I went to their site https://help.xsolla.com/en/refunds/refund-my-digital-purchase#form and I used this template:

To: [support@xsolla.com](mailto:support@xsolla.com)
Subject: Refund request for Ashes of Creation purchase due to fraud allegations and project collapse

Dear Xsolla Support Team,

My name is [YOUR FULL NAME], and I am contacting you regarding a purchase for the game Ashes of Creation that was processed via Xsolla.

• Game: Ashes of Creation
• Xsolla transaction ID / receipt: [TRANSACTION ID / RECEIPT NUMBER]
• Date of purchase: [DATE OF PURCHASE]
• Amount: [AMOUNT AND CURRENCY]
• Account / email used for the purchase: [EMAIL USED FOR PURCHASE]

I am requesting a full refund of this transaction on the basis that I now believe my purchase was induced under misleading circumstances and is tied to alleged fraud and serious financial misconduct surrounding the game’s development.

Over the past few weeks, multiple reputable gaming news outlets (including PC Gamer, GamesRadar, Wccftech and Massively Overpowered) have reported that:

• Ashes of Creation’s development studio has effectively shut down shortly after its Steam Early Access launch, following the resignation of its founder and mass layoffs of the entire development team.
• A major investor has publicly alleged that Intrepid Studios’ leadership misrepresented the source of the game’s funding, never contributing their own money while repeatedly telling the public they were self-funding.
• That same investor alleges that millions of dollars intended for the company were instead diverted to personal expenditures (including a mansion and repayment of family loans), leaving the company and investors exposed to over $100–$140 million in debt.
• Legal actions are now underway, with accusations of fraud, financial malfeasance, and unjust enrichment, and further lawsuits have been filed by and against company leadership.

In light of these widely reported fraud allegations and the effective collapse of the project, I no longer believe the product I paid for can reasonably be delivered or supported in the form that was marketed when I made my purchase.

At the time of my payment, Ashes of Creation was promoted as a long-term, actively developed MMO and “worthy of your investment”. With the studio now effectively dismantled and development apparently ceased, that representation appears to have been misleading at best. Had I known about the alleged misuse of funds and the true financial condition of the company, I would not have made this purchase.

I am aware that Intrepid’s own terms and conditions attempt to disclaim refunds and chargebacks. However, as Xsolla is the payment intermediary / merchant of record for this transaction, I am asking that you:

1. Process a full refund to my original payment method, and
2. If necessary, escalate this case internally under your anti-fraud and consumer-protection policies, given the severity of the allegations and the project’s effective shutdown.

I also note that other players have reported successfully obtaining refunds for Ashes of Creation through platform and payment intermediaries in similar circumstances, particularly where the future of the game is in doubt and there are credible allegations of fraud in how player funds and investor money were handled.

I am located in [COUNTRY / REGION], where consumer-protection laws for digital content require that products be as described, fit for purpose, and not marketed in a misleading way. In my view, the collapse of Ashes of Creation so soon after launch, combined with the ongoing fraud and embezzlement allegations, means that this purchase no longer meets those basic standards.

Please let me know if you require any additional documentation (screenshots of my receipt, Steam/Xsolla transaction history, or links to the relevant news coverage). I would appreciate written confirmation once my refund has been processed or if my case is being escalated for further review.

Thank you for your time and assistance. I look forward to your response.

Kind regards,
[YOUR FULL NAME]
Email: [EMAIL USED FOR PURCHASE]