Complaints

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I transferred $48 from my ******** account funds from selling a gift card on 9/27/23. I was told my account was unrestricted and usable. Since then I have not geek able to use the funds via my prepaid debit card and virtual card. I contacted Skrill via online chat on 9/27 to get a resolution and after multiple attempts and calls, I haven’t heard anything back from them and am concerned I will never see this money again.

  Business response

  10/04/2023

  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 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 unable to pay with the Skrill card so you can utilize your balance. You also wish for Skrill to immediately assist you with clearing out your funds.
  
  Our records indicate that you contacted us on September 16, 2023, to report transactions with your Skrill virtual card as unauthorized. You were accordingly provided with the Dispute Questionnaire which you filled out and sent us. The respective team reviewed it and informed you that there is not sufficient information in it, and it has not been filled out in a way that we can assist you, so they prompted you to fill it out again. You did not provide a new version but subsequently informed us that your previous phone was lost. On 22 September 2023, the virtual card (*******) and your Skrill account were temporarily suspended. You confirmed that you recognize no unauthorized activity, and the restrictions were lifted. On 27 September 2023, you cancelled the virtual card and ordered a new virtual one (*******).
  
  On September 27, 2023, you attempted to instruct a payment to ***** **** ******* **** ********* with your now cancelled card but it was declined. You also tried to pay to **************, *** ****** and multiple other merchants in the following days but they were all declined as well. Transactions with the Skrill physical card were also being declined (*******) in the same time period and to the same merchants. On September 30, 2023, you tried to withdraw funds directly from your Skrill account to your bank account as well but the attempts were rejected by the system. You contacted us to ask for help on September 27, 2023, and the matter was escalated to the relevant department. On October 2, 2023, they confirmed the issue has been resolved. On the same day, you managed to instruct two successful payments to **************, ************* with the physical card, clearing out your balance.
  
  Upon reviewing your case, we have taken into consideration that by registering your Skrill account on August 3, 2022 and applying for a VISA card, you have agreed to the Skrill Account Terms of Use and the Skrill Visa® Prepaid Card Cardholder Agreement.
  
  Please note be advised that there are certain processing restrictions imposed on payments with the Skrill virtual and physical card. Those include but are not limited to transactions with gaming merchants, transactions involving items that are directly convertible to cash such as gaming chips, money orders, opening deposits and wire transfer money orders. This information is publicly available in this article; as well as in section 11. of our  Skrill Visa® Prepaid Card Cardholder Agreement which stipulates that Certain types of transactions also may be prohibited, and that the Skrill Help Team could be contacted in case of doubts or questions at any time as set out in the section entitled “Customer Support: Contact the Skrill Help Team.”
  
  In addition, please note that some of your payment attempts were rejected by our automated security systems. It is possible for those systems to block certain payment attempts due to internal reasons which are specific, but we unfortunately cannot comment on them in detail due to security and compliance reasons.
  
  While we cannot give detailed information about the reasoning (since this is considered as sensitive internal data), we can say that the systems are designed to monitor different aspects of the client activities on a global level and might sometimes disallow certain payment attempts from being processed due to compliance, security or other valid reasons. While those measures might sometimes appear too strict or cumbersome to some end-users, they are necessary so we can safeguard the integrity of our payment system and protect customers’ funds.
  
  Please also be reminded of the following sections:
  
  Quote
  
  7. Transactions.
  
  (…)
  (b) Sending a Payment.
  (i) (…)  We may decline any proposed Transaction that we determine in our sole discretion violates, or may violate, applicable law or our own policies, including policies intended to identify and prevent money-laundering, fraud and other abuses of the U.S. financial system.  We may also limit the value and frequency of any proposed Transactions in our sole discretion.
  
  […]
  
  21. Our Liability for Failure to Complete Transactions
  
  If we do not properly complete a properly initiated Card Transaction on time or in the correct amount according to our Agreement with you, we will be liable for your losses or damages as required by Applicable Law.  However, there are some exceptions.  We will not be liable in the following instances:
  a. If through no fault of ours, you do not have enough funds available on your Card to complete the transaction;
  b. If a merchant refuses to accept your Card;
  c. If an ATM where you are making a cash withdrawal does not have enough cash;
  d. If an electronic terminal where you are making a transaction does not operate properly, and you knew about the problem when you initiated the transaction;
  e.  If access to your Card has been blocked after you reported your Card lost or stolen or your XYZ  Account compromised;
  f.  If there is a hold or your funds are subject to legal or administrative process or other encumbrance restricting their use;
  g.  lf we have reason to believe the requested transaction is unauthorized;
  h.  If circumstances beyond our control (such as fire, flood, or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; or
  i.  Any other exception stated in our Agreement with you.
  
