Skrill USA, Inc.

Review: skrill.com refuses to release my money in it's account. For more than 1 year my skrill account says needs verification. After providing all the necessary documentation to them and following their procedure to verify my account they have done nothing. Several attempts have been made to contact them and there is never a response, ever. The documentation provided for the account is personal and sensitive - yet they provide no proof of anything. They refuse to take any kind of action regarding my account - after I have followed all the proper procedures.Desired Settlement: I simply want the money in my account to be released to me.

Business

Response:

--- Dear [redacted], We are writing in response to your recent complaint against Skrill USA Inc. referred to the Revdex.com with case reference [redacted]. Please note that your case has been referred to the Complaints Department of Skrill for further review and response. My name is [redacted], I am a complaints officer at Skrill and I have been assigned to consider your case on behalf of our team. I 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 noticed that you have submitted identity and address proof to Skrill for the purpose of verifying your account and enabling your withdrawal options. Unfortunately, due to internal miscommunication Skrill team took a considerable amount of time to review and confirm your documents and during that period you could not access your account balance of $139.00 . Needless 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 this. For 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 $ 30.00. The amount will be added to your Skrill balance within the next 1-2 business days and you will be able to spend it online or withdraw it to your bank account along with the rest of your balance whenever you decide. Your 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 experience. Our 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 offered. 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, [redacted] Skrill Complaints Department

Review: I attempted to utilize the service provided by Skrill.com (formerly known as [redacted]) in order to use my credit card to make a purchase on the website [redacted]. When my purchase could not be fully processed on the [redacted] website after several hours of waiting I contacted [redacted] customer support and was told the the purchase showed as cancelled on their end and they had never received the funds totalling $33.45 despite my completion of the transaction through Skrill.com. I contacted Skrill.com to see why a charge had been levied on my credit card and yet had not been delivered to [redacted] but have received no reply after two separate emails detailing my concern and with evidence of my purchase sent on 10/**/14 and 10/**/14.Desired Settlement: I expect Skrill to provide a full refund of the credit card charge for $33.45 plus the foreign exchange fee of $0.66 to my credit card ending in [redacted]. I would further request that Skrill remove all of my personal and credit card information that they have on file from their records as I will no longer be utilizing their service in the future.

Business

Response:

Dear [redacted],

Thank you for your recent Revdex.com complaint and for bringing the matter to our attention.

Your case has been referred to the Complaints Department of Skrill for further review and response.

Having carefully investigated the circumstances surrounding your complaint, we would like to hereby confirm that Skrill has successfully processed your transaction to [redacted] on Oct **, 2014 for the amount of $ 33.45 and money has been duly sent to the respective merchant so they could go ahead and deliver the goods/services they were paid for. Since Skrill only acted as the processor of the payment, we recommend you contact the merchant directly to obtain more details about the status of your order and/or to request a refund.

The merchant's contact details are shown on their website [redacted] To help the merchant locate the received payment more easily, please feel invited to quote the following Skrill transaction reference: [redacted]

In the event that the merchant is unable to deliver the goods/service purchased or issue a refund within 2 business days, please feel encouraged to get in touch with us again and we’ll do our best to help you.

Best regards,

Review: Good afternoon.

I have the problem with Skrill. I opened and used Skrill account as freelancer. I work with several people wh? look for customers. These customers can be anywhere in the world and I received the money for the work from them. It was a design of a banner, a web-page or a custom site.

One day my Skrill account was frozen and several days after the support of Skrill sent email to me:

"[redacted]"

They just accused me in a [redacted] without any explanation.

I asked to return me the money which remained on the account because I found the following article:

17. Termination and suspension:

[...]

17.2. Together with a termination notice or at any time thereafter we may give you reasonable instructions on how to withdraw remaining funds.

And I didn't find the article which say that they don't return the funds from account.

But Skrill support said "[redacted]".

Please, help me return my money from the account.

Best Ragards, [redacted]Desired Settlement: I want to return the money (319 USD) from account and receive an explanation from Skrill support

Business

Response:

Dear [redacted], We are writing in response to your recent complaint against Skrill USA Inc. referred to the Revdex.com under case ID [redacted]. Please note that your case has been referred to the Complaints Department of Skrill for further review and response and that you were in a contractual relationship with Skrill Ltd. and not Skrill Inc. As we understand, you complain about the fact that your Skrill account has been closed and several of your recent incoming payments reversed. You want to be accordingly reimbursed for those reversals in the amount of $319. Following a thorough investigation of the circumstances surrounding your case, we have come to the conclusion that your case has been handled correctly on our part and that Skrill has acted in accordance with its published policies. In particular, please note that the reversals in question were performed as per section 11 of Skrill’s General Terms of Use, and your account has been closed in accordance with section 17 of those terms. Therefore, while we realize the seriousness of your concerns, we would nonetheless like to inform you that Skrill will not be cancelling the reversals of your recent incoming payments and will not be reimbursing you for those reversals as you have requested. We realize that this response is likely to come as a disappointment to you and would like to apologise for being unable to provide you with a more positive and elaborative one. We hope, however, that you will understand our position and respect our decision to discontinue our business relationship. If you are not satisfied with our response for any reason and believe we have violated our mutual contract in any way, please refer to section 20 of Skrill’s General Terms of Use for more information on the escalation path. Should you wish to contact us directly, feel free to do so via our on-line contact form: [redacted]. Yours Sincerely, Skrill Complaints Department

