CitadelServers

After a year of being free from this company an accidental draw occured via PayPal. Should be simple right? I have no services with them, cancelled everything. So all I ask them is to review that transaction (gave them all the details) and return the funds that do not belong to them back. No such luck -- three days in and I had to launch ANOTHER PayPal dispute against them just to get my money returned.

Here's the last response I get -- keep in mind -- I HAVE NO SERVICES WITH THEM AND WANT NONE AS THEY ARE THE WORST:

Our terms clearly indicate that we do not process any refunds in any form. The best that we can provide you with are internal account credits that you may use for future billing transactions with us.

https://www.citadelservers.com/en-gb/terms-of-service
"16.5 Game Servers have a 3-day unconditional money back guarantee. If you find the services to be deficient or unsatisfactory, you are entitled to a full refund of the contract amount to your credit balance at Citadel Servers within the first 3 days of account setup. This does not include setup fees or add-ons to a gameserver. 'Early access' games or games identified as alpha\beta as stated on the steam store\the developer of the game which we provide as a gameserver service do not come under this money back guarantee. If you have an issue with one of these products please contact our support and we do what is within our power to resolve these issues for you."

I apologize but as you have already created a dispute with Paypal, the concern is now outside of our jurisdiction. In addition to that, our Master Billing Agreement, of which you have agreed to as well, indicates that reversals automatically suspends/terminates a client's communication with us as this action imposes negative impression on us as a vendor. Hence, we cannot assist you further on this. The responsibility to resolve the dispute is now between you and Paypal.

I think they should have more than "imposing a negative impression on us as a vendor" to worry about.

Stay away from this company.

Ok, so i have rented a valheim server with them in the UK ( London) and it's been running very well, super fast and they allow world importing via their game panel, best choice i made in awhile.

Charged twice! I paid for an invoice which isn't a problem for most services however I was charged again the next day. Upon contacting them I had to deal with 4 individual people all of which different views of my case. They agreed I had been charged twice and asked if I wanted a credit. I said no and asked for a refund. They refused and threw their bull crap tos in my face which I was clearly within my rights for a refund I had contacted them right away. Not days later. I have been fighting with them since the 7th and now they have suspended my server claiming overdue payment. So I get charged twice, get a credit forced on me AND my server gets suspended. They claim to have transferred me to their senior billing team but it's been 4 days since a reply and they suspended my service suspiciously after I opened an official claim with PayPal seems pretty sketchy I DO NOT recommend this service for anything they are horrid. They steal your money they overcharge you and refuse to help or be useful in anyway

Company does what it says on thr tin, thst is fast setup, great performance and friendly staff.

I recommend them

Unbelievable. I would have refunded if i could. These scumbags dont deserve one penny from you. Save yourself some grief and get a different host.

I started up with Citadel Servers last night. I signed up quarterly for two servers - so I'm out the cost of two servers for three months. They said they activated them but I couldn't access one of them. When I tried to get help through live chat, I was told I would have to submit a ticket. When I was talking with them before buying, I got this reply "Surely the fact you are talking to a live chat agent you might consider that our support times are better than survival servers" which implied that live chat was for actual service. I was told they had a Moneyback Guarantee but in fact, they offer credit for there service and do not actually refund you. After hours of back and forth and almost a day after I started, they finally activated my second server... After all of the problems I had though, I just want to move on. They won't refund though.
The user interface is not nearly as user friendly as the other hosts I've used (survival servers and arkservers.io)
I filed a dispute with PayPal but that has a month window and we registered a case with the Financial Ombudsman in the UK. This is a UK company called Server Solutions LTD with company registration number *******. They are registered in Bristol and the information about them can be found on UK companies House website ( companieshouse.gov.uk). They are a real company and maybe have provided services for people who were happy but if you aren't happy with their service, don't count on the promised guarantee.

I just rented a valheim server and it was fast setup, no waiting, got one with my mates and worked pretty damn good, these guys are the best

Great service, and help when needed. Site is set up nicely. Responses to my ticket and questions were fast and very helpful.

Wow where to start as they are so awful in all aspects Tech Support and Billing.
As for tech support it takes 24 hrs to respond, This is acceptable but they will respond usually with some dumb response that doesn't resolve the issue and then when you reply back that the issue is still not resolved they ignore you and close the case after 3 days for no response. They where the person who didn't respond. I had to re-open a ticket twice because they did not respond except for the very first BS reply. I finally got help after opening multiple tickets complaining about the horrible support. In Billing, Sales and Abuse before they resolved the issue.

Now for there billing tactics, When I signed up their system insisted I pay in British pounds. And I accepted. Well after the vote on Britain leaving the EU the pound dropped. So they figured the best way to handle a drop in revenue was to wait until my pre-approved payment went through and then immediately suspend my account saying I owed them money. I checked my paypal and I had payed them on time and the exact amount we had agreed on.
Well when I inquired what was going on they stated because of the drop in the pound they needed me to pay in US dollars sure it would still work out around the same in Canadian. The issue was I got no notice and was blind sided with this then my server was held in ransom until I payed them more, after I had already payed them in the currency the originally asked for. It took me three weeks to get this resolved. They finally dropped the extra charges for the month as long as I change my billing over to US which I agreed to, but I had payed for a full month and only got less than a week out of it, They refuse to compensate as there attitude was it wasn't there fault the Pound dropped. Well it wasn't my fault either. That is what happens when you pay in international Currency and it was their decision for me to pay in the Pound so as far as I was concern that was risk to take as I am sure if the Pound had gone up they would not of refunded me the difference.

So stay away from them.

I bought a Mordhau Server and haven't been able to use it at all. I contacted support hours ago and I'm still waiting.

Deutsche:

Hallo, Zunächst möchte ich festhalten, dass ich für diese Bewertung nicht bezahlt werde. Ich glaube, Zitadellen-Server sind ein großartiger Gastgeber, sie geben sich alle Mühe, um Ihnen zu helfen, was ich sehr zu schätzen weiß, wenn ich Fragen oder Probleme habe. Ich habe bisher einen AAA-Server und einen AAA-Server von ihnen gemietet und beide haben meine Erwartungen übertroffen.

Englisch:

Hello, Firstly I want to state that i am not paid for this review. I believe citadel servers is a great host, they go out of their way to help you, which i can fully appreciate when i have questions or issues. I have rented a counter strike server and a ark survival evolved server from them so far and both have exceeded my expectations.

Ordered servers from Citadel Servers many times, great support, great service, would highly recommend to anyone

As someone who owned their own GSP for several years in my much younger years, I have a lot of experience both hosting server and managing customer support. The level of support can be categorized as an absolute joke. The Valheim server I got came non-working out of the box, and I asked for my money back within 5 hours of ordering my server. They told me they wouldn't give me my money back and would only give me credit. Never in my life have I seen such an absolute crap return policy. Lesson learned; Read the fine print. Almost every other company offers you a 24-72 hour refund period so this crap doesn't occur but I can tell this is a common occurrence for them, probably because of their crap infrastructure. I went somewhere else and had a working server immediately after ordering. I created a dispute within Paypal and within an hour of doing so they suspended my service (So I only had it for about 12 hours total before it was suspended for "Non Payment") My Paypal case was denied because "Seller provided adequate tracking information for the order" - WHAT A PILE OF S**T DO NOT ORDER FROM CITADEL SERVERS. LOOK ELSEWHERE AND DON'T GET SCAMMED.