Complaint #21
EnergyCasino
Energy Casino - Failed to conduct adequate investigation on a reported slot glitch
9 years ago
I deposited £100 on Energy Casino. I was really liking this site, and had gambled over £6000 (this can be verified) over the course of 2 days, I was about £500 up, even though I had games crash on me 3 or 4 times, and then this happened:
I was playing Jurassic world, when it spun me in 4 free spin activators, right on the centre line, they are mosquitos encased in amber if you are interested. I was ecstatic as this usually means a larger than average free spins, I was playing £2.10 a spin. screen changed to a blue sort of map screen with black lines on it, it said feature loading, but stalled on 12 percent loaded and would not restart. after 5 minutes, I shut down my browser and reloaded Jurassic world, it would not load past 99 percent. I was disappointed and worried I was going to lose my (15?) free spins. after repeated tries to reload I gave up and sent an email to support. They are pretty quick to reply, and me and Darius the representative began a long winded emailing back and forth process to try to get to the bottom of it.
Energy Casino claim to have contacted Microgaming, who said I never got the 4 ambers. they looked through all my spins and Energy said the most ambers I got was 2. This is completely false and I tried to explain, how had it gone to the feature preparation screen if I didn't get them?
I suspect that Energy were hesitant to pay me out and are hiding behind Microgaming, who gave no explanation for the reason for the crash.
I seriously suspect that something very wrong has gone on here, because I am 100 percent certain about what i saw and what the spin was, I even explained that the first reel was a t-rex, followed by 4 ambers all on the centre reel. They say they could find no record of it.
Either Energy, or Microgaming are trying to pull a sneaky one. I doubt its Microgaming as they have absolutely nothing to lose as I am guessing the game is licensed to Energy.
Energy basically shut me down and refused to do anything. I withdrew all remaining funds (£568) as I was worried about further instances.
I have no reason at all to lie, I was winning, had no losses to cover so it would be crazy of me to come up with a story such as this, yet they seem to be able to see all my spins except this particularly nice win, which I didn't get paid out for.
Is there a chance its a massive win and they just decided not to pay me, knowing that I have absolutely no way of proving otherwise?
I was playing Jurassic world, when it spun me in 4 free spin activators, right on the centre line, they are mosquitos encased in amber if you are interested. I was ecstatic as this usually means a larger than average free spins, I was playing £2.10 a spin. screen changed to a blue sort of map screen with black lines on it, it said feature loading, but stalled on 12 percent loaded and would not restart. after 5 minutes, I shut down my browser and reloaded Jurassic world, it would not load past 99 percent. I was disappointed and worried I was going to lose my (15?) free spins. after repeated tries to reload I gave up and sent an email to support. They are pretty quick to reply, and me and Darius the representative began a long winded emailing back and forth process to try to get to the bottom of it.
Energy Casino claim to have contacted Microgaming, who said I never got the 4 ambers. they looked through all my spins and Energy said the most ambers I got was 2. This is completely false and I tried to explain, how had it gone to the feature preparation screen if I didn't get them?
I suspect that Energy were hesitant to pay me out and are hiding behind Microgaming, who gave no explanation for the reason for the crash.
I seriously suspect that something very wrong has gone on here, because I am 100 percent certain about what i saw and what the spin was, I even explained that the first reel was a t-rex, followed by 4 ambers all on the centre reel. They say they could find no record of it.
Either Energy, or Microgaming are trying to pull a sneaky one. I doubt its Microgaming as they have absolutely nothing to lose as I am guessing the game is licensed to Energy.
Energy basically shut me down and refused to do anything. I withdrew all remaining funds (£568) as I was worried about further instances.
I have no reason at all to lie, I was winning, had no losses to cover so it would be crazy of me to come up with a story such as this, yet they seem to be able to see all my spins except this particularly nice win, which I didn't get paid out for.
Is there a chance its a massive win and they just decided not to pay me, knowing that I have absolutely no way of proving otherwise?
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.
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