Review: I deposited $100 into my Skrill account a few weeks ago but came to find out the service does not suit my needs. I am trying to withdraw my money from this company and I was told it takes 2-5 business days. I made the request to withdraw $95 on 12-*-15 and I still have not yet received my money back. I've submitted several requests to customer service via their contact forms and my tickets get closed almost immediately with no resolution or contact made by the company. I've tried calling the listed telephone number and it has a busy signal constantly. I fear that I have been scammed by this merchant.Desired Settlement: I wish to have my $95 wired back to me which I requested over a wek ago.

Business

Response:

Dear [redacted], We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com on or around December **, 2015. Please note that your case has been passed to the Complaints Department of Skrill for further review and response. As we understand, your complaint relates to a bank wire transfer in the amount of $95.00 that you instructed from your Skrill account to your bank account on December *, 2015. You claim that although the payment has been requested over 2 weeks ago, it has not been credited to your bank account yet. We are sorry to hear about your experience. We value all our customers and always try to resolve problems so have undertaken a thorough investigation into this matter. According to our preliminary findings, the payment has been successfully executed our part and funds left our bank account on December **, 2015. We have contacted the processing bank, i.e. [redacted] Bank to confirm the status of the payment as soon as we receive more information. With the holidays season upon us, the information we expect to receive from the processing bank may take longer than usual. We kindly ask for your patience and understanding. Rest assured, if the financial details you registered with Skrill are correct and complete, the funds are either on its way or have already been received at your bank and are awaiting clearance. While waiting for the response of [redacted] Bank, we would like to take the opportunity to confirm the bank details you have registered with us . A separate email will be sent to you so as to ensure that you have instructed a transfer to the correct bank account. Assuming you registered your bank details correctly but the transfer did not reach your bank account within the standard 2-5 business day timeframe and this was due to an error on our or our bank’s side, we will make sure to compensate you accordingly. We look forward to receiving your response to our separate email. We will endeavor to keep you posted on the progress of our investigation and get back to you with additional information as soon as we hear back from [redacted] Bank. Best regards, Skrill Complaints Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: The banking details which I provided and that are listed in your email are correct. I verified that I provided the correct account number and that the bank incoming routing number is also correct. Your website is not allowing me to login to use the contact form so I responded to your email directly. To date, I still have not received my money which I withdrew from my Skrill account. I will also list this response in my Revdex.com complaint for tracking purposes.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],Following up on our previous correspondence regarding your bank wire withdrawal, we would like to once again confirm that our bank partner, [redacted] Bank, has successfully processed your payment as an ACH transfer. Please note that, as shown on our Fees page, ACH transfer is the only type of transfer we offer for bank wire withdrawals in the U.S. Our Fees page forms part of Skrill’s General Terms of Use, which also state under section 8.3 that “Skrill will pay the proceeds of a withdrawal of funds by electronic transfer to an account with a bank designated by the Customer.” This is why, as mentioned in section 3.1, “all customers must…have a bank account at a U.S. financial institution that is accessible by electronic (ACH) debit”. Lastly, it should be noted that in order to execute transfers to your bank account, Skrill relies on the bank account information registered by you in your Skrill account and it is your responsibi lity to make sure that this information is correct, complete, and up to date (section 3.2).Nevertheless, we noticed that despite these instructions, you have registered a routing number designated for wire transfers, whereas, as shown on Bank of America’s website, there is a different routing number when it comes to bank accounts in your state which is used for electronic (ACH) transfers. Hence, this seems to be the reason why your bank is unable to credit the payment in question to your bank account and is asking for a wire transfer quoting a Federal Reference number instead.In view of the above, we believe that Skrill has acted in accordance with its published policies in processing your payment. We have also opened a separate investigation to monitor the situation for a possible return of this transfer. You can also contact your bank for further assistance with facilitating a return seeing as we cannot modify the payment now that it has already been sent and processed on our end.We realize that this response is likely to come as a disappointment to you and would like to apologise for not being able to provide you with a more positive one at this point, but we hope you will understand our position and its limitations in this case.If you have additional questions or concerns, we kindly ask that you contact us directly via our on-line contact form or at [redacted], and we will make sure to address them accordingly.Yours Sincerely,Skrill Complaints Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is completely unacceptable as I have complied and provided your company all the information that was asked of me by your website, your app, and your emails to the best of my knowledge. On December **, 2015 in your email you requested: "we kindly ask that you send us a copy of a recent bank statement for the bank account to which you instructed this transfer showing the following information:--account holder names;--relevant bank details such as account number, bank code, etc.;"I provided this information to you and sent you the correct ABA routing number for Bank of America. If you look at the routing numbers FAQ on their website it clearly shows which ABA routing number to use designated by purpose:"Paper Transactions: order checksElectronic transactions: set up direct deposits (e.g. to receive paychecks or IRS refunds); make outgoing payments to other financial institutions;Wire transfers: receive incoming domestic or international wire transfers"I was to receive an INCOMING bank wire transfer FROM you so I provided you with the routing number of [redacted] which is correct for my state. I find it hard to believe that you nor bank partner [redacted] Bank has ever had dealings with Bank of America before and cannot rectify this situation. I have come to accept that you are not looking to help me any further with this problem and based on the number of Revdex.com complaints against your company and the numerous warnings posted on various forums that it is not wise for any customer to open an account. You are slow to respond to issues (this has been going on 2 months), your app is extremely hindered and limited in functionality, your customer service is completely unreachable by phone, and you seemingly place the blame on your customers for issues instead of performing due diligence. I take relief in knowing that your actions are publicly visible on the Revdex.com website (your D rating is warranted) and that this may deter future customers from dealing with your institution and avoiding losing their hard earned money.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This is one of the most disgusting experiences I have had with a company. They are more like [redacted] scammers who steal your money before your eyes.

