Emmanuel Asante Kobby Annor OFFICIAL COMPLAINT -SKRILL

I am Emmanuel Asante Kobby Annor a customer of skirll with Customer id: 111956003 and 111956003
and primary email address: cobbyannor@gmail.com. I registered for my Skrill account on Jan 16, 2019 (I
have an email from skrill to verify my email. screenshot 1).I have been a customer of skrill for the past
years and i have done so many transactions with my skrill account. I add money into my skrill account
using my debit cards. With money in these cards is how I use to operate my skrill account. For instance, I
added my first ever debit card ending in 5835 to my skrill account on Jan 16, 2019(I have an email from
skrill to verify this. screenshot 2). Also, On Fri, Jan 8, 2021, I added my next debit card ending in 8638
to my skrill account (I have an email from skrill to verify this. screenshot A). I have all details and
receipt confimation from skrill on when I added all my cards including when i added my debit card
number ends with 8735 on Tue, Apr 6, 2021, card number ends with 4297 Jul 28, 2021, and card number
ends with 9446 Wed, Jul 28, 2021. All confirmation emails are available.

One of my first transactions done with my skrill account was on 30 May 2019 to make a payment of USD
24 to Envato Pty Ltd. (I have an email from skrill to verify this. screenshot 3). I have many other
transactions of making payments using my skrill account and receiving funds into my skrill account. With
my skrill account, I am able to send money directly to my MTN Mobile money account +233248664660.
For instance on October 3, 2019, I successfully sent money from my Skrill account registered under
Customer ID 111956003 and primary email address: cobbyannor@gmail.com to my Recipient's mobile
number: +233248664660(I have an email from skrill to verify this. screenshot 4). I have many other
transactions like that. All this to show how I have been using my skrill account for years. I have
screenshots of emails showing skrill related search in my primary email address:
cobbyannor@gmail.com to show every single detailed skrill transaction I have ever made. They are
highlighted yellow and can be crosschecked to show the full details. In the screenshot of an email shows
the summary of the email details. In this, I'm showing a screenshots of all my skrill messages as shown in
my primary email account and they can be refered or referenced for further details. (screenshot 5 to
screenshot shows 56789 10 11 1213 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34
in order shows all these.)

On Sun, Aug 18, 2019, my skrill account was verified and my outgoing account limits on future
transactions were increased. (I have an email from skrill to verify this. screenshot 35)

The begining of 2020 year includes the period I became interested in skrill cyptocurrency service. This
includes me setting price alerts for various cyptocurrencies listed on skrill. For instance, I received a price
alert on Jan 21, 2020 that the exchange rate of BCH has raised above 345 USD (I have an email from skrill
to verify this. screenshot 36))

Also on Mon, Jan 27, 2020, I did one of my first cyptocurrency Exchange currency transactions on skrill
Cryptocurrency Service. The details of the Amount was : Amount from USD 20 to: BCH 0.05478073
Transaction ID: 3031963148. Time & Date: 27 Jan 2020, 08:02:41 CET (an email from skrill verifies this.
screenshot 37))

On Thu, Feb 6, 2020, I did my next cyptocurrency Exchange currency transactions on skrill
Cryptocurrency Service. The Details of the transaction: Details of the transaction: Amount from: BCH
0.0463 Amount to: USD 20.35 Transaction ID: 3043803758. Time & Date: 06 Feb 2020, 14:25:22 CET (an
email from skrill verifies this. screenshot 38))

On Wed, Feb 12, 2020, I did my next cyptocurrency Exchange currency transactions on skrill
Cryptocurrency Service. The Details of the transaction: Details of the transaction: Amount from: USD 11
Amount to: BTC 0.00105156 Transaction ID: 3050726368 Time & Date: 12 Feb 2020, 15:38:55 CET(an
email from skrill verifies this. screenshot 39))

These 3 examples above are my first series of me using Skrill Cryptocurrency Service as a customer of
Skrill. Throughout the years as a customer, I have used the Skrill Cryptocurrency Service so many times. I
have receipt details from Skrill of every single cyptocurrency Exchange currency transactions done as
skrill sends emails to my primary email address: cobbyannor@gmail.com.

FAQs about the Skrill Cryptocurrency Service can be found here:

https://www.skrill.com/en/skrill-cryptocurrency/#:~:text=10.,Cryptocurrency%20Service%20to%20its
%20customers.

