Skrill USA, Inc.

Dear *** ***,We are writing in response to your complaint against Skrill USA Increferred to the Revdex.com with case reference ***.Please note that your case has been referred to the Complaints Department of Skrill for further review and
response. We are really sorry to learn about your recent experience with Skrill and wish to hereby extend our sincere apologies for the inconvenience caused.While reviewing the circumstances surrounding your complaint, we noticed that you made a deposit to Skrill in the amount of $ on February **, 2015, however, the funds could not be properly credited to your Skrill account as our team needed a transaction settlement confirmation from the processing bankIt appears that the respective confirmation has been received with a certain delay and has not been properly communicated to our team, hence the delay in releasing the funds for further use. We apologize for the inconvenience caused and wish to hereby confirm that the funds you uploaded are now at your disposal and your Skrill account has been fully verified so you don’t have to complete verification procedures in the future. For your inconvenience and in recognition of your valued membership, we will be processing a courtesy credit to your Skrill account in the amount of $within the next 24-hours. We hope you will accept our apologies for any inconsistency of service on our part and will consider transacting with Skrill in the future despite your recent experience.If you are not satisfied with our response or the actions we have taken to rectify the situation, please do not hesitate to get back to us directly as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full.Yours sincerely,Skrill Complaints Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I spoke to my bank again today,transfer is still not reflectingPlease be so kind and send me the email account your processing bank partner(***)used to send the MTSWIFT reference to my bank as well as the date it was sentThis is the information they require
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Dear *** ***,We are sending this email in response to your complaint about the situation with your Skrill accountWe respect your decision to contact the Revdex.com and while we acknowledge the fact that the issue you originally complained about has been resolved, we are sending you
this email in the hope that it will clarify the situation and address your concerns in full.Reviewing your complaint, we would like to confirm that when a client contacts our Customer support by phone, we are requiring confirmation of certain personal details, in order to identify the caller as the namely account holder, as well as to comply with certain regulatory requirements.Following such a phone conversation and the namely security check, your Skrill account has been locked as part of our verification procedureNamely, customers may be asked to confirm their identity and other personal details at account opening or during periodic reviews in accordance with Skrill’s standard “Know Your Customer” verification proceduresIn particular, your account was placed under temporary restriction pending such a review on * November 2016.In view of this, you informed us that you do not agree providing personal documents containing sensitive information and you prefer closure of your Skrill accountThus, we returned all recent deposits back to the original sourcesAs discussed, since you had additional balance of $as result of previous payments with Skrill and it was technically not possible for us to send those funds towards any of your cards, we had to close your account based on the situation at hand.Later on, you contacted us requesting the namely balance of $In our efforts to help bring this matter to a close we informed you that we can process the available funds to a bank account in your nameIn the followed communication you informed us that you do not feel comfortable providing additional personal information such as your bank account details regardless the terms of our Privacy policy, and you prefer to receive the funds by chequeIn response, you have been informed that as mentioned in the ‘Fees’ section on our website, for your country of registration the only available option for withdrawal is to a bank account in your nameWe confirmed that Skrill does not provide the option to issue cheques, thus it will be technically impossible for it to send you the funds via that payment method.Nevertheless, if you change your mind in future and decide to provide us with your bank account details, rest assured that we will gladly assist by processing the remaining balance to it.We would like to take the opportunity to once again apologize for any inconvenience you have experiencedNotwithstanding, we would like to point out that requesting verification before unlocking your account was necessary to ensure its security and protect the funds you had on it.Kind regards,Skrill Complaints Team

***
At this time, my complaint, ID ***regarding Skrill has been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,
***

