Independent profile — not affiliated with Jagex

Jagex

Jagex Limited is the Cambridge, England company behind RuneScape and Old School RuneScape. This page explains Jagex's own refund, cancellation and support routes, the March 2024 UK ASA ruling about a RuneScape ad, its ownership record, Trustpilot as displayed on October 16, 2026, and 26 archive complaints from 2006 to 2012 about bans, hacked accounts and billing.

COMPLAINTS27
VERIFIED PHONE—
LAST CHECKED2026-10-16
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CONSUMER ALLEGATION

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 27 historical complaints about Jagex, published between 2006 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

EDITORIAL

Complaint Themes

Account ban, mute or suspension (keyword match, primary archive complaints)Account hacked, stolen or security (keyword match, primary archive complaints)Billing, charges or cancellation (keyword match, primary archive complaints)Customer support unresponsive or inadequate (keyword match, primary archive complaints)

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

EXTERNAL SOURCE

Independent Sources

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

Trustpilot: 275 reviews,
Trustpilot: 184 reviews,
VERIFIED

Contacts

VERIFIED

Locations

TypeAddress
HeadquartersGround Floor, One Granta Cambridge CB21 6DP
EDITORIAL

Jagex complaints: refunds, cancellations, bans and hacked RuneScape accounts

This page is about Jagex Limited, the Cambridge, England company that makes and sells RuneScape (RS3) and Old School RuneScape (OSRS), and also runs RuneScape: Dragonwilds, SCUM and Melvor Idle support pages. Jagex is a UK business. It is covered here because the archive posts below were written by players in the United States and Jagex sells memberships to U.S. players. Its Terms say they are "governed by the laws of England and Wales" and that "the courts of England will have exclusive jurisdiction" (Terms & Conditions, opened October 16, 2026). It is a different business from the sellers of RuneScape gold, items and accounts that appear in other archive posts.

Refunds. Jagex's Refunds page (opened October 16, 2026) says: "We'll review any refund requests for purchases made directly via Jagex within the last 6 months" and "Except where required by law, all refund requests are assessed on a case-by-case basis and will be at the sole discretion of Jagex." It also says: "If any part of a purchase has been used we cannot offer a full or partial refund." The page lists separate request routes: Steam for DLC purchases, Jagex through the "Talk to us" button for other direct purchases, and Apple, Google, BoaCompra or Go4Gold, and Axeso5 for purchases made through those providers. Terms section 14 lists cases where Jagex will not refund unless the law requires it, including accounts "Stopped" for rule violations, losses to other players inside the game, and cancelling "outside of a relevant cooling-off period".

Cancelling a membership. The Managing Subscriptions page says that for a character linked to a Jagex Account you log in to Jagex Account Management, open the "Subscriptions" tab and select "Manage"; subscriptions bought through Steam, Google or Apple are managed there, and a player without access to the character can use PayPal's subscription management. The Subscription Terms say renewal payments may be taken "up to 72 hours before" the current period ends, and that cancelling less than 72 hours before expiry "may still be charged". For mobile purchases the Managing Subscriptions page says "Please contact Apple or Google directly" and "we are unable to transfer purchases made via Apple or Google"; its purchase-transfer rules require that "Purchases must have been made within the last six months" and that "Purchases must be unused". The Subscription Terms also say you can keep benefits until the expiry date and that no refund is given for unused time "unless required by law".

Bans and hacked accounts. The Terms define "Stopping" an account as temporarily or permanently disabling, suspending, banning or muting it. Jagex's support site publishes a phishing notice (headed "26-JUN" when opened) saying "anything you download for RuneScape must be a subdomain of Jagex.com or RuneScape.com". Terms section 5 points to the Offence Appeal page and says "We will determine appeals at our sole discretion and our decision is final." That Appeal an offence article (updated September 29, 2026) says "You'll have the ability to appeal your offence twice", that the first two appeals are "manually reviewed by a JMod", and that "If an account has had a ban on it for 6 years or longer, then the account will not be recoverable." For an account whose registered e-mail was changed by a hijacker, Jagex has a separate account recovery appeal that says "you should receive an outcome e-mail within 24 hours". Payment, account and technical tickets go through the Support Centre at help.jagex.com ("we can only respond when a request is made via the correct Support Centre", per the Contact us page).

Escalating. Terms section 23 (the Terms page showed "Last updated 1 day ago" when opened on October 16, 2026) says that if you are unhappy with the outcome of a support complaint you can write to Jagex's registered office (Ground Floor, One Granta, Granta Park, Cambridge, CB21 6DP, England) marked for the attention of the "Customer Support Complaints Team" with your name, username, email, details and Jagex's earlier response. Jagex's Unpaid balance article says: "When a purchase is reported as unauthorised (or charged back) the funds will be returned and the account will be frozen" and "Chargebacks also incur additional fees from the payment provider, which are added to the balance." That article also says that if you think a third party made fraudulent payments, secure and recover the account first and then contact Support. This is Jagex's statement of its process, not advice. U.S. consumers can also report a business to the FTC at ReportFraud.ftc.gov; the FTC page states that it cannot resolve individual reports.

