Skrill USA, Inc.

Dear *** ***,We are sending this email in response to your complaint about the situation with your Skrill account and the service you have received.We 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 account situation we noticed that you experienced login difficulties on July **, In similar instances, customers are usually able to reset their password on their own by completing the password retrieval procedure on our websiteAs part of the procedure, we sent multiple email confirmations for password reset to your Skrill account email address ***You claim that you have not received any of the automatic password retrieval messages, and you contacted our team requesting assistance with regaining access to your Skrill accountOn the same day as per our procedure we provided you with our phone number +** *** *** *** and confirmed the operational hours when you can reach us: Mon-Fri, 8:- 17:GMTThis information is also published in the Contact section on our website and all phone numbers listed there are operational, however only the one provided by our representatives in the email we sent you should be used for business accounts like yours.At a later point you informed us that the credit card you had on file was not valid anymore, thus you were unable to pass the login security challenge requiring confirmation of the card detailsAfter your explanation of the matter our team took all necessary actions ensuring you will be able to gain access to the accountAs we can see this resulted in successful login and funds processing afterwards.Addressing your verification concern we should remind you that as per the previous communication on the matter, completing your account verification would require from you to send additional documents to the ones already providedNamely, we would expect to receive a filled Merchant Questionnaire and a certificate of incorporation of your companyIn addition we are still waiting your confirmation of what you will be selling on your website so we can properly assess your business model and our business relationship with you.While we are satisfied that the matter has been handled correctly on our part so far, we would like to take the opportunity to apologize for any inconvenience you might have experienced and to encourage you to contact our Merchant support at [email protected] so we can resolve the verification matter for you.Yours sincerely,Skrill Complaints Department

Dear *** ***,Thank you for contacting us.We have been unable to locate a Skrill account relating to such a complaint in our system with the email we have for you - ***We would like to suggest that you check the email registered with your Skrill account and contact us, so we
can further assist.Kindly note that complaints are personalIn case the matter relates to an account under a different name, please have the account holder contact us.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 #***We would like to point out that Skrill Incand Skrill Ltdare separate legal entities, and your contractual relationship is with the
latter (Skrill Ltd.), and not the former (Skrill Inc.)We are really sorry to hear that you experienced difficulties withdrawing your fundsWe can confirm that this was due to a routine security check run by our system at the time, which clashed with your attempts and caused them to failYou first tried to withdraw your funds on the *** July, and you were notified the following day that the issue was resolved, so you successfully withdrew any remaining balance on your business Skrill account to your *** *** bank account on the *** July Hence, it looks like your desired resolution has been reachedThat being said, we would like to take this opportunity to extend our sincere apologies for any inconvenience or handling delays you might have experiencedOur team always strives to deliver a good customer experience but we sometimes fall shortWe realize that the above issues could have and should have been addressed in a more timely mannerWe would like to assure you that this matter will be further reviewed by the appropriate team so as to improve our level of service in the futureIf you are not satisfied with our response for any reason, feel free to get back to us, and we would welcome the opportunity to reinvestigate your concerns and resolve the matter in fullShould you wish to get in touch with us directly, please call us on ** *** *** *** or email us at ***Kind Regards, 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:
I am not willing to provide my personal information to SkrillI did not request any services from them and do not wish to do so in the futureI have contacted the bank to dispute the charges but still require further information regarding who made the unauthorized chargesI will continue to work through with the bank and the *** to reach a resolution since Skrill's policy will not allow them to cooperate in understanding how this situation occurred.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***, This email comes in response to your complaint against Skrill USA, Incabout two allegedly unauthorised charges from Skrill which you say appeared on your banking transaction on June **, 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 addressGlobal e-commerce brands such as ***, *** and *** *** are just some of the merchants who use our platform to accept payments onlineWhile we do not have an account in our system registered in your name, judging by the information provided by you it appears that someone who had access to your card details has made a payment via Skrill using your card detailsNote that a card transaction cannot be processed by Skrill unless the consumer provides the full card number, expiry date and cvv number, i.edetails that only the card holder and the card issuer would normally be aware ofIn that sense, you should be informed that if your financial details have been compromised, this has been done outside our system and we are not in the position to investigate how and when did that happenHowever, we can provide details about the payment including but not limited to who was the was recipient of the funds and what was the IP address the transaction was initiated fromSimilar information, collected by Skrill in its capacity of payment processor, can help the competent authorities investigate the matter and potentially identify the person who abused your detailsIn case you decide to further escalate the issue, you may contact your local police or the *** *** *** *** (***) a partnership between the *** and the *** *** *** *** ***In order for us to identify the disputed transaction and provide additional information about it, we will require the following information from you: - full name of the card holder - card type - first six and last four digits of the card As an alternative, you may consider requesting further assistance from your bank directlyPlease note that card holders have liability coverage on behalf of their card issuing bank so your bank could and should be able to provide a certain level of protection for transactions completed with your cardNote that in the instance where a credit/debit card is compromised and funds have been debited without the card holder’s authorization, you should cancel the card or at least have it temporary blocked until the issue is fully investigated by your bankShould you wish to contact us directly, please use our contact form http://help.skrill.com/en-us/ContactSkrill quoting your Revdex.com reference number: *** You may also contact us on our toll free number ** *** *** *** or mailing address: Skrill USA, Inc** *** *** *** *** *** *** *** USA We hope you will find this information useful and look forward to hearing from youBest regards, Yavor I*** Skrill Complaints Department

