Complaint #6 EnergyCasino

Legitimate winnings of £7000 declined

By Cgeth

10 years ago

I withdrew £7000 which has been declined as in the small print you can't bet over £10 until wagering requirements have been made.

No problem with this but surely they should make it so you physically can't until you have.

Secondly there is no way of you knowing how far into the wagering requirements you are?

On the attached pics which I took one shows bonus balance nil and available to withdraw. Surely when the wagering requirements are met this starts to go up as normal hence my betting.

I can't believe they are trying to take away my £7000.

They have not made the system fair and should honour my withdrawals totalling £7000.

Thankyou.

Disputed Casino EnergyCasino

Reason Declined payment

Discussion

AskGamblers

• Support Team

10 years ago

We have been provided with valid evidence on behalf of Energy Casino where it is clearly displayed that player breached the casino's general bonus terms and conditions, https://energycasino.com/en/Promotions/Terms-and-conditions/welcome-bonus Term # 18

Based on all the above, we consider the actions applied in this case by Energy Casino as justified and in total compliance with their bonus policy and terms. We would like to remind player that further assistance on this case could be requested by the official regulatory body for Energy casino.

AskGamblers

• Support Team

10 years ago

Dear Energy casino team,

Can you please resend evidence regarding this case to support@askgamblers.com. Thank you in advance.

Cgeth

• United Kingdom

10 years ago

Hi

Like a previous complaint against you said, all games on casino sites are inherently irregular in the way they are played..., that's the hook?

Ok some points below :

1. Your saying the 'withdrawable balance' is not the actual withdrawable balance ? This in itself is misleading and unfair to criticise players for to think anything else other than that it's theirs. Other sites would say withdrawable amount = zero, bonus balance £7000?
It almost seems underhanded.

2. The very reason I bet larger was due to you misleading on the withdrawable balance which according to the screenshot from your site was 100% mine.

3. Your terms say you won't accept bets over £10 until wagering requirements are met, so coupled with the above statements with misleading a balance why did you accept my bets?

4. Your terms state that real money is allways deducted first and I put it to you that I won initially off my deposit money not your bonus money so again request my withdrawal should stand.

5. My balance was also made up of none bonus applied deposits.

I request that my withdrawal stands and your site changes the way it presents its balances and re-words its terms and conditions.

Players need absolute clarity and transparency when playing gaming sites such as yours, there's many out there that are just that but sadly energy doesn't appear to be.

Kind regards

Christina

AskGamblers

• Support Team

10 years ago

Dear @Cgeth,
Any update regarding your complaint? Thank you.

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.

Resolved

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Does not want to pay out winnings

Hello,

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

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

Unresolved

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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

Resolved

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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.

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Resolved

€25