Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a player of Skillzs Pool Payday app since December 2020. I deposited $10 onto the platform my first day playing and I never had to deposit ever again because I am very good and kept winning at least 66% of my matches. I was very profitable last year off of this platform bringing in a little over $11,000 net profit off of that initial $10 deposit. When players earn a certain amount of profit, Skillz would set up a Zoom Verification Meeting to watch me play the game for an hour or two through a webcam to prove I am not cheating or altering their software in any way. I had completed 3 of these verifications and never had any account freezes. 2022 is when Skillz is starting to act shady. On July 10 this year, Skillz suspended my account and informed me that I was in violation of their Terms of Service, but could not provide me with any explanation or proof of why I was being suspended. I was asked to agree to the *** again and my account would be re-opened. When my account was re-opened, Skillz had removed $633 from my account. Thats when I should have quit with these scam artists, but I continued playing because I had fun playing this game. On July 23rd, I was winning enough games to make a withdraw of $750 from my account. As of yesterday, 08/04, I had also accumulated over $500 on my account. After spending ********** Ticketz in the Ticketz store yesterday, I received the attached email stating that I was in serious violations of the *** again. Skillz banned me permanently, cancelled any pending withdrawals, and closed my account without any refunds. I was absolutely not cheating or breaking their *** whatsoever. I am friends with a lot of the other top players on this platform and I have been speaking to them outside of Pool Payday to find that they have run into very similar issues with this company. Once you start becoming too profitable, this company will ban your account and threaten to take your to court to recoup your cash that was earned fairly.

  Business Response

  Date: 08/10/2022

  Hello ****, 
  
  Thank you for staying in touch with us through BBB and Skillz player support. 
  
  After an in-depth review of your account, we can verify that your account was under review by our fair play team. A brief pause was placed on your account to keep players on the Skillz platform safe and within the guidelines. 
  
  Our trust and safety team confirmed that your account has been consistent with our internal risk patterns, which found your account violating our terms of service. We were  able to verify that you were intentionally aborting matches to win unfairly against other players. 
  
  We have determined that the winnings earned from the now-closed account were in violation of our Terms of Service and will be forfeited.
   
  This forfeiture of winnings is explicitly stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  You can find our Terms of Service and Legal information at: https://www.skillz.com/legal. 
  
  Regards,
  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17675442
  
  I am rejecting this response because:

   

  My account was temporarily suspended for supposedly intentionally aborting games on July 10th and $633 was deducted from my account. I reread and accepted the Terms of Service and my account was reopened immediately.

  Between account reopen on July 10th and my account getting completely banned on August 4th, I had 4 total CRASHED games; one on July 21st, one on July 26th, and two on August 3rd. This is four crashed games out of several hundred cash games played throughout that period on this platform. Also keep in mind, I did not request a refund in a single one of those four reports. I was simply reporting a crashed game in case Support wanted to send to Developers.
  

  At the time my account was banned on August 4th, I had over $500 on my Account, $750 in pending withdrawals, and over 10 million Ticketz accumulated from several months of play. Skillz has now taken almost $2000 from my account balance in total when I have been a loyal, FAIR player.

   

  Sincerely,

  **************

  **************

  Business Response

  Date: 08/16/2022

  Hello ****, 
  
  Thank you for staying in touch with us through BBB and Skillz player support. 
  
  As previously stated in previous replies, Our trust and safety team confirmed that your account has been consistent with our internal risk patterns, which found your account violating our terms of service. We were  able to verify that you were intentionally aborting matches to win unfairly against other players. 
  
  We have determined that the winnings earned from the now-closed account were in violation of our Terms of Service and will be forfeited.
  
  This forfeiture of winnings is explicitly stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service. 
  
  In conclusion, its clear you violated our terms of service and chose not to cooperate. Your actions jeopardized the integrity of our system and put many honest players at risk. Weve determined to close your account permanently and this case to be closed. 
  Any closed accounts are not to be reopened for security purposes. 
  
  You can find our Terms of Service and Legal information at: https://www.skillz.com/legal. 
  
