Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/19/2025 Forgot my pin and got locked out. ********************** customer phone number does not work. Chat bot wont help. Contact us message no one even responds after days. Money stuck in a dead account with no help. Will be seeking legal action. Do not use Skrill!

  Business Response

  Date: 05/01/2025

  Dear Mr. ******************* complaint against Skrill USA, Inc. referred to the Better Business Bureau (BBB) with Customer review #******** has been passed on to the ********************* of Skrill for further review and response.
  
  As we understand, you are dissatisfied with your inability to activate your Skrill ************ Card and for the time it takes Skrill to reply to your ************ settle your complaint, you requested to be able to use your Skrill card.
  
  According to our records, you created your Skrill account on February 23, 2025, thereby accepted the Skrill Account Terms of Use ************************************************************************************************************************** you chose to use the Skrill ************ Card services, you also agreed with the Skrill **** Prepaid Card Cardholder Agreement *************************************************************************************************************************************;.
  
  On April 20, 2025, you contacted Skrills customer service informing us that you attempted to activate your card, however it was suspended.
  
  The following days, you messaged Skrills customer service through the in-account messaging system expressing your dissatisfaction with your inability to call us over the phone and request assistance with the activation of the card. In one of the messages, you also stated that you request assistance with accessing your money. Please note that your account was never suspended, or your transactions capabilities in any way restricted, so you had access to your funds. You could have spent the funds with a merchant or withdrew them, the only issue that was present was with your Skrill card and we will take a moment to explain in detail what probably caused the confusion which led to the restriction of your card.
  
  When a customer receives his ********************** ************ Card, he needs to login to his account, go to the ********************** Card section of his account and select Activate Card.There the customer is required to enter the last four digits of the card, the *** number and his date of birth. Once this is done the card is activated for online payments, however, it cannot be used in stores or at an ATM as it still does not have a PIN code. To set a PIN code for the card the customer is required to enter his accounts six-digit PIN code, which differs from the card PIN. If the six-digit account PIN is entered incorrectly 3 teams for security reasons the card is locked and it needs reactivation from a Skrill representative.
  
  During the investigation of your complaint, we attempted to reach out to you via phone call on April 29, 2025, however we were unable to reach you, so we sent you a message via the in-account messaging system, where we informed you that you can reattempt the setting of your cards PIN number and provided you with explanation on how this can be done. The same day you successfully activated your card and set your PIN.
  
  On a side note, we wish to also address your concerns about your inability to connect or communicate with Skrill. We wish to confirm that due to a business decision, Skrill provides phone support only during working hours as published on our Website ************************************************************************************************** we do not have phone support available outside of traditional hours, we have alternative options such as our live bot or, alternatively, you can message our Skrill representatives. Depending on the complexity of the issue,our volume of requests and other various factors, a response from a representative might sometimes take longer. We always strive to provide efficient service, and it is thanks to customers like you who take the time to provide their feedback that we are able to improve.
  
  With all of the above being said, we hope that we were able to bring light on the circumstances which led to your complaint, and we wish to express our sincere apologies for any frustration that this may have caused. In addition to that as a one-time gesture of goodwill by the business, we have decided to cancel the application fee for your card, with which the amount of ***** USD was returned to your accounts balance.
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint.
  
  Firstly,we would like to apologise for any inconvenience caused as a result of this matter. Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, like to thank you for bringing this matter to our attention.
  
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone hacked my skrill account after stealing my phone, laptop and purse and made purchases to fortune coins totaling over $8000. I contacted skrill and informed them of this and changed my password immediately but have not heard anything back from them and still have not received my refund for those transactions.

  Business Response

  Date: 04/09/2025

  Dear ******* *********,
  
  We are writing in response to your case which has recently been referred to the ********************* of Skrill for further review and response. We welcome this opportunity to investigate your concerns and to address them accordingly.
  
  Nature of complaint
  
  To our understanding, you want to be reimbursed for payments made in March 2025, as you claim they were done without your authorization as your phone and laptop were stolen at the time. You wish to receive immediate assistance and reimbursement.
  
  Factual background
  
  You registered your Skrill account on August 17, 2024, thereby agreeing to our Terms of Use<****************************************************************************************************************;.
  
  After receiving your report of unauthorized activity, on March 27, ********************************** order to prevent further unauthorized activity and swiftly escalated the issue to the relevant department. Measures were taken accordingly by them. We sent you an email with instructions on how to secure your account-our procedure involved associating your Skrill account with a brand-new email address which had never been used in Skrill before, resetting your password and PIN code, and verifying your identity through the new email address (you had to send us brand-new images of your identity document and a picture of you holding the same next to your face). You provided us with a valid identity document and a valid picture of you, holding your ID next to your face as per the instructions, and your account was fully reactivated on April 3, 2025. After the provision of valid documents, in line with our security procedure, you were sent the mandatory Account Questionnaire which you needed to complete so that we could proceed with thoroughly investigating your claim for reimbursement. In the questionnaire, specific details about the unauthorised transactions and your recent account usage were shared, which are needed for performing the investigation.
  
  You got back to us with the completed form on the same day and the designated team performed a detailed assessment of your claim. The relevant department informed you on April 8, 2025, that your request for reimbursement has been declined.
  
