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Epic Games Reviews & Complaints

Epic Games is Epic Games, Inc. of Cary, North Carolina, creator of Fortnite and operator of the Epic Games Store. This page gives Epic's refund rules as published on its policy page, the FTC's 2022 COPPA and billing actions (a $275 million penalty and $245 million in refunds, with the claim window now closed), and the BBB and Trustpilot figures as displayed on 2026-10-20.

REVIEWS & COMPLAINTS1on USAComplaints · none in last 3 yrs · latest 2011
WEBSITEepicgames.com
HEADQUARTERSCary, NC
PROFILE CHECKED2026-10-20
Submit a Complaint Read reviews & complaints ↓ Official website ↗
EDITORIAL

Company Information

Legal name
Epic Games, Inc.
Founded
1991
Business type
Video game and software company headquartered in Cary, North Carolina; maker of Fortnite and Unreal Engine and operator of the Epic Games Store
Website
epicgames.comSource: BBB profile 'Visit Website', checked 2026-10-20
Headquarters
Cary, NCSource: BBB profile for Epic Games, Inc.: 620 Crossroads Blvd, Cary, NC 27518-6965, checked 2026-10-20

Epic Games, Inc. is listed by BBB as a corporation at 620 Crossroads Blvd, Cary, North Carolina, and the FTC describes it as the North Carolina-based creator of Fortnite. In December 2022 the FTC announced two actions against it with a combined $520 million in relief, and the FTC's Fortnite Refunds page reports 969,173 payments totaling more than $126 million sent in June 2025. BBB shows the business as not accredited with a B- rating as displayed on 2026-10-20, and Trustpilot shows an unclaimed profile. Complaints, reviews and agency allegations are accounts and claims, not findings about any individual purchase, and a refund request depends on the purchase type and the platform where the purchase was made.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBEpic Games, Inc., Cary, NC
101 reviews · 5,290 complaints · BBB business grade B- · average customer rating 1.35 / 5
Trustpilot
7,458 reviews · TrustScore 1.3 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 1 historical complaint about Epic Games, published in 2011. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

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Submit a Complaint

Contacts

Customer service & general contact

Settlements & legal notices

  • VerifiedFTC Fortnite refund administrator (claims closed)1-833-915-0880

Reference numbers (not support lines)

  • Listed by BBBBBB-listed phone (not a support line)919-854-0070
VERIFIED

Locations

  • Headquarters620 Crossroads Blvd Cary NC 27518
EDITORIAL

Epic Games and Fortnite: refunds, the closed FTC claims process and where to complain

This page was checked on 2026-10-20 from Epic's own refund policy and help pages, FTC pages and state and federal complaint pages. Keep order numbers, receipts and screenshots of any charge or support reply.

  • Epic Games Store purchases. Epic's Epic Games Store Refund Policy says: "PC and Mac products are eligible for a refund within 14 days of purchase (or 14 days after release for pre-purchases) if they are marked as 'refundable' or 'self-refundable'. However, you must have less than 2 hours of runtime on record." For mobile it says products are eligible "within 2 hours of purchase". "Self-refundable" purchases are refunded from the Transactions page of the Epic account; "refundable" ones through the Support Request form or, in the Epic Games Store Launcher, Settings, then Support, then Contact Us.
  • What the policy treats as non-refundable. The policy says: "subscriptions, in-app purchases, in-game items, consumable digital items, and virtual currency are usually non-refundable (unless required by applicable law). Gift purchases are non-refundable." It adds that a customer "may not be eligible for refunds if Epic determines that you are abusing the refund policy like repeatedly buying and refunding the same product".
  • Fortnite and other in-game purchases. Epic's refund policy says: "This means it also applies to in-game real-money purchases in Fortnite, Fall Guys, and Rocket League on PC, Mac, and mobile since they are powered by the Epic Games Store." It also says: "You will not be eligible for refunds for products you've been banned from or whose terms you've violated."
  • V-Bucks item returns in Fortnite. Epic's help article says players can cancel or return most Fortnite Item Shop purchases made with V-Bucks using "Cancel Purchase and Return Tickets": "Cancel Purchase is available for 24 hours after buying the item and as long as the item has not been used or equipped in any game mode." "Return Tickets can be used for eligible items bought within the last 30 days." Each account "starts with 3 Return Tickets", gets "1 new return ticket every 365 days", and "Epic Games Support cannot grant additional Return Tickets." The article lists items that cannot be refunded this way, including all Passes, Pass Levels, Gifted Purchases and purchases made in developer-made islands. In-game path given: Player Icon, menu, Support and Refunds, then Return or cancel purchase.
  • Purchases made outside Epic's checkout. The policy says "Epic cannot provide refunds for purchases made outside of the Epic Games Store". A help article says refunds for purchases on a console or directly from a mobile store "are determined by the refund policy of that store" and lists refund-support pages including those for Nintendo, Xbox, PlayStation, Microsoft Store, Steam, Apple and Google Play. The policy says real-money purchases made through a third-party mobile store, console store, or in-game/in-app checkout using a developer's own payment provider "are governed by the refund policy of your point of purchase".
  • The FTC Fortnite refund program. The FTC's Fortnite Refunds page says: "The FTC is no longer accepting claims" and "The deadline to file a claim was July 9, 2025." It adds: "We expect to send additional payments in 2026 after we have reviewed and validated all claims." The refund administrator's number on that page is 1-833-915-0880. The FTC's Refunds page says: "The FTC will never demand money, make threats, tell you to transfer money, or promise you a prize." The FTC's June 25, 2025 release adds: "The Commission never requires people to pay money or provide account information to get a refund."
  • Refund method. The policy says: "Purchases will be refunded to the payment method used to make the purchase whenever possible."
  • Hacked or locked accounts. Epic's account help page lists self-service tools including "Recover your account" and "Enable two-factor authentication" (epicgames.com/help).
  • Outside complaint routes. The North Carolina Department of Justice offers a general consumer complaint form and describes a mediation process (the office says it "cannot sue solely to recover your money or property"). Federal reports can be made at ReportFraud.ftc.gov. BBB accepts complaints through its profile.

