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Wizards of the Coast Reviews, Complaints & Contacts

Wizards of the Coast LLC, a Hasbro subsidiary in Renton, Washington, publishes Magic: The Gathering (including Magic Online and MTG Arena) and Dungeons & Dragons. BBB rates it D- with 149 complaints, and Trustpilot shows 1.2 from 148 reviews. Four court matters involve it, two of them investor or data-breach cases against Hasbro, and four archived complaints date from 2008 to 2013.

REVIEWS & COMPLAINTS4on USAComplaints · none in 2023-2026 · latest 2013
WEBSITEcompany.wizards.com
HEADQUARTERSRenton, WA
PROFILE CHECKED
Submit a Complaint Read reviews & complaints ↓ Official website ↗

Contacts

Customer service & general contact

Cancel, billing & returns

Official website

Other contacts

Show all 11 contacts

Settlements & legal notices

Corporate & press

Privacy requests

VERIFIED

Locations

  • Headquarters1107 Lake Washington Blvd N, Ste 800, Renton, WA 98056
  • Mailing addressPO Box 707, Renton, WA 98057
EDITORIAL

Is Wizards of the Coast Legitimate?

BBB and Trustpilot figures

Legal name
Wizards of the Coast LLC
Founded
1990
Business type
Game publisher (Magic: The Gathering, Dungeons & Dragons, Magic Online, MTG Arena); a Hasbro subsidiary headquartered in Renton, Washington
Website
company.wizards.comSource: Wizards of the Coast company site, checked
Headquarters
Renton, WASource: BBB profile lists headquarters at 1107 Lake Washington Blvd N Ste 800, Renton, WA 98056-2502, checked
Owned by
Hasbro, Inc.Source: sec.gov, checked

Wizards of the Coast LLC is named as the contracting party in its Terms, states in its footer that it is a Hasbro subsidiary, and is placed in Renton, Washington by Hasbro's annual report; BBB lists a headquarters address and an LLC entity record. The complaints on this site and the BBB and Trustpilot figures describe customer disputes, mostly about accounts, support and refunds, which are allegations by individuals; the company's own policy pages set out its position on refunds, account enforcement and arbitration.

EXTERNAL SOURCE

Independent Sources

BBB
30 reviews · 149 complaints · BBB business grade D- · average customer rating 1.17 / 5
Figures checked
TrustpilotWizards of the Coast Reviews for www.wizards.com
148 reviews · TrustScore 1.2 / 5
Figures checked
EDITORIAL

Complaint Themes

Account bans and conduct enforcement (read by hand, 3 of 4 posts)Customer support responsiveness (read by hand, 2 of 4 posts)Free-trial / demo advertising of Magic Online (read by hand, 1 of 4 posts)

Themes, not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

4 complaints linked to the Wizards of the Coast profile are published on this site (2008-2013). None are from 2023-2026.

EDITORIAL

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

BBB. 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 July 16, 1999. BBB displays complaint text but notes it might not represent all complaints filed.

Trustpilot. 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. 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.

Had an experience with Wizards of the Coast? Tell other people what happened.

Submit a Complaint
EDITORIAL

Wizards of the Coast complaints: Magic Arena and Magic Online accounts, refunds, support and disputes

The company covered is 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 covered.

Where to start. Wizards' support site has a 'Submit a request' form 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'. The hours are 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 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. Secret Lair orders have their own store at secretlair.wizards.com/us and a separate support site at secretlair-support.wizards.com.

MTG Arena refunds. The Arena Refund Policy article 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'. Section 7.7 says 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, 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'. 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'. It also says 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'. It also says that 'All interpretation and enforcement of Wizards' policies is subject to Wizards' sole discretion'. 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. It also says you are not entitled to refunds on termination except where the law requires them.

Account changes. A banner on the Wizards company site 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.

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.

EDITORIAL

Regulator and company-level events: what was checked

Hasbro's June 28, 2026 quarterly report (Item 1, Legal Proceedings) and the court dockets listed show no FTC, state attorney general or other regulator order naming Wizards of the Coast LLC.

More on regulatorsShow less

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'. It also says 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. It also says 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 no such claim is made; 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).

EDITORIAL

Litigation record: cases found and what the dockets show

Court records

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 does not describe the claims or the settlement terms.