Parents. The Terms say users must be at least 13 and that "Parents and guardians are responsible for the acts of children under 18". The Parents' guide (opened October 16, 2026) gives a postal address for parental support (Parental Support, Player Support, Jagex Ltd, One Granta, Granta Park, Great Abington, CB21 6DP) and says Jagex will "only respond to messages from the legal parent or guardian". The Parents' guide to spending online says "If you notice an unexpected payment on your billing statement, it could mean that someone in your care has used your payment details without your permission", and suggests keeping payment cards safe, not saving card details in a shared browser, using a billing e-mail only the payer can access, and using the parental controls offered by Google Play and Apple for mobile purchases.

EDITORIAL

UK advertising regulator ruling on a RuneScape ad (March 2024)

On March 20, 2024 the UK Advertising Standards Authority (ASA) published a ruling on Jagex Ltd. The ASA upheld a complaint about a paid Facebook ad for RuneScape seen in September 2023 (promoting the Necromancy skill). The complainant, whom the ASA describes as an academic researcher in game regulation, argued the ad omitted material information about in-game purchases and random-item purchases (loot boxes). The ASA said the ad breached CAP Code (Edition 12) rules 3.1 and 3.3 (misleading advertising) and told Jagex to "ensure that ads for RuneScape disclosed the presence of in-game purchases and random-item purchases (loot boxes)".

Jagex's response, as recorded in the ruling, was that RuneScape is free to play, that the loot-box feature was a mini-game called Treasure Hunter, that the ad did not promote that mini-game, and that the linked landing page disclosed in-game purchases and displayed PEGI labels. The ASA accepted that the landing page disclosed this but held that the ad itself did not. This is a UK advertising-standards ruling about one ad; it is not a U.S. regulator action and the ruling does not describe any fine.

No FTC, CFPB or U.S. state attorney general action against Jagex was identified in the sources checked on October 16, 2026 (a search of CourtListener dockets and web searches, summarised under litigation record). That statement is limited to those searches.

EDITORIAL

Who runs RuneScape: Jagex Limited, ownership and games

Legal entity. Jagex's Terms say the products are provided by Jagex Limited, "a company registered in England and Wales (registered number 3982706)" with its registered office at Ground Floor, One Granta, Granta Park, Cambridge, CB21 6DP. Companies House (opened October 16, 2026) shows the company as active, incorporated on April 28, 2000, with SIC code 62011 (ready-made interactive leisure and entertainment software development).

What it sells. According to the Terms, the Jagex Products are the PC and mobile versions of RuneScape (RS3) and Old School RuneScape (OSRS). A membership bought for a character can be used across both games (Subscription Terms). Jagex's own pages say the company was founded in Cambridge by Andrew Gower and that RuneScape launched in January 2001; the company's Who We Are page also says the game has welcomed "over 300m accounts since launch" (a company statement, not independently verified).

Ownership. Companies House lists Janus Bidco Limited (company 15451932) as the person with significant control of Jagex Limited, notified September 6, 2024, with ownership of 75 percent or more of shares and voting rights; the previous holder on the register was June UK Bidco Limited. Janus Bidco's own controller on the register is Janus Midco Limited. Separately, on February 9, 2024 Jagex announced that CVC Capital Partners (CVC Funds) and Haveli Investments "agreed to acquire Jagex", and its release says "Jagex was acquired by Carlyle in 2021". The CVC press release names the buyer as "CVC Capital Partners Fund VIII" with Haveli Investments, names Carlyle as the seller, and says "The transaction is subject to customary regulatory approvals". The sources read do not state how the Janus companies relate to the CVC and Haveli funds, so this page does not describe that link.

Other studios. The CVC press release says "Jagex acquired Gamepires in 2022, the developer of SCUM" and that Jagex also acquired Pipeworks Studios in 2022.

Earlier name. Companies House lists a previous company name, MEAUJO (492) LIMITED, from April 28 to June 27, 2000. Jagex's Who We Are page gives both 2000 and 2001 as founding years; this page uses the incorporation date on the Companies House record.