  Findings
  
  Having carefully reviewed the circumstances surrounding your case, we can confirm that it was worked on correctly on Skrills part and in line with section 19 of our mutual agreement.We must first state that upon receiving a customers claim of unauthorised account activity, *********************** relevant department launches an internal investigation immediately after the customers cooperation, meaning the provision of valid documents, the completion of our securing procedure and filling out the mandatory questionnaire. They review all data we have on file about the account and request additional details from the affected customer which we do not have access to. Once they gather the additional information,they make a final decision as to whether the unauthorised activity report is to be upheld and whether the business should refund the customer.
  
  In your instance, the relevant department reached the conclusion that as due care was not followed to keep the account safe, we are unable to offer reimbursement at this time.
  
  Our rules are clear in terms of security practices customers should follow and as you know, account email and password must be always kept secure and safe. We also remind you of the following article, quoted below for your convenience:
  
  Quote
  
  13. Our Liability to You. Except as otherwise provided in this Agreement, you shall be entitled to a refund in the amount of any unauthorized or incorrectly executed transfer from your Account and, where applicable, restoration of your Account to the state in which it would have been had the unauthorized or incorrectly executed transfer not taken place.  However, there are some exceptions.  Neither we nor any of our respective agents or subcontractors will be liable:
  (e) for losses or damage arising from your misuse or inability to use our website (including but not limited to your failure to keep your Account information secure), whether due to reasons within our control or not;
  Unquote
  
  Please be advised that we are not in a position to provide you with any further information and details about our review and findings, due to Skrills privacy and compliance obligations and restrictions. We are able to disclose such information only to the competent authorities upon official request. If such is received, we will provide any and all relevant information to the respective authority so as to facilitate their investigation and help them resolve the matter in full.
  
  As for your failed transactions, we would like to clarify that to provide a secure online payment service, Skrill uses a complex automated screening process for payments. This helps protect our system and our customers from online fraud and abuse. Occasionally, payments are being blocked because they present a heightened risk. It should be noted that it is possible for our security systems to block certain payment attempts due to specific internal reasons (such as compliance, security, or other valid reasons) which we cannot comment on in detail since this information is considered to be sensitive internal data. While we realize the gravity of your concern, but as a regulated financial institution, we have obligation for keeping the integrity of our payment platform and protecting our customers and to that extent our system might restrict certain payment attempts when this is considered as necessary. This is in line with section 6.3 from our published policies.
  
  With that in mind, we would like to advise you to try your payments again.
  
  Our decision
  
  Based on our investigation, and the findings detailed above, we have made the decision not to uphold your complaint, in this instance. We appreciate that this may not be the response that you were hoping for, but we hope that you understand the reason for our decision.
  
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would,therefore, still like to thank you for bringing this matter to our attention.
  
   We hope that with the provided explanation, we have managed to address your concerns in a satisfactory manner.We remain at your disposal should you have any questions or concerns, so please feel encouraged to get back to us at ********************************************************* if you need further assistance.
  
  
  Yours sincerely,
  Skrill *********************
  

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Skrill has restricted my account to only deposits. They originally restricted my account due to my reporting of a phishing/scam attempt and they have held all my funds in the account even after completing their review. They sent an email stating to update my email, pin, and password, which after completed they would remove the restriction. I did all 3 and the restriction remains. They will not remove the restriction allowing me to withdraw my funds. Customer support reiterates they will escalate the situation to the security team who will then contact me, but after 3 weeks I have not received a call. I have over $500 in the account I need to pay bills.

  Customer Answer

  Date: 03/27/2025

  The case has been resolved between my account and **********************.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an ACH deposit from my university into my Skrill account on January 28th. I was unaware that this institution didn't accept 3rd party the deposits, for why I do not know.they have yet to return the $ to the original sender as I provided more than enough information for them to do so.i need my $ a long time ago

  Business Response

  Date: 03/14/2025

  Dear ****** ******,
  
  Your complaint against Skrill USA, Inc. referred to the Better Business Bureau (BBB)with Customer review #******** has been passed on to the ********************* of Skrill for further review and response.
  
  Nature of complaint
  
  To our understanding, you made a transfer from a third-party bank account to **********************. You are unhappy that the funds were not credited to your Skrill account and were not refunded back to the source in a timeframe you consider reasonable. As a settlement of your complaint, you expressed your desire for the matter to be resolved as soon as possible by crediting the funds to your Skrill account or returning them back to the sender.
  
  Factual background and findings
  
  You created your Skrill account on October 28, 2024, thereby agreeing to the Skrill Account Terms of Use. <****************************************************************************************************************;
  
  You contacted our **************** Team, regarding a transfer in the amount of ******** USD, which was intended to your personal Skrill account with email ************************* Upon review, we established the transfers were instructed to Skrills bank account and not to your Skrill account. The issue was then escalated to the relevant department who in turn liaised with our partner bank and informed us that they cannot return the funds back to the source as there was not enough information regarding the sending party for us to reverse the payment. As you were unhappy with the time it took to resolve the issue, you opted to file a complaint.
  