  Unquote
  
  When you reported the matter to our Customer Support Team, it was escalated to the relevant department without delay who in turn took further measures to resolve it. On October 2, 2023, you were able to initiate two successful payments with the Skrill physical card.
  
  
  Last but not least, we reviewed our correspondence and can confirm that once you contacted us with your issue and our Customer Support representative took over your case, it was immediately escalated to the relevant department for review who took reasonable measures, therefore we believe your case was handled adequately and without undue delay.
  
  Having explained this, we hope that we have managed to shed light on how and why we implement our security systems as a regulated service provider, and you will now agree with us that such procedures are by no means ungrounded or arbitrary in nature.
  
  Our decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to partly 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 remain at your disposal should you have any questions or concerns, so please feel encouraged to contact us at ***************.
  
  Yours Sincerely,
  Skrill Complaints Department

  Customer response

  10/05/2023

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

  Better Business Bureau:

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

  Regards,

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

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently had an issue with skrill and tried to contact them 2 days straight. So I ended up filling a complaint with my bank. Once everything was settled my bank return the funds to skrill. My account was restricted because of this however when I finally got through to someone on 9/4/2023 they asked for proof I sent proof right away. They immediately responded within 3 hrs asking for more proof from my bank. I sent in the additional proof needed. Keep in mind I don’t owe skrill yet I have money on my skrill account that is STILL RESTRICTED! They’ve changed business hrs so now I have to stay up to 1am EST just to speak to someone only to keep being told it’s escalated. Skrill will not let me withdraw my funds. I even told them they don’t have to lift the restrictions if they don’t want to , but to just deposit my money in my bank . The reps that answer the phone is super rude most of the time! I just want my money!!!!!!

  Business response

  09/12/2023

  Dear ****** ********,
  
  Your complaint against Skrill USA, Inc. referred to the Better Business Bureau (BBB) with Complaint ID: ******** and has been passed on to the Complaints Department of Skrill for further review and response.
    
  As we understand it, you are unhappy with Skrill for restricting your account with available balance and placing reactivation requirements such as documents and a detailed explanation related to a chargeback you raised. As a settlement of your complaint, you demand to receive the funds remaining in your account.
  
  To turn to the facts, you initiated a deposit from your **** card ****** at ***** ***** ***** ***. for the amount of 200.00 USD on August 25, 2023.
  
  On August 31, 2023, Skrill received a chargeback for the same transaction which we had successfully processed and the funds for which you had already utilized for payments.
   
  As a result your Skrill account balance became negative and a restriction was applied to your account. On the same day, the funds from the chargeback were returned to your account. However, we advised you that, to fully re-activate your account, we would need an explanation of the chargeback, a paper-based, signed, and stamped official letter from the card issuing bank that no further disputes will be raised for the transaction in question, and a card statement showing the deposit to Skrill to serve as a proof of card ownership. Once the necessary documents were received, your account was activated on September 7, 2023.
  
  To start with, as stated in our mutual agreement, the Skrill Account Terms of Use<*****************************************************************************>, which you accepted at account creation in May 14, 2022, whenever a chargeback is received, Skrill has the right to restrict a customer’s account for payments for a period of time regardless of whether it holds funds or not, to mitigate its risk and potential financial loss. Please refer to the following sections of the Terms:
  
  Quote
  
  5. Stored Value Balance.  The balance of available funds in your Account is called your “Stored Value Balance.”  You may only access the Stored Value Balance on deposit at the Bank through the Program.  The Stored Value Balance represents an unsecured claim against Skrill USA).  The Program has no minimum balance requirements.
  
  […]
  
  (b) Insufficient Funds and Account Overdrafts.  You are not allowed to exceed the Stored Value Balance in your Account through an individual Transaction or a series of Transactions.  Nevertheless, if at any time a Transaction amount exceeds the balance of the funds available in your Account (creating a “negative balance”) you shall remain fully liable to us for the amount of the Transaction and any applicable fees or charges. Moreover, you will be required to repay such negative balance by uploading sufficient funds into your Account. Failure to do so is a breach of this Agreement. Repayment of the negative balance is due immediately without notice. We reserve the right, at any time, to send you reminders or to take other debt collection measures including but not limited to mandating a debt collection agency or attorneys or to pursue the claim in court. We reserve the right to charge you the expenses we reasonably incur in connection with any debt collection or enforcement efforts. We also reserve the right to cancel your participation in the Program should you create one or more negative balances.
  