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 in details we would like to confirm that your Skrill account has been locked on ** February following an internal auditNamely, 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 proceduresConsidering the lack of the mentioned verification at the time of your deposit attempts, the payments you instructed has been returned back to the card used.Furthermore, we have to acknowledge the fact that your Skrill account with email address ***, which is subject of this discussion was opened on ** January 2017, at which point you already had another account registered account under email address ***While this matter is now resolved and no longer a concern, it was a subject of security review at the time of your account’s verification, as having more than one active account in our system is against our General Terms of Use. Based on the documents you have subsequently provided, your Skrill account with email address *** was successfully verified and is now active and operationalThe additional account with email address *** was respectively closed. While we realize the gravity of your concerns and would like to offer our apologies for any delays and ensuing inconvenience you may have experienced as a result of our strict security measures, we would like to point out that verifying your identity prior to processing your card deposits was required to ensure compliance with applicable anti money-laundering regulations.Further to the reported situation we would like to acknowledge the fact that the matter could have and should have been handled betterYour concerns will be addressed accordingly and we will analyse all matters surrounding the case, so we can take appropriate actions in order to prevent such uncommon events from happening in future.Kind regards,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:
The business was unwilling or unable to account for how my credit card was used to initiate a purchase through their site (skrill.com)I was asked to provide personally identifiable information including name and partial card number in exchange for information and respectfully declined
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** *** ***, Please be informed that your case has been escalated for further review and response. Further to your objection on our previous statement, we carefully reviewed the circumstances surrounding your complaint, and we are satisfied that in making the decision to discontinue our business relationship with you and charge you administration fee of EUR, Skrill acted correctly and in accordance with its published policiesRelevant sections of Skrill’s General Terms of Use are quoted below for your convenience:QuoteIt is strictly forbidden to use your Skrill Account for any illegal purposes including but not limited to fraud and money launderingWe will report anysuspiciousactivity to the relevant law enforcement agencyYou are prohibited from using your Skrill Account in an attempt to abuse, exploit or circumvent the usage restrictions imposed by a merchant on the services itprovides.[…]If you conduct or attempt to conduct any transaction in violation of the prohibitions contained in this section or without the necessary approval under section 11.5, 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.UnquoteWhile we realize the seriousness of your concerns, we are not in a position to disclose any additional information concerning our internal review due to certain compliance restrictions applied on SkrillNevertheless, we can and we will provide such information to any relevant authority upon official request so as to facilitate their own investigation and help them resolve the matter in full.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 at this stage, and respect our decision to discontinue our business relationship.Your 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 are pleased to confirm that your deposit in the amount of $20,has now been credited to your Skrill account balance in full, and your
funds are currently at your disposal. Please note that it is crucial that we are able to identify our customers and verify their registered details in order to comply with strict U.Sregulatory requirementsHence, Skrill placed a temporary hold on the funds you had deposited and requested verification documents from you and additional information so as to be able to verify your identity and the origin of these fundsFor more information, please refer to Skrill’s General Terms of Use, which you have accepted upon registration and which are available on Skrill’s official website* ***. We hope that you will find the resolution offered satisfactory and accept our apologies for any delays or inconvenience you have experienced. In case of any pending issues or concerns, please feel encouraged to contact us directly via our contact page: ***, and further assistance will be provided accordingly.Yours Sincerely,Skrill Complaints Department

