The player from Ireland experienced a game crash halfway through a potential win of at least €213 on Energycasino over a month ago. Despite reporting the issue immediately and contacting support weekly, the site did not resolve the problem, citing terms that placed responsibility for crashes on the customer despite evidence of an internal error. The Complaints Team requested additional information from the player but received no response. Consequently, the complaint was rejected due to the lack of further communication and evidence from the player.
Energy Casino - Player’s game winnings have not been received.
Amount: €213
Energy Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 months ago
A game crashed on a site over a month ago. I was about to win at least 213 euro possibly more I'm not sure as the game crashed half way through a hot spin. I reported issue immediately yet the site has done nothing to fix my issue in over 4 weeks as I am still waiting to hear something.i co tact support every week yet nothing new happened each time they say the same thing and offer to put a priority on my issue.
At this stage I feel they are ignoring me and hope I go away and they dont have to pay out what j was about to win.
I even have screen shots of the error saying it is an internal error yet customer service link me to terms and co editions every time I ask for up dates. They remind me to read user agreement where all game crashes are customers problem and not the websites yet the game crash clearly says internal error
Energycasino is the site I am having problems with
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3 months ago
Hello Indiemod,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
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3 months ago
On Thu, 6 Jun 2024, 11:43 EnergyCasino, <support@energycasino.com> wrote:
LOGIN Dear Mr Smith,
Thank you for your email.
We understand the frustration that this situation has caused.
Please note that case was checked thoroughly by the relevant team. As per the information we have received, the difficulties with the game were resolved from the providers side, and you should be able to use the slot again.
As for the specific round that you reported to us, it was never finished, therefore, the results are unknown. Despite understanding your frustration, we are unable to credit any potential winnings.
Your balance at the time of the error was 1.89 EUR, and stake was 0.20 EUR. After the checks done by relevant team and the provider, a 1 EUR real money balance has been added to your player account now - higher amount than the stake itself due to waiting time.
Our apologies for the inconvenience and disappointment or frustration that this situation has caused.
We wish you all the best.
If you have any questions or concerns, please do not hesitate to contact us again.
Kind regards,
CUSTOMER SUPPORT MANAGERIAL TEAM If you've got any questions or comments about anything at EnergyCasino,
please do let us know, we're always happy to hear from you
Gambling can be addictive. Play Responsibly. You can contact www.rgf.org.mt, www.gamblersanonymous.org, www.gamblingtherapy.org or visit our Responsible Gaming page. You're receiving this email because you registered at energycasino.com. www.energycasino.com is operated by Probe Investments Limited and registered under the laws of the European Union member state of Malta. Registration number C51749. Trading address, Suite 109, Level 4, Sir William Reid Street, Gzira, GZR1033, Malta.
® 2024 EnergyCasino | All rights reserved | Responsible Gaming
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3 months ago
Hello Indiemod,
We received multiple complaints regarding this game issue from different casinos as well. Please keep in mind that the casino is not responsible for the error occurred as the game provider is.
Is there anything else we could assist you with?
