Wizards of the Coast

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 4 historical complaints about Wizards of the Coast, published between 2008 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Banned for Hate Speech Then Vulgarity, Both DisputedPublished Jan 12, 2013 · Historical consumer allegation
• Account Removed After Another Player Harassed Me; Purchases LostPublished Dec 17, 2012 · Historical consumer allegation
• Accounts Terminated After Refund Request Over Chat MutingPublished Oct 11, 2011 · Historical consumer allegation
• Free Trial Advertised for Magic Online but Payment RequiredPublished Jul 2, 2008 · Historical consumer allegation

Complaint Themes

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.

Independent Sources

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

Contacts

• Wizards of the Coast (company site): https://company.wizards.com/en
• Wizards customer support: submit a request: https://support.wizards.com/hc/en-us/requests/new
• MTG Arena support (refunds, account support): https://mtgarena-support.wizards.com/hc/en-us
• Arbitration opt-out notices (Terms section 20.7): [email protected]
• Privacy Policy line, US/Canada (Mon-Fri 9-6 PT, weekends 10-4 PT): (800) 324-6496 1 complaint mentions this number
• Privacy Policy line, other countries: (425) 204-8069
• Renton headquarters line (BBB-listed): (425) 226-6500 3 complaints mention this number

Locations

Wizards of the Coast complaints: Magic Arena and Magic Online accounts, refunds, support and disputes (checked October 16, 2026)

This page is about Wizards of the Coast LLC, the publisher of Magic: The Gathering (including the digital games Magic Online and MTG Arena) and Dungeons & Dragons. Its site footer says it is 'a subsidiary of Hasbro, Inc.' Hasbro is a separate company and is not the subject of this page.

Where to start. Wizards' support site has a 'Submit a request' form (opened 2026-10-16) that asks 'What would you like to contact us about?' before showing the fields for that topic. For MTG Arena, the Arena support site is at mtgarena-support.wizards.com. Wizards' Privacy Policy ('Last Updated: January 9, 2025', section 13 'Contact Us') publishes phone numbers, 'US/Canada: (800) 324-6496 Other countries: (425) 204-8069', with hours of Monday through Friday 9:00 am to 6:00 pm Pacific Time and weekends 10:00 am to 4:00 pm Pacific Time; the same toll-free number appears as the IP agent's telephone in the General Terms (section 17). That section is about privacy questions and complaints; the support pages read on 2026-10-16 did not list a phone line for order or account issues. BBB separately lists a Renton headquarters number, (425) 226-6500, which is a BBB-listed number.

MTG Arena refunds. The Arena Refund Policy article (shown as 'Updated 3 months ago' when opened) says: 'Per sections 7.4 and 21.4 of our Terms of Service, we reserve the right to deny refunds for purchases made in the MTG Arena store for any reason.' It adds that if you had a problem with your order or believe a purchase was made on your account fraudulently, you should click Submit a Request and select 'Order Issues' in the 'What would you like to contact us about?' menu. The General Terms say in section 7.4 that you have 'no ownership or other property interest in any Virtual Currency or Virtual Items' and that refunds for them are not available 'except as expressly permitted by us', and in section 7.7 that 'All payments are nonrefundable and nontransferable except as expressly provided in these Terms.' The Arena Refund Policy article cites 'sections 7.4 and 21.4 of our Terms of Service'; in the Terms as opened on 2026-10-16, section 21.4 is headed 'Real-Money Transactions in Alpha/Beta Tests'. Section 7.8 gives residents of the European Union a right to withdraw from a purchase of Virtual Currency or Virtual Items 'within 14 days', subject to the conditions stated there; it is written for EU residents.

Suspensions and bans. For MTG Arena, the Suspension Appeals article says: 'If you have received an email informing that your account has been suspended or banned, reply directly to that email with your appeal. The Conduct team will review and process your request. Please be aware that the Conduct team may not respond but will review every appeal that is submitted.' Magic Online is run by Daybreak Game Company LLC under Wizards' trademarks: the Magic Online Conduct Policy page (posted Apr 07, 2022) opens 'As part of Daybreak Games' dedication to creating safe and accommodating places to play Magic, Magic Online takes violations of the Daybreak Code of Conduct seriously', the form needs a 'Daybreak Help account', and the page footer says the Magic and Wizards of the Coast logos are trademarks of Wizards of the Coast LLC 'used with permission'. That policy says a player who feels action on their account is unwarranted can appeal, to use the subject 'Conduct Action Appeal', that appeals go to senior support, that 'we cannot commit to a firm turnaround time' and that 'the final ruling is at the sole discretion of the investigating support representative and multiple appeals of the same issue will not be considered'. For Arena, the article on Error Code: Forbidden (403) says 'it means your account has been deactivated' and to 'contact us to discuss this with our support team'. The Wizards Code of Conduct (marked 'Last Updated: June 1, 2022') says failure to meet its requirements may result in 'loss or termination of all Wizards accounts that you own' and that 'All interpretation and enforcement of Wizards' policies is subject to Wizards' sole discretion'; as opened on 2026-10-16 it does not describe an appeal process itself. Section 16.2 of the Terms lets Wizards suspend, terminate or delete an account 'at any time and at its sole discretion' for reasons including breach of the Terms or the Code of Conduct, and says you are not entitled to refunds on termination except where the law requires them.