I had $1000 in a moneybookers account which I uploaded years ago. It has been incurring monthly fees so the balance is slowly dwindling.

I tried to withdraw the funds to my bank account but the online system wouldn't allow me to and said "The withdrawal from your account has failed". I then called Skrill for help. The person on the phone refused to help me because I couldn't tell him the exact date I opened the moneybookers account, although I could provide all personal information about myself.

I then emailed their customer support. It took a week to get any reply. When their reply finally came, they wanted a copy of my passport and a recent bill, which seemed unnecessary and ridiculous. The email said my query would be closed if I didn't supply it within 48 hours, which seemed ironic considering they took a week to reply to me.

I immediately sent the documentation requested. I received the following reply-

"We are sorry to inform you that during a recent audit of your Skrill account we found reasonable grounds to discontinue our business relationship. Therefore your account is now pending closure. Further to our Terms and Conditions, we have charged you an administration fee of 150 AUD.

Please withdraw your outstanding balance to a bank account in your name. Once your current balance is withdrawn, your account will be closed automatically. Please note that this decision is final."

I am in absolute shock. I have never even used any features of their service and have definitely not breached any regulations. I tried to withdraw the remaining money in the account, minus their $150 bogus fee and I still receive the error message "The withdrawal from your account has failed".

This is an outright scam. I did a google search and found dozens of stories exactly the same as mine. I can't believe this company hasn't been shut down.Desired Settlement: I want the money back they have stolen from me. There is $729.54 in my account plus the $150 they stole.

Business

Response:

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 identity. Our 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: [redacted]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[redacted]Skrill Complaints Department

Review: Two unauthorized charges appeared in my banking transaction log today, 06/**/2015.

I have never even heard of skrill.com so I am understandably not happy. Along with contacting my bank to dispute the charges I attempted to contact skrill.com but they have no operators at either of their phone numbers (the primary fraud contact number is a redirect to another number that puts you on hold before beginning a survey of service never received).Desired Settlement: I'll save skrill.com the trouble of having to deal with the Revdex.com. I've reported them to the [redacted] and their domain name registrar has been tipped off to their grey market dealings. Have fun in prison. I would like for skrill.com to remove any information related to me if they possess that information. That includes credit card information, address, telephone numbers, names, etc. I have never directly contacted skrill.com so I do not know how they applied a charge to my debit card.

Business

Response:

Dear [redacted], This email comes in response to your complaint against Skrill USA, Inc. about two allegedly unauthorised charges from Skrill which you say appeared on your banking transaction on June **, 2015. 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. Global e-commerce brands such as [redacted], [redacted] and [redacted] are just some of the merchants who use our platform to accept payments online. While 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 details. Note that a card transaction cannot be processed by Skrill unless the consumer provides the full card number, expiry date and cvv number, i.e. details that only the card holder and the card issuer would normally be aware of. In 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 happen. However, 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 from. Similar 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 details. In case you decide to further escalate the issue, you may contact your local police or the [redacted] ([redacted]) a partnership between the [redacted] and the [redacted]. 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 directly. Please 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 card. Note 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 bank. Should you wish to contact us directly, please use our contact form http://help.skrill.com/en-us/ContactSkrill quoting your Revdex.com reference number: [redacted] You may also contact us on our toll free number [redacted] or mailing address: Skrill USA, Inc. [redacted] USA We hope you will find this information useful and look forward to hearing from you. Best regards, Yavor I[redacted] Skrill Complaints Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am not willing to provide my personal information to Skrill. I did not request any services from them and do not wish to do so in the future. I have contacted the bank to dispute the charges but still require further information regarding who made the unauthorized charges. I will continue to work through with the bank and the [redacted] 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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], 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,

Business

Response:

