Ag Awards

Energy Casino - Payment delayed for no reason

Complaint Info
Disputed casino EnergyCasino
Reason Delayed payment
Amount £ 1180.94
Inactive user
Posted on December 27, 2017

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.

Posted on December 29, 2017


Thank you for your patience.

Our team has sent a full explanation via email already. Just like, we have informed you via email, our internal policies are against transacting from 3rd party payment methods and forging documents. We will provide AskGamblers with evidence which confirms the violation of our terms&conditions.

If you do not agree with our resolution or later on with AskGamblers resolution, you can bring a dispute to IBAS which is the ADR entity for Energy complaints.

Best Regards,

Inactive user
Posted on December 29, 2017

Please provide relevant information that I have forged any documents to Askgamblers and that I have 3rd party payment method.

Posted on December 29, 2017


We will contact AskGamblers in this regard. In case you would like to start an official procedure please, contact IBAS which is the ADR entity for Energy complaints.

Thank you.

Posted on December 29, 2017

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Energy Casino management that player violated their Terms&Conditions and more specifically committed potential fraudulent activity.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.

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