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
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.
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