  Regards,
  
  

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17675442
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had several unauthorized transactions in the amount of $650 from my CHIME BANKING ACCOUNT I have been trying to dispute since May, and am now being evicted from my home because I havent been able to catch up since this incident. I have had my dispute denied over and over and filed several rebuttals and have had them all denied. Nobody will respond to me, and the only emails that I am receiving are the same copy and paste messages and. Nobody will answer my questions and I need my money back my kids and I are going to be homeless in 10 days

  Business Response

  Date: 08/03/2022

  
  Hello *****,
  
  Thanks for contacting BBB and Skillz Player Support.
  
  Unfortunately, your account was closed because several violations were made with your information. We have sent you several warnings on tickets: *******, *******, and 8505886.
  
  The accounts below have been closed:
  CarlaMarieLeathers
  CMarie44
  TheRealCarlaMarie44
  CarlaMarie4
  DukeResponsibleLatency
  
  
  PLEASE NOTE OUR TERMS OF SERVICE STATE: Players may not have more than one registered account with the same personal information, such as your name, email address, phone number, mobile device, and payment method.
  
  Please note all cash entries are non-refundable and are explained in detail in our Terms of service 8.8, which I will link below for easy access.
  
  In conclusion, its clear you violated our terms of service and chose not to cooperate after
  Several warnings; therefore, our decision to close your account is final. Please consider this matter closed and not open for further discussion.
  
  Here are the Terms of Service again for your reference: https://www.skillz.com/legal/
  
  
  Regards,

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So Im pretty peeved and dont even know what to do about this. Skillz will just put u through a rollercoaster of emotions constantly, sleepless nights and emotional distress. After winning over $11,000 in earnings I get my account terminated and I dont know whats up. I had my zoom verification a week ago and everything checked out fine only for me to be deleted? Whats up with all this? I recorded the entire zoom verification and I have screenshots of all my earnings and everything about my account and Im contacting an attorney right away unless skillz has something better to do or any explanation to give. Im a top player on skillz. I have lost and won games against the top players like Hestiax, broistababe, parkspark, Inthesky, hvl23, nilsforpezz. These are the accounts I can mention of my head cos we go pretty toe to toe with each other and they are always in the top of the league.

  Business Response

  Date: 08/02/2022

  Hello ******,
   
  Thanks for contacting BBB and Skillz Player Support. Unfortunately, your account was closed because there was a violation of our terms of service made on your account.
   
  We did reach out to you on 07/21/22 in ticket number #********. As stated, we have recently observed that your account has seen a large jump in location.
   
  On 7/24/2022, In Ticket ?#********,? we requested a playtest from you to verify your account, to which you agreed. Once we had finalized your playtest, our trust and safety team found some information that did not add up with your account, which is why that playtest failed.
   
  On 08/01/22, in Ticket# ********, we sent you an email advising you of the information we found and the violations that led to your account closure.
   
  Any winnings that any closed account *** have are to be forfeited, which is stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service,
   
  In conclusion, its clear you violated our terms of service and chose not to cooperate with our terms of service; therefore, our decision to close your account is final. Please consider this matter closed and not open for further discussion.
   
  You can review these terms by following this link: https://www.skillz.com/legal/.
   
  Regards,
   
   
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17655406
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Junior

   

  i am strongly rejecting this response. You have what information about a jump in location ? I explained to the team I traveled outside the country and happened to just create an account there. I came back to the states and I started putting time and effort into playing. Now u wanna talk about some jump in location just cos I made genuine winnins. Is that what skills is about ? Just cos I win money I get my account deactivated for no reason and the lame excuse is a jump in location ? This will definitely be a nice class action suit in court so u can explain to the jury how does a jump in location affect anything amongst your flimsy excuses u give people about deactivating them. I have been very much wrongly deactivated and you people know it. This explains why u guys have such a bad reputation and so many bad reviews. Ill definitely be suing for more than the money yall owe me so enjoy it as it lasts. 

  Business Response

  Date: 08/10/2022

  Hello ******, 
  
  Thank you for staying in touch with us through BBB and Skillz player support. 
  
  Our trust and safety team confirmed that your account has been consistent with our internal risk patterns, which found your account violating our terms of service. 
  
  We will be holding firm in our decision to keep your and related accounts closed permanently. Any winnings that any closed account *** have are to be forfeited, which is stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service,
  
  Were sorry to hear youre looking to take legal action. If theres anything we can do to help with, please let us know. 
  
