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Start with the records that show actual payments, then connect each charge to the relevant game or account and build a dated chronology of what happened. Keep documented facts separate from assumptions about who made a purchase, whether it was authorized, or whether the money can be recovered. The right legal route and what evidence matters depend on your location and the facts, so use the record set to speak with a qualified local legal adviser.
What to collect first
Gather records from each place a purchase or payment could appear. A bank entry may show the amount and merchant descriptor but not the game; a game or platform history may identify an item but not make the real-money amount obvious. These records complement one another rather than forming a formal evidence ranking.
- Game, platform, and app-store records: purchase histories, order confirmations, in-game transaction records, and account notices.
- Payment records: bank, credit-card, or mobile-payment statements showing the actual amount and merchant descriptor.
- Account and device context: game and platform names, relevant account identifiers, and the device used. Do not include passwords or sensitive account details that are not needed.
- Communications: support tickets, emails, complaint or reference numbers, refund requests, and provider responses.
- Your own chronology: when you discovered the activity, what you did next, and any settings changes, refunds, reversals, or unresolved discrepancies.
UK government guidance recommends checking bills for money taken without a parent’s knowledge or consent and contacting the game operator or platform provider about unexpected charges. Its page is practical guidance, not legal advice: GOV.UK: Children’s app and online games—advice for parents and carers.
Build a transaction ledger in real currency
Enter one row per apparent transaction. Use the amount and currency shown in the payment record; do not treat virtual currency as cash or infer its value unless the records show the conversion. The Consumer Financial Protection Bureau warns that game currencies and inconsistent exchange rates can obscure real-world costs.
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| Field | What to record |
|---|---|
| Date | The date shown on the payment or purchase record. If records show different dates, preserve each and note the discrepancy. |
| Amount | The real-money amount and currency shown by the bank, card, or payment service. |
| Merchant descriptor | The exact merchant text on the statement, without rewriting it as a game name unless another record makes that link. |
| Game, platform, and account | What the account history or receipt identifies. Mark a possible connection as uncertain if the record does not establish it. |
| Virtual currency or item | The displayed currency, item, or purchase description, when available. Keep this distinct from the real-money amount. |
| Supporting record | The source for the entry, such as a statement, receipt, account-history export, or screenshot; include where you saved it. |
| Open question | Any missing record, unclear attribution, mismatch, or other issue that needs checking. |
Record what each source actually shows. For example, a card statement can establish a dated charge to a descriptor, while a platform receipt may help connect it to an account or order. Neither necessarily establishes who made the purchase or whether the adult account holder consented.
For additional context on how in-game payment systems can make spending harder to track, see the CFPB’s 2024 consumer advisory on video games and spending.
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Make a separate chronology of events
Keep the sequence of discovery and follow-up separate from the transaction ledger. This makes it easier to distinguish when a charge occurred from when you noticed it or contacted anyone.
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- Record collection: note when you downloaded or saved each statement, receipt, or account history.
- Provider contact: record the date, channel, recipient, and any support or complaint reference number.
- Requests and responses: log any refund request, account inquiry, or provider response; preserve the original message where possible.
- Changes and outcomes: note when you changed purchase settings, received a refund or reversal, or found a discrepancy still unresolved.
Preserve original messages and label your own retelling as a summary, not a verbatim quotation. Keep a short source note for each saved item: what it is, when you obtained it, and whether it is an original export, screenshot, statement, or personal note. This is a practical way to organize records, not a guarantee that a particular format meets a court’s rules.
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Check coverage and gaps across payment routes
Before drawing conclusions from the ledger, compare what the different records cover. A payment may appear on a stored card, mobile-payment account, or another route, while a game history may not show every charge. Confirm the current history and export options for the actual game, platform, app store, and payment channel; features and controls vary by tool and device.
- Does each payment entry have a corresponding game, platform, or order record? If not, mark it as unmatched rather than assigning it by guesswork.
- Do dates or amounts differ between sources? Preserve both values and identify the records that show them.
- Does an in-game record show virtual currency but not a real-money equivalent? Keep the values separate unless a record provides the conversion.
- Are there accounts, devices, or payment methods you have not checked? Record them as gaps rather than treating the records collected so far as complete.
Separate evidence from legal conclusions
A record can show a payment, an account identifier, or an item credited to an account. On its own, it may not establish who completed the transaction, what consent was given, whether a trader broke the law, or whether a loss is recoverable. Do not label a charge “unauthorized” as a proven fact unless the evidence and applicable law support that conclusion.
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The official material cited here gives consumer and record-keeping guidance, not a shared rule for claims in every country. The UK government page says its material does not constitute legal advice. The Australian Competition and Consumer Commission likewise says it does not give legal advice or resolve individual disputes. Ask a local lawyer or legal aid service which records to preserve, how electronic records should be authenticated, what deadlines apply, and which complaint or court route fits your situation.
Protect the child’s privacy while preserving relevant records
Collect records relevant to the issue, and avoid sharing unnecessary account or personal information. Parental controls can limit purchases or monitor activity, but monitoring also affects a child’s privacy. The UK Information Commissioner’s Office recommends explaining controls and monitoring in an age-appropriate way. Its guidance reproduces the GDPR principle that personal data must be processed “lawfully, fairly and in a transparent manner in relation to the data subject.” See the ICO guidance on parental controls.
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For purchase restrictions, the US Federal Trade Commission recommends setting controls across the devices a child uses; available functions vary by device and parental-control tool. Its guidance is practical, not a determination of an individual claim: FTC: How to Use Parental Controls To Keep Your Kid Safer Online.
Understand what jurisdiction-specific guidance can—and cannot—tell you
Consumer protections and dispute options depend on where you live and the details of the transactions. Australia’s ACCC says online and mobile games are covered by Australian Consumer Law and provides a way to report potentially misleading conduct, but it does not resolve individual disputes or give legal advice: ACCC: Online and mobile games.
In the UK, government information about paid loot boxes describes policy and industry commitments concerning parental consent, spending controls, refunds, and transparency. The guidance says its reach does not cover the entire UK games sector; it should not be read as a guarantee that a particular provider participates or that a refund is owed: DCMS: Loot boxes in video games—update on improvements to industry-led protections. Separately, the CMA’s online and app-based games principles were published in 2014 and are retained in unamended form; the page notes that they predate the unfair-commercial-practices provisions of the Digital Markets, Competition and Consumers Act 2024, which came into force on 6 April 2025. Treat them as historical background rather than a current standalone legal checklist: CMA: Online and app-based games consumer law compliance principles.
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