The player from Bavaria requested a withdrawal less than two weeks prior to submitting this complaint. The casino informed us that there was an ongoing irregularity caused by its payment provider and they were working on fixing it. The player confirmed that the funds in question were successfully returned to his account approximately 7 weeks after the withdrawal request was made. The complaint is resolved.
Energy Casino - Player claims that payment has been delayed.
Amount: €500
Energy Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Dear november19,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
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My payout was reported as completed last Tuesday the casino says they made the payout to my account after 7 days still no money to my account asked for transaction number several times email no reply
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2 years ago
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My account is fully certified the payout was on Tuesday 23.8 was reported as having been made by Energie have sent a statement showing that I have not received any money
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2 years ago
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The player claims what is actually supposed to be that it is a fact that I did not get my payout and can prove it to my bank statement. It's sad when online casinos work with this. You get your money immediately and the player has to ask that he gets his money at some point, deliberate harassment
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2 years ago
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After several emails, Energiecasino still refuses to provide information about the booking receipt and transaction number deliberate harassment in order not to have to pay out the prize of 495 euros very dubious providers absolutely poor customer service who simply do not want to answer the questions
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2 years ago
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Ordered a transaction list according to the data protection regulation where the payment of energy of 495 euros was confirmed. My bank has not received any money. Casino requested bank statement I sent 10 days ago and was accepted by the finance office the personal document was passed on to the payment provider allegedly for investigation. I already know this stalling tactic from other online casinos. It is an outrage what these providers allow themselves and not to pay the player his rightful money. The payout was reported as confirmed although it was not made at all and the casino refused me the booking receipt
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2 years ago
Thank you for your reply, november19. Do I understand correctly that the withdrawal request is marked as processed in your account? Have you made any successful withdrawals before?
Would you be so kind as to forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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2 years ago
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Yes, but even with the last payout I have to use it first then money was paid. YES the withdrawal has been marked as executed. I have sent 12 emails for ten days and have not received a booking receipt, which means it is always under investigation
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2 years ago
Thank you very much november19 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.
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2 years ago
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These lousy methods of some online casinos is the worst. Just rip people off and not even pay out a profit. It is enough
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2 years ago
Hello, november19,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Energy Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Energy Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take in order to get his winnings paid or the casino performs an in-depth investigation? Is the casino able to provide us with a payment confirmation with the necessary details?
Thank you in advance for providing the information.
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2 years ago
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Thank you for helping me, I need the money urgently, I need to buy heating oil
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2 years ago
Dear all,
Thank you for tagging us in order to update on this matter.
Upon checking with payments department is has been stated there is an ongoing irregularity caused by our payment provider and they are still working on fixing this matter. We apologize for the inconvenience caused but unfortunately our hands are tied as it is out of our power to speed up this process. We still have to wait with confirmation if funds will be returned or processed and I will update this thread as soon as I know more.
Sincerely,
Marco from EnergyCasino
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2 years ago
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Thank you very much but then several customers would not have received any money and now 3 weeks have passed and by the way they were already causing difficulties with a payout which, strangely enough, was carried out immediately when it was switched on. I did not use the delaying tactics and tricks I know from Bet 20 already exactly the same pattern
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2 years ago
Hi Karl,
Every transaction goes through an individual process and failed attempts do happen - vey rarely - but it can occur unfortunately. In this case, it is all the information I can provide as of now since the investigation is still pending on the payment provider's end.
As previously stated I will monitor the case personally and will update once I know more.
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2 years ago
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Thanks for your help I need my money to my account and not back to player account if a casino had to wait 3 weeks for their money I want to see what would happen then
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2 years ago
Thank you for the update and explanation, Marco.
I am extending the timer, and we will wait for an update. If the payment provider should return the payment in question back to the player's casino account, please, also provide us with information on how the player should proceed so he withdraws the funds. In that case, it would be also good to know the estimated time frame for refunding the player with the disputed funds.
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2 years ago
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If a casino has a problem with the payment service provider, that's their problem, they are responsible for me getting my money, so they have to get my money to me some other way. I am entitled to the payout of 495 euros now.
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2 years ago
Dear november19,
Thank you for your email and update. It looks like you should expect your funds will be credited to your casino account in a reasonable time. However, I would also like to wait for the casino representative's update in this thread, details regarding the next steps and estimated time frames.
