Unjustified Account Closure And Fund Retention By Skrill

I am submitting a formal complaint regarding Skrill’s decision to close my personal wallet account, reject my refund request, and retain my balance in connection with Ticket #34101020 and the verification of my personal wallet and Mastercard debit card. My difficulties started when the initial verification attempts failed because my Thai National ID and bank documents contained Thai language details and, in one earlier submission, I had added translations and highlights on the bank statement only to help clarify my Thai address. There was absolutely no intention to breach Section 16.4 or any other part of Skrill’s Terms of Use, and there was no fraudulent intent of any kind. To resolve this, I then provided Skrill with an authentic, unedited, official English PDF bank statement directly issued by Siam Commercial Bank (SCB) (file name: KUNG BUTHIP-VERIFY-STM060526.pdf), together with my original Thai National ID card. This official SCB statement clearly shows the SCB logo and issuer details, my full name (MRS KUN** BUNTHIP), my address in English matching my account details in the Phra Khanong District, Bangkok, and the relevant card transaction records from a licensed financial institution. Despite submitting these legitimate documents, Skrill decided on 20 April 2026 to discontinue the business relationship with me, refuse my refund request and close my account while still holding my funds. On that date, my Skrill account contained deposits made on 20 April under Transaction ID 6977545479 for 2,357.50 THB and Transaction ID 6977542703 for 43,562.50 THB. I consider it unjustified and unfair that Skrill keeps my remaining balance even though my identity, address and payment source have been properly verified with official documents. In light of the above, I respectfully request that Skrill conduct an immediate and thorough manual review of Ticket #34101020, re‑evaluate my official unedited SCB bank statement and ID documents, and approve my refund by releasing 100% of my remaining balance back to my original SCB bank account/card and completing the account closure. If this matter is not resolved within 15 business days, I will have no choice but to escalate the dispute to the Financial Ombudsman Service in the United Kingdom and ask my issuing bank, Siam Commercial Bank, to initiate a formal chargeback process through the Mastercard/Visa networks. I kindly ask for your urgent reconsideration and a written response confirming the outcome of this review.