  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 (x) charge any applicable fee as may be set forth in our fee schedule (see Section 9; Fees) and (y) 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 (…).
  
  ii) When you receive a payment, you shall be liable to us for any subsequent reversal of the Transaction (…).
  
  Unquote
  
  Therefore, we find Skrill’s actions in this case to be reasonable and in line with our published policies.
  
  As of August 31, 2023, the chargeback was reversed from your bank and the negative balance has been covered. On September 7, 2023, the restrictions related to the above-mentioned chargeback have also been lifted upon our review of the documents you had provided.
  
  We also listened to all of the telephone calls which occurred with our representatives, and we are confident that they provided you with accurate information regarding the status of your case at the time. As mentioned above, all actions on Skrill’s side were in line with our published policies which you agreed to upon account registration.  As of your claim that you cannot get in touch over the phone with Skrill, please note that as per the information published on our website our phone line is available within the following working hours:
  
  Quote
  
  ** **********
  Mon - Sun
  9 am - 7 pm EST
  
  Unquote
  
  Furthermore, you are always welcome to contact us via email on ************** and you will be assisted as swiftly as possible.
  
  Based on our investigation, and the findings detailed above, we have made the decision to partially uphold your complaint, in this instance. We confirm that your account is fully operational as of September 7, 2023. However, all actions prior to the reactivation were rightful and in line with our policies.
  
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  We hope that with the provided explanation, we have managed to address your concerns in a satisfactory manner.
  
  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, I created a Skrill account. After trying several merchants such as ********, **** ****, **** ** *** ***, ********, and ******, I noticed they were trying to charge me an extra 20% fee that was NOT mentioned on the website at all. I called into customer support and they were very rude and unhelpful, and there was no way to escalate the case. I told them to do so internally and they called back saying that the charge was for a restaurant tip, which was a blatant lie. No other cards I use charge an extra 20% tip. They refused to refund my ******, or push the transaction through because I just wanted my money back after dealing with this for over 2 hours. At the end, I just decided I waited long enough and deposited the extra unwritten 20% fee to pay for my food. On the prepaid card fee section on their website, there is ZERO mention of an extra 20% fee and even on the transaction history it doesn't explain it at all. Very shady and unethical business. They wanted me to withdraw my money so I could pay them 5.50 to withdraw to my bank. At the end of the day all I wanted was a refund or for them to push the transaction through, because what was on the website was totally inaccurate.

  Business response

  08/22/2023

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

  We are writing in response to your complaint against Skrill USA Inc. referred to the Better Business Bureau with case reference # ********.
  
  Please be advised that your case has been passed on to the Complaints Department of Skrill for further review and response. We would like to welcome this opportunity to investigate your concerns and address them accordingly.
  
  As we understand you are unhappy with the additional amount that ****** added to your payment with the Skrill Prepaid VISA card. As a settlement to your complaint, you have asked from Skrill to refund you the amount of 2.76 USD.
  
  Upon reviewing your case, we have taken into consideration that by registering your Skrill account on August 20, 2023 and applying for a virtual VISA card, you have agreed to the Skrill Account Terms of Use and the Skrill Visa® Prepaid Card Cardholder Agreement. You have applied for a virtual card on August 20 and tried to utilize the deposited amount of 13.78 USD. Few payment attempts (to ******** and ******) were declined by the respective merchant. You have then uploaded 2.76 USD more with your Mastercard and successfully made a prepaid card transaction to ****** on the same day. The request for pre-authorization amount that Skrill received from ****** was 16.54 USD. Please be advised that this is not the final (settlement) amount and on the following day when the payment has been fully settled (and shown on your Skrill TRN history) the final settlement amount requested from ****** was 13.78 USD.

  Please be advised that as stipulated in section 12 from the Cardholder Agreement, if you use your Card at a restaurant or other merchant where tipping is common, the merchant may preauthorize an amount greater than the purchase amount. For hotels, car rentals, or similar purchases where a deposit is commonly collected in advance, the merchant may request a preauthorization of the estimated final transaction amount. Any preauthorization of the amount will place a “hold” on your available funds in your Skrill Account until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received, the preauthorization amount on hold will be removed. It may take up to ten (10) Business Days for the hold to be removed; however, in some cases, it may take longer.  During the hold period, you will not have access to the preauthorized hold amount.
  We would like to confirm that the additional pre-authorization amount requested by ****** was indeed greater than the purchase amount. The difference has been returned to your Skrill balance upon final settlement for the payment in question and Skrill acted in accordance with the applicable policies and terms.
  