More on the lawsuitsShow less

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.). It is 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 [an individual plaintiff] in the U.S. District Court for the District of Rhode Island against Hasbro, Inc.' The suit 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.

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'. It 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.

The Hasbro matter names Hasbro, Inc.

PUBLIC RECORD

Court & Public Records

Fernandez Martinez v. Wizards Of The Coast LLC

Dismissed

U.S. District Court, S.D. New YorkFiled Decided Docket 1:25-cv-06072Source ↗

Dismissed

CourtListener shows nature of suit 446 (Civil Rights: Americans with Disabilities - Other). An October 27, 2025 order of dismissal says the court was informed the parties reached a settlement in principle and dismissed the action without prejudice to restoring it within 45 days. On December 12, 2025 the plaintiff filed a notice of voluntary dismissal under Rule 41(a)(1)(A)(i), 'with prejudice and without costs'. The docket text does not state the claims or the settlement terms.

West Palm Beach Firefighters' Pension Fund v. Hasbro Inc. et al.

Filed

U.S. District Court, S.D. New YorkFiled Checked Docket 24-cv-8633Source ↗

Filed — no final outcome recorded

Putative securities class action against Hasbro (Exchange Act Sections 10(b) and 20(a)) on behalf of purchasers between September 16, 2021 and October 26, 2023, alleging misleading statements about the growth and success of Magic: The Gathering card sets. An amended complaint was filed November 26, 2025 and defendants moved to dismiss on February 6, 2026; Hasbro's June 28, 2026 quarterly report says it intends to defend and cannot estimate a range of loss. An investor case against Hasbro, not a consumer claim; the allegations are unproven.

Standing v. Hasbro, Inc.

Filed

U.S. District Court, D. Rhode IslandFiled Checked Docket 1:26-cv-00219Source ↗

Filed — no final outcome recorded

Putative class action against Hasbro, Inc. that, per Hasbro's June 28, 2026 quarterly report, alleges 'injuries and damages arising out of Hasbro's cyber breach'. The CourtListener docket shows nature of suit 360 (P.I.: Other), three stipulations extending Hasbro's time to respond (latest September 9, 2026) and a stay entry on October 13, 2026. The defendant is Hasbro, Inc.; allegations only.

Chan v. Dungeons and Dragons Wizards of the Coast, LLC

Filed

U.S. District Court, S.D. New YorkFiled Checked Docket 1:26-cv-04680Source ↗

Filed — no final outcome recorded

Copyright suit (nature of suit 820) by an individual plaintiff; not a consumer claim. 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 ordered the case reopened 'for the limited purpose of adjudicating Defendant's Rule 11 motion'; Wizards' declaration supporting its motion for sanctions was filed October 14, 2026, and the plaintiff was directed to show cause by November 12, 2026 why a pre-filing injunction on new copyright claims in that district should not be entered.

EDITORIAL

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 February 25, 2026) reports a 'Wizards of the Coast and Digital Gaming' segment. It 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 May 1, 1990. The BBB profile also names a managing attorney and members as business management.

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.

VERIFIED

Company Relationships

  • Owned byHasbro, Inc.
EDITORIAL

Frequently Asked Questions

How do I contact Wizards of the Coast about an order or account?

The Wizards of the Coast support site has a Submit a request form (support.wizards.com/hc/en-us/requests/new) that starts with 'What would you like to contact us about?'. For MTG Arena purchases, the Arena support article says to click Submit a Request and choose 'Order Issues'. Wizards' Privacy Policy (section 13) publishes (800) 324-6496 for US/Canada and (425) 204-8069 for other countries, Monday to Friday 9-6 and weekends 10-4 Pacific, for privacy contacts; the support pages read did not list a phone line for orders or accounts. BBB lists (425) 226-6500 for the Renton headquarters.

Is there a union at Wizards of the Coast?

A National Labor Relations Board record, case 19-RC-385755 (Wizards of the Coast LLC), lists a petition filed April 27, 2026 for employees in Magic: The Gathering Arena at the Renton, Washington office. The tally issued June 23, 2026 counted 79 votes for the Communications Workers of America and 16 against, with 5 challenged ballots and 102 eligible voters, and a certification of representative was issued July 1, 2026.

How does Wizards of the Coast contact job candidates?