Dear [redacted], We appreciate the additional concerns raised. As mentioned before, we are unable to locate a payment processed by Skrill based on solely the last four digits of the payment instrument. We processed thousands of transactions on a daily basis and cannot locate a particular card payment unless we have the first six digits of the payment instrument as well. We understand your concerns though and respect your decision not to provide additional information to Skrill. Please note that as we are unable to identify the disputed transactions, we cannot take further action at this point or make further comments on the allegedly fraudulent charges. As mentioned in our previous correspondence, you should feel encouraged to follow up on this issue with your bank directly. If we happen to receive an official chargeback request from your card issuer, we will make sure to review our records and proceed accordingly based on the information provided by your bank. We are now closing our files on this case but will be happy to reinvestigate the matter once/if you decide to provide the information we need to begin our investigation. Kind regards, Yavor I[redacted] Skrill Complaints Department

Review: I have no idea who or what this company is, but I checked my Credit Card statement and there was a $40 charge!!Desired Settlement: $40

Consumer

Response:

I have spoken to my credit card company, and they have refunded my money and gave me a new credit card with a new number.

Sincerely,

Review: I have $1,600 in my Skrill account that I have been trying to withdraw for the past 4 weeks. I have made several attempts to comply with their requirements. I sent them bank statements and house bills. After doing so, they asked for them again. After two attempts at this, I sent them an email with no reply. I am now sitting on hold for 30 minutes hours with no one answering the phone. They claim 24/7 service next to their phone number. This is horrible. They have $1,600 of my money and have kept it from me for the past month. This is not acceptable.Desired Settlement: Allow me to withdraw the money from my account.

Business

Response:

Dear [redacted], We are writing in response to your recent complaint against Skrill USA Inc. referred to the Revdex.com with case reference [redacted]. Please note that your case has been referred to the Complaints Department of Skrill for further review and response. My name is [redacted], I am a [redacted] at Skrill and I have been assigned to consider your case on behalf of our team. I 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 noticed that you have submitted identity and address proof to Skrill for the purpose of verifying your account and enabling your withdrawal options. Unfortunately, Skrill team took a considerable amount of time to review and confirm your documents and during that period you could not access your account balance. Needless 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 this. For 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 $ 30.00. The amount will be added to your Skrill balance within the next 24-48 hours and you will be able to spend it online or withdraw it to your bank account whenever you decide. Your 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 experience. Our 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 offered. 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, [redacted] Skrill Complaints Department www.skrill.com e: [redacted] t: [redacted] (Mon-Sun 24/7)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Fraudulent charge on my [redacted] account was processed through Skrill this morning.

Review: I purchased a $14 item through [redacted] and the seller only accepted "Skrill" for payment. When I entered payment information into Skrill's system I was immediately locked out of my own transaction. 4 phone calls to Skrill later and no resolutions was forthcoming. They requested that I send a copy of my passport to them to verify my identity, which is an unacceptable and unsafe request. I have been making purchases on [redacted] for 15 years and never once have I had an issue like this and never once have I been asked to jump through so many hoops in order to get someone "their requested" payment. Total waste of time and effort.Desired Settlement: Because I can not complete my payment, this transaction will lead to a negative mark on my, up until now, perfect [redacted] record. That is an unacceptable outcome when I have made every effort to pay. How much is a person's reputation and [redacted] status worth? It is worth more than the $14 that I have been trying to send, that I can say with certainty.

Business

Response:

Dear [redacted],

We are writing in response to your letter dated July *, 2013 about a complaint against Skrill USA, Inc. {"Skrill", previously known as Moneybookers USA, Inc.), with the following reference: [redacted].

Customer Information:

DaytimePhone: ###-###-####

E-mail: [redacted]

Complaint Involves:

Service Issues

Skrllrs Statement of the Problem:

Skrill USA, Inc. 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. With more than 35 million account holders we are one of the largest digital wallets worldwide. Global e-commerce brands such as [redacted], [redacted] and [redacted] are just some of over 130,000 merchants who use our platform to accept payments online.

As a licensed money transmitted, it is Skrill's policy to take all reasonable and appropriate steps to prevent persons engaged in money laundering, fraud, or other financial crime, including the financing of terrorists or terrorist operations from utilizing our products and services. We have developed an Anti•Money Laundering ("AML") Compliance Program and have appropriate "Know Your Customer'' verification procedures in place to comply with applicable laws and regulations. Further to that, we are required to obtain and record information and documentation that helps confirm customers' Identity. As stated in our Terms of Use, such

information may be requested at account opening or during periodic reviews conducted on existing customers. The conduct of similar security checks does not necessarily indicate that the subject is suspected of being involved in prohibited activities. It is a standard business practice aiming to protect customers' funds and privacy as well as to safeguard the Integrity of our payment platform. .

Upon signing up with our service on June ** 2013, [redacted]'s account has been blocked for security reasons. Although we are unable to communicate in depth information relating to our security reviews of [redacted]'s account or any other account bearing in mind that similar information is considered internal and commercially sensitive, we can confirm that the main aim of similar restrictions is to protect for customers' funds and privacy, as mentioned above.