Dear ** *** We are writing in response to your recent complaint against Skrill Limited referred to the Revdex.com on or around June *, Please note that your
case has been passed to the Complaints Department of Skrill for further review and responseFirstly, we would like to extend our sincere apologies for any inconvenience you have experienced as a result of our decision to discontinue our business relationship with youWhilst we understand your frustration and realize that the present response is likely to come as a further disappointment to you, we must formally confirm that our decision remains and we will not be able to offer you our services in the futureWe have carefully considered the matters you have raised and would like to take this opportunity to clarify our positionCustomers who wish to use our payment platform for commercial purposes are subject to specific internal assessmentThe same is governed by our approval procedures, risk and security criteria and stands to ensure compliance with regulatory and other requirementsBased on that, we decide if a contract with a seller should be established and maintained, under what conditions and circumstances under which it might be terminatedBusiness models are carefully reviewed by our assessment department and each case is considered individually, on its own merits, taking into account a number of factors at our sole but reasonable discretionUnfortunately, we cannot be more elaborative in that respect as information related to our assessment process is considered internalNeedless to say, however, it is a matter for our own commercial judgment to decide who do we ch oose to do business with and under what conditionsWe hope you understand our position and will accept our apologies in case your service expectations have not been metFor the avoidance of doubt, customers are using their Skrill account for commercial purposes if they are receiving payments for or in connection with any business activitySkrill reserves the right to determine whether, in its reasonable opinion, customers are using their Skrill account for commercial purposesFor additional information, please refer to our article of our Terms of Use (https://www.skrill.com/en/siteinformation/terms-and-conditions/)All things considered, we are satisfied that Skrill’s actions in this case are consistent with its published policiesAs requested, your account balance has been transferred to your registered bank account on June *, and money should be credited by nowWe appreciate your business and once again apologize for being unable to give you a more positive answerKind regards, Skrill Complaints Department

Revdex.com:At this time, I have not been contacted by Skrill USA, Inc. regarding complaint ID ***.Sincerely,*** *** *** ***

Dear ** ***, We are writing in response to your recent complaint against Skrill USA Increferred to the Revdex.com with case reference ***Please note that
your case has been referred to the Complaints Department of Skrill for further review and responseMy name is *** ***, I am a *** *** at Skrill and I have been assigned to consider your case on behalf of our teamI respect your decision to escalate your complaint to the Revdex.com and would like to hereby take the opportunity to address your concerns accordinglyI am really sorry to learn about the difficulties you have encountered while using our services and I wish to hereby apologize on behalf of our team for any inconvenience causedI noticed that you have submitted identity and address proof to Skrill for the purpose of verifying your account and enabling your withdrawal optionsUnfortunately, Skrill team took a considerable amount of time to review and confirm your documents and during that period you could not access your account balanceNeedless to say, such experience is unacceptable and I will make sure to follow up with the departments involved in order to fully investigate the issue and avoid future situations like thisFor your inconvenience and composure during your multiple contacts to Skrill, we have decided to issue a courtesy credit to your Skrill account in the amount of $ The amount will be added to your Skrill balance within the next 24-hours and you will be able to spend it online or withdraw it to your bank account whenever you decideYour Skrill account is fully verified now and you do not have to go through any further verification procedures so I very much hope that you will consider using our services in the future despite your recent experienceOur team always strives to deliver a good customer experience but we sometimes fall short and for that, I hope you will accept our formal apologies along with the compensation offeredIf you are not satisfied with our response for any reason, please do not hesitate to get back to us directly as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in fullYours sincerely,*** *** Skrill Complaints Departmentwww.skrill.com e: *** t: ** *** *** *** (Mon-Sun 24/7)

Thank you for your recent complaint against Skrill referred to the Revdex.come. Your comments have been duly noted and your case has been duly escalated to and reviewed by the
Complaints Department of Skrill. Having carefully considered all matters and the information that is currently available to us, we are satisfied that the matter has been worked correctly on our part and that Skrill’s actions in this case, namely the suspension of your Skrill account and the deduction of the administrative fee of AUD 150.00, are consistent with our published policies. While we are unable to provide you with specific details about our decision due to compliance restrictions imposed on Skrill, we can and we will provide any and all relevant details to the competent authorities upon official request and in case you decide to further escalate your complaint. What you should be aware of is that Skrill can reopen your case and reconsider its position upon receiving additional information from yourself which would help us confirm your identityOur assessment team has now contacted you in a separate email with information about our verification requirements. For additional information about Skrill’s obligations to verify the identity of its customers and comply with applicable anti-money laundering regulations, please refer to our Terms of Use accepted by you upon registration: ***We hope you will understand are position and fulfill our request so we can resolve the matter in a timely and satisfactory manner. We look forward to hearing from you soon and kindly thank you for your co-operation.Best regards,Yavor I***Skrill Complaints Department

