The player from Germany is struggling with withdrawal of 25 Euros from EnergieKasino, won through a no deposit bonus. Despite fulfilling all requirements and verification, the payout was repeatedly denied due to technical errors and the account was eventually blocked without any clear violation of the terms and conditions by the player. The issue has been resolved successfully.
EnergieKasino Casino - Player's withdrawal has been repeatedly denied and account suspended.
Amount: €25
EnergieKasino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello CasinoGuru,
The aforementioned EnergieKasino is withholding my payout of 25 Euros which I won from a no deposit bonus. The money was duly played through and all conditions were met. The payout was repeatedly denied initially due to technical errors, and I have emails instructing me to try again. This seems like a stall tactic on their part. After I had verified everything and once again submitted my payout to be transferred to my bank account, my account was suddenly suspended, citing the general terms and conditions. At no point did I do anything forbidden nor did I have any duplicate accounts or any such thing. This seems to be their modus operandi, as I have come across many similar cases in various forums where the casino simply suspends accounts. Just a couple of days ago I even made a deposit with the hope that it would expedite my long-overdue payout. However, the exact opposite happened. Today, the casino informed me that my account is being suspended, again citing the general terms and conditions. As I mentioned, I have not done anything wrong and simply want my balance of 25 Euros paid out, since I am entitled to this win and have done nothing wrong.
Automatic translation:
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5 months ago
Dear eloson,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with EnergieKasino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify how long have you been playing in this casino? Have you made any successful withdrawals before?
When exactly did you activate the no-deposit bonus? When did you finish the wagering requirements? Do I understand correctly that you made only one deposit into this casino? Could you please specify the amount of your deposit as well as the date when you made it?
Do I understand correctly that your bank account has been successfully verified?
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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5 months ago
Translation
Hello Veronika,
I've been there since the opening or transfer of all German customers, I guess that's about a year now.
A withdrawal has never taken place because I had never reached the sales conditions except now. Now I've done it once and they immediately block the customer account after they've collected all the data for successful verification.
A deposit from me took place on October 31, 2023. I made it with a chip because they delayed the bank transfer of my winnings. So I could also activate Jeton as a withdrawal method, or so I thought. The deposit was 10 euros, which was made without a bonus and was also lost, which wasn't a problem because it was made for me as a conditional legitimation for the jeton account. The payout of the 25 euros on a chip was then rejected again with reference to the bank payout. I have now commissioned this as they requested and instead of paying out they simply block my account. That seems to be the method there when players win something from a no deposit, something I've read more often in forums recently.
Unfortunately, I can no longer see the activation of the bonus because they have blocked all access to my account for no reason. But it was the beginning of October... Since then I tried to pay out which was repeatedly delayed.
The sales conditions were successfully met on the same day as the bonus was activated.
Yes, the bank account has been successfully verified with all necessary documents.
I hope that we can find a solution here and that such methods do not have any success on the backs of the players... It's only 25 euros but what happened here is simply not legal and that's precisely why I hope that the matter can be clarified together with you can.
Thank you
Edited
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5 months ago
Thank you very much, eloson, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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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5 months ago
Hello there,
Thank you eloson for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask EnergieKasino Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.
Thank you!
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5 months ago
Translation
Hello CasinoGuru,
The problem was solved and the payment was made. I'll still be blocked, but I can live with that quite well after this experience.
Thank you
Automatic translation:
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5 months ago
Dear eloson,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
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