Energy Casino - Player's account was canceled and the funds were removed.

I played the EnergyCasino.Com Casino and took part in the Welcome Bonus. I played the game Dog House and played by all the terms and conditions that were stated. My account was verified and they were supposed to sent my funds. They sent me an email and told me my account was cancelled and my funds removed without any explanation. Please see the emails and chats I had with the Casino. I have no idea what I did wrong nor do they have any reason not to pay me.

Dear silje0023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if your account was blocked directly after verification or only after submitting your withdrawal request?

Could you please advise if you have access to your gaming history? If so, please forward it in Excel format to veronika.l@casino.guru.

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

Hello, No I don't have the Gaming history as they have closed my account. What else can I help with?

Sorry, I missed a question. My account was fully verified and when I went to make a withdrawal request they cancelled my account for no reason!!

Thank you very much, silje0023, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello silje0023,

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 Energy Casino to join the conversation.

Dear Energy Casino,

Can you please provide information on why was the player's account blocked/canceled?

If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear all,

Our reply has been sent to the Casino.Guru representative via email.

Thank you.

EnergyCasino

Thank you, Energy Casino Team, for your email and explanation.

Dear silje0023,

Unfortunately, the casino cannot share the necessary details and data with us due to its strict policy and/or MGA's regulations. However, on the other side, we are talking about a reputable authority and ADRs.

Are you please able to submit a complaint to one of the casino's ADRs?

These are important links to file a complaint according to the casino's terms and conditions (available HERE, section 27. COMPLAINTS):

eCOGRA

ThePOGG

ODR

"If the user still feels that their complaint has not been resolved to their satisfaction, or is of responsible gambling nature and cannot be resolved through an ADR service, they can contact the Malta Gaming Authority (MGA) by email on support.mga@mga.org.mt to dispute it."

From our experience - if you decide to contact MGA itself, the email address info.mga@mga.org.mt could be useful. Alternatively, it is possible to file a complaint to MGA HERE.

Regards,

Michal

Hello, Ok I guess I have no choice but to contact them. Thank you.

Dear silje0023,

Regrettably, we won't be able to provide you with accurate advice without the essential details and data. Our ability to offer competent judgments relies on having sufficient insights into the matter at hand. Therefore, I kindly ask you to submit an official complaint to the ADRs as stated above and in the casino's T&Cs. Let me know once you do so and I will then close this complaint as "Waiting for the regulator's decision".

Thank you for your understanding.

Hello, You can close the complaint. Thanks.

Dear silje0023,

Thank you for your confirmation.

We will mark the complaint now as 'waiting for regulator decision'

Please, let us know the result, so we can close this complaint accordingly. You can contact me directly at michal.k@casino.guru

Thank you for understanding, and I hope your issue will be resolved soon.

Dear silje0023,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.