EDITORIAL

Complaint record: archive posts and external profiles

Archive posts. usacomplaints.com has 26 approved posts, dated February 2006 to April 2012, whose subject is Jagex or RuneScape (the sellers of gold and accounts, and unrelated companies mentioned in the same posts, are not counted). One further near-duplicate post was excluded. The posts are individual allegations, not findings. Keyword counts across the 26 posts (a post can match more than one): account bans, mutes or suspensions - 9; hacked or stolen accounts and account security - 9; billing, unauthorized charges, cancellation or refunds - 15; unresponsive or inadequate customer support - 7. Several posts describe a 400-character limit on support forms, a practice that may no longer apply; the current Support Centre process is described above.

Trustpilot (as displayed on October 16, 2026): there are two separate profiles, shown separately and not combined. The RuneScape profile (www.runescape.com) shows 184 reviews and a TrustScore of 1.6, unclaimed, with 65 percent 1-star reviews. The page for www.jagex.com shows 275 reviews and a TrustScore of 1.1, with an unclaimed profile; the rating distribution shown was 95 percent 1-star and 2 percent 5-star. Trustpilot says it does not fact-check reviews. The page also carries a Trustpilot-generated summary of recent reviews; it is not reproduced here.

BBB. A BBB search for "Jagex" in the United States, run on October 16, 2026, returned no Jagex listing (results were businesses with similar names). A UK company would not necessarily have a U.S. BBB file; this is not a finding about the company. These counts come from separate sources and are not combined.

Company statement on bans. This is not litigation. Jagex has published a statement about player-ban investigations: its Regarding Recent Allegations page, in an update dated 21/07/2023, says "Our investigations confirmed that these bans were correct". That is Jagex's own account of its review.

EDITORIAL

Court record

A CourtListener caption search for Jagex on October 16, 2026 (newest first) returned 15 federal dockets. Metadata only, claims not read: Jagex Limited as defendant - Plutos Sama Holdings, Inc. v. Jagex Limited (C.D. Cal. 8:21-cv-00133, filed January 21, 2021, cause listed as 18:1962 Racketeering (RICO) Act, terminated December 19, 2022); ELANSARI v. JAGEX, INC. (E.D. Pa. 2:19-cv-03006, filed July 10, 2019, and 2:20-cv-00423, filed January 24, 2020, nature of suit listed as civil rights) and a related Third Circuit docket, 19-2696; ArtCraft Entertainment, Inc. v. Jagex Ltd. (W.D. Tex. 1:18-cv-01060, filed December 7, 2018, listed as other contract actions); and Chen v. Jagex Limited (D. Ariz. 2:11-cv-01802, filed September 14, 2011), whose docket lists the cause as Lanham Act trademark infringement (nature of suit 840 Trademark) and shows a notice of voluntary dismissal filed by the plaintiff on December 15, 2011. Jagex Limited as plaintiff - dockets from 2008 to 2012 (for example against Impulse Software and Does) and two N.D. Ga. dockets filed October 7, 2025 (1:25-cv-05759 and 1:25-cv-05960, captioned Jagex Limited v. A boat on a quiet lake, nature of suit 840 Trademark, no termination date shown). No U.S. consumer class action against Jagex was identified in the sources checked on October 16, 2026.

EDITORIAL

Is Jagex Legitimate?

Jagex Limited is a registered, active private limited company in England and Wales (number 3982706, incorporated April 28, 2000) with a published registered office in Cambridge, per Companies House and the company's Terms. The RuneScape games are published by that company, and its Terms, Subscription Terms, Refunds and Managing Subscriptions pages are live on jagex.com and runescape.com. The documented record includes a March 2024 UK ASA ruling about one RuneScape ad, a low Trustpilot score on an unclaimed profile as displayed on October 16, 2026, and archive complaints from 2006 to 2012 about bans, hacked accounts and billing. Jagex's refund and cancellation terms are discretionary and are quoted above so players can compare them with their own purchase.

PUBLIC RECORD

Court & Public Records

CaseAuthorityDatesTypeOutcomeSource
Chen v. Jagex Limited
Docket 2:11-cv-01802		U.S. District Court for the District of ArizonaDismissedDismissed

The CourtListener docket (opened October 16, 2026) lists the cause as Lanham Act trademark infringement (nature of suit 840 Trademark). It shows a complaint filed September 14, 2011 and a notice of voluntary dismissal filed by the plaintiff on December 15, 2011, with the case terminated by minute order on December 16, 2011.

Source
Plutos Sama Holdings, Inc. v. Jagex Limited
Docket 8:21-cv-00133		U.S. District Court for the Central District of CaliforniaFiledFiled — no final outcome recorded

Filed January 21, 2021; cause listed as 18:1962 Racketeering (RICO) Act; terminated December 19, 2022. CourtListener metadata only (opened October 16, 2026); the claims and any outcome were not read.