  For a better understanding of our response, we wish to first explain that when the transaction was initiated a bank transfer from the senders bank account to *********************** bank account was sent. Here we also wish to note that Skrill is not a bank and thus you do not have a bank account in our system, but rather an online wallet corresponding to your email address and Customer ID.
  
  To clarify further, *********************** bank account is usually used for manual bank wire deposits from customers personal bank accounts in their own names. When a customer manually instructs a transfer from their own bank account to *********************** bank account, entering the bank account details you also entered (as a beneficiary), Skrill receives the deposit in its bank account and then credits the funds to the customers personal ********************** account.  In order to do that,the names in which the senders bank account is registered must fully match the names registered in the Skrill account. As publicly available in this article ***************************************************************************************************************** bank transfers must originate from a bank account held in your name. In your instance, the senders names were not yours and the deposit was therefore treated as a third party one. We refer you to the following section of our mutual agreement:
  
  Quote
  
  28. ACH Authorization and Agreement.  If your Funding Source(s) include a bank account, you agree that by providing your bank account details and number(s) to us, you are agreeing to this ACH Authorization and Agreement (ACH Authorization and Agreement) and certify to us and agree as follows: (i)you are the owner of the bank account(s) whose number(s) you have supplied and designated as a Funding Source for your Account; (ii) you are duly authorized in accordance with your agreement with your bank to authorize us to debit such bank account; (iii) such bank account is capable of and allows ACH transactions, (iv) such bank account is in good standing; (v) such bank account is a consumer personal account; (vi) you are authorized to make withdrawals from it and credits to it without the approval or participation of anyone else; and (vii) you authorize us to initiate credit or debit entries to your bank account from time to time upon your instruction until your Account is closed and no further credits or debits are authorized or permitted under this Agreement.
  
  Unquote
  
  We wish to also clarify that the matter was immediately escalated to the designated department who in turn liaised with the relevant parties. Here, we remind you that communication between payment institutions is performed through established channels and follows certain procedures which might take time. We are content to confirm we took action to handle your case adequately and without delay. We asked you to provide a bank statement showing the exact bank details (name, sort code, account number) of the sending party so that we can return the funds successfully back to the source. As you were not able to do so,we escalated the matter to our bank partner and asked them to look for an alternative option.
  
  As a result, on March 13, 2025, the funds were successfully returned on our side and should be received by the sender within a few business days.
  
  Finally,you contacted us regarding a second third party deposit from the *** tax return of ****** USD. Please note that in order for us to locate the payment,we need proof of the deposit with more information regarding the sending bank account. We were not able to locate the payment with the currently provided information. With that in mind, please note that we will continue our communication via email directly in order to assist you as swiftly as possible.
  
  Our decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to partially uphold your complaint, in this instance. A refund of the first deposit was processed on our side as soon as possible and the second one will be processed as well, once we are able to locate it. However, we cannot credit third party bank/card deposits to your Skrill wallet. We appreciate that this may not be the response that you were hoping for, but we hope that you understand the reason for our decision.
  
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  We hope that with the provided explanation,we have managed to address your concerns in a satisfactory manner and you will consider using our services in the future. We remain at your disposal should you have any questions or concerns, so please feel encouraged to get back to us at ********************************************************* if you need further assistance.
  
  Yours Sincerely,
  Skrill *********************
  

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible Experience Account Unjustly Restricted, Zero Customer Support I am beyond frustrated with *************** Institution and their completely unprofessional and unethical handling of my account. Out of nowhere, my account was restricted without explanation, leaving me unable to access my own fundsover $1,600that I rightfully own. I have spent the last 72+ hours trying to resolve this issue, but this companys customer service is an absolute joke.After my account was frozen, I immediately called their support line multiple times and submitted several support tickets, yet all I received were generic, AI-generated responses that did absolutely nothing to address my specific case. Its clear that they have little to no actual human support available to assist customers with serious financial concerns. Not a single representative has taken the time to properly review my case or provide a real *********** is completely unacceptable for an online financial institution to restrict access to customer funds without cause, refuse to provide a valid explanation, and ignore all legitimate attempts to resolve the issue. I have now been forced to take legal action by hiring an attorney because this company refuses to act responsibly or follow basic ethical business practices.I strongly warn anyone considering using *************** Institution to stay far away! If you value your money and your peace of mind, find a company that actually respects its customers and provides real support. This has been one of the worst experiences I have ever had with any financial service.I will be pursuing this issue further and ensuring that others are aware of the serious risk involved in using this platform. Avoid at all costs!

  Business Response

  Date: 03/10/2025

  Dear **** *********-Damaneh,
  
  Your complaint against Skrill USA, Inc.referred to the Better Business Bureau (BBB) with Complaint ID #******** has been passed on to the ********************* of Skrill for further review and response.
   
  Skrill takes complaints very seriously, and we draw on the experiences of our customers to continually improve the products and services we offer. We would,therefore, like to thank you for bringing this matter to our attention.
   
  To our understanding, you are unhappy that your e-wallet has been restricted as well as that you had to wait for the routine review of your account to be completed and that the restrictions imposed on your account couldnt be removed immediately. As a settlement to your complaint, you asked to have your Skrill account immediately reinstated and to regain access to the funds in it.
   