  As you have requested to be refunded the amount of 2.76 USD, please be advised that the funds were returned to your Mastercard ******** on August 22. Please expect the amount to be added to your bank balance within 7 calendar days.
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint. In case you wish to reactivate your Skrill account going forward, please reach out to us and we will assist with reopening it.
  Firstly, we would like to apologise for any inconvenience caused as a result of this matter. Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, like to thank you for bringing this matter to our attention.

  We hope that with the provided explanation, we have managed to address your concerns in a satisfactory manner and you will consider using our services in the future. Should you wish to add any further comments on the topic that we might have missed, please feel invited to get back to us.
  
  
  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  06/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for Skrill to send money to my cousin who lives in the ***********. I wanted to send her 250. I was allowed to send her 150.00 and then added another 100.00 to my balance to send her. However, my account was suspended. Skrill customer service asked me to answer some security questions and after 3 days emailed me saying my account has been deactivated. They provided no reason and I still have a 100.00 in my skrill account. They have not offered to send me my funds back to me. I am requesting that they send back the 100.00 balance I had in my account.

  Business response

  06/28/2023

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

  We are writing in response to your complaint against Skrill USA Inc. submitted to the Better Business Bureau with case reference # ********.
  
  Please note that your case has been referred to the Complaints Department of Skrill for further review and response.
  
  As we understand your complaint, you are unhappy about the fact that Skrill discontinued its business relationship with you without an elaborate explanation of the reasons behind its decision and closed your account with remaining balance in it. As a settlement to your complaint, you have requested that Skrill disclose the details surrounding its investigation and refund your balance.
  
  You opened your Skrill account on June 16, 2023, thereby agreeing to Skrill’s General Terms of Use.
  
  On June 17, 2023, your Skrill account was restricted for additional verification, and you were prompted to provide an explanation of your account related activity. You sent this information via email and, following an internal review, Skrill decided to discontinue its business relationship with you on June 25, 2023. Your balance of 100.00 USD formed through a **** card (ending on ********) deposit was refunded back to the card as the original source on June 26, 2023, thus your balance was emptied and your Skrill account – permanently closed.
  
  Skrill’s 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
  
  Having carefully considered the circumstances surrounding your complaint, we are satisfied that the matter has been worked correctly on our part and in accordance with our published policies. Your balance has now been fully refunded. In view of this, we have made the decision to partly uphold your complaint. 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.
  
  Skrill’s decision to end its relationship with you and close your digital wallet is based on various factors and is eventually accordant to General Terms of Use, governing our liabilities in similar situations. We understand that you request to know the exact reason for the termination, 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.
  
  Regarding the refund of your **** card deposit, please be advised that it was instructed on June 26, 2023, on Skrill’s end.  It usually takes around 7 calendar days for the amount to reach your account, however, this timeframe depends on your card issuer’s accounting policies as well so if the funds have not yet arrived, you can ask them for more details.
  
  We hope that you will understand our position, accept our apologies for not being able to provide you with a more positive or elaborative response and respect our decision to discontinue our business relationship.
  
  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Skrill has not given me access to my monies in almost 1 week. I have over $200 in that account. My Account is restricted for no reason. They are holding my funds for an error that they did. I have a medical condition and no access to my funds to buy my medication. Today is Friday still no update. The weekend is coming and I have no way to buy my medication. I can't go an entire week without it. I have sent countless of emails and messages asking for atleast and update and begging for someone to talk to me. I was told only it could take several days and that was the last communication I had. The customer service number they have is bogus and can NEVER reach a live person. The chat option is very basic and is no help.

  Business response

  06/26/2023

  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 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 disagree with the restrictions placed on your Skrill account as you find them to be incorrect and unreasonable. You believe that the restrictions are a result of Skrill’s error. Further to that, you claim that it was hard for you to find a way of contacting Skrill and believe the contacts provided do not exist. As a settlement to your complaint, you demand immediate access to your remaining balance.
  
  You opened your Skrill account on November 7, 2022, thereby agreeing to the Skrill Account Terms of Use, namely:
  
  Quote
  
  7. Transactions.
  
  d) Receiving a Payment.
  
  ii) When you receive a payment, you shall be liable to us for any subsequent reversal of the Transaction (…).
  