For the BBB and Trustpilot figures, see the complaint-record section below; this page does not repeat them.

EDITORIAL

Complaint record: BBB, Trustpilot and this site's archive

BBB (profile for Epic Games, Inc., Cary, NC), as displayed on 2026-10-20: not BBB accredited; BBB Rating B-; "5,290 complaints in the last 3 years" and "1,141 complaints in the last 12 months"; customer reviews "1.35 /5 stars, Average of 101 Customer Reviews". BBB's profile also carries a government-action notice linking to the FTC's June 2025 refund release. BBB displays only some complaint texts and does not verify them.

Trustpilot, as displayed on 2026-10-20 for www.epicgames.com: 1.3 from 7,458 reviews, 788 reviews in the last 12 months; an unclaimed profile; Trustpilot states the company has "No history of asking for reviews", that reviews "may not be representative", and that it does not fact-check reviews.

These platform figures are shown separately and are not added to each other or to this site's archive. This site's archive: one 2011 post titled about a Gears of War 3 multiplayer level reset after 40 to 60 hours names Epic Games as the subject. One 2008 post (id 394721) names "Microsoft Game Studios, Epic Games" as the offender and describes a refund and support dispute over Gears of War for Windows; it is linked as a secondary mention and is not counted as Epic's own. Both are unverified consumer statements and are more than a decade old.

EDITORIAL

FTC actions against Epic Games, Inc. (December 2022; orders in 2023)

On December 19, 2022 the Federal Trade Commission announced two actions against Epic Games, Inc. involving Fortnite; its press release put the total at "$520 million in relief". Both are allegations resolved by orders; the quotes below are the FTC's own descriptions.

1. Children's privacy case (federal court). The FTC alleged that Epic violated the Children's Online Privacy Protection Act (COPPA) Rule by collecting personal information from children under 13 who played Fortnite, "a child-directed online service", without notifying their parents or obtaining verifiable parental consent, and engaged in an unfair practice by enabling real-time voice and text chat for children and teens by default. The Department of Justice filed the complaint and a stipulated order in the U.S. District Court for the Eastern District of North Carolina (Civil Action No. 5:22-CV-00518-BO). The FTC said Epic would pay "a $275 million monetary penalty for violating the COPPA Rule", must turn off voice and text communications by default for children and teens unless parents or teen users give affirmative consent through a privacy setting, delete certain previously collected data, and establish a privacy program with independent audits. The FTC's case page lists an "Order for Permanent Injunction and Civil Penalty Judgment (Entered by the Court)" dated February 7, 2023.

2. Billing and "dark patterns" case (FTC administrative order). The FTC alleged that Epic used "dark patterns" to trick players into unintended purchases, let children make charges without parental involvement, and "locked the accounts of customers who disputed unauthorized charges with their credit card companies". Under the consent order, Epic must pay $245 million "to refund consumers" and is prohibited from charging consumers through the use of dark patterns, from charging without affirmative consent, and from blocking consumers from accessing their accounts for disputing unauthorized charges. After five public comments the Commission voted 4-0 to approve the final complaint and order (FTC release of March 2023; the FTC file lists the final complaint and order on March 14, 2023).

