Ag Awards

EnergyCasino - Excessive delay and no payment

Complaint Info
Disputed casino EnergyCasino
Reason Verification issues
Amount € 30.12
Inactive user
Posted on October 25, 2019

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.

Posted on October 25, 2019

Dear @lauranp,

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.

Posted on October 28, 2019

Dear Player,

Thank you for addressing your concerns via AskGamblers.

Please be informed that we have reviewed your email correspondence & communication with our Support Team via LiveChat and we confirm that you were kept up to date with the progress of your account's verification.

As soon as we have received all the necessary documents, your account has been verified and withdrawal approved.

Please let us explain that according to point 14. Withdrawals from our General Terms and Conditions we follow a so-called ''closed-loop'', however, as an exception, we have gone out of our way to ensure you get your full winnings avoiding potential charges you mentioned to us.

Withdrawal of your balance has been processed to your payment method on the morning of the 25th of October 2019.
Could you please confirm you have received it and let us know if there is anything pending from our side?

Kind regards,
EnergyCasino Team

Posted on October 28, 2019

Dear @lauranp,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Inactive user
Posted on October 29, 2019

I received the deposit amount and the earnings.
They informed me by mail that they closed my account. In the chat they told me that it is due to the use of offensive language? Claiming my share is offensive? There is no record of breaching the terms and conditions in any way. arbitrarily closing an account for not tolerating the customer's claim is disrespectful and implies that customers must undergo all kinds of abuse by the casino.

Posted on October 31, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

In additi­on,­ ­Ask­Gam­blers Complaints Team has been provided with enough information and evidence on behalf EnergyCasino management in regards to closing the submitter s account, to confirm that Casino acted in compliance with their Terms and Conditions:


a. Misconduct by CLIENTS is forbidden on the website. CLIENT’s behaviour is deemed as a violation of these Terms and Conditions, whenever, but not exclusively, if the CLIENT:

(V) uses abusive or offensive language in email messages and/or during live chat, makes matrimonial offers, pornographic references or sexual comments, sends spam, threatening messages, uses verbal abuse or slurs EnergyCasino and its employees. Any violation of this policy will result in the end of the conversation and suspension of player’s account for an indefinite period of time.

In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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