Moneybookers account locked

**lauram** · 8th October 2009, 04:51 PM

After I found my moneybookers account locked, gowild asked me if it was ok for them to step in and assist me. This casino went out of their way not only to assist me with moneybookers, buy they also had them unlock my account for me. Now that is what I call customer service. Off to play and my moneybookers funds are going to the gowild casino.

**irirazvan** · 15th October 2009, 09:13 PM

Hello guys.When i searched the web regarding moneybookers i found this forum.
I`m also a moneybookers victim.3 days ago i got a mail that my account got blocked for outgoing transactions because as they say my account might have been exposed for unauthorized access.I`ve never recieved any mails that my login failed so obviously no one tried to log in my account.I have no clue how they can lock someone out just like that.After a high number of mails that i sent them i got a mail saying that i have to send them a photo of an identification.Just last year i sent them a copy of my ID and got a validation of my address.
So i decide to send them my ID photo again and obviously no one answered since then.This is ridiculous.They lock someone out for no good reason and then they completely ignore the customer

**hushda24** · 15th October 2009, 10:06 PM

I too had lots of problems with moneybookers,I infact made a thread here a while ago when i kept geting emails with my password changed

Not once but at least 6 different occasions

Then after a while my account was locked

So thats how i have left it to this day

Now i use payapl and had no problems what so ever for 2 years or more now

**vinylweatherman** · 15th October 2009, 10:25 PM

Originally Posted by irirazvan

Hello guys.When i searched the web regarding moneybookers i found this forum.
I`m also a moneybookers victim.3 days ago i got a mail that my account got blocked for outgoing transactions because as they say my account might have been exposed for unauthorized access.I`ve never recieved any mails that my login failed so obviously no one tried to log in my account.I have no clue how they can lock someone out just like that.After a high number of mails that i sent them i got a mail saying that i have to send them a photo of an identification.Just last year i sent them a copy of my ID and got a validation of my address.
So i decide to send them my ID photo again and obviously no one answered since then.This is ridiculous.They lock someone out for no good reason and then they completely ignore the customer

If someone was able to hack your MB account SUCCESSFULLY, you would NOT receive any emails that your login failed. SOMETHING made them think your account had been compromised, so they stop money leaving, and ask for ID FROM THE PERSON USING THE ACCOUNT. This is to ensure it is STILL YOU!

The problem is that their customer service is often TERRIBLE, so they are very inefficient at dealing with this kind of non standard situation, and often ignore customers, or take ages to do the slightest thing.

Neteller can be almost as bad when it comes to non standard CS issues. MOST things with Neteller and Moneybookers are done online, with no need for their CS to get involved.

Many have complained about the unresponsiveness of Moneybookers, more so than from Neteller. I suspect many of the account lockdowns are automated too, so CS may not even have a clue why an account is locked.

There is a way to make a FORMAL complaint though, and this is NOT the same as contacting CS with a grievance. A FORMAL complaint is covered by FSA rules, and REQUIRES a response within a reasonable timeframe, however, it CANNOT be served by email, it has to be by post, and it is best to get proof of delivery. This, unfortunately, is not so easy to do for a customer OUTSIDE the UK, but within the UK it is easy to send something "recorded delivery" so that proof of delivery can be obtained, preventing the excuse of "we never received your complaint" of which errant businesses are fond.

**worriora** · 23rd October 2009, 04:20 PM

Hello,

I don't want to create another thread here to mess things up so i'll post in this one my complaint.

It all started 3 weeks ago when i wanted to deposit some cash at Bet365 using Moneybookers. When i got to the "send money" page i've got this message:

Your account is locked for outgoing transfers and credit/debit card payments therefore we cannot complete this transaction.

To unlock your account, you must provide us with scanned copies of the following documents:

* Your valid official identification document such as your international passport, national identity card or driving licence;
* Proof of address such as recent utility bill or bank statement;

Please send them via email to: security@moneybookers.com

So i thought that by sending what they wanted they will unlock my account and all things will be ok. After sending my ID and a utility bill to them i've got the exact same e-mail back as the message above, to send the documents again.

I've send them again but till now i've got no reply from them. On October 20, i wrote a complaint to them but still haven't got any reply back even thou more than 5 working days passed.

I had 700 EUR in that account and i preffer giving those to a charity rather than let them in that account so that these ***** spend them

I have no ilegal transaction and i use moneybookers only for online gambling. I have my adress verified, as well as my credit card and bank account. Also, i am a moneybookers clinet for over 2 years and i've send my ID and a utility bill last year also after they closed my account in a similar way. (back then, my account was unlocked next day).

If anyone can help me get my account back i would appreciate it a lot!

Thanks a lot!
Gaby.

**lauram** · 23rd October 2009, 04:45 PM

Hi Gaby I know how frustrating this can be. With the help of gowild casino I would never of gotten my moneybookers account back open. I also read another player asked 32red for help and that worked. Is there a mg casino that you fund often with moneybookers account. If so hit live chat and explain to them that you wish to play but you have this issue at hand. I myself had sent over and over all my details with no avail. Yet 5 hours later after gowild got involved opened. I think I was the biggest problem with having it locked.
Got those crazy emails saying someone used wrong password. So sure enough i flew off a email and boom locked. As vw stated if someone wanted into your account you would not of gotten this set of emails from moneybookers.