For instance, on the link above, one of the FAQs are:

1. How does the Skrill Cryptocurrency Service work?

Skrill customers are now able to buy cryptocurrency from their balance in local fiat currency (EUR, USD,
etc.), allowing them to hold an interest in a range of cryptocurrencies via their wallet.

Another is:

10. Is Skrill a cryptocurrency exchange?

No. Skrill partners with cryptocurrency exchanges in order to provide the Cryptocurrency Service to its
customers.

(Screenshots 40,41,42,43,44,45 shows screenshot of the link page as of February 22, 2022)

Thus, I have been a regular customer of the Cryptocurrency Service Skrill provides to its customers
throughout the years and still i have every single detailed receipt transaction. On

Tue, Apr 27, 2021, I became a True Skriller (an email from skrill verifies this. screenshot 46,47)

Fast forward as a True Skriller, I still continued using Skrill service. For instance on Sep 24, 2021, I
purchased 0.15639553 BCH. I paid 78 USD from my Skrill balance, including a fee of 1.99 USD.
Transaction ID 3896633715 (an email from skrill verifies this. screenshot 48)

I am including screenshots of my email from skrill showing alert transactions of me buying and selling
various crytocurrencies with skrill crytocurrency service with email alert confirmations received from
skrill. (screenshot 49,50,51 shows these alert transactions )

There are so many transactions it would take so much to list them all here. As said every record of every
transaction is available and even a screen record of transaction alert history is available for records.

I would list some notable events as a skrill user.

For instance on Dec 10, 2021, I received an email from skrill saying that my skrill account has been
restricted and that I needed to submit a copy of my credit/debit card statement for the card I used to
deposit funds to my Skrill account and also submit a selfie with my ID.(an email from skrill verifies this.
screenshot 52). I submitted the requirements to skrill and on Dec 11, 2021, skrill succesfully verified my
credit card..(an email from skrill verifies this. screenshot 53)

on Mon, Dec 13, 2021, Skrill welcomed me to their Silver VIP level. I earned Silver level status (an email
from skrill verifies this. screenshot 54)

I had started making lots of gains using skrill crypto currency service. During this period, I had over
$400,000+ earnings in my total assets including interests in cryptocurrencies.

on Tue, Dec 14, 2021, Skrill welcomed me to their Diamond level status. I earned Diamond level status
(an email from skrill verifies this. screenshot 55)

on Wed, Dec 15, 2021, Skrill welcomed me to their VIP Club. I earned VIP Diamond benefits such as a
personal account manager. (an email from skrill verifies this. screenshot 56,57)

On Dec 15, 2021, 2:34 PM, I received an email from Domenica@paysafe.com which reads "Hi Emmanuel,
My name is Domenica and I am account manager in Ghana for Skrill VIPs Gold and Diamond. I just
wanted to welcome you to the Diamond VIP level and let you know if you need any assistance with your
account you can contact me at this e-mail address. .."

(an email from Domenica@paysafe.com verifies this. screenshot 58). With this, I got to know Domenica
as my account manager as one of the benefits of using Skrill VIP Service.

On Dec 17, 2021, 3:36 PM, I received another email from my account manager where she requested I
provide information to detail the purpose of use of my skrill account, how I was able to generate my
crypto and also requesting information on some transactions made to some other skrill users. She
requested a reply back by December 23rd (an email from Domenica@paysafe.com verifies this.
screenshot 59).

On Dec 22, 2021, I responded back to her (account manager's) email request giving out all the necessary
information she requested. (screenshot 60 verifies this.).

Dec 23, 2021, Domenica, my account manager responded back acknowledging receipt of my reply. (an
email from Domenica@paysafe.com verifies this. screenshot 61). Later that same day, I received an email
from skrill that my account had been temporarily restricted pending review and I should contact for
further assistance. (screenshot 61 verifies this.).

During this period, I had over $200,000+ earnings in my total assets including interests in
cryptocurrencies.

I immediately sent an email to my account manager, Domenica contacting her for further assistance, I
received no replies or response. (screenshot 62,63 verifies this.).

I further sent another email that same day showing what I saw when i log into my skrill account.
(screenshot 64,65 verifies this.). Still no response or reply.

What I saw (screenshot 66,67 verifies this.).

I later called skrill during that week period and I was told my account is going at a review which is very
normal for all vip accounts and that they would get back to me on the 30th of December as they're on
holiday. So I shouldnt' worry.

