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darrylf29

Darryl F.

Contributor Level

Total Points
102

1 Review by Darryl

10/6/21
• Updated review

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.

Tip for consumers:
Do not use this vendor

Service
Value
Shipping
Returns
Quality
Worst provider, just stay away as it is a scam
10/26/20
• Previous review

For those thinking of joining Citadel Servers -- don't. Rented a Subsistence Server from them that was not properly set up, wouldn't run in-game and gave errors despite saying it was running. Put in a ticket and waited with no reply when the server wouldn't work which was obviously a very urgent issue paying for something that doesn't even work on default setup. I had to delete all files they put on, download everything from the dev and setup myself to get it working halfway -- server still randomly stopped and started and kicked everyone from the game every 5-10 mins of play but we could log right back in as it was magically restarted and up. Finally after days of waiting for a reply and multiple ticket updates we get a one-line reply "random server stoppages should be fixed." No mention of all the crap I went through to set it up when they didn't do it in the first place. Also, you can forget a refund -- you get server "credit" -- why do I want credit on a service that is terrible to begin with? AVOID AT ALL COSTS - We will continue on our current payment until it runs out with them simply because we can't get a refund. I'll happily raise my review from 1 star if service gets better -- but I'm highly skeptical at this point. *Update: After about 3-4 days of it running decent it totally bombed again. Server totally crashes and gives errors, even when i go back to base install or my personal backup of the server -- it crashes. Waiting 2 days so far on a ticket to get it running again. Can I give this review no stars or negative stars?
*Update #2 - No response to any ticket to help with our server it's been almost 2 weeks -- they even closed one due to no response after a number of days when they didn't touch it -- the only notes on it are my updates and my issues? All we wanted was a server to play a game with a group of friends and it turned into three weeks of no server, issues and frustration with no responses from Citadel. Everyone stay away from this service, it's a clear scam.
Update #3 - A formal complaint was launched to PayPal to get a refund on this service. I can say that this was the quickest response I received from the company as they processed a refund, likely to get me out of their hair and I'm happy to be gone, in a matter of a day. My tickets were closed in the days following and I guess they have an automated process to solicit a review of how the ticket was handled. I assume this is just for show and won't be viewed by anyone seriously -- my response to Shea Sharrock who was handling my tickets was "I think the fact that I had to resort to a formal PayPal complaint against this company for the lack of support and lack of delivery of promised goods says it all. This was one of the single worst experiences I have had for trying to get a server/game/database loaded up and running from a third party company. I have moved to Nitrado and within 5 minutes I had bought, installed and was running my game on that server with no issues and it is still running!"
Update #4 - Formal complaint was launched and is now escalated to PayPal for resolution due to the lack of response from Citadel. They suspended my account quickly when this action was taken. This company has a history of doing this, please read all reviews and stay away.

Update #5 -- I thought I was done with this scamming server company after my PayPal resolution went through and I got my refund. A year later and they took another PAYMENT for a server I no longer have and an account I can no longer access on their site.

PLEASE IF YOU READ THIS STAY AWAY! WORST PROVIDER EVER.

Tip for consumers:
JUST AVOID -- don't work with this company

Products used:
Subsistence Server that NEVER worked

Service
Value
Shipping
Returns
Quality

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11/17/21

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5/13/21

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