The player from Germany had registered at EnergyCasino, won €483, but the payout had remained pending. The casino later closed the player's account and blocked the winnings, citing a violation of terms of service, which the player disputed. After a thorough review, we found that the player had activated a bonus with a promo code that he was not eligible for, as per the casino's bonus terms and conditions. Unfortunately, we had to side with the casino's decision to void the player's winnings due to the violation of these terms. We had advised the player to read bonus terms and conditions carefully in the future to avoid similar disappointments.
EnergieKasino Casino - Player's winnings blocked due to alleged Terms of Service violation.
Amount: €483
EnergieKasino Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Dear Sir/Madam,
Last Saturday, I newly registered at EnergyCasino and utilized a 50 FS code that was freely available everywhere.
After winning a total of 483 euros, the payout remained in pending status until today (Tuesday). This morning, I received an email stating my account has been closed, and my payout has been blocked. This is an absolute outrageous behavior. Supposedly, I have violated a term of service (see screenshot), which is completely untrue.
I do not possess any other account on this website; I was merely registered at EnergyCasino, which is no longer accessible from my origin. Their tactic to consciously block a payout defies all logic. The bonus was also freely viewable everywhere, as described, and the winnings from it were real money.
I hope you can assist me with this. I have honestly never experienced such audacity.
Automatic translation:
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11 months ago
Hello Emkiu900,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with EnergieKasino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Does anybody else play in the casino from your household? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of account multiplicity?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
Hey Nick,
many thanks for the quick response.
I registered there on Saturday and wasn't verified yet because it said in the account area that if documents are needed, I will be notified.
There is definitely no one in my household who plays at the casino mentioned and there was also no registration via a public network.
So far none of my emails have been responded to but I have only received information in the chat that my account has been blocked because I supposedly have one or more accounts there. However, this cannot be the case as I only became aware of this site on Saturday.
I then asked the chat agent to tell me which email it was that I was supposedly registered with.
Replying rudely and with copy/paste only gave me the information that I had to know this myself and that there would be no information about it. This argument alone seems slightly Spanish to me. Apparently there is no proof there at all, otherwise they would ultimately tell me about it. I have read several times on various platforms that EnergieKasino mostly blocks customer accounts after they have requested a withdrawal without making a deposit (as was the case with me). In some cases the customers received their money, but in most cases they did not.
I have often experienced dubious things, but I have never come across anything like this in all the years. Ultimately, the casino has the burden of proof, but cannot provide me with any proof upon request. I then asked again whether it was the parent casino "Energycasino.com", where I was registered with the same email at the time, but this site is no longer available in my region. But that's not the point. Especially since EnergieKano is also a completely different site.
I hope this detailed explanation helps you.
Thank you very much and kind regards
Automatic translation:
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11 months ago
Thank you Emkiu900 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Dear Emkiu900,
I'm Michal and I have taken over your complaint. I have reviewed your case and 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,
Can you please information on why was the player's account blocked? Please forward any evidence of the supposedly multiple accounts to me at michal.k@casino.guru
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11 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
Dear Emkiu900,
Although it took a while, I have received all the information and evidence from EnergieKasino Casino to understand their actions.
As I have informed you via email, sadly, you have activated a bonus with a promo code that you were not eligible for.
This rule was clearly mentioned in the bonus terms and conditions:
Only customers who have received the relevant promotional communication via email or SMS or onsite inbox are eligible for this promotion.
Ideally, it would be preferable for casinos to configure their systems in a manner that prevents players from claiming bonuses for which they are ineligible. Unfortunately, this is not universally feasible for every casino and has not become an industry standard yet. Consequently, such regulations are explicitly outlined in the bonus terms and conditions.
While I understand your dissatisfaction with the outcome, we must align with the casino team's decision to void your winnings, as they adhered to their stipulated terms and conditions.
I strongly advise you to read each bonus terms and conditions before activating it to avoid disappointments like this in the future.
Unfortunately, after gathering all the necessary information I’m forced to reject your complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Best regards,
Michal
Casino Guru
