Moneybookers account locked

[Cesar]

Hello,

My Moneybookers account is locked since Tuesday for outgoing transaction.

I've not received any notification from MB, but when I try to deposit on 32Red a information popup inform me that I had to send documents to "[email protected]" to unlock account.

A little strange (I have all my info verified a year ago, including bank details, credit card and address), but , ok, I sent the info required. After two more emails asking when I'll get the account unlock (no response), I decided to contact then via Messaging Centre from the web site. Next day I received an email saying that my account had been locked due to a non authorized access to my account and that I have to change my email address for a new one. Another strange thing, so I decided to call them (altough my english is not too good ). The representative says to me that this is neccesary by their Security Department (the one that doesn't respond my emails, by the way). But ok, I change my email address online with her. She checks that I've already changed it and tell me she will talk with the Security department to unlock. Today the account is still locked.

I've been reading some internet threats and I've seen more people with same problem and the account locked from more than a month

I'm a little scared with that .

I've already read that people open a complaint in their web site claiming to contact with Financial Ombudsman? and FSA.

Any help in the best way to proceed?

Any advice will be appreciated

Thank you very much.

 

[Cesar]

THANKS 32RED

UPDATE: After a week, this morning my account has been unlocked.

I want to give a big thanks to all 32Red team (especially Dale) who offered me their help in addressing this issue . I'm completely sure the actual situation would be quite different without them.

MB has never informed me about the status of the issue, no responding emails (including when they unlocked my account). To other MB customers, please, be aware of them. I've been using MB during a year with no problems or need to contact them, until something like this happens. Then is when you realise the customer support offered, one of the worst I've ever seen.

Thanks 32 Red. I understand why you're the Best Online Casino every year. You deserve it :notworthy.

Cesar.

 

[FourTeller]

More MB Woes

Just bumping this thread to add that I'm in almost exactly the same situation as described in the opnening post: My Moneybookers account was locked without any notification whatsoever, except for a notice after logging that appears only when trying to access the 'send money' or 'withdraw' pages. One significant difference is that, after spending the last few years in Canada, I returned to my home country in early March only to discover that online gaming deposits from here are now restricted by MB - though that didn't stop them accepting hundreds of dollars' worth of cashouts when I was still unaware of the fact.

Nevertheless, I dutifully notified them of my change of address and sent them all the necessary verification documents as soon as I could within a couple of months of the move. My funds continued sitting in Moneybookers until the weekend before last, when I logged into my account briefly and tried out the 'send money' feature (which I have rarely used and not recently) by attempting to send a fraction of my funds to an email address already in the dropdown menu, which just happened to be from a poker site I had previously dealt with. The transaction was declined as I knew it would be from previous attempts to deposit directly at gaming sites, but nothing else unusual had happened after those instances.

It's now been just over a week since I discovered my acount was locked, without even an automatic email notification. Twice I have sent the requested documents but, other than one question about what I was using my account (that I answered in great detail) received after my first email to them, I've heard absolutely nothing from Moneybookers regarding the situation. While changing my country of registration from a respected (if sometimes ignored) G8 nation to a struggling developing country certainly doesn't make dealing with this type of issue any easier, what I've seen of others who have had similar poor experiences with this ewallet suggests their disregard for customers in these cases is universal.

Even before leaving Canada, I had already started to shift more transactions to alternative services; now I wish I had been aware of my country being restricted so that I could have cut Moneybookers off once and for all. I did try to research the legality of online gaming from here beforehand but nothing came up in my online searches and it's not specifically listed in their T&Cs. In fact I still don't know exactly why it is not allowed, because Neteller also doesn't work here now when I believe it did before - yet most sites still accept me as a real money customer and other payment methods are also still available.

Needless to add, I'm very unhappy that Moneybookers have not only frozen my funds in this abrupt manner, when I am finally ready to do something with them after several months of inactivity, but have been so unresponsive. While I know what it's like to have limited funding options for online gaming, I would strongly urge anyone who has other viable choices available to them to keep away from MB, not just for this type of reason but also a few other questionable practices of theirs that have become evident over time e.g. disclosing certain users' account activity to merchants, promoting shady gaming sites on their promo pages etc.