Account changes. A banner on the Wizards company site on 2026-10-16 reads: 'A new account experience is coming to Wizads [sic] Accounts, rolling out across more Hasbro and Wizards brands starting October 7, 2026.' Keep your own records of purchases and support tickets before contacting support.

Formal disputes. The General Terms ('Last Updated: December 10, 2025') contain a binding arbitration provision and class action waiver in Section 20, which does not apply to residents of Quebec or the European Union. As opened on 2026-10-16: disputes go to individual arbitration before JAMS; a written notice and a 45-day informal-resolution period come first (section 20.2, notice to 'Wizards of the Coast LLC, PO Box 707, Renton, WA 98057-0707 Attn: Legal Department'); either party may choose small claims court for individual relief; you may opt out of arbitration by email to [email protected] 'no later than 30 days after you first agreed' (section 20.7); section 20.3 says that if 20 or more similar Disputes are submitted by or with the assistance of the same law firm, they are handled under the JAMS Mass Arbitration Procedures and the arbitrator batches them; Massachusetts law governs (section 19.1), except for California residents whose Disputes are subject to arbitration under Section 20. Read the live Terms before relying on this summary.

Regulator and company-level events: what was checked

No FTC, state attorney general or other regulator order naming Wizards of the Coast LLC was identified in the sources opened for this page on 2026-10-16 (Hasbro's June 28, 2026 quarterly report, Item 1 Legal Proceedings, and the court dockets listed on this page). That is a statement about those sources only, not a statement that no such action exists.

Hasbro network incident. Hasbro's Form 8-K filed April 1, 2026 (Item 8.01) says: 'On March 28, 2026, Hasbro, Inc. ... identified unauthorized access to the Company's network' and that it 'will take additional actions as appropriate based on its review and findings, including providing any notifications deemed necessary under applicable law.' Hasbro's quarterly report for the period ended June 28, 2026 (Note 2, 'Unauthorized Network Access') says: 'In late March 2026, the Company identified unauthorized access to its network.' It says Hasbro took certain systems offline, used manual ordering and processing procedures, and that the effects included 'order processing, shipping, and invoicing delays', 'particularly within the Consumer Products segment', and incremental expenses of approximately $10.8 million in the quarter. The 8-K and the note as read do not say whether Wizards of the Coast accounts or customer data were affected, and this page does not assert that they were; check Wizards' and Hasbro's own notices if you received one. A putative class action over the incident was filed against Hasbro (see the litigation record).

Where to complain. Beyond the company, the Washington Attorney General (Wizards is headquartered in Washington) runs an 'informal complaint resolution service' with an online general consumer complaint form; its page says that 'If a business refuses to respond or to make an adjustment, we cannot compel them to do so.' Your own state attorney general's consumer office is another route. A complaint to BBB is separate (see the complaint record below).

Company background: who Wizards of the Coast is

Wizards of the Coast LLC is named in its General Terms as the party you contract with for its websites, games and services. Its footer calls it 'a subsidiary of Hasbro, Inc.' Hasbro's 10-K for fiscal 2025 (filed 2026-02-25) reports a 'Wizards of the Coast and Digital Gaming' segment and says Hasbro leases about 111,000 square feet in Renton, Washington, 'the principal headquarters for the Wizards of the Coast and Digital Gaming segment', plus 70,000 square feet in Montreal used primarily by that segment.

BBB lists the business as a limited liability company with 'Wizards of the Coast LLC' as an alternate name and describes it (company-supplied text) as the company behind Magic: The Gathering, Dungeons & Dragons, Avalon Hill and Duel Masters. BBB's raw data lists incorporation on 1990-05-01. The BBB profile also names a managing attorney and members as business management; this page does not list individuals.

Hasbro's Form 8-K filed July 27, 2026 (Item 5.02) reports a transition of the company's President of Wizards of the Coast, who was to serve in that role through September 1, 2026 and then become an advisor, with a successor to be onboarded.

