My complaint:
I have been using Skrill since March this year and have sent a small transfer (around $100) once a month. Other than a few technical issues, I’ve had not problems making these payments until last month. Last month, when I tried to make a transfer, Skrill temporarily restricted my account, asking for further information to my identity. I immediately provided this information including copies of my Australian Government-issued ID. Skrill then unrestricted my account, send me an email my account was verified and allowed me to make the transfer.
Today, I deposited $100 USD into my account in order to make a transfer. Skrill allowed me to make this deposit and charged me a fee of $2.50 USD for the deposit. I immediately attempted to send the same amount to the same person to whom I’ve sent a number of successful payments through Skrill in the past, but I was unable to make the transfer and Skrill notified me that my account had been temporarily restricted, without giving any reason.
I sent a support request to Skrill asking how I could un-restrict my account, and I received this response within a short period of time (attached as screenshot):
Dear Lisa Marlin,
Thank you for contacting the Skrill Help Team.
We would like to inform you that we have made the decision to discontinue our business relationship with you under the Skrill Terms and Conditions.
Please be advised that our decision is final and irreversible.
Your understanding is appreciated.
Best regards,
Valeriya
Skrill Help Team
I have now attempted to access my Skrill account but I am no longer able to log in and am given the error your account has been permanently closed. My bank account has been charged for both the $100 and $2.50 USD but I cannot access these funds to either transfer or recover them, nor has Skrill responded to my subsequent attempts to contact them since the above response.
I do not believe that I have violated their terms and conditions – Skrill has not provided any evidence of this, and they accepted my previous deposits and transfers of the same nature and to the same person. Furthermore, they now have possession of my funds which I cannot access, as well as charging me a fee for service which they didn’t complete.
Suggested solution:
Money and fees back