Dear *** ***, This email comes in response to your complaint against Skrill USA, Incabout two allegedly unauthorised charges from Skrill which you say appeared on your banking
transaction on June **, 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 addressGlobal e-commerce brands such as ***, *** and *** *** are just some of the merchants who use our platform to accept payments onlineWhile we do not have an account in our system registered in your name, judging by the information provided by you it appears that someone who had access to your card details has made a payment via Skrill using your card detailsNote that a card transaction cannot be processed by Skrill unless the consumer provides the full card number, expiry date and cvv number, i.edetails that only the card holder and the card issuer would normally be aware ofIn that sense, you should be informed that if your financial details have been compromised, this has been done outside our system and we are not in the position to investigate how and when did that happenHowever, we can provide details about the payment including but not limited to who was the was recipient of the funds and what was the IP address the transaction was initiated fromSimilar information, collected by Skrill in its capacity of payment processor, can help the competent authorities investigate the matter and potentially identify the person who abused your detailsIn case you decide to further escalate the issue, you may contact your local police or the *** *** *** *** (***) a partnership between the *** and the *** *** *** *** ***In order for us to identify the disputed transaction and provide additional information about it, we will require the following information from you: - full name of the card holder - card type - first six and last four digits of the card As an alternative, you may consider requesting further assistance from your bank directlyPlease note that card holders have liability coverage on behalf of their card issuing bank so your bank could and should be able to provide a certain level of protection for transactions completed with your cardNote that in the instance where a credit/debit card is compromised and funds have been debited without the card holder’s authorization, you should cancel the card or at least have it temporary blocked until the issue is fully investigated by your bankShould you wish to contact us directly, please use our contact form http://help.skrill.com/en-us/ContactSkrill quoting your Revdex.com reference number: *** You may also contact us on our toll free number ** *** *** *** or mailing address: Skrill USA, Inc** *** *** *** *** *** *** *** USA We hope you will find this information useful and look forward to hearing from youBest regards, Yavor I*** Skrill Complaints Department

Dear *** ***,Further to our previous correspondence regarding you complaint against Skrill USA, Increferred to the Revdex.com with case reference #***, please note that Skrill is a payment processor and Skrill USA, Incis not a representative of *** or an affiliated company. Furthermore, following a thorough search in our system, we would like to confirm that we have not identified any payment or payment attempt to this merchant (i.eto ***) corresponding to the details provided in your complaint such as names, e-mail address, etc. Hence, we kindly recommend that you address your concerns related to any orders made on this website and/or any charges to your card for such orders directly to the merchant in question (i.e*** or the company behind it). We also noticed that you mention having a *** receipt for one or more of the payments currently in disputeIn view of this, please double-check the exact payment method used and consider contacting the respective payment processor (e.gPayPal) for further assistance, if relevant.We hope that the above information will prove helpful to you in having the matter resolved.Yours 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 was a charge to your checking account for $77.18, corresponding to a
payment allegedly made via Skrill on ** February You claim that you did not authorize this payment and want to be reimbursed by Skrill in full.We are really sorry to hear that you have been charged for a payment which you did not recognizeIt should be noted that we received your complaint with considerable delay due to miscommunication issuesWe therefore apologize for contacting you about the matter now and kindly ask for your understanding as we are obligated to respond and address your concerns irrespective of any time lag. We would like to confirm that, following a thorough investigation on our part, we were unable to identify such a payment made in our system under the e-mail address mentioned (***) or matching the rest of the details included in your complaint (such as names, address, etc.)We hope, however, that the matter has already been resolved to your satisfaction with the help of your bank.Nevertheless, we remain open to re-investigating your complaint should you wish that we do so and should you be able to provide us with additional relevant information which would help us identify the disputed chargePlease feel free to contact us directly by calling +* *** *** *** or via 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
responseFirst off, 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 future. We have carefully considered the matters you 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 merchant 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 choose 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 met. For additional information, please refer to our article of our Terms of Use ***
Skrill’s actions in this case are consistent with its published policies and while we understand that this is not the aswer you were hoping to receive, we hope you will understand our position. We appreciate your business and wish you success in your venture. Kind regards,Skrill Complaints Department

Dear *** ***,Please be informed that your case has been referred to the Complaints Department of Skrill for further review and response.As we understand, you are unhappy about the fact that after you made a successful deposit to your Skrill account, you were unable to make a money transfer
You want your funds, including any fees charged, accordingly returned to you in full.On August *, you opened a Skrill account, thereby agreeing to Skrill’s General Terms of Use (***)The same day you made a successful paysafecard deposit to your account in the amount of $(including the applicable deposit fees)Then you made multiple unsuccessful attempts to transfer these funds to another Skrill users. As a result 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.As we acknowledge the fact that you successfully completed the `Know Your Customer` verification procedures, 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 deviceNevertheless, in respect of your request we have sent the previously deposited amount of $to your registered bank account on August **, The funds should reach the beneficiary bank account in 2-business daysWe understand that this situation has been a discouraging experience on your part but hope that despite all, you will accept our apologies and continue to use our services in the futureFeedback 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 reinvestigate 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 #***. As we understand, you complain about the fact that there was a charge to your checking account for $77.18,
corresponding to a payment allegedly made via Skrill on ** February You claim that you did not authorize this payment and want to be reimbursed by Skrill in full.We are really sorry to hear that you have been charged for a payment which you did not recognizeIt should be noted that we received your complaint with considerable delay due to miscommunication issuesWe therefore apologize for contacting you about the matter now and kindly ask for your understanding as we are obligated to respond and address your concerns irrespective of any time lag. We would like to confirm that, following a thorough investigation on our part, we were unable to identify such a payment made in our system under the e-mail address mentioned (***) or matching the rest of the details included in your complaint (such as names, address, etc.)We hope, however, that the matter has already been resolved to your satisfaction with the help of your bank.Nevertheless, we remain open to re-investigating your complaint should you wish that we do so and should you be able to provide us with additional relevant information which would help us identify the disputed chargePlease feel free to contact us directly by calling +* *** *** *** or via our contact page: ***.Yours Sincerely,Skrill Complaints Department

