EnergyCasino Complaints

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

zł3,782

Does not want to pay out winnings

Hello,

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

They claim to have a technical issue again, yet don't provide any details on the nature of it (is it one withdrawal method or all methods).

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

Unresolved

zł3,949

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

zł30,000

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.

Resolved

Ft120,000

Payout delay

Hi i have to make a copmplein , i won just a little amount 96 PLN from free spins its alredy wagered , im waintig for a withdrawall sińce Saturday 11th of July , casino is "look for excuses" all the time that told me that they have same technical issue,

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

zł96

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.

Thanks.

Resolved

€25

Casino closed my account with 5000 in there

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

Resolved

Excessive delay and no payment

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.

Resolved

€30

Delaying verification and payment

Good day.

In accordance with the rules of the casino, they requested additional documents from me. I provided everything (bank statement, job certificate, employment contract, and payslips). All documents have been approved, but in order to complete the verification, they asked to additionally send payslips and an employment contract in the PDF format. I sent these documents to them on July 12, today is 30, nothing is checked.

The site says that the documents are verified within 72 hours. And almost 3 weeks have passed ... And before the documents were checked for 2-4 days, and now, I consider that the casino is delaying verification and payment of my winnings.

Unresolved

руб.3,140,000

Delayed $1,030 payment

I have been playing online for years. Decided to play with Energy. I made a $1030 withdrawal on the 16th of Feb, they verified me but left it pending for a week.

After numerous emails they keep saying they have a processor error.

Please, I have made over 7 deposits very easily. Only when cashing out this happens.

No response. At this time

Resolved

$1,030

Account blocked after requesting €5,000 withdrawal without giving any reason why

Hello. I joined Energy Casino 3 months ago, i enjoyed playing on sports bet and at their casino, especially european roulette. When i first tried to withdraw money they have sent me an email to send them my documents, which is normal procedure, i sent them all of my documents and all of them were approved. I had 5236e on my account and i tried to withdraw 5000, i waited for 1 day and then i contacted them through live chat, they told me that the withdrawing process may took up to 3 days. I was ok with that and waited for additional 2 days. There was not a single message from Energy Casino and i decided to contact them through live chat again and now they told me that they need new additional phone verification and asked me what's the best time to call me. They called me, i gave them all the answers they asked correctly, even the girl that called told me that this process will finish in the next morning (18.06.2018), she said that their financial department will send me an email in the next morning. They didn't. 2 days after that i tried to log in into my account and i saw that is blocked, went to see if there is some email from Energy Casino, but there was not, there is still no email from them explaining why i am blocked. I was nervous and i contacted them through live chat right after i saw that i was blocked, they told me that they don't know the reason, the financial department blocked my account, they told me that the only thing they now is that my account is still under verification process. I also called them and they told me that i should send email to their financial department, i did again and there is again no email from them. I have screenshot from one chat with them where i ask how can they block me without explaining why and they told me that they can according to their terms and conditions. When i asked can you send that part to me, they started to make excuses. This afternoon (24.06.2018) i wrote with Energy Casino again and i was asking again same questions, when will i get email from your financial department and etc and started to be a little bit sarcastic and asked May they need more than 2 months to send me email back? Their answer was Yes. I hope that i will solve my problem. Thanks and sorry for my bad english.

Rejected

€5,000

Payment delayed for no reason

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.

Rejected

£1,181

Blocked me from playing until my bonus expired and then confiscated over 5000 in winnings

I registered on Energy casino on the 11 of November of 2016. I made a deposit of 150 and played and lost. I decided to give my luck another spin so I deposited 300 and was offered a bonus of 150. I was playing different slot games one was Starburst and one was break the bank and was able to get my starting balance of 450 all the way up to 5040. I received an email from Energy casino asking me for documents in order to verify my account, which I sent and they replied by email that my account had been fully verified. I then logged back into my account where my main balance was 5040 but when I entered a game it was 0. Any game I tried to enter my balance was 0. I emailed the casino back telling them the problem and they replied: "We would like to inform that our finance department is running regular security check, therefore, we have blocked bets temporarily. We are very sorry for all inconvenience and we will get back to you with an update in an email as soon as possible." I checked in with chat every other day asking them if there is anything I can do to speed up the process and they just told me to wait for the checks to be completed. I found this very strange as in a previous email I was told that my account was all ready fully verified. I started reading all the terms on their website and realized that the bonus they had offered me had an expiry date. I immediately went on chat and spoke to Helena and told her I was scared my bonus would expire before they had the time to finish their checks on my account, but she reassured me that if this were to happen they would reimburse me: HeroeZZZ: Hello, I have verified my account but when I enter a game to play my balance is at 0... its been 2 weeks im waiting to play, can you tell me whats going on? Helena Energy: Please hold on for a short moment, I will check your player account. Helena Energy: our security department is carrying out standard security check as per T&C Helena Energy: i know it has been a while Helena Energy: but I have no update yet HeroeZZZ: at this rate my bonus is going to expire before you are done doing your check HeroeZZZ: is there anything I can do to make this go any faster? Helena Energy: I am sure they will reimburse you if that happens Despite Helena's word, my balance is now 300 on the account which is the amount I had deposited when they offered me the 50% bonus. My balance of 5040 is gone and they have not reimbursed me. All I wanted to do is play on the casino and they didn't allow me to do so. I asked them several times if I can do anything to speed up the process and they told me every time to be patient. Well i listened to them and they stole all my winnings, leaving me with deposit and nothing more. I did nothing wrong during this process, I respected all the rules they had in place, I got my account fully verified like they asked me to, I even asked about my bonus expiring while they were doing the checks on my account and I still got all my money stolen. Please help me get my money back.

