The player from Germany had her account blocked due to an alleged gambling problem. The player insists that she’s been misunderstood by a live chat agent. We rejected the complaint because the player didn't respond to our messages and questions.
Energy Casino - Player’s account has been blocked.
Amount: ??
Energy Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
My account was blocked alleged gaming problem, I was misunderstood during live chat. I am accused that I paid 9000 euros and cut it off. I asked for a bonus after which I won 9000 euros of about 200 euros and unfortunately gambled away over the weekend, although I asked them several times that they would process the payout. Because I'm a very impatient person by nature. Since the lady understood (only in English support) that I have paid 9000 euros and have gambled away I have a gambling problem and who simply blocked my account while I did not play for more than 1 year.
Several emails were written and the same answer kept getting closed. Without checking my reason or my justification or whatever. I actually like this casino, but since the only support is English it has become bad. I would like to keep my account and they don't even react if I tell them to check that it was a loss from a profit and not from my own pocket.
I need some help
Automatic translation:
Public
Public
3 years ago
Dear Yvonne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if you have ever requested account closure in this or any sister casino? Did you have a chance to request a transcript from the live chat? Are there any funds being held by the casino or the entire balance has been played?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
Public
Public
3 years ago
Thank you very much, Yvonne, for forwarding all the relevant communication. Do I understand correctly that the active balance was zero at the time of the account suspension? I’m afraid, if there are no funds being held by the casino, we don’t stand a genuine chance to have your account reopened. I fully understand your frustration but please remember that casinos have the right to close players’ accounts, especially if they suspect gambling problems. It is dictated by Licensing Authorities and not solely casinos’ decision. Dedicated teams are monitoring player’s behaviour and if they recognize a pattern or a sign of compulsive play, they have a full right to stop this player from further action.
I hope this explanation was satisfactory. Please let me know if there’s anything else we could try to help you with but in the meantime, please accept that we don’t have the power or authority to force a casino to reopen your account. Thank you very much in advance for your understanding and reply.
