Complaints

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

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:10/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 *********************

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this company to add money and use their services. They are now withholding my money and will not allow me to pull money off of my account. I need that money.

  Business Response

  Date: 09/17/2024

  Dear ********************** 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. We hereby welcome this opportunity to investigate your concerns and to address them 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 could not 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 September 8, 2024, and you were prompted to complete an additional verification for reactivation. On September 11, 2024,  another restriction was applied for review.Following your provisions and the reviews completion, the account was reactivated, on September 13, 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 regulatorsrequirements, 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 < ******************************************************************************************************************** agreed to upon account creation on August 17, 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 September 13, 2024, your Skrill account has been fully reactivated.
  
  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. We hope the situation was resolved to your satisfaction.
  
  Our decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint, in this instance. Your Skrill account is now fully active.
  
  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

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, I want to start by saying it's been weeks since my account is getting restricted. I need an answer right now to access and transfer my restricted funds. I've been calling many times, and I always get a push back to a later date with no commitment to working on my case at all. I've seen others getting their issues resolve within a week. There's no way I should wait 2 weeks to resolve my case with no update and transparency.

  Business Response

  Date: 09/18/2024

  Dear Mr *************** 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. 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 August 26, 2024, and you were prompted to complete a verification. On August 27, 2024, your account was restricted for an additional review. On September 17, 2024, the review was completed, and the account fully reactivated. 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 regulatorsrequirements, 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 ************************************************************************************************************************************************************************************************************************************* accepted upon account creation on August 21, 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 September 17, 2024, your Skrill account has been fully reactivated.
  
  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 uphold your complaint, in this instance. Your Skrill account is now fully active.
  
  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

  Date:09/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Skrill locked my account 11 days ago as soon as I deposited money into it for the first time. I have contacted them and they offered 0 information as to when they will unhand my money. I would like it released to me immediately.

  Customer Answer

  Date: 09/12/2024

  I need to update my phone number its no longer the one I provided

  Customer Answer

  Date: 09/13/2024

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

  Business Response

  Date: 09/17/2024

  Your recent complaint against Skrill USA **** filed with the Better Business Bureau with Complaint ID: ******** has been referred to the ********************* of Skrill for further review and response. We hereby welcome this opportunity to investigate your concerns and to address them accordingly.
  
  As we understand your complaint, you are not happy that your Skrill account got restricted while you had funds in the account. You demand that we immediately lift the restrictions of the account so that you can access your funds.
  
  To start with, we would like to provide the factual background on your case. According to our records, on Sep 1, 2024 your Skrill account got restricted by our automated security systems. Following an internal audit, on Sep 13, 2024, Skrill decided to end its business relationship with you. Your account balance amounting to 218 USD will be available for a refund upon provision of payment proof on your side: 
  - For upload TRN 5696796492, 20 USD deposited with VISA 410881xxxxxx4749, please provide us with bank statement showing the payment in question 
  - For upload TRN 5696729755. 200 USD deposited via bank wire from bank account ************ at The *********************************, please provide us with bank statement showing the payment in question. The statement should be in pdf format (not a picture of the statement) showing the bank account number, the account holder's names and the transfer in question. If you decide not to provide a payment proof for this bank wire deposit, the funds will be available for a refund to source 60 days after the upload date (60 days after Sep 6, 2024). 
  To speed up the refund process, we would advise you to provide us the requested documents (2 separate files) at your earliest convenience to ********************************************************* 
  Without provision of the requested, we can return the 200 USD back to source after Nov ****** upon your email request. For the rest (18 USD uploaded via ***** we can refund via bank upon provision of deposit proof. 
  
  While reviewing your complaint we took into account that by registering your Skrill account on Sep 1, 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 Sep 1, 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 sections of our mutual agreement:
   
  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.
   
  When receive a payment into your Account, we will credit your Account with the value of the payment. We reserve the right to () place a hold on funds credited to your Account and to limit the subsequent sending or withdrawal of such funds for a period of time in order to protect the Program and our Members from potential fraud, loss, chargeback/reversal risk or for other lawful purposes (including pursuant to our anti-money-laundering and related policies). In addition, we may require more time to review certain potentially high-risk transactions, and in certain cases, may place a hold on the payment and contact the sending Member or Recipient for additional information.
  
  12. Personal Information and Privacy. 
  
  (a) You are required to keep the information associated with your Account accurate and up to date. Continued use of your Account with inaccurate information may be regarded by us as a breach of this Agreement and may result in termination of your Account.  You agree that we may require you to provide additional information at any time in order to participate in our Program.
   
  Unquote
   
  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. we would like to reiterate that Skrill does not take liability for any loss a customer might claim should this be caused by Skrill meeting its regulatory and legal obligations. Please refer to sections 13 and 14 of the Skrill Account Terms of Use.
  
  Further to that, we confirm that Skrills decision to cease providing you with service was rightfully taken, pursuant to the same Terms:
  
  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
  
  Based on our investigation, and the findings detailed above, we have made the decision to partly uphold your complaint, in this instance. Skrill is not in position to provide you with service going forward and we have provided a resolution path for your blocked balance. 
   
  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 by replying to this message directly.
   