Unresolved

$5,040

Failed to conduct adequate investigation on a reported slot glitch

I deposited £100 on Energy Casino. I was really liking this site, and had gambled over £6000 (this can be verified) over the course of 2 days, I was about £500 up, even though I had games crash on me 3 or 4 times, and then this happened: I was playing Jurassic world, when it spun me in 4 free spin activators, right on the centre line, they are mosquitos encased in amber if you are interested. I was ecstatic as this usually means a larger than average free spins, I was playing £2.10 a spin. screen changed to a blue sort of map screen with black lines on it, it said feature loading, but stalled on 12 percent loaded and would not restart. after 5 minutes, I shut down my browser and reloaded Jurassic world, it would not load past 99 percent. I was disappointed and worried I was going to lose my (15?) free spins. after repeated tries to reload I gave up and sent an email to support. They are pretty quick to reply, and me and Darius the representative began a long winded emailing back and forth process to try to get to the bottom of it. Energy Casino claim to have contacted Microgaming, who said I never got the 4 ambers. they looked through all my spins and Energy said the most ambers I got was 2. This is completely false and I tried to explain, how had it gone to the feature preparation screen if I didn't get them? I suspect that Energy were hesitant to pay me out and are hiding behind Microgaming, who gave no explanation for the reason for the crash. I seriously suspect that something very wrong has gone on here, because I am 100 percent certain about what i saw and what the spin was, I even explained that the first reel was a t-rex, followed by 4 ambers all on the centre reel. They say they could find no record of it. Either Energy, or Microgaming are trying to pull a sneaky one. I doubt its Microgaming as they have absolutely nothing to lose as I am guessing the game is licensed to Energy. Energy basically shut me down and refused to do anything. I withdrew all remaining funds (£568) as I was worried about further instances. I have no reason at all to lie, I was winning, had no losses to cover so it would be crazy of me to come up with a story such as this, yet they seem to be able to see all my spins except this particularly nice win, which I didn't get paid out for. Is there a chance its a massive win and they just decided not to pay me, knowing that I have absolutely no way of proving otherwise?

Resolved

£85

Delayed withdrawal due to investigation?

I opened an account with Energy on 5th July 2017. I deposited £250.00, lost it, £750 lost that too, and then £1000.00 which i managed over the course of around 16 hours to run up to £2275.00. I was asked for the usual verification documents which i provided and which were accepted. I attempted to withdraw my money prior to verification via bank transfer as i thought this was quicker than back onto my card. No matter this was declined which is fair. Once verification had taken place i withdrew the full balance to the card i had deposited from. I have since been advised that there is an investigation ongoing into my playing history due to suspicious activity, even when questioned they refuse to tell me what is suspicious. Yes i max bet on the BJ table but that isnt a crime. I have co-operated at every point, sending documents in and even volunteering a photo of myself holding the documents and a further piece of ID (passport). I have asked for a time frame which they wont give me. I have asked what is suspicious about a customer winning again they wont give me an answer.

Resolved

£2,275

Ignoring withdrawal request

On the 16th November I deposited £250 receiving a £125 bonus. I ended up winning £1901 which I withdrew after completing the required wagering etc. I was careful not to break any rules. Since then the casino asked me for proof or ID and address. I provided these and they were all approved. Then on the 18th of November the casino contacted me asking for a selife which I also provided them with. 10 days has passed and I have heard or received nothing. I have complied with all their requests and have started to worry. 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.

Unresolved

£1,901

Stalling big 23750GBP withdrawal with no reasons

I have been waiting since 19th August 2016 for my withdrawal to be processed 23,750.00GBP via Skrill, Energy Casino fully verified my account on 18th August 2016 and I am a Skrill Silver VIP account holder. Energy Casino processed a single withdrawal of 3500GBP on 19th August 2016 and then emailed me asking for more identification even though I was fully verified using their online document upload the previous day, I complied anyway and sent them what they asked for. I then received an email as follows; "Dear Anthony, Please be advised that we are running additional investigation with our payment provider. Therefore, some features of your account has been limited. We apologize for any inconvenience this thing may cause you. When there is an update, we will certainly let you know. Please refrain from sending any inquries in this regard in the meantime. Do not hesitate to contact us should you have any questions. Best Regards, EnergyCasino Team" I have tried to contact them many times since that email which was sent on 19th August 2016 but they are ignored all correspondence.... Energy Casino have since cancelled all my pending withdrawals and limited my casino account so I can no longer see any options for withdrawing my funds when logged in to my casino account. I would just like energy casino to release my skrill withdrawals.

