Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I deposited money into Skrill to be able to pay for an online site because I thought it would be the easiest way to do so. Then Skrill within a week put a restriction on my account and freezing my account. I inquired about the restriction and they have not helped me whatsoever. I just want my money back at this point and have nothing to with them again. Their customer service is horrendous.

  Business response

  11/05/2024

  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.
  
  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 October 3, 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 October 24, 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. 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:
   
  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
  
  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.
  
  Next, in the course of your complaint handling we have liaised with the responsible Skrill department who accepted the provided details about your account, yet to complete the security review a proof of payment for the following card deposit is needed:
  
  TRN **********, made on October 14, with **** card ending on xx8207 in the amount of ****** USD
  
  Please note that the proof must contain the date and the amount of the payment, your name as the owner of the **** card and first six and last four digits of the card.
  
  Please upload the document via the verification tool of your account. Once we receive the requested document and it is accepted from Skrill, the restrictions of your account will be lifted, and you can utilize your funds as per your convenience.
  
  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 to partially 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, after provision of a satisfactory document, as outlined above, the review can be completed and your account reinstated.
  
  Then should you decide that you no longer want to use our services, after the review is completed you can transfer out your outstanding balance and close your account.
   
  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.
   
  If you have any questions regarding our decision, or your complaint, please do not hesitate to contact us.
   
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through verification to be able to add money on this account. After going to 2 different verification's I was allowed to deposit money into my account, my account was immediately restricted. If I knew you would withhold my money just for trying to send i would've never added any because now I can't even withdraw it its just sitting doing nothing on this account. This is very frustrating and a huge inconvenience because i needed to send that money out. I've waited over a week after replying to the email with 3 questions I was asked but no one ever followed up with my issue or informed me anything that will happen. I called customer service and no one there couldn't even give me answer either. This is annoying that I have money on this account you locked me out of that I no longer have access to.

  Business response

  11/05/2024

  Dear **** Nova,

  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.
  
  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 October 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 October 18, 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. 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:
   
  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
  
  As soon as the review was completed, November 4, 2024, 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 to partially 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.
   
  If you have any questions regarding our decision, or your complaint, please do not hesitate to contact us.
   
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  10/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have had account with them for several years not once did I get any notification about an annual card maintenance fee. Of $10. But the fact that they took $10 for my card and the another $10 30 min later duplicate fees, charging a total of $20. Its not worth me to even use the thing at that price. Plus its almost impossible to withdraw or transfer funds to another bank or card. But the big issue is that They have no contact for customer service beside AI bot who is an idiot. Then they have email them well Ive been waiting on a response for 3-4 weeks over this. The phone number does not work thats listed for them. ******** customer service and wont ever recommend them again

  Business response

  10/30/2024

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

  We are writing in response to your complaint against Skrill USA **** referred to the Better Business Bureau with case reference # ********.
   
  Please be advised that your case has been passed on to the ********************* of Skrill for further review and response. We would like to welcome this opportunity to investigate your concerns and address them accordingly.
  
  To our understanding you are complaining regarding two Card Annual Membership fees charged for your physical Skrill ************ card. As the fees were charged at once for the previous and the current year (2023 and 2024), you believe that this practice unfair and unjust.
  
  According to our records, you registered your Skrill account on July 11, 2021 and agreed to the applicable Skrill Account Terms of Use ******************************************************************************************************************************* also accepted the Skrill **** Prepaid Card Cardholder Agreement ************************************************************************************************************************************************ you first applied for your physical Skrill **** Prepaid Card back in July 2021.
  
  On August 9, 2024, you were charged a card annual membership fee (due July 2022) in the amount of ***** USD.
  
  Then, on October 8, 2024, two card annual membership fees (for 2023 and 2024) in the total amount of ***** USD were charged with transactions ID ********** and ID **********. 
  
  To respond to your complaint, we carried out a thorough investigation of the circumstances surrounding your case.
  