Dear *** ***, We are writing in response to your complaint against Skrill USA Increferred to the Revdex.com on or around March **, (case reference ***)
Please note that your case has been passed to the Complaints Department of Skrill for further review and responseAs we understand, your complaint relates to a bank wire transfer in the amount of € you instructed from your Skrill account to your bank account on February *, You claim that although the payment has been requested over six weeks ago, it has not been credited to your bank account yetTo support your claim, you have submitted a copy of your bank statement confirming that as of February **, the payment from Skrill still has not reached your bank accountAs our team informed you previously, we aim to process bank wire withdrawals within 2-business daysHowever, intermediary banks and the beneficiary bank may sometimes cause delays beyond our controlNote that for the purposes of a withdrawal transaction, Skrill is a payer only and not a payment service provider (refSkrill Terms of Use, article ***) and therefore has limited control and visibility over a bank transfer once it is sent outNevertheless, we have approached ***, our processing bank partner, and asked them to trace the paymentAs a result, the bank confirmed that the transfer has been sent out successfully and supplied a MTSWIFT reference which has already been provided for yours and your bank's referenceThe MTSwift reference is a printout, which indicates the Transaction Reference, Value Date, Currency, Original Ordered Amount, Ordering Customer (Payer), Ordering Institution (Payer's Bank), Correspondent Bank/s, Beneficiary's Bank, Beneficiary, Payment Reference, ChargesThe message also serves as a proof that the sender's bank (Ordering Institution or Payer's/Skrill’s Bank) has executed the transfer to the other bank (Beneficiary's Bank)Since the transaction in question is no longer within our sphere of influence, your bank now needs to locate the payment based on the MTSWIFT reference provided, for please note that *** have closed their files on this caseHowever, if your bank is unable to locate the payment based on the MTSWIFT reference provided, please get back to us directly and provide a copy the correspondence exchanged with them, as this would serve as a basis to reopen your case and request further assistance from the processing bankWe hope you will find this information useful and remain at your disposal in case you need any further assistanceBest regards, Skrill Complaints Department

Dear *** ***,
We are writing to you in response to your complaint against Skrill USA Incwhich was recently brought to our attention by the Revdex.com
Skrill is an online payment system that enables businesses & private consumers to securely
and cost-effectively send and receive payments online simply by using an email address.
We understand you have experienced some difficulties while trying to pay onlineHowever, we have not been able to identify any completed payments or attempts for such under your email address - *** .
If the payment you are referring to has been processed by Skrill, we kindly ask you to get back to us and quote the unique transaction ID we always send to confirm a successful transaction and/or the email address you used to place your order with the respective seller
In the event that you have used another payment processor to complete your payment, you will need to contact them directly and/or continue your dialogue with the respective seller in order to settle the issue.
We hope you will find this information useful and look forward to hearing from you.
Best regards,
*** *** ***
*** *** ***
***
** ***
** ** *** *** *** *** ***

Dear *** ***, We are contacting you in response to your recent complaint against Skrill USA Increferred to the Revdex.com with case reference # ***We are
sorry to hear you felt distressed upon receiving a notification from us via emailAs you may already know, Skrill is an on-line payment services provider used by merchants and end customers alike as a more convenient and efficient way to make and receive money transfers on-lineAccording to our records, on * October you instructed a payment to *** choosing Skrill (known as Moneybookers at the time) as your preferred payment optionIn order to be able to process your payment, Skrill requested certain information from you such as your names, email address, card details, and country, and a guest profile was accordingly registered in our systemPlease note that the type of information required to execute the payment depends on the recipient (i.ethe merchant)When your card was about to be deleted from our system, a notification email to this effect was automatically generated and sent to the email address you had registered when making your paymentWe hope you will accept our apologies for any distress or inconvenience you have experienced as a result of receiving this notification and kindly ask for your understanding as this is an automated process aimed at keeping our users informed and up-to-dateIt should be noted that your guest profile is not an active, fully-fledged Skrill accountWe can close it upon your request or you may choose to register a Skrill account on ***Either way, we kindly recommend that should you wish to get in touch with us, you do so directly via our on-line contact form at ***You can also use the details on that page to contact us by phoneAs for the issues you raised in your complaint regarding our phone service, we can confirm that they have been referred to the relevant department for further investigation and would like to thank you for your feedbackWe hope you will find this information useful, and that we have managed to address your concerns in a satisfactory mannerYours Sincerely, Skrill Complaints Department