As part of the verification process aimed at validating the details registered on the account, [redacted] has been requested to provide proof of identity and address. our request has been made in accordance with article 5.1. of our Terms of Use, which the complainant has voluntarily entered into upon registration.

"5.1. You are required to keep the Information in your User Profile accurate and up to date. Continued use of your User Profile with inaccurate information may be regarded by us as a breach of these Terms and Conditions and may result in termination of your User Profile, You agree that we may require you to provide additional Information at any time in order to participate in our services. 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 Payment Instrument, verify that your Payment Instrument account Is In good standing or otherwise verify your ability to receive services from Skrill (Moneybookers) In accordance with these Terms and Conditions"

Account verification normally takes 24-48 hours once the Information and/or documents requested are received and accordingly reviewed by our assessment department. We acknowledge the fact that [redacted] had certain concerns about fulfilling our request and we do respect his final decision. Unfortunately, we have not been able to activate his Skrill account for payments without properly verifying it first and as we understand, this led to [redacted] being unable to complete his payment in time.

While we understand and sympathise with the position that [redacted] finds himself in, we are reluctant to offer any compensation other than our sincere apologies for the inconvenience caused. It should be noted that similar situations are explicitly covered on our Terms of Use accepted upon registration. In particular,

12.4. Except for liability that may be Imposed under applicable consumer protection laws, Money bookers will not be responsible for any claim by a Customer unless the loss was caused by gross negligence, wilful misconduct or fraud of Company. In particular, the Company shall In no way and under no circumstances be liable for any damages or losses, including, without limitation, direct, Indirect, consequential, special, Incidental or punitive damages deemed or alleged to have resulted from or caused by but not limited to the following scenarios:

• payments made to unintended recipients or payments made in incorrect amounts due to the Input of Incorrect information by Senders,

• payment made by a third party who passes all identity and verification checks,

• any fraud, deception or misrepresentations by Customer, whether or not the Customer is verified in any manner,

• any damages resulting from a recipient's decision not to accept a payment made through Moneybookers,

• any errors or omissions in the website content,

• the misuse of the website content or the inability of any person to use the site,

• delays, losses, errors, or omissions resulting from failure of any telecommunications or any other data transmission system and the failure of the central computer system or any part thereof,

• any result of any acts of government or authority, any act of God or force majeure.

ln case [redacted] has any further questions or concerns in that respect, he is welcome to contact us directly at any time as we would welcome the opportunity to reinvestigate his concerns and help resolve the matter in full. Our contact details are as follows:

Email; [redacted] Telephone; [redacted]

Fax: [redacted]

Mailing address; Moneybookers USA, Inc.

We hope you will find this Information helpful and remain at your disposal in case you need any additional details from our side.

Kind regards,

Tosk Coordinator Complaints Department Skrill OSA Inc.

Business

Response:

Dear [redacted],

We are writing in response to your letter dated August **, 2013 about a complaint against Skill USA Inc. with reference: [redacted], Since your letter seems to be identical to a previous one you sent to us on August *, 2013 and which we have already addressed, please find below the response we sent to your service recently on August * and if possible, be kindly asked to confirm receipt.

Customer Information:

Daytime Phone: ###-###-####

E-mail: [redacted]

Complaint Involves:

Service Issues

Skrill's Statement of the Problem:

We are happy to note complainant's comments. However, as mentioned in our previous letter to you, we have explained our position to the maximum extent allowed and are unable to offer a more satisfactory answer since we cannot set aside the agreement that [redacted] has voluntarily entered into upon account registration. Therefore, we will now close our flies on this case and will mark it as "unresolved". We are taking this opportunity to once again extend our apologies to [redacted] for not meeting his service expectations.

Should there be anything else we can further assist with, please do not hesitate to contact us again.

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company Skrill and I are both in agreement that this issue will remain "unresolved".

Sincerely,

Review: I purchased a product through a website (www.[redacted].com) that uses Skrill as a money transfer service. Swagvault has not delivered and even though there have been mulitiple attemps over the last 3 weeks to contact skrill, they are unresponsive. It appears that the customer service department for Swagvault is down and they are just scamming people out of money. I am concerned that skrill is supporting a company that apparently isn't even functioning anymore.Desired Settlement: I would like a refund at the least. Skrill should stop supporting the original website so they aren't a medium for swagvault to take money from people anymore.

Consumer

Response:

[redacted]

At this time, my complaint, ID [redacted]regarding Skrill has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

I have used Skrill.com very first time for payment transfer and I am very much disappointed with it. Right now it's more than 1 month and I haven't received funds yet. They are not providing me receipt of transfer at all even after making so many calls and emails. They said you will get funds back in your bank will refund it because your bank account details are wrong. Actually my bank account details was right and I have asked in my bank too. My bank said that no transaction is came VIA WIRE Transfer. If they are right than why not providing transfer receipt. They just give me a reference number which are their own generated. In short everything is Fraud...... I loose my money and not looking for any hope to come back.