  We can confirm that the Card Annual Membership fees applied on October 8, 2024, were correctly charged in line with the published applicable fees on our Fees *************************************************************************************** page and in line with section 2. of the Skrill **** Prepaid Card Cardholder Agreement *************************************************************************************************************************************;, quoted below for your convenience:
  
  Quote
  
  2. Fees and Limits
  
  You agree to pay the Card Transaction Fees set forth below.  All the Card Transaction Fees will be withdrawn from your Skrill Account and will be assessed as long as there is a remaining balance on your Skrill Account.  If at any time your remaining Skrill Account balance is less than the Card Transaction Fees being assessed, the balance of your Skrill Account will be applied to the Card Transaction Fees resulting in a zero balance on your Skrill Account, and your Card Transaction may be declined.  The remainder of the Card Transaction Fees due will be collected at the next deposit of funds into your Skrill Account. ()
  
  Unquote
  
  Please note that the Card Annual Membership fee is due each year on the anniversary of the date when you first ordered the card, since there wasnt available balance in your Skrill account at the time when the fee was due, the charge was automatically applied as soon as there were funds available in your account. Note that back in August 2024, your balance was able to cover only one of the fees (the one that was due 2022) and this is the reason why the fees for years 2023 and 2024 remained uncovered.
  
  When you upload funds in the account the fee is not immediately charged but rather there is an automatic program that checks your account for balance if the fee is not paid and this program runs at specific times. This means that in the previous years you did not retain enough balance for long enough (approximately 24 hours) so that the program can collect the fee. Having said the above, we safely conclude that the card annual membership fees were correctly applied.
  
  Based on our investigation, and the findings detailed above, we have made the decision not to uphold your complaint, in this instance. All annual card fees were correctly applied in accordance with Skrill's policies and we are not in a position to reimburse them. 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 you will find this information helpful. 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

  10/30/2024

  How can in one year you charge back 3 years in fee, in less 4 months, and there has been money in and out of the account more then enough, most places take the annual fee and would show a - balance in the account so that w hen I do put money in I would be aware of a negative balance or a fee being taken out, not just whenever they decide to cause I put funds in there for a reason t hinking the would be therr. I dont ever recall seeing a $10 annual fee, ever. Which I dont. Use the account enough to consider a 10 fee, [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: 22445189

  I am rejecting this response because:

  Regards,

  **** ******

  Business response

  11/01/2024

  Dear **** ******, 

  We appreciate your feedback and are sorry to hear that you are not satisfied with our response.

  When you upload funds in the account the fee is not immediately charged but rather there is an automatic program that checks your account for balance if the fee is not paid and this program runs at specific times. This means that in the previous years you did not retain enough balance for long enough (approximately 24 hours) so that the program can collect the fee. Please be advised that it's not a practice for Skrill to apply a service fee when the account balance is zero, so then it's put on negative. This is not the customer experience we aim to deliver. 

  The Card Annual Membership fee is due each year on the anniversary of the date when you first ordered the card, since there wasnt available balance in your Skrill account (for more than 24 hours) at the time when the fee was due, the charge was automatically applied as soon as there were funds available in your account. Back in August 2024, your balance was able to cover only one of the fees (the one that was due 2022) and this is the reason why the fees for years 2023 and 2024 remained uncovered and were applied on October 9 when you had an available balance for more than 24 hours. 

  We hope you will find the above explanation satisfactory. 

  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 28, 2024, I opened an account with ********************** to redeem my winnings from WowVegas Casino. On October 4, 2024, I successfully completed the transaction and received my winnings on my skrill account . However, after the funds were deposited, Skrill requested additional documentation to verify my identity. Despite providing the required documents, they were rejected, and my Skrill account was permanently closed, with all refund requests denied.

  Business response

  10/21/2024

  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 and although you provided all the requested documents Skrill did not release your outstanding balance. As a settlement, you demand that we immediately refund your funds.
  
  While reviewing your complaint we took into account that by registering your Skrill account on September 28, 2024, and agreed to the applicable Skrill Account Terms of Use <*******************************************************************************************************************;.
  
  On October 4, 2024, your account was temporarily restricted by our automated security systems, and you were asked to provide a picture of you holding your identity document in close sight and a recent card statement. On October 5, 2024, you updated your registered address, thus you were asked to also provide a recent address proof document, which you did, and the address proof was document accepted by Skrill the same day. Yet, you still had to provide a selfie with your ID and a recent card statement.
  
  On October 5, 2024, following a review on all the provided documentation and the circumstances surrounding your case, Skrill decided to discontinue its business relationship with you and were allowed to withdraw your funds on a condition that you provide the verification documents previously requested.
  
