Consumer complaint received 2021-03-05
Company: Skrill USA, Inc.
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I have created my skrill Account on XXXX XXXX XXXXafter submitted my identity documents, live selfie and bank statement for verification. They accepted my documents and verified my account. After that i am starting to use that account. On XXXX XX/XX/2020 they restricted my skrill Account with XXXX $ balance. After that i mailed them then they replied after 2 days that they closed my account for they found reasonable ground find for closing my account and also told me to for refund they need identity documents and holding selfie of my identity documents i have given those documents in the next reply. After that they replied me that they accepted my documents and for refund bank statement which included my full name, bank name, logo, swift code. Then i send them my bank statement. And after that they started their baseless reply to me that the documents doesn't meet their requirements for refund they need another bank statement. I have sent them again my bank statement they told me that same things that they sent me on previous email. After that i have sent them more 5/6 times with my another bank statement with all the information that they wanted but all the time they told me same things. Then i have told them refund my money to my friends skrill. But they didn't allow and asked my bank statement. I have given my bank statement Again but they again reject my bank statement and refused to refund me. After that i told them to allow me to login to my skrill account so that i can manually add my bank account and withdraw my fund but they didn't allow. I have told them in the pandemic situation i have passing very tough situation with my children please sent my money to my bank account or give my money to my friends skrill but they didn't hear my voice. I have told them also that i have not my husband he passed away and i have passing very critical situation with my children and i am unable to bear their expanse anymore. But for the XXXX shake they didn't hear my voice. 
After that they replied 5 days ago that they applied administration fee on my balance XXXX $ and the remaining balance XXXX $ refund they need holding identity card selfie and bank statement. I have given them and they replied me today that they are not able to refund my money anymore. 
Please help me my family will be ruined if i didn't get my money. 
I have also sent you those documents that i gave them you can understand they done with me unfair. 
After verified i have deposited my account and made several transaction then why they closed my account without given an allowable reason. That's okay they didn't allow me to use their service it's fine but why they keep my all money? If they didn't accept my documents then why they allow me to verified and deposit my account. 
I have used more service and i couldn't find like skrill service. 
Please help me sir. 

Hello skrill after verification you are restricted my account. And holding my money for last 6 months. After contacted with you, you are told me that for refund you need some documents. You are asking my identity card and a holding selfie and a address verification documents after sending those documents you are told me that you are accepting those documents but for refund you are asking me to submitted my personal bank account. Then i go to XXXX XXXXXXXX XXXX XXXXXXXX And opened a new account with my documents and receive a bank statement with my full name, address, account number, branch name, swift code, routing number and bank logo. After that i sent to you and in reply you are told me that that statement is not accepted by skrill. Now please tell me i have opened a new account for you but you are telling me that this documents is not accepted. I have given you all the documents that you want but you are nit giving my money yet. In this pandemic situation i need those money very much, i don't have job, my husband is no more so all the family responsibility in my arm. I couldn't bear my son and daughters expanse any more. You are ruined my life. I have given my all the documents but you are not giving my money. If you closed my account then give my money back to my personal bank account or send my money to my friends skrill XXXX You have no right to holding my money for so long time. I have mailed you but you are reply to me after 4/5 days. Why you are holding my money after giving you my utility bill, bank statement, identity documents front and back, holding selfie? 

If you are human then I think you can understand my situation. XXXX $ is so much money for me now. If you are not able to give my money then tell me i have to suicide for this money. You are not open any way to live in this situation any more. I have mailed you for last 6 months one after another but you are not understand my situation. Why you are behave like this? 
I have sent you all the documents. 
Please help me to live. Please it's already 6 months. My husband have died. I am very much suffer for this money. 
Please check and tell me what the issue with those documents? 
Why you are holding my money? Please tell me what is the fault of mine? Why you are ruined my life Full Name : MsXXXX XXXX XXXX XXXX : XXXX Email : XXXX Skrill Account ID : XXXX Address, XXXX, XXXX XXXXXXXX XXXX XXXX XXXXXXXX Please help me to resolve my issue

Company response to consumer: Closed with explanation