  While reviewing your complaint we took into account that by registering your Skrill account on December 6, 2024 you agreed to the applicable Skrill Account Terms of Use <****************************************************************************************************************;.
   
  To start with, please allow us to explain that the restrictions placed on your Skrill account on February 28, 2025, were imposed by the automated security systems of Skrill. We cannot give detailed information as to why this security check was necessary, as this is considered sensitive internal data, but we can share that our systems are designed so that they monitor different aspects of the client activities on global level and might sometimes restrict customersaccounts or disallow certain payment attempts from being processed due to compliance, security or other valid reasons. While we realize the gravity of your concerns and are truly sorry for the inconvenience you may experience as a result of our strict security measures, we would like to point out that as a regulated financial institution we are obliged to keep the integrity of our payment platform and to that extent our systems might sometimes restrict your account for payments or stop certain payment attempts when this is considered necessary. You may want to refer to the below quoted sections of the Skrill Account Terms of Use :
   
  Quote
   
  2. The Program.  () You may not use the Account to make any deposit,withdrawal or any other transaction except for the Transactions as described in this Agreement.  Subject to the other terms and provisions set forth in this Agreement, we reserve the right to modify or cancel the Program at any time without notice to you, and we may implement fraud monitoring controls that may reduce cash access or spending limits to protect our Members.
   
  []
   
  7. Transactions.
   
  []
  (d) Receiving a Payment. 
  i) When receive a payment into your Account, we will credit your Account with the value of the payment. We reserve the right to () place a hold on funds credited to your Account and to limit the subsequent sending or withdrawal of such funds for a period of time in order to protect the Program and our Members from potential fraud, loss, chargeback/reversal risk or for other lawful purposes (including pursuant to our anti-money-laundering and related policies). In addition, we may require more time to review certain potentially high-risk transactions, and in certain cases, may place a hold on the payment and contact the sending Member or Recipient for additional information.
  
  []
  
  12. Personal Information and Privacy.
   (a) You are required to keep the information associated with your Account accurate and up to date. Continued use of your Account with inaccurate information may be regarded by us as a breach of this Agreement and may result in termination of your Account. You agree that we may require you to provide additional information at any time in order to participate in our Program. From time to time, we also may obtain information from third parties (including but not limited to credit or identity verification information) to ensure you are authorized to use your Funding Source(s), verify that your Funding Source(s)is/are in good standing or otherwise verify your ability to participate in the Program in accordance with this Agreement.
   
  Unquote
  
  Going forward, it should also be stated that as an online payment processor Skrill is obliged to collect and verify customers personal data, whenever deemed necessary, in order to comply with legal and regulators requirements.Thus, on certain occasions we may request documents or other essential information, as described in the above-mentioned sections of our mutual agreement.
   
  As soon as the necessary information was provided, the review was completed on March 8, 2025. The restrictions imposed on your Skrill account were lifted and your account reinstated without undue delays, hence, you have been able to transaction as per usual and we are glad to confirm that your issue was resolved.
  Please note that the timeframe of such reviews depends on the current internal volume and other complex factors, therefore, on some occasions the resolution timeframe may be longer.
  Furthermore, we also wish to state that, as a regulated financial institution,Skrill is required to perform periodic reviews to comply with legal and regulators requirements, therefore, we wish to confirm that such can and will be performed in the future while you choose to use the Skrill services.
   
  Having said that, and after careful consideration of the circumstances of your complaint, we can confirm that the aforementioned actions are in line with Skrill's published policies.
   
  Based on our investigation, and the findings detailed above, we have made the decision not to uphold your complaint, in this instance.
  That is, reactivation of your account was not possible with immediate effect at the time you requested it due to the ongoing routine account review, however,your e-wallet was reinstated as soon as possible after the review was completed.
   
  We appreciate that this may not be the response that you were hoping for, but we hope that you understand the reason for our decision.
   
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention. 
   
   We hope that with the provided explanation, we have managed to address your concerns in a satisfactory manner. We remain at your disposal should you have any questions or concerns, so please feel encouraged to get back to us at ********************************************************* if you need further assistance.
    
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late December me and my son tried to send his friend overseas some money for Christmas. He decided to use SKRILL. I didn't even think to look at reviews and complaints. As soon as he tried to set up an account or whatever their rules were, they told him my drivers license was blurry (which it is not) and they immediately FROZE my account. Now they won't talk to me to refund my $500.00 back in to my bank account. I have tried calling but they won't talk to me and when they do, I can't understand them. How can they just steal people's money and not return it. I told them we decided to go with a different method of sending the money but they won't let me have my $500.00 back. Please help me.

  Business Response

  Date: 02/06/2025

  Dear *** **********,

  This email in response to your complaint against Skrill referred to the Better Business Bureau with reference 22873896.
  
  Your case has been passed on to the ********************* of Skrill for further review and response. We respect your decision to bring this matter to the attention of the Better Business Bureau and we are sending you this email in the hope that it will clarify the situation and address your concerns in full.
  
  Nature of Complaint
  
  As we understand, you are not happy that Skrill restricted your account with funds remaining in your wallet. As a settlement, you demand that we immediately refund your funds.
  
  Factual Background
  
  You opened your Skrill account on December 10, 2024, thereby agreeing to the Skrill Account Terms of Use <********************************************************************************************************************;.
  