  You can find our Terms of Service and Legal information at: https://www.skillz.com/legal 
  
  Regards,
  

• Initial Complaint

  Date:07/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Dominoes Gold Skill Account name is: Dezulme On July 12, ****** from skill took back 500 dollars in my account, saying that i need to sign an agreement or i will get block permanently. She insinuated i intentionally aborted the game and ask for return. Lets analyze an aborted game: even if i knew how to do it intentionally, to request a return, i have to send you the game code so you can analyze if im quality for a return. How can you dare saying Im cheating when you are the one sending the money back to my account cause the game was aborted.?? or you cant admit your people are lazy, they love causing problem for players. to protect my account from getting block , I sign the agreement on july 12 and never ask for return again about aborted game. since then i was scared to play and scared to ask for return about aborted game.On July 13 , even though i was scared. I restarted playing. I win 10- 14 live game ( prize ******* dollars)with my own skills , and the leaderboard game competition gave me 700 dollars more. That day , i withdrew 4 times.( *******, 450, 400) . I got picture to prove everything Im saying Since July 13, till july 26. I waited 13 days, ( according to skill policy , any withdraw should be processed in 10 days) my withdraw was never processed. I waited 13 days, i text them asking whats going on. Last night, when i try to open my account, ********************* my account , and keep all my hard work prizes, then accuse me of violating the game. If you check the time when i win my money, it was 12:43 am. While this dude is sleeping, we as players we are spending our night time playing games, not only to win something, we love domino. I sign to never ask for withdraw about Aborted game, its because i trust my skill. Why blocking my account and keep what i win fairly. You act like all we do is violation. If i was a scammer why showing my driver license and add my picture on my profil. Unblock my account /Abuse of power

  Business Response

  Date: 07/29/2022

  Hello Frantzsy,
   
  Thanks for contacting BBB and Skillz Player Support. Unfortunately, your account was closed because you created multiple accounts to win from your duplicate accounts.
   
  We here at Skillz take fairness and account security seriously. To underscore our commitment and capabilities regarding detecting and deterring fraud at any scale, recent activity on your account led it to be flagged for an in-depth manual review by our Trust and Safety team.
   
  We are now informing you that some items in your account have been consistent with our internal risk patterns. This was detected using historical data from your account during your time with Skillz. Note that we never take action on an account without 100% certainty that a violation has occurred.
   
  On 07/13/2022 Ticket # ******** We let you know if youd like to come back to Skillz, you must read and accept our terms of service which you did agree to in that same ticket. This would include includes creating multiple accounts or for any foul play, your account will remain close and forfeit any winnings.
   
  PLEASE NOTE OUR TERMS OF SERVICE STATE: Players may not have more than one registered account with the same personal information, such as your name, email address, phone number, mobile device, and payment method.
   
  In conclusion, its clear you violated our terms of service and chose not to cooperate after several warnings; therefore, our decision to close your account is final. Please consider this matter closed and not open for further discussion.
   
  Regards,

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started playing Skillz games on the internet I havent treated anyone bad or said anything to anyone Ive been using this phone that was given to me by my dad after his sister passed away idk if its the phone or what but everything was good then yesterday I made a deposit went to do sone errands and when I got online to play my account was suspended I had a chance to win maybe fir the first time in a tournament i haves roughly 10 bucks in my account to play with and without warning or explanation they suspend me I would have liked to know why or given a chance to defend myself

  Business Response

  Date: 07/26/2022

  Hello ******,
  
  Thank you for contacting BBB and Skillz player support.
  
  Upon thoroughly reviewing your account, it appears that your account has been closed for violating our Terms of Service by creating multiple accounts to take advantage of our algorithm and win unfairly against honest players on our platform. 
  
  PLEASE NOTE OUR TERMS OF SERVICE STATE: Players may not have more than one registered account with the same personal information, such as your name, email address, phone number, mobile device, and payment method. 
  
  Due to this, your account has been banned, and you are not permitted to use the Skillz system again. Skillz considers this case closed, and that decision is final.
   
  You can review these terms by following this link: https://www.skillz.com/legal/.
  
