Ask for manual refund

[Newbell]

I would like to return a game that I have already exceeded the gameplay hours on. Specifically, Speedstorm. The reason I want to request a refund is because I bought the founder's package which included a series of tokens that promised to be able to purchase the season passes with them:

https://gameloft.helpshift.com/hc/en/68-disney-speedstorm/faq/3168-what-can-be-purchased-with-tokens/

Starting from the new update, it will no longer be possible. Only the season passes can be purchased with real money (Repaying and having tokens that I already bought with no value whatsoever). This makes the product I bought lose the functionality for which it was acquired. A scam.

I asked Steam for a refund and they told me they couldn't do it because it exceeded the gameplay hours. I insisted that the game developer company (Gameloft) sold me a product with false features and that constitutes fraud. And they told me okay, but I had to accept it from Gameloft.

I contacted Gameloft and told them that either they convert my tokens into coins that I could use to buy season passes, or they refund me the money.

They told me they could refund me the money but they can't because they don't have my payment details, and to contact the platform where I bought it (Steam)

I send them screenshots of the emails and ticket number with Gameloft, and they tell me it doesn't matter, that the gameplay hours have passed and there's no way they can refund me. Despite having Gameloft's approval. And not to contact them again because they will automatically reject it.

I have never returned any game. I also bought the founder's pass for Multiversus and even though the game closed and I lost the items from the purchase, I understood because in the end the game didn't work and it closed. But this case is different. Speedstorm still works but they have destroyed the product I bought to force us to buy it again.

https://kotaku.com/disney-speedstorm-golden-pass-token-changes-season-7-1851401421

https://www.ign.com/articles/disney-speedstorm-players-upset-as-dev-makes-battle-pass-only-purchasable-with-real-money

Do you think there is any way to solve this problem?

Thank you.

PS: I contacted the spanish support.

[nullable]

While it's clearly not ideal for the user. Unless the publishers update breaks some laws or terms of service, being unhappy entitles you to nothing. Valve are not the video game police and they can't just rule unilaterally.

Gameloft would have to authorize the refund, their support staff may not have the authority to do so. Or they may just not be inclined to do so. Referring you back to Steam is of course crappy customer service, but that doesn't entitle you to anything either.

All you can do is refer back to Steam and see how they respond. Lots of people have been complaining about this so it may stir up enough of a fuss to force some kind of resolution/compromise. Unfortunately you and your fellow Speedstorm players are likely going to have to fight for it and keep kicking up a fuss.

[Nx Machina]

You have 398 hours in the game and your first achievements was 19 April 2023 and why Steam Support told you no, due to the fact that it is outside the refund policy of within 2 weeks of purchase and with less than 2 hours gameplay.

Secondly Gameloft did not authorise the refund they simply told you to go back to Steam.

Originally posted by Newbell:

They told me they could refund me the money but they can't because they don't have my payment details, and to contact the platform where I bought it (Steam)

Gameloft needs to officially contact Steam Support and authorise refunds, as Warner Brothers did for Batman Arkham Knight.

[Newbell]

Originally posted by Nx Machina:

You have 398 hours in the game and your first achievements was 19 April 2023 and why Steam Support told you no, due to the fact that it is outside the refund policy of within 2 weeks of purchase and with less than 2 hours gameplay.

Secondly Gameloft did not authorise the refund they simply told you to go back to Steam.

Originally posted by Newbell:

They told me they could refund me the money but they can't because they don't have my payment details, and to contact the platform where I bought it (Steam)

Gameloft needs to officially contact Steam Support and authorise refunds, as Warner Brothers did for Batman Arkham Knight.

Steam told me to contact Gameloft to request a refund, so I did. I told Gameloft to either provide me with the season passes I could acquire with my current tokens, as that is the feature I have paid for, or refund my money. They told me to contact my platform (Steam) to request the refund. Why wouldn't Gameloft accept my refund if they have clearly told me to do it through Steam?

Or directly, instead of Steam telling me to close the ticket, they should tell me that they need Gameloft to be clearer, or that they should contact them directly.