  Yours Sincerely,
  Skrill *********************

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with ********************** and added $100 to my account my account then gets restricted and my id and a selfie are needed to unlock my account. I get my account unlocked and then a few hours later my account is restricted once again for absolutely no reason and after calling they inform me I have to wait 72 hours for my account to be reviewed. It's been over 72 hours and my account is still restricted and my $100 is unable to be used and they tell me to wait another 72 hours. I need my money today and keep getting the run around from them.

  Business Response

  Date: 09/17/2024

  Dear Mr ***************** 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. We hereby welcome this opportunity to investigate your concerns and to address them 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 could not 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 September 7, 2024, and you were prompted to complete an additional verification for reactivation. On the next day, another restriction was applied for review. Following your provisions and the reviews completion, the account was reactivated, on September 13, 2024. In the meantime, you opted to file a complaint, to request immediate reactivation due to an emergency situation.
  
  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 regulatorsrequirements, 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 agreed to upon account creation on September 7,2024:
  
  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 September 13, 2024, your Skrill account has been fully reactivated.
  
  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. We hope the situation was resolved to your satisfaction.
  Our decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint, in this instance. Your Skrill account is now fully active.
  
  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

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred 2 ******** transactions to Skrill to use a Virtural debit card over a week ago the funds came out of my account immediately but they wont give me my money back or settle the 2 payments its stuck in Pending on their site so i cant retrieve MY MONEY and put it back in my account I called and they said i have to wait a few weeks THIS IS A SCAM i used other virtural card companies and they put the money right away I DIDNT GIVE THEM MY MONEY I TRANSFERRED TO A CARD TO USE ITS MY MONEY SND I WANT IT RETIRNED TO ** NOW THIS IS A SCAM

  Customer Answer

  Date: 09/09/2024

   

  These people are scammers they say they have Virtural debits cards you put your money on to use but when you

  transfer money they hold it and wont give it to you , im not paying them for anything i just transferred MY MONEY 

  TO USE ON MY VIRTURAL CARD THEH HAVE NO RIGHT TO HOLD MY MONEY AND STEAL IT THEY ARE
  EVIL SCAMMERS THAT MISLEAD THE PUBLIC AND NEED TO PUT OUT OF BUSINESS

  Customer Answer

  Date: 09/09/2024

   

  These people are scammers they say they have Virtural debits cards you put your money on to use but when you

  transfer money they hold it and wont give it to you , im not paying them for anything i just transferred MY MONEY 

  TO USE ON MY VIRTURAL CARD THEH HAVE NO RIGHT TO HOLD MY MONEY AND STEAL IT THEY ARE
  EVIL SCAMMERS THAT MISLEAD THE PUBLIC AND NEED TO PUT OUT OF BUSINESS

  Business Response

  Date: 09/12/2024

  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. 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.
   
  To our understanding, you are dissatisfied that *** deposits ********** and ********** were not processed as quickly as you expected. As a settlement, you request that they are immediately processed.
   
  To start with, we are sorry to hear that your experience with Skrill has been unsatisfactory.
   
  Please allow us to explain that, ultimately, *** deposits are processed within 3 business days (the day following the instructions is day 1). Our records indicate that deposit under TRN ID ********** was initiated on September 3, 2024, and the one under TRN ********** on September 4, 2024 (each in the amount of ***** USD). In addition, you claim the second deposit was accidentally instructed and you are not aware how it was deducted. Please be advised that this should be discussed with your bank, as it could also be an issue on their end. If an error or a technical issue occurred within your Skrill account, you can send us brand-new screenshots from the Skrill account if you attempt other deposits in the future, and this happens again.
  
  On rare occasions, when Skrill has not yet received a settlement confirmation from the *** processor or due to other factors outside of Skrills control, we might take up to 5-7 business days to credit the funds. This information is included in the Skrill Account Terms of Use, which you accepted at account creation on September 3, 2024, and this support article:
   
  Quote
   
  32. Amount, Timing or Specified Event/Action. () Settlement of *** transactions both credits and withdrawals to or from your Funding Source and credits and withdrawals to or from your Account will generally occur on the third (3rd) business day following the date of your request, although some settlements may occur more quickly. Settlements may be delayed if you provide incomplete or inaccurate information, or by events beyond Skrill USAs reasonable control.
   
  Unquote
   
  As per checking your Skrill account, we can confirm that your *** deposits were credited to your Skrill account on September 9, 2024 (the 3rd and 4th business day, respectively). Therefore, we are satisfied that Skrill has fulfilled its obligation to you in its capacity as an electronic money issuer with no deviation from the standard process.
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint, in this instance. The deposits have been credited successfully.
  
  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. In case of any further questions about the service we provide we encourage you to reach out to us at any time.
   
  Yours Sincerely,
  Skrill *********************

  
  

• Initial Complaint

  Date:09/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used skrill service did the id verification on the account then deposited funds in the amount of $401. Then when I went to send money the account was restricted and has been for over a week without any response from customer service.

  Business Response

  Date: 09/17/2024

  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 Complaints Department of Skrill for further review and response. We hereby welcome this opportunity to investigate your concerns and to address them 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 August 29, 2024, and you were prompted to complete an additional verification for reactivation. On August 30, 2024, another restriction was applied. Following your provisions and the reviews completion, the account was reactivated, on September 13, 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 agreed to upon account creation on August 29, 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 September 13, 2024, your Skrill account has been fully reactivated.
  
  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 uphold your complaint, in this instance. Your Skrill account is now fully active.
  
  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 Complaints Department

  Customer Answer

  Date: 09/17/2024

  [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,

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