Read the rest of this section

Refunds so far. The FTC says it sent 969,173 payments totaling more than $126 million in June 2025 to players who filed valid claims by February 14, 2025, (FTC release of June 25, 2025, which states that its first round in December 2024 was "629,344 payments totaling more than $72 million" and that the June 2025 announcement "brings the total amount of refunds the FTC has issued to consumers related to Epic's deceptive billing practices to nearly $200 million"). The claim window closed July 9, 2025 (see the first section).

What the orders say about admissions. The federal court order (Case 5:22-cv-00518-BO-RN, Document 15, filed 02/07/23) states at paragraph 3 of its findings: "Defendant neither admits nor denies any of the allegations in the Complaint, except as specifically stated in this Order." The FTC's Decision and Order (Docket No. C-4790) recites that Epic "neither admits nor denies any of the allegations in the Complaint, except as specifically stated in this Decision and Order" and that, only for purposes of that action, it admits the facts necessary to establish jurisdiction. Section II of that order says Epic is "permanently restrained and enjoined from denying, temporarily or permanently, a consumer's access to or use of his or her account, including any paid-for goods or services, for reasons that include the consumer's dispute of a Charge", and Section III.A requires payment of $245,000,000 to the Commission.

EDITORIAL

Federal court: United States v. Epic Games, Inc.

The FTC's case page for United States v. Epic Games, Inc. (E.D.N.C., Civil Action No. 5:22-CV-00518-BO) lists the complaint of December 19, 2022 and an order for permanent injunction and civil penalty judgment entered by the court on February 7, 2023; it shows the case status as "Pending" (last updated June 25, 2025 on the FTC page). The order text is quoted from the PDF linked on the FTC case page (ECF Doc. 15). The companion billing case is an FTC administrative proceeding (FTC File No. 1923203, Docket No. C-4790), not a court case, and is described in the FTC-actions section.

Apple Inc. v. Epic Games, Inc. (U.S. Supreme Court No. 25-1311). The Supreme Court's docket shows the petition "GRANTED limited to Question 1 presented by the petition" on June 30, 2026, with the petitioner's merits brief and joint appendix filed September 14, 2026 and respondent's brief due November 13, 2026 (as extended July 23, 2026); no argument date is listed on the docket as read on 2026-10-20. Epic is the respondent; this is an app-store matter between companies, not a consumer claim against Epic.

Contract terms. The Epic Games Terms of Service page as displayed on 2026-10-20 is titled "Epic Games Terms of Service for the EU" and shows "Last Updated: September 10th, 2026"; it says these terms "do not apply to Unreal Engine, the Epic Games Store, or Epic's marketplaces". Its Section 17 ("Binding Individual Arbitration; No Class Actions") says: "You may opt-out of the Binding Individual Arbitration requirement, but not the class action waiver set forth below in subsection 17.f, by sending written notice to Epic Games within thirty (30) days of signing up for the Licensed Products for the first time." Exceptions listed include "claims that are properly brought as individual actions in a small-claims court in the county where you reside or in Wake County, North Carolina" and "pursuit of authorized enforcement actions through a government agency". A 30-day informal resolution period starts after a written Notice of Dispute. The opt-out address given is Epic Games, Inc., Legal Department, ATTN: ARBITRATION OPT-OUT, Box 254, 2474 Walnut Street, Cary, North Carolina, 27518. Terms for the U.S. versions of other Epic products were not compared on this page.

PUBLIC RECORD

Court & Public Records

United States v. Epic Games, Inc.

Settled

U.S. District Court for the Eastern District of North CarolinaDocket 5:22-CV-00518-BOSource ↗

Settled

Civil-penalty and injunction case brought by the Department of Justice on behalf of the FTC under the COPPA Rule and the FTC Act, filed with a stipulated order. The FTC's case page lists an "Order for Permanent Injunction and Civil Penalty Judgment (Entered by the Court)" dated February 7, 2023, and the FTC's press release states a $275 million civil penalty. The FTC page shows the case status as "Pending". The order (ECF Doc. 15, filed 02/07/2023) states: "Defendant neither admits nor denies any of the allegations in the Complaint, except as specifically stated in this Order." Allegations are not findings.