 

[villa10]

These kind of comments about Moneybookers are around in many forums and several industries. I think I will ban this company as a payment option.

 

[FourTeller]

My Money Back

Well I just logged into my MB account today to find that it has finally been unlocked Not sure whether it was one of the several messages I sent that did the trick - including one through the official complaints page where I mentioned my intent to take the matter up with the FSA if necessary - or 'sort of' accidentally submitting a request to close my account (was obviously displeased with the site but just wanted to see what the shutdown process involved, if it got to that point, and thought there would be a confirmation page, but there wasn't), or everything combined. Either way, I'm very relieved to have access to my funds again after about a fortnight, especially after all the horror stories I've seen from other customers who've been in limbo for many months.

Note, however, that I still do not know what in particular triggered this situation to begin with. Plus I discovered my account had been unlocked the same way I found out it was locked in the first place: by logging in and trying to access certain transaction features. Other than a brief message late last week informing me that my documents had been forwarded to the security department, there was nothing to indicate that anything was being done on Moneybookers' end to resolve the issue. No email or other type of communication was received from the site itself alerting me that I could move my money around once again. So my caution against using this ewallet, whenever and wherever possible, remains unchanged - at least until they change their uncommunicative customer service and questionable operating methods for the better.

 

[Pred]

Same problem here. Been almost 3 weeks now. The first documents I sent were denied because the copy of my identity card was in black and white... Resent a coloured one and havent heard from them since (that was 2 weeks ago).

After reading FourTeller's post I decided to file a complaint aswell through the Moneybookers system. See if that helps. I really hate it that there is no way to contact Moneybookers except by email. The phone number they list on their website doesn't even work!

I guess all I can really do now is wait some more

 

[FourTeller]

Same problem here. Been almost 3 weeks now. The first documents I sent were denied because the copy of my identity card was in black and white... Resent a coloured one and havent heard from them since (that was 2 weeks ago).

After reading FourTeller's post I decided to file a complaint aswell through the Moneybookers system. See if that helps. I really hate it that there is no way to contact Moneybookers except by email. The phone number they list on their website doesn't even work!

I guess all I can really do now is wait some more

Wish you the best of luck in getting things resolved To be honest, after initially bombarding Moneybookers with many messages over a week or so, I had resigned myself to a long wait of weeks or months based on what I'd read of other people's experiences Phone was never really an option for me as it's very expensive from here and, again from what I'd read, still not a very effective means of communicating with them.

From what I understand, sending a complaint is different from a 'regular' message as MB are obliged to respond and, if they don't do so to your satisfaction within eight weeks, you can take up the matter with the FSA, the official British body that regulates the company. While there has been some debate over whether non-residents can appeal to them, I saw a post from someone who seemed experienced with how the system works stating that those outside the UK could also use it.

 

[vinylweatherman]

Wish you the best of luck in getting things resolved To be honest, after initially bombarding Moneybookers with many messages over a week or so, I had resigned myself to a long wait of weeks or months based on what I'd read of other people's experiences Phone was never really an option for me as it's very expensive from here and, again from what I'd read, still not a very effective means of communicating with them.

From what I understand, sending a complaint is different from a 'regular' message as MB are obliged to respond and, if they don't do so to your satisfaction within eight weeks, you can take up the matter with the FSA, the official British body that regulates the company. While there has been some debate over whether non-residents can appeal to them, I saw a post from someone who seemed experienced with how the system works stating that those outside the UK could also use it.

It is odd that "regular" CS messages are ignored for weeks, or even months, but the merest hint of a FORMAL complaint, and they go into overdrive. It suggests they KNOW they have fallen short of requirements, and do NOT want the issue to escalate to the FSA, who will look into both the complaint, and why it was not possible to resolve the matter internally.