  […]
  
  28. ACH Authorization and Agreement. If your Funding Source(s) include a bank account, you agree that by providing your bank account details and number(s) to us, you are agreeing to this ACH Authorization and Agreement (“ACH Authorization and Agreement”) and certify to us and agree as follows (…) (iv) such bank account is in good standing;
  
  […]
  
  Unquote
  
  Please note that your Skrill account was automatically restricted for payments on June 19, 2023, following an ACH return for a deposit request in the amount of 20.00 USD, under *** ** **********. It appears that the deposit was unsuccessful due to insufficient funds and the return resulted in a negative balance. On June 19, 2023, you received 100.00 USD from a merchant under *** ** ********** hence the negative balance was covered.
  
  To safeguard the integrity of our payment system and protect customer’s funds, Skrill places temporary restrictions on accounts for which we receive an ACH return until we review the account and assess the situation.
  
  As soon as our dedicated department reviewed your account, they re-activated it, and you have now full access to your funds.
  
  Last but not least, we would like to address the allegation that Skrill’s contacts are difficult to find or that our phone numbers do not exist. Please note that our contacts are publicly available in the Help section of our website: How to contact us? Customers can choose from dialing our support line during working hours, chat with our bot Sofia, or message us from the ‘Contact’ sections of their account or directly from the guest contact form. Therefore, we find it reasonable to disagree with your allegation. In addition, once you contacted us with your issue and our Customer Support representative took over your case, it was immediately escalated to the relevant department for review, therefore we believe your case was handled adequately and without undue delay.
  
   As of June 26, 2023, the account was reactivated and is fully operational.
  
  Our decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to partly uphold your complaint, in this instance. We appreciate that this may not be the response that you were hoping for, but we hope that you understand the reason for our decision.
  
  We would like to assure you that Skrill takes complaints very seriously, and we draw on the experiences of our customers, to continually improve the products and services we offer. We would, therefore, still like to thank you for bringing this matter to our attention.
  
  We hope that with the provided explanation, we have managed to address your concerns in a satisfactory manner.
  
  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Skrill is affiliated with ******. You must verify your accounts and cards to transfer money to ******. It literally let me send thousands to ****** but won’t give me my money spent for fraud

  Business response

  07/11/2023

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

  This message comes as a response to your complaint against Skrill USA Inc. on the BBB (Better Business Bureau) website with case reference
  ********. Please be reminded that the resolution of your complaint depends on your feedback.

  We have contacted you at your registered email addresses in Skrill on June 28 and on July 3, 2023, prompting you to provide information which would help us with your complaint's investigation. Our records indicate we have not received a response to date. 

  We are kindly asking you once more to check the emails you have received from *************** and reply to them as soon as possible so we can assist you further. Please also let us know if you have questions or doubts.

  Yours sincerely,

  Skrill Complaints Department

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/24/23 transfer was confirmed fully transfered and completed by the sender for $1800 and the other transfer was automatically accidentally transferred on 05/26/23 and was confirmed and have trace tracking number for both transfers Amount: $1,000.00 Created: May 26, 2023 4:51:38 PM Account: **** *****... Status: ******* * ***** ID: *************** Amount: $1,800.00 Created: May 24, 2023 3:25:42 PM Account: **** *****... Status: ******* * **** ID: *************** And they told me can’t received money from third party I said ok than return it back till now they haven’t returned the money and they restricted my account than they removed restrictions but blocked my account from making phone calls to them the most shadiest company ever and their fraud and scam and total money laundering company

  Business response

  06/06/2023

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

  Your complaint against Skrill USA, Inc. referred to the Better Business Bureau with case reference # ******** has been passed on to the Complaints Department of Skrill for further review and response.
  
  Nature of complaint
  
  To our understanding, you made a transfer from your account on a merchant website to Skrill. You are unhappy that the funds were not credited to your Skrill account and were not refunded back to your account with the respective merchant in a timeframe you consider reasonable. As a settlement of your complaint, you expressed your desire for the matter to be resolved as soon as possible by crediting the funds to your Skrill account or returning them back to the sender.
  
  Factual background and findings
  
  You created your Skrill account on February 3, 2021, thereby agreeing to the Skrill Account Terms of Use.
  
  You contacted our Customer Service Team on May 25, 2023, regarding two transfers (in the amount of 1,000.00 USD and 1,800.00 USD, respectively) you intended to make to your personal Skrill account with email ********************, from your account with the merchant ********** **, and additionally provided screenshots of your communication with them as requested. Upon review, we established the transfers were instructed to Skrill’s bank account and not to your Skrill account. The issue was then escalated to the relevant department who in turn liaised with our partner bank. Once the transfers were located, Skrill took further actions in an attempt to resolve the matter. On June 4, 2023, you confirmed that the first transfer has been received by you. As of today, we have received confirmation that both were successfully refunded.
  