Fraudulent charge on my *** account was processed through Skrill this morning

Dear *** ***, We are writing in response to your complaint against Skrill USA, Increferred to the Revdex.com with case reference #***.As we understand, you are unhappy about the fact that after you made successful deposits to your Skrill account, you were unable to make
a money transfer.We would like to confirm that on ** July you opened a Skrill account, thereby agreeing to Skrill’s General Terms of Use: ***On ** November 2016, you made successful card deposits to your Skrill accountThen you made multiple unsuccessful attempts to transfer these funds to another Skrill user. Thus, you have contacted Skrill and you have been informed that confirmation of your personal details has to be performed in accordance with our published policiesNamely, Skrill has standard `Know Your Customer` verification procedures in place to ensure compliance with applicable anti-money laundering and other regulationsWhat this means is that customers may be asked to confirm their identity and other personal details at account opening or during periodic reviewsVerifying customers’ identity and ensuring that customers are who they say they are is common practice among financial businessesThis helps us protect customers’ funds and privacy as well as safeguard the integrity of our payment system.We also wish to point out that as a regulated institution Skrill must ensure its services are used in compliance with our Terms and Conditions and respectively, our monitoring systems may occasionally disallow certain payments to be processed.Going forward, you should note that transactions may sometimes fail due to various reasons, especially if one or more of the following requirements are not met:- Use the latest version of your internet browser and make sure it allows pop-ups- Clear the cache and cookies of your internet browser on a regular basis- Always access your Skrill account from a static IP address assigned to you by your Internet Service Provider- Avoid using VPN or proxy servers when visiting our website and using your Skrill account- If you are using our mobile app, ensure you have the latest version installed on your mobile deviceFurther on, after you have been asked to send an alternative US identification document, you informed us that you prefer not to continue with the `Know Your Customer` verification procedure, and you requested for the deposits to be returned to the cards used for the payments.In respect of your request we have returned all previously deposited funds to the original payment instruments on November The funds should already be returned back to the cards used for the deposits We understand that this situation has been a discouraging experience on your part but hope that despite all, you will accept our apologies for the inconvenience causedFeedback is always welcome and is a valuable part of our business so if you have any questions or comments, please let us knowWe will welcome the opportunity to re-investigate your concerns, if any, and help resolve the matter in full. Best regards,Skrill Complaints Department

Dear *** ***We are writing in response to your complaint against Skrill USA, Increferred to the Revdex.com with case reference # ***Please note that your case has been passed on 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 elaborative explanation of the reasons behind its decision and charged you an administration fee of $As a settlement to your complaint, you have requested from Skrill to return the amount of $to you. On June 6th, 2014, you opened a Skrill account at which time you agreed to our General Terms of Use ***)On February ***, Skrill decided to terminate your account and deduct an administration fee in the amount of $from your then current balanceSkrill's actions in this case are consistent with section and of our General Terms of Use ***) which state: “If you conduct or attempt to conduct any transaction in violation of the prohibitions contained in this section […], we reserve the right to: - reverse the transaction; and/or - close or suspend your Skrill Account; and/or- report the transaction to the relevant law enforcement agency; and/or- claim damages from you; and- charge you an administration fee of up to EUR in case we apply any of the above.” […] We may at any time suspend or terminate your Skrill Account without notice in case:you breach any condition of these Terms of Use or any other condition applicable to specific services covered by separate terms and conditions;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; orwe have reason to believe that you are in any way involved in any fraudulent activity, money laundering, terrorism financing or other criminal activity.” Having carefully considered the circumstances surrounding your complaint, we are satisfied that the matter has been worked correctly and in accordance with our published policiesThat being said, we are unable to uphold your complaint and offer you our services going forward or refund the administration fee as requestedAlso, you should be advised that due to compliance restrictions applied on Skrill, no further information regarding our decision and the adjoining actions can or will be provided to youSuch information is considered internal and can be provided only to the competent authorities upon official requestShould we happen to receive such, we will make sure to provide any and all relevant details so as to support the respective investigation and the resolution of your complaint. We realize that this response is likely to come as a disappointment to you, but hope that you will understand our position and accept our apologies for not being able to provide you with a more positive one at this point. If you are not satisfied with our final response for any reason and you believe we have violated our mutual contract in any way, you can choose to escalate your complaint further to any competent authority you deem fit for this purpose. Yours Sincerely,Skrill Complaints Department

We are writing in response to your complaint against Skrill USA Increferred to the Revdex.com with case reference ***Please note that your case has been referred to the
Complaints Department of Skrill for further review and responseWe are really sorry to learn about your negative experience with Skrill recently and wish to hereby extend our sincere apologies for any inconvenience causedWhile reviewing the circumstances surrounding your complaint, we noticed that you have made a deposit to Skrill in the amount of $ on or around February**, 2015, however, the funds could not be credited to your Skrill account as our team received very limited information from the processing bank, i.eonly your first name rather than your full name, and therefore could not properly identify the sender of the fundsAs a result, your deposit has been processed with a certain delay and funds have been credited to your Skrill account only after completing our investigation on March*, The amount of $is currently at your disposal and can be withdrawn or spend online whenever you consider appropriateWe apologize once again for any inconsistency of service you feel you have received from Skrill and hope you will consider using our services in the future despite your recent experienceIf you are not satisfied with our response and/or the actions we have taken to rectify the situation, please do not hesitate to get back to us directly as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in fullYours sincerely, Skrill Complaints Department