We are sorry to hear that you are not satisfied with our responseAs mentioned in our previous correspondence, the payment methods you are interested in are not supported by SkrillWe should reiterate that Skrill cannot and does not guarantee the availability of a particular withdrawal method and may make changes to or discontinue a particular withdrawal method at any time as long as there is at least one withdrawal method available to youAs previously discussed, we can transfer the remaining balance of your Skrill account to a bank account in your nameYou can login to your Skrill account and add your bank details at any timeWhile we understand that you do not wish to provide personal and financial information about yourself, you should be reminded that by registering with us and accepting our Terms of Use ( *** ) and Privacy Policy ( *** ), you have explicitly agreed to provide such informationIf you did not agree with our published policies, you should not have proceed with account registration in the first place as please note that we cannot be reasonably expected to offer proper service delivery and in particular, payout processing, without certain information such as your bank account detailsWe hope you will understand our positionWe are now closing our files on this caseIn the event you decide to register your bank details, please let us know so we can initiate the transferYours sincerely, *** **
*** *** ***
*** *** ***
***
** ***
** ** *** *** *** *** ***

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

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, *** ***

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Dear *** ***,This message comes in response to your complaint against Skrill USA Increferred to the Revdex.com on or around July **, 2015.We respect your decision to escalate your complaint to the Revdex.com serviceIn most cases, complaints do not need to be escalated to that level and can be resolved at an earlier stageHowever, having reviewed the circumstances surrounding your complaint, we acknowledge the fact that our team could have done better in the case at hand and should have offered you a resolution in a more reasonable time frameThat being said, we would like to take this opportunity to extend our sincere apologies for the delay in addressing your concerns as well as thank you for your composure during your multiple contacts to Skrill. As you might have noticed by now, we have contacted you directly in a separate email earlier today asking you for some additional information regarding the incident so as to be able to complete our internal investigation and offer you a satisfactory resolution. Please feel invited to review our request and get back to us at your convenienceShould you have questions or concerns in the interim, please feel free to contact us directly using the contact details below:Email: ***Telephone: *** *** *** ***Web form: http://help.skrill.com/en/ContactSkrill For the avoidance of doubt, you should note that Skrill USA Incand *** *** are two different entities, and your contractual agreement is with the latter*** *** is a company incorporated under the laws of *** and *** with registration number *** and is authorized by the *** *** *** *** under the Electronic Money Regulations for the issuing of electronic moneyFor additional information, please refer to our Terms of Use (https://www.skrill.com/en/siteinformation/terms-conditions/) accepted by you upon account registration. Yours 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 point out
that Skrill Incand Skrill Ltdare separate legal entities, and your contractual relationship is with the latter (Skrill Ltd.), and not the former (Skrill Inc.)We are really sorry to hear that you experienced difficulties withdrawing your fundsWe can confirm that this was due to a routine security check run by our system at the time, which clashed with your attempts and caused them to failYou first tried to withdraw your funds on the *** July, and you were notified the following day that the issue was resolved, so you successfully withdrew any remaining balance on your business Skrill account to your *** *** bank account on the *** July Hence, it looks like your desired resolution has been reachedThat being said, we would like to take this opportunity to extend our sincere apologies for any inconvenience or handling delays you might have experiencedOur team always strives to deliver a good customer experience but we sometimes fall shortWe realize that the above issues could have and should have been addressed in a more timely mannerWe would like to assure you that this matter will be further reviewed by the appropriate team so as to improve our level of service in the futureIf you are not satisfied with our response for any reason, feel free to get back to us, and we would welcome the opportunity to reinvestigate your concerns and resolve the matter in fullShould you wish to get in touch with us directly, please call us on ** *** *** *** or email us at ***Kind Regards, Skrill Complaints Department