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Energy Casino - Ignoring withdrawal request

UNRESOLVED
fayecrawford United Kingdom Message
Posted on 29 November 2016

On the 16th November I deposited £250 receiving a £125 bonus. I ended up winning £1901 which I withdrew after completing the required wagering etc. I was careful not to break any rules. Since then the casino asked me for proof or ID and address. I provided these and they were all approved. Then on the 18th of November the casino contacted me asking for a selife which I also provided them with. 10 days has passed and I have heard or received nothing. I have complied with all their requests and have started to worry. Since the casino is not responsive I felt I had no choice but to post my experience here. I'm sorry that it has come to this and hope that this can all finally be resolved. Thanks.

Posted on 02 December 2016

Dear Ms Crawford,

Thank you for contacting us via AskGamblers. We are very sorry for no recent reply via our support channel but there is an ongoing investigation carried out in regard to your user account.

We confirm that you were requested to send a copy of identity document on 16 November 2016 due to licence requirements by Gambling Commission. On November 17, you requested a withdrawal of £1,901.15 which required additional due diligence. Therefore, we asked for proof of address and payment account used for deposit. However, our Risk Department had revised your activity in the meantime and noticed it matched suspicious pattern we experienced before. We followed with further request for a photo of ID document held in hand with customer’s face displayed in the picture. Still, apart from identity check we have been investigating other issues concerning your account activity.

As informed in email we sent you today, we have strong reason to believe that your user account is involved in fraudulent activity. Therefore we have blocked betting activity and put pending withdrawal on hold for the time being according to terms and conditions of our service which state that such procedure may be applied without prior notice. Nevertheless, you have full view access to user account so that you can monitor current balance and check transaction history as well as user details.

Due to internal fraud procedures we cannot publish all details regarding this case in this thread. Nonetheless, we in no way want to discourage you from pursuing the matter or provide you with misleading and evasive explanation which you cannot verify. That is why we decided to file an inquiry to official authorities, a proof of which can be disclosed to AskGamblers intermediary if necessary. Furthermore, we have forwarded you detailed information in email about alternative dispute resolution options and contact details.

Please rest assured that we are willing to cooperate fully and, within legal requirements, disclose any information that may bring this dispute to a satisfactory end. However, please note that this sort of inquiry and complaint also relies on information and updates from third parties, e.g. authority officials, which might not meet 72 hours reply pending time that we are offered by AskGamblers.

If you decide to officially contact one of the ADR services, their final decision will be shared with AskGamblers who can decide about the result of the actual complain.

Yours sincerely,
EnergyCasino Team

AskGamblers
Posted on 06 December 2016

Dear Energy Casino,

Please provide evidence that player breached casino's terms and committed a fraud. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com. Thank you in advance.

Posted on 09 December 2016

Dear Askgamblers,

Our Payment Team will provide you all information about the case during the next 2 working days.

Best Regards,
EnergyCasino

AskGamblers
Posted on 24 December 2016

Upon Energy Casino request to give them more time to investigate this complaint, we grant them another 96h to respond.

AskGamblers
Posted on 31 December 2016

Unfortunately, Energy Casino can't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Energy Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

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