EDITORIAL

Who operates Epic Games and Fortnite

BBB lists Epic Games, Inc., a corporation at 620 Crossroads Blvd, Cary, North Carolina 27518, and the FTC's 2022 release calls it "North Carolina-based" and the "creator of the popular video game Fortnite". BBB's 'About This Business' text (supplied by the business) describes Epic as "an interactive entertainment company and provider of 3D engine technology" that also develops Unreal Engine and operates the Epic Games Store and Epic Online Services. In BBB's page data the business started on 1991-01-01 and incorporated on 2004-02-10; the BBB file was opened 2003-04-25 (dates read from the page's raw data).

The FTC's 2022 release says Fortnite is "generally free to download and play but charges users for in-game items such as costumes and dance moves" and that the game "has more than 400 million users worldwide" (the FTC's 2022 figure). Epic's policy says console-store and third-party-store purchases follow that store's refund policy, while Fortnite real-money purchases through Epic checkout on PC, Mac and mobile fall under Epic's policy (see the first section). The one archive complaint that names Epic on this site (2008) concerns Gears of War for Windows and also names Microsoft Game Studios.

CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

EDITORIAL

Frequently Asked Questions

Who is Epic Games, Inc. and where is it based?

BBB lists Epic Games, Inc., a corporation, at 620 Crossroads Blvd, Cary, NC 27518-6965 (read 2026-10-20). The FTC's December 2022 release describes it as North Carolina-based and the creator of Fortnite.

How do I get a refund for an Epic Games Store purchase?

Epic's refund policy says PC and Mac products marked refundable or self-refundable are eligible within 14 days of purchase with less than 2 hours of runtime on record. Self-refundable purchases are refunded from the Transactions page of the Epic account; refundable ones go through the Support Request form or the Launcher's Settings, Support, Contact Us path (policy read 2026-10-20).

Can Epic refund Fortnite purchases made on a console or mobile store?

Epic's help article says refunds for purchases made on console or directly from a mobile store other than the Epic Games Store "are determined by the refund policy of that store" and that Epic does not have the ability to process refunds through payment systems it does not manage. Epic's refund policy separately says virtual currency is usually non-refundable unless required by applicable law.

Can I still file a claim in the FTC Fortnite refund program?

The FTC's Fortnite Refunds page says "The FTC is no longer accepting claims" and "The deadline to file a claim was July 9, 2025." It says: "We expect to send additional payments in 2026 after we have reviewed and validated all claims." The FTC lists the refund administrator's number as 1-833-915-0880 (read 2026-10-20).

What did the FTC's 2022 actions against Epic Games say?

The FTC announced two actions on December 19, 2022: a COPPA case in which Epic was to pay a $275 million civil penalty, and an administrative order requiring $245 million in consumer refunds over alleged dark patterns and billing practices. These are the FTC's allegations resolved by orders; see the FTC-actions section for exact descriptions.

How do I return a Fortnite Item Shop purchase made with V-Bucks?

Epic's help article says most Item Shop purchases made with V-Bucks can be cancelled or returned using "Cancel Purchase and Return Tickets". Cancel Purchase is available for 24 hours if the item has not been used or equipped; Return Tickets apply to eligible items bought within the last 30 days, with 3 tickets per account to start and 1 new ticket every 365 days. The in-game path is Player Icon, menu, Support and Refunds, Return or cancel purchase (article read 2026-10-20).

Can Epic lock my account for disputing a charge with my card issuer?

The FTC alleged that Epic locked accounts of customers who disputed unauthorized charges with their credit card companies, and its final administrative order bars Epic from blocking consumers from accessing their accounts for disputing unauthorized charges (FTC release, March 2023). Section II of the FTC's Decision and Order (Docket No. C-4790) says Epic is "permanently restrained and enjoined from denying, temporarily or permanently, a consumer's access to or use of his or her account, including any paid-for goods or services, for reasons that include the consumer's dispute of a Charge". How a specific dispute is handled depends on the facts.

Where can I file a complaint about Epic Games?

The North Carolina Department of Justice has a general consumer complaint form (Epic is based in North Carolina), federal reports can be made at ReportFraud.ftc.gov, and BBB accepts complaints through its profile. Start with Epic's own Player Support request so there is a record of the issue.

Is there an Epic Games phone number for support?

Epic's refund policy points players to the Support Request form and the Launcher's Contact Us path rather than a phone line. BBB lists (919) 854-0070 for Epic Games, Inc., but this site did not confirm it on an Epic support page, so it is shown as BBB-listed only.