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Energy Casino - Delayed $1,030 payment

RESOLVED
Complaint Info
Disputed casino EnergyCasino
Reason Delayed payment
Amount $ 1030
Posted on February 26, 2019

I have been playing online for years. Decided to play with Energy. I made a $1030 withdrawal on the 16th of Feb, they verified me but left it pending for a week.

After numerous emails they keep saying they have a processor error.

Please, I have made over 7 deposits very easily. Only when cashing out this happens.

No response. At this time

Posted on February 26, 2019

Dear Speedysa,

First of all, I would like to thank you for reaching out to us and inform you that your withdrawal has been processed yesterday at 11 AM (CET).

We would like to remind you that we have contacted you on multiple occasions and you have responded to our communication as we performed a standard KYC procedure and verified all documents within 3 hours since you uploaded them.
The Withdrawal had to wait for a manual approval from our side due to standard processes since 18th of February.
In the meantime, the payment issuer - Bank of Valletta had a security breach (https­://­www.ti­mes­ofm­alt­a.c­om/­art­icl­es/­vie­w/2­019­021­3/l­oca­l/b­ank­-of­-va­lle­tta­-go­es-­dar­k-a­fte­r-d­ete­cti­ng-­cyb­er-­att­ack.70­1896) and due to this, some operations were delayed. We have in the meantime informed you regarding all the steps we are taking to ensure that your money is safe and on the way.

Should you wish to receive a proof of the transaction you can reply to any of the emails we've sent previously to your registered email address.

Kindest Regards,
EnergyCasino Team

AskGamblers
Posted on March 2, 2019

Dear @speedysa,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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