   Regards, 
  

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17627386
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I dont accept this as an answer because I told them that I was given this phone from my dad This phone belonged to my aunt who passed away she may have played on skillz but I dont have multiple accounts with skillz. And I played nearly 2 months without issue and they send emails wanting you to make a deposit and right after I made the deposit they suspended me. Well they dont have allow me to play there if they think I cheated which trust me I did not but dont they have to refund the money that is in my account I cant get in to see the total but I just made a $10 deposit and I probably had maybe 5 bucks before that I just dont like being called dishonest cause Im not .Well my dad said its not worth it so I guess if they be made to refund my money than I guess I just lost that I think its funny tho that I read on reviews they always suspend people and never refund anyones money.If they want to suspend people than they should have to give the money back too

  Business Response

  Date: 08/01/2022

  Hello ******,

  Thank you for staying in contact with us through BBB and Skillz player support. 

  
  As previously stated we will uphold our previous response and will keep your account closed due to violating our terms of service.
  
  PLEASE NOTE OUR TERMS OF SERVICE STATE: Players may not have more than one registered account with the same personal information, such as your name, email address, phone number, mobile device, and payment method.
  
  We have determined that the winnings earned from the now-closed multiple account(s) were in violation of our Terms of Service and will be forfeited.
  
  This forfeiture of winnings is explicitly stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service.
  
  Skillz considers this case closed. 
  
  You can review these terms by following this link: https://www.skillz.com/legal/.
  
  Regards, 
  
  

• Initial Complaint

  Date:07/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So to start, I play yahtzee quite a bit. I started winning quite a bit. I withdraw winnings quite it bit. Problem is getting them to pay me is like pulling teeth. After waiting over a month and a half and jumping through loops such as a zoom verification for proof of who I am and proof I am not cheating. I went through all of that and received emails stating checks were processed and should arrive within 2 weeks, possible 4 weeks and the checks never came. After dozens of messages and generic answers with no resolution I finally got them to lump 5 or so checks together and send them. All of this took over a month and a half. 2 months if you include the security checks and stuff.. I am currently waiting on 6 or 7 checks again and its been well over a month on some and just about a month on others.. their emails for checks being processed says it "usually" takes about 2 weeks after processing but yet again I have received nothing in over a month and continue to receive generic copy and paste responses.. I dont know what their process is but this is starting to seem a little careless and down right wrong. I'd just like to get payed the **** dollars or so I am and be done with this company.. I have played ****s of games for ****s of dollars and been a top player for quite a while. I cannot continue with how this business runs things and cant help but feel like my money is being held hostage for no reasons what so ever.

  Business Response

  Date: 07/25/2022

  Hi *******, 
  
  Thank you for reaching out to the BBB and to Skillz. I'm sorry to hear about your frustration with your withdrawals. As we've mentioned in ticket #********, you withdrawals have taken up longer than you'd expect. As previously noted, withdrawals can take up to six weeks to process. Although your withdrawals were processed, checks usually arrive within 2 weeks of being processed, and can sometimes take up to 4 weeks to arrive. Please keep in mind, the four weeks begin after the withdrawal finalizes processing. 
  
  Withdrawal ID: ******* - Requested on 6/15 for $130 was processed on 06/27/2022
  Withdrawal ID: ******* - Requested on 6/18 for $50 was processed on 06/27/2022
  Withdrawal ID: ******* - Requested on **** for $270 was processed on 07/02/2022
  Withdrawal ID: ******* - Requested on 6/28 for $150 was processed on 06/28/2022
  Withdrawal ID: ******* - Requested on 07/01 for $210 was processed on 07/01/2022
  
  In the meantime, if you do not receive an update by 07/26/2022 for the withdrawal IDs ******* and *******, please feel free to reach back out to us at *********************************** and wed be glad to assist you again at that time.
  
  Again, I understand that this process is frustrating, however, our security processes surrounding your withdrawals are in place to protect your funds and ensure you receive the correct payment. 
  
  I know this isn't the outcome you were hoping for, and I'm sorry for the continued frustration, but we appreciate your patience in this time. 
  
