Complaint #2 EnergyCasino

Energy Casino closed my account with £1390 in there

By Kerry M.

11 years ago

Hi I signed up to energycasino and deposited £300, I got my account up to £1390 and requested a withdrawal.
I was emailed asking for my id, I,sent everything I have, 2 birth certificates, medical card, proof of address, front and back of debit card.
They told me it wasn't enough and have now closed my account without paying me.
I have never had a problem with this with any other casino and I'm a member of around 30.
I contacted both the gambling commission and the Malta gaming authority and was advised by both that I've done everything in my power to comply with them and that I should put in a formal complaint which I have and they haven't replied to this.
I have made a complaint with the Malta gaming authority but I don't know what else to do.
In my opinion they are stealing my winnings, not every body has photo id and both the gambling commission and the Malta gaming authority advised that I don't need themoney if I gave all the other information which I stated.
What can I do? They don't have a telephone number that works, surely they are breaking regulations
Attached is a screen shot I took in case they try to deny my winnings

Disputed Casino EnergyCasino

Reason Declined payment

Amount £1390

Discussion

kerrysavon.enfield

11 years ago

Hi

I couldn't update until id received my winnings.
Very happy to report that a of this morning my money was in my account

Thanks

Complaint is now resolved

AskGamblers

• Support Team

11 years ago

@kerrysavon.enfield,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

AskGamblers

• Support Team

11 years ago

Kerry, please confirm when you receive your withdrawal.

EnergyCasino

• Representative

11 years ago

Dear Kerry,

I am pleased to inform you that document you sent us is approved and your withdrawal as well.

Thanks for your cooperation, congrats on your winnings and good luck with your play!

Best regards,

Djordje
EnergyCasino

EnergyCasino Complaint Stats

Resolved 14 / 20

Avg. Amount $4,273

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

EnergyCasino Complaint Summary

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

So far, 11 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 18 days, while the average duration across all operators is 7 days.

EnergyCasino Complaints

See all complaints for this casino

Delayed payment in Energy Casino

Hello! I would like to file a complaint against Energy Casino, which has failed to pay out my winnings for the past 12 days, citing "technical issues." Currently, two withdrawal requests to my Revolut account remain pending. The first was requested on October 19, 2026, at 00:05 for the amount of 3,001.54 PLN (approximately 679 EUR), and the second on October 21, 2026, at 00:45 for 780.50 PLN (approximately 177 EUR)—both to the same account. Each time I’ve raised the issue via the casino’s live chat, I’ve received the same canned response about "technical issues" along with assurances that my funds are safe. It is always the exact same, copy-pasted statement. I should point out that Section 15, subsection (j) of the casino’s terms and conditions states: "Withdrawals are processed by Energy within a maximum of 3 business days. However, we make every effort to ensure this timeframe is as short as possible." I can certainly understand a delay of a day or two, but over a week and a half is, frankly, excessive. My account has long been 100% verified (see attached screenshot). I am therefore requesting your assistance in resolving this matter. I have attached screenshots of the requested withdrawals. Thank You for Your help.

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Does not want to pay out winnings

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Yet another time, EnergyCasino does not want to pay the winnings.

They claim to have a technical issue again, yet don't provide any details on the nature of it (is it one withdrawal method or all methods).

Bot-like agents assure they funds are safe, but it's been two weeks, and I still get the same messages.

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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

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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.

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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

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Delayed withdrawal with no reason

Hello,

I won just 25 euros in their free spins promotion and made a withdrawal request on 08.05.2026.

I asked their support how long it takes to process my request, and I got info. It takes 3 working days.

Today is the 4th working day, and my withdrawal is still pending...

My account was verified a long time ago.

Please help me if you can.

Thanks.

Resolved

€25