CitadelServersReviews 98

Absolute scammers.

I hired a server from Citadel for 2-3 months and cancelled back in May. Even though the service was no longer prodived, they've been taking £12 a month from my account ever since (6 months) and are refusing to give it back. Instead, they are saying my account now has "credit" and I can hire another server that I don't want or need.

I've never come across a company that keeps charging their customers after a service is cancelled. Additionally, I've never come across a company that refuses to refund when overcharging a customer and instead offering store credit. Absolute shambles. Avoid.

After a year of being free from this company an accidental draw occured via PayPal. Should be simple right? I have no services with them, cancelled everything. So all I ask them is to review that transaction (gave them all the details) and return the funds that do not belong to them back. No such luck -- three days in and I had to launch ANOTHER PayPal dispute against them just to get my money returned.

Here's the last response I get -- keep in mind -- I HAVE NO SERVICES WITH THEM AND WANT NONE AS THEY ARE THE WORST:

Our terms clearly indicate that we do not process any refunds in any form. The best that we can provide you with are internal account credits that you may use for future billing transactions with us.

https://www.citadelservers.com/en-gb/terms-of-service
"16.5 Game Servers have a 3-day unconditional money back guarantee. If you find the services to be deficient or unsatisfactory, you are entitled to a full refund of the contract amount to your credit balance at Citadel Servers within the first 3 days of account setup. This does not include setup fees or add-ons to a gameserver. 'Early access' games or games identified as alpha\beta as stated on the steam store\the developer of the game which we provide as a gameserver service do not come under this money back guarantee. If you have an issue with one of these products please contact our support and we do what is within our power to resolve these issues for you."

I apologize but as you have already created a dispute with Paypal, the concern is now outside of our jurisdiction. In addition to that, our Master Billing Agreement, of which you have agreed to as well, indicates that reversals automatically suspends/terminates a client's communication with us as this action imposes negative impression on us as a vendor. Hence, we cannot assist you further on this. The responsibility to resolve the dispute is now between you and Paypal.

I think they should have more than "imposing a negative impression on us as a vendor" to worry about.

Stay away from this company.

You will not get what you asked for and if you ask for a refund, you will only receive "credit". You will never find a phone number or physical address for this organization. They will duck and dodge and hide behind the bushes to avoid having to address an issue with you. If you have no alternative but to exchange emails, they might respond within 4 hours but, you can probably bank on at least 1 day, possibly 2. If you read their Terms of Service closely, it basically says if they decide they don't like you, they can cancel your account without refunding anything. If you doubt that - go read them for yourself. This service sucks and swallows hard.

I bought a Mordhau Server and haven't been able to use it at all. I contacted support hours ago and I'm still waiting.

Citadel Servers are a bunch of scammers with very poor server performance and even worse customer service. Beware, these guys will continue to charge your card even after cancellation. I had to cancel my debit card and dispute months of additional charges with my bank after I requested they cancel my account. I have yet to see whether or not I will receive my money back. Citadel refuses to offer a refund, only credit that can be used on their services. DO NOT USE THEIR SERVICES, YOU WILL REFRET IT IF YOU DO!

Citadel servers provides good services and a good customer support. They quickly sort things out when there are issues with my server. That is the reason why I am staying on this host. Would recommend!

As someone who owned their own GSP for several years in my much younger years, I have a lot of experience both hosting server and managing customer support. The level of support can be categorized as an absolute joke. The Valheim server I got came non-working out of the box, and I asked for my money back within 5 hours of ordering my server. They told me they wouldn't give me my money back and would only give me credit. Never in my life have I seen such an absolute crap return policy. Lesson learned; Read the fine print. Almost every other company offers you a 24-72 hour refund period so this crap doesn't occur but I can tell this is a common occurrence for them, probably because of their crap infrastructure. I went somewhere else and had a working server immediately after ordering. I created a dispute within Paypal and within an hour of doing so they suspended my service (So I only had it for about 12 hours total before it was suspended for "Non Payment") My Paypal case was denied because "Seller provided adequate tracking information for the order" - WHAT A PILE OF S**T DO NOT ORDER FROM CITADEL SERVERS. LOOK ELSEWHERE AND DON'T GET SCAMMED.

Wunderbare Hosting-Firma, die ihren Kunden sehr hilft. Ich schätze ihre Bemühungen, mir das Gefühl zu geben, respektiert und erfüllt zu werden.

We started a csgo server with a company mostly known for doing hosting for minecraft servers, that was back in 2017 then moved to an ark survival evolved server in 2019, both worked well.

We rented a 10 slot valheim server with citadel, There was a few bugs and issues we were having but they were game related and we sent a ticket in, a few hours later the ticket was responded to with a resolution because they had coordinated with the developers to find a resolution, i can really appreciate that, the game was just released and lots of people were having issues.

I really appreciate them for their good prices and quality customer care and will keep using them in the future.

Bought server, can't setup, not sure what to do. Worried that i made a mistake but not sure.

Can anyone help me?

Edit: Spoke to Joe, he helped me in live chat, i was such a ditz, lol, they have guides to help you and he was very helpful!

Great service, and help when needed. Site is set up nicely. Responses to my ticket and questions were fast and very helpful.

If you look at the reviews for citadel servers you see 5 star reviews and 1 star reviews only. Ask yourself why this might be the case. You're making a crapshoot working with them. Your server will either work, or it won't, and you're screwed if you have any difficulty with them. They also don't give refunds only credit, and who wants credit with a company you want a refund from?

I want to put the word out warning everyone not to set up a Valheim (or any) server with Citadel Servers. Their customer support was incompetent and unprofessional, and told me they never received funds (Though my card was charged) they used profanity with me, and generally took almost an hour to confirm who the hell I was then started complaining that I was wasting THEIR time!

But I am warning everyone out there not to make the mistake I did and give them any money in the first place. They acted like deleting days of constant grinding didn't matter, (any real gamer would appreciate this was unacceptable) -- blamed "The system" and did not take responsibility for the server being deleted, didn't even send me a confirmation email for my purchase then acted annoyed when I didn't have the transaction number it supposedly contained. The works. This company shouldn't be in business. Look elsewhere.

They blamed my card, they blamed me, they blamed early access, they even blamed "the system" -- but no accountability -- trust your server needs and valuable time elsewhere!

TL: DR: They don't value your time, they don't value their customers. The only thing they had going for them was chat in real time "support" so at least it didn't take days to find out they stole my money and deleted all my progress.

They literally took almost an hour just to confirm who I was by email, payment info, name, the works. Save yourself a headache and go elsewhere!

These guys are one tough cookie, really go out of their way to help their clients, i wanted support for valheim plus for my server and they added it within a few hours, amazing support! So glad i found this host

Ich habe seit einiger Zeit einen Valheim-Server mit Citadel gehostet und bisher fand ich den Service sehr gut. Die Benutzeroberfläche ist einfach zu bedienen und funktioniert gut. Es gibt einige Dinge, die vereinfacht werden, wodurch sich die Kontrolle, die Sie haben, geringfügig verringert. Im Allgemeinen wird die Verwaltung des Servers für weniger erfahrene Personen jedoch erheblich vereinfacht.

Ich habe einige Support-Fälle mit ihnen angesprochen und jedes Mal, wenn die Antwort schnell war und die Probleme schnell gelöst wurden.

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Firstly, i'd like to say thank you to the support for going out of their way to help me with my Valheim server, secondly, i'd like i mention these guys have really great hardware that they use for game hosting, was suprised to be on a new Ryzen 5th gen server, they have some real investment here to make clients happy!