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
Información sobre las quejas
Dear all,
We would like to confirm that we have contacted the Askgamblers team in order to clarify the claim.
EnergyCasino
Dear all,
Further explanations have been sent to the Askgamblers team.
Thank you,
EnergyCasino
Hi all
I’m still awaiting the resolution. I have not been contacted by Energy.
I’m pretty sure it was a mistake and I truly hope the resolution for a good faith.
AskGamblers
Dear all,
Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the EnergyCasino team.
Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Dear all,
The player started a case with one of our official ADRs. While we provided to Askgamblers with the main details about the case, we are now waiting for the official ADR to be resolved. After that, we will continue to provide details to Askgamblers as well.
Funny to see how the official ADR is the justification now. The ADR case was opened yesterday (after 8 days) due to a LACK of RESPONSE. EnergyCasino management should've reviewed my case in-depth and finalised this impasse with a positive decision.
Why does that so hard to assume an error? Things happen. €5,000 is pocket change to Energy, but surely not for me. In a summary, I have done anything wrong. The delay just shows how right I am about my complaint.
Just to complement, I raised the ADR following the Energy support's email. How frustrating is that?
AskGamblers
Dear all,
We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.
EnergyCasino Quejas
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