I can send another email to Gameloft asking them to be more precise with their words or to instruct Steam to refund me. But Steam has not been clear in that regard, they have only closed tickets.


It just seems absurd to me that they sell you features, and then they take those features away and still argue that you've played for more than two hours. I could buy 20 keys for Counter Strike or Team Fortress, and the next day they tell me they no longer work to open chests. Or buy the latest Spiderman game, and halfway through the game, they remove the Spiderman game and instead install a Garfield game, making it impossible to play the game I had previously bought. And then the developer decides to put that Spiderman back on sale that I had bought? And still they won't take responsibility because I've played for more than 2 hours?

If that's the case, I'll stop insisting. But I thought Valve was a company that looked out more for gamers. And this maneuver by Gameloft is a scam, and you've sold us features that are not what the product we bought promises.

I always try to buy on Steam because I like it. It's the platform I like, and even though it often costs much more than buying from other stores, I always thought that in a situation like this, they would understand what's happening.

And I say, if they can't give me the refund, they shouldn't start playing games by telling me to contact Gameloft. If in the end I contact them, they ask me to return it to Steam, and they still close the tickets.

[Newbell]

Originally posted by no154370:

do OP even know this

1) Disney Speedstorm is a Free To Play Game

https://store.steampowered.com/app/1537830/Disney_Speedstorm/

no way can you request for a refund for in-game purchases since you already used those said in-game purchases on your characters in the game already.

As said. With the new update, those tokens that I bought will not be usable.

[no154370]

also, it is written here in the Steam Refunds FAQ

Refunds on In-game Purchases

Steam will offer refund for in-game purchases within any Valve-developed games within forty-eight hours of purchase, so long as the in-game item has not been consumed, modified or transferred. Third-party developers will have the option to enable refunds for in-game items on these terms. Steam will tell you at the time of purchase if the game developer has opted to offer refunds on the in-game item you are buying. Otherwise, in-game purchases in non-Valve games are not refundable through Steam.

https://store.steampowered.com/steam_refunds
------------------------------------------------------------

the Game Developer for Disney Speedstorm is not Valve Corporation but Gameloft.

since Disney Speedstorm is classified as "non-Valve developed game", then any purchases make within the game even through steam are non-refundable.

[Newbell]

Originally posted by no154370:

also, it is written here in the Steam Refunds FAQ

Refunds on In-game Purchases

Steam will offer refund for in-game purchases within any Valve-developed games within forty-eight hours of purchase, so long as the in-game item has not been consumed, modified or transferred. Third-party developers will have the option to enable refunds for in-game items on these terms. Steam will tell you at the time of purchase if the game developer has opted to offer refunds on the in-game item you are buying. Otherwise, in-game purchases in non-Valve games are not refundable through Steam.

https://store.steampowered.com/steam_refunds
------------------------------------------------------------

the Game Developer for Disney Speedstorm is not Valve Corporation but Gameloft.

since Disney Speedstorm is classified as "non-Valve developed game", then any purchases make within the game even through steam are non-refundable.

I know. This is the reason because i say that I already exceeded the gameplay hours on.
But don't you understand that they have sold me something false? That what I have bought, after a while they have decided that it is no longer worth it. No value at all. They are forcing me to buy it again if I want to get what I already payed for...

[no154370]

then take it up with Gameloft.

like i stated

1) Steam and Valve Corporation are not the Game Developer and Game Publisher of "disney speedstorm"

any in-game issues, take it up with the Game Developers.

Originally posted by Newbell:

I would like to return a game that I have already exceeded the gameplay hours on. Specifically, Speedstorm. The reason I want to request a refund is because I bought the founder's package which included a series of tokens that promised to be able to purchase the season passes with them:

https://gameloft.helpshift.com/hc/en/68-disney-speedstorm/faq/3168-what-can-be-purchased-with-tokens/

Starting from the new update, it will no longer be possible. Only the season passes can be purchased with real money (Repaying and having tokens that I already bought with no value whatsoever). This makes the product I bought lose the functionality for which it was acquired. A scam.