The Wizards of the Coast careers page says it will never use personal email accounts to contact candidates and that all its emails come from @wizards.com or @c.wizards.com addresses. It says it never asks for personal information such as birthdate or SSN, or for money, as part of the interview process, and does not conduct interviews using text-based chat apps such as Messenger or Telegram.

When will my Secret Lair order ship?

The Wizards of the Coast Secret Lair Shipping, Delivery, and Customs FAQ says an order can take up to 3 weeks to ship after the estimated release date in the order confirmation email. It also points to the Secret Lair Production and Shipping Status page for updates on drops. It says split shipping is offered at checkout for orders with different release dates, where available.

Can I get a refund for MTG Arena purchases?

Wizards' Arena Refund Policy article says Wizards reserves 'the right to deny refunds for purchases made in the MTG Arena store for any reason'. It also invites you to submit an Order Issues request if you had a problem with an order or believe a purchase was fraudulent. The General Terms, section 7.4, state that Virtual Currency and Virtual Items are not refundable 'except as expressly permitted by us'. Outcomes of individual requests are not published.

What can I do if my Magic Arena account was suspended or banned?

The Wizards of the Coast Arena Suspension Appeals article says to reply directly to the suspension or ban email with your appeal; the Conduct team 'will review every appeal that is submitted' but 'may not respond'. Magic Online is run by Daybreak Game Company LLC under Wizards' trademarks. Its Conduct Policy says to appeal through the conduct form with the subject 'Conduct Action Appeal', that there is no firm turnaround time, and that 'multiple appeals of the same issue will not be considered'. For an Arena error code 403, the Arena article says the account has been deactivated and to contact support. The Terms (section 16.2) allow Wizards to suspend or terminate accounts at its sole discretion and say refunds on termination are not owed except where the law requires them.

Do the Wizards terms require arbitration?

The Wizards of the Coast General Terms (last updated December 10, 2025) include a binding arbitration provision and class action waiver in Section 20, excluding residents of Quebec and the European Union. Disputes go to individual arbitration under JAMS rules after a written notice and 45-day informal period; small claims court is allowed for individual relief; and an opt-out by email to [email protected] must be sent within 30 days after you first agree. Read the live Terms for the exact conditions.

Is Wizards of the Coast the same company as Hasbro?

Wizards of the Coast LLC is described on its own footer as 'a subsidiary of Hasbro, Inc.' Hasbro, Inc. (Pawtucket, Rhode Island) is the publicly reporting parent and reports Wizards of the Coast and Digital Gaming as one of its segments. The Terms name Wizards of the Coast LLC, not Hasbro, as the contracting party.

What does BBB show for Wizards of the Coast?

The BBB file for Wizards of the Coast in Renton (category Games) carries a D- rating and is marked not BBB Accredited. BBB gives 'Failure to respond to 110 complaint(s) filed against business' as its reason. Its complaints tab counts 149 complaints over three years and 44 over twelve months, and its reviews tab averages 1.17 out of 5 across 30 reviews.

Is there a lawsuit or class action against Wizards of the Coast?

Four matters are listed for Wizards of the Coast. A 2025 S.D.N.Y. case, Fernandez Martinez v. Wizards Of The Coast LLC, was dismissed after the parties reported a settlement in principle and the plaintiff filed a voluntary dismissal with prejudice. Chan v. Dungeons and Dragons Wizards of the Coast, LLC (S.D.N.Y. 2026) is a copyright suit by an individual, voluntarily dismissed without prejudice and reopened for Wizards' sanctions motion. Hasbro reports a securities class action and a derivative action by investors about Magic: The Gathering card sets (investor claims against Hasbro, which the company says it intends to defend). It also reports a putative class action, Standing v. Hasbro, Inc. (D.R.I., filed April 16, 2026), over its cyber breach.

Was Wizards of the Coast affected by the 2026 Hasbro network incident?

Hasbro's Form 8-K (Hasbro is the parent of Wizards of the Coast) says it identified unauthorized access to its network on March 28, 2026 and would provide 'any notifications deemed necessary under applicable law'. Its quarterly report says order processing, shipping and invoicing were delayed, particularly in the Consumer Products segment. Neither states whether Wizards of the Coast accounts or customer data were involved, so no such claim is made. A putative class action against Hasbro over the incident, Standing v. Hasbro, Inc., is pending in the District of Rhode Island.