Complaint #32
EnergyCasino
Account blocked after requesting €5,000 withdrawal without giving any reason why
8 years ago
Hello.
I joined Energy Casino 3 months ago, i enjoyed playing on sports bet and at their casino, especially european roulette. When i first tried to withdraw money they have sent me an email to send them my documents, which is normal procedure, i sent them all of my documents and all of them were approved. I had 5236e on my account and i tried to withdraw 5000, i waited for 1 day and then i contacted them through live chat, they told me that the withdrawing process may took up to 3 days. I was ok with that and waited for additional 2 days. There was not a single message from Energy Casino and i decided to contact them through live chat again and now they told me that they need new additional phone verification and asked me what's the best time to call me. They called me, i gave them all the answers they asked correctly, even the girl that called told me that this process will finish in the next morning (18.06.2018), she said that their financial department will send me an email in the next morning. They didn't. 2 days after that i tried to log in into my account and i saw that is blocked, went to see if there is some email from Energy Casino, but there was not, there is still no email from them explaining why i am blocked.
I was nervous and i contacted them through live chat right after i saw that i was blocked, they told me that they don't know the reason, the financial department blocked my account, they told me that the only thing they now is that my account is still under verification process. I also called them and they told me that i should send email to their financial department, i did again and there is again no email from them. I have screenshot from one chat with them where i ask how can they block me without explaining why and they told me that they can according to their terms and conditions. When i asked can you send that part to me, they started to make excuses. This afternoon (24.06.2018) i wrote with Energy Casino again and i was asking again same questions, when will i get email from your financial department and etc and started to be a little bit sarcastic and asked May they need more than 2 months to send me email back? Their answer was Yes.
I hope that i will solve my problem. Thanks and sorry for my bad english.
I joined Energy Casino 3 months ago, i enjoyed playing on sports bet and at their casino, especially european roulette. When i first tried to withdraw money they have sent me an email to send them my documents, which is normal procedure, i sent them all of my documents and all of them were approved. I had 5236e on my account and i tried to withdraw 5000, i waited for 1 day and then i contacted them through live chat, they told me that the withdrawing process may took up to 3 days. I was ok with that and waited for additional 2 days. There was not a single message from Energy Casino and i decided to contact them through live chat again and now they told me that they need new additional phone verification and asked me what's the best time to call me. They called me, i gave them all the answers they asked correctly, even the girl that called told me that this process will finish in the next morning (18.06.2018), she said that their financial department will send me an email in the next morning. They didn't. 2 days after that i tried to log in into my account and i saw that is blocked, went to see if there is some email from Energy Casino, but there was not, there is still no email from them explaining why i am blocked.
I was nervous and i contacted them through live chat right after i saw that i was blocked, they told me that they don't know the reason, the financial department blocked my account, they told me that the only thing they now is that my account is still under verification process. I also called them and they told me that i should send email to their financial department, i did again and there is again no email from them. I have screenshot from one chat with them where i ask how can they block me without explaining why and they told me that they can according to their terms and conditions. When i asked can you send that part to me, they started to make excuses. This afternoon (24.06.2018) i wrote with Energy Casino again and i was asking again same questions, when will i get email from your financial department and etc and started to be a little bit sarcastic and asked May they need more than 2 months to send me email back? Their answer was Yes.
I hope that i will solve my problem. Thanks and sorry for my bad english.
Dear Energy Casino,
at first i want to say you hello. You say that you are 24/7 available for your costumers, but here i will post 2 photos where all can see that that is not true. I was trying to reach you for like 30 minutes but than i gave up, i don't know the reason why you don't want to chat with me, now i can't reach you anywhere.
Today one of your agents accepted to have a chat with me, probably by mistake and right when he accepted and before i wrote Hello, he turned off the chat, right after that i tried to reach you again, but as i can see you are trying to get away in every way.
at first i want to say you hello. You say that you are 24/7 available for your costumers, but here i will post 2 photos where all can see that that is not true. I was trying to reach you for like 30 minutes but than i gave up, i don't know the reason why you don't want to chat with me, now i can't reach you anywhere.
Today one of your agents accepted to have a chat with me, probably by mistake and right when he accepted and before i wrote Hello, he turned off the chat, right after that i tried to reach you again, but as i can see you are trying to get away in every way.
EnergyCasino Complaint Stats
Resolved
14 / 20
Avg. Amount
$4,273
Avg. Complaint Duration
18 days
Avg. Response Time
2 days
EnergyCasino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 11 out of 16 complaints in this category have been resolved.
This operator's average complaint duration is 18 days, while the average duration across all operators is 7 days.
Screenshot
