Statement on Recent Pokémon GO Coin Reversals
Integrity in Business, Building a Healthy Market
This page explains what has been happening with coin reversals, the process that may be involved, and the steps you can take if you have been affected.
Published: 2025
What This Means
After a detailed investigation, these coin reversals were caused by certain competitors' upstream suppliers illegally using fraudulent payment methods. Our own store was not directly affected, but some of our Taobao store customers and merchants were caught up in it, and we will not stand by idly.
Announcement Summary
Scope
Some players had coins reversed; a number of our Taobao store customers and merchants were also affected.
Cause
Our investigation found it was caused by certain competitors' upstream suppliers illegally using fraudulent payment methods.
Our situation
Our store was not directly affected. If customers still have unresolved issues, we will do our best to assist.
Background
- The reversals were not caused by recent top-ups but by top-ups made months or even a year ago.
- Fraudulent-card top-ups mostly involve credit card fraud: the victim reports it to their bank, the bank then requests a chargeback from the game company, and the multi-party verification usually takes months or longer.
- Because of this long time span, misunderstandings have arisen between innocent merchants and affected consumers.
What Our Investigation Found
- As currently understood, the parties involved allegedly used combination top-ups (for example 14,500 coins plus 550 coins).
- Based on the information available, the 550-coin portion was suspected to be purchased with fraudulent cards, which led to the recent concentration of chargebacks.
This reflects what we currently know. The specific details are subject to official confirmation or further verification.
What to Do if Your Coins Were Reversed
- 1
Check the notice
Check any related in-game message and how your coin balance changed, and note when it happened.
- 2
Open Help
In game, go to the Poke Ball icon → Settings → Help.
- 3
Contact support
Contact official customer service and ask for the specific chargeback details.
- 4
Save your records
Save screenshots, order information, and any payment or refund records you already have.
- 5
Ask your seller
If the issue is still unresolved, contact where you purchased, or email us using the address below.
Please verify through official channels. Never send your account password, verification codes, or other sensitive login information to anyone.
Our Position
- The merchants involved have actively communicated with customers and provided compensation or refunds, which we acknowledge as responsible behavior.
- Using fraudulent payment methods is illegal in any country, and refunds or compensation alone cannot fully avoid legal risks.
- We hope the stores involved will refocus their efforts on consumers' real needs and rights protection.
- Although our store was not directly affected, we will not stand by idly. If customers have unresolved issues, please contact us.
About the Parties Involved
- We do not publish the list of parties involved: most affected consumers have already reached settlements with them, and kicking someone when they are down goes against our corporate culture.
- Over the past year some competitors have made false accusations about our store through social media; we have consistently chosen to ignore these.
- We respect legitimate competitive practices, but we firmly oppose damaging a competitor's reputation through false information.
May we work together to maintain a fair, transparent, and healthy Pokemon GO market.
Announcement Enquiries and Feedback
If you have questions about this announcement, or market information you would like to share with us, you can reach us at the email address below.