Review: I'm filing a complaint against Skrill as they've consistently ignored my requests for assistance. I previously filed a Revdex.com complaint against Skrill due to the business not responding to me 3-4 times in a row ( complaint # [redacted] ) I recently had an issue with a buyers payment of $53.99 getting stuck on pending for an [redacted] purchase and emailed Skrill requesting assistance. I waited a week and received no response. I then emailed Skrill again 5/** requesting assistance and haven't received a response as of 5/** ( and the transaction has now been canceled as a result ) I will send copies of the message I sent to Skrill to the Revdex.com. I would like to receive an answer from the business as to why I've been ignored 6-7 times in a row now. This has been very unprofessional.Desired Settlement: I would like to receive a response when I need assistance and I would like to know why I haven't received a response the last 6-7 times I've contacted Skrill.

Business

Response:

Dear [redacted], Thank you for your recent complaint about services provided by Skrill USA, Inc. We appreciate that you have brought your case to our attention and kindly apologize for any inconvenience caused by our team. We understand you have had an issue with a pending payment and you contacted the Skrill team to seek assistance but have not received a reply in a timely manner. That being said, we should point out that we have been and still are working on a backlog of enquiries and will soon be able to respond much more quickly again. Your patience and understanding are greatly appreciated as rest assured we will do our best to improve our level of service going forward. In regards to the issues you have experienced recently, our system shows that you have received a response from our team on May **, 2015 which correctly points out that if a payment is pending and has not been reflected on your Skrill account, then the buyer has not completed the purchase. In such case, it is up to you (the seller) to get in touch with the person who wishes to pay you and make arrangements with them to complete their payment via Skrill. We are taking this opportunity to confirm that your Skrill account with email address [redacted] linked to your [redacted] profile cooperstown_collectibles is fully operational and you can receive payments on it provided buyers complete the payment process. We hope you will find this information useful and remain at your disposal in case you need any further assistance. Best regards, [redacted]Skrill Complaints Department

Review: I sold some items on [redacted] and used skrill as payment for my customers. They failed to inform me beforehand that the funds will be held for 30-days so I could decide whether to allow that or not. Nowhere does it let us know of this on the website and we have the right to be informed of this first! Are my customers going to wait 30-days for their item? I think not. They said because my [redacted] feedback is below 100 they hold all funds 30-days and this is not fair. Even more unfair is not telling us about this ahead of time!Desired Settlement: They need to release my funds immediately so I can pay for postage to send items to my customers.

Business

Response:

Dear [redacted],

We are writing in response to your letter dated November *, 2013 about a complaint against Skrill USA, Inc. with the following reference:

[redacted].

Customer Information:

Daytime Phone: ###-###-####

E-mail: [redacted]

Complaint involves:

Service Issues

Skrill's Statement of the Problem:

Complainant has set up a seller account in our system for the purpose of accepting payments made to them on [redacted].com. As an online payment provider, it is our responsibility to process such transactions and transfer the received funds to a specified bank account, maintained by [redacted]. Since all [redacted]-related payments are made via credit card and there is always the risk of a chargeback, these payments fall into a high-risk category and are subject to internal risk assessment. A chargeback applies when a customer contacts their card issuer or bank claiming that they have not made the payment to or received their goods from the respective seller. If a customer initiates a chargeback, the requested amount is taken directly from the sellers account. In order to that accounts always maintain a positive balance and thus payment processing is no disrupted which could otherwise happen if a balance becomes negative, we apply a rolling reserve. The reserve is a percentage of the funds that sellers receive that is not immediately available for withdrawal but is blocked for a certain period of time for the purpose of providing a source of funds to pay Skrill for any and all, actual and reasonably anticipated claims, losses, cost, penalties and other expenses. It aims to lessen the risk associated with possible chargebacks and non-delivery claims which our company may be faced with and forced to cover at its own expense if the funds are released prematurely. The reserve percentage and the reserve period are determined by the feedback score of the seller at [redacted]. This information is clearly visible on our website upon [redacted] activation and any time thereafter. Further below we have included an illustrative screenshot of the information displayed to customers upon successful [redacted] activation. It should also be noted that customers who use their Skrill accounts for commercial purposes are bound by our Merchant Terms and Conditions ( [redacted] ) which stipulate the following:

"[...]

6. Reserve

6.1. For the purposes of establishing a Reserve, Skrill reserves the right to prevent a certain amount of funds from being withdrawn from the Merchant Account or used for payments to third parties. This shall apply regardless of any termination of this Agreement for as long as funds are held on the Merchant Account. The amount of the Reserve (either expressed as an absolute amount or as a percentage of post payments into the Merchant Account) shall be determined by Skrill at any time in its sole discretion.