The only real way to check whether the FSA will look into a complaint from a non-UK resident is to ask them, or check the rules. EU residents should be able to complain to the FSA if their issue is with a UK regulated company, just as UK residents should complain to, say, the French regulator if our gripe is with a French financial firm.
There is also the Banking Ombudsman, who looks at complaints against a narrower range of firms, but it seems both Moneybookers and Neteller stress they are NOT a "bank", even though you can have vast sums of money on deposit with them.

The FSA could certainly look into cases of poor service and maladministration at Moneybookers, and even go so far as strip them of their small emoney issuing license (effectively ending them as a money movement service). Sadly, in the recent financial crisis, the FSA has been shown to be pretty useless, allowing the UK banking system to come within a gnat's whisker of meltdown without anybody noticing - something that will hurt our wallets for years, if not decades, to come.

 

[lauram]

I must bump this thread up. I myself as of yesterday have just found out my moneybookers account is locked also. I have emailed them and have done as they asked but to no avail. I have added a new email and another new password yet still i find this account is locked. I to had submitted my id in last year and had been approved. Funds are sitting in the account yet I am unable to move them at all. I have tried a few of the phone numbers to be told the number is no longer in service. No response back from my emails to moneybookers at all. What is the next step in regarding these issues. It is for this reason that i prefer to use my instadebit deposits. My problems started as a few of the casinos do not pay back into instadebit so this left me no choice but to move it into moneybookers account.

 

[vinylweatherman]

I must bump this thread up. I myself as of yesterday have just found out my moneybookers account is locked also. I have emailed them and have done as they asked but to no avail. I have added a new email and another new password yet still i find this account is locked. I to had submitted my id in last year and had been approved. Funds are sitting in the account yet I am unable to move them at all. I have tried a few of the phone numbers to be told the number is no longer in service. No response back from my emails to moneybookers at all. What is the next step in regarding these issues. It is for this reason that i prefer to use my instadebit deposits. My problems started as a few of the casinos do not pay back into instadebit so this left me no choice but to move it into moneybookers account.

Well, Moneybookers has set it self up for GAMBLING as it's main use, so WHY does it have such a problem when customers use it in this way.

CASINOS should worry about this issue too, if players lose confidence in the eWallets, it will be MUCH HARDER for players to DEPOSIT, and the AMOUNTS they can deposit, and the SPEED at which they can deposit will all reduce.

Neteller lets me deposit 2000, 3000 even in one go, and I can do it again, and again. If I had NO eWallet because I no longer trusted them, I would be using "safe" methods, such as credit and debit cards. This would SEVERELY limit the amounts I could deposit, and there would be a THREE DAY wait "in the system" whilst money moves, unlike the "instant" nature of eWallets. My DEBIT card throws a fit if I go over 100 into a casino as for UKash, takes all DAY to rustle up a mere 50 deposit, with any withdrawal having to be by cheque to my registered address.
This is in the UK of all places, in countries where the law is still a little "grey", eWallets are often the ONLY way players can transact with casinos.

These tales of large sums of players' money simply "disappearing" without any real access to formal justice for the player are worrying. Organisations that SHOULD be offering protection merely "pass the buck", and the offending institution merely has to cut off it's phones, and ignore emails, to more or less get to keep the money.

 

[lauram]

Thanks Gowild

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]

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]

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]

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]

Moneybookers scam

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: [email protected]

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]

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]

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]

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]

Here's a link to a thread where I was requested verification https://www.casinomeister.com/forums/threads/moneybookers-annual-verification.32116/

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]

Here's a link to a thread where I was requested verification https://www.casinomeister.com/forums/threads/moneybookers-annual-verification.32116/

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.

 

[worriora]

Hello and thanks all for your support.

I've send them a FORMAL complaint via their website.

You do not have permission to view link Log in or register now.

Those 5 days passed but i still haven't got any reply back.

MY Moneybookers account was never funded by credit/debit card! Most of the money that i receive in that account are from affiliates payments. I have 2 betting websites and monthly i get like 500 EUR in that account.

I don't know what's odd but i surely haven't done any ilegal things for this to happen. I think that this is the biggest abuse that i've suffered and more, i can't do anything about it.

