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It’s not often that we share internal happenings, and while we really do want to share, often we feel it may not be important – but this one is…
On March 10, we were informed by PayPal that they had received a court order from Toho Co., Ltd. What made things more difficult was that the details behind this legal proceeding were not clearly shared with us, and Playasia was not directly served any notice ourselves. We were trying to understand the situation while already dealing with its consequences.
And then PayPal blocked our account. After 24 years of service. Money could go in, but could not go out.
What followed was weeks of extremely slow and difficult back-and-forth. We sent urgent email after urgent email, followed up with call after call, escalated through every contact we could reach, and basically threw everything we had at the situation. But Toho Co., Ltd.’s legal team and PayPal were often slow to respond – at times taking days or even weeks to get a response – And when updates did come through, they didn’t always bring us closer to resolving the issue. At times, it felt like we were pushing forward without much traction, while knowing that both our operations and our customers were being affected. It just really felt like progress was constantly being delayed while customer funds remained in limbo.
Inside the company, this quickly turned into long days and even longer nights. Our Accounting team led by Jamica, our Customer Service team led by Sharmaine, together with CEO Jan and COO Igor have been completely worn out trying to deal with this, handling customer concerns while trying to unlock a situation that was largely outside of our control. We know you are worn out emailing us and find a solution – trust us, we tried to.
We were constantly chasing both Toho Co., Ltd. and PayPal, sending documents, explanations, follow-ups, and exploring every possible angle just to keep the fallout on you as small as we possibly could. We also engaged lawyers to help resolve the matter, at significant cost to us, despite having done nothing wrong.
After a lot of back and forth, the situation has finally been resolved. You and us, we still deal with the aftermath.
You know us – Playasia has never engaged in the sale of counterfeit products. For over 24 years, we have maintained strict sourcing standards, working only with legitimate, authorized, and licensed distributors.
We stand by that and we’re proud to have you as our customers. And we are truly sorry for the mess that happened, we would wished to not have this mess and just gone playing video games instead.
And we know you guys didn’t deserve this experience either. Please accept our sincere apologies.
Thank you for staying with us – we’re here for you, even if sometimes our hands are tied.
PLEASE READ THE FULL PRESS RELEASE
© 2026 Playasia. OK to reproduce if the copyright note stays intact.
The post We Are Sorry For The Mess appeared first on Playasia Blog.
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