The player from Germany had his account closed by EnergieKasino due to alleged "unusual activity," despite having previously completed verification with accepted documents. After depositing €1,000 and winning €12,402, he was unable to understand the reason for the account closure and wanted to retrieve his winnings. The Complaints Team reviewed the case and determined that the closure was justified due to inconsistencies in the player's submitted KYC documents, which were found to be modified or tampered with. Consequently, the complaint was closed as rejected.
EnergieKasino Casino - Player's account has been closed without clear reason.
Closed
Our verdict
Unjustified complaint
Amount: €12,400
EnergieKasino Casino
Safety Index:Above averageCase summary
Discussion
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11 months ago
Translation
Hello,
My account was closed after I received an email from Energy Casino citing a violation of their Terms and Conditions, specifically Point 9.
When I inquired further, they responded that it was due to unusual activity. They stated that there would be no discussion, the account would remain closed, and no one would look into the case further.
I had deposited €1000 and then won a significant amount on Sweet Bonanza Live, bringing my total balance to €12,402 in the account. After attempting a withdrawal, I was asked to complete verification. All my documents, including my personal ID and credit card, were accepted. However, some time later, I received an email notifying me of the account closure.
I can't understand what these unusual activities might be. I only played with one account, only used my mobile phone, and did not play on multiple devices simultaneously.
Now, €12,400 are just sitting there, which rightfully belongs to me. This is outrageous. It can't be that you win a significant amount and then get banned because it is considered unusual.
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11 months ago
Dear Trumpet92,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you played any other games besides Sweet Bonanza Live?
Have you noticed any unusual behaviour of the software during your gameplay?
Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Translation
Hello, thanks for the answer,
I have played other Pragmatic games, Dog House, Zeus vs Hades, Big Bonanza, Pachinko Live and other Pragmatic games.
There were no software problems when playing the slot machines. During the Bonanza live session my bet was accepted the whole time. During the live session where I had a big win my bet was also accepted and accepted. During the live session I suddenly got a message saying that not all bets had been accepted. But mine was accepted and I got paid for my winnings.
I only played with real money. I deposited 500 twice and played without a bonus. I did not accept any of the bonus offers.
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11 months ago
Translation
I tried to somehow resolve the case or to make compromises, but the casino always replied with the same text, that the decision counts according to the terms and conditions 9 and is not negotiable. I was also suggested to file a complaint, which I did, and the answer was exactly the same, that this decision was not negotiable.
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10 months ago
Thank you very much, Trumpet92, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Dear Trumpet92,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I would like to hear a bit more explanation about this: "während der Live Session kam denn aufeinmal eine Meldung das nicht alle Einsätze angenommen wurden" What game was that? Have you placed "normal" bets in the game, or was this related to some kind of bonus or a minigame (special buy, free spins, special feature, etc.) game in the actual game? Have, by any chance, your internet connection dropped at that time or your device "froze"? Were the bet amounts you placed normally deducted from your balance?
I will contact the casino to shed more light on this matter.
We would like to invite EnergieKasino Casino to join the conversation.
Dear EnergieKasino Casino,
I kindly request your clarification regarding the circumstances that caused the player to inadvertently breach the rules for which they are being accused. I would like to know how the player should have influenced this, because at the moment, based on the information provided by the player, it rather shows signs of potential system glitches or imperfection.
Please forward me the player's full game log alongside any other related evidence at [email protected]
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10 months ago
Translation
Hello Michal ,
Thanks for your help :
I played Sweet Bonanza Candyland Live: my total stake was 30€ real money = 10 euros on Sweet Spins, 10 € on Bubble Surprise and 10 € on Candy Drop. I only played with real money in the casino...
My bet of €30 was accepted and deducted, then while the wheel was spinning my phone switched from WiFi to LTE. There was a brief interruption, but it continued, then a message came up saying that some bets had not been accepted. But my bet had already been accepted, deducted and confirmed.
Then there was the Sweet Spins round with a big win. I won around €11,000.
After that I played some slot machine games, my WiFi connection was back, later my cell phone battery was empty and I continued playing on another cell phone, which also belongs to me. I wanted to withdraw. Then I got the information that I had to verify myself, which I did, credit card and ID card were accepted. My bank statement was rejected. I uploaded it again later after the rejection. Then 4 hours later I got an email saying that my account had been blocked due to unusual activities according to T&C 9.
My account balance was at €12,400 and this money was confiscated. When I tried to clarify this, I was only told that the decision had been made.
it was only played with real money!
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Hi Michal,
We have sent you an email containing certain information.
Thanks,
EK
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10 months ago
Dear EnergieKasino Casino,
Thank you for your email, I have responded back with some additional questions.
Dear Trumpet92,
I would appreciate it if you could forward me all the documents you provided to the casino team for the KYC process to [email protected]. This information may assist us in assessing one of the possible reasons for the casino team's perception of a rule violation.
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10 months ago
Translation
Hello Michal ,
I have provided you with my credit card, ID card and bank statement for the payout account by email 👍
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10 months ago
Dear Trumpet92,
Thank you for your email with the documents.
After a thorough examination of the information and evidence presented, I regret to inform you that we are unable to advance with this case. Adherence to KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is essential within the industry. These regulations require the submission of valid, original documents in the name of the player. Unfortunately, in this situation, some of your documents appeared to have been modified or tampered with. Such inconsistencies represent a significant breach of casino policies and are strictly forbidden.
In cases like this, casinos are fully justified in taking firm measures, which may include the cancellation of withdrawals and the permanent closure of player accounts. The inability to comply with KYC and AML requirements leaves us with no option for further action. As a result, this complaint must be closed as rejected.
We apologise for not being able to assist you in this matter, but please feel free to reach out to us in the future if you encounter any issues with this or any other casino, and we will try our best to assist you.
Best regards,
Michal
Casino Guru
