Consumer complaint received 2025-03-07 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: TX

Complaint narrative:
Subject : Urgent Complaint Against XXXX XXXX Account XXXX XXXX XXXX for Immediate Account Closure & Funds Return To Whom It May Concern, I am filing this complaint against XXXX XXXX Paysafe XXXX XXXX XXXX ) due to their unjustified and prolonged restriction of my account, repeated verification failures, and lack of proper customer support. XXXX has been holding my funds XXXX since XX/XX/year>, with no valid justification, despite my full compliance with their verification requests. 

As of today, XX/XX/year>, XXXX is holding {$2100.00} in my account, which I am unable to access due to their unreasonable and arbitrary restrictions. 

XXXX of Events : XX/XX/year> XXXX placed a " routine security check '' restriction on my account and informed me that it would be lifted within XXXX hours. That time frame was not honored. 

XX/XX/year> After no resolution, I submitted a complaint on XXXX and XXXX. 

XX/XX/year> I contacted XXXX customer service, waited on hold for XXXX minutes, and escalated the issue. XXXX then told me they needed another XXXX to XXXX hours to review my account. 

XX/XX/year> XXXX requested additional details about my account usage. I promptly responded with all the required information. 

XX/XX/year> XXXX acknowledged receipt of my response and stated they would get back to me within XXXX hours. 

XX/XX/year> XXXX required identity verification through a photo submission of my drivers license held next to my face. Despite following their exact instructions, their AI system repeatedly rejected my submission. After multiple resubmissions and phone calls, my identity was finally approved. However, my bank statement was rejected without cause. 

XX/XX/year> XXXX demanded a document from my bank verifying that I was the owner of the debit card I used to fund my XXXX account. The document had to include : My full name The last XXXX digits of my card The banks letterhead and official insignia A transaction to Skrill showing the date, time, amount, and description I visited my bank in person and obtained a document exactly as XXXX requested, ensuring compliance with all their stated requirements. 

XX/XX/year>, at XXXX AM XXXX rejected my document again, with no explanation. 


At this point, XXXX is repeatedly asking for the same documents I have already provided, rejecting valid submissions without justification, and delaying the unfreezing of my account without cause. 

Complaint Summary : XXXX falsely claimed that the restriction would be lifted in XXXX hours, yet my account remains frozen over a week later. 

XXXX automated verification system repeatedly rejects valid documents with no human intervention to resolve the issue. 

Their customer service is non-responsive, dismissive, and unhelpful, providing no real solutions despite multiple phone calls and tickets. 

XXXX is holding my funds ( {$2100.00} ) hostage despite my full compliance with their verification requests. 

This is an unacceptable business practice, bordering on financial fraud.

Company response to consumer: Closed with explanation