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

BBB (as displayed on 2026-10-16). The BBB profile for Wizards of the Coast, Renton (category Games) says the business is 'NOT a BBB Accredited Business'. It shows a BBB Rating of D-, with the stated reason 'Failure to respond to 110 complaint(s) filed against business'; the complaints tab shows '149 total complaints in the last 3 years' and '44 complaints filed in the last 12 months'; the reviews tab shows 1.17 out of 5 stars from 'Average of 30 Customer Reviews'. BBB's raw data lists the BBB file opened on 1999-07-16. BBB displays complaint text but notes it might not represent all complaints filed.

Trustpilot (as displayed on 2026-10-16). The Trustpilot page for www.wizards.com shows 148 reviews, a score of 1.2, and the label 'Unclaimed profile'. Trustpilot's page says it does not fact-check reviews.

This site's archive. Four complaints in this site's archive, dated 2008 to 2013, are about Wizards of the Coast: one (2008) about the Magic Online free-trial/demo claim and requests for payment, and three (2011 to 2013) from Magic Online players about accounts that were banned or terminated, conduct-team decisions and support responsiveness. These are individual accounts that have not been independently verified. The figures above come from separate sources and are not added together.

Litigation record: cases found and what the dockets show

Fernandez Martinez v. Wizards Of The Coast LLC (S.D.N.Y. 1:25-cv-06072). The CourtListener docket lists a complaint filed July 24, 2025, with nature of suit '446 Civil Rights: Americans with Disabilities - Other'. CourtListener shows a termination date of October 27, 2025. On that date the court entered an order of dismissal stating that it 'has been informed that the parties have reached a settlement in principle', without prejudice to restoring the action within 45 days; on December 12, 2025 the plaintiff filed a notice of voluntary dismissal 'with prejudice and without costs'. The docket text read does not describe the claims or the settlement terms.

Securities class action involving the Magic business. Hasbro's quarterly report (Item 1) describes West Palm Beach Firefighters' Pension Fund v. Hasbro Inc. et al., 24-cv-8633 (S.D.N.Y.), a putative securities class action filed November 13, 2024 under Sections 10(b) and 20(a) of the Exchange Act on behalf of purchasers of Hasbro securities between September 16, 2021 and October 26, 2023. It alleges false or misleading statements about the growth and success of Magic: The Gathering card sets. Defendants moved to dismiss the amended complaint on February 6, 2026, and the company says it 'intends to vigorously defend'. A related derivative action, Sbriglio v. Stoddart et al., PC-2025-04400 (Providence, R.I. Superior Court, filed August 19, 2025), has been stayed by stipulation pending the motion to dismiss. These are investor cases against Hasbro and its officers and directors, not consumer claims, and they are allegations.

Standing v. Hasbro, Inc. (D.R.I. 1:26-cv-00219). Hasbro's quarterly report (Part II, Item 1, 'Other Matters') lists 'a recently filed putative class action suit filed by Sheila Standing in the U.S. District Court for the District of Rhode Island against Hasbro, Inc.' that alleges 'injuries and damages arising out of Hasbro's cyber breach'. The CourtListener docket shows it filed April 16, 2026, with three stipulations extending Hasbro's time to respond (the latest September 9, 2026) and a stay entry on October 13, 2026. The defendant is Hasbro, Inc.; the report does not say that Wizards of the Coast customers are class members. The allegations are unproven.

Chan v. Dungeons and Dragons Wizards of the Coast, LLC (S.D.N.Y. 1:26-cv-04680). A copyright suit by an individual plaintiff, filed June 3, 2026 (nature of suit 820). On September 21, 2026 the court construed the plaintiff's letter as a notice of voluntary dismissal, without prejudice. On October 7, 2026 the court directed the Clerk to reopen the case 'for the limited purpose of adjudicating Defendant's Rule 11 motion' and set November 12, 2026 for the plaintiff to show cause why a pre-filing injunction on new copyright claims in that district should not be entered; Wizards' sanctions motion was filed September 3, 2026. This is not a consumer claim.

No consumer class action naming Wizards of the Coast LLC as a defendant was identified in the dockets and filings opened for this page on 2026-10-16; the Hasbro matter above names Hasbro, Inc.

Is Wizards of the Coast Legitimate?

Wizards of the Coast LLC is an identifiable operating company: its Terms name it as the contracting party, its footer states it is a Hasbro subsidiary, Hasbro's annual report places the segment headquarters in Renton, Washington, and BBB lists a headquarters address and an LLC entity record. The archive complaints and BBB and Trustpilot figures above describe customer disputes, mostly about accounts, support and refunds, which are allegations by individuals; the company's own policy pages quoted above set out its position on refunds, account enforcement and arbitration. This page does not give the company a rating.

Court & Public Records

Company Relationships

• Owned by: Hasbro, Inc.

Frequently Asked Questions