Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

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

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  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

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  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

  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 response

  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

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

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I attempted several transactions on 1/2/25 but all declined. Skrill stated my account was restricted andthey needed my Identification and picture of myself. I complied. On 1/3/25 I attempted several more transactions which was denied. I contacted Skrill twice and was informed my account was no longer restricted. I was sent an email with steps to take which made no sense. I just want to withdraw my money. NOW!

  Customer response

  01/08/2025

  My issue was fully resolved on 1/6/25. 

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/5 I filed a transaction dispute for the merchant RealPrize because after spending a lot of money on their site I noticed not all my winnings were being added to my account. I even got a video recording. Since filing I have tried getting in touch with Skrill customer service at least 10 times and not once has anyone responded. You can see in the app where my dispute has been escalated but I have not received any updates. Then on 1/1, I noticed 3 transactions from a ******************** that I did not recognize and have never done business with before so I tried filing a separate dispute. It would not let me it just lumped it in with the other dispute. I finally called the customer support number to get a status update and I asked if it was customary for Skrill not to respond to or have any communication with the customer since its been a month. He told me no. Now my account is restricted and I can not access anything.

  Business response

  01/10/2025

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

  This message comes in response to your complaint against Skrill USA, Inc. referred to the Better Business Bureau with case reference # ********.

  Thank you for sharing your concerns and we are sorry to hear about the experienced difficulties. Please be advised that Skrill has addressed the matters you have raised to you directly via email through our internal platforms.
  
  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email saying my account with ********************** has been closed, but with no explanation or details on why. Phone support indicates they do not know why and that they are unsure how to fix it. The entire context of the email I was received was "Your account has been closed. Regards, Skrill.". No information on why it was closed, how to appeal/regain access, or contact information for next ******** the time of closure I had a balance of rewards points in the account that I also cannot seem to redeem or recover. New York State law requires that debit and credit card programs that offer rewards must allow customers 90 days after closure to redeem said rewards. Skrill has not been responsive to my requests for assistance in redemption or in restoring my account.

  Business response

  01/02/2025

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

  Your complaint against Skrill USA, Inc. referred to the Better Business Bureau with case reference ******** has been passed on to the ********************* of Skrill for further review and response.

  As we understand it, you are not happy that Skrill decided to discontinue its business relationship with you. As a settlement you demand that your account is reinstated, and you are allowed to redeem your Skrill Loyalty Points.
  
  You opened your Skrill account on February 18, 2024, thereby agreeing to the Skrill account Terms of Use. <*******************************************************************************************************************;
  
  On December 13, 2024, following a routine security review Skrill decided to discontinue its business relationship with you and your account was restricted. Since you did not hold funds in the account, on January 2, 2025, your account was permanently closed with ***** Skrill Loyalty Points (or the equivalent of less than 5.00 USD).  
  
  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.
  
  Please note that we fully acknowledge the seriousness of your concerns but are not in a position to communicate in more detail or otherwise disclose any additional information related to our decision due to compliance restrictions applied on Skrill. Such information is considered internal and can be provided only to the competent authorities upon official request.
  
  As to your request Skrill to allow you to redeem the Skrill Loyalty Point accumulated, we can confirm that pursuant section 15 of the Skrill Knect Loyalty Terms and Conditions ***************************************************************************************************** which you accepted prior to enrolling to the programme, membership in the Programme, including any Points that may have been issued to you, may be revoked or suspended at Skrills sole discretion. Thus, we regret to inform you that we cannot honor your request in this instance.
  
  With that being said, and after considering of all the circumstances surrounding your case, we are content that all Skrill actions are in line with its official policies.
  
  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 are no longer in a position to offer you our services, thus your account will remain closed, and this decision is final. Also, we cannot honor your request to provide access to the Loyalty points accumulated.  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.
  
  If you have any questions regarding our decision, or your complaint, please do n?t hesitate to contact us.
   
  Yours sincerely,
  Skrill *********************

  Customer response

  01/02/2025

  [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: 22755595

  I am rejecting this response because NYS State law requires the debit and credit rewards programs allow customers to cash out rewards for 90 days after account closure.  Skrill USA is not legally allowed to decline my request if they wish to continue to offer services to residents of NY.

  Regards,

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

  Business response

  01/07/2025

  Dear **** ***********,
  
  This email comes in response to your complaint against Skrill USA, Inc. filed with the Better Business Bureau with case reference 22755595.
  
  As we understand it, you disagree with the response to your complaint, Skrill previously provided, and you demand that you have the right to redeem the Loyalty Points accumulated prior to Skrill closing your account. 
  
  Taking your statement into account, we one again reviewed all the details surrounding your case, and we can confirm that Skrill`s decision to refuse providing access to your Loyalty Points at the time your account was closed, was made in line with our official policies and the Skrill Knect Loyalty Terms and Conditions ************************************************************************************************* which you accepted prior to enrolling to the programme. For your convenience, we have quoted the relevant sections below:
  
  Quote
  
  26. The accumulation of Points does not entitle you to any vested rights with respect to Points, Rewards, or Program benefits. In accumulating Points, you may not rely upon the continued availability of any Rewards or Points redemption requirement. Skrill USA has the sole discretion to interpret and apply the Program Terms and Conditions.
  
