Energy Casino - Stalling big 23750GBP withdrawal with no reasons

REJECTED
Anthony Salmon United Kingdom
posted on August 30, 2016.

I have been waiting since 19th August 2016 for my withdrawal to be processed 23,750.00GBP via Skrill, Energy Casino fully verified my account on 18th August 2016 and I am a Skrill Silver VIP account holder. Energy Casino processed a single withdrawal of 3500GBP on 19th August 2016 and then emailed me asking for more identification even though I was fully verified using their online document upload the previous day, I complied anyway and sent them what they asked for. I then received an email as follows;

"Dear Anthony,


Please be advised that we are running additional investigation with our payment provider. Therefore, some features of your account has been limited.

We apologize for any inconvenience this thing may cause you.

When there is an update, we will certainly let you know. Please refrain from sending any inquries in this regard in the meantime.

Do not hesitate to contact us should you have any questions.


Best Regards,

EnergyCasino Team"

I have tried to contact them many times since that email which was sent on 19th August 2016 but they are ignored all correspondence.... Energy Casino have since cancelled all my pending withdrawals and limited my casino account so I can no longer see any options for withdrawing my funds when logged in to my casino account.

I would just like energy casino to release my skrill withdrawals.

Anthony Salmon United Kingdom
posted on September 3, 2016.

Just to keep everyone informed, Energy Casino have still completely ignored my efforts, I also emailed them to take notice of this complaint which has seen no reply on either email or this complaint thread. A licensed casino has an obligation to support first line complaints procedures, Energy Casino are far off complying to this basic obligation, they fail to even reply to any communication let-alone log a complaint to be processed in a fair and reasonable way (as detailed in their license). I really am shocked at their utter disregard for customer service and honoring the very 'bread and butter' that keeps them afloat, paying players winnings. Just to further solidify their neglect I will detail the email details:

19/08/2016 - 4:10-PM - Last response from Energy Casino (as shown in the original complaint)

Emails sent to Energy Casino finance since, all without response:
19/08/2016 - 4:10-PM
19/08/2016 - 5:00-PM
22/08/2016 - 1:56-PM
23/08/2016 - 4:11-PM
30/08/2016 - 11:22-AM
30/08/2016 - 1:40-PM
30/08/2016 - 1:50-PM
03/09/2016 - 11:10-AM

posted on September 5, 2016.

Dear Anthony,

Thank you for contacting us via AskGamblers. I am sorry, for the late reply but I had to gather all the actual information about your case.

As you stated in your complaint, your account was verified. After you submitted your withdrawal request our payment team proceeded with your initial payout request as fast as usually we do in case of all of our verified players. After proceeding with the first withdrawal request, our Payment and Fraud department received a critical call from payment provider about further investigation which they would like to run on their side. Such a call rarely happens and our team is obligated to block all kind of activities (financial and gaming) on user account until the payment provider finish with the investigation and inform us about the result. We informed you via email and we are also waiting until we get an official reply from payment provider about the investigation.

Please note that due to internal fraud procedures we cannot reveal some of the details regarding this case to AskGamblers directly at the moment. As we stated in our terms and conditions our UK clients are able to bring a dispute to any ADR entity. We recommend to contact www.ibas-uk.com who handles EnergyCasino complaints or to contact any of the following ADR services listed on the following page: http:/­/ww­w.g­amb­lin­gco­mmi­ssi­on.g­ov.uk­/AD­R-B­log­/Li­st-­of-­app­rov­ed-­ADR­-en­tit­ies.aspx

Please rest assured that we are willing to cooperate fully and, within legal requirements, disclose any information that may bring this dispute to a satisfactory end.

If you decide to officially contact one of the ADR services, their final decision will be shared with AskGamblers who can decide about the result of the actual complain.

Best Regards,
EnergyCasino

Anthony Salmon United Kingdom
posted on September 6, 2016.

Hi.

If everything you are saying was true and correct, surely my skrill account would have also been locked?? The truth is, my skrill account is completely fine and I am able to use it without restrictions. So it seems very peculiar that skrill has contacted you to stop withdrawals while I am able to still use skrill without limitation elsewhere.

posted on September 10, 2016.

Dear Mr Salmon,


With regard to your complaint we present our final reply with detailed explanation.

Your user account was registered on 2 August 2016. On the same day it was topped up with several Skrill deposits. Due to legal requirements from Gambling Commission you were asked to upload ID to complete basic identity check. Between 3rd and 17th August you did not sign in at all and came back on Wednesday 17th and deposited further. On that day, without any request by us you provided proof of address and Skrill account details. Uploaded copies were accepted by payments agent and payout of £ 3,500.00 processed swiftly within 40 minutes after you submitted withdrawal. Please note, at that point we did not obstruct any activity of yours and facilitated your account at our best.

On August 18th we were notified by payment provider of potential fraudulent activity. Only then did we apply additional procedures, blocked game access, requested supplementary identity document copies and informed you via email, also citing exact articles from EnergyCasino Terms and Conditions that apply in such case. On August 19th we emailed you and emphasised that we are running an investigation and would reply when an update is available but will not respond in the meantime until further information is received. It is worth mentioning that all the abovementioned details concerning dates, time and sequence of events, though not noticeable at first, are at odds with your account of the case that gives an impression we deliberately attempted to withhold winnings from the very beginning.

After we restricted gaming activity on your user account you contacted us several times mentioning that you had already verified your account and hold VIP status with payment provider, something you have also brought up in this very dispute at AskGamblers. However, you do realise we had to take extra precautions the moment we received a fraud alert. Furthermore, a fraud investigation takes time as it involves third parties, e.g. payment provider and other agents on their side. Consequently, we had to await updates and no matter how many reminders you sent it could not hasten our reply which was also reminded in an email sent on September 5th.

The most substantial argument we would like to provide now is that payment provider confirmed on September 5th they received a report from bank notifying of confirmed fraud. Mr Salmon, you have indicated on many occasions while this dispute was ongoing how in good standing your account with Skrill is. Since you have brought this case to public attention via AskGamblers it would be fair to reveal your proceedings with Skrill as well. However, we do not expect that from you as your user account remains permanently closed.

As per our previous reply you are eligible to contact Independent Betting Adjudication Service (www.ibas-uk.com) or any other approved ADR entity listed by Gambling Commission below:
http:/­/ww­w.g­amb­lin­gco­mmi­ssi­on.g­ov.uk­/AD­R-B­log­/Li­st-­of-­app­rov­ed-­ADR­-en­tit­ies.aspx
That being the case, we will provide all documents requested to defend our decision.


Yours sincerely,

EnergyCasino

AskGamblers
posted on September 13, 2016.

Unfortunately, Energy Casino can't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Energy Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
posted on September 24, 2016.

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Energy Casino management that player violated their Terms&Conditions and more specifically commit potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith. Based on the above AskGamblers Complaints Team decided to reject the case and close it officially.

No further communication with the player shall be maintained on behalf our team.