Epic Wallet Complaints Handling Policy

We take your concerns related to your Epic Wallet seriously, if you have any issues or complaints regarding the Epic Wallet:

  1. Submit a Support ticket
    1. Via the online form: https://www.epicgames.com/customer-service
    2. If your complaint requires review by our legal team please send a letter to Epic Games, Inc., Legal Department, ATTN: WALLET, Box 254, 2474 Walnut Street, Cary, North Carolina, 27518, U.S.A. Include your name, account name, address, how to contact you, and a description of t
      he problem.
  2. Epic Player Support will promptly respond and make reasonable efforts to assist you with any issue within our scope, including:
    1. Payment discrepancies
    2. Reported fraud
    3. Currency transfers
    4. Missing balances
    5. Refunds

In exceptional circumstances, for example, if the complaint cannot be resolved by Player Support, it will be escalated internally to the appropriate party. Following our internal escalation, we’ll notify you of any relevant outcomes or other information necessary to assist with your case.

If we are not able to resolve your complaint, you may formally dispute your issue according to the applicable product EULA or terms.

If you reside in the European Union (“EU”), You may also be entitled to submit Your complaint to the European Commission’s Online Dispute Resolution (ODR) Platform. ODR allows EU consumers to resolve disputes related to the online purchases of goods and services without going to court.


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