6.2. Without restricting Skrill's discretion under Section 6.1, Skrill may take into account, amongst others, the following factors when determining the amount of any Reserve:

6.2.1. The Merchant ceases its business or a substantial part thereof;

6.2.2 The Merchant materially afters the nature of its business;

6.2.3. The Merchant's business activities carry a higher than normal risk of chargebacks or other reversals of costumer payments;

6.2.4. The Merchant's overall financial standing;

6.2.5. The Merchant becomes insolvent or is otherwise unable to pay debts as they fall due;

6.2.6. Skrill receive a disproportionate number of customer complaints, chargebacks or other payment reversals, fines, penalties or other liability related to the Merchant Account; or

6.2.7. Skrill reasonably believes that the Merchant will not be able to perform Its obligations under this Agreement.

6.3. The Merchant agrees to provide Skrill, upon request and at the Merchant's expense, with information about its financial and operational status, including the most recent financial statements. The Merchant shall also undertake, at its own expense, any further action reasonably requested by Skrill (including executing any necessary documents and registering any form of document reasonably required to establish such form of security as reosonobly required by Skrill ).

6.4. If required by Skrill, the Merchant shall pay such amounts into its Merchant Account as reasonably determined by Skrill to fund an initial

Reserve or to react to unforeseen increased risks of payment reversals that is not covered by the Merchant Account's then current balance. Notwithstanding any of the foregoing, where a Merchant incurs a negative balance on his Merchant Account or becomes otherwise liable for the repayment of monies, the Merchant shall be obliged to make good such negative balance or make a corresponding payment to Skrill within 7 days of Skrill’s request or demand for such payment. In respect of overdue payments, Skrill has the right to charge interest thereon imposed daily at an annual rate equal to the Prime Rote published in The Wall Street Journal plus four percent (4%) per annum.

[...]"

In the case of [redacted] whose [redacted] feedback score was below 100, the reserve has been set at 100% over 30 days meaning that 100% of the funds received on his account are blocked for a period of 30 days, We trust we have provided sufficient information to [redacted] so he could make an informed decision and in that sense, we are reluctant to release any amounts unless this is done in accordance with our mutual agreement.

We hope that this information will be useful for your investigation and will support the resolution of the complaint. Please do not hesitate to contact us again in case of any additional questions or comments you might have.

Best regards

Review: This is the 2nd time I used Skrill to purchase an in-game gold for a League of Legends game. 1st time they did not transfer the money until I contacted them and started asking questions and said will file a complaint. Money were transfered same day I contacted them and they said that there was no delay,

that the payment can take up to 3 days.

On Oct ** I tried again, so I gave them some time. Today is [redacted] and still no money, no service. I wrote another email to their customer service, no reply yet. This is such a bad service, I wish I checked the Revdex.com rating before giving them my CC info.Desired Settlement: Either transfer the money to merchant, or refund back to my card, and then preferrably stop providing such "service"

Business

Response:

Dear [redacted],

We are writing in response to your letter dated October **, 2013 about a complaint against Skrill USA, Inc. with the following reference:

Customer Information: [redacted]

Daytime Phone: [redacted]

E-mail: [redacted]

Complaint involves:

Delivery Issues

Skrill's Statement of the Problem:

SkrilI 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. With more than 35 million account holders SkrilI is one of the largest digital wallets worldwide. Global e•commerce brands such as [redacted], [redacted], or [redacted]k are just some of over 130,000 merchants who use our platform to accept payments online.

The complaint relates to an order placed by [redacted] with an online merchant using Skrill as a payment method, The payment has been instructed via our system on October ** and the amount of 10.00 EUR has been instantly transferred on our part so that the merchant can initiate delivery of the good/services as soon as possible.

Since the League of Legends in game gold website, which is the final recipient of [redacted]'s payment, uses a payment mediator to receive credit/debit cards transactions, the transfer has been routed through the respective mediator -GlobalCollect. [redacted] has expressly agreed with our Privacy Policy and the sharing of his information with service providers such as GlobalCollect for the purpose of processing his payments.

As [redacted]'s payment has been successfully processed on our part, the funds should have reached the final recipient on October **, 2013. lf that is not the case and [redacted] still has not received the goods/services paid for, he can check the status of his payment online at GobalCollect's consumer section [redacted] using reference number [redacted] and/or open a ticket with League of Legends [redacted] for any questions relating to delivery status, cancellations, quality and quantity of the purchased goods, etc. !t should be noted that while payments at Skrill are processed instantly, online merchants may require additional technical time to process customer orders in accordance with their own delivery timeframes which are normally stated on the merchant's website.

We hope this information has been useful. In case you require any additional details, please do not hesitate to contact us.