On 30th December, Skrill never contacted me .

Thus, I sent an email to my account manager on the 31st of December telling her I hadn't received a
response from her or anyone at Skrill since I contacted.

(screenshot 68,69 verifies this.).

I never received a response from her since that time till i actually called her on Jan 10, 2022 where she
claimed she never received or saw my emails, which is not true because all the screenshots shows i
actually sent her a message that was delivered to her.

Fast forward she convienced me not to worry and that it's just a normal routine check they normally
carry out for vip accounts.

The following day Tue, Jan 11, she sent me an email to that effect saying my account is undergoing a
standard routine check and they will be in touch as soon as possible.. (screenshot 70 verifies this.).

I replied her expressing my disatisfaction that I have been patient enough and requested her to call me.
She replied me saying they're entitled to carry some checks on the accounts and to restrict the accounts
functionality while they are undergoing an audit and that they there is no need for me to contact them
as they will be in touch as soon as the check is completed... (screenshot 71 verifies this.).

I replied saying "This is still unacceptable. How long would the so called check be?? You have to be
specific. Within how many days or weeks. You can't just keep me in a waiting unknown loop. I waited the
whole of December I never received any response from you. This involves huge sums of money. This is
my money and I have every right to access my money. I am not taking this lightly at all. Give me specifics.
When am I going to my account back or a response.be specific in dates..? Is this how you treat those
who trade on your platform. Once again, this is highly unacceptable anywhere. "... (screenshot 72
verifies this.)
Domenica replied me saying she is unable to tell me when the audit will be completed and will certainly
contact me as soon as she has an update.... (screenshot 72 verifies this.).

Funny enough I never received an update from her as she promised and in February when I opened my
skrill account, I noticed a message saying my account has been terminated and that i have to sell my
interests in cryptocurrency and withdraw my balance to a bank account in my name and that once i do
that , my account would be automatically closed.(screenshot 73 verifies this.).

I was shocked to see such a message because I hadn't been contacted via email as Skrill or Domenica had
promised me that they would do once they have an update on the audit. I had to open my skrill account
in the month of February to see this message. I was pissed and sent this email to Skrill and Domenica

"Good afternoon Domenica, skrill. This is a gentle reminder on my already pending case concerning your
standard routine check email to me dated 17th December, 2021 . be informed that I am still unable to
access my funds as at today .do by this email furnish me with the latest update on my matter. Treat this
as urgent" .(screenshot 74 verifies this.). The date I sent this email was Tue, Feb 8.

I received a reply from vip@skrill.com saying that the issue is still being reviewed and that as soon as
there is an update I would be contacted back immediately..(screenshot 75 verifies this.). This was
shocking to me because why is my skrill account showing me saying my account has been terminated
and that i have to sell my interests in cryptocurrency and withdraw my balance to a bank account in my
name and that once i do that , my account would be automatically closed and I still don't have any
official update even up to the latest email reply they gave me.

I replied back to skrill and Domenica that same day and made them aware of what I see when I open my
skrill account on my pc and my phone (as i attached screenshots) and I requested for how to really get
my funds to be released to me since what they put on the app or account the button wasnt working. .
(screenshot 76 verifies this.). At this point, I had accepted that skrill and Domenica was playing games
with me as they knew what they were up to but telling me lies. At this time, I had seen a reduction in my
crypto assets interests value calculation to be about $160,000 and my usd value to be $21,405.

Domenica replied back without addressing how I can get my funds released to me. She responded "Hi
Emmanuel, Thank you for contacting us. Please, note your account is still under review and this is the
reason why your account is restricted. As already mentioned in my previous e-mail you can be assured as
soon as the audit is finished I will inform you of the outcome. Thank you for your understanding.".
(screenshot 76 verifies this.). All this is to show how skrill and Domenica intentionally just put in a loop
with no real intention of getting back to me on the issue.

Fast forward on Tue, Feb 15, still with no official updates from skrill, I called Skrill VIP to get an update
from them since i was still seeing the same message as seen in screenshot 75 . I requested an email to
show I had contacted them and I received this email showing proove of further contact"" Dear
Emmanuel Asante Kobby Annor, Regarding our conversation over the phone, I would like to confirm that
I have forwarded this matter to your account manager. Once I have an update, I will inform you
immediately! Thank you for your patience and understanding. Kind regards, Daniela Skrill VIP Team".
(screenshot 77 verifies this.).

