Complaint #1 EnergyCasino

Energy Casino - Denying to pay my winnings

By Agnestar01

11 years ago

i signed up at energy casino, made my 1st deposit and received the welcome bonus.After playing several video slots i won 5320 and asked my withdrawal.Unfortunately the casino denied to pay my winnings even though i sent them all the appropriate documentation i have been asked for on time with the excuse that i violated some of their terms without even providing any evidence or proof where i did and saying also that my account might have been opened by a 3rd party which is also impossible and unthinkable to happen.i sent them everything they asked me ( my ID,My Bank Statement, my passport both scanned and photos) but they were continuously trying to find a step and a way to confiscate my winnings.They asked me for a screenshot of the internet banking which i have not ever used and they even asked me for the receipt (proof of purchase) from the of the paysafe card i used to make my deposit.I provided them with a screenshot of my paysafe transaction history but even though they stated that all my documents were accepted they closed my account and they never paid.I am looking forward for your answer.

Disputed Casino EnergyCasino

Reason Declined payment

Amount €5320

Discussion

AskGamblers

• Support Team

11 years ago

Upon information that we get from the casino we can't conclude that this player didn't provide his/hers personal details correctly or that his/her's account is linked with another account. We consider this complaint unresolved. We recommend to the player to seek further help with LGA Malta or UK Gambling Commission.

EnergyCasino

• Representative

11 years ago

Starting phone verification we first confirmed if person can hear us clearly, however she hang up after giving us incorrect answer to question about her date of birth, though she assured all is fine moment before. There were no connection issues during the call.
Please note that user never contacted us via phone personally, behalf on her a man was calling to our support department. It’s interesting that English as site language was selected during registration whilst she does not speak this language and her mother tongue is offered among available options. Also everything indicates that documents were sent to us by 3rd party (linked user mentioned in our previous response) as communication was held in English.
Both accounts are strongly linked as it’s been pointed out previously. The same internet provider and pool of IP addresses were used to register and log on.
We did provide all information to her and performing phone verification several times tried to reach her, however user was not answering. We definitely cannot agree that full assistance was not given.
Also to proof all the facts we’re sending to AskGamblers.com a screenshots of both account details, IP logs and deposit history which are available for their inspection but cannot be shared with others to protect personal data.

Agnestar01

11 years ago

To begin with i inform you that i registered my account personally and not someone else,all the documents and the details i sent are also proving my identity and i sent the documents as fast as i was able. My e-mail is google mail which i think is the most popular domain. You did not also mentioned that during your call the connection was really poor and i couldn't even hear what you were asking. i know that my english are bad but that is not a reason not to play at your casino and to deny to pay my winnings.i tried to call you back at your support number so as to complete the verification but you denied to provide any help.Moreover i do not think is everyone who does not know his date of birth and that proves that the signal was bad.why you did not called back with the Hungarian agent?Your problem is that you do not want to pay and not my bad english.i didn't violated any of the terms and i didn't gave you any false information regarding my identity as you mention.i gave you everything i was asked,my identity card.my bank statement,my passport,my paysafe wallet both scanned and photos so it is impossible not to be able to confirm my identity.

EnergyCasino

• Representative

11 years ago

Dear AskGamblers and Agnestar01,

User registered with EnergyCasino.com on 3rd December 2014. When customer submitted withdrawal standard checks according to KYC procedure were made. After comparing IP logs linked account with the same last name was found. Further checks revealed that both accounts are also linked via username pattern and e-mail domain.
Based on that, apart from regular KYC checks, decision to perform phone verification was made to confirm user’s identity. However, after several attempts phone number turned out not available at the time. Therefore, customer was contacted via e-mail to provide current number and informed that this way verification process will be carried on. The same number as registered was sent by user and finally answered by women who was really surprised by our call. She sounded like she never heard about EnergyCasino.com when we presented ourselves. Then she was asked if her identity and details of her account can be confirmed.

The first question was about her date of birth and user did not even respond for about 30 seconds and then incorrect answer was given. Then she hang up so call could not be continued. We would like to point out that phone call was held in her native language.
It’s plain to see that during the call basic details were not confirmed. Later the same day a man contacted EnergyCasino.com support department calling us on behalf of this women. Conversation was held in English this time. No information about this case was provided to him as they cannot be shared with 3rd party. When he handed over receiver to her it turned out that she does not speak English at all. However, during registration English was chosen as site language on her account.
Based on phone conversation we have reasonable grounds to believe that account was registered by 3rd party using someone else’s details. Further to the complain above we would like to point out that following terms and conditions of our service were breached in particular:

4a. (i) The customer’s identity. The CLIENT warrants to, provide true, accurate, current and complete information regarding identity during the registration process. Any false information or impersonation of any person or entity, misrepresentation regarding any affiliation with another person, entity or association, use of false headers or other acts or omissions to conceal one’s identity from PROBE for any purpose will be prosecuted under the fullest extent of the law. A CLIENT accessing PROBE services may be asked to provide valid subsisting verification of identity and relevant information.

4d. In the event that PROBE has reason to believe that the information given is inaccurate, We are entitled to suspend or terminate User’s account and retain any winnings.

4g. A CLIENT must register personally and not on behalf of someone else.

EnergyCasino Complaint Stats

Resolved 12 / 17

Avg. Amount $4,890

Avg. Complaint Duration 22 days

Avg. Response Time 2 days

EnergyCasino Complaint Summary

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

So far, 9 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 22 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.

54h left

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