EnergyCasino - Delaying verification and payment

Dear @Miarit,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Good day

The total amount of the disputed withdrawal requests is 3 140 000 RUB.

The fact is that earlier the documents were checked in few days, or in a day , and now nobody answers me on the email for 4 weeks.

I suspect the company does not want to pay my winnings and is looking for any ways not to do this.

Dear Player,

Thank you for contacting us via AskGamblers.
We confirm we have requested additional documents for verification from your side and you have provided them a few weeks later. We are sorry that this process takes longer than you expected, however, our Team sent you latest update on the 2nd of August 2019 via email and you have been in touch with us via LiveChat almost every day while the investigation is still ongoing.

Due to internal fraud procedures and sensitivity of this matter we cannot publish all details regarding this case in this thread. However, we are open to reveal them to AskGamblers representatives once we are ready.
We are currently still running security & AML checks and your account will remain suspended until the investigation has been completed.

Apologies for any inconvenience caused.

Kind regards,
EnergyCasino Team

Dear EnergyCasino,

Please let us know if there's some update regarding this case.

Dear Player,

Thank you for your patience.

Please be informed that we will pass all the necessary details to the Administrators of AskGamblers latest tomorrow morning.

Kind regards,
EnergyCasino Team

Dear Energy Team,

Thank you very much for the reply. Yes, I sent the documents 2 weeks after your request. Because, I did not check the mail, and did not see your letter. I sent the first documents back in mid-June. After that, weekly I received letters from you that additional documents were needed. I provided everything immediately, the documents were checked within 2 days. After you have accepted and approved all the documents, including the payslips and the employment contract, I was asked to send the same documents in PDF format, that is, documents without signatures and seals. It turns out, that you check officially certified documents for a 2-3 days, and documents that have no legal force for a month?

Regarding online support, yes, I contacted them daily. They always responded responsibly and respectfully to me, but they could not provide me with any information regarding my question.

I made deposits of deferred money from my salary, I work, and sent all the documents confirming the source of my financial income. Then, what is my financial irregularities and account blocking?

I am very respectful of Energy Casino and appreciate the time they devote to my question. But at the same time, I don’t understand what is happening and why the casino checks my documents for a month.

I am looking forward to you early reply.

Best regards,
Player.

Good day,

Can I know, if there are some notifications from Energy Casino regarding my case .

Yesterday Energy Team said, that they will pass all the necessary details to the Administrators of AskGamblers latest tomorrow morning.

Thank you in advance.

AskGamblers Complaints Team is awaiting EnergyCasino team to provide the requested additional information.

Thank you for the reply AskGamblers Team. I understand that they didn’t send anything ..

Dear Player,

Please be informed that we have submitted all necessary documentation in reference to your case yesterday and again this afternoon. We are still in additional discussion with AskGamblers Administrators, therefore, we kindly ask you for patience, until they are ready to present their final decision.

Kind regards,
EnergyCasino Team

Dear EnergyCasino Team,

Thank you for the feedback.
And I apologize for my hasty conclusions.

Best regards,
Player.

Dear AskGamblers Team,

May I know, maybe there are some news regarding my question.

Thank you in advance.

AskGamblers Complaints Team is awaiting EnergyCasino team to provide the required information.

AskGamblers Complaints Team is in direct communication with EnergyCasino, therefore we are willing to provide EnergyCasino team additional time while they are gathering all the needed information in regards of this particular case.

Dear Player,

Thank you for your patience.
We have provided today all the necessary information that we are entitled to share to AskGamblers Administrators.
We are now waiting for their feedback.

Kind regards,
EnergyCasino Team

Dear EnergyCasino and AskGamblers Team,

Thank you for the time you devote to my question. I am looking forward to your early reply.

Best regards,
Player.

Dear AskGamblers Team,

May I know, is something new regarding my case. Thank you.

Dear Player,

Thank you again for your patience and understanding.
We are in touch with AskGamblers however the final result has not been decided as yet.

Apologies for any inconvenience caused and we will do our best to provide you with an update as soon as it is possible.

Kind regards,
EnergyCasino Team

Good day,
Thank you for the information and reply. Quite a lot of time has passed, therefore, some updates may have appeared regarding my question?

Dear EnergyCasino,

I'm sorry, but can I find out what's going on? More than a month has passed, and the documents have not been verified. Despite the fact that the February payslip was approved in July, and the same two payslips (March and April) still have the status “in progress”, although all were loaded on the same day.

Dear Player,

We are really sorry however we do not have an update as yet and it is difficult to predict when we will have it.

Apologies for any inconvenience caused and we will do our best to provide you with an update as soon as it is possible.

Kind regards,
EnergyCasino Team

Dear AskGamblers Complaints Team,

Please, can you say, how much time approximately I have to wait. Thank you in advance.

AskGamblers Complaints Team is in direct communication with EnergyCasino, and will update as soon as possible.

Thank you all for your cooperation and understanding.

Dear Player,

Just a quick note that this case is still in progress and we kindly ask you for patience until we will be able to give you a proper update.

Kind regards,
EnergyCasino Team