Source
Elansari v. Jagex, Inc.
Docket 2:19-cv-03006		U.S. District Court for the Eastern District of PennsylvaniaFiledFiled — no final outcome recorded

Filed July 10, 2019; nature of suit listed as civil rights; terminated July 15, 2019. A second docket, 2:20-cv-00423, was filed January 24, 2020 and terminated February 12, 2020, and a Third Circuit docket, 19-2696, was filed July 26, 2019 and terminated January 22, 2020. CourtListener metadata only (opened October 16, 2026); the claims and any outcome were not read.

Source
ArtCraft Entertainment, Inc. v. Jagex Ltd.
Docket 1:18-cv-01060		U.S. District Court for the Western District of TexasFiledFiled — no final outcome recorded

Filed December 7, 2018; nature of suit listed as other contract actions; terminated April 3, 2019. CourtListener metadata only (opened October 16, 2026); the claims and any outcome were not read.

Source
Jagex Limited v. A boat on a quiet lake
Docket 1:25-cv-05759		U.S. District Court for the Northern District of GeorgiaFiledFiled — no final outcome recorded

Jagex Limited is the plaintiff. Filed October 7, 2025; nature of suit listed as 840 Trademark; no termination date shown. A second docket with the same caption, 1:25-cv-05960, was filed the same day. CourtListener metadata only (opened October 16, 2026); the claims and any outcome were not read.

Source
VERIFIED

Company Relationships

  • Owned by: Janus Bidco Limited
  • Affiliated with: CVC Capital Partners
  • Affiliated with: Haveli Investments
EDITORIAL

Frequently Asked Questions

Who owns Jagex?

Companies House (opened October 16, 2026) lists Janus Bidco Limited as the person with significant control of Jagex Limited since September 6, 2024. On February 9, 2024 Jagex announced that CVC Capital Partners and Haveli Investments had agreed to acquire it, and CVC's release names Carlyle as the seller. The sources read do not say how the Janus companies relate to those funds.

How do I ask Jagex for a RuneScape refund?

Jagex's Refunds page says it will review requests for purchases made directly via Jagex within the last 6 months, case by case and at its sole discretion, and cannot refund a purchase if any part has been used. Requests are made with the "Talk to us" button on that page. Purchases through Apple, Google, Steam and other providers go through those providers.

How do I cancel a RuneScape or Old School RuneScape membership?

For a character linked to a Jagex Account, log in to Jagex Account Management, open the Subscriptions tab and choose Manage on the character. Jagex's page lists separate routes for Steam, Google, Apple and BoaCompra/PagSeguro purchases, and PayPal for players without access to the character. The Subscription Terms say cancelling less than 72 hours before expiry may still be charged.

Why was I charged after cancelling a membership?

The Subscription Terms say renewal payments may be taken up to 72 hours before the current term ends and that cancelling less than 72 hours before expiry may still be charged, with a contact-us route for a refund. A subscription bought through Apple, Google or Steam is billed by that platform and must be cancelled there. Jagex's Unpaid balance article says a charged-back purchase freezes the account and adds payment-provider fees to the balance.

What do Jagex's Terms say about banned or muted accounts?

The Terms define Stopping an account as temporarily or permanently disabling, suspending, banning or muting it, and section 14 says subscription amounts are not refunded when an account is Stopped for violating the Terms or game rules. Terms section 5 says Jagex determines appeals at its sole discretion and its decision is final. Jagex's Appeal an offence article describes two appeals and says a ban of 6 years or longer means the account will not be recoverable. Hijacked accounts have a separate account recovery appeal.

Where does Jagex say to get help with a hacked or phished account?

Jagex has a separate account recovery appeal for cases such as a hijacker changing the registered e-mail, and says an outcome e-mail should arrive within 24 hours. Its Contact us page says payment, account and technical issues are handled through the relevant Support Centre (help.jagex.com). Its support site also carries a phishing notice saying anything downloaded for RuneScape must be from a subdomain of Jagex.com or RuneScape.com.

What can a parent do if a child made purchases on RuneScape?

Jagex's Parents' guide points to a Parent's guide to spending online and gives a postal address for Parental Support (Player Support, Jagex Ltd, One Granta, Granta Park, Great Abington, CB21 6DP). The page says Jagex will only respond to the legal parent or guardian. The guide says an unexpected payment could mean someone in the payer's care used the payment details without permission. The Terms state that users must be at least 13 and that parents are responsible for children under 18.

What did the UK ASA rule about Jagex?

On March 20, 2024 the ASA upheld a complaint that a paid Facebook ad for RuneScape, seen in September 2023, omitted that the game includes in-game purchases and loot boxes, finding breaches of CAP Code rules 3.1 and 3.3. It told Jagex to disclose them in RuneScape ads. Jagex had argued the landing page disclosed them.