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Under section 4. Manage your inventory in the Backpack of xsollas own terms of service, there is a disclaimer section and the 7th disclaimer named set your settings states:
7. Set your settings
71. The General Settings section allows you to manage your Wallet account details and contact info, such as name, email, phone, and shipping address. Here you can also change the language, request Xsolla Wallet records, export web3 wallet, OR DELETE YOUR XSOLLA WALLET.
On Saturday the 14th of February,2026 I went to the Xsolla wallet website and was automatically logged into an account I never used that also had no purchases. So I went to the general settings section to delete the account and there is no such option. So I reach out to Xsolla support who said :
“ Thank you for contacting Xsolla. We are fully GDPR compliant and can provide, correct, or delete your personal information as described in our Privacy Policy. Please note, before completing any requested actions, we will ask you to verify your identity by providing Xsolla payment receipts from your payment accounts).
If you like us to provide, correct, or delete your personal information, please verify your identity by sending the receipts from your billing account for Xsolla payments as image or PDF files to support(at)xsolla(dot)com and we will continue working on your case.”
I tell her I didn’t make any purchases so I don’t have any receipts to send and Xsolla support replies:
“ All you need to do is follow these steps and our agent will assist you accordingly.
Verify your identity by sending the receipts from your billing account for Xsolla payments as image or PDF files to supportxsollacom and we will continue working on your case.”
After I just told her I didn’t make any purchases. The chat is then closed and I open a new chat and explain that Xsolla terms say I can delete my account and that there is no option to which the new Xsolla support agent replies:
“ In our terms it says that your can request deletion of the account.
Which you already did, thank you for your request.”
In Xsolla terms it does NOT say request, it says the account can be deleted. Also, to be GDPR compliant you can’t force people to “request” their account deletion, they need to have the option to do so without being required to send in all kinds of information.
I then send this Xsolla support agent a screenshot of the Xsolla terms of service and she passes me onto a supervisor.
The supervisor immediately responds with:
“ I apologize.
Your deletion request should have been processed immediately. That was a mistake on our part, and I'm sorry for the frustration it caused.”
Xsolla is NOT gdpr compliant. I had to waste over an hour of my life dealing with 2 rude unprofessional women who refused to delete the account unless I played their silly game and then claim they are GDPR compliant. In the end, it was only because I was passed to a supervisor I got it deleted. Be careful with sending them data. As they seem to have a massive problem with people wanting it deleted. Their staff also send provocative messages masked behind friendliness. Such as “it says request, thank you for your request”. She wants to pretend she’s helping and also evade anyone knowing she’s instigating and being rude. I’ve deleted any payment cards I had on any game that uses Xsolla and switched to now payments thanks to these 2 women.
Xsolla will still have to pay them and they lose customers for Xsolla. I’m sure that’s what they were hired for and Xsolla is proud to lose all my gaming transactions to a competitor thanks to their employees! The manager/supervisor was cool but it shouldn’t have taken all this stress. I should have been able to tap a button and move on with life not sit in a chat queue arguing with rude people
I want to alert everyone about a troubling experience with a certain service. I have never utilized their platform, never signed up with them, and have no idea who they are. However, when I reviewed my card statement, I found their name appearing 15 times with identical charges of ₱6,062.01 each, amounting to ₱90,930.15 (approximately $1,600 USD). These charges are completely UNAUTHORIZED. I seldom use my card, and I usually receive email notifications for any transactions. In this instance, I received none. The fraud only came to my attention when I checked my statement. Upon reaching out to the service, they refused to reveal the identity of the fraudulent user and provided a vague explanation about “bank security checks.” Clearly, no proper security measures were in place—no legitimate user would charge a card 15 times for the same purchase. Rather than assisting the rightful cardholder, the service seems to be shielding scammers. Their unwillingness to provide documentation or transaction details raises serious concerns about their operations. This is not merely a case of poor customer service; it feels like a serious scam. I am reporting this incident to the appropriate authorities and escalating it with my bank.
Had a small hiccup with my FM26 beta purchase — got the receipt but no key, and nothing linked to Epic. I messaged support late at night and Vasya jumped in straight away. Super friendly, fast, and actually helpful — not a bot in sight.tracked down the missing key and sent it over within minutes. Turns out it should’ve arrived automatically, but sometimes it doesn’t. Glad Vasya was on it!Really appreciated the human touch — cheers Vasya, you made it easy.
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Xsolla gives video game developers, publishers, and platform partners access to the flexible tools, services, and collaboration needed to launch, monetize, and scale their games and products globally. Serving only the video game industry, the Xsolla product suite caters to businesses from indie to enterprise, with: Pay Station and its #1 Anti-fraud solution, Partner Network, Site Builder, Store, Login, and Launcher. Headquartered in Los Angeles, with offices worldwide, Xsolla operates as a merchant and seller of record for major gaming entities like Valve, Twitch, Ubisoft, Epic Games, and PUBG Corporation. For more information, visit www.xsolla.com.
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