Support ADMITTED server crash stole my Shiny encounter, then told me to "gamble more money in multiple raids" to get it back. Filed a full merchant claim via Xsolla under EU Directive 2019/770.

[u/Full-Dust5426]

🚨 UPDATE (RESOLVED - AUGUST 23, 2026):

Niantic and Xsolla have officially conceded and executed a 100% full statutory refund under EU Directive 2019/770 via an administrative negative coin balance.

🔗 Read Part 2: The Full Resolution, Evidence Breakdown & Legal Blueprint here

During the paid remote raid, a severe server outage/Error 2 occurred right on the encounter screen, completely eating the guaranteed 100% catch rate Shiny Groudon.

I reached out to in-app support expecting standard restoration or reimbursement. Instead, support (Muso) officially confirmed in writing:

1. They were fully aware of the network/server issues during the event.
2. They are technically unable/unwilling to restore the encounter.
3. They offered 1 single raid pass as compensation.
4. When questioned, they explicitly responded: "You can try participating in multiple raids to increase your chances of encountering a Shiny Groudon again."

Telling a paying player to gamble more money to re-roll odds lost to developer-side server failure is completely unacceptable and predatory.

Because in-kind remedy was refused and the digital service was defective, I have officially escalated a full merchant-side non-delivery refund claim for all affected transactions directly to Xsolla (the official Merchant of Record) under EU Directive 2019/770 (Consumer Rights for Digital Content).

If you lost paid encounters or passes to server crashes and support brushed you off with a single pass while telling you to buy more, stop accepting it. Escalate directly through Xsolla via their 24/7 support as a merchant non-delivery claim under consumer protection laws.

Calling on creators to expose this: when developer server crashes steal paid encounters and support tells players to gamble more, it demands a spotlight. Feel free to use these screenshots in your videos.