Yours sincerely,

Review: I opened an account with Skrill right around the end of April, beginning of May. Of course, right away they suggested that I transfer money into my new account so as to be able to make money transfers. The reason that I opened the account was to be able to conduct payment transactions (primarily overseas) from buyers purchasing items on auction websites such as [redacted], etc... in the same way as is done through [redacted] should I decide to open an online store for such sells. Skrill was simply going to be another option for prospective buyers as [redacted] is not available in all countries world wide. Basically, I wanted to make any items that I may wish to sell available to a larger number of possible buyers.I obviously wasnt interested in depositing money from my bank account, into a Skrill account as any deposits into my Skrill account would come from the sales of merchandise. I first wanted to verify my bank account through Skrill before making this option available to buyers, as it would be necessary to have my bank account verified when the time comes that I would want access to my funds in the Skrill account that had accumulated from my sales.Skrill has yet to initiate the process to verify my account which I requested and after what I considered to be a more than appropriate amount of time to do so, I contacted Skrill to voice my concerns with their lack of expedience, I received no reply. I then sent a second email and again received no reply. I then went to my account wishing to close my account while also explaining to Skrill through their customer contact method why I wished to close my account. I explained, tried to close my account and received the following message, Your account can not be closed at this time. For additional information and assistance please contact the Skrill Help Team." Again, I contacted their Skrill Help Team and still no reply. It is now May **, 2015, I still have not received any response regarding any of my attempts at contacting Skrill.Desired Settlement: I would like Skrill to close my account and email me with verification that such has been done.I do not wish to have an account open that I am not nor do I wish to use. Skrill processes international financial transactions on a daily basis. I don't like the possibility of a 3rd party using my dormant account for illegal money transfers, especially with my name on the account.Thank you for your time, Sincerely: [redacted]

Business

Response:

Dear [redacted],You are receiving this email in response to your complaint against Skrill USA Inc.First off, we would like to extend our sincere apologies for the difficulties you have encountered since you registered with Skrill and for any inconsistency of service on our part.The experience you had is unacceptable and we will further analyze the circumstances that led to this unfortunate situation. Our preliminary investigation shows that there has been some technical issues with our service provider that might have caused delay in the verification of your bank account. Also, we acknowledge that your email queries have not been handled in a timely manner by our Customer Support team. Our team always strives to deliver a good customer experience but we sometimes fall short. Rest assured we will investigate the matter thoroughly and do our best to improve our level of service in the future. Your feedback is greatly appreciated and we wish to once again apologize for the inconvenience caused.Your Skrill account has been closed in accordance with your instructions. Should there be anything else we can further assist with, please do not hesitate to get back to us.Yours sincerely,[redacted]

Review: My claim is about a Skype automated service renewal , payment processed via Skrill .

I have to mention that I do not ask for that renewal and this renewal was made before due date of renewal.

On Oct ** 2013 Skrill charged my account with $60 .

First:

I call Skrill same day and ask about this. They told me that only Skype can cancel that transaction so next I called Skype.

That was an automated Skype service renewal that I cancelled same day and Skype confirmed me on phone that payment was canceled.

I considered that transaction canceled and never mind about.

Second:

On November I realized that my account was charged with $60 plus a $1.80 foreign fee.

Asking Skype about this they told me that my transaction is canceled since Oct ** and my money refunded.

Calling Skrill twice by phone I was only informed that the call center operator is not able to do nothing but just to send a note to a supervisor.

As there were two phone calls and tho emails and that are four week since they took my money and do not refund I have to make this complain about Skrill services.Desired Settlement: Process money transfer both way .

They can take my money from my account so they have to put my money back, extra fee also.

If they are not able to do this that means they are not able to do what they say and advertise .

Consumer

Response:

Review: I sent them $520 dollars over a week ago and they will not let me transfer it to my friend. And they will not let me withdraw my money. I sent them all the desired paperwork, i.d. utilty bill,and they confirm that they received that information. The customer service people are in Bulgaria and they will not let me talk to a supervisor. Basically, they have stolen my money.Desired Settlement: I want my ...my...money back.

Business

Response:

Dear [redacted],We are writing in response to your complaint against Skrill USA Inc. referred to the Revdex.com with case reference [redacted].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 $ 470.00 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 bank. It 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 $20.00 within the next 24-48 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

Review: I just want to cancel my account. I used their online form and requested they cancel my account. The online form says they will respond to resolve the issue within 24 hours. I immediately received a confirmation email that they received my form, but FOUR days later I they still had not canceled my account (or even responded). So today, 9/**/2013, I contacted the phone number on their website, which says "if it's urgent, just call." I called them at 9:45am and have been on hold for 58 minutes. As I type this, I am still listening to the recording which says "All our representatives are currently assisting other customers. Your call is in a queue and will be answered by the next available representative." Enough is enough. I wanted to buy an item on ebay last month and they only used this "paypal-like service" call Skrill. Last week I received an email saying they now charge to use their service and they will automatically charge my credit card on file. I do not want this service now that I know it is suddenly going to charge me. I just want to close my account.Desired Settlement: Please have them close my account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. They finally closed my account! Thank you for facilitating something that should have been an extremely facile process. What a sneaky company. If you don't log in to their service they automatically charge you for using it. (Yet they make it nearly impossible to close the account without the help of the Revdex.com, at least). Thank you for your assistance in the matter.

Sincerely,

They closed my account without valid cause and falsely accused me of fraud/ illegal activity.