Missing Golden Eagles Purchase – Payment Confirmed but Not Credited

Community Technical Support
1

Hello,

I would like to report a payment issue that has not been resolved through Support.

On August 1st, 2025 I purchased 25,000 Golden Eagles using PIX (via Mercado Pago / SafetyPay).

  • Amount: R$ 331,41
  • SafetyPay Código: 114179
  • Mercado Pago Tx ID: E10573521202507312325ytVkGmeWnIL
  • Gaijin Order ID (provided by Support): pay_1000068876_173143_USD

The payment was successfully processed (my bank and Mercado Pago confirmed it, and SafetyPay issued a receipt).
However, the Golden Eagles were never credited to my in-game account.

I have already provided full payment proof to Support, but the issue has remained unresolved for more than 3 weeks.

Facts:

  1. Support confirmed internally that Order ID pay_1000068876_173143_USD shows as “not finalized” in Gaijin’s system.
  2. Mercado Pago confirmed the funds were received by the recipient institution, and a refund was explicitly rejected.
  3. I also received a payment confirmation email to my Gaijin account email, which proves the payment request originated from Gaijin.

Also:

  • I have already provided full payment proof to Gaijin Support, including my bank statement and receipts from the payment provider (SafetyPay/Mercado Pago). Despite this, I was told that one of my payments shows as “not finalized” in Gaijin’s internal system and was advised to contact my bank for a refund.
  • I contacted my bank, but the refund request was explicitly rejected. The bank confirmed that the funds had already been transferred to the recipient institution.
  • I also contacted the payment provider (SafetyPay/Mercado Pago), but their support is only automated and did not resolve anything. I had no choice but to return to Gaijin Support.
  • Gaijin Support confirmed that the failed transaction corresponds to Order ID pay_1000068876_173143_USD, yet later I was told that unless I provide a different internal Order ID, they cannot assist me further. As a customer, I have no access to internal Gaijin IDs — this is data only Gaijin can see. I find it unreasonable that I am being asked to provide information I cannot possibly obtain, especially after Support already confirmed which Order ID was problematic.
  • This incident has now lasted over one month. During this time, I have received only a few short replies such as “please wait” or “we cannot assist without more information,” leaving me completely passive in the process.
    As a long-time player who has spent nearly $3,000 USD in the past month alone, I do not believe this level of customer service is acceptable.
    This is clearly a settlement/crediting issue between Gaijin and its payment partner, not on my side as the customer.

I kindly request escalation of this case and a resolution.
I can provide redacted copies of receipts again if needed.

Best regards,

2

This is not about gameplay, but a payment issue with Gaijin Support / SafetyPay.

I honestly don’t know how to move this forward anymore, or if there’s a community that can help me escalate this.

I have the complete bank payment records and receipts from Mercado Pago / SafetyPay proving that the transaction was successful, but Gaijin Support keeps giving me vague replies and pushing me back and forth without resolution.

Has anyone here experienced similar issues, and is there a way to get actual help from Gaijin beyond the standard support tickets?

4

Hi!
I talked with the support.
Please be sure to provide them all the information they asked for. Without it, they will not be able to help you.
Please be aware that no one on forum is able to help you, so please continue resolving this issue with Support.

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