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

UNRESOLVED
Complaint Info
Disputed casino EnergyCasino
Reason Bonus removal
Amount $ 5040
HeroeZZZ United Kingdom Message
Posted on October 26, 2017

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.

Posted on October 30, 2017

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

AskGamblers
Posted on November 3, 2017

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

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