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2 years ago
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We're talking about four weeks now I want my money from Energie Casino if your payment service provider causes problems that's not my problem I can't just say if I owe someone money it's because of that and that no Energie has to pay me my 500 euros are responsible for receiving my money
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2 years 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’.
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2 years ago
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Than unresolved and I was cheated out of 500 euros.
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2 years ago
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I will now contact the authorities and report fraud. These scammers shouldn't get away with it
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2 years ago
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Extend it for another 7 days and then just say the case is unresolved what is that supposed to mean
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2 years ago
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Please hand in my case, simply extend it for 7 days and then simply send the case away as unsolved is a cheek
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2 years ago
It means that in case of closing the case as unresolved, the casino's rating on casino.guru would be decreased.
However, I believe that the casino representative will contact us here soon.
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2 years ago
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Thanks for the explanation, have a nice evening
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2 years ago
Hi Karl,
We are still waiting for an update from the payment's provider and we cannot provide a certainty on the time frame. We apologize for any inconvenience caused and hope this is resolved as soon as possible.
Regards,
EnergyCasino Team
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2 years ago
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I have been entitled to the money of 500 euros from Energie for 5 weeks. That means you are responsible that I get my money. That's why you're obliged to transfer the money to me in another way. You have to solve the problems with your payment provider and not at my expense. I expect my money by the end of the week otherwise I will be forced to take far-reaching measures.
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2 years ago
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Have a valid email address to send you receipts
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2 years ago
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It is very disappointing that for weeks only deadlines have been extended as Mr. Branislav finally take care of it or give the case to another employee!!!
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2 years ago
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Please write me an email in German I don't speak English
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2 years ago
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Casino Energie reports 500 euros as paid and my money has not been in my account for 6 weeks. Now just say the payment service provider is at fault and that's it. To all players Stay away from Energie Casino!!! The positive rating is just fake. Delaying tactics no replies to emails absolute fraud !!!!!
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2 years ago
Greetings all,
As was already mentioned, november19, the casino cannot influence the process that is out of their control and performed by 3rd party payment provider. Moreover, each involved party usually has 2x7 days to comment in the thread, and the casino representative is still willing to cooperate with us and regularly provides us with updates.
Although we accept that the casino cannot do anything to speed the process up, we are not able to keep the complaint open indefinitely. But, we are talking about a good reputable casino and no unresolved complaints.
After an internal discussion with my team, I am extending the timer by a longer period and will wait again for an update from the casino representative. Despite the fact that it has been taking quite a long time, please, let's stay patient and positive and provide the casino and its payment provider with more time to resolve this situation.
Dear Energy Casino Team,
The timer will be extended as was said. Please, provide us with an update once you have sufficient information from the payment provider.
Please note that if you do not provide us with an update by the time limit, an auto-generated response will be added to this thread - the last 7 days to provide an update. If we do not receive any relevant details even within the last 7 days, the complaint will be (at least temporarily) closed as unresolved. However, then it is possible to request a reopening of the complaint anytime in the future.
I sincerely hope that the payment provider will be able to resolve the issue shortly.
Thank you for understanding. Looking forward to hearing from you.
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2 years ago
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10 days extension again after 6 weeks is a cheek. Will contact my lawyer tomorrow. To speak of a reputable casino here is bold. I've had enough now thought you support the cheated players I no longer have the impression. Will publish the full incident
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2 years 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’.
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2 years ago
Dear player,
Thank you for reaching out to us.
We are now investigating this case and will provide an update shortly.
Sincerely,
EnergyCasino
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2 years ago
Dear player,
The withdrawal has been reversed back to your account. Please request a new withdrawal via bank transfer instead.
Let us know if you encountered any troubles.
Thank you,
EnergyCasino
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2 years ago
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My money was transferred to my account. Thank you very much for your help!!!
wish a nice weekend
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2 years ago
Thank you both for the updates.
Dear november19,
Were the funds in question credited to your casino account, or were they already received in your bank account?
Can I consider your issue resolved? Is there anything else we could help you with?
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2 years ago
Great! Thank you very much for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, Energy Casino Team, for your cooperation.
Best regards,
Branislav, Casino.guru