  All provided documents in the period October 5-6, 2024, were rejected because they did not meet our verification and security requirements, and on October 6, 2024, Skrill decided to exercise its right to refuse releasing your outstanding balance and your account was permanently closed.
  
  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. 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:
   
  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
  
  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.
  
  Next, we confirm that Skrills actions in this case were 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 the 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.
  
  Considering the above, we can confirm that by restricting your account and requesting additional verification, Skrill has acted in accordance with its published policies and regulatory obligations.
  
  With that being said, we confirm that your account balance will not be made available to you, pursuant to the same Terms. This decision is final.
  
  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.
  
  If you have any questions regarding our decision, or your complaint, please do not hesitate to contact us by replying to this message directly.
  
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Withdrawal October 4, 2024 Supposed to be completed by October 10, 2024 Showing completed in their App but hasn't been deposited into my checking account.Amount $20.00 I'd really appreciate my money!!!Nobody at this business will respond to ticket help request!!!

  Business response

  10/18/2024

  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, the matter concerns a wire withdrawal which you transferred out of your Skrill account and never received in your bank account. As a settlement,you demand that you receive the withdrawn funds.
  
  While reviewing your complaint we took into account that by registering your Skrill account on August 7, 2024 you agreed to the applicable Skrill Account Terms of Use <****************************************************************************************************************;.
  
  According to our records, on October 4, 2024, you initiated a wire withdrawal, in the amount of ***** USD (TRN **********) and Skrill passed your request for further transmission as per your instructions and authorization at the time.
  
  On October 10, 2024, you contacted the Skrill Support Team to report that the funds have not yet reached your end and you also filed your complaint against Skrill with the BBB, thus the matter was passed to the Skrill Complaint Team for further review and response.
  
  For a better understanding of our response, it is important to first explain how Skrill processes bank wire withdrawals. For the purposes of a withdrawal transaction,we are a payer and not a payment service provider. Skrills part in the process involves acknowledging your request to withdraw and forwarding this request to our processor for execution.
  
  We are confident that Skrill acted in good faith by instructing our banking partner to process the withdrawal as authorized by you. We must underline that Skrill had no control over the payment in question after we instructed the withdrawal, and this depended solely on the beneficiary bank and the intermediary processors (if any).
  
  Having said that we can confirm that by processing your withdrawal request, following all applicable procedures, we fulfilled our obligations to you in our capacity as a payer. Also, we are content that our actions are in line with the applicable Skrill Account Terms of Use (sections 10 and 14), thus we cannot be held liable to any direct or indirect loss you might have incurred from using our services.
  
  Although Skrill is not obliged to trace funds that have been processed successfully on our end, during your complaint-handling we again reached out to our processing bank who once more attempted to trace the payment, yet to no avail. Also, they provided the following trace ID: ***************. We would recommend that you contact your bank and ask them to trace the funds from their end using the above quoted trace ID.
  
  On that note, we wish to advise you that the lack of update from Skrill did not mean we are neglecting the situation or that we are not fulfilling our promises or obligations it simply means that the resolution of your issue depends on feedback or actions from other parties and does not depend solely on Skrill. In addition, communication between payment processors takes place through established channels and per procedures that require time- and such timeframes are mostly outside of Skrills control.
  
  Next, we can confirm that the transfer remains processed within our systems and as of today there is no sign of a return. If we receive such, we will credit the received amount towards your Skrill available balance. Please note however,that such reversal does not depend on us so we will not be able to advise when/if it will happen.
  
  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 you will find this information helpful. If you have any questions regarding our decision, or your complaint, please do not hesitate to contact us.
  
  Yours Sincerely,
  Skrill *********************
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 28, 2024, Skrill placed a "temporary restriction" on my account. This account holds $500 of my money that I cannot access or use. I began contacting Skrill Help on 9/28/24 and was told that my account is under review and will remain temporarily disabled. I was asked to "please allow 72 hours for us to complete the verification. Your account will then be reactivated, or you will receive further instructions for additional verification steps." it is now 10/8 and I have yet to get an answer. I have called and submitted tickets with no response from anyone at Skrill. I am requesting that Skrill remove the restrictions on my account so that I can use my Skrill card or transfer my funds.

