Complaint #24 EnergyCasino

Blocked me from playing until my bonus expired and then confiscated over 5000 in winnings

By Oliver A.

9 years ago

I registered on Energy casino on the 11 of November of 2016.

I made a deposit of 150 and played and lost. I decided to give my luck another spin so I deposited 300 and was offered a bonus of 150. I was playing different slot games one was Starburst and one was break the bank and was able to get my starting balance of 450 all the way up to 5040.

I received an email from Energy casino asking me for documents in order to verify my account, which I sent and they replied by email that my account had been fully verified. I then logged back into my account where my main balance was 5040 but when I entered a game it was 0. Any game I tried to enter my balance was 0.

I emailed the casino back telling them the problem and they replied:
"We would like to inform that our finance department is running regular security check, therefore, we have blocked bets temporarily.
We are very sorry for all inconvenience and we will get back to you with an update in an email as soon as possible."

I checked in with chat every other day asking them if there is anything I can do to speed up the process and they just told me to wait for the checks to be completed. I found this very strange as in a previous email I was told that my account was all ready fully verified.

I started reading all the terms on their website and realized that the bonus they had offered me had an expiry date. I immediately went on chat and spoke to Helena and told her I was scared my bonus would expire before they had the time to finish their checks on my account, but she reassured me that if this were to happen they would reimburse me:

HeroeZZZ:
Hello, I have verified my account but when I enter a game to play my balance is at 0... its been 2 weeks im waiting to play, can you tell me whats going on?
Helena Energy:
Please hold on for a short moment, I will check your player account.
Helena Energy:
our security department is carrying out standard security check as per T&C
Helena Energy:
i know it has been a while
Helena Energy:
but I have no update yet
HeroeZZZ:
at this rate my bonus is going to expire before you are done doing your check
HeroeZZZ:
is there anything I can do to make this go any faster?
Helena Energy:
I am sure they will reimburse you if that happens

Despite Helena's word, my balance is now 300 on the account which is the amount I had deposited when they offered me the 50% bonus. My balance of 5040 is gone and they have not reimbursed me.

All I wanted to do is play on the casino and they didn't allow me to do so. I asked them several times if I can do anything to speed up the process and they told me every time to be patient. Well i listened to them and they stole all my winnings, leaving me with deposit and nothing more.

I did nothing wrong during this process, I respected all the rules they had in place, I got my account fully verified like they asked me to, I even asked about my bonus expiring while they were doing the checks on my account and I still got all my money stolen. Please help me get my money back.

Disputed Casino EnergyCasino

Reason Bonus removal

Amount $5040

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team is awaiting Energy Casino team to provide the aforementioned information.

EnergyCasino

• Representative

9 years ago

To whom it may concern,
We are sorry for delayed reply regarding your inquiry.
However, we confirm the player in question has not received any further update since 28 November 2016 for one reason. We have already a copycat case ruled in our favour by POGG being Gambling Commission approved ADR at that time, which we consider a precedent persuasive enough to decide alike in subsequent cases of a similar nature, see:
https://thepogg.com/complaint/energy-non-payment/
This player was active at a time when we introduced laxer welcome bonus requirements which included countries and deposit methods that had previously indicated fraudulent pattern. Within a couple of weeks we noticed several accounts which all followed the same formula.
With the potential of a SAR submission in this case and us as an operator having a legal responsibility to ensure we do nothing that could warn the potential subjects of a police investigation we will instead provide AskGamblers with detailed report internally.
Yours faithfully,
EnergyCasino Finance Team
www.energycasino.com

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.

EnergyCasino Complaints

See all complaints for this casino

Delayed payment in Energy Casino

Hello! I would like to file a complaint against Energy Casino, which has failed to pay out my winnings for the past 12 days, citing "technical issues." Currently, two withdrawal requests to my Revolut account remain pending. The first was requested on October 19, 2026, at 00:05 for the amount of 3,001.54 PLN (approximately 679 EUR), and the second on October 21, 2026, at 00:45 for 780.50 PLN (approximately 177 EUR)—both to the same account. Each time I’ve raised the issue via the casino’s live chat, I’ve received the same canned response about "technical issues" along with assurances that my funds are safe. It is always the exact same, copy-pasted statement. I should point out that Section 15, subsection (j) of the casino’s terms and conditions states: "Withdrawals are processed by Energy within a maximum of 3 business days. However, we make every effort to ensure this timeframe is as short as possible." I can certainly understand a delay of a day or two, but over a week and a half is, frankly, excessive. My account has long been 100% verified (see attached screenshot). I am therefore requesting your assistance in resolving this matter. I have attached screenshots of the requested withdrawals. Thank You for Your help.