  27. All decisions by Skrill USA are final and binding.
  
  Unquote
  
  Also, we would like to clarify that we cannot be held liable for any direct or indirect loss as a result of your participation in the programme or the inability to use the rewards.
  
  With that being explained, we would like to confirm that Skrill position remains unchanged,and we cannot uphold your complaint and allow you to redeem the accumulated Loyalty Points.
  
  As to your Skrill account, please note that it will remain closed as we are no longer in a position to offer you our services and this decision is final.
  
  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 response

  01/07/2025

  [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: 22755595

  I am rejecting this response because your terms do service do not override New York State law, which forbids your actions of removing access to points or rewards earned in account closure regardless of the reason for account closure. You can thank Governor ***** ****** for this law. You legally must comply.

  Regards,

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

  Customer response

  01/07/2025

  NY law is very clear on this subject. I dont have to be satisfied. The state of ** does  *****************************************************************************************************************************

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account is restricted for no reason what so ever

  Business response

  11/18/2024

  Dear ******** L ******,

  This message comes in response to your complaint against Skrill USA, Inc. referred to the Better Business Bureau with case reference # ******** which has recently been passed to the ********************* of Skrill for further review. We respect your decision to direct your complaint to the Better Business Bureau and would like to take the opportunity to address your concerns accordingly.
  Nature of complaint
  
  As we understand it, you complain about the fact that your Skrill account was restricted with funds in it, and you cannot access your account balance. To settle the matter, you ask Skrill to immediately lift the restrictions so you can utilize the balance.
  
  Factual background
  
  According to our records, your account was restricted for a standard security check on November 16, 2024 and later on that day the review was completed, and the account fully reactivated. Before that, a similar restriction was applied on November 12, 2024 and resolved 3 days later on November 15, 2024. 
  In the meantime, you opted to file a complaint, to request immediate reactivation.
  
  Findings
  
  To start with, we would like to apologize for the user experience the aforementioned restrictions had caused you. We sincerely regret to hear your experience has been unpleasant.
  
  Next, 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. 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, and can occasionally request documents or information, in line with our Know-Your-Customer practices and obligations. This is standard practice among financial institutions. You may want to refer to the below quoted sections of the Skrill Account Terms of Use ************************************************************************************************************* <*************************************************************************************************************> <************************************************************************************************************* <*************************************************************************************************************>> you accepted upon account creation on April 11, 2024:
  
  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.
  
  []
  
  6. Registering for the Program. () You represent and warrant that: (a) all required registration information you submit is truthful and accurate and (b) you will maintain the accuracy of such information. ()
  []
  
  7. Transactions.
  
  []
  
  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. () You agree that we may require you to provide additional information at any time in order to participate in our Program.
  
  []
  
  Unquote
  
  We are glad to confirm that, as of November 16, 2024, your Skrill account has been fully reactivated and your payment attempts were successfully processed 
  
  With that being said, we sincerely apologize for any inconvenience this situation might have caused you. Reviews might also take time due to the complexity of the issue, volume of requests and various other factors.
  
  Based on our investigation, and the findings detailed above, we have made the decision to partly uphold your complaint, in this instance. Your Skrill account is now fully active, but we were not able to reactivate it immediately as we had to complete the ongoing security review. 
  
  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, like to thank you for bringing this matter to our attention.
  
  Should you have any queries, please do not hesitate to contact us.
  
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I added funds to my account totally $1010 USD only for my account to immediately become restricted. I was told to contact customer service afterwards. All customer service has done is hang up on me. I'm fundamentally locked out of my account and my money. Judging by the reviews on here, I don't have faith that my funds will be returned to me without action.I'm going to file charge backs with my bank of the funds aren't returned

  Business response

  11/12/2024

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

  This message comes in response to your complaint against Skrill USA, Inc. referred to the Better Business Bureau with case reference #******** which has recently been passed to the ********************* of Skrill for further review and response. We hereby welcome this opportunity to investigate your concerns and to address them accordingly.
  
  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 April 17, 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 November 11, 2024, 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
   
  To help us get the restrictions lifted, please could you provide us with a few details:
  What are you mainly using your Skrill account for?
  What is your relationship with the recipients of the payments you make with Skrill?
  What do you mainly receive money for?
  
  You can provide the above details by replying to the email from ******************************* dated November 12,2024. 
  
  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.
  
  Please note that the verification request was in line with section 21. (c) from the Skrill Account Terms of Use: 
   
  Quote
   
  
  (c) We reserve the right to carry out any necessary money laundering, terrorism financing, fraud or other illegal activity checks before authorizing any withdrawal of your funds, including in relation to returning any funds to you after you have closed your Skrill Account.
   
  Unquote
   
  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.
  
  Please provide us with the requested additional information in order for us to continue with the review and reactivate your account.
   
  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 is not possible with immediate effect at the time you requested it due to the ongoing routine account review which will be completed as soon as you provide us with the required additional information.
   
  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 hope you will find this information helpful. In case of any further questions about the service we provide we encourage you to reach out to us at any time. If you have any questions regarding our decision, or your complaint, please do n?t hesitate to contact us at *******************************
   
  Yours Sincerely,
  Skrill *********************

  Customer response

  11/13/2024

  [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,

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

   

*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. ↩