  Customer response

  10/10/2024

  Skrill has solved the issue 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up for account deposited money went through the verification process. To make sure there would be no issues also withdrew money with no issues. 9/20/-9/24 on or about September 26 read deposited money into the account to transfer into site that is associated with a Skrill deposit method. No issues. Upon trying to take that deposit out my account was restricted. I followed the procedures and resubmitted my verification again, which was a little suspicious. I have called. They told me within 24 to 48 hours. I have left several emails with no response. I have read several reviews online and on this site about the various issues regarding this I am looking to file a class action lawsuit. This issue has affected my ability and relationship with the site that accepts the Skrill payment. They have kept technically stolen my money without an explanation. I see criminal penalty, if available.

  Business response

  10/14/2024

  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.
  
  To our understanding, you are unhappy that your e-wallet has been restricted. 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 with email address *************** in March, 2009 you agreed to the applicable Skrill Account Terms of Use ************************************************************************************************************************* According to our records, you never successfully transacted with that account and on  June 11 2022, you closed the account.
  
  On October 4, 2024, you contacted the Skrill Support Team to request reactivation and thus the account was reopened. As of 14, 2024 your account has been restricted for additional verification and you are asked to upload a picture of your official identity document to lift the restrictions of the account. Please note that those actions are in line with our mutual agreement.
  
  As to the nature of your complaint, as it seems that it concerns another account you might have registered with us, please note that we have addressed the matter directly to the Skrill`s account registered email address via our official communication channels. Please note that we cannot provide more information due to our privacy and compliance obligations.
  
  With that being explained, we hope that we have managed to address your complaint in a satisfactory manner, and we hope that you will understand our reasons why we cannot disclose here more information.
  
  If you have any questions regarding our decision, or your complaint, please do not hesitate to contact us.
  
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was using Skrill for a short time to pay freelance designers from other countries.Mid August Skrill decided to restrict my account for "possible scam". I explained the transactions i sent were not scam. They asked for me to re-verify my identity. I did multiple times with photos of myself with my drivers license & the debit card used. Its been almost 2 months, no one has gotten back to me. I sent in all the proper documents they asked for (bank statements, proof the card is mine, my ID etc)They are withholding over $500 from me in that account and wont let me withdraw my money. This has put a halt on business and potentially causing decrease in sales for my income. That $500 I need to help take care of my disabled step son. I do not make a lot of money and I need to withdraw to pay my bills. They won't return phone calls, emails, reply to my documents sent. I've called and emailed multiple times. **************** is horrible and withholding MY MONEY from my bank shouldn't be allowed. No one will help me from Skrill settle this. I keep being told "its being escalated" but it never gets anywhere. I do not know what else to do to get my money out of the app. At this point I do not even want to use this app and will find another way to pay people in other countries. But I need this money for my income.I can supply any documents needed for BBB that would be required

  Business response

  10/11/2024

  Dear Danielle Smith,

  Your complaint against Skrill USA, Inc. referred to the Better Business Bureau (BBB) with reference #22373377 has been passed on to the Complaints Department 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 couldn’t 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 June 5, 2024, and agreed to the applicable Skrill Account Terms of Use (https://www.skrill.com/en-us/footer/terms-conditions/skrillaccounttermsofuse/).
  
  To start with, please allow us to explain that the restrictions placed on your Skrill account on August 16, 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 do 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 7(d) of the Skrill Account Terms of Use <https://www.skrill.com/en-us/footer/terms-conditions/skrillaccounttermsofuse/> which you accepted upon creating your account with us on February 29, 2024, 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
  
  On August 25, 2024 Skrill refunded your latest card deposit back to source - TRN 5666713132 (500 USD upload with VISA 413022xxxxxx9417). As soon as the review was completed on September 10, 2024, the restrictions imposed on your Skrill account were amended and you were asked to provide an explanation of activity, bank statement, card statement with visible deposit TRN 5666713132 (500 USD upload with VISA 413022xxxxxx9417) and a holding ID image. You managed to provide all the requested information which was verified by Skrill and on October 10, 2024 your account was reinstated without undue delays, hence, you have been able to transaction as per usual and we are glad to confirm that your issue with the account restrictions was resolved.
  