  On December 18, 2024, your account was temporarily restricted for a routine security review by our automated security systems. On December 19, 2024, Skrill decided to discontinue its business relationship with you and closed your account. The same day, card deposit TRN ********** in the amount of ****** USD was refunded to its source, **** 415978xxxxxx2604 and with that ****** USD remained in your account balance.
  
  As you were dissatisfied with Skrill actions, you opted to file a complaint.
  
  Findings
  
  To start with, please allow us to explain that the restrictions placed on your Skrill account, were imposed by the automated security systems of Skrill. We cannot give detailed information as to why this security check was necessary, as this is considered sensitive internal data, but we can share that our systems are designed so that they monitor different aspects of the client activities on global level and might sometimes restrict customers accounts or disallow certain payment attempts from being processed due to compliance, security or other valid reasons. While we realize the gravity of your concerns and are truly sorry for the inconvenience you may experience as a result of our strict security measures, we would like to point out that as a regulated financial institution we are obliged to keep the integrity of our payment platform and to that extent our systems might sometimes restrict your account for payments or stop certain payment attempts when this is considered necessary. You may want to refer to the below quoted section 2 and 7d(i) of the Skrill Account Terms of Use:
   
  Quote
   
  2. The Program. () You may not use the Account to make any deposit, withdrawal or any other transaction except for the Transactions as described in this Agreement. Subject to the other terms and provisions set forth in this Agreement, we reserve the right to modify or cancel the Program at any time without notice to you, and we may implement fraud monitoring controls that may reduce cash access or spending limits to protect our Members.
  []
   
  7. Transactions.
  []
   
  (d) Receiving a Payment.
  i) When receive a payment into your Account, we will credit your Account with the value of the payment. We reserve the right to () place a hold on funds credited to your Account and to limit the subsequent sending or withdrawal of such funds for a period of time in order to protect the Program and our Members from potential fraud, loss, chargeback/reversal risk or for other lawful purposes (including pursuant to our anti-money-laundering and related policies). In addition, we may require more time to review certain potentially high-risk transactions, and in certain cases, may place a hold on the payment and contact the sending Member or Recipient for additional information.
   
  Unquote
   
  While we realize the gravity of your concerns and are truly sorry for the inconvenience you may experience as a result of our strict security measures, we would like to point out that as a regulated financial institution, we are obliged to keep the integrity of our payment platform and to that extent we cannot manually interfere with or amend our security systems.
  
  Next, we wish to confirm that Skrills decision to close your account was taken fully in line with section 21 of its published policies quoted below for your convenience:
   
  Quote
   
  21. Termination. At any time and without prior notice, we may revoke or cancel your participation in the Program and thereby terminate this Agreement. ()
   
  Unquote
    
  Skrills decision to end its relationship with you and close your digital wallet is based on various factors and is eventually accordant to General Terms of Use ************************************************************************************************************************* governing our liabilities in similar situations. We understand that you might expect to receive more details, however, we are not in a position to disclose any additional information concerning our internal review due to certain compliance restrictions applied on Skrill. We can and we will provide such information to any relevant authority upon official request so as to facilitate their own investigation and help resolve the matter in full.
  
  As to your outstanding balance in the amount of ****** USD, we can confirm that on December 19, 2024, we have already refunded your **** deposit in the amount of ****** USD and the funds should have already reached your end.
  
  Please note that refund of your ACH deposit TRN **********, in the amount of ****** USD could be initiated 60 days after the day of the deposit (December 19, 2024). Thus, feel free to contact us after February 17, 2025, so that we can arrange the refund.
  
  In the event that you do not wish to wait, to consider releasing your funds on a earlier stage, we would need proof of payment for your ACH deposit with Transaction ID ********** which contains the date and the amount of the deposit, and your full bank account and names visible. You can contact us at ******************************* <mailto:*******************************> and we will provide you with further guidance how you can submit the document.
  
  In light of the above and after having careful consideration of all aspects of your case, we are content that our actions were in line with our published policies.
  
  Our Decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to partially uphold your complaint, in this instance. We appreciate that this may not be the response that you were hoping for, but still, we hope that you understand the reason for our decision.
   
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  We hope that with the provided response, we have managed to address your concerns in a satisfactory manner.
   
  If you have any questions regarding our decision, or your complaint, please do n?t hesitate to contact us.
   
  Yours sincerely,
  Skrill *********************

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had some money deposited into skrill about a week ago. Shortly after I tried to fund my account, ********************** restricted my account and would not let me withdraw my money. Every time I try to verify my identity they tell me that my ID, which I took a photo of is a high contrast image, or that my face doesn't match my id, etc. The solutions they offer are useless, one of them even said "Upload another government issued id". Even after doing so they still rejected me with another bogus reason. I have sent in documents twice a day for the past 5 days. When I call them, they don't say anything other than they will contact the verification team. Even the instruction on the initial email for verification were incorrect. I would like an actual person to do the verification as clearly skrill and their partners are not competent enough to develop an AI to do so.

  Business Response

  Date: 01/28/2025

  Dear Mr. *********************** complaint against Skrill USA, Inc. referred to the Better Business Bureau (BBB) with Customer case #******** has been passed on to the ********************* of Skrill for further review and response.
  