Rejected

£23,750

Doesn't send me my Energy

Hi there, I ordered 2 weeks a few t-shirts + a Zippo in the Energyshop with my Loyalty-points, today I received this e-mail from them: Dear Geert, I am contacting you regarding to EnergyShop order. Unfortunately, at the moment we don’t have T-shirts in sizes, which you ordered. It will be available for 2 to 3 weeks. Would you like to wait for it? We apologize for the inconvenience occurred. Look forward to hearing from you W przypadku jakichkolwiek pytań lub wątpliwości, proszę o ponowny kontakt. Pozdrawiam, Paul Zespół EnergyCasino ------------- I answered they can send me a XL Trolley for the same points, but they told me that they can't do that, please help me to resolve this Askgamblers!

Resolved

Legitimate winnings of £7000 declined

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.

Resolved

Not willing to add reload bonus and poor customer support

Dear Askgamblers, i already play for a very long time with energycasino! Sometimes i experienced some issieu's , but there customer support keeps getting worser and worser, i experienced several times that my reload bonus of 50% has not been added directly on deposit, they added this manually, several weeks i claimed my reload bonus without issue's, but this time i my bonus has not been added directly, send over several email's to them, livechat was several times not available to reach, and now they keep telling me i did not accept it, for me it's a big lie because i know exactly how it work's since i play there for over 3 years, i do not accept this and want them to add it my 10 euro missing bonus! since there customer support, is very bad these times.

Resolved

Energy Casino Not Paying 5500 EUR Win

I won on the 25th of June 5500 EUR which they refuse to pay. I played exactly the same 2 weeks before on June the 9th and they paid in full, I won over 5000 EUR back then.

I emailed them and they replied that the terms and condition were changed on the 25th the exact same day I played.

There are ways to prove the time they changed the terms from older to new using google cache and thepogg.com website who track terms and condition but I did send them an email asking what was the time in the day the terms were changed - I played early in the morning - 3 times I asked them this question but they ignored and instead gave this answer

'Next update took place on the 25th July as previously communicated.

Please note that irregular play pattern apply to all versions of T&C and is the reason why your winnings were confiscated.'

This email very surprised me because only a day before they said this:

'Before the 25th of June 2015 when the old T&C applied bonus bets were not limited at all. Therefore, your winnings from one of the previous bonuses were paid out freely.'

Anyway, they applied a spirit of the bonus clause in order to avoid paying.

I was playing ThunderStruck 9 a spin and gambled up my bet in the Gamble feature. I played exactly the same couple of weeks ago and was paid smoothly.

Resolved

€5,500

Energy Casino closed my account with £1390 in there

Hi I signed up to energycasino and deposited £300, I got my account up to £1390 and requested a withdrawal. I was emailed asking for my id, I,sent everything I have, 2 birth certificates, medical card, proof of address, front and back of debit card. They told me it wasn't enough and have now closed my account without paying me. I have never had a problem with this with any other casino and I'm a member of around 30. I contacted both the gambling commission and the Malta gaming authority and was advised by both that I've done everything in my power to comply with them and that I should put in a formal complaint which I have and they haven't replied to this. I have made a complaint with the Malta gaming authority but I don't know what else to do. In my opinion they are stealing my winnings, not every body has photo id and both the gambling commission and the Malta gaming authority advised that I don't need themoney if I gave all the other information which I stated. What can I do? They don't have a telephone number that works, surely they are breaking regulations Attached is a screen shot I took in case they try to deny my winnings

Resolved

£1,390

Denying to pay my winnings

i signed up at energy casino, made my 1st deposit and received the welcome bonus.After playing several video slots i won 5320 and asked my withdrawal.Unfortunately the casino denied to pay my winnings even though i sent them all the appropriate documentation i have been asked for on time with the excuse that i violated some of their terms without even providing any evidence or proof where i did and saying also that my account might have been opened by a 3rd party which is also impossible and unthinkable to happen.i sent them everything they asked me ( my ID,My Bank Statement, my passport both scanned and photos) but they were continuously trying to find a step and a way to confiscate my winnings.They asked me for a screenshot of the internet banking which i have not ever used and they even asked me for the receipt (proof of purchase) from the of the paysafe card i used to make my deposit.I provided them with a screenshot of my paysafe transaction history but even though they stated that all my documents were accepted they closed my account and they never paid.I am looking forward for your answer.

Unresolved

€5,320

EnergyCasino Complaint Stats