Legal and Consumer Rights When Games Shut Down: Can You Get Refunds?

When a beloved online game goes dark: can you get your money back?

Hook: You bought a game, stacked up microtransaction currency, paid for a season pass — then the company announces a shutdown and a delisting. Do you lose it all? With regulators sharpening focus on microtransactions and digital consumer rights in 2026, the answer is: it depends — but you have more leverage than you think.

Bottom line up front (inverted pyramid)

The short version: if a publisher removes a game from sale but keeps servers running until a stated shutdown date, you often keep access until that date. Refunds for purchased titles or virtual currency depend on platform policies, the publisher's terms, and your jurisdiction's consumer-protection laws. In the EU — including Italy — the Digital Content Directive (2019/770) and active enforcement by watchdogs like Italy’s AGCM can give players pathways to remedies for non‑conforming digital services. Amazon’s New World announcement in 2026 — which stops Marks of Fortune sales on July 20, 2026 and explicitly denies refunds for those purchases — illustrates the clash between publisher policy and growing regulatory scrutiny.

Why this matters now — 2026 trends

Late 2025 and early 2026 saw regulators across Europe step up investigations into in‑game monetization. Italy’s AGCM opened probes into Activision Blizzard over “misleading and aggressive” practices in mobile titles, explicitly flagging how design and bundling can obscure the true value of virtual currencies and push players to overspend. At the same time, EU digital consumer protections are being interpreted more aggressively: authorities and courts are paying attention to whether virtual goods and services conform to what was promised.

Publishers have responded unevenly: some refund or credit players when shutting down services; others limit or deny refunds and close storefronts while keeping servers up for a short period. Amazon’s New World are a textbook 2026 case — delisting now, servers until January 31, 2027, and a clear no‑refunds policy for Marks of Fortune.

What the law says (high level, 2026 perspective)

Across jurisdictions, outcomes hinge on three main legal concepts:

1. Contract terms and EULA — The publisher’s end‑user license agreement (EULA) and sale/terms dictate what they promised to deliver and any termination rights.
2. Consumer protection law — National and supranational rules (in the EU: the Digital Content Directive 2019/770; other consumer rules and case law) require digital content/services to conform to the contract and give consumers remedies when they don’t.
3. Platform/store policies — Steam, Epic, console stores and payment processors each have refund rules that can operate independently from publisher promises.

EU rules you should know

The EU’s Digital Content Directive (2019/770) — implemented across member states — covers digital content and online services. It requires that the digital content or service match what was promised, and it gives consumers remedies (repair, replacement, price reduction, or termination/refund) when there’s a material breach.

Crucially, the directive allows suppliers to exclude the consumer’s right of withdrawal for purely digital content once delivery has begun and the consumer agreed to waive withdrawal. But that does not absolve suppliers of delivering what they promised for the life of the service; a premature or permanent termination that contradicts what was sold may trigger remedies.

Italy’s AGCM and national enforcement

Italy’s AGCM is actively investigating microtransaction practices and has signaled it will intervene where consumers — especially minors — are led to spend without clear information about value. If you’re in Italy and feel misled, filing a complaint with AGCM can be an effective route; it can coordinate consumer protection actions and has powers to sanction companies for unfair commercial practices.

AGCM (Jan 2026): practices that “make it difficult for users to understand the real value of the virtual currency” can lead consumers to spend significantly without being fully aware.

How New World’s Marks of Fortune policy fits in — an illustrative case

Amazon's New World announced in 2026 that:

• New World would be delisted (no longer available to buy) immediately;
• Servers remain online until January 31, 2027 (owners can keep playing until then);
• Marks of Fortune (in‑game currency) purchases stop on July 20, 2026;
• Publisher states no refunds will be offered for Marks of Fortune purchases.

Why that matters: players who bought Marks of Fortune before the cutoff may still hold unused currency. Amazon’s public stance denies refunds, but that position may not be the final legal word in every jurisdiction. If a consumer in the EU/Italy shows that the ability to use pre‑purchased currency was materially cut short or the publisher misrepresented the purchasing terms, consumer protection laws and AGCM enforcement could provide a route to redress.

Practical, actionable steps to pursue refunds or remedies

If you’re facing a delisted game or a publisher‑stated no‑refunds stance (like Marks of Fortune), follow this playbook:

1) Gather proof immediately

• Screenshot your in‑game wallet balance, purchase receipts, transaction IDs, timestamps, and any relevant store emails.
• Save the publisher’s shutdown notice (timestamped) and the current TOS/EULA text.
• Record how much of the virtual currency is unused and any purchases you intended but cannot complete because sales stopped.

2) Start with in‑game / publisher support

Open a support ticket. Be concise and factual: state purchase date, amount, transaction ID, and your requested remedy (refund, credit, or transfer). Keep communication in writing. Use templates (sample below).

