Complaint #18 EnergyCasino

Energy Casino - Delayed withdrawal due to investigation?

By andymcghee

9 years ago

I opened an account with Energy on 5th July 2017. I deposited £250.00, lost it, £750 lost that too, and then £1000.00 which i managed over the course of around 16 hours to run up to £2275.00. I was asked for the usual verification documents which i provided and which were accepted. I attempted to withdraw my money prior to verification via bank transfer as i thought this was quicker than back onto my card. No matter this was declined which is fair. Once verification had taken place i withdrew the full balance to the card i had deposited from. I have since been advised that there is an investigation ongoing into my playing history due to suspicious activity, even when questioned they refuse to tell me what is suspicious. Yes i max bet on the BJ table but that isnt a crime. I have co-operated at every point, sending documents in and even volunteering a photo of myself holding the documents and a further piece of ID (passport). I have asked for a time frame which they wont give me. I have asked what is suspicious about a customer winning again they wont give me an answer.

Disputed Casino EnergyCasino

Reason Delayed payment

Amount £2275

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

andymcghee

9 years ago

please close thisnas successful the funds have been paid and received in my bank I even git a 50 quid free bet for the lengthy withdrawal. thanks

andymcghee

9 years ago

I have asked countless times for confirmation as to what the investigation pertains to and you have refused to answer me. Likewise i have asked to speak with various managers to try and solve the issue but you have refused. I would like to know two very simple things.
one) when will you be finished with your investigation?
two) what is suspicious about my account as this doesn't happen to all players?

I find it extremely disappointing that you have taken my £2000 deposit yet refuse to discuss my issue with me other than the generic email I have received from you. I do hope and pray you deal with this ss a priority.

EnergyCasino

• Representative

9 years ago

Dear andymcghee,

The case in question is still under a general pending investigation. Our team have informed you about this via email as well. Once they will finish the investigation they will contact you again.

Once an update is we will contact you via email and we will inform AskGamblers team as well.

Thank you for your patience and cooperation.

EnergyCasino Complaint Stats

Resolved 13 / 18

Avg. Amount $4,639

Avg. Complaint Duration 20 days

Avg. Response Time 2 days

EnergyCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 10 out of 14 complaints in this category have been resolved.

This operator's average complaint duration is 20 days, while the average duration across all operators is 8 days.

EnergyCasino Complaints

See all complaints for this casino

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