Energy Casino - Player faces blocked withdrawal due to income-source dispute.

Good afternoon.

I have been denied a withdrawal of approximately $2000 at Energy Casino.

Here's how it happened.

1.

Deposit to Energy Casino on 19 August 2022.

2.

Same day, 19 August 2022, I applied for a withdrawal.

3.

Energy Casino asks me to provide proof of income

4.

In response, I submit my bank history and payslips.

5.

Energy Casino said. 'As your income does not match the amount you play for, we will not withdraw your money until you provide proof of income to match the amount you play for.'

6.

I said that I also work in a sex establishment and receive a separate salary, albeit a hand-out.

7.

I also told them that I receive money from my friends using Jeton Wallet.

8.

Despite the above facts, the casino said they would not withdraw the money because the amount of money I play with does not match my income.

9.

Even if the amount of money I play with does not match my income, it should not be a reason for restrictions to be placed on my withdrawals. (I would understand if this was the reason for not being able to make a deposit).

10.

Therefore, I am submitting this complaint because this is a deliberate refusal to withdraw money and I feel that the casino has bad intentions.

I will submit the proof of income that I have submitted to the casino.

Please help us to withdraw the money as soon as possible.

Best regards.

Dear kame777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Energy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. The documents you provided were from the year 2023.

• Could you please clarify if the deposit and withdrawal attempts were made this year (2023)?
• Could you please specify how much you deposited in the casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your reply

Yes, the attempt to deposit and withdraw is made in 2023.

The deposit was divided into two times, $1118.54 and $881.46, for a total of $2000.

I won $71.5 and applied for a withdrawal of $2071.5, but it has been rejected since then.

I didn't violate the rules.

This is the evidence

I made a mistake in the year of deposit and withdrawal. It's a mistake in 2023, not 2022.

Could you please specify how much you wagered in the casino? In other words, what is the approximate sum of all your bets in the casino after you deposited to your knowledge?

$2181.50

Thank you for your response.

The history you submitted suggests you played this amount in 10 minutes of gameplay, could you please explain how much you bet on each blackjack round on the 19th of August 2023 to your knowledge?

Do I understand correctly you deposited and played in the casino earlier, in May 2023?

I don't have my history on file, so it's all in my memory, but I remember betting $9-$9 on two sides for a total of $18.

Yes, I deposited at the casino in May.

At that time I was able to withdraw my money.

I used that money (the money I withdrew in May) in August as well, so the claim that my income does not match my wager is not correct.

Thanks for your patience.

Could you please confirm the amount you deposited in May 2023 comes also from the sources mentioned in your first post? (money from your friend and off-the-record work)

Yes, the May deposit is also played from the submitted funding source.

I do not play from any illegal funding source.

Thanks for your patience.

Unfortunately, based on the information provided and after internal discussion we concluded, that we find the actions of the casino justified.

Please understand the casino can't pay you any funds if their source comes from untraceable sources. If we compare your deposits and the amount of wages, your gambling is significantly above what you can afford, and even if the casino itself would want to pay you they are obligated by the license and other business relations to not pay you.

Under these circumstances, we can't compel the casino to pay you any funds.

Consequently, this complaint will now be rejected. I apologize for the disappointing result of your complaint and, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.