Paid $78.39 for Early Access Game, Now Locked Out — Xsolla Won’t Return My Money

Last year, I purchased an early-access game from Game-Labs through Xsolla for $78.39. At the time of purchase, the game was playable via Game-Labs’ own launcher.

About five months ago, the developer Game-Labs shut down its own launcher and moved the entire service exclusively to Steam. This completely removed my access to the game I had already paid for. To make matters worse, the same game is now being sold on Steam for about one-third of the original price ($25), which makes the situation even more frustrating.

After this change, when I logged into my Xsolla account, I saw a notification suggesting that I request a refund, clearly indicating that the system itself recognized the issue. However, despite this, neither Xsolla nor Game-Labs has refunded me or taken any action to resolve the issue.

I have repeatedly tried to contact Game-Labs by email, but I have received no response. Xsolla, on the other hand, has refused to process my refund, disregarding my rights as a paying customer.

I am requesting a full refund of $78.39 for a product I can no longer access and that is no longer being provided to me. I am aware that I am not the only person affected by this issue — there are multiple complaints about it on Reddit and other forums.

If this problem is not resolved promptly, I will escalate the matter to consumer protection authorities, including the Consumer Arbitration Board and international complaint platforms. I have all transaction records and correspondence to prove my claim.

I expect this issue to be resolved as soon as possible and for my refund to be processed without further delay.