  For a better understanding of our response, we wish to first explain how transfers from merchants work within Skrill’s system. Firstly, if you wish to send funds from any merchant to your Skrill account, you need to check with the merchant if they support Skrill as a direct transfer/withdrawal option. If they do, you will be able to transfer your funds to your Skrill account balance by providing only your email address registered in Skrill. You can find further information in this article as well.
  
  With that being said, once you provided us with screenshots, and detailed information on your situation,  we established that in an attempt to receive funds from the merchant to your Skrill account, you most likely chose a withdrawal option on their website which allows you to withdraw funds to a specific bank account, not to a personal Skrill account, for which you would only need an email address/phone number registered in Skrill. As the merchant most likely does not offer direct transfers from them to a Skrill account, you entered Skrill’s bank account details in ************ ********** **** instead of your own bank account. This created a bank transfer from the merchant’s bank account to Skrill’s bank account.
  
  To clarify further, Skrill’s bank account is usually used for manual bank wire deposits from customer’s personal bank accounts in their own names. When a customer manually instructs a transfer from their own bank account to Skrill’s bank account, entering the bank account details you also entered (as a beneficiary), Skrill receives the deposit in its bank account and then credits the funds to the customer’s personal Skrill account.  In order to do that, the names in which the sender’s bank account is registered must fully match the names registered in the Skrill account. As publicly available in this article, bank transfers must originate from a bank account held in your name. In your instance, the sender’s names were not yours and the deposit was therefore treated as a third – party one ( the sender’s bank account is not in your name and does not match the names registered in your Skrill account). We refer you to the following section of our mutual agreement:
  
  Quote
  
  4. The Account.  The Account is a limited purpose, virtual account held by Skrill USA in an aggregated account for all Members in a bank or similar financial institution (the “Bank”), and is not an individual bank account established in your name.  Funds for all Members and Merchants are maintained in a custodial or pooled account held by Skrill USA at the Bank for the benefit of its customers.  You may fund your registered Account through (i) your credit or debit card issued by a U.S. financial institution; (ii) a bank deposit account held by you at a U.S. bank or other financial institution; (…)
  
  Unquote
  
  We wish to also clarify that the matter was immediately escalated to the designated department who in turn liaised with the relevant parties. Here, we remind you that communication between payment institutions is performed through established channels and follows certain procedures which might take time. However, we are content to confirm we took action to handle your case adequately and without delay, and that a refund of both transfers has been successfully processed to date. Once processed, bank transfer refunds may take 2-5 business days (weekends and holidays excluded) to reach your account. In addition, as of May 30, 2023, your Skrill account has been fully reactivated as the restriction applied a day earlier was resolved. To safeguard the integrity of our payment system and protect customers’ funds, Skrill sometimes places temporary restrictions on accounts at our sole discretion until we review them. As soon as our dedicated department reviewed your account, they re-activated it, and you gained full access to it within a day.
  
  On a side note, we wish refer you to our Contact page. Phone support is available Mon – Fri; 8 am - 5 pm ** local time; other options are also listed.
  
  Our decision
  
  Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint. A refund of both transfers has now been wired. 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.
  
   In case you wish to raise any additional concerns, please feel encouraged to contact us back.
  
  Yours Sincerely,
  Skrill Complaints Department

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with Skrill today, got verified etc, right after I deposited wht I had to get my kids to school for the rest of the week and some groceries, for no reason skrillz locked my account with my money in it and it's still in there despite submitted documents again, yet have they gotten back to me or unlocked my account and on top of tht they charged 10 for a card I ws supposed to gt for free they did not have my permission to touch Anything, so now my kids will be out of school for the rest of the week ! I called thm n they don't answer or put on a repeating message and they are not available online, how is a business like tht still running wen its clear they are stealing customers money apparently this is their mo. They need to be shut down n investigated, I already contacted their higher up as well as my lawyer why do we continue to let these ppl in our country so I want my money released including the money they took and for wages missed etc, I wanty refund plus

  Business response

  04/21/2023

  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.
  
  To our understanding, you are unhappy as your account was restricted with balance in it and you were requested to complete an additional verification procedure. You claim you have provided valid documents and request for your funds to be released with immediate effect.
  