Dear *** ***, We are writing in response to your complaint against Skrill USA, Increferred to the Revdex.com with case reference #***We would like to
kindly point out that based on the details you registered when opening your Skrill account, you are currently in a business relationship with Skrill Limited, which is a different legal entity from Skrill USA, IncWe will investigate your complaint thoroughly and get back to you accordingly as soon as we have an update on your case or have achieved a positive resolution to itIn case you find the resolution offered unsatisfactory or if we do not manage to offer you one within the applicable time frames, please feel free to escalate your complaint further to the relevant regulatory body in the UK, as per section of Skrill Ltd’s General Terms of Use, made available on Skrill’s official websiteWe hope you will understand our position, and we remain at your disposal should you wish to raise additional concerns or have any further queries regarding the matterYou can contact us directly via our on-line contact form: *** Yours Sincerely, Skrill Complaints Department

Dear *** ***, We are contacting you with regards to your complaint against Skrill USA, Increferred to the Revdex.com with case reference #***Following up on our previous correspondence concerning the matter, we would like to confirm that on ** March Skrill
reimbursed you in full for any losses you had incurred following the incident and your Skrill account was credited with the funds accordinglyWe duly informed you via e-mail sent to you on ** March and, according to our records, you have not contacted us back to raise any additional concernsThus, we now consider the matter resolvedWe would like to take this opportunity to once again apologize for any delays or inconvenience you have experienced and to thank you for your patience and kind co-operationIn case of further queries, please feel free to contact us directly as per our contact details available on this page: ***, and we will assist you accordinglyYours Sincerely, Skrill Complaints Department

Dear *** ***, We are writing in response to your complaint against Skrill USA, Increferred to the Revdex.com with case reference #***As we understand, you complain about the fact that there have been two charges to your checking account for $each, corresponding
to payments allegedly made via SkrillYou claim that you did not authorize these charges and want to be reimbursed by Skrill in fullWe are really sorry to hear that you have been charged for payments you do not recognizeUnfortunately, however, after a thorough investigation on our part, we were unable to identify any payments or payment attempts under the e-mail address mentioned (***) or matching the rest of the details included in your complaint (such as names, address, etc.)We were also unable to find any Skrill account registered with those detailsIf the payments in question have indeed been processed by Skrill, we kindly ask that you get back in touch with us and provide additional information which would help us identify these payments in our systemFor example, if you have a credit/debit card linked to your checking account or if you have received confirmation e-mails from Skrill to an e-mail address of yours which differs from the one already provided in your complaint (***), please let us know as this would help us in our search of the disputed paymentsOnce we have more information, we would be happy to re-investigate your concerns and help resolve the matter in fullYou can get in touch with us directly by calling our toll free number, ** *** *** ***, or via e-mailFor more information, please refer to our contact page: *** Yours Sincerely, Skrill Complaints Department

Dear ** ***,We are writing in response to your recent complaint against Skrill USA Increferred to the Revdex.com with case reference # ***.Please note that your case has been referred to the Complaints Department of Skrill for further review and responseMy name
is *** ***, I am a *** *** at Skrill and I have been assigned to consider your case on behalf of our teamI respect your decision to escalate your complaint to the Revdex.com and would like to hereby take the opportunity to address your concerns accordingly. I am really sorry to learn about the difficulties you have encountered while using our services and I wish to hereby apologize on behalf of our team for any inconvenience caused.I acknowledge the fact that your Skrill account has been blocked as part of a routine security check and our team asked you to submit identity/address proof as well as to change your account login email and password in order to have your account reactivatedI noticed that you have fulfilled the majority of our requirements, however, since your email address has not been changed yet, your Skrill account remained blocked until now. To avoid further delays and inconvenience, I have now unlocked the account as an exception so you can continue with your next payment without necessarily changing your email addressThe account is fully verified which means you can withdraw your funds to your registered bank account or complete your payment to the intended merchant whenever you decide. I apologize once again for any inconvenience caused and I hope you will consider using our services in the future despite your recent experience. If you are not satisfied with our response for any reason, please do not hesitate to get back to us directly as we would welcome the opportunity to reinvestigate your concerns and help resolve the matter in full. Yours sincerely,*** ***Skrill Complaints Department***e: ***t: ** *** *** *** (Mon-Sun 24/7)