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Energy Casino - Account blocked after requesting €5,000 withdrawal without giving any reason why

Inactive user
posted on June 25, 2018.


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.

Inactive user
posted on June 27, 2018.

Hello again. 2 days pasted since i wrote this complaint and there is again no answer from them. Another day, another lie. Today i wrote with their agent named Peter. Before when i contacted them they said that their Financial Departmant has email and that i need to send them email and not contacting through live chat and phone. Today Peter says that they don’t have nothing. Interesting.

posted on June 27, 2018.

Dear Player,

Thank you for contacting us via AskGamblers.
We confirm that you were requested to send us copies of KYC documents on 24 May 2018 due to license requirements. Additionally, our Risk Department had revised your activity in the meantime and noticed it matched suspicious pattern we experienced recently. We followed with a further request for a phone verification which was held after several attempts only on 16 June 2018.
Due to internal fraud procedures and sensitivity of this matter we cannot publish all details regarding this case in this thread. However, we are open to reveal them to AskGamblers representatives.
We are currently still running security checks with external authorities and your account will remain suspended until the investigation has been completed.

Kind regards,
EnergyCasino Team

Inactive user
posted on June 27, 2018.

Dear Energy Casino,

It's always nice in getting in touch with you. Since we can't through email and phone, it's ok for me to contact you via AskGamblers. As you said you asked to send you my documents on 24th of May 2018, and i did sent it to you. All of the documents were approved. After that you asked for a phone verification. We had a problem as you couldn't reach my phone, but i did caled you and provided you another phone number to reach me. You called me the same day and the day after that. During the second call even your agent was tired from this situation and told me that this case will be closed in the next morning, as i answered all of her questions correctly, if you have the audio file you can send it also to AskGamblers.

After the second call and after your agent told me that this case will be finished in the next morning (18.06.2018) all of the agents that i spoke said different kind of lies.

I send you all of my documents, all of them were approved. We also talked through phone. If you want i can even come for a personal verification, face to face, whenever you are. You have to understand that 5236e are a lot of money and i am ready for whatever it takes.

Inactive user
posted on June 28, 2018.

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.

posted on June 29, 2018.

Dear Player,

Thank you for your patience.

Please be informed that we have just passed all necessary details to the Administrators of AskGamblers.
Please feel free to refer to the Point 26 in our General Terms and Conditions, where we provide complaints procedure to our customers with contact details of Malta Gaming Authority, should you feel a need to bring them to the dispute in your case:


Additionally, we would like to confirm that as published on our website, our Customer Support team is available:

from 9:00 hrs till 12:00 hrs (midnight) CEST on weekdays
from 13:00 hrs till 21:00 hrs CEST during weekends


Kind regards,

EnergyCasino Team

posted on June 29, 2018.

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 committed 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, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

Energy Casino complaints

  • 7 of 10 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 2,449 USD avg amount

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