  As we understand the matter is that your accounts transaction capabilities were temporarily restricted while you still had funds in the account. To settle your complaint, you requested Skrill to reactivate it and allow you to use your funds.
  
  According to our records you created your account on January 7, 2025, thereby accepted the Skrill Account Terms of Use <****************************************************************************************************************;.
  
  On January 14, 2025, your accounts transaction capabilities were temporarily restricted while you still had funds in the account and you were required to complete additional verification, through completing face verification,providing a valid address verification document and providing explanation on the usage of your account.
  
  You provided us with valid explanation and address verification documents, which were reviewed and accepted the next day, however, the provided face verification was not accepted as it did not cover Skrills security and verification requirements.
  
  Valid verification was completed on January 18, 2025, and your account was reactivated.
  
  In order to respond to your complaint, we carried out a thorough investigation of the circumstances surrounding your case. As a result, we confirm that Skrills actions in this case were rightfully taken in line with Skrills regulatory and legal obligations and our published policies. You may find the relevant section of our mutual agreement, the Skrill Account Terms of Use, quoted below for your convenience:
  
  Quote
  
  []
  
  2. The Program.  () You may not use the Account to make any deposit, withdrawal or any other transaction except for the Transactions as described in this Agreement.  Subject to the other terms and provisions set forth in this Agreement, we reserve the right to modify or cancel the Program at any time without notice to you, and we may implement fraud monitoring controls that may reduce cash access or spending limits to protect our Members.
  
  []
  
  7. Transactions.
  
  []
  
  (d) Receiving a Payment.
  
  i) When receive a payment into your Account, we will credit your Account with the value of the payment. We reserve the right to () place a hold on funds credited to your Account and to limit the subsequent sending or withdrawal of such funds for a period of time in order to protect the Program and our Members from potential fraud, loss, chargeback/reversal risk or for other lawful purposes (including pursuant to our anti-money-laundering and related policies). In addition, we may require more time to review certain potentially high-risk transactions, and in certain cases, may place a hold on the payment and contact the sending Member or Recipient for additional information.
  
  []
  
  Unquote
  
  We cannot give detailed information as to why this security check was necessary, as this is considered sensitive internal data, but we can share that our systems are designed so that they monitor different aspects of the client activities on global level and might sometimes restrict customers accounts or disallow certain payment attempts from being processed due to compliance, security or other valid reasons. While we realize the gravity of your concerns and are truly sorry for the inconvenience you may experience as a result of our strict security measures, we would like to point out that as a regulated financial institution we are obliged to keep the integrity of our payment platform and to that extent our systems might sometimes restrict your account for payments or stop certain payment attempts when this is considered necessary. 
  
  That being said, the restriction imposed and the verification following it was in accordance with Skrills Terms of Use and our compliance with regulatory requirements, so such restrictions may occur in the future if the need for further reviews and verification arises.
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint, in this instance. Once the required verification was provided, reviewed and approved by the relevant team,your account was reactivated.
  
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  We hope that with the provided explanation, we have managed to address your concerns in a satisfactory manner.

  
  Yours Sincerely,
  Skrill *********************

  
  

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** **********

   

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is terrible because they will randomly close your account for no reason at all, right after you win, with money still in it. They take forever to respond via email and they give you no information as to why they closed it in the first place. Do not use!!

  Business Response

  Date: 01/24/2025

  Dear ******* *****,

  This email comes in response to your complaint against Skrill referred to the the Better Business Bureau with reference 22816964.
  
  Your case has been passed on to the ********************* of Skrill for further review and response. We respect your decision to bring this matter to the attention of the Better Business Bureau and we are sending you this email in the hope that it will clarify the situation and address your concerns in full.
  
  Nature Complaint
  
  You opened your Skrill account on April 28, 2023, thereby agreeing to the Skrill Account Terms of Use <********************************************************************************************************************;.
  
  On December 25, 2024, decided to discontinue its business relationship with you and you were allowed to withdraw your outstanding balance.  
  
  On January 9, 2025, you withdrew your funds via wire transfer, following which your account was closed.
  
  Shortly afterwards, you filed a complaint with the Better Business Bureau thus the matter was passed to the Skrill Complaints Team.
  
  Findings
  
  To start with we wish to confirm that Skrills decision to close your account was taken fully in line with section 21 of its published policies quoted below for your convenience:
   
  Quote
   
  21. Termination. At any time and without prior notice, we may revoke or cancel your participation in the Program and thereby terminate this Agreement. ()
   
  Unquote
    
  Skrills decision to end its relationship with you and close your digital wallet is based on various factors and is eventually accordant to General Terms of Use ************************************************************************************************************************* governing our liabilities in similar situations. We understand that you might expect to receive more details, however, we are not in a position to disclose any additional information concerning our internal review due to certain compliance restrictions applied on Skrill. We can and we will provide such information to any relevant authority upon official request so as to facilitate their own investigation and help resolve the matter in full.
  