3) Escalate to the platform/store

If you bought via Steam, Epic, PlayStation Store or Xbox Store, use the store’s refund mechanism. Platform policies vary — Valve’s and Epic’s storefront rules sometimes grant refunds for delisted or shuttered services even when publishers refuse.

4) Consider payment chargebacks (as a last resort)

If support and the platform won’t help, contact your bank or card issuer for a chargeback. Be mindful of time limits and the fact that chargebacks can have consequences (temporary purchase restrictions) and are not guaranteed.

5) File a complaint with your consumer authority

In Italy, file with AGCM. In the EU, you can also use the EU Online Dispute Resolution (ODR) platform or your national consumer protection agency. Provide a dossier: evidence, timeline, support tickets, and the publisher’s public announcements.

6) Join community action

Where many players are affected, coordinated complaints or class actions can be more effective. Organize via official forums, Discords, or community groups; keep it factual and refer to consumer law where possible.

Sample support message (copy/paste and customize)

Hello [Publisher/Store], I purchased [Marks of Fortune / game title] on [date] (Transaction ID: [ID]). Following your announcement on [date], I understand sales have stopped and the game will shut down on [date]. I currently hold [amount] Marks of Fortune, of which [amount] are unused. I request a refund or equivalent credit for the unused portion under applicable consumer protection rules (Digital Content Directive / national law). Attached: screenshots and receipts. Please advise next steps.

What refunds are realistically available?

Possible outcomes vary by case and location:

• Full refund — Some platforms/publishers offer refunds or store credit for unused currency or unplayed purchases when they decide to be consumer‑friendly or when forced by a regulator.
• Partial refund or prorated credit — If a season/service is cut short, you might get a partial refund for unused time or a transferable credit.
• No refund — Publishers sometimes successfully enforce “no refunds” policies — but this can be challenged under national consumer law, especially in the EU.

Key legal levers to mention when you escalate

• Non‑conformity: Under EU digital content rules, if the service no longer conforms to the contract, consumers can seek remedies.
• Unfair commercial practices: If the presentation or bundling of virtual currency made value unclear (as AGCM flagged), that’s potentially actionable.
• Misrepresentation: If marketing promised ongoing service or lifetime access, an abrupt shutdown may be a breach.

Real‑world friction: why refunds aren’t automatic

Publishers argue sunk costs: running servers, licensing, and the complexities of mapping digital currency to real financial value. Platforms have policies to limit abuse and manage chargebacks. Regulators balance consumer protection against business predictability. That’s why practical consumer action — evidence, escalation, and regulatory pressure — is often required.

Future predictions — what’s likely in 2026–2028?

Based on trends and active investigations in 2026, expect these developments:

• Stricter EU enforcement and clearer national guidance on refunds for unused virtual currency and delisted titles.
• Greater transparency requirements over the real money value of in‑game currency bundles — regulators are already pushing this (AGCM language from Jan 2026).
• More platform‑level safety nets: storefronts may adopt mandatory escrow or mandatory refund policies for consumer‑facing virtual currency, especially for large transactions.
• Industry pushback and self‑regulation: trade bodies may create voluntary refund frameworks to avoid stricter laws.

Community & developer ethics — what good shutdowns look like

When publishers do this well, they:

• Announce far ahead of shutdown date and delisting;
• Stop sales with clear cutoff dates and explain refund policy;
• Offer pro‑rata refunds or convert unused currency into other forms of credit;
• Provide export/transfer tools for user content where possible; and
• Engage with the community transparently — post FAQs, respond to tickets promptly.

When to get legal help

For small single purchases, following the escalation playbook often suffices. If the sums are large, or if many players are affected (creating a possible class), consider legal counsel or consumer associations. In Italy and the EU, consumer associations can bring collective actions that individual players cannot.

Final checklist — what to do today

1. Take screenshots of any shutdown/delisting announcement and your wallet balance.
2. Open a ticket with publisher support and the platform store.
3. Collect transaction IDs and payment receipts.
4. File a complaint with your national consumer authority (AGCM in Italy) if you get no satisfactory response.
5. Join or start a community grievance thread to coordinate evidence and complaints.

Parting takeaways

Game shutdowns and delistings are increasingly common in the live‑service era. The legal landscape in 2026 favors better consumer remedies than a decade ago, especially in the EU and Italy where regulators like AGCM are scrutinizing microtransaction practices. Amazon’s New World Marks of Fortune policy — stopping sales and refusing refunds — is legally contestable in certain circumstances, and you should pursue every on‑platform and regulatory route before accepting a publisher’s blanket refusal.

Actionable closing: If you’ve been affected, act fast: document everything, contact publisher and platform support, and file a complaint with your consumer authority. If many players are impacted, coordinate — collective pressure and regulatory complaints are the most effective tools we’ve seen in 2026.

Call to action

Have a shutdown story or need a refund template tailored to your country? Drop details in the comments or DM our consumer‑law beat. We’re tracking publisher policies, AGCM moves, and EU guidance — subscribe to our updates and join our Discord to pool evidence and coordinate complaints.

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