  Sincerely,

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17618155
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* True

• Initial Complaint

  Date:07/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I downloaded the Skillz app and been playing for a while. Ive played close to **** games at the moment and Ive deposited amounts of over $1000 to try to win. Just when I started winning and actually won the leaderboard, my account hasnt been deleted they say but has been put on hold pending investigation. Investigation just cos I started winning but not when I was losing money. I have submitted whatever information they wanted and my account is still dormant and not being paired with anybody. Ive read lots of reviews and complaints about this happening to a lot of people whenever they start winning. Im not mad, neither am I happy. I just want to be treated fairly like other players that have the opportunity to play and win money especially when Ive invested money. Thats why Im contacting BBB to help escalate my situation for me to Skillz so I can play like everyone else. Thank you

  Business Response

  Date: 08/03/2022

  Hello ******, 
  
  Thank you for staying in touch with us through BBB and Skillz player support. 
  
  We understand you want to remain on the platform, but as previously stated in the last response, when a violation of the terms of service occurs, action will be immediately taken and addressed to the account holder involved. 
  
  Our trust and safety team confirmed that your account has been consistent with our internal risk patterns, which found your account to be violating our terms of service. 
  
  We will be holding firm in our decision to keep your and related accounts closed permanently. Any winnings that any closed account *** have are to be forfeited, which is stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service,
  
  I'm sorry this isn't the resolution you are looking for.  Skillz considers this case closed. 
  
  Please review our terms of service: https://www.skillz.com/legal/
  
  Regards,
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17616276
  
  I am rejecting this response because:

   

  why not stop giving me generic responses and tell me exactly what went wrong?what did I do ? I did nothing. I havent cheated, I didnt have multiple accounts. All u saying is Jump in location and that proves nothing. You people are doing this because I made money. If I hadnt made any money Im sure my account will be in good standing. My account started working back again after the zoom verification only for it to be deactivated because I was second in the leaderboard. Tell me this isnt conspiring against me and depriving me of actual winnings. Give me  a proper explanation instead of all the generic answers 
  
  Sincerely,
  
  Albert 

  Business Response

  Date: 08/10/2022

  Hello,
  
  Thank you for staying in touch with us through BBB and Skillz player support.
  
  As stated previously and in several tickets. We will be holding firm in our decision to keep your and related accounts closed permanently. Any winnings that any closed account *** have are to be forfeited, which is stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service. 
  
  We consider this case closed.
  
  You can find our Terms of Service and Legal information at: https://www.skillz.com/legal
  
  Regards,

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently contacted by a person(username cathywolfe565) claiming she worked for pool payday. She stated that I won 500.000.00. She asked for address an id. Then she said that if I cam up with 250 I can get my funds. She gave me ********************************* email so she said I sent him an email but I greatly feel they are trying to impersonate **** and that it's is false. Any help would be appreciated.

  Business Response

  Date: 07/22/2022

  Hi Aj,
  
  Thank you for reaching out to the BBB and to Skillz. I'm sorry for the frustration you've experienced while working with us! I can see that we reached out to you in ticket #******** regarding your report. 
  
  Skillz will never ask you to deposit funds in order to gain money, and will never ask you for your personal details via direct message. Additionally, we are not affiliated with ******** or their stakeholders. We're sorry to see this happened, and we recommend reaching out to your financial institution for any assistance for your funds. Again, this isn't Skillz, and anyone impersonating Skillz requesting information is reviewed and dealt with promptly by our Trust and Safety team. 
  
  Thank you again for reaching out.
  

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been plying skillz for a long time. For the most part I just lose money gambling but they have refused to pay me around $500 always having a reason my withdrawal is not valid. It was recently I realized the company was lying to me about money I tried to cash out saying they sent the money to my original card that I used but they lied sent it to an expired card not on file and refused to give me my money even after explaining this situation. They have done this multiple times and I had not realized. when the money doesnt go to the expired card they just keep it. They also had deleted an acct that I was prompted to set up on one of their other apps and said my winnings were invalid since I had two accounts. They created an expirence for me to lose my money and just deleted if. I know they have record of everything and it really bothers me they not only are cheating with their algorithms but stole money and ignored meits theft and the *** support team sent me messages for two weeks from a chat bot unable to admit they stole my money otherwise they fairly would have paid me what I tried to cash out. Con artist preying on people who like to ****** and cheating their way for a few bucks. Sad.