  Please kindly note that the routine reviews may take 24-72 hours usually, however, the timeframe also depends on the current internal work 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 to partially 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 and you can utilized your funds at your discretion.
  
  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. Should you have any questions, please do not hesitate to contact us.
   
  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  10/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I regretfully just started using this company about 10 days ago. First time I had over $1000 dollars deposited into my account, they locked/froze my account and will not let me access any funds or let payments go through. I have called and talked to them and they claim my account is not froze, to just try troubleshooting which i already have and made no difference. After reading many complaints online this is on them and their side, intentional, that they do to thousands of people of holding on to their funds for no reason!

  Business response

  10/10/2024

  Dear Kyle Ronald Defauw,

  
  This email comes in response to your complaint against Skrill referred to the Better Business Bureau with reference #22361255.
  
  Your case has been passed on to the Complaints Department 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.
  
  To our understanding, you are unhappy that you were not able to place a successful outgoing transaction and that your funds were blocked at your Skrill account. As a settlement to your complaint, you asked that we immediately refund your funds
   
  While reviewing your complaint we took into account that by registering your Skrill account on September 20, 2024 you agreed to the applicable Skrill Account Terms of Use <https://www.skrill.com/en-us/footer/terms-conditions/skrillaccounttermsofuse/>. 
   
  To start with, please allow us to explain that the barriers for your account usage on September 30, 2024 were imposed by the automated security systems of Skrill. We cannot give detailed information as to why your transactions were not allowed at the time, 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
   
  According to our records starting October 1, 2024 you were able to process transaction as per usual and we are glad to confirm that your issue was resolved.
  
  Furthermore, we also wish to state that, as a regulated financial institution, Skrill is required to monitor transactions and perform periodic reviews to comply with legal and regulators’ requirements, therefore, we wish to confirm that such payment barriers can be placed 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. You were allowed to place a successful transaction as soon as technically possible and currently there is no outstanding available balance which we can refund.
   
  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 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 by replying to this message directly.
  
  Yours sincerely,
  Skrill Complaints Department

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/25/24 I loaded funds to my card. On 9/26 I tried to withdraw them at an ATM and to my surprise my account was restricted. I called and talked to several **** and nobody could tell me anything or give me a time frame my funds would be released. I've had skrill for some time and just got a new card. Went through all the security channels to activate it so it amazes me while I'm having a random security check done. I was told by 1 rep and 2 supervisors that this is policy and in their ******************* When asked what paragraph it says that in 1 rep couldn't tell me and said he'd have a supervisor call me back, both supervisor gave me different paragraphs and when I read it to them and said that's not what it says they hung up on me. I am writing a complaint here, to the corporate office and I'm going to follow the steps to go small claims court. Holding someone's money they are depending on in this day and time is serious. Especially when you don't give a reason or have a time frame on its release. After reading a lot of complaints I can see they do this a lot. I'm going to the full extent of the law with this one because this has put my family in financial jeopardy. No matter if it's $5 or $1000 I need access to my monies.

  Business response

  10/03/2024

  Dear ******* *******,
  
  This email 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.
  
  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 January 27, 2021 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 September 26, 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
  
  As soon as the review was completed, October 2, 2024, 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 regulatorsrequirements, 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.
  
  Going forward, we wish to address your telephone calls with the Skrill **************** team. We acknowledge the fact that the matter could have and should have been handled more efficiently in the first place and the information you were provided over the phone, regarding the applicable Terms, was incorrect.
  
  We would like to take this opportunity and offer you our sincere apologies for any inconvenience and frustration caused by our team. We always strive to deliver excellent customer experience, but we sometimes fall short and it is by handling complaints like yours that we can identify and rectify issues with our service. We would like to assure you that we will use the performed analysis of your complaint to address the issue accordingly with the aim of improving the service we provide.
  
  Based on our investigation, and the findings detailed above, we have made the decision to partially 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.
  
  Additionally, as we value our custom with you, would like to offer you a non-monetary compensation of ****** Knect points (equals to ***** USD), which you can later on exchange for e-cash.The amount will be added to your Knect balance in the next business days.
  
  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 via email on *********************************************************.
  
  Yours Sincerely,
  Skrill *********************

*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. ↩