Would really like the product but I understand."

They replied 2 days later and said they would be refunding it.

"Hello, friend! I'm sorry it happened like that. I understand you wanted the product.

Thank you for providing me with that information! I have sent your refund request. Usually, you will receive an update to the email associated with your account within 5 business days. I appreciate your patience in the meantime!"

So at this point I was waiting for the refund. I even got an email asking to review the closed request.

Then on the 20th I received a new email saying they needed my bank statement.

"Hello!

I am contacting you due to your refund request. As I see - you have stated "non-receipt" as a reason. I am happy to help you with this issue!

Could you please provide me with the bank statement for this purchase? After that, I will be happy to send you your key!

Thank you for your patience!"

So wait you resolved it saying you would refund it now you will get me the key but I have to give up my banking statement?

I purchased this though Amazon pay. So it will not be on my banking statement which I would not give them anyway.

So at this point I'm not sure if they plan to just help me get the key or are wanting to collect my banking info.

I asked them to just do the refund. I don't really trust them.

It could be maybe they are just still trying to help and there is a language barrier. Maybe they are asking for my recipe from Amazon? I'm not sure but I'm not giving them my banking statement.

Anyway just thought I should make this known for anyone who may purchase though them in the future.

Hopefully this issue will be resolved soon.

[nathalie.ross]

We would love to be of more help there, however, all we can do is ask you to keep requesting Xsolla for support with this matter and providing you with they key you bought.

[Woodpile101]

All good Nathalie. I didn't expect to hear from a developer. Was just wanting to warn people purchasing though them in the future.

I talked to Amazon and they told me if I didn't get the refund or product by the 22nd they could take care of it. I guess they have something written in the agreement with Xsolla that would allow them to force a refund.

I may end up going that route then just wait till the game is released on Steam to purchase it but I want to give Xsolla a little more time first.

[Usher]

just tell us your email, perhaps we can do something about this.

[Sabbath]

yeah i also had a huge issue dealing with them, after nearly a week after purchase i did get my key. But never did get any of the emails. They are still sending me emails i just ignore them at this point. oh i got my key by going into their live chat and jumping through some hoops to prove i bought it.

[RamboTristan]

yeah they are the worst never got my key either customer support is dumb and slow. wont resolve anything.

[Ben-Jee]

Hello there,
I couldn't buy the game because of Xsolla's issues for paiment (like a lot of people).I Tried yesterday but all keys are sold ,so unavailable. I have to wait for official early access to finally be able to play this game, sometime next year.

I read your story, and I'm almost glad I couldn't purchase it... So much troubles before paiment, but after this one, this is not so good too...

I wish you good luck :-)

[Woodpile101]

Thanks for the offer Usher but I would like to give them a bit more time. I don't want to waist anyone's time unless I have to. Plus I kind of want to see how long this will take them. lol

They replied over night with this.


"Sorry for the confusion, now I checked the payment method used and see that it's not a card.

However, 5 days is an estimated time for a refund request reviewal. This particular payment cannot be refunded as it falls out if the game's refund policy.

Could you please clarify if you wish to receive the key which you claimed as absent before?

Thank you."


So I replied and said "Yes I would prefer the key Babka."


Sabbath I didn't even know they had live chat. I was just given an email address. Thank you for mentioning it. I created a Xsolla account and added my transaction to it. I'm waiting in live chat now. It says 50 min wait time but that's better then waiting for an email.

Will post what happens next.

[Woodpile101]

Sabbath thank you. You saved the day. lol

After about an hour in chats they were able to resolve it for me. I got the key and activated it successfully.

[nathalie.ross]

Originally posted by Woodpile101:

Sabbath thank you. You saved the day. lol

After about an hour in chats they were able to resolve it for me. I got the key and activated it successfully.

Glad to hear that! If we can help in any other way, let us know!
And thank you Sabbath for helping out here! :)