  Please note that verifying a customer’s identity and ensuring customers are who they say they are, is Skrill’s regulatory obligation. In this sense, we are required to collect documents and information for verification at account opening or during periodic reviews. You may refer to the Skrill Account Terms of Use,  which you accepted when you registered on April 17, 2023, specifically:
  
  Quote
  
  6. Registering for the Program. In order to participate in the Program, you must be a U.S. citizen or legal permanent resident of the ****** ****** of at least 18 years of age (provided that certain Merchants may impose greater age restrictions to access their sites or purchase their products or services) and register for an Account at ***********************************************. To register your Account, you will need to provide certain information about yourself as prompted by the registration form. 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. You may register for the Program one time only and are permitted to have only one Account. We reserve the right to terminate the Program and close the Account of any Member who has opened multiple Accounts or registered multiple times for the Program without notice and in our sole discretion. Notwithstanding anything to the contrary in this Agreement, we are under no obligation to provide any Program services to any applicant or Member and may decline any application to participate in the Program at our sole discretion.
  
  […]
  
  12. Personal Information and Privacy. 
  (a)You are required to keep the information associated with your Account accurate and up to date. Continued use of your Account with inaccurate information may be regarded by us as a breach of this Agreement and may result in termination of your Account.  You agree that we may require you to provide additional information at any time in order to participate in our Program.  From time to time, we also may obtain information from third parties (including but not limited to credit or identity verification information) to ensure you are authorized to use your Funding Source(s), verify that your Funding Source(s) is/are in good standing or otherwise verify your ability to participate in the Program in accordance with this Agreement.
  
  […]
  
  7. (…)
  
  (c) We reserve the right to carry out any necessary money laundering, terrorism financing, fraud or other illegal activity checks before authorizing any withdrawal of your funds, including in relation to returning any funds to you after you have closed your Skrill Account.
  
  Unquote
  
  With that being said, we would like to confirm that Skrill’s actions in restricting your account and asking for additional verification to be completed in order to allow a refund or account reactivation were in line with our published policies.
  
  Please note that we will reactivate your Skrill account or consider a refund of your remaining balance of 179.00 USD on condition that you pass the respective verification. Therefore, you should upload an identity verification document along with a photograph of your face for face verification purposes from your account . To do so, you need to log in and follow the on-screen instructions.
  
  Additionally, we wish to address your concerns that a Card Application fee in the amount of 10.00 USD was deducted from your account balance on April 17, 2023 for the order of your ****** ******* ***** Please be advised that the standard application fee is publicly available in the ‘Fees’ section of our Website, and, in the addition, all conditions in connection with our Card fees are available in the ****** ***** ******* **** Cardholder Agreement. As visible in the List of all fees for ****** ***** ******* ****:
  
  Quote
  
  From April 27, 2021, there will be no application fee for a first card application for customers who meet the following criteria: (i)Fully verified Skrill Account; (ii) Deposited at least once into the Skrill Account using a deposit method other than paysafecard and paysafecash; and (iii)Downloaded and logged into the Skrill app. Any subsequent applications will be subject to a $10 application fee.
  
  Unquote
  
  We remind you that section (ii) is not fulfilled on your end, as receiving funds from another Skrill user does not qualify as an eligible deposit method.
  
  Please note that you will regain access to your funds as soon as the additional verification of your account is successfully completed.
  
  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. You are welcome to contact us back, should you have any further queries.
  
  Yours Sincerely,
  Skrill Complaints Department
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A bunch of crooks and criminals, this is all I have to say about this company. They allowed me to open an account and accepted my funds. From no where they just restricted it and told me I have to provide a address verification documents to unlock it. I'm currently in the process of getting my lost ID and don't even have a bank account not to talk of a current bank statement and I rent the property which I live on. I told them to transfer the money to a family member who has a verified account and they bluntly refused. I sent them a nasty reply and they just closed my account with all my money in it. These people shouldn't be allowed to run a business, they are criminals and a bunch of amateurs.

  Business response

  04/21/2023

  Dear Mr ******,
  
  Your complaint against Skrill referred to the Better Business Bureau with reference #******** has been forwarded to the Complaints Department of Skrill for further review and response. We welcome this opportunity to investigate your concerns and to address them accordingly.
  
  Nature of complaint
   
  To our understanding, you are unhappy about the fact that Skrill restricted your account with remaining balance in it and asked for verification documents you claim you could not provide. As a settlement to your complaint, you demand that the outstanding funds are transferred to another Skrill end-user with email ****************************.
  
  Factual background
  
  You opened your Skrill account on 18 July 2018, thereby agreeing to the Skrill Account Terms of Use. On 14 November 2022, Skrill restricted your account and prompted you to provide a valid address verification document. From January 2023 onwards, you attempted to complete the verification but your uploads could not be accepted. You contacted our Customer Support Team, explaining that you may not be able to provide the needed documentation and requested that your balance of 9.49 USD is transferred to another Skrill end-user with email ****************************.  After the review of your account was completed on 12 April 2023, Skrill decided to discontinue its business relationship with you. We initiated the transfer you demanded on the same day, thus emptying your balance. The account was then permanently closed.
  