I asked Steam for a refund and they told me they couldn't do it because it exceeded the gameplay hours. I insisted that the game developer company (Gameloft) sold me a product with false features and that constitutes fraud. And they told me okay, but I had to accept it from Gameloft.

I contacted Gameloft and told them that either they convert my tokens into coins that I could use to buy season passes, or they refund me the money.

They told me they could refund me the money but they can't because they don't have my payment details, and to contact the platform where I bought it (Steam)

I send them screenshots of the emails and ticket number with Gameloft, and they tell me it doesn't matter, that the gameplay hours have passed and there's no way they can refund me. Despite having Gameloft's approval. And not to contact them again because they will automatically reject it.

I have never returned any game. I also bought the founder's pass for Multiversus and even though the game closed and I lost the items from the purchase, I understood because in the end the game didn't work and it closed. But this case is different. Speedstorm still works but they have destroyed the product I bought to force us to buy it again.

https://kotaku.com/disney-speedstorm-golden-pass-token-changes-season-7-1851401421

https://www.ign.com/articles/disney-speedstorm-players-upset-as-dev-makes-battle-pass-only-purchasable-with-real-money

Do you think there is any way to solve this problem?

Thank you.

PS: I contacted the spanish support.

and it is clearly shown on your original post here

you failed when you request for a Refund on Steam and from Gameloft

since it exceeded the Steam Refund policy and Gameloft Refund Policy.

[no154370]

you are blatantly ignoring the Refund Policy on Steam and the Refund Policy on Gameloft.

this thread is more or less a "bait and trolling" thread in a sort of way.

-------------------------------------------------------------------------

i can also easily tell you are trying to garner sympathy from others.

but when things don't go your way, you come "crying and shouting" about "unfairness and injustice".

[shiel]

Originally posted by no154370:

you are blatantly ignoring the Refund Policy on Steam and the Refund Policy on Gameloft.

this thread is more or less a "bait and trolling" thread in a sort of way.

-------------------------------------------------------------------------

i can also easily tell you are trying to garner sympathy from others.

but when things don't go your way, you come "crying and shouting" about "unfairness and injustice".

What sympathy could they possibly hope to gain with near 400 hrs in? I have put nearly 200hrs into Madden 24. It is an absolutely terrible game that I would never recommend to anyone, however, I would also never ask for a refund as I've clearly gotten my monies worth. I've also bought plenty of games that I have less than 20hrs in that I would 100% recommend and never ask for a refund on, as again, I've gotten my monies worth due to the quality of the game. OP seems to not understand that refunding is for a game which either doesn't work, or they just really don't like (which happens... I've bought games that I thought I would like even after looking up reviews/lets plays/etc which, once I actually played, I found didn't do it for me.

[no154370]

OP wants people to agree with him that

the refund policy on Steam and the refund policy on Gameloft are UNREASONABLE.

also, the game he mentions, it is a Free To Play Game some more.

[76561198970653281]

\)

[76561198970653281]

f

[Crazy Tiger]

Originally posted by Newbell:

Originally posted by no154370:

also, it is written here in the Steam Refunds FAQ

Refunds on In-game Purchases

Steam will offer refund for in-game purchases within any Valve-developed games within forty-eight hours of purchase, so long as the in-game item has not been consumed, modified or transferred. Third-party developers will have the option to enable refunds for in-game items on these terms. Steam will tell you at the time of purchase if the game developer has opted to offer refunds on the in-game item you are buying. Otherwise, in-game purchases in non-Valve games are not refundable through Steam.

https://store.steampowered.com/steam_refunds
------------------------------------------------------------

the Game Developer for Disney Speedstorm is not Valve Corporation but Gameloft.

since Disney Speedstorm is classified as "non-Valve developed game", then any purchases make within the game even through steam are non-refundable.

I know. This is the reason because i say that I already exceeded the gameplay hours on.
But don't you understand that they have sold me something false? That what I have bought, after a while they have decided that it is no longer worth it. No value at all. They are forcing me to buy it again if I want to get what I already payed for...

Contact your local consumer agency and see if something can be done about it. Valve themselves have no reason to refund you currently as your issue is with the publisher and not Valve, so you'll have to go a different route.