On Wed, Feb 16, I received a message from skrill saying that the relevant department are working on my
case and once there is an update, they will inform me and that my account manager will also contact me
shortly. (screenshot 78 verifies this.).

Around 1:14 PM that same day Feb 16, I received this email from Domenica. "Hi Emmanuel, I understand
you have contacted the VIP support team. In my previous e-mails I have already told you we will be I
touch once the audit on the account has terminated. I kindly ask you to bear with us an we will do
whatever is in our power to chase your case.". (screenshot 79 verifies this.).

I responded saying "Ok I'm still waiting but you understand why I need to access my money in my
account and I'm also referring to that message I see when I open my account. Such a message isn't
supposed to show when if my account is on audit. Question is why am I seeing such a message when I
open my skrill account?" (screenshot 80 verifies this.).

With this message, I was stressing on the fact that if you say my account is still in audit and has no
update at the moment, then why am I seeing such a message when I open my account my phone and on
pc?.

Domenica replied saying "Hi Emmanuel, What is the message you see?" *(screenshot 81 verifies this.).

I replied "Attached is what I see. " and sent her the attachment.*(screenshot 82 verifies this.).

At this point, I didnt receive any response from Domenica and the next day I realised another thing
poped up saying my skrill account is closed when I opened my account. I sent a message to Domenica
enquiring why and she never responded or replied back to me.*(screenshot 82 verifies this.). . I tried
calling her to no avail as she stopped picking my calls and I tried contacting her on whatsapp. She read
my message on whatsapp and blocked me on whatsapp. She doesnt pick my calls or anything. This is
really bad.

In summary, I do not believe that I have violated any of Skrill's terms and conditions - Skrill has not
provided any evidence of this or given any exact reason to me telling me how i violated any of terms. I
strongly believe due to the huge sums of money I earned from using their skrill cryptocurrency service,
they are doing things to sit on my money and not deliver it to me to the extent of restricting me from
trading further without providing any reason. They have lied to me so many times on contacting me
about my issue. But they don't.I wake up to discover that they have taken some action on my skrill
account without any update or official contact to email as they promise when i call their support or vip.
For instance, I realised they had terminated without any official communication to my email as they had
promised earlier. They told me on the screenshot that i should sell my crypto intests and withdraw funds
to a bank account in my name. I tried doing that as I was not even interested in continuing again because
of them holding my funds and restricting my ability to use their skrill cyrpto service without any reason
during a period where cyrpto prices fell. This did surely affect the amounts of money in my account. So i
was well ready to witdhraw my interests in crypto assests as they had writen in my skrill account. But
guess, what, there was no working button to click and make it work as they mentioned when I opened
the app. So i tried contacting support several times and i had them telling me the same thing about
auding and they kept assuring me they havent terminated my account and it's just a review they would
get back to me. They didnt.. several days later i tried contacting my account manager, she never picks up
my call.. i then called skrill suport again and this time requested they give me a receipt to show i
contacted them and the reply. they did so i replied them and intentionally included my account manager
domenica as cc in the email so she becomes aware as she intentioally avoids my calls. that's when i got a
response from her assuring me when the review is over they would get back to me.. fast forward i woke
up and opened my skrill account to meet a message that my account is locked. this happened not long
ago after i had communicated with domenica on what i see on the app. domenica does non reply to me
or pick my any of my calls.. i even when further to message her on whatsapp to find out what is
happening because up till i havent received any email from skrill.. she blocked me on whatsapp.. i tried
calling skrill support when i call skrill with my registered primany number +233248664660, support
automatically doesnt let me go through with the call to the customer care and the call ends.., I bypass
the section by using a different number to call skrill and i realised it went through successfuly.. this time i
entered my skrill customer id and the call ends... so i used another method to bypass by not entering my
customer id and low and behold i get hold of a skrill customer care rep and I intentionally recorded our
conversation. This conversation recorded is available and also this time I requested a ticket this time
around. This is the ticket response (Skrill Help – Ticket Response (#25601158)) I received:

"Dear Emmanuel Annor, Thank you for contacting the Skrill Help Team. Your case has now been
escalated for further investigation and we'll contact you back as soon as possible. Please note that it may
take several days to review your case. We'll contact you once we have an update. Thank you for your
patience. Best regards, Dobromir Skrill Help Team" (screenshot 83 verifies this.).

This is my official complaint on skrill

- Emmanuel Asante Kobby Annor