Delaying verification and payment

Hi all,

On the 24th of Feb I signed up to energycasino and deposited €150 which I lost. On the 6th of Mar another deposit of €800, but now I got my account up to €5,000 and requested a withdrawal.

I was emailed asking for personal documents which immediately were sent everything (passport, front and back of card used and proof of address).

A few hours later they closed my account without paying me. They said I violated the rules and closed my account confiscating my money.

I have never had a problem with this with any other casino and I'm a member of around 10.

They are stealing my winnings there is no another name for this. When I lost almost €200 no issues with my account. Only when I got some profit I did something wrong? Can’t talk to them in any way. Please help me

i claimed the € 10 askcoin and made a profit of € 20.12. i consulted in the online chat how i withdrew the money, and they told me that i should make a minimum deposit of € 10. i also asked them if the withdrawal could be done with skrill, since i would deposit with that method. he first told me that only via bank transfer, by type of bonus. which was stipulated in the terms and conditions. i asked him for the link or the point where he mentioned that and he did not know how to answer me, he told me that it was not in the terms and conditions but that this was the system. i told him that only if it was via skrill would the withdrawal make the deposit. he asked the finance department for authorization and they gave the ok. i made a deposit via skrill and uploaded the documents requested on the web and only the national identity document was approved. i was requested by mail the identity document that was already approved. screenshots of my bank account with iban, among other documents that were the same as what i had already sent. i was rejected because it was not in .pdf format, and i went up in .jpg, and both are valid according to the website. after a dozen emails, i requested a refund of the € 10 deposit, as you will see in the attachments, it was a joke rather than a verification process. they stopped answering the emails. they rejected my documents and basically, they kept my money and my earnings. it is a very small amount. but the fact and the waste of time make me dispute it by this means.

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

Hello. I joined Energy Casino 3 months ago, i enjoyed playing on sports bet and at their casino, especially european roulette. When i first tried to withdraw money they have sent me an email to send them my documents, which is normal procedure, i sent them all of my documents and all of them were approved. I had 5236e on my account and i tried to withdraw 5000, i waited for 1 day and then i contacted them through live chat, they told me that the withdrawing process may took up to 3 days. I was ok with that and waited for additional 2 days. There was not a single message from Energy Casino and i decided to contact them through live chat again and now they told me that they need new additional phone verification and asked me what's the best time to call me. They called me, i gave them all the answers they asked correctly, even the girl that called told me that this process will finish in the next morning (18.06.2018), she said that their financial department will send me an email in the next morning. They didn't. 2 days after that i tried to log in into my account and i saw that is blocked, went to see if there is some email from Energy Casino, but there was not, there is still no email from them explaining why i am blocked. I was nervous and i contacted them through live chat right after i saw that i was blocked, they told me that they don't know the reason, the financial department blocked my account, they told me that the only thing they now is that my account is still under verification process. I also called them and they told me that i should send email to their financial department, i did again and there is again no email from them. I have screenshot from one chat with them where i ask how can they block me without explaining why and they told me that they can according to their terms and conditions. When i asked can you send that part to me, they started to make excuses. This afternoon (24.06.2018) i wrote with Energy Casino again and i was asking again same questions, when will i get email from your financial department and etc and started to be a little bit sarcastic and asked May they need more than 2 months to send me email back? Their answer was Yes. I hope that i will solve my problem. Thanks and sorry for my bad english.

On the 22th December I deposited £50 receiving a £50 bonus. I ended up winning £1180.94 which I withdrew after completing the required wagering etc. I was careful not to break any rules. The casino asked me for proof or ID and address. I provided these and they were all approved. Then later on I was asked by the casino for a selfie which I also provided them with holding my ID, even though I have never been asked for this in my life in all 30 other casinos I have played.. I have complied with all their requests and have started to worry, I phoned them and they said the casino were still checking my documents, 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.

I registered on Energy casino on the 11 of November of 2016. I made a deposit of 150 and played and lost. I decided to give my luck another spin so I deposited 300 and was offered a bonus of 150. I was playing different slot games one was Starburst and one was break the bank and was able to get my starting balance of 450 all the way up to 5040. I received an email from Energy casino asking me for documents in order to verify my account, which I sent and they replied by email that my account had been fully verified. I then logged back into my account where my main balance was 5040 but when I entered a game it was 0. Any game I tried to enter my balance was 0. I emailed the casino back telling them the problem and they replied: "We would like to inform that our finance department is running regular security check, therefore, we have blocked bets temporarily. We are very sorry for all inconvenience and we will get back to you with an update in an email as soon as possible." I checked in with chat every other day asking them if there is anything I can do to speed up the process and they just told me to wait for the checks to be completed. I found this very strange as in a previous email I was told that my account was all ready fully verified. I started reading all the terms on their website and realized that the bonus they had offered me had an expiry date. I immediately went on chat and spoke to Helena and told her I was scared my bonus would expire before they had the time to finish their checks on my account, but she reassured me that if this were to happen they would reimburse me: HeroeZZZ: Hello, I have verified my account but when I enter a game to play my balance is at 0... its been 2 weeks im waiting to play, can you tell me whats going on? Helena Energy: Please hold on for a short moment, I will check your player account. Helena Energy: our security department is carrying out standard security check as per T&C Helena Energy: i know it has been a while Helena Energy: but I have no update yet HeroeZZZ: at this rate my bonus is going to expire before you are done doing your check HeroeZZZ: is there anything I can do to make this go any faster? Helena Energy: I am sure they will reimburse you if that happens Despite Helena's word, my balance is now 300 on the account which is the amount I had deposited when they offered me the 50% bonus. My balance of 5040 is gone and they have not reimbursed me. All I wanted to do is play on the casino and they didn't allow me to do so. I asked them several times if I can do anything to speed up the process and they told me every time to be patient. Well i listened to them and they stole all my winnings, leaving me with deposit and nothing more. I did nothing wrong during this process, I respected all the rules they had in place, I got my account fully verified like they asked me to, I even asked about my bonus expiring while they were doing the checks on my account and I still got all my money stolen. Please help me get my money back.

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 opened an account with Energy on 5th July 2017. I deposited £250.00, lost it, £750 lost that too, and then £1000.00 which i managed over the course of around 16 hours to run up to £2275.00. I was asked for the usual verification documents which i provided and which were accepted. I attempted to withdraw my money prior to verification via bank transfer as i thought this was quicker than back onto my card. No matter this was declined which is fair. Once verification had taken place i withdrew the full balance to the card i had deposited from. I have since been advised that there is an investigation ongoing into my playing history due to suspicious activity, even when questioned they refuse to tell me what is suspicious. Yes i max bet on the BJ table but that isnt a crime. I have co-operated at every point, sending documents in and even volunteering a photo of myself holding the documents and a further piece of ID (passport). I have asked for a time frame which they wont give me. I have asked what is suspicious about a customer winning again they wont give me an answer.

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.