  Findings
  
  First, we wish to confirm that our request for information and documentation was made in accordance with our regulatory obligations and in line with our mutual agreement. We have cited the applicable sections below for your convenience:
   
  Quote
   
  3.7. Your Skrill Account may be subject to upload, payment and withdrawal limits, depending on your country of residence, the verification status of your Skrill Account and other factors used by us to determine such limits from time to time at our sole discretion.
  
  […]
  
  4.5. All information you provide during the signup process or any time thereafter must be accurate and truthful. If you do not provide such information or cooperate as instructed by us within three (3) months of opening your Skrill Account or within such later deadline as we may notify to you at any time thereafter we may charge you an administration fee as displayed in the "Fees" section of the Website.
  
  […]
  
  5.1. You must ensure that the information recorded on your Skrill Account is always accurate and up to date and we shall not be liable for any loss arising out of your failure to do so. We may ask you at any time to confirm the accuracy of your information or to provide documents or other evidence.
  
  […]
  
  7.3. We reserve the right to carry out any necessary money laundering, terrorism financing, fraud or other illegal activity checks before authorising any withdrawal of your funds, including in relation to returning any funds to you after you have closed your Skrill Account.
  
  […]
  
  16.5. We may suspend your Skrill Account at any time if:
  16.5.1. we reasonably believe that your Skrill Account has been compromised or for other security reasons; or
  
  Unquote
   
  Please note that Skrill has standard verification procedures in place to ensure compliance with applicable anti-money laundering and other regulations. What this means is that customers may be asked to confirm their identity and other details at account opening or during periodic reviews. Verifying customers’ identity and ensuring that customers are who they say they are, is common practice among financial businesses. While we understand that such reviews might seem cumbersome to some users, it is of paramount importance to protect customers’ funds and privacy as well as safeguard the integrity of our payment system.
  
  We are also satisfied with Skrill’s decision to discontinue providing you with service, as we have sufficient grounds to state that you have breached the below-quoted sections of the Skrill Account Terms of Use:
   
  Quote
  
  16.4. We may at any time suspend or terminate your Skrill Account without notice if:
   
  16.4.1. you breach any condition of these Terms of Use or any other condition applicable to specific services covered by separate terms and conditions;
   
  16.4.2. you violate or we have reason to believe that you are in violation of any law or regulation that is applicable to your use of our services;
   
  16.4.3. we have reason to believe that you are in any way involved in any fraudulent activity, money laundering, terrorism financing or other criminal activity; or
   
  16.4.4. we have reason to believe that another Skrill Account or NETELLER Account provided by us or one of our group companies is held by you and has been used for any fraudulent activity, money laundering, terrorism financing or other criminal activity.
   
  Unquote
  
  While we acknowledge that you might expect a more thorough explanation for our actions, please note that we are not in a position to communicate in more detail or otherwise disclose any additional information related to our decision due to compliance restrictions applied on Skrill. Such information is considered internal and can be provided only to the competent authorities upon official request. If such is received by Skrill, we will provide any and all relevant information to the respective authority so as to facilitate their investigation and help them resolve the matter in full.
  
  As your balance has now been refunded as per your request, we would consider the matter resolved to your satisfaction.
  
  On a side note, you claimed to be expecting to receive funds from merchants. Please note that transfers within the Skrill system are instantly credited. If the funds were sent out while your Skrill account was restricted, please note that they did not arrive, and we advise you to contact the senders and arrange another payment option.
  
  Our decision
  
   Based on our investigation, and the findings detailed above, we have made the decision to uphold your complaint. Your outstanding funds were sent to the Skrill end-user of your choice, emptying your balance.
  
  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.
  
  Your rights – The ********* ********* *******
  
  In the event that you are dissatisfied with our decision, you also have the right to refer your complaint to the ********* ********* *******, free of charge. Please note that you would need to do so within 6 months of receiving this email, otherwise Skrill will be unable to consent to the ********* ********* ******* reviewing your complaint.
  
  You can contact the ***, where you will also be able to find more information, as follows:
  
  ********* ********* *******
  Exchange Tower
  ******
  *** ***
  
  Website: ************************************************
  Email: *****************************************
  Telephone: **** *** * *** ** **** *** * ***
  
  A web version of their consumer leaflet (“Want to take your complaint further?”) is available at ****************************************************************************.
  
  For more information, please review the attached complaints handling brochure.
  
  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

*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. ↩