**worriora** · 23rd October 2009, 04:57 PM

Hello Lauram,

I played only at Gamebookers Casino and Bet365 Casino and Poker, but if you say that gowild casino can help me i promise that after my account will be unlocked i'll play there also.

It seems that i ran out of options. I never thought that this is going to happen to me. DAMN!

Any ideas please?

**lauram** · 23rd October 2009, 10:35 PM

Originally Posted by worriora

Hello Lauram,

I played only at Gamebookers Casino and Bet365 Casino and Poker, but if you say that gowild casino can help me i promise that after my account will be unlocked i'll play there also.

It seems that i ran out of options. I never thought that this is going to happen to me. DAMN!

Any ideas please?

I would get in touch with bet365 and ask. As they have all your id and can verify that you have made deposits with them. Also helps if you had any withdrawals as this shows your account used both ways. I do not think asking a casino that you have not deposited in will help much. As they do not know you as a player. You need a casino that can verify who you are.
Pain in the butt I know, soon as you get it opened get the funds out of there and try not to use the account again. I was stuck as this one casino i played at would only pay me into moneybookers or a mailed cheque.

**Jasminebed** · 23rd October 2009, 11:37 PM

Here's a link to a thread where I was requested verification http://www.casinomeister.com/forums/...ification.html

Some important points to keep in mind when dealing with Moneybookers.

a. Use their internal messaging system to contact them. Don't send a following up "What's the status" message, or you will go back to the bottom of the queue.

b. You will not be notified by them when your account is unlocked, so just keep checking it.

If I were you, I'd contact the Bet365 CS. They seem to have very good inhouse support. You might be transferred a couple of times and have to wait, but in the end you will get someone who has some knowledge of your issues.

Casinos are most anxious to have us deposit, and will do their utmost to render you assistance, as they have other members.

I am overall very happy with Moneybookers, and my verification process went quite well once documents were received.

Regarding your submission of ID documents? I was asked to UPLOAD them via the security section of the messaging centre in the email sent to me.

Seems as if they are more frequently asking clients for Annual verifications, so perhaps it is taking longer for them to deal with it in the past. My request for verification was early July.

**vinylweatherman** · 24th October 2009, 12:46 AM

Originally Posted by Jasminebed

Here's a link to a thread where I was requested verification http://www.casinomeister.com/forums/...ification.html

Some important points to keep in mind when dealing with Moneybookers.

a. Use their internal messaging system to contact them. Don't send a following up "What's the status" message, or you will go back to the bottom of the queue.

b. You will not be notified by them when your account is unlocked, so just keep checking it.

If I were you, I'd contact the Bet365 CS. They seem to have very good inhouse support. You might be transferred a couple of times and have to wait, but in the end you will get someone who has some knowledge of your issues.

Casinos are most anxious to have us deposit, and will do their utmost to render you assistance, as they have other members.

I am overall very happy with Moneybookers, and my verification process went quite well once documents were received.

Regarding your submission of ID documents? I was asked to UPLOAD them via the security section of the messaging centre in the email sent to me.
Seems as if they are more frequently asking clients for Annual verifications, so perhaps it is taking longer for them to deal with it in the past. My request for verification was early July.

This might be the problem. They ask for documents, but give no specific instructions as to HOW. Casinos normally ask them to be sent by email, the Moneybookers method seems far more secure, but unusual, so HOW can customers know unless MONEYBOOKERS TELLS THEM!

Rather than a "normal" complaint, you would need to send a FORMAL complaint. Every firm with an FSA licence has to have an internal and FORMAL complaints procedure, and this includes the stipulation that they MUST RESPOND in a "reasonable time". An INFORMAL complaint just goes through regular CS, and does not carry the weight of a FORMAL complaint.

A formal complaint is normally served by post, not email, and to their postal address. If possible, obtain proof of delivery so Moneybookers cannot deny receiving it. The clock starts when they receive it, and if you have the proof of delivery, you will know when you should receive a response.

You could also ask for a disclosure under the Data Protection Act, where for �10 they have to send you ALL the data they hold on you. This could reveal what has gone wrong, and may be down to an uncorrected mistake.

If Moneybookers even THINKS that an account has been funded by unauthorised use of a debit or credit card, it will lock the account IMMEDIATELY, and sort it out later. This is to prevent money from being moved quickly from a stolen credit card to a merchant who could be a co-operating party to the scam, or even merely facillitating it, such as a poker room, where an attempt to "chip dump" may be made as a means to get the stolen funds out.

Unfortunately, it seems casinos and ewallets are getting increasingly "trigger happy", and complaints such as this are getting more frequent. The biggest problem is when they get it WRONG, they are NOT so active when it comes to clearing mistaken account lockings.

If this was merely "routine", you would receive a request for documents BEFORE the account was locked. The fact it was locked and the request came ONLY when you discovered this, probably means something "odd" triggered a security lockdown.