@lauram, i've send a request to gamebookers, where i often play at their sportsbook, here is the reply:

Thank you for contacting Customer Service.
I am sorry if you experience any problems with your Moneybookers account.
However I would like to inform you that we will not be able to contact Moneybookers and assist you with this. Moneybookers is separate and independent company and if you have issues with your account, you should contact their Customer Service as only they can assist you further.
As per your Gamebookers account I would like to remind you that you can deposit using some other deposit option. To check the deposit options we support for you, click on Cashier and then on Deposit and you will be displayed all methods with short description for each one of them.

 

[worriora]

Here are my 2 transactions from where i have this balance:

Expired Image

First is from gambling-affiliation.com and the second is from expekt affiliates.

Before i had like 6 or 7 EUR in my account.

 

[vinylweatherman]

Here are my 2 transactions from where i have this balance:

Expired Image

First is from gambling-affiliation.com and the second is from expekt affiliates.

Before i had like 6 or 7 EUR in my account.

Well, they quote 5 days, so wait a few more, making it 10, and then tell them that since you have received no response within the 5 days quoted in the guide to their internal complaints procedure, you will be referring the case to the financial ombudsman.

It is worrying that they are crippling what is effectively your BUSINESS by doing this. Moneybookers have NO EXCUSE WHATSOEVER for not understanding this industry, and must know full well that there are AFFILIATES that can range from the big down to the small player-affiliate, whose commission payments may be small. One transaction is even tagged with it's source, and is therefore clearly an affiliate payment.

You may have more luck asking one of these affiliate programs for help. The idea that casinos don't have any dealings with Moneybookers in this way regarding players accounts is UTTER BULLSHIT. This became clear in a case regarding PKR casino & poker, where a player was regarded as a "bonus abuser", and PKR, it turned out, had made a complaint to Moneybookers about this player's activities, which resulted in Moneybookers closing their account. When it suits them, they WILL contact Moneybookers, or any other processor for that matter. Go Wild, in another case, WERE able to contact Moneybookers on behalf of a player, and it DID get things sorted out.

 

[worriora]

Well, i contacted Go Wild also. If they will solve my problem all those money are going to their casino, and i promise i will never use Gamebookers and Moneybookers again!

If you have any other ideas about dealing with this situation i am open to try everything just to get my money out.

Thank you for your email and for bringing this to our attention.

We will forward your request to Moneybookers and we will do our best to get this issue resolved as soon as possible.

If there is anything else we can assist you with please feel free to contact us.

--
Kind Regards,

GoWild Casino
Finance Department

 

[vinylweatherman]

Well, i contacted Go Wild also. If they will solve my problem all those money are going to their casino, and i promise i will never use Gamebookers and Moneybookers again!

If you have any other ideas about dealing with this situation i am open to try everything just to get my money out.

Are you able to use Neteller. I use them, and know how they work far better than Moneybookers.

Neteller are by no means "excellent", but they are no so elusive when it comes to contacting them, especially if you become a VIP.

Neteller WILL ask for your documents, and these will be similar to those needed to verify a casino withdrawal. 1x photo ID and 1x proof of address. They have another level of verification too, which is to connect your Neteller account to your bank account. Neteller then perform a verification on this by depositing a small amount into your bank, and you have to tell them how much it was. It helps a great deal to denominate your Neteller account in the same currency as your bank account (so you have no problems determining the value of the micropayment).
Having done this, you will have a fully verified Neteller account. To become VIP takes 3 months of depositing the equivalent of $6000 per month with "merchants" (casinos in other words). This is GROSS deposits, not deposits-withdrawals, so you do not have to LOSE $6000 a month.
With a verified bank account attached to your Neteller account, you can withdraw via bank transfer, or get a Net+ card to use your Neteller account for shopping.

Neteller may also ask AGAIN for documents, a pain, but this is down to a requirement to keep their records up to date, and this kind of request can be annually received.
The quicker you can divert your affiliate payments away from Moneybookers, the better.