Resolved

zł3,782

Does not want to pay out winnings

Hello,

Yet another time, EnergyCasino does not want to pay the winnings.

They claim to have a technical issue again, yet don't provide any details on the nature of it (is it one withdrawal method or all methods).

Bot-like agents assure they funds are safe, but it's been two weeks, and I still get the same messages.

Unresolved

zł3,949

Unlawful withholding of 30000 PLN in winnings

Dear AskGamblers Team,

I am lodging an official complaint against the operator EnergyCasino regarding the unlawful withholding of my winnings.

The total withdrawal amount was 40000 PLN, which was divided into four equal parts due to the limits imposed by the casino. The operator paid out the first part amounting to 10000 PLN only after 10 days of my daily contact. This indisputably confirms that my account is fully verified and the funds are legal.

The remaining amount of 30000 PLN has been withheld by EnergyCasino for over two weeks now. These funds still have a status allowing them to be cancelled, which indicates that the operator is deliberately delaying the transaction process. Customer support via live chat avoids providing any specific reason in their daily messages. They hide behind generalities about withdrawal queues or technical issues, merely repeating the formula that my funds are safe.

I have exhausted the path of direct contact with the casino, having written multiple times via live chat, to the responsible gambling department, as well as to customer support; however, my demands for the due payout are being ignored.

EnergyCasino's actions against me violate the MGA licensing standards and the principles of fair player treatment.

I kindly request your intervention and assistance in enforcing the payout of the 30000 PLN owed to me.To substantiate my claims, I have attached screenshots of my chat transcripts and relevant emails.

Thank you in advance for your assistance.

Sincerely,

Unresolved

zł30,000

Unresolved 120000 HUF withdrawal issue at Energy Casino

Hello AskGamblers Complaints Team,I am submitting this complaint against Energy Casino regarding a severely delayed withdrawal totaling 120,000 HUF, consisting of smaller accumulated winnings.I initiated my final withdrawal request on August 27th, 2026. However, this initial attempt was cancelled and refunded back to my casino balance due to what the casino cited as a "technical error." Following their instructions, I requested the withdrawal again.Since September 5th, 2026, the withdrawal status has been stuck "in progress." It has now been nearly three weeks, and absolutely no progress has been made. I have contacted their customer support multiple times to resolve this issue, but I am only receiving generic responses asking me to wait, with no actual updates or timeline provided.My account is fully verified, and I have complied with all standard procedures. I kindly request Energy Casino to process my payout without further delay.Thank you for your assistance.

Resolved

Ft120,000

Payout delay

Hi i have to make a copmplein , i won just a little amount 96 PLN from free spins its alredy wagered , im waintig for a withdrawall sińce Saturday 11th of July , casino is "look for excuses" all the time that told me that they have same technical issue,

I think that the only truly technical issue is that they're not willing to pay out any money, they just waiting Whether if we re going to delay payment as far as possible a person is going to cancel withdrawal, but its annessery im that case Becausei have a max limit pay out 125 PLN , i have withdrawal 96 PLN which is still processing , Tell me something if i will make a depo and win some Jackpot then what??? Waiting because its too cold or hot and We Energy we have a technical issue that we dont wont to pay out any money, Just people make a deposits and will be good and if will win U have to wait a month for rewards , the terms says up to 3 working days , and what ?? I'm listening how Ure going to transform terms to your advantage, im not going to make any deposit in the future if ill have to wait for within for ages

Resolved

zł96

Delayed withdrawal with no reason

Hello,

I won just 25 euros in their free spins promotion and made a withdrawal request on 08.05.2026.

I asked their support how long it takes to process my request, and I got info. It takes 3 working days.

Today is the 4th working day, and my withdrawal is still pending...

My account was verified a long time ago.

Please help me if you can.

Thanks.

Resolved

€25