  Nevertheless, as part of your complaint handling, we conducted a revisionary examination, and we have made the decision to reactivate your Skrill account on the condition that you pass the necessary verification checks. In order to do so, please log into your Skrill account and upload the following documents:
   
  
  A picture of you holding your identity document in close sight
  A card statement for all cards used in your Skrill account
  Important requirements for the card statement:
   
  
  Please submit the full page of your document, displaying all outer edges of the paper. The document should be legible.
  Please ensure that your full name is present on the document.
  Please send your document in one of the following formats: *.jpg, *.jpeg, *.bmp, *.gif, *.png or *.pdf.
  We will also accept a screenshot of your document, provided that it shows all necessary data.
  Please be aware that we cannot accept images of the card itself for the purpose of verification.
  You should block out the middle 6 digits of your credit/debit card number so that only the first 6 and the last 4 digits are visible (e.g., 123456******0000). Due to *********************************** Security Standard) compliance requirements we cannot accept or process credit/debit card statements or any other documents with full card numbers present on them.
  Your full names as bank account holder;
  
  In conclusion, we can confirm that as of January 23, 2025 we have enabled your Skrill account for login so that you can upload the requested documents. After all documents are provided and accepted by Skrill, your account will be fully reinstated.
  
  Our Decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint, in this instance. Although Skrill acted in line with its published policies, we decided to reinstate your account on the condition that you pass the outlined verification.
   
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  We hope that with the provided response, we have managed to address your concerns in a satisfactory manner.
  
  If you have any questions regarding our decision, or your complaint, please do n?t hesitate to contact us.
   
  Yours sincerely,
  Skrill *********************

  Customer Answer

  Date: 03/04/2025

  It's been about a month or two since my last review of these people and it just gets worse and worse. My account was closed for no reason so I came here to make a post about them, to which they respond and emailed me to "help" get my account back. After emailing back and forth for weeks(they only respond once a week), nothing was ever solved and they stopped responding to my messages. Just stay far away from this company.
  

  
  

  Business Response

  Date: 03/06/2025

  Dear ******* *****,

  This email comes as an update to your complaint.

  We sincerely regret to hear that you disagree with our position. We confirm that all relevant information has been provided to you in our Final Response dated 24 January 2025. Our decision is final and has been outlined in detail in our previous correspondence.

  We thank you in advance for your understanding.

  Yours sincerely,
  Skrill Complaints Department

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deposited $100 into account and ********************** is now saying they cannot refund my money after Skrill closed my account.

  Business Response

  Date: 01/20/2025

  Dear **** ******* *****,

  This email comes in response to your complaint against Skrill referred to the Better Business Bureau with reference #********.
  
  Your case has been passed on to the ********************* of Skrill for further review and response. We respect your decision to bring this matter to the attention of the Better Business Bureau and we are sending you this email in the hope that it will clarify the situation and address your concerns in full.
  
  Nature of Complaint
  
  As we understand it, you are not happy that Skrill closed your account and did not refund the funds remaining in your wallet. As a settlement, you demand that we immediately refund your funds.
  
  Factual Background
  
  You opened your Skrill account on December 11, 2024, thereby agreeing to the Skrill Account Terms of Use <********************************************************************************************************************;.
  
  On December 13, 2024, your Skrill account was closed by our automated security systems as Skrill was no longer in a position to offer you our services, with ****** USD remaining in your account at the time.
  
  On December 16, 2024, Skrill refunded your latest MasterCard deposit TRN **********, in the amount of ****** USD to its source. The same day however, we received an ACH deposit for ****** USD (TRN **********) and to date the funds remain in your Skrill balance.
  
  According to our records, when you contacted the Skrill Support Team to inquire about a refund of your outstanding balance, you were informed to contact us after the middle of February, 2025, so that we can assist with a refund of your ACH deposit.
  
  Findings
  
  To start with, please allow us to explain that the restrictions placed on your Skrill, were imposed by the automated security systems of Skrill. We cannot give detailed information as to why this security check was necessary, as this is considered sensitive internal data, but we can share that our systems are designed so that they monitor different aspects of the client activities on global level and might sometimes restrict customers accounts or disallow certain payment attempts from being processed due to compliance, security or other valid reasons. While we realize the gravity of your concerns and are truly sorry for the inconvenience you may experience as a result of our strict security measures, we would like to point out that as a regulated financial institution we are obliged to keep the integrity of our payment platform and to that extent our systems might sometimes restrict your account for payments or stop certain payment attempts when this is considered necessary.
  
  Next, we wish to confirm that Skrills decision to close your account was taken fully in line with section 21 of its published policies quoted below for your convenience:
   
  Quote
   
  21. Termination. At any time and without prior notice, we may revoke or cancel your participation in the Program and thereby terminate this Agreement. ()
   
  Unquote
    
  Skrills decision to end its relationship with you and close your digital wallet is based on various factors and is eventually accordant to General Terms of Use ************************************************************************************************************************* governing our liabilities in similar situations. We understand that you might expect to receive more details, however, we are not in a position to disclose any additional information concerning our internal review due to certain compliance restrictions applied on Skrill. We can and we will provide such information to any relevant authority upon official request so as to facilitate their own investigation and help resolve the matter in full.
  
  As to your outstanding balance, on December 16, 2024, the card deposit in the amount of ****** USD, has been already refunded to its source, MasterCard 552486xxxxxx3556. The timeframe to receive a card refund is 7 days, thus the funds should have reached your end by now. In the event that the amount was not reflected in your card balance, please do let us know so that we can investigate further.
  
