Consumer complaint received 2025-01-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Skrill USA, Inc.
State: FL

Complaint narrative:
On XXXX XX/XX/XXXX, I opened an account at Skrill ( XXXX XXXX XXXX ), a XXXX company that provides a digital wallet that you can load via debit card or via ACH from a linked bank account ( I linked & verified both a checking account and a couple of debit cards ). Skrill also provides a virtual debit card to use for online transactions. 

On XXXX XX/XX/XXXX, I received an email from Skrill indicating that my account had been temporarily restricted, without explanation. The message explained that, in order to lift those restrictions, I should reply to that message explaining my intended usage of Skrill and my relationships with anyone to/from whom I had sent/received money.

I responded within 2 hours in elaborate detail and explained that I had not received or sent money to anyone else -- - all funds that had flowed into my Skrill account had come from other accounts of my own, and all transactions I had made with my Skrill virtual debit card had been either to fund other online accounts I had at other XXXX or to make payments on accounts of mine. I also indicated that I didn't think I had violated any of Skrill 's terms of use, but that if I had, it had been wholly unintentional, and that I would happily provide any additional documentation or verification information that Skrill required ( I had already verified my account by providing my SSN, a copy of my driver 's license, Skrill 's message indicated that replies are processed within 24 hours. I allowed extra time for the bank holiday on XXXXXXXX XXXX XXXX XXXX, but after receiving no response, I contacted Skrill by phone on XXXX XX/XX/XXXX. The phone agent escalated my case and indicated I should receive a response soon ( I placed a follow-up call on XXXX XX/XX/XXXX to check on the status, and that agent indicated I was likely to receive a reply by close of business -- I did not ). 

On XXXX XX/XX/XXXX at XXXX EST, I received a new message from Skrill indicating that my account had been permanently closed, again without explanation. This was disturbing because I HAVE A CASH BALANCE IN SKRILL OF {$3300.00} USD!!

When I logged into Skrill, I saw a message indicating that my account was pending closure and that I should withdraw my funds. However, all buttons on the Skrill website for withdrawing funds to my linked ( and verified ) bank account have been disabled. I attempted to call Skrill customer service, but they declined my call ( calls to Skrill customer service require the user to enter an " ID '' tied to their account, and now when I type mine, I get an automated response on the phone indicating that they can not take my call ).

I sent a new message to Skrill ( still on XXXX XX/XX/XXXX ) via their website asking for instructions on how to withdraw my funds. I have not received a reply, but judging from their previous latency, it will take over a week to receive a reply, and I urgently need to recover my funds. 

Bottom line -- - Skrill is holding {$3300.00} USD of my money, funds that I deposited into Skrill myself from other accounts of mine. They have closed my account without explanation and are not furnishing me with any means of withdrawing my funds. I demand from Skrill the immediate return of my funds ( via ACH transfer to my linked external checking account ).

Company response to consumer: Closed with explanation