  Business Response

  Date: 07/21/2022

  Hello ******, 
  
  Thank you for contacting BBB and Skillz player support. Apologies for any inconvenience this has caused you.
  
  After further review of your active account under SirHipCyan we can see you have requested a total of $140.00 in withdrawals. Can you please share more information about the $500.00 you are inquiring about?  Please provide the details below for us to better assist you. 
  
  -screenshot of the withdrawal you are referring to with the confirmation email 
  -account balance history
  
  Once we have more information we can move forward with your request. 
  
  Regards, 
  
  
  
  
  
  

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17597764
  
  I am rejecting this response because:I have seen this same message a numerous amount of times over months and years and they actually dont fix my issue and instead will quit responding after acknowledging that they took my money.  Ive asked for someone to call me and sent my card numbers and they have done nothing and even did targeted marketing towards me to get me to spend more money after stealing my money. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/01/2022

  Hello ******,
  
  Thank you for your continued patience.
  
  After further review, I can see we are actively in contact with our VIP supervisors in ticket: 12424895.
  
  As ******* has stated we need more time to review and address the issue at hand.
  
  We apologize for the inconvenience caused but thank you once more for your continued patience. Please continue to stay in contact through that ticket for the most up-to-date information.
  
  Terms of Service: https://www.skillz.com/legal/.
   
  
  Regards, 

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17597764
  
  I am rejecting this response because:they havent called me, they arent fixing this issue.  They know what they have done stealing money from me and probably many other people.  Its now been over a month of me just noticing this but I know its happened to me and likely many others before. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made several deposits and played a lot, won and lost won again and lost again. Now they banned me after I did a little profit and made several withdrawals and didn't receive any. I don't know the reason why they banned my account. They let me to deposit several deposits of 500 and when I did withdrawals to take my money back. They banned me without reason and they didn't even respond to any email now. I even won a 200 amazon voucher on an event and didn't receive anything.

  Business Response

  Date: 07/21/2022

  Hello Anca, 
  
  Thank you for contacting BBB and Skillz player support. 
  
  We here at Skillz take fairness and account security seriously. To underscore our commitment and capabilities regarding detecting and deterring fraud at any scale, recent activity on your account led it to be flagged for an in-depth manual review by our Trust and Safety team.
  
  After our internal investigation we found your account to have been consistent with our internal risk patterns. This was detected using historical data from your account during your time with Skillz. Note that we never take action on an account without 100% certainty that a violation has occurred. Our trust and safety team found that you were taking advantage of our algorithm and winning unfairly against honest players on our platform. As well as being flagged for purposefully poor play in an attempt to game our matching algorithm. 
  
  Any winnings that any closed account *** have are to be forfeited, which is stated under article 7.3, Cheating, Fraud, and Abuse in our Terms of Service. 
  
  In conclusion, you violated our terms of service and chose not to cooperate. After multiple warnings, you have been banned from Skillz and are no longer allowed on the platform. 
  
  Skillz considers this case closed.
  
  You can review these terms by following this link: https://www.skillz.com/legal/. 
  
  Regards,
  
  
  
  
  

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17594431
  
  I am rejecting this response because: I didnt play any poor games, sometimes i wantwd to try a new strategy and of course I would play a 0,60 game. Or sometimes i was waking And play just being sleepy. Is this what you mean by poor play? This is just an excuse of not giving me my money and blocked my account. How can you say that I play poor, do I have to win every match? Maybe sometimes if I had just 5 dollars balance i was playing a 0,60 games and didnt care if win or lose, cause I was trying my strategy. I want my money bAck. Thanks
  
  Sincerely,
  
  Anca Ruscan

  Business Response

  Date: 08/01/2022

  Hello Anca,
  
  Thank you for staying in touch with us through BBB and  Skillz Player support. 
  
  As previously stated in our previous response we will uphold our decision to ban your account and remove you from our platform for violating our terms of service. 
  
  Our decision regarding the refunds or any winnings is final. Again, for your reference, here are our legal and terms of service for your review:https://www.skillz.com/legal/
  
  Skillz considers this matter closed.
  
  Regards,