  Regarding your ACH deposit, please note that we will be in a position to refund the funds to their source, bank account ********, after 60 days of the day we received the deposit have passed. Thus, feel free to contact us after February 14th, 2025, and we will be happy to arrange a refund.
  
  Our Decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to partially uphold your complaint, in this instance. Your ********** deposit has been already refunded, and the funds of your ACH deposit can be reversed after the above-mentioned timeframe have passed. We appreciate that this may not be the response that you were hoping for, but still, we hope that you understand the reason for our decision.
   
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  We hope that with the provided response, we have managed to address your concerns in a satisfactory manner.
   
  If you have any questions regarding our decision, or your complaint, please do n?t hesitate to contact us.
   
  Yours sincerely,
  Skrill *********************

  
  

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been using skrill for my payment purposes, and recently they closed my account certain transactions pending and money in my account. I tried talking to them and they are not helping on recovering my account back or reactivating it. I need help from BBB to get my account back

  Customer Answer

  Date: 01/13/2025

  my account was closed because of creating a duplicate account by mistake and leaving it on verification step. the reason to do this was: 1.) I forgot a had another account and was not able to retrieve it's email 2.) Once I did that i left my second account unverified but active without thinking or reaching out to skrill for closing it and informing about the mistake I did As I found out now with my account being closed, I apologize for my mistake and request skrill to consider my mistake as a genuine error as the second account was never started and not verified. I never tried to violate the terms and conditions for skrills and happened mistakenly. if I would have been aware that my second account is considered to be active I would have reached out to skrill and asked to close it as soon as I knew. knowing now I thus request to consider this request and reopen my first account thanks

  Desired Outcome:
  Reopen my first account and please allow me back to use the services

  Business Response

  Date: 01/16/2025

  Dear Mr. ******************** complaint against Skrill USA, Inc. referred to the Better Business Bureau (BBB) with Customer review #******** has been passed on to the ********************* of Skrill for further review and response.
  
  Nature of Complaint
  
  As we understand the matter is that your account was permanently closed, which you believe was done in error. To settle your complaint, you requested Skrill to allow you to use our services going forward.
  
  Factual background
  
  According to our records you created your account on December 9, 2021, thereby accepted the Skrill Account Terms of Use <****************************************************************************************************************;.
  
  On January 8, 2025, following a detailed audit of your account, ********************** took the decision to discontinue its business relationship with you, thereby permanently closing your account.
  
  The following days you contacted Skrills customer service requesting that your account is reactivated.
  
  Findings
  
  In order to respond to your complaint, we carried out a thorough investigation of the circumstances surrounding your case. As a result, we confirm that Skrills actions in this case were rightfully taken in line with Skrills regulatory and legal obligations and our published policies. You may find the relevant section of our mutual agreement, the Skrill Account Terms of Use, quoted below for your convenience:
  
  Quote
  
  []
  
  21. Termination.  At any time and without prior notice, we may revoke or cancel your participation in the Program and thereby terminate this Agreement.  You may terminate this Agreement and close your Account at any time by completing a customer support form at our Support page.  Termination, whether by you or by us, shall not affect any prior Transactions or obligations relating to your Account existing at the time of termination. Upon termination or closure, as the case may be, we will arrange to transfer any remaining funds in your Stored Value Balance to you.
  
  []
  
  Unquote
  
  Please note that we are not in a position to disclose further details related to our decision as such information is considered internal and can be disclosed only to the competent authorities upon official request. If such is received by Skrill, we will provide all relevant information to the respective authority so as to facilitate their investigation and help them resolve the matter in full.
  
  Based on our investigation, and the findings detailed above, we have made the decision not to uphold your complaint, in this instance. Skrill will not be in a position to reactivate your account or allow you to use our services going forward. We appreciate that this may not be the response that you were hoping for, but we hope that you understand the reason for our decision.
  
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  Yours Sincerely,
  Skrill *********************

  Customer Answer

  Date: 01/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22785833

  I am rejecting this response because:

  Skrill is refusing to provide me service and closing my account with pending transactions. And giving false reasons that I have violated it terms and conditions. Upon reviewing it I couldn't find any point which I have would have taken intentionally to violate there terms and conditions. I would like to dispute there clause and ask them to allow me using the services 

  Regards,

  ******* *******

  Business Response

  Date: 01/29/2025

  Dear Mr. ****************** are sorry to hear that you disagree with Skrills decision to permanently close your account.
  
  Unfortunately, our position stands, so we kindly ask you to double-check our previous response where a full and detailed explanation was provided.
  
  That being said we would like to reiterate that due to a violation of our Terms of Use, and in accordance with section 21 of the Skrill Account Terms of Use **** ********************************************************************************************************************** we also have quoted in our previous communication with you, your account was permanently closed and you will not be able to use Skrills services going forward.Our decision is final.
  
  As previously stated, due to compliance and regulatory requirements imposed on Skrill we are not in a position to disclose further details as to why this decision was taken, however such information may be provided to the competent authorities if it is requested by them through the appropriate channels.
  
  Yours **********************************************************